Terms and conditions
General Terms and Conditions of Cleo Clinics BV, Schiedamsedijk 81A in Rotterdam hereinafter referred to as Cleo Clinics, and its associated medical practitioners and consultants, whether or not independently established. Cleo Clinics is located at Schiedamsedijk 81A in Rotterdam. Cleo Clinics is registered in the trade register of the Chamber of Commerce under number 89896319.
These terms and conditions apply to all treatment agreements concluded by Cleo Clinics. At the client’s request, the General Terms and Conditions are available at any time and, if requested, will be sent to the client free of charge.
1. Definitions
In these general terms and conditions, treatment is understood to mean: all treatments carried out by Cleo Clinics.
Treatment agreement: the agreements concluded by Cleo Clinics with a client regarding treatment.
Client: the person to whom the treatment agreement relates (the Client) Cleo Clinics (the Contractor): Cleo Clinics B.V., located at Schiedamsedijk 81A in Rotterdam and registered in the trade register of the Chamber of Commerce under number 89896319; and its employees.
2.Applicability of general terms and conditions
These terms and conditions apply to every offer, quotation and treatment agreement by Cleo Clinics, even if a third party is called in by Cleo Clinics for their implementation. If any provision in these General Terms and Conditions is null and void or annulled, this will not affect the other provisions.
Cleo Clinics has the right to amend these general terms and conditions.
Deviations from these general terms and conditions may only be made if Cleo Clinics has expressly agreed to them in writing. General terms and conditions of the client will not be accepted.
3. Treatment Results
All medical treatments are an obligation of effort and not an obligation of result. There can therefore be no guarantee of a result. Complications can always occur. Absolute symmetry in double-sided treatments can never be guaranteed.
Sometimes it is necessary to perform an additional treatment to obtain a good final result. This additional treatment involves additional costs when fillers are involved, with Botox the client can have a touch-up between 2 and 4 weeks after the treatment, outside of this time it is not possible.
4. Execution of treatment agreement
A client enters into a treatment agreement with Cleo Clinics. Employees of Cleo Clinics never become the client’s contracting party.
Cleo Clinics has the right to have work performed by a third party, a so-called assistant person.
5. Duty to cooperate
To the best of Cleo Clinics’ knowledge, the client provides Cleo Clinics with the information and cooperation it reasonably requires for the execution of the treatment agreement and must follow Cleo Clinics’ advice.
The client must always be able to identify themselves at the first request of Cleo Clinics with a legally recognized proof of identity provided with a BSN. If a client is unable to produce such proof of identity, Cleo Clinics is entitled to suspend the treatment agreement. The costs of this will be charged to the client.
6. No show
If a client fails to show up to the scheduled appointment three times without cancellation, we reserve the right to refuse the client in the future.
Appointments can only be cancelled through Clinicminds or by email, info@cleoclinics.nl.
7. Confidentiality
Cleo Clinics will comply with its professional confidentiality, unless the law obliges the clinic to break its confidentiality obligation and except for a case of force majeure. Cleo Clinics has the right to use information for statistical purposes.
In doing so, Cleo Clinics will ensure that the information cannot be traced back to the individual client.
8. Force majeure
The clinic is not obliged to fulfill any obligation to the client if the clinic is prevented from doing so as a result of a circumstance that is neither due to its fault nor otherwise for its account. Such a circumstance exists, inter alia, in the event of a strike, an unforeseeable shortage of staff, illness of a practitioner, departure of a practitioner, a general lack of the necessary (raw) materials and/or other necessary items or services required to perform the order.
During a period of force majeure, Cleo Clinics’ obligations will be suspended. If this period lasts longer than six months, both parties have the right to dissolve the agreement, without any obligation for compensation in that case.
If Cleo Clinics has already partially fulfilled its obligations at the time of the occurrence of force majeure and the treatment agreement is dissolved on the basis of paragraph 2, the clinic is entitled to invoice the part already performed.
If at the time of the occurrence of force majeure the client has already paid for a treatment in whole or in part and the treatment agreement is dissolved under paragraph 2, she is entitled to a refund if and insofar as the treatment has not taken place.
Both Cleo Clinics and the client reserve the right at any time, due to demonstrable special circumstances (force majeure), to postpone the date and/or time for treatment.
9. Payment of treatment
Cleo Clinics has the right to change rates. For each treatment, the rate that appears on the Cleo Clinics site at the time the treatment takes place shall apply. In case Cleo Clinics has issued an offer, then that offer remains valid for the period indicated on the offer. Payments must be made immediately after the treatment. If payment is not made on time, then the client is immediately in default and owes legal interest to Cleo Clinics, without notice.
Cleo Clinics is also entitled to recover all judicial and extrajudicial costs from the client. Payments will first be deducted from the oldest outstanding invoices.
Cleo Clinics has no agreements with health insurance companies, you must therefore pay for your treatment yourself. Mentioned prices (for example on the website or in the offer/treatment agreement) are always subject to typing errors.
