Dr.Hero Terms & Conditions
Our goal is to improve the world’s health, one patient at a time. So it is great that you have chosen to be a part of this journey with us.
Before we get started, please remember that dr.hero should not be used in the event of an emergency. Please ensure that you call 998 or go to your nearest Accident and Emergency unit.
Before you start using the dr.hero App, please read these T&Cs which set out some important information including
You are required to accept these T&Cs before you use the dr.hero App. If you would like to query anything beforehand then please feel free to contact dr.hero Support at support@drhero.ae.
1. Who we are
1.1 RAW Medical Services LLC (xxxxxxx) located in Dubai, UAE, is the owner of the platform used to provide digital healthcare through a computer or smartphone application (the “dr.hero Platform”) to patients who have downloaded the app (the “dr.hero App”). The dr.hero App can be used to, amongst other things, book an appointment with a licensed healthcare practitioner, which includes GPs and specialists (“Healthcare Practitioner”) for medical advice via a digital video consultation which will be provided by the Healthcare Practitioner on behalf of a licensed healthcare provider (“Medical Consultation”).
1.2 RAW Medical is not a licensed healthcare provider and takes no responsibility for the content or quality of medical advice provided within or in connection with a Medical Consultation.
1.3 All Medical Consultations delivered via the dr.hero App are delivered by a Healthcare Practitioner on behalf of a licensed healthcare provider (“Healthcare Provider”). You will be notified of the actual Healthcare Provider at the time of booking your Medical Consultation.
1.4 My Skin Clinic LLC, a company registered in UAE and an affiliate of RAW Medical, is a Healthcare Provider and is registered with the DHA and MOH in Dubai.
1.5 Dr.hero will provide you with certain services to support your Medical Consultation and unless specified otherwise, will also be your Healthcare Provider.
1.6 Any references to “we”, “us” and “our” in these T&Cs are references to RAW Medical and/or dr.hero as relevant.
2. Dr.hero services
2.1 There is currently one way to have a Medical Consultation through the dr.hero App:
2.1.1 Dr.hero has partnered with a number of GPs and specialists in UAE (“Partners”) to enable patients registered at one of these Partners to access Medical Consultations via the dr.hero App.
2.1.2 To enable dr.hero to provide healthcare to all patients in England, dr.hero has launched a pay-as-you-go service that enables patients to access Medical Consultations via the dr.hero App for a fee (“Pay-as-you-go Service”).
3. Conditions of use
3.1 You must be 18 years of age or older to register.
3.2 The Account Holder is responsible for each action taken when using the Account.
3.3 An Account may only be used by the user to whom the Account is registered and may not be transferred or leased to anyone else. However, a guardian has the right to use the service and the Account on behalf of a child provided that the child is under eighteen (18) years of age.
3.4 Dr.hero is not responsible for the misuse of the Account by third parties or for the consequences and possible damages thereof.
3.5 The Account Holder is responsible for ensuring that the Account is used in accordance with the Agreement, other terms and conditions set out in the App, and applicable law at any given time.
3.6 The Account Holder is solely responsible for the information it publishes on or through the App and is thus solely responsible for the content therein.
3.7 Content published or provided by dr.hero in the App/Website is a complement to the medical advice provided by the Healthcare Provider and is not intended to be used in place of a doctor’s assessment, diagnosis, or treatment for any disease.
3.8 The use of the App/website is only a complement to the usual care and is intended as an aid for Healthcare Providers to provide effective care to their patients. Dr.hero does not in any respect bear responsibility as a Healthcare Provider.
3.9 Taking into account the technical design of the service, the App and the service are limited to certain specific types of illness, which at any given time are specified in the App/website.
4. How the Pay-as-you-go Service on the dr.hero App works
4.1 You will need to download the dr.hero App and complete the account registration process which involves the following steps:
4.1.1 provision by you of certain basic personal information. Please note that you must be at least 18 years old to use the dr.hero App;
4.1.2 acceptance by you to these terms and conditions and an acknowledgment that you have read our Privacy Policy; and
4.1.3 verification of your identity (“KYC”) by uploading an image of an official photo ID document (for example passport or national ID) and a selfie which we will use to compare with your ID. If you have any issues or queries, please contact dr.hero’s support team via email at support@drhero.ae or by telephone by calling +971-507438015. Please note that you will not be able to have a Medical Consultation until you have met our ID verification requirements.
