Please read these terms carefully before using the DarDoc platform and services. By accessing our platform, you agree to be bound by these terms.
1.1 In these Terms and Conditions ("Terms"), unless the context otherwise requires, the following expressions shall have the meanings ascribed to them below:
1.2 References to "Clauses" and "Schedules" are to clauses of these Terms and schedules appended hereto, respectively, and each Schedule shall form an integral part of these Terms.
1.3 Words importing the singular shall include the plural and vice versa. Words importing a gender shall include all genders. References to "including" or "includes" shall mean "including without limitation."
1.4 In the event of any conflict or inconsistency between the provisions of Part A and any Service Schedule, the provisions of the relevant Service Schedule shall prevail to the extent of such conflict or inconsistency.
To access and use the Platform and the Services, you must: (a) be at least eighteen (18) years of age; (b) possess the legal capacity to enter into a binding agreement under the laws of the United Arab Emirates; and (c) not have been previously suspended, removed, or blacklisted from the Platform by DarDoc.
To access certain features of the Platform, you are required to create an Account by providing accurate, current, and complete information, including your full legal name, mobile telephone number, email address, and Emirates ID or passport details where required by the Platform. You undertake to update your Account information without delay in the event of any change.
You are solely responsible for maintaining the confidentiality of your Account credentials and for all activity that occurs under your Account. You shall notify DarDoc immediately at legal@dardoc.com upon becoming aware of any unauthorised use of your Account or any breach of security. DarDoc shall bear no liability for any loss or damage arising from unauthorised access to your Account where such access resulted from your failure to safeguard your credentials.
DarDoc reserves the right to suspend, restrict, or terminate your Account, without prior notice or liability, in the event that: (a) you provide false, inaccurate, or misleading information; (b) you breach any provision of these Terms; (c) you engage in any Prohibited Conduct as defined in Clause 14; (d) your Account is associated with fraudulent, unlawful, or abusive activity; or (e) DarDoc is required to do so by any applicable law, regulation, or order of a competent authority.
DarDoc offers a range of healthcare and wellness Services through the Platform, delivered by licensed Caregivers or Healthcare Professionals either directly through DarDoc's Dubai Health Authority (DHA)-licensed clinical entities in Dubai — digital clinic (Licence No. 2985077), home healthcare (Licence No. 5167298), and pharmacy (Licence No. 8292813) — or through independently licensed Partner Providers in other emirates.
3.2 The availability of specific Services may vary by emirate, service type, provider, and time of Booking. DarDoc reserves the right to modify, suspend, or discontinue any Service at any time, with reasonable notice where practicable.
3.3 All clinical decisions, medical opinions, diagnoses, and treatment recommendations are made solely by the treating licensed Caregiver or Healthcare Professional. DarDoc's role is limited to facilitating access to Services through the Platform and does not extend to the practice of medicine, the provision of clinical judgment, or the direction of clinical care.
3.4 The specific terms, conditions, and operational rules applicable to each category of Service are set out in the following Schedules, which shall be read in conjunction with these General Terms:
DarDoc may from time to time offer additional services including, but not limited to, peptide programmes, weight management programmes, nutritional supplements, and other wellness services as listed on the Platform. Such services shall be subject to the General Terms set out in Part A and any service-specific terms displayed on the Platform at the time of Booking.
A Booking is confirmed only upon successful capture of the applicable payment through the Platform. Until payment is confirmed, no Service is reserved and no Caregiver or Healthcare Professional, Partner Provider, or appointment slot is guaranteed. DarDoc reserves the right to cancel any unconfirmed Booking without liability.
Prices for Services are displayed on the Platform at the time of Booking and may vary by service type, emirate, provider, and time of booking. DarDoc reserves the right to modify pricing at any time in its sole discretion. Price changes shall not affect Bookings already confirmed and paid for but shall apply to new Bookings and, in the case of Subscriptions, to future renewal cycles following reasonable notice.
Payment may be made using any payment method accepted on the Platform, including credit cards, debit cards, and DarDoc Wallet Credit. You are responsible for ensuring that your payment method is valid, has sufficient funds, and is maintained in good standing at all times. DarDoc shall not be liable for any failed transaction resulting from an expired, declined, or insufficient payment method.
VAT applicability varies by service category and is applied in accordance with the prevailing regulations issued by the UAE Federal Tax Authority. Prices displayed on the Platform may or may not include VAT depending on the service type. Your individual invoice shall contain a complete itemisation of all fees inclusive of applicable taxes. A full itemisation of all fees applicable to your selected Service or plan is available upon request at any time.
