Terms & Conditions

eDawae ("the Platform", "we", "us") is a technology platform registered and operating in Nepal. We connect patients with verified doctors, hospitals, pharmacies and couriers, store health records that users choose to upload, and process in-app payments in Nepali Rupees.

We are not a healthcare provider. We do not practise medicine, provide diagnosis or treatment, dispense or sell medicine, and we do not employ the doctors, hospitals, pharmacies or couriers listed on the Platform. They are independent, separately licensed persons and businesses responsible for their own services, records and compliance with Nepali law, including the Nepal Medical Council Act 2020 BS, the Drug Act 2035 BS and the Public Health Service Act 2075 BS.

• The Platform is intended solely for people physically located in Nepal and for professionals licensed to operate in Nepal.
• All prices, wallet balances, fees and refunds are denominated in Nepali Rupees (NPR) only. We do not support foreign currency.
• Dates are shown in the Gregorian (AD) calendar alongside Bikram Sambat (BS). All times are Nepal Time (NPT, UTC+05:45).
• We may block or limit access from outside Nepal, and we do not warrant that the Platform is lawful in any other country.

• You must be 18 years or older to hold an account. A parent or legal guardian may create and manage an account on behalf of a minor and is legally responsible for it.
• You must give true, current information. Impersonating a doctor, pharmacist, hospital or courier is a criminal offence in Nepal and will be reported to the relevant authority.
• You are responsible for keeping your login credentials secret and for all activity on your account.
• One person, one account. We may suspend duplicate, fraudulent or abusive accounts without notice.

Doctor, hospital, pharmacy and courier roles are granted only after our review of the application and supporting documents (for example NMC registration number, pharmacy or Drug Administration licence, firm registration, PAN/VAT, driving licence). Verification is a reasonable-effort administrative check, not a guarantee of competence, quality or outcome.

• Professionals must keep their licences valid and must notify us immediately if a licence is suspended, cancelled or expires.
• Professionals must comply with their own professional codes of conduct, record-keeping duties and tax obligations under Nepali law.
• Pharmacies must not dispense prescription-only medicine without a valid prescription, and must not list narcotic, psychotropic or otherwise restricted drugs on the Platform.
• We may suspend or remove any professional listing at any time, including on credible complaint or regulator instruction.

• Booking a slot is a request. It becomes an appointment only when the doctor accepts it.
• Video consultation is offered for patients who cannot reasonably travel, including those in remote districts. It is not suitable for emergencies, and some conditions cannot be assessed remotely; the doctor may require an in-person visit.
• The clinical relationship, including diagnosis, prescription and follow-up, is between you and the doctor. We only carry the messages, files and scheduling.
• Do not use the Platform for emergencies. Call 102 for an ambulance, 100 for police, or go to the nearest hospital.

• Stock, price and availability shown on the Platform are supplied by the pharmacy and may change before the order is accepted.
• The sale of medicine is a contract between you and the pharmacy. The pharmacy issues the bill and is the seller of record.
• For prescription-only medicine, the pharmacy may lawfully refuse the order if the prescription is missing, expired or unclear.
• If you choose courier delivery, the courier fee is quoted before you confirm. Couriers transport sealed packages only; they do not advise on medicine.
• In districts where road access is seasonal or absent, delivery may be delayed or unavailable. We will show pickup as the alternative.
• Check the package, expiry date and bill at handover. Report a wrong or damaged item within 24 hours through the order screen.

The eDawae wallet is a prepaid balance in NPR used to pay for consultations, medicine orders and courier fees on the Platform. It is not a bank account, not a deposit, and it earns no interest.

• You load the wallet by sending money through eSewa, Khalti, IME Pay, ConnectIPS, mobile/bank transfer or cash at counter, and submitting the transaction reference for verification.
• We credit the wallet after verifying the deposit. Wrong, unverifiable or third-party disputed references may be rejected.
• Wallet money can only be spent inside the Platform. Details of withdrawal and refund handling are in the Payments & Refunds policy, which forms part of these Terms.
• You must not use the wallet for money transfer between users, for layering funds, or for any purpose prohibited by the Asset (Money) Laundering Prevention Act 2064 BS or Nepal Rastra Bank directives. We report suspicious activity as required by law.

You keep ownership of the records, images and notes you upload. You grant us a limited licence to store, process and display them so we can operate features you ask for (record storage, AI summaries, sharing with a doctor you choose). We do not sell your health data. See the Privacy Policy for details, including your rights under Article 28 of the Constitution of Nepal and the Individual Privacy Act 2075 BS.

• No unlawful, fraudulent, defamatory, obscene or threatening content, and no content that violates the Electronic Transactions Act 2063 BS.
• No uploading of another person's health record without their lawful authority.
• No scraping, reverse engineering, security testing without written permission, or attempts to bypass access controls.
• No selling or advertising medicine outside the pharmacy features, and no promotion of banned or unregistered drugs.
• No abuse, harassment or discrimination against any patient, professional or courier.

The Platform includes AI features that summarise your own uploaded records and suggest questions or next steps. AI output is generated automatically, may be incomplete or wrong, and is not a diagnosis, prescription or medical advice. Always confirm with a licensed doctor before acting on it.

To the maximum extent permitted by Nepali law, we are not liable for the clinical judgement, acts or omissions of any doctor, hospital, pharmacy or courier; for medicine quality, storage or dispensing; for network, device or third-party payment-gateway failures; or for indirect, incidental or consequential loss including loss of profit or data.

Where liability cannot lawfully be excluded, our total aggregate liability for any claim is limited to the greater of (a) the platform fees you paid to us in the three months before the claim, or (b) NPR 10,000. Nothing in these Terms limits liability that cannot be limited under the Consumer Protection Act 2075 BS or any other mandatory provision of Nepali law.

You agree to indemnify and hold eDawae, its directors, staff and agents harmless against claims, losses and legal costs arising from your breach of these Terms, your unlawful use of the Platform, or, if you are a professional user, your professional services and regulatory non-compliance.

You may close your account at any time from Profile. We may suspend or terminate access for breach of these Terms, suspected fraud, regulator instruction or legal requirement. On termination, records we are required to retain under Nepali law are kept for the applicable retention period; the rest is deleted as described in the Privacy Policy. Verified, unspent wallet balance is refunded to its source in accordance with the Payments & Refunds policy.

• Step 1 — write to support@edawae.com or use in-app support. We acknowledge within 3 working days and aim to resolve within 15 days.
• Step 2 — if unresolved, either party may refer the dispute to mediation in Kathmandu under the Mediation Act 2068 BS.
• Step 3 — unresolved disputes are subject to arbitration in Kathmandu under the Arbitration Act 2055 BS, conducted in Nepali or English.
• Consumer complaints may also be filed with the Department of Commerce, Supplies and Consumer Protection under the Consumer Protection Act 2075 BS. Nothing here removes that right.
• Clinical complaints against a doctor may be filed with the Nepal Medical Council; medicine-related complaints with the Department of Drug Administration.

These Terms are governed by the laws of Nepal, including the National Civil Code 2074 BS, the Consumer Protection Act 2075 BS, the Individual Privacy Act 2075 BS and the Electronic Transactions Act 2063 BS. Subject to clause 14, the courts of Kathmandu District have jurisdiction.

We may update these Terms. Material changes will be notified in-app or by email at least 7 days before they take effect. Continuing to use the Platform after that date means you accept the updated Terms. Superseded versions are available on request.