Terms of Service

1. About these Terms

HamNabz is an online platform operated by [Operator legal name], registered at [Registered address] (“HamNabz”, “we”, “us”). These Terms of Service (“Terms”) form a binding agreement between you and us when you create an account or use the platform.

The Privacy Policy, the Medical Disclaimer and the Cookie Notice form part of these Terms. Please read them together. If you do not agree to these Terms, do not create an account or use the platform.

In these Terms, “patient” means a person who uses HamNabz to receive care, “doctor” means a medical professional who provides consultations through HamNabz, and “you” means the person using the platform.

2. What HamNabz provides

HamNabz connects patients, mainly in Tajikistan, with doctors licensed in Iran. Through the platform you can:

• search for doctors by specialty and view their professional profiles;
• book scheduled video visits and attend them in your browser;
• send written consultations and exchange messages and attachments with doctors;
• keep a health summary and medical documents and choose which ones to share for a visit;
• receive visit notes and prescriptions written by your doctor;
• hold a prepaid wallet balance used to pay for services.

HamNabz is a technology platform. We are not a hospital, clinic or healthcare provider, and we do not practise medicine. Medical advice, diagnoses, prescriptions and treatment decisions are made by the doctors, who are responsible for them.

HamNabz is not an emergency service. If you need urgent help, contact your local emergency services immediately. See the Medical Disclaimer.

Some services described on the website, such as interpreter support, help with medicines, hospital appointments, travel or accommodation, may be offered only partly, later or through third parties. Where a service is not yet available in your account, it is not part of what we provide.

3. Eligibility and your account

HamNabz is intended for adults. We do not verify the age of people who sign up. For a minor, a parent or legal guardian must create and manage the account; the parent or guardian accepts these Terms on the minor’s behalf, is responsible for how the account is used, gives consent to treatment where required, and should be present during visits. Whether and how a minor is treated remains subject to the treating doctor’s judgement and to applicable law.

When you create an account you must give accurate and complete information, including your name, date of birth and identity document, and keep it up to date. Each person may hold only one account, and an identity document can be registered to only one account.

You are responsible for keeping your username and password confidential and for all activity under your account. Use a strong, unique password. Sign-in sessions expire automatically after 24 hours. Tell us immediately at [Contact email] if you suspect that someone else has used your account.

After you sign up, we send a link to your email address so that you can confirm it; the link is valid for 24 hours. Emails about your visits, messages and consultations are sent only to a confirmed address.

If you forget your password, use the “Forgot password?” link on the sign-in page. We send a reset link to the email address on your account; it expires after one hour. Resetting your password signs you out on every device, and changing your password in your account signs you out on your other devices. We email you whenever your password is changed. If you no longer have access to that email address, contact support. We may ask you to verify your identity before we help.

4. Doctors on HamNabz

Doctor accounts are created only by our team. Before a doctor is listed, we review the professional information and documents the doctor provides, such as identity, medical licence and specialty [Verification steps to be confirmed]. A doctor marked “Verified” has completed this review; it does not mean that we guarantee the doctor’s advice or the outcome of any consultation.

Doctors are independent professionals licensed in Iran. They are not our employees and do not act on our instructions in clinical matters. Each doctor is responsible for complying with the professional, ethical and legal rules that apply to them, including rules on remote consultations and prescriptions.

A doctor licensed in Iran may not be authorised to practise medicine in Tajikistan or in your country. Their advice is given remotely and may need to be confirmed by a doctor who can examine you in person. Prescriptions issued through HamNabz may not be accepted by pharmacies in your country.

Doctors may decline a written consultation or cancel a visit when it is not clinically appropriate or they are unavailable. In that case you are not charged.

5. Booking a video visit

Visits are booked in time slots that doctors publish. Times are shown in your local time zone and in the doctor’s time zone where relevant. Please check the date and time carefully before you confirm.

The price of each service is shown in Tajik somoni (TJS) before you confirm the booking. If the price changes before you confirm, we show you the new price and ask you to confirm again.

When you confirm, the price is reserved from your wallet’s available balance. Reserved money remains yours but cannot be used for other services until the visit ends. It is charged only as described in Section 6 and is otherwise released back to your available balance.

Visits take place by video inside HamNabz. You need a supported browser, a camera, a microphone and a stable internet connection. Join on time: the visit room is available during the scheduled time and for a short period afterwards.

Video visits are not recorded by HamNabz. You must not record a visit, or allow anyone else to record it, without the express consent of the other participant.

6. Cancellations, no-shows and charges

The following rules decide whether a visit is charged. They are applied automatically using the booking time, the cancellation time and the platform’s record of who joined the video visit.

• Free cancellation: if you cancel 24 hours or more before the scheduled start, you are not charged and the full reservation is released.
• Rescheduling: while at least 24 hours remain before the start, you can move a visit free of charge to another free slot with the same doctor, at the price shown when you confirm the move. You can reschedule up to five times in any 24-hour period.
• Late cancellation: if you cancel less than 24 hours before the scheduled start, 50% of the price is charged and the rest is released.
• Doctor cancellation: if the doctor cancels the visit at any time, you are not charged and the full reservation is released or refunded.
• Doctor no-show: if the doctor does not join within 15 minutes of the scheduled start, the visit can be closed as a doctor no-show and you are not charged.
• Patient no-show: if the doctor joins and you do not join within 15 minutes of the scheduled start, the visit can be closed as a patient no-show and 100% of the price is charged.
• Completed visit: a visit is charged in full as completed only when both you and the doctor joined the video visit and the doctor finalised it.

Times are measured by the platform’s servers. Technical problems on your side, such as a poor connection, do not by themselves change these outcomes. If you believe an outcome is wrong, you can report it as described in Section 9.

Written consultations follow their own rules: the amount is reserved when you submit the consultation and is charged only when the doctor completes it. You may cancel a consultation until the doctor starts reviewing it. If the doctor declines it, you are not charged.

7. Wallet and payments

Services on HamNabz are paid from a prepaid wallet in Tajik somoni (TJS). To add money, contact support; an authorised administrator records the top-up in your wallet after the payment has been received [Accepted payment methods to be confirmed]. HamNabz does not collect card details.

Your wallet shows your total balance, the amount reserved for upcoming services and your available balance, together with a history of every entry. Entries are never edited or deleted; corrections are made by new entries such as reversals or refunds.

The wallet balance is not a bank account or electronic money, does not earn interest and cannot be transferred to another person. A balance can be used only for services on HamNabz.

You may ask us to refund your unused available balance, in particular before you delete your account; a remaining balance is not refunded automatically. We will refund it to the payment source or by another method agreed with you, after verifying your identity [Refund method and timeframe to be confirmed].

Doctors are paid for their services in Iranian rials (IRR) under separate agreements with us. Doctors’ settlements are made outside the platform and recorded in the ledger.

8. Written consultations and messages

A written consultation lets you send a question, with optional documents, to a doctor and receive a written answer. A doctor may ask you for more information before answering. Written answers are not a substitute for an examination; see the Medical Disclaimer.

Messages and attachments let you communicate with your doctors about your care. Do not use messages for urgent matters: doctors may not read them immediately.

Attachments must be PDF, JPEG, PNG or WebP files of up to 5 MiB each. Only upload documents you are entitled to share and that relate to your care.

9. Reporting a problem with a visit

If something went wrong with a charge, for example the visit did not take place, the charge is wrong, or you disagree with a late-cancellation fee or a no-show charge, you can report it from the visit page within 24 hours after the charge was made.

If you do not report a problem within those 24 hours, the visit or charge is treated as confirmed.

Only one report can be open for a visit at a time, and a visit can be reported up to three times in total. While a report is open, the doctor is told only that the visit is under review, not the reason or your note.

Our administrators review each report, including the platform’s record of who joined the video visit, and decide the outcome. If a refund is approved, the charged amount is returned to your wallet. We will tell you the outcome in your account. This process does not affect any rights you have under applicable law.

10. Reviews

Only patients who completed a visit can review it. You can leave one review per completed visit within 7 days after the visit was finalised. A review has a rating from 1 to 5 and an optional comment of up to 1,500 characters.

You can edit your review within 24 hours after you submit it, and you can withdraw it at any time. Reviews are shown publicly on the doctor’s profile with the rating, comment and date, without your name.

Reviews must be honest and based on your own experience. Do not include personal or health information about yourself or others, offensive language, threats, advertising or false statements. We may hide a review that breaks these rules or the law. We do not accept payment for reviews and do not edit their content.

