MySynevo App Terms and conditions

MySynevo App Terms and conditions

Chapter A. General

The “MySynevo” web app (hereinafter referred to as “MySynevo”/”the App”) is developed by MEDICOVER TECH S.R.L. and it provides several features to its users, who can be both patients (hereinafter referred to as “the Patient Users”) and physicians (hereinafter referred to as “the Physician Users”), respectively:

(i) provision of information regarding the medical services provided by Synevo Romania S.R.L.;

(ii) communication of medical lab test results performed within Synevo Romania S.R.L. to the Patient Users who have an account on MySynevo, as well as the provision of the graphical representation of the evolution of some parameters;

(iii) procurement of medical services provided by Synevo Romania S.R.L.;

(iv) booking appointments in view of medical service performance within Synevo Romania S.R.L.;

(v) communication of medical lab test results performed as part of Synevo Romania S.R.L. to the Physician Users, inasmuch as the Patient Users requested it;

(vi) the sending of an invitation by a Patient User to enroll a physician from the Synevo Romania S.R.L.’s database in the app;

(vii) interaction between the Physician Users and the Synevo Romania S.R.L. physicians through the app, namely the Physician Users asking questions of Synevo Romania S.R.L.;

(viii) interaction between the Physician Users and the Patient Users through the app, on the physician Users’ initiative;

(ix) the possibility for the Physician Users to recommend to patients the performance of additional medical tests.

(x) the possibility for Physician Users to add comments to the results of medical laboratory tests performed by Patient Users within Synevo Romania S.R.L. to which Physician Users have access in MySynevo, according to these Terms and Conditions.

MySynevo provides different information depending on how the users register in the app: (i) in the case of a Patient User, through a general account or through a personal account (Customer account) which allows access to the results of the tests performed in the Synevo Romania S.R.L. laboratories, respectively (ii) in the case of a Physician User, through a general account or through a personal account (Doctor account) which allows access to the results of the tests performed by the Patient Users in the Synevo Romania S.R.L. laboratories, under the conditions provided in the Terms and Conditions of Use of the MySynevo web app.

The features provided for under points (i) - (vii) (hereinafter referred to as “the Synevo Features”) are managed by SYNEVO ROMANIA S.R.L.,a company registered with the Trade Register under number J40/20319/11.11.1994, Tax Reference Number (CUI) 479639, with its registered office in Bucharest, Blvd. Pache Protopopescu, No 81, 2nd floor, Room 3, sector 2, Tax Registration Number RO6479639 (hereinafter referred to as “Synevo”), which has the right to use MySynevo with regard to the Synevo Features. Your use of the Synevo features is conditional upon you reading, understanding, and consenting to the Terms and Conditions of use of the Synevo Features (hereinafter referred to as “Synevo Features Terms and Conditions”), indicated under chapter F within these Terms and Conditions of Use of the MySynevo web app. This shall be without prejudice to the management of the technical infrastructure and of the central elements of the MySynevo web app by Medicover Tech SRL.

The features provided for under points (viii) and (x) (hereinafter referred to as “the Medicover Tech features”) are managed by MEDICOVER TECH S.R.L.,a company registered with the Trade Register under number J40/3785/2020, Tax Reference Number (CUI) 42402275, with its registered office at the address: Str. Sergent Constantin Ghercu, No 1A, 1st floor, spaces E01.06-E01.19, The Bridge 2, Bucharest, Tax Registration Number RO42402275 (hereinafter referred to as “Medicover Tech”), which has the right to use MySynevo with regard to the Medicover Tech Features. Your use of the Medicover Tech features is conditional upon you reading, understanding, and consenting to the Terms and Conditions of use of the Medicover Tech Features (hereinafter referred to as “Medicover Tech Features Terms and Conditions”), indicated under chapter G within these Terms and Conditions of Use of the MySynevo web app.

The use of the app by the Physician Users and by the Patient Users shall be conditional upon reading, understanding and consenting to the Terms and Conditions of Use of the MySynevo web app, which contain (i) general aspects regarding the MySynevo web app, applicable to the Synevo Features, as well as to the Medicover Tech Features, indicated under chapters A-E, respectively H-N, (ii) the Terms and Conditions of the Synevo Features, indicated under chapter F and (iii) the Terms and Conditions of the Medicover Tech Features, indicated under chapter G (hereinafter globally referred to as “the Terms and Conditions”).

If you decide to access MySynevo, these Terms and Conditions represent the agreement between Synevo, respectively Medicover Tech, and you and shall govern the relationship between you and Synevo, respectively Medicover Tech. You shall only be able to access the app after reading, understanding and accepting these Terms and Conditions. If you do not agree with the Terms and Conditions, you may not use MySynevo.

In the case of Physician Users, MySynevo is provided to them exclusively in Romanian. In the case of Patient Users, MySynevo is made available to them both in Romanian and in English; by selecting the appropriate option, the Patient Users agree for the entire content of the app, including, without limitation, these Terms and Conditions, to be displayed in the selected language, with the possibility provided for them to select the available language at any time.

Your personal data shall be processed within MySynevo (i) by Synevo, in accordance with the Synevo Confidentiality Policy, which you may consult by accessing the Synevo Confidentiality Policy link, respectively (ii) by Medicover Tech, in accordance with the Medicover Tech Confidentiality Policy, which you may consult by accessing the Medtech Confidentiality Policy  link.

Chapter B. Definitions

Illegal Content - any type of Content which does not comply with the national or European legal regulations in force or with these Terms and Conditions, including, by way of example, hate speech or content with terrorist character and illegal discriminatory content, or content which infringes upon the applicable rules.

Medicover Tech Features - shall be the MySynevo Features managed by Medicover Tech, according to chapter A of these Terms and Conditions.

Synevo Features - shall be the MySynevo features which are managed by Synevo based on its right of use under chapter A of these Terms and Conditions.

Medicover Tech – shall be Medicover Tech S.R.L., a company registered with the Trade Register under number J40/3785/2020, Tax Reference Number 42402275, with its registered office in Str. Sergent Constantin Ghercu, No 1A, 1st floor, spaces E01.06-E01.19, The Bridge 2, Bucharest, Tax Registration Number RO42402275, which manages the Medicover Tech Features.

MySynevo/the app– shall be the app developed by Medicover Tech, which provides to the Patient Users and to the Physician Users a series of features managed by Synevo, respectively by Medicover Tech, as described in these Terms and Conditions.

Synevo - shall be Synevo Romania S.R.L., a company registered with the Trade Register under number J40/20319/11.11.1994, Tax Reference Number (CUI) 479639, with its registered office in Bucharest, Blvd. Pache Protopopescu, No 81, 2nd floor, Room 3, sector 2, Tax Registration Number RO6479639, which manages the Synevo Features and which has the right to use MySynevo with regard to the Synevo Features.

Terms and Conditions - shall be the Terms and Conditions of Use of the MySynevo web app, which contain (i) general aspects regarding the MySynevo web app, applicable to the Synevo Features, as well as to the Medicover Tech Features, indicated under chapters A-E, respectively H-N, (ii) the Terms and Conditions of the Synevo Features, indicated under chapter F and (iii) the Terms and Conditions of the Medicover Tech Features, indicated under chapter G.

Terms and Conditions of the Medicover Tech Features - shall be the terms and conditions governing the use by the Physician Users and by the Patient Users of the Medicover Tech Features,  which regulate the conditions established by Medicover Tech for the use of the Medicover Tech Features.

Terms and Conditions of the Synevo Features - shall be the terms and conditions governing the use by the Physician Users and by the Patient Users of the Synevo Features, which regulate the conditions established by Synevo for the use of the Synevo Features.

Users - shall be both the Physician Users and the Patient Users.

Physician User - shall be the MySynevo users who are specialists in the medical field (family physicians, specialist physicians etc.) and who exercise the physician profession in compliance with the law in force.

Patient User - shall be the MySynevo users, who can be both Synevo patients and natural persons interested in the medical laboratory services provided by Synevo; Patient Users shall only be natural persons with full legal competence.

Chapter C. Acceptance of the Terms and Conditions

By accessing and using MySynevo, you confirm that you agree to comply with these Terms and Conditions, respectively both the Terms and Conditions of the Synevo Features and the Terms and Conditions of the Medicover Tech Features. We highly recommend that you read them carefully.

These Terms and Conditions may be reviewed from time to time, as decided by Synevo, respectively by Medicover Tech, upon previously informing the Users. Your continued use of MySynevo after any amendment to the Terms and Conditions shall be your acceptance of the amendments made. If you do not agree to the Terms and Conditions of Use, please do not to use MySynevo. The acceptance of these Terms and Conditions shall constitute your consent to the conditions of use of app and the information that is available on MySynevo.

These Terms and Conditions set out the minimum mandatory rules to be observed, the legal terms and conditions under which you can use MySynevo. They shall be supplemented by the legal regulations in force. Access to MySynevo, the related services and the MySynevo content shall be provided to users free of charge on the condition that you accept the provisions of these Terms and Conditions in full. If you do not accept these Terms and Conditions, you shall be unable to use MySynevo and all the features that are operated through it.

