Clients About UrDoc What is UrDoc? What makes UrDoc unique? What are UrDoc’s doctors like? What is the vision for UrDoc? Can I ask questions about using UrDoc? What are your terms per the Act of Specified Commercial Transactions? Account How can I register as a member? I have not received a registration confirmation e-mail. I would like to delete my account. I am unable to log in. I forgot my password. I want to change my password. I want to change my e-mail address on file. Can I use a pseudonym? Usage What devices/OSes does UrDoc support? What languages is UrDoc offered in? What regions can UrDoc be used in? What times is UrDoc available? Do I need to book consultations in advance? What is a medical consultation? Can you recommend hospitals or pharmacies? Can you provide doctor’s notes and prescriptions? Will third parties learn about the nature of my consultation? Can I communicate with doctors outside of UrDoc? Errors My call unexpectedly quit. The call screen freezes or lags. The system says my card was not accepted. Why was that? Tapping the Consult button causes an error. Payment Do additional fees besides consultation fees apply? How do I make payment? Can I pay using a debit or prepaid card? Is the system secure? I want to change the card I have on file. Can I pay by bank wire? Can I get a refund or cancel? Do you issue receipts? Doctors About UrDoc UrDoc explained What makes UrDoc unique? What are UrDoc’s doctors like? What is the vision for UrDoc? Can I ask questions about registering as a doctor on UrDoc? What are your terms per the Act of Specified Commercial Transactions? Account How can I register as a member? I have not received my registration/registration confirmation e-mail. I would like to delete my account. I accidentally registered on the client app. I am unable to log in. I forgot my password. I want to change my password. I forgot the e-mail address I used to register. I want to change my e-mail address on file. Usage What devices/OSes does UrDoc support? What languages is UrDoc offered in? What regions can UrDoc be used in? What times is UrDoc available? Is there a system for booking consultations? What is a medical consultation? Does this service violate the Medical Practitioners’ Act and other laws? Can I take part while working at a hospital or medical facility? What should I do if I am asked for a recommendation to a hospital or pharmacy? What confidentiality terms apply to consultations? Can I communicate with clients outside of UrDoc? Errors My call unexpectedly quit. The call screen freezes or lags. Income Where can I set basic rates? Can I see my past transger log ? How can I getting paid? How frequently is compensation paid out? Can you send my payment to an overseas bank account? What happens to my balance when I delete my account? I did not receive payment on the stated payment date. What happened? What fees apply on compensation I receive? Do you issue payment receipts? I am filing taxes and need to know the declarable amount of earnings. Will I have to file a final tax return (kakutei shinkoku)? What are UrDoc's views on withholding tax at the source (gensen chōshū)?

Clients

About UrDoc

What is UrDoc?
UrDoc is a service offering multi-lingual medical services and allowing users to connect with doctors all through a single app. Generally speaking, the system allows for foreign residents of Japan to consult with doctors in their native tongue when they suddenly fall ill or sustain an injury.
What makes UrDoc unique?
We are building a network of medical professionals fluent in numerous languages. In uncertain moments like illness or injury, you can consult with doctors in your native tongue in real time.
What are UrDoc’s doctors like?
All doctors are active medical professionals who have passed UrDoc’s screening. The system allows you to connect with medical professionals from a wide range of backgrounds, such as Japanese doctors skilled in foreign languages, and doctors overseas skilled in Japanese.
What is the vision for UrDoc?
Achieving a world in which medicine is borderless and goes beyond ethnicity or language barriers. UrDoc’s goal is making medicine borderless.
Can I ask questions about using UrDoc?
We offer a detailed FAQ you can use to better understand the service. If the FAQ does not answer your question, please contact us via our ontact page.
What are your terms per the Act of Specified Commercial Transactions?
You can see the FAQ here.

Account

How can I register as a member?
After downloading the app, please register an account from within the app. The app is available on the App Store and Google Play.
I have not received a registration confirmation e-mail.
The e-mail may have been sorted into your spam folder. Check all of your inbox’s folders and mail receipt settings.
I would like to delete my account.
Thank you for using UrDoc. To delete your account, please submit the following details on our contact page. UrDoc staff will then delete your account for you.

- E-mail address on file
- Username on file
- Reason for deletion
I am unable to log in.
Below are possible reasons for the error.

1. You have entered the wrong e-mail address.
Check to make sure there are no spelling errors or case (upper/lowercase) issues.

2. You have entered the wrong password.
Check to make sure there are no spelling errors or case (upper/lowercase) issues. If you have forgotten your password, please reset it.