Certain Services, add-ons, or follow-up consultations may require additional payment not included in your selected plan or membership tier. Any such additional charges shall be communicated to you through the Platform prior to confirmation. By confirming a Service with additional charges, you authorise DarDoc to charge the applicable amount to your saved payment method.
5.1 All Subscription Care Plans are set to auto-renew by default at the end of each billing cycle. By activating a Subscription, you acknowledge and expressly consent to automatic recurring charges at the commencement of each new cycle using your saved payment method.
5.2 DarDoc shall make reasonable efforts to notify you prior to the processing of each renewal charge via in-app notification, SMS, or email. Notwithstanding the foregoing, it is your sole responsibility to monitor your billing cycle and to cancel auto-renewal prior to the commencement of the next cycle if you do not wish to continue.
5.3 You may cancel auto-renewal at any time through the Platform. Cancellation of auto-renewal shall take effect at the conclusion of the current billing cycle. You shall continue to have access to your Subscription Services until the expiry of the active cycle. No pro-rata refunds shall be issued for the remaining days within the current cycle.
5.4 In the event that a renewal payment is declined or cannot be processed, DarDoc may attempt to charge the saved payment method up to two (2) additional times within a forty-eight (48) hour period. If payment cannot be captured after all attempts, the Subscription shall not be renewed, Services shall cease at the conclusion of the current cycle, and any assigned Caregiver or Healthcare Professional may be reassigned. DarDoc shall bear no liability for any interruption of Service resulting from failed payment.
5.5 DarDoc reserves the right to adjust Subscription pricing upon reasonable notice to you via the Platform, SMS, or email. Any price adjustment shall take effect from the next billing cycle following such notice. Continued use of the Subscription after a price adjustment shall constitute acceptance of the revised pricing.
This Clause sets out the consolidated cancellation, rescheduling, and refund framework applicable across all Services. Where a Service Schedule provides different or additional terms, the Service Schedule shall prevail to the extent of any inconsistency.
Unless otherwise specified in the applicable Service Schedule, cancellations submitted with at least twenty-four (24) hours' notice during Operating Hours shall be eligible for a full DarDoc Wallet Credit. Cancellations submitted with less than twenty-four (24) hours' notice shall be subject to a one hundred percent (100%) charge, and no refund or Wallet Credit of any kind shall be issued.
Rescheduling requests must be submitted at least twenty-four (24) hours before the scheduled Service commencement time during Operating Hours. All rescheduling is subject to availability of the Caregiver or Healthcare Professional. DarDoc does not guarantee that rescheduling requests can be accommodated and shall bear no liability for any inability to reschedule.
All approved refunds shall follow the hierarchy set out below:
(a) Wallet Credit (default remedy): The primary and default remedy for all cancellations, service disruptions, and approved refund requests is a DarDoc Wallet Credit. Wallet Credits are non-refundable in cash, do not expire, are non-transferable, and may be applied toward any Service on the Platform.
(b) Cash Refund (upon express request): Cash refunds are available only upon specific written request by the Client and are subject to a deduction of twenty-five percent (25%) from the refundable amount, representing DarDoc's administrative and operational costs. Cash refunds shall not be available in respect of Wallet Credits that have already been issued.
(c) No Refund: No refund or Wallet Credit of any kind shall be issued where: (i) the Client cancels with less than twenty-four (24) hours' notice; (ii) the Client terminates a Service early for non-quality reasons after the Service has commenced; (iii) the Client's Account is terminated for breach of these Terms or Prohibited Conduct; or (iv) the circumstances otherwise fall outside DarDoc's refund eligibility criteria as set out in these Terms.
A maximum of one (1) Emergency exception may be granted per Booking. Emergency exceptions are subject to approval by DarDoc's CX Care Manager in their sole discretion and, if approved, shall be limited to a DarDoc Wallet Credit. DarDoc reserves the right to request reasonable supporting evidence, including hospital admission documentation, medical certificates, or official government notices. Failure to provide requested evidence may result in denial of the exception.
Where DarDoc determines, following an internal review, that a Service was materially compromised due to the conduct of a Caregiver or Healthcare Professional, Partner Provider, or DarDoc, DarDoc may, at its sole discretion: (a) issue a pro-rata Wallet Credit; (b) offer a replacement Caregiver or Healthcare Professional; or (c) in exceptional circumstances, provide a full Wallet Credit for the affected Service day.
Wallet Credits shall be applied within two (2) business days of approval. Cash refunds, where applicable, shall be processed within fourteen (14) business days of approval and returned to the original payment method. DarDoc shall not be liable for delays caused by third-party payment processors or financial institutions.
7.1 The DarDoc Wallet is a digital credit balance associated with your Account. Wallet Credits may be issued by DarDoc as a remedy for cancellations, service disruptions, Emergency exceptions, or such other circumstances as are described in these Terms.
