General Terms and Conditions

General Terms and Conditions

AI-based analysis of laboratory results

Table of Contents

• 1.1 Introduction

• 1.2 Legal basis of the contract

• 1.3 Company details

• 1.4 Platform services

• 2.1 Scope of the service

• 2.2 Ordering the service

• 2.3 Service fee and payment

• 3.1 Performance of the service

• 3.2 Financial document

• 3.3 Access to the invoice and receipt

• 4.1 Retention and availability of the result

• 5.1 Customer responsibilities

• 5.2 Disputing an order, complaints

• 6.1 Right of withdrawal

• 6.2 Contact

• 6.3 Unfair pressure

• 6.4 Bank chargeback procedure

• 7.1 Operator’s liability

• 7.2 Warranty and limitation of healthcare liability

• 7.3 Data processing and data security

• 7.4 Miscellaneous provisions

• 7.5 Applicable laws

1.1 Introduction

These General Terms and Conditions apply to all domain names (URLs) providing the official availability of the website, including mobile applications connected to the system, subdomains, and the related network services and interfaces.

Applicable legislation: Directive 2011/83/EU of the European Parliament and of the Council (on consumer rights), Directive 2000/31/EC (on electronic commerce), Act CVIII of 2001 on Electronic Commerce Services (Ektv.), and the related national legislation.

1.2 Legal basis of the contract

The customer (buyer, visitor, user) is obliged to read and acknowledge this document if they order an AI-based laboratory results analysis service on this platform. Finalizing the order by payment shall be deemed acceptance of these General Terms and Conditions (GTC).

During the main steps of the purchase, the customer will encounter checkboxes that concisely contain the most important information and provide direct access to this document as well as to other legally required notices. Checking these boxes is a prerequisite for finalizing the order; therefore, actively selecting them constitutes an express legal declaration by the customer regarding acceptance. The customer’s acceptance—pursuant to Article 6(1) and (4) of Directive 2011/83/EU—produces legal effects even if the GTC have not been read in full, or if the customer later disagrees with their content, provided that the operator made the terms easily accessible and acceptance was given explicitly.

This legal declaration also includes the customer’s statement acknowledging that entering into the contract entails an obligation to pay and that—if performance of the service begins immediately after the contract is concluded—they may not exercise the right of withdrawal after the service has been performed (see Section 6.1).

The content of the contract is determined jointly by mandatory laws and this document. The GTC set out the rights and obligations of the parties, the conditions for the conclusion and performance of the contract, payment rules, liability provisions, as well as rules on withdrawal and remedies.

In accordance with the provisions of the Ektv., the Service Provider publishes the general terms and conditions in a manner that allows the customer to access and save them easily.

1.3 Company details

Enternova Kft.

• Registered office: 2161 Csomád, Szent István utca 48

• Tax number: HU24892955

• Contact: via the Website’s support ticket system

Hereinafter: operator (service provider).

1.4 Platform services

The online platform provides an AI-based analysis service for laboratory test results (blood and/or urine lab results). The purpose of the service is to prepare a clear, informational analysis of the lab results uploaded by the user, delivered to the customer in PDF format via email and via an SMS link.

The service is for informational purposes only; it does not constitute a medical service, diagnosis, therapeutic recommendation, or any form of healthcare. The platform clearly indicates during the ordering process and at the mandatory acceptance checkboxes that the analysis does not replace any specialist medical examination or medical consultation.

2.1 Scope of the service

The service provided by the platform consists of the following inseparable elements:

• (a) Processing and AI-based analysis of the lab result file or photo uploaded by the customer.

• (b) Preparing the analysis result and delivering it to the customer in PDF format by email.

• (c) Sending an SMS notification with a personalized link to access the result.

• (d) 24/7 continuous customer support.

The analysis is prepared by jointly using multiple independent AI service provider systems. The AI providers involved in the analysis are:

The uploaded lab results are transmitted via these providers’ APIs for the purpose of performing the analysis. Data transfers are carried out under the EU–US Data Privacy Framework. During API calls, the Service Provider does not transmit personal data capable of identifying the customer (name, email, phone number); only the content of the lab result is transmitted.

Applicable legislation: Article 6(1) of Directive 2011/83/EU.

2.2 Ordering the service

When placing an order, the customer must provide the data necessary for performance of the service. This includes the lab result file or photo, the customer’s contact details (email address, phone number), and any personal and health data requested that are necessary for the accuracy of the analysis.

When ordering, the customer specifies how long they wish to retain and access the analysis result (minimum 48 hours, maximum 7 days; extension is not possible later).

The Service Provider clearly informs the customer about the possibility of correcting data entry errors and the other steps of ordering in accordance with the Ektv.

Details of data processing are set out in the Privacy Notice (available on the website).

2.3 Service fee and payment

The summary window displayed on the checkout interface contains an overview of the data provided during the order and the total fee for the service. A single gross total amount is displayed on the interface as a one-time payment. This amount includes all costs and taxes; the customer will not be charged any additional fee either in any further step of the payment process or thereafter. The transaction does not involve any automatic or recurring subscription, and no hidden charges will be collected later.

In the final step, the bank payment page is displayed, where the final amount payable and the currency are shown again. This ensures that the customer is informed once more, for confirmation, of the total amount payable and the currency used before finalizing the payment.

Payment of the fee is a condition for the conclusion of the service contract. Any transaction fees applied during payment are borne by the customer.

Applicable legislation: Directive (EU) 2015/2366 of the European Parliament and of the Council (PSD2), Directive 2011/83/EU (consumer rights).

3.1 Performance of the service

After successful payment, the operator immediately begins processing the order. At the same time, the customer receives an automatic email notification to the provided email address confirming the order at a basic level. This confirmation clearly indicates that performance of the service—i.e., analysis of the lab result—has started, while also indicating that the service is not yet completed until the final result arrives.

The Service Provider sends the confirmation no later than within 48 hours; failing this, the customer may withdraw their offer.

The typical performance time is within 30 minutes. In exceptional circumstances (e.g., technical error, overloaded system), it may take longer.

The Service Provider processes the received lab result, analyzes it using artificial intelligence, and then sends the analysis result to the customer by email in PDF format. In addition, an SMS is sent with a personalized link that the customer can click to access their result.

If the service cannot be performed within the expected waiting time and this causes a delay that is reasonably unacceptable for the customer, the operator automatically cancels the order. In such case, the customer receives a cancellation notice by email; the financial transaction is reversed (with the full amount paid by the customer refunded).

The contract is deemed performed at the moment the operator has sent the analysis result in PDF format to the customer’s email address and has also notified the customer by SMS to the provided phone number.

Performance—upon the customer’s consent—begins immediately after payment is made. The customer acknowledges that, as the service is a supply of digital content, upon commencement of performance the Service Provider requests the customer’s express waiver of the 14-day right of withdrawal and acknowledgment thereof (pursuant to Section 29(1)(a) of Government Decree 45/2014. (II.26.)); therefore, after full performance of the service, the customer is not entitled to a right of withdrawal.

3.2 Financial document

Simultaneously with performance of the order, the financial document (invoice or receipt) is sent to the customer in a separate email. If the customer did not tick the “I request an invoice" checkbox during the purchase and did not provide billing details, the system automatically issues a receipt.

The operator reserves the right to refuse subsequent issuance of an invoice or modification of an invoice—for justified administrative or accounting reasons—if the customer did not request an invoice at the time of purchase, provided incorrect data, or failed to provide the information necessary for invoicing. The absence of a subsequent invoice or failure to modify it does not constitute defective performance of the service and does not give rise to a complaint or a claim for damages.

On the received financial document, the customer can see an itemized breakdown of the transaction costs (net amount, passed-on tax, etc.), which does not contradict the fact that, at the time of purchase, they were informed of the prices as a gross total amount (Section 2.3).

During the purchase, by actively selecting a mandatory checkbox, the customer declares that they have become familiar with the exact content of the purchase and the total final amount payable, and thus received full information about the service prior to concluding the contract.

Applicable legislation: Act CXXVII of 2007 on Value Added Tax (VAT Act), in particular Sections 166(1) and 169–171.

3.3 Access to the invoice and receipt

After a successful purchase (typically within a few minutes), the system sends the invoice/receipt download link by email. The financial document is available via the sent link for 365 days from the date of purchase.

Applicable legislation: Regulation (EU) 2016/679 (GDPR) Article 5(1)(f), the principle of integrity and confidentiality.

4.1 Retention and availability of the result

The completed analysis result (PDF) is made available by the Service Provider via the provided link until the end of the retention period selected by the customer at the time of ordering (minimum 48 hours, maximum 7 days; extension is not possible later).

The customer can access the result until the expiry time specified by the customer, both from the email and from the SMS link.

The customer undertakes to check the email and SMS regularly. The customer acknowledges that the Service Provider performs within the deadline specified in the contract, and if the result was received within that time (or became electronically available), the customer may not raise a complaint later; in such case, the fee paid is non-refundable.

After the retention period expires, the PDF document is no longer accessible, and the Service Provider will not accept any related complaints.

If the result did not arrive due to a fault of the service, the customer is entitled to request re-performance of the service or a refund of the fee.

5.1 Customer responsibilities

The customer bears full responsibility for the accuracy of the data they provide and the quality of the uploaded lab result (legibility, completeness).

The operator performs every order based on the data provided and files uploaded by the customer, and is not obliged to verify whether the uploaded lab result is real, current, complete, or the customer’s own result.

The customer acknowledges that the operator is not liable for errors resulting from this (e.g., illegible photo, incomplete lab result, providing incorrect personal data).

The customer is not entitled to claim a refund from the operator on the grounds that the service would have been available elsewhere at a more favorable price.

The customer is responsible for waiting for performance of the service and checking notifications. If, in case of uncertainty, the customer does not verify performance and repeats an order multiple times, and all of them are fulfilled, the fees for duplicate purchases cannot be reclaimed, unless otherwise provided by law.

In the event of multiple unjustified repeat purchases, the operator may, as a gesture of goodwill, decide to refund the duplicate items, but is not obliged to do so.

5.2 Disputing an order, complaints

During the purchase process, in line with Directive 2011/83/EU, the customer encounters elements requiring active confirmation (checkboxes), the acceptance of which is a prerequisite for finalizing the order. The purpose of these elements is to ensure that the customer becomes familiar with and expressly accepts the GTC, the Privacy Notice, and other mandatory statements before concluding the contract. On the checkout interface, the total final amount payable—shown as a single amount inclusive of tax—clearly appears at least twice (together with the currency).

After completing the purchase, the customer is generally not entitled to dispute the transaction amount or the level of the charged fee if they clearly saw and approved them before payment. No partial or full refund may be claimed on the grounds that the service would have been available elsewhere free of charge or cheaper, or that the customer did not read the terms, misunderstood the price or the currency, or no longer wishes to use the service for any reason.

The customer may submit a complaint to the operator’s customer support (Section 6.2). If the consumer and the Service Provider cannot reach an agreement, the customer is entitled to initiate proceedings before the competent conciliation body or to bring court proceedings. The aim of the conciliation body is to facilitate an out-of-court settlement between the consumer and the business.

6.1 Right of withdrawal

Since the contract concerns the provision of digital content (lab result analysis) and performance begins and is completed immediately with the customer’s prior consent, the right of withdrawal ceases after performance—subject to the customer’s prior express consent and acknowledgment.

(A) If performance of the service has not yet started: The customer is entitled to withdraw from the contract within 14 days without giving any reason in accordance with Government Decree 45/2014. (II.26.) and Directive 2011/83/EU. Withdrawal must be initiated via the online contact form. After receipt of the statement, the full amount paid will be refunded to the payment method used during the purchase. The refund process starts within a few hours from receipt of the withdrawal statement; depending on the payment service provider, the credit is expected to appear within 1–3 business days.

(B) If performance of the service has started and been completed: The service already performed is non-refundable. Upon commencement of performance, the service is deemed performed, which—under EU and national consumer protection rules—excludes the possibility of withdrawal, reclaiming the paid amount, or subsequently disputing the contract.

If, for technical reasons attributable to the Service Provider, performance of the service does not take place within the promised deadline, the customer may notify the Service Provider without delay. The Service Provider undertakes to take immediate action upon receipt of the fault report to provide the service or refund the fee.

Applicable legislation: Article 16(a) of Directive 2011/83/EU and Section 29(1)(a) of Government Decree 45/2014. (II.26.).

6.2 Contact

The site provides a direct way to contact customer support (online contact form). Customer support is available 24 hours a day, every day of the year; average response time is within 1–15 minutes (depending on traffic).

