Terms of Use and Service Agreement (Patient)

1. PARTIES AND SUBJECT MATTER

1.1. This agreement governs the terms of use of the coordination and communication services offered by the AURA platform operator (the "Platform" or "AURA") to the natural person who registers on the AURA telehealth platform as a patient (the "User").

1.2. By accepting this agreement at registration, the User is deemed to have accepted its terms. The acceptance record is written to a tamper-evident record chain together with the digest (hash) of the accepted text, the date-time and device information.

1.3. The Platform and the User are hereinafter referred to individually as a "Party" and jointly as the "Parties".

1.4. The privacy notice on the processing of personal data is set out in [Document A01](/aydinlatma) and the information on the telehealth service in Document A03; both form an integral part of this agreement.

2. DEFINITIONS

3. MEMBERSHIP REQUIREMENTS

3.1. The Platform is open to natural persons who are 18 years of age or older. A declaration of date of birth is taken at registration and is not stored; no account may be opened on behalf of a person under 18.

3.2. The User accepts that the information given at registration and in cases is accurate, current and their own, and that they have provided their health information completely. Incomplete or incorrect health information directly affects the Doctor's assessment and is the User's responsibility.

3.3. The account is personal; account details may not be shared or transferred. Each person opens a single account. Signing in with a Google or Apple account opens a single account linked to the same e-mail address.

3.4. The User may upload health information or documents belonging to another person only with that person's knowledge and consent. A User who enters information on behalf of a relative in a Free Care application declares, by ticking the declaration box on the form, that they have obtained that person's knowledge and consent and, if the person is a minor, that they are their legal representative; the User is responsible for the accuracy and consequences of the declaration.

3.5. Verification of the e-mail address is a condition of using the account; the verification link is sent to your registered address.

3.6. Users resident abroad use the Platform within the framework of the legislation of their own country; the Platform does not guarantee that access to remote health services is unrestricted in every country.

4. NATURE AND LIMITS OF THE SERVICE

4.1. Coordination platform. AURA is a digital platform that connects the User with a Doctor in the appropriate specialty and coordinates and relays the consultation, second opinion, health tourism planning and post-operative follow-up. The remote health service itself is provided by the Doctor and the Clinical Service Provider (Document A03).

4.2. Medical decisions are the Doctor's. Diagnosis, treatment, medication and referral decisions are made solely by the licensed Doctor. The Platform does not give medical advice; the specialty suggestion, urgency ranking, draft notes and report summaries shown on screen do not replace the Doctor's assessment.

4.3. Not an emergency service. The Platform does not provide emergency health services. In emergencies such as a life-threatening condition, serious injury, chest pain, shortness of breath or loss of consciousness, the User must immediately call 112 (or the emergency number of the country they are in) or go to the nearest emergency department. Cases found to be of high urgency in the preliminary assessment are routed to the on-duty doctor; this routing does not replace emergency care.

4.4. AI-assisted steps are advisory. The preliminary assessment, draft consultation note, draft discharge summary, recovery photo analysis and translation may be carried out with AI support; each is evaluated by the Doctor and none on its own constitutes a medical decision. These steps run only with the User's separate explicit consent (Document A04).

4.5. Limits of remote consultation. Assessments requiring physical examination, interventional procedures or devices cannot be performed remotely; where the Doctor considers it necessary, they may refer the User to a face-to-face examination or an emergency department and end the consultation on that ground. No e-prescription is issued through the Platform; the Doctor's medication and procedure recommendations are for information (see Document A03, Section 3).

4.6. The Doctor's position. The Doctor is independent in their professional decisions and is personally responsible for the clinical opinion given, the records prepared and compliance with professional/ethical rules. The Platform verifies the Doctor's professional documents; it makes no claim of "accreditation".

4.7. A Second Opinion is not binding. A second opinion does not replace the diagnosis and treatment plan of your current Doctor; the treatment decision belongs to the User and their treating doctor.

4.8. The health tourism preview is indicative. The package price, insurance premium, treatment duration and travel items shown are an estimated, non-binding preview; a binding offer arises only after the Doctor's clinical assessment and once the real booking flow is put into operation (Document A08).

4.9. Free Care is voluntary. The availability of a volunteer doctor is not guaranteed; applications are queued. If treatment is required after the consultation, eligibility for treatment is subject to Ethics Board review; the Platform does not undertake to provide treatment, donations or funding.

4.10. Continuity. The Platform aims to provide the service without interruption; access may be temporarily suspended due to maintenance, updates, third-party provider outages or force majeure. The availability of a particular Doctor is not guaranteed.

