Ready Help Terms and Conditions

Last updated: 18/01/2024

1. Introduction

Please read these Terms and Conditions carefully before using the ReadyHelp website and services operated by ReadyHelp (“us,” “we,” “our”). Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users, and others who access or use the Service. By accessing or using the Service, you indicate your agreement to be bound by these Terms and Conditions and the provisions outlined in our Privacy Policy. If you do not agree with any part of these terms, please refrain from accessing or using the Service. Please note that your use of the Service is also subject to compliance with the terms and policies provided in our Privacy Policy. It is essential to review our Privacy Policy, as it explains how we collect, use, and protect your personal information. The Privacy Policy complements these Terms and Conditions and collectively govern your experience with our Service.

2. Age Requirement

Our services are not intended for children under 13. Users must confirm that they are of legal adult age as per their local regulations. If users are minors, they can only utilize ReadyHelp services under the supervision of a parent or legal guardian. Please note that individuals under the age of 13 are strictly prohibited from accessing and using our services.

3. In-Person Consultations

3.1. Appointment scheduling, rescheduling and cancellation: you can schedule a visit from our booking page, we do not accept visits outside the available hours. You may reschedule your appointment, however, cancellations made less than 24 hours before the scheduled time will not be eligible for a refund.

3.2. The consultation service is accessible only during the available scheduling times.

3.3. Late arrival policy: We strive to maintain punctuality for all appointments. If you anticipate being late, please contact us promptly at +393780661848 via call or WhatsApp. While we will make every effort to accommodate your delay, please note that late arrivals may result in a shortened consultation time.
3.4. Consultation Fees: our standard consultation fee starts at €50 per patient per visit, with each appointment typically lasting around 20 minutes. Additional charges may apply if the doctor attends to multiple patients requiring prescriptions during the same visit or if the consultation exceeds the allotted time.
3.5. Professional Conduct: our team of healthcare professionals is committed to providing high-quality medical care in a respectful and compassionate manner. We expect all patients to conduct themselves appropriately during consultations, adhering to medical advice and instructions provided by our doctors.
3.6. Confidentiality and Privacy: we prioritize the confidentiality and privacy of our patients’ medical information. All personal and medical data shared during consultations will be handled in accordance with applicable data protection laws and regulations.

4. Online Healthcare Services

4.1. ReadyHelp offers access to medical prescriptions (“Medical Services”) for common health issues through our telemedicine platform.

4.2. Our service is designed to assist Users in obtaining prescriptions for non-emergency medical conditions. Our doctors are certified licensed healthcare professionals, who are proficient in English and capable of providing assistance to international patients (“Healthcare Professionals”).

4.3. The online prescription service is available Monday to Sunday 9:00 a.m. – 6:00 p.m.

4.4. Online service fees: the cost for an online prescription starts at €40 per patient per request. This fee applies to individual requests. For requests submitted for multiple patients within the same form, additional charges will apply. If a patient requires additional prescriptions after submitting a request and receiving the prescription, they will need to submit another form.

4.5. The Platform is solely available for users that are currently in Italy. Using a VPN or other similar services to access the Platform is strictly prohibited.

4.6. The User allows the Healthcare Professionals to contact him/her after submitting the request with his/her information.

4.7. The prescription is sent to the User via email as a PDF document, digitally signed with the software Aruba Sign. The PDF of the prescription is digitally signed to comply with the European eIDAS Regulation (No. 910/2014 of 23 July 2013).

4.8. The User acknowledges that the prescription is only valid for 5 days from the date on the digital signature.

4.9. By using our services, you acknowledge and accept that you are solely responsible for the accuracy of the medical information you provide. Any medical advice or diagnosis you receive is based entirely on the information you provide, including your symptoms and the personal health data accessible with your consent. Therefore, it is essential to furnish truthful and comprehensive information about your health, avoiding the omission of any relevant medical details. This ensures that our healthcare practitioners can offer precise diagnoses and prescriptions.

4.10. Furthermore, you agree to supply and keep your personal information accurate, up-to-date, and complete. In the event of any changes to your personal information, as outlined in this Agreement, you are responsible for promptly updating your account details.

5. Email Delivery

The Platform holds no responsibility if the email you receive falls into your email account’s junk or spam folder. It is your sole obligation to monitor all folders in your email account. If you do not receive the email, it is imperative that you contact us to address any issues. Failure to do so will result in the assumption that you have received the documents.

5.1. You are responsible for ensuring that the email containing the prescription is forwarded to the designated pharmacy without alteration. In this scenario, you will be considered a liaison between the Platform and the Pharmacy. To maintain user security and privacy, we will provide you with a passcode, which you must enter. The same passcode will also be sent to the pharmacy to enable them to open and access your prescription.

6. Telemedicine Services

6.1. Telemedicine services involve the utilization of electronic communication methods to enable healthcare professionals to provide remote medical advice to patients.

6.2. These healthcare professionals may include general practitioners, specialists, subspecialists, or other authorized healthcare practitioners.

6.3. Telemedicine services may encompass the use of electronic devices for the purpose of diagnosis, therapy, follow-up, training, or consultations, and may involve various communication methods such as chat, phone calls, or email. These interactions may include the exchange of medical records or data from electronic medical devices.

6.4. The User acknowledges that telemedicine services are not a substitute for in-person medical examinations.

7. Electronic Medical Records (EMR) Usage

7.1. An electronic medical record (EMR) is established to keep your personal health information securely in an online format. This digital repository encompasses various aspects of your medical history, current health conditions, symptoms, previous diagnoses, allergies, medications, and more.

7.2. The purpose of the EMR is to facilitate a comprehensive assessment of your case, enabling both you and the Practitioner to fulfill all legal obligations as dictated by relevant laws and regulations.

7.3. Any information conveyed by the Practitioner during consultations, regardless of its form, becomes an integral part of your electronic medical record.

7.4. Should you wish to incorporate specific details into your EMR, you can do so by providing this information to the Practitioner during consultations. For any additional information or inquiries concerning the management of your electronic medical record, we recommend referring to our Privacy Policy.

7.5. The accuracy and completeness of the information within your EMR rely on your active participation. It is essential to furnish precise and up-to-date information during consultations, as this data is recorded in your electronic medical record.

8. Healthcare Professionals

8.1. Information regarding healthcare professionals, including their certifications, experience, geographical location, and healthcare specialties, is made available within the prescription document.

8.2. Please be aware that we maintain the right to disclose this information exclusively to the User utilizing the service, ensuring that it is not publicly displayed on the platform.

8.3. Furthermore, we prioritize the privacy and confidentiality of both Users and healthcare professionals. As such, any additional personal or sensitive information shared during consultations or interactions on the platform is treated with the utmost care and will not be publicly disclosed or shared without explicit consent.

9. Limitation of Liability

To ensure clarity and transparency, it is essential to understand the scope of ReadyHelp’s liability. We want to emphasize that while we are dedicated to providing exceptional services, there are certain limitations to our liability as permitted by applicable law.

9.1. ReadyHelp, along with its officers, directors, employees, and agents, shall not be held liable for various types of damages or losses, as outlined below:

• Indirect Damages

• Incidental Damages

• Special Damages

• Consequential Damages

• Loss of Profits or Revenues

• Loss of Data

• Loss of Use, Goodwill, or Intangible Losses

9.2. We emphasize that these limitations of liability are implemented to the fullest extent permitted by applicable law. They are designed to safeguard ReadyHelp, its officers, directors, employees, and agents from liability beyond what is legally required. Our commitment to providing valuable services remains unwavering, and we strive to meet and exceed your expectations within the boundaries of these legal constraints. Your use of ReadyHelp services is governed by these terms, and by using our services, you acknowledge and agree to these limitations of liability.

10. Changes to Terms and Conditions

We reserve the right to update or change our Terms and Conditions at any time without prior notice. Any changes will be effective immediately upon posting on this page. Your continued use of the Service after we post any modifications to the Terms and Conditions on this page will constitute your acknowledgment of the modifications and your consent to abide and be bound by the modified Terms and Conditions.

11. Service Fees

In line with our commitment to transparency, we charge fees for the services we offer. These fees are designed to cover the costs associated with connecting you with healthcare professionals, maintaining our platform, and ensuring that you receive reliable and efficient service. The specific fees for each service are detailed on our website, and we encourage you to review them before using our services. Please note that by using our services, you agree to pay the applicable fees associated with the services you request. The fees may vary depending on the nature of the service you require, and they are subject to change. Any fee changes will be communicated to you in advance, ensuring that you are always aware of the costs associated with your healthcare needs.

12. Refunds

Our commitment to your satisfaction extends to our refund policy. We understand that there may be specific situations where you may require a refund for fees paid for our services. We want to assure you that we have a clear and fair Refund Policy in place. Refund requests are considered on a case-by-case basis, and we follow a structured process to ensure fairness and transparency in our decision-making.

12.1. We do not provide refunds for the request of controlled medications (see the full list here).

12.2. We do not provide refunds for online requests if the information submitted is incorrect or misleading.

12.3. We do not provide refunds for in-person consultations, if cancellations occur less than 24 hours before the appointment.

12.4. Ready Help maintains the right to decline refund requests in cases where the User disagrees with the prescription provided by a Healthcare Professional. The prescription process is carried out by qualified Healthcare Professionals who exercise their expertise and judgment to determine the most suitable medication and treatment plan based on the User’s medical condition and symptoms.

13. Payment Authorization

You authorize the Platform to charge any debit/credit card linked to your account with any applicable charges as stated in these Terms and Conditions. The Platform does not accept any payment by insurers on your behalf, unless the same has been agreed in writing between the customer and the Platform. We offer a private fee-for-service, which cannot be paid by the public National Health System.

14. Invoice

ReadyHelp provides a detailed invoice for the services rendered to each User. The invoice includes a breakdown of all applicable charges associated with the services requested. Invoices are generated and delivered electronically to the User’s registered email address within a reasonable timeframe following the provision of services. Users are responsible for reviewing their invoices for accuracy and reporting any discrepancies or concerns promptly. ReadyHelp ensures that invoices adhere to relevant legal and financial regulations. For any inquiries or requests related to invoices, please contact our customer support team for assistance.

15. Patient’s Data and Privacy

Please read our Privacy Policy for information on this matter.

16. Applicable Law and Jurisdiction

16.1. These Terms of Use are governed by Italian law.

16.2. Any disputes arising from these Terms of Use will be referred to the exclusive jurisdiction of the Court of Rome.