Anyone can notify GetClinic about content they believe is illegal. You do not need an account, a lawyer, or the exact legal provision. Use the Report or Flag function next to the content where one is shown, or email [email protected] if an in-product route is unavailable or unsuitable.
Notices go to the content-moderation process, not to general support. Support issues go to [email protected], privacy requests to [email protected], and medical emergencies to local emergency services.
What counts as illegal content
For the purposes of the Digital Services Act, Section 4 of the policy describes illegal content as information that, in itself or in relation to an activity such as selling products or providing services, does not comply with applicable EU law or the law of an EU Member State that is consistent with EU law.
Examples given include fraud, scams and impersonation; unlawful or materially misleading healthcare advertising or claims; unlawful offers of healthcare services or falsified professional credentials; unlawful threats or harassment; privacy or data-protection violations; and intellectual-property infringement.
The same section draws the line that most notices turn on. Content can breach GetClinic policy without being illegal, and a disagreement, unfavourable review, medical complaint or criticism is not illegal merely because someone objects to it.
What to put in a notice
A notice should be sufficiently precise and adequately substantiated. Section 6 asks for, where available:
- an explanation of why you believe the content is illegal
- the exact URL, screen, profile, review, message identifier or other precise location of the content
- the country or legal jurisdiction relevant to the notice, if you know it
- supporting evidence or context reasonably necessary to understand it
- your name and email address, except where the law permits or requires an anonymous notice
- a good-faith statement that you believe the information in your notice is accurate and complete
A broad allegation such as "this clinic is illegal", without identifying the content and explaining the issue, may not give GetClinic enough to act on. Send only the minimum information needed: Section 6 asks you not to attach medical records or identity documents unless they are genuinely necessary to explain the alleged illegality.
What happens next
Where you give contact details, GetClinic confirms receipt. It then assesses the notice in a timely, diligent and objective manner, which may include confirming the content and its location, reviewing what you supplied, checking applicable terms and law, requesting clarification, considering the rights and legitimate interests of affected users including freedom of expression, and documenting the decision and its basis.
A notice does not automatically result in removal. Section 7 says GetClinic may conclude that the content is lawful, that the notice is insufficient, that a less restrictive measure is appropriate, or that another process suits the issue better. Where contact information is available, GetClinic notifies you of the decision without undue delay and explains the redress options open to you.
What GetClinic can do
Section 8 lists the available actions, applied according to seriousness, legal basis, context and proportionality: take no action; request correction, clarification or substantiation; apply a warning or informational label; reduce visibility or ranking; restrict discovery, recommendation or promotion; remove or disable access to content; restrict messaging, review, listing or booking functionality; suspend or terminate an account; suspend or remove a clinic listing; preserve information where lawfully required; or refer the matter to a competent authority.
One thing is expressly outside that list. GetClinic will not remove a lawful negative review solely because a clinic objects to its sentiment or rating.
See how reviews and their labels work.
If a decision affects your own content
Where the law requires a statement of reasons, Section 11 says it will be clear, specific and reasonably understandable. It may set out the restriction imposed, its territorial scope, the principal facts and circumstances relied on, whether automated means were materially used, the legal basis where illegal content is involved, the policy basis where a terms violation is involved, and the redress options available.
You can ask for an internal review by emailing [email protected] and identifying the content, account and decision. Section 12 says the review route is free of charge, that GetClinic will arrange for a qualified human to carry it out, and that it will not be decided solely through automated means. Reviews are handled in a timely, diligent, non-discriminatory and non-arbitrary manner.
External routes, and the EU representative
Using GetClinic's internal process does not stop you going elsewhere. Where the Digital Services Act applies, Section 13 records that an eligible recipient may have further redress, including certified out-of-court dispute settlement and judicial remedies, and may lodge a complaint with the Digital Services Coordinator of the relevant EU Member State.
GetClinic has designated Prighter GmbH, Schellinggasse 3, 1010 Vienna, Austria as its EU legal representative under Article 13 of the Digital Services Act. The representative may be addressed in English, and requests may also be sent to [email protected].
Notices and appeals must be made in good faith. Section 17 allows proportionate action against manifestly abusive use of the notice and appeal systems, while confirming that a good-faith notice does not breach the policy merely because GetClinic ultimately disagrees with it.
GetClinic is a technology marketplace. The clinic you choose provides your healthcare and is responsible for it. This is general information about how GetClinic works, not medical advice.
See the full Content Moderation and Illegal Content Reporting Policy. See the Review Integrity Policy.