The Carol mobile application (hereinafter also the “App“) is managed by CAROL S.r.l. (Tax Code/VAT No.: 16350161002), with registered office in 00195 Rome (RM), Via Eleonora Pimentel No. 2.
The services on our App are governed by the following general conditions of service (hereinafter also “Terms and Conditions” or “General Conditions“).
1.1 For the purposes of the application and of the interpretation of these General Conditions, the terms listed below will have, regardless of the use of the singular or plural, the meaning below:
1.2 The General Conditions of Service, available in favour of the Customer for the reproduction and storage pursuant to Article 12, Legislative Decree no. 70/2003, have as their object providing digital health services for individuals and communities, through an online virtual primary care platform, which is a mobile app that uses technology to provide a general practice service and digital health servicess to users.
Carol is a Health Service Provider Centre, authorised to provide private health services in the Lombardy Region, ATS Monza Brianza.
1.3 To guarantee the Services, Carol has set up and organised a network of doctors and health professionals used directly and/or exclusively in the project to efficiently allow them to deliver specific digital health services to compliant patients (hereinafter also “Health Professionals” or simply “Professionals”). All Healthcare Professionals are employed directly by Carol, and are registered in the relevant professional associations to which they belong. The (video) meeting between Users and Professionals is done through the selection of a clinical problem, the completion of a questionnaire and the verification of the availability of the Professional.
1.4 Carol will offer the following digital health and general medical services to the Beneficiaries:
2.1 All contracts will be concluded directly through access and registration to the App by the Customer or End User, carefully following the indications and guided procedures provided for in the various screens and what is reported below in Article 4.2 of these General Conditions.
2.2 Following registration on the App (in the manner provided for below in Article 4.2), the User will receive a confirmation email containing the details of the order itself (hereinafter also “Order Confirmation“).
2.3 The provision of the Services by the Supplier is subject to acceptance of these General Conditions by the User. 2.4 These conditions sales must be carefully examined “online” by the User, before the creation of your private account. Forwarding the Order Confirmation therefore implies full knowledge of these and their full acceptance. In fact, the Customer or End User, by sending the Order Confirmation, unconditionally accepts and undertakes to observe, in its relationship with the Supplier, the general and payment conditions illustrated below, declaring that you have read and accept all the indications provided by them pursuant to the aforementioned rules, also acknowledging that Carol does not consider itself bound by different conditions unless previously agreed in writing.
2.5 These general conditions are valid from 1 September 2022 and may be updated, integrated or modified, obviously having effect for the future, at any time by the Supplier, which will communicate it through the pages of the website and the mobile app; the conditions provided for in the introduction are an integral and essential part of this contract. 2.6 Sales transactions are governed for the Customer by the provisions of Italian Legislative Decree No. 206/2005 (Consumer Code), while the protection of confidentiality is subject to the regulations of Italian Legislative Decree 30/06/2003, No. 196, of EU Regulation 679/2016 and subsequent amendments and additions, for which reference is made to the relevant specific policy.
3.1 The services and conditions of sale on the website https://carol.health, within the limits of their availability – constitute for the Customer and for customers other than consumers, offered to the public and, therefore, require, for the conclusion of the contract, the acceptance of the same Customer, expressed through accurately filling out all sections and becoming a member online, following the on-screen instrctons and, finally, by selecting and, therefore, accepting the boxes with the words “ACCEPT CONDITIONS OF SALE” and “PRIVACY POLICY“.
3.2 The individual customers can request a service through the platform using the preferred payment. The price of each service is always summarised before purchase.
3.3 Cancellation is always possible but, in the case of a single paid service, the cost incurred will be refunded only if the cancellation takes place within 24 hours before the scheduled time for the appointment. If the cancellation or the request for transfer takes place after this time, the customer will lose the right to a refund to the amount spent. It should be noted that, in the case of a single paid service, it will not be possible to change the appointment in the 24 hours before the scheduled time.
3.4 In the case of a single paid service, the cost incurred will not be refunded if the customer does not show up or shows up late more than 10 minutes before the appointment.
3.5 The same rules as in points 3.3 and 3.4 are also applied in the case where the service has been booked using an agreement or a voucher to cover the cost of the single service.
3.6 Companies and funds that decide to buy Carol on behalf of its employees or members can pay by bank transfer, according to the methods indicated by the “framework” contracts with the companies themselves.
4.1 Subscription guaranteed services:
The services provided may vary depending on the membership chosen by the User and on the terms and conditions set out in the applicable corporate agreement.
4.2. How the service works and User registration:
4.3. Who can access the service:
Depending on the different type of subscription, the following Beneficiaries may access the Service:
In the event that both partners, married, civilly united or de facto cohabiting, are beneficiaries of a Business Membership, children can be enrolled in the household group dependent on only one of the two parents. Children cannot be included in the household at the expense of a parent who is a beneficiary of the service and is already registered in the household of another beneficiary.
Family members of the beneficiary of the service who are over 16 may not add their children.
Family members of the beneficiary of the service who are over 16 will be sent a link by email to download the app and use the Services.
In the case of children who use the Services autonomously, the right to inform the parent of relevant clinical situations is left to the discretion of the care team.
Family members of the beneficiary of the service who are under 16 will be able to use the services within the “master” app via the main account of the service beneficiary.
The number and type of family members included in the Subscription Plan vary depending on the type of plan subscribed.
4.4. Service levels:
Carol undertakes to provide the following Services:
5.1 Carol does not assume any liability for malfunctions attributable to force majeure such as accidents, explosions, fires, strikes and/or lockouts, earthquakes, floods and other similar events that prevented, in whole or in part, the execution within the times agreed to in the contract. 5.2 Carol will not be responsible with regards to any party or third parties in respect of damages, losses and costs suffered as a result of non-performance of the contract for the causes mentioned above, the Customer being entitled only to a refund of the price paid. 5.3 Carol is not responsible for any fraudulent use and offence that may be committed by third parties,with credit cards, cheques and other means of payment, on payment of the purchased products. Carol is at no time during the purchase procedure able to know the Purchaser’s credit card number which, upon opening a secure connection, is transmitted directly to the Stripe banking service manager. 5.4 Carol takes care to carefully select Professionals through one or more selection interviews and verify the veracity of the information reported, such as by checking membership in the Order of Physicians. Professionals are solely responsible for the services provided and the protection of Personal Data and data relating to the state of health of Users and the customer is aware and accepts that Carol s.r.l. is relieved of any liability that does not fall within those indicated in these general conditions of sale and in those described by the Privacy Policy of Carol. 5.5 Carol is responsible for the proper functioning of the platform that fulfils the mediation between demand and provision of medical aid. However, it will not be responsible for malfunctions or suspensions of the service due to third parties (by way of example and not limited to, malfunctions in hosting, the internet network, email provider, etc.) 5.6 In the event that Carol should be held liable for platform malfunctions, the parties agree that the compensation of the damage will be limited exclusively to the return of amounts already paid for unused services, without the possibility of compensation for any further damage, direct or indirect. <br
6.1 The Customer undertakes, once the “online” purchase procedure has been completed, to provide for the printing and storage of these General Conditions, which, moreover, they will have already viewed and accepted as an obligatory step in the purchase, as well as the specifications of the service that is the object of the purchase, and this in order to fully meet the conditions of Italian Legislative Decree No. 206/2005 (Consumer Code). 6.2 These general conditions may be updated or modified at any time by Carol, who will notify them through its website. For this purpose, the Customer undertakes, whenever there is a change in these general conditions, to provide for their printing and filing.
6.3 The Customer uses the services and platform owned by Carol for the sole purpose of receiveing the Services covered by these terms and conditions of service. Any other use is absolutely forbidden.
6.4 The User has the obligation to comply with the criteria of good faith and correctness in the use of the Services. The User also undertakes to ensure appropriate conditions for the consultation, including a private environment, a stable internet connection and respectful behaviour.
6.5 The User undertakes to:
6.7 The Customer indemnifies Carol from any liability arising from the issuance of incorrect tax documents due to errors relating to the data provided by the Customer, the Customer being the only one responsible for the correct entry. In any case, Carol reserves the right to legally prosecute any violation and abuse, in the interest and for the protection of themselves and all consumers.
6.8 In the event of non-compliance with the obligations referred to in the preceding paragraphs – in addition to any suspension of the Service and termination of the Contract, as better specified in the following article – the User shall be exclusively liable for the violations committed, with the express exclusion of liability borne by the Supplier.
7.1 The Supplier reserves the right to terminate the use of the Service and to terminate the contract entered into – and this without recognition of any compensation reimbursement and/or damages – if it should become aware that the User has violated the provisions of the previous Article 6 (“Obligations of the Customer”), as well as current legislation (including Reg. 2016/679 – GDPR), giving communication to the User by email. In this case, the Customer will have the exclusive right to refund any amount already paid for unused sessions.
7.2 The Supplier also reserves the right to suspend the Service and/or terminate the contract stipulated, in the event of non-payment.
7.3 In this regard – with reference to the two preceding paragraphs – the obligations assumed by the User referred to in Article 6, as well as the guarantee of the successful completion of the payment, are essential, so that by express agreement, the breach by the Customer of only one of said obligations will determine the legal termination of the contract pursuant to Article 1456 of the Italian Civil Code, without the need for a judicial ruling, made without prejudice to Carol’s right to take legal action for compensation for further damage. In such cases, the termination will take effect when the Supplier declares they are availing of the aforementioned express termination clause, by written communication sent by email.
7.4 The Supplier also reserves the right to suspend/terminate the use of the service or block access to the Service if it becomes aware of or deems, at its sole unquestionable judgment, that any of the following circumstances has occurred or is occurring:
In such cases, the Supplier will evaluate the material deemed “doubtful” at its sole discretion and, after notifying the User by email for clarification, will decide on the suspension and/or interruption of service. In any case, the Supplier reserves any claim and/or compensation or in any case provided for by the law on the person responsible for said violations.
7.5 The User acknowledges that the Supplier may suspend the Service in order to maintain, update and modify the Service or enable new services, giving notice to the User by means of the Portal and/or by giving prior communication by email to the User
8.1 The Consumer who, for any reason, did not consider themselves satisfied with the purchase of the Service has the right to withdraw free of charge from the contract stipulated, pursuant to Article 52 of Italian Legislative Decree No. 206/2005, within the term of 14 days from the day of receipt of the Order Confirmation, without incurring any penalty.
This right of withdrawal can only be exercised by Consumers. All Service Purchases carried out for purposes related to business or professional activity, or if a VAT number was inserted in the appropriate order form, do not enjoy this right.
8.2 To exercise the right of withdrawal referred to in the previous paragraph, the Consumer must, within the period indicated in Article 8.1, inform the Supplier of the will to exercise this right by email/certified email to the following address: support@carol.health. Following the check by Carol on the legitimacy of this withdrawal (by way of example, checking the consumer qualification of the User, respecting the deadline of 14 days, etc.), the Supplier will refund the Price.
9.1 By filling in the appropriate space that can be found on the website, the Customer authorizes Carol to use their credit card, or other card issued in lieu of the same, and to debit their current account to Carol for the total amount highlighted as the cost of the purchase made “online”. All the procedure is done via connection protected directly connected to the banking institution that owns or manages the “online” payment service, which Carol cannot access. Currently the transactions and data retention of cards are made through the Stripe service.
9.2 The Customer authorises Carol to send the relevant invoices for the health deduction to the Health Card System (STS), as introduced by Article 3, para. 3 of Italian Legislative Decree No. 175/14. The Customer who intends to oppose this transmission, as provided for in Article 3 of the Italian Ministerial Decree of 31/07/2025, can do so by notifying us in writing to support@carol.health.
10.1 In case of discrepancy, these General Conditions prevail over any other general purchase conditions of the User.
10.2 If any provision contained in the General Conditions is invalid, illegitimate, ineffective or otherwise not applicable, the remaining provisions contained in the General Conditions shall remain in full force and effect without modification. 10.3 A hypothetical statement of partial nullity, or of some of the clauses of the Terms and Conditions, Privacy Policy or Cookie Policy of Carol by the judicial authority, does not entail total nullity of the contract, with the latter remaining valid for clauses not declared null and void, which will continue to have full effect and validity.
11.1 The User’s data is processed by the Supplier in accordance with the provisions of the legislation on the protection of personal data, as specified in the appropriate section containing the information pursuant to Article 13 of Italian Legislative Decree of 30 June 2003, No. 196, as amended by Italian Legislative Decree 101/18 and Article 13 of EU Regulation 2016/679 (Privacy Policy).
11.2 For more information on the protection of personal data, the User may access the Privacy Policy at: www.carol.health/privacy, which can also be viewed by logging into Carol’s website.
In any case, please note that for the purposes of registration, the User is obliged to check the box with the words “PRIVACY POLICY” for acknowledgement, as provided above in Article 3.1.
11.3 To this end, Carol declares and acknowledges that it has duly carried out all the formalities and fulfilled all the obligations provided for by the GDPR and the Privacy Code and by the specific measures of the Authority Guarantor for the protection of personal data issued in this regard, observing any security measures suitable to guarantee the confidentiality of the data itself.
12.1 By entering into the agreement and accepting these Terms of Service, the User acknowledges and understands all the information provided in this notice regarding the telemedicine diagnostic service, as well as the methods of data processing and storage. The User therefore consents to the performance of the examination via telemedicine, under the conditions and safeguards described in this notice. The User also consents to the recording of all clinical, biological, audio and video data necessary for achieving the stated purpose, to be included in the doctor’s materials and/or documentation. The User declares that they have been informed that:
13.1 The General Conditions and the Contract are governed by Italian law and, in particular, by the Civil Code, from the Consumer Code, with specific reference to the legislation on distance contracts and by Italian Legislative Decree 9 April 2003, No. 70.
13.2 For any dispute relating to the application, execution, interpretation and violation of the General Conditions and purchase contracts stipulated “online” through the Carol site or the app, in the case of a Consumer User, the jurisdiction is that of the place of residence or elective domicile of the consumer, mandatory pursuant to Articles 33, para. 2, lett. u) and 66-bis of the Consumer Code.
In any case, the establishment of the European platform for online dispute resolution for consumers (the ODR platform), grants the Consumer the possibility of initiating an online dispute resolution procedure.
13.3 In the case of a non-consumer User, the exclusive jurisdiction of the Court of Rome is agreed.
Pursuant to and for the purposes of the provisions of Article 1341 of the Italian Civil Code, the User acknowledges that they have read and understood and that they have expressly approved the following clauses of the General Conditions: