Terms and Conditions

2.1 These General Terms and Conditions apply to all agreements between Aevita and clients (hereinafter: “you” or “the client”) regarding:

• use of the digital care platform and the mobile app;
• purchasing (digital) healthcare services and medical consultations;
• the supply and dispensing of medicines and related products;
• subscriptions and other paid services from Aevita.

2.2 By creating an account, using the platform, entering into a subscription, or placing an order, you accept these General Terms and Conditions.

2.3 Aevita may change these General Terms and Conditions. The amended conditions will be clearly communicated on the website. For current subscriptions, changes will only take effect after a reasonable period of time. If you do not agree with a material change, you have the right to terminate your subscription.

3.1 Aevita offers a digital healthcare platform with which you:

• can fill out online medical questionnaires;
• can have (video) consultations or digital contacts with healthcare professionals;
• can receive guidance for certain medical indications;
• if medically appropriate, you can obtain a prescription and supply of medicines.

3.2 Aevita does not provide emergency or urgent care. In case of acute symptoms or life-threatening situations, you must always contact 112 or the GP out-of-hours service immediately.

3.3 Care is provided by or under the responsibility of healthcare professionals registered under the BIG Act, such as doctors and nurses, in accordance with applicable professional standards.

3.4 Aevita may modify, expand, or restrict the range of services. Any changes will be communicated in a timely manner via the platform or by email.

4.1 To use Aevita’s services, you need a personal account. You are responsible for entering your details correctly and completely.

4.2 You are responsible for keeping your login credentials confidential and for all activities that take place via your account. Do not share your login credentials with others.

4.3 The information you provide (such as medical data, medication use, symptoms) must be truthful and as complete as possible. Incorrect or incomplete information may lead to an incorrect medical assessment.

4.4 Aevita may temporarily block or permanently terminate your account if you violate the General Terms and Conditions or applicable laws and regulations, or if abuse is suspected.

5.1 An agreement between you and Aevita is concluded when you:

• creates an account and accepts these terms and conditions;
• takes out a paid subscription;
• books a consultation or purchases services;
• places an order for medicines or other products.

5.2 For medical care, a medical treatment agreement within the meaning of the Medical Treatment Agreements Act (WGBO) also arises between you and the healthcare provider concerned and/or Aevita.

6.1 Aevita may work with subscriptions (for example, monthly or annual subscriptions) and/or payment per consultation or per delivery. The current offer and prices are listed on the website or in the app.

6.2 All amounts are in euros and include VAT (where applicable), unless otherwise stated.

6.3 Payment of subscriptions and recurring costs is in principle made via SEPA direct debit or another payment method offered by Aevita.

6.4 If you authorize Aevita for SEPA direct debit, ensure that there is sufficient balance in your account. If a direct debit is reversed, Aevita may: collect the amount again or request you to pay the amount manually; suspend services or block your account in the event of non-payment.

6.5 Late payment may result in Aevita suspending the services and/or terminating the agreement. Outstanding claims remain due.

7.1 The duration of your subscription (for example, monthly or annually) is stated when entering into the subscription.

7.2 Unless otherwise stated, subscriptions are for an indefinite period with a minimum initial contract period, and thereafter cancellable monthly with a notice period of one month.

7.3 You can cancel via the route offered on the platform (for example, via your account settings) or by email to the provided contact address, stating your name and account details.

7.4 Upon termination of the subscription, you may retain access to your (medical) file for review, but your right to further services lapses, unless the healthcare provider agrees otherwise with you.

7.5 Aevita may terminate a subscription if:

• you act in violation of laws and regulations or these terms and conditions;
• you repeatedly fail to pay;
• there are compelling reasons to terminate the care relationship (for example, threat or abuse).

8.1 The decision whether or not to prescribe a medicine is always made by a qualified physician, based on the information provided by you and any additional examination or consultation.

8.2 Aevita and the healthcare providers involved reserve the right not to issue a prescription if:

• there is no medical indication for this;
• insufficient information is available;
• the risks are considered greater than the benefits;
• prescribing would be contrary to guidelines or legislation.

8.3 You understand and accept that using the platform does not mean that medication will be provided immediately in all cases.

8.4 Aevita’s healthcare providers follow relevant professional guidelines, standards, and Aevita’s internal quality policy.