7.2 Wallet Credits may be applied as full or partial payment toward any Service available on the Platform.
7.3 Wallet Credits do not expire and shall remain in your Account until used, unless your Account is terminated in accordance with these Terms.
7.4 Wallet Credits are personal to your Account and shall not be transferred, assigned, sold, or gifted to any other person or account. Any purported transfer shall be void and of no effect.
7.5 Wallet Credits are not redeemable for cash under any circumstances. Once a refund has been issued as a Wallet Credit, it shall not subsequently be converted to a cash refund.
7.6 The DarDoc Wallet does not accept direct deposits, top-ups, or transfers of funds from external payment methods. Wallet Credits are issued solely at DarDoc's discretion in accordance with these Terms.
7.7 In the event that your Account is terminated by DarDoc for breach of these Terms or Prohibited Conduct, any remaining Wallet Credit balance may be forfeited at DarDoc's sole discretion. In the event that you voluntarily close your Account while in good standing, DarDoc shall make reasonable efforts to apply any remaining balance toward outstanding or future Services prior to closure.
8.1 DarDoc does not bill insurance providers directly and does not act as an intermediary between the Client and any insurer for the purposes of claims processing, pre-authorisation, or reimbursement. All Services are payable in full by the Client at the time of Booking.
8.2 Certain Services may qualify for full or partial reimbursement through your private health insurance plan. However, any such reimbursement is subject entirely to your insurer's terms, conditions, coverage limits, and claims procedures, and is wholly outside DarDoc's control. DarDoc makes no representation or warranty that any Service shall be covered or reimbursable by any insurance provider.
8.3 You may request a detailed invoice from DarDoc at any time through the Platform or by contacting the CX Care Team. Such invoice shall include an itemised breakdown of the Services rendered, applicable fees, and VAT where relevant.
8.4 It is your sole responsibility to: (a) confirm your insurance coverage and eligibility with your insurer prior to booking; (b) understand the applicable reimbursement procedures and documentation requirements; (c) submit all necessary claims documentation to your insurer; and (d) bear the full cost of any Service that is not reimbursed or is only partially reimbursed. DarDoc shall bear no liability whatsoever for any claim denial, delayed reimbursement, or dispute between you and your insurer.
9.1 DarDoc provides Services to individuals of all ages, including minors (any individual under the age of eighteen). Only a parent or legal guardian may create an Account, make Bookings, and manage Services on behalf of a minor.
9.2 By booking a Service for a minor, the parent or legal guardian: (a) represents and warrants that they possess legal authority to consent to the Service and to the collection and processing of the minor's personal and health data; (b) assumes full responsibility for the accuracy and completeness of all information provided regarding the minor's health; (c) accepts these Terms on the minor's behalf; and (d) assumes full liability for all charges and financial obligations arising from the Booking.
9.3 For all in-person Services delivered to a minor, a parent, legal guardian, or authorised adult representative must be physically present at the service location for the entire duration of the Service. If no authorised adult is present upon arrival of the Caregiver or Healthcare Professional, DarDoc reserves the right to cancel the Service, and the full service fee shall be chargeable without refund or Wallet Credit.
9.4 All clinical treatments and consultations provided to a minor require the informed consent of the parent or legal guardian. The treating Caregiver or Healthcare Professional may decline to proceed if appropriate consent cannot be obtained or verified.
9.5 A parent or legal guardian must be present during any Digital Clinic consultation conducted on behalf of a minor.
10.1 DarDoc operates a healthcare technology platform that facilitates access to Services. DarDoc is not a hospital, clinic, medical practice, or licensed healthcare provider in its own right. Care is delivered by independently licensed professionals.
10.2 Health content, articles, general guidance, service descriptions, and wellness information available on the Platform are provided for informational and educational purposes only and shall not constitute medical advice, a diagnosis, a treatment recommendation, or a professional opinion. You shall not rely on any information on the Platform as a substitute for professional medical judgment.
10.3 All clinical decisions are made solely by the treating licensed Caregiver or Healthcare Professional. DarDoc does not direct, supervise, or interfere with clinical judgment. DarDoc shall bear no liability for any clinical decision, medical outcome, or treatment recommendation made by a treating professional.
10.4 DarDoc does not guarantee any specific health outcome, treatment result, or recovery timeline in connection with any Service.
10.5 You are responsible for: (a) providing accurate and complete health information; (b) following clinical recommendations; (c) seeking timely follow-up care; and (d) making your own informed health decisions. DarDoc shall bear no liability for adverse outcomes arising from incomplete, inaccurate, or withheld information, or from failure to follow clinical recommendations.
