Terms of Service

1. Introduction

Welcome to Heyzl. These Terms of Service ("Terms") govern your access to and use of our medical tourism platform, including our website, mobile applications, and related services (collectively, the "Platform").

By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree to these Terms, you may not use the Platform.

Heyzl connects patients seeking medical care with verified healthcare providers worldwide, facilitating medical tourism and cross-border healthcare services.

2. Definitions

"Platform"

Refers to Heyzl's website, mobile applications, APIs, and all related services.

"Provider"

Healthcare facilities, physicians, clinics, or medical professionals registered on the Platform who have undergone our verification process.

"Patient"

Individuals seeking medical services through the Platform, including those browsing, booking, or receiving care.

"Employer"

Organizations that partner with Heyzl to offer medical tourism benefits to their employees through our employer portal.

"Partner"

Third-party organizations, affiliates, or referral partners who direct users to the Platform through referral links or co-branded experiences.

"Services"

Medical procedures, consultations, treatments, video consultations, and related healthcare services offered by Providers through the Platform.

"Video Consultation"

A real-time video communication session between a Patient and a Provider conducted through the Platform's integrated video service (powered by Twilio).

"Medical Records"

Health-related documents, images, test results, and other protected health information (PHI) uploaded to or generated within the Platform.

"AI Features"

Artificial intelligence and machine learning tools provided on the Platform, including the AI chatbot, document analysis, medical record summarization, predictive provider matching, treatment recommendations, and price estimation tools.

"Escrow"

Secure payment holding mechanism administered through Stripe Connect that protects both Patients and Providers by holding funds until service completion.

"Savings Calculator"

A tool that provides estimated cost comparisons between domestic and international medical procedures. Estimates are for informational purposes only and are not guaranteed.

3. Account Terms

3.1 Account Creation

To use certain features of the Platform, you must create an account. You agree to:

• Provide accurate, current, and complete information
• Maintain and update your information to keep it accurate
• Maintain the security of your password
• Accept responsibility for all activities under your account
• Notify us immediately of any unauthorized access

3.2 Account Eligibility

You must be at least 18 years old to create an account. By creating an account, you represent that you meet this age requirement.

4. User Conduct

You agree not to:

• Use the Platform for any illegal purpose
• Violate any applicable laws or regulations
• Infringe on intellectual property rights
• Transmit viruses, malware, or harmful code
• Attempt to gain unauthorized access to the Platform
• Interfere with or disrupt the Platform's operation
• Harass, abuse, or harm other users
• Provide false or misleading information

5. Platform Use

Heyzl provides a platform to connect Patients with verified healthcare Providers across 78+ countries. We do not provide medical services directly. All medical services are provided by independent Providers.

5.1 Platform Services

We facilitate:

• Provider discovery, search, and comparison across specialties and destinations
• Provider verification through credential checks (GMC, JCI, NPPES, OIG exclusion screening)
• Identity verification through our partner Persona
• Booking and scheduling services for in-person and video consultations
• Secure payment processing via Stripe Connect with escrow protection
• Encrypted messaging and video consultations between Patients and Providers (via Twilio)
• Medical record upload, storage, and AI-assisted summarization
• Cost savings estimation through our Savings Calculator
• AI-powered provider matching and treatment recommendations
• Partner and employer referral program management

5.2 No Medical Advice

The Platform, including all AI Features, does not provide medical advice, diagnosis, or treatment. Information provided through the Platform (including AI-generated content, savings estimates, and provider recommendations) is for informational purposes only and should not be relied upon as a substitute for professional medical advice. Always consult with a qualified healthcare provider before making medical decisions.

5.3 Geographic Availability

While the Platform connects Patients with Providers in 78+ countries, availability of specific services, providers, and features may vary by location. Some features may be subject to local regulatory requirements and may not be available in all jurisdictions.

