For patients

Hippocrates International Hospital (the “Website”) is operated by TERRA SIN FRONTERA LIMITED, a Company duly incorporated and existing under the laws of the Republic of Cyprus, with Registration Number HE 483554, having its registered office at 7, Chatzidaki, Trypiotis, 1066, Nicosia, Cyprus, (the “Company”, “We”, “us”, “our”).

The Company provides the Platform solely as an intermediary to facilitate communication and administrative arrangements between Users and Providers (as define below).

The Company does not provide medical advice, diagnosis, treatment, prescriptions, clinical triage, or any other healthcare services.

Any medical or healthcare service is provided exclusively by the relevant Provider, who remains solely responsible and liable for their acts and omissions, professional judgement, and compliance with applicable laws and professional obligations.

These Terms govern the User’s access to and use of the Platform and constitute a legally binding agreement between the User and the Company.

The Platform is limited exclusively to the provision of intermediary and technical services, including enabling Users to:

1. (a)search for and view information about Providers;
2. (b)submit appointment or consultation requests;
3. (c)communicate with Providers through the Platform (where functionality is available); and
4. (d)transmit payment instructions to licensed third-party payment service providers.

The Company does not provide medical, healthcare, diagnostic, therapeutic or pharmaceutical services. Any consultation, diagnosis, medical advice, prescription, treatment or other professional service is provided exclusively by the relevant Provider under a separate and independent contractual relationship between the User and that Provider (the “Healthcare Contract”).

The Company is not a party to the Healthcare Contract and does not organise, supervise, control, or direct the provision of healthcare services. The Company does not determine clinical standards, medical decisions, treatment plans, or professional judgments of Providers.

The Company shall not be responsible or liable for:

1. (a)the quality, safety, legality, or appropriateness of any healthcare services provided by a Provider;
2. (b)any act or omission of a Provider;
3. (c)the accuracy or completeness of medical advice given by a Provider; or
4. (d)the Provider’s compliance with applicable licensing, regulatory or professional requirements.

Providers are independent professionals. Nothing in these Terms creates any employment, agency, partnership, joint venture or fiduciary relationship between the Company and any Provider.

Where payment functionality is made available through the Platform:

1. (a)all payments are processed exclusively by licensed third-party payment service providers;
2. (b)the Company does not provide regulated payment services;
3. (c)the Company does not receive, hold, safeguard, or control client funds at any time; and
4. (d)the Company’s role is limited to providing technical infrastructure that enables the transmission of payment instructions to the relevant payment service provider.

The User acknowledges that the payment relationship is between the User, the relevant Provider, and the applicable payment service provider. The Company shall not be responsible for the performance, errors, interruptions or failures of any third-party payment service provider.

The Company is not a party to the Healthcare Contract and does not determine its terms, including any applicable governing law, jurisdiction, professional standards, or clinical obligations, which are matters between the User and the relevant Provider and may depend on applicable law.

Providers are responsible for ensuring that their profile information accurately reflects their professional qualifications, licensing status, jurisdiction of establishment, and scope of practice.

By accessing or using the Platform or the Website, the User confirms that they have read, understood and agree to be bound by these Terms and the Privacy Policy.

These Terms are made only in the English language.

All Providers accessible through the Platform are independent healthcare professionals. The Company does not employ, supervise, control, or direct Providers in the exercise of their professional judgment.

The Company does not practice medicine or any other regulated healthcare profession and does not provide clinical advice, diagnosis, treatment, prescriptions, or medical determinations.

Users are solely responsible for selecting the Provider with whom they choose to engage. The Company does not recommend, endorse, or guarantee the suitability of any Provider for a particular medical condition.

By requesting healthcare services through the Platform, the User certifies that they are physically located in the jurisdiction they declare at the time of consultation.

Providers may rely on this certification when determining whether they are authorised to provide services to the User.

The Company shall not be responsible for any consequences arising from inaccurate or misleading declarations of physical location or residency.

Access to telehealth services may be restricted in certain jurisdictions due to licensing or regulatory requirements. The Company does not guarantee that telehealth services are legally available in every jurisdiction.

Each Provider is solely responsible for compliance with the healthcare laws, licensing requirements, professional regulations, and standards applicable to them and to the provision of their services, including any requirements linked to the User’s location.

The Platform and the Services are not intended for use in medical emergencies or urgent medical situations. The Company does not provide emergency care, emergency triage, crisis intervention, or real-time emergency response services.

If you believe you are experiencing a medical or mental health emergency, you must immediately:

1. (a)contact your local emergency number;
2. (b)attend the nearest hospital emergency department; or
3. (c)seek immediate in-person medical assistance.

The Platform does not monitor communications in real time and cannot guarantee immediate response times from Providers. The Company does not screen, triage, prioritise, or escalate medical concerns.

By using the Platform, you acknowledge and agree that:

1. (a)you are responsible for determining whether your medical condition requires emergency or urgent care;
2. (b)telehealth services may not be appropriate for all conditions; and
3. (c)you will not rely on the Platform for emergency medical needs.

You understand that telehealth services are provided remotely and may be limited by the absence of physical examination, diagnostic testing, or in-person assessment. Certain medical conditions may require in-person consultation or additional diagnostic procedures.

The Company makes no representation that telehealth services are appropriate for any specific condition.

The Company shall not be liable for any injury, loss, delay in treatment, worsening of condition, or damages arising from:

1. (a)use of the Platform for emergency medical situations;
2. (b)failure to seek timely in-person care; or
3. (c)reliance on the Platform where emergency care was required.

The Platform is intended for use by individuals who are at least eighteen (18) years old and who have full legal capacity to enter into binding contracts under applicable law.

Notwithstanding Clause 6.1, a parent or legal guardian may create and operate an Account on behalf of a minor or legally dependent individual (the “Dependent”), provided that such parent or legal guardian has the legal authority to act on behalf of the Dependent and to consent to the processing of the Dependent’s personal data and the provision of Telehealth Services.

In such cases, the parent or legal guardian shall be deemed the User for the purposes of these Terms and shall be solely responsible for:

1. (a)all activities carried out through the Account;
2. (b)the accuracy and completeness of any information provided in relation to the Dependent; and
3. (c)ensuring that the use of the Platform and any Telehealth Services complies with applicable law.

By creating an Account or using the Platform, you represent and warrant that you meet the requirements set out in this Clause or, where acting on behalf of a Dependent, that you are duly authorised to do so.

The Company reserves the right to request evidence of parental responsibility or legal guardianship at any time and to suspend, restrict, or terminate access to the Platform where such authority is not adequately demonstrated.

The Platform is not intended for independent use by minors. The Company does not knowingly permit minors to create Accounts or use the Platform without the involvement and supervision of a parent or legal guardian.

In order to request or receive services from a Provider through the Platform, you must create a personal user account (the “Account”). Access to publicly available information on the Platform does not require an Account.

Before completing Account registration, you must expressly confirm your acceptance of these Terms and the Privacy Policy by selecting the designated confirmation mechanism on the Platform. Your Account will not be activated unless such acceptance is provided. Each time you request an appointment, consultation, or submit a payment instruction through the Platform, you confirm your continued acceptance of the Terms in force at that time.

You agree to provide true, accurate, current and complete information during registration and to keep such information updated at all times. You represent and warrant that all information provided through the Platform is correct and not misleading.

As part of the registration process and prior to requesting any healthcare services, you must declare your country of residence and your physical location at the time of booking or consultation. You represent and warrant that such declarations are accurate at the time they are made and undertake to promptly update this information if it changes. You acknowledge that Providers may rely on your declared location in determining whether they are legally authorised to provide services in your jurisdiction. The Company shall not be responsible for any consequences arising from inaccurate or misleading declarations of residency or physical location.

You may create only one Account for personal use, except where you create and operate an Account on behalf of a Dependent in accordance with Clause 6. You must not create multiple Accounts, use false identities, or create an Account on behalf of another person unless expressly permitted under these Terms.

You are solely responsible for maintaining the confidentiality of your login credentials, restricting access to your Account, and all activities conducted through your Account. You must notify the Company without undue delay if you suspect unauthorised use or a security breach.

The Company may, where reasonably necessary to protect the integrity, security, or lawful operation of the Platform, request additional information to verify identity or declared location, suspend or restrict access pending clarification, or refuse registration or deactivate an Account where information appears inaccurate, incomplete, or misleading. The Company is not obligated to verify the identity of every User and may rely on the information provided unless there is reason to believe it is inaccurate.

The Company reserves the right to refuse registration, suspend, restrict or terminate an Account where necessary to protect the security, integrity, or lawful operation of the Platform or to ensure compliance with applicable law.

You may not access or use, or attempt to access or use, the Platform in any manner that (a) violates applicable law, (b) infringes the rights of any third party, (c) interferes with the operation or security of the Platform, or (d) exposes the Company, Providers, or other Users to harm, liability, or regulatory risk.

