Terms and Conditions
1. Acceptance of this service's Terms and Conditions
By using this service you are deemed to understand, consent to and agree to be legally bound by these Terms and Conditions. If you do not understand and agree to these terms and conditions you should not use this service.
2. Terminology
The term 'MyClinic' is the trading name of On Line Health Care Limited.
The term 'the HealthHero Ireland website' means the URL www.healthhero.ie and associated pages.
The term 'doctor' or 'doctors' means a doctor or doctors working at HealthHero Ireland who are registered as medical practitioners with the Ireland Medical Council.
The term 'law' shall be construed as a reference to any law (including common or customary law), statute, judgment, regulation, directive, bye law, order, ordinance or any other legislative measure of any government, supranational, local government, statutory or regulatory body or court, in each case having the force of law.
The term 'Terms and Conditions' comprises of paragraphs 1 to 16 and includes the Privacy Policy and the Disclaimer.
3. Responsibility of our doctors for their patients
Our doctors take exactly the same personal responsibility for each patient as they would if they were seeing a patient face to face. The online nature of this service in no way diminishes the professional obligations that our doctors owe to a patient. Similarly, the existence of On Line Health Care Limited as the legal entity behind the HealthHero Ireland service in no way seeks to diminish the professional obligations that our doctors owe to a patient. The material and information available on the HealthHero Ireland website is intended for informational purposes only, and does not constitute health or other advice nor should it replace face-to-face consultations with your own family doctor or medical specialist. Please consult a health care professional for specific recommendations about your condition. In addition, the information made available on the HealthHero Ireland website changes rapidly and therefore, some of the information may be out of date. You agree to bear all risk associated with the use of or reliance on any such information, and release and hold On Line Health Care harmless from any cause of action that may arise in connection with your reliance on information contained in the HealthHero Ireland website.
4. The importance of providing true, timely and complete information
You agree that all information that you provide to our doctors will be true and complete to the best of your knowledge and that you will not purposefully omit to provide information that could reasonably be judged to be potentially relevant to our doctors in providing the service. You should not register or complete questionnaires on behalf of anyone other than yourself.
5. Scope of services provided
5.1 Our doctors provide medical services including online video consultations for general medical conditions, and a repeat prescribing service for a limited number of conditions.
5.2 Because HealthHero Ireland is not a pharmacy we do not dispense or deliver any medicines.
5.3 HealthHero Ireland provides a home blood testing and screening service through our accredited partner laboratory and courier service.
5.4 HealthHero Ireland provides a platform for users to access secure online consultations with a range of healthcare professionals, including but not limited to, psychologists and mental health counsellors, physiotherapists, medical consultants and nurses.
5.5 Registered users have access to their own individual personal electronic healthcare record on the HealthHero Ireland website and mobile application.
6. Prescriptions written by our doctors
a. You agree that any medicine our doctors prescribe will be solely for your own personal use and that you will not allow any other person to take the medicine.
b. You agree that you will take any prescription that our doctors issue to a traditional 'bricks and mortar' pharmacy and that you will not seek to order your medicines from an internet pharmacy as this is illegal under Irish law.
c. You agree that before taking any medicine that our doctors have prescribed you will read all the information that the doctor has provided you with both online and in printed form, you will read the manufacturer's Patient Information Leaflet that accompanies the medicine and you will follow any advice that the dispensing pharmacist provides you with. If the advice that the dispensing pharmacist provides you with contradicts the advice provided by our doctors, you agree that you will contact us for further advice before taking the medicine.
d. You agree that if our doctors prescribe a medicine and you suffer from any noticeable side-effects, you will contact us to allow our doctors to fulfil their duty of after-care and to allow them to monitor the effectiveness of all medicines that they prescribe.
7. Informing your existing doctor about any treatment that is prescribed
You agree that if our doctors write a prescription for you and you want us to inform your existing doctor of any medicines that the doctor has prescribed, you will provide our doctors with the full and correct contact details of your existing doctor.
