Patient Terms of Service & Data Consent Agreement

1. Introduction

1.1 These Terms and Conditions (the “Terms”) govern your access to and use of the Olive Health Ireland Ltd mobile application and website (the “Platform”), operated by Olive Health Ireland Ltd, a company registered in Ireland (company registration number 796058; VAT number IE4464382UH) with its registered office at 47 The Green, Elsmore, Jigginstown, Naas, Co. Kildare, W91 X47D (the “Company”, “We”, or “Us”).

1.2 By registering an account, you confirm that you are at least 18 years of age and legally capable of entering into binding contracts, or that you are registering on behalf of a dependant in accordance with Section 3.3.

2. Nature of the Service (The “Platform Model”)

2.1 We Are an Intermediary: you acknowledge that the Company is a technology service provider, not a medical clinic. We provide the digital infrastructure to connect you (the “Patient”) with independent healthcare professionals (clinicians, phlebotomists, doctors) (the “Providers”). The booking, consultation and related services made available to you through the Platform are referred to in these Terms as the “Service”.

2.2 The Provider Is Responsible: the medical advice, diagnosis, treatment, and clinical services are provided solely by the independent Provider. The Company does not practise medicine. We verify that each Provider is registered with the relevant Irish professional regulator (for example the Medical Council or CORU) and holds current professional indemnity insurance, and we will confirm a Provider's registration details on request. Subject to Section 10, clinical responsibility for the advice, diagnosis and treatment given rests with the Provider.

3. Account Registration & Security

3.1 To use the Service, you must create an account. You agree to provide accurate, current, and complete information (e.g., legal name, date of birth, address).

3.2 You are responsible for maintaining the confidentiality of your login credentials. You must notify us immediately of any unauthorised use of your account.

3.3 Dependant Accounts: a parent or legal guardian may register a dependant under the age of 18 by creating a linked profile, and in doing so confirms that they hold parental responsibility or legal guardianship for that dependant. The registering adult is responsible for the accuracy of the dependant's information and for exercising the dependant's rights under our Privacy Policy.

3.4 Consent at Sign-Up: when you create an account, you must separately and actively confirm: (a) that you agree to these Terms; and (b) that you have read and understood how we process your health data, as described in Section 8. Neither box is pre-ticked. You are not asked to consent to processing that is necessary to provide the Service; consent is sought separately, and only for the optional processing described in Section 8.2. You may also choose, via a separate box that is not ticked by default, to receive marketing communications; this is optional and may be withdrawn at any time.

4. Service Limitations (Telehealth)

4.1 Not for Emergencies: this Platform is suitable only for non-emergency medical issues.

4.2 Remote Limitations: you acknowledge that online consultations have limitations compared to in-person examinations. If a Provider determines that your condition requires a physical examination or urgent care, they will decline to treat you online and refer you to a physical clinic or emergency department.

4.3 Prescriptions: Providers issue prescriptions at their sole clinical discretion. The Platform guarantees neither a prescription nor a specific diagnosis. Controlled drugs (e.g., sleeping pills, opioids) will generally not be prescribed via this Platform.

5. Consultation Recordings and Companions

5.1 Recording a consultation is optional and requires your separate, explicit consent for that specific appointment, given via an in-app prompt before the session starts. See our Privacy Policy, Section 4, for how recordings are retained and secured.

5.2 You may invite one companion to join your consultation under the terms of our Privacy Policy, Section 6.

6. Payments, Cancellations & Refunds

6.1 Fees: the fee for each appointment, as displayed on the Platform at the time of booking and inclusive of VAT and any other charges where applicable (the “Consultation Fee”), is payable before your booking is confirmed. The Consultation Fee shown is the total amount you will pay for that appointment; we will not add any charge that was not displayed to you before you booked.

6.2 Payment Processing: payments are processed via Bank of Ireland (BOI). We do not store your full credit card details.

6.3 Cancellation Policy:

• More than 24 hours’ notice: full refund
• Less than 24 hours’ notice: 50% cancellation fee applies
• No-show (missed appointment): no refund

6.4 Failed Phlebotomy Visits: for home blood tests, if the phlebotomist attends at the agreed time but cannot gain access to your property or you are not present, we will retain a call-out charge reflecting the reasonable costs we have incurred and refund the balance of the fee. No charge applies where you were unable to attend for reasons outside your reasonable control and you tell us as soon as practicable, or where the phlebotomist did not attend within the agreed appointment window.

6.5 Right of Withdrawal (Distance Contracts): bookings made through the Platform are distance contracts under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013. By selecting a specific appointment date and time, you expressly request that we begin performing the service (that is, hold your appointment) before the 14-day statutory withdrawal period would otherwise expire, and you acknowledge that your right of withdrawal is lost once the consultation or service has been fully performed. Where you cancel before the consultation takes place, the cancellation terms at Section 6.3 apply instead.

7. User Conduct

7.1 You agree to treat our Providers and support staff with respect.

7.2 We may suspend or terminate your account where you are abusive or threatening towards, or behave inappropriately with, our Providers or staff. Except where the conduct is serious enough to justify immediate action, we will first warn you and give you an opportunity to respond. We will tell you the reason for any suspension or termination, refund any fees paid for services not yet delivered, and continue to make your medical records available to you or to a clinician you nominate.

8. Data Protection and Your Consent Choices (GDPR)

8.1 Legal Basis: to provide this Service, we process “Special Category Data” (your health information) within the meaning of Article 9 of the GDPR. Where processing is necessary to arrange and deliver your care, we rely on Article 9(2)(h) GDPR (provision of health care and management of health care services), read with Article 6(1)(b) (performance of our contract with you) and section 52 of the Data Protection Act 2018. We do not rely on your consent for processing that is necessary to provide the Service, and you are not required to consent in order to receive care.

8.2 Optional Processing Based on Consent: separately from Section 8.1, we ask for your explicit, granular consent — given through separate boxes that are not ticked by default and that you may withdraw at any time without affecting your care — for consultation recording (Section 5.1), inviting a companion (Section 5.2), and marketing communications (Section 3.4). Withdrawal does not affect the lawfulness of processing carried out before withdrawal. For transparency, the processing we carry out under Section 8.1 because it is necessary to provide the Service comprises the following — consultation recordings and companion participation are not part of this list and are processed only on the separate consent described above:

• Collection: us collecting your symptom history, medical notes, medication records, and, where you separately consent under Section 5, video/audio data from consultations
• Sharing: us sharing this data securely with the specific Provider(s) you book and, where necessary, with pharmacies (for prescriptions) or laboratories (for blood tests)
• Retention: us retaining your medical records for as long as necessary to meet our legal and professional obligations and to establish or defend legal claims — ordinarily 8 years from the date of last contact for an adult, and for a dependant until their 25th birthday (or 26th where the last entry was made at age 17) — even if you close your account. This retention is necessary to comply with our legal obligations and does not depend on your consent, and it will not be extended beyond what is necessary

8.3 Your Rights: you have the rights described in our Privacy Policy, Section 12, including access, rectification, erasure, restriction, objection, portability, and withdrawal of consent, subject to our legal obligation to retain medical records for the period set out in Section 8.2. Withdrawing consent to an optional processing activity will not affect your ability to receive care. If you believe we have not handled your personal data properly, you may lodge a complaint with the Data Protection Commission (6 Pembroke Row, Dublin 2, D02 X963; www.dataprotection.ie). You can contact our Data Protection Officer at dpo@olivesofthealth.com. We process your data within the European Economic Area; where a transfer outside the EEA is necessary we will rely on an adequacy decision or standard contractual clauses, as described in our Privacy Policy.

9. Automated Decision-Making

9.1 We do not use automated decision-making, including profiling, that produces legal or similarly significant effects concerning you without human involvement. Any symptom-intake or triage tools used on the Platform only help your Provider prepare for your consultation; a qualified Provider makes all clinical decisions.

10. Limitation of Liability

10.1 Subject always to Section 10.2 and to your statutory rights under the Consumer Rights Act 2022 (which cannot be excluded or restricted), and provided that we have supplied the Platform with reasonable care and skill, the Company is not liable for:

• Any incorrect medical diagnosis or advice provided by the independent Provider
• Interruption of a consultation caused by a failure of your own equipment or connection, or by a third-party network outside our reasonable control; where an interruption is caused by the Platform we will re-arrange the consultation at no further cost or refund the Consultation Fee
• Any indirect or consequential loss (e.g., loss of earnings)

10.2 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our own negligence, for fraud, or for any other liability which cannot lawfully be excluded or limited under Irish law.

11. Disputes & Jurisdiction

11.1 These Terms are governed by the laws of Ireland.

11.2 Any dispute arising out of or in connection with these Terms may be brought before the Courts of Ireland. Nothing in this Section affects your right as a consumer to bring proceedings in the courts of the place where you are domiciled, or removes any mandatory protection available to you under the law of that place.

11.3 Complaints: if you are unhappy with the Service, please contact us at info@olivesofthealth.com. We will acknowledge your complaint within 5 working days and aim to resolve it within 30 days. If we cannot resolve it, you may refer the matter to an approved alternative dispute resolution body or contact the Competition and Consumer Protection Commission. Complaints about a Provider's clinical care may also be made to that Provider's professional regulator.

12. Changes to These Terms

We may amend these Terms from time to time where there is a valid reason to do so — for example a change in law or regulatory guidance, a change in the services we offer, or improvements to the Platform. We will give you at least 30 days' notice of any material change by email or in-app notice, together with a summary of what is changing and why. If you do not accept a material change you may close your account before it takes effect at no charge, and we will refund the fee for any appointment already booked that has not yet taken place. Amended Terms will not apply to appointments already booked and paid for.

13. Contact Information

Olive Health Ireland Ltd

Company Registration Number: 796058 | VAT Number: IE4464382UH

47 The Green, Elsmore, Jigginstown, Naas, Co. Kildare, W91 X47D

Email: info@olivesofthealth.com | Phone: +353 1 699 4590