Regulations

last updated 9 October 2025

1. Definitions.

For the purposes of these Regulations, the following terms shall have the following meanings:

User Account means the free of charge Service, provided electronically within the Platform, allowing the User to use the Services available within the Platform and to store the data necessary for this purpose. Access to each User Account is secured by a one-time password sent each time to the User’s telephone number provided when creating the User Account.

Doctor means a natural person qualified to provide health services, who cooperates with the Service Provider in the provision of Teleconsultations. With regard to the health services provided by the Service Provider, Doctors provide health services on the basis of the Regulations and the Service Provider’s Organizational Regulations.

Platform means the internet platform located at the domain https://sigma.clinic.

Patient means a User using a Teleconsultation. A Patient may be a person without full legal capacity, provided that they are represented in this respect by a User who is their legal representative.

Regulations means these Regulations, which are made available on the website https://sigma.clinic in a manner that allows for their acquisition, recording and reproduction of their content.

Organizational Regulations means the Service Provider’s organizational regulations drawn up on the basis of the provisions of the Act on Medical Activity and available on the Platform.

Teleconsultation means a Service in the form of a health service provided remotely using the Platform and/or Patient’s telephone number.

Service means a service provided by the Service Provider on the basis of the Regulations.

Service Provider – Sigma Clinic spółka z ograniczoną odpowiedzialnością with its registered office in Warsaw, ul. Młynarska 42, 01-171 Warsaw, entered into the register of entrepreneurs of the National Court Register, kept by the District Court for the Capital City of Warsaw in Warsaw, 13th Commercial Division od the National Court Register, under KRS number: 0001184102, TIN: 5273173475, statistical number: 542251538, with a share capital amounting to PLN 50,000.00, entered into the register of Register of Entities Performing Medical Activity, kept by the Masovian Voivode, under number: e-mail address: contact@sigma.clinic.

User means a natural person who is over 18 years of age and has not been deprived of legal capacity, using the Services provided by the Service Provider.

Verification – the process of verifying the User’s identity.

2. General Provisions.

2.1. The entity providing Services to Users is the Service Provider. The Service Provider will provide the Services indicated in the content of the Regulations. The Services will be provided in accordance with the provisions of the Regulations.

2.2. The Service Provider is an entity conducting medical activities on the basis of the provisions of the Act on Medical Activity, and individual Services in this scope, including health services, will be provided by Doctors.

2.3. The Services will be provided electronically via the Platform. During the provision of the Services, the Service Provider will communicate with the User using means of electronic communication. The provision of Services electronically is associated with particular risks, which include, among others, the possibility of unauthorized persons gaining access to the User’s Account or the User’s data and the possibility of infecting the User’s device with malicious software. To reduce the risk of the above threats, the User should in particular: constantly update the software of their device used to access the Services, not open files attached to electronic messages of unknown origin, and exercise particular caution when using the Internet.

2.4. The use of the Services may be associated with additional costs for calls or data transmission, the amount of which depends on the telecommunications operator used by the User.

2.5. In order to use the Services provided electronically, the User must have: a device with access to the Internet, one of the following web browsers: Mozilla Firefox, Google Chrome, Safari, Microsoft Edge – in the latest possible version and with cookies enabled, as well as an active e-mail address and telephone number. In order to carry out the Verification, the User’s device should be equipped with a camera.

2.6. The content of the Platform, including its text and graphic layer, is covered by copyright or other protective rights. Therefore, the User is not entitled to copy, download, distribute, or modify any elements of the Platform without the consent of the Service Provider.

2.7. The administrator of Users’ personal data is the Service Provider. The full content of the information clause and other information on the principles of personal data processing by the Service Provider are available in the privacy policy available at: https://sigma.clinic/privacy-en.

2.8. It is forbidden to transmit any illegal content via the Platform or to place it on the Platform.

2.9. In any case where the Patient’s health or well-being deteriorates, and the provision of a Teleconsultation is impossible or delayed, the Patient should seek help from another entity performing medical activities. In any case where the Patient’s health deteriorates rapidly, the Patient should immediately call 112 to summon an ambulance.

3. Services and conditions for their provision.

3.1. The Service Provider provides the following Services to Users:

3.1.1. Free access to the Platform and the ability to browse its content,

3.1.2. Free creation of and access to a User Account,

3.1.3. Paid Teleconsultations,

3.1.4. Free Verification.

3.2. The condition for using a Teleconsultation or Verification is having a User Account.

3.3. Some of the Services are subject to a fee. The amount of the fees is given in the price list available on the Platform and in the Organizational Regulations, and is also indicated each time before the User expresses their will to use a given Service. Payment for the Services is made on the terms specified in the Regulations. The cost of the paid Service is borne by the User – the Service Provider does not provide health services under the National Health Fund.

