Terms of Use

These terms govern the use of the BGGI Health platform operated by BGGI GmbH, Rostocker Straße 43, 53117 Bonn, Germany (“BGGI”).

BGGI coordinates international medical treatment: case intake, preparation of medical records, matching with hospitals and physicians, appointment organisation and supporting services (invitation letters, visa support, travel health insurance, translation).

BGGI itself does NOT provide medical treatment and does not give medical advice. Medical decisions are made exclusively by the treating physicians and hospitals.

Registration requires legal age (18) and truthful information. Keep your credentials confidential; you are responsible for actions taken under your account.

Legal representatives act on behalf of minors.

Your sign-in remains valid on a device for up to 90 days and is extended with each use; if the account is not used for 90 days, the sign-in ends. Each sign-in appears as its own row in the device list of your account. There you can sign out individual devices — also from another device, for instance after loss or theft — or all devices at once. A sign-out takes effect no later than five minutes after it is carried out.

BGGI services are charged at the prices shown in the price list at booking time. Services marked as prepaid are provided or unlocked only after confirmed payment (processed via Stripe).

Costs of the actual hospital treatment are estimates until the hospital's quotation is available and are never presented as final. Refundability follows the respective service description.

Paid services requiring advance payment (e.g. video consultation, urgent second opinion) are only rendered or unlocked after confirmed receipt of payment. Payment is processed by our payment provider (Stripe); the price shown at booking is binding (price snapshot).

Cost estimates from hospitals are non-binding estimates of the respective hospital; the treatment itself is invoiced by the hospital.

In addition to card payment, payment by bank transfer is available; § 19 applies to it.

Billing is always in euros. If a provider enters its price in another currency, we convert it into euros at the stored rate and add a handling rate for exchange-rate risk and conversion; the rate is set by BGGI (default 5 %) and can be viewed in the portal. The euro amount shown to you before booking is always decisive.

BGGI Health is NOT a substitute for local emergency services. In life-threatening emergencies, contact your local emergency number immediately (Germany: 112).

You agree to lawful use, refrain from abusive or infringing conduct and upload only documents you are entitled to share.

BGGI strives for high availability; maintenance windows and further development may cause temporary limitations.

BGGI is liable under statutory law; liability is limited to the extent legally permissible. The treating physicians and hospitals are solely liable for the medical treatment itself.

You may terminate your account at any time and request erasure in the privacy area. Statutory retention duties (e.g. for invoice data) remain unaffected.

The privacy policy applies to the processing of personal data.

German law applies. Place of jurisdiction, where permissible, is Bonn. If individual provisions are invalid, the remaining provisions remain effective.

Video consultations can be cancelled free of charge up to 24 hours before the confirmed appointment; amounts already paid are refunded in full. For later cancellation or no-show there is no refund entitlement, unless you demonstrate that attending was impossible through no fault of your own.

If the physician or BGGI cancels an appointment, you receive a full refund or — at your choice — a replacement appointment.

Services not yet begun (e.g. commissioned but not yet started handling of an invitation letter) are refunded in full upon cancellation. Services already rendered in full are excluded from refunds.

Refunds are made via the same payment method as the original payment, generally within 14 days.

§ 20 additionally applies to how credits and refunds arise, are released and become visible.

Consumers have a statutory right of withdrawal. Details, the model withdrawal form and the rules on early expiry in case of immediate performance can be found in the withdrawal notice at /widerruf.

Particularities of the right of withdrawal for the membership and for pharmacy orders are set out separately in the withdrawal notice.

The amount paid under a cost estimate forms the cost framework for the treatment. Physicians and the treating facilities can see this framework and are warned if a service would exceed it. Services beyond the cost framework are not permitted without prior approval.

If additional costs become apparent, a supplement is created. BGGI reviews this supplement, offers it to the patient in their own language, and treatment continues only after the supplement has been paid. BGGI Health does not cover any additional costs.

Only what has been booked and paid for is provided. Services that are not covered remain blocked and are shown with the outstanding amount. Refunds from a facility or physician are recorded and paid back to the patient.

BGGI offers a monthly membership in several tiers as well as a family plan for heads of family who look after several relatives, each with their own file. Which tiers are offered, at what base price, at what price per uploaded file and with how many direct hospital connections, is shown in the portal overview at the time of your choice. BGGI sets the maximum number of relatives in the family plan; it is displayed in the portal. The individual prices of all other services are unaffected by the membership.

The membership is a continuing obligation billed monthly. The first invoice arises when the tier is chosen; however, the membership applies only once this invoice has been paid and receipt of payment confirmed. Until then the tier is chosen but not valid — the benefits of the membership do not yet exist, and you book as without a membership. Each paid monthly invoice extends the membership by one month. Per membership there is at most one open monthly invoice, and per calendar month at most one invoice arises. The payment term is 14 days. There is no minimum term.