Without limitation, you must not:

1. (a)impersonate or attempt to impersonate another person, Provider, or entity, or misrepresent your identity, age, residency, physical location, or authority to use the Platform;
2. (b)provide false, inaccurate, incomplete, or misleading information through the Platform;
3. (c)use the Platform for any unlawful, fraudulent, abusive, defamatory, threatening, harassing, obscene, or harmful purpose;
4. (d)transmit or upload any content that infringes intellectual property rights, privacy rights, confidentiality obligations, or other legal rights of any person;
5. (e)upload, transmit, or distribute viruses, malware, ransomware, malicious code, or any other harmful or disruptive material;
6. (f)attempt to gain unauthorised access to any part of the Platform, servers, systems, networks, or databases connected to the Platform;
7. (g)use automated means, including bots, crawlers, scrapers, or data harvesting tools, to access, monitor, copy, or collect content or personal data from the Platform;
8. (h)reverse engineer, decompile, disassemble, translate, modify, or create derivative works of any software or component of the Platform;
9. (i)access the Platform for the purpose of copying its features, functions, content, or business model, or to develop or assist in developing a competing product or service;
10. (j)interfere with or disrupt the proper functioning of the Platform, including by imposing an unreasonable or disproportionate load on infrastructure;
11. (k)use the Platform to contact Providers or other Users for purposes unrelated to legitimate healthcare services arranged through the Platform; or
12. (l)misuse, disclose, or exploit any medical or personal information obtained through the Platform; or
13. (m)copy, screenshot, record, download, disclose, or otherwise use any personal data or medical information obtained through the Platform other than as strictly necessary for personal use or as permitted under applicable law.

Violations of system or network security may result in civil or criminal liability. The Company may investigate suspected violations and cooperate with law enforcement authorities where required.

The Company may suspend, restrict, or terminate your access to the Platform immediately, with or without notice, if it reasonably believes that you have breached this Clause or that your conduct poses a risk to the Platform, Providers, other Users, or compliance with applicable law.

If access is suspended or terminated, you must not attempt to circumvent such restriction, including by creating a new Account or accessing the Platform through another User’s credentials.

Where payment functionality is made available through the Platform, payments for healthcare services are processed exclusively by licensed third-party payment service providers (“PSPs”).

The Company does not provide regulated payment services and does not receive, hold, safeguard, or control client funds at any time. The Company’s role is limited to providing technical infrastructure that enables the transmission of payment instructions to the relevant PSP.

The Company does not act as a merchant of record in respect of healthcare services and does not execute payment transactions within the meaning of applicable payment services legislation.

When you submit payment details through the Platform, you authorise the relevant PSP to process the transaction in accordance with its terms and conditions. Your payment relationship is directly with the relevant Provider and the PSP.

The Company’s role is limited to transmitting payment instructions submitted by the User to the relevant PSP. The Company does not initiate, authorise, or execute payment transactions in its own name.

The fees for healthcare services are determined by the relevant Provider. The Platform does not set, control, or modify Provider fees unless expressly stated otherwise.

The Company may charge Providers a separate service fee or commission under a separate agreement between the Company and the Provider. Such arrangements do not alter the contractual relationship between you and the Provider.

The Company is not responsible for the performance, errors, delays, security failures, or technical interruptions of any PSP. Any payment disputes, chargebacks, or processing errors must be addressed in accordance with the applicable PSP’s terms.

You agree to provide accurate and authorised payment information and represent that you are entitled to use the selected payment method.

Refunds, cancellations, and charge decisions are determined by the relevant Provider or clinic in accordance with their applicable policies. The Company does not determine refund entitlement. While payments are processed by a PSP, disputes relating to services or refunds must be addressed with the relevant Provider or clinic.

The Company reserves the right to suspend or cancel bookings where payment authorisation fails or where fraud, misuse, or unauthorised transactions are reasonably suspected.

All applicable taxes, duties, or similar charges relating to healthcare services are the responsibility of the Provider and/or the User as required by applicable law.

The Company processes personal data, including data concerning health (special category data), in accordance with Regulation (EU) 2016/679 (General Data Protection Regulation – “GDPR”), any applicable national implementing legislation, and other applicable data protection laws.

The Company’s collection, use, storage, disclosure, and protection of personal data are described in the Privacy Policy, which forms an integral part of these Terms. By creating an Account or using the Platform, you acknowledge that you have read and understood the Privacy Policy.

The Company acts as an independent data controller in respect of personal data processed for the purposes of operating, maintaining, securing, and administering the Platform, including account management, technical support, fraud prevention, payment facilitation, compliance, and security monitoring.

Each Provider acts as an independent data controller in respect of personal data processed for the purposes of providing healthcare services, including diagnosis, treatment, clinical documentation, prescriptions, and compliance with professional and regulatory obligations.

The Company does not determine the clinical purposes or medical means of processing personal data by Providers and is not responsible for the Provider’s independent data processing activities outside the operation of the Platform.

Where the Platform processes personal data concerning health, such processing is carried out solely to enable the provision of healthcare services between you and the relevant Provider, to operate the Platform securely, and to comply with legal and regulatory obligations.

The legal bases relied upon by the Company for processing personal data may include:

1. (a)processing necessary for the performance of a contract pursuant to Article 6(1)(b) GDPR;
2. (b)processing necessary for compliance with a legal obligation pursuant to Article 6(1)(c) GDPR;
3. (c)processing necessary for the purposes of legitimate interests pursued by the Company under Article 6(1)(f) GDPR, including platform security and fraud prevention, provided such interests are not overridden by your fundamental rights;
4. (d)processing necessary for the establishment, exercise or defence of legal claims under Article 9(2)(f) GDPR;
5. (e)processing necessary for the provision of healthcare pursuant to Article 9(2)(h) GDPR, where applicable; and/or
6. (f)your explicit consent pursuant to Article 9(2)(a) GDPR, where required under applicable law.

You acknowledge that, in order to provide the Services, personal data may be processed by third-party service providers acting on behalf of the Company under written agreements containing appropriate data protection safeguards. Such providers may include hosting providers, cloud infrastructure providers, payment service providers, and technical service providers.

Where personal data is transferred outside the European Economic Area, the Company shall implement appropriate safeguards in accordance with Chapter V of the GDPR, including the use of Standard Contractual Clauses or other lawful transfer mechanisms.

The Company implements appropriate technical and organisational measures designed to protect personal data against unauthorised or unlawful processing and against accidental loss, destruction, alteration, or disclosure. However, you acknowledge that no method of transmission over the internet or electronic storage system can guarantee absolute security.

The Company does not access, review, analyse, or use medical content exchanged between you and a Provider except where necessary and proportionate for the technical operation of the Platform, security monitoring, fraud prevention, compliance with legal obligations, the purposes described in Clause 11, or where required by applicable law.

Unless expressly stated otherwise, the Platform is not intended to function as a primary medical record storage system. Providers remain independently responsible for maintaining patient records in accordance with applicable professional, legal, and regulatory requirements.

You are responsible for ensuring that personal data you provide through the Platform is accurate and relates only to you, unless you are legally authorised to provide data on behalf of another individual.

The Platform is not intended to function as a full electronic medical-records portal and may not display the User’s entire medical file, complete clinical history or all records maintained by a Provider.

The User may be able to view through the Platform certain documents or information made available to them, including test results, uploaded documents, consultation summaries, reports, prescriptions, referrals or other information made available by a Provider.

Where the User requests a medical report, record summary or similar report service relating to Telehealth Services received through the Platform, the Company may facilitate such request through the Platform.

Where reasonably practicable, the requested medical report, record summary or similar report service should be prepared by the Provider who provided the relevant Telehealth Services.

Where the Provider responsible for the relevant Telehealth Services is unavailable, unwilling or unable to provide the requested medical report, record summary or similar report service, the User may request that such service be provided by another healthcare provider through the Platform, using the User’s medical records and health data made available through the Platform, provided that the new healthcare provider accepts the request, has lawful access to the relevant records and considers it professionally appropriate to provide the service.

Any medical report, record summary or similar report service provided by another healthcare provider under Clause 11.5 shall constitute a separate professional service by that healthcare provider. Unless expressly stated in the report or summary, that healthcare provider shall not be deemed to have adopted, verified or certified the clinical judgment, diagnosis, treatment, prescription, advice or professional opinion of any previous Provider.

The Company’s role in relation to any request under this Clause shall be limited to facilitating the request, access to the relevant records, transmission and administrative process through the Platform. The Company does not prepare, review, approve, verify or certify the clinical content of any medical report, record summary or similar document and does not assume responsibility for any clinical opinion contained in it.

Any request under this Clause may be subject to Provider availability, professional acceptance, verification of identity, lawful access to the relevant medical records, applicable data protection requirements, applicable professional obligations and any applicable fees.

