About This Document
These terms were most recently updated on 13 August 2018.
Who We Are
We offer telehealth services via a video and audio platform to allow our users (“Users”) to provide their medical history and engage licensed doctors (“Platform Doctors”) to obtain medical support (“Services”).
Health at Hand DMCC is a company incorporated under the laws of Dubai, and having its registered office at 4207-4208, Tower BB1, Mazaya Business Avenue, JLT. We are wholly owned by Health at Hand BVI registered in the British Virgin Islands under company number 1906595 and have our registered office at 3rd Floor, J&C Building, P.O. Box 362, Road Town, Tortola, British Virgin Islands. We are a limited liability company.
To contact us, please email firstname.lastname@example.org.
Description of the Site
Our Site gives users access to Platform Doctors via video consultation or telephone. Based on the information you provide; licensed medical practitioners will provide an assessment and treatment plan.
THIS SITE IS AVAILABLE FOR THE SOLE PURPOSE OF FACILITATING COMMUNICATIONS BETWEEN HEALTH SERVICES PROVIDERS AND CONSUMERS WHO CHOOSE TO USE THE ONLINE SERVICE. ALL INFORMATION PROVIDED ON THIS SITE OR IN CONNECTION WITH ANY COMMUNICATIONS SUPPORTED BY US, INCLUDING, WITHOUT LIMITATION, REAL-TIME VIDEO, TELEPHONE OR EMAIL COMMUNICATIONS BETWEEN PROFESSIONALS UTILIZING THE WEBSITE AND CONSUMERS IS INTENDED TO BE FOR GENERAL INFORMATIONAL AND HEALTH EDUCATIONAL PURPOSES ONLY. THE SITE IS NOT A SUBSTITUTE FOR PROFESSIONAL MEDICAL DIAGNOSIS OR TREATMENT. RELIANCE ON ANY INFORMATION PROVIDED BY US OR ANY PROFESSIONALS THAT UTILIZE OUR SITE IS SOLELY AT YOUR OWN RISK.
The Site is not intended for use in a medical emergency or in case of an urgent healthcare need.
If appropriate, you may be referred to an alternative setting to receive care.
This Site is intended for use only by users who are at least 18 years of age.
By proceeding to use the Site you confirm your understanding that this Site is available for the sole purpose of facilitating communications between health services providers and consumers who choose to use our online service.
YOU SHOULD ALWAYS SEEK THE ADVICE OF YOUR QUALIFIED HEATHCARE PROFESSIONALS WITH ANY QUESTIONS OR CONCERNS YOU MAY HAVE REGARDING YOUR INDIVIDUAL NEEDS AND ANY MEDICAL CONDITIONS. ALL INFORMATION PROVIDED BY US OR IN CONNECTION WITH ANY COMMUNICATIONS SUPPORTED BY US IS INTENDED TO BE FOR GENERAL INFORMATIONAL PURPOSES ONLY.
Use of the Site
You agree that we may send to you any notices regarding the Services through electronic means including but not limited to e-mail, mobile text message, push notifications on your mobile device, or communications posted to the Site. Any of the aforementioned notices is effective when sent by us, regardless of whether you receive or read it.
Changes to These Terms and to the Site
We may update and change our Site from time to time to reflect changes to our products, our Users’ needs and our business priorities.
Other Applicable Terms
Suspension or Withdrawal of the Site
Our mobile application is downloadable free of charge, but the Services may be chargeable.
We do not guarantee that our Site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Site for any reason. We do not guarantee refunds for disrupted services.
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at email@example.com.
We recommend that you do not access the Site to use the Services on public computers. We also recommend that you do not store your password through your web browser or other software, and that you provide a complex alphanumeric password as your access details.
You may not transfer or share your password with anyone.
Use of Material on Our Site and Interaction with Platform Doctors
We are the owner or the licensee of all intellectual property rights on our Site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You must not modify any paper or digital copies of any materials or medical reports you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on our Site must always be acknowledged.
