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Terms of Service

Version of 12 Nov 2026 · First published 1 May 2026
Applies to accounts opened from 12 Nov 2026; to accounts opened earlier from 12 Dec 2026.

1. About these terms

LabOS (the “Service”) is provided by MedOS (“we”, “us”). These terms are an agreement between us and the laboratory or organisation that opens a LabOS account (“you”, the “lab”). The person who opens the account accepts them for the lab, by ticking the box at signup, and confirms they are authorised to do so. Our Privacy Policy is part of these terms. If you do not agree, do not use the Service.

2. Your account

  • The person opening the account must be at least 18 and able to enter into a contract for the lab.
  • The mobile number used at signup becomes the owner's sign-in. Everyone signs in with a one-time code sent to their own mobile.
  • You decide who in your lab gets access and with which role and branches, and you remove people who leave. You are responsible for what is done under your account.
  • Tell us at once at support@med-os.in if you think someone has used your account without permission.

3. Free trial

A new lab gets a 14-day free trial of the plan it chooses. No card is needed to start. To keep using LabOS after the trial, pay for a plan from Plans & Billing. We may limit an account that has not paid after its trial or paid period ends; your data is not deleted because of that (see section 12).

4. Plans, prices and payment

  • Plans, prices and what each includes are on our pricing page; signed-in owners also see them under Plans & Billing.
  • Prices are in Indian Rupees and exclude GST, which is added at the applicable rate (currently 18%).
  • Payments are processed by Razorpay; by paying you also agree to Razorpay's terms for that payment.
  • Each period (monthly or annual) is paid in advance. LabOS never charges you automatically: to continue after a period ends, pay for the next one from Plans & Billing.
  • Annual subscriptions are billed upfront and are not refundable except where the law requires. The price of a period you have paid for does not change.

5. Support and availability

  • Starter includes support by email. Professional includes priority support: its requests are answered before those on Starter.
  • Write to support@med-os.in. We answer as soon as we can, but no plan includes a guaranteed response time.
  • We work to keep LabOS available, but we do not promise uninterrupted service, and no plan includes an uptime or availability guarantee, unless we agree one with you in a separate signed agreement.
  • We announce planned maintenance in advance where we can. Keep a way to work during an outage (for example printed request forms) as any lab would.

6. Your data

  • Your lab's data, including patient data, belongs to you. You give us the right to process it only to provide the Service, as section 8 and the Privacy Policy describe.
  • You can export data from LabOS at any time: analytics and finance reports as CSV, reports as PDF, and a copy of one patient's data from their record (their details, visits with tests and released results, consent history, and who the data went to).
  • For a full export of your lab's data (records as CSV or JSON, and your uploaded files), the owner writes to support@med-os.in, while the account is open and for 30 days after it is closed.

7. Your duties as Data Fiduciary

For your patients' data, your lab is the Data Fiduciary under the Digital Personal Data Protection Act, 2023. LabOS gives you tools for these duties, but they remain yours:

  • Notice: tell patients, in English or a language of the Eighth Schedule they understand, who you are and how to reach you, what data you collect and why, how to withdraw consent and use their rights, and how to complain to the Data Protection Board. You may show, print or send our notice for patients (English and Hindi): the links to it from inside your account and from your patients' report pages name your lab and give the address, phone number and email in Settings › Lab Profile, so keep those correct and make sure someone answers them. You are responsible for the notice being accurate for your lab; if your lab uses patient data in ways it doesn't describe, give your own notice as well.
  • Lawful basis and consent: have a lawful basis for what you do with patient data. Until the DPDP Act's main provisions apply (May 2027), the 2011 IT Rules require written consent before you collect health information; take it on your registration or test-request form. LabOS's consent box records the patient's consent to receive reports, bills and payment reminders by WhatsApp, SMS or email; tick it only when the patient has agreed, and act on withdrawals. Take consent from a parent or lawful guardian for a patient under 18 or a person with a disability who has a lawful guardian.
  • Referrals and organisations: the doctor or organisation a patient is registered under sees that patient's reports in its portal. Register a patient under an organisation only when it really sent them, and where it is the patient's employer, make sure the patient knows the employer will see the results.
  • Your staff: tell your staff how their details are used in LabOS, and remove people who leave.
  • Rights and grievances: publish how patients can reach you, and answer their requests and grievances in time. In LabOS, an owner or admin can record a withdrawal, download a copy of a patient's data or erase their details from the patient's record.
  • Records: decide how long to keep records, following the laws and accreditation rules that apply to you, and don't erase records you must keep.
  • Accuracy: make sure what you enter, and the results and reports you release, are complete and correct.
  • Messages: send SMS and WhatsApp messages only as the rules allow (registered DLT templates for SMS, WhatsApp's business policies), and only to patients who agreed. LabOS sends nothing by message about a patient without consent on file.
  • Breaches: inform the Data Protection Board and affected patients of a breach as the DPDP Rules require; we help as section 8 says.
  • Your devices: keep the computers and phones used for LabOS secure, and sign out of shared ones.

