Terminology

Terms used in these Siffi user conditions and in the Client consent chapter have the following definitions, unless expressly otherwise stated or evident in the context.

The intermediation service provided by Siffi

1. Siffi provides the Client an Intermediation service through Siffi platform under which the Client has the possibility to receive the Service of a Medical worker. Siffi does not provide Services in their own name or does not have any employment or other contractual relations with the Medical workers, who offer Services in Siffi. Siffi does not take responsibility for the contents and quality of the Service, but is only responsible for the Intermediation service. The Service is provided to the Client according to the terms and conditions stipulated in a separate contract entered into between the HSP and the Client.

2. In order for it to be possible for Siffi to provide the Intermediation service to the Client, the Client still has to accept these User conditions and Privacy notice before the start of Siffi’s Intermediation service, create a User account in Siffi and provide Siffi with the appropriate consents necessary for Siffi to provide the Intermediation service. The Client has the right to close their Siffi User account according to clause 6 of the User conditions.

3. To receive the Intermediation service and order the Service, the Client will authenticate themselves on the Siffi platform by using their ID card, Smart-ID or mobile-ID, choose the suitable Medical worker on Siffi, accept the general conditions and privacy notice of that specific HSP, give the HSP the required consents for Service provision, book a time to receive the Service, the type of consultation, note what health related complaints they have, and pay for the ordered Service by credit card or, if available, a banking link directly to Siffi. Siffi will send the Client a confirmation via e-mail with the booked time, when the Client will receive the service in Siffi from the Medical worker

4. If a company is paying on behalf of the Client, the payment will be automatically deducted from the company’s virtual account. If the company’s virtual account does not have the necessary funds, it is possible to also partly pay for the Service from the company account and partly from the Client’s personal account.

5. Based on these User conditions, it is only possible to order Services through Siffi for the Client themselves. The Service can be ordered for a person with restricted active legal capacity, whose legal representative the Client is, however, in such case the Client also has to be present during the Service provision. If the person with restricted active legal capacity orders the Service themselves, or if the Client orders the Service for the person with restricted active legal capacity, but, the Client is not present during the provision of the Service, upon detection of such a situation, Siffi has the right to deny provision of the Intermediation service. In such case, Siffi is not obligated to return the sum paid by the Client for the Service.

6. As the provider of the Intermediation service, Siffi will make every reasonable effort to ensure that the Intermediation service meets the Client’s expectations. Despite the efforts of the Medical worker providing the Service, it is not fully possible to eliminate the risk that the information provided by the Client about the Client`s health is not entirely truthful, due to the specific character of remote consultation, a lack of laboratory analysis, and other circumstances. It is also important to note that the Service might not be an adequate form of intervention in case of some illnesses, which, depending on the specific health problem of the Client, might need an initial or follow-up appointment with a general practitioner or a specialised doctor.

7. As the provider of the Intermediation service, Siffi will keep confidential the information disclosed to the Medical worker about the Client during Service provision (for example, information forwarded by chat through Siffi) and will process the information only on conditions outlined in the User conditions and Privacy notice. Siffi follows all obligations derive from the Data protection laws and enters into data protection and confidentiality agreements with its employees, subcontractors and other persons, who may have access to the personal data disclosed by the Client. The Client has all the rights of a data subject set out in law.

8. The special categories of data (information on health) disclosed for the purpose of providing the Service will be stored on the Siffi platform for 7 days starting from their entry into Siffi by the Client or the Medical worker. After this time lapses, the Client no longer has the possibility of accessing their health information on Siffi. At the same time, this does not eliminate the Client’s right to turn to the Medical worker for this information should the need arise.

9. The Client has the possibility to access the User conditions and Privacy notice they have accepted in their Siffi profile under the subsection “My consents”.

10. When accepting the User conditions and creating the User account, the Client gives Siffi their consent for providing the Intermediation service and confirms that they are aware that when they agree to the User conditions, the Client as a consumer revokes their right of withdrawal.

User account

1. Through an existing User account, Siffi can provide the Client with the Intermediation service and through the User account, the Client can order the Service, participate in Service provision by the Medical worker, and access all transactions carried out by the Client on Siffi (Services bought).

2. Creating a User account is free of charge and the Client can do it independently on Siffi. To access the User account, identification is required using the Client’s ID card, smart-ID, mobile-ID or any alternative means serving the same purpose. By creating a User account and using the account, the Client gives Siffi the permission to use temporary as well as permanent cookies.

3. When creating a User account, the Client must identify him or herself by using the abovementioned authentication mechanisms and enter and confirm the required information (for example, their e-mail address). The Client’s e-mail address is necessary in providing the Intermediation service for notifying the Client of the bookings the Client has made, forwarding the confirmation of the booking by the Medical worker, forwarding the invoice for the Service, and other notifications. The Client is obligated to renew the e-mail address connected to the User account if the need arises.

Ordering the service, card payments and security

1. To order the Service, the Client chooses a suitable Service and Medical worker in Siffi and pays for the ordered Service by credit card and/or a banking link.

2. The Client also has the opportunity to transfer money into a virtual account on the Siffi platform, which can later be used to pay for the Service. The Client also has the right to ask Siffi to transfer the prepaid sum back to them by submitting an application to the e-mail address referred to in clause 8.7 of the User conditions.

3. The Client will pay Siffi for the ordered Services according to the Medical worker price list available on Siffi. For the sake of clarity, the Client will pay for the Intermediation service as well as the Service according to the amount set out in the price list directly to Siffi. The Client cannot and is not obligated to pay for the Service directly to the Medical worker and/or the HSP. The amount listed in the price list that should be paid to Siffi already includes both the Intermediation service as well as the Service fee.

4. The Medical worker who offers the Service has the right to unilaterally change the price list from time to time. When paying for the service, the price in effect at the moment of ordering the Service will apply. The Service will be provided based on the price list that was in effect at the moment of paying for the Service.

5. After arranging a time for the Service, the Client can change or cancel the booking, but not less than 24 hours before the agreed time. The Client can change the time of the consultation Service by logging in to their User account in Siffi. For bookings that are not cancelled, Siffi has the right not to return the prepaid sum paid for the Service to the Client. In case of a correct cancellation, Siffi will transfer the sum paid by the Client for the Service as a prepayment to the Client’s Siffi virtual account.

6. If the consultation does not take place and the Medical worker is at fault, the prepaid sum will be paid back to the Client’s Siffi virtual account.

7. The Service can be paid for by Visa or MasterCard credit cards or by banking link, if the latter is supported.

8. When using the card payment (Visa, MasterCard) option, the payment will be made via the secure Stripe service. After entering the card number, security code (three digit code on the back of the card), and the card expiration date, Stripe will authorise the transaction with the Client’s bank. When asking for card information, the SSL security protocol is used, as well as the MasterCard SecureCode and Verified by Visa security programmes, which ensure that the exchanged information cannot be accessed or changed by unauthorised persons. At the payment moment, the card owner will enter their card information into a database that is located in the Stripe server and the information will also be stored on the Stripe server. Siffi does not store the Client’s credit card information or have access to the Client’s credit card information.

Filing complaints

1. A Service ordered through the User account is considered completed when the occurrence of the video or audio session between the Client and the Medical worker is recorded in Siffi.

2. The Client has the right to file any complaints to Siffi within 14 days of the booked Service time if the Service provision was disrupted due to problems with the Intermediation service (technical problems). The Client should submit their complaints to Siffi at the e-mail address listed in clause 8.7 of these User conditions. In the complaint, the Client should describe exactly what are the contents of the complaint (for example, technical problems with Service provision). Siffi is not responsible for the Services provided to the Client and therefore it is not possible to submit any claims against Siffi regarding the Services.

