Medioguide Patient Guidance Terms and Conditions

1. Service provider and scope

1.1. These Terms and Conditions (“Terms”) apply to the patient information, non-clinical guidance and patient journey coordination services provided by Medioguide International Kft. (“Medioguide”, “we”, “us” or “our”).

1.2. Service provider details:
Medioguide International Kft.
Company registration number: 01 09 456336
Registered seat: Radnóti Miklós utca 41. 4/1., 1137 Budapest, Hungary
Email: info@medioguide.com
Website: www.medioguide.com

1.3. These Terms apply to any individual (“Patient” or “you”) who contacts Medioguide, submits an enquiry, uploads case materials, communicates with us by email, phone, video call, WhatsApp or another messaging channel, or uses our patient journey coordination services.

1.4. These Terms are intended primarily for Patients in the United Kingdom and the European Economic Area who are considering dental treatment with partner clinics in Hungary or elsewhere in Europe.

1.5. By using our services, submitting an enquiry, accepting these Terms online, or asking us to continue coordinating your case, you agree to these Terms. Where we ask for consent to process or share health-related information, that consent is requested separately from acceptance of these Terms, although it may be collected in the same online or electronic process.

2. Key points you should understand before using Medioguide

Please read these key points carefully. They are not a substitute for the full Terms, but they highlight the most important limitations of our role.

• Medioguide is not a dental clinic, healthcare provider or emergency medical service.
• We do not provide diagnosis, medical advice, dental advice, treatment planning, clinical decisions or treatment.
• Clinical assessment, diagnosis, treatment planning, final pricing, informed consent, treatment, guarantees, aftercare and clinical complaints are the responsibility of the relevant partner clinic or healthcare professional.
• Remote quotes or estimates based on photographs, X-rays, CBCT scans, videos or documents are preliminary only and may change after clinical examination.
• Our patient-side coordination service is generally free of charge to the Patient. Medioguide may receive a referral, marketing, patient acquisition or coordination fee from a partner clinic if you receive treatment there.
• We may share health-related information with partner clinics only where this is lawful and, where required, you have given explicit consent.
• If you have urgent pain, bleeding, swelling, infection, fever, breathing difficulty, swallowing difficulty or another urgent symptom, you must seek local urgent medical or dental care and should not wait for Medioguide to respond.

3. Definitions

In these Terms:

• “Partner Clinic” means an independent dental, oral surgery, implantology, diagnostic or other healthcare provider that may receive Patient enquiries or case materials through Medioguide.
• “Local Partner Clinic” means a healthcare provider in or near the Patient’s country of residence, including the United Kingdom, which may provide CBCT, preliminary examination, check-up, aftercare or related services.
• “Patient Journey Coordination” means non-clinical administrative, informational and communication support between the Patient and a Partner Clinic, including document transfer, enquiry preparation, appointment coordination and communication support.
• “Preliminary Quote” means an indicative treatment, price or time estimate based on information or documents provided remotely. It is not a final diagnosis, treatment plan or final price.
• “Health-related Information” means information about your health, dental condition, treatment needs, symptoms, medication, allergies, X-rays, CBCT scans, photographs, treatment history or other case materials that may reveal health information.
• “Clinical Complaint” means a complaint about clinical assessment, treatment, treatment outcome, complications, aftercare, guarantee, refund, compensation or an alleged professional error.

4. What Medioguide does

4.1. Medioguide may provide non-clinical patient information, administrative and coordination support, including:

• initial contact and general information;
• collecting your enquiry, preferences and administrative needs;
• requesting photographs, X-rays, CBCT scans, reports and other case materials where relevant;
• forwarding documents to the Partner Clinic or Partner Clinics discussed with you, where lawful and where you have given the necessary consent;
• preparing administrative requests for preliminary quotes;
• introducing Partner Clinics within Medioguide’s partner network;
• helping with appointment coordination;
• providing general information about travel, accommodation or transfer options;
• supporting communication between you and the Partner Clinic;
• receiving and forwarding complaints to the relevant Partner Clinic;
• supporting communication about aftercare, without providing clinical aftercare.

4.2. Medioguide is not required to present every dental provider available in Hungary or elsewhere. We support Patients within our own partner network, selection criteria, business relationships and operational capabilities.

