MyCare General Terms & Conditions

Please review the applicable MyCare service terms and conditions before booking, purchasing, or receiving any service. These terms explain eligibility requirements, medical assessment, cancellations, refunds, privacy, safety responsibilities, and service limitations.

Each service has its own terms based on the type of care provided. Please select the relevant terms below:


MyCare Home Healthcare LLC SOC

Introduction

Effective Date: July 2026

These Terms & Conditions govern all services provided by MyCare Home Healthcare LLC S.O.C. By booking an appointment or using our services, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.

Scope and Services

MyCare Home Healthcare provides healthcare services including, but not limited to:

  • Home Visit Doctor Consultations
  • Remote Doctor Consultation
  • Home Nursing Services
  • Physiotherapy
  • IV Therapy
  • Laboratory & Diagnostic Services
  • Wellness Programs such as Peptide Therapy, GLP1 Weight Loss Program
  • Chronic Disease Management
  • Corporate Healthcare Services
  • Other healthcare services as offered by MyCare.

All services are provided by licensed healthcare professionals in accordance with applicable UAE laws and Dubai Health Authority (DHA) regulations.

Appointment Booking

Appointments may be booked through:

  • Telephone Calls
  • WhatsApp
  • Website
  • Mobile applications (if applicable)
  • Email
  • Authorized representatives

Appointments are CONFIRMED ONLY AFTER:

  • Availability of healthcare professionals and schedule
  • Confirmation by Mycare with official documentation (e.g. confirmation message)
  • Payment or deposit (where majority of the services, unless prior arrangements have been made, are prepaid upon booking)

Appointment times are scheduled in advance, however it may occasionally be affected by traffic, emergencies, weather conditions, or unforeseen operational circumstances. Mycare will inform the client at least 1 hour prior to the appointment should there be any minor delays.

Home Visit Appointments

It is a MUST that the patient will:

  • Provide an accurate address and contact details.
  • Ensure safe and reasonable access to the premises.
  • Inform MyCare of any pets, access restrictions, or safety concerns before the visit.
  • Ensure an adult is present for minors or patients unable to provide consent.

If access is denied or the patient is unavailable, the appointment may be considered a no-show.

Patient Responsibilities

Patients agree to:

  • Provide complete, accurate and truthful medical information.
  • Inform healthcare providers of allergies, medications, and medical history.
  • Follow clinical advice and treatment instructions.
  • Treat healthcare professionals respectfully, without any form of discrimination.
  • Maintain a safe environment during home visits.

Consent to Treatment

The patient understands and agrees that:

  • No medical procedure or treatment requiring informed consent will be performed without the patient's or legally authorized representative's consent.
  • The patient shall review and sign all applicable consent forms before any procedure, treatment, diagnostic test, IV therapy, injections, laboratory collection, or other healthcare intervention requiring consent.
  • The healthcare professional will explain the nature, purpose, expected benefits, potential risks, possible complications, available alternatives, and limitations of the proposed treatment.
  • The patient has the right to ask questions before providing consent.
  • The patient may withdraw consent at any time before a procedure begins, subject to any applicable cancellation charges.

Refusal to sign required consent forms may result in MyCare declining to provide the requested service where consent is legally or clinically required.

Clinical Decision Making

Healthcare professionals reserve the right to:

  • Decline treatment when clinically inappropriate.
  • Modify or discontinue treatment based on clinical assessment.
  • Recommend additional investigations.
  • Refer the patient to another healthcare provider or hospital.
  • Recommend immediate emergency care where necessary.

Medical decisions are based solely on clinical judgment and patient safety.

Cancellation & Rescheduling Policy

Patients may cancel an appointment without charge by providing at least three (3) hours' notice before the scheduled appointment time. Upon receiving the cancellation request, MyCare will contact the patient to arrange a rescheduled appointment, subject to availability.

For cancellations made less than two (2) hours before the scheduled appointment, MyCare reserves the right to apply either of the following, at its sole discretion:

  • (a) Treat any payment already made for the appointment as non-refundable; OR
  • (b) If the patient elects not to reschedule and is eligible for a refund, deduct an administrative cancellation fee of AED 100 from the refundable amount.

Appointment reminders are typically sent one (1) hour before the scheduled appointment; however, healthcare professionals may be dispatched prior to the appointment time based on operational requirements. If an appointment is cancelled after a healthcare professional has been dispatched, MyCare reserves the right to charge a call-out and/or transportation fee, which may be deducted from any applicable refund or charged separately.

No Show Policy

A patient will be considered a no-show if:

  • They are unavailable at the agreed location.
  • They cannot be contacted.
  • Access cannot be obtained.
  • They fail to attend a scheduled remote consultation within 30 minutes from the appointed time.
  • The appointment cannot proceed due to patient-related reasons.

