mWell Support

This Section A applies to your use of mWell's telemedicine service, whether you access it directly through the mWell app or through a Partner Web-View under the General Terms and Conditions, Section 7.1.

A.1 Nature of Telemedicine

You expressly acknowledge and agree that the Company does not provide medical services of any kind. The Company is not a hospital, clinic, pharmacy, health insurance company, or healthcare provider.

While the Service allows healthcare providers to engage with you and provide general medical information, the Service itself cannot and is not intended or implied to be a substitute for professional medical advice, diagnosis, or treatment. Telemedicine shall be used only when: (i) a healthcare provider is physically inaccessible in the management of chronic health conditions, or (ii) a healthcare provider is physically inaccessible for follow-up consultations with existing patients. Availing of the Service, using the Application, and/or disclosing your personal or medical information to us does not establish a physician-patient relationship between you and the Company.

You acknowledge and agree to assume full risk and responsibility for the use of or reliance on information you obtain from or through the Service or the Application. The Company does not endorse or recommend any healthcare provider, and does not manage or control the medical advice provided by your healthcare provider, which is based on (a) your personal health data as disclosed by you, and (b) local standards of care for your presenting symptoms or reactions based on the information you disclosed.

You acknowledge and understand that there are potential risks in the use of telemedicine, including, but not limited to, inaccurate diagnosis arising from inaccurate information you provided or the inherent limitations of a telemedicine consultation, and slight delay or cancellation due to platform technical difficulties or service limitations. You or your healthcare provider may discontinue the teleconsultation if either of you believes videoconferencing is not adequate for your health situation.

A.2 Emergency Disclaimer

THE AVAILMENT OF OUR SERVICE, OR THE USE OF THE APPLICATION, IS NOT INTENDED OR APPROPRIATE FOR EMERGENCY AND/OR SERIOUS HEALTH CASES. IF YOU THINK YOU HAVE A MEDICAL OR MENTAL HEALTH EMERGENCY, OR IF AT ANY TIME YOU ARE CONCERNED, CALL A DOCTOR OR EMERGENCY PHONE NUMBER IMMEDIATELY, OR GO TO THE NEAREST OPEN CLINIC OR EMERGENCY ROOM. From time to time, we may include features that allow you to avail of emergency care services offered by third parties; you may avail of these subject to the terms and conditions of those relevant services.

A.3 Video Consultations

You may consult with a healthcare provider via online videoconferencing. Your healthcare provider shall conduct an initial examination and/or diagnosis based on your uploaded photos and online video consultation, and may also take photos during the teleconsultation with your prior consent.

The Company recommends an internet speed of at least 5 megabytes per second (5 Mbps) and the following minimum technical specifications:

(a) iOS devices must be able to run at least iOS 13 or newer;

(b) iPhones must be at least iPhone 6 or newer; and

(c) Android devices must be able to run at least Android 8.0 or newer.

A.4 Chat Consultations

You may also consult with a healthcare provider via instant messaging. You must respond to your chosen healthcare practitioner in a timely manner (i.e., within 10 minutes) to prevent the consultation from ending abruptly. If the healthcare practitioner opts to end the consultation due to delayed responses, you are not entitled to a refund. If, for any reason, you opt to continue through a video consultation instead of completing the consultation via chat, you will still be charged the full fee for the chat consultation, and you are not entitled to a refund in that case either.

A.5 Mind Health Consultations

Mind Health support is provided by three different kinds of professionals, each with a different scope of practice. It is important that you understand the difference, because it determines what a given consultation can and cannot end with:

(a) Mental Health Coaches provide non-clinical, non-emergency wellness support and can offer general guidance and coping strategies. Mental Health Coaches are not licensed medical or mental health practitioners; they cannot diagnose a condition, prescribe medication, or issue a medical certificate, a fit-to-work certificate, or any other clinical document, and will refer you to a psychologist or psychiatrist if your concern needs clinical care.

(b) Psychologists are licensed under the Psychology Act of 2009 and can provide counseling, psychological assessment, and therapy, and, within their scope of practice and licensure, may issue certain non-medical certifications (for example, a psychological evaluation report). Psychologists are not medical doctors and cannot prescribe medication or issue a medical prescription.

(c) Psychiatrists are licensed physicians and are the only Mind Health professionals on the Service who can issue a medical prescription; a psychiatrist may also issue a medical certificate consistent with their clinical assessment.

None of the above are allowed to issue a medical certificate, fit-to-work certificate, or e-prescription outside what is described for their specific role above. A declined request for a document outside a professional's scope of practice is not an acceptable reason for a refund of consultation fees.

To avail of on-demand Mind Health support, tap “Mind Health” on the homepage of the mWell app. You may choose between Consult Now and Consult Later, fill out the required information, agree to these Terms of Use and the Privacy Policy, and select a provider among those available. Each Mind Health professional charges a fee, which is indicated on the app.

A.6 Telemedicine Referral

You are aware that your healthcare provider may refer you to a healthcare institution or a specific specialist if: (a) your medical case requires personal examination; and/or (b) your medical case requires emergency care in a suitably resourced health facility. Where your healthcare provider refers you, the referral and the associated information necessary for that referral are shared with the receiving institution or specialist, consistent with Section 14.3. A referral is a proper outcome of a consultation. Accordingly, being referred does not by itself entitle you to a refund of the consultation fee.

A.7 Booking on Behalf of Another Person

You may book a telemedicine consultation for another person, provided you are duly authorized by that person, or you are that person's parent or legal guardian. By doing so, you represent and warrant that (a) you are duly authorized to arrange the consultation on behalf of the patient, (b) you are duly authorized to provide the patient's personal data to the Company and/or the healthcare provider, and (c) the patient has accepted the Company's Privacy Policy.

Upon request of the Company or the healthcare provider, you shall provide proof of authority and/or consent of the concerned individual. If that person is of legal age, is not incapacitated to give consent, and does not agree with these Terms of Use and/or the Privacy Policy, you cannot proceed with the booking. The Company and/or the healthcare provider has the authority to end any telemedicine consultation where there is reasonable basis to believe you are not authorized to book on behalf of the concerned individual, and you are not entitled to any refund or compensation in that event.

A.8 Processing / Booking Fee

The Company charges a transaction processing fee per telemedicine consultation booked through the Application, as indicated in the Application at the time of booking. The Company reserves the right to change this fee; by continuing to avail of the Service, you consent to any change. To withdraw your consent, you must deactivate your account in the Application.

A.9 Rescheduling, Cancellation, and Refunds

When you confirm your payment for a telemedicine consultation, you are considered to have validly booked a telemedicine appointment for the schedule you chose.

General rule. You may reschedule or cancel your appointment at least six (6) hours before the scheduled time without incurring a cancellation fee. Failure to attend an appointment without cancelling or rescheduling makes you liable for one hundred percent (100%) of the consultation fee. You will not be charged if the healthcare provider cancels your booking.

The waiting room. Whether you booked Consult Now or Consult Later, you enter a virtual waiting room before your consultation begins. The waiting room is open for eight (8) minutes; if your healthcare provider has not joined by the end of that window, your appointment is treated as a provider no-show and you are entitled to a full refund under “When you're entitled to a refund” below. While you are in the waiting room, you may still cancel for a full refund. Once your consultation itself has started, your payment is non-refundable, do not close or minimize the app screen once you are in a consultation, as this may automatically drop the call.

When you're entitled to a refund. You are entitled to a refund where: (a) you cancelled your booking at least six (6) hours before the scheduled appointment; (b) you cancelled while still in the waiting room, before your consultation started; (c) the healthcare provider cancelled the appointment; (d) the healthcare provider failed to join within the waiting room window described above; or (e) your case is an emergency and you are advised that it warrants immediate medical attention. Being dissatisfied with the quality, manner, or outcome of a consultation actually conducted by a physician, psychologist, psychiatrist, or Mental Health Coach is not, by itself, a ground for a refund.

How to file a refund. To process an eligible refund, you must file a refund request by e-mailing support@mwell.com.ph within five (5) days from the date of the transaction. Requests filed beyond this period will not be honored. Refunds are not processed automatically and will only be acted on upon receipt of a valid request. Refunds shall only include the Professional Fee and the Booking Fee; transaction fees charged by our payment channels are not included.

