MediCase Terms and Conditions

These Terms explain how MediCase works and how we protect your information. By submitting a request to MediCase or ticking the acceptance box on our request form, you agree to them. Effective date: 28 September 2026. Version: 1.0.

MediCase by MyCare is operated by MyCare Home Healthcare LLC S.O.C., Trade Licence No. 1526906, DHA Health Facility Licence No. 6784437, Office 202, Capital Golden Tower, Business Bay, Dubai, UAE ("MyCare", "we", "us").

At a Glance

• Free for you. You pay nothing for MediCase. Neither does your employer.
• Confidential. We do not share your medical details with your employer unless you ask us to in writing.
• Voluntary. Using MediCase is your choice and does not affect your job.
• No marketing without your permission. We only send you offers or news if you opt in, and you can stop at any time.
• Not for emergencies. In an emergency, call 998 (ambulance) or 999 (police), or go to the nearest emergency department.
• We coordinate, doctors treat. We help you find and access the right care. Diagnosis and treatment are decided by your doctor.
• Available 24/7. WhatsApp 050-208-4136 or call 04 256 8827.

1. About MediCase

1. MediCase is a healthcare case-management service. We help you understand your options, find a suitable doctor, clinic or hospital, arrange appointments, and follow up on approvals with your insurer.
2. MediCase is available to employees of companies that have partnered with MyCare, and to members of partner organisations. We may ask you to confirm your employer or membership before we help you. You must be 18 or older to submit a request. A parent or legal guardian may submit a request for a child under 18.
3. You can contact us 24 hours a day, 7 days a week, by WhatsApp, phone, or the MediCase request form. [Response times: confirm, e.g. "We aim to reply within [2] hours."]

2. How It Works

1. Submit a request. Share your name, contact details, employer, Emirate, and a short description of what you need. You may attach medical reports, prescriptions or insurance cards if you wish.
2. Case review. A MediCase coordinator reviews your request and may call or message you for more details.
3. Options and referral. We suggest suitable healthcare providers and help you book with the one you choose.
4. Insurance support. Where needed, we help with pre-approvals and paperwork with your insurer.
5. Follow-up. We check in with you until your request is resolved.

3. What MediCase Does Not Do

1. Emergencies. MediCase is not an emergency service. If you have chest pain, difficulty breathing, severe bleeding, loss of consciousness or any other emergency, call 998 or go to the nearest emergency department immediately.
2. Diagnosis and treatment. Our coordinators do not diagnose conditions or prescribe treatment. Any medical information we give you is general guidance. Always follow the advice of the doctor treating you.
3. Insurance decisions. We cannot guarantee that your insurer will approve or cover any treatment. Coverage is decided by your insurer under your policy.
4. Provider care. Hospitals, clinics and doctors we refer you to are independent. They are responsible for the care they provide.

4. Cost

1. MediCase is free of charge to you and to your employer.
2. You are always free to choose your own healthcare provider, including one outside the providers we suggest. We will still help you where we can.
3. MediCase does not cover your medical bills. Any costs not covered by your insurance, such as co-payments, deductibles or excluded treatment, are between you, your insurer and the provider. Where possible, we will tell you what we know about expected costs before you book.

5. Your Privacy and Confidentiality

What we collect

1. Details you give us: name, mobile number, email, employer, Emirate, and your request.
2. Health information you share, or that providers and insurers share with us about your case, such as medical reports, test results, prescriptions and insurance details.
3. Eligibility details from your employer: your name, employee ID, employing company, work location, contact details and insurance membership number. Your employer never sends us your medical information.
4. Technical data when you use our website or request form, such as device type, browser, IP address and pages visited, collected through cookies. Essential cookies are needed for the site to work. We use analytics cookies only if you accept them in our cookie banner.

How we use it

5. To deliver MediCase to you: reviewing your request, arranging care, handling insurance approvals and following up.
6. To improve our service, using anonymised or aggregated information wherever possible.
7. To meet our legal and regulatory duties, including Dubai Health Authority record-keeping.
8. To send you marketing, only if you opt in (see section 6).

We do not sell or rent your personal information to anyone.

