العربيةTerms of use — Patients
1. What the platform is
FastDoctor is a technology platform that connects you with independent, licensed healthcare providers whose documents we verified (doctors, nurses, labs, physiotherapists and clinic doctors). The platform is not a hospital, clinic or healthcare provider, gives no consultation, diagnosis or treatment, and never takes part in any medical decision. Providers work for themselves and independently; they are not employees or agents of the platform, and each is solely responsible for their professional decisions.
2. Not for emergencies
FastDoctor is not an emergency service. In any emergency or life-threatening situation (chest pain, breathing trouble, bleeding, fainting, serious injury and the like) call an ambulance on 122 or go to the nearest emergency room at once - do not wait for the app. Before confirming any home visit or video consultation the app asks you to confirm you understand this, offers a direct call to the ambulance (122), and we keep the time of your confirmation with the request.
3. Iraq only
The service works inside the Republic of Iraq only.
4. Medical responsibility
Full medical responsibility for any diagnosis, treatment, prescription or procedure you receive lies with the provider alone, as the person legally licensed to practise. The platform is only a technical intermediary and is not responsible for the outcome of medical services, including medical errors, complications or any harm resulting from a visit.
5. How we verify providers
Before activating any provider we review their documents: identity, a live selfie, the professional licence and the syndicate ID valid for the current year, with their expiry dates. We remind them before any of these expires, and once one has expired they get no new requests until the renewed document is uploaded and approved. We make a serious effort to verify, but a later suspension or withdrawal of a licence by the competent authority depends on that authority's own updates, and we cannot guarantee we learn of it immediately.
6. Payment, the exit fee and guide prices
You pay the provider in cash directly, except the exit fee if you choose - when the feature is on - to prepay it from your wallet (clause 18). The exit fee shown guarantees the provider comes and covers the visit length stated for each service. Extra time, supplies, tests, nursing services and any treatment are agreed in cash with the provider, guided by the guide prices shown in the app; these are for reference only, not an invoice or a binding price, and that agreement is between you and the provider - the platform is not a party to it. A valid discount code is taken off the exit fee and the platform bears its value.
7. Cancelling
Cancelling costs you nothing, and an exit fee prepaid from the wallet comes back in full, automatically, when the request is cancelled or not accepted. But cancelling after the provider is on the way or has arrived, or not being there when they arrive, is recorded as a late cancellation and repeating it may suspend booking for a while. You can dispute a no-show report in the app within the stated time; the administration's decision is final within the platform.
8. The provider's arrival and departure
For each visit we record when the provider arrived and when the visit ended, and their position at those two moments only, and keep them 90 days for resolving disputes only; then they are deleted automatically. We do not track their position continuously or keep their route.
9. Chat
An in-app chat between you and the provider assigned to your request opens when it is accepted and closes for writing some time after the visit ends or is cancelled. Messages and photos are kept; the administration reads them only when handling an open complaint about that request, and every reading is logged. Do not use it for abuse, for anything unrelated to the request, or for emergencies.
10. Accurate information and requesting for others
You are responsible for the accuracy of the symptoms, history, allergies, medicines and address you give. You must be 18 or older. When you request for someone else or add a family member you confirm you are authorised to do so and the information is true; a minor can be served only through their guardian.
11. Privacy and your personal medical record
Only the data needed for the visit is shared with the provider assigned to your request, and they see your medical record only if you switch on sharing for that request. You can keep a medical record for yourself and your family and share it by QR code or a temporary link (one hour, five openings at most) with family (view only) or a doctor (view, add and ask to delete); anyone holding the code or link during that time can view it, you are responsible for whom you share it with, and you can stop the link at any time. Every view or change of your medical data is logged in a record that cannot be altered (who, when, from which address and device, and what). The platform only stores the record and does not check what users or outside doctors add, and the record does not replace seeing a doctor. We never sell your data. Your data is handled under the privacy policy at https://fastdoctoriraq.com/privacy; accepting these terms includes its current version, and the version number and time of acceptance are kept.
12. Responsible use
Fake requests, malicious complaints, abusing providers or using the platform for anything unlawful are not allowed. The platform may suspend an account temporarily (one day, 7 days or 30 days) or permanently, showing the reason; a permanent suspension is lifted by the administration only.
13. Clinic booking ("Book your doctor")
The platform lets you book clinic appointments. Booking is free; the consultation fee is paid at the clinic. The doctor alone is responsible for the medical service in their clinic, their hours and fee. "I've arrived" uses your location once to check you are near the clinic, the queue follows the app's rules, and your name, number and status in the queue are visible to the doctor and the clinic's secretaries. Repeated no-shows without cancelling may stop clinic booking until the administration lifts it. If a clinic closes on a booked day (holiday, travel) the booking is cancelled, you are told why, and it is never counted as a missed booking.
14. Your clinic file, prescriptions and the emergency card
Your file at a clinic using the FastDoctor system is kept by that clinic, which is responsible for it. A clinic visit is added to your record, and the clinic doctor sees your record, only with your consent, which you can withdraw at any time; the doctor's private notes are never shared. An e-prescription is the responsibility of the doctor who wrote it and carries a QR code that opens the prescription itself (as printed) and a PDF of it for anyone holding the paper or the link the doctor sends you - share the link only with someone you trust; if the doctor cancels it, it shows as "cancelled" without its content. The emergency card is optional; when on, whoever scans it sees only your blood type, allergies and chronic conditions. Readings and care reminders are for follow-up only, not a diagnosis or medical advice.
15. Video consultations, the wallet and the AI assistant
a) A video consultation is not for emergencies (call an ambulance on 122). The doctor who accepts it is solely responsible for their opinion and what they write or prescribe, and may decide you need to be examined in person. The platform gives no medical advice.
b) A consultation lasts up to 10 minutes at the announced price, prepaid from your wallet, and is refunded in full automatically if no doctor accepts, the call never connects, you cancel before it starts, or it breaks down in its first minute and does not resume. If the line drops the timer pauses and the app reconnects; if it stays down longer than the announced limit the consultation ends. Otherwise it is refunded only by an administration decision after a complaint.
c) An extension happens only with your consent and payment from your wallet.
d) Calls are never recorded, and the sound and picture are encrypted with the video service's built-in encryption. Neither side may record, film or publish them. Messages and photos during the call and for 24 hours after it are kept with the consultation and seen by the two of you only.
e) The wallet balance cannot be withdrawn as cash and is used inside the platform only. It is topped up by transferring one of the fixed amounts to the account shown, with a photo of the receipt, and added after the administration matches it.
f) The AI assistant gives general information about the platform only, not medical advice, may make mistakes, and books nothing without your confirmation.
16. Medical supplies
a) Products are sold and delivered by independent vendors contracted with FastDoctor; the platform is a technical intermediary that shows the products and passes your order to the vendor, who is responsible for the product, its quality, expiry and delivery, and for returns and exchanges under their policy. No medicines are sold in this section.
b) The price and delivery fee are shown before you confirm. Your order reaches the vendor with your name, phone, delivery address and the items only - no medical information. You pay from your wallet if it covers the order, or in cash to the vendor on delivery.
c) You can cancel before the order goes out for delivery and anything paid from the wallet comes back in full. After delivery you are asked "Did you receive your order?": yes completes it; if you don't answer within 24 hours the vendor is asked, and if nobody says it wasn't received within 72 hours it counts as completed. If the two answers conflict the administration reviews the order and may complete it or refund it in full. If you refuse it at the door the price of the goods comes back but not the delivery fee. Money paid from the wallet reaches the vendor only after the delivery is confirmed.
d) The chat with the vendor stays in the app; phone numbers, links and social accounts are blocked. The administration reads it only on a report or a dispute.
e) If part of the money paid from the wallet was topped up through an electronic payment gateway, a 3% fee (or what the platform announces) applies to that part only, shown before you pay and refunded with any refund.
