Policies & Terms of Service

1. Biomedical Maintenance, Calibration & Service Policy

Scope of Service: Medex Biomed performs inspection, calibration, preventive maintenance, and corrective repairs on authorized medical modalities. Work is executed by qualified biomedical engineers using certified calibration tools.

Service Warranty:

All corrective repair services carry a 90-day workmanship warranty on the specific fault corrected and components replaced.
The service warranty is void if the unit is opened, serviced, or modified by unauthorized personnel, or if the unit suffers failure due to improper grounding, liquid ingress, or physical drop post-service.

Calibration Certification: Calibration certificates are issued upon successful completion of parameter verification against traceable standards. Certificates reflect the device’s state at the exact time of testing and do not guarantee future performance under adverse operating conditions.

2. Annual (AMC) & Comprehensive (CMC) Maintenance Contracts

Preventive Maintenance Visits (PMV): Scheduled periodically (quarterly or bi-annually as agreed). Visits include visual checks, internal cleaning, sensor alignment, electrical safety testing, and calibration adjustments.

Breakdown Calls & Turnaround Time (TAT):

Critical Assets (Ventilators, Defibrillators, Anesthesia Workstations, Patient Monitors): On-site response initiated within 4 to 8 business hours within primary operational zones.
General Assets (Diagnostic Analyzers, ECG, Infusion Pumps): Response within 24 business hours.

Exclusions under Standard AMC: AMC covers labor and preventive checks only; replacement parts, consumables, external probes, and glass components are chargeable.

Exclusions under CMC: Consumables (ECG cables, SpO2 sensors, batteries, cuffs), damage caused by fluid spillage, improper electrical installation, fire, lightning, or external casualty are excluded unless explicitly added via rider.

3. Tehomed Marketplace & Spare Parts Procurement Policy

Product Authenticity & Compatibility: All spare parts, boards, modules, and accessories procured via Tehomed are verified against OEM technical specifications prior to dispatch.

Installation Requirement: Sensitive biomedical parts (motherboards, high-voltage power supplies, detector blocks) must be installed by Medex Biomed engineers or certified third-party biomedical professionals. DIY installation voids part warranty.

Return & Replacement Window:

Return requests for physical components are accepted within 7 calendar days of delivery solely for transit-damaged items, incorrect shipments, or dead-on-arrival (DOA) units. Sealed components must remain in their original electrostatic packaging.

4. AV Telemed: Virtual Consultation & Data Governance Policy

Clinical Decision Disclaimer: AV Telemed is an encrypted communication and telemetry bridge facilitating remote care. It is not an automated emergency response system. In acute life-threatening situations, patients must be directed to the nearest emergency facility.

Data Privacy & Security:

Audio-video sessions are secured using end-to-end industry encryption.
Medical history, diagnostic telemetry, and uploaded clinical files are handled strictly under patient confidentiality and healthcare data protection frameworks.
Role-based access controls ensure patient health records (PHR) are accessible solely by authorized consulting clinicians and patients.

Clinician Responsibility: Medical practitioners utilizing AV Telemed remain solely responsible for diagnosis, treatment decisions, and e-prescription compliance in accordance with applicable medical council guidelines.

5. Hepalpha & Point-of-Care Diagnostic Screening Policy

Intended Use: The Hepalpha diagnostic system screening solutions are intended to assist healthcare professionals in evaluating risk parameters and physiological indicators.

Secondary Confirmation: Results provided by point-of-care screening devices provide critical frontline diagnostic indicators and must be correlated with comprehensive clinical examinations, laboratory workups, and physician evaluations before finalizing therapeutic regimens.