Terms of service

1. Introduction and Acceptance

Welcome to DocGini. DocGini is a digital queue, appointment and record-keeping platform, available through our mobile application and website (together, the "Service"), owned and operated by MEDCONS, The Mentor Development Consultants (Private) Limited, a company incorporated in Pakistan ("MEDCONS", "DocGini", "we", "us" or "our").

By creating an account, or by accessing or using the Service in any way, you confirm that you have read, understood and agree to be bound by these Terms of Service ("Terms") and our Privacy Policy, which forms part of these Terms. If you do not agree, please do not use the Service.

2. Definitions

• "Patient" means any person who uses the Service to search for providers, book appointments or manage their health-related bookings and records.
• "Provider" means any doctor, hospital, clinic, physiotherapist, nurse, laboratory or other healthcare professional or facility listed on the Service.
• "User" means any Patient or Provider.
• "Health Information" means any personal information relating to a person's physical or mental health, including consultation notes, prescriptions, lab orders, reports and booking history.
• "Platform Fee" means any fee charged by DocGini for the use of the Service, as described in Section 7.

3. What DocGini Is, and What It Is Not

DocGini is a booking, scheduling and record-keeping platform that connects Patients with independent Providers.

• We are not a medical provider. MEDCONS does not practise medicine, diagnose conditions, prescribe treatment or supervise clinical care.
• No doctor-patient relationship with DocGini. Using the Service does not create a doctor-patient or any other clinical relationship between you and MEDCONS. Any such relationship exists solely between you and the Provider you consult.
• Providers are independent. Providers on the platform are individually licensed by their own regulators, act on their own account, and remain fully and solely responsible for the care they deliver.
• No medical advice. Information on the Service, including provider profiles and directories, is for booking and general information only and is not medical advice.

4. Emergencies

DocGini is not designed for emergencies. If you or anyone with you is experiencing a medical emergency, call your nearest hospital or emergency service immediately. Never delay urgent care to make or wait for a booking on DocGini.

5. Eligibility, Minors and Booking for Others

• Age. You must be at least 13 years old to create an account. Users under 18 may use the Service only with the knowledge and consent of a parent or legal guardian, who accepts these Terms on the minor's behalf and is responsible for the minor's use of the Service.
• Booking for a child. Parents and guardians may book appointments for children under their care.
• Booking for another adult. If you book on behalf of another adult, such as a parent or relative, you confirm that you have their permission to share their personal and Health Information with us and with the Provider.
• Legal capacity. You confirm that you are legally able to enter into these Terms, or that a parent or guardian is doing so for you.

6. Your Account

• You must provide accurate, current and complete information, and keep it up to date.
• You must keep your password and login credentials confidential. You are responsible for all activity under your account.
• Notify us immediately at support@docgini.com if you suspect unauthorized access.
• You may not create accounts for the purpose of impersonating another person, or hold multiple accounts to evade suspension or fees.
• We may suspend or close accounts that abuse the Service, impersonate others, upload fraudulent credentials or breach these Terms or Pakistani law.

7. Bookings, Fees and Payments

• Provider fees. Consultation fees, visit fees, laboratory charges and any other charges for healthcare services are set by the individual Provider, not by DocGini.
• DocGini Platform Fee. DocGini may charge Patients a Platform Fee for using the booking service. Where a Platform Fee applies, it is shown clearly before you confirm your booking, and by confirming you agree to pay it. We may change the Platform Fee from time to time; changes apply only to bookings made after the change is announced in the app.
• Payment. Platform Fees and any other amounts payable through the Service are handled as described in our Refund & Payment Policy. You are responsible for paying agreed Provider fees according to the Provider's requirements.
• Refunds. Refund eligibility for Platform Fees is set out in our Refund & Payment Policy. Refunds of Provider fees are governed by the Provider's own policy.
• Cancellations and rescheduling. These follow the policy of the Provider you booked with. We will display that policy at booking time where possible.
• Punctuality and no-shows. You are responsible for arriving on time, or being reachable at the booked time for home visits or remote consultations. Missed bookings may result in loss of your slot, a Provider-imposed charge where their policy allows, and, for repeated no-shows, restrictions on your account.
• Provider cancellations and delays. Providers may cancel, reschedule or run late for clinical or operational reasons. DocGini will notify you of changes where we are informed, but we do not guarantee any Provider's availability, punctuality or wait times, and queue estimates are indicative only.
• Taxes. Fees may be subject to applicable taxes under Pakistani law.

