By availing of CareAvenue’s telemedicine and online health services, you acknowledge that you have read, understood, and voluntarily agreed to the following terms and conditions:

1. Nature of Service

1.1 CareAvenue provides healthcare consultations through telemedicine, utilizing secure electronic communication platforms to connect patients with licensed medical professionals.

1.2 Telemedicine services are intended to enhance accessibility to healthcare but are not a substitute for emergency medical care.

1.3 If you are experiencing urgent, severe, or life-threatening conditions (e.g., chest pain, difficulty breathing, uncontrolled bleeding), you must seek immediate in-person emergency care at the nearest hospital or call emergency services.

2. Eligibility and Patient Responsibility

2.1 By using CareAvenue’s services, you confirm that the information you provide is true, complete, and accurate to the best of your knowledge.

2.2 Patients below 18 years of age must be accompanied by or have the explicit consent of a parent or legal guardian during the consultation.

2.3 You agree to comply with all instructions provided by the attending physician and understand that failure to do so may affect the quality of care you receive.

3. Benefits and Limitations of Telemedicine

3.1 Benefits include but are not limited to:

• Convenient access to licensed physicians from your home or preferred location.
• Reduced travel time and cost.
• Continuity of care and access to medical documentation.

3.2 Limitations and Risks include but are not limited to:

• Possible technical issues (e.g., poor internet connection, device malfunction).
• Limited ability to conduct a complete physical examination.
• Potential need for in-person referral for accurate diagnosis and management.

3.3 The attending physician reserves the right to determine whether your condition can be managed through telemedicine or requires face-to-face consultation or referral to other health care provider (e.g., specialist or health institution).

4. Privacy and Confidentiality

4.1 CareAvenue upholds strict confidentiality and complies fully with the Data Privacy Act of 2012 (RA 10173) and other applicable laws.

4.2 Your personal and medical data will be collected, processed, and stored only for the following purposes:

• Provision of medical consultation and related services.
• Documentation and continuity of care.
• Compliance with regulatory requirements.
• Internal quality improvement and service evaluation.

4.3 Access Control

• Only duly authorized healthcare providers and CareAvenue staff will have access to your records.
• We will not share, sell, or disclose your information to third parties without your prior consent, except where disclosure is required by law or necessary to protect your vital interests.

4.4 Data Security

• Records are securely stored in electronic format and retained only as long as necessary under medical and legal standards.
• Electronic copies of medical records and prescriptions will be encrypted and password-protected. Passwords will be sent to your registered email address to ensure that only you (or your authorized representative) may access these documents.

5. Electronic Prescriptions and Documentation

5.1 Prescriptions may be issued electronically at the discretion of the attending physician, in accordance with Department of Health (DOH) and Professional Regulation Commission (PRC) guidelines.

5.2 Consultation notes, medical records, and related documentation shall be securely stored in CareAvenue’s system in compliance with professional, ethical, and legal requirements.

5.3 Prescription Refills

·        CareAvenue may issue prescription refills only for maintenance medications, provided that the patient submits a clear photo or valid proof of the latest prescription (not more than six (6) months) issued by a licensed physician.

·        CareAvenue reserves the right not to prescribe medications that are not considered maintenance drugs (e.g., antibiotics, anti-infectives, antivirals, and “as needed” medications), unless a proper consultation with a licensed physician has been conducted.

·        Medications requiring an S2 License (regulated drugs such as certain pain medications and controlled substances) will not be prescribed through CareAvenue. If the consulting physician determines that such medication is necessary, the patient will be advised to seek an in-person consultation with a physician authorized to issue S2 prescriptions. In such cases, CareAvenue may provide a medical certificate with appropriate notes and recommendations which the patient may use to secure an S2 prescription from an authorized physician.

·        CareAvenue and the prescribing physician may issue multi-month prescriptions for maintenance medications, not exceeding ninety (90) days’ supply per prescription. For non-maintenance medications such as pain relievers or anti-infectives, the supply will be limited to the total number of days as indicated in the treatment plan.

• All electronic prescriptions issued by CareAvenue will clearly state that they are valid for fifteen (15) days from the date of issuance. This ensures patient safety and prevents improper reuse or unauthorized dispensing of prescriptions.

6. Medical Certificates

6.1 Care Avenue will not issue or release any medical certificate without a proper consultation conducted by a licensed physician.

6.2 All data stated in the medical certificate are factual and solely based on the information disclosed by the patient during consultation. Patients are responsible for providing truthful, complete, and accurate information.

6.3 CareAvenue strictly does not allow retroactive or backdated medical certificates under any circumstance. Certificates shall only reflect the date and details of the actual consultation.

6.4 The validity, acceptance, or recognition of any medical certificate issued through CareAvenue lies entirely at the discretion of the receiving party or institution (e.g., employer, school, insurance, or other third parties). Care Avenue makes no guarantees regarding the acceptance of such certificates for claims including but not limited to sick leave, excuse letters, or exemption from penalties/demerits.

