Terms and Conditions of Service
By agreeing to these Terms and Conditions, the User declares that they wish to use the online medical consultation services operated by MNN Médico na Net, Lda, through the website piko.com.
The User agrees that, by registering as an authorised User of the site, they declare that they are of legal age or are the legal guardian of the minor or accompanied adult they register, and that they are resident in national territory.
If, for any reason, they do not agree with their content, the User undertakes to cease access to and/or use of our services immediately.
The User undertakes not to register or use our services on behalf of anyone other than themselves.
Services available:
piko.com provides online medical consultation services and supplementary examinations by questionnaire, which allow access to healthcare professionals via videoconference.
The User will be assessed in a personalised manner, taking into account their clinical history and the health data they provide.
The services provided include medical video consultation, by prior appointment, treatments or supplementary examinations by means of a questionnaire reviewed and validated by a doctor.
The medical consultation by video or telephone:
After making a prior appointment, the User is welcomed by a team of doctor and nurse, experienced professionals duly accredited by the medical and nursing professional bodies.
The healthcare service provider is MNN Medico Na Net, with ERS registration number 169767.
Medical treatments, supplementary examinations and certificates:
The User answers a clinical questionnaire, prepared using all the requirements of best medical practice, which will subsequently be validated by a doctor who will determine whether prescriptions and/or medical examinations may be issued. The final authorised treatments will be sent to the User by SMS or email.
IMPORTANT:
piko.com services must never be used in a medical emergency, situations that put the User’s life at risk, or situations that require a physical examination and in-person contact with a healthcare professional.
This service does not replace the usual healthcare provided by Family Health Units or Hospitals and is not intended to address medical or psychological emergencies.
In emergency situations, the User should see a healthcare professional in person, go to the nearest hospital emergency service or call the national emergency number (112).
Outside the scope of the services provided by piko.com, all information on general health topics constitutes general guidance only and is not tailored to the User’s situation because it is not personalisable; therefore, the User applies such guidance to their specific case at their own risk. mediconanet.pt is not responsible for the consequences of applying such guidance to a specific case without medical supervision.
Use of the platform:
Video consultations require a prior appointment and assume payment of the full consultation fee for it to take place.
If technical difficulties arise during the prior appointment process, the User should contact help services via chat or email at support@pikohealth.com.
Use of the piko.com platform by a minor or accompanied adult requires the consent of their legal representative at the time of the prior appointment.
The legal representative must start the consultation together with their ward and present documentary proof (for example, identity card) of their identity and relationship with the User.
The User is responsible for the truthfulness, accuracy and authenticity of the data provided.
A User who books a consultation for someone else is responsible for ensuring that the data provided is up to date and accurate and that the person who will use the online consultation agrees to the appointment and to the Terms and Conditions and Privacy Policy.
After receipt of payment and issuance of the respective invoice, a notification will be sent to the User confirming the appointment for the requested consultation.
The User is responsible for ensuring the conditions necessary to use piko.com services, such as a computer or mobile device with camera and microphone, internet access, sufficient battery charge, appropriate software and a location with the necessary privacy.
piko.com is not responsible if any of the conditions described above are not met and, if the service cannot be carried out due to lack of the necessary conditions, reserves the right not to refund or reschedule it.
The healthcare professional will start the consultation at the scheduled date and time and may have the consultation room open up to 5 minutes in advance.
The User should access the room and request to join at the scheduled time.
A tolerance of 7 minutes after the scheduled time applies.
In case of delay without prior notice, and after the tolerance period, the consultation is deemed ended with no refund.
The User expressly declares that all information they provide is correct, true and complete and accepts full responsibility for it.
Lyvion Digital Solutions, Lda is not responsible, on any basis, if the User provides incorrect, false or incomplete information to its services and professionals.
The User undertakes to inform the medical team immediately of any side effects of treatment and any other problems arising from treatments provided through the site.
The User agrees to inform their family doctor about the medicines provided and the advice given through the site.
Medication is provided according to the information the User gives our doctors through the site or via messages sent to piko.com by email, WhatsApp or telephone.
