FV@HOME MOBILE APPLICATION TERMS AND CONDITIONS

 

Far East Medical Vietnam Limited ("FV Hospital”, "We" or "Our") is the provider of this FV@HOME Mobile Application giving Users access to Our Services.

 

Upon access of FV@HOME Mobile Application, User is deemed to have agreed to comply with Terms and Conditions set out below (these ‘‘Terms and Conditions”) which can be amended from time to time subject to our decision.

 

This Terms and Conditions read with the Personal Data Protection Policy and other documents available on FV@HOME Mobile Application constitutes a legal binding agreement between User and FV Hospital.

 

1.       Definitions and interpretation

 

1.1.       "Account" means User's account opened for requesting and receiving our Services.  

 

1.2.       "Identification Code" means Login Name, Username, Password, OTP (One Time Password), including other codes for identification of User accessing Services, either set by FV or User.

 

1.3.       "Services" means the services listed in Article 2 below provided by FV Hospital.  

 

1.4.       "User "or “You” means a person using FV@HOME Mobile Application (registered or not) which must be subject to these Terms and Conditions.

 

1.5.       Unless the contrary appears from the context, words importing the singular number include the plural number, and vice versa.

 

2.       Services

 

2.1.    The Services accessible to User through FV@HOME Mobile Application include Telemedicine Consultation with following functions: (i) creating and managing a user Account, including maintaining health records; (ii) searching for FV Hospital’s Doctors and viewing FV Hospital’s Doctor’s profile; (iii) requesting for video consultation appointments with FV Hospital’s Doctors (“Appointment”); (iv) processing online payment for Video consultation fee (“Payment”); (v) Receiving reminding, confirmations, notifications about successful payment, scheduled appointment date & time, incoming appointment, etc.; (vi) conducting teleconsultation with FV Hospital’s Doctors; (vii) accessing News, health articles and announcements from FV Hospital.   

FV Hospital reserves the right to modify the aforementioned functions of the FV@HOME Mobile Application, including any applicable services and related fees, at any time without prior notice.

2.2.    Services Standards:

Our Services is provided in full compliance with Vietnam applicable legal regulations on medical examination and treatment. This includes, but is not limited to, ensuring consultations are conducted by qualified doctors and maintaining strict confidentiality of patient information.

While telemedicine is a tool that can give easier access to healthcare, provide support for people with chronic conditions, enhance patient engagement, decrease cost and gain time for patients and eliminate exposure to any pathogen for both  patients and  healthcare providers, we would like to emphasize that face to face consultation between doctor and patient remains the gold standard of clinical care Telemedicine is more suitable for new patients whose conditions do not require hospitalization, chronic care management, fragile elderly patients for whom traveling to the hospital is difficult, follow-up existing patient or patients living far away.

a.        Emergency Services: If you require urgent medical attention, please contact our Accident & Emergency department at any time 24/7 directly through Tel (+84) 28 5411 3500 or visit the nearest emergency medical service facility.

 

b.       Children’s Consultations: For patients under 15 years of age, a parent or legal guardian must be present during the teleconsultation.

 

2.3.    User is required to read carefully and consent with our TELEMEDICINE SERVICES CONSENT FORM as stated in Appendix I of these Terms and Conditions.

 

3.       Eligibility

A User will be deemed “Eligible” to access the Services only upon satisfying all of the following conditions:

3.1.     User has attained the age of at least 18 (eighteen) years;

3.2.     User is legally competent to enter into a contract in accordance with applicable laws;

3.3.     User has a mobile device owned and controlled by User and which meets our prevailing specifications for mobile devices; and

3.4.     User has the FV@HOME Mobile Application installed on User’s mobile device. 

 

4.       User's Registration

 

4.1.       Registration is required for use of the full benefits and functions of FV@HOME Mobile Application.

 

The user understands and acknowledges that registration on the FV@HOME Mobile Application is only possible after fulfilling the requirement of providing complete personal information. The user is also required to complete any consent forms as determined by FV Hospital before receiving any services.