Nothing in this Clause limits or excludes the User’s rights under Data Protection Laws, including the right of access to personal data under Article 15 GDPR.

By creating an Account or using the Platform, you consent to receive electronic communications from the Company relating to your Account, bookings, consultations, payment confirmations, technical notices, security alerts, updates to the Services, and other service-related communications.

Such communications may be provided by email, in-platform notification, SMS, or other electronic means using the contact details you provide.

You are responsible for ensuring that your contact information remains accurate and up to date. The Company shall not be responsible for any failure to receive communications due to inaccurate or outdated contact details.

You acknowledge that communications transmitted via standard email may not be fully secure and may be subject to interception, delay, or unauthorised access. The Company will not include detailed medical information in unsecured communications and will direct you to access sensitive information through secure areas of the Platform.

Service-related communications that are necessary for the performance of the Platform Contract do not constitute marketing communications and cannot be opted out of while you maintain an active Account.

Marketing communications, where applicable, shall be sent only in accordance with applicable electronic communications and data protection laws. You may withdraw consent to receive marketing communications at any time by using the unsubscribe mechanism provided or by contacting the Company.

You agree that electronic communications from the Company satisfy any legal requirement that such communications be in writing.

The Platform and all content, features, functionality, software, design, text, graphics, logos, images, audio, video, databases, and other materials made available through the Platform (collectively, the “Content”) are owned by the Company, its licensors, or other rights holders and are protected by copyright, trademark, database, trade secret, and other intellectual property laws.

All trademarks, service marks, trade names, logos, and brand identifiers displayed on the Platform are the property of the Company or their respective owners. Nothing in these Terms grants you any licence or right to use such marks without prior written consent.

Subject to your compliance with these Terms, the Company grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for your personal, non-commercial use for the purpose of accessing healthcare services through the Platform.

You must not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download (except for temporary caching), store, transmit, or otherwise exploit any part of the Platform or Content without the Company’s prior written consent.

You must not use any data mining, scraping, automated extraction tools, or similar technologies to collect or extract information from the Platform.

If you submit or upload any content through the Platform, including feedback, reviews, or communications (excluding medical information exchanged privately with Providers), you grant the Company a worldwide, non-exclusive, royalty-free, transferable licence to use, reproduce, adapt, display, and distribute such content for the purpose of operating, improving, and promoting the Platform.

You represent and warrant that you have all necessary rights to submit any content you provide and that such content does not infringe the rights of any third party.

Nothing in these Terms transfers any ownership rights in the Platform or Content to you. All rights not expressly granted are reserved by the Company.

If you breach this Clause, the Company may require you to cease use of the Platform and to return or destroy any copies of materials obtained in violation of these Terms.

You are solely responsible for maintaining the confidentiality and security of your Account credentials, including your username, password, and any multi-factor authentication or security keys associated with your Account.

You must not share your Account credentials with any third party or permit any third party to access the Platform using your credentials.

You are responsible for all activities conducted through your Account, whether authorised by you or not, unless you have notified the Company without undue delay of unauthorised use.

You must notify the Company immediately if you suspect that your credentials have been lost, stolen, compromised, or otherwise misused.

The Company reserves the right to suspend, restrict, deactivate, or require the reset of Account credentials at any time where it reasonably believes that the security of an Account may be compromised or where such action is necessary to protect the Platform or comply with applicable law.

The Company is not responsible for any loss or damage arising from your failure to safeguard your Account credentials.

The Platform may contain links to third-party websites, applications, services, or resources that are not owned or controlled by the Company.

The Company does not control, endorse, sponsor, or assume responsibility for any third-party content, services, products, policies, or practices.

Access to and use of any third-party websites or services is at your own risk and subject to the terms and conditions of those third parties.

The Company shall not be liable for any loss, damage, or harm arising from your access to or use of third-party content, websites, or services.

The Platform may integrate or rely on third-party service providers for technical infrastructure, communications, hosting, payment processing, or other operational functions. The Company is not responsible for interruptions, delays, errors, or failures attributable to such third-party services.

References to specific products, services, Providers, or third parties on the Platform do not constitute endorsement, recommendation, or guarantee by the Company.

The information made available through the Platform is believed to be reliable at the time of publication. However, the Company does not guarantee the accuracy, completeness, currency, reliability, or suitability of any information available on the Platform at any given time.

Except for these Terms and any express statements made by the Company, the content of the Platform may be updated, modified, or removed at any time without prior notice.

Your use of the Platform and the Services is at your own risk. To the maximum extent permitted by applicable law, the Platform and the Services are provided on an “as is” and “as available” basis without warranties of any kind, whether express, implied, or statutory, including any implied warranties of merchantability, fitness for a particular purpose, non-infringement, or accuracy.

The Company does not warrant that the Platform will be uninterrupted, secure, error-free, or free from viruses, malware, or other harmful components, nor that defects will be corrected immediately.

The Company does not guarantee that use of the Platform or any material downloaded from it will not cause damage to your devices, systems, or data.

The Company does not provide medical advice, diagnosis, treatment, prescriptions, or healthcare services. Any medical information or advice you receive comes exclusively from the relevant Provider and not from the Company.

The Company does not recommend, endorse, or guarantee the qualifications, licensing status, competence, availability, or suitability of any Provider. You are solely responsible for selecting any Provider and for decisions relating to your healthcare.

The Company expressly disclaims any responsibility for errors, omissions, inaccuracies, or reliance upon content made available through the Platform, including content provided by Providers or third parties.

Where the Platform contains links to third-party websites or services, the Company is not responsible for the availability, content, privacy practices, or security of such third-party services.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or willful misconduct.

The Company acts solely as a technology intermediary facilitating contact and payment between Users and independent Providers. The Company is not responsible for the acts, omissions, advice, diagnosis, treatment, prescriptions, or other healthcare services provided by any Provider.

To the maximum extent permitted by applicable law, the Company shall not be liable for any loss or damage arising from:

1. (a)any healthcare services provided by a Provider;
2. (b)reliance on medical advice or information provided by a Provider;
3. (c)inaccurate declarations made by a User regarding identity, residency, or location;
4. (d)interruptions, delays, or technical failures of the Platform;
5. (e)third-party service providers, including payment service providers or hosting providers;
6. (f)unauthorised access to your Account where you have failed to safeguard your credentials.

To the maximum extent permitted by applicable law, the Company shall not be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, including loss of profits, loss of data, loss of opportunity, reputational harm, or business interruption.

Subject to Clause 17.1, the Company’s total aggregate liability arising out of or in connection with the Platform or these Terms, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total amount of platform service fees actually received by the Company from the relevant transaction giving rise to the claim.

Where no platform service fee has been paid by you in relation to the claim, the Company’s total liability shall not exceed one hundred euros (€100).

Nothing in these Terms shall create any partnership, joint venture, employment, agency, or fiduciary relationship between the Company and any Provider. Providers are independent professionals solely responsible for the healthcare services they provide.

You acknowledge that the allocation of risk and limitation of liability set out in this Clause forms an essential basis of the agreement between you and the Company.

The scheduling, rescheduling, cancellation, and conduct of any consultation are matters primarily governed by the Healthcare Contract between the User and the relevant Provider. The Company does not determine or control the Provider’s availability, acceptance of bookings, or clinical decisions.

A Provider may, at their discretion:

1. (a)accept or decline a consultation request;
2. (b)cancel or reschedule a confirmed consultation; or
3. (c)determine that a consultation is not clinically appropriate or feasible,

including where the Provider considers that the Patient’s condition is unsuitable for Telehealth Services, requires in-person assessment, or falls outside the Provider’s professional scope or legal authorisation.

Users may cancel or reschedule consultations in accordance with the applicable terms agreed with the Provider. Any applicable fees, refunds, or cancellation conditions shall be governed by the Healthcare Contract and/or the relevant payment service provider’s terms.

The Company shall not be responsible for:

1. (a)a Provider’s decision to decline, cancel, or reschedule a consultation;
2. (b)a Provider’s determination that a consultation is not feasible or appropriate; or
3. (c)any delays, interruptions, or failure of a consultation attributable to the User or the Provider.

Without prejudice to the above, where a consultation cannot proceed due to Platform-level issues, including but not limited to:

1. (a)suspension, restriction, or termination of a Provider’s access to the Platform prior to a scheduled consultation; or
2. (b)material technical failure of the Platform preventing the consultation from taking place,

the Company may, at its discretion, use reasonable efforts to facilitate rescheduling or cancellation of the booking. Any related payment handling shall be carried out in accordance with the terms of the applicable payment service provider.

The Company does not guarantee that consultations will commence at the scheduled time and shall not be liable for any delay or disruption caused by factors outside its reasonable control, including the availability, conduct, or technical capabilities of the User or the Provider.

