Terms & Conditions

Onve is a technology platform operated by Onve Private Limited that connects buyers with licensed pharmacies for medicine delivery. Onve does not sell, stock, or dispense medicines. All medicines are sold directly by the pharmacy (seller of record) displayed on your order.

Onve acts strictly as a technology intermediary and service provider. Our services include:

• Connecting and facilitating communication between users with nearby licensed partner pharmacies
• Facilitating online payment via Razorpay
• Coordinating delivery through our rider network
• Providing customer support

Onve does not exercise control over the professional judgement of registered pharmacists or the dispensing of medicines, which remain the sole responsibility of the respective licensed pharmacy.

By accessing or using the Platform, you represent and warrant that:

• you are at least 18 years of age and legally competent to enter into a binding contract under applicable law;
• all information provided by you is true, accurate and complete;
• where you place an order on behalf of another person, you are duly authorised to do so; and
• you shall comply with these Terms and all applicable laws while using the Platform.

Onve reserves the right to refuse, suspend or terminate access to the Platform if it reasonably believes that these eligibility requirements are not satisfied or that the Platform is being used in violation of applicable law or these Terms.

For every order, two separate invoices are generated:

• Medicine Invoice — issued by the pharmacy in their name, with their Drug License number and GSTIN
• Service Invoice — issued by Onve Private Limited for delivery and platform fees

Note: Onve is not the seller of medicines and does not issue tax invoices for pharmaceutical products.

Medicines classified under Schedule H, H1, or X require a valid prescription. By uploading a prescription, you confirm it is genuine and issued by a registered medical practitioner.

Onve facilitates the secure transmission and storage of prescriptions solely for lawful order fulfilment and compliance purposes, while the selected licensed pharmacy remains solely responsible for prescription verification and lawful dispensing.

By using the Platform, you agree to:

• provide true, accurate, current and complete information while creating your account and placing orders;
• upload only valid, genuine, complete and unaltered prescriptions issued by a registered medical practitioner, where required;
• use the Platform and purchase medicines only for lawful and personal purposes and in compliance with applicable law;
• verify that the medicines ordered are suitable for your requirements and consult a qualified medical practitioner or pharmacist wherever necessary;
• not procure, attempt to procure, resell or distribute medicines in violation of applicable law;
• not upload forged, altered, expired or misleading prescriptions or other false information;
• maintain the confidentiality of your account credentials and promptly notify Onve of any unauthorised access or misuse of your account; and
• not misuse the Platform, including by engaging in fraudulent activities, uploading malicious content, interfering with the Platform's operation or violating the rights of Onve, partner pharmacies or any third party.

Onve reserves the right to reject or cancel orders, suspend or terminate user accounts, or restrict access to the Platform where it reasonably believes that these Terms, applicable law or regulatory requirements have been violated.

All payments are processed through Razorpay, a PCI-DSS compliant payment gateway. Onve does not store your card or bank details. Cash on Delivery is not available. Payment processing is undertaken by third-party payment service providers. Onve is not responsible for payment gateway failures, banking delays or unauthorised transactions not attributable to Onve.

Refunds, reversals and payment disputes shall be governed by these Terms, the Refund Policy and the applicable policies of the payment service provider.

Cancellation, return and refund of orders shall be governed by the Onve Refund Policy, the applicable policies of the partner pharmacy and applicable law. Certain medicines may not be eligible for cancellation, return or refund due to legal or regulatory restrictions.

Onve operates solely as a technology platform connecting Users with independent licensed partner pharmacies and does not manufacture, stock, own, prescribe, verify, dispense or sell medicines. All medicines are sold, dispensed and invoiced by the respective licensed pharmacy, which alone is responsible for the quality, authenticity, safety, efficacy, pricing, prescription verification and compliance with applicable laws.

Accordingly, Onve shall not be responsible or liable for:

• the quality, safety, efficacy, authenticity or suitability of any medicine or healthcare product;
• the validity of any prescription, diagnosis, treatment or medical advice;
• any adverse drug reaction, side effect, medication error or therapeutic outcome;
• the availability, pricing, stock, expiry, substitution or refusal to dispense medicines by a pharmacy;
• loss of data, profits, goodwill, business opportunity or any indirect, incidental, special or consequential damages;
• any act, omission or negligence of any pharmacy, registered pharmacist, delivery partner, payment service provider or other third party; or
• any delay, interruption, technical failure or event beyond Onve's reasonable control.

Nothing on the Platform constitutes medical or pharmaceutical advice. To the maximum extent permitted by applicable law, Onve's aggregate liability arising out of or in connection with the Platform or these Terms shall not exceed the total platform fees actually received by Onve in relation to the relevant order. Nothing in these Terms limits any liability that cannot be excluded under applicable law.

All intellectual property rights in the Onve Platform, including its name, logo, trademarks, software, design, text, graphics and other content, are owned by or licensed to Onve Private Limited. Users are granted a limited, non-exclusive, non-transferable and revocable licence to access and use the Platform for personal, non-commercial purposes only. No content may be copied, modified, distributed or commercially exploited without Onve's prior written consent.

Your personal data will be collected, used, shared and protected in accordance with Onve's Privacy Policy, which forms an integral part of these Terms. By using the Platform, you acknowledge that you have read and understood the Privacy Policy.

Onve may suspend, restrict or terminate your access to the Platform, reject any order or disable your account at any time if it reasonably believes that you have violated these Terms, submitted false or invalid information or prescriptions, engaged in fraudulent or unlawful activities, or where such action is required under applicable law.

You agree not to misuse the Platform or use it for any unlawful purpose, including submitting forged or altered prescriptions, providing false information, interfering with the Platform's operation, infringing intellectual property rights, attempting unauthorised access, purchasing medicines in violation of applicable law or scrape, copy, reverse engineer, disrupt or otherwise interfere with the operation or security of the Platform.

The Platform may integrate with or provide access to third-party services. Onve is not responsible for the availability, content or performance of such third-party services, which remain subject to their respective terms and privacy policies.

These terms are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of courts in Indore, Madhya Pradesh.

Onve shall not be liable for any delay, interruption or failure in the performance of its obligations due to events beyond its reasonable control, including natural disasters, epidemics, governmental actions, internet or communication failures, power outages, payment gateway failures, labour disputes or other force majeure events.

By using the Platform, you consent to receive electronic communications from Onve, including emails, SMS, WhatsApp messages, push notifications and calls relating to your account, orders, payments, service updates, legal notices and other communications permitted under applicable law.

Onve may modify these Terms from time to time. The updated version will be published on the Platform with the revised "Last Updated" date. Your continued use of the Platform after such publication constitutes your acceptance of the revised Terms.

If any provision of these Terms is held to be invalid, illegal or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.

For any questions, complaints or grievances relating to the Platform or these Terms, you may contact:

Onve will endeavour to acknowledge and address grievances within the timelines prescribed under applicable law.