Terms and Conditions

Terms for booking appointments and providing electronic services on TwojeZnamiona.pl

This page is an English translation of the Polish-language document.

§1 General provisions

1. These Terms and Conditions set out the rules for booking appointments and using electronic services made available by the Service Provider, particularly online booking through the website, the chat service operated by an artificial intelligence assistant and automated telephone support operated by an AI voice assistant.
2. The Service Provider and controller of personal data is Medify.me spółka z ograniczoną odpowiedzialnością, with its registered office in Kąpino at ul. Jagiellońska 12, 84-200 Kąpino, Poland, entered in the register of entrepreneurs of the National Court Register maintained by the District Court Gdańsk-Północ in Gdańsk, 8th Commercial Division of the National Court Register, under KRS number 0000824213, NIP 7773357647, REGON 385333772, share capital PLN 116,650.00, email: kontakt@twojeznamiona.pl, telephone: +48 732 106 685, hereinafter the “Service Provider”.
3. The Terms and Conditions are made available free of charge before an agreement for electronic services is concluded, in a form that allows them to be obtained, reproduced and retained, including by saving and printing, in accordance with Article 8 of the Polish Act of 18 July 2002 on the Provision of Services by Electronic Means.
4. Making a Booking through any booking channel, including the online booking form, Chat or telephone, constitutes acceptance of these Terms and Conditions. They are permanently available at twojeznamiona.pl/regulamin.
5. The organisational rules for providing healthcare at the Service Provider’s centres, including the scope of services and charges, are set out separately in the Organisational Regulations of the Healthcare Provider. Those regulations are an informational document and accepting them is not a condition of booking an appointment.
6. The rules for online purchases and use of gift vouchers are set out in the separate Gift Voucher Terms available on the Gift voucher page.

Definitions

• Online booking means an electronic service that allows an appointment to be booked using the booking form available on the website.
• Chat / AI Assistant means an electronic service in which the conversation with the user is conducted by an artificial intelligence system rather than an employee.
• AI Voice Assistant means an artificial intelligence system that handles telephone calls to the Service Provider’s reception service.
• User means an individual using the services described in these Terms and Conditions.
• Booking means a request to arrange an appointment submitted through one of the booking channels.

§2 Booking channels

1. The Service Provider allows users to arrange appointments and obtain information about services, locations, prices and appointment arrangements through the following channels:
   • online booking: the booking form available on the website;
   • Chat (AI Assistant): where it is available on the website; and
   • telephone: including through the AI Voice Assistant.
2. Online booking and Chat are services provided electronically within the meaning of the Polish Act on the Provision of Services by Electronic Means. The provisions of these Terms and Conditions concerning Bookings apply accordingly to telephone bookings.
3. All booking channels connect to the same booking system and are subject to the same rules set out in these Terms and Conditions.
4. The Service Provider may make selected booking channels available. The channels currently available are shown on the website.
5. Use of the booking channels is voluntary and free of charge.

§3 Booking an appointment

1. Making a Booking, whether by sending the online booking form or arranging an appointment through the AI Assistant or by telephone, constitutes a request to arrange an appointment.
2. A Booking becomes effective when confirmed by the Service Provider, particularly by SMS, email or telephone. Until confirmation, the appointment time is provisional.
3. A Booking requires the User’s first name, surname and contact details: a telephone number used to confirm the appointment and contact the User about its date, and an email address to which the Booking confirmation is sent. Providing this data is voluntary but necessary to complete the Booking.
4. An appointment for a minor must be booked by their legal representative or guardian.
5. When making a Booking for another adult, the User confirms that they are authorised to provide the data required for the Booking. The processing of personal data is described in our Privacy Policy.
6. Booking channels must not be used for medical emergencies. If there is an immediate threat to health or life, call the emergency number 112 without delay or go to the nearest hospital emergency department (SOR).

