ABOUT US

About us and our services

We provide clinical services via our video and audio consultations with our Practitioners ("Clinical Services"), and information services through our digital healthcare tools. Our Services include healthcare consultations, digital healthcare software services and information services.

Our Clinical Services are provided using qualified medical professionals ("Practitioners") based in Bangladesh.

SERVICES

Our service is called Live Doctor, whose registered address is Sylhet, Bangladesh, provides primary care services.

OUR SERVICES

What our services cover, and what you need to check yourself when you use our services

1. We provide our services using our App and the Websites, and communication methods such as email. Our services include:
1. remote video and voice consultations with our Practitioners;
2. the ability to enter questions and symptoms into our website to receive healthcare information;
3. the ability to ask questions of our healthcare professionals;
4. where appropriate through use of our Clinical Services, our doctors may prescribe medicines;
5. access to healthcare records we hold; and
6. access to other digital healthcare tools that provide health and lifestyle information.
2. Some medical conditions are not suitable for remote consultations via our Clinical Services, and you should always seek advice from a medical practitioner in person if you are unsure about whether you have been able to explain or communicate your medical needs through our Clinical Services, or if you have any concerns about the advice you receive from us or if it is different from other advice you have received. All services are currently only provided in English.
3. You should not use our services in an emergency, or if you have a condition that you know will require a physical examination.
4. Except for our Clinical Services where we provide medical advice, all our other services, such as our symptom checker and triage tool, provide healthcare information and not medical advice, diagnosis and/or treatment. They provide information to you based on information entered. They do not diagnose your own health condition or make treatment recommendations for you. Our information services are not a substitute for a doctor or other healthcare professional. You shouldn't take or stop taking any action (such as taking medicines) based on information from our information services. We make no warranties in relation to the output of our information services.
5. If you use the Private Service or information services, we strongly encourage you to discuss any information you receive from us with your GP or usual medical practitioner.
6. We provide our Clinical Services using reasonable skill and care from appropriately qualified, and experienced, staff and Practitioners. If you think that our services have not met this standard, please contact us as soon as possible. We will fix or re-perform, without charge, any services we agree do not meet this standard.
7. Practitioners are GPs registered with the Bangladesh Medical and Dental Council, who have committed to provide services in accordance with clinical best practice and applicable professional standards.
8. Practitioners will not prescribe medicines unless it is, in their judgement, in their patient's best interests.

WHAT WE NEED FROM YOU IN ORDER TO PROVIDE SERVICES

We can't provide our services without certain information and other things from you

1. We can only provide the services in accordance with these terms if you provide us with the information we need in order to help you. You must be careful that:
1. any information you give to us or a Practitioner, or enter into the App is accurate and in English;
2. if you have any concerns about the information we provide you or any information in the App or the Websites, you seek further medical advice;
3. you follow any instructions you are given by Practitioners;
4. you follow any instructions regarding the use of any medicines or healthcare products we recommend or prescribe (including in respect of use-by dates);
5. you report any adverse or unexpected effects of treatments we recommend to us;
6. you keep any medicines we give you securely and do not allow others (especially children) to use them;
7. you tell us if any of our information about you is or becomes inaccurate or incomplete; and
8. you use our services only for yourself, unless you are helping a child.
2. We rely on an accurate record of your use of services in order to do this. Please do not therefore register more than once for our services.

TECHNICAL REQUIREMENTS FOR USING THE APP

The App includes software provided by people other than the Company, and uses certain data that you provide to it in order to work

1. The App operates only on iPhone version 4S or higher running iOS 10 or higher, or Android-enabled phones running Android v4.3 or higher. It requires a consistent 4G or faster data connection and does not operate reliably on 3G, GPRS or EDGE connections.
2. We recommend that if you are using a wireless network to access the App, you avoid use of public wi-fi facilities in favour of a personal wi-fi connection, and that the wireless network is secured with WPA-2 security. We recommend that the device from which you access the App is password protected, set to lock after a short period of inactivity, and protected with suitable anti-virus and anti-malware software.
3. From time to time, updates to the App may be made available to you. We recommend that you use the latest version of the App at all times, to take advantage of the latest enhancements. Depending on the update, you may not be able to use the Services until you have downloaded or streamed the latest version of the App and accepted any new terms.

REGULATION OF OUR SERVICES

Accessing our services outside the Bangladesh

1. Our services are available to adults, and to children in accordance with section G.
2. Our Clinical Services (video and/or audio appointments with our Practitioners) are regulated by the Bangladesh Medical and Dental Council in the Bangladesh (whose website is www.bmdc.org.bd.
3. If you are accessing our services from outside Bangladesh, you should check whether it is lawful to access our services in the territory where you are. We provide our services in compliance with Bangladeshi law and regulation, and cannot take responsibility for any differences between those rules and any different rules applying to healthcare services anywhere else.

CHILDREN AND OUR SERVICES

Adults can use our services on behalf of children, but children shouldn't use our services themselves

1. For the GP at hand Service, this section G relates to the digital service only. Those under 16 can register with the GP at hand Partnership in the usual way and obtain in-person consultations, for which the restrictions set out in this section G do not apply.
2. Children under 16 may have an account opened for them by a parent or legal guardian, and if the parent or legal guardian supervises the child's use of our services at all times.
3. Young people between 16 and 18 may use our services and open their own account with us, but for our Private Service only if entitled to by their Partner membership or if an adult has agreed to use of their credit or debit card for the payment of Charges.
4. We may suspend services or terminate user accounts if we reasonably suspect that they are being used in breach of the restrictions in this Section G.

MEDICINES

How medicines are prescribed to you

1. In Bangladesh, services are provided by qualified doctors registered with the Bangladesh Medical and Dental Council who are permitted to prescribe medicines without meeting the patient face to face.
2. The Bangladesh Medical and Dental Council registration number of all Live Doctor doctors, past or present, can be supplied upon request. All doctors who have signed up to provide prescriptions through the Company's systems have undertaken to comply with the Bangladesh Medical and Dental Council Guidelines on remote prescribing, essential standards of quality and safety as enforced by the Bangladesh Medical and Dental Council and copies of these can be found at http://www.bmdc.org.bd.
3. We do not provide prescriptions for controlled drugs (as defined by the misuse of drugs act).
4. The App may enable you to request that we send your prescription to a pharmacy near to you for you to collect during normal opening hours, or request that one of our affiliates fulfil the prescription and deliver the prescribed articles to you.
5. If you choose to have your prescription sent to a pharmacy that is near to your location, we will make reasonable attempts to contact that pharmacy and have the prescription sent to the chosen pharmacy within an hour.
6. We will use reasonable efforts to deliver the prescription to your device or to a nearby pharmacy promptly but we are not connected with and have no control over or responsibility for any individual pharmacy, their policies in relation to acceptance or otherwise of prescriptions, opening hours, cost or availability of medicines prescribed. There are a number of factors which may impact on which pharmacy is chosen and there can be no guarantee that a pharmacy to which the prescription is delivered (if that option is chosen) will be the nearest pharmacy.
7. Our partner dispensing chemists are not part of our organisation and, to the extent permitted by law, we disclaim responsibility for their acts and omissions.

TESTING SERVICES

We offer private testing services

1. Patients should discuss any necessary tests with their GP.
2. The App can be used to order certain medical tests (" Tests"). These services are provided by a partner laboratory with which the Company has entered into arrangements for those services.
3. The partner laboratory is a separate entity from us and to the extent permitted by law we disclaim any liability for any acts or omissions of the partner laboratory.
4. By ordering any Tests, you agree to comply with any instructions provided in relation to the Tests including in relation to the booking and administration of Tests, receipt and provision of Test materials and samples (including delivery by post or attendance in person at Test facilities) and payment.
5. Subject to a range of factors including (without limitation) the nature of the relevant Test, your location and the availability of laboratories, the App may enable you to:
1. request the despatch, by post, of a Test to be administered (self-collected) by you and returned to the laboratory by post, with the results then analysed, sent to us and delivered to you through the App;
2. arrange an appointment to attend a Test centre for the Test to be undertaken, the results to be sent to us and delivered to you through the App; and
3. contact a Test centre, to enable you to arrange to undertake a Test independently and have the results sent to us to be delivered through the App.
6. You understand and acknowledge that prior to Test results being made available to you within the App, you may be requested to undertake and pay for an additional consultation with a Practitioner.
7. If you elect to arrange an appointment to attend a Test centre for the Test to be undertaken, or to contact a Test centre to enable you to arrange to undertake a Test independently, then we shall use reasonable efforts to assist you but cannot guarantee the availability of the services from the Test centre and is not liable for the acts or omissions of the Test centre.

