User Terms and Conditions
Last Updated: August 30, 2026
1. General Terms
These General Terms and Conditions for Users (hereinafter referred to as the “User Terms and Conditions”) are issued by Mediserve Healthcare Consultancy LLC, having its registered office at Shams Business Center, Sharjah Media City Free Zone, Al Messaned, Sharjah, UAE under license number 2647142.01, as the sole owner and operator of the website www.docmate.ae (hereinafter referred to as the “Service Provider” and the “Website”, respectively).
These User Terms and Conditions regulate the legal relationship between the Service Provider and any person using the Website (hereinafter referred to as the “User”) in connection with the use of the services made available by the Service Provider through the Website, as well as all matters arising from such relationship.
These User Terms and Conditions are governed by the applicable laws of the United Arab Emirates.
The User Terms and Conditions form part of the agreement between the Service Provider and the User because the Service Provider provides the User with the opportunity to review and accept these terms before entering into the agreement.
These Terms and Conditions apply to the use of the Service Provider’s services. By registering with and using the Website, the User confirms and agrees to be bound by these User Terms and Conditions.
2. Definitions and Basic Concepts
For the purposes of these User Terms and Conditions, the following terms shall have the meanings set out below:
- “Parties” means the User and the Service Provider collectively.
- “Partner” means a partner of the Service Provider that is either an individual or a company licensed by the Dubai Health Authority (DHA) to provide healthcare services, or a natural or legal person authorized to provide non-healthcare services within the UAE.
- “Data Controller” means the Service Provider, which independently determines the purposes and methods of processing personal data.
- “Database” means the Partners available through the Website, including their contact details and other relevant information, as well as the User’s name, telephone number, and other information requested by the Partner.
- “Service” means the intermediary service provided by the Service Provider through which its system receives, processes, and transmits appointment bookings made by Users to Partners. The Service Provider does not personally meet Users, and the Service is provided to Users free of charge.
- “Service Provider” means Mediserve Healthcare Consultancy LLC, having its registered office at Shams Business Center, Sharjah Media City Free Zone, Al Messaned, Sharjah, UAE, license number 2647142.01, and email address admin@docmate.ae.
- “Recipient” means any natural or legal person, including a Partner, analytics service provider, or marketing service provider, to whom or with whom personal data is communicated in connection with the Service.
- “Processing” means any operation or series of operations performed on personal data or sets of personal data collected from Users and Partners, whether carried out through automated means or otherwise. This includes collection, recording, organization, structuring, storage, adaptation, alteration, retrieval, consultation, use, disclosure through transmission, dissemination, making available by other means, alignment, combination, restriction, erasure, or destruction.
- “Treatment” means healthcare services provided to the User by an individual or company authorized to provide healthcare services and acting as a Partner through the Website. It also includes well-being services booked through the Website by the Partner and provided by the Service Provider for the purpose of maintaining the User’s physical and mental health. Treatment may be provided either through face-to-face consultations or online consultations.
- “Treatment Details” means information supplied by the Partner concerning a Treatment, including information about doctors, their schedules, available appointments, locations, prices, and descriptions of the Treatment.
- “Visit” means a Treatment appointment that the User has attended.
- “User” means an individual who makes an appointment with a Partner of the Service Provider through the Website, whether the appointment is made for the User themselves or for a third party.
- “User Account” means the password-protected section of the Website through which the User can book appointments through the Service Provider, access the User Terms and Conditions, view, modify, or cancel appointment bookings, provide ratings for Partners following completed bookings, view booked appointments and Partner and doctor information, and make changes to personal data where permitted by the Website.
- “Website” means the website www.docmate.ae, or another URL designated by the Service Provider at its discretion, provided that prior notice is given to the User, together with the services made available through that website.
3. Scope and Content of the Service
The Service Provider makes the following Services available to Users:
3.1 The Website provides an online interface through which Partners can display their available appointment dates, which may then be booked by Users of the Website.
3.2 When a User makes a booking through the Website, the User enters into a contractual relationship directly with the relevant Partner.
3.3 The Treatment Details displayed through the Services are based on information supplied by the Partners. The Service Provider does not independently verify the Partners’ doctors through any public registry.
3.4 The Partners remain solely responsible at all times for ensuring that the Treatment Details displayed on the Website are accurate, complete, and truthful.
3.5 The Website is not intended to constitute, and must not be interpreted as, a recommendation or endorsement by the Service Provider of any Partner listed on the Website.
