At AugmentCare, our mission is to make healthcare better and simpler for everyone. Above all, we’re committed to providing you with the highest quality care. Please read these terms carefully so that you understand them. These terms cover all the services we provide to you through our healthcare app or other platform (“App”) and Websites.” These terms include details on our complaints procedure and what is required from you to provide the Services. You will be asked to accept these as part of your account registration. We may update the terms from time to time, and if your rights change we will always notify you of this. Our Privacy Policy sets out how your personal information will be used by us, which can be accessed as part of the account registration process, via the App, and on our Websites. The way we work is simple: we’re here to serve you and will always do the right thing to ensure you have the best possible experience. We hold ourselves to the highest legal and ethical standards and we will never jeopardize your trust in us by failing to live up to these ideals. We value hearing from you so if you have any questions or ideas, or if you need to provide notice to us, don’t hesitate to get in touch in the following ways: If you would like to speak about our services or have any questions you can always send us an email at [email protected] We would like to remind you that:

  • We provide health and medical advice via our video and audio doctor consultations.
  • The output from these does not constitute medical advice, diagnosis or treatment. You should always talk to a qualified medical professional about any questions you may have about a medical condition. If you think you have a medical emergency, you should call your doctor or the emergency services immediately.
  • Some conditions are not suitable for remote advice and we recommend that you check our FAQs prior to use of the services which may help you in assessing their suitability in relation to your symptoms (see sections B and K).
  • We need certain information from you in order to provide services (see section C)
  • We can’t take responsibility for laws outside Pakistan and governing access to our services. Some of our services are specifically designed for use in the Pakistan and if you use them elsewhere you should check in your country or region that it is appropriate and lawful for you to do so
  • The App is not suitable for managing medical emergencies

These terms include descriptions of each section, in bold text. These descriptions are to help you understand the terms but they are not part of the terms.

A) ABOUT US

About us and our services We provide clinical services via our video and audio consultations with our Practitioners (“Instant Doctor”), and information services through our digital healthcare tools. Our Services include healthcare consultations, digital healthcare software services, Lab testing ordering and online medicine ordering services. Our Clinical Services are provided using qualified medical professionals (“Practitioners”) based in the Lahore.

B) OUR SERVICES

What our services cover, and what you need to check yourself when you use our services

    • We provide our services using our App and the Websites, and communication methods such as email. Our services include:
      • Remote video consultation with our Practitioners (Instant Doctor);
      • the ability to ask questions of our healthcare professionals;
      • where appropriate through use of our Instant Doctor Services, our doctors may prescribe medicines
      • Access to your healthcare records we hold; and
      • Ability of ordering Lab tests and Medicine from within the application.
      • Claims verification service.
      • Ability to file claims online and having doctors post a sick note for you.
    • Some medical conditions are not suitable for remote consultations via our Instant Doctor Service, and you should always seek advice from a medical practitioner in person if you are unsure about whether you have been able to explain or communicate your medical needs through our Instant Doctor Service, or if you have any concerns about the advice you receive from us or if it is different from other advice you have received. All services are currently only provided in English, Urdu and Punjabi.
    • You should not use our services in an emergency, or if you have a condition that you know will require a physical examination.
    • Except for our Instant Doctor Services where we provide Explore doctor service, all our other services, such as our symptom checker and triage tool, provide healthcare information and not medical advice, diagnosis and/or treatment. They provide information to you based on information entered. They do not diagnose your own health condition or make treatment recommendations for you. Our information services are not a substitute for a doctor or other healthcare professional. You shouldn’t take or stop taking any action (such as taking medicines) based on information from our information services. We make no warranties in relation to the output of our information services.
    • We provide our Instant Doctor Service using reasonable skill and care from appropriately qualified, and experienced, staff and Practitioners. If you think that our services have not met this standard, please contact us as soon as possible. We will fix or re-perform, without charge, any services we agree do not meet this standard.
    • Practitioners are GPs registered with the PMDC, who have committed to provide services in accordance with clinical best practice and applicable professional standards.
    • Practitioners will not prescribe medicines unless it is, in their judgments, in their patient’s best interests.

