General Terms and Conditions of Service Provision

1. General Information

United Medical Clinic Lisboa provides private medical care and related services, both in person and remotely, in compliance with current Portuguese healthcare legislation. Acceptance of these terms is required to book and use the clinic’s services.

2. Payment and Appointment Policy

2.1. Accepted Payment Methods

• Cash
• Bank card (debit/credit)
• MB Way
• Multibanco reference
• Online via website
• PayPal

2.2. Prepayment Policy

Prepayment is mandatory in the following situations:

• Appointments with the following specialists: ENT, Orthopedist, Psychiatrist, Endocrinologist, Gastroenterologist, Urologist, Gynecologist (Dr. Elena Pushina)
• Patients with a history of late cancellations or no-shows
• All online consultations
• Home visits

Appointments are only confirmed after the payment has been received, unless otherwise agreed.

3. Cancellations, Refunds and Complaints

3.1. Patient-Initiated Cancellation

• More than 24 hours before the appointment: full refund
• Less than 24 hours or no-show: no refund unless due to force majeure

3.2. Refund Method

• Refunds are issued to the original card used
• MB Way
• Cash (when applicable)

3.3. Complaints and Review Process

All complaints or refund requests are reviewed by an internal medical committee, particularly in cases where:

• The patient was scheduled with the wrong specialist
• The consultation did not take place due to a clinic-related issue

4. Services and Taxation

4.1. Services Provided

• In-person medical consultations
• Telemedicine
• Lab test orders and prescriptions
• Outpatient procedures and treatments

4.2. VAT and Charges

All services are exempt from VAT under Portuguese healthcare tax regulations.

4.3. Additional Fees

• No extra charges for evenings, urgency, or paperwork.
• All prices are either publicly listed or quoted before service.

5. Service Warranty

No formal warranty applies to medical services, given their technical and personalized nature. However, the clinic is committed to fairly reviewing any dissatisfaction through its internal review process.

6. Alternative Dispute Resolution (ADR)

In case of consumer dispute, patients may use the following ADR entity:

• Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL)
  Address: Rua dos Douradores, 116 - 2.º, 1100-207 Lisboa
  Phone: +351 218 807 030

7. Changes and Updates

United Medical Clinic Lisboa reserves the right to modify these terms at any time. The most up-to-date version will always be available on the official website: umedclinic.pt.