§4 Rescheduling, cancelling appointments and the waiting list

1. A User may reschedule or cancel an appointment by telephone and, where that function is available, through the Chat or AI Voice Assistant. Rescheduling and cancellation are free of charge.
2. Please cancel or reschedule as early as possible so that another patient can use the released time.
3. If the preferred appointment is unavailable or the User is waiting for an earlier date, they may be added to the waiting list.
4. If an appointment becomes available, the Service Provider may offer it to the User by an automated SMS from the booking system or by telephone through an employee or the AI Voice Assistant. By providing their details during the Booking process or when joining the waiting list, the User agrees to such contact, which is made in their interest. Accepting the proposed date is voluntary. Declining it or not replying does not affect the existing Booking.
5. The Service Provider may cancel an appointment or propose another date for important reasons, particularly a doctor’s unavailability or technical problems. The Service Provider informs the User without delay by telephone, SMS or email and, where possible, offers the nearest available date.
6. The AI Voice Assistant may contact the User to confirm or remind them about a booked appointment.

§5 Right of withdrawal

1. A User who is a consumer and has concluded a distance contract with the Service Provider may withdraw from it within 14 days of its conclusion, without giving a reason and without incurring costs.
2. To withdraw, it is sufficient to cancel the Booking under §4 or send a withdrawal statement to zbadamy@twojeznamiona.pl.

§6 Payments and prices

1. Making a Booking does not require an advance payment or deposit.
2. Healthcare services are charged according to the price list available on the website. Payment is made at the centre after the service has been provided.
3. The price is shown to the User before the Booking is made or in the Booking confirmation and corresponds to the selected service. The price stated in the Booking confirmation applies to the scope of service described in that confirmation.
4. If a medical assessment during the appointment indicates that another or an additional service is appropriate, staff inform the patient about its scope and price before it begins. An additional paid service requires the patient’s consent.
5. Price information provided by the AI Assistant is generated automatically. If it is incorrect, the Service Provider gives the User the correct price before confirming the Booking.

§7 Rules concerning AI assistants

1. Conversations in the Chat and some calls to reception are conducted by an artificial intelligence system rather than an employee. The User is clearly informed that an artificial intelligence system is being used no later than the start of their first interaction with the AI Assistant, in the Chat window or at the beginning of the telephone call, as applicable.
2. AI assistants may provide general educational information about prevention and the organisation of services. They do not assess an individual’s health, make diagnoses, determine whether skin lesions are suitable for treatment or replace a consultation with a doctor.
3. The AI Assistant may make mistakes. Important information, particularly the appointment date, scope and price, should be confirmed directly with the centre.
4. A User who does not want to speak to the AI Voice Assistant may ask to speak to an employee or book through the website.
5. The Chat and AI Voice Assistant are intended for enquiries and appointment bookings. Do not provide your PESEL number or detailed health information to the AI assistant, as it is not needed at this stage.

§8 Technical requirements and acceptable use

1. Online booking and Chat require a device with internet access and an up-to-date web browser with JavaScript enabled.
2. Some functions may require technical cookies or data stored in the device’s local storage. Refusing optional analytics or marketing cookies does not prevent a Booking from being made.
3. The User must provide accurate data and must not use the services unlawfully, contrary to accepted standards of conduct or, in particular, to transmit unlawful content.
4. The processing of personal data, including transfers of some data to artificial intelligence service providers outside the European Economic Area, is described in our Privacy Policy.
5. The Service Provider may temporarily restrict or suspend individual booking channels for technical reasons and may use safeguards to protect against abuse.

§9 Complaints

1. Complaints concerning booking channels and electronic services may be sent to zbadamy@twojeznamiona.pl. A complaint should describe the matter and include contact details. The Service Provider considers complaints within 14 days.
2. This section applies to complaints about booking channels and electronic services. It does not restrict patients’ rights concerning healthcare or medical records, or their ability to contact the Patient Ombudsman.

§10 Final provisions

1. In matters concerning personal data, the User has the rights described in the Privacy Policy, including the right to lodge a complaint with the President of the Personal Data Protection Office (UODO).
2. Matters not covered by these Terms and Conditions are governed by Polish law, particularly the Civil Code, the Act on the Provision of Services by Electronic Means, the Consumer Rights Act and the GDPR.
3. The Service Provider may amend these Terms and Conditions for important reasons, including legal or technical changes or changes in the scope of services. The current version is published on this page.
4. Amendments apply to services started and Bookings made after they enter into force. Bookings made earlier are governed by the version made available to the User when the Booking was made, unless an amendment results from mandatory provisions of law or is more favourable to the User.