10.6 The Platform is not a substitute for emergency medical care. If you are experiencing a medical emergency, you must call 998 (UAE Emergency Services) or proceed to the nearest emergency department immediately. Do not use the Platform for emergency medical assistance.
10.7 For anything specific to your health, symptoms, or medical history, DarDoc recommends speaking directly with one of DarDoc's clinical teams or your own primary healthcare provider.
11.1 Certain Services, particularly in emirates outside Dubai, are delivered by Partner Providers who are not employees, agents, or subsidiaries of DarDoc.
11.2 Each Partner Provider is independently and solely responsible for: (a) maintaining all requisite licenses, permits, and regulatory approvals; (b) the clinical quality, safety, and standard of care provided; (c) compliance with all applicable DHA, DOH, MOHAP, or other regulatory requirements; and (d) the conduct and performance of their staff.
11.3 DarDoc's role with respect to Partner Provider Services is limited to: (a) providing the technology platform; (b) facilitating payment processing; and (c) providing customer support. DarDoc does not guarantee, endorse, or assume liability for the quality, safety, timeliness, or outcome of any Service delivered by a Partner Provider.
11.4 DarDoc undertakes reasonable due diligence in onboarding Partner Providers, including verification of professional licenses. However, DarDoc does not independently audit, inspect, or continuously monitor Partner Provider operations, and the inclusion of any Partner Provider on the Platform shall not constitute a warranty, certification, or endorsement.
11.5 To the fullest extent permitted by law, DarDoc shall bear no liability for any loss, damage, injury, or claim arising from or in connection with Services delivered by a Partner Provider. Claims relating to Partner Provider services should be directed to the Partner Provider and the relevant regulatory authority.
12.1 The Platform, including its software, source code, algorithms, user interface, design, graphics, logos, trademarks, trade names, service marks, domain names, and all content created or curated by DarDoc (collectively, "DarDoc IP"), is the exclusive property of DARDOC HEALTH TECHNOLOGIES LIMITED or its licensors. All rights not expressly granted herein are reserved.
12.2 Subject to compliance with these Terms, DarDoc grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for your personal, non-commercial use in connection with booking and receiving Services.
12.3 "DarDoc," the DarDoc logo, and all related names, marks, and visual identities are trademarks or registered trademarks of DARDOC HEALTH TECHNOLOGIES LIMITED. No licence or right is granted to you in respect of any such trademark.
12.4 By submitting any content through the Platform ("User Content"), you grant DarDoc a worldwide, non-exclusive, royalty-free, perpetual, irrevocable licence to use, reproduce, modify, adapt, publish, and display such User Content for the purposes of operating, improving, and promoting the Platform and Services.
12.5 Any suggestions, ideas, or feedback you provide regarding the Platform ("Feedback") shall become the exclusive property of DarDoc, which may use, implement, and commercialise such Feedback without obligation or compensation.
13.1 DarDoc collects, stores, processes, and uses personal data in accordance with its Privacy Policy, which forms an integral part of these Terms.
13.2 DarDoc's handling of personal data is carried out in compliance with: (a) the ADGM Data Protection Regulations 2021; (b) Federal Decree-Law No. 45 of 2021 (UAE PDPL); (c) the UAE ICT Law; and (d) regulations issued by the TDRA.
13.3 Health-related personal data is classified as sensitive personal data and is handled in accordance with Federal Law No. 2 of 2019 concerning the Use of ICT in Health Fields, applicable DHA and DOH health data regulations, and DarDoc's Privacy Policy.
13.4 By booking a Service, you consent to DarDoc sharing relevant personal and health data with the assigned Caregiver or Healthcare Professional, Partner Provider, or laboratory partner to the extent necessary for delivery of the Service.
13.5 By providing your contact details, you agree to receive communications from DarDoc including appointment confirmations, service updates, health reminders, and promotional messages. Communications may be delivered via SMS, push notification, email, WhatsApp, or in-app messaging. Message and data rates may apply. Message frequency varies based on account activity.
13.6 You may opt out of marketing communications at any time by: (a) replying STOP to any SMS; (b) adjusting notification preferences within the Platform; or (c) contacting DarDoc's support team. Opting out shall not affect transactional communications necessary for Service delivery.
13.7 DarDoc retains personal and health data for the period necessary to fulfil the purposes described herein and to comply with applicable legal, regulatory, and record-keeping obligations.
13.8 Subject to applicable law, you may: (a) access your personal data; (b) request correction of inaccurate data; (c) request deletion, subject to retention obligations; (d) object to or restrict certain processing; and (e) request data portability. Contact: legal@dardoc.com.
