Terms & Conditions

These Terms & Conditions (“Terms”) are an agreement between you and Aynstyn Technologies Private Limited (“Labgen”, “we”, “us”), which operates labgen.online, its subdomains, portals, the Labgen Bridge agent and related services (the “Services”).

By creating an account, clicking to accept, paying for a plan or using the Services, you agree to these Terms and to our Privacy Policy and Cookie Policy, which form part of them. If you accept for a laboratory or other organisation, you confirm that you are authorised to bind it.

This document is an electronic record under the Information Technology Act, 2000 and the rules made under it. It is generated by a computer system and does not need a physical or digital signature. It is published under rule 3(1) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

• Customer — the laboratory, collection centre or organisation that holds a Labgen subscription.
• Authorised User — a person the Customer allows to use its account, such as staff, pathologists, consultants and collection partners.
• Customer Data — all data the Customer or its Authorised Users enter into, or send to, the Services, including patient data, test results and reports.
• Portal User — a patient, consultant doctor or corporate user who signs in to a Labgen portal.

• You must be at least 18 years old and able to form a binding contract under the Indian Contract Act, 1872.
• A Customer operating a diagnostic laboratory must hold, and keep valid, the registrations and licences its activity requires, such as registration under the Clinical Establishments (Registration and Regulation) Act, 2010 or the applicable state law. We may ask for proof during Lab Authentication, and may refuse or suspend activation if it is not provided.
• Account information must be accurate and kept up to date.
• You are responsible for keeping sign-in details confidential and for all activity under your account. Each Authorised User must have their own login; logins may not be shared.
• Tell us immediately at the support address below if you suspect unauthorised access.

We grant the Customer a non-exclusive, non-transferable, revocable right, for the subscription term, to use the Services for its own internal laboratory operations, according to its plan and these Terms.

The modules available depend on the plan purchased. We may improve, change or retire features. If a change materially reduces the core functionality of a paid plan during its current term, we will give reasonable notice, and the Customer may end the plan and receive a pro-rata refund of prepaid fees for the unused period.

Labgen is software. We do not perform tests, give medical advice, make diagnoses or authorise reports. The Customer and its qualified personnel are solely responsible for:

• the accuracy, validation and authorisation of every result and report;
• reference ranges, critical values, units and methods configured in the Services, including any defaults we supply;
• checking results received from analyzers through machine interfacing before release;
• complying with laws and standards that apply to laboratories, such as the Clinical Establishments Act, NABL and ISO 15189 requirements, and ICMR guidelines.

AI summaries, insights and flags are aids only. They may be incomplete or wrong. They must be reviewed by a qualified professional and must not be relied on as a diagnosis.

• Fees are shown on our pricing page or at checkout, and may include a one-time onboarding fee and a minimum initial subscription period. Prices are in Indian Rupees and exclude GST, which is charged at the applicable rate.
• Payments are processed by Razorpay. Subscriptions are billed in advance for the period chosen.
• Trial periods, where offered, end on the date shown in the account. Continued use after a trial requires a paid plan.
• Campaign credits are prepaid, used for SMS and email campaigns, and are not transferable, not redeemable for cash, and not refundable once used.
• If payment is not received by the due date, we may suspend the account after notice. Customer Data is kept during suspension and access is restored on payment.
• We may change prices with at least 30 days' notice. The new price applies from the next renewal.
• Except as stated in these Terms or required by law, fees already paid are non-refundable. Duplicate or failed charges are refunded to the original payment method.

The Customer owns its Customer Data. For patient data, the Customer is the Data Fiduciary and Labgen is a Data Processor under the Digital Personal Data Protection Act, 2023. The Customer is responsible for:

• giving patients the notices and obtaining the consents the law requires, including a guardian's consent for minors;
• the lawfulness and accuracy of the data it enters;
• answering patients' requests to exercise their rights. We will help where the request relates to data in the Services.

We will:

• process Customer Data only to provide the Services and on the Customer's documented instructions;
• keep it confidential and protect it with reasonable security practices under section 43A of the IT Act and the DPDP Act;
• notify the Customer without undue delay of a personal data breach affecting its data;
• not sell Customer Data, or use it for advertising or to train AI models.

We may use aggregated, de-identified data that cannot identify the Customer or any person to operate and improve the Services.

When the Customer sends SMS or email through the Services — report alerts or marketing campaigns — it is the sender and must comply with the Telecom Commercial Communications Customer Preference Regulations, 2018 of TRAI (including DLT registration of headers and templates, where applicable) and with other applicable law.

Promotional messages may be sent only to people who have agreed to receive them, and must respect opt-outs. We may block or suspend campaigns that appear to be spam or that attract complaints.

