Patient Membership Agreement

CALLENDOC PATIENT SERVICE AGREEMENT & TERMS OF USE

Last Updated: November 2025

This Service Agreement ("Agreement") is between CALLENDOC ("Service Provider," "we," "us," "our") and you as a patient ("Patient," "User," "you," "your").

By accessing or using Callendoc services, you agree to be bound by all terms in this Agreement. If you do not agree, do not use our services.

1. DEFINITIONS & INTERPRETATION

1.1 KEY TERMS

Service/Platform: The online telemedicine and digital healthcare platform at www.callendoc.com
Account: Your personal patient user account identified by your email address and password
Healthcare Professional/Provider: Registered doctors, dentists, psychologists, physiotherapists licensed to practice
Patient/User: An individual who has created an account for healthcare consultations
Consultation/Appointment: A video, voice, or text-based communication between you and a Healthcare Professional
Personal Data: Information about you including name, contact details, health information, payment details

2. SERVICE DESCRIPTION

2.1 WHAT IS CALLENDOC?

Callendoc is an online platform enabling you to consult with licensed Healthcare Professionals via video, voice, or text communications.

Services Include:

Patient account creation and management
Browse and book healthcare professional consultations
Secure video/voice/text consultation sessions
Prescription referrals (where permitted by law)
Secure health records storage
Appointment reminders and notifications
Billing and payment processing

2.2 IMPORTANT: ONLINE SERVICES ARE NOT REPLACEMENTS FOR IN-PERSON CARE

Online consultations are different from traditional in-person medical examinations.

Limitations of Online Consultations:

Healthcare Professionals cannot physically examine you
Physical assessment limitations may affect diagnosis accuracy
Diagnosis depends on accurate information you provide
In some cases, in-person assessment may be necessary
Online services may not be suitable for all medical conditions
Emergency situations may require immediate hospitalization

You acknowledge and accept these limitations. You are responsible for:

Providing accurate and complete health information
Seeking in-person medical care when necessary
Informing your Healthcare Professional of relevant medical history
Ensuring a private, safe environment for consultations

2.3 NOT A SUBSTITUTE FOR PROFESSIONAL ADVICE

All information provided via the Platform is for informational purposes. Information should not be:

Considered as professional medical advice
Used to diagnose medical conditions
Used to treat medical conditions without professional consultation
Relied upon as the sole basis for medical decisions

You should always consult a qualified healthcare professional for medical diagnosis, treatment, and ongoing care.

3. PATIENT ACCOUNT & ACCESS

3.1 ACCOUNT CREATION

To create an account, you must:

Be at least 18 years old
Provide accurate, complete, and current information
Have the legal authority to enter into this Agreement
Maintain and update your account information

We reserve the right to reject account applications at our discretion.

3.2 ACCOUNT SECURITY

You have one personal patient account
You are responsible for maintaining confidentiality of your password
You are responsible for all activities using your login credentials
You must report unauthorized access immediately
Sharing account access with others is prohibited

3.3 ACCOUNT TERMINATION

You may terminate your account at any time by contacting us. Upon termination:

Your access to services ends immediately
No refunds for prepaid services
Your health records remain in our secure storage per retention laws
You can download your records for 30 days after termination

4. INTELLECTUAL PROPERTY & CONTENT

4.1 CALLENDOC'S INTELLECTUAL PROPERTY

All content, design, code, functionality, trademarks on the Platform are owned by Callendoc and protected by international copyright law.

You may:

View consultations for personal use
Download and maintain copies of your health records
Use services in accordance with this Agreement

You may NOT:

Reproduce or copy Platform content
Use content for commercial purposes
Reverse engineer or decompile software
Create derivative works
Remove copyright or trademark notices

4.2 YOUR HEALTH DATA

You retain ownership of your personal health information
You grant Callendoc license to store and process your data for service delivery
You grant Callendoc license to use anonymized data for service improvement

5. LIMITATION OF LIABILITY & DISCLAIMERS

5.1 GENERAL DISCLAIMER

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE." CALLENDOC DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING FITNESS FOR A PARTICULAR PURPOSE.

