Terms of service | x.doctor

1. Who we are

The App is run by x.doctor OÜ, a private limited company registered in Estonia under registry code 16536174, Narva mnt 5, 10117 Tallinn, Estonia ("x.doctor", "we", "us"). Our contact details are in section 17.

You accept these Terms in one step, by tapping Agree in the App. With the same tap, you confirm that you have read our Privacy policy and you give your explicit consent to our use of your health information as its section 4 describes. If you do not agree, you cannot use the App.

2. Definitions

App: the x.doctor mobile apps for Patients and for Doctors.
Patient: a person who uses the App to get medical opinions, recommendations and advice from Doctors.
Doctor: a licensed professional, such as a medical doctor or a psychologist, who gives Patients opinions, recommendations and advice within their profession through the App.
Plan: a set period, paid or free, during which a Patient can send Messages to one Doctor and call that Doctor, and the Doctor gives the Patient opinions, recommendations and advice in the App (section 5). The Doctor provides the Plan, and we sell it on the Doctor's behalf (section 3).
Messages: the texts, photos, files and voice messages sent in the App.
Calls: audio calls in the App, with video when either person turns on their camera.
Call log: our record of each Call: who called whom, when, whether it was answered and how long it lasted.
Chat: all Messages and Calls between one Patient and one Doctor.
You: the Patient or Doctor who uses the App.

3. What x.doctor does and does not do

x.doctor runs a software platform, the App, through which Patients and independent Doctors talk to each other in Messages and Calls, and through which Patients pay for the Plan they choose. Patients use the App to get medical opinions, recommendations and advice from Doctors.

x.doctor gives no medical opinions, recommendations or advice and is not a healthcare provider. We do not employ the Doctors. We do not review, edit or approve what Doctors tell Patients before they send it, and we do not judge its medical content. We are not a party to the professional relationship between a Patient and a Doctor.

Each Doctor gives opinions, recommendations and advice in their own name and under their own professional responsibility. Doctors are independent professionals who act as traders. When you buy a Plan, you make an agreement with the Doctor for the Doctor's opinions, recommendations and advice during that Plan. We run the App, take your payment on the Doctor's behalf, and handle refunds and complaints about the App and payments.

Many Doctors work in the Republic of Moldova, outside the European Union. If you ask us, we tell you a Doctor's full name, professional address, the body that licensed them and their licence number.

Before we first show a Doctor's profile to Patients, we check the Doctor's licence (section 14.1).

The App is not for emergencies. If you or someone else needs urgent help, call 112 or your local emergency number.
Reply times depend on the Doctor. The App promises no reply time.
Opinions, recommendations and advice in the App do not replace an in-person examination. See a health professional in person when a Doctor advises it or when your condition gets worse.
The App does not issue prescriptions, sick notes or referrals.

4. Your account and your part

You must be 18 or older to have an account. Children must not use the App themselves. A parent or legal guardian can use their own account to ask a Doctor about their child, and is responsible for doing so.
You sign in with a one-time code that we send to your email address. Keep your email account secure: anyone who can read it can sign in as you. If you think someone else has used your account, tell us at once.
Give true information about yourself, and use only your own account.
Share another person's health information only if you have the right to, for example as their parent or legal guardian.
Give your Doctor accurate and complete information. A Doctor can only work with what you share.
You decide whether to follow a Doctor's recommendations.

