Terms & Conditions

Welcome to Salu. Our mission is to provide everyone with peace of mind by offering simple, convenient, and affordable access to medical care. We do this by providing access to our medical team and experts as well as those from our Partner clinics.

This document defines the terms of service (“Terms of Service”) of Salu Health OÜ, an Estonian company with a registry code 16298668 (“Salu”). We are a healthcare service provider authorized by the Estonian Health Board (Terviseamet) with license number L05599.

By using our Platform or our Services, you confirm that you have read, acknowledge, accept, and agree to these Terms of Service and our Privacy Policy and that an Agreement is thus duly concluded between you and us. You further accept and agree that these Terms of Service, as applicable from time to time, will apply to you throughout the use of the Platform or Services and for the validity of the Agreement and form an integral part of the

  1. Definitions

    Account

    means your personal account (accessible via a unique email address) through which you can access the Platform and the Services herein.

    Agreement

    means an agreement concluded between you and us as specified in clause 2.1. below.

    Category of Services

    means Services falling under one category according to the Price list.

    Coverage limit

    means each and every situation when the Membership Fee does not cover the cost of Services in accordance with this Agreement, including the situations defined in Carve-outs page (link).

    Carve-outs

    has the meaning specified in clause 9.1 below.

    Fee

    means the amounts we charge or may charge for the use or availability of our Platform or Services. Our Fees may vary depending on the country where we provide the Services.

    Health plan

    has the meaning specified in clause 4.1 below.

    Homepage

    means https://www.salu.md.

    Identify or Identification

    means the activity of verifying a person’s identity using their ID document (passport, ID card, driving license, other). We may identify you electronically (e.g., using ID card, Mobile ID, Smart ID) or manually (e.g., using ID document for identification).

    Medical triage

    has the meaning specified in clause 3.7 below.

    Medical team

    means medical professionals of ours or our Partner clinic, including doctors, nurses, and other medical professionals. The medical professionals can be employees or service providers of ours or our Partner clinic.

    Membership fee

    has the meaning specified in clause 4.1 below.

    Membership period

    has the meaning specified in clause 4.1 below.

    Online consultation

    means an online medical chat consultation between you and our Medical team through the Platform.

    Partner clinic

    means a medical center, clinic, hospital, laboratory service provider and other third party which is our authorised cooperation partners or otherwise that provide medical services at our request and cost, including partners listed on our website. The list of Partner clinics may change from time to time.

    Platform

    means the platform, web or mobile application, and/or product operated by Salu, including our Homepage (www.salu.md) and our product available at https://portal.salu.md.

    Price list

    means our price list available on our Homepage (link).

    Privacy Policy

    means our privacy policy, which is an integral part of these Terms of Service. Available at https://salu.md/privacy-policy.

    Service fee

    means a fee for a Service as determined by our Price list.

    Services

    means services available through our Platform, including healthcare services as defined in § 2 of the Estonian Health Services Organisation Act (Eesti tervishoiuteenuste korraldamise seadus) and § 758 of the Estonian Law of Obligations Act (Eesti võlaõigusseadus) as may be available through us.

    “Us,” “Our,” or “We”

    Meaning Salu.

    “You”

    means an individual using our Platform or our Services.

  2. General

    1. The Platform enables you to access and use the Services. By enabling access to the Services, we want to help you guide through non-urgent health-related questions and problems you may have. However, we, our Partner clinic nor Medical team cannot guarantee that the Services or medical care received through us or our Partner clinic will always cure you or will solve your problem.
    2. You acknowledge and accept that we cannot help you with every question or in any event. Regardless of this, we aim to help you find a suitable help or answer when and where you need it.
    3. The Services provided via Online consultation are provided by our Medical team, and the Services provided outside of the Platform (for example, healthcare services requiring a physical examination, analyses, procedures, etc.) are provided by a Partner clinic.
    4. We are a clinic enabling you to access and use medical services for a Membership fee. We do not provide (incl. our Services do not qualify as) nor do we intermediate or distribute any insurance products.
  3. Your Account