 

4.2.       User shall keep confidential and shall not disclose or reveal his/ her Identification Code to others.

 

4.3.       User may change his/her Login Name or Username and/ or Password for accessing FV@HOME Mobile Application.

 

4.4.       User confirms that:

 

c.      all information provided by User through FV@HOME Mobile Application is true and complete; and

 

d.     User is the person using FV@HOME Mobile Application for him/herself and his/her family members, and not impersonate any one.  

 

4.5.       User agrees to be fully responsible for any use of FV@HOME Mobile Application under User's Identification Code.

 

4.6.       FV@HOME Mobile Application operates also as an electronic health record repository within the healthcare sector to provide a platform for secure health information.

 

5.       Using FV@HOME Mobile Application

 

5.1.    Accessing

 

a.     User needs to access FV@HOME Mobile Application to use our Services.

 

b.     FV@HOME Mobile Application identifies User by User’s registered phone number. In case User loses access to his/her phone number or have issues with it, User is required to contact us at (+84) 96262 7826 (8:00am-5:00pm Monday to Friday & 8:00am-12:00pm Saturday) or via email at telemedicine@fvhospital.com for assistance.

 

5.2.     User understand that once User registers as a user on FV@HOME Mobile Application, User will receive SMS messages or phone calls from FV Hospital on User’s registered mobile number. These communications may pertain to User’s registration, transactions that User carries out through FV@HOME Mobile Application and promotions that are undertaken by FV Hospital. However, FV Hospital does not guarantee and shall not be held liable or responsible for the failure of message or calls to the User.

 

5.3.     It is User’s responsibility to ensure that User attends any appointments that scheduled with a doctor through FV@HOME Mobile Application.

 

5.4.     User can make payment for certain services through FV@HOME Mobile Application. In such case, User will fill in complete financial information, and verify the accuracy and completeness of the account number, amount, and all details submitted for any transaction.

 

5.5.       User acknowledges that some medical or technical terms related to Services are in foreign language(s) which may be difficult to understand. Therefore, FV Hospital may provide Vietnamese translation of such terms for ease of understanding. The translated words may not have the exact meanings as the original terms.

 

5.6.       If any error occurs while using FV@HOME Mobile Application or User has any concern regarding his/ her data, User will notify FV Hospital to check, correct and confirm such error.

 

5.7.       Mobile Data: User acknowledge and agree that the use of the Application on User’s mobile device requires a mobile data plan, may consume a large amount of data through the mobile data plan. User agrees that User is responsible for all mobile data charges User incurs through User’s use of the FV@HOME Mobile Application.

 

5.8.       Geo-Location Terms: We make use of certain functionalities provided by third-parties to include maps, geo-coding, places and other content from Google, Inc. (“Google”) as part of the FV@HOME Mobile Application (the “Geo-Location Services”). To use the Application, User must allow the Application to use the Global Positioning System receiver installed on your mobile device to detect User’s location.  User’s use of Geo-Location Services is subject to Google’s prevailing Google Maps Terms of Use (http://www.google.com/intl/en_us/help/terms_maps.html) and Google’s prevailing privacy policy (http://www.google.com/privacy.html).

 

6.       Services Delivery Method

 

6.1.    The Services is conducted through live video or telephone calls between the doctor and User or User family member using this FV@HOME Mobile Application.

 

6.2.    Please note that these calls may be interrupted, delayed, or unable to connect due to internet issues on either side. Before starting the call relating to the Appointment with a doctor, we recommend that User:

a.     Check your internet connection;

b.     Log in at least five minutes in advance to ensure smooth data transmission;

c.      Conduct the call from a location with the best Wi-Fi signal.

In the event of connection issues, either we or User may contact each other via phone call to find a resolution.

7.       Service Delivery Process

 

7.1.    Requesting for an Appointment

 

If User wants to make an Appointment, after login to FV@HOME Mobile Application by using your number and password, user will be directed to the Home screen, click on the Searching bar “Search for doctors & specialties”, key in name of the doctors or click on the card “CONSULT YOUR DOCTOR ONLINE” to navigate to the Video Consultation screen. User is requested to Fill in details: Specialty, Symptoms, Appointment Date & Time, then click Find Doctor to proceed to the doctor screen, select a doctor and click “Book” to reach the “Check-out” screen. We recommend User review carefully consultation fee before click “Confirm” to finalize the appointment request. An Attention pop up will be appeared for your notices about Emergency Medical Support, to navigate to the next step, please click on the “Continue” button.