5. Plans and payment

You choose a Doctor and a Plan. The Doctor sets the price of each Plan, in euros.
Every Doctor offers an opinion plan, which lasts 24 hours: in the App, it is the plan shown without a number of days. A Doctor can also offer guidance plans, which last 7, 14 or 28 days, as shown in the App.
Before you pay, the App shows the Plan and its price. The price shown is the full price. We add no other charges.
You pay by card on Stripe's secure payment page, which opens from the App. Your card details go to Stripe, never to us.
We receive your payment on the Doctor's behalf, keep our platform fee from it and pay the rest to the Doctor. When you pay us, you have paid the Doctor.
You can have only one Plan at a time with the same Doctor, but you can have Plans with different Doctors at the same time. You can buy a new Plan with a Doctor only after your current Plan with that Doctor has ended.
A paid Plan starts the moment your payment reaches us, that is, when Stripe confirms it to us. A Plan with a price of 0 is free, needs no payment and starts at once.
During a Plan, you can send Messages to the Doctor and call the Doctor.
After a Plan ends, you can still read the Chat and answer the Doctor's Calls. To send Messages to the Doctor or call the Doctor again, you need a new Plan. The Doctor can still send you Messages and call you.
If the Doctor changes a price, the Plans you have already bought keep the price you paid.
When a Doctor is not taking new patients, you cannot buy a new Plan with that Doctor. A Plan you already have continues.
You cannot cancel a Plan in the App. To end a Plan early, write to support@x.doctor. Section 6 says when you get money back.
If you reverse a payment through your bank or card issuer, the Plan stops. Please write to us first, so we can try to solve the problem.

6. Withdrawal and refunds

You can withdraw from any paid Plan within 14 days of buying it, without giving a reason. We give you this right whether or not the law requires it.

To withdraw, write to support@x.doctor before the 14 days end. If you write from another address, tell us the email address of your account. If, within those 14 days, you ask us to end a paid Plan or to close your account, we treat this as your withdrawal from that Plan. You can use this model text, but you do not have to:

To x.doctor OÜ, acting for the Doctor, Narva mnt 5, 10117 Tallinn, Estonia, support@x.doctor: I withdraw from my contract for the following Plan: [the Plan and the Doctor's name], bought on [date]. Name: [your name]. Email address of my account: [email address]. Date: [today's date].

By paying, you ask for your Plan to start the moment Stripe confirms your payment to us, within the withdrawal period (section 5). If you withdraw, we refund the price minus the share for the hours that have passed since the Plan started. We count only whole hours, so a part of an hour costs you nothing.

Once a Plan's whole time has passed, the Plan has been fully provided and you can no longer withdraw from it.

We also refund the hours of a paid Plan that you cannot use, counted in the same way, when:

we suspend or end the Doctor's profile, or the Doctor ends their contract with us, so that you can no longer send Messages to or call the Doctor in the App;
a fault on our side stops you from sending Messages to or calling your Doctor;
you decline changed Terms and tell us (section 13);
you withdraw your consent to our use of your health information (Privacy policy, section 4);
we suspend or close your account and you are not at fault (section 10).

We refund to the card you paid with, at no cost to you, within 14 days of the day we receive your withdrawal or your email, or of the day you could no longer reach your Doctor or we closed your account.

A free Plan costs nothing, so there is nothing to refund. This section does not limit any other right you have under the law, including your rights against the Doctor.

7. Messages and Calls

You cannot edit or delete a Message once sent. If you sent something by mistake, for example another person's information, write to support@x.doctor.

We record the audio of every Call, including Calls where video is on. We do not record video. Each Call starts with a short notice that it is recorded and why. If you do not want a Call recorded, do not make or answer it: you can write in Messages instead. We also keep a Call log of each Call.

We keep each Message, call recording and Call log for 10 years after it was sent or the Call took place, and longer only while a complaint, dispute, legal claim or request from a court or authority about it is open. Then we delete it. We keep them to protect Patients, Doctors and x.doctor in complaints, disputes and legal claims, and to answer requests from courts and authorities. We never use them for advertising or profiling, we never sell them, and we never use them to train AI models. Our Privacy policy (section 5) explains when our staff open them.

Unless the law allows it, do not make your own recording of a Call, or publish someone else's Messages, without the consent of the other person in the Chat. You may save the Doctor's Messages, or your notes of what the Doctor said, for your own care, and share them with the health professionals who treat you. This does not allow you to record a Call.

8. How the App lists Doctors

The App lists the Doctors who are taking new patients. It shows first the Doctors you have a running Plan with, then all other Doctors by name. No one can pay for a higher place.

