Current as of: 31 May 2026
Terms of Use & Conditions
Introduction
Welcome to Wisen, a digital health platform designed to connect patients with healthcare professionals and clinics. Wisen provides appointment scheduling tools, a health marketplace, secure communication between patients and professionals, and clinical documentation and management tools.
This website and platform ("Wisen" or "Platform") are operated by Challenging Theorem, Lda., a legal entity incorporated under the laws of Portugal, with registered office at Rua São Sebastião da Pedreira 38, 2D, 1050-209 Lisbon, Portugal, NIPC PT519274571 ("Challenging Theorem", "the Company" or "we").
The Website and its content comply with applicable national and European legislation. Access to and use of the Website are subject to these Terms of Use, which the User accepts in full upon accessing or using the Platform.
1. General Provisions
Respect for privacy is a fundamental right and one of Wisen's core values. We are fully committed to complying with European and national regulations on the protection of personal data, in particular the General Data Protection Regulation (EU) 2016/679 ("GDPR"), Law No. 58/2019 of 8 August, and other applicable national legislation on data protection and medical confidentiality (namely Law No. 12/2005 of 26 January, on personal genetic information and health information).
We store personal data in secure infrastructure based in the European Union, operated by certified providers. If a User violates these Terms, access to the Platform may be suspended or terminated immediately.
Wisen may amend these Terms at any time, with updates taking effect upon publication on the Website. Users will be notified of material changes through their registered contact details.
The processing of personal data carried out through the Website is described in detail in the "Personal Data and Privacy" section below.
2. Definitions
"Wisen" or "Platform": the digital platform operated by Challenging Theorem, Lda.
"User": any individual who accesses Wisen, including Patients and Professionals.
"Patient": a User who seeks to book or manage healthcare services through the Platform.
"Professional": a duly qualified healthcare professional or healthcare provider entity (clinic) that makes their services available through Wisen.
"Marketplace": the Platform feature that allows Patients to search for and select verified Professionals for appointment booking.
"Services": scheduling, marketplace, secure messaging, reminders, clinical documentation tools and other features made available by the Platform.
3. Scopes of Services
Wisen is a technological platform for intermediation and management and is not a healthcare provider. Wisen does not provide medical advice, diagnosis or treatment and does not replace the clinical relationship between the Patient and the Professional.
Patients can search, book and manage appointments with verified Professionals.
Professionals can manage availability, appointments, communications and professional profiles.
Reminders and informational content provided are purely informational and do not replace medical advice or emergency care.
In medical emergency situations, the User should contact 112, the SNS 24 line (808 24 24 24) or go to the nearest emergency service.
Any clinical documentation tools made available are intended exclusively to support the Professional in the structured recording of information during the appointment, under their sole responsibility and validation, and do not constitute clinical decision support systems.
4. User Obligations
The User commits to:
Providing accurate, true and up-to-date information when using the Platform.
Refraining from any misuse, namely booking appointments without intending to attend, fraud or abuse.
Professionals must maintain valid credentials and accurate information about their clinical practice.
Keeping access credentials confidential and not sharing them with third parties, being responsible for all activities carried out under their account.
Respecting other Users and using the communication features exclusively for the purposes for which they were designed.
5. Provider Verification
Professionals must submit valid professional credential documentation, namely a professional license issued by the respective Professional Order, and keep their information up to date.
Wisen carries out reasonable verification but is not responsible for inaccurate, outdated or fraudulent submissions by Professionals. Only verified Professionals have their account activated and appear on the Marketplace. Professionals who provide incorrect or outdated information must resubmit it correctly at Wisen's request, under penalty of their account not being approved or, if already active, being removed from the Platform.
Each Professional is solely responsible for the provision of clinical services, compliance with their professional and legal obligations, and the quality of care provided.
6. Booking, Payments and Appointment Cancellation
6.1 Booking
Patients can book appointments directly through Wisen. Each Professional defines and communicates their own cancellation, rescheduling and no-show policies.
6.2 Payments between Patient and Professional
Wisen does not process payments for clinical services provided by Professionals. Payments and the issuance of corresponding invoices are managed directly between the Patient and the Professional, who is solely responsible for complying with applicable tax obligations under the VAT Code and other applicable legislation.
6.3 Cancellation and No-Show
The consequences of late cancellations or failure to attend appointments are defined by each Professional. Wisen is not a party to these relationships nor responsible for their execution, limiting itself to providing the technological means for booking and communication.
7. Professional Subscriptions
7.1 Platform Access
Access to the Services by Professionals is subject to a plan subscription, under the terms and conditions described in the pricing area of the Website or in specific commercial agreements entered into with Wisen.
