1. Information about us

We One Health Medical Services (private) Limited a company registered in Islamabad, Pakistan with our registered address at Number 8, Street 35, F.7/1, Islamabad, 44000, Pakistan. (“we” “us” “our”)

2. Our Doctors

1. All of our doctors (“Doctors”) are registered with the Pakistan Medical and Dental Council (PM&DC) holding valid licences to practice as GPs. We adhere to the process of continuing medical education as set out as good practice by General Medical Council, UK
2. All Doctors who have signed up to provide prescriptions through the Services have undertaken to comply with the best practice recommendation by General Medical Council Guidelines on remote prescribing and essential standards of quality and safety

3. Our Services

1. If requested, we will provide you with access to your own private Doctor who will offer private general practice services in accordance with these Conditions. The Services will include telephone, email, or video consultations, and clinic visits. We will supply prescriptions where required, liaise with other healthcare workers and services, and provide referrals as necessary. To ensure continuity, we aim to ensure that you will always see your assigned Doctor unless they are on annual leave or unwell, in which case cover will be provided by another Doctor.
2. The Services include but are not limited to privately conducted laboratory tests, annual Well Man/Woman health checks, immunisation, blood tests, swabs, urine samples, appointments at the Well Man/Well Woman clinic, vaccinations, and medical examinations, if requested and paid in full or covered by relevant insurance.
3. We provide our Services from 8.00 am to 8.00 pm, Monday to Saturday. We offer urgent same-day and pre-bookable appointments with a Doctor. Patients should access our Services via the dedicated telephone number and email address provided on the website.

4. Appointments

1. You can book an appointment to see a Doctor or attend the Clinic via WhatsApp text or by calling the dedicated telephone number and email address. We will appoint you with a suitable clinician based on the urgency of your medical problem, provided appointment slots are available. You are encouraged to give us as much advance notice as possible for same-day appointments. If we receive your same-day appointment request after 1.00 pm, it will be at the Doctor’s discretion whether such appointment request shall be accepted on the same day.
2. Patients are requested to arrive at least 10 minutes prior to their scheduled appointment. If you are unable to attend your appointment, we require at least 24 hours' notice for cancellation or rescheduling.
3. We do not guarantee the availability of any particular Doctor at any particular time. We will do our best to arrange a consultation with a Doctor as soon as possible, but do not guarantee to offer consultations within a particular timeframe. Clinic appointments shall be limited to the time slot selected at the time of booking the appointment.
4. For home visit services, we are unable to provide a chaperone service for any examinations, and we reserve the right to decline assessments that may be perceived to place our medical staff at risk. Therefore, we do not offer routine obstetric care or gynaecological examinations as part of our Home Health Service, although we are happy to advise on further appropriate management.
5. If you are under the age of 18, we may require you to be accompanied by a parent or guardian at the time of your medical assessment.
6. Reception staff are not clinical. Please do not ask clinical questions of reception staff.

5. Fees and Payment

1. Payment for services is required at the time of consultation unless otherwise specified by the clinic. Full details of our fees structure are available on request. We accept a variety of payment methods including cash, credit/debit cards, and insurance. Insurance must be verified prior to the appointment. Patients are responsible for any co-pays, deductibles, or non-covered services.
2. Patients must provide valid health insurance details at the time of booking or on arrival. It is the patient’s responsibility to ensure that their insurance covers the services provided by the clinic. Any uncovered services or treatments will be billed to the patient directly.
3. All cash and card payments will be due at the time of using the service in advance. All services billed to insurance will be due within 28 days of the date of invoice. After that, all delayed payments will incur a late payment charge of 10% per calendar month. Such interest shall accrue on a daily basis from the due date until actual payment of the overdue amount, whether before or after judgment. You shall pay the interest together with the overdue amount.
4. You shall pay all amounts due under these Conditions in full without any set-off, counterclaim, deduction, or withholding (except for any deduction or withholding required by law). We may at any time, without limiting our other rights or remedies, set off any amount owing to us by you against any amount payable by us to you.
5. Please note all vaccination prices are per dose unless otherwise stated. There is also a consultation charge along with the vaccination fee. The price of vaccines can change without notice.

