Terms and Conditions

1. Introduction

thefamilymedic.com (“Family Medic”, “we”, “us”, “our”) is operated by The Family Medic, a sole proprietorship registered with Pakistan’s Federal Board of Revenue, based in Karachi, Pakistan. We provide online medical consultations only — we do not currently have a physical outlet that patients visit in person.

These Terms and Conditions govern your use of this website and the consultation booking, payment, and related services available through it (the “Service”). If you have any questions, contact us at contact@thefamilymedic.com or +92 309 1340501 (WhatsApp/call).

2. Not for medical emergencies

Family Medic is a telemedicine platform for non-emergency family medicine consultations. It is not an emergency service. If you or a family member is experiencing a medical emergency, call Pakistan’s emergency services (Rescue 1122) or go to the nearest hospital emergency department immediately — do not wait for or rely on an online consultation.

3. Applicability and updates

By creating an account, registering as a guest, or booking a consultation on Family Medic, you agree to be bound by these Terms and Conditions and our Privacy Policy.

You must be at least 18 years old to create an account. A registered account holder may add family members (including minor children) to their account and book consultations on their behalf, as the responsible adult, and is responsible for the accuracy of information provided for each family member.

We may update these Terms from time to time. Continuing to use the Service after an update means you accept the revised Terms.

4. The nature of our Service

Every clinical decision — diagnosis, advice, and any prescription — is made personally by a PMDC-licensed physician. Nothing on this platform makes automated clinical decisions; any symptom intake or history form exists only to prepare information for your doctor’s review, never to replace it.

Consultations are offered by text, audio, or video, depending on what you choose and what the attending physician has available at the time.

A prescription or medical document issued through Family Medic is a genuine clinical document from a licensed physician, but any PDF generated by the platform states plainly that it is not valid for use as a legal or court document — for that, follow up directly with the issuing physician.

5. Accounts, guests, and family members

You can create a full account or use the platform as a guest for a single consultation. Guest account data is automatically deleted or anonymized after 15 days unless you convert to a full account or complete a paid consultation — see our Privacy Policy for the full detail.

You are responsible for the accuracy of the information you and any family member profile provide, and for keeping your login credentials confidential.

6. Fees, payment, and subscriptions

Consultation fees are shown before you confirm a booking. All payments are processed through our payment partner, Safepay, and its supported methods (cards, JazzCash, Easypaisa, and others as offered). We never see or store your full card or wallet credentials — payment processing happens with Safepay directly.

A booking is confirmed only once payment is successfully verified; this can take a short time, and we do not guarantee a specific doctor or appointment slot until payment clears.

Where subscription plans are offered, their billing frequency, inclusions, and renewal terms will be clearly stated at the point of purchase.

7. Cancellations and refunds

See our dedicated Refund, Cancellation & Complaints Policy for how to request a cancellation or refund, and our review timeframe.

8. Acceptable use

You agree not to use the Service:

• for any unlawful purpose;
• to provide false health, identity, or payment information;
• to access or attempt to access another person’s account or health records without authorization;
• to interfere with the platform’s security, availability, or normal operation; or
• to harass, abuse, or discriminate against any physician, staff member, or other user.

We may suspend or terminate your access if you violate these Terms, provide materially false information, or misuse the Service in a way that could endanger another person’s safety or data.

9. Intellectual property

The Family Medic platform — its design, software, and original written content — is owned by The Family Medic and protected by applicable intellectual property law. These Terms do not grant you any rights to our intellectual property beyond what’s needed to use the Service as a patient.

10. Limitation of liability

To the fullest extent permitted by law, Family Medic and its physicians provide services on a reasonable-care basis but do not guarantee a specific clinical outcome. Nothing in these Terms limits a physician’s professional liability for clinical negligence under applicable Pakistani law.

We are not liable for issues caused by factors outside our reasonable control, including internet connectivity problems during a video/audio consultation, third-party payment processor outages, or information you provided that was inaccurate or incomplete.

11. Governing law

These Terms are governed by the laws of the Islamic Republic of Pakistan. Any dispute arising from these Terms or your use of the Service is subject to the exclusive jurisdiction of the courts of Karachi.