// Legal

Terms of Service

Effective date: 1 January 2025 · Last reviewed: January 2025

Please read these Terms of Service (“Terms”) carefully before using the Vive platform. By creating an account or using our services, you agree to be bound by these Terms. If you do not agree, do not use the platform.

1. About Vive

Vive (“Vive”, “we”, “us”) is a telehealth facilitation platform operated by Vive Health Inc., connecting patients in the Philippines with licensed physicians registered with the Professional Regulation Commission (PRC). We are not a medical provider. The medical services — consultations, clinical assessments, and prescriptions — are provided by independently contracted physicians who comply with all applicable Philippine Medical Act (RA 2382) and DOH telemedicine regulations. Vive is available only to individuals physically located in the Philippines.

Vive also coordinates a licensed pharmacy and fulfilment service for dispensing and delivering prescribed medications. Our registered business address is Room 422, P&S Bldg., 717 Aurora Blvd., Quezon City, Philippines.

2. Eligibility

You must be at least 18 years of age to use this platform.
You must be a resident of the Philippines or be accessing services within the Philippines.
You must have legal capacity to enter into a binding contract.
You may not create an account on behalf of another person without their express written consent.

3. Medical Disclaimer

The content on this platform — including product descriptions, dosage information, and “how it works” sections — is for informational purposes only and does not constitute medical advice, diagnosis, or treatment.

A prescription is not guaranteed. The decision to prescribe is made solely at the clinical discretion of the reviewing physician based on the information you provide. Submitting an intake form is not a guarantee of treatment.

If you are experiencing a medical emergency, call 911 or proceed immediately to the nearest emergency room. Telehealth is not a substitute for emergency care or in-person medical consultation when clinically required.

4. Prescription & Dispensing Services

All medications dispensed through Vive are prescription-only medicines (POM) regulated by the Philippine Food and Drug Administration (FDA). By using our platform you acknowledge:

You will only use prescribed medications as directed by the prescribing physician.
You will not share, sell, or transfer your prescription or medication to any other person.
You will promptly inform your doctor of any adverse effects or changes in your health status.
Medications are dispensed solely for personal use and may not be resold or exported.

5. Accuracy of Information

You warrant that all information you submit — including your identity, health history, and medications — is accurate, current, and complete to the best of your knowledge. Providing false or misleading health information may result in clinical harm and will be grounds for immediate account termination. We reserve the right to verify identity and may request government-issued identification.

6. Payment & Refunds

Payments are processed securely by PayMongo Philippines Inc. All prices are in Philippine Peso (PHP) and inclusive of applicable VAT.

Consultation fees (charged at the time of prescription approval) are non-refundable once the physician has reviewed your intake.

Medication orders may be refunded or exchanged within 7 days of delivery only if: (a) the product is defective or damaged, or (b) the wrong product was delivered. Due to the nature of prescription medications and cold-chain requirements, we cannot accept returns for change-of-mind or adverse reaction claims.

Refund requests must be submitted to care@vive.ph with order number and evidence of the defect.

7. Reordering & Continuing Treatment

Every order placed through Vive is a one-time purchase, billed once at checkout for the quantity and duration shown on your order (for example, a one-month supply). Vive does not enrol you in a subscription, does not store your payment method for future charges, and will never automatically charge you or ship a new order without you placing it yourself.

Reordering: To continue treatment, place a new order from your dashboard before your current supply runs out. Each new order is billed separately, at the price shown at that time.
Continued prescription required: Every order is conditional on a valid, active prescription. Your physician may pause, modify, or decline to continue your prescription at their independent clinical discretion at any time — including reducing or changing your dose, or ending treatment for safety reasons — which may mean a new order cannot be placed until a further consultation.

Refunds and cancellations for all orders are governed by Section 6 above.

8. Shipping & Delivery

Delivery is available nationwide within the Philippines and begins only after a licensed physician has approved your prescription. Delivery typically takes a few business days, measured from dispatch by our partner pharmacy, and may take somewhat longer for provincial areas — these are estimates only and may be affected by courier capacity, weather, or other circumstances outside our control. Risk of loss transfers to you upon delivery to the address you provided. Please inspect your parcel on receipt and notify us within 24 hours at care@vive.ph if anything is missing or damaged.

9. Account Security

You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify us immediately at security@vive.ph if you suspect unauthorised access. We will not be liable for losses arising from your failure to secure your account.

10. Prohibited Uses

You must not:

Submit false, misleading, or fraudulent medical information
Attempt to obtain prescriptions for misuse, diversion, or resale
Use automated tools, bots, or scrapers on the platform
Reverse-engineer, decompile, or tamper with our systems
Impersonate another person, physician, or healthcare provider
Use the platform in any way that violates Philippine law

11. Intellectual Property

All content on this platform — including text, design, software, trademarks, and data — is owned by or licensed to Vive Health Inc. You may not reproduce, distribute, or create derivative works without our prior written consent.

12. Limitation of Liability

To the fullest extent permitted by Philippine law, Vive Health Inc., its directors, employees, and contracted physicians shall not be liable for:

Indirect, consequential, or punitive damages arising from use of the platform
Medical decisions made by independently contracted physicians
Delays in delivery caused by courier partners or force majeure events
Loss of data caused by circumstances beyond our reasonable control

Our total liability to you for any claim shall not exceed the amount you paid for the specific service giving rise to the claim in the 12 months prior to the event.

13. Termination

We reserve the right to suspend or terminate your account at any time, with or without notice, for violation of these Terms or for any other reason in our sole discretion. You may close your account at any time by emailing care@vive.ph. Termination does not affect rights or obligations accrued before the termination date.

14. Governing Law & Disputes

These Terms are governed by the laws of the Republic of the Philippines. Any dispute shall first be subject to good-faith negotiation. If unresolved, disputes shall be submitted to the appropriate courts of Makati City, Metro Manila, which shall have exclusive jurisdiction.

15. Changes to These Terms

We may modify these Terms at any time. We will notify you of material changes via email or platform notice at least 14 days before the new Terms take effect. Continued use after the effective date constitutes acceptance.

16. Contact

Vive Health Inc.
Room 422, P&S Bldg., 717 Aurora Blvd., Quezon City, Philippines
Phone: 0962 712 5676
Email: legal@vive.ph
Data Protection Officer: Winston — privacy@vive.ph
Also see our Privacy Policy and Telehealth Service Consent.