3. Within 48 hours of receiving the Client’s complaint, Siffi will get in contact with the Medical worker who provided the Service, to confirm the complaint submitted by the Client (if Siffi cannot determine what was the problem to which the Client referred through Siffi’s technical support). If Siffi finds that the claims are justified, then the Service provider will return the amount paid for the Service to the Client’s virtual account.

4. Siffi platform is a means of providing an Intermediation service between the Client and the Medical worker, which is why Siffi cannot impact or take responsibility for the quality and shortcomings of the actual Service. Therefore, Siffi does not have the means to ensure that the Service will always be provided correctly and without fault on Siffi.

5. If the Client has complaints about the quality of the service provided by the Medical worker, the Client is obligated to directly contact the HSP whose Medical worker provided a lacking Service to the Client. The dispute between the Client and the HSP will be resolved outside Siffi platform, according to the HSP general conditions, and as the Intermediary service provider, Siffi will neither participate nor intervene in these procedures.

Closing a user account

1. If the Client wishes, they have the right to close their Siffi User account by sending a message to Siffi with the request to the e-mail address listed in clause 8.7 of these User conditions. When the account is closed, it is assumed that the Client has unilaterally ended the fulfilment of User conditions.

2. The User account cannot be closed if the Client has not fulfilled one or several of the following conditions:

   • The Client has unresolved claims;

   • There are active bookings on the Client’s account;

   • The Client has unpaid invoices;

   • There is money in the Client’s virtual account.

3. To reopen the User account within 24 months, the Client should contact Siffi at the e-mail address indicated in clause 8.7 of the User conditions.

4. Siffi has the right to unilaterally close the User account and, therefore, unilaterally end the fulfilment of User conditions, if according to the reasonable assessment of Siffi, a breach of the User conditions on the part of the Client will not allow to continue providing the Intermediation service. If it is possible and reasonable, considering the circumstances, Siffi will previously provide the Client with a deadline for eliminating the breach, and if it is not followed, Siffi will terminate the User contract and close the User account.

5. If Siffi closes the User account as described in clause 6.4, the Client does not have the right to request a reopening of the User account, as set out in clause 6.3.

6. After closing the User account, Siffi will erase the Client’s personal data within 7 days, unless Siffi has the legal obligation to maintain the personal data longer.

Liability

1. In providing their Intermediation service, Siffi is liable only for the wrongful violation of their obligations.

2. In providing the Intermediation service, Siffi uses third party service providers. Siffi is not liable for the quality of the Service provided by the HSP and/or the Medical workers.

3. Siffi is not liable for violations of their obligations that are due to the Client not following the guidelines provided in these User conditions or in Siffi.

Additional information

1. These User conditions will apply to the Client immediately after the Client accepts the User conditions and the Privacy notice and creates a User account in Siffi.

2. These User conditions constitute a contract without a fixed term, and the Client can close the User account and terminate the User conditions according to terms set out in clause 6 of the User conditions.

3. The prices of the Services ordered, including taxes and other parts of the price and their amounts are noted in Siffi on the booking form that is displayed while booking the Service.

4. The offers and prices listed by Siffi in Siffi are valid until they are published on Siffi platform and until otherwise noted there.

5. Siffi has the right not to provide the Service ordered by the Client (and the Client will not receive the ordered Service) if the Client does not follow the guidelines set out in the User conditions.

6. Before paying for the Service, the Client has the chance to review the information they entered and, if needed, change this information. The Client can also cancel the Service at least 24 hours before the Service is going to be provided to the Client. It is not possible to cancel the service less than 24 hours before, and in such case Siffi is not obligated to return the paid amount to the Client.

7. For questions or feedback about using the User account and the Intermediation service, the Client can contact Siffi’s client support by calling +3725019568 (M-F 8:00-18:00 GMT +2) or by writing an e-mail to info@siffi.com.Siffi will respond to the Client’s e-mail during working days within 24 hours of receiving the letter.

8. All rules that Siffi follows when providing the Intermediation service have been disclosed in the User conditions, Privacy notice and in Siffi platform.

