Terms of Use and Payment

1Nature of the service

Doctors.sy is a technology platform that connects patients with doctors and medical facilities, and lets doctors and facility owners manage their clinics, staff, appointments and wallet. The platform is not a medical provider: it does not itself provide diagnosis, treatment or medical advice, and it is not responsible for medical decisions made by any doctor registered on it. Doctors.sy is duly licensed by the Syrian Ministry of Health and the National Authority for Network Services in Syria as a technology platform for medical services.

2Eligibility and account creation

• You must be 18 or older to create an independent account; a minor’s account may only be created and managed by their guardian.
• A doctor or facility must provide valid, current professional licence details before the account is activated to receive bookings.
• You are responsible for the accuracy of the data you enter and for keeping your login credentials confidential, and you must notify us immediately if you suspect any unauthorised use.
• The doctor or facility owner sets the permissions of every staff member they add, and remains responsible for supervising them and revoking their access when their work ends.

3Bookings and appointments

The system lets patients search for a doctor or facility and book an appointment or an online consultation. A booking is confirmed once it appears as "Confirmed" in both the patient’s and the provider’s accounts. The doctor or facility may reschedule or decline a booking for professional or operational reasons, provided the patient is notified immediately through an in-app notification, WhatsApp or SMS.

4Cancellations and no-shows

A patient may cancel any booking — remote or in-person — free of charge up to 6 hours before its scheduled time. If a patient misses a remote consultation without cancelling within that window, 20% of the consultation fee is deducted from their in-platform wallet as compensation to the doctor for the reserved time. No financial penalty applies to in-person bookings for a no-show or late cancellation; however, Doctors.sy monitors repeated behaviour: the user receives a warning for each occurrence, and after 4 no-shows or late cancellations the account is blocked from making new bookings for one week to protect doctors’ and facilities’ schedules. Either party may also reschedule the appointment directly through the platform. Doctors.sy is not liable for losses resulting from late cancellation or absence by either party beyond the limits stated above.

5Online consultations

The platform enables remote medical consultations between patient and doctor. The patient acknowledges that remote consultations have medical limitations and that the doctor may request an in-person visit if the case requires it. The doctor alone remains responsible for deciding whether a remote consultation is appropriate for the patient’s condition.

6Prices, commissions and subscription fees

Doctors and facility owners are completely free to set the prices of the services they list on the platform. Doctors.sy charges under two separate pricing models:

• Booking commission (online consultations only): a commission of 20% of the remote consultation fee is added on top of the price set by the doctor, so the patient pays the listed price plus the commission while the doctor’s wallet is credited with the full price they set. This commission does not apply to in-person bookings.
• Featured listing subscription (Sponsor): an optional fixed monthly or annual fee paid by a doctor or facility wishing to appear as the top result in search results or to fund advertisements within the platform. This fee is entirely separate from the booking commission and has no effect on the ranking of non-sponsored results.

The final price is shown clearly to the patient before the booking is confirmed, and doctors and facilities see a clear statement of amounts due, commissions and deducted fees in their dashboard.

7The e-wallet

When a booking or consultation is completed and paid for, the amounts due to the doctor or facility are credited to their in-platform e-wallet after deducting the agreed commission or fees. Doctors and facility owners can view their balance and transaction history at any time from their dashboard.

8Available payment methods

The platform supports two main methods for collection and withdrawal:

• Stripe: for collecting patient payments by bank card and for transferring wallet balances when a withdrawal is requested. These transactions are also subject to Stripe’s own terms and policies.
• Paymera: the Syrian e-payment company, for collecting payments and transferring wallet balances within Syria. These transactions are also subject to Paymera’s own terms.

Doctors.sy does not store your full bank card details; they are processed directly by the selected payment provider.