17. Reels and invite a friend
a) "Reels" videos are general information published by doctors on their own responsibility without prior review, not medical advice. You can report any video; the administration removes what breaks these terms.
b) When "Invite a friend" is on, your friend gets promo credit on registering with your code, and you get credit after their first paid service is completed (a completed home visit or video consultation, or a delivered supplies order). Promo credit cannot be withdrawn or transferred, is spent before cash and expires (90 days unless announced otherwise). Abuse is not allowed; the administration may review suspicious invites and withhold credit.
18. Prepaying the exit fee
When the feature is on you can pay the exit fee (after any discount) from your wallet. It is held when the request is created, reaches the provider only after the visit is completed, and comes back to you in full, automatically, if the request is cancelled or not accepted. Prepayment covers the exit fee only.
19. Deleting and restoring your account
You can delete your account at any time from "Delete account" (not during a visit or an active order). Your account is hidden at once and you are signed out on every device, and your data is kept for 30 days: sign in during that time and your account comes back as it was; after it your personal data is deleted for good. If the administration deleted your account (after a violation, for example) it comes back only by its decision within the same period. If you still owe the platform money at the final deletion we keep only the phone number, email, amount and reason, and the amount appears on your new account if you later register with the same phone or email.
20. Support, activity logs, ratings and complaints
You can open a support request or complaint in the app and write to "FastDoctor IQ Support" with text and pictures; the conversation is kept with the request. Only authorised platform staff see the request, each only what handling it needs, and the support team never sees your medical profile or medical records. Every action by platform staff is logged with who did it and when. Rate providers honestly; abusive or false ratings are hidden. Complaints are made in the app within the stated times, and the administration's decision is final within the platform. The platform may suspend your account temporarily (one day, 7 days or 30 days) or permanently for abuse or breach of these terms, showing you the reason; only the platform's administration lifts a permanent suspension.
21. Limits of liability, changes and law
To the fullest extent the law allows, the platform is not liable for damage resulting from using the app or from a service provided by an independent provider. When a new version of these terms is published you will be asked to accept it before continuing. These terms are governed by the laws of the Republic of Iraq, and the Iraqi courts are competent for any dispute.
21A. The labs marketplace and lab orders
- Labs in "Labs" are independent licensed entities whose documents we verified; they alone are responsible for collecting, transporting and keeping the sample, for their staff, and for performing the tests and their results and reports. FastDoctor is only a technical intermediary: it collects no samples, performs no tests, never reads a doctor's request paper or interprets any result, and nothing reads the photo or the results automatically. Discuss your results with your doctor.
- Test prices in the app are the same for every lab and set by the administration; the home collection fee is added (set by the lab for a direct or chat order within a maximum set by the administration; in "Find me the nearest lab" a fixed fee the lab may waive), and the lab's approved offers are deducted. Every price is kept on your order when it is confirmed and never changes after that. Any change to the tests comes to you as an offer in the chat and needs your acceptance.
- An order is confirmed when the lab accepts it or when you accept its offer in the chat. You may cancel before the arrival time at no cost, with a full refund of anything prepaid. If the lab is past its arrival time without collecting the sample, we tell it you are waiting and show you "The lab is late"; you may then cancel with a full refund.
- If the lab reports a problem (no answer, wrong address, refused, cancelled on arrival, or other) we ask you "Was the sample collected?": "No" cancels the order; "Yes" or no answer within the window sends it to the administration to decide. Give correct information and be there on time.
- Results reach you in the lab chat and are added to your medical record; the chat becomes read-only once they are sent. Every report carries a verification QR proving it came from the lab without showing its content unless the access code is entered.
22. Acceptance
By tapping "Agree" you confirm that you have read and understood these terms and accept them freely.