5. What Medioguide does not do

5.1. Medioguide does not:

• provide medical, dental, oral surgery or emergency advice;
• diagnose any condition;
• determine treatment necessity;
• prepare or approve treatment plans;
• assess clinical suitability for treatment;
• make “fit to fly” or travel-health decisions;
• choose a clinic for you in a binding way;
• override or review a Partner Clinic’s clinical decision;
• guarantee treatment success, pain-free treatment, aesthetic outcome, durability or recovery;
• decide clinical complaints, refunds, compensation or guarantee claims;
• replace personal or clinical dental examination.

5.2. Any administrative pre-screening, document organisation, case categorisation or information forwarding by Medioguide is for coordination purposes only. It is not diagnosis, triage, clinical decision support or medical device software functionality.

6. Partner Clinics and clinical responsibility

6.1. Partner Clinics are independent healthcare providers. They operate under their own licences, professional obligations, insurance arrangements, internal policies and applicable laws.

6.2. If you decide to receive treatment from a Partner Clinic, a separate clinical and contractual relationship is formed between you and that Partner Clinic. Medioguide is not a party to that clinical treatment relationship unless a separate document expressly states otherwise.

6.3. The Partner Clinic is solely responsible for:

• diagnosis and clinical assessment;
• treatment planning and clinical decisions;
• prices, payment terms, deposits, cancellation rules and refund policy;
• explaining treatment risks and alternatives;
• informed consent and patient rights information;
• maintaining clinical records;
• performing treatment and clinical aftercare;
• guarantee terms;
• handling clinical complaints, refund requests, compensation claims or alleged professional errors.

6.4. You should read and understand the Partner Clinic’s own treatment plan, consent documents, price information, guarantee terms, cancellation rules, privacy notice and patient information before accepting treatment.

7. Preliminary quotes, remote assessment and later changes

7.1. You understand that any quotes, price estimates, treatment estimates or time estimates based on photographs, X-rays, CBCT scans, reports, videos or other documents are preliminary only. Medioguide’s objective is that, before you travel or decide on treatment, you receive the most realistic, transparent and clinically explainable preliminary estimate possible.

7.2. For this purpose, Medioguide aims to work with Partner Clinics that use their professional experience and the documents available to provide good-faith, realistic and explainable treatment and price estimates, and that do not apply unjustified or previously undisclosed on-site price changes.

7.3. To represent Patient experience and maintain the quality of its partner network, Medioguide may monitor and evaluate how often, to what extent and for what clinical reasons Partner Clinics change preliminary estimates during actual treatment. This may form part of Medioguide’s partner selection, partner review and quality assurance criteria.

7.4. Final diagnosis, final treatment plan and final price can only be provided by the Partner Clinic or the treating healthcare professional after appropriate clinical examination.

7.5. After personal or clinical examination, the following may change:

• diagnosis;
• the number of treatment steps;
• the type of procedures;
• materials used;
• total price;
• treatment duration;
• number of visits;
• guarantee terms;
• treatment risk;
• aftercare requirements.

7.6. You must provide accurate, complete and up-to-date information about your health, symptoms, medication, allergies, pregnancy, smoking, anticoagulants, previous dental or oral surgery treatment and any other circumstance relevant to your treatment.

8. Fees, clinic commission and paid add-on services

8.1. Medioguide’s patient-side journey coordination service is generally free of charge to the Patient.

8.2. You normally pay dental or healthcare treatment fees directly to the selected Partner Clinic under that clinic’s own payment terms.

8.3. Medioguide may receive a referral, marketing, patient acquisition, coordination or similar fee or commission from the Partner Clinic if you receive treatment at that clinic.

8.4. The fee or commission described above does not make Medioguide a healthcare provider and does not change the Partner Clinic’s responsibility for diagnosis, treatment planning, treatment, pricing, guarantees and clinical complaints.

8.5. Medioguide aims to present relevant and appropriately described Partner Clinic options, but your final decision whether to proceed with any clinic or treatment is yours.

8.6. Medioguide does not claim to present every dental provider available in Hungary or elsewhere, and does not claim that any Partner Clinic is objectively the best or only suitable choice for every Patient.

8.7. If Medioguide offers any paid add-on service to a Patient in the future, Medioguide will inform the Patient separately, in advance and in clear language about the content, price, performance terms, cancellation rights and refund terms of that service before the Patient orders it.

9. Patient responsibilities

9.1. You must provide accurate, complete and up-to-date personal, contact and health-related information to Medioguide and to the Partner Clinic.