9. Rules for using the App

When you use the App, do not:

break the law, or send illegal content;
harass, threaten or deceive anyone;
pretend to be someone else, or give false information about yourself or your qualifications;
share another person's health information without the right to do so;
make your own recording of a Call, or publish Messages, in breach of section 7;
misuse free Plans, for example by opening extra accounts;
pay with payment details you have no right to use;
interfere with the App's security, or access the App with automated tools.

We do not routinely read Messages or listen to call recordings. Our staff open Messages, call recordings or Call logs only:

when someone reports them to us;
to handle a specific complaint, dispute or legal claim;
to answer a request from a court or authority;
to answer a request from the Patient or the Doctor in the Chat to use their rights under our Privacy policy;
to investigate a specific fault, security incident or misuse.

A person reviews every report. We use no automated tools to decide about content.

Anyone can report illegal content in the App to support@x.doctor. Say where the content is (which Chat or profile) and why you think it is illegal, give your name and email address, and confirm that you believe in good faith that your report is accurate and complete. We confirm that we received the report, and we tell you what we decided.

If content breaks the law or these Terms, we may remove it from the App. We still keep it as section 7 describes. For the reasons in section 10 (Patients) or section 14.6 (Doctors), we may also suspend or close the account. We tell the person concerned what we did and why, unless the law prevents us. They can reply to support@x.doctor, and we review the decision.

If we learn of information that suggests a crime that threatens someone's life or safety, we inform the police or other competent authorities.

10. Closing and suspending accounts

You can close your account at any time by writing to support@x.doctor from the email address of your account. Your Plans then end, and section 6 says when you get money back.

We may suspend or close a Patient's account only for one of these reasons:

the Patient seriously or repeatedly breaks these Terms or the law;
the Patient puts the health or safety of others at risk;
the Patient commits fraud;
a court or authority requires it;
we stop offering the App.

When we act, we tell you the reason, unless the law prevents us. You can reply to support@x.doctor, and we review the decision.

If we stop offering the App, we tell you at least 30 days before. If we suspend or close your account and you are not at fault, we refund the hours of your paid Plans that you cannot use (section 6).

After an account is closed, we keep some data, such as Messages, call recordings, Call logs and payment records, for the periods in our Privacy policy (section 8). Section 14.6 sets out when we suspend or end a Doctor's profile.

11. Liability

Doctors are responsible for their opinions, recommendations and advice and for their medical consequences. x.doctor is not responsible for them, or for the consequences of a Patient's decision to follow them or not, except as the last paragraph of this section says.

We are responsible for our own obligations under these Terms: running the App with reasonable care, checking each Doctor's licence before we first show their profile (section 14.1), protecting personal data as our Privacy policy describes, and handling payments, refunds and complaints.

We do not promise that the App will always be available or free of faults. We may pause it for maintenance or to fix problems, and we try to keep pauses short.

If we breach these Terms through ordinary negligence, we are liable only for damage that we could reasonably foresee when you accepted these Terms.

Nothing in these Terms limits or excludes our liability for death or damage to health caused by our own breach, for damage we cause intentionally or through gross negligence, or for any other liability that the law does not allow to be limited or excluded. Nothing in these Terms takes away the rights you have as a consumer under the law of the country where you live.

12. Rights in the App and in your content

The App, its software and its design belong to x.doctor or its licensors. You may use the App only as these Terms allow.
You keep the rights in the Messages you send and in what you say in Calls. You allow us to store, send, record and keep them only to run the App and for the purposes in section 7 and our Privacy policy.

13. Changes to these Terms

We change these Terms only for one of these reasons:

a change in the law, or a decision of a court or authority;
a new or changed feature, Plan or payment method;
for Doctors, a change to our platform fee or to how and when we pay Doctors;
a safety, security or fraud risk;
to correct errors or make the Terms clearer.

We tell you about each change by email before it takes effect, and the App asks you to accept it when it takes effect:

Patients: a change that reduces your rights or adds to your duties takes effect at least 30 days after we tell you. Other changes can take effect when we publish them.
Doctors: any change takes effect at least 15 days after we tell you. If a change needs you to change how you work, we give you a longer period and state it in the notice. You can end our contract before the change takes effect.

