Terms & Conditions

These general terms and conditions apply to all services and products we provide. By using our website and services, you agree to these terms. We recommend that you read these terms carefully before using our services. If you do not agree to these terms, we ask you not to use our services.

Part A: General terms and conditions SurgeryBooking
Part B: Users SurgeryBooking
Part C: Clinics SurgeryBooking
Part D: Consultation requests – Users
Part E: Consultation requests – Clinics
Part F: Bookings Aesthetic treatments – Users
Part G: Bookings Aesthetic treatments – Clinics
Part H: Additional services SurgeryBooking

The Dutch version of these terms is the original. In the event of any dispute regarding the terms, or in case of a conflict between the Dutch version and a translation, the Dutch version shall prevail, unless local legislation dictates otherwise.

In these general terms and conditions, the following definitions apply:

1. SurgeryBooking: The online platform where users can find, compare, and easily book consultations or aesthetic treatments with clinics.
2. User: Any natural or legal person using the services offered by SurgeryBooking, whether through the website, mobile application, or other available channels.
3. Clinic: A medical institution or facility that offers its treatments and services to users via SurgeryBooking.
4. Additional services: Extra features or products provided by SurgeryBooking, such as visibility, content, or promotion.
5. Subscription: A monthly package for clinics (Start, Plus, Pro) with additional features or benefits.

A. General terms and conditions SurgeryBooking

A1. Applicability

1. These General Terms and Conditions ("Terms") apply to the use of the SurgeryBooking platform, both by users and clinics, regardless of whether this use occurs via the website, mobile application, or other available channels.
2. SurgeryBooking reserves the right to amend these terms at any time. Revised terms shall take effect from the moment they are published on the SurgeryBooking website.
3. By using the platform and services of SurgeryBooking, both the user and the clinic agree to these terms.
4. These terms apply to all legal relationships and agreements between:
   

• SurgeryBooking and the user
  
• SurgeryBooking and the clinic
  
• The user and the clinic, insofar as these are established via the platform
  

A2. Use of SurgeryBooking

1. By using SurgeryBooking, you agree to and are bound by these terms, our Privacy Policy, and all other policies and guidelines published on SurgeryBooking.
2. You must use SurgeryBooking responsibly and carefully and may not use the service for illegal, inappropriate, or fraudulent activities.

A3. Our platform

1. Clinics are required to exercise the utmost care when providing information on the platform. All data regarding treatments, prices, staff qualifications, and other relevant matters must be complete, up-to-date, and factually accurate. Incomplete or misleading information may result in removal of the profile and/or other measures.
2. SurgeryBooking continuously strives to improve the user experience. In this context, different versions of the platform may be tested, showing users variations in design, content, or offered services. These A/B tests are solely for evaluating user behavior and satisfaction, and may temporarily result in different content or terms for different users. This does not constitute unjustified discrimination or alteration of core functionalities.
3. Use of the platform in no way implies a recommendation, certification, or approval of a clinic, its staff, or its offered treatments by SurgeryBooking. SurgeryBooking’s role is limited to facilitating contact and communication between users and clinics, without any substantive assessment or guarantee of quality, safety, or results.
4. SurgeryBooking is not a party to any agreement established between a user and a clinic. Responsibility for performing the treatment, providing medical care, and the overall experience lies entirely with the respective clinic. Any complaints, damages, or disputes must be resolved directly between the user and the clinic.

A4. Our values

1. All platform users, both users and clinics, must adhere to SurgeryBooking’s core values. This includes, among other things, that you:
   

• Respect our values and guidelines, including honesty, integrity, and respect for others.
  
• Always act in accordance with applicable laws and regulations.
  
• Do not use the platform to disrupt the service, cause nuisance, or submit false, misleading, or fraudulent consultation requests or aesthetic treatment bookings.
  
• Do not cause harm or inconvenience to clinics, their staff, other users, or third parties, whether through the platform or during physical appointments.
  
• Refrain from inappropriate, threatening, or discriminatory behavior towards clinic staff, other users, or other involved parties.
  

2. Violation of these behavioral rules may result in temporary or permanent exclusion from the platform and, where applicable, legal action.

