Terms of service

This is a translation of the Polish document. In case of any discrepancy, the Polish version prevails.

Terms of service of VitaFlow

Effective from 12 October 2026.

§ 1. General provisions

• These Terms set out the rules for ordering and providing paid services offered under the VitaFlow brand, in particular mobile healthcare services performed at a place indicated by the Patient.
• The Service Provider is: PULSE GLOBAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, ul. Hoża 86/410, 00-682 Warszawa, KRS: 0001183796, NIP: 9462755849, REGON: 542229912, phone: +48 883 583 158, e-mail: biuro@vitaflow.com.pl.
• The Service Provider operates under the VitaFlow brand and is registered in the Register of Healthcare Providers (RPWDL) under no. 000000296806.
• The Service Provider's website is available at https://vitaflow.com.pl/.
• The Terms are made available free of charge on the Website in a way that allows them to be downloaded, saved, reproduced and printed.
• Submitting the contact form on the Website is a request for contact and does not yet constitute conclusion of the Agreement or confirmation of the date of the Visit.
• The Terms do not replace medical information, qualification for a service or the Patient's legally required consent to a specific healthcare service.

§ 2. Definitions

• Service Provider – PULSE GLOBAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ.
• VitaFlow – the brand under which the Service Provider offers and performs the Services.
• Website – the website available at https://vitaflow.com.pl/.
• Service – a paid service offered by the Service Provider, in particular a mobile IV drip, intravenous infusion, consultation, qualification or another service included in the current offer.
• Visit – the agreed date and place at which the Service Provider's staff are ready to provide the Service.
• Patient – the person to whom the Service is to be provided.
• Ordering Party – the person concluding the Agreement with the Service Provider and obliged to pay. The Ordering Party may also be the Patient or may order the Service for another person.
• Medical staff – persons with the qualifications and rights required by law to take part in providing specific healthcare services.
• Price list – the current prices of the Services published on the Website or communicated to the Ordering Party before the order is confirmed.
• Agreement – the agreement for the performance of a Service concluded between the Service Provider and the Ordering Party.
• Durable medium – a tool that allows information to be stored for future access, in particular an e-mail.

§ 3. Scope and nature of the Services

• The Service Provider offers in particular: a) mobile IV drips and intravenous infusions; b) consultations and qualification related to the planned Service; c) other healthcare services included in the current VitaFlow offer.
• The Services are provided in the following cities and their surrounding areas: Warsaw, Kraków, Poznań, Wrocław, Tricity (Gdańsk, Gdynia, Sopot), Katowice, Łódź, Białystok, Bydgoszcz, Lublin, Rzeszów, Chełm, Słupsk, Szczecin, Toruń, Kielce, Koszalin, Gorzów Wielkopolski and Kwidzyn. The travel range and whether the staff can come to the given address are confirmed by the Service Provider each time an order is accepted.
• The availability of the Service, the expected travel time and whether it can be performed depend in particular on: a) the place of the Service; b) availability of medical staff; c) current traffic conditions; d) the type of service ordered; e) the Patient's health; f) the result of medical qualification; g) availability of the required preparations and materials.
• The composition of the drip, the type of preparations and the final scope of the service are determined individually, taking into account the Patient's health, indications, contraindications and the decision of an authorised medical professional.
• Information on the Website is for information purposes only and does not constitute a diagnosis, medical recommendation or guarantee that the Patient will be qualified for a particular service.
• The Service Provider does not guarantee a specific health outcome. Services are performed with due diligence, in accordance with current medical knowledge, patients' rights and the rules of the medical professions.
• VitaFlow services do not replace emergency medical services or a hospital emergency department.
• In case of a sudden threat to health or life, call the emergency number 112 or 999 immediately.

