Terms & Conditions | Kelter Healthcare Services Dubai

TERMS AND CONDITIONS

1. Introduction

Kelter L.L.C-FZ ("Kelter"), operating under Meydan Free Zone with Trade License Number 2421164, and whose registered business address is Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates, has created this website (the "Website", "Platform", or the "Site") to provide customers in Dubai, United Arab Emirates (the "Users" or "you"), with a convenient platform to book on-demand at-home medical services. The platform enables Users to select and connect with independent, DHA-licensed medical facilities located within Dubai, United Arab Emirates (the "Medical Providers"), with whom Kelter maintains contractual collaborations.

To assist you in using our Website and to clearly outline the relationship and responsibilities arising from your use of our Website and your booking of medical services (the "Services"), we have established:

(i) these Terms of Use (the "Terms"), and (ii) our Privacy Policy.

Our Privacy Policy describes how we collect, use, store, and disclose information that you provide to us through the Website. These Terms govern your use of the Website. Both the Terms and the Privacy Policy apply to anyone accessing our Website, including:

(i) casual visitors browsing the Site without registration ("Site Visitors"), and(ii) individuals who register on the Website to book and utilize the Services offered by Medical Providers ("Users").

The terms "Kelter," "we," and "us" refer exclusively to Kelter L.L.C-FZ.

You will be required to agree to these Terms upon registering with our Website and occasionally thereafter, as we may request. Additionally, you may be prompted to explicitly accept these Terms by clicking or checking an "I Accept" button or box, further confirming your agreement to be legally bound by these Terms.

These Website Terms of Use ("Terms," "Terms of Use," or "Terms of Purchase") apply to your use of and access to the Kelter Website (https://kelter.ae), including any related services, bookings, or purchases made via the Website (collectively, the "Services"). These Terms constitute a binding legal agreement between you and Kelter.

PLEASE READ THESE TERMS CAREFULLY BEFORE ACCESSING OR USING THE WEBSITE OR BOOKING ANY SERVICES. BY ACCESSING OR REGISTERING ON THE WEBSITE, YOU EXPRESSLY AGREE TO BE LEGALLY BOUND BY THESE TERMS AND CONDITIONS. IF YOU DO NOT AGREE WITH ANY OF THESE TERMS, PLEASE REFRAIN FROM USING OR REGISTERING ON OUR WEBSITE.

We reserve the right, at our sole discretion, to modify, amend, or update these Terms at any time. Should we make any changes, we will notify you by posting a clear notice on our Website. We recommend that you review these Terms regularly to stay informed of any changes. Your continued use of the Website and Services following the posting of any amendments will constitute your acceptance of the revised Terms.

2. Definitions

For clarity and consistency, the following terms used in these Terms have the meanings provided below:

"Kelter," "we," "us," or "our": Kelter L.L.C-FZ, a Limited Liability Company operating under Meydan Free Zone.
"Website," "Platform," or "Site": The website accessible via https://kelter.ae, operated by Kelter.
"User," "you," or "your": Any individual accessing, browsing, registering on, or booking services via the Website.
"Medical Providers": Independent medical facilities licensed by the Dubai Health Authority (DHA) providing medical services at home, with whom Kelter collaborates contractually.
"Services": The booking and coordination of medical services provided at home by Medical Providers through the Website.
"Booking": The reservation of a specific medical service at home via the Website.
"DHA": Dubai Health Authority, the governing authority responsible for licensing and regulating healthcare facilities and professionals in Dubai.
"Personal Data": Information relating to an identified or identifiable individual, as detailed further in Kelter’s Privacy Policy.
"DHA-Registered Nurse": A qualified nurse registered and licensed by the Dubai Health Authority to perform medical procedures, including home sample collection and administration of medical treatments, at Users' residences.
"Privacy Policy": Kelter's policy detailing how Personal Data is managed, processed, and secured, available on the Website.
"Terms" or "Terms of Use": This document, outlining conditions applicable to all Users of the Website and its associated services.

3. Acceptance of Terms of Use

By accessing, browsing, or registering on our Website, you explicitly confirm that you have read, understood, and accepted these Terms in their entirety. Your acceptance of these Terms creates a legally binding agreement between you and Kelter.

If you register for an account, make a booking, or use any of the Services offered through our Website, you further confirm your agreement to these Terms. Additionally, you may be prompted to explicitly indicate your acceptance by clicking an "I Accept" button or similar mechanism. Failure to provide such explicit acceptance when requested will prevent you from completing your registration or accessing certain features or Services provided through the Website.

