Terms of Service

1. About KiloCare

KiloCare is a clinical weight management technology platform operated by Continuum Protocols Private Limited, Bangalore, Karnataka, India. We connect eligible patients with independent registered physicians (holding an MD in Medicine or a qualification in Endocrinology, and registered with the National Medical Commission or a State Medical Council) who may prescribe medications as part of a supervised treatment plan.

KiloCare is not a hospital, clinic, or healthcare provider. We provide technology infrastructure — scheduling, care coordination, and prescription logistics. All clinical decisions are made exclusively by the independent physicians on our platform.

2. Not Medical Advice

Content on this website is for informational and educational purposes only. That covers articles, FAQs, product descriptions, and anything a care coordinator or nutritionist tells you. It does not constitute medical advice, diagnosis, or treatment.

All clinical decisions, including whether to prescribe medication, which medication to prescribe, at what dose, and for how long, are made solely by the independent, licensed physician assigned to your care. Always consult a qualified healthcare provider for medical concerns. KiloCare does not practise medicine.

3. Eligibility

To use KiloCare, you must:

• Be at least 18 years of age.
• Be physically located in India at the time of consultation.
• Provide truthful, complete, and current medical information during the screening process.

Not all applicants will qualify for treatment. Eligibility is determined solely by the prescribing physician based on clinical criteria. KiloCare does not guarantee enrolment or a prescription.

4. The Doctor-Patient Relationship

Your use of KiloCare does not create a doctor-patient relationship with Continuum Protocols Private Limited. The doctor-patient relationship exists solely between you and the independent registered physician who conducts your consultation.

Physicians on the KiloCare platform are independent contractors, not employees of Continuum Protocols Private Limited. They exercise independent clinical judgment in all prescribing decisions. KiloCare does not supervise, direct, or control the medical decisions of any physician. KiloCare is not liable for clinical outcomes resulting from a physician's independent medical judgment.

5. Telemedicine & Informed Consent

By using KiloCare, you consent to receiving medical consultation via telemedicine, subject to the Telemedicine Practice Guidelines, 2020. You understand and acknowledge:

• Your first consultation must be conducted via real-time video call with your physician. No prescription will be issued without a completed initial video consultation.
• Follow-up consultations may be conducted via video, phone, or chat at the physician's clinical discretion.
• Telemedicine has inherent limitations. Your physician may require in-person examination or laboratory tests before prescribing or continuing treatment.
• You may withdraw consent for telemedicine at any time, which will end your ability to receive clinical services through the platform.
• In case of a medical emergency, call 112 or go to your nearest emergency department immediately. KiloCare is not an emergency service.

5.1 Video Recording Consent

Video consultations are recorded, and the recording is kept as part of your medical record. Recording is how we deliver and evidence your care: your physician can refer back to the consultation, and the clinical decisions taken in it can be checked against what was actually said. You consent to recording on the screen shown before your first consultation, and you are shown that a recording has started before each consultation.

Because the recording forms part of your medical record, we keep it for the period set out in our Privacy Policy, and we cannot delete it on request during that period. You may withdraw your consent to recording at any time by emailing our Data Protection Officer. Withdrawal applies to future consultations, and we will contact you to discuss how your care continues; it does not remove recordings already made.

5.2 Informed consent to treatment

Before a first prescription, your physician discusses the risks, benefits and alternatives with you during the video consultation, and your acknowledgement is recorded as part of that consultation. What is discussed depends on what they are proposing, and that is a clinical conversation between you and them.

6. Your Care Team — Scope of Practice

Your KiloCare care team may include a prescribing physician, clinical nutritionist, and care coordinator. Their roles are strictly defined:

• Prescribing physician: a registered physician with an MD in Medicine or a qualification in Endocrinology. Makes all clinical and prescribing decisions independently.
• Clinical nutritionist: Registered dietitian providing meal planning and lifestyle guidance. Cannot prescribe, adjust medication doses, or give medical advice.
• Care coordinator: Handles scheduling, follow-up logistics, and medication coordination. Cannot provide medical advice or clinical guidance of any kind.

If you receive advice from a non-physician team member that appears to conflict with your physician's instructions, follow your physician's instructions and notify us at support@kilocare.in.

7. Prescriptions & Medication

Medication is prescribed only at the sole discretion of independent physicians. KiloCare coordinates fulfilment through licensed pharmacy partners in accordance with CDSCO regulations and the Drugs & Cosmetics Act, 1940. No medication is dispatched without a valid e-prescription issued by a registered physician.

