MedBook 醫約 Platform Terms of Use

In these Terms:

“Healthcare Provider” means a medical practitioner registered in Hong Kong, a clinic, a healthcare institution or another appropriately qualified healthcare professional providing services through the Platform.

“Medical Services” include medical assessment, diagnosis, treatment, prescribing, medical certification, referral, supply of medication and other professional services provided by a Healthcare Provider.

“Patient” means the person receiving or proposing to receive Medical Services through the Platform, whether booking personally or through an authorised representative.

“Platform Services” include doctor and clinic information, booking management, communications, payment facilitation, technical support for teleconsultations and other Platform functions provided by us.

“User” or “you” means any person who accesses, registers for or uses the Platform.

The Platform helps Users find Healthcare Providers, request and manage appointments, make payments and, where applicable, connect to teleconsultation services.

Unless clearly stated otherwise during booking or payment, we provide the Platform Services, while the Medical Services are provided by the Healthcare Provider identified on the booking page, in the confirmation notice or before the consultation begins. As a general principle, the contract for Medical Services is between the Patient and that Healthcare Provider.

Before payment or booking confirmation, we will, where reasonably practicable, explain:

All diagnoses, treatments, prescriptions, referrals and other clinical decisions are made independently by the relevant Healthcare Provider. Nothing in these Terms limits any responsibility imposed on a healthcare professional by law or professional standards.

Health articles, search results, symptom tools and general information available through the Platform are provided for education and reference only. They are not personalised medical advice and do not replace a medical consultation.

The Platform and teleconsultation services are not emergency medical services.

If a Patient experiences chest pain, severe difficulty breathing, loss of consciousness, signs of stroke, a severe allergic reaction, uncontrolled bleeding, a seizure, serious trauma, a risk of suicide or harm to others, or any potentially life-threatening condition, call 999 immediately or attend the nearest accident and emergency department.

Do not use Platform messages, email or booking functions to seek emergency assistance.

You must be at least 18 years old and legally capable of entering into a contract to register an account independently.

Where a Patient is under 18, a parent or legal guardian must use the Platform, provide information and give any required consent on the Patient’s behalf. Unless the Healthcare Provider determines otherwise having regard to the Patient’s age, maturity, clinical circumstances and applicable professional requirements, a parent, legal guardian or another authorised adult must accompany the Patient during a teleconsultation.

Even where a Patient is a minor or lacks capacity to give consent personally, the Patient’s identity must still be appropriately verified when requested.

If you make a booking for a child, family member, elderly person or another individual, you confirm that:

We or the Healthcare Provider may request evidence of your authority or refuse, suspend or cancel the booking where there are reasonable concerns about that authority.

You must provide true, accurate, complete and current information and update it promptly when it changes.

Unless we expressly permit otherwise, you may hold only one personal account for yourself. You may use your account to make an authorised booking for another person under section 4, but you must not impersonate another person or transfer, sell, lend or share your account with an unauthorised person.

To verify identity, protect Patient safety, prevent fraud or comply with legal and professional requirements, we or a Healthcare Provider may require a Patient or representative to produce or submit a Hong Kong identity card, passport, birth certificate or other appropriate evidence. Any identity information will be collected, used, retained and erased in accordance with the Privacy Policy and the notice or information provided to you at the relevant point of collection.

Certain Platform features may require permission to use your device’s camera, microphone, notifications or other necessary functions. If you do not grant permission, those features may not operate properly. We will explain the purpose at the relevant data-collection or permission-request point.

You must take reasonable steps to protect passwords, verification codes and login credentials and must not disclose them to an unauthorised person. Notify us immediately if you discover or suspect unauthorised account use.

You are responsible for activity that you authorise or that results from your failure to take reasonable care of your credentials. These Terms do not transfer responsibility to you where unauthorised use results from a security incident or system vulnerability for which we are responsible.

We may require renewed identity verification or temporarily restrict an account where we reasonably suspect misuse, fraud, a security risk or a breach of these Terms.

Unless expressly stated otherwise on a particular service page, teleconsultations are provided by doctors within the Platform’s network who are duly registered in Hong Kong. Users may select a suitable time from the available time slots displayed on the Platform but may not designate a particular doctor. The Platform or relevant clinic will allocate a doctor according to duty arrangements and availability.

Doctors within the network generally charge the same basic consultation fee for the same category of service. Any different fee, surcharge or item excluded from the basic fee will be displayed before payment.

