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Terms of Use

Please read these Terms carefully before using the PriviHealth platform. By registering or using our services, you represent that you have read, understood, and agreed to all terms below.

Effective Date

July 1, 2025

IMPORTANT: These Terms govern your use of the PriviHealth platform, including doctor consultation, laboratory referrals, medication purchases, and delivery services.

01Definitions

“Platform” means the PriviHealth web application and all services within it. “User” means the individual who registers and uses the Platform. “Partner Doctor” means a licensed doctor registered on the Platform. Other key terms are defined in full in this section.

  • “PriviHealth”, “We”, or “Us” means PT BaliQuarters Group Indonesia, the operator of the Platform, with its registered address at Pilar, AD Premier Office Park, Jl. TB Simatupang No.5, 17th floor, Suite 04B, RT.5/RW.7, Ragunan, Ps Minggu, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta 12550, Indonesia
  • “Platform” means the PriviHealth web application and all services available within it
  • “User” or “You” means the individual who registers and uses the Platform
  • “Partner Doctor” means a licensed doctor registered on the Platform
  • “Consultation Service” means medical consultation via text chat group between a User and a Partner Doctor
  • “Delivery Service” means delivery of pharmaceutical and non-pharmaceutical products to the User's address
  • “Medical Content” means information, advice, diagnoses, or referral letters created by Partner Doctors

02User Eligibility

You must be at least 18 years old, capable of entering into legally binding agreements, and not prohibited from using medical services. Medication delivery is currently available within Bali only.

To use the Platform, you must:

  • Be at least 18 (eighteen) years of age
  • Be capable of entering into legally binding agreements
  • Not be prohibited from using medical services
The Platform is available only to users aged 18 and over. Users under 18 may not register or use the Platform.

03Account Registration and Security

You must provide accurate information and keep your password secure. Each account may only be used by one individual. We may suspend or delete accounts that violate these Terms.

  • You must provide accurate, complete, and current information when registering.
  • You are responsible for the confidentiality of your password and the security of your account.
  • You must immediately notify us of any unauthorized use of your account.
  • Each account may only be used by one individual — account sharing is prohibited.
  • We reserve the right to suspend or delete accounts that violate these Terms.

04Available Services

Includes doctor consultation via chat, laboratory test referral letters, medication and product purchases, and payment & delivery services. Details of each service, operating hours, prescriptions, delivery times, and limitations are explained.

Doctor Consultation via Chat

  • Consultations are conducted via a text chat group between you and a Partner Doctor
  • Service hours: Monday–Sunday, 08:00–22:00 WIB (subject to change)
  • Partner Doctors are licensed general practitioners or specialists registered with the Indonesian Medical Council (KKI)
  • First doctor response within 30 minutes during service hours
  • Each consultation session is valid for 1 (one) complaint or concern

Laboratory Test Referral Letters

  • Partner Doctors may issue referral letters for HIV and other STI tests
  • Referral letters are issued based on the Partner Doctor's clinical assessment
  • You may use referral letters at our partner laboratories
  • Test results will be communicated to you and the referring Partner Doctor

Medication and Product Purchases

  • Prescription medications (including ARVs, PrEP, PEP, and STI medications) may only be purchased with a prescription from a Partner Doctor
  • All prescription medications are dispensed by licensed pharmacies partnering with us
  • You must disclose all allergies and current medications to your Partner Doctor

Payment and Delivery

  • Payment is currently accepted by bank transfer only, to the PT Baliquarters Group Indonesia account shown on your bill in the app. After transferring, upload your proof of transfer in the app within the payment window. Our team confirms receipt within 24 hours, after which your care continues
  • Delivery is handled by partner logistics providers in discreet packaging with no content labels
  • Delivery is currently available within Bali only, with an estimated delivery time of 1–3 business days
  • Shipping costs are displayed before order confirmation
  • Prescription medications cannot be returned or exchanged after delivery, except where incorrect medication was sent (see Section 07, Cancellation and Refunds)

05User Obligations

You agree to provide honest medical information, use medications as instructed, not misuse services, and seek emergency care via 119 when needed. You must comply with all applicable Indonesian laws.

You agree to:

  • Provide honest, accurate, and complete medical information to Partner Doctors
  • Not misuse services to obtain medications unlawfully
  • Not resell medications obtained through the Platform
  • Use medications per your Partner Doctor's instructions
  • Immediately contact emergency services (119) for any medical emergency
  • Not use the Platform for any purpose that violates Indonesian law
  • Not upload harmful, misleading, or inappropriate content

06Service Limitations

This platform is NOT an emergency service and cannot replace in-person examination, emergency care, invasive procedures, hospitalization, or intensive care.