    1. Account and Agreement. By entering your e-mail and creating a password on the Platform, you create a personal account with us (i.e., the Account) and, thereby, start using the Platform and the Services. An Agreement between you and Salu is deemed to be concluded as of the moment of creation of the Account and will remain valid for an undefined term. An account is created once the sign-up process is completed.
    2. Safekeeping of credentials. Only you may access and use the Account. You are solely responsible for ensuring that only you have access to the Account and the credentials for accessing your Account are kept safe from any third party. You are aware that your health data may be stored under your Account, and, for that reason, you need to store your credentials prudently and safely.
    3. Personal use. You may use the Account and use the Services only for yourself, unless your Health plan explicitly entitled you to use the Account and the Services for other individuals (e.g., children who are under your custody and below 18 years old), in which case you may use the Account and Services for people included in your Health plan.
    4. Notifications. We may send notifications or messages or call to you using the personal data you have provided to us, including email, phone number, device, or browser notifications or using any other Account detail. All notifications forwarded to you using the Account or personal data stored with us are deemed to be duly delivered to you at the same calendar day when the notification was sent by us.

    5. Change of Data. You undertake to immediately (within 3 days) notify us if any of your contact details change. Until notified otherwise, we can assume all data stored with us is true, accurate and complete.

    6. Service for Adults. You hereby confirm to us that you are at least 18 years old and have a full legal capacity to act and decide independently for yourself and your underaged children, if you use the Services for the latter. You are not entitled to use the Service in case you are younger than 18 years old or your legal capacity is otherwise limited.

    7. Payment card. If you wish to access or use the Services, you need to keep a valid payment card details under your Account and sufficient balance on your bank account. You authorise us to charge your payment card to perform your duties (including pay Fees) under these Terms of Service, including pay all fees and expenses related to accessing or using the Services.
  4. Our Services

    1. General. Through our Platform, you can access and use the Services, which are used for curing or related to health issues, symptoms or concerns which occurred after the start date of your Health plan. By concluding the Agreement, you confirm you request and accept that we, the Medical team and our Partner clinics provide to you Services, including healthcare services.

    2. Category of Services. Each Service is part of a Category of Services.
    3. Services by our Medical Team. The Services available through the Online consultation are provided by our Medical Team in accordance with the Terms of Service.
    4. Services by our Partner Clinics. Upon our Medical team’s request, the Services may be rendered by the ­Medical Team of our Partner clinic. In case the Services are provided to you by our Partner clinic, you acknowledge and accept that we do not provide any medical advice or healthcare services ourselves, nor take any responsibility for the content or quality of such medical advice. In such event, all Services are delivered by a Partner Clinic and its Medical team, and they remain solely responsible for the Services delivered by them. By starting the Medical Consultation, you accept and agree with these terms of service, our privacy policy and the terms of services and the privacy policy of our Partner Clinic(s).
    5. Use Partner Clinics through Salu. Whenever you need medical care or want to use the Services, you contact us via the Platform where our Medical team determines and explains if, when and where you get the Services you (medically) need. If a Service is provided by a third party (including Partner clinic) and the cost for such Service should be covered by your valid Health plan according to our terms of service, then we will carry cost of such Service only if we (not you or any third party) orders and books these Services from such third party. For the avoidance of doubt, we will not carry or reimburse the cost for the services by a third party (including Partner clinic), unless we order and book it directly or we have agreed to reimburse the cost in a form which is reproducible (e.g. via Online consultation, email).
    6. Identification. You acknowledge and accept that you can use certain Services only if we have previously Identified you. We reserve the right to refuse rendering the Services until you have duly Identified yourself.
    7. Medical Triage and appropriate treatment plan. Whenever you want to use the Services, you first contact our Medical team via the Platform. You can use the Online consultation regardless of whether you are sick or not. During the Online consultation, our Medical team determines, based on their medical experience and knowledge, the necessary and suitable treatment you may need, including the Services you may need to treat your health issue (the “Medical triage”). Except for the Online consultations and Services under Category of Services “Preventive care”, you acknowledge and accept that you cannot use the Services unless such Service is deemed necessary through the Medical triage. You acknowledge and accept that our medical team has the sole and exclusive right to conduct the Medical triage and determine if and which treatment (including Services) you may need for your treatment.
    8. Lack of information. We nor the Medical team is obliged to provide any Services in case we or the Medical team decides there is not enough information to render the Service or rendering of the Service is not appropriate or necessary, or which may otherwise be harmful to you. We or our Partner clinic are not liable for any consequences in case we refuse to render any Service or in case the Medical decision is based on inaccurate, incomplete or misleading information.
    9. Primary Care. Our Medical team consists of medical professionals focused only on primary care. Therefore, all medical advice received through the Online consultation are received from primary care professionals (nurses, general or family physicians) and does not cover specialist doctor advice or analysis’, test and procedures outside the primary care scope. Our Services cover similar scope of services as provided by family physicians in Estonia.
    10. Service Location. You can use our Services either via Platform or at the physical rooms of our Partner Clinic. All online Services (such as Online consultations) are deemed to be provided in the country where we as a healthcare services provider are established and licensed (i.e., Estonia). All in-person / offline Services (such as in-person appointments, medical analyses and procedures provided by our Partner Clinics) are deemed to be provided at the location where the in-person / offline Service is physically delivered. 
    11. Means of Consultation. Our Platform enables you to have an Online consultation from distance via chat. An Online consultation is deemed to have started when you start a chat on the Platform. An Online consultation is deemed to have ended when our Medical team ends the chat.
    12. Services to Child. In case your Health plan includes children, you may use the Services for your underaged child whose legal representative you are, unless otherwise specified by the applicable laws. By using the Services for, in benefit of or in the name of your child, you confirm you have all legal rights to legally represent the child, act on its behalf, access its medical data and use the Services for and on behalf of the child. We or the Medical team may request to provide proof of evidence showing you are a legal representative of your child. Also, our Medical team is entitled to refuse to provide Services to you in case they have reason to doubt you are not a legal representative of the child. Consents given and actions taken by you as a legal representative are deemed to be consents and actions of the child.
    13. Family Doctor Registration (Estonia specific). As a value-add service in addition to our Health plan, we can help you to find a family doctor for you and your underaged child(ren) and assist you with the registration process. You acknowledge and accept that we are not responsible for the actions and inactions of any third party, including your family doctor. You are eligible to be registered with a family doctor if you meet the following criteria: a person must have (a) a valid public health insurance in Estonia (b) a valid Estonian identification document, such as residency permit, passport, identity card, with an Estonian identity code. You are aware that this is a service available only in Estonia.

