Patient Terms Services Title
For Patients
1. Refund Policy
Arab Republic of Egypt
Last Updated: 01/10/2026
1. Introduction
This Refund Policy is intended to regulate the relationship between users of the DoctorVoice application and DoctorVoice, and to clarify the applicable conditions and procedures for requesting refunds.
This Policy is applied in accordance with the applicable laws, regulations, and decisions of the Arab Republic of Egypt, particularly Egyptian Consumer Protection Law No. 181 of 2018, without prejudice to any mandatory rights or protections granted to consumers under applicable law.
2. Cases Eligible for a Refund Request
2.1 Failure to Provide the Agreed Consultation Service
A. Choose the Fastest Available Doctor
When the user selects "Choose the Fastest Available Doctor", the consultation request is made available to doctors in the requested medical specialty. The first doctor who accepts the request will start the consultation within a maximum of 15 minutes.
B. Choose a Specific Doctor
When the user selects a specific doctor:
• If the doctor is available, the consultation will start within a maximum of 15 minutes.
• If the selected doctor is unavailable at the time of the request, the applicable response and service timeframe is up to 24 hours.
If the selected doctor does not respond or the service is not provided within the applicable timeframe, the user may request to redirect the consultation to another available doctor in the same medical specialty, subject to doctor availability.
If no suitable alternative doctor is available in the required specialty, or if the service cannot be provided due to an operational or technical reason attributable to the platform and the consultation has not commenced, the user may request a refund of the consultation fee, subject to review and verification.
2.2 Follow-up Service
Each paid consultation includes one free follow-up with the same doctor who provided the original consultation.
The free follow-up must be requested and used within a maximum period of one week from the date of the original consultation.
If the doctor does not respond within this period, the user may request to redirect the follow-up to another doctor in the same medical specialty, subject to availability.
If no suitable alternative doctor is available, or if the free follow-up cannot be provided due to an operational reason attributable to the platform, the user may request a refund of the original consultation fee, subject to review and verification.
Once the one-week period has expired or the free follow-up has been used, any additional follow-up or continuation of care will be treated as a new paid medical consultation at the applicable price at the time of the request.
2.3 Technical Issues Preventing Service Delivery
The user may request a refund where a material technical failure in the platform actually prevents the agreed service from being delivered, including, for example:
• A system failure preventing the consultation from being provided.
• Failure to send or receive voice messages where this prevents completion of the service.
• Any other technical failure that actually prevents the user from receiving the paid service.
The issue should be reported within the period specified in this Policy, together with any information or screenshots reasonably required to verify the technical issue.
3. Refund Request Period
• A refund request should be submitted within a maximum of 48 hours from the time of payment for payment-related cases, or from the time the relevant issue or event is discovered for other cases.
• Requests submitted after this period may not be eligible under this Policy, subject to any mandatory consumer rights or statutory periods under Egyptian law.
4. How to Submit a Refund Request
Refund requests may be submitted through the official customer support channel:
Email:
support@doctorvoice.net
The request should, where applicable, include:
• Transaction or order number.
• Phone number or email address associated with the user's account.
• Details of the issue or reason for the refund request.
• Date and time of the relevant event.
• Any supporting documents, screenshots, or other relevant information.
5. Refund Request Review Process
• Refund requests will be reviewed within up to 48 business hours from the time the request is received.
• DoctorVoice may review transaction records, consultation records, messages, and relevant technical data, where necessary, to verify the circumstances and determine whether the refund criteria are met.
• If the refund conditions are satisfied, the request will be approved and the refund process will be initiated.
• If the request is rejected, the user will be informed of the reason for rejection, without prejudice to any rights available to the user under applicable law.
6. Refund Procedure
• Refunds will be processed through the original payment method, where technically possible and supported by the relevant payment provider.
• The refund will be processed within a maximum of 7 business days from the date of refund approval.
• If the original payment method does not support direct refunds, an alternative appropriate method may be used after agreement with the user and in accordance with applicable laws and regulations.
• DoctorVoice shall not be responsible for delays caused by banks, card issuers, payment service providers, or other external intermediaries after DoctorVoice has completed the applicable refund processing procedures.
7. Cases Not Eligible for a Refund Under This Policy
A payment will not be eligible for a refund under this Policy, unless otherwise required by applicable law or expressly provided under this Policy, in the following cases:
1. The service has been fully provided in accordance with the applicable terms and timeframe, and no material service failure has been established.
2. The failure or delay was caused by the user, including providing incorrect information, failing to complete required procedures, or failing to provide the interaction or information necessary to complete the service.
3. The one-week free follow-up period has expired without the user requesting or using the follow-up.
4. The free follow-up has already been used and the user subsequently requests an additional follow-up, which will be treated as a new paid consultation.
5. Misuse of the service, manipulation of the system, or repeated and unjustified refund requests.
6. Any other circumstance where the failure to provide the service or the relevant issue was not attributable to DoctorVoice, subject to the consumer's rights under applicable law.
8. DoctorVoice's Rights and Policy Updates
• DoctorVoice reserves the right to modify or update this Policy from time to time to reflect changes in its services, operational procedures, or legal and regulatory requirements.
