Terms & Conditions

ARTICLE I – GENERAL INFORMATION

These General Terms and Conditions of Use (hereinafter: "General Terms and Conditions") govern the legal relationship between the Consulting and Services Company DERMANETA DOOEL Skopje , with its registered office at ul. "Shidska " no. 26 /6-3 in Skopje - Gjorge Petrov , Republic of North Macedonia, EMBS: 7946660 (hereinafter: "the Company" or " DERMANETA DOOEL Skopje "), as the owner and administrator of the Telemedicine Platform dermaneta.com (hereinafter: "the Platform"), and any natural person using the Platform (hereinafter: "User").

By accessing the Platform and using the services offered by DERMANETA DOOEL Skopje , the User confirms that he/she is familiar with, understands and fully accepts these General Terms and Conditions, as well as the Privacy Policy that is an integral part of them. If the User does not agree with the provisions of these General Terms and Conditions, he/she is obliged to immediately stop using the Platform and the services.

The General Terms and Conditions constitute a legally binding agreement between the Company and the User and apply to all users of the Platform, regardless of whether they use doctor consultation services, written or video consultation services, chat communication services, as well as any other service that DERMANETA DOOEL Skopje may offer through the Platform.

By accepting these General Terms and Conditions, the User undertakes to use the services of the Platform in accordance with the positive legal regulations of the Republic of North Macedonia, good business practices and these terms and conditions.

DERMANETA DOOEL Skopje reserves the right to make changes and amendments to these General Terms and Conditions at any time, with the changes coming into force from the moment of their publication on the Platform. The User is obliged to regularly monitor the published General Terms and Conditions, and continued use of the services is considered as consent to the amended terms and conditions.

ARTICLE II – DEFINITIONS

For the purposes of these General Terms and Conditions, the following terms have the meanings set forth below:

"Platform" – is an integrated software system consisting of the website dermaneta.com , " DERMANETA DOOEL Skopje ", databases and related communication technologies, through which the exchange of medical information and the provision of telemedicine services are enabled.

"Company" or "Administrator" – is the legal entity DERMANETA DOOEL Skopje , owner and administrator of the Platform, which acts as an intermediary between the Users and the doctor and is responsible for the technical functioning, maintenance and management of the Platform.

"User" – is any natural person who registers and/or uses services on the Platform, including video and written consultations, chat communications and other services, for which he/she pays a fee in accordance with the applicable price list. A User may only be a person over 18 years of age, unless a minor uses the service with the written consent of a parent or guardian.

"Doctor - Person for medical consultations" - is a healthcare professional who meets all legal requirements for providing healthcare services in the Republic of North Macedonia, holds a work license issued by the Medical Chamber, and is registered in the register of healthcare professionals .

"Telemedicine services" – are advisory health services provided remotely, via electronic communication (video call, written consultation, images, chat or other electronic form) , which aim to provide general medical information, guidance or recommendations related to the User's health. These services do not replace a classic medical evaluation or physical examination.

"Date" – is a predetermined day and time in the Platform's schedule , according to the Platform's local time, for Skopje, Republic of North Macedonia. GMT+2 , for which the User makes a reservation for a consultation with a Doctor - a Medical Consultation Person, with a duration determined by the Platform or the Company.

"Electronic medical record" – is a set of data that is created and stored in the Platform system during the use of telemedicine services, which may contain personal and health data, diagnoses and medical recommendations, submitted by the User and/or the Doctor.

ARTICLE III – COMPLETING THE QUESTIONNAIRE, PAYMENT AND USE OF THE PLATFORM

To use the services of the Platform, the User is obliged to fill out an electronic consultation questionnaire available at dermaneta.com/medical-appointment/ or dermaneta.com/skin-care-appointment/. The questionnaire contains personal and health data necessary for the implementation of the telemedicine service, including: name and surname, age, telephone number, e-mail, place of residence, description of the medical problem, previously established diagnosis, therapy used, allergy data, attached images and other relevant health information.

After completing the questionnaire, the User is obliged to make an online payment with a payment card through a secure payment processor. DERMANETA DOOEL Skopje does not store, nor has access to, payment card data, which is processed exclusively by the authorized financial institution.

Once the payment is successfully confirmed, all relevant information about the consultation, including the date and time of the scheduled appointment, is automatically sent to the User's email address. and a link to access the online session.

