Terms of Use

1. Definitions

• Platform: The AloDoktor.al website and any service/feature related to it
• User: Any person who uses the platform, including patients and healthcare professionals
• Healthcare professional: Doctor, psychologist, physiotherapist or other licensed/legally authorized professional in the relevant jurisdiction
• Service: The appointment booking and management system and (when applicable) organizing audio/video communication between the user and healthcare professional, without content storage
• Platform Operator: AloDoktor.al is operated by Alodoktor SH.P.K., VAT M64410003U, headquartered in Korce, Albania, registered under the laws of the Republic of Albania.

2. Acceptability

To use the platform, you declare and warrant that:

• You are over 18 years old or use the platform with the consent of a parent/legal guardian
• You provide accurate, complete and up-to-date information during registration and use
• You maintain the confidentiality of account credentials and do not share them with third parties
• You notify the platform immediately if you suspect unauthorized use of your account

3. Platform Use and Limitation of Liability

3.1 For Patients

• The platform is used only for personal and non-commercial purposes. Each booking is valid only for the person who makes it.
• The patient declares and warrants that the personal and contact information provided for the booking is accurate, complete and up-to-date.
• The patient acknowledges that any direct communication with the healthcare professional (outside the platform or during audio/video communication) is the responsibility of the parties and is not stored by the platform.
• The patient bears full responsibility for any consequences that may result from providing inaccurate, incomplete or fraudulent information.
• Cancellation or modification of an appointment must be made at least 24 (twenty-four) hours before the scheduled time, except in cases of force majeure.
• The patient is required to respect the healthcare professional's schedule and be available at the scheduled time for the appointment or (when applicable) for audio/video communication.
• The platform is not responsible for the inability to conduct audio/video communication due to technical problems, poor internet connection or unsuitable user equipment.
• The platform is not an emergency service. In urgent cases, the patient should immediately contact emergency services/ambulance or present themselves at the nearest healthcare institution.

3.2 For Healthcare Professionals

• Healthcare professionals declare and warrant that they are licensed, registered and/or legally authorized to practice their profession under the laws in force in the relevant jurisdiction.
• Professionals are responsible for regularly and accurately updating availability calendar, fees (when applicable) and professional information.
• Each confirmed booking is considered a professional obligation and must be respected, except in justified cases.
• Professionals undertake to use the platform ethically, professionally and in accordance with professional standards and legislation in force.
• Any advice, assessment or recommendation given by the healthcare professional is the exclusive responsibility of the healthcare professional and not the platform.
• Professionals are prohibited from using the platform for illegal activities, unauthorized prescription of drugs (when not permitted) or exceeding professional competencies.

4. Bookings and Cancellations

4.1 Confirmation

• A booking is considered valid only after confirmation via email and/or SMS from the platform.
• The platform and/or healthcare professionals reserve the right to refuse or cancel bookings in case of suspected abuse, inaccurate information, inappropriate behavior or organizational reasons.

4.2 Cancellations

• Patients may cancel without penalty up to 24 hours before the appointment, except when the professional's policy provides otherwise and this is clearly displayed before confirmation.
• Professionals must notify the patient within a reasonable time and, when possible, at least 48 hours in advance.
• Repeated cancellations or "no-show" behavior may result in account limitation, suspension or closure, at the platform's discretion.

4.3 Deposit (Partial Prepayment)

• Some healthcare professionals may require a deposit (partial prepayment, expressed as a percentage of the fee) to confirm the booking. This feature is activated and set solely by the professional.
• When a deposit is required, the percentage and amount are clearly shown to the patient before payment. The patient completes payment only after expressly accepting these terms.
• The deposit is paid directly to the healthcare professional through payment providers (e.g. POK/PayPal). AloDoktor.al does not hold, manage, or have access to these funds.
• The deposit refund policy (including cases of patient cancellation or professional no-show) is managed entirely by the healthcare professional. Any refund request is addressed directly to the professional.
• The healthcare professional is obligated to act with honesty, transparency, and fairness toward the patient regarding deposit and refund terms, and not to cause the patient any injustice.

5. Audio/Video Communication (if activated)

AloDoktor.al may offer audio/video communication functionality only for confirmed appointments, in accordance with technical capabilities and healthcare professional rules.

5.1 Connection Security

• HTTPS/TLS Encryption: Connections are made through secure channels
• Secure WebRTC: Audio/video is transmitted with SRTP and DTLS
• Private room: Each session has a unique room with restricted access
• Personalized link: The link is sent only to authorized parties

5.2 Audio/Video Communication Use

• Audio/video communication is available only for confirmed appointments (when the feature is active).
• The link is activated about 15 minutes before the scheduled time.
• The user must have a functional camera and microphone and ensure minimum technical conditions.
• A stable internet connection (min. 2 Mbps) is recommended for optimal quality.

5.3 Behavior During Audio/Video Communication

• Choose a quiet and private environment.
• Recording the session without express consent of the other party is prohibited, except when permitted by law.
• Sharing the session link with unauthorized persons is prohibited.
• Respect confidentiality and professional communication.

6. Payment (AloDoktor Pro - for professionals)

• Payments are made on a monthly basis through the payment methods offered on the platform.
• Prices and packages are those published on the "Pricing" page and may be updated according to the "Service Changes" article.
• Subscription cancellation can be done at any time, but no refund is provided for the started period/current month.
• The platform reserves the right to suspend Pro services in case of non-payment.

