Terms & Conditions

2.1 Eligibility

You may use Wellxa Health if you are at least 18 years old and legally capable of entering into these Terms.

Parents or legal guardians may create accounts and book services for minors or dependents under their care.

2.2 Account Registration

To use certain features, you may be required to provide information such as your name, mobile number, email address, date of birth, Emirates ID or passport details, location, health information, and payment details.

You agree that all information you provide is accurate, current, and complete.

2.3 Account Security

You are responsible for keeping your login credentials secure.

If you suspect unauthorized use of your account, you must notify Wellxa Health as soon as possible.

2.4 Suspension or Restriction of Access

Wellxa Health may suspend, restrict, or close an account if:

• false or misleading information is provided
• payment fraud or misuse is suspected
• the platform is used unlawfully
• staff or healthcare professionals are abused or harassed
• these Terms are breached
• suspension is required by law, regulation, or patient safety concerns

3.1 Service Model

Wellxa Health is a physician-led healthcare ecosystem designed to connect virtual care, home healthcare, diagnostics, treatment coordination, medical records, health optimization, and ongoing follow-up in one platform.

Wellxa Health is not intended to operate as a simple marketplace or anonymous booking directory.

3.2 Services Offered

Services may include:

• teleconsultations through chat, voice, or video
• home doctor visits
• home nursing care
• physiotherapy
• IV therapy
• laboratory testing and home sample collection
• medication coordination and delivery support
• Health Optimization Programs
• wearable and connected health monitoring
• family profile management
• medical records and follow-up tracking

3.3 Availability

Service availability depends on:

• patient location
• appointment timing
• clinical suitability
• healthcare professional availability
• regulatory permissions
• service category
• operational capacity

Wellxa Health may modify, pause, or discontinue any service where required for clinical, regulatory, operational, or safety reasons.

3.4 Clinical Decision-Making

All medical advice, diagnosis, prescriptions, treatment recommendations, referrals, and clinical decisions are made by licensed healthcare professionals acting within their professional scope.

Wellxa Health supports service coordination, platform management, documentation, and continuity of care.

4.1 Booking Confirmation

A booking is confirmed only when the required information is provided and payment is successfully completed, unless Wellxa Health has approved another payment arrangement.

Until confirmation, appointment slots and healthcare professional availability are not guaranteed.

4.2 Pricing

Service prices are displayed on the platform or communicated through official Wellxa Health channels.

Pricing may vary depending on:

• service type
• appointment timing
• location
• package selection
• healthcare professional availability
• laboratory or pharmacy requirements
• additional services requested

Confirmed bookings will not be affected by later price changes unless the user requests a change to the booking.

4.3 Payment Methods

Payments may be made through the payment methods accepted on the platform.

You are responsible for ensuring your payment method is valid and has sufficient funds.

4.4 VAT and Taxes

Applicable taxes, including VAT where relevant, will be applied in accordance with UAE law.

Invoices may include itemized service charges and applicable taxes.

4.5 Additional Charges

Additional charges may apply for:

• extended service duration
• additional tests
• add-on treatments
• urgent requests
• extra travel or location requirements
• repeat visits
• medication costs
• special supplies or consumables

Any additional charge should be communicated before confirmation, where reasonably possible.

5.1 Packages and Programs

Wellxa Health may offer packages, memberships, corporate plans, wellness bundles, family plans, or Health Optimization Programs.

Each plan may have its own duration, inclusions, renewal rules, cancellation rules, and payment terms.

5.2 Recurring Services

Where a service or program is recurring, the user authorizes Wellxa Health to charge the applicable fees according to the selected plan.

5.3 Renewal

Some plans may renew automatically if this is clearly stated at the time of purchase.

Users may cancel future renewals according to the cancellation rules shown for that plan.

5.4 Failed Payments

If a renewal or scheduled payment fails, Wellxa Health may:

• notify the user
• attempt payment again
• pause access to the service
• cancel future scheduled services
• release assigned healthcare professionals
• require payment before continuation

5.5 Program Changes

Upgrades, downgrades, pauses, or changes to packages are subject to availability, clinical suitability, and the specific rules of the plan purchased.

6.1 General Rule

Cancellation, rescheduling, and refund rules may vary by service type.