• Any updated version will be published together with its applicable effective or update date.
• No amendment to this Policy shall prejudice any mandatory consumer right granted under applicable laws or regulations.
9. Legal Framework
This Policy is governed by the laws of the Arab Republic of Egypt, particularly:
• Egyptian Consumer Protection Law No. 181 of 2018.
• Relevant implementing regulations and regulatory decisions.
• Any other applicable laws and regulations governing the service or transaction.
If any provision of this Policy conflicts with a mandatory provision of applicable law, the mandatory legal provision shall prevail.
10. Customer Support
For inquiries regarding refunds or to submit a refund request, please contact:
Email:
support@doctorvoice.net
2. PRIVACY POLICY & PERSONAL DATA PROTECTION
Arab Republic of Egypt
Last Updated: 01/10/2026
1. Introduction
Welcome to DoctorVoice.
This Privacy Policy explains how the company (“DoctorVoice”, “we”, “us”, or “our”) collects, uses, processes, stores, discloses, and protects personal data when you access or use our website, mobile applications, and related healthcare services.
DoctorVoice is committed to protecting the privacy and security of personal data and processing it in accordance with applicable Egyptian laws and regulations, including Egyptian Personal Data Protection Law No. 151 of 2020, its Executive Regulations, and other applicable data protection, consumer protection, healthcare, cybersecurity, and electronic transactions requirements.
This Privacy Policy applies to patients, users, healthcare professionals, and other individuals who interact with DoctorVoice in Egypt.
This Privacy Policy should be read together with DoctorVoice’s Terms and Conditions and any other applicable service-specific terms or notices.
Where processing requires your consent under applicable law, we will obtain that consent separately. Your use of DoctorVoice does not, by itself, constitute consent to every type of processing described in this Privacy Policy.
2. Information We Collect
We may collect and process the following categories of personal data depending on how you use DoctorVoice.
2.1 Account and Identification Information When you create or use a DoctorVoice account, we may collect:
Full name
Mobile phone number
Email address
Date of birth
Gender, where relevant to healthcare services
Address or location information where required for a particular service
Account credentials and authentication information
Other information necessary to verify or maintain your account
We may use this information to create and manage your account, authenticate your identity, communicate with you, and provide our services.
2.2 Device and Technical Information
When you access DoctorVoice, we may automatically collect certain technical information, including:
Device type and operating system
Browser type and version
IP address
Time zone and approximate location information where technically available and permitted
Device identifiers
Application version
Network information
Cookies and similar technologies
Login and access information
Interaction and usage information
Pages, profiles, doctors, or services viewed
Search terms or websites that referred you to DoctorVoice
Diagnostic, performance, and error information
This information may be used for security, authentication, analytics, troubleshooting, service improvement, and fraud prevention.
2.3 Health and Medical Information
Because DoctorVoice provides healthcare-related services, we may process health information and other sensitive personal data necessary to provide consultations and related services.
This may include:
Symptoms and complaints
Medical history
Existing medical conditions
Allergies
Medications
Treatment information and treatment plans
Doctor's notes
Medical advice and consultation records
Prescriptions
Laboratory and diagnostic reports
Medical images
Uploaded medical documents
Voice messages and other communications submitted during consultations
Follow-up communications and records
Information relating to family members when a user legitimately manages or requests healthcare services on their behalf
Health information is treated as sensitive information and is processed only for legitimate and lawful purposes in accordance with applicable laws.
2.4 Healthcare Professional Information
If you register or participate as a doctor or healthcare professional, we may collect information such as:
Full name
Mobile phone number and email address
Professional specialty
Medical qualifications and certificates
Professional registration and licensing information
Professional identification documents
License or registration details
Professional profile information
Consultation and service history
Payment and settlement information
This information may be used for professional verification, onboarding, account management, consultation delivery, payments, compliance, and platform security.
2.5 Payment and Transaction Information
Payments made through DoctorVoice may be processed by third-party payment service providers.
Depending on the payment method used, we may receive transaction-related information such as:
Transaction reference
Amount paid
Payment status
Date and time of transaction
Payment method
Relevant billing information
Where payment information is processed directly by third-party payment providers, DoctorVoice does not intend to store complete payment card details unless necessary and lawfully permitted.
3. How We Use Personal Data
We may process personal data for the following purposes:
3.1 Providing and Managing Our Services
We may use personal and health information to:
Create and manage user accounts
Verify users and healthcare professionals
Facilitate medical consultations
Connect patients with healthcare professionals
Facilitate follow-up consultations and communications
Maintain consultation and service records
Process payments and refunds
Provide customer and technical support
Communicate important information regarding your account or services
Provide family healthcare services where applicable
Maintain and improve DoctorVoice services
3.2 Legal and Regulatory Compliance
We may process and retain information where necessary to:
Comply with applicable Egyptian laws and regulations
Respond to lawful requests from competent authorities
Meet regulatory or professional obligations
Establish, exercise, or defend legal claims
Prevent or investigate unlawful activity
3.3 Security and Fraud Prevention
We may process technical, account, transaction, and usage information to:
Detect and prevent fraud
Protect user accounts
Detect unauthorized access
Prevent abuse or misuse of our services
Investigate security incidents
Protect the security and integrity of our systems
Improve the reliability and performance of our platform
3.4 Analytics, Statistics and Research
We may use aggregated or anonymized information for:
Statistical analysis
Service performance analysis
Product development
Healthcare-related research
Operational planning
Improving the quality and effectiveness of our services
Where information is used for research or analytics in anonymized or aggregated form, we take reasonable measures to ensure that individuals cannot reasonably be identified from the resulting information.