6.5 Integrity of Information

• To preserve the integrity of medical certificates, CareAvenue reserves the right to require the patient to provide a reference person (e.g., immediate family member, guardian, immediate supervisor, team leader, teacher, or equivalent) who may be contacted by the receiving party to verify the patient’s condition or whereabouts during the reported period of illness.
• CareAvenue shall act in good faith and rely on the information disclosed by the patient. CareAvenue shall not be held liable for any inconsistency between the patient’s statements, the content of the medical certificate, or the account of the designated reference person.
• CareAvenue will not disclose the contact details of the reference person unless formally requested by the receiving party for verification purposes.
• Any inconsistencies in the patient’s information, including that of the reference person, shall remain the responsibility of the patient. The receiving party has full discretion to accept or void the medical certificate based on their own policies and evaluation

7. Laboratory and Imaging Requests

7.1 CareAvenue may issue laboratory and imaging requests upon the patient’s request; however, such requests will be limited to the test order only and will not include any medical impression, diagnosis, or justification.

7.2 For purposes that require a working impression or diagnosis (e.g., insurance claims, HMO approval, or employer-related requirements), such requests will be issued only after a proper consultation with a licensed physician, and only if the attending doctor determines that the test is medically necessary to aid in diagnosis or management.

7.3 The issuance of a laboratory or imaging request does not guarantee approval, coverage, or reimbursement by any health insurance, Health Maintenance Organization (HMO), or other health financing provider. Patients are advised to confirm coverage directly with their provider prior to undergoing the test.

7.4 CareAvenue functions solely as a facilitator of medical consultations and the corresponding requests. The cost, availability, scheduling, and processing of laboratory and imaging services remain under the responsibility of the accredited health facility chosen by the patient.

7.5 CareAvenue shall not be held liable for:

• Denial of insurance or HMO claims related to requested tests.
• Delays, errors, or service issues caused by third-party laboratories or imaging centers.
• Patient’s personal decision to proceed with tests outside the physician’s recommendations.

7.6 CareAvenue emphasizes that the interpretation of laboratory and imaging results must be performed by a qualified physician. Patients are encouraged to schedule a follow-up consultation to ensure proper evaluation and continuity of care.

8. Payments and Fees 

8.1 All consultation fees must be settled before or during the telemedicine service unless otherwise agreed.

8.2 Once a consultation has commenced and completed, payments are non-refundable unless reasons are to circumstances stated in section 9 (Refund Policy).

8.3 Any additional services, including medical clearance, referral letter or medical certificate, may be subject to separate charges.

9. Refund Policy

9.1 Patients may request a refund of consultation fees under the following circumstances:

• The scheduled online consultation was cancelled due to uncontrollable circumstances such as poor internet connection or platform failure.
• The consultation was interrupted and could not be reasonably continued due to technical issues.
• Both the physician and patient mutually agreed to terminate the consultation for any valid and acceptable reason, subject to validation by the attending care provider.

9.2 Refund requests must be submitted within five (5) working days from the date of the scheduled consultation.

9.3 All refund requests will undergo review and verification by CareAvenue before approval.

9.4 Refunds, once approved, will be processed through the original mode of payment within a reasonable period.

9.5 CareAvenue reserves the right to decline refund requests that do not meet the above conditions or in cases where the consultation was substantially completed.

10. Limitation of Liability

10.1 CareAvenue’s physicians shall exercise the same professional standard of care as they would in face-to-face consultations. However, the inherent limitations of telemedicine restrict the ability to perform a complete physical examination.

10.2 CareAvenue shall not be liable for any harm, damage, or consequences arising from:

• Inaccurate, incomplete, or false information provided by the patient.
• Technical disruptions or failures beyond Care Avenue’s control (e.g., internet outages, device errors).
• Misuse, misunderstanding, or misinterpretation of medical advice.

10.3 Attending physicians shall be free of liability for adverse outcomes resulting from the patient’s nondisclosure, incomplete disclosure, or provision of inaccurate information during consultation.

10.4 Any diagnosis, medical impression, or advice provided by the physician is based solely on the information disclosed by the patient and does not represent or bind Care Avenue as an entity. CareAvenue acts exclusively as a facilitating platform connecting patients with independent medical professionals.

11. Voluntary Participation and Informed Consent

By proceeding with the teleconsultation, you acknowledge and consent that:

• You understand the nature, risks, and limitations of telemedicine.
• You voluntarily consent to participate in a telemedicine consultation with a licensed healthcare professional.
• You authorize CareAvenue to collect, process, and securely store your health information solely for medical purposes and service delivery.
• You may stop the teleconsultation at any time or request referral for an in-person evaluation.

12. Acceptance of Terms

By availing of CareAvenue’s services, you confirm that you have carefully read and fully understood the above Terms and Conditions. You further affirm your voluntary consent to proceed with telemedicine consultation under these terms.