These Terms and Conditions of use of the online store and/or website www.sancos.md and of the "Clinica Sancos" mobile app (available on Google Play) apply to orders for the services offered by CME SANCOS SRL and/or to online booking through the website and the app (hereinafter – the "Platform").
The services provided through the Platform facilitate access to the clinic's medical services. They include online booking and payment for the desired medical services (specialist consultations, laboratory tests, imaging examinations or medical packages) using online payment tools.
To use the Platform properly, we recommend that you read these Terms and Conditions carefully.
1. GENERAL PROVISIONS
We are glad you have visited the SANCOS clinic website/app! This website and this app are owned and operated by CME SANCOS SRL, IDNO 1004600048025, Chișinău, 16 Moscova Blvd. (hereinafter – the "Company", the "Seller", the "Provider" or "we").
When placing an order in the online store, the Buyer (hereinafter – "you") accepts the Terms and Conditions for the provision of services, based on the legislation of the Republic of Moldova (hereinafter – the "Terms and Conditions"), set out below.
Using the Platform implies accepting the Terms and Conditions offered by CME SANCOS SRL, in accordance with Law No. 284/2004 on electronic commerce. The relationship between the customer and the seller is governed by Law No. 105/2003 on consumer protection and other regulations adopted under it.
By ticking the relevant boxes, you agree to the Terms and Conditions and the Privacy Policy (section 5). You confirm that you have read and understood these documents (hereinafter – the "Agreements") and agree to comply with them. These Terms apply to all visitors, users and other persons who wish to access or use the Clinic's services.
If you do not agree with the Agreements (or cannot comply with them), you are free not to use the Platform. In that case, please let us know by e-mail at info@sancos.md, so we can try to find a solution.
Changes to the Terms and Conditions. The Seller reserves the right to change the Terms and Conditions by publishing the amended version on the Platform, and the Buyer is responsible for checking them periodically. Changes take effect on the date of publication and do not apply to orders already placed and confirmed by that date. Continuing to use the Platform after the amended Terms are published means you accept them; if you do not agree with the new terms, you are no longer authorized to use the Platform.
2. PROTECTION OF PERSONAL DATA
By ticking the consent box and submitting an order through the Platform, you agree to the collection and processing of the personal data needed to process, confirm and fulfill orders.
Personal data is processed only for legitimate purposes, such as: providing the services ordered, promotions, Google Analytics, cookies and notifications/newsletters.
All information containing personal data is stored and used only for as long as needed to achieve the purposes for which it was collected, in accordance with Law No. 195/2024 on the protection of personal data (which repealed Law No. 133/2011).
We use appropriate security measures to prevent unauthorized access, keep data accurate and ensure the correct use of information on the Platform. Data transmitted over the internet or a wireless network cannot be fully protected. Therefore, like other companies, we cannot guarantee the absolute security of the information the Buyer transmits; it is transmitted at the Buyer's own risk, except where the damage is caused by our fault.
3. PLACING AND PAYING FOR AN ORDER
Orders can be paid by payment card. When you receive the order/service, you will get a receipt confirming the payment.
Online payment is made with maximum security, using a bank card that allows online transactions. After paying, you will receive a payment confirmation at your e-mail address.
The payment processor uses a secure system based on the latest version of the 3D-Secure security standard, a global approach to authenticating buyers in secure online transactions. When paying, you are redirected to a secure maib page, where each cardholder is authenticated with a one-time code assigned to each online transaction.
Refunds are made only to the payment card used for the purchase.
To make a payment, you will need to enter your bank card details. This information is transferred with all the necessary security measures. It is transmitted in encrypted form and stored only on a dedicated server of the payment system.
The following details will be requested to make the payment:
- card number (16 digits);
- expiry date (month and year);
- CVC or CVV code (3 digits);
- the first and last name on the payment card;
- phone number;
- e-mail address.
If the card currency differs from the transaction currency (MDL), the issuing bank's conditions apply when converting the amount debited from the card account.
We reserve the right to cancel orders in justified cases (for example, incorrect or incomplete details, suspected fraud, inability to provide the service). In this case, the amount paid is refunded as described above.
Cancellation, withdrawal and refunds. A Patient/Buyer who wishes to cancel an order or appointment, withdraw from the contract or request a refund of the amount paid must contact us for this purpose by any of the contact methods listed in section 18 "Contact" (e-mail to info@sancos.md, phone at the numbers listed, or in person at the Clinic), stating their first and last name, the date and time of the appointment, the service ordered and the reason for the request. The request is considered received on the date the Company receives it by any of these methods. For identification, the Company may request additional details to confirm the identity of the requester.
Cancellations and withdrawals are reviewed by the Company in accordance with the legislation of the Republic of Moldova, including Law No. 105/2003 on consumer protection, and these Terms, depending on the nature of the medical service ordered and the timing of the request. Medical services already fully provided are not refunded, except in cases provided by law or where the service was provided improperly. If the service was partly provided, the value of the part not provided is refunded.
If the cancellation or refund is accepted, or is due under the law (including when the Company cancels or cannot provide the service), the Company will refund the amount paid within [____ calendar days] of accepting the request, only to the payment card used for the purchase. The actual time for the money to reach the card depends on the issuing bank and the payment processor and is not controlled by the Company.
The provisions of this section do not limit the consumer's mandatory rights under the legislation in force.
4. PROVISION OF SERVICES
After the order is placed, the Buyer is informed of the expected date of the service.
No services are provided on Sundays or national holidays. We will notify you if we face one of the isolated situations (technical failure, natural disasters, the employee responsible for the service cannot come for various reasons) and cannot provide the service at the agreed time; in that case we will offer to reschedule or, at your request, refund the amount paid.
We reserve the right to change or withdraw the Platform, as well as any service or material offered through it, for technical, organizational or legal reasons. We will not be liable if, for reasons beyond our control, all or part of the Platform is temporarily unavailable. From time to time we may restrict access to certain parts of the Platform or to the whole Platform, including for registered users. These measures do not affect your rights regarding services already ordered and paid for.
5. PRIVACY POLICY
In accordance with Law No. 195/2024 on the protection of personal data, the Service Provider processes personal data. Personal data is processed in good faith, on the basis of and in accordance with the law. Processing is done by mixed means (automated and manual), in compliance with legal requirements and under conditions that ensure the security and confidentiality of the data and respect for the rights of the data subjects.
The Provider collects and processes only the personal data that consumers provide when placing an order: first name, last name, phone number, e-mail address, address, postal address.
Personal data is used solely to administer the Platform, to give access to special information, to fulfill orders (including booking and providing medical services) or to contact the consumer about fulfilling the order. By this notice, users and consumers are informed that the personal data listed above will be processed and used. The Service Provider processes the personal data of users and consumers provided by browsing, using and registering on the website www.sancos.md and in the "Clinica Sancos" app.
The information provided by users and consumers of the Platform, together with ticking the consent box, constitutes their express consent for the Provider to use their personal data for the stated purposes. Consent can be withdrawn at any time by e-mail to info@sancos.md, without affecting the lawfulness of processing carried out before the withdrawal.
Health data and other medical data are processed in compliance with the special requirements of the personal data protection legislation, Law No. 263/2005 on the rights and responsibilities of the patient and Health Protection Law No. 411/1995, including medical confidentiality.
The Provider will not disclose any of the data it holds to a third party without the consent of the data subjects, and will not sell, exchange or disclose this data to other persons, except as provided by the legislation in force (at the request of state public institutions, law enforcement bodies or courts authorized to process personal data). Data may be shared, as far as necessary, with the Clinic's medical staff and with those who process data on behalf of the Provider (for example, the payment processor), under confidentiality and security obligations.
Personal data may also be processed and used by the Provider for statistical and later promotional purposes, with your consent where the law requires it.
The Service Provider meets the security requirements for personal data and protects consumers' data against loss, destruction, distortion/falsification or disclosure to third parties. The Provider's employees are obliged to keep consumers' personal data confidential. Personal data is processed by the Provider's authorized person. The Provider uses security methods and technologies in accordance with the legal provisions in force.
The Provider does not collect transaction information such as the card number, expiry date or country of origin; this is processed by the payment processor.
Under the legislation in force, you have the right to access your data, to rectification, to erasure, to restriction of processing, to object, to data portability, and the right to file a complaint with the national supervisory authority for personal data protection.
For more details and information, anyone interested can e-mail info@sancos.md or call the numbers listed in the "Contact" section.
6. USER ACCOUNTS AND ACCESS BY MINORS
The service is intended for access and use by persons aged at least 18. By accessing or using the Platform, you warrant and declare that you are at least 18 years old and fully able to enter into this agreement and comply with the Terms and Conditions. If you are under 18, you are not allowed to access and use the Platform; appointments for persons under 18 are made by a parent or other legal representative.
