Publication note: This Pakistan-focused draft uses Dial In Doctor's current public business/contact details. It should still receive Pakistani legal review before publication or material contractual reliance.
1. Acceptance
These Terms govern your access to and use of Dial In Doctor's websites, portals, consultation-booking services, healthcare coordination features, digital documents, payment features, and related services (the "Platform").
By creating or using an account, requesting a consultation, or otherwise using the Platform, you agree to these Terms and the documents incorporated by reference, including our Privacy Policy and Refund Policy.
If you do not agree, do not use the Platform.
2. What Dial In Doctor provides
Dial In Doctor provides technology and operational services that may help users:
- request or schedule consultations with healthcare professionals;
- communicate with or receive services from participating healthcare professionals;
- access follow-up information and health documents;
- coordinate laboratory, pharmacy, or other healthcare services where available;
- make eligible payments;
- access receipts and other account records.
Features may vary by location, provider, service, and availability.
3. Medical-services relationship
Healthcare professionals using the Platform are responsible for their own clinical judgment, diagnosis, treatment, prescriptions, advice, and professional obligations.
Dial In Doctor does not guarantee a particular diagnosis, treatment, clinical outcome, medicine, investigation, referral, or hospital admission.
Where Dial In Doctor directly employs or contracts a healthcare professional, that professional remains responsible for exercising appropriate professional clinical judgment within the scope of applicable law and professional rules.
4. Not an emergency service
The Platform is not intended for medical emergencies.
If you believe you or another person has a life-threatening or urgent medical condition, seek immediate in-person emergency care or contact the appropriate emergency service. Do not wait for a response through the Platform.
5. Telehealth limitations
Remote consultation has limitations. A clinician may decide that:
- an in-person examination is required;
- diagnostic testing is required;
- the issue cannot safely be managed remotely;
- referral or emergency assessment is appropriate.
You agree to provide accurate, complete, and current information relevant to your care.
6. Eligibility and minors
You must have legal capacity to accept these Terms.
A parent, legal guardian, or otherwise legally authorized person may use the Platform for a minor or dependent where permitted. The adult user is responsible for providing accurate relationship/authority information and for supervising use of the account.
7. Patient account and credentials
Patient access may use:
- a Dial In Doctor MR number or eligible phone number; and
- a patient-chosen PIN.
You must:
- keep your PIN confidential;
- not share your account with unauthorized persons;
- notify us if you believe your account has been compromised;
- ensure contact details are reasonably current.
Dial In Doctor will not ask you to disclose your PIN by email.
8. Appointments and consultation requests
Submitting a consultation request does not necessarily mean a clinician has accepted or completed the consultation.
Appointment status shown in the Platform is the authoritative local operational status, subject to correction for technical or administrative error.
Clinicians may reschedule, decline, refer, or end a consultation where clinically or operationally appropriate.
9. Prescriptions, medicines, laboratories and third-party services
Where supported:
- prescriptions are issued only by an appropriately authorized healthcare professional;
- medicine availability, dispensing, substitutions, and delivery may be handled by third-party pharmacies;
- laboratory collection/testing may be performed by third-party laboratories;
- admission/referral may involve independent hospitals or facilities.
Third-party providers may have separate terms, pricing, eligibility criteria, timelines, and regulatory obligations.
10. Payments
Eligible services may be paid through payment methods displayed at checkout.
You authorize the applicable payment provider to process the transaction according to its terms.
Important:
- a browser redirect or return page is not proof that Dial In Doctor has received a verified payment confirmation;
- a receipt marked Paid is generated only from authoritative local payment status;
- payment methods may be unavailable temporarily or permanently;
- Dial In Doctor does not promise that every payment method will be available for every appointment.
We do not impose a separate payment-processing surcharge unless one is clearly disclosed before payment and permitted by applicable law.
11. Refunds and cancellations
Refunds and cancellations are governed by our Refund Policy, which forms part of these Terms.
In general, eligibility depends on:
- whether a consultation/service started;
- whether the provider cancelled;
- duplicate or failed payment;
- technical failure;
- third-party service status;
- applicable law.
