Terms of Use & Privacy Policy

PLEASE READ THESE TERMS OF USE CAREFULLY BEFORE USING HEALTH AT HAND

About This Document

These Terms of Use constitute an agreement between you and Health at Hand DMCC (“We” or “Us”, as the context may be). “Health at Hand” is a platform provided by Health at Hand DMCC. There are rules you agree to follow when using the Health at Hand Platform which includes mobile applications, Software Development Kits (SDKs), web widgets, or other user interfaces providing online access to Health at Hand (collectively, the “Platform”)

These terms were most recently updated on 25 March 2025.

Who We Are

We offer a telehealth platform to allow our users (“Users”) to provide their medical history and engage licensed doctors (“Platform Doctors”) to obtain medical support or to access various other wellness services (“Services”).

The platform is licensed under the brand “Health at Hand”, a brand mark owned by Health at Hand DMCC. Health at Hand DMCC is a company incorporated under the laws of Dubai, under trade license number DMCC-782840 and having its registered office at 4207-4208, Tower BB1, Mazaya Business Avenue, JLT

To contact us, please email support@myhealthathand.com.

Description of the Platform

Our Platform gives users access to Platform Doctors via video consultation or telephone, as well as various wellness offerings, and can be accessed through various web Platforms, widgets or mobile applications.  Based on the information you provide; licensed medical practitioners will provide an assessment and treatment recommendation subject to local regulations.

THIS PLATFORM IS AVAILABLE FOR THE SOLE PURPOSE OF FACILITATING COMMUNICATIONS BETWEEN HEALTH SERVICES PROVIDERS AND CONSUMERS WHO CHOOSE TO USE THE ONLINE SERVICE, AND TO ASSIST USERS IN MANAGING THEIR HEALTH WITH THE HELO OF WELLNESS SERVICES AND PRODUCTS. ALL INFORMATION PROVIDED ON THIS PLATFORM OR IN CONNECTION WITH ANY COMMUNICATIONS SUPPORTED BY US, INCLUDING, WITHOUT LIMITATION, REAL-TIME VIDEO, TELEPHONE OR EMAIL COMMUNICATIONS BETWEEN PROFESSIONALS UTILIZING THE PLATFORM AND CONSUMERS IS INTENDED TO BE FOR GENERAL INFORMATIONAL AND HEALTH EDUCATIONAL PURPOSES ONLY. THE PLATFORM IS NOT A SUBSTITUTE FOR PROFESSIONAL MEDICAL DIAGNOSIS OR TREATMENT. RELIANCE ON ANY INFORMATION PROVIDED BY US OR ANY PROFESSIONALS THAT UTILIZE OUR PLATFORM IS SOLELY AT YOUR OWN RISK.

The Platform is not intended for use in a medical emergency or in case of an urgent healthcare need.

If appropriate, you may be referred to an alternative setting to receive care.

This Platform is intended for use only by users who are at least 18 years of age.

By proceeding to use the Platform you confirm your understanding that this Platform is available for the sole purpose of facilitating communications between health services providers and consumers who choose to use our online service.

Use of the Platform

By using our Platform, you confirm that you accept these Terms of Use and Privacy Notice and that you agree to comply with them. If you do not agree to these Terms of Use or consent to the Privacy Notice, you must not use our Platform or access any of the Services.

You agree that we may send to you any notices regarding the Services through electronic means including but not limited to e-mail, mobile text message, push notifications on your mobile device, or communications posted to the Platform. Any of the aforementioned notices is effective when sent by us, regardless of whether you receive or read it.

Changes to These Terms and to the Platform

We amend these Terms of Use from time to time. Every time you wish to use our Platform, please check these Terms of Use to ensure you understand the conditions that apply at that time. Your continued use of the Platform will mean that you accept those changes.

We may update and change our Platform from time to time to reflect changes to our products, our Users’ needs and our business priorities.

Suspension or Withdrawal of the Platform

We do not guarantee that our Platform, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Platform for any reason. We do not guarantee refunds for disrupted services.

You are also responsible for ensuring that all persons who access the Platform using your Account or mobile device are aware of these Terms of Use and other applicable terms and conditions, and that they comply with them.

Account Safety

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion, you have failed to comply with any of the provisions of these Terms of Use.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at support@myhealthathand.com.

We recommend that you do not access the Platform to use the Services on public computers. We also recommend that you do not store your password through your web browser or other software, and that you provide a complex alphanumeric password as your access details.

You may not transfer or share your password with anyone.

Use of Material on Our Platform and Interaction with Platform Doctors

We are the owner or the licensee of all intellectual property rights on our Platform, and in the material published on it.  Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You must not modify any paper or digital copies of any materials or medical reports you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our Platform must always be acknowledged.

You must not use any part of the content on our Platform for commercial purposes.

If you print off, copy or download any part of the Platform in breach of these Terms of Use, your right to use the Platform will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

We grant you a limited, non-exclusive right to access the Platform and use the Services for our personal and non-commercial use as permitted herein.

You agree that you will not use the Platform to violate any applicable laws, distribute viruses or harmful computer code, or attempt to disassemble or reverse engineer any software on the Platform.

You also agree to not engage in any abusive, inappropriate or unlawful behaviour when communicating with the Platform or the Platform Doctors. You agree not to contact, or attempt to contact, any Platform Doctors outside of the Platform.

We are not responsible for websites we link to.

Where the Platform contains links to third parties, these links are provided for your information only. Such links should not be interpreted as an approval or endorsement by us of those linked websites or information you may obtain from them.We have no control over the contents of safety of such links.

You must not misuse our Platform by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Platform, the server on which our Platform is stored or any server, computer or database connected to our Platform. You must not attack our Platform via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Platform will cease immediately

Geographical restrictions

We reserve the right to determine in which locations the Services are provided and make no representation that the Services available through the Platform will be appropriate or available for use outside of any jurisdiction in which we expressly state that we operate.

The medical advice and recommendations should always be correlated with a licensed healthcare provider in your country.

Provision of Health and Wellness Services

In the United Arab Emirates, the provision of Services may occur by Health at Hand DMCC, duly licensed by the Dubai Health Authority under license number 1788507, or by one of Health at Hand’s Service Partners, all of whom are duly licensed to provide the Services which are made available on the Platform. The Platform Doctors in Dubai are licensed with the Dubai Health Authority. BY ACCESSING THE PLATFORM AND USING THE SERVICES PROVIDED BY DOCTORS BASED IN DUBAI, YOU ACKNOWLEDGE THAT YOU ARE ACCESSING A LICENSED HEALTH FACILITY LOCATED IN DUBAI, UNITED ARAB EMIRATES AND GOVERNED BY DUBAI HEALTH AUTHORITY (DHA)

Outside of the United Arab Emirates, You may be routed to a Partner Facility or Doctor based in Your country/region (“Network Doctors”). You will be made aware of the Doctor’s location, credentials, and licensing authority. By accessing the Platform and using the Services provided by Network Doctors, you agree to defend, indemnify and hold harmless Health at Hand from and against any and all liability, claims, damages, and costs, resulting directly or indirectly from or connected with the provision of the Services by Network Doctors

There will be times when your doctor will not be able to provide an assessment using telehealth consultation. The Platform doctors are trained to assess the appropriateness for conducting telehealth consultations on a case-by-case basis. They will ensure that each consultation meets the standards required for patient examination and evaluation: if they are unable to make a full, adequate assessment for advice, based on high quality evidence, they will recommend you visit a doctor in a physical clinic. Provision of health services will vary based on the country of your insurance policy.

In addition to medical services, the Platform may, at its sole discretion, offer a variety of wellness-related services and products (collectively referred to as “Wellness Services”). These may include, but are not limited to, wellness packages, personalized health plans, lifestyle consultations, fitness and nutrition guidance, laboratory testing, mental health support, self-care products, discounted memberships via third-party partners, and any other wellness-related offerings which may be available from time to time. These Wellness Services are intended solely to support the general well-being and lifestyle enhancement of the user and should not be construed as medical services.

