Terms of Use

The Dr.20 app and the website www.dr20.in are provided by DR20 TRUST, a Public Charitable Trust with its registered office in Kavalkinaru, Tirunelveli District, Tamil Nadu (“the Trust”, “we”). By creating an account or booking a service, you agree to these terms.

Dr.20 is not an emergency service. In an emergency, call 108 or 112, or go to the nearest hospital.

• The Dr.20 app is not a medical device and does not diagnose, treat, cure, or prevent any medical condition.
• Always consult a qualified healthcare professional for medical advice, diagnosis or treatment.
• Consultations happen in person. Dr.20 does not offer video or phone consultations, and prescriptions are issued only after an in-person consultation.
• General information in the app, such as service descriptions, does not replace advice from your doctor.

• The doctors, nurses, physiotherapists, caregivers, counsellors and lab technicians who provide Dr.20 services work for, or are engaged by, DR20 TRUST. Each doctor's registration number and qualification are shown in the app.
• Partner clinics and laboratories are independent. They are responsible for their own services, fees and reports.

• You must be 18 or older to create an account. Parents and guardians can add children as family members.
• You sign in with your mobile number and a one-time password (OTP). Never share your OTP with anyone.
• Give correct information and keep it up to date, especially health details that affect your care.
• When you book for a family member, you confirm that you have their permission, or that you are their parent or guardian.
• You are responsible for what happens in your account. Tell us promptly if you think someone else has used it.

• For doctor and counselling appointments, you choose the professional and the time slot.
• For home visits and shifts, the branch assigns a suitable nurse, caregiver or physiotherapist.
• Home services are available only within each branch's service area.
• If the assigned staff member cannot attend, the branch will try to arrange a replacement. The Refund & Cancellation Policy applies if it cannot.
• After each home visit or shift, you are asked to confirm and rate it. If you do not respond within 48 hours, the visit is treated as confirmed. If you are unhappy, raise a complaint instead of confirming.

• Prices are set by the Trust and may differ between branches. The full price is shown before you pay, and there are no platform or convenience fees.
• The ₹20 doctor consultation fee is set by the Board of Trustees and may change. The fee shown in the app when you book is the fee that applies.
• You pay before the service is provided. Shifts are paid in full at the time of booking.
• You can pay online in the app with UPI or a card through our payment provider, with a UPI QR code, or in cash.
• DR20 TRUST gives you a receipt for every payment.
• Prices are the same for everyone booking the same service at the same branch. The app does not offer discounts, coupons or free care at present.
• For private clinic consultations you pay the clinic directly, and labs bill you directly for tests. No money for those is paid through Dr.20.

Cancellations and refunds are covered by our Refund & Cancellation Policy.

• Refund & Cancellation Policy

• Nobody can pay to be listed higher. The Trust does not sell featured or sponsored places.
• The main factors that decide the order of doctors are expected to be your branch, the speciality you are looking for and the earliest available slot. The final list of factors will be published here before the app launches.
• Ratings are shown as patients give them. We do not pay for, write or edit reviews, but we may remove reviews that are abusive or unlawful.

• Do not give false information, or book for someone without their permission.
• Treat staff and other patients with respect. Abuse, harassment or threats may lead to your account being suspended.
• Do not misuse the app, for example by trying to reach other people's data, disrupting the service, or copying, reverse engineering or scraping it.
• Reviews must be honest. They must not be abusive or defamatory, or include other people's personal information.

The Dr.20 name and logo, the Dr.20 app and this website belong to DR20 TRUST. You may use them only to access the service for yourself and your family.

• We provide our services with reasonable care and skill.
• We are not responsible for services provided by independent partner clinics and labs, or for delays caused by events beyond our reasonable control.
• Nothing in these terms limits your rights under the Consumer Protection Act, 2019, or any other right that the law does not allow us to exclude.

• You can delete your account at any time.
• We may suspend or close an account that breaks these terms or the law. We will tell you why, unless the law or someone’s safety prevents us from doing so.

• Request Account Deletion

These terms are governed by the laws of India. We will first try to resolve any dispute through our grievance process. The courts at Tirunelveli, Tamil Nadu have jurisdiction, without affecting your right to approach a consumer commission.

We may update these terms. When we do, we change the version number and date at the top of this page, and we tell you in the app before an important change takes effect.

• How to raise a grievance