Условия использования Medova

These Terms govern the use of Medova, available at medova.health, and of the related software made available to healthcare providers.

The service is operated by EPKO sp. z o.o., ul. Podleśna 2, 05-270 Marki, Poland, registered in the National Court Register under number 0000908693, tax ID (NIP) 1251720637, statistical ID (REGON) 389307530 (the Provider or Medova).

These Terms are made available free of charge before a contract is concluded and remain accessible at a stable address in a form that can be downloaded and stored.

They consist of a common part, a part for Patients (section 5) and a part for Providers on a subscription (sections 6-11). If you are a Patient, sections 6-11 do not apply to you.

Medova is not a healthcare provider. We do not provide medical services, do not diagnose, do not give medical advice and do not employ medical staff to treat users of the service.

• Service - the websites in the medova.health domain together with the user panel.
• User - anyone using the Service.
• Patient - a User looking for information or booking an appointment for themselves or someone in their care.
• Provider - a healthcare entity or other health-sector entity that maintains a profile in the Service or uses the Software.
• Software - the subscription tools for calendar, front desk, patient communication and reporting made available to a Provider.
• Account - the resources and permissions assigned to a User after registration.
• Subscription - a paid plan for using the Software, billed periodically.
• Content - text, images, reviews, ratings and other material posted in the Service by Users or Providers.
• Consumer - a natural person acting outside their trade, business or profession, and a sole trader treated as a consumer under applicable consumer law.

Some features require an Account. Registration is voluntary and free. By providing data you undertake that it is true and current, and you keep your login details safe from third parties.

The contract for maintaining an Account is concluded when registration is confirmed and runs for an indefinite period. You may terminate it at any time by deleting the Account.

A booking made in the Service is an invitation to conclude a contract with the Provider, not a contract with Medova. The contract for a health service arises between you and the Provider on the terms it sets.

• Confirmation: after you submit a request you receive confirmation that it was received. Binding confirmation of the appointment comes from the Provider.
• Price and scope are set by the Provider. Prices shown in the Service come from it and are indicative unless the service explicitly states otherwise.
• Cancelling and rescheduling: you can cancel using the link in the confirmation message or from your Account. Rules on late cancellation, including any fees or deposits, are set by the Provider and disclosed before booking.
• Reminders are sent by SMS or email on behalf of the Provider. Their content never states the reason for the visit or the speciality.
• Complaints about a medical service go to the Provider. Medova is responsible only for the operation of the booking tool.

The contract for using the Software is concluded when a Provider account is created and these Terms are accepted by a person authorised to represent the Provider, and for a paid plan when the Subscription order is confirmed.

• Verification: we may check the Provider's registration details (tax and statistical identifiers, entry in the register of healthcare entities) and the authority of the person creating the account. Some features may be unavailable until verification is complete.
• Staff accounts: the Provider creates and revokes access for its staff and is responsible for their actions in the Software as for its own. It undertakes to revoke access without undue delay for anyone who has left its organisation.
• Provider's representations: the Provider represents that it operates lawfully, holds the required registrations and permits, and that the content it publishes, including service descriptions and prices, complies with the law, in particular rules on advertising healthcare services and medicinal products.
• Processing agreement: using the Software requires concluding a data processing agreement, accepted in the panel when the account is created. Without it we do not make available features that process patient data.

• Plans: the Software is available on a free plan and on paid plans. The scope, price and billing period of each plan are presented in the Service and in the panel before an order is placed. The price list in force at the time of ordering applies.
• Prices are stated net unless expressly indicated otherwise, with VAT added at the applicable rate. For sales to a taxable person in another EU Member State who provides a valid EU VAT number, the reverse charge mechanism applies.
• Payment is made in advance for each billing period through a payment provider. We neither receive nor store card details.
• Invoices are issued electronically and made available in the panel; the Provider consents to this form.
• Late payment: after an unsuccessful reminder and an additional period of no less than 7 days we may suspend access to paid features. Suspension never removes the Provider's ability to export its data.
• Price changes do not affect a period already paid for. We give at least 30 days' notice before the start of the next billing period; not accepting a change entitles the Provider to terminate with effect at the end of the current period.
• Plan changes upward take effect immediately with pro-rata settlement; downward changes take effect from the start of the next billing period.

• Renewal: a Subscription renews automatically for the same further period unless terminated before it ends. For annual subscriptions we send an email reminder at least 14 days before renewal.
• Termination by the Provider: at any time, in a single action in the panel, with effect at the end of the paid period. There is no cancellation fee and no reason is required.
• Termination by Medova: on 30 days' notice. For serious reasons, in particular a material breach of these Terms, unlawful conduct or a threat to data security, we may terminate with immediate effect, stating the reason.
• Effects of termination: after the contract ends the Provider retains 30 days to export its data in a machine-readable format. After that we delete the data in accordance with the processing agreement, subject to statutory retention periods.
• Refund: where Medova terminates through no fault of the Provider, we refund the fee for the unused part of the paid period on a pro-rata basis.

When using the Software the Provider undertakes not to:

• send commercial communications through the Software to people who have not consented, or use the appointment reminder channel for marketing;
• enter data about people who are not its patients or towards whom it has no legal basis for contact;
• place health information in descriptive fields, service names or message content in a way visible to unauthorised people;
• share account access outside its own organisation, resell access or make the Software available to third parties;
• attempt to reverse engineer the software, circumvent technical limits or load the infrastructure disproportionately to normal use;
• use the Software for unlawful purposes, including advertising that breaches healthcare legislation.

Breach entitles us to suspend access; before suspending we call for the breach to stop and set a deadline, unless delay would endanger data security or the breach is flagrant.

• We make every effort to keep the Software continuously available. We do not guarantee uninterrupted availability unless a separate agreement defines a service level.
• Planned maintenance is announced at least 24 hours in advance and we aim to schedule it outside provider working hours.
• Unplanned outages are resolved without delay, and we notify providers of any failure that materially impairs use, in the panel or by email.
• Support is provided electronically at support@medova.health on business days. Issues blocking a provider's work are treated as priority.
• Changes and development: we develop the Software and may change how features work. A feature essential to daily work is withdrawn with at least 60 days' notice, and we point to a replacement where one exists.

For patient data entered into the Software the Provider is the controller and Medova is the processor, acting solely on the Provider's documented instructions within the limits of the processing agreement.

• The processing agreement sets out the subject matter and duration of processing, categories of data, the parties' obligations, the list of sub-processors, breach notification rules and how to object to a new sub-processor.
• We give notice of an intention to add a new sub-processor within the period stated in the processing agreement.
• The Provider is responsible for the legal basis for processing its patients' data, for the information it gives patients and for the lawfulness of the data it enters.
• Medova is responsible for the security of the data entrusted to it, for keeping providers' data separate and for carrying out the controller's instructions within the scope of the processing agreement.
• Patient requests concerning data we process on a Provider's behalf are forwarded to that Provider, and we support it in handling them.

By posting Content you are responsible for it and confirm that you are entitled to post it. We work to limit misinformation and abuse, but we cannot guarantee the authenticity of every review.

• A Consumer who has concluded a distance contract for a paid service may withdraw from it within 14 days of conclusion, without giving a reason (Polish Consumer Rights Act of 30 May 2014, Article 27, implementing Directive 2011/83/EU).
• To withdraw, send an unambiguous statement to office@medova.health. You may use the model form set out in Annex 2 to that Act.
• If at your express request we begin performance before the period expires, we will ask you to acknowledge that you lose the right of withdrawal once the service has been fully performed (Article 38(13) of that Act).
• Payments are refunded within 14 days of receiving the statement, using the same payment method, with no additional charges.
• A free Account involves no payment; you end it by deleting the Account at any time.

The software, design, trade marks, databases and editorial content of the Service are protected by law and belong to the Provider or its licensors.

• A Provider receives a non-exclusive, non-transferable right to use the Software for the duration of the contract, for its own purposes only.
• Data entered by a Provider and its patients remains its data; we acquire no rights to it beyond what is needed to deliver the service, and we do not use it to train artificial intelligence models.
• For statistics and product development we may use only aggregated data from which no person or provider can be identified.
• Copying or using protected material beyond what mandatory law permits is prohibited.

• Features based on language models are labelled wherever a user sees their output, and a conversation with the voice assistant is preceded by a statement that you are speaking to a machine.
• Model output can be inaccurate. It must not be the basis of clinical decisions. Before using generated text in contact with a patient, the Provider reviews it by a human.
• We do not use patient data or Provider content to train models, and the model vendors we use operate in a zero-retention mode.
• Medova does not triage symptoms, does not derive individual vaccination intervals from patient parameters and does not draft medical records automatically. These would require certification as a medical device and are outside the scope of this service.
• Details, including the register of systems and human oversight, are in AI Transparency.

We are liable for failure to perform or improper performance of the service under general rules, subject to the following.

• We are not liable for medical services provided by Providers, nor for the consequences of decisions taken solely on the basis of information in the Service.
• Towards Providers (parties who are not consumers) our liability for damage is limited to the fees paid in the 12 months preceding the event, excluding loss of profit.
• These limitations do not apply to wilful misconduct, gross negligence, personal injury, or to the extent that excluding liability towards a consumer is not permitted.
• Force majeure: we are not liable for failure to perform caused by events beyond the parties' reasonable control.

Complaints about the operation of the Service are submitted by email to office@medova.health. Describe the problem, when it occurred and how to reach you. We respond within 14 days.

• We may change these Terms for valid reasons: changes in law, case law or decisions of authorities, changes in the scope or manner of the services, security, or changes to the price list or to our suppliers.
• We notify registered Users by email or by a notice in the panel at least 14 days before a change takes effect, and Providers on a Subscription at least 30 days in advance.
• Not accepting a change entitles you to terminate the contract before it takes effect, with effect from the preceding day; for a Subscription, with effect at the end of the paid period.
• Contracts concluded before a change remain governed by the previous wording until the end of the notice period.

• Governing law: Polish law. This choice does not deprive a Consumer of the protection of mandatory rules of the country of their habitual residence.
• Jurisdiction: for disputes with Providers, the court with jurisdiction over the Provider's registered office. Disputes with Consumers are heard by the court determined under general rules.
• Language versions: these Terms are available in the languages in which the Service operates. In case of discrepancy the Polish version prevails.
• Severability: invalidity of a provision does not affect the remainder; the provision closest to the economic purpose of these Terms applies in its place.
• Assignment: the Provider may transfer rights and obligations under the contract to another entity in the case of transformation, merger or sale of the business, with prior notice. Consumers and Providers may then terminate the contract.
• Personal data and cookies are described in the Privacy Policy and the Cookies Policy.

What the 16 September 2026 version changed: sections 6-11 were added, covering the use of the software by healthcare providers (conclusion of contract, subscription and billing, termination and renewal, acceptable use, availability and support, and the division of roles for patient data); section 5 on appointment booking, section 15 on artificial intelligence and the rules on search result ordering were added; the reference to the EU ODR platform, shut down in July 2025, was removed.

EPKO sp. z o.o.
ul. Podleśna 2
05-270 Marki, Poland
KRS: 0000908693 · NIP: 1251720637 · REGON: 389307530

General enquiries and complaints: office@medova.health
Provider support: support@medova.health
Data protection: dpo@medova.health
Security reports: security@medova.health