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GENERAL CONDITIONS

FOR THE PROVISION OF SERVICES THROUGH THE E-MEDICINE PLATFORM

Dear Users of the E-medicine Platform,

Below we present our General Terms and Conditions for the provision of services through the E-medicine platform (hereinafter referred to as the “General Terms”). By beginning to use the services of the e-medicine platform, you agree to these general terms and confirm that you have read, understood, and accepted them.

These general terms regulate the provision of healthcare services, the rights and obligations of the platform users, and other matters essential to the platform’s functioning.

The owner of the E-medicine platform is the Company for Mediation and Services VCG TELEMEDIKON SPLLC Skopje, registered in the Trade Registry on 01.12.2022, at Vostanichka street no.2-lok.1, Skopje-Centar, with company registration number 7644884 and tax number 4080022610960, registered under primary activity code 86.22—Activities of specialist medical practice—and contact email: info@e-medicine.mk (hereinafter referred to as the “Company”).

DEFINITIONS

“Electronic Medical Record” refers to a record containing personal data and medical information, data, and diagnoses shared by the User with the Doctor—a person providing medical consultations via the Platform www.e-medicine.mk and www.e-caremedicine.com (international domain)—for the purpose of enabling telemedicine services.

“Telemedicine” refers to evidence-based medicine using health technology, representing a type of advisory activity involving the exchange of medical information through information and communication technologies for the purpose of consultation aimed at improving the health condition of the platform user, including diagnostics, treatment, monitoring, and professional exchange of opinions, in accordance with the Law on Health Protection and relevant bylaws.

“Law on Health Protection” refers to the Law on Health Protection as published in the Official Gazette of the Republic of Macedonia and subsequent amendments under the Republic of North Macedonia no. 43/12, 145/12, 87/13, 164/13, 39/14, 43/14, 132/14, 188/14, 10/15, 61/15, 154/15, 192/15, 17/16, 37/16, 20/19 and „ Official Gazette of the Republic of North Macedonia“ no. 101/19, 153/19, 180/19, 275/19, 77/21, 122/21, 178/21, 150/22, 236/22, 199/23, 236/23, 263/23, 30/24 и 74/24).

“Telemedicine Services” refers to a separate advisory activity or procedure within the health treatment of the Platform Users performed by the Doctors – Persons providing medical consultations, i.e. services consisting of the exchange and provision of advisory medical information and health services from Telemedicine through the Platform www.e-medicine.mk and www.e-caremedicine.com (international domain), through the mediation of and through the Platform, which is owned by the Administrator, requested by a Platform User and provided by a Doctor – Person for medical consultations for the purpose of advising in order to improve the health treatment of a Platform User, in the area of ​​advising regarding the diagnostics, treatment and monitoring of the Platform User, as well as in the area of ​​professional exchange of opinions, provided by the Doctor – Person for medical consultations, in order to improve the health care of the Platform User;

“Medical Advice” refers to general advisory medical information and consultations provided via telemedicine services facilitated through the platform www.e-medicine.mk and www.e-caremedicine.com (international domain).

“General Terms of the Platform” www.e-medicine.mk and www.e-caremedicine.com (international domain) refers to these General Terms for using the Platform, under which the telemedicine services are conducted.

“Doctor—Medical Consultant” refers to a medical professional who meets all legal requirements to provide advisory healthcare services in a specific medical field via the platform, is registered in the registry of healthcare professionals, and holds a valid license.

“Platform User” or “User” refers to a person who registers and/or logs in to request telemedicine services in a scheduled appointment with a doctor for a specific fee.

“Platform Administrator” refers to the legal entity that owns the platform www.e-medicine.mk and www.e-caremedicine.com (international domain) and/or persons authorized by it, who facilitate the smooth delivery of telemedicine services and act as intermediaries managing the relationship between users and doctors through dedicated software for medical advice and services, with integrated electronic payment processing.

“E-medicine Platform” www.e-medicine.mk and www.e-caremedicine.com (international domain)” refers to a special technological platform that, through special software, with 3 (three) basic users (user interfaces) with different details for each of them, created exclusively for a special purpose, owned and managed by the Administrator, which mediates and which was created in order to enable the smooth running and provision of Telemedicine services, requested by logging into a special profile by a User of the Platform and provided by the special profile of a Doctor – Person for medical consultations according to the requested Telemedicine service from the appropriate medical field, at a certain time after a previously scheduled appointment and with a certain fee, charged by electronic payment through the Platform www.e-medicine.mk and www.e-caremedicine.com (international domain);

“Appointment” refers to a scheduled date and time, selected and reserved in advance by the user, during which real-time communication occurs with the doctor for a maximum of 30 minutes.

