Terms of Service

These Terms govern access to the WithPatient public website, patient portal, clinic administration tools, integrations and related services (the “Services”). By using the Services, a user agrees to these Terms and any clinic-specific instructions that apply to the patient relationship.

Commercial clinic use also requires an order form, proposal or service agreement. If those documents conflict with these Terms, the signed commercial document controls for that clinic.

WithPatient’s registered legal entity, registered address, company number and final governing-law clause will be inserted after company registration and before Marketplace submission or commercial reliance. Until then, these Terms are a draft for legal review and do not replace a signed clinic agreement.

WithPatient is a patient-journey platform for clinics serving international patients. Depending on the clinic’s configuration, Services may include patient login, treatment journey and documents, clinic and coordinator contacts, hotel and transfer information, optional eSIM workflows, general AI-supported aftercare, notifications, private concerns, satisfaction feedback, reviews, referrals, rewards and clinic reporting.

The live portal currently connects to Bitrix24. Installation-style delivery for Bitrix24 and Zoho CRM is being tested. A connector, treatment pathway, language, AI feature, eSIM service or third-party integration is available only when it is expressly included, configured and approved for the clinic.

Marketing previews and demos illustrate possible workflows. They are not a promise that every feature or integration is enabled for every clinic.

Patients may access the portal only when a participating clinic has registered or matched their mobile number and the relevant CRM record meets the clinic’s access rules. Staff accounts are limited to authorised clinic personnel.

• Users must provide accurate information, protect access credentials and promptly report suspected unauthorised access.
• A user may access only their own patient journey or the clinic data permitted by their staff role.
• Clinics are responsible for promptly removing or changing staff access when responsibilities change.
• Access by a minor must be arranged by the clinic in accordance with applicable law and parental-responsibility requirements.

Each clinic controls its treatment relationship and remains responsible for:

• The accuracy, lawfulness and clinical appropriateness of patient data, documents, instructions and treatment pathways supplied through the Services.
• Giving required notices, choosing a lawful basis, obtaining required consents and responding to patient rights.
• Authorising CRM modules and fields, maintaining appropriate permissions and ensuring staff use is limited to legitimate clinic purposes.
• Reviewing clinic branding, languages, aftercare content, escalation paths, notification templates and any AI configuration before launch.
• Providing qualified clinicians and coordinators, emergency instructions and timely human support.
• Complying with healthcare, advertising, consumer, data-protection, record-retention and professional rules that apply to the clinic.

Users must not misuse the Services, attempt to access another person’s account, bypass access controls, probe or disrupt the platform, upload unlawful or malicious material, scrape the Services, reverse engineer restricted parts, impersonate another person, or use the Services to send spam or discriminatory, deceptive or illegal communications.

Users must not submit another person’s health or identity information unless authorised to do so. Patients should not place urgent medical information in sales forms, public links or channels that the clinic has not designated for care.

WithPatient is a communication and patient-journey technology service. It is not a clinic, healthcare professional, medical device or emergency service. WithPatient does not diagnose conditions, prescribe treatment or replace the clinical judgment of the patient’s treating team.

AI Care and general aftercare content provide general information only. AI output can be incomplete or incorrect and must not be relied on for a diagnosis or patient-specific clinical decision. Clinic-approved instructions and direct advice from a qualified professional take priority.

For severe symptoms, rapidly worsening symptoms or an emergency, users must contact the clinic’s emergency channel or local emergency services. In Türkiye, the emergency number is 112.

Some functions depend on third parties such as a clinic CRM, hosting/database provider, AI provider, push-notification service, email/SMS provider, eSIM partner, WhatsApp, maps, Google or Trustpilot. Their availability, eligibility, coverage and separate terms may apply.

A clinic authorises its CRM connection and is responsible for the account and permissions it grants. Zoho installation remains subject to technical and Marketplace review; no general Zoho availability is promised by these Terms.

eSIM service is optional. Compatibility, coverage, allowance, validity, activation method and support depend on the selected provider and package. Unless a signed order says otherwise, WithPatient does not promise a local phone number, voice service or uninterrupted network coverage.

The public website does not itself create a paid clinic subscription. Pricing, setup fees, recurring fees, usage-based charges, taxes, billing dates, minimum term and included support must be stated in the clinic’s signed proposal, order form or service agreement.

Renewal and cancellation rules are those in the signed commercial document. Unless that document or mandatory law states otherwise, cancellation takes effect at the end of the then-current paid term, charges already incurred remain due, and fees already paid are not refundable.

Either party may terminate for a material breach that is not cured within the contractually stated period. WithPatient may also suspend affected Services where payment is overdue, continued operation would create a security or legal risk, or use violates these Terms. Where practical, the clinic will be notified and given a reasonable opportunity to address the issue.

After termination, portal access may end. Any agreed export, return or deletion of clinic data is handled under the clinic agreement and data-processing terms, subject to legal retention duties and provider backup cycles.

The clinic and users retain ownership of information and content they lawfully provide. They grant WithPatient the limited rights needed to host, process, format and transmit that content to operate the Services and fulfil the clinic agreement.

Each clinic is responsible for having the rights and permissions needed for its logo, text, clinical instructions, media and patient records.

The WithPatient software, design, brand, documentation and platform content—excluding clinic/user content and third-party material—belong to WithPatient or its licensors. A subscription grants a limited, non-exclusive, non-transferable right to use the Services during the agreed term. It does not transfer ownership of the platform or permit copying, resale or creation of a competing derivative service.

Product feedback may be used to improve the Services without identifying a patient or disclosing clinic confidential information.

Personal data is handled as described in the Privacy Policy and, for clinics, the applicable data-processing agreement. Each party must protect the other party’s confidential information and use it only for the agreed relationship, subject to lawful disclosure requirements.

Clinics should not place sensitive patient information in public website demo requests or ordinary support email. Production data should be exchanged through agreed channels and limited to what the enabled workflow requires.

WithPatient may maintain, update or change the Services. Material changes that remove a contracted clinic function should be handled under the signed service agreement. Features identified as preview, pilot, test or optional may change or be discontinued.

Service levels, support hours, maintenance commitments, data locations and warranties exist only if stated in a signed commercial document. To the extent permitted by law, the Services are otherwise provided on an “as available” basis. WithPatient does not warrant that every third-party integration will remain available or that the Services will be error-free or uninterrupted.

Each party remains responsible for its own acts, omissions and legal duties. The clinic is responsible for medical care, clinic-provided content, CRM records and professional decisions. Users are responsible for following clinical advice and seeking appropriate help.

Any exclusions or limits of liability, indemnities and insurance requirements for a clinic relationship must be set out in the signed service agreement and reviewed for the governing law. Nothing in these Terms excludes liability that cannot lawfully be excluded, including mandatory consumer rights where applicable.

Access may be limited or suspended to investigate suspected misuse, protect patients or the Services, comply with law, respond to a clinic instruction, address a security issue, or enforce the commercial agreement. WithPatient will consider the scope and seriousness of the issue and, where appropriate, limit suspension to the affected account or function.

A patient’s portal access may also end when the clinic closes or blocks the associated patient journey, the clinic relationship ends, or the clinic instructs WithPatient to remove access. Patients should contact their clinic regarding continuing access to clinical records.

The final governing law, courts, notice address and legal-entity details will be completed after company registration and in each signed clinic agreement. Mandatory rights in a user’s jurisdiction continue to apply.

These Terms may be updated as the Services, integrations or legal requirements change. The current date will be shown at the top of this page. If a change materially affects a clinic’s signed service, the notice and amendment process in that agreement applies.

Support and legal questions: support@withpatient.com.