      Although we cannot guarantee that a family doctor accepts you in their practice list, we will work on increasing your chances to get registered. In case we cannot get you registered with a family doctor within 12 months from starting your Health plan, you are entitled to request from us a refund in the amount equivalent to half of the price paid for family doctor registration provided the refund request has been sent to us within 14 months as of the start date of your Health plan. After cancelling your Health plan, you are entitled to remain in the practice list of the family doctor where you were registered through Salu.

    14. Data required for Service. To access and use the Services and receive adequate and accurate guidance or recommendations, you must provide to us certain personal data, including sensitive personal data (such as health related data), on the Platform to us. You are aware and agree that we or the Medical team may refuse to provide the Services or the Service quality may be lower in case you do not provide sufficient and accurate data to us or the Medical team. You confirm that all data you provide to us, the Medical team or a Partner clinic is relevant, true, accurate and complete. In addition, you are aware and accept that when rendering the Services, we or the Medical team may not be able to check your health data stored in any third party database (such as Terviseportaal), therefore, we cannot access this data ourselves. However, you hereby authorise our Medical team to access and process your data stored in the official health database (Terviseportaal or other).
    15. Data storage. When rendering the Services, we process (collect, create, store, etc.) certain personal data, including special category of personal data (incl. health data), about you. You acknowledge and accept that this data may be stored exclusively with us, unless it is mandatory by law to enter the data into the state-operated healthcare database. If you do not want us to process, including store, your data, you must stop using our Service and notify us of your request to stop processing your personal data. Furthermore, you authorise us to share your personal data to our Partner clinic only if the Services are delivered to you by a Partner clinic.
    16. Recording. We may record the chats, calls and video calls we have when rendering the Services. These recordings remain confidential and can be used, for example, for quality assurance or dispute resolution purposes.
    17. IP rights. When rendering the Services, we or the Partner clinic may create certain intellectual property rights (for example, health insights, recommendations, treatment plans, etc.). All intellectual property rights created during or in connection with rendering the Services belong exclusively to us and we have the full capacity to use such IP rights as we deem fit.
    18. Carve-outs. You acknowledge and accept that the Subscription fee does not entitle you to access and use the Services if a situation specified in the Carve-out occurs. If a Carve-out situation occurs, you may continue using the Services, but we are entitled to charge fees or request to reimburse our cost related to rendering Services in connection with the Carve-out situation.
  5. Our Health Plans

