Terms of Service

MyMed.bg is a technology platform for finding doctors and healthcare providers, booking appointments online and managing them. MyMed.bg does not provide medical services, does not make diagnoses and does not give medical advice. The contract for the medical service is concluded directly between the user or patient and the healthcare provider or doctor identified in the booking. That healthcare provider determines the medical service, the price, the conditions of admission and how the appointment is carried out.

“Platform” means the website, the web application and the related services of MyMed.bg, operated by Bulpharma OOD. “Operator” means Bulpharma OOD. “Healthcare provider” or “practice” means the medical facility or doctor offering available appointments through the platform. “User” means the person who uses the platform and manages the MyMed.bg account. “Patient” means the person for whom a particular appointment is reserved; the patient may be the user, or a child or person under the user’s legal representation. “Booking” means a request for a specific doctor, healthcare provider, date and time, managed through the platform.

“Card guarantee” means a mechanism, used for certain paid appointments, under which the payment method is securely stored through Stripe at the time of booking, with no payment taken and no amount blocked in advance. Only where the healthcare provider has enabled the temporary-block option and the appointment is less than 7 calendar days away may an amount equal to the full published price of the appointment be temporarily blocked at booking. A temporary block is not a final payment. “No-show fee” means an amount owed to the healthcare provider where a confirmed no-show occurs for an appointment with an active card guarantee; it equals the full published price of the appointment and is shown before the booking is confirmed.

MyMed.bg is operated by Булфарма ООД, company no. 112064200, with its registered seat and address of management at гр. Пещера, ул. “Нешо Чипев” 1.

An account may be required to use certain features. The account is created and managed by an adult. At registration and when confirming actions we may use one-time codes (OTP) by phone or email. The user is responsible for the accuracy of the details provided, for the security of the means of access to the account, and for actions taken through the account, except where there has been unauthorised access for which the user is not responsible. Two-factor protection is available to any account as an option and can be switched on and off from the security settings; it is not mandatory. Service messages about a created, changed or cancelled booking, and reminders about an upcoming appointment, are part of the service and are not marketing messages.

A user may book an appointment for their child or for a person they are entitled to represent. For such a booking, only the minimum necessary patient details are provided — as a rule the name and age (or date of birth), and where needed a phone number for the patient — while the phone number, email address, OTP codes and service notifications remain linked to the user’s account. By making such a booking, the user declares that they have a legal basis to provide the necessary data and to manage the appointment on the patient’s behalf. MyMed.bg may restrict or refuse this feature where there is reasonable suspicion of misuse or of an absence of authority to represent.

MyMed.bg applies one online cancellation and rescheduling window to every practice. You can cancel or reschedule an appointment yourself up to 120 minutes before it starts; a later cancellation can only be made by the practice. A deposit you have paid is refunded in full when you cancel within that window, and always when the practice cancels on its own initiative, whenever that happens; if the practice cancels at your request, the same 120-minute rule applies. A deposit is not refunded if you do not attend. If an appointment is moved, the deposit carries over to the new time — it is not recalculated and not automatically refunded. The refund is issued by the practice to the card used to pay. You can manage supported booking changes from your account.

A practice may require a deposit when you book online. The deposit is part of the final price and is credited toward it — it is not an extra fee and not a booking charge. The amount is held on your card when you book and is only taken once the appointment is confirmed; if the booking never reaches a confirmed appointment, the hold is released and nothing is taken. The payment is made to the practice, not to the platform: the practice is the merchant for the transaction, issues the payment document and is responsible for refunds and disputes, while Stripe processes the payment on its behalf. A deposit is due only for a calendar the practice has activated it for, and only for self-paid bookings — bookings under NHIF cover, with a voucher or for a free preventive examination, and those the practice makes at the desk or by phone, are not prepaid. Taking payments through the platform is not currently active and will be introduced at a later stage; practices do not accept deposits through the platform, and subscriptions serve only to manage bookings. Before any paid feature, guarantee, fee or refund flow is activated, its price and applicable terms must be shown in advance.

The rules on the 14-day right of withdrawal from a distance contract do not apply to the medical service in the cases where health services are excluded from the relevant regime of the Bulgarian Consumer Protection Act. This does not limit the agreed rights to cancel or reschedule a booking under these terms and under the rules of the healthcare provider.

Only users with an actual completed visit booked through the platform may leave a review, and only within 14 days of the visit; walk-in visits booked without a platform reservation cannot be reviewed. Reviews must be made in good faith and must not contain offensive, false or third-party sensitive content. We reserve the right to remove reviews that breach these rules or the law.

The user undertakes:

• to use the platform lawfully and in good faith;
• to provide accurate and up-to-date information;
• not to make fictitious or abusive bookings;
• not to attempt to gain unauthorised access to other people’s accounts, bookings or data;
• not to compromise the security, normal operation or technical limits of the service.

We aim for high availability of the platform, but we do not guarantee uninterrupted operation. Interruptions are possible for maintenance, updates, security, or for reasons beyond our control. Where reasonably possible, planned interruptions are carried out so as to limit the impact on users.

MyMed.bg is responsible for providing the technology platform within the limits of applicable law. MyMed.bg is not responsible for medical decisions, or for the quality or outcome of the medical service, which are the responsibility of the healthcare provider and the medical professionals concerned. Nothing in these terms limits or excludes liability that cannot be limited by law, nor the mandatory rights of consumers.

The roles of Bulpharma OOD and of the healthcare providers in processing personal data are described in the Privacy Policy. For a specific medical booking, the healthcare provider concerned is the controller and Bulpharma OOD processes the data through MyMed.bg as a processor on that provider’s instructions. Bulpharma OOD is an independent controller for its own account, security and platform-operation functions, as described in the Privacy Policy.

The platform, its software, design, content and trade marks are protected by intellectual property rights belonging to the operator or its licensors. They may be used only within the ordinary use of the service, unless express permission has been given.

A user may stop using the platform and request that their account be closed. Closing the account does not automatically delete data about bookings for which the healthcare provider has its own legal basis or retention period. Details are set out in the Privacy Policy. MyMed.bg may restrict or terminate access in the event of a material breach of these terms, misuse, a security risk, or where this is necessary to comply with a legal obligation.

We may update these Terms and Conditions where the service, the technical model or the applicable law changes. For material changes we will give appropriate notice before they take effect, where this is required.