Terms of Service

1.1 The website https://www.kottakkalayurveda.ae (the “Website”) is operated by Kottakkal Ayurvedic Treatment Center(“Kottakkal Ayurveda”, “we”, “us” or “our”), an Ayurvedic healthcare provider operating in the United Arab Emirates.

1.2We provide services from the following centers (each a “Center”):

• Ajman (head office)
• Deira, Dubai
• Satwa, Dubai
• Sharjah

Full addresses, telephone numbers and opening hours for each Center are published on the Contact page of the Website.

1.3 Our Centers and practitioners operate under licences issued by the competent UAE health authorities for the relevant emirate. Services are delivered only within the scope of those licences.

3.1 Information only. Content on the Website, including articles, blog posts, FAQs, videos and social media content, is provided for general educational and informational purposes. It is not medical advice, does not constitute a diagnosis, and is not a substitute for an individual consultation with a qualified healthcare professional.

3.2 No practitioner–patient relationship through the Website. Reading content on the Website, or submitting an enquiry or appointment request, does not create a practitioner–patient relationship. That relationship begins only when you are assessed by a Practitioner.

3.3 Not for emergencies. The Website, our enquiry forms, email, WhatsApp and social media channels are not monitored for medical emergencies. If you are experiencing a medical emergency, call 998 (Ambulance) or 999 (Police), or go to the nearest hospital emergency department immediately.

3.4 Accuracy of content. We make reasonable efforts to keep Website content accurate and up to date, but we do not warrant that it is complete, current or error-free. Service availability, Practitioner schedules, prices and insurance arrangements may change without notice.

3.5 Acceptable use. You agree not to:

• use the Website for any unlawful, fraudulent or misleading purpose;
• submit false, inaccurate or another person's information without their authority;
• attempt to gain unauthorised access to the Website, its servers or any connected systems;
• introduce viruses, malicious code or anything that may disrupt the Website;
• scrape, copy or harvest Website content or data by automated means without our written permission;
• use our name, logo or branding in a way that suggests an association with us that does not exist, including on third-party listing, booking or directory platforms.

4.1 Booking channels. Appointments may be requested through the Website appointment form, our toll-free number 800 29878332, branch telephone or WhatsApp numbers, or in person at a Center.

4.2 Requests are not confirmations. An appointment request submitted online is a request only. An appointment is confirmed only when we confirm the date, time and Center to you by phone, SMS, WhatsApp or email.

4.3 Official channels only. We accept bookings only through the channels listed on our Website. We are not responsible for bookings, prices, services or payments made through third-party websites, apps or listings that are not operated or authorised by us.

4.4 Accurate information. You must provide accurate and complete personal, contact and (where relevant) insurance details when booking.

4.5 Minors.Patients under 18 years of age must be accompanied by a parent or legal guardian, who must give consent to consultation and treatment on the minor's behalf and remain responsible for payment.

5.1 Assessment first. All treatment plans are recommended by a Practitioner following an individual consultation and assessment. The type, duration and frequency of treatment are determined by the Practitioner based on clinical judgement and may differ from any description on the Website.

5.2 Your health information. You agree to disclose fully and honestly your medical history, current conditions, allergies, medications (including supplements), pregnancy or breastfeeding status, recent surgery, and any other information relevant to your care. Treatment may be modified, postponed or declined if information is incomplete or if a Practitioner considers a therapy unsuitable for you.

5.3 Informed consent. Before any therapy or procedure, your Practitioner will explain the proposed treatment, its purpose, and any relevant precautions. You may be asked to sign a consent form. You may ask questions at any time, and you may withdraw consent and stop treatment at any time.

5.4 Continuing other medical care. Ayurvedic treatment is provided alongside, not in place of, care from your other healthcare providers. Do not stop, reduce or change any prescribed medication or treatment without first consulting the doctor who prescribed it. We recommend you inform your other healthcare providers that you are receiving Ayurvedic treatment.