Callendoc makes no representations regarding:

Accuracy of healthcare information
Suitability of consultations for your needs
Qualifications of Healthcare Professionals
Outcomes of consultations

5.2 HEALTHCARE DISCLAIMER

CALLENDOC IS NOT A HEALTHCARE PROVIDER. The Platform is a communication tool.

Callendoc does NOT:

Provide medical advice or treatment
Diagnose medical conditions
Prescribe medications
Guarantee consultation outcomes
Supervise healthcare professional advice

Healthcare Professionals are independent contractors. Callendoc is NOT responsible for:

Quality or appropriateness of care
Professional negligence
Harmful advice or treatment
Violations of professional standards

5.3 LIABILITY LIMITATIONS

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

Callendoc shall NOT be liable for:

Indirect, incidental, special, or consequential damages
Loss of data, profits, or business interruption
Errors or omissions in Platform content
Third-party actions
Service interruptions or unavailability
Damages exceeding fees paid in past 12 months

Exception: Nothing limits liability for death or personal injury caused by Callendoc's negligence.

5.4 YOUR RESPONSIBILITY

You assume all risks from:

Using the Platform
Receiving online consultations
Following (or not following) professional advice
Information provided via Platform
Technical issues or service interruptions

6. APPOINTMENT & CONSULTATION TERMS

6.1 BOOKING APPOINTMENTS

Process:

Select Healthcare Professional and time slot
Complete your pre-consultation health questionnaire
Make payment
Receive confirmation email

Technical Requirements:

Internet connection (minimum 5 Mbps recommended)
Device with camera and microphone (for video consultations)
Quiet, private environment
Valid email address and current contact information

Your Responsibilities:

Test technology before appointment
Report technical issues immediately
Arrive on time for your appointment
Have relevant medical information available
Be in a private location
Provide complete and accurate health information

6.2 CANCELLATIONS & REFUNDS

Cancellation Policy:

Free cancellation up to 24 hours before appointment
Cancellations within 24 hours: Full appointment fee retained
No-shows: Full appointment fee retained
Emergency circumstances may warrant exceptions

Refund Process:

Approved refunds processed within 5-10 business days
Refunds to original payment method
Refund requests within 14 days of appointment

Rescheduling:

Available up to 24 hours before appointment
No rescheduling fee if done within 24 hours
Subject to Healthcare Professional availability

6.3 CONSULTATION DURATION & CONDUCT

Session Duration:

Duration specified before booking
Time counted from start of connection
Technical delays extend available time
Extended consultations require additional payment

Consultation Conduct:

Professional behavior expected from both parties
Abusive or inappropriate behavior grounds for termination
Healthcare Professional may end consultation for misconduct
Serious misconduct may result in account suspension

6.4 RECORDINGS

Audio and video recording occurs where permitted by law
Recordings stored securely in your health records
Recordings not shared without your explicit consent
Recordings retained per data retention policy

7. PAYMENT TERMS

7.1 FEES & PRICING

Consultation fees displayed before booking
Fees vary by Healthcare Professional and service type
Discounts or promotional rates may apply
Fees subject to change with notice

7.2 PAYMENT METHODS

Accepted Payment:

Credit/debit cards (Visa, Mastercard, American Express)
Secure third-party payment processors
Digital wallets (Apple Pay, Google Pay)
Direct bank transfers (where available)

Payment Security:

Payments processed over encrypted connections
Card details not stored on Callendoc servers
Payment processors comply with PCI DSS standards

7.3 BILLING & INVOICING

Invoices issued for all consultations
Invoices emailed to registered address
Invoices retained in your account history
Disputed charges reported within 30 days

8. PRIVACY & SECURITY OBLIGATIONS

8.1 YOUR PRIVACY RIGHTS

Your personal and health data is handled in accordance with:

Our Privacy Policy (separate document)
UK GDPR and Data Protection Act 2018
Encrypted and secure storage
No sharing without your consent (except legally required)