Changing user conditions and resolving disputes

1. Siffi has the right to unilaterally change the User conditions and/or the Privacy notice by publishing the changed User conditions and/or Privacy notice on Siffi and by notifying the Client about the changes. The User conditions apply to the Intermediation service provided for the Client that were in effect at the moment of providing the specific Intermediation service.

2. If the Client does not accept the changes to the User conditions and/or the Privacy notice, the Client has the right to refuse to use the Intermediation service provided in Siffi.

3. If the Client finds that Siffi has not provided the Intermediation service according to the User conditions, the Client has every right to use legal remedy to protect their rights and turn to the appropriate supervisory agency.

4. Any disputes related to the fulfilment of these User conditions will be resolved through negotiation between the parties. If the dispute between the Client and Siffi cannot be resolved through negotiations, the dispute will be resolved by the Harju County Court. If the client is a natural person, the dispute will be resolved in the court allocated to the Client’s place of residence.

Special conditions

1. If Siffi has a valid framework agreement for providing the Intermediation service with a legal person that is an employer (a corporate employer) and whose employees are Siffi Clients (Clients, who are in an employment or other type of contractual relation with a corporate employer), then the following special conditions apply to these Clients:

   1. Clients can order Services through Siffi in the fields determined by the employer at the expense of the employer and to the credit extent determined by the employer. Siffi will notify the Client if the credit limit has been exceeded, and then the Client can pay for the booking with their own means according to conditions set out in clause 4 of the User conditions;

   2. If Siffi and the corporate employer have agreed that the Client is responsible for paying for the ordered Service themselves and the employer will compensate the Service directly to the Client based on their agreement, Siffi is obligated to forward the respective documents to the Client after the Service has been paid, which will allow the Client to request compensation from their employer. Payment for the Service by the Client will be carried out according to the conditions set out in clause 4;

   3. Until the Client is in an employment or other contractual relation with the employer, the employer will administrate the Client in Siffi. That means that the Client’s employer has the right to determine the Client’s rights (Service area, credit limit, etc.), when the Services are ordered at the employer’s expense. This fact does not mean that the Client’s rights are restricted in paying for services on Siffi themselves or ordering Services according to User conditions;

   4. If the framework agreement between Siffi and the Client’s employer ends, Siffi will not automatically erase the Client’s Siffi User account. If the Client wishes to delete their User account after the termination of the framework agreement between Siffi and the employer, the Client should follow conditions set out in clause 6 of the User conditions.

   5. If the Client has any complaints about the quality of the service provided by the Medical worker and if that leads to a dispute between the Client and the Medical worker, the Client is obligated to notify the company. After receiving information about a dispute from the company, Siffi will assist in resolving the dispute by bringing together representatives of the company and the HSP.

Terminology

The capitalised terms used in these general conditions have the following definitions, unless expressly otherwise stated or evident in the context.

Object of contract

The standard terms of HSP Services regulate the mutual rights and obligations of HSP and the Client in provision of Service.

Entering into a contract

1. A contract for the provision of services between the Client and HSP is considered to be concluded as of the moment, when a Client books an appointment on Siffi platform with a Medical worker and accepts the HSP general conditions and the Privacy notice. The general conditions apply to the Client with the registration for a service and the acceptance of the HSP general conditions and Privacy notice.

2. By booking an appointment with a Medical worker on the Siffi platform, the Client expresses that they aware of providing consent to receiving a Service.

Payment for the service, the entry into effect of a booking, cancelling a booking

1. The Client will pay for their selected Service according to the price list presented on Siffi platform.

2. The Client will not pay the HSP for the Service. Fees related to the Service will be paid by the Client according to the contract entered into between the Client and Siffi, and according to Siffi platform conditions of use.

3. After booking an appointment for a Service, the Client has the right to change or cancel their agreed time through their Siffi client account, however, not less than 24 hours before the booked appointment.

