Legal Center

1. Agreement to these Terms

These Terms govern access to and use of the RefreshU website, portal, content, referral features, physician-coordination workflow, and non-medical concierge services (the “Platform”). They are between you and RefreshU, [FULL LEGAL ENTITY NAME], a [STATE] [ENTITY TYPE]. By affirmatively accepting these Terms where presented, creating an account, or purchasing applicable services, you agree to these Terms and incorporated policies. If you do not agree, do not use the applicable services.

2. RefreshU’s role

RefreshU is a technology-enabled medical concierge, referral, coordination, and international travel-support platform. RefreshU is not a medical practice, physician, clinic, hospital, pharmacy, laboratory, or emergency medical service and does not practice medicine.

3. No medical advice or treatment

RefreshU does not diagnose; prescribe; provide individualized medical advice; determine medical candidacy or clearance; select treatment; interpret laboratory, imaging, cardiac, pathology, or diagnostic results; perform medical procedures; administer anesthesia; provide clinical informed consent; or manage medical complications. Website information is general information only and is not a substitute for professional medical evaluation.

4. Independent healthcare providers

Participating physicians, clinics, hospitals, laboratories, pharmacies, nurses, and other healthcare professionals are independent providers unless expressly disclosed otherwise. They are responsible for evaluation, diagnosis, candidacy, treatment recommendations, informed consent, testing, prescriptions, procedures, records, follow-up, and medical complications. RefreshU does not control independent medical judgment.

5. Physician review workflow

The Platform presents the instruction or link through which you access the participating physician’s own review system, records that the referral occurred and its status, and receives back the outcome of that review together with any operational instruction the physician releases. RefreshU facilitates the administrative status workflow but does not make the medical determination. Submitting information to a physician does not constitute approval, medical clearance, or a guarantee of treatment.

Pending attorney reviewCounsel is determining whether the physician review system remains external to the Platform, as it is today, or whether RefreshU will host intake, photographs and documents on the physician’s behalf. That decision changes this clause, the Privacy Policy, the permissions model and RefreshU’s regulatory classification, and it is a change of scope under the development agreement.

6. International providers / Brazil

Participating providers may be located in Brazil. Information may be accessed or processed outside the United States as described in applicable privacy documents. Medical services performed in Brazil are provided by the applicable independent provider or facility and subject to that provider’s terms and applicable law.

7. Eligibility and accounts

You must be at least 18 and legally capable of contracting unless RefreshU implements a separately approved guardian or minor workflow. You must provide accurate account information, protect your credentials, and promptly report suspected unauthorized access. You may not share provider or administrator credentials or impersonate another person.

8. Health and personal information

Collection and handling of personal and health-related information are governed by the Privacy Policy and any applicable health-information consent, authorization, or notice. Do not submit another person’s health information without lawful authority.

9. Concierge services

Paid concierge services are governed by the applicable Concierge Services Agreement and Service Summary. Only services expressly identified as included are part of the purchased package.

10. Fees and medical-payment separation

RefreshU fees compensate RefreshU for its identified non-medical platform and concierge services. Unless expressly and lawfully stated otherwise, physician, clinic, hospital, laboratory, pharmacy, and other medical fees are separate and governed by the independent provider’s agreement and payment process.

11. Travel and third parties

Airlines, hotels, transportation companies, insurers, restaurants, experience providers, physicians, clinics, and other vendors are independent third parties unless expressly disclosed otherwise. RefreshU may coordinate them but does not guarantee their availability or performance.

12. Cancellation and refunds

RefreshU cancellations, refunds, credits, and rescheduling are governed by the Cancellation & Refund Policy and applicable Service Summary. Independent providers and travel vendors may impose separate terms. RefreshU cannot promise or issue refunds for funds it did not receive.

13. No guarantees

RefreshU does not guarantee provider acceptance, medical candidacy, a particular procedure or date, outcome, complication-free care, recovery period, travel availability, or a specific amount of savings.

