The rules of the service: what Medline does and what each provider does, how charges work, what can be bought and who is responsible for what.
Document version: 2026-01-v1
These terms govern the use of the Medline platform — the medlinecare.co website and the mobile apps — operated by Thinking AI S.A.S., tax ID (NIT) 901.302.982, Medellín, Colombia. By creating an account or placing an order you accept them. If you disagree with any of them, do not use the platform.
Medline is an intermediation platform. It is not a healthcare institution, it is not a health insurer and it does not deliver medical care: the consultation is given by the doctor, the test is taken by the laboratory, the medicine is dispensed by the pharmacy and the delivery is made by the courier. Each is responsible for their own professional act, their own licences and the clinical record they produce.
Medline is not an emergency service. In a medical emergency call 123 (in Colombia) or go to the nearest emergency department.
Soul is a conversational assistant that guides you, summarizes your health information and helps you book. It does not diagnose, does not prescribe and does not interpret results, and those barriers are enforced on the server. What Soul tells you does not replace a consultation with a professional, and no clinical decision should be made on its basis alone.
Every medicine has a sale condition defined by Colombian Decree 677 of 1995: over the counter, prescription-only, special control, or hospital use. The platform shows it on the product page.
All prices are in Colombian pesos and include any applicable taxes. The amount charged is always calculated by the server from the published price, not by the app or the browser.
The recipient of the money is not always the same, and it is worth knowing: medicines and supplies are charged by each pharmacy through its own payment method, whereas laboratory tests, diagnostic imaging, health packages and plans are charged by Medline.
A price published in manifest error is not binding: if that happens, you are notified and whatever was charged is refunded.
Delivery is made by a courier in the network to the address you provide. The times shown are estimates and depend on traffic, availability and which pharmacy accepts the order.
Medicines are a product with their own return rules for health and safety reasons, and a teleconsultation is a service that is consumed once delivered. What can be cancelled, until when, how much is refunded in each case and how long the money takes to come back is set out in the Cancellation, Return and Refund Policy, published at medlinecare.co/legal/devoluciones. It also covers the right of withdrawal under article 47 of Law 1480 of 2011 and the payment reversal under its article 51, which are rights the law gives you and that these terms cannot cut down.
The price and preparation instructions of each test are copied into your appointment when you book it: if the catalogue changes afterwards, your appointment still says what you were told. The sample is taken by a laboratory in the network, which is responsible for the result and its interpretation.
Colombian Law 1799 of 2016 forbids cosmetic medical and surgical procedures on people under 18, and parental authorization is not a valid exception. The platform checks age before selling one of those products and admits no exceptions.
What you contract is the assessment and the procedure with a partner doctor; the clinical outcome depends on that assessment and is not guaranteed by the platform.
Plans are charged for the period you choose, and their price and contents are those shown on the plans screen at the time of purchase. Where a plan offers a trial period, at its end the cycle you selected is charged, and this is stated before you confirm. It can be cancelled and stops renewing.
What is sold in a health package or program is the medical program — its consultations, tests and follow-up — not a standalone medicine.
Medline is responsible for the operation of the platform and for the processing of your data. It is not responsible for the doctor’s professional act, for the result of a test, for a pharmacy’s dispensing or for a courier’s conduct, without prejudice to the rights the law grants you against each of them and to the platform’s duty to give you the information and channels to claim them.
The platform may be interrupted for maintenance or because of third-party failures. Notice is given whenever it can be foreseen.
The design, texts, software and trademarks of the platform belong to Thinking AI S.A.S. or to whoever licensed them to it. Medicine brand names and provider trademarks belong to their owners and appear in order to identify them.
These terms may change; substantial changes are notified before they take effect. They are governed by Colombian law. Consumer claims are handled first through the support channel published in the Personal Data Processing Policy, without prejudice to going to the Colombian Superintendence of Industry and Commerce or to the competent courts.