Terms & Conditions

MediGo Lanka is a digital healthcare platform designed to facilitate access to healthcare professionals registered to practise in Sri Lanka.

The platform enables users, including Sri Lankans living overseas and other persons seeking access to Sri Lankan healthcare professionals, to request and arrange online consultations with participating healthcare professionals.

MediGo Lanka operates as a technology and facilitation platform. Unless expressly stated otherwise, MediGo Lanka does not itself provide medical diagnosis, treatment, medical advice, prescriptions or other clinical services.

Medical consultations are provided by independent healthcare professionals ("Doctors") who are responsible for their own clinical decisions, professional conduct, medical advice, diagnosis, treatment recommendations and prescriptions.

MediGo Lanka does not replace a hospital, emergency service, general practitioner, specialist clinic or other appropriate healthcare facility.

"MediGo Lanka", "we", "us" or "our" means the legal entity operating the MediGo Lanka platform.

"User", "you" or "your" means any person accessing or using the Service.

"Doctor" means an independent medical practitioner made available through the Service and appropriately registered to practise medicine in Sri Lanka.

"Consultation" means an online healthcare consultation arranged through the Service.

"Platform" means the MediGo Lanka website, application, software, booking system and associated digital services.

"Personal Data" means personal data processed through the Service as defined by applicable Sri Lankan data-protection law.

"Consultation Fee" means the fee displayed to you before you confirm a booking.

You must normally be at least 18 years old to create an account and use the Service independently.

A parent, legal guardian or other person legally authorised to act on behalf of a minor may arrange a Consultation for a child.

When booking on behalf of another person, you confirm that you have the legal authority and appropriate consent to provide the information necessary to arrange the Consultation.

You must provide accurate, complete and current information when creating an account, making a booking or communicating with MediGo Lanka or a Doctor.

You must not impersonate another person or provide misleading information.

We may refuse, suspend or cancel an account or booking where we reasonably believe that eligibility requirements have not been satisfied.

MediGo Lanka provides technology that enables Users to find participating Doctors and arrange online Consultations.

The Doctor, and not MediGo Lanka, is responsible for:

• assessing the patient's medical information;
• determining whether a telemedicine consultation is clinically appropriate;
• providing medical advice;
• making or confirming a diagnosis where clinically appropriate;
• recommending treatment;
• issuing prescriptions where legally and professionally permitted;
• determining whether an in-person examination is required;
• maintaining appropriate clinical records; and
• complying with applicable professional and medical requirements.

MediGo Lanka does not guarantee any particular medical outcome, diagnosis, treatment or prescription.

A Doctor may determine that an online Consultation is not appropriate or sufficient for the patient's condition and may recommend an in-person consultation, hospital attendance, investigation or other medical care.

The availability of a Doctor through the Platform does not constitute an endorsement of that Doctor's clinical opinion, treatment or medical recommendation by MediGo Lanka.

MediGo Lanka takes reasonable steps to verify the professional registration and qualifications of Doctors before making them available through the Platform.

Where applicable, MediGo Lanka may verify a Doctor's registration against the Sri Lanka Medical Council ("SLMC") register and may request information concerning qualifications, professional experience and hospital or institutional affiliations.

Verification by MediGo Lanka does not mean that MediGo Lanka provides or guarantees the Doctor's clinical competence or professional performance.

Doctors remain individually responsible for complying with the Medical Ordinance, applicable SLMC requirements, professional standards, ethical obligations and other applicable laws and regulations.

MediGo Lanka may suspend or remove a Doctor from the Platform where it reasonably believes that the Doctor no longer satisfies the requirements for participation.

Online healthcare has inherent limitations because the Doctor may not be able to physically examine the patient or access all diagnostic information that would be available during an in-person consultation.

A Doctor may therefore determine that further assessment, testing or an in-person consultation is required.

You acknowledge that information provided during a telemedicine Consultation may be incomplete and that you should provide the Doctor with accurate and complete information about your symptoms, medical history, medications, allergies, investigations and other relevant information.

You should immediately inform the Doctor if your condition changes or worsens.

A telemedicine Consultation must not be used as a substitute for emergency medical care.

MediGo Lanka is not an emergency medical service.

You must not use the Platform if you or another person is experiencing a medical emergency or a condition requiring immediate physical assessment or treatment.

In an emergency, contact your local emergency medical service or attend the nearest emergency department immediately.

For example, in Sri Lanka you may contact the national ambulance service on 1990.

Examples of circumstances that may require emergency assistance include, but are not limited to:

• severe difficulty breathing;
• severe chest pain;
• suspected heart attack or stroke;
• severe bleeding;
• loss of consciousness;
• serious injury;
• severe allergic reaction;
• poisoning or suspected overdose;
• suicidal intent or an immediate risk of harm; or
• any other condition that you reasonably believe requires immediate emergency care.

