GetClinic Consumer Complaints & Dispute Process

Where to send your issue

1. Purpose and Scope

This Consumer Complaints & Dispute Process (the “Process”) applies to Patients and other consumers using the GetClinic websites, mobile applications, patient portal, marketplace, booking functionality, messaging tools, consultation technology and payment interfaces.

GetClinic, Inc. (“GetClinic,” “we,” “us,” or “our”) operates a technology marketplace. Independent Clinics provide healthcare. This Process explains how GetClinic handles complaints about the GetClinic Services and how we help route complaints that concern a Clinic or another service provider.

This Process should be read together with the Patient Marketplace Terms of Service, Booking & Deposit Terms, Refund & Cancellation Policy, Patient Privacy Policy, Consumer Health Data Privacy Policy, Health Data Privacy & Sharing Notice, and DSA / Content Moderation & Illegal Content Reporting Policy, where applicable.

If another document establishes a legally required or more specific process for a particular issue, that specific process controls for that issue, subject to mandatory law.

2. What Counts as a Consumer Complaint

A consumer complaint is an expression of dissatisfaction about GetClinic Services, a Booking or marketplace transaction, or a Clinic-related issue that you ask GetClinic to review or help resolve.

Examples include concerns about:

• account access or marketplace functionality;
• Clinic listing information or marketplace communications;
• Booking status or confirmation;
• Clinic Booking Deposits, Clinic Charges, refunds or payment records;
• a Clinic not honoring marketplace commercial terms;
• customer support or accessibility;
• fraud, impersonation or suspicious payment instructions;
• another GetClinic operational issue.

A complaint is not automatically a formal legal Notice of Dispute under Section 81 of the Patient Marketplace Terms of Service. Section 17 below explains the difference.

3. Complaints That Use a Different Process

Some issues have specialized procedures because different legal duties apply:

Medical care and clinical outcomes: contact the selected Clinic. GetClinic may facilitate communication or take marketplace action, but does not diagnose, determine malpractice, or adjudicate professional negligence.

Privacy and health-data requests: use [email protected] and the procedures in the Patient Privacy Policy and Consumer Health Data Privacy Policy.

Illegal-content reports, content moderation, or DSA appeals: use [email protected] and the DSA / Content Moderation & Illegal Content Reporting Policy.

Card or bank disputes: your rights through your card issuer, bank, payment service provider, card network, or applicable law remain available.

Medical emergencies: do not use this complaint process. Contact local emergency services or an appropriate healthcare provider immediately.

4. How to Submit a Complaint

You may submit a complaint through available in-product support or by email to the contact shown in the routing table above. There is no fee to submit a complaint to GetClinic.

To help us investigate efficiently, include where available:

• your name and GetClinic account email or identifier;
• Booking or transaction reference;
• the Clinic involved, if any;
• a clear description of what happened;
• relevant dates;
• the outcome you are requesting;
• supporting records, screenshots, receipts, or communications that are reasonably relevant.

Do not send unnecessary medical information, complete payment-card numbers, passwords, or other information that is not reasonably needed for the complaint. We may request additional information where necessary.

5. Representatives and Complaints for Another Person

A parent, guardian, attorney, or other legally authorized representative may submit a complaint for another person where permitted by law. GetClinic may request reasonable evidence of authority before disclosing account, payment, or health information or taking action on the represented person’s behalf.

6. Receipt, Triage and Response Targets

When you provide a usable contact address, GetClinic will confirm receipt of a consumer complaint. Our operational targets for ordinary complaints are:

Acknowledgment: within 2 business days after receipt.

Initial triage or routing: within 5 business days.

Substantive response or meaningful status update: generally within 15 business days.

Target resolution: generally within 30 calendar days, where reasonably possible.

Some matters take longer because they require Clinic input, payment-provider records, fraud review, translation, technical investigation, legal review, or information from a third party. If a matter cannot reasonably be resolved within the target period, we will provide a status update where practicable.

These are customer-service targets, not contractual limitation periods. They do not shorten statutory response times, extend deadlines imposed by law, or delay urgent rights. A specialized legal process may have different deadlines.

7. How We Review Complaints

GetClinic will review complaints in a manner appropriate to the issue. Depending on the matter, the review may include:

• checking account, Booking, payment, refund, communication, or system records;
• requesting information from the selected Clinic or a payment service provider;
• checking the Clinic Offer and transaction-specific terms shown before payment;
• reviewing prior support communications;
• checking relevant marketplace policies and applicable mandatory rights;

escalating fraud, security, safety, privacy, legal, or compliance concerns to an appropriate reviewer.

GetClinic may use automated systems to organize, route, detect duplicates, identify fraud signals, or prioritize complaints. A material complaint outcome will not be based solely on automation where applicable law requires human review.

8. Booking, Deposit, Cancellation and Refund Complaints

Complaints about a Clinic Booking Deposit, cancellation, no-show, medical rejection, Clinic cancellation, or refund are reviewed against the Patient Marketplace Terms of Service, Booking & Deposit Terms, Refund & Cancellation Policy, transaction-specific disclosures, and mandatory law.

Where a refund is due and the Clinic Booking Deposit was collected through the approved Collection Route required by GetClinic’s patient terms, GetClinic or its payment infrastructure will initiate or facilitate the refund as provided by the applicable terms. A complaint does not reduce a refund right already established by those terms.

9. Payment Errors, Unauthorized Payments and Chargebacks

If you believe you were charged incorrectly, charged twice, or charged without authorization, contact [email protected] promptly. We may ask for information reasonably necessary to identify the transaction and investigate it.

Nothing in this Process removes legitimate rights you may have to contact your bank, card issuer, payment service provider, card network, or another competent authority. You must not knowingly submit false, fraudulent, or duplicate payment disputes.

10. Clinic Commercial Complaints

If a complaint concerns a Clinic’s marketplace commercial obligations - for example, a disclosed price, Booking status, Clinic Booking Deposit, Clinic Charge, refund obligation, or another transaction term - GetClinic may request Clinic correction, facilitate a refund where authorized and technically possible, document the issue, or take marketplace enforcement action under GetClinic’s agreement with the Clinic.

GetClinic’s assistance with a Clinic commercial complaint does not make GetClinic the healthcare provider or the seller of the Clinic’s medical services.

11. Medical Care and Clinical Complaints

The Clinic is responsible for diagnosis, medical suitability, Treatment, informed consent, physician decisions, clinical outcomes, complications, aftercare, and other healthcare matters.

If your complaint concerns medical care, you should contact the Clinic directly. GetClinic may help transmit communications, preserve marketplace records, review whether marketplace rules were followed, or take marketplace action where appropriate. GetClinic does not determine whether medical malpractice occurred and does not replace medical regulators, professional bodies, insurers, courts, or other competent authorities.

If you believe there is an immediate risk to health or safety, contact the Clinic and appropriate local emergency or regulatory authorities without waiting for this Process.

12. Privacy and Consumer Health Data Complaints

Privacy complaints, privacy-rights requests, and consumer-health-data requests should be submitted to [email protected]. They are handled under the Patient Privacy Policy, Consumer Health Data Privacy Policy, Health Data Privacy & Sharing Notice, and applicable privacy law.

A privacy complaint submitted through general support may be routed to the privacy team. Applicable statutory deadlines and appeal rights take priority over the ordinary service targets in Section 6.

13. Content, Reviews and Illegal Content

Reports of illegal content, complaints about content moderation, review restrictions, content removal, or DSA-related platform decisions are handled under the DSA / Content Moderation & Illegal Content Reporting Policy and, where applicable, the Review Policy. Use [email protected] or the applicable in-product reporting route.

Submitting the same issue as a general consumer complaint does not replace a notice or appeal that must contain specific information under the applicable content-moderation process.

14. Possible Outcomes

Depending on the issue and applicable rights, possible outcomes may include:

• an explanation or correction;
• technical account assistance;
• correction of a Booking or transaction record;
• refund or payment correction where due;
• Clinic re-contact or marketplace-facilitated resolution;
• request for the Clinic to comply with applicable marketplace obligations;
• account, listing, review, or marketplace enforcement action;
• fraud or security action;
• referral to the appropriate privacy, DSA, legal, payment, or Clinic process;
• a conclusion that no corrective action is warranted based on the available information.

Where appropriate, the response will explain the principal basis for the outcome. Legal, security, fraud-prevention, privacy, or third-party confidentiality obligations may limit information we can disclose.

15. Internal Escalation

If you disagree with the outcome of an ordinary consumer complaint, you may request an internal escalation by replying to the complaint thread or contacting the same support address and clearly stating that you are requesting escalation. Where reasonably available, a person who was not the sole original decision-maker will review the escalation.

An escalation request should explain what you believe was missed or incorrect and provide any additional relevant information. GetClinic may decline repetitive escalation where no materially new issue or information is presented, subject to any mandatory right that applies.

Specialized privacy, consumer-health-data, and DSA appeal rights are governed by their respective policies and are not replaced by this general escalation section.

16. Accessibility and Language

If a disability, accessibility need, or language barrier makes it difficult to submit or understand a complaint, contact [email protected]. GetClinic will make reasonable efforts to provide an accessible process and will provide language support where required by applicable law. English is GetClinic’s primary operational language unless another language is required or expressly supported.

17. Formal Notice of Dispute Against GetClinic

Important distinction

An ordinary support complaint is designed to solve the problem. A formal Notice of Dispute is the legal pre-dispute notice described in Section 81.1 of the Patient Marketplace Terms of Service. To ensure a notice is treated as a formal Notice of Dispute, send it to [email protected].

Before starting arbitration or a court proceeding against the other party, except for an eligible small-claims matter or urgent relief that cannot reasonably wait, Section 81.1 of the Patient Marketplace Terms of Service requires a written Notice of Dispute. The notice must identify the claimant, the relevant GetClinic account, the facts of the dispute, and the requested relief. The parties then have 30 days after receipt to attempt an informal resolution.

This Process does not expand, narrow, or replace Section 81. If there is a conflict, the Patient Marketplace Terms of Service and mandatory law control.

18. U.S. Arbitration and Court Rights

For a Patient whose primary residence is in the United States when a dispute arises, the Patient Marketplace Terms of Service may contain a U.S.-only agreement to individual arbitration administered by the American Arbitration Association, together with a class-action waiver, subject to the stated exceptions and the Patient’s timely arbitration opt-out right.

Eligible small-claims matters, governmental or regulatory complaints, non-waivable rights, valid arbitration opt-outs, and other exceptions remain governed by the Patient Marketplace Terms of Service and applicable law. This Process is a summary of the complaint path, not a replacement for the dispute-resolution terms you accepted.

19. Non-U.S. Consumers, Courts and Alternative Dispute Resolution

For consumers outside the United States, GetClinic does not use this Process to require waiver of a mandatory right to use local courts, consumer-protection authorities, statutory complaint mechanisms, or other non-waivable remedies.

Where applicable law requires GetClinic to provide information about, respond to, or participate in an alternative dispute resolution (“ADR”) process, GetClinic will comply with that requirement. GetClinic does not, through this Process alone, voluntarily commit to participate in every ADR scheme or accept that every ADR body has jurisdiction over every dispute.

EU/EEA consumers may use the European Commission Consumer Redress Portal to identify consumer ADR bodies and other redress options. The former EU Online Dispute Resolution (ODR) Platform was discontinued on July 20, 2025.

European Commission Consumer Redress Portal: consumer-redress.ec.europa.eu

20. Regulators and Other External Rights

Nothing in this Process prevents you from contacting a competent consumer-protection authority, privacy regulator, healthcare regulator, professional body, payment provider, law-enforcement authority, court, or other authority where you have a legal right to do so.

Where a regulator or authority lawfully requests information from GetClinic, we may respond as required or permitted by law and our privacy obligations.

21. Complaint Records and Privacy

GetClinic may retain complaint records, supporting evidence, communications, outcome information, and related account or transaction records for customer support, legal claims, compliance, fraud prevention, audit, safety, and service improvement, subject to the Patient Privacy Policy and applicable law.

We may share complaint information with the selected Clinic, payment providers, service providers, professional advisers, insurers, regulators, or other recipients only where reasonably necessary and lawful for handling the matter, protecting users, enforcing rights, or complying with law. Health information is handled under GetClinic’s health-data notices and applicable law.

22. No Retaliation for Good-Faith Complaints

GetClinic will not penalize a Patient merely for making a good-faith complaint, requesting a lawful refund, exercising a privacy right, submitting a legitimate payment dispute, reporting illegal content, or contacting a competent authority. This does not prevent action against fraud, abuse, threats, harassment, knowingly false claims, duplicate abusive submissions, or other violations of applicable terms or law.

23. Abuse of the Complaint Process

GetClinic may take reasonable steps to manage complaints that are fraudulent, threatening, abusive, intentionally repetitive, generated at unreasonable volume, or designed to interfere with service. Any restriction will be applied proportionately and will not remove mandatory consumer, privacy, payment, DSA, regulatory, or court rights.

24. Changes to This Process

GetClinic may update this Process to reflect changes in product functionality, support operations, legal requirements, or dispute-resolution mechanisms. The current version and effective date will be published with the document. Changes do not retroactively remove rights that applicable law or an existing transaction already gives you.

25. Contact Details

GetClinic, Inc.

Business / Mailing Address: 74 E Glenwood Ave, Unit #5895, Smyrna, DE 19977, United States

General Consumer Support: [email protected]

Booking / Payment Complaints: [email protected]

Privacy / Consumer Health Data: [email protected]

Content Moderation / DSA: [email protected]

Formal Legal Notices / Arbitration Opt-Out: [email protected]

Website: https://www.getclinic.com

For medical questions or complaints about actual healthcare, contact the selected Clinic directly.