The use of MySynevo shall irrevocably represent your express acceptance in relation to the Terms and Conditions herein in full, in their version in force at the relevant time. We recommend that users regularly visit this page to acknowledge and read the Terms and Conditions, to ensure the use of MySynevo in an informed manner and in compliance with the obligations of any person who is interested in the MySynevo features and options as a user.

Chapter D. Patient Users’ Access to MySynevo

Depending on the profile/status as a Patient User, the following login modalities can be chosen in MySynevo.

1. General access – user account registration

In MySynevo, via the user account for general access, the Patient User shall have access to general information about the Synevo services, to details on the locations of the Synevo collection centres and laboratories, they shall be able to purchase medical tests online and to book appointments for the performance of medical services provided by Synevo, but without having access to personal or medical data.

To access to this type of account, the Patient User shall need to register online in the app with an e-mail address which will represent the unique identifier, providing the following contact data: last name and first name, e-mail, phone number.

2. Customer Access – medical profile registration

In MySynevo, via the "medical profile" user account, the Patient User shall have access to their personal information (including health status data), as a customer (patient) of Synevo, as well as to the full history of results reports for the tests carried out within Synevo for a fee or of those settled otherwise as agreed in the contracts signed with Synevo's partners. Also, via the “medical profile” user account, the Patient User may send an enrolment invitation to a certain physician, they may grant access to a certain physician to the test results performed within the Synevo laboratories, they may receive recommendations to perform medical tests from the Physician User with whom the Patient User connected via the enrolment invitation, they may have a conversation on the chat available in MySynevo with the Physician User with whom they connected, they can read the comments that the Physician User adds to the results of the laboratory  tests performed by the Patient User within Synevo, to which the Physician User has access in MySynevo

To have access to this type of account, the Patient User shall need (i) to register in the app (with an e-mail address that will represent the unique identifier, and a personal phone number) and (ii) to request access to this type of account in one of Synevo’s collection centres, where the Patient User shall provide all the necessary information for proper identification and for the issuance and filling-in of the appropriate form which is provided upon request at any Synevo front desk. For the avoidance of any doubt, the creation of the medical profile and access to such a profile shall only be carried out if the conditions set out under (i) and (ii) above are cumulatively met. The data indicated upon registration in the application, provided under point (i) above, must coincide with those communicated for identification at one of the Synevo’s blood drawing points.

3. Customer Access - family account management

MySynevo allows users to manage the medical profiles of Synevo patients and of their family members (minors) via a single MySynevo account. The purpose is to provide access to both the personal data of the Patient Users, as Synevo clients, and to the personal data of family members (minor children) who are also Synevo clients (patients), and to the complete history of results reports for the tests carried out by Synevo for a fee or of those otherwise settled via the contracts signed with Synevo's partners, for each medical profile linked with the account registered in the app.

To have access to the medical profiles of the family members (minors), the Patient User shall need (i) to register in the app (with an e-mail address that will represent the unique identifier, and a personal phone number) and (ii) to request access to this type of account in one of Synevo’s collection centres, where the Patient User shall provide all the necessary information for proper identification and for the issuance and filling-in of the appropriate form which is provided upon request at any Synevo front desk. For the avoidance of any doubt, the creation of the medical profile and access to such a profile shall only be carried out if the conditions set out under (i) and (ii) above are cumulatively met. The data indicated upon registration in the application, provided under point (i) above, must coincide with those communicated for identification at one of the Synevo’s blood drawing points.

Chapter E. Physician Users’ Access in MySynevo

Depending on the profile/status as a Physician User, the following login modalities can be chosen in MySynevo.

1. General access – user account registration

Within MySynevo, through the general access user account, the Physician User shall have access to the general information about the Synevo services, they shall have the possibility to create medical test profiles, without, however, having access to the personal or medical data.

To access this type of account, the Physician User shall need to register online in the app with an e-mail address which shall represent the unique identifier, and providing the following contact data: last name and first name, e-mail, phone number and seal code.

2. Extended access – doctor account registration

Within MySynevo (Doctor account), via the “doctor account” user account, the Physician User shall have access to (i) the personal information of the Physician User as referring physician, as well as to (ii) the entire history of the test results related to the tests performed by the patients of the Physician User who submitted a referral and who requested communication of the test reports/their medical data to the Physician User, as referring physician for the lab tests performed within the Synevo laboratories for a fee or of those performed as part of the Synevo Partners with whom it was contractually agreed for Synevo to also communicate the test reports, (iii) the contact data of the respective patients. Also, via this account, the Physician User (i) can connect with the Patient User via the app, at the initiative of the Patient User, (ii) can have access to the test reports of the medical lab tests performed within Synevo, regarding which the Patient User provided access via MySynevo, (iii) can send recommendations for medical tests to the Patient Users who are on the list of patients in MySynevo, as well as to other patients who are not on the patient list, (iv) can save customised test profiles, (viii) can initiate a chat with the Patient User regarding the results of the tests performed by the Patient User within the Synevo laboratories, respectively (ix) can initiate a chat with a laboratory physician, (x) can add comments to the results of laboratory  tests performed by the Patient User within Synevo to which the Physician User has access through MySynevo

To access this type of account, the Physician User needs (i) to register in the app (based on an e-mail address which shall represent the unique identifier, a phone number and a license number) using the personal data corresponding precisely with that which Synevo has already registered in the system and (ii) to use the link received by e-mail to confirm access to the phone number used upon registration, by entering a single code received via SMS. For the avoidance of any doubt, the creation of the doctor profile (Doctor account) and access to such a profile shall only be carried out if the conditions set out under (i) and (ii) above are cumulatively met. If the conditions detailed under points (i) and (ii) above are met, the Physician User shall receive at the e-mail address (the Physician User’s unique identifier) an e-mail informing them on the account status. After verifying the data entered, the Physician User shall be informed on one of the following situations: (i) the personal data entered in the registration shall fully correspond to the data in the Synevo system, in which case the Physician User shall be informed that they have an account with access to the tests performed by the patients who submitted a referral and who requested communication of the test reports/their medical data to the referring physicians for the lab tests performed within the Synevo laboratories or (ii) the personal data introduced in the registration do not fully correspond to the data in the Synevo system, in which case the Physician User shall be informed that they are to be contacted by a Synevo medical representative in view of updating the personal data. In the case under point (ii), after the Physician User’s data is updated in the Synevo systems, the Physician User shall be informed by e-mail that they have an extended-access account.  

Chapter F. Terms and Conditions of the Synevo Features

These Terms and Conditions of the Synevo Features shall constitute the agreement between Synevo and the Physician User, respectively the Patient User, and they shall govern the relation between the Physician User, respectively the Patient User, and Synevo, with regard to the use of the Synevo Features. Use of the Synevo Features shall only be possible after reading, understanding and accepting these Terms and Conditions of the Synevo Features. If you do not agree with the Terms and Conditions of the Synevo Features, you may not use MySynevo.

I. Access to the results of the medical tests performed within Synevo

I.1. Patient User’s Access

The Patient User who performed medical tests within the Synevo laboratories and who has a MySynevo user account of medical profile type, created according to the provisions of chapter D. Patient Users’ Access to MySynevo, point 2. Customer Access – medical profile registration shall have access in the MySynevo app to the medical test results performed within the Synevo laboratories, as well as to the graphic representation of the evolution in the value of some parameters, as follows:

After the creation of the MySynevo medical profile in accordance with the provisions of chapter D. Patient Users’ Access to MySynevo, point 2. Customer Access – medical profile registration, all test results requested and performed within Synevo by the Patient User after the registration of this profile shall be available in the app. Also, the history of all tests carried out in the Synevo laboratories by the Patient User starting from 01.01.2017 shall be available in the app within 24 hours from the registration of the medical profile.

Inasmuch as the Patient User associated the MySynevo medical profiles of the family members (minors) according to chapter D. Patient Users’ Access to MySynevo, point 2. Customer Access – family accounts management, all test results requested and performed within Synevo by the Patient User’s family members shall be available in the app. Also, the history of all tests carried out in the Synevo laboratories by the Patient User’s family members starting from 01.01.2017 shall be available in the app within no more than 24 hours from the registration of the medical profile of the family members (minors).

I.2. Patient User’s possibility to grant and to withdraw the Physician User’s access to the results of the medical tests performed within Synevo via MySynevo

A Patient User who has a MySynevo user account of medical profile type, created according to the provisions of chapter D. Patient Users’ Access to MySynevo, point 2. Customer Access – medical profile registration shall have the possibility to grant to Physician Users access to the medical lab test results performed within the Synevo labs via the MySynevo app.

To be able to grant such access, the Physician User shall cumulatively have to meet the following requirements:

1. have a MySynevo user account and
2. be included in the list of physicians of the respective Patient User in the section “My Physicians” of the app, respectively: (i) the Patient User has requested in the Synevo collection centres, via the request for tests, the communication of a test report to the respective Physician User, as referring physician for the lab tests performed by the Patient User within the Synevo labs (with the physician registered with the “Reception consent” status or “Access confirmed” status) or (ii) the Patient User initiated the connection or has connected to the respective Physician User at the invitation of the Patient User, according to the provisions of section II. The sending by the Patient User to the physician of an invitation for their enrolment in MySynevo under these Terms and Conditions of the Synevo Features (with the physician registered with the “Invitation sent” status, respectively “Access confirmed”).