4. Cancellations made less than 24 hours before the booked time will be considered as Services rendered to the Client by HSP.

HSP rights and obligations

1. The HSP has the right to:

   1. demand the Client for truthful and complete information about the Client’s health;

   2. refuse to provide the Service if according to the Medical worker’s assessment, there is no clear opportunity to successfully render the Service or if the Client is requesting Service on conditions that are in conflict with these general conditions;

   3. change the Medical worker initially indicated at the time of booking the Service. The Client will be notified of a change in the Medical worker providing the Service as soon as possible;

   4. postpone the booked appointment for providing the Service if for reasons related to HSP work organisation (for example, if the Medical worker is away due to exceptional circumstances) it is impossible to provide the Service to the Client. In such case, the sum paid by the Client for the Service will be repaid to the Client;

   5. not provide the Service to the Client if the Client cancels the booking less than 24 hours before the booked time.

2. The HSP is obligated to:

   1. ensure the provision of Healthcare services to the Client in compliance with the HSOA, the Law of Obligations Act and with all other requirements set out in legal acts that regulate the provision of healthcare services;

   2. ensure that the Healthcare services and/or Health services provided to the Clients are at least of equal quality to the services provided by qualified medical workers who provide healthcare services on a professional basis, possess the required professional skills and knowledge and act in accordance with legal requirements;

   3. ensure that all Medical workers keep records of the provision of the Healthcare service and organise the documentation according to the provisions of the HSOA;

   4. ensure that all Medical workers keep records of the provision of the Health service and organise the documentation in a manner and to the extent that would later provide a relevant overview of Client`s health if necessary;

   5. ensure that the HSP, who does not have a confidentiality obligation set out in law or if the HSP provides a Health service to which the HSOA regulation does not apply, will process the special categories of data (in this case, first and foremost information on health) only with the Client’s expressed consent. In such case, the HSP takes on the obligation of ensuring that all Medical workers in their subordination do not process special categories of data without the Client’s expressed consent;

   6. ensure that the Medical worker respects the Client and communicates with the Client in polite manner;

   7. notify the Client about the circumstances of their health, the process and the results of the Service;

   8. keep the data about the Client’s identity, health status and other private life details which have been disclosed to the HSP in the course of Service provision in secret;

   9. keep the required records of Service provision (incl record the Service provision) and store the documents;

   10. process the Client’s personal data (incl information on health) in compliance with the applicable Data protection acts;

   11. process the Client’s personal data only to the extent that is necessary to achieve the is necessary to fulfil the specific purpose of the collection of the data;

   12. apply the suitable technical and organisational measures to protect the Client’s personal data against unpermitted or illegal processing and accidental or illegal loss, destruction, damage, change or publication of these data;

   13. verify that the Personnel related to providing the Service to the Client (except those to whom the legal obligation of professional secrecy applies) have entered into confidentiality agreements, and additionally ensure that the Personnel would know and follow obligations related to the protection of personal data set out in the general conditions and in Data protection acts;

   14. if needed, refer the Client to another Medical worker’s appointment or include other Medical workers in the provision of the Service or oblige the Client to come to a physical appointment with the Medical worker if according to the Medical worker’s assessment, it would not be possible to provide the Service through Siffi platform.

The client’s rights and obligations

1. The Client has the right to:

   1. receive the needed Service;

   2. receive information about their health status, illness, treatment and projected results in the language that has been indicated in the provider’s profile;

   3. actively participate in the decisions made in the process of Service provision;

   4. demand that the HSP keeps information about the Client’s health status, treatment and private life confidential (except in cases, where the HSP has a legal obligation to data disclosure);

   5. decide to whom the HSP can disclose information about the Client’s health status and to whom they cannot disclose that information;

   6. have access to the documents recorded by the Medical worker in the course of providing the Service and to make copies of these documents;

   7. cancel or change the booking made on the Siffi platform at least 24 hours before the booked time.

