Distance Service Agreement

Service provider: Eren Kutay (trading as “MedoraLab”). Address: Maslak Mah. Eski Büyükdere Cad. Giz 2000 Plaza No: 7 D: 34, 34485 Sarıyer/İstanbul. E-mail: info@medoralab.com. Support: support@medoralab.com. Phone: ⁦+90 532 559 69 02⁩. Referred to in this agreement as MedoraLab.

Customer: the clinic or healthcare institution whose name, address, tax details and contact details are taken at sign-up. Referred to in this agreement as the Clinic.

The subject of this agreement is the provision, on a subscription basis, of the MedoraLab package the Clinic has chosen, and the rights and obligations of the parties in relation to that service.

MedoraLab is a software service used over the internet, offered to clinics and healthcare institutions for their professional activity.

MedoraLab gathers the patient messages that reach the Clinic over WhatsApp and Instagram in one panel. In packages that include the AI assistant, the assistant answers patient messages and writes the appointment into the Clinic’s appointment book.

The service is provided in monthly or yearly periods. The fee and the monthly conversation quota of each package are in the table below; what each package contains is set out in detail in the pricing section of the site. For the Enterprise package, scope and fee are set by quotation.

Fees are in Turkish lira and are shown excluding VAT; VAT of 20% is added at payment. The payment screen shows the subtotal, the VAT and the total on separate lines.

Payment is taken by credit or debit card through a payment institution. Card details are not stored on MedoraLab systems; the card is kept by the payment institution for the payments of later periods.

In packages that include the AI assistant, a setup fee is charged at sign-up, once per clinic. The first fee of the chosen period is charged to the saved card at the end of the trial, and the fee of each later period at the start of that period.

If a payment cannot be taken, it is tried again 2 times over the following days. If it still cannot be taken, the panel becomes read-only until the card is updated; once the card is updated the service continues where it left off.

When the monthly quota is exceeded the assistant does not stop; the excess is charged at 30 ₺ per conversation and 18 ₺ per phone minute (excluding VAT). The Clinic may also buy an add-on pack for that month.

Invoices for payments are issued in the name and with the tax details given at sign-up.

The service is provided electronically; there is no physical delivery. The panel is available from the moment the account is opened.

The AI assistant and the messaging channels start working once account verification is complete and the Clinic has connected its own WhatsApp or Instagram account.

Membership starts with a 7-day trial. During the trial, use is limited to 50 conversations and 20 phone minutes.

If the membership is cancelled during the trial, the fee of the first period is not charged.

The Clinic cancels or freezes its membership by opening a request. A request can be opened from the Membership page in the panel, from the help bubble in the panel, over the WhatsApp support line or by e-mail to support@medoralab.com; it is resolved within 30 days at the latest and the outcome is sent by e-mail.

On cancellation the service continues to the end of the paid month on monthly billing, or of the paid period on yearly billing. The remaining time is not refunded.

A freeze lasts up to 6 months. During it the assistant and the messaging channels stop, the data stays in place and the panel is read-only.

The setup fee is not refunded. If the membership is not accepted as a result of account verification, the setup fee that was charged is refunded.

Where a refund is due, the amount is returned to the card the payment was made with. Details are on the Cancellation and Refund Terms page.

The Clinic can upgrade or downgrade its package from the panel. On an upgrade the fee difference for the rest of the period is charged at once and the features of the new package open at once. On a downgrade there is no refund; the new fee applies from the next period.

Package fees may change at most once every 6 months. On monthly billing the new fee is announced at least 30 days ahead, by e-mail and in the panel, and applies from the next period. On yearly billing the fee does not change during the paid period; the current fee applies at renewal.

When the service ends, the Clinic receives a link by e-mail to download its data as an Excel file. The cancellation can be undone within 30 days; at the end of that period the records belonging to the Clinic are permanently deleted.

For the patient data processed within the service, the Clinic is the data controller and MedoraLab is the data processor. The terms are in the Data Processing Agreement the Clinic approves when it first signs in to the panel.

The agreement is formed when the Clinic completes its membership sign-up and remains in force for as long as the membership continues.

For questions and requests: support@medoralab.com, WhatsApp support line ⁦+90 532 559 69 02⁩. For general matters: info@medoralab.com.