Introduction

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)
• Emergency Bookings: Same-day urgent visits may incur additional fees (20-30% surcharge)

5. Payment & Fees

• 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 Cairo/Giza/Alexandria: 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 Cairo, Giza, Alexandria, and select cities (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:

• Customer Support: support@aneeshealth.com | +20 (2) 1055164595
• Medical Queries: medical@aneeshealthcare.eg
• Legal Department: legal@aneeshealthcare.eg
• Complaints: complaints@aneeshealthcare.eg
• Address: Anees Healthcare Platform, Office Address, Cairo, Egypt
• Business Hours: Sunday-Thursday, 9am-5pm (GMT+2)

17. Regulatory Compliance

These Terms comply with:

• Egyptian Healthcare Services Law No. 198 of 2020
• 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