These terms govern your use of Lisn Health products — the patient app, the doctor dashboard, and any related services. By using Lisn, you agree to these terms.
Lisn is a clinical assistant for doctors — not a replacement for medical judgment. Doctors stay in clinical command. Misuse can lead to suspension. Disputes are heard in Gurugram under Indian law.
Crystal Health LLM Private Limited, operating under the brand name Lisn Health
PLEASE READ THESE TERMS OF SERVICE CAREFULLY BEFORE USING THIS APPLICATION. BY DOWNLOADING, ACCESSING, OR USING THE SERVICES, YOU IRREVOCABLY ACCEPT ALL THE CONDITIONS STIPULATED IN THIS AGREEMENT AND AGREE TO ABIDE BY THEM. IF YOU DO NOT AGREE TO THESE TERMS, DO NOT USE THIS APPLICATION.
Crystal Health LLM Private Limited ("us", "we", or "Lisn Health"), having its registered office at 71/358, Pratap Nagar, Sanganer, Jaipur, Rajasthan – 302033, India, is the author and publisher of the Lisn Health Patient Application (web access at https://patient.lisn.health), the Lisn Health Pro Application used by Healthcare Providers and their Staff (web access at https://doctor.lisn.health), and the public website at https://lisn.health (together, the "Platform" or "Website").
These Terms of Service ("Terms") and the Privacy Policy available at https://lisn.health/privacy ("Privacy Policy") together constitute a legal agreement ("Agreement") between you and Lisn Health in connection with your use of the Platform and the Services (as defined below).
This Agreement applies to you whether you are:
The Services made available by Lisn Health on the Platform include but are not limited to:
The Services may change from time to time at the sole discretion of Lisn Health, and this Agreement will apply to your use of the Platform as well as to all information provided by you at any given point in time. We reserve the right to modify or terminate any portion of this Agreement at any time, and such modifications will be communicated to you. Your continued use of the Platform following any modification constitutes your acceptance of the Agreement as modified.
This Agreement is published in compliance with and is governed by the provisions of Indian law, including the Indian Contract Act 1872, the Information Technology Act 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Information) Rules 2011, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, the Digital Personal Data Protection Act 2023, and the Telemedicine Practice Guidelines 2020.
You must be at least 18 years of age to register on the Platform as a primary User, to use the Services, or to visit or use the Platform in any manner. By registering, visiting, and using the Platform or accepting this Agreement, you represent and warrant to Lisn Health that you are 18 years of age or older and that you have the right, authority, and capacity to use the Platform and the Services.
In case the Platform or Services are to be accessed by a minor (a person below 18 years of age), only the parent or legal guardian of such minor shall register as the Primary User and add the profile of the minor as a Secondary User or dependent. The Primary User shall be entirely responsible and accountable for the minor's activity on the Platform and for all information submitted on the minor's behalf.
The terms in this Clause 3 are applicable to Users other than Healthcare Providers and Staff.
3.1.1 The terms "personal information" and "sensitive personal data or information" are defined under the SPI Rules and are reproduced in the Privacy Policy.
3.1.2 Lisn Health may, through its Services, collect information relating to the devices through which you access the Platform and anonymous data of your usage. The collected information will be used only for improving the quality of Lisn Health's services and to build new services.
3.1.3 The Platform allows Lisn Health to have access to registered Users' phone number for communication purposes, so as to provide you a better way of booking appointments, sending prescription notifications, medicine reminders, follow-up alerts, and (where available) for obtaining feedback in relation to the Healthcare Providers and their practice.
3.1.4 The User is responsible for maintaining the confidentiality of their account access information and password. The User shall be responsible for all usage of their account and password, whether or not authorised by the User. The User shall immediately notify Lisn Health at support@lisn.health of any actual or suspected unauthorised use of their account or password. Although Lisn Health will not be liable for losses caused by any unauthorised use of your account, you may be liable for the losses of Lisn Health or other parties due to any unauthorised use of your account.
3.1.5 If a User provides any information that is untrue, inaccurate, not current, or incomplete, or if Lisn Health has reasonable grounds to suspect that such information is untrue, inaccurate, not current, or incomplete, Lisn Health has the right to discontinue the Services to the User at its sole discretion.
3.1.6 Lisn Health may use information collected from Users for the purposes of debugging customer-support-related issues.
3.1.7 Lisn Health shall not be responsible in any manner for the authenticity of the personal information or sensitive personal data or information supplied by the User.
3.2.1 A "Primary User" is a registered User who has created an account on the Platform. A "Secondary User" is any person (including minors, adult dependents, or pets) whose profile has been created on the Platform under the account of a Primary User.
3.2.2 All Services will be accessed through and provided to the Primary User. A Secondary User may avail Services rendered through the Primary User's account as a beneficiary. The Primary User will be entirely responsible and accountable for the Secondary User's activity on the Platform, as if the Platform were being accessed by the Primary User directly.
