Terms and conditions

  1. General Provisions

1.1 Scope of Application

These Terms and Conditions (“T&C”) govern the relationship between sicknote.com, operated by Sicknote OÜ, a Private limited company registered in Estonia with registration number 17138961 (hereinafter referred to as “sicknote,” “Provider,” “we,” “us,” or “our”) and the users of our services (hereinafter referred to as “User,” “you,” or “your”). By accessing or using our services, you acknowledge that you have read, understood, and agree to be bound by these T&C. If You do not agree with any part of these terms, you must not use our services.

1.2 Service Description and Healthcare Compliance

Sicknote.com provides a digital healthcare platform that facilitates remote medical consultations for the purpose of obtaining medical certificates for temporary incapacity to work (sick notes) and related medical services. Our platform connects Users with licensed healthcare professionals who can assess health conditions and issue medical documentation when clinically appropriate.

All healthcare services provided through our platform comply with applicable healthcare regulations, medical practice standards, and telemedicine laws in the jurisdictions where we operate. Our platform and the medical professionals using it adhere to all relevant healthcare regulations, including:

  • General Data Protection Regulation (GDPR) (EU) 2016/679
  • EU Directive 2011/24/EU on patients’ rights in cross-border healthcare
  • Electronic Commerce Directive 2000/31/EC
  • Professional standards established by relevant medical regulatory bodies in the EU member states and UK
  • Requirements for proper documentation, record-keeping, and patient confidentiality

1.2.1 Compliance Monitoring 

Sicknote.com maintains a comprehensive compliance program to ensure adherence to all applicable healthcare regulations, privacy laws, and telemedicine standards. We regularly review our practices, conduct internal audits, and update our policies to reflect changes in applicable laws and regulations.

1.3 Country-Specific Sick Note Compliance

Our platform ensures that all medical certificates for incapacity to work (“sick notes”) comply with the specific regulatory requirements of the country where the user is located. Healthcare professionals issuing sick notes through our platform are familiar with and adhere to the relevant national regulations regarding format, content, and validity period of such certificates. Users acknowledge that the format and legal recognition of sick notes may vary by country.

1.4 Contractual Relationship and Regulatory Compliance

By using our platform, you enter into two separate contractual relationships: 

  1. A contract with Sicknote.com regarding the use of our digital platform and associated services. 
  2. A separate contract with the healthcare professional providing the medical consultation and assessment.

Each party is separately responsible for fulfilling their respective contractual obligations and regulatory compliance requirements. All healthcare professionals providing services through our platform:

  • Hold valid and current medical licenses in the jurisdictions where they practice
  • Have appropriate qualifications, credentials, and training to provide the services offered
  • Are independently verified and vetted before being permitted to use our platform
  • Maintain their own malpractice insurance coverage

1.5 Amendments to Terms

We reserve the right to modify these T&C at any time at our sole discretion. Any changes will be effective immediately upon posting on our website. Users will be notified of significant changes via email or through notices on our platform. Continued use of our services after such modification constitutes acceptance of the updated T&C. It is your responsibility to review these T&C periodically for changes.

  1. Registration and User Accounts

2.1 Account Registration and Identity Verification

To access our services, you must register and create a user account by providing accurate, complete,and current information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to notify us immediately of any unauthorized use of your account or any other breach of security.

As part of our commitment to patient safety, regulatory compliance, and fraud prevention, we implement rigorous identity verification procedures, which include:

  • Verification of government-issued photo identification
  • Age verification to ensure compliance with minimum age requirements
  • Video or audio verification during consultations
  • Other verification steps as required by applicable regulations

We reserve the right to refuse service if we cannot adequately verify your identity or if we detect potential fraudulent activity.

Acceptable forms of identification may include:

– National Identity Card

– Health Insurance Card

– Passport or other official government-issued document containing your name, date of birth, issue date, and expiration date.

We maintain detailed records of identity verification for compliance and audit purposes.

2.2 Eligibility

2.2.1 Our services are available to individuals aged 18 or older who are physically located in, or legal residents of, a country within the European Union or the United Kingdom at the time of service.

2.2.2 Sicknote.com connects users with licensed, independent EU-based medical professionals who may issue legally valid medical sick notes (“fit notes”) when medically appropriate.

2.2.3 The sick notes provided are intended solely for short-term medical leave from work or studies. Our platform is not a substitute for ongoing medical care, comprehensive diagnosis, or in-person clinical evaluation.

2.2.4 By registering for and using our services, you confirm that you meet the eligibility criteria and understand the intended use and limitations of the service.

You must not access or use our services from any jurisdiction where such services are prohibited or restricted by local laws. It is your responsibility to ensure that your use of our services complies with applicable local laws.

2.3 Accuracy of Information and Medical History

You are required to provide truthful, accurate, and complete information about your identity, medical history, current symptoms, medications, allergies, and health condition. Providing complete and accurate information is essential for healthcare professionals to make appropriate clinical judgments.

Deliberate provision of false information may:

  • Result in immediate termination of your account
  • Lead to denial of services
  • Compromise the quality and safety of medical care provided
  • Violate healthcare fraud laws

You agree to update your information promptly if any changes occur that may affect your medical care.

2.4 Account Security

You are responsible for safeguarding your password and for restricting access to your account. You agree not to disclose your password to any third party and to take sole responsibility for any activities or actions under your password, whether or not you have authorized such activities or actions. We recommend using strong passwords and regularly updating them for enhanced security.

2.5 One Account Per Person

Each user is permitted to maintain only one active account on our platform. Creating multiple accounts using another person’s account is prohibited. This restriction helps ensure accurate medical records, appropriate care, and compliance with healthcare regulations.

  1. Medical Consultation Process

3.1 Nature of Service and Limitations

Our services provide remote medical consultations and are not intended to replace comprehensive in-person medical care or an ongoing relationship with a primary care physician. The services are strictly not suitable for:

  • Emergency situations requiring immediate medical attention
  • Life-threatening conditions
  • Conditions requiring physical examination, laboratory testing, or imaging studies
  • Mental health crises or suicidal ideation
  • Complex medical conditions that cannot be adequately assessed remotely

⚠️In case of medical emergencies or serious health issues, you should contact emergency services immediately by dialing the appropriate emergency number for your location (e.g., 911, 112, 999) or visit your nearest emergency department. Our service is designed for non-emergency conditions only.

3.2 Clinical Appropriateness and Medical Standards

All medical services provided through our platform adhere to recognized clinical practice guidelines and standards of care. Healthcare professionals will:

  • Conduct appropriate medical assessments according to established clinical standards
  • Issue medical certificates only when clinically justified based on objective findings
  • Provide recommendations consistent with evidence-based medicine
  • Document the consultation thoroughly in accordance with medical record requirements
  • Refer patients to in-person care when the condition cannot be adequately assessed or treated remotely

Medical certificates are issued at the sole clinical discretion of the consulting healthcare professionals based on their professional assessment. Payment for consultation services does not guarantee the issuance of a medical certificate.

Sicknote.com maintains a clinical quality assurance program that includes periodic review of consultations to ensure consistent quality and adherence to medical standards.

3.2.1 Medical Necessity Standards

All medical certificates issued through our platform are based on strict medical necessity standards. Healthcare professionals will only issue sick notes when:

– There is a legitimate medical condition warranting time off work/studies

– The condition has been properly assessed according to telemedicine standards

– The duration of recommended absence is clinically appropriate for the condition

– Complete documentation of the medical justification is maintained in the medical record

Each consultation undergoes regular quality review to ensure adherence to these standards.

