Legal

Terms of Use for Patients

Terms for using the ExploreYourDoc platform

Version 2026-10.3-XKeffective from 11.10.2026

Legal text · ExploreYourDoc

These Terms of Use apply to the use of the Shendetesia platform at shendetesia.com / shendeti.online and the associated mobile apps (hereinafter the "Platform" or "Service"). The Platform is operated by ExploreYourDoc e.U. The Terms of Use govern the contractual relationship between the operator and end users (in particular patients) who use the Platform to search for medical providers, to book appointments or for information purposes. Separate agreements apply to medical providers (e.g. for the ExploreYourDoc practice software); these Terms of Use do not apply to their contractual relationship with the operator.

Important notice: The Platform is not intended for emergencies. In a medical emergency, call the emergency number 112 immediately.

Last updated: 11.10.2026

1. Scope and contracting party

1.1 Operator

ExploreYourDoc e.U.

Hirschstettner Straße 19/P/P0413

1220 Vienna, Republic of Austria

Commercial register number (Firmenbuch): FN 644542g

Owner: Lorian Atashi

Platform: Shendetesia (shendetesia.com · shendeti.online)

Phone: +383 45 630 928

E-mail: [email protected]

Data protection: [email protected]

1.2 Scope

Patients/end users: persons who use the Platform to search for medical providers, to book appointments or for information purposes

Important: Separate terms/service agreements apply to medical providers (e.g. doctors, pharmacies, hospitals) (e.g. in the context of registration as a provider or when using the ExploreYourDoc practice software). These Terms of Use do not apply to their contractual relationship with the operator.

1.3 Changes to the Terms of Use

The operator reserves the right to amend these Terms of Use at any time with effect for the future. Registered users will be informed of material changes by e-mail or by a notice on the Platform. Continued use of the Platform after the changes take effect constitutes acceptance of the amended terms.

2. Description of the services

2.1 Scope of services

Shendetesia offers the following services:

Search function for doctors, pharmacies, hospitals and other healthcare facilities in the Republic of Kosovo
Online appointment booking with participating medical providers
Appointment requests to medical facilities that have not yet claimed their profile (without binding online booking)
Optional: Technical processing of payments for services provided by participating medical providers (e.g. settlement of invoices/service fees)
Provision of information about medical providers (opening hours, location, specialties, etc.)
Rating and review function
Informational health content (without the character of medical advice)

2.2 No medical service

Important notice: Shendetesia is an intermediary platform; the operator does not itself provide any medical services. The information provided on the Platform is for general information purposes only and in no case replaces:

Medical advice, diagnosis or treatment
A professional medical opinion
A visit to a qualified doctor or therapist

In a medical emergency, please call the emergency number 112 immediately or go to the nearest emergency department.

2.3 Availability

The operator endeavours to ensure that the Platform is available with as few interruptions as possible but cannot guarantee this. Maintenance work, technical faults or force majeure may lead to temporary restrictions. There is no entitlement to uninterrupted availability.

2.4 Payments (where offered)

The Platform may – where offered by the respective medical provider and technically enabled – give end users the option of paying fees for the provider's services via the Platform (e.g. settlement of an invoice).

In this context, the operator acts as a technical service provider and merely provides the technical infrastructure. As a rule, the operator does not charge end users any platform fees of its own for the use of the payment function.

Price information, service descriptions, invoice amounts and tax information originate – unless expressly stated otherwise – from the respective medical provider.

Contractual relationship: The treatment/service contract is concluded exclusively between the end user and the respective medical provider. The operator does not provide any medical services and does not become a contracting party to the medical service.

Payee and invoicing: Where payment via the Platform is possible, the payment goes directly to the respective medical provider. Invoicing/billing for the medical service is carried out – to the extent legally required or customary – by the provider. The operator does not issue an invoice for the medical service unless expressly stated otherwise.

A payment receipt provided in the course of the payment process is not necessarily a (tax) invoice from the provider. The provider is responsible for the (medical) invoice and its contents.

Payment service provider: Payments are processed via RaiAccept, the payment gateway of Raiffeisen Bank Kosovo. The payment goes directly to the medical provider's own RaiAccept merchant account; the operator merely transmits the order data to RaiAccept. Payment data (e.g. card details) is entered and processed directly in the RaiAccept payment form. The operator does not store complete payment data but merely receives payment-related confirmations/references.

Fees and disclosure: Any charges or fees (e.g. no-show fees, cancellation fees or costs depending on the payment method) may – depending on the provider and the selected payment method – be shown in the payment process or in the course of the appointment booking.

Failed payments: In the event of failed payments (e.g. insufficient funds, technical errors, security checks such as 3-D Secure), the transaction may be aborted. In such a case, the end user is obliged to make the payment again or to choose another means of payment.

