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Legal · Terms & Conditions

Terms & Conditions of Service

These terms govern your access to and use of the Iqwex Hospital Management Platform (the "Service"), operated by Enstrics LLP. By accessing or using the Service, you agree to be bound by these terms.

Effective date: 1 May 2026
Last updated: 1 May 2026
Operator: Enstrics LLP, Trivandrum, Kerala 695572, India

1.Acceptance of terms

These Terms & Conditions ("Terms") form a binding agreement between Enstrics LLP ("Enstrics", "we", "us") and the entity or person ("Customer", "you") that accesses or uses the Iqwex platform (the "Service"). By creating an account, signing an order form, or using the Service, you confirm that you have read, understood, and accepted these Terms in full. If you do not agree, you must not use the Service.

If you accept these Terms on behalf of an organisation (such as a hospital, clinic, lab or pharmacy), you represent that you have the authority to bind that organisation, and "Customer" refers to that organisation.

2.Definitions

  • Service means the Iqwex hospital management platform, including all software, APIs, dashboards, mobile interfaces, documentation and supporting services made available by Enstrics.
  • Customer Data means all data, content, records (including patient records and clinical data) submitted to or generated within the Service by or on behalf of the Customer.
  • Authorised Users means employees, contractors and patients of the Customer who are permitted by the Customer to access the Service.
  • Tenant means the isolated logical instance of the Service provisioned for the Customer.
  • Subscription Term means the period during which Customer is entitled to access the Service as agreed in an order form, invoice, or written communication.

3.Description of service

Iqwex is a multi-tenant Software-as-a-Service platform that supports hospital and clinic operations, including but not limited to patient registration, appointments, OPD/IPD workflows, clinical encounters, e-prescriptions, lab management, pharmacy, billing, reporting and a patient portal.

The Service is provided over the public internet and requires the Customer to maintain its own internet connectivity, browsers, devices, and local infrastructure. Specific modules, features, integrations and limits applicable to a Customer are determined by the order form, subscription plan, or written agreement between the parties.

4.Accounts & access

The Customer is responsible for creating and managing accounts for its Authorised Users, configuring role-based permissions, and ensuring that account credentials are kept confidential. The Customer is fully responsible for all activity carried out under its tenant and by its Authorised Users.

The Customer must:

  • Use strong, unique passwords and enable multi-factor authentication where supported;
  • Promptly deactivate accounts of departing staff;
  • Notify Enstrics immediately of any suspected unauthorised access to the tenant; and
  • Not share, sell, or sub-license credentials or access to any third party.

Enstrics may, in its reasonable discretion, suspend any account or session that it believes has been compromised, used in violation of these Terms, or that creates a security or operational risk.

5.Customer obligations

The Customer represents, warrants and undertakes that:

  • It will use the Service only for lawful purposes and in compliance with all applicable laws, including (without limitation) the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000 and rules thereunder, and any healthcare-specific regulations applicable to the Customer;
  • It is and remains the data fiduciary (controller) for all patient data, clinical records and personal data uploaded to the Service. Enstrics acts as a data processor on the Customer's instructions;
  • It has obtained all consents, authorisations and lawful bases required to upload, store and process Customer Data, including patient consent where applicable;
  • It will not upload any content that is unlawful, infringes any third-party rights, contains malicious code, or that the Customer does not have the right to upload;
  • It will configure access controls, RBAC and audit policies appropriate to its operations;
  • It is responsible for the accuracy of clinical, billing, regulatory, and any other data it enters into the Service. Enstrics is not responsible for clinical decisions, diagnoses, prescriptions, or billing made by the Customer or its Authorised Users;
  • It will not attempt to reverse-engineer, decompile, scrape, penetration-test (without prior written consent), or interfere with the Service.

6.Fees, billing & taxes

The Customer agrees to pay the subscription fees, usage charges, and any addon fees as agreed in writing or through an order form. All fees are exclusive of applicable taxes (including GST), which the Customer shall bear in addition to the fees.

