Terms and Conditions

These General Terms and Conditions regulate the relations between "HAPPY EARS" Ltd. (UIC: 205650203), hereinafter referred to as the "Provider," and the users of the platform https://telemediker.com/, hereinafter referred to as "Users" or "Patients."

Telemediker is a platform for providing telemedicine services – medical video consultations with licensed Doctors. Through the Platform, Users can:

• Register and create an account
• Browse doctors by specialty, additional information, prices, and terms
• Enter into agreements for one-time medical video consultations
• Make electronic payments through the Platform
• Submit star reviews about Doctors after finishing a video consultation
• Receive information about new content or services
• Exercise rights under the Consumer Protection Act

Platform Services Include:

• Virtual Consultations: Real-time interactions with Doctors for diagnoses or treatment recommendations
• Electronic Prescriptions: Where permitted by law, Doctors may issue electronic prescriptions
• Medical Advice: Access to evidence-based guidance on preventive care and health management
• Appointment Management: Tools to schedule, reschedule, or cancel consultations
• Secure Chat Correspondence: Access to consultation notes during and after video consultations

To use the services provided through the Platform:

• Users must have a device connected to the internet that allows browsing and video communication
• Browsing the Platform is completely free and accessible
• Registration is required to request and use services
• Services are geographically restricted to Bulgarian and German jurisdictions

Registration Requirements:

• Registration is free for any natural person over 18 years of age
• For people under 18, explicit consent of a parent or legal guardian is needed
• A valid email address and password are required
• Users must provide accurate and up-to-date information
• Users must accept the General Terms and Conditions

Booking Process:

• After opening an Account, browse Doctor's Information cards
• Select a Doctor and access their schedule
• Book a 20-minute appointment
• Provide consent for receiving telemedicine service and complete payment
• Receive a confirmation email with date and time of the appointment
• Receive reminders 12 hours and 1 hour before the appointment

Rescheduling and Cancellation:

• More than 3 hours before: Reschedule without additional fee or receive a full refund for cancellation
• Less than 3 hours before: Rescheduling is not possible; new booking required with new fee; cancellation is non-refundable
• Doctor cancels: If no suitable alternative is found, you receive a full refund
• Doctor is late: Refund available only if you wait until the end of the booked period

Payment Process:

• Services require payment before the consultation
• All fees are clearly displayed before booking
• Prices are stated in EUR; VAT is not charged per Art. 113, para. 9 of the VAT Act
• Invoices are issued upon successful payment

Payment Methods:

Payments are processed through secure third-party providers (STRIPE) compliant with PSD2 and PCI-DSS:

• Credit/debit cards (Visa, MasterCard)
• Digital wallets (PayPal, Apple Pay, subject to availability)

Refunds:

Fees are generally non-refundable unless:

• Technical failures prevent the consultation
• A Doctor cancels and no suitable alternative is offered
• Statutory rights under EU Directive 2011/83/EU apply

Refund requests must be submitted to contact@telemediker.com within 14 days of the transaction.

By using the Platform, you agree to:

• Provide Accurate Information: Submit truthful, complete, and up-to-date medical and personal information
• Identification: Identify yourself to the Doctor at the start of each video consultation
• Lawful Use: Use the Platform solely for lawful purposes in compliance with these Terms and applicable laws
• Follow Medical Advice: Adhere to instructions and recommendations provided by Healthcare Providers
• Confidentiality: Do not record or disclose consultation content without consent
• Technical Requirements: Ensure a stable internet connection and compatible device
• Respectful Conduct: Interact respectfully with Doctors
• Account Security: Maintain confidentiality of your account credentials

Provider Rights:

• Receive compensation for provided services
• Modify prices and parameters of offered services
• Request data necessary for user identification and verification
• Refuse service if user does not meet requirements
• Suspend or restrict access if services are used in violation of terms or laws
• Temporarily interrupt services during maintenance

Provider Obligations:

• Grant users access to manage services through the Platform
• Provide services fully and professionally
• Offer technical support
• Ensure appropriate conditions for technical operation
• Maintain services in proper technical condition
• Provide high level of security within technical capabilities

The Provider is NOT liable for:

• Damages caused by incorrect, incomplete, or inaccurate data provided by users
• Appointments with Doctors practicing in a different country than the patient's residence
• Health outcomes from failure to provide accurate information or follow medical advice
• Damages from untimely request or failure to modify services
• Non-fulfillment of Patient's obligations under these Terms
• Poor quality of software or hardware used by users
• Force majeure, accidental events, or internet problems
• Breaches of security on technical equipment

The Provider may suspend or terminate your access:

• With reasonable prior notice, for any reason
• Immediately if you violate these Terms, provide inaccurate information, or engage in fraud
• When required by applicable laws or regulations
• If the Provider discontinues the Platform

Termination by User:

You may terminate your account at any time by contacting us. Upon termination:

• Your data will be handled in accordance with our Privacy Policy
• Termination does not relieve you of obligations incurred prior to termination

Our customer service department can resolve most issues quickly. Contact us at contact@telemediker.com.

Applicable Law:

These Terms are subject to Bulgarian and German Health, consumer, and privacy laws.

Consumer Rights:

As a consumer, you have the right to:

• Refer matters to the competent court in your place of residence
• File a complaint with the relevant consumer protection authority
• Visit https://ec.europa.eu/consumers/odr to resolve disputes online

The Platform and all materials are protected by copyright, patents, trademarks, and other legal rights.

You are NOT allowed to:

• Display Content to a public audience or in a public space
• Bypass, disable, or circumvent encryption or copy protection measures
• Copy, reproduce, distribute, modify, or create derivative works
• Use data mining tools, robots, or other data extraction tools
• Perform reverse engineering or decompile the Platform

Unauthorized copying, editing, or distribution of copyrighted material may result in severe criminal and civil penalties.

• "Provider": "HAPPY EARS" Ltd.
• "Service": Access to video consultation with a Doctor
• "Consumer": Any natural person using services not intended for commercial activities
• "User": Any natural person who accesses the Platform but is not a Patient or Registered User
• "Registered User": Any person who has completed registration but has not purchased a service
• "Patient": Any natural person who has booked, paid for, and received telemedicine service
• "Platform": https://telemediker.com/
• "Content": Any available text or video content on the Platform
• "Force Majeure Event": Unforeseen circumstances making service provision objectively impossible