Terms of Service

SiZa Healthcare ("SiZa Healthcare", "SiZa", "we", "our", or "us") is a healthcare provider licensed by the Dubai Health Authority (DHA). These Terms of Service ("Terms", "Terms of Service") govern your access to and use of our website, appointment booking services, communications, and healthcare services.

By accessing our website, contacting us, requesting an appointment, booking a service, or receiving services from us, you acknowledge that you have read and understood these Terms and agree to comply with them.

If you do not agree with these Terms, please do not use our website or request our services.

These Terms should be read together with our Privacy Policy, patient consent documentation, applicable healthcare policies, and any service-specific terms communicated to you.

SiZa Healthcare is a healthcare provider offering healthcare services at patients' homes and other permitted locations, subject to applicable licensing, clinical requirements, geographic coverage, healthcare professional availability, and regulatory requirements.

Our services may include, subject to availability and applicable licensing:

• Doctor visits at home
• Doctor visits at permitted temporary accommodation or hotel locations
• Nursing services
• Elderly care
• Pediatric healthcare
• Laboratory and diagnostic sample collection
• IV therapy and other clinically appropriate treatments
• Follow-up and care coordination
• Other healthcare services within our licensed scope of practice

Healthcare services are provided by appropriately licensed and qualified healthcare professionals.

The availability of a particular service does not mean that the service is clinically appropriate for every patient.

All healthcare services are provided within the scope of SiZa Healthcare's applicable licenses, the healthcare professional's qualifications and privileges, applicable DHA requirements, and other applicable laws and regulations.

We reserve the right to decline, postpone, modify, or discontinue a requested service where:

• The requested service is outside our licensed scope
• The patient's condition is not clinically suitable for home-based care
• The patient's condition requires hospital or emergency care
• Appropriate equipment, medication, facilities, or clinical resources are not available
• The requested service presents an unreasonable safety risk
• A qualified healthcare professional is not available
• The requested location is outside our permitted service area
• The patient or accompanying persons behave in a manner that creates a safety risk
• Providing the service would otherwise conflict with applicable law, regulation, professional standards, or clinical judgment

DHA's current Home Healthcare Standards emphasize safe, effective and appropriate delivery of healthcare services in the home environment.

The decision regarding diagnosis, treatment, medication, investigations, referral, admission, transfer, or continuation of home-based care rests with the appropriately licensed healthcare professional responsible for the patient's care.

Patients and their representatives are expected to provide accurate and complete information relevant to their healthcare.

A healthcare professional may determine that:

• A requested treatment is not medically indicated
• Additional assessment or investigation is required
• The patient should be referred to a specialist
• The patient should attend a clinic or hospital
• Emergency medical assistance should be contacted
• The requested home service should not proceed
• A different treatment or care plan is clinically more appropriate

SiZa Healthcare will not compromise clinical judgment solely because a patient, family member, caregiver, insurer, or other person requests a particular treatment.

SiZa Healthcare's home healthcare services are not a replacement for emergency hospital care or emergency medical services.

If you believe that you or another person is experiencing a medical emergency, you should immediately contact the UAE emergency medical services by calling 998 or attend the nearest appropriate emergency department.

Examples of situations that may require emergency services include, but are not limited to:

• Severe difficulty breathing
• Chest pain or suspected heart attack
• Loss of consciousness
• Severe bleeding
• Suspected stroke
• Seizure or prolonged seizure
• Severe allergic reaction
• Serious trauma
• Sudden significant deterioration in condition
• Severe or rapidly worsening symptoms
• Any situation where immediate hospital-based care may be required

During a home visit, if the treating healthcare professional determines that emergency or hospital care is required, SiZa Healthcare may advise or arrange escalation to emergency medical services or an appropriate healthcare facility.

Clinical escalation or referral to emergency services should not be delayed because of insurance status, payment arrangements, or other administrative matters.

DHA telehealth standards similarly require complex or emergency cases to be referred for appropriate face-to-face or emergency care.

Appointments may be requested through:

• Our website
• Telephone
• WhatsApp
• Email
• Other communication channels made available by SiZa Healthcare

An appointment is confirmed only when SiZa Healthcare confirms the booking through an appropriate communication channel.

