Terms & Conditions

Effective date: 24 August 2026 | Last updated: 24 August 2026

1. Acceptance and application

These Terms & Conditions (the “Terms”) govern access to and use of the websites, PWA, official social-media pages, phone, SMS, WhatsApp, Messenger, payment pages and other authorised channels operated by HelloDoctor HealthTech Limited (“HelloDoctor”, “we”, “our” or “us”).

By creating an account, applying as a doctor, viewing or following a profile, posting or commenting, submitting a serial or appointment request, requesting or receiving an online consultation, making a payment, or otherwise using the Platform, you agree to these Terms, the Privacy Policy, the Return, Refund & Cancellation Policy and the Medical Disclaimer. Where clear consent is required, the service will not proceed until that consent is obtained.

2. Definitions

“Platform” means HelloDoctor's websites, PWA and authorised digital channels. “Online Consultation” means a paid or otherwise authorised chat, audio or video consultation arranged and managed by HelloDoctor. “Network Doctor” means an independent doctor who creates or maintains a profile, post or chamber listing on HelloDoctor Network. “User” includes a patient, caregiver, doctor, assistant, visitor or account holder.

3. Our two service models

HelloDoctor-managed Online Consultation. HelloDoctor may arrange online consultations through BMDC-registered doctors on its assigned panel, subject to identity, eligibility, doctor availability, clinical suitability, payment and consent. HelloDoctor manages the technology and operational flow; the consulting doctor remains directly responsible for clinical assessment, advice, prescription, referral and professional conduct.

HelloDoctor Network. The Network is a doctor-discovery, health-content and appointment-assistance marketplace. Independent doctors may publish profiles, chamber information, schedules and general health posts. Patients may search, follow, react, comment and submit serial requests. Unless clearly stated otherwise, chamber treatment and any direct payment are between the patient and the independent doctor/chamber.

A Network Doctor listing is not the same as a HelloDoctor-managed Online Consultation. The service type, price, payment recipient and confirmation status will be shown in the applicable user flow.

4. Accounts, eligibility and minors

Users must provide accurate, current and complete information, protect their device and access credentials, and not impersonate another person. A parent, legal guardian or responsible adult should participate where the patient is a minor or lacks capacity to provide valid consent. HelloDoctor may request identity, age or authority verification where reasonably necessary.

5. Doctor registration and declarations

A doctor applicant represents that the submitted name, photograph, BMDC registration number and status, qualifications, specialty, training, experience, workplace, chamber, fee, schedule, assistant contact and other information are true, current, lawful and authorised for use. The doctor must promptly report any suspension, expiry, cancellation or change to registration, professional status, chamber details, availability or fees.

HelloDoctor may request further documents, re-check information, reject an application, suspend or remove a profile, withhold a verification badge, and cooperate with BMDC or lawful authorities where information appears false, misleading, expired, forged or unsafe.

6. Meaning and limits of the verified badge

A HelloDoctor verification badge means that, at the time of review, HelloDoctor found a reasonable match between the BMDC registration number and selected identity information supplied by the applicant and the available official BMDC record, such as name, photograph, practitioner type, registration status or validity.

The badge is not BMDC endorsement and does not guarantee current unrestricted status, postgraduate qualifications, specialty, workplace, chamber affiliation, fee, availability, bedside manner, treatment quality or outcome. Information not expressly marked as verified may be doctor-supplied. HelloDoctor will take reasonable action on credible discrepancy reports; the badge does not remove any responsibility that applicable law places on HelloDoctor or the doctor.

7. Patient identity check and reporting

At an in-person visit, patients should compare the doctor in front of them with the profile name and photograph and may independently check the displayed BMDC number through the official BMDC verification channel. A mismatch, suspicious document, changed registration status or misleading claim should be reported to HelloDoctor before treatment or payment where practicable. This is an additional safety step and does not transfer all verification responsibility to the patient.

8. Serial and chamber appointment requests

Submitting a “Serial Request”, “Book”, “Serial Din” or similar request does not by itself confirm an appointment. The request may be routed through the Platform, PWA notification, SMS, telephone or an authorised assistant. A booking is confirmed only when the Platform, doctor, assistant or chamber sends an explicit confirmation.

Patients should not travel solely on the basis of a submitted request. Availability, time, fee or location may change because of clinical duties, chamber decisions, emergencies, traffic, technical failures or other circumstances. HelloDoctor will use reasonable efforts to show and relay current information but cannot guarantee attendance or exact waiting time.

An assistant or chamber contact number supplied for serial coordination may be kept non-public and used only by authorised HelloDoctor staff or systems and the relevant doctor/chamber for appointment operations.

9. Chamber care, fees and independent providers

A Network Doctor is an independent healthcare professional and is responsible for clinical decisions, informed consent, privacy, record-keeping, prescriptions, referrals, chamber staff, professional conduct, applicable fees and compliance with BMDC requirements and Bangladesh law.

If HelloDoctor does not collect the chamber fee, any treatment, receipt, cancellation and refund arrangement is between the patient and the doctor/chamber. If HelloDoctor collects a fee, the checkout terms and the published Return, Refund & Cancellation Policy apply.

10. Online consultation

Online consultation may be unsuitable where physical examination, urgent assessment, diagnostic testing, specialist evaluation or hospital care is required. The doctor may ask for identity confirmation, a video call, more information or records; decline to prescribe; end the online consultation; or advise in-person or emergency care.

Advice depends on the information available and the doctor's professional judgment. No diagnosis, prescription, medicine, test, cure, recovery, outcome, response time or uninterrupted connection is

guaranteed. The user must provide accurate and timely clinical information and promptly disclose deterioration or new symptoms.

11. General health content, AI and public interaction

Doctor posts, tips, articles, public comments, automated replies and AI-assisted information are for general awareness and do not create a personal diagnosis, prescription or treatment plan. Do not start, stop or change medicine solely because of public content.

HelloDoctor may use automation or AI to assist search, routing, chamber-information replies, moderation, support or summarisation. Automated output will not replace a doctor's final clinical judgment, and urgent or high-impact clinical decisions should not be made solely by automated output.

Comments may be held for moderation before publication. Users must not publish identifiable patient information, prescriptions, reports, abusive content, misinformation, advertising, spam, impersonation or unlawful material. HelloDoctor may edit visibility, remove content, warn, restrict or suspend accounts, while applying reasonable moderation standards.

12. Ranking, views, follows and promotion

Search position may consider location, specialty, online booking availability, experience information, profile completeness, recent activity, post quality, responsiveness and Platform rules. Views, follows, likes, booking-request counts or an experience score are operational indicators, not endorsements or measures of clinical superiority.

Paid or promoted placement will be clearly labelled. Promotion changes visibility only and does not guarantee patients, bookings, income, professional quality or outcomes.

13. Payments and checkout

Fees and inclusions will be displayed before payment. Users must pay only through official HelloDoctor payment channels and must never share a mobile-banking PIN, card PIN, OTP, password, CVV or other secret credential. Payment may be verified through transaction ID, payment method, amount, time, payer information or payment confirmation.

Immediately before a paid order or booking, the user must actively tick an unchecked box linking to the Terms & Conditions, Privacy Policy and Return, Refund & Cancellation Policy. A separate teleconsultation consent may be required before an Online Consultation starts. Refund and cancellation decisions follow the published policy.

14. Doctor subscriptions and operational tools

A doctor subscription, booking portal, PWA tool, SMS support or promoted placement is governed by the package details shown at purchase. Unless expressly stated, it does not guarantee a minimum number of patient requests, confirmed visits, income, ranking or continued visibility. The doctor remains responsible for keeping availability current and responding to requests.

15. Third-party services and advertisements

HelloDoctor may use approved payment gateways, mobile financial services, banks, SMS/telecom services, hosting, security, analytics, maps and communication providers. Their systems may have separate terms and technical limitations. HelloDoctor remains responsible for its own selection, instructions and handling of information to the extent required by law.

No third-party advertisement will be placed in the checkout flow. HelloDoctor does not currently permit unrelated third-party advertising on the Platform. If introduced, it will be clearly labelled and managed under applicable law; HelloDoctor will remain responsible for its decision to display it and for any customer information it shares. Personal health or consultation data will not be shared for unrelated advertising without valid consent.

16. No commission-based medical referral

HelloDoctor does not maintain commission-based referral arrangements with hospitals, diagnostic centres, pharmacies or pharmaceutical companies. Clinical recommendations for tests, medicines, referral or in-person care should be based on professional judgment. Any future commercial relationship that may create a material conflict will be disclosed where required.

17. Prohibited conduct

Users and doctors must not submit false documents or information; impersonate; harass, threaten or defame; create fake serial requests; spam; exploit or interfere with systems; misuse prescriptions; disclose another person's health information without authority; manipulate engagement or reviews; promote unlawful products; or use the Platform for fraud, discrimination or illegal activity.

18. Records, privacy and security

HelloDoctor may keep identity, verification, consent, consultation, message, appointment, payment, support, complaint, moderation and technical records for care continuity, operations, safety, audit, accounting, fraud prevention, dispute resolution and legal compliance. Collection, use, disclosure, retention and user rights are explained in the Privacy Policy.

19. Availability, suspension and changes

HelloDoctor does not promise uninterrupted access. It may limit, suspend or end a feature, account, listing, badge, booking, consultation or service for safety, clinical suitability, missing consent, non-payment, abuse, fraud, misinformation, regulatory need, operational capacity or breach of these Terms. Material policy changes will be published with an updated date.

20. Intellectual property

HelloDoctor's name, logo, interface, original content and service materials belong to HelloDoctor HealthTech Limited or its licensors. Users retain rights in lawful content they submit but grant HelloDoctor a non-exclusive licence to host, display, moderate, reproduce and process that content only as reasonably necessary to operate, promote and protect the Platform, subject to the Privacy Policy and applicable law.

21. Responsibility and limitation of liability

The consulting doctor is directly responsible for clinical advice, prescriptions and professional decisions. HelloDoctor is responsible for the Platform functions and operational responsibilities it undertakes, including reasonable onboarding/verification, secure and smooth technology, payment handling, consent/record workflows, communication and complaint support, to the extent required by law.

To the maximum extent permitted by law, HelloDoctor is not liable for indirect, special or consequential loss, or for harm caused by a user's false or incomplete information, failure to seek urgent in-person care, disregard of medical advice, independent chamber conduct outside HelloDoctor's control, or failures of external networks/devices/providers that HelloDoctor could not reasonably prevent. Nothing in these Terms excludes liability, consumer rights or remedies that cannot lawfully be excluded.

22. Complaints and disputes

Users may report identity mismatches, unsafe content, booking problems, payment disputes, privacy concerns or suspected misconduct through the Contact page. HelloDoctor may review relevant records and take proportionate action. These Terms are governed by the laws of Bangladesh, and unresolved disputes are subject to the competent courts and lawful consumer or regulatory processes in Bangladesh.

Contact

Company

HelloDoctor HealthTech Limited

Registered address

House-28, Kanchan House, Baitun Najat Jame Masjid Road, Chalaban, Dakshinkhan, Dhaka-1230, Bangladesh

Email

support@hellodoctor.org

Phone

01400004101, 01805486027, 01805486028

Websites

hellodoctor.org and hellodoctor.net

Trade License No.

TRAD/DNCC/046572/2025