ZorroCare Client Terms of Use
Effective October 14, 2026 · Version terms-v2026-10-14
Privacy NoticeTerms for providersLeer en español (texto que rige)
These terms apply when you search for a professional, book, pay for, reschedule, cancel, or attend an appointment through ZorroCare, or use a ZorroCare account, message, or session link. The Spanish text is the controlling version; this English text is a convenience translation (Section 16).
1. About these Terms
1.1 Who we are. ZorroCare is operated by Auralis, S.A., a Panamanian company ("ZorroCare", "we"). You can reach us at hola@zorrocare.com.
1.2 Who these Terms are for. These Client Terms of Use (the "Terms") apply to anyone who uses ZorroCare to find, book, pay for, or attend services from a professional or practice listed on ZorroCare ("you" or the "Client"), including a person who books on behalf of someone else. The professionals and practices themselves (each a "Provider") are governed by the Provider Agreement, not by these Terms.
1.3 How you accept. You accept these Terms by ticking the consent box when you confirm a booking. We record the version you accepted with that booking. If you use ZorroCare without booking, these Terms still apply to that use.
1.4 Other documents. Our Privacy Notice explains how we process personal data and prevails over these Terms on data-protection matters. Your Provider's own informed-consent forms, clinical agreements, and professional rules govern the care you receive.
2. What ZorroCare is, and what it is not
2.1 A platform. ZorroCare is software that helps you find Providers and book with them. It offers a directory, online booking, scheduling and reminders, messaging, access to online sessions, invoices and payment records, and card payment collection on the Provider's behalf.
2.2 Not a healthcare provider. ZorroCare does not provide therapy, counseling, medical, or any other clinical service, and does not give clinical advice. We do not employ, supervise, or direct Providers, and we are not a party to the care relationship between you and your Provider. Your Provider alone is responsible for the professional services, clinical decisions, records, and informed consent.
2.3 Listings are not endorsements. We may review Provider credentials when they join and afterwards, but only to protect the integrity of the platform. A listing is not a recommendation or a guarantee of any Provider's qualifications, availability, or results. Choosing a Provider is your decision.
3. Emergencies
ZorroCare is not an emergency service. Messages, WhatsApp, email, and booking requests are not monitored for crises and may not be read quickly. If you or someone else is in danger or in crisis, call 911 or go to the nearest emergency room. Do not use ZorroCare to report an emergency.
4. Accounts and secure links
4.1 Accurate information. Give us accurate contact details and keep them current. Your Provider relies on them to reach you.
4.2 Secure links. We send sign-in links and appointment links by email. Anyone who has one of these links may be able to see appointment information, so do not share them. Tell us promptly at hola@zorrocare.com if you think someone has accessed your account or a link without your permission.
4.3 Age and representation. You must be of legal age to enter into contracts in Panama to book for yourself. To book for a minor or for another person you represent, you must be their parent, guardian, or legal representative, and you accept these Terms on their behalf. Your Provider decides whether and how to provide services to minors and may ask you to prove your representation.
5. Booking and appointments
5.1 What your Provider sets. Your Provider sets its services, session lengths, prices, session formats (online or in person), locations, and availability. You see the price and format before you confirm, and the price is fixed for that booking once you confirm it.
5.2 Holding a time. When you start a booking, the selected time is held for you for 10 minutes while you complete it. If you do not finish in that time, it is released to others.
5.3 Deposits. Some Providers require a deposit to confirm a booking. If a deposit is required, it is due 24 hours after booking or 12 hours before the session, whichever comes first. If you book less than 13 hours before the session, you have one hour to pay, and never past the start. A card deposit that is not received by the deadline is cancelled automatically: the time is released and nothing is charged. A deposit paid directly to your Provider (for example by Yappy, bank transfer or cash) counts once your Provider or ZorroCare records it; it is not cancelled automatically, and your Provider may cancel the appointment if it is not received. We send your session link once the deposit is confirmed. The deposit is part of the session price, not an extra fee.
5.4 Bookings made for you. A Provider or its care coordinator may book an appointment for you. We will email you the details and a link to manage it. These Terms apply when you use ZorroCare to view, manage, or pay for that appointment.
5.5 Session details. For online sessions you join through a secure session link, a built-in video room, or a meeting link your Provider supplies. For in-person sessions, the address shown at booking is copied onto your appointment. If your Provider changes the format or logistics, we will email you the update.
