General Terms and Conditions

The provider of health services is the company Pedopsyche s.r.o., Company ID (IČO): 29889804, with its registered office at Na Pankráci 1683/127, 140 00 Prague 4, registered in the Commercial Register kept by the Municipal Court in Prague, Section C, File 454021, providing health services on the basis of authorisation to provide health services (the “Provider”).

Contact details: address: Na Pankráci 1683/127, 140 00 Prague 4, telephone 608 407 199, email pedopsyche@protonmail.com, website www.pedopsyche.cz.

Bank details: 3177723005/5500, payment reference: the child’s first and last name.

These Terms set out the basic organisational, payment and operational rules for the provision of outpatient health services in child and adolescent psychiatry by the Provider, in particular initial assessments, follow-up appointments and related communication with the patient and their legal guardian.

These Terms do not replace information about the patient’s state of health or the proposed diagnostic or treatment procedure, nor informed consent or refusal under Act No. 372/2011 Coll., on Health Services. Nor do they replace individual clinical assessment, medical records or information on the processing of personal data.

The services provided may include, in particular, an outpatient psychiatric examination of a child or adolescent, follow-up examinations, evaluation of previous treatment, consultation with the child and their legal guardian, recommendations for further steps, and tasks related to keeping medical records.

The specific scope of the examination and further procedure is determined according to the patient’s current state of health, age and needs, the information available, the professional judgement of the healthcare professional and the law. The Provider cannot guarantee in advance a specific diagnosis, treatment outcome or a specific duration of the examination where health or operational circumstances prevent this.

The contractual relationship arises on the basis of a request by the patient or a person authorised to act on the child’s behalf and its acceptance by the Provider, usually by confirming a specific date for the initial assessment. Merely sending an enquiry or making a payment does not in itself constitute acceptance of the request if the Provider does not confirm the appointment.

In the case of a minor patient, the Provider verifies the authority of the person acting on the child’s behalf to an extent appropriate to the circumstances of the case. This is without prejudice to the rules on providing health services without consent, in urgent situations, or other statutory exceptions.

These Terms are not an invitation to book appointments in acute or life-threatening conditions. The procedure for acute situations is set out in Article 10.

Appointments can be booked by telephone on 608 407 199 or by email at pedopsyche@protonmail.com, on the days and at the times stated on the Provider’s website.

An appointment is reserved only once it has been confirmed by the Provider. Before confirming, the Provider may request additional basic information, verification of identity, information on urgency or other facts necessary for safely scheduling the patient.

By reserving an appointment, the Provider sets aside the time and capacity of a healthcare professional. The reservation does not, however, limit the right of the patient or legal guardian to change or cancel the appointment.

The price of individual services is stated in the current price list available at (www.pedopsyche). If a service is not listed, the Provider will communicate its price, or how it is determined, in advance where the nature of the situation allows.

The initial assessment, if payable directly according to the price list, is paid in advance by transfer to the Provider’s bank account no later than 14 days before the scheduled appointment. Bank details are given in Article I of these Terms.

A payment is considered properly identified if it can be reliably determined which child and appointment it relates to. If a payment has not been credited or cannot be identified, the Provider may request proof of payment or additional identifying information.

Follow-up examinations are likewise paid by bank transfer 14 days before the expected appointment. If the amount has not been credited 14 days before the expected appointment, the patient cannot be booked for that date and the appointment will be offered to another patient who is interested in it and pays for it properly.

A receipt or accounting document will be issued and delivered or made available in a manner consistent with the law and the Provider’s actual arrangements.

If the initial assessment is not paid within the set period, the Provider may release the appointment. This does not apply if such a step would conflict with the duty to provide care, if a different payment period has been agreed, or if individual circumstances justify a different approach.

Appointments can be changed or cancelled via (pedopsyche@protonmail.com). A cancellation or request to change an appointment is assessed according to the time it was actually delivered to the Provider, not merely the time it was sent.

If the legal guardian or another authorised person cancels due to illness and delivers the cancellation by email no later than 48 hours before the scheduled start of the examination, the Provider will refund the amount paid in full to the account from which the payment was made, or to another account after verifying entitlement to receive the payment.

If an appointment is cancelled less than 48 hours before the scheduled start of the examination, or if the patient does not attend, the Provider may retain 30% of the price already paid as reasonable compensation for reserving capacity, organisational preparation and the time set aside for the patient. If the service was not provided, the Provider will refund the remaining 70%, unless otherwise agreed in view of the specific circumstances or required by law.

The 48-hour period is counted in hours backwards from the scheduled start of the appointment. Saturdays, Sundays and public holidays are included. If an appointment is scheduled for Monday at 10:00, the period ends on Saturday at 10:00.

The above rule is not applied mechanically in the event of a serious, unforeseeable and verifiable obstacle, in particular sudden hospitalisation, injury, serious acute deterioration in health or another similarly serious event. The Provider may request reasonable evidence and will make an individual assessment, taking into account in particular the nature of the obstacle, the possibility of timely notice and the costs actually incurred.

