Terms of service

MediSend is provided by Karizo EOOD, Bulgarian company number 207562809, 150 Sveti Knyaz Boris Street, entrance B, floor 4, Stara Zagora 6000 (Provider). Contact: +359 895 88 66 45; [email protected] for privacy and technical personal-data questions. Customer means the organization identified in an accepted order, or an independent professional with an agreed organization-service scope. User means an individual with their own login; Recipient means a person explicitly authorized to access particular files.

Personal receiving for a doctor or specialist is free and requires no personal subscription, clinic or payment card. Each clinic’s services have their own subscription and commercial terms. Opening a public secure link creates no paid subscription. A person creating an organization or accepting terms for it confirms their authority to bind it; team access alone does not establish authority to bind the Customer.

An individual order identifies the Customer, plan, period, price, currency, limits and expressly agreed departures from these Terms. The billing annex below governs commercial operations. An expressly agreed order prevails for the relevant commercial matter; the DPA prevails for processing customer personal data. Neither an order nor these Terms overrides mandatory law.

At organization registration, acceptance of the Terms and DPA is separate from acknowledgement that the Privacy Notice was provided. The notice is not blanket consent for health-data processing. Registering a free personal account is not represented as signing an organization DPA; the necessary contractual scope follows the actual activity and separately applicable agreement. Reading this draft changes no effective contract and records no new acceptance.

Each User uses an individual login, protects passwords and security methods and keeps contact details current. The Customer manages invitations, roles and prompt removal of memberships. One login may have a personal workspace and memberships in several clinics; activating personal receiving creates no organization or paid subscription and adds no team member to another clinic.

Before working, the User checks the selected workspace. Each clinic retains separate files, roles, limits, subscriptions and invoices. Personal examinations are visible only under their explicit grants. On an unfamiliar device or suspected compromise, the User revokes affected sessions, changes necessary credentials and informs the Provider through a safe channel.

Two existing logins may be linked after independent authentication, including applicable MFA, and explicit confirmation from both. Linking enables switching through a valid independent session; it does not merge identities, passwords, memberships, medical grants, invoices or history. Unlinking revokes affected switching sessions without deleting independent accounts. Sharing passwords or another person’s session is not an authorized team workflow.

MediSend provides file upload, sending and receiving, specific requests, permitted replies, access control, history and archive operations. Sending is an explicit action after checking files, recipient and permissions; successful upload alone does not prove sending. The Provider does not diagnose, treat or guarantee the clinical suitability or correct patient of an uploaded file.

The service is not an emergency communication channel or a replacement for required medical documentation. The Customer retains clinical responsibility, checks the recipient and maintains its required records and emergency channel. Unauthorized access, malicious files, bypassing limits, unsolicited bulk notices and extracting other patients’ or organizations’ data are prohibited. Users upload only files necessary and authorized for the particular task.

The Customer or other controller responsible for the activity determines the clinical purpose, lawful basis, necessary health-data condition, recipients, applicable retention and information for affected people. The Provider processes customer clinical data under documented instructions and the applicable DPA. A receiving independent professional may have separate responsibility for their clinical work; file access does not automatically transfer that responsibility to MediSend.

An uploader’s confirmation of authority to share attests their asserted authority and minimization awareness; it does not replace the controller’s lawful basis. The Customer does not put clinical content or secrets in billing details, reusable templates, support or notifications. Clinical content is not supplied for advertising, global patient searches or model training as an independent Provider purpose.

Access is for particular files, recipient, permitted actions and expiry. Registration, a badge, directory, saved contact, account link or membership alone confers no medical permission. An external Recipient may use supplied protected access without registering. A selected verified discoverable doctor receives an explicitly sent examination in their personal account after signing in.

For a named recipient, the sender chooses email, SMS or manual link/QR delivery for the same handover. SMS requires a valid Bulgarian number, permission to notify and a PIN shared separately by the sender. The message contains the secure link and expiry without the PIN or clinical text. Email or manual delivery can separately enable PIN protection; the QR and printed link do not contain it. Manual delivery sends no notification.

A Patient Key is a separate mechanism with a public code, PIN, expiry and permitted access count, created from the handover. Its print documents and selected SMS may contain the key details under the displayed policy; it is not a named-recipient SMS link. The sender protects the one-time displayed PIN and manages reissue and revocation. Support does not disclose a lost PIN. Revoked or expired access requires authorized new issuance; it does not recover a deleted file or control an already downloaded copy.