You must not use any part of the content on our Site for commercial purposes.
We grant you a limited, non-exclusive right to access the Site and use the Services for our personal and non-commercial use as permitted herein.
You agree that you will not use the Site to violate any applicable laws, distribute viruses or harmful computer code, or attempt to disassemble or reverse engineer any software on the Site.
You also agree to not engage in any abusive, inappropriate or unlawful behaviour when communicating with the Site or the Platform Doctors. You agree not to contact, or attempt to contact, any Platform Doctors outside of the Site.
We are not responsible for websites we link to
Where the Site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as an approval or endorsement by us of those linked websites or information you may obtain from them.
We have no control over the contents of those sites or resources.
User-generated content is not approved by us
The Site may include information and materials uploaded by other users of the Site. This information and these materials have not been verified or approved by us. Any views expressed by other users on our Site do not necessarily represent our views or values.
If you wish to complain about information and materials uploaded by any other Users please contact us at firstname.lastname@example.org.
Uploading content to our site
Any content you upload to our Site will be considered non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us a limited licence to use, store and copy that content and to distribute and make it available to third parties.
We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our Site constitutes a violation of their intellectual property rights, or of their right to privacy.
We have the right to remove any posting you make on our Site if, in our opinion, your post does not comply with the content standards.
You are solely responsible for securing and backing up your content.
Rights you are giving us to use material you upload
When you upload or post content to our Site, you grant us and any Platform Doctors providing the Services a non-exclusive enduring right to use that content.
We are not responsible for viruses and you must not introduce them
We do not guarantee that our Site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform to access our Site. You should use your own virus protection software.
You must not misuse our Site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Site, the server on which our site is stored or any server, computer or database connected to our Site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the UK Computer Misuse Act 1990, in addition to local criminal laws where you are located. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Site will cease immediately.
We reserve the right to determine in which locations the Services are provided and make no representation that the Services available through the Site will be appropriate or available for use outside of any jurisdiction in which we expressly state that we operate.
Rules about linking to our site
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link to our Site in any website that is not owned by you.
Our Site must not be framed on any other site, nor may you create a link to any part of our Site other than the home page.
We reserve the right to withdraw linking permission without notice.
The website in which you are linking must comply in all respects with our content standards.
If you wish to link to or make any use of content on our Site other than that set out above, please contact email@example.com.
Provision of Health Services
In the United Arab Emirates, the provision of Services will occur from the Health at Hand DMCC premises located in Dubai, United Arab Emirates, and licensed by the Dubai Health Authority under license number DHA-FL-0077486. The Platform Doctors are licensed with the Dubai Health Authority.
By accessing the Site and using the Services, you acknowledge that you are accessing a licensed health facility located in Dubai, United Arab Emirates and governed by Dubai Health Authority (DHA)
There will be times when your Health at Hand doctor will not be able to provide an assessment using telehealth consultation. Health at Hand doctors are trained to assess the appropriateness for conducting telehealth consultations on a case-by-case basis. They will ensure that each consultation meets the standards required for patient examination and evaluation: if they are unable to make a full, adequate assessment for advice, based on high quality evidence, they will recommend you visit a doctor in a physical clinic.
To access Health at Hand Services, you must create an account (“Account”). By signing up for an Account with us, you become a registered user with access to certain password-restricted areas of the Site and to use certain Services offered on and through the Site.
Each Account is identified by a unique email address. You agree to create your Account accurately and truthfully, including but not limited to your email address, name, mobile telephone number, date of birth and password, and that such personal details are kept up to date.
You agree that you are only communicating with us for the Services using your own Account and personal details (or, if relevant, that of a minor linked with your Account).
Your Account details are personal to you and you are solely responsible for maintaining their confidentiality, as you remain liable for all activity that occurs under your Account. You agree to prohibit anyone else from using your Account.
We aim to reconcile duplicate member Accounts. If we identify multiple Accounts owned by the same User, we will automatically combine Accounts. You will be informed of this by email.
