Terms & Conditions

These User Terms & Conditions (“Terms”) govern your access to and use of the Platform Services provided by Digital Elpis FZ-LLC, a company incorporated in Ras Al Khaimah under license no. 47027311, with registered address at FDCW1407 Compass Building, Al Shohada Road, AL Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates (the “Platform”, “we”, “us”, or “our”).

“Platform Services” means our website(s), mobile application(s), chat/messaging, audio/video tools, scheduling tools, support services, payment facilitation interface, and related features (including any future features) that we make available.

IMPORTANT SAFETY & LIABILITY DISCLAIMERS (READ CAREFULLY)

• The Platform Services are not intended for emergencies, crisis intervention, or urgent medical situations. If you believe you are at immediate risk, at risk of self-harm, or at risk of harming others, call emergency services immediately or go to the nearest emergency department. UAE emergency numbers commonly include 999 (police) and 998 (ambulance) in many emirates (confirm the correct number for your location).
• The Platform provides technology and administrative tools to help Users discover, schedule, and communicate with independent Healthcare Professionals. The Platform does not provide medical or psychological services, does not diagnose, does not prescribe, does not determine clinical appropriateness, and does not supervise or control clinical services.
• Any psychologist/therapist/mental health professional or other provider available through the Platform (each, a “Healthcare Professional”) is an independent provider solely responsible for their services, clinical judgment, licensing compliance, recordkeeping, and professional obligations.
• We do not guarantee outcomes, results, availability of any particular Healthcare Professional, or suitability of any Healthcare Professional for your circumstances.
• You acknowledge and accept that mental health services and telehealth/remote communications carry inherent risks and limitations, and you voluntarily choose to use the Platform Services subject to these Terms.

Definitions

• “Applicable Law” means all laws and regulations applicable in the United Arab Emirates to the Platform Services and related data processing, including (as applicable):
• UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (“UAE PDPL”) and implementing regulations;
• UAE Federal Law No. 2 of 2019 concerning the Use of Information and Communication Technology in Health Fields (“Health ICT Law”) and implementing regulations;
• applicable telecommunications, cybercrime, consumer protection, e-commerce, and advertising/marketing rules; and
• applicable health authority requirements (MOHAP and, where applicable, emirate-level authorities), to the extent relevant.
• “Personal Data” has the meaning given under UAE PDPL.
• “Health Data” means Personal Data relating to your physical or mental health, services received, appointment/session details, communications regarding care, assessments, treatment notes, and other health-related information.
• “Booking Policies” means the cancellation, rescheduling, late arrival, no-show, and refund rules shown to you at or before booking and/or within the Platform Services.
• “User Content” means content you submit, upload, transmit, or otherwise provide through the Platform Services (including messages, text, images, files, audio/video where enabled, and metadata).

ELIGIBILITY, CAPACITY, AND USER ACCOUNTS

• Minimum age; capacity. You must be at least [18] years old and have legal capacity to use the Platform Services, unless the Platform expressly offers a compliant parent/guardian pathway for minors and you complete that process.
• Where the Platform enables services to minors:
  • a parent/legal guardian must create and manage the account (or provide legally valid consent as the Platform requires);
  • the Platform may require identity/relationship verification and written consents;
  • the Healthcare Professional may refuse, stop, or refer the minor based on clinical appropriateness, licensing restrictions, or Applicable Law.
• You will provide true, accurate, complete, and current information and keep it updated (including contact details, age/capacity information, and location when requested). You must not impersonate another person or misrepresent your identity.
• You are responsible for maintaining the confidentiality of your login credentials and controlling access to your device. You are responsible for all activity under your account.
• If you suspect unauthorized access to your account, notify us promptly at admin@delightminds.com and take steps to secure your account.
• We may request verification (including identity, age, location, and payment verification) to reduce fraud, comply with Applicable Law, or protect safety. You agree to cooperate.
• You agree that in any situation you shall not create multiple accounts to bypass restrictions or enforcement actions.

PLATFORM SERVICES AND ROLE

• Platform Services may include:
  • Healthcare Professional discovery and profiles;
  • booking, scheduling, and reminders;
  • messaging/chat and audio/video session tools;
  • payment facilitation, receipts, and transaction history;
  • support, complaint intake, and administrative assistance.
• Unless we explicitly state in writing that we are licensed as a healthcare facility, the Platform is not a clinic/hospital and does not provide healthcare services. Any provider-patient relationship (if formed) is between you and the Healthcare Professional, not you and the Platform.
• We do not guarantee uninterrupted access, any minimum number of available providers, or that a provider will accept your booking.
• We may change, suspend, discontinue, or limit the Platform Services or any feature at any time, including for maintenance, safety, compliance, or risk reasons.

HEALTHCARE PROFESSIONAL SERVICES; USER ACKNOWLEDGMENTS

• The Healthcare Professional is solely responsible for:
  • clinical screening, assessment, advice, care planning, and outcomes, including (as applicable) clinical risk assessment, determining appropriate frequency and modality of sessions, documenting clinical rationale, and determining when a User requires in-person assessment, higher level of care, or discontinuation of remote services;
  • determining telehealth suitability for you and your situation at each interaction, including assessing whether your presenting concerns, symptoms, environment, and technology setup are appropriate for remote care and whether the Healthcare Professional is permitted to provide services based on your location and the Healthcare Professional's licensing/scope of practice;
  • informed consent and legally required disclosures, including (where required) telehealth-specific informed consent, limitations/risks of remote services, privacy/confidentiality limitations, emergency escalation procedures, and any disclosures required under Applicable Law and professional standards;
  • safeguarding, crisis handling, and referrals, including identification and management of high-risk situations, escalation to emergency services or competent authorities where required or permitted, and making clinically appropriate referrals or recommendations for in-person care;
  • clinical recordkeeping and retention, including creation, maintenance, security, and retention of clinical records/notes in accordance with Applicable Law, regulator requirements, and professional standards, and handling lawful requests related to continuity of care (subject to confidentiality obligations).
• For clarity, the Healthcare Professional (not the Platform) is responsible for complying with all clinical, licensing, regulatory, ethical, and professional obligations applicable to the Healthcare Professional and the services provided to you.
• A Healthcare Professional may decline to provide services, stop a session, or refer you to in-person care or emergency services if clinically appropriate, if required by Applicable Law, or if you breach these Terms or the provider's reasonable session rules, including where:
  • the Healthcare Professional determines telehealth is not appropriate for your needs;
  • your condition appears to require urgent or emergency intervention;
  • your location, identity, age, or consent status cannot be confirmed where required;
  • the Healthcare Professional is not permitted to provide services to you based on licensing/scope or jurisdictional requirements;
  • you are abusive, threatening, or harassing; or
  • continued engagement would breach Applicable Law or professional standards.
• You agree to provide truthful and complete information to Healthcare Professionals and follow reasonable safety instructions, including emergency escalation guidance. This includes providing accurate information about your symptoms, relevant history, medications (if applicable), and risk factors, and promptly informing the Healthcare Professional if your situation worsens. If requested for safety/licensing reasons, you also agree to provide accurate information regarding your current location during a session and an emergency contact (where clinically appropriate and permitted by Applicable Law).
• You acknowledge the Platform does not and cannot validate the clinical accuracy, completeness, or appropriateness of any advice, diagnosis, assessment, documentation, or outcome and does not supervise, direct, or control the Healthcare Professional's clinical judgment or the quality of clinical services. Any clinical information, recommendations, or services are provided solely by the Healthcare Professional, and (to the maximum extent permitted by Applicable Law) the Platform is not responsible or liable for the Healthcare Professional's acts or omissions, clinical outcomes, or any User reliance on the Healthcare Professional's advice.