SERVICE DESCRIPTION AND GENERAL INFORMATION

The e-medicine platform functions as an intermediary by connecting users with doctors for online consultations related to diagnosis, treatment, and monitoring.

The company’s role is limited to providing intermediary services, including platform maintenance, user profile management, communication facilitation, and payment processing.

The Company and Doctors – Medical Consultants operate as independent entities and the cooperation between them does not imply the creation of an employer-employee relationship, nor any form of joint venture.

The Doctor – Medical Consultant is solely responsible for the services provided to the Platform Users, and the Company does not provide professional guidance on the manner of performance of professional services by the Doctor – Medical Consultant, nor does it in any way influence the method by which the services are provided to the Platform Users. However, the Company may terminate the cooperation with the Doctor – Medical Consultant in the event of fulfillment of the conditions stipulated in these General Terms and Conditions or other acts or agreements of the Company.

Given that the services are provided through information and communication technology, we point out that medical advice regarding diagnostics may be limited due to the absence of direct observation by the Doctor – Medical Consultant, and that such consultation does not replace a full medical evaluation or physical examination. If the Doctor – Medical Consultant deems it necessary, he may refer the Platform User to undergo a physical examination.

The platform is not intended for emergency medical services. Users are advised to call emergency numbers or visit appropriate medical institutions in such cases.

REGISTRATION AND PLATFORM USE

To use the services or book appointments, users must register and create a profile. Only persons over 18 may use the platform.

Required registration information:

  • Full name
  • Email address
  • Gender
  • Phone number
  • Date of birth

Users may upload a profile photo (optional) and must create a password. Upon registration, users can access doctor profiles, expertise, and available appointments.

After successfully completing the registration, the user can start using the E-medicine Platform.

The registered user has at his disposal a list of Doctors – Medical Consultants with their short biographies and field of expertise as well as a calendar of available consultation appointments. This information is provided by the Doctors – Medical Consultants who are solely responsible and guarantee its accuracy.

Users can choose between two consultation methods exchange of messages during the simultaneous presence of the User and the Doctor – Person for medical consultations:

  • Online chat;
  • Video call + online chat

The price list for services by type and specialty is available on the platform.

If choosing a video consultation, users must ensure the necessary technical conditions. Otherwise, the company and doctors are not liable for any disruptions.

The Company will make efforts to ensure that the service is provided to the users without interruption. However, due to circumstances beyond the Company’s control (interruptions in the provision of electricity, interruptions in the internet connection, natural disasters, etc.), the Company cannot guarantee that the services will be available at all times.

If the user opts for communication without a video call, and the Doctor – Medical Consultation Person assesses that there is a need for the same, he may refer the user to a video call, for which the user is required to make a new appointment.

In case of need, the Doctor – Medical Consultation Person may also refer the user to a physical examination, for which a separate appointment is also scheduled through a report issued by the Doctor – Medical Consultation Person or through the E-medicine platform.

The Platform User is solely responsible for the accuracy of the information provided to the Doctor – Medical Consultation Person.

SERVICE FEES AND PAYMENT

The user of the Platform will pay for each consultation individually according to the Price List of the Platform.

The price list for each of the services is individually defined in the Price List published on the Platform.

The fee determined by the Price List includes the fee paid to the Doctor – Person for medical consultations, as well as the intermediary commission to the Company.

Payment on the Platform

The fee for the services ordered by the User is charged immediately through the E-medicine Platform.

The Company uses the following account 210-0764488401-58, NLB Bank AD Skopje, for receiving funds from the Users of the Platform.

The User makes the payment with a payment card on the Platform (Visa, MasterCard, Maestro, Diners Club), whereby the User should enter the payment card data in the designated secure form on the page. If the transaction is completed, the User receives a notification of a successful transaction.

Payment card information is stored on a secure and protected page, encrypted and inaccessible to third parties during the payment process. Payment card data is not available to the Platform, even in cases where the User saves the used payment card in his user account.

The funds that will be paid into the E-medicine account in Macedonian denars, in accordance with the law on payment transactions.

Involvement of banks in the execution of transactions

In the process of executing payment transactions, payment service providers are banks, i.e. the bank in which the Company has opened a transaction account, banks and banks in which the Users have opened their accounts, as well as the bank in which the Doctors – Persons for medical consultations have opened accounts for receiving funds.

As a result of the specified payment method and the participation of banks in the process, the User may have an additional cost for payment of a commission for the realization of the payment to the bank, in accordance with the relevant regulations.

APPOINTMENT CANCELLATION

For a scheduled appointment outside of multi-month packages

The Platform User has the right to cancel the appointment no later than 48 hours before its implementation.