A.10 Transfer

You may book a telemedicine consultation for a person other than yourself, who will use your account to consult with a doctor. You warrant that such person understands and consents to be bound by these Terms of Use and the Privacy Policy.

A.11 Consultation Recording and Chat Transcripts

For purposes of medical documentation, continuity and quality of care, quality assurance, service improvement, compliance, security, dispute resolution, and record-keeping, teleconsultations and chat consultations may be recorded and/or transcribed.

For teleconsultations, the audio and/or video of the consultation may be recorded. For chat consultations, the messages exchanged between you and the healthcare provider may be retained as a chat transcript.

Consultation recordings and chat transcripts may form part of your consultation and medical records and may be securely stored within mWell's systems. These records may be made available through the mWellMD Admin Portal to authorized mWell personnel, healthcare providers, administrators, and other authorized persons, strictly on a need-to-know basis and subject to applicable access controls, confidentiality obligations, and data privacy requirements.

By proceeding with a consultation after being informed that the consultation may be recorded and/or transcribed, you acknowledge and consent to the collection, recording, storage, retrieval, and processing of such consultation records for the purposes stated above, subject to applicable law and the Company's Privacy Policy.

You acknowledge that consultation recordings and chat transcripts may contain personal information and sensitive personal information, including health information. Such information shall be processed in accordance with the Data Privacy Act of 2012 (Republic Act No. 10173), its implementing rules and regulations, applicable National Privacy Commission requirements, and the Company's Privacy Policy.

Access to, use, disclosure, retention, and deletion of consultation recordings and chat transcripts shall be subject to applicable law, legitimate purposes, security safeguards, and the Company's applicable data retention policies.

‍

This Section B applies to you if you are a physician, psychologist, or Mental Health Coach providing services to Users through the Application. Section A.5 explains how these three roles differ in what they are each allowed to do.

B.1 Guiding Principles

For physicians:

(a) Telemedicine services shall follow the standards of practice of medicine as defined under (i) Republic Act No. 2382 (the “Medical Act”), (ii) its Implementing Rules and Regulations, (iii) the DOH-DILG-PHIC Joint Administrative Order No. 2021-0001 (the “Guidelines on the Implementation of Telemedicine in the Delivery of Individual-Based Health Services”), (iv) rules and regulations of any regulatory body, (v) rules and regulations of professional associations of practitioners, and (vi) other applicable policies and guidelines, taking into account the absence of physical contact;

(b) the patient-physician relationship shall be based on full knowledge of the patient's medical history and a physical examination given the circumstances of a lack of physical contact; telemedicine shall be employed when a licensed physician is physically inaccessible in the management of chronic health conditions, or for follow-up check-ups after initial treatment;

(c) the patient-physician relationship shall be founded on mutual trust and respect, with both parties reliably identifying themselves during a telemedicine consultation; where the patient is referred to a health facility, the physician who initially sees the patient is responsible for the coordination of care;

(d) emergency and serious conditions, where face-to-face assessment and physical contact are most essential, should not be managed via telemedicine; and

(e) the use and implementation of telemedicine shall respect the universal principles of ethics, legal standards, and guiding principles on the primacy of human rights and protection of health privacy as defined by Philippine laws, international instruments, rules, and other applicable policies.

For psychologists:

(a) online consultations shall follow the Code of Ethics and Professional Standards for Psychology Practitioners in the Philippines under Professional Regulatory Board of Psychology Resolution No. 11, Series of 2017, and shall comply with the requirements for the practice of psychology under Republic Act No. 10029 (the “Psychology Act of 2009”) and other applicable policies and guidelines;

(b) the client-psychologist relationship shall be founded on mutual trust and respect, with both parties reliably identifying themselves during an online consultation; where the patient is referred to a physician or health facility, the physician who initially sees the patient is responsible for the coordination of care;

(c) emergency and serious conditions, where face-to-face assessment and physical contact are most essential, should not be managed via online consultation; and

(d) the use and implementation of online consultation shall respect the universal principles of ethics, legal standards, and guiding principles on the primacy of human rights and protection of health privacy as defined by Philippine laws, international instruments, rules, and other applicable policies.

For Mental Health Coaches:

(a) coaching sessions are limited to non-clinical, non-emergency wellness support and must not stray into diagnosis, treatment, or clinical mental health care;

(b) a Mental Health Coach must refer a User to a psychologist or psychiatrist promptly where the User's concern appears to require clinical assessment, treatment, or medication, or presents any indication of crisis or emergency; and

(c) the use and implementation of coaching sessions shall respect the same principles of ethics, legal standards, and protection of health privacy described above for physicians and psychologists, to the extent applicable to a non-clinical role.

B.2 Representations and Warranties

If you are a physician, you represent and warrant that: all the information you provided is true and correct in all material respects; you are duly licensed to practice medicine by the Professional Regulation Commission; you are a member in good standing of the Philippine Medical Association; you have the specialized skills, expertise, and experience to provide medical advice to Users on this basis; you have no pending or decided cases and/or complaints for medical negligence and/or medical offenses; and you comply with all applicable laws and regulations while using the Application or providing services through it.

If you are a psychologist, you represent and warrant that: all the information you provided is true and correct in all material respects; you are duly licensed by the Professional Regulatory Board of Psychology to engage in the Practice of Psychology as defined under the Psychology Act of 2009; you have the specialized skills, expertise, and experience to provide psychological advice to Users; you have no pending or decided cases with the Professional Regulatory Board of Psychology; and you comply with all applicable laws and regulations while using the Application or providing services through it.

If you are a Mental Health Coach, you represent and warrant that: all the information you provided is true and correct in all material respects; you hold any coaching certification or credential the Company requires for this role; you have no pending or decided cases or complaints relating to professional misconduct; you will not represent yourself as a licensed psychologist, psychiatrist, or physician, or hold yourself out as able to diagnose, treat, or prescribe; and you comply with all applicable laws and Company guidelines while using the Application or providing services through it.

B.3 Obligations

All practitioners (physicians, psychologists, and Mental Health Coaches) undertake to: conduct yourself professionally, following the code of ethics of the professional body that regulates you; comply with all applicable laws, Company guidelines, and the DPA; make yourself available at your scheduled times, and provide consultations or sessions personally; verify the patient's, client's, or User's identity at the start of each session, protect their privacy at all times, and secure consent before any recording; keep records of documentation issued; and ensure confidentiality and data integrity at all times.

In addition:

Physicians must also maintain their skills, qualifications, and good standing; provide the same standard of care as an in-person consultation, subject to the limitations of telemedicine, requesting one where appropriate; treat electronic clinical documents as equivalent to their physical counterparts; and issue electronic prescriptions in accordance with applicable FDA guidance.

Psychologists must also maintain their qualifications and good standing, and provide the same standard of care as an in-person consultation, requesting one where appropriate.

Mental Health Coaches must also stay within the non-clinical scope described in Section B.1, and promptly refer a User to a psychologist or psychiatrist when their concern falls outside that scope.

B.4 Professional Fee

You shall receive your professional fee from Users net of the Company's commission. Fees, payment options, and payment schedules are set and determined exclusively by us and may be changed in our sole discretion. You are solely responsible for paying any applicable tax in relation to your use of the Application.

‍

This Section C applies to physicians participating in mWell's health advocacy campaigns, and incorporates Section B (Doctors, Psychologists, and Mental Health Coaches) above, except that:

(a) your participation, including your consent to the Company's processing of the information you provide, is specifically for purposes of the health advocacy campaign; and

(b) the telemedicine consultations you perform under the campaign are free of charge, neither you nor the Company collects any fee for consultations performed under mWell's health advocacy campaign.

‍

The mWell Scoreboard (“Program”) is a wellness program built around your mWellness Score, leaderboards, and team or family challenges. It is offered in two tracks: the Corporate Scoreboard, paid for and sponsored by an employer or organization, and the Family Dashboard, a paid subscription you take out yourself to track wellness together with your family. This Section F explains what's different between the two tracks (F.1 and F.2) and what applies to both (F.3).

F.1 Corporate Scoreboard

The Corporate Scoreboard is a voluntary corporate or educational wellness program designed to encourage healthy lifestyles through physical activity, mental well-being, and community engagement. The Corporate Scoreboard is paid for by your employer or organization (“Program Sponsor”) under its own arrangement with mWell, you do not pay for it yourself.

