Service Rules

1. About this document

1.1. These Service Rules set out how requests are handled, when the team works, and where the limits of the BodyHealth UA service lie. They form an integral part of the Public Offer: wherever the Offer says “as medically needed and within the service rules”, it means this document.

1.2. These Rules change under the same procedure as the other legal documents: revisions are kept in the Revision Archive, and material changes are notified at least 14 days before they take effect.

2. Working hours

2.1. The team works every day from 8:00 to 22:00 Kyiv time, including weekends.

2.2. Requests sent outside these hours are accepted and handled from the start of the next working interval.

2.3. We do not guarantee a specific response time. Requests under the “Integrated Care” package are handled in priority order: they are placed in the queue ahead of “Personal Care” requests.

3. Channels

3.1. The only channel for medical matters is the chat in the Healthie app. That is where the patient record, the correspondence with the care physician and the examination results are kept.

3.2. Email, telephone, Telegram and WhatsApp are channels for organisational matters: payment, access to the app, booking a consultation, documents. Medical data is not sent through messengers: they are outside the protected perimeter described in the Privacy Policy.

3.3. If a medical question arrives through another channel, we will ask you to continue the conversation in the app chat.

4. What “unlimited as medically needed” means

4.1. In the “Integrated Care” package the number of consultations and multidisciplinary meetings is not capped by a pre-set figure.

4.2. The need for a consultation is determined by the care physician, based on the clinical situation.

4.3. The limit is on substance, not on quantity. The service does not handle requests unrelated to the Client's health, requests from third parties without the Client's consent, or repeat requests on the same matter after an answer has been given.

4.4. If requests systematically go beyond these limits, the care physician will explain the scope of the service. A subscription may be terminated only under the rules of the Offer.

5. What the service does not do

5.1. The service does not provide emergency medical care and is not a substitute for calling an ambulance. In a life-threatening condition, call 103 or 112.

5.2. The team does not issue sick leave certificates.

5.3. The team does not issue official NHSU electronic referrals.

5.4. The team does not prepare certificates or opinions for third parties: an employer, an insurance company, a court or a state authority.

5.5. The services are informational and consultative and do not replace an in-person examination or instrumental diagnostics, as stated in Section 10 of the Public Offer.

6. HealthCheckup timings

6.1. Completing the questionnaire takes about 30 minutes.

6.2. Review of the submitted documents — within 24 hours.

6.3. The video consultation lasts 45 minutes.

6.4. The written report — within 48 hours after the consultation.

6.5. The full cycle takes 3–5 days. The periods are counted within the working hours set out in Section 2.

7. Service interruptions

7.1. Planned maintenance is announced in the app in advance.

7.2. If a technical failure on the Provider's side makes the services unavailable for more than 72 hours, the subscription is extended by the corresponding period free of charge — clause 5.1 of the Refund Policy.

8. Contact

Send questions about these Rules to [email protected].