general terms and conditions

General Terms and Conditions - DokterEs B.V.

Version: 1.1 - Date: September 22, 2025

Company: DokterEs B.V. - Mauritsstraat 8, 5616AA Eindhoven - T: 040 237 7334 - E: [email protected] - KvK 84962127 - BTW NL863441452B01 - dokteres

1. Definitions

Clinic / DokterEs: DokterEs B.V. and its affiliated companies.
Client / Patient: the natural person undergoing treatment or purchasing products.
Treatment: any (para)medical or cosmetic service by or on behalf of DokterEs, including consultations, aftercare and (laser) treatments.
Intervention: treatments with increased planning/capacity (e.g. lipofilling, eyelid surgery, CO₂ laser) for which down payments and deviating cancellation conditions may apply.
Agreement: the treatment agreement and/or purchase agreement (products), including these General Terms and Conditions and applicable consent forms.
Written: by letter or e-mail.

2. Applicability and ranking

2.1. These terms and conditions (T&C) apply to all offers, appointments, treatments, procedures, product sales and other services provided by DokterEs.

2.2. The treatment agreement is a contract of assignment. Art. 7:404 BW and Art. 7:407 paragraph 2 BW are expressly excluded (no right to a specific practitioner; no joint and several liability of natural persons within the team).

2.3. In case of conflict, the informed consent (per specific treatment) takes precedence over these T&C as far as the medically related risk and aftercare information is concerned. For all other topics (such as payment, cancellation, privacy core, complaint route), these T&C apply.

3. Intake, eligibility and minors

3.1. Treatments take place after intake and assessment of (medical) suitability. DokterEs can refuse or reschedule a treatment if it is not medically justified or if information turns out to be incomplete/incorrect.

3.2. Client provides complete and accurate medical information (including medications, allergies, pregnancy, history, smoking/sun, skin type).

3.3. Minors: DokterEs basically treats 18+. Treatment of 16- and 17-year-olds can only be done according to the WGBO rules for consent and information; for 12-16 year olds, double consent is required (patient and parent(s) with custody). DokterEs may require additional evidence and refuse treatment.

3.4. Injectables (such as fillers and botulinum toxin) are performed only on people 18 and older.

4. Performance of care - obligation of effort, no guarantee of results

4.1. Treatments are performed by licensed healthcare professionals according to professional standards.

4.2. DokterEs uses a best-efforts commitment: no guarantee of a specific result is given; outcomes vary from person to person.

4.3. For record keeping/quality control purposes, medical photographs may be taken. For external use (website/social media), DokterEs always requests separate, revocable consent.

5. Appointments, cancellation and no-show

5.1. Regular appointments (consultation, injectables, beauty treatments and standard laser): cancel/move free of charge up to 48 hours prior to appointment. Within 48 hours or in case of no-show a fee of € 75 per appointment applies.

5.2. Interventions with down payment (including lipofilling, eyelid surgery, CO₂ laser): different conditions. In case of cancellation/replacement within 2 weeks before the scheduled date, 25% of the treatment costs can be charged; within 1 week: 50%. A deposit will be deducted from this. Always contact us in time in case of relocation/cancellation.

5.3. Medical force majeure: in case of demonstrable, acute medical reasons, DokterEs may be lenient with the above rules (proof may be requested). Application of this is always at the discretion of DokterEs.

5.4. Late arrival: if >10 minutes late, the appointment may be shortened or rescheduled; fees from 5.1/5.2 may apply.

6. Prices, VAT, deposit and payment

6.1. Rates are in Euros and include VAT, where VAT is applicable. VAT exemption may apply for care with a health purpose; purely cosmetic care is subject to VAT.

6.2. A deposit may be required for certain procedures; amount/moment will be in the confirmation.

6.3. Payment is made immediately after treatment, unless otherwise agreed in writing.

6.4. In case of non-timely payment, legal interest and extrajudicial collection costs according to the legally standardized graduated scale may be charged after correct 14-day reminder.

7. Products (web shop) and right of withdrawal

7.1. For products purchased at a distance (webshop), the right of withdrawal of 14 days applies, with legal exceptions (including broken seals for reasons of hygiene/health protection). Return conditions can be found in the order confirmation and on the website.

7.2. The right of withdrawal does not apply to healthcare services that fall under "healthcare" within the meaning of Art. 6:230h of the Civil Code. Appointments/interventions themselves are therefore not "webshop services with a cooling-off period".

8. Gift certificates and credit

8.1. DokterEs gift certificates are valid for a minimum of 2 years from issue date and are not redeemable for cash (unless required by law). Any additional terms and conditions are listed on the voucher/confirmation.

9. Liability and Insurance.

9.1. DokterEs is insured for professional liability.

9.2. Any liability is limited to the amount paid out by DokterEs ' liability insurer in the case in question, plus the excess.

9.3. Indirect damages (such as consequential damages, lost profits, missed savings) are excluded.

10. File and privacy (summary).

10.1. DokterEs is a data controller for medical records. The retention period of medical records is at least 20 years (from the last change), in accordance with the WGBO. Invoice data are kept for 7 years (tax obligation).

10.2. Data subjects' rights and details are in the privacy statement. For external use of photos, DokterEs always requests separate, revocable permission.

11. Complaints and disputes (Wkkgz)

11.1. Not satisfied? Send an email to [email protected] with date, treatment, and a clear description of your complaint. We will contact you as soon as possible to find a solution together.

11.2. If we cannot come to an agreement, you may contact our independent complaint officer and recognized dispute resolution body through the DOKh Foundation. See the DOKh website for procedure and contact information.

12. Intellectual property and (online) communication

12.1. All texts, images and trademarks of DokterEs are protected; reuse is not permitted without written permission.

12.2. For (online) expressions that may be unlawful, DokterEs uses a notice-and-takedown approach(report, review, removal or legal action if necessary), rather than penalty clauses. Rights remain reserved.

13. Force majeure, scheduling and continuity

13.1. In cases of force majeure (including practitioner illness, disruptions, government actions), DokterEs may reschedule or cancel appointments; amounts paid will be deducted or refunded to the extent applicable.

13.2. DokterEs may modify treatment/intervention content if medically necessary.

14. Modification of terms and conditions.

14.1. DokterEs may modify these T&C. The version that applies is the one included or referenced in the appointment confirmation, unless legal changes are effective immediately. The current version is posted on the website.

15. Applicable law and competent court

15.1. The agreement is governed by Dutch law. Disputes shall, to the extent not resolved through the Wkkgz route, be submitted to the competent court in accordance with the legal rules for consumers.