Terms & Conditions

These Terms and Conditions (the “Terms”, “Agreement”, or “T&Cs”) form a legally binding contract between you and ilaaj.app (the registered business operating under the brand name “vcure”, hereinafter referred to as “vcure”, “we”, “us” or “our”), a business duly established and operating under the laws of the Islamic Republic of Pakistan with its registered office in Lahore, Punjab.

vcure operates a digital healthcare technology platform (the “Platform”) that primarily offers (i) a cloud-based Clinic Management Software (CMS) on a subscription basis to medical practitioners, clinics, hospitals and allied healthcare providers; (ii) a public Doctor Directory and Listing service displayed on the vcure website; and (iii) Online Consultation (telehealth) bookings connecting patients with listed doctors.

By creating an account, subscribing to the CMS, listing yourself as a doctor, booking an appointment, or in any way accessing or using the Platform, you (“you”, “User”) confirm that you have read, understood and irrevocably accepted these Terms, the Privacy Policy, the Refund & Cancellation Policy (each a separate document forming an integral part of this Agreement), and any other policies referenced herein. If you do not agree, you must immediately stop using the Platform.

Legal Capacity. You represent that you are at least eighteen (18) years of age (or, in the case of a clinic/hospital, a duly authorised representative of such entity) and have full legal capacity to enter into this Agreement under the Contract Act, 1872.

Amendments. vcure may revise these Terms at any time at its sole discretion. Material changes will be notified via email or in-app notice. Continued use of the Platform after publication of revised Terms constitutes acceptance.

These Terms apply to three categories of Users. Where a clause applies only to a particular category it is marked accordingly. Where unmarked, the clause applies to all categories.

• “CMS” or “Software” — the Clinic Management Software offered by vcure on a subscription basis, including all features, modules, updates and associated documentation.
• “Subscription” — a paid right to use the CMS for a defined period (typically monthly or annually) granted to a Doctor or Clinic.
• “Consultation” — an online interaction between a Patient and a Doctor booked and conducted through the Platform.
• “Appointment Date” — the calendar date on which a booked Consultation is scheduled to occur.
• “Order” — any paid transaction on the Platform, whether a Consultation booking or a Subscription payment.
• “Payment Processor” — any payment service provider, payment gateway, payment system operator, or bank that is duly licensed or authorised by the State Bank of Pakistan and engaged by vcure from time to time to process payments on the Platform.
• “Working Day” — any day other than a Saturday, Sunday, or public/bank holiday in Pakistan.
• “Force Majeure” — any event beyond a party’s reasonable control, including acts of God, war, terrorism, pandemics, government action, internet or telecom outages, payment-gateway failures, civil unrest, strikes, fires and natural disasters.

To access most features of the Platform, you must register an account by providing accurate, current and complete information. Doctors and Clinics must additionally upload supporting documentation including, where applicable, PMDC registration, CNIC, qualification certificates, clinic registration documents, and tax registration. You agree that:

• All information you provide is true, accurate and complete, and you will keep it updated at all times;
• You are solely responsible for safeguarding your login credentials and for all activities conducted under your account;
• You will not share, sell, transfer or sub-license your account, nor allow any unauthorised person to access it;
• You will immediately notify vcure of any actual or suspected unauthorised access or security breach.

vcure reserves the right, in its sole discretion, to verify any information provided, request additional documentation, refuse registration, or suspend or terminate any account that is found or reasonably suspected to be in breach of these Terms, applicable law, or to pose a risk to vcure, other Users or third parties.

Doctor Verification (KYC). Doctors must complete vcure’s verification process before becoming publicly listed or receiving Consultations. vcure may, but is not obliged to, independently verify credentials with PMDC or other regulators. Listing on vcure does not constitute an endorsement of any particular Doctor’s clinical competence.

All payments on the Platform — including Consultation fees and CMS Subscription fees — are processed through one or more payment service providers, payment gateways and banks that are duly licensed or authorised by the State Bank of Pakistan and engaged by vcure from time to time (each a “Payment Processor”). Accepted payment channels may include debit and credit cards, mobile wallets, bank transfers and other instruments as displayed on the Platform at checkout. All payment processing is conducted in accordance with the regulations and directives of the State Bank of Pakistan and the rules of the applicable card schemes (Visa, Mastercard, UnionPay and others).

By submitting payment information, you represent and warrant that:

• You are the lawful holder of, or duly authorised to use, the payment instrument;
• The funds are derived from legitimate sources and are not connected to money-laundering, terrorist financing, or any unlawful activity (Anti-Money Laundering Act, 2010);
• You authorise vcure and the applicable Payment Processor to charge the full Order amount, including taxes and any recurring Subscription charges, to the said instrument;
• For Subscriptions, you authorise recurring charges until you cancel in accordance with the Refund & Cancellation Policy.

Card Security. vcure does not store full card numbers, CVV codes or PINs on its servers. All such sensitive data is collected and processed by the applicable Payment Processor and the relevant card scheme in accordance with PCI-DSS standards.

Failed / Reversed Transactions. If any payment is declined, reversed or charged back, vcure reserves the right to suspend the related Order, Subscription, listing or account until the matter is resolved.

Disputes & Chargebacks. If you believe a transaction is incorrect or unauthorised, you must contact vcure support in writing within seven (7) Working Days of the transaction so we may investigate and, where appropriate, coordinate with the applicable Payment Processor and your issuing bank. Initiating a chargeback without first attempting good-faith resolution with vcure may, at vcure’s discretion, result in suspension of the account.