To grant access to the Physician User, the Patient User shall:

1. access the results page and choose/access the request for tests to which they wish to provide access to the Physician User;
2. press the “Grant access” icon, select the desired Physician User from the “My Physicians” list of physicians from the app of the respective Patient User and press the “Confirm” button.

The Patient User assumes liability for the data entered upon searching and selecting the Physician User to whom they choose to grant access to the results.

By pressing the “Confirm” button, the Patient User explicitly provides consent for the communication of the results of the medical tests subject to the respective request for tests to the Physician User expressly indicated by the Patient User. For the avoidance of any doubt, the Patient User declares that they understand that, by pressing the “Confirm” button, the indicated Physician User shall have access to the results of the medical test subject to that request for tests.

To view the results of the medical tests to which the Patient User granted access as above, the Physician User shall have a MySynevo account of doctor profile type, created according to the provisions of chapter E. Physician Users’ Access to MySynevo, point 2. Extended access – doctor account registration.

A Physician User granted access via MySynevo to the results of the medical lab tests performed within Synevo by the Patient User shall be fully responsible to maintain confidentiality of the data they may access as a specialist in the medical field, and assumes the obligation to observe all legal provisions applicable in the field.

Inasmuch as the Patient User no longer wishes for a Physician User to have access to the results of the medical test subject to a request for tests for which the Patient User granted access via MySynevo, the Patient User shall have the possibility to withdraw such access, as follows:

1. The Patient User shall access the request for medical tests, where they can view all Physician Users who have access to the respective request for tests;
2. The Patient User shall have to press the “Withdraw Access” button located next to the physician’s name in the list of Physician Users indicated as having access to the respective request for tests, whose access the Patient User wishes to withdraw;
3. The Patient User shall freely provide their consent for the withdrawal of the access granted to the respective Physician User selected according to point 2 in the confirmation window displayed afterwards, by pressing the “Confirm” button.

By covering the above-mentioned steps, the Patient User explicitly provides consent for the withdrawal of the access to the communication of the results of the medical tests subject to the respective request for tests to the Physician User expressly indicated by the Patient User. For the avoidance of any doubt, the Patient User declares that they understand that, by covering the above-mentioned steps, the indicated Physician User shall no longer have access to the results of the medical tests covered by the respective request for tests selected by the Patient User starting from the date of access withdrawal in accordance with the above-mentioned procedure, and the withdrawal shall only take effect for the future. Inasmuch as the respective Physician User was also granted access through MySynevo to the results which are covered by other requests for tests, the Patient User shall have to cover the above-mentioned steps with regard to such request for tests in relation to which the Patient User wishes to withdraw their consent.

The Patient User may withdraw the access granted to a Physician User only if the Patient User granted access via MySynevo, in compliance with the provisions of this section. For the avoidance of any doubt, inasmuch as the Patient User requested  the communication of a Test Report to a Physician User, as referring physician for the lab tests performed by the Patient User within the Synevo labs, in the Synevo collection centres, in the request for tests, the Patient User cannot withdraw via MySynevo the access granted to such physician in the respective request for tests.

I.3. Physician User’s Access

A Physician User who has a MySynevo user account of doctor profile type, created according to the provisions of chapter E. Physician Users’ Access to MySynevo, point 2. Extended Access –doctor account registration can have access in the MySynevo app to the medical test results performed by the Patient Users within the Synevo laboratories, as well as to the graphic representation of the evolution in the value of some parameters, as follows:

After the creation of the MySynevo doctor profile according to the provisions of chapter E. Physician Users’ Access to MySynevo, point 2. Extended access – doctor account registration, all the results of the tests performed as of 01.01.2022 by the Patient Users who submitted a referral and who requested the sending of the test reports to the Physician Users, as referring physicians for the lab tests performed by the Patient Users within the Synevo laboratories, shall be available in the app within 24 hours from confirmation of the doctor profile, after performing any of the checks/confirmations mentioned within chapter E. Physician Users’ Access to MySynevo, point 2. Extended access – doctor account registration.

Also, once the MySynevo Doctor Profile is created, the Physician User shall also have access to the results of the tests performed by Patient Users within the Synevo laboratories in respect of which the Patient Users have granted the respective Physician User access to the respective test report: (i) through MySynevo, in accordance with the provisions of section I. Access to the results of medical tests carried out within Synevo, point I.2. The possibility of the Patient User to offer and withdraw the access of the Physician User to the results of medical tests performed within Synevo under these Terms and Conditions of the Synevo Features or (ii) via the request for tests registered by the Patient User, whereby they requested the communication of a test report to the respective Physician User, as referring physician.

A Physician User who has access via MySynevo to the results of the medical lab tests performed within Synevo by the Patient User shall be fully responsible to maintain confidentiality of the data they may access as a specialist in the medical field, and assumes the obligation to observe all legal provisions applicable in the field.

I.4. Partial results

If the request to perform several medical tests is registered in the system, such results shall be available in the MySynevo app in real-time, as the requested tests are carried out in the laboratory and the results are issued, even if only in part. Such partial results shall be flagged and marked as such within MySynevo. Upon the final validation of the results, due to the correlations carried out by the laboratory physician, certain results may change, without the potential changes being flagged (as changed) within MySynevo. To request additional explanations or information regarding the reasons for such changes, the user may contact a Synevo representative.

II. The sending of an invitation by the Patient User to the physician for their enrolment in MySynevo

If the list of physicians within the Patient User account in MySynevo does not include all physicians that the Patient User visits frequently, or if the physicians in this list do not have a MySynevo account, the Patient User has the possibility to send them an invitation with which they can join the MySynevo app. This feature is available exclusively to the Patient User who has a “Medical Profile” user account created according to the provisions of chapter D. Patient Users’ Access to MySynevo, point 2. Customer Access – medical profile registration.

By accessing the “My Physicians” page within the app, the Patient User may search for a physician from the Synevo database and send an invitation to them to their e-mail address available in the database. Only physicians who are in the Synevo database can be identified in this search, with the following information displayed for each physician:  first name, surname specialization and license number. The Synevo database available in MySynevo shall only contain those physicians who have agreed to receive marketing communications from Synevo, in compliance with the applicable legal provisions and the Synevo Privacy Policy.

For a physician identified in the Synevo database to be eligible to receive an invitation from a Patient User, they must be in one of the following situations:

1. The physician is already in the list of physicians within the Patient User account in MySynevo, but does not have a MySynevo account;
2. The physician is not in the list of physicians within the MySynevo Patient User and does not have a MySynevo account;
3. The physician is not in the list of physicians within the MySynevo Patient User account, but they have a limited-access MySynevo account, respectively they do not have a MySynevo physician profile account, created according to the provisions of chapter E. Physician Users’ Access to MySynevo, point 2. Extended access – doctor account registration.

If the referring physicians who are in the list of physicians within the MySynevo Patient User account and who have the "Reception consent" status have a MySynevo account with general access (created as per the provisions of Chapter E. Physician Users’ Access in MySynevo, 1. General access – user account registration) or who have the “Access confirmed” status and have a MySynevo account with extended access (created as per the provisions of Chapter E. Physician Users’ Access in MySynevo, 2. Extended access – doctor account registration), the Patient User cannot send them an invitation.

If the physician identified in the Synevo database is eligible to receive an invitation, the Patient User may send an invitation to them by pressing the “Add Physician” button. By sending an invitation and pressing the “Add Physician” button, they declare and warrant that the action belonged exclusively to the Patient User and that they shall be liable to Synevo, to the physician and/or to any third party if their action causes harm.

The Patient User can send only 3 such invitations to physicians within 24 hours.

If the physician invited by the Patient User creates, following the invitation, a MySynevo doctor-type account according to the provisions of chapter E. Physician Users’ Access to MySynevo, point 2. Extended access – Doctor account registration, the status of the respective physician changes from “Invitation sent” to “Access confirmed”.

A physician to whom an invitation was sent, in accordance with the provisions of this section, shall receive an email with the invitation to join the app on the email address registered in the Synevo database. In order to create a MySynevo doctor-type account, the respective physician must follow the instructions communicated in the e-mail, with the registration of the account to be performed according to the provisions of chapter E. Physician Users’ Access to MySynevo, point 2. Extended access – doctor account registration.

If the physician is not in the list of physicians within the MySynevo Patient User account, but they have a doctor-type MySynevo account, according to the provisions of chapter E. Physician Users’ Access to MySynevo, point 2. Extended access – Doctor account registration, the physician shall not receive an invitation email, but: (i) the Physician User’s list of patients – “My Patients” shall be automatically updated with the Patient User who sent the invitation and (ii) the list of physicians – “My Physicians” within the Patient User account of the Patient User who sent the invitation shall be automatically updated with the Physician User to whom the invitation was sent, the Physician being added with the “Confirmed Access” status.