It is your responsibility to inform us of any duplicate Accounts by contacting us at firstname.lastname@example.org.
You agree that we are able to immediately invoice your Account for all fees and charges due to us, and you agree to pay all fees in accordance with the payment and billing terms in effect at the time when the Services are provided. Any such fees and charges will be billed to the debit/credit card (this may include but is not limited to Visa, MasterCard, American Express and Discovery) you provided on your Account and you agree that no further notice or consent is required for us to debit such amounts from your debit/credit card.
Our trademarks are registered
Certain names, logos, and other materials displayed on the Site or in the Services may be trademarks or trade names of Health at Hand or other entities. You are not permitted to use any such trademarks or trade names without our written authorisation. Ownership of all such trademarks and trade names remains with us or those other entities.
Disclaimer of Warranties
We do not warrant that access to or use of the Site will be uninterrupted or error-free or that defects in the Site will be corrected. This Site, including any content or information contained within it or any Service, is provided “as is,” with all faults, with no representations or warranties of any kind, either expressed or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, quality of information, quiet enjoyment, and title/non-infringement. We do not warrant the accuracy, completeness or timeliness of the information obtained through the Site.
We make every effort to ensure consultations maintain a viable internet connection but we are not responsible for the internet or data bandwidth and signal of your mobile device, nor transmission errors.
You assume total responsibility and risk for your use of this Site, the Service, and linked websites. We do not warrant that files available for download will be free of viruses, worms, trojan horses or other destructive programming. You are responsible for implementing procedures sufficient to satisfy your needs for data back up and security.
Platform Doctors are able to apply for eReferrals through the Dubai Health Authority (DHA) online eReferral system (“eClaimLink”). An eReferral allows you as an insured member to access a specialty physician as recommended by a Platform Doctor. If you need to see a specialist, your Platform Doctor will complete the online DHA eReferral request, specifying which speciality you require based on their diagnosis, and provide you with an eReferral reference number.
We cannot guarantee the eReferral request will be approved and issued by your Insurer or the DHA.
Doctors working on the Health at Hand platform do not recommend specific named third party specialty providers or physicians. We are not responsible for any services or actions performed by a specialist resulting from the eReferral.
At your request, Platform Doctors are able to submit an order for medication delivery on your behalf to our Medication Delivery partner. Medication Delivery is provided by 800 Pharmacy, a TelePharmacy service duly licensed and regulated by the Dubai Health Authority (DHA) under license number 555753.
Your Platform Doctor will advise you on the medication, dosage, and duration of the treatment and will ask you if you would like the medication to be delivered to your location. Upon your confirmation, an order will be placed with our Medication Delivery partner and noted on your medical report. In order to submit your request for Medication Delivery, Health at Hand may need to provide the TelePharmacy with your personal information including Name, Date of Birth, Gender, Contact Details, Insurance details, Emirates ID, Diagnosis, and Treatment Plan.
Once the order has been submitted to the Medication Delivery partner, the remaining process will be completed directly between you and the TelePharmacy. You will receive a call from our Medication Delivery partner to confirm your address and order and you may be charged a delivery fee of AED 5 payable directly to the TelePharmacy.
By using the Site and the Services, you acknowledge that Health at Hand is not involved in the delivery process and assumes no responsibility for unavailability or substitution of medicines, inaccurate or incomplete fulfilment of prescription, inaccurate declaration of prices, delay in delivery, inappropriate use of personal data, or any other issues or concerns related to Medication Delivery after submission of the order.
Corporate Subscription Members are provided with access to the Site and Service meeting the terms agreed in a contract between Health at Hand and the employer. We do not guarantee your employer has gained your consent for us to contact you about this Service. You may be required to upload a personal debit or credit card and may be required to make a payment towards the Service as a Corporate Subscription Member. Your Corporate Subscription access to the Service may be restricted depending on the contracted agreement between Health at Hand and your employer. The features and duration of access included in your Corporate Subscription are indicated in the My Subscription tab in the app.
