Lavender Lane is a brand of Heart and Soul Medical Advisors Private Limited. These Terms apply to Lavender Lane clinical and digital services, The Lavender Circle, lavenderlanechildcare.com, and our booking and communication channels.
Lavender Lane is a paediatric care centre and healthcare services brand operated by Heart and Soul Medical Advisors Private Limited ("Lavender Lane", "we", "us", "our"). These Terms and Conditions ("Terms") govern your use of our clinical services, website, appointment and payment channels, digital services, and The Lavender Circle membership.
By booking or paying for a service, completing a membership purchase, or otherwise expressly accepting these Terms through an online or offline process, you agree to be bound by them. Merely browsing our website does not amount to consent to medical treatment. Any consent needed for treatment or use of personal data is handled separately as described below and in our Privacy Policy.
If you purchase a particular service or membership, the specific description, price, benefits and conditions shown to you at checkout or in the relevant written offer form part of your agreement with us. A procedure-specific consent form, treatment plan, estimate, membership confirmation or other specific written term will prevail over these general Terms to the extent of a direct inconsistency for that specific matter.
Our clinical services are primarily for children and adolescents under eighteen years of age, subject to clinical appropriateness. A parent or lawful guardian must ordinarily register the child, provide information required for safe care and give the consents that applicable law or clinical practice requires. We may take reasonable steps to verify the identity or authority of the adult acting for the child where appropriate.
Parents and guardians are responsible for providing information that is complete and accurate to the best of their knowledge, telling us promptly about material changes, following agreed care instructions, and supervising children while on our premises. We may also seek the child's assent or involve the child in decisions in a manner appropriate to age, maturity, clinical circumstances and applicable law.
We provide paediatric consultations, specialist care, vaccinations, preventive and well-child care, diagnostics, day-care therapies, procedures, pharmacy support, second opinions, care coordination and related services within the capabilities of the relevant Lavender Lane centre and the clinical judgement of the treating team.
A service shown on our website may not be appropriate or available for every child or at every centre. The treating clinician may recommend a different setting, including referral or transfer to a hospital, where that is safer or clinically appropriate. We may add, modify, suspend or discontinue services prospectively, but will not knowingly reduce or cancel care that has already been clinically committed without appropriate communication and arrangements consistent with patient safety.
Appointments may be booked through the channels we make available, including telephone, WhatsApp, email, website or in person, and are confirmed when we issue a confirmation. We aim to honour confirmed times, but clinical emergencies, urgent cases, doctor availability, technical issues or circumstances beyond our reasonable control may cause delays or require rescheduling.
Any cancellation, rescheduling or no-show terms applicable to a particular appointment will be disclosed at or before booking. If a cancellation fee applies, it will be reasonable and consistent with applicable consumer law. We will not impose a cancellation charge on a consumer for an online purchase unless the corresponding arrangement complies with applicable law, including any reciprocal obligations that apply where we cancel the booking.
Where we cancel a prepaid appointment and cannot provide a reasonable alternative acceptable to you, we will refund the amount paid for the cancelled service, subject to any amount already lawfully applied to a service actually delivered.
Booking an appointment or accepting these Terms does not by itself constitute blanket consent for invasive treatment, sedation, chemotherapy, transfusion, vaccination or any other procedure for which separate informed consent is clinically or legally appropriate.
Routine consultation may involve history-taking and ordinary non-invasive examination reasonably expected for the visit. Before a procedure, treatment or intervention that requires specific informed consent, the treating team will explain the nature and purpose of the proposed care, material risks and benefits, reasonable alternatives and relevant consequences of declining or delaying it, to the extent appropriate to the circumstances, and will obtain the required consent.
Clinical decisions are made by qualified professionals using the information available at the time and their professional judgement. No medical treatment can guarantee a particular outcome. You should ask questions whenever anything about a recommendation, medicine, procedure, cost or follow-up plan is unclear.
Lavender Lane is not an emergency department and our website, WhatsApp channels, care team and tele-paediatric services are not substitutes for emergency medical care. For symptoms such as severe breathing difficulty, severe bleeding, loss or alteration of consciousness, seizures requiring emergency attention, suspected poisoning, severe trauma, or any situation that appears immediately life-threatening, go directly to the nearest appropriate emergency department or call the applicable emergency service.
