Aya is an app provided by Aya Specialist Hospital in Jeddah. Through it you can access your hospital file, book and track appointments, see your results and prescriptions after your doctor has reviewed them, follow a fertility treatment journey or a pregnancy, add your children, share what you choose with your husband, and contact customer service.
Ticking your consent and using the app confirms that you have read and accepted these terms and the Privacy Policy. Anyone who does not accept them should not use the app.
The app is not a medical device. It does not diagnose, interpret results, or suggest or change any medication or dose. Treatment decisions belong to your medical team alone, and their instructions take precedence over anything shown in the app.
In any emergency: ambulance on 997, or Aya Hospital's emergency department on the unified number 920012342, around the clock. Never wait for the app or the customer-service chat in an emergency.
Accounts are for people aged 18 or over. Anyone younger is added to a guardian's account and does not create an account of their own.
A guardian can add their children under My family, book their appointments and view their files. A new child gets a provisional file, which is confirmed at the first visit once their documents are checked.
By adding a child, the account holder confirms that they are the child's guardian or legally authorised to care for them, consents on the child's behalf to the processing of their data as described in the Privacy Policy, and is responsible for the accuracy of what they enter about the child.
A child can be removed from the account at any time. This only unlinks them; their hospital file remains.
You sign in with your national ID or iqama number, or your passport if you are not a resident, together with your date of birth when opening a new file, and then with a verification code sent by text message to the mobile number registered on the file.
Each adult has one file linked to their own mobile number, so one number cannot be used for two adult files. Children's files are linked to the guardian's mobile.
The account holder is responsible for protecting their device and verification code. The code must never be given to anyone, and hospital staff will never ask for it. You can turn on Face ID lock in Settings for extra protection.
If you suspect unauthorised access, please sign out immediately and contact us on 920012342.
Your official medical file is kept by the hospital in its own system, and that file is the reference. The app shows your file number from it, along with the appointments, results, prescriptions, reports and invoices the hospital publishes.
Your official details (name, gender, nationality, marital status and date of birth) are verified through approved government services once the hospital connects them, or checked by reception against your ID at your first visit.
These details cannot be changed in the app; they are corrected at the hospital's reception on presenting your ID. The name we call you by can be changed under My Account.
An in-person booking made in the app is confirmed as soon as you complete it and shows as “Confirmed”. A virtual consultation shows as “Awaiting payment” until payment is complete.
You can cancel or change an appointment in the app at any time before it starts.
The hospital may change or cancel an appointment for unforeseen reasons, such as the doctor being unavailable, in which case it will let you know and offer another time.
Booking details must be accurate. Anyone booking for someone else confirms that they are authorised to do so.
Prices shown in the app are estimates of the consultation fee. The final amount may differ depending on the procedures or tests your doctor decides on and on your insurance coverage. Invoices include VAT where it applies.
You can pay at the hospital when you arrive, or in the app once in-app payment is available. In-app payment is processed by a licensed payment provider, and your card number never reaches the app or the hospital.
If you choose insurance, the hospital's insurance department checks your coverage with your insurer through the national health insurance platform (NPHIES), and prior approval from the insurer may be needed. If the service is not covered, we will contact you to pay directly or cancel.
Refunds follow the hospital's refund policy in force, and the refund terms are shown at the time of payment.
Lab results and radiology reports appear in the app after the doctor has reviewed them and approved publishing them. Some results are not published in the app; the doctor explains them at the visit.
Results are shown for your information, and your doctor is the one who explains them in light of your condition. A prescription in the app is for information and reminders; the official prescription is the one your doctor issues through the approved systems.
Report requests, such as a medical report or sick leave, are reviewed by the hospital under its procedures and may carry a fee shown before you request. Sick leave is issued through the official Seha platform.
The educational content is general, reviewed by Aya Hospital's medical team, and not about any individual case. Your treatment plan may differ from it; your doctor is always the reference.
Health tools, such as the due-date, fertile-window and BMI calculators, give general estimates only. They are not a method of contraception and do not replace your doctor's assessment.
You are responsible for the accuracy of the medications, appointments and notes you record under My tracking; please check them, especially dose times.
What you record yourself does not enter your hospital medical file, and your medical team does not see it unless you show it to them.
Reminders are notifications on your device and may not arrive if notifications are turned off or the device is off or out of battery. They should therefore not be relied on alone for a time-critical dose such as the trigger shot.
The woman who owns the follow-up can invite her husband with a code valid for 7 days. He signs in with his mobile number and a verification code, then enters the code, and can see the follow-up read-only; he cannot change anything.
She chooses what he sees: stage, appointments, medications, milestones and family members. He never sees the journal, notes, questions for the doctor, tests or the dose log.
What is shown can be changed, or sharing stopped, at any time, and the husband can leave the share. She is responsible for sending the code only to the intended person.
The customer-service chat is for non-medical questions, such as appointments, insurance and invoices. No medical advice is given there; if a message looks medical, we will direct you to booking or to emergency care. It is not for emergencies.
Your visit rating reaches the hospital to help improve its service. Please keep it respectful and free of other people's details.
The app may only be used for its lawful purposes. You may not: sign in as someone else or access a file without authorisation, enter false information, attempt to break into, disrupt or reverse-engineer the app or the hospital's systems, send abusive or misleading content in the chat or ratings, or use the app for commercial purposes.
If these rules are broken, the hospital may suspend or restrict the account. This does not affect your right to receive care at the hospital.
The app, its design, educational content and logos belong to Aya Specialist Hospital and may not be copied or republished without written permission. What you write in your journal and notes belongs to you.
Some steps use outside services, such as the payment provider's payment page, maps for directions to the hospital, and the Seha platform for sick leave. Each has its own terms and privacy policy, and the hospital is not responsible for their content.
We aim to keep the app available, but it may occasionally stop for maintenance or because of a fault. We may add, change or withdraw services, and some services may need the latest version of the app. You can always call the hospital.
You can delete your app account at any time from: My Account → Manage Data → Delete my account. Everything you recorded yourself in the app is deleted with it, as described in the Privacy Policy.
Deleting the account unlinks the app from your hospital file; it does not delete the file. The hospital is legally required to keep medical records and appointment and billing records, and you can come back to your file later with your ID number.
We take reasonable care to keep the app accurate and secure, but we do not guarantee it will be free of faults. To the extent permitted by law, the hospital is not liable for harm arising from relying on the app instead of the medical team, from a reminder that did not arrive, or from a request that failed because of a lost connection.
This does not limit the hospital's responsibility for the medical care it provides.
We may update these terms. The version date is shown at the top, and for any material change we will show it in the app and ask for your consent again before you continue.
These terms are governed by the laws of the Kingdom of Saudi Arabia, and the courts of Jeddah have jurisdiction over any dispute arising from them. We will first try to resolve any disagreement amicably through the complaints channel.
If any provision turns out to be unenforceable, the remaining provisions stay in effect.
Aya Specialist Hospital — Prince Sultan Street, Al-Muhammadiyah, Jeddah, opposite Aya Mall and SACO.
Unified number: 920012342 — Email: info@ayahospital.com.sa — Complaints and suggestions: complaint@ayahospital.com.sa