You acknowledge and agree that Wellness Services are not intended, nor should they be used, to diagnose, treat, or prevent any medical conditions or diseases. They are not a substitute for professional medical advice, diagnosis, or treatment. You should always seek the advice of your physician or other qualified healthcare provider with any questions you may have regarding a medical condition.

Wellness Services and products may be provided either directly by Health at Hand DMCC or through third-party partners. These third-party providers may or may not be licensed healthcare professionals, depending on the specific nature of the service or product being offered.

You further acknowledge that the Wellness Services and products provided on the Platform may not be governed by the same legal, regulatory, or professional standards as medical services. The effectiveness, availability, and outcomes of the Wellness Services and products are subject to various factors, including but not limited to, local regulations, individual health circumstances, and availability of providers. Health at Hand DMCC makes no representations or warranties, express or implied, regarding the efficacy, reliability, or quality of the Wellness Services and products, nor does it guarantee any specific outcome.

It is also acknowledged that the provision of health and wellness services may be subject to limitations imposed by applicable local laws or regulations in the jurisdiction where the services are being provided. The Wellness Services offered may be restricted to consultations, recommendations, or advice related to wellness and general lifestyle improvements. Any coverage of recommended treatments, wellness products, or services by insurance policies shall be subject to the terms and conditions of the individual insurance policy, and it is your sole responsibility to confirm your insurance coverage with your insurer.

It is further your responsibility to be aware of and comply with the relevant laws and regulations governing health and wellness services in your jurisdiction. If necessary, you should seek advice or consult with a locally licensed healthcare provider, wellness professional, or other qualified expert to ensure that you are receiving appropriate care and services in accordance with applicable legal and regulatory standards.

Our trademarks are registered

Certain names, logos, and other materials displayed on the Platform or in the Services may be trademarks or trade names of Health at Hand or other entities. You are not permitted to use any such trademarks or trade names without our written authorisation. Ownership of all such trademarks and trade names remains with us or those other entities.

Disclaimer of Warranties

We do not warrant that access to or use of the Platform will be uninterrupted or error-free or that defects in the Platform will be corrected. This Platform, including any content or information contained within it or any Service, is provided “as is,” with all faults, with no representations or warranties of any kind, either expressed or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, quality of information, quiet enjoyment, and title/non-infringement. We do not warrant the accuracy, completeness or timeliness of the information obtained through the Platform.

We make every effort to ensure consultations maintain a viable internet connection but we are not responsible for the internet or data bandwidth and signal of your mobile device, nor transmission errors.

You assume total responsibility and risk for your use of this Platform, the Service, and linked web Platforms. We do not warrant that files available for download will be free of viruses, worms, trojan horses or other destructive programming. You are responsible for implementing procedures sufficient to satisfy your needs for data back up and security.

Referrals, Prescriptions and Treatment Recommendations

Your Platform Doctor may refer you to an alternate setting for an in-person consultation when appropriate. We cannot guarantee that the referral will be accepted by any healthcare facility or doctor not contracted by us, nor can we guarantee that it will be covered by your insurance. It is your sole responsibility to ensure that the facility or doctor is within your insurance network and will be covered by your policy.

Your Platform Doctor may issue a prescription or recommend over-the-counter (OTC) treatment depending on (a) medical necessity, and (b) local regulations. We cannot guarantee that the prescription will be accepted by any pharmacy or covered by your insurance. We cannot guarantee that the prescription or over-the-counter medicine will be available in your location. It is your sole responsibility to ensure availability of treatment and insurance coverage.

