Terms of Use

PART A — Patients & individuals

General Terms of Use and Sale

Individuals — Patients & users of the application · Working version 0.1 — 22 July 2026

Title I — General Terms of Use (the application)

Article 1 — Definitions

• HMD / the Platform / the Application: the "Hey My Doctor" services intended for individuals, published by Healicore Softwares FZCO.
• Publisher: Healicore Softwares FZCO.
• User / Patient / you: any natural person using the Application on their own behalf or on behalf of a person for whom they are the legal representative.
• Practitioner: an authorized health professional using HMD Pro, with whom you establish a care relationship.
• Emergency service: an emergency entity verified by HMD (first responder, medical dispatch center).
• Account: the personal space created upon registration.
• Digital content / service: the features provided electronically, in particular the Premium subscription.
• Premium subscription: the paid offering giving access to advanced features, subscribed via the in-app purchase of your store.

Article 2 — Purpose and acceptance

These terms govern access to and use of the Application by individuals. Title I concerns use (Terms of Use); Title II concerns paid services (Terms of Sale). Creating an account and using the Application constitute acceptance. The terms applicable to professionals and governments are the subject of separate documents.

Article 3 — Publisher and hosting

Publisher: Healicore Softwares FZCO (77995).

Building A1, Dubai Digital Park

Dubai Silicon Oasis, Dubai, UAE

Your health data is hosted on an infrastructure compliant with the requirements applicable in the relevant jurisdiction (HDS / GDPR / HIPAA / ISO 27001…).

Article 4 — Nature of the service and role of HMD

HMD is a technical tool that helps you manage your health and your relationship with your caregivers. HMD does not carry out any care activity, provides no medical advice or diagnosis, and is not a party to the care relationship. The artificial intelligence features (summaries, preliminary analyses) are indicative aids that do not replace the opinion of a professional.

The Application is not an emergency call service. In an emergency, immediately call the local emergency number (112 in the European Union, 999, 911, 998… depending on the country). The "I Need Help" feature facilitates this call but does not replace it and depends on your phone's network coverage.

Article 5 — Account, age and legal representation

You must be of legal age and legally capable to create an account for yourself. A minor or a protected person is managed through the account of their legal representative. The co-management of a child may be shared with a second manager, up to a limit of two managers per child. You are responsible for the accuracy of the information and the confidentiality of your credentials.

Article 6 — Compliant use

You undertake to use the Application in accordance with its purpose and the law, to provide accurate information, not to impersonate a third party, not to compromise the security of the Platform, and not to upload unlawful content to it. HMD may suspend an account in the event of a breach.

Article 7 — Your health data and your privacy

Your health data is encrypted and processed to provide you with the service. No advertising, no resale of your data. You have the rights of access, rectification, erasure, portability and objection, exercisable from the Application or with the DPO. The complete privacy policy details the processing operations.

Article 8 — Control of your access (caregivers & emergency)

You control who accesses your record. Booking an appointment authorizes the practitioner concerned; you may revoke this access at any time. You set your consent for emergency services (none / vital summary / full record); a remote medical dispatch center can only access it after your acceptance on your phone. All access is logged and you are notified. You retain a right of access to the full intervention report of an emergency service, upon a reasoned request.

Article 9 — Intellectual property

The Platform, its trademarks and its content are protected. A personal, non-exclusive and non-transferable license of use is granted to you for the duration of use. Your health data and documents remain yours.

Article 10 — Availability and liability

HMD endeavors to ensure the availability of the Application without guaranteeing the absence of interruption (maintenance, incident, force majeure). Within the limits permitted by law, HMD's liability is limited to direct and foreseeable damages. Nothing in these terms excludes a liability that cannot legally be excluded (in particular in matters of consumer protection or personal injury).

Article 11 — Account deletion and termination

You may delete your account at any time, from the Application (My account › Delete my account) or on the dedicated web page. Certain medical record data may be retained for the period required by law, then deleted. Deleting the account is distinct from terminating the subscription (see Title II).

Article 12 — Modification of the terms

HMD may modify these terms (changes to the service or to the law). Substantial modifications are notified to you; continued use after entry into force constitutes acceptance, subject to your consumer rights.

Article 13 — Applicable law and disputes

Law of the United Arab Emirates (registered office of the Publisher), without prejudice to the mandatory consumer protection rules of your country of habitual residence, which remain available to you.

Title II — General Terms of Sale (paid services)

Article 14 — Paid services and pre-contractual information

Two services may be paid: (i) the Premium subscription and (ii) video consultation (teleconsultation). Whether each feature is free or paid, the price, the essential characteristics and the payment terms are indicated to you clearly before any purchase. The details of the features included in Premium are presented in the Application.