6.1 Payments between Patient and Professional

• To pay for medical services, the patient may choose among the methods the professional has enabled: card payment via POK Pay Business or POK Pay Individual, PayPal, bank transfer to the professional's account, payment at the clinic, or a deposit (partial prepayment), as applicable.
• All payments are made directly to the healthcare professional — through payment providers (POK, PayPal) or by bank transfer to their account. Funds do not pass through AloDoktor.al, and the platform does not collect, hold, verify or have access to them. For bank transfers, confirmation of receipt is carried out by the professional.
• AloDoktor.al acts only as a technological intermediary that displays the payment option and facilitates booking. AloDoktor.al is not a payment service provider and is not a party to the financial relationship between the patient and the professional.
• Any matter regarding payments, invoicing, refunds or financial disputes is resolved directly between the patient and the professional. AloDoktor.al does not issue invoices and does not process refunds for these payments. Legal, tax and invoicing or fiscalisation obligations are the responsibility of the healthcare professional, regardless of the payment method chosen.

7. Liability

7.1 Ours

• We strive to provide stable platform operation, but we do not guarantee that the service will be uninterrupted and error-free at all times.
• We implement security measures for data protection according to reasonable technical and organizational standards.
• We provide technical support within our capabilities.

7.2 Yours

• You are responsible for the accuracy and legality of the information you provide.
• You are responsible for your actions and use of the platform in accordance with these terms.
• You are required to comply with laws and regulations in force in the Republic of Albania.

7.3 Limitations

AloDoktor.al is an intermediary technology platform. We are not responsible for:

• The quality, accuracy or results of professional/healthcare services.
• Diagnoses, assessments, advice or treatments provided by healthcare professionals.
• Any damage, loss or disagreement arising between the patient and healthcare professional.
• Technical interruptions, internet problems, third-party errors or inability to use the service.

7.4 Maximum Limitation of Liability

To the maximum extent permitted by law, AloDoktor.al shall not be liable for any indirect, incidental, special, punitive or consequential damages, including loss of profit, data, reputation or business opportunities, arising from the use or inability to use the platform.

AloDoktor.al's total liability for any claim shall not exceed the greater of:

• the amount paid by the user during the last 12 months, or
• 100 (one hundred) Euros, if no payment has been made.

7.5 Disclaimer of Medical Liability

AloDoktor.al is a technology platform that enables connection between users and healthcare professionals and does not directly provide medical services.

Any diagnosis, advice, treatment or medical decision is the exclusive responsibility of the healthcare professional.

Use of the platform does not create a doctor-patient relationship with AloDoktor.al.

8. Prohibited Conduct

The following is not permitted:

• Using the platform for illegal or fraudulent purposes.
• Sharing account credentials or unauthorized access.
• False bookings, spam, system manipulation or abuse of professionals/patients.
• Harassment, threats, hate speech or inappropriate behavior.
• Attempts to access systems without authorization, code interference or security breaches.
• Copying, reproducing or using content without express permission.

9. Service Interruption

The platform may suspend, limit or close the account if:

• Any term of these conditions is violated.
• False or inaccurate information is provided.
• Platform misuse or abusive behavior is detected.
• Payments for Pro services are not made (when applicable).

10. Service Changes

The platform reserves the right to:

• Modify, improve or discontinue functionalities/services.
• Update these terms; use after the update is considered acceptance of the new terms.
• Change prices and packages for Pro users, with reasonable notice.

10.1 Right to Modify the Platform

AloDoktor.al reserves the right, at its reasonable discretion and at any time, to modify, update, limit, suspend or discontinue partially or completely the functionalities, services or access to the platform, with or without prior notice, when this is deemed necessary for technical, operational, security, legal or business reasons.

AloDoktor.al shall not be held liable for any loss, damage or inconvenience that may result from these changes, including cases of temporary or permanent service interruption.

Continued use of the platform after changes take effect is considered acceptance of them by the user.

11. Intellectual Property

All rights to the platform (including design, logo, texts and content) belong to AloDoktor.al or its licensors. Any use without express permission is prohibited.

12. Dispute Resolution

In case of conflict:

• The parties will first attempt an amicable resolution through platform support.
• If no resolution is reached, the laws of the Republic of Albania apply.
• The competent court is that of Tirana, except when the law provides otherwise.

13. Force Majeure

AloDoktor.al is not responsible for delays or service malfunction caused by circumstances beyond our reasonable control, including but not limited to: natural disasters, power outages, cyber attacks, infrastructure problems, government acts or communication network interruptions.

14. Official Language

These Terms are drafted in Albanian. In case of translation to other languages, the Albanian version shall prevail in case of discrepancy.

15. Indemnification

The user agrees to defend, indemnify and hold harmless AloDoktor.al, its directors, employees and partners from any claim, damage, obligation, loss, cost or expense (including legal fees) arising from:

• violation of these Terms,
• inappropriate use of the platform,
• violation of laws in force, or
• disagreements between users and healthcare professionals.

16. Contact

For questions about the terms:

• Email: [email protected]
• Phone: +355 68 835 5895
• Address: Tirana, Albania