Last updated: 7 August 2026
These Terms and Conditions (“Terms”) constitute a legally binding agreement between you (“you”, “your”, or “User”) and Bonum Medelae Pvt. Limited, a company incorporated under the laws of India with its registered office in Greater Mohali, Punjab, India (“Company”, “Bonum Medelae”, “we”, “us”, or “our”). These Terms govern your access to and use of the website located at www.bonummedelae.com and any related subdomains, mobile applications, products, and services (collectively, the “Platform”).
BY ACCESSING, BROWSING, OR USING THE PLATFORM, OR BY PLACING ANY ORDER, YOU EXPRESSLY ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS, OUR DISCLAIMER, PRIVACY POLICY, AND PRESCRIPTION POLICY, ALL OF WHICH ARE INCORPORATED HEREIN BY REFERENCE. IF YOU DO NOT AGREE, YOU MUST NOT USE THE PLATFORM.
1. Definitions and User Categories
1.1 “Consumer User” means a natural person purchasing goods or services from the Platform exclusively for personal, family, or household use, and not for resale, wholesale, distribution, or any commercial purpose, and who qualifies as a “consumer” under Section 2(7) of the Consumer Protection Act, 2019 (India) or equivalent consumer-protection legislation applicable to that person.
1.2 “Business User” (also referred to as a Trade, Wholesale, Institutional, or B2B customer) means any person, firm, company, partnership, LLP, hospital, pharmacy, chemist, retailer, distributor, stockist, wholesaler, importer, exporter, healthcare institution, or other entity purchasing goods or services from the Platform for the purpose of resale, redistribution, dispensing, institutional use, or any commercial, professional, or trade purpose. Business Users are not “consumers” within the meaning of the Consumer Protection Act, 2019.
1.3 Certain clauses in these Terms apply only to Consumer Users, only to Business Users, or with modified effect. Where a clause is stated to apply to Business Users, the Business User expressly acknowledges and agrees that such clause is a negotiated term of a commercial contract between parties dealing at arm’s length, and that the Business User has had a full and fair opportunity to consider its terms, seek independent legal advice, and negotiate any amendments, before agreeing to be bound.
2. Eligibility
2.1 You represent and warrant that you are at least 18 years of age and have the legal capacity to enter into a binding contract under the Indian Contract Act, 1872 (or the equivalent law of your jurisdiction). Minors may access the Platform only under the supervision of a parent or legal guardian, and any transaction is deemed to be undertaken by that adult.
2.2 You must not use the Platform if you are barred from doing so under the laws of India or any other applicable jurisdiction.
3. Use of the Platform
3.1 You agree to use the Platform only for lawful purposes and in a manner that does not infringe the rights of, or restrict or inhibit the use and enjoyment of, the Platform by any third party.
3.2 You shall not, and shall not permit any third party to: (a) introduce viruses, trojans, worms, logic bombs, or other malicious material; (b) attempt unauthorised access to the Platform, the server, or any connected network; (c) reverse-engineer, decompile, disassemble, or attempt to derive the source code of any component of the Platform; (d) use any automated system (including bots, spiders, or scrapers) to access the Platform without our prior written consent; (e) resell, sublicense, or commercially exploit the Platform or any content on it, except as expressly permitted; (f) impersonate any person or misrepresent your identity or affiliation; (g) upload or transmit any content that is unlawful, defamatory, obscene, misleading, or infringing on intellectual-property or privacy rights; or (h) use the Platform in violation of the Information Technology Act, 2000, the Consumer Protection Act, 2019, the Drugs and Cosmetics Act, 1940, the Drugs and Magic Remedies (Objectionable Advertisements) Act, 1954, or any other applicable law.
4. Products, Orders, Pricing, and Availability
4.1 All products listed on the Platform are subject to availability and may be modified, withdrawn, or discontinued at any time without prior notice.
