A considered, written review of your medical case — within 24 hours.

Last updated: 28 July 2026

1. Overview

Because our offerings are service-based, our refund and cancellation policy differs from standard product returns. We are committed to providing you with high-quality consultation services.

2. Cancellations

MedConsults consultations are delivered as written assessments rather than scheduled appointments, and a review begins only after your payment is confirmed.

• Before your review begins: you may cancel your request at any time before we begin working on it. You will be eligible for a full refund, or you may keep the payment as a credit toward a future consultation.
• After your review has begun: because the time and work are reserved specifically for your case, a request cancelled once we have started your review is charged in full and is non-refundable.

3. Eligibility for Refunds

• Before services begin: if you cancel before we have started your review, you are eligible for a full refund of the amount you paid, or you may choose to keep the payment as credit for a future consultation.
• After services have commenced: once a consultation has started or your report has been delivered, it is strictly non-refundable.
• Technical issues: if your consultation cannot be completed due to a technical error on our end, we will fully refund your fee or re-run your review at no additional cost, at your preference.

4. Exceptions and Special Circumstances

We understand that true emergencies happen. If you are affected by unforeseen, extenuating circumstances, contact our support team at medconsults2030@gmail.com. Exceptions to this policy are handled on a case-by-case basis.

5. How to Submit a Request

To initiate a cancellation or request a refund, please contact us at medconsults2030@gmail.com with your name, your consultation reference number, and the reason for your request.

6. Refund Processing

If your refund is approved, we will confirm it by email within 1 to 2 business days. How the funds are returned depends on the payment method you used:

• Payments made via Zbooni: your refund is processed back through Zbooni to your original payment method (the card or method used for payment), in the same currency as your original payment.
• Payments made via PayPal: your refund is issued through PayPal back to the original payment method — your PayPal balance, or the card or bank account used at checkout. PayPal typically returns card refunds within a few business days, though your card issuer may take longer to post them.

Once a refund has been issued, the time it takes to reach you depends on your bank, card issuer, or receiving institution; many banks post refunds within about 14 days, but we cannot guarantee your institution's processing time. We refund the full amount you paid; if your card or account is billed in a different currency, your bank may apply its own exchange rate at the time the refund is processed, which can cause a small difference. If you chose to keep your payment as credit toward a future consultation and later prefer it returned, please request this within 60 days of your original payment — this is our own policy window for returning funds; after that, or where your original payment method cannot be credited, we will arrange the return by another method. If you have any concern about a charge, please contact us at medconsults2030@gmail.com before raising a dispute with your bank or card issuer — we can almost always resolve refund requests faster directly.

Last updated: 28 July 2026

1. Introduction & our approach

MedConsults provides AI-generated medical second opinions and is offered internationally, which means we handle personal data — including sensitive health data — for people in many countries. We take its privacy and security seriously. This policy explains what we collect, how we use and protect it, and the rights you have. We process personal data to a high international standard, modelled on the EU General Data Protection Regulation (GDPR), and in line with the data-protection laws that apply to you wherever you are located.

2. Information We Collect

• Identity & contact details: your name and email address, and the age and sex you provide for the case.
• Clinical information you submit: the symptoms, history, medications, and questions you enter.
• Files you upload: laboratory results, radiology reports and images, pathology reports and slide images, and any other documents you choose to attach.
• Service details: the consultation type (general, radiology or pathology), the tier you select, and your consultation reference.
• Payment status: confirmation of payment from our payment provider. We do not collect or store your card or bank details — payments are handled entirely by our payment processors, Zbooni and PayPal.
• Limited technical data: basic information needed to operate and secure the service.

Anonymous submission & your client code. At your discretion, you may submit your documents anonymously — leaving out your name and redacting identifying details from the files you upload. Your privacy is protected on every submission; choosing to submit anonymously simply optimizes it further. Each client is also assigned a unique, private client code (similar to a medical record number) that serves as your reference for this and any future consultations, so we can recognize your records without relying on your personal identity. Keep your client code safe and share it only with us.

