Terms and conditions | Medinova Grup

Last updated: 19/12/2025

1. OWNERSHIP OF THE WEBSITE

In compliance with Article 10 of Law 34/2002, of July 11, on Information Society Services and Electronic Commerce (LSSI-CE), it is reported that the owner of the website medicalvisitservices.com (hereinafter, “the Website”) is:

Registered Name / Owner: MediNova Grup SL
Tax ID (NIF/CIF): B56377492
Registered Office: Calle Albareda 14, entlo-1, Hospitalet de Llobregat 08904, Barcelona, Spain.
Email: info@medicalvisitservices.com

2. OBJECT AND SCOPE OF APPLICATION

These General Contracting Terms regulate the commercial relationship between Medical Visit Services and the user (hereinafter, “the Client” or “Patient”) who contracts the services offered through the Website.

The services offered include, but are not limited to: home medical visits, online video consultations, prescription renewals, private ambulance services, and medical assistance.

Contracting these services implies full and unreserved acceptance of each and every one of the conditions set forth herein.

3. PRICES AND PAYMENT METHODS

The prices of the services are shown in Euros (€) and include the Value Added Tax (VAT) in force in Spain, unless expressly stated otherwise or if the medical service is exempt from said tax according to tax legislation (Art. 20 One. 3º Law 37/1992).

Fixed prices: Some services (e.g., Prescription renewal) have a closed price visible on the website.
Prices on request: Services such as ambulances or emergencies may require a prior valuation (“Price on request”). The final price will be communicated to the Client prior to the confirmation of the service.

Payment will be made through the secure payment gateways enabled on the Website (credit/debit card, etc.).

4. SHIPPING AND SERVICE EXECUTION POLICY

Given the nature of the activity of Medical Visit Services, the Client acknowledges and accepts that no physical products are shipped.

The “delivery” is considered made upon the provision of the contracted medical or assistance service:

In-person Services (Home Visit/Ambulance): The service is considered “delivered” when the healthcare professional arrives at the address provided by the Client at the agreed time or with the required urgency.
Digital Services (Video Consultation/Prescriptions): The service is considered “delivered” when the video connection is made or the electronic prescription/report is sent to the Client’s email or phone.

Client Responsibility: It is the Client’s responsibility to provide an exact address and be available at the agreed time. In the event that the professional travels to the location and the Client is not present, the service will be considered executed, and no refund will be issued.

5. RIGHT OF WITHDRAWAL, CANCELLATIONS, AND REFUNDS

In accordance with Royal Legislative Decree 1/2007, of November 16 (General Law for the Defense of Consumers and Users):

5.1. Exceptions to the Right of Withdrawal

The Client has the right to withdraw from the contract within a period of 14 calendar days without need for justification, EXCEPT where one of the exceptions of Article 103 applies:

Provision of services: The right of withdrawal will not be applicable once the service has been fully executed, or when the execution has begun with the Client’s prior express consent.
Health and urgency: Due to the immediacy and nature of medical services (e.g., dispatching an ambulance or urgent visit), once resources have been mobilized, withdrawal is not possible.

5.2. Voluntary Cancellation Policy

Understanding that unforeseen events may arise, Medical Visit Services offers the following flexible cancellation policy:

Notice more than 24 hours in advance: The Client may cancel or reschedule the appointment at no cost. A full refund of the amount paid will be issued.
Notice less than 24 hours in advance: Cancellation will entail a charge of 50% of the service amount as management fees and reservation of the professional’s availability.
Cancellation of urgent/immediate services: If an immediate execution service is requested (e.g., “doctor now” or ambulance), cancellations are not admitted once the professional or vehicle has set off towards the destination.

5.3. Returns (Not applicable to physical products)

Since there is no delivery of tangible goods, the “product return” policy does not apply. Any claim regarding the quality of the medical service provided must be processed through our Customer Service department.

5.4. Refund Processing

In the event that a refund is applicable (due to timely cancellation or impossibility of providing the service for reasons attributable to the company):

The refund will be made using the same payment method used by the Client.
The period to receive the refund will range between 5 and 10 business days, depending on the Client’s banking entity.

6. LIABILITY

Medical Visit Services acts as an intermediary and provider of healthcare services. Medical responsibility lies with the registered professionals attending the patient. The company shall not be held liable for non-compliance due to force majeure (natural disasters, telecommunication outages, etc.) or for false or inaccurate health information provided by the Client.

7. CUSTOMER SERVICE AND CLAIMS

For any questions, cancellations, or claims, the Client may contact us via:

Email: info@medicalvisitservices.com
Phone/WhatsApp: +34 644 67 98 79

Official complaint forms (hojas de reclamaciones) are available to the consumer at our registered office.

8. APPLICABLE LAW AND JURISDICTION

These conditions shall be governed or interpreted in accordance with Spanish legislation. For the resolution of any controversy, the parties submit to the courts and tribunals of the consumer’s domicile (if an individual) or those of Barcelona (if the client is a company), unless the law provides otherwise.