Cancellation, refund, complaints: Whether and to what extent a refund or cancellation is possible is generally governed by the terms of the respective medical provider (e.g. cancellation periods, no-show rules). Where the operator provides technical functions for reversing transactions, this is done on behalf of or in accordance with the instructions of the provider.

Chargebacks: In the event of chargebacks or payment disputes, it may be necessary for end users and/or providers to provide additional information. In this context, the operator may transmit data (e.g. booking/payment references) to the payment service provider to the extent necessary for processing.

2.5 Display, sorting and advertising

Which doctors and facilities are displayed in the search depends on your search criteria and filters (e.g. specialty, location, public or private facility, language, online booking).

Order for a search near you: The results are sorted exclusively by distance from the selected location.

Order in all other lists: The results are sorted by a ranking score and, where scores are equal, alphabetically. The ranking score is calculated automatically on a regular basis and is made up of the following main parameters (weighting in brackets):

Profile completeness (25 %): e.g. specialty, address, contact details, description, photo, practice opening hours and services.
Ratings (25 %): average rating by patients; only fully taken into account once there are several ratings.
Activity (15 %): number of appointments arranged and attended via Shendetesia in the last 90 days.
Response time (15 %): how quickly appointment requests via Shendetesia are confirmed.
Features used (10 %): whether the practice uses online booking or video consultation via the Platform. These features are part of paid packages of the ExploreYourDoc practice software; their use may therefore affect the order.
Verification (10 %): whether the identity or professional licence has been verified and whether the practice has claimed its profile itself.

Profiles maintained by the practices themselves generally contain more information and therefore tend to be displayed higher up. Any further payment for a better placement in the regular order is not possible.

Advertising on the website: Advertisements from Google (AdSense) may be displayed between the search results. They are labelled as "Ad", do not originate from listed practices and have no influence on the order of the results. For details, see the Privacy Policy (section 4.4 Google AdSense).

If practices are able to book paid highlighting or placements in the future, these will be displayed separately from the regular results and labelled as "Sponsored" or "Ad".

In the patient app (iOS/Android), advertisements (native ads) may be displayed in search and home lists. These serve to finance the free service and are recognisable as advertising. Consent is obtained via Google UMP; for details, see the Privacy Policy (section 4.11 Google AdMob).

3. Registration and user account

3.1 Registration

Certain functions of the Platform (e.g. online appointment booking, ratings) require prior registration. Truthful and complete information must be provided during registration.

The user is obliged:

To keep their login credentials (in particular their password) secret and to protect them from access by third parties
To inform the operator without undue delay if there are indications that a third party has obtained knowledge of the login credentials
To choose a secure password (we recommend at least 8 characters and a combination of letters, numbers and special characters)

The user is liable for all activities carried out using their login credentials, unless they are not responsible for the misuse.

3.3 Minimum age

The Platform is aimed at persons who can validly enter into contracts under the applicable statutory provisions. Minors may only use the Platform with the consent of a parent or legal guardian. The operator reserves the right to request corresponding proof.

3.4 Account deletion

Users can delete their account at any time via the account settings or by written notice to the operator. After deletion, personal data will be handled in accordance with the Privacy Policy and the statutory retention periods.

4. User obligations

4.1 General rules of conduct

Users undertake:

To use the Platform only for lawful purposes and in accordance with these Terms of Use
Not to provide any false, misleading or fraudulent information
To respect the rights of other users and third parties
Not to publish any content that is unlawful, offensive, defamatory, discriminatory, threatening or otherwise objectionable
Not to distribute any viruses, malware or other harmful programs
Not to use any automated systems (bots, scrapers, etc.) without express permission

4.2 Ratings and reviews

The following rules apply when submitting ratings:

Ratings must be based on actual experiences
The reviewer must have been a patient of the rated provider
Ratings must be worded objectively and fairly
Abusive criticism, insults and untrue statements of fact are prohibited
No medical diagnoses, promises of cure or other misleading health-related claims may be made
Fake ratings (including positive self-ratings) are prohibited

The operator reserves the right to review ratings and to remove them in the event of a breach of these rules.

To prevent misuse, the operator may in individual cases request further information or evidence (e.g. appointment confirmation), to the extent that this is appropriate and necessary.

4.3 Appointment bookings

The following applies to online appointment booking:

Booked appointments are binding and should be kept
If you are unable to attend, the appointment must be cancelled in good time (at least 24 hours in advance, unless otherwise stated)
Repeated failure to attend without cancellation may lead to exclusion from the appointment booking function
The specific cancellation conditions may vary depending on the provider and are shown at the time of booking
Providers may charge fees for appointments not attended without timely cancellation (no-show). Whether and in what amount this is permissible depends on the terms of the respective provider and the applicable statutory provisions.
Providers may ask end users to submit additional information via digital forms in connection with an appointment booking. Unless expressly marked otherwise, these forms are provided by the respective provider; the operator merely provides the technical transmission function for this purpose.

