Last updated: May 27, 2026
These Terms of Service ("Terms") govern your access to and use of BookLine, a clinic queue-management and WhatsApp-based appointment platform operated by BookLine Life ("we", "us", "our"). By accessing or using BookLine — as a clinic, doctor, clinic staff member, or patient — you agree to these Terms.
BookLine is a technology platform that provides multi-doctor clinic management, digital appointment-number allocation, WhatsApp-based booking, unified online/walk-in queue management, and optional payment routing for clinics that elect to collect a booking advance digitally. BookLine is not a healthcare provider, a hospital, or a medical practice. Responsibility for medical advice, diagnosis, treatment, prescription, and clinical operations rests solely with the registered clinics ("Clinics") and their associated, independently licensed healthcare professionals.
BookLine maintains a unified queue per doctor per day. Patients who book remotely via our WhatsApp integration are recorded as Online Bookings. Patients who arrive in person and are added to the queue by clinic staff are recorded as Walk-ins. The Clinic is solely responsible for verifying the identity of Walk-in patients and for collecting any cash or direct UPI payment from them at the desk. BookLine does not collect payment from Walk-ins and has no money flow involvement for those bookings.
Clinics do not pay BookLine. There is no setup fee, monthly subscription, or per-booking fee charged to clinics for using the BookLine platform.
How money flows on online bookings: When a clinic configures a booking advance (typically the same amount that the clinic already collects at the front desk), the patient pays that advance plus a small BookLine service fee plus the payment gateway fee — all paid by the patient, transparently itemized on the WhatsApp payment screen. The clinic receives the full advance amount; the BookLine service fee is not deducted from the clinic's share. The doctor's consultation fee (any amount the doctor charges over and above the advance) is paid by the patient directly to the doctor at the clinic and is outside the scope of BookLine's money flow.
Escrow and settlement: Funds collected by BookLine via its payment gateway partner are held in a settlement float account until the appointment date has passed. Settlement to the clinic's verified bank account is processed periodically (typically weekly) by BookLine and is recorded in the clinic's Owner dashboard. Bookings that are refunded or cancelled prior to the appointment date are not eligible for settlement.
Walk-in (offline) bookings: The transaction is completed entirely between the patient and the clinic at the physical desk. BookLine acts purely as a ledger for these bookings and does not collect any money or charge any fee on Walk-ins.
BookLine offers an optional routing service for medicine delivery, connecting patients with independent pharmacies or clinic-attached pharmacies. BookLine acts strictly as a technology bridge and payment gateway. We are not a licensed pharmacy, do not sell drugs, and hold no medical inventory. The fulfilling pharmacy is solely responsible for verifying prescriptions for Schedule H drugs, ensuring drug quality, and managing physical delivery logistics. BookLine assumes no liability for medical fulfillment, adverse reactions, or delivery delays. By using the Medicine Delivery service, patients acknowledge that BookLine's responsibility is limited to transmitting the order details and processing the financial transaction.
Cash on Delivery (COD) and Return to Origin (RTO): Where COD is offered, payment must be made in full to the delivery personnel at the time of delivery. Patients who refuse a COD order at the time of delivery (RTO) may have their COD privileges restricted or suspended on the platform. BookLine or the fulfilling pharmacy reserves the right to require an online unlocking fee to restore COD privileges.
You agree not to: (i) create fake bookings or use the platform for any purpose other than genuine appointment booking; (ii) attempt to gain unauthorized access to any clinic, patient, or BookLine system; (iii) scrape, copy, or resell platform data; (iv) use BookLine to harass any person; (v) use the platform in violation of any applicable law. We may suspend or terminate access for any breach of this section.
Clinics using BookLine must operate in strict compliance with the laws of India, including but not limited to the Information Technology Act, 2000, the Digital Personal Data Protection Act (DPDP Act) 2023, the Drugs and Cosmetics Act, 1940, and the Telemedicine Practice Guidelines issued by the Ministry of Health and Family Welfare. Clinics assume full liability for obtaining patient consent before adding their details to the BookLine system as Walk-ins.
The BookLine name, logo, software, designs, and platform code are the exclusive property of BookLine Life. Patient personal data submitted through BookLine remains the property of the patient and the booking clinic (subject to the Privacy Policy). Aggregated and anonymized analytics derived from platform usage may be used by BookLine to improve the service.
BookLine depends on third-party infrastructure. Your use of BookLine is subject to the limitations and terms of these providers:
• Meta Platforms, Inc. — WhatsApp Cloud API for message transmission.
• Razorpay Software Private Limited — payment gateway and refund processing.
• Supabase Inc. — encrypted database hosting (Mumbai region, India).
BookLine is not responsible for outages, policy changes, pricing changes, or account restrictions enforced by these third parties.
BookLine is provided on an "as is" and "as available" basis. We do not offer any specific uptime guarantee. We may perform scheduled maintenance, deploy updates, or experience unplanned outages caused by upstream providers (Meta, Razorpay, Supabase). We will use reasonable efforts to minimize disruption but accept no liability for any losses caused by service unavailability.
A clinic may discontinue use of BookLine at any time by notifying us in writing; we will stop accepting new bookings for that clinic and process any pending settlements within 14 business days. BookLine may suspend or terminate a clinic's access immediately for breach of these Terms, fraudulent activity, prolonged inactivity, or upon written request from any regulator or law-enforcement body acting within its jurisdiction.
Each Clinic agrees to indemnify, defend, and hold harmless BookLine Life, its founders, employees, and contractors from any claim, loss, liability, or expense (including reasonable legal fees) arising out of: (i) clinical malpractice or medical negligence by the Clinic or its doctors; (ii) the Clinic's collection, handling, or disclosure of patient information outside the BookLine platform; (iii) the Clinic's breach of any applicable law; or (iv) any dispute between the Clinic and a patient over services rendered at the physical premises.
To the maximum extent permitted by Indian law, BookLine Life shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill, arising from platform downtime, third-party API failures, refund delays caused by upstream providers, or any clinical event at the clinic premises. BookLine's total cumulative liability under these Terms is limited to the aggregate service fees actually received by BookLine from the affected party in the preceding three (3) months.
Neither party shall be liable for any failure or delay in performance caused by events outside its reasonable control, including but not limited to acts of God, government action, war, pandemic, internet outage, or failure of upstream telecommunications or banking infrastructure.
We may modify these Terms from time to time. Material changes will be notified by updating the "Last updated" date at the top of this page and, where the change is significant for clinics, by an announcement in the Admin dashboard or via WhatsApp. Continued use of BookLine after the effective date of the change constitutes acceptance of the revised Terms.
These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts located in Kharagpur, West Bengal, India.
For questions about these Terms, write to us at booklinesupport@gmail.com.