RULES FOR THE PROVISION OF PAID MEDICAL SERVICES TO INDIVIDUALS
1. GENERAL PROVISIONS
1.1. These Rules define the procedure and conditions under which the Limited Liability Company “CIDC Dubai” provides paid medical services to citizens based on the Informed Consent Form signed by the patient at the clinic.
1.2. For the purposes of these Rules, the following basic terms are used:
- “SERVICES” – medical services provided on a paid basis at the expense of personal funds of citizens, funds of legal entities, or other sources, based on the Informed Consent Form;
- “PATIENT” – an individual intending to receive or currently receiving SERVICES personally in accordance with the Informed Consent Form;
- “CUSTOMER” – an individual or legal entity intending to order (purchase) or ordering (purchasing) paid medical services under the Informed Consent Form for the benefit of the PATIENT;
- “PROVIDER” – Limited Liability Company “CIDC Dubai”, abbreviated as LLC “CIDC Dubai”.
1.3. These Rules for the provision of paid medical services form an integral part of the Informed Consent Form concluded between the PROVIDER and the PATIENT (CUSTOMER), and are mandatory for execution by all employees of the PROVIDER, as well as PATIENTS (CUSTOMERS) who have signed the Informed Consent Form.
1.4. The requirements for SERVICES, including their scope, volume, and timing, are determined by agreement of the parties, unless otherwise provided by the federal laws, other regulatory legal acts of the UAE, and DIFC.
2. BASIS AND PROCEDURE FOR PROVIDING PAID MEDICAL SERVICES.
MAIN RIGHTS AND OBLIGATIONS OF THE PARTIES
2.1. Medical care within the scope of the SERVICES is organized and provided:
a) in accordance with the regulations on the organization of medical care by type of medical care, approved by DHA;
b) in accordance with medical care standards approved by DHA, which are mandatory for execution throughout the UAE by all medical organizations;
c) on the basis of … [text in Russian document incomplete];
d) taking into account medical care guidelines approved by DHA.
Paid medical services comply with the nomenclature of medical services approved by DHA and may be provided in the full scope of medical care standards, as individual consultations or interventions, or in a volume exceeding the standard of medical care — with the written consent of the PATIENT and/or CUSTOMER.
2.2. If during the provision of SERVICES there arises an urgent need for additional medical services in order to eliminate a life-threatening condition of the PATIENT in cases of sudden acute illnesses, conditions, or exacerbation of chronic diseases, such medical services are provided free of charge.
2.3. Any interested person may obtain, at the information desk (reception) of the PROVIDER at its registered address: Central Park – GL-81a – TOWER-01 GL-81a – DIFC – Dubai – United Arab Emirates, on the website www.cidk.ae, information on the content of the document “RULES FOR THE PROVISION OF PAID MEDICAL SERVICES TO INDIVIDUALS.”
2.4. At the request of the PATIENT (CUSTOMER), the PROVIDER shall provide for review:
- a copy of the license to carry out medical activities of the PROVIDER.
2.5. The PROVIDER renders SERVICES whose quality must comply with the conditions of the Informed Consent Form, and if such conditions are absent — with the requirements established for services of the relevant type.
2.6. The PROVIDER shall, upon request of the PATIENT (or the PATIENT’s legal representative), provide information regarding:
- the medicines, medical equipment, and devices used in providing the SERVICES, including their expiration dates (warranty periods), indications (contraindications), as well as data allowing identification of any implanted medical devices.
2.7. In providing SERVICES, the PROVIDER complies with DHA requirements for medical documentation, statistical records and reporting forms, as well as the rules and deadlines for their preparation.
2.8. During the provision of SERVICES, the PATIENT shall:
- promptly inform the attending physician or specialist of any changes in health condition by calling the PROVIDER’s administrator at tel.+971 52 184 9220;
- refrain for the entire course of treatment from using narcotics and drugs containing them, psychotropic substances, and alcoholic beverages;
- coordinate with the attending physician the use of any therapeutic medications, drugs, herbal medicines, ointments, etc. (other than those prescribed by the physician);
- comply with requirements (including those related to material collection) necessary to ensure quality provision of the SERVICES.