If a doctor becomes unavailable at short notice and a replacement is required, we or the relevant Healthcare Provider will notify you where reasonably practicable. A new booking is not required unless the replacement materially changes the service, fee or another important condition. If there is a material change, you may accept the alternative arrangement, reschedule or apply for a refund under the applicable policy.

Selecting a time slot or submitting information through the Platform does not necessarily mean that a booking has been accepted.

Unless otherwise stated on the booking page, an appointment is confirmed only when:

You are responsible for checking the appointment date, time, consultation method, Healthcare Provider or doctor-allocation arrangement, Patient details and charges.

A Healthcare Provider may decline, cancel or change an appointment for clinical suitability, capacity, insufficient information or another reasonable reason. Where reasonably practicable, we will assist with an alternative time, replacement service or refund.

Known consultation fees, Platform fees, medication charges, delivery charges and other applicable fees will be displayed before payment or booking confirmation.

Some charges may vary according to the actual consultation, treatment, medication or services required. Any additional charge that is not urgently required will, in principle, be explained to you and accepted by you before it is charged.

If a payment notice specifies a payment deadline, you must complete payment within that period. Failure to pay on time may cause the booking to lapse, delay the delivery of medication or documents, or suspend the relevant service. The applicable consequence will be stated in the payment notice.

Online payments may be processed by a third-party payment service provider. You agree to comply with any applicable payment-provider terms. Unless otherwise stated, we do not store complete payment-card details.

Where we collect a fee on behalf of a Healthcare Provider, we do so only as its collection agent. Successful payment to us discharges your payment obligation to that Healthcare Provider to the extent of the amount paid.

You must use a valid and lawfully authorised payment method. No additional amount will be charged automatically without your authorisation.

Applicable cancellation periods, lateness arrangements, no-show fees and refund terms will be displayed before booking or payment. Where a booking-specific policy conflicts with these Terms, the policy clearly presented to and accepted by you before payment will apply, without affecting rights that cannot be excluded by law.

Generally:

Refunds will be made to the original payment method. The time required for funds to appear depends on the relevant bank or payment provider.

Nothing in these Terms limits any statutory refund or remedy that cannot lawfully be excluded.

Teleconsultation is not appropriate for every medical condition. The doctor will consider the Patient’s condition, the information available, the need for physical examination, laboratory testing or imaging, and the quality of communications in deciding whether teleconsultation is safe and appropriate.

At any stage, the doctor may:

Such a decision may be necessary for Patient safety and does not by itself indicate a failure in service quality.

The doctor and Patient must be able to identify each other reliably. The doctor’s name and professional identity will be displayed on the Platform, in the confirmation notice or at the start of the consultation. At the start of the consultation, the Patient must verify their name, date of birth, identity and current location as requested.

Unless the Healthcare Provider expressly agrees in advance and confirms that providing services in the relevant jurisdiction is lawful and appropriate, teleconsultations are available only to Patients physically located in Hong Kong at the time of consultation. A Patient outside Hong Kong must disclose this when booking and at the start of the consultation.

The doctor may decline or end the consultation if the Patient’s identity, location, representative’s authority or contact details cannot be adequately verified.

The Patient should:

A teleconsultation may be interrupted by network, software, device or other technical problems. The doctor may continue by telephone, reschedule the consultation or recommend an in-person assessment. If technical or environmental limitations prevent the minimum clinical standard from being met, the doctor may end the teleconsultation and arrange or recommend another appropriate option.

No participant may record audio or video, take screenshots or otherwise capture a consultation without the prior express consent of all participants. Any agreed recording must also comply with applicable privacy, confidentiality and medical-record requirements.

The Patient must provide truthful and complete information about symptoms, medical history, allergies, current medication, pregnancy or breastfeeding, and any other information that may affect clinical judgment.

The quality of photographs, videos, measurements or device data may affect the doctor’s assessment. The Patient must not alter or misleadingly present such information.

Where treatment is affected by intentional concealment, misrepresentation or failure to provide material information, the Healthcare Provider may take this into account to the extent permitted by law.

Before using teleconsultation, the Patient or lawful representative must consent to receiving the consultation remotely through the Platform’s booking or consultation process, or confirm that consent to the doctor before the consultation begins. The doctor may also obtain or reconfirm any required consent according to the clinical circumstances.

Before consent is obtained, we or the doctor will provide or explain, in a reasonable manner, relevant information including how teleconsultation operates, its limitations, available alternatives, privacy risks, potential technological failure, contact arrangements, prescribing policies and follow-up care.

Acceptance of these Platform Terms does not replace the doctor’s responsibility to obtain appropriate clinical informed consent where required.