3.2.3 The Primary User agrees that it is their sole responsibility to obtain prior consent of any adult dependent before registering them as a Secondary User and before sharing, uploading, or submitting any sensitive personal information on their behalf. Lisn Health assumes no responsibility for any claim, dispute, or liability arising from the unauthorised submission of another person's information, and the Primary User shall indemnify Lisn Health against any such claim or liability.
3.2.4 Once a Secondary User is added to the Primary User's account, they cannot be removed, modified, or re-assigned to a different Primary User account except through the family-management facility provided in the app or by emailing support@lisn.health.
3.3.1 Lisn Health collects, directly and indirectly, and displays on the Platform relevant information regarding Healthcare Providers, such as their specialisation, qualification, location, visiting hours, and similar details. Lisn Health takes reasonable efforts to ensure that such information is updated at regular intervals. Although Lisn Health screens and vets the information submitted by Healthcare Providers, it cannot be held liable for any inaccuracies or incompleteness, despite such reasonable efforts.
3.3.2 The results of any search performed on the Platform for Healthcare Providers should not be construed as an endorsement by Lisn Health of any particular Healthcare Provider. If a Patient decides to engage with a Healthcare Provider through the Platform to seek medical services, the Patient does so at their own risk.
3.3.3 The Services provided by Lisn Health are provided on an "as is" and "as available" basis, without any warranties or conditions (express or implied). Lisn Health does not guarantee the accuracy or completeness of any content or information provided by Healthcare Providers on the Platform.
Lisn Health's algorithm for displaying Healthcare Providers to Patients is a fully automated system. Listings of Healthcare Providers on the Platform do not represent any fixed objective ranking or endorsement by Lisn Health. Lisn Health will not be liable for any change in the display or order of Healthcare Providers, which may take place from time to time. The listing may be based on automated computation of various factors, including proximity, specialisation, availability, and patient interactions. Such factors may change from time to time to improve the listing algorithm. Lisn Health will not be held responsible for the accuracy or relevancy of the listing order.
3.5.1 Lisn Health facilitates the booking of appointments between Patients and Healthcare Providers through the Platform. All appointments booked through the Platform are confirmed by Lisn Health on behalf of the Healthcare Provider. However, the Healthcare Provider retains the right to reschedule appointments, and the Patient will be notified through the app of any such rescheduling. Lisn Health will not be liable for any cancellation or rescheduling by the Healthcare Provider.
3.5.2 A Healthcare Provider may reschedule an appointment any number of times. Each rescheduling will trigger an in-app notification to the Patient. Lisn Health is not liable for any inconvenience caused to a Patient by rescheduling, as appointment scheduling is a matter between the Patient and the Healthcare Provider.
3.5.3 If a Patient books an appointment and does not attend without cancelling or informing their Healthcare Provider in advance, Lisn Health may, where such tracking is enabled, record this as a "Patient No-Show". Repeated Patient No-Shows without cancellation may, at the sole discretion of Lisn Health, result in temporary restrictions on the Patient's ability to book further appointments through the Platform. Patients are encouraged to cancel appointments through the Platform if they are unable to attend.
3.5.4 Lisn Health does not currently charge Patients any fee for booking appointments through the Platform. Lisn Health does not collect, process, or hold any consultation fees from Patients on behalf of Healthcare Providers. Any fees payable to a Healthcare Provider for a consultation are a matter entirely between the Patient and the Healthcare Provider and are settled directly between them outside the Platform.
3.6.1 The provision of information and Services through the Platform does not create a licensed medical professional / patient relationship between Lisn Health and the User, and does not constitute an opinion, medical advice, diagnosis, or treatment of any particular condition. Lisn Health is NOT a medical service provider. The Platform is a technology tool that facilitates communication between Patients and their Healthcare Providers.
3.6.2 It is expressly clarified that the information you obtain or receive through the Platform is for informational and organisational purposes only. Lisn Health makes no guarantees, representations, or warranties, whether expressed or implied, with respect to professional qualifications, quality of work, expertise, or other information provided on the Platform. In no event shall Lisn Health be liable to you or anyone else for any decision made or action taken by you in reliance on such information.
3.6.3 Lisn Health shall not be liable for:
3.6.4 THE SERVICES ARE NOT INTENDED FOR USE IN MEDICAL EMERGENCIES. If you are a Patient facing a medical emergency (either on your own or another person's behalf), please do not use this Platform. Instead:
A medical emergency includes, but is not limited to:
Do not use this Platform for any of the above situations or any other condition that requires immediate medical attention.
3.7.1 The Platform may, where such facility is enabled by the Healthcare Provider, provide messaging functionality that allows Patients to exchange follow-up messages with their Healthcare Provider primarily for post-prescription continuity of care (for example, Day 3, Day 7, and Day 15 check-ins). This facility is supplementary to, and not a substitute for, an in-person consultation.
3.7.2 Any response provided by the Healthcare Provider through the messaging facility does not constitute a formal medical consultation or medical advice. The messaging facility is a supplementary communication tool only and cannot be construed as a medical consultation with the Healthcare Provider in any manner whatsoever. No doctor-patient relationship is established with Lisn Health by use of this messaging facility.
3.7.3 The Healthcare Provider is not obligated to respond to messages outside their working hours. Patients should not rely on this messaging facility for urgent or time-sensitive medical matters. For anything urgent, the Patient should contact their Healthcare Provider's clinic directly or visit in person.
3.7.4 The Patient shall ensure that messages sent through the Platform are not harmful, harassing, defamatory, obscene, or otherwise unlawful. Lisn Health reserves the right to remove any content that it determines, at its sole discretion, to be in violation of these Terms or applicable law.
3.8.1 After a consultation, the Healthcare Provider may use the Platform to send the Patient a digital prescription in PDF format. The prescription carries the Healthcare Provider's scanned handwritten signature and, where uploaded, the Healthcare Provider's clinic letterhead and footer. The Patient may also receive a physical copy at the clinic.
3.8.2 The prescription issued through the Platform is the sole professional responsibility of the Healthcare Provider who issued it. Lisn Health does not verify, endorse, or take any responsibility for the medical appropriateness of any prescription issued through the Platform.
3.8.3 The prescription is delivered in PDF format and, given the nature of the file, may be downloaded or shared by the Patient. Patients are advised to use prescriptions only as directed by their Healthcare Provider, and solely for the purpose of obtaining medicines from a licensed pharmacy. Patients must not alter, forge, reproduce, or misuse any prescription received through the Platform. Any misuse of a prescription received through the Platform is the sole responsibility of the Patient.
3.8.4 For the purchase of drugs that require a valid medical prescription (Schedule H, H1, and X drugs under the Drugs and Cosmetics Act, 1940), Patients must produce a valid prescription from their Healthcare Provider. The Platform does not facilitate the substitution of a brand-name drug with a generic substitute unless the Healthcare Provider has expressly permitted or prescribed such substitution in the prescription.
3.9.1 Lisn Health provides Patients with a digital health-records facility through the Platform. Information in your health records is of two types:
3.9.2 Any Provider-created health record is provided on an as-is basis at the sole intent, risk, and responsibility of the Healthcare Provider. Lisn Health does not validate such information and makes no representation in connection therewith. You should contact the relevant Healthcare Provider if you wish to point out any discrepancies or request modification of a Provider-created record.
3.9.3 Health records are provided on an as-is basis. While Lisn Health strives to maintain the highest levels of service availability, Lisn Health is not liable for any interruption that may be caused to your access to the Services.
3.9.4 Any medicine reminder or follow-up reminder provided through the Platform is only a supplementary notification tool. You should refer to your prescription before taking any medicines. Lisn Health is not liable if, for any reason, reminders are not delivered to you, or are delivered late or incorrectly, despite its best efforts.
3.9.5 It is your responsibility to keep your correct mobile number updated on the Platform. Health records and notifications will be associated with the mobile number on your account. Lisn Health is not responsible for any loss or inconvenience caused due to your failure to update your contact details.
3.9.6 Lisn Health uses industry-level security and encryption to protect your health records. However, Lisn Health does not guarantee prevention of unauthorised access if you lose your login credentials or they are otherwise compromised. In the event you are aware of any unauthorised use or access, you shall immediately inform Lisn Health at support@lisn.health.
3.9.7 If you access your dependents' health records by registering your dependents within your account, you are deemed to be responsible for their health records and for all obligations that your dependents would have had had they maintained their own separate individual accounts. You agree that it shall be your sole responsibility to obtain prior consent of your adult dependent.
3.9.8 If you want to delete your health records, you may do so by deleting your account at https://lisn.health/delete-account. Upon account deletion, all personally identifiable data will be removed from active systems within a commercially reasonable period. Note that Provider-created records stored by your Healthcare Provider in their own systems will continue to exist in their records.
3.9.9 You may lose User-created records if data is not synced with the server. Lisn Health is not liable for such loss.
3.9.10 Lisn Health is not responsible or liable for any content, fact, medical deduction, or the language used in Provider-created health records. Your Healthcare Provider is solely responsible and liable for such records and the information contained in them.
3.9.11 Lisn Health has the ability, in its sole discretion, to retract health records without prior notice if they are found to have been shared incorrectly or inadvertently.
3.9.12 Lisn Health will comply with any constitutional court or jurisdictional mandate to share health records for any lawful reason.
