Payments Terms And Conditions

These Payments Terms & Conditions apply to customers who use any services offered by InstaCare through its website, mobile application, or call center and make a payment to InstaCare.

By authorizing a payment through InstaCare's online payment service (“the Service”), you acknowledge that you have read, understood, and agreed to these Payments Terms & Conditions.

InstaCare reserves the right to amend these Terms & Conditions from time to time. The latest version will be published on the website. It is the customer's responsibility to review the applicable Terms & Conditions before using the Service.

The following is a summary of the key terms of this service:

• Payments may be made using credit cards, debit cards, mobile wallets, online banking, or other available digital payment methods.
• Customers should check with their bank or payment service provider regarding any charges or fees that may apply to their selected payment method.
• Card information entered during a payment is processed through the applicable payment gateway or payment service provider and is not provided directly to InstaCare. Customers are responsible for ensuring that all information entered during the payment process is accurate.
• Customers are advised to retain a copy of their transaction details or payment confirmation for their records and for assistance in resolving any payment-related disputes.
• Customers acknowledge that information transmitted over the Internet may be subject to security risks. InstaCare and its payment service providers use appropriate security measures, but no electronic transmission or storage system can be guaranteed to be completely secure.
• InstaCare and/or its payment service providers shall not be liable for delays, errors, omissions, interruptions, transmission failures, or other issues arising from circumstances beyond their reasonable control.
• To the maximum extent permitted by applicable law, InstaCare and its payment service providers shall not be liable for indirect, incidental, special, consequential, punitive, or exemplary damages arising from or related to the provision, suspension, interruption, or termination of the Service.
• Customers are responsible for ensuring that the debit/credit card or bank account used for a transaction is lawfully owned by them or that they are authorized to use it.
• Customers must provide accurate and valid card or bank account information when making a payment.
• By initiating a payment transaction, the customer authorizes the applicable payment method to be charged for the selected service and applicable fees.
• Customers are responsible for ensuring that sufficient funds or available credit are available to complete the transaction.

• For an online prepaid order, the customer may cancel the scheduled order without cancellation charges up to 1 hour before the scheduled appointment or order time. In such cases, the amount paid may be refunded, subject to applicable bank charges and other deductions by third parties.
• Order cancellations must be made through the InstaCare app. Cancellation requests made through phone or email will not be entertained where the app cancellation option is available.
• In some cases, an order may be cancelled or postponed by a Third-Party Service Provider, including a doctor, clinic, hospital, laboratory, or pharmacy. If this occurs, InstaCare will attempt to contact and inform the customer. The customer may reschedule the order or make a new booking through the InstaCare website or app.

• Customers may reschedule a prepaid order for a different date or time with the same Third-Party Service Provider and for the same type of healthcare service, provided the request is made at least 1 hour before the scheduled appointment.
• Rescheduling may be subject to applicable bank or payment-processing charges, which will be passed on to the customer where applicable.
• If the price of the rescheduled service differs from the original booking, the applicable difference will be collected from or refunded to the customer, as applicable.

• Upon receiving a valid cancellation request under Section 3, InstaCare will initiate the refund of the applicable advance payment.
• Depending on the payment method and circumstances, the refund may be processed through IBFT, reversal of the original transaction, or credit to the customer's InstaCare wallet where available.
• Refunds are typically processed within 14 (fourteen) working days from the date the refund is initiated by InstaCare.
• InstaCare is not responsible for delays in the crediting of refunds to a customer's card or bank account caused by the payment gateway, card issuer, or bank.
• Where applicable, the customer may be provided with a refund reference number to assist with further communication with their bank or payment provider.
• No cancellation or refund request will be entertained for payments relating to bills or services that have already been received, except where otherwise required by applicable law or expressly stated by InstaCare.
• Refunds will not be made in cash.

InstaCare provides digital tools that enable doctors and patients to communicate and access healthcare services

Any prescription, diagnosis, recommendation, or medical advice provided through the platform belongs to the relevant Healthcare Provider and does not originate from InstaCare.

Information and responses provided through the InstaCare forum should be considered general advice and information only and should not be treated as a prescription or a substitute for professional medical consultation.

No warranty, representation, or guarantee, whether express or implied, is given by InstaCare regarding the uninterrupted or error-free operation of the payment Service.

The Service is provided on an “as is” and “as available” basis, subject to these Terms & Conditions.

These Payments Terms & Conditions are governed by the laws of the Islamic Republic of Pakistan.

The competent courts at Lahore, Pakistan shall have exclusive jurisdiction, subject to the dispute-resolution provisions set out below.

Any dispute arising out of or relating to these Payments Terms & Conditions shall be submitted to a sole arbitrator appointed by InstaCare in accordance with the Arbitration Act, 1940, and any applicable rules or amendments thereto.

The venue of arbitration shall be Lahore, Pakistan.

Payment details entered through the applicable payment gateway are transmitted using security measures designed to protect payment information during the transaction.

Customers are responsible for taking reasonable precautions to protect their payment information and personal information, including ensuring that other persons cannot view or access information displayed on their device during or after the payment process.

InstaCare will not be responsible for unauthorized access resulting from the customer's failure to protect their device, account, payment credentials, or information.

InstaCare reserves the right to modify these Payments Terms & Conditions from time to time. The latest version will be published on the website.

InstaCare also reserves the right to decline or reject an online payment transaction where permitted by applicable law and for legitimate operational, security, technical, or other reasons.

Customers are responsible for reviewing the latest version of these Terms & Conditions before making a payment.

The InstaCare platform provides a digital network through which users seeking healthcare services can connect with doctors and other third-party healthcare service providers.

A user's decision to select or use a particular healthcare service provider is made at the user's own discretion. Each healthcare service provided by a doctor or other third-party provider constitutes a separate arrangement between the user and that provider.

For virtual services, including online video consultations, InstaCare and the relevant third-party service provider will make reasonable efforts to provide the service as scheduled. However, an online consultation is not the same as a physical visit, and certain medical conditions may require an in-person consultation or examination.

To the extent permitted by applicable law, InstaCare is not responsible for losses arising from the independent medical services, decisions, acts, omissions, or professional conduct of third-party Healthcare Providers.

You acknowledge that InstaCare and its affiliates operate as a digital healthcare platform and do not themselves provide medical or healthcare services or function as medical or healthcare service providers. Healthcare services accessed through the platform are provided by independent third-party Healthcare Providers who are not employed by InstaCare or its affiliates.

A: Payments are processed through third-party payment service providers using security measures designed to protect payment transactions.

A: InstaCare does not retain credit card, bank account, or other financial payment information beyond what is necessary for processing and maintaining transaction records, subject to applicable requirements.

A: InstaCare uses reasonable technical and organizational security measures to protect personal information and payment-related information. InstaCare does not retain banking information that it does not need to retain for its operations.

A: Depending on availability, you may use credit cards, debit cards, online banking, mobile wallets, and other supported digital payment methods.

A: InstaCare does not currently charge an additional service fee for making an online appointment payment, unless a specific fee is clearly disclosed to you before completing the transaction.

A: Refund eligibility depends on the applicable cancellation and refund terms. Please refer to Section 5: Refunds above.