Terms of Service

By accessing or using AyudaMedico's website, mobile applications, or services (collectively, the "Services"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not use our Services.

These Terms constitute a legally binding agreement between you ("User," "you," or "your") and AyudaMedico ("AyudaMedico," "we," "us," or "our"), a platform operating under the laws of the United Mexican States. Your use of our Services indicates your acceptance of these Terms and our Privacy Policy, which is incorporated herein by reference.

We reserve the right to modify these Terms at any time. Material changes will be communicated through email or prominent notice on our website. Your continued use of our Services after such modifications constitutes acceptance of the updated Terms.

2.1 Platform Features

AyudaMedico is a software platform that offers tools to help users find, communicate with, and coordinate with independent service providers. Depending on availability, features may include:

• Information and booking tools for diagnostic testing and screening offered by independent laboratories
• Tools to find or communicate with physicians and other independent providers
• Scheduling and coordination tools for services offered by independent infusion centers
• Software tools to create and access prescription records; these do not certify legal validity or acceptance by pharmacies
• Displaying or delivering information and records provided by users and service partners
• Health information and assessment tools for general informational use
• Tools to support insurance-related document and claim workflows
• Subscription access to platform features and information
• Hospital room and operating theater inquiry tools
• An informational directory linking to external pharmacy search pages
• Educational resources

2.2 Multi-Role Platform

AyudaMedico operates a multi-stakeholder ecosystem that includes:

• Patients — individuals using platform features and seeking services from independent providers
• Doctors — physicians who use the platform to communicate with patients and manage their own professional activities
• Laboratories — organizations that may use platform tools to process or deliver test information
• Infusion Centers — organizations that may use platform tools to coordinate their services
• Human Resources (HR) — personnel managing operational people workflows, provider seats, and hospital records
• Agents — sales or support representatives assisting platform users (employed or contractor)
• Managers — supervisory personnel overseeing agents, operations, and test request queues (employed or contractor)
• Accountants — financial personnel managing billing, approved commissions, and provider disbursements
• Insurance Partners — insurers coordinating coverage and claims
• Representatives — users whose platform role allows them to promote doctors or create appointments on their behalf

2.3 Service Limitations

Our Services are subject to the following limitations:

• Services are currently available within the United Mexican States
• Certain tests and services may require physician authorization
• Result delivery times vary based on test complexity and laboratory processing
• Insurance coverage depends on the patient's specific plan and partner insurer
• Services may be temporarily unavailable for scheduled maintenance or technical issues

2.4 Not Emergency Services

Our Services are NOT for medical emergencies. If you are experiencing a medical emergency, call 911 (Mexico) or visit your nearest emergency room immediately. Do not use our Services for urgent medical situations requiring immediate attention.

2.5 Outbound Pharmacy Directory Disclaimer

AyudaMedico operates an informational directory with links to third-party pharmacy search pages. IMPORTANT:

• AyudaMedico is NOT an online pharmacy (farmacia con venta en línea), medication distributor, manufacturer, or pharmaceutical retailer.
• AyudaMedico does NOT sell, warehouse, hold inventory, broker, price-control, dispense, or ship medications.
• Outbound links navigate directly to third-party public retail search pages. AyudaMedico makes no warranties regarding external pricing, product availability, in-stock status, or fulfillment.
• Purchases or transactions completed on third-party pharmacy websites are subject entirely to the terms and conditions and privacy policies of those respective third-party retailers.

2.6 Hospital Room & Operating Theater (OT) Requests

The platform provides tools for physicians to send room and surgical operating theater availability inquiries to hospital contacts. AyudaMedico is NOT a hospital, surgical center, or inpatient facility, and does NOT guarantee hospital admissions, operating theater bookings, or clinical outcomes.

2.7 Third-Party Transportation (Uber Ride Deep Links)

For the convenience of patients and their authorized representatives, our platform provides deep links to request transportation to confirmed appointments via third-party ride-hailing services (such as Uber). Transportation is provided independently by third-party transportation network companies subject to their own terms and conditions. AyudaMedico does not operate transportation services, employ drivers, or assume liability for transit delays, vehicular accidents, cancellations, or transit incidents.

