Wellysa Service Conditions

1. General Provisions

1.1. The document Wellysa Service Conditions (hereinafter the “Conditions”) sets out the rules on which NZOZ Wellysa Sp. z o.o. (hereinafter “NZOZ Wellysa”) performs Healthcare Services Agreements whose subject is the provision of the healthcare services that make up the Wellysa Service.

1.2. Identification details of NZOZ Wellysa Sp. z o.o. (hereinafter “NZOZ Wellysa”): Niepubliczny Zakład Opieki Zdrowotnej Wellysa spółka z ograniczoną odpowiedzialnością (a private healthcare provider organised as a limited liability company), with its registered office in Warsaw at ul. Grójecka 22/24/32, 02-301 Warsaw, entered in the Register of Entrepreneurs of the National Court Register kept by the District Court for the Capital City of Warsaw in Warsaw, 12th Commercial Division of the National Court Register, under KRS number 0001092700, NIP 5252996220, REGON 528027906, entered in the Register of Entities Performing Medical Activity under number 000000289562, with a share capital of PLN 5,000.

1.3. NZOZ Wellysa is a subsidiary of Wellysa Spółka Akcyjna (a joint-stock company), with its registered office in Warsaw at ul. Grójecka 22/24/32, 02-301 Warsaw, entered in the Register of Entrepreneurs of the National Court Register kept by the District Court for the Capital City of Warsaw in Warsaw, 12th Commercial Division of the National Court Register, under KRS number 0000995956, NIP 7011112054, REGON 522712067, with a share capital of PLN 1,677,773.02.

1.4. E-mail address at which the User can contact NZOZ Wellysa: kontakt@wellysa.com

1.5. The Conditions apply to Healthcare Services Agreements, concluded in the name and on behalf of NZOZ Wellysa with Users of the Application, through the Application, whose subject is the performance of the Wellysa Service, and to the performance of the Wellysa Service for Patients holding a Partner Code.

1.6. The Conditions contain references to the Privacy and Cookies Policy for the “Wellysa” mobile application and the website www.wellysa.com (hereinafter the “Privacy Policy”).

2. Definitions

2.1. Application – the “Wellysa” mobile application, made available by NZOZ Wellysa, which makes it possible in particular to Register, to use the User’s account, to purchase the Wellysa Service and to access the Report.

2.2. Personal data – any information relating to an identified or identifiable natural person.

2.3. Medical data – any information concerning the user’s health, such as the results of questionnaires and diagnostic tests, personal and family medical history, the results of DNA mutation tests or of blood tests, and others. Medical data is processed only by authorised entities.

2.4. Payment Service Provider – a payment service provider within the meaning of the Act of 19 August 2011 on Payment Services, which handles the Fees covered by the Terms of Service.

2.5. Account – the User’s individual account in the Application, in which the User has access in particular to information about the orders placed by the User.

2.6. Partner Code – information containing a barcode or numeric code which allows the Wellysa Service to be used once, in particular to gain access to the closed part of the Application dedicated to handling the Wellysa Service.

2.7. Discount Code - information containing a barcode or numeric code which allows a paid Wellysa Service to be used at a reduced price. The code may specify a percentage or a fixed-amount discount calculated from the amount of the Fee for the given Wellysa Service. Discount Codes may be multiple-use or single-use, and may be valid indefinitely or for a specified period.

2.8. Laboratory – a medical entity, whether or not it operates a Collection Point, within the meaning of Article 2(1) of the Act of 15 September 2022 on Laboratory Medicine (consolidated text: Journal of Laws of 2023, item 2125), which provides healthcare services under an agreement for the provision of healthcare services with NZOZ Wellysa.

2.9. Fee – the amount paid by the User immediately after ordering a Wellysa Service.

2.10. Wellysa Partner – a collective term for all entities cooperating with NZOZ Wellysa under cooperation agreements, contracts for specific work or agency agreements, in the field of promoting preventive healthcare.

2.11. Wellysa Medical Partner - a collective term for all entities cooperating with NZOZ Wellysa or providing medical services to it under cooperation agreements or agreements for the provision of medical services. Only an entity entered in the Register of Entities Performing Medical Activity, or a medical specialist holding a current Right to Practise (PWZ, the doctor’s licence number), may become a Wellysa Medical Partner.