4.2 Once your account has been registered you will be able to book a Medical Consultation. You can upload photos before your Medical Consultation which may be useful for the Healthcare Practitioner to see. Please note that not all medical conditions are suitable for a digital consultation and you should not use the dr.hero App in cases of emergency.
4.3 You will pay for the Medical Consultation via the dr.hero App using our third-party payment provider. Please refer to their website for their terms and conditions. We reserve the right to change the price of the Pay-as-you-go Service from time to time.
4.4 The Medical Consultation will take place and My Skin Clinic LLC will be the Healthcare Provider.
4.5 At the start of the Medical Consultation the Healthcare Practitioner will confirm your video likeness matches the selfie you provided in order to confirm your identity and protect the confidentiality of your medical record. If the Healthcare Practitioner is unable to confirm your identity to their satisfaction, your Medical Consultation will be terminated.
4.6 It is not possible currently to offer appointments for children on the Pay-as-you-go Service.
5. During your Medical Consultation
5.1 All GPs conducting Medical Consultations on the dr.hero App are registered with their respective healthcare authority in the UAE.
5.2 You will provide the Healthcare Practitioner with accurate information as requested and any information which you feel is relevant for them to know.
5.3 You agree to treat all of our staff and all Healthcare Practitioners which whom you come into contact, with dignity and respect. We do not tolerate any abusive or offensive language or behavior and reserve the right to terminate your account and block access to the dr.hero App in the event that you are in breach of this.
5.4 If you are using our Pay-as-you-go Service then you will be asked to consent to the dr.hero Healthcare Practitioner accessing your summary care record if you have one.
5.5 We are unable to treat children under 16 years of age without having access to their summary care records.
6. Outcomes from your Medical Consultation
6.1 If the Healthcare Practitioner determines during your Medical Consultation that you require:
6.1.1 a prescription, then this will be sent to you through the dr.hero app. In the future, we might be able to send it directly to online pharmacies to deliver the prescribed medicine to your home, or location of your choice.
6.1.2 a sick note, then this will be sent directly to your account in the dr.hero App.
6.2 Please note that we do not provide prescriptions for controlled drugs.
7. Charges
7.1 If you are using the Pay-as-you-go Service then payment will be made via the dr.hero App before you have the Medical Consultation. In the event that the Healthcare Practitioner provides a prescription then this will be a private prescription and accordingly the cost of the medication will be set by the pharmacy which fulfills it. Please see section 12 below for details of our refund policy.
8. Marketing
8.1 By registering for an account in the dr.hero App, you accept and confirm that your contact details may be used by RAW Medical to send offers and information related to the service via email and push notifications. You can opt-out of email marketing and push notifications at any time by changing your settings in the dr.hero App or through the opt-out link provided in all marketing communications sent to you.
9. Cancellation of video consultation and refunds
9.1 All purchases are non-refundable. You can cancel your subscription at any time by contacting us using the contact information provided below. You may however reschedule your appointment as per the terms and conditions and claim a voucher/free appointment in case of doctor-no-show.
9.2 If you would like to claim a refund in any other situation then please contact dr.hero Support at support@drhero.ae or by calling +971-507438015.
10. RAW Medical Services’ Responsibilities
10.1 Although RAW Medical makes reasonable efforts to keep the information in the dr.hero App up to date, RAW Medical does not make any representations, warranties, or guarantees, whether expressed or implied, that the content in the dr.hero App is accurate, complete or up to date. Content in the dr.hero App is not intended to be medical advice. It is provided for general information only and must not be used as a substitute for a healthcare provider’s assessment, diagnosis, or treatment of any illness or disease.
10.2 RAW Medical does not warrant that the availability of the dr.hero App will be free from disruptions. Disruptions may be caused by a variety of factors including:
a) errors/problems with your hardware/equipment, network, software, or errors in software that is part of a third-party product;
b) other circumstances that you are responsible for;
c) a virus on your device or other security threat; or
d) a circumstance outside of our control.
Disruptions or errors in the dr.hero App’s availability should be reported without delay to dr.hero Support at support@drhero.ae or by calling +971-507438015.