3.1 Eligibility Requirements

To use our Services, you must:

• Be at least 18 years of age, or the age of majority in your jurisdiction
• Have the legal capacity to enter into binding contracts under Mexican law
• Reside in or be located within the United Mexican States
• Provide accurate, complete, and current registration information
• Not be prohibited from using our Services under applicable law

3.2 Minor Consent

Services for minors (under 18) require written parental or legal guardian consent. The consenting adult assumes full responsibility under these Terms for the minor's use of our Services.

3.3 Role-Based Access

Access to certain features is restricted by user role (Patient, Doctor, Lab, Infusion Center, HR, Agent, Manager, Accountant, Representative). You agree to use only the features and data accessible to your assigned role and not to attempt to access features outside your authorization. Contractor personnel agree that access to salary and payroll claims is restricted according to their specific contractual engagement.

3.4 Account Security

You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Immediately notifying us of any unauthorized access or security breach
• Ensuring your account information remains accurate and current
• Not sharing your account credentials with others

4.1 Not a Substitute for Medical Care

IMPORTANT MEDICAL DISCLAIMER: AyudaMedico provides software and coordination tools, not medical care. Information displayed on the platform is for general informational purposes and is not medical advice, diagnosis, or treatment. Seek advice from an independent qualified healthcare professional for personal medical decisions.

4.2 Healthcare Provider Relationship

AyudaMedico operates software and coordination tools; it is not itself a healthcare provider. Use of the platform does not create a doctor-patient relationship with AyudaMedico. Any professional relationship is determined by the user and the independent professional involved. You should:

• Consult with your personal physician about test results and their clinical significance
• Not delay seeking medical attention based solely on our content or risk assessments
• Discuss any health concerns with qualified healthcare professionals
• Follow up on abnormal results with appropriate medical care
• Maintain regular care with your primary care provider

4.3 Test Limitations

Laboratory tests and screening services have inherent limitations:

• No test is 100% accurate; false positives and false negatives can occur
• Screening tests may not detect all cases of disease
• Results must be interpreted within the appropriate clinical context
• Follow-up testing may be necessary for a conclusive diagnosis
• Results reflect the patient's condition at the time of sample collection only

4.4 Prescription Software Features

The platform may provide tools for professionals to prepare prescription records and may display a folio, integrity value, or link to a platform record. These software features do not constitute regulatory approval or establish that a prescription is legally valid:

• The prescribing professional is responsible for the clinical decision, prescription content, and determining which requirements apply
• The platform does not certify a professional credential, prescription, digital signature, or compliance with a particular legal standard
• A platform folio or record link does not authenticate a prescription for a pharmacy or guarantee acceptance or dispensing

4.5 Medication and Prescribing Requirements

Platform restrictions on medication requests are software controls and are not a complete legal determination. Prescribers are responsible for independently confirming applicable requirements and using a legally permitted prescribing method.

4.6 Platform Records

Platform record features do not establish statutory record status, immutability, or a specific retention period. Independent professionals and organizations are responsible for records they create or maintain and for applicable recordkeeping requirements.

5.1 Accurate Information

You agree to provide:

• Truthful and accurate personal and medical information
• Complete medical history relevant to the requested services
• Current and valid insurance information when applicable
• Updated contact information for result delivery and communications
• Honest responses to health questionnaires and risk assessment tools

5.2 Prohibited Uses

You agree NOT to:

• Use the Services for any unlawful purpose under Mexican or international law
• Impersonate another person, patient, or healthcare professional
• Submit false, fraudulent, or misleading information
• Attempt to gain unauthorized access to our systems, databases, or other users' data
• Interfere with, disrupt, or degrade the performance of the Services
• Use automated systems, bots, or scrapers to access the Services without authorization
• Violate any applicable laws, regulations, or professional codes of conduct
• Infringe upon the intellectual property rights of AyudaMedico or third parties
• Transmit harmful code, malware, or any disruptive content
• Engage in any activity that could harm AyudaMedico, its partners, or other users

5.3 Sample Collection

For laboratory tests requiring sample collection, you agree to:

• Follow all collection and preparation instructions provided by the laboratory
• Properly store and transport samples as directed
• Understand that improper collection or handling may affect the accuracy of results
• Comply with all applicable shipping and handling requirements

5.4 Partner Obligations (Doctors, Labs, Agents, Managers)

If you are a registered partner (Doctor, Laboratory, Agent, Manager, Accountant, or Representative), you additionally agree to:

• Comply with all applicable professional licensing and regulatory requirements in Mexico
• Maintain accurate and up-to-date professional credentials and certifications
• Adhere to AyudaMedico's partner code of conduct and operational guidelines
• Accurately report commissions, billings, and financial transactions through the platform
• Maintain patient confidentiality in accordance with Mexican health data protection laws

6.1 Pricing

Prices for our Services are displayed on our platform in Mexican Pesos (MXN) and are subject to change. We reserve the right to modify pricing with prior notice. You agree to pay all fees associated with Services you request.