You represent and warrant that you have the legal capacity and authority to enter into this agreement and comply with all applicable laws and regulations in your jurisdiction while using the Website and Services.

4. Services Offered

The Website is designed to provide Users with:

Information related to at-home medical services and wellness;
Access to various medical services provided at home by independent, DHA-licensed Medical Providers, including but not limited to home sample collection and diagnostic tests, IV therapy, physiotherapy, and other medical treatments;
Administrative support for scheduling appointments, facilitating payment for services, and coordinating communication with Medical Providers;
Telecommunications support for communication between Users and Medical Providers for service completion.

By accepting these Terms of Use, you agree and consent to Kelter, affiliated Medical Providers, and other healthcare organizations or providers with whom Kelter collaborates sending disclosures, notices, messages, reports, and other communications through your account, email, or other electronic means. It is your responsibility to monitor these communications. You acknowledge and agree that you will not hold Kelter, affiliated Medical Providers, or any collaborating healthcare organizations or providers liable for any claims, damages, or losses resulting from your failure to review or act upon these communications.

Please note that certain services or bookings may redirect you to partner websites or platforms, each governed by their own separate terms of use. Kelter is not responsible for these third-party terms or their enforcement. Users are encouraged to review these third-party terms prior to engaging their services or interacting with their platforms.

No Health Insurance Accepted; Notice of Your Financial Responsibility. Kelter does not accept commercial health insurance plans, is not in-network with any commercial health insurance plans, and is not enrolled with government healthcare programs. By choosing to use the Services, you explicitly acknowledge you are doing so on a direct-payment ("cash-pay") basis, outside of any commercial health insurance or governmental healthcare programs. Consequently, you agree and accept full financial responsibility for all charges associated with the services and products booked or provided through Kelter.

You further understand and agree that by availing services listed on Kelter, you do not establish a patient-provider relationship with Kelter itself. Your medical records from any services rendered are solely maintained by, and associated with, the affiliated Medical Service Providers with whom Kelter collaborates, and you are solely responsible for directly reviewing and signing any consent forms or agreements required by these Medical Providers.

5. Eligibility & Registration

To access and utilize the Services offered through the Kelter Website, you must meet the following eligibility criteria:

You are of sound mind and at least of such minimum legal age as per the jurisdiction in which you reside, in order to form a binding contract with us. In case you are not of the age of majority as per the laws of the UAE, then you must have the permission of your lawful guardian to use and access the Services.
You have read, understood, and agreed to be bound by these Terms and any future updates and additions to these Terms, as published from time to time on the Website.
You must reside in or be physically present within the Emirate of Dubai, United Arab Emirates, when accessing the Services.
To register and create an account ("User Account") on our Website, you are required to provide accurate, current, and complete information, including but not limited to your full name, date of birth, contact details, and other requested personal information. You agree that you will maintain and promptly update your information to ensure its accuracy and completeness at all times. You may delete your Account at any time, for any reason, by contacting us at support@kelter.ae. Kelter may also suspend or terminate your Account in accordance with these Terms.
We must not have previously disabled your account for violation of law or any of our policies.

You agree that you will not register more than one User Account, nor will you register or book services on behalf of someone other than yourself without explicit consent or legal authorization to do so.

Kelter reserves the right to verify the accuracy and authenticity of your registration information and to suspend, restrict, or terminate your User Account if any information provided is found to be incomplete, inaccurate, misleading, fraudulent, or otherwise violates these Terms.

You are solely responsible for maintaining the confidentiality of your User Account and you are responsible for all activities conducted through your User Account. You agree to immediately notify Kelter if you suspect any unauthorized access to or use of your User Account.

By registering and creating a User Account on our Website, you explicitly consent and agree to be bound by these Terms and our Privacy Policy.

6. Booking, Payment, Cancellation & Refund Policy

Booking of Services

When booking a medical service through Kelter, you agree to provide accurate and complete personal information required for the booking process and for use by our Medical Providers. Kelter facilitates bookings by connecting you directly with independent Medical Providers offering at-home medical services. You acknowledge that Kelter acts solely as an intermediary platform and is not responsible for the provision of medical services.

Payment Terms

All payments for services booked through Kelter are payable directly through the platform at the time of booking. Kelter facilitates secure payment processing through Stripe (Stripe Payments Europe, Ltd.), a globally trusted third-party payment gateway. By booking Services through our platform, you agree to pay all applicable fees associated with the chosen service. Payments must be completed prior to the time of service provision, as indicated during the booking process.

