Terms of Use

I. GENERAL PROVISIONS 

1. Terms. These terms of service govern the use of the digital platform imago.tg (the "Platform") and the services provided through use of telecommunications technologies.

2. Service Provider. The service provider is Imago LLC, a limited liability company registered at 16192 Coastal Highway, Lewes, Delaware 19958, County of Sussex, Delaware, USA (File Number: 10415156, EIN: 37-2209164) (“Imago”). 

3. Contact. Official communication and complaints must be directed to hello@imago.tg. 

4. Eligibility: Access is restricted to users residing within the European Union who are at least 16 years of age.

5. Binding Agreement: Use of the Platform constitutes full acceptance of these Terms; if you do not agree, you must exit the Platform immediately.

II. NATURE OF SERVICES AND PROVIDERS INDEPENDENCE

1. Platform Role: Imago operates as an online communication Platform connecting users (patients) with independent healthcare professionals (“Provider/s”) who deliver clinical services, including in particular services related to Gender-Affirming Hormone Therapy.

2. Services. Services provided to Users by Imaago consist of enabling the scheduling and facilitation of appointments with Providers and Subscription services described in point 3 below (jointly “Services”).

3. No Medical Advice. Imago is not a healthcare provider and does not provide clinical services such as medical advice, diagnosis, or treatment. All clinical services are provided solely by independent Providers. 

4. Provider Independence and no Endorsement. Providers are independent practitioners and Imago is not liable for their professional advice or treatment. Imago does not endorse or recommend specific Providers, tests, medications, or procedures. Imago facilitates the processing and payment of fees for services provided by Providers, acting solely as an intermediary for payment transactions.

5. No Treatment Relationship with Imago. Use of the Platform does not establish a doctor-patient or other clinical relationship between the User and Imago. 

6. Provider Replacement. Users acknowledge that individual Providers may become unavailable. Imago will facilitate access to an alternative qualified Provider where possible. The replacement of a Provider does not constitute a change in the nature of the Services and does not give rise to any entitlement to refunds or compensation, unless otherwise required by applicable law.

7. Provider Responsibility for Clinical Care. All clinical decisions, including assessment of suitability for treatment, prescriptions, and follow-up care, are the sole responsibility of the relevant Provider.

8. Prescription Discretion. The issuance of any prescription is not guaranteed and remains subject to the Provider’s professional judgment and discretion. Providers may refuse to issue prescriptions or provide care where clinically appropriate.

9. Personal Use of Prescriptions. Any prescriptions issued are intended strictly for the personal use of the User to whom they are issued and must not be transferred, shared, or used by any third party. 

10. Cross-Border Nature of Services. Users acknowledge that consultations facilitated through the platform may involve Providers licensed or located in jurisdictions different from the User’s country of residence. Any prescriptions, referrals, medical letters, or other clinical documentation issued by Providers may be subject to recognition, dispensing, or validity requirements under the laws and professional regulations applicable in the User’s country of residence. Imago does not guarantee that prescriptions or medical documentation issued by Providers will be accepted by pharmacies, insurers, laboratories, or healthcare institutions in any particular jurisdiction.
    Users are responsible for verifying local requirements regarding the use, recognition, and fulfilment of prescriptions or medical documentation obtained through the Platform.

11. Informational Content Only. All content available on the Platform is provided for informational purposes only and does not constitute professional medical advice. Any reliance on information provided through the Platform or by Providers is at the User’s own risk.

12. Not for Emergencies. The Platform and the Services are not intended for are not intended for emergency medical situations or urgent care needs. Users must seek immediate assistance from local emergency services or appropriate healthcare facilities in the event of a medical emergency by dialing 112 (European Union).

III. SUBSCRIPTION SERVICES

1. Subscription Services. Certain services are offered on a recurring subscription basis (“Subscription”). Subject to payment of applicable fees, a Subscription provides continued access to Platform non-clinincal features and coordination services, including facilitation of appointment scheduling and coordination of the review of laboratory results or treatment progress documentation submitted by the User.

2. Administrative and Supporting Documentation. Subscription also include assistance in facilitating the issuance of supporting or administrative documentation by Providers, such as letters required for shared care arrangements with general practitioners, insurance purposes, or referrals to third-party healthcare services. Any such documentation is issued solely at the discretion and under the professional responsibility of the relevant Provider.

3. No Guarantee of Clinical Outcomes. Subscription services do not guarantee any specific clinical outcome, prescription, treatment decision, or issuance of medical documentation.