14.1 You shall use the Platform and Services lawfully, in good faith, and in accordance with these Terms.
You shall not, whether directly or through a third party: (a) attempt to hire, recruit, or engage any Caregiver or Healthcare Professional outside of the Platform; (b) offer off-platform compensation, gifts, or incentives; (c) arrange private services or informal working arrangements; or (d) solicit personal contact details for the purpose of circumventing the Platform.
If DarDoc reasonably determines that you have engaged in or attempted any conduct described in Clause 14.2, DarDoc reserves the right to: (a) immediately cancel any active Booking or Subscription without refund or Wallet Credit; (b) forfeit any remaining Wallet Credit balance; and (c) permanently suspend or blacklist your Account.
14.4 You shall not directly coordinate scheduling changes, shift alterations, or service modifications with any Caregiver or Healthcare Professional. All scheduling communications must be made through the CX Care Team or the Platform.
You shall not: (a) provide false or fraudulent information; (b) impersonate another individual; (c) interfere with or attempt to gain unauthorised access to the Platform; (d) transmit harmful or unlawful content; (e) use the Platform for unauthorised commercial purposes; or (f) reverse engineer, decompile, or extract source code.
Repeated or systematic misuse of cancellation, rescheduling, Emergency exception, or refund policies constitutes Prohibited Conduct and may result in Booking reclassification, denial of future exceptions, or Account suspension.
15.1 To the fullest extent permitted by applicable law, the total aggregate liability of DarDoc, its directors, officers, employees, agents, and affiliates, arising out of or in connection with these Terms, the Platform, or any Service, whether in contract, tort (including negligence), strict liability, or otherwise, shall not exceed the total fees actually paid by you to DarDoc during the twelve (12) months immediately preceding the event giving rise to the claim.
15.2 To the fullest extent permitted by applicable law, DarDoc shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including loss of revenue, profits, business, anticipated savings, data, goodwill, or reputation, even if advised of the possibility of such damages.
15.3 DarDoc does not accept liability for clinical decisions, diagnoses, treatment plans, prescriptions, or medical outcomes attributable to the independent professional judgment of a treating Caregiver or Healthcare Professional. Clinical liability rests with the treating professional in accordance with Federal Law No. 4 of 2016 concerning Medical Liability.
15.4 DarDoc shall not be liable for any failure or delay in performing its obligations where such failure or delay results from force majeure, including acts of God, natural disasters, pandemics, government orders, war, civil unrest, terrorism, sanctions, strikes, power failures, telecommunications outages, or cyberattacks.
15.5 Nothing in these Terms shall exclude or limit DarDoc's liability for: (a) death or personal injury caused by DarDoc's gross negligence or wilful misconduct; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited under applicable law.
15.6 You acknowledge that the limitations set out in this Clause reflect a reasonable allocation of risk and form an essential basis of the bargain between the parties.
16.1 These Terms shall be governed by and construed in accordance with the laws of Abu Dhabi Global Market (ADGM), to the extent applicable, and the federal laws of the United Arab Emirates.
16.2 Prior to initiating any formal proceedings, you agree to first contact DarDoc's CX Care Team to attempt informal resolution. DarDoc shall make reasonable efforts to address your concern within fourteen (14) business days.
16.3 If a dispute cannot be resolved informally within thirty (30) days, either party may refer the matter to mediation administered by the ADGM Arbitration Centre, conducted in English in Abu Dhabi, with costs shared equally.
16.4 If mediation does not result in resolution within thirty (30) days of commencement, either party may refer the dispute to binding arbitration under the ADGM Arbitration Centre rules, conducted in English in Abu Dhabi before a single arbitrator. The arbitrator's decision shall be final and binding and enforceable in any court of competent jurisdiction.
16.5 Nothing in this Clause shall prevent either party from seeking urgent injunctive or interim relief from the ADGM Courts or any other court of competent jurisdiction.
16.6 To the fullest extent permitted by law, you agree that all disputes shall be conducted on an individual basis and not as part of any class, consolidated, or representative action.
16.7 Any claim must be brought within one (1) year from the date the cause of action first arose.
DarDoc reserves the right to amend these Terms at any time. Material changes shall be notified at least fourteen (14) days prior to taking effect. Continued use of the Platform following the effective date constitutes acceptance.
If any provision is found invalid or unenforceable, it shall be severed or modified to the minimum extent necessary, and the remaining provisions shall continue in full force.
These Terms, together with the Privacy Policy and applicable Service Schedules, constitute the entire agreement between the parties and supersede all prior agreements.
No failure or delay by DarDoc in exercising any right shall constitute a waiver. Any waiver must be in writing.
