Terms of Service for Visitors and Users

1. General terms

1.1 Purpose of this document

This document sets out the terms and conditions of access to, and use of, the Website, the Application, and the Services made available on the Website and Application to Visitors and Users. “Rosa” is Rosa ASBL, a non-profit organization established at Cantersteen 12, 1000 Brussels, with enterprise number 0745.832.604.

For the avoidance of doubt, these Terms apply solely to Visitors and Users acting as patients (or on behalf of patients). Health professionals using Rosa’s services for outpatient care are subject to separate contractual terms and are not governed by these Terms.

1.2 Definitions

Visitor: an individual who accesses or uses the Services via Rosa’s website (the Website) and/or mobile application (the Application), without being logged into a Patient account.
User: an individual who has created an account on Rosa (the Patient Account) and accesses or uses the Services via the Website or Application while logged into that Patient Account.

Unless otherwise specified, ‘you’ refers to both Visitors and Users.

1.3 Acceptance of the Terms

By accessing or using our Website and/or Application as a Visitor, you confirm that you have read and agree to be bound by these Terms, as amended from time to time.

When creating a Patient Account, you become a User and additional terms and conditions apply, as set out in these Terms. You will be required to expressly confirm your acceptance of these Terms. By doing so, and each time you access or use the Services while logged into your Patient Account, you agree to be bound by these Terms as they apply to you as a User.

If you do not agree to any or all of these Terms, you must not access or use our Website, Application or Services.

1.4 Description of the Services

Rosa provides you with the following Services via the Website or Application:

a non exhaustive online directory of health professionals across Belgium;
an online appointment booking platform, allowing Users to book appointments with health professionals who have activated the online booking functionality;
a patient portal allowing you to manage your appointments and documents; and
additional services, as may be offered from time to time by Rosa, including, for instance, teleconsultation.

Rosa also provides support services related to the Website, the Application, and/or the Services. Such support services include, among other things, the possibility to report illicit or inappropriate content, submit questions or requests, and access information about career opportunities. Rosa does not provide support in relation to issues involving health professionals. You must address any such issues directly with the relevant health professional.

The Website and Application may also provide access to additional information, including content about Rosa, its activities, and services offered to health professionals. Such content is provided for general informational purposes only and does not constitute a Service provided under these Terms.

The Website, Application and Services provided by Rosa will evolve over time, depending on the choices of the development team and the feedback received from the Visitors and Users. Rosa may communicate these changes at a relevant time.

1.5 Acceptable use

You must access and use the Services, Website and Application reasonably, responsibly and in good faith. As such, you shall not:

breach these Terms or any applicable laws;
use the Website, Application or Services for purposes other than those for which they were intended;
disrupt or interfere with the Website, the Application or the Services;
do anything to prejudice, interfere or violate the security or privacy of our systems or of the information on our systems;
engage in conduct that is illicit, defamatory, obscene, threatening, harassing, abusive, hateful or embarrassing to any other person, or which is reasonably likely to cause harm to the services or reputation of Rosa and/or health professionals;
engage in any form of unauthorized data extraction from the Website or Application, such as web scraping;
infringe another person’s rights, including intellectual property rights, rights of confidentiality or privacy rights;
create a false identity or usurp the identity of another person; or
attempt to access an appointment or data that is not intended for you;

and you shall always ensure that you:

only use our Website or Application and any Services for private purposes, excluding any commercial purposes;
communicate and maintain information about you that is accurate, up-to-date and complete;
have obtained all necessary consent or authorization prior to providing Rosa with information about another individual; and
notify us immediately (support@rosa.be) if you become aware of any security issues or concerns regarding the use or access to our Website, Application or Services.

1.6 Rosa’s commitments and responsibilities

Rosa develops and provides its Website, Application and Services with professional skill and care. Rosa does not warrant that its Websites, Application and Services are always available or free of errors, but will make its best efforts to correct any identified issue as soon as practicable.

Rosa publishes information about health professionals and their availability for appointments. This information is directly managed by the health professionals and is not controlled by Rosa. To the extent permitted by applicable law, Rosa is not responsible in any way, and excludes all liability for:

the accuracy, completeness, or availability of information provided by health professionals;
the conduct, services or decisions of health professionals on or via Rosa’s Website or Application;
appointment cancellations, delays or refusals by health professionals.

Health professionals are solely responsible for the information they publish and the services they provide, including any medical advice, diagnosis, or treatment. Rosa facilitates access to healthcare as a mere intermediary; Rosa is not a health professional or healthcare institution and does not engage in any healthcare activity. Rosa does not provide medical advice, diagnosis or treatment. Any information made available through the Services is for informational purposes only and must not be relied upon as medical advice. The Services are not designed for, and must not be relied upon in relation to, any critical, emergency or acute care medical circumstances.