5. CASE TYPES AND PROCESS

5.1. Talk to a doctor. The User enters their complaint → the preliminary assessment determines the appropriate specialty and urgency → mandatory documents are uploaded or an "I will provide them" declaration is given (a low-urgency case opened with missing documents does not enter the doctor pool until the documents are complete; the User receives one reminder per day) → consultation fee step (Section 6) → Doctor matching. If no Doctor in the specialty is online, the User chooses one of three options: (a) an immediate consultation with the on-duty doctor, (b) waiting for an appointment offer from a specialty doctor (the earliest available time is communicated; the User accepts or requests a change), (c) ending the process — in which case the case data is deleted and (if real payment was collected) the fee is refunded. At the end of the consultation the Doctor prepares a note and, where necessary, a report.

5.2. Second Opinion. The User uploads their file and documents (mandatory document check) → a doctor in the specialty accepts the case → the written opinion is prepared within the business-day range shown on the Platform (an "Estimated delivery" date is displayed) → the specialist may optionally offer a video consultation; the User accepts or requests a change of date. Fees: Section 6.

5.3. Health Tourism Planning. Clinical assessment comes first: the User enters their complaint and preferences, sees the indicative package preview and creates a request → the specialty doctor reviews and, where necessary, offers a consultation → after the Doctor's approval, the package and (simulated) booking → the journey stages (welcome, hotel, hospital, treatment, discharge) are tracked on the Platform. The health declaration for the insurance level is obtained with separate consent. The Document A08 liability notice applies to arrangements made outside AURA.

5.4. Free Care. The application is queued; the User is notified when a volunteer doctor becomes available → consultation → Ethics Board eligibility review if treatment is required.

5.5. Post-operative Follow-up. The Doctor starts the follow-up; the User completes the daily check-in form and may upload photos. If a warning sign is detected, the treating Doctor and the on-duty doctor are informed. Follow-up closes with the Doctor's "Complete follow-up" decision or when the period determined for the specialty expires; on closure, clinical staff access ends and the record remains with the User only. The User may reopen the follow-up.

5.6. Notifications. Process notifications are delivered in-app and (if permitted) as browser notifications; a User who has chosen the e-mail channel also receives them by e-mail; they will be delivered by SMS when the SMS channel is activated. Notifications contain no name or health information.

6. FEES, PAYMENT AND REFUNDS

6.1. Current position. The consultation fee, Second Opinion fee, package price, escrow amounts and insurance premiums shown on the Platform are a simulation; no payment card or bank details are requested from the User, no charges are collected and no policy is issued. The "payment" step represents the process flow.

6.2. Transition to real payment collection. When paid services begin, this Section will be updated together with the elements of the fee, the payment instrument, pre-contractual information for distance contracts, the right of withdrawal and its exceptions (performance of the service beginning, with the User's express approval, before the withdrawal period expires), refund and escrow rules; the version will be increased and the User will accept the agreement again. No fee is requested before real payment collection begins. A draft of these provisions is set out in Annex 1; Annex 1 is not in force until real payment collection begins.

6.3. Ethics Board decisions. The Ethics Board may decide on a full or partial refund relating to a booking (Section 9); today such decisions are applied to the simulated escrow.

6.4. Free Care is free of charge for the User.

6.5. When the User ends the process under Section 5.1(c), the case data at the preliminary assessment stage is deleted; a case in which a Doctor consultation has taken place cannot be deleted in this way (clinical record — Document A06).

7. USER OBLIGATIONS

7.1. To protect account security (password, device); on suspicion of unauthorised access, to change the password immediately or sign out of all devices.

7.2. To use the Platform only for their own health needs (or those of a relative under Section 3.4); not to use it for commercial or advertising purposes or as an intermediary on behalf of third parties.

7.3. The following are prohibited: uploading another person's data without consent · recording a remote consultation without the Doctor's knowledge and consent · insulting, threatening or harassing the Doctor or staff · attempting to circumvent the Platform's security mechanisms or collecting data with automated tools · occupying the on-duty doctor with a false urgency declaration · giving a Sharing Link to unauthorised persons.

7.4. Whether or not to follow the Doctor's recommendations is the User's decision; the User has the right to refuse treatment and is responsible for the consequences.

7.5. The User is responsible for meeting the technical requirements (camera, microphone, adequate connection); a device test is offered on the Platform before the consultation.

8. SHARING OF HEALTH RECORDS

8.1. The User may open the categories of their clinical records that they select (discharge summary · consultation note · laboratory · radiology) to a third party via a Sharing Link; the duration, password and download permission are the User's choice; the link may be revoked at any time; every access by the recipient is recorded and shown to the User.

8.2. The User is responsible for whom they give the link to and for the recipient's use. The Platform is not liable for the link and password being obtained by third parties, unless the Platform is at fault.

8.3. The User may export their clinical records in a standard (FHIR) format; storing and sharing the exported file is the User's responsibility.

9. ETHICS BOARD

9.1. The User may submit a complaint about the service process to the Ethics Board. The Board reviews the application without seeing the User's identity and obtains the defence of the Doctor or the party concerned.

9.2. The Board issues one of the following decisions: full or partial refund, change of supplier/doctor, warning, or no action; the decision is communicated to the User with its reasons. Decisions are in the nature of Platform-internal sanctions; the User's legal remedies are reserved.

