Terms of service for SARS HIS

Version 2.0 · in force from 2 October 2026 · Cancellation and refund policy · Privacy notice

These terms are a contract between SARS ERP SOLUTION PRIVATE LIMITED, a company incorporated in India, with its registered office at 842M, Sector 13-17, HSVP, Vrinda Enclave, Panipat, Haryana 132103 ("SARS", "we", "us"), and the hospital, clinic, diagnostic centre, medical college or other organisation that registers for SARS HIS ("the hospital", "you").

You accept these terms by ticking the box when you register or start a free trial, by signing an order form or purchase order that refers to them, or by using SARS HIS. A contract accepted this way is valid under section 10A of the Information Technology Act, 2000. The person who accepts confirms that they are authorised to bind the hospital. We record the version accepted, the date and time, the name and designation of the person, and the internet address used.

If documents differ, this order applies: a contract signed by both parties, then an order form or purchase order we have accepted, then these terms, then our policies.

1. Words used in these terms

SARS HIS: our hospital information system, its modules, updates, apps and documentation.
Subscription: the modules, number of users and branches, billing period and price you chose, as shown in your quote, order form or the control centre.
Hospital data: everything the hospital and its staff enter into SARS HIS, including patients' personal and health data.
At the hospital: SARS HIS installed on a server the hospital provides. Hosted: SARS HIS run by us on our servers in India, at an address of the hospital's own such as yourhospital.sarserp.com.
Working day: Monday to Saturday, except national holidays and holidays in Haryana.

2. The service

We give the hospital a licence to use SARS HIS for the modules, users and branches in its subscription. The licence key opens exactly those.
Updates and new versions of the modules you subscribe to are included. New modules may be offered at an extra price.
Integrations with outside services (for example ABDM, payment gateways, SMS and WhatsApp providers, laboratory analysers) depend on those services and their own terms. We are not responsible when an outside service is unavailable or changes how it works, but we will adapt SARS HIS within a reasonable time.

3. Free trial

A free trial lasts the number of days shown when you sign up and includes the modules you chose. To start it you approve an autopay mandate (UPI AutoPay, card or e-mandate) for the plan you chose; nothing is charged during the trial, and the small authorisation your bank may show is refunded by the bank. The first payment is taken after the trial ends, and then every month or year, unless you cancel before the trial ends. One free trial is allowed per hospital, mobile number and email. Trials are hosted; section 8 applies to the data entered during a trial, and if you do not continue, section 14 applies.

4. Fees, GST, TDS and autopay

Prices are in Indian rupees, as shown in your quote or order form, and exclude GST. GST is charged at the rate in force (currently 18%). The place of supply is the hospital's state: CGST and SGST apply within Haryana, IGST elsewhere.
Invoices. A GST tax invoice is issued for every payment. Give us the hospital's correct legal name, address and GSTIN before the invoice date: input tax credit depends on them, and an invoice once issued is corrected only by a credit or debit note.
TDS. If the law requires the hospital to deduct tax at source, it may do so, provided it deposits the tax and gives us Form 16A within the time the Income-tax Act allows. Tax deducted but not deposited is treated as unpaid.
Autopay. Monthly and yearly online subscriptions renew by autopay until cancelled, under the Reserve Bank of India's rules for recurring payments: you get a notice before each charge, a charge above the limit set by the RBI needs your additional authentication, and you can cancel the mandate at any time from your bank or UPI app. Please also tell us when you do.
Contracts. Invoices under a contract or purchase order are due within 15 days of the invoice date unless the contract says otherwise.
Price changes apply to future periods only, with at least 30 days' notice. The price of a period already paid does not change.
Late payment. If a payment fails or is not made, SARS HIS keeps working for a grace period (currently 15 days). After that it becomes read-only: records stay readable and can be printed or exported, so patient care is never cut off from patient records, but new entries are paused until the subscription is paid.
Invoice queries should reach us within 30 days of the invoice. Undisputed amounts remain payable.
Refunds follow our cancellation and refund policy.

5. Logins and acceptable use

Give each staff member their own login, keep passwords confidential, and remove logins of people who leave. The hospital is responsible for what is done with its logins.
Use SARS HIS only for the hospital's own operations and only lawfully. Do not resell it, let people outside the hospital use it, share logins to get around the user limit, or try to bypass the licence.
Do not attempt to break into, overload, scan or test the security of SARS HIS or our servers without our written permission, and do not upload malicious software.
Tell us at once if you suspect a login has been misused or the system has been breached.