2.12. Wellysa Scientific Partner - a collective term for all entities cooperating with NZOZ Wellysa under scientific cooperation agreements.

2.13. Privacy Policy – the document “Privacy and Cookies Policy for the “Wellysa” mobile application and the website www.wellysa.com”. Acceptance of the terms of the privacy policy is a necessary element of creating the User’s account.

2.14. Collection Point – a single location of a Laboratory unit, or a location operated by an independent Wellysa Medical Partner, at which the User may give a biological sample for testing as part of the Wellysa Service, on the days and at the hours of stated availability. The current list of Collection Points and their opening hours is available in the Application.

2.15. Wellysa Report – a medical document of NZOZ Wellysa, delivered as a file or a set of files in PDF format, placed by authorised employees of NZOZ Wellysa in the individual user account in the Application, which, depending on the scope of the service purchased, may consist of: (i) the results of questionnaires, (ii) the results of DNA tests, (iii) the results of tests, (iv) preventive recommendations, (v) other information relevant to medical prevention.

2.16. Registration – creating the User’s account, which enables further use of the Application and access to the Wellysa Service.

2.17. GDPR – Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (Official Journal of the EU L 119, 2016, p. 1, as amended).

2.18. Service – the “Wellysa” mobile application and the website www.wellysa.com together.

2.19. Website – the website www.wellysa.com, which is the property of Wellysa.

2.20. Healthcare Services Agreement – an agreement concluded with the User by NZOZ Wellysa.

2.21. Wellysa Service – a medical service serving prevention (healthcare services within the meaning of Article 2(1)(10) of the Act of 15 April 2011 on Medical Activity (consolidated text: Journal of Laws of 2024, item 799)), comprising various healthcare services, individually or as a set of services, which will be provided using the Application and/or in the form of physical tests, carried out by medical entities authorised to provide healthcare services, that is NZOZ Wellysa, the Laboratory, Collection Points and Wellysa Specialist Medical Partner Facilities, such as, among others:
2.21.1. the drawing of blood or other biological material at a Laboratory or Collection Point
2.21.2. self-collection of other material by the User, using a specialist self-collection kit received in person or by post, and delivery of it for analysis, in person or by post, to the address of the Laboratory, Collection Point or Wellysa Medical Partner indicated by NZOZ Wellysa.
2.21.3. analysis of a questionnaire on the personal and family history of selected diseases (hereinafter the “genogram analysis”),
2.21.4. testing of biological material for carriage of DNA mutations, carried out using various laboratory testing methods,
2.21.5. testing of blood or other collected biological material in order to determine the level of various medical metrics,
2.21.6. a repeat procedure where necessary, e.g. a repeat blood draw and renewed analysis of the biological material, where there are significant medical indications,
2.21.7. a medical teleconsultation to discuss high medical risk and further medical recommendations,
2.21.8. preparation of the Wellysa Report, delivered as a PDF file in the Application, containing the results of the tests and analyses performed, risk markings, and recommendations on follow-up tests and lifestyle.
2.21.9. performance of any other medical procedures and services whose performance is medically recommended for the given User and which the Wellysa Application offers at the given time.

2.22. User – any adult natural person with full legal capacity who in any way uses the Application and/or has registered in the Application and/or has purchased a Wellysa Service, has accepted the provisions of the Conditions and of the Privacy Policy, and/or places an order and purchases a Wellysa Service and uses the Wellysa Service, in a manner not directly related to their business or professional activity.

3. Who Can Use the Wellysa Service and How?

3.1. The Wellysa Service may be used by an adult who has not been legally incapacitated, who has successfully registered an account in the Application and purchased the Wellysa Service on the terms described in point 7 below.

3.2. The User is required to pay the Fee for the provision of the Wellysa Service on the terms described in point 5 below.

3.3. Upon payment of the Fees, the User concludes a Healthcare Services Agreement with NZOZ Wellysa.

4. How Is the Wellysa Service Carried Out?

4.1. Performance of the Wellysa Service, depending on the medical configuration of the individual service, a detailed description of which is available in the Application before each purchase, consists of all or some of the elements described below:
4.1.1. collection of a sample (blood or other biological material) and its safe transport to NZOZ Wellysa or to a laboratory performing the diagnostic test on the instruction of NZOZ Wellysa,
4.1.2. testing of the sample for the presence of DNA mutations,
4.1.3. testing of the sample for concentration levels of selected medical metrics,
4.1.4. analysis of the questionnaire on personal and family medical history completed by the User in the Application,
4.1.5. a repeat blood test where necessary, if there are medical indications,
4.1.6. a possible one-off teleconsultation with a doctor, if there are medical indications,
4.1.7. preparation of the Wellysa Report in PDF with the results of the analyses, recommended follow-up tests and recommended lifestyle.

