These Terms and Conditions (“Terms”) govern the use of the telemedicine service (“Service”) provided by FirstMed Centers S.r.l., with registered office at Via Morgagni 30/H, 00161 Rome, Italy, VAT No. IT 14887751007 (“FirstMed”, “we”, “us”, or “our”).
By booking, paying for, or attending a telemedicine appointment with FirstMed, the user (“Patient”, “you”, or “your”) confirms that they have read, understood, and accepted these Terms and that they have received all mandatory pre-contractual information pursuant to Legislative Decree No. 206/2005 (the “Consumer Code”).
- Pre-Contractual Information and Conclusion of the Contract
1.1. Pursuant to Articles 49 et seq. of the Consumer Code, FirstMed provides the Patient with all mandatory information regarding the Service, including its main features, price, method of delivery, limitations, and the consumer’s rights.
1.2. The contract is deemed concluded once FirstMed receives confirmation of successful payment and sends the Patient an appointment confirmation email.
1.3. A copy of these Terms will be provided to the Patient on a durable medium (email) within a reasonable time after the conclusion of the contract and, in any event, prior to the beginning of the Service.
1.4. The Patient declares that they are of legal age and legally capable of entering into a contract. Telemedicine services for minors require the presence and explicit consent of a parent or legal guardian.
- Scope and Limitations of the Service
2.1. The Service consists of remote medical consultations, provided through videoconferencing systems, for the evaluation of non-urgent clinical conditions that do not require an in-person physical examination.
2.2. The Service is delivered in accordance with the Italian National Telemedicine Guidelines and does not replace an in-person medical visit, which remains the reference standard whenever deemed necessary by the physician or required by the clinical context.
2.3. Each consultation is dedicated to a single primary clinical concern. The patient must select the correct specialty and concern on the registration form. Purchasing a consultation to address a concern not explicitly listed in the menu of options may result in a cancellation of the appointment without a refund.
2.4. The physician reserves the right to interrupt or refuse the teleconsultation at any time if, at their sole professional discretion, any of the following circumstances arise:
- a) remote assessment is not clinically adequate or safe;
- b) audio/video quality is insufficient to ensure proper communication;
- c) clinical conditions emerge that require urgent or emergency care;
- d) the Patient behaves inappropriately, offensively, or uncooperatively.
- e) the Patient addresses a concern that is not related to the consultation they purchased.
2.5. Following the consultation, the physician may recommend an in-person visit, emergency care, diagnostic testing, or referral to a specialist.
- Emergencies and Excluded Conditions
3.1. The Service is not intended for the management of medical emergencies or potentially life-threatening conditions. If the Patient experiences severe symptoms such as, including but not limited to, chest pain, breathing difficulties, altered consciousness, significant bleeding, seizures, suspected stroke, major trauma, or suicidal or homicidal ideation, they must immediately call the emergency number 112 or go to the nearest Emergency Department.
3.2. The following conditions, among others, are excluded from telemedicine treatment: uncontrolled severe hypertension, decompensated diabetes, suspected fractures, oncological conditions under diagnostic or active therapeutic management, and major psychiatric disorders with psychotic symptoms or suicide risk.
3.3. The Patient acknowledges and accepts that telemedicine has intrinsic limitations compared with an in-person medical examination, particularly regarding the impossibility of performing a full physical assessment.
3.4 The Service does not provide the issuance of medical certificates or consultations for medical certificates.
- Booking, Cancellations, and Communications
4.1. After completing the booking form and payment, the Patient will receive an email, typically within 1 business day, except for major holidays, containing the appointment date, time, and the access link to the teleconsultation.
4.2. Requests to reschedule must be submitted to FirstMed at least 24 hours prior to the scheduled appointment time.
4.3. If the Patient cancels with less than 24 hours’ notice or fails to attend the appointment (“no-show”), the cost of the Service will not be refunded. Rescheduling requested with less than 24 hours’ notice may incur a penalty of 50% of the Service fee.
4.4. The Patient consents to receiving all communications, including medical documentation, via the email address provided during booking.
4.5. It is the Patient’s exclusive responsibility to ensure the accuracy of their email address, to verify receipt of communications, and to possess the necessary technology to access the teleconsultation link.
