Effective 17 October 2026. These terms cover My Medical's native app. My Medical is publicly available on the App Store and Google Play in supported countries. Features and plans depend on your platform and installed app version.
The service and its limits
My Medical is provided by TRUSTWELL SAFETY LIMITED, New Zealand company 9347523, trading as Trustwell Safety. Contact: support@trustwellsafety.co.nz. Postal contact: 8 Winton Street, St Albans, Christchurch 8014, New Zealand.
You must be at least 16 to use My Medical, and meet any higher local age requirement. My Medical is available in New Zealand, Australia, Canada and the United States, subject to supported access and applicable local requirements. Features, languages, subscription prices and availability may vary by country. Do not use the service to bypass an unsupported-country restriction.
Users aged 16 or 17 may use eligible written-question, written-report and mental-wellbeing features where supported. Body-photo features, including intimate-health photographs, remain restricted to adults aged 18 or older. Do not submit body photos of a person under 18. Any parental or guardian permission required by local law must be supported and obtained before access or purchase; this app does not currently provide a verified parental-consent service. Do not proceed where a required permission process is unavailable. Never share another person's login or payment credentials to bypass age or purchase controls.
My Medical offers AI-generated health information, discussion of possible causes from written symptoms, plain-language explanations of written reports and test results, descriptive adult skin-photo notes, mental-wellbeing conversation and appointment preparation. It does not provide a doctor's consultation, confirmed diagnosis, prescription, therapy or emergency monitoring. AI can be wrong or miss important information. Check medical decisions with a qualified professional and do not delay care because of a reassuring answer. For immediate danger, contact local emergency services.
Mental-wellbeing support can help you reflect and consider coping ideas or human support. It does not establish a therapist-patient relationship and should not be your only support. X-rays and other diagnostic images cannot be reviewed. The AI Health Coach and encrypted report library are available in the current Android app. The public iPhone app offers health conversations, written-report explanations and the text journal; features depend on your installed version. The coach uses the Light or Plus request allowance; it is educational support, not diagnosis, treatment management or health monitoring. There is no separate Premium subscription on sale.
Using your account and content
Keep control of your sign-in email and never share login codes. Only submit information you are entitled to share. Your own intimate medical photos of external skin are permitted only through Adult intimate health after confirming you are 18 or older and consenting to processing. Do not upload intimate photos of anyone else, children's images, sexual activity, internal images or diagnostic scans. Do not misuse the service, bypass limits or try to access another person's information. We may restrict access when reasonably necessary for security, misuse, legal obligations or service maintenance; contact support if you believe this was a mistake.
You retain your rights in your content. You permit us and the disclosed providers to process it as needed to supply the requested feature and handle a report or support request you choose to send. Read the privacy notice and consent information before sending content. From Android test build 6, the app automatically saves text history in an encrypted journal on the same phone; uploaded photos and files are excluded. Earlier builds and the browser review keep session-only notes. The journal is not a medical record or backup. In versions with the separate medical library, you can choose to save supported written report files, dates, checked notes and health history on the phone. The library supports up to 10 reports, 4 MB each and 12 MB in total. Keep your originals; there is no app cloud sync or recovery service. Saving and organising reports uses no AI requests. Each Coach answer uses one request and includes only the selected report notes and optional saved history after consent. Check notes against the original before using them; the Coach does not assess the original scan or establish a complete medical history.
Subscriptions when available
Google Play offers Light at $4.99 per month, Plus at $9.99 per month and Plus Annual at $79.00 per year. The current public iPhone app offers Plus at $9.99 per month. These amounts are in NZD for New Zealand, AUD for Australia, CAD for Canada and USD for the United States. Light, Plus Annual and the free first explanation are currently available on Android. App Store plan choices depend on the released iPhone version. A plan is available only when offered by your supported app version and store. The store purchase sheet shows the actual price, currency, billing period, taxes and renewal terms before confirmation.
Light includes up to 20 eligible AI requests per calendar month. Plus monthly and Plus Annual each include up to 100 per calendar month. Annual Plus is billed yearly, but its allowance resets monthly and is not pooled across the year. Allowances reset at 00:00 UTC on the first day of the month, independently of the store renewal date. A supported photo or report request, or each follow-up question, counts as one request. Paid requests count once accepted for AI processing, including an attempt where the provider subsequently fails. Unused requests do not carry over. New AI requests pause when the allowance is used until the next reset. Contact support if a failed request or interruption prevents you receiving the service paid for; applicable consumer rights are not excluded.
App versions that support the introductory allowance offer eligible accounts one free first AI explanation before requiring a subscription for further requests. This introductory allowance is currently available on Android; check the access offered in your installed app. This is one explanation per account, not a timed subscription trial or a recurring monthly allowance. A failed free explanation can be retried; only a successful one consumes the free allowance. Eligibility, age, country, consent and service-capacity checks still apply. Separate invited-test access does not establish an ongoing free entitlement.
The service also has capacity and anti-abuse limits. If temporarily unavailable, follow the retry message or contact support. No promise of continuous availability is made. Material changes to price or inclusions will be disclosed through the required store and in-app processes before they take effect.
Light and monthly Plus renew monthly; Plus Annual renews yearly. Subscriptions renew unless cancelled through the store used to purchase. Manage renewal through Apple subscriptions or Google Play subscriptions. Cancellation generally stops future renewal; access follows the verified paid period and applicable store rules. Refund requests follow the store process and your statutory rights. Nothing here limits consumer rights or remedies that cannot lawfully be excluded.
Use Restore purchases with the relevant store account to check an existing purchase. If payment is pending or access has not appeared, contact support before buying again. Account transfers, cross-platform restoration and Family Sharing are not advertised as included benefits and must not be assumed before they are supported and verified.
Deletion, support and complaints
You may request deletion in the account controls or without reinstalling via the deletion page. Deleting the account or uninstalling does not cancel store renewal. We remove data as described in the privacy notice, subject to explained provider retention and applicable obligations.
Email support@trustwellsafety.co.nz for account, access, payment, privacy or technical issues. Include the app version, device type and a short description without sensitive health content. Support is not medical care or a crisis service. We investigate complaints and explain the outcome or next steps. Mandatory response periods and consumer remedies under applicable law continue to apply.
My Medical depends on internet access and third-party services. We take reasonable care, but cannot guarantee that every response is correct or every connection will work. We do not exclude liability or rights where doing so would be unlawful. These terms do not require you to waive mandatory consumer protections or use a foreign court to exercise rights that your law preserves.
We may update these terms when the service changes. The published version will show an effective date, and material changes requiring notice or consent will be presented before they apply.
My Medical privacy notice · My Medical terms of use · My Medical support · Delete your My Medical account