Last updated: October 2024

Welcome to Pura. The Pura App (“App”), along with all associated applications, websites, services, and other sites linked to the App is operated and owned by Pure Health Medical Supplies L.L.C., its subsidiaries and affiliates (“PHMS”, “we”, “our” or “us”). 

 

The App is a digital platform through which you (“you”, “your” or “Individuals”) can access the range of services made available by PHMS and our partners and/or service providers (together referred to as “Service Provider(s)”). The wide range of services and/or procedures made available by us on the App, include but are not limited to the following:

• Self-care services and features;
• Insurance claim solutions;
• Health and follow-up services;
• Monthly, quarterly, bi-annual subscriptions (Subscriptions);
• Online pharmacy and home delivery services; and
• Tele-consultation through our “Online Doctor” services;

(together referred to as the “Services”).

1. Terms
   1. These terms and conditions (“Terms of Use“) and the Pura Privacy Policy (together the “Terms“) are a contractual agreement between you and us. These Terms govern your access to and use of the App. By downloading or accessing the App, or by otherwise using or attempting to use the Services, you agree to be bound by these Terms. Please do not use the App if you do not agree with these Terms.
   2. We may amend these Terms at any time by posting an updated version. We encourage you to check the Terms regularly for any amendments. 
   3. Your continued use of the App will constitute your express consent to these Terms. The “Last Updated” legend above indicates when these Terms were last changed.
   4. Additional terms and conditions may apply to specific sections or features of the App, of which all terms constitute an integral part of these Terms. You agree to abide by such other terms and conditions, further stipulating that, if relevant, you affirm your legal capacity to consent to the aforementioned terms and conditions.”
   5. Nothing in these Terms affects your statutory rights, either as a consumer or otherwise.

 

2. Accounts
   2. You must register to explore the App. By registering and creating an account, you will have access to the Services, Subscriptions, and other features on our App. When you register, you consent to provide your correct and precise personal and health data. Please check our Privacy Policy to know how your personal data will be used and stored.
   3. To create your profile on the App, you are required to provide true, accurate, complete and current information (including your Name, Date of Birth, Email Address, Phone Number, National Identification document and other details) as requested during the account creation process. Alternatively, you may use the UAE Pass feature to sign up and create your profile. If you link your UAE Pass account, some of the information will be pre-filled during the account creation process. To complete the account creation process, we will also require your height, weight, and gender details; connecting your eligible fitness device to the App is optional and the device’s applicable terms and conditions will apply.
   4. If you are an individual who is below 18 years of age, you may register an account with your parent/guardian’s consent. 
   5. By registering yourself on the App, you warrant that the details you provide are correct and complete and you agree that you will inform us immediately with any changes to those details (e.g. change of email or phone number). You can access and update your details using the “Profile” area of the App. You authorise us to use any provided information during the registration process to verify your information (including any updated information). Your application for registration must otherwise be acceptable according to our own absolute discretion. 
   6. You are responsible for maintaining the confidentiality of your profile and password and preventing unauthorised access to your profile. You accept to bear the responsibility for all activities that occur under your profile. Please take all necessary steps to ensure that your password is kept confidential and secure. Please inform us immediately if you have any reason to believe that your password has become known to anyone, or is being, or likely to be, used in an unauthorized manner. We will never request your password through electronic messages. 
   7. We reserve the right to refuse access to the App, terminate profiles, remove, or edit content, or cancel Services at our discretion. 

 

3. Data Usage
   3. The personal data provided during App usage shall be handled in conformity with our Privacy Policy, the provisions of which are herein adopted and constitute an integral component of these Terms.
4. Scope of the Services

Subscriptions 

4.1 Introducing our new Subscriptions feature, designed to enhance your healthcare experience. With flexible options available—monthly, quarterly, semi-annually, or annually—you can choose a plan that best suits your needs.

Your Subscription grants you access to a wide range of our services, resources, and expert support, all tailored to help you manage your health effectively.

Payments will be securely processed through PayTabs, ensuring your financial information is protected. By subscribing, you agree to adhere to PayTabs’ terms of use and privacy policy, which outline how your data is handled and your rights as a user insuring your payment information are safely processed.

4.2 Payment and Credit Allocation Terms

For each Subscription plan, payment will be collected in advance. Subscribers will receive a designated number of credits for specific consultations, which can be accessed through the VCP or within the Diabetes Care module once it is available. Pura will store an encrypted token and transaction reference in our database. This token, generated by PayTabs, will enable us to facilitate recurring payments.

4.3 Subscription Management and Cancellation

Users can view and manage their subscription details, including renewal dates and payment methods, in the “Manage Subscriptions” section of the Pura App. 

