Terms of use

01About these terms

These terms govern your use of the Geneo Clinic website (geneoclinic.sa) and its services: appointment requests, the patient account and medical file, remote consultations, online payment and the doctor portal. The website is owned and operated by Virtual Medicine Holding Company, owner of the “Geneo Clinic” brand, a healthcare facility licensed by the Ministry of Health, including for telemedicine services.

By using the website, creating an account or sending a request, you agree to these terms and to the privacy policy and the cancellation and refund policy.

02Not an emergency service

The website services and remote consultations are not for emergencies. In an emergency call the unified number 911 or the Red Crescent on 997 immediately, or go to the nearest emergency department.

03Medical information and services

• Content published on the website is for general awareness and does not replace medical advice specific to your case.
• Medical decisions, diagnoses and prescriptions are made by a licensed doctor after assessing your case; they may decide that you need an in-person visit or tests before giving an opinion.
• Genetic test results and their interpretation are discussed with a specialist and are not a diagnosis on their own.

04Patient account

• You must keep the details in your account and medical file accurate and up to date, because your doctor relies on them.
• You sign in with a code sent to your email; never share it — the Geneo Clinic team will never ask for it. Do not use “Remember me” on a shared device.
• The account is personal. If the service is for someone under eighteen, it is handled by a parent or legal guardian.
• You may ask to close your account at any time; medical records are kept for the period required by law.

05Remote consultations

• They take place over an encrypted, unrecorded video call, after you accept their terms in the waiting room.
• Join from a suitable private place and have your ID ready to be checked at the start. The doctor may stop the session if identity cannot be verified or the case is not suitable for remote consultation.
• The join button opens ten minutes before the confirmed appointment once any fee has been paid. Recording or filming the session by either party is not allowed.
• We are not responsible for interruptions caused by your internet connection or device, and we reschedule the session if it fails on our side.

06Prices and payment

• Prices are in Saudi riyals and include VAT unless stated otherwise. A price marked “from” is finalised after the consultation and the type of test.
• Payment is requested after the appointment is confirmed, through the MyFatoorah gateway (mada, Apple Pay, STC Pay, cards) or at the clinic, and an invoice is issued.
• Cancellation and refunds follow the cancellation and refund policy.

07Doctors and the doctor portal

• Consultations are given only by doctors licensed by the Saudi Commission for Health Specialties, whose licence Geneo Clinic verifies before activating their account.
• Doctors keep patient data confidential, view only the files of their own patients in their consultations, and every view is logged.
• Applying to join does not guarantee acceptance; the administration reviews applications and may accept, reject or ask for more information.

08Acceptable use

• You may not send requests in someone else’s name without permission, enter misleading information or upload harmful files.
• You may not try to access other people’s data, disrupt the website or bypass its protections.
• We may suspend any account that breaches these terms.

09Intellectual property

The website’s content, designs and the “Geneo Clinic” mark belong to Virtual Medicine Holding Company and may not be copied or used commercially without written permission.

10Limitation of liability

We exercise due professional care in our services. To the extent permitted by law, we are not liable for harm resulting from inaccurate information provided by the patient, from using awareness content instead of a consultation, or from failures beyond our control.

11Governing law and changes

These terms are governed by the laws of the Kingdom of Saudi Arabia, whose courts have jurisdiction over any dispute. We may update the terms when our services or the law change, and publish any update on this page with its date.