6. Provider Terms

6.1 Provider Verification

Providers must undergo our multi-step verification process before listing on the Platform. This includes:

• Identity verification through Persona (government ID + selfie match)
• License verification through NPPES (US providers) or GMC (UK providers)
• Accreditation confirmation (JCI accreditation where applicable)
• OIG exclusion list screening to ensure no federal healthcare program exclusions
• Documentation review of credentials, certifications, and insurance
• Ongoing periodic re-verification to maintain active listing status

While Heyzl takes reasonable steps to verify Provider credentials, we do not guarantee the accuracy or completeness of any Provider's qualifications. Patients should independently verify any Provider's credentials before receiving treatment.

6.2 Provider Responsibilities

Providers are responsible for:

• Maintaining accurate and up-to-date profile information, including specialties, pricing, and availability
• Maintaining valid licenses, accreditations, and insurance in all jurisdictions where they practice
• Providing quality medical services consistent with applicable standards of care
• Complying with all applicable medical regulations, including local healthcare laws
• Obtaining informed consent from Patients prior to any treatment
• Responding to booking requests and messages within a reasonable timeframe
• Maintaining the confidentiality of Patient information in accordance with applicable privacy laws

6.3 Provider Stripe Connect Onboarding

To receive payments through the Platform, Providers must complete Stripe Connect onboarding, which includes identity verification and bank account setup. By completing onboarding, Providers agree to Stripe's Connected Account Agreement. Heyzl is not responsible for delays in payment disbursement caused by Stripe's verification or compliance processes.

6.4 Provider Content

Providers are solely responsible for all content they publish on the Platform, including profile descriptions, procedure listings, pricing, photographs, and certifications. Provider content must be accurate, not misleading, and compliant with applicable advertising regulations for medical services.Heyzl reserves the right to remove or modify Provider content that violates these Terms or applicable law.

6.5 Provider Suspension and Termination

Heyzl may suspend or terminate a Provider's account if:

• Verification or re-verification fails or credentials expire
• The Provider receives repeated negative reviews or patient complaints
• The Provider violates these Terms or applicable law
• The Provider is found on the OIG exclusion list or similar regulatory databases
• The Provider engages in fraudulent or deceptive practices

7. Patient Terms

7.1 Medical Decision Making

Patients are solely responsible for their medical decisions. Heyzl does not provide medical advice, diagnosis, or treatment recommendations. All medical decisions should be made in consultation with qualified healthcare providers. Information provided by the Platform, including AI-generated content, is for informational purposes only.

7.2 Travel and Logistics

Patients are responsible for:

• Travel arrangements and documentation (passports, visas, transit permits)
• Visa requirements for the destination country
• Travel and medical insurance, including coverage for complications
• Accommodation arrangements before, during, and after treatment
• Post-treatment follow-up care arrangements in their home country

7.3 Health Information

Patients may upload medical records and health information to the Platform to share with Providers. By uploading health information, you consent to its storage, processing, and sharing with the specific Providers you select. You are responsible for ensuring the accuracy and completeness of any medical information you provide. We use progressive consent — you will be asked to provide explicit consent before any sensitive health data is collected or shared.

7.4 Reviews and Feedback

Patients may leave reviews and ratings for Providers. Reviews must be honest, based on genuine experiences, and must not contain defamatory, abusive, or misleading content. Heyzl reserves the right to remove reviews that violate these guidelines.

7.5 Employer-Sponsored Patients

If you access the Platform through an Employer-sponsored program, additional terms from your Employer may apply. Your Employer may have visibility into booking status and aggregate usage data, but will not have access to your specific medical records or treatment details unless you explicitly authorize such sharing.

8. Fees and Payment

8.1 Patient Fees

Patients pay the healthcare provider's listed procedure price plus standard payment processing fees (currently 2.9% + $0.30 per transaction). Heyzl does not charge patients additional platform fees for booking services.

8.2 Provider Fees

Healthcare providers are charged a Booking Coordination Fee for each confirmed booking. This fee is fixed based on the procedure category and covers platform services including secure messaging, booking management, escrow protection, and payment processing infrastructure.

