Terms & Conditions

These Terms use Ovio Wellness Limited (“Ovio”, “we”, “us”) as the intended operating-company name for Ovio Wellness and oviowellness.com. This pre-launch document does not represent that registration under that name or clinical licensing has been completed. Clinical services will commence only when the necessary authorisations are in place and the legal operator is confirmed.

Our correspondence address is 50 Sukhumvit 15, Khlong Toei Nuea, Watthana, Bangkok 10110, Thailand. This is a contact address, not a representation that it is our registered office or a walk-in clinic.

Contact: info@oviowellness.com | +66 98 296 1357.

These Terms apply to use of our website and bookings made with Ovio. Our Cancellation & Refund Policy forms part of the booking terms. Our Privacy Policy explains how personal data is handled; acknowledging it is not blanket consent to every use of your data.

We provide the applicable terms and total price before you commit to a booking. A booking is confirmed when we send confirmation through your main communication channel, such as email, WhatsApp or LINE, with payment arrangements agreed. An enquiry or payment alone does not guarantee an appointment until confirmed. If we cannot accept a booking for which payment has been taken, we refund the payment.

Your confirmation identifies the service, appointment details, total charges and any package-specific conditions. A material change requires your agreement. Where documents conflict, mandatory law prevails, followed by expressly agreed booking-specific terms and then these Terms and the Cancellation & Refund Policy. Special terms cannot remove mandatory consumer rights.

Our planned services include doctor consultations, blood testing including hormone, vitamin and sexually transmitted infection testing, clinically assessed IV therapy, prescribing and medicine supply, PEP and PrEP assessment and care, and medical-certificate assessments. Consultations may be in person or remotely by telephone or WhatsApp call.

Prescribing and medicine supply are subject to the doctor’s assessment, applicable licensing and dispensing requirements, and availability. A consultation does not guarantee a prescription, a particular medicine or a medical certificate. Where a service is outside our authorised scope or cannot safely be provided remotely, we arrange or recommend appropriate further assessment or referral. We do not sell supplements at launch.

Certificates, including sick leave, fit-to-work and fit-to-travel certificates, are issued only where supported by an appropriate assessment. Tell us about any required employer, school or airline form before booking. We cannot guarantee acceptance by a third party or certify findings that the clinician cannot substantiate.

Clinical decisions, including whether a procedure should proceed, are made by the responsible doctor. Administrative staff coordinate appointments and follow-up but do not independently approve procedures or provide a diagnosis.

Bookings, customer support and home visits operate from 9:00 am to 9:00 pm every day, Bangkok time, subject to appointment availability and any closures notified in advance. A doctor is available during these hours for urgent PEP enquiries. An enquiry does not guarantee immediate treatment; if timely assessment cannot be provided, seek urgent care from another appropriate provider rather than wait for a reply.

Our home-visit area covers Bangkok and nearby locations within our accepted service area, extending approximately north to Lat Phrao, east to Bang Na, south to Phra Pradaeng and west to Nong Khaem. Coverage is confirmed for your exact address before booking. A district name does not guarantee that every address in that district can be served.

Please provide the correct address, building name, unit number, map location, access instructions and a reachable phone number. Home and hotel visits require a suitable, safe space and permission to access the premises.

Our default service offering is for customers aged 18 or older. Customers under 18 require a parent or legal guardian to be present. We also obtain any consent, guardian authorisation or supporting documents required by Thai law and the particular service; our 18+ default is not a statement about the age of legal capacity for every purpose. Additional requirements may apply to customers aged 18 or 19.

All treatment is subject to medical suitability. Please disclose relevant symptoms, allergies, medicines, health conditions, pregnancy status where relevant, and other information requested by the clinical team.

Procedure-specific informed consent is obtained separately. Website acceptance does not replace treatment consent. You may decline or stop a procedure at any time; any resulting charges are assessed under our Cancellation & Refund Policy and applicable law.

A clinician may recommend a different service, defer treatment or decline a procedure if it is unsuitable or unsafe. Remote consultations may be insufficient for some concerns, and an in-person assessment or referral may be required. If a remote consultation cannot be completed because of connection problems, contact us to arrange an appropriate continuation or other remedy based on the circumstances.

Website articles and promotional descriptions provide general information, not an individual diagnosis. We do not guarantee a cure, anti-aging outcome, symptom resolution or other particular result. Any expected benefits, material risks and alternatives should be discussed with the clinician before treatment. This does not limit our duty to provide services with the care and skill required by law or your rights concerning misleading claims or deficient care.

We are not an emergency service. Do not wait for an appointment, email or message response if urgent medical care is needed; contact local emergency services or attend an emergency department.

Follow the preparation instructions sent for your particular service, including any clinician-directed fasting instructions. Do not stop prescribed medication unless instructed by an appropriate clinician.

If clearly supplied preparation instructions have not been followed and a repeat visit is needed, a disclosed nurse repeat-visit fee may apply under the Cancellation & Refund Policy. We assess missed visits and access problems individually, including whether an Ovio error contributed.

Appointment times are subject to reasonable travel and clinical delays. We will communicate significant changes and discuss available options. Delay or disruption does not remove rights to remedies for services we cannot provide.

Prices are in Thai baht unless expressly stated otherwise. Your final combined total is provided before payment and includes any applicable nurse, travel, consultation and tax charges. Additional tests or services require your agreement to the additional price.

Full advance payment is preferred. By agreement, we may accept a 50% deposit, with the balance due at the visit before the service begins, or cash/card payment at the visit. Available payment methods are confirmed when booking. Online payments may be collected through secure links from our appointed payment processor. The payment provider is identified when payment is requested.

The consultation fee is payable for the assessment whether or not the doctor issues a prescription or certificate. We do not collect medicine payments before the prescribing decision. Medicine prices and any delivery charge are shown and agreed before payment. The refund rules preserve remedies for services not properly delivered.

Payments and receipts are handled by the confirmed legal operator at launch. Do not send complete payment-card details through chat or email.

Blood samples are sent to NGD Lab Thailand for processing. The usual estimated turnaround is 24–48 hours after collection. Test-specific exceptions, repeat analysis, sample issues or laboratory delays may take longer; known exceptions are explained before booking and material delays communicated when identified. The estimate is not a guarantee.

Results are sent by email using encrypted, password-protected files with a secure password set by Ovio. If you cannot access your results, contact us for assistance; identity verification may be required. Please provide accurate contact information and protect access to your results.

A brief explanatory note is included. A detailed follow-up consultation is charged separately unless included in your package. Further consultations, testing or referrals depend on clinical advice and your agreement; there is no obligation to buy additional services.

A designated on-call doctor promptly reviews critical laboratory alerts and contacts the customer when urgent action is needed, including outside normal service hours. Non-urgent findings may be communicated the following day. The doctor gives appropriate instructions or referral and follows the clinical escalation process if the customer cannot be reached. Keep your contact details current. This alert process is not continuous patient monitoring or a general 24-hour emergency service.

Tests have limitations, including timing-related limitations. A result is interpreted alongside your history and symptoms and does not necessarily exclude every condition. Unusable samples are handled under the Cancellation & Refund Policy.

We offer prepaid packages, not automatically renewing subscriptions, at launch. Your package confirmation states the included services, number of visits, proposed intervals and validity period. Services remain subject to medical suitability at each visit.

Package credit is valid for 12 months from purchase, subject to applicable legal rights and any remedy required where Ovio prevents its use. Any proposed schedule must fit the validity period; a service intended to occur beyond that period needs an expressly agreed extension before purchase.

Unused visits or credit may be transferred to the original customer’s mother, father or siblings, subject to verification, clinical suitability and coordination with Ovio. Transfers to other persons, including cousins or strangers, and resale are not permitted under the standard package terms. Transfer does not extend validity or transfer the original customer’s medical records.

Change-of-mind refunds, medical unsuitability and provider cancellation are addressed in the Cancellation & Refund Policy. No package restriction overrides a refund required by law. A future subscription product will require separate terms and affirmative agreement to recurring charges.

Website content is owned by or licensed to Ovio. You may use it for personal information but may not reproduce it commercially without permission or another lawful basis. Do not interfere with the website, impersonate others, submit fraudulent bookings or access records without authorisation. Links to other websites do not make Ovio responsible for those websites’ independent content or policies.

Ovio remains responsible for the obligations it undertakes and the responsibilities imposed by law. Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence, or any injury, clinical negligence or other liability that cannot lawfully be excluded or limited. Use of a laboratory or technology provider does not remove rights you have against Ovio under applicable law.

Contact info@oviowellness.com or +66 98 296 1357 with your booking reference and a description of the concern. We aim to acknowledge complaints within two business days and provide a resolution or progress update within seven calendar days of receipt. A clinical review may take longer, in which case we explain the next steps. “Business days” means Monday to Friday excluding Thai public holidays, even though service hours include weekends.

You do not have to complete our complaints process before exercising statutory rights or contacting a competent regulator or court.

These Terms are governed by Thai law. Disputes may be brought before courts with jurisdiction under applicable law. Nothing here removes mandatory consumer rights or complaint routes.

We may update these Terms prospectively and show the new effective date. Existing confirmed bookings remain governed by the terms agreed at booking unless a change is required by law or agreed with you. If a provision is unenforceable, the remaining provisions apply to the extent lawful.

Related policies: Ovio Wellness Privacy Policy and Cancellation & Refund Policy, supplied with your booking.