6. Cancellation Policy

1. Missed appointments will attract the GP Consultation Fee.
2. Appointments cancelled with less than 6 hours notice will also attract the GP Consultation Fee.
3. Home visit appointments must be paid in full in advance with a credit card. Cancellations after booking are non-refundable.
4. Refunds are processed by the Operations Manager ONLY. Refunds are processed onto the same card as the payment made for booking and after an ID check to prevent fraud.
5. All refunds are processed within 28 working days.

7. Your Obligations

1. We can only provide the Services in accordance with these Conditions if you provide us with the information we need in order to help you. Any information you give to us or to a Doctor must be accurate and in English.
2. You agree that you shall:
3. Follow any instructions you are given by Doctors.
4. Follow any instructions regarding the use of any medicines or healthcare products we recommend or prescribe (including in respect of use-by dates).
5. Report any adverse or unexpected effects of treatments we recommend to us.
6. Tell us if any of our information about you is or becomes inaccurate or incomplete.

8. Privacy

1. We are registered with the Information Commissioner’s Office and adhere to the requirements of all applicable data protection legislation, including the Data Protection Act 2018 and the General Data Protection Regulation ((EU) 2016/679).
2. By seeking our services, you agree to the processing of personal data to enable us to carry out work on your behalf. We will not disclose personal data to any third party without your express consent, unless in a medical emergency where it may be deemed in your best interest. In such cases, we stringently adhere to published General Medical Council guidance on the use of personal data.
3. All clinical records are fully secure and stored on secure private servers conforming to industry standards. For further information, please ask to see our privacy policy.

9. Medications Dispensed

1. Any prescriptions given will have to be taken to the pharmacy of your choice and dispensed on a private fee-paying basis. You understand that the cost of the private prescription is not influenced in any way by us or our Services, and the cost of the medicine is unique to the fulfilling pharmacy. Furthermore, we and the Doctors are not responsible for the dispensing or cost of any medication. The dispensing of the medication remains the responsibility of the individual pharmacist.
2. Our Service is not a prescription fulfilment service. Only after a consultation is booked will a medication be prescribed by mutual agreement reached between you and the Doctor, under circumstances that are appropriate, legal, and responsible. The final issuing of a prescription is at the sole discretion of the Doctor.
3. You understand, accept, and agree that any prescription given to you is solely for personal use. If you lose a prescription, a copy may be reissued by the Doctor and may be subject to an additional cost. The Doctor has the right to refuse to issue a copy of the prescription should it be deemed inappropriate. You must keep any medicines securely and not allow others (especially children) to use them.

10. Further Investigations

1. In order to formulate a diagnosis and treatment plan, it may be necessary for the Doctor to advise further investigations. You understand that any investigation initiated by the Doctor will be on a private and fee-paying basis. An investigation may be a blood test, urine test, swab, X-ray, or ultrasound. For blood tests, urine analysis, and swabs, the Doctor will require payment upfront before collecting the specimen. Any imaging, such as X-rays and ultrasounds, will be paid directly to the private provider performing the imaging, as outlined to you by your Doctor. Once the investigation is performed, it is solely your responsibility to follow up the result with the Doctor at a mutually convenient time using an appropriate and secure form of communication, such as during a follow-up appointment or over the phone.
2. You are not obliged to pay for any further investigation; however, by not performing an investigation that is advised by a Doctor, you agree to hold us and the Doctor completely free of liability under any circumstance arising from the initial consultation.

11. Further Treatment

1. You understand that a Doctor may refer you to a specialist on a private fee-paying basis. If you have private health insurance, this may be covered under your policy. It is your responsibility to check with your private insurance provider whether the cost of further referral and investigation is covered under your policy. If you do not have private insurance, you can still be referred to a specialist on a private self-pay basis only. You will be solely responsible for arranging your private appointment with any specialist for further treatment.
2. You are not obliged to pay or use health insurance, but you understand and accept that if a specialist referral is advised and you do not want to seek private further care, you agree to hold us and the Doctor completely free of any liability under all circumstances related to your initial consultation.
3. In some circumstances, the Doctor will advise follow-up appointments with themselves to monitor your response to treatment or convey the results of an investigation. You are not obliged to have this follow-up; however, by not doing so, you hold us and the Doctor completely free of liability for any issues arising from the initial consultation.