14. Prohibited uses

You may not misuse the Platform, commit fraud, scrape or copy protected content, probe security, upload malicious code, access another user’s information, interfere with operations, impersonate others, or use the Platform unlawfully.

15. Intellectual property

RefreshU and its licensors retain rights in the Platform, branding, design, text, graphics, software, and other protected materials. Limited personal use does not transfer ownership.

16. Third-party links

The Platform may link to third-party websites or services. Their terms and privacy practices apply to their services. A link does not by itself constitute an endorsement or guarantee.

17. Platform availability

RefreshU may maintain, update, modify, suspend, or discontinue Platform features. Technical interruptions may occur. Nothing in these Terms guarantees continuous availability.

18. Emergency warning

The Platform is not for emergencies. If you believe you are experiencing a medical emergency, contact the appropriate local emergency service immediately. Medical questions about treatment, symptoms, medications, complications, or recovery must be directed to the treating provider.

19. Disclaimer, liability and indemnification

Attorney draft requiredCounsel inserts enforceable warranty disclaimers, limitation-of-liability provisions, damages limitations, third-party responsibility, indemnification, and any legally required carve-outs based on the actual RefreshU entity and jurisdictions.

20. Dispute resolution and governing law

Attorney draft requiredCounsel determines informal dispute procedures, governing law, venue, arbitration if any, class-action waiver if any, small-claims provisions, and opt-out notices.

21. Suspension and termination

RefreshU may restrict or terminate access for fraud, unlawful conduct, security threats, material nonpayment, abuse, or material violation of these Terms, subject to applicable law and contractual refund rights.

22. Changes

RefreshU may update these Terms. This page shows the effective and updated date. Material changes are handled with notice and renewed acceptance where legally required or appropriate. Prior versions and acceptance records are retained and are visible to you under My Legal Documents in the client portal.

23. Contact

RefreshU legal entity: [FULL NAME]
Address: [ADDRESS]
Legal email: [EMAIL]
Support: [EMAIL / PHONE]
Website: [DOMAIN]

1. Scope

This Privacy Policy describes how RefreshU collects, uses, discloses, stores, and otherwise processes personal information through its website, portal, referral workflow, concierge services, and travel coordination.

Pending data-flow mapThis policy is conformed to the final data-flow and vendor inventory before publication. The developer handoff package includes the diagram browser → application → database → storage → physician → vendors → Brazil → backups → retention, and the subprocessor list that this section must match.

2. Information we may collect

Depending on use, RefreshU may collect identity and contact information; account credentials; procedure interests; physician-review status; communications; travel itinerary; accommodation and transportation information; emergency contact; travel-insurance proof; payment and transaction information; device and security logs; and cookie or analytics data on applicable pages.

3. Information RefreshU does not hold

Under the current architecture the Platform does not collect, receive, store, transmit, process or display the medical screening questionnaire or its answers, clinical photographs, laboratory or diagnostic results, or physicians’ clinical notes. That material passes directly between you and the participating physician’s own system. The Platform records that a referral occurred, its status, and the operational instructions the physician releases.

4. Sources

Information may come directly from you, your authorized representative, participating providers, service providers, payment processors, travel vendors, or your browser and device as applicable.

5. How we use information

Purposes include creating and maintaining accounts; facilitating physician referral; coordinating appointments; providing concierge and travel services; customer support; payments; fraud and security; legal and compliance obligations; maintaining records; improving permitted platform operations; and marketing only as permitted and subject to applicable choices and consent.

6. Disclosures and recipients

Information may be disclosed to assigned independent physicians and clinics; infrastructure and storage providers; payment processors; communications vendors; approved travel and concierge vendors where necessary; professional advisers; authorities when legally required; and other parties as described at collection or with legally valid authorization or consent.

7. Brazil and international processing

Participating providers may be located in Brazil. Accordingly, information may be accessed or processed outside the United States. RefreshU describes the applicable cross-border workflow and safeguards after United States and Brazilian counsel review.

