General Terms and Conditions

These general terms and conditions (the “Terms”) govern the legal relationships arising from the use of the a.clinic online platform between the company:

a.clinic, s. r. o.
registered office: Jakabova 3621/45, Bratislava-Ružinov 821 04
Company ID (IČO): 57 789 843
Tax ID (DIČ): 2123120736
registered in the Commercial Register of the Municipal Court Bratislava III, Section: Sro, File No. 202261/B
Email: martin@a.clinic

(the “Operator” or “a.clinic”) and a natural person – a consumer who uses the Platform and orders the Operator's services (the “Client”).

The Terms form an integral part of the contract for the provision of Platform services concluded between the Operator and the Client by electronic means via the Platform (the “Contract”). The Terms also govern how the health services of the HCP are ordered and paid for via the Platform (Articles V and VII).

The Platform means the online technological environment operated by the Operator, through which the Operator provides the Client in particular with technological, organisational and intermediary services and makes available to the Client the intermediation of contact with an independent healthcare provider.

The Operator is not a healthcare provider and does not provide healthcare in its own name through the Platform.

In particular, the Operator does not perform medical examinations, does not determine a diagnosis, does not assess the Client's state of health, does not determine the suitability or unsuitability of a specific treatment, does not indicate treatment, does not determine a medicine or its dosage and does not issue medical prescriptions.

Healthcare is provided exclusively by the relevant independent healthcare provider (the “HCP”) through a professionally qualified healthcare professional.

The conclusion of the Contract with the Operator does not give rise to a relationship of healthcare provider and patient between the Operator and the Client.

The Platform and the Operator's services are intended exclusively for natural persons who have reached the age of 18 years. A person under the age of 18 years is not entitled to conclude the Contract through the Platform or to use the Operator's services intended for Clients.

By creating a user account and concluding the Contract, the Client confirms that they have reached the age of 18 years. The Operator is entitled to verify, to a reasonable extent, that the age condition is met. If the Operator finds that a user does not meet the condition under this clause, the Operator is entitled to refuse to conclude the Contract, to restrict or cancel the user's account and to terminate the provision of Platform services, while respecting the rights of the consumer arising from mandatory legal provisions.

The subject matter of the Contract is the provision of access to the Platform and of the Operator's technological, organisational and intermediary services for the duration of the Contract. These services are free of charge for the Client; the Operator is remunerated for them by the HCP (clause 7.3).

Depending on the currently available functionalities of the Platform, the Operator's services may include in particular:

1. a)the creation and management of the Client's user account,
2. b)making the initial questionnaire technically available,
3. c)technically ensuring the transfer of data intended for the relevant HCP,
4. d)the intermediation of contact between the Client and the relevant HCP,
5. e)the assignment of an HCP, in particular according to the Client's state of residence or another relevant territorial criterion of the Client,
6. f)technical and organisational arrangements for booking consultations, if this functionality is available,
7. g)technically ensuring the ordering of and payment for the health services of the HCP through a payment gateway in favour of the HCP,
8. h)technical communication tools between the Client and the HCP, if available,
9. i)notifications, reminders and organisational information related to the use of the Platform,
10. j)other non-clinical functionalities of the Platform currently made available to the Client.

The scope of the Platform's functionalities may change in the course of its development. Such a change must not, without a legal reason, substantially reduce the scope of the service for which the Client has paid.

The Operator's service is not healthcare and does not replace a medical examination, diagnostics, treatment or any other healthcare.

One of the services of the Platform is the intermediation of contact between the Client and the relevant contracted HCP. A specific HCP is assigned after the Client has completed the initial questionnaire, according to the objective organisational criteria under clause 3.2.

An HCP may be assigned to the Client in particular according to:

1. a)the state or territory in which the Client is located or in which the healthcare is to be provided,
2. b)the HCP's authorisation to provide the relevant type of healthcare,
3. c)language capabilities,
4. d)the availability of the HCP,
5. e)other objective organisational criteria of the Platform.

The assignment of an HCP by the Operator does not constitute a medical assessment of the Client's state of health or a decision on the Client's suitability for a specific treatment.

Whether healthcare can be provided to the Client by means of telemedicine, whether an in-person examination is necessary and what further medical procedure is suitable is decided exclusively by the HCP or the relevant doctor.

The intermediation of contact with the HCP does not give the Client an entitlement to the prescription of a specific medicine, to a specific form of treatment or to the achievement of a particular treatment outcome.

Before a specific HCP is allocated, the Platform may technically make available to the Client an initial health questionnaire, the purpose of which is to obtain the data necessary for the subsequent professional assessment of the Client's state of health by the relevant HCP.

After the initial health questionnaire has been completed, the relevant HCP is allocated to the Client via the Platform according to the objective organisational criteria set out in Article III of these Terms. The Operator does not use the content of the Client's health answers for the medical assessment of the Client's suitability for a specific HCP, a specific treatment or a specific medicine.

The medical content of the questionnaire and the criteria relevant to the professional assessment of the state of health are determined or professionally approved by the HCP or by an authorised healthcare professional involved in the provision of the relevant healthcare.

The Operator does not medically evaluate the Client's answers and does not, on their basis, independently decide on the diagnosis, indication, contraindication, suitability of treatment, choice of medicine or its dosage.

The health data provided in the questionnaire are intended for subsequent professional assessment by the relevant HCP. The Operator does not use them for its own medical purposes.

The Operator shall ensure appropriate technical and organisational measures aimed at ensuring that only persons whose access is necessary and authorised have access to the content of the health data.

The legal position of the Operator in the processing of health data is assessed according to the specific phase, purpose and manner of processing. If, after a specific HCP has been allocated, the Operator provides the technical transfer, storage, hosting or another technical operation involving health data for the HCP, it carries out such processing to the extent corresponding to the actual legal position of the parties and not for the purposes of its own medical assessment of the Client.

Details of the processing of personal data, including health data, of the legal position of the individual entities, and of the purposes and legal bases of processing are set out in the separate information on the protection of personal data available on the Platform.

The Client is obliged to provide true, up-to-date and complete information in the health questionnaire. Withholding health data or providing incorrect health data may affect the ability of the HCP to assess the Client's state of health safely and professionally.

Following the intermediation of the relevant HCP, the Client may enter into a separate legal relationship with the HCP for the purpose of the provision of healthcare.

From the moment the relationship with the HCP arises, the Client acts, in relation to the provision of healthcare, as a patient of the HCP.

The HCP provides healthcare in its own name, under its own professional responsibility and through healthcare professionals authorised to provide it.

Before a paid health service is ordered, the identity of the HCP (business name or name, registered office and Company ID (IČO)), the nature of the health service being ordered and its price must be communicated to the Client in an appropriate manner.

Via the Platform, the Client orders the following health services from the HCP:

1. a)a first consultation, which is a video consultation with a doctor of the HCP,
2. b)ongoing care, which is a monthly service comprising one check-up consultation with a doctor of the HCP in each monthly period and follow-up care according to the doctor's professional assessment,
3. c)an additional consultation, if the doctor or the Client considers it necessary beyond the check-up consultation.

The contract for the provision of the health services under clause 5.5 is concluded by the Client with the HCP, which is the seller of those services. In the conclusion of that contract and in the payment of the price, the Operator acts as an intermediary and as the operator of the Platform, not as a healthcare provider.

The Operator does not decide on the medical content of the healthcare provided by the HCP.

The decision on the suitability of treatment rests exclusively with the relevant doctor.

Neither the completion of the questionnaire, the payment of the price of the HCP's health services, the intermediation of an HCP nor attendance at a consultation gives the Client an entitlement to:

1. a)the determination of a specific diagnosis,
2. b)the commencement of pharmacological treatment,
3. c)a specific medicine,
4. d)a specific dose of a medicine,
5. e)the issuing of a medical prescription,
6. f)the continuation of treatment already commenced.

If the doctor concludes that pharmacological treatment is not suitable or safe, the doctor is entitled not to prescribe the medicine or to change or terminate the treatment.

A medical prescription is issued exclusively by an authorised healthcare professional in accordance with the relevant legal regulations and through a system which that professional is authorised to use for this purpose.

a.clinic does not sell or dispense medicines. The price of the first consultation, of ongoing care or of an additional consultation is neither the price of a medicine nor the price for issuing a medical prescription.

Unless a different price is expressly stated when ordering, the prices of the HCP's health services ordered via the Platform are:

1. a)first consultation: 50 EUR,
2. b)ongoing care: 29 EUR per one monthly billing cycle,
3. c)additional consultation: 49 EUR; the doctor may also provide it free of charge.

