TERMS OF SERVICE

Version of 23 October 2026

English translation of the Italian «Condizioni di Servizio». In case of any discrepancy between the two versions, the Italian text prevails.

These General Terms of Service (hereinafter, the “Terms”) govern the use of the DOCTORIUM service provided by DOCTORIUM S.r.l. (hereinafter, the “Company”).

PREAMBLE

The services provided by the Company may be accessed by Italian citizens, as well as foreign citizens who, at the time they use the service, are in the territory of the Italian Republic, provided that they have reached eighteen years of age.

By subscribing to and purchasing the consultation, the user declares and warrants, under their own responsibility, that they are of age and that they are an Italian citizen or are in Italian territory at the time the service is provided, and declares that they are aware that the service is governed by the Italian legislation in force.

Access to the services by minors is permitted only with the prior consent and agreement of the person exercising parental responsibility or authority over the minor. That person assumes full responsibility for the data and information provided, the statements made, the decisions taken and the guarantees given in the interest of the minor.

Although the Company’s IT systems are adequately protected by security measures complying with the national and European legislation in force on the matter, the user, by subscribing to the service, accepts these Terms and declares that they are aware of the risks associated with the storage and transmission of data over public telecommunications networks, including, by way of example and without limitation, data theft, cloning, loss, malware and phishing.

It is further specified that the user’s personal data are stored on the Server Plan cloud platform, whose terms of service are deemed to be referred to and applied in full.

SUBJECT MATTER OF THE SERVICE

Doctorium provides online medical consultation services by means of Telemedicine, in compliance with the legislation in force and, in particular, with the National Guidelines for the provision of telemedicine services («Indicazioni nazionali per l’erogazione di prestazioni in telemedicina», State-Regions Agreement of 17 December 2020, rep. atti no. 215/CSR).

Telemedicine is an innovative approach to healthcare practice that allows services to be provided remotely through the use of digital devices, the internet, software and telecommunications networks, in situations where the health professional and the patient are not in the same location.

Although comparable in qualitative terms to any other healthcare service, the Telemedicine services offered by Doctorium do not replace the traditional healthcare service based on the direct and personal relationship between doctor and patient, but rather supplement and complete it, in accordance with the applicable legislation. For this reason, the consultation itself cannot and must not replace an in-person visit, since it is merely a supporting service.

Doctorium must not be used in an emergency or to obtain a first diagnosis. In the event of severe or sudden symptoms, the user must call 112 or the emergency number of the country in which they are located, or go to the nearest emergency department.

PURPOSES, BENEFITS AND OPPORTUNITIES OFFERED BY THE SERVICE

The development and implementation of Telemedicine tools make it possible to identify innovative solutions to problems inherent in traditional medicine and to create new opportunities for the overall improvement of the quality of healthcare services, fostering more effective collaboration between the healthcare professionals involved and patients.

In particular, Telemedicine pursues the following purposes:

Equal access to care: Telemedicine ensures the availability of qualified healthcare also for persons living in geographically remote or hard-to-reach areas, removing the territorial barriers that limit access to healthcare services.
Continuity of care: Telemedicine improves the quality of healthcare by ensuring therapeutic continuity, making it possible to deliver the medical service directly at the patient’s home, without either the healthcare professional or the patient having to travel.
Management of chronic diseases: the treatment of chronic diseases is a priority area of application of Telemedicine models. Telemonitoring makes it possible to improve the quality of life of patients with chronic diseases through self-management and remote monitoring solutions, also with a view to early and appropriate de-hospitalisation.
Support for drug therapy: the use of Telemedicine tools may also provide valuable support to ongoing drug therapy, in order to improve patient compliance and promote proper adherence to the prescribed therapeutic plan.

THE SERVICES

Art. 1 — General description of the services

Within the field of specialist Telemedicine, Doctorium offers an online consultation service with medical specialists, psychologists/psychotherapists and nutritionist biologists (hereinafter, the “Specialist”), available through the website www.doctorium.it.

It is specified that the Specialist carries out their activity with full technical and professional autonomy, as a self-employed professional and not as an employee and/or collaborator of Doctorium. The contract for the provision of the healthcare service is concluded directly between the user and the Specialist. Doctorium, in its capacity as operator of the platform, provides solely the supporting technological services (connection, storage, invoicing, payment intermediation) and assumes no liability for the content of the healthcare service, the diagnosis, the prognosis, the prescriptions or any other medical act. Each Specialist declares and warrants to Doctorium that they are duly registered with their professional Order and are covered by an appropriate professional liability insurance policy pursuant to Law no. 24/2017.

By accessing the platform, the user may make use of the following services:

online consultation with a Specialist, by appointment;
clinical archive containing the documents issued by the Specialists consulted, medical history and online personal area;
consultation privacy;
retention and deletion of documents;
upload of clinical documents to one’s personal page;
rating the experience;
search with artificial intelligence;
in-person visits;
various types of visits that may be requested;
registration;
use of the Voucher;
surcharge on the cost of the consultation.

Art. 2 — Methods of access to Doctorium and types of services

The Doctorium platform can be accessed from any device connected to the Internet and adapts to the device used (web-responsive format). By accessing the platform, the user may make use of the services described below.

Doctorium reserves the right to activate further Telemedicine services, including the remote monitoring of the patient’s clinical parameters. Such services, when available, will be governed by specific terms.

Access to the platform allows the user to make use of the services described in the following paragraphs.

