Terms of Use

1. Who we are and how to contact us

• Welcome to our website (Dr.Online – GP Online, Medical Specialties, & Treatments) (the “Website”) which is operated by Dr Online Inc (“we”, “us”, “DrOnline”).
• The registered address of Dr Online Inc is 8 The Green STE R, Dover, Kent County, Delaware 19901.
• To contact us, please email info@dronline.ie or use our Chat Function on the Website. We can also be contacted via telephone at +353 122 388 09. We typically respond to customer inquiries via email or use of our Chat Function on the Website within 3 business days.
• All medical services and advice are provided directly by the individual MP you consult with. The contract for these services is between you and the MP alone. We provide the Platform and administrative support only, including scheduling and payment processing, and are not your healthcare provider and are not a party to the contract for Clinical Care.

2. Definitions

“Clinical Care” means medical services and advice provided directly by the MP to the patient.

“Consultation” means an online appointment that you have with the MP either via telephone call or via the Platform.

“MP” means an independent medical practitioner who is registered with the Irish Medical Council (“IMC”) and provides Consultations.

“Platform” means collectively (a) the Website and (b) the underlying telehealth communications infrastructure provided by the third-party software provider Zoom Video Communications, Inc. through the Zoom platform (“Zoom”).

“Services” means the services provided by us to you, including but not limited to the provision of administrative and technical support in the arrangement and facilitation of Consultations between MPs and you.

“Terms” means these terms of use of the Website.

All other terms defined in these Terms are hereby incorporated into this Definitions section.

3. Use of the Platform

By using the Platform and/or availing of our Services, you confirm that you accept these Terms and that you agree to comply with them. These Terms form the basis of a legal contract between you and us (“the Contract”). We are legally bound to provide our Services to you in conformity with this Contract.

If you do not agree to these Terms, you must not use the Platform and/or avail our Services.

4. Eligibility to avail of our Services / use the Platform

To use the Services, you must meet all of the following conditions:

Age Requirement: You must be at least 18 years old. If you are under 18, you may only use the Platform with the involvement and consent of a parent or legal guardian. The parent/guardian must (i) agree to these Terms on your behalf; (ii) accompany you at the outset of the Consultation, and (iii) provide proof of identity and their relationship prior to the commencement of the Consultation.

Location: as the MPs are licenced to practice in the Republic of Ireland, the Platform is only intended for use within the Republic of Ireland. You must be physically located in the Republic of Ireland during any Consultation.

Accurate Information: You must provide true, accurate, and complete information about yourself (or your dependent) when scheduling, and during, Consultations. This includes your name, contact details, medical history, and any other information requested.

Personal Use Only: You may only use the Platform for your own personal healthcare or for a dependent for whom you are the parent or legal guardian. You cannot use the Platform for any third party who is not under your legal care, or for any non-personal commercial purposes. If you use the Platform on behalf of a dependent, you are responsible for ensuring that the information provided (as referred to in the clause above) is up-to-date and accurate, and that the person who will be the subject of the Consultation agrees with these Terms.

5. Your Conduct

When booking, during and after a Consultation, you agree:

• not to join any Consultation with a MP under the influence of drugs or alcohol, or to become abusive, insulting, threatening, disruptive or act in any other manner the MP considers unreasonable during the Consultation and agree that if you do so the MP will be entitled to terminate the Consultation and you will remain liable for the full cost of the Consultation;
• to use the Platform for lawful purposes;
• not to engage in, or use, any discriminatory, offensive or defamatory conduct or language on the Platform or towards any of our staff;
• not to impersonate any person or misrepresent your identity or affiliation with any person;
• to provide truthful, accurate, and complete information at all times – both when booking a Consultation and during all Consultations. This includes your personal details, contact information, and any medical information you share. If any of your information changes, you agree to inform the MP at your next visit (if applicable);
• to use medications responsibly. Any prescription you receive via a Consultation on our Platform is for your personal use only (or for the person for whom it was prescribed, if you are a guardian obtaining it for a child). You must not share or sell prescribed medications to anyone else. You must use them as directed by the MP or indicated on the pharmacy label; and
• to not make video or audio recordings of Consultations, even for your own personal reference, or publish or share any personal information or advice from your Consultation publicly.

6. Our Role and the Role of MPs

You understand and agree that your contract for any medical services is directly with the MP. We act only as a facilitator and administrator; we do not provide Clinical Care or enter into any contract to provide medical services. Our role is to make it easy for you to connect with qualified MPs through our Platform. We help you book and schedule your Consultations, process payments securely, and provide technical support to ensure that your online session goes smoothly. We also send reminders, help with rescheduling if needed, and manage administrative communications related to your Consultation. We keep records of bookings and payments for operational and legal purposes.

