Terms and Conditions
Please read these Terms & Conditions carefully. They explain the rules, responsibilities, limitations, and conditions that apply when accessing or using Hospitual’s website, digital platform, and related services.
HOSPITUAL TERMS AND CONDITIONS
Version 1.1 | Effective date: 24 July 2026
1. About Us and These Terms
These Terms and Conditions (“Terms”) govern the use of Hospitual websites, accounts, digital healthcare platform and clinical services by individual users. “Hospitual”, “we”, “our” or “us” means the Hospitual entity identified in the country addendum and order confirmation applicable to the user. These Terms must be read with the applicable country addendum, Privacy Notice, Medical Disclaimer and the service information displayed before purchase. If a country addendum conflicts with these Terms, the addendum takes precedence for that country. Mandatory legal rights are not excluded. Separate agreements apply to hospitals, clinics, diagnostic centres, insurers and other organisational clients.2. Scope of the Platform
Where available and legally permitted, Hospitual provides a digital platform through which adults may request:- Radiology Second Opinion;
- Pathology Second Opinion;
- Online Specialist Consultation; and
- Medical Record Review.
3. Strict Age Restriction
The Platform and all clinical services are strictly limited to individuals aged 18 or over. A person under 18 must not create an account, use the Platform or be the subject of a clinical case, including through an adult’s account. Where Hospitual reasonably suspects that a user or the subject of a case is under 18, it may request evidence of age, pause or refuse the service, suspend access or close the account. Limited records may be retained where necessary for safeguarding, fraud prevention, complaints or legal compliance.4. Identity Verification and User Responsibility
Hospitual or a participating clinician may request evidence of identity, age, location or authority to act for another adult where reasonably necessary for patient safety, professional licensing, fraud prevention, clinical governance or legal compliance. Users must provide accurate, complete and truthful information and keep account and contact details current. An account is personal and login credentials must not be shared. If required information is not provided or cannot reasonably be verified, Hospitual may be unable to accept or continue a service. Any refund will be determined under these Terms, the applicable addendum and mandatory law.5. Acting for Another Adult
A user may act for another adult only where Hospitual permits this and the user has valid consent or legal authority. Hospitual may request evidence of that authority and may communicate directly with the patient where appropriate. The patient’s confidentiality, rights and welfare take priority. Cases concerning anyone under 18 will not be accepted.6. Information and Medical Materials
Users must provide complete and accurate information relevant to the requested service and may upload only records they are authorised to provide. Medical images, pathology materials and records must not be altered or misleadingly labelled. Poor-quality, corrupted, incomplete or incorrectly identified material may delay the service, limit the opinion or make the case unsuitable for remote review. Hospitual or the clinician may request further information. If necessary material is not supplied, the case may be paused or declined. Hospitual is not responsible for an outcome to the extent it was directly caused by inaccurate or materially incomplete information supplied by the user that could not reasonably have been identified. This does not exclude liability that cannot lawfully be excluded.7. Refusal, Suspension or Discontinuation of a Service
Hospitual or a participating clinician may decline, pause or discontinue a case where:- identity, age, location or authority cannot be verified;
- required information or suitable-quality material is unavailable;
- the case is not suitable for remote review;
- the request falls outside the clinician’s competence or lawful scope;
- a conflict of interest or patient-safety concern exists;
- the case appears to involve an emergency or a person under 18; or
- proceeding would breach a legal, regulatory or professional requirement.
