Terms and Conditions for Telemedicine Services

1.1 By making a booking you confirm that you have read these Terms and Conditions and agree to be bound by them; that you have authority to give the particulars in the booking and, where the patient is under 16, to consent on the patient’s behalf; that you consent to the handling of personal data described in clause 10; and that you understand the nature and the limitations of a consultation conducted at a distance.

1.2 These Terms and Conditions form part of the agreement for that appointment. Please keep a copy of the version you accept. The Clinic may amend them for future appointments. An appointment already accepted remains on the version in force when you accepted it, unless a change is required by law.

2.1 “Telemedicine Service” means the booking and conduct of a medical consultation at a distance, and any related arrangement for collection or delivery of medicine the doctor prescribes. “Tele-Consultation” means the consultation itself, held with the Clinic’s medical practitioner by video.

2.2 The Clinic encourages attendance in person where a physical examination is the appropriate way to assess a condition. Telemedicine is offered for occasions when attending the clinic is not preferred or not practicable. Diagnosis and advice are based on the history you give and on documents or images you transmit. A physical examination cannot be carried out.

2.3 You choose telemedicine knowing those limitations. The doctor has the final decision whether to offer, continue or decline it, and may ask you to attend the clinic, accept a referral, or seek emergency care.

2.4 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, or any other liability which Hong Kong law does not allow to be excluded. The medical practitioner remains subject to the law of Hong Kong and to the Code of Professional Conduct of the Medical Council of Hong Kong. These Terms and Conditions do not reduce that professional duty.

3.1 You must be physically in Hong Kong at the time of the Tele-Consultation. The Clinic may refuse the service if you are not.

3.2 If the patient is under 16 years of age, a parent or legal guardian must be present throughout and must be able to identify himself or herself to the doctor. The doctor may decline a remote consultation for a child where an examination in person is clinically required.

3.3 This service is not for a medical emergency. If there is chest pain, severe shortness of breath, collapse, heavy bleeding, a suspected stroke, a severe allergic reaction, or any other condition you believe is urgent, call 999 or go to an accident and emergency department. Do not wait for a telemedicine appointment.

3.4 Some conditions are not suitable for assessment at a distance, including any condition that needs a physical examination, a procedure, or an investigation that cannot be done remotely. The doctor may decline the booking or end the consultation on that ground.

4.1 Appointments are made on this website, in intervals of 15 minutes, during the clinic hours published on the site, with the medical practitioner named in the booking.

4.2 Your full name, date of birth, telephone number, HKID or passport number, and address must be accurate and complete, and must relate to the patient who will attend. The name must match the identity document you will produce. The Clinic is entitled to rely on what you submit and is not obliged to check it before the consultation. You bear the consequences of an error, which may include cancellation of the appointment.

4.3 A booking is for the named patient only. It cannot be transferred to another person.

4.4 You are responsible for your device and network connection, and for joining at the appointed time. The Clinic is not responsible for a missed or impaired consultation caused by your equipment, or by a failure of the network or of the video software.

4.5 The Clinic may cancel a booking, and may refuse access to the service, if the booking is fraudulent, if the particulars are misleading, or if providing the service would conflict with these Terms and Conditions or with applicable law.

5.1 Before or at the start of the Tele-Consultation the doctor will confirm that the person attending is the patient named in the booking, by reference to a valid identity document. If the patient is under 16, the parent or guardian present will likewise be asked to identify himself or herself. If identity cannot be confirmed to the doctor’s satisfaction, the consultation will not proceed.

5.2 Please join from a private place where you can speak freely. Do not record the consultation, and do not allow another person to see or hear it, unless the doctor has agreed.

5.3 If the sound, picture or connection is not good enough for safe care, the doctor may end the consultation and arrange for you to be seen in person or at another time.

6.1 The consultation is by video, on software the Clinic does not operate. Picture and sound pass through that provider’s systems. By proceeding you use it on the provider’s own terms.

6.2 To the extent permitted by law, and except to the extent caused by the Clinic’s own negligence, the Clinic is not responsible for interruption, delay, poor transmission, mis-delivery, or unauthorised access arising from that software, from any courier engaged to deliver medicine, or from your device or network. The Clinic may use another means of contact if the video software cannot be used.

7.1 Whether any medicine is prescribed, and which medicine, is a clinical decision for the doctor. A prescription may be declined, including where a medicine ought not to be started without an examination in person, or where it is a dangerous drug or is otherwise unsuitable for supply after a remote consultation.

7.2 If medicine is supplied, you may collect it in person from the clinic, or receive it by same-day or next-day delivery at a Hong Kong address you have given. A delivery fee applies. Delivery is available only within Hong Kong and only where the Clinic confirms it. An address that cannot reasonably be served may be declined; the Clinic will then contact you to arrange collection or another address.

7.3 A stated delivery time is an estimate, not a guarantee. Where a courier is used, the Clinic is not responsible for delay, loss or damage after the item has been handed to the courier, except to the extent caused by the Clinic’s own negligence. Medicine that has been dispensed is not returnable, except where the law requires otherwise.

8.1 The fee for a telemedicine consultation is HK$280. That fee includes consultation and basic medication. You may collect the medicine in person from the clinic, or request same-day or next-day delivery in Hong Kong, for which a delivery fee applies. Any medicine beyond the basic medication is charged as the Clinic tells you. Payment is made after the consultation. A payment link will be sent to you. Payment may be made by Visa, Mastercard, American Express, UnionPay, FPS, PayMe, AlipayHK, WeChat Pay, Octopus or Tap & Go. Unless the Clinic agrees otherwise in respect of that visit, the service is self-pay.

8.2 An insurer or the Elderly Health Care Voucher Scheme may be used only if the Clinic confirms it for that visit. Please do not assume that direct billing is available.

8.3 A fee paid for an appointment cannot be transferred to another person, or exchanged for another service, except where the Clinic agrees.

8.4 Please cancel, or ask to change the time, by message to the Clinic at least two hours before the appointment. A change of time is subject to availability and is not otherwise available as of right.

8.5 If you do not attend at the scheduled time, or you cancel inside that two-hour period, for a reason not caused by the Clinic, the Clinic may treat the appointment as used and release the time. Any fee already paid need not be refunded. Where the Clinic has told you, before you pay, that an administrative charge will be deducted from a late cancellation, that charge may be deducted. The Clinic is not liable for costs or other consequences to you of that non-attendance.

A medical record of the consultation is made and kept to the standard required of a registered medical practitioner in Hong Kong. Advice given on the consultation is for the named patient and for that occasion.

10.1 The Clinic collects your name, date of birth, telephone number, identity document number, address, and the clinical information you give during the consultation, for these purposes: arranging and providing the consultation; verifying identity; prescribing and, where relevant, dispensing or arranging delivery; billing; keeping the medical record; and complying with legal and professional duties.

10.2 That data may be seen by the consulting doctor and by clinic staff who need it for those purposes, and may be disclosed to a pharmacy or courier engaged to supply or deliver medicine, and to any person to whom the Clinic must disclose it by law.

10.3 The booking page records only that a time has been taken, so that the same time cannot be given twice. Your name, telephone number, identity number and address are not stored in that record. They reach the Clinic when you send them after booking.

10.4 Because the consultation uses third-party video software, the contents pass through a system the Clinic does not operate. Electronic transmission is not completely secure.

10.5 You may request access to, or correction of, your personal data held by the Clinic by telephoning 2388 8605 or by writing to the clinic at the address above. The Clinic handles personal data in accordance with the Personal Data (Privacy) Ordinance (Cap. 486).

11.1 These Terms and Conditions are governed by the laws of the Hong Kong Special Administrative Region. The courts of Hong Kong have exclusive jurisdiction.

11.2 If any provision is held to be unenforceable, the remaining provisions continue in effect.

11.3 A decision by the Clinic on a procedural matter under these Terms and Conditions, such as whether a cancelled time can be reopened, is final. That does not affect any right you have to raise a concern about your clinical care, including with the Medical Council of Hong Kong, or to bring a claim which the law allows.

11.4 If the Clinic does not insist on a provision on one occasion, that is not a waiver of it.