Where we identify a child who needs a level of care we cannot safely provide, we may recommend escalation or transfer to a partner or other hospital. We may assist with care coordination and sharing relevant records where lawful and appropriate, but the receiving hospital remains responsible for the care it provides.
Nothing in this section limits liability arising from our negligence, breach of professional duty, fraud, wilful misconduct or any other liability that cannot lawfully be excluded or limited.
The Lavender Circle is an annual membership programme for an enrolled child. Membership is personal to the child, is not transferable, and does not itself provide insurance or guarantee that every healthcare need can be managed at Lavender Lane. The specific tier, price and benefits shown in the member's purchase confirmation form part of the membership agreement.
| Tier | Founding annual fee | Core benefits (First Family offer) |
|---|---|---|
| Essential | ₹4,999 | Unlimited in-clinic paediatric consults; 10% preferred rates on vaccines, speciality consultations and lab tests; 24×7 tele-paediatric access on WhatsApp; Digital Health Record / Health Vault; school and sports medical certificates; First Family status. |
| Plus | ₹9,999 | Everything in Essential plus the Annual Well-Child Assessment, priority booking, monthly parent education, one complimentary super-speciality second opinion per membership year, 25% sibling discount on eligible Plus membership, and pre-travel health consultation. |
The fees above reflect the current First Family offer shown on our website as of the effective date of these Terms. Applicable taxes or statutory levies, if any, will be handled as shown at checkout. Future plans or public prices may differ, but any First Family price-lock commitment is governed by section 9 below.
For a membership purchased after the centre has opened, the one-year membership term ordinarily begins on the date shown in the purchase confirmation. For First Family memberships purchased before the Noida centre opened, the in-clinic consultation year began on 25 July 2026, while the digital benefits identified as immediately active began when the membership was activated.
"Unlimited in-clinic paediatric consults" means that the enrolled child may book general paediatric in-clinic consultations during the active membership year without a per-consultation fee, subject to appointment availability, clinical appropriateness, operating hours and reasonable safeguards against misuse. It does not include super-speciality consultations, procedures, diagnostics, vaccines, medicines, consumables, day-care therapies or third-party services except where the relevant tier expressly says otherwise.
Membership discounts apply only to eligible services purchased for the enrolled member, unless the benefit expressly applies to a sibling or family member. Discounts generally cannot be combined with another promotion unless we expressly permit it.
Where included in the relevant Circle tier, 24×7 tele-paediatric access gives the member a channel to seek paediatric guidance remotely, including through WhatsApp. It is intended for clinical guidance, triage, follow-up and questions that can reasonably be handled remotely; it is not an emergency service and does not guarantee that every issue can be diagnosed or treated without an in-person assessment.
We aim to respond promptly, including outside ordinary centre hours, but response times shown on our website or in marketing materials are service targets and not guarantees. Response may be affected by clinical workload, emergencies, connectivity, platform outages and the nature of the query. If symptoms are urgent or worsening, do not wait for a WhatsApp reply and seek emergency or in-person care as appropriate.
A clinician may require an in-person visit, examination, investigation or hospital assessment before giving or continuing advice. Prescriptions and teleconsultations are subject to applicable medical and telemedicine requirements.
The Digital Health Record / Health Vault is designed to keep records such as vaccinations, prescriptions, growth charts and reports accessible through supported digital channels. Our "free for life" commitment means that we do not charge a recurring fee merely for continued access to the member's Health Vault after the initial qualifying membership, even if the Circle is not renewed. It does not override lawful medical-record retention, privacy rights, security requirements or circumstances in which a particular third-party platform becomes unavailable or unsuitable. If WhatsApp can no longer reasonably be used, we may provide a substantially equivalent no-fee access method.
The Health Vault does not replace the authoritative medical record maintained by Lavender Lane or other healthcare providers. Records supplied by you or outside providers are included on the basis of the information received and may need independent clinical verification before being relied upon for treatment.
The First Family edition is limited to the first 1,000 eligible enrolled children accepted into that offer. Each First Family number is personal to the child and non-transferable. The number may remain as a historical identifier even if active membership later ends.
For a First Family member, the base annual renewal price for the member's existing Circle tier is locked at the founding annual fee stated in the member's original purchase confirmation for so long as Lavender Lane continues to offer that tier or a substantially equivalent Circle membership. Government taxes, levies or charges outside our control are not part of the base-fee price lock.
