Acceptable Use Policy

1. Purpose and scope

This Acceptable Use Policy ("Policy") sets out what is and is not allowed when using DocGini, including the website, the mobile application, the patient portal and the dashboards used by doctors, hospitals, clinic staff, physiotherapists and nurses (together, the "Service"). It forms part of our Terms of Service, and words defined there have the same meaning here.

This Policy applies to every User: Patients, Providers, and anyone acting for them, such as family members booking for a relative, and front-desk, nursing and administrative staff invited by a hospital or clinic.

2. Using DocGini the right way

You may use the Service to:

• search for Providers and book, reschedule or cancel appointments and home visits for yourself, or for a person you are lawfully acting for;
• keep, view and download your own health records and those of family members registered under your account;
• as a Provider, manage your schedule, queue, consultations, prescriptions, lab orders and records for the Patients who book with you;
• as facility staff, carry out the tasks your hospital or clinic has given you access to, and nothing more.

3. Health information and privacy

Health information is the most sensitive information on DocGini. You must:

• access a Patient's record only when you have a genuine care or administrative need to, for a Patient who is under your or your facility's care;
• never browse, search or open records out of curiosity, including those of colleagues, relatives, neighbours or public figures;
• never copy, screenshot, photograph, print, forward, share or publish another person's personal or health information, except as needed for their care or as the law requires;
• never use information from DocGini to contact Patients for marketing, sales or any purpose unrelated to their care;
• keep printed prescriptions, lab orders and reports secure, and dispose of them safely;
• tell us straight away at support@docgini.com if you see or suspect that information has been accessed or shared wrongly.

Every view and change of a record may be logged, and these logs may be reviewed.

4. Accounts, identity and security

• One person, one account. Do not create more than one account of the same kind, or use a second account to get around a suspension, a no-show restriction or a fee.
• Be who you say you are. Do not register with someone else's name, CNIC, mobile number, email address, PMDC, AHPC or other registration.
• Keep your sign-in to yourself. Do not share your password, one-time codes or two-factor device, and do not let anyone else work under your account. Facility staff must each have their own login.
• Lock the door. Sign out on shared computers, and do not leave a signed-in dashboard unattended where others can see it.
• Report problems. If you think your account has been used by someone else, change your password and contact us at once.

5. Bookings

• Book only appointments you intend to keep, and cancel in good time if your plans change so another Patient can have the slot.
• Do not make fake, speculative or duplicate bookings, or hold slots on behalf of others for payment.
• Give accurate patient details, address and clinical context. False information can put a Patient at risk.
• Repeated missed appointments pause online booking on your account, as set out in the Terms of Service.

6. Providers and facility staff

If you use DocGini's dashboards and administrative tools, you also agree that you will:

• act only within the scope of your licence, training and the role your facility has given you;
• keep your profile, fees, availability and locations accurate, and record consultations, prescriptions and lab orders truthfully and promptly;
• never alter, back-date or delete clinical records to hide an error or mislead anyone;
• not use the Service to ask for or accept payments, gifts, commissions or inducements beyond the published fee, or to steer Patients to a particular pharmacy, laboratory or provider for personal gain;
• not export Patient lists or contact details for use outside the Service;
• when a staff member leaves or changes role, have the facility remove or change their access straight away.

7. Content and communications

Anything you write, upload or send through the Service, including notes, messages, profile text, photos and documents, must not:

• be unlawful, false or misleading, defamatory, hateful, obscene, sexually explicit, threatening or harassing;
• discriminate against anyone on the basis of gender, religion, sect, ethnicity, language, disability, social status or any other personal characteristic;
• infringe anyone's copyright, trademark, privacy or other rights;
• contain advertising, spam, chain messages or links to unrelated websites;
• promote or offer controlled, counterfeit or unregistered medicines, or any unlawful service;
• contain viruses, malware or anything designed to damage or gain access to systems or data.

8. Reviews and ratings

• Review only a visit you or the person you booked for actually had.
• Keep reviews honest and fair, and leave out private health details and personal attacks.
• Do not post fake, paid or retaliatory reviews, and do not offer or accept anything in exchange for a review. Providers must not review themselves or pressure Patients over their rating.

9. Protecting the platform

You must not, and must not help anyone else to:

• probe, scan or test the Service for weaknesses, or try to bypass sign-in, two-factor, permissions or any other security or access control;
• access, or try to access, any account, record or part of the Service you are not authorised to use;
• scrape, crawl, harvest or bulk-download data, including doctor directories and blood donor lists, by automated or manual means;
• copy, reverse-engineer, decompile or build a competing product from the Service's software, design or data;
• overload, flood or disrupt the Service, including by sending excessive requests, one-time code requests or messages;
• misuse SMS, email or notification features, for example by triggering messages to numbers or addresses that are not yours.

If you believe you have found a security weakness, please report it privately to support@docgini.com and do not use or share it. We appreciate responsible reports.

10. Blood donors and community features

Donor contact details are shared only so that people in genuine need can reach a donor. Use them only to arrange a donation. Do not use them for marketing or any other contact, do not pass them on, and never offer or ask for payment for blood.

11. Reporting a concern

If you see something on DocGini that breaks this Policy, or you are treated in a way that it forbids, tell us at support@docgini.com or through the contact page. Please include what happened, when, and the account or page involved. We handle reports fairly and in confidence, and we will not tolerate retaliation against anyone who reports in good faith. Complaints are handled under our Patient Grievance and Complaints Policy.

12. What happens if the rules are broken

Depending on how serious the breach is, and whether it has happened before, we may:

• give a warning, or ask you to correct or remove content;
• remove or hide content, reviews or listings;
• restrict features, such as online booking, messaging or access to certain records;
• suspend or close the account, and refuse a new one;
• inform the Provider's facility or regulator, such as the PMDC, KP Healthcare Commission or AHPC, where professional conduct is involved;
• report suspected crimes to the police or other competent authorities, and preserve information needed for an investigation.

Where the risk to Patients, data or the Service is serious, we may act immediately and without prior notice. If you think we have got it wrong, you can ask us to review the decision by writing to support@docgini.com.

13. Changes to this Policy

We may update this Policy from time to time. Material changes will be notified at least seven (7) days before they take effect, in the same way as changes to the Terms of Service. The effective date and version at the top show the current Policy.

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