Hasta Hizmet Şartları

PLATFORM / COMPANY:

DOCIO HEALTH LTD, a private limited company incorporated in England and Wales (Company No. 17270960), whose registered office is at C/O Unit 4, Kinetica, 13 Ramsgate Street, London, United Kingdom, E8 2FD ("Platform", "Company", "we", "us", "our")

PATIENT / USER:

Any natural person who downloads, accesses, registers for, or uses the Platform's mobile application ("Patient", "User", "you", "your")

These Terms of Service ("Terms") govern your access to and use of the Docio Health mobile application (the "App") and all related services operated by the Platform. By creating an account or using the App, you agree to be bound by these Terms in their entirety.

1.1 These Terms constitute a legally binding agreement between you and the Platform.

1.2 By downloading, installing, registering for, or using the App, you confirm that:

a) you have read and understood these Terms;

b) you are at least 18 years of age. The App and the services offered through it are not available to, and must not be used by or on behalf of, persons under the age of 18;

c) you have the legal capacity to enter into a binding agreement; and

d) you accept these Terms in full and agree to comply with them.

1.3 If you do not agree to these Terms, you must not access or use the App.

1.4 We may update these Terms from time to time. Where changes are material, we will provide reasonable notice through the App or by email. Your continued use of the App following any such notice constitutes your acceptance of the updated Terms. If you do not accept the updated Terms, you must stop using the App and may close your account in accordance with Article 11.

1.5 These Terms should be read alongside our Privacy Policy, which sets out how we collect, use, and protect your personal data, including health and location data.

1.6 Definitions In these Terms: "Physician" means an independent medical practitioner registered on the Platform as an independent contractor; "Treatment Proposal" means a proposal submitted by a Physician through the App in response to your appointment request, setting out the proposed Medical Services, as described in Article 4.3; "Booking" means a confirmed appointment between you and a Physician arising from your acceptance of a Treatment Proposal in accordance with Article 4.4; "Medical Services" means the on-demand medical services provided to you by a Physician pursuant to a Booking; "Location Data" means data identifying the location of your device or the service location you specify, processed for the purposes of your appointment request and service delivery; "Service Fee" has the meaning given in Article 5.1; "No-Show" means any situation in which you decline to receive the service after the Physician has arrived at your location, or in which you fail to attend or to provide the Physician with access at the confirmed service location.

2.1 The Platform is a technology intermediary, not a healthcare provider The Platform operates a digital matching platform that connects patients seeking on-demand medical services with independent, self-employed healthcare professionals ("Physicians"). The Platform does not provide, direct, supervise, or control the delivery of any medical, clinical, or healthcare service.

2.2 The Platform does not employ Physicians All Physicians who register on the Platform are independent contractors. They are not agents, employees, or representatives of the Platform. The Platform has no employer-employee relationship, agency relationship, or partnership with any Physician.

2.3 Medical services are provided solely by Physicians Any consultation, diagnosis, treatment, prescription, advice, or procedure is performed exclusively by the Physician attending to you. The Platform plays no part in and accepts no responsibility for any clinical decision, medical judgment, or course of treatment.

2.4 The Platform is not responsible for the acts or omissions of Physicians Subject always to Article 7.5, and without limiting the generality of Article 7, the Platform accepts no liability for:

a) any diagnosis, misdiagnosis, treatment, or failure to treat by a Physician;

b) any prescription, medication, or medical product administered or recommended by a Physician;

c) any clinical error, negligence, or malpractice by a Physician;

d) the qualifications, registration, licences, or professional standing of any Physician;

e) any physical, psychological, or financial harm arising from a Physician's services.

2.5 The Platform takes reasonable endeavours to verify that Physicians hold appropriate professional registration during the initial onboarding process and periodically thereafter. Such verification does not constitute a representation, warranty, or guarantee as to the currency, accuracy, or continued sufficiency of any Physician's credentials at any given time. The Physician is solely responsible for maintaining all required licences, registrations, and insurance at all times.

2.6 By using the App, you acknowledge and accept that the Platform's role is limited to facilitating the connection between you and Physicians and processing associated payments. You accept the inherent risks of receiving medical services from independent practitioners.

