Telemed orchestration agreement

The clinic is the merchant of record

The patient pays the clinic for a consultation through the clinic's own payment gateway account. The clinic is the merchant of record. Afya orchestrates the checkout, never holds the patient's money, and takes 0 of the consultation fee. The clinic issues the patient a receipt showing its commercial registration number.

Pre-authorized refunds

So that a refund a patient is owed is not blocked by who collected the money, the clinic pre-authorizes Afya to execute a refund through the clinic's own gateway on named bases only:

• The doctor did not attend.
• A technical failure stopped the consultation from happening.
• The patient cancelled in time.
• A dispute is upheld on the facts of the service delivered.

A refund returns the full amount to the patient. Afya never nets a cut. A refund executes within two business days of the trigger. If the clinic's gateway blocks or misses the refund, the case escalates, and a repeated failure suspends the clinic's doctors' online consultations until it is cured.

How refunds are decided is set out in our refund and cancellation policy.

Who is responsible for what

• The clinic and its doctors are responsible for the medical care, for confirming an online consultation is suitable, for documenting it, and for reporting a critical incident to the health regulator.
• The clinic is responsible for the payment relationship with the patient and for holding a valid gateway account.
• Afya is responsible for the platform: the booking, the consultation tools, and running the checkout and refunds it is authorized to run. Afya never adjudicates clinical judgment.

Data and recording

Consultations are not recorded. Health data is stored on servers inside the Gulf. The clinic holds its own confidentiality duty at the facility level, and admin roles on the platform are built to exclude clinical content.