LIMITATIONS AND USER DUTIES

• You acknowledge remote services may be limited due to:
  • network/connectivity issues and call drops;
  • inability to conduct in-person examinations;
  • limitations for crisis/emergency intervention;
  • reduced ability to observe non-verbal cues;
  • limitations in verifying identity, environment, and safety conditions remotely;
  • reduced ability to respond physically or immediately in urgent situations; and
  • delays or failures caused by third-party service providers (such as internet service providers, mobile networks, device manufacturers, app stores, hosting providers, or video/voice providers).
• Telehealth may not be appropriate for certain conditions or situations, and the Healthcare Professional may determine that you should seek in-person care, urgent care, or emergency services..
• You agree to:
  • attend sessions from a private location, free from interruptions, unless you disclose and the Healthcare Professional agrees to third-party presence;
  • use a stable internet connection and appropriate device;
  • comply with session etiquette and safety requests, including confirming your location when requested for emergency escalation;
  • ensure that you can speak freely and safely during the session and that no third party can overhear, record, or access the session without the Healthcare Professional's agreement and any legally required consent;
  • refrain from participating while driving or operating machinery; and
  • promptly notify the Healthcare Professional if your environment becomes unsafe or non-private during a session
• You shall not record sessions, take screenshots, or share session content without: (a) the Healthcare Professional's express consent; and (b) compliance with Applicable Law and Platform Policies. This restriction applies to any form of recording or capture, including audio recording, video recording, screen recording, photographing the screen, transcription tools, or use of third-party "meeting recorder" software. If recording is permitted, you agree to follow any instructions regarding storage, confidentiality, and non-disclosure, and you must not publish, post, broadcast, or distribute any session content on social media or elsewhere.
• If a session is disrupted due to connectivity or technical issues, resolution (reschedule/refund) will be handled under Booking Policies. You acknowledge that the Platform does not guarantee uninterrupted availability of the audio/video tools and is not responsible for failures caused by your device, your internet connection, or third-party services. The Platform and/or Healthcare Professional may end and reschedule a session if technical issues prevent safe or effective delivery of services.

EMERGENCY, SAFETY, AND REPORTING

• You shall not use the Platform Services as an emergency service or as a substitute for emergency services, urgent care, or in-person assessment where needed. If you are in immediate danger or believe you may harm yourself or others, you must contact emergency services immediately and/or go to the nearest emergency department. The Platform does not provide crisis hotlines or real-time emergency response and may not be monitored continuously.
• If a Healthcare Professional reasonably believes there is imminent risk of harm to you or others, the Healthcare Professional may take actions required or permitted by Applicable Law and professional obligations, including contacting emergency services and making limited disclosures as permitted/required. You acknowledge and agree that, in such circumstances, confidentiality may be limited and disclosures may be made to the minimum extent reasonably necessary to address the safety risk (for example, disclosing your name, location, and nature of the concern to emergency responders or competent authorities), as permitted or required by Applicable Law and professional standards. You further acknowledge that the Healthcare Professional may request information from you for safety purposes (including your current location and an emergency contact), and you agree to provide such information accurately where requested.
• The Platform may take reasonable administrative actions to protect safety and the integrity of the Platform Services, including warnings, restrictions, suspension/termination, and cooperation with lawful requests from competent authorities, regulators, or emergency responders, to the extent permitted by Applicable Law. For the purpose of clarity (a) the Platform's safety actions are administrative/operational in nature (for example, account restrictions, routing safety resources, fraud prevention, and incident intake) and do not constitute clinical services, clinical supervision, or a guarantee of safety; (b) the Platform does not assume responsibility for emergency response or clinical crisis management; and (c) any Platform intervention (including contacting you with general emergency resources) does not create a duty of care for clinical matters and does not replace your obligation to contact emergency services when needed.
• You agree to promptly report to the Platform any: (a) threats of violence; (b) credible safety concerns; (c) abuse or exploitation; (d) suspected unauthorized access to your account; or (e) misuse of the Platform Services, using [IN-APP REPORTING / SUPPORT EMAIL]. You agree to cooperate reasonably with any Platform investigation relating to safety, fraud, or compliance, subject to Applicable Law and confidentiality requirements. You must not make knowingly false, malicious, or misleading safety reports. The Platform may restrict or terminate access for abuse of reporting functions or conduct that creates risk to others.