2.7 Physician's prescribing authority and local registration The Physician's authority to prescribe medication, administer treatments, and provide medical care is governed by the local laws and regulations of the territory in which the service is physically provided. This may differ from the laws of your home country or the country in which you purchased your travel insurance. You acknowledge that it is your responsibility to verify, where relevant, whether a prescription or treatment received through the App is recognised or covered in your home jurisdiction. The Platform makes no representation regarding the recognition of any Physician's credentials outside the territory of service.

3.1 To use the App, you must create an account by providing accurate, current, and complete registration information, including your full name, contact details, and payment information. You agree to keep this information up to date at all times.

3.2 You must not create an account on behalf of another person without their express consent.

3.3 You are responsible for maintaining the confidentiality of your account credentials. You must not share your login details with any third party. You are liable for all activity that occurs under your account.

3.4 You must notify us immediately at support@dociohealth.com if you suspect any unauthorised access to or use of your account.

3.5 We reserve the right to refuse registration or to suspend or terminate accounts at our discretion, including where we reasonably believe the information provided is false, misleading, or in breach of these Terms.

3.6 Where your account is used to book services for another individual (for example, a family member), you warrant that you have obtained that individual's consent to the processing of their personal data as described in Article 8, and you accept responsibility for their compliance with these Terms.

4.1 Step 1 - Request Once registered and logged in, you may use the App to submit an appointment request. Your request must specify your preferred service location and your symptoms or the reason for your request. The App uses this information, together with your device location, to identify Physicians who are able to attend to you.

4.2 Step 2 - Notification Physicians located near your preferred service location are notified of your request through the App. A Physician may choose to respond to your request at their sole discretion.

4.3 Step 3 - Treatment Proposal A Physician who wishes to respond to your request prepares and submits a Treatment Proposal through the App, setting out the Physician's proposed course of Medical Services and the applicable Service Fee. More than one Physician may submit a Treatment Proposal in response to the same request. A Treatment Proposal reflects the Physician's preliminary clinical assessment based on the information you have provided and remains subject to change once the Physician has attended to you in person and conducted a full assessment, as described in Article 4.5.

4.4 Step 4 - Acceptance You may review any Treatment Proposal(s) submitted in response to your request, including the identity and listed specialism of the proposing Physician(s) and the applicable Service Fee(s), and you may accept or decline any such Treatment Proposal at your sole discretion. Where more than one Treatment Proposal is submitted, you may choose which, if any, to accept. A Booking is formed when you accept a Treatment Proposal. Upon your acceptance, a pre-authorisation hold is placed on your payment card as described in Article 5.2, and the Physician proceeds to travel to your specified service location. You retain the right to decline the Physician before they arrive at your location, as described in Article 6.

4.5 Step 5 - Service The Physician travels to your location and provides the medical services. During the consultation, the Treatment Proposal may be revised as the Physician's clinical assessment develops; if the Physician determines that additional or different procedures or treatments are required, they will record this through the App. Your card authorisation may be extended to cover any such additional services as described in Article 5.4. The Physician retains absolute clinical autonomy in determining the scope and method of the Medical Services. The App's recording function for additional procedures is an administrative and payment-security mechanism; it does not constitute clinical guidance from the Platform.

4.6 Step 6 - Payment Upon conclusion of the service, the pre-authorised amount (as adjusted for any additional services) is captured and processed as described in Article 5.

4.7 The Platform does not guarantee that any Physician will respond to your request, nor the availability of any Physician at any given time or location. Response times and Physician availability may vary. The App is provided on an "as available" basis.

5.1 Service Fee The fee for the Physician's services (the "Service Fee") will be displayed in the App before you confirm your request. The Service Fee is set by the Physician, subject to minimum pricing and formatting rules established by the Platform, and is inclusive of the Platform's commission. Service Fees may vary depending on, among other things, the time of day, the location of the service, and Physician availability; the amount displayed in the App at the time you confirm your request is the binding amount. All fees are quoted in euros (EUR) and are inclusive of any applicable taxes (including VAT or GST) as required by the law of the territory in which the service is provided, unless stated otherwise. The Platform's standard commission applies to cancellation fees (including No-Show fees) in the same manner as it applies to completed Bookings; the amounts displayed in the App as cancellation fees represent the gross amounts charged to you, of which the Physician receives the net amount after deduction of the applicable commission.