In the user profile, in the “Appointments” section, all realized, scheduled and canceled appointments of the user are displayed. If the user needs to cancel an appointment, he/she must select the scheduled appointment and click on the cancel appointment field.

If the appointment is canceled within the allowed period of no later than 48 hours before its realization, the funds through which the payment was made will be returned to the Platform User, i.e. to the payment card with which the payment was made.

If the User cancels the appointment up to 24 hours before its realization, the User of the Platform will be kept 50% of the funds paid, while the remaining 50% will be returned to the payment card with which the payment was made.

If the appointment is canceled after the expiration of 24 hours before its realization, the paid funds will be non-refundable. This information will be clearly and visibly displayed on the payment form, before the user confirms the payment, in order to be informed in a timely manner about the conditions for cancellation and refund.

INTELLECTUAL PROPERTY RIGHTS

The Company has exclusive copyrights to the Platform, which includes all content of the Platform, visual displays, data and databases, software, program code, etc.

It is prohibited to reproduce, display, distribute or otherwise use the Platform with all the listed elements for public or commercial purposes. For any use of the Platform contrary to such prohibition, the Company has the right to initiate appropriate proceedings before the competent authorities.

COMPLAINTS AND DISPUTE RESOLUTION

If the User has certain complaints regarding the service provided by the Company through the E-medicine Platform, he/she may contact the e-mail address contact@e-medicine.mk, after which the Company will review the allegations of the Service User and respond to the complaint within 7 days.

If the Platform User has a specific complaint regarding the actions of a Doctor – Medical Consultation Person, he/she may submit a complaint within 5 days in the same manner described in the previous paragraph.

The Company reviews the allegations in the complaint, communicates with the Doctor – Medical Consultation Person regarding the allegations, and with the consent of the Platform User, reviews the recording of the consultation, i.e. the written communication with the User (depending on the manner in which the service was performed). If it is determined that the Doctor – Person for Medical Consultations acted contrary to the Company’s internal acts, the cooperation agreement or positive legal regulations, the Company may terminate the cooperation with the Doctor – Person for Medical Consultations, as well as take other appropriate legal actions.

If it is determined that the Doctor – Person for Medical Consultations unjustifiably did not attend the scheduled appointment or refused to provide the requested service, the Platform User will have the funds for the consultation returned to his balance on the platform user profile and he will have the right to a new consultation on the platform.

At the same time, the Platform User may resolve the dispute in an out-of-court dispute resolution procedure, in a manner determined by the Consumer Protection Law.

If the dispute is not resolved in the above-mentioned ways, the dispute may be resolved before a competent court in the Republic of North Macedonia.

DATA PROTECTION

The company processes personal data in accordance with the privacy policy available on the platform.

In order to be adequately informed about the specific personal data we use, as well as the method of processing, the purposes of processing, the duration of processing, your rights regarding processing and other relevant information, please read the Privacy Policy.

COMMUNICATION LANGUAGE

Platform content is available in Macedonian, Albanian, and English.
The language for each consultation depends on the doctor’s profile.

PROHIBITIONS AND MISUSE

Users of the Platform are obliged to use the Platform exclusively in accordance with these General Services, as well as in accordance with applicable legal regulations.

Platform Users are specifically prohibited from:

  • Registration on the Platform with incorrect personal data;
  • Providing incorrect information to Doctors – Medical Consultation Persons when using the services and/or communicating with them in an inappropriate manner, especially by using insults, slander, hate speech, discriminatory statements and other types of communication that are not permitted in accordance with the positive regulations;
  • Providing incorrect information when submitting a complaint about the quality of services, as well as using offensive, discriminatory, obscene comments or any other type of communication that is not permitted in accordance with the positive regulations;
  • Enabling another person to use the services of the Platform;
  • Displaying or sending documents that contain viruses and/or in any way may adversely affect the Platform;
  • Illegally downloading and using data from the Platform;
  • Disabling the functioning or making it difficult to function on the Platform in any way;
  • Using the Platform for any purposes that are contrary to the positive regulations.

At the same time, the Platform Users are prohibited from any action to circumvent the Platform, in particular:

  • Scheduling a consultation with a Doctor – a person for medical consultations with whom he/she came into contact through the Platform, without the mediation of the funds provided by the Platform, in order to avoid paying an intermediary fee to the Company that administers the Platform.

In the event of information received about the performance of actions by the Platform Users that are contrary to the positive regulations or the provisions of these General Terms and Conditions, the Company has the right to prevent the Platform User from further using the Platform services, as well as initiate appropriate procedures before the competent authorities.

VALIDITY AND CHANGES

These terms are effective from April 1, 2025.
The company may update the terms due to legal or operational changes.
Updated versions will always be available on the platform.

Sincerely,
VCG TELEMEDIKON SPLLC Skopje