You acknowledge that:

• The medicines used in weight management are prescription-only (Schedule H) in India. Obtaining or using them without a valid prescription is illegal.
• You will follow your physician's instructions on dosage, administration, storage, and follow-up appointments.
• You will report any adverse effects to your physician promptly and seek emergency care if required.
• KiloCare does not manufacture, store, or dispense medications. Pharmacy partners are independent businesses operating under their own regulatory licences.

8. Payments

Plans, their prices, and what each one includes are shown on the KiloCare website at the time of enrolment, and your care coordinator confirms them with you before any charge is made. Medication is priced separately from the plan, and what you pay for it depends on what your physician prescribes.

Payment for the clinical plan may be taken before your first physician consultation, at the point your care coordinator confirms you are ready to proceed. Being charged does not mean you have been medically approved for therapy. Clinical eligibility is determined solely by the physician during your consultation. If the physician determines that medication is not appropriate for you, the clinical plan fee is refunded. Other refund requests for the clinical plan are considered on a case-by-case basis within 7 days of billing.

One-time consultation fees are separate from the clinical plan and are not refundable if you cancel, do not attend, or end the consultation early. The fee covers the evaluation itself and one follow-up consultation, whether or not therapy is recommended. You may move your consultation once, free of charge, up to 2 hours before it starts. If your physician does not attend, or a technical failure on our side prevents the call, we will rebook you at no further charge. Contact KiloCare support if you prefer a full refund instead. A one-time consultation fee is not credited against a subsequent clinical plan.

Medication refunds are subject to the pharmacy partner's return policy and applicable pharmaceutical regulations. Opened or temperature-compromised medications cannot be returned for safety reasons.

9. Your Obligations

• Provide accurate and complete medical information at all times. Providing false information that leads to an inappropriate prescription is your sole responsibility.
• Attend scheduled consultations or cancel at least 24 hours in advance.
• Follow your physician's clinical instructions, including storage requirements and monitoring.
• Not share, resell, or redistribute prescribed medications.
• Not use the platform to obtain medications for any person other than yourself.

10. Limitation of Liability

To the maximum extent permitted by applicable Indian law:

• KiloCare is not liable for clinical outcomes, adverse reactions to prescribed medications, or decisions made by independent physicians.
• KiloCare is not liable for delays in pharmacy fulfilment, cold-chain failures beyond our pharmacy partner's reasonable control, or medication unavailability.
• Individual weight loss and health outcomes vary. KiloCare makes no guarantee of specific clinical results.
• KiloCare's total aggregate liability for any claim arising from or related to use of the platform shall not exceed the total fees paid by you to KiloCare in the 12 months immediately preceding the claim.

11. Indemnification

You agree to indemnify and hold harmless Continuum Protocols Private Limited, its directors, employees, and contractors from any claims, damages, or costs (including reasonable legal fees) arising from: (a) your breach of these terms; (b) your provision of false or incomplete medical information; (c) your failure to follow your physician's clinical instructions; or (d) your unauthorised use of the platform or prescribed medications.

12. Intellectual Property

All content, design, software, and branding on this website are the property of Continuum Protocols Private Limited and may not be reproduced without written permission.

13. Privacy & Data

Your use of KiloCare is subject to our Privacy Policy, which is incorporated into these terms by reference. The Privacy Policy explains what data we collect, how it is used and protected, and your rights under the DPDP Act, 2023.

14. Governing Law & Dispute Resolution

These terms are governed by the laws of India. Any dispute arising from or related to the use of this platform will first be referred to mediation conducted in Bangalore. If mediation does not resolve the dispute within 30 days, it will be subject to the exclusive jurisdiction of the courts in Bangalore, India.

15. Changes to Terms

We may update these terms from time to time. Material changes will be communicated via the website and, where possible, via direct notification to active users at least 14 days before the change takes effect. Continued use of the platform after the effective date of any change constitutes acceptance of the updated terms.

16. Contact

Continuum Protocols Private Limited
Registered office:
No. 58-B, Dhanapal Layout, 2nd Floor,
Shettihalli, Jalahalli West, Bangalore North,
Bangalore 560015, Karnataka, India
General enquiries: support@kilocare.in
Legal / privacy: legal@kilocare.in
Grievance Officer (IT Act Intermediary Rules): grievances@kilocare.in