Terms of use

Who we are and what these terms cover

medicAI is run by TechSphere Solutions Limited (DIFC licence CL8452), IH01-001, Innovation One, DIFC, Dubai, United Arab Emirates ("medicAI", "we", "us"). "You" means the person using medicAI, including when acting for a dependant.

These terms cover the website at www.medicai.ae, our mobile apps and our portals. Clinics, labs, pharmacies, doctors, employers, insurers and other organisations also have their own agreement with us. If it conflicts with these terms, their agreement applies to them.

See legal terms and acceptance for how you accept these terms and which document applies first. Our privacy policy explains how we use your data.

What medicAI does and does not do

medicAI is a technology platform. We provide software that connects you with independent healthcare facilities licensed by the Dubai Health Authority (DHA) or the Department of Health Abu Dhabi (DoH) and, if you choose treatment abroad, with independent hospitals outside the UAE. We also provide tools for bookings, payments, records in the app and administrative coordination.

We are not a healthcare provider. We do not run a health facility, practise medicine, examine or treat patients, diagnose, prescribe, dispense medicines, carry out tests, sell insurance or decide claims. There is no doctor and patient relationship between you and medicAI.

Facilities and professionals are independent of us. They are not our employees or agents, and we do not direct or supervise their clinical decisions. We do not hire or recruit doctors. A doctor joins medicAI only through a licensed provider, which submits its documents and registers the doctor under its own account. Partner facilities must hold a DHA or DoH licence to join, but listing a facility or doctor is not a recommendation, and we do not guarantee the quality of their care.

Your contract for care is with the facility, not with medicAI. Words on our website and app such as "see a doctor", "book a test" or "get your medicines" describe what you can arrange with a facility through the platform. They do not mean that medicAI provides that care. Care managers help with administration only and do not give medical advice.

This matches how the DHA Standards for Telehealth Services describe a telehealth platform: a technological tool that connects licensed health facilities to patients, not a provider of clinical services.

Who is responsible for your care

Medical outcomes. All medical outcomes rest with the facility and its professionals, not with medicAI. This includes complications, side effects, wrong or delayed diagnosis, treatment errors and a treatment not working as you hoped. No medical result is guaranteed.

Medical liability. Medical liability in the UAE is governed by Federal Decree-Law No. 4 of 2016 and applies to those who practise medicine. Complaints and claims about clinical care must be made against the facility and professional concerned, and can also be raised with DHA or DoH. DHA requires the facilities it licenses to hold medical liability or malpractice insurance.

Consent. The treating doctor takes your consent to care and records it. Signing a consent form does not remove the doctor's or facility's responsibility for the care they give. See our template consent forms.

If you need to make a complaint or claim, we will give you the facility's name and contact details, and you can use the platform to find the records it holds in your account.

Who can use medicAI

• You must be 18 or over and able to enter a contract to hold an account.
• A parent or legal guardian may use medicAI for a child under 18 and gives any consent the child's care needs. You may act for another adult only with their permission or legal authority.
• A married woman signs her own consent, except for procedures or treatments related to reproductive health, where DHA guidelines make the consent of her husband (first priority) or her legal guardian mandatory. The treating facility takes this consent.
• You must give true details about yourself and anyone you act for.
• Services are for people the licensed facility can lawfully treat. Rules differ between Dubai, Abu Dhabi and elsewhere, so some services may not be open to you depending on where you are.
• If you are outside the UAE, you are responsible for checking whether you may use the service there. Telehealth from abroad may be limited.

Your account

• Keep your password, one-time codes and device safe. Do not share them. You are responsible for what happens on your account until you tell us it may have been misused.
• Tell us straight away if you think someone else has access: support@medicai.ae or +971 56 991 1993.
• If your employer or insurer enrols you, it gives us some details to set up your account. Your benefit may end when your employment or policy ends, but your account can stay open.
• You can close your account at any time. See how to delete your account and what we must keep by law.
• We may suspend or close an account if there is a breach of these terms, a risk to others or a legal requirement. We will tell you why, unless we are not allowed to or it would create a risk. You can still ask for your records.