10. Modification, termination, suspension or dissolution of the treatment agreement
If during the execution of the treatment agreement it appears that for proper execution thereof it is necessary to modify or supplement it, the parties will consult about this. The client agrees to a change or supplement if this can reasonably be required of the client. Cleo Clinics has the right to dissolve, terminate or suspend the treatment agreement:
- If the client behaves improperly or dishonestly toward Cleo Clinics
- if the client has previously failed to meet the payment requirements;
- if circumstances arise which are of such a nature that fulfillment of the obligations resulting from the agreement cannot reasonably be demanded of Cleo Clinics.
If the cancellation, suspension or dissolution can be attributed to the client or is for his/her account, Cleo Clinics has the right to recover the resulting damage from the client.
Cleo Clinics has the right to suspend the execution of the treatment, both before the treatment and in the interim, until the moment that client has paid the amount due to Cleo Clinics. The client retains the possibility of treatment.
Cleo Clinics is forced to cancel the treatment if the client does not submit his/her AMO (current medication overview) before or on the day of treatment, which must be present at the time of treatment according to legal obligation.
11. Default of payment
By the fact that Cleo Clinics has not received the full amount of these payment terms by the due date, the client has defaulted on payment without any notice.
12. Information for presentation purposes
Only when written permission has been obtained from the client will Cleo Clinics make (public) use of the information, obtained before, during and/or after treatment.
13. Liability
Cleo Clinics’ liability is limited to the amount for which it is insured, unless there is a medical treatment agreement in the sense of the Medical Treatment Agreement Act.
Cleo Clinics is not liable for damage to or loss of a client’s property. It is the client’s responsibility to exercise due care to prevent damage to or loss of their property.
Cleo Clinics is not liable for damage that has occurred due to a cause attributable to the client, such as incorrect or incomplete information provided by the client. The statute of limitations and expiration period for a client’s claim is, in deviation from the statutory period, one year.
14. Disputes
Dutch law applies to treatment agreements with Cleo Clinics. All disputes related to these treatment agreements will be settled by the competent court. Parties will only appeal to the court and/or complaints or disputes body after they have made efforts to settle the dispute by mutual agreement.
15. Handling of complaints
At Cleo Clinics we strive for complete satisfaction and perform all treatments with the utmost care. Nevertheless, it can happen that a treatment does not entirely meet your wishes. We take your complaints or comments very seriously and we appreciate it when you inform us of them.
Where can you go with your complaint or comment?
When you are not completely satisfied with a treatment, it is advisable not to keep walking around with it. Most complaints can be resolved by looking at the complaint with the attending physician and finding an appropriate solution.
Still not satisfied?
If you are unable to resolve your complaint with the attending physician, you may email your complaint to info@cleoclinics.nl We will then review your complaint and hope to resolve it together.
Contacting the complaints officer
If as a result of the conversation with the treating physician you are still not satisfied or not satisfied with the handling of the complaint, there is the possibility of submitting the complaint to an independent complaints officer. As a clinic, we are affiliated with DOKH.
After submitting the complaint to DOKH, efforts are made to reach a resolution within 6 weeks. You can contact the complaints officer via dokh.nl.
16. Collection of payments
Furthermore, all costs to be incurred by Cleo Clinics in connection with collection, both judicial and extrajudicial, will be charged to the customer. As long as Cleo Clinics itself is involved in collection, the extrajudicial costs, with a minimum of 30 Euros, amount to 15% of the claim. If no payment is received within 7 days after the last (2nd) reminder, Cleo Clinics will automatically offer the claim for this invoice to the collection agency. If Cleo Clinics engages third parties for collection, the customer will owe the total extrajudicial costs actually incurred by Cleo Clinics, with a minimum of 15% of the claim and with a minimum of € 175. In case of judicial intervention, in addition to the extrajudicial costs, the liquidated process costs will also be charged to the customer. Insofar as Cleo Clinics is obliged to pay turnover tax on the collection costs, the aforementioned collection costs will be increased by this.
17. Price Changes
Cleo Clinics reserves the right to change the rates on the price list without further notice. The new rates apply from the moment of announcement. Should legal price regulations apply to a treatment, pricing will take place in accordance with the applicable price regulations of the Nederlandse Zorgautoriteit or any other legally designated body. However, prices of current treatments remain valid. The same applies to quotes, but only for as long as the quote is valid. If one reacts after the indicated quotation date, the client automatically agrees to the new price.
18. Settlement
A client’s appeal to settlement is not possible when the client’s counterclaim is properly contested by Cleo Clinics.
19. Treatment agreement
When the client verbally or in writing commits to a treatment, this communication counts as a binding agreement to undergo the treatment and the cancellation conditions come into effect (paragraph 6). When the paper treatment agreement is signed and returned, it is binding for both parties. The client enters into a treatment agreement with Cleo Clinics. Cleo Clinics reserves the right to have the planned treatment performed by another authorized specialist.
20. Animals
Animals are not allowed in the clinic for hygiene reasons.