The User accepts that the site’s advice does not replace their family doctor and undertakes to consult their family doctor and other healthcare professionals when advised by our doctors and as necessary.
We are not liable for any damage that may arise if the User does not inform their family doctor or another healthcare professional about the treatment or guidance received on the site.
We are not liable for any damage resulting from failure to follow the opinions given on the site.
If the User does not fully understand the questions in the assessment section of the site or is unsure how to answer them, or does not fully understand the advice or information directed to them on the site, they undertake to seek clarification from the site’s doctors.
The User agrees that any medicine prescribed by the site’s doctors is exclusively for their personal consumption and not for any other person and undertakes not to supply any such medicine to anyone else.
The User agrees that, before taking any medicine recommended by our doctors, they will read all the information the doctor provided, both online and in print.
The User agrees that they will read the manufacturer’s Patient Information Leaflet that accompanies the medicine and will follow all advice given by the dispensing pharmacist.
Issued treatments are entirely at the doctor’s discretion.
piko.com cannot guarantee that a consultation with a doctor on the piko.com site will result in a prescription and/or test request or certificate.
Online consultations carried out electronically from this Site will be attended by a Doctor as soon as possible.
Piko.com is an online consultation service that depends on third-party networks and technology for communication and we cannot guarantee when consultation information will reach a doctor or absolutely guarantee that it will arrive.
If any of these terms is held invalid or unenforceable, the validity and enforceability of the remaining provisions shall not be affected.
Personal data:
The User gives their consent for their personal data, including about their health, medical history and information disclosed as part of the online consultation assessment, to be viewed and exchanged by and between staff and the duly identified doctor of piko.com for the purpose of providing medical consultation.
The User understands that their personal information may be exchanged electronically.
Lyvion Digital Solutions, Lda reserves the right to contact the User directly to convey information within the scope of services provided by professionals who collaborate with the piko.com platform, in accordance with our Privacy Policy.
Payments:
The User is responsible for providing valid credit or debit card details and, by doing so, authorises Lyvion Digital Solutions, Lda to receive full payment for the service and warrants that they are authorised to use the card.
Prices charged by Lyvion Digital Solutions, Lda are clearly displayed on the piko.com site.
Refund policy:
Video consultations:
Online video consultations may be cancelled or rescheduled free of charge if requested more than 24 hours before the scheduled start time.
Users will be charged in full for any consultations cancelled or rescheduled within 24 hours of the consultation start time.
Users may cancel an online video consultation themselves.
All reschedule requests must be made by email to support@pikohealth.com.
Refunds, where applicable, can only be made to the original credit or debit card and take 1 to 10 business days to process.
Online cancellation and refund:
Cancellation and refund requests may be made within 3 hours from the time of purchase, or 3 hours on the next business day if the purchase was made outside our normal operating hours (Monday to Friday, 9 a.m. to 8 p.m., Saturday and Sunday, 9 a.m. to 8 p.m.).
Note that refunds can only be made to the original credit or debit card and take 1 to 10 business days to process.
Once the Cancellation Period has ended and if our doctors issue a prescription for the User, no refund will be allowed.
If our doctors refuse a particular treatment because it is considered unsafe and/or medically inappropriate for you, a safe alternative will be offered (if available) or an action plan will be provided for your specific clinical situation.
Note that refunds can only be made to the original credit or debit card and take 1 to 10 business days to process.
The Website:
We reserve the right to suspend, limit or terminate your access to this website at any time as well as to change the form of access and even the format of consultations, or other products or services you have purchased, making them available through other platforms or even as a file, to ensure access for the period agreed at the date of purchase.
Likewise, we reserve the right to present, delete, edit, withdraw or modify any data, content, materials or information displayed on piko.com or on any product associated with piko.com at any time. The same applies to piko.com’s social media.
Permitted use of our website:
Access to and use of this website is only permitted for personal, non-commercial purposes, which means this website must only be accessed and used directly by private individuals. Access and use of this website outside a personal, non-commercial context is strictly prohibited.
