Terms of Use and Service Coordination Conditions

1. Service provider and corporate structure

Cuba Health Assist is an international healthcare coordination brand operating within MYDN GROUP.

In providing the services, the following companies may act according to their respective operational and contractual roles.

Party to the contract

When a paid service is purchased, the contractual provider of that service is the company named in the information provided before payment and in the invoice or service document issued.

The fact that the companies operate under the same brand does not mean that they automatically assume joint contractual liability for all services. The responsibilities of the parties are determined according to the legal nature of the relevant transaction and the applicable legislation.

Healthcare, local coordination and travel services in Cuba are provided by the relevant institutions within the framework of collaborations with them; Cuba Health Assist helps coordinate these services.

All parties acting on behalf of Cuba Health Assist may act only within the scope of the duties and powers granted to them.

2. Acceptance of the terms of use

Visiting our website, reviewing our general information content or contacting us does not, on its own, mean that you have purchased a paid service.

A paid service contract is formed once the scope of the relevant service, its total price, the payment terms and the applicable pre-contractual information have been provided to you, the necessary approvals have been obtained and the order or payment has been completed in accordance with the relevant process.

Before purchasing a service, it is important that you review the Terms of Use, the relevant pre-contractual information, the Privacy and Personal Data Protection notice and the necessary consent documents.

Where required, explicit consent to the processing of personal health data is obtained separately from acceptance of the terms of use.

Consent to medical procedures, on the other hand, may be obtained by the relevant healthcare institution in accordance with its own procedures and the applicable legislation.

3. Nature and scope of our services

The services provided by Cuba Health Assist may vary according to the patient's needs and the stage their application has reached.

The services are generally considered in three stages.

3.1. Preliminary information and application support

Before applying, users can obtain general information about the available services, areas of specialisation, required documents and coordination processes.

The explanations provided at this stage do not constitute an individual diagnosis, treatment recommendation or decision on medical eligibility.

3.2. Paid coordination of the medical file assessment

Once the application has been accepted and the necessary payment has been completed, the following services may be carried out within the scope of the preliminary review service purchased:

• Receiving, checking and organising the application and medical documents.
• Identifying missing or illegible documents.
• Translating the necessary medical documents into Spanish and preparing them for the physician's review.
• Coordinating the forwarding of the file to the appropriate specialist physician or healthcare institution.
• Passing on to the applicant the assessment, request for additional documents or medical opinion received from the specialist physician.
• Explaining the available options and the next coordination stages according to the outcome of the assessment.

This service relates to carrying out the coordination and file assessment process.

A patient being accepted for a particular treatment, a particular medicine being prescribed or a favourable clinical decision being made is not a necessary result of the preliminary review service.

Unless otherwise stated in writing, additional physicians' opinions, a separate assessment of a new illness, repeated comprehensive reviews and special operations requested later may not be included in the preliminary review fee.

3.3. Coordination of treatment and health travel

If, after the physician's assessment, the patient wishes to proceed with one of the available options, additional coordination services may be offered.

These may cover the coordination of hospital appointments, the treatment schedule, document preparation, interpreting, visa processes, flights, transfers, accommodation, local patient support and post-treatment communication.

The scope and price of these services are set out in the written offer or separate service contract issued for the patient concerned.

Payment of the preliminary review fee does not mean that subsequent treatment or travel services have automatically been purchased.

4. Medical services and clinical independence

Cuba Health Assist's core role is to provide coordination between patients and authorised healthcare professionals.

Referring medical files to suitable physicians, planning appointments and passing physicians' opinions on to the user do not mean that Cuba Health Assist provides healthcare services directly.

Decisions on diagnosis, eligibility for treatment, treatment method, medicines, dosage and clinical follow-up fall within the professional authority and responsibility of the relevant physicians and healthcare institutions.

Cuba Health Assist does not direct or change physicians' clinical decisions and does not substitute its own assessment for those decisions.

Physicians' opinions are passed on to the patient or the authorised applicant in an understandable way. Questions about the medical content of an opinion are forwarded to the relevant physician where necessary.

For detailed information on the limits of medical content, treatment risks and emergencies, please see the Medical Information and Limits of Responsibility page.

5. Application and user obligations

The information you provide during the application must be accurate, up to date and complete.