2. The Client has the obligation to:

   1. communicate with the Medical worker in a respectful and polite manner;

   2. the best of Client`s understanding to disclose all the facts necessary for the Medical worker in order for the Client to receive the best quality Service;

   3. assist in any way possible in the provision of the Service;

   4. provide truthful and complete information to the Medical worker about their health status, including all information pertaining to earlier medical treatment and medications used;

   5. accurately follow instructions given during the provision of the Service;

   6. participate in a timely manner in the provision of the Service;

   7. ensure that the Client has all the technical solutions for the Medical worker to be able to provide the Service through the Siffi platform.

Client consent for processing personal data

1. When accepting these general terms, the Client also accepts the HSP Privacy notice, which is available for the client at privacy policy.

2. To manage the Client’s consent forms, My consents subsection has been created on the Siffi platform, where the Client has the possibility of giving consent for the processing of their special categories of data (first and foremost information on health), both to the HSP that is providing the Service based on this Contract, as well as the Siffi website administrator and Intermediation service provider Siffi.

3. The Client has the right at any time to withdraw any given consents on Siffi platform. Notice about the withdrawal of consent is sent automatically by the system to the HSP and Siffi.

4. When withdrawing consent, the Client should consider that it will no longer be possible to continue providing the Service, since the Service provider and/or mediator will no longer have a legal basis for processing the Client’s data, including for the purposes of entering them into Siffi platform.

Complaints

1. The Client has the possibility to submit any feedback, complaints or any other suggestions about the Service in Siffi platform by using a form designated for that purpose.

2. If the differences between the Client and the Medical worker cannot be resolved through negotiations, the dispute will be settled in the Harju County Court. If the Client is a natural person, the dispute will be resolved in a court designated to the Client’s place of residence.

3. The Client has the right to turn to the appropriate supervisory agency for an assessment of the activities related to the Service that was provided to them.

Liability

1. The HSP and the Medical worker directly providing the Service are liable for the wrongful violation of their obligations. The HSP is not liable for the negative consequences resulting from Service provision if the Medical worker has informed the Client of any possible risks and consequences, and if the Client has given their consent to receive the Service.

2. The liability of the HSP is limited to three times the sum that was paid for the Service.

3. The HSP is not liable for indirect material damage or non-material damage.

4. The HSP is not liable for damages if the Client did not comply with the guidelines received from the HSP or the Medical worker that impact the success of the Service, including restrictions to the Client’s life organisation during the period preceding, during and after the Service provision.

5. If the Client does not participate in the Service provision at the booked time, it is assumed that the Client is in serious breach of the mandatory guidelines for conduct provided by the HSP.

6. The burden of proof for the liability of HSP and the Medical worker lies with the Client, except in cases, where the provision of the Service to the Client has been left undocumented, contrary to the stipulations of these general conditions.

7. Limited liability does not apply to intentional violations.

8. The statute of limitations for a claim for the compensation of damages to the Client is five years, starting from the time that they became aware of a breach of obligation and damage caused by the HSP or the Medical worker.

Contract expiry and termination

1. The contract for the Service provision ends when the Service provision ends.

2. The Service provision contract ends if one of the parties dies, if another healthcare service provider takes over the Service or if one of the parties to the service provision contract cancels the contract.

3. The Client can cancel the contract at any time during the provision of the Service, except if the cancellation occurs less than 24 hours before the booked Service provision. In such case, the booking will stand, the Service is considered as provided, and the Service provision contract ends after the booked time ends.

4. The HSP can cancel the contract with good reason, if all facts considered the HSP cannot continue to provide the Service, first and foremost, in cases where:

   1. the Client is in breach of the Service provision contract or violates other important guidelines provided by the HSP;

   2. the Client violates the obligation to provide information or the HSP has reasonable cause to assume that the Client has provided false information;

   3. the Client is in violation of their obligation to assist in the provision of the Service otherwise than stated in clause 9.4;

   4. the Medical worker determines that the Client is participating in the Service in an inadequate state, which does not allow for the provision of the Service to the Client.