Contact can generally be made from any valid email address. However, for data protection and security reasons, we can only handle inquiries that can be credibly linked to a valid order recorded in our system.

A request, complaint, or claim submitted on behalf of another person or from an email address different from the one used for the order cannot be handled—even if the requester identifies themselves as a family member, authorized representative, administrator, or other representative. An exception applies if the actual customer has previously provided clear written consent to representation by the given person and documents proving the authority to represent have been attached.

The operator—while directly fulfilling its legal obligations—may freely choose the communication channels. Communication takes place via the contact form available on the online interface. By doing so, the operator fully complies with the relevant legal requirements—especially Article 5(1)(c) of Directive 2000/31/EC and Article 21 of Directive 2011/83/EU.

After a successful order, it is necessary to wait for its completion (the service is typically performed within 30 minutes); until then, it is not possible to submit a support ticket in relation to the same order.

Incoming support tickets are typically reviewed by the system within 1–15 minutes, and depending on the nature of the issue, an immediate action and response is provided. The Service Provider provides a substantive response to the report within 30 days.

6.3 Unfair pressure

A customer’s refund request or complaint is considered made in good faith and lawful only if it is submitted in a polite manner and in compliance with applicable laws.

Any enforcement of claims based on disproportionate pressure, threats, or damage to the operator’s good reputation cannot be considered good-faith complaint handling. The operator is entitled to reject such a complaint without substantive review and, if necessary, to take legal action to stop unlawful pressure and to protect its legitimate interests.

Applicable legislation: Articles 8–9 of Directive 2005/29/EC on unfair commercial practices, and point 24 of Annex I.

6.4 Bank chargeback procedure

In the event of any dispute, complaint, or detected error, the customer must first contact the operator’s customer support and initiate resolution of the dispute primarily through direct consultation or by using an official alternative dispute resolution mechanism (conciliation body)—in accordance with the provisions of Directive 2013/11/EU.

Initiating a bank chargeback procedure (chargeback/dispute with the card issuer) without prior notice to the operator may constitute a breach of contractual obligations and the principle of good faith, especially if the service was performed in accordance with the GTC and the customer used it.

The operator is entitled to document unjustified or abusive chargeback procedures, defend them with the payment service provider, and exclude the customer from further service provision. In the event of serious or repeated abuse, the operator may also assert a claim for damages against the customer.

Applicable legislation: Article 6(1)–(2) of Directive 2005/29/EC, the relevant provisions of Directive 2013/11/EU, and Section 6:142 of Act V of 2013 (Civil Code).

7.1 Operator’s liability

The operator is not liable for damages caused by data provided incorrectly or inaccurately by the customer, or by illegible or incomplete lab result uploads, nor if the customer did not wait for the confirmations to arrive or did not check their content.

The operator is also not liable for delivery errors of notifications if they occurred due to incorrect contact details provided by the customer (e.g., mistyped email address or phone number), provided that the system feedback indicates that delivery was otherwise successful.

If the ordered service cannot be performed for objective reasons, the operator is liable only for refunding the amount paid by the customer, which it will refund to the customer’s original payment method.

The operator undertakes to process orders based on the provided data within the promised deadline and to send the customer a detailed confirmation of performance. The operator will investigate technical faults and irregularities arising within its sphere of interest without undue delay and, if necessary, provide correction, re-performance, or a proportionate fee refund to the customer.

7.2 Warranty and limitation of healthcare liability

The Service Provider is not a healthcare provider. The analysis results are for informational purposes only.

The customer acknowledges that:

• The service is based on processing the uploaded data, and the result does not replace any professional medical examination, diagnosis, or therapy.

• The analysis is AI-based; therefore, the Service Provider does not guarantee the medical accuracy of the result.

• The customer uses the analysis results solely at their own risk and must consult a doctor or professional before making any health-related decision.

The Service Provider assumes no liability for any inaccuracies of the analysis, errors resulting from deficiencies in the uploaded data, or for the customer using the results without medical consultation.

The parties agree that the Service Provider excludes liability for any damages that are indirect or consequential (e.g., loss of profit), as well as for any unforeseeable damages. The Service Provider also excludes liability for damages caused by extraordinary, unforeseeable circumstances (force majeure).

