Terms and Conditions and Acceptable Use Policy

2. Contractual relationship and legal capacity

1. These Terms constitute a binding electronic contract between the User and DocLine.
2. By accessing the Platform, creating an account, or completing a booking, the User confirms full and unconditional acceptance of these Terms.
3. The User represents that they have full legal capacity to contract (having attained the legal age of majority), or that the booking is made under the supervision and with the consent of a parent or legal guardian.
4. DocLine may update or amend these Terms at any time. Amendments take effect upon publication on the Platform.

3. Nature of the service and medical disclaimer

1. Nature of the Platform. DocLine provides technical intermediation to facilitate the discovery, booking, and management of medical appointments. It is not a healthcare establishment and does not provide clinical care.
2. Doctor–patient relationship. The medical and therapeutic relationship arises exclusively and directly between the patient and the treating doctor. The medical facility or doctor bears full professional and legal responsibility for diagnosis, advice, quality of care, and compliance with applicable medical licences.
3. Emergencies and critical conditions. The Platform is not designed for urgent or life-threatening medical emergencies. If you are experiencing an emergency or a threat to life, go immediately to the nearest hospital emergency department or call the ambulance service (123 in Egypt).

4. Accounts, information, and verification

1. The User undertakes to provide accurate, current, and complete information when registering or booking, including full name, mobile number, and email address.
2. The User is solely responsible for keeping account credentials and passwords confidential, and for all activity conducted through the account.
3. DocLine may verify registered telephone numbers and other details by one-time passwords (OTP) or other appropriate technical means, and may suspend accounts that use fictitious or misleading information.

5. Booking, cancellation, and no-show policy

1. Booking confirmation. A booking is confirmed once an electronic confirmation is received through the Platform or by SMS or WhatsApp.
2. Attendance. The patient must attend the clinic or centre at the appointed time, or earlier by the interval specified by the clinic in order to complete registration formalities.
3. Cancellation and rescheduling. Users may cancel or amend a consultation appointment free of charge up to the notice period displayed at the time of booking.
4. Repeated no-shows. If a User repeatedly books appointments and fails to attend without prior cancellation, DocLine may restrict booking options on the account, require prepaid electronic payment, or suspend the account in order to protect doctors’ schedules.

6. Fees and financial terms

1. Consultation and medical service fees displayed on the Platform are set by each doctor or medical centre.
2. Where prepaid electronic payment is available (including bank cards and e-wallets), transactions are processed through licensed payment gateways that comply with applicable security standards.
3. If a booking is cancelled in accordance with the applicable cancellation policy, amounts paid electronically will be refunded to the original payment method within the usual banking timeframe for refunds.

7. Reviews policy

1. The Platform allows patients who have completed an actual visit to rate their experience and share feedback about the doctor and the service.
2. Reviews must be objective and based on a genuine experience. The following are strictly prohibited:
   • offensive language, personal attacks, or defamatory statements against doctors or medical staff;
   • misleading or fabricated reviews intended to obtain a personal advantage or to harm a Healthcare Provider.
3. DocLine may review and remove any review that breaches public morals or applicable law, without prior notice.

8. Intellectual property and limited licence

1. DocLine grants the User a limited, personal, non-exclusive, and revocable licence to access and use the Platform for its intended individual purposes.
2. All intellectual property rights in the Platform, including designs, doctor and specialty databases, source code, trade marks, and logos, are the exclusive property of DocLine.
3. Prohibited technical conduct. Users must not:
   • extract Platform, doctor, or pricing data through automated scraping, crawling, or data-mining tools;
   • attempt to decompile, reverse-engineer, republish, or redistribute doctor data for commercial or competitive purposes;
   • disrupt Platform servers or send automated or repeated requests intended to overload or abuse the Service.

9. Confidentiality and privacy

1. DocLine is committed to protecting users’ personal data and privacy in accordance with applicable legislation, including Egyptian Law No. 151 of 2020 on the Protection of Personal Data.
2. Patient information (including name, age, and booking history) is shared only with the relevant doctor or medical centre as necessary to arrange the consultation and deliver the booked service.

10. Force majeure and limitation of liability

1. DocLine is not legally liable for delay or failure to provide the Service caused by circumstances beyond its reasonable control, including general internet outages, telecommunications failures, governmental measures, natural disasters, or disruption of medical facilities.
2. The Platform does not guarantee the absence of waiting times at clinics arising from emergencies or extended consultations. Management of waiting rooms remains the responsibility of the clinic.

11. Suspension of accounts and termination

DocLine may immediately suspend or terminate a User’s access to the Service, without recourse to the courts, in the following cases:

• confirmed fictitious or fraudulent bookings;
• verbal abuse or misconduct towards Healthcare Providers or customer-support staff;
• breach of any provision of this document or of applicable regulations.

12. Governing law and jurisdiction

This document is governed by and shall be construed in accordance with the laws of the Arab Republic of Egypt. The competent courts of Cairo shall have exclusive jurisdiction over any dispute or claim arising out of use of the Platform or these Terms, at all levels of litigation.

13. Contact and customer support

For enquiries or complaints relating to bookings or use of the Platform, please contact the support team through the official channels published on the Platform, including email, in-app chat, and the Platform’s WhatsApp channel.