The applicable rule will depend on the nature of the booking, timing of the request, clinical preparation required, assignment of staff, laboratory involvement, medication preparation, and whether the service has already started.

6.2 Rescheduling

Rescheduling is subject to:

• notice period
• healthcare professional availability
• route feasibility for home services
• laboratory or pharmacy cut-off times
• clinical suitability
• operational capacity

Wellxa Health will try to accommodate rescheduling requests, but cannot guarantee availability.

6.3 Late Cancellation

Late cancellations may result in partial or full charges, especially where:

• a healthcare professional has already been assigned
• travel has started
• consumables or medication have been prepared
• laboratory logistics have been arranged
• the patient is unavailable
• the appointment time has passed

6.4 No-Shows

A no-show may occur when:

• the user does not join a teleconsultation within the permitted waiting time
• the user is unavailable at the home visit location
• the location or contact details are incorrect
• the user refuses the service after the professional arrives
• the required consent or identification is not provided

No-shows may be charged in full.

6.5 Refund Method

Approved refunds may be provided as:

• original payment method refund
• Wellxa Credit
• replacement service
• rescheduled appointment
• partial adjustment

The refund method will depend on the service type, payment method, circumstances, and internal review.

6.6 Service Quality Review

If a user raises a service quality concern, Wellxa Health may review:

• appointment records
• staff notes
• communication history
• clinical documentation
• timing and attendance records
• user feedback

Where a service issue is confirmed, Wellxa Health may offer an appropriate remedy.

7.1 Direct Payment

Unless otherwise stated, Wellxa Health services are paid directly by the user.

7.2 Insurance Claims

Some services may be eligible for reimbursement by a user's private insurance provider.

Eligibility depends entirely on the user's insurance policy, insurer requirements, coverage limits, exclusions, and claims process.

7.3 User Responsibility

The user is responsible for:

• checking insurance coverage before booking
• requesting any required invoice or documentation
• submitting claims to the insurer
• following insurer timelines and requirements
• paying any non-covered amount

Wellxa Health does not guarantee insurance approval or reimbursement.

8.1 Family Accounts

Wellxa Health allows users to add and manage family members under one account.

8.2 Authority

By adding a dependent, you confirm that you are legally authorized to manage their care, book services, access records, and provide consent where required.

8.3 Minors

For minors, a parent or legal guardian must provide consent for consultation, treatment, testing, and health data processing.

8.4 Presence During Services

For home services involving minors, a parent, legal guardian, or authorized adult must be present at the service location.

For teleconsultations involving minors, the parent or legal guardian may be required to be present or available.

8.5 Responsibility

The account holder is responsible for the accuracy of information provided for dependents and for all charges related to their bookings.

9.1 Not an Emergency Service

Wellxa Health is not an emergency response service.

For medical emergencies, users must call UAE emergency services or go to the nearest emergency department immediately.

9.2 Platform Information

Health content, service descriptions, educational material, app insights, and general wellness information are provided for awareness and convenience.

They do not replace direct medical assessment by a licensed healthcare professional.

9.3 Clinical Judgment

Treating healthcare professionals may decline to provide a diagnosis, prescription, treatment, or procedure where they believe it is unsafe, inappropriate, outside scope, or requires in-person assessment or emergency care.

9.4 No Guaranteed Outcome

Wellxa Health does not guarantee:

• recovery timelines
• treatment results
• health score improvement
• lab result changes
• symptom resolution
• specific Health Optimization outcomes
• wearable metric improvement

Healthcare outcomes vary between individuals.

9.5 User Health Responsibility

Users must provide accurate information, disclose relevant medical history, follow preparation instructions, comply with medical advice, and seek timely follow-up where required.

10.1 Third-Party Involvement

Some services may involve third-party laboratories, pharmacies, diagnostic centers, or specialist providers. These third parties operate under their own licenses, standards, and terms.

10.2 Wellxa Health Role

Wellxa Health coordinates and facilitates access to these services but is not responsible for the independent clinical decisions, errors, delays, or quality issues arising from third-party providers.

10.3 Laboratory Results

Laboratory results are generated by accredited laboratories. Wellxa Health facilitates result delivery and follow-up but does not alter, validate, or guarantee laboratory findings.

10.4 Medication and Pharmacy

Medication dispensing is subject to pharmacy regulations, prescription requirements, and availability. Wellxa Health does not guarantee medication availability, pricing, or delivery timelines from third-party pharmacies.

11.1 Ownership

All content, features, design, software, trademarks, logos, and materials on the Wellxa Health platform are owned by or licensed to Wellxa Home Health Care Center LLC.

11.2 Permitted Use

Users are granted a limited, non-exclusive, non-transferable license to access and use the platform for personal healthcare purposes only.

11.3 Prohibited Use

Users must not:

• copy, reproduce, or distribute platform content without permission
• reverse engineer or attempt to extract source code
• use automated tools, bots, or scrapers on the platform
• use the platform for commercial purposes without written authorization
• impersonate Wellxa Health or its staff
• upload harmful, false, or misleading content

12.1 Privacy Policy

The collection, use, storage, and sharing of personal and health data is governed by the Wellxa Health Privacy Policy, which forms part of these Terms.

12.2 Health Data

Health data is processed for the purpose of providing services, clinical coordination, continuity of care, and platform improvement. Data is handled in accordance with applicable UAE health data regulations.

12.3 Communications

By registering, users consent to receive service-related communications including appointment confirmations, reminders, results, and care follow-ups via SMS, email, or in-app notifications. Marketing communications may be opted out of at any time.

12.4 Data Sharing

Health data may be shared with treating healthcare professionals, laboratories, pharmacies, and authorized care team members as required to deliver the service. Data is not sold to third parties.

13.1 User Responsibilities

Users are responsible for:

• providing accurate and complete information
• attending booked appointments or cancelling in advance
• following pre-appointment preparation instructions
• ensuring a safe and accessible environment for home visits
• disclosing relevant medical history and current medications
• complying with healthcare professional instructions
• maintaining respectful conduct toward all Wellxa Health staff and professionals

13.2 Prohibited Conduct

Users must not:

• abuse, threaten, or harass healthcare professionals or staff
• provide false information to obtain services or prescriptions
• attempt to obtain controlled substances without clinical justification
• share account access with unauthorized persons
• use the platform for fraudulent or unlawful purposes
• interfere with the platform's technical operation
• record consultations without consent

14.1 Platform Liability

Wellxa Health is not liable for indirect, incidental, consequential, or punitive damages arising from use of the platform or services, to the extent permitted by applicable law.

14.2 Clinical Liability

Clinical decisions are made by licensed healthcare professionals. Wellxa Health's liability for clinical outcomes is limited to the extent permitted under UAE healthcare regulations.

14.3 Service Interruptions

Wellxa Health is not liable for service interruptions caused by technical failures, force majeure, regulatory changes, third-party failures, or events outside its reasonable control.

14.4 Maximum Liability

Where liability cannot be excluded, Wellxa Health's total liability to a user shall not exceed the amount paid by that user for the specific service giving rise to the claim.

15.1 Governing Law

These Terms are governed by the laws of the United Arab Emirates, including applicable federal and Dubai healthcare regulations.

15.2 Dispute Resolution

In the event of a dispute, users are encouraged to contact Wellxa Health directly to seek resolution.

If a dispute cannot be resolved informally, it shall be referred to the competent courts of Dubai, UAE.

15.3 Regulatory Complaints

Users may also raise complaints with the Dubai Health Authority (DHA) or other applicable regulatory bodies in accordance with UAE healthcare regulations.

16.1 Entire Agreement

These Terms, together with the Privacy Policy and any service-specific schedules, constitute the entire agreement between the user and Wellxa Health.

16.2 Amendments

Wellxa Health may update these Terms from time to time. Continued use of the platform after changes are published constitutes acceptance of the updated Terms.

16.3 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

16.4 Waiver

Failure by Wellxa Health to enforce any provision of these Terms shall not constitute a waiver of that provision.

16.5 Language

These Terms are provided in English. In the event of any conflict between translated versions, the English version shall prevail.

S1.1 Service Description

Telehealth consultations are provided by licensed doctors through the Wellxa Health platform via chat, voice, or video. Consultations are available within official operating hours unless otherwise stated.

S1.2 Booking and Availability

Telehealth appointments may be booked in advance or requested on-demand, subject to doctor availability. Wellxa Health does not guarantee immediate availability at all times.

Telehealth doctors are officially available from 8:00 AM to 10:00 PM UAE time, unless otherwise stated on the platform.