Limitation of Liability

WE AND ANY THIRD PARTIES MENTIONED ON THIS PLATFORM ARE NEITHER RESPONSIBLE NOR LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, PUNITIVE, OR OTHER DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOST PROFITS, SALES OR REVENUE, LOST DATA, LOSS OF BUSINESS OPPORTUNITY, GOODWILL OR REPUTATION, LOSS OF ANTICIPATED SAVINGS OR BUSINESS INTERRUPTION) ARISING OUT OF OR RELATING IN ANY WAY TO THE PLATFORM, PLATFORM-RELATED SERVICES, CONTENT OR INFORMATION CONTAINED WITHIN THE PLATFORM, AND/OR ANY LINKED WEBSITE, WHETHER BASED ON WARRANTY, CONTRACT, TORT, OR ANY OTHER LEGAL THEORY AND WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. YOUR SOLE REMEDY FOR DISSATISFACTION WITH THE PLATFORM, PLATFORM-RELATED SERVICES, AND/OR LINKED WEBSITES IS TO STOP USING THE PLATFORM AND/OR THOSE SERVICES. WE DO NOT EXCLUDE OR LIMIT IN ANY WAY OUR LIABILITY TO YOU WHERE IT WOULD BE UNLAWFUL TO DO SO. PLEASE NOTE THAT WE ONLY PROVIDE THE PLATFORM FOR DOMESTIC AND PRIVATE USE. YOU AGREE NOT TO USE OUR PLATFORM FOR ANY COMMERCIAL OR BUSINESS PURPOSES.

Indemnification

You agree to indemnify, defend and hold harmless us and our officers, directors, employees, agents, subsidiaries, affiliates, licensors, and suppliers, harmless from and against any claim, actions, demands, liabilities and settlements, including without limitation reasonable legal fees, resulting from, or alleged to result from, your violation of these Terms of Use or applicable law, or access by anyone accessing the Platform

Force Majeure

We will not be deemed to be in breach of these Terms of Use or liable for any breach of these Terms of Use or our Privacy Policy due to any event or occurrence beyond our reasonable control, including without limitation, acts of God, terrorism, war, invasion, failures of any public networks, electrical shortages, earthquakes or floods, civil disorder, strikes, fire or other disaster.

Termination

We may suspend or terminate your use of the Platform for any reason. Except to the extent that Platform Doctors are required to provide you with any ongoing care that may be applicable, in the event of the aforementioned termination by you or us, we will be under no obligation to provide you with any Services.

We reserve the right to maintain or destroy any and all communications with you pursuant to our Privacy Notice.

Dispute Resolution and Governing Law

For any matter relating to the Services relating to these Terms of Use, their subject matter and their formation are governed by the laws of Dubai, U.A.E.  Any dispute arising out of or in connection with the Services or these Terms of use, including any question regarding its existence, validity, or termination, shall be referred to and finally resolved by the Courts of Dubai, United Arab Emirates.

PRIVACY NOTICE

In the context of its business and in order to conduct activities related to this, Health at Hand DMCC is obliged to collect and process Personal Identifiable Data (“PID”) and/or Protected Health Information (“PHI”) from Users (collectively the “Data”). “Personal Data” in this regard refers to any information relating to an identified or identifiable person, while PHI refers to any personal medical information created or received by Health at Hand for the purposes of providing the Services.

Health at Hand pays careful attention to the protection of privacy and confidentiality in the handling of personal data and PHI. In this context, this Privacy Notice seeks to explain:

• the type of Data collected, processed and used by Health at Hand
• how this Data is collected
• why this Data is collected, processed and used
• with whom this Data can be shared or disclosed
• your rights regarding this Data

Please read this notice carefully.

1. WHO IS THE DATA CONTROLLER?

Health at Hand is responsible for the processing of the Data of its Users.

As such, Health at Hand is considered to be responsible for the processing of your data as defined by the laws and regulations applicable to data protection.

2. WHAT PERSONAL DATA WILL BE COLLECTED?

We will collect and process some or all of your following Personal Data

Surname, first name, contact title (Mr/Ms/Dr)

• Gender;
• Country of Residence;
• Date of Birth;
• E-mail address;
• Phone number;
• Policy details;
• Appointment date and time

3. WHAT PROTECTED HEALTH INFORMATION WILL BE COLLECTED?

We will collect and process some or all of your following PHI

• Symptoms;
• Reason for appointment;
• Diagnosis and ICD code;
• Consultation outcome;

4. HOW WILL WE OBTAIN AND USE YOUR DATA?

We process data obtained from yourself, or from Platform doctors who have provided services to you.