BGGI issues the invoice for the next month with a lead time before the end of the paid month; BGGI sets the length of the lead time (default seven days) and displays it in the portal. If payment is not received by the end of the paid month, a grace period follows during which the membership continues to apply; BGGI sets its length too (default seven days). If payment is still not made, the membership ends. If you have chosen a tier and have not paid the first invoice by the expiry of the payment term and the grace period, the choice lapses. In all these cases the invoice remains open and reminders continue; it is not cancelled.

You can cancel the membership at any time via the portal. Cancellation takes effect at the end of the paid month: until then the membership remains in place with all benefits, after that it ends. No further monthly invoice arises; invoices already issued remain payable. Until the end of the paid month you can withdraw the cancellation in the portal. If you have chosen a tier but not yet paid, the cancellation only withdraws the choice; the invoice already issued remains open.

Only once the membership has ended are no new bookings possible — in particular no new cases, no appointment requests, no medical transports, no insurance placement and no use of the AI interpreter. Services already paid for and ongoing treatments are unaffected.

After the end of the membership your data remains visible in the portal for the period set by BGGI (default two years); after that it can only be viewed on request or after restarting the membership. Nothing is deleted in the process — retention follows the statutory periods and the privacy policy.

BGGI arranges orders for medicines with a partner pharmacy checked and approved by BGGI and organises the shipment. BGGI does not itself provide any pharmaceutical service; dispensing the medicine and pharmaceutical advice are the sole responsibility of the pharmacy.

An order requires a prescription — either issued by a physician through the platform or uploaded by you. A prescription issued through the platform carries a validity date; once it has expired, no order is possible. For processing, the pharmacy receives access to the prescription limited to 30 days; every access is logged.

The pharmacy enters the prices of the medicines. The order is presented to you for release with a breakdown of the medicine share, BGGI's handling fee and shipping costs. An invoice only arises after your release; dispatch only follows a confirmed receipt of payment.

Shipment is only made to countries expressly released by BGGI; without release of the destination country no order is possible. The import rules of the destination country must be observed; BGGI cannot vouch for admissibility of import in the country of destination.

As long as an order has not been paid, it can be cancelled; an open invoice is then cancelled as well. After payment, an order can only be cancelled by BGGI; a credit for the amount paid is prepared and takes effect under § 20. After dispatch, cancellation is no longer provided for.

Delivery is carried out by commissioned delivery and courier services. They receive only the details required for delivery; prescription contents, diagnoses and prices are not passed on to them.

BGGI provides machine translation: as translation of messages within a case, as a separately bookable text translation with optional speech output, and as an AI interpreter in video consultations.

Machine translation is an aid to understanding. It is not certified, does not replace a sworn interpreter and may contain errors. BGGI gives no warranty as to the accuracy, completeness or suitability of a machine translation; the source text always prevails.

The original wording is stored and always shown next to the translation in the interfaces. Every machine output is marked as such.

In a video consultation the AI interpreter translates segment by segment in both directions and renders the translation as speech; original and translation appear as subtitles. It is only used if the patient has expressly consented beforehand; consent can be withdrawn at any time. If a personal interpreter has been brought in, the AI interpreter remains switched off.

For medically significant statements — in particular for information, consent and medication — please ask again in case of doubt or bring in a personal interpreter.

Video consultations take place through a provider commissioned by BGGI. Access is tied to the time window of the appointment and expires afterwards.

Video consultations are not recorded. No recording of image or sound takes place without the express prior consent of all participants; no recording function is switched on in the platform. The sound of the AI interpreter is not stored either.

Subtitles of the AI interpreter exist only during the conversation. Original and translation are only filed in the case record if the patient has separately consented to this; a withdrawal deletes them.

Recordings made by individual participants themselves are not permitted without the consent of the other participants.

In addition to card payment through our payment service provider, you can pay by bank transfer. To do so you announce the payment in the portal; the system assigns a unique payment reference and shows BGGI's bank details.

The announced amount may not exceed the outstanding amount. Please state the payment reference unchanged — only then can your payment be allocated to the case.

A transfer only takes effect once BGGI has checked and confirmed its receipt. Only with this confirmation is the paid service unlocked. If an announcement is rejected, you will receive reasons.

The payment term of an invoice is 14 days. After it expires, BGGI sends a reminder about the outstanding payment.

Refunds and credits first arise as a draft. A draft affects neither your balance nor your final settlement and is not shown to you.

A draft only takes effect once BGGI has released it. Upon release, a credit increases your balance, you are notified, and the credit appears in your final settlement. A payout additionally requires a separate release before the amount is transferred.

A credit can cover the whole amount or a part of it (partial credit); likewise an amount can be refunded in whole or in part (partial refund). A refund never exceeds the amount paid for it, and the same amount is not refunded twice.

