1. Definitions
In the general terms and conditions, the following terms shall have the following meanings: Treatment agreement: all agreements concluded by Neusreconstructiekliniek with a client concerning a treatment. Client: the counterparty of Neusreconstructiekliniek when entering into the treatment agreement. Treatment: all medical and cosmetic treatments performed by Neusreconstructiekliniek. No show: failure to appear or failure to attend appointments.
2. Exceptions to the General Terms & Conditions
A deviation from these general terms and conditions is only valid if Neusreconstructiekliniek has expressly agreed to it in writing. The client waives the applicability of his or her General Terms and Conditions.
3. Results of Medical Treatments
All treatments performed by physicians fall under medical/health treatments. The physician has an obligation to make an effort and not an obligation to achieve results.
4. Cosmetic Treatment Results
The doctor has an obligation to perform the treatments to the best of his/her knowledge and ability and has no obligation to achieve a result. We can never guarantee the results or an undisturbed course: Complications can always occur, such as infection, bruising, tissue necrosis and numb skin. Absolute symmetry cannot be guaranteed with double-sided operations. Sometimes it is necessary to perform an additional operation to obtain a better end result. This additional operation may entail additional costs.
5. Execution of Treatment Agreement
Nose Reconstruction Clinic will execute the treatment agreement to the best of its knowledge and ability and in accordance with the requirements of good craftsmanship. Nose Reconstruction Clinic has the right to have certain activities performed by third parties, if this is required for the proper execution of the agreement. Nose Reconstruction Clinic does not need to obtain permission from the client for this.
6. Confidentiality
The Nose Reconstruction Clinic is obliged to maintain confidentiality towards third parties who are not involved in the execution of the assignment. This confidentiality obligation concerns all information of a confidential nature that has been made available to the Nose Reconstruction Clinic by the client. The obligation to maintain confidentiality does not apply if the law requires disclosure of certain data. The Nose Reconstruction Clinic is entitled to use the information that has been obtained for statistical purposes. The Nose Reconstruction Clinic will ensure that the information cannot be traced back to the individual client.
7. Liability of Personal Property
Nose reconstruction clinic is not liable for damage to or loss of the client’s property. The client must take the necessary care to prevent damage to or loss is not liable for damage to or loss of his property.
8. Cancellation of Appointment or No Show
It may happen that an appointment cannot go ahead. Nose reconstruction clinic offers the possibility to cancel an appointment free of charge, but under certain conditions: Consultation appointments (intakes, preparatory discussions and/or check-ups) must be cancelled at least 48 hours in advance, otherwise consultation costs of €75.00 will be charged. Cosmetic treatments (injectables & skin improvement & hair treatments) can be cancelled up to 2 working days in advance (without financial consequences). When cancelling cosmetic treatments within 2 working days (whereby the day of cancellation and the day of the procedure are not included), consultation costs of €75.00 will be charged.
All cancellations must be made at least eight weeks prior to your scheduled surgery. If you need to cancel or reschedule your surgery within eight weeks of your scheduled surgery date, you will be charged a cancellation fee of 50% of the surgery cost. If you need to cancel or reschedule your surgery within four weeks of your scheduled surgery date, you will be charged a cancellation fee of 80% of the surgery cost. Any deposit or prepayment to secure your appointment is non-refundable and may be forfeited in the event of cancellation.
If you do not show up for your scheduled surgery without prior notice, you will be charged a cancellation fee of 100% of the surgery cost. In the event that we need to cancel or reschedule your surgery for any reason, we will notify you as soon as possible and do our best to accommodate you with a new surgery date. If you need to cancel or reschedule repeatedly, we reserve the right to refuse future appointments and/or charge additional fees.
Appointments must be cancelled by telephone or email.
*Unless proven otherwise, the administration of the Nose Reconstruction Clinic will apply until full proof that such an appointment was made.
9. Identity and Provision of Information
The client provides the doctor/therapist, partly in response to his/her questions, with information and the cooperation that he/she reasonably requires for the execution of the treatment agreement, to the best of his/her knowledge. This also includes showing proof of identity. Every client must always be able to identify him/herself with a legally recognized proof of identity at the first request of Neusreconstructiekliniek. If a client cannot show such proof of identity when requested, Neusreconstructiekliniek is entitled to suspend the treatment agreement.
10. Termination or Suspension of Treatment Agreement
Termination or suspension of the treatment agreement is possible if the client behaves improperly or unfairly towards Neusreconstructiekliniek or its employees or towards fellow clients.
11. Payment Terms
Payments are made at least 8 weeks before the day of the procedure. The deposit serves as confirmation for the date of the procedure and must be paid within 1 week of receipt.
12. Price Changes
Neusreconstructiekliniek reserves the right to change the rates of the price list without further notice. The new rates apply from the moment of publication. Any deviating prices stated elsewhere are not taken into account. The same applies to quotes, but only as long as the quote is valid. If one responds after the quote date specified, the client automatically agrees to the new price.
13. Liability of Neusreconstructiekliniek
The liability of Neusreconstructiekliniek, both for direct and consequential damages, and insofar as it is covered by its liability insurance, is limited to the amount paid out by the insurer. If the insurer does not make a payment in any given case, or the damage is not covered by insurance, the liability of Neusreconstructiekliniek is limited to the amount of the invoice. Rights to compensation due to liability expire six months after the final check-up of the treatment by the doctor/therapist has taken place.
14. Liability in the context of business or professional practice
Neusreconstructiekliniek also accepts no liability for damage suffered by the client in the course of conducting a business or profession (including damages for missed working days and/or for not arriving at the place of work on time).
15. Complaint handling
For our complaints policy, we refer you to our website: https://www.faceinstitute.nl/complaint-process
16. Communicative expressions
It is prohibited to use expressions from Neusreconstructiekliniek—regardless of form and medium, such as website content, written and oral communication, Facebook posts, photos, and printed materials—for your own purposes without written permission from Neusreconstructiekliniek.
17. Accuracy of information
Neusreconstructiekliniek strives to provide accurate information on the website. Nevertheless, it is possible that the website contains inaccuracies. If you notice this, we ask you to inform Neusreconstructiekliniek at info@faceinstitute.nl. No rights can be derived from the accidental posting of incorrect information by Neusreconstructiekliniek.
Quality and Complaints Procedure
Complaints
We consider it important that our clients are satisfied, and we do our utmost to ensure this. Despite our care and efforts, it may happen that you are not satisfied. You can then submit a complaint. You can rest assured that we take your complaint seriously and will do everything we can to find a solution together. Your complaint also helps us improve our service.
What can you do?
You can send your complaint by email to our office: info@faceinstitute.nl. Please describe your complaint as precisely as possible, including which treatment(s), practitioner(s), location, and time(s) it concerns. We will contact you as soon as possible and do our utmost to resolve the complaint to your satisfaction.
Complaints Officer
If, for any reason, we are unable to resolve the issue together, you can contact our external complaints officer. This officer is independent and will handle your complaint with the utmost care. They can be reached at klachtenengeschillen@dokh.nl and by phone at 072-520 8325.