9.1 In principle, medicines are supplied by Aevita’s own pharmacy, unless otherwise specified or agreed.

9.2 Aevita delivers medicines to the delivery address you provided or via a pick-up location, in accordance with the information in the ordering process.

9.3 You are responsible for providing the delivery address correctly and completely. Incorrect address details may lead to delays or incorrect delivery.

9.4 Aevita takes appropriate measures to package and transport medicinal products safely and in accordance with applicable legal requirements (for example, temperature control where necessary).

9.5 If you do not receive a delivery or if it is damaged, you must report this to Aevita as soon as possible, preferably within 2 working days after the scheduled delivery date.

10.1 In the Netherlands, based on laws and regulations, returns of medicines are generally not permitted for reasons of patient safety and quality assurance. This means that, in principle, you cannot return or exchange medicines once they have been delivered, except in cases of:

• incorrect delivery by Aevita;
• a quality defect indicated by the pharmacy;
• a recall.

10.2 For products other than medicines, a statutory right of withdrawal may apply. If this is the case, it will be clearly stated in the ordering process and in the additional information.

10.3 Digital services that have already been fully delivered within the withdrawal period (for example, a completed consultation) cannot be withdrawn if you have expressly agreed to this in advance.

11.1 You can change or cancel a scheduled (video) consultation free of charge up to a certain period before the start. The period and conditions are stated on the platform.

11.2 In the event of late cancellation or failure to appear for an appointment, Aevita may charge a no-show fee or the full consultation price, provided this has been clearly communicated to you in advance.

12.1 Aevita and its affiliated healthcare providers devote great care to the quality and safety of their services. Nevertheless, situations may arise in which damage occurs.

12.2 Aevita’s liability is limited to direct damage and up to a maximum of the amount paid out in the relevant case by Aevita’s liability insurance, plus the deductible. If no insurance pays out, Aevita’s total liability is limited to the amount you paid to Aevita in the three (3) months prior to the damage incident.

12.3 Liability for indirect damage, consequential damage, loss of profit, or intangible damage is excluded, except insofar as there is intent or willful recklessness on the part of Aevita or its management personnel.

12.4 Nothing in these General Terms and Conditions limits Aevita’s liability for damages arising from intent or gross negligence, or for other cases where limitation is not permitted by law.

13.1 Aevita is not obliged to fulfill any obligation if it is hindered in doing so as a result of force majeure. Force majeure includes, but is not limited to: disruptions in telecommunications or IT infrastructure, hosting failures, epidemics, war, terrorism, government measures, strikes, failures at suppliers, and other circumstances over which Aevita cannot reasonably exercise influence.

13.2 If the force majeure situation continues for longer than 30 days, both you and Aevita have the right to terminate the agreement without compensation.

14.1 Aevita has a complaints procedure in accordance with the Healthcare Quality, Complaints and Disputes Act (Wkkgz). You can find information about this on the website and in the app.

14.2 If you have a complaint regarding the care provided, service provision, or delivery, we request that you report this to Aevita first. We strive to handle complaints within a reasonable period, in principle within 6 weeks.

14.3 If your complaint is not resolved to your satisfaction, you may contact the affiliated independent complaints officer or a recognized dispute resolution body, as stated in Aevita’s complaints information.

14.4 In addition, consumers may avail themselves of the usual legal remedies before the civil courts.

15.1 Aevita processes your personal data, including medical data, in accordance with the General Data Protection Regulation (GDPR) and other relevant legislation.

15.2 Aevita’s Privacy Statement explains which data is processed, for what purpose, on what legal basis, how long it is retained, and what rights you have (such as access, correction, and deletion).

15.3 The Privacy Statement is available via the website and the app. By using Aevita’s services, you declare that you have read this statement.

16.1 These General Terms and Conditions and all agreements concluded between you and Aevita are governed exclusively by Dutch law.

16.2 Disputes that are not resolved through the complaints procedure or dispute resolution body shall be submitted to the competent court in the district in which Aevita is established, unless mandatory consumer law prescribes otherwise. In the latter case, you as a consumer have the choice to bring the matter before the court competent under the law.

17.1 If a provision of these General Terms and Conditions is void or is annulled, the remaining provisions shall remain in full force and effect. Aevita will replace the void or annulled provision with a provision that corresponds as closely as possible to the purpose and intent of the original provision.