8.2 DATA RETENTION

Health records retained for 10 years minimum
Transaction records retained for 7 years
Account data retained until deletion + 6 years
Backup data retained for 6 months

8.3 YOUR RESPONSIBILITIES

Maintain confidentiality of login credentials
Report suspicious activity immediately
Use strong passwords
Enable Multi-Factor Authentication where available
Log out after using shared devices

9. USER CONDUCT

9.1 PERMITTED USES

You may use the Platform only for:

Personal healthcare consultations
Obtaining medical advice from qualified professionals
Managing your health records
Communicating with healthcare professionals
Lawful purposes only

9.2 PROHIBITED CONDUCT

You agree NOT to:

Violate any applicable law
Infringe intellectual property rights
Engage in fraudulent or deceptive practices
Harass or abuse Healthcare Professionals
Attempt unauthorized access
Interfere with Platform operations
Upload malware or harmful code
Collect or scrape user data
Use Platform for commercial purposes
Impersonate others
Create multiple accounts to circumvent terms

9.3 ENFORCEMENT

Violations may result in:

Account warning or suspension
Immediate account termination
Permanent removal from Platform
Forwarding information to law enforcement
Legal action and damages recovery

10. COMPLAINTS & DISPUTE RESOLUTION

10.1 COMPLAINTS PROCESS

Step 1: Contact Healthcare Professional

Discuss concern directly if possible
Allow 7 days for response

Step 2: Contact Callendoc

Email: [email protected]
Include: Appointment date, professional name, complaint details, documentation

Step 3: Investigation

Investigation within 5 business days
Response within 20 business days
Senior staff review
Findings documented

Step 4: Resolution

Written outcome
Remedial action if appropriate
Refunds issued if justified

10.2 ESCALATION & REGULATORY BODIES

Healthcare Quality Complaints:

Care Quality Commission (CQC)
NHS England
Local health authority

Professional Conduct Complaints:

General Medical Council (GMC) - doctors
General Dental Council (GDC) - dentists
Health and Care Professions Council (HCPC)

10.3 DISPUTE RESOLUTION

Informal resolution: Good faith negotiation
Mediation: Mutually agreed
Formal: English courts have jurisdiction
Applicable law: Laws of England and Wales

11. APPLICABLE LAW & JURISDICTION

11.1 GOVERNING LAW

This Agreement is governed by the laws of England and Wales, without regard to conflict of law principles.

Applicable Laws:

Consumer Rights Act 2015
Unfair Contract Terms Act 1977
Data Protection Act 2018
UK GDPR
Professional conduct laws (GMC, GDC, HCPC)

11.2 JURISDICTION

Exclusive jurisdiction: Courts of England and Wales
Consumer protections apply
Right to small claims court available

12. SUSPENSION & TERMINATION

12.1 SUSPENSION OR TERMINATION

Grounds for Suspension/Termination:

Violation of this Agreement
Non-payment for services
Fraudulent activity
Breach of professional conduct
Legal requirement or court order

Effect of Termination:

Immediate loss of access
Health records accessible for download (30 days)
Refund of unused credits only
Archived records maintained for legal compliance
Account cannot be reactivated

13. MODIFICATIONS TO TERMS

Callendoc may modify this Agreement:

Posting updated terms on Platform
Email notification of material changes
30 days notice before changes take effect

Continued use after modifications constitutes acceptance. If you do not accept, you may terminate your account before changes take effect.

14. CONTACT INFORMATION

For questions or concerns:

Email: [email protected]
Complaints: [email protected]
Privacy: [email protected]
Legal: [email protected]

Mailing Address:
Callendoc Ltd.
London, United Kingdom

Response Time: Within 5 business days

ACKNOWLEDGMENT OF TERMS

By clicking "I Agree" or using the Platform, you:

Acknowledge reading and understanding this Agreement
Acknowledge limitations of online consultations
Acknowledge you are not receiving in-person medical care
Acknowledge your responsibility to seek appropriate medical care
Agree to be bound by all terms
Confirm you are 18 years or older
Confirm you have authority to enter into this Agreement