You must not use the Services to host, display, upload, publish, transmit or share anything that:

• belongs to someone else and you have no right to use;
• is defamatory, obscene, invasive of another's privacy, harassing, or hateful on grounds of religion, caste, ethnicity or gender, or encourages money laundering or gambling;
• is harmful to children;
• infringes a patent, trademark, copyright or other proprietary right;
• deceives or misleads about where a message came from, or knowingly spreads false or misleading information;
• impersonates another person;
• threatens the unity, integrity, defence, security or sovereignty of India, its friendly relations with foreign states, or public order, or incites an offence;
• contains software viruses or other code designed to disrupt, damage or limit any computer resource;
• violates any law in force.

You also must not falsify or back-date results, get around access controls or usage limits, probe or attack the Services, reverse-engineer them except where the law allows, resell them without our written agreement, or use them to build a competing product.

We may remove or disable access to content that breaks these rules, and may suspend or terminate accounts, as rule 3(1)(b) and 3(1)(d) of the Intermediary Guidelines allow.

The Services, including software, designs, the master test catalogue, documentation and the Labgen name and logo, are owned by Aynstyn Technologies Private Limited or its licensors and protected by Indian and international law. Apart from the right to use given in these Terms, no rights are transferred.

The Customer gives us a limited licence to host, copy, process and display Customer Data only as needed to provide the Services. If you send us suggestions or feedback, we may use them freely without obligation.

The Services depend on third parties such as payment gateways, SMS and email providers, cloud hosting and AI providers. Your use of them may also be subject to their terms. We are not responsible for the acts or omissions of third-party services we do not control, but we choose providers carefully and hold them to contractual protections.

We work to keep the Services available and to give advance notice of planned maintenance where practical. Unless a separate written service-level agreement applies, the Services are provided without a guaranteed uptime. Support is available at [email protected]. The Customer should keep its own copies of reports it must retain by law, and may export its data at any time.

To the extent permitted by law, the Services are provided “as is” and “as available”. We make no other warranty, express or implied, including of merchantability, fitness for a particular purpose, or that the Services will be uninterrupted or error-free. Nothing in these Terms excludes rights you have under the Consumer Protection Act, 2019 that cannot be excluded.

To the maximum extent permitted by law:

• neither party is liable for indirect, incidental, special, consequential or punitive losses, or for loss of profit, revenue, goodwill or data, however caused;
• Labgen's total liability arising out of or relating to these Terms is limited to the fees the Customer paid for the Services in the 12 months before the event giving rise to the claim;
• Labgen is not liable for any clinical decision, diagnosis or treatment based on results or reports issued through the Services.

These limits do not apply to fraud, wilful misconduct, a party’s indemnity obligations, or liability that cannot be limited by law.

The Customer will indemnify and hold harmless Aynstyn Technologies Private Limited, its directors, employees and agents from third-party claims, penalties and reasonable costs arising from: Customer Data; results or reports the Customer issues; the Customer’s breach of these Terms or of the law, including data-protection and telecom rules; or misuse of the Services by its Authorised Users.

• The Customer may cancel at any time from the account or by writing to us. Cancellation takes effect at the end of the current paid period, subject to any minimum term agreed at purchase.
• We may suspend or terminate access immediately for serious or repeated breach of these Terms, non-payment after notice, unlawful use, or a risk to the security of the Services or other customers.
• After termination, the Customer has 30 days to export its Customer Data. We will then delete it, except copies we must keep by law and backups that expire on their normal cycle.
• Sections that by their nature should survive termination — including fees owed, data protection, intellectual property, disclaimers, limitation of liability, indemnity and governing law — survive.

These Terms are governed by the laws of India. The parties will first try to settle any dispute in good faith by negotiation for 30 days after written notice.

If it is not settled, it will be referred to final and binding arbitration under the Arbitration and Conciliation Act, 1996 by a sole arbitrator appointed by mutual agreement. The seat and venue of arbitration will be Hyderabad, Telangana, and the language will be English.

Subject to the above, the courts at Hyderabad, Telangana have exclusive jurisdiction, including for interim relief. Nothing here limits a consumer’s right to approach a Consumer Commission under the Consumer Protection Act, 2019.

• Force majeure: neither party is liable for delays caused by events beyond its reasonable control, such as natural disasters, epidemics, war, government action, or failures of power, internet or third-party infrastructure. This does not excuse payment obligations.
• Assignment: the Customer may not assign these Terms without our written consent. We may assign them to an affiliate or a successor to our business.
• Severability: if any provision is held invalid, the rest remain in force.
• Waiver: failing to enforce a right is not a waiver of it.
• Entire agreement: these Terms, the policies they refer to and any order form are the whole agreement and replace earlier understandings. A signed order form prevails if it conflicts with these Terms.
• Notices: we send notices to the email address on the account. Notices to us go to the support address below.
• Changes: we may update these Terms and will notify Customers of material changes at least 30 days in advance. Continuing to use the Services after that date means acceptance.

Under rule 3(2) of the Intermediary Guidelines and the DPDP Act, complaints about the Services or about content on them may be sent to:

We acknowledge complaints within 24 hours and resolve them within 15 days of receipt. For anything else, contact [email protected].