If the Provider cancels the appointment or cannot provide the service for reasons on its side, it will, where possible, offer an alternative appointment or refund the amount paid to the extent that the service was not provided.

Refunds are usually made within (7) working days of confirming the reason for the refund and verifying the account.

If the patient or the person booking for the patient cancels three times in a row, or fails to attend without proper notice, the Provider may limit the number of appointments reserved at the same time for further non-acute bookings, or refuse further non-acute bookings.

If the patient arrives 30 minutes or more after the start of the appointment, the Provider need not carry out the examination if doing so would disrupt the operation of the practice or subsequent appointments, or would lead to an unreasonable shortening of care. The Provider will, where possible, try to offer an alternative or a new appointment.

If the examination is carried out despite late arrival, the waiting time and the time reserved for the appointment form part of the reserved service. Late arrival alone therefore does not automatically entitle anyone to a refund of half or any other part of the price.

The examination is conducted according to the professional judgement of the healthcare professional and the child’s current state of health. The Provider may request cooperation, available previous reports or other information relevant to the safe provision of care.

The legal guardian’s subjective dissatisfaction with the result or recommendation is not in itself a reason for refunding the price of a properly performed examination. This is without prejudice to the statutory rights of the patient and their legal guardian.

If the practice’s equipment is damaged, destroyed, stolen or soiled by a child, the Provider is entitled to claim compensation for the damage caused from the child’s legal guardian or another responsible person in accordance with the relevant provisions of Act No. 89/2012 Coll., the Civil Code.

On request, the Provider must provide a description of the damage and its quantification, or documents proving costs reasonably incurred for repair, cleaning or replacement.

The Provider has no general obligation to actively inform other family members by telephone about the child’s mental state. Information is provided to persons entitled under the law and the medical records, to an extent corresponding to their entitlement, the purpose of the information and the protection of the child’s privacy.

When providing information to the patient’s parents, the Provider acts in accordance with the law, unless a court decision, an agreement between the parents or another legal obstacle or relevant information requiring a different approach has been presented. The Provider may request documents or further explanation where necessary to protect the child and verify entitlement.

In the case of divorced parents, the Provider is not responsible for one parent informing the other about the appointment, its course or the recommended regimen. It is the responsibility of the patient’s parents to pass information on to each other.

Where parents care for the child separately, the Provider acts neutrally and in accordance with the parents’ current authority, any court decision, the parents’ agreement and the child’s state of health. It is not responsible for the conduct of the other parent, including adherence to the treatment regimen by either parent or the handover of medication. It may, however, clearly explain the recommended treatment regimen to an authorised person and record essential information and any non-cooperation in the medical records.

If the parents’ disagreement or the way medication is handed over poses a risk to the child, the Provider will carry out an individual professional and legal assessment and act in accordance with the law, including, where appropriate, involving other authorised persons or authorities.

Email communication outside working hours is not intended for dealing with acute, urgent or life-threatening conditions. Emails may not be read immediately, and sending one does not ensure that a crisis message is received or assessed.

In the event of an immediate threat to life or health, call 155 or 112. Depending on the nature of the condition, you may also contact the nearest psychiatric emergency service, paediatric emergency service or hospital.

The Provider’s working hours: (Monday to Friday from 8:45 to 18:00). Email for routine bookings and non-urgent enquiries: (pedopsyche@protonmail.com).

A complaint about the provision of health services can be lodged as set out in Section 93 et seq. of Act No. 372/2011 Coll. Complaints are submitted to the Provider at its contact address given in Article I of these Terms or by email to (pedopsyche@protonmail.com), or in any other manner permitted by law.

A complaint may be lodged by the patient, their legal guardian or another person authorised by law. The Provider will accept, record, investigate and resolve it in accordance with the law. This is without prejudice to the complainant’s right to turn to the competent administrative authority or to use another legal remedy.

Personal data are processed to the extent necessary for the provision of health services, keeping medical records, booking, payments, compliance with legal obligations and other specific purposes set out in the Provider’s privacy policy.

The privacy policy is available at www.pedopsyche.cz.

Medical records are kept, stored and made available in accordance with Act No. 372/2011 Coll., its implementing regulations and other relevant legislation. The patient and authorised persons may exercise their rights in the manner and to the extent set out by law.

Email may not be a suitable channel for sharing detailed information about health. To protect personal data, the Provider may require verification of identity, the use of a more secure channel or a meeting in person.

These Terms take effect on 11 November 2026 and are published or made available at www.pedopsyche.cz.

The Provider is entitled to change and update these Terms on its website stated above. A change does not affect rights and obligations that arose before it took effect, unless the law provides otherwise.

If any provision is invalid, ineffective or inapplicable, its effect will be assessed to the smallest extent necessary and the remaining provisions remain in force.

These Terms are governed by the laws of the Czech Republic, in particular Act No. 372/2011 Coll., on Health Services, Act No. 89/2012 Coll., the Civil Code, and other legislation.