• The medical documents uploaded must belong to the patient, be genuine and be unaltered.
• If you are applying on behalf of a patient, you must act with the patient's knowledge and consent or with valid authority of representation.
• Contact details are taken from the applicant, and notifications about the file are sent to the applicant. If these details change, you must let us know.
• If there is a significant change in the patient's state of health, sharing it with up-to-date documents is important for the accuracy of the assessment.

For applications made with misleading or incomplete information and documents, or with information and documents belonging to someone else, Cuba Health Assist may suspend the service. In that case, the outcome and duration of the physician's assessment may also be affected.

6. Fees and payment

The current amount of the preliminary review fee is clearly shown in the application and payment steps before payment is made. This fee is paid once.

Payment can be made by card or by bank transfer. For card payments, any transaction fee charged by the payment institution is shown separately on the payment screen. Card details are not stored in Cuba Health Assist systems.

Once payment of the preliminary review fee has been confirmed, the file is prepared for the physician's assessment and forwarded.

Applications for which payment is not completed are automatically deleted after 24 hours. Applications with a bank transfer receipt that could not be reviewed because of a weekend or public holiday are kept until the payment check is completed.

Treatment, hospital, medicine, visa, accommodation, flight, transfer and other travel costs are not included in the preliminary review fee. These costs are shown, item by item, in the pro forma or written offer prepared according to the option chosen by the patient, and are paid separately.

The prices of healthcare institutions and service providers may change. The period of validity of written offers is stated in the relevant offer.

7. Withdrawal, cancellation and refunds

The preliminary review fee is a consultation fee paid in return for the specialist physician reviewing your file.

• If you withdraw after paying but before your file is sent to the doctor, the preliminary review fee is refunded.
• Once your file has been sent to the doctor, the fee is not refunded, whatever the doctor's opinion.
• If the doctor asks for more documents, you do not pay an additional preliminary review fee.

You can send withdrawal and refund requests, together with your file number, to info@cubahealthassist.com. Refunds are made in a manner appropriate to the method by which payment was made.

Refund requests are assessed and decided by our finance team. Cubi does not approve refunds or give refund dates; it only explains the rule and passes your request to our finance team.

The cancellation and refund conditions for treatment and travel services are set out in the relevant written offer or contract. The cancellation rules of third-party service providers such as airlines, hotels and healthcare institutions may also apply.

This section does not remove the rights granted to consumers under the applicable legislation that cannot be limited by contract.

8. Timelines, missing documents and closure of the file

If your documents are complete, our target for the first specialist review is about 4 business days. If the doctor asks for more documents, it may take longer. This period is a target and starts once your documents are complete.

Documents that are missing or need to be renewed are notified to you in a single message with a deadline; you can upload the documents through your patient portal.

If the requested documents are not received by the stated date, your file may be closed after the final reminder. For closed files, the patient portal only shows that the file has been closed.

If you send the documents later, the coordination team may reopen your file.

9. Patient portal and account security

The patient portal is used to follow the status of the file, upload documents, view the physician's report and the treatment options, and communicate your decision.

You must not share your login details with others, and you must let us know immediately if you notice any suspicious activity on your account.

To close or delete your account, you can use the Account Deletion page. Records that must be kept by law may be retained for the relevant periods.

10. Notifications and communication channels

Notifications about your file are sent to the applicant's e-mail address and, if the applicant gives approval, to their WhatsApp number.

Detailed medical information is not sent via WhatsApp; the physician's report and medical documents are shared securely in the patient portal.

Our team is here for you every day from 09:00 to 21:00, Türkiye time (UTC+3), through our website and messaging channels. On WhatsApp we aim to reply within about 15 minutes. Messages sent outside these hours are not lost; we reply as soon as we can. On channels where Cubi is active, Cubi may also answer general questions outside these hours.

If you do not reply or complete your application after we have sent you an application link, we may send you one short, neutral reminder 24 hours later, and no more; it contains no health information. If you write STOP or something similar, you will receive no further automatic messages.

Cuba Health Assist's communication channels are not an emergency healthcare service. In an emergency, call the local emergency number of the country you are in.

11. Treatment, travel and third-party service providers

Hospitals, physicians, airlines, hotels and transfer service providers are independent organisations and provide their services under their own rules, fees and conditions.

Cuba Health Assist is not a healthcare institution; where needed, it can help coordinate travel, accommodation, transfers and related operational services. These services are not automatically included in the preliminary review fee; their scope and any fee are stated separately and in writing for each case. Visa decisions are made by the relevant consulate or authority; we cannot promise the outcome. We help you with the invitation letter and the documents required.

Cuba Health Assist is responsible for performing its own coordination service with due care. Responsibility arising from the services of third-party service providers lies with the relevant provider.

12. Cases where the patient cannot travel to Cuba

If a patient's state of health does not allow travel to Cuba, in suitable cases treatment may be started in the country where the patient is located, under the supervision of the patient's own physician, with the physicians in Cuba following the process jointly. This route is possible in many countries around the world.

Medicines that the physicians consider appropriate may be sent to that country at the patient's request, under special transport conditions and within the framework of the destination country's import, licensing and authorisation rules. Cuba Health Assist does not provide or start the treatment; it coordinates the process.

This route is not suitable for every patient, every treatment, every country or every situation. The physicians decide on suitability; shipment depends on the destination country's rules and the relevant authorisation procedures. The scope and fee of the service are confirmed separately in writing.

13. Cubi and our use of artificial intelligence

Cubi · AI-powered Digital Patient Coordinator gives general information about the process, documents, the preliminary review fee and application stages, helps you with your application and, where needed, passes your message to the right team. Cubi does not diagnose, does not interpret medical documents, does not give personal treatment recommendations, does not decide on medicines or doses and does not take the place of physicians. You can speak to a member of our team at any time.

AI support may be used in the preliminary check of documents and in translation processes; these processes are carried out under the supervision of the coordination team. No automated decision is made on eligibility for treatment.

Information given by Cubi is general in nature. For fees, timeframes and the status of your file, our system records, the information our team sends you in writing and these Terms of Use prevail.

Just before Cubi's first reply on a channel, it sends one short automatic notice with a link to our privacy notice. By writing to Cubi and continuing the conversation after this notice, you agree to your messages being processed through our AI service provider. If you do not want AI processing, write STOP, "I don't want Cubi" or "I don't want AI" on the same channel at any time, or send an e-mail to info@cubahealthassist.com. From then on, your messages on that channel are not sent to the AI service provider. Your application is not affected. Details are in section 7 of the Privacy and Personal Data Protection notice.

14. Intellectual property and use of the website

Unless otherwise stated, the texts, designs, logos, images and software on the website belong to MYDN GROUP or its licensors. This content may not be copied, reproduced or used for commercial purposes without permission.

Using the site for unlawful purposes, attempting to gain unauthorised access to systems, placing an excessive load on the site with automated tools or acting under someone else's identity is prohibited.

The owners of third-party websites linked from the site are responsible for their content.

15. Scope and limits of liability

Cuba Health Assist is responsible for performing its own coordination services with due care and in accordance with these terms.

The medical decisions and procedures of independent physicians and healthcare institutions, treatment outcomes, the decisions of official authorities, the services of third-party service providers and the consequences of incorrect or incomplete information provided by the user fall outside the scope of Cuba Health Assist's coordination service.

Nothing in these terms removes liability arising from intent or gross negligence, or legal liabilities and consumer rights that cannot be limited under the applicable legislation.

16. Force majeure

Events beyond the control of the parties, such as natural disasters, epidemics, war, sanctions and embargo decisions, flight cancellations, power and communication outages and decisions of official authorities, may cause the service to be delayed or changed.

In such a case, we will inform you without delay and assess the possible alternatives together with you.

17. Protection of personal data

The processing of your personal and health data is subject to the Privacy and Personal Data Protection, Data Processing Notice, Medical Data Consent and Cookie Policy texts.

18. Changes to the terms

Cuba Health Assist may update these terms in line with changes to the scope of the service, the technical infrastructure or the legislation. The current version is published on this page.

For ongoing paid services, unless the legislation requires otherwise, the terms accepted on the date the service was purchased apply.

19. Applicable law and resolution of disputes

We aim to resolve disputes first in good faith and through direct communication; you can send your complaints to info@cubahealthassist.com.

Turkish law applies to applicants living in Türkiye. Consumers may apply to Consumer Arbitration Committees or Consumer Courts within the monetary limits set under Law No. 6502 on Consumer Protection.

For applicants living in other countries, the applicable law and the competent authority are stated in the information provided before payment and in the service document. The rights of consumers arising from the mandatory provisions of the country in which they reside are reserved.

20. Contact