A5. Intellectual property rights

1. SurgeryBooking and all associated content, including but not limited to text, images, logos, videos, and software, are protected by intellectual property rights and remain the exclusive property of SurgeryBooking. Users receive a limited, non-exclusive license to use the platform as described in these general terms.
2. Users and clinics retain intellectual property rights to the content they place on the platform themselves. By placing content on their clinic profile, the clinic grants SurgeryBooking a worldwide, non-exclusive, royalty-free license to use this content for promotional purposes, such as advertising, marketing, and other expressions, both online and offline.
3. SurgeryBooking respects the intellectual property rights of third parties and requests users to report any suspected infringement. If SurgeryBooking suspects an infringement of intellectual property rights, it reserves the right to take appropriate measures, including removing or blocking the relevant content.
4. The use of brand names, logos, or other trademarks of SurgeryBooking without prior written permission is prohibited.

A6. Interaction between user and clinic

1. The dedicated team at SurgeryBooking is ready to provide support in the communication between users and clinics. We strive for smooth interaction and the resolution of any questions or concerns.
2. Despite these efforts, we cannot guarantee that messages to clinics will always be read or that requests will be immediately granted. Factors such as availability and operational circumstances may affect response times.
3. Initiating contact by users or clinics does not in itself create a legal obligation or guarantee acceptance of a request. Further steps and agreements are subject to the terms and procedures of the respective clinic.
4. The privacy and confidentiality of communication between users and clinics are safeguarded to the greatest extent possible.
5. Courteous and respectful communication with clinics is encouraged. Inappropriate behavior may result in termination of communication and, where applicable, cancellation of the consultation request according to the policies of SurgeryBooking.
6. In case of communication issues, the support team at SurgeryBooking is available to assist with any uncertainties or disputes.

A7. Liability

1. SurgeryBooking acts as an intermediary and facilitates the booking of consultations and aesthetic treatments between users and clinics. SurgeryBooking is not responsible for the quality, content, or outcome of these consultations or treatments.
2. In accordance with applicable consumer laws, SurgeryBooking is only liable for direct damage that is demonstrably and solely the result of an attributable failure on the part of SurgeryBooking.
3. To the extent permitted by law, SurgeryBooking is not liable for:
   • Indirect or consequential damages
   • Incorrect, outdated, or incomplete information regarding clinics, practitioners, or treatments
   • Products, services, or actions of clinics or other third parties
   • Errors in contact information, unless demonstrably caused by SurgeryBooking
   • Force majeure or circumstances beyond the reasonable control of SurgeryBooking, such as power outages, internet failure, cyberattacks, or government measures
   • Technical malfunctions, maintenance, or temporary unavailability of the platform
4. SurgeryBooking does not guarantee uninterrupted or error-free operation of the platform at all times. In the event of technical problems or system outages, SurgeryBooking is only liable to the extent that liability cannot be excluded by law.
5. Damage, complications, or injury resulting from consultations or treatments are entirely the responsibility of the respective clinic. It is the user's responsibility to properly inform themselves in advance about the nature, risks, and implications of a consultation or treatment.
6. All information provided by SurgeryBooking through the platform (including blogs and content) is intended for general informational purposes and does not constitute medical advice. Users must seek independent and professional medical advice before making any decisions.

A8. Dispute resolution and applicable law

1. SurgeryBooking reserves the right to limit or suspend the use of the platform – including consultation requests and/or bookings for aesthetic treatments. SurgeryBooking may also cancel already scheduled consultations or bookings and block access to accounts, customer service, or other features. These measures are only taken for justified reasons, including but not limited to:

• Fraud, deception, or other misuse of the platform.
  
• Violation of applicable laws or regulations.
  
• Non-compliance with our values or policies.
  
• Inappropriate, intimidating, discriminatory, or violent behavior toward SurgeryBooking, clinics, their staff, or other users.
  
• Attempts to circumvent our platform or terms.
  

2. If a user or clinic believes a measure was taken in error, a formal request for review may be submitted to the SurgeryBooking support team. Objections will be reviewed carefully, transparently, and based on fairness and reasonableness.
3. By using SurgeryBooking, users and clinics agree that SurgeryBooking is entitled to take appropriate measures to protect the platform, its users, and partners. Ensuring a safe, reliable, and respectful environment is a priority.