8. Tracking technologies

RefreshU may use cookies or similar technologies on public website areas as described in the Cookie and Tracking Notice. Authenticated portal areas and any provider area are technically isolated from unapproved advertising pixels, session replay, or other tracking. Cookie consent does not replace any legally required authorization for health-data disclosures.

9. Marketing

Promotional email and text consent is separate from necessary service communications, is never pre-checked, and is stored separately. RefreshU does not use health information for targeted advertising.

10. Security

RefreshU uses safeguards designed for the sensitivity of the information and its legal obligations, such as access controls, encryption, authentication, logging, and vendor security review. No system can be guaranteed completely secure.

11. Retention

Information is retained for periods reasonably necessary for the purposes described, contractual and legal obligations, security, dispute resolution, and applicable record requirements.

Pending client decisionThe backup retention window is a dependency of the client under the development agreement and is still outstanding. The final retention schedule is approved by counsel and security.

12. Your privacy rights

Depending on applicable law, you may have rights regarding access and copy, correction, deletion, limitation or opt-out, appeal, or communication preferences. Requests are submitted through the client portal under My Profile, or at [PRIVACY REQUEST EMAIL]. A deletion request opens a reviewed ticket rather than an automatic erasure, because retention obligations may apply. Certain information may be retained where legally required or permitted.

13. Children

The Platform is intended for adults 18 and over. RefreshU does not operate a minor workflow.

14. HIPAA and other health privacy laws

Whether RefreshU is a HIPAA covered entity, a business associate, or neither depends on the actual relationships and workflow. If counsel determines that a HIPAA Notice of Privacy Practices or other notice is required, that notice is provided separately. Other federal and state consumer-health privacy laws may also apply. RefreshU does not describe itself as HIPAA certified, approved or verified.

15. Incident procedures

RefreshU maintains incident-response procedures appropriate to applicable law. Required notifications are made when legally required.

16. Changes and contact

We may update this Policy and will show its effective date. Privacy contact: [NAME / ROLE], [EMAIL], [ADDRESS], [PHONE].

RefreshU does not practise medicine

RefreshU is a referral, coordination, technology, concierge, and travel-support service. RefreshU is not a medical practice and does not provide diagnosis, treatment, prescriptions, medical clearance, individualized treatment recommendations, interpretation of tests, or emergency care.

Independent medical decisions

All clinical decisions are made by independent qualified healthcare professionals. Only the treating physician or clinic can determine whether a procedure is appropriate, what tests are required, what risks and alternatives apply, and whether the procedure should proceed.

General website information

Descriptions of procedures, recovery, destinations, or medical topics are general educational information and are not a substitute for a physician’s evaluation.

No outcome guarantee

No medical or cosmetic result is guaranteed. Risks, complications, recovery, and results vary by person and procedure. Before-and-after photographs illustrate individual experiences and do not promise similar results.

Medical questions

Questions about symptoms, medications, test results, complications, treatment, recovery, or medical travel restrictions must be directed to the treating physician or clinic. RefreshU personnel assist with non-medical coordination and travel logistics and cannot answer clinical questions.

Provider independence

Physicians, clinics, hospitals, laboratories, pharmacies, nurses, and other healthcare professionals accessible through or introduced by RefreshU are independent providers unless expressly disclosed otherwise. They are not employees or agents of RefreshU merely because they appear on or participate in the Platform.

Medical responsibility

The provider is solely responsible for medical evaluation, diagnosis, candidacy, treatment plan, informed consent, testing, prescriptions, procedures, clinical documentation, aftercare, and management of complications.

No control of medical judgment

RefreshU does not direct or control a provider’s independent medical judgment and does not require a provider to recommend a particular procedure.

No guarantee or endorsement

A provider’s listing or availability does not guarantee suitability, acceptance, safety, outcome, or results.

Pending attorney reviewAny statement describing RefreshU’s vetting or selection of providers is limited to objective criteria RefreshU actually performs and can substantiate. Until counsel approves that wording, no vetting claim is published.