The User acknowledges that the Platform facilitates access to Providers who may be established in jurisdictions different from that of the User and that any Telehealth Services may therefore be provided on a cross-border basis.

The User acknowledges that the Company does not make any representation as to the availability or suitability of Telehealth Services in any particular jurisdiction and that access to the Platform is undertaken at the User’s own discretion.

The User further acknowledges that they may be required to seek in-person care or services from a locally licensed healthcare professional where required under applicable law or where advised by the Provider.

You agree to indemnify and hold harmless the Company, its directors, officers, employees, and affiliates from and against any direct losses, damages, costs, or expenses (including reasonable legal fees) arising out of or in connection with:

1. (a)your breach of these Terms;
2. (b)your unlawful use of the Platform;
3. (c)any false, misleading, or inaccurate information provided by you, including misrepresentation of your identity, age, residency, physical location, or authority to use the Platform;
4. (d)any infringement of intellectual property or other rights arising from content submitted by you through the Platform;
5. (e)fraudulent payment activity, chargebacks without valid basis, or unauthorised use of a payment method.

This indemnification obligation applies only to the extent that the loss or damage arises from your intentional misconduct, fraud, or negligent breach of these Terms.

Nothing in this Clause requires you to indemnify the Company for losses arising from the Company’s own negligence, wilful misconduct, or breach of applicable law.

The Company shall take reasonable steps to mitigate any loss for which indemnification is sought and shall notify you without undue delay of any claim that may give rise to an indemnification obligation.

The Company may suspend or restrict access to the Platform immediately where it reasonably believes that:

1. (a)you have breached these Terms;
2. (b)your conduct poses a risk to the security, integrity, or lawful operation of the Platform;
3. (c)you have provided false or misleading information;
4. (d)payment authorisation has failed or fraud is suspected;
5. (e)suspension is necessary to comply with applicable law or regulatory requirements.

Suspension may include temporary disabling of your Account, cancellation of pending bookings, or restriction of access to certain functionalities of the Platform.

The Company may terminate your Account and access to the Platform with immediate effect where:

1. (a)a material breach of these Terms has occurred;
2. (b)continued access would expose the Company to legal or regulatory risk; or
3. (c)fraudulent, abusive, or unlawful conduct is reasonably suspected.

You may terminate your Account at any time by ceasing use of the Platform and requesting account closure in accordance with the procedures set out on the Platform.

Termination shall not affect any rights, obligations, or liabilities accrued prior to termination, including payment obligations.

The following provisions shall survive termination: Privacy and Data Protection, Medical Records and Medical Report Requests, Intellectual Property, Disclaimer of Warranties, Limitation of Liability, Indemnification, Governing Law and Jurisdiction, and any other provisions which by their nature are intended to survive.

Notwithstanding the above the Company has the right to terminate or suspend any User in its absolute discretion.

The Company shall not be liable for any loss resulting from suspension or termination carried out in accordance with this Clause.

The Company reserves the right to amend or update these Terms from time to time where necessary to reflect changes in applicable law, regulatory requirements, the functionality of the Platform, business practices, or for other legitimate operational reasons.

Where changes materially affect your rights or obligations, the Company will provide reasonable notice through the Platform or by electronic communication before the revised Terms take effect.

The updated Terms will indicate the effective date and will apply from that date onwards.

Continued use of the Platform after the effective date of the revised Terms constitutes acceptance of the updated Terms.

If you do not agree to the revised Terms, you must cease using the Platform and may request closure of your Account.

No amendment shall apply retroactively to claims or disputes arising prior to the effective date of the amended Terms.

The Company is committed to providing a secure and reliable Platform and welcomes feedback, questions, or complaints relating to the operation of the Platform.

This complaints procedure applies solely to matters relating to the technical operation of the Platform, account administration, payment processing functionality, and compliance with these Terms.

Complaints relating to medical advice, diagnosis, treatment, prescriptions, or other healthcare services must be addressed directly to the relevant Provider. The Company does not investigate or adjudicate clinical complaints.

Complaints may be submitted through the contact details provided in these Terms or via the designated contact form available on the Platform. You should include sufficient information to enable the Company to understand and assess the matter.

The Company will acknowledge receipt of a complaint within a reasonable time and will use reasonable efforts to respond within 15 business days, unless the nature of the complaint requires a longer period for investigation.

Where a complaint concerns both the Platform and a Provider, the Company may coordinate with the Provider for the limited purpose of addressing operational aspects, without assuming responsibility for the Provider’s clinical conduct.

Nothing in this Clause limits your right to refer a complaint to a competent supervisory authority, regulatory body, or court of competent jurisdiction.

The Company shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from events beyond its reasonable control, including but not limited to acts of government, regulatory restrictions, war, civil unrest, natural disasters, power failures, internet or telecommunications disruptions, cyberattacks, or failures of third-party service providers.

Where such an event occurs, the Company’s obligations shall be suspended for the duration of the event and for a reasonable period thereafter.

If the event continues for more than thirty (30) consecutive days and materially affects the operation of the Platform, either party may terminate these Terms by written notice.

The Company may assign, transfer, or otherwise dispose of its rights and obligations under these Terms to an affiliate, successor entity, or third party in connection with a corporate restructuring, merger, acquisition, or sale of assets, provided that such assignment does not materially reduce your rights under these Terms.

The Company may assign or transfer any payment-related claims or receivables arising under these Terms to a financial institution or authorised third party.

The User may not assign, transfer, delegate, or otherwise dispose of their rights or obligations under these Terms without the prior written consent of the Company.

If the Company does not insist that the User performs any of their obligations under the Contract, or if the Company does not exercise its rights or remedies against the User, or if it delays in doing so, that will not mean that the Company has waived its rights or remedies against the User or that the User does not have to comply with those obligations. If the Company does waive any rights or remedies, it will only do so in writing, and that will not mean that it will automatically waive any right or remedy related to any later default by the User.

Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

These Terms, together with the Privacy Policy, constitute the entire agreement between the User and the Company relating to access to and use of the Platform and supersede all prior discussions, representations, communications, or agreements, whether oral or written, relating to the same subject matter.

The User acknowledges that they have not relied on any statement, representation, assurance, or warranty made by the Company that is not expressly set out in these Terms.

These Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the laws of the Republic of Cyprus.

Each party irrevocably agrees that the courts of Cyprus have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these Terms or their subject matter or formation.

The Platform may enable you to access remote healthcare services, including telemedicine or telehealth consultations, provided by independent Providers (“Telehealth Services”).

The Company does not provide Telehealth Services. All Telehealth Services are provided exclusively by the relevant Provider. Any information or advice you receive during a Telehealth Service comes from the Provider and not from the Company.

Telehealth Services are not a substitute for in-person medical care in all cases. Telehealth Services may be unsuitable for certain conditions, symptoms, or circumstances, including where a physical examination, diagnostic testing, or in-person assessment is required.

You acknowledge that Telehealth Services are delivered remotely and may be limited by technology, connectivity, device compatibility, and environmental factors, and that such limitations may affect the quality, completeness, or timeliness of the consultation.

You acknowledge that Providers may be located in different jurisdictions and that a Provider’s ability to provide Telehealth Services may depend on your physical location at the time of the consultation and on applicable licensing and regulatory requirements.

The Company does not guarantee the availability of Telehealth Services in any particular jurisdiction, nor that any specific Provider will be available at any specific time.

You remain responsible for seeking in-person care where clinically appropriate, including where symptoms worsen, where a condition does not improve, or where a Provider recommends in-person assessment or further diagnostics.

The Company does not monitor Telehealth Services in real time and is not responsible for clinical decision-making, triage, diagnosis, treatment, prescriptions, or outcomes.

By booking or participating in a Telehealth Service through the Platform, you acknowledge and agree that the consultation will be conducted remotely using electronic communications technology.

You understand that Telehealth Services may involve the electronic transmission of personal data, including health data, between you and the relevant Provider.

You acknowledge that the potential benefits of Telehealth Services include improved access to healthcare and convenience. You further acknowledge that potential risks may include, without limitation:

1. (a)delays in medical evaluation due to technical disruptions;
2. (b)limitations in diagnosis due to the absence of physical examination;
3. (c)unauthorised access to electronic communications despite reasonable security measures.

You understand that you may withdraw from a Telehealth consultation at any time; however, withdrawal may affect the Provider’s ability to provide care.

You acknowledge that no particular outcome, diagnosis, or treatment result is guaranteed.

By proceeding with a Telehealth consultation, you provide your informed consent to receive healthcare services remotely from the selected Provider under the conditions described in these Terms.

Prior to each Telehealth consultation, you must accurately declare your physical location.

By participating in a Telehealth Service, you represent and warrant that you are physically located in the jurisdiction you have declared at the time of booking or consultation.

You acknowledge that Providers rely on your declared location in determining whether they are legally authorised to provide Telehealth Services to you.

If your declared location is inaccurate or misleading, you accept that this may affect the legality or availability of the Telehealth Service and you agree that the Company shall not be responsible for any consequences arising from such inaccuracy.

Where required by applicable law, a Provider may refuse to proceed with a Telehealth consultation if jurisdictional requirements are not satisfied.

You acknowledge that cross-border healthcare may be subject to specific national rules, authorisation requirements. The Company does not provide regulatory advice regarding cross-border healthcare eligibility or reimbursement rights.

The definitions and rules of interpretation in this clause apply to this Agreement:

These terms govern the provision of Telehealth Services by the Provider on the relevant profile page to the User.

The Provider’s full name, professional title, qualifications, licensing or registration details, jurisdiction of establishment, and contact information are set out in the Provider’s profile on the Platform.

The Provider acts solely in their own professional capacity and not as an employee, agent, partner, or representative of the Platform operator. The Provider is independently responsible for the Telehealth Services provided, including clinical decisions, diagnosis, treatment recommendations, prescriptions, and compliance with applicable professional and legal obligations.

The Platform operator is not a party to this agreement between the Provider and the User and does not provide Telehealth Services. The Platform’s role is limited to facilitating communication, booking, and related administrative functions between the User and the Provider.

The Provider agrees to deliver and/or provide Telehealth Services to the User in accordance with the Provider’s professional qualifications, competence, and applicable legal and regulatory requirements (the “Services”).

The Services consist primarily of remote consultations, informational guidance, and professional opinions based on the information provided by the User. The Services may include discussion of symptoms, review of existing medical information, preventive guidance, and recommendations regarding possible next steps in care.

Telehealth Services have inherent limitations compared to in-person medical care, including the absence of physical examination, diagnostic testing, or direct observation. Certain conditions may require in-person assessment, laboratory testing, imaging, or other procedures that cannot be provided remotely.

The Provider retains full discretion to determine whether the User’s condition is suitable for remote consultation and may decline to provide Services, suspend a consultation, or recommend in-person care where clinically or legally necessary.

The Provider does not guarantee that any particular diagnosis, treatment outcome, or improvement in the User’s condition will result from the Services.

The User acknowledges that Telehealth decisions are based on the information provided during the consultation and that incomplete, inaccurate, or misleading information may affect the Provider’s ability to deliver appropriate care.

The Services are provided solely for the personal use of the User and must not be relied upon by any third party without the Provider’s prior written consent. The Provider accepts no responsibility to any third party.

The Provider shall exercise independent professional judgment at all times and shall not be subject to the direction or control of the Platform operator in relation to clinical matters.

The Telehealth Contract is formed directly between the Provider and the User when the Provider confirms acceptance of the User’s booking request through the Platform, subject to any required payment authorisation.

Once the Telehealth Contract is formed, the Provider agrees to provide, and the User agrees to receive, the Telehealth Services in accordance with this Agreement.

Payment processing, appointment scheduling, or use of the Platform’s technical systems does not create a contract between the User and the Platform Operator and does not, by itself, constitute acceptance by the Provider.

The Telehealth Contract relates solely to the provision of Telehealth Services by the Provider and is separate from any agreement between the User and the Platform operator.

The Provider agrees to provide Telehealth Services to the User in accordance with this Telehealth Contract.

The User acknowledges that all Telehealth Services are provided directly and exclusively by the Provider through the Platform, which acts solely as a technological facilitator for communication, appointment scheduling, and service access.

The Provider shall be solely responsible for:

1. (a)the professional services provided to the User; and
2. (b)compliance with all applicable licensing, regulatory and professional obligations in the relevant jurisdiction(s).

Nothing in this Telehealth Contract creates any employment, agency, partnership, joint venture, fiduciary, or other relationship between the Provider and the Platform or the User and the Platform.

The User agrees to provide accurate, complete, and up-to-date information regarding their identity, medical history, symptoms, medications, allergies, and any other information reasonably requested by the Provider for the purpose of delivering the Telehealth Services.

The User shall promptly inform the Provider of any material changes to their health condition, medications, or relevant circumstances that may affect the Telehealth Services.

The User is responsible for ensuring that they are physically located in a jurisdiction where the Provider is legally permitted to provide Telehealth Services and shall accurately disclose their location at the time of the consultation.

The User shall ensure that they have access to appropriate equipment, internet connectivity, and a private environment suitable for participating in the Telehealth consultation.

The User is responsible for obtaining and correctly using any prescribed medication, medical device, or treatment recommended by the Provider, in accordance with the instructions provided and applicable law.

The User shall not record, reproduce, or distribute any consultation without the Provider’s prior consent, except where permitted by applicable law.

The User shall use the Telehealth Services in good faith and shall not misuse the services, seek prescriptions unlawfully, or provide false or misleading information.

The User acknowledges that failure to comply with the responsibilities set out in this Clause may affect the Provider’s ability to deliver appropriate care and may result in the Provider declining to provide or continuing the Telehealth Services.

Telehealth Services shall not be used in medical emergencies or urgent medical situations.

The Provider does not provide emergency care, emergency triage, crisis intervention, or real-time emergency response Telehealth Services.

If the User believes they are experiencing a medical or mental health emergency, they must immediately:

1. (a)contact their local emergency number;
2. (b)attend the nearest hospital emergency department; or
3. (c)seek immediate in-person medical assistance.

By using the Platform, the User acknowledges and agrees that:

1. (a)They are responsible for determining whether their medical condition requires emergency or urgent care;
2. (b)telehealth services may not be appropriate for all conditions; and
3. (c)they will not rely on the Platform for emergency medical needs.

The User understands that telehealth services are provided remotely and may be limited by the absence of physical examination, diagnostic testing, or in-person assessment. Certain medical conditions may require in-person consultation or additional diagnostic procedures.

The Provider shall not be liable for any injury, loss, delay in treatment, worsening of condition, or damages arising from:

1. (a)use of the Platform for emergency medical situations;
2. (b)failure to seek timely in-person care; or
3. (c)reliance on the Provider where emergency care was required.

The User acknowledges that the provision of Telehealth Services is subject to complex and potentially conflicting legal, regulatory and professional requirements, which may vary depending on the jurisdiction in which the User is physically located at the time the Telehealth Services are provided.

By requesting or receiving Telehealth Services, the User represents and warrants that they are physically located in the jurisdiction declared at the time of booking and at the time of the consultation, and undertakes to promptly notify the Provider of any change in such location prior to or during the consultation.

The Provider shall be entitled to rely conclusively on the User’s declared location without any obligation to independently verify its accuracy.

The Provider shall determine, in their sole and independent professional judgment, whether the provision of Telehealth Services to the User in the declared jurisdiction is lawful, permissible, and appropriate, having regard to applicable licensing, regulatory and professional requirements.

Without prejudice to the generality of Clause 8.4, the Provider may, at any time and without liability:

1. (a)decline to accept a consultation;
2. (b)refuse to proceed with or continue a consultation; or
3. (c)limit the scope of the Telehealth Services,

where the Provider considers that the provision of such services may be unlawful, restricted, or otherwise inappropriate in light of the User’s location or circumstances.

The User acknowledges and agrees that:

1. (a)Telehealth Services may not be available in all jurisdictions;
2. (b)access to or use of the Platform does not constitute a representation that Telehealth Services are permitted in any particular jurisdiction; and
3. (c)neither the Provider nor the Platform guarantees the legal availability of Telehealth Services in the User’s location.

The Platform does not provide legal or regulatory advice and does not assess, verify, or ensure compliance with cross-border Telehealth laws. The User accesses Telehealth Services at their own initiative and risk in this regard.

Nothing in this Agreement shall be construed as requiring the Provider to deliver Telehealth Services in any jurisdiction where the Provider considers that doing so would expose them to legal, regulatory, or professional risk.

The Provider acts at all times as an independent Telehealth professional and is solely responsible for the provision of the Telehealth Services, including all clinical assessments, opinions, advice, and recommendations.

Nothing in this Agreement, nor any functionality of the Platform, shall be construed as creating any relationship of employment, agency, partnership, or control between the Provider and the Platform, or as permitting the Platform to direct, influence, or supervise the Provider’s clinical judgment.

The Provider shall exercise their professional judgment in accordance with:

1. (a)their qualifications, experience and competence;
2. (b)applicable professional standards; and
3. (c)the legal and regulatory framework governing their practice.

The User acknowledges that:

1. (a)Telehealth Services are inherently limited by their remote nature, including the absence of physical examination, diagnostic testing, and direct clinical observation;
2. (b)any assessment, opinion, or recommendation is based solely on the information made available by the User at the time of the consultation; and
3. (c)incomplete, inaccurate, or misleading information may materially affect the quality and reliability of the Telehealth Services.

The Provider retains absolute discretion to determine:

1. (a)whether the User’s condition is suitable for Telehealth Services;
2. (b)the appropriate scope of any consultation; and
3. (c)whether to decline, suspend, or terminate the provision of Telehealth Services at any time.

No representation, warranty, or guarantee is given as to the outcome of any Telehealth Services. The User acknowledges that medical outcomes are inherently uncertain and may vary depending on individual circumstances.

The Telehealth Services do not give rise to any obligation on the part of the Provider to provide ongoing care, monitoring, or follow-up treatment unless expressly agreed otherwise.

Where payment functionality is made available through the Platform, payments for Telehealth Services shall be processed exclusively by licensed third-party payment service providers (“PSPs”).

The User acknowledges and agrees that:

1. (a)the Platform does not provide regulated payment services;
2. (b)the Platform does not act as a merchant of record in respect of the Telehealth Services;
3. (c)the Platform does not receive, hold, safeguard, or control client funds at any time; and
4. (d)the Platform’s role is limited to providing technical infrastructure enabling the transmission of payment instructions to the relevant PSP.

All fees for Telehealth Services shall be determined solely by the Provider. The User’s payment obligation arises directly between the User and the Provider, and payment processing is carried out by the relevant PSP.

By submitting payment details through the Platform, the User:

1. (a)authorises the relevant PSP to process the transaction in accordance with its own terms and conditions; and
2. (b)agrees to be bound by the applicable terms of the PSP.

The User shall ensure that all payment information provided is accurate, complete, and authorised, and represents that they are entitled to use the selected payment method. The User remains responsible for any unauthorised or failed payments arising from incorrect or misleading information.

The Provider shall be solely responsible for:

1. (a)complying with the Platform Policies, including the Platform’s Cancellation Policy, in relation to cancellations, refunds, rescheduling and related payment matters; and
2. (b)complying with all applicable tax, invoicing and regulatory obligations relating to the provision of Telehealth Services.

Any refunds, cancellations, rescheduling, fee adjustments or related payment consequences shall be handled in accordance with the Platform Policies, including the Platform’s Cancellation Policy, and the applicable terms of the relevant PSP. The Provider shall not apply separate or inconsistent cancellation, refund or rescheduling terms to the User unless expressly permitted by the Platform Policies or approved by the Platform Operator.

The Platform shall not be responsible or liable for:

1. (a)the performance, availability, or security of any PSP;
2. (b)payment processing errors, delays, or failures attributable to a PSP;
3. (c)chargebacks, payment disputes, or unauthorised transactions; or
4. (d)any dispute between the User and the Provider relating to fees, refunds, or the provision of Telehealth Services.

The User acknowledges that any payment-related disputes must be resolved in accordance with:

1. (a)the applicable terms of the PSP; and
2. (b)the Platform Policies, including the Platform’s Cancellation Policy, where relevant.

The Platform may suspend or restrict access to the Platform or cancel bookings where payment authorisation fails, a transaction is declined, or fraudulent or unauthorised activity is reasonably suspected.

The Provider shall be solely responsible for the creation, content, accuracy, completeness, clinical appropriateness, maintenance, storage and retention of all medical records, clinical notes, consultation summaries, prescriptions, referrals, reports and other clinical documentation relating to Telehealth Services provided to the User, in accordance with applicable legal, regulatory and professional obligations.

The User acknowledges that the Platform is not intended to operate as a full electronic medical-records portal or as the Provider’s sole, primary or comprehensive medical-record system, and that the Platform may not display the User’s complete medical file, full historical clinical information or all records maintained by the Provider.

The User may be able to view through the Platform certain documents or information made available to them, including test results, uploaded documents, consultation summaries, reports, prescriptions, referrals or other information made available by the Provider.

To the extent that the Platform facilitates the transmission, display, access, retrieval, export or temporary storage of consultation information, messages, summaries, prescriptions, referrals, test results, reports or other medical-related data, such functionality is provided for technical and administrative purposes only.

The Platform does not independently create, verify, review, amend, approve or certify medical records generated or uploaded by the Provider and does not assume responsibility for the clinical content, accuracy, completeness, appropriateness or integrity of such records.

The Provider shall determine, in their independent professional judgment and in accordance with applicable legal, regulatory and professional obligations, the content, format and retention of medical records, including whether to issue consultation summaries, prescriptions, referrals, medical reports or other documentation to the User.

The User may request access to their medical records, medical report, consultation notes, test results, prescriptions, referrals or other clinical documentation directly from the Provider. The Provider shall be responsible for handling and responding to such requests in accordance with Applicable Law, Data Protection Laws and applicable professional obligations.

Where the User requests a medical report from the Provider, the Provider shall be responsible for preparing and issuing any such report where required by Applicable Law, applicable professional obligations or the Provider’s own clinical judgment. The Platform shall not be responsible for preparing, reviewing, approving or certifying any medical report.

Nothing in this Agreement limits or excludes the User’s statutory rights under Data Protection Laws, including the right of access to personal data under Article 15 GDPR.

Where the User wishes to exercise data subject rights in respect of personal data processed by the Provider for clinical purposes, including medical records, consultation notes, medical reports, prescriptions, referrals or clinical documentation, the User should submit the request to the Provider, who shall be responsible for responding as the relevant controller.

Where the User wishes to exercise data subject rights in respect of personal data processed by the Platform operator for Platform-related purposes, including account, booking, payment-support, technical, communication, support, security or administrative data, the User should submit the request to the Platform operator in accordance with the applicable Privacy Policy.

Where relevant medical records, reports or documents generated or uploaded by the Provider are stored or made available through the Platform, the Platform may facilitate access to, export of or transmission of such records or documents as a technical or administrative function, but shall not be deemed to have reviewed, verified, approved or certified the clinical content of those records or documents.

The User acknowledges that medical records may be maintained separately by the Provider in accordance with applicable legal, regulatory and professional obligations, and that access to such records may be subject to identity verification, applicable data protection laws, medical-record legislation, professional rules and the protection of the rights and freedoms of others.

Each Party acknowledges that personal data, including health data, may be processed in connection with the Telehealth Services. For the purposes of such processing:

1. (a)the Provider acts as an independent data controller in respect of personal data processed for the provision of Telehealth Services, including diagnosis, consultation, treatment recommendations, clinical documentation, prescriptions, referrals and compliance with professional and regulatory obligations; and
2. (b)the Platform operator acts as an independent data controller in respect of personal data processed for the operation, security and administration of the Platform.

The Platform does not determine the clinical purposes or medical means of processing personal data by the Provider and shall not be responsible for the Provider’s independent data processing activities.

The User acknowledges that the transmission of information through electronic communications may involve inherent security risks, including unauthorised access, interception, corruption, delay or data loss, notwithstanding the implementation of reasonable technical and organisational safeguards.

The Provider and the Platform operator shall each implement appropriate technical and organisational measures within their respective spheres of responsibility to protect personal data against unauthorised or unlawful processing and against accidental loss, destruction, alteration, disclosure or damage.

Where personal data is transferred across jurisdictions, including outside the European Economic Area, such transfers shall be subject to applicable Data Protection Laws and appropriate safeguards, as determined by the relevant data controller.

Nothing in this Agreement shall be construed as creating a joint controllership arrangement between the Provider and the Platform operator unless expressly agreed in writing.

For the purposes of this Telehealth Contract, “Confidential Information” means any non-public information disclosed by one Party to the other in connection with this Telehealth Contract, whether orally, electronically, or in writing, that is confidential by its nature or is designated as confidential, including:

1. (a)in the case of the Provider, professional, clinical, operational, or business information; and
2. (b)In the case of the User, personal information, health data, and communications with the Provider, subject always to applicable data protection laws.

Each Party undertakes to keep the other Party’s Confidential Information strictly confidential and not to disclose it to any third party except as expressly permitted under this Clause 12.

Each Party undertakes to keep the other Party’s Confidential Information strictly confidential and not to disclose it to any third party except as expressly permitted under this Clause 12.

A Party may disclose Confidential Information:

1. (a)to its professional advisers or representatives who need to know such information for the purposes of performing this Agreement and who are subject to confidentiality obligations;
2. (b)where disclosure is required by applicable law, court order, or competent regulatory authority; or
3. (c)to the extent strictly necessary for the performance of this Agreement, and only where such disclosure is proportionate and limited to what is required.

Each Party acknowledges that unauthorised disclosure of Confidential Information may cause irreparable harm and that injunctive or equitable relief may be available in addition to any other rights or remedies.

The obligations under this Clause 12 shall apply during the Term of this Agreement and for a period of 2 years following its termination or expiry, save where a longer period is required by applicable law.

