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 hotline 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.
• Audio Video Consultation 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.
• Audio Video Consultation 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.
• Upon registration the user is solely responsible for the User ID and password and for all actions/activities/orders/inquiries made on Doc990 while logged in with his/her User ID.
• A User must always keep the User ID and password secure.
• We recognize whether a user is accessing the site and using the services by the User ID. Therefore, the user is responsible for any unauthorized access with his/her User ID and liable for any claims arising out of or in relation to such use.
• If you are registering as a business entity, you represent that you have the authority to bind the entity to this User Agreement.
• You agree to notify Doc990 immediately of any unauthorized use of your account or any other breach of security. Doc990 will not be liable for any loss that you may incur as a result of someone else using your password or account, either with or without your knowledge. You may be held liable for any losses incurred by Doc990, or another party due to someone else using your account or password.

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 to 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 control of Doc990.
• The Customer should provide an email address when scheduling appointments 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

Audio/Video Consultation Service

• DHPL’s responsibility is solely limited to connecting the Medical Professional and the Customer to start an Audio/Video Consultation Session.
• The Audio/Video Consultation Session shall not be confirmed until the Customer’s payment is accepted by the system and confirmed to the Customer. The Audio/Video Consultation 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 Audio/Video Consultation Service.
• The Customer is responsible for having the necessary technical capacity, device and connectivity at the time of appointment to have a successful Audio/Video Consultation Session.
• The Medical Professional has 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 Audio/Video Consultation Session.
• In the event the Customer is unable to complete the Audio/Video Consultation Session due to technical failures from the Customer’s end and cannot connect the voice/video call within the time slot allocated, the booked Audio/Video Consultation Session will be terminated. In such event, the Customer will not be entitled for a refund.
• The Customer hereby agrees to always conduct themselves professionally with the Medical Professionals 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 an Audio/Video Consultation Session cancellation by the Medical Professional, DHPL shall arrange refunds or reschedule the Audio/Video Consultation Session based on the Medical Professional’s discretion.
• DHPL disclaims all liability for any advice given by the Medical Professional to the Customer.
• The Audio/Video Consultation Service is only a pre/post consultation service and is NOT a substitute or an alternate to a physical consultation.
• 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 to facilitate a successful Audio/Video Consultation Session.
• The Customer hereby agrees that he/she will not use Audio/Video Consultation 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 Audio/Video Consultation Session and is not responsible for the progress of the Audio/Video Consultation 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 Audio/Video Consultation 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 service@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
• 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 inside channelling section 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 into 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 Ongoing Number Service is provided to the Customers free of charge.
• 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.

Prescriptions (Medicine Delivery)

The medicine is delivered in partnership with pharmacies & other healthcare partners listed in Doc990 mobile app. Therefore, customers are liable for the T&Cs of the respective pharmacy partners when placing the medicine order.

• DHPL accepts no liability for the quality of goods and services provided by the service establishments involved since DHPL is not the supplier of such medical goods and services.
• DHPL accepts no liability for the delivery charges & the price of the medicine since DHPL only connects customers with respective pharmacies.
• DHPL will not be responsible for delays in delivery of the goods.
• It is always recommended to send a VALID prescription for the medicine orders and DHPL has no liability to verify the prescriptions sent by the customers.
• At the moment this feature exclusively accepts payments through card transactions only.
• In the event of an order cancellation or item/ payment refund the customer should adhere to the cancellation/ refund policies of the pharmacy.
• For cancellations and refunds, the customer should coordinate with the respective pharmacy. DHPL will not be held responsible for cancellations and refunds.

Health Mart

• Over the counter medicine (OTC) and other goods purchased through Doc990 Health Mart are delivered in partnership with pharmacies & other healthcare partners listed in Doc990 mobile app. Therefore, customers are bound by the T&Cs of the respective pharmacy partners when placing the order.
• For all refund related inquires the customer should contact DHPL via service@doc.lk or 0117 990 990.
• DHPL will not be held responsible for any discrepancies that may arise during the purchase of over-the-counter (OTC) and other goods through Health Mart. Any discrepancies are to be addressed directly to the respective pharmacy where the order was placed.
• At the moment Health Mart exclusively accepts payments through card transactions only.