You may not assign your rights without DarDoc's written consent. DarDoc may assign its rights to any affiliate or successor without your consent.
These Terms confer no rights on any person who is not a party hereto.
These Terms are drafted in English. In the event of translation, the English version shall prevail.
All notices to DarDoc shall be sent to legal@dardoc.com. Notices to you shall be sent via your Account contact details. Notices are deemed received immediately if by in-app or push notification, upon sending if by email or SMS, and three (3) business days after posting if by registered mail.
Clauses 7, 10, 11, 12, 13, 14, 15, 16, and 17 shall survive termination or expiry of these Terms.
DARDOC HEALTH TECHNOLOGIES LIMITED
A Subscription Care Plan is a recurring home nursing arrangement billed every four (4) weeks (28 calendar days). The minimum commitment is five (5) days per week. Available daily hours are nine (9), ten (10), twelve (12), or twenty-four (24). Subscription pricing is approximately ten percent (10%) lower than equivalent Non-Subscription rates.
The first billing cycle payment must be captured in full prior to activation. Payment is automatically charged using your saved payment method at the commencement of each subsequent cycle. It is your responsibility to ensure a valid payment method is associated with your Account at all times.
Subscriptions auto-renew by default, subject to the terms set out in Clause 5. If a renewal payment is declined after all retry attempts, the Subscription shall not renew and the assigned Caregiver or Healthcare Professional may be reassigned.
The same Caregiver or Healthcare Professional is guaranteed for the duration of the Subscription and any renewals. A replacement may be assigned in the following circumstances: (a) weekly day-off compliance; (b) sick leave or annual leave; (c) resignation; (d) force majeure; or (e) Client dissatisfaction (unlimited replacement requests permitted).
Service days cannot be rescheduled. Service start and end times may be adjusted with at least twenty-four (24) hours' notice, subject to availability. Subscription Care Plans cannot be frozen, paused, or placed on hold.
The standard arrival window is plus or minus twenty (20) minutes from the scheduled start time. Delays within this window are within normal operating tolerance and shall not constitute grounds for refund, Wallet Credit, or cancellation. Where a delay exceeding twenty (20) minutes is attributable to DarDoc, the CX Care Team shall notify you and service time shall be compensated at the end of the shift where practicable.
No refunds are provided for mid-cycle cancellations. Services shall remain available until the expiry of the active billing cycle. Cancellation during the first billing cycle shall attract a cancellation fee of ten percent (10%) of the total first cycle value. Refunds shall be granted only where DarDoc determines, following internal review, that the Service was materially compromised by DarDoc or the assigned Caregiver or Healthcare Professional.
You may request an upgrade during an active billing cycle, subject to availability. The price difference for remaining days shall be charged immediately, and the upgraded rate shall apply to all subsequent cycles. Downgrades are not permitted during an active billing cycle; any downgrade shall take effect from the next cycle only and must be submitted prior to renewal.
Subscription Services are valid only in the city and emirate where the Booking was originally made. Same-city location changes require twenty-four (24) hours' notice and are subject to route feasibility. Cross-emirate changes require cancellation of the existing Subscription (with Wallet Credit for unused days) and creation of a new Booking. Cash refunds for cross-emirate changes are subject to a twenty-five percent (25%) deduction.
Up to two (2) replacement requests may be accommodated without further justification. Replacements due to Client dissatisfaction are unlimited. Beyond two (2) replacements, DarDoc reserves the right, following managerial review, to: (a) continue with a new assignment; (b) cancel the remaining Care Plan with Wallet Credit for unused days; or (c) recommend an alternative arrangement. Cash refunds in lieu of Wallet Credit are subject to a twenty-five percent (25%) deduction. DarDoc shall make reasonable efforts to assign a replacement with comparable qualifications but does not guarantee identical qualifications or compatibility.
A maximum of one (1) Emergency exception may be granted per Subscription Booking, subject to the terms of Clause 6.5. Events not constituting an Emergency are set out in the definition of Emergency in Clause 1.1.
If you cancel or reschedule three (3) or more times within a thirty (30) day period, the Booking shall be reclassified as Non-Flexible. A Non-Flexible Booking is not eligible for further rescheduling and no Wallet Credit shall be issued for subsequent cancellations. Exceptions require managerial approval.
The prohibitions set out in Clause 14 apply in full. In particular, you shall not coordinate schedule changes directly with the Caregiver or Healthcare Professional, offer off-platform payments, or attempt to hire any Caregiver or Healthcare Professional. Violation shall result in immediate termination without refund or Wallet Credit.