You may not use this website:
- In any illegal, fraudulent or commercial manner;
- To obtain privileged market information about specific brands or digital influencers;
- To hurt, abuse, embarrass, defame, slander, threaten or harass another person or company, or in a way that invades another’s privacy or is obscene, offensive, hateful, indecent, inappropriate, censurable, unacceptable, discriminatory or harmful, as determined by us;
- To use our content or our services and products for commercial purposes, including to carry on commercial activity related to marketing and communication or other activity directly related;
- To modify or reverse engineer any part of the website;
- In a way that interferes with, disrupts or imposes an unreasonable or disproportionate additional burden on our communications and technical systems, as determined by us;
- Using any automated computer code, process, program, robot, internet crawler, spider, data processor, drag or screen-scraping alternatives to computer code, process, program or system.
Consultations:
Online consultations are consultations by video call on the iMED platform. This platform was assessed by our Data Protection Officer (DPO) from the perspective of compliance with the General Data Protection Regulation (GDPR) and the privacy rights of the parties involved, as being appropriate.
The only thing the user needs is to activate a link that will be sent once the date and time are set. Alternatively, the consultation may also be carried out by telephone if the User so requests, except for the issuance of medical certificates.
The User’s identity is confirmed by the healthcare professional at the start of all consultations.
Consultations will be conducted in Portuguese, English, Spanish or French, according to the user’s preference.
During the consultation, all relevant health information regarding your clinical situation will be provided, as well as clarification on possible medication. Prescriptions will be sent to your email or by SMS.
It is very important that you explain your full clinical history and omit no data, under penalty of delaying or altering the diagnosis.
The healthcare professional’s clinical decision is based on the information provided by the User; therefore the truthfulness and accuracy of that information are essential for adequate care. piko.com is not responsible for situations arising from false, inaccurate or outdated information from the User.
NOTE: Care is individual (except exceptions such as group psychology consultation or when there is a User request authorised by the healthcare professional or, furthermore, when suggested by the healthcare professional with the User’s proper authorisation).
Notwithstanding, the healthcare professional may refuse to continue the consultation if the User fails to comply with the established rules, attempts to obtain medication for sale or improper use, insults or threatens the healthcare professional, does not have the minimum conditions required for the consultation, does not provide a calm, quiet and highly confidential environment, or for other reasons that make the healthcare professional uncomfortable. If the User does not have a good internet connection and the online consultation is not viable, the professional reserves the right to end the consultation and reschedule or end the consultation by telephone call.
After each Service you will have the opportunity to leave comments for the other professional with whom you had the online consultation. Your comment must be brief and must not contain discriminatory, offensive or defamatory language. Comments are not verified by mediconanet.pt for accuracy and may be incorrect or misleading.
Answers to questions and operating hours:
All contact must be made exclusively by email (support@pikohealth.com) or via the chat available on our website. Questions will not be answered through other channels (including social media), and questions raised on non-working days (public holidays, weekends or vacations) may not be answered, or if they are, responses may be sent with a delay of at least 10 business days.
For replies to emails and messages on the platform, our customer service operates on business days Monday to Friday, 9 a.m. to 6 p.m. (Continental Portugal time).
piko.com took care in preparing the content of this website. To the fullest extent permitted by law, piko.com disclaims all warranties of any kind regarding the content of this site.
Breach of the content of these Terms and Conditions implies immediate termination of the User’s access to the site and, where applicable, recourse to legal proceedings.
Lyvion Digital Solutions, Lda reserves the right to make changes to these Terms and Conditions without prior notice.
The amended Terms and Conditions take effect from the date they are published on this website.
The User undertakes to review the Terms and Conditions whenever they visit this website; continued access and use of the website represent tacit acceptance of the amended Terms and Conditions.
Exclusive jurisdiction of the Portuguese courts
The Site was created and is controlled by piko.com in Portugal.
These Terms and Conditions shall be governed by, interpreted and applied in accordance with the laws of Portugal.
The User accepts the exclusive jurisdiction of the Portuguese courts for the resolution of all disputes arising from use of this site and its Terms and Conditions.