9.3. No Ethics Board application is opened for treatment and travel arranged outside AURA (Document A08).

10. PERSONAL DATA

10.1. The processing of personal data is explained in Document A01; explicit consent for health data and AI steps is obtained separately. Acceptance of this agreement does not replace explicit consent.

10.2. The User may delete their account from the My Account page: personal data is deleted immediately; clinical records are closed to access for the statutory retention period and destroyed at its end (Document A01, Section 8 · Document A06).

11. INTELLECTUAL PROPERTY

11.1. The Platform's software, design, brand and the content produced by the Platform belong to the Platform; the User is granted only a non-transferable, limited right of use for personal purposes.

11.2. Documents uploaded and information entered by the User belong to the User; the User permits their processing for the purpose of providing the service (forwarding to the Doctor, translation, preparation of reports). Reports and notes prepared by the Doctor are the User's health record; the User may access and export them.

12. LIMITATION OF LIABILITY

12.1. The mandatory provisions of consumer legislation are reserved; this Section does not narrow the rights the User has as a consumer.

12.2. Liability arising from medical assessment, diagnosis, treatment and recommendations rests with the Doctor and the Clinical Service Provider; the Platform is responsible for the proper performance of the coordination and communication service.

12.3. The Platform is not liable for damage arising from incomplete/incorrect information given by the User, use contrary to Section 7, third-party provider outages (hosting, video relay, interpretation) or force majeure, unless the Platform has acted with intent or gross negligence.

12.4. The Platform is not liable for treatment, travel and agreements arranged outside AURA (Document A08).

13. SUSPENSION AND TERMINATION OF MEMBERSHIP

13.1. The User may end their membership at any time by deleting their account (Section 10.2).

13.2. The Platform may suspend or terminate membership in the following cases: (a) a declaration contrary to Section 3 (age, identity, another person's data), (b) breach of the prohibitions in Section 7.3, (c) insult/threat/harassment directed at a Doctor or staff, (d) an Ethics Board decision, (e) legal necessity.

13.3. A suspension or termination decision is communicated to the User with its reasons; the User may object via the in-platform request form (/kvkk-basvuru) within 15 days of the notice; the objection is answered with reasons within 30 days (periods are calendar days). If there is an open Remote Consultation or follow-up, a transition arrangement that does not endanger the User's health is made.

13.4. When membership ends, clinical records are retained and destroyed in accordance with Document A06.

14. AMENDMENTS

The Platform may amend this agreement. In the case of material amendments, the version number is increased, the change is announced on the Platform and renewed acceptance is obtained from the User at the next sign-in; if acceptance is not given, only the account deletion and record export functions may be used.

15. GOVERNING LAW AND JURISDICTION

15.1. This agreement is governed by Turkish law.

15.2. In consumer disputes, the competence of consumer arbitration committees and consumer courts and the jurisdiction of the court of the User's place of residence are reserved; for other disputes the Courts and Enforcement Offices of İzmir have jurisdiction.

15.3. For Users resident outside Türkiye, the mandatory consumer protection provisions of the law of their place of residence are reserved.

16. LANGUAGE

The Turkish text of the agreement is binding; the English text is the second canonical text and, in case of conflict with the Turkish text, the Turkish text prevails. Presentations in other languages are for information only.

17. ENTRY INTO FORCE

This agreement enters into force upon the User's acceptance at registration; the version and effective date are stated at the top of the document.

ANNEX 1 — PRE-CONTRACTUAL INFORMATION FOR DISTANCE CONTRACTS AND RIGHT OF WITHDRAWAL

Entry into force: the start of real payment collection — not applied and not published today.

A1.1. Provider details. The AURA platform operator (when the legal entity is incorporated, the legal name, address, MERSİS/tax number, e-mail and KEP address will be added to this section).

A1.2. Essential characteristics of the service and price. The service purchased (remote consultation · second opinion · health tourism package items), its total price including all taxes, the payment instrument and the time of performance are shown on screen before the payment step and delivered to the User on a durable medium (e-mail / account page).

A1.3. Right of withdrawal. The User may withdraw within 14 days of the conclusion of the contract without giving reasons. Exceptions: (a) services whose performance began, with the User's express approval, before the withdrawal period expired and which have been completed (a remote consultation that has taken place; a second opinion report whose preparation has begun); (b) services personalised at the User's request; (c) travel, accommodation and transfer items agreed for performance on a specific date. If the User wishes performance to begin before the withdrawal period expires, they approve this separately and accept that they lose the right of withdrawal to that extent.

A1.4. Notice of withdrawal and refund. Withdrawal is notified via the withdrawal form on the account page; the refund is made within 14 days of the notice by the same method as the payment instrument.

A1.5. Escrow. In the health tourism package, the amount paid is held in an escrow account until performance is completed; refund and release rules and the implementation of Ethics Board refund decisions are governed by this Section.

A1.6. Complaints. Consumer arbitration committees and consumer courts (Section 15.2).