Subscriptions can be cancelled at any time through the App by selecting “Manage Subscription.” 

Once cancelled, the subscription will remain active until the end of the current billing cycle, and no refunds will be provided for unused portions of the subscription, except in cases of technical failure, and this includes: 

– Issues that hinder users from accessing their subscription services  

– Duplicate charges to the user’s account resulting from a technical error  

Users cannot request a refund solely due to dissatisfaction with the product or a change of mind.

Users will continue to enjoy subscription benefits until the conclusion of the current billing period.

4.4 Refund Request Review Process

Upon receiving a refund request, Pura team will assess the case. The review may take up to 14 business days to determine the validity of the refund based on the outlined terms. If approved, the refund will be processed back to the original payment method within 10-15 days.

4.5 Non-Refundable Cases 

Refunds will not be issued for cases that are not related to the App’s technical performance or for personal preferences, such as dissatisfaction with the subscription content. Subscriptions cancelled after the renewal payment has been processed are also non-refundable unless they fall under the technical issues.

 

4.6 Automatic Renewal

Subscriptions will automatically renew at the conclusion of each billing cycle using the payment method specified by the user, unless cancelled in advance or suspended due to payment issues.   

It is the user’s responsibility to maintain a valid and up-to-date payment method to prevent any service interruptions.  

Users will receive a push notification 3 days prior to their subscription renewal date as a reminder.   

 

Online Doctor Service

5. Online Doctor is a virtual (and/or telehealth) consultation Service on the App through which you can book an appointment for the purposes of seeking medical advice from doctors and physicians officially registered and licensed at SEHA hospitals and AHS clinics in the UAE.
6. The Online Doctor Service is not made for emergencies; in case of emergencies, we recommend you directly call the relevant emergency services.
7. To book an appointment through the Online Doctor Service, you may be required to provide additional information, including health data (which is processed in accordance with our Privacy Policy). 
8. We may share your information with our Service Provider, Salamtak, to generate your unique SEHA ID. Once your unique SEHA ID is created, you will be able to book an appointment at a specific time and date through the App. Salamtak shall undertake the processing of all information provided by you and subsequently disclose it to the designated doctors and physicians for the purpose of furnishing the Online Doctor Service.
9. You acknowledge and agree that the Online Doctor Service may be recorded for quality control purposes and for the purpose of maintaining your health data records.
10. You represent, warrant, and agree that any and all advice provided to you by the physicians and doctors through the Online Doctor Service shall depend entirely on the accuracy of the description of your medical condition and symptoms explained by you.

 

Fit Coins

5. The App provides self-care Services by connecting your smart fitness devices to track your physical activity and daily routine. 
6. The App rewards you through fit coins for completing ongoing challenges available on the App by tracking your daily calories. Calculation of your score to convert it to fit coins is based on your basic characteristic data, which may include biometric data, laboratory reports, fitness and other activity data. 

Pure Score

Diabetes Care

6. Our app offers a comprehensive ‘Diabetes Care’ feature designed to support your health journey.
7. You have the choice to either make a single purchase or subscribe to the Diabetes Care feature on the App. Once payment is received, we will dispatch the Continuous Glucose Monitoring (CGM) device, referred to as the third-party device, to you.
8. Upon receiving the third-party device, it’s imperative to adhere to the manufacturer’s instructions for applying the CGM device sensor to your arm, and the guidelines displayed on the App to connect the CGM device.
9. The CGM device enables us to provide actionable health insights aimed at enhancing your metabolic health and fitness. Please note that some users may experience skin irritation on the CGM and/or patch site. If you have sensitive skin or a pre-existing skin condition, it is advisable to consult with your healthcare professional.
10. Please note that we do not produce the third-party device, nor do we possess any intellectual property rights associated with it. All such rights are strictly held by the relevant manufacturer and its licensees. For more information, please refer to the packaging of the third-party device.

 

 

Promotions and Rewards

6. In addition to our core Services, we offer various promotions and rewards through our Fit Coins program. These include Lucky Draw, Voucher Codes, and Coupon Codes.
7. Lucky Draw: This feature allows you to participate in a lucky draw using your Fit Coins. Each entry costs a certain number of Fit Coins, as specified in the terms of the lucky draw. 
8. Voucher Codes: Voucher codes are unique codes that you can purchase using your Fit Coins and redeem at specific merchants available on the App. 
9. Coupon Codes: Coupon codes offer discounts on purchases from specific merchants or products available on the App. You can purchase these codes using your Fit Coins and redeem them for discounts on products or services.
10. Upon participating in our rewards and promotions, you may receive notifications or emails regarding your eligibility and any rewards you may have won. It’s important to note that while we strive to provide a seamless experience, we cannot guarantee the availability of rewards or the outcome of any promotional events.
11. For detailed instructions on how to participate in each offer type, please refer to the corresponding section within the App.