BOOKINGS, PAYMENTS, CANCELLATIONS, NOSHOWS, REFUNDS, CHARGEBACKS

• Session/service fees, duration, and any applicable charges are displayed at booking/checkout. Any taxes/VAT (if applicable) will be shown as required by Applicable Law.
• The Platform may facilitate payment collection on behalf of Healthcare Professionals and/or for Platform fees. By providing payment details, you authorize us (and/or our payment processor) to charge your selected payment method for: (a) fees you approve at checkout; and (b) cancellation/noshow fees as set out in Booking Policies.
• Booking Policies form part of these Terms and govern: (a) cancellation window; (b) late cancellation/noshow fees; (c) lateness handling; (d) rescheduling rules; and (e) refund eligibility and process.
• Refunds (if any) are processed according to Booking Policies and Applicable Law. To request a billing review, contact [SUPPORT EMAIL] within [14] days of the relevant charge (unless Applicable Law requires otherwise).
• If you initiate a chargeback without first contacting the Platform to attempt resolution, the Platform may suspend your account while investigating. You authorize the Platform to share relevant transaction and booking metadata with payment processors and banks to respond to disputes, consistent with Applicable Law and our Privacy Notice.
• Promotions/vouchers/credits (if any) are subject to conditions stated at issuance (including expiry and usage limits). We may cancel promotions if we reasonably suspect fraud, misuse, or breach of these Terms.
• We may change prices for future bookings at any time by updating the checkout display; changes do not apply to already-confirmed bookings unless required by Applicable Law or to correct an obvious error.

USER CONDUCT, ACCEPTABLE USE, AND PROHIBITED ACTIVITIES

• You will communicate respectfully with Healthcare Professionals and other users and follow reasonable session etiquette and safety rules.
• The user under any circumstance shall not:
  • harass, threaten, abuse, defame, stalk, or discriminate against any person;
  • send unlawful, hateful, sexually exploitative, or violent content;
  • request illegal services or instructions to harm yourself or others;
  • provide false information about identity, age, or location (including to evade clinical or legal requirements);
  • share personal data of others without authority;
  • attempt to access accounts, systems, or data you are not authorized to access;
  • interfere with Platform security, introduce malware, scrape data, reverse engineer, or circumvent access controls;
  • use the Platform Services for commercial solicitation, marketing, or advertising without our written consent;
  • attempt to recruit Healthcare Professionals off-platform or to arrange off-platform payments where the Platform facilitates payment (unless expressly permitted by the Platform).
• We reserve the right to remove the User Content, restrict access, or suspend/terminate accounts where we reasonably believe there is a breach of these Terms, a safety risk, suspected fraud, or legal/regulatory risk.

USER CONTENT; LICENSE; MODERATION

• You are responsible for your User Content and represent that you have all rights/permissions needed to provide it and that it does not violate Applicable Law or third-party rights.
• You grant the Platform a worldwide, royalty-free, non-exclusive license to host, store, reproduce (for technical purposes), process, transmit, display, and otherwise use User Content solely to: (a) provide and operate the Platform Services; (b) enable your communications and sessions with Healthcare Professionals; (c) provide support and troubleshoot issues; (d) enforce these Terms and Platform Policies; (e) detect and prevent fraud, misuse, and security incidents; (f) comply with Applicable Law and lawful authority requests.
• We may remove or restrict User Content that we reasonably believe violates these Terms, Platform Policies, safety requirements, or Applicable Law.
• The Platform does not have an obligation to monitor User communications for clinical accuracy or to provide clinical oversight. Any monitoring that occurs is for administrative, safety, security, fraud prevention, and compliance purposes.

PRIVACY, HEALTH DATA, CONFIDENTIALITY, AND DATA RIGHTS

• Our collection and processing of Personal Data and Health Data is described in our Privacy Notice at [LINK] (the "Privacy Notice"), which is incorporated into these Terms.
• Healthcare Professionals have independent confidentiality and recordkeeping obligations under Applicable Law and professional standards. The Platform does not control their professional records retention obligations.
• Without limiting the Privacy Notice, the Platform may process Personal Data/Health Data to: (a) create and administer your account; (b) enable bookings, communications, and Platform Services; (c) process payments and prevent fraud; (d) provide customer support and handle complaints; (e) ensure Platform security, auditability, and operational integrity; (f) comply with Applicable Law and lawful requests; (g) protect safety (including incident management and safeguarding triggers as permitted by law).
• The Platform and/or Healthcare Professionals may disclose information where required or permitted by Applicable Law, including lawful authority requests, court orders, regulator requests, or emergency/safeguarding situations.
• We retain data as described in the Privacy Notice, including retention for legal compliance, dispute handling, fraud prevention, security, audits, and legitimate business purposes, subject to Applicable Law.
• If any cross-border data transfers occur, they will be handled in accordance with Applicable Law and as described in the Privacy Notice, including required safeguards.
• You may submit requests related to your Personal Data as described in the Privacy Notice (access, correction, deletion, objection/restriction, etc., as applicable under UAE PDPL).