It is important to note that we do not provide any medical advice, diagnosis, or treatment. All Clinical Care is provided directly by the individual MP you consult with, and the doctor-patient relationship is solely between you and that MP.

Clinical Care is provided by the MPs either via telephone call at the request of the patient, or via the Platform. The different types of Clinical Care offered by the MPs, such as MP services, specialities, mental health services, and various treatments, are clearly set out on our Website at the top right-hand corner of the homepage of the Website. Each MP is self-employed and qualified to provide Medical Services in the Republic of Ireland and registered with the IMC. They must follow the same laws and professional guidelines as any doctor providing in-person care in Ireland, and any other professional guidelines provided by the IMC in respect of the provision of Clinical Care. Each MP may have their own set of terms and conditions, and any contract for the provision of services by the MP to you or any other third party is between you / the third party and the MP and we will not be a party to that contract. Any complaint in relation to a MP should be raised with the MP in the first instance and, if necessary, escalated to the IMC. You can verify a MP’s credentials independently by searching the IMC’s public register.

The technical platform used to deliver video Consultations is Zoom, a secure, third-party telehealth service that enables real-time video and audio communication between the patient and the MP. At the request of the patient, some Consultations may also be conducted via telephone call.

For Consultations that are conducted via video, after payment is completed, the patient receives a unique access link to the Consultation, which must be accessed at the scheduled appointment time. Upon entry, the patient is asked to input their name solely for identification during the live session and then waits to be admitted by the MP.

Zoom functions exclusively as a communication conduit. It does not permanently store personal data, consultation content, recordings, or patient identifiers. Once the Consultation ends, no patient name or session data is retained on the Zoom platform. It operates purely as a transient, encrypted tunnel enabling the video Consultation to take place.

While we facilitate access to Zoom, the telehealth service itself is provided directly by the MP, and we do not control the content of the Consultations transmitted through the platform. Zoom complies with applicable data protection and security standards, including encryption of communications. Any personal or medical information shared during the Consultation is accessible only to the patient and the MP and is not made public.

During the Consultation either via video or telephone call, the MP may process relevant consultation information into the electronic health record system Healthie, in accordance with our Privacy Policy and applicable data protection laws.

Healthie is used for clinical documentation and continuity of care and operates under its own data protection and security obligations.

Healthie is used as a secure, cloud-based electronic health record and practice management platform. It stores patient personal data, medical records, and booking information, and is also used to manage MPs’ schedules and patient appointments.

Clinical notes and medical records are accessible only to the treating MPs, who are responsible for creating and managing those records.

DrOnline staff, including customer support and general administrative personnel, do not have access to clinical notes. Their access is limited strictly to administrative and scheduling information necessary to provide operational support.

In limited circumstances, DrOnline’s authorised technical personnel may access system data solely for troubleshooting or technical support purposes, and only where strictly necessary. Such access is restricted, controlled, and subject to appropriate safeguards and audit logging.

By using the Platform, you acknowledge Zoom’s role as the provider of the telehealth infrastructure. By using our Services, you also acknowledge the processing of consultation information by the MP within Healthie as described in the Privacy Policy.

7. Limits of the Service and the Clinical Care provided by MPs

Our goal is to make healthcare more accessible, comfortable and patient-centric. However, there are important limitations to our Services:

No Emergency or Urgent Care: the Platform has been designed to provide a consultative service and is not suitable for emergency situations. For any condition that is severe, life-threatening, or needs immediate attention, you must call emergency services (999 or 112) or go to a hospital.

No In-Person Examination: by reason of the online nature of the Consultations, the MPs cannot perform physical examinations on you. The advice you receive is based on the information you provide and what the MP can observe or infer remotely. There is a risk that without a physical exam or vital signs, certain conditions could go unrecognised. You acknowledge this risk and agree to use the service with that understanding.

8. How you may use materials on our Website

We are the owner or the licensee of all intellectual property rights in our Website. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

Our Website contains material and content which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Except as specified in these terms, reproduction is prohibited.

9. Our Contract with you when you order Services through our Website

How we will accept your order: acceptance of your order for Services through our Website will take place once we (a) receive payment of the fee for the Consultation (“the Consultation Fee”); (b) send you a receipt for payment of the Consultation Fee and: (c) send you a notification with the scheduled time and date of the Consultation (“the Consultation Date”), at which point the Contract between us and you will be formed.

