1. DEFINITIONS

1.1. Authorization

Authorization is the process by which a Platform User logs into the Platform using their User Profile username and password. Upon successful authorization, the Platform User conducts all subsequent activities within the Platform as an authenticated individual, acting in their own name through their User Profile.

1.2. Medical Institution

A Medical Institution is any entity registered in the Register of Medical Institutions of the Republic of Latvia (https://registri.vi.gov.lv/air), which complies with the mandatory requirements for medical institutions and their structural units as stipulated by the laws and regulations of the Republic of Latvia. It provides healthcare services, including online medical consultations.

1.3. Medical Practitioner

A Medical Practitioner is any individual registered in the Register of Medical Practitioners of the Republic of Latvia (https://registri.vi.gov.lv/apd), who meets the mandatory requirements set forth in the laws and regulations of the Republic of Latvia for medical professionals and holds the appropriate certification to provide medical services to Patients either independently or on behalf of a Medical Institution.

1.4. Doctor and/or Therapist

A Doctor and/or Therapist is a Medical Practitioner who has registered on the Platform and provides Services to Patients in cooperation with Medline365. The Doctor and/or Therapist operates based on a collaboration agreement, with the specific format of cooperation determined by the contractual arrangement between the Doctor and/or Therapist and Medline365.

1.5. User Profile

A User Profile is a personal workspace on the Platform that contains information necessary for the respective user to utilize the Platform in accordance with the objectives outlined in these Terms.

1.6. Medline365

Medline365 is a brand which belongs to Live Med Tech SIA, a limited liability company (registration No. 40203618337, registered address: Raunas Iela 58 k-1 – 18, Rīga, LV-1039. Live Med Tech is responsible for organizing and managing the operation of the Platform through which Patients receive online psychology services.

1.7. Patient

A Patient is any legally competent individual who:

• 1.7.1. Has reached the age of 14 and is registered on the Platform.
• 1.7.2. Has not yet reached the age of 14 and attends a Therapist appointment accompanied by an adult registered on the Platform, under one of the following conditions:
  • 1.7.2.1. The accompanying adult is one of the child’s parents, and the following documents are presented at the beginning of the appointment (or submitted beforehand):
    1. The child’s birth certificate, indicating the parent’s name, along with the parent’s passport or identification card; or
    2. The child’s passport or identification card, along with the parent’s passport containing a record of the child.
  • 1.7.2.2. The accompanying adult is another individual (such as a sibling, grandparent, or other relatives), and the following documents are presented at the beginning of the appointment (or submitted beforehand):
    1. A notarized power of attorney authorizing representation of the child’s legal rights and interests, along with the accompanying adult’s passport or identification card.

1.8. Service Provider

The Service Provider is Medline365, which, as a medical institution, is an IT service provider for a Therapist or another Medical Institution under a cooperation agreement, the actual provision of Services is carried out by the Doctor and/or Therapist selected by the Patient.

Here is the professionally translated version of the provided medical service document:

1.9. Service

A service refers to a medical or therapy consultation provided remotely by the Service Provider via the Medline365 Platform.

1.10. Platform

The Platform refers to the online website https://medline365.com, where Doctors, Therapists and Patients, upon registering as Platform Users, can provide and receive online consultations in accordance with these Terms. It also includes mobile applications specified on the website.

1.11. Platform Usage Agreement (hereinafter referred to as the “Agreement”)

The Agreement is a remote contract between Medline365 and the Platform User, outlining the terms for using the Platform and the User Profile. This Agreement is concluded between Medline365 and the Platform User in accordance with the Platform’s Terms of Use.

1.12. Platform Terms of Use (hereinafter referred to as the “Terms”)

The Terms consist of the provisions of the Medline365 Platform Usage Agreement, as well as any additional agreements concluded between Medline365 and the Platform User. These also include any other regulations published on the Platform, which are binding for all Platform Users.

1.13. Platform User Identification Number

A unique number will be assigned by Medline365, required for the ongoing identification of the Platform User.

1.14. Platform User

A Platform User is either a Patient or a Doctor/Therapist who has registered and authenticated their identity on the Platform.

1.15. Registration Application

A Registration Application is an online form completed by an individual on the Platform to register as a Platform User.

2. SERVICES PROVIDED BY Medline365

2.1. Medline365 operates as a Platform

Medline365 functions as a digital healthcare platform that provides health care services through the online website https://medline365.com.

