Terms of Use

These Terms of Use ("Terms") govern your access to and use of the Vyloo website, mobile applications and related services (collectively, the "Platform").

The Platform is operated by Vyloo Technologies Pvt. Ltd. ("Vyloo", "we", "us" or "our").

By accessing, browsing, registering on, placing an order through or otherwise using the Platform, you agree to be bound by these Terms and all policies incorporated into them by reference.

If you do not agree with these Terms, you must not use the Platform or place an order through Vyloo.

These Terms should be read together with our Privacy Policy, Shipping & Delivery Policy, Returns & Refunds Policy, Editorial Policy, Medical Review Policy, and other applicable policies published on the Platform.

Vyloo Technologies Pvt. Ltd. operates the Vyloo digital platform, including the Vyloo website, mobile applications and related services.

The Platform enables users to discover, search for and order medicines, healthcare products, wellness products and other products or services made available through Vyloo from time to time.

Vyloo operates through a combination of:

You must be legally capable of entering into a binding contract under applicable law to register for an account or independently place an order through the Platform.

If you are under the age of 18 or otherwise unable to enter into a legally binding contract, a parent, guardian or other legally authorised person may use the Platform on your behalf where permitted by applicable law.

By using the Platform or placing an order, you represent that:

Certain features of the Platform may require you to create an account.

You are responsible for providing accurate and current information, maintaining the confidentiality of your login credentials, restricting unauthorised access to your account, updating your registered details, and activities carried out through your account.

You must not create an account using false or misleading information, impersonate another person, share credentials for unauthorised use, or use the Platform for unlawful, fraudulent or abusive purposes.

If you believe that your account has been accessed without authorisation, please contact Vyloo as soon as possible. Vyloo may suspend or restrict an account to investigate suspected fraud, misuse, security concerns or violations of these Terms.

Vyloo grants you a limited, personal, non-exclusive, non-transferable and revocable right to access and use the Platform for lawful personal use in accordance with these Terms.

You must not:

Vyloo aims to display accurate information regarding products available through the Platform (including product name, brand, composition, pack size, images, MRP, selling price, uses, side effects, prescription requirements, and manufacturer details).

However, product images, packaging, colours, labels and other visual information may change from time to time as manufacturers update packaging, formulations, batch details or MRP.

Accordingly, the product supplied may have packaging or visual differences from an image displayed on the Platform while still being the applicable product ordered.

Health and medicine-related information published on Vyloo is intended for general consumer education and shopping assistance only and should not be treated as personalised medical advice.

The availability status shown on the Platform is based on information reasonably available to Vyloo at the relevant time.

Inventory and availability may change due to simultaneous customer orders, supplier availability, stock movement, manufacturer shortages, regulatory restrictions, or other operational factors. An item displayed on the Platform is not an unconditional guarantee of fulfilment.

For certain uncommon, rare or hard-to-find medicines, Vyloo may attempt to source the product through its supply network. Special sourcing may require additional time depending on supplier response, location, prescription verification, and cold-chain handling.

Where the estimated fulfilment timeline changes materially, Vyloo will communicate the revised estimate to you.

Certain medicines require a valid prescription under applicable law. Where a prescription is required, you may be asked to upload or provide a valid prescription before the order can be processed.

The relevant pharmacy workflow may review the prescription and request clarification where required. An order may be delayed, modified, or cancelled if a valid prescription is not provided, verification cannot be completed, or applicable law prevents fulfilment.

You represent that any prescription or document submitted through Vyloo is genuine, accurate and lawfully obtained.

Vyloo will not intentionally substitute a prescription medicine with another medicine without an appropriate basis for doing so.

Where a prescribed product is unavailable, a substitute may only be supplied where permitted by applicable law and the relevant prescription or other required authorisation.

If a proposed substitution requires your confirmation, Vyloo or the relevant fulfilment partner will contact you before proceeding.

For non-prescription products, Vyloo may suggest alternatives where the original product is unavailable, which you may accept or decline.

Prices displayed on the Platform are based on information available to Vyloo at the relevant time and may include applicable discounts.

Manufacturers may revise the MRP of a product when newer batches are introduced.

Despite reasonable efforts, pricing, MRP, availability or other product information may occasionally contain an error.

If Vyloo identifies a material error affecting your order before fulfilment, we may correct the error, contact you regarding the corrected information, request your confirmation, or cancel the affected item/order and process any applicable refund.

Product listings on the Platform are invitations to customers to place an order.

When you place an order, you submit a request subject to availability, prescription verification, pricing verification, payment authorisation, and regulatory requirements.

An automated order confirmation or payment acknowledgement does not necessarily mean final acceptance.

Vyloo may cancel or modify an order before dispatch where reasonably necessary due to unavailability, prescription issues, pricing errors, payment failure, or legitimate operational reasons.