2.9. Laboratory testing shall be conducted under the following conditions:
- the PROVIDER is responsible for the quality of results when the material is collected and stored by the PROVIDER;
- if, due to the nature of the test, biological material may be collected and provided by the PATIENT independently, the PROVIDER is not liable for the quality of results if the material is collected or stored in violation of established requirements. In such cases, the PROVIDER may refuse to perform the test.
2.10. A SERVICE is considered rendered from the moment the PATIENT receives the relevant medical consultation, procedure, collection of biomaterial, or other actions by the PROVIDER as specified in the Informed Consent Form.
3. PROCEDURE FOR DETERMINING COST
3.1. The cost of SERVICES is determined on the basis of the PROVIDER’s List of Paid Medical Services (hereinafter – the List). The List is available at the PROVIDER’s premises and on its website.
3.2. The cost of SERVICES is deemed agreed upon if any of the following occurs:
- payment by the PATIENT (CUSTOMER) for SERVICES rendered or to be rendered;
- signing of the Informed Consent Form between the PROVIDER and the PATIENT (CUSTOMER).
3.3. By signing the Informed Consent Form, the PATIENT (CUSTOMER) confirms that they are familiar with the List of services, agree with the scope, cost, and timing of the SERVICES, and acknowledge the standards of medical care applied. They are informed about the responsible medical professional (including qualifications), as well as other relevant information.
3.4. At its discretion, the PROVIDER may establish discounts in the form of “special prices” for certain SERVICES, depending on type, volume, or timing, as part of promotions or special offers.
3.5. The size, conditions, and procedure for granting discounts and promotions are approved by the General Director (or other authorized official) and displayed in an accessible place for PATIENTS (CUSTOMERS).
3.6. If the cost of a particular SERVICE cannot be precisely determined at the time of signing the Informed Consent Form, the PROVIDER may, upon request, prepare a fixed or estimated cost statement. Such a statement shall be formalized as an annex to the Informed Consent Form.
4. PAYMENT PROCEDURE
4.1. The PATIENT (CUSTOMER) must fully and promptly pay for SERVICES in cash at the PROVIDER’s cashier desk or via bank transfer (including payment cards). Other payment methods allowed by law may be used with the PROVIDER’s consent and subject to technical availability.
4.2. Payment via non-cash transactions is considered completed once funds are credited to the PROVIDER’s account.
4.3. When paying cash, the PATIENT (CUSTOMER) receives a payment confirmation document in accordance with UAE law (receipt, invoice, or other official accounting document).
4.4. Unless otherwise specified in the Informed Consent Form or these Rules, SERVICES must be paid immediately after provision, no later than the end of the PROVIDER’s business day. Exceptions apply in cases where prepayment for a course of procedures is required.
Payment confirms the PATIENT’s (CUSTOMER’s) acceptance of the SERVICES in full and absence of claims against the PROVIDER.
5. ISSUANCE OF LABORATORY RESULTS AND OTHER DOCUMENTS
5.1. The PROVIDER issues test results only upon full payment for the SERVICES by the PATIENT (CUSTOMER) under the Informed Consent Form.
5.2. Information on the PATIENT’s health status, the fact of seeking medical care, as well as laboratory test results, shall be provided in compliance with DHA requirements:
- directly to the PATIENT;
- to a person authorized by the PATIENT via a power of attorney or specified in the Informed Consent Form;
- or to the PATIENT’s legal representatives.
5.3. The transfer of laboratory test results to authorized persons or via the PATIENT’s personal email is permitted only upon the PATIENT’s written consent.
5.4. Laboratory test results are issued under the following conditions:
- during a personal visit, by presenting the Informed Consent Form number or order code;
- in exceptional cases, by presenting the identification documents submitted when the Informed Consent Form was signed, except in cases of anonymous orders;
- the order number is considered confidential; the PROVIDER is not liable for its disclosure by the PATIENT to third parties.