6.2 Insurance Coordination

If using insurance coverage through a partner insurer:

• You are responsible for verifying your coverage, benefits, and eligibility
• We will coordinate claims submission on your behalf when applicable
• You remain responsible for any amounts not covered by your insurance plan
• Deductibles, copayments, and coinsurance are your responsibility
• We cannot guarantee insurance payment, approval, or coverage

6.3 Subscription Plans

AyudaMedico offers subscriptions that provide access to platform features and information. Subscription fees are billed on a recurring basis as specified at enrollment. You may cancel a subscription subject to the cancellation terms applicable to that plan.

6.4 Payment Methods

Available payment methods may include credit cards, debit cards, or electronic transfers. Payment processing may involve third-party providers; their handling of payment information is subject to their own terms and privacy information.

6.5 Commissions & Partner Payments

Commissions and payments to Doctors, Labs, Agents, Managers, and Representatives are calculated and disbursed through the platform in accordance with the applicable partner agreement. Disputes regarding commissions must be raised within 30 days of the relevant transaction.

6.6 Refund Policy

Due to the nature of laboratory and diagnostic services:

• Refunds are generally not available once specimens have been processed by the laboratory
• Cancellations must be requested before sample collection or service delivery
• We will work with you in good faith to resolve billing disputes
• Subscription plan refunds are subject to the terms of the specific plan

7.1 Our Intellectual Property

All content, features, and functionality of our Services, including but not limited to:

• Text, graphics, logos, images, and software
• Trademarks, service marks, and trade names
• Website design, layout, and architecture
• Risk assessment algorithms, proprietary tools, and methods
• Educational content, medical information, and platform data

are owned by AyudaMedico or our licensors and are protected under applicable Mexican and international intellectual property laws.

7.2 Limited License

We grant you a limited, non-exclusive, non-transferable, revocable license to access and use our Services for their intended purpose. You may not:

• Reproduce, modify, or create derivative works from our content
• Distribute, sell, or transfer any content or platform features
• Reverse engineer or decompile any software or algorithms
• Remove copyright, trademark, or proprietary notices
• Use our trademarks or branding without prior written permission

Our collection, use, and disclosure of personal information is described in our Privacy Policy and is subject to applicable requirements.

Our platform privacy practices include:

• Information about the personal data handled by platform features
• Account and role-based permissions where applicable
• Information about how to contact us with privacy requests
• Safeguards designed to help protect information; no online service can promise absolute security

9.1 AI-Assisted Services

Some platform software features use artificial intelligence (AI). These features do not provide medical diagnosis or treatment. AI-assisted features may include:

• AI-generated drafts or summaries based on information submitted for a platform workflow
• Automated extraction and pre-filling of insurance claim forms from uploaded documents
• AI-assisted content generation for laboratory test descriptions and educational materials
• Intelligent chat assistance for platform navigation and general health information queries

9.2 Third-Party AI Services

Some AI features use third-party AI services. Information submitted for a task may be transmitted to the service provider for processing. The provider and data handling depend on the feature and its configuration:

• Review applicable provider privacy information before using an AI feature
• AyudaMedico does not make a blanket representation here about provider retention, model training, or contractual terms
• Do not submit information that is not needed for the requested task

9.3 AI Limitations & Medical Disclaimer

AI-generated outputs on our platform are subject to the following limitations and conditions:

• AI-generated material is software output, not medical advice, diagnosis, prescription, or treatment
• Users and professionals should independently review AI outputs before relying on them
• AI systems may produce inaccurate, incomplete, or contextually inappropriate outputs — you should not rely solely on AI-generated content for medical decisions
• AyudaMedico does not guarantee the accuracy, completeness, or fitness for purpose of any AI-generated content
• You agree to use AI-generated outputs as supplementary information only, in conjunction with professional medical advice

9.4 User Consent to AI Processing

Use an AI-assisted feature only if you understand that information submitted for the task may be processed by a third-party provider:

• Only submit information needed for the feature
• AI-generated outputs may be stored in platform records when a feature saves them

9.5 Opting Out of AI Features

AI features may not be available for every workflow. Contact us with questions about a specific feature or its processing.