A change that the law requires, or that is needed to stop an immediate security or fraud threat, can take effect sooner.

When a new version takes effect, you cannot keep using the App without accepting it. If you decline, the App signs you out, and your account stays as it is. If you are a Patient, write to support@x.doctor and, as you ask, we refund the hours left in your paid Plans (section 6), send you a copy of your data or close your account. If you are a Doctor, declining ends our contract when the change takes effect, and we refund your Patients the hours left in their Plans (section 6).

Changes never apply to the past. Each version shows at the top of this page when it was last updated and when it applies from. Earlier versions are available on request.

14. For Doctors

This section applies to Doctors, in addition to the rest of these Terms. We apply it in the same way to all Doctors.

14.1 Who can be a Doctor

You must hold a valid licence to practise your profession, be in good standing, and be allowed to give opinions, recommendations and advice remotely, under the law of the country where you are licensed and the law of the countries where your Patients live.
Before we first show your profile to Patients, we check your licence, your identity and your photo. Until then, Patients cannot find or reach you. We do not check your licence again unless we learn of a reason to.
Tell us at once if your licence is suspended, restricted or withdrawn, if any information we checked changes, or if any country's law stops you from advising its residents.

14.2 Your work with Patients

You work independently, as a trader, and you are not our employee. You give opinions, recommendations and advice in your own name and under your own professional responsibility.
You follow the law and the professional and ethical rules that apply to you, including professional confidentiality.
You keep the records that your professional rules require. Our Messages, call recordings and Call logs are not your professional records.
You are responsible for your own taxes and registrations, and for any professional liability insurance that your rules require.
You are a separate controller of the personal data you receive from Patients and of your own records. Do not copy Patients' data out of the App beyond what your professional duties require.
During a Patient's Plan, you read their Messages and reply in the App within a reasonable time.
Do not issue prescriptions, sick notes or referrals through the App.
You allow us to give a Patient who asks your full name, professional address, the body that licensed you and your licence number (section 3).

14.3 Your profile, prices and availability

We set up your profile from the information you give us: your name, photo, specialty and subspecialties, the languages you speak and your bio. You are responsible for that information being true and up to date. Check your profile and tell us at once of any error. You can change your bio and your prices in the App. To change anything else, write to us.
You keep the rights in your photo and your texts. You allow us to show them to Patients in the App while our contract lasts. We store your photo at a public web address so that the App can show it.
We offer your Plans to Patients only in the App.
You set your prices in euros. You must price the opinion plan, and you choose which guidance plans (7, 14 or 28 days) to offer. A price of 0 makes a Plan free. A new price applies only to Plans bought after the change.
The "Taking new patients" switch in the App controls new purchases. When it is off, the App does not list you (section 8) and Patients cannot buy new Plans with you. Plans already bought continue, and you keep serving those Patients.

14.4 Payments, fee and payouts

You authorise us to sell your Plans in your name on the terms in sections 5 and 6, to receive their price, and to receive withdrawals and make refunds on your behalf.
For each paid Plan, we keep a platform fee of 20% of its price, and the rest is yours. The amounts the App shows you are your share. A free Plan earns nothing for you or for us. We change the fee only as section 13 describes.
Once a month, we pay you your share of the paid Plans bought before the 1st of that month that we have not paid yet. We pay by bank transfer through Wise to the bank account you give us. If your bank cannot take a SEPA transfer, Wise sends the payout by SWIFT, and intermediary or receiving banks may take fees from what you receive.
We pay only when the total price of those Plans is more than €50 and we have your bank account details. Otherwise the amount carries over to the next month.
If a Patient gets a refund or reverses a payment, you do not earn your share of the refunded amount. If we have already paid it to you, we deduct it from your next payouts. We bear the whole refund ourselves when it is because of a fault on our side, a change of these Terms, our closing the App, or a suspension of your profile that we later reverse.

14.5 Data you and we can access

You see your Patients' names, their Plans with you and everything they send you. You do not see their email addresses.
You see your Plans, earnings and payouts in the App.
We have access to all data in the App and use it only as our Privacy policy describes. We do not share your Patients' data or your earnings with other Doctors.
While your profile is suspended, you can still read your past Chats, Plans and earnings in the App. When our contract ends, we may end your access to the App. You can ask us for a copy of your earnings and payouts, and of the Chats that your professional rules require you to keep.

14.6 Suspension and ending

We suspend your profile, or end our contract with you, only for one of these reasons:

your licence is suspended, restricted or withdrawn, or we cannot confirm it;
you gave false or misleading information to us or to Patients;
you break these Terms, the law or your professional rules;
your conduct puts Patients' health or safety at risk;
you commit fraud or misuse payments;
a court or authority requires it;
we stop offering the App (for ending only).

While your profile is suspended, you and your Patients cannot reach each other in the App, and we refund your Patients the hours of their Plans that they cannot use (section 6). We tell you the reasons when the suspension takes effect. You can reply to support@x.doctor, and we review the decision. If we reverse it, we restore your profile without delay.

Before we end our contract with you, we give you at least 30 days' notice by email, with the reasons. We end it without notice only if the law requires it, if you have broken these Terms repeatedly, or if we have an urgent reason under the law to end it at once, for example fraud or conduct that puts Patients' health or safety at risk. We still give you the reasons.

You can end our contract at any time by writing to support@x.doctor. Turn off "Taking new patients" first. Your ending takes effect when the last Plan already bought with you ends, unless we agree to an earlier date. If it takes effect earlier, we refund your Patients the hours left in their Plans (section 6).

When our contract ends, your profile ends: Patients can no longer find, write to or call you.

14.7 Your responsibility to us

If someone claims against us because of your opinions, recommendations or advice, or because you broke these Terms or the law, you pay us what we must pay on that claim and our reasonable costs of dealing with it, except to the extent that we caused the damage. Our own liability to you is as section 11 describes.

14.8 Complaints and disputes

Write to support@x.doctor with any complaint about our service to you. We reply within 15 days.
Estonian law applies to our contract with you. Disputes between us and a Doctor are decided by Harju County Court in Tallinn, Estonia.

15. Complaints, disputes and applicable law

Write to support@x.doctor with any complaint about the App, a Plan or a payment. We reply within 15 days.
Complaints about a Doctor's opinions, recommendations or advice are for the Doctor and, if needed, for the professional body that licensed the Doctor. You can also send them to us: we pass them on to the Doctor and tell you which body licensed the Doctor.
If we cannot settle a dispute about the App, payments or refunds, you can apply free of charge to the Consumer Disputes Committee (Tarbijavaidluste komisjon) at the Estonian Consumer Protection and Technical Regulatory Authority, Endla 10A, 10122 Tallinn, Estonia, www.ttja.ee. The Committee does not decide claims about damage to health or about Doctors' opinions, recommendations or advice.
You can always go to court instead.
Estonian law applies to these Terms and to your agreement with us. These Terms do not choose the law of your agreement with the Doctor. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live, and you can bring a claim in the courts there or in Estonia.

16. Final provisions

We publish these Terms in each language of the App, and the App opens them in the language you choose for it. All language versions have the same legal force. If they differ, Patients get the reading that is more favourable to them, and for Doctors the version at https://x.doctor/terms-of-service applies.
If a court finds any part of these Terms invalid, the rest stays in force.
We may transfer our rights and duties under these Terms to another company only if your rights are not reduced. We tell you before it happens.
We send you notices by email, to the address of your account.

17. Contact

Company: x.doctor OÜ, registry code 16536174
Address: Narva mnt 5, 10117 Tallinn, Estonia
Email: support@x.doctor
Phone: +373 60 000 900

Our email address is also our single point of contact for users and for authorities under the EU Digital Services Act. Users can write to us in English, Romanian or Russian. Authorities can write to us in English or Estonian.