Terms of Service

These Terms of Service ("Terms") are an agreement between you and Xtramile Consultancy Services (Pvt) Ltd of Town Mosque Road, Akkaraipattu 02, 32400, Sri Lanka ("we", "us", "our") governing your use of Niro (the "Service"). By creating an account or using the Service you accept these Terms.

Last updated: 2 September 2026

Service Description

Niro is a patient-held personal health record with connected portals for doctors, dentists, allied health professionals, pharmacies, laboratories, radiology centres and healthcare institutions. The Service stores and displays information entered by you and by healthcare professionals you authorise, and lets you book appointments with participating institutions.

Niro is a record-keeping tool. It is not a medical device, does not provide medical advice, diagnosis or treatment, and is not an emergency service. In an emergency, contact 1990 (Suwa Seriya) or go to the nearest hospital.

Eligibility and Accounts

• You must be at least 16 years old to hold your own account. An account for a child under 16 must be created and operated by a parent or legal guardian.
• You must provide accurate information and keep it up to date, including a mobile number you control.
• You are responsible for keeping your device, PIN and sign-in secure, and for all activity under your account. Tell us immediately at support@niro.lk if you suspect unauthorised access.
• One account may hold more than one role — for example a doctor who is also a patient. Each role is used for its own purpose: you may not use a professional portal to view your own record or the record of a person who has not authorised you.

Role-Specific Responsibilities

Patients

• You are responsible for the accuracy of information you enter yourself, including investigation results you copy from paper reports.
• Presenting your QR code or patient code to a healthcare professional or facility, or booking an appointment with them, authorises that party to access your record as described in the Privacy Policy.

Doctors and dentists

• You must hold current registration with the Sri Lanka Medical Council on the medical or dental register as applicable, and provide your correct SLMC number, which is attached to the episodes and prescriptions you create.
• Clinical judgement, diagnoses, prescriptions and management plans are entirely your professional responsibility. Niro records and transmits what you enter; it performs no clinical checking (including drug interactions, dosing or allergy checking).
• Where you access a patient's record because they have booked an appointment with you, you may do so only for that patient's care.
• Emergency access ("break glass") is for a patient who cannot consent — a genuine clinical emergency, not a shortcut around booking or asking. Every use records your reason under your name, notifies the patient at once, and expires after two hours. Using it in any other circumstance is a misuse of the Service and of your professional position.

Allied health professionals

• You must hold current registration with your professional council where one applies to your profession, and give your profession and registration accurately.
• You may record visit notes within your scope of practice. The Service does not allow you to prescribe, and you must not use visit notes to issue instructions that only a registered medical or dental practitioner may give.

Home carers

• As an individual carer you are an independent service provider, not our employee, offering companion services only. We do not supervise your work or direct how you carry it out. While on a visit booked through Niro you are covered by Niro's group public liability policy.
• Caregiver and nursing work is offered through Niro only as the staff of an institution with a Home care department, which invites you, assigns your visits and pays you, and whose insurance covers that work.
• You must not perform work above your approved level, even when a family asks or insists, and you must not describe yourself as holding a qualification you do not hold. You must check in with proof of arrival where you can, report incidents, and keep your police certificate and registration current.
• Your obligations in full are in the Home Care Provider Agreement, which you accept before you can be offered to families or invited by an institution.

Institutions providing home care

• An institution that switches on a Home care department is the provider of record for every visit booked through it. It dispatches only staff Niro has verified and who have accepted its invitation, warrants that their registration is current, and is responsible for the care given.
• It declares to Niro and to families whether its public liability and professional indemnity insurance covers care in patients' homes, and keeps that declaration current. Without it, its listing carries no coverage badge, and families are told at booking that no policy is lodged with Niro and must acknowledge it before booking.
• Its obligations in full are in the Institution Home Care Provider Terms, which it accepts when the department is switched on.

Pharmacies

• You are responsible for verifying prescriptions in accordance with applicable law and professional standards before dispensing, and for the accuracy of dispensing records you create.