COMMUNICATIONS; NOTICES; CONSENT TO ELECTRONIC MESSAGES

• You consent to receive communications electronically (in-app, email, SMS/WhatsApp if enabled by you) including booking confirmations, reminders, service updates, security alerts, and policy notices, customer support communications, payment receipts, and (where applicable) verification and authentication messages (including one-time passwords (OTPs) and multi-factor authentication (MFA) prompts). You agree that electronic communications satisfy any legal requirement that communications be in writing.
• Transactional/service messages (such as security alerts, booking confirmations, and policy updates) are mandatory for operation of the Platform Services and you cannot opt out of them while maintaining an active account. If the Platform sends marketing or promotional messages, you may opt out using the unsubscribe mechanism provided or by contacting [SUPPORT EMAIL], subject to Applicable Law. Opting out of marketing does not affect transactional messages.
• You are responsible for keeping contact details current. We are not responsible for missed messages due to outdated contact information or your device settings, spam/junk filters, blocked senders, network outages, service-provider restrictions, or your failure to enable notifications. You are solely responsible for ensuring you have access to the email address and phone number linked to your account, and for maintaining the security of those channels. If your email account, phone, SIM, WhatsApp, or device is shared or compromised, you acknowledge that third parties may access communications sent to you, and the Platform will not be responsible for any resulting disclosure to the maximum extent permitted by Applicable Law.
• Notices and communications are deemed received: (a) for in-app messages, when posted to your account; (b) for email, when sent (provided no bounce-back or delivery failure notice is received); and (c) for SMS/WhatsApp, when the message is shown as sent by the messaging provider.

THIRD-PARTY SERVICES; APP STORES; PAYMENT PROVIDERS

• The Platform Services may rely on third-party providers (hosting, telecoms, video/voice, analytics, payment processors). Outages or failures by third parties may affect availability.
• Some features may be subject to third-party terms (e.g., app store terms, payment processor terms). To the extent applicable, you agree to comply with those terms.
• Links to third-party sites/resources are provided for convenience only and do not constitute endorsement.

INTELLECTUAL PROPERTY; PLATFORM RIGHTS

• The Platform Services (including software, UI/UX, designs, trademarks, logos, and Platform content) are owned by the Platform or its licensors and are protected by applicable IP laws.
• Subject to these Terms, we grant you a limited, personal, non-exclusive, non-transferable, revocable license to use the Platform Services solely for your personal, non-commercial use.
• You shall not copy, modify, distribute, sell, lease, reverse engineer, or attempt to extract source code except to the extent permitted by Applicable Law.
• If you provide suggestions/feedback, you grant the Platform a perpetual, irrevocable, worldwide, royalty-free right to use and incorporate it without compensation.

PLATFORM DISCLAIMERS

• The Platform does not provide medical advice, diagnosis, or treatment. Any Platform educational content (if any) is informational and not a substitute for professional advice.
• Listing or availability of a Healthcare Professional is not an endorsement, guarantee, or certification by the Platform. Any verification the Platform performs is a platform risk-control measure and does not guarantee competence, suitability, or outcome.
• Except as expressly stated, the Platform Services are provided "as is" and "as available". To the maximum extent permitted by Applicable Law, we disclaim all warranties and representations (express, implied, statutory, or otherwise), including warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, and uninterrupted availability.
• You acknowledge the Platform Services may be affected by your device, settings, environment, and internet connection, which are outside the Platform's control.
• The Platform has no obligation to monitor, verify, or intervene in clinical services. Any administrative safety steps taken by the Platform do not create a duty of care for clinical matters and are not a substitute for professional judgment or emergency services.

