Terms of service

These terms govern the use of Doctal, a product owned and operated by TAIF - Marketing Agency — طيف للتسويق الالكتروني, a company registered in Bani Yas, Abu Dhabi, United Arab Emirates ("the provider", "we"). The subscribing party is referred to as "the clinic" or "you". Using the service means accepting these terms.

1. Scope of the service

Doctal is a system for managing a clinic's conversations and appointments over Meta's WhatsApp Business Platform (Cloud API). It comprises: a shared inbox on the clinic's official number; team roles with conversation routing; a schedule covering branches, doctors, services and session packages; appointment reminders 24 hours and 2 hours before; and a results screen. The higher tier adds an AI agent that replies from a knowledge base written by the clinic.

The system is provided as a hosted service operated by the provider and is reached at app.doctal.cloud.

2. Subscription and fees

• Prices are in Egyptian pounds and exclude any applicable taxes or government charges.
• The subscription is monthly and payable in advance at the start of each cycle.
• The setup and training fee is paid once and covers connecting the official WhatsApp number, entering branches, doctors, services and packages, writing the agent's knowledge base, preparing the reminder templates and submitting them to Meta, and training the team. It is non-refundable once setup work has begun.
• Fair use on the higher tier: around 3,000 conversations a month. If a clinic is consistently above that, we contact it to agree a suitable arrangement before anything changes; the service is not suspended on that ground without notice.
• Any Meta charges for template messages belong to the clinic's own business account and are billed by Meta directly. They are not part of the subscription.
• Prices for existing subscribers may change on no less than 30 days' notice, and the clinic may end the subscription before the new price takes effect.

3. The clinic's obligations

• To own, or be authorised to use, the WhatsApp number in question, and to give Meta accurate business details.
• To comply with the WhatsApp Business Policy and Meta's commerce policies, and with all law that applies to it — including rules on medical advertising, data protection and patient confidentiality in its own country.
• Not to send unsolicited bulk messages, and to message only people who have chosen to be in contact with the clinic.
• To obtain whatever consents it needs from patients to message them and process their data, and to handle their requests about that data.
• To keep staff accounts confidential and to revoke access immediately when someone leaves.
• Not to use the service for anything unlawful, nor to attempt to reach another clinic's data.

4. Limits imposed by WhatsApp and Meta

The service runs on a platform Meta owns and we do not. These limits are not ours to choose:

• More than 24 hours after a patient's last message, free-form text is not accepted — only a template approved by Meta in advance.
• Template approval is Meta's decision alone. We do not guarantee how long it takes or how it turns out.
• Meta may restrict or disable a number or a business account for its own reasons, which is outside our control. We help the clinic understand and address the cause, but we cannot guarantee a number's restoration.
• Outages at Meta, or changes to its interfaces, may temporarily affect the system.
• The service does not today support running a number in the WhatsApp app and on the official platform at the same time.

5. The AI agent

On the tier that includes it, the agent works from the knowledge base the clinic writes, and is designed to hand a conversation to a member of staff at the edge of what it knows or when the patient asks. It is nonetheless a system built on a language model, and an incorrect or imprecise answer remains possible. The clinic remains responsible for the content of its knowledge base and for reviewing the agent's work, and may switch the agent off entirely or for a single conversation at any time.

6. Not a medical tool

Doctal is not an electronic medical record, a medical device or a diagnostic tool, and no medical advice or opinion is given through it. It is not suitable for emergencies. Clinical decisions and their consequences rest with the clinic and its medical staff alone.

7. Data ownership

The clinic's data and its patients' data belong to the clinic. We process it on the clinic's instructions and solely to operate the service; we do not sell it and do not use it for our own marketing. The clinic may request a copy of its data or its deletion at any time, in line with our privacy policy and the data deletion page.

8. Availability and support

We aim to keep the service available around the clock, and give advance notice of scheduled maintenance wherever possible. Support is provided over WhatsApp and email during business hours. This agreement does not include a guaranteed service level unless one is agreed in writing.

9. Suspension and termination

• By the clinic: on 30 days' notice, with no penalty. The service continues to the end of the paid cycle.
• By the provider: on 30 days' notice, or immediately in the case of a serious breach of these terms or of Meta's policies, or unlawful use.
• Suspension for non-payment: 15 days after the due date and following prior notice. Data is preserved during suspension.
• After termination: a copy of the clinic's data is made available on request, after which it is deleted within 30 days at the latest.

10. Intellectual property

Doctal, its name, its code and its interfaces belong to the provider. The subscriber is granted a non-exclusive, non-transferable right of use for the term of the subscription. That right does not extend to reselling, renting out or making the service available to anyone outside the subscriber's own team without written agreement.

11. Limitation of liability

The service is provided "as is", to the extent the law permits. The provider is not liable for lost profits, lost opportunities, or indirect or consequential damage. In all cases the provider's total liability for any claim shall not exceed the subscription fees paid by the clinic in the three months preceding the event. Nothing in this clause is intended to exclude liability that the law does not allow to be excluded.

12. Governing law

These terms are governed by the laws of the United Arab Emirates, and the courts of the Emirate of Abu Dhabi have jurisdiction over any dispute arising from them. Both parties will seek an amicable settlement before going to court.

13. Changes to these terms

We may amend these terms, and will notify subscribers of material changes 30 days before they take effect. Continuing to use the service after that date constitutes acceptance.

14. Contact

• CompanyTAIF - Marketing Agency — طيف للتسويق الالكتروني
• Registered addressBani Yas, Abu Dhabi, United Arab Emirates
• Company phone+971 50 111 5665
• WhatsApp (Egypt)01091813512
• Emailinfo@doctal.cloud