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Terms & Conditions

Definitions:

  • DHPL – shall mean Digital Health Private Limited.
  • Doc990 – shall mean a digital platform developed by DHPL enabling customers access to healthcare services through web, mobile app, 990 call centres and Doc990 partners.
  • Doctor – shall mean a doctor who is a licensed medical practitioner registered under the laws of the Sri Lankan Medical Council.
  • Customer – shall mean any individual who is willingly accepting the T&C stated here to obtain his/her healthcare advice from Doctors partnered with DHPL.
  • Doctor Charge – shall mean the professional charges charged by the Doctor from the patient for the professional services provided.
  • Hospital Charge – shall mean the amount charged by the hospital to facilitate the hospital appointment.
  • Doc990 Service Charge – shall mean the fee charged by DHPL to enable the Customer to receive his/her healthcare services through Doc990 .
  • Personal Information – shall mean all personal data provided to Doc990 at the time of scheduling the appointment.
  • Partner – shall mean all Doc990 call centre agents and island wide agents who provide Doc990 services.
  • Tele Doctor Service - shall mean the digital call bridging service provided by DHPL which enables Customers and Doctor to communicate over voice/ video calls at the booked appointment time.
  • Tele Doctor Session - shall mean the confirmed appointment between the Customer and the Doctor at the designated time.
  • Mobile App - shall mean the Doc990 Mobile Application.
  • NSR Service – shall mean the no show refund service provided by DHPL which entitles the Customer to request for a refund of the fees paid by the Customer for an appointment (subject to exceptions stated herein) in the event of the appointment not taking place as scheduled.
  • NSR Service Charge – shall mean the fee charged by DHPL for enabling the Customer to be entitled for the NSR Service.
  • Doc990 Sign Up Process – Customers signing up for Doc990 services on the website or mobile app.
  • Ongoing Number Service - shall mean the service provided by DHPL which enables the Customer to check the number of the patient who is currently being seen by the Doctor.
  • Website - shall mean www.doc.lk.

General Terms and Conditions applicable for all services offered through Doc990

  • All customers using Doc990 shall be adjudged to have read and agreed to the terms and conditions stated herein.
  • All terms and conditions provided herein are applicable at the time of scheduling appointments via the Website, Mobile App or Partners.
  • DHPL has the sole authority to extend / discontinue all offers and promotions without any prior notice.
  • All Customers hereby agree to promotional materials / content to be displayed upon registration with Doc990.
  • DHPL has the sole authority to deactivate Customer accounts without prior notice in case of fraud or misconduct .
  • DHPL shall not, under any circumstances, be responsible for, inter alia, the quality, accuracy, completeness, value and integrity of the advice provided by the Doctor.
  • DHPL shall not be liable or responsible in any manner whatsoever for:
    1. All healthcare services channelled through Doc990, including but not limited to diagnosis, prescription and other medical advice provided by hospitals, Doctors and/or any other healthcare professionals;
    2. Any refunds for appointment cancellations by the hospital, Doctor or patient and for no show by patient, in the event the Customer has not subscribed to NSR Service. Any changes to the scheduled appointments are not within the control of DHPL and Customers should liaise directly with the respective hospital, in relation to such matters.
    3. Doc990 service charge is non-refundable under any of above circumstance unless customer has opted for No Show Refund service.
  • Customers shall be responsible for the accuracy of Personal Information provided to Doc990, for the purposes of scheduling the appointment.
  • DHPL reserves the right to revise these Terms and Conditions at any time, at its discretion.
  • Nothing herein expressed or implied is intended to or shall be construed to confer upon or give any person other than the Customer any rights or remedies against DHPL.

Registered Customers

All customers who complete the Doc990 Sign Up Process shall be considered as registered customers of Doc990.

Guest Customers

All Customers who have not completed the Doc990 Sign Up Process will be considered as guest customers.


Doctor Channelling

  • All Customers hereby agree to provide all required information when scheduling an appointment on Doc990.
  • A Customer’s appointment shall be confirmed upon completion and acceptance of the following payments.
    1. Doctor’s charge
    2. Hospital charge
    3. Doc990 service charge &
    4. all applicable government taxes and levies.
  • For all reserved appointments, Customers shall make the remaining payment 30 minutes prior to the scheduled appointment, via any eZ cash merchants island wide.
  • Reserved appointments which have not been paid in full as stated above, will be cancelled 30 minutes prior to the scheduled appointment.
  • Customers are required provide the booking reference number to the hospital when arriving for the scheduled appointment.
  • Appointment time provided to Customers by Doc990 is an approximate time and may change due to circumstances beyond the control of Doc990.
  • The Customer should provide an email address when scheduling appointments in order to receive digital receipts. Alternatively, the Customer can visit the “My Bookings” feature on the Website, Mobile App or request digital receipts via the e – mail address service@doc.lk

