Terms of use

Last updated: 2 June 2026 Effective from: 2 June 2026

Medical disclaimer

Oladoctor (operated by Anvy Limited) is an information society service provider operating an online marketplace connecting patients with independent healthcare professionals (“Doctors”). Oladoctor is not a healthcare provider, clinic or medical institution. Oladoctor does not provide medical care, medical advice, diagnosis or treatment. Any clinical services are provided solely by Doctors, acting as independent professionals responsible for their clinical decisions.

Content on the Platform (including articles, FAQs and automated reminders) is for general information only and not a substitute for professional medical advice. Use of the Platform does not create a doctor–patient relationship with Oladoctor; any doctor–patient relationship arises only between you and the Doctor you consult.

Do not use the Services in an emergency. Call 112 or your local emergency number. In Spain, for emotional crisis or suicide support, call 024 (Línea de Atención a la Conducta Suicida).

1. Introduction and acceptance

1.1 Who we are.

Oladoctor is operated by Anvy Limited (Reg. No. HE 397585), a company incorporated in Cyprus, with registered office at 4 Diagorou Street, Kermia Building, Office 104, 1097 Nicosia, Cyprus (“Oladoctor”, “we”, “us”, “our”, “Platform”). We are an information society service provider that operates an online marketplace connecting patients with independent healthcare professionals (“Doctors”). We are not a healthcare provider, clinic or medical institution. We do not provide medical care or medical advice. All clinical services are provided by Doctors acting as independent professionals. Do not use the Services in an emergency; call 112 or your local emergency number.

1.2 Scope.

These Terms apply to all users of the Platform. Clauses expressly addressed to patients (e.g., Bookings, Payments, Cancellations & refunds) apply only when you use the Services as a patient. When you use the Services as a Doctor, your clinical and commercial relationship with patients is governed by the Provider Agreement; in case of conflict, the Provider Agreement prevails.

1.3 Eligibility and territory.

The Services are intended solely for users who are eighteen (18) years of age or older. By accessing or using the Platform, you warrant and represent that you are at least 18 years of age. Oladoctor does not provide services to minors, and any terminology or references to users under 18 (including 16-year-olds) are explicitly excluded from the Platform’s operational scope. If we discover that an account has been created by a minor, it will be terminated immediately.

Browsing is global, but booking and related features are available only in eligible locations shown during booking and updated from time to time. We may restrict features based on your location. You must not misrepresent your location or circumvent territorial controls (e.g., via VPN).

1.4 Acceptance.

By creating an account, booking, or otherwise using the Services, you agree to these Terms and to our Privacy Policy. Where a checkbox or similar control is presented, you must actively accept. Doctors must also accept the Provider Agreement.

1.5 Updates.

We may update these Terms to reflect operational, legal or regulatory changes. Material changes may be notified within the Service (e.g., banner or in-product notice). Updated Terms take effect when posted. If you do not agree, stop using the Services and request account deletion. We will update the “Last updated” date at the top. Continued use after the effective date constitutes acceptance of the updated Terms.

1.6 Relationship with Doctors.

Your contract for clinical services is with the Doctor you select or who is assigned to your case (where applicable). Oladoctor provides the platform and support functions only and is not a party to the clinical relationship between you and the Doctor.

1.7 Local compliance.

Clinical services are subject to the laws of your location and the Doctor’s right to practise. Prescriptions and medical documents may be issued only at the Doctor’s discretion and subject to local rules.

1.8 Definitions.

“Doctor(s)”: independent healthcare professionals using the Platform. “User”, “you”: a visitor or registered patient using the Services. “Booking”: a request/appointment made via the Platform. “Eligible Locations”: locations where booking features are available, as shown during booking and updated from time to time. “Provider Agreement”: separate terms that apply to Doctors. “Privacy Policy”: our privacy notice available on the Platform. “Clinical Services”: medical advice, diagnosis, treatment and any clinical acts provided by Doctors (not by Oladoctor).

2. Accounts and access

2.1 Patient sign-in.

Patients sign in via one-time code to email or Google Sign-In; no patient passwords are stored. Optional two-factor authentication (TOTP) may be enabled in your account.

2.2 Doctor sign-in.

Doctors create credentials with a password and must use multi-factor authentication (MFA).

2.3 Account rules.

Accounts are personal. Sharing, resale, or creating multiple accounts to circumvent rules is prohibited. You must keep your access secure and notify us without undue delay of any suspected compromise. Accounts created by users under 18 will be terminated immediately upon discovery (see §1.3).

2.4 Verification.

Where reasonably necessary (e.g., fraud risk, age verification or legal/territorial compliance), we may request limited verification of identity, age or location (e.g., re-authentication, one-time code or proportionate document check), as permitted by law and described in our Privacy Policy. Failure to complete verification may result in suspension or limited access.

2.5 Suspension/termination.

We may suspend, restrict, or close an account and/or limit features where we reasonably believe there is a breach of these Terms, fraud/abuse, circumvention of territorial controls (e.g., VPN misrepresentation), discovery of a minor account holder, or where required by law or a competent authority. Any suspension or closure will be applied to the extent permitted by applicable law.

2.6 No-show and abuse.

Repeated misuse of booking features, including two consecutive no-shows, may lead to temporary or permanent booking restrictions. Consequences for Doctors are governed by the Provider Agreement.

2.7 Inactivity.

We may deactivate accounts after 24 months of inactivity, after reasonable notice.

2.8 Deletion.

You may request account deletion via [email protected]. If you have scheduled or in-progress bookings, cancellation and refund outcomes are governed by Section 5. Deletion does not affect records that Doctors or third parties (e.g., Stripe) keep under their own legal obligations. Our handling of personal data is described in the Privacy Policy.

2.9 Operational communications.

You agree to receive operational messages (e.g., booking confirmations, reminders, incident notices). Marketing communications are sent only if you opt in and can be withdrawn at any time.

2.10 Notices.

Unless mandatory law requires otherwise, notices may be delivered electronically within the Platform or to the email linked to your account and are deemed received when delivered to your account email or shown within the Platform.

3. Bookings and services

3.1 Pre-booking access.

Without an account you may browse Doctor profiles and view indicative availability. Availability is not a guarantee of service.

3.2 Products and doctor selection.

(a) Online consultation / Follow-up consultation: you select the Doctor. (b) Express consultation / Express prescriptions / Medical certificates (questionnaire-based): a local Doctor may be assigned to your case in line with applicable rules.

3.3 Questionnaire-based services.

For products delivered on the basis of a medical questionnaire, the Doctor may (i) issue the requested document(s), (ii) request a video consultation, or (iii) decline where clinically or legally required. Issuance is not guaranteed.

