Terms of Service

Virtue Medical Pte. Ltd. Last Updated: 15 Dec 2025.

1. Definitions

For the purposes of these Terms of Service, the following definitions apply:

  • "Virtue Medical", "we", "us", or "our" means Virtue Medical Pte. Ltd., a private general practitioner clinic registered in Singapore.
  • "Patient", "User", or "you" means any individual who accesses our Website, uses our Platforms, or receives our Services.
  • "Website" means the Virtue Medical website at https://www.virtuemedical.com.sg/ and all associated subdomains.
  • "Platform(s)" means our Website and any digital platforms, telehealth systems, or online portals operated by Virtue Medical for the delivery of Services.
  • "Services" means all medical and healthcare services provided by Virtue Medical, including but not limited to:
    • In-person consultations
    • Telehealth consultations
    • Medical examinations and procedures
    • Diagnostic services
    • Vaccinations and immunisations
    • Health screenings
    • Prescription services
    • Digital medical certificates
    • Medication delivery services
  • "Telehealth Services" or "Telehealth Consultation" means remote medical consultations conducted via video call, phone call, or other electronic communication methods.
  • "Digital MC" or "Digital Medical Certificate" means an electronic medical certificate issued by our doctors and delivered via email or SMS.
  • "Online Prescription" means a prescription issued following a telehealth or in-person consultation and fulfilled either through clinic pickup, delivery, or external pharmacy.
  • "Medical Records" means all documentation related to your medical history, consultations, diagnoses, treatments, prescriptions, and test results maintained by Virtue Medical.
  • "Personal Data" means information that identifies you as an individual, including but not limited to your name, NRIC/FIN, contact details, medical history, and payment information.
  • "Terms" or "Terms of Service" means this document, including all sections and subsections.

2. Acceptance of Terms

By accessing or using the Website, Platforms, or Services, you agree to be bound by these Terms of Service. If you do not agree to these Terms, please do not use our Website, Platforms, or Services.

You acknowledge that you have read, understood, and agree to these Terms before using any of our Services.

3. Medical Services

Virtue Medical provides comprehensive primary healthcare services through both in-person and telehealth modalities. All Services are provided by qualified and registered medical professionals in accordance with Singapore Medical Council guidelines and applicable healthcare regulations.

3.1 In-Person Medical Services

Nature of Services
In-person consultations are conducted at our clinic locations in Singapore and include:

  • General medical consultations and examinations
  • Physical health assessments
  • Diagnostic procedures and tests
  • Vaccinations and immunisations
  • Minor procedures
  • Health screenings
  • Follow-up consultations

Patient Responsibilities for In-Person Visits

  • Arrive on time for scheduled appointments
  • Bring relevant medical records, test results, and medications
  • Inform reception staff of your arrival
  • Provide accurate and complete medical information
  • Follow post-consultation instructions and treatment plans

3.2 Telehealth Services

What are Telehealth Services?
Telehealth consultations are remote medical consultations conducted via secure video calls as an alternative to in-person visits. Telehealth provides convenient access to medical care for suitable conditions.

Eligibility and Suitability

  • Not all medical conditions are appropriate for telehealth assessment
  • Our doctors have sole discretion to determine whether your condition can be safely and effectively managed via telehealth
  • You may be required to attend an in-person consultation if deemed medically necessary
  • Telehealth Services are only available to patients physically located in Singapore at the time of consultation

Technology Requirements
You are responsible for:

  • Having a reliable internet connection
  • Using a compatible device with functioning camera and microphone (for video consultations)
  • Ensuring adequate lighting and privacy during the consultation
  • Testing your equipment before the scheduled appointment time

We are not liable for technical difficulties on your end that prevent or interrupt your telehealth consultation.