Laboratories and radiology centres

• You are responsible for correctly identifying the patient, performing the requested investigations, and issuing your reports through your own processes. Marking a request as received in Niro records receipt only.
• Reports you return through Niro must be the reports issued by your qualified staff. Radiology and imaging findings must come from a reporting radiologist.

Institutions and channelling centres

• You must hold the registrations required to operate in Sri Lanka, including PHSRC registration and NMRA licensing where applicable.
• You are responsible for the consultants you list, the sessions you publish, and the staff you invite. You must not list a practitioner without their agreement, and you must remove listings and staff access promptly when they end.
• Staff you place in your channelling department can see a booked patient's contact details and queue position, record observations before the consultation, and afterwards see what that consultation asked the patient to do next. They cannot see the patient's medical history or diagnosis. You are responsible for placing only appropriate staff in that department, for their conduct on the Service, and for removing their access when their duties change.
• Observations recorded by your staff are clinical measurements. You are responsible for their accuracy and for ensuring they are taken by someone competent to take them.
• The channelling suite — your desk, sessions, patient bookings and dashboard — is a paid plan, the institution subscription, described under Fees below. The institution is the paying party; nothing is charged to your staff or to patients for it. Pharmacy, laboratory, radiology and allied health portals are free.

Appointments and Bookings

• Booking an appointment through Niro is a request to the institution. Confirmation, queue order, timing and the consultation fee are matters between you and the institution; the only charge Niro itself may make for a booking is the small booking fee described under Fees.
• Payment for consultations is not handled through Niro, and we take no part in what the institution charges; the only charge of ours is the booking fee above, where it applies. An institution's own subscription to Niro never affects your record or the bookings you already hold; if an institution's plan lapses, new bookings there pause until it renews, but you can still see your own bookings.
• Booking shares your name and telephone number with the institution and the practitioner, and allows that practitioner to open your record for that consultation. Cancelling the booking withdraws that access.
• Sessions may be changed or cancelled by the institution or the practitioner. We are not responsible for a session that does not take place, is delayed, or runs to a different time than shown.
• Repeatedly booking appointments you do not attend, or booking under another person's identity, may result in suspension.

Telehealth

• Niro offers video consultations with verified practitioners who have chosen to be available. A consultation takes place only when the practitioner accepts your request.
• Telehealth is not for emergencies. If someone is seriously ill or injured, call 1990 (Suwa Seriya ambulance) or go to the nearest hospital — do not wait for a video consultation.
• A video consultation has limits: the practitioner cannot examine you physically. It is for the practitioner to judge whether video is appropriate for your problem, and they may end the consultation and advise you to be seen in person. Follow that advice.
• Requesting a consultation shares your record with that practitioner, exactly as a booking does. The consultation is written into your record by the practitioner as a telehealth episode.
• Consultations are not recorded. Niro makes no video or audio recording, and you must not record a consultation yourself without the other person's express consent.
• Consultation fees are set by Niro and shown before you request: currently LKR 500 for non-specialist practitioners and LKR 3,000 for specialists, inclusive of Niro's service commission. During early access no payment is collected through Niro; when online payment is introduced, the fee, payment method and refund terms will be shown before you pay anything.
• A consultation runs for up to 15 minutes; the remaining time is shown on screen towards the end, and the call ends when it is reached. If more time is needed, the practitioner may call again or advise an in-person visit.
• Availability is offered by each practitioner and is not guaranteed. A request may be declined or may expire unanswered, and nothing is charged for a request that does not become a consultation.

Home Care

Niro introduces families to home care from two kinds of provider. We are not a care agency, we do not employ carers, and we do not provide care. What we do is verify what we say we verify, hold the payment until the visit is done, and keep the record.