Your eligibility to participate, and to continue participating, in the Corporate Scoreboard is determined entirely by your Program Sponsor, including who your Program Sponsor designates as eligible, for how long, and on what terms, consistent with your organization's own arrangement with mWell. You may join the Corporate Scoreboard if: you are an employee, student, or individual invited by your Program Sponsor; you are at least 18 years old (or younger, with parental or guardian consent); and you have created an mWell account using your organization's access link or registration code.

mWell is not responsible for, and takes no position on, your Program Sponsor's decisions about who is eligible, when your access starts or ends, or the terms of your employment, membership, or other relationship with your Program Sponsor. If you have a complaint or dispute about your eligibility, enrollment, or continued participation in the Corporate Scoreboard, you agree to raise it with your Program Sponsor directly; it is not a matter between you and mWell, and mWell's role is limited to operating the Program on your Program Sponsor's behalf.

Leaderboards under the Corporate Scoreboard are viewable only within your organization, and may display top performers or teams based on wellness scores and challenge results; your name may appear on these leaderboards as part of your organization's wellness program. Rewards, if any, are defined by your Program Sponsor, for example, company merchandise or other incentives, and are non-transferable and non-cash-convertible; mWell is not responsible for reward fulfillment or the taxation of prizes provided by your employer or organization.

Your Corporate Scoreboard participation may be suspended or terminated by your Program Sponsor or by mWell if: you violate this Agreement; you falsify or misuse data; or your Program Sponsor's wellness contract with mWell ends. Upon termination, your access to the Corporate Scoreboard, its challenges, and its rewards ceases, and unredeemed rewards may be forfeited.

F.2 Family Dashboard

The Family Dashboard is a paid subscription plan that lets a Primary Subscriber track wellness together with invited family members (“Family Members”), for example, a spouse, children, siblings, or parents, through a shared family leaderboard, challenges, and wellness features.

Who can subscribe. The Primary Subscriber must be at least 18 years old and hold an mWell account in good standing. The Primary Subscriber may invite Family Members to join the plan; an adult Family Member joins using their own mWell account, while a minor Family Member is added as a dependent profile, managed by the Primary Subscriber or another parent/guardian on the plan, consistent with the dependent-profile provisions in the HealthID™ section (Section I.3).

Subscription and payment. The Family Dashboard is billed at the rates, billing frequency, and Family Member slot allowances published in the mWell app or on mWell's website at the time of your subscription, which may change from time to time consistent with the General Terms and Conditions, Section 5 (Fees, Payment, Subscriptions, Promotions, and Refunds). Payment and auto-renewal follow the General Terms and Conditions, Section 5.1, card payments renew automatically, while GCash and Maya payments require manual renewal each period.

Lock-in period. Your Family Dashboard subscription is subject to a minimum lock-in period equal to the term of the subscription you chose (monthly or annual) from the date of purchase, during which you may not cancel, downgrade, or reduce your plan.

No refunds, no transfers. Amounts paid for the Family Dashboard, including amounts paid during the lock-in period, are non-refundable, consistent with the General Terms and Conditions, Section 5.2. Your Family Dashboard subscription, and any Family Member slot on it, is non-transferable to another Primary Subscriber or mWell account.

Cancellation. The Primary Subscriber may cancel the Family Dashboard subscription at any time after the lock-in period. Cancellation ends access to the Program for the Primary Subscriber and all Family Members on the plan at the end of the then-current billing period.

Removing a Family Member. The Primary Subscriber may remove a Family Member from the plan at any time before the subscription ends, and may choose to replace them with someone else. Once removed, the Family Member loses access to the Family Dashboard. Their data will also stop syncing to your family.

Leaderboards under the Family Dashboard are viewable only among the Primary Subscriber and the Family Members on the same plan. Rewards, where offered, are defined by mWell for the Family Dashboard specifically, are non-transferable and non-cash-convertible, and mWell is not responsible for the taxation of any prize.

The Family Dashboard subscription, and a Family Member's participation in it, may be suspended or terminated if: the Primary Subscriber cancels or the subscription lapses for non-payment; a participant violates this Agreement; or a participant falsifies or misuses data. Upon termination, access to the Family Dashboard, its challenges, and its rewards ceases for the affected participant(s), and unredeemed rewards may be forfeited.

F.3 How the Program Works (applies to both tracks)

Your mWellness Score is a dynamic measure of your overall wellness engagement, based on activity, participation, and lifestyle factors, calculated automatically through your inputs, activity trackers, and participation in wellness events, consistent with the mWellness Activity Tracking section. Because that score depends on your device staying synced, see Section E.2 (Why Syncing Matters), an out-of-sync device is the most common cause of a score or leaderboard position that looks wrong.

Your responsibilities as a participant. You agree to: provide accurate and truthful information when creating or updating your account; use the mWell platform and app responsibly and only for personal wellness tracking; not impersonate another person or falsify data (e.g., step counts or activity logs); be respectful and non-discriminatory in all interactions within the mWell app and community; and maintain the confidentiality of your login credentials. Consistent with Section E.4, any data we reasonably believe to be manually entered in place of genuine device data, or falsified, fraudulent, or manipulated in any way, may be removed from your mWellness Score, challenge results, or a leaderboard, in addition to suspension or termination of your access, on either track.

Data sharing. By joining either track of the Program, you consent to: the collection and processing of your personal and wellness data (such as name, and, where applicable, company/organization ID or family plan ID, and birthdate) by mWell, and, for the Corporate Scoreboard, your Program Sponsor, for the purpose of delivering the Program; aggregated and anonymized data analytics to measure wellness performance; and secure data storage with limited sharing to authorized partners strictly for program administration. You may access, correct, or delete your data at any time by e-mailing support@mwell.com.ph.

Communications. You may receive app notifications, e-mails, or messages about challenges, results, or updates. Standard data or message rates may apply, and you can manage your communication preferences in your profile settings.

Account protection. You agree not to knowingly allow any third party to access your account or to impersonate you to access any part of the Program. Keep your username and password confidential and do not share them, as they can be used to access your account. If you use a shared or public computer to access the web-based platform, close your browser when you finish a session to help ensure others do not access your personal information. If you know or believe your account or login information may have been compromised, contact us immediately.

Health and safety disclaimer. The mWell Scoreboard, on either track, is not a medical service and does not provide medical advice. Always consult your physician before beginning any fitness or nutrition program. Any information or recommendations available through the Program are for general wellness and educational purposes only.

For questions about the Program, e-mail support@mwell.com.ph or visit www.mwell.com.ph/support.

‍

This Section G applies to your access to and use of the mWellMD electronic medical record management system (the “Platform”), whether during the Trial Period or on a paid mWellMD EMR subscription, and through either its web-based or mobile application version.

G.1 Guiding Principles

(a) your management of patient records shall follow the standards of practice of medicine as defined under Republic Act No. 2382 (the “Medical Act”), its Implementing Rules and Regulations, and other applicable policies and guidelines;

(b) your management of patient records shall follow ethical standards defined under the International Code of Medical Ethics and the Code of Ethics as approved by the Philippine Medical Association;

(c) your use of the Platform shall respect the universal principles of ethics, legal standards, and guiding principles on primacy of human rights and protection of health privacy as defined by Philippine laws (including, but not limited to, the DPA and the relevant rules and regulations of the Department of Health), international instruments, rules, and other applicable policies; and

(d) you shall comply with any and all rules and regulations applicable to your retention and deletion of patient data, such as, but not limited to, Department of Health Circular No. 70, Series of 1996, and the Health Privacy Code Implementing Joint Administrative Order No. 2016-0002.

G.2 The Platform

Subject to these Terms of Use, the Company grants you a non-exclusive, non-transferable, non-sub-licensable right to use the mWellMD patient electronic record management platform, with general features that allow you to: collect, store, modify, organize, and delete patient data; add new patients, create appointments, create health records, and create doctor's notes; receive customer support through instant messaging, in-app notifications, and e-mail; and such other features as the Company may provide from time to time, including those described below.

G.3 User Types, Trial Period, and mWellMD EMR

There are two types of mWellMD EMR users: (a) New Users, who are using an electronic medical record system for the first time or are not migrating records from another provider; and (b) Transition Users, who are migrating their existing patient records from another EMR or practice management system into mWellMD EMR, as described in Section G.5.

