Terms and Conditions of Use

Article 1

(Identification of the Service Provider)

The private limited company Sequência Serena - UNIPESSOAL LDA, with its registered office in Lisbon, Portugal, registered with the Bragança Commercial Registry under legal entity number 519498240, hereinafter referred to as the “Clinic”, operates under the trading name Nexly Healthcare, as part of the PrEP Online project, and is registered with the Portuguese Health Regulatory Authority (ERS) under number E183020.

Article 2

(Scope)

These Terms and Conditions govern access to and use of the services provided by the Clinic through its digital platform, including online medical consultations and related services.

Article 3

(Acceptance)

Access to and use of the platform require full, express and irrevocable acceptance of these Terms and Conditions, given when the user registers on the platform.

The user declares that they have read and accepted the Clinic’s Privacy Policy, available on a separate page, which governs the processing of their personal data.

Article 4

(Conditions of Access)

Use of the Clinic’s services is restricted to people aged 18 (eighteen) or over who have suitable computer equipment and an internet connection.

The user undertakes to provide true, complete and up-to-date information during registration and when using the service.

Services are provided exclusively within Portuguese territory, including the autonomous regions.

Article 5

(Services Provided)

The Clinic provides remote medical consultations conducted exclusively by legally qualified medical professionals duly registered with the Portuguese Medical Association.

Consultations take place exclusively online, through a browser. If the service is unavailable or technical difficulties arise, the doctor may contact the user by telephone using the number provided.

The Clinic reserves the right to recommend an in-person consultation when clinically appropriate. This must be provided by a third party, and the Clinic may issue a medical report for this purpose.

This service does not provide urgent or emergency medical care. In an emergency, the user should call 112.

Article 6

(The Clinic’s Obligations)

The Clinic undertakes to:

• Ensure medical services are provided diligently and to an appropriate technical standard;
• Ensure the selection and supervision of the healthcare professionals providing the services;
• Protect users’ personal and sensitive data in accordance with applicable law, including the GDPR;
• Provide the technical resources required for remote consultations;
• Inform users of significant changes to the conditions under which services are provided.

Article 7

(The User’s Obligations)

The user undertakes to:

• Provide true, complete and up-to-date information;
• Maintain suitable technical conditions for remote consultations, including equipment and an internet connection;
• Attend at the scheduled time, without exceeding the maximum permitted delay of 15 minutes;
• Use the services for lawful purposes, without putting their health or professionals’ safety at risk;
• Read and accept the Clinic’s Privacy Policy.

Article 8

(Booking, Cancellation and Rescheduling)

The Clinic offers two booking options:

• Booking a predefined slot, with a date and time selected by the user, where the consultation is automatically scheduled once payment is received;
• Requesting a personalised time, where the user provides their availability and the Clinic subsequently contacts them to finalise the appointment, subject to availability.

Appointments must be booked at least 24 (twenty-four) hours in advance.

The user may request to reschedule an appointment provided that the request is made at least 24 (twenty-four) hours before the originally scheduled date and time. No additional fee is charged for this change.

A delay of more than 15 (fifteen) minutes may be treated as an unjustified absence. The Clinic may, at its sole discretion, cancel the consultation without any right to rescheduling or a refund.

If the consultation is cancelled for a reason attributable to the Clinic, the user is entitled to reschedule or, if they choose not to reschedule, to a full refund of the amount paid.

Article 9

(Price)

The consultation price is the amount shown at the time of booking and is fixed for the service purchased.

The consultation price does not include medication, laboratory tests, additional examinations or any other additional services, which are charged separately by their respective providers.

Medication subsidies from the Portuguese National Health Service (SNS) depend on the legislation in force and may vary following legislative or regulatory changes.

Reimbursement by health insurers is also subject to the contractual terms and specific conditions agreed between the patient and their insurer. The Clinic accepts no responsibility for such reimbursement.

Article 10

(Payment and Refunds)

Payment must be made in advance, exclusively using the digital payment methods offered by the Clinic.

Payment must be made within 24 (twenty-four) hours of booking; otherwise, the appointment will be cancelled.

Refunds are provided only when cancellation is attributable to the Clinic. No refund is due for cancellations attributable to the user.

Article 11

(Medical Prescriptions and Clinical Follow-up)

Electronic prescriptions are issued exclusively by digital means and may require a valid Portuguese National Health Service (SNS) patient number.

Prescribing is subject to the clinical judgement of the doctor responsible for the consultation, who will assess the need for, suitability and safety of the prescribed treatment.

A prescription may be withheld if the patient does not complete the requested laboratory tests or attend the specified regular clinical follow-up, which are essential to treatment safety and effectiveness.

The Clinic does not deliver medication. The client is solely responsible for choosing a pharmacy and collecting their prescription there.

Article 12

(Liability)

The medical act is the sole responsibility of the professional who performs it, in accordance with applicable law.

The Clinic exercises due care in selecting and supervising its professionals and ensures the platform’s technical suitability and security.

The Clinic cannot be held liable for technical failures, delays or interruptions arising from causes beyond its control.

The Clinic cannot be held liable for misuse by the user, including conduct contrary to these Terms and Conditions.

Article 13

(Intellectual Property)

All rights to the platform’s content, including text, images, trademarks, software and design, are reserved and belong to the Clinic or third-party licensors.

Unauthorised reproduction, distribution or use is expressly prohibited.

Article 14

(Communications and Contact Details)

For any enquiries, the user may contact the Clinic by email at geral@nexly.pt or through the contact form on the website.

Article 15

(Changes to the Terms and Conditions)

The Clinic reserves the right to amend these Terms and Conditions at any time and must communicate such changes through the platform.

Continued use of the platform after notification constitutes acceptance of the changes.

Article 16

(Jurisdiction and Disputes)

The Lisbon District Court has jurisdiction over any disputes arising from use of the Clinic’s services, with express waiver of any other jurisdiction.

The user may also use the Electronic Complaints Book, available at www.livroreclamacoes.pt.