Terms and Conditions for helloDoctor use

  1. Use of helloDoctor. Telemed Medical Services, Queen Elizabeth St, Arada Subcity, Woreda 07, Ho. Nr. 047, Addis Ababa, Ethiopia (“helloDoctor”,“Telemed”, “Company”, “we”, “us”, or “our”) operates the helloDoctor Service accessed through our short code numbers 8896, 8192 (“Short Code”), our website www.hellodoctorethiopia.com and associated social networking website pages (“Site”), our mobile apps (“Apps”), USSD (“USSD”), our voucher cards (“Vouchers”), corporate and other subscription services (“Subscription”) and other related channels with links to these Terms of Use (collectively, the “Portals”). We offer telehealth services enabling our Clients (“Clients”) to report their health history and engage healthcare professionals (“health professionals”) to obtain medical and healthcare services (“Services”). By accessing and using the services, you agree to be bound by these Terms of Use and all other terms and policies that appear on the Site/Portals. If you do not wish to be bound by any of these Terms of Use, you may not use the Portals or the Services.
  2. Healthcare Services. All of the health professionals who deliver Services through helloDoctor are independent professionals solely responsible for the services each provides to you. helloDoctor does not practice medicine or any other licensed profession, and does not interfere with the practice of medicine or any other licensed profession by Health professionals, each of whom is responsible for his or her services and compliance with the requirements applicable to his or her profession and license. Neither helloDoctor nor any third parties who promote the Services or provide you with a link to the Service shall be liable for any professional advice you obtain from a health professional via the Services.
  3. Portal/Site Content. None of the Portal/Site content (other than information you receive from Health professionals) should be considered medical advice or an endorsement, representation or warranty that any particular medication or treatment is safe, appropriate, or effective for you.
  4. Informed Consent.
    A.
     Telehealth is the delivery of health care services using interactive video and/or audio technology, where the patient and the health care professional are not in the same physical location. During your telehealth consultation with a Health professional, details of your health history and personal health information may be discussed with you through the use of interactive video, audio and other telecommunications technology, and your Health professionals may perform a physical examination through these technologies.
    B. The telehealth Services you receive from Health professionals are not intended to replace a primary care physician relationship or be your permanent medical home. You may form an ongoing treatment relationship with some Health professionals. However, your initial visit with a Health professional will begin as a consultation (e.g. to determine the most appropriate treatment setting for you to receive care) and will not necessarily give rise to an ongoing treatment relationship. You should seek emergency help or follow-up care when recommended by Health professionals or when otherwise needed, and continue to consult with your primary care physician and other healthcare professionals as recommended. We may make arrangements for follow up care either through helloDoctor or other healthcare providers. You will have direct access to customer support services to follow up on medication reactions, side effects or other adverse events. Among the benefits of our Services are improved access to healthcare professionals and convenience. However, as with any health service, there are potential risks associated with the use of telehealth. These risks include, but may not be limited to:

    • In rare cases, information transmitted may not be sufficient (e.g. poor voice connection or resolution of images) to allow for appropriate health care decision making by the Health professionals;
    • Delays in evaluation or treatment could occur due to failures of the electronic equipment. If this happens, you may be contacted by phone or other means of communication.
    • In rare cases, a lack of access to all of your health records may result in adverse drug interactions or allergic reactions or other judgment errors;
    • Although the electronic systems we use will incorporate network and software security protocols to protect the privacy and security of health information, in rare instances, security protocols could fail, causing a breach of privacy of personal health information
  1. By accepting these Terms of Use, you acknowledge that you understand and agree with the following:
    • You understand that you may expect the anticipated benefits from the use of telehealth in your care, but that no results can be guaranteed or assured.
    • If your health insurance coverage does not include or is not sufficient to satisfy the Services charges in full, you may be fully or partially responsible for payment.
    • Your Health professionals may determine that the Services are not appropriate for some or all of your treatment needs, and accordingly may elect not to provide telehealth services to you.
    • With respect to psychotherapy, you are entitled to receive information from your Health professionals about the methods of therapy, the techniques used, the duration of your therapy (if known), and the fee structure. You can seek a second opinion from another therapist or terminate therapy at any time.
  1. Privacy. helloDoctor is required to comply with the federal health care privacy and security laws and maintain safeguards to protect the security of your health information. Additionally, the information you provide to your Health professionals during a medical consultation or therapy session is legally confidential, except for certain legal exceptions As part of providing you the Services, we may need to provide you with certain communications, such as appointment reminders, service announcements, customer satisfaction survey calls and administrative messages. These communications are considered part of the Services and your Account.
  2. User Accounts. When you register on the Site, Apps, USSD or Subscription, you may be required to create an account (“Account”) by entering your name, email address, password and certain other information collected by helloDoctor (collectively “Account Information”). To create an Account, you must be of legal age to form a binding contract. If you are not of legal age to form a binding contract, you may not register to use our Services. You agree that the Account Information that you provide to us at all times, including during registration and any information you provide through the Portals will be true, accurate, current, and complete. You may not transfer or share your Account password with anyone, or create more than one Account (with the exception of subaccounts established for children of whom you are the parent or legal guardian). You are responsible for maintaining the confidentiality of your Account password and for all activities that occur under your Account. helloDoctor reserves the right to take any and all action, as it deems necessary or reasonable, regarding the security of the Portals and your Account Information. In no event and under no circumstances shall helloDoctor be held liable to you for any liabilities or damages resulting from or arising out of your use of the Portals, your use of the Account Information or your release of the Account Information to a third party. You may not use anyone else’s account at any time.
  3. Use of the Services by Children. The Services are available for use by children, but the Client for all patients under the age of 18 must be the patient’s parent or legal guardian. If you register as the parent or legal guardian on behalf of a minor, you will be fully responsible for complying with these Terms of Use.
  4. Access Rights. We hereby grant to you a limited, non-exclusive, nontransferable right to access the Portals and use the Services solely for your personal non-commercial use and only as permitted under these Terms of Use and any separate agreements you may have entered into with us (“Access Rights”). We reserve the right, in our sole discretion, to deny or suspend use of the Portal/ Site or Services to anyone for any reason. You agree that you will not, and will not attempt to: (a) impersonate any person or entity, or otherwise misrepresent your affiliation with a person or entity; (b) use the Site/Portals or Services to violate any local, regional, national or international law; (c) reverse engineer, disassemble, decompile, or translate any software or other components of the Site/ Portals or Services; (d) distribute viruses or other harmful computer code through the Site/ Portals or (e) otherwise use the Services or Site/ Portals in any manner that exceeds the scope of use granted above. In addition, you agree to refrain from abusive language and behavior which could be regarded as inappropriate, or conduct that is unlawful or illegal, when communicating with Health professionals through the Site/ Portals and to refrain from contacting Health professionals for telehealth services outside of the Portals/ Site. helloDoctor is not responsible for any interactions with Health professionals that are not conducted through the Portals/ Site. We strongly recommend that you do not use the Services on public computers. We also recommend that you do not store your Account password through your web browser or other software.
  5. Fees and Purchase Terms. You agree to pay all fees or charges to your Account in accordance with the fees, charges, and billing terms in effect at the time a fee or charge is due and payable. By providing helloDoctor with your payment information, you agree that helloDoctor is authorized to immediately invoice your account for all fees and charges due and payable to helloDoctor hereunder and that no additional notice or consent is required. If your health plan, employer or Insurance agency has arranged with helloDoctor to pay the fee or any portion of the fee, or if the fee is pursuant to some other arrangement with helloDoctor, that fee adjustment will be reflected in the fee that you are ultimately charged. Please check with your employer, insurance plan or agency to determine if any Services will be reimbursed. If you do not have insurance coverage for Services, or if your coverage is denied, you acknowledge and agree that you shall be personally responsible for all incurred expenses. helloDoctor offers no guarantee that you shall receive any such reimbursement. helloDoctor reserves the right to modify or implement a new pricing structure at any time prior to billing you for your initial payment or for future payments due pursuant to these Terms of Use. You understand and agree that for Services provided on an appointment basis, you will be responsible for a missed appointment fee equal to the fees you and your insurer or other payor would have paid for the scheduled services if you do not cancel a scheduled appointment at least 24 hours in advance.
