Welcome to Anees Healthcare Platform, your trusted partner for professional home healthcare and telemedicine services in Egypt. By accessing or using our platform, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.
These Terms govern your use of our platform and services, including home nursing care, physician home visits, physiotherapy, laboratory services, telemedicine consultations, and medical equipment rental. Our services comply with Egyptian Ministry of Health and Population (MoHP) regulations, Law No. 198 of 2020 on Healthcare Services, and the Egyptian Medical Syndicate ethical guidelines.
Effective Date: December 2025
1. Definitions
"Platform" refers to the Anees Healthcare website, mobile applications, and all related services
"Services" include home healthcare visits, telemedicine consultations, medical equipment rental, and related offerings
"Healthcare Providers" are licensed physicians, nurses, physiotherapists, and medical professionals on our platform
"Patient" or "User" refers to individuals using our platform to access healthcare services
"Home Healthcare" encompasses medical services delivered at the patient's residence
2. Eligibility & Account Registration
Age Requirement: You must be at least 18 years old to create an account. For minors, a parent or legal guardian must create and manage the account
Identity Verification: You must provide accurate personal information, including national ID or passport number, as required by Egyptian healthcare regulations
Account Security: You are responsible for maintaining the confidentiality of your login credentials
Prohibited Use: You may not use another person's account or provide false information
Account Termination: We reserve the right to suspend or terminate accounts that violate these Terms
3. Services Provided
3.1 Home Healthcare Services
We facilitate the following home-based medical services:
Home nursing care (wound care, medication administration, catheter management)
Physician home visits for medical consultations and examinations
Physiotherapy and rehabilitation services
Home laboratory services (blood tests, sample collection)
Medical equipment rental (oxygen concentrators, hospital beds, wheelchairs)
Elderly care and chronic disease management
Post-operative care and recovery support
3.2 Telemedicine Services
Subject to MoHP telemedicine guidelines (2020):
Video consultations with licensed physicians
Remote diagnosis for non-emergency conditions
Prescription renewals and medication management
Medical advice and second opinions
Mental health counseling (by licensed psychiatrists/psychologists)
Note: Telemedicine is NOT suitable for medical emergencies. Call 123 (Egyptian Emergency Services) for urgent care.
4. Booking & Appointments
Appointment Scheduling: Appointments are subject to healthcare provider availability and confirmed in real-time
Appointment Times: Home visits are scheduled within agreed time windows (2-4 hours). Late arrivals beyond 30 minutes qualify for service credits
Patient Responsibilities: Ensure accurate address details, availability at scheduled time, and safe access for healthcare providers
Cancellation Policy:
Free cancellation up to 6 hours before scheduled appointment
50% cancellation fee for cancellations 2-6 hours before appointment
Full charge for cancellations less than 2 hours before appointment or no-shows
Rescheduling: Appointments can be rescheduled once without penalty (subject to availability)
Accepted Payment Methods: Credit/debit cards (Visa, Mastercard), mobile wallets (Vodafone Cash, Fawry), cash on delivery, and insurance (select providers)
Pricing: All fees are displayed in Egyptian Pounds (EGP) before booking confirmation. Prices include VAT (14%) as per Egyptian tax law
Service Fees: Platform service fee (10-15%) is included in displayed prices
Additional Charges may apply for:
After-hours services (10pm-7am): 25% surcharge
Weekend/holiday services: 15% surcharge
Remote areas outside primary service zones: Transportation fees
Medical supplies and medications (billed separately at cost + 10%)
Insurance Claims: We assist with insurance documentation, but patients are responsible for pre-authorization and claim submissions
Refund Policy: Full refunds for canceled services by providers. No refunds for completed services unless severe quality issues are verified
6. Healthcare Provider Qualifications
All healthcare providers on our platform are:
Licensed by the Egyptian Medical Syndicate, Nursing Syndicate, or relevant professional bodies
Verified through background checks and credential verification
Insured for professional liability (minimum EGP 1,000,000 coverage)
Required to maintain continuing medical education (CME) credits
Subject to patient reviews and quality monitoring
Provider Independence: Healthcare providers are independent contractors, not employees of Anees Healthcare Platform.
