U by Prodia

Health Plan Term and Condition
These terms and conditions (hereinafter referred to as “Terms and Conditions”) govern the statement of rights and obligations, as well as the applicable provisions regarding the services provided by the Service Provider through the Platform provided by PT Prodia Digital Indonesia (hereinafter referred to as “PRDI” or “We”) for Customers (hereinafter referred to as “You”) as well as PRDI services related to providing access to the Platform to you and also applies to You in using and/or obtaining Services from PT Prodia Widyahusada Tbk (hereinafter referred to as “PRDA” or “Prodia”). Please read the following Terms and Conditions carefully to understand how the Health Plan Services are provided on the Platform.

1. DEFINITION

Unless expressly stated otherwise, any and all terms defined in these Terms and Conditions have the following meanings:

“Doctor” means any doctor who is officially registered and supervised by the Indonesian Doctors Association and the Indonesian Medical Council and has a Practice License (SIP) and Registration Certificate (STR) to practice health services;
1. “Force Major” is a situation that occurs beyond the ability of the Parties to overcome including but not limited to natural disasters (floods, earthquakes, hurricanes), fire, riots, and external theft unless otherwise stated in the Terms and Conditions;
2. “Health Coach” is a professional party registered on the Platform and has the right to provide health and fitness Teleconsultation Services consisting of Dietitian, Personal Trainers, and Clinical Psychologists who are included as Service Providers;
3. “Medical Information” means all data and information in the form of files containing records and documents about patient identity, examination, treatment, action, and other services provided to patients, including in electronic form (or in other forms or another way);
4. “Services” means the services offered and/or provided by the Service Provider through the Platform as follows:
  1. Medical Laboratory Examination;
  2. Teleconsultation; and
  3. Information related to a healthy lifestyle;
5. “Customer” or “you” means the party who legally, and has agreed to use the Platform;
6. “Service Provider” means Doctors, Doctor Specialists, Dietitian, Personal Trainers, Clinical Psychologists, licensed health workers, and/or other parties who provide Services through the Platform;
7. “Platform” means an application that can be accessed through a website managed by PRDI or U by Prodia application that can be downloaded from a mobile phone and/or any electronic device (including Android and iOS versions);
8. “SATU SEHAT” is a platfrom for integrating individual health data between health facilities for data standardization and interoperability towards the implementation of electronic medical records (RME) in all health facilities in 2023 which has been regulated in Minister of Health Regulation (PMK) Number 24 of 2022 concerning Medical Records.
9. “Teleconsultation” means remote interaction with Service Providers via live chat;
10. “Medical Personnel” and/or “Health Personnel” are professionals who have the right to provide health services and have permits to conduct their profession following applicable laws and regulations.

All definitions in these Terms and Conditions are provided for convenience of reference only and do not affect the construction of these Terms and Conditions.

2. TERMS AND CONDITION HEALTH PLAN SERVICE

By using this Service, and/or by registering yourself in this Service, you indicate that you understand and agree to the terms of use, including that you agree to provide information related to your personal data for the purposes of the Service and you agree that the Service Provider will provide the Service for you. You acknowledge and agree that you are aware of these limitations and agree to assume all risks of these limitations.
From time to time there may be updates to the terms and conditions of the Health Plan Services. We encourage you to carry out regular checks from time to time.

a. Health Plan Service

Health Plan is a Service provided directly by We and Prodia to give you the opportunity to get a personalized health program and help you adopt a healthy lifestyle that suits your goals and/or needs.

Health Plan services will have some or all of the following services, depending on the type of Health Plan you select:

Medical laboratory examination at Prodia;
1. Teleconsultation with a Doctor and/or Health Coach;
2. Discussion with Health Coach via chat feature during the program;
3. Personalized food recommendations for breakfast, lunch, dinner and snacks/others;
4. Daily food logging;
5. Personalized exercise program in the form of instructions accompanied by video tutorials of exercise movements;
6. Sport activities logging;
7. Vitamin and supplement recommendations; and/or
8. Information relating to a healthy lifestyle in the form of articles;

b. General Provisions for Health Plan

Health Plan service is a paid service, so to join the Health Plan Service, you need to make a one-time payment up front for the program you select. Each program has a different duration and services included, depending on the program chosen. Health Plan service is only valid for one person, you are prohibited from distributing your Account to other users. Make sure you have registered for Health Plan Service with an active email account because the confirmation of your purchase and program details will be sent automatically via email after payment is complete. Remember that you cannot cancel the Health Plan Service that you purchased and can not be refunded.

