General Terms and Conditions

Rehabilitation service contract

The individual contract for the provision of healthcare services concluded between STEPS Neurorehabilitation Center Limited Liability Company, hereinafter referred to as the Service Provider, and the Service user, as the Client (hereinafter referred to collectively as the Parties), unless the Parties have otherwise agreed in writing, shall be governed by these GENERAL TERMS AND CONDITIONS (hereinafter referred to as the GTC). These GTC form part of the individual service contract.

The Service Provider carries out its activities primarily with the assistance of the doctors and specialists of STEPS Budapest Neurorehabilitation Center (STEPS Budapest Center for Robotic Rehabilitation).

In the case of all services sold by the Service Provider, the data subject purchases a rehabilitation healthcare service from the Service Provider, and this purchased healthcare service is supplemented by the patient journey organization, financial, coordination, logistical and other activities performed by the Service Provider.

1. General information, contact details of the Service Provider

1.1. Name of the service provider: STEPS Neurorehabilitation Center Limited Liability Company

1.2. Registered office: 1153 Budapest, Pázmány Péter u. 55-57.

1.3. Company registration number: 01-09-333315

1.4. Tax number: 26581709-1-42

1.5. Representative: Latky Csongor, Managing Director

1.6. Service address: 1095 Budapest, Soroksári út 44.

1.6. Postal address: 1095 Budapest, Soroksári út 44.

1.7. Telephone number: +36 30-942-0973 or +36 70 944 5154

1.8. E-mail address: contact@stepsbudapest.com

1.9. Bank account number: 11784009-22228572-00000000

2. Establishment of the individual service contract

The Service Provider and the Client shall conclude the individual service contract (hereinafter referred to as the Contract) in writing. The Service Provider shall provide the rehabilitation services (hereinafter referred to as the service) to the Client in accordance with the provisions of the individual service contract and these GTC, within the framework specified herein.

The legal relationship between the Parties arising from the service contract is governed by the general and special rules of the Civil Code, the provisions of the Health Act, other laws, and professional guidelines.

The Service Provider has the necessary permits for the provision of the service, as well as the personal and material conditions specified in the relevant health-related laws. The collaborators involved in the care provide the service with due care, in compliance with professional and ethical rules and guidelines, and with applicable laws.

By using the service, the Client expressly consents to the Service Provider providing the ordered service(s) with collaborators (subcontractors), whose services and activities the Client is responsible for as if the Client had performed the activities entrusted to the collaborators (subcontractors) himself.

The service provider shall provide the additional services otherwise necessary for the provision of the rehabilitation service and their material conditions (examiner, tools, diagnostics, complete material infrastructure, and all associated, operating and overhead costs thereof) to the Client during the treatment period.

The Service Provider sells the rehabilitation service undertaken by it to the Client, which services may be sold at an unchanged price or at an adjusted price, depending on the Service Provider’s business policy decision.

The legal declaration of a Client with limited legal capacity and/or a minor requires the consent and declaration of his/her legal representative – unless otherwise provided by law.

3. The service process
   • Conclusion of a service contract

The Client is obliged to complete and sign the individual “Service Contract” upon arrival at the place of care. The completion, acceptance and conclusion of the “Service Contract” are mandatory, otherwise the use of the service cannot be started.

• Customer identification

To use the service, the Customer must present a valid ID card to the person authorized by the Service Provider during the patient check-in (e.g. ID card, passport, driving license). If the identity verification is refused, the service cannot be used.

• Service provision time, place of performance

The use of the service is subject to prior registration and appointment booking, and payment of the fee as specified in the contract.

The Service Provider receives the Client at the pre-agreed and booked time.

The Client is obliged to arrive for the pre-agreed treatment or examination at the booked time. The Service Provider may refuse to provide care to a Client arriving late, may shorten the service time, which it is obliged to inform the client, but this does not affect the Client’s obligation to pay the fee.