Whether any medication is prescribed, and its type, amount and duration, is determined solely by the doctor according to the Patient’s clinical needs and applicable professional requirements.

Completing or paying for a teleconsultation does not guarantee:

A doctor will issue a prescription or medical document only where the doctor considers that appropriate assessment and verification have taken place and that the issue complies with clinical and professional requirements.

Patients and carers must read and follow medication labels, dosage instructions, monitoring arrangements and safety advice. If in doubt, they should consult the doctor, pharmacist or relevant Healthcare Provider before taking the medication.

Prescription medication and medical documents are for the named Patient only. You must not sell, transfer, share or alter a Patient’s medication, prescription or medical document, or allow another person to use it.

Certain medicines may not be suitable for prescription through teleconsultation or delivery by a third party. All dispensing and delivery arrangements must comply with Hong Kong law and applicable professional requirements.

Where delivery of medication or medical documents is offered:

Unless the relevant Healthcare Provider confirms that the arrangement complies with all applicable legal and professional requirements, we will not arrange third-party courier delivery of dangerous drugs within the meaning of the Dangerous Drugs Ordinance (Cap. 134) or other restricted medicines.

Healthcare Providers will maintain systematic, true, adequate, clear and contemporaneous consultation and medical records in accordance with applicable law and professional requirements.

The Platform may collect, transmit, host or display certain medical information on behalf of or in support of a Healthcare Provider. Use and retention of that information are governed by the Privacy Policy, the notice or information provided to you at the relevant point of collection, and the Healthcare Provider’s privacy arrangements.

Consultation summaries, diagnoses, prescriptions, receipts or other information displayed in a Platform account are provided for convenient reference and may not constitute the complete medical record. If a copy displayed on the Platform differs from the formal record maintained by the Healthcare Provider under applicable requirements, you should verify the information with that Healthcare Provider.

The Patient is responsible for following medication, monitoring, investigation, follow-up and safety-netting instructions. If symptoms worsen, new symptoms develop or the condition does not improve as expected, the Patient should seek further medical attention rather than relying solely on the previous online consultation.

We take reasonable steps to keep Platform information accurate and current. Doctor and clinic information, availability, fees and other details may nevertheless be supplied or changed by the relevant Healthcare Provider.

Unless expressly stated otherwise, placement, search position, labels or prominence on the Platform do not constitute a medical recommendation, professional ranking or guarantee of clinical outcome.

We take reasonable steps to verify the registration status of doctors within the network. Users may also, where necessary, independently verify a Healthcare Provider’s registration or professional qualifications through the Medical Council of Hong Kong or another relevant registration body.

You retain any rights you hold in original reviews, photographs, comments or other content that you submit. You grant us a non-exclusive, royalty-free, worldwide licence to use, display, reproduce, reformat and distribute that content for operating, improving and promoting the Platform.

You confirm that submitted content:

We may decline, hide or remove content under reasonable moderation standards but are not required to review all content before publication.

You must not:

Except for User content and third-party content, the Platform’s branding, logos, interface, text, images, software, database structure and other content belong to us, our licensors or the relevant rights holders.

We grant you a limited, revocable, non-transferable and non-exclusive right to use the Platform for personal, non-commercial purposes.

You must not copy, modify, sell, rent, distribute, reverse engineer or otherwise exploit any part of the Platform without written permission, except where expressly permitted by applicable law.

We process personal data in accordance with the Personal Data (Privacy) Ordinance (Cap. 486), our Privacy Policy and the notice or information provided to you at the relevant point of collection.

At relevant collection points, we will explain:

To arrange Medical Services, we may need to disclose relevant information to Healthcare Providers, payment providers, technology suppliers, pharmacies, logistics providers and other necessary service providers.

We and a Healthcare Provider may each act as a separate data user in relation to personal data under our respective control. Healthcare Providers may also have their own privacy policies and legal or professional retention obligations.

We will take all practicable steps to protect personal data in our possession against unauthorised or accidental access, processing, erasure, loss or use, and will require service providers processing data on our behalf to adopt appropriate security and retention measures.

We will not use personal data for direct marketing unless we have lawfully obtained your consent or indication of no objection. You may withdraw direct-marketing consent in the manner described in the Privacy Policy.

The Platform may connect to third-party payment, video communication, mapping, pharmacy, delivery or other services.

We will use reasonable care when selecting and managing service providers, but third-party services may also be governed by their own terms and privacy policies. We do not control third-party websites or content unrelated to the Platform.

These Terms do not release us from any responsibility imposed by law when selecting, instructing or managing service providers that act on our behalf.