Current Booking Coordination Fees by category:

• Dental procedures: $199
• Cosmetic surgery: $299
• General surgery: $299
• Vision procedures: $249
• Bariatric procedures: $349
• Fertility treatments: $399
• Orthopedic procedures: $399
• Cardiac procedures: $499
• Oncology: $549
• Other procedures: $249

Fees are subject to change with 30 days' notice to providers.

8.3 Payment Processing

Heyzl utilizes Stripe Connect to process payments. A payment processing fee of 2.9% + $0.30 is applied to each transaction. This fee covers secure payment processing, fraud prevention, and escrow administration services.

8.4 Optional Subscription Plans

Providers may optionally subscribe to enhanced service tiers that provide additional features, increased visibility, and discounts on Booking Coordination Fees. Subscription pricing is available on our Pricing page. Subscriptions are billed monthly or annually and may be cancelled at any time.

8.5 Fee Structure Compliance

Heyzl's fee structure is designed to comply with applicable healthcare regulations, including state anti-kickback and patient brokering laws. Our fixed fee model is based on service complexity rather than procedure value, ensuring compliance across all jurisdictions in which we operate.

8.6 Refunds and Disputes

Booking Coordination Fees are non-refundable once a booking is confirmed. In cases of booking cancellation by the provider or successful patient dispute, platform fees may be credited at Heyzl's discretion. Payment processing fees are subject to Stripe's refund policies.

9. Escrow Protection

Heyzl acts as an escrow agent, holding patient payments securely until service completion. This escrow arrangement protects both Patients and Providers:

• Patient payments are held in a segregated escrow account until services are completed
• Funds are released to Providers upon service completion and Patient confirmation (or after a 48-hour grace period)
• Heyzl does not use escrow funds for its own operations; funds are held separately
• Disputes are handled through our resolution process before funds are released
• Refunds are processed according to our cancellation policy
• Escrow funds are held in compliance with applicable financial regulations

Important: Heyzl acts as an escrow agent, not a money transmitter. Funds are held in a segregated account and released only upon satisfaction of the conditions agreed upon by both parties. This escrow arrangement is a payment facilitation service, not a healthcare referral commission.

10. Cancellations & Refunds

10.1 Patient Cancellations

Cancellation policies vary by Provider. Generally:

• Cancellations more than 48 hours before appointment: Full refund
• Cancellations 24-48 hours before: Partial refund (Provider-dependent)
• Cancellations less than 24 hours: No refund (unless Provider agrees)

10.2 Provider Cancellations

If a Provider cancels, Patients receive a full refund and may be eligible for alternative arrangements.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, MEDSCOVERY SHALL NOT BE LIABLE FOR:

• Any medical outcomes or results
• Provider negligence or malpractice
• Travel-related issues or complications
• Indirect, incidental, or consequential damages
• Loss of data, profits, or business opportunities

Our total liability shall not exceed the amount you paid to us in the 12 months preceding the claim.

12. Dispute Resolution

12.1 Informal Resolution

We encourage you to contact us first to resolve any disputes informally. Most concerns can be resolved through our support team.

12.2 Binding Arbitration

Any disputes that cannot be resolved informally shall be settled through binding arbitration in accordance with the rules of the American Arbitration Association (AAA). The arbitration shall be conducted in the English language and the arbitral award shall be final and binding on the parties.

By using our Platform, you agree to this binding arbitration provision, which means you are waiving your right to bring claims in court, including the right to a jury trial.

12.3 Arbitration Opt-Out Right

12.4 Class Action Waiver

You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action. If this waiver is found to be unenforceable, then the arbitration agreement shall be null and void.

13. Video Consultations

13.1 Video Consultation Services

The Platform enables Video Consultations between Patients and Providers through our integrated video service powered by Twilio. Video Consultations are subject to the same terms that apply to in-person consultations, including Provider verification requirements and payment terms.

13.2 Technical Requirements

You are responsible for ensuring you have adequate internet connectivity, a compatible device, and a suitable environment for Video Consultations. Heyzl is not responsible for technical issues arising from your internet connection, hardware, or environment.