A9.1 Dispute resolution and applicable law

1. These terms and conditions are governed by and interpreted in accordance with the laws of the Netherlands. Any disputes arising from these terms will be submitted exclusively to the competent court in the Netherlands.
2. If any provision of these terms and conditions is found to be invalid or unenforceable, the remaining provisions will remain fully in force. The invalid provision will be replaced with a provision that most closely reflects the original intent.
3. The user agrees that any disputes will first be addressed informally by contacting our Customer Service team before initiating legal proceedings.
4. SurgeryBooking reserves the right to revise and amend these terms. It is the user's responsibility to regularly review the terms for any changes. Continued use of our platform after changes have been made constitutes acceptance of the revised terms.

A9.2 Escalation procedure for disputes

In the event of a complaint or dispute with SurgeryBooking or a clinic via the platform, the following escalation process applies:

1. Step one – internal contact: The user or clinic must report the issue as soon as possible via the official contact channel or via the user or clinic portal. SurgeryBooking will respond substantively within 5 working days.
2. Step two – mediation: If the dispute is not resolved immediately, SurgeryBooking will offer mediation between the involved parties to seek a fair and informal resolution.
3. Step three – external handling: If no resolution is reached after mediation, the dispute may be submitted to a competent court in the Netherlands, in accordance with article A9.1.

A9.3 Timeframes and evidence

In case of disputes, parties may be asked to provide relevant documentation or communications (such as emails, chat messages, or booking details). SurgeryBooking assesses complaints based on fairness, transparency, and the available facts.

A10. Medical disclaimer and right of withdrawal

1. SurgeryBooking is a digital platform that facilitates consultation requests and bookings for aesthetic treatments between users and clinics. SurgeryBooking itself does not provide medical care, issue diagnoses, or offer medical advice.
2. Information on the platform, including clinic profiles, treatment descriptions, blog articles, and user reviews, is intended for general informational purposes only. This information is not a substitute for professional medical advice, diagnosis, or treatment by a qualified healthcare provider.
3. Users are strongly advised to contact a qualified doctor or specialist with any medical questions, doubts, or concerns before making decisions regarding consultations or treatments.
4. SurgeryBooking does not guarantee the accuracy, completeness, or applicability of the information on the platform for individual users or medical situations. Use of the information is entirely at the user's own risk.

A11. Right of withdrawal for bookings

When booking a consultation or treatment via SurgeryBooking within the statutory 14-day withdrawal period, the user expressly agrees that the service may be provided immediately. This means the statutory right of withdrawal expires once the service has been delivered.

Cancellations by the user are possible under the following conditions:

Consultations may be cancelled free of charge up to 24 hours before the scheduled time.
Treatments (procedures) may be cancelled free of charge up to 48 hours before the scheduled time.
After this period, the right to a refund expires unless the clinic explicitly states otherwise in writing.

B. Users of SurgeryBooking

B1. Rights and obligations

1. Users of SurgeryBooking can use the platform with or without an account to submit a consultation request or book a cosmetic treatment. When registering an account or submitting a request or booking, accurate and up-to-date information must be provided, including personal and contact details. Users are solely responsible for managing their login credentials and for all actions performed under their account.
2. Users are expected to act respectfully, transparently, and in accordance with the law. In all communications with clinics, SurgeryBooking, or other parties involved, polite and ethical behavior is required. The platform may not be used for unlawful purposes or activities that violate applicable legislation.

B2. Proper use

1. SurgeryBooking may only be used for legitimate purposes, such as requesting a consultation or booking a treatment. Misuse of the platform, including fraudulent actions, attempts to manipulate systems, or breaches of security measures, is strictly prohibited.
2. Users are encouraged to provide honest and constructive reviews or feedback about their experiences with clinics and treatments. Spreading false, misleading, or harmful information is not permitted. SurgeryBooking reserves the right to remove such content without prior notice.

B3. Liability and conduct

1. Each user is responsible for their own behavior and actions on the platform. Inappropriate or unacceptable behavior, such as harassment, abuse, threats, or privacy violations, will not be tolerated. SurgeryBooking may suspend or terminate a user account in such cases.

B4. Intellectual property rights

1. Users must respect the intellectual property rights of SurgeryBooking and third parties. It is not permitted to copy, modify, or distribute content from the platform—such as texts, images, or brand identity—without prior written permission.