LIMITATION OF LIABILITY

• Platform shall not be held liable for Healthcare Professional services and for any acts, omissions, malpractice, negligence, misconduct, or clinical outcomes related to services provided by Healthcare Professionals, including any advice, assessment, diagnosis (if any), treatment plan, referral decision, safeguarding decision, recordkeeping, or failure to identify or respond to a condition or risk. You acknowledge that any Healthcare Professional services are provided by independent third-party providers, not the Platform, and you agree that any claims arising from Healthcare Professional services must be brought against the relevant Healthcare Professional(s), not the Platform.
• The Platform shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for loss of profits, revenue, goodwill, opportunities, or data, loss of business, loss of anticipated savings, loss of contract, loss of use, or costs of substitute services, even if the Platform has been advised of the possibility of such damages and regardless of the legal theory of liability.
• The Platform will not be liable for any loss arising from: (a) downtime, maintenance, outages, or service interruptions; (b) telecom/internet failures; (c) third-party service/provider failures (including payment processors, banks, app stores, hosting/video providers); (d) user device issues or unauthorized access due to your failure to secure your account/device; (e) your acts or omissions (including failure to follow safety instructions or to seek emergency assistance); (f) any acts or omissions of any other user or any third party; (g) any content or communications provided by you, a Healthcare Professional, or any other user (including inaccurate, incomplete, or misleading information); (h) your failure to maintain privacy or a secure environment during a session (including third-party overhearing); or (i) suspension, restriction, or termination of your account taken in accordance with these Terms.
• The Platform's total aggregate liability arising out of or relating to these Terms (whether in contract, tort, negligence, misrepresentation, restitution, or otherwise) will not exceed the greater of: (a) AED 5000; or (b) the total amount of Platform fees (if any) actually paid by you to the Platform (excluding amounts paid to Healthcare Professionals where the Platform acts only as a payment facilitator) in the [3] months preceding the event giving rise to the claim. This limitation applies in the aggregate to all claims and causes of action of every kind, will not be increased by the existence of multiple incidents or multiple claims, and applies per User account (not per incident).
• Any claim you bring against the Platform must be filed within [6] months after the event giving rise to the claim, otherwise it is permanently barred. For clarity, this is a contractual limitation period and applies to any claim relating to the Platform Services or these Terms, regardless of the legal theory.
• You release the Platform and its affiliates, officers, directors, employees, and agents from claims arising out of or relating to the Healthcare Professional services, except to the extent a court of competent jurisdiction determines the Platform is directly liable under non-excludable law. This release includes claims relating to reliance on Healthcare Professional advice, dissatisfaction with outcomes, alleged errors or omissions by Healthcare Professionals, and any disputes between you and a Healthcare Professional.
• Nothing in these Terms excludes liability that cannot be excluded under Applicable Law (for example, fraud or willful misconduct to the extent it cannot legally be limited). If any part of this Section 16 is held invalid or unenforceable, it will be enforced to the maximum extent permitted by Applicable Law, and the remainder will remain in full force and effect. You acknowledge that the limitations in this Section 16 are fundamental elements of the basis of the bargain between you and the Platform.

USER INDEMNITY

• This Section 17 applies to the fullest extent permitted by Applicable Law. You will defend, indemnify, and hold harmless the Platform and its affiliates, directors, officers, employees, and agents (each, a "Platform Indemnitee") from and against any claims, losses, liabilities, damages, penalties, fines, costs, and expenses (including reasonable legal fees) arising out of or relating to: (a) your breach of these Terms or Booking Policies; (b) your misuse of the Platform Services; (c) your violation of Applicable Law; (d) your User Content; and/or (e) your interactions with Healthcare Professionals or other users (except to the extent caused by the Platform's direct non-excludable liability), including any claim arising from or relating to: (i) any allegation that your User Content infringes or misappropriates any intellectual property, privacy, or other rights of any person; (ii) your harassment, defamation, threats, discriminatory conduct, or abuse; (iii) your recording, screen‑capturing, or disclosure of session content in breach of these Terms or Applicable Law; (iv) your submission of false, misleading, or incomplete information (including identity, age, or location); (v) any payment dispute, chargeback, refund dispute, or alleged unauthorized transaction attributable to your acts or omissions; and (vi) your failure to maintain the security of your account, device, or communications channels.
• The Platform will (a) promptly notify you of an indemnified claim to the extent reasonably practicable, (b) reasonably cooperate at your expense, and (c) permit you to control the defense and settlement of the claim, provided that you may not settle any claim in a manner that admits fault or imposes any obligation or restriction on any Platform Indemnitee without the Platform's prior written consent (not to be unreasonably withheld). The Platform may participate in the defense with counsel of its choosing at its own expense.