Appointment requests to facilities that have not yet claimed their profile are not confirmed appointments. The facility will contact you directly.

4.4 Reporting content (moderation)

If you believe that content on the Platform (e.g. ratings, comments or profile information) is unlawful or violates these Terms of Use, you can report it.

Please send your report with as precise a description as possible and – where possible – a link/screenshot to: [email protected]. The operator reviews reports within reasonable limits and may block or remove content in the event of violations.

5. Note on medical providers

Medical providers (e.g. doctors, pharmacies, hospitals) may be listed on the Platform or offer functions such as online appointment booking.

The use of Platform functions by medical providers (e.g. profile management, appointment management, paid additional services or use of the ExploreYourDoc practice software) is subject to their own general terms and conditions or service agreements, which are concluded and accepted separately. These Terms of Use apply exclusively to patients/end users.

6. Intellectual property

6.1 Rights of the operator

All rights to the Platform, including design, logos, texts, graphics, software and databases, belong to the operator or its licensors. Use is only permitted within the scope of these Terms of Use.

6.2 User licence

The operator grants the user a non-exclusive, non-transferable, revocable right to use the Platform for private, non-commercial purposes.

6.3 User-generated content

By posting content (e.g. ratings), the user grants the operator a free-of-charge right of use, unlimited in time and territory, to use, reproduce and make this content publicly available in the course of operating the Platform.

7. Liability

7.1 Liability of the operator

The operator is liable without limitation for damage resulting from injury to life, body or health and for damage caused intentionally or through gross negligence.

In the case of slight negligence, the operator is only liable for breach of essential contractual obligations and the amount of liability is limited to the foreseeable damage typical of the contract, unless mandatory statutory provisions provide otherwise.

7.2 Disclaimer for third-party content

The operator is not liable for:

The accuracy, completeness and timeliness of the information provided by providers
The quality of the medical services provided by providers
The content of linked external websites
Content created by other users (e.g. ratings)

7.3 Liability for medical decisions

The operator assumes no liability for medical decisions made on the basis of information found on the Platform. Each user is responsible for obtaining medical advice from qualified professionals.

8. Data protection

The protection of your personal data is very important to us. Personal data is collected, processed and used exclusively in accordance with the applicable data protection provisions, in particular Law No. 06/L-082 on Protection of Personal Data of the Republic of Kosovo and – where applicable – the EU General Data Protection Regulation (GDPR), and our Privacy Policy.

Health data is a category of sensitive personal data and is only processed with your explicit consent or for healthcare purposes and in compliance with special safeguards.

Where payment functions are used, personal data may be transmitted to and processed by RaiAccept or Raiffeisen Bank Kosovo. Details on the categories of data, purposes, legal bases and recipients can be found in our Privacy Policy.

Detailed information can be found in our Privacy Policy.

9. Suspension and termination

9.1 Suspension by the operator

The operator is entitled to temporarily suspend or permanently delete user accounts if:

The user violates these Terms of Use
There is a suspicion of misuse
Statutory provisions or orders by public authorities require this
The user has provided false information during registration

Before a permanent suspension, the user will generally be informed and given the opportunity to comment, unless this is unreasonable due to the severity of the violation.

9.2 Termination by the user

Users can terminate their user relationship at any time without giving reasons by deleting their account.

9.3 Termination by the operator

The operator may terminate the user relationship by ordinary notice with a notice period of 30 days. The right to extraordinary termination for good cause remains unaffected.

10. Dispute resolution

10.1 Complaints

In the event of complaints or disagreements in connection with the use of the Platform, please contact us first (contact details under section 1.1). We will endeavour to find an amicable solution.

10.2 Consumer dispute resolution

We do not participate in dispute resolution proceedings before a consumer arbitration board unless we are legally obliged to do so.

11. Final provisions

11.1 Applicable law

The law of the Republic of Kosovo applies. Mandatory consumer protection provisions of the state in which the consumer has their habitual residence remain unaffected.

11.2 Place of jurisdiction

For disputes with entrepreneurs, the competent courts in Pejë, Republic of Kosovo, have jurisdiction. For consumers, the statutory places of jurisdiction apply.

11.3 Severability clause

Should individual provisions of these Terms of Use be or become invalid, the validity of the remaining provisions shall remain unaffected. The invalid provision shall be replaced by a valid provision that comes closest to the economic purpose of the invalid provision.

11.4 Entire agreement

These Terms of Use, together with the Privacy Policy and any other special agreements, constitute the entire agreement between the user and the operator with regard to the use of the Platform.

12. Contact

If you have any questions about these Terms of Use, please contact: