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Terms and Conditions of Use

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Platform melio.med — www.melio.med Version 1.0 | September 2025

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING THE MELIO.MED PLATFORM. BY ACCESSING AND USING THE PLATFORM, YOU AGREE TO THESE CONDITIONS.

1. Definitions

In this document, the following terms have the following meanings:

  • Platform — the set of digital services offered at www.melio.med, including the melio.med mobile application.
  • Operator — ONCOSTOP S.R.L., Tax ID 52443272, registered with the Trade Register under no. J2025066671009, with registered office in Bucharest, Sector 3, Strada Murgeni, No. 3, Room 1, Bl. L29, Staircase B, Floor 3, Apt. 74.
  • User — any natural or legal person who accesses or uses the Platform, including as a Patient or Doctor/Healthcare Provider.
  • Patient — the user who requests medical services through the Platform.
  • Doctor/Provider — the doctor, clinic, or other healthcare provider registered on the Platform.
  • Telemedicine services — medical services provided remotely through electronic means of communication, in accordance with Law no. 95/2006 and Government Decision no. 1133/2022.
  • Account — the profile created by the User on the Platform.
  • Content — any text, image, data, information, or materials published on the Platform.

2. Applicable Legal Framework

These Terms and Conditions are governed by Romanian legislation in force, with special reference to:

  • Law no. 95/2006 on healthcare reform, republished, as subsequently amended
  • Government Decision no. 1133/2022 on the approval of methodological norms for the application of telemedicine services
  • Law no. 46/2003 on patients' rights
  • Emergency Government Ordinance no. 13/2012 on information society services
  • Law no. 365/2002 on electronic commerce, republished
  • Regulation (EU) 2016/679 (GDPR) and Law no. 190/2018
  • Law no. 506/2004 on data processing in electronic communications
  • Law no. 227/2015 — Tax Code
  • Law no. 287/2009 — Civil Code, republished
  • Law no. 449/2003 on the sale of products and associated guarantees

3. Platform Access and Registration

3.1. Access conditions

Access to the Platform is permitted to persons with full legal capacity. Minors may use the Platform exclusively through a legal representative (parent/guardian), who assumes responsibility for use.

3.2. Account creation

Registration on the Platform requires providing correct, complete, and up-to-date data. The User is responsible for the confidentiality of access credentials (email and password) and for all activities carried out from their account.

  • Creation of false accounts or accounts on behalf of third parties without authorization is prohibited
  • Each person may hold only one Patient account
  • Doctors and healthcare providers must provide valid authorization documents

3.3. Account suspension/deletion

The Operator reserves the right to suspend or delete accounts that violate these Terms, without prior notice in the case of serious violations.

4. Services Offered Through the Platform

4.1. Video teleconsultations

The melio.med platform allows patients to connect with licensed doctors for remote medical consultations through secure videoconferencing. Teleconsultations are conducted in compliance with the requirements of Government Decision no. 1133/2022 and the standards of the Romanian College of Physicians.

TELECONSULTATION DOES NOT REPLACE IN-PERSON MEDICAL CONSULTATION. IN MEDICAL EMERGENCY SITUATIONS, CALL 112 OR GO TO THE NEAREST EMERGENCY SERVICE.

  • Doctors providing teleconsultations are licensed and authorized professionals by the Romanian College of Physicians
  • Diagnoses and medical recommendations are the exclusive responsibility of the attending physician
  • The operator of the melio.med platform does not exercise control over the medical act itself

4.2. Doctors and clinics marketplace

The Platform facilitates patients' access to information about partner doctors and clinics, including online appointments. The Operator does not guarantee the availability of a particular doctor and is not a party to the contract between the patient and the healthcare provider.

4.3. Patient monitoring / telemonitoring

The telemonitoring service allows tracking of patients' health parameters in accordance with the therapeutic plan established by the attending physician. The collected data is used exclusively for medical purposes and is protected in accordance with the GDPR.

5. User Obligations

5.1. Patient obligations

  • Provide correct and complete medical information
  • Follow the doctor's instructions, while respecting personal autonomy
  • Use the Platform exclusively for personal and legal purposes
  • Not record or distribute teleconsultation sessions without the express consent of the doctor
  • Not impersonate another person during consultations
  • Inform the doctor about any relevant change in health status

5.2. Doctor/provider obligations

  • Hold and maintain valid all authorizations and medical licenses required by law
  • Comply with the deontological standards of the Romanian College of Physicians
  • Ensure the confidentiality of patient data
  • Properly document medical acts performed through telemedicine
  • Respect the limits of teleconsultation and refer the patient to an in-person consultation when necessary
  • Have valid medical malpractice insurance

6. Limitation of the Operator's Liability

ONCOSTOP S.R.L., as operator of the melio.med platform, acts exclusively as a technical intermediary and does not qualify as a healthcare provider.