- Fees, Payment, and Refunds
5.1. The Service is provided on a private, self-pay basis. Insurance coverage is not accepted unless otherwise expressly agreed in writing with FirstMed.
5.2. Payment must be made in advance using the methods indicated on the website. The appointment is confirmed only upon successful completion of the transaction.
5.3. The Patient is not entitled to a refund of the Service fee in the following cases:
- a) failure to attend the appointment or cancellation with less than 24 hours’ notice;
- b) requests for prescriptions that the physician deems clinically inappropriate or non-permissible via telemedicine under applicable law;
- c) termination of the consultation due to the physician’s clinical decision to direct the Patient to an in-person visit or emergency service;
- d) inability to conduct the teleconsultation due to technical issues (e.g., poor audio/video quality) attributable to the Patient’s devices or internet connection.
- e) purchase of a consultation to address a concern not explicitly listed in the menu of options
- f) purchase of a consultation to request a medical certificate
5.4. The fees include the medical professional service for the specific teleconsultation. Additional costs for prescriptions, certificates, additional documentation, or follow-up consultations are not included unless expressly indicated.
- Right of Withdrawal
6.1. Pursuant to Article 59, paragraph 1, letter n) of the Consumer Code, the right of withdrawal does not apply to contracts for the provision of healthcare services.
6.2. The Patient therefore acknowledges and accepts that, once the contract has been concluded, they cannot exercise the right of withdrawal—even if the Service has not yet been provided.
- Prescriptions and Limitations
7.1. Physicians affiliated with FirstMed may issue prescriptions only when clinically appropriate and necessary, in full compliance with applicable Italian law, including requirements regarding electronic prescribing, medication traceability, and pharmacovigilance.
7.2. Issuance of a prescription is not guaranteed and is solely at the physician’s professional discretion.
7.3. For renewal of ongoing chronic therapies, the physician may require the Patient to provide prior prescriptions or relevant medical documentation.
- Patient Obligations
8.1. The Patient must provide true, accurate, and complete medical information. They acknowledge that the accuracy of the medical assessment depends on the completeness and truthfulness of the information provided.
8.2. The Patient agrees to:
- a) have a stable internet connection and devices equipped with a functioning camera and microphone;
- b) be in a private, quiet, and appropriately lit environment during the teleconsultation, in order to safeguard their privacy and ensure effective communication;
- c) refrain from recording the session in any form without the prior written consent of both FirstMed and the physician;
- d) present a valid identity document upon request for identification purposes.
- Informed Consent and Medical Documentation
9.1. By accepting these Terms and attending the teleconsultation, the Patient gives informed consent to the provision of healthcare services via telemedicine, acknowledging the benefits, risks, and intrinsic limitations of this modality.
9.2. FirstMed ensures the preparation and lawful retention of clinical documentation relating to the Service in accordance with applicable healthcare record-keeping regulations.
9.3. In accordance with current legislation and Regulation (EU) 2016/679 (GDPR), the Patient may request a copy of their medical records at any time. This right includes access to all personal data contained in their medical file, such as diagnoses, test results, and medical opinions. Requests must be submitted in writing using the contact details provided in Article 18. Documentation will be provided in a structured, commonly used, and machine-readable format. The first copy is free of charge; reasonable fees may apply for subsequent copies, within legal limits.
- Personal Data Protection
10.1. FirstMed processes the Patient’s personal and health data in full compliance with Regulation (EU) 2016/679 (GDPR), Legislative Decree No. 196/2003 (Privacy Code), and the guidelines and decisions issued by the Italian Data Protection Authority.
10.2. Health data are processed exclusively for diagnostic and therapeutic purposes, based on the Patient’s consent or another applicable legal basis. Further details are provided in FirstMed’s full Privacy Policy available on the website.
- Liability
11.1. FirstMed is liable for fulfilling its contractual obligations pursuant to Article 1218 of the Italian Civil Code. Under Article 1228 of the Civil Code, FirstMed is also liable for the acts of physicians and personnel involved in providing the Service, even if they are not employees, as the healthcare provider is responsible for the intentional or negligent acts of its auxiliaries.
