Noor Care is an integrated healthcare network dedicated to bringing quality and affordable primary and secondary care to communities across Pakistan. This Service Policy outlines the terms under which Noor Care provides its services to patients and users. All visitors to our platform and users of our services are advised to read this policy carefully. By accessing our platform or using any of our services, you agree to be bound by the terms described herein.

Our Service Policy explains:

• What services we offer and how they are delivered

• The standards patients and users can expect from us

• The responsibilities of users when engaging with our platform and facilities

• How we handle complaints and service related concerns

We have kept this policy as clear and straightforward as possible. If you have any questions, please contact us through the details provided on our platform.

Scope of Services

Noor Care provides patients with access to a range of primary and secondary healthcare services through its network of facilities and digital platform. This includes general practitioner consultations, digital prescriptions, appointment booking, access to diagnostic services, and health record management, all designed to make quality care more convenient and accessible.

Our platform is digitally connected, enabling a paperless experience where patient records, prescriptions, and consultation notes are managed securely and made accessible across our network. Services are delivered through our physical care facilities as well as digital channels, depending on the nature of the service.

Noor Care reserves the right to modify, expand, or discontinue any service at any time. Where material changes are planned, we will make reasonable efforts to inform users in advance.

User Eligibility 

Our services are available to individuals who:

• Are at least 18 years of age, or are accessing the platform under the supervision of a parent or legal guardian

• Are located within Pakistan or are seeking services available in their region

• Provide accurate, complete, and truthful information at the time of registration and during any consultation or service interaction

Noor Care reserves the right to suspend or restrict access for any user who provides false or misleading information or who misuses the platform or any of its services.

Service Standards 

Noor Care is committed to providing services that meet a high standard of quality, professionalism, and patient care. All consultations and clinical interactions are conducted by qualified and trained medical professionals. However, the following should be noted:

• Information and advice provided through our platform are based on what is shared by the patient at the time of consultation. We encourage patients to provide complete and honest health information to ensure the best possible outcome.

• Our services are intended for primary and general care. In the event of a medical emergency, patients must contact emergency services or visit the nearest hospital immediately.

• Service availability may vary based on location, operating hours, and practitioner availability.

Platform Availability 

Noor Care aims to maintain continuous availability of its platform and services. However, we do not guarantee uninterrupted access at all times. Scheduled maintenance, technical updates, or unforeseen circumstances may temporarily affect availability. We will make every reasonable effort to inform users of planned downtime in advance and to minimize disruption.

User Responsibilities 

As a user of Noor Care’s services, you are responsible for:

• Maintaining the confidentiality of your account credentials and not sharing them with any third party

• Providing accurate and complete health information during consultations and on your patient profile

• Using our platform and facilities only for their intended and lawful purposes

• Treating healthcare professionals and clinic staff with respect and courtesy

• Reporting any technical issues, errors, or concerns to our support team as soon as they arise

Any misuse of the platform, including attempts to disrupt services or exploit our systems, will result in immediate account suspension and may be referred to the relevant authorities.

Third Party Services

Noor Care may work with third party partners to deliver certain aspects of its services, including pharmacy networks, diagnostic laboratories, and digital health technology providers. While we take care to partner with reputable and qualified organizations, Noor Care is not liable for the independent actions, errors, or omissions of third party service providers. Users engaging with third party services do so under the respective terms and conditions of those providers.

Digital Prescriptions 

Following each consultation, patients receive a digital prescription through SMS and email. These prescriptions are legally valid documents issued by a licensed medical professional and must not be altered, reproduced, or misrepresented in any way. Any suspected misuse of digital prescriptions will be reported to the relevant regulatory authorities.

Amendments to this policy

Noor Care reserves the right to update this Service Policy from time to time. Any revisions will be published on our platform with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy.

Complaints and Feedback

We take all patient feedback and complaints seriously. If you have a concern regarding any service received through Noor Care, please reach out to our support team through the contact details provided on our platform. We aim to acknowledge all complaints promptly and resolve them as soon as reasonably possible.