You understand and agree that if you join Health Plan Service on the Platform, your medical record will be stored online in a system managed by PRDI. Your data can be accessed by Service Providers including Doctors and Health Coaches who serve you when you use Services in PRDI and at Prodia in order to make appropriate diagnosis, medical treatment and management decisions for you. We will determine a Service Provider for you according to the program you choose throughout the program. You cannot choose which Service Provider specifically serves you.

The use of Health Plan Services is personal and depends greatly on the information you provide to us. You understand, agree and are fully responsible that the information you provide is valid, correct and accountable information regarding your condition. We will make no effort to validate the information provided by you.

You understand that the success of the Health Plan depends on your compliance in following directions from the Service Provider as well as consistent daily food logging and/or sports activity logging, so that by participating in this program you are willing to:

Follow the entire series of programs from start to finish with the duration according to the selected Health Plan and the Services therein;
1. Carry out any program and/or direction from the Service Provider;
2. Conduct two-way communication with Service Providers in monitoring the program;
3. Covering costs that may arise outside the program such as costs for drugs or supplements, further medical laboratory tests, and referrals to other specialists if the Service Provider recommends this; and
4. Release PRDI and Prodia from all risks arising from your negligence or indiscipline in carrying out Health Plan Services.

Health Plan Service can only be provided to those of you aged 17 (seventeen) years or older. If you are less than 17 (seventeen) years old, then you cannot take Health Plan Services on the Platform automatically.

Use of the Health Plan Service requires internet connectivity and general security capabilities. You are expected to have the necessary internet connectivity and knowledge to utilize the Health Plan Service.

If you successfully order Health Plan Service, you are required to carry out some or all of the following processes depending on the type of Health Plan you select within 14 (fourteen) days from the date of the successful order before the Health Plan Service can take place:

Complete an assessment via the Platform regarding your information and personal data which is used to provide personalized Health Plan Services for you;
1. Scheduling and conducting medical laboratory examinations at Prodia; and/or
2. Schedule and Teleconsult with a Doctor and/or Health Coach to consult regarding your personal condition and health and/or the results of medical laboratory examinations at Prodia.

If you do not complete the process above within 14 (fourteen) days from the date of successful ordering, then the process that has not been completed will be forfeited and you will not receive compensation and refunds from the forfeited process.

After you complete the process above, you can start the Health Plan Service with the duration according to the program you select. Throughout the program, you will be able to communicate via chat on the Platform with the Health Coach to consult and discuss the Health Plan.

For some Health Plans that have medical laboratory examinations at Prodia and/or Teleconsultations with Service Providers, you need to schedule to get these services. These services are carried out on the selected schedule and clinic. Schedule and clinic arrangements are carried out systematically. You are required to prepare yourself for the service process according to the schedule and clinic you have selected. If until the end of the Health Plan program, you do not take part and/or all of the Services, then the services that have not been completed will be forfeited and you will not receive compensation and refunds for the forfeited Services.

In the Health Plan Service there is a chat feature to discuss with a Health Coach which is only permitted via the Platform and is not permitted using third party applications and/or platforms. Health Coach will reply to your chat during the Health Coach's operational hours for a maximum of 24 hours, except for holidays and national holidays.

You understand and agree that you will not carry out any threatening actions that could potentially harm the Service Provider, Prodia and PRDI.

c. General Provisions for Medical Laboratory Examination in Prodia

You voluntarily and responsibly choose to obtain medical laboratory examination services at Prodia through the Platform.

You understand that Article 8 of the Minister of Health Regulation Number: 411/MENKES/PER/III/2010 concerning Clinical Laboratories has regulated that Clinical Laboratories can only provide clinical specimen examination services upon written request from government or private health service facilities, doctors, dentists for dental and oral health examinations, midwives for pregnancy and maternal health examinations, or government agencies for law enforcement purposes.

You have good faith and guarantee that the data on the type of examination you choose is correct upon written request from the authorized party based on Article 8 of the Minister of Health Regulation Number: 411/MENKES/PER/III/2010 concerning Clinical Laboratories.

You are fully responsible for all legal consequences if the clinical specimen examination service that you choose through the Service is not based on a written request from the party you appointed to provide health services for you as stated in Article 8 of the Minister of Health Regulation Number: 411/MENKES/ PER/III/2010 concerning Clinical Laboratories and will not submit claims in any form or manner against PRDI and Prodia.

You understand that as of April 1 2021, we are fully subject to Minister of Health Regulation Number 14 of 2021 concerning Standards for Business Activities and Products in the Implementation of Risk-Based Business Licensing in the Health Sector Chapter 29 concerning Clinical Business Standards and 38 concerning Medical Laboratory Standards, therefore all consequences and legal obligations based on Minister of Health Regulation Number 14 of 2021 should be understood by you and also us as the service provider.

d. General Provisions for Teleconsultation

There is no relationship between the patient and the Service Provider in Teleconsultation. The Service Providers on the Platform do not replace your relationship with your healthcare provider. The information interpreted (not limited to the content of the Services and information derived from online consultations shall not constitute a substitute for professional medical advice, evaluation or services from a medical practitioner or other competent health care provider. You acknowledge and agree that the Services provided through The platform does not replace examination and treatment with a doctor in general or face to face. This information should be used only after consulting with a medical practitioner or other health service provider. As previously stated, We emphasize again that Teleconsultation is only used by Service Providers to help you in consulting a health examination that you only carry out through the Platform.

You are aware that although some of the Medical Information provided to you in Teleconsultations (including information provided in direct response to questions or posts) may be provided by individuals in healthcare professions. The criteria for such information do not create a relationship between the patient and the Service Provider, but to provide you with information on various types of medical conditions. These health diagnoses and treatments and information do not constitute a direct medical diagnosis, treatment or prescription. Everything in Teleconsultation must be used for informational purposes only. Teleconsultation does not provide medical diagnosis, treatment, and/or any form of prescription.

Teleconsultations are designed to support the health decisions and choices you make. The decisions and choices are completely in your hands. In conjunction with the advice you receive from your regular physician or other professional health care provider, is the best decision maker for your health. The Service is not coercive or binding and We will not make any decisions for you, what We can do is help you find good Medical Information and connect with Service Providers to obtain information personally. Opinions, and answers provided by Service Providers via Teleconsultation are solely individual and independent opinions, and do not reflect the opinions of PRDI, Prodia, affiliates or other organizations or institutions affiliated with Service Providers or specialists or other organizations or Service provider.

In Teleconsultation, you can ask and find questions that provide Medical Information as well as related educational answers by Service Providers. Teleconsultation is not a place for health services, but Service Providers in Teleconsultation can be a reliable source, and provide relevant general health information. We hope this service can be useful for you. Please use it with full responsibility.

The duration of the Teleconsultation Service is 30 (thirty) minutes, if you experience a delay in the predetermined schedule, then you will not receive any compensation and the Teleconsultation Service will end 30 (thirty) minutes from the predetermined schedule. If you fail to attend the specified schedule, with or without any information, the transaction will be considered forfeited and you will not receive compensation or refunds from the forfeited process.

Teleconsultation services are only permitted through the Platform and are not permitted using applications and/or platforms from third parties. During Teleconsultation, make sure to have a stable internet connection (minimum 20MBPS). We are not responsible for the quality of sound, images and videos.

Although in your real life, your regular doctor is a Service Provider in Teleconsultation, unless permitted under applicable regulations, personal medical advice, treatment or diagnosis is not necessarily permitted to be provided via Teleconsultation, and by using Teleconsultation you agree not to collect or use information provided received as personal advice, treatment or diagnosis. This is applied to public interactions on Teleconsultations and also paid consultations. Whenever you want personal medical advice, treatment, or diagnosis, you should contact a medical practitioner or health care professional and see them in person.

Teleconsultation is not intended for emergency situations or critical situations that require immediate medical attention. Teleconsultation services are not intended for immediate service and are not a substitute when face-to-face consultation is required.

You are fully responsible for ensuring that the Medical Information and symptoms or physical complaints provided in the Teleconsultation are accurate, clear, complete and not misleading. We will make no effort to validate the information provided by you in the use of Teleconsultation with respect to content, correctness or usefulness. We and our Service Providers intend to provide the best service, and allow you to ask questions and share more information.

If necessary, the Service Provider (Doctor) will provide a referral for an offline consultation to carry out further consultations regarding the symptoms you have submitted and drug recommendations for treating your health.

e. Explanation of Agreement to Use Teleconsultation

As with any medical procedure, there are potential risks associated with Consultations and Teleconsultations. By using Teleconsultation, you agree to abide by the risks described below:

Teleconsultation is an honest effort to provide you with access to Medical Information. The Doctor will not physically examine you. You may not have access to all or parts of your medical history that may be important to you; and
1. The Doctor will not benefit from the information that would be obtained by examining you personally, observing your physical condition through your medical records. This means that the Teleconsultation provided through the Service is different from the diagnostics and treatment usually decided by a Doctor. Therefore, the Doctor may not be aware of facts or Doctor Information that would influence his opinion in providing Doctor Information on your diagnosis. To reduce the risk of these limitations, We strongly encourage you to connect with your regular doctor directly and share your Doctor's opinions with them. By deciding to engage in this Teleconsultation, you acknowledge and agree that you are aware of these limitations and agree to assume the entire risk of these limitations.

By requesting Medical Information through the Service, you acknowledge and agree to:

The advice / information / opinion from the Service Provider regarding your diagnosis received may be limited and temporary;
1. The information is not intended to replace a face-to-face visit with a trusted care provider and does not replace the relationship between an actual patient and Service Provider;
2. In the case of a second opinion where there is a difference of opinion between the Service Provider and your subscription service provider, you will be responsible for deciding the next steps. The Service Provider hopes to help you in making the right decision, but ultimately it is your choice to share the opinion of the Service Provider and your subscribed service provider or go for another physical examination (if necessary) or to meet the Service Provider for a face to face consultation or procedures, and/or treatment;
3. The Service Provider relies on the information provided by you and therefore any information that has been proven to be falsified and has rendered the information and all details therein declared null and void;
4. In some cases, the Doctor may determine that the submitted Doctor Information is of adequate quality and may request further information, without the possibility that you may refuse to answer the question; and
5. In rare cases, the Doctor may feel that a request for Doctor's Information may not be answerable because a physical examination of you was not performed and the request for information may be rejected immediately.

Delays in medical evaluation and responses may occur due to deficiencies or failure of the Services as stated in these Terms and Conditions.

By using Teleconsultation, you understand and agree that the Service Provider will provide you with teleconsultation services according to the conditions you experience and need.

You understand and agree that in accordance with the Minister of Health Regulation (PMK) no. 24 of 2022 concerning Medical Records, all health service facilities are required to be integrated with the SATU SEHAT platform. All health facilities include independent practice places for doctors, dentists and/or other health workers, Community Health Centers, Clinics, Hospitals, Pharmacies, Health Laboratories, Community Centers and other Health Service Facilities determined by the Minister.

You understand and agree that Prodia as a health facility which has collaborated with PRDI regarding the integration of services at SATU SEHAT will carry out medical record data accessibility between health facilities so that it is integrated to avoid repeated data input and assist with medical steps, so that your medical record data on the platform will be integrated by Prodia as a health facility for the SATU SEHAT platform as required by laws and regulations.