2.2. The range of services includes consultations with specialists in the following medical fields:

• Occupational Therapist
• Physiotherapist
• Doctor of Psychiatry

2.3. Provision of medical services

Medical services are provided by licensed Medical Practitioners and registered medical institutions that offer healthcare services to Patients on behalf of Medline365, based on a cooperation agreement with Medline365.

3. PLATFORM USAGE

3.1. Registration Process

To register on the Platform and create a User Profile, the Platform User must complete a Registration Application, in which they confirm their acceptance of this Agreement and these Terms.

3.2. Account Creation

Upon receiving the Platform User’s Registration Application and if Medline365 approves the registration, a User Profile is created on the Platform, and a Platform User Identification Number is assigned.

3.3. Accessing Services as a Patient

To receive Services, the Patient must complete the registration form and create their User Profile, confirming their agreement to these Terms of Use.

3.4. Providing Services as a Doctor and/or Therapist

To provide Services, the Doctor or the Therapist, must complete the registration form and create their User Profile, where they undergo a secure authentication process and confirm their agreement to these Terms.

3.5. One Account Per User

A User may register and use only one User Profile.

3.6. Accuracy of Medical Information

The User agrees to provide complete, accurate, and up-to-date medical information. The User acknowledges that any medical opinion provided via the Platform is based on the information submitted and that incomplete or inaccurate information may impact the accuracy of the medical assessment.

3.7. Support and Inquiry Response

Platform Users can address any uncertainties or questions to Medline365 by sending an inquiry via email to info@medline365.com. Responses are provided within five (5) business days.

4. REMOTE CONSULTATIONS

4.1. Pre-consultation Information Submission

Patients are encouraged to submit as much detailed and complete information about their health condition as possible before the consultation via the Platform. This allows the Doctor and/or Therapist to assess whether a remote consultation is feasible. If, based on their professional knowledge and expertise, the Doctor and/or Therapist determines that a remote consultation is not possible, the consultation will be canceled, and both the Patient and Medline365 will be informed.

4.2. Limitations of Remote Consultations

Medline365 informs, and the Patient acknowledges, that during remote consultations, there may be cases where the Doctor and/or Therapist, based on their experience and professional expertise, may find it challenging to objectively assess the Patient’s health condition. In such cases, the Patient agrees not to raise claims, and Medline365 reserves the right not to refund the Service fee, taking into account the costs associated with the booking and the time allocated by the Doctor and/or the Therapist.

4.3. Purpose of Remote Consultations

The primary objective of the Platform in providing remote consultations is to enable Patients to receive online medical consultations—remote treatment, examinations, diagnostics, or second opinions—without requiring a physical visit, provided the specific issue can be addressed remotely.

4.4. Supplementary Nature of Remote Services

The remote services provided by Medline365 are intended to supplement, rather than replace, the Patient’s relationship with their existing primary care physician. The Patient acknowledges that physical examinations may be incomplete in a remote consultation setting. Medline365 does not provide emergency medical services.

5. SERVICE PAYMENT

5.1. Free Platform Registration

Creating a User Profile and accessing the Platform is free of charge.

5.2. Service Fees

The Patient is required to pay the Service Provider a consultation fee determined by Medline365 per consultation. The Service fee is listed within the Platform under each consultation description.

5.3. Payment Process

The Patient must complete the payment for the selected Therapist and/or Doctor’s consultation in accordance with these Terms before receiving the Service.

5.4. Payment Processing via the Platform

The Patient must always make payments via the Platform. If Medline365 is not the actual Service Provider in a particular case, Medline365 will transfer the payment to the respective Service Provider.

5.5. Non-Payment Consequences

If the Service fee is not paid, the Patient will not be able to complete the booking process for the selected Therapist and/or Doctor, and the Service will not be provided.

5.6. Right to Cancel Services

The Patient has the right to cancel any Service in accordance with section 6.1 of these Terms.

5.7. Refund Policy for Canceled Services

If the Patient exercises their right to cancel a Service, the fee paid for the respective Service will be refunded to the Platform User within ten (10) business days.

5.8. Late Cancellation & No-Show Policy

If the Patient cancels a Service less than 24 hours before the scheduled consultation time or does not attend the appointment for any reason, they will not be exempt from the obligation to pay for the Service. Given Medline365’s costs associated with the reservation and the Doctor’s and/or Therapist’s allocated time, the fee for the unused Service will not be refunded and cannot be used as credit for other Services.

6. RIGHT OF WITHDRAWAL

6.1. Cancellation Within 24 Hours Before Consultation

If the Patient schedules a consultation with a Doctor and/or Therapist at least 24 hours in advance, they have the right to withdraw from the service agreement within 14 calendar days from the date of payment, but no later than 24 hours before the scheduled consultation. In this case, the withdrawal form specified in section 6.3 must be completed and submitted.