Online consultation (including video consultation) 24 hours a day with a Specialist

As provided for by the National Guidelines, the online consultation is to all intents and purposes a medical act, during which the doctor interacts remotely with the patient in a direct and personalised manner. The online consultation does not replace the first in-person visit and is not intended to establish a first diagnosis. The Specialist decides whether and to what extent a remote consultation is appropriate to the case; in particular, the Specialist may: follow up a condition that has already been diagnosed; confirm, adjust or renew an ongoing therapy; take the patient’s medical history and prescribe tests for a known or suspected condition; assess the results of tests already carried out and prescribe further investigations or a therapy. Where the Specialist considers that a full physical examination or an in-person visit is necessary, they will inform the patient accordingly. Where necessary, a healthcare worker may be present beside the patient to assist the doctor in the clinical assessment.

Any prescriptions issued are valid under Italian law; whether they can be used abroad depends on the rules of the country where the user is located.

The consultation takes place in real time, by video call, so as to allow the Specialist to see and interact with the patient.

The consultation is conducted in Italian, unless otherwise indicated by the Specialist during the consultation. The additional languages shown in the Specialist’s profile indicate that the Specialist is able to give some essential guidance in those languages, but do not guarantee that the consultation can be conducted entirely in a language other than Italian.

Prescriptions issued by the Specialist are drawn up in accordance with Italian law and are not always valid outside Italy: it is the obligation of the user who lives or is abroad to check their validity in the country where they intend to use them.

Sickness certificates cannot be issued in the context of the online consultation.

The Doctorium platform is accessible 24 hours a day and allows the user to request specialist consultations in order to receive indications, opinions or clarifications on medical and health matters. Payment for the service may be made by credit card, PayPal or bank transfer.

The duration of the consultation varies according to the Specialist selected, as indicated on the relevant profile, and may be a maximum of 30 (thirty) or 60 (sixty) minutes. In specific cases, some Specialists may offer shorter consultations lasting 15 minutes; such consultations cannot be booked independently, since it is necessary to await the Specialist’s assessment and authorisation on the basis of the request submitted by the patient. 15-minute consultations must be booked at least 24 hours in advance.

To ensure a complete experience, the patient may also communicate with the same Specialist during the 7 days following the consultation, using the private chat available in their secure area on the platform. The chat service is an ancillary feature, offered free of charge to the patient and intended exclusively for direct communication between doctor and patient. Doctorium exercises no control over the content and use of the chat, which remains the sole responsibility of the parties involved. The Specialist is under no obligation whatsoever to reply to the user via the chat, it being understood that the professional service rendered by the Specialist is deemed concluded upon the formal closure of the consultation on the platform. When the consultation is closed, the chat is automatically closed and, for security reasons, the messages exchanged are deleted; the chat may be reopened only by the same Specialist, at their sole discretion, including on the basis of what emerged during the consultation. If the Specialist decides to reopen the chat, it will remain active until the Specialist decides to close it and in any case for a maximum period of 7 (seven) days from the date on which the consultation was provided; once that period has elapsed, the chat will be automatically closed and can no longer be reopened. During the reopening period, the user and the Specialist may communicate with each other and exchange documents via the platform, it being understood that this feature in no case entails the opening of a new consultation or an obligation on the Specialist to respond on an ongoing basis.

If, while the chat is reopened, new elements make it necessary, the Specialist may add to the opinion already given. In that case the report is reissued including the added part and replaces the previous one on the consultation page; the closing date of the consultation and the tax documents already issued remain unchanged. The user is notified and can download the updated report from the same page. The addendum is not a new consultation and does not involve any further charge.

If the user requests a further consultation within seven days of the one already carried out, they may request a discount of up to 15%; for additional consultations requested after the seven-day period, the applicable discount may be up to 10%. If the Specialist considers a follow-up consultation in continuity with the first one to be necessary, that follow-up consultation may, at the Specialist’s express request, be provided free of charge. It is specified that the discount accrues at the end of the previous consultation and is applied by means of a voucher: to obtain it, the user must request the issue of the voucher at the end of the consultation or at the time of purchasing the next consultation. For this reason, the discount is not applied automatically by Doctorium.

To access the services offered by the “Doctorium” platform, the user may register directly from the home page, creating their profile as a user-patient. The procedure requires entering the personal data requested, accepting the terms of service and the privacy notice, and giving consent to the processing of personal data, including sensitive data, in accordance with the legislation in force on data protection.

Once registration is complete, the user will receive a confirmation e-mail and, at the same time, an SMS containing a temporary code automatically generated by the system. The code is valid for 10 minutes and a new one is generated at each login. To access Doctorium it is therefore necessary to enter one’s e-mail address and the temporary code received by SMS.

The online consultation is requested by appointment, depending on the Specialist’s availability. To access the service, it is sufficient to enter the dedicated area of the platform and follow the instructions. The user may freely choose a Specialist from among those available, booking a consultation at times when the selected professional has free slots. At the end of the service, the user will receive a specialist opinion (report), which will be made available in their secure area for the period indicated in the paragraph «Retention and deletion of documents». For this reason, the user undertakes forthwith to download and archive the report and the related attachments independently.

The report is made available as a password-protected PDF. The password is generated by the system, is specific to each consultation and is shown to the user on the consultation page, immediately below the document, together with the command to copy it; it remains available on that page for the whole period during which the report is kept.

The protection is meant to prevent third parties from reading the document if the file is forwarded or lost. The user must keep the password with the same care required for their login credentials, and is responsible for any disclosure of the document resulting from their passing it on to others.

For the purposes of these terms of service, the online consultation is deemed to be opened when, on the chosen date and at the chosen time, the Specialist starts the service by clicking on the relevant button on the platform. The consultation is instead deemed closed not at the end of the video session, but only when the Specialist writes their conclusions in the summary document and confirms the payment. From the moment the Specialist closes the consultation, the payment is deemed definitively acquired.

Circumstances may arise, wholly beyond Doctorium’s will and control, that make it impossible for the consultation to take place at the originally scheduled time (by way of example: unforeseen events affecting the Specialists or the users, malfunctioning of the Internet network). In such cases, the consultation may be brought forward or postponed, subject to the availability of the Specialist and the user.

The purchased appointment may be moved to a new date or time at the request of the user or of the Specialist, subject to the availability of both. A request to move the appointment may be submitted up to 30 minutes before the scheduled time of the consultation. Should the Specialist request the move less than 30 minutes before the scheduled time, the user is entitled to request only a full refund of the amount paid.

The consultation starts and ends at the scheduled times. Should the user connect late, the consultation still ends at the scheduled time, unless otherwise indicated by the Specialist; should the user not connect, the Specialist may close the consultation. In both cases the amount paid is due in full, without prejudice to the provisions of the paragraph «Access to the platform» for access problems reported promptly.

If the Specialist is late, the consultation still lasts for the full scheduled duration, even if this means going beyond the scheduled end time. Should the Specialist fail to connect within 20 minutes of the scheduled time, the user may request that the appointment be moved; if the Specialist’s delay recurs in the rescheduled consultation, the user may request a full refund of the amount paid.

If the consultation is postponed — owing to impediments on the part of the Specialist or Doctorium — by more than three days from the date originally set, or is postponed twice in a row, the user will be entitled, at their choice, to cancel the appointment with a full refund of the amount paid, or to request assignment to another available Specialist.

Clinical archive containing the documents issued by the Specialists consulted, medical history and online personal area

The user may access their personal area at any time by connecting to the website www.doctorium.it and logging in with their e-mail address and the temporary code received by SMS.

The personal area contains all the information relating to the visits already carried out and to those purchased, including the opinions written by the Specialists, the history of visits and the tax documents. The opinions and the related attachments remain available to the user for the period indicated in the paragraph «Retention and deletion of documents»; the tax documents always remain available on the «Tax documents» page. For this reason, the user undertakes forthwith to download and archive independently all the documentation relating to the consultation with the Specialist.

It is therefore the user’s responsibility to download and keep their documentation promptly, in order to ensure that it remains fully available even beyond the retention periods guaranteed by the platform. Doctorium does not guarantee that, once that period has elapsed, the documentation issued by the Specialist can be consulted.

The clinical archive also includes the medical history: the set of the user’s health information — description, drug therapies, allergies, past and present medical history, assessment of the individual body systems — collected and recorded by the Specialists during the consultations. Each entry shows the date and the name of the Specialist who made it. Recording and updating it is the Specialist’s responsibility; the user can view it at any time from their secure area.

The medical history stays with the user on the platform and may be viewed by the Specialists of later consultations.

Each entry of the medical history is deleted six months after the date on which it was written, as indicated in the paragraph «Retention and deletion of documents».

Consultation privacy

In their secure area the user may decide whether to allow the Specialist to view, during the consultation, their previous consultations. The setting is in the profile menu, under «Consultation privacy», and the user may change it freely at any time before each consultation.

When consent is given, access is limited to the consultation itself: from the moment the report is issued, the Specialist can no longer view the user’s previous consultations.

When consent is not given, the Specialist does not see the previous consultations and views only the documents the user has uploaded for that single consultation, in addition to the medical history. The user acknowledges that this choice may limit the completeness of the assessment, since the Specialist will work without knowing the outcomes of the previous consultations.

Retention and deletion of documents

The documents uploaded by the user for the consultation are deleted when the report is issued, as set out in the paragraph «Upload of documents to one’s personal page».

The report and its attachments are kept for six months from the date on which the report is issued and are then permanently deleted, with no possibility of recovery. The deletion date is shown to the user on the consultation page. If the report is reissued with an addendum, the period continues to run from the date of first issue.

The entries of the medical history are permanently deleted six months after the date on which each of them was written.

The password needed to open the report is kept by the Company even after the report has been deleted, for as long as the tax documents of the consultation are kept, solely to allow the user to open any copy they have downloaded. Customer service gives it only to the account holder, after verifying their identity.

Tax documents are not deleted: the invoices remain available to the user on the «Tax documents» page and are kept by the Company for the period required by tax law.

For security purposes the Company makes encrypted backup copies of the data, which are continuously overwritten and retain data for a maximum of 20 days: data deleted from the platform are therefore also removed from the backup copies within 20 days. Backup copies serve solely to restore the service and do not allow documentation that has already been deleted to be recovered at the user’s request, as they do not permit the extraction of individual items of information.

Upload of documents to one’s personal page

After purchasing the video consultation, the user may upload to their personal area the clinical documents requested by the Specialist, or those deemed useful to ensure the best outcome of the online consultation. The uploaded files may be modified or deleted only by the user. The Specialist may view such documents only before and while the consultation is being carried out, and while the medical opinion is being drafted.

Before each upload, the user declares that the uploaded documents are lawfully at their disposal and, if they concern another person, that they are authorised to share them with the Specialist. The user is responsible for all content they upload to the platform and holds the Company harmless from any claim or dispute, including by third parties, relating to such content.

Once the service has been concluded and the opinion sent, the Specialist will no longer have access to the documentation in the patient’s clinical archive. For privacy and security reasons, all documents uploaded for a video consultation are automatically deleted at the end of the service; in the case of a subsequent consultation, it will therefore be necessary to upload them again.

For this reason, the user releases and holds the Company harmless forthwith from any liability for any damage, prejudice or risk arising from the deletion of the documents, and undertakes to keep a copy of all files before uploading them to the platform. Documents of up to 1.5 GB each may be uploaded, up to a total of 2 GB for each consultation.

Likewise, the Specialist may share clinical documents in the user’s folder both before and during the video consultation, or attach them to the telereport issued at the end of the online consultation. The user will be able to view such documents but not delete them. In this case too, for privacy and security reasons, all documents not attached to the telereport but shared via chat are automatically deleted after the conclusion of the service. The user therefore undertakes to download and save the files uploaded by the Specialist immediately. The attachments to the telereport, on the other hand, may be downloaded once the consultation has been closed and the report issued. The latter are kept for the period indicated in the paragraph «Retention and deletion of documents».

Rating the experience

The first time the user opens the page of a closed consultation, they are invited to rate the experience with a star score and an optional comment. Taking part is voluntary: the window can be closed after 5 seconds without answering, and not rating has no effect on the service or on later consultations. Only users who have had the consultation with the Specialist can leave a rating.

The user acknowledges and agrees that the rating — score and comment — may be published on the website www.doctorium.it, including on the Specialist’s profile. It is published with the user’s first name and the month of the rating only, without the surname and without any other identifying data, except for any that the user voluntarily includes in the text of the review. Data on the user’s health, the content of the consultation and the clinical documents are never published.

A user who does not want their rating to be published, or who wants it removed, may ask by writing to privacy@doctorium.it.

Search with artificial intelligence

The search available on the website www.doctorium.it may make use of artificial intelligence tools to understand the user’s request and to rank the entries of the medical glossary published by Doctorium. In that case the system operates exclusively on that content and does not consult external sources or the Internet.

The content of the glossary entries is published only after review by a doctor. The ranking of the results reflects editorial relevance criteria and does not represent an assessment of the likelihood or severity of the user’s case.

The search does not provide diagnoses, does not assess the individual case and does not replace the opinion of a doctor or of the Specialist. In the event of serious or sudden symptoms, the user must contact their own doctor or the emergency services (112/118) or the emergency number of the country where they are. The text entered in the search is processed as set out in the privacy notice.

Informational content

The blog articles and glossary entries published on the website www.doctorium.it are for general information only: they do not constitute a diagnosis or therapeutic advice and do not replace the opinion of a doctor or of the Specialist.

In-person visits

Where a face-to-face specialist visit and/or a diagnostic test becomes necessary, the Specialist may propose a visit at their own practice or at a clinic. The user may decide to consult the doctor who carried out the video consultation, a colleague indicated by that doctor, a clinic affiliated with Doctorium or a facility of their own choosing.

It is not possible to book a face-to-face visit with a Specialist through Doctorium. Where necessary, it will be the Specialist who, during the online consultation, proposes the face-to-face visit.

Types of tele-visits that may be requested

The visits that can be carried out on the Doctorium platform are booked online consultations.

Booked online consultation. The booked online consultation takes place after the user has secured an appointment made available by the Specialist on the platform, or following a proposed date and time put forward directly by the user.

To make a booking, it is sufficient to click on “Calendar” next to the Specialist’s name, select the desired date and time and proceed with the purchase. The times made available by the Specialists remain bookable until 90 minutes before the start of the consultation; after that time they are no longer visible in the calendar.

Specialists are presented according to the sorting chosen by the user; failing that, in order of earliest availability. Doctorium may also give greater or lesser prominence to individual Specialists on the basis of organisational and service-quality criteria, such as, by way of example, their availability towards users, their willingness to respond to requests for priority consultations and their willingness to hold consultations at weekends. The position of Specialists never depends on payments or other consideration from them.

By completing the relevant form, the user may request an appointment other than the availability shown in the calendar; however, since these are proposals of availability, it is necessary to await confirmation by the Specialist.

It is specified that the booked online consultation is provided solely on the basis of the availability of the Specialist, who must always confirm it, and cannot in any way replace an in-person visit or an urgent/emergency service. In such cases, the user is urged to contact the competent healthcare facilities promptly.

Registration

Registration on the Doctorium platform is mandatory in order to use the services and access the online consultation. Registration may take place in two ways.

First method — automatic registration. The first method of registration is automatic and is activated when an online consultation is purchased. At this stage the platform requires the e-mail address to be entered in order to identify the user. If the e-mail address is not already in the Doctorium database, the user will be asked to complete registration by entering further data, including first name, surname, date of birth, e-mail address and mobile telephone number.

It is specified forthwith that each account must be associated with a unique e-mail address and a unique mobile number. It is therefore not permitted to create two accounts using the same e-mail address or the same mobile number. Although the user is entitled to create several accounts using different e-mail addresses and mobile numbers, it is specified that the information relating to the different accounts may in no case be merged or unified.

Second method — registration without purchase. The second method allows the user to register without having made any purchase. In this case it is sufficient to click on the “Register” button on the platform’s homepage and enter the same data as required under the first method.

In this case too, each account must be associated with a unique e-mail address and a unique mobile number. It is therefore not permitted to create two accounts using the same e-mail address or the same mobile number. Although the user is entitled to create several accounts using different e-mail addresses and mobile numbers, it is specified that the information relating to the different accounts may in no case be merged or unified.

The user declares, under their sole responsibility, that all the clinical, anamnestic and identification data provided to the Specialist (including by uploading documents) are complete, truthful and up to date. The user holds Doctorium and the Specialist harmless from any liability arising from incomplete, incorrect or untruthful data, including the effects on diagnosis, prognosis and prescriptions.

Furthermore, the user is solely responsible for safeguarding their access credentials. Any activity carried out through the account is presumed to have been carried out by the account holder. The user holds Doctorium and the Specialist harmless from any consequence arising from unauthorised access to or use of the account, unless such access or use has been promptly reported.

The registration and login pages of the platform and the contact and request forms on the website are protected by the reCAPTCHA service provided by Google, which analyses traffic in order to tell access by people from automated access. The use of this service is subject to the Google Privacy Policy and Terms of Service, referred to on those pages.

Access to the platform

The user will access their account by entering the e-mail address given at registration and will receive an OTP code on the mobile number used at registration. The user expressly holds Doctorium harmless as regards the truthfulness and accuracy of the personal data provided and as regards the identity of whoever creates and/or uses the account.

At least two hours before the scheduled time of the consultation, the user must log in to the platform to check that they correctly receive the OTP code and that everything works; if the consultation is purchased less than two hours in advance, the user must, immediately after the purchase, log out of the platform and log in again with the OTP code. In both cases the user is under an obligation to promptly report any problem to customer service. A user who is abroad must in particular check that they can receive text messages (SMS) outside Italy as well (for example by enabling roaming). The Company will resolve the problems reported in time for the consultation; where this is not possible, the appointment is moved and, if the problem is not resolved before the new appointment, the user may request only a full refund of the amount paid. Doctorium is not liable for the user’s inability to access the consultation where the user has not carried out this check or has not promptly reported the problem.

As a security measure, each time the account is accessed the platform automatically sends an e-mail to the address provided at registration, so that the user can immediately notice any access not made by them and promptly report it to the Company.

Confidentiality of the consultation and prohibition of recording

The user undertakes to carry out the consultation in a private place suitable for ensuring the confidentiality of health data. It is expressly prohibited to make audio or video recordings or screenshots of the consultation without the prior written consent of the Specialist; any breach may constitute an offence under civil law, criminal law and personal data protection legislation. Doctorium shall in no case be liable for any prejudice arising from the presence of unauthorised third parties during the consultation, or for recordings made by the user without consent.

Use of the Voucher

The voucher is an electronic and/or paper instrument entitling the holder to a discount on the service, which may cover up to 100% of its value. It is used at the time of payment and may be applied to the service of a single Specialist.

The voucher is issued by Doctorium, which may distribute it directly to the end user or to third parties. It may be used once or several times, depending on the conditions established. Some vouchers may be purchased by the user for future visits, while others may be issued by Doctorium by way of a partial or total refund for a visit that was not carried out or was only partially carried out.

It is specified that, once issued, vouchers are no longer under Doctorium’s immediate control; therefore, the Company cannot be held liable for any improper or unauthorised use of them. The user acknowledges that Doctorium reserves the right to suspend or terminate, at any time and for any reason, the validity of one or more vouchers that were not purchased or not issued by way of refund, without this giving rise to any right to a refund or to compensation for damages from Doctorium.

Where the user has purchased a voucher for a future visit, it is valid for 12 months from the time of issue. Doctorium may not cancel such a voucher except upon refunding the amount paid by the user. The refund will be made only upon the user’s proof of payment and of non-use of the voucher, and following the necessary checks by Doctorium on the transactions and activities linked to the voucher code.

Finally, it is clarified that vouchers may in no case be combined with, or used in conjunction with, other active promotions. Therefore, a user registered for a promotion may not use any voucher at the same time.

Surcharge on the cost of the consultation

Doctorium reserves the right to apply a surcharge to the base price of the consultation in certain circumstances, such as, by way of example: consultations requested as a priority (for example, scheduled shortly after the request), or carried out in the evening (after 20:00) or on public holidays and the days preceding them. The surcharge may be applied, by way of example and without limitation, to consultations scheduled within six hours of the request, to consultations held on Saturdays, Sundays or other public holidays, and to consultations scheduled on weekdays before 9:00 or after 20:00.

The user will always be informed in advance of any surcharge, and the final cost — including the surcharge — will be clearly indicated before purchase. In addition to the final cost, the user may view on the website the initial cost of the specialist’s service, so as to be fully free to choose whether or not to proceed with payment and confirmation of the consultation.

In any event, Doctorium guarantees that the total cost of the consultation, including surcharges, may not exceed twice the base price set for the same video consultation and displayed on the website.

Purchasing a voucher for a future consultation

The user may purchase a consultation to be carried out at a later time by purchasing a voucher of a given value, with a 10% discount applied.

The voucher is valid for 12 months from the date of purchase and entitles the user to a consultation with a Specialist whose fee is equal to or lower than the value of the voucher. If the cost of the consultation is lower, the user may use the remaining amount for a subsequent consultation. It is understood that Doctorium may, at its discretion, also assign the user a Specialist whose ordinary fee exceeds the value of the voucher purchased, at no additional cost to the user.

If, within the twelve months, the consultation cannot be carried out for reasons attributable to Doctorium or to the Specialist (by way of example: unavailability of Specialists in the chosen area, unavailability of the chosen Specialist, technical malfunctions of the platform), the user will be entitled to a full refund of the amount paid, together with a 10% discount voucher to be used for a future consultation.

COSTS AND METHODS OF PAYMENT

Art. 1 — Cost of the specialist online consultation

The specialist online consultation lasts a maximum of 30 (thirty) or 60 (sixty) minutes, is carried out with a qualified Specialist and has a variable cost of between € 45.00 and € 300.00. The amount is determined jointly by the Specialist and Doctorium and is always made known to the user before purchase, being indicated next to the professional’s name.

The total price paid by the user consists of two separate elements: the fee due to the Specialist for the healthcare service and the consideration due to Doctorium for the intermediation service. These amounts are independent and not conditional on one another. As specified below, the amount charged by Doctorium for the intermediation service may not exceed 50% of the cost indicated on the website.

It is specified that the discount accrues at the end of the previous consultation and is applied by means of a voucher: to obtain it, the user must request the issue of the voucher at the end of the consultation or at the time of purchasing the next consultation. For this reason, the discount is not applied automatically by Doctorium.

Payment for the consultation is made at the time of purchase and will be held by Doctorium as a non-binding advance by way of guarantee. At the end of the service, and in any case within ten (10) days of the closure of the consultation by the Specialist, the user will receive proper tax documents certifying the payment made. It is specified that, for tax purposes, only the expense relating to the healthcare service is deductible in the income tax return.

Should the user, after having used the consultation, dispute the payment with their bank or payment network (so-called chargeback) without justified reason, the Company may suspend the account and reserves the right to take action to recover the amount due.

During the purchase procedure for the online consultation, the user will see all the details of the consultation and of the payment and will be redirected to the payment service, being able to choose whether to pay via PayPal or by credit card through the Stripe system. Upon express request, the user may make payment by instant bank transfer.

To make the purchase, the user may click directly on the calendar of the chosen specialist or request a link. From the moment the payment link is received — sent by e-mail or WhatsApp — or from the moment of direct access to the Specialist’s calendar, Doctorium guarantees the user the exclusive reservation of the chosen consultation slot for a maximum period of 20 (twenty) minutes, within which the user must complete the payment transaction. If that period expires without payment being completed, the reservation will lapse automatically and the slot will immediately become available again to the other users of the platform, without the user who had booked it being able to make any claim whatsoever.

Should the user wish to cancel the booking, the amount already paid will be refunded in full, provided that the cancellation takes place no later than 48 hours before the time scheduled for the online consultation. After that deadline, the booking can no longer be cancelled and the user will not be entitled to a refund of the amounts paid. Doctorium’s intermediation service and the Specialist’s healthcare service are closely connected: cancellation, where permitted, concerns the consultation as a whole and cannot be exercised for only one of the two parts.

For the same reason, consultations scheduled within 48 hours of the purchase, including priority consultations, may in no case be cancelled or give rise to a refund of the amount paid.

Save for the cases referred to in the preceding point, the user acknowledges and expressly accepts that, pursuant to Article 59(1)(p) and (a) of the Italian Consumer Code, the right of withdrawal under Article 52 is excluded, since the service constitutes a healthcare service and/or a service performed immediately.

However, Doctorium reserves the right to assess the circumstances that prevented the user from attending the consultation and may nonetheless arrange a full or partial refund or the rescheduling of the consultation in the event of serious and documented impediments on the part of the user (by way of example and without limitation: illness, bereavement, hospitalisation, etc.).

Where payment for the online consultation was made by bank transfer, any refund resulting from cancellation of the booking, from free-of-charge closure ordered by the doctor or from interruption for technical reasons will not be made automatically. In such cases, Doctorium will make a refund transfer to the same IBAN used for the original payment no later than 30 (thirty) days from notification of the event that gave rise to the reversal. The reason for the refund will be stated in the payment reference of the transfer.

Art. 2 — Invoicing

At the end of the consultation, the user will receive two separate tax documents: the first, issued directly by the Specialist to the user, relating to the specialist service provided; the second, issued by Doctorium to the user, relating to the intermediation service. Doctorium’s share for intermediation may in no case exceed 50% of the total price indicated on the website www.doctorium.it and, in any event, € 50 for consultations priced up to € 150 and € 100 for consultations priced above that amount.

It is understood that both the Specialist and Doctorium may, at their sole discretion, apply lower rates, grant a discount or offer free of charge to the user the service within their respective competence. In such case, the reduction will apply solely to the share due to the party that decided to grant it, without any effect on the amount due to the other party.

Doctorium also reserves the right to offer the consultation to the user entirely free of charge. Likewise, where the conditions of clinical eligibility to proceed are not met, the doctor must close the consultation and order the full repayment of the amount paid by the user.

The tax document issued will bear a sequential number and, as its date, the date of closure of the online consultation. The details will show both the opening date and the closing date of the service.

It should be recalled that, for the purposes of these terms of service, the online consultation is deemed to be opened when, on the chosen date and at the chosen time, the Specialist starts the service by clicking on the relevant button on the platform. The consultation is instead deemed closed not at the end of the video session, but only when the Specialist writes their conclusions in the summary document and confirms the payment. From the moment the Specialist closes the consultation, the payment is deemed definitively acquired.

Invoicing is generated automatically on the date of closure of the consultation and made available to the user within ten (10) days thereafter. The invoice relating to the intermediation service is issued in electronic format and transmitted to the Exchange System (Sistema di Interscambio – SDI), while the invoice relating to the medical service is issued in paper format and is not transmitted to the SDI.

Pursuant to Legislative Decree no. 175 of 21 November 2014, data relating to healthcare services provided to private individuals must in any case be transmitted electronically to allow the preparation of pre-filled income tax returns. On the basis of the provisions of the Ministerial Decree of 31 July 2015 and of personal data protection legislation, the patient has the right to object to the transmission of their data, provided that such objection is made before the invoice is issued. The objection may be expressed by an explicit verbal request, which will be noted on the invoice itself.