When ordering, 79 EUR, which covers the first consultation and the first month of ongoing care, is held (authorised) on the Client's payment card. The held amount is taken in favour of the PZS of the doctor who gave the Client the first consultation, once it has taken place. If the first consultation has not taken place by then, the amount is taken before the hold expires, as a rule within 7 days of the order, in favour of the PZS of the doctor the Client is assigned to at that time; the Client's right to the first consultation remains. If the Client withdraws from the contract before the amount is taken, the hold is released and nothing is taken. Further payments of 29 EUR for ongoing care are paid monthly, the first of them 30 days after the order.

The prices under clause 7.1 are prices of the HCP, and payments are made in favour of the HCP. The Operator ensures their technical processing through the payment gateway and receives consideration from the HCP for the Platform services. The Client does not pay the Operator separately for the use of the Platform.

The prices do not include, in particular:

1. a)the price of medicines,
2. b)the price of laboratory or diagnostic examinations,
3. c)other services or products of third parties, unless expressly stated otherwise.

Payments are made by cashless means through the payment gateway available on the Platform, using a payment method supported by the relevant payment service provider.

Ongoing care is ordered for an indefinite period with a monthly billing period.

At the end of each billing period, ongoing care is automatically renewed for the next monthly billing cycle and its price will be charged again via the payment method chosen by the Client, unless the Client cancels ongoing care before the next renewal in the manner available in the user account or in another manner indicated on the Platform.

Before submitting the order, the Client is informed of the prices, the automatic renewal of ongoing care, the frequency of the recurring payments and the conditions for its cancellation.

The cancellation of ongoing care must not be made conditional on steps that are unreasonable or substantially more complicated than those that were necessary to order it.

Cancellation of ongoing care stops its further automatic renewal. Unless legal regulations or specific circumstances provide otherwise, the Client may use the check-up consultation and the Platform until the end of the billing period already paid for.

Prices may change for the future. The Client must be informed in advance of a change in the price of ongoing care so that the Client has the opportunity to cancel it before the new price takes effect.

The Client receives a confirmation of each payment by email. The document confirming payment for the health services is issued by the HCP in accordance with legal regulations.

The Contract between the Operator and the Client is concluded electronically via the Platform. The contract for health services between the Client and the HCP is concluded via the Platform by submitting the order under clause 8.4.

Before the order is submitted, the Client will be provided in particular with information on the main nature of the health services, the identity of the HCP and of the Operator, the prices, the monthly and automatically renewing nature of ongoing care, the manner of its cancellation, the right to withdraw from the contract and other information required by legal regulations.

Before concluding the Contract, the Client must have the opportunity to become acquainted with these Terms and with the information on the protection of personal data.

The order will be completed by activating a button or a similar function clearly indicating that submitting the order gives rise to an obligation for the Client to pay the price.

By accepting the Terms, the Client confirms that they had the opportunity to become acquainted with them before concluding the Contract.

Payments are made through the payment gateway available on the Platform in favour of the HCP. The processing of the payment transaction itself is carried out by an independent payment service provider in accordance with the terms of the relevant payment method. The Operator processes payment-related data only to the extent necessary for the conclusion and performance of the Contract, the recording of payments, invoicing and the fulfilment of its statutory obligations.

The Operator shall provide the Client with a confirmation of the conclusion of the Contract and of the contract for health services on a durable medium (by email) to the extent required by legal regulations, together with these Terms and the information on withdrawal from the contract (Annex 1).

A Client who is a consumer has the right to withdraw from the Contract and from the contract for health services concluded with the HCP via the Platform, without giving a reason, within 14 days from the date of their conclusion. The Client has this right also to the extent that the Client would not otherwise have it under legal regulations.

The Client may exercise the right of withdrawal:

1. a)using the online withdrawal function in the user account,
2. b)by email to martin@a.clinic,
3. c)by letter to the address of the Operator's registered office.

The Client may use the model form (Annex 2), but is not obliged to do so. The withdrawal period is met if the Client sends the withdrawal before the period expires. The Operator also accepts the withdrawal on behalf of the HCP.

The Operator shall confirm to the Client receipt of the withdrawal without undue delay on a durable medium (by email).

If the Client requests that the provision of the service begin before the expiry of the withdrawal period, the Operator shall, before commencing the provision of the service, ask the Client for an express request to the extent required by legal regulations.