Rosa’s liability to you is limited to direct damages caused by its own fault. It shall not be liable for indirect or consequential damages, nor for damage arising from your misuse of the Website, Application or Services, your own fault, or actions of third parties. The Website and Application and any Services are provided “as is.” To the extent permitted by law, Rosa excludes any warranties other than those imposed by mandatory consumer‑protection rules.

1.7 External links

The Website and Application might include links to third-party websites. Rosa is not responsible in any way, and excludes all liability, for any information contained on those websites.

1.8 Personal data and cookies

Rosa processes personal data about Visitors and Users, as further described in the Rosa Privacy Policy, which is part of the agreement between you and Rosa.

Information relating to cookies and similar technologies is detailed in Rosa’s Cookie Policy.

1.9 Compliance and Protective Measures

Rosa reserves the right to monitor, review, investigate, and implement any reasonably necessary measures (i) to ensure compliance with these Terms, applicable laws, or regulatory obligations; (ii) to protect the security, integrity, availability, and lawful operation of the Services; and/or (iii) to prevent, detect, or mitigate harm or potential harm to Rosa, its users (health professionals or patients), or third parties, including, but not limited to, in case of suspected fraud, illegal activity, security breach or abusive use of the Services (including the creation of accounts with false or misleading information, or repeated failure to attend booked appointments).

Such measures may include, without limitation, suspending, restricting, or terminating access to the Services; implementing additional identity or access verification controls; reviewing or removing content or data that may breach these Terms or applicable laws; and reporting suspected unlawful activity to competent authorities and, where appropriate and in accordance with applicable law, notifying affected users of suspected abusive activity.

Rosa shall apply these measures in a manner that is proportionate to the nature, severity, and likelihood of the risk or breach identified. Where legally and practically feasible, Rosa will provide prior notice or, where this is not possible, inform the affected User without undue delay after the measure has been taken. Rosa may refrain from providing such prior notice or information where this is strictly necessary, in particular to prevent circumvention of its systems, to address repeated abusive or fraudulent behavior, to preserve the integrity of an investigation, or to comply with legal obligations.

Rosa shall restore access to the Website, Application or Services as soon as reasonably practicable once the cause for the measure has been resolved.

Rosa may occasionally suspend access to the Website, Application or Services for maintenance, updates, or technical reasons and shall use reasonable efforts to minimize disruption and perform such operations during low activity periods as much as practicable.

1.10 Price and payments

Access to the Services, Website and Application is offered to you for free.

1.11 Intellectual Property

Rosa (or its licensors) retains ownership of all rights, including intellectual property rights, in and to the Services, the Website and Application and their content.

Rosa grants you a non-exclusive, non-transferable, royalty free license (with no right to sublicense) to promote, access and use the Services, the Website and the Application under the terms specified in these Terms.

You represent and warrant that you shall:

refrain from adapting, modifying, duplicating, distributing or reproducing, in whole or in part, any component of the Services, the Website and Application, of whatever nature;
not reverse engineer, decompile, disassemble components and/or use any component of the Services, the Website and Application for competitive analysis or to create derivative works.

Notwithstanding anything to the contrary, Rosa is free to use and implement in its products and services any idea, feedback or know-how that you provide to Rosa or that Rosa otherwise develops or acquires during the performance of the Services, without any compensation being due and without this being considered a breach of your intellectual property rights, know-how or other proprietary rights.

Rosa does not claim ownership on your data or materials provided to Rosa or a health professional under these Terms.

Any breach of the above shall constitute a material breach of these Terms and shall prompt Rosa, at its own discretion, to immediately suspend or terminate your right to access the Services.

1.12 Duration of the agreement

These Terms form the agreement between you and Rosa and this agreement is made for an indefinite duration. As a Visitor, you can stop using the Services, Website or Application at any time. As a User, you may terminate the agreement at any time by asking Rosa to delete your Patient Account (via the Application or by sending an email to support@rosa.be). Rosa will send you a written confirmation.

Rosa may terminate the agreement immediately if you breach this agreement, use the Services in violation of the law or if you have acted in such a way that in Rosa’s reasonable opinion, it affects your ability to carry out your obligations under this agreement or the integrity, reputation or standing of Rosa, a health professional or another visitor or user. Rosa may refuse to contract again with you in the future.

Upon termination of this agreement, you shall cease using the Services.