Article 15 — Premium subscription (store in-app purchase)

The Premium subscription is subscribed to and billed via the in-app purchase of your app store (Apple App Store / Google Play). As such:

• billing, automatic renewal and re-subscription are operated by the store under its own terms;
• you manage and cancel the subscription directly in the subscription settings of your store; cancellation takes effect at the end of the current period;
• HMD does not collect the subscription on your behalf and does not have access to your means of payment held by the store;
• requests for a refund of a subscription fall under the store's policy.

Article 16 — Video consultation (teleconsultation)

The video consultation is a service rendered by the practitioner, paid for before the consultation via Stripe; the payment is made directly to the practitioner. HMD is not a party to the payment, does not collect it and takes no commission. Any dispute, invoice or refund of a video consultation falls under the practitioner. In-person and home consultations are settled outside the Application.

Article 17 — Right of withdrawal (consumer)

As a consumer, you benefit from a legal right of withdrawal (for example 14 days in the European Union) for the purchase of digital content or a digital service such as the Premium subscription.

Article 18 — Absence of medical or financial advice

The paid services give access to features and to introductions; they constitute neither medical advice, nor an act of care on the part of HMD, nor financial or insurance advice.

Article 19 — Complaints, support and mediation

Support is provided primarily by the integrated help assistant; a complaint may be addressed to HMD via the Help & support screen. Depending on your country, you may resort to a consumer ombudsman or to an online dispute resolution platform.

Acceptance

By checking the acceptance box or by using the Application, you acknowledge having read, understood and accepted these Terms (Title I and Title II). For any purchase, your consent is specifically obtained before payment.

PART B — Practitioners & Emergency services

General Terms of Use

Professionals — Practitioners & Emergency services · Working version 0.1 — 22 July 2026

Title I — Provisions common to all professional users

Article 1 — Definitions

• HMD / the Platform: the "Hey My Doctor" services, published by Healicore Softwares FZCO.
• Publisher: Healicore Softwares FZCO.
• Professional user: a Practitioner or an Emergency service holding a professional account.
• Practitioner: an authorized health professional using HMD Pro.
• Emergency service: an emergency entity (field first responder, medical dispatch center) whose account is verified by HMD, using HMD Emergency.
• Patient: a person holding a health record, and their legal representatives.
• Care relationship: the direct Practitioner↔Patient relationship, to which HMD is not a party.

Article 2 — Purpose and acceptance

These Terms of Use govern access to and use of the Platform by Professional users. Title I applies to all; Title II to Practitioners; Title III to Emergency services. Creating an account and using the Platform constitute acceptance. The Patient terms and the government contract (B2G) are the subject of separate documents.

Article 3 — Publisher and hosting

Publisher: Healicore Softwares FZCO (77995).

Building A1, Dubai Digital Park

Dubai Silicon Oasis, Dubai, UAE

Health data hosted on an infrastructure compliant with the requirements applicable in the relevant jurisdiction (HDS/GDPR/HIPAA/ISO 27001 or equivalents).

Article 4 — Nature of the service and role of HMD

HMD is a technical tool. HMD does not carry out any care activity, is neither a health professional/establishment, nor an intermediary of the care relationship, nor a payment institution. The AI features (clinical synthesis, intervention summary…) are aids "to be validated"; the Professional user remains solely responsible for their validation and for its decisions.

Article 5 — Account, eligibility and security

Access is reserved for eligible professionals. The User protects their credentials, uses the authentication offered (including MFA) and reports any anomaly. Staff act under the responsibility of the account holder; each action is logged under the identity of its author (tamper-proof audit log).

Article 6 — Personal and health data

6.1 Roles

Unless a mandatory provision requires otherwise, the Practitioner is the data controller and HMD the processor / technical host.

6.2 Security and traceability

Encryption in transit and at rest, access compartmentalization, audit log, minimization of exposed data.

6.3 Rights and transfers

Facilitated exercise of patients' rights (access, rectification, erasure, portability, objection). Transfers subject to safeguards. Mutual assistance in the event of a data breach.

Article 7 — Intellectual property

The Platform and its components remain the property of the Publisher (personal, non-transferable right of use). The User's content and Patients' data remain the property of their rightful owners; the User grants the Publisher the rights necessary for hosting and processing for the sole purposes of the Platform.

Article 8 — Availability, maintenance and updates

Best-efforts obligation; possible interruptions for maintenance or security; changes to the features.

Article 9 — Warranties and limitation of liability

Within the limits of the law, the Platform is provided "as is". The Publisher's liability is excluded in respect of acts of care and indirect damages, and where applicable capped.

