Terms, Conditions and Restrictions

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The service offered is medical consultation, supported by specialized remote medical interconsultation and with the assistance of an on-site general practitioner or specialist. This is due to the inherent nature of the consultation, where a physical examination of the patient cannot be conducted. However, the present authorized personnel will be able to perform it.
In accordance with the guidelines set by COFEPRIS, if the doctor determines that the patient requires medications and supplies* that require a printed and signed prescription for dispensing at a pharmacy, it must be physically collected at Costamed.
Medical consultations may be recorded at all times for the safety of both the patient and the doctor. This will be notified at the beginning of the video call to obtain explicit informed consent.
To access the service, payment must be made in advance. You can inquire about the details of payment methods by calling our phone number 800 900 1133.
If for any reason you cannot attend your appointment or require rescheduling, you can contact 800 900 1133 for support and to schedule another appointment date and time.
You can only reschedule the original appointment once. If you cannot attend the second appointment, the service will be canceled without the possibility of a refund.
The price of the medical consultation is subject to additional charges for collection management by third-party tools (for example, PayPal).
Please note that our operating hours are Monday to Saturday from 8:00 am to 4:00 pm, as they will be within the scheduled external consultation hours.
In the event of a loss of internet connection by the external doctor or any force majeure event unrelated to COSTAMED MEDICAL GROUP, the consultation will be suspended and rescheduled.
If a written medical report is required, it will be requested through a written application to the medical address.
If the patient is a minor, they must be accompanied at all times by their parent or guardian. Otherwise, the care will be denied.
The on-site general practitioner or specialist may interrupt the consultation at any time if their safety is at risk.
If necessary, the doctor will have the support of medical examination equipment and the authority to request supplies to aid the consultation.
Each consultation or follow-up appointment incurs fees.
For reasons of modesty, the doctor may request on-site assistance from a nurse or another doctor if necessary.
For operational reasons of external doctors, a tolerance period of 15 minutes will be granted. After this time, the consultation must be rescheduled.
The user is aware that due to the nature of the medical consultation and interconsultation, refunds cannot be requested based on the duration, as it is subjective for each case.
Prescriptions not related to COSTAMED MEDICAL GROUP or prescriptions exceeding 30 days will not be filled, and the patient must undergo a new medical assessment.
Under no circumstances may the on-site doctor accept any form of payment.

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