Terms of Service

1. Operator

• medassist.cz (the “operator”)
• Company ID (IČO): 07519931
• Registered office: Týnská 1807, 251 68 Kamenice – Těptín, Czech Republic
• Not a VAT payer
• Contact: ahoj@medassist.cz · +420 601 286 445

MedAssist is not a medical facility and does not provide medical advice or treatment. We help people find and arrange suitable healthcare services. Do you have an acute health problem or is a life at risk? Call the emergency medical services at 155.

2. What MedAssist is not

MedAssist is not a healthcare provider or medical facility. MedAssist does not provide diagnosis, treatment or health advice. The MedAssist service consists exclusively of organisational and administrative assistance in finding a suitable healthcare provider and securing an available appointment. The actual healthcare is always provided by the relevant healthcare provider. As an administrative-assistance intermediary, MedAssist is not subject to the law on health services or the law on specific health services.

• MedAssist is not a healthcare provider or medical facility.
• MedAssist does not provide medical examination, diagnosis or treatment.
• MedAssist does not provide health or medical advice.
• MedAssist does not assess the client's health condition or the urgency of their complaints.
• MedAssist does not guarantee that a doctor will accept the patient or that a specific appointment will be available.
• MedAssist only provides an assistance/brokerage service — finding a suitable provider and helping to secure an appointment.
• MedAssist does not replace the emergency medical services or out-of-hours clinics.
• MedAssist is not a health service, emergency medical service or medical transport service.
• MedAssist is not a social-health service under the Social Services Act.
• MedAssist is not a consultation service whose purpose is to assess an individual treatment procedure or to propose its change or supplement.
• MedAssist is not a health service under the law governing transplants or the law governing artificial termination of pregnancy.
• MedAssist is not a specific health service within the meaning of Act No. 373/2011 Coll.
• MedAssist is not a healthcare provider within the meaning of the laws governing health services and is therefore not subject to the law on health services or the law on specific health services.

3. Our services

We offer two groups of services — free forwarding to a partner, and a paid doctor search.

• Home care, home rehabilitation and medical transport — we forward your request to our partner ProCare, who will contact you and arrange the rest. Submitting the request is free of charge.
• Find a doctor — a paid service where we look for an appointment matching the specialty, location, insurance and time you specify.
• “Something else” — a short description of what you need. We look into whether we can help and, if so, propose next steps and pricing.

4. Price, payment and definition of success (Find a doctor)

The fee for finding a doctor's appointment is a one-off 490 CZK. We work on a “pay only if we succeed” basis:

• When you submit the request, we temporarily hold 490 CZK on your card (authorised via Stripe).
• The hold may appear on your statement as a pending / blocked payment — it is a reservation of funds, not a charge.
• The 490 CZK fee is captured only if we actually find you a suitable appointment.
• A suitable appointment is defined as an appointment matching the specialty, location, insurance and time you specified.
• If we do not find a suitable appointment, we release the hold and you pay nothing.
• Any fees charged later by the clinic itself (co-payment, private-pay visit) are collected by the clinic — they are not part of the 490 CZK fee and MedAssist does not collect them.

5. Search period

We normally search for a suitable appointment for 5 days from the moment your card is authorised. If we do not find one within this period, we end the search, release the hold and let you know by email.

• The actual validity of the authorisation follows Stripe's rules. If it expires earlier than 5 days, we end the search earlier and the fee will not be captured.
• We never charge you after the search has ended — capture only happens within a valid authorisation and only when a matching appointment is found.

6. Free forwarding to our partner

For home care, home rehabilitation and medical transport, MedAssist forwards your request and contact details to our partner ProCare. ProCare will then contact you and arrange the rest, including any price for the service itself.

• Submitting the request is free of charge for you.
• We do not guarantee that our partner will accept the request or that you will agree on terms — MedAssist is not the provider of these services.
• Any fees for actually delivering the service are set by our partner and are not part of the request via MedAssist.

7. Contract and withdrawal rights

By submitting a request with active consent to these terms, you enter into a service contract with MedAssist (the paid Find a doctor service being conditional on success). The contractual relationship is not a purchase contract.

• As a consumer you have the right to withdraw from the contract within 14 days without giving a reason (§ 1829 of the Czech Civil Code).
• For the paid Find a doctor service you expressly request that performance of the service (searching for a suitable doctor's appointment) begin before the 14-day withdrawal period expires and expressly acknowledge that, by doing so, your right to withdraw from the contract ceases under § 1837(a) of the Czech Civil Code. You confirm this consent by a separate checkbox during the order process.
• If you want to cancel before we find an appointment, email us at ahoj@medassist.cz — we will end the search and release the hold; nothing is charged.

8. Your obligations

• Provide truthful contact details and information relevant to your request.
• If you submit a request on behalf of another person, you confirm you are entitled to do so.
• Respond in reasonable time to our email or call about a proposed appointment.

9. Complaints

If you are not satisfied with our service, email us at ahoj@medassist.cz. We will handle the complaint within 30 days at the latest.

• In particular, you may complain when a fee was charged but the appointment did not match your request.
• Consumer disputes arising from the service contract may be resolved out of court at the Czech Trade Inspection Authority (www.coi.cz).
• The entity for out-of-court resolution of consumer disputes is the Czech Trade Inspection Authority, with its registered office at Štěpánská 15, 120 00 Prague 2, Company ID: 000 20 397, www.coi.cz, email: posta@coi.cz, phone: +420 296 366 360.
• The European online dispute resolution platform is available at https://ec.europa.eu/consumers/odr.
• If a consumer dispute arises between us and the consumer from the service contract and cannot be resolved by mutual agreement, the consumer may submit a proposal for out-of-court resolution of such a dispute to the designated entity for out-of-court resolution of consumer disputes, which is the Czech Trade Inspection Authority, Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Prague 2, email: adr@coi.gov.cz, website: coi.gov.cz/informace-o-adr/.

10. Personal data

Processing of personal data is described in the separate “Privacy Policy” at /gdpr. Payments are handled by Stripe — MedAssist never sees or stores your card number.

11. Final provisions

• The terms are governed by the law of the Czech Republic.
• The operator may amend these terms; for requests already submitted, the version in force at the time of submission applies.