Terms of Service

Last updated: May 17, 2026

The Mobile Doctor is not an emergency service. If you are facing a life-threatening situation, call your local emergency number first (in Uganda dial 112 or 999). We will route help to you as quickly as we can, but we cannot guarantee response times and we accept no liability for delays.

These Terms of Service ("Terms") govern your access to and use of the website, mobile app, and related services operated by The Mobile Doctor (the "Service", "we", "us", "our"). By creating an account, signing in, or otherwise using the Service, you agree to be bound by these Terms. If you do not agree, do not use the Service.

1. Eligibility

You must be at least eighteen (18) years old, or the age of legal majority in your jurisdiction, to create an account. Users between 13 and the age of majority may use the Service only with the consent and supervision of a parent or legal guardian. Providers (doctors, nurses, therapists, ambulance operators, facility managers) must additionally hold the qualifications, licences, registrations and insurance required by law to practice in their jurisdiction.

2. Your account

You must provide accurate, complete information when registering, and keep it up to date.
You are responsible for keeping your password and devices secure. You must notify us immediately of any unauthorised use of your account.
One person, one account. You may not create accounts under another person's name, sell or transfer your account, or share login credentials.
For accounts that include a phone number, we require SMS verification before the account becomes active.

3. The Service is a connection platform, not a healthcare provider

The Mobile Doctor connects patients (and people seeking care on their behalf, who we refer to as "callers") with independent healthcare providers and facilities. We do not employ providers, we do not give medical advice or diagnosis, we do not prescribe medication, and we do not control the conduct of providers in their professional practice. Each provider is solely responsible for the services they deliver, the records they keep, and the regulations they must follow.

4. Provider verification

We review information that providers submit (such as licence number, professional type, and facility details) before listing them. Verification gives us reasonable confidence that a provider exists and presents themselves accurately. It is not a guarantee of competence, conduct, or current standing with a regulatory body. You remain responsible for confirming a provider is right for your needs.

5. Acceptable use

You agree not to:

Submit emergency requests when there is no genuine need ("false alarms"). False alarms may be reported to the authorities and will result in account suspension.
Misrepresent your identity, qualifications, role, or any other information.
Use the Service to harass, threaten, defame, or stalk any person.
Upload material that is unlawful, obscene, infringing, malicious, or violates another person's privacy.
Attempt to scrape, copy, frame, reverse-engineer, decompile, or otherwise harvest data from the Service, except as expressly permitted by law.
Probe, scan, or test the vulnerability of the Service, or attempt to bypass any authentication or rate-limiting mechanism, without our prior written consent.
Interfere with any other user's use of the Service, transmit malware, or participate in a denial-of-service attack.
Use the Service in any way that violates applicable law, including any law of Uganda or any other jurisdiction from which you access the Service.

6. Provider obligations

If you use the Service as a provider, you additionally agree that:

You hold and will maintain all required licences, certifications, professional indemnity insurance, and registrations to practice in your jurisdiction.
You will deliver care that meets the professional standard of your field.
You will respect patient confidentiality and the applicable rules of medical records retention.
You will keep your availability status and location accurate while on duty, and disable them when off duty.
You will not use the Service to solicit business outside of legitimate medical care or to recommend unapproved treatments.
You accept that we may suspend or remove your listing if we receive credible complaints, become aware of a regulatory issue, or in line with our verification decisions.

7. Bookings, cancellations, and no-shows

Appointments are arranged directly between you and the provider through the Service. Either party may cancel a pending or confirmed appointment from their dashboard. We encourage cancellation as early as possible. Repeated last-minute cancellations or no-shows may result in account restrictions. Any cancellation, refund or rescheduling terms specific to a provider are between you and that provider.

8. Emergency requests

When you press the emergency button, we share your location and any description you provide with the closest available ambulance unit.
You can cancel an emergency request at any time from the live status page. The assigned unit is automatically notified.
The assigned unit may decline or "refer" your request to another nearby unit if they cannot respond. Whenever possible we offer the request to the next-closest unit automatically.
We do not warrant that an ambulance will accept your request, arrive within any specific time, or be equipped for the particular medical situation. You must independently dial your local emergency number for any life-threatening situation.

9. Communications: messages, audio and video calls, SMS

You may send in-app messages and start audio or video calls with users you share a context with on the Service.
We do not routinely monitor private communications. We may review them if necessary to investigate a credible report of abuse, fraud, or violation of these Terms, or to comply with law.
Audio and video calls are powered by Jitsi Meet. Call media transits Jitsi infrastructure. We do not record calls, and we ask both parties not to record without the other's consent. Local laws on call recording also apply.
SMS verification codes and operational notices are delivered through a third-party SMS gateway. Standard SMS charges from your carrier may apply to messages you send; we do not charge for the SMS we send to you.