Professional profiles and organizations are reviewed separately. An authorized independent reviewer may request corrections, refuse, restrict or revoke verification with a recorded reason. A badge indicates review and validity; it is not a licence, competence guarantee, clinical recommendation or examination permission. Material identity changes may require a new review.

Doctor discovery requires current verification and a separate User choice. Contact email and phone have separate sharing permissions. Turning discovery off stops it without cancelling a lawful existing exchange or copies of previously public information. The directory shows no patient examinations and is not a global name or patient-identifier search. A saved contact or clinic upload address is not a general medical-access permission.

Recipients use only permitted actions: viewing, downloading, acknowledgement, replies or missing-file requests. Opened, downloaded, administratively handled and reviewed are distinct states; an action record is not proof of a correct diagnosis. PDF and image previews do not replace diagnostic software; Recipients open DICOM in a suitable application.

Personal notes and For later markers are separate from a shared reply. A personal note is not sent to the clinic, has its own retention and remains available only within granted access. A note accompanying a returned result is shared in that exchange. Neither a personal marker nor note extends access or replaces required professional records. Templates store general settings rather than current files, patient identifiers or secrets.

The Customer enables integrations through authorized people, limited API permissions and protected receiving endpoints. It protects credentials and signing secrets, verifies signatures and prevents duplicate processing. It revokes unnecessary or compromised credentials. Integrations follow the same organization scope, permissions and expiry; they grant no access to other organizations or unauthorized files.

Notifications describe authorized operational events and are not a channel for arbitrary clinical text. The Customer assesses its own external providers and the lawful basis for their receipt of data. Provider acceptance of email, SMS or automatic notices does not prove delivery, opening or a completed action. History and diagnostics are checked before retries.

The Provider applies the technical and organizational measures described in the applicable DPA and security summary without promising absolute protection or unverified certification. The Customer protects its devices, networks, accounts, exported copies and channels to final Recipients. Identified risks are reported promptly through a safe channel without passwords, PINs or medical files in a general support request.

For a confirmed breach of customer personal data in its processor role, the Provider informs the affected Customer without undue delay and supplies available information in stages under the DPA. The Customer determines necessary supervisory-authority and individual notifications for activities where it is controller. For its own controller processing, the Provider fulfils its applicable duties. Incident support does not transfer those roles or authorize unrestricted content access.

The Customer retains rights in its content and grants only rights necessary for agreed processing, security and legal obligations. The Provider and its licensors retain rights in software, design, documentation and marks. The parties use non-public information for the contract and disclose it only as necessary, instructed or legally required, under applicable confidentiality.

Organization support uses a conversation for the correct clinic and permitted operation. A personally receiving doctor or public Recipient can use the telephone for technical help and [email protected] for privacy and technical personal-data questions. Support uses limited operational data and separate permissions; it has no general right to impersonate the User or receive medical files. Do not send patient names, files, passwords, PINs, OTPs or protected links; provide the screen, time and safe support code.

The Provider exercises reasonable professional care. Without a separate service-level agreement it does not guarantee uninterrupted availability, every notification’s delivery or clinical deadlines. Operation depends on internet, devices and infrastructure, messaging, payment and security providers. The Customer maintains continuity arrangements and does not use MediSend as its sole emergency channel.

The Provider may maintain, fix or change functions for security, law or sustainability. It gives reasonable advance notice of a materially adverse change except where urgent security or law requires action. If it removes an essential paid function without an equivalent, the Customer may terminate the affected service and request a proportional refund of the prepaid unused period. This specific remedy creates no general prorated-refund right for every cancellation.

For actual security risk, unlawful use, material breach, non-payment or legal obligations, the Provider may restrict the smallest necessary affected functionality. It records the reason and, where safe and reasonable, gives notice and an opportunity to remedy. Review, permitted export, support and rights requests remain available within the lawful and safe scope. Cancellation and billing consequences are covered by the annex below.

The Customer arranges export of medical documentation it must retain. The applicable export and deletion period after the contract ends follows the order, DPA and effective retention policy. Downloading permitted files and receipts is not a promise of automatic export of all system records. Personal-account deletion or unlinking does not delete another organization’s files, accounting documents or lawfully retained evidence. Holds and backups follow their separately applicable rules.