Every credit and every refund carries a reason: goodwill, service not rendered, double payment, booking error, cancellation, partial cancellation, treatment not carried out, decision of the administration, or another reason spelled out in full.

Up to a share of the basis set by BGGI (default 10 per cent), the case handler decides; above that, the administration decides in addition. Every decision is recorded with person, time and reason.

The release of a credit at the same time decides on the service concerned (§ 25). A service that has been credited or cancelled is no longer demanded for payment.

The final settlement of a case remains open until BGGI closes it; it does not close by itself. On closing, a credit is prepared for the unused part of the treatment budget already paid; like any other credit it requires release. BGGI can reopen a closed final settlement if supplements or corrections arise.

Statutory claims to repayment, in particular arising from withdrawal and from § 12 of these terms, remain unaffected by this procedure.

In addition to these general terms and conditions, you conclude a separate usage and service contract for patients with BGGI, which you sign within the platform. Physicians, service providers and other partners each conclude their own contracts.

In the event of a conflict between these general terms and conditions and the separately concluded contract, the separately concluded contract prevails. The withdrawal notice, the privacy policy, the consent to the processing of health data and the telemedicine notice apply in addition.

BGGI arranges services of vetted care partners: rehabilitation facilities, medical supply stores (assistive devices) and air ambulance services including medical repatriation. The service itself is provided by the partner on its own responsibility; BGGI arranges, organises and invoices.

The price comes about as follows: where a prescription, an order or a request exists, the partner tells BGGI its price. BGGI adds its own share and quotes you the total. You see one amount, not two; the split is our internal relationship with the partner.

The quoted amount applies to the service described. If the scope changes — different execution, longer duration, additional accompaniment — we quote you a new amount before anything is carried out. A request is not yet an order; it becomes binding only upon your acceptance.

For air ambulance flights, the carriage and safety rules of the operating company and official requirements apply in addition; departure and arrival times may shift for reasons of flight safety, weather or state of health.

In the BGGI Health phone apps for iPhone and for Android, the membership is taken out exclusively through the respective store — through the Apple App Store or through Google Play. Taking it out by card or bank transfer is not provided for there.

To that extent, the purchase contract for the membership is concluded with the store. Price, payment, renewal, cancellation, withdrawal and refund are governed by the store's terms; the prices shown in the store are decisive.

The term is one month and renews automatically by one month at a time until you cancel the membership in the store. A cancellation in the store takes effect at the end of the paid period.

Cancellation, tier changes and refunds are handled in the subscription management of your device, not in the BGGI portal. A subscription taken out in the store can be neither cancelled nor refunded via the portal.

The status of your membership results exclusively from the store's notifications to BGGI. The subscription belongs to your account and therefore also applies on the computer; a second subscription by another route is not possible.

All other services — in particular consultations, treatment costs, transports, interpreting, prescriptions, invitation and visa — continue to be charged in the phone apps in accordance with § 4 and § 19 of these terms.

The platform offers a scanner with which you capture documents using your device's camera. In the phone apps the device's own document scanner is used for this, in the browser our own. In both cases the sheet is already detected, straightened and made more legible on your device; only then are the pages transferred and combined at BGGI into ONE PDF file.

If your device offers text recognition, the text of the pages is read there as well. It is transferred together with the pages, placed invisibly into the PDF file — the file remains an image, but becomes searchable — and used to read out the details of the document: sender, recipient, date, invoice, customer and case reference numbers, amount and currency, bank details as well as contact details.

The captured pages are then classified automatically: type of document (report or other document), title, date, issuer and language. If text was recognised on the device, only this text is sent to the model and no image; otherwise at most four pages are sent to the model as images, always the first and the last.

This classification is a filing aid. It is not a medical assessment, not a diagnosis and not a review of the content. Every document classified in this way is marked as automatically classified; you can change the details. If the recognition is uncertain, your own preselection applies and the interface asks you to check.

If the captures do not show a document, nothing is saved and the capture is rejected. At most 20 pages per operation and at most 8 MB per page are permitted.

A chargeable service is unlocked as soon as it has been paid for. Before that it remains blocked and is shown with the outstanding amount.

Every service additionally carries an entitlement: active, partially active, suspended or revoked. A suspended service can neither be used nor paid for; a revoked service is ended.

The release of a credit decides whether the service concerned remains active, remains partially active, is cancelled or whether the decision is deferred. If it is deferred, the entitlement is suspended until the administration has decided.

Who decided on the entitlement, when and for what reason is recorded and can be viewed in the portal.

Services are distinguished according to who bears their costs: BGGI's own services and services of third parties (third-party costs) — for example of a hospital, a physician, a pharmacy, an air ambulance service or a care partner.

In the event of a cancellation or a refund, third-party costs are considered separately: amounts already paid to third parties are named before a credit is decided. Third-party services not yet paid for can be cancelled.

Amounts repaid by a third party are recorded and passed on to you. Whether a service is refundable follows from its service description.