B5. Privacy and data protection

1. SurgeryBooking places great importance on the protection of personal data. All data collected, processed, or shared through the platform will be handled in accordance with applicable privacy laws. By using SurgeryBooking, users consent to the processing of their data as described in the platform's privacy policy.

C. Clinics on SurgeryBooking

C1. Rights and obligations

1. Clinics that wish to offer consultations and/or cosmetic treatments via SurgeryBooking must register and create a complete clinic profile. During registration, it is mandatory to provide accurate and complete information, including contact details, descriptions of offered treatments, current availability, and any specific requirements for accepting consultation requests or treatment bookings.

C2. Transparency and information

1. Clinics are responsible for keeping the information on their SurgeryBooking profile page accurate and up to date. This includes treatment prices, calendar availability, detailed descriptions of consultations and treatments, and any additional information that may help users make a well-informed request or booking.
2. SurgeryBooking reserves the right, if a clinic has not completed or has inadequately completed its profile, to supplement the relevant profile with relevant information, including but not limited to photos, doctor details, certificates, and descriptions of treatments. However, SurgeryBooking will never add or modify treatment prices on behalf of the clinic.

C3. Consultation requests and bookings

1. Clinics agree to handle both consultation requests and direct bookings of cosmetic treatments via SurgeryBooking in a careful and honest manner. Requests or bookings may only be declined for valid reasons, such as overbooking or operational constraints. Timely communication and confirmation of consultations or treatments are essential to ensure a reliable user experience.

C4. Integrity and conduct

1. Clinics are required to adhere to professional standards and ethical conduct in all interactions with users and SurgeryBooking. Acts such as deception, withholding important information, harassment, or violation of user privacy are unacceptable and may lead to temporary or permanent exclusion from the platform.
2. SurgeryBooking expects clinics to take an active and cooperative role in fostering a positive user experience. This includes timely and clear communication, maintaining up-to-date profile information, and a willingness to work with users and SurgeryBooking to resolve inquiries, complaints, or disputes in a solution-oriented manner.

D. Consultation requests – Users

D1. Submitting a consultation request

1. Users can submit a consultation request to a clinic of their choice via SurgeryBooking. Some clinics offer free consultations, while others charge a fee. This fee is shown during the booking process, before the request is finalized.
2. If a clinic has set a fee for consultation requests, the user must pay this amount upon submission. The request will only be forwarded to the clinic once payment has been successfully completed.
3. By submitting a consultation request, the user agrees that their information, including personal data, will be shared with the selected clinic. This information is used solely to facilitate the consultation request.

D2. Payments, fees and commissions

1. SurgeryBooking charges a 7.5% commission on paid consultation requests to cover costs such as marketing, platform maintenance and service delivery. This amount is automatically deducted from the total paid to the clinic.
2. If a user submits a paid consultation request but fails to show up for the appointment (no-show), the paid amount will be forfeited. In this case, no refund will be issued.
3. If the clinic fails to attend the appointment without a valid reason or is unavailable at the agreed time, the full amount will be refunded to the user.
4. SurgeryBooking is responsible for processing payments, deducting the commission, and – if applicable – issuing a refund to the user.

D3. Appointment compliance

1. Users are expected to attend their scheduled consultation appointment. If they are unable to attend, users must communicate this in time through the user portal.
2. SurgeryBooking is not responsible for the actual execution of the consultation but acts as an intermediary for communication, scheduling and payment.

D4. Accurate information

1. Users must provide accurate and up-to-date information when submitting a consultation request, including contact details and any relevant medical or personal information.
2. Providing false or incorrect information may result in rejection of the request or the inability to carry out the consultation.

D5. Professional conduct

1. Users are expected to behave professionally and respectfully toward clinics. Offensive, misleading or intimidating behavior is not tolerated and may lead to account suspension.

D6. Reviews and feedback

1. After the consultation, users may leave a review about their experience with the clinic. These reviews must be honest, relevant and respectful. SurgeryBooking reserves the right to remove inappropriate or unjustified reviews.

D7. Cancellations and modifications

1. Users can cancel a consultation request through the user portal. Any applicable cancellation policies, including refund conditions, may vary per clinic and are stated during the request process.
2. If the cancellation occurs in time and within the clinic’s policy, a refund may be possible. SurgeryBooking will inform the user accordingly.
3. SurgeryBooking is not liable for damages, costs or disputes arising from cancellations by either the user or the clinic.

D8. Disputes and support

1. If users have questions or complaints about a consultation request, they can contact the SurgeryBooking Customer Support Team at surgerybooking.com/contact.
2. SurgeryBooking will make reasonable efforts to resolve disputes and provide support to users as effectively as possible.

E. Consultation requests – Clinics

E1. Receiving and handling requests

1. Clinics registered on SurgeryBooking can receive consultation requests from users via the platform. These requests are automatically forwarded to the clinic once the user has completed the booking process, including any payment if applicable.
2. Clinics are required to respond to incoming consultation requests within a reasonable time by confirming or rejecting them via the clinic portal.

E2. Setting a consultation fee

1. Clinics may set a fee for receiving a consultation request. This fee can be configured in the clinic portal and is displayed to the user during the booking process.
2. If a fee is set, the full amount is charged to the user at the time of the request. SurgeryBooking collects the amount, automatically deducts a 7.5% commission for costs such as marketing, platform maintenance and service delivery, and pays the remaining amount to the clinic.
3. SurgeryBooking is responsible for the deduction of the commission and the payout of the due amount to the clinic.

E3. No-show policy and refunds

1. If a user fails to attend the scheduled appointment (no-show), the clinic retains the right to the agreed amount; no refund will be made.
2. However, if the clinic itself is unavailable at the scheduled time without timely cancellation or valid reason, the full amount will be refunded to the user. In such cases, the amount will not be paid out to the clinic.
3. SurgeryBooking will determine, based on information from both parties, whether a refund to the user is justified.

E4. Clinic responsibilities

1. Clinics must provide accurate and up-to-date information regarding availability, conditions and scheduled consultation times.
2. Clinics must treat users professionally and respectfully. Misleading behavior, failure to attend appointments, or other forms of negligence may result in warnings, temporary suspension or removal of the clinic profile.

E5. Cancellations and communication

1. Clinics can reject or cancel a consultation request via the clinic portal. SurgeryBooking will inform the user in such cases and, if applicable, propose an alternative.
2. Clinics must notify cancellations in a timely manner and provide a reason. Excessive cancellations without valid reason may lead to penalties.

E6. Support and cooperation

1. SurgeryBooking encourages clinics to actively collaborate with the support team to ensure an optimal user experience.
2. Clinics can contact the support team for questions, complaints or uncertainties via the internal portal or surgerybooking.com/contact.

F. Bookings for aesthetic treatments – Users

F1. Conditions for booking treatments

1. Users can book an aesthetic treatment via SurgeryBooking with a clinic, provided that the clinic has published a price for the specific treatment.
2. Treatments without a listed price cannot be booked via the platform. SurgeryBooking displays treatments without a price, but these cannot be booked by users.

F2. Payment methods

1. The user can pay for the treatment using one of the following payment methods, depending on availability:
   

• iDEAL
  
• Klarna (payment within 30 days)
  
• Klarna (installment payment in three parts: 1/3 on the day of booking, 1/3 after 30 days, 1/3 after 60 days)
  
• Credit card (Visa, Mastercard, etc.)
  

2. The selected payment method must be chosen during the checkout process. The booking is only confirmed once the payment has been successfully processed.

F3. Commissions and pricing agreements

1. SurgeryBooking charges a 7.5% commission on the price of booked treatments. This amount is automatically deducted from the amount allocated to the clinic.
2. The price paid by the user is binding, and SurgeryBooking acts as an intermediary for the payment and booking process.
3. The commission is included in the price shown to the user and does not affect the agreed treatment amount.

F4. Changes, cancellations, and no-shows

1. Users can cancel or reschedule treatments via their user portal. The terms for cancellations or rescheduling vary per clinic and are shown during the booking process.
2. If a user does not show up on the agreed treatment date without canceling (a no-show), the right to a refund expires.
3. If the clinic is unavailable at the agreed time without timely cancellation or a valid reason, the user will receive a full refund.