When you create an account with us, you warrant that the information you provide is accurate, complete and up to date. Inaccurate, incomplete or outdated information may cause the service to work incorrectly, or lead to your account being blocked or even closed, depending on the seriousness of the breach.
You are responsible for keeping your account and password confidential, including restricting access to your computer, device and/or account. You agree to accept responsibility for all activities that take place under your account and/or password. You must notify us immediately when you learn of any security breach or unauthorized use of your account.
You may not use as a username the name of another person or entity, a name that is not lawfully available for use, a name or trademark that is subject to the rights of another person or entity (without proper authorization), or any offensive, vulgar or obscene name.
We reserve the right to refuse service, close accounts, remove or edit content or cancel orders in case of a breach of the Terms or the law, under sections 3 and 15.
7. COMMUNICATIONS, CONTESTS AND PROMOTIONS
Communications. By ticking the relevant box, you agree to receive newsletters, marketing or promotional materials and other information we may send. You can opt out of any or all of these communications at any time by e-mailing info@sancos.md or by using the unsubscribe option in the message.
Contests and promotions. Any contests, raffles or other promotions offered through the Platform may be governed by rules separate from these Terms and Conditions. If you take part in a promotion, please read the applicable rules and the Privacy Policy. If the rules of a promotion conflict with these Terms and Conditions, the promotion rules apply.
8. CONTENT PROVIDED BY USERS
The Platform allows us to store or make available certain information, text, graphics or other materials ("Content"). You are responsible for the Content you post through the Platform, including its legality, reliability and appropriateness.
By uploading Content, you declare and warrant that: (I) the Content is yours and/or you have the right to use it and to grant us the rights and license set out in these Terms; (II) posting the Content does not violate the privacy rights, publicity rights, copyrights, contractual rights or any other rights of any person or entity. We reserve the right to close the account of anyone found to infringe copyright.
You retain all rights to the Content you submit through the Platform and are responsible for protecting those rights. We take no responsibility for content added by you or any third party through the Platform. At the same time, by posting Content you grant us the right and license to use and/or modify it through the Platform, as far as needed to provide the services. This license includes the right to make your Content available to the medical staff of the Sancos Clinic, who may use your information in accordance with the personal data protection legislation (Law No. 195/2024) and section 5 of this document.
CME SANCOS SRL has the right, but not the obligation, to monitor and edit Content provided by users.
9. COOKIE POLICY
Definitions. In this Policy, the terms below have the following meanings:
- Cookie – a small amount of data generated by a website and saved by your browser, used to identify the browser, provide analytics and remember information about you, such as your language preference or login details;
- Company ("we", "our") – CME SANCOS SRL, Chișinău, 16 Moscova Blvd., responsible for your information under this Policy;
- Device – any internet-connected device (phone, tablet, computer, etc.) that can be used to access the Platform;
- Personal data – any information that, directly or indirectly, or in connection with other information – including a personal identification number – allows a natural person to be identified;
- Service – the service provided by the Sancos Clinic, as described in these Terms and on the Platform;
- Third-party services – advertisers, contest sponsors, promotional, marketing or analytics partners and others who provide our content or whose products or services we think may interest you;
- Website / App – the website www.sancos.md and the "Clinica Sancos" app on Google Play;
- You – the person or entity using the Platform or registered to use the Services.
What is a cookie. A cookie is a small text file stored on your computer or another internet-connected device. Cookies cannot be used to run programs or deliver viruses to your device.
Why we use cookies. We use our own and/or third-party cookies for purposes such as:
- making the Platform work and function properly;
- improving your experience and the speed and ease of browsing;
- personalizing your experience and understanding what is useful or may interest you;
- analyzing how the Platform is used and how best to personalize it;
- identifying future prospects and personalizing marketing, sales and analytics interactions.
What types of cookies we use. Cookies can be session or persistent cookies. A session cookie expires automatically when you close your browser. A persistent cookie remains until it expires or until you delete it; some expire after a few minutes, others after several years. Cookies placed by the website/app you are visiting are called "first-party cookies". We use the following categories:
- Essential (strictly necessary) cookies. These are needed for the Platform to work and cannot be switched off in our systems. They enable basic functions: security, network management, cookie preferences and accessibility. You can disable them in your browser settings, but we cannot guarantee that you will be able to use the Platform or that it will work properly.
- Performance and functionality cookies. These improve the performance and functionality of the Platform but are not essential. Without them, certain features (for example, videos) may become unavailable, or you may be asked to enter your login details on every visit.
