Terms of Service
The agreement between you and Z2A Health when you use the platform.
Z2A Health is not for emergencies
If you are having a medical emergency, call your local emergency number immediately — 112 across the EU and in Moldova, 911 in the United States and Canada. Do not book a consultation and wait. A doctor on this platform may be in a different country and several hours away by clock, and cannot examine you, reach you or send help.
Before this page goes live
Every highlighted field must be completed and the document reviewed by a lawyer qualified in the jurisdictions where you operate. Consumer contract terms are heavily regulated in the EU, and an unfair term is simply unenforceable — writing a clause that overreaches does not protect you, it wastes the clause.
1. What Z2A Health is, and what it is not
Z2A Health operates a platform that connects patients with licensed doctors, clinics and hospitals in the Republic of Moldova, and provides the booking, video consultation, record-keeping and payment infrastructure around that connection.
We are a platform, not your doctor
Z2A Health does not practise medicine. We do not employ the doctors you consult, we do not direct their clinical judgement, and we do not review or approve their advice. The doctor you consult is an independent professional, licensed and regulated in Moldova, and is responsible for the medical care they provide.
What we are responsible for is the platform: that it works, that your data is protected, that the doctors listed have been verified, and that payments are handled correctly. Those are real obligations and we take them seriously — but they are different obligations from clinical ones.
A consultation through Z2A Health is not a substitute for in-person examination. A doctor working over video cannot palpate, auscultate, take your blood pressure, draw blood or perform any physical examination. Some conditions cannot responsibly be assessed remotely, and a doctor who tells you that you need to be seen in person is doing their job correctly.
2. Who may use it
- You must be at least 18 years old.
- You must have legal capacity to enter into a contract.
- You must provide accurate registration information and keep it current. Giving a false name or date of birth on a medical platform is not a minor matter — it can lead directly to unsafe prescribing.
- One account per person. Do not let anyone else use yours.
[[IF PAEDIATRIC CONSULTATIONS ARE OFFERED, ADD THE GUARDIAN ACCOUNT MODEL HERE: WHO HOLDS THE ACCOUNT, WHO CONSENTS TO TREATMENT, AND HOW THE RECORD TRANSFERS WHEN THE CHILD REACHES 18.]]
3. Your account
You are responsible for keeping your password confidential and for activity under your account. Tell us immediately at [[support@z2ahealth.com]] if you think someone else has access.
You may sign in with an email address and password, or through Google, Facebook, LinkedIn or Apple. Where a social provider confirms your email address is verified, we link it to your existing account; where it does not, we ask you to prove ownership first, so that nobody can take over your health record by registering a matching address elsewhere.
4. Doctors on the platform
Before a doctor becomes bookable we verify four things: their identity, their licence with the Moldovan medical authority, confirmation from their employing institution, and their malpractice insurance. A doctor who has not passed all four does not appear to patients.
Verification means we have checked those credentials. It is not a warranty of clinical outcome, and it does not make us responsible for their advice.
Where your doctor is licensed
Doctors on Z2A Health are licensed in the Republic of Moldova. They are generally not licensed in the country where you are physically located. Several countries require a physician to be registered locally in order to treat a patient present in that country, and the rules differ from one country to the next. Depending on where you are, your consultation may be treated as a second opinion or health advice rather than as local medical treatment, and it may not integrate with your local health system, your GP, or your insurance. [[COUNSEL MUST CONFIRM THE POSITION FOR EACH LAUNCH MARKET AND THIS PARAGRAPH MUST THEN SAY SO PRECISELY.]]
5. Consultations
- Appointment times are shown in both your local time and Chișinău time. Please check both before booking.
- Join on time. If you are more than [[N]] minutes late the doctor may end the appointment and it may be charged.
- If the doctor does not join within 10 minutes of the scheduled start, you are refunded automatically.
- You need a device with a camera, a microphone and a stable connection. We cannot refund a consultation lost to your own connection failure, though we will always try to help reschedule.
- Give accurate information about your symptoms, medication and history. A doctor can only work with what you tell them.
[[STATE THE RECORDING POLICY HERE AND MAKE IT MATCH THE PRIVACY POLICY EXACTLY. THE TWO DOCUMENTS CONTRADICTING EACH OTHER ON RECORDING WOULD BE A SERIOUS PROBLEM.]]
6. Prescriptions and their limits
A Moldovan prescription may not be dispensable where you live
A doctor on Z2A Health may issue a prescription under Moldovan law. Moldova is not a member of the European Union, so Directive 2011/24/EU on the recognition of prescriptions between member states does not apply to it. A prescription written by a Moldova-licensed doctor is therefore not automatically valid in an EU pharmacy, and is generally not valid in the United Kingdom, the United States or Canada.