If a Doctor considers that your condition requires emergency or urgent in-person care, you should follow the Doctor's recommendation immediately.

Consultations may be booked through the Platform by selecting an available Doctor, date and time.

A booking is confirmed only when the booking process has been successfully completed and payment has been authorised or received, as applicable.

Availability displayed on the Platform may change before a booking is confirmed.

MediGo Lanka reserves the right to correct obvious booking, availability or pricing errors.

Where MediGo Lanka or a Doctor cancels a confirmed Consultation, we will, where applicable, offer an alternative appointment or refund the Consultation Fee.

MediGo Lanka does not guarantee that any particular Doctor, appointment time or specialist will always be available.

Consultation fees will be displayed before you confirm your booking.

Unless otherwise stated, fees are quoted in Sri Lankan Rupees (LKR).

Payments are processed through the payment provider made available by MediGo Lanka, currently PayHere, or another payment provider that MediGo Lanka may use in the future.

By submitting payment details, you confirm that you are authorised to use the relevant payment method.

MediGo Lanka does not normally store your complete payment-card details where payment processing is handled by the applicable payment provider.

You are responsible for ensuring that the payment information you provide is accurate.

Any applicable taxes, bank charges, currency-conversion charges or other fees imposed by your bank or payment provider may be your responsibility unless otherwise stated.

Unless otherwise stated at the time of booking, a User may cancel a Consultation at least 24 hours before the scheduled appointment time and receive a refund of the consultation fee excluding an administration charge of LKR 1,000.

Cancellations made less than 24 hours before the scheduled appointment time may be non-refundable.

Failure to attend a scheduled Consultation without reasonable prior notice ("no-show") may result in the Consultation Fee being non-refundable.

Where a Doctor cancels a Consultation or is unable to provide the Consultation for reasons attributable to the Doctor or MediGo Lanka, MediGo Lanka will, where reasonably possible, offer:

• an alternative appointment; or
• a refund of the full Consultation Fee.

Where a Consultation cannot appropriately be completed because the Doctor determines that an online consultation is clinically unsuitable, MediGo Lanka may provide an appropriate refund or alternative arrangement depending on the circumstances.

Nothing in this section is intended to exclude or restrict any refund, cancellation or other consumer right that cannot lawfully be excluded under applicable law.

We will make reasonable efforts to ensure that scheduled Consultations take place at the booked time.

However, circumstances outside our reasonable control may cause delays, interruptions or cancellations.

Such circumstances may include:

• internet or telecommunications failures;
• power failures;
• technical failures;
• platform maintenance;
• Doctor illness or emergency;
• healthcare or regulatory requirements;
• cyber incidents;
• natural disasters;
• government action; or
• other events beyond our reasonable control.

Where reasonably possible, MediGo Lanka will notify you of significant delays or cancellations.

A Doctor may issue a prescription where, in the Doctor's independent clinical judgement, a prescription is appropriate and legally permitted.

Prescribing decisions are solely the responsibility of the Doctor.

Doctors must comply with applicable Sri Lankan law and SLMC requirements when prescribing through telemedicine.

Controlled drugs and other restricted medicines may be subject to additional legal and professional restrictions. A Doctor may therefore refuse to prescribe a particular medication through an online Consultation.

MediGo Lanka does not guarantee that a medication will be prescribed, available, dispensed or legally permitted in the country in which you reside.

A prescription issued by a Sri Lankan Doctor should not be assumed to be valid for dispensing in another country.

Global prescriptions are not currently provided through the MediGo Lanka Service.

You are responsible for complying with the laws of the country where you are physically located concerning the possession, importation, purchase and use of medicines.

MediGo Lanka does not supply, manufacture, dispense or deliver medicines unless expressly stated otherwise.

You may be asked to provide information necessary for a Doctor to conduct a Consultation.

This may include:

• name and contact information;
• date of birth;
• symptoms;
• medical history;
• current medications;
• allergies;
• laboratory results;
• medical reports;
• imaging or other clinical information; and
• other information reasonably required for the Consultation.

You are responsible for ensuring that the information you provide is accurate and not knowingly misleading.

Failure to provide relevant information may affect the Doctor's ability to assess your condition appropriately.

MediGo Lanka will process personal information in accordance with applicable Sri Lankan data-protection legislation and the MediGo Lanka Privacy Policy.

MediGo Lanka recognises the importance of protecting personal and health-related information.

Personal Data collected through the Service will be processed in accordance with the Personal Data Protection Act No. 9 of 2022, as amended, and other applicable data-protection requirements.

