Provider Code of Conduct

JetWell exists to make high-quality medical care easier to find, trust, and coordinate–globally.

This Provider Code of Conduct ("Code") sets forth the baseline expectations for all clinics, hospitals, and healthcare providers ("Providers") participating on the JetWell platform. It applies in addition to the Provider Participation Agreement, Commercial Terms, and all incorporated policies.

JetWell believes that trust, transparency, and reliability are not optional in medical travel–they are the foundation.

1. Patient-First Conduct

Providers must treat JetWell-referred patients with the same care, professionalism, and respect afforded to all patients, recognizing that many are traveling far from home and relying on JetWell to navigate unfamiliar systems. Providers must:

• Communicate clearly, honestly, and respectfully
• Respond in a timely and professional manner
• Avoid coercive, misleading, or high-pressure tactics
• Support informed patient decision-making

Response Standards

Providers are expected to meet the following baseline response standards for JetWell-referred patient communications:

a) Initial response to a new patient inquiry: within forty-eight (48) hours of receipt through the Platform, excluding weekends and recognized local holidays;

b) Acknowledgment of a booking confirmation or treatment-related inquiry from a confirmed patient: within twenty-four (24) hours during normal business days;

c) Response to urgent clinical questions from patients pre- or post-procedure: as soon as reasonably practicable and in accordance with Provider’s clinical standards.

Persistent failure to meet these response standards may result in corrective action as set forth in Section 8.

2. Transparency and Disclosure

Providers must be clear and accurate about:

• Scope of services
• Pricing and what is included
• Risks, recovery expectations, and limitations
• Covered vs. Non-Covered Services

Covered vs. Non-Covered Services

Covered Services are only those booked and paid through JetWell.

Non-Covered Services (add-ons, upgrades, upsells) must be:

• Disclosed clearly and in advance
• Separately priced and documented
• Presented without pressure or misrepresentation

Failure to clearly disclose Non-Covered Services undermines patient trust and constitutes a material violation of this Code.

AI-Powered Matching

JetWell uses AI-powered systems to match patients with Providers based on patient-stated preferences. Providers must not misrepresent the nature of JetWell's matching process to patients, including by implying that referrals are based on clinical assessment, medical endorsement, or exclusive recommendation by JetWell. Providers should be transparent with patients that JetWell's matching is preference-based, not clinically directed.

Provider Affirmative Disclosure Obligations

Providers shall, upon patient request, confirm that the patient was matched with Provider through JetWell’s preference-based AI matching system. Providers shall not represent to patients that Provider was selected, endorsed, or clinically recommended by JetWell based on medical assessment. Where a patient asks a Provider how the matching was performed, Provider shall respond truthfully and consistently with JetWell’s public disclosures regarding Doc AI and the matching process.

Providers are encouraged to direct patients with specific questions about the matching process to JetWell’s patient-facing disclosures and support channels.

7A. Mutual Non-Disparagement

During the term of the Participation Agreement and for twelve (12) months following termination or expiration, neither JetWell nor Provider shall make public statements that disparage the other party’s business, personnel, services, or reputation. This Section does not prevent either party from:

a) making truthful statements required by law, regulation, or legal or regulatory process;

b) providing honest, good-faith reviews, ratings, or feedback through established review or feedback channels, including JetWell’s patient review system and industry reporting;

c) responding truthfully to inquiries from regulators, auditors, or other parties with a legitimate need to know;

d) raising concerns through the dispute resolution procedures set forth in the Participation Agreement; or

e) making factual statements about the terms or termination of the business relationship, provided such statements are accurate and not misleading.

3. Platform Integrity

Providers must not:

• Circumvent JetWell booking, payment, or communication flows
• Solicit JetWell-referred patients to transact off-platform for Covered Services
• Misrepresent JetWell coverage, pricing, or insurance inclusion
• Attempt to obscure or reclassify Non-Covered Services as Covered
• Reveal the clinic's name, staff names, address, website or contact details to a package patient before the booking is confirmed, or ask the patient for theirs; the Platform names each side to the other when the deposit is captured, and messages before then are screened for such details
• Ask a package patient for any amount beyond the quoted package other than through a proposed amendment the patient has approved, or quote a case at rates other than the Rate Card it was priced from
• Keep or reuse a patient's intake photos or case brief after passing on or declining the case

Package case requests carry a response period and offered dates carry a hold period; both are shown on the case. Responding within them, and keeping offered dates free while they are held, is part of the response standard in Section 1.

JetWell relies on platform integrity to protect patients, providers, and partners.

