Terms of Service

HelloDoctor HealthTech Limited is a Bangladesh-based digital health consultancy and online primary care support platform.

HelloDoctor provides affordable, confidential, and commission-free medical consultation support through chat, audio, or video, subject to doctor availability, clinical suitability, user-provided information, and platform policy.

HelloDoctor is not a hospital, emergency medical service, ambulance service, ICU provider, diagnostic center, pharmacy, or in-person treatment facility.

HelloDoctor may provide online medical consultation support, health-related communication, doctor connection support, follow-up support, report review support, payment verification, customer support, and other related digital health services.

The exact service available to a user may depend on doctor availability, patient condition, clinical suitability, payment status, communication channel, operational capacity, and platform policy.

HelloDoctor does not guarantee that every request, condition, symptom, or medical problem can be handled online.

Online consultation has limitations because the doctor may not be able to physically examine the patient.

Medical advice is based on the information shared by the user, the available consultation record, and the professional judgment of the doctor.

Based on the information provided by the user and the doctor's professional judgment, the doctor may provide online consultation support, request further information, advise diagnostic tests, recommend follow-up, refer the patient to another doctor or specialist, or advise physical examination, hospital visit, emergency care, or other in-person medical care.

HelloDoctor does not guarantee any specific diagnosis, treatment result, recovery, cure, or health outcome from online consultation.

During online consultation, the doctor may determine that the patient's condition is not suitable for online management.

If the doctor considers that physical examination, urgent evaluation, diagnostic investigation, specialist consultation, hospital visit, emergency care, or in-person treatment is necessary, the doctor may advise the patient to seek care from an appropriate hospital, clinic, diagnostic center, specialist, or emergency service.

In such cases, the user should follow the doctor's advice and should not rely only on online consultation.

HelloDoctor is not responsible if the user ignores or delays following the doctor's advice to seek in-person care, physical examination, specialist consultation, hospital visit, diagnostic investigation, or emergency medical support.

Users must provide accurate, complete, and timely information during consultation.

Online consultation depends heavily on the information shared by the user. Incorrect, incomplete, delayed, false, or misleading information may affect the quality of medical advice.

Users must promptly inform the doctor or HelloDoctor support team if symptoms worsen, new symptoms appear, the patient's condition changes, or urgent care becomes necessary.

Users should not share another person's personal, medical, or payment information unless they have proper permission or legal authority to do so.

Users are responsible for following medical advice appropriately and seeking in-person care when advised or when the condition requires urgent attention.

Users should use HelloDoctor services responsibly and lawfully.

If the patient is a child or minor, consultation communication should be supervised by a parent, legal guardian, or responsible adult where appropriate.

HelloDoctor may request guardian involvement when necessary for safety, consent, consultation quality, or legal compliance.

Consultation support is subject to doctor availability, operational capacity, communication channel availability, payment verification, and platform policy.

HelloDoctor may provide an estimated connection time, but the actual consultation time may vary due to doctor availability, patient load, technical issues, communication delay, or operational factors.

HelloDoctor does not guarantee uninterrupted, instant, or always-available consultation service.

Users may be required to make payment before receiving consultation support, unless otherwise stated by HelloDoctor.

Payment amount, offer price, follow-up rules, refund eligibility, and service terms may vary depending on current platform policy, campaign, service type, doctor availability, and communication channel.

Users must send payment only to official HelloDoctor payment channels communicated by HelloDoctor.

HelloDoctor does not ask users to share mobile banking PIN, card PIN, OTP, password, or any secret financial credential.

Users should never share PIN, OTP, password, or sensitive financial credentials with HelloDoctor or any person claiming to represent HelloDoctor.

HelloDoctor may request transaction ID, payer number, payment screenshot, payment method, payment time, or other payment confirmation details for verification.

Service may be delayed or withheld if payment cannot be verified.

If a payment dispute occurs, HelloDoctor may review payment records, communication history, transaction details, and internal records to make an operational decision.

Refunds, if applicable, will be handled according to HelloDoctor's Refund Policy or the policy communicated at the time of purchase.

A refund may not be available if consultation has already been provided, the user failed to provide necessary information, the user gave incorrect information, the user ignored doctor or support instructions, the user misused the service, or the service was delayed due to third-party platform issues beyond HelloDoctor's control.

HelloDoctor may review refund requests on a case-by-case basis.

HelloDoctor may provide follow-up support according to the follow-up policy communicated at the time of consultation.

Follow-up support may be limited by time period, service type, doctor availability, clinical suitability, patient condition, and platform policy.

Follow-up support is not a substitute for emergency care, in-person examination, hospital care, or specialist consultation where clinically necessary.

If the patient's condition worsens or becomes urgent, the user must seek immediate in-person medical care.

Any prescription, test advice, report review, or medical recommendation provided during online consultation depends on the information available at the time of consultation and the professional judgment of the doctor.

The doctor may refuse to prescribe medicine or may advise physical examination, diagnostic investigation, specialist consultation, hospital visit, or emergency care if clinically necessary.

HelloDoctor does not guarantee that a prescription, test advice, specific medicine, specific diagnosis, or specific treatment plan will be provided in every consultation.

Users must not misuse prescriptions, alter prescriptions, share prescriptions with others for self-treatment, or use another person's prescription without proper medical advice.

