1. Scope
1.1 These General Terms and Conditions (hereinafter “GTC”) apply to the use of and all legal transactions concluded or initiated via the platform www.arvena.ch (hereinafter “Platform”).
The Platform is provided by 4Me Group GmbH (hereinafter “Operator”).
1.2 These GTC apply to both registered medical doctors (hereinafter “Healthcare Providers”) and registered or unregistered patients (hereinafter “Users”) who request, book, or use telemedical services via the Platform.
1.3 By registering on the Platform, agreeing to these GTC and using the Platform for the first time, the User confirms their acceptance of these terms.
1.4 Deviating terms and conditions of Users shall not apply unless the Operator has expressly agreed to them in writing.
2. Description of Services
2.1 The Platform enables Users to book and access telemedical services from Healthcare Providers. Consultations are generally conducted via the Google Meet video service or a technically comparable solution.
The User acknowledges that these third-party providers apply their own data protection and operational standards over which the Operator has no control.
2.2 The Operator does not provide any medical consultation, treatment, or recommendation. All medical services are provided exclusively by Healthcare Providers under their professional and legal responsibility.
2.3 A usage agreement is established between the Operator and the User.
A separate treatment contract is established exclusively between the User and the Healthcare Provider.
3. Conclusion of Contract
3.1 The usage agreement between the User and the Operator is concluded when the User registers on the Platform and receives confirmation by e-mail.
3.2 A treatment contract between the User and the Healthcare Provider is generally concluded when the User books an appointment via the Platform and the Healthcare Provider accepts the booking or when the telemedical consultation takes place.
4. Use of the Platform, Video Service and Availability
4.1 The video service Google Meet is currently used for online consultations. Use of Google Meet is additionally subject to Google’s terms of use and privacy policy. The User acknowledges that the applicable Google terms apply to the use of this service.
4.2 The Operator strives to make the Platform and its services available without interruption. However, no specific availability is guaranteed. Short-term interruptions may occur, e.g., for maintenance work, technical problems or force majeure.
4.3 Users are responsible for providing the technical requirements for using the Platform and Google Meet (e.g., internet access, up-to-date browser, working camera/microphone, sufficient data security on their device).
5. User Obligations
5.1 The User agrees to provide truthful, current, and complete information during registration and while using the Platform. Any changes must be updated immediately.
5.2 The User must securely store access credentials (passwords etc.) and ensure they are not shared with third parties.
5.3 The User agrees to use the Platform solely in compliance with applicable law and these GTC.
5.4 The User acknowledges that emergencies and life-threatening situations may not be handled via the Platform. In such cases, the User must immediately contact emergency services (144) or an appropriate emergency facility.
6. Obligations of Healthcare Providers
6.1 Healthcare Providers use the Platform to provide their medical services but act independently under their professional and legal responsibility.
6.2 They are bound by the legal and professional obligations applicable to their profession (particularly confidentiality and data protection laws).
6.3 The decision regarding which medical services can be provided via telemedicine or whether an in-person consultation is required is made at the professional discretion of the respective Healthcare Provider.
7. Data Protection and Data Security
7.1 The Operator processes personal data of Users and Healthcare Providers in accordance with Swiss data protection law (including the Swiss Data Protection Act, “DSG”) and, where applicable, the EU General Data Protection Regulation (GDPR).
7.2 The Operator implements appropriate technical and organisational measures to ensure data security (e.g., encrypted SSL/TLS transmission, server location in Switzerland or in a country with an equivalent level of protection).
7.3 Details on the processing of personal data, data processing purposes, retention periods and individual rights are provided in the Operator’s separate Privacy Policy. This policy is available on the Platform and forms part of these GTC.
8. LIABILITY
8.1 THE OPERATOR’S LIABILITY SHALL BE GOVERNED BY STATUTORY PROVISIONS, BUT ONLY WITHIN THE LIMITS OF THE FOLLOWING TERMS.
8.2 ANY LIABILITY OF THE OPERATOR FOR MATERIAL OR IMMATERIAL DAMAGE — INCLUDING INDIRECT LOSSES, CONSEQUENTIAL DAMAGES, DATA LOSS, FINANCIAL LOSS, LOSS OF USE OR LOSS OF PROFIT — ARISING FROM THE USE OR ACCESS OF THE PLATFORM, TECHNICAL FAILURES, TRANSMISSION ERRORS, SYSTEM OUTAGES OR MISUSE, IS EXCLUDED TO THE MAXIMUM EXTENT PERMITTED BY LAW.
8.3 THE OPERATOR DOES NOT WARRANT THAT FUNCTIONS, CONTENT OR SERVICES OF THE PLATFORM WILL BE AVAILABLE AT ALL TIMES, ERROR-FREE OR FREE FROM HARMFUL COMPONENTS. THE OPERATOR MAY RESTRICT OR INTERRUPT THE PLATFORM AT ANY TIME, TEMPORARILY OR PERMANENTLY.
8.4 ALTHOUGH THE OPERATOR MAKES EVERY EFFORT TO PROVIDE CURRENT AND RELIABLE SERVICES, NO GUARANTEE IS GIVEN FOR THE ACCURACY, COMPLETENESS, TIMELINESS OR RELIABILITY OF THE INFORMATION PROVIDED. INFORMATION MAY BE CHANGED AT ANY TIME WITHOUT PRIOR NOTICE.
