Evercare Terms and Conditions

Last Updated: September 2025

1. Introduction

These Terms and Conditions (“Terms”) are a legal agreement between you, as a Customer of any of our Services (“Customer,” “Patient,” “you,” or “your”) and Evercare Medical Company – Limited Liability Company, registered in the Kingdom of Saudi Arabia (“KSA”) under the commercial registration number 1010953585 and licensed as a private health institution under license No. 1400056471 to provide medical services, its principal office in Riyadh City (“Evercare,” “we,” “us” or “our”). These Terms govern your use of our Services and any Transactions conducted through us, including the purchase or delivery of Products. By accessing, using, or engaging in any Transaction with us, you agree to comply with and be bound by these Terms. You further acknowledge that you have read and understood our Privacy Notice (the “Privacy Notice”) and any other Applicable Policies that we may adopt from time to time. If you do not agree to these Terms, you must refrain from using our Services or engaging in any Transactions with us.

BY CHECKING THE ACCEPTANCE BOX, OR USING OUR SERVICES, YOU CONFIRM THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS. YOU FURTHER REPRESENT AND WARRANT THAT YOU HAVE THE FULL LEGAL CAPACITY AND AUTHORITY TO ENTER INTO THIS BINDING AGREEMENT, WHICH CREATES ENFORCEABLE OBLIGATIONS ON YOU. IF YOU DO NOT HAVE SUCH AUTHORITY, OR DO NOT AGREE TO THESE TERMS, YOU MUST NOT CHECK THE ACCEPTANCE BOX OR PROCEED WITH THE USE OF THE SERVICES.

2. Definitions and Interpretation

For the purposes of these Terms, the following terms shall have the meanings set forth below, unless the context otherwise requires:

Informed Consent: Means the documented process, in accordance with the guidelines of the Saudi Ministry of Health and medical practice standards, by which the Patient or their legal guardian is provided with comprehensive information regarding the proposed treatment or medical procedure, including its risks, benefits, available alternatives, and expected outcomes, enabling them to make an informed decision to either accept or refuse the treatment. Such consent must be obtained in writing for all procedures required under applicable regulations.
Privacy Notice: Means the Company’s privacy notice as published on its official channels and updated from time to time, describing how the Company collects, uses, stores, and protects personal and health information.
Package (or Package Subscription): Means a prepaid bundle of Services offered by the Company for a defined duration or number of sessions or appointments, which may be purchased at standard rates or under promotional offers.
Purchase Date (Transactions Date): Means the date on which full payment for the relevant Transaction is received and confirmed by the Company. For clarity, this shall be the date of successful payment processing, regardless of when the appointment is scheduled.
Appointment Date: Means the specific date and time on which the Customer is scheduled to receive a Service, whether as a Single Appointment or as part of a Package Subscription, as confirmed through the Evercare’s official booking channels. The Appointment Date may coincide with, or occur after, the Purchase Date.
Package Commencement Date: Means the confirmed Appointment Date of the first Service provided under a Package Subscription.
Services: Means the healthcare and related services provided by the Company, whether at the Center, at the Customer’s location, or through other approved means, and which may be delivered as a single appointment or as part of a Package Subscription.
Medical Records: Means all documentation, reports, test results, treatment plans, and other health information created or maintained by the Company in connection with the provision of Services, to the extent such records are directly associated with the Customer’s identity, whether in physical or electronic format.
Applicable Policies: Means any policies, terms and conditions, guidelines, or rules adopted by the Company that govern any aspect of the Company’s Services or Transactions. Applicable Policies may be established, amended, replaced, or discontinued by the Company at its sole discretion, and may be updated from time to time without prior notice.
Terms or Terms and Conditions: Means these Terms and Conditions, in their most recent version as amended, updated, or replaced from time to time at the sole discretion of the Company, which govern the Customer’s relationship with the Company.
Month: Means the twelve months of the Gregorian calendar, from January to December.
Emergency: Means any sudden or unforeseen medical condition or situation which, according to generally accepted medical practice, requires immediate medical attention to prevent serious harm to the Customer’s health or life.
Treatment: Means any medical procedure, therapy, intervention, or healthcare service provided by the Company to address a Patient’s medical condition or health needs, in accordance with applicable medical practice and professional standards.
Consumer (or Patient, or Customer, or “you”/“your”): Refers to any individual with legal capacity who uses the Company’s healthcare Services or Products, books medical appointments, purchases or receives Products, or otherwise engages with the Company, including patients receiving medical consultations, treatments, or Packages, individuals purchasing or receiving medications or other Products administered during healthcare services, legal guardians or authorized representatives acting on behalf of minors or incapacitated persons, and any person who creates an account, accesses the Company’s platforms, or utilizes any of the Company’s healthcare Services or Products.
Withdrawal Period: Means a period of fourteen (14) calendar days commencing from the date of purchase of a Package (excluding the day of purchase), during which the Customer has the right to cancel the Package Subscription for any reason, including non-acceptance of these Terms, provided that cancellation occurs before the Package Commencement Date. The Withdrawal Period applies exclusively to Package Subscriptions and shall automatically lapse once any part of the Service has been delivered. Payments related to Single Appointments are non-refundable at the Customer’s request in all cases, unless otherwise required by law.
Evercare Channels: Means all authorized communication platforms, channels, and methods operated, endorsed, or officially designated by the Company for customer interaction, service delivery, and business transactions, including but not limited to: websites, mobile applications, patient portals, call centers, email systems, SMS/text messaging services, social media accounts, physical locations, telehealth platforms, booking systems, customer service hotlines, and any other digital or physical communication channels. The Company retains sole discretion to determine, expand, modify, or discontinue the scope of Evercare Channels at any time, including the right to add or remove any means of communication, booking, or service delivery without prior notice.
Center: Means the Company’s licensed medical facility(s) in the Kingdom of Saudi Arabia, including its principal office and any approved locations from which Services are provided.
Transaction (Purchase): Means the process of requesting, purchasing, or otherwise acquiring any Service or Product from the Company, whether by payment in full, partial payment, or any other method accepted by the Company as consideration, and includes all activities related to booking, confirmation, and delivery.
Products: Products means any medications, dietary supplements, vitamins, medical devices, or other healthcare-related goods provided or administered by the Company during the Service. Such Products may be supplied directly by the Company or facilitated through an affiliated or third-party provider. Products include both medically prescribed items and supplements or vitamins requested by the Customer and administered by qualified healthcare professionals as part of the healthcare service delivery. All Products must comply with Saudi Food and Drug Authority regulations and applicable healthcare standards. The Company maintains the right to refuse providing any Product that, in its professional judgment, may be contraindicated or unsafe for the Customer.
Single Appointment: Means an individual healthcare consultation, therapy session, or medical service provided by the Company on a standalone basis, whether delivered in-person at the Company's facilities, at the Customer's location, or through approved telehealth platforms. Payments related to Single Appointments are non-refundable once the service has been delivered, and are also non-refundable within twenty-four hours prior to the scheduled appointment time, unless otherwise required by Saudi health regulations or applicable law.

3. General Provisions

These Terms constitute the entire agreement between you and the Company regarding the subject matter herein and supersede all prior or contemporaneous written or verbal understandings, commitments, or representations, unless expressly modified by a written agreement signed by an authorized representative of the Company.

References to the singular include the plural and vice versa; references to one gender include all genders unless expressly stated otherwise.
Services and Products are provided solely to the Customer named in the Transaction and may not be transferred or assigned to another person without the Company’s prior written consent, except where legally permitted under Saudi healthcare regulations, including but not limited to services provided to minors, dependents, or other family members under the Customer’s legal guardianship.
Any service-specific documents issued after the effective date of these Terms (including but not limited to consent forms, treatment plans, or package descriptions) shall be read together with these Terms. In case of any discrepancy between such documents and these Terms, both shall apply to the extent possible; however, healthcare-specific obligations required under applicable laws and regulations shall prevail.