You understand and agree that if you use the Services on the Platform, your medical record data will be stored online in a system managed by the Platform, so that the Data can be accessed by the Service Provider when you use the Services on PRDI and Prodia for diagnosis and medical treatment decisions, and the right management for you according to existing medical science.

f. Reschedule for Medical Laboratory Examination in Prodia

When the Health Plan Service is in progress, if the Health Plan that you select has medical laboratory examination in Prodia, then you can schedule medical laboratory examination in Prodia according to the clinic selected on the Platform. Please remember, you cannot make changes to the medical laboratory examination schedule at Prodia once you have chosen it.

You can reschedule your Medical Laboratory Examination in Prodia if you meet one of the following reasons:

Reagent shortages at chosen Prodia branch;
1. Damage to inspection equipment at chosen Prodia branch or branches referred by Prodia;
2. Sampling and examination have been carried out but the medical laboratory cannot issue examination results because repeat examinations must be carried out both internally / externally and are not approved by the Customer;
3. Force major events that result in delays and/or inability to conduct medical laboratory examination in Prodia; and/or
4. Unavoidable reasons (illness/accident, immediate family illness, interests that cannot be represented by other people).

g. Reschedule for Teleconsultation

When the Health Plan Service is in progress, if the Health Plan that you select has Teleconsultation Services, then you can schedule Teleconsultation Services with a Doctor and/or Health Coach according to schedule availability. Please remember, you cannot make changes to the Teleconsultation schedule once you have chosen it.

You can reschedule your Teleconsultation if you meet one of the following reasons:

Delay or absence of the Service Provider on the specified schedule;
1. Force major events that result in delays and/or inability to implement Teleconsultation Services; and/or
2. Unavoidable reasons (illness/accident, immediate family illness, interests that cannot be represented by other people).

h. Actions We Deemed Necessary

If we know or have sufficient reason to suspect that you have done immoral action, violation, crime, or other acts that are contrary to this Terms and Conditions and/or regulations applicable laws, whether referred to in this Terms and Conditions or not, then We have the right to and can freeze the Account, either temporarily or permanently, or terminate your access to the Platform, including Services, Third Party Content, the Offer and/or Payment Method contained therein, carries out examination, demanding change loss, reported to party authorized and/or take other actions that We deem necessary, including action law criminal nor civil. If We freeze your Account so that you cannot continue to take part and/or all the Services, then the services that have not been completed will be forfeited and you will not receive any compensation and refunds from the forfeited Services.

We will follow up by conducting an investigation and/or facilitating the relevant Service Provider to report to the authorities if we receive a report of a violation by you of this Terms and Conditions or a violation of applicable laws and regulations, in connection with:

Verbal harassment or violence, including but not limited to, physical, gender, ethnicity, religion and race, committed by you against the Service Provider;
1. Fraudulent acts;
2. Harassment or physical violence committed by you against the Service Provider; and/or
3. Sexual harassment or violence, whether verbal or physical, committed by you against the Service Provider.

This provision also applies to the contrary if you experience action as mentioned above are carried out by the Service Provider towards you.

i. Personal Data Protection

PRDI and you are obliged to comply with all Personal Data Protection Regulations and applicable laws and regulations in data processing as regulated in Law no. 27 of 2022 concerning Personal Data Protection where the rights and obligations in protecting personal data are regulated in the Privacy Policy.

j. Applicable Law

This Terms and Conditions are subject to and governed by the laws of the Republic of Indonesia.

3. CLOSING

If these Terms and Conditions are made in Indonesian and English, then both will have the same binding nature. However, if there is an inconsistency between Indonesian and English, the Indonesian version will apply.

By accessing or using the Health Plan Service in the Platform, you understand and agree and are bound and subject to all these Terms and Conditions. The relationship between PRDI and you are an independent relationship and does not have any agency, partnership, joint venture, employee-to-company, or owner-to-investor relationship that would be created or created by this Terms and Conditions.

All the headings in this Terms and Conditions are made only as a reference, and in no way determine, limit, explain, describe or affect the construction of this Terms and Conditions.

Renewed on the date April 18, 2024

The Terms We Agree On, So U Can Feel Secure