Who we share it with

9. Healthcare providers you choose, only as much as needed to arrange your care.
10. Your insurer, only as much as needed to confirm cover and obtain approvals.
11. Your employer: never your medical details, unless you ask us in writing (for example, to help with sick leave). Your employer may receive anonymous statistics only, such as the total number of cases handled. These never identify you.
12. Our service providers (for example, IT, cloud hosting and messaging providers) who help us run MediCase. They may use your information only on our instructions and are bound by confidentiality.
13. Authorities, only where UAE law, a court or a regulator requires it, or to protect life in an emergency.

How we protect and keep it

14. Your health information is stored in the UAE, protected by access controls and encryption, and handled only by trained staff bound by confidentiality.
15. We keep health records for as long as UAE health law requires (currently at least 25 years from your last health service). We keep marketing preferences until you opt out, and other information only as long as needed for the purpose it was collected.
16. We comply with Federal Law No. 2 of 2019 on the use of ICT in health fields, Federal Decree-Law No. 45 of 2021 on personal data protection where it applies, and Dubai Health Authority requirements.

Your rights

17. You can ask to see or correct the information we hold about you. We will respond within [30] days.
18. You can withdraw your consent and stop using MediCase at any time. We will then stop processing your information, except records the law requires us to keep.
19. You can ask us to delete information we are not legally required to keep.
20. You can opt out of marketing at any time (see section 6).
21. To use any of these rights, contact us using the details in section 10. If you are not satisfied with our response, you may complain to the Dubai Health Authority or the UAE Data Office.

6. Marketing Communications

1. Opt-in only. We send marketing only if you tick the optional marketing box on our request form or otherwise opt in. Saying no does not affect your use of MediCase in any way.
2. What we may send: health and wellness tips, invitations to health events, and news about services offered by MyCare.
3. How we contact you: by email, SMS, WhatsApp or phone, using only the channels you agreed to. Marketing calls are made only from our registered business numbers, between 9:00 am and 6:00 pm, and we respect the UAE Do Not Call Registry.
4. We never use your health information for marketing. We do not use your medical history, diagnosis or case details to decide what marketing you receive.
5. We never use employer information for marketing. Details your employer gives us to confirm eligibility are used only to deliver MediCase.
6. No sharing for others' marketing. We do not give your details to other companies for their own marketing.
7. Opting out. Reply STOP, use the unsubscribe link in any message, or contact us. We will stop within [5] working days.
8. Service messages are not marketing. While your case is open, we will still contact you about your request.

7. Your Responsibilities

1. Give us accurate and complete information, and tell us if anything changes.
2. Only submit requests for yourself, or for someone else with their permission. [Confirm whether MediCase covers employees' family members.]
3. Follow your doctor's advice and attend appointments you book, or cancel them in good time.
4. Treat our coordinators and healthcare providers with respect. We may stop providing MediCase to anyone who is abusive or misuses the service.

8. Using Our Website and Request Form

1. Information on our website is general and is not medical advice.
2. You must not misuse the website or form, for example by submitting false requests, uploading harmful files, or trying to access systems or data you are not authorised to use.
3. The MediCase and MyCare names, logos and website content belong to MyCare. You may not copy or use them without our written permission.
4. Our website may link to other websites. We are not responsible for their content or privacy practices.
5. We aim to keep the website and form available at all times but cannot guarantee uninterrupted access. If the form is unavailable, contact us by WhatsApp or phone.

9. General Terms

1. Liability. We will provide MediCase with reasonable care and skill. We are not responsible for the medical care, advice or decisions of independent healthcare providers, or for decisions made by your insurer. Nothing in these Terms limits any liability that cannot be limited under UAE law.
2. Complaints. If you are unhappy with MediCase, contact us and we will aim to respond within [5] working days. If you are still not satisfied, you may contact the Dubai Health Authority.
3. Changes. We may update these Terms from time to time. The latest version, with its effective date, will always be on our website. For important changes, we will also notify you by message if we have your contact details.
4. Language. These Terms are provided in English and Arabic. If there is any difference between them, the [Arabic / English] version prevails.
5. Severability. If any part of these Terms is found invalid, the rest remains in effect.
6. Governing law. These Terms are governed by the laws of the Emirate of Dubai and the federal laws of the UAE. Any dispute will be handled by the courts of Dubai.

10. Contact Us

MediCase is not an emergency service. In an emergency, call 998 or go to the nearest emergency department.