6. The hospital's responsibilities

Hold and keep up to date the registrations and licences the hospital needs, for example under the Clinical Establishments Act or the state's own law, the Drugs and Cosmetics Act for its pharmacy, and the PC&PNDT Act where it does ultrasound.
Set up and check its own masters: tariffs and packages, drugs, doctors, and laboratory tests. SARS HIS comes with a standard laboratory catalogue; the hospital's pathologist must confirm its reference intervals and critical limits for the hospital's own analysers and kits before results are reported.
Give patients the notices and take the consents the law requires, including under the Digital Personal Data Protection Act, 2023 (DPDP Act) and for linking records with ABDM.
Keep medical records, medico-legal records and registers for as long as the law and the National Medical Commission's regulations require. SARS HIS keeps them unless the hospital deletes them.
For an installation at the hospital: provide and look after the server, its operating system and database licences, security, antivirus, power and internet, and keep the backups SARS HIS makes in a safe place.

7. Clinical information

SARS HIS records, calculates and reminds. Alerts such as abnormal and critical result flags, drug interaction warnings, allergy warnings and early-warning scores are aids for qualified staff. They may be incomplete or wrong, and they are not a diagnosis or medical advice. SARS HIS is not intended to be a medical device. Every clinical decision, and every report and prescription signed in SARS HIS, remains the responsibility of the doctor or staff member concerned and of the hospital.

8. Hospital data and patient privacy

Ownership. The hospital owns the hospital data. We claim no rights in it beyond what we need to provide the service.
Roles under the DPDP Act. The hospital is the data fiduciary for its patients' and staff's personal data. Where we handle that data (hosted systems, and support when the hospital asks for help), we act as its data processor: only on the hospital's instructions in these terms and its requests, and only to run, secure, back up and support its system. We do not sell hospital data, use it for advertising, or use it to train models for anyone else.
At the hospital, the data stays on the hospital's server. A linked installation sends us only counts and health information (see the privacy notice). Our staff see hospital data only in a remote support session the hospital opens for us.
Hosted, the data is stored on servers in India, backed up every night, and encrypted in transit. Access is limited to named staff who need it, who are bound by confidentiality, and each access is logged.
Security. We maintain reasonable security practices and procedures for sensitive personal data, including medical records, as section 43A of the Information Technology Act and its rules require. We keep logs of our systems for at least 180 days as CERT-In's directions require.
Breaches. If hospital data we handle is breached, we tell the hospital without undue delay and in any case within 24 hours of becoming aware of it. We give it the facts it needs to inform the Data Protection Board and the affected patients, and we report to CERT-In within the time its directions set.
Service providers. We use a small number of providers to run the service: our data-centre host in India, Razorpay for payments, and email, SMS and WhatsApp providers for messages the hospital chooses to send. Each is bound to protect the data. We will tell the hospital before adding a provider that stores hospital data.
Checks. Once a year, or after a breach, the hospital may ask for a written summary of our security measures, and may audit them with reasonable notice and at its own cost.
ABDM. Health records are shared through ABDM only with the patient's consent, as the National Health Authority's Health Data Management Policy requires.

9. Support, updates and availability

We provide set-up help, training and support by phone, WhatsApp and email, 10 am to 7 pm on working days.
We aim to respond to a problem that stops the hospital's work within 4 working hours, and to other requests within 2 working days.
For hosted systems we aim for 99.5% availability each month, not counting planned maintenance. We give at least 48 hours' notice of planned maintenance and schedule it outside OPD hours where we can.
These are targets, not guarantees, unless a signed contract sets service levels and credits.

10. Software and licence

SARS HIS, its source code, updates, documentation and the SARS names and logos belong to SARS ERP Solution Private Limited and are protected by the Copyright Act, 1957 and other laws. The hospital receives a non-exclusive, non-transferable right to use SARS HIS for its own operations during the period paid for. It may not copy, modify, resell, sublicense or reverse-engineer SARS HIS, except to the extent the law expressly permits. Suggestions you give us may be used to improve SARS HIS without any payment or obligation.

11. Confidentiality

Each side keeps the other's confidential information (including prices, contracts, technical information and hospital data) confidential, uses it only for this contract, and shares it only with staff and advisers who need it and are bound to keep it confidential, or where the law or a court requires. This lasts for three years after the subscription ends, and for hospital data without time limit.