9.2. You are responsible for:

• providing accurate identity and contact details;
• sharing relevant health-related documents available to you;
• informing the Partner Clinic of previous illnesses, medication, allergies, earlier treatments and other relevant circumstances;
• following clinical instructions given by the Partner Clinic;
• attending appointments or cancelling them in time under the Partner Clinic’s rules;
• understanding the Partner Clinic’s payment, deposit, cancellation and refund terms;
• assessing travel, insurance and health-related risks;
• arranging your passport, identity documents, visa, travel documents and entry requirements;
• obtaining local urgent medical or dental care in case of urgent symptoms.

9.3. Inaccurate, incomplete or misleading information may affect preliminary quotes, treatment planning, treatment safety, guarantee rights and complaint handling.

10. Data protection and health-related information

10.1. Medioguide and the Partner Clinic generally act as independent data controllers. Medioguide is responsible for data processing related to patient journey coordination. The Partner Clinic is responsible for its own clinical data processing and healthcare records.

10.2. Health-related Information is special category data. Medioguide processes it only as described in our Privacy Policy and only where we have an appropriate legal basis and, where required, a separate special category condition such as explicit consent.

10.3. Medioguide may process your personal data and Health-related Information for purposes such as responding to enquiries, understanding your patient journey needs, preparing requests for preliminary quotes, document transfer, patient journey coordination, appointment coordination, communication, forwarding complaints, establishing, exercising or defending legal claims, keeping evidence of the patient journey, and supporting the minimum necessary business settlement between Medioguide and Partner Clinics. Medioguide does not use Health-related Information to make clinical decisions, diagnose or prepare treatment plans.

10.4. You may give explicit consent, through a separate statement that may be collected in the same online or electronic process as acceptance of these Terms, for Medioguide to process and share Health-related Information with the Partner Clinic or Partner Clinics discussed with you orally, in writing or electronically, for preliminary quote requests, case assessment by those clinics, treatment planning by those clinics, patient journey coordination and communication.

10.5. The consent described in clause 10.4 may cover the Partner Clinic or Partner Clinics discussed with you. Medioguide does not need to obtain a new separate consent before every individual document transfer, provided the purpose, recipient or category of recipients is known to you in advance or is reasonably identifiable from the discussion, and Medioguide can keep a record of the fact, content and time of the consent.

10.6. Medioguide may record the fact, date, recipient and purpose of Health-related Information sharing in its internal systems or another traceable way. You may ask Medioguide to inform you which Partner Clinics received your Health-related Information.

10.7. You may tell Medioguide if you do not want your Health-related Information to be shared with a particular Partner Clinic. If Medioguide requests preliminary quotes from multiple Partner Clinics, we will inform you in advance and sharing will be limited to the scope discussed with you.

10.8. Medioguide applies data minimisation and only requests and processes data that is reasonably necessary for patient journey coordination, quote requests, communication, complaint forwarding, legal claims, evidence or related lawful purposes.

10.9. Medioguide applies appropriate technical and organisational measures to protect personal data, including Health-related Information.

10.10. You have data protection rights under applicable law, including rights of access, correction, deletion, restriction, objection, data portability and withdrawal of consent. Withdrawal of consent does not affect processing carried out before withdrawal.

10.11. A deletion request or withdrawal of consent does not affect data that Medioguide is legally entitled or required to keep for legal claims, accounting, evidence, compliance or other lawful purposes.

10.12. Medioguide’s Privacy Policy provides more detailed information about personal data processing. These Terms do not replace the Privacy Policy.

11. Health-related documents

11.1. With your consent, Medioguide may request and forward documents such as:

• photographs of teeth, smile or mouth;
• panoramic X-rays;
• CBCT scans;
• dental or oral surgery reports;
• previous treatment plans;
• discharge letters or clinical summaries;
• medication lists;
• allergy information;
• health history provided by you.

11.2. Document transfer is limited to purposes such as preliminary quote requests, case assessment by Partner Clinics, patient journey coordination, communication and related administration.

11.3. Medioguide is not required and is not qualified to clinically verify whether the documents you provide are complete, diagnostically suitable or clinically sufficient.

11.4. If a document is obviously incomplete, unreadable, technically corrupted or appears not to belong to you, Medioguide may ask for clarification, a replacement or additional material.

11.5. Medioguide may suspend or refuse document sharing if consent is unclear, data protection conditions are not clear, or the lawfulness of sharing is uncertain.

12. Travel, accommodation, transfer and insurance

12.1. Medioguide may provide general information or administrative support in relation to travel, accommodation or transfer options.