Online payments may be processed through PayU and other applicable payment infrastructure or partners.

You are responsible for ensuring accurate payment information and sufficient funds/credit.

Vyloo does not ask customers to share banking passwords, card PINs, CVVs, or OTPs. Please do not share such information with anyone claiming to represent Vyloo.

Cancellation availability depends on order status. You may request cancellation through the Platform or customer support.

An order may not be eligible for cancellation once it has been processed for dispatch, dispatched, specially sourced, or entered a stage where cancellation is not operationally possible.

Where a prepaid order is cancelled and a refund is applicable, the refund will be processed in accordance with the Returns & Refunds Policy.

Vyloo delivers only to serviceable locations. Delivery estimates depend on address, product availability, traffic, weather, prescription verification, and cold-chain requirements.

Estimated delivery times are estimates and not absolute guarantees unless expressly stated otherwise.

Further delivery terms are set out in the Shipping & Delivery Policy.

Returns and refunds are governed by Vyloo's Returns & Refunds Policy, which provides a return request window of 3 days from delivery for eligible products.

Insulin and other cold-chain or temperature-sensitive products are not eligible for return once delivered, except where required by law or where there is a verified issue such as wrong or damaged delivery.

Approved refunds will be processed through the original payment method.

The Vyloo Platform contains educational product descriptions, uses, side effects, FAQs, and health information.

This information is provided for general consumer education and shopping assistance only and does not replace medical consultation, diagnosis, treatment, or personalised clinical advice.

Always consult a qualified healthcare professional regarding diagnosis, treatment, dosage, drug interactions, pregnancy, paediatric use, or chronic conditions.

The Platform must not be relied upon as an emergency medical service.

Vyloo may offer product discounts, coupons, referral credits, and campaign offers subject to separate terms (minimum order values, exclusions, validity periods, one-time limits).

Vyloo may modify, suspend or withdraw a promotion where reasonably necessary, including in cases of technical error, misuse, or fraud.

You agree to provide accurate information, maintain accurate account details, submit genuine prescriptions, use the Platform lawfully, pay applicable amounts for confirmed orders, and not misuse promotional programs or manipulate prices.

You must not use Vyloo to violate laws, obtain prescription medicines unlawfully, upload fraudulent prescriptions, impersonate others, commit payment fraud, abuse refund processes, harass staff or delivery personnel, or disrupt Platform security.

Vyloo works with licensed pharmacies, suppliers, distributors, delivery partners, payment providers, and technology providers. Where a third party is responsible for a specific service, that party may have its own applicable terms and legal obligations.

The Vyloo name, logo, Platform design, software, text, graphics, and content created by or for Vyloo are owned by or licensed to Vyloo Technologies Pvt. Ltd. and protected by intellectual property laws.

Third-party trademarks and packaging displayed remain the property of their respective owners.

Vyloo may suspend or terminate access to the Platform if you violate these Terms, provide fraudulent information, create security/legal risks, or where continued provision is no longer operationally viable.

Vyloo may modify, update, suspend or discontinue features, categories, service areas, or fulfilment arrangements where reasonably necessary.

To the maximum extent permitted by applicable law, Vyloo does not guarantee that the Platform will always be uninterrupted, error-free, or available at all times.

Subject to applicable law, Vyloo will not be liable for indirect, incidental, consequential or special losses arising solely from the use or inability to use the Platform. Consumer statutory rights remain unaffected.

To the extent permitted by law, you agree to indemnify and hold Vyloo Technologies Pvt. Ltd., its directors, employees and authorised partners harmless from claims, damages, or costs arising directly from your violation of these Terms, unlawful use, or fraudulent submissions.

Your use of the Platform is also subject to Vyloo's Privacy Policy, which explains how personal and prescription data is handled in accordance with applicable Indian law.

Vyloo is not responsible for delays or failures caused by events beyond reasonable control (natural disasters, pandemics, government restrictions, power/internet failures, supply chain disruptions).

Vyloo may update these Terms from time to time. The revised version will be published on the Platform with an updated Last Updated date. Continued use after changes constitutes acceptance.

These Terms are governed by the laws of India. Subject to mandatory consumer dispute-resolution rights, courts in Delhi, India have jurisdiction over disputes arising from these Terms.

If any provision is found unlawful or unenforceable, it will be treated as severable while remaining provisions stay in effect.

Failure by Vyloo to enforce any provision does not constitute a waiver of that provision.

Vyloo Technologies Pvt. Ltd. Customer Support: Phone: 9220172920 Email: support@vyloo.in Grievance Officer: Kavyansh Gupta Vyloo Technologies Pvt. Ltd. Email: support@vyloo.in Phone: 9220172920