3. Legal Basis & Consent

We process your personal data on the basis of your explicit consent — which you give when you submit your case and accept this policy — and to perform the service you request. Health data is treated as a special category of (sensitive) personal data under the GDPR and comparable laws, so we apply enhanced safeguards and rely on your explicit consent to process it. You may withdraw your consent at any time (see "Your Rights"); withdrawal does not affect processing already carried out before then.

4. How We Use Your Information

We use your information only to prepare and deliver your second opinion; to confirm payment and begin your review; to respond to your enquiries and provide support; to maintain the security and integrity of the service; and to meet our legal obligations. We do not sell your data or use it for advertising or unrelated direct marketing.

5. AI Processing

Your case is analysed using artificial intelligence to produce a written second opinion. As stated throughout this site, that output is informational only, may be inaccurate, and must be validated with a licensed medical professional before any decision is made.

6. Storage and Security

Files and case information are stored in private, access-controlled folders and transmitted over encrypted connections. We apply technical and organisational security measures appropriate to sensitive personal data, restrict access to those who need it to deliver your review, and maintain a personal-data breach procedure — including notifying the relevant supervisory authority and affected individuals without undue delay (and, where the GDPR applies, within 72 hours of becoming aware) as required by applicable law.

7. Sharing and Disclosure

We share personal data only with our payment processors (Zbooni and PayPal) to process your payment; with service providers that process data on our behalf under appropriate data-processing agreements; and with competent authorities where we are required to by law. We do not otherwise share or sell your information.

8. International Data Transfers

Because we operate internationally and use cloud-based providers, your data may be stored or processed in countries other than your own. We carry out such transfers only with the appropriate safeguards required by applicable law — for example, standard contractual clauses, a transfer to a country recognised as providing adequate protection, or your explicit consent — and we take steps to keep your data protected to the standards in this policy.

9. Data Retention

We keep your information only for as long as we genuinely need it, and no longer. Because we handle sensitive health data, we set short, purpose-based time limits for each type of information, delete it once that purpose is met, and review these periods regularly. We apply the data-protection law of the country in which we operate, and the GDPR-modelled standards in this policy — including rules on sensitive data and on cross-border transfers (see Section 8 on international transfers). The schedule below sets out, in plain terms, how long we hold each category, and the deletions described run on a scheduled, automated basis. Where the law that applies to you requires a different period, we adjust accordingly.

• Uploaded medical files & clinical case content (lab, radiology and pathology reports and images, and the clinical details you enter) — held in your private, access-controlled case folder and deleted no later than 3 months after we deliver your assessment, and sooner on request. A scheduled deletion process runs against the relevant case folder, and the per-case summary file is deleted at the same time; renaming a folder once a case is paid does not extend this clock. For free-text narratives and medical images we delete the files rather than attempt anonymisation, because such content cannot reliably be de-identified. The only exception is where we must keep specific files longer while a complaint, claim or dispute relating to your case remains open; in that case the affected files are segregated and locked for that purpose only, not retained generally. If a paid case is never completed and delivered, the same files are deleted no later than 12 months after payment. This is the most sensitive information you give us, so it is held on the shortest schedule.
• Consultation record (your consultation reference and private client code, the consultation type and tier, and status) — kept in a minimised form for up to 2 years after delivery so that we can answer queries, handle any complaint, and stand behind our work. We do not keep our own copy of the delivered assessment beyond the medical-file period above — the copy we send you is yours to keep. Where a longer limitation period applies to a potential claim arising from your consultation, we keep this minimised record for the duration of that period, and longer only while a specific complaint, claim or dispute remains open.
• Identity & contact details (the name, email, age and sex you provide) — kept for as long as we hold the related consultation record (above), then deleted. If you submit anonymously, there is little or no identifying contact data to retain, though your clinical content and client code are still held and deleted on the schedules above.
• Transactional emails (the confirmation email we send you and the internal alert email we generate, sent via our email provider) — these may contain your name, email and consultation reference, and sometimes limited clinical context. We delete or redact them on the same schedule as the related consultation record, and we treat them as covered by any erasure request you make.
• Unpaid or abandoned cases (submissions left at "pending payment", including any files uploaded and the draft case record) — where no payment is completed, an automated process deletes any uploaded files within 30 days of the last activity, and the remaining draft case record within 60 days. As stated in our policy, requests that are never paid for are removed after this limited period.
• Payment & transaction records (payment status and confirmation, amount, date, reference and any refund — never your card or bank details, which are held by our payment provider) — kept for 5 years from the end of the relevant financial year to meet tax, accounting and record-keeping obligations under the law of the country in which we operate, and longer only where a specific tax assessment, audit or legal claim remains open. These transaction records are held separately from your uploaded medical files, so they can be retained for accounting purposes after those files have been deleted. This period is set for tax and accounting reasons and is independent of any refund eligibility, which is governed solely by our Refund & Cancellation Policy (including the 60-day window for returning a credit to your original card).
• Consent logs (our minimal server-side record that you gave explicit consent at submission, and any later withdrawal — the consultation reference and date only, not your clinical content) — kept for up to 2 years, aligned with the consultation record, so we can demonstrate that our processing of your health data was lawful (see Section 3), even after the underlying medical files have been deleted. Where a longer limitation period applies to a lawfulness challenge, we keep this minimal log for the duration of that period.
• Backups & limited technical/security data — held in encrypted backups that are rotated and overwritten on a regular cycle, typically within a few months. When we delete or erase data from our live systems, any copy remaining in a backup is put beyond use — not accessed or restored for any other purpose — until that backup expires and is permanently overwritten. Technical and security data is kept only for as long as needed to operate and protect the service.