3.5 Communications and Marketing
We may send you service-related communications that are necessary to operate your account or provide requested services.
Where marketing communications require consent under applicable law, we will obtain the required consent.
Marketing communications may include information about:
New DoctorVoice features
Healthcare services
Promotions
Offers
Subscription plans
Relevant products or services
You may opt out of marketing communications at any time using the available unsubscribe mechanism or by contacting us.
Withdrawal from marketing communications will not affect essential service-related communications.
4. Legal Basis for Processing
Depending on the circumstances and applicable law, DoctorVoice may process personal data on one or more lawful bases, including:
Providing services requested by you or performing contractual obligations
Complying with legal or regulatory obligations
Protecting the security and integrity of our services
Preventing fraud, abuse, and unlawful activity
Protecting the rights and safety of users and others
Legitimate operational purposes where permitted by applicable law
Your consent, where consent is legally required
Where health or other sensitive personal data is processed, DoctorVoice will apply the additional requirements and safeguards required under applicable Egyptian law.
5. Protecting Your Information
5.1 Security Measures
DoctorVoice implements reasonable technical and organizational security measures designed to protect personal data against unauthorized access, alteration, disclosure, loss, misuse, or destruction.
Depending on the nature of the information and the risks involved, these measures may include:
Encryption and secure transmission technologies
Access controls
Authentication mechanisms
Firewalls and security controls
Monitoring and logging
Vulnerability assessment and security testing
Backup and recovery procedures
Internal security policies and procedures
No electronic system or method of transmission can be guaranteed to be completely secure. However, we continuously work to improve the security of our systems and services.
5.2 Internal Access
Access to personal and medical information is restricted to authorized personnel who require access to perform their legitimate responsibilities.
Where appropriate, access may be subject to confidentiality obligations, authentication controls, and role-based permissions.
5.3 Third-Party Service Providers
DoctorVoice may use trusted third-party service providers for services such as:
Cloud hosting and data storage
Payment processing
Authentication and communications
Analytics
Technical infrastructure
Customer support
Security and fraud prevention
We require relevant service providers to maintain appropriate confidentiality and security measures and to process personal data only as permitted by applicable agreements and laws.
6. Sharing and Disclosure of Personal Data
DoctorVoice does not sell, rent, or trade your personal information for monetary consideration.
We may disclose or share personal data where necessary and lawful, including with:
6.1 Healthcare Professionals
Relevant information may be shared with the healthcare professional providing your consultation or related healthcare service, as necessary to provide the service.
6.2 Service Providers
We may share relevant information with third-party providers that support our technical, payment, communications, hosting, analytics, security, or operational functions.
6.3 Legal and Regulatory Authorities
We may disclose information where required or permitted by applicable law, court order, governmental request, regulatory requirement, or other lawful process.
6.4 Protection of Rights and Safety
We may disclose information where reasonably necessary to protect the rights, property, safety, or security of DoctorVoice, our users, healthcare professionals, or others, subject to applicable law.
7. International and Cross-Border Data Transfers
DoctorVoice may use technology infrastructure, service providers, or partners located outside Egypt.
Where personal data is transferred, stored, accessed, or processed outside Egypt, DoctorVoice will take reasonable measures to ensure that such processing is conducted in accordance with applicable Egyptian data protection requirements and any required safeguards, approvals, or contractual arrangements.
This may include the use of contractual, technical, organizational, or other safeguards required under applicable law.
8. Data Retention
8.1 Retention Period
DoctorVoice retains personal data only for as long as reasonably necessary for the purposes for which it was collected, including:
Providing and maintaining our services
Maintaining healthcare and consultation records
Fulfilling contractual obligations
Meeting legal and regulatory requirements
Resolving disputes
Preventing fraud and abuse
Establishing, exercising, or defending legal claims
Maintaining legitimate business and security records
Different categories of information may be retained for different periods depending on their nature and applicable legal requirements.
8.2 Deletion
When personal data is no longer required for a legitimate purpose or legal obligation, we will take reasonable steps to delete, anonymize, or securely dispose of it in accordance with applicable law.
If you request deletion of your account or personal data, certain information may need to be retained where required by law or necessary for legitimate legal, security, accounting, or regulatory purposes.
9. Cookies and Tracking Technologies
9.1 What Are Cookies?
Cookies and similar technologies are small files or technologies that may be stored on your device or used to recognize your browser or device and understand how you interact with our website or applications.
9.2 How We Use Cookies
We may use cookies and similar technologies to:
Enable essential platform functionality
Maintain sessions and authentication
Improve user experience
Understand website and application usage
Analyze traffic and performance
Detect security risks
Improve our services
Support relevant communications or offers where legally permitted
9.3 User Control
You may be able to manage or disable certain cookies through your browser or device settings.
Disabling certain cookies may affect the functionality or availability of some features.
10. Third-Party Websites and Services
DoctorVoice may contain links to third-party websites, applications, payment providers, or other services.
These third parties may have their own privacy policies and terms.
DoctorVoice is not responsible for the privacy practices, security, or content of third-party websites or services that are not controlled by DoctorVoice.
We encourage you to review the privacy policies of third parties before providing them with personal information.
11. Your Privacy Rights
Subject to applicable Egyptian law and any applicable conditions or limitations, you may have rights relating to your personal data, including:
11.1 Right to Access
You may request information about the personal data we hold about you and, where legally applicable, request a copy of such information.
11.2 Right to Correction
You may request correction or updating of inaccurate or incomplete personal data.
11.3 Right to Deletion
You may request deletion of personal data where permitted by applicable law.
We may retain certain information where retention is required or permitted by law.
11.4 Right to Object or Restrict Processing
Where applicable, you may object to or request restriction of certain processing activities, subject to legal requirements and legitimate grounds for continued processing.
11.5 Right to Withdraw Consent
Where processing is based on consent, you may withdraw your consent at any time.
Withdrawal of consent does not affect the lawfulness of processing that occurred before the withdrawal and may affect our ability to provide certain services where such processing is necessary.
11.6 Other Applicable Rights
You may have additional rights under applicable Egyptian data protection legislation, including rights relating to notification, complaints, or other forms of control over your personal data.
Requests relating to your privacy rights may be submitted through:
support@doctorvoice.net
We may need to verify your identity before processing certain requests.
12. Children's and Family Care Services
DoctorVoice may provide features that allow a parent or legal guardian to request or manage healthcare services for family members, including minors, where permitted by applicable law.
Where a parent or legal guardian uses DoctorVoice to request healthcare services for a minor, we may process the minor's information as necessary to provide the requested service and comply with applicable legal requirements.
We do not knowingly process children's personal data for unrelated purposes without an appropriate lawful basis or required parental/guardian authorization.
If you believe that personal data relating to a child has been collected or processed improperly, please contact us at:
support@doctorvoice.net
13. Data Breach and Security Incidents
In the event of a personal data breach or security incident, DoctorVoice will assess the incident and take appropriate measures to contain, investigate, mitigate, and remediate it.
Where notification is required, DoctorVoice will notify the competent authority and/or affected individuals in accordance with applicable Egyptian laws, regulations, and requirements, and within the applicable legally prescribed timeframes.
Notifications may be provided through appropriate channels, including email, in-app notifications, SMS, or other reasonable communication methods.
DoctorVoice does not intend to create a contractual guarantee of a specific notification period where the applicable legal requirements may differ depending on the nature and circumstances of the incident.
14. Anonymized and Aggregated Information
DoctorVoice may create or use information that has been anonymized or aggregated so that it does not reasonably identify an individual.
Such information may be used for:
Statistical analysis
Healthcare research
Business analysis
Service improvement
Product development
Reporting and operational planning
Anonymized or aggregated information may be used and disclosed where permitted by applicable law.
15. Data Transparency
DoctorVoice is committed to transparency regarding the collection and use of personal data.
Depending on the features available to you, you may be able to review or update certain account information through your account settings.
You may also contact DoctorVoice at support@doctorvoice.net to ask questions about the processing of your personal data or to exercise applicable privacy rights.
16. Privacy Complaints
If you have concerns or a complaint regarding the way DoctorVoice processes your personal data, you may contact us at:
Email: support@doctorvoice.net
We will review and handle privacy-related complaints in accordance with our internal procedures and applicable Egyptian laws and regulations.
You may also have the right to contact the competent Egyptian data protection authority or other competent regulatory body where applicable.
17. Changes to This Privacy Policy
DoctorVoice may update this Privacy Policy from time to time to reflect:
Changes to our services
Changes in technology
Changes in applicable laws or regulations
Changes in our data processing practices
Regulatory or security requirements
When material changes are made, we may provide notice through our website, applications, email, or other appropriate communication channels where required.
The updated version will indicate the applicable Last Updated date.
We encourage you to review this Privacy Policy periodically.
18. Governing Law and Dispute Resolution
This Privacy Policy is governed by the applicable laws of the Arab Republic of Egypt.
Any dispute arising in connection with this Privacy Policy or the processing of personal data shall, where appropriate, first be addressed through an amicable resolution process.
If the dispute cannot be resolved amicably, it shall be submitted to the competent courts of the Arab Republic of Egypt, subject to applicable mandatory legal provisions.
19. Contact Us
If you have any questions, requests, or concerns regarding this Privacy Policy or the processing of your personal data, please contact us:
Email: support@doctorvoice.net
Phone: 0233365113
Address: 45 Mohamed El-Ghazaly Street, from Shooting Club, Dokki, Giza, Egypt
3. Terms of Use (User Agreement)
Arab Republic of Egypt
Last Updated: 01/10/2026
Introduction
Welcome to DoctorVoice.
By accessing or using the DoctorVoice application, website, or related services, you acknowledge that you have read, understood, and agree to be bound by this User Agreement and the applicable policies referenced herein.
DoctorVoice is a technology platform designed to facilitate remote communication between patients and doctors and to provide access to paid medical consultations through voice messages and other digital communication methods. Certain features may use artificial intelligence (AI) to assist with organizing information, understanding the user's reported complaint, identifying the appropriate medical specialty, or supporting the operation of the service.
DoctorVoice does not replace emergency medical services or in-person medical examination where such examination is necessary. In an emergency in Egypt, users should immediately contact the Egyptian Ambulance Service at 123 or proceed to the nearest appropriate hospital or emergency facility.
The services are intended for personal use and may not be used for unlawful or unauthorized commercial purposes.
1. Acceptance of Terms
By registering for, accessing, or using DoctorVoice, you confirm that you have read, understood, and agree to comply with these Terms of Use and all applicable policies, including the Privacy Policy and Refund Policy.
DoctorVoice may update or modify these Terms from time to time. Where appropriate, users will be notified through reasonable means, which may include in-app notifications, email, SMS, or other available communication channels.
Any updated Terms will become effective on the date specified in the updated version. Continued use of the services after the effective date constitutes acceptance of the updated Terms.
Certain services, promotions, features, or programs may be subject to additional terms. Such supplementary terms will be presented to users where applicable and will form an integral part of these Terms.
If there is a conflict between these Terms and supplementary terms relating to a specific service, the supplementary terms will apply to that service to the extent of the conflict.
DoctorVoice may suspend, restrict, modify, or discontinue all or part of its services where permitted by applicable law, including where necessary for security, maintenance, regulatory compliance, or prevention of misuse.
2. User Eligibility and Registration
2.1 Age and Accounts
Users must generally be 18 years or older to create and operate an individual DoctorVoice account.
A parent or legal guardian may use applicable DoctorVoice Family Care functionality to request or manage services for a minor where such functionality is available and permitted by applicable law.
2.2 Accurate Information
Users are responsible for providing accurate, complete, and up-to-date information, including information relevant to their medical consultation.
Users should promptly update information where necessary to ensure that doctors receive accurate information.
2.3 Account Security
Users are responsible for maintaining the confidentiality of their account credentials and for activity carried out through their account.
Users must notify DoctorVoice if they reasonably believe that their account has been accessed or used without authorization.
2.4 Suspension or Termination
DoctorVoice may suspend or terminate an account, restrict access, or take other appropriate measures where there is reasonable evidence of:
• false or misleading information;
• unlawful use;
• misuse of the service;
• fraudulent activity;
• abuse of doctors, employees, or other users;
• violation of these Terms or applicable policies; or
• conduct that may compromise the security or integrity of the platform.
Such action will be taken subject to applicable law.
3. Nature of the Services
DoctorVoice operates as a technology platform that facilitates communication between users and independently practicing doctors through digital medical consultation services.
The services may include:
• paid medical consultations through voice messages;
• communication between patients and doctors;
• follow-up consultations where applicable;
• AI-assisted complaint or specialty identification;
• uploading and exchanging relevant medical information, images, reports, or other files;
• family-related healthcare services where available; and
• other digital healthcare features introduced by DoctorVoice from time to time.
DoctorVoice's AI tools are assistive technological tools only. AI does not independently act as a doctor, does not replace a qualified medical professional, and should not be relied upon as a final medical diagnosis, prescription, or treatment decision.
Remote consultation may not be appropriate for every medical condition. A doctor may recommend that the patient attend an in-person clinic, medical center, hospital, laboratory, or other healthcare facility when clinically appropriate.
In emergency situations, users must not rely on DoctorVoice as a substitute for emergency medical care.
4. Consultation Process
DoctorVoice may provide different consultation options depending on the services and pricing displayed in the application.
4.1 Fastest Available Doctor
Where the user selects the option to consult the fastest available doctor, the consultation request may be made available to doctors in the selected medical specialty.
The first eligible available doctor who accepts the request may provide the consultation.
DoctorVoice aims to initiate the consultation within a maximum target period of 15 minutes, subject to doctor availability, technical conditions, and other circumstances outside the platform's reasonable control.
4.2 Choose a Doctor
Where the user selects a specific doctor:
• if the selected doctor is available, DoctorVoice aims to initiate the consultation within a maximum target period of 15 minutes; or
• if the selected doctor is unavailable, the doctor may respond within a period of up to 24 hours, subject to the doctor's availability and applicable service conditions.
If a selected doctor does not respond within the applicable service period, DoctorVoice may, where possible, offer the user the option of being redirected to another doctor in the same specialty.
Where DoctorVoice is unable to provide the purchased consultation because of an operational issue attributable to the platform, the user's rights will be handled in accordance with the Refund Policy and applicable law.