The Contract is deemed completed when you have paid for, and we have finished providing, the core service (an email confirmation containing details of the scheduled Consultation, including the MP’s information, the date and time of the Consultation, and the link to access the Consultation), or once the date and time specified as the Consultation Date has passed, whichever is later. In cases where you do not attend the Consultation, the service is generally still considered delivered, subject to any applicable exceptions applied at our discretion.

However, while the core service is completed at that point, support may continue beyond the Consultation, including customer support, refunds (where applicable), and data protection obligations.

10. Price and Payment

Processing of Payment: As part of our administrative and technical services, we facilitate the processing of payments for Consultations. The total Consultation Fee you pay includes both the MP’s professional fee and the Platform’s administrative fee. You acknowledge that our collection and processing of the Consultation Fee is solely part of our administrative services and does not mean that we are providing the Consultation or any medical services. All Clinical Care is provided exclusively by the MP and your contractual relationship regarding all Clinical Care remains with the MP.

Where to find the price for the Consultation Fee: the price of the Consultation Fee (which includes our fee and those of the MP) will be the price indicated on the product page on our Website prior to checkout and the price indicated on the checkout page (Checkout – DrOnline.ie) when you are booking your Consultation. All fees are in Euro (EUR) unless stated otherwise and include any applicable VAT or taxes unless we specify addition of taxes.

Payment of the Consultation Fee: we accept major credit/debit cards and/or other payment methods as listed on our website. Payments are processed securely by our payment providers, Stripe, Paypal and Klarna. The terms and conditions of these payment service providers will apply. We do not store your full card details on our servers; any saved payment info is stored by our payment provider in compliance with data security standards.

Consultation Fee Due: when you book a Consultation, the Consultation Fee shall become due at the time of booking and is usually collected via our secure third-party payment processor at the time of booking. If the Consultation Fee is not paid at the time of booking, the Consultation will not be secured and will remain available to be booked by other patients.

Promotions and Credits: We may offer promotional discounts or referral credits from time to time. These have no cash value (unless required by law) and are subject to the specific terms of the promotion. Any credits applied to your account can only be used towards our Services and cannot be redeemed for cash.

When your insurance provider has agreed to pay you can send the receipt for the Consultation and request reimbursement according to your coverage.

Exercising your right to change your mind under the Consumer Rights Act 2022: For most products and services bought online, you as a consumer have a legal right to change your mind within 14 days and receive a refund. This right is explained further below:

• Subject to Clause 11(ii) and to the paragraphs below headed “Where you have booked a Consultation with a MP”, if you have bought Services from us, you generally have 14 days. after the day on which the Contract between you and us is formed (in accordance with Clause 9 of these Terms) to cancel the Contract. You may cancel the Contract by either (a) emailing us your name, address and the Service which you hope to cancel or (b) filling out the Model Cancellation Form available HERE .We will refund you the Consultation Fee, using the same method you used for payment. We will make any refunds due to you as soon as possible and no later than 14 days of you telling us you have changed your mind in which to cancel the Contract.
• Once you have requested that we provide the core service within the cancellation period, i.e. 14 days after the Contract between you and us is formed, and we have provided you with this core service in accordance with clause 9, you will no longer have the right to cancel.
• If, during the 14-day time period, you change your mind and want to cancel the Contract after we have started (but not completed) providing the core service (see clause 9), you must pay us for the Services provided up until the time you tell us that you have changed your mind. Please note that our Services commence immediately after the Contract is formed between you and us by way of administrative actions and direct interaction with you. Where you cancel less than 48 hours before the Consultation Date, the value of the Services provided by us up to that point shall be deemed to be the full Consultation Fee, for the reasons set out in the paragraph below headed “Where you have booked a Consultation with a MP.”

Ending the Contract where we are not at fault and the 14 day period has expired: even if we are not at fault and you do not have a right to change your mind (i.e. where the 14 day period has elapsed) you may still be able to end the Contract before performance of the Contract is completed (see Clause 9 regarding when the Contract is deemed completed). If you want to end the Contract prior to the completion of the Contract, just contact us to let us know (see Clause 1 of these Terms for contact details). In these circumstances, we will refund any portion of the Consultation Fee relative to the portion of the Services not provided to you.

Your rights if the MP cannot attend a Consultation: in the unlikely event that a MP is unable to attend a Consultation on the Consultation Date, you will have the right to either (1) reschedule for another time or (2) if the delay is for more than 30 minutes from the original time of the Consultation, you will be entitled to a refund of the Consultation Fee.

Where you have booked a Consultation with a MP, you may cancel the Consultation free of charge at any time up to 48 hours before the Consultation Date with a MP. Where a cancellation is made through the patient portal within this period, any applicable refund will be processed automatically.