11.2. FirstMed shall not be liable for damages arising from:
- a) inaccurate, incomplete, or untruthful medical information provided by the Patient;
- b) misuse of the Service by the Patient or violation of these Terms;
- c) malfunctions or technological failures attributable to the Patient’s internet connection or devices.
11.3. FirstMed shall not be liable for interruptions or service failures caused by force majeure, unforeseen events, or any circumstance beyond its reasonable control.
11.4. No information provided during the teleconsultation may be interpreted as a substitute for emergency care or an in-person medical examination when needed.
- Interoperability and Third-Party Services
12.1. The Service may rely on or interface with platforms, software, or services provided by third parties (e.g., payment systems or videoconferencing tools).
12.2. FirstMed is not responsible for the operation, security, or availability of third-party services, nor for the content or policies adopted by such providers. Use of such services is governed by the third parties’ own terms and conditions.
12.3. FirstMed disclaims all liability for damages – direct or indirect – arising from malfunctions or security breaches attributable to third-party services.
- Intellectual Property
13.1. The name “FirstMed”, its logo, trademarks, text, graphics, and any other content on the website firsttelemed.it/ or on the platform used for the Service are the exclusive property of FirstMed Centers S.r.l. and are protected under Italian and international intellectual property laws.
13.2. The Patient and third parties are strictly prohibited from copying, reproducing, modifying, distributing, or otherwise using such materials without FirstMed’s prior written authorization.
- Ethical Principles and Conduct
14.1. The Patient agrees to behave respectfully, courteously, and appropriately toward FirstMed’s medical and administrative staff, in accordance with the principles of good faith and fair cooperation.
14.2. FirstMed operates in compliance with strict ethical and legal standards. The Patient acknowledges that FirstMed may adopt an Organisation, Management and Control Model pursuant to Legislative Decree No. 231/2001 and specific codes of conduct. The Patient agrees to comply with such principles and procedures where applicable.
- Changes to the Service and to the Contractual Terms
15.1. FirstMed reserves the right to modify, suspend, or discontinue any aspect of the Service, including technological platform features, for technical, security, or regulatory reasons.
15.2. FirstMed may also amend these Terms in accordance with Article 135-vicies semel of the Consumer Code. Any change will be communicated to the Patient via email on a durable medium with at least 30 days’ notice.
15.3. If the amendments negatively affect the Patient’s use of the Service, the Patient may terminate the contract without penalties by notifying FirstMed in writing before the effective date of the amendments. Failure to exercise this right within the deadline constitutes acceptance of the new conditions. Amendments will not affect Services already booked and paid for prior to the effective date.
- Governing Law and Jurisdiction
16.1. These Terms and the contractual relationship between the parties are governed exclusively by Italian law.
16.2. For any dispute relating to the interpretation, validity, or performance of these Terms, where the Patient qualifies as a consumer, the competent court shall be the court of the Patient’s place of residence or domicile, pursuant to Article 66-bis of the Consumer Code.
- Severability
17.1. If any provision of these Terms is found to be invalid or unenforceable, this shall not affect the validity or enforceability of the remaining provisions, which shall continue in full force and effect.
- Contact Information
FirstMed Centers S.r.l.
Via Morgagni 30/H, 00161 Rome, Italy
Email: administration@firstmedcenters.it
Phone: (+39) 06 40 06 14 02
Website: firsttelemed.it/
Specific Approval of Clauses
Pursuant to Articles 1341 and 1342 of the Italian Civil Code and Articles 33 et seq. of the Consumer Code, the Patient expressly declares to have carefully read and specifically approved the following clauses:
- Art. 2 (Scope and Limitations of the Service)
- Art. 4 (Booking, Cancellations, Communications)
- Art. 5 (Fees, Payment, and Refunds)
- Art. 6 (Right of Withdrawal)
- Art. 7 (Prescriptions and Limitations)
- Art. 11 (Liability)
- Art. 12 (Interoperability and Third-Party Services)
- Art. 15 (Changes to the Service and Terms)
- Art. 16 (Governing Law and Jurisdiction)