4.2 The display of a product on the Platform constitutes an invitation to offer and not an offer for sale. Your placement of an order constitutes an offer to purchase, which the Company may accept or reject in its discretion, subject to Clause 4.5 below.
4.3 All prices are quoted in Indian Rupees (₹ / INR) unless expressly stated otherwise, and are inclusive of taxes only where explicitly indicated. Prices are exclusive of shipping, handling, insurance, and customs duties unless expressly stated.
4.4 The Company reserves the right to correct any typographical or clerical errors in pricing, product descriptions, or availability. In the event of a pricing error, the Company may, at its option, (i) cancel the affected order and refund any amount paid, or (ii) confirm the order at the corrected price with your consent.
4.5 The Company may refuse or cancel any order, or limit the quantity supplied, if (a) the order appears to be placed for resale or in bulk without prior written authorisation, (b) the product is out of stock, (c) there is a suspected fraudulent transaction, (d) the shipping address is in a jurisdiction where the product is not lawfully saleable, (e) a valid prescription is required and has not been furnished, or (f) delivery would violate any applicable law or regulation. Cancellation and refund shall be handled in accordance with Clause 6 (Refunds, Returns, and Cancellations) and the Consumer Protection (E-Commerce) Rules, 2020.
4.6 Product images, colours, and packaging on the Platform are for illustrative purposes only. Actual products may vary. Ayurvedic, herbal, nutraceutical, and pharmaceutical products must be used strictly as directed on the label and, where applicable, under the guidance of a qualified healthcare professional.
5. Prescription Products
Certain products offered on the Platform are prescription-only (“Schedule H”, “Schedule H1”, or equivalent) under the Drugs and Cosmetics Act, 1940 and the Drugs and Cosmetics Rules, 1945. Such products will be dispensed only against a valid, legible prescription issued by a registered medical practitioner and subject to verification. Please refer to our Prescription Policy for full details.
6. Refunds, Returns, and Cancellations
6.1 General policy. Because the Platform supplies pharmaceutical, Ayurvedic, and healthcare products, this section reflects the safety, hygiene, and regulatory requirements that apply to medicines and related goods, in addition to the rights of Consumer Users under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
6.2 Cancellation before dispatch. You may cancel an order without charge at any time before it has been dispatched, by contacting us at sales@bonummedelae.com with your order number. If payment has been made, the amount will be refunded to the original payment method within 7 to 10 working days.
6.3 Returns eligibility. To be eligible for a return, you must contact us within 7 days of delivery. Products must be unused, unopened, and in their original, sealed packaging with the batch number and expiry date intact. Proof of purchase (order number or tax invoice) is required for all returns.
6.4 Non-returnable items
For patient safety and in line with applicable regulations, the following cannot be returned or exchanged once delivered, save where the item is damaged, defective, expired, or incorrectly supplied:
- Prescription-only medicines (Schedule H, Schedule H1, and equivalent);
- Opened, unsealed, or partially used products;
- Temperature-sensitive or cold-chain items;
- Injectables, IV fluids, and biologicals;
- Any product whose tamper-evident seal, blister, or original packaging has been broken;
- Personalised or made-to-order goods; and
- Products marked “non-returnable” on the product page or invoice.
This clause does not affect your statutory rights as a Consumer User under the Consumer Protection Act, 2019.
6.5 Damaged, defective, expired, or incorrect orders
If you receive a product that is damaged, defective, expired at the time of receipt, or different from what you ordered, please contact us within 48 hours of delivery at sales@bonummedelae.com with your order number and clear photographs of the product, packaging, and the outer courier packet. Upon verification, we will arrange, at our option and at no additional cost to you, either (a) a replacement, or (b) a full refund of the amount paid for the affected product, in line with Rule 6 of the Consumer Protection (E-Commerce) Rules, 2020.
6.6 Refund processing
Once an approved return has been received and inspected, we will notify you in writing of the outcome. Approved refunds are processed to the original payment method within 7 to 10 working days of approval. The actual credit to your account may thereafter depend on your bank, card network, or wallet operator. Shipping and handling charges are non-refundable except where the return is due to our error or the item is damaged, defective, or incorrectly supplied.
6.7 How to request a return, refund, or replacement
Please write to sales@bonummedelae.com or use the form on our Contact page with (a) your order number, (b) the item(s) affected, (c) a clear description of the issue, and (d) supporting photographs where applicable. Our team will acknowledge your request within 48 hours and guide you through the next steps.
7. Registration and Accounts
7.1 Certain features may require you to register an account. You must provide accurate, current, and complete information and keep it updated.
7.2 You are solely responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You must notify us immediately at sales@bonummedelae.com of any unauthorised use or security breach.
7.3 The Company may suspend or terminate your account at its discretion for any breach of these Terms, suspected fraudulent activity, or extended inactivity.
8. Intellectual Property
8.1 All content on the Platform — including text, graphics, logos, icons, images, audio, video, product designs, trademarks, service marks, trade dress, trade names, and software — is owned by, licensed to, or otherwise the property of the Company, and is protected under the Copyright Act, 1957, the Trade Marks Act, 1999, the Designs Act, 2000, the Patents Act, 1970, and applicable international treaties.
8.2 You are granted a limited, non-exclusive, non-transferable, revocable licence to access and view the Platform for personal, non-commercial use. You may not reproduce, distribute, publicly display, perform, modify, translate, adapt, create derivative works of, sell, or commercially exploit any content without the prior written permission of the Company.
8.3 “Bonum Medelae”, the Bonum Medelae logo, and all associated product names are trademarks of the Company. All other trademarks referenced are the property of their respective owners.
9. No Medical Advice
The content on the Platform is provided for general informational purposes only and is not medical advice, diagnosis, or treatment. Always seek the advice of a qualified healthcare provider before starting, changing, or discontinuing any treatment, medication, supplement, or health regimen. Never disregard professional medical advice or delay seeking it because of anything you have read on the Platform. See our full Disclaimer for details.
10. Third-Party Links and Content
The Platform may contain links to third-party websites, resources, or services. Such links are provided for convenience only. The Company does not endorse, control, or take responsibility for any third-party content, product, service, or practice, and disclaims all liability arising from your access to or use of such third-party sites.
11. Disclaimer of Warranties
11.1 EXCEPT AS REQUIRED BY APPLICABLE LAW AND WITHOUT DEROGATING FROM ANY STATUTORY RIGHT OF A CONSUMER USER, THE PLATFORM AND ALL CONTENT ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS, WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, ACCURACY, OR UNINTERRUPTED OR ERROR-FREE OPERATION.
11.2 The Company does not warrant that the Platform will be free from viruses, malware, or harmful components, or that defects will be corrected.
12. Limitation of Liability
12.1 For all Users: To the fullest extent permitted by applicable law, the Company, its directors, officers, employees, agents, affiliates, and licensors shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages — including loss of profits, revenue, data, goodwill, or opportunity — arising from or in connection with your access to, use of, or inability to use the Platform or any product purchased through it, even if the Company has been advised of the possibility of such damages.
12.2 For Business Users: The aggregate liability of the Company in respect of any and all claims arising out of or in connection with these Terms or any transaction on the Platform shall not exceed the amount actually paid by the Business User to the Company for the specific product giving rise to the claim in the three (3) months immediately preceding the event.
12.3 For Consumer Users: Nothing in these Terms limits or excludes the Company’s liability for (a) death or personal injury caused by the Company’s negligence, (b) fraud or fraudulent misrepresentation, (c) any liability that cannot be excluded or limited under the Consumer Protection Act, 2019, the Sale of Goods Act, 1930, or any other applicable law, or (d) any right or remedy of a Consumer User under Chapter III (Consumer Disputes Redressal Commissions) of the Consumer Protection Act, 2019.