All matters relating to cancellation of Consultation bookings, cancellation of CMS Subscriptions, refund eligibility, refund timelines, refund modes, non-refundable items, no-show treatment, and grievance redressal in connection with refunds are governed by vcure’s Refund & Cancellation Policy, which is a separate document published on the Platform and forms an integral part of these Terms. By using the Platform you confirm that you have read, understood and accepted the Refund & Cancellation Policy in full. In the event of any conflict between these Terms and the Refund & Cancellation Policy on any matter of refund or cancellation, the Refund & Cancellation Policy shall prevail.

All content, code, designs, trademarks, service marks, names, logos, and other intellectual property on or comprising the Platform — including the “vcure” and “ilaaj.app” names and marks, the CMS source code, the user interface, page layouts, graphics, photographs, illustrations, and any documentation — are the exclusive property of ilaaj.app and/or its licensors and are protected under the Trade Marks Ordinance, 2001, the Copyright Ordinance, 1962, and all applicable laws and international treaties.

Subject to your compliance with these Terms, you are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform strictly for the purposes contemplated under these Terms. You shall not, without our prior written consent, copy, modify, distribute, sell, lease, reverse-engineer, scrape, or create derivative works of any part of the Platform, nor use any automated tool, bot, or crawler to access it.

Content uploaded by Users (such as Doctor profile information, clinical records entered into the CMS, and Patient information) remains the property of the uploading User. By uploading such content, the User grants vcure a worldwide, royalty-free, non-exclusive licence to host, store, transmit, display, back up, and otherwise process such content solely to operate and improve the Platform and to comply with applicable law.

You agree NOT to use the Platform to:

• Violate any applicable law, regulation, PMDC ethics code, or these Terms;
• Post or transmit content that is unlawful, defamatory, obscene, fraudulent, discriminatory, hateful, or that infringes any third-party right;
• Impersonate any person, misrepresent your qualifications or credentials, or use false CNIC, PMDC number, or payment details;
• Use stolen, expired, or unauthorised payment instruments;
• Engage in money laundering, terrorist financing, or any activity violating the Anti-Money Laundering Act, 2010;
• Attempt unauthorised access to any part of the Platform, other Users’ accounts, or any connected system;
• Introduce any virus, trojan, worm, logic bomb, or other malicious code;
• Solicit Patients off-platform after they have been introduced to a Doctor through vcure, or otherwise circumvent vcure’s commission/fee structure;
• Use the CMS or any data accessed through it for any unlawful, marketing, or non-clinical commercial purpose not authorised by the data subject.

Breach of this Clause may result in immediate suspension or termination of the account, cancellation of pending Orders and Subscriptions (without refund), forfeiture of pending payouts, and where applicable, reporting to the FIA, PMDC, FBR or other competent authorities.

The collection, storage, processing and disclosure of your personal information is governed by vcure’s Privacy Policy, which is a separate document published on the Platform and forms an integral part of these Terms. By using the Platform you consent to such processing in accordance with the Privacy Policy, the Prevention of Electronic Crimes Act, 2016, and any data-protection law in force in Pakistan from time to time (including the Personal Data Protection Bill, when enacted).

vcure shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from a Force Majeure event. During the subsistence of such event, the affected obligations shall be suspended. If the event continues for more than thirty (30) days, either party may terminate the affected Subscription or booking by written notice, in which case vcure shall refund any amount paid in respect of services not yet rendered, in accordance with the Refund & Cancellation Policy.

The Platform integrates with, and links to, third-party services including payment service providers and gateways, hosting and cloud-infrastructure providers, communication providers, courier and lab partners (where applicable), and social-media platforms. Such third parties operate under their own terms and privacy policies. vcure does not endorse and is not responsible for the conduct, content, accuracy, or practices of any such third party. Your interactions with them are at your own risk.

vcure may, at its sole discretion and without prior notice, suspend, restrict, or terminate your access to the Platform, in whole or in part, for any breach (suspected or actual) of these Terms, fraudulent activity, non-payment, regulatory order, risk to patient safety, conduct damaging to vcure’s reputation, or as required by law or any competent authority.

Termination shall not affect any rights or obligations accrued prior to termination. Clauses that by their nature should survive termination — including IP, indemnity, limitation of liability, governing law and jurisdiction, confidentiality, and refund eligibility — shall continue in full force and effect.

vcure operates a complaints procedure for both Patients and Doctors/Clinics. Complaints may be submitted in writing to support@vcure.app and will be acknowledged within three (3) Working Days. vcure will endeavour to resolve complaints within fifteen (15) Working Days of acknowledgement. Complaints regarding clinical conduct of a Doctor may, in addition, be escalated by the complainant to the PMDC. Payment-related complaints may also be escalated to the relevant Payment Processor and issuing bank in accordance with the State Bank of Pakistan’s complaint-handling regime.

• Entire Agreement. These Terms, together with the Privacy Policy, the Refund & Cancellation Policy and any other policies referenced on the Platform, constitute the entire agreement between you and vcure and supersede all prior agreements, understandings or representations.
• Severability. If any provision is held invalid, illegal, or unenforceable by a court of competent jurisdiction, it shall be deemed modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force.
• No Waiver. No failure or delay by vcure in exercising any right shall operate as a waiver.
• Assignment. You may not assign or transfer any of your rights or obligations without our prior written consent. vcure may assign or transfer its rights and obligations to any affiliate or successor without your consent.
• Independent Contractors. Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between vcure and any User.
• Notices. Notices to vcure must be in writing to support@vcure.app, with a copy delivered to the registered office address. Notices to Users may be sent to the email or mobile number in their account.
• Language. These Terms are drafted in English. In the event of any translation, the English version shall prevail.
• Headings. Headings are for convenience only and do not affect interpretation.

For queries, complaints, or notices relating to these Terms, contact ilaaj.app (Brand: vcure) — Customer Support Email: support@vcure.app, Helpline: 0324-8118058, Registered Address: 352M, Model Town M Block, Lahore, Pakistan.