In all cases, the Service Provider’s liability is limited: the amount of damage incurred may not exceed the amount of the fee most recently charged by the Service Provider for the given service. In the event of gross negligence, the Service Provider may assume full liability for damages.

7.3 Data processing and data security

The Service Provider processes the customer’s personal data (email, phone number, health data, etc.) within the framework of the applicable data protection rules (GDPR – Regulation (EU) 2016/679; Act CXII of 2011 on the Right of Informational Self-Determination and Freedom of Information – Infotv.).

Lab results qualify as health data; therefore, processing requires the customer’s explicit consent (Art. 9(2)(a) GDPR). The Service Provider processes these solely for the purpose of performing the service and based on the customer’s prior consent.

For the purpose of analyzing lab results, the data are transmitted via the APIs of the AI providers (OpenAI, Anthropic, Google Gemini). During data transfer, only the content of the lab result is transmitted; personal data capable of identifying the customer (name, email, phone number) are not provided to the AI providers.

The Service Provider ensures that the processed data are handled confidentially and securely and are not disclosed to third parties except in cases specified by law and to the data processors named in this notice.

The customer is entitled to exercise all rights set out in the GDPR and the Infotv. (access, rectification, erasure, restriction of processing) by submitting a request via the support ticket system.

The data retention period is aligned with the service performance process. The Service Provider processes the uploaded lab file and the related health data only until the expiry of the retention period selected by the customer. After that, the data are permanently deleted.

The Service Provider provides detailed information in its data protection policy (Privacy Notice) about the scope and duration of data processing and data subject rights, which it publishes on the website.

7.4 Miscellaneous provisions

If any provision of this document is deemed invalid, unlawful, or unenforceable, this shall not affect the validity, lawfulness, or enforceability of the remaining parts of the GTC. In such case, the provision in question shall be replaced by, or interpreted in accordance with, a provision that comes closest to the parties’ original intent and the applicable laws.

Failure by the operator to exercise any right or entitlement shall not be construed as a waiver of that right. Any waiver by the operator is valid only if made by an express written statement.

Use of the platform and ordering the service implies, on the part of the customer, knowledge and acceptance of the possibilities, operation, technical limitations, and risks of online shopping, and that the customer did not experience any malfunction in the operation of the platform, saw and could interpret all necessary data when displayed, and understood and irrevocably accepted the informational text of the checkboxes to be ticked at the mandatory elements of the purchase.

The contract is concluded electronically; under the Civil Code, it is considered to be in writing if the Service Provider records the contract.

The Service Provider continuously maintains the GTC and publishes changes on the website in advance. The parties may deviate from these GTC only by agreement in favor of the customer.

The GTC may also be available as multilingual information, partly using AI translation. In the event of any discrepancy or legal dispute, the Hungarian version shall be considered primary and binding.

7.5 Applicable laws

This contract and service are governed by the applicable laws of Hungary and the European Union. In particular, the following legal sources are relevant:

• Directive 2011/83/EU – on consumer rights

• Directive 2000/31/EC – on electronic commerce

• Directive (EU) 2015/2366 (PSD2) – on payment services

• Directive 2006/112/EC – on the common system of value added tax (VAT Directive)

• Regulation (EU) 2016/679 (GDPR) – General Data Protection Regulation

• Act V of 2013 (Civil Code) – the Civil Code

• Act CVIII of 2001 (Ektv.) – on electronic commerce services

• Act CXII of 2011 (Infotv.) – on the right of informational self-determination and freedom of information

• Directive 2005/29/EC – on unfair commercial practices

• Directive 2013/11/EU (ADR) – on consumer alternative dispute resolution

• Government Decree 45/2014. (II.26.) – on the detailed rules of contracts between consumers and businesses

• Act CLV of 2013 – on consumer protection

Enforcement of rights, complaint handling: The customer may submit a complaint to the operator’s customer support (Section 6.2). If the consumer dispute is not resolved despite consultation, the customer may turn to the conciliation body competent for their place of residence or initiate court proceedings. The online dispute resolution platform (ODR) operated by the European Commission may also be used to resolve the dispute (available at: https://ec.europa.eu/consumers/odr).

Date of last modification of the General Terms and Conditions: 10 March 2026.