Terms & Conditions

Last updated: June 2026

1. About Prime Care

Prime Care is a prepaid OPD (outpatient) health benefit programme operated by Zap Private Limited ("Zap", "we", "us"). The programme's benefits are delivered by our benefits partner, [benefits partner name], and its network of clinics, labs and pharmacies. Prime Care is not an insurance product and does not provide insurance cover. By purchasing a Prime Care plan you agree to these Terms & Conditions and our Privacy Policy.

2. Eligibility

Prime Care plans can be purchased by Indian residents aged 18 years and above (the "plan holder"). A Family plan can also cover the plan holder's [spouse, children up to age [X], and parents], up to [X] members in total. By subscribing you confirm that all information provided, including name, mobile number, email address, and identity details, is accurate and belongs to you or the family member being covered, and that you are authorised to share each family member's details with us.

3. Plan Benefits & Wallet

• Each plan carries an annual OPD wallet, depending on plan tier: Bronze ₹20,000 · Silver ₹30,000 · Gold ₹40,000 · Platinum ₹50,000 · Advanced ₹75,000. The wallet may be used at our benefits partner's network partners.
• The wallet is one pooled balance across consultations, diagnostics, pharmacy, vision and dental. On the Bronze plan each of these has its own annual limit within the wallet: consultations ₹5,000, diagnostics ₹7,500, pharmacy ₹7,500, vision ₹2,000 and dental ₹1,000. Unused wallet balances do not carry forward to the next plan year.
• Each transaction can use up to ₹2,000 of your wallet. Multiple transactions may be used within the wallet balance. For a bill above ₹2,000, [you pay the amount above ₹2,000 directly to the partner / you can claim reimbursement in the Prime Care app].
• Benefits are activated once your payment is confirmed (see Section 7).
• Family plan wallets are shared across all covered members.

4. Annual Health Check-up (AHC)

One Annual Health Check-up is included in all plans, [per member / per plan] per plan year. Each AHC uses ₹1,500 of your wallet balance; on the Bronze plan, this comes from the diagnostics limit. The AHC must be booked through the Prime Care app or our concierge desk ([WhatsApp or phone number]).

5. Billing & Payments

• All plans are billed annually.
• Payments are processed through Razorpay and are subject to Razorpay's terms of service.
• Zap Private Limited does not store any card, UPI, or banking credentials.
• All prices are inclusive of applicable taxes unless stated otherwise.
• Plans do not renew automatically. We will remind you before your plan expires. / Plans renew automatically each year unless you cancel. We will notify you at least [X] days before renewal and before any auto-debit.]

6. Cancellation Window & Refunds

You may cancel your plan within 15 days of purchase for a full refund, provided no benefits have been utilised. After this 15-day cancellation window, annual plans may be cancelled with a pro-rata refund for unused months, minus the value of any benefits already used. If the benefits used are worth more than the pro-rata amount, no refund is due, and you will not be asked to pay the difference.

Example: You pay ₹[12,000] for an annual plan and cancel after 4 months. The unused 8 months are worth ₹[8,000]. If you have used ₹[3,000] of benefits, your refund is ₹[5,000].

To cancel, message us on WhatsApp, call +91 98862 73398 or email help@getprime.care. Deleting your account also cancels your plan (see Delete your account). Refunds are processed within 7–10 working days to the original payment method.

7. Activation Timeline

Your plan activates as soon as your payment is confirmed, usually in seconds. Zap Private Limited is not liable for any healthcare expenses incurred prior to activation confirmation.

8. Exclusions

• Hospitalisation, surgery, or in-patient procedures are not covered under Prime Care.
• Emergency care is not covered. In an emergency, call 112 or go to the nearest hospital.
• Pre-existing conditions are not excluded from OPD consultations. Diagnostic tests related to pre-existing conditions are covered up to ₹[X] per plan year.
• Cosmetic procedures, fertility treatments, and experimental therapies are excluded.
• Benefits cannot be redeemed for cash or transferred to another person.

9. Network Partners

Benefits are redeemable only at our benefits partner's empanelled network partners. Zap Private Limited does not guarantee the availability, quality, or continuity of any specific partner's services. The network may change from time to time; current partner lists are available in the Prime Care app.

10. Limitation of Liability

To the extent permitted by law, Zap Private Limited's aggregate liability to any subscriber shall not exceed the plan fee paid for the relevant plan year. We are not liable for indirect, consequential, or incidental damages arising from your use of Prime Care benefits. Consultations, tests and treatment are provided by independent network partners, who are responsible for the clinical care they provide. Nothing in these Terms limits your rights under the Consumer Protection Act, 2019.

11. Modifications

Zap Private Limited may modify these Terms & Conditions, plan pricing, or benefit structures with 30 days' notice by email, WhatsApp or app notification. Changes to pricing or benefits apply from your next renewal and will not reduce the benefits of a plan year you have already paid for. If any other change affects you during your current plan year and you do not agree with it, you may cancel your plan and receive a pro-rata refund for the unused months.

12. Governing Law

These Terms are governed by the laws of India. Subject to your rights under the Consumer Protection Act, 2019, including your right to file a complaint before the consumer commission where you live, any disputes shall be subject to the exclusive jurisdiction of courts in Bengaluru, Karnataka.

13. Grievance Officer

If you have a complaint about Prime Care, please contact our Grievance Officer:

[Full name], Grievance Officer
Email: help@getprime.care (subject line "Grievance")
Phone: +91 98862 73398

We will acknowledge your complaint within 48 hours and resolve it within one month.

14. Contact

For any queries, write to help@getprime.care or call +91 98862 73398.

Zap Private Limited · CIN: U69200KA2026PTC219594 · No. 10, 8th B Cross Road, HAL III Stage, Jeevanbhimanagar, Bangalore North, Bengaluru, Karnataka 560075, India · help@getprime.care