III. Access of the Physician User to the “My Patients” section and of the Patient User to the “My Physicians” section

Within MySynevo, a Patient User who has a MySynevo user account of medical profile type, created according to the provisions of chapter D. Patient Users’ Access to MySynevo, point 2. Customer access – Medical profile registration can access their list of physicians existing in the app by accessing the “My Physicians” page. Such list of physicians includes:

• The physicians in respect of whom the Patient User has requested, , in the Synevo collection centres, in the request for tests, the communication of a test report to the respective physician, as the referring physician for the lab tests performed by the Patient User within the Synevo laboratories. Such physicians may or may not have a MySynevo account, with the status "Reception consentt" and “Access confirmed” within the "My Physicians" page.
• The Physician users (i) to whom the Patient User has sent an invitation, according to the provisions of Section II. The sending by the Patient User to the physician of an invitation to enrol in MySynevo under the terms and conditions of the Synevo Features, such physicians having the status “Invitation Sent” and (ii) with which the Patient User logged in according to the provisions of Section II. The sending by the Patient User to the physician of an invitation for their enrolment in MySynevo under the Terms and Conditions of the Synevo Features, with such physicians having the “Access confirmed” status within the “My physicians” page.

By accessing the "My Physicians" page, the Patient User:

1. shall have access to the following information about the Physician Users: (i) first and last name, (ii) specialty, (iii) status within the respective User’s list (i.e. “Receipt consent”, “Invitation sent”, respectively “Access confirmed”);
2. shall have access to the test results to which the Patient User has granted access to the Physician User, according to these Terms and Conditions of the Synevo Features;
3. shall have access to the medical recommendations that the Physician User has sent to them, in accordance with the Terms and Conditions of the Medicover Tech Features;
4. shall have access to the conversation initiated by the respective Physician User with the Patient User, in accordance with the Terms and Conditions of the Medicover Tech Features.

Within MySynevo, the Physician User who has a MySynevo user account of doctor profile type, created according to the provisions of chapter D. Physician Users’ Access to MySynevo, point 2 Extended access – Physician account registration can access their list of patients existing in the app by accessing the “My Patients” page. Such list of patients includes:

• the patients who requested in the Synevo collection centres, in the request for tests, the communication of a test report to the respective Physician User, as referring physician for the lab tests performed by the patient within the Synevo laboratories; such patients may or may not have a MySynevo account;
• Patient Users with whom the Physician User connected according to the provisions of section II. The sending of an invitation by the Patient User to the physician for their enrolment in MySynevo under the Terms and Conditions of the Synevo Features.

By accessing the "My Patients" page, the Physician User:

1. shall have access to the following information about the Patient Users: (i) first and last name, (ii) contact details: phone number, e-mail, (iii) sex, (iv) date of birth and age, (v) domicile;
2. shall have access to the test reports to which the Patient User has granted access, according to these Terms and Conditions of the Synevo Features, being able to search for the results of a specific medical test performed by the respective Patient User;
3. May initiate a conversation with the Patient User, in accordance with the Terms and Conditions of the Medicover Tech Features.

IV. The medical services ordering and payment function provided by Synevo within MySynevo

A Patient User who has a MySynevo account, created according to the provisions of chapter D. Patient Users’ Access to MySynevo under these Terms and Conditions, shall have the possibility to order and pay for selected medical services from the Synevo portfolio, available within the ordering and payment function for medical services provided by Synevo within the app (hereinafter referred to as the “Order and Payment Function”) by accessing the MySynevo “Online Shop” section.

Using the Order and Payment Function, the Patient User may purchase (a) medical tests within the Synevo portfolio and (b) genetic examinations, duly flagged upon placing the order. Not all medical services included in the Synevo portfolio are covered by the Order and Payment Function, some of them can be ordered and paid only at the Synevo front desks from Romania.

The ordering and payment by the Patient User of the medical services provided by Synevo using the Order and PaymentFunction available in MySynevo shall be performed according to the Terms and Conditions of Use of the Order and PaymentFunction for medical services provided by Synevo within the app (hereinafter referred to as “Terms and conditions of the Order and Payment Function”), available at the following link – my.synevo.ro.

The Terms and Conditions of the Order and Payment Function are the agreement between Synevo and the Patient User who uses the Order and Payment Function and shall govern the relationship between the Patient User and Synevo regarding the use of the Order and Payment Function as part of the Synevo Features within the app.

In order to successfully place an order using the Order and Payment Function, the Patient User shall have the obligation to confirm that they accept the Terms and Conditions of the Order and Payment Function, that they have understood the conditions under which the services will be provided (in terms of at least the information submitted in the Terms and Conditions of the Order and Payment Function) and to confirm that they understood the Privacy Policy.

The Patient User’s personal data shall be processed by Synevo within the Order and Payment Function in accordance with the Synevo Privacy Policy, which can be consulted by accessing the Synevo Privacy Policy link.

For details on the use of the Order and Payment Function, the Patient User needs to access the Terms and Conditions of the Order and Payment Function, available at the following link – my.synevo.ro.

V. Online booking of appointments in view of medical service performance within Synevo

A Patient User who has a MySynevo account, created according to the provisions of chapter D. Patient Users’ access to MySynevo under these Terms and Conditions has the possibility to make an online appointment for the performance of the paid medical services for which an online appointment can be made using the online appointment booking function available within MySynevo (hereinafter referred to as the “OnlineAppointment Booking Function”) by accessing the “Appointment Bookings” section of the app.

Using the Online Appointment Booking Function, the Patient User can make an online appointment for the performance of (i) medical lab tests and (ii) genetic examinations, purchased for a fee (both as a result of the purchase completed using the Order and Payment Function available within MySynevo and for the case in which the services are to be purchased in the Synevo collection centre upon being provided with such services) and for which an online appointment can be booked. The medical lab services (medical tests) from the Synevo portfolio which are performed under special conditions and for which the online appointment booking function cannot be used shall be excluded from the possibility to book an appointment online - e.g., such services include: tests for which the collection of samples is possible on certain days or in certain locations (e.g.: gynaecologic tests, spermogram, spermoculture, allergology tests); tests with low-stability samples (e.g., basophil degranulation tests, lymphoblastic transformation tests) etc. (hereinafter referred to as “Services excluded from online appointment booking”).

The online booking function does not have features allowing for the automatic impossibility to book an appointment online for Services excluded from online appointment booking; therefore, before booking an online appointment, the Patient User must check in the MySynevo app the description/category of the service(s) for which they want to book an appointment online, to determine whether an appointment can be booked online for them. If, however, the Patient User books an online appointment for Services excluded from online appointment booking, the Patient User is aware and agrees that Synevo shall not proceed with such online appointment and shall not be liable in any way for it.  

The booking of an appointment online by the Patient User, at the direct request of the persons who want to perform the services for which an online appointment can be booked within Synevo shall be conditional upon reading, understanding and accepting the Terms and Conditions regarding online booking of appointments for the performance of the Synevo list of services, provided for a fee, for which an appointment can be booked online (hereinafter referred to as “Terms and Conditions of Booking an Appointment Online”) available at the following link - my.synevo.ro, with the mention that the Terms and Conditions of Booking an Appointment Online shall apply to all beneficiaries of appointment bookings for the performance of services, with no relevance to the person who booked the appointment, and the Patient User shall be solely responsible for communicated the provisions of these Terms and Conditions of Booking an Appointment online to the recipients of the services. 

If the Patient User decides to book an appointment online for the performance of services within the Synevo list of services, for a fee, for which an appointment can be booked online, the Terms and Conditions of Booking an Appointment Online shall be the agreement between Synevo and the Patient User regarding the conditions for the online booking of appointments in view of performing the services from the Synevo list of services, for a fee, for which an online appointment can be booked with respect to all the Terms and Conditions of Booking an Appointment Online and shall govern the relation between the Patient User and Synevo.

The Patient User’s personal data and, as applicable, the personal data of the persons performing the services, shall be processed by Synevo within the Online Booking of Appointments Function in accordance with the Synevo Privacy Policy, which you can consult by accessing the Synevo Privacy Policy link.

For details on the use of the Online Booking of Appointments Function, the Patient User shall need to access the Terms and Conditions of the Online Booking of Appointment function, available at the following link – my.synevo.ro.

VI. Information regarding the medical services provided by Synevo

VI.1. Information available to the Physician User

A Physician User who has a MySynevo account, created according to the provisions of chapter E. Physician Users’ Access to MySynevo within these Terms and Conditions shall have the possibility to access information on the medical services provided by Synevo by accessing the “Medical Library” section in MySynevo.

In the “Medical Library” section available in the app, the Physician User can find information about the medical services provided by Synevo (including, without limitation, information on the test, the due date for the release of the result, the price of each medical service, etc.). The Physician User shall be solely and fully responsible for any diagnosis, prognosis, medical and/or non-medical recommendation, referral, prescription made as a result of the information available in the “Medical Library” section in MySynevo.

Also, by accessing the “Medical Library” section, by pressing the “+” button, the Physician User may choose medical services from the Synevo portfolio which they can save in a customised medical profile by pressing the “Save to My Profiles” button. The medical profiles saved by the Physician User may be modified by adding or removing some medical services, and the Physician User shall also have the possibility to add and/or change the name of the medical profile.

Synevo also provides to the Physician User who has a MySynevo account, created according to the provisions of chapter E. Physician Users’ Access to MySynevo within these Terms and Conditions, the possibility to read and/or download guides of medical practice issued by the authorities and/or professional bodies in the field by accessing the “Medical Documents” section of the app. The documents uploaded by Synevo in the “Medical Documents” section are issued by the authorities and/or professional bodies in the field mentioned in the respective medical guides and the authorities and/or professional bodies that issued them shall be fully liable regarding their content. The Physician User shall be solely and fully responsible for any diagnosis, prognosis, medical and/or non-medical recommendation, referral, prescription made as a result of the information available in the “Medical Documents” section in MySynevo.

VI.2. Information available to the Patient User

A Patient User who has a MySynevo account, created according to the provisions of chapter D. Patient User’s Access to MySynevo within these Terms and Conditions can find information about the medical services provided by Synevo (including, without limitation, information on the test, the due date for the release of the result, the price of each medical service, etc.).

Also, a Patient User who has a MySynevo account has access, through the app, to answers regarding a number of frequently asked questions regarding the medical lab services provided by Synevo, as well as the use of the MySynevo app (e.g. which Synevo collection centres have working hours on Saturdays, how to activate the MySynevo account, how to use the Order and Payment Function, which documents are necessary for the release of results, etc.).

VII. Interaction between the Physician Users and the Synevo physicians via MySynevo

A Physician User who has a MySynevo user account of doctor profile type, created according to the provisions of chapter E. Physician Users’ Access to MySynevo, point 2. Extended access – Doctor account registration within these Terms and Conditions shall have the possibility to address questions to a Synevo physician by using the chat function available within MySynevo.

In order to be able to interact with a Synevo physician, the Physician User shall select the “Chat” function from the menu, in the “Laboratory” section, subsection “Start a conversation”, where the Physician User can ask their question in writing. By using this Synevo Feature, the Physician User can only include text messages, without the possibility to attach any type of document, file and/or audio/video recording.

Using the chat available in MySynevo, a Physician User can only: (i) request information and/or general clarifications regarding the medical services provided by Synevo (e.g. work method, result release term, calculation algorithm, etc.), (ii) seek advice on the interpretation of the results of investigations performed in the Synevo laboratories by the Physician User’s patients, respectively (iii) seek advice on any subsequent investigations which need to be carried out by the Physician User’s patients.

In response to the question asked by the Physician User through the chat available in MySynevo, the Physician User shall receive the following answer “I have received your request, a physician will take over the subject as soon as possible” and the Physician User’s request shall be assigned to a Synevo Physician, who shall take over the request and shall reply to the Physician User as soon as possible, but within no more than 24 hours after receipt of the request by the Synevo physician.

The Synevo Physician may request additional information and/or clarifications from the Physician User, needed in order to answer the question asked by the Physician User, the latter being under the obligation to provide to the Synevo physician all the requested information within no more than 24 hours from the time the Synevo Physician sent the request for information and/or additional clarifications.

Advice on the interpretation of the results of the investigations carried out and of any subsequent necessary investigations shall be provided by the Synevo Physicians in compliance with the applicable legal provisions.

A Physician User who uses the chat function available within MySynevo to interact with a Synevo physician (i) shall be fully responsible for maintaining the confidentiality of the Physician User’s patient data, which they can access as a medical specialist, and undertakes to comply with all applicable legal provisions on the matter and (ii) guarantees that they meet all the conditions laid down in the applicable legal provisions for disclosing to Synevo the confidential information of the Physician User's patients.

Also, the Physician User shall be solely and fully responsible for any diagnosis, prognosis, medical and/or non-medical recommendation, referral, prescription made as a result of the interaction had through the chat available within MySynevo.

The conversation initiated using the chat shall remain active for 24 hours after the last message sent by the Physician User and/or by the Synevo physician, and, after 24 hours of inactivity, it shall be automatically closed and archived. The conversation between the Physician User and the Synevo physician via chat can still be viewed within the app, but neither party shall be able to return to it once it is archived. If the Physician User has additional questions related to an archived conversation, the Physician User must initiate a new conversation by following the steps mentioned in this section.

Chapter G. Terms and Conditions of the Medicover Tech Features

These Terms and Conditions of the Medicover Tech Features shall constitute the agreement between Medicover Tech and the Physician User, respectively the Patient User, and they shall govern the relation between the Physician User, respectively the Patient User, and Medicover Tech, with regard to the use of the Medicover Tech Features. Use of the Medicover Tech features shall only be possible after reading, understanding and accepting these Terms and Conditions of the Medicover Tech Features. If you do not agree with the Terms and Conditions of the Medicover Tech Features, you may not use MySynevo.

By using the Medicover Tech Features, the Physician User and the Patient User accept these Terms and Conditions of the Medicover Tech Features and grant their express consent for accessing the Medicover Tech Features and for the provision of medical Services via telemedicine.

I. Definitions

Medicover Tech Features – shall be the MySynevo features operated and managed by Medicover Tech, which involve the provision of medical services free of charge by Physical Users to Patient Users via MySynevo, in accordance with these Terms and Conditions of the Medicover Tech Features.

Medicover Tech – shall be the legal entity that operates the Medicover Tech Features, acting as a telemedicine services intermediary; Medicover Tech shall perform such mediation services for the benefit of the Physician Users and of the Patient Users free of charge.

MySynevo/the app – shall be a communication platform managed by Medicover Tech for the online interaction of Physician Users with Patient Users, respectively for the provision of medical services by the Physician Users for the benefit of Patient Users.

Medical Services – shall be medical teleconsultation and telemonitoring services regarding the interpretation of the results/medical investigations performed by Patient Users and of any subsequent necessary investigations which the Physician Users can provide free of charge to the Patient Users via MySynevo in the form of (i) a conversation initiated by the Physician User with the Patient User via the chat available in MySynevo, (ii) the sending by the Physician User to the Patient User of a medical recommendation for the performance of medical lab tests, respectively in the form of (iii) adding comments to the results of medical laboratory tests performed by the Patient User within Synevo to which Physician Users have access in MySynevo, in accordance with these Terms and Conditions of the Medicover Tech Features.

Physician User - shall be the Physician User who has a MySynevo user account of doctor profile type, created according to the provisions of chapter D. Physician Users’ Access to MySynevo, point 2 Extended access – doctor account registration within these Terms and Conditions and using the Medicover Tech Features.

Patient User – shall be the patient of the Physician User who is provided with the Medicover Tech Features.

These Definitions (i) shall apply exclusively by reference to the Medicover Tech Features, being exclusively applicable to Chapter G. Terms and Conditions of the Medicover Tech Features within these Terms and Conditions, and (ii) shall be supplemented with the definitions included in Chapter B. Definitions contained in these Terms and Conditions. In case of any discrepancy between the definitions of terms included in Chapter B. Definitions and those in Chapter G. Terms and Conditions of the Medicover Tech Features, the definitions of the terms in this Section shall prevail.

II. Terms of use

The use of the Medicover Tech Features implies and constitutes the agreement of the Patient User and of the Physician User with regard to these Terms and Conditions of Medicover Tech Features and shall govern the relationship between (i) the Physician User, respectively the Patient User and Medicover Tech, as well as between (ii) the Physician User and the Patient User with regard to the use of the Medicover Tech Features.

Failure to comply in any way with these Terms and Conditions of the Medicover Tech Features may entail unlimited liability of the Physician User and of the Patient User for any and all damages that such breach may incur to Medicover Tech, to the other users and/or to third parties.

By accessing the Medicover Tech Features via MySynevo, the Patient User and the Physician User understand and agree that Medicover Tech: (i) cannot control and does not control the content of written messages or other information sent to the Physician User, respectively to the Patient User, within the Medicover Tech Features and cannot automatically become aware of the content of such messages, documents or files; (ii) is not liable if the Medicover Tech Features do not function constantly without interruptions, nor for the technical quality of the provision of online services; nor shall Medicover Tech assume liability for any damages resulting from the users’ actual use of the Medicover Tech Features or from the impossibility to use such app because of the users’ digital device.

III. Medicover Tech Features

III.1. Interaction between the Physician Users and the Patient Users via MySynevo

The Physician User shall have the possibility to initiate a conversation exclusively with a Patient User who has a user account of “medical profile” type, created according to the provisions of chapter D. Patient Users’ Access to MySynevo, point 2 Customer Access – medical profile registration and which can be found in the “My Patients” list available in the Synevo Features.

The conversation can be initiated via the chat available in MySynevo exclusively by the Physician User, and the Patient User shall have the possibility to respond to messages sent by the Physician User and/or to address other questions to the Physician User who initiated the conversation.

By using this Medicover Tech Feature, the Physician User and the Patient User can only include text messages, without the possibility to attach any type of document, file and/or audio/video recording.

Using the chat function available between the Medicover Tech Features made available by the app, the Physician User shall provide, free of charge, for the benefit of the Patient Users, exclusively medical teleconsultation and telemonitoring services regarding the interpretation of the results/investigations performed by the Patient Users and of any subsequent necessary investigations.  

The Physician User can initiate the conversation by going to the “Chat” page available in the MySynevo menu, selecting the “Patients” section and the “Start a conversation – +” button, which will allow him to select the Patient User with whom they wish to initiate a conversation by searching for them in the “My Patients” list available in the Synevo Features, according to the provisions of Chapter F. Synevo Terms and conditions of Service, Section III. Access of the Physician User to the “My Patients” section and of the Patient User to the “My Physicians” section.

Before initiating a conversation with a Patient User using the chat available in MySynevo, the Physician User undertakes to obtain from each Patient User with whom they initiate a conversation the informed patient’s consent regarding the Medical Services provided to the Patient User via MySynevo, in accordance with the applicable legal provisions. By initiating a chat with a Patient User, the Physician User declares and warrants that they have obtained from each Patient User with whom they initiate a conversation through the chat available within MySynevo the informed patient’s consent regarding the medical services provided via MySynevo, in accordance with the applicable legal provisions.

The Physician User who uses the chat function available within the Medicover Tech Features to interact with a Patient User (i) shall be fully liable for maintaining the confidentiality of the data of the Patient Users which they can access as a medical specialist, and assumes the obligation to comply with all applicable legal provisions in the field and (ii) guarantees that the Medical Services will be provided by them via MySynevo in compliance with all applicable legal provisions, including, without limitation, the provisions regarding the patient’s rights, the provisions regarding telemedicine etc.

When the Physician User initiates a new conversation, the Patient User is notified in the app (i) via a new notification added to the notification bell available in the app, if the Patient User is not using the app at the time the Physician User sends the message, or (ii) through a pop-up window, if the Patient User is using the app at the time the Physician User sends the message.

The Patient User shall not have the obligation to reply to the messages sent by the physician, and may refuse the Medical Service provided by the Physician User via telemedicine.

By using MySynevo, the Patient User provides their express consent to access the Medicover Tech Feature that involves a chat with the Physician User and to provide Medical Services via telemedicine.

To access the conversations initiated by the Physician Users, the Patient User must access the “Chat” page available in the MySynevo menu, where they can view all such conversations and reply to the messages sent by the physician.

Depending on the medical situation ascertained following the Medical Services, Physician Users can issue medical prescriptions, referrals to other specialties or investigations to patients.

During the interaction via the chat in MySynevo, the Physician User can provide recommendations regarding the opportuneness in providing the Medical Service at the clinic, in a face-to-face medical office, depending on the Physician User’s availability, if it is found that this is necessary within the Medical Service conducted through MySynevo, with the possibility to ask the Patient User to book an appointment for the medical service to be provided in a face-to-face medical office.

The interaction through the chat in MySynevo shall not be used by a Physician User and/or by a Patient User where the Patient User and/or the Physician User do not speak the same language at a sufficient level to ensure good communication between them. The MySynevo app interface is only available in Romanian for the Physician User, respectively in Romanian and English for the Patient User.

All conversations initiated by the Physician Users shall be available in MySynevo both in the Patient User’s account and in the Physician User’s account for a period of one year from the date the conversation was initiated. During this interval, both the Physician User and the Patient User can write messages as part of this conversation. After a period of one year has elapsed from the date the conversation is started, it shall be automatically deleted from the accounts of the two participants in the conversation.

Both the Physician User who initiated the conversation and the Patient User may close a conversation initiated by the Physician User; in this case, to the extent that the Physician User wishes to send a new message to the Patient User, the Physician User must initiate a new conversation with the Patient User, following the above steps.

Also, both the Physician User who initiated the conversation and the Patient User may block the possibility of initiating a conversation with a Patient User, respectively with a Physician User, in which case the Physician User can no longer initiate a conversation and can no longer reply to messages sent by a Patient User during a conversation, and the Patient User can no longer send messages to the Physician User. Users may unblock themselves by accessing the “Unblock User” button available in every conversation with each Patient User/Physician User within the chat section.

III.2. The recommendation given by the Physician Users to the Patient Users to perform additional tests

By accessing the “Medical Library” section, by pressing the “+” button, the Physician User may choose medical services from the Synevo portfolio which they can add to a list. The Physician User can access the list thus created in the “Medical Recommendations” section by pressing the “+” button in the app’s menu bar.

After creating the list of services, the Physician User may send a recommendation for the performance of medical lab tests to a patient from the “My Patients” list available in the Synevo Features, as provided in Chapter F. Synevo Terms and conditions of Service, Section III. Access of the Physician User to the “My Patients” section and of the Patient User to the “My Physicians” section from the Physician User account.Within such medical recommendation, the Physician User may also add comments. After completing the medical recommendation, the Physician User must press the “Send the recommendation to the patient” button, and afterwards the Physician User shall be provided with a confirmation as to the person to whom the recommendation was sent.

In this case, the Patient User shall receive the recommendation as follows:

• If the Patient User has a “medical profile” user account created according to the provisions of chapter D. Patient Users’ Access to MySynevo, point 2. Customer access – Medical profile registration, the Patient shall receive the medical recommendation in the app. Also, the Patient User shall be sent the medical recommendation at the email address with which he created their MySynevo account, which shall include: the first name and surname of the physician who made the recommendation, the recommended medical tests and the fact that the Patient User has the possibility to perform such medical tests at any laboratory medical service provider chosen by them.
• If the Patient User only has a “general access”-type user account created according to the provisions of chapter D. Patient Users’ Access to MySynevo, point 1. General access – User account registration or does not have a MySynevo account, the Patient User shall receive the medical recommendation at the email address with which the Patient User created their MySynevo account (if they have such an account) or at the e-mail address indicated in the request for tests in which the Physician User was indicated as a referring physician (if they do not have a MySynevo account). The e-mail communicated to the Patient User shall include: the first name and surname of the physician who made the recommendation, the recommended medical tests and the fact that the Patient User has the possibility to perform such medical tests at any laboratory medical service provider chosen by them.

Also, the Physician User may send a recommendation for the performance of medical lab tests to a patient who is not in the “My Patients” list available in the Synevo Features from the Physician User’s account, by the Physician User entering the e-mail address provided to them by the Patient User. The Physician User declares and warrants that they have obtained the consent of the Patient User for the use of the Patient User’s e-mail address and is responsible for the accuracy and correction of the Patient User’s data entered in this form.

In this case, after creating the list of services, the Physician User must press the “+ new patient” button, must add the Patient User’s e-mail address and then press the “Continue” button. After the Patient User’s e-mail address thus entered is displayed to the Physician User, the “Send the recommendation to the patient” button shall be activated, which they shall have to press to send the recommendation to such Patient User, and afterwards a confirmation shall be provided to the Physician User as to the person to whom the recommendation was sent

The Patient User shall receive the medical recommendation at the e-mail address indicated by the Physician User. The e-mail communicated to the Patient User shall include: the first name and surname of the physician who made the recommendation, the recommended medical tests and the fact that the Patient User has the possibility to perform such medical tests at any laboratory medical service provider chosen by them.

Before sending a medical recommendation, the Physician User undertakes to obtain from each Patient User to whom they wish to send the medical recommendation (whether or not they have a MySynevo account) the informed patient’s consent regarding the medical services provided to the Patient User via MySynevo, in accordance with the applicable legal provisions. By pressing the “Send recommendation to the patient” button, the Physician User declares and warrants that they have obtained from each Patient User to whom they send the medical recommendation the informed patient’s consent regarding the medical services provided via MySynevo, in accordance with the applicable legal provisions.

Additionally, for patients who do not have a MySynevo account:

• The Physician User undertakes to communicate to them the Terms and Conditions applicable to this Medicover Tech Feature, which terms and conditions shall be fully applicable to such Patient Users and who shall have the obligation to comply with them. The Physician User shall be liable to Medicover Tech, to the Patient User and/or any third parties for any damage caused to them as a result of the Physician User’s failure to comply with such obligation.
• Before sending them the medical recommendation, the Physician User undertakes to obtain the express consent for each Patient User’s access to such Medicover Tech Feature and for the provision of medical services via telemedicine.

In the case of users who do not have a MySynevo account, by pressing the “Send the recommendation to the patient” button, the Physician User declares and warrants that: (i) they have obtained the express consent from each Patient User to whom the medical recommendation is sent for each Patient User to access such Medicover Tech Feature and for the provision of medical services via telemedicine; (ii) they have obtained from each Patient User the patient’s informed consent to the medical services provided via MySynevo, in accordance with the applicable legal provisions, respectively that (iii) they have communicated to each Patient User the terms and conditions applicable to this Medicover Tech Feature.