• Independent companions offer companion services only — company and supervision, meals, light housekeeping, errands, escorting to appointments, and reminding a patient to take medicine. We verify their identity and a police or character certificate, and Niro's group public liability policy covers them on visits booked through the app ("Covered by Niro").
• Institutions with a Home care department provide personal care (qualified caregivers: bathing, toileting, dressing, feeding, transfers and repositioning) and nursing care (registered nurses: wound dressing, catheter care, injections, administering medicines, tube feeding and post-operative care) through staff they employ. The booking is with the institution, which accepts it, assigns a verified member of its staff, may reassign it, and is responsible for the care. Its listing shows "Covered by [institution]" where it has declared that its insurance covers home visits; where it has not, the listing carries no coverage badge and a family booking it is told that no policy is lodged with Niro and acknowledges that any claim would be with the institution directly.

Each level is a limit as well as a description. A carer must refuse work above their level, and a family must accept that refusal. Reminding a patient to take medicine is not administering it: only a registered nurse assigned by an institution may administer, and only where a registered medical practitioner has prescribed it.

The app keeps the record of every visit: "On my way" and the arrival time given, check-in with the patient's QR code or the family's arrival code and the carer's location, the visit note, check-out, extra hours requested and approved, incident reports, and any emergency raised. A check-in without proof is allowed but recorded as unproven. From these records Niro keeps a reliability record for each carer and each institution.

Booking a visit is your consent for the assigned carer to see the parts of the record needed for it — allergies, current medicines, current conditions, and the relevant prescription — and for an institution's desk to see the booking details needed to dispatch. It is not consent to your history, and it lapses two days after the visit.

Neither side may take the work off the platform. Doing so removes the record of what happened, removes both sides' protection and insurance, and ends the carer's access to Niro.

The full terms are in the Home Care Provider Agreement for carers, the Institution Home Care Provider Terms for institutions, and the Home Care Booking Terms for families. You accept the one that applies to you before your first visit.

Managing Someone Else's Record

A patient may name another person as a delegate on their record. A delegate can see the record and act on the patient's behalf — booking appointments, arranging home care — and everything they do is recorded under their own name as well as the patient's.

Being a delegate requires identity verification, because it acts on somebody other than yourself. The patient may withdraw it at any time.

Where a person cannot hold an account themselves, an identity-verified relative may create a record for them. Such records are marked as managed, and the number one person may create is capped. Creating a record for someone is a serious step: you are making a health record for a person who has consented to nothing, and you must have the authority to do it. The record stops being managed when that person claims it on their own number.

Referrals

• A referral is a clinical communication between practitioners. The referring practitioner is responsible for what it says, including the accuracy and adequacy of the history they summarise in it, and the practitioner replying is responsible for their reply.
• We deliver a referral only where the person it is addressed to holds a Niro account. Where they do not, the referral is a document the patient carries and we make no delivery. Do not treat a referral raised in Niro as notice to anyone who has not received it.
• A referral does not give the receiving practitioner access to the patient's record, and it does not create a clinical relationship or any duty on our part to ensure it is acted upon. Urgent referrals must be communicated by the means you would otherwise use.

Verification

• Healthcare professionals and institutions may submit registration documents for verification. Verification is optional; unverified accounts can use the Service, and are shown to patients as unverified.
• You must submit only documents that are genuine and your own. Misrepresenting your registration, qualifications or identity is a material breach of these Terms and grounds for immediate termination, in addition to any report we are required or entitled to make to the relevant council or authority.
• A verification badge records that we checked the registration you gave against the relevant public register on the date of review. It is not an endorsement of clinical competence, and it does not guarantee that the registration remains current.

Health Information and Clinical Responsibility

• Information in Niro reflects what users and professionals have entered; it may be incomplete or out of date. It must not be relied upon as the sole basis for clinical decisions.
• Trend charts, reference ranges and high/low flags are informational aids only and are not diagnostic tools.
• Document reading may contain errors; extracted values are presented as a draft and must be confirmed against the source document by the person saving them. The person who saves an entry is responsible for its accuracy, not the software that suggested it.
• Document reading transcribes printed text only. It does not interpret X-rays, scans, ECGs or any other image of the body, and must not be used or relied upon for that purpose. Imaging findings must come from a reporting radiologist.