5.2 Pre-Authorisation (Card Hold) Upon your acceptance of a Treatment Proposal under Article 4.4, the Platform will place a pre-authorisation hold on your registered payment card for the amount of the applicable Service Fee. This hold is not an immediate charge; it reserves funds on your card pending completion of the service. Your card issuer may temporarily reduce your available balance by the pre-authorised amount.

5.3 Payment Processing All payments are processed through Stripe, Inc. ("Stripe"), or a similar third-party payment processor ("TPPP"). By providing your payment details, you agree to third-party payment processor's terms and conditions. The Platform does not store your full payment card details. Your payment information is handled by TPPP in accordance with applicable payment industry standards.

5.4 Additional Services If the Physician records additional procedures or treatments through the App during the consultation, the pre-authorisation hold will be extended or a separate authorisation will be requested to cover the additional charges. The pre-authorised hold may be extended and the additional amount may be charged without an explicit in-app confirmation.

5.5 Capture The pre-authorised amount (and any approved additional amounts) will be captured from your payment card upon conclusion of the service. The full amount captured is initially collected by the Platform. The Physician's share of the amount, net of the Platform's commission, is remitted to the Physician periodically, in accordance with the Platform's standard payment schedule for Physicians.

5.6 Cancellation and Refunds

a) Cancellation before acceptance of a Treatment Proposal: You may cancel your request, or decline any Treatment Proposal submitted to you, at any time before you accept a Treatment Proposal, at no charge.

b) Cancellation after acceptance of a Treatment Proposal but before Physician's arrival: You may decline or cancel a confirmed Booking at any time before the Physician arrives at your location. The cancellation is free of charge if made before the Physician sets off to your location or within five (5) minutes thereafter. If you cancel more than five (5) minutes after the Physician has set off to your location, a cancellation fee of EUR 20 may apply to cover the Physician's travel preparation and lost availability. The Platform may amend the amount of the cancellation fee on not less than fifteen (15) days' prior written notice given through the App or by email; the revised fee shall apply only to Bookings accepted after the revised amount takes effect. You will be notified through the App when the Physician sets off to your location; in the event of any dispute as to the timing of departure or cancellation, the times recorded in the Platform's systems shall be decisive. Any pre-authorised hold on your card will be released (less any applicable cancellation fee) within the timeframe determined by your card issuer.

c) Cancellation upon Physician's arrival: If you exercise your right to decline the service after the Physician has arrived at your location (see Article 6.2), the cancellation policy set out in Article 6.3 will apply.

d) Refund requests following service If you wish to request a refund following the completion of a service, you must submit your request to the Platform at support@dociohealth.com within seven (7) days of the service date. The Platform's sole obligation in respect of such requests is to act as a communication channel and to forward your request to the relevant Physician. The Platform assumes no responsibility for evaluating, approving, or processing any refund. As the medical service contract is strictly between you and the Physician, any entitlement to a refund is a matter to be resolved directly between you and the Physician. The Platform is under no obligation to procure, fund, or guarantee any refund on behalf of the Physician. Notwithstanding the foregoing, billing errors attributable to the Platform (such as duplicate charges or amounts captured in excess of the amount you confirmed) will be refunded by the Platform.

e) Cancellation or non-attendance by the Physician If the Physician cancels a confirmed Booking or fails to attend at the confirmed service location, you will be offered, where possible, the opportunity to accept a Treatment Proposal from another available Physician. If you do not wish to proceed with another Physician, the pre-authorised hold on your card will be released in full and no fee will be charged.

5.7 Pre-authorisation holds that are not captured (for example, following a pre-arrival cancellation) will be released in accordance with your card issuer's policies. The Platform is not responsible for any delay in release caused by your card issuer.

5.8 Platform as payment collection agent The Platform collects the Service Fee from you as a limited payment collection agent acting on behalf of the Physician. The Platform is not the seller of the Medical Services. The medical service contract is formed directly between you and the Physician. The Platform's receipt of the Service Fee does not make the Platform a party to the medical service relationship or alter its status as an intermediary.