Telehealth Consultation Process

  • You will receive a consultation link via SMS or email prior to your appointment
  • Join the consultation at your scheduled time
  • The doctor may request visual examination of affected areas via video
  • You must provide accurate information about your location, symptoms, and medical history
  • The doctor may request additional information, photos, or in-person follow-up as needed

Privacy and Security

  • All telehealth consultations are conducted through Plato Connect, a secure and encrypted platform
  • You are responsible for ensuring you are in a private, confidential location during the consultation
  • We recommend using headphones for additional privacy
  • Do not record telehealth consultations without prior written consent from the doctor

Limitations of Telehealth
You acknowledge and understand that:

  • Telehealth consultations have inherent limitations compared to in-person physical examinations
  • The doctor cannot perform hands-on physical examinations, palpation, or auscultation
  • Laboratory tests, imaging, and diagnostic procedures cannot be performed remotely
  • The quality and accuracy of assessment may be affected by technology limitations (video quality, audio clarity, or internet connection)
  • Certain conditions require in-person evaluation and cannot be safely managed via telehealth

Conditions Not Suitable for Telehealth
Telehealth Services are NOT appropriate for:

  • Medical emergencies or urgent conditions requiring immediate intervention
  • Conditions requiring physical examination (e.g., acute abdominal pain, chest pain, severe injuries)
  • First-time diagnosis of complex or serious conditions
  • Situations where hands-on procedures are necessary
  • Patients who are unable to communicate effectively via video/phone

Emergency Situations
If you are experiencing a medical emergency, do NOT use telehealth services. Immediately:

  • Call 995 for emergency ambulance services, OR
  • Go to the nearest hospital Accident & Emergency department

Medical emergencies include but are not limited to:

  • Chest pain or difficulty breathing
  • Severe bleeding or injuries
  • Loss of consciousness
  • Severe allergic reactions
  • Stroke symptoms (facial drooping, arm weakness, speech difficulty)
  • Suspected heart attack
  • Severe abdominal pain
  • High fever with altered mental state

Emergency During Telehealth Consultation
If an emergency arises during a telehealth consultation:

  • The doctor will immediately instruct you to call 995 or go to the nearest A&E
  • The consultation will be terminated to ensure you seek appropriate emergency care without delay
  • We are not liable for any delays in emergency treatment resulting from your initial choice to use telehealth instead of in-person emergency care
  • You assume all risks associated with choosing telehealth for conditions that may become emergencies

Informed Consent for Telehealth
By booking and participating in a telehealth consultation, you provide explicit informed consent, acknowledging that you understand:

  • The nature and limitations of telehealth consultations as described above
  • Physical examinations cannot be performed remotely
  • Technical failures may occur and may interrupt care delivery
  • You may be required to attend an in-person consultation if the doctor deems it necessary
  • The risks of misdiagnosis or delayed diagnosis are higher with telehealth compared to in-person consultations
  • You are responsible for being in a safe, private environment during the consultation
  • Telehealth consultations are not recorded for quality assurance and training purposes
  • You have the right to decline telehealth and request an in-person appointment at any time
  • The video consultation will not be recorded by either the administrator, the patient, the doctor or any other party. Any violation of this constitutes a breach of privacy and confidentiality laws between the doctor and the patient and may subject the offender to prosecution. As such, you are also not allowed to record the consultation in part or in whole.

3.3 General Patient Responsibilities (All Services)

Regardless of whether you receive in-person or telehealth Services, you are responsible for:

  • Providing accurate, complete, and truthful medical history and current health information
  • Disclosing all allergies, current medications (including supplements and traditional medicines), and pre-existing conditions
  • Informing us of any changes to your health status or medications
  • Following medical advice and prescribed treatment plans
  • Asking questions if you do not understand instructions or recommendations
  • Notifying us at least 24 hours in advance if you need to cancel or reschedule an appointment
  • Seeking immediate medical attention if your condition worsens or if you experience adverse reactions

3.4 Medical Advice Disclaimer

Information provided on our Website and Platforms is for general informational and educational purposes only and does NOT constitute medical advice, diagnosis, or treatment.

You should always:

  • Seek the advice of your physician or qualified healthcare provider with any questions regarding a medical condition
  • Never disregard professional medical advice or delay seeking it because of information you read on our Website
  • Never rely solely on information from our Website to make decisions about your health

Only information provided during a direct consultation (in-person or telehealth) with our doctors constitutes medical advice specific to your situation.

3.5 Right to Refuse or Discontinue Services

We reserve the right to refuse, terminate, or limit the provision of Services to any patient in appropriate circumstances, including but not limited to:

  • Abusive, threatening, or aggressive behaviour towards our staff or other patients
  • Fraud or attempted fraud, including falsifying medical information or identity
  • Repeated non-payment or failure to settle outstanding bills
  • Misuse of telehealth services, prescriptions, or medical certificates

Where clinically appropriate and safe to do so, we will ensure continuity of care through:

  • Referral to another healthcare provider
  • Transfer of medical records to your new healthcare provider (with your consent)

In cases of immediate safety concerns or abusive behaviour, we may terminate services immediately without advance notice.

4. Digital Medical Certificates (MC) and Documentation

4.1 Issuance of Digital MCs

  • Digital MCs may be issued following telehealth or in-person consultations at the doctor's discretion
  • MCs are only issued when medically justified based on clinical assessment
  • We reserve the right to refuse MC issuance if not medically warranted

4.2 Digital MC Delivery

  • Digital MCs will be sent via email or SMS to the contact information provided
  • You are responsible for ensuring we have your correct contact details
  • Digital MCs have the same legal validity as paper MCs issued by registered medical practitioners in Singapore

4.3 MC Verification

  • Digital MCs include verification features to prevent fraud and tampering
  • Employers may verify the authenticity of MCs by contacting our clinic directly
  • Any attempt to forge, alter, or misuse digital MCs is illegal and may result in legal action

4.4 Patient Responsibility

  • You must present your digital MC to your employer or relevant party as required
  • Loss of digital MCs: We may reissue lost MCs subject to a reissuance fee
  • You agree not to request MCs fraudulently or for non-medical purposes

5. Online Prescriptions and Medication Delivery

5.1 Prescription Services

  • Medications may be prescribed following appropriate medical consultation (telehealth or in-person)
  • Prescriptions are issued only when medically appropriate and safe
  • Doctors reserve the right to refuse prescriptions if not clinically indicated or if in-person assessment is required

5.2 Medication Categories

  • Only medications deemed safe and appropriate for remote prescribing will be prescribed via telehealth
  • Controlled drugs, medications requiring physical examination, or high-risk medications may require in-person consultation
  • First-time prescriptions for certain medications may require in-person assessment

5.3 Prescription Fulfilment Options

You may choose to:

  • Collect medications from our clinic during operating hours
  • Have medications delivered to your specified address (delivery fees apply)
  • Have prescriptions sent to a pharmacy of your choice

5.4 Medication Delivery

If you opt for delivery:

  • Delivery is provided through our third-party delivery partners
  • Delivery fees and estimated delivery times will be communicated at the time of order
  • You must be available to receive medications or designate an authorised person
  • We are not liable for delays caused by delivery partners or incorrect delivery addresses provided by you
  • Medications requiring refrigeration or special handling may not be available for delivery

5.5 Prescription Accuracy

  • You are responsible for verifying your prescription details before confirmation
  • Inform us immediately if you receive incorrect medications
  • Do not consume medications if there are any discrepancies

5.6 Medication Safety

  • You must provide complete and accurate information about allergies, current medications, and medical conditions
  • Read all medication labels, instructions, and warnings before use
  • Contact us immediately if you experience adverse reactions
  • Store medications safely and according to instructions
  • Dispose of unused or expired medications appropriately

5.7 Prescription Refills

  • Prescription refills require a valid doctor's assessment and may necessitate a consultation
  • Refills for chronic medications may be approved without consultation at the doctor's discretion
  • We reserve the right to require periodic in-person reviews for ongoing prescriptions

5.8 Liability

  • We are not liable for adverse effects resulting from failure to disclose complete medical information
  • You assume responsibility for proper medication use according to prescribed instructions
  • We are not liable for delivery delays, loss, or damage during transit by third-party delivery services

6. Appointments and Cancellations

6.1 Booking

  • Appointments for in-person or telehealth consultations may be booked through our Website, phone, WhatsApp, or in person
  • You must specify whether you require an in-person or telehealth consultation at the time of booking
  • We will confirm your appointment via email or SMS

6.2 Cancellation Policy

  • Cancellations for both in-person and telehealth appointments must be made at least 24 hours before your scheduled appointment
  • Late cancellations or no-shows (including failure to answer telehealth calls at the scheduled time) may be subject to a cancellation fee
  • For telehealth appointments, failure to be available at the scheduled consultation time will be considered a no-show
  • We reserve the right to refuse future appointments for repeated no-shows

6.3 Clinic's Right to Cancel

  • We reserve the right to cancel or reschedule appointments due to unforeseen circumstances, including but not limited to medical emergencies, staff unavailability, or clinic closure
  • We will make reasonable efforts to notify you and arrange an alternative appointment

7. Fees and Payment

7.1 Payment Terms

  • Payment is due at the time of service unless otherwise arranged
  • For telehealth consultations, payment must be made before or during the consultation
  • For medication delivery, payment must be completed before dispatch
  • We accept cash (in-person only), NETS, credit cards, PayNow, and other payment methods as displayed
  • Prices are subject to change without prior notice
  • Additional fees may apply for telehealth consultations, digital MC issuance, and medication delivery

7.2 Insurance and MediSave

  • We accept various insurance plans and MediSave for eligible services (in-person and telehealth where applicable)
  • Patients are responsible for verifying their insurance coverage and benefits, including whether telehealth services are covered
  • Not all insurance plans cover telehealth consultations, digital MCs, or medication delivery
  • Any balance not covered by insurance or MediSave is the patient's responsibility
  • Coverage under insurance, MediSave, or government subsidy schemes is determined by the relevant insurer or government agency. We are not responsible for any denial of claims or changes in coverage policies by third parties.

7.3 Government Subsidies

  • For services eligible for government subsidies (CHAS, Pioneer Generation, or Merdeka Generation), patients must present valid cards
  • For in-person consultations, cards must be presented at the time of visit
  • For telehealth consultations, card details must be verified during the booking or consultation process
  • Subsidies are subject to government terms and eligibility criteria
  • Not all services (including certain telehealth services) may be eligible for government subsidies

8. Personal Data Protection

We are committed to protecting your personal data in accordance with the Personal Data Protection Act 2012 (PDPA) of Singapore. Please refer to our Privacy Policy for details on how we collect, use, disclose, and protect your personal information.

8.1 Medical Records Retention and Access

Retention Period
Medical Records are retained for a minimum of 6 years from the date of your last consultation, in accordance with Singapore Medical Council (SMC) guidelines and applicable healthcare regulations. In certain cases, records may be retained for longer periods as required by law or for ongoing care purposes.

What We Retain
Your Medical Records include:

  • Consultation notes and clinical assessments
  • Diagnoses and treatment plans
  • Prescriptions and medication history
  • Laboratory and diagnostic test results
  • Telehealth consultation records and communications
  • Digital medical certificates issued
  • Vaccination records
  • Billing and payment information

Telehealth Consultation Records

  • Telehealth consultations are not audio or video recorded

Your Rights to Access Medical Records
You have the right to:

  • Request access to your Medical Records by submitting a written request to hello@virtuemedical.com.sg
  • Receive copies of your records within 5-7 business days (processing fee may apply)
  • Request amendments to inaccurate or incomplete information
  • Request transfer of your Medical Records to another healthcare provider

Data Retention Upon Account Closure

  • If you close your account or stop using our Services, your Medical Records will continue to be retained for the minimum retention period required by law
  • Personal data not required for medical record retention may be deleted upon request, subject to legal and regulatory obligations
  • Deletion of account does not delete Medical Records

Security Measures
We implement appropriate technical and organisational security measures to protect your Medical Records and Personal Data from unauthorised access, disclosure, alteration, or destruction.

9. Intellectual Property

9.1 Copyright

All content on this Website, including text, graphics, logos, images, and software, is the property of Virtue Medical or its content suppliers and is protected by Singapore and international copyright laws. Unauthorised use, reproduction, or distribution is prohibited.

9.2 Trademarks

"Virtue Medical" and our logo are trademarks of Virtue Medical Pte. Ltd. All other trademarks, service marks, and trade names referenced on this Website are the property of their respective owners.

9.3 Restrictions

You may not:

  • Reproduce, modify, or distribute any content from this Website without prior written permission
  • Use our Website or content for commercial purposes without authorisation
  • Create derivative works based on our Website content

Permitted Exceptions
Notwithstanding the above restrictions, you are permitted to:

  • Print, save, download, and share your own Medical Records for your personal use
  • Provide your Digital MCs to employers, schools, or other parties as required
  • Share your prescriptions with pharmacies for medication fulfilment
  • Print or save educational health information from our Website for personal, non-commercial use
  • Share your vaccination records with relevant authorities or travel agencies as needed

For clarity: You own your medical information, but we own the format, platform, and presentation of that information. You may use your medical information freely, but you may not reproduce our Website design, branding, or proprietary systems.