11. dr.hero’s Responsibilities
11.1 Where dr.hero is the responsible Healthcare Provider, dr.hero will ensure that the Medical Consultation is provided using a level of reasonable skill and care by a Healthcare Practitioner. The Healthcare Practitioners will be either employed by dr.hero or will provide their services by way of a third party.
11.2 dr.hero Support will support you with any queries related to your Medical Consultation. You can contact them at support@drhero.ae or by calling +971-507438015.
11.3 Please note that some of the content, text, data, graphics, images, information, suggestions, guidance and other material (collectively, “Information”) that may be available on the Website (including information provided in direct response to your questions or postings) may be provided by individuals in the medical profession. The provision of such Information does not create a licensed medical professional/patient relationship, between dr.hero and you and does not constitute an opinion, medical advice, diagnosis, or treatment of any particular condition, but is only provided to assist you with locating appropriate medical care from a qualified practitioner.
11.4 It is hereby expressly clarified that the Information that you obtain or receive from dr.hero, and its employees, contractors, partners, sponsors, advertisers, licensors, or otherwise on the Website is for informational purposes only. We make no guarantees, representations, or warranties, whether expressed or implied, with respect to professional qualifications, quality of work, expertise, or other information provided on the Website. In no event shall we be liable to you or anyone else for any decision made or action taken by you in reliance on such information.
11.5 The Services are not intended to be a substitute for getting in touch with emergency healthcare. If you are an End-User facing a medical emergency (either on your or another person’s behalf), please contact an ambulance service or hospital directly.
12. Our Liabilities
12.1 If we fail to comply with our obligations as set out in these T&Cs, and you are not in breach of any of your obligations, then we will be responsible for the loss or damage you suffer that is a foreseeable result of our breach of these T&Cs or our failure to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these T&Cs, both you and we knew it might happen.
12.2 Liability is not excluded or limited in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors; or for fraud or fraudulent misrepresentation.
12.3 The dr.hero App is provided on an “as is” basis without any warranties.
13. Your Responsibilities
13.1 You are responsible for ensuring that all information and contact details provided to us are relevant, correct, and kept up to date. Any changes to information must be reported without delay, by contacting dr.hero Support at support@drhero.ae or by calling +971-507438015.
13.2 With respect to the Pay-as-you-go services, you are responsible for providing us (or our agent as relevant) with valid identification documents which prove your identity (and with respect to child appointments, which prove your parental responsibility for that child) and you warrant that you have done so. You acknowledge and accept that we have no liability for any injury, damage, loss or other detriments that you suffer as a result of incorrect identification documents being provided to us or our agents.
13.3 You are responsible for all actions relating to the use of your account in the dr.hero App and shall ensure that your account is used in accordance with these T&Cs. Your account may only be used by you and may not be used by, or transferred to, another person. The only exception to this rule is legal guardians who may use their own account on behalf of a child, provided that the child is between the ages of 2 and 16.
13.4 If you know or suspect that anyone other than yourself has obtained access to your account, you must promptly notify dr.hero Support by emailing support@drhero.ae or by calling +971-507438015.
13.5 We do not guarantee that the dr.hero App will be free from faults and we will not be responsible for any damage caused as a result of using the dr.hero App.
13.6 You must not (i) misuse the dr.hero App by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful; (ii) attempt to gain unauthorised access to the dr.hero App, the server on which the dr.hero App is stored or any other server, computer or database connected to the dr.hero App; or (iii) attack the dr.hero App via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, you would commit a criminal offence. We will report any such breach to the relevant law enforcement authorities and will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the dr.hero App will cease immediately.
13.7 If you are a resident of UAE then you are permitted to use the dr.hero App outside of the UAE but it is then your responsibility to ensure whether this is in accordance with the laws of the country where you are located. We provide our services in accordance with UAE laws and regulations and cannot guarantee that this will comply with the rules of the country where you are located.
14. Intellectual Property Rights
14.1 We own or have a licence to use, all intellectual property rights (including copyright, trademarks etc) in the dr.hero App, the dr.hero Platform, the dr.hero website (drhero.ae), our services and their content (“IPR”).
14.2 We agree to grant you a limited licence to access and make personal use of the dr.hero App. You must not use our IPR in any other manner, which includes, but is not limited to, copying, distributing or making commercial use of our IPR.
14.3 You must not reproduce, duplicate, copy, sell or otherwise commercially exploit the dr.hero App or the dr.hero Platform without our express written consent.