5.9 Completion of service For the purposes of payment capture under Article 5.5, the service shall be deemed concluded upon the Physician recording completion in the App. You will be notified in the App when the Physician records completion. If you dispute that the service was completed as recorded, you may notify the Platform within 24 hours of that notification; in that case the disputed amount will be handled in accordance with Article 5.6(d) and may be withheld from the Physician pending resolution.

6.1 General right to decline The Platform expressly recognises your right to decline or withdraw from a service request at any stage of the process. You are never obligated to receive medical treatment from a Physician you have not consented to.

6.2 Stages at which you may decline:

a) Before you accept a Treatment Proposal: You may cancel the request, or decline any Treatment Proposal submitted to you, at any time, free of charge.

b) After you accept a Treatment Proposal but before the Physician arrives at your location: You may decline the Physician and cancel the Booking through the App. A cancellation fee may apply as described in Article 5.6(b).

c) When the Physician arrives at your location: You retain the right to refuse to receive the service upon the Physician's arrival. In this circumstance, the cancellation policy set out below in Article 6.3 will apply.

6.3 Late cancellation policy Where you decline to receive the service after the Physician has arrived at your location, or you fail to attend or to provide the Physician with access at the confirmed service location (a "no-show"):

a) a cancellation fee of EUR 100 will be charged to your pre-authorised card to compensate the Physician for their time and travel, of which the Physician receives the net amount after deduction of the Platform's commission, in accordance with Article 5.1; and

b) the remainder of the pre-authorised Service Fee will be released.

The cancellation fee will not exceed the full Service Fee. The Platform may amend the amount of the No-Show cancellation fee on not less than fifteen (15) days' prior written notice given through the App or by email; the revised fee shall apply only to Bookings accepted after the revised amount takes effect.

6.4 No penalty for declining The Platform does not penalise Users for exercising the right to decline (save for the cancellation fees described above, which compensate Physicians for costs incurred).

6.5 Medical emergencies Nothing in these Terms is intended to delay or discourage you from seeking emergency medical assistance. If you are in a life-threatening situation, call emergency services (112 or the applicable local emergency number) immediately; do not rely on the App.

7.1 Nature of the Platform The App is a technology marketplace. It does not constitute the practice of medicine, the provision of medical advice, or the delivery of healthcare services. Content available through the App is for informational purposes only and does not replace professional medical consultation.

7.2 Disclaimer of medical liability Subject always to Article 7.5, and to the fullest extent permitted by applicable law, the Platform disclaims all liability in connection with:

a) any act, omission, error, negligence, or misconduct of any Physician;

b) the accuracy, completeness, or appropriateness of any diagnosis, treatment, prescription, or recommendation made by a Physician;

c) any medication, device, or medical material administered, supplied, or recommended by a Physician;

d) any adverse reaction, complication, injury, illness, or death arising from a Physician's services;

e) any failure by a Physician to hold valid professional registration, insurance, or licences;

f) any delay, cancellation, or non-attendance by a Physician;

g) any loss, damage, or harm resulting from your reliance on information provided through the App, save to the extent such loss results from the Platform's wilful misconduct or fraud.

7.3 Limitation of liability - indirect and consequential losses To the fullest extent permitted by law, the Platform will not be liable for any:

a) loss of profits, revenue, business, or contracts;

b) loss of anticipated savings;

c) loss or corruption of data;

d) loss of goodwill or reputation;

e) indirect, special, or consequential loss or damage;

whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise, even if the Platform has been advised of the possibility of such losses.

7.4 Cap on liability Subject to Article 7.5, the Platform's total aggregate liability to you under or in connection with these Terms (whether in contract, tort, or otherwise) shall not exceed the total Service Fees paid by you to the Platform in the 12 months preceding the event giving rise to the claim.

7.5 Exclusions from limitation Nothing in these Terms limits or excludes the Platform's liability for:

a) death or personal injury caused by the Platform's own negligence;

b) fraud or fraudulent misrepresentation by the Platform;

c) any other liability that cannot be excluded or limited by English law, including any rights you may have under the Consumer Rights Act 2015.

7.6 Assumption of risk By using the App to obtain medical services from independent Physicians, you acknowledge the inherent risks associated with receiving medical care and voluntarily assume those risks insofar as they arise from the acts or omissions of the Physician rather than from the Platform's own negligence.

7.7 You are responsible for providing Physicians with accurate and complete information about your medical history, current medications, allergies, and any other matters relevant to your health. The Platform accepts no liability for any harm arising from your failure to do so.

8.1 Data Controllers The Platform is the data controller of your Account Data (as defined below). Clinical Data (as defined below) is generated by the Physician attending to you and is processed by the Platform as described in Article 8.2(b) and Article 8.3.

8.2 Categories of personal data In connection with your use of the App, we and your Physician process the following categories of data:

a) Account Data (controlled by the Platform): identity and contact data (name, email address, telephone number, date of birth, gender, profile photo); tokenised payment data (processed and stored by TPPP); device location data; platform usage data (bookings, ratings, service history at category level).

b) Clinical Data: all health and clinical information generated during the consultation, including presenting symptoms, diagnoses, treatments, prescriptions, and the medical report completed by the Physician within the App. Identifiable Clinical Data is recorded and stored by the Platform for the purposes of operating the App, including making your medical report available to you, generating transaction records, and handling disputes and refund requests. Separately, the Platform uses Clinical Data in anonymised form (that is, form from which you can no longer be identified) for training its systems and for monitoring how Physicians apply pricing on the Platform. If a Physician retains a separate copy of your Clinical Data outside the App at their own discretion, the Platform has no control over, and accepts no liability for, any such Physician-held copy.

8.3 Access to Your Clinical Data Your medical report and related Clinical Data are made available to you through the App following your Booking. If you require further information about your consultation, diagnosis, or treatment, you may also contact the attending Physician directly. The Platform is not responsible for the clinical accuracy of any content recorded by a Physician, nor for any separate copy of your Clinical Data that a Physician may hold outside the App.

8.4 Special Category Data - Explicit Consent In respect of Account Data and Location Data processed by the Platform: where such processing involves health-related information constituting a special category of health data under applicable data protection law (for example, the nature of the medical service requested), it is our policy to process such data on the basis of your explicit consent, which you will be asked to provide during onboarding and registration. You may withdraw this consent at any time by contacting us at support@dociohealth.com, but withdrawal of consent may prevent you from using the core service functions of the App. Any explicit consent required for the processing of Clinical Data (as defined in Article 8.2(b)) is the sole responsibility of the Physician.

8.5 Location data Your device location is collected for the purpose of identifying available Physicians near you and routing service requests. Location data is processed only when the App is in active use (foreground). We do not track your location in the background without your separate, specific consent. You may disable location access through your device settings, but this will prevent core App functionality.

8.6 Legal bases for processing

a) Health and location data: explicit consent, as required under applicable data protection law;

b) Contract performance: processing necessary to facilitate the service you request;

c) Legitimate interests: fraud prevention, platform security, and service improvement, where such interests are not overridden by your rights;

d) Legal obligation: compliance with applicable laws and regulations.

8.7 Data retention We retain your personal data, including identifiable Clinical Data recorded by the Platform under Article 8.2(b), for as long as your account is active and for a period of six (6) years thereafter, or as required by applicable law, whichever is longer. Transaction records (including service category, date, time, and fee data) relating to completed Bookings may be retained in anonymised form for accounting, audit, and dispute resolution purposes; such records will be anonymised so that you can no longer be identified from them, and for as long as any such record remains capable of identifying you it will continue to be handled in accordance with this Article 8. Any separate copy of Clinical Data that a Physician retains outside the App at their own discretion is subject to the Physician's own data retention obligations under applicable professional and regulatory rules, over which the Platform has no control.

8.8 Data sharing We share your personal data with:

a) Physicians: Account Data reasonably necessary to attend to you, which may include your full name, confirmed service location, gender, photo, and age, for the purposes of identifying you at the confirmed service location and assisting the Physician's clinical assessment. The Platform does not share your payment details or contact information with Physicians without your consent, except as required by law.

b) TPPP: payment card data for payment processing;

c) Service providers: cloud hosting, analytics, and customer support providers acting as data processors under our instruction;

d) Regulatory and law enforcement authorities: where required by law.

