This Service Level Agreement explains how consultations and support requests are handled on Daleela and what response times users can expect.
This SLA forms part of Daleela's Terms of Service.
Medical consultations on Daleela are remote and asynchronous. They are not live conversations.
Doctors review cases after they are submitted and respond through the platform.
Consultation timelines depend on doctor availability, case complexity, and the information provided by the user.
Daleela does not replace in-person medical care and is not intended for emergencies. Users requiring urgent care should contact local emergency services.
Most consultations receive a response within 24 to 48 business hours after a case is submitted.
Business hours follow Daleela's operational schedule and may exclude weekends and public holidays.
Some cases may require additional review and may take longer.
Some consultations may require laboratory tests, scans, or medical reports before the case can continue.
In these situations the consultation timeline depends on when the required results are completed and submitted.
If delays are expected, users may be notified through in-app notifications, banners, disclaimers, or other platform messages.
These communications are used to keep users informed about service interruptions or operational delays.
Daleela's support team typically responds to user inquiries within 24 to 48 business hours.
Some requests may require internal review or coordination with other teams, partners, or external service providers.
Resolution timelines may depend on those teams or providers.
Response time may vary depending on doctor availability, case complexity, incomplete information, public holidays, system maintenance, technical issues, or external service providers.
Providing clear and complete information helps doctors review cases faster.
Users are responsible for submitting accurate and complete information when creating consultation cases.
Missing or unclear information may delay medical review.
Medical advice provided through Daleela is based solely on the information submitted by the user during the consultation. Changes in symptoms, missing information, or incomplete medical history may affect the doctor's assessment.
Doctor availability may vary depending on specialty demand, scheduling, operational capacity, and case volume.
Response time may be affected when demand for a specialty exceeds available doctor capacity.
Some consultations may depend on external laboratories, pharmacies, imaging centers, or medical partners.
These providers operate under their own timelines and operational policies.
Delays from third-party providers may affect consultation progress.
If a doctor determines that a case requires urgent or in-person care, the user may be advised to seek medical attention outside the platform.
Daleela consultations are intended for non-emergency guidance.
During periods of unusually high case volume, response times may temporarily exceed normal expectations.
When possible, Daleela will notify users of delays through in-app messages or other communication channels.
Significant delays beyond expected service timelines without prior notice may qualify for review according to the Refund Policy.
Possible outcomes may include a consultation token replacement or a refund review according to the Refund Policy.
Each case is evaluated individually.
Doctors remain responsible for the medical advice they provide through the platform.
Daleela is responsible for operating the platform, routing cases, and maintaining system security and data protection.
Daleela may review, moderate, or restrict consultations that violate platform policies or present safety concerns.
Doctors may limit responses to the specific medical concern described in the consultation and may decline to address unrelated questions.
Some consultation cases may be rejected and not reviewed further.
This may occur if the request falls outside the doctor's specialty, cannot be safely evaluated remotely, lacks required information, violates platform policies, or relates to a topic not supported by the platform.
If a case is rejected, the consultation will not proceed.
The consultation token may be returned for use in another consultation or may be reviewed for a refund according to the Refund Policy.
Cases that involved medical review or interaction may not be eligible for a refund.
Consultations may be automatically closed after a defined period of inactivity or once the doctor has completed their response.
Follow-up questions may only be submitted within the allowed consultation follow-up period defined by the platform.
This SLA should be read together with the Terms of Service, Refund Policy, and Medical Disclaimer.
If there is any conflict between policies, the Terms of Service prevail.
Support: support@daleela.app
Instagram: @daleela.app
WhatsApp: +20 102 2701662
Daleela may update this SLA from time to time.
The version active at the time a consultation is submitted applies.