Terms of Service

Last updated: 29 September 2026

Placeholder — have an actual lawyer review this before it's binding on paying customers. This draft reflects what's already stated plainly on the pricing and FAQ pages, but it is not a substitute for a proper commercial services agreement, especially the liability, indemnity, and termination clauses.

1. What CareLoop is

CareLoop is a WhatsApp-based patient feedback, review generation, and grievance-alerting service for hospitals, described in full on our pricing page. By using CareLoop, a hospital agrees to these terms.

2. What CareLoop is not

CareLoop is not the hospital's appointed grievance officer under any applicable law, and does not make the hospital compliant with the Digital Personal Data Protection Act, 2023 or any other regulation. CareLoop only messages patients the hospital confirms have consented, and keeps a record of what happened — responsibility for compliance and for acting on grievances stays with the hospital.

3. Consent is the hospital's responsibility

The hospital's discharge desk must confirm patient consent before logging a discharge. CareLoop will not message a patient without that confirmation, but CareLoop relies on the hospital's staff to obtain and record that consent honestly.

4. No score filtering

CareLoop sends the same review invitation to every patient who replies to the feedback message, regardless of score. A hospital may not ask CareLoop to filter, delay, or suppress review invitations based on score — doing so violates WhatsApp Business Platform's own policies and can result in the hospital's WhatsApp number being restricted by Meta, which is outside CareLoop's control.

5. Fees

Fees are as stated on the pricing page at the time of signup, billed monthly, plus the one-time setup fee per location. CareLoop may change pricing for new customers at any time; existing customers will be notified before any change takes effect for them.

Payment and late payment. We email you a payment link a few days before each monthly fee is due, and you can pay it online. If the fee is not received within 7 days after the due date, we pause CareLoop for your hospital: we stop sending feedback messages and review invitations to your patients. We email you when a payment is overdue and again if the service is paused. Your data is kept while the service is paused, and CareLoop starts again automatically once the payment is received.

6. Meta / WhatsApp approval timelines

Message template approval is decided by Meta, not CareLoop. CareLoop is not responsible for delays in Meta's review process.

7. Data

See our Privacy Policy for how patient and hospital data is handled.

8. Termination

Placeholder — notice period, data return/deletion timeline on termination, and refund policy need to be decided and written here explicitly.

9. Limitation of liability

Placeholder — this needs proper legal drafting before it protects either party. Do not treat the current absence of a cap here as intentional.

10. Governing law

These terms are governed by the laws of India.

11. Contact

Questions about these terms: info@careloop.app.