1Who we are, and who provides your service
Hospedale is a service of Care Plus (2020) Ltd, Company No. 516233723, for requesting healthcare services at home and remotely. Care Plus (2020) Ltd operates the website and the app ("we").
The medical service itself is provided by the "service provider", whose name and business number appear on every booking and every invoice. Currently the service provider is Care Plus (2020) Ltd, Company No. 516233723, the same company that operates the app.
The service provider is the one who sells you the service, collects payment, and issues the invoice. It is also responsible for your medical treatment and your medical file.
Care Plus (2020) Ltd is also responsible for the app: that it works, that the information in it is secure, and that your booking reaches the service provider. If other service providers join in the future, the service provider's name will appear on every booking.
2The app is not an emergency service
In a medical emergency, call 101 (Magen David Adom, MDA) right away. In emotional distress: ERAN 1201.
The app, the chat, and the virtual assistant are not meant for emergencies. We may not respond right away.
3Who can use the app
Ages 18 and up.
Minors: a parent or guardian books for them from their own account (section 5).
You agree to give accurate details, and to update us if they change.
4Your account
You sign in with a one-time code sent to your phone, and after that with Face ID or a device passcode.
Do not give anyone your code or access to your account. If you think someone has accessed your account, contact us right away.
Before you can see your medical file, we will ask for an extra verification step: your ID number and date of birth.
5Family members and profiles
In the app, you can switch between your own profile and family members' profiles, to book services for them.
Without a document, you can only book and pay. The family member will not see any medical information.
To see a booking status or a medical summary, you need one of these:
Approval from the patient themselves: they get a link on their phone and choose what to share. For example, they can choose "status only".
An activated lasting power of attorney, or a guardianship order that covers medical matters. We will check the document before granting access.
A parent of a child under 18. On the day the child turns 18, the parent's access ends, and the child can manage the account on their own.
The patient can see at any time who is allowed to see their information, and revoke that permission. Revocation takes effect immediately.
Every time a family member views the information, it is logged.
6Booking and price
The final price, including VAT and mandatory extras, will be shown to you before you pay.
If during the visit it turns out that extra treatment is needed, the staff member will explain what is needed and what it costs, and will ask for your approval before treating you. Only after you approve will you get a payment link for the difference.
For clinic appointments and calls with a doctor, you pay a deposit ("booking fee") when you book. The amount is deducted from the price when you arrive.
The receipt is issued in the service provider's name. If the person paying is not the patient, the receipt will show only "medical service", with no details of the treatment.
7Cancellations, no-shows, and delays
Home visit
Cancellation is free until the staff member sets out to you. You will get a message when they leave.
Cancellation after they have left: a cancellation fee of TBD, and no more than the law allows: 5% of the price or 100 ₪, whichever is lower.
No-show: If the staff member arrived and you were not home, or you did not let them treat you, and you did not cancel in advance, you will be charged in full for the visit.
Clinic appointment or call with a doctor (including video)
Cancellation
up toTBD
before the appointment: a full refund of the deposit.
Later cancellation: a cancellation fee as allowed by law, no more than 5% or 100 ₪, whichever is lower.
No-show: If you did not come to the appointment, or did not join the call, and did not cancel, the deposit will not be refunded.
If we cancelled: You will get a full refund, including the deposit.
If we were late:
If we were later than the time window we agreed on, you may cancel with no charge and get a full refund.
If you chose to receive the service despite the delay, you can message us and ask for a credit. Management will review every request and reply within 3 business days.
We will message you if a delay is expected.
Your rights under the law are preserved: For a remote booking, you can cancel within 14 days, under the conditions set by law. Senior citizens (65 and over), people with disabilities, and new immigrants may cancel up to 4 months, if the booking included a conversation. Nothing in these terms limits any right under the Consumer Protection Law.
How to cancel: In the app, or on the support center's WhatsApp at 053-353-3379. The refund will be issued within 14 days, to the same payment method.
8The treatment itself
Permissions in the app are not consent to treatment. At every visit, the staff member will explain what they are about to do and ask for your consent. The patient may refuse.
The staff member decides, using professional judgment, whether the treatment is suitable for the home or for a remote call. If not, they will refer you elsewhere.
Records: Every treatment is recorded in the medical file kept by the service provider, as the law requires.
9Video calls with a healthcare professional
We will ask you to identify yourself at the start of the call.
A remote call does not replace an examination when an examination is needed.
We do not record the call. What is said in it is documented in writing in your medical file.
Please do not record the call without the healthcare professional's consent.
If the healthcare professional does not join the call, you will get a full refund.
10The virtual assistant (AI)
The app has a virtual assistant, by text and voice, that helps you find the right service, check prices, and book an appointment.
The assistant is not a medical professional and does not give medical advice. It does not diagnose, interpret symptoms, or recommend medications. Do not rely on it for medical questions.
If you describe a situation that seems urgent, the assistant will stop the conversation and refer you to 101.
You can ask for a human representative at any time. If none is available, we will tell you so in writing.
In a voice conversation, we will ask for your consent before we start. The recording is converted to text and deleted.
11Health readings from your phone and devices
You can connect devices, or take a photo of a measuring device. The readings are saved in your file and marked "patient reported".
When you take a photo, you will be asked to confirm that the numbers detected are correct. You are responsible for the accuracy of the readings you provide.
Readings are not monitored in real time. The staff member will review them at the next visit. In a medical emergency, call Magen David Adom (MDA) on 101 immediately.
12Finding service providers, profiles, and reviews
The app shows only healthcare professionals and service providers who have signed an agreement with us. Each healthcare professional's license is checked in the Ministry of Health registry, and the profile shows when it was checked. Details we have not checked are marked "as stated by the staff member".
The order in which service providers are shown is set by fixed rules that are the same for everyone: availability, area, fit for the service, and rating. Paid promotion, if there is any, will be marked.
Disclosure: Hospedale is a service of Care Plus (2020) Ltd, which is also a service provider in the app.
Reviews:
Only people who actually received treatment can write a review.
Before publishing, we remove medical information and identifying details from the review.
We also publish negative reviews. We remove a review only if it is offensive, defamatory, reveals personal details, or is fake.
The staff member may post one reply, without revealing medical information.
13What is not allowed in the app
Giving false details, or booking a service in someone else's name without permission.
Harassing, threatening, or harming staff members.
Trying to hack into the system, copy it, or bypass its security measures.
Going around the app to get a service directly from a staff member, when you met them through the app.
If you break these rules, we may suspend your account. We will act according to the law, and we will keep your medical file as required.
14Liability
The service provider and the healthcare professional who treated you are responsible for the medical treatment.
Care Plus (2020) Ltd, as the operator of Hospedale, is responsible for how the app works, for information security, and for the accuracy of the information it publishes itself.
15Intellectual property
The app, the Hospedale name, the logo, and the design are protected by copyright and intellectual property rights, and may not be used without permission. Your medical information belongs to you and is kept by the service provider.
16Changes to these terms
We will notify you in the app of any material change, at least 30 days before it takes effect. A booking that was already paid for will continue under the terms in effect at the time of booking.
17Governing law and jurisdiction
These terms are governed by Israeli law. Jurisdiction: subject to mandatory provisions of law, the competent courts in the Haifa District.
18Contact us
WhatsApp (support center): 053-353-3379
Email: info@careplus.co.il
Hospedale address:TBD
Questions about treatment you received, or a request for a copy of your medical file: Care Plus, info@careplus.co.il