What we provide is a clinical document you can present to a local doctor or pharmacist. Whether it is honoured is a matter for local law and the local pharmacist's professional judgement. We cannot guarantee that any prescription issued through this platform can be filled where you live, and you should not book a consultation on the assumption that it will be.
Doctors may decline to prescribe remotely at their discretion. Controlled substances, and medicines requiring physical examination or monitoring, will generally not be prescribed through this platform.
[[LIST THE COUNTRIES WHERE YOU HAVE ESTABLISHED A RE-ISSUE PATHWAY WITH LOCAL PARTNER DOCTORS, AND STATE PLAINLY THAT ELSEWHERE THERE IS NONE.]]
7. Payment, cancellation and refunds
| Item | Terms |
|---|---|
| Consultation fee | Shown before you confirm, in your chosen currency. The exchange rate is fixed at the moment of booking. |
| Platform fee | Included in the displayed total and shown separately at checkout. |
| When you are charged | At booking. |
| Free cancellation | Up to [[12]] hours before the appointment — full refund. |
| Late cancellation | Within [[12]] hours — [[REFUND POLICY]] |
| Doctor cancels or does not appear | Full refund, automatically. |
| Subscriptions | Billed monthly, cancellable at any time, effective at the end of the paid period. [[CONFIRM]] |
Your right of withdrawal, and why it needs care
EU consumers normally have 14 days to withdraw from a distance contract without giving a reason. That right can be lost for a service that is fully performed within the period, but only if you gave prior express consent and acknowledged you would lose the right. If you book a consultation for tomorrow, this matters. The consent language must be presented at checkout, not buried here. [[COUNSEL MUST DRAFT THE CHECKOUT CONSENT WORDING AND IT MUST BE MIRRORED IN THIS SECTION.]]
8. Acceptable use
Do not: impersonate anyone; record a consultation without the doctor's agreement where consent is required; abuse or harass doctors or staff; attempt to obtain controlled substances by deception; probe, scrape or attack the platform; or use the service for anything unlawful.
We may suspend an account for a serious or repeated breach. Where we do, we will tell you why, and you keep the right to access your medical record.
9. Availability
We aim to keep the platform available continuously but do not guarantee uninterrupted service. We may take it down for maintenance and will give notice where we reasonably can. [[IF YOU OFFER AN SLA, STATE IT HERE; IF NOT, SAY SO.]]
10. Liability
We are responsible for operating the platform with reasonable skill and care. We are not responsible for the clinical judgement, diagnosis or treatment provided by an independent doctor.
To the extent permitted by law, our total liability arising from your use of the platform is limited to [[AMOUNT OR FORMULA]].
What this clause cannot do
Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded. In EU consumer contracts a term that creates a significant imbalance to the consumer's detriment is unfair and unenforceable, and a court will strike it out rather than read it down. A liability cap on a healthcare platform is exactly the kind of term that gets scrutinised, so it should be drafted conservatively by a lawyer rather than set as low as possible.
11. Complaints
About the platform — billing, booking, technical problems — write to [[support@z2ahealth.com]]. We aim to respond within [[N]] working days.
About clinical care, you may complain to us and we will pass it to the doctor and their institution, but the body that regulates their practice is the Moldovan medical authority and you retain the right to go to it directly. [[NAME THE AUTHORITY AND GIVE ITS CONTACT DETAILS.]]
EU consumers may also use the European Commission's online dispute resolution platform. [[CONFIRM CURRENT STATUS AND LINK — THE EU ODR PLATFORM HAS BEEN SUBJECT TO CHANGE; VERIFY BEFORE PUBLISHING.]]
12. Ending the agreement
You may close your account at any time from your settings or by writing to us. Closing your account does not delete clinical records that we or your doctor are legally required to retain — the Privacy Policy explains exactly what is deleted and what is not.
We may end the agreement on [[N]] days' notice, or immediately for a serious breach. If we do, we refund any consultation you have paid for but not received.
13. Governing law
These terms are governed by the law of [[JURISDICTION]] and disputes are subject to the courts of [[JURISDICTION]].
If you are a consumer resident in the EU, this does not deprive you of the protection of the mandatory consumer law of your own country, and you may bring proceedings in your local courts. That is not a courtesy — it is a rule you cannot contract out of, and stating otherwise would make the clause unenforceable.
14. Contact
| Legal entity | [[REGISTERED COMPANY NAME]] |
|---|---|
| Registration no. | [[COMPANY NUMBER]] |
| Registered address | [[FULL ADDRESS]] |
| Support | [[support@z2ahealth.com]] |
| Privacy | [[privacy@z2ahealth.com]] |