4.2. Depending on the configuration of the given service, the individual elements of the service are carried out at NZOZ Wellysa, at the Laboratory, at the Collection Point, at an entity providing the healthcare service on the instruction of NZOZ Wellysa, or at a Wellysa partner facility.

4.3. After successfully paying the Fee, the User must complete their profile with additional personal data.

4.4. A User who wishes to purchase a service containing a DNA testing component must, before the purchase, consent to undergoing genetic testing.

4.5. When purchasing any Wellysa service, the User may give voluntary consent to participate in scientific research. The rules for participating in scientific research are described in point 6 “Consent to Scientific Research” below.

4.6. If the service purchased by the User contains a genogram analysis element, it is suggested that before completing the questionnaire the User consult family members (especially from earlier generations). The questionnaire is completed after the Fee has been paid. The rules for completing the questionnaire are described in point 7 “Family Cancer History Questionnaire” below.

4.7. The User may give voluntary consent to receive marketing communications in order to be informed of new functionalities and of additional campaigns for the Wellysa Service. The methods of communication are described in point 9 “Consent to Communication” below.

4.8. After Registration is completed, each User receives a unique WellysaID customer number (hereinafter the “WID”), which, together with any individual collection number used to carry out the collection as part of a purchased service that includes the collection of biological material, serves to identify the User at the Collection Point.

4.9. If the service purchased requires the giving of blood or other biological material, the User, holding the WellysaID customer number, goes to one of the Collection Points, the list of which is in the Application, in order to give blood or other material for testing.

4.10. When going to the Collection Point to give blood or other material for testing, the User must:
4.10.1. have a phone with the Wellysa application with the “Sample collection” module running, which allows a Collection Point to be selected and displays the WellysaID customer number and/or the individual collection number,
4.10.2. have an identity card,
4.10.3. follow the preparatory diet described in the Application.

4.11. At the reception of the Collection Point the User will be asked by an employee to state the WellysaID customer number or to present the barcode of the WellysaID customer number to be scanned.

4.12. The User then receives in the Application a message asking them to authorise the procedure of drawing blood or other biological material.

4.13. In the case of a blood draw procedure, the User declares that they are aware and acknowledge that carrying out the healthcare service consists, among other things, in drawing venous blood (approx. 5-40 ml). The blood sample will be taken by standard needle puncture of a vein in the forearm.

4.14. The User declares that they are aware that drawing blood carries the risk of the following complications/side effects:
4.14.1. most people feel slight pain at the site where the needle is inserted,
4.14.2. sometimes a small bruise may also form.

4.15. The User declares that they are aware and acknowledge that significant contraindications to carrying out the healthcare service of a blood draw include, among others:
4.15.1. blood diseases, such as haemophilia or severe anaemia with a low haemoglobin level,
4.15.2. active infections,
4.15.3. acute heart disease, heart attack, heart failure,
4.15.4. haemodynamic disorders such as hypotension or hypertension.

4.16. The User acknowledges that undergoing the blood draw procedure despite the existence of the above contraindications may lead to serious health consequences, such as, among others, worsening of existing diseases, fainting and dizziness, or bleeding.

4.17. The User acknowledges that the obligation to obtain consent to the provision of the healthcare service of a blood draw rests with the Laboratory / Collection Point) and is carried out in accordance with the rules applicable to the given medical entity performing that service.

4.18. Notwithstanding the placing of the Order and payment of the Fee, the Centre and the Laboratory will not perform the Healthcare Services Agreement if the User has provided data in a form that makes it impossible to provide healthcare services (e.g. a made-up name and surname or PESEL, or a mistake in the telephone number indicating that no such number exists). In such a case the Fee will be refunded to the User, using the same payment method as the User used.

4.19. The User consents to being provided with the healthcare service in the form of all or some of the following services:
4.19.1. analysis of the results of the blood test, or test of other biological material, carried out for the presence of DNA mutations (the detailed scope of the blood test, and the measurement method used, is specified each time in the Application),
4.19.2. analysis of the results of the blood test, or test of other biological material, carried out to measure the concentrations of the metrics tested and their relation to medical norms (the detailed scope of the blood test, together with the list of metrics tested, is specified each time in the Application),
4.19.3. analysis of the information provided in the questionnaire on personal and family medical history.
4.19.4. risk analysis and preparation of the preventive Wellysa Report, containing the results of the analyses, information on recommended follow-up tests and on recommended lifestyle.

4.20. The User acknowledges that blood or other biological material collected at the Collection Point will be sent to NZOZ Wellysa, and that the User will be able to see the results and recommendations after receiving the Wellysa Report through the Application.

4.21. The Wellysa Report will be placed as a file or set of files in PDF format in the User’s account in the Application, unless the doctor recommends that blood or other biological material be collected again, in which case the report will be prepared after the material collected has been analysed again.

4.22. Access to the data contained in the Wellysa Report is held by the User and NZOZ Wellysa. With the User’s consent, access to the Report may also be given to a doctor or doctors chosen by the User. Direct access to the Report or to the result of another test carried out as part of the Wellysa Service, after obtaining the User’s prior consent, may be given only to a doctor who has an appropriate agreement with NZOZ Wellysa and who has an account in the Wellysa system.

4.23. The Wellysa Report, prepared by NZOZ Wellysa, determines the level of risk of falling ill with serious diseases, using the following risk levels:
4.23.1. high predisposition to the disease
4.23.2. increased predisposition to the disease
4.23.3. no features of high predisposition to the disease

4.24. If the doctor preparing the analysis finds that the blood test or test of other material needs to be repeated, the User will be informed of this through the Application.

4.25. In order to repeat the blood test or test of other material, the User should select in the Application from the list of available collection points

4.26. The order for the repeat blood test will be placed in the User’s account in the Application. Points 4.8 – 4.18 of the Conditions apply to the repeat blood test procedure.

4.27. If a high predisposition to a disease is found, or if there are other medical reasons, the User may be invited to a consultation with a doctor. The consultation takes the form of a teleconsultation (hereinafter the “Teleconsultation”) by mobile phone on which the Wellysa Application is installed and the User’s account is logged in using the e-mail address used in the account registration process. NZOZ Wellysa, through the Application, offers the User a choice of available Teleconsultation dates.

4.28. A Teleconsultation constitutes the provision of a healthcare service in the form of a medical consultation at a distance using ICT systems or communication systems.

4.29. At the date selected by the User in the teleconsultation module of the Application, the Doctor will be on standby to provide the given User with the Teleconsultation.

4.30. In order to confirm the User’s identity, the doctor conducting the Teleconsultation will ask for basic details such as first name and surname, date of birth and PESEL number.

4.31. If, for reasons that could not have been foreseen earlier, the User is unable to attend the Teleconsultation on the agreed date, the User may cancel the Teleconsultation in the Application and arrange a new appointment in its place. A Teleconsultation can be cancelled up to 48 hours before its date at the latest.

4.32. In the event of unplanned absence of the healthcare professional providing the Teleconsultation or failure of the equipment needed to conduct the Teleconsultation, NZOZ Wellysa will offer the User new dates for the Teleconsultation.

4.33. NZOZ Wellysa states that a recommendation to repeat a blood test or to hold a teleconsultation does not determine any specific level of risk found, and that the Wellysa doctor is always guided by individual indications, acting with the utmost care and in accordance with current medical knowledge.

4.34. Each of the Wellysa services is described each time in the Application by a detailed scope of services from among the services described in point 2.17, and by the deadline for performing each of them, where the User carries out the actions indicated in the Application, e.g. arranging in the Application the date of the Teleconsultation.

5. Rules of Payment for the Wellysa Service

5.1. The User is required to pay the Fee for the provision of the Wellysa Service.

5.2. The Fee may be paid through the Application, by the BLIK payment method, card payment, online payment or payment in 3 interest-free (0%) instalments in the Klarna system. Entering by the User a previously paid medical Partner Code, entitling them to carry out a specified Wellysa Service, is also deemed payment of the Fee.

5.3. The amount of the Fee may be lower than that stated in the Application if the User uses a Discount Code.

5.4. A condition for being able to pay the Fee for the Wellysa Service through the Application is making a declaration that performance of the Wellysa Service before the end of 14 days from the date of conclusion of the Healthcare Services Agreement results, by virtue of Article 38(1) of the Act of 30 May 2014 on Consumer Rights, in loss of the right to withdraw from the Healthcare Services Agreement, because performance of the Healthcare Services Agreement has begun at the User’s request. This means that the User is not entitled to a refund of the Fee paid if they give up the tests after the process of performing the services has begun, understood as completing in the Application the first of the tasks specified in the scope of the given medical service. The declaration is made by ticking the relevant box (checkbox) in the Application, at the Order summary stage, before proceeding to the Fee.

5.5. After successfully paying the Fee, the User receives at the e-mail address given in the Application: the Invoice, the Wellysa Service Conditions, the Terms of Service of the Service, the Consent to Genetic and Scientific Research, and the Privacy Policy.

5.6. The User may use the Wellysa Service immediately after the Fee has been successfully credited.

6. Consent to Scientific Research

6.1. After concluding the Agreement for the provision of services by electronic means, in accordance with point 13 below, the User will be asked to give voluntary consent to participate in scientific research.

6.2. The research conducted aims to identify significant medical markers, such as DNA changes, biochemical changes, changes in blood parameters or other deviations in the materials and metrics tested, as well as health-correlated behavioural and environmental markers which, individually or in interaction with one another, cause an increased risk of falling ill with serious diseases, such as cancer, heart disease and others.

6.3. Scientific research may be carried out by NZOZ Wellysa independently or in cooperation with Scientific Partners.

6.4. The current list of scientific partners with which scientific cooperation agreements have been concluded is:
6.4.1. Medycyna Diagnostyczna Pomorskiego Uniwersytetu Medycznego Sp. z o.o.,
6.4.2. Ośrodek Nowotworów Dziedzicznych Pomorskiego Uniwersytetu Medycznego w Szczecinie (the Hereditary Cancer Centre of the Pomeranian Medical University in Szczecin),
6.4.3. Read Gene NZOZ Innowacyjna Medycyna Sp. z o. o.
6.4.4. Interhem Sp z o.o.

6.5. The research projects in which NZOZ Wellysa currently participates are:
6.5.1. The project “Oncology Biobank – creation of a register of clinical data and biological samples for genetic-clinical correlation studies” (“Onkologiczny Bank Próbek Biologicznych – utworzenie rejestru danych klinicznych i próbek biologicznych do badań korelacji genetyczno-klinicznych”). Read Gene NZOZ Innowacyjna Medycyna Sp. z o. o, in cooperation with the Hereditary Cancer Centre of the Pomeranian Medical University in Szczecin and Medycyna Diagnostyczna Pomorskiego Uniwersytetu Medycznego Sp. z o.o., together with numerous research centres in Poland and worldwide, has for many years been conducting research on genetic-clinical correlations aimed at improving prevention, early diagnosis and treatment of hereditary cancers. The results of research in recent years (publications available, among other places, in the Application, in the knowledge module) have shown that the combined analysis of pedigree and clinical data (genogram), the occurrence of the DNA founder mutations most common in the Polish population, and the measurement of the concentration of elements in the blood is very effective in identifying people at high risk of cancer.

6.6. From persons who give voluntary consent to participate in the research, the biological material (blood or other material) collected for the purpose of performing the Wellysa Service may be stored by the Centre or by the Scientific Partners in closed premises, with no possibility of access to the material by unauthorised persons. The tissues collected, labelled only with a code number, will be stored in a safe place for a period of up to 25 years. After that time they will be destroyed, or all information enabling the samples to be linked to the patient will be completely destroyed.

6.7. NZOZ Wellysa reserves the right to destroy the samples, or to instruct the partner with which it carries out scientific research to destroy them, for any reason, both during the research and after its completion.

6.8. Personal data will never be disclosed, and the results of the research will be published in anonymised form.

6.9. At any time, research participants may withdraw their consent to participate in the programme, which will in no way affect the performance of the Wellysa Service purchased.

6.10. By giving consent to the use of data for scientific research, the User acknowledges that data processed in scientific projects may also be used in anonymised form in other research conducted by Wellysa Scientific Partners.

