Terms of Service & Service Agreement
Effective Date: January 1, 2025 Version: 2.0
1. Introduction and Acceptance
These Terms of Service ("Terms") govern the relationship between Documantraa, a division of AFIC Services Pvt. Ltd. ("Company," "We," "Us," or "Our"), and the entity or individual engaging our services ("Client," "You").
By engaging Documantraa for investigation, forensic verification, or intelligence services—either through a signed master service agreement, a purchase order, or by submitting a case via our Client Portal—you agree to be bound by these Terms.
If you are entering into this agreement on behalf of a company (e.g., an Insurance Carrier or Corporate Entity), you represent that you have the authority to bind such entity to these Terms.
2. Nature of Services
Documantraa provides specialized intelligence, field investigation, and forensic document verification services.
Crucial Disclaimer:
We Are Not Law Enforcement: Our services are strictly civil and investigative in nature. We do not have police powers, cannot execute search warrants, and do not engage in activities reserved for law enforcement agencies.
Intelligence for Decision Making: Our final reports serve as factual intelligence to assist the Client in making informed business decisions (e.g., claim settlement or repudiation). Documantraa does not make the final decision on claim validity, nor do we guarantee a specific outcome for any investigation.
3. Client Obligations
To ensure accurate and timely investigations, the Client agrees to:
Provide Accurate Data: Provide all available baseline information related to the case, including but not limited to policy details, hospitalization records, claimant contact information, and the specific reason for suspicion (e.g., "Verify admission dates in transmitted TDQ form").
Legal Authority: Represent that you have the necessary legal grounds (e.g., contractual consent within an insurance policy clause) to share the data subject's personal information with us for the purpose of investigation.
Portal Security: Maintain the security of your Client Portal login credentials. You are responsible for all cases submitted under your account.
4. Confidentiality and Data Protection
Given the sensitive nature of the documents we handle (including medical records and financial data seen in reimbursement forms), confidentiality is paramount.
DPDP Act & IRDAI Compliance: We act as a "Data Processor" under the Digital Personal Data Protection Act, 2023, processing data on behalf of you, the "Data Fiduciary." We strictly adhere to IRDAI regulations regarding data handling and retention.
Strict Confidentiality: Documantraa agrees not to disclose any case details, claimant data, or investigation findings to any third party unless required by law or explicitly authorized by the Client.
Data Retention: As per regulatory mandates, investigation records are retained securely for a period of 10 years from case closure, after which they are securely purged.
Please refer to our complete Privacy Policy for detailed information on our data security framework.
5. Code of Conduct and Ethics (Zero Tolerance)
Documantraa operates under a strict ethical framework.
Anti-Bribery Policy: We maintain a Zero Tolerance policy towards bribery or corruption. Our field officers are prohibited from accepting any gratuity from claimants, hospitals, or third parties. Any attempt to influence an investigation through illicit means will be reported to the Client immediately.
**Unbiased Reporting:**Our investigations are conducted neutrally. Our mandate is to find the "Ground Truth," regardless of whether it supports or contradicts the initial suspicion.
6. Fees and Payment Terms
B2B Clients: Services are billed according to the rates agreed upon in your Master Service Agreement or specific Rate Card. Invoices are generated via the CRM/ERP portal upon submission of the final report.
Payment Timeline: Unless otherwise stipulated in a separate agreement, standard payment terms are Net 30 days from the invoice date.
Taxes: All fees are exclusive of applicable GST, which will be charged additionally.
7. Limitation of Liability
While we strive for absolute accuracy in our forensic analysis and field reports:
No Indemnification for Client Decisions: Documantraa shall not be liable for any legal consequences, lawsuits, or damages arising from decisions taken by the Client (e.g., denying an insurance claim) based on our reports. The Client assumes full responsibility for how they utilize the intelligence provided.
Liability Cap: To the maximum extent permitted by applicable law, Documantraa's total liability arising out of or related to any specific investigation case shall not exceed the total fees paid by the Client for that specific case.
8. Intellectual Property
All methodologies, proprietary digital forensic tools, CRM portal interfaces, and reporting formats used by Documantraa remain the exclusive intellectual property of AFIC Services Pvt. Ltd. The final investigation report provided to the Client is for their internal use only and may not be resold or published without our prior written consent.
9. Termination
For Cause: Either party may terminate this agreement immediately if the other party breaches a material term (including non-payment of fees or breach of confidentiality/ethics laws).
Convenience: B2B clients with ongoing contracts may terminate services by providing 30 days written notice, subject to the terms of their Master Service Agreement.
10. Governing Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts located in Kozhikode, Kerala.
Contact Us: If you have questions regarding these Terms, please contact our legal team at: Email: support@documantraa.com Address: AFICS House, Feroke, Kozhikode, Kerala - 673631
Last Updated: April 16, 2026