Fees, Subscriptions and Payment

The core patient Service is provided free of charge. Keeping your health record, booking appointments, video consultations and home care do not require a subscription.

Some advanced features are part of a paid plan, Niro Premium: reading prescriptions, laboratory reports and clinic notes with AI; keeping photographs of your documents in your record; and creating and managing records for members of your family. Without Premium these features are unavailable, but everything already in your record — including documents and family records created earlier — remains visible.

Niro Premium costs LKR 1,999 per year paid by bank transfer, or LKR 199 per month paid by card. Prices are shown in the app and on our website before you subscribe and include any applicable taxes. We may change the price with notice; a change never affects a period already paid for.

To pay by bank transfer you transfer the amount to the account shown on the Niro Premium page, using the reference shown there, and upload a photograph or PDF of the receipt. Premium is switched on straight away on a provisional basis while we confirm the transfer against our bank records, usually within a few working days. If we cannot find a matching payment we pause Premium and tell you, so you can send the receipt again.

Card payments are processed by PayHere, a licensed Sri Lankan payment gateway; your card details are entered in PayHere's checkout and are never sent to or stored by us. A card payment covers one month.

Niro Premium is bought for a fixed period; it does not renew automatically unless you choose a renewing card plan, and it is not refundable once the period has begun, except where the law requires. When a paid period ends, Premium features stop, but nothing already in your record is removed or hidden.

Video consultations and home care visits are paid for through the Service. Payments are processed by PayHere, a licensed Sri Lankan payment gateway; your card details are entered in PayHere's checkout and are never sent to or stored by us. The price is always shown before you pay, and it includes our commission.

A video consultation is paid for when you request it. If the doctor declines, the request expires, or you cancel before it happens, the amount becomes refundable to you and is recorded as such.

Reserving a channelling queue number may carry a small booking fee, paid online at the time of reserving and shown in the app before you pay. It is Niro's own charge for the reservation: the doctor's consultation fee is not collected by Niro and is paid at the clinic as usual. While you pay, the number is held for a few minutes; stopping before payment costs nothing. Refunds of the booking fee are set out in the Refund Policy.

A home care visit can be booked up to six days ahead, and a carer cannot be booked within 30 minutes of another visit. When the provider accepts — the carer, or an institution's desk — a hold is placed on your card for the visit amount, or the amount is charged where a hold is not possible, and the money is taken only when the visit is complete, for the amount agreed when it was requested plus any extra hours you approved in the app at the same rate. A carer cannot change the price after the visit. Cancelling after the carer has set off, or turning a carer away, may incur a call-out fee paid to the provider. The carer's "On my way", check-in and check-out times are recorded on our servers; if the carer is late or does not arrive, or an institution has not assigned anyone by the start, you may cancel at no charge. A repeating booking is a series of separate visits, each created six days ahead and each paid on its own. Either side may raise a dispute in the app within 48 hours, which we decide from the recorded timeline. Providers are paid weekly by bank transfer to a payout account we have verified, after the 48-hour dispute window and less our commission. The details are in the Home Care Booking Terms and the Refund Policy.

A carer en route may add travel time in the app, which you see at once. Thirty minutes past the arrival time they gave with no update, you may cancel at no charge; an hour past it with no check-in, the visit is cancelled as a no-show automatically and nothing is charged.

The institution subscription (the channelling plan) is paid by a clinic, channelling centre or hospital for its channelling desk, sessions, patient bookings and dashboard. It is priced by the size of the practice and shown in the institution portal before payment: a solo practice (one doctor or dentist, with or without a dispensary) LKR 2,000 a month; a group practice of general practitioners or dentists LKR 3,000; a channelling centre or hospital LKR 5,000 with up to five doctors, or LKR 10,000 with six or more. The first month is free. It is paid monthly in advance by bank transfer with a receipt uploaded in the portal, switched on provisionally while we confirm the transfer, and does not renew automatically. After a paid period there is a 7-day grace period; then the desk closes to new bookings and the dashboard is locked until the plan is renewed, while every record is kept. Prices may change with notice shown in the portal; a change never affects a period already paid for, and a period is not refundable once begun, as set out in the Refund Policy. The tier is fixed at each payment. If the practice grows during a paid period — a doctor added, a department such as a laboratory or home care switched on — a pro-rated top-up for the rest of the period is shown in the portal with seven days to pay it; after that the consultations desk pauses until the top-up is paid or the plan is renewed. Pharmacy, laboratory, radiology, home care and allied health portals are free and are never paused.