3.4 Booking flow.

(i) You select/are assigned a Doctor; (ii) complete the questionnaire and upload files; (iii) for services involving prescription renewals, you complete a mandatory restrictions screen confirming the substances that cannot lawfully be prescribed via that flow (see §5.6); (iv) pay via Stripe; (v) receive booking confirmation.

3.5 Confirmation and timing.

Your booking is confirmed immediately after payment.

3.6 Service completion.

— A live consultation is deemed delivered when the scheduled session occurs. — A questionnaire-based service is deemed delivered when the Doctor issues the applicable document(s) or provides a clinical response. If the Doctor declines for clinical or legal reasons, a full refund applies (see Section 5).

3.7 Consultation channel.

Consultations are conducted via our video provider (Google Meet). Oladoctor does not record audio/video. If a Doctor records, this is under the Doctor’s policy and applicable law. Do not record without the Doctor’s consent and legal permission.

3.7A Video format requirements.

For certain services and medications, the Doctor will conduct the consultation by video with camera enabled, in particular: (a) ADHD assessment and treatment; (b) initial prescription of high-control psychotropic medications; and (c) psychiatric consultations as a clinical standard. These format requirements reflect clinical and statutory expectations applicable to the Doctor; the Doctor retains sole discretion over the consultation and may decline to issue any document where the format does not meet the clinical standard.

3.8 Document exchange.

You may submit questionnaires and files; the Doctor may provide documents back to you. We host/relay such clinical materials on the Doctor’s behalf and on the Doctor’s instructions. Documents are made available in your account and/or sent to your account email. Except for operational notices from Oladoctor support, clinical materials should be exchanged only via the Platform.

3.9 Your information and suitability.

You must provide complete and accurate information and keep it up to date. Where, in the Doctor’s professional judgment, your request cannot be lawfully or safely fulfilled, the Doctor may decline; in that case a full refund applies (Section 5).

3.10 No guarantee of outcome.

Clinical outcomes – including whether a prescription or certificate is issued – are at the Doctor’s discretion and subject to local law and clinical standards.

3.11 Language.

Consultations are provided in the languages shown on the Doctor’s profile. Translation is not guaranteed.

3.12 Minors.

Accounts are for adults (18+). The Platform does not provide services to minors (see §1.3).

3.13 Reassignment and unavailability.

For product types requiring a local Doctor (Section 3.2(b)), assignment may occur without prior selection by you. Otherwise, the consulting Doctor is generally not changed after payment. If a Doctor cancels or is unavailable, we will first offer rescheduling; if not acceptable, a full refund applies (Section 5).

3.14 Force majeure.

If connectivity or other force-majeure prevents the session, the parties will first attempt to reschedule; otherwise a full refund applies (Section 5).

3.15 Operational notices.

We send operational notices (e.g., booking confirmation, meeting link, reminders) to your account email and/or within the Platform.

3.16 Data protection and roles.

Clinical content is controlled by the Doctor as an independent controller; Oladoctor may host/relay such content as processor. Oladoctor is controller for accounts and platform operations. See the Privacy Policy.

4. Payments

4.1 Processor and flow.

Payments are processed by Stripe (Stripe Connect). You pay directly to the Doctor (the Doctor’s Connected Account); the Oladoctor service fee is charged through the same payment in the same transaction. Card payments are supported; Apple Pay / Google Pay may be offered where available via Stripe.

By paying you authorise Stripe to charge your selected method subject to Stripe’s terms. We do not store full card numbers or security codes.

No escrow or agency. Oladoctor is not an escrow, merchant of record or payment agent for Doctors. We provide the Platform and payment initiation via Stripe; the payee is the Doctor.

4.2 Fee structure and currency.

The total price you see at checkout consists of: (a) the Doctor’s fee for the service, set by the Doctor; and (b) the Oladoctor service fee (a platform fee), set by Oladoctor. Both components are displayed before payment.

Prices are set and charged in the currency shown at the time of booking (e.g., EUR, PLN), depending on the configuration of the local site and the Doctor’s settings. Where we display an additional local currency for convenience, such amounts are indicative only and based on third-party exchange rates; the actual charge is made in the settlement currency.

Your bank or payment provider may apply currency-conversion or other fees. We are not responsible for any exchange-rate differences, issuer fees or international transaction charges. Refunds are processed in the settlement currency; any FX differences remain at your expense.

4.3 When payment is taken; held slots.

Payment is taken only after successful authorisation/3-D Secure (SCA) where required. While you are on the payment screen, the slot may be temporarily held (approx. 10–15 minutes) and is released if payment is not completed.

4.4 Invoices / receipts.

Oladoctor does not issue invoices to patients for clinical services. Fiscal invoices/receipts (where applicable) are issued by the Doctor and/or Stripe under their terms. If you need a payment confirmation or assistance obtaining a receipt, contact [email protected].

4.5 Refunds.

Refunds are governed by Section 5 (Cancellations & refunds). Where a refund is approved, it is returned to the original method of payment. Refunds are returned to the original payment method only. Timing depends on Stripe and your bank; FX/issuer fees are not refunded by Oladoctor.

4.6 Chargebacks and disputes.

Chargebacks are handled under Stripe’s rules. If you initiate a chargeback, we may pause any parallel refund handling and may restrict bookings pending the outcome. We may provide relevant information to Stripe and the Doctor to resolve the dispute. If you initiate a chargeback, we may decline or pause any duplicate refund request for the same transaction pending the outcome.

4.7 Promo codes.

From time to time we may issue promo codes. Unless stated otherwise, promo codes are funded by Oladoctor and do not reduce the Doctor’s fee; they (i) apply to a single booking, (ii) are non-transferable, (iii) have no cash value, (iv) cannot be combined, and (v) may be declined or reversed in case of error, expiry or abuse. Promo codes are not for resale, may be modified or withdrawn at any time, and are void in case of error, abuse or where prohibited by law.

4.8 Errors and availability.

If a price or availability error is obvious and could reasonably be recognised as such, we may cancel the booking and issue a full refund.

4.9 Taxes and records.

The Doctor is responsible for any invoicing and taxes related to clinical services. Clinical services may benefit from VAT exemptions for medical services under applicable national law (e.g., Article 20.Uno.3 LIVA in Spain, and equivalent provisions in Portugal, Italy and Poland). Oladoctor retains only limited transaction metadata as described in the Privacy Policy.

4.10 Fraud prevention.

Compliance and fraud. We may refuse, cancel or reverse a payment and/or restrict access where we reasonably suspect fraud, abuse, sanctions/AML risk, card scheme rule breach or legal risk, or where required by Stripe, card schemes or law.

5. Cancellations and refunds

5.1 Time and method.

All time limits in this Section are measured by the Platform system clock and the local time shown in your booking confirmation. Refunds are facilitated via Stripe on the Doctor’s behalf; Oladoctor is not an escrow, merchant of record or payment agent (see Section 4).