We will collect and process your Personal Data for the following purposes :

• To register your details in our database as a User;
• To verify your eligibility with your insurance provider;
• To facilitate the appointment with your Platform Doctor;
• To invoice your insurance provider for your consultation;
• To facilitate claims management activities
• To meet any legal obligations (for example, regulatory, fiscal accounting and administrative obligations;
• To configure and manage your account for technical support or other related purposes;
• To respond to compulsory requisition by the applicable laws and regulations.

We will collect and process Protected Health Information for the following purposes:

• To remunerate our Platform Doctors for consultations with You;
• To invoice your insurance provider for your consultation;
• To facilitate claims management activities
• To conduct quality assurance of Platform Doctors

5. ON WHAT LEGAL BASIS DO WE COLLECT, PROCESS AND USE YOUR PERSONAL DATA?

We collect, process and use your Data securely under the following legal basis:

• The terms of your service contract with your insurance provider to the extent that the collection and processing of data is necessary for our performance under this contract
• The services you have voluntarily chosen to access on our Platform
• Compliance with our legal or regulatory obligations

6. WHO WILL HAVE ACCESS TO YOUR DATA?

We will ensure that your Data is processed in a manner that is compatible with the purposes indicated above and data may be communicated, where strictly necessary, to the following recipients or categories of recipients: 

• Health at Hand and the persons authorized by Health at Hand and/or persons working on behalf of Health at Hand;
• Network Doctors, partners, and other service companies to discharge operations (consultations, referrals, medication delivery) in compliance with their legal, regulatory and/ or ethical obligations;
• Judicial, administrative, fiscal and social authorities in application of laws and regulations;

7. WHERE WILL MY PERSONAL DATA BE PROCESSED?

According to the regulation in force, your Data may be processed both inside and outside of the European Economic Area (“EEA”) and/or the United States of America (“US”).

We will ensure that contractual restrictions are applied to confidentiality and security, in accordance with applicable data protection laws and regulations.

We will not disclose your Personal Data to entities or individuals who are not authorized to process them.

Health at Hand is a subsidiary of Allianz Partners and Allianz Group. If the Personal Data is processed outside of the EEA or US, we will ensure that the recipient of the Personal Data ensures an adequate level of data protection. Thus, any transfer of data outside the EEA / US  may only take place within the framework of the “Allianz Privacy Standard” (Allianz Group Internal Business Rules), which establish adequate protection of Personal Data in accordance with current European regulations and which are legally binding for all companies in the Allianz Group.

You can find out what safeguards we apply for such transfers (for example, Standard Contractual Clauses) by contacting us as detailed in section 9 below.

8. WHAT ARE YOUR RIGHTS IN RESPECT OF YOUR DATA?

To the extent permitted by applicable data protection laws and regulations in the respective jurisdictions, you have the right to:

• Access your Data, including in electronic form
• Update or correct your Data
• Ask to delete your Data if no longer necessary for the purposes indicated above
• Limit the processing of your Data in the circumstances provided for by the regulations in force
• Oppose the processing of your Data in the circumstances provided for by the regulations in force
• Withdraw your consent at any time in the circumstances provided for by the regulations in force
• File the appeals provided for by the regulations in force with the data controller and/or the data protection authority concerned.

You can exercise these rights by contacting us as indicated in article 9 below, indicating your name, e-mail address and the purpose of your request.

Where permitted by law or regulation, you have the right to object to us processing your Data or to ask us to stop processing them. Once we have been informed of your request, we will no longer process your Data unless authorized by law or regulation.

9. HOW LONG DO WE KEEP YOUR DATA?

We undertake to retain your Data only for as long as necessary to fulfil the commitments for which the data was collected or to fulfil legal obligations. 

10. HOW CAN YOU CONTACT US?

If you have any queries about how we use your Personal Data, you can contact us by email or post as follows:

Health at Hand DMCC

support@myhealthathand.com

11. HOW OFTEN DO WE UPDATE THIS PRIVACY NOTICE?

We regularly review this privacy notice. We will inform you in the event of any material changes that may have an impact on the processing of your Personal Data. This privacy notice was last updated on 25 March, 2025.