4. Scope and Limitations of Services

The Company provides Services strictly within its licensed scope of practice and in compliance with the laws and regulations of the Kingdom of Saudi Arabia, including but not limited to the Private Health Institutions Law, its Implementing Regulations, and the regulations of the Saudi Commission for Health Specialties. Services may be delivered at the Center, at the Customer’s location, through telemedicine, or by other Ministry of Health–approved means, and may consist of a single appointment or be offered as part of a Package Subscription.

The Company may also provide or arrange for the provision of healthcare-related Products to be administered during the Service, based on the Customer’s express or implied request. Such Products may be supplied directly by the Company or through an affiliated or third-party provider.
The Company does not provide emergency medical services, services that require specialized facilities not operated by the Company, or services outside the Company’s licensed specialties. If you require any of these services, you should consider seeking care from another provider.
The Company may, from time to time, expand, modify, suspend, or discontinue specific Services (including the introduction of new service categories or delivery methods), subject to applicable regulatory requirements and existing Patient commitments.

5. Booking Appointments

All bookings and Transactions must be made exclusively through authorized Evercare Channels as specified by the Company from time to time. Customers are expected to act in good faith, provide accurate and complete information, and treat the booking process with the seriousness appropriate to healthcare services. If a Customer is unable or unwilling to attend a scheduled appointment, they must inform the Company at the earliest reasonable opportunity to allow for proper rescheduling and continuity of care.

The Company reserves the right to decline or cancel bookings that appear fraudulent, inappropriate, or made in violation of these Terms.
Appointments may be rescheduled up to twenty-four (24) hours in advance without additional charges. Rescheduling requests made less than twenty-four (24) hours before the Appointment Date may be treated as cancellations and may result in forfeiture of fees paid or additional charges as per the Company's cancellation policy, subject to applicable Saudi laws and regulations. The Company may, at its sole discretion, waive cancellation fees in cases of documented medical emergencies or other extraordinary circumstances.

6. Attendance Responsibilities

Arriving late or not being ready to receive the medical team for more than fifteen (15) minutes after the scheduled appointment date and time may result in a shortened service duration. Being late for twenty (20) minutes or more constitutes a “no-show” and may result in cancellation of the appointment without any right to a refund or compensation with another appointment, subject to the Company's discretion regarding exceptional circumstances.
Failure to attend a confirmed appointment or refusal of the patient without prior notice will be considered a “no-show” and will result in forfeiture of any fees paid for that appointment or compensation with another appointment.
Certain Services may require the Customer to follow specific pre-appointment or post-appointment instructions, including but not limited to fasting requirements, medication schedules, or preparation protocols. These instructions will be communicated to the Customer in advance through authorized Evercare Channels. Failure to comply with such instructions may result in the cancellation or rescheduling of the Service, and the Customer may be liable for any applicable fees. The Company shall not be liable for any adverse outcomes resulting from the Customer's failure to follow these instructions.

7. Patient Safety and Emergency Procedures

All healthcare professionals providing Services are licensed practitioners in compliance with the requirements of the Ministry of Health and applicable professional standards.

In the event of any emergency, Customers must immediately call the national emergency number (911 or 997 in the Kingdom of Saudi Arabia) or proceed to the nearest hospital.
If a medical emergency occurs while Services are being delivered, the Company’s healthcare professionals will act with reasonable care to provide immediate assistance within the limits of their professional capacity and will, where necessary, arrange for emergency medical services or hospital transfer. The Company does not provide emergency or urgent care and is not a substitute for emergency medical facilities. The Company maintains emergency response protocols and all healthcare professionals are trained in basic life support and emergency procedures in accordance with Ministry of Health requirements.