Neither Party shall copy, record, retain, or use Confidential Information except to the extent strictly necessary for the purposes of this Agreement or as required by law. This Clause shall not apply to information that:

1. (a)is or becomes publicly available through no breach of this Agreement; or
2. (b)was lawfully in receiving the Party’s possession prior to disclosure;
3. (c)is independently developed without use of the disclosing Party’s Confidential Information; or
4. (d)is lawfully received from a third party without breach of any confidentiality obligation.

The User represents that all information provided in connection with the Telehealth Services, including information relating to identity, location, medical history, symptoms, and relevant circumstances, is accurate, complete, and not misleading, and acknowledges that the Telehealth Services are dependent on such information.

The User represents and warrants to the Provider that, at the time of requesting and receiving Telehealth Services:

1. (a)the User is physically located in a jurisdiction in which the Provider is duly licensed or legally authorised to provide the relevant Telehealth Services;
2. (b)all information provided by the User regarding their identity, physical location, and circumstances relevant to the provision of Telehealth Services is true, accurate, and complete;
3. (c)the User represents and warrants that all medical history, symptoms, information, and documentation provided to the Provider are complete, accurate, and not misleading to the best of the User’s knowledge;
4. (d)the User will promptly inform the Provider of any material changes;
5. (e)the User represents and warrants that they have access to the necessary technology, connectivity, and environment to participate safely and effectively in Telehealth Services;
6. (f)the User represents and warrants that they will follow reasonable medical instructions and recommendations provided by the Provider or seek clarification where unclear;
7. (g)the User represents and warrants that they will not use Telehealth Services for any unlawful, fraudulent, or improper purpose;
8. (h)the User represents and warrants that they are at least 18 years old and have full legal capacity to enter into binding contracts under applicable law.

Except as expressly set out in this Agreement, no warranties or representations are given by either Party, whether express or implied, to the maximum extent permitted by applicable law.

Nothing in this Agreement shall be construed as creating any obligation on the part of the Provider to provide ongoing care, monitoring, or follow-up services unless expressly agreed in writing.

The User acknowledges that the Platform operates solely as a technological facilitator of communication and service access and does not provide medical or Telehealth Services.

Nothing in this Telehealth Contract shall create any partnership, joint venture, employment, agency, or fiduciary relationship between the Provider and the User.

All Telehealth Services are provided exclusively by the Provider, who remains solely responsible for their professional acts and omissions, subject always to applicable law.

To the maximum extent permitted by applicable law, the Provider shall not be liable for any loss, damage, or claim arising from:

1. (a)technical failures, interruptions, or unavailability of the Platform;
2. (b)errors or delays in transmission of information caused by factors outside the Provider’s reasonable control; or
3. (c)the User’s failure to provide accurate, complete, or timely information.

To the maximum extent permitted by applicable law, the Provider shall not be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, including loss of profits, loss of opportunity, loss of data, reputational harm, or business interruption.

Subject to Clause 14.7, the Provider’s total aggregate liability arising out of or in connection with this Telehealth Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total fees paid by the User to the Provider for the Telehealth Services giving rise to the claim.

Nothing in this Telehealth Contract limits or excludes the Provider’s liability for:

1. (a)death or personal injury caused by negligence;
2. (b)fraud or fraudulent misrepresentation;
3. (c)wilful misconduct; or
4. (d)any liability which cannot be lawfully excluded or limited under applicable law.

The User agrees to indemnify and hold harmless the Provider against direct losses, damages, or liabilities arising from the User’s intentional misconduct, fraud, or negligent breach of this Telehealth Contract, including the provision of false or misleading information, to the extent permitted by applicable law.

The Provider shall take reasonable steps to mitigate any loss for which indemnification is sought and shall notify the User without undue delay of any claim that may give rise to an indemnification obligation.

The User acknowledges that the Telehealth Services are provided on a consultation-by-consultation basis and are limited to the specific interaction requested by the User and accepted by the Provider.

Nothing in this Agreement, nor any use of the Platform, shall be construed as creating an ongoing, continuous, or exclusive healthcare relationship between the Provider and the User beyond the specific Telehealth consultation, unless expressly agreed in writing.

The Provider shall have no obligation to provide follow-up care, monitoring, supervision, or ongoing treatment after the conclusion of a consultation, unless expressly agreed between the Parties.

The User acknowledges that any recommendation for follow-up consultation, additional care, or further investigation does not, in itself, create any obligation on the Provider to deliver such services.

The User remains responsible for seeking appropriate in-person medical care, follow-up treatment, or specialist advice where required, including where advised by the Provider or where symptoms persist or worsen.

The Provider may, at their discretion, agree to provide further consultations or follow-up services, which shall constitute separate engagements under this Agreement or under a separate agreement, as applicable.

The Provider shall determine, in the exercise of independent professional judgment, whether it is appropriate to issue any prescription, recommendation, referral, or treatment plan in the context of Telehealth Services.

The User acknowledges that:

1. (a)Telehealth Services may not be sufficient to support prescribing decisions in all cases; and
2. (b)the Provider may require additional information, in-person examination, diagnostic testing, or verification before issuing any prescription or treatment recommendation.

The Provider may, at any time and without liability, decline to issue a prescription or recommendation where the Provider considers that:

1. (a)the User’s condition cannot be adequately assessed remotely;
2. (b)the information provided by the User is incomplete, inaccurate, or insufficient;
3. (c)prescribing would not be clinically appropriate or safe;
4. (d)prescribing is restricted or prohibited under applicable laws or professional rules; or
5. (e)the Provider is not authorised to prescribe in the User’s jurisdiction.

The User acknowledges that any prescription issued through Telehealth Services:

1. (a)may be subject to legal or regulatory restrictions in the jurisdiction where the User is located;
2. (b)may not be recognised, valid, or capable of being dispensed in all jurisdictions; and
3. (c)may require validation, conversion, or re-issuance by a locally licensed healthcare professional.

The Provider shall not be responsible for:

1. (a)the availability, dispensing, or administration of any prescribed medication;
2. (b)the User’s compliance with prescribed treatment;
3. (c)any adverse effects, interactions, or outcomes arising from the use or misuse of medication; or
4. (d)any refusal by a pharmacist or authority to dispense a prescription.

The User remains solely responsible for ensuring that any prescribed medication or treatment is lawfully obtained, used in accordance with applicable instructions, and suitable for their personal circumstances.

Nothing in this Agreement shall oblige the Provider to prescribe medication, issue certificates, or provide documentation of any kind, and any such decision shall remain entirely at the Provider’s discretion.

The scheduling, rescheduling, cancellation and conduct of any Telehealth consultation shall be governed by the Platform Policies, including the Platform’s Cancellation Policy, subject always to the Provider’s independent professional judgment and applicable legal, regulatory and professional obligations.

The Provider may:

1. (a)cancel or reschedule a confirmed consultation;
2. (b)decline to proceed with or discontinue a consultation; or
3. (c)limit the scope of the Telehealth Services,

where the Provider considers this appropriate for clinical, legal, regulatory, or operational reasons, including where the consultation is not suitable for remote delivery.

The User may cancel or reschedule a consultation in accordance with the Platform Policies, including the Platform’s Cancellation Policy. The User acknowledges that fees, refunds, charges or other payment consequences may apply depending on the timing and circumstances of cancellation.

The Provider shall not be responsible for:

1. (a)any failure by the User to attend a scheduled consultation;
2. (b)any delay or interruption caused by the User’s connectivity, equipment, or environment; or
3. (c)any inability to proceed with a consultation arising from incomplete, inaccurate, or misleading information provided by the User.

The User acknowledges that:

1. (a)scheduled consultation times are indicative only;
2. (b)delays may occur due to clinical priorities, unforeseen circumstances, or technical issues; and
3. (c)the Provider does not guarantee that consultations will commence at the scheduled time.

Where a consultation cannot proceed or is interrupted due to technical issues, connectivity failures, clinical unsuitability, Provider unavailability or other circumstances outside the Provider’s reasonable control, the Provider and/or the Platform Operator may, in accordance with the Platform Policies, determine whether to:

1. (a)reschedule the consultation;
2. (b)proceed in an alternative format;
3. (c)cancel the consultation; or
4. (d)treat the consultation as completed for billing purposes,

subject always to applicable law, professional obligations and the applicable PSP terms.

The Provider shall not be liable for any loss, damage, or inconvenience arising from the cancellation, rescheduling, delay, or interruption of any consultation, except to the extent required by applicable law.

The User acknowledges that any refunds, credits, rescheduling arrangements, cancellation charges or payment adjustments relating to cancellations or consultation issues shall be determined in accordance with the Platform Policies, including the Platform’s Cancellation Policy, and that payment processing shall be carried out by the relevant PSP.

The Platform is not a party to the Telehealth Contract and shall have no responsibility for scheduling, cancellations, availability, or the conduct of consultations.

The User acknowledges that Telehealth Services are inherently limited by their remote nature and may not provide the same level of clinical assessment as in-person healthcare services.