By filling out the questionnaire and confirming payment, the User expressly consents to the personal and health data provided being processed by DERMANETA DOOEL Skopje and by the doctor who will perform the consultation, exclusively for the purposes of providing telemedicine services, in accordance with the Law on Personal Data Protection.

The user bears full responsibility for the accuracy of the information provided, as it constitutes the basis on which the doctor makes the diagnosis. provides its own professional medical advice. If inaccurate, incomplete or false data is submitted, DERMANETA DOOEL Skopje is not responsible for the possible consequences on the User's health.

ARTICLE IV – NATURE AND DESCRIPTION OF THE SERVICES

DERMANETA DOOEL Skopje platform enables mediation between licensed healthcare professionals . working hours and users through digital technology, with the aim of providing telemedicine services in the field of dermatology.

The telemedicine services available through the Platform are based on the requests and needs of the Users.

The services are exclusively advisory and are based on the information, data and attached images that the User submits through the questionnaire or during the consultation. Therefore, consultation through the Platform cannot be considered a complete replacement for a physical medical examination, but rather represents an additional channel for advice and guidance regarding the User's health condition.

The doctor performing the consultation reserves the right, based on expert opinion, to refer the User for a physical examination, laboratory tests or treatment at a healthcare facility, if necessary for accurate diagnosis and further treatment.

The platform is not intended to provide emergency medical services or treat life-threatening conditions. In such cases, Users are obliged to immediately call the emergency medical service or visit the nearest healthcare facility.

DERMANETA LLC Skopje acts solely as an intermediary and is not responsible for the professional medical advice, opinions or recommendations given by the doctor – Medical Consultation Person. The doctor acts independently and autonomously, within the framework of his professional and legal responsibility.

ARTICLE V – COMPENSATION AND PAYMENT

Telemedicine services provided through the Platform are charged according to the applicable price list published on the official website of DERMANETA DOOEL Skopje .

The Price List is an integral part of these General Terms and Conditions and is available for review by Users prior to making payment.

Payment for the consultation is made via electronic transaction with a payment card (Visa, MasterCard, Maestro, Diners Club or other cards supported by the authorized payment processor). When making the payment, the User is obliged to enter the necessary payment card data in a specialized and protected payment form.

DERMANETA LLC Skopje does not store, has no access to, and does not perform any processing of data related to the Users' payment cards. All such data is processed exclusively by the authorized financial institution, in accordance with international payment security standards (PCI-DSS) and the applicable legal regulations in the Republic of North Macedonia.

After a successful transaction, the User is sent an electronic confirmation to the provided email address, which contains detailed information about the payment made and confirmation of the scheduled consultation.

All funds paid for the use of the services are calculated and expressed in Macedonian denars (MKD), in accordance with the legal regulations for payment transactions in the Republic of North Macedonia.

In the event of a technical problem during payment or an unsuccessful transaction, the funds will not be charged to the User. If, due to technical or administrative reasons, an incorrect charge nevertheless occurs, DERMANETA DOOEL Skopje is obliged, within 7 (seven) working days, to refund the funds to the same payment card from which the transaction was made.

ARTICLE VI – CANCELLATION AND CHANGE OF TERM

The User has the right to cancel or change the scheduled consultation appointment, provided that this is done no later than 24 hours before the time designated for the consultation. In such case, the User has the right to a full refund of the paid funds or their redirection to a new appointment, of their own choice.

If the User cancels the appointment less than 24 hours before the consultation, the funds paid are not refunded and are considered lost, unless there is a justified reason (for example, a technical problem on the Platform's side or a justified cancellation by the doctor).

In the event that the consultation cannot take place due to cancellation by the doctor, the Company is obliged to provide the User with a choice:

1. redirection of paid funds to a new term, or
2. a full refund of the funds to the same payment card from which the transaction was made.

DERMANETA LLC Skopje reserves the right to postpone or cancel the scheduled appointment due to technical reasons, system maintenance, security risks or other circumstances beyond its control (force majeure). In such case, the User will be notified and will have the right to choose a new appointment or a refund.

All canceled and changed appointments are recorded in the Platform's system, and the User is obliged to check the received email confirmation for the status of their consultation.

ARTICLE VII – RIGHTS AND OBLIGATIONS OF THE USER

The user has the right:

1. to use telemedicine services through the Platform in accordance with these General Terms and Conditions and the positive legal regulations of the Republic of North Macedonia;
2. to receive clear, accurate and timely information about the terms, conditions of use, prices and content of the services;
3. to request deletion or restriction of their personal data in accordance with the Law on Personal Data Protection and the Privacy Policy of DERMANETA DOOEL Skopje ;
4. to request a refund of paid funds in cases and under the conditions provided for in these General Terms and Conditions.

