Privacy Policy,
Terms & Conditions
and Medical Disclaimer
All legal documents governing the use of the TravelDoctores platform, operated by TravelDoc S.L., in full, without abbreviation, and in plain language wherever possible.
Contents
Jump to Any Section
I. Privacy Policy
II. Terms and Conditions
III. Medical Disclaimer
Privacy Policy
This Privacy Policy explains how we collect, use, transfer, and protect your personal data when you use our platform. We are committed to handling your information with care and transparency.
Who is responsible for your data
Data Controller
TravelDoc S.L. is the data controller for the personal information necessary to operate the TravelDoctores platform. We are incorporated under Spanish law and operate in Europe (Spain, Portugal, France, Germany, and Italy) and Latin America (Mexico, the Dominican Republic, Colombia, Ecuador, Peru, Chile, Argentina, and Brazil).
- Company name: TravelDoc S.L.
- Registered address: Carrer Berlines No. 5, 5th Floor, Apt 4, Barcelona, Spain. Postal Code 08006.
- General email: info@traveldoctores.com
- Privacy and complaints email: direccion_td@traveldoctores.com
What data we process
Information We Collect
- Identification data: full name, date of birth, email address, and phone number.
- Billing and payment data: processed through PCI-DSS certified payment gateways. TravelDoc S.L. does not store bank card details.
- Usage and connection data: IP address, device type, operating system, and platform activity logs.
- Website assistant conversations: the messages you write to the AI-powered assistant (chatbot) available on our website, if you choose to use it.
- Professional identification data: full name, contact details, medical license or registration number, specialty certifications, and tax identification number.
- Bank account details for fee disbursement.
When a user submits a consultation request, the information provided (such as symptoms or the reason for the consultation) is automatically forwarded to the independent healthcare professionals registered on the platform within the relevant specialty and location. Each professional decides independently, based on their own availability and clinical judgment, whether to accept the consultation. TravelDoc S.L. does not select, assign, or direct which professional attends a given patient; it only processes this data to enable that automated forwarding and connection process. Such data will be retained only for as long as necessary for service delivery, incident management, defense against legal claims, and compliance with applicable legal obligations, and in any case within the limits set out in Section 9.
How we use your information
Purposes of Processing
We use the information we collect exclusively for the following purposes:
- Forwarding consultation requests to independent licensed healthcare professionals so they may choose to accept and provide the requested service through the platform.
- Providing the technological infrastructure for online consultations.
- Sending appointment confirmations, reminders, and operational notifications.
- Sending post-consultation messages by email or WhatsApp and, unless you object, commercial communications by email about our services, as described below.
- Answering general questions through the AI-powered assistant on our website.
- Verifying the identity, licenses, and qualifications of professionals prior to onboarding on the platform.
- Processing payments and managing the technology intermediation fee and professional fee disbursements.
- Complying with applicable legal, tax, and regulatory obligations in each jurisdiction where the platform operates.
After your consultation, we may contact you by email or by WhatsApp, using the email address or phone number you provided, to send you (i) a short request to rate your experience, which may include an invitation to leave a review on third-party platforms such as Trustpilot or Google, and (ii) a non-clinical message explaining how to request a new consultation if you need one. These messages never ask you for health information. Any clinical follow-up remains the sole responsibility of the professional who attended you.
If you do not want to receive these messages, you can tell us at any time by replying to the message itself, by using the unsubscribe link included in our emails, or by writing to direccion_td@traveldoctores.com.
We may also send you information by email about TravelDoctores services similar to those you have already used. You can object to these communications free of charge when you provide your email address and at any time afterwards through the unsubscribe link included in every message, in accordance with Art. 21.2 of Spanish Law 34/2002 on Information Society Services (LSSI).
Our website includes an automated assistant that answers general questions about how TravelDoctores works. The assistant does not provide medical diagnoses or treatment, does not replace a consultation with a professional, and does not make any decision that produces legal or similarly significant effects on you. Messages you write to the assistant are processed by an artificial intelligence service provider acting on our behalf under a data processing agreement. Please do not include unnecessary personal or health details in your messages.