3. You have not finished the account registration process.
You will be unable to log in without an account. First complete the account registration process to proceed.
I want to change my password.
You can change your password from within the app.
I want to change my e-mail address on file.
You can change your e-mail address from within the app.
Can I use a pseudonym?
Please register using your real name. Given the nature of medical consultations, the system is designed around giving you a formal recommendation to hospitals or pharmacies.
Using a pseudonym would inhibit the sort of service we intend to provide.

Usage

What devices/OSes does UrDoc support?
The system can be used on Internet-connected iPhone, iPad, and Android smartphones, and on Android tablets.

The app has been confirmed as working on the below environments.
- iOS 10-iOS 11
- Android 6.0- Android 8.0
What languages is UrDoc offered in?
The app is available in English and Japanese. You can consult with doctors in a range of languages. To check which languages doctors offer, see the Your Doctors menu in the app.
What regions can UrDoc be used in?
The system is designed for use in Japan. The app should be used with a stable Internet connection.
What times is UrDoc available?
Currently, the service is offered between the hours of 10:00 AM and 10:00 PM, Japan standard time. We are expanding our network of medical professionals in order to offer 24-hour support.
Do I need to book consultations in advance?
Advance bookings are not available. The system allows you to consult with currently online doctors on-demand. *Note that, depending on the online status of doctors or the current time, certain doctors may not be available.
What is a medical consultation?
As a rule, UrDoc requires that doctors recommend a medical institution based on the results of health and medical consultations received from users. This differs from a screening at a medical facility.
Can you recommend hospitals or pharmacies?
We offer a list of applicable medical institutions and pharmacies within the app.
Can you provide doctor’s notes and prescriptions?
The system differs from a screening at a medical institution, so doctor’s note and prescriptions are not issued. If you are interested in or require a doctor’s note or prescription, we will suggest your being screened at a medical institution.
Will third parties learn about the nature of my consultation?
Doctors engaged in consultations on the service are required to comply with confidentiality agreements on the identity of the user and consultation details. We employ a range of security measures on our systems so that you can use them with peace of mind. When engaging in your consultation, find a private space to do so in order to ensure that your conversation is not overheard by third parties.
Can I communicate with doctors outside of UrDoc?
Unfortunately, this is not possible at this time. However, you can be screened directly at the medical institution with which the doctor your consulted with is affiliated.

Errors

My call unexpectedly quit.
You may not have the requisite connection speed for the call. Try changing location or connecting to a new network connection and trying again.

Given that calls may be unexpectedly interrupted, UrDoc employs the following policies.

- If the call cuts off within one minute of starting, no fees apply.
- If another call is initiated within one hour of the first call cutting off, no late-night fees apply, even if after 5:00 PM.
The call screen freezes or lags.
You may lack the requisite connection speed for the call. Try changing location or connecting to a new network connection and trying again.
The system says my card was not accepted. Why was that?
There may be an error associated with your card.
For details, please contact your credit card issuer.
Tapping the Consult button causes an error.
Below are possible reasons for the error.

1. The doctor is offline
You may have accessed the system just as a doctor switched from offline to online. Please return to the home screen and check if the doctor’s status is set to Active.

2. The system is undergoing planned maintenance
We may be undergoing planned maintenance of our call and payment systems. Please check the news section of the menu for details on any planned maintenance.

Payment

Do additional fees besides consultation fees apply?
No additional fees apply.
How do I make payment?
We support the following credit cards:
Visa, MasterCard, JCB, American Express, Diners Club card, and UnionPay.
Can I pay using a debit or prepaid card?
We support the following credit cards:
Visa, MasterCard, JCB, American Express, Diners Club card, and UnionPay.
Is the system secure?
Credit card details and other personal information are encrypted using SSL.
We do not retain credit card information server side.
I want to change the card I have on file.
Registration
1. Tap within the app.
2. Tap Payments.
3. Tap Add Card.
4. Fill in the details and tap Register.
You can enter the card number manually or scan it with your camera.
Can I pay by bank wire?
We do not support bank wires.
Can I get a refund or cancel?
Given the nature of the service, we do not offer refunds or cancellations.
Do you issue receipts?
UrDoc does not issue receipts. Please refer to your payment history page for details.
1. Tap within the app.
2. Please see the Details page.

Doctors

About UrDoc

UrDoc explained
This service connects doctors with medical and foreign language skills with foreign residents of Japan seeking medical consultations.
What makes UrDoc unique?
We focus on providing the peace of mind that comes from being able to consult with doctors in your native language even in the event of illness or injury during people's stay in Japan. We invite a wide range of doctors to participate in order to offer support for many languages.
What are UrDoc’s doctors like?
All members are currently active doctors. The system allows users to connect with medical professionals from a wide range of backgrounds, such as Japanese doctors skilled in foreign languages, and doctors overseas skilled in Japanese.
What is the vision for UrDoc?
Achieving a world in which medicine is borderless and goes beyond ethnicity or language barriers. UrDoc’s goal is making medicine borderless.
Can I ask questions about registering as a doctor on UrDoc?
We offer a detailed FAQ you can use to better understand the service. If the FAQ does not answer your question, please contact us via our contact page.
What are your terms per the Act of Specified Commercial Transactions?
You can see the FAQ here.

Account

How can I register as a member?
Register on the Doctor Registration Page. After confirming the details, we will send you a registration e-mail and details on using UrDoc.

*It may take 1-2 business days for this e-mail to arrive.
I have not received my registration/registration confirmation e-mail.
The e-mail may have been sorted into your spam folder. Check all of your inbox’s folders and mail receipt settings.
I would like to delete my account.
Thank you for using UrDoc. To delete your account, please submit the following details on our contact page. UrDoc staff will then delete your account for you.

- E-mail address on file
- Doctor name
- Reason for deletion

Note: if you have unwithdrawn earnings, please file to disburse them first. If you delete your account without doing so, your balance will be forfeited.
I accidentally registered on the client app.
Please submit the following details on our contact page. UrDoc staff will then delete your account for you. After receiving an e-mail confirming account deletion, return to the Doctor Registration Page to register again.

- E-mail address on file
- Username on file
I am unable to log in.
Below are possible reasons for the error.

1. You have entered the wrong e-mail address.
Check to make sure there are no spelling errors or case (upper/lowercase) issues. If you have forgotten the e-mail address you used to register, please reset it here.

2. You have entered the wrong password.
Check to make sure there are no spelling errors or case (upper/lowercase) issues. If you have forgotten your password, please reset it.

3. You have not finished the account registration process.
You will be unable to log in without an account. First complete the account registration process to proceed.
I want to change my password.
You can change your password from within the app.
I forgot the e-mail address I used to register.
Please submit the following details on our contact page.

- Doctor name
- Date of birth
- Medical registration number
- Date of medical registration
I want to change my e-mail address on file.
You can change your e-mail address from within the app.

Usage

What devices/OSes does UrDoc support?
The system can be used on Internet-connected mac and Windows desktops, iPhone, iPad, and Android smartphones, and Android tablets.

The app has been confirmed as working on the below environments.
- macOS 10.13 High Sierra
- Windows 8.0, 8.1, and 10 (32-bit and 64-bit)
*Requires version 4.5.2. of the .NET framework to run
- iOS 10-iOS 11
- Android 6.0- Android 8.0
What languages is UrDoc offered in?
The app is available in English and Japanese. You are welcome to use other languages in your consultation. We encourage you to add details on what languages you speak in your profile.
What regions can UrDoc be used in?
The system is designed for use in Japan. The app should be used with a stable Internet connection.
What times is UrDoc available?
Currently, the service is offered between the hours of 10:00 AM and 10:00 PM, Japan standard time. We are expanding our network of medical professionals in order to offer 24-hour support.
Is there a system for booking consultations?
We do not currently have a booking system in place. You are responsible for online consultations only during times you wish to make yourself available.
What is a medical consultation?
As a rule, UrDoc requires that doctors recommend a medical institution based on the results of health and medical consultations received from clients. This differs from a screening at a medical facility.
Does this service violate the Medical Practitioners’ Act and other laws?
We have created the UrDoc Policy as a code of conduct for doctors on UrDoc that complies with the Medical Practitioners’ Act, Medical Care Act, and the Guidelines on Proper Implementation of Online Screenings, created by the Ministry of Health, Labour, and Welfare.
Can I take part while working at a hospital or medical facility?
Yes, you can. We welcome doctors currently working at other medical institutions to register on the service.
What should I do if I am asked for a recommendation to a hospital or pharmacy?
Use the list of medical institutions and pharmacies within the app to give guidance to the client during your consultation.
What confidentiality terms apply to consultations?
Doctors are required by law to comply with duties of confidentiality. When engaging in your consultation, find a private space to do so in order to ensure that your conversation is not overheard by third parties.
Can I communicate with clients outside of UrDoc?
Unfortunately, this is not possible at this time. However, you can, per the consultation, screen the person face-to-face following a recommendation to the medical institution with which you are affiliated.

