Terms of service

These Terms of Service ("Terms") govern your use of the Dktorakam mobile application and the dktorakam.app website (together, "Dktorakam", "the platform", "we", "us"). By creating an account, booking a consultation or otherwise using the platform, you agree to these Terms. If you do not agree, please do not use Dktorakam.

1. What Dktorakam is — and what it is not

Dktorakam is a technology platform that connects patients with independent, licensed healthcare professionals ("doctors") for online consultations and in-person clinic appointments, and that stores the health records you and your doctors create.

Dktorakam does not practise medicine. We do not employ the doctors listed on the platform, we do not supervise their clinical judgement, and we do not provide medical advice, diagnosis or treatment ourselves. The medical relationship is between you and the doctor you consult.

Dktorakam is not an emergency service. If you have a medical emergency — including chest pain, difficulty breathing, severe bleeding, loss of consciousness, a suspected stroke, poisoning, or thoughts of harming yourself or others — contact your local emergency services or go to the nearest hospital immediately. Do not use the platform and do not wait for a reply.

2. Who may use the platform

• You must be at least 18 years old to create an account.
• If you are under 18, a parent or legal guardian must hold the account and manage your care through a family profile.
• You must have the legal authority to act for anyone whose profile you create or manage.
• You must provide accurate personal and medical information, and keep it up to date. Inaccurate information can lead to unsafe medical advice.

3. Your account

You must verify your phone number or email address before you can sign in. Keep your credentials confidential; you are responsible for everything done through your account. Tell us immediately if you believe someone else has accessed it.

One account per person. Do not impersonate anyone, create an account on someone else's behalf without their permission, or share your account with others. Some parts of the platform can be browsed without an account; booking, messaging and health records always require one.

4. Doctors on the platform

Doctors apply to join Dktorakam and we review their identity and stated qualifications before they are allowed to accept patients. That review is a screening step, not a guarantee: each doctor remains solely responsible for their own licensing, competence, clinical decisions, and compliance with the laws and professional rules that apply to them.

Doctors set their own availability, consultation types and prices. A doctor may decline or end a consultation if it is outside their expertise, if the case needs an in-person examination, or if a patient is abusive.

5. Booking, consultations and attendance

• Online consultations take place over video or voice inside the app at the time you booked. Join on time — the session opens shortly before the slot and stays open for a limited grace period after it.
• In-person appointments reserve a place in a clinic's queue. Your queue number and arrival reminder are in the app; the clinic confirms your arrival when you check in.
• If you do not attend an online consultation without cancelling, or do not arrive for an in-person appointment, it may be recorded as a no-show and charged in full.
• If the doctor does not attend, or a technical failure on our side prevents the consultation, you may request a refund to your wallet.
• You need a stable internet connection, a working camera and microphone, and a private place to talk. Connection quality is not something we can guarantee.

6. Prescriptions, lab requests and records

Whether to issue a prescription, request laboratory tests or refer you elsewhere is entirely the doctor's clinical decision. Paying for a consultation does not entitle you to a prescription, a sick note, or any particular outcome.

Prescriptions and lab requests issued through Dktorakam are subject to local law and may not be accepted for every medicine — in particular, controlled or restricted substances generally cannot be prescribed remotely. Pharmacies and laboratories decide independently whether to dispense or perform what a prescription or request states.

Consultation summaries, prescriptions, lab results and documents you upload are stored in your account. You can share a document by generating a link; that link expires and you can revoke it at any time. Anyone holding an active link can open the document, so share carefully.

7. Payments, wallet and fees

• Prices for each consultation type are shown before you confirm a booking. Amounts are charged in the currency displayed at the time of payment.
• You may pay directly or top up your Dktorakam wallet through the supported providers (for example FIB, ZainCash, FastPay, NassWallet or a bank card). Payment providers apply their own terms and may charge their own fees.
• Dktorakam retains a platform service fee from each paid consultation; the remainder is settled to the doctor. The fee applying to a booking is fixed at the moment you pay.
• Wallet balance is credit for use on the platform. It is not a bank deposit, earns no interest, and cannot be transferred to another user.
• You are responsible for any taxes that apply to you.

8. Cancellations and refunds

You can cancel a booking free of charge until you pay for it. Once a consultation is paid for, the time is held for you and the booking cannot be cancelled from the app for an automatic refund — tell the doctor before the appointment if you cannot attend, and they can usually see you at another time.

