Terms & Conditions

Last updated: September 11, 2026

Welcome to Sila Med Care.

By using the Sila Med Care website, contacting us through it, or requesting any of our digital services or treatment-journey coordination services, you acknowledge that you have read and understood these Terms & Conditions and agree to be bound by them to the extent applicable to your use of the website or our services.

If you do not agree to these terms, please do not use the services that require accepting them.

1. About Sila Med Care

Sila Med Care is a specialized provider of coordination and support for medical-travel journeys, aiming to help patients and their companions organize the logistical and procedural aspects related to the treatment journey.

Depending on the client's needs and the nature of the journey, our services may include:

• Help coordinating appointments.
• Help communicating with hospitals and relevant parties.
• Reception arrangements.
• Help coordinating accommodation.
• Translation and language coordination when needed.
• Following up on some procedures related to the journey.
• Tracking the client's journey through the electronic system.
• Other support services agreed with the client.

Available services vary from case to case.

2. Sila Med Care is not a medical provider

Sila Med Care is not a hospital, clinic, doctor, or a diagnostic or treatment provider.

The information published on the website is intended to introduce our services, provide general education, and facilitate coordination, and does not constitute a medical diagnosis, treatment prescription, or medical opinion.

Decisions relating to diagnosis, treatment, procedures, medication, and medical steps are the responsibility of the treating doctor or medical team and the competent healthcare provider. Users should not rely on the website's content as a substitute for specialized medical consultation.

3. Nature of coordination services

Sila Med Care plays a coordinating and logistical role between the client and the parties related to the service. Our coordination does not mean Sila Med Care guarantees:

• A patient's acceptance by a particular hospital.
• Availability of a particular appointment.
• A particular medical outcome.
• The success of a medical procedure.
• Improvement of a health condition.
• A specific treatment duration.
• A specific surgical or treatment result.

Any medical decision, treatment acceptance, or health outcome is subject to the relevant medical authority and its assessment.

4. Information on the website

We strive to provide clear and up-to-date information as much as possible. However, some information related to hospitals, appointments, services, prices, procedures, or travel requirements may change without prior notice.

Therefore, no information published on the website should be considered a final commitment to provide a specific service unless confirmed clearly with the client.

5. Requesting a service

A client may contact us through the website or the official contact channels available. Submitting a service request is considered a request for coordination and not necessarily final acceptance of the service.

After reviewing the request, the Sila Med Care team may contact the client to obtain the necessary information and clarify the scope of the service and the next steps.

6. Client's responsibility for information

The client undertakes to provide correct and accurate information as much as possible. This includes, when needed: name, contact details, travel details, companion information, reports or documents the client chooses to share, and any information necessary to carry out the service.

The client bears responsibility for ensuring the accuracy of the information they provide. Providing incorrect or incomplete information may delay the service or make it impossible to carry out certain procedures.

7. Reports and medical information

If a client chooses to share medical reports or documents, they must ensure that the information provided belongs to them or that they have the legal right to share it. The client must not send medical information that is not necessary for the purpose of the service.

Personal and medical information is processed in accordance with the privacy policy published on the website. Medical reports are not public content and are not published on the website or the Honor Wall.

8. The "My Journey" electronic patient tracking service

Sila Med Care may provide a client whose journey has started with an electronic service to track the status of their journey, which may include: the current stage, the last update, the next step, tasks required from the client, appointment information, some journey details, and documents the system allows to be shown to the user.

This service is intended for the relevant client only. The client must not share their journey's access link or verification codes with others.

9. Accessing "My Journey"

The system may use verification methods such as: phone number, a one-time verification code (OTP), a private access link, or other technical means determined by the system.

This aims to make it easier to access the journey without requiring the client to create a complex traditional account. The client remains responsible for keeping their verification codes and private access links confidential.

10. Appointments and hospitals

Sila Med Care may help request or coordinate appointments with medical parties, but an appointment is not considered confirmed until it is confirmed by the relevant party or by the Sila Med Care team in the agreed manner.

A medical party may change or cancel an appointment or request additional information. In such cases, Sila Med Care makes reasonable efforts to help with coordination, without being responsible for the independent decisions of the medical party.

11. Travel and visas

When providing services related to travel or related procedures, Sila Med Care's responsibility is limited to the agreed service. Sila Med Care does not guarantee: issuance of a visa, entry into a particular country, approval of the competent authorities, permission to travel, or that travel requirements will not change.

Decisions on entry, visas, immigration, and passports remain the responsibility of the relevant government authorities.

12. Accommodation, reception, and transport

When the service includes help arranging accommodation, reception, or transport, this is done according to the available options and the nature of the agreement with the client. Prices, availability, and specifications may vary depending on the date, location, and the service provider.

The client is informed of the essential details before the arrangement is confirmed, when possible.

13. Prices and payments

If there is a paid service, the fees or the method of calculating them are clarified to the client before the service is completed, depending on the nature of the service. Prices or estimates published on the website are not considered a final offer if they depend on variable factors.

Some costs may vary based on: the date, the city, the hospital, the type of service, the length of stay, the client's requirements, and changes in service providers' prices.

14. No guarantee of medical outcomes

Sila Med Care recognizes that every medical case is different from another. We therefore do not provide any guarantee or promise of a specific treatment outcome. No statement on the website should be interpreted as a promise of a cure or the success of a medical procedure or a specific health outcome.