S1.3 Consultation Scope

Telehealth consultations may include:

• medical history review
• symptom assessment
• clinical advice
• prescription issuance where clinically appropriate
• referrals
• follow-up coordination
• sick leave certificates where applicable

The treating doctor determines the scope of the consultation based on clinical judgment.

S1.4 Prescriptions

Prescriptions are issued at the clinical discretion of the treating doctor. Wellxa Health does not guarantee prescription issuance for any specific medication. Controlled substances are subject to UAE regulatory requirements.

S1.5 Cancellation and No-Show

If a user does not join the consultation within the permitted waiting time, the appointment may be marked as a no-show and charged accordingly. Cancellations made with sufficient notice will not be charged.

S1.6 Technical Requirements

Users are responsible for ensuring a stable internet connection and compatible device for video or voice consultations. Wellxa Health is not liable for consultation interruptions caused by user-side technical issues.

S2.1 Service Description

Home doctor visits involve a licensed doctor attending the patient's location to conduct an in-person medical consultation, assessment, and treatment where appropriate.

S2.2 Service Area

Home doctor visits are available within designated service areas. Availability depends on location, appointment timing, and doctor availability. Wellxa Health may decline bookings outside its operational coverage area.

S2.3 Patient Preparation

Users must:

• provide accurate location details
• ensure the patient is present and accessible
• provide a safe and appropriate environment for the visit
• have valid identification available if requested
• disclose relevant medical history

S2.4 Cancellation and No-Show

Late cancellations or no-shows after a doctor has been dispatched may result in a full or partial charge. Wellxa Health will communicate applicable cancellation rules at the time of booking.

S2.5 Clinical Scope

The treating doctor determines the clinical scope of the home visit. Certain procedures, investigations, or treatments may not be available in a home setting and may require referral to a clinic or hospital.

S3.1 Service Description

Nursing care services involve licensed nurses attending the patient's location to provide clinical nursing procedures, wound care, injections, post-operative care, chronic disease monitoring, and related nursing support.

S3.2 Prescription Requirement

Certain nursing procedures require a valid prescription or doctor's order. Users are responsible for providing the required documentation before the visit.

S3.3 Scope of Nursing Care

Nursing care is provided within the licensed scope of practice of the assigned nurse. Procedures outside nursing scope will not be performed and may require a doctor's involvement.

S3.4 Recurring Nursing Plans

Where nursing care is provided on a recurring basis, the plan is subject to clinical review, nurse availability, and continued medical suitability. Plans may be adjusted based on clinical progress.

S3.5 Environment Requirements

Users must ensure a clean, safe, and accessible environment for nursing procedures. The nurse may decline to proceed if the environment is deemed unsafe or unsuitable.

S4.1 Service Description

Laboratory testing services involve the collection of biological samples at the patient's location by a trained phlebotomist or nurse, followed by processing at an accredited laboratory and delivery of results through the platform.

S4.2 Laboratory Partners

Samples are processed by accredited third-party laboratories. Wellxa Health facilitates the service but does not operate the laboratory. Results are generated by the laboratory and delivered through the platform.

S4.3 Preparation Instructions

Users must follow any preparation instructions provided before sample collection, including fasting requirements. Failure to follow instructions may affect result accuracy. Wellxa Health is not liable for inaccurate results caused by user non-compliance.

S4.4 Result Timelines

Result timelines depend on the test type and laboratory processing times. Wellxa Health provides estimated timelines but cannot guarantee exact delivery times.

S4.5 Result Interpretation

Laboratory results should be reviewed with a qualified healthcare professional. Wellxa Health may facilitate follow-up consultations for result interpretation.

S4.6 Cancellation

Cancellations after a phlebotomist has been dispatched or after laboratory processing has commenced may result in partial or full charges.

S5.1 Service Description

IV therapy services involve the administration of intravenous fluids, vitamins, minerals, medications, or hydration solutions at the patient's location by a licensed nurse or healthcare professional.

S5.2 Clinical Assessment

IV therapy requires prior clinical assessment to confirm suitability. Wellxa Health reserves the right to decline IV therapy where it is clinically inappropriate, contraindicated, or where the patient's condition requires a higher level of care.

S5.3 Consent

Informed consent must be provided before IV therapy is administered. The patient or authorized guardian must confirm consent at the time of service.

