Terms and conditions

1. Accepting these terms

By using the YouLab website or app, or by creating an account, you agree to these terms and to the privacy policy. If you do not agree, do not use the service.

2. YouLab’s role

YouLab is a technology provider only. We provide a platform that helps you read a prescription, compare service providers, book, and follow your results. YouLab is not a lab or a medical institution, and does not provide any medical service.

All medical services, including sample collection, testing and issuing results, are provided by certified institutions (the "service provider"). The service provider alone is responsible for these services, for their quality, accuracy and licensing, and for its staff.

Refunds and any other service are subject to the service provider’s policy. Our role is to handle the communication: we pass your request to the service provider, follow it up, and tell you the reply.

3. Not medical advice

YouLab does not give a medical diagnosis. Result explanations, assistant messages and blog articles are for awareness only, and do not replace talking to your doctor. Do not start, stop or change any treatment based on them.

The assistant uses AI and can make mistakes when reading a prescription or explaining a result. If an explanation differs from the lab report, the lab report prevails.

YouLab is not an emergency service. If you have an emergency, go to the nearest emergency room right away.

4. Your account

• You must be 18 or older to create an account.
• Your details must be correct, and you must update them if they change.
• You are responsible for keeping your mobile number safe and for everything done from your account.
• If you add a family member, you must be their guardian or have their agreement.

5. Prescriptions and tests

Check the list of tests yourself before confirming a booking, and compare it with your prescription. You are responsible for the accuracy of what you upload and for the tests you confirm. Ask your doctor if you are unsure about any test.

6. Booking and prices

You see the final price and time before you pay. A booking is a contract between you and the service provider, and is confirmed when you receive the confirmation message. The service provider sets prices, times and available areas, and these may change before a booking is confirmed.

7. Payment

Payment is made through payment companies, by the methods shown when you book, such as bank card, Meeza, mobile wallets and InstaPay. Some service providers allow payment at the time of collection. Card details are held by the payment gateway, and we do not keep the full card number.

8. Cancellation, rescheduling and refunds

Cancellation, rescheduling and refunds are subject to the policy of the service provider you booked with, and the provider decides on them. You can send your request from the app or by email, and we pass it to the service provider, follow it up and tell you the reply.

When the service provider approves a refund, the amount goes back to the same payment method, and usually appears within 3 to 5 business days.

9. Your visit and preparation

Follow the preparation instructions, such as fasting, and be at the agreed place on time. If you are unsure about the instructions, or take any medicines, ask your doctor or the service provider. Not following the instructions can affect the result.

10. Results

The service provider issues the result and is responsible for its accuracy and timing. Times for results are estimates. If you share a result by link, you are responsible for choosing who receives it, and the link stops working on its own after 7 days.

11. Acceptable use

You must not:

• Upload a forged prescription, or another person’s data without the right to do so.
• Tamper with any sample or result, or use the service to mislead a lab, an authority or a person.
• Try to break into or disrupt the service, or collect its data by automated means without permission.
• Resell the service or use it for anything unlawful.

12. Content and ownership

The YouLab name, logo, design and content belong to us or to their owners, and may not be copied or used commercially without written permission. Lab names and logos belong to their owners.

13. Limits of liability

Because YouLab is a technology provider only, we are not responsible for medical services, for a service provider’s errors, delays or failure to perform, or for any health decision you make based on result explanations or assistant messages.

We work to keep the service available and accurate, but we do not guarantee it will run without interruption or error. To the extent the law allows, we are not liable for indirect damages.

Nothing in these terms limits rights you cannot waive under Egyptian law, including Consumer Protection Law No. 181 of 2018.

14. Suspending and closing an account

You can ask to close your account at any time. We can suspend any account that breaks these terms. In both cases, health records stay stored as described in the privacy policy.

15. Changes to these terms

If we change these terms, we update the date at the top of the page. If the change is important, we tell you in the app or by message. Continuing to use the service after that means you accept them.

16. Law and courts

These terms are governed by Egyptian law, and the courts of Cairo have jurisdiction over any dispute, without affecting your right to go to the Consumer Protection Agency. The Arabic version prevails if it differs from this translation.