Why we are allowed to process your data
Legal Basis for Processing
The processing of your personal data is based on the following legal grounds:
- Contract performance: processing is necessary to deliver the services accepted under the Terms and Conditions.
- Explicit consent (Art. 9.2.a GDPR): for the processing of the health data included in your consultation request. You give this consent by actively ticking the confirmation box when you submit the consultation request.
- Legitimate interests: platform improvement, fraud prevention, measuring service quality through post-consultation messages sent by email or WhatsApp, and sending commercial communications about similar services to existing patients. You may object to these uses at any time.
- Legal obligation: compliance with tax, invoicing, and healthcare regulatory requirements.
Who else can access your data
Data Sharing
TravelDoc S.L. does not sell or rent personal data to third parties. Information is shared only in the following circumstances:
- Between patient and physician: data strictly necessary to carry out the consultation and invoicing.
- With technology service providers: hosting and database providers, payment gateways, encrypted video-call tools, email delivery and automation tools, messaging services such as WhatsApp, and the artificial intelligence provider that powers our website assistant, all operating under GDPR-compliant data processing agreements.
- With review platforms: where we invite you to leave a review through a third-party platform (for example, Trustpilot), we share only your name, email address, and consultation reference so that the platform can send you the invitation.
- By legal requirement: when requested by a competent judicial, administrative, or health authority, in compliance with applicable law.
Cross-border data flows
International Data Transfers
Consultations are attended by professionals licensed in the country where the patient is located, so as a rule your data is shared only with a professional in that same country. Only in exceptional cases, where the service you request requires a professional licensed in another country, will your data be shared with that professional, as a transfer necessary for the performance of the service you have requested (Art. 49.1.b GDPR).
Some of our technology service providers may store or process data on servers located outside the European Economic Area (EEA). For users in the European Union, such transfers are carried out using one of the following safeguards:
- Transfers to countries with an adequacy decision recognized by the European Commission.
- Standard Contractual Clauses (SCCs) approved by the European Commission (Art. 46 GDPR).
- Other appropriate safeguards under applicable data protection law.
For users in Latin American jurisdictions, the processing of personal data complies with the data protection legislation in force in the user’s country of residence.
How we protect your information
Data Security
TravelDoc S.L. implements appropriate technical and organizational security measures to protect your personal data against unauthorized access, loss, or alteration. These measures include:
- Encryption of data in transit (SSL/TLS) and at rest.
- Restricted access protocols and role-based access controls.
- Periodic security audits of our infrastructure.
Please be aware that no method of transmission over the Internet is completely secure. The user accepts this inherent residual risk by using the platform.
What you can do with your data
Your Rights
In accordance with the GDPR and applicable data protection laws in the jurisdictions where the platform operates, you have the right to:
How long we keep your data
Data Retention and Minimization Principles
TravelDoc S.L. applies retention periods that are proportional to the nature and sensitivity of each category of data, in accordance with the principles of data minimization, purpose limitation, and proportionality established under Art. 5 GDPR.
Health-related information submitted by the patient through the platform in connection with a consultation request (such as symptoms or reason for consultation) is retained for a maximum of 1 month from the date of the consultation. After this period, such data is permanently deleted or irreversibly anonymized from our systems.
Identification data, invoicing records, and payment-related data are retained for the period required to comply with applicable tax, accounting, and commercial legal obligations in each jurisdiction. Depending on local law, this period generally ranges from 5 to 10 years. This category is retained separately from clinical data precisely because it is not health data and is subject to distinct, non-waivable legal retention duties.
Usage and connection logs and conversations with the website assistant are retained for a maximum of 1 month, after which they are permanently deleted.
Your email address and phone number are used for post-consultation messages, and your email address for commercial communications, until you unsubscribe or object. Once you do, we stop sending these messages immediately.
We collect only the data strictly necessary to fulfill each specific purpose described in this policy. We do not request, retain, or process personal data beyond what is needed to connect the patient with a professional, verify identity and credentials, process payment, send the communications described in Section 3, or comply with a legal obligation.
Personal data collected for a specific purpose, such as forwarding a consultation request, will not be further processed for a different, incompatible purpose. Where a new purpose arises, the user will be informed and, where required by law, renewed consent will be obtained.
All processing of personal data by TravelDoc S.L., including the scope of data collected and its retention period, is assessed against the principles of proportionality and necessity: processing must be adequate, relevant, and limited to what is strictly necessary in relation to the purpose pursued, and must not be more intrusive than required to achieve that purpose.
Once the applicable retention period expires for any data category, the data will be securely deleted or anonymized.
Updates and how to reach us
Modifications & Contact
TravelDoc S.L. reserves the right to modify this Privacy Policy to reflect legislative or commercial changes. Updates will be communicated through the platform and will take effect upon publication. We recommend reviewing this page periodically.
For any questions or concerns regarding this Privacy Policy, you may contact us at:
- General email: info@traveldoctores.com
- Privacy and complaints: direccion_td@traveldoctores.com
- Postal address: Carrer Berlines No. 5, 5th Floor, Apt 4. Barcelona, Spain. Postal Code 08006.
Terms and Conditions
By accessing and using TravelDoctores, you agree to comply with the following Terms and Conditions. Please read them carefully before using the platform.
Agreement to these terms
Acceptance of Terms
Accessing and using the TravelDoctores platform constitutes full and unconditional acceptance of these Terms and Conditions. If you do not agree with any of these clauses, you must refrain from using the platform.
What TravelDoctores is and is not
Nature of the Platform and Limitation of Liability
TravelDoctores is an on-demand technology intermediation platform that connects patients with independent licensed healthcare professionals in their respective jurisdictions. TravelDoc S.L. acts exclusively as a technology intermediary and is not a party to the physician-patient relationship, which is established directly between the user and the collaborating professional.
Healthcare professionals who provide services through the platform act entirely independently, under their own civil and professional liability. TravelDoc S.L. does not practice medicine, does not issue its own diagnoses, and assumes no responsibility for the practice, quality, accuracy, suitability, or outcome of any medical act, treatment, prescription, or certificate issued by independent professionals.
This platform is NOT designed to handle medical emergencies or situations requiring immediate hospital care. In any medical emergency, users must immediately contact their local emergency services or go to the nearest hospital.
Who can use this platform
Access Requirements
The service is intended for individuals aged 18 and over. Minors may be attended only under the supervision and express authorization of a parent or legal guardian, who must be the account holder on the platform.
The user warrants that all information provided in their profile is truthful, accurate, and up to date. TravelDoc S.L. assumes no responsibility for service interruptions caused by factors outside its direct infrastructure, including connectivity issues, device incompatibilities, or third-party service failures.
Data protection
Privacy and Data Protection
The processing of personal data shared through the platform is governed by the Privacy Policy of TravelDoctores, which forms an integral part of these Terms and Conditions and is available at the top of this page.
Professional credential checks
Medical License Verification
TravelDoc S.L. performs a mandatory verification of the validity of every professional’s license, registration, and specialty at the time of onboarding, by consulting the official public registries of the relevant country of practice.
The Company exercises due diligence in the initial verification of credentials. However, it cannot guarantee that no subsequent suspensions or disqualifications exist that public bodies have not updated in real time. Professionals have a legal and contractual obligation to notify the platform immediately of any change in their license status.
How payments work
On-Demand Payment Model
TravelDoctores operates on an on-demand consultation model. Once a patient submits a consultation request, it is automatically forwarded to the independent healthcare professionals available in the relevant specialty and location, and the first professional to accept the request will conduct the consultation. Payment is made immediately once a professional has accepted and the consultation is confirmed. No advance booking or deposit is required.