5.6 Rescheduling. You can move an upcoming appointment to another available time from your account or appointment link. Your Provider may also propose a new time. A proposed time is held for 24 hours for you to accept. Payments already made carry over to the new time.
6. Payments and billing
6.1 How you can pay. Each Provider chooses how it accepts payment: by card through ZorroCare, directly to the Provider (for example cash, bank transfer, or Yappy), or both. The same method applies to the deposit and the balance of a booking. You see the available methods before you confirm. All amounts are in US dollars.
6.2 Card payments through ZorroCare. When you pay by card through ZorroCare, ZorroCare receives the payment on behalf of your Provider ("por cuenta de" the Provider), as the Provider's limited collection agent. Payments are processed on the secure payment page of our payment processor (currently Tilopay). ZorroCare never receives your full card number.
6.3 Paying ZorroCare is paying your Provider. A card payment you make through ZorroCare counts as payment to your Provider for that amount. Your Provider may not ask you to pay that amount again.
6.4 Receipts and facturas. ZorroCare sends you a payment confirmation for every card payment. That confirmation records the payment; it is not a fiscal invoice (factura). Your Provider is the seller of the professional services and issues the factura electrónica under its own RUC. Ask your Provider if you need one. Any ITBMS on the professional services is the Provider's responsibility.
6.5 Paying the Provider directly. If you choose to pay your Provider directly, the payment is between you and the Provider. ZorroCare does not receive, hold, or refund that money. Choosing a direct method in the booking flow only records your intention. The deposit or balance counts as paid in ZorroCare only after your Provider or its staff records proof of payment. Keep your own receipts.
6.6 Remaining balance. Any amount left after the deposit is due as your Provider indicates. Where card payment is available, you can pay it from the billing page of your account.
6.7 Discounts and free sessions. A Provider may offer a discount or a free session. It is recorded on your invoice with a reason.
6.8 Saved cards. If ZorroCare ever offers to save your card for future charges, we will ask for a separate authorization that explains exactly when and how it will be charged. We will not store your card without it.
7. Cancellations, no-shows, and refunds
7.1 Standard policy. ZorroCare applies the following policy to every appointment booked through the platform. Times are measured against the appointment start time in Panama time.
| What happens | Card payments made through ZorroCare |
|---|---|
| You cancel more than 24 hours before the start | Everything you paid is refunded in full |
| You cancel within 24 hours of the start, or do not attend | Your Provider keeps the deposit as a late-cancellation charge; anything you paid beyond the deposit is refunded |
| Your Provider cancels | Everything you paid is refunded in full |
| The deposit is not paid by its deadline (Section 5.3) | The appointment is cancelled automatically and nothing is charged |
7.2 How to cancel. Cancel from your account or from the link in your appointment email. Rescheduling under Section 5.6 is not a cancellation.
7.3 How refunds are paid. Refunds of card payments go back to the card you used, through our payment processor. Your bank or card issuer usually takes 5 to 10 business days to show them. Refunds do not include interest.
7.4 Direct payments. For money you paid directly to your Provider, any refund is between you and the Provider. ZorroCare cannot refund money it did not collect. Your Provider may have its own policy for direct payments; ask them.
7.5 Provider discretion. A Provider may choose to refund more than this policy requires, for example by waiving a late-cancellation charge. ZorroCare may process that refund at the Provider's instruction.
8. Client protection
8.1 When ZorroCare refunds on the Provider's behalf. Besides the refunds in Section 7, ZorroCare will refund, on your Provider's behalf, a card payment collected through ZorroCare when:
- you were charged twice, or charged an amount different from the price shown when you booked;
- a payment went through after the appointment had already been cancelled or the invoice had already been paid in full (this is refunded automatically);
- the Provider did not hold the session and did not reschedule it with your agreement, and you tell us within 30 days of the appointment date; or
- a refund is required by law or by card-network rules.
8.2 How to ask. Write to hola@zorrocare.com with your name, the Provider, and the appointment date. We will review your request with the Provider and tell you the outcome.
8.3 Card disputes. Please contact us before disputing a card payment with your bank; most problems are faster to solve directly. This does not limit any right you have with your bank or card issuer.
8.4 Concerns about care. Complaints about the professional services themselves belong with your Provider or the Provider's professional body. Where the law allows, ZorroCare may share booking and payment records with you and with your Provider to help resolve a disagreement.
9. Messages and notifications
9.1 Messaging your Provider. Once your booking is confirmed, you may be able to message your Provider through ZorroCare. Providers answer at their own discretion and not necessarily quickly. Messaging is not for emergencies (Section 3). Do not send card numbers, passwords, or access codes.
9.2 Notifications. We send confirmations, reminders, receipts, schedule changes, and sign-in links by email, in the language you choose in your account settings. If your Provider uses ZorroCare's WhatsApp assistant, you may also receive operational WhatsApp messages as described in the Privacy Notice, and you can reply SALIR or STOP to stop them.
9.3 Delivery. Email and messaging depend on third-party services, and we cannot guarantee every notification arrives. Check your account for the current status of your appointments.
10. Online sessions, recordings, and AI-assisted notes
10.1 Online sessions. Built-in video sessions run on Zoom, hosted through your Provider's Zoom account or ZorroCare's. Some Providers use their own meeting links instead. You are responsible for joining from a private place with a working device and connection. Zoom's own terms also apply to your use of Zoom.
10.2 Recording. Do not record a session without your Provider's consent.
10.3 AI-assisted notes. Some Providers use transcript-assisted note drafting. It is used only for built-in video sessions, and only if you give the separate consent requested at booking. When it is used, Zoom records the session in the cloud solely to create a transcript. ZorroCare keeps the transcript text but not the audio or video. The AI output is a draft for your Provider only, and your Provider reviews it. If you do not want this, you can choose another session format or Provider, or ask your Provider. The Privacy Notice explains how to withdraw consent for future sessions.
11. Your personal data
The Privacy Notice explains what data we process, why, with whom it is shared, how long it is kept, and how to exercise your rights. For clinical information, your Provider decides how it is used and ZorroCare processes it on the Provider's behalf.
12. Acceptable use
12.1 What you agree not to do. You will not:
- give false information or impersonate someone else;
- book times you do not intend to keep, or repeatedly hold times to block others;
- harass, threaten, or abuse Providers, their staff, or ZorroCare;
- copy, scrape, or disrupt the platform, or try to access data that is not yours; or
- use ZorroCare for anything unlawful.
12.2 Suspension. We may suspend or close an account that breaks these Terms. Where reasonable, we will tell you why first. If a suspension means a paid appointment will not take place, we will refund the card payments for it as if your Provider had cancelled.
13. Responsibility
13.1 Your Provider. Your Provider alone is responsible for the professional services it gives you.
13.2 ZorroCare. ZorroCare is responsible for operating the platform with reasonable care and skill, and for handling the card payments it collects under these Terms. We are not responsible for failures caused by events beyond our reasonable control, including outages of the third-party services the platform depends on, such as hosting, email, video, and payment processing.
13.3 Your rights as a consumer. Nothing in these Terms limits any right you have under Panama's consumer protection law (Law 45 of 2007), or any liability that cannot be limited by law, including liability for fraud, gross negligence, or death or personal injury. Any limitation in these Terms applies only as far as the law allows.
14. Changes
14.1 Updates to these Terms. We may update these Terms. Each version shows its version code and effective date. A new version applies to bookings made after it takes effect. Each existing booking stays governed by the version you accepted when you made it.
14.2 Changes to the platform. We may change or retire features. A change never reduces the refunds you are owed under Sections 7 and 8 for an appointment you already booked.
15. Law, complaints, and disputes
15.1 Governing law. These Terms are governed by the laws of the Republic of Panama.
15.2 Talk to us first. If you have a complaint about ZorroCare, write to hola@zorrocare.com. We will try to resolve it with you and, where relevant, with your Provider.
15.3 Your options. You may at any time file a complaint with the Autoridad de Protección al Consumidor y Defensa de la Competencia (ACODECO) or take a claim to the competent courts of Panama. These Terms do not require you to use arbitration.
15.4 Disputes about care. Disputes about the professional services are between you and your Provider (Section 8.4).
16. General
16.1 Language. These Terms are presented in Spanish and English. The Spanish text is the controlling version; if the two differ, the Spanish text prevails.
16.2 Electronic records. You agree that electronic acceptance and records are valid, to the extent Panamanian law permits (Law 51 of 2008).
16.3 Severability and waiver. If any part of these Terms is unenforceable, the rest still applies. Not enforcing a term is not a waiver of it.
16.4 Transfer. We may transfer these Terms to an affiliate or to a successor in a merger, acquisition, or sale of our business, and will tell you if we do.
16.5 Contact. Auralis, S.A. (ZorroCare), Panama City, Republic of Panama. hola@zorrocare.com.