General Terms and Conditions

These terms and conditions (“Terms of Use”) constitute a legally binding agreement made between you (“you”, “your”) and Metro Pacific Health Tech Corporation doing business under mWell PH (the “Company”, “we”, “us”, or “our”), concerning your access to and use of our mobile application (the “Application”, “mWell PH”), products available to you through the Application, as well as any services we may provide through this Application and the telehealth and digital health platform provided by, among others, ePLDT, Inc., PayMaya Philippines Inc., etc., (collectively, the “Service”). You agree that by using the Service, you have read, understood, and agree to be bound by all of these Terms of Use. If you do not agree with (or cannot comply with) the Terms of Use, then you may not access or use the Application.

You represent and warrant that you are of minimum legal age or at least 18 years of age and have the legal capacity and authority to bind yourself to these Terms of Use and agree to be bound by the terms hereof.

The Company reserves the right to deny or revoke access to the Service or any part thereof through the Application to any person, at any time in its sole discretion, with or without cause. The Company may report to law enforcement authorities any action that may be illegal, and any report it receives of such conduct. When legally required, the Company will cooperate with regulatory, judicial, or law enforcement agencies in any investigation of alleged illegal activity conducted or carried out in availing the Service or through the use of the Application.

You are responsible for all activities that occur in your account, and you agree to notify the Company immediately of any unauthorized use of your account. The Company is in no way responsible for any loss that you may incur as a result of any unauthorized use of your user account and password.

1. Acceptance of Terms of Use

These Terms of Use set out the legally binding terms of your use of and subscription to the Service. By using the Service, you acknowledge that you have read and understood, and you accept and agree to be bound by the terms, conditions, and notices contained or referenced in these Terms of Use.

2. Availment of Service / Use of the Application

You will avail of the Service and use the Application only for legitimate and lawful purposes, and in accordance with these Terms of Use, including the terms of the Privacy Policy (as defined in Section 12), and you will ensure that any information you provide to us in availing the Service or through using the Application is true, accurate, current, and complete.

You expressly acknowledge and agree that the Company does not provide medical services of any kind. You acknowledge and understand that the Company is not a hospital, clinic, pharmacy, health insurance company, or a healthcare provider.

While the Service allows healthcare providers to engage with you and provide general medical information, the Service itself cannot and is not intended or implied to be a substitute for professional medical advice, diagnosis, or treatment. Telemedicine shall be used only when: (i) a healthcare provider is physically inaccessible in the management of chronic health conditions, or (ii) a healthcare provider is physically inaccessible for follow-up consultations with existing patients. Availing of the Service or using the Application and/or providing or disclosing your personal or medical information to us in availing of the Service or using the Application does not establish a physician-patient relationship between you and the Company. You acknowledge and agree to assume full risk and responsibility for the use of or reliance on information you obtain from or through the Service or the Application. Further, you acknowledge and understand the Company does not endorse or recommend any healthcare provider.

To the extent medical advice is provided to you by a healthcare provider through the Service, such medical advice is based on (a) your personal health data which you disclosed to the healthcare provider, and (b) the local standards of care for your presenting symptoms or reactions to any medication based on the information you disclosed. You acknowledge and understand that the Company does not manage or control the medical advice provided by your healthcare provider.

THE AVAILMENT OF OUR SERVICE OR THE USE OF THE APPLICATION, IS NOT INTENDED OR APPROPRIATE FOR EMERGENCY AND/OR SERIOUS HEALTH CASES. IF YOU THINK YOU HAVE A MEDICAL OR MENTAL HEALTH EMERGENCY, OR IF, AT ANY TIME YOU ARE CONCERNED, CALL A DOCTOR OR EMERGENCY PHONE NUMBER IMMEDIATELY OR GO TO THE NEAREST OPEN CLINIC OR EMERGENCY ROOM. From time to time, we may include features in the Application that allows you to avail of emergency care services offered by third parties. You may avail of these services, subject to the terms and conditions of such relevant services.

It is mutually understood and agreed that the healthcare provider and the Company, in performing their respective duties and obligations under these Terms of Use, are at all times acting and performing as independent entities with respect to each other. Nothing in these Terms of Use is intended nor shall be construed to create an employeremployee relationship or a joint venture relationship, or to allow the Company to exercise control or direction of any nature, kind or description over the manner or method by which the healthcare provider performs his/her professional services.

3. Fees and Purchase Terms

You acknowledge and agree to pay all fees and charges, including applicable taxes, in accordance with the payment terms effective at the time such fee or charge is due and payable. You further agree that the Company is authorized to immediately charge you for all fees and charges relating to the availment of the Service with no prior notice or consent. The Company hereby reserves the right to change the payment terms from time to time, as it may deem necessary. All purchase orders received and accepted by the Company prior to the effective date of the price increase will be billed at the prices in effect at the time of the acceptance of the order.

You undertake that: (a) you shall provide true, correct, and complete credit/debit card, and/or bank account information; (b) the fees and charges due and payable relating to the Service availed of shall be honored by your credit/debit card company and/or bank; and (c) you are authorized to use the credit/debit card and/or bank account for the relevant payment or purchase.

4. Telemedicine Features and Limitations

You may consult with a healthcare provider via online videoconferencing. Your healthcare provider shall conduct an initial examination and/or diagnosis based on your uploaded photos and online video consultation. Your medical provider may also take photos during the teleconsultation with your prior consent.

You acknowledge and understand that there are potential risks to the use of telemedicine including, but not limited to, inaccurate diagnosis arising from inaccurate information provided by you or the inherent limitations of telemedicine consultation, slight delay or cancellation due to platform technical difficulties and service limitations. You are aware that you or your healthcare provider can discontinue the teleconsultation should you or your healthcare provider believe that videoconferencing is not adequate for your health situation.

You acknowledge and understand that the Company recommends internet speed of at least 5 megabytes per second (5 mbps) and the following minimum technical specifications for use of the telemedicine services:

a. iOs devices must be able torun at least iOS13 or newer.

b. iPhones must be at least iPhone 6 or newer.

c. Androd devices must be able to run at least Android 8.0 or newer.

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5. Telemedicine Referral

You are aware that your healthcare provider may refer you to a healthcare institution in case: (a) your medical case requires personal examination; and/or (b) your medical case requires emergency care in a suitably resourced health facility.

6. Telemedicine Booking

You may book for another person other than yourself provided that you are duly authorized by such person, or you are such person’s parent or legal guardian. By scheduling a telemedicine consultation on behalf of another person, you hereby represent and warrant that (a) you are duly authorized to arrange for the telemedicine consultation on behalf of the patient, (b) that you are duly authorized to provide the personal data of the patient to the Company and/or the healthcare provider and (c) that the patient has accepted the Company’s Privacy Policy. Upon request of the Company or the healthcare provider, you shall provide proof of authority and/or consent of the concerned individual. If such person is of legal age and is not incapacitated to give consent, refuses with these Terms of Use and/or our Privacy Policy, you cannot proceed with the booking. You acknowledge that the Company and/or the healthcare provider has the authority to end any telemedicine consultation in case there is reasonable basis to believe that you are not authorized to book the telemedicine consultation on behalf of the concerned individual, and you are not entitled to any refund or compensation in such event.

7. Telemedicine Processing Fee/Booking Fee

You understand that the Company shall charge you fees for transaction processing of in the amount of at least One Hundred Pesos (PhP100.00) per telemedicine consultation booked through the Application. Subject to these Terms of Use, the Company reserves the right to change the transaction processing fee. By continuing to avail of the Service, you consent to the change in the transaction processing fee. To withdraw your consent, you must deactivate your account in the Application.

8. Rescheduling of Appointment, Cancellation and Refund

a. Reschedule and Cancellation

You may reschedule or cancel your appointment at least six (6) hours before the designated time and you will not incur any cancellation fee. If you reschedule and/or cancel less than six (6) hours before your scheduled appointment, you will be charged the amount equivalent to fifty percent (50%) of the consultation fee.

Failure to attend an appointment without cancelling or rescheduling the same in accordance with these Terms of Use shall make you liable to pay one hundred percent (100%) of the consultation fee.

You will not be charged in the event that the healthcare provider cancels your booking.

b. Refund

You are entitled to a refund only in the following circumstances: (a) you cancelled your booking six (6) hours before the scheduled appointment; (b) the healthcare provider cancelled the appointment; (c) the healthcare provider failed to show up for the scheduled appointment; (d) you are dissatisfied with any service-related matter; or (e) in case of emergency, where you are advised that your case warrants immediate medical attention. To complete your refund, you must contact customer support through the Application. This will be investigated thoroughly by our team and we will notify you of the results via email or through the Application.

Refunds will be paid through bank transfer. We will not issue any refunds by bank transfer unless you provide your bank account details. Refunds will be credited your account within forty-five (45) business days depending on your bank’s processing time.

Refunds shall only include the Professional Fee and the Booking Fee. Transaction Fees of our payment channels will not be included in the refund.

c. Late Telemedicine Appointment

If you connect more than ten (10) minutes late to your telemedicine appointment, your appointment will be cancelled. You may reschedule your appointment with your healthcare provider.