5.2 Live consultations – cancellation by you (patient).

If you submit a self-service cancellation or reschedule twelve hours or more before the scheduled start time, you are entitled to a full refund or a reschedule (you may reschedule any number of times provided each request is made at least twelve hours in advance). If you request cancellation less than twelve hours before the scheduled start time, the booking is non-refundable and any exception may be granted only via support and with the Doctor’s confirmation. We may limit or refuse reschedules that are excessive or abusive, even if requested twelve hours or more in advance.

5.3 Post-consultation local clinical assessment.

For Online and Follow-up consultations, where applicable law or clinical standards require documents to be issued by a Doctor practicing in the patient’s country (such as prescriptions or medical certificates), the consulting Doctor may initiate a local clinical assessment after the live consultation.

In such cases, the consulting Doctor submits relevant information from the consultation to a local Doctor on Oladoctor. The local Doctor independently reviews the submitted information and makes their own clinical decision on whether issuing any documents is appropriate. A Doctor performing a local clinical assessment has absolute discretion to prescribe, refuse to prescribe, or alter any treatment or medication based entirely on their own professional evaluation and applicable local laws. Oladoctor neither dictates nor influences this clinical evaluation.

Where initiated, the local clinical assessment is typically completed within twenty-four (24) hours. This timeframe is indicative only and not guaranteed.

The consultation itself is deemed delivered once the live session has taken place (see Section 3.6). The consulting Doctor may also determine that no local clinical assessment is required; in such cases, no further steps are initiated and the consultation remains delivered by the live session.

If the local Doctor determines that issuing a document would be unlawful or clinically inappropriate, no document will be issued. This does not constitute a failure of service and does not give rise to a refund (see Sections 3.10 and 5.7). Delays or outcomes of the local clinical assessment do not, by themselves, entitle the patient to a refund.

5.4 No-show and lateness.

If you fail to join or join fifteen minutes or more after the scheduled start time, the booking is treated as attended and is non-refundable; the Doctor may end the session. If the Doctor fails to join within fifteen minutes, we will offer a reschedule; if that is not acceptable, a full refund will be issued. We may rely on system/meeting logs and other reasonable evidence to determine attendance, timing and connection status.

5.4A Change by the Doctor (reschedule only; inability to assist).

The Doctor may propose a reschedule before delivery (see Section 3.6). If the proposed time is not acceptable to you, a full refund will be issued. If, in the Doctor’s professional judgment, they cannot lawfully or clinically assist with the reason you described, the booking will be cancelled and a full refund issued.

5.5 Force majeure and technical failure.

If connectivity issues or another force-majeure event prevent the session, the parties will first attempt to reschedule; if rescheduling is not acceptable or not feasible, a full refund will be issued. We may require reasonable evidence of the event (for example, provider notices or relevant screenshots/logs).

5.6 Questionnaire-based products (Express consultation, Express prescriptions, Medical certificates).

A local Doctor is assigned to your case. Before the Doctor starts, you may request cancellation; if the Doctor confirms that work has not yet started, a refund may be issued. Once the Doctor has started (for example, by accessing your order, reviewing your questionnaire/files, or contacting you), the order is non-refundable. If the Doctor declines for clinical or legal reasons, a full refund will be issued.

Restrictions screen for prescription renewals. Before paying for an Express Prescription Renewal (and certain other questionnaire-based products), you will be shown a screen listing the substances that cannot lawfully be prescribed through that service under applicable national law (e.g., narcotics requiring an official narcotics prescription). You must affirmatively confirm two statements: (i) that the medicine you wish to renew is not in the listed restricted categories; and (ii) that if it turns out to be in the restricted categories, the consultation will be deemed delivered (clinical evaluation performed) and the payment will not be refundable. If after payment the assigned Doctor determines that your request relates to a restricted substance for which lawful telemedicine prescription is impossible, the consultation is deemed delivered and the payment is non-refundable.

Timing. In typical cases, questionnaire-based orders are completed within twenty-four (24) hours of payment, subject to the Doctor’s professional judgment and applicable law. This timeframe is indicative only and not a guarantee. Time to completion may extend, for example, due to clinical/legal requirements, requests for additional information, workload, or force majeure.

Completion. Completion occurs when the assigned local Doctor issues the applicable document(s) or provides a clinical response in accordance with local law (see Section 3.6). If completion cannot reasonably be achieved within a reasonable time, you may request cancellation for a full refund via [email protected], or the order may be cancelled and a full refund issued.

5.7 Dissatisfaction.

Being unhappy with the outcome (including a Doctor’s decision not to issue a prescription or certificate) is not a ground for a refund. A pharmacy’s independent decision not to dispense is outside our control and is not a ground for a refund. You may submit a complaint via support or leave a review.

5.8 Promo codes.

Refunds apply only to the amount actually paid. Any promotional value is not reinstated, has no cash value, and may not be re-used.

5.9 Statutory withdrawal.

Healthcare services provided via the Platform are outside the scope of the EU consumer withdrawal regime; no statutory right of withdrawal applies. Equivalent national rules apply in Spain, Portugal, Italy and Poland.

5.10 How refunds are paid.

Approved refunds are returned to the original payment method in EUR. Timing depends on Stripe and your bank. Currency-conversion and issuer fees are not refunded by Oladoctor. Refunds cannot exceed the amount actually paid for the booking.

​​We do not issue partial refunds or credits unless required by mandatory law or expressly stated in these Terms.

5.11 Chargebacks.

Chargebacks are handled under Stripe’s rules. If you initiate a chargeback, we may pause or decline any parallel refund request for the same transaction and may restrict bookings pending the outcome (see Section 4.6).

5.12 Process and finality.

Submit cancellation or refund requests without undue delay via [email protected], the in-product support centre in your account, or Intercom (where available). We may request identity verification to protect your account. After a service is delivered (see Section 3.6), no refunds apply except as expressly stated in this Section or where mandatory law requires otherwise. Our determinations under this Section are made acting reasonably and subject to mandatory law.

6. Prescriptions and limits

6.1 Clinical discretion.

Prescriptions and medical certificates are issued solely at the Doctor’s independent professional discretion and subject to local law and clinical standards. There is no guarantee that a prescription or certificate will be issued. Payment is for the clinical assessment and professional time of the Doctor, not for a guaranteed outcome or document.

6.2 Statutory technical compliance (no automated clinical decision-making).

The Platform enforces absolute technical blocks that prevent the issuance of prescriptions for substances which cannot lawfully be prescribed via telemedicine under applicable national law (e.g., narcotic drugs of Schedule I of the United Nations Single Convention of 1961, which in Spain require the Receta Oficial de Estupefacientes (ROE) and in-person supervision under Real Decreto 1675/2012).

