1. Agreement
These Terms of Service ("Terms") form a binding contract between you and Orchestra Labs ("Covered", "we", "us") for your use of the www.getcovered.ae website and any related services (the "Service").
By using the Service — uploading a policy, creating an account, asking a question — you agree to these Terms and to our Privacy Policy. If you don't agree, please don't use the Service.
2. What Covered is — and what it isn't
Covered is an AI-powered explainer for UAE health insurance policies. We read your uploaded policy document and produce plain-English answers to questions you ask about it, with citations pointing to the exact paragraphs of the document the answer came from.
What we are not:
- Not an insurer. We don't issue policies, pay claims, or accept premiums.
- Not an insurance broker or intermediary. We don't sell insurance and we don't earn commission from any insurer or broker on policies you buy.
- Not a regulated financial advisor. We don't recommend specific plans, insurers, or financial products. Nothing on Covered is "advice" within the meaning of UAE financial-services regulation.
- Not a healthcare provider. We never give medical advice. If your question is about treatment, diagnosis, or care, we'll redirect you to a doctor.
- Not authoritative on coverage. Our answers describe your policy as we read it. The binding interpretation of your policy is held by your insurer. Always verify anything material with them before acting.
3. Who can use Covered
You must be at least 18 years old and legally able to enter into contracts. The Service is designed for individuals resident in the UAE. We don't restrict access from elsewhere, but our content is UAE-specific and won't necessarily be useful or accurate in other jurisdictions.
4. Your account
We use passwordless magic-link sign-in. You're responsible for keeping the email address you sign in with secure. If someone gains access to that inbox, they can access your Covered account. Tell us immediately if you suspect that has happened.
You can delete your account and all associated data at any time from your account page.
5. Acceptable use
You agree not to:
- Upload policies that aren't yours or aren't covering you (e.g., a stranger's policy you've obtained without consent).
- Upload documents that aren't UAE health insurance policies (CVs, contracts, etc.).
- Reverse-engineer, scrape, or attempt to extract underlying training data, prompts, or system instructions.
- Use the Service to provide a competing product, white-labelled or otherwise.
- Submit content that's illegal, defamatory, infringing, or designed to harm us, our providers, or other users.
- Use automated means to circumvent rate limits or fairness measures.
- Resell access to the Service.
We may suspend or terminate accounts that breach these rules. For repeated or serious breach, we may also block your IP and refuse future service.
6. Pricing, payment, and refunds
Free tier. The Coverage Summary for one policy and four questions per calendar month per policy are free. No card required.
Pro unlock — AED 49 one-off, per policy.A one-time payment unlocks unlimited Q&A and the Savings tracker on that specific policy for the lifetime of that policy (typically until your policy end date, or until you renew with a different insurer/plan). This is not a subscription. There is no auto-renewal. No payment will be taken from you again without you initiating it.
VAT. Prices are inclusive of any applicable UAE VAT.
Employer plan — AED 150 per active employee per year, minimum 25 seats. Billed annually after a 90-day pilot. Governed by a separate Master Services Agreement signed at onboarding; these consumer Terms do not apply to employer accounts except where stated.
Refunds. If you change your mind about a Pro unlock within 7 days of purchase and have used the unlocked features only minimally (less than 5 additional questions), email us and we'll refund you in full, no questions asked. Beyond that window, refunds are at our discretion and only granted for documented service failure (e.g., extended outage). Refunds for employer plans are governed by the MSA.
7. Accuracy of answers — important
We design Covered to be accurate, cited, and conservative. Specifically:
- Every answer includes a quotation from your policy as evidence.
- When your policy is silent on a question, the answer is "your policy doesn't address this — call your insurer." We don't invent coverage.
- We use retrieval methods and prompt design that minimise hallucination, and we explicitly instruct the AI to refuse low-confidence answers.
Despite all of this, we can't guarantee perfect accuracy. AI systems occasionally make mistakes. OCR can mis-read a number. A long policy can include edge-case wording we miss. You must verify any answer with your insurer before making a financial, medical, or contractual decision based on it.
We provide the Service on an "as is" and "as available" basis. To the maximum extent permitted by UAE law, we disclaim all warranties, express or implied, including any warranty that the Service will be uninterrupted, error-free, or suitable for a particular purpose.
8. Limitation of liability
To the maximum extent permitted by UAE law:
- We are not liable for any indirect, incidental, consequential, special, punitive, or exemplary damages — including lost profits, lost data, denied insurance claims, medical expenses, or business interruption — arising from your use of the Service, even if we were advised such damages were possible.
- Our total liability to you for any claim arising from the Service is capped at the greater of (a) AED 200, or (b) the amount you've paid us in the 12 months preceding the event giving rise to the claim.
Nothing in this clause limits liability for fraud, gross negligence, or anything else that UAE law does not allow to be limited.
9. Indemnification
You agree to indemnify and hold harmless Orchestra Labs, its directors, employees, and providers from any third-party claim, loss, or expense (including reasonable legal fees) arising from: (a) your breach of these Terms, (b) misuse of the Service in violation of section 5, or (c) content you upload that you didn't have the right to upload.
10. Intellectual property
The Service, including all design, code, copy, illustrations, and the underlying AI prompt engineering, is owned by Orchestra Labs and our licensors. We grant you a personal, non-transferable, revocable licence to use the Service in accordance with these Terms. You don't acquire any other rights.
Your uploaded policy documents remain your property (or your insurer's, as applicable under your insurance contract). You grant us a limited licence to process them solely to operate the Service for you, as described in the Privacy Policy.
11. Suspension and termination
We may suspend or terminate your access to the Service if you breach these Terms, if required by law, or if we discontinue the Service. You may stop using and delete your account at any time.
If we terminate your account for cause, we are not obliged to refund any Pro unlock payments. If we terminate without cause (e.g., we discontinue the Service entirely), we will refund unused Pro purchases on a pro-rata basis.
12. Changes to these Terms
We may update these Terms occasionally. If we make a material change (e.g., a new pricing tier, a change to the liability cap), we'll notify you by email at least 14 days before the change takes effect, and your continued use after the effective date confirms acceptance. The current version always lives at this URL — the "Last updated" date at the top tells you when it last changed.
13. Governing law and disputes
These Terms are governed by the laws of the United Arab Emirates. Any dispute that can't be resolved informally will be subject to the exclusive jurisdiction of the courts of the Emirate of Dubai.
Before initiating any formal claim, please email hello@getcovered.ae and give us 30 days to resolve it informally. Most problems can be sorted that way.
14. Severability and entire agreement
If any part of these Terms is found unenforceable, the remainder stays in force. These Terms, together with the Privacy Policy, form the entire agreement between you and us regarding the Service.
15. Contact
Questions about these Terms: hello@getcovered.ae.