Terms & Privacy Policy

1. Introduction

Welcome to Shafa.pk. Shafa.pk is a digital healthcare marketplace that connects patients with independent healthcare providers such as doctors, clinics, hospitals, laboratories, diagnostic centers, and pharmacies.

By accessing or using our website, mobile application, or related services (collectively referred to as the “Platform”), you agree to be bound by these Terms & Conditions and Privacy Policy. If you do not agree with these terms, you should not use the Platform.

Shafa is a third-party technology service provider only and does not offer medical treatment or healthcare services directly.

2. Definitions

For the purpose of these Terms:

• “Platform” means Shafa.pk website, application, and services
• “User” means any person using the platform
• “Patient” means a person booking or receiving healthcare services
• “Doctor” means a registered medical practitioner listed on the platform
• “Healthcare Provider” means doctors, clinics, hospitals, labs, pharmacies
• “Appointment” means a booked consultation or visit
• “Consultation” means online or physical medical consultation
• “Payment” means any transaction made through the platform
• “Personal Data” means user-identifiable information

3. Services Provided

Shafa provides a digital platform that allows users to:

• Search healthcare providers
• Book online consultations
• Book physical appointments
• Access laboratory services
• View doctor profiles
• Manage appointments
• Access healthcare-related information

Shafa does not itself provide medical services. All services are delivered by independent healthcare providers.

4. Privacy Policy

4.1 Our Commitment

Shafa is committed to protecting your privacy and takes great care in safeguarding patient information. This policy explains how we collect, use, store, and protect your data. For any questions, contact us at info@shafa.pk.

4.2 Information We Collect

We may collect the following types of information:

Personal Information:

• Full name
• Phone number
• Email address
• Gender
• Date of birth
• Address

Medical Information:

• Medical history
• Symptoms
• Prescriptions
• Lab reports
• Uploaded documents
• Doctor notes

Usage Information:

• Appointment history
• Search activity
• Click behavior
• Interaction logs

4.3 How We Use Your Information

We use your information to:

• Book and manage appointments
• Connect patients with healthcare providers
• Improve platform performance
• Provide customer support
• Send notifications via SMS, email, WhatsApp
• Prevent fraud and misuse
• Comply with legal requirements
• Analyze platform usage

4.4 Data Sharing

We may share your data with:

• Doctors and healthcare providers
• Clinics and hospitals
• Laboratories and pharmacies
• Payment gateways
• Technology service providers
• Legal or regulatory authorities when required

We DO NOT sell or trade personal data.

4.5 Cookies Policy

Shafa uses cookies to improve user experience. Cookies help us:

• Remember user preferences
• Maintain sessions
• Improve website performance
• Analyze traffic
• Enhance security

You may disable cookies in your browser settings, but some features may not function properly.

4.6 Data Security

We use industry-standard security measures including:

• SSL encryption
• Secure servers
• Firewalls
• Access controls
• Monitoring systems

However, no system is 100% secure.

5. User Responsibilities

When using the Platform, users agree to:

• Provide accurate and up-to-date information.
• Use the platform legally
• Make genuine appointment bookings and requests.
• Treat Healthcare Providers and other users with respect.
• Not misuse, disrupt, or interfere with the Platform or its services.
• Respect platform rules

6. Healthcare Provider Responsibilities

Providers must:

• Maintain valid medical licenses
• Provide accurate information
• Follow ethical practices
• Maintain patient confidentiality
• Deliver professional services

7. Online Consultation Terms

• Online consultations have limitations and may not be suitable for all medical conditions.
• Medical advice and diagnosis are based on the information provided by the patient during the consultation.
• Online consultations are not intended for medical emergencies. In an emergency, users should contact emergency services or visit the nearest healthcare facility immediately.
• A doctor may recommend an in-person visit, physical examination, or additional tests if needed.
• The quality of online consultations may be affected by internet connectivity, technical issues, or device limitations.

8. Physical Appointment Terms

• Users must arrive on time
• Late arrivals may result in the appointment being delayed, shortened, or cancelled, depending on the Healthcare Provider's availability.
• Showed Up appointments will not be refunded
• Some Healthcare Providers, clinics, and hospitals may have their own appointment policies and rules, which patients must follow.

9. Payment Policy

We accept:

• Bank transfers
• Mobile wallets

Payments are processed through secure third-party gateways. Shafa does not store card details.

10. Cancellation Policy

• For any online prepaid appointment, the customer can cancel his/her scheduled appointment without any charges. In such cases, we will refund the amount paid for the appointment subject to bank charges and other deductions by third parties.
• Appointment cancellation has to be carried out by the customer. We do not entertain cancellation requests from in-direct customer reference.
• Occasionally, appointments may be canceled or postponed by the Third Party Service Provider (Doctor, Clinic, Hospital, Lab, etc.). Should this occur, we will attempt to contact and inform the customer and he/she may reschedule the appointment as per their convenience or visit Shafa web for re-booking.

11. Rescheduling Policy

Patients may reschedule their appointments through the Platform, subject to the availability of the selected Healthcare Provider. Rescheduling requests should be made before the scheduled appointment time. Once an appointment has started or has been marked as completed, it cannot be rescheduled.

If the rescheduled appointment has a different fee, the Patient will be required to pay any additional amount before the appointment is confirmed. If the new appointment fee is lower, any refund will be handled according to the Platform's Refund Policy

Shafa reserves the right to modify or decline rescheduling requests based on Healthcare Provider (Doctor, etc) availability and operational requirements.

12. Refund Policy

Refunds may be issued when:

• Appointment is cancelled within allowed time
• Provider cancels appointment
• Service is not delivered

Refunds:

• Processed within 24–48 working hours
• Sent via original payment method
• Subject to bank processing time

No cash refunds are issued.

13. Medical Disclaimer

Shafa does not provide medical advice or treatment. All medical decisions are the responsibility of healthcare providers. Users must consult doctors directly for medical decisions.

14. Emergency Disclaimer

Shafa does not deal with emergency cases. In emergencies, users must contact ambulance services or the nearest hospital immediately.

15. Intellectual Property

All platform content including:

• Logos
• Designs
• Software
• Text
• Images

belong to Shafa.pk and are protected by law.

16. Third-Party Services

Shafa may use:

• Payment gateways
• Google Maps
• Analytics tools

We are not responsible for third-party services.

17. Limitation of Liability

Shafa is not responsible for:

• Medical negligence
• Misdiagnosis
• Treatment failure
• Payment issues
• Technical errors
• Data loss
• Third-party actions
• Injury or death

18. Indemnification

Users agree to protect Shafa from any claims arising from misuse of the platform.

19. Force Majeure

Shafa is not responsible for delays or failure due to:

• Natural disasters
• War
• Internet outages
• Government restrictions
• Pandemics

20. Governing Law

These terms are governed by the laws of Pakistan. Disputes will be handled under Pakistani courts.

21. Policy Changes

Shafa may update these policies at any time. Continued use of the platform means acceptance of changes.

22. Contact Information

• 📧 Email: info@shafa.pk
• 🌐 Website: https://www.shafa.pk
• 📞 Helpline: +92 313 3488881
• 📍 Address: Johar town Phase 1, Lahore

23. Frequently Asked Questions