10. Website and Platform Use

10.1 Permitted Use

This Website and our digital platforms are provided for:

  • Information about our services and healthcare topics
  • Booking and managing in-person and telehealth appointments
  • Accessing patient resources and health information
  • Participating in telehealth consultations
  • Receiving digital MCs and prescriptions
  • Accessing medication delivery services
  • Contacting our clinic

10.2 Prohibited Activities

You agree not to:

  • Use the Website or platforms for any unlawful purpose
  • Transmit any harmful code, viruses, or malicious software
  • Attempt to gain unauthorised access to our systems or other users' accounts
  • Interfere with the proper functioning of the Website or platforms
  • Harvest or collect information about other users
  • Post or transmit any offensive, defamatory, or infringing content
  • Share your account login credentials with others
  • Request prescriptions or MCs fraudulently
  • Misrepresent your medical condition or symptoms to obtain medications or medical certificates

11. Third-Party Links and Content

This Website may contain links to third-party websites or content. Virtue Medical does not endorse, control, or assume responsibility for any third-party websites, products, or services. Access to and use of third-party websites is at your own risk. We encourage you to review the terms and privacy policies of any third-party websites you visit.

12. Limitation of Liability

12.1 Website and Platform "As Is"

This Website, digital platforms, and all information, content, and services (including telehealth services, digital MCs, and online prescriptions) are provided on an "as is" and "as available" basis. We make no warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.

12.2 No Liability

To the fullest extent permitted by law, Virtue Medical, its directors, employees, and agents shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages arising from:

  • Your use of or inability to use the Website, platforms, or services
  • Technical issues affecting telehealth consultations
  • Delays or failures in medication delivery by third-party delivery partners
  • Any errors, omissions, or inaccuracies in content
  • Unauthorised access to or alteration of your data
  • Any interruption or cessation of services
  • Any viruses or malicious code obtained through the Website or platforms
  • Loss or damage to digital MCs or prescriptions due to technical failures on your device

12.3 Third-Party Services

We are not liable for:

  • Actions or omissions of third-party delivery partners
  • Technical failures of third-party telehealth platforms
  • Internet service provider failures affecting your telehealth consultation
  • Pharmacy errors in dispensing medications based on our prescriptions (if using external pharmacies)

12.4 Medical Liability

Nothing in these Terms limits or excludes our liability for medical negligence or malpractice, which is governed by applicable medical professional standards and Singapore law. This includes clinical decisions made during telehealth consultations, prescription of medications, and issuance of medical certificates.

13. Indemnification

You agree to indemnify and hold harmless Virtue Medical, its affiliates, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

  • Your violation of these Terms
  • Your use of our services, including telehealth, digital MCs, and online prescriptions
  • Your provision of false or misleading information
  • Your misuse of prescribed medications
  • Your failure to disclose relevant medical information

14. Modifications

We reserve the right to modify these Terms of Service at any time. Changes will be effective immediately upon posting to the Website. Your continued use of the Website or services after changes are posted constitutes acceptance of the modified Terms. We encourage you to review these Terms periodically.

15. Severability

If any provision of these Terms is found to be invalid or unenforceable under applicable law, such provision shall be modified to the minimum extent necessary to make it valid and enforceable. If modification is not possible, the provision shall be severed from these Terms, and the remaining provisions shall continue in full force and effect.

16. Governing Law and Dispute Resolution

16.1 Governing Law

These Terms of Service shall be governed by and construed in accordance with the laws of the Republic of Singapore, without regard to its conflict of law provisions.

16.2 Jurisdiction

Any disputes arising from or relating to these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of Singapore.

16.3 Dispute Resolution

We encourage patients to contact us directly to resolve any concerns. For formal disputes, parties agree to first attempt resolution through good faith negotiation before pursuing legal action.

17. Contact Information

If you have any questions about these Terms of Service, please contact us:

Virtue Medical Pte. Ltd.
138 Robinson Road, Oxley Tower #18-04, Singapore 068906
Email: hello@virtuemedical.com.sg
Website: https://www.virtuemedical.com.sg/

18. Acknowledgment

By using our Website, platforms, or services (including telehealth consultations, digital MCs, online prescriptions, and medication delivery), you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy.

You further acknowledge that:

  • You understand the limitations and risks associated with telehealth consultations
  • You accept responsibility for providing accurate medical information
  • You will use prescribed medications safely and as directed
  • You will not misuse digital MCs or request them fraudulently

These Terms of Service are effective as of 15 Dec 2025 and supersede all prior terms and agreements.