Patient Rights, Privacy & Service Policies
Patient Rights, Privacy & Service Policies
Introduction
Welcome to Balidoc. We are committed to protecting your privacy, providing transparent services, and ensuring compliance with Indonesian law and international healthcare standards. This page explains how we work, including our Privacy Policy, Terms of Service, Refund and Cancellation Policy, Prescription Policy, and Patient Rights.
⚠️ Important: Balidoc is not an emergency service. If you are experiencing a medical emergency, please call 118 or your local emergency number immediately.
Privacy Policy
-
We collect only the personal information necessary for your consultation (name, medical history, allergies, current medications, travel, insurance details, etc.).
-
Information is shared only with licensed doctors, pharmacies, or laboratories directly involved in your care.
-
Data is retained as long as necessary to provide services and comply with medical record-keeping regulations.
-
We use strong security measures including encryption, multi-factor authentication, access controls, and monitoring.
-
You may request access to or deletion of your data at any time by contacting info@balidoc.com.
-
We may use essential cookies for website functionality. Analytics or advertising cookies may also be used with your consent to improve our services.
-
We comply with Indonesian law and apply international best practices, including principles from HIPAA and GDPR, to protect patient privacy.
Terms of Service
Service Description
-
Balidoc connects patients with licensed General Practitioners (GPs) and specialists for online video consultations.
-
Prescriptions are issued only at the discretion of licensed doctors and are not guaranteed after a consultation.
-
Controlled substances may only be prescribed by licensed specialists, where legally permitted.
-
Not for emergencies: If you have a medical emergency, call your local emergency number immediately.
Eligibility
-
Services are intended for patients 18 years and older.
-
Patients under 18 may only use Balidoc under parental or guardian consent and supervision.
Free First Consultation
-
Your first general consultation with a Balidoc GP is free of charge.
-
This consultation is informative in nature, designed to discuss your medical concerns and determine if further services are required.
-
This offer does not apply to specialist consultations, packages, or subscription services.
Paid Services
-
Any follow-up consultations, prescriptions, specialist appointments, or packages require payment through our secure system.
-
Each service is billed separately (no recurring charges unless explicitly stated).
-
All paid services are subject to our Refund and Cancellation Policy.
Patient Conduct
-
Patients must provide accurate information and act respectfully during consultations.
-
Use of the service while intoxicated or in an abusive/discriminatory way is prohibited.
Intellectual Property and Data Ownership
-
Platform design, text, and graphics are owned by Balidoc.
-
Medical records belong to the patient. Balidoc processes them only in line with our Privacy Policy.
Limitation of Liability
-
Doctors act in their professional discretion; treatment outcomes are not guaranteed.
-
Balidoc is not liable for indirect, incidental, or consequential damages.
Refund and Cancellation Policy
Free First Consultation
-
The first consultation with a Balidoc GP is free and does not require payment.
-
Patients may reschedule or cancel this consultation at any time at no cost.
Paid Services
-
Follow-up services may involve costs, such as prescriptions, referrals, lab tests, packages, or medication delivery.
-
Rescheduling or cancellation depends on how far the service has been organized.
-
If no costs have been incurred yet, a full refund or reschedule will be offered.
-
If costs have already been incurred (e.g., transport booked, pharmacy prepaid), refunds will be reviewed on a case-by-case basis and a partial refund or credit may be issued.
Refund Eligibility
Refunds may be granted if:
-
The service was not provided.
-
Technical issues on our side prevented the consultation.
-
A licensed third-party partner failed to deliver a prepaid service.
Refunds will not be issued if:
-
The service was successfully delivered.
-
The patient missed or failed to attend.
-
Dissatisfaction is based solely on the medical outcome (as treatment results cannot be guaranteed).
Refunds are processed within 5 business days to the original payment method.
Prescription Policy
Prescribing Authority
-
Prescriptions are issued only after an online video consultation with a licensed physician or specialist.
-
Prescriptions are always at the doctor’s professional discretion.
-
Balidoc does not prescribe medications; it functions solely as a platform connecting patients with healthcare professionals.
Scope of Prescriptions
-
GPs: May prescribe medications permitted under Indonesian law.
-
Specialists: May prescribe controlled substances (psychiatric medications, narcotics) if legally allowed, and if the specialist determines an online consultation is sufficient.
-
Certain medications (e.g., Ozempic): May require laboratory tests before being prescribed.
Fulfillment
-
Patients may receive a physical paper prescription delivered in person.
-
Patients may also choose to have medications delivered through licensed partner pharmacies with whom Balidoc has legal agreements.
Prohibited Prescriptions
-
No prescriptions are issued without a prior consultation.
-
Prescriptions are not guaranteed after a consultation.
-
Medications prohibited under Indonesian law or international regulation will not be prescribed.
Patient Rights
As a patient using Balidoc, you have the right to:
-
Access clear and transparent information about services and fees.
-
Have your privacy and medical data protected.
-
Decline treatment or seek a second opinion.
-
Be treated with respect and dignity by all staff and healthcare providers.
Contact Information
For questions regarding privacy, terms, refunds, or prescriptions, please contact us at:
📧 info@balidoc.com