13. Indemnity
You agree to indemnify, defend, and hold harmless the Company, its directors, officers, employees, agents, affiliates, and licensors from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or relating to: (a) your breach of these Terms; (b) your violation of any law or the rights of any third party; (c) your misuse of the Platform or any product purchased through it; or (d) any content you submit, post, or transmit through the Platform.
14. Cross-Border and International Use
14.1 The Platform is operated from India. Products and information may not be lawfully available, approved, or authorised in all countries or jurisdictions.
14.2 If you access the Platform from outside India, you do so on your own initiative and at your own risk, and you are solely responsible for compliance with the laws of your jurisdiction, including in relation to importation, prescription requirements, customs duties, taxes, and consumer regulations.
14.3 Nothing on the Platform constitutes an offer, solicitation, or invitation to any person in any jurisdiction where such offer, solicitation, or invitation would be unlawful.
15. Force Majeure
The Company shall not be liable for any failure or delay in performance caused by events beyond its reasonable control, including but not limited to acts of God, natural disasters, epidemic or pandemic, war, terrorism, riots, civil unrest, government action, regulatory intervention, cyber-attack, failure of telecommunications or internet infrastructure, power outage, strike, lockout, transportation failure, or supply-chain disruption.
16. Grievance Redressal and Consumer Care
16.1 Our commitment. Bonum Medelae Pvt. Limited is committed to resolving customer concerns fairly, transparently, and within a reasonable timeframe. This section, together with Clause 17 (Dispute Resolution), sets out how to raise a grievance and how it will be handled, in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
16.2 Grievance Officer
Grievance Officer
Bonum Medelae Pvt. Limited
Email: sales@bonummedelae.com
Registered Office: Greater Mohali, Punjab, India
16.3 How to raise a grievance
You may submit a complaint or query through our Contact page, by email to the Grievance Officer at sales@bonummedelae.com, or by telephone during business hours. Please include your order number (if applicable), contact details, and a clear description of the issue.
16.4 Acknowledgement and resolution timelines
- Acknowledgement: within 48 hours of receipt, with a reference number for tracking.
- Standard resolution: most grievances are resolved within 7 working days.
- Statutory maximum: in all cases, the grievance shall be redressed within one (1) month of receipt, in accordance with Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020.
- Complex matters: those requiring supplier, manufacturer, or regulatory coordination may take longer. We will keep you informed of progress in writing.
16.5 Product-quality and safety complaints
Complaints relating to product quality, packaging, expiry, contamination, or a suspected adverse drug reaction or adverse event are treated as a priority. Such complaints may be reported by the Company to the relevant manufacturer, marketer, or regulatory authority (including the Central Drugs Standard Control Organisation, State Drug Controller, or Pharmacovigilance Programme of India), as required by law.
16.6 Escalation
If you are not satisfied with the initial response, you may request escalation to the Grievance Officer, who will conduct a further review. If the matter remains unresolved, you may (a) approach the National Consumer Helpline on 1915, (b) file a complaint on the National Consumer Helpline portal at consumerhelpline.gov.in, or (c) approach the District, State, or National Consumer Disputes Redressal Commission having jurisdiction under the Consumer Protection Act, 2019, without prejudice to the dispute-resolution mechanism in Clause 17.
16.7 Records
All grievances and their resolutions are logged and retained for quality monitoring and regulatory compliance, in line with our Privacy Policy.
17. Interpretation and Company Decisions
17.1 For all Users: The Company reserves the right to interpret these Terms and to determine, in good faith, the applicability of any clause to a specific situation. Any such interpretation shall be effective unless the User raises a written objection within thirty (30) days of being notified of the Company’s determination, in which case the matter shall be resolved under Clause 18 (Dispute Resolution).