S5.4 Adverse Reactions

Users must disclose all known allergies, medical conditions, and current medications before IV therapy. In the event of an adverse reaction, the healthcare professional will take appropriate action and may recommend emergency care.

S5.5 Cancellation

Cancellations after consumables have been prepared or a professional has been dispatched may result in partial or full charges.

S6.1 Service Description

Physiotherapy services involve licensed physiotherapists providing assessment, treatment, rehabilitation, and exercise programs at the patient's location or through telehealth where appropriate.

S6.2 Assessment and Treatment Plan

An initial assessment will be conducted to determine the appropriate treatment plan. The physiotherapist determines the clinical approach based on the patient's condition and goals.

S6.3 Patient Participation

Physiotherapy outcomes depend on patient participation, compliance with home exercises, and attendance at scheduled sessions. Wellxa Health does not guarantee specific recovery outcomes.

S6.4 Contraindications

Users must disclose all relevant medical conditions, recent surgeries, and contraindications before physiotherapy. The physiotherapist may decline to proceed where treatment is contraindicated.

S6.5 Packages

Physiotherapy packages are subject to the session count, validity period, and terms stated at the time of purchase. Unused sessions may not be refunded after the validity period expires.

S7.1 Program Description

The Health Optimization Program is a structured, physician-led program designed to improve overall health, longevity, metabolic function, hormonal balance, and wellness through personalized assessments, diagnostics, lifestyle guidance, and ongoing monitoring.

S7.2 Program Components

The program may include:

• comprehensive health assessments
• laboratory and diagnostic testing
• personalized health plans
• nutrition and lifestyle guidance
• hormonal and metabolic optimization
• wearable health monitoring
• regular follow-up consultations
• health score tracking

S7.3 Program Duration and Commitment

Health Optimization Programs are designed for sustained engagement. Outcomes are dependent on patient commitment, lifestyle changes, and compliance with the program plan.

S7.4 No Guaranteed Outcomes

Wellxa Health does not guarantee specific health score improvements, weight loss, hormonal targets, or other measurable outcomes. Individual results vary based on health status, genetics, lifestyle, and compliance.

S7.5 Cancellation and Refund

Program cancellation and refund rules are stated at the time of enrollment. Where services have been partially delivered, refunds will be calculated based on services used and program terms.

S8.1 Service Description

Wellxa Health may facilitate medication coordination and delivery support by connecting users with licensed pharmacies. This service supports prescription fulfillment and medication delivery where available.

S8.2 Prescription Requirement

Prescription medications require a valid prescription issued by a licensed doctor. Wellxa Health does not dispense prescription medications without a valid prescription. Users must not attempt to obtain prescription medications without clinical justification.

S8.3 Pharmacy Partners

Medication dispensing is carried out by licensed third-party pharmacies. Wellxa Health is not responsible for pharmacy errors, medication substitutions, stock availability, or delivery delays caused by the pharmacy.

S8.4 Delivery

Medication delivery timelines depend on pharmacy processing, stock availability, and delivery logistics. Wellxa Health provides estimated timelines but does not guarantee exact delivery times.

S8.5 User Responsibility

Users are responsible for reviewing medication instructions, disclosing allergies, and following dosage guidance provided by the prescribing doctor or pharmacist. Wellxa Health is not liable for adverse effects resulting from user non-compliance.

S9.1 Service Description

Wellxa Health may integrate with wearable devices and connected health tools to collect, display, and analyze health metrics including activity, sleep, heart rate, oxygen levels, and other biometric data.

S9.2 Data Use

Wearable data is used to support health monitoring, care coordination, and Health Optimization Program tracking. Data is processed in accordance with the Wellxa Health Privacy Policy.

S9.3 Data Accuracy

Wearable data is indicative and may not be clinically precise. Wellxa Health does not guarantee the accuracy of wearable-generated metrics. Clinical decisions should not be based solely on wearable data without professional assessment.

S9.4 Third-Party Devices

Wearable devices are manufactured and operated by third parties. Wellxa Health is not responsible for device malfunctions, data transmission errors, or inaccuracies caused by third-party hardware or software.

S9.5 User Consent

Users must provide explicit consent before wearable data is integrated into the Wellxa Health platform. Users may withdraw consent at any time, which will result in disconnection of the wearable data feed.