Terms of service

What we do

We coordinate requests. We review what you need, find suitable partners, facilitate communication, organise documents and keep you informed through one point of contact.

We are not a medical provider. We do not diagnose, prescribe or treat, and we do not perform laboratory, storage or transport services ourselves unless we expressly say so for a specific regulated service. Our Medical disclaimer explains what this means.

Opening a case

Opening a case is free and carries no obligation. Your request is an invitation to talk, not an order, and we do not have to accept it. If we cannot help, we tell you by email.

How a contract comes about

A paid service starts only by a separate agreement. Your coordinator sends you in writing, by email or on your case page, what we would do, the price, and when payment is due. The contract is concluded when you accept that proposal in writing. We keep the text of what was agreed in your case and you can see it there or ask for a copy.

The contract language is English, German or Ukrainian, whichever we use in your case.

Fees and payment

Prices are those stated in the proposal you accepted. We state whether they include VAT. Payment is by bank transfer against a payment request, which shows the amount, what it covers, the due date and the bank details.

Hemafund Assistance never changes its bank details by email. If you ever receive other details, do not pay and write to office@hemafund.healthcare.

Our fee covers coordination. Partners may charge for their own services; we tell you in advance whether a partner's fee is included or whether you pay it separately.

Services of partners

Medical, laboratory, biobanking, storage and transport services are performed by independent, qualified partners under their own authorisations and their own terms. Your contract for these services is with the partner, unless we expressly agree otherwise, and the partner is responsible for performing them.

We take reasonable care in choosing partners and passing on information, and we are responsible for that coordination. We are not responsible for the partner's professional decisions or results.

What we need from you

Please give us correct and complete information and tell us if it changes. If you act for someone else, such as a child or a relative, you confirm that you have the authority to do so, and we may ask for proof.

Please keep sign-in links and access to your email private. Use the client zone only for your own case, and do not try to get around its security or upload anything harmful or unlawful.

Your right of withdrawal

If you are a consumer, you have the right to withdraw from a contract concluded at a distance within 14 days without giving any reason. The withdrawal period expires 14 days after the day the contract was concluded.

To exercise this right, you must inform us (Hemafund Assistance OÜ, Harju maakond, Tallinn, Lasnamäe linnaosa, Pae tn 25-47, 11414, Estonia, phone +44 7347 911747, office@hemafund.healthcare) of your decision by a clear statement, for example a letter sent by post or an email. You may use the model form below, but you do not have to. To meet the deadline, it is enough to send your notice before the withdrawal period expires.

If you withdraw, we refund all payments received from you without undue delay and at the latest within 14 days of the day we receive your notice. We use the same means of payment you used, unless we expressly agree otherwise, and you are not charged any fees for the refund.

If you asked us to begin the service during the withdrawal period, you pay us a reasonable amount in proportion to what we had provided by the time you told us you were withdrawing, compared with the full service in the contract.

Your right of withdrawal ends when we have fully performed the service, if we started with your express prior request and you acknowledged that you would lose the right at that point. We ask for this request and acknowledgement in writing before we start during the withdrawal period, and confirm them to you by email.

• Model withdrawal form

  To Hemafund Assistance OÜ, Harju maakond, Tallinn, Lasnamäe linnaosa, Pae tn 25-47, 11414, Estonia, office@hemafund.healthcare: I hereby give notice that I withdraw from my contract for the provision of the following service: … Ordered on: … Name of consumer: … Address of consumer: … Signature (only if sent on paper): … Date: …

Ending the contract

Apart from your right of withdrawal, you may end a coordination contract at any time by writing to us. You pay for what we have done up to that point and for costs we have reasonably and already incurred for you, unless the law gives you more. We may end it for good reason, particularly if we can no longer lawfully or reasonably provide the service, and we refund what you paid for work not yet done.

Liability

We are fully liable for intent and gross negligence, for injury to life, body or health, and wherever the law does not allow liability to be limited.

For slight negligence we are liable only for breach of an essential contractual duty, one that makes proper performance of the contract possible and on which you may rely, and only up to the damage that is typical and foreseeable for this kind of contract. Otherwise we are not liable for slight negligence.

We keep the website available with reasonable care but cannot promise it will always be free of interruption.

Content of this website

The texts, images and marks on this website belong to us or our licensors. You may view and print them for your own use; other use needs our permission. General information here is not advice for your specific situation.

Data protection

Our Privacy policy explains how we handle your personal data.

Applicable law and disputes

Estonian law applies. If you are a consumer, this does not take away the protection of the mandatory rules of the country where you live. You may bring a claim in the courts of that country or of Estonia.

If a dispute arises, please write to office@hemafund.healthcare first. Consumers may also turn to the Consumer Disputes Committee at the Estonian Consumer Protection and Technical Regulatory Authority (www.ttja.ee).

Changes to these terms

We may update these terms and show the date at the top of this page. A contract already concluded stays under the terms that applied when it was concluded, unless you agree to a change.