3.9.13 You agree and acknowledge that Lisn Health may need to access your health records for technical or operational issues related to your access or ownership of those records.
3.9.14 You acknowledge that the Healthcare Providers you visit may engage Lisn Health's software for the purposes of their practice management and for the storage of your records. You agree to the storage of such records by Lisn Health in India and outside India (where necessary for technical operations), in accordance with applicable laws.
3.10.1 The Platform uses real-time voice transcription technology to assist with clinical documentation and to convert spoken responses into structured screening data. Voice is captured on the device of whichever party is actively using the app (Patient or Healthcare Provider) at that moment, streamed live to our managed transcription service, and the resulting transcript is stored against your account.
3.10.2 By using the voice features on the Platform, you consent to the recording of your voice on your own device for the purpose of transcription. Voice data is processed using third-party AI transcription services. Before being sent to any third-party service, all directly-identifying information (such as your name, contact details, and account identifiers) is removed — the service receives only a session identifier, role (Patient / Healthcare Provider), and language preference. Lisn Health does not share identifiable voice recordings with any external party.
3.10.3 If you do not wish to consent to voice recording, you may choose not to use voice features on the Platform. In that case, certain transcription-based features may not be available to you, and Lisn Health reserves the right to not provide the Services for which such voice data is sought.
3.10.4 Voice transcripts are stored securely and are deleted permanently upon account deletion. The raw audio stream is not retained on the client device after the session ends.
3.10.5 Lisn Health may review de-identified, anonymised transcripts from time to time for quality evaluation and service improvement purposes. Under normal circumstances, Lisn Health will not access any information that identifies you personally during quality evaluation.
3.11.1 The Platform facilitates video consultations between Patients and Healthcare Providers, both for human telemedicine consultations and for veterinary consultations. Video infrastructure is provided by a third-party real-time communications provider (Agora.io); call signalling is performed by Lisn Health's back-end. Video calls themselves are not recorded by Lisn Health unless a User explicitly opts into call recording (where such facility is offered).
3.11.2 Telemedicine consultations between human Patients and registered Doctors are subject to the Telemedicine Practice Guidelines, 2020 issued by the Ministry of Health and Family Welfare, Government of India, and the Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations, 2002. The Doctor remains solely responsible for compliance with these guidelines.
3.11.3 Veterinary video consultations are facilitated for Patients to consult Veterinarians registered with the Veterinary Council of India or the applicable State Council. Veterinarians available on the Platform may be the Patient's existing vet or other listed Veterinarians.
3.11.4 Video consultations are not to be used in cases of medical or veterinary emergency. In an emergency, please refer to Section 3.6.4 (for human emergencies) or visit the nearest veterinary clinic / emergency animal-care facility immediately (for pet emergencies).
3.11.5 The Platform facilitates the video consultation but is not responsible for the advice, diagnosis, or treatment plan provided by the Healthcare Provider. All clinical decisions in respect of the Patient's or pet's health rest solely with the Healthcare Provider.
3.11.6 Lisn Health is not involved in providing any medical or veterinary advice or diagnosis and is not responsible for any interactions between the Patient and the Healthcare Provider or any outcome of the consultation.
3.12.1 Patients may provide feedback about their experiences with a Healthcare Provider through the Platform. All feedback submitted is subject to the terms of Clause 5 of these Terms. The Patient shall ensure that any feedback is provided in accordance with applicable law and is factually accurate.
3.12.2 Lisn Health's role in publishing Patient feedback is restricted to that of an "intermediary" under the Information Technology Act, 2000. Lisn Health disclaims all responsibility with respect to the content of Patient feedback and will not be liable to pay any consideration to any User for re-publishing content across its platforms.
3.12.3 Lisn Health reserves the right, at its sole discretion, to publish, moderate, mask, or remove any feedback. Lisn Health is under no obligation to act in the manner suggested by feedback, such as delisting a particular Healthcare Provider.
3.12.4 If Lisn Health determines that a Patient has provided fraudulent, inaccurate, or fabricated feedback, Lisn Health reserves the right to immediately suspend the Patient's access to the Platform and to make such a declaration on the Platform alongside the Patient's name, as determined by Lisn Health, for the protection of its business and in the interests of other Users. The Patient shall be liable to indemnify Lisn Health for any losses incurred as a result of such fraudulent or inaccurate feedback.
3.12.5 You agree that Lisn Health may contact you through telephone, SMS, WhatsApp (where available), push notification, or other electronic means of communication for the purpose of: (i) obtaining feedback in relation to the Platform or Lisn Health's services; (ii) obtaining feedback in relation to any Healthcare Provider listed on the Platform; or (iii) resolving any complaints or queries by Healthcare Providers regarding your feedback.
Lisn Health does not display third-party advertisements to Patients within the Patient Application. Lisn Health does not allow advertisers to pay to have their products or services promoted within Patient-facing features of the Platform. The Patient Application is an ad-free environment. This policy is subject to change with appropriate notice to Users.
The terms in this Clause 4 are applicable only to Healthcare Providers (Doctors and Veterinarians).
4.1.1 Lisn Health, directly and indirectly, collects information regarding Healthcare Providers' profiles, contact details, specialisation, and practice. Lisn Health reserves the right to display or take down any Healthcare Provider's profile, with or without notice to the Healthcare Provider concerned. If any information displayed on the Platform in connection with a Healthcare Provider is found to be incorrect, the Healthcare Provider is required to inform Lisn Health immediately at support@lisn.health.
4.1.2 Lisn Health shall not be liable and responsible for the ranking of Healthcare Providers on external websites or search engines.
4.1.3 Lisn Health reserves the right to moderate suggestions made by Healthcare Providers and to remove any abusive, inappropriate, or promotional content. However, Lisn Health shall not be liable if any inactive, inaccurate, fraudulent, or non-existent profiles are added to the Platform.
4.1.4 Healthcare Providers explicitly agree that Lisn Health reserves the right to publish the content provided by Healthcare Providers to third parties, including content platforms, subject to applicable privacy laws.
4.2.1 The Healthcare Provider represents and warrants that they are and shall remain duly registered, licensed, and qualified to practise medicine or provide healthcare and wellness services as per applicable laws, regulations, and guidelines set out by competent authorities, including the National Medical Commission, the respective State Medical Council, the Dental Council of India, the Veterinary Council of India, or any other applicable recognised professional council.
4.2.2 The Healthcare Provider shall at all times ensure that all applicable laws governing their practice are followed, and shall exercise the utmost care in terms of the consultation and services being rendered through the Platform.
4.2.3 Healthcare Providers using the Platform for any form of remote consultation (telemedicine) are required to comply with the Telemedicine Practice Guidelines, 2020, issued by the Ministry of Health and Family Welfare, Government of India, at all times. Veterinarians using the Platform for video consultations are required to comply with the rules of the Veterinary Council of India and applicable State Councils.
4.2.4 Healthcare Providers represent and warrant that they will use the Services in accordance with applicable law. Any contravention of applicable law as a result of the use of these Services is the Healthcare Provider's sole responsibility, and Lisn Health accepts no liability for the same.
Lisn Health provides Healthcare Providers with tools to update their profile information. Lisn Health reserves the right of ownership of all Healthcare Provider profile content and photographs submitted to the Platform, and to moderate or reject changes or updates requested by Healthcare Providers. The Healthcare Provider represents and warrants that they are fully entitled under law to upload all content submitted as part of their profile, and that no such content breaches any third-party rights, including intellectual property rights. Upon becoming aware of a breach of this representation, Lisn Health may modify or delete parts of the Healthcare Provider's profile at its sole discretion, with or without notice.
4.4.1 The Platform provides Healthcare Providers with AI-assisted clinical documentation and pre-consultation screening summaries to reduce cognitive load and improve documentation quality. The Platform may, where such features are enabled and from time to time, additionally surface differential considerations, drug-interaction notes, and investigation suggestions. None of these outputs are diagnostic. They are visible exclusively to the Healthcare Provider and are not displayed to Patients as definitive medical conclusions.
4.4.2 AI-generated suggestions are provided to assist clinical decision-making only. They are not a substitute for the Healthcare Provider's own professional judgment, training, and experience. The Healthcare Provider remains fully and solely responsible for verifying all AI-generated suggestions before acting on them and for all clinical decisions, diagnoses, and treatment plans.
4.4.3 Lisn Health does not represent or warrant the accuracy, completeness, or reliability of AI-generated suggestions. Healthcare Providers must exercise independent professional judgment at all times and must not present AI-generated suggestions as definitive medical diagnoses or recommendations to Patients.
4.4.4 Lisn Health augments doctors — it does not replace them.
4.5.1 Healthcare Providers may use the Platform to generate and send digital prescriptions to Patients in PDF format. The prescription will carry the Healthcare Provider's scanned handwritten signature, which is uploaded by the Healthcare Provider at the time of registration or thereafter. By uploading their scanned signature, the Healthcare Provider authorises its use on all prescriptions generated on the Platform and warrants that the signature is their own.
4.5.2 The Healthcare Provider warrants that all prescriptions issued through the Platform are medically appropriate, comply with applicable law, and comply with the Drugs and Cosmetics Act, 1940 and the Telemedicine Practice Guidelines, 2020. The Healthcare Provider is solely responsible for ensuring that prescriptions for Schedule H, H1, and X drugs comply with all applicable regulations.
4.5.3 Since prescriptions are delivered in PDF format, they may be downloaded or shared by the Patient. The Healthcare Provider acknowledges this and accepts that Lisn Health is not responsible for any misuse of a prescription after it has been delivered to the Patient.
4.6.1 Lisn Health reserves the right to collect feedback and critical content in respect of all Healthcare Providers listed on the Platform.
4.6.2 Lisn Health shall have no obligation to pre-screen, review, flag, filter, modify, refuse, or remove any Patient feedback from the Platform, except as required by applicable law. The Healthcare Provider understands that they may be exposed to feedback of a negative nature and that Lisn Health shall not be liable for any effect on the Healthcare Provider's business due to such feedback.
4.6.3 If Lisn Health determines that a Healthcare Provider has provided inaccurate information or enabled fraudulent feedback, Lisn Health reserves the right to immediately suspend any of the Healthcare Provider's accounts and to make such a declaration on the Platform alongside their name and clinic name, as determined by Lisn Health, for the protection of its business and in the interests of Users.
Lisn Health has designed the listing and relevance algorithm in the best interests of Patients and may adjust it from time to time to improve the quality of results for Patients. It is a merit-driven, proprietary algorithm and cannot be altered for specific Healthcare Providers. Lisn Health shall not be liable for any effect on the Healthcare Provider's business interests due to any change in the algorithm.
In recognition of the services provided by Lisn Health to Healthcare Providers, and subject to the Healthcare Provider's reasonable right to review and approve, the Healthcare Provider shall: (a) allow Lisn Health to include a brief description of the services provided to the Healthcare Provider in Lisn Health's marketing and promotional materials; (b) allow Lisn Health to make reference to the Healthcare Provider in case studies and related marketing materials; (c) provide video logs, testimonials, and quotes for press releases, if requested; and (d) permit the use of the Healthcare Provider's name and/or logo in product literature, emails, press releases, social media, and other promotional materials.
The terms in this Clause 5 are applicable to Staff Users (receptionists, billing staff, and other delegated users) operating under a Healthcare Provider's account.
5.1 Staff Users access the Lisn Health Pro Application by invitation of, and under the responsibility of, a Healthcare Provider. The Healthcare Provider determines the Staff User's role (general, receptionist, biller) and the specific feature set the Staff User can access (such as patient queue, billing record entry, in-clinic screening, or appointment management).
5.2 Staff Users represent and warrant that they will:
5.3 The Healthcare Provider is responsible for the actions of Staff Users registered under its account, including any breach of these Terms or applicable law.
5.4 Lisn Health may suspend or remove Staff User access at any time in coordination with, or at the request of, the Healthcare Provider, or where it has reasonable grounds to suspect misuse.
6.1 As mandated by Regulation 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Lisn Health hereby informs Users that they are not permitted to host, display, upload, modify, publish, transmit, update, or share any information through the Platform that:
6.2 Users are also prohibited from:
6.3 Lisn Health, upon obtaining knowledge — by itself or upon being brought to actual knowledge by an affected person in writing or through email — about any such information as mentioned above, shall be entitled to disable such information that is in contravention of Clauses 6.1 and 6.2. Lisn Health shall also be entitled to preserve such information and associated records for at least 90 (ninety) days for production to governmental authorities for investigation purposes.
6.4 In case of non-compliance with any applicable laws, rules, or regulations, or the Agreement (including the Privacy Policy) by a User, Lisn Health has the right to immediately terminate the access or usage rights of the User to the Platform and the Services and to remove non-compliant information from the Platform.
6.5 Lisn Health may disclose or transfer User-generated information to its affiliates or governmental authorities in such manner as permitted or required by applicable law.
6.6 Lisn Health respects the intellectual property rights of others and does not hold any responsibility for any violations of any intellectual property rights by Users.
7.1 The contents listed on the Platform are either (i) User-generated content, or (ii) belong to Lisn Health. The information collected by Lisn Health directly or indirectly from Users shall belong to Lisn Health. Copying of the copyrighted content published by Lisn Health on the Platform for any commercial purpose or for the purpose of earning profit will be a violation of copyright, and Lisn Health reserves all rights under applicable law accordingly.
7.2 Lisn Health authorises Users to view and access the content available on the Platform solely for the purposes of using the Services as per this Agreement. The contents of the Platform, including information, text, graphics, images, logos, button icons, software code, design, AI models, and the collection, arrangement, and assembly of content on the Platform (collectively, "Lisn Health Content"), are the property of Crystal Health LLM Private Limited and are protected under copyright, trademark, and other applicable laws. Users shall not modify the Lisn Health Content or reproduce, display, publicly perform, distribute, or otherwise use the Lisn Health Content in any way for any public or commercial purpose or for personal gain.