3.6 Each Partner is solely responsible for ensuring that its medical and other activities comply with all applicable laws and regulations in force in the UAE.
3.7 The Service Provider shall not be liable for the actual provision or performance of any Treatment, including any failure by a Partner to provide or perform the Treatment.
3.8 The Service Provider acknowledges that, in certain unforeseen circumstances, a Partner may be unable to be available to the User at the agreed appointment time. The Services are intended solely for the User’s personal and non-commercial use.
4. Registration and Appointment Booking
4.1 Booking an appointment through the Website requires registration. Registration may be completed by submitting the required contact information and other necessary data.
4.2 Users who have not registered may browse the available Partners and appointments but cannot make an appointment booking.
4.3 A User who has not previously registered may complete the registration process at the time of making their first booking.
4.4 When a Treatment is booked, the Service Provider may contact the User both before and after the scheduled Treatment appointment.
4.5 Following a Treatment booking, the Service Provider may contact the User by telephone to confirm and verify the details of the booked Treatment.
4.6 The Service Provider may contact the relevant Partner to confirm whether the scheduled Visit actually took place.
4.7 In both cases, the Service Provider may request feedback or a review concerning the Treatment, Visit, and Partner.
4.8 Telephone conversations may be recorded for the purpose of verifying bookings.
4.9 The User is legally responsible under applicable civil and criminal laws for ensuring that all information and data provided by the User are truthful and accurate.
4.10 The Service Provider shall not be responsible or liable for any consequences arising from inaccurate or incorrectly provided information or data.
4.11 Completion of the registration process is subject to the User accepting the User Terms and Conditions published on the Website and the applicable Data Protection Policy. Acceptance of these User Terms and Conditions constitutes a contractual agreement between the Service Provider and the User.
4.12 Once the User has accepted these User Terms and Conditions and completed registration, the User may not withdraw such acceptance while continuing to use the Service.
4.13 By making an appointment booking, the User expressly acknowledges and accepts that the User’s data will be transmitted to the relevant Partner.
5. User Obligations and Responsibilities
5.1 The User is responsible for ensuring that all data and information submitted through the Website are accurate and complete. The User is solely responsible for selecting the Treatment that they wish to obtain from among the Services provided through the Website.
5.2 If the User wishes to review, change, or cancel a reservation, the User may do so independently through their User Account.
5.3 The User confirms and warrants that they have the legal capacity and authority required to enter into these User Terms and Conditions.
5.4 The User must not use the Website for any unlawful, deceptive, unauthorized, or harmful purpose or in any manner that is otherwise prohibited.
6. Data Protection
6.1 The Service Provider’s Data Protection Policy is available on the Service Provider’s Website and governs the applicable processing and protection of personal data.
7. Prices and Charges
7.1 Any price displayed on the Service Provider’s Website represents the price specified by the relevant Partner.
7.2 The User may access and use the Services provided directly by the Service Provider free of charge.
8. Complaints and Dispute Handling
8.1 If the User has any complaint, claim, or issue involving incorrect data entered while using the Service, the User may contact the Service Provider by email at admin@docmate.ae.
8.2 In the event of a consumer protection issue, the User may also contact the Dubai Health Authority (DHA) or the UAE Department of Economic Development (DED).
8.3 Any disputes may be submitted to the competent courts of Dubai, UAE, in accordance with the applicable laws of the United Arab Emirates.
9. Legal Disclaimer
9.1 The Service Provider reserves all rights relating to the Website, including all or any part of the Website and all content made available through it.
9.2 Responsibility for the content of classified advertisements, advertisements, and any other materials published or placed on the Website rests exclusively with the person or entity that submitted the material or the customer of the relevant service.
9.3 The Service Provider disclaims any liability for loss, damage, or harm resulting from materials published or placed on the Website.
10. Miscellaneous Provisions
10.1 Unless expressly stated otherwise, all intellectual property rights, including copyrights, relating to the software required to operate and use the Services, as well as the content, information, and materials contained on or used by the Website, belong to the Service Provider.
10.2 These User Terms and Conditions and all procedures associated with the Services shall be governed by and interpreted in accordance with the laws of the United Arab Emirates.
10.3 If any provision of these User Terms and Conditions is determined to be or becomes invalid, unenforceable, or non-binding, the remaining provisions shall continue to remain valid and fully effective.
10.4 The Service Provider reserves the right to amend these User Terms and Conditions unilaterally. By accessing or using the Service, the User confirms their acceptance of and agreement to these User Terms and Conditions.
See also our Privacy Policy and Data Protection Policy.