Teleconsultation Terms

These Terms and Conditions (the “Terms”) specifically govern the teleconsultation service provided by COLUMNA SPA through its operating platform. They are complementary to the general Site Terms and Conditions and are accepted at the time of scheduling a teleconsultation appointment.

Additionally, when scheduling your appointment you accept the Terms and Conditions of the operating platform used by the Provider, which govern the technical and operational aspects of the medical act (video consultation, electronic clinical record, clinical data, payment methods).

1. Provider Identification

The service is provided by specialized medical professionals, registered in the National Registry of Healthcare Providers of the Superintendence of Health and under the clinical direction of the Medical Director.

The specific details of the professional assigned to each teleconsultation are communicated to the Patient when scheduling the appointment through the operating platform.

2. Definitions

• “Teleconsultation”: medical session of clinical orientation on spinal conditions, provided via telemedicine by COLUMNA SPA.
• “Operating platform”: Chilean platform certified for telemedicine in compliance with Law 21.541, Decree 6/2021, and NT 237 of MINSAL, used by the Provider to manage the medical act.
• “Patient”: natural person over 18 years of age (or between 14 and 17 with consent of legal representative) who schedules and participates in a Teleconsultation.
• “Provider”: COLUMNA SPA, represented by its Medical Director.
• “Site”: www.columna.org, where information about the service is published.

3. Purpose of the Service

The Teleconsultation is a medical act of clinical orientation on spinal conditions, provided via telemedicine. The specific scope of each session, its standard duration, and the records requested from the Patient in advance are reported on the operating platform at the time of scheduling.

What it does NOT include:

• Medical emergency care (go to an in-person emergency service if applicable)
• In-person procedures that require direct physical examination or in-person intervention

4. Operating platform

The Teleconsultation is provided through a Chilean platform certified for telemedicine, which complies with:

• CENS Seal of MINSAL for certified telemedicine systems (Law 21.746)
• Regulation by the Superintendence of Health (SUPERSALUD)
• Technical standards of NT 237 (encryption, authentication, activity logging)

When scheduling your appointment you accept:

• The Terms and Conditions of the operating platform (include the operational consent of the teleconsultation)
• The Privacy Policy of the platform, which covers the processing of clinical data within the operational framework

Important agreement (aligned with external legal advice, May 2026): since the operating platform’s policies fully cover the requirements of Law 21.541, Law 21.719 (health data), and NT 237, a separate additional telemedicine consent document is not required to be signed by the Patient outside the operating platform.

5. Admission Process

Stage 1 · Request appointment. The Patient requests an appointment through the form at columna.org/en/teleconsult/ or directly on the operating platform indicated by the Provider. The schedule opens every Monday for next-week appointments.

Stage 2 · Pre-submission of records. Once the appointment is confirmed, the Patient receives instructions to upload prior examinations and clinical background to the operating platform in advance.

Stage 3 · Payment. The Patient makes the payment through the payment gateway integrated in the operating platform. Payment confirms the appointment and activates access to the video consultation.

Stage 4 · Video consultation. The Patient accesses the video call on the scheduled date and time through the link sent by the platform.

Stage 5 · Clinical notes. After the session, the assigned professional records clinical notes in the platform’s electronic record. The Patient retains rights over the record under Law 20.584.

6. Price and Payment Method

The Teleconsultation value is established and published on the operating platform at the time of scheduling. The price may vary by type of attention and is reported before confirming the transaction.

Payment methods: the modalities accepted (transfer, credit/debit cards) are those enabled by the operating platform at the time of payment. If the Patient pays in installments through their bank, the conditions, interest, and terms are the exclusive responsibility of the Patient and their banking entity.

Invoice: the operating platform issues the electronic invoice to SII in accordance with applicable tax regulations.

Insurance / FONASA reimbursement: the Teleconsultation is a private service. The Patient may process the corresponding reimbursement with their insurance provider in accordance with their individual health plan. The Provider does NOT manage this procedure.