6.2. Late Cancellations Are Non-Refundable

If less than 24 hours remain before the consultation, the Patient cannot exercise the right of withdrawal, and the paid fee will not be refunded. By accepting these Terms, the Patient expressly waives their right to withdraw within the last 24 hours before the consultation.

6.3. Withdrawal Form

The withdrawal form is available at: https://www.ptac.gov.lv/sites/default/files/docs/ATT_veidlapa_pakalpojumi.pdf.

6.4. Refund Processing

If the Patient exercises their right to withdraw, Medline365 is obligated to issue a refund as soon as possible, but no later than 14 calendar days from the date the Patient submits a written withdrawal request. This request must be sent to Medline365’s legal address or submitted electronically with a secure digital signature to info@medline365.com. The refund will be transferred to the bank account specified in the withdrawal form.

7. RIGHTS AND RESPONSIBILITIES OF PLATFORM USERS

7.1. Obligations of Platform Users

Platform Users are responsible for and obligated to:

• 7.1.1. Use the Platform exclusively for the activities specified in these Terms and the Agreement.
• 7.1.2. Provide Medline365 with any necessary information or documentation promptly upon request to ensure the provision of Services.
• 7.1.3. Maintain the confidentiality of any information related to this Agreement that may affect Medline365, the Patient, or the Doctor and/or Therapist, except when it concerns their own interests.
• 7.1.4. Keep their Platform authentication credentials—username and password—secure. In case of forgetting, losing, or compromising login credentials, the Platform User must request a new password, which will be sent to the registered email address.
• 7.1.5. Log out of their User Profile after each session to prevent unauthorized access.
• 7.1.6. Keep their personal information in their User Profile up to date.
• 7.1.7. Notify Medline365 immediately if they suspect unauthorized access to their User Profile or experience any technical malfunctions on the Platform.

7.2. Responsibilities of Doctors and/or Therapists Using the Platform

Doctors and/or Therapists using the Platform must also comply with the Medical Law, the Patient Rights Law, and general ethical standards.

7.3. Prohibited Actions by Platform Users

Platform Users are strictly prohibited from:

• 7.3.1. Recording audio/video or taking photos of a consultation without the other party’s (Doctor and/or Therapist) consent. Any unauthorized recording is considered a violation of privacy rights and data protection laws.
• 7.3.2. Sharing their User Profile or authentication credentials (username and password) with another person.
• 7.3.3. Leaving their computer unattended while logged into their User Profile.
• 7.3.4. Registering on the Platform using another person’s data.
• 7.3.5. Granting third parties the right to use the Platform.
• 7.3.6. Interfering with the Platform’s software functionality or engaging in activities that compromise the Platform’s security, stability, or performance.
• 7.3.7. Creating derivative works from the Platform’s graphical elements, text, program code, images, or other components.
• 7.3.8. Engaging in offensive, abusive, or illegal activities or using inappropriate language within the Platform.
• 7.3.9. Assisting or supporting third parties in performing any of the prohibited actions listed above.

7.4. Medical Consultation Limitations

The Patient acknowledges and accepts that if, during the provision of a Service, the Doctor and/or Therapist, based on their professional experience and expertise, determines that an in-person consultation is necessary, the Patient shall not raise objections.

7.5. Intellectual Property Rights of Medical Reports

All opinions and reports provided through the Medline365 Platform are the intellectual property of Medline365 and may not be used for any purposes other than the User’s personal medical care without Medline365’s explicit written consent.

7.6. Software Usage and Restrictions

All copyrights related to the software belong to Medline365. The Platform User is not authorized to make any modifications to the software. In accordance with these Terms, Medline365 grants the Platform User limited, non-exclusive, and non-transferable rights to access and use the Platform solely for the purposes specified in these Terms. Any unauthorized use or distribution of Platform data will result in the immediate revocation of these limited rights.

7.7. Account Suspension or Termination

Failure to comply with these Terms may result in the temporary or permanent suspension of the User Profile. If an account is suspended, an email notification will be sent to the Platform User’s registered email address.

7.8. Legal Consequences of Violations

Non-compliance with these Terms and/or obtaining access to Platform usage rights by using another Patient’s credentials or passwords may be considered deliberate damage to the Platform. Under the applicable laws and regulations of the Republic of Latvia, such actions may be classified as illegal and could be subject to criminal prosecution.

7.9. Account Recovery

Platform Users may restore access to their accounts by contacting customer support via email at info@medline365.com.