When making a booking, you must provide accurate information, including where applicable:

• Patient's name
• Contact number
• Service address
• Preferred appointment time
• Relevant medical information
• Age/date of birth
• Relevant symptoms or reason for the visit
• Insurance or payment information

Providing incomplete or inaccurate information may affect our ability to safely provide the requested service.

For home healthcare services, the patient or authorized representative must provide a safe and reasonably accessible environment for the healthcare professional.

You are responsible for providing accurate access information, including:

• Building or property details
• Apartment/villa number
• Contact information
• Security or access requirements
• Parking/access information where relevant
• Any other information reasonably necessary to locate and access the patient

The healthcare professional may decline or discontinue a visit if the environment is considered unsafe or unsuitable for providing healthcare.

This may include circumstances involving:

• Violence or threats
• Harassment or abusive behaviour
• Unsafe physical conditions
• Exposure to hazardous substances
• Uncontrolled animals
• Smoking or other environmental risks
• Inadequate access to the patient
• Other circumstances creating a significant safety concern

Patients and their authorized representatives are expected to:

• Provide accurate and complete medical and personal information
• Inform the healthcare professional about known allergies, medications, medical conditions, and relevant previous treatment
• Follow reasonable clinical instructions
• Treat healthcare professionals and staff respectfully
• Provide a safe environment for healthcare delivery
• Ensure that minors are accompanied by an appropriate parent, guardian, or authorized representative where required
• Inform SiZa Healthcare of relevant changes to the patient's condition
• Attend hospital or emergency services when advised by a healthcare professional
• Provide accurate billing and insurance information
• Inform us promptly of any changes to contact or address information

Failure to provide accurate information may affect the safety and effectiveness of healthcare services.

Home healthcare involves travel, traffic, emergencies, clinical assessments, and circumstances outside our reasonable control.

Although we make reasonable efforts to attend appointments at the scheduled time, appointment times may occasionally be delayed or changed.

Delays may occur due to:

• Traffic
• Weather
• Emergencies
• Previous patient care taking longer than expected
• Clinical circumstances
• Travel or access issues
• Unexpected operational circumstances
• Other circumstances outside our reasonable control

Where reasonably possible, we will communicate significant delays or changes to the patient or representative.

Patients should provide as much notice as reasonably possible when cancelling or rescheduling an appointment.

Where a cancellation or no-show occurs after a service has been scheduled, SiZa Healthcare may apply a cancellation, late-cancellation, or no-show charge where such charge has been communicated to the patient before booking or is otherwise permitted by applicable law.

A no-show may include circumstances where:

• The patient is unavailable at the agreed location
• The healthcare professional cannot access the patient or premises
• The patient is not present and cannot reasonably be contacted
• The patient refuses the visit after the healthcare professional has arrived
• Required access or information has not been provided

Any applicable cancellation or no-show fees will be communicated through our applicable pricing or booking terms.

Service fees may vary depending on:

• Type of healthcare service
• Location
• Appointment timing
• Urgency
• Duration
• Healthcare professional required
• Laboratory or diagnostic requirements
• Consumables, medications, or other clinical resources
• Insurance coverage
• Other applicable service requirements

Where reasonably possible, applicable fees will be communicated before the service is provided.

Additional charges may apply where the scope of a service changes or where additional clinically necessary services, investigations, consumables, or procedures are requested or required.

We aim to provide transparent pricing and will not knowingly impose undisclosed mandatory charges. All fees, rates, and charges for SiZa Healthcare services are quoted and payable in United Arab Emirates Dirhams (AED), inclusive of any applicable Value Added Tax (VAT) unless explicitly stated otherwise.

Payment may be made through payment methods made available by SiZa Healthcare. All payments and invoices are processed in UAE Dirhams (AED).

Depending on the service, payment may be required:

• At the time of booking
• Before the service
• At the time of the visit
• After the service
• Through an approved insurance or third-party arrangement

Where a service is not covered by insurance, the patient or responsible person remains responsible for applicable charges.

Patients are responsible for providing accurate insurance information and for understanding their insurance coverage.

Insurance approval does not necessarily guarantee payment of every service or charge.