1.13 Communications

Rosa may communicate with Users via the email address linked to their Patient Account. For Visitors, Rosa may use the email address provided when submitting a support request or otherwise contacting Rosa.

1.14 Modification of the Terms of service

This document is valid as of 19 June 2026. Rosa may modify these Terms from time to time. Any updated version of these Terms will be published on the Website. Where appropriate, Rosa may also require Users to expressly accept the updated Terms when accessing their account. By continuing to access or use the Website, the Application or the Services after the updated Terms have been published and become effective, you agree to be bound by the revised Terms. All Visitors and Users are encouraged to review these Terms regularly to stay informed of any changes.

1.15 Applicable law and disputes

The agreement between you and Rosa is governed by Belgian law. In the unfortunate case of a dispute between you and Rosa that cannot be solved amicably, the competent courts of your place of residence or the competent courts of Brussels, French or Dutch section, will handle the dispute.

2. Special terms applicable to Visitors

2.1 Access to the Website and Application

Visitors may access the Website and Application, search for health professionals and consult publicly available information.

2.2 Limitations

Visitors may not access Services reserved for Users, including booking appointments, patient portal or teleconsultation.

3. Special terms applicable to Users

3.1 Patient Account registration

To access certain Services, you must create a Patient Account. You must:

be at least 13 years old;
provide and maintain the information you communicate to Rosa accurate, up-to-date and complete; and
use your account for personal purposes only, keep it secure, and notify Rosa of any unauthorized access.

3.2 Appointments booking

When making (and managing) an online appointment with a health professional or a resource (such as equipment, room or service), you acknowledge and agree that:

you have the right to choose your health professional;
you should make all necessary checks before booking an appointment with one of the health professionals listed on the Website or Application;
every appointment is communicated to the relevant health professional who may, where necessary, reschedule or cancel the appointment in their agenda; in that case, you will receive a notification;
when booking an appointment for another person, you must be authorized to act on their behalf;
you should only book appointments as needed and be respectful of the health professionals’ time;
you shall take all reasonable steps to attend your appointment and you are solely responsible for the consequences of failing to attend it: if you can’t attend your appointment, you must reschedule it or cancel it either via Rosa or by contacting the relevant health professional directly; and
any fees, penalties, or restrictions (including refusal of future appointments) are determined and applied solely by the relevant health professional.

3.3 Teleconsultation

Teleconsultation may be available at the discretion of health professionals.

To ensure the quality of the teleconsultation, you must have at least the following:

a location (in Belgium) that allows for the confidentiality and security of the teleconsultation;
a desktop or laptop computer, or a smartphone or tablet;
a webcam or built-in camera of sufficient resolution;
a microphone or built-in or external speakers of good quality (headsets with built-in microphones are recommended for better audio quality and reduced background noise); and
a stable and fast internet connection to enable high-quality teleconsultation.

You are invited to join the teleconsultation a few minutes prior to your appointment time to strongly authenticate and check the quality of the audio and video connection from your device. When ready, your health professional will initiate the start of the teleconsultation. You might be placed ‘on hold’ if your health professional experiences some delays.

You understand that the content of a teleconsultation is confidential and that recording a consultation requires mutual consent from both the health professional and you.

Rosa acts solely as a technical intermediary providing the infrastructure for the video call. Rosa does not participate in or record the consultation, nor does it provide any medical advice or evaluation. Rosa uses third-party service providers to enable the video connection. More specifically, Rosa uses the services of Whereby (Norway). You can find more information on how Whereby processes your personal data and how to exercise Your personal data protection rights here. Rosa shall use commercially reasonable efforts to ensure the availability and performance of the video service, but does not guarantee uninterrupted access. To the extent permitted by law, Rosa shall not be held liable for any damage or claim arising out of:

The unavailability or poor quality of the video call due to internet ;
device issues outside Rosa’s control;
Misuse of the Service or breaches of confidentiality by you;
Clinical decisions made during the teleconsultation.

4. Version of these Terms of Service for Visitors and Users

This is version 1.5 of our Terms of Service for Visitors and Users and it is current as of 19 June 2026. We keep these Terms of Service for Visitors and Users under regular review to ensure it is current and we may edit it over time to reflect the changes in our Services. If we do so, we will post the updated Terms on this webpage. Please refer back to this document to review any amendments as any revised Terms will apply to all services we provide.

Changes that we have made since the previous version (v 1.4): we have restructured the Terms to better distinguish between Visitors and Users, clarified their scope, introduced provisions on compliance and protective measures, and updated provisions relating to the Services (including by introducing resource-based bookings), and overall clarity.