Provisional documents: company registration and legal review are in progress. Placeholders are marked in the text.

Terms of Use for Patients

> DRAFT — pending legal review. This document is a working draft. It must not be published or applied until reviewed and approved by qualified legal counsel in the Republic of Croatia and until all items marked [ ...] are completed. > > COURTESY TRANSLATION. The Croatian version („Uvjeti korištenja za pacijente") is the sole binding version; this English text is provided for convenience only.

1. Introductory provisions

These Terms of Use ("Terms") govern the use of the online platform available at medkit.ltd (the "Platform") by patients and other visitors ("you").

The Platform is operated by [ legal entity name and form], with its registered seat at [ registered address], registered with the court register: [ court of registration and registration number (MBS)], OIB (personal identification number): [ OIB], e-mail: [ contact email] ("medkit", "we").

"Practice" in these Terms means a healthcare institution, a company performing healthcare activities, or a private healthcare professional whose profile is published on the Platform.

By using the Platform you confirm that you are aware of these Terms. The processing of personal data is governed by the separate Privacy Notice, available via the link in the footer of every page. Awareness of these Terms is not consent to the processing of personal data; where consent is required by law, it is collected separately in the booking process.

2. medkit is an intermediary, not a healthcare provider

medkit is an online booking intermediation service: it lets you search a directory of healthcare providers and book appointments with Practices.

medkit is not a healthcare institution or a healthcare provider within the meaning of healthcare regulations and does not provide medical advice, diagnosis, or treatment.
The healthcare contract is concluded exclusively between you and the Practice. medkit is not a party to that contract and is not responsible for the provision, quality, availability, scope, or outcome of healthcare services.
The choice of Practice and practitioner is solely your decision. Booking through the Platform does not create a doctor–patient relationship between you and medkit.
Content on the Platform (directory, profiles, service descriptions, reviews) is informational only and does not constitute medical advice or a recommendation.

3. Emergencies

> This platform is not for emergencies. In an emergency call 112 or emergency medical services on 194.

Do not use the Platform for conditions requiring urgent medical care. Booking requests are not monitored in real time and do not guarantee a timely reaction by the Practice.

4. Free service; no payments through the Platform

The Platform service is free of charge for patients. medkit does not charge patients any fee and never processes patient payments — there are no charges, advance payments, deposits, or commissions of any kind through the Platform. Any questions of price and payment for healthcare services are settled exclusively and directly between you and the Practice.

5. Use without a user account

No user account is needed to book an appointment, and patient user accounts do not exist on the Platform. After booking, you receive an e-mail confirmation at the address you entered, containing the appointment details, a calendar attachment (.ics), and a personal link for viewing and cancelling the appointment.

That link is the only way to access your appointment through the Platform. Keep it safe and do not forward it: anyone in possession of the link can view basic appointment details and cancel the appointment. If you lose the e-mail, contact the Practice directly or write to us at [ contact email].

6. Booking appointments

When booking, you select a Practice, a service, and an available slot, and enter your details in a standard booking form, the same for all Practices: your first and last name, e-mail address, and phone number (required), and the reason for the visit (optional).

Depending on the Practice's settings, the appointment is either reserved immediately or recorded as a request that the Practice subsequently confirms or declines. The Practice may confirm, change, or cancel the appointment in accordance with its own rules; medkit transmits your request but does not guarantee the appointment will take place.

Reminder: do not use the Platform's booking for urgent conditions (see Section 3).

7. Cancellation, changes, and no-shows

You may cancel an appointment via the personal link in the confirmation e-mail, without logging in and free of any charge by medkit.
The examination and treatment themselves are subject to the Practice's own rules (e.g. cancellation deadlines, handling of late arrivals). Inform yourself of these with the Practice.
If you do not attend an appointment and have not cancelled it, the Practice may record this as a no-show in its records.
medkit may refuse or cancel a booking resulting from misuse of the Platform (Section 11). We will in principle notify you of such a decision at the e-mail address given at booking, with reasons where feasible, unless the law provides otherwise.

8. Waiting list

With some Practices you may join a waiting list (name and e-mail address). Joining a waiting list is not a reservation and not a guarantee of an appointment; the Practice may, but need not, contact you if a slot becomes available. To be removed from a waiting list, contact us at [ contact email].

9. Accuracy of information

You warrant that the data you enter when booking (name, e-mail address, phone number, reason for visit) are accurate and relate to you, or to a person you are authorised to represent. An incorrectly entered e-mail address means you will not receive the confirmation or the cancellation link.

10. Minors

An appointment for a person under 16 years of age is booked by a parent or guardian, who enters their own contact details or details they are authorised to provide.

11. Prohibited use

When using the Platform it is in particular prohibited to:

book fictitious appointments or appointments with no intention of attending;
book on behalf of other persons without their authorisation;
enter untrue information or impersonate another person;
enter unlawful, offensive, or third-party personal content into free-text fields (reason for visit, reviews);
scrape content, access the Platform at scale in an automated way, or interfere with its operation or security mechanisms.