The user is obliged:

1. to provide accurate, complete and truthful personal and health data and images in the consultation questionnaire and during communication with the doctor ;
2. to use the Platform only for personal and legally permitted purposes;
3. to refrain from misuse of the Platform, including, but not limited to: entering false data, using abusive or discriminatory communication, disrupting the technical functioning of the system or attempting unauthorized access;
4. to respect the scheduled appointment time and to provide appropriate technical conditions (internet connection, device with camera and microphone) for the consultation;
5. to respect the intellectual property rights of DERMANETA DOOEL Skopje and not to use the content of the Platform for commercial purposes without prior written consent;

In case of breach of these obligations, DERMANETA DOOEL Skopje has the right to limit or completely suspend the User's access to the services, without obligation to compensate for damages, and to take appropriate legal action in accordance with the laws of the Republic of North Macedonia.

ARTICLE VIII – RIGHTS AND OBLIGATIONS OF A DOCTOR OF

Doctor – Person providing medical consultations services through the DERMANETA DOOEL Skopje Platform , is an independent provider of health services and performs its activities in accordance with the Law on Health Protection and other positive regulations.

A doctor has the right to:

1. to obtain accurate and complete information from the User, necessary for providing professional medical advice;
2. to refuse a consultation if it is assessed that the User's health condition requires urgent medical intervention or a physical examination in a healthcare facility;
3. to refer the User to additional examinations, laboratory tests or physical examination, when necessary for the accuracy and safety of the medical service;
4. to terminate a consultation if offensive, discriminatory or inappropriate communication occurs from the User.

Doctor from is obliged :

1. to act professionally, conscientiously and in accordance with the law, medical ethics and standards of good medical practice;
2. to provide telemedical advice based on the information provided by the User, indicating all limitations arising from the fact that it is an online consultation;
3. to protect the User's personal and health data, acting in accordance with the Law on Protection of Personal Data and Professional Secrets;
4. to maintain correct and professional communication with the User;
5. to also inform if there are technical or organizational obstacles to the realization of the scheduled appointment.

ARTICLE IX – LIABILITY AND LIMITATIONS

DERMANETA LLC Skopje provides a technological platform for mediation between doctors - Medical Consultation Persons and Users. The Company does not perform medical activities and is not responsible for the content, accuracy, quality or outcome of medical advice and recommendations given by doctors . The doctor acts independently and autonomously, in accordance with his professional responsibility and applicable laws.

DERMANETA LLC Skopje undertakes to provide technical and organizational conditions for the smooth functioning of the Platform, but does not guarantee that the services will be available at all times, without interruptions or technical errors. The Company is not responsible for:

1. technical interruptions, delays or errors caused by the User's internet connection or external factors beyond the reasonable control of the Company;
2. damages or consequences arising from incorrect, incomplete or false information and images provided by the User;
3. damage to the User's health resulting from failure to comply with the doctor's recommendation for a physical examination or emergency medical intervention;
4. the content of the communication between the User and the doctor, for which the parties themselves bear responsibility;
5. damages incurred due to "force majeure" events (natural disasters, power outages, cyber-attacks, government restrictions or other circumstances that cannot be reasonably foreseen or prevented).

DERMANETA LLC Skopje does not assume liability for any indirect, incidental, consequential or intangible damages (including loss of data, income or profit), arising from the use or inability to use the Platform and the services.

All medical information and advice received through the Platform is of an advisory nature and should not be construed as a definitive medical diagnosis or a substitute for a physical examination. The User is obligated to contact a healthcare facility or emergency medical service for any serious or urgent condition.

ARTICLE X – INTELLECTUAL PROPERTY

All intellectual property rights related to the Platform DERMANETA DOOEL Skopje , including the software, source code, databases, design, graphic solutions, logo, trademarks, texts, photographs, videos, audio materials and other content published on the Platform, are owned by the Company .

The User has the right to access and use the contents of the Platform exclusively for personal and non-commercial purposes, within the limits permitted by these General Terms and Conditions. Any unauthorized copying, reproduction, modification, translation, distribution, public display or any other use of the contents of the Platform for commercial or other unauthorized purposes is strictly prohibited and constitutes a violation of intellectual property rights.