3.4. Teleconsultations and Verification are provided during the hours indicated on the Platform and in the Organizational Regulations. In other respects, Users may use the Services at any time they choose. The Service Provider makes every effort to ensure that the Services are provided without unforeseen interruptions. The Service Provider reserves the right to introduce restrictions on access to the Platform in order to carry out necessary work, of which Users will be informed in advance.

4. User Account

4.1. The possibility of using some Services depends on having a User Account. The User may create a User Account via the Platform. In order to create a User Account, it is necessary to fill in the registration form available on the Platform, including providing all the data indicated in this form, accepting the Regulations and clicking the “Create Account” button.

4.2. The User Account is created upon its activation. The User Account is activated after the User enters in the login form the User’s telephone number, which was provided when creating the User Account, and the one-time code sent to this telephone number.

4.3. Logging into the User Account takes place by entering in the login form the User’s telephone number, which was provided when creating the User Account, and the one-time code sent to this telephone number.

4.4. When creating a User Account, the User is obliged to use only complete, true and their own data. Providing incomplete data makes it impossible to create a User Account. Providing false data or data belonging to other persons may result in the termination of the User Account service agreement.

4.5. The User Account has the functionality to edit the User’s data. In the event of a change of data, the User is obliged to update their data in the appropriate section of the User Account.

4.6. The User is responsible for the security of their User Account and the actions performed using it. Therefore, it is forbidden to make the User Account available to third parties, and the data enabling logging into the User Account should be kept secret. It is forbidden to use the User Account in a way that disrupts the functioning of the Platform.

5. Teleconsultation

5.1. The Teleconsultation Service is a health service provided to Patients by Doctors in principle via communication channels available within the Platform (chat/text). The Patient additionally receives e-mail/SMS notifications regarding the status of the Teleconsultation. In justified cases, the Doctor may contact the Patient by telephone if necessary for the proper provision of the Service. A Teleconsultation does not include health services requiring direct contact between the Doctor and the Patient. In justified cases, the Doctor will inform the Patient of the need for personal contact with an entity providing health services – in such a case, the Patient is obliged to follow the Doctor’s instructions.

5.2. The Doctor providing the Teleconsultation will be assigned automatically. The User may also refuse to accept the Doctor providing the Teleconsultation or to receive a medical service in the form of a Teleconsultation – in which case the Teleconsultation will be terminated.

5.3. In order to start a Teleconsultation, the Patient is obliged to provide the Service Provider with the information and documents necessary for the proper provision of the medical service. The information and documents are provided by entering them into the form available via the Platform. The aforementioned form is a virtual assistant, therefore the Patient may be asked to answer additional questions generated within the form. The virtual assistant is based on an artificial intelligence, but it does not participate in making a diagnosis and making decisions about the method of treatment – these activities are performed exclusively by Doctors. The data collected via the above-mentioned form do not replace a medical interview and will only be used to streamline and improve the quality of the Teleconsultation. Regardless of the above, providing false or incomplete data in the above-mentioned form may lead to an incorrect diagnosis or incorrect selection of treatment.

5.4. The conclusion of the agreement for the provision of the Teleconsultation Service takes place at the moment when the Patient, being logged into the User Account, sends, via the above-mentioned form, the first information or document concerning the Patient’s state of health. The sending by the Patient of the above-mentioned information or documents is tantamount to the Patient’s consent to the provision of the health service in the form of a Teleconsultation and with the use of a virtual assistant.

5.5. In each case of a successful conclusion of the agreement for the provision of the Teleconsultation Service, the Service Provider will ensure that the Doctor attempts to contact the Patient in order to provide the Teleconsultation. The Doctor will attempt to contact the Patient with no undue delay, but no later than on the next business day following the conclusion of the Teleconsultation agreement, during the Service hours indicated in the Organizational Regulations. The obligation indicated in this point shall be deemed to have been properly performed if:

5.5.1. within the time indicated above the Doctor established contact with the Patient,

5.5.2. within the above-mentioned period, the Doctor made three attempts to establish contact, which proved to be ineffective for reasons attributable to the Patient.

5.6. In the event of interruption of the Teleconsultation during its course, the Doctor will make three attempts to re-establish contact with the Patient – lack of contact from the Patient will be tantamount to the end of the Teleconsultation.

5.7. In the cases referred to in clauses 5.5 and 5.6, the agreement for the provision of the Teleconsultation Service shall be deemed to have been properly performed by the Service Provider.

5.8. In the event of an extended waiting time for the Teleconsultation, the Service Provider shall immediately inform the Patient of the situation. In the event that it is impossible to provide the Teleconsultation for reasons beyond the User’s control, the Service Provider will propose a new date for the Teleconsultation to the User.

5.9. A Teleconsultation is provided by a Doctor in the manner and to the extent specified in the Organizational Regulations and these Regulations. Before the Teleconsultation, the Doctor verifies the data provided by the Patient via the form made available on the Platform.