The Professional declares and acknowledges that they are contracting the Services in the exercise of their professional or business activity and that consumer protection legislation under Decree-Law No. 24/2014 of 14 February, in its current version, does not apply, in particular regarding the 14-day right of withdrawal.
7.2 Payment Processing
Subscription payments are processed through Stripe Payments Europe, Ltd., an authorised and regulated payment service provider in the European Union. Wisen does not store or directly process payment card data, which is managed exclusively by Stripe in accordance with PCI-DSS standards.
By subscribing to a plan, the Professional additionally accepts Stripe's terms of use, available at stripe.com/legal.
7.3 Billing
Invoices for subscriptions are issued automatically through Moloni, software certified by the Tax and Customs Authority under applicable legislation. Fiscal documents are made available to the Professional in their user area and, where applicable, sent electronically.
7.4 Automatic Renewal and Price Changes
Unless otherwise stipulated, subscriptions renew automatically for periods equal to those contracted, with the Professional being charged on the renewal date using the registered payment method.
Wisen may change subscription prices, notifying the Professional with a minimum of 30 days' notice before the new rates come into effect. A Professional who does not agree with the new prices may cancel the subscription before its renewal, at no additional cost.
7.5 Subscription Cancellation
The Professional may cancel the subscription at any time through their user area or by contacting info@wisen.pt. Cancellation takes effect at the end of the current billing period, with the Professional retaining access to the Services until that date.
7.6 Refund Policy
Amounts paid for subscriptions are non-refundable, with the Professional retaining access to the Services until the end of the already settled period.
Wisen will, however, proceed with a refund in the following cases:
Incorrect or duplicate charge: full refund of the amount incorrectly charged.
Charge after cancellation: full refund of the amount charged after the date on which the cancellation took effect.
Platform unavailability attributable to Wisen for a period exceeding 24 (twenty-four) consecutive hours: pro-rata refund for the affected period.
Exceptional circumstances assessed on a case-by-case basis by Wisen, for commercial or good faith reasons.
How to request a refund:
The request must be sent to info@wisen.pt, indicating the subscription ID, the reason for the request and the Professional's tax details.
Wisen will confirm receipt within 2 business days and process the request within a maximum of 14 days.
Approved refunds are processed through Stripe within up to 14 business days from approval, being credited to the originally used payment method.
Whenever a payment has been invoiced, a corresponding credit note will be issued through Moloni.
8. Personal Data and Privacy
Wisen processes personal data in accordance with the GDPR, Law No. 58/2019, Law No. 12/2005 and other applicable legislation. Challenging Theorem, Lda. acts as data controller in relation to account, billing, and Platform usage data and other data strictly necessary for the operation of the Services; and as data processor for Professionals, pursuant to Article 28 of the GDPR, in relation to the clinical data of Patients entered by Professionals in the course of their activity.
8.1 Data Collected
Identification personal data: name, contact details, access credentials.
Health data: clinical data voluntarily provided by Patients or recorded by Professionals in the course of providing care.
Usage data: device and browser information, IP address, access logs.
8.2 Purposes of Processing
Provision of scheduling, booking and communication services.
Sending appointment reminders, notifications and updates.
Supporting continuity of care through digital records and follow-ups.
Improving Platform performance and User experience.
Compliance with applicable legal obligations.
8.3 Legal Basis
Performance of a contract (Art. 6(1)(b) GDPR): for the provision of contracted Services.
Compliance with a legal obligation (Art. 6(1)(c) GDPR).
Legitimate interests (Art. 6(1)(f) GDPR): for security, fraud prevention and service improvement.
Consent (Art. 6(1)(a) GDPR): where applicable to specific purposes, including marketing communications.
As regards health data (a special category of data), processing is based on Article 9(2)(h) GDPR, provision of healthcare, supplemented, where applicable, by the explicit consent of the data subject (point (a)).
8.4 Data Sharing and Transfer
Data may be shared:
With Professionals selected by the Patient, exclusively for the purpose of providing care.
With sub-processors (hosting, SMS/email, payments, documentation tools) under data processing agreements compliant with Article 28 of the GDPR.
With public authorities when legally required.
Data is never sold to advertisers or unauthorised third parties.
International transfers: whenever a sub-processor is located outside the European Economic Area, Wisen ensures the existence of adequate safeguards under Chapter V of the GDPR, namely European Commission adequacy decisions or Standard Contractual Clauses.
8.5 Retention
Personal data retained for the period necessary to provide the Services.
Health data retained in compliance with applicable legal retention periods for clinical records.
Users may request deletion, without prejudice to applicable legal retention requirements.
