Legal Documents

Privacy Policy

1. Data Controller

ZENKAI Health Brazil (operated by the entity registered under Brazilian law) is the controller of your personal data, as defined by the Lei Geral de Proteção de Dados (LGPD — Brazilian General Data Protection Law, Lei nº 13.709/2018).

2. Data We Collect

• Registration data: name, CPF (Brazilian individual taxpayer ID), date of birth, address, e-mail, phone
• Health data: medical history, current medications, symptoms, laboratory tests
• Payment data: processed by PCI-DSS certified gateways (we never store card data)
• Usage data: access logs, pages visited, interactions with the service

3. Purpose of Processing

Your health data is processed exclusively to: (a) enable medical evaluation and the issuance of prescriptions; (b) manage the patient relationship; (c) comply with legal and regulatory obligations; (d) continuously improve the services.

4. Legal Basis (LGPD, Arts. 7 and 11)

The processing of ordinary personal data is based on consent (Art. 7, I) and performance of a contract (Art. 7, V). The processing of sensitive health data is based on the specific consent of the data subject (Art. 11, I) and the protection of health (Art. 11, II, f).

5. Sharing

Your data is shared exclusively with: ZENKAI physicians (necessary for prescription), authorized partner pharmacies (necessary for dispensing), and technology providers under data processing agreements (DPAs) in compliance with the LGPD. We never sell data. Never.

6. Your Rights (LGPD, Art. 18)

• Confirmation of and access to your data
• Correction of incomplete, inaccurate or outdated data
• Anonymization, blocking or deletion of unnecessary data
• Data portability
• Revocation of consent at any time
• Objection to processing carried out on grounds other than consent

7. Data Protection Officer (DPO) Contact

To exercise your rights or clarify questions about privacy: privacidade@zenkaihealth.com.br

Terms of Use

1. Acceptance

By accessing and using the ZENKAI Health Brazil platform, you agree to these Terms of Use. If you do not agree, do not use the service.

2. Nature of the Service

ZENKAI is a telemedicine platform that connects patients with Brazilian physicians duly registered with the CFM (Conselho Federal de Medicina — Federal Council of Medicine). ZENKAI is not a medical company — medical services are provided exclusively by the independent partner physicians. Telemedicine is regulated in Brazil by Resolução CFM 2.314/2022 (CFM Resolution 2.314/2022).

3. Eligibility

The service is intended for Brazilian adults (18 years or older) residing in the national territory. The physician will decide on clinical eligibility for each medication.

4. Does Not Constitute a Medical Emergency

ZENKAI is not a medical emergency service. In emergency situations, call 192 (SAMU) or go to the nearest emergency room.

5. Cancellation and Renewal

All plans are monthly with no long-term commitment. Cancellation may be requested through the patient portal or by e-mail up to 5 days before the renewal date. Renewals already processed are not refundable, except as provided in the Refund Policy below.

6. Limitation of Liability

ZENKAI acts as a technological intermediary. Clinical responsibility lies with the prescribing physician, registered with the CFM. Individual results may vary. ZENKAI does not guarantee specific health outcomes.

Refund Policy

90-Day Guarantee

We offer a 90-day results guarantee. If you followed the protocol as instructed by the physician and did not obtain measurable results within 90 days, your physician will adjust the treatment at no additional cost.

Refund for Non-Approval

If you complete the evaluation questionnaire and the physician determines that no medication is appropriate for your clinical case, you will not be charged. The evaluation is 100% free.

Cancellation Before Delivery

Orders cancelled before shipping by the pharmacist will be refunded in full within 5 business days (PIX) or up to 2 credit card statements.

Orders Already Shipped

After dispensing by the partner pharmacy, refunds for the medication are not possible. In the case of a verified shipping error, we will replace the item at no additional cost. Medical consultations are non-refundable after the prescription is issued.

How to Request

Send your refund request to reembolso@zenkaihealth.com.br with your order number and reason. We review requests within 48 business hours.

Informed Medical Consent

By initiating the evaluation process at ZENKAI, you declare:

• That you are 18 years of age or older and a resident of Brazil
• That you have provided truthful and complete health information
• That you understand telemedicine has limitations and may not replace in-person consultation in all cases
• That you understand treatment results may vary according to each patient's individual clinical profile
• That you authorize the ZENKAI physician to access the health information you have provided for clinical evaluation purposes
• That you have been informed about the possible side effects of the prescribed medications
• That you understand the physician has the autonomy to deny a prescription if they consider it clinically inappropriate
• That you authorize the storage of health information under the terms of the LGPD and the ZENKAI Privacy Policy

Physician Autonomy

The ZENKAI physician has full clinical autonomy and may refuse prescriptions they consider inappropriate for the clinical case presented, regardless of the patient's choice. The final decision on prescription always rests with the physician, in accordance with medical ethics and Brazilian law.

Notification of Adverse Reactions

If you experience unexpected or serious side effects, discontinue use and contact us immediately via the patient portal or call 192 (SAMU) in emergency situations.

In compliance with: Resolução CFM 2.314/2022 (CFM Resolution 2.314/2022 — Telemedicine), CFM 1.931/2009 (Código de Ética Médica — Code of Medical Ethics), LGPD Lei nº 13.709/2018, ANVISA RDC 67/2007.