F5. Liability and execution

1. SurgeryBooking is not responsible for the medical or cosmetic execution of the booked treatment.
2. Any complaints regarding the execution should first be discussed directly with the clinic. SurgeryBooking can mediate in certain cases, but is not a party to the treatment agreement.

F6. Reviews and user feedback

1. After the treatment, the user may leave a review about their experience with the clinic and treatment.
2. Reviews must be honest, relevant, and respectful. SurgeryBooking reserves the right to remove inappropriate or unjustified reviews.

G. Bookings for aesthetic treatments – Clinics

G1. Conditions for bookable treatments

1. Only treatments for which the clinic has entered a price in the clinic portal can be booked via SurgeryBooking.
2. Clinics are responsible for keeping their price list accurate and up to date. Treatments without a price are not shown in the booking form.

G2. Payments and commission

1. SurgeryBooking collects the full payment on behalf of the clinic at the time of booking.
2. SurgeryBooking automatically deducts a 7.5% commission (for costs such as marketing, platform management, and service provision) from the treatment amount and credits the remaining amount to the clinic’s account.
3. This settlement takes place automatically after the user’s payment has been completed.

G3. Balance and payouts

1. Received payments are credited to the clinic's balance in their clinic portal.
2. Clinics can manually transfer this balance to their linked payout account. Linking a valid payment card is required for this.
3. SurgeryBooking processes the payout within 5 business days after the request. Processing time may vary depending on the clinic’s bank.

G4. Responsibility for execution

1. Clinics are fully responsible for the proper and timely execution of booked treatments.
2. If a clinic fails to honor an appointment without timely cancellation or a valid reason, the full amount will be refunded to the user. In such cases, no payout will be made to the clinic.
3. Repeated or structural negligence in performing treatments may result in warnings, temporary suspension, or removal of the clinic profile.

G5. Cancellations and client communication

1. Clinics can cancel or reschedule booked treatments via the clinic portal. SurgeryBooking will inform the user accordingly.
2. Clinics must communicate cancellations in a timely manner and offer a suitable alternative whenever possible.

G6. Client relationship and support

1. SurgeryBooking encourages clinics to communicate transparently and professionally with users.
2. In case of disputes or problems, clinics can contact the SurgeryBooking support team via the clinic portal or at surgerybooking.com/contact.

H. Additional services by SurgeryBooking

H1. Availability and offerings

1. SurgeryBooking offers additional services to clinics and users to enhance their experience with the platform. These services may include content, increased visibility, promotions, and subscription features.
2. The availability of additional services may depend on factors such as location, treatment types, and profile settings. SurgeryBooking strives to offer relevant and valuable services that meet the needs of both users and clinics.

H2. Paid subscriptions for clinics

1. SurgeryBooking offers three optional paid subscription plans for clinics that wish to access extra features and benefits:
   

• Start Plan
  
• Plus Plan
  
• Pro Plan
  

The monthly subscription fees are set as follows:

• Start: €25 per month
  
• Plus: €50 per month
  
• Pro: €75 per month
  

2. Each subscription plan offers specific benefits, including increased visibility, more profile options, and advanced features within the platform. An overview of these benefits is available at surgerybooking.com.
3. All plans can be cancelled on a monthly basis, with the exception of the first month. After cancellation, the plan remains active until the end of the current billing month.

H3. Use and terms of additional services

1. The use of additional services is subject to the general terms and conditions of SurgeryBooking, as well as any specific terms applicable to the chosen service or subscription plan.
2. By using these services, clinics and users agree to the corresponding terms, fees, and usage policies as published on the website.

H4. Responsibility and changes

1. SurgeryBooking is not liable for damages or losses resulting from the use of additional services. Use of these services is at the sole risk of the clinic or user.
2. SurgeryBooking reserves the right to modify, temporarily suspend, or discontinue additional services or subscription plans at any time. Any changes will be communicated in advance via the platform or by email.

H5. Content and information provision

1. SurgeryBooking regularly publishes blogs, articles, and social media updates to inform users and clinics about trends, tips, and developments in the field.
2. This content is intended for informational purposes only and does not constitute medical advice.
3. SurgeryBooking strives to provide accurate, up-to-date, and reliable information. However, no rights can be derived from potential errors or outdated data.
4. Users and clinics are encouraged to stay critical, conduct their own research, and seek professional advice when necessary.