> For the complete documentation index, see [llms.txt](https://docs.physiqo.in/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.physiqo.in/01-business/business-rules.md). # Business-Rules ## PhysiQo Business Rules ## 1. Purpose This document defines the business rules governing the PhysiQo platform. Every product decision, legal document, backend workflow, operational process, payment rule, customer support policy, and platform feature shall follow the rules defined in this document. This document acts as the master source of truth for PhysiQo. *** ## 2. About PhysiQo PhysiQo is a healthcare technology platform owned and operated by Ventra Enterprises. PhysiQo enables patients to discover, book and receive physiotherapy services from verified independent physiotherapists. The platform facilitates technology, payments, communication and appointment management. PhysiQo itself does not provide medical diagnosis or medical treatment. Treatment is provided solely by independent physiotherapists registered on the platform. *** ## 3. Business Model Business Type Healthcare Technology Platform Revenue Model Commission Based Current Service Home Physiotherapy Future Services * Clinic Booking * Tele Consultation * Rehabilitation Programs * AI Recovery Tracking * Corporate Wellness * Subscription Plans *** ## 4. Service Availability Current City * Noida Upcoming Cities * Greater Noida * Ghaziabad * Delhi NCR Future Pan India *** ## 5. Platform Availability Current * Website * WhatsApp Future * Android Application * iOS Application *** ## 6. User Types The PhysiQo platform supports the following users. ### Patient Can * Register * Login * Book Appointment * Pay Online * Cancel Booking * Reschedule Booking * View Appointment History * Rate Physiotherapist * Submit Reviews *** ### Physiotherapist Can * Register * Complete KYC * Submit Documents * Update Availability * Go Online * Go Offline * Receive Assignments * Reject Assignments (Valid Reasons Only) * Complete Appointments * View Settlements *** ### Administrator Can * Verify Physiotherapists * Suspend Accounts * Approve KYC * Manage Bookings * Process Refunds * Resolve Disputes * Generate Reports ## 7. Authentication Rules ### Patient Authentication Patients shall register and log in using their mobile number. Authentication shall be completed through One-Time Password (OTP) verification. Password-based authentication is not supported in Version 1. *** ### Physiotherapist Authentication Every physiotherapist must register using a valid mobile number. OTP verification is mandatory. Only verified physiotherapists shall be allowed to receive bookings. *** ### Administrator Authentication Administrators shall access the platform using secure credentials with role-based access control. Future versions may implement Multi-Factor Authentication (MFA). *** ## 8. Booking Rules A booking shall only be confirmed after successful online payment. No unpaid booking shall be assigned to any physiotherapist. Every booking shall generate a unique Booking ID. Every booking shall include: * Patient Information * Appointment Date * Appointment Time * Service Address * Service Type * Payment Status * Booking Status Booking confirmation shall be sent through: * WhatsApp * Website Dashboard Future versions may include Email and Push Notifications. *** ## 9. Payment Rules All payments shall be collected online through approved payment gateways. Current Payment Gateway * Razorpay Cash payments are not supported in Version 1. Payment must be completed before appointment confirmation. Invoices shall be generated automatically after successful payment. Settlement to physiotherapists shall be processed weekly. *** ## 10. Auto Assignment Rules Physiotherapists shall be assigned automatically by the PhysiQo platform. Patients cannot manually select a physiotherapist during Version 1. The assignment algorithm considers: * Distance * Availability * Experience * Rating The physiotherapist with the highest overall suitability score shall be assigned. If the assigned physiotherapist rejects the appointment due to a valid reason, the system shall automatically reassign the booking to the next most suitable physiotherapist. Patients shall continue receiving booking updates during reassignment without creating a new booking. *** ## 11. Physiotherapist Availability Rules A physiotherapist may set their availability status as: * Online * Offline Only physiotherapists marked as **Online** shall be eligible to receive new appointment assignments. A physiotherapist may switch between Online and Offline status at any time. The platform may automatically mark a physiotherapist as unavailable while an active appointment is in progress. > Future Enhancements > > * Automatic availability based on appointment schedule > * Live GPS availability > * Travel time prediction *** ## 12. Appointment Reassignment Rules A booking shall be automatically reassigned when: * The assigned physiotherapist rejects the appointment for a valid reason. * The assigned physiotherapist becomes unavailable before treatment begins. * The system detects assignment failure. Patients