If the patient does not exercise this right, the data relating to the healthcare service will be included in the pre-filled return and will also be accessible to the persons of whom the patient is a dependant for tax purposes.

The objection may also be made in accordance with the alternative methods provided for in paragraphs 2.4.2, 2.4.4 and 2.4.5 of Provision no. 115304/2019, to which reference is made in full.

Art. 3 — Purchasing a video consultation on behalf of another person

Adult patient with mental capacity

The user may purchase a video consultation on behalf of another person, by selecting «For another person» during the purchase and entering the patient’s details, declaring that they are authorised to do so by virtue of an express authorisation from the patient, who is of age and has mental capacity.

Adult patient lacking mental capacity

An adult user lacking mental capacity may in no case independently purchase a video consultation. For a person lacking capacity to use the service, the purchase must be made by their legal guardian, curator or support administrator (amministratore di sostegno), who will enter the patient’s details on the platform. In that case the user declares, under their sole responsibility, that they are entitled to do so: by virtue of guardianship, curatorship, support administration or other legal representation. The declaration covers the right to request the health service on the patient’s behalf and to share with the Specialist the health documents concerning them.

Doctorium does not verify the existence of the declared entitlement. The user holds the Company and the Specialist harmless from any claim, including by third parties, arising from a purchase made without entitlement, and from the consequences of an untrue declaration. The tax documents remain in the name of the purchaser; the report is in the name of the patient.

Minor patient

A minor user may in no case independently purchase a video consultation. For a minor to use the service, the purchase must be made by the parent or legal guardian, who will enter the minor’s details as the patient on the platform. The tax documents remain in the name of the purchaser; the report is in the name of the patient.

The video consultation with a minor user must take place in the presence of the parent or guardian, who assumes full responsibility for the information provided, the decisions taken and, more generally, any consequence arising from the use of the service.

THE GUARANTEES

Art. 1 — Clause excluding the Company’s liability

By expressly and knowingly accepting these Terms, the user acknowledges and recognises that the service offered by Doctorium can in no case replace a physical examination or an in-person visit with a doctor or other healthcare worker.

By accepting these Terms, the user releases Doctorium from any liability arising from the failure or partial functioning of the service due to total or partial lack of coverage of the Internet connection required for proper use of the platform. The user also releases Doctorium from any liability arising from incorrect or improper use — however understood — of the Internet connection and/or the technological tools used to access the service, declaring that they are also aware of the criminal law provisions in force on the matter.

The development of remote communication technologies now makes it possible to provide services in e-health mode; however, the complexity and specific nature of such services require the user to have adequate technological tools and the skills needed to use them properly.

With regard to specialist consultations, the user releases and holds Doctorium harmless forthwith from any liability for any damage, risk or prejudice connected with the service, since Doctorium is in no way responsible for the clinical response, diagnosis, prognosis or prescription provided by the Specialists. Such professional activities and decisions fall within the full and exclusive personal responsibility of the Specialist who issued them.

Art. 2 — Liability of the Company

The Company is liable, within the limits provided for by law, for the proper functioning of the platform, for the technological services it provides directly (connection, storage, invoicing and payment intermediation) and for the security of the data it processes.

The Company is not liable:

a) for the content of the healthcare service, the diagnosis, the prognosis and the prescriptions, which remain the sole responsibility of the Specialist;
b) for delays, interruptions or suspensions of the service due to force majeure or to acts of third parties beyond its reasonable control, as provided for in Art. 6;
c) for service disruptions due to the user’s devices or Internet connection, or to failure to follow the technical instructions for using the service.

If a malfunction of the platform prevents the consultation from taking place, the user is entitled to a full refund as provided for in Art. 3.

In any event, the rights granted to the user by the Italian Consumer Code and by the legislation on the protection of personal data remain unaffected.

By accepting these Terms and initiating the purchase of the video consultation, the user expressly declares that they are willing to receive the service by telemedicine, given that their technological profile — meaning their knowledge of and ability to use IT tools — enables them to access and use the service properly.

In particular, the user declares:

that they know how to use, or are able to learn how to use, digital communication tools (e.g. smartphone, tablet, computer with webcam);
that they are independent in the use of such tools (any physical or cognitive disabilities might limit this ability);
that, should they need help, they can rely on a family member or caregiver able to use such tools and technologies;
that they have tools and an Internet connection suitable for using the telemedicine system.

Art. 3 — Refund of the amount where the online consultation is not carried out

If, for technical reasons of significant importance, the online consultation cannot be completed, the amount already charged will be credited back in accordance with the technical procedures of the platform.

“Reasons of significant importance” means exclusively the following circumstances:

a) malfunction of the platform or of the ancillary services, certified by Doctorium;
b) continual interruptions of the connection, attributable to Doctorium, that make it impossible to carry out the online consultation even after repeated attempts;
c) insufficient quality of the audio-video transmission, such as to make it impossible to carry out the online consultation.

In such cases, the Specialist is required to close the online consultation with a negative outcome, entering the wording “not eligible”. If the Specialist considers, at their sole discretion, that the conditions necessary to complete the consultation are not met, they may likewise close it negatively with the same wording.

By accepting these Terms, the user acknowledges and accepts, without reservation, that the Specialist’s decision to close the online consultation as “not eligible” is taken at the Specialist’s full and sole discretion.

Furthermore, where the user has purchased an appointment and it is postponed by more than three days from the date originally set — for reasons attributable to the Specialist and entirely independent of Doctorium — the user will be entitled to cancel the booking and request a full refund of the amount paid. The right to a full reversal of the amount also applies where the postponement occurs twice in a row.