3.3 Healthcare Professional Qualifications and Independence

  • All consultations are provided by independent, licensed healthcare professionals who:
  • Have undergone verification of their credentials, qualifications, and good standing with relevant regulatory bodies
  • Make their own medical judgments according to their professional duties and applicable standards of care
  • Are not employees of Sicknote.com but independent contractors or practitioners

Sicknote.com does not direct, influence, or incentivize any medical decision-making, including the issuance or denial of medical certificates. Healthcare professionals reserve the right to refuse treatment if, in their professional judgment, the requested services are not medically appropriate or if the platform is not suitable for your specific medical needs.

3.4 No Prescription Services

Sicknote.com does not offer prescription services of any kind. Our platform is designed exclusively for the assessment and issuance of medical certificates for temporary incapacity to work (“sick notes”) when medically appropriate. Healthcare professionals on our platform will not prescribe, recommend, or provide any medications, controlled substances, or other prescription items under any circumstances. If medication is required for your condition, you will be advised to consult with your primary care physician or visit an appropriate in-person healthcare facility.

3.5 Prohibited Medication Requests  

Sicknote.com prohibits users from using the platform to attempt to obtain controlled substances, habit-forming drugs, lifestyle medications (such as erectile dysfunction or weight loss drugs), or any high-risk medications. Requests for such substances will not be processed, and users may be banned and reported where appropriate.

  1. Fees and Payment

4.1 Service Fees

Our fees are clearly displayed on our website before you confirm your order. The displayed fees include all applicable taxes and charges unless explicitly stated otherwise. We reserve the right to change our fees at any time, but changes will not affect orders already placed and confirmed.

4.2 Payments 

All payments must be made in advance of receiving our services. By providing payment information, you represent and warrant that you are authorized to use the designated payment method and authorize us to charge your payment method for the total amount of your order including taxes, fees, and any other charges noted at checkout. Our merchant descriptor (billing statement) appears as “SICKNOTE COM” on your credit‑card or bank statement.

4.3 Billing and Invoices

Following completion of payment, an electronic invoice will be issued and made available in your user account and/or sent to your registered email address. You agree to electronic delivery of invoices.

4.4 Refund Policy

Refunds may be issued under specific circumstances as outlined below and in our detailed Refund Policy, which is incorporated by reference into these T&C:

  • If the healthcare professional is unable to conduct the consultation for any reason, you will receive a full refund.
  • If technical issues on our platform prevent the consultation from taking place, you will receive a full refund.
  • No refunds will be provided after a consultation has been completed, regardless of whether a medical certificate was issued, as the fee covers the professional assessment service and not the outcome.

In cases where you believe our services have not met legal requirements or professional standards,you may request a review of your case for a potential refund by contacting our customer support team. 

If you believe you are entitled to a refund due to an error or service issue, you must notify our support team within 7 calendar days of the consultation.

  1. Privacy and Data Protection

5.1 Data Processing and Healthcare Privacy

We process your personal and health data in accordance with our Privacy Policy and applicable data protection and healthcare privacy laws, including but not limited to the General Data Protection Regulation (GDPR) where applicable. By using our services, you consent to such processing as described in our Privacy Policy, which is incorporated by reference into these T&C. We store all patient data on secure servers located in the European Economic Area (EEA) in compliance with GDPR, and implement safeguards for cross-border data transfers between the EU, UK, and other permitted regions.

5.2 Medical Confidentiality and Protected Health Information

All medical information shared during consultations is subject to medical confidentiality laws and professional ethical standards. Healthcare professionals providing services through our platform are bound by professional confidentiality obligations and will handle your information in accordance with applicable healthcare privacy laws and regulations. We maintain appropriate administrative, technical,and physical safeguards to protect the privacy and security of protected health information (PHI).

5.3 Communication and Appointment Reminders

By using our services, you consent to receive electronic communications from us related to your account and the services, including appointment reminders, follow-up communications, service updates, and administrative messages. These communications are considered part of our services and are necessary for the proper provision of care. You may also opt in to receive marketing communications, which you can opt out of at any time.

