Terms of Service
Last updated: September 2026
By using MediGrab's services — via WhatsApp, our website at medigrab.in, or otherwise (together, the “Services”) — you agree to be bound by these Terms of Service (“Terms”). If you do not agree, please do not use our Services. These Terms should be read together with our Privacy Policy.
1. Who We Are
Medigrab India Private Limited (“MediGrab”, “we”, “us”, “our”) operates a technology marketplace connecting you with licensed pharmacies for the delivery of medicines. MediGrab is a marketplace facilitator, not a pharmacy or drug seller. We do not hold a drug license, do not stock medicines at any location, and are not the seller of any medicine ordered through our Services.
Legal Disclaimer & Marketplace Notice
2. The Pharmacy Is the Seller
Every medicine ordered through MediGrab is sold by a licensed partner pharmacy (“Partner Pharmacy”), which is named as the seller of record on your invoice together with its Retail Drug License number and GSTIN. The Partner Pharmacy is responsible for the quality, authenticity, and correct dispensing of the medicines it sells you, including verification of any prescription required by law. Our role is limited to the technology platform, payment facilitation, and delivery coordination.
3. Eligibility & Prescriptions
You must be at least 18 years old to place an order through MediGrab. Where a medicine requires a valid prescription under the Drugs and Cosmetics Act, 1940 — including Schedule H, H1, or X drugs — you must provide a genuine, current prescription. The fulfilling Partner Pharmacy independently verifies every prescription before dispensing; restricted-schedule drugs requiring special handling are excluded from automated ordering.
4. Placing an Order
You place an order by messaging us on WhatsApp with a medicine name or a prescription photo. We parse and normalise your request, you confirm the resulting medicine list, and we route it to nearby Partner Pharmacies for availability confirmation. An order is only confirmed once a Partner Pharmacy accepts it and payment (where applicable) is completed.
5. Pricing & Payment
Medicine prices are set by the Partner Pharmacy and shown to you before payment; delivery fees are charged separately by MediGrab and displayed at checkout. You may pay online through our payment aggregator, Easebuzz, or by cash on delivery where available. Our platform commission is charged to the Partner Pharmacy, not to you, and does not appear as a separate line item on your invoice.
6. Cancellations & Refunds
| Situation | What happens |
|---|---|
| Before a pharmacy accepts, or before you pay | You may cancel freely, any time. No charge was made — there is nothing to refund. |
| After payment, before your order is picked up | You may still cancel. A full refund is initiated to your original payment method. |
| After your order is picked up for delivery | Self-serve cancellation is no longer available. If delivery genuinely cannot be completed, you'll be refunded in full. |
| Wrong, missing, or quality-affected item | Contact support; refunds (full or partial) are issued after we confirm the issue with the Partner Pharmacy. |
See our full Refund Policy for exact timelines. We do not charge a cancellation fee unless we would ourselves bear an equivalent charge for the cancellation.
7. Delivery
We coordinate delivery through our logistics partners. Any delivery estimate shown to you is indicative only and not a guaranteed delivery time; actual timing can vary with pharmacy readiness, traffic, and rider availability.
8. Your Account & Conduct
You agree to provide accurate information when ordering, not to misuse the Service — for example, by placing fraudulent orders or abusing the cancellation process — and to use our WhatsApp channel only for its intended purpose of ordering and support.
9. Consent & Data
Your use of our Services is subject to our Privacy Policy, which explains how we collect, use, and share your data — including with the fulfilling Partner Pharmacy, our payment aggregator, and our delivery and technology partners. Certain features, such as placing an order or sharing a prescription, require your consent to our Privacy Policy and these Terms.
10. Disclaimers & Limitation of Liability
MediGrab is not a pharmacy and does not manufacture, stock, or dispense medicines. We do not warrant the quality, safety, or efficacy of any medicine, which remains the responsibility of the dispensing Partner Pharmacy and the medicine's manufacturer. To the maximum extent permitted by law, our liability arising from your use of the Services is limited to the value of the relevant order, except where liability cannot be excluded under applicable law, or in cases of our own gross negligence or wilful default.
11. Intellectual Property
The MediGrab brand, logo, content, and design are the property of Medigrab India Private Limited. Unauthorised use is prohibited.
12. Grievance Redressal
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer will acknowledge your complaint within forty-eight (48) hours and aim to resolve it within one (1) month of receipt.
Grievance Officer
13. Governing Law & Disputes
These Terms are governed by the laws of India, and courts at Pune, Maharashtra shall have exclusive jurisdiction — without prejudice to your right, as a consumer, to approach a consumer forum of competent jurisdiction under the Consumer Protection Act, 2019.
14. Changes to These Terms
We may update these Terms from time to time. Continued use of the Services after an update takes effect constitutes your acceptance of the revised Terms.
15. Contact
Medigrab India Private Limited
73/2/2 Ramradha Bangala, Radhakrushna Society, Katraj, Pune - 411046, Maharashtra
Email: contact@medigrab.in
Phone: +91-8788876943