Telehealth limits and emergencies

medicAI is not for emergencies. If you have chest pain, trouble breathing, heavy bleeding, signs of stroke, thoughts of harming yourself or any other urgent problem, call 998 for an ambulance or go to the nearest emergency department.

• Video consultations are not suitable for every problem. The doctor cannot examine you in person, and may ask you to go to a clinic or hospital.
• The doctor decides whether telehealth is right for you and may decline or stop a consultation.
• You give your consent to telehealth separately, before care begins. See legal terms and acceptance.
• Video consultations depend on your connection and device, and on outside providers. Technical problems can happen. If a call fails, contact the facility or our support team.
• Give the doctor true and complete information, including your medicines and conditions. Be somewhere private.
• Do not record a consultation without the consent of everyone involved.
• Nour, our AI assistant, gives general information only. It is not a doctor, it can be wrong, and nothing it says is medical advice, a diagnosis or a treatment plan. Always check with a licensed professional before acting on it.

Bookings

• A booking is confirmed when the app or a message says so. A facility can decline or change a booking, for example if a doctor becomes unavailable.
• Be on time and available. For home visits, someone aged 18 or over must be present for a child, and the address must be safe to visit.
• If you miss a booking without cancelling, you may lose reward points where rewards apply, and any refund will follow the refund section.
• Booking does not guarantee a treatment, a prescription or a particular result.

Prices and payment

• Partner facilities set their own prices. You see the price before you confirm. "From" prices are starting prices, and the final price depends on the doctor, test or service you choose.
• Prices are in UAE dirhams unless stated otherwise.
• Card payments go through our payment provider, Stripe. You enter card details on its hosted page. We collect payment on the facility's behalf and pass it on to the facility, keeping any agreed platform fee. This does not make us the provider of the service.
• Your employer or insurer may pay some or all of the cost. You pay any part it does not cover, such as a co-payment or excluded service.
• A facility may need further tests or care that cost more. It should tell you the cost and get your agreement first.

Subscriptions

Wellness plans may be monthly or yearly and renew automatically until cancelled. We show the price and renewal period before you pay. To cancel a plan, email support@medicai.ae before it renews.

Cancellations and refunds

You can cancel a booking in the app before it starts, or contact support. The rules below are in addition to any rights you have under UAE consumer law.

Refunds go back to the original payment method.

Insurance and employer cover

• We do not sell insurance or give insurance advice, and we do not decide claims. Your insurer or claims administrator does that.
• Showing a benefit or plan in the app does not guarantee cover. Your policy or your employer's plan decides what is covered.
• If approval is refused, you may pay for the service yourself or cancel it.
• Your benefit ends according to your employer's or insurer's rules. We are not responsible for their decisions.
• The privacy policy explains what your employer and insurer can see.
• Dependants can use the service if the plan includes them and the plan holder or guardian has authority to act for them.

Prescriptions and pharmacy

• Only a licensed doctor can decide whether you need a prescription, and that doctor is responsible for it. We do not prescribe, and asking for one does not guarantee you will get it.
• Under DHA telehealth rules, narcotic, controlled and semi-controlled medicines cannot be prescribed by telehealth, and cannot be delivered through pharmacy delivery.
• Delivery needs your consent, which you give before your medicines go out. Pharmacies and their delivery partners must each hold a valid licence, and they are responsible for the delivery.
• Orders are prepared and supplied by licensed pharmacies, which are responsible for the medicines they dispense. A pharmacy may call you to confirm an order and may refuse an order if it has a safety or legal concern.
• Medicines are handed to the person who ordered them. If you are not there, another person aged 18 or over may receive them with your approval.
• Read the label and leaflet, and ask your pharmacist or doctor if you are unsure. Prices and availability depend on the pharmacy.