By using MySynevo, the Patient User who has a MySynevo account and provides their express consent to access the Medicover Tech Feature that involves the receipt of medical recommendations from the Physician Users and for the provision of Medical Services via telemedicine.

The Physician User using the medical recommendation function available within the Medicover Tech Features guarantees that such medical services shall be provided by them via MySynevo in compliance with all the conditions provided by the applicable legal provisions, including, without limitation, the provisions concerning the patient’s rights, the legal provisions regarding telemedicine, etc.

The Patient User who receives a medical recommendation from a Physician User has the possibility to perform laboratory medical tests recommended by the Physician User within any laboratory medical services provider chosen by the Patient User. The Physician User declares that, by sending the medical recommendation through MySynevo using the Medicover Tech Features, they do not recommend the performance of the medical tests within Synevo, but only recommends the performance of some medical lab tests, which the Patient User has the possibility to perform within any laboratory medical services provider chosen by the Patient User. The Patient User declares that they understand that by submitting a medical recommendation, the Physician User does not recommend the performance of medical tests at Synevo and that they have the possibility to perform them with any laboratory medical services provider.

A Patient User who has a “medical profile” user account created according to the provisions of chapter D. Patient Users’ Access to MySynevo, point 2. Customer access – Medical profile registration can view medical recommendations received from the Physician User by accessing the “Test recommendations” section in MySynevo. In this section, the patient User may:

• view the first name and surname of the Physician User who recommended the medical tests, the recommended medical tests, any comments of the physician and the date on which the recommendation was sent;
• download the list of recommended medical tests in a pdf document;
• delete a medical recommendation received from a Physician User.

Also, to the extent that they wish to purchase from Synevo the medical tests recommended by the Physician User, from this section, the Patient User who has a “Medical Profile” user account may add the medical tests included in the medical recommendation to the cart, by pressing the “+” button. To purchase of medical tests thus added to the cart, the Patient User must use the Order and Payment Function, available within the Synevo Features, according to the provisions of Chapter F. Synevo Terms and conditions of service, section IV. The Order and Payment function for medical services provided by Synevo within MySynevo within these Terms and Conditions,

The Physician User can view medical recommendations sent to Patient Users by accessing the "My Recommendations" section of MySynevo. In this section, the Physician User may:

• view the first name and surname of the Patient User to whom the medical recommendation was sent, the Patient User’s age, the Patient User’s e-mail address;
• view the medical recommendations sent to the Patient Users and the date of their transmission;
• resend a medical recommendation to the same Patient User;
• access the chat with the respective Patient User, which they can use according to section III. 12. Interaction between the Physician Users and the Patient Users via MySynevowithin these Terms and Conditions of the Medicover Tech Features, and in which the same medical recommendation may be resent to such Patient User.

III.3 Adding comments by the Physician User on the medical test results of Patient Users to which the Physician User has been granted access by the Patient User

The Physician User has the possibility to add comments to laboratory medical test results made at Synevo by the Patient User who holds a "medical profile" user account, created in accordance with the provisions of Chapter D – Access to MySynevo for Patient Users, Section 2 – Client Access – Medical Profile Registration. These comments can only be added to the medical tests of the Patient User to which the Physician User has access in MySynevo, in accordance with Chapter F – Terms and Conditions of Synevo Functionalities, Section I – Access to Medical Test Results Conducted at Synevo, Subsection I.3 – Access for the Physician User.

Through the comment function available as part of the Medicover Tech functionalities provided by the application, the Physician User will provide, free of charge, medical teleconsultation and telemonitoring services exclusively for the benefit of Patient Users, regarding the interpretation of test results/investigations performed by Patient Users and any necessary follow-up investigations.

By accessing the "Test Results" section, the Physician User is presented with a list of all orders and result reports to which they have been granted access by the Patient User. By clicking the "View" button, the Physician User chooses to view the medical test results of a specific Patient User from a particular test order/request. After clicking this button, a page opens where the Physician User can see all the results associated with the test request, which may either have a recorded value or be marked as "in progress" (meaning the tests are still being processed in the Synevo laboratory and results are not yet available).

For tests that already have a displayed result, the Physician User has the option to add a comment by clicking the button labeled "Add Comment" displayed below the result. Upon clicking this button, a new window opens where the Physician User can only enter text messages—no documents, files, or audio/video recordings can be attached. After adding the desired comment, the Physician User must click the "Save" button to finalize and post the comment, making it visible to both Users (the Physician User and the Patient User). Once the comment is saved, the comment window closes, and the comment appears under the test result for both Users. Additionally, when a comment is saved and posted by the Physician User, the Patient User receives a notification in their account.

Before adding a comment to a Patient User's test result, the Physician User is required to obtain the informed consent of the Patient User regarding the medical services provided via MySynevo, in accordance with applicable legal provisions. By adding a comment to a Patient User's test result and clicking "Save," the Physician User declares and guarantees that they have obtained the Patient User's informed consent for the medical services provided via MySynevo, in compliance with the applicable legal provisions.

A Physician User who utilizes the comment function within Medicover Tech functionalities to interact with a Patient User:
(i) is fully responsible for maintaining the confidentiality of the Patient Users' data to which they have access as a medical specialist and is obligated to comply with all applicable legal provisions in this regard; and
(ii) guarantees that the Medical services provided through MySynevo will comply with all legal requirements, including but not limited to those related to patient rights and telemedicine regulations. Additionally, the Physician User is solely and entirely responsible for any diagnosis, prognosis, medical and/or non-medical recommendations, referrals, or prescriptions made through the comment function within MySynevo.

A Physician User may add multiple comments to the same test result, and multiple Physician Users may add comments to the same test result. However, each Physician User can only view the comments they have personally added. When multiple comments exist on a particular result, they can be viewed by clicking the "..." symbol displayed next to the last comment. By clicking this button, the Physician User will only see the comments they have added, while the Patient User will see all comments added by all Physician Users for that result.

By using MySynevo, the Patient User expressly consents to the access to the Medicover Tech functionality that allows Physician Users to add comments and to the provision of Medical services via telemedicine.

Depending on the identified medical situation, following the Medical services provided, Physician Users may issue medical prescriptions, referrals to other specialties, or recommendations for further investigations to Patient Users.

During interactions through comments on MySynevo, the Physician User may recommend that the Patient User seek in-person medical services at a clinic, depending on the availability of the Physician User. If it is determined that an in-person consultation is necessary based on the Medical services provided through MySynevo, the Physician User has the option to request the Patient User to schedule an appointment for the medical service to be provided in person at a medical office.

IV. Representations and warranties

By using the Medicover Tech and MySynevo Features, the Physician User declares and warrants that they have obtained from the Patient Users the patient’s informed consent regarding the medical services provided via MySynevo for the benefit of the Patient Users, in accordance with the applicable legal provisions. The Physician User is fully responsible for obtaining the patient’s informed consent and the consent regarding the provision of telemedicine services from the Patient Users prior to the provision for the benefit of a Patient User of any Medical Service via MySynevo and shall be fully liable to Medicover Tech, to the Patient User and/or any third party in case of non-compliance with such obligation.

The Physician User using the Medicover Tech Features: (i) shall be fully liable for maintaining the confidentiality of the data of the Patient Users which they can access as a medical specialist, and assumes the obligation to comply with all applicable legal provisions in the field and (ii) guarantees that the Medical Services shall be provided by them via MySynevo in compliance with all applicable legal provisions, including, without limitation, the provisions regarding the patient’s rights, the provisions regarding telemedicine etc.

The Physician User shall be exclusively and fully responsible for the medical services provided through the Medicover Tech Features within the app, as well as for any diagnosis, prognosis, medical and/or non-medical recommendation, referral, prescription following the interaction with the Patient User as a result of the use of Medicover Tech Features.

V. Personal data processing

Your personal data shall be processed within the Medicover Tech Features in accordance with the Medicover Tech Privacy Policy, which you can consult by accessing the Synevo Privacy Policy link.

VI. Digital services

If, while using MySynevo, the Users notice the presence of Illegal Content, they may send a notice to Medicover Tech (“Illegal Content Notification”) in this regard, containing (i) a sufficiently substantiated explanation of the reasons why the User claims that the information in question constitutes illegal Content, (ii) information enabling the identification of the illegal Content, (iii) the name and e-mail address of the User who sends the notification and (iv) a statement confirming that the User who sends the notification undertakes that the information is complete and that the matters included in the notification are accurate and complete.

You are responsible for the information and files that you send or upload to MySynevo. Medicover Tech does not actively monitor or restrict the content you submit via MySynevo. To the extent that Medicover Tech receives a Notice of Illegal Content, Medicover Tech shall take the necessary measures provided for by applicable law. Medicover Tech shall decide on the actions it shall take in this regard based on the analysis of the Notification of Illegal Content in a timely, non-discriminatory, diligent and non-arbitrary manner.

Notifications of Illegal Content, as well as complaints about their resolution, can be sent to the electronic single contact point established by Medicover Tech, which you can access at adresadatepersonale@synevo.ro.