Non-Subscription bookings are one-time or fixed-duration Care Plans with a maximum duration of thirty (30) calendar days. Available daily hours are four (4), eight (8), nine (9), ten (10), eleven (11), twelve (12), or twenty-four (24). Four-hour bookings are available for single-day engagements only. A maximum of two (2) off-days per week is permitted, with no gaps exceeding two (2) consecutive days.
Full payment must be captured prior to Booking confirmation. For bookings of one hundred and sixty (160) hours or more, up to three (3) Caregiver or Healthcare Professional profiles may be shared for selection. Selection must be completed within ninety (90) minutes. Availability is not guaranteed beyond this window.
Rescheduling requests must be submitted at least twenty-four (24) hours before the scheduled service start time. All rescheduling is subject to Caregiver or Healthcare Professional availability. Requests creating idle gaps or fragmented shifts are not guaranteed.
The standard arrival window is plus or minus twenty (20) minutes. Delays within this window are within normal operating tolerance and do not constitute grounds for refund, Wallet Credit, or cancellation. Delays exceeding twenty (20) minutes attributable to DarDoc shall be notified and compensated at the end of the shift where practicable.
If the Caregiver or Healthcare Professional arrives on time and the Service commences as scheduled, and you subsequently elect to terminate the Service early for non-quality reasons, the full service day shall be chargeable regardless of hours consumed. No refund, Wallet Credit, or compensation shall be issued.
If the Service ends early due to misconduct, unauthorised departure, or quality issues attributable to the Caregiver, Healthcare Professional, or DarDoc, the incident shall be logged and, following internal review, a pro-rata Wallet Credit and/or replacement may be offered.
Cancellations with at least twenty-four (24) hours' notice are eligible for a full Wallet Credit. Cash refunds are subject to a twenty-five percent (25%) deduction. Cancellations with less than twenty-four (24) hours' notice shall result in the next scheduled service day being counted as served, with no Wallet Credit or refund. Partial cancellations exceeding twenty-five percent (25%) of total Booking duration may result in Caregiver or Healthcare Professional replacement.
Upgrades are permitted at the same hourly rate, subject to availability and working hour limits. Downgrades require a minimum of eight (8) hours per day, and the hourly rate shall be recalculated retroactively.
Mid-day changes are not permitted. Same-city changes require twenty-four (24) hours' notice and are subject to feasibility. Cross-city or cross-emirate changes require cancellation (with Wallet Credit for unused days) and a new Booking. Cash refunds for cross-emirate changes are subject to a twenty-five percent (25%) deduction.
Up to two (2) replacements without further justification. Beyond two (2), DarDoc may cancel the remaining Care Plan with Wallet Credit for unused days or recommend an alternative arrangement. Cash refunds are subject to a twenty-five percent (25%) deduction. DarDoc shall make reasonable efforts to assign a comparable replacement.
A maximum of one (1) Emergency exception per Booking, subject to Clause 6.5.
Three (3) or more cancellations or reschedules within thirty (30) days shall result in Non-Flexible reclassification. No further rescheduling or Wallet Credits for cancellations. Exceptions require managerial approval.
Clause 14 applies in full. Immediate cancellation without refund or Wallet Credit for any violation.
A valid Emirates ID or Passport is mandatory for all blood test and laboratory service Bookings. Valid identification must be presented at the time of sample collection. Failure to present valid identification shall result in immediate cancellation without refund or Wallet Credit.
Samples are collected at your specified location by a licensed phlebotomist. You are responsible for following pre-test preparation instructions provided on the Platform, including fasting, hydration, and medication disclosures. DarDoc shall bear no liability for inaccurate results arising from non-compliance with preparation requirements.
Samples are processed by DarDoc's accredited laboratory partners. Estimated turnaround times displayed on the Platform are indicative only and are not guaranteed.
Results are made available through the Platform for informational purposes only and do not constitute a diagnosis or treatment recommendation. You are advised to consult a qualified healthcare professional for interpretation.
Where a sample is compromised, lost, or rendered unusable due to an error attributable to DarDoc or its laboratory partners, DarDoc shall arrange re-collection and re-processing at no additional charge.
Cancellations with at least twenty-four (24) hours' notice during Operating Hours are eligible for a full Wallet Credit. Same-day cancellations are subject to a one hundred percent (100%) charge with no refund or Wallet Credit. Cash refunds are subject to a twenty-five percent (25%) deduction.
IV therapy Services include intravenous vitamin, mineral, hydration, and wellness infusions administered by a licensed healthcare professional at your specified location. Available treatments are listed on the Platform and may be updated to reflect current clinical guidance.