6.11. Additional questions from the User concerning participation in scientific research may be sent to nauka@wellysa.com

7. Family Cancer History Questionnaire

7.1. If the service purchased by the User contains a genogram analysis component, the User must complete in the Application a questionnaire on personal and family cancer history. Please remember that the answers given to the questions asked in the questionnaire are necessary for the correct identification of medical risk and/or the diagnostic method appropriate for the given User.

7.2. If the User does not know the answer to any of the questions asked, completion of the questionnaire can be interrupted, and the User should contact family members in order to establish the answers. If it is not possible to establish the answer, the User should select the answer option “I don’t know” in the Application.

7.3. After all the fields of the family cancer history questionnaire have been completed, the User will be shown a summary of the questionnaire. If errors and gaps are found, the User may edit the questionnaire again and change the data entered incorrectly or complete the unfilled fields.

7.4. After finally completing and checking the questionnaire, the User passes the questionnaire for further specialist analysis by means of the “Send” button. Sending the questionnaire requires a declaration that the information given in the questionnaire is, to the best of the User’s knowledge, correct at the time the questionnaire is sent. Sending the questionnaire for analysis is equivalent to closing any further editing of it.

8. Liability

8.1. NZOZ Wellysa is responsible for performing the healthcare services that form part of the Wellysa Service and are the subject of the Healthcare Services Agreement concluded with the User

8.2. The detailed rules of liability for the security and processing of personal and medical data are described in the document “Privacy and Cookies Policy for the “Wellysa” mobile application and the website www.wellysa.com”

8.3. Wellysa is not liable for:
8.3.1. the User providing, during Registration and in the genogram and other tests completed in the Application, data that is untrue, incomplete or out of date,
8.3.2. any damage caused by Users infringing the rights of third parties in connection with the use of the Application,
8.3.3. the consequences of a third party taking over the User’s password,
8.3.4. damage arising as a result of disruptions in the operation of the Application or its unavailability, caused by reasons beyond the control of Wellysa, or which occurred as a result of events that Wellysa was unable to prevent,
8.3.5. any damage caused by the User’s failure to comply with the provisions of these Conditions,
8.3.6. the quality of the healthcare services provided by the Laboratory as part of the Wellysa Service, as well as any damage resulting from the provision of healthcare services by the Laboratory,
8.3.7. a refusal by the Laboratory to provide healthcare services as part of the Wellysa Service, and damage resulting from it.

9. Consent to Communication

9.1. The User will be asked to give voluntary consent to receive marketing communications, in order to be informed of new functionalities and of additional campaigns for the Wellysa Service.

9.2. The User may consent to contact by SMS and/or e-mail and/or phone notifications.

10. Right to Withdraw from the Agreement

10.1. The User has the right to withdraw from the Healthcare Services Agreement without giving a reason and without incurring costs, subject to the provisions below, within 14 days from the date of conclusion of the Healthcare Services Agreement, that is, from the effective payment of the Fee for the Wellysa Service (“Withdrawal”).

10.2. The right to withdraw from the Healthcare Services Agreement does not apply:
10.2.1. to a User who holds a Partner Code, received digitally during a personal visit to a Wellysa partner facility, that is, who did not conclude the Healthcare Services Agreement at a distance.
10.2.2. by virtue of Article 38(1) of the Act of 30 May 2014 on Consumer Rights, because performance of the Healthcare Services Agreement has begun at the User’s request.

10.3. Exercising the right of Withdrawal consists in sending to NZOZ Wellysa a declaration of withdrawal from the Healthcare Services Agreement. A template of the declaration is Annex 1 to the Conditions. The declaration may be sent by the User to the e-mail address of the Centre - helpdesk@wellysa.com

10.4. After verifying whether the right to withdraw applies, NZOZ Wellysa will promptly send the User confirmation that the declaration of withdrawal from the Healthcare Services Agreement has been received, in a reply e-mail.

10.5. In the event of withdrawal from the Healthcare Services Agreement, the Agreement is deemed not to have been concluded, and the Centre will refund the Fee for the Wellysa Service without delay, and no later than within 14 days of the date of receiving the declaration of withdrawal from the Healthcare Services Agreement. The refund will be made using the same payment method as the User used.