8.6 User Rights
Under the GDPR, the User has the right to:
Access, rectify or request the deletion of their data.
Restrict or object to processing.
Data portability.
Withdraw consent at any time, without affecting the lawfulness of prior processing.
Lodge a complaint with the National Data Protection Commission (CNPD): www.cnpd.pt.
Requests should be addressed to: privacy@wisen.pt.
8.7 Data Protection Officer
Wisen's Data Protection Officer can be contacted at dpo@wisen.pt.
8.8 Minors
The Platform is not intended for direct use by persons under 16 years of age. Appointments and data relating to minors must be managed by their respective legal representatives, who are responsible for the accuracy of the information provided and for obtaining the necessary consent in accordance with the law.
9. Data Security
All communication is encrypted (HTTPS/TLS).
Data is stored on secure servers located in the European Union.
Access is restricted to authorised staff and Professionals involved in the provision of care.
Regular audits and compliance checks are performed.
Documented incident response procedures and data breach notification processes exist, in compliance with Articles 33 and 34 of the GDPR.
9.1 Provider Messaging
Wisen includes a secure, integrated messaging feature that enables direct communication between Patients and Professionals on the Platform, without compromising privacy or compliance.
Key features:
Encrypted conversations: all messages are protected via TLS encryption, ensuring confidentiality in accordance with the GDPR and applicable health data standards.
Discreet communications: messages are stored securely on EU-based infrastructure, accessible only by the sender and intended recipient.
Purpose-limited use: designed for appointment-related communications, follow-up questions and care coordination, and does not replace clinical advice or emergency guidance.
Data minimisation: only essential metadata (e.g., timestamps, sender & recipient IDs) is retained for security and auditing; message content is encrypted and access-restricted.
Patient control: patients can initiate or terminate messaging threads, ensuring they have autonomy over how and when they communicate.
Audit & compliance: messaging logs adhere to GDPR retention guidelines and can be anonymised or securely deleted on request — with audit trails preserved as necessary.
How It Works
Initiating a conversation: a patient or professional can open a conversation from the appointment interface.
Secure messaging: exchanges are encrypted. Only authorised users (patient and professional) can access their conversation.
Purpose reminder: a prompt reminds users that messages are for appointment follow-up and support — not medical emergencies.
Automatic archiving: after a set retention period (e.g., 2 years), inactive conversations are archived or deleted, in accordance with privacy policy and user preferences.
10. Intellectual Property
All designs, trademarks, logos, content and software elements of the Platform are the property of Challenging Theorem, Lda. or its licensors, and are protected by applicable intellectual property legislation.
The trademark «WISEN» is the subject of a European Union trademark application filed with the EUIPO (case no. 019336281).
Users may not copy, reproduce, distribute, modify or use any materials from the Platform without the prior written consent of Wisen.
11. Limitation of Liability
Wisen is not responsible for diagnoses, medical advice or treatments provided by Professionals.
Wisen is not liable for missed appointments, cancellations, Professional unavailability or patient no-shows.
The Platform is provided "as is", without guarantees of uninterrupted or error-free access.
To the maximum extent permitted by law, Wisen's liability is limited to direct and foreseeable damages.
Nothing in these Terms limits Wisen's liability in cases of fraud, gross negligence or where such limitation is prohibited by mandatory law.
12. Termination
Users may close their accounts at any time.
Wisen may suspend or terminate accounts in cases of misuse, fraud or breach of these Terms.
Termination does not affect any legal obligations to retain clinical data or any accrued rights of either party.
13. Cookies
The Platform uses cookies and similar technologies to ensure its correct operation, improve the User experience and carry out statistical analysis. Details on the use of cookies can be found in the Cookie Policy, available on the Website.
14. Governing Law and Jurisdiction
These Terms are governed by Portuguese law and applicable European Union law.
For the resolution of any disputes arising from these Terms with Professionals, the courts of Lisbon shall have exclusive jurisdiction, with express waiver of any other forum. Where the User acts as a consumer, the mandatory consumer protection law shall apply, including the applicable rules on territorial jurisdiction.
Users acting as consumers may also use the alternative consumer dispute resolution platforms available at www.consumidor.gov.pt.
15. Contact
For questions about these Terms or the Privacy Policy:
team@wisen.pt (general enquiries)
info@wisen.pt (refund requests and billing enquiries)
privacy@wisen.pt (exercise of rights under the GDPR)
Challenging Theorem, Lda.
Rua São Sebastião da Pedreira 38, 2D
1050-209 Lisboa, Portugal
NIPC PT519274571
Digital Health, Human Touch
© 2026 Challenging Theorem, Lda. All rights reserved.