Provider of health services, adicare s.r.o., with its registered office at Varšavská 738/37, Vinohrady, 120 00 Prague 2, identification number 63668548, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert No. 37618, issues the following General Terms and Conditions for the provision of psychological services for adults, psychological services for children and young people from 8 years of age (or in Prague from 6 years of age), psychiatric services for adults and psychiatric consultations for young people from 15 years of age, therapeutic services within the framework of a day care centre.

When processing our clients' personal data, we are guided by these data protection rules (GDPR). All information to which we gain access by personal, written or telephone contact is strictly confidential. We are only obliged to break confidentiality on the basis of a court order, not at the request of the police or various authorities and institutions. Apart from a court order, we will only disclose information to third parties on the basis of the client's written consent. Every Adicare employee is bound by a civil reporting obligation if he or she witnesses criminal activity.

1. These General Terms and Conditions of Business (hereinafter referred to as "GTC") issued by Adicare s.r.o., a registered provider of psychiatric and psychological services, with registered office at Varšavská 738/37, Vinohrady, 120 00 Prague 2, identification number 63668548, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert No. 37618 (hereinafter referred to as "Adicare" or "Provider") apply to:
   1. Booking the above types of health services and related additional services of the consultation provider and related services of Adicare
   2. Use of the online booking system operated by Adicare
   3. It also regulates the cancellation terms and conditions as well as all other rights and obligations arising from the legal relationship between the provider and the customer on the basis of the reservation of services.
2. The Customer has the possibility to book the services of the Provider mentioned in these GTC only through the online booking system available on the website: https://adicare.cz/rezervacni-formular/. The services provided (hereinafter referred to as "services") are: initial diagnostic consultation for adults, respectively follow-up psychotherapeutic services for adults, initial diagnostic consultation for children and adolescents aged 8 years and older and follow-up psychotherapeutic services. The legal guardian of a minor client is responsible for ensuring that only a child or adolescent who meets this age limit attends the initial consultation and acknowledges that if the minor child is under 8 or 6 years of age in Prague, he/she cannot be admitted to care and in case of late cancellation, the fees paid cannot be refunded. Psychotherapeutic care for minor clients is further governed by Rules for the provision of psychotherapeutic care to children and adolescents. Furthermore, the services provided include initial psychiatric examinations, respectively follow-up psychiatric examinations for adults, initial psychiatric examinations for adolescents from 15 years of age including mandatory consultation with parents, respectively follow-up psychiatric examinations for adolescents from 15 years of age. The legal guardian of a minor client is responsible for ensuring that only a minor who meets the age limit of 15 years attends the initial psychiatric examination for minors and acknowledges that if the minor child is under 15 years of age, he/she cannot be admitted to care and cannot be reimbursed in the event of late cancellation. Psychiatric services are governed by Rules for the provision of psychiatric care to adolescents and adults. In order to maintain the quality of the health care provided, prescriptions cannot be prescribed as a standard without a proper follow-up examination, e.g. only on the basis of an e-mail or telephone call from the client. The intervals between follow-up examinations are a maximum of 3 months, with exceptions determined by the doctor.
3. By booking the services, the client declares that he/she has read and understood these GTC.
4. The Provider is entitled to unilaterally change these GTC, such change is effective for the customers from the date of publication of the changed version of the GTC, while the version of the GTC valid and effective on the date of booking by the customer is decisive for the customer's reservation. Before making any individual reservation, the Customer is advised to familiarize himself with the current valid and effective version of the GTC, which is available on the website www.adicare.cz. At the Customer's request, the current valid and effective version of the GTC may be sent by the Provider to the Customer by means of an e-mail message containing a link to the current valid and effective version of the GTC to the Customer's e-mail address provided by the Customer when first contacting the Provider to make a booking under these GTC.