Where SiZa Healthcare accepts insurance for a particular service, insurance processing is subject to the patient's policy, insurer requirements, pre-authorization requirements, network status, clinical eligibility, and other applicable conditions.

We may request information necessary to:

• Verify eligibility
• Obtain authorization
• Submit claims
• Respond to insurer queries
• Process payments
• Manage rejected or partially covered claims

Where an insurer declines or partially covers a service, the patient may remain responsible for the applicable amount unless otherwise agreed.

Refund eligibility depends on the circumstances of the payment and the nature of the service.

Where a refund is applicable, it will generally be processed using the original payment method where reasonably possible.

Certain services may not be refundable once they have been performed or once clinical resources have been allocated, subject always to applicable law.

Where a service has been partially delivered, the refund amount, if any, may take into account services already provided and reasonable costs incurred.

Nothing in these Terms limits any mandatory consumer rights or other rights that cannot lawfully be excluded.

Healthcare professionals may recommend medication only where clinically appropriate, within their scope of practice, and in accordance with applicable UAE laws, DHA requirements, professional standards, and clinical requirements.

A request for a particular medication does not guarantee that the medication will be recommended.

Healthcare professionals may refuse or modify a medication request where they consider this clinically appropriate.

A medication order does not guarantee that a medicine is available at a particular supplier.

Patients remain responsible for following medication instructions provided by the treating healthcare professional.

Where SiZa Healthcare provides IV therapy, injections, infusions, or other clinical procedures, these services are subject to:

• Clinical assessment
• Appropriate indication
• Patient suitability
• Healthcare professional judgment
• Availability of required equipment and resources
• Applicable clinical protocols
• Applicable DHA and UAE requirements

A patient may be declined for a requested procedure where the healthcare professional determines that the procedure is unsuitable or unsafe.

Patients must provide accurate information about allergies, medical history, medications, pregnancy status where relevant, and other information necessary for safe treatment.

Where laboratory or diagnostic services are requested, sample collection and testing will be performed through appropriate healthcare professionals and/or authorized laboratory or diagnostic providers, as applicable.

Test availability, turnaround time, sample requirements, and reporting times may vary.

A laboratory result should be interpreted in its appropriate clinical context by a qualified healthcare professional.

SiZa Healthcare does not guarantee a particular laboratory result or turnaround time where factors outside our reasonable control affect processing.

Where SiZa Healthcare offers telehealth services, such services will be provided in accordance with applicable DHA requirements and the professional's licensed scope.

Telehealth may not be appropriate for every condition.

A healthcare professional may determine that a patient requires:

• A physical examination
• An in-person consultation
• A home visit
• Diagnostic testing
• Specialist assessment
• Emergency hospital care

Where an urgent or emergency condition is identified during a telehealth interaction, the patient may be advised to seek immediate emergency care.

DHA's current telehealth standards require appropriate patient consent, documentation, secure platforms, and escalation of urgent or emergency cases where necessary.

Information published on the SiZa Healthcare website, including articles, blogs, service descriptions, health information, FAQs, images, and educational material, is provided for general informational purposes.

Website information is not a substitute for individualized medical advice, diagnosis, or treatment.

Healthcare information may not reflect the complete circumstances of a particular patient.

You should consult an appropriately qualified healthcare professional regarding your individual medical condition.

Do not rely solely on information published on our website to make decisions concerning your health.

Healthcare outcomes vary between patients and depend on many factors.

SiZa Healthcare and its healthcare professionals do not guarantee:

• A particular medical outcome
• Recovery within a specific period
• That a particular treatment will be successful
• That symptoms will resolve after one visit
• That a diagnosis can always be established during a single consultation
• That hospital admission or further treatment will not subsequently be required

Healthcare services are provided based on professional clinical assessment and applicable standards of care.

Nothing in these Terms is intended to exclude or limit professional medical obligations or liability that cannot legally be excluded.

If a healthcare professional determines that a patient requires care that cannot safely or appropriately be provided through home healthcare, the patient may be referred or transferred to a hospital, emergency department, specialist, or other appropriate healthcare provider.

SiZa Healthcare may communicate relevant clinical information to the receiving healthcare provider to support continuity and safety of care, in accordance with applicable law and our Privacy Policy.

