1. Scope
These terms apply to every organisation and practitioner listed on Shefa and to the staff accounts they create. They summarise the platform rules; where you have signed a provider agreement with us, that agreement — including its commission plan, settlement terms and cancellation allocation — prevails over anything inconsistent here.
2. Eligibility and verification
- You must hold, and maintain, every licence, registration and privilege that the services you publish require, and you must submit them for verification before you can appear in search.
- Practitioners must be affiliated with the organisation and branch under which they are listed, with the correct scope and dates.
- We record the outcome of every verification, and we alert you before a credential expires. When a critical credential expires, is suspended or is withdrawn, new availability and new bookings stop.
- Tell us promptly about any change to a licence, a sanction, or an investigation that affects a listed practitioner or service.
3. Profile and price accuracy
You are responsible for the accuracy of everything you publish: names, qualifications, years of experience, services, durations, prices, locations, hours, facilities, accepted insurers and policies. Material changes pass moderation before publication. Publishing a price you do not honour, a credential you do not hold, or an insurer you do not accept is a breach of these terms.
4. Availability and honouring bookings
Keep your calendar accurate. A slot you publish is a slot a patient can book, and you are expected to honour it. Where you must cancel, do it as early as possible and through the platform so the patient is notified, refunded and helped to rebook. Persistent late cancellations, no-shows or unhonoured prices may lead to suspension.
Where you publish a hospital-level service without a named practitioner, you must assign an eligible practitioner and any required resource before the deadline configured for that service.
5. Commission, invoicing and settlement
- The commission that applies to a booking is the rule in force when the booking is confirmed. It is snapshotted at that moment and does not change afterwards, except through an auditable adjustment.
- Your balance distinguishes pending, available, reserved and paid amounts, and each settlement comes with a statement of the transactions, deductions and adjustments behind it.
- Settlement is made to the verified bank account on your file, on the schedule in your agreement, subject to any threshold, hold or review it provides for.
- Refunds are calculated by the platform from the policy in force at booking and executed centrally. Do not issue a refund outside the platform: it breaks the ledger and the settlement that follows.
- You are responsible for your own tax position, including issuing any tax document the applicable e-invoicing rules require of you.
6. Patient data
- Use patient data received through the platform only to deliver, bill and follow up the appointment it relates to.
- Do not use it for marketing, do not sell it, and do not disclose it beyond the staff who need it.
- You are an independent controller of the clinical record you create, and responsible for your own compliance with the Personal Data Protection Law and applicable health regulations.
- Give your staff the narrowest platform permissions their role needs, remove access when someone leaves, and cooperate with us promptly on any privacy request or data incident that touches platform data.
7. Reviews
You may publish one moderated response per review and flag a review you believe breaks the rules. You may not edit or remove a rating, disclose clinical detail in a response, offer any benefit in exchange for a review, or attempt to influence ratings through coordinated posting. Doing so may lead to removal of the affected reviews and suspension.
8. Conduct on the platform
Contact patients only through the approved channels and only about their appointment. Do not divert a platform booking to an off-platform channel to avoid commission, and do not misrepresent your affiliation, verification status or the services you are licensed to provide.
9. Suspension and offboarding
We may suspend a listing, a practitioner or an organisation where a critical credential lapses, where patient safety or platform integrity is at risk, where these terms are breached, or where the law requires it. We tell you the reason and the effect on existing bookings. On offboarding, confirmed appointments must be honoured or properly cancelled and refunded, and outstanding balances are settled under your agreement.
10. Contact
Provider support and onboarding: providers@shefa.sa