Terms of service

Effective Date: April 1, 2026 | Last Updated: June 10, 2026
Applicable to: Formial.in website and all telemedicine / prescription skincare services

PART A — PRIVACY POLICY

1. About Formial and This Privacy Policy

FORMADYNE THERAPEUTICS PRIVATE LIMITED ("Formial", "we", "us", or "our") operates the website formial.in and the Formial mobile application (collectively, the "Platform"), providing telemedicine consultations, prescription skincare services, and ancillary health and wellness offerings.

This Privacy Policy describes how we collect, use, store, disclose, and protect your personal data when you access or use the Platform. It applies to all visitors, registered users, and patients of Formial.

By using the Platform, you consent to the practices described in this Privacy Policy. If you do not agree, please discontinue use immediately.

This Policy is published in compliance with:

The Digital Personal Data Protection Act, 2023 (DPDPA 2023)
The Information Technology Act, 2000 and IT (Amendment) Act, 2008
The IT (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011
The Telemedicine Practice Guidelines, 2020 (MCI / NMC)
The Drugs and Cosmetics Act, 1940 and Rules thereunder

2. Information We Collect

Depending on whether you are a Visitor, Registered User, or Patient, we may collect the following categories of information:

2.1 Identity & Contact Information

Full name, date of birth, gender
Mobile number, email address, residential address
Government-issued ID (where required for prescription verification)

2.2 Health & Medical Information

Skin condition history, photographs submitted for dermatology assessment
Current medications, allergies, and relevant medical history
Prescription details issued by Formial-empanelled registered medical practitioners
Treatment responses and follow-up notes

2.3 Payment Information

Transaction details, payment method type (we do not store full card numbers)
Billing address and order history

2.4 Device & Usage Information

IP address, device type, operating system, browser type
Pages visited, session duration, clickstream data
Log data, crash reports

2.5 Communications

Messages sent through in-app communication channels (including WhatsApp and Instagram), email, or customer support platforms
Feedback, survey responses, and reviews

3. How We Use Your Information

We use the information we collect for the following purposes:

To create and manage your account and verify your identity
To facilitate telemedicine consultations with licensed doctors empanelled on the Platform
To formulate, dispense, and deliver personalised prescription skincare products through Formial-associated pharmacies
To process payments, manage subscriptions, and address billing queries
To communicate with you regarding appointments, treatment updates, prescription renewals, and promotional offers (with your consent)
To improve, personalise, and develop the Platform and our services
To comply with applicable laws, regulatory requirements, and judicial or governmental orders
To detect, prevent, and investigate fraud, abuse, or violations of our Terms
To conduct internal research, analytics, and quality assurance

We will not use your health or medical information for advertising, profiling, or sale to third parties.

4. Sharing of Information

We do not sell your personal data. We may share your information only in the following circumstances:

4.1 Licensed Medical Practitioners
Your health data is shared with Formial-empanelled registered medical practitioners solely for the purpose of providing telemedicine consultations and issuing prescriptions, as mandated by the Telemedicine Practice Guidelines 2020.

4.2 Formial Pharmacy (Compounding)
Prescription and delivery information is shared with licensed pharmacies for dispensation and fulfilment of personalised skincare products in compliance with the Drugs and Cosmetics Act, 1940.

4.3 Technology & Service Providers
We may engage third-party service providers (e.g., cloud hosting, payment gateways, SMS/email services, analytics) who process data on our behalf under binding data processing agreements.

4.4 Legal & Regulatory Authorities
We may disclose information to government authorities, law enforcement, or courts as required by applicable law, regulatory order, or to protect the rights and safety of Formial or its users.

4.5 Business Transfers
In the event of a merger, acquisition, or asset sale, personal data may be transferred to the successor entity, subject to equivalent data protection obligations.

5. Cookies and Tracking Technologies

We use cookies and similar tracking technologies (pixels, session tokens, analytics SDKs) on the Platform for the following purposes:

Essential / Strictly Necessary Cookies — required for Platform functionality and secure login sessions
Functional / Preference Cookies — to remember your language, location, and usage preferences
Performance / Analytics Cookies — to understand how users navigate the Platform and improve it
Marketing / Targeting Cookies — to show relevant content (only with your explicit consent)

You may manage your cookie preferences via the cookie banner on first visit or via your browser settings. Disabling essential cookies may impair Platform functionality.

6. Data Retention

We retain your personal data for as long as is necessary to fulfil the purposes outlined in this Policy, or as required by law:

Medical records and prescription data: minimum 7 years from last consultation, or as mandated by applicable medical record-keeping regulations
Account data: for the duration of your account, plus a reasonable period thereafter
Transaction records: as required under GST, tax, and financial regulations (typically 7 years)

Upon expiry of the retention period, data will be securely deleted or anonymised.

7. Data Security

Formial implements industry-standard technical and organisational security measures, including:

SSL / TLS 128-bit encryption for all data in transit
Encrypted storage for sensitive personal and health data at rest
Role-based access controls limiting employee access to personal data on a need-to-know basis
Regular security audits, penetration testing, and vulnerability assessments

Notwithstanding the foregoing, no system is entirely immune to breaches. You acknowledge that transmission of data over the internet carries inherent risks. In the event of a data breach affecting your rights and interests, we will notify you as required under applicable law.

You are responsible for maintaining the confidentiality of your account credentials. Report any suspected unauthorised access to privacy@formial.in immediately.

8. Your Rights Under DPDPA 2023

As a Data Principal under the Digital Personal Data Protection Act, 2023, you have the following rights:

Right to Access — request a summary of personal data processed by us
Right to Correction — request correction of inaccurate or incomplete data
Right to Erasure — request the deletion of your personal data. We will comply with such requests unless we are required to retain certain information to meet legal, regulatory, or legitimate business obligations
Right to Grievance Redressal — raise complaints with our Grievance Officer
Right to Nominate — nominate a person to exercise rights on your behalf in the event of death or incapacity
Right to Withdraw Consent — withdraw consent for non-essential processing at any time (withdrawal does not affect lawfulness of prior processing)

To exercise any of these rights, write to our Grievance Officer at privacy@formial.in. We will respond within 30 days.

9. Children's Privacy

The Platform is not intended for use by persons under the age of 18. We do not knowingly collect personal data from minors. If a minor requires telemedicine services, a parent or legal guardian must register and provide informed consent on their behalf.

If you believe we have collected data from a minor without appropriate authorisation, contact us immediately at privacy@formial.in and we will take prompt corrective action.

10. Changes to This Privacy Policy

We may update this Privacy Policy periodically. Material changes will be communicated via email or a prominent notice on the Platform at least 15 days prior to coming into effect. Your continued use of the Platform after the effective date constitutes acceptance of the revised Policy.

The current version will always be accessible at formial.in/privacy-policy.

PART B — TERMS AND CONDITIONS

11. Agreement to Terms

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("User", "You") and FORMADYNE THERAPEUTICS PRIVATE LIMITED ("Formial", "We"). By accessing, browsing, or transacting on the Platform (formial.in and associated applications), you agree to be bound by these Terms and our Privacy Policy.

If you do not agree to these Terms, you must not use the Platform.

We reserve the right to modify these Terms at any time. Changes will be posted on the Platform and, for material changes, communicated via email at least 15 days prior to taking effect. Continued use after the effective date constitutes acceptance.

12. Eligibility & Account Registration

You must be at least 18 years of age to register independently. Minors may access services only with the express consent and supervision of a parent or legal guardian.

You warrant that all information provided during registration is accurate, current, and complete.

You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account.

Formial reserves the right to suspend or terminate accounts found to contain false, misleading, or fraudulent information.

One account per person. Creating multiple accounts to circumvent restrictions is prohibited.

13. Telemedicine & Prescription Services

Formial facilitates telemedicine consultations between Users and registered medical practitioners ("Registered Practitioners") empanelled with Formial, in accordance with the Telemedicine Practice Guidelines, 2020 issued by the National Medical Commission.

13.1 Nature of Service

Formial is an integrated telemedicine and compounding pharmacy platform. It connects patients with licensed doctors and, through Formial Pharmacy, formulates and dispenses personalized prescription skincare products.

Consultations conducted via the Platform constitute telemedicine services and are subject to the limitations inherent in remote assessment (no physical examination).

Registered Practitioners empanelled with Formial are independent professionals. Formial is not vicariously liable for the medical advice, diagnosis, or treatment recommendations they provide.

13.2 Prescriptions

Prescriptions issued via the Platform are valid only for conditions amenable to telemedicine diagnosis under applicable guidelines.

Prescriptions for Schedule H, H1, and X drugs will only be issued where clinically appropriate and in compliance with the Drugs and Cosmetics Act, 1940 and Drugs and Cosmetics Rules, 1945. Habit-forming and Schedule X drugs are not processed.

It is your responsibility to provide accurate and complete medical history, current medications, and allergy information before the consultation.

13.3 Emergency Care

Telemedicine services are NOT suitable for medical emergencies. If you are experiencing a medical emergency, call 112 or proceed to the nearest hospital immediately. Formial bears no responsibility for outcomes arising from use of the Platform in emergency situations.