8. Medline365 RIGHTS AND RESPONSIBILITIES

8.1. Responsibilities of Medline365

Medline365 is responsible for ensuring the continuous operation of the Platform, except in cases where Platform functionality is disrupted due to external circumstances beyond Medline365’s control.

8.2. Rights of Medline365

Medline365 reserves the right to:

• 8.2.1. Contact the Platform User at any time for identification and authentication purposes and request additional identification or authentication documents, as well as other necessary information to verify the Platform User’s identity or confirm the details provided.
• 8.2.2. Request additional information and documentation from Platform Users as necessary to conduct user verification in accordance with Medline365’s policies and procedures.
• 8.2.3. Unilaterally change or cancel a scheduled Service (consultation) if the selected Doctor and/or Therapist is unable to provide the consultation at the scheduled time due to objective reasons, such as illness. In such cases, Medline365 will either contact the Patient to reschedule the consultation at a mutually acceptable time or issue a refund for the canceled consultation.
• 8.2.4. Unilaterally modify the Platform User’s identification and authentication procedures, as well as establish additional requirements for Platform Users.
• 8.2.5. Modify the Platform’s service provision structure, including changes to the range of Services available to Patients and the information provided, as well as adjustments to the Platform’s functional and visual layout, without prior notice to the Platform User.
• 8.2.6. Make amendments to these Terms at any time, with updates published on https://medline365.com.
• 8.2.7. Decline a Platform User’s registration or suspend their User Profile without providing an explanation.

8.3. Limitations of Medline365’s Liability

Medline365 shall not be held responsible for:

• 8.3.1. Technical malfunctions or failures of the equipment that supports Medline365’s Services, including but not limited to communication disruptions, Platform downtime, or internet connectivity issues.
• 8.3.2. Losses incurred by the Patient, Doctor and/or Therapist in cases where a third party gains unauthorized access to and/or uses the Platform by exploiting the Platform User’s authentication credentials. Additionally, Medline365 shall not be liable for the deletion of a User Profile in accordance with these Terms.
• 8.3.3. A Platform User’s inability to properly use the Platform due to the absence of required technical equipment, software, operating systems, or other necessary infrastructure.

8.4. Dispute Resolution

All disputes arising between Medline365 and a Platform User regarding these Terms shall be resolved through mutual negotiations. If a resolution cannot be reached, disputes shall be settled in accordance with the applicable laws of the Republic of Latvia.

9. AGREEMENT

9.1. Agreement Confirmation

A Registration Application submitted in accordance with these Terms confirms the Platform User’s acceptance of the Agreement and their intention to use the Platform and its available Services under the specified terms.

9.2. Effective Date of Agreement

The Agreement between Medline365 and the Platform User enters into force when the Platform User confirms acceptance of the Platform’s Terms of Use and Medline365 has successfully registered and verified the Platform User.

9.3. Availability of Agreement

The latest version of the Agreement and the Platform’s Terms of Use is available on the Platform website and/or within the User Profile.

9.4. Amendments to the Agreement

Medline365 reserves the right to unilaterally modify the Agreement and the Platform’s Terms of Use. Amendments to the Agreement and/or the Terms of Use shall take effect from the moment the updated version is published on the Platform.

9.5. Obligation to Monitor Updates

The Platform User is responsible for independently and regularly monitoring information provided in their User Profile and on the Platform, including updates to the Agreement and the Platform’s Terms of Use.

9.6. Acceptance of Amendments

If the Platform User continues to use the available Services after amendments to the Agreement and/or Terms of Use take effect, they are deemed to have accepted the revised Agreement and/or Terms of Use.

9.7. Access to the Agreement and Transaction History

The Platform User can review the concluded Agreement and all completed and confirmed actions within the Platform via their User Profile.

9.8. Confirmation of Understanding

The Platform User acknowledges that they fully understand the Platform’s Terms of Use and the Agreement, including the rights, obligations, and liabilities arising from them. By accepting these Terms, the Platform User waives any claims against Medline365 on the grounds that these Terms and the Agreement were not negotiated or were unilaterally imposed by Medline365.

10. CONFIDENTIALITY

10.1. Confidentiality of Information

Any information derived from the Agreement and exchanged between the Doctor and/or Therapist, the Patient, and Medline365 within the scope of the Platform’s operation—including, but not limited to, during the provision of Services, before and after consultations—is considered confidential.

10.2. Data Security Measures

Medline365 implements industry-standard security measures to protect the confidentiality of information exchanged through the Platform. However, no method of data transmission over the internet is completely secure, and Medline365 cannot guarantee absolute security.

11. PERSONAL DATA PROCESSING

11.1. Collection of Personal Data

By registering on the Platform, the Platform User acknowledges that Medline365 collects their personal data, including all information provided during registration and any data obtained in relation to the execution of the Agreement.

11.2. Data Processing Consent

By registering on the Platform, the Platform User consents to the processing of their personal data in accordance with Medline365’s Privacy Policy, which is available on the Platform and may be subject to amendments.

12. TERMINATION OF AGREEMENT

12.1. Termination by Medline365

Medline365 reserves the right to immediately terminate this Agreement, deactivate, and delete a Platform User’s Profile without prior notice in the following cases:

• 12.1.1. The Platform User has violated the Agreement or these Terms.
• 12.1.2. The Platform User has provided false or inaccurate information to Medline365.
• 12.1.3. The Platform User fails to provide Medline365 with the necessary information required for identity verification, client due diligence, source of funds verification, or other procedures mandated by Medline365’s policies or applicable legal requirements.
• 12.1.4. The Platform User uses the Platform for illegal purposes.
• 12.1.5. The Platform User provides or receives Services on behalf of another person.
• 12.1.6. Medline365 has reasonable grounds to suspect that the Platform User is involved in money laundering, terrorism financing, or attempts to do so, either directly or through their User Profile. Additionally, termination will occur if the Platform User is subject to national or international sanctions or is associated with a sanctioned individual.
• 12.1.7. Medline365 is legally required to terminate cooperation with the Platform User based on applicable laws or regulatory provisions.

12.2. Account Blocking Due to Security Concerns

Medline365 has the right to block the Platform User’s Profile if an incorrect password is entered five (5) consecutive times.

12.3. Investigation of Suspicious Activity

If Medline365 suspects that a Platform User’s activities on the Platform and/or their User Profile are not being conducted by the registered User, Medline365 may refuse to confirm transactions or block the User Profile. Medline365 reserves the right not to confirm actions within the Platform and User Profile and not to unblock the account until Medline365 has contacted the Platform User and verified their identity.

12.4. Unilateral Termination by Medline365

Medline365 may unilaterally terminate this Agreement by notifying the Platform User at least ten (10) days in advance via the email address registered in the User Profile.

12.5. Termination by the Platform User

The Platform User has the right to unilaterally terminate this Agreement and request the deletion of their User Profile by submitting a written request to Medline365. Medline365 will process the request if the User’s identity can be verified and will notify the User within 30 calendar days regarding the completion of the request.

12.6. Consequences of Termination

Upon termination of the Agreement, the Platform User loses access to their User Profile and the ability to receive new Services. Additionally, if applicable, Medline365 will transfer any remaining balance in the User’s virtual wallet (if such a feature exists) to the User’s bank account after deducting any outstanding payments as per the Agreement and Terms.

13. OTHER TERMS

13.1. Communication Between Medline365 and the Platform User

The Platform User agrees that Medline365 may contact them using the following methods:

• 13.1.1. By sending SMS and/or making phone calls to the mobile number specified in the User Profile.
• 13.1.2. By calling any other phone numbers provided in the User Profile.
• 13.1.3. By sending an email to the address specified in the User Profile. Email correspondence is considered received 24 hours after it has been sent.
• 13.1.4. By sending a standard or registered postal letter to the address provided in the User Profile, or, at Medline365’s discretion, to another known address of the User. Postal correspondence is considered received on the fith day after the Latvian postal service stamp indicates the letter was sent.

13.2. Submission of Official Communications

Any notices, requests, or information related to the Agreement must be sent to Medline365 via:

• Email: info@medline365.com
• Postal Address: Raunas Iela 58 k-1 – 18, Rīga, LV-1039, Latvia
  Postal correspondence is considered received on the fifth (5th) business day after the postal service stamp indicates the letter was sent.

13.3. Applicable Law

All legal relationships arising from the Agreement shall be governed by the laws and regulations of the Republic of Latvia.

13.4. Dispute Resolution

Any disputes arising between the parties in connection with the Agreement shall be resolved in court in accordance with the legal procedures established by the laws of the Republic of Latvia.

13.5. Consent to Communications and Marketing

The Platform User agrees and has no objections to receiving commercial and non-commercial notifications, promotional materials, various updates, and all types of information sent to the mobile phone number and email address specified in their User Profile. The Platform User confirms that they do not object to the method of communication or the possible content of such messages.

13.6. Binding Nature of the Agreement

The terms of the Agreement remain binding on the Platform User for the entire duration of the Agreement until the User Profile is deleted.