Terms & Conditions
- USE OF THE PLATFORM
- This Platform is owned and operated by TAILORDOC HEALTH EXPERIENCE S.L. (Sociedad Unipersonal), a Spanish commercial company with registered address at C/ del Poeta Querol, 5, 1st, 2nd. 46002 Valencia, Valencia, Spain, VAT ID B-13663497 (hereinafter referred to as “TailorDoc”).
- The User declares: (i) to be over 18 years old and to have the necessary legal capacity to enter into this agreement and use this Platform in accordance with these T&C, which they fully understand and acknowledge, (ii) that all information provided to access this Platform, before and during its use, is true, complete, and accurate, and undertakes to keep it up to date.
- The User is responsible for treating passwords provided by TailorDoc to access the Platform confidentially and ensuring that unauthorised third parties do not have access to them.
- The User agrees not to use this Platform for illegal or prohibited purposes. In particular, the User accepts that services purchased through this Platform will be for their own use or consumption, or for the use or consumption of individuals on whose behalf they are legally authorised to act. The User may not resell services purchased through this Platform to third parties.
- TailorDoc reserves the right to deny access to the Platform at any time without prior notice.
- PLATFORM OPERATION
- Through this Platform, TailorDoc provides a range of medical, surgical, and healthcare services related to the diagnosis, prevention, and treatment of diseases in the field of private medicine by arranging, contracting, and coordinating the necessary elements, both personnel and material, for this purpose (hereinafter referred to as “the Service” or, if multiple, “the Services”). For the purposes of these T&C, “Doctor” shall mean the healthcare professional responsible for providing the contracted Service.
- TailorDoc acts as an intermediary between the Service User and the Doctor. When You purchase a Service through this Platform, you are entering into two contracts: (a) a contract directly with the Doctor in relation to the selected Service offer, subject not only to these T&C, but also to those of the Doctor and/or medical centre where the Service is provided, and (b) another contract with TailorDoc in relation to the mediation service offer. Consequently, TailorDoc is not a party to the relationship between the Doctor and the User and is not responsible for any disputes that may arise between them. The Doctor is solely responsible for the success of the treatment to be performed, and TailorDoc is entirely exempt from any liability.
- By using this Platform to contract a Service, you authorise TailorDoc to act as your representative during the purchase process with the Doctor, as well as to make payment on your behalf and ensure that the transaction between you and the Doctor is carried out correctly.
- The steps in contracting and payment of the Service will begin when you enter the website and click on the “Book Appointment” button, after which a contact form will be displayed where you must provide:
- First Name.
- Last Name.
- Phone Number.
- Email Address.
- Add additional comments (optional).
Within a maximum period of 48 hours, you will be contacted via email, SMS, or WhatsApp.
The customer service team, based on the request made, can either directly resolve the contact, refer you to a Patient Experience Manager for a video call, or initiate the process of booking a medical consultation with the Doctor responsible for your treatment.
- Scheduling a video call with a Patient Experience Manager
If you wish to schedule a video call with our Patient Experience Manager, you will receive a link through email, SMS, or WhatsApp. This link will allow you to select the video call system from the options presented, as well as choose the day and time of the appointment from the available options.
To ensure the proper functioning of the platform, you cannot request a video call within a period of less than 48 hours from the time of the request.
The details of the video call will be confirmed via email, SMS, or WhatsApp, along with a contact link for you to connect.
- Providing medical records and booking a medical consultation
In the event that you request the booking of a consultation with the Doctor responsible for your treatment, it will be necessary for you to provide relevant medical records for the treatment (health history, images, and laboratory results) beforehand.
To provide the medical records, you will receive a link via email, SMS, or WhatsApp. This link will take you to our secure document upload portal, where you can securely upload the medical records.
Within the following 72 hours, you will receive a link via email, SMS, or WhatsApp, presenting you with various consultation options with the Doctor responsible for your treatment.
Once we have communicated the consultation options, you will have up to 48 hours to confirm the consultation that best suits your needs and proceed with the corresponding payment.
Regarding medical data, the following rules shall apply:
- You must provide relevant medical records that are no older than 6 months, so that the responsible Doctor can make a diagnosis and plan your treatment.
- ii. The Doctor may request additional tests. These tests may be requested prior to or even after the diagnosis is concluded:
- Before the diagnosis: when the Doctor considers that the provided tests do not allow for an accurate diagnosis or if they are older than 6 months. The cost will be covered by you.
- After the diagnosis: when the Doctor considers that the physical condition or progression of the condition requires additional verification before proceeding with the treatment. The cost will be included in the budget and treatment plan. However, if these tests lead to a modification of the initial diagnosis and treatment plan, the increased treatment cost will be borne by you.
- Once the consultation is conducted and after receiving the diagnosis and treatment recommendation from the responsible Doctor, you can proceed with the contracting process.
- Signing the Budget and Informed Consent.
You will receive a budget along with a document to collect your informed consent regarding your treatment, alongside the signature of the Doctor. You must review, accept, and sign these documents in order to proceed with the process.
- Pay the Signed Budget Amount.
Once you have reviewed, accepted, and signed both the budget for your treatment and the informed consent, you will automatically receive a notification detailing the steps to make the final payment. The transaction will be conducted in accordance with the provisions outlined in section “3. Purchase Conditions”.
After the payment is made, you will receive a provisional purchase confirmation email, including all details of the requested services. The processing and final confirmation of your purchase are subject to the complete receipt of payment. Once this occurs, a final confirmation email will be sent to you, indicating that your purchase and payment have been successfully processed.
If, due to circumstances beyond TailorDoc’s control, any service included in your purchase cannot be processed, we will contact you as soon as possible to inform you and assist you in finding possible solutions.
- A User who has contracted a Service will have the following rights:
- Obtain answers to questions related to their condition and/or the treatments to be performed.
- Participate in decisions about the care to be provided by the Doctor.
- Provide informed consent for applicable treatments, formalising any necessary documents.
- Know the medical team attending to them at all times.
- Both TailorDoc and the Doctors with whom the User can contract Services are dedicated to providing continued support and defending the rights of Users in a considerate and compassionate manner. Emphasis is placed on confidentiality, dignity, and safety, while respecting cultural, psychological, spiritual, and religious values.
- We reserve the right to cancel your purchase if we have reasonable grounds to believe it is fraudulent – for example, if the payment method is not legally valid and/or you are not the legitimate owner of the payment method used, among other reasons. In such circumstances, we will contact you via email or with your bank. If we cannot reach you or your bank, your purchase will be automatically cancelled.
- In accordance with EU Directive 2000/31/EC and Article 27 of Law 34/2002 of July 11, on Information Society Services, we inform you that the purchase confirmation you receive via email is proof of your contractual relationship with TailorDoc in a durable medium, which you can consult and print as many times as necessary.
- PURCHASE CONDITIONS
- Cancellations and Modifications
- Video Consultation
Cancellation or rescheduling of a Video Consultation will be allowed as long as it is communicated at least 24 hours prior to the scheduled date and time.
Cancellation with less than 24 hours’ notice will not result in a refund of the paid amount.
Non-appearance for a Video Consultation without prior notice will not result in any refund of the paid amount.
- Medical Treatment
Cancellation of medical treatment without the need for any justification is possible at any time before payment.
Once payment is made, cancellation or rescheduling of medical treatment (operating room reservation, medical fees, implants, and other contracted materials) will be allowed as long as it is communicated at least 24 hours prior to the scheduled date and time.
If part of the services included in the treatment has already been provided, you will receive a refund of the paid amount minus the incurred cost, which will be duly justified.
In case of non-appearance without prior notice, the refund of the medical treatment amount will be provided after deducting medical and/or hospital expenses incurred due to non-appearance. This may include time reserved by medical staff, facility reservations, and return of contracted materials, among others.
In the case of purchasing service packages at a reduced price due to bulk contracting, and in situations where the number of sessions may vary, the following rules will apply:
- If you cancel after partially using the package, the price of the services already consumed will be recalculated at the standard unit price, with the difference being the refund amount.
- Only sessions that have been effectively conducted and those whose cancellation has been communicated with less than 24 hours’ notice will be charged.
- Sessions that have been booked and cancelled with a minimum notice of 24 hours prior to the scheduled date and time will not be charged.
In the event of a cancellation, a management fee will be charged by the platform for service intermediation between the involved parties, amounting to 150 euros.
- Changes in Cancellation Policy
We reserve the right to modify this cancellation policy at any time. The changes will come into effect from the date of publication of the revised policy and will not affect contracts already concluded before that date.
- Prices and Payment Methods
The complete final price of the selected Service, along with its breakdown, will be shown to you once you have chosen the Service you wish to contract, and before you are bound by any contract or payment obligation.
Your purchase will not be processed until full payment is made. In this case, to process your purchase, you must accept the updated price at the time of payment. In the event of any payment-related issues, we will contact you within forty-eight (48) hours after your purchase (or within twenty-four (24) hours if you are travelling within the next forty-eight (48) hours) and provide instructions on how to complete the payment.
You can only pay using the payment methods detailed on the platform. No payment methods other than those indicated on the platform are accepted.
For increased security, you will be required to enter all the information from your bank card for each purchase you make with TailorDoc, unless you expressly consent for us to store that information for future purchases. This information will not be stored on our systems beyond what is necessary to process your purchase payment and, where applicable, process refund requests for unearned fees. Please note that TailorDoc will necessarily have to share your bank card data with the Doctor to formalise your purchase. All information will be encrypted on a secure server. You authorise TailorDoc to use your bank card information (i) to make the purchase of requested Services and process related administrative fees, (ii) for processing any applicable refunds, and (iii) for charging post-reservation services as required.
Regarding payment methods, the following rules will apply:
- Payment by Credit/Debit Card (Visa, Maestro, or MasterCard, Servi Red): Payments made through this system will be transmitted to the financial entity “Banco Bilbao Vizcaya Argentaria (BBVA)” responsible for providing the respective remote electronic payment service, without any third party having access to it. Users will be subject to validation and authorization of their card by the issuing bank. If it is declined, our system will inform you immediately when finalizing the purchase.
During the verification process, data such as address, or postal code may be disclosed for security, prevention, and fraud detection purposes. Despite this, whenever your data is disclosed, it will remain secure as TAILORDOC.COM uses standard SSL (Secure Socket Layer) security technology. Therefore, all information you transmit through the tailordoc.com website travels encrypted over the network. Credit card data will be entered directly into the secure website of the mentioned financial entity, with none of this data being stored on our servers.
All information provided regarding credit or debit cards remains in a secure payment gateway through the SERVIRED / SERMEPA servers, so tailordoc.com does not have access to this data at any time. This data is managed directly by banking institutions through secure Verified by Visa and MasterCard Secure Code protocols, ensuring protection of data against third parties.
You must ensure that you are fully authorized to use the credit card provided through the tailordoc.com website. Credit card fraud is considered a crime under our legislation, and legal action may be taken against anyone who conducts fraudulent transactions through our website.
- To make your payment, you have the option to make a deposit into an account or a bank transfer. The necessary details for both processes are provided below:
- Bank Entity: Banco Bilbao Vizcaya Argentaria (BBVA).
- Bank Account Number: ES82 0182 7710 4602 0254 6011.
- Account Holder: TAILORDOC HEALTH EXPERIENCE S.L.U.
There are two payment methods:
- Deposit into Account: Make a deposit at any BBVA branch.
- Bank Transfer: Opt for a direct transfer to the indicated account.
To ensure that your payment is correctly associated with the requested service, please include the following data in the transfer or deposit concept:
- Transfer or Deposit Concept: Your name, last name, and treatment code.
TailorDoc strives daily to reduce or minimise the effects of fraudulent credit card transactions. For this purpose, we reserve the right to conduct random checks, and we may ask you to send us proof of your address and a copy of the debit or credit card via fax or postal mail if our system detects that your transaction may be fraudulent. Please note that these checks are only carried out during our regular office hours. As a result, all bookings made outside of our office hours cannot be issued until the next business day. Also, note that you will be responsible for the costs and expenses incurred in relation to sending the proof of address by fax or postal mail, requesting a bank transfer, and/or any action required to securely process your purchase.
It is your responsibility to possess all the necessary and valid documentation to receive the contracted services. TailorDoc is in no way responsible for the consequences that may arise from not possessing the correct documentation.
- In compliance with the provisions of Organic Law 15/1999 of December 13 on Personal Data Protection (“LOPD”) and its implementing regulations, we inform you that the personal data you provide will be incorporated and processed in an automated file owned by TAILORDOC HEALTH EXPERIENCE S.L. (“Client File”), for the purpose of providing and offering our services, sending you commercial communications we believe may be of interest to you after your purchase, and occasionally conducting surveys, statistics, and market trend analysis.
- , we inform you of the possibility of exercising your rights of access, rectification, cancellation, and opposition to your personal data, as recognized by Articles 15 and following of the LOPD, by sending an email to the following address: email@example.com, indicating in the “Subject” line the right you wish to exercise. You can also send a written request to Calle Poeta Querol, 5, 1º 2ª, 46002, Valencia, Spain. In either case, you must enclose a photocopy of your ID card so that we can verify your identity.
- In accordance with the provisions of EU Directive 95/46/EC and Article 11 of the Data Protection Act (LOPD), we inform you that when contracting the products and services we offer on our Platform, we will need to disclose your personal data to the Doctor, who will be obliged to use your data solely and exclusively to fulfil the delivery of the product or the provision of the contracted service, as well as to comply with the rest of the provisions of the LOPD. We will also disclose your data to other providers in the event of contracting a service offered on the Platform, and to the TailorDoc Group companies that provide intra-group services to TAILORDOC HEALTH EXPERIENCE SL of an administrative and/or technological nature related to database processing, always in strict compliance with the purposes for which they were collected and the rest of the provisions of the LOPD.
- A cookie is a small text file that is downloaded to your computer through the Platform sites you visit. It stores data that your browser sends back to the Platform sites each time you visit them or navigate from one page to another. Some cookies are essential to successfully use a Platform site, as they allow you to remember information that has already been entered, such as selected flights or whether you have logged in. Other cookies store browsing and booking habits to collect analytical data on site activity or to show you different products based on your apparent interests.
- You should configure your cookie preferences in each browser (Internet Explorer, Google Chrome, Mozilla Firefox, Safari, or Edge). There are usually several ways to manage cookies: enable or disable cookies entirely, delete specific cookies already stored in the browser, block certain Platform sites from storing cookies on your computer, or block third-party cookies (while browsing one Platform site, another Platform site stores cookies on your computer).
Use the following links for more information on managing cookies in each of the major browsers:
- Google Chrome: https://support.google.com/chrome/answer/95647?hl=es
- Mozilla Firefox: https://support.mozilla.org/es/kb/habilitar-y-deshabilitar-cookies-sitios-web-rastrear-preferencias
- Microsoft Edge: https://support.microsoft.com/es-es/microsoft-edge/eliminar-las-cookies-en-microsoft-edge-63947406-40ac-c3b8-57b9-2a946a29ae09
- Safari: https://support.apple.com/es-es/guide/safari/sfri11471/mac
- Opera: https://help.opera.com/en/latest/web-preferences/#cookies
Additionally, we offer a simple option to manage or delete all cookies from a single site: https://www.youronlinechoices.com/
- This Platform site uses different types of cookies:
- Technical cookies: which are strictly necessary for the operation of the Platform site.