Trial Period. Upon registration, every doctor, whether a New User or a Transition User, has full access to mWellMD EMR, free of charge, for three (3) days (the “Trial Period”). The Trial Period cannot be cancelled and ends automatically after three (3) days, and when it ends you will automatically be charged for the mWellMD EMR subscription you chose. Each doctor is entitled to only one Trial Period; reinstalling the Application or creating a new account does not entitle you to another.

mWellMD EMR. After the Trial Period, mWellMD EMR is offered only on a paid subscription basis, under the plan terms described in Section G.7, giving you unlimited active patient records, the AI-Assisted Documentation Feature, data migration assistance for Transition Users, and priority multi-channel support.

G.4 Data Accuracy

The accuracy of patient data on the Platform is critical to patient safety and to your practice of medicine, and this section applies whether you are in the Trial Period or a paid mWellMD EMR subscriber.

You are solely responsible for the accuracy, completeness, and clinical appropriateness of all patient data in your mWellMD account, regardless of how it came to be there, whether you entered it directly, it was migrated from another EMR under Section G.5, or it was generated by the AI Feature under Section G.9. The Company is a technology platform provider, not a healthcare provider, and does not review, verify, or vouch for the clinical accuracy of any patient data on the Platform.

You undertake to promptly review, correct, and update any patient data you discover to be inaccurate, outdated, or incomplete. The Company's responsibility is limited to maintaining the technical integrity of the Platform, ensuring data is stored and transmitted without alteration by the Platform itself, and not for inaccuracies originating from you, a source EMR system, a patient, or the AI Feature prior to your review and approval of its output.

G.5 Data Migration from Another EMR System

If you are transitioning from another electronic medical record or practice management system, you may request that the Company assist in migrating your existing patient data into the Platform (“Migration”). Doing so makes you a Transition User, as described in Section G.3, and you may be eligible for the Transition Rate described in Section G.7. Migration assistance may be subject to additional fees, communicated in advance.

Migration is subject to dependencies outside the Company's control, and the Company cannot guarantee:

(a) the ability or willingness of your previous or other EMR system, or its vendor, to export your data in a usable or compatible format;

(b) the cooperation, consent, and availability of the source system's vendor, who may charge their own export, exit, or data-release fees;

(c) the completeness, quality, or accuracy of the data as it existed in the source system, the Company cannot correct or improve data that was already inaccurate or incomplete before Migration;

(d) full technical compatibility between the source system's data structure and the Platform's, meaning some fields, attachments, free-text notes, formatting, or historical entries may not transfer, or may transfer incompletely or in altered form; and

(e) a fixed timeline for completion, which depends on the volume of data involved and the responsiveness of you and, if applicable, the source system's vendor.

Following Migration, you must review and verify the migrated data for completeness and accuracy before relying on it for clinical decisions or the continued care of a patient, consistent with Section G.4. The Company is not liable for any loss, corruption, incompleteness, or inaccuracy of data arising from a Migration, particularly where caused by limitations, errors, or unavailability on the part of the source system or its vendor. Once migrated, data is treated the same as, and becomes subject to these Terms of Use in the same manner as, data you enter directly.

G.6 Representations, Warranties, and Obligations

You represent and warrant that: all the information you provided, including your patients' data and any data submitted for Migration, is true and correct in all material respects; you are duly licensed to practice medicine by the Professional Regulation Commission; you are a member in good standing of the Philippine Medical Association; and you have no pending or decided cases and/or complaints for medical negligence and/or medical offenses.

Qualifications and professional verification. You must be of legal age and legally qualified to practice medicine in the Philippines, and you must hold an active and valid license from the Professional Regulation Commission (PRC), with authority to practice, for as long as you use the Platform. You also represent and warrant that you have never been convicted of an offense involving moral turpitude or of any dishonorable or unprofessional conduct. You agree to tell the Company promptly if your license is suspended, revoked, or lapses, or if any of these statements stops being true. The Company may ask for proof of your license and good standing, may verify it with the PRC or other relevant bodies, and may suspend or remove your account if you cannot show that you remain qualified.

You undertake to: comply with all laws relating to the practice of medicine and the use of the Platform, including the DPA and NPC/DICT standards; use the Platform solely for its intended purpose; uphold and protect the data privacy rights of every patient; ensure you have the right, consent, and authority to collect, process, store, upload, migrate, and delete your patients' data; update and ensure the accuracy of your patients' data, consistent with Section G.4; comply with Company guidelines; not duplicate, modify, decompile, reverse engineer, resell, sublicense, or circumvent security features of the Platform, or permit unauthorized third-party access; keep your password and account credentials confidential and be responsible for all activity on your account; and ensure patient confidentiality, privacy, and data integrity are not compromised at all times.

The Company shall: provide customer and technical support at no additional charge; use commercially reasonable efforts to make the Platform available 24/7, except for planned downtime (with advance notice) or unavailability beyond its reasonable control; prompt you when your mWellMD EMR subscription is about to expire; allow you to retrieve your patient data as described in Section G.8 (Data Retrieval); and maintain reasonable administrative, physical, and technical safeguards for the data in your account. The Company is not obliged to pre-screen, monitor, or filter data you upload, but where unlawful data or processing is discovered, or reasonably suspected, the Company may deny storage, demand compliance, suspend your account, or remove the data.

G.7 Fees and Payment

Billing periods and minimum period. mWellMD EMR is billed per billing period, according to the plan you choose: 1 month, 3 months, 6 months, or 12 months (or such other plans as the Company may adopt), each at its own rate. The number of months you choose is both your minimum period and your billing cycle: you are committed to, and will be charged for, the full billing period you selected, and your subscription renews automatically for the same period.

Your free access during the Trial Period ends after three (3) days, after which you will automatically be subscribed to, and charged for, the mWellMD EMR plan you chose to continue using the Platform. If you subscribe during the Trial Period, your first billing period begins the day after the Trial Period ends; otherwise it begins the day we receive payment. A billing period ends on the last day of the plan you chose (for example, 30 days after payment for a 1-month plan, or 365 days after payment for a 12-month plan).

Automatic charging. Payment methods and auto-renewal follow the General Terms and Conditions, Section 5.1. If you pay by credit or debit card, the fee for your chosen plan will be automatically deducted from the payment gateway or payment method you chose at the start of your first billing period and at the start of each following billing period, unless you cancel before the next billing period begins. GCash and Maya payments are not charged automatically; you must manually pay for each billing period on or before its expiration date. You are expected to renew on time and to keep your payment method valid, funded, and authorized. If payment is not received or fails, your subscription lapses, subject to the Suspension and Cancellation terms below. Your subscription renews for the same billing period as the plan you chose, at the then-prevailing standard rate.

Transition Rate. A Transition User (Section G.3) may be eligible for a special Transition Rate. The Transition Rate applies to the 12-month plan only, and to your initial billing period only. To qualify, you must provide proof of an active subscription with another EMR provider, issued within the last six (6) months, in a form acceptable to the Company. The Company may verify the proof you submit.

No refunds. Consistent with the General Terms and Conditions, Section 5.2, all fees paid for mWellMD EMR are non-refundable, whatever plan you choose. This includes any unused portion of a billing period, and applies whether you cancel, do not renew, or stop using the service, or your account is suspended or terminated by the Company because of your breach. If you cancel or stop using the service before your billing period ends, you will not receive a refund for the remaining period, because the rate for that billing period, including any Transition Rate, was already given to you on that basis. The only exception is where your subscription is terminated by the Company through the Company's own fault and not due to any breach by you, in which case the Company will refund the unused portion of the billing period you have already paid for.

Suspension for non-payment. If payment for a renewal is not received or fails, your mWellMD EMR subscription lapses at the end of the then-current billing period and your access will be suspended within five (5) days of the missed or failed payment. Your access will be reactivated automatically once payment is received and verified. The Company is not liable for any suspension of your access, or for any loss, interruption, or other issue arising from a suspension, a late or failed payment, or non-payment; you are responsible for renewing on time.

Cancellation. You may cancel your mWellMD EMR subscription, or choose not to renew it, at any time. There is no pre-termination fee. Your plan stays active until the end of your current billing period, with no further charges, and then ends. Cancelling does not shorten or refund the billing period you have already paid for (see No refunds above). The Trial Period cannot be cancelled (Section G.3). This paragraph applies to cancellation or non-renewal by you; termination by the Company is governed by Section G.8.

Switching Plans. You may switch to a different mWellMD EMR plan (for example, from a monthly to an annual plan) only after your existing plan has expired. You may choose a different plan before your next billing period begins, and the new plan takes effect once payment for it is received. You cannot switch plans during a billing period you have already paid for, and no credit is given for any unused portion of it.

G.8 Term and Termination

These Terms of Use, as applied to mWellMD, take effect on the date you commence availing of the Platform, and continue unless terminated: by you, when you cancel or do not renew your subscription, consistent with Section G.7; by you, when you delete your mWellMD account; by the Company, where it deems you have committed a material breach not cured within 15 days; or by the Company, for any reason, effective after 30 days' written notice.

On the effective date of termination, the Company will deactivate your mWellMD account and, after the retrieval period described below, permanently delete it and archive any patient data stored in it, in accordance with applicable retention guidelines. All payments due are payable within 15 days of the effective date of termination.

Data Retrieval. Your patient data remains available for download while your account has an active subscription. If your subscription ends, whether by cancellation, non-renewal, or termination, you may regain access to your patient data, including the ability to download it, by renewing or reactivating your account within six (6) months of expiration, after which the data is permanently deleted and can no longer be retrieved.

G.9 AI-Assisted Documentation Feature

The Platform may offer an artificial intelligence-assisted documentation feature (the “AI Feature”) that transcribes consultation audio and/or generates draft clinical notes (e.g., SOAP-format summaries) based on your interaction with a patient. The AI Feature is available to mWellMD EMR subscribers. It is a drafting and productivity aid only, it does not diagnose, prescribe, recommend treatment, or exercise independent medical judgment, and its output does not constitute medical advice.

Any output generated by the AI Feature must be reviewed, edited as necessary, and affirmatively approved by you before it forms part of a patient's official medical record. You remain solely responsible, under the General Terms and Conditions, Section 11 (Indemnity) and Section G.4 (Data Accuracy) of these Terms of Use, and under RA No. 2382 and its implementing rules, for the accuracy and clinical appropriateness of any AI-generated content you approve. Unreviewed AI output shall not be relied upon for treatment decisions.

Data processed through the AI Feature is used to generate output for the specific consultation for which it was submitted. Identifiable data is not used to train, fine-tune, test, or otherwise improve the underlying AI models. Only Anonymized Data and aggregated data, as described in Section G.10, may be used for those purposes. AI-generated notes and summaries you approve form part of the patient record and are subject to the same ownership, access, retention, and deletion terms as the rest of your mWellMD account; no separate Company intellectual property claim attaches to approved content beyond the Platform itself.

G.10 Sharing of Anonymized Data

“Anonymized Data” refers to any data you provide that has been edited to remove personally identifiable information, such that any entity receiving it could not identify the Data Subject it pertains to. Aggregated data means Anonymized Data combined with data from other users so that no individual can be identified.

You expressly grant the Company the right to anonymize and aggregate any information you upload on the mWellMD Platform. Identifiable data is not shared, sold, or licensed under this Section; the rights below apply only to Anonymized Data and aggregated data. You grant the Company a non-exclusive, royalty-free, perpetual, irrevocable right and license to use, publish, create derivative works from, exploit, sell, or otherwise use such Anonymized Data for commercial, research, marketing, or other lawful purposes. You agree to transfer to the Company all right, title, and interest in and to Anonymized Data, and acknowledge you have no right to any proceeds of any sale, license, or other benefit derived from it.

G.11 Directory Listing, Visibility, and Use of the Platform

Display of your professional details. You authorize the Company to display your professional details, clinic schedule, clinic addresses, and consultation rates in the mWell App directory and other Company channels so that patients can find and book you. You are responsible for keeping these details accurate and up to date.

Platform fees. You remain responsible for paying the platform fees under the plan you selected, as set out in Section G.7.

No diversion of patients. You may not use your directory profile, or any patient contact you make through the mWell App, to divert, solicit, or redirect patients to a competing consultation or booking platform. Accounts that appear to have been registered mainly to collect patient leads and move them to other systems may be flagged and removed from the directory, and the Company may suspend or terminate them.

G.12 Data Sharing and Data Privacy Roles

This Section G.12 applies under the Data Privacy Act of 2012 (the “DPA”) and works together with the General Terms and Conditions, Section 14.2.

(a) Your role. You are the personal information controller (“PIC”) for the patient records in your mWellMD account. You own those records and are primarily responsible for their accuracy, completeness, and integrity, for having a lawful basis and any patient consent needed to collect and process them, and for responding to patients who exercise their rights under the DPA.

(b) The Company’s role. The Company is the personal information processor (“PIP”). It provides the software and secure cloud infrastructure for the Platform and processes patient data only on your behalf, in line with your instructions and these Terms of Use, and keeps reasonable security measures in place.

(c) Sharing of data. The Company does not share identifiable patient data with anyone except (i) on your instruction, (ii) with service providers it uses to run the Platform, such as hosting and AI providers, who are bound by written agreements to protect the data and use it only for the Platform, or (iii) where the law requires. Anonymized and aggregated data may be used as described in Section G.10. Identifiable data is never used to train AI models (Section G.9).

(d) Your instructions to the Company. When you request Migration (Section G.5) or use the AI Feature (Section G.9), you instruct the Company to process the related patient data for those purposes.

G.13 Bundled Offerings

mWellMD may also be offered or purchased as part of a bundle with other mWell products or services, for example, together with HealthPal™, HealthID™, HealthHub, or a Corporate Scoreboard plan, typically through an enterprise or partner arrangement. Where you purchase or are granted mWellMD as part of such a bundle, that bundle is governed by its own separate terms and conditions, which apply in addition to, or in place of, the applicable provisions of this Section G, as specified in the bundle's own terms.

‍

This Section H applies to your use of HealthPal™, mWell's health and care organiser.

H.1 About HealthPal™

HealthPal™ is mWell's health and care organiser, built into the mWell App, there is nothing separate to download. It keeps your health information, routines, reminders, and care team in one place. You do not need a diagnosis to use it; if you are managing a serious or chronic condition, it does more, as described in Section H.2.

HealthPal™ is not a hospital, clinic, pharmacy, laboratory, or insurer, and does not replace your care team. Telemedicine consultations you book through HealthPal™ are conducted through the mWell App's telemedicine service (Section A), and the record of that consultation is also added to your HealthID™, also part of the mWell App, consistent with Section I.6.

H.2 Chronic and Serious Condition Care Features

If you are managing a chronic or serious condition, or caring for someone who is, HealthPal™ also helps you: see your conditions, medicines, treatment plan, and what happens next in one place; understand where you are in your care journey (for example, diagnosis, active treatment, remission, or long-term follow-up) and what step comes next; track symptoms, side effects, vitals, and medicine intake over time, and share those logs with your care team; see data from a connected wearable device alongside your other records, as described in Section H.5; share access with family, caregivers, and your care team, on your terms, as described in Section H.7; send a PDF summary of your care journal, care journey, and trends to your doctor, family, or caregivers, as described in Section H.6; manage the care journey of a dependent listed under your HealthID™, and add caregivers to it, as described in Section H.8; handle admin such as appointments, approvals, documents, referrals, and prescriptions; and stay supported through recovery, survivorship, and long-term monitoring, for as long as you choose to use these features.

These features are organisational and educational. They are not a clinical decision-support tool, and no part of HealthPal™ generates a diagnosis, a prognosis, or a personalised treatment recommendation. You can turn chronic care features on or off, and stop sharing your condition information with your circle or care team, at any time, without losing the rest of your HealthPal™ account.

H.3 Medical Disclaimer and No Doctor-Patient Relationship

HealthPal™ does not diagnose, treat, prescribe, or give medical advice. Information and explanations in HealthPal™ are general, for educational purposes only, and are not written for your specific case. Always talk to your doctor or another qualified health professional before making any decision about your care, your medication, or your treatment. HealthPal™ does not make decisions about your care and does not overrule your doctor, if something in the app differs from what your care team tells you, follow your care team and raise the difference with them directly.

