Terms of Use

These Terms of Use ("Terms") govern your access to and use of medprotocol.app and all associated services (collectively, "the Platform"), operated by Connectve Hub Limited ("MedProtocol", "we", "us", or "our"), a company registered in England and Wales. By using the Platform you agree to these Terms. If you do not agree, please do not use the Platform.

1. The Platform and its limitations

MedProtocol is a healthcare facilitation platform. We connect patients with independently verified medical specialists for the purpose of online consultations, second opinions, and in-person referrals. We are not a medical practice. We do not provide medical advice, diagnose conditions, or prescribe treatment.

All clinical opinions and recommendations are provided by the individual specialist you consult, not by MedProtocol. Specialists on the Platform are independent professionals and are not employees or agents of MedProtocol.

2. Eligibility

• You must be 18 years of age or older to use the Platform independently.
• You may book consultations on behalf of a child or dependent if you are their parent or legal guardian.
• You must provide accurate and complete information when registering and booking.
• The Platform is available in the United Kingdom, Turkey, and selected European countries. We make no representation that services are appropriate for use in other jurisdictions.

3. Consultation services

When you book a consultation, you enter into a direct contractual relationship with the specialist for the provision of their clinical services. MedProtocol acts solely as the facilitating platform and is not a party to the clinical service contract.

Online consultations are conducted via video call. Second opinions are delivered in writing within 48 hours. Clinical summaries and GP letters are provided as part of these services where indicated.

In an emergency, call 999 (UK) or your local emergency services. Do not use this Platform for emergencies.

4. Payments and cancellations

• All fees are displayed in pounds sterling (GBP) inclusive of applicable taxes.
• Payment is taken at the time of booking via Stripe.
• Cancellations made more than 48 hours before the appointment are entitled to a full refund.
• Cancellations made within 48 hours may be subject to a cancellation fee of up to 50% of the consultation fee.
• Refunds for second opinion services are not available once the specialist has reviewed your case.
• Disputes should be raised within 30 days by emailing support@medprotocol.app.

5. Specialist verification

MedProtocol independently verifies specialist credentials including medical degree, specialist registration, and current registration status against public registers (GMC, national equivalents). Verification is performed at the point of onboarding and periodically thereafter.

Verification does not constitute an endorsement of any specialist's clinical practice or outcomes. Patients should satisfy themselves that a specialist is appropriate for their needs.

6. Your responsibilities

• Provide accurate information about your health and identity.
• Attend or connect to your consultation at the booked time.
• Do not use the Platform to submit false, misleading, or defamatory reviews or content.
• Do not attempt to circumvent the Platform by contacting specialists directly for fee avoidance.
• Do not use the Platform for any unlawful purpose.

7. Reviews and content

Verified patient reviews are collected after a confirmed consultation. We do not allow anonymous or unverified reviews. We reserve the right to remove reviews that violate our content standards (defamatory, abusive, or fraudulent content). We will not remove negative reviews that are accurate and relevant.

By submitting a review you grant MedProtocol a non-exclusive, royalty-free licence to display it on the Platform.

8. Intellectual property

All content on the Platform — including text, graphics, logos, and software — is owned by Connectve Hub Limited or its licensors and is protected by UK and international intellectual property law. You may not copy, reproduce, or distribute content without our prior written consent.

9. Limitation of liability

To the maximum extent permitted by law, MedProtocol's aggregate liability to you for any claim arising from use of the Platform shall not exceed the total fees you have paid to us in the 12 months preceding the claim.

We are not liable for: clinical outcomes; the acts or omissions of any specialist; your failure to follow clinical advice; technical failures beyond our reasonable control; or indirect, consequential, or special losses.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

10. Governing law and disputes

These Terms are governed by the laws of England and Wales. Any dispute arising from these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts of England and Wales.

We aim to resolve complaints within 14 business days. If you are dissatisfied, you may be entitled to refer the matter to an alternative dispute resolution (ADR) scheme.

11. Changes to these Terms

We may update these Terms at any time. Continued use of the Platform after the effective date of changes constitutes acceptance of the revised Terms. Material changes will be communicated at least 14 days in advance.

12. Contact