  6. Website Links. WE WILL NOT BE LIABLE FOR ANY INFORMATION, SOFTWARE, OR LINKS FOUND AT ANY OTHER WEBSITE, INTERNET LOCATION, OR SOURCE OF INFORMATION, NOR FOR YOUR USE OF SUCH INFORMATION, SOFTWARE OR LINKS, NOR FOR THE ACTS OR OMISSIONS OF ANY SUCH WEBSITES OR THEIR RESPECTIVE OPERATORS.
  7. Ownership. The Site/ Portals and its entire contents, features and functionality (including but not limited to all information, software, text, displays, images, video and audio, and the design, selection and arrangement thereof), are owned by the Company, its licensors or other providers of such material and are protected by Ethiopian and international copyright, trademark, patent, trade secret and other intellectual property or proprietary rights laws. These Terms of Use permit you to use the Site/ Portals for your personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store or transmit any of the material on our Site/ Portals except as generally and ordinarily permitted through the Site according to these Terms of Use. You must not access or use for any commercial purposes any part of the Site or any services or materials available through the Site.
  8. Trademarks. Certain of the names, logos, and other materials displayed on the Site/ Portals or in the Services may constitute trademarks, trade names, service marks or logos (“Marks“) of helloDoctor or other entities. You are not authorized to use any such Marks without the express written permission of helloDoctor. Ownership of all such Marks and the goodwill associated therewith remains with us or those other entities.
  9. Termination. You may deactivate your Account and end your registration at any time, for any reason by sending an email to info@hellodoctorethiopia.com. helloDoctor may suspend or terminate your use of the Site/ Portals, your Account and/or registration for any reason at any time. Subject to applicable law, helloDoctor reserves the right to maintain, delete or destroy all communications and materials posted or provided to the Site/ Portals pursuant to its internal record retention and/or content destruction policies. After such termination, helloDoctor will have no further obligation to provide the Services, except to the extent we are obligated to provide you access to your health records or Health professionals are required to provide you with continuing care under their applicable legal, ethical and professional obligations to you.
  10. Right to modify. We may at our sole discretion change, add, or delete portions of these Terms of Use at any time on a going-forward basis. Continued use of the Site/ Portals and/or Services following notice of any such changes will indicate your acknowledgement of such changes and agreement to be bound by the revised Terms of Use, inclusive of such changes.
  11. DISCLAIMER OF WARRANTIES. YOU EXPRESSLY AGREE THAT USE OF THE SITE OR SERVICES IS AT YOUR SOLE RISK. BOTH THE Portals AND SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. HELLODOCTOR EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR USE OR PURPOSE, NON-INFRINGEMENT, TITLE, OPERABILITY, CONDITION, QUIET ENJOYMENT, VALUE, ACCURACY OF DATA AND SYSTEM INTEGRATION. You acknowledge and agree that helloDoctor does not provide medical advice, diagnosis, or treatment, and is strictly a technology platform and infrastructure for connecting patients with independent third party Health professionals, including physicians and other Health professionals in the HelloDoctor network. You acknowledge and agree that the Health professionals using the Site/ Portals are solely responsible for and will have complete authority, responsibility, supervision, and control over the provision of all medical services, advice, instructions, treatment decisions, and other professional health care services performed, and that all diagnoses, treatments, procedures, and other professional health care services will be provided and performed exclusively by or under the supervision of Health professionals, in their sole discretion, as they deem appropriate.
  12. LIMITATION OF LIABILITY. YOU UNDERSTAND THAT TO THE EXTENT PERMITTED UNDER APPLICABLE LAW, IN NO EVENT WILL HELLODOCTOR OR ITS OFFICERS, EMPLOYEES, DIRECTORS, PARENTS, SUBSIDIARIES, AFFILIATES, AGENTS OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO, DAMAGES FOR LOSS OF REVENUES, PROFITS, GOODWILL, USE, DATA OR OTHER INTANGIBLE LOSSES ARISING OUT OF OR RELATED TO YOUR USE OF THE SITE OR THE SERVICES, REGARDLESS OF WHETHER SUCH DAMAGES ARE BASED ON CONTRACT, TORT (INCLUDING NEGLIGENCE AND STRICT LIABILITY), WARRANTY, STATUTE OR OTHERWISE. To the extent that we may not, as a matter of applicable law, disclaim any implied warranty or limit its liabilities, the scope and duration of such warranty and the extent of our liability will be the minimum permitted under such applicable law.
  13. Indemnification. You agree to indemnify, defend and hold harmless HelloDoctor, its officers, directors, employees, agents, subsidiaries, affiliates, licensors, and suppliers, harmless from and against any claim, actions, demands, liabilities and settlements, including without limitation reasonable legal and accounting fees (“Claims”), resulting from, or alleged to result from, your violation of these terms and conditions. In addition, you agree to indemnify, defend and hold harmless your Health professionals(s) from and against any third party Claims resulting from your lack of adherence with the advice or recommendation(s) of such Health professionals.
  14. Geographical Restrictions. HelloDoctor makes no representation that all products, services and/or material described on the Site/ Portals, or the Services available through the Site, are appropriate or available for use in locations outside Ethiopia or all territories within Ethiopia.
  15. Disclosures.  Any clinical records created as a result of your use of the Site will be securely maintained by helloDoctor on behalf of your Health professionals(s) for a period that is no less than the minimum number of years such records are required to be maintained under regional and federal law.
  16. Miscellaneous. 
  • All prank calls, faint lines (not likely to “hear” anything on the phone line) and abuse calls will be terminated;
  • Subscription service is for individual (subscription service is allowed for an individual person that has subscribed through his/her own phone number)
  • Prescription (we will not be subscribing any kind of medications other than over the counter medications that can be purchased without a prescription)
  • Political calls that come to the line will immediately be disconnected
  • Religious calls that come to the line will immediately be disconnected

Terms and Fair Use Policy for helloDoctor Subscription Service

 

  • This is where our customers get the usual on-call service but provided under a different payment mechanism enjoying also better privileges both in discounted prices as well as efficient payment methods.
  • Your use of helloDoctor Subscription Service is governed with these Fair Usage Limits which you can find on our website at hellodoctorethiopia.com. Telemed Medical Services prv.ltd.co. reserves the right to update such and to communicate them immediately on the web site. All revisions will not be effective before 24 hours from posting. Users are recommended to be persistent in checking the latest versions while using our services;
  • These limits will apply on you whenever you subscribe or use our services from any entry points whether directly from your phone, mobile or internet applications, third party distributers, etc.
  • We reserve the right to immediately discontinue, modify or suspend subscription service of a client and offer an alternative service plan if we determine, in our sole and absolute discretion, that your use of the subscription services or its extension services at any time was, inconsistent with normal individual usage patterns or you exceed the fair use limit set out below;
  • You will be required to pay higher rates for commercial service for all periods in which your use of the subscription service or its extension services was inconsistent with normal individual use herein;
  • Telemed Medical Services prv.ltd.co. has the discretion to determine these patterns taking into account commonly used patterns adopted by its customers, service need etc.
  • If the customer whose subscription request was discontinued, modified or suspended for use inconsistent with normal individual use (as described in our Terms of Service) or the fair usage limits herein seeks to continue using our services, s/he shall be subject to our ordinary fees outside of the subscription scheme.

Fair Usage Limits

  • Consultation calls included in the helloDoctor subscription service have a maximum limit of three calls in one 24-hour day, after which time the subscriber may be suspended from calling the service;
  • helloDoctor subscription service is subject at all times to a limit of 25 calls in aggregate during each yearly billing cycle for consultation calls including all types of calls made to the service;

Other Service plans

  • 8896 short code: Short code direct telephone line where clients call get connected to a medical professional to get direct medical consultation.
  • helloDoctor Voucher: Pre-paid scratch cards that clients buy to get assigned minutes to for helloDoctor services.
  • PCETS: (Patient Centered Engagement & Tracking Solution): is a tracking system that allows patients/ clients to follow their changing medical status, and give them information on their health especially when the patient is away from the health care institution.

Extension Services

Services we may offer in the future include; Ambulance, Clinic, dispensary pharmaceutical services or other Client ship services.

Individual use 

Is the presumption that usage of helloDoctor service is always for personal health related services as fitting the gender, age and medical conditions of the individual requesting the service.