HelloDoctor aims to provide commission-free consultation support.

HelloDoctor does not require users to use any specific hospital, diagnostic center, pharmacy, or third-party medical provider for commission-based reasons.

If a doctor advises tests, medicine, specialist consultation, hospital visit, or in-person care, such advice should be understood as clinical advice based on the available information and doctor's professional judgment.

HelloDoctor may use third-party platforms such as Facebook, Messenger, WhatsApp, phone, SMS, email, payment services, hosting services, analytics tools, advertising tools, or other technology providers.

Use of third-party platforms is also subject to their own terms, privacy policies, security systems, and technical limitations.

HelloDoctor is not responsible for independent data handling, technical failure, downtime, message delay, payment gateway issue, account restriction, platform policy change, security breach, or service interruption caused by third-party platforms.

Users must communicate respectfully with doctors, support staff, and HelloDoctor representatives.

Users must not harass, threaten, abuse, defame, deceive, spam, impersonate, misuse, manipulate, or attempt to exploit HelloDoctor, its doctors, staff, systems, pages, payment channels, or communication platforms.

HelloDoctor may refuse, suspend, or terminate service if a user abuses staff, provides false information, misuses medical advice, attempts fraud, violates these Terms, or creates safety, legal, operational, or reputational risk.

HelloDoctor may communicate with users through official phone, WhatsApp, Messenger, SMS, email, website, or social media channels.

Users are responsible for making sure they communicate with official HelloDoctor channels.

HelloDoctor is not responsible for loss or damage caused by payment or communication with fake pages, fake profiles, unauthorized persons, or unofficial payment numbers.

HelloDoctor collects, uses, stores, and shares user information according to its Privacy Policy.

By using HelloDoctor services, users agree that HelloDoctor may use personal, health-related, payment-related, communication, and operational information for consultation support, doctor communication, follow-up, payment verification, accounting, service improvement, safety, complaint handling, dispute resolution, legal compliance, and other lawful business purposes.

HelloDoctor does not sell users' personal information, health information, consultation history, payment information, or communication data to third parties.

HelloDoctor treats health-related information as confidential and sensitive.

Access to user information is limited to doctors, support staff, operations personnel, and authorized persons who need the information for consultation, follow-up, support, operational, accounting, safety, legal, or service-related purposes.

However, confidentiality may be limited where disclosure is required for legal compliance, safety, fraud prevention, regulatory requirement, dispute resolution, or lawful authority request.

HelloDoctor may keep consultation records, chat history, call-related notes, payment information, follow-up records, support notes, complaint records, and operational logs for service continuity, accounting, legal compliance, safety, quality control, audit, and dispute resolution.

Users agree that such records may be retained according to HelloDoctor's Privacy Policy and operational requirements.

HelloDoctor does not guarantee any specific medical outcome, diagnosis, recovery, cure, treatment result, prescription, test result, consultation speed, doctor availability, platform availability, or user satisfaction.

Medical advice depends on user-provided information, available records, clinical suitability, and the doctor's professional judgment.

To the maximum extent permitted by applicable law, HelloDoctor will not be liable for indirect, incidental, consequential, special, punitive, or exemplary loss or damage arising from use of the service.

HelloDoctor will not be responsible for harm, loss, delay, deterioration, or damage caused by emergency conditions, user-provided incorrect or incomplete information, delay in seeking in-person care, ignoring doctor advice, third-party platform failure, payment service issue, internet or device problem, unauthorized third-party communication, or misuse of the service.

Nothing in these Terms excludes liability that cannot be excluded under applicable law.

HelloDoctor may refuse, suspend, limit, or terminate service where necessary for safety, clinical suitability, doctor availability, payment issue, policy violation, abusive behavior, fraud risk, legal compliance, operational limitation, or platform risk.

HelloDoctor may also decline to provide online consultation if the condition appears unsuitable for online management.

All HelloDoctor names, logos, brand materials, website content, page content, designs, service materials, text, images, videos, documents, and other intellectual property belong to HelloDoctor HealthTech Limited or its lawful licensors, unless otherwise stated.

Users may not copy, reproduce, modify, distribute, impersonate, or commercially use HelloDoctor's brand, content, or materials without written permission.

Users may provide feedback, complaints, or reviews about HelloDoctor services.

HelloDoctor may use general feedback for service improvement, quality monitoring, and operational purposes.

Users must not publish false, misleading, defamatory, abusive, or privacy-violating content about doctors, staff, patients, or HelloDoctor.

HelloDoctor may change, update, suspend, discontinue, or modify any service, price, offer, follow-up rule, payment method, communication channel, operating hour, doctor availability, or platform feature at any time.

Such changes may be published on the website, social media page, communication channel, or other official channel.

HelloDoctor may update these Terms of Service from time to time.

Any updated version will be published on HelloDoctor's website or official communication channel.

Continued use of HelloDoctor services after publication of the updated Terms means you accept the updated Terms.

These Terms of Service shall be governed by the laws of Bangladesh.

Any dispute arising from or relating to HelloDoctor services, these Terms, payment, consultation support, or platform use shall be handled according to applicable laws of Bangladesh, subject to the jurisdiction of competent courts in Bangladesh.