Beyond these statutory technical compliance blocks, the Platform does not engage in automated clinical decision-making. The Doctor retains sole, exclusive clinical responsibility for all medical evaluations and prescription choices, including any local clinical assessment for cross-border cases. Oladoctor neither pre-approves nor refuses prescribing decisions.

6.2A Methylphenidate (Spain).

Methylphenidate is classified as an estupefaciente in Spain. Where Spanish law permits its lawful prescription via the electronic ROE (e-ROE) infrastructure under specific conditions (in particular, by a psychiatrist licensed in Spain for adult ADHD patients located in Spain), the prescribing decision is taken by the Doctor exclusively, on the Doctor’s professional responsibility. Oladoctor neither pre-approves nor refuses such prescriptions; the Doctor issues the prescription in their own name via the e-ROE flow.

6.2B Substitution therapy and narcology.

The Platform is not a substitution-therapy provider. Specialised programmes for opioid substitution therapy (e.g., methadone or buprenorphine maintenance), inpatient detoxification and similar specialised addiction-treatment programmes are not offered through the Platform. Any addiction-related content available on the Platform is informational and does not constitute medical advice unless expressly provided as such by a licensed professional during a clinical consultation.

6.3 Questionnaire-based prescriptions.

Renewals and new prescriptions may be issued on the basis of a medical questionnaire where clinically appropriate; the assigned local Doctor may request a live consultation if needed. Initiation of controlled or other high-risk therapies is not available via the questionnaire flow. If the Doctor declines for clinical or legal reasons, a full refund applies (see Section 5.6).

6.4 Certificates.

Medical certificates (e.g., sick/fit notes) may be issued only where lawful and clinically justified. Certificate types that typically require a formal examination or statutory process (e.g., immigration, insurance claims, fitness-to-drive, court purposes) may be declined. Scope and duration are set by the Doctor.

6.5 Local licence.

Prescriptions and certificates may be issued only by a Doctor licensed in the patient’s country. Where required, a local Doctor may be involved after a live session (see Section 5.3).

6.6 Identity and information.

We do not routinely perform additional identity verification beyond registration. A Doctor may request additional information (clinical details or documents) where required by law or professional standards. If you fail to provide requested information, the Doctor may decline the request (refund rules per Section 5).

6.7 Pharmacy independence.

Pharmacies are independent and may refuse to dispense. Pricing, stock, reimbursement and acceptance are outside our control and are not grounds for a refund (see Section 5.7).

6.8 Refills and durations.

There is no entitlement to refills. Quantity, duration and repeats are determined by the Doctor in accordance with local law.

6.9 Minors.

The Platform does not provide services to minors (see §1.3).

6.10 Cross-border use.

Documents issued in one country may not be accepted outside that country. Cross-border use of e-prescriptions or certificates is not guaranteed.

6.11 Abuse and misuse.

Providing false or misleading information; seeking duplicative or overlapping prescriptions by consulting multiple Doctors for the same or similar medication or condition without disclosing prior consultations; creating or using multiple accounts to obtain prescriptions; forging, editing or otherwise tampering with documents; or attempting to obtain medicines prohibited under applicable law is prohibited and may result in immediate account restriction or closure and, where required or permitted by law, reporting to competent authorities.

6.12 Systems and local programmes.

Availability of electronic prescription/certificate systems or other local programmes depends on local infrastructure and is not guaranteed. Operational terms for Doctors are set out in the Provider Agreement.

6.13 Queries.

For questions about a prescription or certificate, contact [email protected], the in-product support centre, or Intercom (where available).

6.14 Formats and delivery.

Prescriptions or certificates may be issued as e-documents (e.g., e-prescription token/code) or downloadable documents. Documents are delivered to your account and/or account email. We do not transmit prescriptions directly to pharmacies unless a local e-prescription system is used (see Section 6.12). You may be required to present ID when using a document.

6.15 No backdating; scope and language.

Doctors do not backdate or pre-date prescriptions or certificates. Scope, wording and duration are determined by the Doctor under local law. Documents may be issued in the language of the issuing country; translations are not provided.

6.16 Amendments and repeats after issue.

After a document is issued, changes, replacements or repeats require a new booking and are at the Doctor’s discretion; there is no entitlement to amendments or refills.

6.17 Therapeutic/brand substitution.

The Doctor may prescribe generic or equivalent alternatives where clinically appropriate. Pharmacies may apply substitution in accordance with local law and formularies. Brand preference is not guaranteed.

6.18 Third-party systems and outages.

Where a local e-prescription or certificate system is used, availability depends on third-party infrastructure. Delays or outages are outside our control and are not a ground for a refund (see Section 5.3 and Section 5.6).

6.19 Personal use only.

Prescriptions and certificates are issued only for the named patient and may not be transferred or used by any other person.

7. User content & conduct

7.1 Types of content.

(a) Clinical content (questionnaires, medical files exchanged with a Doctor) is intended for clinical use. (b) Public content (e.g., reviews, public Q&A where available, profile photos) is visible to other users on the Platform.

7.2 Ownership and licences.

You retain ownership of your content. (a) For public content, you grant Oladoctor a non-exclusive, worldwide, royalty-free, transferable and sublicensable licence to host, store, reproduce, adapt (for formatting and moderation), translate, excerpt, display and distribute such content solely to operate, improve and promote the Services (including showing reviews on Doctor profiles and in Service-related materials). To the extent permitted by law, you agree not to assert any moral rights against Oladoctor or our sublicensees for these purposes. (b) For clinical content, Oladoctor acts on the Doctor’s behalf (processor) to host/relay the content to the Doctor and back to you; no exploitation licence is granted to Oladoctor. Processing is described in the Privacy Policy.

7.3 Reviews.

(a) Reviews may be left only by patients who completed a consultation with the Doctor being reviewed. (b) Reviews are published anonymously, show the date of submission, and may include a star rating and text. Do not include personal data or health information. (c) We may request evidence of your consultation before or after publication. (d) We may refuse, hide, edit (to remove personal data, profanity or legally sensitive content) or delete reviews at our discretion. Conflicts of interest (self-reviews, reviews by relatives or incentivised reviews) are prohibited. We may show aggregated ratings. We may suspend or disable the reviews feature for fraud/abuse detection and may remove reviews without notice. We are not obliged to publish any review. (e) Platform reviews on third-party services (e.g., Trustpilot). After a completed order we may invite you to review Oladoctor on a third-party platform. Such reviews are governed by that platform’s own terms and privacy policy; moderation and removal requests must be made on that platform. We may display badges, widgets, aggregated ratings or excerpts from such reviews on the Services where permitted by the platform and law. Any invitations and limited contact details used for this are handled as described in our Privacy Policy. (f) Separation from Doctor ratings. Reviews of Oladoctor on third-party platforms do not affect a Doctor’s individual rating on the Platform.