8. Provider Obligations

If you are a Provider, you additionally agree that:

• Licensing. You hold, and will keep current, every registration and license required to practice in Pakistan, such as valid PMDC, KP Healthcare Commission or AHPC registration, as applicable to your profession and facility.
• Verification. You will submit truthful credentials. DocGini may request documents, verify credentials and suspend profiles pending verification, but we do not guarantee the qualifications, skill or conduct of any Provider. Patients are encouraged to exercise their own judgment.
• Clinical independence. Your clinical judgment is yours alone. DocGini does not review, direct or override it.
• Records. You will keep accurate consultation notes, prescriptions and lab orders and retain them for the period required by Pakistani medical-record law.
• Professional standards. You will comply with the ethical and professional standards of your regulator and with Section 14 of these Terms.
• Fees and payments. Payments from Patients for your services belong to you. DocGini charges a subscription, licensing or transaction fee under a separate Facility Partner Agreement or fee schedule, which prevails over these Terms in case of conflict on commercial matters.
• Accuracy of listings. You will keep your profile, availability, fees and location accurate and current.

9. Patient Obligations

As a Patient, you agree to provide accurate information for bookings and relevant clinical context, to treat Providers and their staff with courtesy, to follow the Provider's instructions and facility rules, and not to use the Service to obtain controlled medicines or services unlawfully.

10. Confidentiality

Health information is deeply personal. Trust is the foundation of DocGini, and confidentiality is a duty on all of us.

• Our commitment. MEDCONS will treat Health Information entrusted to DocGini as confidential. We access and use it only as needed to operate, secure and improve the Service, and as described in our Privacy Policy. We apply appropriate technical and organizational safeguards, as described in our Data Security & Incident Response Policy.
• Provider duties. Providers must keep Patient information strictly confidential, use it only for the Patient's care and for purposes the Patient has agreed to, restrict access to authorized staff who need it, and never disclose it except with the Patient's consent or where required by law.
• User duties. You must not copy, share, publish, sell or misuse any other person's personal or Health Information obtained through the Service, including by screenshot or forwarding.
• Permitted disclosure. Confidential information may be disclosed where required by law, court order or a lawful request from a competent authority, or to protect a person from serious and imminent harm, in each case only to the extent necessary.
• Continuing duty. These duties continue after you stop using the Service or your account is closed.

11. Privacy, Data Protection and Retention

• Privacy Policy. How we collect, use, store and share personal data is explained in our Privacy Policy. You consent to that handling by using the Service.
• Sharing. We share your information only with the Provider you book with, with service providers who process data on our behalf under appropriate confidentiality obligations, or where required by law. We do not sell your Health Information.
• Retention. We retain data only as long as needed for the Service and as required by applicable law, including medical-record retention requirements, in line with our Data Retention & Records Management Policy.
• Your rights. You may request access to, correction of, or deletion of your personal data by contacting us. Deletion requests are honored subject to legal and medical-record retention obligations.
• Breach notification. If a security incident seriously affects your personal data, we will notify affected users and, where required, the competent authorities, without undue delay, as set out in our Data Security & Incident Response Policy.

12. Identity Verification

Where the Service asks for your CNIC or other identity information, we do so to confirm identity, prevent fraud and impersonation, and correctly match you to your records. Such information is used only for those purposes, is protected as Health-level sensitive data, and, where verification is performed through an official service, is handled under that service's rules. You must provide only your own identity information, or that of a person for whom you are lawfully acting.

13. Communications and SMS Consent

• Service messages. By using the Service, you agree to receive transactional messages such as booking confirmations, reminders, queue updates, cancellations and security alerts. These are essential to the Service.
• Promotional messages. We send promotional messages, including SMS, only in accordance with our SMS Marketing & Consent Policy and applicable law. You can opt out at any time through the instructions in the message or in the app, without affecting your access to the Service.
• Accuracy of contact details. You are responsible for keeping your phone number and email address current.

14. Ethical Standards and Professional Conduct

DocGini is built on trust, and we hold everyone on the platform to high ethical standards.

• Providers must act in their Patients' best interests, respect Patient dignity and autonomy, obtain proper consent, and follow the ethical rules of their regulators. Providers must not: misrepresent their qualifications or experience; offer, give, solicit or accept bribes, kickbacks or inducements for referrals or bookings; recommend unnecessary tests or treatments for financial gain; or discriminate against any Patient.
• Patients must not give false information, misuse bookings, harass or abuse Providers and staff, or attempt to obtain services fraudulently.
• Anti-bribery and conflicts of interest. Everyone acting on the Service must comply with anti-bribery laws and disclose real or potential conflicts of interest, consistent with our Code of Conduct, Anti-Bribery and Conflict of Interest Policy.
• Zero tolerance. We do not tolerate discrimination on the basis of gender, religion, ethnicity, disability or social status, nor any harassment, threats or abuse.
• Reporting. Concerns about unethical conduct can be reported to support@docgini.com. We will review them fairly and may take action, including suspension or removal, and may report unlawful conduct to the authorities.

15. Reviews and Ratings

If the Service lets Users post reviews or ratings, they must be honest, based on genuine experience, and free from defamatory, abusive or private information. Fake, paid or retaliatory reviews are prohibited. We may moderate, edit or remove reviews that breach these Terms, and we do not endorse any opinion expressed by Users.