5.5 No guarantee of outcome.Individual responses to treatment vary depending on each person's condition, health history, adherence to advice and other factors. We do not promise or guarantee any particular result, recovery, or timeframe, and nothing on the Website or in our communications should be read as such a promise.

5.6 Following advice. Many Ayurvedic treatments involve dietary, lifestyle and post-therapy guidance. You are responsible for following the instructions given by your Practitioner and for informing us promptly of any discomfort, adverse reaction or change in your health during or after treatment.

5.7 Therapist arrangements. Therapies involving physical contact are provided in accordance with applicable UAE health regulations and our clinic policies, including same-gender therapist arrangements where required.

5.8 Right to refuse or discontinue. We may decline to provide, or discontinue, a Service where a Practitioner considers it clinically inappropriate, where required by law or regulation, or in the circumstances described in Section 13 (Conduct).

6.1 Scope of service. Home-based services, including postnatal home care, are available only in the areas we serve, subject to Practitioner availability and to the scope of our licences for home-based care.

6.2 Home visit requirements. For home visits, you agree to:

• provide an accurate address and access instructions;
• provide a safe, clean and suitably private space for treatment;
• ensure a responsible adult (other than the Practitioner) is present at the premises throughout the visit;
• secure pets and remove hazards before the Practitioner arrives.

6.3 Practitioner safety. Our Practitioners may decline to begin, or may end, a home visit if they consider the environment unsafe or unsuitable, or if they are subjected to inappropriate conduct. In those circumstances the visit may be charged in full.

6.4 Nature of care. Home-based services are scheduled, visit-based care. They are not residential, live-in or 24-hour nursing care unless expressly agreed in writing.

7.1 Personal to Patient. Packages are recommended following consultation and are personal to the Patient named on the Package. They may not be transferred, shared or resold unless we agree in writing.

7.2 Validity period. Where a validity period applies to a Package, it will be stated on your invoice or written Package terms at the time of purchase. Sessions not used within that period will expire.

7.3 Clinical adjustments. If a Practitioner determines that a Package is no longer clinically suitable for you (for example, due to a change in your health), we will work with you to adjust the treatment plan. Any refund for unused sessions will be handled under Section 11.

8.1 Prices. Prices are quoted in UAE Dirhams (AED) and are inclusive of VAT at the prevailing rate unless stated otherwise. Prices displayed on the Website, social media or in advertisements are indicative and may change. The price confirmed at the time of booking or on your invoice applies.

8.2 When payment is due. Payment is due at the time of service unless otherwise agreed. Packages are payable in advance at the time of purchase.

8.3 Payment methods. We accept payment by the methods displayed at each Center, which may include cash, debit and credit cards, and approved buy-now-pay-later providers such as Tamara and Tabby.

8.4 Buy-now-pay-later providers.Instalment plans offered through Tamara, Tabby or any other third-party provider are provided by that provider, not by us. Eligibility, approval, instalment amounts, fees and repayment are governed by that provider's own terms and conditions. We are not responsible for the provider's decisions or for any charges it applies.

8.5 Invoices. A tax invoice will be issued for all paid Services in accordance with UAE VAT requirements.

9.1 Accepted insurers. We accept selected health insurance plans. The current list of accepted insurers and networks is available from our Centers and toll-free number and may change without notice.

9.2 Coverage terms. Insurance coverage is determined by your insurer and your individual policy, not by us. Coverage for any consultation or treatment is subject to:

• your insurer and plan being accepted at the Center you visit;
• your policy covering Ayurvedic or complementary treatment;
• pre-approval (prior authorisation) from your insurer where required;
• your policy limits, exclusions, deductibles and co-payments.

9.3 Identification & pre-approval.You must present a valid insurance card and Emirates ID (or other accepted identification) at each visit. We will request any required pre-approval on your behalf, but approval is at your insurer's discretion.

9.4 Patient responsibility. You are responsible for paying any amount not covered by your insurer, including co-payments, deductibles, excluded services, and any claim that is rejected, reduced or reversed by the insurer, whether before or after treatment.

9.5 Pre-approval delays. If pre-approval has not been received at the time of your appointment, you may choose to reschedule, or to proceed as a self-paying Patient.

10.1 Clinic appointments. If you need to cancel or reschedule a Center appointment, please notify us as early as possible. Any minimum notice period that applies will be communicated to you when your appointment is confirmed.

10.2 Home visits.If you need to cancel or reschedule a home-based appointment, please notify us as early as possible so the Practitioner's visit can be reallocated. Any minimum notice period that applies will be communicated to you when your appointment is confirmed.

10.3 Late or missed notice.Appointments cancelled with less notice than required, or missed without notice (“no-shows”), may be subject to a cancellation charge, which will be communicated to you when your appointment is confirmed, or, for Packages, counted as a used session.

10.4 Late arrival. If you arrive late, your session may be shortened to fit the remaining time, or rescheduled, and the full fee may still apply.

10.5 Cancellation by us. If we need to cancel or reschedule an appointment (for example, due to Practitioner illness or circumstances beyond our control), we will notify you as early as possible and offer an alternative time or a refund of any prepayment for that session.

11.1 Delivered services. Consultations and treatments already delivered are non-refundable.

11.2 Unused package sessions. Refunds for unused, prepaid Package sessions may be considered on request, and where approved will be calculated on the basis of sessions used charged at the standard single-session price, less any applicable fees.

11.3 Refund method. Approved refunds are made to the original payment method. Card refunds are processed as soon as reasonably practicable after approval; the time for funds to appear depends on your bank. Refunds for purchases made through Tamara, Tabby or another provider are processed through that provider under its terms.

11.4 Insurer payments. Amounts paid by your insurer are not refundable to you; any adjustment is made with the insurer.

11.5 Consumer protection law. Nothing in these Terms affects any rights you have under Federal Law No. 15 of 2020 on Consumer Protection or other applicable UAE law that cannot be excluded by agreement.

12.1 Personal dispensing. Ayurvedic medicines and oils are dispensed on the recommendation of a Practitioner for the named Patient only. Do not share them with others.

12.2 Safe usage. Use medicines and products only as directed, follow storage instructions, and stop use and contact us (or seek medical care) if you experience any adverse reaction.

12.3 Hygiene & safety returns. For health and safety reasons, medicines and products that have left our premises cannot be returned or exchanged, except where the item supplied was incorrect, damaged or defective at the time of supply. Please report any such issue to us as soon as possible, with your invoice.

13.1 Respectful environment. We are committed to a safe and respectful environment for Patients and staff. You agree to treat our Practitioners, staff and other Patients with courtesy and respect.

13.2 Zero tolerance. We may refuse or end a Service, and may decline future bookings, where a Patient or companion behaves in an abusive, threatening, discriminatory, harassing or inappropriate manner, is under the influence of alcohol or drugs, or fails to follow reasonable clinic rules. Fees may still apply.

13.3 Personal belongings. Please do not bring valuables to treatment sessions. We are not responsible for loss of or damage to personal belongings, except where caused by our negligence.

14.1 Records retention. We maintain medical records for each Patient in line with applicable UAE health regulations, including Federal Law No. 2 of 2019 on the Use of Information and Communications Technology in Health Fields. You may request access to or a copy of your records in accordance with applicable law.

14.2 Personal data protection. We collect and process personal data, including health data, in accordance with our Privacy Policy and applicable UAE data protection law, including Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data. Please read the Privacy Policy to understand how we handle your information.

14.3 Service communications. By providing your contact details, you agree that we may contact you by phone, SMS, WhatsApp or email about your enquiries, appointments, reminders, pre-approvals, invoices and follow-up care.

14.4 Marketing communications. We will send promotional communications only where permitted by law. You may opt out at any time by using the unsubscribe link or by contacting us using the details in Section 22.

15.1 Genuine feedback.If you submit reviews, comments, feedback or other content to us or about us on our Website or official channels, you confirm that it reflects your genuine, personal experience and does not contain unlawful, defamatory, offensive or misleading material, or another person's private information.

15.2 Individual experiences. Any testimonials or patient experiences published by us describe individual experiences only. They are not typical results and are not a promise or indication of outcome for any other person.

15.3 Moderation & compliance. We may moderate, decline to publish or remove any user content at our discretion, including content that does not comply with UAE healthcare advertising regulations.

16.1 Ownership. All content on the Website, including text, graphics, photographs, videos, logos, trade names, page layouts and software, is owned by or licensed to Kottakkal Ayurvedic Treatment Center and is protected by UAE and international intellectual property laws.

16.2 Limited licence. You may view and print Website content for your own personal, non-commercial use. You may not copy, reproduce, modify, distribute, republish or use any content, or our name or logo, for commercial purposes or on any third-party platform without our prior written consent.

16.3 Third-party marks. Other trademarks and names referred to on the Website belong to their respective owners.

17.1 Links for convenience. The Website may contain links to, or integrations with, third-party websites and services, including maps, social media platforms, insurers, and payment or instalment providers. These are provided for convenience only.

17.2 Independent third parties. We do not control and are not responsible for the content, availability, privacy practices or terms of any third-party website or service. Your use of them is at your own risk and subject to their terms.

17.3 Third-party directory listings. Listings about Kottakkal Ayurveda on third-party directories, booking platforms or marketplaces that are not operated or authorised by us may contain inaccurate information about our services, prices or locations. Always confirm details through our official Website or toll-free number.

18.1 “As is” availability.The Website is provided on an “as is” and “as available” basis. We do not guarantee that the Website will be uninterrupted, secure or free of errors, viruses or other harmful components, and we may suspend, change or withdraw any part of it without notice.

18.2 Exclusion of warranties. To the fullest extent permitted by law, we exclude all warranties regarding the Website and its content, whether express or implied.

19.1 Statutory liability. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under UAE law, including liability under Federal Decree-Law No. 4 of 2016 on Medical Liability, or liability for death or personal injury caused by negligence, or for fraud.

19.2 Excluded losses. Subject to Section 19.1, and to the fullest extent permitted by law, we are not liable for:

• any loss arising from reliance on general information published on the Website without an individual consultation;
• any loss arising from your failure to disclose relevant health information or to follow Practitioner advice and instructions;
• decisions made by your insurer or by any third-party payment or instalment provider;
• any indirect, incidental or consequential loss, or loss of profit, business or opportunity arising from use of the Website;
• any delay or failure to perform caused by events beyond our reasonable control.

21.1 Changes to these Terms.We may update these Terms from time to time. The updated version will be published on this page with a revised “Last updated” date and applies from the date of publication. Services already booked will be provided under the Terms in force at the time of booking, unless a change is required by law.

21.2 Governing law. These Terms are governed by the laws of the United Arab Emirates as applied in the relevant emirate.

21.3 Jurisdiction. Disputes relating to Services provided at, or from, a particular Center are subject to the jurisdiction of the competent courts of the emirate in which that Center is located. Disputes relating solely to use of the Website are subject to the jurisdiction of the competent courts of the Emirate of Ajman. We encourage you to contact us first so we can try to resolve any concern informally.

21.4 Language. These Terms may be made available in English and Arabic. In the event of any inconsistency, the English version prevails to the extent permitted by applicable law.

21.5 Severability. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions remain in full force and effect.

21.6 No waiver. A failure or delay by us in enforcing any provision of these Terms is not a waiver of our right to enforce it later.

21.7 Entire agreement. These Terms, together with our Privacy Policy, any consent forms you sign, and any written Package terms provided at purchase, form the entire agreement between you and us regarding the Website and Services.