If the Client withdraws after the provision of the service has commenced at the Client's express request, the Client shall pay the price for the performance provided up to the date of withdrawal: for the first consultation, if it has already taken place, its price, and for ongoing care, a proportionate part of the monthly price. If the first consultation has been provided in full at the Client's express request and the Client was informed that the Client thereby loses the right of withdrawal in respect of that service, the right of withdrawal in respect of the first consultation lapses.

Payments to which the Client is entitled following withdrawal will be refunded to the Client within 14 days from the date on which the withdrawal is received, using the same means of payment as the Client used, unless otherwise agreed with the Client. The Client will not incur any further fees as a result.

The right to withdraw from the Contract and the cancellation of the automatic renewal of ongoing care are two different legal acts. Cancellation of ongoing care has effect for the future, whereas withdrawal is governed by this Article and by the relevant provisions of legal regulations.

Information on the right to withdraw from the contract is set out in Annex 1, and the model withdrawal form in Annex 2, of these Terms.

The Client is obliged to provide true and up-to-date data when registering.

The Client is obliged to protect their login credentials against misuse by a third party.

The Client must not allow another person to impersonate the Client through the Client's account, in particular when communicating with the HCP or completing the health questionnaire.

The Operator is entitled to temporarily restrict or block an account in the event of a reasonable suspicion of misuse, a security incident or a serious breach of these Terms.

The Operator processes the Client's personal data in accordance with the applicable legal regulations on the protection of personal data.

The scope and the legal position of the Operator in the processing of data depend on the purpose of the specific processing.

In respect of data necessary for the operation of the user account, the conclusion and performance of the Contract, payments, invoicing, the security of the Platform and the fulfilment of its own statutory obligations, the Operator may act as an independent controller of personal data.

In respect of health data, the legal position of the Operator is assessed according to the specific phase, purpose and manner of processing. After a specific HCP has been allocated, the Operator may, in technical operations performed for that HCP, act as a processor of the HCP, if this corresponds to the actual purpose and manner of processing.

The Operator does not perform a medical assessment of the Client's health data for its own purposes. Details of the processing of health data both before and after the allocation of a specific HCP are set out in the separate information on the protection of personal data.

Detailed information on the individual processing operations, legal bases, retention periods, recipients and the rights of data subjects is set out in the separate information on the protection of personal data.

The Operator shall make reasonable efforts to ensure the proper functioning of the Platform.

The Operator does not guarantee the continuous availability of the Platform without any interruption, in particular during maintenance, updates or security interventions, or in the event of occurrences beyond its reasonable control.

The Platform is not intended for dealing with acute or life-threatening health conditions.

In the event of an acute or life-threatening condition, the Client must seek the relevant medical assistance without delay or contact the relevant emergency services.

The Operator is liable to the Client for the proper provision of its own services in accordance with the Contract and mandatory legal provisions.

The Operator does not bear professional medical liability for healthcare provided by an independent HCP.

The relevant HCP or healthcare professional is liable, to the extent laid down by legal regulations, for the professional correctness of healthcare, the medical assessment, the diagnosis, the indication or contraindication of treatment, the choice of medicine, the dosage and the issuing of a medical prescription.

No provision of these Terms excludes or limits the liability of the Operator to the extent that such liability cannot be excluded or limited under mandatory legal provisions.

The Client may lodge a complaint (claim) with the Operator concerning the Platform services, an order or a payment by email to martin@a.clinic or by letter to the address of the Operator's registered office. In the complaint (claim), the Client shall state in particular their name, the email address of the user account, a description of the defect and what the Client is seeking.

The Operator shall confirm receipt of the complaint (claim) by email without undue delay and shall handle the complaint (claim) no later than 30 days from the date on which it was lodged. The Operator shall issue the Client with a written document confirming how the complaint (claim) was handled.

Complaints (claims) concerning professional healthcare provided by the HCP are to be lodged with the relevant HCP in accordance with legal regulations. At the Client's request, the Operator shall forward such a complaint (claim) to the relevant HCP without undue delay.

If the Operator receives a submission which, by its content, concerns the healthcare of the HCP, the Operator may inform the Client of the need to contact the relevant HCP; this is without prejudice to the statutory obligations of the Operator.

If a Client who is a consumer is not satisfied with the manner in which the Operator has handled their complaint (claim), or believes that the Operator has violated their rights, the Client has the right to contact the Operator with a request for redress.