Previous payments will be forfeited should there be any instances of no-show.

Payment Terms

Unless otherwise agreed in writing or expressly approved by MyCare staff, all services shall be prepaid prior to the scheduled appointment.

Prepayment is required as certain healthcare services involve advance preparation, including but not limited to the procurement, preparation, dispensing, or allocation of medications, medical supplies, consumables, laboratory materials, and healthcare personnel.

At MyCare's sole discretion, payments may be accepted at the time of the appointment by cash, credit card, debit card, or other approved payment methods, provided that such arrangement has been agreed upon in advance.

Failure to make the required payment may result in the forfeiture of slot, postponement, cancellation, or non-provision of the scheduled service.

For corporate clients, insurance providers, or other approved accounts with agreed credit terms, payment shall be made in accordance with the applicable service agreement or invoice terms.

Refund Policy

Refunds are considered only under the following circumstances:

  • MyCare is unable to provide the booked service.
  • Duplicate payments.
  • Billing errors.
  • Services cancelled by MyCare before commencement.

Refunds will generally not be granted for:

  • Completed consultations.
  • Completed treatments.
  • Laboratory specimens already collected.
  • Medications or consumable medical supplies already administered or opened.
  • Late cancellations.
  • No-show appointments.
  • Services discontinued by the patient after commencement.

Approved refunds will be processed through the original payment method whenever reasonably possible.

Mycare staff shall provide updates to the patient whenever refunds are processed. Processing times depend on banking institutions and payment providers.

Health Packages Policy

Healthcare packages:

  • Are valid only for the patient or client it is intended for.
  • Are non-transferable.
  • Must be utilized within the stated validity period.
  • Are not redeemable for cash.
  • May not be partially refunded after commencement unless otherwise required by applicable law.

Unused sessions or amount paid remaining after expiry shall be forfeited unless an extension has been approved in writing.

If there is any situation of unused services that is already paid, such as that the patient becomes medically unsuitable for continued treatment or for other valid reasons, MyCare may, at its discretion, determine an appropriate resolution, such as carryover the amount not used for any other treatment or services needed.

Data Privacy and Confidentiality

The patient acknowledges that:

  • Personal and medical information will be collected ONLY for healthcare, administrative, insurance, legal, regulatory, billing, and quality assurance purposes.
  • Medical records will be maintained confidentially in accordance with UAE laws and Dubai Health Authority requirements.
  • Patient information will only be disclosed:
    • with patient authorization;
    • where required by law;
    • to insurers where applicable;
    • to healthcare professionals directly involved in patient care;
    • to government or regulatory authorities when legally required.

The patient understands that MyCare maintains appropriate administrative, technical, and physical safeguards to protect confidential information.

Photography, Audio & Video Recording

Photography, audio recording, or video recording of healthcare professionals during consultations or procedures is prohibited without prior consent.

Clinical photographs required for medical documentation shall only be taken with patient consent where applicable.

Emergency Situations

MyCare is NOT an emergency medical service provider.

Patients experiencing chest pain, severe bleeding, stroke symptoms, difficulty breathing, unconsciousness, seizures, or other medical emergencies should immediately contact emergency medical services or proceed to the nearest emergency department.

Limitation of Liability

Healthcare outcomes cannot be guaranteed.

MyCare shall not be liable for outcomes arising from:

  • inaccurate or incomplete information provided by the patient;
  • failure to follow medical advice;
  • refusal of recommended treatment;
  • delays beyond MyCare's reasonable control;
  • recognized risks or complications associated with medical treatment.

Right to Refuse or Discontinue Service

MyCare reserves the right to refuse or discontinue services where:

  • Staff safety is threatened.
  • Abuse, harassment, violence, or inappropriate behaviour occurs.
  • Clinical assessment determines that the requested treatment is unsafe or inappropriate.
  • Required consent cannot be obtained.
  • Payment obligations remain outstanding.

Complaints and Feedbacks

Patients may submit complaints through MyCare's official communication channels.

All complaints will be investigated in accordance with MyCare's Quality Management System

Amendments

MyCare may amend these Terms & Conditions at any time. Updated versions shall become effective upon publication or communication to patients.

Governing Law

These Terms & Conditions shall be governed by the laws of the United Arab Emirates and applicable Dubai Health Authority regulations.

Any disputes shall be subject to the jurisdiction of the competent courts of Dubai.

Patient Acknowledgement

I confirm that:

  • I have read and understood these Terms & Conditions.
  • I have had the opportunity to ask questions.
  • I agree to comply with these Terms & Conditions.
  • I understand that separate informed consent forms may be required for specific procedures or treatments.
  • I certify that the medical information I have provided is true, complete, and accurate to the best of my knowledge.