Provider fees

Medical fees and medical cancellation and refund terms are established by the provider or clinic and are separately disclosed and contracted. RefreshU’s concierge fee is separate.

Provider-patient relationship

The physician-patient relationship, if formed, exists between the client and the provider according to the provider’s process and applicable law.

Sponsored placement

If a provider pays for placement, sponsorship, or enhanced visibility, that fact is disclosed on the page where the provider appears. No participating provider currently pays for placement.

Parties and package

This Agreement is between [CLIENT NAME] and RefreshU, [FULL LEGAL ENTITY NAME], and covers the package identified in your Service Summary. Available destinations are São Paulo and Rio de Janeiro, Brazil.

What RefreshU provides

• Referral and introduction to a participating independent physician or clinic, and coordination of the physician-review workflow.
• Scheduling coordination for consultations and the procedure date, after the independent provider and the client decide to proceed.
• Travel itinerary planning, arrival planning and flight-itinerary coordination for scheduled appointments.
• Airport and ground transportation coordination.
• Hotel and accommodation coordination.
• Restaurant, experience and personal-service coordination.
• A local concierge point of contact during the defined service period.
• The RefreshU welcome kit and recovery-logistics kit coordination where the package includes them.
• Non-medical translation and communication assistance where included, which is distinct from medical interpretation.

What is expressly not included

Diagnosis, medical advice, medical clearance, surgery, anesthesia, prescriptions, laboratory interpretation, emergency medical services and clinical nursing are not RefreshU services. A RefreshU dedicated concierge is a non-clinical hospitality and logistics professional and is not a private nurse or healthcare professional.

What is never part of a RefreshU package

Physician consultation, medical evaluation and determination of candidacy, surgery or procedure, anesthesia or sedation, hospital and facility services, laboratory or diagnostic testing, interpretation of results, prescriptions and medication selection, clinical nursing, medical clearance, clinical informed consent, medical aftercare and management of complications, and emergency medical services. These are provided and charged separately by independent healthcare professionals.

Service classification

Each feature of your package is labelled so that you know who provides it and who is paid for it.

When the service begins

Physician review is not the start of the paid concierge package. The concierge service commences after you select a package, accept the applicable agreements, RefreshU receives the required concierge payment, and RefreshU begins the first individualized concierge activity, such as personalized itinerary planning, accommodation research, transportation coordination or individualized scheduling coordination.

Pending attorney reviewFinal commencement wording and its refund implications are approved by counsel before publication.

Fee, payment and third parties

RefreshU’s fee is for non-medical concierge and coordination services. It is not payment for surgery, medical treatment, a physician’s professional services, anesthesia, prescriptions or other independent medical services. Third-party vendors remain responsible for the services they provide.

Client cooperation

You agree to provide accurate information, to maintain valid travel documents, to meet the travel-insurance requirement where it applies, and to follow the treating physician’s instructions.

Complaints

Concerns are raised through the Report a Concern form in the Legal Center or the client portal. Every concern receives an internal case number and is tracked to resolution.

This policy is shown by milestone and by payee rather than as a single statement, so that you can see what applies at the point you are at. It is displayed again before every applicable payment, and the version you accepted is stored with the transaction.

Attorney approval requiredExact amounts, percentages, deadlines, non-refundable milestones and chargeback language are inserted by counsel into the Service Summary and checkout. The structure below is final; the figures are not.

Funds RefreshU did not receive

Payments to independent physicians, clinics, airlines, hotels, insurers and other third parties are governed by those parties’ separate terms. RefreshU cannot promise or issue a refund of funds it did not receive.

Requesting a cancellation

Cancellation requests are submitted through the client portal or at [EMAIL], with your name, booking identifier and the action requested.

1. International travel

RefreshU coordinates non-medical travel support for clients travelling to Brazil. International travel and elective procedures involve logistical and personal risks that you must evaluate.