All IV therapy Services are subject to clinical screening prior to administration. The administering healthcare professional may refuse to proceed where, in their clinical judgment, the treatment is contraindicated or poses a risk. Contraindications and precautions specific to each treatment are published on the Platform at the time of booking and form part of your informed consent. It is your responsibility to review applicable contraindications prior to confirming a Booking.
IV therapy Services are generally not suitable for pregnant or breastfeeding women unless expressly cleared by the treating physician. You must disclose your full medical history, current medications, allergies, and any relevant health conditions prior to administration.
You are advised to stay well hydrated and have a light meal before your session. Specific instructions are provided on the Platform. DarDoc shall bear no liability for adverse effects arising from non-compliance.
Mild and temporary side effects may occur, including slight bruising, temporary inflammation, minor bleeding, or clotting at the puncture site. These are considered normal and typically resolve without intervention. By proceeding with an IV therapy Booking, you acknowledge and accept these risks. If you experience unusual or persistent symptoms, seek medical attention immediately.
All decisions regarding suitability, composition, and administration are made solely by the treating licensed healthcare professional. DarDoc facilitates access and does not make clinical decisions.
Cancellations with at least twenty-four (24) hours' notice during Operating Hours are eligible for a full Wallet Credit. Same-day cancellations are subject to a one hundred percent (100%) charge. Cash refunds are subject to a twenty-five percent (25%) deduction.
The Digital Clinic enables remote consultations with DarDoc's licensed physicians via video call, audio call, or in-app messaging for non-emergency medical advice, general guidance, follow-up care, prescription issuance, and referrals.
Telehealth is not a substitute for in-person examination. The consulting physician may decline to provide a remote diagnosis or prescription where, in their sole clinical discretion, a physical examination or diagnostic test is required.
You are responsible for a stable internet connection, a device with functioning camera and microphone, and a private environment. DarDoc shall bear no liability for consultations disrupted by technical failures on your end.
By initiating a consultation, you consent to receiving medical advice and, where applicable, prescriptions through remote means. You agree to provide truthful and complete information. DarDoc shall bear no liability for consequences arising from false or incomplete information.
Prescriptions may be issued electronically, subject to applicable DHA, DOH, and MOHAP regulations. DarDoc reserves the right to decline to fulfil any prescription that does not meet regulatory requirements or raises clinical safety concerns.
Consultations may be recorded or documented for medical records, quality assurance, and regulatory compliance in accordance with Federal Law No. 2 of 2019 and DarDoc's Privacy Policy.
The Digital Clinic is not an emergency service. Call 998 or proceed to the nearest emergency department for any medical emergency.
Cancellations with at least twenty-four (24) hours' notice during Operating Hours are eligible for a full Wallet Credit. Same-day cancellations or no-shows are subject to a one hundred percent (100%) charge. Cash refunds are subject to a twenty-five percent (25%) deduction.
DarDoc's licensed pharmacy (DHA Licence No. 8292813) provides medication dispensing and delivery through the Platform, including prescription medications, over-the-counter medications, wellness supplements, and related health products. Pharmacy services outside Dubai are facilitated through Partner Provider pharmacies.
Prescription medications shall be dispensed only upon receipt of a valid prescription issued by a licensed UAE physician. All prescriptions are verified by a licensed pharmacist prior to dispensing. DarDoc reserves the right to decline to dispense any prescription that: (a) does not comply with applicable regulations; (b) is expired, illegible, or incomplete; (c) raises clinical safety concerns; or (d) relates to a controlled or restricted substance unavailable through the Platform.
Certain medications classified as controlled or restricted under UAE Federal Law may not be available through the Platform. DarDoc shall bear no liability for any inability to fulfil such orders.
You are responsible for disclosing your full medication history, known allergies, medical conditions, and all clinically relevant information. DarDoc shall bear no liability for adverse reactions arising from incomplete or inaccurate information.
Delivery timeframes are estimates only. Certain medications may require cold chain handling, signature, or identification verification. If delivery cannot be completed due to your unavailability, incorrect address, or failure to provide identification, a redelivery fee may apply or the order may be cancelled.
Dispensed and delivered medications cannot be returned or exchanged, in accordance with UAE pharmaceutical regulations. Refunds are available only where: (a) the wrong medication was dispensed; (b) the medication was damaged or defective; or (c) the order was not delivered within a safe timeframe. Replacement or Wallet Credit shall be provided following internal review.
Product descriptions and health claims on the Platform are for informational purposes only. Consult a healthcare professional before commencing any new supplement or medication regimen.
The dispensing pharmacist retains the right to exercise independent professional judgment and may refuse to dispense any medication where, in their clinical opinion, doing so would pose a risk to your health or safety.
DARDOC HEALTH TECHNOLOGIES LIMITED. All rights reserved.