8. Informed consent
You agree that by requesting treatment you formally give your informed consent for our doctors to prescribe that medicine and that you have read the information provided on the HealthHero Ireland website about possible side-effects, the effectiveness of the medicine you are requesting and any alternative treatments.
9. Your HealthHero Ireland account
a. You agree that you will not share your username and password with anyone. You acknowledge that you will take all reasonable steps to ensure that a third party does not gain access to your account.
b. You agree that you will take all reasonable steps to ensure that any device that you use to set up or access your account is suitably protected from potential hazards by firewalls, anti-virus software and other such security applications.
c. You agree that you will not create more than one HealthHero Ireland account.
d. You agree that if when creating your account you provide an email address or contact telephone number, you consent for us to contact you by email and telephone if and when the need arises.
10. Cancellations and refunds
GP Consultations
GP Consultations may be cancelled or rescheduled free-of-charge up to 3 working hours before the scheduled appointment time. Patients must send their request via our online messaging service, email info@healthhero.ie or call our team on (01) 514 3464.
Once a GP provides medical consultation, patients are not entitled to a refund. Regardless of the outcome or desired medication or treatment type, once a GP has consulted with a patient, the service has been delivered and no refund request will be approved.
‘No Shows’, or missed appointments, will result in cancellation of appointment with no refund provided.
If our doctors or associated healthcare professionals are unable, or otherwise decline, to provide you with a service via video consultation, a full refund will be provided to you.
Patients must register and create their own HealthHero Ireland account to ensure accurate recording of medical notes. Consultations booked under another patient's account (child/spouse/family member) will be cancelled, and a refund is not permitted.
Parents or dependents wishing to book appointments or service for minors, children, or any other individual must create a separate HealthHero Ireland account for the individual, using the patients details and a unique email address.
HealthHero Ireland GPs do not currently provide online services for children under the age of two years.
GP Consultations that are booked and intended for other services such as Travel, HPV, and Weight Management will be cancelled, and a refund is not permitted. Patients are responsible for booking the correct service. Each service is unique and requires different treatment and consolation.
Refunds, if applicable, are processed via stripe and can only be made to the original credit or debit card. Refunds may take 5 to 10 working days.
Online Treatments
Cancellation and refund requests for online treatments can be made within 1 hour from the time of purchase. Refunds will not be provided for cancellation requests beyond 1 hour of purchase.
If our doctors or associated healthcare professionals decide that the medication requested is deemed unsafe and/or not suitable for your medical needs, you may be advised to book an online GP consultation or signposted to your regular GP. A full refund will be provided to you.
Refunds, if applicable, are processed via stripe and can only be made to the original credit or debit card. Refunds may take 5 to 10 working days.
Travel Consultations
Travel consultations may be cancelled or rescheduled free-of-charge up to 3 working hours before the scheduled appointment time. Patients should send their request to info@healthhero.ie, or use our online messaging service, or call our team on (01) 514 3464. If in doubt, please call directly.
‘No shows’ will result in cancellation of service without refund.
Weight Management consultations
Weight Management consultations may be cancelled or rescheduled free-of-charge up to 3 working hours before the scheduled appointment time. Patients must send their request via our online messaging service, email info@healthhero.ie or call our team on (01) 514 3464.
‘No shows’ will result in cancellation of service without refund.
11. Privacy Policy and patient confidential data
HealthHero Ireland has a legal obligation to protect all patient confidential data. We are not allowed to share patient confidential data with third parties, including other doctors, who are unconnected to our service without your explicit consent. To provide this service to patients it is necessary that both our doctors and our non-medical staff have access to patient medical records and patient confidential data.
