TERMS AND CONDITIONS
1. Introduction and Acceptance
These Terms and Conditions (“Terms”) govern your access to and use of the website, mobile application, and clinical services provided by Smart Care Poly Clinic L.L.C (“we,” “our,” or “the Clinic”), a polyclinic licensed and regulated by the Dubai Health Authority (DHA) in the Emirate of Dubai, United Arab Emirates.
By accessing our website, downloading or using our mobile application, or receiving healthcare services at our clinic, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree with any part of these Terms, you must discontinue use of our digital platforms and services immediately.
These Terms should be read in conjunction with our Privacy Policy, which explains how we handle your personal data and patient health information.
2. Definitions
“Clinic” refers to Smart Care Poly Clinic L.L.C, including its physical premises, healthcare professionals, staff, website, and mobile application.
“Services” refers to all medical, clinical, diagnostic, preventive, and wellness services provided by the Clinic, whether in person or through telemedicine, as well as all features and functionalities available through the website and mobile application.
“User” or “You” refers to any individual who accesses the website, mobile application, or receives services from the Clinic, including patients, guardians, and visitors.
“Content” refers to all text, images, graphics, logos, audio, video, data, software, and other materials published on the website or mobile application.
“DHA” refers to the Dubai Health Authority, the regulatory authority overseeing healthcare facilities and professionals in the Emirate of Dubai.
3. Eligibility and Registration
3.1 Age Requirements
Our digital platforms are intended for use by individuals who are at least eighteen (18) years of age. If you are under the age of eighteen (18), you may only use our services with the involvement and consent of a parent or legal guardian. We reserve the right to request verification of age at any time.
3.2 Account Registration
Certain features of our website and mobile application may require you to create a user account. By creating an account, you agree to provide accurate, current, and complete information during the registration process, maintain and update your information to keep it accurate and current, maintain the confidentiality of your login credentials and notify us immediately of any unauthorised access, and accept responsibility for all activities that occur under your account.
We reserve the right to suspend or terminate your account if we reasonably believe the information provided is inaccurate, or if you breach any provision of these Terms.
4. Healthcare Services
4.1 Nature of Services
The Clinic provides healthcare services through qualified and DHA-licensed medical professionals. All clinical services are delivered in accordance with DHA regulations, applicable clinical guidelines, and professional standards of care.
4.2 Medical Disclaimer
Important: The information provided on our website and mobile application is for general informational purposes only and does not constitute medical advice, diagnosis, or treatment. It is not a substitute for professional medical advice from a qualified healthcare practitioner. Always seek the advice of a licensed physician or other qualified health provider with any questions regarding a medical condition. Never disregard professional medical advice or delay seeking it because of information obtained through our digital platforms.
4.3 Appointment Booking
You may book appointments through our website, mobile application, telephone, or in person. By booking an appointment, you agree to provide accurate personal and medical information, arrive on time for scheduled appointments, provide at least twenty-four (24) hours’ notice for cancellations or rescheduling (unless in cases of emergency), and acknowledge that the Clinic reserves the right to charge a cancellation fee for late cancellations or no-shows as communicated at the time of booking.
4.4 Emergency Services
The Clinic provides polyclinic-level care and is not an emergency room. In the event of a medical emergency, immediately contact Dubai’s emergency services by dialling 998 (Ambulance) or 999 (Police/General Emergency), or proceed to the nearest hospital emergency department.
4.5 Telemedicine Services
Where offered, telemedicine consultations are subject to the same professional standards as in-person consultations and comply with DHA telemedicine regulations. Telemedicine services have inherent limitations, and certain conditions may require an in-person examination. The treating physician retains sole discretion to determine whether telemedicine is appropriate for your clinical situation.
5. Patient Rights and Responsibilities
5.1 Patient Rights
In accordance with DHA Patient’s Charter of Rights and Responsibilities, you have the right to:
• Receive respectful and dignified healthcare without discrimination
• Be informed about your health condition, diagnosis, and treatment options in a language you understand
• Give or withhold informed consent for any medical treatment or procedure
• Access your medical records and obtain copies in accordance with applicable regulations
• Privacy and confidentiality of your health information
• Seek a second medical opinion
• File complaints and grievances with the Clinic or the DHA
• Refuse treatment, understanding the medical consequences of such refusal
5.2 Patient Responsibilities
You are responsible for:
• Providing accurate and complete information about your medical history, current health condition, medications, and allergies
• Following the treatment plans and medical advice provided by your healthcare provider
• Keeping scheduled appointments or providing timely notice of cancellation
• Treating healthcare staff and other patients with respect and courtesy
• Settling all financial obligations for services rendered in a timely manner
• Informing us of any changes to your personal, contact, or insurance information
• Complying with the Clinic’s policies, procedures, and safety guidelines
6. Fees, Payment, and Insurance
6.1 Service Fees
Our fees for healthcare services are determined in accordance with DHA-approved fee schedules and are subject to change. A schedule of fees is available upon request. Fees may vary based on the type of service, specialist consulted, and complexity of care.
6.2 Payment
Payment is due at the time of service unless alternative arrangements have been agreed in advance. We accept cash, credit and debit cards, and other payment methods as displayed at our clinic. All payments are processed securely in accordance with applicable payment card industry standards.
6.3 Health Insurance
If you are covered under a health insurance policy accepted by our Clinic, we will process claims on your behalf. You are responsible for verifying your coverage and benefits prior to receiving services, paying any applicable co-payments, deductibles, or coinsurance amounts at the time of service, and settling any balances resulting from denied or partially covered claims. Insurance coverage does not guarantee payment. You remain ultimately responsible for all charges incurred.
