Terms and Conditions

1. Service Structure and Allocation of Responsibility

Vivo Clinic Dubai operates exclusively as a marketing, administrative, and appointment-facilitation provider.

All medical consultations, treatments, procedures, prescriptions, clinical decisions, and healthcare services are provided solely by EMORA Clinic, which is the treating and responsible medical entity.

Vivo Clinic Dubai does not provide medical advice, diagnosis, or treatment and does not act as a healthcare provider.

2. Role of Vivo Clinic Dubai

Vivo Clinic Dubai’s role is strictly limited to non-clinical services, including:

• Marketing and promotion of services provided by EMORA Clinic
• Managing enquiries, bookings, and appointment scheduling
• Providing administrative and customer service support
• Facilitating communication between clients and EMORA Clinic

Vivo Clinic Dubai does not participate in, influence, supervise, or control any clinical decision-making and accepts no responsibility for medical outcomes, treatment suitability, or clinical results.

3. Role of EMORA Clinic

EMORA Clinic retains full, exclusive, and sole responsibility for all medical and clinical matters, including but not limited to:

• Medical assessments and suitability determinations
• Treatment planning and clinical protocols
• Medical staff employment, training, supervision, and conduct
• Medical records, consent documentation, and patient files
• Aftercare advice and medical follow-up
• Compliance with all applicable healthcare regulations and professional standards

Any claim, complaint, injury, or liability arising from medical treatment, clinical advice, or healthcare delivery rests solely with EMORA Clinic.

4. Client Acknowledgement

By proceeding with a consultation or treatment, the client expressly acknowledges and agrees that:

• Vivo Clinic Dubai is not the medical service provider
• EMORA Clinic is the sole treating and responsible medical entity
• All medical responsibility, liability, and clinical oversight rest exclusively with EMORA Clinic

Nothing in these Terms excludes or limits liability where such exclusion is prohibited by law.

5. Staff Allocation

All clinical staff delivering treatments operate under the authority and protocols of EMORA Clinic. Continuity of treatment with a specific named practitioner is not guaranteed.

6. Appointments, Cancellations, and Attendance

Clients must provide a minimum of 48 hours’ notice to cancel or reschedule an appointment.

• Failure to provide sufficient notice will result in a cancellation fee of AED 250
• All future treatments must be paid in advance
• Cancellations and rescheduling must be made by telephone directly with the clinic
• Cancellations via voicemail, email, or messaging platforms are not accepted

7. Arrival Time and Clinic Delays

Clients must arrive at least 10 minutes prior to their scheduled appointment.

Late arrival may result in reduced treatment time or forfeiture of the appointment without refund. Appointments may be delayed, rescheduled, or cancelled due to unforeseen circumstances. No compensation is payable for such delays.

8. Pre-Treatment Instructions

Clients must strictly follow all preparation instructions provided prior to treatment. Failure to comply may result in cancellation, reduced treatment time, or additional charges.

9. Payments, Deposits, and Prepaid Treatments

• A 50% non-refundable deposit is required at the time of booking
• The remaining balance must be paid in full on the day of treatment unless already prepaid
• Deposits are forfeited in cases of non-attendance or refusal to proceed after consultation

All prepaid treatments are non-refundable. Prepaid balances may be transferred to alternative treatments offered at the clinic.

Advance payments are refundable only where treatment is deemed medically unsuitable by EMORA Clinic and supported by valid medical documentation.

10. Treatment Suitability

All treatments are subject to medical assessment by EMORA Clinic. Where treatment is deemed unsuitable, the client will only be responsible for the consultation fee, if applicable.

11. Refusal of Treatment

EMORA Clinic reserves the right to refuse treatment at its discretion, including where medical information has not been fully disclosed. Full charges may apply in such cases.

12. Liability

Vivo Clinic Dubai accepts no liability for medical treatment, clinical advice, outcomes, or healthcare delivery.

Clients are responsible for providing complete and accurate medical histories. Failure to disclose relevant information may result in injury, for which Vivo Clinic Dubai bears no responsibility.

Nothing in these Terms limits liability for death or personal injury caused by negligence where such limitation is unlawful.

13. Client Responsibilities

Clients must follow all aftercare instructions provided by EMORA Clinic. Failure to do so may adversely affect results and recovery and void any outcome-related discussions.

14. Customer Service and Complaints

Service-related queries must be submitted via the online contact form. Responses may take up to 5 working days.

Medical complaints must be directed to EMORA Clinic, as the treating medical entity.

15. Special Offers and Vouchers

• Discounts cannot be combined and apply only to standard retail prices
• Vouchers are non-refundable and non-transferable once booked
• Failure to attend results in forfeiture of the voucher
• A minimum of 48 hours’ notice is required for amendments
• Management decisions are final

16. Third-Party Correspondence

Vivo Clinic Dubai reserves the right to charge fees for responding to correspondence or documentation requests from third parties, including solicitors, insurers, and government bodies.

17. Data Protection

Client data is stored securely and is not shared with third parties. Marketing communications are optional and may be unsubscribed from at any time.

18. Governing Law

These Terms and Conditions are governed by the laws of the United Arab Emirates. Any dispute shall fall under the exclusive jurisdiction of the courts of Dubai and the UAE, whose decisions shall be final and binding.