8. Medical Consent and Patient Rights

By accepting these Terms and Conditions, you acknowledge and agree that the primary Services and Products offered by the Company are intended to enhance and support biological performance through the use of supplements, vitamins, and other approved medical substances administered by methods authorized by the Saudi Food and Drug Authority (SFDA) and other relevant regulatory bodies, including oral intake and injections. You consent to receiving such Services and Products as may be requested by you or prescribed by a licensed healthcare practitioner whom you choose yourself or provided by the Company and you acknowledge their professional medical opinion while maintaining your right to seek alternative medical consultation as guaranteed under Saudi healthcare laws.

Customers must provide Informed Consent prior to receiving any treatment, procedure, or medication for the first time. By accepting a specific treatment or Service, Customers provide ongoing consent for similar treatments in future appointments, unless expressly indicated otherwise.
Customers retain the right to refuse, modify, or discontinue any Service or Product at any time, or to seek a second opinion. Customers may also request additional information about any treatment before proceeding. Any refusal or modification of consent will be documented and shall not affect the Customer's access to other Services.
For Customers under 18 years of age, or those lacking legal capacity as defined under Saudi law, Informed Consent must be obtained from a legal guardian (wali) or other authorized representative in accordance with applicable Saudi healthcare regulations. Such ongoing consent applies to future similar treatments unless the guardian or representative indicates otherwise.
Customers are entitled to access their Medical Records in accordance with applicable law and may request copies or transfers upon written request and payment of reasonable administrative fees. The Company will retain Medical Records for the minimum period required by law and ensure their confidentiality and security in compliance with applicable data protection regulations.

9. Location of Service

Healthcare Services may be delivered through home visits, on-site consultations at Customer locations, telemedicine, or other mechanisms approved by the Ministry of Health. The availability of specific Services through each delivery channel may vary depending on medical requirements, regulatory constraints, and technical capabilities.

For telemedicine services, Customers must ensure they have adequate internet connectivity and appropriate devices as specified in the Company's technical requirements guide. The Company reserves the right to convert telemedicine appointments to in-person visits if deemed medically necessary or if technical limitations prevent effective service delivery.
When Services are provided at the Customer’s location, the Customer must ensure that the premises are safe, clean, and reasonably suitable for the delivery of healthcare services. This includes providing adequate space, lighting, and accessibility for healthcare professionals and their equipment, as well as ensuring the presence of appropriate family members or caregivers when required for certain treatments. The Customer shall also provide timely access and reasonable cooperation to the Company's healthcare practitioners and treat all practitioners with courtesy, dignity, and respect at all times and in accordance with Islamic ethics and general moral standards respected in Saudi society, without prejudice to legal obligations. The Company reserves the right to decline, cancel, or relocate any appointment if the location is deemed unsafe or inappropriate for healthcare service delivery.

10. Fees and Payments

The Company offers Services on a per-appointment basis and through Package Subscriptions. Each package or appointment fee covers the specific Services and, where applicable, Products expressly stated at the time of booking. Any additional Services or Products not included in the selected package or appointment will incur separate charges at the prevailing rates.
Any discounts or promotional rates offered at the time of booking or package subscription apply only to the specific appointment or initial package term purchased. Renewals or extensions will be charged at the standard prevailing rates unless expressly stated otherwise in writing by the Company.
The Company may update its prices or amend its Service packages (including inclusions, exclusions, or limitations) from time to time. Such changes will not affect confirmed appointments or active packages already paid for, except where required by law or regulatory changes.
By confirming a booking or purchasing a package, you authorize the Company to collect all applicable fees, taxes, and charges through any payment method accepted by the Company at the time of booking.
For single appointments, payment is due in full before or at the time of booking. For packages, payment for the entire package is due in full at the time of purchase unless otherwise agreed in writing.
All prices quoted for Services and Products are exclusive of Value Added Tax (VAT) unless expressly stated otherwise. VAT shall be applied in accordance with Tax Laws and regulation in the Kingdom of Saudi Arabia.
Payments become non-refundable once the Withdrawal Period (being 14 days from the date of purchase) has expired, or immediately if you waive the Withdrawal Period by accepting an Appointment Date within that period.
Fees for partially used packages are non-refundable, and the use of any part of a package shall be deemed equivalent to the use of the entire package.
Payments are considered received once credited in full to the Company’s designated bank account or other approved payment method.
Continued booking or use of the Company’s Services after any updates to prices, packages, or payment terms constitutes your acceptance of those changes.