C) WHAT WE NEED FROM YOU IN ORDER TO PROVIDE SERVICES

We can’t provide our services without certain information and other things from you

      • We can only provide the services in accordance with these terms if you provide us with the information we need in order to help you. You must be careful that:
        • any information you give to us or a Practitioner, or enter into the App is accurate;
        • if you have any concerns about the information we provide you or any information in the App or the Websites, you seek further medical advice;
        • you follow any instructions you are given by Practitioners;
        • you follow any instructions regarding the use of any medicines or healthcare products we recommend or prescribe (including in respect of use-by dates);
        • you report any adverse or unexpected effects of treatments we recommend to us;
        • you keep any medicines we give you securely and do not allow others (especially children) to use them;
        • you tell us if any of our information about you is or becomes inaccurate or incomplete; and
      • We rely on an accurate record of your use of services in order to do this. Please do not therefore register more than once for our services.

D) TECHNICAL REQUIREMENTS FOR USING THE APP

The App includes software provided by people other than the Company, and uses certain data that you provide to it in order to work

      • The App operates only on iPhone version 4S or higher running iOS 10 or higher, or Android-enabled phones running Android v4.3 or higher. It requires a consistent 4G or faster data connection and does not operate reliably on 3G, GPRS or EDGE connections.
      • We recommend that if you are using a wireless network to access the App, you avoid use of public wi-fi facilities in favor of a personal wi-fi connection, and that the wireless network is secured with WPA-2 security. We recommend that the device from which you access the App is password protected, set to lock after a short period of inactivity, and protected with suitable anti-virus and anti-malware software.
      • From time to time, updates to the App may be made available to you. We recommend that you use the latest version of the App at all times, to take advantage of the latest enhancements. Depending on the update, you may not be able to use the Services until you have downloaded or streamed the latest version of the App and accepted any new terms.

E) REGULATION OF OUR SERVICES

Accessing our services outside Pakistan

      • Our services are available to adults, and to children in accordance with section F.
      • If you are accessing our services from outside Pakistan, you should check whether it is lawful to access our services in the territory where you are. We provide our services in compliance with Pakistani law and regulation, and cannot take responsibility for any differences between those rules and any different rules applying to healthcare services anywhere else.

F) CHILDREN AND OUR SERVICES

Adults can use our services on behalf of children, but children shouldn’t use our services themselves

      • Children under 16 may have an account opened for them by a parent or legal guardian, and if the parent or legal guardian supervises the child’s use of our services at all times.
      • We may suspend services or terminate user accounts if we reasonably suspect that they are being used in breach of the restrictions in this Section F.

G) PRODUCT SALES

We provide services which enable your purchase of products from third party sellers working with us

      • The App enables your purchase of healthcare and other products (“Products”) sold by our third party product partners (“Suppliers”).
      • If you use the App to order a Product, our responsibility is to place that order on your behalf with its Supplier. Your contract for supply of a Product is with the Supplier, not with us and the Supplier is responsible for Product sourcing, quality and delivery.
      • As part of the Product order process, a Supplier will contact you with the terms and conditions applying to your Product order including your right to cancel.
      • Please contact us if you have any issues with your Product order. We will, acting on your behalf, raise these with the Supplier.
      • Product images on the App are illustrations and we do not enable the ordering of Products accurately reflecting their colours as shown on the App.

H) MEDICINES

How medicines are prescribed to you.

      • The PMDC registration number of all AugmentCare Instant doctors, past or present, can be supplied upon request. All doctors who have signed up to provide prescriptions through the Company’s systems have undertaken to comply with the PMDC
      • We do not provide prescriptions for controlled drugs (as defined by the Drugs Act 1976).
      • A prescription will incur the cost of the medicine(s) prescribed. This price is set by the pharmacy and is independent of any charges set by AugmentCare. The patient is under no obligation to purchase their medicine from any particular pharmacy.
      • If, within the App, you choose to order your prescription medication for delivery to you, it will be dispatched by our partner Sehat.com.pk. The terms of delivery are highlighted on their website under the “Delivery” section.
      • Our partner dispensing partners are not part of our organization and, to the extent permitted by law, we disclaim responsibility for their acts and omissions.