You may reschedule a Consultation free of charge, provided that (i) the request is made at least 24 hours before the scheduled Consultation Date and time, and (ii) no more than one (1) reschedule request is made in respect of the same Consultation. A rescheduled Consultation must take place within 48 hours of the original Consultation Date and time (for example, where a Consultation is scheduled for Monday at 9:00 a.m., the rescheduled Consultation must take place no later than Wednesday at 9:00 a.m.).

If you cancel your Consultation later than 48 hours before the Consultation Date, attempt to reschedule less than 24 hours before the Consultation Date, request more than one reschedule in respect of the same Consultation, or do not attend your Consultation, you will not receive a refund for the Consultation.

To cancel or reschedule a Consultation, you may use the user portal available at app.dronline.ie, contact us via our chat function on the website, or send an email to info@dronline.ie. Where a rescheduling request is submitted by email, the subject line should state “rescheduling” and the email should specify the date and time of the original Consultation, the booking reference number, the name of the MP and any preferred date and time for the rescheduled Consultation.

12. Content Moderation Reporting and Action Procedures

As an intermediary hosting service for the purpose of the Digital Service Act, we are required to employ certain content moderation policies. We employ a combination of automated filters and human review to identify and manage prohibited content or activities on our Platform. Our processes are designed to be objective, diligent, and proportionate.

Notice and Action Mechanism (Reporting Illegal Content):

If you encounter content or activity that you believe is illegal under EU or national law, you can submit a formal notice (“the Notice”) to us via our designated reporting channel: please email us at info@dronline.ie

The Notice must include:

1. A clear explanation of why you consider the content illegal.
2. The exact location (URL or specific reference) of the content.
3. Your name and email address (unless required to report anonymously by local law).

We will process Notices in a timely manner and inform you of the outcome of our decision.

Statement of Reasons:

If we decide to restrict access to information you have provided (e.g., suspending your account, removing data), we will provide you with a clear and specific statement of reasons for this decision. This statement will explain:

1. The basis for our action (e.g., violation of T&Cs, illegality under specific laws).
2. Any automated means used in the decision-making process.
3. Information on how you can challenge our decision.

Points of Contact and EU Representation

For Users: if you have general questions or wish to appeal a moderation decision, please use our support channels available at info@dronline.ie

For EU Authorities (European Commission, DSCs, National Authorities): We have designated the following single point of contact for direct communication regarding the application of the DSA: Ruben Silva, Email: info@dronline.ie.

Reporting of Serious Criminal Offences

In accordance with the DSA, if we become aware of information that gives rise to a suspicion that a serious criminal offence involving a threat to the life or safety of persons has taken place, is taking place, or is likely to take place, we will promptly inform the relevant law enforcement or judicial authorities.

13. Limitation on Liability

No Liability for Indirect or Consequential Loss: we will have no liability to you for any indirect or consequential loss suffered by you from using the Services / the Platform. In simple terms, indirect and consequential losses are those losses that would not be considered a direct, immediate or obvious result of you using the Services. Common examples include, but are not limited to, loss of profits or revenue, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data.

Cap on Liability: To the greatest extent permitted by law, our aggregate liability in connection with your use of the Platform and/or the Services will be limited to the most recent Consultation Fee paid by you in the 12 months preceding the event giving rise to the claim, or some other reasonable amount.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, wilful misconduct, fraud or fraudulent misrepresentation on our behalf (not that of the individual MP); or where it would otherwise be unlawful to do so.

For the avoidance of doubt, all liability for Clinical Care provided by MPs rests solely with the MP. We are not liable for any medical advice, diagnosis, treatment, or other decisions that the MPs provide to you during Consultations. The MPs are independent and fully responsible for the care they give you. They are IMC-registered doctors providing Clinical Care on the Platform. While we do vet our MPs and expect high-quality care, we are not a party to the doctor-patient relationship in a way that would incur malpractice liability.

To the extent permitted by law, we make no representation or warranty, whether express or implied, in relation to any MP who provides you with medical services by way of the Platform. The appearance of a MP on our website cannot be seen as a recommendation by us or a representation, warranty or guarantee by us as to the competency and suitability of the MP. It is your responsibility to ensure, and independently satisfy yourself, that any MP you select by using our Services is appropriately qualified and suitable for the purpose for which you intend to use such a MP and for any other purpose. You should make such further enquiries as you think appropriate relating to such a MP. We shall not be responsible for any information that is provided to us by the MP and which is then passed on by us to you and/or any other third party. You should independently verify the MP’s qualifications and experience, which you can do so on the IMC register.