If we replace or reorganise a Circle tier, we will honour the economic substance of the applicable First Family price-lock through a substantially equivalent membership option, unless a change is required by law or is reasonably necessary for patient safety. A voluntary upgrade to a different tier may carry the applicable price for that tier.
"First access" means reasonable priority access to newly launched Lavender Lane services, specialities or locations where operationally available. It does not override clinical priority, capacity, safety requirements or applicable law, and does not guarantee a particular appointment slot.
Where a 25% sibling discount is included in Plus, it applies to an eligible second child's Plus membership on the terms shown at purchase. Each child requires a separate membership and clinical record. First Family numbering remains subject to the 1,000-child First Family cap.
Plus membership includes priority booking. We organise schedules to minimise waiting for members and to support the "zero wait" service commitment advertised for Plus, but clinical care cannot always run to a fixed timetable. Urgent cases, emergencies, procedures taking longer than expected and circumstances outside our reasonable control may create unavoidable delays. Priority booking does not permit a member to displace a patient whose clinical condition requires more urgent attention.
Fees are payable at the time indicated for the relevant service and may be paid through the methods we make available, including card, UPI, payment gateway, bank transfer or other lawful methods. We will issue or make available an invoice or receipt as required.
For planned procedures, we aim to provide a written cost estimate before the procedure. An estimate is based on the information reasonably available at the time and may change if the clinical plan, medicines, consumables, duration of care, complications, investigations or other requirements change. Where reasonably possible, we will explain material changes before additional non-emergency costs are incurred.
Where we assist with insurance or third-party administrator documentation, coverage and reimbursement remain subject to the terms, exclusions, approvals and decisions of the relevant insurer or administrator. Unless we expressly agree otherwise in writing, we do not guarantee that an insurer will approve or reimburse any particular amount.
Except where a specific service or offer provides otherwise, fees for a clinical service already delivered are not refundable merely because the desired medical outcome was not achieved. This does not affect any right you may have where a service is deficient or where a refund is otherwise required by law.
We may approve refunds for duplicate or excess payment, an accepted cancellation under the applicable booking terms, a prepaid service we do not deliver for reasons attributable to us, or another case in which a refund is required by law. Approved refunds are ordinarily returned to the original payment method within a reasonable period after approval, subject to banking and payment-system timelines.
For the current First Family Lavender Circle offer, you may cancel the initial membership within fourteen (14) calendar days of joining and receive a no-questions refund of the membership fee paid. This 14-day right relates to the membership fee and does not automatically refund medicines, vaccines, diagnostics, procedures or other separately purchased services or products that have already been supplied.
A full 14-day cancellation ends the active Circle membership and its ongoing membership benefits, including any future consultation entitlement, discounts and price-lock. Clinical records already created remain subject to applicable medical-record and privacy obligations. A First Family number may remain in our historical records but does not by itself preserve active benefits after a full cancellation.
After the 14-day period, the membership is generally non-refundable for change of mind, but you may choose not to renew at the end of the membership year. Non-renewal does not itself remove the Health Vault access commitment described in section 8.
Lavender Lane may provide some pharmacy, diagnostic, sample-collection or other services directly through the relevant licensed facility, and may also coordinate or refer to independent laboratories, hospitals, pharmacies, imaging centres, specialists, payment providers or other third parties. We will not describe an independently provided service as being provided by Lavender Lane where that is not the case.
Where Lavender Lane itself provides the service, these Terms apply together with applicable clinical, pharmacy or diagnostic requirements. Where an independent provider supplies the service directly, that provider is responsible for its own service, pricing, quality, licensing and terms, subject to applicable law. A referral or coordination arrangement is not a guarantee of an independent provider's outcome.
Returns or refunds for medicines or other healthcare products may be restricted where required for patient safety, product integrity or applicable pharmacy rules. Any applicable return condition will be communicated at or before the relevant sale where required.
You should provide complete and accurate information about the child's identity, age, medical history, allergies, medicines, prior treatment and other matters relevant to safe care, and promptly tell the treating team of material changes.
We handle personal and health data in accordance with our Privacy Policy and applicable law. The Privacy Policy explains, among other things, what data we collect, why we use it, how the Digital Health Record and WhatsApp channel operate, retention, security, children's data, and how to exercise privacy rights. Privacy consent is not created merely by accepting these Terms where applicable law requires a separate consent or notice process.