Doctor Near Me

• All Customers hereby agree to provide all required information when scheduling an appointment on Doc990 – Doctor Near Me.
• A Customer’s appointment shall be confirmed upon completion and acceptance of the following payments.
1. Doctor’s charge
2. Clinic charge
3. Doc990 service charge
• Customers have two payment options:
1. Full Payment: Customers can choose to pay the entire amount at the time of booking the appointment.
2. Partial Payment: This option includes only the Doc990 service fee. Customers who select partial payment must complete the remaining payment at the clinic during their visit.
• Card payments are the only accepted method when making payments through Doc990.
• The dates and times when doctors are available are updated by the respective clinics. DHPL does not control or influence these updates.
• DHPL or the respective clinic handles cancellations and refunds. The applicable rules depend on the circumstances surrounding the cancellation or refund request.

Health Scan

• The feature is designed for informational and screening purposes only and should not be considered a diagnostic tool. The results provided by the feature are based on image feed analysis from the camera of a mobile phone, and while it is developed with good intentions, it may have variations in accuracy due to factors such as lighting conditions, skin tone, and the position of the person.
• Users of the feature should understand that it is not a substitute for professional medical advice, diagnosis, or treatment.
• The results obtained through the feature should not be used as a basis for making any health-related decisions, and users are strongly advised not to replace any scheduled medical checkup, diagnostic tests, or doctor consultations solely based on the information provided by the feature.
• By using this feature, you accept and understand the inherent limitations and potential variations in accuracy.

Wellness Marketplace

• At the moment Wellness Marketplace exclusively accepts payments through card transactions only.
• The validity of medical packages shall be three (3) months from the date of purchase.
• For all refund related inquires the customer should contact DHPL via service@doc.lk or 0117 990 990 within 48 hours of receiving the payment confirmation.
• DHPL does not extend arrangements beyond the stated validity period of the package. For any extensions, customer should contact the hospital directly.
• To utilise the health package, customer should arrange a date and time directly with the hospital by contacting them.
• DHPL will not be held responsible for any discrepancies that may arise during the purchase of wellness packages through Wellness Marketplace.
• For all package-related inquiries, customers must liaise directly with the respective hospital.

Visa Medical

• Any rescheduling done apart from the original appointment date and time, should be arranged directly with the respective hospital, by contacting them.
• Visa medical pricings are solely decided by respective hospitals and DHPL has no influence over the pricings.
• Payment methods and processes may vary depending on hospital policies.
• No refunds will be made 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.
• 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.

Mobile lab & Online Lab Reports

The mobile lab facility and online lab report is arranged in partnership with laboratory partners listed in Doc990 mobile app. Therefore, customers are liable for the T&C of the respective laboratory partners when requesting a lab test or mobile lab.

Any delays in mobile lab service will not be borne by DHPL.

• DHPL accepts no liability for the quality of mobile lab or lab reports since DHPL is not the supplier of such laboratory services.
• DHPL accepts no liability for the charges & the price of the mobile lab and lab reports since DHPL only connects customers with respective laboratories.
• It is always recommended to send VALID lab tests or Doctor prescribed lab tests and DHPL has no liability to verify the prescriptions or lab test requests sent by the customers.

Eligibility to use

• Usage of Doc990 is restricted to persons who have the capacity to contract under Sri Lankan law.
• Persons who do not have capacity to contract under the Sri Lankan Law are prohibited from using Doc990.
• We retain our right to refuse to provide access/services to any such person not having the capacity to contract under Sri Lankan Law and the right to terminate the account of any such person.
• If you are registering as a business entity, you represent that you have the authority to bind the entity to this User Agreement.

Restrictions on Usage

By using Doc990 you acknowledge and agree that you are prohibited from using Doc990 for any of the following purposes.