8. Nature and Limitations of Clinical Services
Clinical services are remote and based on the information and materials made available at the time of review. Their reliability may be affected by the quality, accuracy and completeness of those materials and by the absence of a physical examination. A report or second opinion represents the participating clinician’s professional interpretation. It may confirm, clarify or differ from an earlier opinion and does not guarantee a diagnosis, treatment outcome or particular result. Unless expressly stated otherwise, Hospitual does not replace the user’s treating healthcare provider, provide ongoing primary care or coordinate treatment. Users should discuss the report or opinion with an appropriately qualified treating professional before making treatment decisions.9. No Emergency Use
The Platform must not be used for emergencies, rapidly worsening symptoms or conditions requiring immediate assessment. Users must contact the emergency or urgent healthcare service available in their location. Relevant local information is provided in the country addendum. If a clinician identifies an apparently urgent or unexpected finding, Hospitual may take reasonable steps under its clinical escalation procedures. This does not make Hospitual an emergency monitoring service or guarantee that every urgent condition will be identified or communicated within a particular time.10. Clinicians and Clinical Judgment
Participating clinicians must meet the credentialing requirements applicable to the service. Relevant professional information will be provided where required. Clinicians remain responsible for the content of their clinical opinions and for exercising independent professional judgment. Hospitual provides the Platform and clinical governance framework but does not require a clinician to reach a particular conclusion. Hospitual remains responsible for duties that applicable law places on it. The relationship between Hospitual, the clinician and the user may vary by country and service and is further explained in the applicable addendum or service information.11. Orders and Contract Formation
Platform content is an invitation to request a service. The user submits an order by completing the checkout process and providing payment or payment authorisation. A contract is formed when Hospitual accepts the order or begins the service, whichever occurs first, subject to applicable law. An automated receipt does not necessarily mean that the clinical case has been accepted. Hospitual may decline an order and will explain any required next steps and applicable refund.12. Fees, Cancellation and Refunds
The total price, currency and applicable taxes will be displayed before an order is submitted. Payment is normally required before clinical review begins unless otherwise agreed. Cancellation and refund rights vary by country and are explained in the applicable addendum. If Hospitual declines a case before clinical review begins, the service fee will normally be refunded in full. Once review has begun, any refund will depend on the work completed, the reason for cancellation and applicable law. Nothing in these Terms removes a statutory right to cancel, obtain repeat performance, receive a price reduction or obtain a refund. Payments may be processed by an authorised payment provider under its own terms.13. Turnaround Times and Delivery
Unless expressly stated as guaranteed, turnaround times are estimates. Timing normally begins only after payment, identity checks, receipt of all necessary material and clinical acceptance. Clinical complexity, incomplete information, quality concerns or circumstances outside Hospitual’s reasonable control may cause delay. Hospitual will provide a reasonable update where it becomes aware of a material delay. Reports and other deliverables will normally be provided through the Platform or another notified secure method.14. Reports, Corrections and Use
Reports will address the accepted scope and the information available at the time of review. Administrative or typographical errors may be corrected. A clinical addendum or amended report may be issued where further information becomes available or clarification is clinically appropriate. The audit history and integrity of the clinical record will be preserved. A clinician is not required to alter an honestly held professional opinion merely because a user disagrees with it. Users may download, retain and share reports concerning them for healthcare, insurance, legal advice or another lawful personal purpose. Hospitual does not claim ownership of medical records that the user supplied.15. Privacy, Confidentiality and Communications
Personal and health information is handled in accordance with the Hospitual Privacy Notice and applicable country privacy addendum. Access to clinical information is restricted to authorised persons with a legitimate clinical, operational, governance, safeguarding, security or legal need. Hospitual may send essential account, identity, payment, appointment, report, security and patient-safety communications using the contact details provided. Users may opt out of optional marketing without affecting essential communications.16. Safeguarding and Clinical Governance
Hospitual maintains clinical governance, audit, quality assurance, incident management, complaints and safeguarding processes. Where a safeguarding or serious safety concern arises, Hospitual may take proportionate action, including disclosure to an appropriate healthcare provider, emergency service or authority where permitted or required by law.17. Acceptable Use and Platform Security
Users must not:- impersonate another person or provide false or unlawful material;
- attempt unauthorised access or upload harmful code;
- interfere with the security or availability of the Platform;
- use the Platform for an emergency or for a person under 18;
- resell or commercially exploit the Platform without permission; or
- alter or present a report in a way that misrepresents its clinical
18. Intellectual Property
Hospitual and its licensors own the Platform software, branding, website content, design and other non-patient materials. Users receive a limited, personal and non-transferable right to use the Platform for its intended lawful purpose. This does not restrict the patient’s right to use or share their own clinical reports and medical records.19. Liability
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of a non-excludable statutory duty, or any other liability that cannot lawfully be excluded. Subject to those protections, Hospitual is not responsible for loss to the extent directly caused by:- inaccurate or materially incomplete information supplied by the user that could not reasonably have been identified;
- the user’s failure to follow clear safety advice or seek appropriate emergency or treating-clinician care;
- the user’s own equipment or internet connection; or
- an independent third party outside Hospitual’s reasonable control.