Routines and reminders you set up are records of what you have chosen to do, or what you have been told to do by someone else. HealthPal™ does not recommend a medicine, a supplement, a product, or a routine, and a reminder is not advice that something is safe or suitable for you.

Using HealthPal™, including its chronic and serious condition care features, does not create a doctor-patient, hospital-patient, or other clinical relationship between you and mWell. Any care team members you connect with in the app remain independently responsible for your care under their own professional obligations and systems of record. Where you book a telemedicine consultation through HealthPal™, that consultation is conducted through the mWell App's telemedicine service and is governed by the Telemedicine Consultations section, in addition to these terms; the record of that consultation is also added to your HealthID™, consistent with Section I.6.

H.4 In an Emergency

HEALTHPAL™ IS NOT MONITORED IN REAL TIME AND IS NOT AN EMERGENCY SERVICE. No one is watching what you record as you enter it, including symptom logs, side effect reports, or messages to your circle. Do not use HealthPal™ to report an emergency or a medical crisis. If your condition changes suddenly or severely, or you believe you are having a medical emergency, contact your doctor immediately or go to the nearest emergency department.

H.5 Your Records

Your records come from your care team, from documents you add, and from what you and your circle record in the app. Documents you add yourself are uploaded through your HealthID™ (Section I.1) and appear here as part of your organised care record. HealthPal™ organises and shows your records, but your provider's own medical record remains the official one. Anything you record yourself, symptoms, side effects, vitals, notes, is patient-reported information, not a verified clinical measurement, and is shown to your care team as such.

Some results are held in the app until your doctor has discussed them with you; you will always be told a result exists and prompted to see your doctor. Holding a result in the app does not affect your right to your own health information, which you can ask us or your provider for at any time.

If you connect a wearable device or a health app on your phone, HealthPal™ can show the data it receives from that source: heart rate, heart rate variability, resting heart rate, average blood oxygen saturation, and sleep (total sleep, light sleep, deep sleep, and REM sleep). This data is measured by your device, not by mWell or your care team. It is not a medical-grade measurement and may be incomplete, delayed, or inaccurate, depending on your device, how you wear it, its software, and your sync settings. HealthPal™ shows this data as it is received and does not interpret it or use it to assess your condition. Wearable data is patient-reported information under this Section, is not monitored in real time, and is not shared with your circle or care team unless you choose to share it.

Your wearable device, and any app that sends its data to HealthPal™, is provided by a third party under its own terms and privacy policy, and we are not responsible for how it collects or measures data. You can disconnect it at any time. Disconnecting stops new data from coming in; data already received stays in your records unless you delete it.

H.6 Exporting Your Care Journal

HealthPal™ lets you export your care journal, including your symptom logs, medication logs, vitals logs, your care journey, trends in what you have recorded, and other personal information recorded in your account, into a PDF file that you can save, print, or share outside the app, for example with a new doctor or specialist or with family and caregivers.

The exported PDF is a snapshot of your care journal at the time you generate it; it does not update automatically, and you will need to export a fresh copy to reflect anything you record afterward. Like the rest of your self-recorded information, the exported entries remain patient-reported information, not a verified clinical measurement, consistent with Section H.5. Trends in the PDF show how your recorded information has changed over time; they do not interpret your information, assess your condition, or give medical advice.

Once you export or download your care journal, it is no longer protected by HealthPal™'s own security controls, and you are responsible for how you store, share, or dispose of it. Because the PDF contains sensitive personal information, including health data protected under the Data Privacy Act, keep it somewhere secure, and only share it with people or institutions you trust with that information. mWell is not responsible for what happens to your care journal PDF once it has been exported from the app. We cannot recall or delete a PDF you have shared, and removing someone's access in HealthPal™ does not affect a PDF you have already sent them.

H.7 Sharing Access With Other People

You decide who can see your information and what they can do with it, view only, also record information, or also act on your behalf. Everyone you give access to has their own account; no one logs in as you. You can see who has access, change it, or remove it at any time, and every access and action is recorded so you can see who did what.

Someone acting on your behalf can handle admin and logistics for you, but cannot make medical decisions or consent to treatment for you. Where a patient cannot give consent themselves, we ask for proof of legal authority (such as a guardianship order or medical power of attorney) before granting that level of access. Support you use for your own wellbeing stays private and is not shared with your circle unless you choose to share it.

You can share the symptoms, side effects, vitals, and medicine intake you log with care team members you choose. Shared logs are patient-reported information and are labelled as such. Sharing a log does not mean anyone will review it, or review it by a certain time; your care team decides whether and when to look at it under their own practices. If you need your care team to act on something, contact them directly, and in an emergency follow Section H.4. You can stop sharing at any time. This stops future sharing but does not remove what your care team has already received or added to their own records.

H.8 Managing Care for a Dependent

If someone is listed as your dependent under your HealthID™, you can manage their care journey in HealthPal™, for example a parent managing care for a newborn. You may do this only if you are the dependent's parent or legal guardian, or the dependent has given you permission. For a dependent who is a minor, you confirm that you are their parent or legal guardian. For an adult dependent who cannot give consent themselves, Section H.7 applies, and we ask for proof of legal authority before granting this access. An adult dependent who can give consent can see, change, or remove your access at any time.

When you manage a dependent's care journey, you can use HealthPal™ for them in the same way you use it for yourself, and these Terms apply to your use of their records. You are responsible for the accuracy of what you record for them and for the actions you take for them in the app. HealthPal™ does not record or process consent to treatment; decisions about the dependent's treatment are made between you, the dependent where appropriate, and their care team.

You can add a caregiver to your dependent's care journey and choose what they can do, as described in Section H.7. You cannot give a caregiver more access than you have, and a caregiver you add cannot add other people. You can change or remove a caregiver's access at any time, and every access and action is recorded.

When a dependent who is a minor turns 18, they can take over their own care journey in HealthPal™, and your access, and the access of any caregiver you added, continues only if they allow it.

H.9 Services Arranged Through HealthPal™

HealthPal™ can help you find and arrange services, including appointments, approvals, prescriptions, caregivers, and financial assistance. A request in the app is not confirmed until the provider or organisation confirms it; we will tell you when it is. Where a service is delivered by someone else, your agreement is with them, they are responsible for the service they give, and their cancellation, refund, and eligibility rules apply, shown to you before you confirm. Where we check or verify a listed provider or caregiver, that check is made at a point in time and is not a guarantee of their ongoing qualifications, conduct, or the outcome of any service they provide.

H.10 Reminders and Follow-up

HealthPal™ sends reminders and follow-ups about your care, and, if you use the chronic care features, can continue to do so through treatment, recovery, and long-term monitoring. You can adjust how much support you get and turn reminders off; care-related messages are separate from marketing, and you can stop marketing without losing care follow-ups. Reminders are a help, not a substitute for keeping track of your own appointments and treatment schedule, delivery depends on your device, network, and settings, and we do not guarantee a reminder will reach you or reach you on time.

H.11 Fees and Subscriptions

Core features of HealthPal™, basic routines, reminders, and record-keeping, are available at no cost. Some features, including elements of the chronic and serious condition care tools, priority support, or services arranged through partners, may be offered as Paid Features. Where a Paid Feature is a subscription, it renews consistent with the General Terms and Conditions, Section 5.1 (card auto-renewal; GCash/Maya manual renewal); you can cancel at any time, which stops future renewals but does not refund amounts already charged, consistent with the General Terms and Conditions, Section 5.2. If you subscribe through an app store, that purchase, billing, and any refund is handled by the app store under its own terms, and mWell is not a party to that transaction.

H.12 Availability on konsultaMD

HealthPal™ is also made available within the konsultaMD app. Your use of HealthPal™ through konsultaMD is governed by these same Terms of Use, regardless of which app you access it from.

‍

This Section I applies to your registration, activation, and use of your mWell HealthID™, whether directly through the mWell app or through the konsultaMD app, as described in Section I.7.

I.1 Purpose of HealthID™

mWell HealthID™ is your digital health identity and health record repository, and it is the one place where you upload and store your health documents across mWell, HealthPal™ (Section H.5) and other Services show and organize those documents, but HealthID™ is where they are actually held. It lets you: access and manage your personal health information, including medical records, laboratory results, prescriptions, and PhilHealth data; present a secure QR code for identification in clinics, hospitals, and partner facilities; share relevant health information with authorized healthcare providers, government agencies, and partner organizations, subject to your consent; and upload your existing medical records to receive AI-generated health insights about them, as described in Section I.2.

