Service-Specific Terms

Part I - Providers

1. Provider verification and continued eligibility

A provider is described as verified only after Acrocan has completed the checks required by its then-current provider-verification policy for that provider category and location. The exact legal documents differ by profession, service and state.

For doctors and other healthcare professionals, checks include identity and the professional registration needed for the service offered. For laboratories and diagnostic partners, checks include the entity and registrations, permissions or licences relevant to the offered service and location. For pharmacies, checks include the entity, drug licence/licensed premises and other pharmacy credentials relevant to the offered service.

Where Acrocan displays a specific accreditation, registration or licence claim, it is because the relevant evidence has been reviewed for that claim. Verification is a point-in-time documentary check, not continuous clinical supervision and not a guarantee of a particular outcome.

Providers must keep their credentials current and notify Acrocan of material changes. Acrocan may suspend or remove a provider when a required credential expires, a verification check fails, or there are reasonable safety, legal or integrity grounds.

At the point relevant to a user's decision, Acrocan displays the provider identity needed for the service - for example, the doctor's name and professional details, the laboratory responsible for the test, or the pharmacy responsible for medicine fulfilment.

Part II - Consultations

2. Video consultations

How it works. You select a healthcare professional and a slot, pay where payment applies, and the consultation is confirmed. At the scheduled time you join the consultation through Acrocan.

Identity. The healthcare professional will confirm who they are speaking to at the start of the consultation. You must be the person the booking is for, or the consultation cannot proceed.

Recording. Acrocan does not record video consultations in Phase 1. We may retain operational metadata such as the appointment identifier, participant identifiers, scheduled time, join/leave timestamps and consultation status where necessary for service operation, security, support, audit or payment/refund handling. If Acrocan ever introduces recording, it will require a new product flow, explicit disclosure/consent where required, access controls, a retention rule and an updated policy version before activation.

What the doctor decides. The healthcare professional decides whether the problem you have described can be assessed appropriately in a remote consultation. They may:

• proceed;
• ask for a test, an image or a record before advising;
• recommend an in-person examination;
• recommend urgent or emergency care;
• refer you to another specialist; or
• decline or end the consultation where remote assessment is not appropriate, where identity cannot be confirmed, or where the consultation becomes abusive.

A doctor ending a consultation because remote assessment is unsuitable is a clinical decision, not a service failure - and we will help you find the appropriate alternative.

Prescriptions. Where the healthcare professional issues a prescription through Acrocan, it is the doctor's document and professional responsibility. The digital prescription identifies the issuing doctor and the professional registration details required by the applicable workflow. Where Health Cloud support is active, the prescription is made available to the user there as a provider-issued source record. The doctor decides what may lawfully and clinically be prescribed through a remote consultation.

Some categories of medicine cannot lawfully be prescribed in a remote consultation. Where that applies, the healthcare professional will tell you and recommend the appropriate route.

Technical requirements. A video consultation needs a working internet connection and a device with a camera and microphone. Where a technical failure on our side prevents the consultation going ahead, our Refund & Cancellation Policy applies.

3. In-clinic appointments

We coordinate a booking with the doctor, clinic or facility shown to you. The facility is responsible for its own operations - on-site clinical care, waiting times, facility procedures and the records it maintains independently.

Where payment is made to the clinic directly rather than through Acrocan, we tell you at checkout, and that clinic's refund process applies.

4. Home-visit doctor requests

A home-visit request is a request, not an immediate booking. It becomes confirmed when a provider accepts it and a doctor is allocated. Whether that happens depends on your location, the time, doctor availability and travel feasibility.

Your booking status in Acrocan tells you which stage you are at: requested, accepted, allocated, dispatched, or visit started.

The healthcare professional who attends is responsible for the clinical service. You are responsible for providing an accurate address and safe, reasonable access. Where a doctor arrives and cannot carry out the visit because you are not available, our Refund & Cancellation Policy explains what happens.

We do not guarantee that a home-visit request will be accepted, and we do not offer a guaranteed arrival time unless we expressly say so for a specific booking.

Part III - Diagnostics

5. Booking a test

We help you find tests, see what they cover, book them, choose a collection option where one is available, and track status.

The laboratory or diagnostic partner named in your booking performs the service. Prices, availability and turnaround are theirs, shown through Acrocan.

6. Sample collection

Where home or facility-based collection is offered, the responsible laboratory or its authorised collection arrangement carries it out and is responsible for collection technique, sample handling, labelling, storage and transport.

We coordinate the scheduling, the status updates and the communication. We ask you to be available at the scheduled time and to follow any preparation instructions shown for the test - fasting, timing, medication and similar - because a sample collected without them may not be usable.

7. Testing and reports

The laboratory performs the test, carries out technical and clinical validation, authorises sign-off and issues its report. The report identifies the issuing laboratory.

We do not alter reports. A report delivered through Acrocan or stored in Health Cloud is the laboratory's document, presented as issued. We do not re-brand it, edit it or change its content.

We do not review reports. See section 4 of our Healthcare, AI & Emergency Safety Notice. If a result needs urgent attention, the laboratory and your treating doctor communicate that under their own obligations.

8. Turnaround

Turnaround times shown in Acrocan are estimates unless we expressly state that a specific time is guaranteed. Delays happen - collection timing, laboratory workload, re-collection requirements and technical processing all affect them. We show you the status and escalate where a report is materially late.

Part IV - Medicines

9. How a medicine request works

• You create a request, with a prescription where one is needed.
• We route it to an eligible pharmacy partner.
• The pharmacy reviews it: whether it can lawfully supply, whether the prescription requirements are met, and what it has in stock.
• The pharmacy confirms what it can supply and at what price.
• You pay only at this point, once you know what you are getting and what it costs.
• The pharmacy dispenses and packs.
• The order is dispatched and delivered, or collected.