11. Complaints

11.1. The User is entitled to submit a complaint in connection with the performance of the Healthcare Services Agreement.

11.2. A complaint may be submitted:
11.2.1. electronically, to the e-mail address of NZOZ Wellysa: helpdesk@wellysa.com
11.2.2. in writing, to the postal address of the Centre: NZOZ Wellysa, ul. Grójecka 22/24/32, 02-301 Warsaw,

11.3. It is recommended that a complaint contain at least:
11.3.1. data allowing the User to be identified and contacted: first name and surname, e-mail address, contact telephone number, correspondence address;
11.3.2. the subject of the complaint and the circumstances on which it is based, together with the date on which they occurred;
11.3.3. the User’s expectations of NZOZ Wellysa, in particular an indication of the action desired from NZOZ Wellysa.

11.4. The entity to which the complaint has been addressed will consider the complaint within 14 days of receiving it and will inform the User of the outcome without delay by e-mail. Where the data or information provided in the complaint need to be supplemented, the entity to which the complaint has been addressed will, before considering it, ask the person making the complaint to supplement it.

12. Medical Records

12.1. NZOZ Wellysa undertakes to keep medical records in connection with the healthcare services provided under the Healthcare Services Agreement concluded with the User, with the exception of the healthcare service consisting of a blood draw or the collection of other material, for the keeping of medical records of which the Laboratory and the Collection Point will be responsible.

12.2. Medical records will be kept, stored and made available by NZOZ Wellysa and the Laboratory in accordance with the rules arising from generally applicable law, in particular the provisions of the Act of 6 November 2008 on Patient Rights and the Patient Ombudsman, the Act of 28 April 2011 on the Healthcare Information System, and the Regulation of the Minister of Health of 6 April 2020 on the types, scope and templates of medical records and the manner of their processing.

12.3. Extracts, transcripts or copies of medical records are prepared and issued at the request of the User against written acknowledgement of receipt and, in cases specified in the law, also at the expense of the User requesting that the medical records be made available.

12.4. Records will be released to a third party who is neither the Authorised Person nor the statutory representative of the Authorised Person only on condition that an appropriate authorisation is shown.

13. Conclusion and Termination of the Healthcare Services Agreement

13.1. The Healthcare Services Agreement is deemed concluded when the User pays the Fee.

13.2. The Healthcare Services Agreement remains in force until the Wellysa Service has been performed or its performance has been refused, of which the User will be informed without delay, together with the reason for the refusal to perform the service.

14. User Support

14.1. If the User has any doubts or questions in connection with the provision of the Wellysa Service, the User has the right to make electronic contact:
14.1.1. on technical matters, billing or invoices – at the e-mail address: helpdesk@wellysa.com
14.1.2. on medical matters, concerning the Wellysa Medical Service – at the e-mail address: medycyna@wellysa.com

14.2. It is recommended that the User’s questions or doubts contain at least:
14.2.1. data allowing the User to be identified and contacted: first name and surname, e-mail address, contact telephone number, correspondence address;
14.2.2. the subject of the question or doubt and the circumstances on which it is based;
14.2.3. the User’s expectations of NZOZ Wellysa, in particular an indication of the action desired from NZOZ Wellysa.

14.3. Questions or doubts of the User submitted in accordance with this point 14.1-14.2 are dealt with without delay, and no later than within 14 days of receiving them, and the User is informed without delay of the outcome by e-mail.

15. Final Provisions

15.1. In matters not regulated in these Conditions, Polish law applies to the relationship between the parties to the Healthcare Services Agreement, that is, the User and NZOZ Wellysa.

15.2. The Centre reserves the right to amend these Conditions at any time. Amendments to these Conditions apply from the moment they are placed in the Application and concern Healthcare Services Agreements concluded after the Conditions have been published. Healthcare Services Agreements concluded by Users before the amendments to the Conditions enter into force are performed according to the Conditions in force at the time the Healthcare Services Agreement was concluded.

15.3. All disputes relating to the conclusion, performance and termination of the Healthcare Services Agreement concluded with the User will be resolved by the competent Polish common courts.

15.4. The Annexes form an integral part of the Conditions, that is:
15.4.1. Annex 1 – Template form for withdrawal from the Healthcare Services Agreement.

15.5. The Conditions enter into force on 1 August 2025.