Terms and Conditions
Effective from: 14 September 2023
These Terms of Use (“Terms”) apply between Charlie Care AB, Swedish corporate registration no. 559428-4878 (“Charlie Care”, “we”, “us”) and you as a user of the services described below (“Customer”, “you”). By using Charlie Care’s services, you accept these Terms.
1. General
1.1 Charlie Care is a digital platform accessible via the channels we announce from time to time, currently at www.charliecare.se.
1.2 To use our counselling services, you must be at least 18 years old and able to identify yourself with a valid Swedish e-ID (BankID). The service may only be used by and for the person to whom the account belongs. The healthcare you receive as a patient through the platform is provided by Charlie Care or another healthcare provider with whom we have an agreement. The healthcare provider’s responsibility is governed by applicable law (e.g. the Health and Medical Services Act, the Patient Act and the Patient Data Act), not by these Terms.
1.3 Charlie Care must not be used in medical emergencies. In case of emergency, call 112 or go to the nearest emergency room.
2. Liability
Charlie Care works exclusively with established healthcare providers supervised by the Swedish Health and Social Care Inspectorate (IVO). Charlie Care is not responsible for the healthcare providers’ performance of their services and cannot be held liable for any breach of contract or quality deficiencies by these providers.
3. Changes to Charlie Care and its services
We continuously update our services and reserve the right to make changes at any time without prior approval from you. This may include changes to the technical solution, platform design, functionality, or access requirements.
3.1 Availability The platform is normally available 24/7, except during planned maintenance (this does not mean clinicians are available around the clock).
3.2 Customer support is normally available on weekdays 09:00–17:00 CET via info@charliecare.se.
3.3 Available appointment times are shown in the booking system.
3.4 Access to counselling requires a valid BankID and that you are 18 or older.
3.5 In the event of reduced availability, we will take reasonable measures to restore service. You are not entitled to any other remedy.
3.6 We may temporarily suspend access for maintenance, bug fixes, upgrades, etc.
4. Your responsibilities
4.1 You agree to comply with these Terms and any instructions published on charliecare.se.
4.2 You are responsible for the accuracy of the information you provide. We are not liable for damage caused by incorrect or outdated information.
4.3 You agree that by creating an account and using Charlie Care’s platform (including app.charliecare.se), we may send you marketing communications and newsletters to the email address you have provided, in accordance with our Privacy Policy. You may withdraw your consent and unsubscribe at any time.
4.4 You must keep login credentials (e.g. BankID, passwords) secure and never disclose them to unauthorised persons. If you suspect unauthorised access, you must immediately take action to restrict access and notify us at info@charliecare.se.
4.5 You are responsible for all activities carried out under your account and must comply with applicable laws, ethical standards, and not use the service in a way that causes harm to Charlie Care or others.
5. Pricing, invoicing and payment
5.1 Prices for services are displayed on the platform at the time of booking and are paid through the payment methods we offer.
5.2 Cancellation policy
- Free cancellation: more than 24 hours before the appointment.
- Cancellation within 24 hours or no-show: full fee is charged, no refund or rescheduling.
Cancellations must be sent by email to info@charliecare.se.
6. Contract period and termination
6.1 The agreement runs indefinitely. You may terminate it at any time by emailing info@charliecare.se. We may terminate immediately if you breach these Terms. We also reserve the right to close inactive accounts after 24 months.
7. Our liability and limitation of liability
We are not liable for errors, deficiencies or breaches unless required by mandatory law. We are never liable for indirect damages (including loss of data) unless caused by gross negligence on our part. Important: Charlie Care has no liability for the medical advice or treatment provided through the service.
7.1 Our total liability is in all cases limited to a maximum of 0.5 base amount (SEK 26,250 based on the 2023 base amount).
7.2 Claims for damages must be made without undue delay after the damage was or should have been discovered.
7.3 You must indemnify Charlie Care against claims arising from your infringement of third-party rights or misuse of the service.
8. Personal data
Our processing of personal data is described in our Privacy Policy.
9. Changes to the Terms
We may update these Terms at any time. For existing customers, changes take effect one week after publication on www.charliecare.se. Continued use of the service means you accept the new Terms. New customers are bound by the latest version immediately.
10. Confidentiality
Both parties undertake to keep confidential all information received from the other party that is marked as confidential or is obviously confidential, except where such information becomes public through no breach of these Terms or law.
11. Intellectual property rights
11.1 Charlie Care owns all intellectual property rights to the platform, services and content. All rights are reserved.
11.2 You may not use any copyrighted material for commercial purposes without our prior written licence.
12. Force majeure
A party is released from liability if performance is prevented or materially impeded by circumstances beyond its reasonable control that could not reasonably have been foreseen.
13. Notices
Notices shall be sent by courier or email to the contact details provided. Email notices are considered delivered when sent.
14. Assignment and subcontractors
14.1 Neither party may assign rights or obligations without the other party’s written consent, except that Charlie Care may assign to an affiliated company.
14.2 We may engage subcontractors to fulfil our obligations.
15. Governing law and disputes
15.1 These Terms are governed by Swedish law.
15.2 Any dispute shall be finally settled by a Swedish court.