In the case of a client who fails to attend an outpatient examination or rehabilitation without prior notice, the Service Provider is entitled to reimburse 100% of the service fee in the same way as if the Client had used the service.

A reservation system at the Service Provider ensures accurate and smooth rehabilitation care.

By agreeing to the pre-arranged time, the Service Provider ensures that the rehabilitation care is provided at the pre-arranged time.

The Service Provider undertakes to provide the Services set out in the Contract in a professional and contractually appropriate manner.

The Services are provided by healthcare personnel contracted with the Service Provider at the Service Provider’s premises at Soroksári út 44, 1095 Budapest, during the current client reception hours.

The Service Provider is entitled to modify the time or location of the service at any time with at least 24 hours’ notice, but must immediately notify the Client of the modification, who is entitled to withdraw from the service as a result of the modification.

If the Service Provider is temporarily unable to provide the Services at its own headquarters or premises due to reasons beyond its control, it is entitled to provide such Services at another healthcare institution with which it has a contractual relationship.

• Rehabilitation healthcare

Rehabilitation healthcare takes place in a designated and prepared clinic. The Client and any accompanying persons are obliged to comply with the order of healthcare provision. It is prohibited to disrupt or obstruct the order of healthcare provision and the operation of the Service Provider!

After the first personal examination, the Service Provider prepares a treatment plan based on the Client’s needs and health condition, which includes the names and fees of the recommended rehabilitation services, the course of the recommended rehabilitation, its possible risks and complications, and information related to rehabilitation following the service (hereinafter: Treatment Plan). The Treatment Plan can only be communicated in writing.

If the Client does not accept the Treatment Plan presented to him, he is also obliged to pay the cost of the first examination and medical consultation to the Service Provider.

The Service Provider is entitled to deviate from the Treatment Plan independently and to the extent justified by the Client’s health condition – even without the Client’s prior consent – but in this case, it is also obliged to inform the Client of the reason and extent of the deviation afterwards. In the event of a major professional deviation – if the Client’s health condition or the date of treatment allows this – the Service Provider is obliged to consult the Client in advance.

The Service Provider informs the Clients that the modification of the Treatment Plan also means the modification of the calculated price quote depending on the costs of the changed health services. In this case, the acceptance of the modified Treatment Plan also means the acceptance of the modified Price Quote.

During the provision of healthcare, the Client shall inform the doctor or service provider of all relevant data, information, circumstances and facts that are necessary and justified for obtaining medical history, including but not limited to the following: previous illness, possible surgeries, medical treatment, medications taken by the Client, health risk factors, sensitivity to the components of certain medications, psychological and mental state.

The healthcare provider – provided that he is entitled to do so based on his professional competence and preparedness – shall examine the Client who contacts him. Depending on the findings of the examination, he shall treat the Client or – in the absence of the appropriate material and personal conditions – refer him to a healthcare provider with the appropriate conditions.

The recommended and prescribed medications are ordered in accordance with the valid professional regulations, protocols, and procedures, after prior discussion, information, and consultation with the Client, taking into account the Client’s medical history, underlying diseases, their course, complications, and any unexpected but possible deterioration or improvement in condition.

Taking into account the activities performed by the Service Provider and the doctors and therapists employed by it, and the nature of the activities, the Service Provider notes that in certain unforeseen cases, the doctor or therapist designated by it may be prevented from being available to the Client and examining him/her at the pre-arranged time. In this case, the Service Provider undertakes to contact the Customer immediately after learning of the inability of the designated doctor or therapist via one of the contact details provided by the Customer and to inform him – at the agreed time at the latest on site – about the inability of the designated doctor or therapist, as well as whether he can arrange a replacement doctor at the agreed time, and whether the Customer accepts this replacement person.

If the Service Provider is unable to arrange a replacement doctor or therapist, or if the Customer does not accept his/her person, the parties are obliged to agree on a new date. The Customer may not claim any compensation for any change in date due to the above reason.