8.5 ANY DECISIONS OR ACTIONS TAKEN BY USERS ON THE BASIS OF INFORMATION PROVIDED ON THE PLATFORM ARE MADE AT THEIR OWN RISK. THE PLATFORM DOES NOT REPLACE QUALIFIED MEDICAL DECISION-MAKING.
8.6 THE OPERATOR DOES NOT PROVIDE MEDICAL SERVICES. ALL CONSULTATIONS, DIAGNOSES AND TREATMENTS ARE PERFORMED EXCLUSIVELY BY HEALTHCARE PROVIDERS UNDER THEIR OWN PROFESSIONAL AND LEGAL RESPONSIBILITY. CLAIMS RELATED TO MEDICAL SERVICES MUST BE DIRECTED TO THE RELEVANT HEALTHCARE PROVIDER.
8.7 LIABILITY FOR AUXILIARY PERSONS AND THIRD-PARTY PROVIDERS (ESPECIALLY VIDEO SERVICE PROVIDERS SUCH AS GOOGLE MEET) IS EXCLUDED TO THE MAXIMUM EXTENT PERMITTED BY LAW.
8.8 THE ABOVE EXCLUSIONS DO NOT APPLY IN CASES OF INTENTIONAL MISCONDUCT OR GROSS NEGLIGENCE BY THE OPERATOR.
9. Fees, Payment and Cancellation
9.1 Any fees for use of the Platform or for consultations shall be clearly displayed to the User before booking.
9.2 Payment may be processed via the Platform or third-party providers. Any additional fees will be shown where reasonably possible.
9.3 CANCELLATION POLICY:
THE USER MAY CANCEL A BOOKED APPOINTMENT FREE OF CHARGE UP TO 48 HOURS BEFORE THE SCHEDULED APPOINTMENT.
CANCELLATION MUST BE MADE IN WRITING BY E-MAIL TO INFO@ARVENA.CH.
IF THE USER CANCELS LESS THAN 48 HOURS BEFORE THE APPOINTMENT OR FAILS TO ATTEND, THE FULL COST OF THE BOOKED SERVICE MAY BE CHARGED.
9.4 Any refunds or goodwill adjustments remain at the discretion of the Operator or Healthcare Provider, where the latter invoices independently.
9.5 THE USER IS RESPONSIBLE FOR SELECTING THE APPOINTMENT TYPE AND SERVICE CATEGORY THAT MATCH THEIR NEEDS. THE OPERATOR AND THE HEALTHCARE PROVIDERS ARE NOT OBLIGED TO VERIFY WHETHER THE SELECTED APPOINTMENT TYPE OR SERVICE CATEGORY IS APPROPRIATE FOR THE USER’S MEDICAL REQUIREMENTS.
A REFUND OR RESCHEDULING DUE TO AN INCORRECT SELECTION OF APPOINTMENT TYPE, SERVICE CATEGORY OR DURATION IS EXCLUDED, UNLESS A GOODWILL EXCEPTION HAS BEEN EXPRESSLY AGREED.
IF A NEW BOOKING IS REQUIRED DUE TO AN INCORRECT ORIGINAL BOOKING, THE STANDARD FEES APPLY.
THE USER ACKNOWLEDGES THAT CERTAIN SERVICES MAY ONLY BE AVAILABLE AFTER AN INITIAL CONSULTATION OR FOLLOWING A MEDICAL ASSESSMENT. IF AN APPOINTMENT IS BOOKED WITHOUT MEETING THESE REQUIREMENTS, THIS SHALL ALSO BE CONSIDERED AN INCORRECT BOOKING WITHIN THE MEANING OF CLAUSE 9.5.
10. Amendments to the GTC
10.1 The Operator reserves the right to amend these GTC at any time. Material changes will be published on the Platform and additionally communicated to registered Users via e-mail.
10.2 THE AMENDED TERMS SHALL BE DEEMED ACCEPTED UNLESS THE USER OBJECTS BEFORE THE EFFECTIVE DATE AND CONTINUES TO USE THE PLATFORM AFTER THE AMENDMENT. IN THE EVENT OF OBJECTION, THE USER MAY TERMINATE THEIR USAGE AGREEMENT AS OF THAT DATE.
11. Duration, Termination and Account Deletion
11.1 The usage agreement is concluded for an indefinite period.
11.2 The User may terminate use of the Platform at any time and request deletion of their account by sending an e-mail to info@arvena.ch The Operator will delete the account within a reasonable period unless statutory retention obligations prevent this.
11.3 The Operator may block or terminate User accounts without notice for good cause, particularly in cases of violation of these GTC, misuse, or unlawful behaviour.
12. Applicable Law and Jurisdiction
12.1 These GTC and all disputes arising from or in connection with the use of the Platform are subject exclusively to Swiss law, excluding conflict-of-law rules and international treaties.
12.2 Where legally permissible, Pfäffikon (SZ), Switzerland, is the exclusive place of jurisdiction for all disputes arising from or in connection with these GTC or the use of the Platform.
13. Severability Clause
Should any provision of these GTC be or become wholly or partially invalid or unenforceable, the validity of the remaining provisions shall remain unaffected. The invalid or unenforceable provision shall be replaced with a provision that best achieves the intended economic purpose.
14. Contact for Data Protection Matters
For questions or concerns regarding data protection:
4Me Group GmbH
Talstrasse 37
8808 Pfäffikon SZ
Switzerland
E-mail: info@arvena.ch
Web: www.arvena.ch
Status: 24.11.2025