shall not be required to create a new booking during reassignment. Every reassignment event shall be recorded in system logs. *** ## 13. Physiotherapist Rejection Rules A physiotherapist may reject an appointment only under the following conditions: * Medical Emergency * Personal Emergency * Already Treating Another Patient * Vehicle Breakdown * Network or Technical Failure Repeated unnecessary rejections may result in reduced assignment priority or account review. *** ## 14. Service Radius Rules Each physiotherapist shall define a service radius during onboarding. Current maximum service radius: 10–15 kilometres Only physiotherapists within the eligible service radius shall be considered by the assignment engine. Future versions may support dynamic travel radius. *** ## 15. Booking Status Lifecycle Every booking shall move through the following lifecycle. Draft ↓ Payment Pending ↓ Payment Successful ↓ Physiotherapist Assigned ↓ Confirmed ↓ Treatment Started ↓ Treatment Completed ↓ Review Submitted Alternative Statuses * Cancelled * Refunded * Reassigned * Failed *** ## 16. Cancellation Rules Patients may cancel an appointment up to **2 hours** before the scheduled appointment time. Cancellation requests made before the allowed window shall be eligible for a full refund. Cancellation requests made within **2 hours** of the scheduled appointment shall be governed by the Refund Policy. If the physiotherapist has already reached the patient's location and the patient is unavailable, the appointment shall be treated as a No-Show. > Future Enhancements > > * One-click cancellation > * Cancellation reason analytics > * Smart cancellation prediction *** ## 17. Reschedule Rules Patients may reschedule appointments up to **2 hours** before the scheduled appointment. Rescheduling shall be subject to physiotherapist availability. The existing booking shall be updated instead of creating a new booking. Multiple reschedules for the same booking may be restricted in future versions. *** ## 18. Refund Rules Refund eligibility shall follow the official Refund & Cancellation Policy. Typical refund scenarios include: * Platform unable to assign a physiotherapist. * Duplicate payment. * Technical payment failure. * Eligible patient cancellation. Refund timelines shall depend on the payment gateway and banking network. The detailed refund process is maintained separately in the Refund Policy document. *** ## 19. No-Show Rules A patient shall be considered a No-Show if: * The patient is unavailable at the provided address. * The patient cannot be contacted within the waiting period. * The patient refuses treatment after the physiotherapist arrives. A physiotherapist shall be considered a No-Show if: * They fail to reach the appointment without an approved reason. Repeated No-Shows may result in warnings, temporary suspension, or reduced assignment priority. *** ## 20. Review & Rating Rules Patients may submit ratings and reviews after successful appointment completion. Reviews should reflect genuine treatment experiences. The platform reserves the right to remove reviews that are: * Abusive * Offensive * Fake * Spam * Legally objectionable Future versions may introduce verified review badges. *** ## 21. WhatsApp Communication Rules PhysiQo uses WhatsApp as an official communication channel. Patients and physiotherapists may receive: * OTP Verification * Booking Confirmation * Payment Confirmation * Appointment Reminder * Booking Cancellation Updates * Booking Reschedule Updates * Physiotherapist Assignment Updates * Settlement Notifications (Physiotherapists) * Customer Support Messages Promotional messages shall only be sent where consent has been obtained or where permitted by applicable law. Future versions may include recovery reminders, exercise guidance, wellness campaigns, and marketing communication. *** ## 22. Notification Rules The platform shall notify users regarding important events. Notifications may include: * Booking Created * Payment Successful * Physiotherapist Assigned * Appointment Reminder * Appointment Started * Appointment Completed * Cancellation * Refund Initiated * Refund Completed * Weekly Settlement * Account Verification Updates Notification channels may include: * WhatsApp * Website Dashboard Future versions may include Email, SMS and Push Notifications. *** ## 23. AI Assistant Rules PhysiQo may use Artificial Intelligence to assist users. The AI Assistant may assist with: * Appointment Booking * Appointment Rescheduling * Frequently Asked Questions * Platform Navigation * Booking Status * General Physiotherapy Information The AI Assistant shall not: * Diagnose medical conditions * Prescribe medicines * Replace a licensed healthcare professional * Guarantee treatment outcomes Medical decisions shall always remain the responsibility of licensed physiotherapists. *** ## 24. Emergency Medical Rules PhysiQo is not an emergency medical response platform. If a patient reports symptoms indicating a possible medical emergency, including but not limited to: * Chest Pain * Loss of Consciousness * Stroke Symptoms * Severe Bleeding * Major Trauma * Breathing Difficulty the platform may advise the patient to immediately contact emergency medical services or visit the nearest hospital. The platform reserves the right to decline or delay booking requests that appear unsuitable for physiotherapy without prior medical evaluation. *** ## 25. Patient Data Rules The platform may collect the following information: * Name * Mobile Number * Gender * Date of Birth * Address * Appointment History * Symptoms shared during booking * Payment Reference * Device Information * Communication History Only data necessary for providing platform services shall be collected. Patient data shall be processed in accordance with the Privacy Policy. *** ## 26. Physiotherapist Verification Rules Every physiotherapist shall successfully complete the verification process before becoming eligible to receive bookings. Verification may include: * Identity Verification * Degree Verification * KYC Verification * Bank Account Verification * Experience Verification Future versions may additionally include: * Police Verification * Professional Registration Verification * Background Verification The platform reserves the right to reject or suspend verification requests. *** ## 27. Settlement Rules Payments received from patients shall be collected by the platform. Eligible physiotherapists shall receive settlements on a weekly basis. Settlement statements shall include: * Completed Appointments * Commission Deducted * Refund Adjustments * Taxes (where applicable) * Final Payable Amount The platform reserves the right to temporarily hold settlements in case of fraud investigation, payment disputes or legal obligations. *** ## 28. Referral Rules The platform may introduce referral programs for patients, physiotherapists, residential communities and corporate partners. Referral rewards, eligibility criteria and validity periods shall be defined separately under the applicable Referral Program. The platform reserves the right to modify, suspend or discontinue any referral program without prior notice. Fraudulent referral activities may result in account suspension. *** ## 29. Account Suspension Rules The platform may temporarily or permanently suspend accounts under circumstances including: * Fraudulent Activity * Fake Bookings * Fake Reviews * Abuse of Platform * Misconduct * Violation of Policies * Submission of False Documents * Repeated No-Shows * Payment Fraud Suspended users may contact customer support for review. The platform's decision regarding account suspension shall be final, subject to applicable law. *** ## 30. Force Majeure Rules The platform shall not be held responsible for delays or failures caused by events beyond reasonable control, including but not limited to: * Natural Disasters * Floods * Earthquakes * Pandemics * Government Restrictions * Internet Outages * Power Failures * Civil Disturbances * War * Transportation Disruptions During such events, appointments may be delayed, cancelled or rescheduled without liability to the platform. *** ## 31. Pricing Rules PhysiQo shall maintain transparent pricing for all services. Pricing may vary depending on factors including: * Service Type * Appointment Duration * City * Home Visit Distance * Promotional Campaigns The final payable amount shall be displayed before payment. Hidden charges shall not be applied. Future versions may support dynamic pricing. *** ## 32. Commission Rules PhysiQo shall operate on a commission-based revenue model. Commission percentage may vary depending on: * Service Category * Promotional Programs * Partner Agreements * Subscription Plans Applicable commission shall be communicated to physiotherapists through the Partner Agreement. *** ## 33. Promotional Offers & Coupon Rules The platform may provide promotional offers, coupon codes and discounts. Coupons may include: * First Booking Discount * Referral Discount * Festival Campaigns * Corporate Offers * Promotional Campaigns Coupons shall be subject to validity periods and applicable terms. The platform reserves the right to modify or withdraw any promotional offer without prior notice. *** ## 34. Corporate Partnership Rules PhysiQo may partner with companies, organizations and institutions. Corporate partnerships may include: * Employee Wellness Programs * Physiotherapy Camps * Health Packages * Corporate Home Visits Separate commercial agreements may apply. *** ## 35. Residential Society Partnership Rules The platform may collaborate with residential societies, gated communities and housing associations. Services may include: * Physiotherapy Camps * Awareness Sessions * Home Visit Packages * Senior Citizen Wellness Programs Partnership terms shall be governed by separate agreements. *** ## 36. Home Visit Rules Home physiotherapy appointments shall be provided at the address entered by the patient. Patients shall ensure: * Correct Address * Safe Environment * Accessible Entry * Availability during Appointment Time Physiotherapists may refuse treatment if safety concerns exist. *** ## 37. Appointment Duration Rules Standard appointment duration shall normally range between 45 and 60 minutes. Duration may vary depending