12. Clinical and account documents
The Platform may provide prescriptions, laboratory documents, medical certificates, receipts, or other records.
You must not:
- alter or falsify documents;
- use another person's document;
- misrepresent payment or clinical status;
- use documents for unlawful or fraudulent purposes.
System-generated receipts do not require a handwritten signature unless applicable law or a receiving organization requires otherwise.
13. Acceptable use
You must not:
- impersonate another person;
- access another patient's or provider's records;
- probe or bypass security controls;
- upload malicious code;
- interfere with Platform availability;
- use the Platform for fraud;
- scrape protected data;
- misuse clinician identity or credentials;
- use the Platform for unlawful activity.
We may restrict or suspend access where reasonably necessary for security, fraud prevention, legal compliance, patient safety, or abuse prevention.
14. Privacy and data
Our collection and use of personal information is described in the Privacy Policy.
Healthcare and identity data are sensitive. You should use a private device/network where practical and sign out after using a shared device.
15. Communications
You authorize operational communications necessary to deliver the service, such as:
- account/security messages;
- appointment notices;
- consultation follow-up;
- payment/receipt messages;
- important service changes.
Marketing messages, where used, should be subject to applicable consent/opt-out requirements.
16. Intellectual property
The Platform software, design, branding, and original content are owned by or licensed to Dial In Doctor, except for content belonging to users, healthcare professionals, or third parties.
You receive a limited, personal, non-transferable right to use the Platform for its intended purpose.
17. Availability and changes
We aim to maintain reliable service but do not guarantee uninterrupted availability.
We may:
- maintain or update systems;
- modify features;
- suspend a provider/payment integration;
- remove unsafe or unsupported functionality.
We will not knowingly represent an unavailable payment or clinical feature as available.
18. Third-party services
The Platform may depend on third parties such as:
- hosting providers;
- payment gateways;
- email/communications providers;
- laboratories;
- pharmacies;
- hospitals;
- other healthcare partners.
We are responsible for our own obligations but cannot guarantee uninterrupted performance of independent third-party systems.
19. Disclaimers
To the maximum extent permitted by applicable law:
- Platform availability may vary;
- remote consultation may not be suitable for every condition;
- information outside a clinician-patient consultation is general information and is not a substitute for professional medical advice;
- estimated times are not guarantees.
Nothing in these Terms excludes rights or liabilities that cannot lawfully be excluded, including applicable consumer rights and responsibility for fraud or other non-excludable liability.
20. Liability
Each party remains responsible for losses caused by its own fraud, willful misconduct, unlawful conduct, or liability that cannot legally be limited.
For other claims, Dial In Doctor's liability will be determined under applicable law and, where a separate signed agreement applies, the liability terms in that agreement.
These Terms do not attempt to waive a patient's non-waivable legal rights or a clinician's professional responsibility.
21. Indemnity for misuse
To the extent permitted by law, you are responsible for losses reasonably arising from your unlawful use, fraud, deliberate security abuse, or unauthorized use of another person's account/data.
This clause does not make a patient responsible for Dial In Doctor's own negligence or legal non-compliance.
22. Suspension and termination
You may stop using the Platform at any time.
We may suspend or terminate access where reasonably necessary for:
- security;
- fraud;
- abuse;
- legal/regulatory compliance;
- material breach;
- risk to patients, staff, providers, or systems.
Records may still be retained where required for clinical, legal, financial, dispute, or security purposes.
23. Changes to these Terms
We may update these Terms as the Platform, law, or business model changes.
Material changes should be communicated through the Platform, website, email, or another reasonable channel. The updated version will show its effective date.
24. Governing law and disputes
These Terms are governed by the applicable laws of Pakistan.
Before court proceedings, users are encouraged to contact us so the issue can be investigated and resolved where possible.
Subject to mandatory legal rights and any law requiring another forum, the courts of competent jurisdiction in Rawalpindi, Punjab, Pakistan will have jurisdiction.