13.3 Recording and Privacy

Video Consultations are not recorded by Heyzl by default. Neither party may record a Video Consultation without the express consent of all participants. Any recording must comply with applicable local, state, and international recording consent laws.

13.4 Limitations of Telemedicine

Video Consultations have inherent limitations compared to in-person examinations. They may not be suitable for all medical conditions. Providers may determine that an in-person consultation is necessary and may decline to provide a diagnosis or recommendation based solely on a video session. Telemedicine services are subject to the laws of both the Provider's and Patient's jurisdictions.

14. AI Features and Automated Tools

14.1 AI-Powered Features

The Platform includes AI-powered features designed to assist you, including:

• AI Chatbot: Provides general information about medical procedures, destinations, and platform features
• Document Analysis: Assists with understanding uploaded medical documents
• Medical Record Summarization: Creates summaries of uploaded health records for easier sharing with Providers
• Predictive Provider Matching: Suggests Providers based on your medical needs, preferences, and location
• Treatment Recommendations: Suggests potential treatment options based on your stated conditions
• Price Estimation: Provides estimated costs for procedures based on available data

14.2 AI Limitations and Disclaimers

You acknowledge that:

• AI outputs may be inaccurate, incomplete, or outdated
• Price estimates are approximations and actual costs may differ significantly
• Provider matching is algorithmic and does not guarantee suitability
• AI Features are continuously improving and may change without notice
• Heyzl is not liable for decisions made based on AI-generated content

14.3 Data Use for AI

AI Features may process your data (including medical records you upload) to provide personalized results. We de-identify and aggregate data for AI model improvement where possible. You may opt out of certain AI data processing through your account settings. For details on how your data is used in AI processing, see our Privacy Policy — AI and Automated Processing.

15. Intellectual Property

15.1 Our Intellectual Property

The Platform, including its design, text, graphics, logos, icons, images, software, algorithms, AI models, and all other content (excluding User Content), is the property of Heyzl or its licensors and is protected by copyright, trademark, and other intellectual property laws. "Heyzl" and associated logos are trademarks of Heyzl.

15.2 User Content License

By posting content on the Platform (reviews, comments, profile information), you grant Heyzla non-exclusive, worldwide, royalty-free license to use, display, reproduce, and distribute such content in connection with operating and improving the Platform. You retain ownership of your content. Medical records and health data you upload remain your property and are governed by our Privacy Policy and HIPAA Notice.

15.3 Restrictions

You may not:

• Copy, modify, or distribute Platform content without our written permission
• Reverse engineer, decompile, or disassemble any part of the Platform
• Use automated tools (scrapers, bots, crawlers) to access or extract data from the Platform
• Use our trademarks, logos, or branding without prior written authorization
• Frame or mirror any part of the Platform on another website or service

16. Indemnification

You agree to indemnify, defend, and hold harmless Heyzl, its officers, directors, employees, agents, and affiliates from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

• Your use of or access to the Platform
• Your violation of these Terms
• Your violation of any applicable law or regulation
• Content you submit, post, or transmit through the Platform
• Your interaction with any Provider or Patient through the Platform
• Any medical treatment or procedure obtained through the Platform

For Providers: You additionally agree to indemnify Heyzl against claims arising from the medical services you provide, including malpractice claims, regulatory violations, and failure to obtain informed consent.

17. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law provisions. Any legal action or proceeding not subject to arbitration shall be brought exclusively in the federal or state courts located in Delaware.

If you are accessing the Platform from outside the United States, you are responsible for compliance with local laws. Nothing in these Terms shall deprive you of any mandatory consumer protection rights under the laws of your jurisdiction of residence.

18. Privacy

Your use of the Platform is also governed by our Privacy Policy. Please review it to understand how we collect, use, and protect your information.

19. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes by:

• Posting the updated Terms on the Platform
• Sending an email to your registered address
• Displaying a notice on the Platform

Continued use of the Platform after changes constitutes acceptance of the new Terms.