We do not sell your personal data to third parties.

8.9 International transfers Where your data is transferred outside the United Kingdom, our approach is to put appropriate safeguards in place in line with applicable data protection law.

8.10 Your rights You have the right to:

a) access your personal data;

b) rectify inaccurate personal data;

c) erasure of your personal data ("right to be forgotten"), subject to our legal obligations;

d) restrict or object to processing;

e) data portability;

f) withdraw consent at any time (without affecting the lawfulness of prior processing);

g) lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk;

h) in respect of Clinical Data, your medical report is available to you through the App as described in Article 8.3; you may also contact the attending Physician directly.

8.11 To exercise any of the above rights, contact the Platform at support@dociohealth.com.

8.12 Full details of our data processing activities are set out in our Privacy Policy, which is incorporated into these Terms by reference.

9.1 The App, its content, design, software, source code, trade marks, service marks, logos, and all other intellectual property rights are owned by the Platform or its licensors.

9.2 Subject to your compliance with these Terms, the Platform grants you a limited, personal, non-exclusive, non-transferable, revocable licence to access and use the App for the sole purpose of obtaining on-demand medical matching services for your personal, non-commercial use.

9.3 You must not:

a) copy, reproduce, republish, upload, post, or distribute any content from the App without our prior written consent;

b) modify, adapt, translate, reverse-engineer, decompile, or disassemble the App or any part of it;

c) use any automated tools (bots, scrapers, crawlers) to extract data from the App;

d) remove or alter any copyright or proprietary notices from the App.

9.4 By submitting any content through the App (including ratings, reviews, or other non-personal, anonymised content), you grant the Platform a worldwide, royalty-free, sublicensable licence to use that content for the purposes of operating, improving, and promoting the Platform, subject always to our obligations under Article 8.

9.5 Ratings and reviews Ratings and reviews must reflect your genuine experience of the relevant Booking. The Platform may, at its sole discretion, moderate, refuse to publish, or remove any rating or review, including content that is unlawful, defamatory, offensive, discriminatory, misleading, unrelated to the service experience, or that contains personal data of any third party. To the extent a review contains personal data relating to a Physician, it is processed in accordance with Article 8.

10.1 You must not use the App for any purpose that is unlawful, harmful, or prohibited by these Terms. In particular, you must not:

a) provide false, inaccurate, or misleading information during registration or when requesting a service;

b) use the App to request services on behalf of another person without their knowledge and consent;

c) harass, abuse, threaten, intimidate, or harm any Physician or other user of the Platform;

d) use the App for any commercial purpose (including resale, brokerage, or referral schemes) without the Platform's prior written consent;

e) attempt to circumvent the Platform by contacting Physicians directly outside the App following an introduction made through the Platform, for a period of 12 months following such introduction;

f) post or transmit any content that is defamatory, obscene, offensive, discriminatory, or otherwise objectionable;

g) use the App in a manner that could damage, disable, overburden, or impair the Platform or its infrastructure;

h) attempt to gain unauthorised access to any account, system, or data;

i) violate any applicable law or regulation, including those relating to healthcare, data protection, or anti-money laundering.

10.2 Any breach of Article 10.1 may result in immediate suspension or termination of your account under Article 11, and the Platform reserves the right to report such conduct to relevant law enforcement or regulatory authorities. Suspension or termination of your account is without prejudice to any other right or remedy available to the Platform under these Terms or at law; nothing in these Terms constitutes a waiver of any of the Platform's legal rights.

11.1 Termination by you You may close your account at any time by contacting us at support@dociohealth.com or through the account settings in the App. Termination does not affect any outstanding obligations or bookings.

11.2 Suspension or termination by the Platform We may suspend or permanently terminate your account, with or without notice, if:

a) you breach any provision of these Terms;

b) we reasonably suspect fraudulent, abusive, or unlawful activity on your account;

c) we are required to do so by law or a competent authority;

d) you provide false or misleading information during registration or otherwise;

e) your account has been inactive for a period of 24 months and we have provided you with prior notice.