Employers with a Corporate Subscription contract will provide Health at Hand with the agreed employees email addresses which we will use to create Corporate Subscription Memberships. You will be required to provide your personal details on the Site to complete your profile.
You may upgrade from a monthly to annual or from individual to a family Subscription at your discretion via the Site. You are not permitted to downgrade for the duration of your Subscription. Prior to the end of the Subscription Term you can downgrade your account by contacting us email@example.com.
When subscribing for either of the family accounts you will be designated the primary user of the Subscription. You will be able to add another adult (“Secondary User”) at your discretion. If the Secondary User has an account with us we will link your Subscription with their account. Accounts cannot be linked unless the Secondary User confirms approval. Up to three (3) children under the age of eighteen (18) can use your account or be added to the account of the Secondary User.
In order to remove or delete any account from the application, users are required to submit a request for removal to firstname.lastname@example.org.
You will be notified by email 7 days prior to the end of the subscription duration and again 1 days before expiry. We will clearly indicate the amount that will be charged.
WE WILL AUTOMATICALLY RENEW YOUR SUBSCRIPTION (DEPENDING ON YOUR CHOICE OF SUBSCRIPTION) YEARLY OR ON THE THREE-MONTH ANNIVERSARY OF THAT DATE THAT WE FIRST CHARGE YOUR CREDIT OR DEBIT CARD FOR THE FIRST SUBSCRIPTION FEE AND, AS AUTHORIZED BY YOU DURING THE SUBSCRIPTION ORDERING PROCESS. THE ANNUAL SUBSCRIPTIONS’ AUTOMATIC RENEWAL IS FOR THE SAME PERIOD OF TIME AS YOUR ORIGINAL SUBSCRIPTION. THE MONTHLY SUBSCRIPTIONS’ AUTOMATIC RENEWAL IS FOR A MONTH.
WE WILL CHARGE YOUR CREDIT OR DEBIT CARD WITH THE APPLICABLE YEARLY OR MONTHLY SUBSCRIPTION FEE AND ANY SALES OR SIMILAR TAXES THAT MAY BE IMPOSED ON YOUR SUBSCRIPTION FEE PAYMENT UNLESS YOU CANCEL BEFORE MIDNIGHT ON THE ANNIVERSARY DATE.
Price and Payment
If applicable, you agree to pay all fees or charges to your account based on our fees, charges, and billing terms in effect as detailed our Site. We reserve the right to change prices for Subscriptions at any time and do not provide price protection or refunds in the event of promotions or price decreases.
Payment for upgrades will deducted from your credit or debit card on a pro rata basis.
You may pay for your Subscription fee only with credit and debit card payments. We will charge your credit or debit card for your first Subscription Fee on the date that we process your order for your Subscription. Once your credit or debit card is charged the first Subscription Fee, we will begin provisioning your account.
If all payment methods submitted by you are declined for payment of your Subscription Fee, your Subscription will be cancelled. If you provide us with new payment details and you are successfully charged, your Subscription Period will be based on the original renewal date and not the date of the successful charge.
You may cancel your Subscription through your account settings or by contacting us on email@example.com.
Any Subscription fees charged prior to the effective date of cancellation will not be refunded, in whole or in part. You will not be eligible for a pro-rated refund of any portion of the Subscription Fees paid for any unused days of the Subscription term.
If you cancel your Subscription, you will enjoy your Subscription benefits until the expiration of the Subscription term for which you have paid, and your Subscription benefits will expire at the end of the Subscription term.
If you already have paid for an Individual or Family subscription yourself and your employer then provides you with access to the Site as a Corporate Subscription Member, both subscriptions will be active until one is terminated.
It is your responsibility to inform us of any duplicate subscriptions by contacting us on firstname.lastname@example.org.
All first-time users are provided with 30 AED Wallet Credit. This can be redeemed against any Site purchase including pay-as-you-go consultations, any annual or monthly subscription. Wallet Credit can be gained by referring a friend: each new referral earns 15 AED Wallet Credit for the referring User. The referred new user gains 15 AED also.