You understand that your healthcare provider may be attending to a prior telemedicine appointment when you connect. You expressly agree to stay on the call for a few minutes to give the healthcare provider the opportunity to attend your scheduled appointment.

d. Lost Internet Connection

If your internet connection is lost during a telemedicine appointment, you will be asked to reschedule the same. You understand that a stable and secure internet connection is required for telemedicine appointments.

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9. mWell Shop

a. Health Plans and Insurance Products

Health plans and insurance products are obligations only of the insurance companies. Your application for insurance is directly with the insurance companies, and the delivery of the product is not done by us. We do not act on your behalf nor on behalf of the insurance companies, and we do not solicit applications for insurance nor engage in activities of, and is not an insurance aggregator, insurance agent, general agent or broker of the insurance companies, as defined under applicable law. We do not have any access to the insurance companies’ computer and systems.

As such, the insurance companies will directly deal and correspond with you to request for additional information or documentation if any shall be required, address any questions or concerns on the insurance product purchased, and deliver the product that you purchased

Cancellation and refund periods of insurance products and health plans, shall be those stated on each product description. You are eligible for cancellations and refunds if you make a cancellation request within the said period. Cancellation requests must be sent to support@mwell.com.ph.

10. Privacy Policy

The Company’s Privacy Policy (the “Privacy Policy”), as may amended from time to time and may be accessible through in the Application, is hereby incorporated by reference to these Terms of Use. The Privacy Policy explains how we use the information you disclose to the Company in availing of the Service and in using the Application. The Company takes utmost care to never disclose your data and information, except upon your request, or if the same is necessary to comply with legal, statutory, or investigative law enforcement requirements, or as otherwise provided in the Privacy Policy.

11. Changes

We reserve the right, in our sole discretion, to amend these Terms of Use, or to make changes to the functionality, features, or content of the Application or Service at any time and for any reason. You will be notified of any material changes via e-mail, or via the posting of an updated version thereof on our Application. All changes shall take effect seven (7) days after the date of our e-mail or the date on which we posted the modified terms on our Application, as the case may be. If you do not agree with any aspect of the updated Terms of Use, Application and/or Service, you must immediately cease availing the Service or using the Application.

12. Intellectual Property

13. Term and Termination

These Terms of Use take full force and effect on the date on which you commence availing of the Service or using the Application, whichever is earlier, and shall continue unless your availment of Service or use of the Application is terminated in accordance with the Terms of Use. We reserve the right to terminate or suspend your account or access to the Service and Application at any time and for any reason.

You may likewise delete any account that you may have registered in the Application at any time. Your account will be deleted in real time and you will no longer be able to use it to log-in. Deletion of your personal data will be subject to the retention provisions of our Privacy Policy.

14. Force Majeure

We shall not be responsible for damages, delays, or non-performance of the Service resulting from acts or occurrences beyond our reasonable control, including, but not limited to, fire, lightning, explosion, power surge or failure, flood, typhoon, acts of God, epidemic, pandemic, government-imposed quarantines, war, revolution, civil commotion or acts of civil or military authorities or public enemies; any law, order, regulation, ordinance, requirement or actions (whether lawful or not) of any national or local government or legal body or any representative of any such government or legal body; or labor unrest, including, without limitation, strikes, slowdowns, picketing, or boycotts; inability to secure raw materials, transportation facilities, fuel or energy shortages, or acts or omissions of other common carriers.

15. Third-Party Content and Sites

The Services may include third-party content and links to other websites that are not owned by the Company, including the telehealth and digital health platform provided by our partners, including, CareSpan Asia Inc., ePLDT, Inc., PayMaya Philippines Inc., TELUS Global Solutions Ltd., (“Third-Party Content and Sites”). By accessing the ThirdParty Content and Sites, you agree to the terms and conditions of these Third-Party Content and Sites and agree to hold harmless and release the Company and CareSpan Asia Inc., its shareholders, subsidiaries, affiliates, officers, directors, employees and representatives from any claims, demands and damages of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with your use of Third-Party Content and/or Sites.

16. Merchants

You acknowledge that parties other than the Company (the “Merchants”) list and sell various products on the Application. The contract of sale for such products is directly between you and the Merchant. The Company is not a party to the aforementioned contract of sale or any other contract between you and the Merchant. You expressly agree that Company takes no responsibility and assumes no liability for any product sold by the Merchant.

17. General

Headings are for reference purposes only and in no way define, limit, construe, or describe the scope or extent of each Section. Our failure to act with respect to a breach by you or other user does not waive our right to act with respect to subsequent or similar breaches. Sections 21 (Limitation of Liability) and 22 (Indemnity) shall survive any termination or expiration of these Terms of Use, and your availment of the Service or access and/or use of the Application.

18. Disclaimer of Warranties

You acknowledge and agree that you avail the Service and use the Application at your own risk. The Service is provided on an “as is” and “as available” basis, without warranties of any kind, and to the maximum extent permitted by law, the Company, its officers, directors, employees, agents, subsidiaries, and affiliates, disclaim all warranties express or implied, including, but not limited to, the warranties of merchantability, fitness for a particular purpose, title, non-infringement, and those arising from course of dealing or usage of trade. We do not warrant that you will be able to avail of the Service or use or access the Application at the times or locations of your choosing; that the Service and use of the Application will be uninterrupted or error-free, reliable, accurate, timely, useful, adequate, complete or suitable; that defects in the performance of Service or in the Application will be corrected; or that the Application is free of viruses or other harmful components.

19. Limitation of Liability

We shall not be liable to you for any indirect, incidental, consequential, special, punitive, remote or other similar damages, including, but not limited to, loss of revenues, lost profits, lost data, or business interruption or other intangible losses (however such losses are qualified), arising out of or relating in any way to these Terms of Use, the Services or the use of the Application, whether based on contract, tort or any other legal theory, and whether or not the Company has been advised of the possibility of such damages. In circumstances where the foregoing limitation is finally determined to be inapplicable, you acknowledge and agree that the Company’s aggregate liability to you for any damages, losses, fees, charges, expenses, or liabilities shall not exceed Fifty Thousand Pesos (PhP50,000).

In the event of any problem with the Service and/or Application, you agree that your sole remedy is to cease availment of the Service and/or use of the Applications.

20. Indemnity

You agree to defend, indemnify, and hold the Company, its parent, subsidiaries, affiliates, officers, employees, agents, partners, and licensors harmless from any losses, costs, liabilities, claims, causes of action, and expenses (including reasonable attorneys’ fees) relating to or arising out of, directly or indirectly: (a) your registration and access to, use of, or inability to use, the Service or Application; (b) any product you purchase from or through the Service or Application; (c) your violation of these Terms of Use; (d) your violation of any rights of a third party, including any user of the Application; or (e) your violation of any applicable laws, rules, or regulations. The Company reserves the right, at its own cost, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which event you will fully cooperate with the Company in asserting any available defenses. You agree that the provisions in this section will survive the termination of your account, the Terms of Use, or your access to the Service or Application.

21. Assignment

You acknowledge and agree that the Company may assign its rights and obligations under these Terms of Use without notice to you. You shall not assign your rights and obligations in connection with your account and under these Terms of Use without the prior written consent of the Company (such consent may be withheld or conditioned, at our sole discretion). Any assignment without our prior written consent shall be null and void and of no effect.

22. Geographical Restrictions

The Company is organized under the laws of the Republic of the Philippines. We offer the Services solely and exclusively to (1) persons residing and/or located in the Philippines, or (2) Filipino citizens permanently residing in the Philippines, including Filipino transients abroad and Overseas Filipino Workers.

While the Site or Application may be accessible in your location, certain aspects of the Services may not be allowed or not recognized due to regulatory restrictions. For example, a physician during a telemedicine consultation may only give you preliminary advise, and you will need to consult a licensed medical doctor in the country where you are located for a more accurate diagnosis and to obtain a prescription that will be recognized in the place where you are located.

If you avail of the Service or purchase entitlement to the Service for another person in the Philippines (“Beneficiary”), you confirm and agree that:

You and the Beneficiary, if any, are qualified to avail of the Services as provided in this Clause;
You and the Beneficiary, if any, use the Service on your own initiative;
You and the Beneficiary, if any, are responsible for compliance with local laws;
You and the Beneficiary, if any, understand that the Application’s telemedicine function is only for the provision of preliminary medical advice and you are availing the same because a physical consultation is not immediately available to you; and
You and the Beneficiary, if any, indemnify the Company from any responsibility for such use by you in accordance with Section 20 of these Terms of Use.

23. Dispute Resolution and Governing Law

These Terms of Use shall be governed by and construed in accordance with the laws of the Philippines without reference to conflict of laws principles, and disputes arising in relation hereto shall be subject to the exclusive jurisdiction of the proper courts of Makati City, Philippines to the exclusion of all other venues.

You agree that we may elect to resolve the dispute in a cost-effective manner through arbitration in Makati City, Philippines under the rules of the Philippine Dispute Resolution Center, then in force, using the English language. Any arbitration award shall be final and binding upon the parties and may be enforced by judgment of a competent court having jurisdiction.

24. Entire Agreement and Severability

These Terms of Use shall constitute the entire agreement between you and the Company concerning the Service. If any provision of these Terms of Use is deemed invalid by a court of competent jurisdiction, the invalidity of such provision shall not affect the validity of the remaining provisions of these Terms of Use, which shall remain in full force and effect.