 

7.2.    Processing Appointment request.

After submitting a request for the Service, User will be contacted via phone by our staff within 30 minutes during our working hours:

·        Monday to Friday: 8:00 AM to 5:00 PM

·        Saturday: 8:00 AM to 12:00 PM

We will reach out to User via phone to:

(i)     Confirm User’s request

(ii)   Conduct a preliminary disease screening/triage

(iii)  Recommend another doctor/specialty if we believe they are more suitable for Patient’s condition.

(iv)  Reschedule User’s requested medical appointment, if necessary.

User should ensure User’s phone is available to receive our call promptly. If User does not hear from us within the specified time frame, feel free to contact our support team for assistance via hotline: (+84) 9 6262 7826 or (+84) 28 5411 3333 or email: telemedicine@fvhospital.com

7.3 Teleconsultation: FV Hospital’s doctors will conduct the Service within the scheduled booking time. The duration of the consultation may be shorter or longer than the time User booked. Please note that the Service Fee is non-refundable once the telemedicine consultation has commenced.

8.       Canceling Appointment

8.1.   Rights and obligations of FV Hospital on delay or reschedule the Appointment.

FV Hospital will make our best efforts to provide the Services as confirmed. However, please note that we reserve the right to delay or reschedule your Appointment under the following conditions:

a.        In the event of force majeure, including but not limited to situations where our medical professional needs to extend a consultation with a patient who has a prior appointment, if a previous consultation has not finished by the time your appointment is scheduled, if your appointed doctor is on unscheduled leave for any personal reason, or there is a problem with internet connection.

 

b.        FV Hospital shall inform User of the situation and arrange an alternative schedule.

 

c.        You have the right to refuse the rescheduled Appointment. In this case, User may choose to keep the Services as originally confirmed, or we will provide a refund according to our refund policy.

 

8.2.   Rights and obligations of User on delay or reschedule appointment

 

a.        60 minutes before the scheduled Appointment with our doctor User is allowed to cancel the Appointment for any reason by using the app’s cancellation feature to inform us. Your payment will be refunded according to our refund policy.

 

b.       Unless otherwise specified by applicable law or at our discretion, if User cancels the Appointment later than 60 minutes before the scheduled appointment with our doctor, no refund will be provided, or only a partial refund may be issued.

 

9.       Responsibilities of User for FV@HOME Mobile Application

 

9.1.    User must not upload or submit through FV@HOME Mobile Application information containing virus, Trojans or program that interferes, intervenes, blocks or destroys computer system or network of FV Hospital.

 

9.2.       User will not: (a) copy, decompile, reverse engineering or act in any way to change any part of FV@HOME Mobile Application; (b) intervene or block the operation of any software, system, device, equipment or network used in connection with Services or violate any rule, regulation or policy of Services; (c) avoid verification process and security check in respect of Services, network or related system; (d) access and/or use Services by any mean other than as set out in these Terms and Conditions; (e) use FV@HOME Mobile Application in the way that is in violation of the laws; (f) allow unauthorized persons to use a user name, password or any means in order for them to access and use Services; (g) to transmit, or procure the sending of, any advertising or promotional material; (h) to impersonate or attempt to impersonate FV Hospital, its employees or any other person or entity; (i) use FV@HOME Mobile Application or any Content to develop a database or other information resource in any media (print, electronic, or otherwise, now existing or developed in the future) for sale to, distribution to, display to, or use by others; (k) create aggregations, compilations or derivative works based on FV@HOME Mobile App or its content; or otherwise attempt to interfere with the proper working of FV@HOME Mobile App.

 

9.3.       User shall indemnify and hold harmless FV Hospital from any claim or damages arising out of or resulting from User's violation of the laws or these Terms and Conditions or the use of FV@HOME Mobile Application in a way that may cause damages to others (including but not limited to legal fees and expenses).

 

10.    Service Fee

 

10.1.      For the purpose of using the Services, User will be required to select an appropriate payment method to complete your service order. User can access, fill in, and/or change User’s payment account or payment method at any time. User authorizes us to collect any additional fees (if applicable) that may be applied to the selected payment method, as determined by their bank or the applicable payment networks.