Users declare that they are aware and assume the fact that, depending on the outcome of Medicover Tech’s internal review, Medicover Tech may take actions with respect to the Users who provide Illegal Content via MySynevo, which may involve:

a) any restrictions on the visibility of certain information, including the removal of the Illegal Content or the blocking of access to Illegal Content;

b) suspension of all or part of access to MySynevo or termination of access to MySynevo;

c) suspension or termination of the account of the User who provided the Illegal Content.

Chapter H. Security of information within the account

Synevo and Medicover Tech have implemented appropriate security measures for the information accessible via the MySynevo app. Each User shall have the possibility to activate the two-factor authentication (2FA) security standard, which adds an additional layer of data protection. This standard involves adding an additional security level to the authentication process by entering a code received via SMS (in addition to the username and password), to the phone number provided by the customer.

Adding another layer by entering a code from your device creates a two-factor authentication login and significantly increases the security of User data.

You shall have exclusive liability concerning the confidentiality of your user name and password, as well as concerning your information (medical information included) available within MySynevo, and it shall belong exclusively to you.

Please be warned on the following::

1. You are aware of, you agree and warrant that you are fully liable if your account is used by a third party, whether or not you agreed to such use.
2. You are under the obligation to inform the MySynevo app administrator whenever you notice unauthorised use of your account. At the same time, you are under the obligation to use the exit button from your account whenever you want to leave the MySynevo app. Synevo and Medicover Tech shall not be liable for any damages caused to you or any third party as a result of your failure to comply with this provision. Synevo and Medicover Tech have taken all reasonable security measures to ensure that the information submitted within the MySynevo app remains confidential. Synevo and Medicover Tech shall not be liable for the security of the information, as there are no technical means to guarantee that the MySynevo app cannot be “hacked”.
3. It shall be forbidden to copy, publish and distribute the information presented on MySynevo for purposes other than information about the data (including medical and/or medical history) that you have access to your MySynevo account. Any distribution of information from the MySynevo app by you or a third party shall be done solely at your own risk.
4. Synevo and/or Medicover Tech shall have the right to suspend your right of access at any time if they consider that, by the way you have been using MySynevo, your account has been accessed by third parties, or if there are suspicions that you have violated these Terms and Conditions. Synevo and Medicover Tech shall have the right, at any time and at their discretion, to modify MySynevo app or to suspend its operation, either temporarily or permanently, without prior notice or consent and without being liable to you or to any other person for any damages caused or discomfort incurred.
5. For Physician Users:
6. You acknowledge, agree and warrant that you are solely and fully responsible for the manner in which you use all data in your MySynevo account (Doctor account), whether it is intentional or negligent use. You are also fully responsible for maintaining the confidentiality of the data you have access to, as a medical specialist.
7. You acknowledge, agree and warrant that you are solely and fully responsible for any diagnosis, prognosis, medical and/or non-medical recommendation, referral, medical prescription made following consultation of the data you have access to your Doctor account within MySynevo and/or following access to Synevo Features and Medicover Tech Features.
8. You acknowledge, agree and warrant that you are solely and fully responsible for your interaction (of any kind) with patient Users who submitted the referral and who have requested the communication of their result/medical data to the referring physicians for laboratory tests performed at Synevo laboratories. Synevo is not and shall not be construed as an intermediary between you and the patient with respect to any of the matters relating to the data you have access to within MySynevo (Doctor account).
9. You acknowledge, agree and warrant that you are solely and fully responsible for your interaction (of any kind) with Patient Users through the Medicover Tech Features and that you will comply with any and all legal provisions applicable to medical services.

For more information on the security of personal data, please see (I) the Synevo Privacy Policy, which you can access at the respective Synevo Privacy Policy link (ii) the Medicover Tech Privacy Policy, which you can access at the  Medtech Privacy Policy link .

Chapter I. User’s Responsibilities

Upon accepting these “Terms and Conditions”, we hereby inform you that you have acknowledged and, on the other hand, that you fully agree with the fact that Synevo and Medicover Tech are not and shall not be held liable for any direct, indirect, accidental or special damages, particularly those which may result from:

A) use or inability to use the MySynevo Features;

B) loss of access data (username and password) for any reason;

C) any statements or actions made by third parties concerning MySynevo, for which Synevo and/or Medicover tech shall not be liable, under the law;

D) the deletion of all or of part of the personal data on MySynevo;

E) the establishment of diagnoses or treatments, either by you or by a physician, based on the information included in MySynevo;

F) any other issue related to the services and information submitted via MySynevo, for which Synevo and/or Medicover Tech shall not be liable under the law.

Synevo and Medicover Tech explicitly disclaim any responsibility for the actions or omissions of users or third parties in connection with MySynevo, regardless of Synevo’s and/or Medicover Tech’s action or inaction, and you shall bear the entire risk arising from using MySynevo in violation of the applicable legal provisions or of these terms and conditions.

As a user, you understand and agree that Synevo and Medicover Tech does not guarantee that MySynevo will be available continuously, uninterrupted, securely or error-free.

Your MySynevo account can be closed pursuant to a written request to the Data Protection Officer at the contact address datepersonale@synevo.ro, within no more than one calendar month from receipt of the request After closing your account on MySynevo, your access to the facilities provided through MySynevo will no longer be possible.

If access to MySynevo is waived, (I) the Patient User shall have the possibility to re-register at any Synevo Centre and (ii) the Physician User shall have the possibility to reactivate their access to the app based on a request sent to the contact address datepersonale@synevo.ro.

At the same time, in case the password is lost, the user may recover the password by using the “I forgot my password” option available in the login panel, and, in the case of the Patient User, also by any request submitted to this purpose in any Synevo centre.

Your MySynevo account may also be closed and the access may be blocked if the MySynevo app administrator finds that you failed to comply with any of the provisions of these Terms and Conditions. In such a case, any access to the system will be permanently blocked, and the user will be informed about this incident by e-mail.

Chapter J. Limitation of liability

Synevo and Medicover Tech shall not be responsible for any direct, indirect, related, specific damages and/or damages that may be caused by the use of MySynevo, such as: the application of sanctions to the Physician Users by the professional organisation; complaints of the Physician Users’ patients; complaints of other specialists in the medical field; loss of earnings (money, profits, etc.); data loss; interruption of services; damage to IT systems (computers, printers, routers, switches, etc.); bodily injury or emotional distress arising out of or in relation to the use of MySynevo; the impossibility to use MySynevo.

The limits of Synevo's and Medicover Tech’s liability as set forth in these Terms and Conditions are key elements of the relationship between Synevo and Medicover Tech respectively and the Users, and the latter expressly agree to the provisions concerning the limitation of Synevo's and Medicover Tech’s liability.

Chapter K. Notifications

All notifications and/or any communication with Synevo or Medicover Tech, including those related to these Terms and Conditions, shall be in writing:

•             By e-mail (electronic mail), to the address that each user provided upon creating the MySynevo account;

•             Via messages published on MySynevo app.

Chapter L. Applicable Law and Dispute Settlement

These Terms and Conditions shall be governed by and construed in compliance with the Romanian law. Any dispute arising between Synevo, respectively Medicover Tech and the Users shall be settled amicably. If an amicable solution is not possible, Synevo, Medicover Tech and/or the Users shall forward the issues to the competent courts in Bucharest.

Chapter M. Communication

In case of any doubts, lack of clarity, or for any questions regarding the Terms and Conditions, please contact us (i) at the e-mail address relatii.clienti@synevo.ro, if they concern the Terms and Conditions of the Synevo Features and/or the General terms and Conditions which also apply to the Synevo Features, respectively (ii) to the e-mail address relatii.clienti@synevo.ro, if they concern the Terms and Conditions of the Medicover Tech Features and/or the General Terms and Conditions which also apply to the Medicover Tech Features.

If you have any doubts and/or requests regarding the processing of your personal data in the context of the use of MySynevo, please contact us (i) at the e-mail address datepersonale@synevo.ro if they concern the personal data processed by Synevo, respectively (ii) to the e-mail address dpo- medtech@medicover.com, if they concern the personal data processed by Medicover Tech.

Chapter N. General

If, by using the recognised procedural modalities, one or several clauses of the Terms and Conditions is/are cancelled or declared null and void by a competent court of law, the effects of such nullity shall under no circumstances affect the validity of the remaining provisions which, based on their compliance with the legal regulations, shall remain fully applicable in the future. These Terms and Conditions represent the only agreement between you and Synevo, respectively Medicover Tech, in regard to your use of MySynevo and access to the information available in this app, superseding any prior agreement on this matter. Synevo and Medicover Tech are the only ones entitled to amend the conditions of use of MySynevo, without sending any prior notification and without needing to request your consent in advance. Any amendment to the conditions shall be immediately implemented in MySynevo app, and it shall give you the right to check out the latest version of such conditions by simply accessing these conditions.

These Terms and Conditions shall constitute the exclusive and entire agreement and understanding between you and Synevo, respectively Medicover Tech.

These Terms and Conditions of Use of the MySynevo web app shall apply as of 09.04.2025 and shall replace the Terms and Conditions of Use of the MySynevo web app  which were valid from 01.11.2024 until 08.04.2025.

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