Terms and Conditions

Last updated: [12 October 2025]

1) Who we are

• Provider/Practice Name: Costamedic Limited
• Legal Entity: [Entity Name, Company No. if applicable]
• Registered Address: [Address]
• Professional Registration: [e.g., GMC/State Medical Board No.]
• Contact: [Email] • [Phone] • [Postal]

2) What these Terms cover

These Terms & Conditions (“Terms”) govern your access to and use of our website, patient portal, messaging tools, and video consultations (together, the Services). By creating an account, booking, or using the Services, you agree to these Terms and our Privacy Notice and Cookie Policy (collectively, the Policies).

If you do not agree, do not use the Services.

3) Eligibility & patient responsibilities

• Location: You confirm you are physically located in [licensed jurisdictions, e.g., England & Wales / State(s)] at the time of the consultation. Care may only be provided where the clinician is licensed.
• Age: You must be [≥ 18] to use the Services. Minors require a parent/guardian present and documented consent unless allowed otherwise by law.
• Accurate information: You must provide complete, accurate medical history and update us about any changes (allergies, medications, pregnancy, diagnoses).
• Devices & internet: You are responsible for having suitable devices, software, and a stable connection for video calls.
• Emergencies: Do not use the Services for emergencies. If you experience chest pain, severe shortness of breath, stroke symptoms, heavy bleeding, severe injury, or feel unsafe, call your local emergency number ([e.g., 999/112/911]) or go to the nearest emergency department.

4) Nature of telemedicine & consent

By using the Services you give informed consent for care delivered via telemedicine, which may include video, audio, chat, and secure messaging. Limitations include the absence of a full physical exam and potential technical issues. We may request in‑person evaluation, tests, or referral when needed. You may withdraw consent at any time—this will not affect care already provided.

5) Scope of services

Typical online services include: minor acute illness assessment, chronic disease reviews, medication reviews and repeat prescriptions, results discussions, mental health support (talk‑based), dermatology photo review, women’s and men’s health consultations, sexual health advice and test ordering, paediatrics advice (non‑emergency), lifestyle and preventive care, travel medicine advice, occupational health notes (where permitted), second opinions, referrals, and remote monitoring reviews.

Excluded: emergency/urgent care, procedures, and conditions requiring in‑person assessment at the clinician’s discretion. Initial prescribing of controlled drugs may be restricted by law.

6) Appointments, cancellations & no‑shows

• Booking: Appointments are confirmed when you receive a booking confirmation.
• Rescheduling/cancellation: You may reschedule or cancel up to [X hours] before the appointment. Late cancellations or no‑shows may incur fees as set out at booking.
• Clinician delays: We aim to start on time but delays may occur. If we must cancel or reschedule, we will offer a new appointment or a refund of any pre‑paid fees.

7) Fees, billing & refunds

• Fees: Current fees are displayed at booking. Prices may change but will not affect confirmed bookings.
• Payment: Payment is due at booking [or after consult if invoiced] via our approved payment processor(s). You authorise us to charge applicable fees and taxes.
• Insurance: [If applicable:] We may accept certain insurers; coverage is determined by your plan. You are responsible for charges not covered.
• Refunds: Refunds are available for mistaken duplicate charges or cancellations in accordance with Section 6. Clinical outcomes are not guaranteed and are not grounds for a refund.

8) Prescriptions, tests & referrals

• Prescribing is at the clinician’s professional judgement and within legal limits of [jurisdiction]. We may refuse to prescribe if not clinically appropriate or if an in‑person exam is required.
• We may order labs or imaging via third‑party providers; you are responsible for attending and any associated fees unless otherwise stated.
• We can refer to specialists; acceptance and wait times are outside our control.

9) Your account & communications

• Account security: Keep your login details confidential. You are responsible for activity under your account.
• Secure messaging: Non‑urgent queries may be handled via secure messaging. Response times can vary and are not for urgent issues.
• Records access: You may request copies of your records as permitted by law. We may share records with other providers for continuity of care with your consent or as required by law.

10) Privacy & data protection

• We process personal data in accordance with our Privacy Notice.
• If you serve UK/EU users: We act as a Data Controller under UK GDPR/EU GDPR. Legal bases may include performance of a contract, legitimate interests, vital interests, and consent for certain processing (e.g., marketing). Health data is processed under Article 9(2) conditions (e.g., provision of health care).
• Storage & security: We implement technical and organisational measures appropriate to risk. No system is 100% secure.
• Data retention: Clinical records are retained for at least [X years] or as required by law.
• Third‑party processors: We may use vendors (hosting, video, payments) under data‑processing agreements. Some may be located outside your country; we use appropriate transfer safeguards where required.

11) Technology partners & third‑party links

The Services may integrate with third‑party platforms (video, payments, labs). We are not responsible for third‑party sites, terms, or privacy practices. Your use of third parties is subject to their terms.

12) Clinical disclaimers & limitations

• Telemedicine has inherent limitations; diagnosis and treatment decisions are based on the information you provide and what can be assessed remotely.
• We may provide advice, care plans, or prescriptions, but no outcome is guaranteed.
• We may decline to provide care that we consider unsafe, outside our scope, or prohibited by law.

13) Intellectual property

All website and portal content (text, graphics, logos, videos) is owned by us or our licensors and protected by intellectual property laws. You may not copy, modify, distribute, or exploit content without permission.

14) Prohibited uses

You agree not to misuse the Services, including by: (i) providing false information; (ii) threatening, harassing, or abusing staff; (iii) attempting to access others’ data; (iv) introducing malware; (v) recording or distributing consultations without consent where prohibited by law.

15) Complaints & feedback

We welcome feedback. To make a complaint, contact [complaints email/process]. [If applicable, include regulator/ombudsman route e.g., NHS, CQC, State Board] with details on how to escalate if unresolved.

16) Disclaimer of warranties

Except as required by law, the Services are provided on an “as is” and “as available” basis without warranties of any kind, express or implied (including merchantability, fitness for a particular purpose, and non‑infringement). We do not warrant that the Services will be uninterrupted or error‑free.

17) Limitation of liability

To the maximum extent permitted by law, we are not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, data, goodwill, or business interruption. Our aggregate liability for direct losses arising from the Services shall not exceed [the greater of the amount paid for the relevant appointment or £/$[X]]. Nothing limits liability that cannot legally be limited (e.g., death or personal injury caused by negligence, fraud).

18) Indemnity

You agree to indemnify and hold us harmless from claims, losses, liabilities, and expenses (including legal fees) arising out of your breach of these Terms or misuse of the Services, except to the extent caused by our negligence or misconduct.

19) Termination & suspension

We may suspend or terminate access immediately if you breach these Terms, misuse the Services, or if required by law. You may stop using the Services at any time. Termination does not affect rights or obligations accrued up to that date.

20) Changes to the Services or these Terms

We may update the Services and these Terms from time to time. Material changes will be notified via the website or email. Continued use after changes take effect constitutes acceptance. If you do not agree, you must stop using the Services.

21) Governing law & jurisdiction

These Terms are governed by the laws of [Country/State]. Courts of [City/Region] shall have exclusive jurisdiction, except where consumer laws provide otherwise.

22) Entire agreement & severability

These Terms and the Policies are the entire agreement between you and us regarding the Services. If any provision is found invalid or unenforceable, the remaining provisions remain in full force.

23) Contact details

For questions about these Terms, please contact:

[Practice/Doctor Name]
Email: [contact@domain]
Phone: [+XX XXXX XXX XXX]
Address: [Address]

Patient acknowledgements (checkboxes at booking)

• I confirm I am in [licensed jurisdiction] at the time of my appointment.
• I understand the telemedicine limitations and consent to remote care.
• I understand this service is not for emergencies and I will call [999/112/911] or go to the nearest emergency department in an emergency.
• I have read and agree to the Terms & Conditions, Privacy Notice, and Cookie Policy.

Optional add‑ons (customize as needed)

• Recording policy: [We do not record consultations / We record with explicit consent for quality and training].
• Chaperone policy: [Available on request for intimate examinations].
• Accessibility: [We can arrange interpreters or accessibility accommodations with advance notice].
• Clinical record sharing: [We can share a summary with your GP/primary care with your consent].
• Remote monitoring devices: [Ownership, maintenance, and data handling terms].