9.6 AI Audit Logs

Platform records may capture information about AI feature use for operation or security. Record contents, access, and retention depend on the feature and applicable requirements.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE MEXICAN LAW:

10.1 Disclaimer of Warranties

THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

10.2 Limitation of Damages

AYUDAMEDICO SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, OR GOODWILL, ARISING FROM:

• Your use or inability to use the Services
• Any unauthorized access to or use of our servers or user data
• Any interruption or cessation of Services
• Any errors or omissions in content or test results
• Any defect, delay, or failure in Services or laboratory processing

10.3 Maximum Liability

OUR TOTAL LIABILITY TO YOU FOR ALL CLAIMS ARISING FROM OR RELATED TO THE SERVICES SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

10.4 Exceptions

Nothing in these Terms limits our liability for fraud, gross negligence, or any liability that cannot be excluded under applicable Mexican law.

You agree to indemnify, defend, and hold harmless AyudaMedico, its affiliates, officers, directors, employees, agents, partner laboratories, partner physicians, and service providers from and against all claims, damages, obligations, losses, liabilities, costs, and expenses arising from:

• Your use or misuse of the Services
• Your violation of these Terms
• Your violation of any third-party rights, including intellectual property or privacy rights
• Your violation of any applicable Mexican law or regulation
• Any information or content you provide through the Services
• Any breach of your professional obligations as a partner (if applicable)

12.1 Informal Resolution

Before initiating any formal legal proceedings, you agree to attempt to resolve the dispute informally by contacting us at the email address provided in the "Questions About These Terms?" section below. We will attempt to resolve the dispute through good faith negotiations within 30 calendar days.

12.2 Governing Law & Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the United Mexican States, specifically the applicable federal and local laws of Ciudad de México. Any disputes that cannot be resolved informally shall be submitted to the competent courts of Ciudad de México, with both parties expressly waiving any other jurisdiction that may apply by reason of their present or future domicile.

12.3 Consumer Protection

Nothing in these Terms limits your rights as a consumer under the Ley Federal de Protección al Consumidor (PROFECO) or any other applicable Mexican consumer protection legislation.

13.1 Termination by You

You may terminate your account at any time by contacting our support team. Termination does not relieve you of obligations for fees incurred before the termination date.

13.2 Termination by Us

We reserve the right to suspend or terminate your access to the Services:

• For violation of these Terms or our platform policies
• For fraudulent, abusive, or illegal activity
• If we cease offering Services in your region
• For non-payment of outstanding fees
• For any other reason, with or without prior notice, as permitted by law

13.3 Effect of Termination

Upon termination:

• Your right to access and use the Services immediately ceases
• We may deactivate your account and associated data (subject to legal retention requirements)
• Outstanding financial obligations remain enforceable
• Provisions that by their nature should survive termination shall continue in effect

14.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the United Mexican States, without regard to conflict of law provisions.

14.2 Severability

If any provision of these Terms is found to be unenforceable or invalid under applicable law, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.

14.3 Assignment

You may not assign or transfer these Terms or your rights hereunder without our prior written consent. AyudaMedico may assign these Terms without restriction in connection with a merger, acquisition, or sale of assets.

14.4 Entire Agreement

These Terms, together with our Privacy Policy, Aviso de Privacidad, and any other policies referenced herein, constitute the entire agreement between you and AyudaMedico regarding the Services and supersede all prior agreements.

14.5 Waiver

Our failure to enforce any right or provision of these Terms shall not be deemed a waiver of such right or provision.

14.6 Force Majeure

We shall not be liable for any delay or failure to perform resulting from causes beyond our reasonable control, including acts of God, natural disasters, war, terrorism, pandemic, labor disputes, government actions, or infrastructure failures.

14.7 Language

These Terms are provided in English and Spanish. In the event of any conflict or inconsistency between the two versions, the Spanish version shall prevail for users located in Mexico.