The Service Provider is entitled to suspend the treatments under the Contract with immediate effect or, at its discretion, terminate the Contract with immediate effect if:

1. the Customer fails to meet his payment obligation or is late in doing so;
2. in its judgment, the Customer does not cooperate adequately in order to provide the service(s) effectively, including in particular if:
3. he fails to comply with medical and therapist instructions;
4. he disturbs other patients or staff members with his behavior;
5. his health or mental condition, or any change in it, makes it difficult or may hinder the proper provision of the service, according to the Service Provider;
6. he regularly or repeatedly misses agreed appointments without informing the Service Provider in advance within the time specified in the Contract.

• Rehabilitation documentation

The Service Provider shall keep a medical history sheet on the Client’s health condition (Medical History), a patient record on the rehabilitation care and services provided by it (Client Record), and an up-to-date attendance sheet on the use of treatments, which documents shall be treated as patient documentation in accordance with the relevant legislation and internal regulations.

• Obligation to cooperate

The Parties shall be obliged to cooperate during the term of the Service Agreement. The Client shall cooperate with the Service Provider (the Service Provider’s doctors, employees, and those involved in the care) at all times during the use of the service.

The Client shall provide the Service Provider with all relevant information concerning his/her health condition in connection with the use of the service. The treating physician, healthcare professional, therapist shall inform the Client in the knowledge of this information, carefully, gradually if necessary, taking into account the Client’s condition and circumstances. If the Client’s written declaration or consent is required for the treatment, in the absence of these, the Service Provider may refuse to provide the service.

• Disclosure of test results, health information

The Client acknowledges that it is not possible to announce test results or health information related to the Client by telephone. An exception is a life-threatening abnormality, in which case the Client may receive information on the telephone number previously provided in the personal data recorder, after verification of identity and personal identification, in which case the Service Provider will attempt to reach the Client by telephone a maximum of two times.

4. Payment fee

The Client is obliged to pay a fee for the service he/she uses. As consideration for the service, the Client is obliged to pay the current fees for the services to the Service Provider, calculated based on the price list published on the Service Provider’s website, which is in force at all times, or the package fee specified in the contract.

The prices determined by the Service Provider for individual examinations and rehabilitation services are fixed, package prices, and there is no possibility of reducing them if the Client does not wish to use a service (preliminary examinations) related to the given intervention or examination for any reason. By signing the Rehabilitation Service Contract, the Client expressly acknowledges the above.

The service fee is the consideration for the service included in the contract, which does not, or does not in all cases, or does not fully include other potentially chargeable services accompanying the service, as well as the price of the medicines and medical aids used.

The Service Provider is obliged to provide information about this upon the Client’s request.

In the case of services and diagnostic examinations, the fee is paid simultaneously with the use of the service, on site, or prior to it, in the case of payment in installments, by transfer to the account number on the invoice issued by the Service Provider or in cash at the Service Provider’s office.

The prepaid fee can only be refunded in the event of a serious breach of contract by the Service Provider or in the event of force majeure.

The Service Provider will refund the Client’s paid fee if it becomes clear before the start of the rehabilitation care that the intervention cannot be performed due to the patient’s condition. In this case, the Service Provider will deduct the fee for the preparatory examinations actually performed, the deposit, from the previously paid fee, and will return the remaining amount to the Client.

In other cases, if the Client does not appear for the examination or intervention, or appears in an unfit state through no fault of his own, and does not cancel the booked appointment within 24 hours, the Service Provider is not obliged to refund the paid Fee, but the Service Provider is entitled to it as a penalty; in the case of an unpaid fee, the Client is obliged to pay the fee.

If the Client does not fulfill his payment obligation within 15 (fifteen) days after the deadline, the Service Provider is entitled to terminate the Contract concluded with immediate effect for the rehabilitation services already ordered but not yet performed, and the Service Provider expressly excludes its liability for the consequences resulting from this.