The decision to recommend hospital transfer is a clinical decision and may be made irrespective of a patient's preference, insurance status, or ability to pay where immediate medical care is required.

SiZa Healthcare maintains healthcare and patient records in accordance with applicable UAE laws, DHA requirements, professional obligations, and internal policies.

Patient records may include:

• Medical history
• Clinical assessments
• Diagnoses
• Treatment plans
• Laboratory results
• Clinical notes
• Referrals
• Consent records
• Billing and insurance information
• Other information relevant to healthcare services

Patients may request access to their information subject to applicable laws and healthcare requirements.

Medical records may need to be kept for the period required by law and therefore cannot necessarily be deleted immediately upon request.

Our Privacy Policy provides further information concerning the handling of personal and health information.

SiZa Healthcare respects patient privacy and confidentiality.

Personal and health information will be collected, used, stored, and disclosed in accordance with our Privacy Policy and applicable UAE healthcare and data-protection requirements.

For further information, please review our Privacy Policy.

SiZa Healthcare may work with third-party providers, including:

• Hospitals
• Laboratories
• Pharmacies
• Insurance companies
• Payment providers
• Technology providers
• Cloud and IT providers
• Healthcare professionals
• Logistics or support providers
• Other service providers necessary to operate our services

Where appropriate, third parties may be subject to contractual, confidentiality, security, licensing, regulatory, or other requirements.

Third-party services may also be governed by their own terms and policies.

Our website may contain links to external websites, applications, social media platforms, or third-party services.

These links are provided for convenience.

SiZa Healthcare does not control third-party websites and is not responsible for their content, availability, privacy practices, security, or terms.

You should review the relevant third party's terms and privacy policy before using their services.

SiZa Healthcare may use WhatsApp, telephone, SMS, email, or other communication channels to communicate with patients regarding appointments, services, care coordination, reports, billing, and other healthcare matters.

Patients should understand that the security and functionality of third-party communication platforms may be governed by the relevant provider's systems and terms.

Patients should avoid sending unnecessary sensitive medical information through unsecured or inappropriate channels.

Where appropriate, SiZa Healthcare may request that sensitive information be provided through an approved healthcare or communication system.

We encourage patients and their representatives to raise concerns directly with SiZa Healthcare so that we can review and address them appropriately.

Complaints may relate to:

• Clinical services
• Communication
• Appointment management
• Billing
• Staff conduct
• Privacy
• Service quality
• Other concerns regarding our services

You may contact us by email at support@sizahealthcare.ae, by telephone at +971-58-818-9967, or by landline at (04) 583 9520.

Complaints will be handled in accordance with applicable requirements and our internal complaint-management processes.

Nothing in these Terms prevents a patient from exercising any right to contact a competent regulatory or governmental authority where permitted by law.

SiZa Healthcare expects all healthcare professionals and staff to maintain appropriate professional standards, respect patient dignity, protect confidentiality, and act within their professional scope.

Likewise, patients and accompanying persons are expected to behave respectfully toward healthcare professionals and staff.

Threatening, abusive, discriminatory, violent, or seriously inappropriate conduct may result in the termination of a non-emergency service, refusal of future non-emergency bookings, or other appropriate action.

This does not affect the provision of necessary emergency care or any mandatory legal or professional obligations.

DHA maintains specific professional-conduct requirements for licensed healthcare professionals, including obligations concerning patient dignity, privacy, and professional conduct.

Our services are subject to:

• Healthcare professional availability
• Clinical suitability
• Geographic coverage
• Applicable licensing
• Equipment and resource availability
• Appointment capacity
• Weather, traffic, and other operational circumstances
• Other factors affecting safe service delivery

We reserve the right to modify service availability where reasonably necessary.

SiZa Healthcare will not be responsible for delay or inability to provide a service where caused by circumstances outside our reasonable control, including:

• Severe weather
• Traffic or road closures
• Government restrictions
• Public-health emergencies
• Natural disasters
• Utility or telecommunications failures
• Cybersecurity incidents
• Major technology failures
• Emergencies affecting our healthcare professionals
• Shortages of necessary resources
• Other circumstances that could not reasonably have been prevented or controlled

Where possible, we will take reasonable steps to minimize disruption and communicate with affected patients.