TravelDoc S.L. receives a technology intermediation fee for the provision of its connection, infrastructure, and payment management services. The amount of this fee is agreed individually with each collaborating professional in the collaboration agreement signed between the parties. This fee is not disclosed in these public Terms and Conditions.
Net payments owed to collaborating professionals will be disbursed according to the timelines and conditions established in the individual collaboration agreement signed with each professional.
When a party does not show up
No-Show Policy
If the patient completes payment and does not connect within the first 10 minutes after the confirmed appointment time, this will be considered a no-show. The amount paid will not be refunded and will constitute compensation for the professional’s reserved time. The professional may close the session after this period has elapsed without liability.
If the collaborating professional does not connect or is unavailable at the confirmed appointment time, TravelDoc S.L. will approve a full refund of the amount paid by the patient within a maximum of 3 business days. The bank processing of the refund may take up to 5 additional business days depending on the user’s financial institution. TravelDoc S.L. reserves the right to apply the corresponding contractual penalties to the non-attending professional.
In cases of force majeure duly justified by either party (including, without limitation, medical emergency, a verifiable technical failure attributable to the platform’s own infrastructure, or a natural disaster), TravelDoc S.L. will assess each situation individually and may resolve the matter through a full refund or rescheduling of the consultation at its discretion.
Getting your money back
Refund Policy
The consultation fee pays for the professional’s time and clinical evaluation during the video consultation. It does not pay for a specific diagnosis, a specific prescription, or a specific clinical result. Medicine is not an exact science, and no healthcare professional can guarantee the outcome of a treatment.
You will receive a full refund in the following cases:
- The professional does not connect to the confirmed consultation (see Section 7.2).
- A technical failure of the TravelDoctores platform prevents the consultation from taking place.
- You were charged more than once for the same consultation.
In cases of force majeure (see Section 7.3), TravelDoc S.L. will decide on a refund or a rescheduled consultation on a case-by-case basis.
Once a consultation has taken place, the fee is not refundable on grounds such as the following:
- The evolution of your symptoms or the result of the treatment.
- A later diagnosis, test result, or treatment from another healthcare provider that differs from the original assessment, particularly when time has passed and no follow-up consultation was requested.
- The professional’s clinical decision not to prescribe a medication, or to prescribe a different one from the one you asked for.
- Disagreement with the professional’s medical judgment.
- A patient no-show (see Section 7.1).
Refund requests must be submitted within 14 calendar days of the consultation date. Requests received after this period will not be considered, except in the case of a duplicate charge.
In exceptional situations, TravelDoc S.L. may decide, at its sole discretion, to issue a courtesy refund. A courtesy refund is a one-time goodwill gesture. It does not imply any admission of error or liability by TravelDoc S.L. or by the professional, and it does not create a precedent or an entitlement for future cases.
The patient must submit a written refund request to direccion_td@traveldoctores.com, including the consultation reference number, the date and time of the consultation, the amount paid, and the reason for the request.
TravelDoc S.L. will approve or deny the request within a maximum of 3 business days from receipt of a complete request. Once approved, the bank processing of the refund may take up to 5 additional business days depending on the user’s financial institution. The user will be notified by email at each stage of the process.
From receipt of the written request with all required information.
Depending on the user’s financial institution after approval.
Approved refunds will be issued exclusively to the same payment method used in the original transaction (bank card or other electronic means). Refunds will not be issued in cash, nor transferred to a bank account different from the one used for the original payment.
In cases where responsibility cannot be clearly determined (for example, third-party technical failures, disconnection during the consultation, or other ambiguous circumstances), TravelDoc S.L. reserves the right to temporarily retain the disputed amount while the incident is investigated. The final resolution will be communicated to the user within a maximum of 10 business days from the opening of the dispute.
