Question 1

Article 1 – When do these terms and conditions apply?

Accepted Answer

These terms and conditions apply to paramedical care, appointments and products or services directly related to that care. They also apply if you book an appointment online. The healthcare organisation named on your appointment confirmation, quotation or invoice is your contracting party. Other organisations within Rondom are not automatically parties to your appointment or treatment. The law always takes precedence. Have we made a different agreement with you in writing regarding a treatment, programme, product, price or cancellation? If so, that specific agreement takes precedence over these general terms and conditions. Separate terms and conditions may apply, for example, to a standalone online shop, app, training course or business service.

Question 2

Article 2 – Your appointment and the information we require

Accepted Answer

An appointment is confirmed as soon as we have confirmed it, for example by email, text message, telephone or via a client portal.
Sometimes we first need to assess whether your request for help is suitable for the care we provide. If we cannot provide the care in a responsible or safe manner, or if it falls outside our area of expertise, we may decide not to start treatment or to give you different advice.
- To enable us to provide good care, it is essential that you provide us with accurate and up-to-date details. This includes, for example, your name, contact details, insurance details, referral and payment details. Please also provide your healthcare provider with the information needed to treat you safely and appropriately.
- If any necessary information, a referral, authorisation or payment is missing, we may postpone an appointment until this has been sorted out.
Due to illness, the closure of a venue or system failure, safety concerns or any other important reason, we may need to reschedule or amend an appointment, or have it carried out by another suitable healthcare provider. We will let you know as soon as possible and will endeavour to offer a suitable alternative.
A reminder by email or text message is an additional service. Even if you do not receive a reminder, a confirmed appointment remains valid.

Question 3

Article 3 – Cancellation, late arrival and failure to attend

Accepted Answer

In principle, you can cancel or reschedule an appointment free of charge provided we receive your cancellation at least 24 hours before the agreed start time. Does a different timeframe apply to your appointment? If so, we will make this clear to you in advance. Please cancel your appointment using the method we specify, for example by telephone, by email or via the client portal. You are responsible for cancelling your appointment in good time. Are you running late? If so, the appointment may be cut short. If there is not enough time left to provide the care properly, a new appointment may be necessary. If you do not attend, or if you cancel too late, we may charge a fixed no-show fee, provided we have clearly informed you of this fee and the rules in advance. This fee does not constitute a healthcare service and cannot be claimed from your health insurer, local authority or any other payer. In exceptional circumstances, we may decide not to charge the no-show fee, or not to charge it in full. This is a discretionary decision. You cannot derive any (automatic) right from this for future occasions. For example, different cancellation rules may apply to group programmes, home visits or examinations for which we set aside specific time, space, materials or other professionals. We will inform you of these rules in advance.

Question 4

Article 4 – Rates and reimbursement

Accepted Answer

Prices for our products and services can be viewed on our website at any time. Whether your healthcare is reimbursed depends, amongst other things, on your insurance, policy, referral, authorisation, decision, contractual arrangements and personal circumstances. We provide you with the information we have and are required to provide, but we cannot guarantee reimbursement by another party. You should therefore check your insurance or other reimbursement arrangements yourself if there is any doubt about this. Has payment been refused due to incorrect or missing information on your part, a missing required referral or insufficient cover? In that case, you may be liable for the costs, provided this was made clear in advance and the law permits it. If a payment is declined or a chargeback is issued due to an error on our part, we will not automatically charge you for those costs. Rates may change for future care. A new rate does not apply retrospectively to care that has already been provided.

Question 5

Article 5 – Invoices and payments

Accepted Answer

You are responsible for paying the costs that, according to the law, your insurance or our agreements, are for your account. We may pass on your invoice to another party in order to ensure it is paid. Do we invoice you directly from Rondom? In that case, the standard payment term is 14 days from the invoice date, unless a different term is stated in advance or on the invoice. If we work with a billing partner such as Infomedics, the payment terms and instructions will be stated on the billing partner’s invoice. Do you think an invoice is incorrect? Please let us know as soon as possible. A complaint about the care provided does not automatically mean that you do not have to pay the invoice. In principle, the part of the invoice that is not in dispute remains payable. If you do not pay on time, we will first follow the legal procedures for a free reminder. After that, statutory interest and collection charges may be applied. If you have payment difficulties, we can agree on a payment plan in consultation with you. We are not obliged to agree on a payment plan with you in every situation. For non-insured care, bespoke products or other orders for which we incur costs in advance, we may ask for a deposit or advance payment. We will inform you of this in advance. Have previous bills remained unpaid despite reminders? In that case, we may request advance payment or alternative payment arrangements for new, non-urgent appointments. Stopping or postponing ongoing treatment is only possible if permitted by law and in accordance with the duty of care.