5.4 Medical Records and Record Retention

We maintain medical records in accordance with applicable healthcare regulations and data retention laws. Medical records are retained for the minimum period required by applicable laws and regulations, typically a minimum of 7 years from the date of last service or as required by country-specific healthcare regulations. You have the right to access your medical records as permitted by law. Requests for medical records should be submitted in writing to our customer service team at info@sicknote.com.

5.5 No Sale of Patient Data

Sicknote.com does not sell, rent, or trade patient data to third parties for marketing or commercial purposes. Any sharing of data with third parties is strictly limited to what is necessary for the provision of healthcare services, payment processing, legal compliance, or with your explicit consent.

5.6 Data Breach Notification

In the event of a data breach affecting your personal information, we will notify you and relevant regulatory authorities as required by applicable law. Notifications will be made without undue delay and will include information about the nature of the breach and steps taken to address it.

5.7 Data Subject Rights

In accordance with the GDPR and applicable data protection laws, you have certain rights regarding your personal data, including:

– Right to access your personal data

– Right to rectify inaccurate or incomplete data

– Right to erasure (“right to be forgotten”) in certain circumstances

– Right to restrict processing of your data

– Right to data portability

– Right to object to processing based on legitimate interests

– Right to withdraw consent at any time

To exercise these rights, please contact our Data Protection Officer at info@sicknote.com. We will respond to your request within one month as required by applicable law.

  1. User Obligations and Conduct

6.1 Appropriate Use

You agree to use our services only for their intended purpose and in compliance with these T&C, applicable laws, and regulations. You must not use our services for illegal, fraudulent, or harmful purposes. Our services are designed for personal use only, and you may not use the platform on behalf of another person unless you are legally authorized to do so (e.g., as a parent or legal guardian).

6.2 Medical Emergency Acknowledgment

You acknowledge that our services are not intended for medical emergencies or urgent conditions requiring immediate medical attention. In the event of a medical emergency, you should call emergency services or visit the nearest emergency department immediately.

6.3 Complete and Accurate Information

You agree to provide complete, accurate, and truthful information about your identity, medical history, current symptoms, and health condition during registration and consultations. Failure to provide accurate information may compromise the quality and safety of care provided and may result in termination of services.

6.4 Communication with Healthcare Professionals

You agree to communicate respectfully with healthcare professionals and provide prompt responses to any follow-up questions they may have regarding your health condition. You understand that healthcare professionals may need additional information to properly assess your condition and determine whether a medical certificate is appropriate.

6.5 Staff and Provider Training

All healthcare professionals and staff receive ongoing training in privacy, ethics, platform use, and healthcare regulations. This includes identifying situations requiring escalation or in-person care. Training is regularly updated to reflect new legal or technical standards.

6.6 Prohibited Activities

Users are strictly prohibited from:

– Seeking multiple consultations for the same condition to obtain different outcomes

– Providing false or misleading information about symptoms or medical history

– Attempting to obtain medical certificates without legitimate medical need

– Using our platform to obtain documentation for insurance fraud or disability claims

Sicknote.com monitors for potential misuse of our platform and reserves the right to implement additional verification measures or terminate accounts engaged in suspicious activities.

  1. Liability, Disclaimers, and Patient Safety

7.1 Medical Advice Disclaimer

The information provided through our platform, including general health information and resources, is for informational purposes only and should not be considered a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified healthcare provider with any questions you may have regarding a medical condition. Never disregard professional medical advice or delay in seeking it because of something you have read on our platform.

7.2 Patient Safety and Standard of Care

Patient safety is our highest priority. While we follow clinical standards for telemedicine, remote consultations have limitations compared to in-person care. Healthcare professionals may refer you to in-person care when appropriate, and outcomes may be affected by technical or observational limitations. We maintain strict clinical protocols to address such scenarios and support safe care delivery.

