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Clinicians Check Dispute Resolution Mechanism

Effective Date: May 23, 2025

1. Purpose

This Dispute Resolution Mechanism (“Mechanism”) outlines the structured, fair, and legally sound process for resolving conflicts between:

  • Patients and practitioners

  • Sellers and customers

  • Practitioners and the Platform

  • Sellers and the Platform

  • Platform users and CliniciansCheck Ltd

It is designed to reduce litigation risk, uphold platform integrity, and ensure fair outcomes in line with global legal norms, medical ethics, and e-commerce regulations.

2. Scope

This Mechanism applies to all users, sellers, and practitioners who access or transact via the CliniciansCheck Platform.

  • Disputes may include but are not limited to:

  • Alleged clinical misconduct or safety concerns

  • Refund or cancellation issues

  • Allegations of data misuse or fraud

  • Misrepresentation of services or products

  • Breaches of contractual or regulatory obligations

3. Tiered Resolution Process

3.1 Step 1: Direct Resolution (Parties Involved)

Users are required to first attempt to resolve disputes directly via secure platform messaging or customer service tools.

Practitioners and sellers must respond within 5 working days of a dispute notification.

3.2 Step 2: Internal Review by CliniciansCheck

If unresolved, users may escalate the matter to the CliniciansCheck Dispute Resolution Team by emailing:

operationsteam@clinicianscheck.com Subject line: “Dispute Escalation – [Booking/Seller ID]”

  • The platform will conduct an impartial internal investigation, which may involve:

  • Reviewing logs, communication history, credentials, and listing details

  • Engaging legal, compliance, or clinical advisors

  • Contacting the user and other parties for further information

Timeframe: A response will be provided within 14 days, with a resolution target of 30 days.

3.3 Step 3: External Mediation or Arbitration

If the issue remains unresolved, the parties agree to attempt mediation before formal legal proceedings. CliniciansCheck may recommend a neutral third-party dispute resolution body in the UK, EU, or user’s jurisdiction.

If required, binding arbitration will be conducted via:

  • London Court of International Arbitration (LCIA)

  • Or equivalent regional authority (ICC, AAA, or local arbitration board)

The language of arbitration will be English. Each party shall bear its own costs unless the arbitrator decides otherwise.

4. Jurisdiction and Governing Law

Unless otherwise agreed:

The laws of England and Wales shall govern all dispute proceedings

Injunctive or enforcement proceedings may still be brought in other competent jurisdictions where necessary

5. Platform Rights

CliniciansCheck reserves the right to:

  • Withhold payouts or suspend accounts during dispute review

  • Enforce a temporary freeze on bookings or orders

  • Remove listings or practitioner profiles where user safety is at risk

6. No Waiver of Legal Rights

Nothing in this Mechanism limits your rights under applicable consumer protection, medical ethics, or civil laws.

7. Confidentiality and Data Handling During Disputes

All information shared during the dispute resolution process will be treated as confidential and used solely for the purposes of resolving the dispute. CliniciansCheck handles dispute-related data in accordance with its Global Privacy Policy, the UK GDPR, EU GDPR, HIPAA, and other applicable data protection laws. Any sharing of data with third parties (e.g., arbitrators or regulators) will occur under strict contractual safeguards and only where necessary.

8. Fairness, Accessibility & Non-Retaliation Clause

CliniciansCheck commits to a dispute resolution process that is impartial, accessible, and free from bias. Parties who raise genuine concerns or complaints in good faith are protected from retaliation. CliniciansCheck will take appropriate steps to ensure vulnerable users (e.g., minors, users with disabilities, or those in protected classes) are supported throughout the resolution process.

9. Digital Evidence Acceptance

CliniciansCheck accepts digital evidence such as screenshots, email threads, audit logs, session records, and metadata as part of its dispute review process. Parties are encouraged to preserve relevant information at the time of the incident.

10. Language Support and Interpretation

CliniciansCheck aims to support multilingual dispute submissions in line with the global expansion of the Platform. Interpretation or translation services may be offered on a case-by-case basis, particularly in disputes involving vulnerable or cross-border users.

Contact

For all formal dispute matters:

Dispute Resolution Team

operationsteam@clinicianscheck.com

2 Harley Street, London, W1G 9PA, United Kingdom