If the Operator responds to the Client's request for redress in the negative or does not respond to it within 30 days from the date on which it was sent, the Client has the right to submit a proposal to initiate alternative resolution of a consumer dispute to the competent alternative dispute resolution entity pursuant to Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes and on Amendments to Certain Acts, as amended.

The competent entity for alternative resolution of consumer disputes may be, in particular, the Slovak Trade Inspection (Slovenská obchodná inšpekcia, www.soi.sk) or another competent entity entered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic. A Client residing in the Czech Republic may also contact the Czech Trade Inspection Authority (Česká obchodní inspekce, www.coi.cz). If several entities are competent for the alternative resolution of a particular dispute, the right to choose the entity belongs to the Client to the extent laid down by legal regulations.

Alternative resolution of a consumer dispute is without prejudice to the Client's right to apply to the competent court.

A patient may also lodge a complaint about the healthcare provided with the Health Care Surveillance Authority (Úrad pre dohľad nad zdravotnou starostlivosťou) or with the competent authority under legal regulations.

The Contract is concluded for an indefinite period.

The Client may cancel the automatic renewal of ongoing care at any time in the manner set out in these Terms, and may terminate the Contract at any time by cancelling the user account.

The Operator may terminate the Contract in particular in the event of a serious or repeated breach of the Terms, misuse of the Platform, a threat to its security, or if further provision of the service is objectively not possible.

Termination of the Contract between the Client and the Operator does not in itself determine the continuation or termination of healthcare provided by the HCP. This matter is governed by the separate relationship between the patient and the HCP and by the relevant legal regulations.

The Operator must not, by the Contract ceasing to exist, interfere with the obligation of the HCP to preserve, maintain or make available medical records in accordance with legal regulations.

The Operator may appropriately amend these Terms, in particular due to changes in legal regulations, in the functionalities of the Platform, in security requirements or in the business model.

If a change substantially affects the rights or obligations of the Client while paid ongoing care is in place, the Operator informs the Client of the change in advance on a durable medium.

If the Client does not agree with a change that substantially adversely affects the Client, the Client must have the opportunity to terminate the Contract before such change takes effect, unless legal regulations or the nature of the change justify a different procedure.

The legal relationships between the Operator and the Client are governed by the legal order of the Slovak Republic, without prejudice to the rights of the consumer arising from the mandatory provisions of the legal order that apply to the consumer.

If any provision of the Terms is invalid or unenforceable, this does not affect the validity of the other provisions, unless legal regulations provide otherwise.

The current version of the Terms is available to the Client on the Platform in a manner that allows it to be stored and reproduced.

These Terms take effect on 5 October 2026.

You have the right to withdraw from a contract concluded via the a.clinic Platform without giving any reason within 14 days. The withdrawal period expires 14 days after the day on which the contract was concluded.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from the contract by an unequivocal statement. You may use the online withdrawal function in your user account, or write an email or a letter to the following contact details:

a.clinic, s. r. o.
Jakabova 3621/45, Bratislava-Ružinov 821 04
Email: martin@a.clinic

You may use the model withdrawal form (Annex 2), but it is not obligatory. The withdrawal period is met if you send your communication concerning your exercise of the right of withdrawal before the period has expired. We will confirm receipt of your withdrawal by email without undue delay.

Effects of withdrawal: if you withdraw, we will refund all payments to which you are entitled without undue delay and in any event no later than 14 days from the day on which we received your notice of withdrawal. We will make the refund using the same means of payment as you used, unless you have expressly agreed to a different method; in any event, you will not incur any further fees as a result.

If you requested that the provision of the service begin during the withdrawal period, you shall pay the price for the performance provided up to the moment you informed us of your withdrawal: for the first consultation, if it has already taken place, its price, and for ongoing care, a proportionate part of the monthly price. If the first consultation has been provided in full at your express request, the right of withdrawal in respect of the first consultation lapses.

Complete and return this form only if you wish to withdraw from the contract.

To: a.clinic, s. r. o., Jakabova 3621/45, Bratislava-Ružinov 821 04, email: martin@a.clinic
I hereby give notice that I withdraw from the contract for the provision of the following service: ...
Date of order: ...
Name and surname: ...
Email address of the user account: ...
Address: ...
Signature (only if this form is submitted on paper): ...
Date: ...