5.10. During the Teleconsultation, the Doctor may request from the Patient:

5.10.1. the presentation of additional information and documents concerning the Patient’s state of health, in particular the Patient’s medical records,

5.10.2. a change in the form of communication between the Doctor and the Patient to one that will enable the proper provision of the health service,

5.10.3. Verification of the Patient’s identity.

In the cases indicated in this clause, the Patient will be obliged to comply with the Doctor’s decision.

5.11. The Doctor may request Verification of the Patient’s identity in any case where they have doubts as to their identity. In such a case, the Doctor will inform the Patient about further actions that will be necessary to continue the Teleconsultation. Verification of the Patient’s identity may take place by means of a video conference, during which the Patient will present their current identity document to the Doctor. If the Verification is successful, the Teleconsultation will be continued. Otherwise, the Teleconsultation will be terminated.

5.12. As part of a Teleconsultation, a Doctor may issue a prescription, a referral, an order for medical devices or a certificate of incapacity for work, but only if this is justified by the Patient’s state of health. A justified refusal to issue a prescription, referral, order for medical devices or certificate of incapacity for work does not result in the improper performance of the Teleconsultation.

5.13. Access to a prescription, referral, order for medical devices and a certificate of incapacity for work will be possible only after payment for the Teleconsultation.

5.14. In connection with the provision of the Teleconsultation Service, the Service Provider keeps the Patient’s medical records. The Patient has the right to access their medical records. Detailed rules for access to medical records are described in the Organizational Regulations.

6. Payments

6.1. The User is obliged to pay the fee for the Teleconsultation immediately after the end of the consultation with the Doctor.

6.2. The amount of the fees is given in the price list available on the Platform and in the Organizational Regulations. The amount of the fee due will also be indicated before the User expresses their will to use a given Service. In case of any discrepancies, the fees indicated on the Platform shall apply. The amounts of the above-mentioned fees are gross amounts.

6.3. The User may pay the fees via the external settlement system PayU, which is operated by PayU S.A. with its registered office in Poznan. In order to make a payment, the User will be redirected to the website of the entity indicated in this clause, where they should follow the displayed instructions.

6.4. The Service Provider does not charge additional fees for making payments. Additional fees for payment processing may be charged by the entity indicated in the preceding clause.

7. Termination and withdrawal from the agreement

7.1. The User may at any time and without giving a reason terminate the agreement for the provision of the User Account Service with an immediate effect. To do so, it is necessary to use the functionality available within the User Account, or to send an e-mail to: contact@sigma.clinic.

7.2. The Service Provider may terminate the agreement for the provision of the User Account Service with immediate effect in the event of the User’s breach of the provisions of these Regulations or generally applicable law. In other cases, the Service Provider may terminate the agreement for the provision of the User Account Service with a notice period of 14 days.

7.3. The User has the right to withdraw from the agreement for the provision of the User Account Service or the Teleconsultation Service. The right to withdraw from the agreement may be exercised within 14 days of the conclusion of the agreement, by sending an e-mail to: contact@sigma.clinic. After the Service has been performed, the right of withdrawal shall not apply, of which the User will be informed before the commencement of the provision. The Service shall be deemed to have been performed in the cases indicated in these Regulations.

8. Liability

8.1. The Service Provider is not liable for:

8.1.1. the User’s actions inconsistent with the Regulations or generally applicable law, including the provision of false information,

8.1.2. the inability to use the Platform for reasons attributable to the User,

8.1.3. the unavailability of the Platform due to circumstances for which the Service Provider is not responsible.

8.2. The Service Provider and the User are not liable for events resulting from force majeure. Force majeure shall be understood as an external event, independent of the Service Provider or the User and beyond their control.

9. Complaints

9.1. Complaints regarding the Services can be submitted to the following address: contact@sigma.clinic.

9.2. The complaint should indicate: the User’s contact details (name and surname, telephone number, e-mail address), information about the identified irregularities and information about the expectations related to the identified irregularity.

9.3. The complaint will be considered immediately and no later than within fourteen (14) calendar days of its submission. The response to the complaint will be provided in the form of electronic correspondence indicated by the User.

10. Final Provisions

10.1. The User can contact the Service Provider quickly and efficiently using the address provided in the definition or via e-mail at: contact@sigma.clinic.

10.2. The Service Provider will inform Users of any changes to the Regulations. To this end, no later than fourteen (14) days before the changes come into force, the Service Provider will send the User, via the Platform or to the e-mail address provided when creating the User Account, an extract of the changes made to the Regulations, as well as the amended content of the Regulations. In the absence of acceptance of the changes, the agreement for the provision of the User Account Service shall be terminated immediately.

10.3. The content of the Regulations is available free of charge at: https://sigma.clinic. At the User’s request, the Service Provider will provide the User with the content of the Regulations in a way that allows for the acquisition, reproduction and recording of the content of the Regulations using the ICT system used by the User.

10.4. These Regulations shall enter into force on 9 October 2025.