1. Scope
This agreement governs the relationship between you (the "beneficiary") and HealTrip Plus LLC, Unified National No. 7053431727, Al-Ahsa, Saudi Arabia ("HealTrip"), when you use platform services via the website or app. It supplements the website terms of use and the privacy notice.
2. HealTrip's role
- HealTrip is a technology platform that organises your medical file, connects you with licensed doctors, facilities and providers, and coordinates the next steps in your care.
- HealTrip does not practise medicine. Medical services are provided by independent doctors and facilities licensed by the competent authorities, each professionally responsible for their own practice.
- HealTrip is responsible for its own part: verifying partners' licences before onboarding and periodically, the quality of coordination and communication, protecting your data and the platform, and transparency on prices and the status of each service.
3. Eligibility and account
- You must be 18 or older. A parent or legal guardian creates and manages the account for a minor or a person without legal capacity.
- You may add family members or companions with defined permissions, with the person's consent where legally possible.
- You are responsible for accurate, up-to-date information and for keeping your login secure. HealTrip staff will never ask for your password or verification code. Tell us immediately if you suspect unauthorised access.
4. Services and status
Each service shows its real status (available, pilot, in development, on the roadmap) on the launch and service status page. No service, country or partner is shown as available before it is. HealTrip services are not for emergencies.
5. Consent and health data
- We access or share your medical file only with your explicit consent, for a specific purpose, and only with the doctors or facilities you choose or approve.
- You may withdraw consent at any time; withdrawal does not affect lawful processing before it.
- Health data is hosted in Saudi Arabia under the Personal Data Protection Law, its regulations and relevant cybersecurity controls.
- We do not use your health data to train AI models without explicit, separate consent, and we never sell your data.
- Some medical records may be retained for the period required by health regulations even after you close your account, then securely destroyed.
6. Medical opinions and limits
- A medical opinion, including a second opinion in the Decision Room, relies on the information and reports you provide. Missing or inaccurate information can change the outcome.
- A doctor may decide your case needs a clinical examination or further tests before a final opinion; this is part of safe practice.
- Each report states the doctor's name and specialty, the sources reviewed and what remains uncertain. Decisions about your treatment are yours, together with your treating doctor.
- AI tools on the platform only help organise and summarise; they do not diagnose or prescribe.
7. Remote care
Remote consultations follow the rules in force in Saudi Arabia. Some conditions are not suitable for remote care, and the doctor may refer you to an in-person visit. Do not record or publish a session without the other party's consent.
8. Fees and payment
- The total price including VAT is shown before you confirm. No hidden fees.
- Payments are processed by licensed payment providers; HealTrip does not store your card details.
- An e-invoice is issued for each transaction in line with ZATCA requirements.
- Where insurance applies, cover depends on your policy and the insurer's decision.
9. Cancellation and refunds
- Full refund if you cancel before the doctor starts reviewing your case or at least 12 hours before a consultation, or if the provider cancels or does not attend.
- Partial refund in proportion to work not yet done if you cancel after the review has started.
- No refund after a completed report solely because you disagree with the opinion, but you get one round of clarification questions at no extra cost within 7 days.
- Refunds go back to the original payment method within at most 14 working days of approval; bank processing times may vary.
- Detailed rules for each service are shown before payment and never fall below your rights under Saudi consumer protection and e-commerce law.
10. Reviews and content
You may review your experience honestly. Do not post health information about others, or abusive, misleading, promotional, paid or fake reviews. We moderate reviews under a published policy and do not remove a review just because it is negative. By sending suggestions you allow us to use them without obligation to pay.
11. Prohibited use
- Impersonating others or submitting false information or documents.
- Unauthorised access, unpermitted vulnerability testing, disrupting the platform or spreading malware. For responsible disclosure see the trust center.
- Scraping, reverse engineering or commercial use of the services without permission.
- Abusing doctors, staff or other beneficiaries, or seeking prescriptions or reports for unlawful purposes.
- Any use contrary to Saudi law, including the Anti-Cyber Crime Law.
12. Complaints
Email support@healtrip.co or WhatsApp +966 55 667 6734. We acknowledge complaints within one working day and usually respond with a reasoned decision within 7 working days. You always keep your right to complain to the competent authorities, such as the Ministry of Health (937) and the Council of Health Insurance for insurance matters.
13. Liability
- Each doctor and facility is responsible for their professional practice under health regulations.
- HealTrip is responsible for its obligations under this agreement. It is not liable for indirect losses, for harm caused by inaccurate information supplied by the beneficiary, or for interruptions beyond its reasonable control (force majeure).
- Nothing here limits liability that cannot legally be limited, or your rights under consumer protection law.
14. Suspension and closure
You may close your account and request deletion of your data at any time, subject to legal retention periods for medical records. HealTrip may suspend an account for a material breach of this agreement or the law, telling you why unless the law or an official investigation prevents it, and without affecting your right to a copy of your record.
15. Law and disputes
This agreement is governed by the laws of the Kingdom of Saudi Arabia. We first try to resolve any dispute amicably within 30 days of being notified; failing that, the competent courts in Saudi Arabia have jurisdiction.
16. Changes and language
We notify you of material changes at least 30 days before they take effect, by email or in the app, and you may reject them and close your account. If any clause is unenforceable, the rest remains in force, and a delay in exercising a right is not a waiver. This agreement is issued in Arabic and English; the Arabic text prevails in case of conflict.
See also: Website terms of use · Doctor and provider agreement · Trust center