    1. Health plan. To access and use our Services, you need to have a valid Health plan, which you can choose and subscribe to on our Platform. By subscribing to a Health plan, you undertake to pay us a recurring monthly subscription fee each month (“Membership fee”) for the whole subscription period (“Membership period”) and, respectively, we undertake to enable you to access and during your Membership period use the Services covered with your Health plan, in accordance with the Terms of Service (“Health plan”). Before subscribing, you can review details of each Health plan. By subscribing to a Health plan, you confirm you have read, understood, accept and commit to the terms of the respective Health plan.
    2. Start and end of Health plan. Your Health plan starts on the date when you subscribe to the Health plan and ends on the last date of the Membership period.
    3. Types of Health plans. We have various Health plans available on the Platform, each Health plan having different scope of services on different terms of service. The Health plans have, amongst other, the following differences: (a) available Services; (b) Coverage Limits; (c) Membership period; (d) pricing (including Membership fee and other Fees) and share of medical cost carried by you (if any); (d) geographical area, where the Services can be accessed and used and/or (e) individuals entitled to use or benefit from the Services. Details of our Health plans are available on the Platform and our Homepage. You are entitled to access and use the Services in the scope and subject to the terms applicable to that Health plan.
    4. Coverage Limits. A Health plan defines a maximum amount for which you can use each Category of Services during your Membership period (“Coverage limit”). You are entitled to use the Coverage limits only within the Membership period, whereas unused Coverage limits terminate when the Membership period ends. Each Health plan may have a different Coverage limit for each specific Category of Services. Each time you use a Service, your Coverage limit will reduce in the amount equivalent to the Service Fee for the respective Service you used.

      Example: A Health plan entitles you to use Services under “Outpatient care” in the amount of 3,000 euros. The Service Fee for “General practitioner in-person appointment”, which falls under Category of Services “Outpatient care”, is 100 euros. If you have 20 general practitioner in-person appointments during the Membership period, your Coverage limit for Outpatient care is reduced by 2,000 euros (100 euros x 20 appointments) from 3,000 euros to 1,000 euros.
    5. Exceeding Coverage Limits. If you exceed the Coverage Limits, you may continue using the Services, but we are entitled to charge you the Service fee (or part thereof) for each use (or part thereof) exceeding the Limit.
    6. Membership period. Each Health plan defines its Membership period. A Membership period is the period (a) for which you commit to pay the Membership fee for accessing and using the Services included in your Health plan and (b) during which you can use the Services within the Coverage Limits. For example, a Membership period of a year (12 months) means you commit to pay the Membership fee each month for 12 consecutive months, starting from the start of your Health plan.

    7. Right to Refuse. A failure to pay the full Membership fee is sufficient grounds for us to refuse to provide you the Services.

    8. Automatic renewal. You acknowledge and accept that your Health plan and the respective Membership period renews automatically unless you cancel your Health plan before the end of your existing Membership period. For example, if you have a monthly Health plan and you have not cancelled it before your Health plan ends, then your Health plan automatically renews for a new Membership period (a month) until you have cancelled your Health plan. You authorise us to automatically charge you for each Health plan renewal. For the avoidance of doubt, we will not renew your Health plan and your Membership period only in case you notify us of your cancellation wish in accordance with this Agreement before your existing Membership period expires.
    9. Use in Your Country of Residence. When creating an Account, you define your country of residence. This is the country where you can use the Services available in your Health plan. We may refuse to provide you Services outside your country of residence.
    10. Waiting period. Your Health plan may specify a waiting period, which represents days following your Health plan start date during which some or all Services are inaccessible (“Waiting period”). Therefore, the waiting period is a Membership period, but during the waiting period the Services are not accessible at our cost. After the waiting period ends, all Services included in your Health plan become available.
  6. Appointment cancellation

    1. Cancellation by you. If you cannot participate at a scheduled appointment or you wish to cancel your appointment, you must cancel the respective appointment within 24 hours before the appointment, either by following the cancellation instructions on the Platform or respectively notifying us of the cancellation via email at hello@salu.md.