I) TESTING SERVICES

We offer Lab testing services through our application

      • Augments patients should discuss any necessary tests with their GP which may be able to be offered through the partner Lab and prescribed by the Instant Doctor.
      • The App can be used to order certain medical tests (“Labs”). These services are provided by a partner laboratory with which the Company has entered into arrangements for those services.
      • The partner laboratory is a separate entity from us and to the extent permitted by law we disclaim any liability for any acts or omissions of the partner laboratory.
      • By ordering any Tests, you agree to comply with any instructions provided in relation to the Tests including in relation to the booking and administration of Tests, receipt and provision of Test materials and samples (including delivery by post or attendance in person at Test facilities) and payment.
      • Subject to a range of factors including (without limitation) the nature of the relevant Test, your location and the availability of laboratories, the App may enable you to:
        • request the despatch of a representative of the lab to administer the test (collect the sample) from you and returned to the laboratory, with the results then analyzed, sent to us and delivered to you through the App;
        • arrange an appointment to attend a Test centre for the Test to be undertaken, the results to be sent to us and delivered to you through the App; and
        • Contact a Test center, to enable you to arrange to undertake a Test independently and have the results sent to us to be delivered through the App.
      • You understand and acknowledge that prior to ordering the test that the Tests are paid a paid facility.
      • The prices will be displayed within the App and you agree to those at the time of ordering. Certain pathology services – for example, if you elect to contact a Test centre to undertake a Test independently – may incur charges different to those listed in the App and you acknowledge and agree that such additional fees as required may be payable.
      • If, within the App, you choose to order your Test for delivery to you and administration (self-collection) by you, it will be despatched by our partner laboratory. The terms of delivery shall be as follows:
        • we will use reasonable endeavors to procure the processing and dispatch of your Test within 3 business days where the Test is in stock;
        • the delivery time following dispatch should typically not exceed 3 business days but please note that in relation to delivery to remote locations that delivery time could be longer;
        • prices and delivery fees are displayed within the App at the time of the order;
        • Tests are personal to the person for whom they are intended and therefore may not be returned and no refunds will be given for Tests ordered once the order is placed;
        • orders may be subject to a minimum price as displayed in the App;
        • we or our partner laboratory may refuse to fulfil an order where we consider the order not to be in the best interests of the person for whom it is intended or who has ordered it or may be illegal or contrary to any regulation or guideline; and
        • if no one is available to take delivery of the order when delivery is first attempted, there may be a delay in delivery, and/or the recipient may have to visit the lab in person to have the test administered.
      • Processing time for a returned Test will vary depending on the Test but we will use reasonable endeavors to procure that the laboratory analyses the Test and returns results within 14 business days. Results will be delivered to you through the App and you explicitly consent to that by ordering through the App.
      • Tests to be administered at a drop in Test centre will be subject to the terms and conditions of that centre and the opening hours of that centre.
      • If you elect to arrange an appointment to attend a Test centre for the Test to be undertaken, or to contact a Test centre to enable you to arrange to undertake a Test independently, then we shall use reasonable efforts to assist you but cannot guarantee the availability of the services from the Test centre and is not liable for the acts or omissions of the Test centre.
      • The Company will use reasonable efforts to process any orders for Test services within 2 business days and the time limits set out above start running from the end of that processing period.
      • It may not be appropriate for some Tests to be self-administered, in which case they may not be available for delivery and must be conducted by a registered medical practitioner or nurse.
      • You cannot order Tests anywhere outside Pakistan

J) MONITORING SERVICES

What our Monitoring service does, what you can rely on it to provide, and when you shouldn’t use it

      • The App is able to display data resulting from clinical investigation, other clinical data and other fitness and wellness related data regarding you for monitoring (“Monitoring”).
      • Monitoring services are not a medical device nor should they be used for diagnosis or treatment of any condition. It is intended as an information aid only.
      • Data may be input into the App for Monitoring:
        • manually by you;
        • through third party devices or data streams which connect with the App; and
        • via data received from or inputted via other parts of the App, for example as a result of undertaking a Test, prescription or a consultation.
      • Monitoring enables the display of data only, is limited to the receipt of data from the above sources, does not provide diagnostic or other advice or recommendations, and does not provide a complete or up to date record of your health at any given time.
      • It is your responsibility to update the data stored for Monitoring and to ensure that it is current and up to date. We do not update or monitor the data in your account nor accept responsibility for ensuring that all activity through the App is logged for Monitoring.
      • Monitoring may make use of data feeds from third party providers which you provide access to. You acknowledge and agree that available data feeds may vary from time to time, that we make no guarantee that any particular data feed will be available or available at a particular time, and that data feeds may require your authorization in order to be accessible to you via the App.
      • Monitoring may display certain information relating to you derived from data stored for you (for example, body mass index) and recognized guidelines. You should note however that any such display or information provided is based on generic data and assumptions, and is not designed to be and may not be used for personalized advice. It should therefore be treated as a general guide and is not a substitute for personal medical advice or diagnosis. It will in addition be based on a number of assumptions that may or may not be accurate or applicable to you. No responsibility is taken for any action or omission that you may take based on in connection with or in reliance upon any information shown in Monitoring.

