Terms and conditions

1. Introduction

These general terms and conditions govern the relationship between G‑INNOVA s.r.o. as provider and the patient in the provision of services that are not covered by public health insurance. Care covered by public health insurance is governed by Act No. 48/1997 Coll. and by our contract with the health insurance company; these terms do not apply to it.

Provider

G-INNOVA s.r.o.

Registered office and clinic

Zenklova 340/22, 180 00 Prague 8 – Libeň, Czech Republic

Company ID

08332673

VAT ID

CZ08332673

Data box

jqu9asj

Bank account

123-1182970247/0100, Komerční banka

E-mail

info@ginnova.cz

Phone

+420 776 30 30 46

The company is registered in the Commercial Register kept by the Municipal Court in Prague and holds an authorisation to provide health services granted by the Prague City Hall.

2. Booking and formation of the contract

You book an appointment through the Medevio app or by phone. The reservation exists once we confirm it. The contract for the service is formed when the procedure begins; for the extended care card it is formed on payment of the price.

Before a procedure begins we will explain its nature, course, possible risks and alternatives, and its price, in terms you can understand. Where the law requires it, you will sign an informed consent. You may withdraw your consent to a procedure at any time.

For a minor patient, the legal guardian acts to the extent set out in the Health Services Act; we also take the patient’s own view into account in line with her maturity.

3. Prices and payment

Prices are set out in the price list on this website and in printed form at reception. Prices include value added tax — the reduced rate for health services, the standard rate for esthetic medicine procedures. What counts is the price list in force on the day the service is provided.

You can pay in cash, by card or by transfer to account 123-1182970247/0100. The price is due when the service is provided unless we agree otherwise. We issue a receipt for every payment. For esthetic gynecology procedures we may agree a deposit; we will tell you its amount and due date when you book.

4. Extended care card

The extended care card is an annual subscription to services and premium materials beyond public health insurance. It comes in urogynecology, gynecology and pregnancy variants; the items included and the prices are in the price list.

• The card is valid for 12 months from payment and is non-transferable — it is tied to a specific patient.
• Buying the card is not a condition of receiving care or of registering with our practice.
• The price of the card does not depend on how many items you actually use.
• If you end your registration before the card expires, we refund the proportionate part of the price for the unused period, less the price of items you have already drawn on the card.

5. Cancelling and changing an appointment

You can cancel or move an appointment free of charge up to 24 hours before it starts — most easily in the Medevio app, or by phone. For surgical procedures and longer physiotherapy and esthetic gynecology appointments we ask for 48 hours’ notice, so that we can offer the slot to another patient.

If you repeatedly fail to attend without notice, we may make further bookings conditional on a deposit towards the price. The deposit is set off against the price of the service provided.

If we have to cancel an appointment — because a doctor is ill or for operational reasons — we will let you know as soon as possible and offer an alternative date. Any deposit paid is refunded in full in that case.

6. Providing the service

We undertake to provide care to the proper professional standard, with the care of a competent professional and in line with recognised procedures. Under Section 2645 of the Civil Code a provider does not guarantee the result of health care — in health services, and particularly in esthetic medicine, no specific esthetic or functional outcome can be guaranteed.

So that we can provide care safely, please give us true and complete information about your health, the medication you take, your allergies and previous procedures, and follow the instructions given before and after a procedure. Withholding material information or not following instructions may be a reason for us not to carry out or to interrupt a procedure.

We may also decline a procedure where it is contraindicated for you, where it would conflict with professional rules, or where a statutory reason prevents us from performing it.

7. Withdrawal from a distance contract

If you conclude a contract with us as a consumer at a distance or away from our premises — typically by ordering and paying for an extended care card remotely — you have the right to withdraw from it within 14 days without giving a reason.

If you expressly ask us to start performance before that period ends, the right to withdraw lapses at the moment the service is fully performed. If the service was partly provided before withdrawal, you pay the proportionate part of the agreed price (Section 1837 of the Civil Code).

Notify us of withdrawal by e-mail to info@ginnova.cz, via our data box or by letter to the clinic; sending it within the period is enough. We refund any money received within 14 days of withdrawal, by the same means you paid, unless we agree otherwise.

8. Complaints

If you are unhappy with the care or the service, come to us first — by e-mail to info@ginnova.cz, by letter to the clinic or in person. We deal with a complaint about the provision of health services within 30 days of receipt; if we cannot, we may extend that by a further 30 days on justified grounds and will tell you so.

If you disagree with how a complaint was handled, you can turn to the Prague City Hall, Department of Health, which granted our authorisation to provide health services. You can also complain to the professional chamber of the healthcare professional concerned.

For services that constitute a consumer contract you have the right to out-of-court dispute resolution. The competent body is the Czech Trade Inspection Authority, Central Inspectorate — ADR Department, Gorazdova 1969/24, 120 00 Prague 2, adr.coi.cz. Out-of-court resolution is free of charge and is started by a proposal filed within one year of the day you first raised the complaint with us.

Consumer protection supervision

Czech Trade Inspection Authority

Health services authorisation

Prague City Hall

Personal data protection

Office for Personal Data Protection

9. Personal data

We process personal and health data to the extent and in the manner described in our privacy policy, which also sets out retention periods and your rights under the GDPR.

10. Final provisions

Matters not covered by these terms are governed by the law of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code, Act No. 372/2011 Coll., on health services, and Act No. 634/1992 Coll., on consumer protection. If any provision is invalid, the rest remain in force.

We may amend these terms. The new version will appear on this page with its effective date; services already booked are governed by the version in force on the day of booking. The current version is also available in printed form at the clinic’s reception.