Unless otherwise stated, the content of the SiZa Healthcare website, including:

• Logos
• Brand names
• Text
• Images
• Graphics
• Videos
• Website design
• Articles
• Service descriptions
• Other materials

is owned by or licensed to SiZa Healthcare and may be protected by applicable intellectual-property laws.

You may access and use the website for personal and lawful purposes.

You may not reproduce, copy, modify, distribute, publish, sell, or commercially exploit website content without our prior written permission, except where permitted by applicable law.

You must not use our website or services to:

• Provide false or misleading information
• Impersonate another person
• Attempt unauthorized access to our systems
• Introduce malicious software
• Interfere with website operation
• Collect information about other users unlawfully
• Use our content for unauthorized commercial purposes
• Submit fraudulent insurance or payment information
• Engage in any unlawful activity

We may take appropriate action where misuse is identified.

SiZa Healthcare may suspend, decline, or terminate non-emergency services where:

• The service is clinically inappropriate
• The patient or location presents a safety risk
• Payment obligations remain outstanding
• False or materially misleading information has been provided
• The requested service is outside our licensed scope
• The patient repeatedly fails to attend or permit scheduled visits
• There is abusive, threatening, or inappropriate conduct
• Continuing the service would conflict with applicable law, regulation, professional standards, or patient safety

Any such action will be taken subject to applicable healthcare obligations and patient safety requirements.

Nothing in these Terms is intended to exclude, restrict, or limit any liability or obligation that cannot lawfully be excluded or limited under UAE law or applicable healthcare regulations.

To the maximum extent permitted by applicable law, SiZa Healthcare will not be responsible for indirect or consequential losses arising solely from:

• Use of the website
• Temporary website unavailability
• Delays caused by circumstances outside our reasonable control
• Reliance on general informational content published on the website

Nothing in this section excludes or limits liability arising from matters that cannot legally be excluded or limited, including mandatory healthcare, professional, statutory, consumer, or patient rights.

Nothing in these Terms is intended to waive, remove, or reduce any mandatory patient rights, healthcare protections, consumer rights, or professional obligations provided under applicable UAE law, DHA requirements, or other applicable regulations.

Where a provision of these Terms conflicts with a mandatory legal or regulatory requirement, the mandatory legal or regulatory requirement will prevail to the extent of the conflict.

We may update these Terms from time to time to reflect:

• Changes in our services
• Changes in applicable laws
• Changes in DHA requirements
• Changes in our operational procedures
• Changes to our website
• Other regulatory or business developments

The updated version will be published on this website with the revised "Last Updated" date.

Your continued use of our website or services after an updated version is published may constitute acceptance of the updated Terms to the extent permitted by applicable law.

These Terms are governed by the applicable laws of the United Arab Emirates and the Emirate of Dubai.

Subject to any mandatory rights, regulatory processes, or jurisdictional requirements applicable to healthcare services and patients, disputes relating to these Terms shall be subject to the jurisdiction of the competent courts of Dubai, United Arab Emirates.

Nothing in this section prevents a patient from exercising a statutory or regulatory right before a competent authority where such right cannot legally be excluded.

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be interpreted or modified to the minimum extent necessary to make it enforceable, where legally permitted.

The remaining provisions will continue to apply to the extent permitted by law.

These Terms, together with our Privacy Policy, applicable patient consent documentation, service-specific terms, booking confirmations, and other documents expressly incorporated into the service relationship, form the applicable terms governing your use of SiZa Healthcare's website and services.

Where a specific healthcare consent, clinical document, insurance requirement, or mandatory legal/regulatory requirement applies, that requirement will prevail to the extent of any inconsistency.

If you have questions about these Terms or our healthcare services, please contact us:

• SiZa Healthcare
• Address: 607, Al Barsha Business Center, Al Barsha 1 , Dubai
• Telephone: +971-58-818-9967
• Landline: (04) 583 9520
• Email: support@sizahealthcare.ae
• 24/7 Healthcare Services

SiZa Healthcare is licensed by the Dubai Health Authority (DHA).