Terms of Use

Notice: not for emergencies

If you have an emergency (chest pain, difficulty breathing, severe bleeding, loss of consciousness, thoughts of harming yourself or similar), call 997 or 911 immediately or go to the nearest emergency department. Do not wait for an appointment on the platform.

The service

Raja, operated by شركة رجا التخصصية (Raja), Commercial Registration (unified No.) 7055060953, VAT No. 314984069100003, lets you book video consultations with healthcare practitioners licensed in Saudi Arabia, receive prescriptions and reports electronically, and use an AI assistant for booking and questions.

Limits of telemedicine

• A remote consultation cannot always replace a physical examination. Your doctor may decide you need an in-person visit or tests, and may decline to continue remotely.
• The consultation is only as accurate as the information you give.
• Doctors prescribe on their professional judgement and the applicable rules, and are under no obligation to issue a prescription, report or sick leave.
• The AI assistant gives general help with using the platform, not medical advice.
• You may refuse any part of the service, or stop taking part in a consultation, at any time without giving a reason.

Account and eligibility

• You must be 18 or over to create an account. A guardian books for anyone younger through their own account and attends with them.
• You must give accurate, current information and keep your sign-in details and one-time codes confidential.
• You are responsible for activity on your account. Tell us at once about any unauthorised use.

Consultations

• Join on time from a quiet, private place, with a stable connection and a device where camera and microphone are allowed.
• The consultation is transcribed for documentation and your doctor may record audio and video; this is kept with your medical record as the Privacy Policy describes.
• You may not record the consultation, film the doctor or publish its content without the doctor's consent.

Fees and payment

• The consultation fee is shown before you book, and payment online confirms the appointment.
• 15% VAT is added as the law requires; Saudi citizens are exempt from VAT on healthcare services.
• Payments go through licensed payment gateways; we do not store your card details.

Cancellation and refunds

• Cancel 24 hours or more before the appointment: full refund.
• Cancel less than 24 hours before, or do not attend: partial refund at the rate shown when you book.
• If the doctor cancels, or the consultation cannot take place because of a fault on our side: full refund or free rescheduling, your choice.
• Refunds go back to the original payment method; how long they take to appear depends on your bank.
• A completed consultation is not refundable.

Acceptable use

You must not:

• Impersonate anyone or give misleading information.
• Abuse or harass doctors or staff.
• Seek medication, reports or sick leave for anything other than a legitimate medical purpose.
• Attempt to breach, disrupt or scrape the platform.

Practitioners

We check every practitioner's licence before listing them. Practitioners carry professional responsibility for their medical decisions under the rules of the Saudi Commission for Health Specialties and the Ministry of Health.

Limitation of liability

We take reasonable care to keep the platform available but cannot guarantee it is fault-free. To the extent the law allows, we are not liable for indirect loss, for loss caused by inaccurate information you gave, for your internet connection failing, or for use of the platform in an emergency contrary to these terms.

Intellectual property

The platform, its design, the Raja brand and its content belong to us or our licensors. Published articles remain the property of the doctors who wrote them.

Closing an account

You may ask to close your account at any time. We may suspend or close an account that breaches these terms. Your medical record is kept for the legal retention period after closure.

Governing law

These terms are governed by the laws of the Kingdom of Saudi Arabia, and the Saudi courts have jurisdiction over any dispute. Before that, we aim to resolve any complaint amicably through support@raja.health.

Changes

We may change these terms. We will publish the updated version here with its date and tell you about material changes. Continuing to use the platform after they take effect means you accept them.