10.2.      The Service Fee is applied separately for each doctor and specialty you choose. During the process of searching for and selecting a doctor, User will be provided with information about the doctor's profile, as well as the applicable fees for the chosen medical specialty and doctor. This information will be presented to User for review before User proceeds with User’s request. By proceeding with the payment, User acknowledge and fully agree to the Service Fees, and User will not raise any complaints or disputes regarding the fees thereafter.

 

10.3.    Please note that we reserve the right to adjust the service fee without prior notice to User in any form, other than posting on the FV@HOME Mobile Application. The Service Fee applied is the one displayed by our system at the time User submits User’s request. However, for all requests that have been confirmed by us, are pending payment within the specified time frame, or have already been paid by you, any changes to the service fee will not apply, even if we have not yet provided the corresponding service to you.

 

10.4.    When User’s account is terminated for any reason, or if FV Hospital is no longer able to legally serve User’s account (for example, if you no longer permit us to process User’s personal data), we have the right to delete or deactivate User’s account. In such cases, the Services User has subscribed to may no longer be applicable, and all paid transactions will not be refunded.

11.    Payment Method

11.1.    For the purpose of using the Services, User will be required to select an appropriate payment method to complete your order. User can access, fill in, and/or change your payment account or payment method at any time. User authorizes us to collect any additional fees (if applicable) that may be applied to the relevant payment method you select, as determined by your bank or the applicable payment networks.

11.2.    User can pay any service fee on this FV@HOME through:

a.            Mobile banking app; or

b.            Domestic payment card and bank account; or

c.            International payment card

d.            QR code

 

After User clicks on Pay, Payoo payment screen shall be navigated. Payoo is an intermediary payment gateway with which we have signed a service agreement. User is required to fill in all of necessary information to process User’s payment, and we guarantee that all of User’s personal data, including User’s transaction, bank information shall be protected based on our Personal Data Protection Policy.

 

If User has any issues with payment, please contact us at (+84) 96262 7826 or email: telemedicine@fvhospital.com for assistance.

 

12.    Refunding Service Fee

 

12.1.      We will process the refund to the same account and payment method used for the relevant original Payment which made by User.

 

12.2.      Refunds apply to the Payment made for medical consultation; all payment fees, including but not limited to bank fees, transfer fees, if applicable, will not be refunded.

 

12.3.      We will process the refund request within a maximum of three (03) business days from the date the refund request is confirmed. However, the time you receive the refund depends on the regulations of your card-issuing bank/organization.

If you have not received the refund after the above-mentioned period, please contact us at (+84) 96262 7826 or email: telemedicine@fvhospital.com for assistance.

13.    Public health information

Please note that some of health information including but not limited to text, content, data, graphics, images, suggestions, guidance, and other material that may be available on FV@HOME Mobile Application and other our Website (including information in direct response to your question or postings), is provided by FV Hospital solely for information purposes. This service is offered as a public service to enhance customer service for our customers and to promote consumer health, as well as assisting you with locating appropriate medical care from a qualified practitioner. The health information does not constitute medical advice, or diagnosis or treatment of any particular condition, and is not intended to be a substitute for proper medical care provided by a qualified health care professional.

We make no guarantees, representations or warranties, whether expressed or implied, with respect to professional qualifications, quality of work, expertise or other information provided on FV@HOME Mobile Application. FV Hospital assumes no responsibility for any circumstances arising out of the use, misuse, interpretation or application of any information supplied on this sites.

14.    Links to Other Sites

While visiting and/or using FV@HOME Mobile Application, you may leave the App site and access certain third party site, such as payment sites. Unless otherwise specified in these Terms and Conditions, FV Hospital neither controls the content and accuracy of these sites, and therefore will not be responsible for their content and accuracy. User’s access to third - party sites is at your own risk.

15.    Amendment, Limitation, Suspension, Access Termination and Use of FV@HOME Mobile Application

 

15.1.      User agrees to use FV@HOME Mobile Application on "As Is” and “As Available" basis. FV Hospital reserves its right to update and/or improve FV@HOME Mobile Application at any time without prior notice in which some functions or Services may be changed, limited, suspended or terminated.