25. Conflicts with Translation

In case of any conflicts with the Filipino translation of these Terms of Use, the English version shall prevail.

For any concern, please e-mail us at support@mwell.com.ph so we can help you accordingly.

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Ang mga tuntunin at kundisyong ito (“Mga Tuntunin ng Paggamit”) ay bumubuo ng isang legal at umiiral na kasunduan sa pagitan mo (“ikaw”, “iyong”) at ng Metro Pacific Health Tech Corporation na gumagamit din ng pangalang mWell PH (ang “Kumpanya”, “kami”, “ sa amin", o "aming"), hinggil sa iyong pag-access at paggamit ng aming mobile application (ang "Application", "mWell PH"), mga produktong magagamit mo sa pamamagitan ng Application, pati na rin ang anumang mga serbisyong maaari naming ibigay sa pamamagitan ng Application na ito at ang telehealth at digital health platform na ibinigay ng, bukod sa iba pa, ePLDT, Inc., PayMaya Philippines Inc., atbp., (ang “Serbisyo”). Sumasang-ayon ka na sa pamamagitan ng paggamit sa Serbisyo, nabasa mo, naunawaan, at sumasang-ayon ka sa Mga Tuntunin ng Paggamit na ito. Kung hindi ka sumasang-ayon sa (o hindi makasunod) sa Mga Tuntunin ng Paggamit, hindi mo maaaring i-access o gamitin ang Application.

Ginagarantiyahan mo na ikaw ay nasa legal na edad o hindi bababa sa 18 taong gulang at may legal na kapasidad at awtoridad na tanggapin ang Mga Tuntunin ng Paggamit na ito at sumasang-ayon kang susunod ka sa mga tuntunin nito.

Ang Kumpanya ay may karapatang tanggihan o bawiin ang iyongiyong pag-access sa Serbisyo o anumang bahagi nito sa Application sa sinumang tao, sa anumang oras at sa sarili nitong kapasyahan, mayroon man o walang dahilan. Maaaring iulat ng Kumpanya sa mga awtoridad na nagpapatupad ng batas ang anumang aksyon na maaaring ilegal, at anumang ulat na natatanggap nito tungkol sa naturang pag-uugali. Kapag legal na kinakailangan, ang Kumpanya ay makikipagtulungan sa mga ahensya ng gobyerano, sa mga hukuman, o sinumang nagpapatupad ng batas sa anumang pagsisiyasat ng di-umano'y ilegal na aktibidad na isinagawa o isinasagawa sa pag-avail ng Serbisyo o sa paggamit ng Application.

Ikaw ay responsable para sa lahat ng activity ng iyong account, at sumasang-ayon kang ipapaalam kaagad sa Kumpanya ang anumang hindi awtorisadong paggamit ng iyong account. Ang Kumpanya ay walang pananagutan sa anumang paraan para sa anumang pagkawala na maaari mong matamo bilang resulta ng anumang hindi awtorisadong paggamit ng iyong account at password.

