Terms and Conditions

Last updated: 9 October 2026

Introduction and definitions

Under the E-Commerce Law issued by Royal Decree in the Kingdom of Saudi Arabia, these terms form a binding contract between the Ihala platform (as the service provider) and the user (consumer or healthcare practitioner).

  • Platform: the Ihala app and website.
  • Service provider: the doctor, clinic or healthcare practitioner contracted with the platform.
  • Beneficiary: the person who uses the platform to book appointments or obtain services.

1. Nature of the service (technical intermediary)

Ihala is an intermediary technology platform that facilitates connecting beneficiaries with healthcare providers. The platform does not provide medical services directly and does not intervene in diagnosis or treatment; full medical and professional responsibility remains with the participating service provider.

2. Eligibility and registration

  • The service provider (doctor/clinic) must hold valid licenses from the competent authorities (Ministry of Health, Saudi Commission for Health Specialties).
  • The user must provide accurate data (name, mobile number, ID) to ensure accurate booking and communication.

3. Payment and digital wallet (Cashback)

  • The platform uses secure, approved payment gateways (such as Apple Pay and mada cards).
  • Cashback is a promotional feature added to the digital wallet inside the app; the wallet balance may not be converted into cash outside the app except at the management's discretion.

4. Cancellation and refund (per the E-Commerce Law)

  • The beneficiary may cancel a booking and recover the balance within 7 days of the payment date, provided the service has not been used and no actual appointment has been confirmed.
  • If part of the service has been provided, the cost is calculated based on the facility's base price, and the remainder is deposited in the app wallet.

5. Limitation of liability

Ihala is not responsible for any medical errors, appointment delays by clinics, or any damages arising from the direct relationship between the patient and the doctor. Our role ends once the technical coordination and booking are completed.

6. Governing law

This agreement is governed by the laws of the Kingdom of Saudi Arabia, and the courts of the Kingdom have jurisdiction over any dispute arising from it.

In case of any difference between the Arabic and English versions, the Arabic version prevails.