Breathy Rule Book (v1.0 - Beta)

This document outlines the core policies governing financial transactions, service delivery, and conduct on the Breathy platform. Its purpose is to create a transparent, fair, and reliable ecosystem for all users.

1. Platform Responsibility & Failure Cases

This section defines Breathy's role and commitment in various failure scenarios.

Our Stand on Technology: We are a technology facilitator. Our primary responsibility is to maintain a functional, secure, and available platform.

Platform Outage

In the rare event of a full platform outage, we will communicate proactively. Any appointments affected will be automatically flagged for rescheduling or full refunds.

Payment Gateway Failure

If our payment gateway (Razorpay, Cashfree) is down, booking and payout services will be temporarily unavailable. We are not liable for their downtime. However, we are responsible for ensuring no patient is charged incorrectly and no doctor's payout is lost. Our system will automatically retry verifications once the gateway is back online.

Notification Delivery Failure

We are responsible for successfully sending all notifications (Email, SMS, WhatsApp) to our third-party providers (e.g., MSG91). We cannot guarantee final delivery, as that depends on the provider's network and the user's phone. We will maintain logs of all sent messages.

Technical Glitches During Consultation

If a video consultation fails due to a confirmed Breathy server issue:

• The patient will receive a 100% refund.
• The doctor will be compensated 50% of their share for the time they allocated.

2. Doctor & Patient Care (Dispute Resolution)

This section governs how we handle disagreements to ensure fairness.

The "Golden Rule": Our primary goal is to facilitate high-quality, professional healthcare consultations. Our dispute process is designed to be fair and evidence-based.

Dispute Window: A patient can raise a dispute regarding a consultation within 24 hours of the scheduled appointment time.

Investigation Process: When a dispute is raised:

• The payout for that specific transaction is immediately frozen.
• A support ticket is automatically generated.
• Our system provides our support team with all available data: video call connection logs, call duration, and chat history.
• Our team will make a final decision within 48 business hours.

Resolution Outcomes:

• Patient-favored: The patient receives a full or partial refund. The doctor's share is forfeited accordingly.
• Doctor-favored: The dispute is dismissed, and the payout is released to the doctor in the next cycle.
• Platform Credit: In ambiguous cases, Breathy may issue a complimentary credit to the patient as a goodwill gesture, without penalizing the doctor.

3. Doctor Policies (Financial & Conduct)

These are the rules and responsibilities for doctors on the platform.

Fee Structure (Beta Program)

• In-Person Consultation: Breathy charges a 1% platform fee on the consultation amount after payment gateway charges are deducted.
• Video Consultation: Breathy charges a 2% platform fee to cover additional infrastructure costs.
• This is a special introductory rate and is subject to change after the beta period with 30 days' notice.

Payout Schedule & Escrow

• 2-Day Escrow Period: All payments are held by Breathy for a 48-hour period after the consultation is marked as complete. This is a mandatory holding period to protect against chargeback fraud.
• Weekly Payout Cycle: All cleared funds (payments for consultations completed more than 48 hours ago) as of Friday at 11:59 PM IST will be processed for payout.
• Payout Execution: The final payout amount will be transferred to the doctor's verified bank account on the following Sunday at approximately 12:30 AM IST.

Policy Violations & Financial Consequences

• Grounds for Deduction: A doctor will forfeit their share of a consultation fee for the following confirmed violations:
  • Doctor No-Show: Failing to attend a scheduled appointment.
  • Extreme Lateness: Arriving more than 10 minutes late for a 15-minute consultation.
  • Last-Minute Cancellation: Cancelling an appointment within 12 hours for a non-emergency reason.
  • Confirmed Patient Complaint: A dispute resolved in favor of the patient due to poor service or unprofessional conduct.
  • Platform Leakage: Actively directing a Breathy patient to an off-platform service for payment.
• Violation Notification Protocol: Upon confirmation of a violation, an automated notification will be sent to the doctor via Email, SMS, and WhatsApp. It will detail the specific incident, the policy violated, and the financial consequence.
• Payout Invoice: Every payout will be accompanied by a detailed, itemized invoice sent via email. This invoice will clearly list all consultations, fees earned, any deductions with corresponding appointment IDs, and the final transferred amount.

4. Patient Policies (Financial & Conduct)

These are the rules and responsibilities for patients using the platform.

Upfront Payment

All appointments require a 100% upfront payment to be confirmed.

Cancellation & Refund Policy

• Full Refund: If a patient cancels more than 24 hours before the appointment.
• 50% Refund: If a patient cancels between 2 and 24 hours before the appointment. The remaining 50% is transferred to the doctor.
• No Refund: If a patient cancels within 2 hours of the appointment or is a no-show. The full doctor's share is transferred to the doctor.
• Refund Process: All refunds are processed back to the original payment method. Please allow 5-7 business days for the amount to reflect in your account.

Conduct

Patients are expected to be respectful. Harassment of doctors or misuse of the platform will result in an immediate and permanent account ban.