- Analytics and personalization cookies. These collect information that helps us understand how the Platform is used and how effective our marketing campaigns are, and personalize the Platform for you. We use Google Analytics to collect limited data directly from users' browsers. You can find more information about how Google collects and uses this data at https://www.google.com/policies/privacy/partners/. You can opt out of Google Analytics by visiting https://tools.google.com/dlpage/gaoptout. We may also use other third-party providers to monitor and analyze the use of the Platform.
- Third-party cookies. Some cookies are not set by the Sancos Clinic. The Platform may include third-party content, and these third parties may set their own cookies in your browser/app. Third-party providers control many of the performance, functionality, advertising, marketing and analytics cookies. We do not control the use of these cookies, as they can only be accessed by the third party that set them.
How you can manage cookies. Most browsers let you control cookies through their settings. If you limit the Platform's ability to set cookies, your experience may be affected (it will no longer be personalized, and personal settings such as login details cannot be saved). Browser makers provide help pages on managing cookies.
Your consent. Essential cookies are used on the basis of our legitimate interest in keeping the Platform working. For the other categories of cookies, you give your consent through the options in the cookie banner or in your browser settings, and you can withdraw it at any time.
10. PROHIBITED USES
You may use the Platform only for lawful purposes and in accordance with these Terms. You agree not to use the Platform:
- in any way that violates the applicable legislation of the Republic of Moldova or applicable international regulations;
- to send, or cause to be sent, unsolicited advertising or promotional material, including "junk mail", "chain letters", "spam" or any similar solicitation;
- to impersonate or attempt to impersonate the Company, a Company employee, another user or any other person or entity;
- in any way that infringes the rights of others or that is illegal, threatening, fraudulent or harmful, or in connection with any illegal, fraudulent or harmful purpose or activity.
In addition, you agree not to:
- use the Platform in any way that could disable, overload, damage or impair it, or interfere with its use by any other party, including its ability to carry out real-time activities;
- use programs, robots or other automated devices, processes or means to access the Platform for any purpose, including monitoring or copying material from the Platform;
- use manual processes to monitor or copy material from the Platform, or for any other unauthorized purpose, without our prior written consent;
- use any device, software or method that interferes with the proper working of the Platform;
- introduce viruses, "Trojan horses", worms, logic bombs or other malicious or technologically harmful material;
- attempt to gain unauthorized access to the Platform, the server on which it is stored, or any other server, computer or database connected to the Platform, or to damage or disrupt them;
- carry out denial-of-service (DoS) or distributed denial-of-service (DDoS) attacks;
- take actions that may damage or falsify the Company's rating.
11. INTELLECTUAL PROPERTY AND COPYRIGHT
The Platform and its original content, features and functionality are and will remain the exclusive property of CME SANCOS SRL and its licensors. The Platform is protected by copyright and related rights legislation (including Law No. 139/2010), trademark legislation and other applicable laws of the Republic of Moldova, as well as by international treaties to which the Republic of Moldova is a party. Our trademarks may not be used in connection with any product or service without the prior written consent of CME SANCOS SRL.
Content found on or through the Platform is the property of CME SANCOS SRL or is used with its permission. You may not distribute, modify, transmit, reuse, download, repost, copy or use that content, in whole or in part, for commercial purposes or personal gain without our express prior written permission.
We respect the intellectual property rights of others and will respond to any notice that Content posted on the Platform infringes the copyright or other intellectual property rights of any person or entity. If you are a copyright owner, or authorized on behalf of one, and believe that a protected work has been copied in a way that constitutes infringement, please send your notice by e-mail to info@sancos.md with the subject "Copyright infringement", including a detailed description of the alleged infringement.
12. ERROR REPORTING AND FEEDBACK
You can send us information and feedback about errors, suggestions for improvement, ideas, problems, complaints and other matters related to the Platform ("Feedback") directly at info@sancos.md or through third-party sites and tools. You acknowledge and agree that: (I) you will not retain, acquire or assert any intellectual property right or other right, title or interest in the Feedback; (II) the Company may have development ideas similar to the Feedback; (III) the Feedback does not contain confidential or proprietary information of yours or of any third party; (IV) the Company has no obligation of confidentiality regarding the Feedback.