Written post-payment confirmation (Art. 12A Law 19.496): within 24 hours following the confirmed transaction, the platform sends the Patient an email confirmation that includes: service detail, amount paid, date and time of the video consultation, and links to the Terms and the Privacy Policy.

7. Refund Policy and Right of Withdrawal

7.1. Right of withdrawal (Art. 3 bis Law 19.496). The Patient may withdraw and request a full refund within 10 calendar days following the transaction, provided the Teleconsultation has not yet been provided. To exercise this right, write to [email protected] with subject “Teleconsultation Withdrawal”. The Provider processes the refund through the original payment gateway in accordance with its operational timelines.

7.2. Once the Teleconsultation has been provided, its amount is non-refundable (autonomous medical service under Law 20.584 Art. 14), except in the cases of point 7.4.

7.3. Cancellation or rescheduling by the Patient. The Patient may cancel or reschedule their appointment with reasonable advance notice of the video consultation, at no cost. If they cancel with shorter notice or do not show up for the session, the amount is not refunded, but the Provider may offer rescheduling within a reasonable period at the discretion of good faith.

7.4. Exceptional cases with full or partial refund:

• Severe medical emergency of the Patient or direct family member, duly documented
• Force majeure that prevents the video consultation from taking place (see Clause 12)
• Technical failure attributable to the Provider or operating platform that prevents service delivery

These cases are evaluated on a case-by-case basis by the Medical Director with criteria favorable to the Patient.

7.5. Failure in post-payment confirmation (Art. 12A Law 19.496): if the Provider or platform does not send written confirmation within 24 hours, the withdrawal period is extended to 90 calendar days.

8. Service Limitations

8.1. The Teleconsultation is NOT an emergency service. In case of medical emergencies (cauda equina, progressive neurological deficit, incapacitating pain with severe functional compromise, recent significant trauma), the Patient must go to an in-person care center or call SAMU 131.

8.2. The Teleconsultation does not guarantee a definitive diagnosis or specific results. Clinical orientation depends on the quality of information provided by the Patient and available examinations. In some cases, the clinical conclusion may be to refer to in-person evaluation.

8.3. The Provider reserves the right to interrupt or not complete the Teleconsultation if conditions are detected that require immediate in-person intervention or if the Patient does not provide sufficient information to issue responsible orientation. In this case, 100% of the amount is refunded.

8.4. The Teleconsultation does not establish a relationship of continuous clinical follow-up unless expressly agreed.

9. Patient Obligations

a. Provide truthful and complete information about their state of health, medical history, current medications, and prior examinations b. Upload requested examinations to the operating platform with the indicated advance notice c. Connect punctually to the scheduled video consultation with stable internet connection, device with functional camera and audio, and a private environment d. Identify themselves correctly at the start of the video consultation in accordance with the operating platform’s protocol e. Immediately inform about new symptoms, worsening of the condition, or adverse effects during the consultation period f. Comply with the Privacy Policy and the operating platform’s Terms and Conditions

10. Provider Obligations

a. Provide diligent medical care, evidence-based and tailored to the specific clinical case of the Patient b. Maintain confidentiality over clinical information in accordance with applicable legislation (Law 19.628, Law 21.719, Law 20.584), without prejudice to applicable legal exceptions c. Commit to starting the session at the scheduled time, except for justified cause that will be communicated to the Patient in a timely manner d. Record complete clinical notes in the operating platform’s electronic record e. Refer the Patient promptly if their condition requires emergency care, in-person evaluation, or surgical treatment f. Communicate service limitations during the session when applicable

11. Telemedicine and Consent

The service is provided via telemedicine in accordance with Law 21.541 on telemedicine, Decree 6/2021, NT 237 of MINSAL, and DS 31/2012 on remote medical services.

Operational consent: when scheduling and paying for your appointment you accept the operating platform’s Terms and Conditions, which constitute the informed consent for the telemedicine modality and cover:

• Scope of the medical act of clinical orientation
• Modality of synchronous video consultation
• Processing of sensitive clinical data under Law 19.628 + Law 21.719
• Confidentiality and professional secrecy
• Patient rights under Law 20.584
• Complaint mechanisms before the Superintendence of Health

Documented decision (May 2026): based on external legal advice, the Provider determined that a separate telemedicine consent document is not required in addition to the operating platform’s Terms for this service. This decision is reviewed periodically or in case of relevant regulatory changes.

Video consultations may be recorded only with the express consent of the Patient given at the start of the session, in accordance with the operating platform’s protocol.

12. Medical Confidentiality

• The Provider and associated team maintain medical professional secrecy in accordance with the Health Code, Law 20.584, and historical professional secrecy of the medical profession
• The Patient’s clinical information is NOT shared with non-medical third parties except:
  • Judicial order or requirement from a competent authority
  • Patient’s express consent for a specific referral
  • Communication to the Superintendence of Health or health authorities in cases of legal obligation
• Confidentiality obligations survive indefinitely the termination of the clinical relationship
• The clinical record is kept for 15 years under Law 20.584 Art. 13 and Decree 41/2012

13. Limitation of Liability

• The total accumulated liability of COLUMNA SPA for any claim arising from a Teleconsultation shall not exceed the amount effectively paid by the Patient for that session, except in cases of fraud, gross negligence by the Provider, or cases where Chilean law prevents such limitation
• Under no circumstances will the Provider be liable for indirect, incidental, consequential, punitive damages, or lost profits
• These limitations do not apply to medical liability under applicable health legislation, Medical College regulations, or Chilean jurisprudence
• The Patient retains all inalienable consumer rights (Law 19.496) and patient rights (Law 20.584)

14. Force Majeure

Neither party shall be liable for non-compliance caused by events beyond its reasonable control, including:

• Technical failures of the operating platform
• Interruption of telecommunications, electricity, or internet services
• Natural disasters, pandemics, or civil unrest
• Acts of authority or sudden regulatory changes

The affected party must notify the other within a reasonable period from the start of the event. If the event prevents the Teleconsultation from taking place, a 100% refund of the amount paid or rescheduling within a reasonable period proceeds, at the Patient’s choice.

15. Indemnification

15.1. The Patient shall hold the Provider harmless from claims arising from: (a) deliberately false clinical information; (b) serious breach of these Terms; or (c) improper use of service content or materials.

15.2. The foregoing is interpreted in accordance with Art. 16 of Law 19.496 and does not limit inalienable rights of the consumer or patient.

16. Dispute Resolution

16.1. Governing law. These Terms are governed by the laws of the Republic of Chile.

16.2. Voluntary prior resolution. The parties may attempt to resolve disputes through direct negotiation or mediation before resorting to courts.

16.3. Jurisdiction. The Ordinary Courts of Santiago shall have jurisdiction, without prejudice to the Patient’s right to refer to:

• Superintendence of Health (Law 20.584 · disputes over medical acts): www.supersalud.gob.cl · 600 6000 102
• SERNAC (National Consumer Service) under Law 19.496
• Police Local Courts under Law 18.287
• Medical College of Chile for ethical complaints under its internal regulations
• Personal Data Protection Agency when established (Law 21.719, December 2026)

These Patient rights are independent of each other and of any other legal action available.

17. Modifications and Validity

17.1. The Provider may modify these Terms to reflect regulatory changes, operational adjustments, or service improvements. Substantive changes will be notified through:

• Publication on columna.org/en/teleconsult-terms/ with the new update date
• Prominent notice on the Site with reasonable anticipation
• Email to active Patients when changes affect their rights

17.2. Modifications do not affect Teleconsultations already paid for and not yet provided at the time of the change: the Terms in force at the time of payment apply to them.

17.3. Medical confidentiality obligations, clinical record retention (15 years), and data protection survive beyond the termination of the service.

18. Contact

For technical support of the operating platform, the Patient must contact directly the support channel indicated on the platform itself at the time of scheduling.

Last updated: May 6, 2026