These Terms and Conditions ("Terms") govern your access to and use of Dokotela AI, including our website, AI symptom chat, appointment scheduling, and video consultation services (the "Service"). By creating an account or using the Service, you agree to these Terms.
1. About the Service
- Dokotela AI allows you to describe your symptoms to an AI assistant, receive general guidance, and, where appropriate, schedule a paid video consultation with a licensed doctor.
- The AI assistant does not provide a medical diagnosis and is not a substitute for professional medical advice. Always seek the advice of a qualified healthcare provider for any medical concern, and call your local emergency number in the event of an emergency.
2. Accounts
- You must provide accurate information when creating an account and keep your login details secure. You are responsible for all activity that occurs under your account.
- Doctor accounts are created and verified by Dokotela AI and are subject to additional professional conduct requirements.
3. Appointments and Payments
- Consultations are scheduled for a specific date and time. Payment is required to confirm a booking, and pricing is shown to you before checkout.
4. Cancellations and Refunds
- If we fail to deliver your consultation. If your scheduled consultation does not take place for any reason within our control — including doctor unavailability, a technical failure of our platform, or a booking error — you will receive a full refund, processed back to your original payment method within 5 business days.
- If you need to cancel. You may cancel your booking at any time. Cancellations made more than 24 hours before your scheduled consultation receive a full refund. Cancellations made within 24 hours of your scheduled consultation may incur a cancellation fee of 10%, to cover the doctor's reserved time. If your cancellation is due to your own death or hospitalisation, no cancellation fee applies and you will receive a full refund.
- If you don't attend (no-show). If you do not join your consultation at the scheduled time without cancelling in advance, no refund will be issued.
- Partial or interrupted consultations. If your consultation is cut short due to a technical issue, we will offer a full or partial refund, or a free rescheduled consultation, at our discretion.
5. Acceptable Use
- You agree not to misuse the Service, including attempting to disrupt it, submit false information, or use it for anything unlawful.
- Video consultations must be treated respectfully by both patients and doctors, in the same way as an in-person medical appointment.
6. Changes to These Terms
- We may update these Terms from time to time. Continued use of the Service after changes are posted means you accept the updated Terms.
7. Contact Us
- Questions about these Terms can be sent to us via our Contact page.