Contractual notices are sent in the account or to a verified owner or agreed contact email; notices to the Provider may be made in writing to its stated contractual contact. The Customer keeps those details current. Material changes receive a new version and reasonable notice unless law or urgent security requires faster action. Visiting a page, selecting a language, switching workspace and silence are not renewed contract acceptance.

Material changes to organization rights or duties require express acceptance by an authorized owner or administrator. Previous evidence is not rewritten. Refusal may restrict new actions while preserving applicable review, export, data-subject rights, support and termination. Free personal registration has its own record of supplied terms and notice; the organization DPA and reacceptance mechanism are not presumed automatically applicable. The material-change process for that scope is approved before effectiveness.

Nothing in these Terms limits liability that mandatory Bulgarian law prohibits limiting, including intentional misconduct or gross negligence where applicable. The Provider does not assume clinical responsibility for diagnosis, treatment, selected content or recipient, or missed professional deadlines. This does not release it from its own applicable contractual and statutory obligations.

For a B2B Customer and to the extent permitted by law, each party is liable for foreseeable direct loss and not for indirect or consequential loss or lost profits. Karizo EOOD’s aggregate service liability for a 12-month period is capped at fees paid or payable for that period. The cap does not apply to the extent it would defeat non-excludable statutory liability or liability for confidentiality and data protection. Separate enterprise limits may be agreed in an order. This B2B clause does not automatically become a zero cap for a free personal account or displace mandatory individual rights.

A party is not liable for failure beyond its reasonable control where it gives notice and takes reasonable measures to mitigate effects. Confidentiality, security and payment of sums already due do not automatically lapse. An invalid provision is separated to the minimum necessary extent without invalidating the remaining applicable terms.

Bulgarian law governs the Terms. The parties first seek a good-faith resolution; disputes then go to the competent court under applicable mandatory rules. On proper approval and effectiveness, the Bulgarian text is contractually authoritative and the English text is its readable counterpart. This rule does not limit mandatory rights or make this draft an effective contract.

This annex forms part of the proposed organization-service Terms. It governs prices, trial eligibility, payment authorization, documents, corrections, credits and cancellation for the particular Customer. Personal receiving remains free; one clinic’s subscription does not cover another. Before commercial confirmation, the Customer reviews the actual terms shown and an authorized person accepts for it.

Before payment starts, the plan, period, recurring price, currency, applicable tax and included limits are shown. The amount due follows the confirmed order or payment review. A technical setting or registration alone establishes no universal VAT rate; tax treatment and invoice details are determined for the particular transaction under applicable rules.

The Customer supplies accurate legal and billing details and monitors team users, handovers, storage and available SMS. Reaching a limit may restrict new actions under the plan; existing access remains subject to its own grants and expiry. Before downgrading, the Customer checks usage. Material price or commercial changes follow the notice and applicable renewed-acceptance process.

The standard trial is 30 days with separate limits, normally three users, 100 handovers per month and 30 GB of storage, unless an expressly recorded eligible offer applies. Eligibility is checked against the actual legal entity and its trial history, including deleted workspaces. A declared company number or common owner does not establish independent verification. A new workspace for the same entity does not reset history; a different genuine verified organization may have its own trial.

Requesting review does not start the trial or promise start and end dates before approval. In the normal flow, following independent verification an authorized person opens Billing, reviews current terms and expressly starts the period with required identity confirmation. Start, end, limits and accepted terms are recorded for that organization. Changed terms require fresh review and acceptance.

Where the Customer has already expressly accepted an applicable conditional offer to begin a trial after review, an authorized operator may carry out that recorded authorization after approval only if legal identity, plan, limits, trial and grace period match the accepted terms. The reason and action are recorded. This authorizes no new unilateral offer, card charge or automatic payment. A Customer without trial eligibility may choose the paid route without awaiting trial approval.

A verified individual invitation may provide a 30-, 45- or 60-day trial; a separately approved pilot may last up to 90 days. Only the displayed, expressly recorded offer for the stated organization and period applies. Eligibility remains subject to independent review and abuse controls; receiving a code or invitation alone is not approval.