• To disseminate any unlawful, harassing, libelous, defamatory, abusive, threatening, harmful, vulgar, obscene, pornographic, pedophilic, racially, and ethnically objectionable or otherwise objectionable material.
• To transmit material that encourages conduct that constitutes a criminal offence, results in civil liability, or otherwise breaches any relevant laws, regulations, or code of practice.
• To host, display, upload, modify, publish, transmit, update, or share any information on Doc990 that belongs to Doc990 or any third party and to which you do not have any right.
• To harm minors in any way.
• To deceive or mislead the addressee about the origin of any message or to communicate any information which is grossly offensive or menacing in nature.
• To impersonate another person.
• To use software viruses/corrupt data or any other computer code, files or programs designed to interrupt, destroy, or limit the functionality of any computer resource including Doc990.
• To threaten the unity, integrity, defense, security or sovereignty of Sri Lanka, friendly relations with foreign states, or public order or causes incitement to the commission of any cognizable offence or prevents investigation of any offence or is insulting any other nation.
• To violate or attempt to violate the integrity or security of Doc990 or its content.
• To transmit any information (including job posts, messages, and hyperlinks) on or through Doc990 that is disruptive or competitive to the provision of services by us.
• To intentionally submit on Doc990 any incomplete, false, or inaccurate information.
• To use Doc990 to make any unsolicited communications to other users of Doc990.
• To use any engine, software, tool, agent or other device or mechanism (such as spiders, robots, avatars or intelligent agents) to navigate or search Doc990.
• To copy or duplicate in any manner any of the content on Doc990; and
• To engage in framing or hot linking or deep linking any content on Doc990.
• To use the site and the services by children under the age of 13.
• Unless otherwise specified in writing, to use services for your personal and non- commercial use.
• Copy, reverse engineer, reverse assemble, otherwise attempt to discover the source code, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer or sell any information, software, products, or services obtained through the Site or the services.
• Delete any author attributions, legal notices or proprietary designations or labels.
• Violate any applicable local, national, or international law, rule or regulation or use the Site and/or the services for any purpose that is prohibited by these terms of use.
• Manipulate or otherwise display the Site and/or the services by using framing or similar navigational technology.
• Register, subscribe or unsubscribe to any party for any Doc990 service if you are not expressly authorized by such party to do so.
• Use the Site or the services in any manner that could damage, disable, overburden, or impair Doc990’s servers or networks, or interfere with any other user's use and enjoyment of the Site and/or the services.
• Gain or attempt to gain unauthorized access to any of the Site, services, accounts, computer systems or networks connected to Doc990 through hacking, password mining or any other means.
• Obtain or attempt to obtain any materials or information through any means not intentionally made available through the Site or the services or harvest or otherwise collect information about other users without their consent.
• Use the site in any manner that could damage, disparage, or otherwise negatively impact Doc990. In addition, WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, COPYING OR REPRODUCING ANY SERVICES, PROGRAMS, PRODUCTS, INFORMATION OR MATERIALS PROVIDED BY DOC990 TO ANY OTHER SERVER OR LOCATION FOR FURTHER REPRODUCTION OR REDISTRIBUTION IS EXPRESSLY PROHIBITED.

Restrictions on Services

We have the sole discretion to determine and restrict the services made available to a User. The Users will be notified of such restrictions. We further retain the right to prohibit the provision of any services to any User at our discretion.

Content, Data, and Information

• By using Doc990 you acknowledge and agree that the contents of Doc990 are for your general information only and are subject to change without notice. The medical or surgical information/solutions/consultations are given by a panel of registered and experienced medical doctors in Sri Lanka, with good intentions to help the public. The medical or surgical information/solutions/consultations provided via Doc990 only provide professional guidance and are not in any way intended to be a substitute for more elaborate professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or a Specialist regarding any further queries you may have regarding a medical or surgical condition.
• By using Doc990 you further acknowledge and agree to not ignore professional medical advice or delay in seeking medical or surgical treatment because of any guidelines given by Doc990 or article you have read on our site. If you think you may have a medical emergency, you should take necessary steps to obtain necessary medical attention. Dependence on the medical or surgical information/solutions/consultations of our site is solely at your own risk and we take no responsibility for any adverse consequences resulting from such dependence.
• The medical or surgical information/solutions/consultations provided online, email, chat, SMS, phone call, video calls or any other mean via Doc990 shall not be considered as definitive diagnosis of any sickness and shall not in any way used to prescribe definitive medicines or treatments for sickness. This service will be strictly limited to medical or surgical information/solutions/consultations provided for general information, guidance and prescribe medicine if relevant to its Users by professionally qualified and experienced medical doctors registered with Medical Council of Sri Lanka. Moreover, medical, or surgical information/solutions/consultations provided online, email, chat, SMS, phone call, video calls or any other means via Doc990 do not guarantee that the advice are from the specialist in that particular field.
• The packages prices are subject to change and payment can be made via credit/debit cards, Sampath Vishwa & Dialog add to bill.
• No person reading this site, or contents within it, or using the responses by this website via online, email, chat, phone call, video calls or any other mean should act or refrain from acting on the basis of any information contained in this website or on the basis of any medical or surgical information/solutions/consultations provided without seeking appropriate medical or other professional advice on the particular facts and circumstances at issue.
• Although we have taken all care and precaution to try and provide accurate data and information, we do not represent that Doc990 or any content, service or feature of the website will be error free, or that it will meet any criteria of accuracy, completeness or reliability of information, performance and/or quality. We do not give any warranty, express or implied, in relation to the operation of Doc990 website.

