Terms of Service
Last updated: June 2026
These Terms govern your use of medigrab.in and the MediGrab healthcare delivery coordination service operated by Medigrab India Private Limited.
1. Acceptance of Terms
By using our website or messaging us on WhatsApp to place an order, you accept these Terms.
2. Service Description
MediGrab is a healthcare delivery coordination service that connects users with CDSCO-licensed local pharmacy partners for medicine delivery in Pune. MediGrab is a technology and logistics coordination platform, not a licensed pharmacy or healthcare provider. All medicines are dispensed by independent, CDSCO-licensed pharmacy partners. MediGrab does not provide medical advice, diagnosis, or treatment recommendations. Always consult a qualified healthcare professional for medical guidance.
3. Eligibility
You must be 18 years or older to use this service.
4. User Obligations
- Provide accurate name, address, and contact information.
- Provide a valid prescription from a registered medical practitioner for any Schedule H, H1, or X medicine.
- Not misuse the service for fraudulent or illegal purposes.
5. Ordering & Delivery
Orders are placed via WhatsApp. We target a 30-minute delivery window in serviceable areas of Pune, but actual times depend on weather, traffic, distance, and stock availability. 30 minutes is a target, not a guarantee.
Deliveries are fulfilled by third-party logistics partners (currently Shadowfax and Porter), not by MediGrab employees. MediGrab coordinates the dispatch and monitors delivery status via real-time webhooks but does not directly control rider operations, timing, or conduct. Delivery-related complaints are handled by MediGrab's support team and escalated to the logistics partner as needed.
6. Pricing, Payment & Fees
Prices are confirmed by the dispensing pharmacist before order acceptance. All prices include GST where applicable. Payment via Cash on Delivery or Razorpay (UPI, card, netbanking).
The following charges apply to each order:
- Delivery fee — distance-based, charged to the customer:
- 0–2 km: Rs. 20
- 2–4 km: Rs. 25
- 4–5 km: Rs. 30
- Handling charge — Rs. 5 per order (flat).
- Medicine prices — set by the fulfilling pharmacy partner at MRP or below. MediGrab does not mark up medicine prices.
Online payment links are valid for 15 minutes from the time of issue. If payment is not completed within this window, the order is automatically cancelled. You will receive a notification and can place a new order immediately. No charges are applied for expired payment links.
Cash on Delivery (COD) is available as an alternative. The exact amount must be kept ready for the delivery partner.
7. Cancellation
Orders can be cancelled free of charge at any stage before the pharmacy partner confirms acceptance. Once a pharmacy has accepted and begun preparing your order, cancellation may not be possible. If an accepted order is cancelled due to a service issue (stockout, delivery failure), a full automatic refund is initiated within 3–5 working days.
You may cancel any order on WhatsApp before the pharmacy confirms preparation. Once the order is dispatched, please refer to our Refund Policy.
8. Refund Policy
See our full Refund Policy. In summary: damaged, wrong, or non-delivered orders are refundable within 24 hours of delivery.
9. Prescription Medicines
Schedule H, H1, and X medicines require a valid prescription. The fulfilling pharmacist may refuse to dispense if the prescription is invalid or missing.
MediGrab does not facilitate orders for Schedule H1, Schedule X, or narcotic/psychotropic substances as classified under the Drugs and Cosmetics Act, 1940. Orders containing such items will be automatically flagged and excluded. If your prescription contains restricted items, you will be notified and the remaining eligible items will proceed normally.
10. Limitation of Liability
MediGrab is a facilitator. Partner pharmacies are responsible for the quality, authenticity, and dispensing of medicines. Medigrab India Private Limited's total liability for any single order is limited to the value of that order.
11. Intellectual Property
The MediGrab brand, logo, content, and design are the property of Medigrab India Private Limited. Unauthorised use is prohibited.
12. Governing Law
These Terms are governed by the laws of India. Jurisdiction: courts of Pune, Maharashtra.
13. Dispute Resolution
Please contact us at contact@medigrab.in first. Unresolved disputes will be referred to arbitration in Pune under the Arbitration and Conciliation Act, 1996.
14. Data Protection
Your personal data is handled in accordance with the Digital Personal Data Protection Act, 2023 (DPDP Act) and our Privacy Policy.
15. Modifications
We may update these Terms from time to time. Material changes will be notified on this page and via WhatsApp or email.
16. Contact
Medigrab India Private Limited
73/2/2 Ramradha Bangala, Radhakrushna Society, Katraj, Pune - 411046, Maharashtra
Email: contact@medigrab.in
Phone: +91-8788876943