on: * Patient Condition * Treatment Plan * Clinical Judgment * Package Type Only the treating physiotherapist may determine if additional sessions are required. *** ## 38. Medical Disclaimer Rules PhysiQo is a technology platform. PhysiQo does not guarantee: * Medical Recovery * Treatment Success * Pain Elimination * Clinical Outcomes Clinical decisions remain solely with the treating physiotherapist. Patients are advised to consult qualified healthcare professionals whenever required. *** ## 39. Customer Support Rules The platform shall provide customer support for: * Booking Issues * Payment Queries * Refund Requests * Appointment Rescheduling * Technical Problems * General Assistance Support shall not provide medical diagnosis or treatment advice. *** ## 40. Grievance Resolution Rules Users may raise grievances regarding: * Payments * Refunds * Booking Experience * Physiotherapist Conduct * Platform Issues The platform shall maintain an official grievance mechanism. Detailed timelines and escalation procedures shall be defined under the Grievance Policy. *** *** ## 41. Data Retention Rules The platform shall retain user information only for as long as necessary to: * Provide platform services * Maintain appointment history * Process payments * Comply with applicable legal and regulatory obligations * Resolve disputes Data no longer required shall be securely deleted or anonymized in accordance with the Privacy Policy. *** ## 42. Data Security Rules The platform shall implement reasonable administrative, technical and organizational measures to protect user information. Security measures may include: * Encrypted communication * Secure authentication * Role-based access control * Regular backups * Audit logging * Secure cloud infrastructure Users are responsible for maintaining the confidentiality of their OTP and account access. *** ## 43. Audit & Activity Log Rules The platform shall maintain audit logs for important platform activities including: * User Login * Booking Creation * Payment Events * Refund Processing * Booking Reassignment * Settlement Processing * Administrative Actions Audit logs shall be used for security, compliance and dispute resolution. *** ## 44. Compliance Rules PhysiQo shall operate in accordance with applicable Indian laws and regulations. The platform shall make reasonable efforts to comply with applicable requirements relating to: * Digital Services * Electronic Records * Payment Processing * Consumer Protection * Data Protection * Taxation Compliance requirements may evolve over time and the platform reserves the right to update its processes accordingly. *** ## 45. Third-Party Service Rules The platform may integrate with trusted third-party service providers including: * Payment Gateways * SMS Providers * WhatsApp Business Platform * Cloud Infrastructure * Analytics Services * Mapping Services * Communication Services Availability of these services is subject to their respective providers. PhysiQo shall not be responsible for outages or failures caused solely by third-party services. *** ## 46. Incident Management Rules The platform shall investigate significant operational or technical incidents including: * Payment Failures * Booking Failures * Security Events * Data Incidents * Service Interruptions Appropriate corrective actions shall be taken to restore normal operations. *** ## 47. Business Continuity Rules The platform shall make reasonable efforts to ensure continuity of essential services during unexpected disruptions. Business continuity measures may include: * Cloud Backups * Database Recovery * Infrastructure Monitoring * Redundant Services The platform does not guarantee uninterrupted availability. *** ## 48. Platform Updates & Maintenance Rules The platform may undergo scheduled or emergency maintenance. During maintenance: * Certain services may become temporarily unavailable. * New bookings may be temporarily restricted. * Users may receive advance notification where reasonably possible. *** ## 49. Intellectual Property Rules Unless otherwise stated, all intellectual property associated with PhysiQo, including but not limited to: * Brand Name * Logo * Website * Software * Source Code * Design * Documentation * Content * AI Workflows shall remain the exclusive property of Ventra Enterprises or its licensors. Unauthorized copying, reproduction or commercial use is prohibited. *** ## 50. Business Rules Governance This Business Rules document serves as the primary operational reference for PhysiQo. Future policies, agreements, SOPs and legal documents shall align with these business rules. The platform reserves the right to revise these rules as the business evolves. Major revisions shall be documented through version history. ### Revision History | Version | Date | Author | Changes | | ------- | ----------- | ----------- | --------------------- | | 1.0.0 | 11 Jul 2026 | Ravi Maurya | Initial draft created | *** ### Document Status **Current Status:** Draft **Next Review:** Pending **Approval:** Pending --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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