11.3 Where we suspend or terminate your account under Article 11.2(a) or (b), we will notify you in writing as soon as practicable, unless notification is prohibited by law or would prejudice an investigation.

11.4 Effect of termination Upon termination of your account:

a) your licence to use the App ceases immediately;

b) any pending service requests will be cancelled;

c) accrued payment obligations arising before termination remain due;

d) Articles 2, 7, 8, 9, 12, 13, 14, and 15 survive termination and remain in full force.

11.5 We may discontinue or modify the App or any part of it at any time. We will provide reasonable notice of any material discontinuation where practicable.

12.1 These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

12.2 Subject to Article 12.3, the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter.

12.3 Nothing in Article 12.2 limits your right to bring proceedings in the courts of the jurisdiction in which you are habitually resident, to the extent that such right is conferred by mandatory applicable consumer protection law.

13.1 Entire agreement These Terms, together with our Privacy Policy and any other documents expressly incorporated by reference, constitute the entire agreement between you and the Platform with respect to the subject matter hereof and supersede all prior agreements, representations, and understandings.

13.2 Severability If any provision of these Terms is found by a court of competent jurisdiction to be invalid, unlawful, or unenforceable, that provision shall be severed from the remaining Terms, which shall continue in full force and effect.

13.3 No waiver The Platform's failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

13.4 Assignment You may not assign or transfer your rights or obligations under these Terms without our prior written consent. The Platform may assign its rights and obligations to any affiliate, successor, or acquirer without restriction.

13.5 Force majeure The Platform shall not be liable for any delay or failure in performance to the extent caused by circumstances beyond its reasonable control, including but not limited to acts of God, pandemic, government action, or telecommunications failure. This clause does not apply to payment obligations.

13.6 Third-party rights These Terms are not intended to confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999, except that a successor or assignee of the Platform may enforce the Terms.

13.7 Language These Terms are drafted in English. In the event of any conflict between an English version and any translated version, the English version shall prevail.

13.8 Notices Any formal notices to the Platform under these Terms must be sent by email to support@dociohealth.com or via the App's support ticket function. Notices from the Platform to you will be sent to the email address registered on your account.

13.9 Consumer rights If you are a consumer (as defined under the Consumer Rights Act 2015), nothing in these Terms affects your statutory rights. To the extent that any provision of these Terms is inconsistent with your statutory rights, your statutory rights shall prevail.

14.1 The Platform's Privacy Policy, which is incorporated into these Terms by reference, sets out in full detail how the Platform collects, uses, stores, and shares your personal data, including Account Data and Location Data, in connection with your use of the App.

14.2 The Privacy Policy is available at https://dociohealth.com/privacy-policy and forms part of the agreement between you and the Platform. By accepting these Terms, you confirm that you have read and understood the Privacy Policy. In the event of any conflict between the Privacy Policy and these Terms in respect of data protection matters, the Privacy Policy shall prevail.

14.3 The Platform may update the Privacy Policy from time to time. Material changes will be notified to you in accordance with Article 1.4.

15.1 Medical complaints If you have a complaint relating to the Medical Services provided by a Physician, you must direct your complaint to the Physician in the first instance, as the Physician is solely responsible for the clinical services rendered. The Platform does not investigate, adjudicate, or resolve medical complaints.

15.2 Platform complaints If you have a complaint relating to the Platform's own services (such as a technical failure of the App or a payment processing error attributable to the Platform), you may submit your complaint to the Platform at support@dociohealth.com. The Platform will endeavour to deal with your complaint within a reasonable time.

15.3 Pass-through for medical complaints Where a medical complaint is submitted to the Platform in error, the Platform's sole obligation is to forward the complaint to the relevant Physician's registered contact details. The Platform assumes no responsibility for the investigation, handling, or outcome of any such complaint.

15.4 Regulatory escalation Nothing in this Article prevents you from escalating a complaint to the relevant medical regulatory authority in the territory where the service was provided, or to the Information Commissioner's Office (ICO) in respect of data protection matters.

Registered in England and Wales

Company No. 17270960

Registered Office: C/O Unit 4, Kinetica, 13 Ramsgate Street, London, United Kingdom, E8 2FD

Contact: info@dociohealth.com