8. Our duties as Data Processor

For your patients' data we act as your Data Processor, and these terms are our contract for it. We:

  • process it only to provide the Service and on your instructions (what you do in LabOS, and what you ask us in writing), never for our own purposes, advertising or training AI models;
  • let only people who need it for their work see it, under a duty of confidentiality;
  • protect it with the measures in the Privacy Policy (section 8);
  • use only the sub-processors listed in the Privacy Policy (section 7); adding one that receives patient data is a change we notify as section 15 says;
  • tell you without undue delay after we become aware of a breach affecting your data, with the details you need to notify the Board and your patients, and help you with it;
  • help you answer patients' requests, through the tools in LabOS and on request;
  • on closure, give you a full export on request and then delete your data from LabOS, as section 12 says, unless the law requires us to keep it;
  • answer your reasonable questions about how we protect your data.

9. Acceptable use

You agree not to:

  • use the Service to process data without a lawful basis or without the consent required;
  • try to break, probe, reverse-engineer or get round the Service's security, or reach other labs' data;
  • resell or redistribute the Service without a written agreement with us;
  • use the Service for anything Indian law prohibits, including tests or reports the law does not allow you to offer.

10. AI features

AI features (report summaries, Smart Report advice, interpretation drafts, test suggestions, analytics observations) are optional. They send de-identified data to AI models that may run outside India, as the Privacy Policy (section 5) describes. Their output is a draft or a suggestion, not medical advice: a qualified person in your lab must review it, and an AI draft reaches a report only when your lab approves and releases that test.

11. Clinical, NABL and ISO 15189 responsibility

LabOS provides tools that help labs meet NABL requirements (including NABL 112) and ISO 15189. LabOS itself is not accredited or certified by NABL or any other body, and using it does not make a lab accredited. Clinical responsibility for tests, results, validation, interpretation and release of reports stays with your lab and its authorised signatories. LabOS does not practise medicine.

12. Suspension and closing your account

  • You can close your account at any time: the owner writes to support@med-os.in from the owner's registered email, and we confirm with them before closing it.
  • We may suspend or close an account that breaks these terms or the law, or has not paid, telling the owner by email first where we can.
  • After closure you can ask for a full export for 30 days. After that we delete your lab's data from LabOS, except what the law requires us to keep (such as our invoices to you).
  • Before closing, keep a copy of every record you are legally required to keep: after deletion we cannot recover it.

13. Liability

To the extent the law allows, our total liability for any claim under these terms is limited to the amount you paid us in the 12 months before the claim, and we are not liable for indirect or consequential loss, or for clinical decisions made using the Service. Nothing in these terms limits liability that the law does not allow to be limited.

14. Governing law and grievances

These terms are governed by the laws of India, and the courts of Mumbai, Maharashtra have exclusive jurisdiction over disputes. Before going to court, write to us at legal@med-os.in; we will try to resolve the matter with you. Privacy grievances go to our Grievance Officer at privacy@med-os.in (Privacy Policy, section 14).

15. Changes to these terms

We email lab owners about a material change (one that adds to what you must do, or reduces what we provide) at least 30 days before it applies to their account, and the version date at the top changes. This version adds duties for labs (section 7), so it applies to accounts opened from 12 Nov 2026, and to accounts opened earlier from 12 Dec 2026; until then the previous version applies to them. Earlier versions are available on request.

16. Contact

Support: support@med-os.in · These terms: legal@med-os.in · Privacy: privacy@med-os.in