WhatsApp
Chat on WhatsApp

Terms of Service

Zarur Technologies Private Limited
Kozhikode, Kerala
Effective date: 24 October 2026
Last updated: 25 October 2026

1. About these Terms

These Terms of Service ("Terms") are an agreement between Zarur Technologies Private Limited ("Zarur", "we", "us") and you. They cover:

  • - our website, zarur.in, including the live voice demo; and
  • - the Zarur service: an AI voice receptionist and WhatsApp assistant for hospitals and clinics, with its hospital dashboard (the "Service").

The Service is for businesses (business-to-business). "Hospital" or "you" means the hospital, clinic or other organisation that signs up for the Service, acting through the people it authorises. If you only visit our website or try the demo, the sections on the website, the demo, acceptable use, intellectual property, disclaimers and governing law apply to you.

Order form and DPA. Each Hospital's detailed commercial terms are set out in its quote, order form or contract (the "Contract"), and its data processing agreement (the "DPA"). If the Contract conflicts with these Terms, the Contract prevails. On data protection, the DPA prevails over both the Contract and these Terms. Our Privacy Policy explains how we handle personal data.

2. Accepting these Terms

A person authorised by the Hospital may accept these Terms, the Contract and the DPA electronically, either:

  • - by confirming with their email address and a one-time code (OTP); or
  • - by ticking an acceptance checkbox.

Both methods are a valid acceptance. Under the Information Technology Act, 2000, a contract formed by electronic means is not unenforceable merely because it was formed that way. We keep a record of each acceptance, including who accepted, when, and by which method. The person accepting confirms that they are authorised to bind the Hospital.

3. The Service

Zarur:

  • - answers the Hospital's phone calls and WhatsApp messages;
  • - books, reschedules and cancels appointments, confirming with the caller before it cancels anything;
  • - shares doctor availability, timings, departments, fees and general hospital information, using the Hospital's live schedules; and
  • - gives the Hospital a dashboard for appointments, doctors, patients, call usage, plan and balance, with admin, receptionist, nurse, doctor, pharmacy and auditor roles and an insert-only audit log.

Calls are recorded and transcribed, and every call starts with an announcement that Zarur plays in the caller's language. Call lines are allocated to each Hospital, and extra lines are available under the Contract. A phone number is included, or the Hospital can forward its existing number to Zarur.

4. Not medical advice, and not an emergency service

Zarur is a booking and front-desk assistant. It does not give medical advice, diagnosis or treatment, and it is not an emergency service. If a caller describes an emergency, Zarur transfers the call to the Hospital's desk or directs the caller to the Hospital's emergency line or to 108. The Hospital remains fully responsible for all medical advice and care, for triage, and for staffing and answering its emergency line.

5. AI limitations

Zarur uses artificial intelligence, including speech recognition and an AI language model. AI can make mistakes. It may mishear a caller, misunderstand a request, or give incomplete or incorrect information. The Hospital should:

  • - review bookings, changes and cancellations in the dashboard regularly;
  • - keep doctor, schedule, fee and hospital information accurate and up to date; and
  • - tell us promptly about any error it notices.

Zarur's answers are based on the information the Hospital enters. We are not responsible for errors caused by inaccurate or outdated information from the Hospital.

6. The Hospital's responsibilities

The Hospital is responsible for:

  • - Patient data: the Hospital is the Data Fiduciary for patient, caller and chat data under the Digital Personal Data Protection Act, 2023. Zarur processes that data as the Hospital's Data Processor, as set out in the DPA and the Privacy Policy.
  • - Accurate information: the doctors, schedules, leave, fees, departments and other information it enters.
  • - Staff accounts: creating, managing and removing staff users, giving each user only the role they need, and removing access promptly when someone leaves.
  • - Medical care: all medical advice, treatment and emergency response.
  • - Lawful use: using the Service in line with the law that applies to the Hospital, including health and data protection law.

7. Account security

Users must keep their login details confidential, use strong passwords, and log out of shared computers. The Hospital is responsible for all activity under its accounts. It must tell us promptly at support@zarur.in if it suspects unauthorised access. We protect accounts with the safeguards described in the Privacy Policy, such as hashed passwords, login rate limits and account lockout.