7.4 Public Q&A (where available).

Public questions to Doctors are general and not medical advice. Submissions are anonymous and must not include personal data or health information. We may edit or refuse Q&A for compliance and clarity. Do not rely on Q&A for clinical decisions.

7.5 Clinical files – upload rules.

Upload only via the Platform (not email or messengers). Allowed: PDF/JPG/PNG/DOC, up to 50 MB per file. Executables/archives or potentially harmful files (e.g., EXE, JS, ZIP with scripts) are forbidden. We may scan or block files for security, and may reject or delete files that are unreadable, harmful or exceed limits, and are not obliged to retain them.

7.6 Your responsibilities.

You represent and warrant that you have all rights to the content you submit; the content is accurate, lawful and does not infringe third-party rights. You must keep your information complete and up to date. You must not submit personal data of third parties without a lawful basis or their consent, and must not include special-category data in public content.

7.7 Prohibited content and behaviour.

Prohibited: illegal content; defamation; threats or harassment; hate or discriminatory content; sexual or explicit content; impersonation; spam or advertising; scraping, reverse engineering or interference with the Service; attempts to bypass geo/territorial rules; malware or automated abuse; and any use that violates healthcare or pharmaceutical laws.

7.8 Abuse related to prescriptions.

Providing false or misleading information; seeking duplicative or overlapping prescriptions by consulting multiple Doctors for the same or similar medication or condition without disclosing prior consultations; creating or using multiple accounts to obtain prescriptions; forging, editing or otherwise tampering with documents; or attempting to obtain medicines prohibited under applicable law is prohibited and may result in immediate account restriction or closure and, where required or permitted by law, reporting to competent authorities. See Section 6.

7.9 Moderation and enforcement.

We are not obliged to monitor all content but may use automated and manual moderation. We may remove content, issue warnings, restrict or terminate accounts, and preserve evidence where reasonably necessary to protect users, Doctors or the Service, or to comply with law. Oladoctor is not responsible for user-generated content and does not endorse views expressed by users. Decisions to restrict User-Generated Content are subject to the process described in §19 (Digital Services Act).

7.10 Retention of removed content.

We may retain copies of removed content for a limited period where reasonably necessary for legal, security or compliance purposes.

7.11 Public nature of public content.

Public content is non-confidential and may be indexed by search engines. Do not include personal data or health information.

7.12 Circumvention.

Re-posting content removed by moderation or attempting to circumvent moderation tools or decisions is prohibited.

7.13 Reporting concerns.

Report unlawful or infringing content via [email protected], the in-product support centre, or Intercom. We aim to respond within a reasonable time.

7.14 Feedback.

If you provide suggestions or feedback, you grant Oladoctor a perpetual, irrevocable, royalty-free licence to use them for any lawful purpose, without obligation to you.

7.15 Doctors’ professional content.

Rules, IP rights and obligations for Doctors’ professional profiles and materials are set out in the Provider Agreement; in case of conflict, the Provider Agreement prevails.

8. Communications

8.1 Operational messages.

Patients: operational communications (booking confirmations, reminders, status updates) are sent by email.

Doctors: operational communications are sent by email and, where available, via messaging channels provided by the Service. Third-party channels are subject to their own terms; availability is not guaranteed (see the Privacy Policy).

8.2 Reminders.

Automatic reminders are sent at booking, 24 hours, and 15 minutes before the scheduled start time. Reminders are a convenience only; you remain responsible for attending on time and maintaining your own calendar.

8.3 Marketing.

Marketing communications are sent only with your consent. You can manage preferences in your account or use the unsubscribe option at any time. Withdrawal of consent does not affect operational emails.

8.4 Electronic records and notices.

You agree to receive electronic communications and records (including contracts, notices and disclosures) and to transact electronically where permitted by law. Paper copies are not provided.

8.5 Deliverability and contact details.

Keep your email address current and check email regularly. We are not responsible, to the extent permitted by law, for emails blocked by filters, quotas or provider issues, or for missed messages caused by inaccurate contact details. Any network/data charges from your provider are your responsibility.

8.6 Authentication and security.

We use email one-time codes (OTP) for sign-in; 2FA (TOTP) may be enabled. Do not share codes. You are responsible for the security of your email account, devices and network.

8.7 Clinical content via support.

Do not send clinical information to support channels. Clinical materials must be uploaded via the Platform. If you send clinical information to support contrary to this Section, it will be processed only to handle your ticket and will not form part of the clinical record; you do so at your own risk, and we are not liable, to the extent permitted by law, for delay or loss from using non-clinical channels.

8.8 Off-platform communications.

Do not request or share personal contact details to communicate with a Doctor outside the Platform. We do not control or guarantee privacy, security or availability of off-platform communications and are not liable, to the extent permitted by law, for them.

8.9 Changes to Terms and policies.

We may update these Terms or policies by posting the updated version on the Platform with an effective date. Updates take effect upon posting, unless a later date is stated. We are not obliged to send email notices of changes; where appropriate, we may display an in-product notice. Material changes do not affect bookings already confirmed before the effective date, except where required by law or for safety/security reasons.

8.10 Providers.

Email and messaging infrastructure is provided by third parties as described in the Privacy Policy.

8.11 Support.

Contact [email protected] or use the in-product support centre (and Intercom, where available). We aim to respond within 24 hours, subject to workload; this is not a service-level commitment.

8.12 Emergencies.

The Services are not for emergencies. In an emergency, call 112 or your local emergency number. In Spain, for emotional crisis or suicide support, call 024.

9. Data protection & cookies

9.1 Roles.

For clinical information, Doctors/medical centres act as independent controllers. Oladoctor is controller for accounts, bookings, payment metadata, support and platform operations, and processor for clinical content that we host/relay on a Doctor’s instructions. If these Terms conflict with the Privacy Policy on personal data matters, the Privacy Policy prevails.

9.2 Privacy Policy.

Purposes, legal bases, recipients/sub-processors, security, international transfers, and your rights are set out in our Privacy Policy (/privacy-policy).

9.3 International transfers.

We use EEA-first hosting. Where personal data are transferred outside the EEA/UK, we apply GDPR-compliant safeguards (e.g., Standard Contractual Clauses and other applicable mechanisms). See the Privacy Policy for details.

9.4 Rights & contacts.

To exercise your data-protection rights or raise a privacy query, contact [email protected] or [email protected]. Information about supervisory authorities is provided in the Privacy Policy.