7. Intellectual Property
7.1 Ownership
All Content on our website and mobile application, including but not limited to text, graphics, logos, images, audio, video, software, and compilations, is the property of Smart Care Poly Clinic L.L.C or its licensors and is protected by UAE intellectual property laws and international copyright conventions.
7.2 Permitted Use
You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use our digital platforms for personal, non-commercial purposes. You may not reproduce, distribute, modify, create derivative works from, publicly display, or otherwise exploit any Content without our prior written consent.
7.3 Trademarks
The Smart Care Poly Clinic name, logo, and all related marks are trademarks of Smart Care Poly Clinic L.L.C. You may not use these marks without our prior written permission.
8. Prohibited Conduct
When using our website, mobile application, or visiting our clinic, you agree not to:
1. Use the platforms for any unlawful, fraudulent, or malicious purpose
2. Attempt to gain unauthorised access to any systems, networks, or data
3. Upload or transmit viruses, malware, or other harmful code
4. Impersonate any person or entity, or misrepresent your affiliation
5. Interfere with or disrupt the operation of the website or mobile application
6. Collect or harvest personal data of other users without authorisation
7. Use automated tools, bots, or scrapers to access or extract data
8. Reproduce, distribute, or commercially exploit any Content
9. Engage in any conduct that could damage the reputation of the Clinic
10. Violate any applicable UAE federal or Dubai emirate-level law
9. Limitation of Liability
9.1 Website and Application
To the fullest extent permitted by UAE law, the Clinic, its directors, officers, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or in connection with your use of or inability to use our website or mobile application.
We do not guarantee that the website or mobile application will be uninterrupted, error-free, or free of viruses or other harmful components. The digital platforms are provided on an “as is” and “as available” basis.
9.2 Healthcare Services
Nothing in these Terms is intended to limit or exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under UAE law. Healthcare services are provided in accordance with applicable standards of care and DHA regulations.
10. Indemnification
You agree to indemnify, defend, and hold harmless Smart Care Poly Clinic L.L.C, its directors, officers, employees, agents, and affiliates from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with your breach of these Terms, your misuse of our digital platforms, any violation of applicable laws or regulations, or any infringement of third-party rights.
11. Disclaimers
11.1 Information Accuracy
While we endeavour to ensure that the information on our website and mobile application is accurate and up to date, we make no warranties or representations regarding the completeness, accuracy, reliability, or suitability of such information. Medical information provided on our platforms is for general educational purposes and should not be relied upon as a substitute for professional medical advice.
11.2 Third-Party Content
Our digital platforms may contain links to or content from third-party websites, applications, or services. We do not endorse or assume responsibility for the content, privacy practices, or policies of any third party. Your interaction with third-party services is at your own risk.
12. Governing Law and Dispute Resolution
12.1 Governing Law
These Terms are governed by and construed in accordance with the laws of the United Arab Emirates and the Emirate of Dubai, including but not limited to UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection, UAE Federal Law No. 2 of 2019 on ICT in Health Fields, and all applicable DHA regulations.
12.2 Dispute Resolution
Any dispute arising out of or in connection with these Terms shall first be resolved through good-faith negotiation between the parties. If the dispute cannot be resolved amicably within thirty (30) days, it shall be submitted to the exclusive jurisdiction of the competent courts of the Emirate of Dubai, UAE.
13. Termination
We reserve the right to suspend or terminate your access to our website and mobile application at any time, with or without notice, for any reason, including if we reasonably believe you have violated these Terms or any applicable law. Upon termination, your right to use the platforms ceases immediately. Provisions of these Terms that by their nature should survive termination shall continue in full force and effect, including intellectual property, limitation of liability, indemnification, and governing law.
Termination of access to digital platforms does not affect your right to receive healthcare services at our clinic, subject to our clinical policies and DHA regulations.
14. Force Majeure
The Clinic shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, epidemics, pandemics, government orders, war, terrorism, civil disturbances, power outages, telecommunications failures, or cyberattacks.
15. Severability
If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be severed from these Terms, and the remaining provisions shall continue in full force and effect.
16. Waiver
No failure or delay by the Clinic in exercising any right or remedy under these Terms shall operate as a waiver thereof. A waiver of any right or remedy on one occasion shall not be construed as a waiver of any right or remedy on any subsequent occasion.
17. Entire Agreement
These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and Smart Care Poly Clinic L.L.C regarding your use of our digital platforms and services, and supersede any prior agreements or understandings.
18. Amendments
We reserve the right to amend these Terms at any time. Material changes will be communicated through our website, mobile application, or by other appropriate means. The “Effective Date” at the top of this document reflects the date of the most recent revision. Your continued use of our services after any changes constitutes your acceptance of the revised Terms.
19. Accessibility
We are committed to making our website and mobile application accessible to all users, including individuals with disabilities. If you experience any accessibility issues or require assistance, please contact us using the details provided below.
20. Complaints and Grievances
If you have any complaints regarding our services, you may submit them through the following channels:
• In person at the Clinic reception
• By email to [Insert Complaints Email]
• By telephone at [Insert Phone Number]
• Through the DHA complaint portal at www.dha.gov.ae
We are committed to addressing all complaints promptly and fairly in accordance with DHA patient complaint handling guidelines.
21. Contact Information
| Clinic Name | Smart Care Poly Clinic L.L.C |
|---|---|
| Address | 29 Doha Centre, Al Maktoum Rd, Deira, Dubai, United Arab Emirates |
| Phone | +971 (0) 4379 3562 +971 (0) 4379 3562 |
| smart@smcare.ae | |
| Website | www.smartcareclinic.ae |
| DHA License No. |
By using our website, mobile application, or receiving services from Smart Care Poly Clinic L.L.C, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions and our Privacy Policy
