Terms and Conditions

Welcome to eShaafi! We are dedicated to enabling and empowering you to make smart choices for your health and well-being. Our mission is to provide you with a platform that empowers you to seek personalized and pertinent health advice and support your doctor-patient relationship by making it more accessible, affordable, and intelligent. Here you can find all the terms and conditions that we apply in order to provide our services as defined below at the optimum level of our standards.

As a condition of your use of any of our platforms, you warrant that you are at least 18 years of age. We only accept prescription orders from customers who are 18 years old or over although they may order prescriptions for persons who are under 18. By placing an order, you confirm that you are at least 18. If you do not meet the minimum age requirement, you must immediately discontinue your use and access to the website.


  1. 1.Introduction

    Terafort, under the brand "eShaafi", is the author and publisher of the internet resource www.eshaafi.com and the mobile application “eShaafi” together. eShaafi owns and operates the services provided through the website. These terms and conditions apply to the customer who utilizes any of the services offered by eShaafi through any of its platforms (web, app, and/or call centre). Kindly read these terms and conditions carefully. By authorizing a payment to eShaafi through the online payment service, it would be treated as a deemed acceptance of these terms and conditions. eShaafi reserves all the rights to amend these terms and conditions at any time without giving prior notice. It is the responsibility of the customers to read the terms and conditions before using the services.

    • 2.Payments

        • Before using the service, it is recommended that the customer shall make a necessary inquiry about the charges or fees payable against the Credit/Debit Card used from Credit Card or the Debit Card service provider i.e. the respective Bank as the payment(s) can be made via Credit Card, Debit Card, Mobile Wallets, Internet Banking, and other digital payment methods.

        • The Credit Card information supplied at the time of using the service is processed by the payment gateway of the service provider and is not supplied to eShaafi. It is the sole responsibility of the customer to ensure that the information entered in the relevant fields is correct.

        • It is recommended that you take and retain a copy of the transaction for record-keeping purposes, which might assist in the resolution of any disputes that may arise out or usage of the service.

        • To save the rights, treasure, or personal safety of the Organization, it’s Users or the general public

        • When Company is making any change in control, including by means of combine, acquisition or purchase of all or substantially all of the assets of Company

        • The customer agrees, understands, and confirms that his/her personal data including without limitation details relating to debit card / credit card / net banking transmitted over the internet may be susceptible to misuse, hacking, theft, and/or fraud and that eShaafi or the Payment Service Provider(s) have no control over such matters.

        • The service is provided using a payment gateway service provider through a secure website. However, neither the payment gateway service provider nor eShaafi gives any assurance that the information provided online by the patient is secured or may be read or intercepted by a third party.

        • eShaafi does not accept or assume any liability in the event of such unauthorized interception, hacking, or other unauthorized access to information provided by a customer of the service.

        • eShaafi and/or the Payment Service Providers shall not be liable for any inaccuracy, error or delay in, or omission of (a) any data, information or message (b) the transmission or delivery of any such data, information or message or (c) any loss or damage arising from or occasioned by any such inaccuracy, error, delay or omission, non-performance or interruption in any such data, information or message

        • Under no circumstances shall eShaafi and/or the Payment Service Providers, its employees, directors, and its third-party agents involved in processing, delivering, or managing the services, be liable for any direct, indirect, incidental, special or consequential damages, or any damages whatsoever, including punitive or exemplary arising out of or in any way connected with the provision of or any inadequacy or deficiency in the provision of the services or resulting from unauthorized access or alteration of transmissions of data or arising from suspension or termination of the service.

        • The customer agrees that eShaafi or any of its employees will not be held liable by the customer for any loss or damages arising from your use of, or reliance upon the information contained on the website, or any failure to comply with these Terms and Conditions where such failure is due to circumstances beyond eShaafi’s reasonable control like Debit/Credit Card, Bank Account Details, etc.

        • The customer agrees that the debit/credit card details provided by him/her for use of the aforesaid service(s) must be correct and accurate and that the customer shall not use a Debit/Credit Card that is not lawfully owned by him/her or the use of which is not authorized by the lawful owner thereof

        • The customer further agrees and undertakes to provide correct and valid Debit/Credit Card details

        • The customer is responsible to ensure that card or bank account details provided by him/her are accurate

        • The customer is responsible to ensure that sufficient credit is available on the nominated card/bank account at the time of making the payment to permit the payment of the dues payable or fees dues selected by the customer inclusive of the applicable fee

    • 3.Cancellation Policy

      For any online prepaid appointment, the customer can cancel his/her scheduled appointment without any charges two hours before the appointment. In such cases, we will refund the amount paid for the appointment subject to bank charges and other deductions by third parties. Appointment cancellation has to be carried out by the customer. We do not entertain cancellation requests from in-direct customer references. However, a patient cannot cancel more than three appointments in a day. Occasionally, appointments may be cancelled or postponed by the Third Party Service Provider(s) (Doctor, Clinic, Hospital, Lab, etc.). If this occurs, the customer may reschedule the appointment as per their convenience.

      • 4.Rescheduling of Prepaid Appointments

        A patient may reschedule his/her appointment i.e. book an appointment for a different date and time with the same Third Party Service Provider for the same type of healthcare service till two hours before the appointment. A patient can reschedule three appointments at max per day. A patient may reschedule his/her appointment i.e. book an appointment for a different date and time with the same Third Party Service Provider for the same type of healthcare service till two hours before the appointment. A patient can reschedule three appointments at max per day.

        • 5.Refunds & Exchange Policy

          Upon receipt of a valid cancellation request (two hours before the appointment time), the amount will be transferred to the patient’s eShaafi wallet. No refunds/cancellation requests shall be entertained in case of payment against bills / services received.

          • No warranty

            No warranty, representation, or guarantee, express or implied is given by eshaafi in respect of the operation of the service.

            • Governing law

              These terms and conditions are governed by the laws of Pakistan and the competent courts at Lahore shall have exclusive jurisdiction.

              • Dispute Resolution

                Any dispute arising in relation to the terms and conditions will be submitted to a sole arbitrator appointed by eshaafi under the provisions of the Arbitration Act, 1940, and any applicable rules thereunder. The venue of Arbitration shall be Lahore.

                • Security

                  All payment details which are entered through the payment gateway are encrypted when the customer enters them. eshaafi shall not be liable for any failure by the customer making the payment to properly protect data from being seen on their screen by other persons or otherwise obtained by such other persons during or after the online payment process.

                • 6.Variations to the Terms and Conditions

                  eShaafi reserves the right to vary these Terms and Conditions from time to time and the latest version will be published on this website. eShaafi also reserves the right to decline the acceptance of any online payment without assigning any reason.

                  • 7.Service delivery policy

                    eShaafi provides a digital network that functions as a marketplace where persons “users” who seek personal healthcare services or other services can be matched with persons including “Doctors” who can provide the services. Any decision by a user to make use of or accept services is a decision made at such user’s sole discretion. Each service provided by a Doctor or other third-party provider to a user shall constitute a separate agreement between such persons. In the case of virtual service (i.e. online video consultation) provided by a Doctor or other third-party provider, eShaafi and the third-party service provider will try to provide the best service to users. A virtual visit is not a physical visit and in the case of a virtual visit eShaafi and the third-party service provider(s) cannot be held liable for any direct or indirect loss to the users.

                    • 8.Eligibility

                      You must be 18 years of age or over to use the eShaafi app/web and its services. If you are between the ages of 13 and 18, you can use the site or services only under the supervision of your parent or guardian who has agreed to the Terms of Use. If you are under the age of 13, you may not use the site or services. If you are the parent or legal guardian of a child under the age of 18, you may use the site or services on behalf of such a minor child. By using the Site or Services on behalf of a minor child, you represent and warrant that you are the parent or legal guardian of such child and that all references in these Terms and Conditions to “you” shall refer to such child or such other individual for whom you have the authorization to enter into these Terms and Conditions on their behalf. If you do not qualify under these terms, do not use the site or services. Membership in the services is void where prohibited by applicable law, and the right to access the site is revoked in such jurisdictions. By using the site and/or the services, you represent and warrant that you have the right, authority, and capacity to enter into these Terms of Use and to abide by all of the terms and conditions set forth herein. The Site is administered in Pakistan and intended for Pakistani users. Any use outside of Pakistan is at the users’ own risk and users are responsible for compliance with any local laws applicable to their use of the services or the site.