Terms of service

These terms explain the use of Medocta’s website, accounts and service arrangements. Medocta helps people discover professionals and care services, make bookings, arrange payment and coordinate support. The provider and arrangements for a particular service should be identified in its listing, quotation or confirmation.

Read these terms alongside the information for the service you choose. A booking, care plan, partner service or organisation agreement may have additional conditions, which should be provided before you commit. Ask us about any unclear or conflicting information before proceeding. Additional conditions do not remove your statutory rights.

The Privacy Policy explains the use of personal information. It is separate from agreeing to a purchase or consenting to clinical care.

Provide accurate contact details and keep information relevant to your bookings up to date. Protect your sign-in details and do not share passwords or verification codes. Contact support if you suspect someone is using your account without permission.

Use the service in your own capacity or through an appropriate authorised representative. Age requirements, consent arrangements and the ability to receive a particular service depend on that service and the patient’s location. For a child or someone who needs assistance, confirm the appropriate representative and consent arrangements before booking.

Clinical care is provided by the professional or organisation identified for the service. Review their profile, role, credentials, consultation types and service information. Country approvals and professional scope affect which services can be offered to a patient in a particular location.

A published or verified profile does not guarantee an available appointment or that a treatment is suitable for you. The treating professional determines suitability and discusses the proposed care, relevant risks and alternatives with you. You can ask questions before deciding whether to proceed.

Website information and public community answers are not a personal diagnosis or an individual treatment plan. Medocta is not an emergency service. In an emergency, call your local emergency number.

Identify the person receiving care, any authorised representative and the person paying. They may be different people. Provide accurate recipient details and confirm your authority to act when arranging care on someone else’s behalf.

Paying for a relative, employee or sponsored patient does not automatically give you access to their clinical records, messages or treatment decisions. Access requires the appropriate authority, consent and account permissions. Share patient information only through the service’s approved channels.

Before confirming, check the patient, professional, service, country, visit type, date, time and timezone. Review the price, what is included, any preparation requirements and the applicable cancellation conditions.

A profile view, enquiry, request or payment attempt is not a confirmed booking. Check the booking status and confirmation in the account used to arrange the service. For services arranged by enquiry, wait for the team’s confirmation of availability and next steps.

Attend at the agreed time and provide the information needed for the appointment. If you cannot attend, need an interpreter or have accessibility requirements, contact the service team promptly so the options can be reviewed.

Check the amount, currency, included services and any separately charged items before authorising payment. The selected offer or quotation should identify the payment schedule and any platform, coordination or partner charges. Ask for clarification where the total or service scope is unclear.

For a recurring plan, review its duration, included sessions, eligibility, renewal arrangements and how to stop future renewal. Cancelling a plan and cancelling an appointment are separate actions. The applicable plan information should explain the effect on access and payments.

If a payment fails or its status is unclear, check the transaction and confirmation before trying again. Contact support with the reference, amount, currency and payment date. Do not send card numbers, banking passwords, PINs or one-time codes.

The selected service or plan sets out the notice period, change options and any applicable charges. These conditions may differ between services. Review them before confirming; there is no single cancellation period or refund rule for every Medocta service.

To change or cancel an appointment, use the available action in the booking account. If the action is unavailable, contact support with the reference and requested change. Keep the confirmation of a completed cancellation or reschedule. A request alone does not confirm a change.

To request a refund, provide the booking or order reference, payment date and reason through support. The team reviews the request against the applicable service conditions and your legal rights and confirms the outcome. A refund request is not approval of a refund.

If the provider cancels, the service is not supplied as agreed or something goes wrong, contact support to review the available remedy. Your statutory rights remain applicable; service conditions cannot remove rights that the law protects.

Tests, imaging, medicines, devices and overseas treatment coordination have their own provider requirements and service arrangements. A request does not guarantee availability, clinical suitability, a prescription, supply, import permission or a particular delivery date.

For an enquiry-led service, review the provider’s assessment, quotation, what is included and any collection or delivery arrangements before authorising payment. Medicines and devices may require supporting documents and checks by the appropriate professional or supplier. Discuss clinical questions with the treating professional.

For business, funded-care or white-label arrangements, the agreed proposal and organisation contract define the service scope and responsibilities. Funding care does not itself authorise the organisation to deliver clinical care or access patient records.

For a remote visit, check the instructions, device permissions and connection before the appointment. Choose a suitable private setting and tell the professional where the patient is located. A remote appointment may need an in-person assessment or another service where appropriate.

If a connection or platform problem prevents access, contact support and the service team using the details in your confirmation. Explain what happened and quote the booking reference. Any alternative arrangement, reschedule or refund is reviewed against the circumstances, service conditions and your legal rights.

The Privacy Policy describes the handling of personal information and how to make a data request. Clinical providers and other service partners may have their own privacy notices and responsibilities; review the notices relevant to your service.

Use secure service channels for health documents and private clinical discussions. Public community posts, reviews and general enquiry forms should not contain information you do not intend to share there. General email support may require a further identity or authority check before information can be disclosed.

Account closure and deletion of all records are different requests. Some records may need to be retained for applicable clinical, legal or transaction purposes. Ask the team about the information concerned and the options available.

Use Medocta respectfully and lawfully. Only upload or publish material you have permission to share. Public questions, answers and reviews should not expose another person’s private information or impersonate a professional or organisation.

Content may be reported and reviewed against the platform’s community and service rules. A public answer or review does not replace clinical assessment. Medocta and other rights holders retain rights in their own website material; obtain permission for uses that require it.

• Do not harass, threaten, discriminate against or abuse other people.
• Do not submit fraudulent details, misleading credentials or unauthorised payment information.
• Do not attempt to bypass access controls, disrupt the platform or access another person’s records.
• Do not use public posts or ordinary support messages to share passwords, payment credentials or confidential patient documents.

Access may need to be restricted where there is a security risk, suspected fraud, unlawful use, serious abuse or a need to protect patient safety. Contact support if you believe a restriction is mistaken. A restriction does not remove your rights concerning payments, records or services already purchased.

If an access problem affects an existing booking or ongoing care, tell the team promptly so the service arrangements can be reviewed. Do not rely on a public account or general enquiry for urgent clinical support.

Nothing on this page excludes or restricts statutory consumer rights, liability that cannot lawfully be excluded, or the ability to seek a remedy available under applicable law. The rights relevant to a transaction depend on the service and the countries involved.

If you are unhappy with a service, explain what happened, when it happened, the reference and the outcome you are seeking. Identify the provider where possible so the concern can be routed appropriately. Keep the confirmation and correspondence relevant to the issue.

Contacting support or using a complaints process does not prevent you from exercising your legal rights. If you need an accessible format or help communicating your concern, tell the team what assistance you need.

The page revision identifies the text you are reading. Keep a copy of the terms and the service-specific information supplied with your booking or agreement. A page update alone does not retrospectively change an existing booking, price or agreement.

For questions about these terms, contact Medocta support. Include a booking or order reference if relevant, but leave out medical documents and payment credentials. The team can explain the service arrangement and route a privacy, payment or clinical concern to the appropriate contact.