Terms and Conditions

1. About Pride Health

Pride Health is a digital health platform that facilitates access to telemedicine services, healthcare consultations, and care coordination. All medical consultations are conducted by licensed medical practitioners operating under Serene Hospital’s telehealth license in Thailand, in accordance with applicable laws and regulations. Pride Health does not itself provide medical treatment or dispense medication.

Pride Health operates as a technology platform connecting users with licensed healthcare providers. Where applicable, services may also involve coordination with healthcare providers across the region, subject to local regulations.

2. Nature of Services

By using Pride Health, you acknowledge and agree that:

  • Pride Health provides access to telemedicine consultations and care coordination services, and does not replace in-person medical care where required
  • All medical advice, diagnosis, and prescriptions are provided solely by licensed doctors, based on:
    • Information submitted by you
    • Clinical judgment during consultation
  • You are responsible for ensuring that all information provided is accurate and complete
  • Telemedicine services may not be suitable for all conditions. In case of emergency, you must seek immediate in-person medical attention
  • Prescriptions are:
    • Issued in accordance with applicable medical regulations
    • Valid only within the jurisdiction in which they are issued, unless otherwise permitted by law

3. Medication & Fulfilment

Where medication is prescribed:

  • Fulfilment is handled exclusively by licensed partner clinics, hospitals, or pharmacies
  • Pride Health does not sell, dispense, or distribute medication directly
  • Medication availability is subject to:
    • Stock availability
    • Regulatory restrictions
    • Location and delivery feasibility

4. Payments

Payments on Pride Health may include:

  • Consultation fees
  • Subscription plans
  • Medication-related charges (where facilitated through licensed partners)

By making a payment, you agree that:

  • Payment is required prior to service delivery, unless otherwise stated
  • Certain services may involve separate transactions, including consultation and medication fulfilment
  • You confirm that you are authorized to use the selected payment method

All payments are processed through third-party payment service providers and are subject to their respective terms and conditions.

5. Cancellations

You may request a cancellation prior to the delivery of services or fulfilment of orders.

Where a cancellation is requested due to:

  • Change of mind
  • Change of personal plans
  • User error (including incorrect or incomplete information provided)

👉 A 10% cancellation fee will be retained to cover administrative, operational, and payment processing costs.

Once:

  • A consultation has been conducted, or
  • A prescription has been issued

the service is considered fulfilled and is non-cancellable and non-refundable, except where required by applicable law.

6. Refund Policy

Refunds will only be issued under circumstances where the issue is attributable to Pride Health or its partners, including:

  • Medication is out of stock after payment
  • Delivery failure or significant delay caused by provider-side issues
  • Errors in processing attributable to Pride Health

Refund terms:

  • Refunds will be processed to the original payment method
  • It may take up to 7 business days for the refund to be reflected on your statement

Refunds will not be granted for:

  • Change of mind or personal circumstances
  • User error (including incorrect information submitted)
  • Dissatisfaction with medical outcomes where services were properly rendered

Where a refund is requested due to user-related reasons, the 10% cancellation fee remains applicable and non-refundable.

7. Disputes & Support

If you have any concerns regarding your service, order, or payment:

👉 Please contact: support@pridehealth.care

Pride Health will:

  • Review all disputes in good faith
  • Work with relevant healthcare or fulfilment partners where necessary
  • Respond within a reasonable timeframe

8. Data Privacy & Protection

Pride Health is committed to protecting your personal and health information in accordance with applicable laws, including Thailand’s Personal Data Protection Act (Pride Health is committed to protecting your personal and health information in accordance with applicable laws, including Thailand’s Personal Data Protection Act (PDPA).

By using the platform, you consent to the collection, use, and processing of your data for:

  • Telemedicine consultations and clinical assessment
  • Care coordination and treatment fulfilment
  • Payment processing and transaction management
  • Service improvement and operational purposes

Data collected may include:

  • Personal identification information
  • Medical history and consultation records
  • Prescription and treatment information
  • Payment and transaction data

Your data may be shared with:

  • Licensed doctors providing consultation
  • Partner clinics, hospitals, and pharmacies for fulfilment
  • Payment service providers for transaction processing

Security & Safeguards

Pride Health implements appropriate technical and organizational safeguards to protect your data, including:

  • Secure storage and encryption of sensitive information
  • Access controls restricting data to authorized personnel and licensed healthcare providers
  • Monitoring and protection against unauthorized access, disclosure, or misuse

Where applicable, Pride Health utilizes infrastructure and service providers that are designed to meet international healthcare data protection standards, including HIPAA-compliant solutions, to support the secure handling of medical information.

Pride Health does not sell your personal or medical data to third parties.

9. Limitation of Liability

To the extent permitted by law:

  • Pride Health acts solely as a platform facilitating access to healthcare services
  • Medical advice and treatment decisions are the responsibility of the consulting licensed doctor
  • Medication fulfilment is the responsibility of the licensed pharmacy or healthcare provider

Pride Health shall not be liable for:

  • Clinical outcomes resulting from medical decisions
  • Delays or disruptions caused by third-party providers
  • User failure to comply with medical advice or regulatory requirements

10. Amendments

Pride Health reserves the right to update these Terms & Conditions at any time. Continued use of the platform constitutes acceptance of the updated terms.