12.2. Medioguide is not a travel organiser, travel agency or insurance intermediary and does not sell package travel, unless we expressly agree otherwise in a separate document.

12.3. Flights, accommodation, transfers, insurance, visas, entry requirements, local transport, accompanying persons and related travel risks are generally your responsibility.

12.4. You should consider obtaining appropriate travel insurance, health insurance or special insurance that takes into account planned dental or healthcare treatment abroad.

12.5. Standard travel insurance may not cover complications, aftercare, changes to return travel or additional costs connected with planned private treatment abroad.

12.6. Before treatment, you should consider whether you could stay longer in Hungary or return to the treating Partner Clinic if complications, check-ups or guarantee issues arise.

12.7. If Medioguide ever offers combined treatment, flight, accommodation or transfer packages, or collects payment for them, separate legal, consumer, travel, payment, tax and liability review will be required.

13. Local CBCT, local providers and aftercare

13.1. A Partner Clinic may ask you to obtain CBCT, X-rays, a preliminary examination or other tests in your country of residence to support preliminary quote preparation or treatment planning.

13.2. If a Local Partner Clinic or another local provider performs examination, CBCT, check-up or aftercare, that provider acts as an independent healthcare provider.

13.3. Medioguide is not responsible for the diagnostic, clinical or professional services of any Local Partner Clinic or other local provider.

13.4. Fees, invoicing, refund, complaints and liability for local CBCT, examination or aftercare are governed by the relevant local provider’s own terms, unless otherwise agreed in writing.

13.5. Local CBCT or preliminary examination does not necessarily replace the Partner Clinic’s personal examination in Hungary and does not guarantee that a remote preliminary quote will remain unchanged.

13.6. The exact scope, fee, duration, professional content and responsibility for local aftercare should be clarified in advance with the relevant provider.

14. Complications, guarantees and complaints

14.1. When considering dental or oral surgery treatment abroad, it is particularly important to clarify aftercare, check-ups, complications and guarantee terms in advance.

14.2. The professional content, place, timing, necessity and fee of aftercare are determined by the Partner Clinic or relevant healthcare provider.

14.3. Medioguide may support communication and coordination relating to aftercare, but does not itself provide aftercare, check-ups, follow-up treatment or clinical care.

14.4. In case of complications, severe pain, bleeding, infection, swelling, fever, wound healing issues or other health symptoms, you must seek appropriate medical or dental care without delay.

14.5. The Partner Clinic’s guarantee terms determine how, when, where and under what conditions any guarantee claim may be made.

14.6. Guarantee or aftercare issues may require return travel to Hungary. The costs and conditions of such return travel are determined by the Partner Clinic’s terms or by a separate agreement, not automatically by Medioguide.

14.7. Medioguide does not guarantee that the healthcare system or a local dentist in your country of residence, including the United Kingdom, will take over aftercare or guarantee treatment for private treatment received abroad.

14.8. Medioguide may receive your complaint and forward it to the relevant Partner Clinic. Medioguide may help with communication, but clinical complaints, refund requests, guarantee claims, compensation claims and professional error allegations are decided by the Partner Clinic or the competent authority or professional forum.

15. Marketing, testimonials, references and pricing information

15.1. Medioguide aims to provide accurate, current, non-misleading and balanced information on its website, in advertisements, emails, patient materials and other communications.

15.2. Partner Clinics are primarily responsible for the accuracy of clinical, pricing, guarantee, reference or marketing information they provide or publish.

15.3. Medioguide does not guarantee that every item of Partner Clinic information is fully up to date at all times, especially if the Partner Clinic changes information without notifying Medioguide.

15.4. Before-and-after images, case studies, testimonials, reviews and references may show real clinical cases, but are for information only and do not guarantee the same or typical results for every Patient.

15.5. Medioguide will not falsely state or suggest that a reference relates specifically to a Patient referred by Medioguide if this is not true.

15.6. Medioguide communications must not state or imply that a treatment is risk-free, guaranteed to succeed, suitable for every Patient, or can be finally assessed without clinical examination.

15.7. Pricing communications should indicate whether a price is preliminary, what it includes, what it does not include, what additional costs may arise, and when it may change.

15.8. Medioguide may use your name, image, testimonial, review, before-and-after material, case story or other identifiable marketing material only where there is an appropriate legal basis and, where required, your separate consent.

