Terms of Use

The ChatDoctor website, mobile apps and patient portal (the Platform) are operated by ChatDoctor, based in Tunisia. “We”, “us” and “our” mean ChatDoctor; “you” means the person using the Platform.

By creating an account, requesting a booking, or otherwise using the Platform, you accept these terms. If you do not accept them, please do not use the Platform.

Our Privacy Policy forms part of these terms and explains how we handle your personal and health information.

Clinicians, clinics, pharmacies, laboratories and imaging centres do not use the Platform under these terms; their use is governed by a separate practice agreement.

• You must be at least 18 years old and legally able to enter into a contract.
• You may book and manage care for a child you are the parent or legal guardian of, or for another person you are authorised to assist. By doing so you confirm you have that authority, that you may share their health information with the practice you choose, and that you will keep what you enter about them accurate.
• You must not use the Platform if we have previously suspended or terminated your access.

• Give us accurate information and keep it up to date.
• Keep your password and one-time codes to yourself. You are responsible for activity carried out through your account.
• Tell us immediately at [email protected] if you suspect unauthorised access.
• One account per person. Do not share an account with someone else — use family profiles instead, so each person’s record stays their own.
• We may ask you to verify your email address or phone number before you can use certain features, and we may limit an account we cannot verify.

What it is

ChatDoctor is a technology platform. It lists clinicians and practices, helps you search and compare them, lets you request appointments, carries non-urgent messages between you and a practice, and gives you a place to keep and share your health documents.

What it is not

• We are not a healthcare provider. We do not practise medicine, we do not employ the clinicians listed, and we do not supervise, direct or review the care they give.
• We are not a party to your consultation. The relationship — and the duty of care — is between you and your clinician. They are solely responsible for their advice, diagnosis, treatment, prescriptions and records.
• We are not an insurer, a pharmacy, a laboratory or an emergency service.
• We do not recommend one clinician over another for payment. Search results are ordered by relevance, specialty, location and availability. A practice cannot buy a higher position. If that ever changes, we will label it plainly.

About the listings

We take reasonable steps to verify clinicians who claim their profile, but some listings are compiled from public professional directories and are marked as unclaimed until the clinician takes them over. Details such as availability, fees, opening hours and languages can change without notice. Check anything that matters to you with the practice before you travel.

Everything published on the Platform — articles, clinician profiles, specialty pages, search results and Sina’s suggestions — is general information. It is not a diagnosis, not a treatment plan, and not a substitute for a consultation with a qualified clinician who knows your history.

Never delay seeking medical advice, and never stop or change a treatment, because of something you read on the Platform. If your symptoms are getting worse while you wait for an appointment, seek care immediately rather than waiting for the booking to be confirmed.

Sina reads the problem you describe and suggests specialties and clinicians who may be able to help. It is a search aid. You should understand its limits before you rely on it:

• it can be wrong, incomplete or out of date, and it can miss a serious condition;
• it does not know your medical history, your allergies or your medication unless you type them, and it does not read your records;
• no clinician reviews your conversation with Sina in real time;
• it does not perform clinical triage and must never be used in an emergency;
• it must not be used to decide a dose, to interpret a test result, or to decide whether to seek care.

Do not enter another person’s health information into Sina unless you are their parent, guardian or authorised representative. See our Privacy Policy for exactly what is sent to our AI provider and what is not.

We may change, limit or withdraw AI features at any time, and they may be unavailable while the underlying service is down.

A booking is a request

When you book, you are asking the practice for that slot. The appointment exists once the practice confirms it. A practice may confirm it, propose a different time, pass it to a colleague in the same practice, or decline it. We tell you either way, through the channels you have enabled.

Changing or cancelling

• Cancel or reschedule from your bookings screen, or by contacting the practice directly.
• Practices set their own rules — a cutoff before the appointment after which you can no longer cancel online, a limit on how many open bookings you can hold, and their own cancellation terms. These are shown to you before you confirm.
• A practice may close days or reschedule for clinical or operational reasons. We notify you as soon as it happens.

Turning up

Please cancel if you cannot attend. A missed appointment is a slot another patient could have used. Practices may record no-shows and may refuse future bookings because of them, and we may restrict your ability to book if you repeatedly miss appointments or hold slots you do not intend to keep.

Using the Platform to search, book and manage your care is free for patients today. If we introduce paid features, we will tell you what they cost and ask you to agree before you are charged for anything.

Consultation fees, deposits and any cancellation charge are set, charged and collected by the practice, not by us. Any fee shown on a profile is indicative and provided by the practice; the amount you owe is the amount the practice charges. Reimbursement, insurance and social-security paperwork is between you and the practice. Disputes about a fee are between you and the practice; we can pass the complaint on, but we cannot refund a fee we never received.

• Messaging is for non-urgent matters. Practices decide who answers and when, and there is no guaranteed response time. Never use messaging to report an emergency or a rapidly worsening symptom.
• You are responsible for what you upload and for its accuracy. A clinician may rely on it.
• Sharing works both ways. Documents you add to your record can be seen by the clinicians treating you. Documents a practice issues for you stay part of that practice’s record even if you delete your copy — that is a medical record-keeping requirement, not our choice.
• Do not upload anyone else’s medical information unless you are their parent, guardian or authorised representative.
• Do not upload anything unlawful, malicious, or that you do not have the right to share.