12. Limitation of Liability

1. The clinic shall not be held liable for any damages or losses, whether personal or business, incurred as a result of using our services. This applies both in Pakistan and abroad.
2. The clinic is not responsible for any delays or disruptions in service due to circumstances beyond its control.

13. Other Limits on Our Services

1. Doctors may hold different clinical opinions on the same medical condition or symptoms. Provided these opinions are reasonably held, the fact that two or more Doctors give different opinions in the course of Service provision does not necessarily indicate that our Services are defective.
2. We do not tolerate abuse or offensive behaviour towards Doctors.
3. Our Doctors speak English and Urdu. Our Services are not delivered in other languages.
4. Any laboratory test is sent to one of our partner laboratories. The partner laboratories are separate entities from us, and to the extent permitted by law, we disclaim any liability for any acts or omissions of the partner laboratories.
5. We may need to ask you for certain personal information in order to provide our Services. If you do not provide this information when requested, we may be unable to provide our Services.
6. We may suspend your access to Services if your use of Services breaches any of these Conditions.

14. Events Outside Our Control

1. For the purposes of these Conditions, an Event Outside Our Control means an event beyond our reasonable control, including but not limited to strikes, lock-outs, or other industrial disputes (whether involving our workforce or that of any other party), failure of a utility service or transport network, epidemic, pandemic, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm, or default of suppliers or subcontractors.
2. We shall not be liable to you as a result of any delay or failure to perform any of our obligations under these Conditions as a result of an Event Outside Our Control.

15. Feedback and Complaints

1. You can always give us feedback on our Services by calling or emailing us via the details provided on our Site.
2. In the event that you wish to make a complaint, you may do so by emailing us at the email address noted above or by writing to us at One Health Medical Services (Private) Limited, at Number 8, Street 35, F.7/1, Islamabad, 44000, Pakistan. We request that all complaints be made in writing as soon as possible after the event so that we may establish what occurred in a timely manner.
3. We will allocate a senior member of our team to deal with the issue raised in your complaint. The senior member of our team allocated to your complaint will investigate every aspect and discuss it with all those concerned or involved.
4. If any disagreement between you and us arises in connection with these Conditions, we will attempt to resolve it by discussing it with you.
5. We endeavour to resolve all complaints quickly. We will acknowledge your complaint within three (3) working days and aim to have it fully investigated within twenty (20) working days from the date we receive it. We will inform you of any delays to this timescale.
6. Upon completing our investigation, you will receive a letter setting out the outcome. We will ensure that you receive an apology if appropriate, and we will take all necessary actions to prevent the problem from recurring. If we were at fault, we will apologise to you.
7. Our Doctors are registered healthcare professionals, and we will handle your complaint in a manner required by the professional rules applicable to them and to our services, following our complaints procedure.

16. Other Important Terms

1. The clinic reserves the right to modify these terms and conditions at any time without prior notice. By continuing to use the website and services, patients accept and agree to any changes to these terms.
2. Each of the clauses of these Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
3. This contract for our Services is between you and us, and no one else. Only you can enforce that agreement (although a parent or guardian may enforce their agreement on behalf of a person under 18 who receives our services).
4. We may need to change these Conditions sometimes, for example, when the rules regulating our Services change, in order to ensure that our Services are secure and your information is safe, or when we update or modify our Services or our fees. Please look at the top of this page to see when these Conditions were last updated and which Conditions were changed. Every time you book an Appointment through us, the Conditions in force at the time of booking will apply to the contract between us.
5. These Conditions are governed by Pakistani law, and you can bring legal proceedings in respect of the Services in the Pakistani courts.