9Wallet withdrawal requests

Doctors and facility owners can request a withdrawal of their available wallet balance via Stripe or Paymera from their dashboard, under the following conditions:

• Minimum withdrawal: USD 500 (or equivalent) per withdrawal request.
• Processing time: 3 to 5 business days from the date of the request; the actual time varies according to each payment gateway’s (Stripe or Paymera) transfer processing schedule.
• Withdrawal fees: processing fees set by the selected payment provider (Stripe or Paymera) are deducted from the withdrawal amount, and are shown clearly to the doctor or facility before the request is confirmed.

Processing may be delayed for reasons beyond Doctors.sy’s control relating to the payment provider itself or to bank verification procedures.

10Refunds

If a prepaid booking is cancelled in accordance with the cancellation policy (section 4), its value is refunded to the original payment method or to the patient’s in-platform wallet, as applicable, within a reasonable period following the payment provider’s schedule. Doctors.sy is not responsible for refund delays caused by the external payment provider.

11Tax obligations

Each doctor or facility owner remains responsible for declaring the income they earn through the platform and for meeting any resulting tax obligations under applicable Syrian law. Doctors.sy does not act as a tax adviser and is not responsible for its users’ tax obligations.

12Intellectual property and content

All intellectual property rights in the platform’s design, source code and trademark belong to Masri & Jazairi For Trading LLC. Each doctor or facility retains ownership of the content they upload (photos, service descriptions), while granting Doctors.sy a non-exclusive licence to display that content on the platform solely to provide the service to patients.

13Prohibited uses

• Providing false or expired identity or professional licence details
• Using a staff account beyond the permissions granted to it, or sharing account login details with an unauthorised party
• Using patient data accessed through the platform for any purpose other than providing the agreed medical service
• Creating fake bookings, manipulating the wallet system or attempting to defraud payment providers
• Attempting to breach or disrupt the platform, or gaining unauthorised access to other users’ data

14Doctor’s professional liability and medical disclaimer

Each doctor or facility bears full and sole responsibility for the accuracy of diagnosis, the appropriateness of treatment, and compliance with professional standards and the medical laws in force in Syria. Doctors.sy acts solely as a technology intermediary and accepts no liability for any medical error, negligence or harm resulting from a decision or action of a doctor or facility registered on the platform.

15Limitation of platform liability

Doctors.sy makes reasonable efforts to keep the platform running and its financial transactions secure, but it does not guarantee that the service will be entirely free of technical interruptions or occasional errors. Doctors.sy is not liable for any indirect damage or loss of profits arising from use of the platform, except where caused by its gross negligence or wilful misconduct, and without prejudice to mandatory provisions of Syrian law from which liability cannot be excluded.

16Indemnification

Every user agrees to indemnify Doctors.sy against any claim, damage or cost (including reasonable legal fees) arising from their breach of these terms, their unlawful use of the platform, or their failure to meet their professional obligations towards their patients.

17Account suspension or termination

Doctors.sy may suspend or terminate any account immediately in the event of a serious breach of these terms (false licence details, financial fraud, violation of patient privacy), notifying the user of the reason and of their right to request a review of the decision within a set period via legal@doctors.sy. Any user may request to close their account at any time, provided any outstanding financial matters (wallet balance, pending withdrawal request) are settled before final closure.

18Force majeure

Doctors.sy is not liable for any delay or failure to perform its obligations caused by circumstances beyond its reasonable control, including widespread internet or power outages, failure of external payment providers (Stripe, Paymera), or other force majeure events.

19Governing law and dispute resolution

These terms are governed by and construed in accordance with the laws in force in the Syrian Arab Republic. If a dispute arises, the parties will first seek to resolve it amicably via legal@doctors.sy; failing that, the competent Syrian courts shall have jurisdiction.

20Changes to these terms

We may update these terms from time to time to keep pace with the service or new legal obligations. The date of the update is published clearly at the top of the page, and we notify users of any material change by email, WhatsApp or in-platform notification at least 30 days before it takes effect. Continued use of the platform after publication constitutes acceptance of the update.