Pagtanggap sa Mga Tuntunin ng Paggamit
Itinatakda ng Mga Tuntunin ng Paggamit na ito ang mga legal at umiiral na tuntunin ng iyong paggamit at subscription sa Serbisyo. Sa pamamagitan ng paggamit ng Serbisyo, sumasang-ayon ka na nabasa at naunawaan mo, at tinatanggap mo at sumasang-ayon ka na sumailalim sa mga tuntunin, kundisyon, at mga abiso na nilalaman ng Mga Tuntunin ng Paggamit na ito.
Pagkuha ng Serbisyo / Paggamit ng Application
Magagamit mo ang Serbisyo at gagamitin ang Aplikasyon para lamang sa mga lehitimong layunin at ayon sa batas, at alinsunod sa Mga Tuntunin ng Paggamit na ito, kabilang na ng Privacy Policy (na tinutukoy sa Seksyon 12), at titiyakin mo na ang anumang impormasyong ibibigay mo sa amin sa pag-avail ng Serbisyo o sa pamamagitan ng paggamit ng Application ay totoo, tumpak, napapanahon, at kumpleto.
Kinikilala mo at sumasang-ayon ka na ang Kumpanya ay hindi nagbibigay ng anumang uri ng serbisyong medikal. Kinikilala at nauunawaan mo na ang Kumpanya ay hindi isang ospital, klinika, parmasya, health insurance company, o anumang healthcare provider.
Bagama't pinapayagan ng Serbisyo ang mga healthcare provider na makipag-ugnayan sa iyo at magbigay ng general medical information, ang Serbisyo mismo ay hindi nilayon at hindi maaaring maging kapalit ng professional medical advice, diagnosis, o paggamot. Gagamitin lamang ang telemedicine kapag: (i) pisikal na hindi makapunta sa isang healthcare provider at kailangan mo ng tulong sa iyong kalusugan, o (ii) ang healthcare provider ay hindi mo mapuntahan para sa mga follow-up na konsultasyon. Ang pag-avail ng Serbisyo o paggamit ng Application at/o pagbibigay o pagsisiwalat ng iyong personal o medikal na impormasyon sa amin sa pag-avail ng Serbisyo o paggamit ng Application ay hindi bumubuo ng isang physician-patient relationship sa pagitan mo at ng Kumpanya. Kinikilala at sinasang-ayunan mong tanggapin ang buong responsibilidad para sa paggamit o pag-asa sa impormasyong makukuha mo mula sa o sa pamamagitan ng Serbisyo o ng Application. Dagdag pa, kinikilala at nauunawaan mo na ang Kumpanya ay hindi nag-eendorso o nagrerekomenda ng sinumang healthcare provider.
Anumang payo na ibibigay sa iyo ng isang healthcare provider sa pamamagitan ng Serbisyo, ay batay (a) sa iyong personal health data ng na iyong ibibigay sa healthcare provider, at (b) sa local standards of care para sa iyong mga sintomas o sa iyong reaksyon sa anumang gamot na iyong sasabihin sa healthcare provider. Kinikilala at nauunawaan mo na hindi pinamamahalaan o kinokontrol ng Kumpanya ang payong medikal na ibinigay ng iyong healthcare provider.
ANG PAG-AVAIL NG SERBISYO O ANG PAGGAMIT NG APPLICATION AY HINDI NILAYON O ANGKOP PARA SA MGA EMERGENCY AT/O SA MGA SERIOUS HEALTH CASES. KUNG SA TINGIN MO MAY MEDICAL O MENTAL HEALTH EMERGENCY KA, TUMAWAG KA AGAD SA DOKTOR O EMERGENCY PHONE NUMBER O PUMUNTA SA PINAKAMALAPIT NA OPEN CLINIC O EMERGENCY ROOM.
Parehong nauunawaan at napagkasunduan na ang healthcare provider at ang Kumpanya, sa pagganap ng kani-kanilang mga tungkulin at obligasyon sa ilalim ng Mga Tuntunin ng Paggamit na ito, ay sa lahat ng oras ay kumikilos at gumaganap bilang mga organisasyong independent sa isa’t isa. Walang anumang bahagi ng Mga Tuntunin ng Paggamit na ito ang nilayon at hindi dapat ipakahulugan na lumikha ng isang employer-employee relationship o joint venture, o upang payagan ang Kumpanya na kontrolin sa anumang paraan ang paraan ng pagtrabaho ng healthcare provider at paggampan ng kanyang mga propesyonal na serbisyo.
Mga Bayarin at Mga Tuntunin sa Pagbili
Kinikilala at sinasang-ayunan mong bayaran ang lahat ng mga bayarin at singilin, kabilang ang mga naaangkop na buwis, alinsunod sa mga tuntunin sa pagbabayad na epektibo sa panahong dapat bayaran at babayaran ang naturang bayad o singil. Sumasang-ayon ka pa na ang Kumpanya ay awtorisado na agad na singilin ka para sa lahat ng mga bayarin at singil na nauugnay sa pag-avail ng Serbisyo nang walang paunang abiso o pahintulot. May Karapatan ang Kumpanya na baguhin ang mga tuntunin sa pagbabayad sa anumang panahon kung kinakailangan. Ang lahat ng mga purchase order na natanggap at tinanggap ng Kumpanya bago ang petsa ng bisa ng pagtaas ng presyo ay sisingilin sa mga presyong may bisa sa oras ng pagtanggap ng order.
Isinasaad mo na: (a) magbibigay ka ng totoo, tama, at kumpletong impormasyon ng credit/debit card, at/o bank account; (b) ang mga bayarin at singil na dapat bayaran at babayaran na may kaugnayan sa Serbisyong na-avail ay dapat kikilalanin ng iyong credit/debit card company at/o bangko; at (c) awtorisado kang gamitin ang credit/debit card at/o bank account para sa pagbabayad o pagbili.
Mga Feature at Limitasyon ng Telemedicine
Kinikilala at nauunawaan mo na may mga potensyal na panganib sa paggamit ng telemedicine kabilang ang, ngunit hindi limitado sa, hindi wastong diagnosis dahil sa hindi wastong impormasyong ibinigay mo, likas na mga limitasyon ng telemedicine consultation, bahagyang pagkaantala o pagkansela dahil sa mga technical difficulties at limitation ng telemedicine platform. Alam mo na ikaw o ang iyong healthcare provider ay maaaring ihinto ang teleconsultation kung ikaw o ang iyong healthcare provider ay naniniwala na ang videoconferencing ay hindi sapat para sa iyong sitwasyon.
Kinikilala at naiintindihan mo na sa paggamit ng telemedicine services, rinerekomenda ng Kumpanya na ang iyong internet ay may bilis na hindi bababa sa 5 megabytes per second (5 mbps) at ang iyong gagamiting device ay maryoong sumusunod na mga minimum technical specifications:
Ang mga iOs device ay kaya dapat magpatakbo ng iOS13 o anumang mas bagong bersyon nito.
Ang mga iPhone ay hindi dapat luluma sa iPhone 6.
Ang mga Androd device ay kaya dapat magpatakbo ng Android 8.0 o anumang mas bagong bersyon nito.
Telemedicine Referral
Alam mo na maaaring i-refer ka ng iyong healthcare provider sa isang institusyon healthcare institution kung sakaling: (a) ang iyong kaso ay nangangailangan ng personal na pagsusuri; at/o (b) ang iyong kaso ay nangangailangan ng emergency care sa isang angkop na health facility.
Telemedicine Booking
Maaari kang mag-book para sa ibang tao maliban sa iyong sarili basta't pinahintulutan ka ng naturang tao, o ikaw ay magulang o legal guardian ng taong iyon. Sa pag-iskedyul ng konsultasyon sa telemedicine sa ngalan ng ibang tao ay kinakatawan at ginagarantiyahan mo na (a) awtorisado kang i-book ang telemedicine consultation sa ngalan ng pasyente, (b) awtorisado kang magbigay ng personal data ng pasyente sa Kumpanya at/o sa healthcare provider at (c) na tinanggap ng pasyente ang Privacy Policy ng Kumpanya. Kung hihingin ng Kumpanya o ng healthcare provider, dapat handa kang magbigay ng patunay ng awtoridad at/o pahintulot ng pasyente. Kung ang nasabing tao ay nasa legal na edad at walang kakayahang magbigay ng pahintulot, tumanggi sa Mga Tuntunin ng Paggamit na ito at/o sa Privacy Policy, hindi ka maaaring magpatuloy sa booking. Kinikilala mo na ang Kumpanya at/o ang healthcare provider ay may awtoridad na wakasan ang anumang telemedicine consultation kung sakaling may makatwirang batayan upang maniwala na hindi ka awtorisadong mag-book ng telemedicine consultation sa ngalan ng pasyente, at hindi ka karapat-dapat sa anumang refund o kabayaran sa naturang kaganapan.
Bayarin sa Pagproseso ng Telemedicine/Bayad sa Pag-book
Naiintindihan mo na sisingilin ka ng Kumpanya ng transaction processing fee sa halagang hindi bababa sa Isang Daang Piso (PhP100.00) bawat telemedicine consultation na na-book sa pamamagitan ng Application. Alinsunod sa Mga Tuntunin ng Paggamit na ito, may karapatan ang Kumpanyang baguhin ang transaction processing fee. Sa pamamagitan ng patuloy na pag-avail ng Serbisyo, pumapayag ka sa pagbabago sa transaction processing fee. Upang bawiin ang iyong pahintulot, dapat mong i-deactivate ang iyong account sa Application.
Muling pag-iskedyul ng Appointment, Pag-cancel at Pag-refund
Pag-Reschedule at Pagkansela
Maaari mong i-rescehdule o kanselahin ang iyong appointment nang anim (6) na oras o higit pa (6 hours or more) bago ang iyong schedule at hindi ka magkakaroon ng anumang cancellation fee. Kung mag-reschedule ka at/o magkansela ka nang wala pang anim (6) na oras (less than 6 hours) bago ang iyong schedule, sisingilin ka ng halagang katumbas ng limampung porsyento (50%) ng consultation fee.
Kung hindi ka mag-attend sa isang appointment na hindi mo kinansela o ini-reschedule, alinsunod sa Mga Tuntunin ng Paggamit na ito, magbabayad ka ng isang daang porsyento (100%) ng consulation fee.
Hindi ka sisingilin kung sakaling kanselahin ng healthcare provider ang iyong booking.
Refund
Ikaw ay may karapatan lamang sa refund sa mga sumusunod na pagkakataon: (a) kinansela mo ang iyong booking anim (6) na oras o higit (6 hours or more) bago ang iyong schedule; (b) kinansela ng healthcare provider ang appointment; (c) hindi nagpakita ang healthcare provider sa nakatakdang appointment; (d) hindi ka nasisiyahan sa anumang bagay na may kaugnayan sa serbisyo; o (e) sa kaso ng emergency, kung saan pinayuhan ka na ang iyong kaso ay nangangailangan ng agarang atensyong medikal. Upang makumpleto ang iyong refund, dapat kang makipag-ugnayan sa customer support sa Application. Ito ay iimbestigahan naming nang lubusan at aabisuhan ka namin ng mga resulta sa pamamagitan ng email o sa pamamagitan ng Application.
Ang mga refund ay babayaran sa pamamagitan ng bank transfer. Hindi kami magbibigay ng anumang mga refund maliban kung ibibigay mo ang mga detalye ng iyong bank account. Ang mga refund ay make-credit sa iyong account sa loob ng apatnapu't limang (45) business days depende sa oras ng pagproseso ng iyong bangko.
Kasama lang sa mga refund ang Professional Fee at ang Booking Fee. Ang Mga Transaction Fee ng aming mga payment channels ay hindi isasama sa refund.
Late Telemedicine Appointment
Kung ma-late kang kumonekta ng higit sa sampung (10) minuto sa iyong telemedicine apppointment, kakanselahin ang iyong appointment. Maaari mong i-reschedule ang iyong appointment sa iyong healthcare provider.
Naiintindihan mo na ang iyong healthcare provider ay maaaring nasa naunang telemedicine appointment kapag kumonekta ka nang maaga. Kung kaya, sumasang-ayon kang manatili sa booking nang ilang minuto upang mabigyan ng pagkakataon ang healthcare provider na maka-attend sa iyong nakatakdang appointment.
Nawala ang Koneksyon sa Internet
Kung nawala ang iyong internet connection sa panahon ng telemedicine appointment, hihilingin sa iyo na i-reschedule ito. Naiintindihan mo na ang isang matatag at ligtas na koneksyon sa internet ay kinakailangan para sa mga appointment sa telemedicine.
mWell Shop
Health Plans at Insurance Products
Ang health plans at insurance products ay obligasyon lamang ng mga insurance companies. Ang iyong aplikasyon para sa insurance ay direkta sa mga insurance companies, at ang paghahatid ng produkto ay hindi namin ginagawa. Hindi kami kumikilos sa ngalan mo o sa ngalan ng mga insurance companies, at hindi kami humihingi ng mga aplikasyon para sa insurace o nakikibahagi sa mga aktibidad ng, at hindi isang aggregator ng insurance, insurance agent, general agent o broker ng mga insurance company, gaya ng tinukoy sa ilalim ng naaangkop na batas. Wala kaming anumang access sa computer at system ng mga insurance company.