MediGo Lanka will implement appropriate technical and organisational measures intended to protect Personal Data against unauthorised access, loss, alteration, disclosure or destruction.

Personal Data may be processed for purposes including:

• creating and managing User accounts;
• arranging Consultations;
• facilitating communications between Users and Doctors;
• processing payments;
• maintaining records;
• providing customer support;
• preventing fraud and misuse;
• maintaining Platform security;
• complying with legal obligations; and
• other purposes described in our Privacy Policy.

Medical information is particularly sensitive information and will only be processed and disclosed in accordance with applicable law, the Privacy Policy, professional obligations and the purposes for which it was collected.

Where third-party service providers are used to provide the Platform, MediGo Lanka may share relevant information with those providers where necessary and lawful.

Where information is transferred outside Sri Lanka or otherwise processed across jurisdictions, MediGo Lanka will take appropriate steps required by applicable data-protection law.

Further information regarding data processing, data-subject rights, retention, international transfers and complaints is contained in the MediGo Lanka Privacy Policy.

By creating an account or making a booking, you agree that MediGo Lanka may contact you regarding:

• your account;
• bookings;
• payments;
• appointment reminders;
• cancellations;
• technical issues;
• security matters;
• complaints; and
• other communications necessary to provide the Service.

Marketing communications will be sent only where permitted by applicable law and, where required, with your consent.

You may opt out of marketing communications without affecting essential service communications.

You are responsible for keeping your account credentials confidential.

You must not share your password or knowingly permit another person to use your account.

You must notify MediGo Lanka promptly if you suspect:

• unauthorised access;
• loss of account credentials;
• suspicious activity; or
• a security breach involving your account.

Security concerns should be reported to: admin@medigolanka.com

MediGo Lanka may temporarily suspend access to an account where reasonably necessary to protect the User, other Users, Doctors or the Platform.

provide false, misleading or fraudulent information;

impersonate another person;

access another person's account without permission;

harass, threaten, abuse or intimidate a Doctor, employee, contractor or other User;

upload malware, viruses or other harmful material;

attempt to gain unauthorised access to the Platform or its systems;

interfere with the operation or security of the Platform;

reverse engineer or attempt to reproduce protected elements of the Platform except where permitted by law;

use the Service for an unlawful purpose;

use the Service to obtain medical services fraudulently;

misuse prescriptions or medical documents; or

engage in any conduct that may reasonably harm MediGo Lanka, its Users, Doctors or service providers.

Where the Platform permits Users to upload documents, photographs, medical reports or other materials, you retain ownership of your content.

You grant MediGo Lanka the limited rights necessary to host, store, transmit and process such content for the purpose of providing the Service.

You must not upload content that:

• you do not have permission to use;
• is unlawful;
• contains malicious software;
• infringes another person's intellectual property rights; or
• is abusive, threatening or fraudulent.

MediGo Lanka may remove content where reasonably necessary to protect the Platform, Users or comply with legal obligations.

Unless otherwise stated, the MediGo Lanka name, logo, branding, website, software, text, graphics, design and other Platform materials are owned by or licensed to MediGo Lanka.

You may use the Platform only for its intended purpose.

You must not reproduce, modify, distribute, sell, licence or commercially exploit MediGo Lanka's intellectual property without prior written permission, except where permitted by law.

Nothing in these Terms transfers ownership of MediGo Lanka's intellectual property to you.

The Platform may use third-party service providers, including payment processors, communication providers, hosting providers, identity or security services and technology providers.

Third-party services may be subject to their own terms and privacy policies.

MediGo Lanka is not responsible for the independent operation of third-party services to the extent that an issue is outside MediGo Lanka's reasonable control.

Where a third-party service is essential to completing a transaction, MediGo Lanka will take reasonable steps to provide appropriate information about the service where required.

We aim to keep the Platform available and functioning reliably.

However, we do not guarantee that the Platform will always be:

• available;
• uninterrupted;
• error-free;
• secure against every possible threat; or
• compatible with every device or internet connection.

We may temporarily suspend or restrict access for maintenance, security, upgrades, technical reasons or other legitimate purposes.

Information displayed on the MediGo Lanka Platform is provided for general informational and service-related purposes and is not a substitute for individual medical advice.

Medical advice provided during a Consultation is provided by the Doctor and not by MediGo Lanka.

MediGo Lanka does not independently diagnose, treat or prescribe for Users.

No information on the Platform should be relied upon as emergency medical advice.

You should seek appropriate professional medical assistance where necessary.

Nothing in these Terms excludes or limits liability to the extent that such liability cannot lawfully be excluded or limited under applicable Sri Lankan law.

