Virtual consultation terms

A virtual consultation is a private, encrypted video call between you (the patient) and a trichologist listed on the platform. Calls are sent peer-to-peer; if you and the trichologist both consent inside the room, the call may be recorded and an AI-generated summary stored alongside it. The platform facilitates booking, payment, and the call infrastructure — it does not participate in the consultation.

Each trichologist operates in one of two modes, shown on their booking page:

• Wellness / cosmetic — the default. The consultation is a wellness, cosmetic, or educational service. It is not medical advice, diagnosis, treatment, or a prescription. If you have a medical concern, see a licensed clinician in your jurisdiction.
• Licensed provider — the trichologist holds a relevant healthcare licence in their own jurisdiction and may operate as a licensed provider under that jurisdiction's rules. The platform itself does not provide healthcare and does not act as the trichologist's employer or supervising entity. Until we explicitly enable HIPAA-grade storage, licensed providers commit not to transmit Protected Health Information (PHI) through the platform.

When you book a paid consultation, your card is authorized (a hold is placed) for the full price. You are charged only after the consultation completes, defined as a call that lasts at least five minutes between when the trichologist joins and when either party ends the call. If the call ends before that threshold, the authorization is voided automatically and your card is not charged.

Stripe processes the payment. The platform is the merchant of record and remits the trichologist's share to them on a periodic batch basis, net of the platform's service fee. We are not your bank or a money transmitter; we hold funds only for the short window allowed by Stripe's authorization model (up to seven days).

Each trichologist sets their own cancellation window (default: free cancellation up to 24 hours before the call) and may set a no-show fee, both shown to you before you confirm payment.

• Cancelling before the window: the authorization is voided in full. No charge.
• Cancelling inside the window or failing to join: the trichologist may capture their published no-show fee from the authorized hold. The remainder of the hold is released.
• Trichologist-initiated cancellation: the authorization is voided in full.
• Disputes: contact support within 30 days. The platform may, at its discretion, refund all or part of a captured payment when there is reasonable evidence of misconduct, technical failure, or a violation of these terms.

Recording and the AI summary are off by default and require both parties to opt in inside the call room before the recording begins. Recordings are stored in encrypted private storage and accessible only to you, your trichologist, and platform staff acting on a documented trust & safety request (each such access is written to an audit log visible to both parties). You can delete your copy of any recording at any time from the consultation page.

During a video consultation your trichologist may capture still clinical images from the call (for example, scalp close-ups) and save them privately to your patient record so they can be reviewed in future consultations. You can allow or refuse image capture per consultation from the pre-call consent screen, and you can review or delete any saved image at any time from My snapshotson your dashboard. Images are stored in encrypted private storage and visible only to you and the trichologist who captured them.

The platform:

• Provides booking, payment, video, and storage infrastructure.
• Verifies trichologists' credentials at the level disclosed on their profile (see our verification standards).
• Sets community guidelines and may remove practitioners who breach them.

The platform does not:

• Practice medicine, diagnose, or prescribe.
• Guarantee outcomes from any consultation.
• Insure trichologists. Each trichologist carries their own professional liability / indemnity cover and is solely responsible for the clinical content of their consultations.
• Provide emergency care. For medical emergencies, call your local emergency number.

These terms are governed by the same jurisdiction clause as our Terms of Service. Any dispute about a specific consultation should first be raised with the trichologist; unresolved disputes can be escalated to our trust & safety team via Contact.