10. Payments and fees

The Mobile Doctor app itself is currently free to use. Where a provider charges a consultation fee, that fee is set by the provider and is payable directly between you and the provider, unless we explicitly offer an integrated payment option. If and when integrated payment is added, the corresponding payment-provider terms will apply in addition to these Terms.

11. Content you submit

You keep ownership of the content you create on the Service (messages, profile information, photos). By submitting it, you grant us a non-exclusive, worldwide, royalty-free licence to host, store, display, copy and transmit that content solely for the purpose of operating and improving the Service, subject to our Privacy Policy. You represent that you have the right to submit the content and that it does not infringe any third party's rights.

12. Our intellectual property

The Service, including its design, software, look and feel, logos, and original content (other than your content) is owned by us or our licensors and is protected by copyright, trade mark, and other laws. We grant you a personal, limited, non-exclusive, non-transferable, revocable licence to use the Service for its intended purpose. You may not reproduce, modify, distribute, sublicense, or create derivative works from any part of the Service without our prior written consent, except as permitted by applicable law.

13. Third-party services

The Service relies on third-party providers (including SMS gateways, video-conferencing infrastructure, mapping and routing services, and hosting). Those services have their own terms and may change or be unavailable from time to time. We are not responsible for outages or content of third-party services and your use of them is subject to their respective terms.

14. Disclaimers

Except where the law prohibits this, the Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, accuracy, or non-infringement. Without limiting the foregoing, we do not warrant that the Service will be uninterrupted, error-free, secure, or free of viruses or other harmful components, or that any defect will be corrected.

We do not provide medical advice. Information you receive from a provider through the Service is the responsibility of that provider. Reliance on the Service is at your own risk. Always consult a qualified professional for medical concerns and, in an emergency, call your local emergency number.

15. Limitation of liability

To the maximum extent permitted by law, in no event shall The Mobile Doctor, its affiliates, officers, directors, employees, agents or licensors be liable for any indirect, incidental, special, consequential or punitive damages, or any loss of profits, revenue, data, goodwill or other intangible losses, arising out of or related to your use of (or inability to use) the Service, the conduct of any other user or provider, or any unauthorised access to or alteration of your transmissions or content.

Our total cumulative liability to you for any claim arising out of or relating to these Terms or the Service shall not exceed the greater of (a) one hundred thousand Uganda Shillings (UGX 100,000) or (b) the amount you have paid us, if any, for the Service in the twelve months preceding the event giving rise to the claim. Nothing in these Terms limits any liability that cannot be limited by law, including liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation.

16. Indemnification

You agree to indemnify and hold harmless The Mobile Doctor, its affiliates, and their respective officers, directors, employees and agents from and against any claims, liabilities, damages, losses and expenses (including reasonable legal fees) arising out of or in any way connected with: (a) your access to or use of the Service, (b) your violation of these Terms, (c) your violation of any third party right, including any intellectual property or privacy right, and (d) any content you submit through the Service.

17. Suspension and termination

You may stop using the Service and delete your account at any time. We may suspend or terminate your account, with or without notice, if we believe in good faith that you have violated these Terms, applicable law, or the rights or safety of others. Sections that by their nature should survive termination (including intellectual property, disclaimers, liability limitations, indemnification, and dispute resolution) will survive.

18. Governing law and dispute resolution

These Terms are governed by the laws of the Republic of Uganda, without regard to its conflict-of-laws rules. The courts of Uganda have exclusive jurisdiction to determine any dispute arising out of or relating to these Terms or the Service, without prejudice to your mandatory consumer-protection rights under the law of your country of residence.

Before starting a formal proceeding, you agree to first try to resolve the dispute informally by contacting us. We will attempt to resolve the matter within thirty (30) days of receiving notice.

19. Changes to these Terms

We may update these Terms from time to time. When we do, we will revise the "Last updated" date at the top. For material changes we will give reasonable advance notice by email or in-app message. By continuing to use the Service after the updated Terms take effect, you accept the changes. If you do not agree to the new Terms, you must stop using the Service.

20. Miscellaneous

Entire agreement. These Terms together with our Privacy Policy constitute the entire agreement between you and us regarding the Service and supersede any prior arrangement on the same subject.
Severability. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions remain in full effect.
No waiver. Our failure to enforce a right or provision is not a waiver of that right or provision.
Assignment. You may not assign or transfer these Terms without our prior written consent. We may assign these Terms to an affiliate or in connection with a merger, acquisition, or sale of assets.
Headings are for convenience only and do not affect interpretation.

21. Contact us

Questions about these Terms? Contact us at legal@themobiledoctor.com, call +256 782 926 197 or +256 754 714 999, or visit our contact page.

These Terms reflect how the Service currently operates. They are not legal advice. Where local law gives you stronger rights than those described here, those local rights apply.