14.4 You must not use any of our logos or trademarks without our express written permission.
15. Unauthorised use and information
15.1 We take all forms of unauthorised use of your account and the dr.hero App in breach of these T&Cs and/or our policy regarding security, ethics, etc. seriously. You are not, among other things, permitted to record any Medical Consultations or take photos or screenshots of the Healthcare Practitioner performing the Medical Consultation. If you breach these T&Cs, or we suspect that your actions will lead to a breach, then we may take action against you, including terminating the Medical Consultation and blocking you from the dr.hero App.
15.2 We reserve the right to, with reasonable prior notice to you, remove information from the dr.hero App, close your account or pursue other measures due to your breach of these T&Cs, to protect the accountability or reputation of the dr.hero App. We also reserve the right to cancel the agreement between us in accordance with clause 16 below.
15.3 If you have breached these T&Cs or used the dr.hero App in an unlawful or unauthorised manner, you are responsible for compensating us for any damage that results from such actions (including, but not limited to, legal fees and other claims from third parties).
16. Term and cancellation
16.1 If you register an account with dr.hero, you may at any time cancel your account with immediate effect. In the event of cancellation, we will remove all access to your cancelled account and any stored information relating to you will be processed as further set out in our Privacy Policy.
16.2 You may request that we delete your data and we will comply with such request in accordance with our Privacy Notice.
16.3 We may terminate your access to the dr.hero App, effective immediately, if you are in breach of these T&Cs. In the event of such a cancellation, your account will be terminated. Information about you that has been stored will be processed as further set out in our Privacy Policy.
16.4 If your account has been terminated in accordance with this clause then you must not re-register or register a new account without our express written permission. Please contact dr.hero Support at support@drhero.ae or by calling +971-507438015.
17. Product development and changes in T&Cs
17.1 We reserve the right to change the scope and function of your account and the dr.hero App. Product and service developments could relate to, although not exclusively, layout, content or functions and may entail alterations to these T&Cs. Such changes will be communicated through the dr.hero App and/or via email. The T&Cs in force will be available on the dr.hero App.
17.2 Updates to the dr.hero App will be made available from time to time and you are required to download these to ensure that you can make use of all functions within the dr.hero App and that you have accepted the latest version of these T&Cs. You may be prevented from having a Medical Consultation until you have done so.
17.3 The dr.hero App can only be used on iOS devices running iOS 11 or higher, or Android-enabled phones running Android v6.0 or higher. A consistent 4G or faster data connection (e.g. a fast Wi-Fi connection) is required and the dr.hero App does not operate reliably on 3G, GPRS or EDGE connections.
18. Inability to deliver the service
18.1 We may not be able to provide Medical Consultations or otherwise make the dr.hero App available to you in the event that circumstances arise which are outside our control, for example, a strike, fire, government authority action, labour disputes, accidents, closures or malfunctions of public communication systems.
18.2 In the event that any of the circumstances listed in 17.1 above continues for a period of one (1) month, both you and we will have the right to immediately terminate the agreement between us as set out in these T&Cs.
19. Notifications
19.1 You must provide us with the email address and phone number for which you wish to receive confirmations, reminders and other notifications from us. In the event your contact details change, you must notify us of your contact details without delay. Other notifications should be communicated via email.
19.2 The notification is considered to be delivered:
a) if sent by email or text message; when delivery to the recipient is confirmed
b) if sent by pre-paid mail, two days after submission to the post-service; or
c) if sent by courier; upon delivery/acceptance by the recipient.
20. Personal Data
20.1 We refer to our Privacy Policy for detailed information on how we process your personal data including clear instructions on your rights and how you can exercise such rights.
21. Complaints
21.1 If you have any complaints about the services that we provide or a dispute regarding these T&Cs then please submit your complaint to support@drhero.ae.
21.1 These T&Cs are subject to the laws of the UAE and the courts of the UAE have exclusive jurisdiction to hear any claim arising out of them.
22. General conditions
22.1 The agreement between you and us, as set out in these T&Cs, is personal to you and may not be transferred by you to other people without our express written consent. Only you can enforce these T&Cs, although you can enforce them in respect of a child who has made use of our services in accordance with these T&Cs.
22.2 We reserve the right to employ sub-suppliers to fulfill our rights and obligations under these T&Cs.