9.5 Cookies & similar technologies.

We use essential cookies to operate the Service and non-essential cookies/trackers (e.g., Google Analytics, Microsoft Clarity) only with your consent. Manage choices at any time via the cookie banner or the “Manage cookies” link in the footer. Details (categories, lifetimes, vendors) are in our Cookie Policy (/cookie-policy). Blocking essential cookies may impair the Service.

9.6 Cookie preferences & records.

Cookie preferences apply to the device/browser where set and may reset if you clear cookies. We keep a record of consent where required by law.

9.7 Automated processing.

The Platform enforces statutory technical compliance blocks (see §6.2) that prevent the issuance of prescriptions for substances which cannot lawfully be prescribed via telemedicine. Because these blocks merely implement mandatory legal requirements and do not involve clinical judgement, they are not “automated decisions producing legal effects” within the meaning of Article 22 GDPR. Clinical decisions are made exclusively by Doctors. Where you believe a decision concerning you has been improperly automated, you may contact [email protected] and request human review.

10. Third-party services, service changes & availability

10.1 Third-party services.

The Services interoperate with third-party providers, including: Stripe (payments); Google Meet (video); Resend (transactional email); Intercom (support); Google Analytics and Microsoft Clarity (analytics). For Doctors, we may also offer a Telegram bot used solely to deliver operational notifications. These providers are independent and operate under their own terms and privacy policies; references are for identification only and do not imply endorsement. We are not an agent of such providers and do not control or guarantee their availability, performance, security or compliance. Processing by such providers is described in the Privacy Policy (see §9).

10.2 Use of third-party terms.

When using features powered by third parties, you agree to comply with the applicable third-party terms. It is your responsibility to review those terms.

10.3 Changes to the Service.

We may change, suspend or discontinue any feature, content, integration or access method at any time (including for legal, regulatory, security, provider or operational reasons), and may set eligibility limits. We have no obligation to maintain backwards compatibility or to preserve legacy features.

10.4 Availability and maintenance.

The Service is provided “as available” and may be interrupted for maintenance, updates, incidents or failures of third-party services or networks. Where reasonable, we may give in-product notice of planned maintenance. No service-level commitments or credits apply.

10.5 Supported environments.

The Service targets current versions of modern browsers (typically the latest two major releases). Operation on outdated or modified environments, unsupported mobile OS versions, or devices with rooted/jailbroken configurations, or under interfering network conditions (e.g., VPNs, blockers, corporate firewalls) is not guaranteed.

10.6 Beta and experimental features.

Beta/experimental features are provided “as is”, may contain defects, may be modified or removed and may involve data loss. Use is at your own risk and without commitments (feedback: see §7.14).

10.7 Export control and sanctions.

You represent that you are not a sanctioned/restricted party and will not use the Service in violation of EU/UK/US export-control, sanctions or trade laws, including prohibited end-uses. We may suspend or restrict access where use would risk a breach of such laws.

10.8 Backups and data resilience.

We apply reasonable technical and organisational measures (see §9/Privacy Policy), but do not guarantee against data loss. You should keep separate copies of files you upload or receive. We are not liable for loss caused by third-party failures, your environment or your actions, subject to mandatory law.

10.9 Independent pharmacies and external channels.

Pharmacies and external communications networks (email/messaging providers) are independent. Their decisions, outages or delays are outside our control; see §6.7 and §8 (Communications).

10.10 Hosting and transfers.

Hosting locations and international data transfers are governed by §9 and the Privacy Policy. No additional commitments are made in this Section.

11. Acceptable use & security

11.1 Service territory.

Access to the Platform is global, but clinical services are provided only in the Eligible Locations shown on the Platform. We may refuse or limit clinical services where they are not offered. You must not misrepresent your location or eligibility and, where required by law, you must provide evidence of eligibility.

11.2 Personal account.

Accounts are personal. No sharing, transfer or sale of access. Accounts created by users under 18 will be terminated immediately upon discovery (see §1.3).

11.3 Automated access and scraping.

No bots, crawlers, scraping, bulk queries, or data mining/extraction and no framing/mirroring without our prior written consent. Rate-limit circumvention is prohibited.

11.4 Reverse engineering and circumvention.

No reverse engineering, decompilation, vulnerability scanning, penetration testing, or bypass of technical, anti-fraud or payment measures without our prior written consent.

11.5 Load and interference.

Do not impose excessive load or interfere with the Service (including DDoS, stress testing, mining, automated session launching, or tampering with APIs/network). We may throttle, block or restrict access without notice.

11.6 Content and files.

Malicious, unlawful or harmful content/files are prohibited. Executables/archives or potentially harmful files are forbidden; see §7.5 for file rules.

11.7 Credentials and security.

Keep credentials secure. Do not share one-time codes or 2FA codes. Maintain the security of your email, devices and network. Notify support immediately if you suspect unauthorised access. We may force logout, reset credentials, require 2FA or take other protective measures. To the extent permitted by law, we are not liable for loss caused by your failure to secure access.

11.8 Vulnerability disclosure.

Do not test, probe or scan the Service without written permission. Report potential security issues to [email protected]. No reward or authorization to exploit is implied.

11.9 Resale and brokering.

No resale, brokering or offering of the Services, slots or outcomes to third parties, and no use of the Platform as an aggregator/intermediary, without our written agreement.

11.10 Off-platform communications.

Do not solicit or share personal contact details to communicate with a Doctor off-platform; see §8.8. We are not responsible for off-platform communications.

11.11 Export controls and sanctions.

Do not use the Services in violation of EU/UK/US export-control or sanctions laws. We may suspend or restrict access where use would risk a breach (see §10.7).

11.12 Logs and evidence.

We may use system logs, telemetry and reasonable technical measures to detect, investigate and enforce against violations, and may preserve evidence as required by law, in line with the Privacy Policy.

11.13 Enforcement.

We may remove content, issue warnings, limit features, suspend or terminate accounts, block IPs/devices, and, where required or permitted by law, report matters to competent authorities. We may refuse future access. These measures are without prejudice to other remedies and do not entail refunds except where required by mandatory law. Where these measures restrict a user’s access or content, the procedure in §19 (Digital Services Act) applies.

12. Intellectual property & branding

12.1 Ownership.

The Platform (including software, designs, text, images, compilations, layouts, interfaces, look-and-feel, and underlying databases) is owned by Oladoctor or its licensors. No title or intellectual-property rights are transferred to you, and no licences are granted by implication or estoppel. (User content: see §7.2; Doctors’ professional materials: see Provider Agreement.)

12.2 Limited licence to use the Service.

Subject to these Terms, we grant you a personal, revocable, non-exclusive, non-transferable, non-sublicensable licence to access and use the Service for: (a) personal, non-commercial purposes (patients); and (b) professional use solely as permitted by the Provider Agreement (Doctors). All other use is prohibited.