You can ask us to delete your data earlier at any time, and you can withdraw the consent on which our processing relies (see Sections 3 and 10). Where the GDPR applies, we will respond to and action your request without undue delay and within one month of verifying your identity, extendable by up to two further months for complex or numerous requests, where we will tell you why. Erasing data from our live systems may leave residual copies in encrypted backups and in transactional emails; these are put beyond use and are deleted on their normal rotation cycle (see the Backups bullet above). We will erase your medical files and case content except for the minimal records we are required by law to keep, such as transaction records for their retention period, and except where we must first finish an active consultation or resolve an open complaint, claim or dispute. Withdrawing consent does not affect processing already lawfully carried out, and does not require us to delete records we must keep by law. We will keep a simple record that your request was made and acted on. The periods above are the periods we apply by default; we may shorten or extend any of them where the law applicable to you, or a live legal claim, requires it.

10. Your Rights

Depending on where you live, you may have rights under applicable data-protection law (such as the GDPR) to be informed about how your data is processed, to access it, to correct or update it, to have it erased, to restrict or object to its processing, to withdraw your consent, and to data portability. To exercise any of these, contact us using the details below. You also have the right to lodge a complaint with your local data-protection authority.

11. Children's Data

Data-protection laws give children's personal data special protection. This service is not intended for use by children without the involvement and consent of a parent, guardian, or treating clinician. Please do not submit a child's information unless you are authorised to do so.

12. Where We Operate & Governing Law

MedConsults is offered internationally and is operated by MedConsults. This policy and our processing of personal data are governed by the laws of the jurisdiction in which the operator is established, without limiting any mandatory protections you have under the laws of the country where you are located. We may limit or decline to offer the service in certain countries; by using it, you confirm that you may lawfully receive a remote written second opinion in your location.

13. Data Protection Contact

For any question or request about your data — or to reach our data protection officer, where one is appointed — contact medconsults2030@gmail.com. You may also contact the data-protection authority in your country.

14. Changes to This Policy

We may update this policy from time to time. The "last updated" date above will always reflect the most recent version.

Last updated: 28 July 2026

1. Agreement to These Terms

These Terms of Service ("Terms") govern your access to and use of the MedConsults website and services (the "Service"), operated by MedConsults. By submitting a case, making a payment, or otherwise using the Service, you confirm that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy and Refund & Cancellation Policy. If you do not agree, do not use the Service.