Charges or Fees

• Users can obtain a range of services such as Doctor Chanelling, Audio/Video Consultation service, medicine delivery, nonprescription and prescription medicine purchases, wellness package purchases, and lab service through a “pay per use” facility.
• Registration: The users who avail the services of Doc990 will be able to register on the Website & App free of any charges. Those who are registered on the Website or App will be able to keep their medical records online and view/ edit when necessary for free.
• However, after registration at the Website/App, other than the benefits and services given at the time of initial registration, all other services including Consultations, shall be provided for a fee charged by Doc990. If you wish to obtain the services of Doc990 after registration (other than services specified in Clause 1 above) you shall be required to pay the fee prescribed by Doc990.
• Changes to any of the Charges or fees prescribed for the services of Doc990 or any new or additional fees made introduced or made applicable for the services of Doc990 shall be determined at the sole discretion of Doc990 and may be subject to change from time to time at the sole discretion of the Management Team of Doc990 and the Users shall be given adequate notice of such charges or fees or changes to such charges of fees.
• Doc990 Daily Care package is only for Dialog & Hutch customers. If there is any due from the customer, the due amount will be subsequently charged up to 30 days.
• Daily Care & Monthly Care customers are eligible to deactivate the package anytime, but the charges will not be refunded.

Intellectual Property Rights and Linking with Other Websites

• All materials constituting the content of Doc990 are owned by Doc990 and/or third party and/or licensed to Doc990. Such material includes, but is not limited to, the design, layout, look, appearance, information, text, trademarks, service marks, pictures, photographs, graphics, interfaces, and arrangement of the content. Copying, reproduction, uploading, posting and/or using such material in any other form are strictly prohibited without written permission from Doc990.
• All trademarks reproduced in Doc990, which are not the property of, or licensed to Doc990, are acknowledged on Doc990.
• Sri Lankan Intellectual Property Act No. 36 of 2003 applies to the content of Doc990 in relation to the intellectual property rights owned by Doc990 and all material and information displayed, transmitted, or carried on Doc990 are protected under and in terms of the provisions of Intellectual Property Act No. 36 of 2003. Any intellectual properties owned by third parties that appear in Doc990 are protected by relevant laws applicable to such intellectual properties.
• Use of any material or content of Doc990 without authorization may give rise to a claim for damages and/or criminal charges.
• Any links to other websites referred to in Doc990 are provided only for your convenience and do not in any way represent that Doc990 endorses those websites. Doc990 takes no responsibility for the content and operation of any of those sites.
• Creating a link from another website to Doc990 is prohibited without written permission from Doc990.

Limitation of Liability

• Neither Doc990 nor its, directors, officers, employees, contractors, agents, or sponsors are responsible or liable to you or anyone else for any loss or injury or damages under any contract, negligence, strict liability or other theory arising out of or relating in any way to
1. The use of or inability to use the site and/or the services;
2. Any content contained on the site and/or the services;
3. Statements or conduct posted or made publicly available on the site and/or the services;
4. Any service purchased or obtained through the site and/or services;
5. Any action taken in response to or as a result of any information available on the site and/or services;
6. Any damage caused by loss of access to, deletion of, failure to store, failure to back up, or alteration of any content on the site and/or services; or
7. Any other matter relating to the site and/or the services. In no event shall the total liability of doc990 to you for any and all damages, losses, and causes of action exceed the amount paid by you, if any, for using the site and/or services.