§ 4. Minor patients and persons acting through a representative

• The Services are in principle intended for adults capable of giving informed consent.
• A service may be provided to a minor only if the Service is in the Service Provider's offer and applicable law and medical considerations allow it.
• For a minor Patient, the consent of their legal representative is required and, where provided by law, also the consent of the minor Patient.
• An Ordering Party placing an order for another person declares that they are entitled to provide that person's data and make the necessary organisational arrangements.
• Ordering a Service by a third party does not replace the Patient's consent to a specific healthcare service.

§ 5. Ordering Services and concluding the Agreement

• An order may be initiated: a) by phone at +48 883 583 158; b) via the contact form on the Website; c) by e-mail at biuro@vitaflow.com.pl; d) in another way individually agreed with the Service Provider.
• To place an order, the Ordering Party should provide the data needed to organise the Visit, in particular: a) the Patient's full name; b) phone number; c) address of the Service; d) type of Service expected; e) preferred date; f) basic information relevant to safety and medical qualification.
• Before confirming the order, the Service Provider gives the Ordering Party at least: a) the type and basic scope of the Service; b) the expected date; c) the total price or how it is calculated; d) information on any travel or other additional costs; e) information that the Visit cannot be cancelled free of charge after the Agreement is concluded; f) the rules for paying the full price in case of cancellation, absence or making the Service impossible; g) a link to the Terms and the Privacy Policy.
• The Agreement is concluded when: a) the Service Provider confirms the type of Service, place, date and price; and b) the Ordering Party accepts these terms.
• The order may be confirmed during a phone call, by e-mail or in another agreed way that allows the terms of the Agreement to be established.
• If the Service is to start before the end of the period in which a consumer may withdraw from the Agreement, the Service Provider obtains from the Ordering Party an explicit request to start the service early and confirmation that they acknowledge the consequences of such a request.
• The Service Provider may refuse to accept an order if: a) it does not have the staff or resources needed; b) the place of the Service is outside the area served; c) performing the Service would be contrary to law, current medical knowledge or safety rules; d) the information provided indicates the need to call an ambulance or an urgent hospital visit; e) the Ordering Party has not accepted the price, the Terms or other necessary conditions.

§ 6. Medical qualification and the Patient's consent

• Every Service requiring medical qualification is preceded by collecting information about the Patient's health.
• Before starting the service, the medical staff may in particular: a) take a medical history; b) verify the Patient's identity; c) review medical records or test results presented; d) measure basic vital signs; e) consult a doctor; f) request a referral, order or other document, if required; g) refuse to perform the Service if contraindications are found.
• The final decision on whether the service can be provided and its scope is made by an authorised medical professional.
• Before the service is provided, the Patient receives understandable information about its nature, purpose, method, possible consequences, risks and available alternatives, to the extent required by law.
• The Patient has the right to ask questions, to consent to the proposed service or to refuse it.
• Consent may be withdrawn before or during the service. Withdrawal of consent does not exclude the obligation to pay amounts due under § 9 of the Terms, subject to mandatory provisions of law.
• Consent to the Terms, phone contact or processing of personal data is not the same as consent to a specific healthcare service.

§ 7. Obligations of the Patient and the Ordering Party

• The Patient and the Ordering Party must provide complete, true and up-to-date information needed to perform the Service safely.
• The Patient should inform the medical staff in particular about: a) chronic diseases; b) medicines and supplements taken; c) allergies and previous allergic reactions; d) pregnancy or possible pregnancy; e) blood clotting disorders; f) previous complications related to injections or administration of preparations; g) current complaints and changes in health; h) consumption of alcohol, psychoactive medicines or other substances, if this may be relevant to qualification and safety.
• The Patient should follow the recommendations given on preparation for the Service, in particular regarding hydration and presenting test results or medical records.
• The Ordering Party must provide the staff with: a) the correct address and access to the place of the Service; b) safe, calm and hygienic conditions; c) space to set up the necessary equipment; d) the Patient's presence at the agreed time; e) the possibility to work safely, without aggression, threats, dangerous animals or other hazards.
• The Service Provider may interrupt or refuse to start the Service if conditions on site endanger the Patient, the staff or third parties.