2. What the Service Is — and Is Not

MedConsults provides AI-generated written second opinions based on the information you submit. All assessments, possible explanations, and recommendations are produced using artificial intelligence and are provided for general informational purposes only.

• The Service is not a medical diagnosis, treatment, or professional medical advice, and does not create a doctor–patient relationship.
• We do not prescribe medication or order laboratory or imaging tests. A report may note that certain investigations or treatments appear warranted, for you to discuss with your own clinician.
• Output may be inaccurate, incomplete, or outdated. You must validate anything you receive with a qualified, licensed healthcare professional before acting on it.
• The Service is not for emergencies. In an emergency, contact your local emergency number or go to the nearest emergency department immediately.
• Published guides, tools and reference pages on this site — including the medication guides for patients and prescribers, the Support Companion, and the weight & nutrition flowsheet — are general educational material only, are not medical or prescribing advice, must be verified against current professional sources before any clinical use, and are covered by these Terms. The Support Companion is software, not a therapist or counsellor: it does not diagnose, prescribe, or provide crisis care, and it is not monitored by a person. If you are in danger or thinking of harming yourself, contact your local emergency number or a crisis helpline immediately.

3. Eligibility

You must be at least 18 years old and able to form a binding contract to use the Service. By using it you confirm you may lawfully receive a remote written second opinion in your location. Do not submit another person's information — including a child's — unless you are legally authorised to do so.

4. Your Responsibilities

• Provide accurate, complete, and honest information. The quality of the assessment depends on what you submit.
• You are responsible for keeping your private client code secure and for activity conducted under it.
• Only upload files you have the right to share, and do not submit unlawful, infringing, or malicious content.
• Use the Service for your own legitimate purposes and not to attempt to disrupt, reverse-engineer, or gain unauthorised access to it.

5. Payment

Fees are shown on the site in the currency stated and are charged before your review begins. Payments are processed by our payment providers, Zbooni and PayPal (card payments included); we do not collect or store your card or bank details. A review enters the queue and the stated turnaround begins only after your payment is confirmed. Cancellations and refunds are governed by our Refund & Cancellation Policy.

6. Turnaround Times

Stated turnaround times (for example, within 24 or 12 hours) are good-faith targets measured from confirmed payment, not guarantees. Delays may occur due to case complexity or technical issues; where a review cannot be completed due to a technical error on our end, the Refund Policy applies.

7. Intellectual Property

The Service, including its design, text, and branding, is owned by us or our licensors and is protected by applicable law. You retain ownership of the materials you submit and grant us a limited licence to process them solely to provide the Service. The written assessment we deliver is provided for your personal or clinical reference and may not be resold or redistributed as a commercial product.

8. Disclaimers & Assumption of Risk

The Service is provided on an "as is" and "as available" basis without warranties of any kind, whether express or implied, including fitness for a particular purpose and accuracy. You acknowledge that AI-generated content carries inherent limitations and that you use the Service, and any output from it, at your own risk and subject to validation by a licensed professional.

9. Limitation of Liability

To the maximum extent permitted by law, MedConsults and its operators shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any decision made or action taken in reliance on the Service. Where liability cannot be excluded, our total aggregate liability is limited to the amount you paid for the consultation giving rise to the claim. Nothing in these Terms excludes liability that cannot be excluded under applicable law.

10. Indemnity

You agree to indemnify and hold harmless MedConsults and its operators from any claims, losses, or expenses arising out of your misuse of the Service, your breach of these Terms, or your reliance on AI-generated output in place of professional medical advice.

11. Suspension & Termination

We may suspend or terminate access to the Service, or decline or refund a request, if we reasonably believe these Terms have been breached, if required by law, or to protect the integrity and safety of the Service.

12. Changes to the Service or Terms

We may modify the Service or these Terms from time to time. The "last updated" date above reflects the current version; continued use after changes take effect constitutes acceptance of the updated Terms.

13. Governing Law

These Terms are governed by the laws of the jurisdiction in which the operator is established, without limiting any mandatory consumer protections you have under the laws of the country where you are located.

14. Contact

Questions about these Terms can be sent to medconsults2030@gmail.com.