7.3 Employer and Institutional Acceptance  

While we strive to ensure the accuracy and legality of our services, we make no warranties or guarantees regarding specific outcomes, including the acceptance of sick notes by third parties. Sicknote.com is not liable for any loss, damage, or inconvenience caused by the refusal of a sick note by an employer, school, or other institution. It is your responsibility to verify whether such documentation will be accepted before using our services.

7.4 Limitation of Liability

To the maximum extent permitted by applicable law, Sicknote.com, its officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages. Our total liability for any claims arising from these T&C or our services shall not exceed the amount paid by you for the specific service giving rise to the claim.

7.5 Platform Availability and Technical Issues

We strive to maintain the availability and functionality of our platform but do not guarantee that our services will be available at all times or free from errors, interruptions, or technical issues. We will not be liable for any loss or damage arising from temporary unavailability of our platform due to technical issues, system failures, maintenance, or factors beyond our reasonable control.

7.6 Third-Party Services and Links

Our platform may contain links to third-party websites or services that are not owned or controlled by Sicknote.com. We have no control over, and assume no responsibility for, the content, privacy policies, or practices of any third-party websites or services. You acknowledge and agree that Sicknote.com shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any such content, goods, or services available on or through any such websites or services.

7.7 Indemnification

You agree to defend, indemnify, and hold harmless sicknote.com, its affiliates, officers, directors,employees, and agents from and against any and all claims, damages, obligations, losses, liabilities, costs or debt, and expenses (including but not limited to attorney’s fees) arising from:

  • Your use of and access to our services
  • Your violation of any term of these T&C
  • Your violation of any third-party right, including without limitation any intellectual property right, privacy right, or publicity right
  • Any claim that your actions caused harm to a third party
  • Your violation of any applicable laws or regulations

7.9 Force Majeure

Neither party shall be liable for any delay or failure in performance due to acts of God, earthquake, labor disputes, changes in law, regulation or government policy, riots, war, fire, epidemics, acts or omissions of vendors or suppliers, equipment failures, transportation difficulties, or other occurrences which are beyond the reasonable control of such party.

  1. Term and Termination

8.1 Term

These T&C shall remain in full force and effect while you use our services or maintain an account with us.

8.2 Termination by User

You may terminate your account at any time by following the instructions on our website or by contacting our customer support. Termination will be effective immediately upon receipt of your request. Any pending consultations or unfulfilled services at the time of termination may be completed or canceled according to our cancellation policy.

8.3 Termination by Provider

We reserve the right to suspend or terminate your access to our services at our sole discretion, with or without prior notice depending on the severity of the breach, for conduct that we believe violates these T&C or is harmful to other users, the Provider, third parties, or for any other reason. Grounds for termination may include, but are not limited to:

  • Violation of these T&C
  • Provision of false or misleading information
  • Fraudulent use of our services
  • Abusive behavior toward healthcare professionals or our staff
  • Suspected illegal activities
  • Pattern of seeking inappropriate prescriptions or medical certificates

8.4 Effects of Termination

Upon termination, your right to use our services will immediately cease. All provisions of these T&C that by their nature should survive termination shall survive, including ownership provisions, warranty disclaimers, indemnity, limitations of liability, and governing law.

8.5 Data Retention After Termination

Following termination, we will retain your personal data and medical records for the period required by applicable healthcare regulations and data protection laws. After the required retention period, your data will be securely deleted or anonymized. You may request a copy of your data before deletion as permitted by applicable law.

  1. Dispute Resolution and Legal Provisions

9.1 Governing Law

These T&C shall be governed by and constructed in accordance with the laws of Estonia, without regard to its conflict of law principles. 

9.2 Dispute Resolution

9.2.1 Informal Resolution

Before filing a claim against Sicknote.com, you agree to first contact us and attempt to resolve the dispute informally by sending a written notice of your claim by email to info@sicknote.com. The notice must include your name, address, and a description of the claim, including the relief you seek. We will make reasonable efforts to resolve the dispute informally.

9.2.2 Arbitration

If the dispute cannot be resolved informally within 60 days, any controversy or claim arising out of or relating to these T&C or our services shall be settled by binding arbitration under the ICC Rules of Arbitration, conducted in English, with the seat of arbitration in Tallinn, Estonia. The arbitrator’s award shall be binding and may be entered as a judgment in any court of competent jurisdiction.

9.2.3 Small Claims Court

Notwithstanding the foregoing, either party may bring an individual action in small claims court in Estonia if the claim is within the jurisdiction of such court.

9.3 Medical Complaint Resolution

For complaints specifically related to healthcare services or the conduct of healthcare professionals: 

  1. You may submit a complaint directly to our Clinical Quality Team at info@sicknote.com 
  2. Complaints will be reviewed by qualified medical professionals not involved in your care 
  3. We will acknowledge receipt of your complaint within 2 business days 
  4. We aim to provide a substantive response within 10 business days 
  5. You retain the right to file a complaint with the relevant healthcare regulatory body

This medical complaint process is separate from disputes related to platform functionality or billing issues.

9.4 Severability

If any provision of these T&C is found to be unenforceable or invalid under any applicable law, such unenforceability or invalidity shall not render these T&C unenforceable or invalid as a whole, and such provisions shall be deleted without affecting the remaining provisions herein. In such cases, the invalid provision shall be replaced with a valid provision that comes closest to the intended purpose of the original provision.

9.5 Entire Agreement

These T&C, together with our Privacy Policy, Cookie Policy, Refund Policy, and any other legal notices published by us on our website, constitute the entire agreement between you and Sicknote.com concerning our services and supersede all prior agreements, understandings, representations, and warranties, both written and oral, regarding our services.

9.6 No Waiver

Our failure to enforce any right or provision of these T&C will not be considered a waiver of such rights.The waiver of any such right or provision will be effective only if in writing and signed by a duly authorized representative of Sicknote.com. The exercise by either party of any of its remedies under these T&C will be without prejudice to its other remedies under these T&C or otherwise.

9.7 Relationship of the Parties

Nothing in these T&C shall be construed as creating a partnership, joint venture, agency, or employment relationship between you and Sicknote.com or between you and any healthcare professional providing services through our platform.

9.8 Contact Information

For questions about these T&C or our services, please contact us at:

Sicknote OÜ

Harju maakond, Tallinn, 

Kesklinna linnaosa

Pärnu mnt 141, 11314

Email: info@sicknote.com

Customer Support: info@sicknote.com

  1. Complaints

If you are dissatisfied with the service or wish to raise a concern about the medical consultation you received, please contact us at info@sicknote.com. You may also contact us via the information provided on our Contact page if your concern relates to customer service or technical issues.

  1. Healthcare Marketing and Communications

11.1 Marketing Claims

We do not make exaggerated, misleading, or unsubstantiated claims regarding health outcomes, treatment effectiveness, or guaranteed results. All communications regarding our healthcare services adhere to applicable advertising standards and healthcare marketing regulations. We do not promote our services as replacements for appropriate in-person medical care when such care is necessary.

11.2 Content and Marketing Disclaimer

The information provided on Sicknote.com, including but not limited to text, graphics, images, promotional content, and other material, is for general informational purposes only and does not constitute medical advice, diagnosis, or treatment. No material on the site is intended to be a substitute for professional medical advice or consultation with a qualified healthcare provider. Promotional or marketing materials do not represent a guarantee of service outcomes.

11.3 Transparency in Services  

We clearly disclose the qualifications of healthcare professionals, the limitations of remote consultations, and the non-emergency nature of our service. All marketing content and communications identify promotional material where applicable and avoid exaggeration or misleading claims.

11.4 Accessibility  

Sicknote.com is committed to providing accessible digital healthcare services. If you experience difficulties accessing any part of our website or platform due to a disability or other condition, please contact us at info@sicknote.com so we can assist you and improve our services.