Offers do not stack and cannot be exchanged for cash. Where several exist, only the one expressly recorded in the order or invitation applies. A promotion changes no later paid period, currency, tax or payment authorization unless the particular accepted offer expressly provides otherwise.

Registration, clinic creation, a review request and trial activation do not charge a card or authorize automatic payment. A card subscription requires a separately completed flow with the displayed price, period and authorization. Where validly authorized, it renews for the displayed period until effective cancellation. Stripe processes card details; MediSend retains necessary payment and contractual references rather than full card details.

For bank transfer, the Customer uses the exact beneficiary, amount, currency and reference shown in the document. Sending a payment instruction or marking paid does not prove received funds. Confirmation uses verified payment evidence. If a payment may be duplicated or incorrect, the Customer checks status and makes a safe request rather than paying again.

A proforma requests payment; it is not a final invoice or proof of funds received. Issuance requires complete, verifiable billing details. A final bank-payment document follows verified settlement of the relevant proforma with the correct amount and currency, or explicit full settlement with applicable internal credit. Card documents follow verified provider events and the applicable accounting process.

Issued final invoices and credit notes preserve their issue-time number, parties, price, currency and tax details. Later profile or plan changes do not rewrite them. The Customer views documents and PDFs in Billing. A verified payment with a document needing review is a separate state, not a reason to pay again. Errors are handled through traceable corrections.

The Customer reports a discrepancy using the document number and a brief description without clinical or card details. Authorized accounting review checks the original document, amount, taxes, applied credit and permitted correction. The request initially requires review; approval may issue a separate credit note linked to the original. The original is not erased or retrospectively replaced.

Where cash must be refunded, an issued credit note and Refund requested do not mean funds were paid out. Confirmed requires verifiable payment evidence; Failed remains a separate state to follow up. A correction without cash payout may be completed as an accounting correction; this is not proof of bank transfer. Internal-credit restoration is separately recorded under its eligibility and is not represented as cash returned.

Paid amounts are not generally refunded pro rata on cancellation except under agreement, Provider error or mandatory rights. The separate remedy in section 12 for removal of an essential paid function without an equivalent remains applicable to the prepaid unused affected period. This annex displaces no mandatory statutory right or specifically agreed refund.

The basis, amount and refund method are reviewed before execution. Cash and internal credit are accounted for separately; a cash refund includes no fictional cash payment for a part settled with internal credit. Timing follows applicable law, the particular confirmation and payment process; this draft creates no unverified universal payout deadline. The Customer follows the actual status.

The referral program applies only when active and under displayed organization, eligible-plan, verified-payment, timing and abuse-review conditions. An invitation, code, registration or claimed payment alone creates no credit. Recognized credit is an internal non-cash contribution toward the service, not a cash reward, payment instrument or payout entitlement.

The Customer may expressly request eligible credit on a newly issued bank proforma for its organization and currency. Already issued documents are not retrospectively changed. If credit covers the full amount, a separate explicit settlement is required; it creates no bank or card payment event. Applications, restorations and award reversals are separate records. A disputed basis for used credit requires accounting reconciliation of affected documents without invented debt or cash refund.

The Customer requests cancellation through available Billing controls, the payment customer portal or written notice to the contractual contact. It takes effect for the next period unless the order or mandatory law provides otherwise. No new period is charged after effective cancellation, but amounts already due do not automatically lapse. The Customer checks the confirmation and date rather than assuming closing a window or deleting an account cancels a subscription.

A plan change follows the displayed price, period and limits and separate authorization for applicable payment. Payment, cancellation or invoice correction for one clinic does not change other clinics or free personal receiving. Card renewal ends through its confirmed payment process; a bank proforma is not automatic card authorization.

Without valid payment after the trial, the displayed grace period applies, normally 14 days, followed by restricted work and archive mode under the applicable policy. New sending, uploads or invitations may be stopped. Displayed state and dates apply to the particular organization. Non-payment is not an instruction for immediate hidden destruction of medical files and does not extend Recipient permissions.

The Customer plans export before restrictions or retention ends and arranges necessary additional export through verified instructions. Trial and payment periods are separate from access, archive, legal holds and backup rotation. Existing files remain available only within the applicable scope and period; no universal indefinite-retention rule or automatic erasure of all records is created. Final export, deletion and accounting closure follow the order, DPA and effective policies.