Cancellation, Rescheduling, Missed Appointments & No-Shows

You may cancel or reschedule booked Services up to 12 hours prior to your booked appointment. Cancellations within 12 hours of the scheduled appointment will be considered a “No Show,” and a "No Show" fee of 150 AED will apply. Similarly, if you fail to be available at the scheduled time and location without providing prior notice within the required timeframe, a "No Show" fee of 150 AED will apply. Kelter shall not be held responsible or liable for Services missed due to your absence, delays, or failure to communicate a request to reschedule or cancel booked Services. These details are mentioned in the cancellation and rescheduling policy clearly outlined at the time of booking.

Refunds

Refunds, where applicable, will be processed within 10 working days in accordance with our refund policy. Any requests for refunds must be submitted directly through your account or by contacting our customer support team.

7. Responsibilities & Limitations of Kelter

Role of Kelter

Kelter L.L.C-FZ operates exclusively as an online booking platform designed to facilitate connections between Users and independent DHA-licensed Medical Providers offering at-home medical services. Kelter itself does not directly deliver any medical or healthcare-related services, treatments, diagnostics, consultations, or clinical advice.

No Medical Advice Provided

Information provided on Kelter’s Website or Platform, including descriptions of medical services, tests, or health-related content, is intended solely for informational and educational purposes and should not be construed as medical advice or as a replacement for professional medical consultation.

Limitation of Liability

While we carry out background checks and verifications on all the independent Medical Providers listed on the Platform, Kelter is not responsible or liable for the accuracy, quality, appropriateness, reliability, or outcome of medical advice, assessments, treatments, diagnostic services, or other professional healthcare services provided by independent Medical Providers booked via the Website. Medical Providers are independently licensed, regulated entities and solely responsible for the medical services they provide. Kelter makes no warranties, express or implied, regarding the effectiveness, appropriateness, quality, safety, legality, or reliability of medical services provided by these independent Medical Providers.

Kelter explicitly disclaims liability for:

Medical diagnosis, treatment, or outcomes resulting from booked services.
Any acts, omissions, or misconduct by Medical Providers or their employees, agents, or subcontractors.
User dissatisfaction with services delivered by Medical Providers.
Any direct or indirect losses, injuries, or damages arising from or related to interactions between Users and Medical Providers, including medical complications or disputes.

Relationship with Medical Providers

Booking medical services through Kelter establishes a direct patient-provider relationship exclusively between the User and the independent Medical Provider. Kelter is not a party to any such contract, agreement or relationship and shall not be held liable for any obligations or breaches thereof by the Medical Providers.

User Responsibility

Users acknowledge and accept that it is their responsibility to inquire about and directly agree to the terms, conditions, policies, consent forms, and medical procedures established by the independent Medical Providers before booking and receiving medical services.

8. Responsibilities of Users

By accessing, using, or registering on the Kelter Platform, you agree to comply with the following responsibilities:

Accurate Information:

You agree to provide accurate, current, and complete personal information when registering, booking, and communicating via the Platform. You further agree to promptly update such information to maintain accuracy and completeness.

Account Security:

You are solely responsible for safeguarding the confidentiality of your account and any authentication methods used. You agree to promptly notify Kelter of any unauthorized access or suspicious activities involving your account.

Compliance with Instructions:

You agree to strictly follow the instructions provided by Kelter and affiliated Medical Providers regarding booking, preparation, appointment timings, sample collection, procedures, or treatments provided to you.

Communication:

You are responsible for promptly responding to communications from Kelter and affiliated Medical Providers concerning your booked Services. Kelter shall not be liable for any issues arising from your failure to review or respond to these communications.

Payment Responsibility:

You agree to fulfil all financial obligations arising from your use of the Services, acknowledging your financial responsibility for the costs associated with the booked services.

Respect and Conduct:

You agree to interact respectfully and professionally with all Medical Providers, staff, or representatives involved in the provision of the booked Services. Kelter reserves the right to suspend or terminate your account if your conduct towards any Medical Provider or representative is deemed inappropriate, disrespectful, or harmful.

Compliance with Terms:

You are responsible for reviewing, agreeing to, and complying with the terms, conditions, policies, and consent forms required by the Medical Providers or by Kelter.

Lawful Use:

You agree to use the Kelter Website and Platform solely for lawful purposes and in compliance with all applicable laws, rules, regulations, and guidelines within the United Arab Emirates.

9. Data Privacy and Confidentiality

Your privacy is important to us. All personal data collected through the Kelter Website is handled in strict accordance with our Privacy Policy, available separately on our Website, which details how we collect, use, store, and disclose your information.