OTHER LIMITS ON OUR SERVICE

Other limitations and restrictions on the use of services

1. We do not guarantee the availability of any particular Practitioner at any particular time. We will do what we can to arrange a consultation with a Practitioner as soon as possible, but do not guarantee to offer consultations within a particular time. Consultations generally are limited to 07 minute durations.
2. Other than for our Clinical Services, if you choose to submit details about your symptoms in the App, the information returned is on the basis of general healthcare information and not as personalised health advice for you. Where the information returned indicates that the symptoms entered suggest further medical advice is necessary, you acknowledge that you are responsible for seeking such advice from your GP or other medical professional.
3. Practitioners may hold different clinical opinions on the same medical condition or symptoms and, provided these opinions are reasonably held, the fact that two or more Practitioners give different opinions in the course of service provision does not necessarily indicate that our services are defective.
4. We do not tolerate abuse or offensive behaviour towards Practitioners.
5. Our services are designed to be accessed remotely by any of our customers, and are not designed for non-English speakers.
6. We may need to ask you for certain personal information in order to provide our services. If you do not provide this information when requested, we may be unable to provide our services.
7. The App has not been developed to meet your individual requirements. It is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.
8. While certain information controlled, generated by, displayed within or stored in the App may be helpful in providing warning of certain medical or health conditions or circumstances, the App is not designed as, nor may you use it as, a device to detect, diagnose, treat or monitor any medical or health condition or to establish the existence or absence of any medical or health condition.
9. We may suspend your access to services or terminate your account with us if your use of services breaches any of these terms.

ACCESSING OUR SERVICES

How to access our services, and limitations and other terms concerning access

1. Our services are accessed remotely using the internet, data networks and devices which can access the internet ("Infrastructure") and operate the App and our Websites. We make the App and our Websites available for access using Infrastructure, but are not responsible for Infrastructure ourselves. If you wish to use the services, you should ensure you have an internet-enabled device and a sufficient internet connection available.
2. Technical or security threats or issues affecting the Infrastructure may require us to suspend our services in order to ensure they are secure and/or operating optimally. We will minimise these suspensions, but are not responsible to refund charges or compensate you if they occur.
3. When you use the App or send e-mails to us, you are communicating with us electronically. We will communicate with you by e-mail or by posting notices, alerts, prompts, information fields or other information through the App as is necessary to deliver the services to you.
4. We operate anti-virus and malicious software prevention measures on the Websites and our App, but we cannot guarantee that our services will always be virus-free. You should ensure that your devices used to access services are protected against viruses and malicious software. You must not use or expose the App or the Websites to virus or malicious software contamination.
5. You must not attempt to gain unauthorised access to the services, App or Websites. Installation of the App on a device that has had its operating system compromised by the process of Jailbreaking (Apple iOS) or Rooting (Android) is not permitted and may result in the security of your personal data being compromised.

CHANGES TO THESE TERMS

What happens if we change these terms

We may need to change these terms sometimes, for example, when the rules regulating our services change, in order to ensure that our services are secure and your information is safe, or when we update or modify our services or our Charges.

HOW WE MAY USE YOUR PERSONAL INFORMATION

How we use your information

We use your personal information in accordance with our Privacy Policy . Please take the time to read it as it includes important details about how we secure and process your data.

CONSULTATION RECORDINGS

We record consultations and this explains why

1. We record your consultations with us. Details of how we protect and use such recordings are set out in our Privacy Policy.
2. You may view consultation recordings from within the App, for so long as we retain a copy of the same on our secure servers, for your own private purposes (and may show them to any other medical practitioner who is supporting your care).
3. Consultation recordings should not be published on social media or any other media sharing platforms.

LIMITATIONS ON SERVICE PROVISION

Sometimes, you will not be able to receive services - this section explains why

1. We may not be able to provide our services if they are affected by events outside our control. We are not responsible to you if this happens, but if it does, we will notify you as soon as we can and take the steps that we reasonably can to minimise the interruption to our services.
2. If there is the risk of a delay of more than 2 weeks to service performance, you may cancel your agreement with us (and we may do the same).

PRICE AND PAYMENT

How we calculate the price you pay us for our services and how you pay us

1. the price of our services will be set out in the App or on the website at the time of our commitment to provide services. Our prices may change at any time, but price changes will not affect any services that you have already ordered.
2. you are responsible for paying the price for our services ("Charges"). Charges exclude VAT, where applicable, unless otherwise stated.
3. we will usually charge or invoice you for services at the time you order them. Any amounts charged or invoiced are due and payable upon our invoice being issued unless otherwise specified in these terms or the App.
4. you can pay for services using a bkash account.
5. subscriptions available within the App are monthly or annual subscriptions ("Subscriptions"), payable up-front in advance. For your convenience, the per-month price may be displayed.
6. subscriptions will automatically renew and we will take payment at the end of each monthly or annual subscription period (as applicable), unless you cancel the Subscription prior to the end of the relevant subscription period. We may suspend our provision of services if you do not pay any of our Charges on time.

OUR BRAND AND CREATIVE MATERIAL

The basis on which you use our App, Websites and services

1. We own copyright and other intellectual property rights in the App, Websites, our services and their content ("Live Doctor").
2. You are permitted to use Live Doctor in order to receive our services, store it on your device and print copies of it for your personal use. You may communicate material containing Live Doctor to your GP or another medical practitioner. You are not permitted to copy, distribute or make any business use Live Doctor. You must not remove or obscure any notices regarding Live Doctor.
3. 3The Live Doctor mark, logo, combined mark and logo and other marks indicated in our App are our trademarks of the Company or its affiliates in the Bangladesh and other countries. Other graphics, logos, page headers, button icons, scripts, and service names are trademarks of other businesses or our affiliates or Partners.

LICENCE AND APP USE

You are allowed to use the App but not copy it or distribute it

1. We grant you a limited licence to access and make personal use of the App and not to modify it, or any portion of it, except with our express written consent of the Company. This licence does not include any resale or commercial use of the App or its contents; any derivative use of the App or its contents; or any use of data mining, robots, or similar data gathering and extraction tools.
2. The App or any portion of the App may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent. Any unauthorised use terminates the permission or licence granted by the Company.
3. You may not use any logo or other proprietary graphic or trademark of ours, our Partners or affiliates without our express written permission.
4. The App or any Service may contain links to other independent third party websites ("Third party Sites"). Third party Sites are not under our control, and we are not responsible for and do not endorse their content. You will need to make your own independent judgement regarding your interaction with any Third party Sites, including the purchase and use of any products or services accessible through them.
5. If any open-source software is included in the App, the terms of an open-source licence may override some of the terms set out in this section.

We may end our agreement with you, subject to applicable regulation:

1. if the services are unavailable for reasons outside our control;
2. if you do not comply with the conditions on use of services set out in sections G;
3. if you break any other term of this agreement and do not make good that break within 7 days of when we ask you; or
4. for the Private Service, if you do not pay us any Charges on time.

COMPLAINTS AND DISPUTES

What happens if you have a complaint about our services or disagree with us about anything to do with these terms

1. You can always give us feedback on our services by calling or emailing us via the details provided in the 'About' section above.
2. If you have a complaint about our services, we would like to resolve it as soon as possible. Please tell us about your complaint as soon as you can so that we can do this.
3. If you wish to make a formal complaint about our services, you should do so as soon as possible by calling or emailing us via the details provided in the 'About' section above. We may ask you for certain details about you and your complaint in order to address it. Please provide these as soon as you can so that we can resolve your complaint quickly.
4. Our Practitioners are registered healthcare professionals, and we will handle your complaint in an appropriate way, as required to do so by the professional rules that apply to our Practitioners and to our services, and following our complaints procedure.
5. We will tell you the outcome of our investigation into your complaint and give you the chance to discuss it with us. If we have done something wrong, we will apologise to you.
6. If any disagreement between you and us arises in connection with these terms, we will attempt to resolve it by discussing it with you.
7. These terms are governed by Bangladeshi law.

OTHER IMPORTANT TERMS

Other provisions explaining how we may exercise our rights under these terms

1. If there is any proposed transfer of our rights and obligations under these terms, we will always notify you in writing and this will not affect your rights under these terms.
2. As our services are personalised, you may only transfer your rights or your obligations under these terms to another person if we agree.
3. The agreement for our services is between you and us, and no-one else. Only you can enforce that agreement (although a parent or guardian may enforce their agreement on behalf of a person under 18 whose use of our services is allowed under section G).