In the event of misuse, medkit may restrict access to the Platform and cancel bookings resulting from the misuse (with notice in accordance with Section 7).

12. Reviews

After an appointment booked through the Platform, you may publish a review (a rating from 1 to 5, an optional comment, and an optional publicly displayed name).

A review can be submitted only via the personal link from the booking confirmation. Every review is therefore tied to an appointment actually booked through the Platform. We do not additionally verify whether the visit actually took place.
A review must describe your own experience, be truthful, and must not contain unlawful or offensive content or personal or health data of third parties.
Published reviews are publicly visible on the Practice's profile, including the publicly displayed name if you entered one.
You may edit your review via the same personal link. To have a review removed, contact us at [ contact email]; removal is currently performed manually.
We do not commission, pay for, or alter the content of reviews; paid placement based on reviews does not exist.

13. Reporting illegal content and moderation

If you believe content on the Platform (e.g. a review) is illegal or contrary to these Terms, report it to [ DSA point of contact email] with a link to the content and an explanation.

We review reports manually; we use no automated content decision-making. We remove content that is illegal or contrary to these Terms. We will in principle inform the person who submitted the report of our decision. We will in principle inform the person whose content was removed or restricted at an available e-mail address, with reasons where feasible, unless the law provides otherwise.

14. Directory of healthcare providers; unclaimed profiles

The directory on the Platform also contains profiles imported from a public register — the National Register of Healthcare Providers maintained by the Croatian Institute of Public Health (name, address, category of activity, date the data was taken). These "unclaimed" profiles are published without the Practice's involvement and:

may be outdated or incomplete; they are published "as is", for information purposes;
do not mean that the Practice uses the Platform or has any contractual relationship with medkit;
can be claimed by the Practice for management (the claim flow) or their removal can be requested via the form available on the profile page — honoured removal requests are permanently respected and the profile is not re-imported.

The order in which search and directory results are displayed is not a medical recommendation or a ranking of quality, and paid placement does not exist.

15. Personal data protection

The processing of personal data is described in the Privacy Notice (link in the page footer). From the moment your booking request reaches the Practice, the Practice is an independent controller for the purposes of providing healthcare; for data relating to your treatment and medical records, contact the Practice directly.

16. Right of withdrawal

The Platform service is free of charge for patients and you may stop using it at any time; a booked appointment can be cancelled via the personal link (Section 7). Under consumer protection regulations, healthcare services are excluded from the rules on distance contracts; your relationship with the Practice is governed by that Practice's rules and the applicable regulations.

17. Liability

The Platform is provided as a free service, on an "as is" basis. We do not guarantee uninterrupted availability of the Platform, or the completeness or currency of directory data (in particular for unclaimed profiles, Section 14).
medkit is not liable for the provision, quality, availability, or outcome of healthcare services, for the conduct of Practices (including confirming, changing, or cancelling appointments), or for disputes between you and a Practice.
To the maximum extent permitted by mandatory law, medkit's liability for damage arising from use of the free Platform service is excluded. Nothing in these Terms excludes or limits liability for damage caused intentionally or by gross negligence (Article 345 of the Croatian Obligations Act) or the rights you have as a consumer under mandatory law.

18. Consumer complaints (prigovor)

In accordance with Article 10 of the Croatian Consumer Protection Act (Zakon o zaštiti potrošača, NN 19/22, 56/23), you may submit a written complaint:

by e-mail to: privacy@medkit.ltd
by post to: [ complaints postal address]

We will respond to a complaint in writing within 15 days of its receipt. We keep records of complaints for at least one year from receipt.

19. Alternative dispute resolution

If a dispute is not resolved through the complaint procedure, in accordance with the Croatian Act on Alternative Resolution of Consumer Disputes (NN 121/16, 32/19) we inform you that the body competent for alternative resolution of consumer disputes is: [ competent ADR body]. medkit's participation in proceedings before that body: [ ADR participation statement (yes/no)].

20. Changes to these Terms

We may amend these Terms, for example due to changes in law or in the Platform's functionality. The current version, with the date of the last change, is always published on the Platform, and material changes will be announced on the Platform. Continued use of the Platform after publication of changes constitutes acceptance of the amended Terms; changes do not affect appointments booked before they take effect.

21. Governing law and jurisdiction

These Terms are governed by the law of the Republic of Croatia. Disputes fall within the jurisdiction of the competent court in the Republic of Croatia, without prejudice to mandatory rules on jurisdiction in consumer disputes.

22. Language and binding version

These Terms are drawn up in the Croatian language in Latin script. The Croatian version is the sole authentic and legally binding version; translations into other languages are provided solely for ease of understanding.

23. Contact

[ legal entity name and form], [ registered address], e-mail: [ contact email]

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Last updated: [ date]