16. Digital tools, AI and automated decisions

16.1. Medioguide does not provide medical device software, diagnostic software, AI-based clinical decision support, symptom checking, risk scoring, image analysis or medical triage under these Terms.

16.2. Any CRM, online form, questionnaire, document organisation or administrative categorisation used by Medioguide is for organisational, administrative and communication purposes only and is not a healthcare decision.

16.3. If Medioguide later introduces AI-based pre-screening, image analysis, treatment recommendation generation, implant suitability estimation, symptom checking, automated triage or clinical decision support, separate legal, data protection, medical device, product liability and clinical validation review will be required.

16.4. Medioguide does not use personal data to make decisions based solely on automated processing that produce legal or similarly significant effects on you.

17. Electronic communication and acceptance

17.1. We may communicate with you by email, phone, WhatsApp or another messaging application, online form, video call or other electronic communication channel.

17.2. Operational communication relating to your enquiry, document transfer, appointment coordination, Partner Clinic communication, complaint forwarding or aftercare coordination is part of the patient journey coordination service and is not treated as standalone marketing communication.

17.3. You understand that electronic communication and document transfer may involve Health-related Information. You should use secure communication channels and an email address or device under your control.

17.4. You may accept these Terms by online checkbox, electronic form, email confirmation, electronic signature, signed copy or another provable electronic method.

17.5. Medioguide may record the time, IP address, email confirmation, checkbox statement, accepted version of these Terms and other traceable acceptance data for evidence purposes, as described in the Privacy Policy.

18. Cancellation, ending coordination and paid services

18.1. Medioguide’s patient-side coordination service is generally provided free of charge to Patients under these Terms.

18.2. You may tell Medioguide at any time that you no longer wish to receive Medioguide’s coordination support.

18.3. Because you generally do not pay Medioguide a fee under these Terms, refund issues against Medioguide do not normally arise.

18.4. Ending Medioguide’s coordination support does not automatically end any contract, appointment, deposit, payment obligation or treatment process you may have with a Partner Clinic.

18.5. If Medioguide offers any paid add-on service in the future, Medioguide will inform you separately, in advance and in clear language about the service content, price, performance terms, cancellation rights and refund terms before you order that service.

19. Liability

19.1. Medioguide is responsible only for its own proven breach of these Terms or unlawful conduct in connection with its own patient journey coordination activities, within the limits of applicable law.

19.2. Medioguide is not responsible for:

• Partner Clinic diagnosis, treatment planning or clinical decisions;
• performance, outcome or non-outcome of treatment;
• complications, side effects or deterioration of health, unless caused by Medioguide’s own unlawful conduct;
• Partner Clinic pricing, payment terms, cancellation rules, refund policy or guarantee terms;
• professional services of any Local Partner Clinic or local provider;
• consequences of inaccurate, incomplete or misleading information provided by you;
• flight, accommodation, insurance, visa, entry, transfer or travel problems, unless caused by Medioguide’s proven fault;
• contracts or terms you independently accept with third parties.

19.3. Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including liability for intentional wrongdoing, or liability for death, personal injury or damage to health where such limitation is not permitted by law.

19.4. These liability provisions are intended to clarify the boundary between Medioguide’s non-clinical role and the Partner Clinic’s clinical role, not to unfairly restrict mandatory consumer rights.

20. Governing law, consumer rights and disputes

20.1. These Terms are governed primarily by Hungarian law.

20.2. The choice of Hungarian law does not mean that you lose any mandatory consumer protection rights that apply to you under the law of your country of residence or habitual residence and cannot be excluded by contract.

20.3. The parties will first try to resolve disputes amicably through communication.

20.4. If a dispute cannot be resolved amicably, either party may apply to the court or authority that has jurisdiction under applicable law. In a consumer relationship, jurisdiction and venue rules must be interpreted with regard to mandatory consumer protection rules applicable to the consumer.

20.5. These Terms do not require you to waive rights that you cannot legally waive as a consumer.

21. Language, changes and contact

21.1. These Terms are provided in English for Patients who use Medioguide’s services in English. A Hungarian internal or reference version may also exist. The version accepted by the Patient in the online or electronic process is the version applicable to that Patient.

21.2. Medioguide may update these Terms from time to time. The latest version will be available on our website. If changes materially affect your rights or an active patient journey, we may notify you by email or another appropriate method.

21.3. If any provision of these Terms is invalid or unenforceable, the remaining provisions remain valid.

21.4. For questions about these Terms or Medioguide’s services, please contact us at info@medioguide.com.