IV. DURATION AND TERMINATION OF SERVICES

1. Duration of Non-Subscription Services. Services other than Subscription services are provided on a task-specific basis and the agreement relating to such Services is concluded for the duration necessary to perform the relevant service. The agreement terminates automatically upon completion of the relevant Service, unless otherwise required by applicable law.

2. Duration of Subscription Services. Subscription services are provided under an agreement concluded for an indefinite period, subject to recurring billing periods selected by the User at the time of purchase (if applicable).

3. Automatic Renewal. Unless terminated in accordance with these Terms, Subscription services continue for successive billing periods subject to automatic renewal and payment of applicable fees.

4. User-Initiated Termination. Users may terminate their Subscription at any time through the designated account settings or by contacting Imago support. Termination will take effect at the end of the current billing period. 

5. Termination by Imago. Imago may suspend or terminate access to the Platform or Services with immediate effect where:

   1. the User breaches these Terms,

   2. continued provision of Services is not feasible for legal, regulatory, technical, or safety reasons,

   3. fraudulent, abusive, or unlawful activity is suspected,

   4. required verification or compliance information is not provided,

   5. User fails to pay for the Service.

Where reasonably possible, Imago will provide prior notice of termination.

1. Effect of Termination. Termination does not affect:

2. fees already accrued or paid,

3. ongoing clinical care arrangements independently agreed between the User and a Provider,

4. legal obligations arising prior to termination.

5. Regulatory or Clinical Discontinuation. Certain Services may be discontinued or limited due to regulatory requirements, changes in medical standards, or Provider availability. Such changes do not constitute breach of contract where imposed by law or professional obligations.

6. Survival of Certain Provisions. Provisions relating to liability, data protection, payment obligations, dispute resolution, and regulatory compliance shall survive termination of Services.

V. SECURITY AND USER CONDUCT

1. Accurate Account Information. Users must provide complete, truthful, and accurate information when creating or maintaining an account. Imago may request verification of account information to prevent fraud or misuse. Failure to provide requested verification within 7 days may result in suspension or denial of access to the Platform.

2. Account Security. Users are solely responsible for maintaining the confidentiality and security of their login credentials and for all activities conducted through their account.

3. Prohibited Conduct. Users must not engage in unlawful, misleading, infringing, or harmful activities on or through the Platform, including attempts to interfere with, disrupt, or compromise the integrity or security of the Platform.

VI. PAYMENTS AND SUBSCRIPTIONS

1. Paid Nature of Services. Use of Services is subject to payment. Applicable fees, pricing plans, and billing terms are displayed on the Platform. By accessing paid Services, the User agrees to the applicable fees as presented at the time of purchase.

2. Subscription Requirement. By purchasing a Subscription, the User agrees to pay the initial and recurring fees at the rates in effect at the time of purchase.

3. Automatic Renewal and Billing Authorization. Subscriptions are continuous and renew automatically for successive billing periods unless cancelled prior to the end of the then-current billing cycle. By subscribing, the User authorizes Imago, or its designated third-party payment service provider, to automatically charge the selected payment method at the start of each billing period without further authorization.

4. Pricing Changes. Imago reserves the right to modify Subscription fees. Any price changes will take effect at the start of the next billing period following reasonable prior notice to the User. Continued use of Subscription services after such notice constitutes acceptance of the updated pricing.

5. Failed Payments. If a recurring payment cannot be processed due to insufficient funds, expired payment details, or other payment failure, Imago may attempt to re-process the payment. Imago reserves the right to suspend or terminate access to Subscription services until payment is successfully completed.

6. Payment Processing. Payments may be processed by independent third-party payment service providers. Imago does not act as a regulated payment institution.

VII. RIGHT OF WITHDRAWAL

1. Statutory Right of Withdrawal. Users who qualify as consumers under applicable European Union law have the right to withdraw from a distance contract within 14 days without providing any reason.

2. Withdrawal Effect. Where the right of withdrawal is validly exercised, Imago shall reimburse all payments received from the User using the same means of payment as used for the original transaction, unless the User has expressly agreed to a different method of reimbursement that does not incur any additional costs.

3. Proportionate Payment for Partially Performed Services. Where the User has requested that Services begin during the withdrawal period and subsequently exercises the right of withdrawal, the User shall be required to pay a proportionate amount corresponding to the Services actually provided up to the time of withdrawal, including teleconsultations, care coordination activities, or administrative facilitation performed by or through the Platform.

4. Loss of Withdrawal Right. The right of withdrawal shall not apply once Services have been fully performed during the withdrawal period.

VIII. DATA PROTECTION AND CONFIDENTIALITY

1. Processing of Personal Data. Personal data is processed in accordance with applicable data protection laws and the Privacy Policy made available on the Platform. By using the Services, Users acknowledge that certain personal data, including health-related information, may be processed to enable the provision and coordination of services facilitated through the Platform.

2. Role of Independent Providers. Healthcare Providers using the Platform act as independent professionals and may process personal data under their own legal and professional rights and obligations. Imago does not determine clinical purposes or means of medical data processing.

3. Recording of Interactions. Audio and/or video interactions conducted through the Platform may be recorded for quality assurance, training, compliance, safety, and service improvement purposes. By participating in consultations conducted via the Platform, the User acknowledges and consents to such recording. The User has the right to object to recording at any time by notifying the Provider or Imago prior to or during the consultation. Where an objection is raised, the consultation may proceed without recording, unless recording is required by applicable law or regulatory obligations. Recordings will be handled confidentially and processed in accordance with applicable data protection laws and the Privacy Policy.

4. Confidentiality Obligations. Users must treat all information obtained through the Platform as confidential and must not disclose or misuse personal, medical, or identifying information relating to other Users or Providers.

5. Group Sessions. Where Services involve group sessions or shared interactions, Users acknowledge that confidentiality cannot be absolutely guaranteed. Users agree to respect the privacy and confidentiality of other participants and not to record, disclose, or distribute any information obtained during such sessions.

6. Data Security Measures. Imago implements appropriate technical and organisational measures designed to protect personal data against unauthorised access, loss, or misuse. 

IX. LIMITATION OF LIABILITY

1. Nature of Services. Users acknowledge that Imago operates solely as a digital communication and coordination Platform and does not provide healthcare (clinical) services. The responsibility for clinical care rests exclusively with the relevant Provider.

2. Platform Liability Disclaimer. To the maximum extent permitted by applicable law, Imago shall not be liable for:

   1. clinical decisions, medical advice, diagnosis, prescriptions, or treatment outcomes determined by independent Providers,

   2. acts, omissions, negligence, or professional misconduct of Providers or other third-party healthcare entities,

   3. any reliance placed by Users on medical information exchanged through or facilitated by the Platform, 

   4. interruption, delay, or unavailability of Services resulting from circumstances beyond Imago’s reasonable control, including technical failures, regulatory restrictions, or third-party service disruptions.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law, including liability for death or personal injury caused by negligence, fraud, or wilful misconduct.

1. Financial Liability Cap. To the extent permitted by applicable law, Imago’s aggregate liability arising out of or in connection with the use of the Services shall not exceed €500.

X. COMPLAINTS AND DISPUTE RESOLUTION

1. Complaint Submission. Users may submit complaints regarding the Services by contacting hello@imago.tg. A complaint should include: (i) contact details of the person submitting the complaint, (ii) a description of the issue, (iii) the order or transaction reference number (if applicable) and (iv) any relevant supporting information.

2. Complaint Handling. Imago will acknowledge receipt of the complaint and provide a substantive response within 14 days, unless a longer period is required due to the complexity of the matter. In such case, the User will be informed accordingly.

3. Amicable Resolution. The Parties agree to seek to resolve any disputes arising from the use of the Services or these Terms amicably in the first instance.

4. Consumer Dispute Rights. Nothing in these Terms limits the right of a consumer to seek redress before competent courts or to use available alternative dispute resolution mechanisms under applicable law.

5. Jurisdiction. Any disputes which cannot be resolved amicably shall be subject to the jurisdiction of courts competent under applicable law.

XI. MISCELLANEUS

1. Amendments to the Terms. Imago reserves the right to amend these Terms where necessary due to changes in law, regulatory requirements, service functionality, or business operations. Updated versions of the Terms will be published on the Platform. Where required by applicable law, Users will be notified of material changes in advance. Continued use of the Services after such changes take effect constitutes acceptance of the updated Terms.

2. Platform Ownership and Intellectual Property. All content, materials, software, design elements, trademarks, and other intellectual property made available on the Platform are the property of Imago or its licensors and are protected under applicable intellectual property laws. Users may not copy, reproduce, distribute, or create derivative works without prior written consent, except where permitted by law.

3. User-Provided Content License. By submitting feedback, testimonials, images, videos, or other content through the Platform, the User grants Imago a non-exclusive, worldwide, royalty-free license to use, reproduce, adapt, publish, and distribute such content for operational, service improvement, and marketing purposes, subject to applicable data protection and consumer protection laws.

4. Severability. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

5. No Waiver. Failure by Imago to enforce any provision of these Terms shall not constitute a waiver of its rights.