Errors

My call unexpectedly quit.
You may lack the requisite connection speed for the call. Try changing location or connecting to a new network connection and trying again.

Given that calls may be unexpectedly interrupted, UrDoc employs the following policies.

- If the call cuts off within one minute of starting, no fees apply.
- If another call is initiated within one hour of the first call cutting off, no late-night fees apply, even if after 5:00 PM.
The call screen freezes or lags.
You may lack the requisite connection speed for the call. Try changing location or connecting to a new network connection and trying again.

Income

Where can I set basic rates?
1. Tap within the app.
2. Tap Profile.
3. Change the desired amount.
4. Tap Register.
Can I see my past transger log ?
1. Tap within the app.
2. Tap “History”
3. The sum total of income for past consultations is the total amount eligible for payment.
How can I getting paid?
You can file for a bank wire to disburse your balance.
After you request a payment, it will be made to the bank on file within seven business days.
*Excludes year-end/New Year’s, Golden Week (April 29 through first week of May)
Note that you must have a minimum balance of 1,000 JPY in order to file for payment.

Disbursing payments
1. Tap within the app.
2. Tap “Transfer Funds”
3. Enter the desired bank account details and tap Register.
4. Select the entire balance or a specific amount (enter the desired amount to withdraw) and tap Next.
5. Confirm the amount and tap Register.

Note that bank wire fees are borne by you. Thank you for your understanding.
How frequently is compensation paid out?
After you request a payment, it will be made to the bank on file within seven business days. *Excludes year-end/New Year’s, Golden Week (April 29 through first week of May)
Can you send my payment to an overseas bank account?
Only bank accounts within Japan are supported at this time. *We plan to offer payment to overseas bank accounts as the service grows.
What happens to my balance when I delete my account?
If you have a balance at the time of deleting your account, you must first disburse it in its entirety before deleting the account. *Note that you require a minimum balance of 1,000 JPY to make a disbursal.

Note that if you delete your account with an active balance, the balance will be deemed to have been forfeited.
I did not receive payment on the stated payment date. What happened?
There may have been an error when making payment.
Please contact our support team for assistance. Thank you for your understanding.
What fees apply on compensation I receive?
UrDoc fees are used to cover technical costs, improve functionality on the app, and expenses associated with use of the system. As we expand the service, we intend to reduce these fees and do our best to bring back more of payments to the doctors on our system. Please see our terms of use for details on system fees.
Do you issue payment receipts?
As a rule, UrDoc does not engage in tax withholding at the source, so we do not issue payment receipts.
I am filing taxes and need to know the declarable amount of earnings.
1. Tap within the app.
2. Tap “History”
3. The sum total of payments for the year in question is the declarable amount.
Will I have to file a final tax return (kakutei shinkoku)?
Please see below for detailed examples of cases in which you would be obliged to file a final tax return:
(Please note that as circumstances vary according to occupation and payment arrangements, you should consult with an accountant or your local tax office for more information.)

- If you are a salaried employee who receives a salary from one source only:
A final tax return becomes necessary when your total income from any sources other than your salary and retirement income (excepting income for which the choice has been made to withhold tax separately) reaches \200,000 or above.

- If you are a salaried employee who receives a salary from two sources or more:
A final tax return becomes necessary if the total of your secondary income (for which tax is withheld at the source, but does not undergo year-end adjustment) and any income from sources other than your salary and retirement income reaches \200,000 or above (however, there are some exceptions).

Reference: When do people receiving a paid salary need to file a final tax return? (Regional Taxation Bureau)
https://www.nta.go.jp/taxes/shiraberu/taxanswer/shotoku/1900.htm

- If you are not a salaried employee:
A final tax return becomes necessary when the following calculation results in a positive amount of money left over for "C" (however, there are some exceptions):
Total Income (from all sources) - Income Deductions = A.
Multiply A by the Tax Rate to get B (the amount of tax applicable to A).
B - Deductions for Dividends Paid = C.
(If C is a positive amount, then a final tax return becomes necessary.)
What are UrDoc's views on withholding tax at the source (gensen chōshū)?
Our view is that it is not necessary to withhold tax at the source if the payment made to a doctor does not fall under the type of payment/fee for which there is a legal obligation to withhold tax at the source under Income Tax Law.
Reference: For which kinds of payment/fee etc. is it necessary to withhold tax at the source? (Regional Tax Bureau)
https://www.nta.go.jp/taxes/shiraberu/taxanswer/gensen/2792.htm