5. Patient Responsibilities
The quality and safety of a remote consultation depend partly on the accuracy and completeness of the information provided by the patient.
Users are responsible for providing truthful and reasonably complete information relevant to their consultation, which may include:
• symptoms and complaints;
• medical history;
• current medications;
• allergies;
• previous diagnoses;
• laboratory results;
• imaging and medical reports;
• photographs or videos where medically relevant; and
• other information reasonably requested by the doctor.
Users should clearly describe their complaint through the available voice, text, or other communication features.
If a doctor requests additional information, images, reports, or clarification, the user should provide the requested information where reasonably possible.
DoctorVoice is not responsible for medical consequences arising from inaccurate, incomplete, misleading, or omitted information supplied by the user, subject to applicable law.
6. Doctors and Medical Responsibility
Doctors registered on DoctorVoice are independent healthcare professionals and are not employees of DoctorVoice solely by virtue of using the platform.
Doctors are responsible for their own professional medical decisions and, where applicable and legally permitted, for:
• medical assessment;
• diagnosis;
• medical advice;
• treatment recommendations;
• prescriptions;
• follow-up instructions; and
• determining whether an in-person examination or additional medical investigation is required.
Doctors must provide their services in accordance with applicable professional, ethical, and legal requirements.
DoctorVoice provides the technological infrastructure and related platform services but does not independently make the medical decisions provided by doctors.
Nothing in these Terms is intended to exclude or limit any responsibility that DoctorVoice may have under applicable law for its own services, platform operations, customer support, data protection obligations, or other legally applicable responsibilities.
7. Prescriptions, Treatment Plans and Electronic Confirmation
Where legally and professionally permitted, a doctor may provide a prescription, treatment recommendation, or treatment plan through the DoctorVoice platform.
The medical content of such prescription, recommendation, or treatment plan remains the responsibility of the treating doctor.
Users should carefully review any medical recommendation or prescription provided to them and may request clarification from the doctor where necessary.
Where the application provides an electronic button, checkbox, confirmation, or similar mechanism such as "Agree," "Confirm," or "Accept," the user's action may constitute an electronic acknowledgment or confirmation of the relevant information or request, as applicable.
Such electronic confirmation does not by itself constitute a blanket waiver of the user's legal rights or automatically establish that all requirements for informed consent have been satisfied.
Where informed consent is required, it should be obtained and documented in accordance with applicable legal and professional requirements and the circumstances of the medical service.
Users remain responsible for reading and understanding the information presented to them and for communicating any questions or concerns to the doctor.
8. Follow-Up Consultations
Each eligible paid consultation includes one free follow-up with the same doctor who provided the original consultation, subject to the conditions below.
8.1 Follow-Up Period
The free follow-up must be requested and used within one week from the date of the original consultation.
8.2 Same Doctor
The follow-up is initially directed to the same doctor who provided the original consultation.
If the same doctor does not respond or is unavailable within the applicable follow-up period, DoctorVoice may, where possible, redirect the follow-up request to another doctor in the same medical specialty.
8.3 Platform Operational Failure
If the follow-up cannot be provided because of an operational issue attributable to DoctorVoice and no suitable alternative doctor can be provided, the user may request a refund of the original consultation fee in accordance with the Refund Policy and applicable law.
8.4 Additional Consultations
Once the free follow-up has been used, or the one-week follow-up period has expired, any additional consultation or continuation of medical care will be treated as a new paid consultation at the applicable price displayed in the application.
9. Pricing and Payments
DoctorVoice may offer different payment models, including:
• individual pay-per-consultation services;
• consultations with different doctor professional levels;
• subscription plans;
• family or other packages; and
• additional services or plans introduced by DoctorVoice.
Applicable prices, consultation types, subscription benefits, and limits are displayed in the application at the time of purchase.
Subscription plans may include a specified number of consultations during the applicable subscription period. Where the subscription allowance has been exhausted, users may purchase additional consultations where this option is available.
Payments are processed through the payment methods and payment gateways made available through DoctorVoice.
A payment is considered a completed purchase only when the transaction has been successfully processed and confirmed by the applicable payment system.
If a payment fails, is reversed, or is not confirmed, DoctorVoice may not be required to provide the corresponding paid service unless the payment is subsequently confirmed.
Refunds and cancellation rights are governed by the DoctorVoice Refund Policy – Egypt, together with any mandatory rights available to consumers under applicable Egyptian law.
10. Refunds and Cancellation
Refunds, cancellations, and payment-related remedies are governed by the separate DoctorVoice Refund Policy – Egypt, which forms an integral part of these Terms.
The Refund Policy addresses, among other matters:
• consultation availability and response periods;
• technical failures;
• failure to provide a purchased consultation;
• follow-up services;
• payment-related problems;
• subscription-related issues; and
• circumstances in which a refund may be requested.
Nothing in these Terms is intended to waive or exclude any mandatory consumer rights or remedies available under applicable Egyptian law.
Users should review the Refund Policy before purchasing a consultation or subscription.
11. Privacy and Personal Data Protection
DoctorVoice is committed to protecting users' personal data and privacy.