16. Remote Consultations

Where the Service supports telephone or video consultations, you acknowledge that remote care has limits, that a Provider may decide an in-person visit is required, and that connectivity failures can interrupt sessions. Consultations must not be recorded or shared without the consent of all participants. DocGini provides the booking and connection tools only and is not responsible for the clinical content or outcome of a remote consultation.

17. Content and Acceptable Use

• You must not upload or share anything unlawful, defamatory, hateful, sexually explicit, threatening, or that infringes any person's rights.
• You must not scrape, harvest data from, reverse-engineer, decompile, probe or overload the Service, or attempt to bypass security or access controls.
• You must not use the Service to distribute malware, spam or misleading content, or for any unlawful or abusive purpose. Providers and facility staff who access DocGini's administrative tools are also bound by the DocGini Acceptable Use Policy provided to them at onboarding. We may remove content or suspend access where these rules are broken.

18. Intellectual Property

• The DocGini name, logo, design, dashboards, software and all related materials are owned by MEDCONS and protected by applicable intellectual property laws. You may not copy, modify, distribute or create derivative works from them without written permission.
• You retain ownership of the personal and clinical content you enter. You grant MEDCONS a limited, non-exclusive, revocable license to store, process and display that content solely as needed to operate and provide the Service.
• If you give us feedback or suggestions, we may use them to improve the Service without obligation to you.

19. Third-Party Services

The Service may rely on third-party services such as SMS gateways, payment processors, cloud hosting and identity verification services. These parties process data only for the purposes of providing their services to us, under appropriate agreements, in line with our Vendor & Third-Party Risk Management Policy. The Service may also contain links to third-party sites; we are not responsible for their content or practices.

20. Availability, Support and Events Beyond Our Control

• We work to keep DocGini available around the clock, but the Service is provided "as is" and "as available" and may be interrupted for maintenance, updates or reasons beyond our control. We do not guarantee uninterrupted or error-free access.
• We are not liable for failure or delay caused by events beyond our reasonable control, including natural disasters, power or internet outages, strikes, civil unrest, government action or failures of third-party networks (force majeure). Our continuity arrangements are described in our Business Continuity & Disaster Recovery Plan.
• Support is available at support@docgini.com.

21. Disclaimers and Limitation of Liability

• To the extent permitted by Pakistani law, MEDCONS is not liable for: the outcome, quality or timeliness of any medical care delivered by an independent Provider; any Provider's conduct, availability, fees, cancellations or wait times; or any indirect, incidental, special or consequential damages, or loss of profit, data or opportunity arising from use of the Service.
• Where liability cannot lawfully be excluded, our total liability to you for any claim relating to the Service is limited to the amount you paid to DocGini in Platform Fees during the three months before the claim arose.
• Nothing in these Terms limits any liability or any consumer right that cannot be excluded under Pakistani law.

22. Indemnity

You agree to indemnify MEDCONS against claims, losses and reasonable costs arising from your breach of these Terms, your misuse of the Service, or content you submit that infringes another person's rights, except to the extent caused by our own wrongdoing.

23. Suspension and Termination

• By you. You may close your account at any time from the app settings or by contacting support. Closing your account does not cancel amounts already due, and certain data may be retained as described in Section 11.
• By us. We may suspend or terminate access immediately, with or without notice, if you breach these Terms, act unlawfully or unethically, endanger others, or if required by law.
• Effect. On termination your right to use the Service ends. Provisions that by nature should survive, including confidentiality, intellectual property, liability, indemnity and governing law, remain in effect.

24. Complaints and Grievances

If you have a complaint about the Service, a Provider or another User, contact us at support@docgini.com or through the contact page. We will acknowledge complaints promptly and handle them under our Patient Grievance & Complaints Handling Policy. DocGini can help facilitate resolution but cannot substitute for the Provider's own responsibility or for the remedies of a regulator or court. Complaints about clinical care may also be directed to the relevant healthcare regulator.

25. Governing Law and Disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan. We encourage you to raise any dispute with us first so we can try to resolve it informally. Failing that, disputes will be resolved by the courts of Pakistan, without prejudice to any consumer rights you have under Pakistani law.

26. Changes to These Terms

We may update these Terms from time to time. Material changes will be notified at least seven (7) days before they take effect by email, SMS and/or an in-app notice. The "Effective date" and "Version" at the top show the current terms. Continued use of the Service after changes take effect means you accept the updated Terms; if you do not agree, please stop using the Service and close your account.

27. General Provisions

• Entire agreement. These Terms, together with the Privacy Policy and the policies referred to in them, are the entire agreement between you and MEDCONS regarding the Service.
• Severability. If any provision is found invalid or unenforceable, the rest remain in full effect.
• No waiver. Failure to enforce a right is not a waiver of it.
• Assignment. You may not transfer your rights under these Terms without our consent. We may assign ours in connection with a reorganization, merger or sale of the business, with notice to you.
• Language. These Terms are written in English. If a translation is provided, the English version prevails in case of inconsistency.

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By creating an account or using DocGini, you confirm that you have read and agree to these Terms of Service.