Kelter securely stores personal data, including your contact information and appointment details, on our secure order management system. No medical results or sensitive patient health records are stored or processed on Kelter's own servers.

You acknowledge that by using our Platform, you consent to the collection, processing, storage, and disclosure of your personal data as described in our Privacy Policy. You further acknowledge that Kelter will share your provided information with affiliated Medical Providers solely for the purpose of providing the Services you have requested.

10. Third-Party Services & External Links

The Kelter Website may contain links to third-party websites or platforms (such as those of Medical Providers, partner booking platforms or ads). Kelter provides access to these Third-Party Links & Ads only as a convenience to you, and neither controls, reviews, approves, monitors, nor endorses the content, privacy policies, or terms of use of any third-party sites. We encourage you to carefully review the terms and conditions and privacy policies of any third-party websites you access through our Platform.

By using the Services, you acknowledge and agree that Kelter shall not be liable for any claims, damages, losses, or issues resulting from your interactions with third-party websites, platforms, or service providers. Kelter expressly disclaims any responsibility arising from your use of or reliance on any third-party services, content, or resources linked through our Website.

11. Liability and Indemnification

Limitation of Liability:

To the fullest extent permitted by UAE law, Kelter shall not be liable for any indirect, incidental, special, consequential, or exemplary damages, including but not limited to, damages arising from medical outcomes, diagnoses, treatments, delays, errors, or omissions of Medical Providers. Kelter’s total liability arising out of or relating to your use of the Website or Services is limited solely to the amount you paid for the applicable booking transaction.

Kelter explicitly disclaims responsibility for the quality, appropriateness, safety, accuracy, effectiveness, legality, and reliability of medical services delivered by Medical Providers booked via the platform. Any medical-related claims or concerns must be directed exclusively to the relevant Medical Provider.

Indemnification:

You agree to indemnify, defend, and hold harmless Kelter, its directors, officers, employees, agents, contractors, and affiliates from and against any claims, liabilities, damages, losses, costs, expenses (including reasonable attorneys' fees), or demands arising from or related to:

Your use of the Website or Services.

Any breach of these Terms by you.
Your violation of applicable UAE laws, rules, or regulations.
Any third-party claims arising from your interactions with Medical Providers, including services booked and provided to you.
Your indemnification obligations under these Terms will survive any termination or expiration of your use of the Services or the Website.

12. Complaints & Dispute Resolution

Complaints:

Should you have any complaints or concerns regarding your experience with Kelter’s Platform or Website, please promptly contact our Customer Support at:

Email: info@kelter.ae

Phone: +971 4 327 6409

We aim to resolve all complaints efficiently, fairly, and promptly.

Please note that any medical or service-related complaints should be directed exclusively to the relevant Medical Provider who rendered the services. Kelter may assist by facilitating communications between you and the Medical Provider but holds no liability or responsibility for medical outcomes or the quality of services delivered.

Dispute Resolution:

In the event of a dispute between you and Kelter arising out of or relating to these Terms or the Services provided, both parties agree to initially seek to resolve the dispute amicably through good-faith negotiations.

If a dispute remains unresolved after thirty (30) days from the initial notice of dispute, either party may seek legal remedies in accordance with Section 13 ("Governing Law & Jurisdiction").

13. Governing Law & Jurisdiction

These Terms and Conditions shall be governed by, interpreted, and enforced in accordance with the laws of the United Arab Emirates as applicable in Dubai.

Any dispute, controversy, or claim arising out of or relating to these Terms, including any question regarding their existence, validity, or termination, shall be subject to the exclusive jurisdiction of the Courts of the Dubai International Financial Centre (DIFC), Dubai, United Arab Emirates.

By using Kelter’s Website or Services, you explicitly consent and submit to the exclusive jurisdiction of the DIFC Courts.

14. Modifications to Terms & Conditions

Kelter reserves the right to modify, amend, or update these Terms at our sole discretion at any time. Any changes or updates to these Terms will be communicated clearly by posting an updated version on our Website. Additionally, we may notify you by email or through a prominent notice displayed on our Website.

Your continued use of the Website or Services following any amendments indicates your acknowledgment and acceptance of the updated Terms. We encourage you to periodically review these Terms to remain informed about any modifications. If you disagree with any changes made to these Terms, you must immediately discontinue your use of our Website and Services.

15. Contact Information

For questions, support, or feedback related to these Terms, the Services, or general inquiries, please contact us at:

Kelter L.L.C-FZ

Meydan Grandstand, 6th Floor,

Meydan Road, Nad Al Sheba,

Dubai, United Arab Emirates.