1. When making an online reservation, the customer has the possibility to search for the provider's current available capacities in the online reservation system located on the provider's website referred to in point 1.2 of these GTC at the prices indicated directly when making an online reservation on the relevant website.
2. When booking online, after selecting a consultation date, the customer fills in all the information required on the form.
3. When booking a service online, the customer pays the price of the services booked online using a credit card. The payment will then be administered by the payment gateway provider - Stripe. In exceptional cases, Adicare Clinic also allows payment by bank transfer, but this procedure must be arranged by calling AdiCare Clinic and waiting for the invoice to be sent. No money can be sent to the clinic's account without an invoice. The provider reserves the right to extend or restrict individual online payment methods for online booking in relation to individual appointments. The customer is informed about the online payment options directly on the website through which he/she makes the online booking, after filling in all the required data and before paying for the services booked by him/her and confirming the order with the payment obligation.
4. After filling in all the required data in the form and after making the online payment, the customer will be sent a "Booking Confirmation" without delay to the email address he/she provided when making the booking. The "Booking Confirmation" document contains basic information about the services booked and paid for, information about the GTC and, the possibility of changing the booked date and other additional information.

1. By making a reservation, the customer declares and is responsible for the fact that he/she is an adult (18 years of age or older) and is legally capable of legal acts, i.e. capable of acquiring rights and assuming obligations on his/her own behalf.
2. The contractual relationship between the provider and the customer is established at the moment when the customer receives a booking confirmation from the provider.
3. The reservation becomes binding only when the funds are credited to the Provider's bank account according to point 1.3. of these GTC and the reservation is confirmed by the Provider to the Customer.
4. The provider does not allow the use of therapeutic services in the form of individual therapeutic hours, except for the services of a psychiatrist, comprehensive diagnostic examinations, crisis drills and one-off consultations for relatives and loved ones. The Adicare Clinic offers its services in the form of treatment programs, subject to appropriate contracts. The client pays for the services through a so-called season ticket, and can choose between a program that includes 4 therapeutic hours, programs that include 15+2 therapeutic hours or group programs that include 58 therapeutic hours. Therapeutic contracts have a limited validity, which is always stated in the text of the respective contract. In case of serious reasons (illness, going abroad, etc.), the client can ask the provider to extend the validity of the season ticket. Unused credits from season tickets for medical and therapeutic services are forfeited.
5. The customer is entitled to change the date or time of the booked appointment, up to two working days before the appointment. The customer can make a request to change the booked appointment either by using his/her therapist's online calendar or by email at ambulance@adicare.cz. Rescheduling requests cannot be made on the personal emails of individual therapists, as it is not possible to ensure that the staff member in question reads the request in time. When changing the date or time of an appointment, the customer is required to respect the provider's availability.
6. The date of payment of the booked services is the date of crediting the correct (invoiced) amount to the bank account of Adicare, s.r.o.

1. The customer is not entitled to withdraw from the contract for the provision of services within the meaning of Section 1837 (j) of Act No. 89/2012 Coll., the Civil Code.
2. When cancelling a reservation for one-off services, specifically:
   • initial and diagnostic consultations
   • psychiatric examination
   • psychiatric consultation
   • one-off counselling for loved ones and family members
   • one-off crisis drills
   • comprehensive psychodiagnostic examination
3. Proper cancellation policy must be followed. One-off services can be cancelled up to two working days before the booked date, in the booking calendar. If it is an initial consultation, written notice of cancellation must be submitted to ambulance@adicare.cz. The system does not generate automatic refunds and stores unused funds in a so-called credit. In the event of a proper cancellation of one-off services, the provider is obliged to refund the customer the full price paid for the booked services to the bank account from which payment for the appointment booking was received. If the account from which the funds were transferred is cancelled in the meantime, the account holder is obliged to notify the provider of this fact, provide evidence of the cancellation and provide an alternative bank account. The maximum refund period is 14 days from the day following the date of cancellation.
4. The dates of bookings under the respective contracts paid in the form of season tickets can be changed subject to the conditions set out in point 3.5. In justified cases, an extension of the validity of the season ticket may be requested. After the expiry of the contract (season ticket), unused credits for the provision of therapeutic and therapeutic services are forfeited.