 

 

7. Your use of the App 
   7. You may only use the App for lawful purposes, and you may not use it in a way that infringes the rights of anyone else or in a way that restricts or inhibits anyone else’s use of the App.
   8. Without limiting the generality of clause 7.1, when accessing the App, or using our Services, you are strictly prohibited from posting, emailing, hosting, displaying, uploading, modifying, publishing, transmitting, updating, or sharing any content on the App that:
      7. Violates any applicable laws and regulations in the UAE, third party rights or our policies, such as third party’s intellectual property rights;
      8. Infringes upon copyright, patent, trade secret, trademark, or any other proprietary rights of third parties, including privacy and publicity rights;
      9. Is harmful, abusive, unlawful, threatening, harassing, blasphemous, obscene, pornographic, invasive of another’s privacy or other rights, hateful, racially or ethnically objectionable, disparaging, related to or encouraging money laundering or illegal gambling, or harmful to minors in any way, or otherwise unlawful;
      10. Harasses, degrades, intimidates, or promotes hate towards any individual or group based on religion, gender, sexual orientation, race, ethnicity, age, or disability;
      11. Contains personal or identifying information about any other party without their consent;
      12. Is false, deceptive, misleading, defamatory or misinformative (including but not limited to during the registration process);
      13. Advertises illegal services prohibited or restricted by applicable laws and regulations in the UAE;
      14. Contains viruses or any other computer codes, files, or programs designed to interrupt, destroy, or limit the functionality of the App;
      15. Transfer your account (including your password) to another party without prior written consent from us;
      16. Collect information of other Individuals, including, but not limited to, their email addresses and passwords, without their advance consent, for profit (monetary or otherwise); and
      17. Otherwise incur any liability to us or the App.
   9. You may not copy, modify, distribute, sell, or lease any part of the App. You may not reverse engineer or attempt to extract the source code of the App. You may only access the App through the interfaces that we provide for that purpose (for example, you may not “scrape” the App through automated means or “frame” any part of the App), and you may not interfere or attempt to disrupt the App.
   10. You may not attempt to gain unauthorized access to any section or feature of the App, or any other systems or networks connected to the App, or to any of the Services offered on or through the App, by hacking, password “mining” or any other illegitimate means.
   11. You agree that you will not take any action that imposes an unreasonable or disproportionately large load on the infrastructure of the App or our systems or networks, or any systems or networks connected to the App or to us.
   12. We reserve the right to restrict or terminate your access to, or use of, the App or any feature or part of it at any time if you breach these Terms or for any other reason whatsoever without notice. Termination or limitation of your access or use will not waive or affect any other right or relief to which we may be entitled at law. 
8. App Material 
   8. We and our Service Providers and/or licensors may make available various information, Services, reviews, and other information, data, content, and material on the App (“Material“). The Material are for educational and informational purposes only, and errors may appear from time to time. Before you act in reliance of any Material, you should confirm any facts that are important to your decision. We make no warranty as to the reliability, accuracy, timeliness, usefulness, or completeness of any Material. If you find an error or notice something that does not look quite right on the App, please let us know by contacting us at [email protected] .
9. Intellectual Property
   9. Unless otherwise expressly stated, the content made available on the App (such as copyrights, trademarks, trade dress and/or other intellectual property) is exclusively owned, controlled, and licensed by us or one of our affiliates or by third parties who have licensed their material to us and are protected by the applicable laws. 
   10. We, together with our Service Providers and/or licensors, expressly reserve all intellectual property rights in all programs, Services, processes, technology, content (such as graphics, user interfaces, visual interfaces, photographs, trademarks, logos, sounds, music, artwork and computer code, including but not limited to the design, structure, selection, coordination, expression, “look and feel” and arrangement of such content) and other material showing on the App. 
   11. Access to the App does not confer and will not be considered as conferring upon anyone any license or right. Any use of the App or its content, including copying or storing in whole or in part, other than for your own personal, non-commercial use, is prohibited without our permission.
10. Warranty Disclaimer
    10. The App is provided on an “as is” and “as available” basis. We, our parent Companies, subsidiaries, affiliates, Service Providers, and any of their owners, officers, directors, managers, members, agents, and employees, expressly disclaim (to the fullest extent permitted by applicable law) any and all express, implied, and statutory warranties, including, without limitation, any warranties of merchantability, fitness for a particular purpose, freedom from computer, mobile or internet device virus, title, and non-infringement of proprietary rights. 
11. Limitation of Liability
    11. To the maximum extent permissible by applicable laws, we, our parent Companies, subsidiaries, affiliates, Service Providers, and any of their owners, officers, directors, managers, members, agents, and employees:
        11. are not liable for any direct, indirect, punitive, incidental, special, or consequential damages or loss (including, without limitation, incidental and consequential damages, lost profits, or damages resulting from lost data or business interruption) arising out of, or in a way connected with the use or inability to use the App and its content, whether based on warranty, contract, tort (including negligence), or any other legal theory, and whether or not we are advised of the possibility of such damages; and
        12. exclude any and all liability for damages caused by any problems or technical malfunction of any telephone network or lines, computer online systems, servers or providers, computer equipment, software, failure of any communications due to technical problems or traffic congestion on the internet or on the App or combination thereof, including any injury or damage to any users or to any person’s computer or mobile related to or resulting from use of the App. 
12. Indemnity
    12. You agree to hold harmless and indemnify us, our parent Companies, subsidiaries, affiliates, Service Providers, and any of their owners, officers, directors, managers, members, agents, and employees, from and against any claims, liabilities, suits, judgments, litigation costs, causes of action, demands, recoveries, losses, damages (actual and consequential), fines, penalties, and attorneys’ fees or other costs or expenses of any kind or nature arising from or in any way related to your use of the App, including, but not limited to those brought by you or on your behalf in excess of the liability described above, or by third parties as a result of your breach of these Terms, your violation of any law or the rights of a third party, or your use of the App.
13. Force Majeure
    13. Under no circumstances will we be held liable for any delay or failure or disruption of the content or services delivered through the App resulting directly or indirectly from acts of nature, forces or causes beyond our reasonable control, including, without limitation, Internet failures, computer, telecommunications or any other equipment failures, electrical power failures, labour disputes, insurrections, civil disturbances, shortages of labor or materials, pandemics, fires, floods, storms, explosions, acts of God, war, governmental actions, orders of domestic or foreign courts or tribunals or non-performance by third parties.
14. Termination
    14. If we believe that, your conduct is in violation of these Terms, applicable law, or otherwise harmful to our interests or any third party’s interest, we may terminate or suspend your access to all or part of the App, without court order and without prior notice. 
    15. Notwithstanding, such termination or suspension, you agree that you will continue to be subject to the obligations which, by their nature, survive such termination or suspension, including the obligations relating to intellectual property rights.
15. Entire Agreement 
    15. These Terms, as supplemented by any additional documents and any policies or rules posted on the App (including any amendments made from time to time to these Terms) set out the entire understanding and agreement between you and us with respect to the use of the App. 
16. Electronic Communications 
    16. To fulfil our obligations to you under these Terms, we may communicate with you by email, other electronic messaging and/or by posting notices on the App. 
    17. You agree to receive electronic communications from us, knowing that these communications will satisfy all legal requirements especially those requested for written communications.
17. General Information
    17. Amendment: Pura reserves the right to modify these Terms in its sole discretion. In the event of a material modification, you will be notified.
    18. Counterparts and Electronic Signatures: These Terms may be executed in any manner of counterparts, all of which shall constitute one and the same instrument, and any party hereto may execute these Terms, by signing and delivering one or more counterparts. Each party agrees that these Terms and any other documents to be delivered in connection herewith may be electronically signed, and that any electronic signatures appearing on these Terms, or such other documents are the same as physical signatures for the purposes of validity, enforceability, and admissibility.
    19. No partnership or agency: Nothing in these Terms is intended to, or shall be deemed to, establish any partnership or joint venture between any of the parties, constitute any party the agent of another party, or authorize any party to make or enter into any commitments for or on behalf of any other party.
    20. Severability: If any provision of these Terms is held by a court of competent jurisdiction to be invalid, illegal or unenforceable and can be deleted without altering the essence of these Terms and Conditions, the invalid, illegal or unenforceable provision will be severed, and the remaining provisions will remain in full force or effect.
    21. No Waiver: Any failure by us to enforce any provisions set out in these Terms or other terms with you is not a waiver of our rights to enforce those terms.
18. Governing Law 
    18. These Terms shall be governed by and construed under the laws of the Emirate of Abu Dhabi, United Arab Emirates.
    19. The Abu Dhabi courts shall have exclusive jurisdiction in relation to all disputes (including claims for set-off and counterclaims) arising out of or in connection with this Agreement including, without limitation, disputes arising out of or in connection with:
        18. the creation, validity, effect, interpretation, performance or non-performance of, termination or the legal relationships established by these Terms; and
        19. any non-contractual obligations arising out of or in connection with these Terms. 
    20. These Terms may be published in English and Arabic. If there is any inconsistency between the English text and the Arabic text, the English text will prevail apply.