7. Medical Disclaimer & Limitations
Platform Role: Anees is a technology platform connecting patients with healthcare providers. We do NOT provide medical advice or treatment directly
No Guarantees: We do not guarantee specific medical outcomes or diagnoses. Healthcare providers are solely responsible for their clinical decisions
Emergency Situations: Our services are NOT for medical emergencies. For life-threatening conditions, call 123 or visit the nearest emergency room
Telemedicine Limitations: Some conditions require in-person examination. Providers may refuse telemedicine consultations when physical examination is necessary
Prescription Validity: E-prescriptions issued via telemedicine are valid for 30 days and comply with Egyptian Pharmacists Syndicate regulations
Laboratory Results: Lab results are for informational purposes and should be interpreted by qualified physicians
8. Liability & Indemnification
Provider Liability: Healthcare providers are solely responsible for medical malpractice, negligence, or errors in treatment
Platform Liability: Anees is liable only for technical platform failures preventing service delivery (limited to service fee refund)
Maximum Liability: Our total liability is limited to the amount paid for the specific service in question
Patient Indemnification: Patients agree to indemnify Anees against claims arising from:
Providing false or misleading health information
Non-compliance with medical advice
Misuse of platform or services
Damage to healthcare provider equipment or property
Force Majeure: We are not liable for service interruptions due to natural disasters, government restrictions, or events beyond our control
9. Patient Rights & Responsibilities
9.1 Patient Rights
Receive safe, competent, and respectful healthcare services
Access your medical records within 72 hours of request
Receive treatment without discrimination based on gender, religion, nationality, or disability
Informed consent before any medical procedure
Privacy and confidentiality of medical information
File complaints about service quality or provider conduct
Second medical opinions from different providers
9.2 Patient Responsibilities
Provide accurate medical history and current medications
Inform providers of allergies and adverse reactions
Follow prescribed treatment plans and medical advice
Respect healthcare providers and maintain appropriate conduct
Ensure payment for services rendered
Maintain a safe environment for home healthcare visits
10. Intellectual Property
All platform content, logos, trademarks, and software are owned by Anees Healthcare or licensed to us
You may not reproduce, distribute, or create derivative works without written permission
Patient reviews and feedback become our property upon submission
Medical records remain the property of patients, with platform having limited access for service delivery
11. Data Privacy & Security
Your privacy is governed by our Privacy Policy , which complies with Egyptian Data Protection Law No. 151/2019 and healthcare privacy regulations. Key points:
Medical data is encrypted and stored securely
Information is shared only with treating healthcare providers and authorized parties
You have rights to access, correct, and request deletion of your data (subject to legal retention requirements)
We never sell your medical information to third parties
12. Complaints & Dispute Resolution
Filing Complaints: Submit complaints via email to complaints@aneeshealthcare.eg or through the platform within 14 days of service
Resolution Process: We investigate complaints within 7 business days and provide written responses
Medical Disputes: Disputes regarding medical care may be escalated to the Egyptian Medical Syndicate Ethics Committee
Arbitration: Unresolved disputes shall be settled through arbitration in Cairo, Egypt, under Egyptian Arbitration Law No. 27/1994
Governing Law: These Terms are governed by the laws of the Arab Republic of Egypt
Jurisdiction: Egyptian courts in Cairo have exclusive jurisdiction for legal disputes
13. Prohibited Conduct
You may NOT:
Use the platform for illegal purposes or fraudulent activities
Harass, threaten, or abuse healthcare providers or platform staff
Share account credentials or impersonate others
Submit false reviews or ratings
Attempt to hack, disrupt, or compromise platform security
Use services to obtain controlled substances without legitimate medical need
Resell or commercially exploit platform services
Violation of these terms may result in account suspension, service termination, and legal action.
14. Modifications to Terms
We reserve the right to modify these Terms at any time to reflect legal changes, service updates, or operational improvements. Material changes will be communicated via email and platform notifications 30 days before taking effect. Continued use of services after changes constitutes acceptance.
15. Service Availability
Geographic Coverage: Currently serving multiple regions and select cities across Egypt (expanding coverage continuously)
Operating Hours: Platform available 24/7; home services available 7am-10pm (emergency services available 24/7 in select areas)
Service Interruptions: We strive for 99.9% uptime but cannot guarantee uninterrupted service
Platform Updates: Periodic maintenance may temporarily affect availability (scheduled during off-peak hours)
16. Contact Information
For questions, support, or concerns regarding these Terms:
Egyptian Medical Syndicate Regulations (Law No. 415/1954)
Egyptian Nursing Syndicate Law No. 6/1997
Ministry of Health and Population Telemedicine Guidelines (2020)
Egyptian Data Protection Law No. 151/2019
Egyptian Consumer Protection Law No. 181/2018
Important Notice: By clicking "I Agree" or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions. These Terms are available in both English and Arabic. In case of discrepancy, the Arabic version shall prevail under Egyptian law.
Document Version: 1.0 | Last Updated: December 2025