Patients who have utilised the ADHD service will have a comprehensive clinical record of their consultation notes securely stored on an encrypted software system. This ensures the confidentiality and integrity of their sensitive medical information. In the event that the patient seeks assistance from the GP Advice Line or the ANP service supplied through HealthHero, the consulting clinician will have the capability to access and review the patients clinical notes from the ADHD service. This seamless transfer of information between healthcare providers allows for a more coordinated and informed approach to patient care, ultimately leading to improved outcomes and better continuity of treatment for individuals receiving care across different services provided by HealthHero Solutions.
Personal details necessary to process payment with Stripe shall be sent to Stripe as part of the payment process. It is also necessary that for the purpose of maintaining our IT systems, limited access to patient data be made available to our IT contractors. For the purpose of financial audit HealthHero Ireland is required to divulge very limited patient information to our financial auditors and wherever possible information used for the purpose of financial audit will be anonymised. All access to patient information is kept to the minimum required to allow the safe and effective delivery of our services. All patient confidential data is stored electronically on servers owned and managed by IBM. You have a legal right to obtain any information that we hold about you.
12. Reserving the right
We reserve the right to refuse service to anyone for any reason at any time. In such cases and where payment for a service has been received, a notification message will be sent to your HealthHero Ireland account dashboard and you will receive a full refund.
13. Vulnerabilities of electronic communications and post
The online nature of the HealthHero Ireland service necessarily relies upon using electronic forms of communication, post, telephone and SMS. There are inherent vulnerabilities in using such forms of communication and we are therefore unable to give a guarantee that a third party unrelated to our service will not intercept communications.
14. Disclaimer
a. To the fullest extent permitted by applicable law, under no circumstances will HealthHero Ireland, or HealthHero Ireland employees, doctors or partner services be liable for any of the following losses or damage (whether such losses were foreseen, foreseeable, known or otherwise): (a) loss of emotional well-being including, but not limited to, any embarrassment caused (b) loss of data; (c) loss of revenue or anticipated profits; (d) loss of business; (e) loss of opportunity; (f) loss of goodwill or injury to reputation; (g) losses suffered by third parties; or (h) any indirect, consequential, special or exemplary damages arising from the use of the HealthHero Ireland service regardless of the form of action. Nothing in this clause is intended to exclude or limit HealthHero Ireland's liability for death or personal injury caused by its negligence or fraud.
b. You agree that to the fullest extent permitted by applicable law, HealthHero Ireland makes no representations or warranties with respect to any treatment, information, advice or action relied on or followed by any person using the HealthHero Ireland service.
c. HealthHero Ireland does not warrant that the HealthHero Ireland websites or this service in general will be either available without interruption or error-free or that the website, server, hardware and software that support the HealthHero Ireland service are free from viruses or something that may interfere with the normal operations of your systems. HealthHero Ireland will not be liable for any loss or damage resulting from the transmission of data as may occur during communications with HealthHero Ireland.
d. To the fullest extent permitted by applicable law, HealthHero Ireland disclaims any liability resulting from the provision of services by third party providers. Liability shall rest with the appropriate third party provider and shall not under any circumstance be deemed to rest with HealthHero Ireland.
15. Exclusive jurisdiction of the Irish courts
If any of these terms and conditions should be determined to be illegal, invalid or otherwise unenforceable by reasons of the laws of any state or country in which these terms and conditions are intended to be effective, then to the extent and within the jurisdiction which that term or condition is illegal, invalid or unenforceable, it shall be severed and deleted from the agreement and the remaining terms and conditions shall survive, remain in full force and effect and continue to be binding and enforceable. The above terms and conditions shall be governed by and construed in accordance with Irish law and you irrevocably submit to the exclusive jurisdiction of the Irish Courts.
16. Change to Terms and Conditions
HealthHero Ireland reserves the right to change these terms and conditions at any time by posting changes online. You are responsible for regularly reviewing information posted online to obtain timely notice of such changes. Your continued use of the website and the entire HealthHero Ireland service after changes are posted constitutes your acceptance of these terms and conditions as modified by the posted changes.