The User further acknowledges that:

1. (a)the Provider does not have access to a physical examination, diagnostic testing, or direct clinical observation;
2. (b)the accuracy and completeness of any assessment depends on the information provided by the User and the limitations of the communication medium; and
3. (c)certain conditions, symptoms, or presentations may not be capable of being fully assessed or diagnosed remotely.

Any opinion, assessment, or recommendation provided by the Provider through Telehealth Services:

1. (a)is based solely on the information available at the time of the consultation;
2. (b)may be preliminary, indicative, or subject to revision; and
3. (c)does not constitute a definitive diagnosis unless expressly confirmed as such by the Provider.

The Provider may recommend further investigation, diagnostic testing, referral to a specialist, or in-person consultation where necessary or appropriate. The User acknowledges that such steps may be required to confirm or refine any preliminary assessment.

The User acknowledges that no guarantee, warranty, or assurance is given as to:

1. (a)the accuracy, completeness, or reliability of any diagnosis;
2. (b)the effectiveness of any recommended treatment; or
3. (c)the outcome of any medical condition or intervention.

The User remains solely responsible for:

1. (a)seeking in-person medical care where required;
2. (b)obtaining further medical advice where symptoms persist, worsen, or change; and
3. (c)acting prudently in relation to their health and wellbeing.

The Provider shall not be liable for any loss, damage, or adverse outcome arising from:

1. (a)limitations inherent in Telehealth Services;
2. (b)the absence of in-person assessment or diagnostic testing; or
3. (c)reliance on information or recommendations provided in circumstances where further clinical evaluation was required.

The Telehealth Services and any information, advice, assessment, or recommendation provided by the Provider are intended solely for the benefit of the User.

No third party shall be entitled to rely on any aspect of the Telehealth Services or any output arising from them, including any opinion, report, recommendation, or communication, without the Provider’s prior written consent.

The Provider does not assume any duty of care, responsibility, or liability to any person other than the User in connection with the Telehealth Services.

The User shall not disclose, reproduce, or make available any advice, opinion, or recommendation provided by the Provider to any third party for the purpose of reliance without the Provider’s prior written consent.

To the maximum extent permitted by applicable law, the Provider shall not be liable for any loss, damage, or claim arising from reliance by any third party on the Telehealth Services or any related information.

The User acknowledges and accepts that Telehealth Services involve inherent risks and limitations arising from their remote nature, including clinical, technological, and jurisdictional factors.

Without limitation, the User acknowledges that:

1. (a)the absence of physical examination, diagnostic testing, and direct clinical observation may affect the scope, accuracy, or completeness of any assessment or recommendation;
2. (b)technical issues, including connectivity failures, delays, or system interruptions, may impact the quality or continuity of the consultation;
3. (c)healthcare laws, regulations, and professional standards may vary across jurisdictions and may affect the availability or scope of Telehealth Services; and
4. (d)the outcome of any medical condition or treatment is inherently uncertain.

The User further acknowledges that the Telehealth Services are not a substitute for comprehensive in-person medical care in all circumstances and that additional consultation, examination, or treatment may be required.

By requesting or receiving Telehealth Services, the User expressly assumes all risks associated with:

1. (a)the limitations of remote healthcare delivery;
2. (b)reliance on information or recommendations provided in the course of the consultation; and
3. (c)any decision to act or refrain from acting based on such information or recommendations.

The User agrees to use the Telehealth Services at their own risk to the fullest extent permitted by applicable law.

The User acknowledges that the Telehealth Services are provided on the basis of information supplied by the User and that the Provider is entitled to rely on such information without independent verification.

The User represents that all information provided in connection with the Telehealth Services, including information relating to identity, physical location, medical history, symptoms, medications, and relevant circumstances, is accurate, complete, and not misleading.

The Provider shall not be responsible for verifying the accuracy, completeness, or reliability of any information provided by the User and shall have no obligation to independently investigate or validate such information.

The User acknowledges that any omission, inaccuracy, or misrepresentation in the information provided may affect the Provider’s ability to deliver appropriate care and may impact the outcome of the Telehealth Services.

The Provider shall not be liable for any loss, damage, or adverse outcome arising from:

1. (a)reliance on information provided by the User; or
2. (b)any incomplete, inaccurate, or misleading information supplied by or on behalf of the User.

The User agrees to promptly correct or update any information previously provided where it becomes inaccurate, incomplete, or misleading.

Each Party acknowledges that the provision of Telehealth Services may involve the processing of personal data, including special category data relating to health.

The Provider shall act as an independent data controller in respect of personal data processed for the purposes of providing Telehealth Services, including diagnosis, consultation, treatment recommendations, and compliance with applicable professional and regulatory obligations.

The User acknowledges that personal data, including health-related information, will be disclosed to and processed by the Provider for the purpose of receiving Telehealth Services.

Each Party undertakes to comply with applicable data protection laws, including Regulation (EU) 2016/679 (General Data Protection Regulation – GDPR), in connection with the processing of personal data under this Agreement.

The Provider shall implement appropriate technical and organisational measures to protect personal data against unauthorised or unlawful processing and against accidental loss, destruction, or damage, in accordance with applicable law.

The User acknowledges that the transmission of information through electronic communications may not be completely secure and accepts the inherent risks associated with remote communication technologies.

The Provider shall process personal data only to the extent necessary for the provision of Telehealth Services and for compliance with legal and professional obligations.

Nothing in this Agreement shall require the Provider to retain medical records or personal data beyond the period required under applicable law or professional standards.

The User acknowledges that the Platform operator acts independently as a separate data controller in respect of the operation of the Platform and is not responsible for the Provider’s data processing activities.

The User may terminate this Telehealth Contract at any time by ceasing to request or receive Telehealth Services, subject to any applicable cancellation or payment obligations.

The Provider may suspend or terminate the provision of Telehealth Services where the Provider reasonably believes that:

1. (a)the User has breached this Telehealth Contract;
2. (b)the User has provided false or misleading information;
3. (c)payment authorisation fails or fraud is reasonably suspected;
4. (d)continuation of services would be unlawful, unethical, or contrary to professional standards; or
5. (e)termination is required to comply with applicable law or regulatory obligations.

Where reasonably practicable and consistent with professional obligations, the Provider shall provide notice of termination and, where appropriate, recommend that the User seek alternative medical care.

Termination shall not affect any rights, obligations, or liabilities accrued prior to termination, including payment obligations.

The following provisions shall survive termination: Fees and Payment for Telehealth Services to the extent accrued, Medical Records and Information Handling, Confidential Information, Disclaimer of Warranties, Limitation of Liability and Indemnification, No Third-Party Reliance, Assumption of Risk, Reliance on Information, Privacy and Data Protection, Governing Law and Jurisdiction, and any provisions which by their nature are intended to survive termination.

Suspension or termination of access to the Platform shall be governed separately by the Platform Contract between the User and the Platform.

Any complaints relating to Telehealth Services must be directed to the Provider.

The Provider shall handle complaints in accordance with applicable professional and regulatory obligations.

The Platform operator is not responsible for handling or resolving complaints relating to Telehealth Services.

The Provider shall not be liable for any failure or delay in performance resulting from events beyond their reasonable control, including but not limited to technical failures, telecommunications disruptions, cyber incidents, regulatory restrictions, or acts of God.

Performance shall be suspended for the duration of such event.

If such event continues for an extended period, either Party may terminate the affected services.

Neither Party may assign, transfer, delegate or otherwise dispose of their rights or obligations under this Agreement without the prior written consent of the other Party.

If any provision of this Agreement (or part of any provision) is or becomes illegal, invalid or unenforceable, the legality, validity and enforceability of the remainder of this Telehealth Contract shall not be affected.

Where any provision (or part of any provision) is or becomes illegal, invalid or unenforceable but would be legal, valid and enforceable if modified or partially deleted, such provision shall apply with the minimum modification necessary to make it lawful and enforceable.

In the event of such deletion or modification, the parties shall negotiate in good faith in order to agree the terms of a mutually acceptable alternative provision.

This Agreement constitutes the entire agreement between the Provider and the User in relation to the Telehealth Services booked and supersedes all prior discussions, correspondence, understandings or arrangements relating To the Telehealth Services.

Each party acknowledges that, in entering into this Agreement, it has not relied on any representation or statement not expressly set out in this Agreement, except that nothing in this clause shall limit or exclude any liability for fraudulent misrepresentation or any representation which cannot lawfully be excluded.

Nothing in this Agreement shall limit or exclude any liability which cannot be limited or excluded under applicable law.

This Telehealth Contract and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the laws of the Republic of Cyprus.

Each party irrevocably agrees that the courts of the Republic of Cyprus shall have exclusive jurisdiction to settle any dispute or claim arising out of, or in connection with, this Agreement, its subject matter or formation (including non-contractual disputes or claims).