SUSPENSION; TERMINATION; EFFECT

• You shall stop using the Platform Services at any time by discontinuing use and, where available, closing your account through the Platform settings. Account closure requests may be subject to verification and may be denied or delayed where necessary to comply with Applicable Law, resolve disputes, prevent fraud, or complete ongoing investigations.
• We may suspend, restrict, or terminate your account immediately if we reasonably believe: (a) you breached these Terms or Booking Policies; (b) you created a safety risk or engaged in abusive conduct; (c) suspected fraud, chargeback abuse, or security risk exists; (d) your use creates legal/regulatory risk; or (e) required by a competent authority; (f) you provided false, misleading, or incomplete information (including identity, age, payment details, or location); (g) you harassed or threatened a Healthcare Professional or other user; (h) you attempted to bypass Platform payment flows or arranged off-platform services in breach of these Terms; or (i) your activity indicates automated, abusive, or malicious behaviour (including scraping or attempted unauthorized access).
• Upon termination: (a) your license to use the Platform Services ends; (b) we may block access and cancel pending bookings where necessary for safety/compliance; (c) data will be retained/deleted according to the Privacy Notice and Applicable Law; and (d) any unused promotions, credits, or vouchers may be forfeited to the extent permitted by Applicable Law and the applicable promotion terms. Termination does not affect obligations that accrued before termination, including payment obligations, chargeback liability, or amounts owed under these Terms.
• If your account is suspended or terminated, the Platform may cancel future bookings. Refunds (if any) will be handled in accordance with Booking Policies and Applicable Law. The Platform may withhold refunds or credits where reasonably necessary to investigate fraud, chargeback abuse, or policy violations, or where required by a payment processor or competent authority.
• Sections intended by their nature to survive will survive termination, including Sections 1, 8 (to the extent of outstanding payments), 10–17, 20–22, and any provisions relating to confidentiality, privacy/data protection, intellectual property, disclaimers, limitation of liability, indemnity, dispute resolution, and notices.

COMPLAINTS, REPORTS, AND SUPPORT

• Support. Contact [SUPPORT EMAIL] or use in-app support.
• You may submit complaints via [IN-APP REPORTING / EMAIL]. The Platform may request additional details and may share limited information with relevant parties as needed to handle the complaint, consistent with Applicable Law and the Privacy Notice.
• If there is an immediate danger, contact emergency services first. You may also notify the Platform for administrative follow-up.

DISPUTE RESOLUTION AND GOVERNING LAW

• In the event of any dispute, claim, or controversy arises out of or relating to this Agreement (a "Dispute"), either Party may give written notice describing the Dispute in reasonable detail. The Parties will use good-faith efforts to resolve the Dispute through senior management discussions within 15 business days after the notice is received.
• If the Dispute is not resolved under paragraph (a), the Dispute will be submitted to the exclusive jurisdiction of the competent courts of the Emirate of Dubai (the "Courts"). Each Party irrevocably submits to the jurisdiction of the Courts and waives any objection based on improper venue or inconvenient forum, to the extent permitted by Applicable Law.
• This Agreement and any Dispute (including any non-contractual obligations) will be governed by and construed in accordance with the laws of the United Arab Emirates.
• Nothing in this Section limits either Party's right to seek urgent interim, injunctive, or equitable relief from the Courts (or any other court of competent jurisdiction) to protect Confidential Information, Personal Data/Health Data, intellectual property, Platform security, or to prevent or restrain breaches of non-solicitation, non-circumvention, or misuse of User information.
• The successful Party will be entitled to recover its reasonable legal fees and costs to the extent awarded by the Courts and permitted by Applicable Law.
• During the resolution of a Dispute, the Parties will continue to perform their undisputed obligations under this Agreement to the extent reasonably practicable and lawful.

GENERAL LEGAL TERMS

• These Terms, together with the Privacy Notice and Booking Policies, form the entire agreement between you and the Platform regarding the Platform Services
• If any provision is held invalid or unenforceable, the remainder remains in effect, and the invalid provision will be enforced to the maximum extent permitted.
• Failure to enforce a provision is not a waiver.
• You may not assign these Terms. We may assign these Terms to an affiliate or successor.
• Except for Platform Indemnitees where expressly covered by Sections 16–17, no person who is not a party to these Terms has any right to enforce any provision of these Terms.
• The Platform will not be liable for any failure or delay caused by events beyond its reasonable control (including network failures, power outages, third-party outages, governmental actions, or force majeure events).
• Headings are for convenience only and do not affect interpretation. "Including" means "including without limitation."