11. Limitations of Liability

The Company provides its Services exclusively through licensed healthcare practitioners, in compliance with the laws and regulations of the Kingdom of Saudi Arabia and applicable professional standards. The Company maintains appropriate professional liability insurance coverage as required by Saudi healthcare regulations.
The Company exercises reasonable skill, care, and diligence in providing its Services but does not guarantee specific medical results, outcomes, or the absence of side effects.
The Customer reasonably understands and accepts that all medical and healthcare services inherently carry certain risks, including possible adverse reactions, side effects, or treatment-related complications, even when care is provided in accordance with professional standards. The Customer agrees to promptly inform the Company's healthcare practitioners of any pre-existing conditions, allergies, medications, or health changes that may affect treatment, and acknowledges that failure to disclose such information may increase health risks.
Any Products provided are sourced from suppliers approved by relevant Saudi healthcare authorities. The Company is not liable for adverse effects or outcomes resulting from: (a) the Customer’s undisclosed or incomplete medical history; (b) non-compliance with medical advice or treatment instructions; (c) the use of third-party products not supplied or approved by the Company; or (d) failure to report adverse reactions promptly as instructed by healthcare practitioners.
To the extent permitted by law, and except in cases of gross negligence, willful misconduct, or violation of applicable healthcare regulations, the Company’s total liability for any and all claims arising out of or in connection with this contract, whether in contract, tort, or otherwise, shall not exceed the total amount paid by the Customer under this contract for the specific Service or Product giving rise to the claim.

12. Communication and Notices

All communications between the Company and Customers must be conducted exclusively through authorized Evercare Channels (including the Company's official website, mobile application, secure patient portal, or registered contact methods) to ensure privacy protection and regulatory compliance. The Company is not responsible for communications through unauthorized channels.
Communications may be provided in Arabic or English at the Company's discretion, with Arabic prevailing in case of interpretation differences. Electronic communications are deemed received when sent to the Customer's registered contact information through authorized channels.
All communications are treated as confidential medical information in accordance with applicable healthcare privacy laws, the Company's Privacy Notice, and professional medical standards.
Customers shall maintain current contact information and regularly monitor authorized communication channels.
The Company shall endeavor to respond to non-urgent Customer communications within forty-eight (48) hours during business days, while urgent medical inquiries shall be addressed according to medical priority and applicable healthcare standards, excluding official holidays in the Kingdom of Saudi Arabia.

13. Dispute Resolution and Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia. Any dispute, controversy, or claim arising out of or relating to these Terms, the Services, Products, or any Transaction, including any question regarding their existence, validity, interpretation, performance, breach, or termination, shall be subject to the exclusive jurisdiction of the competent courts and administrative committees in Riyadh, Kingdom of Saudi Arabia.
The parties acknowledge that healthcare-related disputes may also be subject to the jurisdiction of specialized administrative committees established by the Ministry of Health, the Saudi Commission for Health Specialties, or other competent healthcare regulatory authorities, and agree to cooperate fully with any such proceedings.
Before initiating formal legal proceedings, the parties agree to attempt resolution through good faith negotiations for a period of thirty (30) days from the date written notice of the dispute is provided through authorized communication channels by the Company.

Terms and Conditions