11. Acceptable use

You agree not to:

• give false information, impersonate another person or use another person’s identity document;
• use HamNabz for anything unlawful, or to obtain medicines for misuse or resale;
• harass, threaten or abuse doctors, patients or our staff;
• record visits or share another person’s information without their consent;
• upload malware or content you have no right to share;
• try to access accounts, data or systems that you are not authorised to access, or to bypass security, rate limits or access controls;
• copy, scrape, overload or interfere with the platform, or use automated tools without our written permission;
• arrange to pay a doctor outside HamNabz for services booked through HamNabz.

12. Your content and medical records

You keep the rights you have in the information and documents you upload. You give us permission to store, process and display them only as needed to provide HamNabz to you and to the doctors you choose, as described in the Privacy Policy.

Visit notes, prescriptions and written answers are prepared by doctors. You can view and download those that relate to you. To keep medical records reliable, finalised records are not deleted or overwritten: corrections are saved as new versions and earlier versions are kept.

Medical documents you upload are versioned in the same way. You can archive a document, which hides it from your current list, but earlier versions remain part of your record.

13. Intellectual property

HamNabz, its name, logo, design, software and content (other than content provided by users and doctors) belong to us or our licensors. We give you a personal, non-exclusive, non-transferable right to use the platform in accordance with these Terms. You may not copy, modify, distribute or reverse-engineer it except as permitted by law.

14. Availability and changes to the service

We work to keep HamNabz available and secure, but we do not guarantee that it will always be available or free of errors. We may need to suspend parts of the service for maintenance, security or reasons beyond our control. Video quality depends on your device and connection.

We may change, add or remove features. If a change significantly affects a booked service, we will tell you and release or refund the affected reservation.

15. Disclaimers and limitation of liability

HamNabz is provided “as is” and “as available”. To the extent permitted by law, we make no promise that a consultation will lead to a particular diagnosis, treatment or result, and we are not responsible for the medical advice, acts or omissions of doctors.

To the extent permitted by law, we are not liable for indirect or consequential loss, loss of data caused by events beyond our reasonable control, or loss caused by your failure to follow these Terms or the Medical Disclaimer. Our total liability to you for any claim related to HamNabz is limited to [Liability cap, e.g. the amounts you paid for services in the 12 months before the claim].

Nothing in these Terms limits liability that cannot be limited by law, such as liability for death or personal injury caused by negligence, or for fraud, or affects your mandatory rights as a consumer.

16. Suspension, closure and termination

If you are a patient, you can delete your account yourself in your account settings after entering your password. This is possible only when you have no upcoming visits, open written consultations, visit reports under review or payments still being settled. Deletion takes effect immediately and cannot be undone: your personal details are anonymised and you are signed out on every device, while the financial ledger and the medical and legal records we are required to keep are retained without your identifying details. Ask support for a refund of any available balance before you delete your account, because afterwards we can no longer identify you. Doctors and administrators can ask us to close their account by contacting support. Details are in the Privacy Policy.

We may suspend or close your account, or end your access to the platform, if you seriously or repeatedly break these Terms, if your account information is false, if required by law, or to protect patients, doctors or the platform. Where possible and lawful, we will tell you why and give you a chance to respond. Reservations for future services will be released.

Sections that by their nature should continue after termination, including those on payments, records, liability and disputes, continue to apply.

17. Changes to these Terms

We may update these Terms, for example when we add features or when the law changes. Each version has a version identifier and a “Last updated” date shown at the top of this page.

If a change is material, we will tell you in advance in your account or by email, and we may ask you to accept the new version before you continue to use HamNabz. We record which version you accepted and when. If you do not accept, you may close your account.

18. Governing law and disputes

These Terms are governed by [Governing law: to be confirmed].

If you have a complaint, please contact us first at [Contact email]; we will try to resolve it within [Complaint response time: to be confirmed]. Disputes that cannot be resolved informally will be decided by [Competent courts or arbitration: to be confirmed], without affecting any mandatory right you have to bring a claim in the courts of your place of residence.

19. General

These Terms, together with the documents they refer to, are the entire agreement between you and us about HamNabz. If any part is found unenforceable, the rest remains in effect. Our failure to enforce a right is not a waiver of it. You may not transfer your rights under these Terms; we may transfer ours to a successor operator of HamNabz who continues to provide the service on the same terms.

These Terms are available in English, Persian and Tajik. [Prevailing language in case of conflict: to be confirmed].

20. Contact

• Operator: [Operator legal name]
• Registered address: [Registered address]
• Email: [Contact email]
• Data protection contact: [Data protection contact]