Users who publish or submit documents, medical records or other information through the Platform guarantee that they are their property or that they have the appropriate authorization to submit them, without violating the rights of third parties. By submitting them, the User grants DERMANETA DOOEL Skopje limited , non-exclusive and non-transferable right to use them only for the purposes of performing the agreed service.

In case of violation of intellectual property rights, DERMANETA DOOEL Skopje has the right to take legal measures before the competent courts, in accordance with the applicable legislation of the Republic of North Macedonia , i.e. has the right to take all legal measures before the competent foreign courts in the domicile countries of the Users.

ARTICLE XI – COMPLAINTS, GRIEVANCES AND DISPUTE RESOLUTION

The User has the right to file a complaint or objection if he/she believes that the services provided through the Platform have not been performed in accordance with these General Terms and Conditions or the expected quality.

Complaints and objections are submitted electronically, by e-mail: dermanetainfo@gmail.com or via the Contact form on dermaneta.com . In the complaint, the User is obliged to provide his/her identification data, a description of the problem and all relevant evidence or documents.

DERMANETA LLC Skopje is obliged to review the complaint and provide a response to the User within 7 (seven) business days from the date of receipt of the complaint.

If the complaint concerns the actions of a doctor - Medical Consultation Person, DERMANETA LLC Skopje, through the Medical Board, reviews the allegations and communicates with the doctor regarding them. With the consent of the User, the Medical Board may also review the recording of the consultation, written communication, or attached documents.

In the event that it is determined that the doctor acted contrary to the law, medical ethics, or the business cooperation agreement, the Medical Board has the right to propose disciplinary measures, including suspension, forfeiture of fees, or termination of cooperation.

If the User is not satisfied with the resolution of the complaint, he/she has the right to file a complaint with a competent authority, in accordance with the Law on Consumer Protection.

Disputes that cannot be resolved through an out-of-court dispute resolution procedure will be resolved before a competent court in the Republic of North Macedonia.

ARTICLE XII – PROTECTION OF PERSONAL DATA

DERMANETA LLC Skopje processes the personal and health data of Users in accordance with the Law on Personal Data Protection and the Company's Privacy Policy, which is publicly available on the Platform and forms an integral part of these General Terms and Conditions.

Personal data collected through the consultation questionnaire and during the use of the services (name, surname, age, contact information, health data , images and medical documentation) are processed solely for the purpose of providing telemedicine services .

DERMANETA LLC Skopje takes appropriate technical and organizational measures to protect personal data from unauthorized access, modification, loss or misuse, including encryption of communication, limited access to authorized persons only, and regular review of security protocols.

The user has the right:

• to access your personal data,
• to correct inaccurate or incomplete data .

By using the Platform, the User consents to the processing of their personal and health data, exclusively for the purposes specified in the Privacy Policy and in accordance with legal regulations.

ARTICLE XIII – AMENDMENTS TO THE TERMS AND CONDITIONS

DERMANETA LLC Skopje reserves the right at any time to make changes and amendments to these General Terms and Conditions, in order to comply with changes in legislation, improve the quality of services or due to technical and organizational needs of the Platform.

Any changes to the General Terms and Conditions will be publicly announced on the official website dermaneta.com . The amended terms and conditions shall enter into force immediately upon their publication, unless another deadline is expressly specified.

Users are obliged to regularly monitor the published terms, and continued use of the Platform after the publication of the changes will be considered as expressed agreement with them.

If the User does not agree with the changes, he/she has the right to stop using the Platform and the services. Termination of use by the User does not release him/her from obligations that arose before the date of publication of the changed terms.

ARTICLE XIV – APPLICABLE LAW AND JURISDICTION

These General Terms and Conditions have been compiled and shall be interpreted in accordance with the laws of the Republic of North Macedonia.

For all issues not regulated by these General Terms and Conditions, the provisions of the applicable legislation of the Republic of North Macedonia shall apply, including , but not limited to: the Law on Health Care, the Law on Obligations, the Law on Consumer Protection, the Law on Electronic Commerce and the Law on Personal Data Protection , while in the event of a threat to intellectual property rights related to the DERMANETA DOOEL Skopje Platform, the provisions of the applicable legislation of the Users' domicile countries shall also apply.

Any dispute that may arise from or in connection with the use of the Platform will first be resolved amicably.

Civil Court Skopje in Skopje , Republic of North Macedonia, is competent to resolve the dispute .