8. Acceptable use

You must not:

  • - use the Service or the website for anything unlawful, fraudulent, harmful or abusive;
  • - use it to send spam or unsolicited messages, or to make unsolicited calls;
  • - harass, threaten or deceive callers, or impersonate anyone;
  • - copy, reverse engineer, decompile or try to extract the source code, prompts or models behind the Service, except where the law allows this despite this restriction;
  • - misuse the live demo: for example, by submitting other people's personal data, real health information, offensive content, or automated or scripted traffic;
  • - overload, disrupt or try to bypass the security or usage limits of the Service, or get unauthorised access to any system or data; or
  • - resell or sublicense the Service without our written consent.

9. Fees and payment

  • - Usage: call usage is billed per minute, at the rate of the Hospital's plan.
  • - Other charges: a one-time setup fee and a monthly service charge apply, as set out in the Hospital's quote.
  • - Phone number: included.
  • - Taxes: all fees are exclusive of GST, which is charged as applicable.
  • - Price changes: we may change our prices by giving at least 30 days' prior written notice (email is enough). Changes apply from the next billing period after the notice period ends.
  • - Invoicing and payment: we invoice monthly in arrears. Invoices are due within 15 days of the invoice date. We do not charge late fees, but we may suspend the Service for continued non-payment (Section 17).
  • - Refunds: minutes already used are not refundable.

10. Free trial

We may offer a free trial (currently 7 days or 1,000 minutes, whichever comes first). No card is needed, because we set up the trial directly with the Hospital. The Service stops when the trial ends, and the Hospital has no obligation to buy. After the trial, we may share insights from the trial period along with an offer. These Terms, the DPA and the Privacy Policy apply during the trial. If the Hospital does not sign up, we delete its trial data within 90 days after the trial ends.

11. Third-party providers

To run the Service, we use providers of these types:

  • - speech recognition and voice
  • - AI language model
  • - real-time voice infrastructure
  • - telephony
  • - WhatsApp messaging
  • - email delivery
  • - cloud hosting and file storage

They are bound by contract. Each Hospital receives the named list of sub-processors in its DPA. Some features depend on these providers and on third-party networks, such as telephone networks and WhatsApp, which we do not control. We are not responsible for their outages or changes, but we will use reasonable efforts to limit the impact on the Hospital.

12. Availability and support

We use reasonable efforts to keep the Service available and working well. We may carry out planned maintenance, and we will try to give advance notice and schedule it at quieter times. Unplanned outages can happen. We do not guarantee any particular uptime unless a service level agreement (SLA) is set out in the Hospital's Contract. Support is available at support@zarur.in and on WhatsApp at +91 95265 15290. We may change or improve features over time without materially reducing the core Service the Hospital has paid for.

13. Intellectual property

  • - Ours: Zarur owns the Service, the software, the AI models and prompts, the dashboard, the website, and all related intellectual property, including improvements. We give the Hospital a non-exclusive, non-transferable right to use the Service for its own operations during its Contract.
  • - Yours: the Hospital owns its data, including patient, appointment, call and chat data. It gives Zarur the rights needed to process that data to provide the Service, as set out in the DPA and the Privacy Policy.
  • - Service improvement: as set out in the Privacy Policy and agreed in the DPA, Zarur may use anonymised data to improve the Service and train its AI. Call audio is deleted first, and transcripts and chats are stripped of all identifiers so that no person can be identified. Zarur owns the resulting improvements.
  • - Feedback: if you send us ideas or feedback, we may use them freely without any obligation to you.

14. Confidentiality

Each party will keep the other's non-public business, technical and commercial information confidential. It will use that information only to perform or receive the Service, and will share it only with people who need to know it and are bound by similar duties. This does not apply to information that is public, already known to the receiving party, independently developed, or that must be disclosed by law. In that last case, the disclosing party will be notified where the law allows. Personal data is handled under the DPA and the Privacy Policy.

15. Warranties and disclaimers

Each party confirms that it has the authority to enter into these Terms. Apart from what is expressly stated in these Terms or the Contract, the Service and the website are provided "as is" and "as available", to the fullest extent the law allows. We do not promise that the Service will be error-free or uninterrupted, or that every call or message will be handled correctly.