12.3 Trademarks and brand use.

“Oladoctor”, the Oladoctor logo (registered) and related registered and unregistered marks, graphics and trade dress are the property of Oladoctor. All rights reserved. You must not use our name, logo or brand assets (including in domain names, social handles, app names, ads/keywords, metatags or metadata) without prior written permission and in accordance with any brand guidelines. Any permission may be revoked at any time.

• Badges/endorsement. “As seen on Oladoctor” or similar badges may be displayed only with assets we provide and only as authorised in writing; no endorsement is implied.
• Press/screenshots. Journalists and reviewers may publish unmodified interface screenshots with clear attribution to Oladoctor, provided the use is fair, non-misleading, does not imply endorsement, and does not display personal or health data. We may withdraw this permission.

12.4 Third-party marks.

Third-party names and logos (e.g., payment, video or analytics providers) are the property of their respective owners. References are for identification only and do not imply endorsement or affiliation.

12.5 Database rights.

The compilation of Doctors, reviews, schedules and other Platform data is protected by copyright and, where applicable, EU sui generis database rights. You must not extract or re-use the whole or a substantial part of the database, or systematically extract/re-use insubstantial parts.

12.6 Prohibited IP uses.

You must not copy, adapt, translate, modify, create derivative works, frame or mirror, or otherwise exploit any part of the Platform or its content; scrape or harvest data to build or train datasets/models; remove or alter proprietary notices; or circumvent rights-management or technical protections. (See also §11 Acceptable use & security.)

12.7 Reservation of rights.

Except for the limited licence in §12.2, all rights are reserved by Oladoctor and its licensors. Nothing in these Terms grants any right to use our brand or content beyond what is expressly stated.

12.8 Open-source notices.

If any component of the Service includes open-source software, that component is licensed under its respective licence, which will govern in case of conflict. Notices are available upon request.

13. Disclaimers & warranties

13.1 Non-Healthcare Provider Status.

Oladoctor is an information society service provider operating an online marketplace. Oladoctor is NOT a healthcare provider, clinic, or medical institution, and does not render clinical care, medical advice, diagnosis, or treatment. All Clinical Services are provided exclusively by independent licensed Doctors. Use of the Platform does not create a doctor–patient relationship with Oladoctor. We do not warrant any clinical outcome or that a prescription/certificate will be issued (see §6).

13.1A Independent Clinical Judgment.

Patients acknowledge that each Doctor operates with total clinical autonomy. A Doctor performing a local clinical assessment (for example, a Spanish doctor reviewing findings from an Italian doctor) has absolute discretion to prescribe, refuse to prescribe, or alter any treatment or medication based entirely on their own professional evaluation and applicable local laws. Oladoctor neither dictates nor influences this clinical evaluation.

13.2 “As is” / “as available”.

To the maximum extent permitted by law, the Services are provided “as is” and “as available”, without warranties of any kind, whether express, implied or statutory (including implied warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranties arising out of course of dealing or usage of trade).

13.3 Availability, performance and compatibility.

We do not guarantee uninterrupted or error-free operation, that defects will be corrected, that the Services are free of harmful components, or that they are compatible with your devices, software, networks or settings. The Services may be unavailable due to maintenance, incidents or third-party failures (see §10.4 – §10.5).

13.4 Third-party services and networks.

Features powered by third parties (e.g., payments, video, email, analytics, messaging) are operated under their terms. We do not control and are not responsible for their availability, performance, security, accuracy or compliance (see §10.1 – §10.2).

13.5 Information and user-generated content.

Profiles, schedules, reviews, Q&A and other content may be provided by users/Doctors. We do not warrant their completeness, accuracy or reliability, do not independently verify all such information, and do not endorse user-generated content. We have no obligation to monitor content (see §7).

13.6 Pharmacies and external decisions.

Dispensing decisions, prices, stock and reimbursement are made by independent pharmacies and other third parties. We do not guarantee acceptance or dispensing and are not responsible for such decisions (see §6.7, §6.10).

13.7 Data and records.

While we apply reasonable measures, we do not guarantee against loss, corruption or delay of data. The Service is not a records-retention or backup service: keep separate copies of files you upload or receive (see §10.8). Processing and retention are described in the Privacy Policy.

13.8 Consumers’ mandatory rights.

Nothing in these Terms excludes or limits non-waivable statutory rights (including consumer rights) or any warranties that cannot be excluded under applicable law (including TRLGDCU in Spain and equivalent national rules in Portugal, Italy and Poland). Where exclusions are not permitted, they apply to the maximum extent allowed.

14. Liability

14.1 Independent Doctors.

To the extent permitted by law, Oladoctor is not liable for clinical acts or omissions of independent Doctors (see §§6, 13.1, 13.1A). Doctors are independent professionals, registered with the relevant medical college (e.g., Colegio de Médicos in Spain, Ordem dos Médicos in Portugal, Ordine dei Medici Chirurghi e degli Odontoiatri in Italy, Izba Lekarska in Poland), and are solely responsible for their own professional indemnity arrangements.

14.2 Excluded types of loss.

To the extent permitted by law, we are not liable for indirect or consequential loss, including loss of profits, loss of business or goodwill, loss or corruption of data, or business interruption.

14.3 Third-party services and networks.

We are not responsible for the availability, performance, security or compliance of third-party providers and networks used by the Services (e.g., payments, video, hosting, email, analytics) – see §10 – or for pharmacy decisions – see §6 – or off-platform communications – see §8.

14.4 Non-excludable rights.

Nothing in these Terms excludes or limits liability that cannot be excluded under applicable law or your non-waivable statutory consumer rights. Except for the foregoing, the exclusions above apply to the maximum extent permitted by law and nothing in these Terms creates any additional basis of liability beyond what applicable law requires.

15. Governing law & jurisdiction

15.1 Governing law.

These Terms are governed by the laws of Cyprus, without regard to conflict-of-laws rules. This is without prejudice to any mandatory consumer-protection laws of your country of habitual residence (including the Texto Refundido de la Ley General para la Defensa de los Consumidores y Usuarios — RDL 1/2007 — in Spain, and equivalent national consumer-protection rules in Portugal, Italy and Poland).

15.2 Courts and venue.

(a) Consumers: courts of Nicosia, Cyprus have non-exclusive jurisdiction. You may also bring proceedings in the courts of your EEA/UK place of residence where required by law. (b) Business users (including Doctors): subject to the Provider Agreement, the courts of Nicosia, Cyprus have exclusive jurisdiction.

16. Complaints & EU ODR

16.1 Contact us first.

For questions or complaints, contact [email protected] or use the in-product support centre. We aim to respond within a reasonable time.