      In case you fail to duly cancel the appointment, we reserve the right not to refund the Fee paid for that appointment and/or charge you fees applicable for non-appearance to the visit or the relevant Service. For not appearing to the physical appointment, we may charge (and you hereby authorise us to charge) you the full price the Partner clinic charges all its (non-Saul) customers for such a physical appointment.
    2. Cancellation by us. We, the Partner Clinic or the Medical team have the right to refuse to provide the Services, cancel an appointment or Online consultation, in case you (i) breach your obligations under these Terms of Services; (ii) do not follow the requirements or instructions of ours or the Medical team, (iii) you have not responded to the Medical team within 20 minutes as of Medical team member’s last message on the Platform, (iv) you have unpaid Fees, (v) we, Partner Clinic or the Medical team deems it impossible, unreasonable, unlawful or too risky to provide any advice or consultation to you via the Platform, (vi) the Medical team deems it is not qualified to consult you on a given matter, (vii) you record the Medical team without its express written consent; (viii) you behave offensively or impolitely with us, the Partner Clinic or Medical team; (ix) the Medical team deems you to be inadequate to have a consultation (e.g., you are intoxicated, minor or in other way your legal capacity is limited) or (x) due to unforeseeable circumstances our Medical team cannot participate at the Medical consultation or render the Services.
  7. Limitations

    1. Service Limitations. Please be aware that our Services always do not replace physical doctor’s visits and may not be suitable for all health-related questions and events. Many questions may require physical examination, taking analysis’, complicated tests, visiting specialist doctor and/or take other suitable steps. Our Platform, our Services or your Health plan may not be able to help you in all these matters. We urge you to consult with your family physician or general practitioner or turn to the emergency room (incl. call an emergency line such as 112) if you have an emergency.
    2. Primary Care limitations. Although we aim to cover most of the primary care services, our Services may not include all services available through clinics, hospitals, family physician’s offices or general practitioners. We or the Medical team will instruct you on what services are included and excluded in the Services. Amongst other, you can find the list of available services from here.
    3. No Guarantees. You acknowledge and agree that we, Partner Clinic and/or the Medical team cannot give any warranties, promises or guarantees about the efficiency or successfulness of our Service nor healing or curing of any health issues.
    4. Maintenance. We are entitled to limit or stop providing Services if this is required due to technical updates, maintenance work, due to overload of usage, misuse of the Services, fraudulent activities, or any other reason we deem significant enough.
  8. Fees & Payments

    1. General. Our pricing, including fees, deductibles, limitations, and other expenses, may vary depending on the country where the Services are provided. The Fees and pricing applicable to you will be specified in the Health plans. When specifying your location during the registration process on our Platform, you determine in which country you wish to use our physical Services and, therefore, which pricing will apply to you. We reserve the right not to render you the Services outside your location (country or city) you have specified during the registration process.
    2. Other fees. The Membership fee may not include all expenses incurred when using our Services and providing the medical care. We and/or our Partner clinic may charge other fees for Services rendered on our Platform. For example, (a) we may offer you other value-add services in addition to the Services included in your Health plan or (b) specialist doctors’ visits, certain analyses and laboratory tests may be available for additional fees. Before incurring any such additional fees, we will inform you about such fees. If you do not accept these costs, you can refuse to use the respective Service.
    3. Pricing. You will pay us the Membership fee applicable to your Health plan at the time of payment. We reserve the right to change the pricing in accordance with the Terms of Service.
    4. Co-payment. If, according to the terms of service of your Health plan terms, you need to carry part of the cost for certain Services, you acknowledge and accept that we are entitled to charge you share of the cost for such Services you used. For example, if according to your Health plan, you will cover 20% of the dental care cost and you will use dental care in the amount of 200 euros (as determined by the Service Fees), then you will carry 40 euros of such cost. You hereby authorise us to charge you such Co-payments using the payment details provided to us.
    5. Discounts. We reserve the right to apply discounts and promotional pricing as we deem fit.
    6. Fair use. Our Online consultations are available based on our fair use policy. We may limit your access to our Services if we determine that you excessively use our Services. For example: (a) you use our Online consultations more than is deemed reasonable when compared to traditional general practice which is more than 12 Online consultations a year; (b) you cancel unreasonable number of appointments, within 6 hours of the scheduled appointment time more than 6 times a year; or (c) failure to attend 6 or more appointments without prior notice. In case you do not follow this fair use policy, we are entitled to refuse to provide any Services at our Partner Clinics and charge 20 euros per each Online consultation. For more information about reasonable use policy, please contact us at hello@salu.md.
    7. Cancellation of Health plan. If you want to cancel the Health plan, you must log in to your Account and cancel it. In case of cancellation, we will not charge any amounts for the next Membership period. However, we are entitled to keep fees, including Membership fees, incurred, payable or paid to us for the existing Membership period. For the avoidance of doubt, even if you cancel your annual Health plan before 12 months have passed from the start of Health plan, you still commit to keep you Health plan and pay for the whole Membership period.
    8. Changes in Pricing. We are entitled to amend the pricing as we deem fit in accordance with these Terms of Service. The pricing will be displayed on our Platform or otherwise informed thereof before using the Services. If we change a pricing which you already have, we will inform you about the changes one month in advance, and you are entitled to cancel your Health plan during that period. In case you do not cancel your Health plan during the one-month period, you accept pricing updates and authorise us to charge you the amounts specified in the updated pricing.
    9. Payment authorisation. By subscribing to our Service, you authorise us to charge the recurring Membership fees and other fees from your payment card.
    10. Sufficient balance. You undertake to keep sufficient balance to enable us to charge you for the fees incurred when using our Services. In case you fail to duly pay the amounts owed to us, we may limit the access to our Service and may notify third parties (including credit bureaus and similar debt registries) of the debt owe to us. Furthermore, you accept and agree that we may unilaterally (without your explicit consent) freely transfer or dispose our claims to third parties.
    11. Currency. All fees are calculated and paid in euros. When paying our Fees n other currencies, either your or our payment provider may convert all payments from your original currency to euros.
    12. Third party processor. Please be aware that we do not store your card details on our platform, we forward these to a licensed and renowned third-party service provider Stripe to store your card data and process the payments. The payment processing shall be handled in accordance with the processes and rules specified by Stripe.
    13. Claim for Refund. Should you have any complaints regards fees we have charged, you can submit these to us via hello@salu.md within 10 business days as of charging these fees. We reserve the right not to satisfy complaints submitted after this period.
  9. Carve-outs