In the case of payments made by the Client to the Service Provider not exceeding 300,000 HUF, the period open for using the service is three months. In the event of a payment by the Client exceeding HUF 300,000, the Service Provider’s service deadline is 1 year. After that, the Client is not entitled to use the service, and the service provider is not obliged to refund the fee for the service not used by the Client within the deadline.

In the event of termination of the Service Agreement for this reason, the Service Provider is entitled to a failure penalty in the amount of 100% of the service fee for the healthcare services ordered by the Client, which the Client must pay in one lump sum by bank transfer within 8 days of receiving the Service Provider’s termination.

The Service Provider is entitled to unilaterally modify its current service fees and inform the Client thereof.

The Service Provider is obliged to publish the fact of the fee modification and the effective fee schedule on its website before the modification takes effect.

The fees modified by the Service Provider do not apply to rehabilitation services already ordered by the Client under and within the framework of the already concluded Service Agreement.

5. Requesting a copy of health documentation

Any costs of preparing and sending the copy shall be borne by the Customer.

6. Liability

The Service Provider uses the services of the Client based on the Client’s individual decision and own decision. By signing the service contract, the Client acknowledges that all rehabilitation interventions and treatments have risks, and that all risks for which the doctor cannot be held responsible must be borne by the patient. The course and duration of recovery may differ for individual Clients, or may differ from the average.

The Service Provider is not liable for the consequences resulting from the Client’s breach of his obligations arising from the service contract – including these GTC – or from the fact that he does not comply with the instructions of doctors and other persons involved in the care related to recovery or medical treatment, does not take the prescribed medication or does not take it according to the doctor’s prescription, or does not apply the prescribed therapy according to the doctor’s prescription.

The Client acknowledges and declares in writing that the Service Provider is not liable for any possible health damage due to missed therapy.

The Service Provider will take all reasonable steps to ensure that the legal or other professional rules are enforced during the provision of care, in particular professional guidelines reflecting the current state of science and based on evidence, or in the absence of such, professional recommendations based on well-founded, widely accepted publications in the literature or professional consensus, and to ensure that the service can be provided professionally and effectively with the optimal use of available resources.

7. Complaints handling

The Service Provider’s customer service staff will handle complaints related to healthcare services.

address: 1095 Budapest, Soroksári út 44.

telephone: +36 70 944 5154

e-mail: contact@stepsbudapest.com

The Customer Service accepts complaints regarding the rehabilitation service only from the Client or his/her written representative, upon presentation of the invoice received upon use of the health service.

The Service Provider accepts complaints only in writing. In the case of a verbal complaint, written documentation must be provided immediately. The Service Provider shall review the complaint within 30 days and notify the Client of its outcome in writing.

8. Handling of personal data, data protection, patient rights

In order to use the service, the Customer is obliged to provide the Service Provider with at least the following data, and to indicate them in the individual service contract: family and first name, birth name, place and time of birth, mother’s name, address, telephone number, e-mail address. In order to conclude the service contract and to establish the Customer’s identity, the Customer consents to the Service Provider requesting his/her identity card (ID card, passport or driving license) and address card for identification purposes, and to make a copy of them if necessary.

The Service Provider is committed to the highest level of protection of the Customer’s data, as stipulated by law. The Service Provider publishes the Data Protection Statement on its website.

The Service Provider shall carry out data processing based on the prior consent of the Client in all cases in full compliance with the provisions of the applicable laws, in particular in accordance with the provisions of Act CXII of 2011 on the right to informational self-determination and freedom of information (Info. tv.) and Act XLVII of 1997 on the processing and protection of health and related personal data.

9. Other provisions

The Client is entitled to full information provided in a personalized form. The provisions of the Eütv. shall govern the Client’s right to information. The Service Provider states that it may provide the information to the Client either orally or in writing, at its own discretion. The Service Provider shall provide the information in Hungarian.

