1.Formation of agreement

1.1 By creating an account, booking or receiving any service, or continuing to use the Application, You agree to be bound by this electronic agreement and all its terms and conditions, in accordance with the laws of the Kingdom of Saudi Arabia.

1.2 If You do not agree to abide by the terms of this Agreement, You must stop using the Application immediately.

1.3 We reserve the right to modify or update this Agreement or its Privacy Notices, and shall be effective upon posting of an updated version of this Agreement in the Application. Provided revise the updated date at the bottom of this page. Your continued use constitutes ongoing acceptance.

1.4 These Terms apply alongside any service-specific consents or notices displayed in-app or online.

1.5 You must be 18 years or older and a resident of the Kingdom of Saudi Arabia to create an account and use the services, unless a specific service expressly provides otherwise.

2.Accounts and membership

2.1 If You create an account in the Mobile Application, You are responsible for maintaining the security of Your account and You are fully responsible for all activities that occur under the account and any other actions taken in connection with it. You may, but have no obligation to, monitor and review new accounts before You may sign in and use our Services.

2.2 Providing false contact information of any kind may result in the termination of Your account.

2.3 You must immediately notify us of any unauthorized uses of Your account or any other breaches of security.

2.4 We will not be liable for any acts or omissions by You, including any damages of any kind incurred as a result of such acts or omissions.

2.5 We may suspend, disable, terminate access or delete Your account (or any part thereof) if we detect that:

1. Misuse, fraud, abusive behavior conduct or content that would tend to damage our reputation and goodwill.
2. Violated any provision of this Agreement.
3. As required by regulators or laws for security purposes.

2.6 If we delete Your account for the foregoing reasons, we may not allow You to re-register for our Services. We may block Your email address and Internet protocol address to prevent further registration.

2.7 Termination, suspension or disability do not affect any accrued rights or obligations, including financial obligations.

3.Rules about use of the services and the Application

We will use reasonable endeavors to correct any errors or omissions as soon as practicable after being notified of them. However, we do not guarantee that the Services or the Application will be free of faults, and we do not accept liability for any such faults, errors or omissions. In the event of any such error, fault or omission, You should report it by contacting us.

4.Links to other mobile applications

Although this Application may link to other applications, we are not, directly or indirectly, implying any approval, association, sponsorship, endorsement, or affiliation with any linked Application, unless specifically stated herein. We are not responsible for examining or evaluating, and we do not warrant the offerings of, any businesses or individuals or the content of their applications. We do not assume any responsibility or liability for the actions, products, services, and content of any other third-parties. You should carefully review the legal statements and other conditions of use of any application which You access through a link from this Application. Your linking to any other off-site applications is at Your own risk.

5.Prohibited uses

In addition to other terms as set forth in the Agreement, You are prohibited from using the Application or its Content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related Application, other applications, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related Application, other applications, or the Internet. We reserve the right to terminate Your use of the Service or Application for violating any of the prohibited uses.

6.Intellectual property rights

6.1 This Agreement does not transfer to You any intellectual property owned by Bupa Arabia or third-parties, and all rights, titles, and interests in and to such property will remain (as between the parties) solely with Bupa Arabia.

6.2 The Application, software, content, trademarks, and materials are protected by applicable intellectual property laws, no license is granted except as necessary to use the services.

6.3 All trademarks, service marks, graphics and logos used in connection with our Application or Services, are trademarks or registered trademarks of Bupa Arabia or Bupa Arabia licensors. And the User use of our Application and Services grants You no right or license to reproduce or otherwise use any Bupa Arabia or third-party trademarks.

6.4 Other trademarks, service marks, graphics and logos used in connection with our Application may be the trademarks of other third-parties. And the User use of our Application and Services grants You no right or license to reproduce or otherwise use any third-party trademarks.

7.Limitation of liability

7.1 In no event will Bupa Arabia, its affiliates, officers, directors, employees, agents, suppliers or licensors be liable to any person for any direct, indirect, incidental, special, punitive, cover or consequential damages (including, without limitation, damages for lost profits, revenue, sales, goodwill, use of content, impact on business, business interruption, loss of anticipated savings, loss of business opportunity, negligence or otherwise), even if Bupa Arabia has been advised as to the possibility of such damages.

7.2 We are not responsible for failures caused by telecommunications, device malfunctions, third-party outages or internet outages outside our reasonable control.

7.3 Nothing in these Terms excludes liability where such exclusion is prohibited by applicable law.

7.4 Healthcare professionals remain individually responsible for clinical services in accordance with professional standards.

8.PDPL & data protection compliance

8.1 Consent to data processing: By registering on the Application, creating an account, booking a consultation, uploading medical information, or using any feature of the Application, You provide explicit, informed, and freely-given consent for the Application to collect, process, store, and share Your personal data – including sensitive health data – for the purposes of delivering services. This includes processing necessary for diagnosis, treatment, care coordination, claim submission/settlement as described in the Privacy Notice. All matters related to the processing of Your personal data, including Your rights, data categories, purposes of processing, retention, sharing, and all obligations under the Saudi Personal Data Protection Law (PDPL), are governed by and subject to our Privacy Notice, which may be accessed via the hyperlink provided on the below link: [Insert the link].

8.2 For clarity, the Privacy Notice forms an integral part of these Terms by reference and may be updated from time to time; Your continued use signifies acknowledgment of the current version.

8.3 We may share necessary data with licensed clinicians, insurers, pharmacies, laboratories, technology service providers (e.g., secure hosting/EHR vendors) acting under contract and subject to confidentiality and PDPL compliant safeguards, and regulators solely as permitted by the Privacy Notice and applicable law.

8.4 We may use aggregated, de-identified analytics (e.g., age bands, general demographics) to improve services; analytics will not identify You or link You to a condition or procedure. We may also use de-identified data for internal audits, performance monitoring, and regulatory compliance reporting, as described in the Privacy Notice.

8.5 I consent to use my contact information for marketing communications, I may withdraw this consent at any time without affecting my access to services, through the following link: [Insert link for opting-out].

9.Governing Law & Jurisdiction

9.1 This Agreement between Bupa Arabia and the User shall be governed by, and construed in accordance with the laws of the Kingdom of Saudi Arabia.

9.2 Telemedicine services are provided in accordance with applicable Saudi health regulations and professional standards.

10.Dispute resolution

In the event any dispute arising out of or in connection with this Agreement, including any question regarding its existence, validity, or termination, You may contact support to seek amicable resolution before escalation. If such dispute can be resolved amicably, it shall be referred to the competent court in Jeddah, Kingdom of Saudi Arabia.

11.Language

This Agreement has been produced in Arabic and English, and in case of any contradiction in the interpretation of any of the provisions of this Agreement, the Arabic text shall prevail.

12.Notices

Any notices under this Agreement shall be sent to the registered e-mail address of the User and shall be deemed received upon successful delivery.

13.Contacting us

If you would like to us to understand more about this Agreement or wish to contact us concerning any matter relating to it, You may call us on our toll-free number 920023009. Bupa Arabia can be found at Bupa Arabia Head Office, Prince Saud Al Faisal, Al Khalidiyah District, Jeddah 23423, Kingdom of Saudi Arabia.

14.Scope of services

14.1 The Application facilitates: (a) tele-consultations (audio/video/chat), (b) tele-diagnosis, (c) in-clinic.

14.2 All medical services are delivered only by healthcare professionals licensed in Saudi Arabia and credentialed/privileged as required.

14.3 Certain services may have clinical or technical eligibility criteria; we may triage, reschedule, or refer You to in-person care when clinically indicated.

14.4 Certain modules (e.g., telehealth and e-pharmacy) may be subject to additional service specific terms; You must accept those terms before using the respective module.

15.Emergency services disclaimer

15.1 The Application must not be used for medical emergencies or life-threatening conditions.

15.2 In an emergency, immediately contact local emergency services.

15.3 Telemedicine is not a substitute for emergency care or all in-person examinations.

16.Patient responsibilities

16.1 Provide accurate, complete, and up-to-date information, including medical history, medications, allergies, and recent test results.

16.2 Follow clinical instructions, attend referrals or investigations as advised, and seek urgent care if symptoms worsen.

16.3 You are responsible for the accuracy of images, readings, or files You upload; clinicians rely on Your inputs for remote assessment.

16.4 Inaccurate or incomplete information may affect diagnosis, treatment, and insurance reimbursement.

17.Insurance interaction

17.1 Where services are accessed through insurance, coverage remains subject to the terms of the applicable policy.

17.2 Eligibility verification does not guarantee claim approval or payment; final coverage decisions rest with the insurer.

17.3 You authorize us to share necessary clinical and billing information with Your insurer for eligibility checks and claims processing, in accordance with our Privacy Notice.

17.4 Claims may be denied if documentation is incomplete or if clinical justification is insufficient; You remain responsible for any balances, co-pays, or non-covered services.

17.5 For accurate claims processing, consultation notes will generally include standard clinical elements (e.g., reason for visit, assessment, plan, and any investigations).

17.6 You consent to our submission of necessary clinical and billing information to Your insurer for eligibility and claim processing. If the Insurer declines or only partially approves payment, You remain responsible for any outstanding balance prior to fulfillment.

18.Fees, cancellations, and refunds

18.1 Where insurance does not apply, fees are payable by the User as displayed at booking or checkout.

18.2 A service is deemed delivered when the consultation starts or the clinician has been engaged for Your case (including preparation or review of records).

18.3 Cancellations made within the stated grace period may be refundable; refunds are not available once a service is delivered unless required by law.

18.4 Any third-party fees (e.g., labs, pharmacy, delivery) are billed separately and are Your responsibility unless otherwise stated.

18.5 Prices are displayed in Saudi Riyals (SAR) unless stated otherwise and are exclusive of applicable taxes and fees.

18.6 Pricing and availability may change at any time your payment is successfully processed and the purchase is confirmed.

18.7 Promotions or special offers announced on the Application are not retroactive and do not apply to completed transactions.

18.8 We may use third-party payment processors. We are not liable for losses arising from any act or omission of such providers.

18.9 You must provide accurate cardholder and billing information. Transactions may be delayed or canceled if payment is rejected or if inaccurate details are provided.

19.Clinical disclaimer

19.1 Medical advice provided via telemedicine is based on the information You supply and available records; limitations may affect the ability to examine or test.

19.2 Clinicians may recommend in-person assessment, diagnostics, or referral when clinically necessary.

19.3 Outcomes are not guaranteed; treatment decisions are made according to professional judgment and applicable standards.

19.4 Any remote guidance that references prescriptions, laboratory results, or imaging should be considered provisional until validated in Your medical record; in-person evaluation may be required.