Refunds are processed to the original payment method. Where a refund is owed we will say so in your payment history rather than wait to be asked.

Ratings and Reviews

After a home care visit, the family rates the carer and the carer rates the household. A family's rating and review appear on the carer's public profile.

Rate honestly, including when things went well. We remove reviews that are abusive, that name a medical condition or otherwise identify a patient, or that we can see are retaliatory — but we do not remove a review merely because it is unfavourable. We do not edit reviews, and we do not accept payment to remove one.

Acceptable Use

You must not: use the Service to violate any law; access or attempt to access another person's record without authority; use a professional portal for any purpose other than the care of a patient who has authorised you; impersonate a healthcare professional, facility or patient; introduce malware or interfere with the Service; reverse engineer the Service except as permitted by law; or use the Service to send spam.

Intellectual Property

• We own the Service, including its software, design, trade marks (including NIRO) and content, excluding your data.
• You own your health record. You grant us a licence to host, process, transmit and display it solely to operate the Service, in accordance with the Privacy Policy.

Service Availability

We aim for high availability but do not guarantee that the Service will be uninterrupted or error-free. We may modify, suspend or discontinue features with reasonable notice where practicable. You should retain paper copies of critical documents (prescriptions, reports) as issued by your providers.

Privacy

Our collection and use of personal data is described in the Niro Privacy Policy and Trust Centre, which form part of these Terms.

Limitation of Liability

• Nothing in these Terms excludes liability that cannot be excluded under Sri Lankan law.
• We are not liable for clinical decisions made by healthcare professionals, for the accuracy of information entered by users or professionals, or for the acts or omissions of doctors, dentists, allied health professionals, pharmacies, laboratories, radiology centres or institutions using the Service.
• We are not a party to any appointment, consultation or treatment arranged through the Service, and we are not liable for its cost, timing, cancellation or outcome.
• To the maximum extent permitted by law, our total aggregate liability arising out of or in connection with the Service is limited to the greater of the amount you paid us in the 12 months before the claim and LKR 25,000.
• We are not liable for indirect, incidental, special or consequential loss, or for events beyond our reasonable control (force majeure).

Suspension and Termination

You may stop using the Service and delete your account at any time from Settings. Deletion is not immediate: your account is scheduled for erasure and can be restored by signing in again within 30 days, after which it is permanent. You can export your record as a PDF before you go.

We may suspend or terminate accounts that materially breach these Terms, that pose a security risk, or where required by law, giving notice where practicable. On deletion, data is handled as described in the Privacy Policy — including that clinical entries made in another person's record remain part of that person's record.

Communications

We send service communications (verification codes, security alerts, critical service and policy notices) as part of the Service. Marketing communications are sent only with your consent and always include a free opt-out (PDPA section 27).

General

• Governing law: these Terms are governed by the laws of the Democratic Socialist Republic of Sri Lanka, and the courts of Sri Lanka have exclusive jurisdiction.
• If any provision is held invalid, the remainder continues in effect.
• These Terms, the Privacy Policy and the Trust Centre are the entire agreement between you and us regarding the Service.
• We may update these Terms; material changes will be notified in the app, and continued use after the effective date constitutes acceptance.

Contact

• Support: support@niro.lk
• Disputes: legal@niro.lk
• Postal: Xtramile Consultancy Services (Pvt) Ltd, Town Mosque Road, Akkaraipattu 02, 32400, Sri Lanka.