20. Complaints
Complaints may be submitted using the contact details in the applicable country addendum. Hospitual will handle complaints under its complaints procedure. Making a complaint does not prevent a user from contacting an applicable regulator, professional body, consumer authority or court.21. Suspension, Closure and Changes
Users may stop using the Platform and request account closure, subject to the lawful retention of clinical, transaction, safety and legal records. Hospitual may suspend or close an account for a material or repeated breach of these Terms. Immediate action may be taken where reasonably necessary for patient safety, security, fraud prevention or legal compliance. Hospitual may update these Terms to reflect legal, regulatory, security or service changes. The version accepted when an order is placed will normally govern that order. A change will not be applied retrospectively to remove an accrued right.22. Governing Law and General Terms
The governing law, court jurisdiction, cancellation rights and country-specific consumer protections are set out in the applicable country addendum. If a provision is unenforceable, the remaining provisions continue to apply. A delay in enforcing a right is not a waiver. Nothing in these Terms prevents a consumer from relying on mandatory protections of the law or courts of their place of residence where those protections apply.23. Contact and Acceptance
The contracting entity, postal address and local complaint information are provided in the applicable country addendum. General enquiries: [email protected] By actively accepting these Terms or placing an order, the user confirms that they have read and agreed to these Terms and the applicable country addendum. Viewing public website pages alone does not create a contract for clinical services.UNITED KINGDOM TERMS AND CONDITIONS ADDENDUM
Version 1.1 | Effective date: 24 July 2026
1. Application
This United Kingdom Addendum (“UK Addendum”) supplements the Hospitual Terms and Conditions and applies where HOSPITUAL Limited supplies a consumer service in the United Kingdom.
If it conflicts with the main Terms, this UK Addendum takes precedence for the UK service. Nothing in either document limits mandatory rights under UK law.
2. Contracting Entity
The contracting entity is:
HOSPITUAL Limited Flat 1 Windsor House Heathfield Gardens London W4 4JT United Kingdom
General enquiries: [email protected]
The order confirmation will identify the selected service. A participating clinician remains responsible for independent clinical judgment, while HOSPITUAL Limited remains responsible for duties that UK law places on it.
3. UK Services and Clinicians
UK services will be offered only through clinicians whose professional registration, licence to practise, competence and indemnity arrangements have been verified for the relevant role.
The clinician’s identity and relevant professional information will be provided where required. A service will not be offered unless Hospitual has the registration or other legal and regulatory basis required for the relevant activity.
4. Consumer Standard and Remedies
HOSPITUAL Limited will perform services for which it is responsible with reasonable care and skill.
Where the Consumer Rights Act 2015 applies, a consumer may be entitled to repeat performance or an appropriate price reduction if a service is not performed with reasonable care and skill or does not conform to binding information.
Nothing in the Terms excludes these or any other mandatory consumer remedies.
5. Online Contract and Cancellation
Before an online order is placed, Hospitual will provide the required information about the service, total price, payment, performance, complaints and cancellation.
Unless a legal exception applies, a consumer may cancel a distance service contract within 14 days after the contract is made by sending a clear statement to [email protected].