I.2 AI Health Insights

AI Insights draws on more than just the documents you manually upload. It can read and analyze: (a) medical records, laboratory results, imaging reports, prescriptions, and similar documents you upload yourself (“Uploaded Records”); (b) health and consultation data already in your HealthID™ because it was pulled from another mWell service, for example, your consultation records under Section I.6, or your wellness data under Section E; and (c) where you have connected a third-party app or platform to your HealthID™ or the konsultaMD app (including through a web-view integration), the health data that connection provides. AI Insights Output is analytics generated from this existing data, it does not independently verify, generate, or add to your underlying health data; it only summarizes, explains, and finds patterns in what is already there.

AI Insights Output is generated by an automated system and is provided for informational and organisational purposes only. It is not a medical diagnosis, a treatment recommendation, or medical advice, and does not replace review of your Uploaded Records by a licensed physician or other qualified health professional. Do not make a decision about your medication, your treatment, or your care based solely on AI Insights Output, always confirm anything important with your doctor or care team.

Unless we tell you otherwise for a specific insight, AI Insights Output is generated automatically and is not individually reviewed by a licensed medical professional before it is shown to you; where a feature is reviewed or validated by a clinician before release, we will label it as such. AI systems can misread, omit, mischaracterise, or misinterpret information, particularly in handwritten, poorly scanned, or incomplete documents, and AI Insights Output reflects only what is in the underlying data described above. You are responsible for reviewing AI Insights Output against your original records and for verifying anything material with your care team before relying on it.

You may only upload records that are your own, that belong to a Dependent you manage under Section I.3, or that you otherwise have the legal right and authorization to upload on someone else's behalf.

Generating AI Insights Output may involve sending the underlying data to a third-party AI model provider acting as our processor under a written agreement that requires them to protect your information and prohibits them from using it to train their own models or for any purpose other than providing the Service to us. We do not use your identifiable data or AI Insights Output to train underlying AI models; where we use de-identified or aggregated data to improve the Service, you may opt out in the app's privacy settings. You can delete an Uploaded Record and its associated AI Insights Output at any time; doing so does not affect the original document held by your provider.

I.3 Minors and Dependent Profiles

You must be at least 18 years old to register for and hold your own HealthID™ account. HealthID™ accounts are not made available directly to minors (anyone under 18), a minor cannot register their own account, log in on their own, or hold their own credentials.

A parent or legal guardian who holds a HealthID™ account can add their minor child as a “Dependent” under that account, letting them create and maintain the Dependent's health profile, upload the Dependent's records, view AI Insights Output for the Dependent, manage the Dependent's appointments and admin, and control who else can see or manage the Dependent's information. The Dependent does not have a separate login; their information is accessed and managed entirely through the parent's or guardian's own account.

By adding a Dependent, you confirm you are the Dependent's parent or legal guardian, or otherwise hold legal authority to make health-information decisions on their behalf, and you are responsible for the accuracy of the information you provide about the Dependent and for any decision you make for the Dependent based on HealthID™, including AI Insights Output, which does not replace your child's pediatrician or care team.

Where a child has more than one parent or legal guardian, each may hold their own HealthID™ account and access to the Dependent's profile, consistent with their legal authority; every action on a Dependent's profile is logged so it is clear which account performed it, and where guardians disagree about access, we may ask for documentation of legal authority before making a change.

When a Dependent reaches the age of majority, their health information does not automatically stay under their parent's or guardian's account, we will prompt the former Dependent to create their own HealthID™ account and take over management of their own records, and the former guardian's continued access requires the now-adult individual's own consent, given directly through HealthID™, the same as for anyone else they choose to give access to.

I.4 Data Privacy for HealthID™

By using HealthID™, you expressly consent to the collection, storage, processing, and sharing of your health information, including Uploaded Records and AI Insights Output, in accordance with these Terms of Use and the DPA. With your explicit consent, mWell may share your information with: healthcare providers, for treatment, diagnosis, or continuity of care; government agencies, for public health programs, universal healthcare, and regulatory compliance; private partners, such as laboratories, pharmacies, and insurance providers, to deliver healthcare services, benefits, or entitlements; and the konsultaMD app, if you access HealthID™ through it, so the service can be delivered to you, as described in Section I.7.

Shared data will only be used for legitimate healthcare, insurance, or government service purposes, and never for marketing without your separate consent. You may withdraw consent for data sharing at any time through the HealthID™ app settings, though withdrawal may limit the services available to you, including AI Insights.

I.5 Secure Channel and OTP Verification

HealthID™ is a secure channel. Your health information is encrypted in transit and at rest, and access to your HealthID™ is protected by your login credentials and additional security features described below.

Before your health information is shared with a healthcare provider, government agency, partner organization, or any other third party under Section I.4, we require a one-time password (OTP) sent to your registered mobile number or e-mail to confirm it is really you authorizing the disclosure. Sharing does not proceed until the OTP is entered correctly. This applies to sharing you initiate yourself (for example, presenting your HealthID™ QR code) as well as sharing requested by a provider or partner with your consent.

You are responsible for keeping your HealthID™ passcode, MPIN, OTP, and any other login or verification credential confidential, and for all activity carried out under your account using them. Do not share your passcode, MPIN, or OTP with anyone, including someone claiming to act on mWell's behalf, mWell will never ask you for your OTP or passcode outside the app's own verification screen. If you believe your passcode, MPIN, or OTP has been compromised, or that someone has gained unauthorized access to your HealthID™, you must notify us immediately at support@mwell.com.ph; the Company is not responsible for any disclosure of your health information resulting from your failure to keep these credentials secure.

I.6 Consultation Records From mWell Services

Records of any telemedicine or other consultation you complete using the mWell app or any other mWell system, including consultations under the Telemedicine Consultations section, Section B (Doctors, Psychologists, and Mental Health Coaches), and Section G (mWellMD), are also stored in your HealthID™, alongside the records you upload yourself, so that your consultation history stays with the rest of your health record in one place. These consultation records are handled under the same data privacy, security, and OTP-sharing provisions as the rest of your HealthID™.

I.7 Availability on KonsultaMD

HealthID™, including AI Insights, is also made available within the konsultaMD app. Your use of HealthID™ through konsultaMD is governed by these same Terms of Use, regardless of which app you access it from.

If you use konsultaMD, your konsultaMD records are synced to your HealthID™ so that your health information stays in one place. These records include your consultation records, prescriptions, laboratory requests and results, and any documents you or your doctor add in konsultaMD. They appear in your HealthID™ alongside the records you upload yourself, and they are handled under the same data privacy, security, and OTP-sharing provisions as the rest of your HealthID™ (Sections I.4 and I.5).

Syncing is limited to the records of the account you use in konsultaMD. Your HealthID™ is matched to that account through your registered mobile number or e-mail, birthday and you are responsible for making sure that the details you provide are accurate and belong to you. Synced records from konsultaMD can also be read and analyzed by AI Insights (Section I.2), subject to the same limits and safeguards.

Syncing does not change the official medical record, which remains with the provider who created it. Synced records may appear after a delay, or may be incomplete, if the connection between the apps is interrupted or a source record is not in a compatible format. We do not guarantee that every konsultaMD record will be synced or that it will be synced in real time. Please raise any missing or incorrect record with the provider who issued it.

Records held in konsultaMD itself remain subject to konsultaMD’s own retention rules and are not deleted by your deletion of the synced copy. If you delete your HealthID™ or your konsultaMD account, the other is not automatically deleted unless we tell you so.

‍

This Section J applies to your use of mWell HealthHub™, whether through the mWell app or its web-based version (together, the “Platform”). It sets out what is different about HealthHub™; the General Terms and Conditions above, including eligibility (Section 3), intellectual property (Section 8), disclaimers (Section 9), limitation of liability (Section 10), indemnity (Section 11), and dispute resolution (Section 18), continue to apply to your use of HealthHub™ in full.