Wallet Credit cannot be exchanged for cash and can only be redeemed against Health at Hand Services. All Wallet Credits expire after 6 months of issue.
Promotions, Vouchers, Competitions and Prize Draws
From time to time we may run competitions, free prize draws and/or other promotions (“Promotional Events”) on the Site. Any such Promotional Events will be subject to additional terms and conditions that will be made available to you at the relevant time.
We will conduct the Promotional Events equitably, promptly and efficiently and deal fairly and honourably with you and other potential participants. Conduct of the entire Promotional Event, including decisions on the eligibility of persons to enter and validity of entry and prizes, shall be our responsibility. We will avoid causing unnecessary disappointment. Entry conditions which need to be met will be clearly stated and all Promotional Events will only be available to those aged over eighteen (18) years.
All Promotional Events will have a closing date. All entrants who have met the conditions of entry will be eligible for selection as the winner. Only one (1) entry per person will be accepted for any prize draws.
Any entrant who tampers, or attempts to tamper, with the entry processes or tampers, or attempts to tamper with the processes used for the draws or who submits an entry which is not valid in accordance with these terms will be subject to disqualification at our discretion.
The following condition apply to all vouchers, whether used by you or any other person accessing the Site:
In the event we are unable to provide our Service using video technology for any reason inside or outside of our control, we will switch our inbound video calls to a telephonic outbound call-back service. Our telephonic call-backs are routed through a third-party call service centre. If a User places a video consultation request on the app and the call-back mechanism is active, the User will receive a message within the app informing them that they will receive a call from a Platform Doctor on their mobile number provided in their profile. The call centre will automatically place an outbound call to the User connecting them directly with the Platform Doctor. This routing does not use a call-centre operator. The User may experience a delay in the call-back service if there is a queue. The User will not be charged for the call if they are located within the United Arab Emirates (UAE), however if the User is located outside of the UAE we cannot guarantee the User’s mobile carrier will not make charges to the User.
We reserve the right to switch our Service to call-backs at any time and we will endeavour to make reasonable effort to inform Users when this switch is made. If a consultation is conducted via telephonic call-backs, we will consider this to fulfil our Service provision. In the event that your Platform Doctor determines that an adequate consultation could not be conducted in the absence of video technology, we may at our sole discretion choose to offer you a full or partial refund. Refunds of any kind offered in this situation are only applicable to pay-as-you-go users
Limitation of Liability
WE AND ANY THIRD PARTIES MENTIONED ON THIS SITE ARE NEITHER RESPONSIBLE NOR LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, PUNITIVE, OR OTHER DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOST PROFITS, SALES OR REVENUE, LOST DATA, LOSS OF BUSINESS OPPORTUNITY, GOODWILL OR REPUTATION, LOSS OF ANTICIPATED SAVINGS OR BUSINESS INTERRUPTION) ARISING OUT OF OR RELATING IN ANY WAY TO THE SITE, SITE-RELATED SERVICES, CONTENT OR INFORMATION CONTAINED WITHIN THE SITE, AND/OR ANY LINKED WEBSITE, WHETHER BASED ON WARRANTY, CONTRACT, TORT, OR ANY OTHER LEGAL THEORY AND WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. YOUR SOLE REMEDY FOR DISSATISFACTION WITH THE SITE, SITE-RELATED SERVICES, AND/OR LINKED WEBSITES IS TO STOP USING THE SITE AND/OR THOSE SERVICES. WE DO NOT EXCLUDE OR LIMIT IN ANY WAY OUR LIABILITY TO YOU WHERE IT WOULD BE UNLAWFUL TO DO SO. PLEASE NOTE THAT WE ONLY PROVIDE THE SITE FOR DOMESTIC AND PRIVATE USE. YOU AGREE NOT TO USE OUR SITE FOR ANY COMMERCIAL OR BUSINESS PURPOSES.
You may end your user registration with the Site for any reason by sending an e-mail to email@example.com.
Dispute Resolution and Governing Law