If the consumer expressly requests that the service begin during this period and then cancels before completion, Hospitual may charge a proportionate amount for work properly performed before cancellation.
The cancellation right may be lost after full performance only where the consumer expressly requested early performance and acknowledged the loss of that right, as required by law.
Any refund due following statutory cancellation will normally be made within 14 days using the original payment method.
If Hospitual declines a case before clinical review begins, the service fee will be refunded. A statement that a fee is “non-refundable” does not override a statutory cancellation or refund right.
6. Turnaround and Delay
Where no binding time has been agreed, the service will be performed within a reasonable time. Estimated turnaround times do not remove that obligation.
If a material delay becomes known, Hospitual will provide a reasonable update and the consumer retains any remedy available under UK law.
7. Liability
Nothing in the Terms or this UK Addendum excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of a right that cannot be excluded under the Consumer Rights Act 2015, or any other non-excludable liability.
Any other exclusion or limitation applies only to the extent it is transparent, fair and enforceable under UK law.
8. Emergencies
Hospitual is not an emergency service. In an emergency, call 999 or 112. For urgent medical help that is not a life-threatening emergency, use NHS 111 or the appropriate local NHS service.
9. Complaints
Complaints may be sent to:
Email: [email protected] Postal address:
HOSPITUAL Limited Flat 1 Windsor House Heathfield Gardens London W4 4JT United Kingdom
Hospitual will explain the applicable complaints and escalation route. Depending on the issue, a consumer may also contact the relevant healthcare regulator, professional body, consumer authority or court.
10. Governing Law and Courts
These Terms and this UK Addendum are governed by the law of England and Wales.
A consumer living in Scotland or Northern Ireland retains applicable mandatory local protections and access to the courts available under consumer jurisdiction rules.
The courts of England and Wales have non-exclusive jurisdiction, subject to those consumer rights. Consumers residing elsewhere retain mandatory local rights that cannot lawfully be displaced.
11. Privacy Contact
Personal information is handled under the Hospitual Privacy Notice and Schedule 1 – United Kingdom Privacy Addendum.
Privacy enquiries: [email protected]
CANADA TERMS AND CONDITIONS ADDENDUM
Version 1.1 | Effective date: 24 July 2026
1. Application
This Canada Addendum supplements the Hospitual Terms and Conditions and applies where HOSPITUAL Inc. accepts an order to supply a consumer service in Canada.
Healthcare regulation and consumer rights vary by province and territory. A local or service-specific notice may also apply. If this Addendum conflicts with the main Terms, this Addendum takes precedence for the Canadian service. Mandatory federal, provincial and territorial rights continue to apply.
2. Contracting Entity
The Canadian contracting entity is:
HOSPITUAL Inc.
Corporation number: 1718977-0
Federally incorporated under the Canada Business Corporations Act on 25 July 2025 Registered office: Unit 1117, 98 Lillian Street, Toronto, Ontario M4S 0A5, Canada General enquiries: [email protected]
The order confirmation will identify the selected service and any clinician or additional entity whose legal role must be disclosed.
3. Provincial Availability and Clinician Licensing
Publication of these Terms does not mean that every Hospitual service is available throughout Canada.
A service will be offered only after Hospitual has assessed the requirements applicable to the province or territory in which the patient is located. These may include professional licensing, scope of practice, consent, recordkeeping, liability protection and other healthcare requirements.
Hospitual may require confirmation of the patient’s physical location. Users must not provide a false location or attempt to bypass a geographic restriction.
A clinician may provide a Canadian service only where Hospitual has a reasonable basis to conclude that the clinician is authorised to do so in the relevant province or territory. Registration in the United Kingdom alone does not necessarily authorise a clinician to provide medical care in Canada.
The clinician’s identity and relevant professional information will be provided where required. The clinician remains responsible for independent professional judgment.
4. Nature of the Canadian Service
The order information will identify whether the service is a second opinion, specialist consultation or medical record review and whether the clinician is providing care directly to the patient or an advisory opinion to be considered with a local treating provider.
Unless expressly stated otherwise, Hospitual does not provide ongoing care, prescribing, emergency monitoring or coordination of treatment in Canada. Patients should share the result with an appropriately qualified local healthcare provider.
5. Consumer Contract Information
Before an online order is submitted, Hospitual will display the main features of the service, total price and currency, applicable taxes, payment arrangements, anticipated delivery information and material restrictions.
A copy or confirmation of the agreement will be provided in a form the consumer can retain where required by applicable provincial or territorial law.
The consumer will have an opportunity to identify and correct input errors before submitting the order.
6. Cancellation and Refunds
Cancellation and refund rights vary by province and by the legal classification of the service. Any mandatory cooling-off period, online-contract cancellation right, disclosure remedy or refund requirement overrides an inconsistent term.
If HOSPITUAL Inc. declines a case before clinical review begins, the service fee will be refunded. After review begins, a deduction for work properly completed may be made only where applicable law permits.
No statement that a fee is “non-refundable” removes a statutory right.
Ontario consumers may have specific rights relating to internet agreements where legally required information or a compliant copy of the agreement is not provided. Some professional healthcare services may be subject to statutory exclusions. Hospitual will apply the rule governing the particular service rather than assuming that every healthcare-related transaction is exempt.
7. Service Quality and Remedies
HOSPITUAL Inc. will supply the service in accordance with the accepted order and any standard that cannot be excluded under applicable law.
Where a service is not delivered as agreed, an available remedy may include correction, further performance, a partial refund or a full refund, depending on applicable law and the circumstances.
A difference between honestly held professional opinions does not, by itself, establish that a service was deficient.
8. Prices and Taxes
Prices will be displayed in the currency stated at checkout. Applicable GST, HST, provincial tax or other charge will be shown or included as required.
Any foreign-exchange or other fee charged independently by a card issuer or payment provider is governed by the user’s agreement with that provider.
9. No Emergency Use
Hospitual is not an emergency service. For an emergency in Canada, call 911. For non-emergency urgent advice, contact the health advice service or healthcare provider available in the patient’s province or territory.
10. Liability
Nothing in the Terms or this Canada Addendum excludes or limits liability where doing so is prohibited by applicable federal, provincial or territorial law.
Any limitation applies only to the extent it is clear, reasonable and enforceable and does not excuse HOSPITUAL Inc. from responsibility for its own acts, negligence or breach, or for a person for whom it is legally responsible.
Provincial restrictions on consumer waivers, limitations of liability and access to courts or statutory remedies take precedence.
11. Complaints
Complaints may be sent to: Email: [email protected]
Postal address:
HOSPITUAL Inc.
Unit 1117, 98 Lillian Street Toronto, Ontario M4S 0A5 Canada
Hospitual will explain the applicable complaint and escalation route. Depending on the issue, the consumer may also contact the clinician’s professional regulator, the relevant provincial or territorial consumer authority, or a court or tribunal with jurisdiction.
12. Governing Law and Disputes
Mandatory laws of the consumer’s province or territory and applicable federal laws of Canada continue to apply.
For an Ontario consumer, subject to mandatory rules, the laws of Ontario and applicable federal laws govern. A consumer may bring a claim before a court or tribunal having jurisdiction.
These Terms do not require Canadian consumers to litigate exclusively in England and Wales or waive a non-waivable right to bring or participate in a proceeding.
13. Language
Language requirements vary across Canada. Where French-language contracting or disclosure is legally required, Hospitual will provide the required French version and obtain any required language choice before accepting the order.
Hospitual will not make a Quebec consumer service available solely under English terms where that would fail to comply with applicable language law.
14. Privacy Contact
Personal information is handled under the Hospitual Privacy Notice and Schedule 2 – Canada Privacy Addendum.
Privacy enquiries: [email protected]