2. Passport and entry requirements

You are responsible for a valid passport, visa or entry eligibility, immigration and customs requirements, and government documentation. RefreshU may provide reminders but cannot guarantee entry or boarding.

3. Seven-day arrival requirement

Under the proposed workflow you plan to arrive in Brazil at least seven days before the scheduled procedure, unless the treating provider and written booking terms establish another timeframe. This is a logistical requirement and is not medical clearance.

Pending attorney reviewThe seven-day rule is proposed contract language and is confirmed by counsel and the treating physician before it becomes binding.

4. Physician requirements

Only the provider determines required examinations, laboratory tests, cardiac testing, consultations, medications, or other clinical requirements. RefreshU tracks whether a requirement has been completed and does not interpret it.

5. Proof of travel

You submit the required flight itinerary and travel-insurance proof by [DEADLINE]. Failure may affect scheduling under the applicable agreement.

6. Payments before departure

Required RefreshU payments and applicable provider payments are completed by their separate deadlines before departure from the United States. Medical payments remain subject to provider terms.

7. Delays and cancellations

Flights, weather, strikes, governmental action, provider emergencies, or other disruptions may require changes. RefreshU may assist but cannot guarantee replacement availability.

8. Accommodation and transportation

Hotels and transportation providers are independent third parties unless expressly stated. Their availability, service, pricing and cancellation rules apply.

9. Recovery and return travel

The treating provider, not RefreshU, determines medical recovery instructions and whether and when you may fly or engage in activities. You must follow the provider’s instructions.

10. Travel readiness is not medical clearance

Satisfying RefreshU’s travel-readiness requirements is not medical clearance. Only the treating physician or clinic can determine whether medical requirements have been satisfied and whether a procedure should proceed.

11. Additional expenses

Unless expressly included, you are responsible for meals, changes, upgrades, extra nights, medications, medical services, emergency expenses, companion expenses, and other personal or third-party costs.

12. Force majeure

Attorney draft requiredCounsel defines the treatment of extraordinary events beyond reasonable control and the allocation of non-refundable third-party costs.

1. Requirement

If required by your RefreshU package, you purchase and provide proof of qualifying travel insurance by [DEADLINE].

2. Objective minimum, not “full insurance”

RefreshU states objective minimum requirements rather than using the undefined phrase “full insurance”.

Pending counsel and insurance specialistThe minimum required coverage and policy features are defined by counsel and an insurance specialist, and are configurable in the platform rather than hard-coded.

3. Possible coverage categories

Relevant categories may include trip cancellation and interruption, travel delay, baggage, emergency medical care, and emergency evacuation or repatriation. This list does not mean every policy covers elective-procedure-related events.

4. Elective procedure exclusions

Travel policies may exclude elective procedures, expected medical treatment, complications, pre-existing conditions, or related cancellations. You must verify coverage directly with the insurer.

5. RefreshU is not the insurer

RefreshU does not sell, underwrite, interpret, or guarantee insurance coverage or claims, and does not determine whether a policy will cover a particular loss, medical event, procedure-related issue, cancellation or rescheduling.

6. Proof

You upload the required proof through the client portal. RefreshU’s acceptance of proof means only that documentation was received and administratively reviewed. It is not a determination that a future claim will be covered.

7. Claims

Claims, coverage determinations, appeals and reimbursements are solely between you and the insurer.

8. Failure to provide proof

Pending attorney reviewThe consequence of failing to provide required proof, which may include inability to proceed with specified travel coordination or the need to reschedule, is set by counsel.

RefreshU keeps its non-medical concierge compensation clearly separate from independent medical-provider charges. Payment is always taken on a hosted checkout operated by a third-party payment provider, and no card number reaches the Platform.

1. RefreshU concierge fee

The amount labelled RefreshU Concierge Fee pays RefreshU for the non-medical services identified in your Service Summary and Concierge Services Agreement.