We maintain a safe, respectful and professional environment. Patients, parents, guardians and visitors must treat clinicians, staff, other families and visitors with courtesy and must not engage in abusive, threatening, violent, discriminatory, harassing or materially disruptive conduct.
You must follow reasonable safety, hygiene, infection-control, child-supervision and premises instructions. You must not photograph, film or record another patient, family member or staff member without permission where consent is required. We may refuse, suspend or discontinue non-emergency services for serious or repeated misconduct or a material safety risk, subject to patient-safety obligations and applicable law.
Information on our website, social media, newsletters, educational sessions, WhatsApp channels and other general communications is provided for education and service information and is not a substitute for an individual clinical assessment, diagnosis, prescription or emergency care.
You may use our website and digital channels only for lawful personal purposes connected with our services. You must not attempt unauthorised access, interfere with security, introduce malicious code, scrape or systematically extract content without permission, impersonate another person or submit information you know to be materially false.
Digital services may occasionally be interrupted for maintenance, security, platform outages, connectivity issues or circumstances outside our reasonable control. We will use reasonable efforts to restore affected services and, where a paid benefit is materially affected for an extended period, consider an appropriate alternative or remedy having regard to the circumstances and applicable law.
The Lavender Lane name, branding, logos and website materials, and other content made available by us, are owned by or licensed to Heart and Soul Medical Advisors Private Limited or the relevant rights holder. You may view and use such content for personal, non-commercial purposes connected with our services. You may not reproduce, modify, distribute, publish, commercially exploit or create derivative use of protected content without permission, except where applicable law permits it.
Healthcare involves inherent uncertainty, and no clinician or healthcare provider can guarantee a particular diagnosis, response to treatment or outcome. We are not responsible for harm caused solely by information that was materially incomplete or inaccurate despite a reasonable opportunity to disclose it, failure to follow a clearly communicated care plan, delay caused solely by the patient or guardian, misuse of a service or product, or events beyond our reasonable control, except to the extent that our own negligence or breach contributed to the harm.
We do not exclude or limit liability for negligence or breach of professional duty causing death or personal injury, fraud, wilful misconduct, breach of statutory consumer rights, or any other liability that cannot lawfully be excluded or limited. We do not impose a contractual cap on liability for clinical negligence merely by reference to the fee paid for the relevant service.
For non-clinical digital or administrative services, any limitation of liability will apply only to the extent permitted by law and will be interpreted consistently with applicable consumer-protection requirements.
We want concerns to be raised early so they can be reviewed properly. You may make a clinical, service, billing or consumer complaint by writing to hello@lavenderlanechildcare.com or by contacting the centre. We will acknowledge a consumer grievance within the period required by applicable law and aim to resolve it fairly and promptly.
Where the Consumer Protection (E-Commerce) Rules, 2020 apply to an online purchase, our designated consumer Grievance Officer will acknowledge the complaint within forty-eight (48) hours and seek to redress it within one month, subject to the nature of the complaint and applicable law. Privacy complaints are also handled in accordance with our Privacy Policy.
Nothing in these Terms prevents a consumer from approaching the National Consumer Helpline, a competent Consumer Commission, regulator, court or other forum available under applicable law.
These Terms are governed by the laws of India. For disputes that are not subject to a mandatory statutory forum, the courts at Gautam Buddh Nagar, Uttar Pradesh will have jurisdiction, subject always to any right of a consumer or patient to approach a Consumer Commission, regulator, court or other forum that has jurisdiction under applicable law.
We encourage good-faith discussion and internal grievance resolution before formal proceedings where appropriate, but these Terms do not require a patient or consumer to submit a dispute to mandatory private arbitration before exercising statutory rights.
We may update these Terms to reflect changes in law, clinical practice, technology or our services. The current version will be posted on our website with its effective date. Changes will ordinarily apply prospectively.
We will not retrospectively remove a material paid membership benefit during an active membership term merely by updating these Terms, except where a change is required by law, is reasonably necessary for patient safety, or is replaced with a substantially equivalent benefit. Any First Family price-lock remains subject to section 9.
Heart and Soul Medical Advisors Private Limited, operating the Lavender Lane brand.