Marham Medicare (Pvt.) Ltd. • marham.pk and the Marham app
Last updated: 30 June 2026
These Terms govern your use of Marham, operated by Marham Medicare (Pvt.) Ltd. (“Marham”). By creating an account, booking or paying for an appointment, or ticking the acceptance box before a consultation, you agree to these Terms, the Refund Policy, and the Privacy Policy.
Marham operates marham.pk and the Marham app, a platform that connects patients with independent, verified doctors for online consultations (video, audio, or chat), in-clinic appointments, and related health services.
Marham is only a booking and facilitation platform. Marham does not practise medicine, does not provide healthcare services, and does not employ the doctors listed. The treating doctor — not Marham — is solely responsible for the advice, diagnosis, prescription, and treatment you receive. Each consultation is a separate agreement between you and the doctor; Marham is not a party to it and does not endorse or guarantee any doctor, their availability, or their conduct.
Marham is not for medical emergencies. In an emergency, call 1122 or go to the nearest hospital immediately.
When you book, you choose a doctor, date, time, and consultation type. Fees are set by or for the doctor and shown before you pay. Your appointment is confirmed only once the doctor’s availability is confirmed:
You receive a confirmation in the app and by SMS or WhatsApp once your appointment is confirmed. If the doctor is not available, Marham will reschedule your appointment, arrange a suitable alternative doctor, or give you a full refund.
For an online consultation, you must complete payment within 1 hour of making the booking. If payment is not made within 1 hour, the booking will not remain active and will be cancelled.
Card and bank details are processed securely by Marham’s payment partner and are not stored by Marham. You are responsible for correct payment details and sufficient funds. Marham is not liable for any failed, delayed, duplicated, or declined transaction, or for any bank or card charge. Any chargeback dispute must first be raised with Marham support before your bank.
Online consultations take place by video or audio call in the app. If a connection issue interrupts the call, you can reconnect and continue within the scheduled time. Marham allows a grace period of 15 to 20 minutes if either side is late, so please be ready on time.
A stable connection and working device are your responsibility. Marham is not responsible for the quality of any consultation, or for any interruption, dropped call, or failure caused by your device, your internet, the doctor’s connection, or any network. An online consultation is not a physical examination, and Marham is not liable for any loss or outcome arising from any online or in-clinic consultation.
If your doctor is late beyond the grace period, becomes unavailable, or does not show, Marham will, at your choice: offer the earliest slot with the same doctor, help you book a suitable alternative, or give you a full refund.
Doctors may sometimes become unavailable due to a medical emergency of their own, such as being called in for a surgery. This is a normal part of medical practice, and by booking you accept that a doctor can run into such situations. If this happens, Marham will reschedule your consultation with another suitable doctor or for another time that works for you.
This is your sole and exclusive remedy if a doctor is late, unavailable, or does not show. You are never charged for a consultation that did not take place due to doctor unavailability. Marham accepts no further liability for the conduct, professionalism, lateness, or non-attendance of any doctor.
You can cancel up to 2 hours before your appointment for a refund. If you cancel within 2 hours, do not attend, or do not join within the grace period, the fee is not refundable.
Rescheduling the same consultation requires no new payment if requested before the appointment. Reschedule requests made during the consultation will not be entertained.
If you move to a different doctor, any fee difference is settled first — you pay the extra, or the difference is credited to your Marham Wallet. If the doctor cancels, you may reschedule or get a full refund.
A refund must be requested within 7 days of the appointment date. Every request is reviewed against the Refund Policy, and timelines begin once it is approved.
Approved refunds are processed as:
Marham is not responsible for delays caused by the payment gateway or your bank. Cash is not refunded, and no refund is due for a consultation that has taken place.
Marham is not liable for any medical advice, diagnosis, prescription, treatment, error, omission, or negligence of any doctor, or for any outcome of any consultation.
The service is provided “as is” and “as available”, without warranty of any kind. To the maximum extent permitted by law, Marham is not liable for any indirect or consequential loss, and Marham’s total liability for any claim connected with a booking is limited to the consultation fee you actually paid for that booking. Nothing here excludes liability that cannot lawfully be excluded.
You agree to indemnify Marham against any claims, losses, or expenses arising from your misuse of the service or breach of these Terms.
Use Marham only for lawful, personal, non-commercial purposes. Do not attempt unauthorised access, scrape data, or disrupt the Platform, and treat doctors and staff with respect. Abuse, fraud, or misuse may lead to suspension.
Reviews and feedback you post must be lawful, honest, and respectful. By posting, you grant Marham a non-exclusive, royalty-free licence to use and display the content, and Marham may remove anything that breaches these Terms.
All content, trademarks, and software on the Platform belong to Marham or its licensors. You receive a limited, personal right to use the service; no other rights are transferred.
Marham collects and processes the information you share, including health information given during your consultation, in line with the Privacy Policy. Your details may be shared with the treating doctor and with Marham staff who handle your booking, refund, or support. The Platform may link to third-party services such as labs, pharmacies, or payment providers, which are governed by their own terms; Marham is not responsible for their acts or omissions.
Marham may update these Terms from time to time and will post the updated version; continued use means you accept the changes. Marham may suspend or close an account that breaches these Terms or for any lawful reason, without liability to you.
These Terms are governed by the laws of the Islamic Republic of Pakistan. Any dispute will first be referred to a sole arbitrator appointed by Marham under the Arbitration Act, 1940, with venue at Lahore; subject to arbitration, the courts of Lahore have exclusive jurisdiction. Any claim must be brought within one year of the cause arising.
By booking or paying for an appointment, you confirm that you have read and agree to these Terms & Conditions, the Refund Policy, and the Privacy Policy.
Questions? Reach Marham support at info@marham.pk.