If the Client requests the use of an interpreter or sign language interpreter for the purpose of providing information, the Client is responsible for selecting and appointing such person, and the Client shall bear the fees and costs thereof. The Service Provider shall not be liable for the conduct and activities of the interpreter.

By signing the Treatment Plan, the attendance sheet for each examination performed and the health documentation provided to him, or the receipt of the invoice, the Client acknowledges that he has received the requested and appropriate and satisfactory information from the Service Provider or the person acting on its behalf.

A Client who is capable of acting may waive the provision of information, except if the nature of his illness must be known in order not to endanger the health of others. If the intervention is carried out at the initiative of the Client and not for therapeutic purposes, the waiver of the provision of information is only valid in writing.

The Client has the right to self-determination. Within this framework, the Client may freely decide whether to use the Service Provider’s healthcare services, and which interventions he/she agrees to perform or refuses. However, the Client’s decision does not affect the Client’s obligation to pay fees for services already performed or started to be performed by the Service Provider, for which he/she is obliged to reimburse the Service Provider.

The Client has the right to participate in decisions affecting his/her examination and treatment. The condition for the Service Provider to perform any healthcare intervention is that the Client gives his/her voluntary consent, free from deception, threats and coercion, based on adequate information. The Client may give this consent orally (in front of witnesses), in writing and by suggestive behavior, unless otherwise provided by law.

In the absence of the Client’s consent required for the intervention, or in the event of refusal to provide it, the Service Provider is entitled to refuse to perform the health intervention and to withdraw from the concluded service contract, subject to the application of the legal consequences (penalty) regulated in these GTC.

The Client may withdraw his consent to perform the intervention at any time, but in the event of withdrawal without good reason, he is obliged to reimburse the Service Provider for the costs incurred and justified as a result.

The Client with legal capacity – unless otherwise provided by the Act on the Protection of Personal Data – may do so in a public document, a private document with full probative force or – in the event of his inability to write – by means of a statement made in the presence of two witnesses

1. may name the person with legal capacity who is entitled to exercise the right of consent or refusal on his behalf, or who is authorized by the Act on the Protection of Personal Data. must be informed pursuant to Section 13,
2. with or without specifying the person specified in point a), may exclude any of the persons referred to in Section 16 (2) of the Act from exercising the right of consent and refusal on his behalf, or from receiving information pursuant to Section 13 of the Act.

If the Client is incapacitated and there is no person entitled to make a declaration pursuant to point a) of the preceding paragraph, the persons specified therein are entitled to exercise the right of consent and refusal in the order specified in Section 16 (2) of the Eütv. In the event of a contrary declaration by those entitled to make a declaration in one row, the decision that is expected to have the most favorable impact on the Client’s health condition shall be taken into account.

10. Final provisions

If any provision or part of the provisions of these GTC or the Contract is or becomes invalid or unenforceable, this shall not affect the validity of the remaining parts of the GTC or the Contract. In this case, the regulation(s) that best correspond to the economic objectives of the invalid or unenforceable provision(s) shall apply (even through supplementary interpretation). If such an interpretation is impossible for legal reasons, the Parties irrevocably undertake to conclude additional Agreement(s) in the spirit of this regulation. The regulation contained in the previous paragraph shall apply mutatis mutandis to the GTC and any regulatory gaps that may arise during the implementation or interpretation of the Agreement.

The Service Provider is entitled to unilaterally amend the GTC at any time, but is obliged to publish the fact of the amendment and the amended GTC on its website. The amendment of these GTC shall not affect the Service Agreement that has already been concluded.

The Parties submit the decision of any disputes arising from or related to the Agreement, in particular those related to the breach, existence, validity or interpretation of the Agreement, to the exclusive jurisdiction of the court of the registered office of the Service Provider.

In matters not regulated in these GTC, the provisions of Act V of 2013 on the Civil Code and Act CLIV of 1997 on Healthcare, as well as the Hungarian legislation in force at all times, shall apply.