- Functionality cookies: which are strictly necessary to provide the services requested by users of the Platform site.
- Analytical cookies: which allow us to check how visitors navigate the Platform site, as well as record the content they view and find interesting. These cookies help us improve the service we offer, ensuring that our users find the information they seek.
- Social cookies: which are necessary on social networks (Facebook, Google, and Twitter) to control interaction with social widgets on the Platform site.
- Associated cookies: which allow us to track visits from other Platform sites with which we have partnership agreements.
- Identification cookies: which allow us to identify visitors to the Platform site who are already our customers and/or registered users, in order to send personalised commercial communications to customers and/or registered users who have recently visited us.
- Behaviour based advertising cookies: which collect information about your preferences and choices on the Platform site. They are intended for advertising networks, which later use them to show you personalised advertising on other Platform sites.
- INTELLECTUAL AND INDUSTRIAL PROPERTY RIGHTS
- All content on this Platform (including, but not limited to, trademarks, text, graphics, logos, button icons, images, audio files, and software) is owned by TailorDoc or its content providers and is protected by national and international laws on intellectual and industrial property. The compilation (understood as the collection, arrangement, and assembly) of all the content on the TailorDoc Platform is the exclusive property of TailorDoc and is protected by national and international laws on intellectual and industrial property. All software used on the TailorDoc Platform or owned by its software providers is protected by national and international laws on intellectual and industrial property.
- Any other use of the content of this Platform is strictly prohibited, including reproduction, modification, distribution, transmission, subsequent publication, display, and/or total or partial representation. In particular, any use of the images contained on this Platform outside of it is strictly prohibited without the express consent of TailorDoc and/or its providers.
- TailorDoc and other product names, services, graphics, and logos of TailorDoc are internationally registered trademarks. Names of other products, services, and companies mentioned in this document may be registered trademarks of their respective owners.
- LIMITATION OF LIABILITY
- TailorDoc publishes information on various services offered by third parties on its Platform, and it does not guarantee the quality of such services provided by the Doctor, other Service providers, or those providing other contracted services. The limitation of TailorDoc’s liability will be in accordance with the applicable law at any given time.
- If due to force majeure (including, but not limited to, political or economic disorders or other situations of instability affecting security) there are deficiencies in the operation of the Platform, TailorDoc and/or the TailorDoc Group companies shall be exempt from any legal liability arising from such deficiency or non-compliance.
- LINKS TO OTHER PLATFORM SITES
- This Platform may contain links to other Platform sites that are not managed by TailorDoc. TailorDoc exercises no control over such Platform sites and is not responsible for their content.
- The inclusion of links to other Platform sites does not imply that TailorDoc promotes, endorses, guarantees, or recommends those sites. These links are used solely as informative references, without any assessment of content, owners, services, or products offered on them.
- OTHER APPLICABLE TERMS AND CONDITIONS
- Queries and complaints regarding your purchase
Contact our customer support department by sending an email to the following address: firstname.lastname@example.org if you have any queries or complaints regarding your purchase. If you have a complaint related to a Doctor, make sure to formally initiate your complaint with that Doctor.
- Changes to the general terms and conditions
TailorDoc may modify or update these T&C at any time, without prior notice. The current version of the T&C will be displayed on the Platform from the date these changes take effect. We encourage you to check the current T&C each time you make a purchase on this Platform.
- APPLICABLE LAW AND JURISDICTION
These T&C shall be interpreted and governed by Spanish law.
We inform you that if you are a consumer resident in any European Union member country, you have the right to use your own jurisdiction to file legal actions against TailorDoc. Otherwise, any dispute that may arise between you and TailorDoc will be resolved in the Courts of Valencia city, in accordance with the prevailing legislation.