 

15.2.      FV Hospital reserves its right to suspend or terminate User's access to FV@HOME Mobile Application with immediate effects with respect to any part of Services or the entire Services if FV Hospital has a reason to believe that User's actions are incompliance with these Terms and Conditions, applicable law, public orders or morals or appear to be unusual or may cause damages to any person.

 

15.3.      FV Hospital reserves its right to amend these Terms and Conditions at any time without prior notice. User's continuance to use FV@HOME Mobile Application shall be deemed as User's agreement to such amendments.

 

15.4.      To the extent permitted by application law, FV Hospital also disclaim any representation or warranty that FV@HOME Mobile Application will be error-free, secure, or uninterrupted and any warranty as to the accuracy, completeness, and timeliness of any information on FV@HOME Mobile Application.

 

15.5.      Upon termination of this Agreement, the following shall apply:

 

a.        User shall immediately settle all sum due and payable to us for the Service provided under these Terms and Conditions up to the date of termination; and

 

b.     User shall cease all use of the Application and delete and fully remove the Application from your mobile device. However, User’s data on server will follow our Personal Data Protection Policy, in accordance with the local country regulatory data retention policy.

16.    Withdraw consent regarding User’s personal data

In accordance with applicable law and our Personal Data Protection Policy, User may withdraw their consent to the processing of relevant personal data on the FV@HOME Mobile Application. However, the withdrawal of consent shall not affect the lawfulness of the processing to which consent was given before it is withdrawn, and User's data on the server will be handled in accordance with our Personal Data Policy and the local country's regulatory data retention policy.

17.    Responsibilities and Exceptions of FV Hospital

 

FV Hospital shall be responsible for damages caused only by FV Hospital’s direct intention or gross negligence. User agrees that FV Hospital shall not be responsible for any damages caused by any event listed below:

 

17.1.      Any access of FV@HOME Mobile Application by anyone using Identification Code of User.

17.2.      Any force majeure events or any events beyond FV Hospital’s control including malfunction of communicating devices, systems, or network transmission or interference with computer virus or illegal acts, including unavailability of any Service suspended for system update or maintenance.

17.3.      Delay, error or impairment of computer system or any devices of User or FV Hospital or other communicating networks provider.

17.4.      Any delay experienced in FV@HOME Mobile Application.

17.5.      Any circumstance in which User does not comply with these Terms and Conditions.

17.6.      Any payments made for transactions initiated by the User.

18.    Severability

 

In the event that any part of these Terms and Conditions becomes void, illegal, invalid or unenforceable in any respect, the remaining provisions shall continue to be legal, valid and enforceable without being affected or impaired by such event.

19.    Intellectual Property

FV Hospital own and have copyright interest in our FV@HOME Mobile Application and all of its contents. No individual or entity has any right to make any copies of any intellectual property (including any logos, trademarks, or images) shared or made available through unless permission is expressly granted in writing by FV Hospital.

20.    Governing law

 

These Terms and Conditions shall be governed by and construed in accordance with Vietnamese laws. Vietnamese court shall have the exclusive jurisdiction over disputes arising out of or in connection with Services and these Terms and Conditions.

 

These Terms and Conditions was last updated on 11 Dec 2024

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

APPENDIX I

 

TELEMEDICINE SERVICES CONSENT FORM

FV HOSPITAL’S STATEMENT

Telemedicine Services means the delivery of medical services using interactive audio and visual electronic systems between a hospital and a patient that are not in the same physical location. These services may include teleconsultation, ordering of investigations, prescription, distribution of patient education materials or other medical services.

  1. The potential benefits of telemedicine are:
  1. The potential risks with this technology are:

STATEMENT OF PATIENT/PATIENT’S GUARDIAN

I understand the following:

 

I agree with my obligation for payment prior to the teleconsultation.

I understand that any disputes regarding my consent to the Telemedicine Services provided to me/my dependent are governed by, and shall be construed in accordance with, the laws of Vietnam and I irrevocably agree that the courts of Vietnam shall have exclusive jurisdiction to settle any disputes which may arise out of, under, or in connection with, my consent or the services provided to me/my dependent and for those purposes I irrevocably agree to submit all disputes to the exclusive and final jurisdiction of the courts of Vietnam, without regard to any conflict of law principle