Invoices are payable within the period stated on the invoice (default: 7 days from the invoice date). Overdue amounts may attract interest at 1.5% per month or the maximum rate permitted by law, whichever is lower. Enstrics reserves the right to suspend access for non-payment.

7.Data protection & backups

Enstrics takes data protection seriously and follows industry-standard practices on Microsoft Azure cloud infrastructure. Specifically, the Service is engineered with:

  • Tenant isolation: Customer Data is logically segregated by tenant within the database layer.
  • Encryption in transit: All traffic to and from the Service is protected with industry-standard TLS encryption.
  • Encryption at rest: Customer Data stored in Azure SQL and Azure Storage is encrypted at rest using platform-provided encryption (e.g., Transparent Data Encryption / Storage Service Encryption).
  • Automated backups: The platform performs scheduled automated database backups using Azure-native backup mechanisms with point-in-time restore capability, retained for a standard period as configured by Enstrics.
  • Access controls: Internal access to production systems is restricted to authorised personnel and protected by multi-factor authentication.
  • Audit logging: Application-level audit logs capture user actions on Customer Data, available to the Customer for review.
  • Patching & hardening: Operating systems and runtimes are kept up to date with security patches under Azure's managed services where applicable.
Important — limits of our responsibility. While Enstrics deploys the safeguards described above in good faith, no security or backup system is infallible. The Customer expressly acknowledges and agrees that:
  • Enstrics is not liable for loss, corruption, exfiltration, or unauthorised disclosure of Customer Data resulting from cyber-attacks, hacking, malware, denial-of-service, social engineering, zero-day vulnerabilities, or any unauthorised activity by third parties or by the Customer's own Authorised Users, despite Enstrics's reasonable efforts.
  • Enstrics is not liable for data loss, downtime, or service interruption resulting from natural disasters, fires, floods, earthquakes, pandemics, war, terrorism, civil unrest, regional power failures, regional internet failures, undersea cable cuts, or any other event beyond Enstrics's reasonable control.
  • Enstrics is not liable for data loss, downtime, or service interruption resulting from outages, faults, or service-level breaches of any third-party infrastructure provider (including, without limitation, Microsoft Azure), any payment gateway, any government-mandated platform such as ABHA/ABDM, or any other upstream service.
  • Enstrics is not liable for any loss, corruption or unavailability of Customer Data caused by the Customer or its Authorised Users — including accidental deletion, mis-configuration, weak credential hygiene, sharing of credentials, or actions outside the controls Enstrics provides.
The Customer is strongly encouraged to maintain its own independent records, exports and offline copies of critical data at intervals appropriate to its operations.

For incidents within Enstrics's control, Enstrics will use commercially reasonable efforts to investigate, contain, and notify the Customer in accordance with applicable law.

8.Service availability

Enstrics will use commercially reasonable efforts to keep the Service available, but the Service is provided on an "as is" and "as available" basis. Scheduled maintenance, emergency maintenance, infrastructure-provider events, network conditions, and Force Majeure events may cause downtime. Unless expressly agreed in a written service-level agreement signed by both parties, no specific uptime, response time, or recovery time is guaranteed.

9.Disclaimer of warranties

To the maximum extent permitted by law, the Service is provided "AS IS" and "AS AVAILABLE", with all faults and without warranty of any kind. Enstrics expressly disclaims all warranties, whether express, implied, statutory or otherwise, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, completeness, security, or that the Service will be uninterrupted, timely, error-free, or that defects will be corrected.

The Service is a tool to support hospital operations. It is not a substitute for professional medical judgement. Clinical decisions, prescriptions, diagnoses, and patient care are the sole responsibility of the Customer and its qualified medical staff.

10.Limitation of liability

To the maximum extent permitted by law:

  • In no event shall Enstrics, its partners, officers, employees, agents or suppliers be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to lost profits, loss of revenue, loss of goodwill, loss of data, loss of business opportunity, or business interruption, even if Enstrics has been advised of the possibility of such damages.
  • In no event shall Enstrics's total aggregate liability arising out of or relating to these Terms or the Service, whether in contract, tort (including negligence), strict liability or otherwise, exceed the fees actually paid by the Customer to Enstrics in the twelve (12) months immediately preceding the event giving rise to the claim, or INR 50,000, whichever is lower.
  • The limitations and exclusions in this section apply to the fullest extent permitted by law, and shall apply even if any limited remedy fails of its essential purpose.

