General conditions

1. These general terms and conditions of Medipolis, with registered office at 2610 Antwerp and company number 0553.942.551 (hereinafter referred to as “the PRACTICE”), apply to all contracts entered into by the PRACTICE, unless expressly agreed otherwise and to the exclusion of any general terms and conditions of the other contracting party, hereinafter referred to as “the Patient”. These terms and conditions form an integral part of the agreement and can only be deviated from in writing.

2. These general terms and conditions do not affect the Patient’s legal (patient) rights or any specific agreements made with the Patient, which shall always prevail over conflicting provisions herein. The remaining clauses shall remain in effect. The Patient understands and agrees that in urgent cases or emergency interventions, the PRACTICE may not be able to provide these terms in advance, and in such cases, the Patient is deemed to have implicitly accepted them.

3. Commitments and appointments made by third parties are only valid after confirmation by the PRACTICE to the Patient. The PRACTICE reserves the right to refuse appointments.

By visiting or scheduling an appointment with the PRACTICE, the Patient acknowledges and agrees to:
(i) have read and accepted these general terms and conditions;
(ii) have been properly informed about their rights and the PRACTICE’s fees;
(iii) be of legal age, mentally competent, or authorized to act on behalf of the beneficiary/patient;
(iv) be liable for payment.

Failure by the PRACTICE to confirm an appointment in writing (e.g., due to an incorrect email address, ICT issues, emergency cases, etc.) does not entitle the Patient to free cancellation or compensation.

The PRACTICE may refuse services or appointments if:
(i) insufficient information or cooperation is provided to ensure proper, safe, and efficient care;
(ii) ethical and/or moral standards cannot be guaranteed;
(iii) disciplinary proceedings are pending;
(iv) the Patient’s legal rights or the PRACTICE’s contractual obligations cannot be ensured for any reason;
(v) force majeure applies;
(vi) the Patient is absent long-term, hospitalized, or deceased;
(vii) the Patient fails to meet payment obligations;
(viii) the Patient does not respect non-discrimination and welfare rules regarding the PRACTICE’s staff or other persons present.

In the event of early termination of the agreement:
(i) the PRACTICE may invoice for services or goods already delivered and associated indivisible costs;
(ii) both parties waive any right to compensation.

4. A separate appointment must be made per consultation/patient, unless the PRACTICE has expressly agreed otherwise. Appointments may be cancelled free of charge up to 48 hours in advance. After that (or in case of a no-show), a cancellation fee of at least €25 up to the full consultation cost may be charged. The PRACTICE may refuse further appointments in case of repeated cancellations or no-shows.

If the Patient is more than 15 minutes late, the consultation may be shortened proportionally without reduction in price or refund.

According to art. VI.83 WER. 17°, the Patient is entitled to an equivalent compensation if the PRACTICE cancels without valid reason or fails to propose a new appointment, as described above. The same cancellation fees apply to both parties.

The PRACTICE may accept or decline home visits at its discretion and may charge additional travel costs.

5. The PRACTICE may involve assistants, trainees, or healthcare providers in training, under the supervision and responsibility of a licensed physician. All medical procedures are carried out by qualified doctors.

Prescribed medication must only be used by the Patient according to the physician’s instructions and may not be sold, transferred, altered, or administered to anyone else.

6. Patients have the right to:
(i) quality care;
(ii) free choice of healthcare provider;
(iii) information;
(iv) privacy and confidentiality;
(v) access to and correction of their medical records.

Healthcare providers at the PRACTICE are obliged to:
(i) inform the Patient clearly about the nature of treatment, expected outcomes, and potential risks;
(ii) alert emergency services in case of acute or life-threatening situations, which may incur additional costs for the Patient;
(iii) notify authorities in the event of suspected criminal acts.

The Patient is obliged to:
(i) provide sufficient cooperation and all relevant information (e.g., medical history, pregnancy, allergies, etc.) that may influence treatment safety or outcomes;
(ii) follow medical instructions carefully;
(iii) respect the privacy and safety of PRACTICE staff and others present;
(iv) cooperate with external audits or inspections (e.g., by the NIHDI).

7. The PRACTICE is subject only to a best-efforts obligation. Its liability is limited to its insurance coverage. Under no circumstances shall the PRACTICE be liable for indirect damages, except in cases of fraud or willful misconduct. The Patient waives all non-contractual claims against the PRACTICE and its agents, unless:
– in the event of fraud;
– in case of harm to physical or mental integrity or intentional damage.

8. In addition to consultation fees, non-reimbursable costs may apply (e.g., disposable materials, medications, lab tests, admin fees, procedures not covered by NIHDI, etc.). Costs covered by public insurance are, where possible, billed via third-party payment. The Patient only pays the copayment and any supplements.

The PRACTICE is not responsible for whether reimbursement is granted, nor its amount, nor for delays or errors in submission or expired prescriptions or certificates. Postponed or denied reimbursement does not justify payment delay.

In case of work-related accidents, the Patient’s insurance company may cover the costs. The Patient pays the PRACTICE directly and seeks reimbursement independently.

In school-related accidents, the health insurer pays first; the Patient can then claim the remainder from the school’s insurance.

9. Payment is due immediately after the consultation, in cash or via Bancontact/Payconiq, unless otherwise agreed (e.g., invoicing).
For procedures or surgeries, payment must be made in advance via Bancontact/Payconiq or bank transfer, no later than 2 days prior. Cash payments over €3,000 are not accepted.

The PRACTICE may request payment guarantees or verify data with third parties (e.g., mutualities).

The person scheduling or attending the appointment is responsible for payment.

10. If a refund is due, it will be processed as soon as possible via the original payment method, unless impossible or the Patient requests an alternative. No interest, admin fees or transaction charges apply to refunds.

11. If payment is not received by the due date:
– a reminder will be sent (by post or email), with a 14-day payment period. The 14-day period begins 3 days after posting, or 1 day after electronic delivery. Reminder costs amount to €7.50 + postage.
– if unpaid after 14 days, the Patient owes late interest in accordance with Article 5, §2 of the Law of 2 August 2002 (on combating late payments in commercial transactions), starting the day after the reminder was sent.
Additionally, the Patient owes a flat-rate compensation of:
• €20 for debts up to €150;
• €30 + 10% of the amount between €150.01 and €500 for debts within that range;
• €65 + 5% of the amount exceeding €500 (max. €2,000) for larger debts.

Any clause conflicting with Book XIX of the Code of Economic Law (“Consumer Debts”) shall not render it void but shall be interpreted accordingly.

12. If personal data (e.g., name, contact info, role) of employees or representatives of the PRACTICE are shared with the Patient, the Patient undertakes to process these data in accordance with the Belgian Law of 30 July 2018 on the protection of natural persons and the European Regulation 2016/679 (GDPR). The PRACTICE processes personal data in accordance with its privacy policy, available on its website.

13. Information from third parties shared by the PRACTICE is for informational purposes only. The PRACTICE is not responsible for its content. All documents, texts and visuals created by the PRACTICE remain its intellectual property. Reproduction or distribution is prohibited without explicit permission.

14. Should any clause be found invalid, unlawful, or unenforceable, it shall be interpreted to reflect the intended purpose as closely as possible. All other clauses remain fully applicable.

15. Any complaint must be submitted in writing within 14 days. The PRACTICE will confirm receipt within 30 days and will strive to resolve the complaint promptly and appropriately.

While the PRACTICE prefers to handle complaints directly and amicably, the Patient may also contact the Federal Ombudsman for Patients’ Rights (FPS Public Health).

16. The PRACTICE reserves the right to amend its general terms, services or fees at any time. Minor or legally required changes take effect immediately. For significant changes, a 30-day objection period applies after notification.

17. In the event of a dispute, Belgian law shall apply. The matter may be brought, at the claimant’s choice, before the court:
(i) of the defendant’s place of residence;
(ii) where the obligation arose or was performed;
(iii) where the bailiff served the writ if the defendant resides abroad or has no known residence.

If the Patient is not a consumer as defined by Article I.1.2° of the Code of Economic Law or Article 1649bis §2, 1° of the Civil Code, disputes fall under the exclusive jurisdiction of the courts where the PRACTICE has its registered office.