16.2 EU Online Dispute Resolution.

The European Commission’s ODR platform is available at https://ec.europa.eu/consumers/odr. Our email for ODR purposes: [email protected]. We are not obliged or committed to use ADR entities to resolve disputes with consumers, but may consider ADR proposals where appropriate.

16.3 National consumer-protection recourse.

Spanish consumers may direct complaints to the Junta Arbitral de Consumo and to the Dirección General de Consumo of the relevant Comunidad Autónoma. Portuguese, Italian and Polish consumers may similarly use national consumer-protection authorities and ADR bodies.

17. Miscellaneous

17.1 Severability.

If any provision is invalid or unenforceable, it will be modified to the minimum extent necessary or severed; the remainder remains in force.

17.2 No waiver.

A failure or delay to enforce a provision is not a waiver. A waiver must be in writing and applies only to the specified instance.

17.3 Assignment.

You may not assign or transfer rights or obligations under these Terms without our prior written consent. We may assign (including by merger, reorganisation or asset transfer) on notice by posting an updated version of the Terms.

17.4 Force majeure.

We are not liable for delay or failure caused by events beyond our reasonable control (including outages or failures of third-party services, networks or providers).

17.5 Entire agreement; precedence.

These Terms, together with the Privacy Policy and Cookie Policy, form the entire agreement between you and us regarding use of the Services. For Doctors, the Provider Agreement governs professional use and prevails over these Terms in case of conflict.

17.6 Language Hierarchy.

Where Oladoctor targets specific EU national markets, the local-language version of these Terms shall take legal priority over the English master text for residents of that jurisdiction. Specifically: (a) for users habitually resident in Spain, the Spanish version of these Terms prevails; (b) for users habitually resident in Portugal, the Portuguese version prevails; (c) for users habitually resident in Poland, the Polish version prevails. For users habitually resident in any other Eligible Location (including Italy) or outside the Eligible Locations, the English version prevails. This hierarchy ensures full compliance with local consumer-protection and information-society-service laws.

17.7 Survival.

Provisions that by their nature should survive (including §§6–14, §§15–17, §18 and §19) survive termination or expiration.

17.8 Relationship.

Nothing in these Terms creates a partnership, joint venture, employment or agency relationship between you and us.

17.9 Third-party rights.

These Terms do not create rights for any third party, except as expressly stated.

17.10 Interpretation.

“Including” means “including without limitation.” Headings are for convenience only and have no legal effect.

17.11 Notices.

Notices and updates may be provided electronically as described in §8 (Communications).

17.12 Termination.

You may request account closure via support. We may suspend or terminate access where reasonably necessary for security, legal or policy reasons or for material breach of these Terms. Provisions that by their nature should survive (including §§6 – 14, §§15 – 17, §18 and §19) survive termination.

18. Aviso Legal

18.1 Identification of the provider (Article 10 LSSI-CE).

In accordance with Article 10 of Spanish Law 34/2002, of 11 July, on information society services and electronic commerce (LSSI-CE), we provide the following operator information:

• Operator: Anvy Limited
• Registry: Department of Registrar of Companies and Intellectual Property of the Republic of Cyprus
• Registration number: HE 397585
• Registered office: 4 Diagorou Street, Kermia Building, Office 104, 1097 Nicosia, Cyprus
• VAT / tax identification number (Cyprus): [to be supplied]
• General contact email: [email protected]
• Data protection / DPO email: [email protected]

18.2 Authorisation regime.

As an information society service / online marketplace, Oladoctor operates without prior authorisation in the EU under Article 6 of Directive 2000/31/EC and Article 4 LSSI-CE. Where clinical services are provided by independent Doctors registered with the relevant Colegio de Médicos (or equivalent professional college in other Eligible Locations), those Doctors are subject to their own professional authorisation regime.

18.3 Professional colleges of Doctors.

Doctors are subject to the deontological code of the Colegio de Médicos (Spain), Ordem dos Médicos (Portugal), Ordine dei Medici Chirurghi e degli Odontoiatri (Italy) or Izba Lekarska (Poland), as applicable.

18.4 Pricing.

Pricing information for the Services is shown at the relevant product/checkout page and includes the Doctor’s fee and the Oladoctor service fee, as described in §4.2.

18.5 Equivalent disclosures in other countries.

Equivalent operator-identification disclosures are made on the corresponding country-specific pages for Portugal, Italy and Poland in accordance with applicable national law.

19. Digital Services Act (DSA)

This Section reflects the obligations of Oladoctor as an “online platform” within the meaning of Regulation (EU) 2022/2065 (the Digital Services Act), fully applicable since 17 February 2024 (as transposed in Spain by Real Decreto-Ley 9/2024).

19.1 Single point of contact for users.

For DSA-related questions and notices from users, contact [email protected].

19.2 Single point of contact for authorities.

For DSA-related questions and orders from EU/Member State authorities and the European Board for Digital Services, contact [email protected].

19.3 Languages of contact.

English, Spanish, Portuguese and Polish.

19.4 Notice-and-action mechanism.

You may notify us of any content on the Platform that you consider illegal or that violates these Terms, including user reviews, public Q&A or Doctor profile content. To submit a notice, email [email protected] with: (i) an explanation of why you consider the content illegal or non-compliant; (ii) the precise electronic location of the content; (iii) your name and contact details (you may submit anonymously where the content is alleged to be a criminal offence under EU law); and (iv) a good-faith confirmation that the information provided is accurate.

19.5 Statement of reasons.

Where we restrict your account, restrict access to information you provide or otherwise impose a restriction, we will provide a clear and specific statement of reasons, in line with Article 17 DSA.

19.6 Internal complaint-handling system.

You may submit a complaint about a decision we take to restrict content or your account via [email protected]. We aim to resolve complaints within a reasonable time.

19.7 Out-of-court dispute settlement.

Where eligible under Article 21 DSA, you may also have access to certified out-of-court dispute settlement bodies. These bodies are independent and Oladoctor cooperates with them as required.

19.8 Protection of minors and design.

We strictly do not provide services to minors (see §1.3) and we do not use deceptive or manipulative interface design (Article 25 DSA – dark patterns).

19.9 Advertising and recommender transparency.

Where the Platform displays advertising or uses recommender systems, the main parameters are explained in the Platform interface or in the Privacy Policy.

19.10 Trader information (Article 30 DSA).

Doctors that qualify as “traders” within the meaning of Article 3(f) DSA are required to provide certain identification and contact information; Oladoctor takes reasonable measures to verify the reliability of that information and to display it on the Doctor’s profile.

19.11 Reports.

Oladoctor publishes transparency reports where required by Articles 15 and 24 DSA.

19.12 National Digital Services Coordinators.

Oladoctor cooperates with the relevant national Digital Services Coordinator in each Eligible Location, including the Comisión Nacional de los Mercados y la Competencia (CNMC) in Spain.