§ 8. Prices and payments

• The Services are paid.
• The binding price is the price communicated to and accepted by the Ordering Party before the order is confirmed.
• All prices communicated to consumers are gross prices, unless explicitly stated otherwise.
• The final price may include: a) performing the service; b) medical qualification; c) a doctor's consultation, if needed; d) preparations and materials used; e) staff travel; f) other elements explicitly agreed before the Agreement is concluded.
• If during the Visit there is a need to extend the scope of the Service, an additional fee may be charged only after informing the Ordering Party of its amount and obtaining their consent.
• Payment may be required in advance, when the order is confirmed, on site or immediately after the Service, as communicated to the Ordering Party.
• The available payment methods are communicated to the Ordering Party before the order is confirmed.
• At the Ordering Party's request, the Service Provider issues an accounting document in accordance with applicable law.

§ 9. Cancelling a Visit and not using the Service

• Confirmation of a Visit means reserving the medical staff's time, transport, materials and readiness to perform the ordered Service for the Patient.
• After the Agreement is concluded and the order accepted by the Service Provider, the Visit cannot be cancelled or rescheduled free of charge, except in cases arising from mandatory provisions of law.
• The Ordering Party should inform the Service Provider of cancellation without delay, even if they remain obliged to pay under the Terms.
• Cancellation can be reported: a) by phone at +48 883 583 158; b) by e-mail at biuro@vitaflow.com.pl.
• Cancelling the Visit, withdrawing from the Service or asking to reschedule after the Agreement is concluded means paying 100% of the confirmed price of the ordered Service.
• The obligation to pay the full price also arises if: a) the Patient voluntarily withdraws from the Service; b) the Patient refuses the Service although no medical contraindications were found; c) the Patient is not present at the address given; d) the Patient or Ordering Party does not let the staff enter the place of the Service; e) the address given is incorrect or incomplete and prevents the Visit; f) the Patient has not prepared for the Service according to recommendations given in advance; g) the Patient does not present the required documents, test results, order or referral despite being informed of this obligation in advance; h) the Service is impossible because untrue or incomplete information was given or information essential to the organisation and safety of the Visit was concealed; i) safe and hygienic conditions are not provided at the place of the Service; j) the behaviour of the Patient, Ordering Party or other persons present is aggressive, offensive or threatens the safety of the staff; k) the Patient is in a condition that prevents informed consent, if this was not disclosed to the Service Provider in advance.
• The full fee is due because the staff's time has been reserved, resources and materials prepared, travel organised and the staff remained ready to perform the ordered Service.
• If the price was paid in advance, in the cases set out in this paragraph it is not refundable.
• If the price was not paid in advance, the Ordering Party must pay within 7 days of receiving a payment request or settlement document.
• The full fee is not charged if: a) the Service was not performed solely for reasons attributable to the Service Provider; b) an authorised medical professional found contraindications which the Patient could not have foreseen or reported earlier; c) the Ordering Party effectively exercised the statutory right of withdrawal; d) mandatory provisions of law exclude charging it.
• If medical disqualification results from concealing information, giving untrue data or not presenting the required documents, the obligation to pay the full price may apply.
• In particularly justified and documented emergencies, the Service Provider may, at its own discretion, waive the full fee or offer a new date.
• If the Service Provider cancels the Visit, the Ordering Party may choose a new date or receive a refund of the payment made.

§ 10. Punctuality and readiness for the Service

• The Patient should be ready to start the Service at the agreed time.
• The staff may wait for the Patient for a maximum of 15 minutes, provided that waiting longer does not disrupt subsequent Visits.
• The Patient's absence or inability to start the Service within this time may be treated as not using the ordered Service and result in the obligation to pay the full price.
• The travel time given is approximate, unless the Service Provider has explicitly confirmed a specific time.
• If a significant delay is expected, the Service Provider will inform the Ordering Party. The Ordering Party may accept the changed time or cancel the Visit without charge if the delay prevents the Service from serving its purpose.

