Terms for Patients (Användarvillkor)

Last updated: 5 October 2026 · Svensk version

1. Who we are

Havio Health AB, org. no. 559430-1250, Birger Jarlsgatan 57C, 113 65 Stockholm, Sweden ("Havio Clinic", "we") is a digital specialist clinic for post-infectious and post-viral illness. We are a licensed healthcare provider (vårdgivare), registered in the provider register of the Health and Social Care Inspectorate (IVO) and under its supervision. Care is provided by licensed (legitimerad) healthcare professionals. Contact: hello@haviohealth.com.

These terms apply between you and Havio Clinic when you use our patient portal and our digital clinic: your health profile, consultations, prescriptions, lab testing, and care plans. Our Privacy Policy explains how your data is handled; healthcare law (not these terms) governs the care itself.

2. What the service is

Havio Clinic provides specialist medical evaluation of post-infectious and post-viral illness and related autonomic conditions (e.g. Long COVID, POTS, MCAS, PEM): structured intake questionnaires, review of your prior test results, digital consultations (video and text), and a written assessment with recommendations, including referrals, prescriptions, and follow-up where medically indicated, delivered by clinicians with specialist expertise in post-viral care.

Follow-up questions: if something in your written assessment is unclear, you can ask follow-up questions, and we aim to respond within 7 days.

Digital care has limits. Your clinician decides, case by case, whether digital assessment is medically appropriate, and will refer you to physical care when an in-person examination is needed. Some assessments cannot be completed digitally.

Your profile, and when care begins. In the patient portal you can build a health profile: your own account of your symptoms, history and care, with the files you choose to add. Building a profile is free and is not healthcare. Our doctors do not read it, and you can delete it whenever you like. Care begins when you book a service and send your profile to your doctor. From then on our clinicians read and assess what you sent, and it is kept as part of your patient record (Privacy Policy §4).

3. Not for emergencies

Havio Clinic must not be used in situations requiring urgent care. Nobody at Havio Clinic reads what you write in your health profile before you book. In an emergency, always call 112 or go to the nearest emergency department (akutmottagning). For urgent medical advice, call 1177. If your symptoms worsen significantly after a consultation, seek care promptly through 1177 or emergency services.

4. Your account and identification

You sign in with a one-time code sent to your email address or with Swedish e-identification (BankID). To book, and to send your profile to your doctor, you identify yourself with BankID. Your account is personal and may only be used by you. You must be at least 18 years old to use Havio Clinic. You agree to provide accurate and complete information. Our clinicians' assessments depend on what you tell them being true.

5. Prescriptions and lab tests

• All prescriptions and lab orders are always at the treating clinician's medical judgment. Booking a consultation is never a guarantee of a particular prescription, test, or treatment.
• Certain medicines, including narcotics and other habit-forming (beroendeframkallande) medicines, are generally not prescribed via digital consultation.
• E-prescriptions are transmitted, as required by law, to the National Medication List (Nationella läkemedelslistan) at E-hälsomyndigheten, see the Privacy Policy §5.
• If lab tests are ordered, your clinician reviews the results with you and they are documented in your record.

6. AI-assisted care

Our clinicians may use AI-based tools to support documentation and preparation. A specialist physician always makes, and is responsible for, every medical decision. AI never decides your diagnosis or treatment. AI-assisted transcription is reviewed by clinical staff before it enters your record, and you can decline it by telling your clinician. Details in the Privacy Policy §6.

7. Prices and payment

Current prices are always shown before you book and include VAT where applicable. Havio Clinic is a private clinic without regional subsidy: fees are not covered by the public high-cost protection (högkostnadsskyddet) and frikort does not apply. Payment is made in advance at booking; a consultation starts once payment is completed. For any invoiced amount not paid on time we may charge a statutory reminder fee and late-payment interest.

Right of withdrawal (ångerrätt): as a consumer buying services at a distance you have a 14-day right of withdrawal under distansavtalslagen (2005:59). By booking a consultation that starts within those 14 days, you expressly consent to the service being performed during the withdrawal period and acknowledge that the right of withdrawal is lost once the service has been fully performed. If you withdraw after performance has begun but before completion, you pay for the part performed. To withdraw, contact hello@haviohealth.com; you may use Konsumentverket's standard withdrawal form.

Missed appointments: a booked appointment can be cancelled free of charge up to 24 hours before. Later cancellations and no-shows may be charged a cancellation fee, which is shown when you book.

8. Your responsibilities

Provide truthful, complete information about your health; follow up as agreed; keep your contact details current; use the service only for yourself; and treat our staff with respect. We do not tolerate abusive behavior toward clinicians or staff.

9. Patient insurance and injury compensation

Havio Clinic holds patient insurance (patientförsäkring) as required by patientskadelagen (1996:799), with If Skadeförsäkring. If you believe you have been injured by care we provided, contact us at hello@haviohealth.com, and we will help you report the injury to our patient insurer and claim compensation (patientskadeersättning). Injuries caused by a medicine itself (rather than the care) are handled by Läkemedelsförsäkringen (lff.se).

10. If you are not satisfied: complaints

1. Tell us first. Contact hello@haviohealth.com. We are required by law to investigate and answer complaints, and we aim to respond within four weeks.
2. IVO (Inspektionen för vård och omsorg, ivo.se) investigates serious events, normally after the provider has had the chance to respond.
3. Data-protection complaints go to IMY (Privacy Policy §11).

11. Our responsibility and its limits

We are responsible for providing care in accordance with Swedish healthcare law (including patientsäkerhetslagen). That responsibility follows from law and is not limited by these terms. Nothing in these terms limits your right to patientskadeersättning under patientskadelagen, your rights under the GDPR, or any liability that cannot be excluded under mandatory law (including for intent, gross negligence, or injury to life or health).

For the digital platform itself: we do not guarantee uninterrupted availability, and we are not liable for indirect damages or for failures caused by circumstances outside our reasonable control (force majeure). Our clinicians' assessments assume the information you provide is accurate (§8).

12. Term, termination, and changes

You can close your account at any time with immediate effect. Before you have booked, closing it deletes your health profile. Once you have booked, your patient record is retained as required by law (Privacy Policy §4). We may suspend or terminate access in case of material breach (e.g. abuse, misuse of identity), normally after notice and, where the breach can be remedied, 30 days to remedy it; your right to complete ongoing care and access your record is unaffected.

We may update these terms; material changes are announced on the site and to registered users by email before they take effect. The current version is always available here, with the date at the top.

13. Notices

Keep your email address and phone number current. We send confirmations, reminders, and notices there and to your account inbox, and you must tell us promptly if they change. A notice from us counts as received when delivery is confirmed (email/SMS) or, for postal mail, two business days after sending.

14. Assignment and subcontractors

You may not transfer your agreement with us to anyone else. We may engage subcontractors (e.g. IT and laboratory services), always under the safeguards described in the Privacy Policy, and may transfer this agreement in connection with a corporate restructuring, provided your rights under it and under healthcare law are unaffected; we will notify you of any such transfer.

15. Intellectual property

The platform, the site, and the content we publish belong to Havio Clinic or our licensors and may not be copied or reused commercially without permission. Your own information remains yours. Our use of it is governed by healthcare law and the Privacy Policy, not by any transfer of rights to us.

16. Governing law and disputes

Swedish law applies. Disputes are resolved by Swedish general courts. As a consumer you may sue, and be sued, at your place of domicile. Swedish consumers can also turn to the National Board for Consumer Disputes (Allmänna reklamationsnämnden, arn.se) for the consumer-contract aspects of the service. Complaints about the care itself follow §10.