Article 10 — Force majeure

No party is liable for a breach resulting from a case of force majeure.

Article 11 — Term, suspension, termination and account deletion

Terminable at any time by each party. Suspension/termination possible in the event of a breach, a risk, or a failure of verification. The User may delete their account from the application, subject to the legal retention obligations (medical records, logs). Reversibility / portability implemented in a reasonable manner.

Article 12 — Modification of the Terms of Use

Modifiable (legal/functional changes); information on substantial changes; continued use constitutes acceptance.

Article 13 — Applicable law and dispute resolution

Governed by the law of the United Arab Emirates (registered office), without prejudice to the mandatory rules of the country of practice / intervention (health, data, professional status, consumer protection), which prevail where they so require. Amicable resolution takes priority, failing which the courts.

Article 14 — General provisions

• Partial invalidity, non-waiver, framed assignment;
• Entirety with the annexes (DPA, terms of the paid services, terms by jurisdiction);
• Language: the French version prevails.

Title II — Provisions specific to practitioners

Article 15 — Registration and verification of the practitioner

The Practitioner provides accurate information (identity, profession, jurisdiction, license). HMD implements a verification that does not replace the obligations toward the professional bodies/authorities. HMD may refuse, suspend or revoke a non-compliant account.

Article 16 — Ethical obligations

The Practitioner complies with the laws, regulations and ethical rules of their jurisdiction, obtains the consent of patients, accesses only authorized records, respects professional secrecy and does not circumvent security.

Article 17 — Exclusive medical liability

The care relationship is exclusively Practitioner↔Patient. The Practitioner is solely responsible for their acts, diagnoses, prescriptions and teleconsultations. HMD is not responsible for the consequences of an act of care.

Article 18 — Access to records

The Practitioner's access to a record is governed by the care relationship and the Patient's authorization, revocable at any time. Private notes are never visible to the patient. Each access is logged.

Article 19 — Payments

Free for the Practitioner (neither subscription nor commission). Teleconsultations paid via Stripe Connect in direct charges: the Practitioner connects their own account, the Patient pays them directly; HMD does not collect and takes no commission; Stripe fees are borne by the Practitioner; payment collected before the teleconsultation; in-person/home outside the platform.

Article 20 — HMD paid services (Terms of Sale)

Optional paid services (e.g. concierge migration on quotation). The assisted self-service import remains free. Financial terms agreed separately.

Title III — Provisions specific to emergency services

Article 21 — Emergency service accounts

HMD Emergency accounts are not self-service: the first responder requests access from the app with submission of supporting documents; the account remains pending until human validation by HMD against an institutional address. Only a verified account can read an emergency token or a record. A medical dispatch center additionally has team management and remote access.

Article 22 — Purpose of emergency access

Access to a Patient's data by an Emergency service pursues exclusively the safeguarding of life and health. It is distinct from the Practitioner's professional access and strictly limited to that purpose.

Article 23 — Access methods

Three methods, depending on the consent set by the Patient at onboarding (none / vital summary / full record):

• Vital summary (Level 1): reading of the emergency token presented by the Patient's phone/card (tap/scan), by a verified first responder — instant, logged identification.
• Break-glass (Level 2): exceptional access to the full record, subject to justification, time-bounded, logged and notified to the Patient.
• Remote medical dispatch: a verified center requests access; an authorization is sent to the Patient's phone, which the Patient accepts (summary or full record). If the Patient is unreachable, a fallback to break-glass is possible, within the limits of the consent.

Article 24 — Traceability, proportionality and sanctions

All access is logged, timestamped and attributed. Access must be proportionate to the emergency. Any abusive or misappropriated use results in the revocation of the account and possible sanctions, without prejudice to prosecution.

Article 25 — Intervention and medico-legal record

The Emergency service may create an intervention record (observations, codes, photos). Certain elements are restricted (not visible to the Patient) while remaining accessible to the services and to oversight. Once sealed, the record is immutable (medico-legal value). Sealing deposits in the Patient's record a patient-safe trace (summary, without the restricted elements).

Article 26 — Patient's right of access to the full report

The Patient retains a right of access to the full intervention report (insurance, medico-legal procedure, personal use). They exercise it through a reasoned request, subject to a controlled release by the service or by HMD's medico-legal/DPO function, logged, with possible transmission to a third party (insurer, lawyer) upon consent. It is not an automatic unlocking, as certain elements may have been restricted for the protection of the Patient.

Acceptance

By checking the acceptance box or by using the Platform, the Professional user acknowledges having read, understood and accepted these Terms of Use (Title I, and Title II or III depending on their capacity).