    1. This section specifies the situations and circumstances (each situation or circumstance referred to as a “Carve-out event”) in which case we (Salu) nor a Partner clinic do not cover expenses for the Services you use. You acknowledge and accept that the Membership fee does not entitle you to access and use the Services if a situation specified in the Carve-out occurs. If a Carve-out situation occurs, you may continue using the Services, but we are entitled to charge fees or request to reimburse our cost related to rendering Services in connection with the Carve-out situation.

    2. You acknowledge and accept that each of the below situations or circumstances are considered as a Carve-out event:

      1. You use or wish to use the Services in violation to the Terms of Service and the Agreement.
      2. You use or wish to use the Services and the cost for such Services or any part of it is or can be covered, reimbursed or carried by any third person, such as public or private health insurance provider, employer, school, or yourself. For the avoidance of doubt, we are not obliged to cover any cost or expense related to the Services if such cost can or will be covered by a third party. If expenses related to Services are reimbursed to you, you agree to reimburse us all expenses related to the Services that were reimbursed to you.
      3. You use or wish to use the Services for health issues, symptoms or concerns which occurred at or before the start of your Health plan.
      4. You use the Services to cure or manage with, or that is otherwise related to a critical illness, unless critical illnesses are specifically covered in your Health plan.
  10. Data Protection

    1. Privacy policy. By submitting your data, using our Platform and/or our Services, you accept and agree with our Privacy policy (available here) that includes more information on how we process your personal data, instructions on your rights and how you can exercise such rights. By using our Service, you acknowledge and agree that an agreement on data processing is concluded between you and us.
    2. Confidentiality regarding the provision of Services. We highly value your privacy and sensitivity of the data you and the Medical team shares on the Platform. Therefore, all data shared on the Platform and/or during provision of the Services must be kept strictly confidential by the Medical team, you and us. You acknowledge and accept that we process your data based on the agreement concluded between you and us, in order for us to be able to render the Services to you.
  11. Liability

    1. Liability for medical advice by our Medical team. In case the healthcare services are provided by our Medical team, we are responsible for the suitability, effectiveness or correctness of the advice or recommendation provided our Medical team. You acknowledge and accept that we are only liable for the direct, monetary, and proven damages caused to you by us, unless damage is caused intentionally or due to gross negligence. For the sake of clarity, we are not responsible for non-monetary, indirect and/or unproven damages.
    2. Liability for medical advice by Partner clinic. In case the healthcare services are provided by our Partner clinic, you acknowledge and accept that we (Salu) as a technical platform are not liable for the correctness or accuracy of any medical advice or healthcare related service provided on our Platform and any consequences related to it, including, for suitability, effectiveness or correctness of any advice or recommendation provided by a Partner clinic or the Medical team. The Partner clinic and the Medical team consulting you on a health-related matter is responsible for the accuracy and correctness of the advice given to you. All complaints related to the medical advice or healthcare related services are handled by the Partner clinic.
    3. Platform Service Level. The Platform and the Service is provided on an “as is“ basis without any warranties or guarantees on any service level. We are not responsible for the performance of communication or data services, accuracy, completeness and functioning of the Services. We reserve the right to limit or stop the usage of our Platform or the Service as we deem necessary (for example, for technical updates). Every indication of a service level specified within our Platform or related to a Service is merely an indication of a potential or indicative service level, however, not a commitment to provide the Platform or deliver the Service with that service level. Furthermore, we are not responsible for any unavailability or inability to deliver Services which are caused by the Partner clinic or the Medical team.
    4. Liability scope. If we fail to comply with our obligations as set out by law and in these Terms of Service and you are not in breach of any of your obligations, then we will be responsible only for the direct and monetary damage you suffer that is a foreseeable result of our breach of these Terms of Service provided these damages are sufficiently proven and documented, unless damage is caused intentionally or due to gross negligence. We are not responsible for the breach of our obligations if it is caused partly or fully due to non-performance or non-compliance of these Terms of Service by you. Our liability is limited to an amount equal to ten times the total Fees you have paid to us within the twelve calendar months preceding the breach.
  12. Complaints & Termination

    1. Complaint handling process. If you have any complaints regards our Services, you undertake to write to us at hello@salu.md within 10 business days as of the date when you used or received the Service. You agree that after this period, your rights to complaints regards the Services will terminate and we reserve the right not to process or satisfy your complaint.
    2. Feedback to third parties. Nothing in these Terms of Service limits your right to turn submit feedback or complaint to (i) Estonian Health Insurance Fund (info@haigekassa.ee); (ii) Estonian Health Board (info@terviseamet.ee); or Expert Committee for Quality of Healthcare Services at the Estonian Ministry of Social Affairs (info@sm.ee).
    3. Term of the Agreement. The Agreement is concluded between you and us for an undefined term. If either you or us wishes to terminate the agreements between us, it needs to notify the other party 30 days prior to the end of their relevant Membership period. All fees which are outstanding shall be paid on the last date of the Agreement validity. In case of a breach of the Agreement, we reserve the right to terminate the Agreement without prior notice.
    4. Termination by us. Regardless of the foregoing, we are entitled to terminate the Agreement, including your Health plan and all Services you have ordered from us, by giving a 30-day prior notice to you. In case at the termination moment you have prepaid for certain Services which you not yet received, you are entitled for a refund of the amount you have already paid, but where we have not rendered the Services at the termination date.
  13. Legal

    1. Communication. All communication between us (incl. legal communication) will be in English. You accept and waive the right to communicate in Estonian or in any other language.
    2. ToS of Partner clinic. By starting the Online consultation or using Services at Partner clinic, you accept and agree with the terms of services and the privacy policy of our respective Partner clinic, and therefore duly conclude an agreement with our Partner clinic. All communication with us and the Partner clinic may be held in either English, Russian or Estonian language. List of our Partner clinics is here.
    3. Changes in Agreement. We reserve the right to unilaterally change the Terms of Service or Privacy Policy by publishing the updated notices on our website and notifying you accordingly 30-days in advance. Should you not agree with our Terms of Service or Privacy Policy, you must suspend using the Platform and our Services and terminate our Agreement by notifying us accordingly via hello@salu.md.
    4. Governing law & Jurisdiction. The use of our Platform, our Services, these Terms of Service and Privacy Policy shall be governed by the Estonian law.  Any disputes arising from our relationship will cannot be solved through amicable negotiations shall be resolved by the County Court of Harju. In case you are located outside Estonia, you acknowledge and accept that all disputes stemming from this Agreement and our relationship will be solved at the County Court of Harju.
  14. A bit more…

    1. Our Terms of Service and Privacy Policy is available on our website https://salu.md. Should you wish to receive a copy of the  Terms of Service, or you wish to contact us regards any other matter, please reach out to us at hello@salu.md.

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