You keep ownership of what you post. By posting, you grant us a non-exclusive, worldwide, royalty-free licence to host, store, reproduce and display it for the purpose of operating and promoting the Platform. You can delete your content at any time.

What you post must:

• describe your own genuine experience;
• contain no personal or health information about anyone else, including other patients or a clinician’s family;
• make no allegation of clinical negligence or misconduct — those belong with the practice and with the Conseil National de l'Ordre des Médecins de Tunisie, not in a comment thread;
• be free of abuse, hate speech, harassment, advertising, spam and anything unlawful.

We may remove or hide content that breaks these rules and suspend accounts that repeatedly do. Report content to [email protected].

You must not:

• scrape, crawl or bulk-extract listings, availability or any other data from the Platform, or use it to build a competing database or a marketing list of clinicians;
• use bots or automated tools to search, book or hold appointment slots;
• copy, modify, reverse-engineer or attempt to derive the source code of the Platform;
• probe, scan or test the security of the Platform, or attempt to bypass any access control, without our prior written permission;
• impersonate another person, create an account in someone else’s name, or misrepresent your relationship to a patient;
• upload malware, or interfere with the availability of the service for others;
• use the Platform to advertise, solicit or spam patients or practices;
• use the Platform for any unlawful purpose.

If you are a security researcher and you find a vulnerability, please report it to [email protected] before disclosing it anywhere else. We will not pursue researchers who act in good faith and give us a reasonable chance to fix the issue.

You can close your account at any time from your settings, or by emailing [email protected].

We may suspend or terminate your access if you breach these terms, if your use puts other users, a practice or the Platform at risk, or if we are required to by law. We will tell you why unless we are legally prevented from doing so, and where the breach can be fixed we will normally ask you to fix it first.

Closing your account does not cancel appointments you have already booked — cancel those first — and does not erase records a practice is legally required to keep. What happens to your data is set out in our Privacy Policy.

The Platform, its software, design, text, graphics, the ChatDoctor name and logo and everything else we publish belong to us or our licensors and are protected by intellectual property law. We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to use the Platform to find, book and manage care for yourself and those you are authorised to help.

Clinician and practice names, marks and profile content belong to them. Nothing here transfers any ownership to you.

The Platform uses third-party services — including Google sign-in and maps, SMS and WhatsApp delivery, and app stores — and links to sites we do not control. Their own terms and privacy notices apply to their part of the experience. We are not responsible for third-party content, and a link is not an endorsement.

We work to keep the Platform available, but we do not guarantee uninterrupted or error-free service. We may carry out maintenance, and we may add, change or remove features. Where a change materially reduces what you get, we will give you notice where it is reasonable to do so.

To the fullest extent permitted by law, the Platform is provided “as is” and “as available”, and we make no warranties of any kind about it. In particular we do not warrant that:

• a listing is accurate, complete or current, or that a clinician holds any particular qualification, registration or availability;
• a clinician will be suitable for you, or will accept your booking;
• Sina’s output is accurate, complete or appropriate for your situation;
• use of the Platform will produce any particular health outcome.

Clinical care is the responsibility of the clinician who provides it. We are not responsible for the acts or omissions of any clinician, practice, pharmacy, laboratory or imaging centre listed on the Platform, or for the advice, diagnosis, treatment, prescriptions or records they provide.

To the maximum extent permitted by law:

• we are not liable for indirect, incidental, special or consequential loss, or for loss of profit, revenue, data or opportunity;
• we are not liable for the acts or omissions of a clinician, practice or other third party you find or contact through the Platform;
• our total aggregate liability for all claims arising out of or relating to the Platform is limited to the greater of the amounts you paid us in the twelve months before the claim, or 500 TND.

You agree to indemnify us against claims, losses and reasonable costs arising from your breach of these terms, from content you post, or from your misuse of the Platform — including any claim brought by a person whose information you entered without authority.

Where to take a complaint depends on what it is about.

These terms and any dispute arising from them are governed by the laws of Tunisia, and the courts of Tunis have jurisdiction. If you are a consumer resident elsewhere, this does not deprive you of the protection of mandatory consumer law in your country of residence, or of the right to bring proceedings in your local courts where the law gives you that right.

• These terms, with the Privacy Policy, are the entire agreement between you and us about the Platform.
• If a provision is found unenforceable, the rest stays in force and the provision is read down to the minimum extent necessary.
• If we do not enforce a right straight away, we do not lose it.
• We may transfer our rights and obligations to another company as part of a merger, acquisition or sale of assets; you may not transfer yours without our consent.
• Notices to you go to the email address on your account. Notices to us go to [email protected].
• The English version of these terms governs. Translations are provided for convenience.

We may update these terms as the service changes or the law requires. The new version is published on this page with a new date, and for material changes we give at least 14 days’ notice in the app or by email. Continuing to use the Platform after a change takes effect means you accept it; if you do not, you can close your account.

• Help, complaints and reports: [email protected]
• Legal notices: [email protected]
• Privacy: [email protected] — see our Privacy Policy
• Clinics and practices that want to join: [email protected]