Tele Doctor Service

  • DHPL’s responsibility is solely limited to connecting the Medical Professional and the Customer to start a Tele Doctor Session.
  • The Tele Doctor Session shall not be confirmed until the Customer’s payment is accepted by the system and confirmed to the Customer. The Tele Doctor Session shall be confirmed upon the complete payment of the Medical Professional’s charge, Doc990 service charge and all government taxes and levies applicable to the Tele Doctor Service.
  • The Customer is responsible to have the necessary technical capacity, device and connectivity at the time of appointment to have a successful Tele Doctor Session.
  • The Medical Professional have the right to accept or reject the Customers’ appointments at their discretion. In the event where a Medical Professional rejects the appointment, DHPL will refund the total payment to the Customer.
  • DHPL or the Medical Professional is not responsible for the unavailability of the Customer or the Customer not being able to accept the voice/video call at the time of the Tele Doctor Session.
  • In the event the Customer is unable to complete the Tele Doctor Session due to technical failures from the Customer’s end and cannot connect the voice/video call within the time slot allocated, the booked Tele Doctor Session will be terminated. In such event, the Customer will not be entitled for a refund.
  • The Customer hereby agrees to conduct themselves professionally with the Medical Professional at all times and shall refrain from using any unprofessional, improper, abusive, obscene or threatening language.
  • Delays by the Medical Professional - DHPL shall not be liable in the event of delays by the Medical Professional and no refunds or cancelation will be made by DHPL in such an instance.
  • In the case of a Tele Doctor Session cancellation by the Medical Professional, DHPL shall arrange refunds or reschedule the Tele Doctor Session based on the Medical Professional’s discretion.
  • DHPL disclaims all liability for any advice given by the Medical Professional to the Customer.
  • The Tele Doctor Service is only a pre/post consultation service and is NOT a substitute or an alternate to a physical consultation and therefore this Service does not allow the electronic transfer of prescriptions and medical records between Customers and Medical Professionals.
  • The Customer hereby consents for DHPL to disclose Personal Information provided by the Customer to the Medical Professional if requested. At the request of the Medical Professional, DHPL shall provide the Customer’s Personal Information to the Medical Professional in order to facilitate a successful Tele Doctor Session.
  • The Customer hereby agrees that he/she will not use Tele Doctor Service at times of emergency.
  • DHPL shall not under any circumstance disclose personal information of Medical Professional to the Customer.
  • DHPL is responsible only for providing technical assistance to fulfil the Tele Doctor Session and is not responsible for the progress of the Tele Doctor Session. This is entirely dependent upon the Medical Professional and the Customer.
  • To obtain digital receipts, the Customer should provide an email address when fixing the Tele Doctor Session via the Website, Mobile App or Doc990 partner. Alternatively, the Customer can visit the “My Bookings” feature on the Doc990 web page, mobile app or they can request via teledoctor@doc.lk.
  • Nothing herein expressed or implied is intended to or shall be construed to confer upon or give any person other than the Customer any rights or remedies against DHPL.
  • DHPL reserves the right to revise these Terms and Conditions at any time at its discretion.

No Show Refund Policy

  • Customers shall be eligible for the specified refunds only if Customer has opted for the NSR Service when scheduling appointments via Doc990.
  • Customers who have subscribed to the NSR Service will be eligible to request for refunds under the NSR Service in the event of the cancellation of an appointment by a Medical Professional or the Hospital or if the Customer is unable to be present for the appointment at the scheduled time.
  • Customers eligible for the NSR Service should submit the refund requests before the time of the scheduled appointment.
  • DHPL will arrange the refunds within three (03) working days from the date of submission of the accurate refund request to any local banks.
  • Customers can submit the refund requests via Doc990 Website/Mobile App or by calling DHPL hotline via 011 7 990 990.
  • NSR service Charge is non-refundable. However, refunds will be arranged only for the following components of the charges collected by Doc990:
    1. Hospital charge
    2. Doctor charge
    3. Applicable Taxes and Levies on Doctor and Hospital charge
    4. Doc990 Service charge
    5. Running Number Service charge
  • Customers are responsible for submitting accurate details to process the refund including, but not limited to, information related to the bank account details.
  • All NSR requests are subject to verification process by DHPL.
  • All refunds to Customers will be arranged only in the form of cash deposit to the Customer’s bank account or bill payments / top ups against the phone number used to schedule the appointment.

Ongoing Number Service

  • The Customer is required to check the ongoing number by accessing the 'My Bookings' feature on the Website or the Mobile App.
  • DHPL shall not be responsible for the accuracy of the ongoing number displayed on the Website or the Mobile App. The accuracy and completeness of the ongoing number would be dependent on the information entered in to the system by hospital during the session.
  • The Customers are entitled to check the ongoing number a maximum of ten (10) times through the 'My Bookings' feature on the Website or the Mobile App once the session is in progress.
  • The charge for the Ongoing Number Service is non-refundable, unless the Customer has subscribed for the No Show Refund Service.
  • During promotional periods, which will be informed to the Customers, the Ongoing Number Service may be provided free of charge to all Customers accessing the Website and the Mobile App.
  • Nothing herein expressed or implied is intended to or shall be construed to confer upon or give any person other than the Customer any rights or remedies against DHPL.

Other Service

Below mentioned services are carried out by DHPL in partnership with institutions stated. The terms and conditions applicable for each service, are available at the links provided below:

Services Partners
Medicine to Your Doorstep. Healthnet International Pvt Ltd

www.healthnetbuy.com (Terms & Condition)
Healthcare to Your Doorstep. Emergency Calls Pvt Ltd and Certis Lanka Pvt Ltd

Emergency Calls Pvt Ltd (Terms & Condition)
Certis Lanka Pvt Ltd (Terms & Condition)
Lab Reports at Fingertips Asiri Laboratories & Durdans Hospital

Asiri Laboratories (Terms & Condition)
Durdans Hospital (Terms & Condition)