4. JetCover and Insurance Boundaries

Where a JetWell booking includes access to complication or travel insurance ("JetCover by GPS℠"):

• JetCover by GPS℠ applies only to Covered Services
• Providers must not imply that JetCover by GPS℠ applies to Non-Covered Services

Misrepresenting insurance coverage is considered a serious breach of trust.

5. Professional Standards

Providers are expected to:

• Maintain all required licenses and approvals
• Comply with applicable laws and regulations
• Uphold ethical standards customary in their jurisdiction
• Escalate concerns that could affect patient safety or trust

JetWell does not practice medicine and does not direct clinical decisions, but it expects Providers to act responsibly within their professional scope.

5A. Quality-Over-Volume Representation

JetWell represents participating Providers in a manner consistent with individualized, quality-driven care. JetWell:

a) shall not market Provider as a high-volume, production-based, throughput-oriented, or discount-driven facility without Provider’s express consent;

b) shall present Provider’s clinical approach, credentials, and practice philosophy in a manner consistent with information provided by Provider during onboarding and updated by Provider through the Platform from time to time; and

c) shall promptly correct, upon Provider’s reasonable request submitted through the Platform, any JetWell-published representation of Provider’s practice that Provider believes is inaccurate or inconsistent with Provider’s positioning.

Provider, in turn, shall provide JetWell with accurate, current, and complete information about its practice, credentials, and services during onboarding and shall update such information through the Platform as it changes.

5B. Authorized Representative Conduct

Where a Provider's account is managed by an Authorized Representative (as defined in the Participation Agreement):

(a) The Authorized Representative shall accurately identify their role to patients as a patient coordinator for Provider. The Authorized Representative shall not represent themselves as clinical staff, physicians, nurses, or licensed practitioners unless they hold such credentials.

(b) The Authorized Representative shall not provide medical advice, clinical opinions, treatment recommendations, or candidacy assessments. Clinical questions must be routed to Provider's clinical staff.

(c) The Authorized Representative shall not disclose the identity of any third-party management organization to patients unless expressly authorized by JetWell in writing.

(d) The Authorized Representative shall handle patient information in accordance with the data protection obligations set forth in the Participation Agreement and applicable law, and shall not use patient data for any purpose outside the scope of the Platform.

(e) Violations of these standards by an Authorized Representative are treated as violations by Provider for purposes of enforcement under Section 8.

6. JetWell Recognition and JetStars

JetWell Recognition and JetStars are signals of platform-level trust and performance. Providers must:

• Use JetWell branding and recognition accurately
• Refrain from implying certification, endorsement, or guaranteed outcomes
• Remove or update Recognition materials promptly if modified or revoked

Misuse of JetWell Recognition or JetStars may result in immediate suspension.

7. Cooperation and Responsiveness

Providers are expected to cooperate reasonably with JetWell in connection with:

• Scheduling and coordination
• Patient inquiries and support
• Dispute resolution
• Insurance-related reviews
• Trust, safety, or compliance inquiries

Unresponsiveness or obstruction may be treated as a violation of this Code.

7A. Mutual Non-Disparagement

During the term of the Participation Agreement and for twelve (12) months following termination or expiration, neither JetWell nor Provider shall make public statements that disparage the other party’s business, personnel, services, or reputation. This Section does not prevent either party from:

a) making truthful statements required by law, regulation, or legal or regulatory process;

b) providing honest, good-faith reviews, ratings, or feedback through established review or feedback channels, including JetWell’s patient review system and industry reporting;

c) responding truthfully to inquiries from regulators, auditors, or other parties with a legitimate need to know;

d) raising concerns through the dispute resolution procedures set forth in the Participation Agreement; or

e) making factual statements about the terms or termination of the business relationship, provided such statements are accurate and not misleading.

f) making truthful disclosures required by this Code, including disclosures regarding JetWell's AI matching process as set forth in Section 2.

8. Enforcement

JetWell may take any action it deems appropriate to protect the integrity, safety, and trustworthiness of the platform, including:

• Warnings or corrective action requests
• Suspension of bookings or payouts
• Removal of Recognition or JetStars
• Temporary or permanent removal from the platform

Enforcement decisions are made at JetWell's discretion and may be taken with or without prior notice, depending on severity.

9. Reporting Concerns

Providers are encouraged to raise concerns relating to:

• Patient safety
• Misunderstandings about coverage
• Platform integrity issues

Early communication helps prevent larger problems.

10. Amendments

JetWell may update this Code from time to time. Continued participation on the platform constitutes acceptance of the updated Code.

11. Relationship to Other Agreements

This Code supplements, but does not replace, the Provider Participation Agreement and Commercial Terms. In the event of a conflict, those agreements control.