If you are not satisfied with the service, please write to us before opening a dispute or chargeback with your bank or card issuer. Most issues can be solved faster by contacting us directly. TravelDoc S.L. reserves the right to provide the consultation records and these Terms and Conditions to your bank or card issuer in response to any chargeback.
Regulatory variability across jurisdictions
Prescriptions and Medical Certificates
The issuance of prescriptions and medical orders is subject exclusively to the clinical judgment of the collaborating professional and to the regulations in force in the jurisdiction where said professional is licensed to practice. TravelDoc S.L. does not intervene in the prescription process and does not guarantee the validity, acceptance, or dispensing of prescriptions outside the scope of the professional’s licensing jurisdiction.
The availability and legal validity of medical certificates issued via telemedicine may vary depending on the applicable jurisdiction. It is the patient’s responsibility to verify, prior to requesting the service, whether the required certificate has legal validity in their country or destination institution when issued through telemedicine.
Session recording rules
Recording of Consultations
Consultations conducted through the platform will not be recorded by TravelDoc S.L. Should either party (patient or professional) wish to record the session, they must obtain the express and informed consent of the other party before the recording begins, in full compliance with applicable data protection and privacy law.
TravelDoc S.L. assumes no responsibility for recordings made unilaterally by either party without the required consent, and such recordings may constitute a violation of applicable privacy legislation.
Country-by-country regulatory differences
Local Compliance and Regulatory Variations
The user acknowledges that the availability of services, the issuance of prescriptions, medical certificates, and other benefits may vary depending on the legislation applicable in the country where the patient and the collaborating professional are located at the time of the consultation.
TravelDoc S.L. does not guarantee that all services available in one jurisdiction are available in another. It is the user’s responsibility to verify that the service requested is compatible with the healthcare regulations of their country of residence before initiating a consultation.
Scope of TravelDoc’s legal responsibility
Limitation of Liability
In accordance with Spanish law and to the maximum extent permitted by applicable regulations, TravelDoc S.L. shall be liable only for failures directly and exclusively attributable to its own technology platform and IT infrastructure. The Company is expressly released from liability for any direct, indirect, or moral damages arising from the clinical relationship between the patient and the independent collaborating professional.
Nothing in these Terms and Conditions limits the mandatory rights of consumers recognized by applicable law in their country of residence. In particular, nothing herein excludes liability that cannot legally be excluded under EU consumer protection law or equivalent local regulations.
Ownership of platform content
Intellectual Property
All software, trademarks, logos, content, and materials associated with TravelDoctores are the exclusive property of TravelDoc S.L. and are protected by applicable intellectual property laws.
Users may not reproduce, distribute, modify, or use any element of the platform, in whole or in part, without the express prior written authorization of TravelDoc S.L.
When access may be terminated
Account Suspension
TravelDoc S.L. reserves the right to suspend or permanently terminate access for users or professionals who:
- Breach these Terms and Conditions in any material respect.
- Provide false, misleading, or fraudulent information.
- Misuse the platform in a manner that harms other users or the integrity of the service.
- Engage in any activity that jeopardizes the security, reputation, or legal standing of the platform or its users.
Where feasible, TravelDoc S.L. will notify the affected user before taking action, unless the severity of the breach requires immediate suspension.
How conflicts are resolved
Dispute Resolution
Any dispute or claim arising from the use of the platform or the interpretation of these Terms and Conditions shall be resolved in the first instance through an amicable mediation procedure. The parties commit to engaging in good-faith mediation for a period of up to 30 days before pursuing any other form of legal action.
If no agreement is reached within that period, the parties may submit the dispute to arbitration or to the competent courts in accordance with the governing law clause below.
For users located within the European Union, access to the EU Online Dispute Resolution platform is recognized and available at: https://ec.europa.eu/consumers/odr
Which law applies and where
Governing Law and Jurisdiction
These Terms and Conditions are governed by the laws of the Kingdom of Spain and, where applicable, by the regulations of the European Union.