If something went wrong — the doctor did not attend, the call failed, or you were charged twice — open a refund request from My Schedule → Unanswered. We review each request and, where it is upheld, credit the amount to your wallet. Our Refund & Cancellation Policy sets out in full what is refundable, what is not, and how a review works.

9. Family profiles and dependants

You may create profiles for children and other people you care for. By doing so you confirm that you have the legal right to act for them, to share their health information with doctors on the platform, and to receive their medical records. When a dependant becomes able to manage their own account, they can claim their profile and their health data moves with them.

10. Content you post

Reviews, public questions, support-group posts and any other content you submit must be truthful, respectful and free of anyone else's private information. Do not post medical advice as if you were a clinician, advertising, or content that is unlawful, hateful, harassing or explicit.

You keep ownership of what you post. You grant Dktorakam a non-exclusive, worldwide, royalty-free licence to host, display and distribute that content on the platform and its public pages for as long as you keep it published. We may remove content that breaches these Terms.

11. Recording and confidentiality

Do not record, photograph, screenshot or publish a consultation without the other person's explicit consent. Consultations are confidential; treat what a doctor tells you, and what a patient tells a doctor, accordingly.

12. Health tools are informational

Medication reminders, vitals tracking, growth charts, cycle and pregnancy tracking, wellness content, calming sessions and any symptom-guidance features are provided for information and self-management only. They are not a diagnosis and do not replace a consultation with a qualified doctor. Never start, stop or change a medication based on what the app shows you.

13. Acceptable use

• Do not use the platform for anything unlawful, or to obtain medication for someone other than the patient named on the booking.
• Do not abuse, threaten or harass doctors, staff or other users.
• Do not attempt to access another user's data, disrupt the service, scrape the platform, or bypass security or payment controls.
• Do not contact doctors outside the platform to avoid fees you agreed to pay through it.

14. Intellectual property

The Dktorakam name, logo, application, website, and all content we publish are owned by Dktorakam or its licensors and are protected by law. You get a personal, revocable, non-transferable licence to use the app for its intended purpose. You may not copy, modify, resell, reverse-engineer or create derivative works from it.

15. Suspension and termination

You may close your account at any time from the app. We may suspend or close an account that breaches these Terms, that we reasonably believe is being used fraudulently or unsafely, or where required by law. Where it is safe and lawful to do so, we will tell you why. Closing an account does not remove records we are required to keep, and does not cancel amounts already owed.

16. Availability of the service

We work to keep Dktorakam available, but we do not promise uninterrupted or error-free operation. Maintenance, network failures, third-party outages and events outside our control can interrupt the service. We may change, suspend or discontinue features, and will give notice of significant changes where we reasonably can.

17. Disclaimers and limitation of liability

Except where the law says otherwise, the platform is provided "as is" and "as available", without warranties of any kind. We are not liable for the medical advice, diagnosis, treatment, acts or omissions of any doctor, clinic, laboratory or pharmacy — they are independent providers, not our agents.

To the fullest extent permitted by law, Dktorakam is not liable for indirect, incidental, special or consequential losses, or for lost data, profits or opportunities. Where liability cannot be excluded, our total liability arising out of your use of the platform is limited to the amount you paid to us through the platform in the twelve months before the event giving rise to the claim.

Nothing in these Terms limits liability that cannot lawfully be limited, including for death or personal injury caused by our proven negligence, or for fraud.

18. Indemnity

You agree to indemnify Dktorakam against claims, losses and reasonable costs arising from your breach of these Terms, your misuse of the platform, or content you post.

19. Governing law and disputes

These Terms are governed by the laws of the Republic of Iraq, including those applicable in the Kurdistan Region. Disputes will be subject to the competent courts of Erbil, Kurdistan Region, Iraq, unless mandatory local law gives you the right to bring a claim elsewhere. Please contact us first — most issues are resolved without formal proceedings.

20. Changes to these Terms

We may update these Terms as the platform develops or the law changes. The current version is always available in the app and at dktorakam.app/terms, with the date it was last updated. If a change materially affects your rights, we will notify you in the app. Continuing to use Dktorakam after a change means you accept the updated Terms.

21. Contact

Questions about these Terms? Reach us at support@dktorakam.app, or through Help & Support inside the app.