To the extent permitted by applicable law (including Law No. 139/2010), you grant the Company and its affiliates an exclusive, transferable, irrevocable, free, sublicensable right of use, unlimited in territory and valid for the duration of the legal protection of the Feedback (including copying, modifying, creating derivative works, publishing, distributing and marketing it), in any way and for any purpose. The author's moral rights, which cannot be assigned under the law, remain unaffected.
These provisions do not limit your rights as a consumer, including the right to file complaints about the services provided.
13. LINKS TO OTHER WEBSITES
The Platform may contain links to third-party websites or services that are not owned or controlled by CME SANCOS SRL. CME SANCOS SRL does not control and takes no responsibility for the content, privacy policies or practices of any third-party websites or services. We do not guarantee the offers of any of these entities/individuals or their websites.
You acknowledge and agree that, to the extent permitted by law, the Company will not be liable, directly or indirectly, for any damage or loss caused or allegedly caused by the use of, or reliance on, content, goods or services available on or through such third-party websites or services.
We advise you to read the Terms and privacy policies of any third-party websites or services you visit.
14. DISCLAIMER OF WARRANTY AND LIMITATION OF LIABILITY
Disclaimer of warranty. To the extent permitted by law, the Platform (the website and the app as software tools) is provided "as is" and "as available". The Company makes no warranties, express or implied, regarding the completeness, security, reliability, quality, accuracy or uninterrupted availability of the Platform, the absence of errors, the correction of defects, the absence of viruses or other harmful components on the server, or that the Platform will meet your needs or expectations. You use the Platform and its content at your own risk, to the extent permitted by law.
Limitation of liability. To the extent permitted by law, the Company, its managers, directors and employees are not liable for indirect, punitive, special, incidental or consequential damages, whatever the nature of the action (contract, tort or otherwise), including your violation of the law, even if the Company has been advised of the possibility of such damages. If the Company is found liable, its liability is limited to the amount paid for the services concerned.
Exceptions. The above provisions do not apply to and do not limit: (a) the Company's liability for harm caused to life or health, or for the quality of the medical services provided, which are governed by the legislation of the Republic of Moldova (including Law No. 263/2005 and Health Protection Law No. 411/1995); (b) liability for intent or gross negligence; (c) consumer rights under Law No. 105/2003 and other guarantees that cannot be excluded or limited under the legislation in force.
15. TERMINATION / CLOSING OF ACCOUNTS
We may close or suspend your account and restrict your access to the Platform in case of a breach of the Terms or the law, or on reasonable suspicion of fraudulent or abusive use of the Platform, with notice to you or, in urgent cases (for example, security risks), without prior notice. Suspending or closing the account does not affect your rights regarding services already ordered and paid for.
If you wish to close your account, you can stop using the Platform and request this by e-mail with the subject "Account closure" to info@sancos.md, after which your identity will be verified and confirmed.
Provisions of the Terms that by their nature should survive termination – including those on intellectual property, disclaimer of warranty, limitation of liability and data protection – will remain in force after termination.
16. GOVERNING LAW AND DISPUTE RESOLUTION
These Terms are governed by and interpreted in accordance with the legislation of the Republic of Moldova, in particular Law No. 195/2024 on the protection of personal data, Law No. 263/2005 on the rights and responsibilities of the patient, Health Protection Law No. 411/1995, Law No. 105/2003 on consumer protection and Law No. 284/2004 on electronic commerce, without regard to conflict-of-law provisions.
Any disputes will first be settled amicably, through negotiation, following a complaint sent to info@sancos.md. If the dispute cannot be settled amicably, it will be heard by the competent courts of the Republic of Moldova. The above does not limit your right to contact the competent consumer protection and personal data protection authorities.
Our failure to exercise a right or provision of these Terms will not be considered a waiver of that right. If a court declares a provision of these Terms invalid or unenforceable, the other provisions remain in force. These Terms constitute the entire agreement between us regarding the Platform and replace any previous agreements regarding the Platform.
17. CONFIRMATION AND ACCEPTANCE
By using the Platform or other services we provide, you acknowledge that you have read these Terms and Conditions and agree to comply with them.
18. CONTACT
Please send feedback, comments, technical support requests, etc. to the e-mail address: info@sancos.md.
CME SANCOS SRL contact details:
- Name: CME SANCOS SRL
- IDNO: 1004600048025
- Physical/registered address: 16 Moscova Blvd., Chișinău, Republic of Moldova
- E-mail: info@sancos.md
- Phone: +373 (22) 909 909
- Phone: +373 (22) 909 908
General Director: Valeriu OGLINDĂ