DoctorVoice may process personal and health-related information as necessary to provide its services, facilitate consultations, maintain accounts, process payments, provide customer support, maintain security, comply with legal obligations, and perform other lawful purposes described in the applicable Privacy Policy.
Health and medical information may constitute sensitive personal data and will be handled in accordance with applicable Egyptian data protection requirements.
The collection, use, storage, sharing, retention, security, and other processing of personal data are described in the DoctorVoice Privacy Policy – Egypt.
Users should review the Privacy Policy before using the services.
12. Artificial Intelligence
DoctorVoice may use AI technologies in certain parts of the platform.
AI may assist with functions such as:
• understanding or organizing information provided by the user;
• identifying or suggesting the appropriate medical specialty;
• structuring consultation information;
• improving service operations; and
• generating preliminary or organizational outputs.
AI-generated information is provided as an assistive technological output only.
AI outputs do not constitute an independent medical diagnosis, medical prescription, treatment decision, or substitute for the professional judgment of a qualified doctor.
Users should not rely on AI-generated information as a substitute for professional medical advice.
13. Responsibilities and Limitations
DoctorVoice takes reasonable measures to operate and maintain its platform and facilitate the services described in these Terms.
However:
• DoctorVoice does not guarantee that remote consultation will be suitable for every medical condition.
• DoctorVoice does not independently provide the medical diagnosis, treatment, or prescription delivered by an independent doctor.
• Doctors remain responsible for their professional medical decisions.
• Users remain responsible for the accuracy and completeness of information they provide.
• DoctorVoice cannot guarantee uninterrupted availability of the platform or telecommunications and internet services.
• Temporary interruptions may occur because of maintenance, technical failures, payment-provider failures, telecommunications problems, internet outages, or other circumstances beyond DoctorVoice's reasonable control.
• Where a material technical or operational failure attributable to DoctorVoice prevents the purchased service from being delivered, DoctorVoice may provide an alternative service, redirect the consultation, or process a refund in accordance with the Refund Policy and applicable law.
Nothing in these Terms excludes liability or legal responsibility that cannot lawfully be excluded or limited under applicable Egyptian law.
14. Intellectual Property
All intellectual property rights relating to DoctorVoice, including the application, website, software, designs, interfaces, trademarks, logos, graphics, text, content, databases, and related materials, are owned by DoctorVoice, its operating company, or applicable licensors, unless otherwise stated.
Users may access and use the platform solely for its intended purposes.
Users may not, without prior written authorization and to the extent prohibited by applicable law:
• copy or reproduce substantial parts of the platform;
• modify or create derivative works;
• distribute or commercially exploit DoctorVoice content;
• reverse engineer or attempt to extract source code;
• use DoctorVoice trademarks or branding without authorization; or
• reproduce platform materials for unauthorized commercial purposes.
15. Prohibited Use
Users must not use DoctorVoice to:
• violate applicable laws or regulations;
• provide false or fraudulent information;
• impersonate another person;
• interfere with or compromise platform security;
• access another user's account without authorization;
• abuse, threaten, harass, or discriminate against doctors, employees, or other users;
• upload unlawful, harmful, or malicious content;
• misuse consultations or follow-up services;
• attempt to obtain services through fraudulent payment methods; or
• otherwise interfere with the normal operation of the platform.
16. Suspension and Termination
DoctorVoice may suspend, restrict, or terminate access to an account or service where reasonably necessary because of:
• violation of these Terms;
• unlawful activity;
• fraud or suspected fraudulent activity;
• misuse of the platform;
• security risks;
• abuse of other users or doctors; or
• legal or regulatory requirements.
Where appropriate and legally required, DoctorVoice may provide notice or an opportunity to resolve the issue before taking action.
Termination or suspension does not affect rights or obligations that accrued before the effective date of termination.
17. Complaints and Customer Support
Users may contact DoctorVoice regarding complaints or inquiries relating to:
• consultations;
• doctor availability;
• follow-ups;
• payments;
• refunds;
• subscriptions;
• technical problems;
• accounts;
• privacy and personal data; or
• other DoctorVoice services.
Users are encouraged to contact DoctorVoice first so that the matter can be reviewed and, where possible, resolved amicably.
Customer Support:
📧 support@doctorvoice.net
Where a complaint cannot be resolved directly, users retain any rights available to them under applicable Egyptian law, including applicable consumer-protection complaint mechanisms.
18. Governing Law and Dispute Resolution
These Terms are governed by and interpreted in accordance with the laws of the Arab Republic of Egypt, to the extent applicable.
DoctorVoice and users are encouraged to attempt to resolve disputes amicably through customer support before pursuing formal remedies.
Nothing in these Terms prevents a user from exercising any mandatory legal or consumer rights or from submitting a complaint to a competent regulatory or consumer-protection authority.
Where a dispute cannot be resolved amicably, it may be referred to the competent Egyptian judicial or regulatory authority, as applicable.
19. Changes to These Terms
DoctorVoice may update these Terms from time to time to reflect:
• changes to the services;
• new features;
• changes in applicable laws or regulations;
• security or operational requirements; or
• improvements to the platform.
