Terms of Service

About these terms

These terms are an agreement between you and Substrate Labs (“Substrate”, “we”, “us”), the company named under Contact at the end of this page. They apply when you use substrates.in or Substrate Console.

If you accept these terms on behalf of a clinic, hospital or other organisation (“your clinic”), you confirm that you are allowed to do so, and “you” includes your clinic. Our Privacy Policy explains how we handle personal data, and our Data Processing Terms govern patient records. Both form part of this agreement.

Using substrates.in

You can read the website, the Newsroom and the status page without an account.

• Newsroom articles describe our work and are for general information. They are not medical advice. Don’t use them in place of a qualified professional’s judgement.
• The waitlist lets us tell you when Substrate Console is ready for you. Joining doesn’t guarantee access or a date.
• Surveys are optional. By answering, you let us use your answers to plan our products, as described in the Privacy Policy.
• The status page, its feed and its embed are free to use and show our own record of how the service is running. They are informational and don’t change the commitments in these terms.

Substrate Console accounts

• You must be at least 18 and work at a clinic that uses Substrate Console.
• Anyone given a doctor’s role must hold a valid medical registration, and is responsible for keeping their registration details in Substrate Console correct.
• Keep your sign-in private. Tell us straight away if you think someone else has used your account.
• Your clinic’s administrators decide who is invited, what role each person has, and when someone is removed. Your clinic is responsible for everything done through its accounts.

What Substrate Console does, and what it doesn’t

Substrate Console helps clinics keep patient records: registration, notes, prescriptions, lab results, documents, and the audit log.

• It does not use AI and makes no automated decisions about patients.
• Warnings are simple checks. Allergy and duplicate-medicine warnings compare a prescription with what is already on file. They can only be as complete as the records, they never block a doctor, and they are not clinical advice.
• Clinical decisions stay with the doctor. Diagnosis, treatment and prescribing are the responsibility of the treating doctor and your clinic.
• Your clinic is responsible for its records: that they are accurate, that prescriptions meet legal and professional requirements, and that records are kept for as long as the law requires.

Your data

Records you put into Substrate Console belong to your clinic. You give us permission to store, process and display them only so we can provide Substrate Console to you. We don’t use them for any other purpose, and we never use them to train AI models.

For patient records, your clinic is the data fiduciary under the Digital Personal Data Protection Act, 2023. That means your clinic is responsible for:

• having a lawful reason, and the patient’s consent where it is needed, to record their data
• showing patients your privacy notice, and getting consent from a parent or lawful guardian when the law requires it
• answering patients’ requests to see, correct or delete their records, with our help

Signed notes and prescriptions cannot be changed. Corrections are added as new versions and the original is kept.

Acceptable use

Don’t use substrates.in or Substrate Console to:

• break the law, or store data you have no right to hold
• upload content that is obscene, invades someone’s privacy, harms children, infringes someone’s intellectual property, impersonates someone, is knowingly false or misleading, or threatens the unity, integrity, security or sovereignty of India
• try to reach another clinic’s data, or anything your role doesn’t allow
• test, probe or attack our security, or upload malware
• overload the service, or copy it with automated tools beyond normal use of our public feeds
• copy, resell or reverse-engineer the software, except where the law allows it
• send spam or unsolicited messages

If you find a security problem, please write to us before telling anyone else. We will work with you to fix it.

We may remove content that breaks these rules, and suspend accounts used to break them.

Fees

If your plan is paid, the price, billing period and payment terms are shown before you agree to them. Prices are in Indian rupees and exclude GST unless we say otherwise. We give at least 30 days’ notice before a price change applies to you, and you can leave before it does.

Availability and changes

We work to keep Substrate Console available and post incidents and planned maintenance on our status page. We can’t promise the service will never be interrupted.

We improve Substrate Console over time and may change or remove features. If a change significantly reduces what you can do, we tell you in advance. If we ever stop offering Substrate Console, we give at least 90 days’ notice so you can export your records.

National health records (ABDM)

Linking with the Ayushman Bharat Digital Mission is not yet available. When it is, using it will also be subject to the terms and policies of ABDM, and records will be shared through ABDM only with the patient’s consent.

Intellectual property

We own the website, Substrate Console, our software and our brand, including the names Substrate and Soma. These terms don’t give you any rights to them beyond using our services.

You may quote and share Newsroom articles with a link back to the original. If you send us feedback, we may use it without owing you anything.

Leaving

You can stop using Substrate Console at any time. Before you leave, export your records from Substrate Console.

We may suspend or close an account that seriously breaks these terms, or that puts other clinics’ data or our security at risk. Where we can, we tell you first and give you a chance to fix the problem.

When your clinic’s use of Substrate Console ends, you have 30 days to export your records. We then delete them as described in the Data Processing Terms, except for anything the law requires us to keep.

Our responsibility to you

We provide our services with reasonable care and skill. Beyond that, and as far as the law allows, they are provided as they are, without other promises.

Neither of us is responsible to the other for indirect losses, such as lost profits or lost opportunities. Our total responsibility to you for any claim is limited to the greater of the fees you paid us in the 12 months before the claim and ₹10,000.

Nothing in these terms limits responsibility for fraud, gross negligence, wilful misconduct, or anything else the law does not allow to be limited. Nothing in these terms takes away rights you have under the Consumer Protection Act, 2019.

Your clinic is responsible for claims that arise from its clinical decisions, from recording patient data without a lawful basis, or from breaking these terms, and will cover our reasonable costs of such claims.

Law and disputes

These terms are governed by the laws of India. If we disagree, let’s first try to settle it by writing to each other. If that hasn’t worked within 30 days, the courts in Mumbai have jurisdiction.

Complaints

Write to our Grievance Officer using the details under Contact. We acknowledge complaints within 24 hours and resolve them within 15 days. Privacy requests follow the timelines in the Privacy Policy.

Changes to these terms

When we change these terms, we publish the new version here with its date and a line in the change history below. For changes that affect Substrate Console customers, we email account administrators at least 30 days before they take effect. If you keep using our services after that, the new terms apply.