14. Prescription Skincare — Specific Terms

Formial's core service includes the formulation, dispensation, and delivery of personalised prescription skincare products by Formial Pharmacy (a licensed compounding pharmacy operated by FORMADYNE THERAPEUTICS PRIVATE LIMITED). The following terms apply:

Personalised skincare formulations are based on your consultation and are dispensed only against a valid prescription issued by a Formial-empanelled doctor.
Formulations contain prescription-only active ingredients (e.g., tretinoin, hydroquinone, clindamycin) and must be used strictly as directed.
You must disclose pregnancy, breastfeeding, or plans to conceive prior to consultation. Certain actives are contraindicated in pregnancy.
For isotretinoin or other high-risk actives, additional consent, baseline investigations, and adherence to Formial's Isotretinoin SOP may be required before dispensation.
Results vary between individuals. Formial does not guarantee specific cosmetic outcomes.
Photograph submission for skin assessment constitutes your consent to the use of those images by Formial's medical team for diagnosis, treatment planning and internal research and analytics only.

15. Permitted & Prohibited Use

15.1 Permitted Use

You may use the Platform solely for lawful personal healthcare and wellness purposes as intended by Formial.

15.2 Prohibited Use

You must not:

Use the Platform for any unlawful purpose or in violation of applicable Indian law
Submit false, misleading, or fraudulent medical information
Attempt to obtain prescriptions for substances for non-therapeutic or recreational use
Reverse-engineer, scrape, or reproduce any portion of the Platform without express written consent
Interfere with the Platform's security, servers, or networks
Impersonate another person or misrepresent your identity
Share account credentials or allow third parties to access your account

Formial reserves the right to suspend or terminate access and, where warranted, report violations to relevant authorities.

16. Payments, Cancellations & Refunds

16.1 Payments

All consultation fees, product charges, and subscription fees are displayed in Indian Rupees (INR) inclusive of applicable GST. Payments are processed through secure third-party payment gateways.

16.2 Returns & Refunds — Products

Given the personalised and prescription nature of Formial's skincare products, returns and refunds are governed as follows:

Products damaged in transit or delivered incorrectly: eligible for replacement or full refund upon photographic evidence submitted within 48 hours of delivery
Personalised prescription formulations: not eligible for return once dispensed, except in the event of a manufacturing defect or incorrect formulation

17. Medical Disclaimer

The information available on the Platform — including articles, blogs, product descriptions, and AI-generated suggestions — is for general informational and educational purposes only. It does not constitute medical advice and must not be used as a substitute for consultation with a qualified healthcare professional.

Formial does not guarantee the accuracy, completeness, or suitability of any health information on the Platform for any individual's specific medical condition. Always consult a Registered Practitioner before starting, changing, or stopping any treatment.

18. Limitation of Liability

To the maximum extent permitted by applicable law:

Formial's total aggregate liability to you for any claims arising out of or in connection with the Platform shall not exceed the amount paid by you to Formial in the three (3) months immediately preceding the event giving rise to the claim.
Formial shall not be liable for indirect, incidental, consequential, special, or punitive damages, including loss of data, loss of revenue, or medical complications arising from reliance on Platform content or services.
Formial is not liable for acts or omissions of third-party service providers, independent medical practitioners, or pharmacies, except to the extent required by mandatory applicable law.
Nothing in these Terms limits Formial's liability for death or personal injury caused by gross negligence or wilful misconduct, or for fraud.

19. Intellectual Property

All content on the Platform — including text, graphics, logos, user interface design, software, trademarks, and formulation methodologies — is the exclusive property of FORMADYNE THERAPEUTICS PRIVATE LIMITED or its licensors and is protected under Indian intellectual property laws.

You are granted a limited, non-exclusive, non-transferable licence to access and use the Platform for personal, non-commercial purposes. You must not reproduce, distribute, modify, or create derivative works from any Platform content without Formial's prior written consent.

20. Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the Republic of India.

In the event of any dispute or claim arising out of or relating to these Terms or the use of the Platform, the parties shall first attempt to resolve the matter through good-faith negotiation within 30 days of written notice.

If unresolved, disputes shall be subject to binding arbitration under the Arbitration and Conciliation Act, 1996, with the seat of arbitration in Bengaluru, Karnataka. The arbitration shall be conducted in English before a sole arbitrator agreed upon by both parties.

Nothing herein prevents either party from seeking urgent injunctive relief from competent courts in Bengaluru, Karnataka.

21. Grievance Redressal

In accordance with the Information Technology Act, 2000, Rule 5(9) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the DPDPA 2023, Formial has appointed a Grievance Officer:

Grievance Officer: Dr Jeet Patel
Email: care@formial.in
Registered Address: No 181, K.B.A.R Road, Austin Town, Bengaluru, Karnataka, India
Response Time: Within 30 days of receipt of complaint

22. Contact Us

For general inquiries, support, or feedback:

FORMADYNE THERAPEUTICS PRIVATE LIMITED
Website: formial.in
Email: admin@formial.in
Support: care@formial.in
Address: No 181, K.B.A.R Road, Austin Town, Bengaluru, Karnataka, India

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