7.3 All intellectual property in and to the Platform and all software, techniques, and processes used in connection therewith belong exclusively to Crystal Health LLM Private Limited or its licensors. Users are granted a limited, non-exclusive, non-transferable licence to access and use the Platform as per the terms of this Agreement. No intellectual property rights are impliedly or expressly granted to Users in respect of such works.
7.4 Users retain ownership of all health information and content they submit to the Platform. By submitting content, Users grant Lisn Health a non-exclusive, royalty-free licence to use, store, and process such content solely for the purpose of providing the Services. Lisn Health will not use personally identifiable health information for commercial purposes without separate consent.
7.5 Clinical data on the Platform is stored in a structured, exportable format with FHIR-compatible identifiers, supporting interoperability with other healthcare systems where the FHIR mirroring feature is enabled. Users may request an export of their health records at any time by contacting support@lisn.health.
For the purposes of the Digital Personal Data Protection Act, 2023 (DPDP Act):
This distinction ensures that Healthcare Providers maintain their obligations under applicable medical law, and that Lisn Health meets its obligations as a technology service provider under the DPDP Act. Lisn Health has put in place appropriate data-processing arrangements with Healthcare Providers to support compliance.
9.1 The Platform may be linked to the websites or applications of third parties, affiliates, and business partners. Lisn Health has no control over, and is not liable or responsible for, the content, accuracy, validity, reliability, or quality of such third-party websites or services. Inclusion of any link on the Platform does not imply that Lisn Health endorses the linked site. Users may use such links and services at their own risk.
9.2 Lisn Health assumes no responsibility and shall not be liable for any damages to, or viruses that may infect, a User's equipment on account of the User's access to, use of, or browsing of the Platform, or the downloading of any material, data, text, images, video content, or audio content from the Platform. If a User is dissatisfied with the Platform, the User's sole remedy is to discontinue using the Platform.
9.3 The Platform integrates with the following third-party services:
Use of these third-party services is subject to their respective terms and privacy policies.
9.4 If Lisn Health is acquired by or merges with another company, or transfers all or substantially all of its assets, User information may be transferred to the acquiring entity, provided that such entity agrees to honour the terms of this Agreement and the Privacy Policy.
In no event, including but not limited to negligence, shall Crystal Health LLM Private Limited, or any of its directors, officers, employees, agents, or content or service providers (collectively, the "Protected Entities") be liable for any direct, indirect, special, incidental, consequential, exemplary, or punitive damages arising from, or directly or indirectly related to, the use of, or the inability to use, the Platform or the content, materials, and functions related thereto, the Services, the User's provision of information via the Platform, lost business or lost Patients, even if such Protected Entity has been advised of the possibility of such damages. In no event shall the Protected Entities be liable for:
In no event shall the total aggregate liability of the Protected Entities to a User for all damages, losses, and causes of action (whether in contract or tort, including but not limited to negligence or otherwise) arising from this Agreement or a User's use of the Platform or the Services exceed, in the aggregate, INR 1,000/- (Rupees One Thousand Only).
You agree to indemnify, defend, and hold harmless Crystal Health LLM Private Limited and its officers, directors, employees, agents, and affiliates from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or related to: (i) your use of the Platform; (ii) your violation of these Terms; (iii) your violation of any applicable law or regulation; (iv) any content you submit through the Platform; (v) any clinical decisions or medical outcomes (for Healthcare Providers); (vi) misrepresentation of your professional qualifications; (vii) misrepresentations or fraudulent feedback that has adversely affected Lisn Health or its Users; (viii) any misuse of prescriptions received through the Platform (for Patients); and (ix) any unauthorised use of another person's information or account.
12.1 Lisn Health reserves the right to suspend or terminate a User's access to the Platform and the Services, with or without notice, and to exercise any other remedy available under law, in cases where: (i) such User breaches any term or condition of this Agreement; (ii) a third party reports violation of any of its rights as a result of the User's use of the Services; (iii) Lisn Health is unable to verify or authenticate any information provided by a User; (iv) Lisn Health has reasonable grounds for suspecting any illegal, fraudulent, or abusive activity on the part of such User; or (v) Lisn Health believes, in its sole discretion, that the User's actions may cause legal liability for such User, other Users, or for Lisn Health, or are contrary to the interests of the Platform.
12.2 For terminations not related to a violation of these Terms, Lisn Health will provide at least thirty (30) days' prior notice to the User's registered contact information.
12.3 Once temporarily suspended, indefinitely suspended, or terminated, the User may not continue to use the Platform under the same account, a different account, or by re-registering under a new account. On termination, such User shall no longer have access to data, messages, files, and other material kept on the Platform under their account.