15. Honor Wall – "The Unknown Soldier Medal"

The website allows some companions to share their stories and experiences through short videos. This participation is handled as follows: uploading a video does not mean publishing it.

Uploaded content remains unpublished until it is reviewed and approved by Sila Med Care's management. A video is not published on the Honor Wall until the appropriate consent has been obtained from its owner.

16. Responsibility of the video's owner

When uploading any video, image, or story, the user acknowledges that they:

• Have the right to share the content.
• The content does not infringe another person's rights.
• They are not uploading unlawful or offensive content.
• They are not uploading documents or medical information belonging to another person without proper right or permission.
• They are not using the platform to spread misleading or offensive information.

If other people appear in the video, the video's owner must ensure they have the appropriate right to share and publish the video.

17. Consent to publish

When a user chooses to participate in the "Honor Wall", they may be asked to confirm their consent to publish the content, and that consent is tied to the specific purpose explained to them.

Submitting the video does not mean Sila Med Care is obliged to publish it. Sila Med Care has the right to refuse or decline to publish any content that does not comply with the website's standards or the goals of the Honor Wall.

18. Removing content

The content owner may contact Sila Med Care to request the removal of a video or content previously published on the Honor Wall. We will review the request and take the appropriate action based on the nature of the content, the circumstances, and any related legal obligations.

19. Prohibited content

It is prohibited to use the website to upload or publish: unlawful content, offensive or defamatory content, content that incites hatred or violence, content that violates others' privacy, medical or personal information belonging to others without proper authorization, content that infringes intellectual property rights, deliberately misleading content, harmful software or files, or any content intended to hack the website or disrupt its services.

Sila Med Care has the right to refuse or remove any content that violates these terms.

20. Intellectual property

All original elements present on the Sila Med Care website, including — as applicable: the logo, visual identity, texts, designs, graphics, interfaces, original content, and the names of the website's sections and systems, are owned by Sila Med Care or used under appropriate rights and licenses, and may not be copied, reused, or commercially exploited without prior permission.

21. Use of the website

The user agrees to use the website in a lawful and responsible manner. It is prohibited to attempt: hacking the website, accessing other users' accounts or journeys, bypassing protection systems, extracting user data through unauthorized means, disrupting the website, using automated tools in a way that harms the service, or impersonating another user.

22. Third-party services and links

The website may include links or information related to third parties, such as hospitals, service providers, or other platforms. Sila Med Care does not necessarily control the policies or systems of those parties. The client should review the third party's terms when dealing with them directly.

23. Availability of the website

We strive to keep the website available and stable, but uninterrupted operation at all times cannot be guaranteed. Downtime may occur due to: maintenance, system updates, hosting issues, technical failures, or reasons beyond reasonable control.

We will strive to fix issues and restore service as soon as possible.

24. Cybersecurity

Any use of the website that leads to attempting unauthorized access to client data or internal systems is prohibited. If suspicious activity or an attempted misuse is detected, we may take the necessary technical measures to protect the website and clients.

25. Suspending or restricting access

Sila Med Care may suspend or restrict access to certain services if: the website is used in a violating manner, a security risk is found, materially misleading information is provided, the service is used to harm others, or continued access could put the system or clients at risk. This will be done to the extent appropriate to the nature of the case.

26. Limitation of liability

Sila Med Care makes reasonable efforts to provide coordination and information services professionally. However, some elements of the treatment journey depend on external parties and decisions that Sila Med Care does not control, such as: doctors' decisions, hospitals' decisions, visas and immigration, airlines, government authorities, accommodation providers, transport providers, or emergencies or circumstances beyond control.

These terms should not be interpreted as a waiver of any liability that cannot be legally excluded.

27. Circumstances beyond control

Services may be affected by exceptional events such as: natural disasters, wars or unrest, epidemics, border closures, government decisions, flight cancellations, major technical failures, or events that cannot reasonably be foreseen or controlled.

In such cases, we strive to help the client re-coordinate as much as possible.

28. Privacy

The collection, use, and processing of personal information is governed by Sila Med Care's privacy policy, which is considered an integral part of these Terms & Conditions. These terms do not cancel any rights granted to the user under the laws applicable to their situation.

29. Clients from different countries

Since Sila Med Care serves clients from Sudan, Gulf countries, Iraq, African countries, and other countries, some data-processing operations or service delivery may be subject to different legal requirements depending on the client's location and the nature of the service.

Sila Med Care complies, to the extent applicable to it, with the relevant legal and regulatory requirements. These terms are not intended to deprive any user of a legal right that cannot be excluded under the applicable law.

30. Amending the terms

We may update these terms from time to time as a result of: website development, addition of new services, changes in how services are delivered, legal or regulatory changes, or technical updates.

The updated version will be published on the website along with an updated "last updated" date. Users are advised to review the terms when continuing to use the services.

31. Severability

If any provision of these terms is found to be invalid or unenforceable under the applicable law, this does not affect — as far as possible — the validity of the remaining provisions.

32. Governing law and dispute resolution

The relationship between the user and Sila Med Care is governed by the applicable laws depending on the nature of the service, the location of the parties, and the relevant legal circumstances. In the event of a dispute, the parties will first seek to resolve it amicably through direct communication.

This provision is not intended to exclude any judicial jurisdiction or legal right that cannot be excluded under the applicable law.

33. Contact us

For any inquiry related to these terms or Sila Med Care's services, you can contact us through the official contact channels published on the website.