Terms and conditions of service
This document governs the use of the private medical services offered by The Health Guard S.r.l. – Società tra Professionisti under the Doc On Call brand.
Introduction
This document sets out the terms and conditions governing the use of the private medical services offered by The Health Guard S.r.l. – Società tra Professionisti (hereinafter “Doc On Call”), with registered office at Viale Renato Parisano 50, 47921 Rimini, Italy, VAT No. 04750200406.
Home medical services are available in Rome and Rimini, while telemedicine services are available throughout Italy. Services may be requested 24 hours a day, 7 days a week, subject to clinician availability and confirmation by our team.
This agreement is governed by the Italian Civil Code (Articles 1321 et seq. concerning contracts in general), the Italian Consumer Code (Legislative Decree No. 206/2005, with particular reference to provisions on distance services) and the laws and regulations in force governing private healthcare services.
By accepting these terms and conditions, the patient agrees to comply with their provisions and to use the service in accordance with them.
Booking procedure
- Home medical visits may be requested through the website, by telephone or via WhatsApp.
- Telemedicine consultations may be requested by telephone or through the available digital channels.
- Home services are available in Rome and Rimini, while telemedicine is available throughout Italy.
- A booking is considered confirmed only after verbal or written confirmation from our team and, where required, completion of payment.
- Once confirmed, a booking may be cancelled only in accordance with the payment, cancellation and complaint provisions below.
Payment and cancellation
3.1 Home visits
- Payment for the service must be made when booking, through a payment link sent by email or WhatsApp.
- Payment by credit or debit card and bank transfer is accepted, depending on the service.
- Once a doctor has been assigned and has started travelling to the patient, the booking is no longer refundable, except in the circumstances described under “Limitation of liability”.
- If the visit is cancelled before confirmation and before the doctor has departed, the patient may request a full refund.
3.2 Telemedicine
- For telemedicine services, payment is made only at the end of the consultation and not in advance.
- If the service is completed correctly and the patient does not state during the video consultation that they wish to refuse it, the patient is deemed to have accepted the service and is required to pay.
- If, during the video consultation, the patient states that they do not intend to pay and provides a valid reason that is reviewed and accepted by the doctor or medical management, non-payment will be considered justified and no payment will be due.
- Disputes or requests not to pay submitted after the consultation has ended will not be accepted, except in cases of proven professional negligence or failure to provide the agreed service.
3.3 General provisions
Under Article 1464 of the Italian Civil Code, if performance becomes impossible for reasons beyond the provider’s control, the party unable to perform is released from the relevant contractual obligation.
Limitation of liability
The private medical service does not replace an Emergency Department and is intended exclusively for non-emergency medical care that can be safely managed outside hospital.
If an unforeseen event prevents the assigned doctor from providing the service, the patient will be contacted so that Doc On Call may:
- Offer the service with another available doctor.
- Alternatively, issue a full refund.
Doc On Call is not liable for delays or disruption caused by force majeure (Article 1256 of the Italian Civil Code).
Complaints and contact details
For any enquiry or complaint:
In the event of a dispute, the parties will first attempt to reach an amicable resolution. If no resolution is reached, any mandatory mediation procedures required by law will apply.
Changes to these terms and conditions
Doc On Call may amend these terms and conditions at any time in compliance with applicable law.
Changes will be published on the official website. Continued use of the service after publication constitutes acceptance of the updated terms.
If any provision is found to be invalid, the remaining provisions and the agreement as a whole will remain valid (Article 1419 of the Italian Civil Code).
Final provisions
This agreement is governed by Italian law.
Any dispute shall be subject to the jurisdiction of the Court of Rome, unless mandatory law provides otherwise.
For further information, customers may contact Doc On Call using the details provided above.
Do you have a question about these terms?
Contact Doc On Call before booking or making a payment. To submit a complaint, use the official email address and briefly describe the service concerned.