HALAH Terms of Service

Last Updated: April 30, 2023

These Terms of Service (“HALAH Services Terms”) govern your use of the healthcare services, including the Telehealth Services described in more detail below provided by HALAH Health Professionals and our affiliated healthcare services providers (“Halah”, “we”, “us”, or “our”).

Please read the Healthcare Services Terms carefully before using the healthcare services. By using the healthcare Services, including the Telehealth Services, you agree to be bound by these Terms. If you are accepting these Services Terms for another person (“Family Member”) as such Family Member’s guardian, conservator, or custodian, and as parent of a minor child Family Member, you agree to the terms, conditions, and notices contained or referenced herein on behalf of such Family Member.

Please do NOT use the Healthcare Services, including the Telehealth Services, for emergency medical matters. For all emergency matters that you believe may immediately affect your health, you must immediately call 1122 or go to the nearest emergency room or hospital.

1. Updates to the Healthcare Services Terms

We may modify these Services Terms from time to time. We will notify you of material changes by posting the amended terms on the HALAH website effective immediately. If you do not agree with the proposed changes, you should discontinue your use of the Healthcare Services. If you continue using the Services after the effective date, you will be bound by the updated Services Terms.

2. Your Financial Responsibility; Assignment of Benefits

You agree to pay HALAH all applicable charges at the prices then in effect for the Healthcare Services provided to you or another person on whose behalf you are accepting these Services Terms and/or payment responsibility (such as your children or other family members) (“Family Member”).

You will be charged for the Healthcare Services, including complementary and alternative services provided to you or your Family Member by Halah healthcare service provider (each, a “Provider”). Halah may accumulate charges that you’ve incurred for the Medical Services and submit them as one or more aggregate charges during or at the end of each billing cycle. Halah reserves the right to correct any billing errors or mistakes even if payment has already been requested or received.

Halah Healthcare Services include remote visits with our providers. Remote visits are scheduled just like an on-premise visit and provide the same service experience, with the exception that the remote visit is conducted remotely over a secure video and audio connection rather than in person. Remote visits are billable just like an on-premise visit.

You further understand and accept your financial responsibility for the total service bill and that all services would be billed directly to you and to be paid by you within 3 days of invoice generation. Currently, we do not accept any healthcare insurance payments / claims, and any such re-imbursement or claim-processing is entirely a process on your behalf.

3. Healthcare Service Requests: Missed/Late Cancellation

You understand and agree that if you do not consume a pre-booked service or you cancel your service with less than 24 hours’ notice, we may charge you a fee for a missed/late cancelled Service Request.

4. Permission to Treat

You give permission to the Providers to medically care for you and / or your Family Member. You may withdraw this consent at any time by no longer seeking Healthcare Services from HALAH.

You understand and agree that as part of providing Healthcare Services to you, your Health Information, including test results, may be released to an online personal health record and via communication with Halah healthcare team electronically (in accordance with our Privacy Policy).

5. Service Termination

You may terminate your use of the Healthcare Services at any time by not using the Services any more. We may terminate your use of the Healthcare Services at any time in our reasonable discretion, for causes including but not limited to illegal conduct such as falsifying information, abusive and threatening behavior, and continued refusal to pay for our services. We may terminate your use of the Healthcare Services by sending notice to you at the mail, or via Whatsapp Chat or email address you provided to us or by otherwise contacting you.

6. Mental Health Services Disclaimer

Mental health services may involve discussing sensitive aspects of your life in person or via Telehealth; you may experience uncomfortable feelings like sadness, guilt, anger, frustration, loneliness, or helplessness. If at any point you experience significant increased distress or have thoughts of harming yourself or others, you agree to notify your mental health provider so that an appropriate level of support can be provided. Your mental health provider may utilize a set of psychological symptom questionnaires in order to assist with determining a diagnosis and track your progress in counseling, and may discuss the nature of these assessments and your results when applicable.

7. Complementary and Alternative Services Disclaimer

Halah may, from time to time, with your consent, offer complementary or alternative methods of treatment in connection with the Healthcare Services. You must inform the Provider who is caring for you as this may affect your treatment protocol.

If you seek such treatment, you should also consult with a physician to be screened for any predispositions to injuries and risks in regard to any of the alternative treatments, to address serious health concerns, and to avoid any contra-indications, including:

Chiropractic care is generally considered to be a safe method of treatment, but it carries risks and may have side effects, including without limitation strokes, dislocations, and pains.

Nutrition consultation services may include diet, supplementation, and assessment analysis, and may assist with diagnosis and treatment of disease.

Acupuncture is generally considered a safe method of treatment, but it carries risks and may have side effects, including without limitation, bruising, numbness, or tingling near the needling sites that may last a few days, and dizziness or fainting.

Herbs and nutritional supplements recommended are traditionally considered safe in the practice of Chinese medicine, although some may be toxic in large doses. Some possible side effects of taking herbs include, but are not limited to, nausea, gas, diarrhea, and hives. You acknowledge that you understand that the herbs should be consumed according to the instructions provided verbally and in writing. The herbs may have an unpleasant taste or smell. You acknowledge that you understand that while this section describes some of the major risks of alternative treatment, it does not address all of them and other side effects and risks may occur.

You understand that the alternative care modalities are not a substitute for conventional medical care and the alternative care providers cannot anticipate all possible risks and complications of treatment. You will immediately notify your alternative care provider of any unanticipated or unpleasant effects associated with any of such treatments.

You hereby give consent to any of the Providers at Halah to assess and care for your present condition and any other future conditions for which you seek attention.

8. Consent to Electronic Communications

You agree that HALAH may send the following to you by messaging, chat, email or by posting them on our website and mobile application:

legal disclosures;

these Healthcare Services Terms;

future changes to any of the above; and

Other notices, policies, communications or disclosures and information related to the Healthcare Services.