K) OTHER LIMITS ON OUR SERVICE

Other limitations and restrictions on the use of services

      • We do not guarantee the availability of any particular Practitioner at any particular time. We will do what we can to arrange a consultation with a Practitioner as soon as possible, but do not guarantee to offer consultations within a particular time. Consultations generally are limited to 15 minute durations.
      • Practitioners may hold different clinical opinions on the same medical condition or symptoms and, provided these opinions are reasonably held, the fact that two or more Practitioners give different opinions in the course of service provision does not necessarily indicate that our services are defective.
      • We do not tolerate abuse or offensive behavior towards Practitioners.
      • Our services are designed to be accessed remotely by any of our customers, and are not designed for non-English, urdu and/or Punjabi speakers.
      • We may need to ask you for certain personal information in order to provide our services. If you do not provide this information when requested, we may be unable to provide our services.
      • The App has not been developed to meet your individual requirements. It is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.
      • While certain information controlled, generated by, displayed within or stored in the App may be helpful in providing warning of certain medical or health conditions or circumstances, the App is not designed as, nor may you use it as, a device to detect, diagnose, treat or monitor any medical or health condition or to establish the existence or absence of any medical or health condition.
      • We may suspend your access to services or terminate your account with us if your use of services breaches any of these terms.

L) ACCESSING OUR SERVICES

How to access our services, and limitations and other terms concerning access

      • Our services are accessed remotely using the internet, data networks and devices which can access the internet (“Infrastructure”) and operate the App and our Websites. We make the App and our Websites available for access using Infrastructure, but are not responsible for Infrastructure ourselves. If you wish to use the services, you should ensure you have an internet-enabled device and a sufficient internet connection available.
      • Technical or security threats or issues affecting the Infrastructure may require us to suspend our services in order to ensure they are secure and/or operating optimally. We will minimize these suspensions, but are not responsible to refund charges or compensate you if they occur, unless they exceed 30 days in aggregate in any 12 month period, in which event you may cancel your agreement with us.
      • When you use the App or send e-mails to us, you are communicating with us electronically. We will communicate with you by e-mail or by posting notices, alerts, prompts, information fields or other information through the App as is necessary to deliver the services to you.
      • We operate anti-virus and malicious software prevention measures on the Websites and our App, but we cannot guarantee that our services will always be virus-free. You should ensure that your devices used to access services are protected against viruses and malicious software. You must not use or expose the App or the Websites to virus or malicious software contamination.
      • You must not attempt to gain unauthorized access to the services, App or Websites. Installation of the App on a device that has had its operating system compromised by the process of Jailbreaking (Apple iOS) or Rooting (Android) is not permitted and may result in the security of your personal data being compromised.

M) CHANGES TO THESE TERMS

What happens if we change these terms?

    • We may need to change these terms sometimes, for example, when the rules regulating our services change, in order to ensure that our services are secure and your information is safe, or when we update or modify our services or our Charges. If we make a change to these terms that affects your rights or obligations, we will notify you.

N) HOW WE MAY USE YOUR PERSONAL INFORMATION

How we use your information

    • We use your personal information in accordance with our Privacy Policy. Please take the time to read it as it includes important details about how we secure and process your data.

O) LIMITATIONS ON SERVICE PROVISION

Sometimes, you will not be able to receive services – this section explains why

      • We may not be able to provide our services if they are affected by events outside our control. We are not responsible to you if this happens, but if it does, we will notify you as soon as we can and take the steps that we reasonably can to minimize the interruption to our services.
      • If there is the risk of a delay of more than 2 weeks to service performance, you may cancel your agreement with us (and we may do the same).

P) OUR LIABILITY TO YOU

Because these terms are part of a binding legal agreement, we must compensate you for loss you suffer if our service doesn’t comply with these terms. However, we don’t compensate you for all losses. This section is important as it explains those things.

      • If we break any of these terms and you suffer loss or damage, we are responsible for compensating you for that loss or damage if it was a foreseeable result of our breaking of these terms.
      • We are not responsible for compensating you for loss or damage that is not a foreseeable result of breaking these terms. Nor will we be liable for indirect, incidental, special or consequential damages.
      • If we provide digital content that is defective and damages a device or other digital content belonging to you, and we have not used our reasonable skill and care, we will compensate you or repair the device or content (at our election).
      • We will not be liable for any loss or damage resulting from defective digital content where you have failed to follow our usage instructions or advice in these terms.
      • We design our services, the App and the Websites to keep your personal health data secure and it is important that you follow the usage instructions and advice in these terms in order to keep your data safe. We are not liable for loss or unauthorized access to your data where it results from you not following these instructions and advice.

Q) OUR BRAND AND CREATIVE MATERIAL

The basis on which you use our App, Websites and services

      • We own copyright and other intellectual property rights in the App, Websites, our services and their content (“AugmentCare”).
      • You are permitted to use AugmentCare application in order to receive our services, store it on your device and print copies of it for your personal use. You may communicate material contained AugmentCare app to your GP or another medical practitioner. You are not permitted to copy, distribute or make any business use of AugmentCare app contents.
      • The Instant Doctor and/or AugmentCare mark, logo, combined mark and logo and other marks indicated in our App are our trademarks of the Company or its affiliates in Pakistan and Other coutries. Other graphics, logos, page headers, button icons, scripts, and service names are trademarks of other businesses or our affiliates or Partners.

R) LICENCE AND APP USE

You are allowed to use the App but not copy it or distribute it

      • We grant you a limited license to access and make personal use of the App and not to modify it, or any portion of it, except with our express written consent of the Company. This license does not include any resale or commercial use of the App or its contents; any derivative use of the App or its contents; or any use of data mining, robots, or similar data gathering and extraction tools.
      • The App or any portion of the App may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent. Any unauthorized use terminates the permission or license granted by the Company.
      • You may not use any logo or other proprietary graphic or trademark of ours, our Partners or affiliates without our express written permission.
      • The App or any Service may contain links to other independent third party websites (“Third party Sites”). Third party Sites are not under our control, and we are not responsible for and do not endorse their content. You will need to make your own independent judgments regarding your interaction with any Third party Sites, including the purchase and use of any products or services accessible through them.
      • If any open-source software is included in the App, the terms of an open-source license may override some of the terms set out in this section.

S) COMPLAINTS AND DISPUTES

What happens if you have a complaint about our services or disagree with us about anything to do with these terms.

  • You can always give us feedback on our services by emailing us via the details provided in the ‘About’ section above.
  • If you have a complaint about our services, we would like to resolve it as soon as possible. Please tell us about your complaint as soon as you can so that we can do this.
  • If you wish to make a formal complaint about our services, you should do so as soon as possible by emailing us via the details provided in the ‘About’ section above. We may ask you for certain details about you and your complaint in order to address it. Please provide these as soon as you can so that we can resolve your complaint quickly.
  • Our Practitioners are registered healthcare professionals, and we will handle your complaint in an appropriate way, as required to do so by the professional rules that apply to our Practitioners and to our services, and following our complaints procedure.
  • We will tell you the outcome of our investigation into your complaint and give you the chance to discuss it with us. If we have done something wrong, we will apologise to you.
  • If any disagreement between you and us arises in connection with these terms, we will attempt to resolve it by discussing it with you.
  • These terms are governed by Pakistani law and the Pakistani courts shall have exclusive jurisdiction to hear any claim arising out of or in connection with these terms or the use of our products and services.

T) OTHER IMPORTANT TERMS

Other provisions explaining how we may exercise our rights under these terms

  • If there is any proposed transfer of our rights and obligations under these terms, we will always notify you in writing and this will not affect your rights under these terms.
  • As our services are personalised, you may only transfer your rights or your obligations under these terms to another person if we agree.