Public offer for information and consulting services
Terms of the treatment navigator services: scope, what is excluded, how to order, price, payment, refunds and liability. Version of 12.09.2026.
Version of
Version of 12.09.2026. This document is an offer by {{ORG_NAME}} (the Contractor) to enter into a contract for information, consulting and organisational services. The offer becomes a contract when you accept it. Acceptance means paying for the service. Please read the text before paying.
Who are the parties to the contract?
Contractor — {{ORG_NAME}}, taxpayer number (INN) {{INN}}, registration number (OGRN/OGRNIP) {{OGRN}}, address: {{ADDRESS}}, email info@osteoplusx.ru.
Client — you: a legally capable individual over 18. If the consultation concerns a child or a person under guardianship, the Client is their legal representative (source: Civil Code of the Russian Federation, Part 1, Articles 26–28, ConsultantPlus, 1994, https://www.consultant.ru/document/cons_doc_LAW_5142/). When you enquire about an adult relative, you confirm that they agree to their situation being discussed.
What is the subject of the contract?
The Contractor provides treatment navigation services. A navigator is a specialist who helps you understand the route and organise the steps, but does not treat you. The services include:
- a plain-language review of your situation: which stage you are at and which options are usually considered;
- building a route: examinations, the path through compulsory health insurance (OMS) and state-funded quotas (VMP) or a paid programme, approximate timelines;
- a shortlist of 2–3 clinics and surgeons with reasoning: case volumes, specialisation, equipment;
- help with documents for OMS and VMP: what to gather, where to submit, how the commission works;
- organisational support for 30 calendar days from the first call (extension by separate agreement): booking, admission preparation, a list of questions for the doctor;
- a written summary or report in PDF format at the end.
The contents of each plan are described on the «Consultations» page. The description of the services there is part of this offer; the prices on it are for reference (see the section on price).
What is not included?
The Contractor’s services are not medical services. The Contractor holds no medical licence and does not provide medical care, including care using telemedicine technologies[1]1Федеральный закон № 323-ФЗ «Об основах охраны здоровья граждан», ст. 36.2 — КонсультантПлюс, 2011To the list of sources →. This means the Contractor:
- does not make a diagnosis and does not confirm someone else’s diagnosis;
- does not prescribe, cancel or adjust treatment or medication;
- does not interpret scans, test results or medical reports;
- does not issue medical opinions or certificates;
- does not give recommendations that replace an in-person visit to a doctor.
Every treatment decision is made by you together with your treating physician. The navigator’s summary is structured information and a list of questions, not a medical document. In case of acute pain, fever, swelling or injury, call 103 or 112 (in Russia) or your local emergency number.
The Contractor does not guarantee the outcome of treatment, the granting of a quota, admission dates or the decision of any particular clinic[3]3Федеральный закон № 38-ФЗ «О рекламе», ст. 24 — КонсультантПлюс, 2006To the list of sources →. The clinic provides medical services under its own contract and its own licence.
How do you order a service?
- Enquiry. You fill in the form on the website or write to info@osteoplusx.ru. You tick separate boxes: agreement to the offer and consent to personal data processing[2]2Федеральный закон № 152-ФЗ «О персональных данных» — КонсультантПлюс, 2006To the list of sources →.
- Agreement. The Contractor replies within 1 working day and proposes a consultation time.
- Payment. You pay for the service. The contract is concluded from the moment of payment.
- Delivery. The consultation takes place online (video or audio) or in writing — your choice. Support follows the agreed plan.
- Result. You receive a written summary in PDF format at the email address or messenger you specified.
What are the delivery timelines?
| Service | Timeline |
|---|---|
| Introductory consultation | 30–40 minutes online; written summary within a day of the consultation |
| Full support | Until admission; chat support for 30 days from the date of payment, then by agreement |
A consultation can be rescheduled no later than 12 hours in advance, up to 2 times at no extra charge. If the Contractor cannot hold the consultation at the agreed time, it proposes a new time or a full refund. Timelines of the OMS and VMP route depend on clinics and commissions and are not part of the Contractor’s obligations.