The parties expressly submit to the exclusive jurisdiction of the Courts and Tribunals of the city of Barcelona, Spain, with express waiver of any other jurisdiction that may apply to them.
Nothing in this clause limits the mandatory rights of consumers recognized by applicable law in their country of residence. Where local consumer protection legislation establishes an imperative and non-waivable jurisdiction in the user’s country of residence, such law will apply only to the minimum extent required, and the remaining provisions of these Terms will continue in full force and effect.
Updates to these terms
Modifications
TravelDoc S.L. reserves the right to modify these Terms and Conditions at any time. For material changes (that is, changes that significantly affect the rights or obligations of users), the platform will provide at least 15 days’ advance notice before the changes take effect.
Continued use of the platform after the notification period constitutes acceptance of the updated Terms and Conditions. If you do not agree with any change, you must cease using the platform before the changes take effect.
Get in touch
Contact
For any questions, incidents, or claims related to these Terms and Conditions:
- General inquiries: info@traveldoctores.com
- Support and complaints: direccion_td@traveldoctores.com
- Postal address: Carrer Berlines No. 5, 5th Floor, Apt 4. Barcelona, Spain. Postal Code 08006.
Medical Disclaimer
This Medical Disclaimer forms an integral part of the Terms and Conditions of TravelDoctores and is accepted by the user when submitting a consultation request.
What TravelDoctores is and is not
Nature of TravelDoctores
TravelDoctores is exclusively a technology platform that provides digital tools to facilitate contact and communication between patients and independent, duly licensed healthcare professionals.
TravelDoc S.L. does not employ physicians, does not supervise clinical decisions, and does not hold medical liability for the acts or omissions of the independent professionals who use the platform.
Explicit patient acceptance required
Consent for Telemedicine Care
You give this consent, together with your explicit consent to the processing of the health information included in your request (Art. 9 GDPR), by actively ticking the confirmation box before submitting the consultation request.
Who is clinically responsible
Medical Responsibility
All medical opinions, diagnoses, prescriptions, recommendations, certificates, referrals, and treatments issued through the platform are the sole and exclusive responsibility of the healthcare professional who issues them.
TravelDoc S.L. does not guarantee medical outcomes of any kind. The physician-patient relationship is established solely and directly between the user and the collaborating professional who accepted the consultation. TravelDoc S.L. is not a party to this relationship and bears no clinical liability in connection with it.
The user acknowledges that telemedicine has inherent limitations compared to in-person consultation. The use of TravelDoctores does not replace in-person medical care when clinically necessary, nor hospital or emergency services.
Jurisdiction-dependent validity
Prescriptions and Medical Certificates
The issuance of prescriptions depends exclusively on the professional’s clinical judgment and the regulations in force in the jurisdiction where they are licensed to practice. TravelDoc S.L. does not guarantee the acceptance or dispensing of prescriptions in jurisdictions other than those covered by the prescribing physician’s license.
The legal validity of medical certificates issued via telemedicine may vary depending on the patient’s country of residence and the institution to which the certificate is addressed. It is the patient’s responsibility to verify, before requesting the service, whether a telemedicine-issued certificate is accepted in their specific context.
Session recording policy
Recording of Consultations
TravelDoc S.L. does not record consultations. Any recording of a session by the patient or the physician requires the express and informed consent of both parties before the session begins, in full compliance with applicable data protection and privacy law.
Unilateral recording of a consultation without the other party’s consent may constitute a violation of data protection law and may expose the recording party to civil or criminal liability under applicable jurisdiction.
For life-threatening situations
Medical Emergencies
⚠️ In a medical emergency, do not use this platform. Contact emergency services immediately.
Or go to the nearest hospital emergency department immediately. TravelDoctores does not provide emergency care of any kind and cannot dispatch medical assistance to your location.
Questions About These Documents?
Our team is available for any questions related to your privacy, your rights, or the terms governing the use of TravelDoctores.
Barcelona, Spain, C.P. 08006