Patient rights, privacy & service policies

Privacy policy

Bali Doc collects only the essential personal information needed to provide your consultation and care. Your data is shared exclusively with the licensed practitioners, pharmacies or laboratories directly involved in your care. To coordinate your care we communicate through WhatsApp and our booking system, and only the details needed to arrange your service are handled there. Medical records are retained in accordance with regulatory requirements.

We apply robust protections: encryption, multi-factor authentication, access controls and monitoring. You may request access to, or deletion of, your data by emailing info@balidoc.com. Our website relies on essential cookies to function, and uses analytics and advertising cookies (Google and Microsoft tags) to measure our service and advertising. You can limit these through your browser or device settings, and no medical information is ever shared with advertising platforms.

Our practices align with Indonesian law and incorporate international standards drawn from the HIPAA and GDPR frameworks.

Terms of service

Service overview

Bali Doc facilitates online video consultations between patients and licensed general practitioners or specialists. Whether a prescription is issued is at the doctor's discretion; prescriptions are not guaranteed. Controlled-substance prescriptions require a licensed specialist and lawful authorisation. The service is not for emergencies.

User eligibility

Services are intended for adults aged 18 and over. Children and minors are seen only with a parent or guardian present, who consents to and actively supervises the consultation.

Free initial consultation

The first GP consultation is complimentary and informative, designed to explore your medical concerns and assess whether further services apply. This offer excludes specialist appointments, packages and subscriptions.

Paid services

Follow-up consultations, prescriptions, specialist visits and packages require payment through secure channels: international cards, direct bank transfer via Wise, local digital payment methods, or cash paid in at participating minimarket branches across Bali. Services are billed individually, with no automatic recurring charges unless agreed in advance.

Bali Doc is a private healthcare provider and is not part of Indonesia's public health insurance system, so paid services are provided on a self-pay basis. On request we supply official receipts, a medical report and our registered company details for reimbursement claims with travel or private health insurers.

Patient responsibilities

Patients must provide accurate information and maintain respectful conduct. Consultations while intoxicated, or involving abusive or discriminatory behaviour, are not permitted.

Intellectual property & records

Bali Doc owns the platform's design and content. Your medical records belong to you and are processed only in accordance with this Privacy Policy.

Liability

Treatment is guided by the physician's professional judgement, and outcomes are not assured. Bali Doc is not liable for indirect or consequential damages.

Refund & cancellation policy

Free first GP consultation

No payment is required for the initial GP consultation; you may cancel or reschedule it without charge.

Paid services

Paid items may include prescriptions, referrals, lab work, packages or medication delivery. Refund or rescheduling eligibility depends on whether costs have been incurred: if not yet incurred, a full refund or rescheduling applies; if costs exist, a case-by-case review may yield a partial refund or credit.

Refund eligibility

Refunds apply when a service was not delivered, where a technical failure occurred on Bali Doc's side, or where a licensed partner failed to fulfil a prepaid service. Refunds are not given where a service was successfully provided, where an appointment was missed, or where dissatisfaction stems solely from a medical outcome that cannot be guaranteed.

Medication delivery verification

Licensed pharmacies prepare medications in tamper-evident seals with photographic documentation. On arrival, please verify the contents immediately. A claim for a missing, incorrect or damaged item requires a continuous, uninterrupted video, recorded before breaking the seal, showing the sealed package, the shipping label, the opening process and the contents, submitted within 24 hours. Without that video evidence, or if the package was opened before recording, Bali Doc cannot verify the claim and no refund or replacement can be issued. Where the video confirms a pharmacy or courier error, a replacement or resolution is provided.

Approved refunds are processed within 5 business days to the original payment method.

Prescription policy

Authorised prescribing

Prescriptions are issued only after an online video consultation with a licensed physician or specialist. Bali Doc acts as the platform; doctors determine prescriptions at their discretion.

Prescription types

GPs prescribe medications that comply with Indonesian law. Specialists may prescribe controlled substances (such as certain psychiatric medications) where legally permitted and clinically appropriate. Certain weight-management medications may require prior lab testing.

Identity verification

Identity documents are not required to consult a doctor. Before prescription medication is dispensed, Indonesian healthcare regulations require verification of the patient's identity: a copy of a passport or ID may be provided digitally. It is used solely to issue the prescription to the correct patient, to support accurate medical records and to comply with Indonesian regulations, and is handled under the Privacy Policy above.

Fulfilment

Patients receive a prescription in person, or choose delivery via a licensed partner pharmacy under legal agreement with Bali Doc. See our partner pharmacy information. A prescription issued by a licensed Indonesian doctor may also be filled at any other licensed pharmacy in Indonesia, subject to stock and applicable regulations; where a prescription document is requested, the prescription fee is payable before it is issued.

Restrictions

No prescription is issued without a prior consultation, and a consultation does not guarantee a prescription. Medications prohibited under Indonesian or international law are not prescribed.

Patient rights

As a Bali Doc patient, you have the right to:

• Transparent information about services and fees.
• Protection of your privacy and medical data.
• Refuse treatment or seek a second opinion.
• Respectful, dignified interactions with all staff and providers.

Contact

Questions about privacy, terms, refunds or prescriptions can be directed to info@balidoc.com, or message us on WhatsApp.

Bali Doc · operated by PT Sehat Investasi Digital · Bali, Indonesia.