Terms of Service

Welcome to LabTestUAE. These Terms of Service ("Terms") govern your access to and use of the website testuae.com, our mobile applications, and all related services (collectively, the "Services") operated by LabTestUAE ("we," "our," or "us"). Please read these Terms carefully before using our Services.

1. Acceptance of Terms

By creating an account, making a booking, or otherwise accessing or using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you must not access or use our Services. If you are using our Services on behalf of another person (such as a minor or dependent family member), you represent that you have the legal authority to bind that person to these Terms and accept responsibility on their behalf.

2. Service Description

LabTestUAE is a digital platform that facilitates medical laboratory testing services across the United Arab Emirates. Our Services include:

• Lab Test Booking: An online marketplace where you can browse, compare, and book medical laboratory tests from our network of accredited partner laboratories.
• Home Sample Collection: Scheduling of certified phlebotomists to collect blood, urine, or other biological samples at your home, office, or preferred location within our service areas.
• Online Results Delivery: Secure digital access to your lab test results and diagnostic reports through your account dashboard.
• Health Information: Educational content including health condition guides, blog articles, and an AI-powered health assistant widget for general health information.

We act as an intermediary between you and our partner laboratories. The actual laboratory testing is performed by licensed, accredited laboratories. We are not a laboratory, hospital, or medical provider, and we do not provide medical diagnoses or treatment.

3. Account Registration and Security

To use certain features of our Services, you must create an account. When registering, you agree to:

• Provide accurate, current, and complete information during the registration process
• Maintain and promptly update your account information to keep it accurate and current
• Maintain the security and confidentiality of your login credentials
• Accept responsibility for all activities that occur under your account
• Notify us immediately of any unauthorized use of your account or any other security breach

You must be at least 18 years of age to create an account. Accounts for minors must be created and managed by a parent or legal guardian. We reserve the right to suspend or terminate accounts that we reasonably believe contain inaccurate information or have been accessed without authorization.

4. Booking and Cancellation Policy

4.1 Booking Process

When you place a booking through our platform, you are entering into a binding agreement for the selected lab test services. All bookings are subject to availability and confirmation. We will send you a booking confirmation via email and/or SMS with the details of your appointment, including the date, time window, and any preparation instructions (such as fasting requirements).

4.2 Cancellation

You may cancel a confirmed booking free of charge up to 24 hours before the scheduled sample collection time. Cancellations made less than 24 hours before the appointment may be subject to a cancellation fee of up to 50% of the total booking amount. To cancel a booking, please contact our support team or use the cancellation feature in your account dashboard.

4.3 Rescheduling

You may reschedule a booking at no additional cost, provided the request is made at least 12 hours before the original appointment time. Rescheduling is subject to availability. Repeated rescheduling (more than two times for the same booking) may result in the booking being treated as a cancellation.

4.4 No-Shows

If you are unavailable at the agreed-upon location and time for sample collection, and the phlebotomist is unable to collect your sample after a reasonable waiting period (typically 15 minutes), the appointment will be recorded as a no-show. No-shows may be subject to the full booking fee, and a new booking will need to be placed for sample collection.

5. Pricing and Payment

5.1 Pricing

All prices displayed on our platform are in United Arab Emirates Dirhams (AED) and include applicable taxes unless otherwise stated. Prices are subject to change without prior notice, but any price changes will not affect bookings that have already been confirmed. Home sample collection fees, if applicable, will be clearly displayed during the checkout process. There are no hidden fees.

5.2 Payment Methods

We accept the following payment methods:

• Online Payment: Credit and debit cards (Visa, Mastercard, American Express) processed securely through Stripe. Your payment details are encrypted and handled directly by Stripe in compliance with PCI DSS standards.
• Cash on Delivery (COD): Pay in cash to the phlebotomist at the time of sample collection. The exact amount must be available; our collection agents may not carry change for large denominations.

5.3 Refunds

If a test cannot be performed due to reasons within our control (such as laboratory errors, phlebotomist unavailability, or sample handling issues), you are entitled to a full refund or a complimentary re-test at your choice. Refund requests should be submitted within 14 days of the incident. Refunds for online payments will be credited to the original payment method within 7-14 business days. Refunds for COD payments will be processed via bank transfer.

6. Home Sample Collection

When using our home sample collection service, you agree to the following:

• You will provide a safe, clean, and well-lit environment for the phlebotomist to perform sample collection.
• You will follow all pre-test preparation instructions provided during the booking process (such as fasting for the required duration, staying hydrated, or avoiding certain medications).
• You will present valid identification (Emirates ID, passport, or equivalent) to the phlebotomist upon request to verify your identity.
• You understand that the phlebotomist may, at their professional discretion, decline to collect a sample if conditions are unsafe, if you appear to be in medical distress, or if proper identification cannot be verified.
• Minor side effects from blood collection (such as mild bruising, soreness, or lightheadedness) are normal. In the rare event of an adverse reaction during or after sample collection, please seek immediate medical attention and notify us.

7. Lab Results and Reports

Lab results and diagnostic reports are generated by our partner laboratories and made available through your account dashboard. Regarding lab results:

• Results are typically available within the timeframe indicated at the time of booking (commonly 24-72 hours, depending on the test type). Some specialized tests may take longer.
• We will notify you by email and/or SMS when your results are ready for viewing.
• Lab results are for informational purposes and should be interpreted by a qualified healthcare professional. We strongly recommend discussing your results with your physician or healthcare provider.
• We do not provide medical interpretations, diagnoses, or treatment recommendations based on lab results.
• In rare cases, a laboratory may need to re-run a test due to quality control issues. If this occurs, there will be no additional charge to you, but the delivery of results may be delayed.

8. Limitation of Liability

To the maximum extent permitted by applicable law in the United Arab Emirates:

• LabTestUAE, its directors, employees, partners, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of or inability to use our Services.
• We are not liable for the accuracy, completeness, or timeliness of lab test results provided by our partner laboratories. Our partner labs are independently responsible for the quality and accuracy of their testing.
• We are not liable for any health decisions you make based on information provided on our platform, including lab results, health content, or output from our AI assistant.
• Our total aggregate liability to you for all claims arising out of or related to these Terms or our Services shall not exceed the total amount you paid to us in the 12 months preceding the event giving rise to the claim.

Nothing in these Terms shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited under UAE law.

9. Intellectual Property

All content, features, and functionality of our Services, including but not limited to text, graphics, logos, icons, images, audio clips, software, and the compilation thereof, are the exclusive property of LabTestUAE or its licensors and are protected by UAE and international copyright, trademark, patent, and other intellectual property laws. You may not reproduce, distribute, modify, create derivative works from, publicly display, publicly perform, republish, download, store, or transmit any materials from our Services without our prior written consent, except for your personal, non-commercial use of content you have lawfully accessed. The LabTestUAE name, logo, and all related names, logos, product and service names, designs, and slogans are trademarks of LabTestUAE. You may not use such marks without our prior written permission.

10. Prohibited Activities

When using our Services, you agree not to:

• Use our Services for any unlawful purpose or in violation of any applicable law or regulation
• Impersonate any person or entity, or falsely state or misrepresent your identity or affiliation
• Book tests using false or misleading personal information
• Attempt to gain unauthorized access to our systems, servers, or user accounts
• Use automated scripts, bots, or scraping tools to access our Services or extract data without our written permission
• Interfere with or disrupt the integrity or performance of our Services or the data contained therein
• Upload or transmit viruses, malware, or any other malicious code
• Harass, abuse, or harm our staff, phlebotomists, or other users
• Resell, redistribute, or commercially exploit our Services or any content obtained from our platform without express written authorization
• Attempt to reverse-engineer, decompile, or disassemble any portion of our software or technology

Violation of these prohibitions may result in immediate suspension or termination of your account and may subject you to civil or criminal liability.

11. Termination

We reserve the right to suspend or terminate your account and access to our Services, with or without notice, for any reason, including but not limited to:

• Violation of these Terms or any applicable law
• Fraudulent, abusive, or harmful conduct
• Non-payment of outstanding fees
• Repeated no-shows or cancellations that disrupt our operations
• Requests by law enforcement or government agencies

You may terminate your account at any time by contacting us at support@testuae.com. Upon termination, your right to use our Services will immediately cease. Provisions of these Terms that by their nature should survive termination (including ownership provisions, warranty disclaimers, limitations of liability, and dispute resolution) shall survive.

12. Governing Law

These Terms shall be governed by and construed in accordance with the federal laws of the United Arab Emirates and the applicable local laws of the Emirate of Dubai, without regard to conflict of law principles. Any legal action or proceeding arising out of or relating to these Terms or our Services shall be brought exclusively in the courts of Dubai, United Arab Emirates, and you consent to the personal jurisdiction and venue of such courts.

13. Dispute Resolution

In the event of any dispute, claim, or controversy arising out of or relating to these Terms or our Services, we encourage you to first contact us directly to seek an amicable resolution:

• Informal Resolution: Please contact our support team at support@testuae.com with a detailed description of your concern. We will make reasonable efforts to resolve the matter informally within 30 days.
• Mediation: If informal resolution is unsuccessful, either party may propose mediation administered by a mutually agreed-upon mediator in Dubai, UAE. The costs of mediation shall be shared equally between the parties.
• Litigation: If mediation is unsuccessful or declined, the dispute shall be submitted to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates.

14. General Provisions

• Entire Agreement: These Terms, together with our Privacy Policy and any additional terms applicable to specific features or services, constitute the entire agreement between you and LabTestUAE.
• Severability: If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
• Waiver: Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
• Assignment: You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations without restriction.
• Force Majeure: We shall not be liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government actions, civil unrest, or internet service disruptions.

15. Contact Information

If you have any questions or concerns about these Terms of Service, please contact us: