BCare Lite – Terms & Conditions

OVERVIEW

BCare Lite is a healthcare service offered by MILVIK Mobile Pakistan (Private) Limited ("BIMA", "MILVIK", "we", "our", or "us"). The Service provides Subscribers with access to 24/7 telemedicine consultations, specialist consultations and referrals, diagnostic support, medicine support, and other healthcare services through BIMA's approved healthcare network.

All healthcare services under BCare Lite begin with a consultation with a BIMA Doctor, who will assess the Subscriber's condition and determine the appropriate clinical pathway and eligible benefits.

FEATURES AND BENEFITS:

The following benefits are available during an active subscription, subject to the applicable annual and monthly limits.

CLINICAL PATHWAY:

BCare Lite follows a managed healthcare model. Every healthcare event must begin with a consultation with a BIMA Doctor. Following clinical assessment, the BIMA Doctor may recommend:

• Health advice only;
• Medicines;
• Diagnostic tests;
• Referral to a General Practitioner;
• Referral to an approved specialist.

Benefits are available only when services are obtained through the pathway determined by the BIMA Doctor.

APPROVED HEALTHCARE NETWORK:

Benefits are available only through healthcare providers, laboratories, pharmacies and specialists approved by BIMA.

Services obtained outside the approved network are not eligible unless specifically approved by BIMA.

BENEFIT LIMITS:

• Monthly limits cannot be carried forward.
• Annual limits apply across the subscription year.

SERVICES NOT COVERED:

The following are not eligible for benefits under BCare Lite:

• Walk-in consultations without referral from a BIMA Doctor.
• Self-medication.
• Medicines purchased without a valid prescription issued through the approved pathway.
• Laboratory test not prescribed by a BIMA Doctor.
• Cosmetic or aesthetic procedures.
• Experimental treatments.
• Wellness products, vitamins and food supplements unless specifically approved within the treatment pathway.
• Emergency medical treatment.
• Hospital admission and inpatient treatment.
• Ambulance services.
• Medical services obtained outside Pakistan.
• Any service not specifically included within the subscription benefits.

ELIGIBILITY:

• The Subscription is available to eligible customers aged 18 years and above.
• Subscription benefits are available only while the Subscription remains active and the applicable subscription charges are successfully collected.
• The Subscription is non-transferable and may only be used by the registered Subscriber.

SERVICE SUBSCRIPTION PERIOD:

• Service remains active for as long as the subscription is successfully renewed.
• Benefits become unavailable if the subscription expires or cannot be renewed.
• BIMA reserves the right to suspend or terminate subscription in cases of fraud, misuse or violation of these Terms.

DISCLAIMER/ TERMS OF USE OF BIMA FAMILY TELEMEDICINE

TERMS OF USE

This document is an agreement between you and Milvik Mobile Pakistan, which contains the terms and conditions you agree to when you use the BCare Lite product. If you do not agree to these terms and conditions, you are not authorized to access or use our services. We may update these terms of use from time to time. We encourage you to review these terms periodically. Your continued use of our services (as defined below) indicates your acceptance of the changed terms of use.

Any reference to “MILVIK”, “BIMA”, “our”, “us”, or “we” are references to MILVIK Mobile Pakistan (Pvt.) Limited, a private company registered in Pakistan (company number 90585).

1. SERVICES PROVIDED:

MILVIK provides real-time medical consultations with licensed physicians (“BIMA Doctors”) through telephone, video, SMS, apps or other means for the purpose of providing advice and/or recommendations on medical and health issues (“Services”). MILVIK may also offer other health-related services provided in partnership with local providers, which may include hospitals, diagnostic laboratories or pharmacies (together with the BIMA Doctors, the “Providers”).

MILVIK facilitates access to Providers who have agreed to provide medical and health advice and services to customers. It does not interfere with the practice of medicine or other licensed professions by BIMA Doctors and MILVIK does not impose any guidelines or protocols that restrict the actions of BIMA Doctors.

2. USE OF MILVIK HEALTH SERVICES IS NOT FOR EMERGENCIES:

Our Services are NOT for use in potential or actual medical emergencies or if you have a condition that you know will require a physical examination. If this is the case, you should visit your nearest emergency room. You must not delay your visit to the emergency room in anticipation of obtaining medical advice from a BIMA Doctor through MILVIK.

3. RELATIONSHIP WITH YOUR PRIMARY CARE PHYSICIAN:

Your interaction with the BIMA Doctors through our Services is not intended to replace your relationship with your existing primary care physician or other healthcare professional or be your permanent medical access point. You should seek emergency help or follow-up care when recommended by a BIMA Doctor or when otherwise needed and continue to consult with your primary care physician and other health care professionals as necessary. Consult your primary care physician or health care professional as relevant if you have any questions about any symptoms or medical condition, and before starting or stopping any treatment by your physician or health care professional.

