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Terms & Conditions

General

  • No refunds or cancellations will be made by Digital Health Pvt Ltd under any circumstances unless you have subscribed for No Show Refund service. In the event that the hospital or doctor changes, cancels or delays the appointment, the customer should contact the hospital for further information.
  • For all reservation appointments, you are required to make the balance payment 30 minutes prior to session time to have an active appointment. You can pay the balance amount at any eZ Cash Point Island wide by providing your reservation reference number.
  • Reservations which are not paid in full, will be cancelled due to incomplete payment 30 minutes prior to the session time.
  • Please take the reference number with you when visiting the hospital and be present at the hospital before the appointment time.
  • Time shown here is an approximate time and subject to change depending on the time of arrival of the doctor and the time taken with each patient.
  • Digital Health Pvt Ltd shall not be liable or responsible in any manner whatsoever:
    • with regard to any aspect of the healthcare services provided by the hospitals, doctors and/or any other healthcare professionals channelled through DOC.LK;
    • for any appointment cancellation by the hospital and/or respective medical consultant;
    • for refunds for no show by the customer; and
    • for any variation or change of any appointment for which a booking confirmation has been issued by DOC.LK

Tele Doctor Service

Definitions:

"Personal Information" shall mean all personal data entered into the website by the Customer or the information verbally provided by the Customer to the Doc990 agent / partner at the time of fixing the Tele Doctor Session.

"Tele Doctor Service" shall mean the digital call bridging service provided by Digital Health (Private) Limited ("DHPL") which enables Customers and Medical Professional to communicate over Voice/ Video calls at the booked appointment time.

"Tele Doctor Session" shall mean the confirmed appointment between the Customer and the Medical Professional at the designated time.

  • All Customers using the Tele Doctor Service shall be deemed to have read, agreed to and accepted the Terms and Conditions stated herein.
  • 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 Fee, Doc990 service fee 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.
  • Cancellations by the Medical Professional - 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 Doc990 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.

Disclaimer - "DHPL's responsibility is limited to connecting the Medical Professional and the Customer to start a Tele Doctor Session at the designated time. DHPL shall not, under any circumstances, be responsible for, inter alia, the quality, accuracy, completeness, value and integrity of the advice provided by the Medical Professional"


No Show Refund Service

Definitions:

"NSR Service" shall mean the no show refund service provided by Digital Health (Private) Limited ("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 Fee" shall mean the service fee charged by DHPL for enabling the Customer to be entitled for the NSR Service

  • All Customers using the NSR Service shall be deemed to have read, agreed to and accepted the Terms and Conditions stated herein.
  • 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 are eligible for refunds only if the Customer has opted for the NSR Service at the time of scheduling the appointment via Doc990.
  • The NSR Service Fee is non-refundable. Refunds will be arranged only for the following components of the fees collected by DHPL;
  •          a. Hospital Fee
             b. Doctor Fee
             c. Applicable Taxes and Levies on Doctor and Hospital Fees
             d. Doc990 Service Fee
             e. Running Number Service Fee
  • Customers can submit the requests for refunds via the Doc990 website or mobile app or by calling the DHPL hotline on 011 7 990 990.
  • 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 accurate refund request. Any refunds that have to be remitted to international bank accounts will require five (5) working days.
  • 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 a verification process by DHPL.
  • All refunds to Customers will be arranged only in the form of a cash deposit to the Customers' bank account or as bill payments / top ups against the phone number used to schedule the appointment.
  • 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.
  • For all appointments made via reservation feature customer will not be eligible for no show refund unless the customer pays the balance payment in full.