16. Limitation of liability

To the fullest extent the law allows:

  • - Cap: each party's total liability arising out of or relating to these Terms and the Service is limited to the total fees paid by the Hospital to Zarur in the 6 months before the claim.
  • - No indirect losses: neither party is liable for indirect, incidental, special or consequential losses, such as lost profits, lost revenue or harm to reputation, even if it was told such losses were possible.
  • - Exceptions: these limits do not apply to the Hospital's payment obligations, to breaches of Section 8 (acceptable use), to either party's indemnity under Section 17A, or to liability that cannot be limited by law.

Nothing in these Terms makes Zarur responsible for medical outcomes, which remain the Hospital's responsibility (Section 4).

17. Suspension, termination, and data return and deletion

  • - Suspension: we may suspend the Service, with notice where practical, if the Hospital does not pay fees that are due, if it seriously breaches these Terms, or if we need to in order to protect the Service, callers or other users from harm or a security risk. We will restore the Service once the issue is resolved.
  • - Termination: either party may end the Contract as set out in the Contract. Either party may also end it by written notice if the other party materially breaches these Terms and does not fix the breach within 30 days of written notice. We may end the Contract on notice for continued non-payment.
  • - When the Contract ends: the Hospital's access stops, and it must pay any fees due up to that date. Before the end date, the Hospital can export its appointments, call history and patient list as CSV files from the dashboard.
  • - Deletion: in line with the Privacy Policy, we delete the Hospital's data within 90 days after the Contract ends, or within 30 days of the Hospital's deletion request. Backups are overwritten within about 30 days. Call audio is never kept beyond 12 months. We may keep data that the law requires us to keep, such as logs (at least 1 year) and billing records (8 years), and anonymised data as described in Section 13.
  • - Sections that by their nature should continue after termination continue, including those on fees owed, intellectual property, confidentiality, disclaimers, liability, indemnity and governing law.

17A. Indemnity

  • - The Hospital will indemnify Zarur against third-party claims arising from the Hospital's medical advice or care, inaccurate information it entered, its breach of Section 8, or its breach of law in using the Service.
  • - Zarur will indemnify the Hospital against third-party claims that the Service, used as permitted, infringes that third party's intellectual property rights in India.

The party seeking indemnity must notify the other promptly, let it control the defence, and cooperate reasonably.

18. Force majeure

Neither party is liable for a delay or failure caused by events beyond its reasonable control. These include natural disasters, epidemics, war, government action, power or internet failures, failures of telecom or third-party networks, and cyber-attacks despite reasonable safeguards. Payment obligations are not excused this way. If such an event lasts more than 60 days, either party may end the affected Contract by written notice.

19. Changes to these Terms

We may update these Terms from time to time. We will post the new version on this page and change the "Last updated" date. For material changes, we will give Hospitals at least 30 days' notice by email. If a Hospital continues to use the Service after the change takes effect, it accepts the updated Terms. If a Hospital does not agree, it may end its Contract before the change takes effect. Changes do not override a signed Contract during its current term unless that Contract allows it.

20. Governing law and disputes

These Terms are governed by the law of India, including the Indian Contract Act, 1872 and the Information Technology Act, 2000. The courts at Kozhikode, Kerala have exclusive jurisdiction. Before going to court, the parties will try in good faith to resolve any dispute through discussion between senior representatives for 30 days.

21. General

These Terms, together with the Contract, the DPA and the Privacy Policy, are the entire agreement between the parties about the Service. If any part is found unenforceable, the rest continues in effect. A failure to enforce a right is not a waiver of it. Neither party may assign these Terms without the other's consent, except that Zarur may assign them to a successor in a merger or acquisition by giving notice. The parties are independent contractors. Notices to Zarur go to support@zarur.in, and notices to the Hospital go to the email address in its account or Contract.

22. Grievances and contact

Grievance Officer: Muhammad Shammas, Co-founder Zarur Technologies Private Limited, Kozhikode, Kerala Email: support@zarur.in

We will acknowledge and respond to grievances within the timelines set out in our Privacy Policy. Under the DPDP Rules, that means within a reasonable period of no more than 90 days.

Trial and business enquiries: business@zarur.in WhatsApp: +91 95265 15290