1. Content

1. Unless otherwise stated, the copyright, trademarks, and other intellectual property rights in all material on the Website (including, without limitation, text, tools, photographs, and graphical images) are owned by us or our licensors.
2. You may not reproduce or adapt the Website in whole or in part without our prior written consent, except for the purpose of accessing our products and/or services and for producing printouts for your own personal and non-commercial purposes. No part of the Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.
3. Any use of the Website other than in accordance with these Terms is prohibited. If you breach any of these Terms, your permission to use the Website automatically terminates, and you must immediately destroy any downloaded or printed extracts from the Website.
4. Any rights not expressly granted in these Terms are reserved.

2. Service Access

While the Website is normally available 24 hours a day, we shall not be liable if for any reason the Website is unavailable at any time. Access to the Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control

3. Visitor Material and Conduct

1. Other than personally identifiable information, which is covered under our Privacy Policy, any material you transmit or post to the Website shall be considered non-confidential and non-proprietary. We shall have no obligations with respect to such material. We shall be free to copy, disclose, distribute, incorporate and otherwise use such material and all data, images, sounds, text, and other things embodied in them for any and all commercial or non-commercial purposes.
2. You must not post or transmit to or from the Website any material: (a) that is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience; or (b) for which you have not obtained all necessary licenses and/or approvals; or (c) which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in any country in the world; or (d) which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data). You may not misuse the Website (including, without limitation, by hacking).
3. We will co-operate fully with any law enforcement authorities or court order requesting or directing us to disclose the identity or locate anyone posting any material in breach of these Terms.

4. Links to and from Other Websites

1. Links to third-party websites on the Website are provided solely for your convenience. If you use these links, you leave the Website. We have not reviewed all of these third-party websites and do not control and are not responsible for their content or availability. We do not endorse or make any representations about them, or any material found there. If you decide to access any of the third-party websites linked to the Website, you do so entirely at your own risk.
2. If you would like to link to the Website, you may only do so on the basis that you link to, but do not replicate, the home page of the Website, and subject to the following conditions: (a) you do not remove, distort or otherwise alter the size or appearance of any images or logos; (b) you do not create a frame or any other browser or border environment around the Website; (c) you do not in any way imply that we are endorsing any products or services other than our own; (d) you do not misrepresent your relationship with us nor present any other false information about us; (e) you do not otherwise use any trademarks displayed on the Website without our express written permission; (f) you do not link from a website that is not owned by you; and (g) your website does not contain content that is distasteful, offensive or controversial, infringes any intellectual property rights or other rights of any other person or otherwise does not comply with all applicable laws and regulations. We expressly reserve the right to revoke the right granted in this clause for breach of these Terms and to take any action deemed appropriate. You shall be responsible for any loss or damage suffered by us for breach of this clause.

5. Disclaimer

1. This Website is here to give you information about our products and services. It is up to you to decide whether they are suitable for you. You may want to get advice about this from your One Health Medical Clinic doctor. The information on the Website may not tell you all you need to know, and you can ask us or your doctor.
2. Though we try and keep the information up to date, there may be a time delay before we can do so. You should not rely solely on the information on this Website. You should check details about important things like price or interest rates in any actual agreement you sign as it is the terms in that document that form the agreement between us.

6. Our and your Liability for use of this website

1. The Website only complies with Pakistani laws. You should only use it from Pakistan.
2. You may not always be able to access this Website. We are not responsible for any losses if you cannot do so (for example if you cannot obtain a product at a stated price). We are not responsible if the means of communication you use to access the Website or to send us information about yourself or to receive information from us does not work properly.
3. Whilst we take reasonable care to ensure the accuracy of information on third party websites (outside of One Health Clinic) which we may have linked through this Website, as we cannot control what they contain, we are not responsible for any losses or other damage you suffer as a result of using those other websites.
4. We are not liable for losses or costs caused by abnormal and unforeseeable circumstances outside our reasonable control, which would have been unavoidable despite all efforts to the contrary, for example delays or failures caused by industrial action, problems with another system or network, third party viruses or malware, mechanical breakdown or data-processing failures.
5. Please remember that email is not a completely secure means of communication: it may be possible for others to intercept and read your messages. So if you choose to send us information by email, it is at your own risk.