1. For any change of reservation, the customer is obliged to comply with the conditions specified in point 3.5.
2. Any changes to the reservation (change of date) are only possible after confirmation of the reservation if the provider's operational capacity allows it. The customer has no legal right to make changes to the booking after the booking has been confirmed. The customer can request a change to the booked services by telephone.
3. If the Customer requests a change to a confirmed booking that cannot be accommodated for capacity or other operational reasons on the Provider's side, the Provider shall not be obliged to accommodate the Customer's request to change the confirmed booking and the Provider shall have the right to refuse the Customer's request, without the Customer being entitled to compensation or any other financial or non-financial consideration from the Provider.
4. If the provider is not able to provide the customer with the service on the given reservation date for reasons demonstrably attributable to the provider, the provider shall inform the customer of this fact immediately by telephone, e-mail or SMS and offer alternative dates depending on the operational possibilities. If the information about the cancellation of the appointment by the provider is received in less than 48 hours, the customer has the right to refuse the provider's offer, in which case the reservation is cancelled and the provider will refund the customer the price paid for the reserved services to the bank account from which payment for the reservation was received, within 14 days from the day following the date of cancellation.
5. If the provider is unable to provide the customer with the booked services due to force majeure, the provider is obliged to inform the customer of this fact immediately by phone, e-mail or SMS, and at the same time, depending on the operational possibilities, to submit suggestions for other available dates. In the event that the provider is unable to provide the services to the customer at all due to force majeure, the provider is obliged to reimburse the customer for the price of the booked services to the bank account from which payment was received within 14 days of the day following the date of cancellation of the booking by the provider.

1. The customer is obliged to pay the price for the booked services in full (100%) at the time of booking.
2. The form of payment depends on the chosen method of booking customer services (online or offline booking). The Provider reserves the right to extend or restrict individual payment methods for booking in relation to individual methods of booking services (online or offline booking), individual dates. The customer is informed about the payment options on the website through which he/she makes the online booking after filling in all the required data before paying for the services booked and confirming the order with the payment obligation or is informed directly by the provider's employee by e-mail or by phone during the offline booking. Online payments are handled by the Comgate payment gateway. The service provider, Comgate a.s., is a licensed Payment Institution operating under the supervision of the Czech National Bank. Payments made through the payment gateway are fully secured and all information is encrypted. For more information and contacts, please visit www.comgate.cz. For offline bookings, payment can be made by wire transfer or payment through the payment gateway, unless otherwise specified by the provider. The customer is obliged to comply with the payment method specified by the provider.
3. The bank charges associated with the payment of the price for the services booked by the customer shall be borne in full by the customer.
4. The Provider accepts and processes payments exclusively in Czech crowns (CZK).

1. All complaints regarding the quality of health services provided by the clinic should be submitted electronically to the clinic management, by e-mail funke@adicare.cz.
2. When complaining about the services provided, the customer must immediately and credibly prove that the subject of the complaint is related to a specific fault of the provider. The complaint shall be submitted electronically directly to the following e-mail address: info@adicare.cz. In the event of an unmeritorious complaint, the costs of the complaint will be recovered from the customer.

1. Processes the personal data of the client, including special categories of personal data of the client in accordance with the provisions of Article 6(1)(b) GDPR for the purpose of fulfilling the contract for the provision of psychotherapeutic services and consultations concluded between the client and the controller, in accordance with the provisions of Article 6(1)(b) GDPR. 1 (a) GDPR for the purpose of providing psychotherapeutic services and consultations and in accordance with the provision of Article 6 (1) (f) GDPR for the purpose of protecting the legitimate interests of the controller in the event of a contractual dispute, unless the interests of the client outweigh the interests of the controller in a particular case.
2. The recipient of personal data is the data controller and, based on the client's consent, also persons cooperating with the controller, exclusively in the interest of the client and for the purpose of fulfilling the contract concluded between the controller and the client.

1. The provider's telephone line is open on weekdays, between 9:00 and 18:00. +420 739 375 763
2. E-mail address ambulance@adicare.cz