We use reasonable efforts to maintain the security and operation of the Platform but do not guarantee uninterrupted, delay-free or error-free availability at all times.

We may suspend part of the Platform for maintenance, updates, security incidents, legal requirements or another reasonable operational need. Where reasonably practicable, we will provide notice and take steps to minimise disruption.

When Tropical Cyclone Warning Signal No. 8 or above, a Black Rainstorm Warning, serious flooding, road closures or another situation may endanger Patients, healthcare personnel or delivery personnel, we or the relevant service provider may suspend, delay or alter consultation, dispensing or delivery arrangements.

Where fire, flood, extreme weather, natural disaster, epidemic, war, terrorism, industrial action, government action, transport disruption, failure of power or telecommunications, or another event beyond a party’s reasonable control directly causes delay or non-performance, the affected party will not be treated as being in breach to the extent and for the duration of that impact, but must take reasonably practicable steps to reduce the effect.

If such circumstances prevent a paid service from being provided within a reasonable time, we will, according to the nature of the service, arrange a new appointment, provide an alternative service or refund the amount attributable to the unprovided part. This section does not limit any statutory right or liability that cannot lawfully be excluded.

We may restrict, suspend or terminate an account where we reasonably believe that you:

Unless immediate action is required for safety, security, fraud-prevention or legal reasons, we will provide reasonable notice and an explanation.

Termination does not automatically cancel confirmed Medical Services or remove payment obligations already incurred. We will explain how outstanding bookings will be handled.

You may request account closure using the contact details in section 28. After closure, you may no longer be able to access information on the Platform. We and Healthcare Providers may nevertheless retain relevant information and medical records for any period required or permitted by law, professional obligations, dispute management or another lawful need.

We will provide the Platform Services with reasonable care and skill.

To the extent permitted by law:

Nothing in these Terms excludes or restricts:

If your intentional or grossly negligent fraud, unlawful use, infringement of third-party rights, unauthorised submission of another person’s information or material breach of these Terms directly causes a third party to bring a claim against us, you must, to the extent permitted by law and reasonably appropriate, indemnify us for the direct loss, legal liability and reasonable costs that we actually incur as a result.

This section does not apply to any part caused by the negligence, breach or misconduct of us, a Healthcare Provider or another third party. It does not require a consumer to assume any liability that is unconscionable, unfair or unenforceable under applicable law.

Complaints concerning diagnosis, treatment, prescribing or another clinical matter should first be submitted to the relevant Healthcare Provider. We may reasonably assist in forwarding or following up the complaint.

Complaints concerning the Platform, payment, accounts or data handling should be submitted using the contact details in section 28.

The parties should first attempt to resolve disputes through good-faith discussion. Nothing in these Terms restricts your right to complain to an appropriate regulator, enforcement authority or professional body.

We may revise these Terms from time to time to reflect changes in our services, law, security requirements or operational arrangements.

Where a revision has a materially adverse effect on User rights or responsibilities, we will provide reasonable advance notice through the Platform, email or another appropriate channel. Changes required for legal, regulatory or urgent security reasons may take effect immediately.

Unless immediate application is required by law, for security or to protect Users, confirmed bookings will generally remain subject to the version in effect when the booking was confirmed.

Continued use after the effective date of revised Terms constitutes acceptance. If you do not agree, you may stop using the Platform and request account closure. If a revision materially affects a prepaid service not yet provided, we will handle the unused amount in accordance with applicable law and the published terms.

We may send notices through your registered email address, telephone number, Platform messages, push notifications or Platform announcements.

You are responsible for keeping contact details accurate and checking notices concerning appointments and your account.

If any provision of these Terms is held invalid or unenforceable, the remaining provisions will continue in effect.

A failure or delay in exercising a right does not waive that right.

You may not assign your rights or obligations under these Terms without our written consent. We may assign these Terms to an affiliated company or lawful successor that takes over the Platform business, provided that your existing rights are not reduced and notice is given where required.

Except where expressly stated, no third party may enforce these Terms under the Contracts (Rights of Third Parties) Ordinance.

These Terms and any policies expressly incorporated into the relevant service process constitute the agreement between you and us concerning the Platform Services. This does not limit claims based on fraud, misrepresentation or rights that cannot lawfully be excluded.

These Terms are governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.

The courts of Hong Kong have exclusive jurisdiction over disputes arising from these Terms or use of the Platform, except where applicable law provides otherwise.

These Terms are available in Chinese and English. If there is any ambiguity or inconsistency between the two versions, the Chinese version prevails.

Operator: MedBook HealthTech Limited（醫約健康科技有限公司） Email: info@medbook.now