1. Our role and these terms

AlAnees Health operates the Anees Health service. We arrange and coordinate home healthcare, including doctor visits, nursing, physiotherapy, and access to diagnostics or referrals where available. The scope of each service is the scope confirmed for your booking.

Clinical assessment and treatment are performed by the healthcare professional responsible for your care. Anees remains responsible for its own obligations; these terms do not transfer all responsibility to a clinician or exclude rights you have under law.

A booking confirmation, agreed care plan, or package document may contain service-specific details. Any departure from these general terms must be clearly identified and agreed before purchase and cannot remove mandatory legal rights.

2. Emergencies and clinical limits

Anees’s website, WhatsApp, and routine home visits are not an ambulance service or an emergency-response system. For a medical emergency in Egypt, call 123 or seek emergency care immediately. Do not wait for a reply from Anees.

Website information is general information, not an individual diagnosis or prescription. A clinician may recommend an examination, hospital transfer, additional tests, or another level of care. No particular diagnosis, recovery time, or treatment outcome is guaranteed.

3. Patients, representatives and accounts

Provide accurate contact, address, and relevant health information and keep it updated. Do not share passwords or allow another person to impersonate you. Tell us promptly if you suspect account misuse.

If you arrange care for someone else, you must have the necessary authority to book and share their information. Paying for care does not automatically entitle you to confidential records. Consent and representative authority will be handled according to the patient’s circumstances and applicable law.

Treatment requires the appropriate clinical explanation and consent. You may ask questions, decline a proposed intervention, or seek a second opinion, with the clinician explaining the implications.

4. Bookings and home visits

Bookings are for a care service, not a named clinician. Anees assigns the appropriate clinician based on clinical need, location and availability. A request or payment alone does not confirm an appointment time; booking is confirmed when Anees communicates the agreed service, location, date or time window, and price. Keep the confirmation for reference.

Provide a safe, accessible visit location and tell us about relevant access requirements. If a visit cannot safely proceed, the team may pause or rearrange it and explain the options. We will contact you about material changes to a confirmed booking.

Service availability depends on location, clinical suitability, and team capacity. Contact details and online availability do not promise immediate clinical response at all hours.

5. Prices and payment

Prices are quoted in Egyptian pounds. A “starting from” price is an entry price, not the final price for every patient. Confirmed quotations must identify the included services, total payable amount, and any applicable taxes or additional charges before you agree.

Online booking payments are processed exclusively through Kashier using the payment methods shown at checkout. Keep your payment receipt. Do not send card security codes or one-time passwords to staff.

Additional visits, tests, medicines, supplies, transport, or partner services are included only where the agreed package says so. Any extra charge must be explained and accepted before it is incurred. Insurance reimbursement is not guaranteed; confirm coverage with your insurer.

6. Sanad subscriptions

Sanad offers coordinated care under an agreed package. The advertised entry price is EGP 2,000 per month, paid quarterly, or EGP 20,000 for an annual plan. At the monthly entry price, the quarterly payment is EGP 6,000. Your confirmed quotation identifies the actual price and included services.

The package confirmation must explain its duration, start date, included visits or support, any limits, and services charged separately. A dedicated care arrangement does not promise unlimited visits, continuous bedside care, or emergency availability.

A subscription does not renew automatically unless you expressly agree to a renewal arrangement and its payment terms. Price changes apply to a future booking or renewal after disclosure; they do not increase the price of an already-paid period.

7. Cancellation, rescheduling and refunds

Contact us as soon as you need to cancel or reschedule. A visit cancelled before the healthcare service begins is eligible for a full refund. We do not apply a percentage cancellation fee or a no-show penalty under this policy. Rescheduling is subject to availability.

If Anees cancels and you do not accept an alternative, you are entitled to a full refund for the undelivered service. If a service has already started, only the portion actually delivered may be charged, using the agreed itemised price. Unused amounts are refundable.

You may cancel Sanad by contacting the care team. Unused prepaid care-coordination time is refunded proportionately, and separately itemised prepaid services are charged only if delivered. There is no early-cancellation penalty or retrospective repricing at a higher non-package rate. We will provide the calculation.

A third-party service booked separately with a hospital, laboratory, or other provider may have its own cancellation terms. Those terms must be disclosed before you authorise that purchase; they do not automatically override Anees’s obligations for services sold by Anees.

Refunds are initiated within seven calendar days after the cancellation and necessary transaction verification, or sooner where law requires. We use the original payment method where possible, or another method agreed with you. Bank processing can affect when funds appear; we will provide a refund reference where available.

Completion of a service does not remove your right to complain or seek a remedy for a defective or misdescribed service. Nothing in this policy restricts mandatory consumer rights.

8. Care quality, records and communication

You may expect respectful care, an explanation of proposed treatment, confidentiality, and an opportunity to raise concerns. Tell the team about medicines, allergies, relevant diagnoses, and changes in your condition.

Anees uses a shared medical profile to support coordination. Access by caregivers or partners depends on authorisation and the purpose of care. Requests for records or corrections are handled as described in the Privacy Policy.

Calls, messages, reminders, and follow-up support are subject to the agreed service. A WhatsApp message is not confirmation that a clinician has reviewed your condition. Use emergency services when urgent assessment is needed.

9. Acceptable use and intellectual property

Do not misuse accounts, submit fraudulent information, threaten or harass staff, interfere with security, or seek access to another person’s records. We may restrict access where necessary to address misuse, safety, or legal requirements. Where appropriate, we will explain the reason and how to contact us.

Website software, branding, and original content belong to Anees or its licensors. You may use the website for personal service access; unauthorised commercial copying or exploitation is prohibited.

Submitting feedback does not transfer ownership of your medical records or give blanket permission to use your identity in advertising. Identifiable testimonials, photos, or patient stories require separate permission.

10. Responsibility and interruptions

Each party is responsible for its own acts and omissions under applicable law. These terms do not exclude liability for negligence, fraud, or other liability that cannot lawfully be excluded, and they do not impose a blanket waiver of clinical or consumer claims.

Maintenance, outages, or events outside reasonable control can interrupt website functions or visits. We will use reasonable efforts to communicate affected bookings and arrange an alternative or the refund due for undelivered services. The website does not offer a guaranteed uptime or emergency-response commitment.

11. Complaints and applicable law

Contact AlAnees Health with the booking reference, a description of your concern, and the remedy requested. We will review the matter and communicate next steps. There is no contractual 14-day deadline that removes your right to raise a complaint.

You may approach the competent consumer-protection, data-protection, healthcare, or professional authority as appropriate. These terms do not require mandatory private arbitration or prevent access to a competent court.

Egyptian law applies, including applicable consumer-protection, healthcare, and personal-data rules. Mandatory rights and the jurisdiction of competent courts remain unaffected.

12. Changes and language

The date above identifies this version. Material changes will be brought to your attention as appropriate before they apply to future bookings or renewals. Changes do not retrospectively remove an agreed refund or change a price already paid.

These terms are available in Arabic and English. Please contact us about any discrepancy so it can be clarified. No wording in either language removes rights required by applicable Egyptian law.