17.2 For Business Users only: In matters relating to (a) the interpretation of product specifications, (b) the classification of goods for order-processing purposes, (c) the acceptance or rejection of a purchase order, (d) credit terms and payment schedules, (e) commercial concessions, discounts, or promotional entitlements, and (f) any question of internal business policy, the decision of the Company, made in good faith, shall be final and binding on the Business User, save for cases of fraud, wilful default, or manifest error. This clause is a negotiated commercial term between parties of equal bargaining power and is not intended to exclude any right or remedy that cannot lawfully be excluded.
17.3 Nothing in this Clause 17 shall be construed to (a) oust the jurisdiction of any Consumer Disputes Redressal Commission or other competent forum in respect of a Consumer User, (b) exclude any statutory right of a Consumer User under the Consumer Protection Act, 2019, or (c) permit the Company to act in bad faith, arbitrarily, or in a manner that is manifestly unreasonable.
18. Dispute Resolution
18.1 Step 1 — Internal Resolution: Any dispute, controversy, or claim arising out of or in connection with these Terms shall first be attempted to be resolved amicably by written notice to the Grievance Officer at sales@bonummedelae.com. The parties shall use good-faith efforts to resolve the dispute within thirty (30) days of receipt of such notice.
18.2 Step 2 — Arbitration (Business Users only): Any dispute between the Company and a Business User that is not resolved under Clause 18.1 shall be finally settled by binding arbitration under the Arbitration and Conciliation Act, 1996 (India), as amended from time to time. The arbitration shall be conducted by a sole arbitrator appointed jointly by the parties, or, failing agreement, appointed in accordance with the said Act. The seat and venue of arbitration shall be Chandigarh, India. The language of arbitration shall be English. The award shall be final and binding on the parties. Each Business User expressly waives any right to bring or participate in a class, collective, or representative action.
18.3 Step 3 — Consumer Users: A Consumer User retains all rights and remedies under the Consumer Protection Act, 2019, including the right to approach a Consumer Disputes Redressal Commission at the District, State, or National level as appropriate. A Consumer User may (but is not required to) opt in to arbitration under Clause 18.2 by written notice.
18.4 Governing Law and Jurisdiction: These Terms and any non-contractual obligations arising from them shall be governed by and construed in accordance with the laws of India, without regard to conflict-of-laws principles. Subject to Clauses 18.2 and 18.3, the courts of Chandigarh, India shall have exclusive jurisdiction over any dispute.
19. Modifications
19.1 The Company may revise these Terms at any time by posting the updated Terms on the Platform. The “Last updated” date at the top will reflect the most recent revision.
19.2 Your continued use of the Platform after any revision constitutes acceptance of the updated Terms. If you do not agree to any revision, you must stop using the Platform.
20. Assignment
You may not assign, transfer, or delegate any of your rights or obligations under these Terms without the Company’s prior written consent. The Company may assign or transfer its rights and obligations to any affiliate or successor in interest without your consent.
21. Severability, Waiver, and Entire Agreement
21.1 If any provision of these Terms is held by a court or tribunal of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or, if not possible, severed, and the remaining provisions shall continue in full force and effect.
21.2 No failure or delay by the Company in exercising any right or remedy shall operate as a waiver of that right or remedy.
21.3 These Terms, together with the documents incorporated by reference, constitute the entire agreement between you and the Company in respect of the Platform, and supersede all prior agreements, representations, or understandings on the subject.
22. Survival
Clauses 6 (Refunds, Returns, and Cancellations, in respect of any pending refund or return), 8 (Intellectual Property), 11 (Disclaimer of Warranties), 12 (Limitation of Liability), 13 (Indemnity), 16 (Grievance Redressal, in respect of any pending grievance), 17 (Interpretation), 18 (Dispute Resolution), 21 (Severability), and 22 (Survival), and any other provision that by its nature is intended to survive, shall survive the termination of these Terms or the closure of your account.
23. Contact
Bonum Medelae Pvt. Limited
Registered Office: Greater Mohali, Punjab, India
Email: sales@bonummedelae.com
Website: www.bonummedelae.com