12.4 A User may delete their account at any time by visiting https://lisn.health/delete-account and following the verification flow. Upon deletion, all personally identifiable data associated with the account will be removed from active systems within a commercially reasonable period, and de-identified clinical data may be retained for regulatory compliance. Please export any health records you wish to retain before deleting your account, as deleted data may not be recoverable. If you experience difficulty using the deletion page, you may also email privacy@lisn.health, and we will process your deletion request within seven (7) business days.
Lisn Health may retain information collected from Users for as long as necessary, depending on the type of information, the purpose for which it was collected, and according to applicable law including the SPI Rules and the DPDP Act.
Upon account deletion, all personally identifiable information is removed from active systems within a commercially reasonable period.
In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023, Lisn Health has designated a Grievance Officer to address any concerns, complaints, or grievances relating to the use of the Platform or the processing of personal information. All grievances will be acknowledged within 48 hours and resolved within thirty (30) days of receipt.
Name: Anand Bodh Designation: Grievance Officer, Crystal Health LLM Private Limited Email: anand@lisn.health Phone: +91-9205336261 Address: Crystal Health LLM Private Limited, 71/358, Pratap Nagar, Sanganer, Jaipur, Rajasthan – 302033, India
In the event you suffer as a result of access or usage of the Platform by any person in violation of applicable law, please address your grievance to the Grievance Officer at the contact details above.
15.1 You agree that this Agreement and any contractual obligation between Lisn Health and User will be governed by the laws of India.
15.2 Any dispute, claim, or controversy arising out of or relating to this Agreement, including the determination of the scope or applicability of this Agreement to arbitrate, or your use of the Platform or the Services or information to which it gives access, shall be determined by arbitration in India, before a sole arbitrator mutually appointed by the parties. Arbitration shall be conducted in accordance with the Arbitration and Conciliation Act, 1996. The seat of such arbitration shall be Jaipur, Rajasthan. All proceedings of such arbitration, including without limitation any awards, shall be in the English language. The award shall be final and binding on the parties to the dispute.
15.3 Before initiating any formal arbitration proceedings, the parties agree to first attempt to resolve any dispute informally by contacting support@lisn.health. If informal resolution is not achieved within thirty (30) days, either party may initiate formal proceedings.
15.4 Subject to Clause 15.2 above, the courts at Jaipur, Rajasthan shall have exclusive jurisdiction over any disputes arising out of or in relation to this Agreement, your use of the Platform, or the Services or the information to which it gives access.
Lisn Health complies with all applicable Indian laws and regulations, including:
If any provision of this Agreement is held by a court of competent jurisdiction or arbitral tribunal to be unenforceable under applicable law, then such provision shall be excluded from this Agreement and the remainder of the Agreement shall be interpreted as if such provision were so excluded and shall be enforceable in accordance with its terms; provided, however, that in such event, the Agreement shall be interpreted so as to give effect, to the greatest extent consistent with and permitted by applicable law, to the meaning and intention of the excluded provision.
No provision of this Agreement shall be deemed to be waived and no breach excused, unless such waiver or consent shall be in writing and signed by Lisn Health. Any consent by Lisn Health to, or a waiver by Lisn Health of any breach by you, whether expressed or implied, shall not constitute consent to, waiver of, or excuse for any other different or subsequent breach.
Lisn Health shall not be liable for any downtime, delay, interruption, or unavailability of the Platform caused by circumstances beyond its reasonable control, including without limitation cyber-attacks, acts of God, acts of government or regulatory authority, any mandate under applicable law, floods, fires, earthquakes, civil unrest, acts of terror, strikes or other labour problems, internet service provider failures or delays, denial of service attacks, pandemic or epidemic, or the User's own acts or omissions or those of third parties acting on the User's behalf.
Complete Understanding: These Terms, together with the Privacy Policy, constitute the entire agreement between you and Lisn Health with respect to your use of the Platform and supersede all previous oral and written terms and conditions communicated to you.
Assignment: You may not assign or sub-license your rights, duties, or obligations under this Agreement, in whole or in part, without the prior written consent of Lisn Health. Lisn Health may assign its rights without restriction.
Modifications: Lisn Health reserves the right to modify any part of this Agreement at any time. We will notify you of material changes through the app or via push / SMS notification to your registered mobile number. Your continued use of the Platform after such notification constitutes your acceptance of the updated Terms.
Survival: The provisions of this Agreement with respect to content ownership, limitation of liability, indemnification, intellectual property, and dispute resolution will survive termination of this Agreement.
No Spam: Lisn Health maintains a strict no-spam policy and will not sell, rent, or otherwise provide your contact information to third parties for direct marketing without your express consent.
General Support: support@lisn.health Grievance Officer: anand@lisn.health Privacy Queries: privacy@lisn.health Account Deletion: https://lisn.health/delete-account Registered Address: Crystal Health LLM Private Limited, 71/358, Pratap Nagar, Sanganer, Jaipur, Rajasthan – 302033, India
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