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Terms & Conditions

1. Introduction

Welcome to the HOYA Feedback Network ("Portal"). This Portal is operated by the Hoya Surgical Optics group of companies ("HOYA") and is designed for use by HOYA customers and HOYA employees for the submission of feedback and product quality complaints related to:

  • HOYA intraocular lens ("IOL") products, whether manufactured or distributed by HOYA or its distribution partners, and
  • Third-party ophthalmic products distributed by HOYA.

You accept that any feedback and complaints related to other products will not be processed and You should reach out to the responsible manufacturer or distributor.

By accessing or using this Portal, you ("User" or "You") acknowledge and agree to be bound by these Terms and Conditions ("Terms"). If You do not agree to these Terms, You must not use the Portal.

2. Intended Users

This Portal is strictly intended for HOYA customers (e.g. distributors, clinics) and HOYA employees.

HOYA may verify your professional credentials and may suspend or terminate access if You do not meet the eligibility requirements.

3. Purpose of the Portal

The Portal supports the submission of:

  • Product quality complaints
  • Safety or usability concerns
  • Durability or performance issues
  • Identity, reliability, or effectiveness concerns
  • Feedback related to HOYA IOL products
  • Feedback related to third-party products distributed by HOYA.

Information submitted through the Portal may be used by HOYA for:

  • Complaint investigation and quality assurance
  • Post-market surveillance
  • Regulatory reporting obligations
  • Product safety and performance monitoring

This Portal is not for emergency medical reporting. If You become aware of an urgent or life-threatening situation, please follow local protocols and notify the appropriate medical or regulatory authorities immediately.

4. User Responsibilities

You agree to submit information that is accurate, complete, and truthful; relevant to products manufactured or distributed by HOYA; based on your professional assessment; and in compliance with applicable laws and professional standards.

Requirement for Non-Identifiable Complaint Descriptions:

When logging a complaint, You must describe the event, patient impact, or prognosis in general terms only. DO NOT include any personal data or personal-identifiable information (PII), including but not limited to names, contact details, medical record numbers, date of birth, or any data that could directly or indirectly identify a patient. Submissions containing PII may be deleted, anonymized, or returned to you for correction.

Prohibited Content and Monitoring:

Feedback submissions will be monitored. Hate speech, vulgar, abusive, harassing, discriminatory, defamatory, or inappropriate content is strictly prohibited. Such content may be removed by the system administrator, and repeated violations may result in account suspension.

You agree not to misuse the Portal, introduce viruses, misrepresent your identity, or share login credentials.

5. Data Privacy and Confidentiality

HOYA may collect, process, store, and use the information you provide in accordance with applicable privacy laws, HOYA's global privacy and compliance obligations, and regulatory requirements.

For more information on data handling, please refer to the Privacy Notice.

6. Intellectual Property Rights

All content, design, software, and documentation related to the Portal are the property of HOYA or its licensors. You are granted a limited, non-transferable license to use the Portal for legitimate professional purposes only.

7. Regulatory and Compliance Obligations

HOYA may be legally required to report certain submissions to health authorities. You agree that HOYA may contact You for additional information needed to comply with regulatory obligations.

If required to HSO to comply with applicable regulatory requirements, You agree that HSO has the right to continue the complaint investigation even if You decide to cancel a complaint.

8. Disclaimer of Warranties

The Portal is provided "as is" and "as available." HOYA does not guarantee uninterrupted access or error-free operation.

9. Limitation of Liability

To the maximum extent permitted by law, HOYA is not liable for losses arising from misuse of the Portal, inaccurate submissions, system interruptions, or unauthorized access caused by failure to safeguard credentials.

10. Termination of Access

HOYA may suspend or terminate access for breach of Terms, misuse, submission of prohibited content, or legal/regulatory reasons.

11. Changes to the Terms

HOYA may update these Terms. Continued use constitutes acceptance of updated Terms.

12. Governing Law

These Terms are governed by the laws of Germany.

13. Contact Information

For questions or assistance, contact:

HOYA - Quality & Compliance Department

(!!!EMAIL ADDRESS TO BE CONFIRMED!!!)