Question 6

Article 6 – Medical aids and bespoke products

Accepted Answer

In the case of an aid or bespoke product, such as an insole, orthosis or other personalised device, we will inform you in advance as clearly as possible about the product and the costs. The invoice for a medical aid or bespoke product can be sent as soon as you have given your approval and we start the order or production. The medical aid does not need to be ready or delivered at that point. The payment terms on the invoice will then remain valid, unless we have agreed otherwise with you. Have you agreed to a production run or order and subsequently cancelled it? If we have already incurred costs that cannot be avoided, we may charge you for those reasonable costs, provided this has been clearly stated in advance. Any delivery time quoted is the best possible estimate. A delay does not automatically entitle you to compensation. If the product ultimately cannot be delivered, we will refund the amount you have already paid for the undelivered part. Use and maintain the aid in accordance with the instructions. Please report any issues with fit, use or quality in good time, so that we can assess what is required. We will announce any additional warranty or adjustment arrangements separately. Your statutory rights remain unaffected.

Question 7

Article 7 – Healthcare and your cooperation

Accepted Answer

Our healthcare providers work in accordance with the applicable legislation, professional codes of conduct and professional standards. We do our best to provide good care. We cannot guarantee treatment outcomes, freedom from symptoms, the exact duration of treatment or full reimbursement. The healthcare provider decides, based on their professional responsibility, which care is appropriate and safe. You cannot expect us to carry out an examination, treatment or provide a product if the healthcare provider does not consider this to be appropriate or safe. Provide any information that is important for your treatment and follow reasonable instructions for use and safety. Report any significant changes or problems in good time. If damage occurs partly because important information was not provided, reasonable instructions from us were not followed, or a medical device was used in a manner other than agreed, this may be taken into account when determining who is liable, to the extent permitted by law. In the event of aggression, threats, intimidation or any other unsafe situation, a healthcare provider may immediately terminate an appointment and take appropriate safety measures. We will only terminate an ongoing course of treatment in accordance with the applicable rules. Are we referring you to an independent healthcare provider who does not work on our behalf? In that case, you will, in principle, have a separate treatment relationship with that healthcare provider. That healthcare provider is responsible for your treatment.

Question 8

Article 8 – Liability and unforeseen circumstances

Accepted Answer

We are liable for damage if the law stipulates that such damage can be attributed to us. The mere fact that a treatment does not produce the desired result does not mean that we have made a mistake. If we have to reschedule or cancel an appointment due to illness, force majeure or any other situation that could not reasonably have been prevented, we will not, in principle, reimburse any indirect costs, such as travel, parking or leave costs, unless we are required to do so by law. In the event of, for example, a technical fault, closure of a site, illness, emergency or unsafe situation, we may adjust, relocate or temporarily suspend care. We will endeavour to offer a suitable alternative wherever possible. Have you paid in advance for care that was ultimately not provided and will not be made up for? If so, we will refund the amount for that part of the care that was not provided. We accept no liability for damage, theft or loss of your belongings in the waiting room or treatment room. These terms and conditions do not exclude any liability or patient rights that we are not permitted by law to exclude.

Question 9

Article 9 – Privacy and complaints

Accepted Answer

We handle your personal data and health information with care. Our privacy statement explains how we do this. You can find this statement on our website. Agreeing to these terms and conditions is not the same as giving consent to the use of data where separate consent is required by law. Are you dissatisfied with the care you have received? If so, you can make use of the complaints procedure of the healthcare organisation treating you. The website explains how to lodge a complaint and where to contact a complaints officer or dispute resolution body. These terms and conditions do not replace your statutory patient rights.

Question 10

Article 10 – Amendments, enquiries and governing law

Accepted Answer

We may amend these terms and conditions for future appointments or care. The new version will be made available before it comes into effect. We will not retrospectively alter existing rights or obligations to your detriment. If any part of these terms and conditions is invalid or unenforceable, the remaining parts shall remain in force to the extent possible. Our agreement is governed by Dutch law. Any dispute shall be dealt with by the court or dispute resolution body with jurisdiction under the law. Do you have any questions about these terms and conditions? If so, please contact the healthcare organisation using the details on your appointment confirmation, invoice or website.

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