4. MEDICATION POLICY:

MILVIK will provide you with access to BIMA Doctors that are appropriately qualified and experienced to practice medicine. Subject to all applicable laws, such BIMA Doctor may recommend a medication as deemed appropriate. BIMA Doctors cannot guarantee the availability, effectiveness, authenticity, reliability, safety, legality or quality of the recommended medicine. MILVIK does not guarantee that a BIMA Doctor will recommend or issue medication, and does not endorse, recommend or make any representation or warranty about the medicines recommended or prescribed by the BIMA Doctor.

You agree that any medication recommended to you from a BIMA Doctor shall be solely for your personal use. You agree to fully and carefully read all product information and labels before use and to contact a physician or pharmacist if you have any questions regarding the medicine. You agree that you are using our Services only for yourself, or on behalf of a child under 18 in your capacity as his/her parent or legal guardian, provided that you supervise the child’s use of the Services at all times. MILVIK may suspend services or terminate customer accounts if we reasonably suspect that such accounts are being used in breach of the restrictions in this section.

5. PRIVACY POLICY:

When you sign up for the Services, you agree that the Providers will communicate with you, by sending information, messages and notices to you. These messages may be conveyed or sent via email, SMS, notifications, etc, using the contact information associated with your account, which includes the information you provide when you register or update information in your account settings. You also agree that MILVIK may retain your medical records and that such records will be held in compliance with all applicable laws. MILVIK may record calls and other communications with you for quality assurance purposes.

6. INTELLECTUAL PROPERTY RIGHTS:

You may communicate materials containing our copyrights, trademarks, trade secrets, patents, or other intellectual property rights (“IPR”) to your physician or health care professional only. You are not permitted to copy, distribute or make any business use of our IPR.

7. INFORMED CONSENT:

Tele-health is the delivery of health care services using interactive audio and/or video technology, where the patient and the BIMA Doctor are not in the same physical location. During your tele-health consultation with a BIMA Doctor detail of your medical or health history and personal health information may be discussed through the use of interactive audio, video, and/or other telecommunications technology, and the BIMA Doctor may perform a physical exam through these technologies. Depending on your medical or health history and/or specific complaint, you may be asked to provide information through other electronic means and verify your identity with a national identity card or other legal document.

8. LIMITATIONS OF TELE-HEALTH:

There are potentials risks associated with the use of tele-health, including, but not limited to:

1. In some instances, the information transmitted may be of insufficient quality to allow for appropriate medical or health care decision making by the BIMA Doctor (i.e., poor call quality, poor resolution of images, etc.);
2. Delays in evaluation or treatment could occur due to failure of the electronic equipment or technical failures outside of our control. We are not responsible to you if this happens, but if it does, we will notify you as soon as we can and take the steps that we reasonably can to minimize the interruption to the Services;
3. In some instances, a lack of access to your complete medical records and incomplete or inaccurate disclosure by the patient may result in adverse drug reactions or allergic reactions or other judgment errors;
4. Although the electronic systems we use will incorporate networks and software security protocols to protect the privacy and security of health information, in some instances, security protocols may fail and cause a breach of privacy and/or personal health information.

9. FAIR USAGE

BIMA reserves the right to investigate unusual or excessive utilization of services. Benefits may be suspended or cancelled where misuse, fraudulent activity, misrepresentation or commercial use of the membership is identified.

10. CHANGES TO BENEFITS

BIMA may update the service benefits, provider network, support limits or these Terms & Conditions from time to time. Members will be informed through SMS, email, mobile application or any other appropriate communication channel. Continued use of the services constitutes acceptance of the updated Terms & Conditions.

11. COMPLAINTS AND FEEDBACK:

You can always give us feedback on our Services by calling 042-111-112-462 or emailing us at Customer.Care@milvikpakistan.com

If you have a complaint about our Services, we would like to resolve it as soon as possible. Please tell us about your complaint as soon as you can so that we can do this. We may ask you for certain details about you and your complaint to address it. Please provide this as soon as you can so that we can resolve your complaint quickly. We will tell you the outcome of our investigation into your complaint and give you the chance to discuss it with us. If we find that we have broken any of these terms and you suffer loss or damage, we are responsible for compensating you for that loss or damage if it was a foreseeable result of our breaking up of these terms. We are not responsible for compensating you for indirect, incidental, special or consequential damages.

These terms are governed by Pakistani laws, and the Pakistani courts shall have exclusive jurisdiction to hear any claim arising out of or in connection with these terms or the use of our products and services.

12. ACCEPTANCE OF THESE TERMS OF USE:

By using the Services, you acknowledge that you understand and agree with the following:

• While benefits may be expected from the use of tele-health, no results can be guaranteed or assured, my situation may not be addressed or improved, and in some cases, it can get worse;
• If you think you have a medical emergency or if you have a condition that you know will require a physical examination, you are responsible for visiting your nearest emergency room;
• The Services are not suitable for unsupervised use by persons under 18;
• Subject to all applicable laws, our BIMA Doctor may decide that tele-health services are not appropriate for some or all of your treatment needs and, accordingly, may elect not to provide tele-health services to you through MILVIK.