§ 11. Right of withdrawal

• A consumer who has concluded the Agreement at a distance or off-premises may withdraw from it within 14 days of its conclusion without giving a reason, to the extent provided by applicable law.
• The withdrawal statement can be sent: a) by post to the Service Provider's registered address; b) by e-mail to biuro@vitaflow.com.pl; c) in another clear way that shows the consumer's intention.
• The statement should clearly express the intention to withdraw and allow the Ordering Party and the ordered Service to be identified.
• If the Service is to be performed before the 14-day withdrawal period ends, the consumer makes an explicit request to start the service before the end of that period.
• The consumer acknowledges that after the Service has been fully performed, if it was started with their prior explicit consent and after being informed of the consequences, they may lose the right of withdrawal.
• If the consumer withdraws after the service has started but before it is fully performed, they must pay for the services performed up to the time of withdrawal, in proportion to their scope and according to applicable law.
• The provisions on the lack of free cancellation of a Visit do not limit the consumer's mandatory rights.

§ 12. Complaints

• Complaints about the organisation, payment or performance of the Service can be submitted: a) by post to the Service Provider's registered address; b) by e-mail to biuro@vitaflow.com.pl; c) by phone at +48 883 583 158.
• A complaint should, if possible, include: a) the Patient's or Ordering Party's full name; b) contact details; c) the date and type of Service; d) a description of the objections; e) the expected solution.
• The Service Provider handles the complaint without undue delay, no later than within 14 days of receiving it.
• If additional information is needed, the Service Provider may ask for it.
• Submitting a complaint does not limit the Patient's statutory rights or the possibility of contacting the Patient Ombudsman, the relevant professional self-government, a consumer ombudsman or a court.

§ 13. Medical records and personal data

• The Service Provider keeps and stores medical records to the extent required by law.
• The Patient has the right to access their medical records under the rules set out by law.
• Personal data are processed in accordance with applicable law and the Privacy Policy available on the Website.
• Health data are processed only to the extent necessary for qualification, providing the service, keeping records, settling the Service, handling complaints and fulfilling the Service Provider's legal obligations.
• The Service Provider's staff are obliged to keep information about the Patient confidential, with exceptions provided by law.

§ 14. Liability

• The Service Provider is responsible for the proper performance of the Service in accordance with applicable law, current medical knowledge and the due diligence required of a healthcare provider and medical professionals.
• The Service Provider does not guarantee a specific health effect, as the body's reaction depends on the Patient's individual condition and other medical factors.
• To the extent permitted by law, the Service Provider is not liable for consequences resulting solely from: a) untrue or incomplete information given by the Patient or Ordering Party; b) concealing diseases, allergies, medicines taken or other contraindications; c) not following the medical staff's recommendations; d) changing recommendations on one's own or using preparations contrary to the information received; e) events beyond the Service Provider's reasonable control.
• No provision of the Terms excludes or limits the Service Provider's liability where such exclusion or limitation would be impermissible under the law.

§ 15. Final provisions

• Polish law applies to Agreements concluded under the Terms.
• In matters not regulated here, the following apply in particular: a) the Civil Code; b) the Consumer Rights Act; c) the Act on Patients' Rights and the Patient Ombudsman; d) the Medical Activity Act; e) regulations on the practice of medical professions; f) personal data protection regulations.
• Disputes will be settled by the competent court under applicable law. This does not limit consumers' rights regarding court jurisdiction.
• The Service Provider may amend the Terms for important reasons, in particular changes in the law, the scope of Services, the Service Provider's data, payment methods or the organisation of Visits.
• An order is governed by the version of the Terms accepted by the Ordering Party when concluding the Agreement. Amendments do not affect acquired rights or the terms of orders confirmed earlier.
• If any provision of the Terms proves invalid or ineffective, the remaining provisions remain in force to the widest extent permitted by law.
• The Terms enter into force on 12 October 2026.