J.1 About mWell HealthHub™

mWell HealthHub™ lets you search for, discover, and book appointments with independent health and wellness businesses and practitioners who list their services on the Platform (each, a “Provider”), including clinics, spas, dental and skin clinics, and similar health and wellness service providers. It is available through the mWell App and its web-based version; it is not available through mWellMD, which is a separate platform built for doctors to manage patient records.

MWELL HEALTHHUB™ HELPS YOU FIND AND BOOK A HEALTH OR WELLNESS SERVICE. IT DOES NOT PROVIDE MEDICAL ADVICE, DOES NOT DIAGNOSE OR TREAT ANY CONDITION, AND DOES NOT RECOMMEND ANY PROVIDER OR SERVICE AS CLINICALLY APPROPRIATE FOR YOU. LISTINGS, DESCRIPTIONS, SEARCH RESULTS, AND THE ORDER IN WHICH PROVIDERS APPEAR ARE NOT A CLINICAL RECOMMENDATION. IF YOU ARE EXPERIENCING A MEDICAL EMERGENCY, DO NOT USE MWELL HEALTHHUB™. CALL YOUR LOCAL EMERGENCY NUMBER OR GO TO THE NEAREST EMERGENCY DEPARTMENT.

Providers who list their services on mWell HealthHub™ are bound by their own separate agreement with the Company (the mWell HealthHub™ Subscription Agreement). These Terms of Use are between the Company and you, the person booking a service, they do not apply to Providers.

Using the Service only connects you with a Provider, or lets you view information about a Provider's services, the Company is not responsible for the acts or omissions of any Provider, or for the accuracy of information about their services. The Provider is solely responsible for the health or wellness service they deliver, is not an agent, employee, or staff member of the Company, and any service delivered by a Provider is not deemed to be provided by the Company. The Company acts only as a facilitator connecting you with Providers and is not a party to the transaction between you and your chosen Provider, consistent with Section 15 (Relationship of the Parties).

mWell HealthHub™ is a booking platform only. Providers set the terms of what they offer, including packages and their validity, unused items or sessions, and visits at your home or another address you provide. These are governed by your provider's own terms and policies, and any question or concern about them should be raised with your provider.

J.2 How mWell HealthHub™ Works

Through the Service, you can search and filter Providers by location, provider type, or the specific service you need; view a Provider's profile and the services they offer; select the services you want; choose an available date and time; and review and confirm your booking.

J.3 Booking Your Appointment

Booking through the Service means you are booking a service from a Provider, not from the Company. Scheduling information and time slots are set by the Provider, who has full control over their own services, pricing, and scheduling, and may reschedule or cancel an appointment consistent with Section J.5.

You are responsible for providing accurate and complete information at the time of booking. The information you provide is shared with the Provider you book with, so they can identify you and deliver the service you requested, and with the Company as needed to operate the Service, consistent with Section 14.2(c). Beyond that, we do not sell or disclose your information to other third parties, except as required by law or as set out in the Privacy Policy.

Documents uploaded to a booking by you or your Provider are visible to you and to the Provider concerned, and are held in your HealthID™ under Section I. The Company does not create, verify, or correct the clinical content of a document uploaded by a Provider; raise any inaccuracy with the Provider who issued it, consistent with Section 14.3(c). Any summary, explanation, or other output generated automatically from information in mWell HealthHub™ is provided for information only, is not a medical diagnosis, treatment recommendation, or medical advice, and is subject to the same limitations as AI Insights Output under Section I.2.

Appointments made using the Service are intended for your own use, and may be booked by you for yourself or for a dependent, or booked for you by a Provider, healthcare practitioner, or other party acting on your instruction or with your agreement, whether through the Application or through another system connected to it. However it is made, these Terms of Use apply to the booking, you are notified of it in the same way, and you may cancel it. Where a booking is made for you and you do not yet have a mWell HealthHub™ profile, one is created under your mWell account so the appointment can be recorded. A booking made for you may be cancelled and replaced rather than amended. Once your booking is accepted by the Provider, you will receive a confirmation (for example, by email, SMS, or call). If your booking is rescheduled or cancelled, you will similarly be notified by the Provider or the Company.

J.4 Prices, Availability, and Payment

Prices and availability of services shown on the Platform are provided by the Provider. The Company does not guarantee the availability of any service, and availability may change over time and at any time. Price and availability information is accurate as of when the Provider publishes it, but may change at any time without notice; the Company will update listed information as soon as reasonably possible after being notified by the Provider. The Company reserves the right to modify, add, or remove services listed on the Platform without notice.

The ways you can pay, and any amount payable, are shown to you before you confirm. Where a Provider has enabled payment through the Application, the Company collects that payment as your Provider's collecting agent and remits it to the Provider; the Company is not the seller of the service and is not a party to the contract between you and your Provider, consistent with Section J.1 and Section 15. Your Provider issues the official receipt for the service. Where payment through the Application is not offered or not selected, you pay your Provider directly, using whatever payment methods your Provider accepts. Any amount the Company charges for the use of mWell HealthHub™ is included in the price shown to you unless we tell you otherwise at checkout. Where a service is listed without a fixed price, the price shown is the Provider's estimate and the total may differ.

Sponsored bookings. Where a third party, for example a Corporate Partner under Section 7.2, arranges or pays for a service you book, your eligibility and the services and amounts covered are determined by that third party and the Provider, not by the Company. You or your Provider may be asked to provide a document issued by that third party before the booking is confirmed; by providing it you confirm you are authorised to do so and that it is genuine, and you agree it may be used to verify your eligibility and to bill that third party. The Company shares with that third party only what is needed to confirm your eligibility and settle payment. Your clinical results are shared with them only with your separate consent, or where required by law. Any dispute about your eligibility or coverage is between you and that third party.

J.5 Rescheduling, Cancellation, and Refunds

The rules below are mWell HealthHub™'s default rescheduling, cancellation, and refund rules for bookings made through the Service. A Provider may have its own additional or different policy for the specific services they offer; where a Provider has told you about a different policy at the time of booking, that Provider's policy governs over the default rules below for that booking.

(a) Reschedule and Cancellation. You may reschedule or cancel your appointment at least twenty-four (24) hours before the scheduled time without incurring a cancellation fee. If you reschedule or cancel less than twenty-four (24) hours before your scheduled appointment, you may be charged a fee. Failure to attend an appointment without cancelling or rescheduling in accordance with these Terms of Use may subject you to a no-show fee. If you, or the person for whom you booked the appointment, are not present within your chosen time slot, the Provider will wait fifteen (15) minutes, after which the Provider may cancel the appointment. Where a cancellation, rescheduling, or no-show fee applies and you paid through the Application, the fee is deducted from the amount refunded to you.

(b) Refunds. Where you paid your Provider directly, any refund is arranged with your Provider; the Company does not hold your payment and cannot process it for you. Where you paid through the Application, any refund due to you under this Section J.5 or under your Provider's own policy is returned to the payment method you used, within the timeframes and through the channels in Section 5.2. Any amount disclosed to you as non-refundable before you paid is not returned.

(c) Cancellation or Rescheduling by Providers. A Provider may cancel or reschedule an appointment for appropriate reasons, such as a scheduling conflict with other patients or an urgent matter at their facility. mWell HealthHub™ customer support or the Provider will contact you to inform you of the change.

J.6 Text Message and Notification Consent

By using the Service, you agree to receive transactional messages related to your bookings, for example, confirmations, reminders, and changes, by SMS, email, or phone call from the Company or your Provider. These messages are necessary to the Service and cannot be turned off while you have an active booking.

The Company or a Provider may also send you promotional messages, such as offers and alerts, only if you separately opt in to receive them, consistent with Section 4.2 (Marketing Communications). You can withdraw this consent at any time in your app settings, or by following the opt-out instructions included in the message.

J.7 Providers Are Independent

Providers who list their services on mWell HealthHub™ are independent businesses and practitioners; they are not agents, employees, or staff of the Company, and nothing in these Terms of Use creates a partnership, joint venture, or employment relationship between the Company and any Provider, consistent with Section 15 (Relationship of the Parties). The Company's infrastructure and service partners are separate from, and should not be confused with, Providers.

J.8 Complaints

If you have a complaint about your Service experience or a booking, please e-mail support@mwell.com.ph. The Company will work with the relevant Provider to resolve your complaint as quickly as possible.

‍