Our services cannot replace:

  • In-person physical examination
  • Emergency medical care
  • Invasive medical procedures
  • Hospitalization or intensive care
This platform is NOT an emergency service. If you experience a medical emergency, immediately call 119 or go to the nearest hospital emergency room.

07Cancellation and Refunds

The consultation fee applies only if a prescription or lab referral is issued, and is non-refundable once charged. Bills must be paid within 2 hours or they will be cancelled. Delivered medications cannot be returned, except where incorrect medication was sent and reported within 24 hours after your care journey is complete, with the medication unused and its seal intact. To request a cancellation or refund, email support@privihealth.com or WhatsApp +62 815-7820-3111.

  • The consultation fee is charged only if the doctor issues a prescription or lab referral. If neither is issued, the consultation is free of charge. Once charged, the consultation fee cannot be refunded.
  • Bills must be paid within 2 (two) hours after they are issued; unpaid bills will be cancelled.
  • Delivered medications cannot be returned or refunded, except where incorrect medication was sent. In that case, you may request a cancellation and refund within 24 (twenty-four) hours after your care journey is complete (when the order is marked as delivered).
  • Medications that have already been started or whose seal has been broken cannot be refunded.
  • If a bill is not paid after the consultation and the user discontinues the care journey, PriviHealth may restrict the user's access to future services until the outstanding payment is resolved.
  • Approved refunds are processed within up to 7 (seven) business days, and we will liaise with you by email throughout the process.
  • Shipping fees are non-refundable except where the error is ours.
  • To request a cancellation or refund, please email support@privihealth.com or WhatsApp +62 815-7820-3111 with your case number.

08Intellectual Property

All Platform content, including logos, design, text, and software, is owned by PriviHealth and protected by Indonesian intellectual property law.

All Platform content — including logos, interface design, text, and software — is owned by PriviHealth and protected by Indonesian intellectual property law. You may not reproduce, distribute, or create derivative works without our prior written consent.

09Service Termination

We may suspend or terminate your account if you violate these Terms, provide false information, or for legal reasons. You may delete your account at any time.

We reserve the right to suspend or terminate your account if:

  • You violate these Terms
  • You provide false information
  • There are indications of fraud or misuse
  • Required by law or a competent authority

Account Deletion

You may delete your account at any time through account settings. Account deletion does not affect obligations already incurred.

10Limitation of Liability

To the extent permitted by law, PriviHealth is not liable for indirect damages, medical decisions made without physical examination, service disruptions, or third-party errors.

To the extent permitted by Indonesian law, PriviHealth is not liable for:

  • Indirect or consequential damages
  • Medical decisions made solely on the basis of a chat consultation without physical examination
  • Service disruptions due to force majeure
  • Errors or delays by third parties (laboratories, pharmacies, logistics providers)
Our total liability shall not exceed the total amount you paid to us in the 3 (three) months preceding the claim.

11Governing Law and Dispute Resolution

These Terms are governed by the laws of the Republic of Indonesia. Disputes will first be resolved through negotiation, and if unresolved, submitted to BPSK or the Denpasar District Court.

  • These Terms are governed by the laws of the Republic of Indonesia.
  • Disputes shall first be resolved through good-faith negotiation within 30 days.
  • If unresolved, disputes shall be submitted to BPSK or the Denpasar District Court (Pengadilan Negeri Denpasar).
  • Consumer rights under Consumer Protection Law No. 8/1999 remain in effect and are not limited by these Terms.

12Changes to Terms

We will notify you via email at least 30 days before material changes take effect. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

13Contact

PriviHealth is operated by PT BaliQuarters Group Indonesia. Registered address: Pilar, AD Premier Office Park, Jl. TB Simatupang No.5, 17th floor, Suite 04B, RT.5/RW.7, Ragunan, Ps Minggu, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta 12550, Indonesia. Email: support@privihealth.com. Phone & WhatsApp: +62 815-7820-3111

Consumer Complaints Service

If a complaint about our services cannot be resolved with us, you may also contact:

Representative of the Ministry of Trade

Directorate General of Consumer Protection and Trade Compliance

Ministry of Trade of the Republic of Indonesia

WhatsApp: +62 853 1111 1010

NEED HELP?

We're here for you.

If you have questions about these Terms or our services, contact our team.

Email Us

support@privihealth.com

We typically respond within 3 business days.

Phone & WhatsApp

+62 815-7820-3111

General enquiries only. Consultations take place in the PriviHealth app.

Registered office

PT BaliQuarters Group Indonesia, Pilar, AD Premier Office Park, Jl. TB Simatupang No.5, 17th floor, Suite 04B, RT.5/RW.7, Ragunan, Ps Minggu, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta 12550, Indonesia

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