Submitting a request is not a purchase. It does not mean a medicine is available, that a prescription is valid, that the pharmacy has accepted, or that a sale has occurred.

10. The pharmacy's role

The pharmacy is the seller and the dispenser. It is responsible for prescription verification, pharmacist review, deciding whether it can lawfully supply, stock and expiry, lawful substitution, dispensing, packing, storage conditions and its own regulatory compliance.

We route the request, coordinate the workflow and the fulfilment, and handle the payment and status communication. Acrocan does not sell, dispense or supply medicines.

11. Prescriptions

Where a medicine needs a valid prescription, the pharmacy decides whether the prescription satisfies the requirements. Uploading a prescription image does not by itself establish validity, acceptance, availability or that the medicine will be dispensed.

Where a prescription came from a consultation on Acrocan, we can carry it into a medicine request so you do not have to upload it again. The pharmacy still reviews it.

Some medicines cannot be requested through Acrocan. Where a category is outside what we route, you will be told and pointed to the appropriate route.

12. Availability and substitution

Availability changes. Where an item cannot be supplied, you may be offered a permitted alternative, a partial fulfilment, or a refund of the unavailable item.

Substitution happens only where it is legally and professionally permitted, and only with the approval the law requires - yours, or the prescribing doctor's, or both. We never silently replace a prescribed medicine with a different one.

13. Delivery and fulfilment

Fulfilment is coordinated across pharmacy partners and delivery providers whose capabilities differ. We show you the most accurate status we actually have. Where live tracking is not available for your order, we say so rather than showing you an estimate dressed up as tracking.

Medicine transactions complete in the authenticated Acrocan experience. Where we send you an update on an external channel such as WhatsApp, it links you back into Acrocan - we do not sell, quote or take payment for medicines over those channels.

Someone must be available to receive a delivery. Where an item requires specific storage or handling, that is shown to you.

Part V - Health Cloud

14. What Health Cloud is

Health Cloud stores and organises health records so you can find them, use them and share them when you need to. It holds prescriptions, diagnostic reports, consultation documents, files you upload and records from services you booked through Acrocan.

Health Cloud is a storage, organisation and access service. It is not a diagnostic service, not a monitoring service, and not a clinical record maintained on a provider's behalf. Providers keep their own records independently.

15. Where records come from

Health Cloud records how each record arrived: uploaded by you, issued by a doctor, issued by a laboratory, related to a pharmacy fulfilment, generated by Acrocan, or generated as an AI summary.

A provider-issued record is the source document. An Acrocan-generated or AI-generated summary is labelled as a summary. It never replaces, alters or overwrites the source record, and the original always remains available.

16. What you are responsible for

You must be lawfully entitled to upload what you upload. If you upload someone else's record, you confirm you are authorised to.

We accept common document and image formats within the size limits shown in the product. We do not guarantee that a record is legible, complete, accurate or usable by a recipient - a blurred photograph of a prescription is a blurred photograph after it is stored.

17. Sharing

Where sharing is supported, you choose the records and the recipient. Before the share happens we show you what is being shared, who receives it and why.

You can revoke future access. Revoking access stops further access through that permission. It does not delete a copy a provider lawfully received and is entitled or required to retain - providers have their own record-keeping obligations, and we cannot reach into their systems.

We keep a record of sharing events so you can see who you shared with and when.

18. Getting records out, and closing your account

You can download your records from Health Cloud.

Closing your account removes your access to the records stored in it. Export what you need before you close it. Our Data Deletion Instructions explain what is deleted, what is retained and why.

Part VI - Acrocan AI and Care Navigation

19. Acrocan AI

Acrocan AI is the name for the AI-assisted features in Acrocan. It can:

• organise and lay out information you already have;
• summarise context, including a summary of a record you hold;
• explain what Acrocan offers and how a service works;
• help you prepare questions for a consultation;
• prepare a platform action - a booking, a request, a share - for you to review.

It uses the information available in the workflow you are in, and no more. How that information is handled, and by whom, is set out in our Privacy Policy.

20. What Acrocan AI does not do

Acrocan AI does not diagnose, prescribe, select treatment, clinically interpret a report, assess an emergency, or replace a healthcare professional. Its output can be incomplete or wrong. It is never a substitute for professional medical judgement, and it is never a reason to delay care.

Nothing Acrocan AI produces is a clinical decision about you.

21. Prepared actions

Acrocan AI prepares an action. You review and confirm it. Our systems then execute it.

Before you confirm, we show you what the action actually is - what will be booked, requested, shared or paid, with whom, and for how much. If it is wrong, change it or reject it; nothing happens until you confirm.

22. Care navigation

Care navigation organises the options available on Acrocan and helps you get to the right one. It is navigation between services, not a determination of what medical care you need, and it does not mean an option is clinically suitable for you.

Part VII - General

23. Communications

Operational messages - confirmations, reminders, status changes, collection and delivery updates, provider decisions, payment and refund updates, and actions needing your attention - are part of the service.

Optional channels including WhatsApp need a separate opt-in and can be switched off at any time. We keep detailed health information out of external messages where a secure link into Acrocan will do.

24. Payments and who you are paying

Payment structures differ across services. Before you pay, we show the total, its components, applicable taxes, and who the provider and the seller are.

25. Availability of services

Availability varies by city, provider, specialty, time, laboratory coverage, stock and logistics. A service shown in Acrocan is not continuously available everywhere.

26. New services

We may add, change or discontinue services. A service is not available merely because these Terms describe how it would work. A new regulated or materially different capability may require new disclosures, new consents, new provider agreements or additional terms, and we will put those in place before offering it.