How much do the services cost, and how do you pay?
Prices are listed in the plans on the «Consultations» page. The prices are for reference and are not part of the public offer until an invoice is issued. Data verified: 12.09.2026. The price is fixed in the invoice or payment link and does not change after payment.
Payment is made by invoice or through a payment link via a payment provider. For online payments you receive an electronic receipt by email or phone (source: Federal Law No. 54-FZ «On the Use of Cash Register Equipment», ConsultantPlus, 2003, https://www.consultant.ru/document/cons_doc_LAW_42359/). The Contractor does not receive or store bank card details. Clients from abroad may pay by invoice; bank fees are borne by the Client.
How do you get a refund?
You may cancel the service at any time before it has been fully delivered (source: Law of the Russian Federation No. 2300-1 «On Consumer Rights Protection», Article 32, ConsultantPlus, 1992, https://www.consultant.ru/document/cons_doc_LAW_305/).
- The consultation did not take place for any reason — a 100 % refund of the amount paid.
- Cancellation after delivery has begun — a refund less the Contractor’s actual costs, for example the cost of an introductory consultation already held as part of a support package.
- The service has been fully delivered — no refund, except in cases of inadequate quality.
To request a refund, write to info@osteoplusx.ru. Money is returned by the same method used for payment, within 10 days of receiving the request (source: Law of the Russian Federation No. 2300-1, Article 31, https://www.consultant.ru/document/cons_doc_LAW_305/).
What is the liability of the parties?
The Contractor is responsible for the quality of its information and organisational work: the completeness of the summary, meeting deadlines, confidentiality. The Contractor’s liability is limited to the price of the paid service, to the extent permitted by consumer protection law.
The Contractor is not liable for:
- decisions of clinics, VMP commissions and insurance companies;
- the outcome of treatment and the actions of medical staff;
- decisions the Client takes without discussing them with their treating physician;
- inaccurate information the Client provided about themselves.
The Client undertakes to provide accurate information and not to use the summary as a substitute for a doctor’s consultation.
How is confidentiality ensured?
The Contractor processes personal data under the privacy policy and on the basis of a separate consent[2]2Федеральный закон № 152-ФЗ «О персональных данных» — КонсультантПлюс, 2006To the list of sources →. Nothing you tell us about your health is passed to third parties without your instruction. Medical documents for forwarding to clinics are accepted only after a separate written consent[2]2Федеральный закон № 152-ФЗ «О персональных данных» — КонсультантПлюс, 2006To the list of sources →. Data is stored on servers in Russia.
What counts as force majeure?
The parties are released from liability in circumstances beyond their control: natural disasters, military action, decisions of public authorities, prolonged communication outages. If they last more than 30 days, either party may terminate the contract with a refund of the unused payment.
Which law applies, and how are disputes resolved?
The contract is governed by the law of the Russian Federation. The parties first try to resolve disputes by negotiation: a claim is sent to info@osteoplusx.ru, and a reply follows within 10 days. If no agreement is reached, the dispute goes to court under the rules of consumer protection law.
How does the offer change?
A new version is published on this page with its date. Services already paid for are governed by the version in force on the date of payment.
Contractor details
| Field | Value |
|---|---|
| Name | {{ORG_NAME}} |
| INN | {{INN}} |
| OGRN / OGRNIP | {{OGRN}} |
| Address | {{ADDRESS}} |
| Bank details | {{BANK_DETAILS}} |
| info@osteoplusx.ru |
The services are informational, consulting and organisational in nature and are not medical services[1]1Федеральный закон № 323-ФЗ «Об основах охраны здоровья граждан», ст. 36.2 — КонсультантПлюс, 2011To the list of sources →. Warning required by advertising law[3]3Федеральный закон № 38-ФЗ «О рекламе», ст. 24 — КонсультантПлюс, 2006To the list of sources →: Contraindications may apply. Consult a specialist.