  • The Operator is not responsible for the quality of the medical act provided by doctors through the Platform
  • The Operator does not guarantee uninterrupted availability of the Platform but makes reasonable efforts to ensure an uptime of at least 99% (SLA)
  • The Operator is not responsible for indirect, incidental, or consequential losses resulting from the use of the Platform
  • The Operator's liability is limited to the value of services paid by the User in the last 12 months

The Operator is responsible for the technical data security of the Platform and for compliance with its obligations as a data controller under the GDPR.

7. Prices, Payments, and Refunds

Fees for services available on the Platform are transparently displayed before any payment is made.

  • Payments are made exclusively through PayU, a PCI-DSS certified payment processor
  • Prices include VAT in accordance with Romanian tax legislation
  • The tax invoice is automatically issued and available in the user's account

7.1. Refund policy

In accordance with Emergency Government Ordinance no. 34/2014 on consumer rights in distance contracts:

  • Right of withdrawal within 14 calendar days from the date of conclusion of the contract
  • With the explicit agreement of the patient at the time of booking, the teleconsultation service may be provided before the expiration of the withdrawal period, in which case the right of withdrawal is extinguished
  • Completed consultations are non-refundable, except in cases of proven technical error of the Platform
  • Missed consultations (no-show) are non-refundable if cancellation was not made at least 24 hours in advance

7.2. Delivery Policy

MelioMed is a digital platform. All services are provided exclusively in electronic format:

  • Access to the melio.med platform is activated immediately after payment confirmation
  • AI interpretation results are available in the app within minutes of processing
  • Medical consultations are scheduled according to availability and conducted via telemedicine
  • Personalized screening plans are automatically generated and accessible in the user's account
  • No physical products are delivered; there are no delivery costs

7.3. Cancellation Policy

In accordance with Emergency Government Ordinance no. 34/2014, users have the right of withdrawal within 14 calendar days of purchase, without the need to justify the decision.

  • To request cancellation, contact us at legal@melio.med
  • Refunds are processed using the same payment method used for the purchase, within 14 days of receiving the request
  • The subscription remains active until the end of the paid period
  • Subscriptions do not auto-renew

8. Intellectual Property

All intellectual property rights over the melio.med Platform, including the brand, logos, interface, software, documentation, and original content belong to ONCOSTOP S.R.L. or are used under license.

  • Copying, reproduction, distribution, or modification of any element of the Platform without the written consent of the Operator is prohibited
  • Users grant the Operator a non-exclusive license to use the content published by them on the Platform for the purpose of providing services
  • Reviews and ratings published by users remain their property but may be moderated or removed by the Operator in case of abuse

9. Prohibited Conduct

Use of the Platform for the following purposes is strictly prohibited:

  • Publishing false, misleading, or harmful information
  • Harassing, threatening, or discriminating against other users
  • Unauthorized access to the Platform's computer systems
  • Distributing illegal, pornographic, or offensive content
  • Automated use (bots, scraping) without the written consent of the Operator
  • Fraud related to payments or identity
  • Practicing medicine without a valid license

10. Privacy and Data Protection

The processing of personal data is carried out in accordance with the Privacy Policy of the melio.med platform, which is an integral part of these Terms and Conditions.

11. Modification of Terms

ONCOSTOP S.R.L. reserves the right to modify these Terms and Conditions. Substantial modifications will be communicated to users at least 30 days before taking effect, by email and notification on the Platform. Continued use of the Platform after the date of modifications constitutes acceptance of the new terms.

12. Applicable Law and Dispute Resolution

These Terms and Conditions are governed by Romanian law. Any dispute will be settled amicably. If amicable settlement is not possible, jurisdiction lies with the courts at the registered office of ONCOSTOP S.R.L., in accordance with the Code of Civil Procedure.

Consumers also have access to the European Online Dispute Resolution (ODR) mechanism: https://ec.europa.eu/consumers/odr

ANPC (National Authority for Consumer Protection): www.anpc.ro

13. Contact

For any questions regarding these Terms and Conditions, you may contact us at:

ONCOSTOP S.R.L. | Tax ID: 52443272 | J2025066671009 | Bucharest, Sector 3, Strada Murgeni, No. 3, Room 1, Bl. L29, Staircase B, Floor 3, Apt. 74 | legal@melio.med | www.melio.med