2. Medical and physician fees

Physician consultation, procedure, surgery, anesthesia, facility, laboratory, prescription, nursing and other medical fees are independent medical charges established by the applicable provider or clinic, and are paid through the provider’s own approved payment process.

3. Third-party travel costs

Airfare, hotel, transportation, insurance, restaurants, experiences and other vendor charges may be included, coordinated or paid separately depending on the package. Checkout identifies what is and is not included.

4. No bundling that obscures the medical seller

RefreshU does not present an undifferentiated surgery package that would make RefreshU appear to sell medical care. Each payee and service category is labelled separately.

5. Estimates

Any estimated medical or third-party price is informational and may change. The provider or vendor controls its final price unless a binding written quote says otherwise.

6. Savings claims

Any comparison against United States pricing is truthful, current, substantiated, and accompanied by its methodology. Savings are not guaranteed. No savings range is published without a source on file and a separate approval recorded in the platform.

7. Example checkout display

8. Taxes, currency and processor fees

Pending counsel and accountantApplicable taxes, currency, exchange-rate treatment and foreign-transaction or processor fees are disclosed at checkout once finalised.

I agree that RefreshU may send me service-related communications about my account, scheduling, physician-review workflow, travel coordination, payments and security through the contact methods I provide, subject to applicable law and my communication preferences.

What these messages cover

• Account security and sign-in.
• Appointments and schedule changes.
• Physician-review status, without clinical detail in the message itself.
• Travel coordination and itinerary updates.
• Payments and receipts.

Limits

Ordinary email and text message are not secure channels. Detailed medical content is never placed in a message subject line, preview or body. Notifications direct you back to the authenticated portal. Messaging is not for emergencies.

Keeping your details current

You are responsible for keeping your contact details accurate under My Profile. Service-message preferences are managed there as well.

Optional. I would like to receive RefreshU promotions, news and special offers by email or text message. Consent to marketing is not required to request physician review or to purchase concierge services. Message and data rates may apply. I may opt out as described in the message or the applicable policy.

How this consent is stored

Marketing consent is stored separately from the Terms, the Privacy Policy and any service consent. The platform records the channel, the exact wording and version, the timestamp, and any later opt-out. This box is never pre-checked and is never bundled with a required consent.

Pending attorney reviewCounsel reviews TCPA, CAN-SPAM and state marketing-consent requirements before any marketing message is sent.

We use certain technologies to operate, secure and understand the use of our website. The technologies used on public pages differ from those used in authenticated areas.

By area

Your choices

Privacy choices for the public website are offered where applicable. Cookie consent does not by itself authorise a health-data disclosure, and RefreshU does not rely on it for that purpose.

RefreshU builds its website and portal to be usable with a keyboard, with a screen reader, and at increased text size. Status is conveyed by text and not by colour alone. Headings, labels, focus states and controls follow accessible patterns.

If something is not working for you

Contact [ACCESSIBILITY EMAIL] and we will provide the information or complete the task with you by another route while the issue is corrected.

Where to send what

Your privacy requests

You may request a copy of your information, a correction, deletion subject to retention obligations, closure of your account, or a change to your communication preferences. A deletion request opens a reviewed ticket. Records are not erased by a single button where a retention obligation may apply.

Reviews and honest feedback

RefreshU does not ask you to agree not to post a negative review, does not impose any fee, forfeiture, loss of refund or other penalty for an honest review, and does not require you to transfer ownership of a review to RefreshU. Your medical photographs and health information are never used in a review or testimonial workflow. Any use of your identifiable photograph, video, testimonial, voice or likeness requires a separate marketing and media authorization that you sign on its own.

Report a concern

Every concern receives an internal case number and an audit trail, and is tracked to resolution.

In Brazil

• SAMU, medical emergency: 192
• Fire and rescue: 193
• Police: 190
• Your treating clinic’s emergency line, printed in your welcome kit and shown in the portal under Support.

In the United States

• Emergency services: 911

A concierge message, a chat or an itinerary note is never a substitute for emergency medical care.