Terms & conditions

What Doctigo is, and what it is not

Doctigo is operated by Aevux S.à r.l.-S, established in Luxembourg. Luxembourg Trade and Companies Register (RCS) number: B292496. Doctigo connects patients with independent healthcare practitioners and provides the tools to book and manage appointments. Doctigo is not a healthcare provider: we do not give medical advice, we do not choose your practitioner for you, and nothing on the platform replaces a consultation with a qualified professional.

In a medical emergency, do not book an appointment: call 112 immediately.

This is a pilot

Doctigo is currently running a pilot: a limited period, with a small number of practices, so the service can be proven with real appointments before it opens more widely. Features may change or be withdrawn during it, and the service may be unavailable at times we have not planned for.

Patients pay nothing to use Doctigo during the pilot, and no commission is taken on any appointment. What a practice pays, if anything, is what it agreed with us separately.

When the pilot ends, the service may stop, continue, or pass to a successor entity. Your appointments and the records your practice keeps do not disappear with it: the practice stays responsible for its own patient records under its professional obligations, and we will tell you before anything changes about where your data is held or who holds it. If you want to know where things stand, write to guilherme.sequeira@aevux.com.

Your account

You can browse and book as a guest, or create a free patient account to see and manage your bookings. To create an account you must be at least 16 years old and provide accurate information.

Keep your password confidential: you are responsible for activity on your account. Choose a strong password (we require at least 12 characters), and tell us immediately at guilherme.sequeira@aevux.com if you believe your account has been compromised. We may suspend an account to protect it or the platform.

Practitioner and front-desk accounts can turn on two-step sign-in, which asks for a code from an authenticator app as well as the password. It is optional, and it applies from the moment it is set up. If you ask us to remember a browser, that browser skips the second step for 15 days; changing your password or turning two-step sign-in off cancels every remembered browser straight away.

Bookings and cancellations

A booking made on Doctigo is a request for a specific time with the practitioner you selected. Most practices confirm on the spot and you receive a confirmation immediately. Some prefer to review requests first: the slot is held for you, and the practice then confirms or declines it, and you are told either way. Booking is free for patients and Doctigo charges patients nothing; practitioners pay a subscription, never a commission on your appointment.

You do not type the reason for your visit. You choose it from the list the practitioner has set up, and it is required whenever they have set up any. It is shared with the practice to prepare your consultation, and it is protected as health data under our privacy policy.

Some practices also ask for a social security number, a postal address, your date of birth or gender, or let you add a note for the practitioner when you book. Each is off unless that practice has turned it on, and the form does not show it otherwise.

If you cannot attend, cancel as early as you can so the slot can go to another patient. You can cancel from your account if you have one, and the confirmation email for a guest booking contains a link that cancels the appointment without signing in. That link stays valid well beyond the appointment date, and anyone who can read the mailbox can use it, so do not forward the email. Practitioners may record a missed appointment as a no-show. Repeated abusive behaviour (fake bookings, systematic no-shows) may lead to suspension.

The waiting list

If the times you want are taken, you can join a practitioner's waiting list for a one-hour window. A place in the queue is not a booking, and it is not a promise that a slot will appear.

The queue is first come, first served. When a slot inside your window frees up, the person at the head of the queue is emailed a link, and the slot is held for them alone for a limited time, 30 minutes by default. The link works once. If you do not answer before it expires, the offer passes to the next person and your place in that queue ends.

Accepting an offer creates a real appointment, and everything in “Bookings and cancellations” applies to it from that moment. You can leave a queue whenever you like. One email address can hold up to ten live queue places across all practitioners.

Reviews

You can review a practitioner you have actually seen. Reviews are open to signed-in patients with a confirmed email address and a completed appointment with that practitioner. You leave one review per practitioner; posting again replaces the one you left.

A review is public. What you wrote and your first name appear on that practitioner's profile, where anyone can read them. You can post anonymously instead, and then your name is shown to nobody, including the practitioner. Anonymity is about what is displayed: we keep the link between you and your review, because that is how you edit or delete it and how we check you were entitled to write it.

Write about your own experience. You can delete your review at any time. A practice can hide a review from the public, or publish it without the written comment, but it cannot edit your words. If you believe a review about you is unlawful or breaks these terms, write to guilherme.sequeira@aevux.com.

For practitioners

Practitioner accounts are created by Doctigo as part of onboarding, and so are front-desk accounts. A front-desk account acts for the practitioners it is assigned to: it sees their agenda and waiting room, including patient contact details and the reason for visit, and nothing beyond that. Ask us to create, change or remove one; you cannot do it yourself, and that is deliberate. By listing your practice you confirm you are a qualified professional entitled to provide the services you present, and you keep your profile and availability accurate.

Your plan is the one you agreed with Doctigo. There is no self-service billing on the platform: we set the tier on your account after invoicing, and you change it by asking us. Doctigo takes no commission on appointments.

Several settings decide what your booking form asks patients for beyond a name and contact details: a social security number, a postal address, date of birth, gender, or a note field for the patient to fill in. All are off by default, and that default is deliberate: each one identifies or reveals something about a patient beyond what booking a slot requires. Turning one on is your decision as controller, and you need your own legal basis and your own reason for needing it.

You are the controller of the medical records you keep about your patients and are responsible for meeting your own professional, deontological, and legal obligations, including medical secrecy.

Acceptable use

You agree not to:

• book appointments you do not intend to attend, or make bookings on behalf of someone without their permission;
• post a review that is untruthful or abusive, that discloses someone else's health information, or that you are writing on someone else's behalf;
• access or attempt to access data that is not yours, or probe, scan, or test the platform's security;
• scrape, copy, or republish platform content or practitioner data;
• use the platform for any unlawful purpose or in a way that could harm other users, practitioners, or the service.

Intellectual property

The Doctigo software, design system, name and logo are proprietary and remain with their rights holder; they are operated under a licence, and operating the platform grants no ownership of it. Practitioner profile content belongs to the practitioner who published it, and a review belongs to the patient who wrote it. You receive a personal, non-exclusive, non-transferable right to use the platform for its intended purpose, and no right to copy, republish, or build on any part of it.

Your data

How we handle personal and health data is described in our privacy policy, which forms part of these terms and sets out in full where it is processed and by whom.

Availability and disclaimers

We work to keep Doctigo available around the clock, but we cannot promise uninterrupted service: maintenance, updates, or events beyond our control may cause downtime. Appointment availability is managed by practitioners; Doctigo does not guarantee that a given practitioner, slot, or service will be available.

Practitioners are independent professionals. Doctigo is not a party to the care relationship between you and your practitioner and is not responsible for the medical services provided.

Liability

Nothing in these terms limits liability that cannot be limited by law. Beyond that, Doctigo's liability is limited to damage caused by our own gross negligence or wilful misconduct; we are not liable for indirect damage, or for the acts of practitioners or other users. Your statutory rights as a consumer remain unaffected.

Suspension and termination

You can stop using Doctigo and request deletion of your account at any time. We may suspend or terminate access to the platform for breach of these terms, security risk, or where required by law, using the least severe measure that resolves the situation.

Changes to these terms

We may update these terms as the service evolves. The date at the top always reflects the current version, and significant changes will be announced in the app or by email before they take effect.

Governing law and disputes

These terms are governed by the laws of the Grand Duchy of Luxembourg, and disputes belong to the courts of Luxembourg, without affecting mandatory consumer protections in your country of residence. The European Commission also provides an online dispute-resolution platform at ec.europa.eu/consumers/odr.

Questions or complaints: guilherme.sequeira@aevux.com.