Art. 4 — Amendment of the Terms of Service

The Company reserves the right, where there is a justified reason (by way of example and without limitation: changes in legislation, technical requirements, restructuring of the service, changes to the Specialists’ fees, etc.), to amend these Terms unilaterally, both to bring them into line with new legislative or regulatory provisions and for internal organisational requirements, without the need for individual prior notice to users.

Any amendments will be made known exclusively by publication on the website www.doctorium.it. Such publication shall have the value of notification for all purposes vis-à-vis users and customers. The user is therefore advised to consult the website periodically in order to view the Terms in force and any updates to them.

Amendments do not apply to consultations already purchased, for which the Terms accepted at the time of purchase remain valid.

Since these Terms are essential for the provision of the service, they will be presented to the user and must be accepted at the first login made by the user after their publication.

Art. 5 — Suspension, closure and deletion of an account

Doctorium reserves the right, in certain circumstances — by way of example and without limitation: breaches of these Terms, conduct in bad faith, fraudulent use of the account, repeated disputes, offensive language, threats or harassment towards the Specialists or the Company’s staff, etc. — to suspend, deactivate or delete a user or Specialist account at any time and without notice. This right may be exercised without the user or the Specialist being able to regard it as a source of prejudice, damage or liability, direct or indirect, on the part of Doctorium. In such case the Company informs the user of the reason for the suspension or deletion at the e-mail address provided at registration and refunds in full the amounts paid for consultations already purchased and not yet carried out. Any criminal liability of the user remains unaffected.

The user may request the closure of their account at any time by writing to customer service from the e-mail address provided at registration. Before closure the user must download the reports and documents of interest to them, which they will no longer be able to access after closure. Where the user has consultations already purchased and not yet carried out, if the closure request falls within the time limits for cancellation, the consultations are cancelled and refunded and the account is closed afterwards; otherwise, the account is closed after the consultations have taken place. Reports are retained for the period indicated in the paragraph «Retention and deletion of documents», as they also document the Specialist’s professional activity; tax documents and other data subject to legal obligations are retained for the period required by law.

Accounts with no access for 48 consecutive months are closed by the Company, after notice sent to the e-mail address provided at registration. On closure, the provisions of the previous paragraph on the retention of reports, tax documents and other data subject to legal obligations apply.

Art. 6 — Force majeure and interruption of the service

Doctorium may not be held liable for failure or delay in performing the obligations arising from these Terms where such failure is attributable to force majeure, meaning, by way of example and without limitation: serious natural disasters (hurricanes, floods, landslides, earthquakes and the like), epidemics and pandemics, armed conflicts, acts of terrorism, civil unrest, cyber attacks, serious malfunctions of telecommunications infrastructure, as well as interruptions or malfunctions of services provided by third parties (by way of example: Stripe, PayPal, Server Plan, Google).

In the event of interruption of the service due to exceptional events or to scheduled or extraordinary maintenance work, Doctorium undertakes to restore operation as quickly as is technically possible.

Doctorium may not be held liable for failures attributable to third parties that affect the proper functioning of the online services, such as, by way of example, network slowdowns or the failure of telephone lines or of computers handling data traffic.

With specific reference to ancillary services provided by network operators (in particular the sending of SMS messages and OTP codes), these are subject to the terms and conditions imposed by the respective providers. Should such providers introduce changes to, suspensions of or interruptions in the service, Doctorium may consequently be forced to interrupt or modify access to these services, without this giving rise to any right to a refund or to compensation from Doctorium.

Art. 7 — Arbitration clause and court of jurisdiction

Any disputes relating to the use of the Doctorium service shall first be referred to an internal arbitration board (collegio di probiviri) of the Company, which will assess the dispute — possibly also hearing the user, who may submit statements and documents — and will subsequently provide a written response. Failing agreement, mediation may be attempted before an accredited body based in Catanzaro. For disputes with a consumer user, the competent court is that of the place of residence or domicile of the consumer, if located in Italy. If the consumer resides abroad, the court of Catanzaro has jurisdiction, without prejudice to the mandatory rules applicable for their protection.

Art. 8 — Communications

The Company and the user agree that all communications relating to the Doctorium service shall be validly made and fully effective if published on the website www.doctorium.it and, as regards communications of a personal nature, if sent by e-mail to the addresses provided by the user at registration. The user may write to Doctorium at the e-mail addresses info@doctorium.it and amministrazione@doctorium.it, and to the certified e-mail (PEC) address doctorium@pec.it. It is also possible to send a registered letter to the address: Doctorium S.r.l., via Martiri di Gerace 1847 n. 8, 88100 Catanzaro. The user may also contact customer service via WhatsApp at +39 351 527 8952. Doctorium S.r.l. has its registered office at via Martiri di Gerace 1847 n. 8, 88100 Catanzaro, Italy, VAT number 03504140793, REA (Register of Economic and Administrative Information) CZ-201554.

Art. 9 — Governing law

For all matters not expressly governed by these Terms, reference is made to the general rules of Italian law.

Art. 10 — Intellectual property

All content of the website www.doctorium.it and of the platform — including texts, glossary entries, blog articles, images, graphics, trademark, logo and software — is owned by the Company or used under licence and is protected by copyright and industrial property law. Any reproduction, even partial, distribution or commercial use without the Company’s written authorisation is prohibited, except for the personal and non-commercial use permitted by law. Documents uploaded by the user and reports issued to the user are excluded.

Art. 11 — Severability

Should one or more clauses of these Terms be declared null, invalid or ineffective, in whole or in part, such nullity, invalidity or ineffectiveness shall not extend to the other clauses, which remain fully valid and effective.