Dahil dito, direktang makikitungo at makikipag-ugnayan sa iyo ang mga insurance companies upang humiling ng karagdagang impormasyon o dokumentasyon kung kinakailangan, upang tugunan ang anumang mga katanungan o alalahanin sa produktong binili mo, at upang ihatid ang produktong binili mo.
Ang cancellation at refund period ng mga insurance products at mga health plans, ay ang kung anumang nakasaad sa bawat product description. Maaari kang mag-cancel at humingi ng refund kung gagawa ka ng kahilingan sa loob ng nasabing period. Ang mga cancellation request ay dapat ipadala sa support@mwell.com.ph.
Ang refund ay babayaran sa pamamagitan ng bank transfer. Hindi kami magbibigay ng anumang mga refund sa pamamagitan ng bank transfer maliban kung ibibigay mo ang mga detalye ng iyong bank account. Ang mga refund ay ike-credit sa iyong account sa loob ng apatnapu't limang (45) business days o depende sa oras ng pagproseso ng iyong bangko. Ang Transaction Fees ng aming mga Payment Channels ay hindi isasama sa refund.
Privacy Policy
Ang Privacy Policy ng Kumpanya (ang "Privacy Policy"), na maaaring i-amend paminsan-minsan at maaaring ma-access sa pamamagitan ng Application, ay itinuturing na kasama at kapaloob ng Mga Tuntunin ng Paggamit na ito. Ipinapaliwanag ng Privacy Policy kung paano namin ginagamit ang impormasyong ibinibigay mo sa Kumpanya sa pag-avail ng Serbisyo at sa paggamit ng Application. Ang Kumpanya ay lubos na nag-iingat na hindi kailanman ibahagi ang iyong data at impormasyon, maliban kung ayon sa iyong kahilingan, o kung ito ay kinakailangan upang sumunod sa mga legal requirements, ayon sa batas, o ayon sa anumang pagsisiyasat, ayon sa numang nakasaad sa Privacy Policy.
Mga Pagbabago
Karapatan ng Kumpanya, na baguhin ang Mga Tuntunin ng Paggamit na ito, o gumawa ng mga pagbabago sa functionality, feature, o nilalaman ng Application o Serbisyo sa anumang oras at para sa anumang dahilan ayon sa aming sariling paghuhusga, Aabisuhan ka tungkol sa anumang mahalagang pagbabago sa pamamagitan ng e-mail, o sa pamamagitan ng pag-post ng isang na-update na bersyon ng Mga Tuntunin ng Paggamit sa aming Aplikasyon. Ang lahat ng mga pagbabago ay magkakabisa pitong (7) araw pagkatapos ng petsa ng aming e-mail o ang petsa kung saan namin nai-post ang binagong mga tuntunin sa aming Aplikasyon. Kung hindi ka sumasang-ayon sa anumang aspeto ng na-update na Mga Tuntunin ng Paggamit, Application at/o Serbisyo, dapat mong ihinto kaagad ang pag-avail ng Serbisyo o paggamit ng Application.
Intellectual Property Rights
Ang Serbisyo, ang Aplikasyon at lahat ng mga intellectual property rights na nakaloob doon ay pagmamay-ari ng Kumpanya. Lahat ng karapatan ay reserved ng Kumpanya.
Termino at Pagwawakas
Ang Mga Tuntunin ng Paggamit na ito ay ganap na magkakabisa at may bisa sa petsa kung kailan ka nagsimulang mag-avail ng Serbisyo o gumamit ng Application, alinman ang mas nauna, at magpapatuloy maliban kung ang iyong pag-avail ng Serbisyo o paggamit ng Application ay tinapos na alinsunod sa Mga Tuntunin ng Paggamit. Karapatan ng Kumpanyang wakasan o suspindihin ang iyong account o pag-access sa Serbisyo at/o Aplikasyon anumang oras at para sa anumang dahilan.
Maaari mo ring i-delete ang anumang account na maaaring nairehistro mo sa Application anumang oras. Ang iyong account ay tatanggalin din naming agad at hindi mo na ito magagamit sa pag-log-in. Ang pagtanggal ng iyong personal data ay magiging alinsunod sa retention provision ng aming Privacy Policy.
Force Majeure
Hindi kami mananagot para sa mga pinsala, pagkaantala, o hindi pagganap ng Serbisyo na nagreresulta mula sa mga kilos o mga pangyayari na lampas sa aming makatwirang kontrol, kabilang ang, ngunit hindi limitado sa, sunog, kidlat, pagsabog, power surge o failure, baha, bagyo, mga pagkilos ng Diyos, epidemya, pandemya, mga quarantine na ipinataw ng pamahalaan, digmaan, rebolusyon, kaguluhang sibil o mga aksyon ng mga awtoridad na sibil o militar o mga pampublikong kaaway; anumang batas, kautusan, regulasyon, ordinansa, requirement o aksyon (legal man o hindi) ng anumang pamahalaan o local government o ahensya ng gobyerno o sinumang kinatawan ng anumang naturang pamahalaan o ahensya ng gobyerno; o kaguluhan sa paggawa, kabilang ang, nang walang limitasyon, mga welga, slowdowns, pagpicket, o boycott; kawalan ng kakayahan upang ma-secure ang mga raw materials, pasilidad ng transportasyon, kakulangan sa gasolina o enerhiya, o mga aksyon o pagtanggal ng iba pang common carrier
Third-Party na Nilalaman at Mga Site
Maaaring kasama sa Mga Serbisyo ang mga materyales ng third-parties at mga link sa iba pang mga website na hindi pagmamay-ari ng Kumpanya kabilang ang, CareSpan Asia Inc., ePLDT, Inc., PayMaya Philippines Inc., TELUS Global Solutions Ltd., (“Third-Party Content and Sites”). Sa pamamagitan ng pag-access sa -Party Content and Sites, sumasang-ayon ka sa mga tuntunin at kundisyon ng Third-Party Content and Sites na ito at sumasang-ayon na panatilihing hindi nakakapinsala at palayain ang Kumpanya ang mga shareholder nito, subsidiary, kaakibat, opisyal, direktor, empleyado at mga kinatawan mula sa anumang paghahabol, demands at pinsala ng bawat uri at nature, alam at hindi alam, pinaghihinalaan at hindi pinaghihinalaan, isiniwalat at hindi isiniwalat, na nagmumula sa o sa anumang paraan na nauugnay sa iyong paggamit ng Third-Party Content and Sites.
Mga Merchant
Kinikilala mo na ang mga partido maliban sa Kumpanya (ang "Mga Merchant") ay naglilista at nagbebenta ng iba't ibang produkto sa Application. Ang kontrata ng pagbebenta para sa mga naturang produkto ay direkta sa pagitan mo at ng Merchant lamang. Ang Kumpanya ay hindi isang partido sa mga kontratang ito ng pagbebenta o anumang iba pang kontrata sa pagitan mo at ng Merchant. Malinaw kang sumasang-ayon na walang pananagutan ang Kumpanya at walang pananagutan para sa anumang produktong ibinebenta ng Merchant.
General
Ang mga heading ay para sa mabilisang pag-intindi lamang at sa anumang paraan ay hindi tumutukoy, naglilimita, nagbibigay-kahulugan o naglalarawan ng saklaw o lawak ng bawat Section. Ang aming hindi pagkilos ukol sa anumang paglabag mo o ng ibang user ay hindi nag-iisantabi ng aming karapatang kumilos ukol sa mga susunod mong paglabag ng Mga Tuntunin ng Paggamit. Ang Seksyon 21 (Limitasyon ng Pananagutan) at 22 (Indemnity) ay mananatili kahit magwakas na o mag-expire ang Mga Tuntunin ng Paggamit na ito, at ang iyong pag-avail ng Serbisyo o pag-access at/o paggamit ng Application.
Disclaimer ng Warranties
Kinikilala at sinasang-ayunan mo na ina-avail mo ang Serbisyo at ginagamit mo ang Application at your own risk. Ang Serbisyo ay ibinibigay sa “as is” at “as available” basis, nang walang anumang uri ng warranty. Sa maximum extent na maaari sa ilalim ng batas, ang Kumpanya, ang mga opisyal nito, direktor, empleyado, ahente, subsidiary, at mga kaakibat, ay tumatanggi sa lahat ng mga warranty na ipinahayag o ipinahiwatig, kabilang ang, ngunit hindi limitado sa, mga garantiya ng kakayahang maikalakal, kaangkupan para sa isang partikular na layunin, titulo, non-infringement, at ang mga nagmumula sa course of dealing o paggamit ng kalakalan. Hindi namin ginagarantiyahan na magagawa mong mag-avail ng Serbisyo o gamitin o i-access ang Application sa mga oras o lokasyon na iyong pinili; na ang Serbisyo at paggamit ng Application ay magiging tuluy-tuloy o walang error, maaasahan, tumpak, napapanahon, kapaki-pakinabang, sapat, kumpleto o angkop; na ang mga depekto sa pagganap ng Serbisyo o sa Application ay itatama; o na ang Application ay walang mga virus o iba pang nakakapinsalang bahagi.
Limitasyon ng Pananagutan
Hindi kami mananagot sa iyo para sa anumang hindi direkta, hindi sinasadya, consequential, espesyal, punitive, remote o iba pang kaparehong damages, kabilang ang, ngunit hindi limitado sa, pagkawala ng mga revenues, pagkawala ng profits, pagkawala ng data, o pagkagambala sa negosyo o iba pang intangible na losses ( gayunpaman ang mga naturang pagkalugi ay kwalipikado), na nagmumula sa o nauugnay sa anumang paraan sa Mga Tuntunin ng Paggamit na ito, sa Mga Serbisyo o sa paggamit ng Application, batay man sa kontrata, tort o anumang iba pang legal na teorya, at kung ang Kumpanya ay pinayuhan man o hindi tungkol sa posibilidad ng naturang damages. Sa mga pagkakataon kung saan ang nabanggit na limitasyon ay natukoy na hindi naaangkop, kinikilala mo at sumasang-ayon ka na ang kabuuang pananagutan sa iyo ng Kumpanya para sa anumang pinsala, pagkalugi, bayad, singil, gastos, o pananagutan ay hindi lalampas sa Limampung Libong Piso (PhP50,000).
Sa kaganapan ng anumang problema sa Serbisyo at/o Application, sumasang-ayon ka na ang tanging remedyo mo ay itigil ang pag-avail ng Serbisyo at/o paggamit ng Mga Application.
Indemnity
Sumasang-ayon kang ipagtanggol, bayaran, at ipawalang-sala ang Kumpanya, ang parent company nito, mga subsidiary, affiliates, opisyal, empleyado, ahente, kasosyo, at tagapaglisensya mula sa anumang pagkalugi, gastos, pananagutan, paghahabol, cause of action, at gastos (kabilang ang mga makatwirang bayad sa abogado) na nauugnay sa o nagmumula sa, direkta o hindi direktang: (a) iyong pagpaparehistro at pag-access sa, paggamit ng, o kawalan ng kakayahang gamitin, ang Serbisyo o Application; (b) anumang produktong binili mo mula sa o sa pamamagitan ng Serbisyo o Application; (c) ang iyong paglabag sa Mga Tuntunin ng Paggamit na ito; (d) ang iyong paglabag sa anumang mga karapatan ng isang third party, kabilang ang sinumang gumagamit ng Application; o (e) ang iyong paglabag sa anumang naaangkop na mga batas, tuntunin, o regulasyon. May karapatan ang Kumpanyan, sa sarili nitong gastos, na kunin ang exclusive defense at control ng anumang isyu kung saan ikaw ay magbibigay ng indemnity, at makikipagtulungan ka sa Kumpanya sa paggigiit ng anumang magagamit na mga depensa. Sumasang-ayon ka na ang mga probisyon sa seksyong ito ay hindi matatapos sa pagwawakas ng iyong account, ng Mga Tuntunin ng Paggamit, o ng iyong pag-access sa Serbisyo o Application.
Assignment
Kinikilala mo at sumasang-ayon ka na maaaring italaga ng Kumpanya ang mga karapatan at obligasyon nito sa ilalim ng Mga Tuntunin ng Paggamit na ito nang walang abiso sa iyo. Hindi mo dapat italaga ang iyong mga karapatan at obligasyon na may kaugnayan sa iyong account at sa ilalim ng Mga Tuntunin ng Paggamit na ito nang walang paunang nakasulat na pahintulot ng Kumpanya (ang nasabing pahintulot ay maaaring itago o ikondisyon, sa aming pasya). Anumang pagtatalaga nang wala ang aming paunang nakasulat na pahintulot ay magiging walang bisa.
Geographical Restrictions
Ang Kumpanya ay inorganisa sa ilalim ng mga batas ng Republika ng Pilipinas. Ang mga Serbisyo at paggamit ng Application ay para lamang sa (1) mga taong residente o matatgupuan sa Pilipinas o (2) mga Filipino citizen na permanent resident ng Pilipinas, kabilang ang mga Filipino transients sa ibang bansa at mga Overseas Filipino Workers.

Kahit na naa-access mo ang Site o Application sa iyong lugar, may mga aspeto ng mga Serbisyo na maaarming hindi pinahihintulutan dahil sa regulatory restrictions sa iyong lugar. Halimbawa, ang isang doctor na nagbibigay s aiyo ng telemedicine consultation ay maaari lamang magbigay ng preliminary advise sa iyo at kakailanganin mo pa ring magkonsulta sa isang doctor na lisensyado sa bansa kung saan ka matatagpuan upang makakuha ka ng mas wastong diagnosis o upang makakuha ka ng reseta na may bisa sa bansa o lugar kung nasaan ka matatagpuan.

Kung gagamitin mo ang mga Serbisyo o bibili ka ng entitlement sa mga Serbisyo para sa taong nasa Pilipinas (ang “Beneficiary”), kinukumpirma mo at sumasang-ayon ka na:
Ikaw at ang Beneficiary mo, kung mayroon man, ay parehong kwalipikadong gumamit sa mga Serbisyo sa ilalim ng mga nakasaad sa probisyong ito;
Ikaw at ang Beneficiary mo, kung mayroon man, ay gumagamit ng Serbisyo ayon sa sarili niyong inisyatiba;
Ikaw at ang Beneficiary mo, kung mayroon man, ay may tungkiling sumunod sa mga lokal na batas kung saan man kayo matatagpuan;
Ikaw at ang Beneficiary mo, kung mayroon man, ay nakauunawa na ang telemedicine function ng Application ay para lamang sa pagbibigay ng preliminary o paunang adbisong medikal, at ginagamit mo ang serbisyong ito dahil hini ka agad makakuha ng pisikal na medical consultation; at
Pinapawalang-sala mo at ng Beneficiary mo, kung mayroon man, ang Kumpanya mula sa anumang resonsibilidad dulot ng paggamit mo ng mga Serbisyo alinsunod sa Section 20 ng Mga Tuntunin ng Paggamit na ito.
Dispute Resolution at Governing Law
Ang Mga Tuntunin ng Paggamit na ito ay pamamahalaan at bigyang-kahulugan alinsunod sa mga batas ng Pilipinas nang walang pagtukoy sa mga prinsipyo ng conflict of laws, at ang mga pagtatalo na nagmumula kaugnay dito ay sasailalim sa exclusive jurisdiction ng mga kaukulang hukuman ng Lungsod ng Makati, Pilipinas lamang at hingi sa anupamang ibang mga lugar.
Sumasang-ayon ka na maaari naming piliin na lutasin ang hindi pagkakaunawaan sa isang cost-effective na paraan sa pamamagitan ng arbitrasyon sa Makati City, sa ilalim ng mga patakaran ng Philippine Dispute Resolution Center, gamit ang wikang Ingles. Ang anumang award sa arbitrasyon ay ituturing na final at binding sa mga partido at maaaring ipatupad sa pamamagitan ng paghatol ng isang karampatang hukuman na may hurisdiksyon.
Buong Kasunduan at Paghihiwalay
Ang Mga Tuntunin ng Paggamit na ito ay bubuo ng buong kasunduan sa pagitan mo at ng Kumpanya tungkol sa Serbisyo. Kung ang anumang probisyon ng Mga Tuntunin ng Paggamit na ito ay itinuring na hindi wasto ng korte na may karampatang hurisdiksyon, ang kawalan ng bisa ng naturang probisyon ay hindi makakaapekto sa bisa ng natitirang mga probisyon ng Mga Tuntunin ng Paggamit na ito, na mananatiling ganap na may bisa at bisa.
Pagkakaiba sa English Version
Kung sakaling may mga pagkakaiba ang Mga Tuntunin ng Paggamit na ito sa English version nito, mananaig ang English version.

Para sa anumang alalahanin, mangyaring mag-e-mail sa amin sa support@mwell.com.ph upang matulungan ka namin nang naaayon.

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Telemedicine Terms and Conditions

By purchasing and accessing the mWell telemedicine services you agree to be bound by these Terms and Conditions, in addition to mWell PH’s Terms of Use:

A. Validity

When you confirm your payment for telemedicine consultation, you are considered to have validly booked a telemedicine appointment on the schedule you chose.

B. Cancellations and Refund

“On-call” Telemedicine Consultations If you cancel your on-call consultation while in the waiting room, your payment will be fully refunded to your account automatically. Once your on-call consultation starts, your payment will be considered as non-refundable.

“Consult Later” Telemedicine Consultations

You may cancel your appointment six (6) hours before your scheduled consultation. Your payment will be fully refunded to your account automatically.
If you cancel your appointment less than six (6) hours before your scheduled consultation, 50% of your payment will be refunded to your account automatically.
If you enter the consultation within the first three (3) minutes of your scheduled appointment and your doctor misses the appointment, your payment will be fully refunded back to your account.
You are allowed to enter their consultation up until 3 minutes after their scheduled appointment. Failure to do so will restrict access to consultation and your payment will not be refunded to your account.

C. Transfer

1. You may book a telemedicine consultation for persons other than yourself, who will be using your account to consult with a doctor. Please note that under our Terms of Use, you warrant that such person understands and consents to be bound by mWell’s Terms of Use and Privacy Policy.

For any concern, please e-mail us at support@mwell.com.ph so we can help you accordingly.

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Sa pamamagitan ng pagbili at pag-access sa mga mWell telemedicine services, sumasang-ayon kang sumailalim sa Mga Tuntunin at Kundisyon na ito, dagdag pa sa Mga Tuntunin ng Paggamit ng mWell PH:

A. Bisa

Kapag kinumpirma mo ang iyong pagbayad para sa telemedicine consultation, ikaw ay itinuturing na wastong nag-book ng telemedicine appointment sa schedule na iyong pinili.

B. Cancellation at Refund

Mga “On-call” na Telemedicine Consultations Kung kakanselahin mo ang iyong on-call consultation habang nasa waiting room, awtomatikong ire-refund ang iyong bayad sa iyong account. Kapag nagsimula na ang iyong on-call consultation, hindi na maibabalik ang iyong bayad.

Mga "Consult Later" Telemedicine Consultation

Maaari mong kanselahin ang iyong appointment anim (6) na oras bago ang iyong nakatakdang konsultasyon. Awtomatikong ire-refund nang buo sa iyong account ang iyong bayad.
Kung kakanselahin mo ang iyong appointment nang wala pang anim (6) na oras (less than 6 hours) bago ang iyong nakaiskedyul na konsultasyon, 50% lamang ng iyong bayad ang awtomatikong ibabalik sa iyong account.
Kung pumasok ka sa konsultasyon sa loob ng unang tatlong (3) minuto ng iyong nakatakdang appointment at hindi dumating ang iyong doktor, ang iyong bayad ay buong ibabalik sa iyong account.
Ikaw ay mahuli o ma-late ng hanggang 3 minuto sa iyong nakatakdang appointment. Kung hindi ka makarating sa iyong appointment sa oras na ito, hindi ka na makakapasok sa consultation at ang iyong bayad ay hindi maibabalik sa iyong account.

C. Paglipat

Maaari kang mag-book ng telemedicine consultation para sa mga tao maliban sa iyong sarili, na gagamit ng iyong account para kumonsulta sa isang doktor. Pakitandaan na sa ilalim ng aming Mga Tuntunin ng Paggamit, ginagarantiyahan mo na nauunawaan at pumapayag ang naturang tao na sumunod sa Mga Tuntunin ng Paggamit at Privacy Policy ng mWell.

Para sa anumang katanungan, mangyaring mag-e-mail sa amin sa support@mwell.com.ph upang matulungan ka namin nang naaayon.

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Terms and Conditions for Doctors and Psychologists

These terms and conditions (“Terms of Use”) constitute a legally binding agreement made between you (“you”, “your”) and Metro Pacific Health Tech Corporation Doing business under mWell PH (the “Company”, “we”, “us”, or “our”), concerning your access to and use of our mobile application (the “Application”, “mWell PH”) as well as services we may provide through this Application and the telehealth and digital health platform provided by us and by our third party business partners, among others, CareSpan Asia, Inc., ePLDT, Inc., PayMaya Philippines Inc., TELUS Global Solutions Ltd., (collectively, the “Service”). You agree that by using the Service, you have read, understood, and agree to be bound by all of these Terms of Use. If you do not agree with (or cannot comply with) the Terms of Use, then you may not access or use the Application.‍‍

1. Acceptance of Terms of Use‍

2. Availment of Service / Use of the Application‍

You will avail of the Service and use the Application only for legitimate and lawful purposes, and in accordance with these Terms of Use, including the terms of the Privacy Policy (as defined in Section 7), and you will ensure that any information you provide to us in availing the Service or through using the Application is true, accurate, current, and complete.

3. Guiding Principles‍

The following principles govern these Terms of Use for physicians:

a. Telemedicine services shall follow the standards of practice of medicine as defined under (i) Republic Act No. 2382 (the “Medical Act”), (ii) its Implementing Rules and Regulations, (iii) the DOH-DILG-PHIC Joint Administrative Order No. 2021-0001 (the “Guidelines on the Implementation of Telemedicine in the Delivery of Individual-Based Health Services”), (iv) rules and regulations of any regulatory body, (v) rules and regulations of professional associations of practitioners, and (vi) other applicable policies and guidelines, taking into account the absence of physical contact;

b. The patient-physician relationship shall be based on full knowledge of the patient's medical history and a physical examination given the circumstances of a lack of physical contact. Telehealth shall be employed when a licensed physician is physically inaccessible in the management of chronic health conditions, or follow-up check-ups after initial treatment;

c. The patient-physician relationship shall be founded on mutual trust and respect in which they both identify themselves reliably during a telemedicine consultation. In case the patient is referred to a health facility, the physician who initially sees the patient shall be responsible for the coordination of care;

d. Emergency and serious conditions, where face-to-face assessment and physical contact are most essential, should not be managed via telemedicine; and

e. The use/implementation of telemedicine shall respect the universal principles of ethics, legal standards, and guiding principles on primacy of human rights and protection of health privacy as defined by Philippine laws, international instruments, rules, and other applicable policies.

The following principles govern these Terms of Use for psychologists:

a. Online consultations shall follow the Code of Ethics and Professional Standards for Psychology Practitioners in the Philippines under Professional Regulatory Board of Psychology Resolution No. 11 Series of 2017, and shall comply with the requirements for the practice of psychology under Republic Act No. 10029 (the “Psychology Act of 2009”) and other applicable policies and guidelines;

b. The client-psychologist relationship shall be founded on mutual trust and respect in which they both identify themselves reliably during an online consultation. In case the patient is referred to a physician or a health facility, the physician who initially sees the patient shall be responsible for the coordination of care;

c. Emergency and serious conditions, where face-to-face assessment and physical contact are most essential, should not be managed via online consultation; and

d. The use/implementation of online consultation shall respect the universal principles of ethics, legal standards, and guiding principles on primacy of human rights and protection of health privacy as defined by Philippine laws, international instruments, rules, and other applicable policies.

4. Representations and Warranties‍

If you are a physician, you represent and warrant that:

a. All the information you provided to us are true and correct in all material respects;

b. You are duly licensed to practice medicine by the Professional Regulation Commission;

c. You are a member in good standing of the Philippine Medical Association;

d. You have the specialized skills, expertise and experience to provide medical advice to the users on this background;

e. You have no pending or decided cases and/or complaint for medical negligence and/or medical offenses; and

f. You comply with all applicable laws and regulations while using the Application or while providing services through the Application.

If you are a psychologist, you represent and warrant that:

a. All the information you provided to us are true and correct in all material respects;

b. You are duly licensed by the Professional Regulatory Board of Psychology to engage in the Practice of Psychology as defined under the Psychology Act of 2009;

c. You have the specialized skills, expertise and experience to provide psychological advice to the users;

d. You have no pending or decided cases with the Professional Regulatory Board of Psychology; and

e. You comply with all applicable laws and regulations while using the Application or while providing services through the Application.

5. Obligations of Doctors and Psychologists

If you are a physician, you undertake to:

a. conduct yourself in a professional manner and shall observe the International Code of Medical Ethics and the Code of Ethics as approved by the Philippine Medical Association;

b. comply with all laws and regulations relating to the practice of medicine;

c. comply with applicable industry standards imposed by the Department of Health, including standards and regulations for Coronavirus (COVID-19);

d. comply with other relevant laws, including, but not limited to, the Data Privacy Act of 2012 and its implementing rules and regulations (“DPA”);

e. comply with the standards for personal data protection as set by the National Privacy Commission (“NPC”) and the Department of Information and Communications Technology in the collection and processing of health information and management of privileged communication for telemedicine services;

f. uphold and protect at all times the data privacy rights of every patient or individual who will consult through telemedicine;

g. comply with all guidelines that MPHTC shall prescribe in connection with the use of the Application;

h. make yourself available at the days and times scheduled for teleconsultations;

i. maintain skills, qualifications, eligibility and other information and requirements, including status in good standing as a licensed medical professional;

j. provide telemedicine consultations personally, and not delegate the same to any other person;

k. verify the identity of the patient at the start of a telemedicine consultation;

l. protect and respect the right to privacy of the patients and Users at all times, and secure the consent of the patient before any video or audio recording of the telemedicine consultation is allowed;

m. exercise professional judgment and discretion in gathering the type and extent of patient information required to be able to exercise proper clinical judgment, at all times in compliance with the DPA;

n. provide the same level of care as in a face-to-face consultation to Users of the Applications, subject to the intrinsic limitations of telemedicine consultations;

o. request the User for a face-to-face consultation if in your professional judgment the same is appropriate in a given situation and the specific conditions of the User;

p. recognize and deem equivalent the electronic clinical abstract, consultation summary, prescription, and referral form issued by the physician for all intents and purposes;

q. keep records of all electronic clinical abstracts/consultation summaries, prescriptions and/or referral forms issued in coordination with us;

r. issue electronic prescriptions in accordance with FDA Circular No. 2020-007 and any subsequent FDA guidelines; and

s. ensure, at all times, that patient confidentiality, privacy, and data integrity are not compromised.

If you are a psychologist, you undertake to:

a. conduct yourself in a professional manner and shall observe the Code of Ethics and Professional Standards for Psychology Practitioners in the Philippines;

b. comply with all laws and regulations relating to the practice of medicine;

c. comply with applicable industry standards for the provision of online psychological consultations;

d. comply with other relevant laws, including, but not limited to, the Data Privacy Act of 2012 and its implementing rules and regulations (“DPA”);

f. uphold and protect at all times the data privacy rights of every patient or individual who will consult through telemedicine;

g. comply with all guidelines that MPHTC shall prescribe in connection with the use of the Application;

h. make yourself available at the days and times scheduled for consultations;

i. maintain skills, qualifications, eligibility and other information and requirements, including status in good standing as a licensed psychologist;

j. provide consultations personally, and not delegate the same to any other person;

k. verify the identity of the client at the start of a consultation;

l. protect and respect the right to privacy of the patients and Users at all times, and secure the consent of the patient before any video or audio recording of the consultation is allowed;

m. exercise professional judgment and discretion in gathering the type and extent of client information required to be able to exercise proper clinical judgment, at all times in compliance with the DPA;

n. provide the same level of care as in a face-to-face consultation to Users of the Applications, subject to the intrinsic limitations of online consultations;

o. request the User for a face-to-face consultation if in your professional judgment the same is appropriate in a given situation and the specific conditions of the User;

p. keep records of all electronic clinical abstracts/consultation summaries, and/or referral forms issued;

q. ensure, at all times, that client confidentiality, privacy, and data integrity are not compromised.

6. Professional Fee

You shall receive your professional fee from the Users net of the Company’s commission. The fees, payment options and payment schedules are set and determined exclusively by us and may be changed in our sole discretion. You are solely responsible for paying any and all applicable tax in relation to your use of the Application.

7. Privacy Policy

The Company’s Privacy Policy (the “Privacy Policy”), as may be amended from time to time and may be accessible through the Application, is hereby incorporated by reference to these Terms of Use. The Privacy Policy explains how we use the information you disclose to the Company in availing of the Service and in using the Application. The Company takes utmost care to never disclose your data and information, except to the extent necessary to inform the users of the identity of their telemedicine consultation provider, to render telemedicine services, upon your request, if the same is necessary to comply with legal, statutory, or investigative law enforcement requirements, or as otherwise provided in the Privacy Policy.

8. Changes

9. Intellectual Property

10. Term and Termination

11. Force Majeure

We shall not be responsible for damages, delays, or non-performance of the Service resulting from acts or occurrences beyond our reasonable control, including, but not limited to, fire, lightning, explosion, power surge or failure, internet connection problems or downtime, flood, typhoon, acts of God, epidemic, pandemic, government-imposed quarantines, war, revolution, civil commotion or acts of civil or military authorities or public enemies; any law, order, regulation, ordinance or requirement of any government or legal body or any representative of any such government or legal body; or labor unrest, including, without limitation, strikes, slowdowns, picketing, or boycotts; inability to secure raw materials, transportation facilities, fuel or energy shortages, or acts or omissions of other common carriers.

12. Third-Party Content and Sites

The Services may include third-party content and links to other websites that are not owned by the Company, including the telehealth and digital health platform provided by, among others, CareSpan Asia Inc., ePLDT, Inc., PayMaya Philippines Inc., TELUS Global Solutions Ltd., (“Third-Party Content and Sites”). By accessing the Third-Party Content and Sites, you agree to the terms and conditions of these Third-Party Content and Sites and agree to hold harmless and release the Company, its shareholders, subsidiaries, affiliates, officers, directors, employees and representatives from any claims, demands and damages of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with your use of Third-Party Content and/or Sites.

13. Disclaimer of Warranties

14. Indemnity

You agree to defend, indemnify, and hold the Company, its parent, subsidiaries, affiliates, officers, employees, agents, partners, and licensors harmless from any losses, costs, liabilities, claims, causes of action, and expenses (including reasonable attorneys’ fees) relating to or arising out of, directly or indirectly, your acts in using the Application, including: (a) any wrong medication, treatment or medical negligence; (b) any misrepresentation, misconduct or inappropriate behavior; (c) cancellation or rescheduling of booked appointment or any variance in the fees charged; and (d) any direct or indirect medical eventualities that might occur subsequent to the provision of your service to the Users through the Application. The Company reserves the right, at its own cost, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which event you will fully cooperate with the Company in asserting any available defenses. You agree that the provisions in this section will survive the termination of your account, the Terms of Use, or your access to the Application.

15. Limitation on Liability

Other than in case of our fraud or gross negligence, we shall not be liable to you for any indirect, incidental, consequential, special, punitive, remote or other similar damages, including, but not limited to, loss of revenues, lost profits, lost data or business interruption or other intangible losses (however such losses are qualified), arising out of or relating in any way to these Terms of Use, the Services or the use of the Application, whether based on contract, tort or any other legal theory, and whether or not we have been advised of the possibility of such damages. In circumstances where the foregoing limitation is finally determined to be inapplicable, you acknowledge and agree that our aggregate liability for any damages, losses, fees, charges, expenses or liabilities shall not exceed Fifty Thousand Pesos (PhP 50,000.00) or the total amount of your unpaid fees in our possession, whichever is higher.

In the event of any problem with the Service and/or the Application, you agree that your sole remedy is to cease the availment of the Service and/or use of the Applications.

16. Assignment

17. Data Sharing Agreement

You hereby agree that the Users’ or patients’ (“Data Subjects”) data that you will obtain from us in the course of using the Service may include Personal Information and/or Sensitive Personal Information as defined under the DPA, including their name, age, gender, medical information and medical history, health complaints, vital signs, results of laboratory examinations and other information necessary for diagnosis (“Data”). You agree that the Data collected, processed and shared pursuant hereto shall be processed and shared exclusively for the purpose of your performance of services contemplated herein, unless otherwise expressly allowed under the DPA.

You acknowledge that the Data will be shared between you and us through the Application which are encrypted and has security features that will prevent unauthorized access. You will not transmit any document containing Data through facsimile or other unencrypted means.

You agree that you will (a) not disclose, trade, sell or transfer any Data to any person without our prior written instruction; (b) not use or process the Data except in connection with the purposes provided herein; (c) as applicable, allow Data Subjects to access and correct the Data in your custody and to exercise their rights under the DPA, (d) notify us if you receive from us any Data that is not covered by this clause, and (e) comply with our Cybersecurity Policy.

Each of you and us represents and warrants that (a) the collection and processing of Data contemplated herein adheres to the principles of transparency, legitimate purpose and proportionality, (b) we will fully comply with the provisions of these Terms of Use and the DPA, (c) these Terms of Use shall be made available for review of the NPC in cases required under the DPA; and (d) the rights of the Data Subjects shall be upheld without compromising data integrity.

We represent and warrant that (a) prior to collecting the Data, or prior to the sharing of the Data, we will secure the consent of the Data Subject with respect to the collection and further processing of the Data and the sharing, storage, transfer and transmission of the same in accordance with these Terms of Use. We will secure the Data Subject’s consent through written, electronic or recorded means, and (b) we will provide the following information to the Data Subjects prior to the collection or sharing of Data, (i) identity of the third parties who will be given access to the Data, (ii) purpose of the data sharing, (iii) categories of Data concerned, (iv) intended recipients of categories of recipients of the Data, (v) existence of the rights of the Data Subjects, including the right to access and to correct the Data, and the right to object to Data sharing or further processing, (vi) if applicable, the automated processing of the Data for profiling, and (vii) other information that would sufficiently notify the Data Subject of the nature and extent of Data sharing and manner of processing.

Each of you and us will implement reasonable and appropriate physical, technical, and organizational measures for the protection of Data, with the aim to maintain the availability integrity and confidentiality of Data and protect them against natural dangers such as accidental loss or destruction, and human dangers such as unlawful access, fraudulent misuse, unlawful destruction, alteration and contamination.

In the event of a Personal Data Breach involving the Data while the same is being processed by you or is in your custody or control, you agree to immediately notify us in writing, and in no case later than six (6) hours upon knowledge of the same, or when you have reasonable belief that a Personal Data Breach has occurred. Your notification shall describe the nature of the breach, the type of Data possibly involved, the list of Data Subjects involved, the possible risks, harm or damage to the Data Subjects and the measures taken by you to address the breach. You agree to include as well your assessment of whether there is a need to notify the NPC and the Data Subjects of the breach for our consideration.

This specific clause shall be co-terminus with the Terms of Use which constitutes a legally binding agreement between us, provided that this Clause 17 and any extension thereof shall in no case be for more than five (5) years.

Upon the termination of your availment of the Service, or upon our request, you shall promptly destroy, dispose or surrender to us, as applicable, the Data and other information and documents containing the Data in your possession and if requested by us, you agree to certify that the Data and/or copies thereof in your possession have been destroyed, disposed of, surrendered or returned in compliance with this paragraph.

As applicable, each of you and us shall ensure that the following rights of the Data Subjects are upheld:

a. Availability of these Terms of Use

A copy of these Terms of Use may be accessed by a Data Subject through email upon written request, provided that the parties have a right to prevent the disclosure of any detail or information that could endanger the security measures set out herein or expose to harm the integrity, availability, or confidentiality of Data under its control or custody.

b. Access to Information

Upon the request of a Data Subject, the concerned party may release to the requesting Data Subject the following information with respect to his Data:

Contents of his/her Data that were processed;
Sources from which his/her Data were obtained;
Names and addresses of the recipients of his/her Data;
Manner by which his/her Data was processed;
Reasons for the disclosure of his/her Data to recipients, if any;
Date when his/her Data was last accessed or modified; and
The identity and address of the owner of the Data.

c. Correction of Data

The concerned party may provide to the Data Subject the means and methods whereby the Data Subject may dispute the inaccuracy or error in the Data and correct the Data immediately and accordingly, unless the request is vexatious or otherwise unreasonable. The concerned Party shall inform the other Party of the correction or rectification.

d. Deletion of Data

The concerned Party may provide to the Data Subject the means and methods whereby the Data Subject may order the blocking, removal, or destruction of his/her Data.

e. Remedies

The concerned party may provide to the Data Subject the means and methods whereby the Data Subject may report any security breach or violation of his rights with respect to the processing of his/her Data, as well as the procedures whereby such reports are timely and adequately addressed.

18. Dispute Resolution and Governing Law

19. Entire Agreement and Severability

For any concern, please e-mail us at support@mwell.com.ph so we can help you accordingly.

‍

Wellness Terms and Conditions

By accessing the mWell Wellness Services (the “Services”) you agree to be bound by these Terms and Conditions, in addition to mWell PH’s Terms of Use:

Personal and Other Data
When you use our Services, you provide us with personal data that we use to update services and personalize the features for you. We make sure that your personal data is well protected in the mWell platform and that they are only used to the extent necessary to provide you our Services in the best possible manner.
Please note that if you permit us to access and analyze your activity data (e.g. step count, sleep data) from your smartphone or other connected fitness trackers or apps, such data will continue to stay with those apps which generate them. We only analyze said data to generate your mWellness Score and grant access to other linked features. We do not generate activity data on our own.
Permissions
We shall request certain data and permissions from you before certain actions are taken, such as generating an mWellness Score or updating the leaderboard in a Steps challenge. These data and permissions include, but are not limited to:
Your lifestyle information (e.g. activity level, dietary preferences)
Connecting the mWell PH app to your Google Fit/ Apple Health account, whichever is applicable
Connecting the mWell PH app to your fitness tracker (i.e.Fitbit, Garmin)
By giving us permission, you can enjoy access to a daily mWellness Score, fitness challenges, and other wellness features like workout plans and healthy recipes. These permissions extend to our trusted partners who help us provide the Services.

For any concern, please e-mail us at support@mwell.com.ph so we can help you accordingly.

General Terms and Conditions

Telemedicine Terms and Conditions

Terms and Conditions for Doctors and Psychologists

Wellness Terms and Conditions

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