Terms & Conditions

Last updated: [ Tuesday 7 July ]

Welcome to MedCall Prime Home Healthcare (“MedCall”, “we”, “us”, or “our”). These Terms & Conditions (“Terms”) govern your use of our website (medcall.ae) and the home healthcare services we provide across Dubai and the United Arab Emirates, including nursing, IV drip therapy, laboratory testing, vaccinations, and related care delivered at your home, hotel, or office.

Please read these Terms carefully. By using our website, contacting us, or booking any of our services, you agree to be bound by these Terms. If you do not agree with them, please do not use our website or services.

1. Definitions

• • “Services” means the home healthcare services offered by MedCall, including nursing visits, IV drip therapy, lab sample collection and testing, vaccinations, and related care.

• • “You” / “Client” / “Patient” means the person booking or receiving our Services, or using our website.

• • “Booking” means a request for our Services made by phone, WhatsApp, our website, or in person.

• • “Website” means medcall.ae and its subdomains.

2. About Our Services

MedCall is a home healthcare provider licensed by the Dubai Health Authority (DHA). Our Services are delivered by DHA-licensed nurses and, where applicable, reviewed by qualified doctors. We provide care at a location of your choice within our coverage area, subject to availability and clinical suitability.

Descriptions of Services, packages, and formulations on our website are provided for general information. The specific care you receive is always subject to clinical assessment by our staff at the time of your visit.

3. Eligibility

To book our Services, you must be at least 18 years old and able to enter into a binding agreement. Services for a minor or for a person who is unable to consent on their own behalf must be arranged and consented to by a parent or legal guardian, who must be present during the visit.

4. Bookings and Appointments

You can request a Booking by phone, WhatsApp, our website, or through our coordinators. A Booking is confirmed only once we have accepted it and agreed a time with you. We will make reasonable efforts to attend within the timeframe communicated to you, but arrival times are estimates and may be affected by traffic, demand, or other factors outside our control.

We may need to contact you to confirm details, assess suitability, or arrange access to your location. Please make sure the contact details and address you give us are accurate and complete.

5. Medical Screening, Consent, and Suitability

Before providing certain Services, our nurse or doctor will carry out a health screening, review your medical history and current medications, and confirm that the Service is suitable for you. By booking, you agree to provide accurate and complete health information and to give your informed consent before any treatment is administered.

We may decline, pause, or modify a Booking where, in our clinical judgement, a Service is not appropriate or safe for you. In such cases we will explain why and, where relevant, may recommend that you see a doctor or specialist instead. Your health and safety always come before completing a Booking.

6. Not an Emergency Service

MedCall does not provide emergency medical care. Our Services are intended for non-emergency, planned care. If you are experiencing a medical emergency — such as chest pain, difficulty breathing, severe bleeding, loss of consciousness, or a severe allergic reaction — call 998 for an ambulance or go to the nearest emergency department immediately. Do not wait for a home visit.

7. Nature of Our Services and Results

Our Services, including wellness IV drips and diagnostic tests, are intended to support your health and wellbeing. Except where expressly stated, they are not a diagnosis, cure, or treatment for any specific medical condition, and they do not replace advice, diagnosis, or treatment from your treating physician or a specialist.

Where we provide test or diagnostic results, these are informational and should be interpreted alongside your symptoms and medical history. We recommend you discuss your results with a doctor. We do not guarantee any particular health outcome from any Service.

8. Pricing, Invoices, and Payment

All prices are displayed in UAE Dirhams (AED) and, unless stated otherwise, are per session and inclusive of the home visit within our standard coverage area. The price confirmed to you at the time of booking is the price you pay; we do not add hidden charges. Certain locations, add-ons, or clinical requirements may affect the final price, and we will make any such difference clear before your visit.

Payment is due as agreed at the time of booking or service, by the methods we accept. We will provide a dated invoice for your payment on request, showing our details and the Service provided. Card payments are handled by secure third-party payment providers.

9. Cancellations, Rescheduling, and No-Shows

We understand that plans change. If you need to cancel or reschedule, please tell us as early as possible.

• • Cancellation or rescheduling made at least [INSERT NOTICE PERIOD, e.g. “2 hours”] before your appointment: [INSERT POLICY — e.g. no charge].

• • Late cancellation or no-show (where our nurse has already been dispatched or has arrived): [INSERT POLICY — e.g. a visit/dispatch fee may apply].

The specific cancellation terms will be confirmed to you at the time of booking. We may cancel or reschedule a Booking ourselves if, for clinical, safety, staffing, or operational reasons, we are unable to proceed; where we do, we will offer you an alternative time or a refund of any amount paid for that Booking.

10. Refunds and Service Guarantee

In line with UAE consumer protection law, if a Service is not provided as agreed, you are entitled to have it re-performed correctly or, where appropriate, to receive a refund of the amount paid, in accordance with the applicable regulations.

Because our Services are personal and health-related, a Service that has already been properly delivered (for example, a drip that has been administered or a sample that has been collected and processed) is generally not refundable, except as required by law or where we have not met the agreed standard. If you are unhappy with any Service, please contact us so we can put things right (see Section 17).

11. Your Responsibilities

When you use our Services, you agree to:

• • Provide accurate, complete, and up-to-date personal and health information, including any conditions, allergies, and medications;

• • Not withhold information that could affect the safety or suitability of a Service;

• • Provide a safe, clean, and reasonable environment for our staff to deliver care at your location;

• • Treat our staff with respect and cooperate with reasonable clinical instructions;

• • Ensure that a parent or guardian is present where the Service is for a minor or a person who cannot consent; and

• • Pay the agreed price for the Services you receive.

We may decline or stop a Service where our staff feel unsafe, where access is not provided, or where the information given is inaccurate or incomplete.

12. Third-Party Laboratories and Providers

Some Services rely on accredited third-party laboratories, pharmacies, or partners — for example, to process your samples. While we select partners carefully, turnaround times and results from such providers may be subject to their own processes. We remain your point of contact and will support you throughout.

13. Intellectual Property

All content on our website — including text, graphics, logos, images, icons, and design — is the property of MedCall or its licensors and is protected by applicable intellectual property laws. You may view and use the website for personal, non-commercial purposes only. You may not copy, reproduce, republish, or distribute any content without our prior written permission.

14. Acceptable Use of the Website

You agree to use our website lawfully and not to:

• • Use it in any way that breaches applicable laws or regulations;

• • Attempt to gain unauthorised access to our systems or data;

• • Introduce viruses or other harmful material; or

• • Use it to transmit unsolicited or unlawful content.

We may suspend or restrict access to the website where necessary to protect it or our users.

15. Third-Party Links

Our website may contain links to third-party websites for your convenience. We are not responsible for the content, accuracy, or practices of those websites, and a link does not imply our endorsement. Please review the terms and privacy policies of any third-party website you visit.

16. Privacy

Your privacy matters to us. Our collection and use of your personal and health data is described in our [Privacy Policy](INSERT LINK), which forms part of these Terms. By using our Services, you acknowledge that you have read and understood our Privacy Policy.

17. Complaints

If you are not satisfied with any part of our Service, please contact us as soon as possible using the details in Section 23. We take all feedback seriously and will do our best to resolve your concern promptly and fairly. Where relevant, you may also raise concerns with the Dubai Health Authority or the competent UAE authority.

18. Limitation of Liability

We provide our Services with reasonable skill and care and in accordance with DHA requirements. Nothing in these Terms excludes or limits our liability where it cannot lawfully be excluded or limited, including liability for death or personal injury caused by our negligence, for fraud, or for any of your statutory rights as a consumer under UAE law.

Subject to the above, and to the extent permitted by law, we are not liable for:

• • Loss or damage that was not reasonably foreseeable;

• • Loss or damage arising from inaccurate or incomplete information you provide, or from your failure to follow clinical advice; or

• • Delays or failures caused by events outside our reasonable control (see Section 19).

19. Force Majeure

We are not responsible for any failure or delay in performing our Services caused by events beyond our reasonable control, including but not limited to extreme weather, road closures, public health measures, utility or communication failures, or actions of public authorities. Where such an event occurs, we will contact you to reschedule or, where appropriate, refund any amount paid for an affected Booking.

20. Changes to These Terms

We may update these Terms from time to time to reflect changes in our Services or legal requirements. The current version will always be available on our website, with the “Last updated” date shown at the top. Your continued use of our website or Services after any change means you accept the updated Terms.

21. Severability and Entire Agreement

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full effect. These Terms, together with our Privacy Policy and any booking confirmation, form the entire agreement between you and MedCall regarding your use of our website and Services.

22. Governing Law and Jurisdiction

These Terms are governed by the laws of the United Arab Emirates. Any dispute arising out of or relating to these Terms or our Services shall be subject to the exclusive jurisdiction of the competent courts of Dubai, UAE.

23. Contact Us

For any question about these Terms, your Booking, or our Services, please contact us:

• • MedCall Prime Home Healthcare

• • Phone / WhatsApp: +971 55 850 2472

• • Email: info@medcall.ae

• • Registered entity: [INSERT REGISTERED LEGAL NAME]

• • DHA licence number: [INSERT DHA LICENCE NUMBER]

• • Address: [INSERT ADDRESS]