Lab tests and wellness services

• Licensed labs and facilities carry out tests and sample collection and are responsible for the accuracy of the results. medicAI shows results in your app, and does not check or interpret them.
• Follow the preparation instructions, such as fasting. If you do not, your result may be wrong or the test may need repeating.
• A result on its own is not a diagnosis. Talk to a doctor about what it means.
• Licensed staff of the facility give wellness services such as IV therapy, vaccines and nurse care, and the facility is responsible for them. They may decline if the service is not safe for you. Tell them about your conditions and medicines.
• Wellness services are not emergency or hospital care, and individual results vary.

Second medical opinions

A second opinion is the view of the licensed doctor who reviews your case, based on what you provide. It is not a treatment plan unless that doctor or your treating doctor says so. Talk to your treating doctor before changing your care. The doctor who gives the opinion is responsible for it, not medicAI.

Health tourism

• We help with the administration of treatment abroad, and of care in the UAE for people travelling from abroad. We are not a hospital, a medical adviser or a travel agent. Any option we show is for information, and the decision is yours and your doctor's.
• Treatment abroad is given by independent hospitals and professionals in that country. They are solely responsible for the care and its outcome, under the law of that country. A complaint or claim may have to be made there, and UAE regulators may have no authority over them. Check accreditation and ask your own questions before you decide.
• In the UAE, procedures are carried out only by UAE-licensed professionals at licensed facilities, and those facilities are responsible for them.
• A remote consultation before you travel helps the doctor decide whether treatment is suitable. It is not a promise that you will be accepted for treatment. The final decision can change after the doctor examines you in person.
• Visas, flights, hotels, transfers and interpreters may be supplied by third parties under their own terms. Authorities decide visas, and we cannot guarantee a result.
• You are responsible for your travel documents, travel insurance and for checking with your doctor whether you are fit to travel. Travel carries its own risks, and complications can appear after you return home.
• Telehealth follow-up after treatment is limited. It may not be available once you are home, depending on the rules where you are. Arrange local care as well.
• Quotes and cancellation terms for each trip are given to you before you commit.

Rewards and challenges

Points, challenges and rewards have no cash value and cannot be transferred. We may change or end them, and we will honour what the terms of that programme promise. Rewards never replace medical advice. Missing bookings may lose you points.

Acceptable use

You must not:

• Give false information, pretend to be someone else or use another person's benefit or insurance.
• Use medicAI for anything unlawful, or to get medicines by deception.
• Harass, threaten or abuse doctors, staff or other users.
• Copy, scrape or resell our content or data, or use automated tools to do so without our written permission.
• Interfere with the service, get around its security, test it for weaknesses or upload harmful code, other than as allowed in our security policy.
• Upload another person's data without the right to do so.

Intellectual property

We or our licensors own the medicAI name, logo, website, app and content. We give you a personal, limited, non-transferable right to use them for their intended purpose under these terms. You keep your rights in what you upload, and you let us use it to provide the service as described in our privacy policy. Your health information remains yours.

Availability and information on the site

We work to keep medicAI running and accurate, but we cannot promise it will always be available or error free. We may change features or take the service down for maintenance. General health articles and information are for education and are not medical advice. Facilities provide their own profiles, licences, prices and details and are responsible for them. We do not verify every detail, so check anything important with the facility.

Liability

Please read this section carefully. It limits what medicAI is responsible for, as far as the law allows.

Clinical care. Because medicAI does not provide healthcare, medicAI and its directors, employees and affiliates are not liable for anything done or not done by a facility, professional, laboratory, pharmacy or hospital. This covers advice, diagnosis, treatment, prescriptions, test results, medicines, delays and medical outcomes, whether or not you found or paid them through medicAI. Those claims lie against them, and as far as the law allows you agree not to bring a claim about clinical care against medicAI.

The platform. We provide medicAI as it is and as available. As far as the law allows, we exclude all terms and promises not written in these terms, and we are not liable for:

• The platform being unavailable, slow or interrupted, or a call failing.
• Loss caused by wrong or incomplete information you give, or by using medicAI instead of getting emergency care.
• A facility declining, changing or cancelling a booking, or the details it supplies.
• Decisions by your insurer, employer or claims administrator.
• Relying on Nour or on general health information on the site.
• Services run by others that you choose or that we connect to, such as payment, video, messaging, travel and visa suppliers.
• Events outside our reasonable control.
• Loss of profit, business, opportunity or data, or any indirect or consequential loss.

Limit. As far as the law allows, our total liability for any claim is limited to what you paid through medicAI for the booking or service the claim relates to. Our total liability for all claims in any 12-month period is limited to what you paid through medicAI in that period.

What the law does not let us exclude. Nothing in these terms limits or excludes liability for fraud, for deliberate wrongdoing or gross negligence, for death or personal injury caused directly by medicAI's own negligence (as distinct from care given by a facility), or for anything else the law does not allow to be limited. Nothing removes your mandatory rights under UAE consumer law or health law, or your data protection rights. If a court decides that part of this section cannot apply, the rest still applies.

Your own responsibility. As far as the law allows, you are responsible for loss caused to medicAI by your fraud, by your use of another person's identity or benefit, or by a deliberate breach of the acceptable use rules.

If you are a facility or healthcare professional

Your signed agreement with us applies first. This section also applies whenever you use medicAI to offer care, and it fills any gap in that agreement.

• You must hold and keep valid licences from DHA, DoH or the relevant authority, and medical liability or malpractice insurance, and you must tell us straight away if either changes.
• You alone are responsible for the care you and your staff give, including clinical decisions, informed consent, prescriptions, results, medical records, medical outcomes and following the rules of your regulator.
• You are responsible for your profile, qualifications, prices and availability being true and up to date.
• You will cover medicAI against any claim, loss, penalty or reasonable legal cost that arises from the care you or your staff give, or from false or out-of-date licence or profile details, except to the extent medicAI caused it by its own breach.

Governing law, courts and complaints

Complaints first. Please contact us first at support@medicai.ae or +971 56 991 1993, so we can try to resolve the problem. Complaints about clinical care should go to the facility, and can also go to DHA or DoH.

Governing law. These terms are governed by the law of the Dubai International Financial Centre.

Courts. You and we specifically, clearly and expressly agree that the DIFC Courts, including the Small Claims Tribunal for claims within its limits, have jurisdiction over any dispute about these terms or your use of the platform.

Your rights in UAE law. This choice does not take away any mandatory protection you have under UAE law, including Federal Law No. 15 of 2020 on consumer protection and UAE health law. It does not stop you complaining to a consumer protection authority or health regulator, or using a court or process that such law gives you and that cannot be excluded.

General

• If part of these terms is found to be invalid, the rest stays in force.
• If we do not enforce a right straight away, we can still enforce it later.
• You may not transfer your rights under these terms without our agreement. We may transfer ours to a company that takes over the service, if your rights are not reduced.
• Only you and we have rights under these terms, except that medicAI's directors, employees and affiliates may rely on the liability section.
• We may publish these terms in other languages. If a translation differs from the English, the English applies unless UAE law requires otherwise.

Changes to these terms

We may change these terms when our services or the law change. If a change matters to you, we will tell you in the app or by email before it takes effect, and may ask you to accept it again. If you do not agree, you can stop using medicAI and close your account. Changes do not affect bookings already confirmed. See legal terms and acceptance.

Contact us

• Email: support@medicai.ae
• Phone: +971 56 991 1993
• Web: our contact form
• Post: TechSphere Solutions Limited, IH01-001, Innovation One, DIFC, Dubai, United Arab Emirates