The Customer acknowledges that the fees charged for the Service reflect this allocation of risk, and that Enstrics would not provide the Service on these economic terms without these limitations.

11.Force majeure

Neither party shall be liable for failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including but not limited to: acts of God; natural disasters such as earthquakes, floods, fires, cyclones, tsunamis, or pandemics; cyber-attacks, ransomware, or large-scale malicious activity; failures of public utilities or telecommunications networks; failures or outages of cloud infrastructure or third-party platforms (including Microsoft Azure); strikes or labour disputes; war, terrorism, civil unrest; embargoes, sanctions, government action, or regulatory orders. The affected party shall use reasonable efforts to mitigate the effect.

12.Indemnity

The Customer agrees to defend, indemnify and hold harmless Enstrics, its partners, officers, employees and agents from and against any and all claims, damages, liabilities, losses, costs and expenses (including reasonable legal fees) arising out of or relating to: (a) the Customer's use of the Service; (b) Customer Data, including patient records uploaded by the Customer; (c) any breach by the Customer of these Terms or applicable law; (d) any clinical, billing, or operational decision made by the Customer or its Authorised Users; or (e) any third-party claim related to the Customer's operations.

13.Intellectual property

The Service, including all software, designs, screens, documentation, branding, source code, and any improvements or derivatives, is and remains the exclusive intellectual property of Enstrics (and/or its licensors). These Terms grant the Customer only a limited, non-exclusive, non-transferable, revocable right to use the Service during the Subscription Term, in accordance with these Terms.

Customer Data remains the property of the Customer. The Customer grants Enstrics a limited licence to host, process, transmit, back up, display, and otherwise use Customer Data solely as necessary to provide and improve the Service and to comply with law.

14.Confidentiality

Each party shall keep confidential all non-public information disclosed by the other party. Enstrics shall not disclose Customer Data or Customer's confidential information to any third party except (i) to its sub-processors under appropriate confidentiality obligations; (ii) where required by law or a competent authority; or (iii) with the Customer's written consent.

15.Suspension & termination

Enstrics may suspend or terminate the Service, in whole or in part, with or without notice, if: (a) the Customer fails to pay fees when due; (b) the Customer breaches these Terms; (c) Enstrics reasonably believes the Customer's use creates a security, legal, or operational risk; or (d) required by law.

Either party may terminate the Subscription for material breach by the other party that is not cured within thirty (30) days of written notice. Upon termination, the Customer's right to use the Service ceases immediately. Enstrics will retain Customer Data for a reasonable period (typically thirty (30) days) to allow export, after which the data may be deleted from the production environment in accordance with our retention policy and applicable law.

16.Changes to the service or terms

Enstrics may update, enhance, or modify the Service from time to time, including adding new features, removing or deprecating existing features, or correcting defects. Enstrics may also update these Terms by posting the revised version on this page or notifying the Customer. Continued use of the Service after such changes constitutes acceptance of the revised Terms.

17.Governing law & jurisdiction

These Terms are governed by and construed in accordance with the laws of India, without regard to its conflict-of-laws principles. The courts at Trivandrum, Kerala shall have exclusive jurisdiction to adjudicate any dispute arising out of or relating to these Terms or the Service. The parties agree to first attempt to resolve disputes amicably through good-faith negotiation.

18.Notices & contact

All notices to Enstrics under these Terms should be sent to:

Severability. If any provision of these Terms is held unenforceable, the remaining provisions remain in full force.
Entire agreement. These Terms (together with any signed order form or service-level agreement) constitute the entire agreement between the parties and supersede all prior or contemporaneous communications.
Questions? Email support@iqwex.com and we'll get back to you.