The updated version will state its effective date.
Where appropriate, DoctorVoice will notify users of material changes through available communication channels.
Users should periodically review these Terms and the related policies.
20. Contact Us
For questions, concerns, complaints, or requests relating to DoctorVoice services, please contact:
📧 Email: support@doctorvoice.net
📞 Phone: 0233365113
📍 Address: 45 Mohamed El-Ghazaly Street, from Al-Said Club, Dokki, Giza, Egypt
4. Disclaimer & Medical Notice
Important Medical Notice – DoctorVoice | Egypt
Last update: 01/10/2026
Nature of DoctorVoice and the Company’s Role
DoctorVoice is a technology product owned by a company engaged in software and electronic application development. The company’s role is limited to providing and operating a digital technical platform that facilitates remote communication between users and licensed doctors.
DoctorVoice acts as a technical intermediary between the User and the Service Provider. The company is not a medical facility or a healthcare establishment, does not independently provide medical services, and does not practice medicine, diagnosis, or treatment. The platform does not interfere with the professional medical decisions made by the Service Provider.
The professional responsibility for medical assessment, diagnosis, medical opinion, treatment plans, and prescriptions rests with the Service Provider, within the scope of their professional and legal obligations. This is without prejudice to DoctorVoice’s own legal and regulatory responsibilities relating to its technical and operational services, data protection, customer support, and other obligations applicable to the platform.
Nature of Remote Medical Consultations
Remote medical consultations through the DoctorVoice app may have certain limitations compared with an in-person medical examination due to the absence of a physical clinical examination, limited information available to the doctor, the nature of the medical condition, or other factors that may affect the medical assessment.
Based on the medical assessment, the doctor may recommend that the user attend a clinic or hospital, undergo additional examinations, or obtain laboratory tests, imaging, or other medical evaluations.
Accordingly, DoctorVoice is not a substitute for an in-person medical examination, in-person medical care, or emergency medical services.
Emergency Situations
The DoctorVoice app is intended for non-emergency medical consultations and should not be used for emergency or critical medical conditions requiring immediate intervention.
In an emergency, the user should immediately seek emergency medical care by contacting the Egyptian Ambulance Service at 123 or proceeding directly to the nearest emergency department or hospital.
Users should not delay seeking emergency medical care while waiting for a response from a doctor through the app.
If the service is used in an emergency situation contrary to this notice, the company shall not be responsible for harm resulting from such use, without prejudice to any legal liability that cannot be excluded or limited under applicable law.
User Responsibilities
• Users must provide accurate and complete health information to the best of their knowledge when requesting a consultation.
• Users should disclose their symptoms, medical history, medications, and any other information requested by the doctor.
• Users are responsible for the accuracy and completeness of the information and attachments they provide, including images, X-rays, laboratory results, and medical reports.
• Users must comply with applicable Egyptian laws and regulations relating to the use of the application and its digital services.
• Accounts may be suspended or terminated in cases of misuse or violation of the application’s Terms and Conditions.
Responsibility of the Service Provider
Doctors providing consultations through the application are independent medical service providers. They are professionally responsible for the medical assessment, diagnosis, medical opinion, treatment plan, and/or prescription they provide, within the scope of their specialty and the applicable professional and legal requirements.
The doctor may determine that the user requires an in-person examination, direct medical care, or additional medical tests or evaluations.
Use of Artificial Intelligence
DoctorVoice may use artificial intelligence technologies in certain application functions, such as assisting in understanding the user’s description of their complaint, identifying the appropriate medical specialty, or organizing information.
AI is not a doctor or an independent medical service provider and is not intended to replace the medical assessment, diagnosis, or treatment provided by a doctor.
Health Measurements and Tests
The DoctorVoice application does not provide health measurements or medical tests to users through the application.
Prescriptions, Treatment Plans, and Consent
When a doctor provides a prescription or treatment plan through the application, the user may be required to confirm receipt of the prescription or take a specified action within the application.
Selecting “Agree / Confirm” constitutes an electronic confirmation of the specified action within the application. It does not, by itself, constitute a blanket waiver of any legal right, an exemption from liability, or automatic proof that all legally required informed-consent requirements have been satisfied.
Where applicable laws, regulations, decisions, or professional requirements require written informed consent or a specific informed-consent form, the applicable legal requirements and procedures shall be followed.
“Ask Doctor” Option
If the user requires additional information before receiving a prescription or treatment plan, the user may select “Ask Doctor”, which will automatically send the following message to the doctor:
“I need to know more about the potential risks and complications of this treatment before receiving the prescription.”
This allows the user to request further clarification from the doctor before making a decision.
This notice does not replace any informed-consent form or procedure that may be required under applicable laws, regulations, or professional requirements.
Important Note
DoctorVoice is a technology platform and technical intermediary that facilitates communication between users and doctors. It is not a medical facility or healthcare establishment and does not independently practice medicine.
The doctor’s professional responsibility for the medical content and services provided remains governed by the applicable laws and professional requirements. DoctorVoice remains responsible for its own obligations relating to the technical platform and the technical, operational, and support services it provides.