5.5. In cases stipulated by law, the PROVIDER issues to the PATIENT medical documents (or copies thereof, extracts) reflecting their health condition after receiving paid SERVICES.
At the request of the PATIENT (CUSTOMER), the PROVIDER may issue documents confirming actual expenses incurred for medical services or purchase of medicines, including:
a) a copy of the Informed Consent Form with annexes and addenda;
b) a certificate of payment for medical services.
6. AMENDMENTS AND TERMINATION OF THE INFORMED CONSENT FORM
6.1. If, during provision of SERVICES, additional paid services are required which are not included in the Informed Consent Form, the PROVIDER must notify the PATIENT (CUSTOMER). Without their consent, such additional services will not be rendered.
6.2. The time required for additional services or tests is counted from the moment of payment.
6.3. If the PATIENT (CUSTOMER) withdraws after signing the Informed Consent Form, the agreement is terminated. The PROVIDER informs them accordingly, and the PATIENT (CUSTOMER) shall reimburse actual expenses incurred by the PROVIDER.
6.4. The PROVIDER may unilaterally terminate the Informed Consent Form in the following cases:
- non-payment by the PATIENT (CUSTOMER) within the agreed deadlines;
- reasons beyond the PROVIDER’s control.
6.5. If prepayment has been made for a course of procedures, but the PROVIDER cannot deliver them for technical or other reasons beyond its control, the PATIENT (CUSTOMER) has the right either to:
- withdraw and demand a refund of prepaid funds;
- reschedule or reissue the Informed Consent Form with credit for previously paid funds.
If the PATIENT does not attend sessions within a prepaid course, the refund for missed sessions is calculated at the full price per procedure, without discounts that applied to the prepaid course.
6.6. Refunds and offsets are processed within the timeframes established by law, based on a written request and upon presentation of ID, the Informed Consent Form, and a payment receipt. The timing of the actual refund to a bank card or account depends on the payment system.
7. LIABILITY OF THE PARTIES
7.1. The PROVIDER bears liability towards the PATIENT (CUSTOMER) under UAE law for failure to perform or improper performance of obligations under the Informed Consent Form.
7.2. Any harm caused to the PATIENT’s life or health due to poor-quality SERVICES shall be compensated by the PROVIDER in accordance with UAE law.
7.3. The PROVIDER is not liable in cases of:
- deliberate or accidental provision of false information by the PATIENT (CUSTOMER);
- failure to follow the PROVIDER’s recommendations, treatment schedules, or timely reporting of health issues;
- complications arising from reasons not related to the quality of SERVICES;
- force majeure circumstances.
7.4. The PROVIDER checks ID documents of the PATIENT (CUSTOMER) and representatives with due diligence but is not responsible for consequences of forged or falsified documents.
7.5. Obstruction of medical care, disrespect towards staff and visitors, harm to business reputation or property of the PROVIDER entails liability under UAE law.
8. HANDLING OF COMPLAINTS, CLAIMS, AND PROPOSALS
8.1. All disputes regarding SERVICES are resolved through negotiations. If unresolved, they shall be referred to court under UAE law, generally at the PROVIDER’s place of registration.
When filing a complaint or claim, the PATIENT (CUSTOMER) must present the original Informed Consent Form and identification documents.
8.2. Properly submitted complaints or proposals from individuals are considered within 10 calendar days from receipt. The same period applies to legal entities.
8.3. Written complaints must include the PATIENT’s full name, address for response, subject of the complaint, signature, and date. If this information is missing, no response will be provided.
8.4. Claims regarding deficiencies in SERVICES may be made orally during the service, in writing at acceptance, or within one month after provision if defects could not be identified earlier.
8.5. Complaints, claims, and proposals are considered in accordance with the PROVIDER’s established procedures.
8.6. Personal appeals to the PROVIDER’s management are reviewed by the Medical Director/Manager during office hours. Identification must be presented; representatives must also show documents confirming their authority.