We are not liable for the acts or omissions of third parties over which we do not control, including, but not limited to, DOXY. Where our website contains links to other sites and resources provided by third parties, these links are provided for your information only. We assume no responsibility for the content of such links. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources or management of the same and we will not be liable for any loss or damage that may arise from your use of them. You are responsible for making all arrangements necessary for you to have access to the Platform.

14. Indemnification

You hereby agree to indemnify DrOnline and its officers, directors, employees, and agents for any losses, damages, liabilities, settlements, and expenses (including legal fees) that arise out of or relate to (a) your violation of these Terms (b) your misuse of the Platform (c) your violation of legal requirements or third parties’ rights or (d) any third party’s claims caused by you. This indemnity does not affect your statutory rights as a consumer.

15. Termination of Contract / Restriction and Suspension of Access to the Platform

We reserve the right to terminate the Contract and / or restrict or suspend your access to the Platform and our Services, with or without prior notice in the following circumstances:

• if you materially breach these Terms, including, but not limited to, Clauses 4, 5 and 6 of these Terms, or
• if you fail to pay any Consultation Fees owed when due.

You must compensate us if you break the Contract: if we end the Contract in the situations set out in Clause 15 we will refund any money you have paid in advance for Services we have not provided but we may deduct or charge reasonable compensation for the net costs we will incur as a result of your breaking the Contract. This Clause is without prejudice to Clause 14 of these Terms.

We may cease providing our Services: we may write to you to let you know that we are going to stop providing the Services for any reason (if, for example, DrOnline ceases operations). We will let you know in advance that we are stopping the provision of the Services and will refund any sums you have paid in advance for Services which will not be provided.

16. Changes to Terms

We may update or revise these Terms from time to time.

• If we make a material change (something significant that affects your rights or obligations), we will notify you in advance. Notification will be by a prominent announcement on our Website, or some other similar means. Where possible, we will provide you with 7 days’ notice of this.
• Minor changes that don’t substantially affect users (like clarifications or typographical corrections) may be made without formal notice.
• Your continued use of the Services after the effective date of updated Terms constitutes your acceptance of the changes.
  
• If you have any questions related to new Terms, please contact us by any of the means outlined in Clause 1 of these Terms.

17. Other important terms

We may transfer this Contract to someone else: we may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens, and we will ensure that the transfer will not affect your rights under the Contract.

You need our consent to transfer your rights to someone else: you may only transfer your rights or your obligations under these Terms to another person if we provide you with our prior consent to this in writing.

Nobody else has any rights under this Contract: this Contract is between you and us. No other person shall have any rights to enforce any Clause in these Terms.

If a court finds part of this Contract illegal, the rest will continue in force: each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

No waiver: if we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking this Contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the Services, we can still require you to make the payment at a later date.

You may link to the homepage of our Website, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. Our Website must not be framed on any other site or app. You must not establish a link to our Website in any website that is not owned by you. We reserve the right to withdraw linking permission without notice. The website in which you are linking must comply in all respects with the content standards set out in these terms. If you wish to make any use of content on our Website other than that set out above, please contact us in the first instance.

Entire agreement: These Terms constitute, together with our Privacy Policy, Cookies Policy, and any written terms, guidelines or rules on the Platform, the entire agreement between us and you and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings, whether written or oral, relating to its subject matter.

Internal Complaint Handling: If you have a complaint regarding our Services you can use our internal complaint-handling system by contacting info@dronline.ie. Complaints will be handled in a timely, diligent, and non-arbitrary fashion by appropriately qualified staff. We will provide you with a clear statement of reasons for any decisions made.

Out-of-Court Dispute Settlement (ADR/ODR): If you, as a consumer, cannot resolve your dispute through our internal complaint handling process, you may have the option to refer the matter to an independent out-of-court alternative dispute resolution (ADR) entity. While we are required to inform you of available ADR options, our willingness to participate in a specific ADR procedure is voluntary unless mandated by specific legislation. You can find information about certified ADR bodies in Ireland

via the Competition and Consumer Protection Commission available here- The Competition and Consumer Protection Commission.

Which country’s laws apply to any disputes: Each party irrevocably agrees that, if a dispute is not resolved through the internal complaint process or alternative dispute resolution the courts of Ireland shall have jurisdiction to settle any dispute or claim howsoever arising out of or in connection with these Terms, their subject matter and their formation (including non-contractual disputes or claims). These Terms their subject matter and their formation (and any non-contractual disputes or claims) are governed by Irish law

18. Other Policies and Notices Incorporated into these Terms

For details on how we will use your personal data, please consult our Privacy Notice on the website, which are incorporated into these Terms Política de Privacidade – DrOnline.ie

Our Cookie Policy – Política de Cookies – DrOnline.ie – which sets out information about the cookies on our Website.