12. Our promises, and their limits

We provide SARS HIS with reasonable skill and care, and it will work materially as its documentation describes. If it does not, tell us and we will fix it within a reasonable time. If we cannot, the hospital may end the subscription and receive a refund for the unused part of the period paid. Apart from what these terms say, SARS HIS is provided "as is", and we do not promise that it will be free of every error or uninterrupted.

13. Liability

Our total liability for all claims connected with SARS HIS and these terms is limited to the fees the hospital paid us for SARS HIS in the 12 months before the event giving rise to the claim.
Neither side is liable for indirect or consequential loss, loss of profit, revenue or goodwill, or loss of data that the backups the hospital was responsible for would have preserved.
These limits do not apply to fraud, wilful misconduct, a party's indemnity under section 14, the hospital's obligation to pay fees, or any liability the law does not allow to be limited.

14. Indemnities

We will defend the hospital against a claim that SARS HIS, as we supply it, infringes someone's intellectual property rights in India, and pay the damages and costs a court awards, if the hospital tells us promptly and lets us conduct the defence. The hospital will do the same for us against claims arising from its use of SARS HIS in breach of these terms or the law, from the data it enters without the right to do so, or from clinical decisions made by its staff.

15. Suspension and ending the subscription

The hospital can cancel at any time; the cancellation and refund policy explains what happens to payments.
We may make SARS HIS read-only for non-payment after the grace period, as section 4 explains, and end the subscription if fees remain unpaid 60 days after the due date.
Either side may end the subscription if the other breaches these terms seriously and does not put it right within 30 days of written notice.
We may suspend access at once, telling you why, if it is being used unlawfully or puts the security of SARS HIS or other hospitals at risk, and only for as long as needed.
When a subscription ends: an installation at the hospital keeps its data and stays readable. For a hosted system, the hospital can ask for a full export of its data (a database backup and spreadsheets of its main records) at any time while subscribed and for 90 days after the end. We then delete it from our servers and backups, and confirm the deletion in writing on request, unless the hospital asks us in writing to keep it longer or the law requires us to.
Sections on fees owed, data, confidentiality, liability, indemnities and disputes continue after the end.

16. Events outside our control

Neither side is liable for delay or failure caused by events beyond its reasonable control, such as natural disasters, epidemics, war, government orders, widespread internet or power failures, or failures of outside services. The affected side tells the other promptly and does what it reasonably can to limit the effect. If the event lasts more than 60 days, either side may end the subscription, and prepaid fees for the unused period are refunded.

17. Changes to these terms

We may update these terms. We give at least 30 days' notice by email and in SARS HIS of changes that affect you significantly. If you do not accept a change, you may end the subscription before it applies and receive a refund for the unused part of a period paid in advance. Each version has a number and date; earlier versions stay available on request.

18. Governing law and disputes

These terms are governed by the laws of India.
The parties will first try to settle any dispute by discussion between senior representatives within 30 days of written notice of it.
If it is not settled, it will be referred to arbitration under the Arbitration and Conciliation Act, 1996 by a sole arbitrator appointed by both parties together. The seat and venue of arbitration is Panipat, Haryana, and the language is English.
Subject to arbitration, the courts at Panipat, Haryana have exclusive jurisdiction. Either side may ask those courts for urgent interim relief.

19. General

Notices may be given by email to the addresses in the subscription and on this website, and are effective when sent, unless the sender receives a delivery failure.
Neither side may transfer this contract without the other's written consent, except to a successor of its whole business that accepts these terms.
The parties are independent contractors. Nothing in these terms creates a partnership or agency.
If a court finds part of these terms unenforceable, the rest remains in force. Not enforcing a right is not a waiver of it.
These terms, with the documents listed at the start, are the whole agreement about SARS HIS, and replace earlier discussions about it.

20. Grievances and contact

Questions or complaints about SARS HIS, these terms or the handling of personal data go to our Grievance Officer, SARS ERP Solution Private Limited, 842M, Sector 13-17, HSVP, Vrinda Enclave, Panipat, Haryana 132103, email info@sarserp.com. We acknowledge every grievance within 2 working days and aim to resolve it within 30 days. See also Contact us.

Version 2.0 · in force from 2 October 2026. Version 1.0 (2 October 2026) is replaced by this version.

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