You agree that Halah may contact you via secure messaging, email, phone, text, or mail regarding the healthcare services. You consent to receive such communications electronically. You agree to update your contact information to ensure accuracy.

If you later decide that you do not want to receive certain future communications electronically, please send an email to support@halah.pk or reach our customer services representative. Your withdrawal of consent will be effective within a reasonable time after we receive your withdrawal notice described above. One Medical will need to send you certain communications electronically regarding the healthcare services. You will not be able to opt out of those communications – e.g., communications regarding updates to these Healthcare Services Terms or information about billing. Your withdrawal of consent will not affect the legal validity or enforceability of the Healthcare Services Terms provided to and accepted by you.

9. Disclaimers

TO THE MAXIMUM EXTENT NOT PROHIBITED BY LAW, WE AND OUR AFFILIATES, PROVIDERS, EMPLOYEES, OFFICERS, DIRECTORS OR AGENTS WILL NOT BE RESPONSIBLE FOR ANY LOSS OR DAMAGE, INCLUDING PERSONAL INJURY OR DEATH, RESULTING FROM ANYONE'S USE OF OR INABILITY TO USE THE HEALTHCARE SERVICES.

The Healthcare Services are intended for use only within Pakistan and its territories. We make no representation that the Healthcare Services are appropriate, or are available for use outside Pakistan. Those who choose to access and use our Healthcare Services from outside Pakistan, do so on their own initiative, at their own risk, and are responsible for compliance with applicable laws.

10. Limitation of Liability

TO THE MAXIMUM EXTENT NOT PROHIBITED BY LAW, IN NO EVENT WILL WE AND OUR AFFILIATES, PROVIDERS, EMPLOYEES, OFFICERS, DIRECTORS OR AGENTS BE LIABLE FOR ANY CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION THOSE RELATING TO LOST PROFITS OR THE COST OF SUBSTITUTE PRODUCTS OR SERVICES ARISING OUT OF OR IN CONNECTION WITH THE HEALTHCARE SERVICES OR FROM THE USE OF OR INABILITY TO USE THE HEALTHCARE SERVICES, WHETHER BASED ON CONTRACT, WARRANTY, PRODUCT LIABILITY, OR OTHER LEGAL THEORY AND EVEN IF WE HAVE BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES.

11. Managed Services Partners

HALAH has partnered with select health systems and service providers in to provide an extended range of Healthcare Services usually required in support of diagnosis and treatment.

These partner services are subject to HALAH terms of service but may also include further terms and conditions particular to partners’ service model.

While using partner services, you also give permission to these partners for provisioning healthcare services to you and your family members. You also agree to their terms and conditions associated with respective healthcare service provisioning.

12. Telehealth Services and Permission

Halah may provide Telehealth services to you (the "TeleHealth Services"), together or separately from its Partners, via its affiliates, including and not limited to Halah Health Services. You consent to receive emails or other electronic communications from Halah pertaining to your care and your health, which may include Health Information. You understand that virtual encounters via phone, email, video, or otherwise, could involve, and you hereby consent to the use of, automated tools for diagnosis, care, treatment or communication pertaining to healthcare matters. You also acknowledge that such virtual encounters may involve care by a variety of Providers, including Physicians, Registered Nurses, Nurse Practitioners, Physician Assistants and other support or medical personnel.

You give permission to Halah and the Telehealth Services Providers to record and process your personal details and medical data. You may withdraw these permissions at any time by no longer seeking Telehealth Services from Halah.

"Telehealth" is the delivery of healthcare services using technology when the healthcare provider and patient are not in the same physical location, and/or the virtual delivery of healthcare services, including by a medical provider or via digital or automated tools, including without limitation tools for medical or health-related diagnosis and treatment.

The Telehealth Services may be used for diagnosis, treatment, care, follow-up and/or patient education, and may include, without limitation, the following:

electronic transmission of patient health records, medical images, and/or other patient data or information;

synchronous (i.e., "real time") and asynchronous (i.e., non-"real time") interactions via audio, video, text, and/or data or other electronic communications;

automated, electronic or digital tools or services for diagnosis, care, treatment and/or communication pertaining to healthcare or medical matters;

And output, transmission or exchange of data from medical devices, sound and video files.

Further, you understand that it may be possible that your condition cannot be treated via the Telehealth Services, or that information transmitted through the Telehealth Services may not be sufficient or of too poor of image quality, or insufficient information or data to allow for appropriate medical decision making. Accordingly, you may be required to seek additional in- person medical care, alternative healthcare or emergency services. If your health or medical problem or condition persists after use of Telehealth Services, you will immediately contact your medical services provider and seek appropriate additional in-person medical care or emergency care, as appropriate.

13. General Provisions

These Healthcare Services Terms make up the entire agreement relating to your use of the Healthcare Services, and supersede all prior agreements relating to the subject matter hereof.

We may change, suspend, or discontinue any of the Healthcare Services at any time. We will try to give you prior notice of any material changes to the Healthcare Services. We will not be liable to you or to any third party for any modification, suspension or discontinuance of the Healthcare Services.

We may change, suspend, or discontinue any of our partnerships, including health system partnerships, at any time.

These Healthcare Services Terms do not confer any third-party beneficiary rights, except to Partners. Each of the Partners is a third party beneficiary of these Services Terms and shall have the right to enforce these Services Terms directly as it deems necessary to enforce its rights or protect its interests in connection with these Services Terms. You may not transfer any of your rights or obligations under these Services Terms to anyone else without our consent. Halah may assign our rights in connection with a merger, acquisition, or sale of assets, or by operation of law or otherwise.

If you have any questions about these Medical Services Terms, please contact support@halah.pk or reach our customer services numbers.