Subject to Clause 23.1, MediGo Lanka will be responsible only for losses directly caused by its failure to provide the Service with reasonable care and skill or by another breach of a legal obligation for which MediGo Lanka is responsible.

To the extent permitted by applicable law, MediGo Lanka will not be liable for indirect, incidental, special or consequential losses, loss of profits, loss of business, loss of opportunity or loss of anticipated savings.

MediGo Lanka is not responsible for clinical decisions made independently by a Doctor, except to the extent that liability legally attaches to MediGo Lanka itself.

Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, wilful misconduct, or any other liability that cannot legally be excluded or limited.

Nothing in these Terms is intended to exclude any statutory rights or remedies available to consumers under applicable Sri Lankan law.

To the extent permitted by applicable law, you agree to be responsible for losses reasonably incurred by MediGo Lanka arising directly from your unlawful use of the Service, fraud, deliberate misuse of the Platform or material breach of these Terms.

This clause does not require you to indemnify MediGo Lanka for losses caused by MediGo Lanka's own negligence, unlawful conduct or breach of its legal obligations.

We encourage Users to contact MediGo Lanka first if they have concerns about the Platform or their experience.

Complaints concerning the Platform, bookings, payments or customer service may be submitted to: admin@medigolanka.com

We aim to acknowledge and respond to complaints within 5 working days, although complex complaints may require additional time.

Complaints concerning the clinical judgement, professional conduct or treatment provided by a Doctor should first be raised with MediGo Lanka and/or the Doctor where appropriate.

Where appropriate, clinical or professional complaints may also be referred to the Sri Lanka Medical Council or another competent authority.

You may stop using the Service at any time.

MediGo Lanka may suspend or terminate your account where:

• you materially breach these Terms;
• you engage in fraudulent or unlawful activity;
• you misuse the Platform;
• you threaten the safety of Users, Doctors or staff;
• suspension is necessary for security reasons; or
• we are required to do so by law or a competent authority.

Where reasonably practicable, we will provide notice before terminating an account unless immediate suspension is necessary.

Termination will not affect rights or obligations that arose before termination.

MediGo Lanka may update these Terms from time to time.

Where changes are material, we will take reasonable steps to notify Users before the changes take effect.

The updated Terms will be published on the Platform together with the applicable effective date.

Your continued use of the Service after the effective date of updated Terms may constitute acceptance of the revised Terms, to the extent permitted by applicable law.

If you do not agree with material changes, you should stop using the Service.

Your use of the Service is also governed by the MediGo Lanka Privacy Policy.

The Privacy Policy explains how MediGo Lanka collects, uses, stores, protects and otherwise processes Personal Data.

The Privacy Policy should be read together with these Terms and Conditions.

MediGo Lanka will not be responsible for failure or delay in performing its obligations where the failure or delay results from circumstances reasonably beyond its control.

Such circumstances may include natural disasters, epidemics, pandemics, war, civil unrest, government restrictions, telecommunications failures, widespread internet outages, power failures, cyber incidents, industrial disputes and other events beyond reasonable control.

We will take reasonable steps to minimise disruption and restore the Service as soon as reasonably practicable.

These Terms and the relationship between you and MediGo Lanka shall be governed by and interpreted in accordance with the laws of Sri Lanka, subject to any mandatory rights or protections that cannot lawfully be excluded.

Any dispute arising out of or in connection with these Terms or the Service shall be subject to the jurisdiction of the courts of Sri Lanka, subject to any mandatory rights a consumer may have under applicable law.

Nothing in this clause prevents a User from exercising any statutory right or remedy available under applicable law.

If any provision of these Terms is determined by a competent court or authority to be unlawful, invalid or unenforceable, that provision will be interpreted or modified to the minimum extent necessary to make it lawful and enforceable.

If modification is not possible, the affected provision will be treated as removed to the extent necessary, without affecting the validity of the remaining provisions.

Failure by MediGo Lanka to enforce any provision of these Terms does not constitute a waiver of its right to enforce that provision later.

These Terms, together with the Privacy Policy and any other policies expressly incorporated into them, constitute the agreement between you and MediGo Lanka concerning your use of the Service.

Where a specific service has additional terms presented to you before purchase or booking, those terms will apply to that service to the extent they are not inconsistent with these Terms.

MediGo Lanka

Telephone: +94 77 839 1373

Email: admin@medigolanka.com

Website: www.medigolanka.com

Registered Legal Entity: MediGo Lanka PVT LTD

Registration Number: PV 00370669

Registered Address: 383/11A/1/1, NAS Silva Mawatha, Papiliyana, Nugegoda, Sri Lanka