General Terms and
Conditions

1.1 Poliklinika Púpava, s. r. o., with registered office at Ulica Mikovíniho 6961/10, 917 01 Trnava, Company ID: 54 483 646, registered in the Commercial Register of the District Court Trnava, Section: Sro, File No.: 51252/T, is the operator of a healthcare facility pursuant to a valid permit issued by the competent authority (hereinafter referred to as the "Provider") at Trstínska cesta 682, 91701 Trnava, which provides its Clients with healthcare or Non-medical Premium Services.

1.2 The Provider provides outpatient healthcare and Non-medical Premium Services professionally, in above-standard quality, in accordance with standard diagnostic and therapeutic procedures and based on medical documentation and information from the Client.

1.3 These General Terms and Conditions (hereinafter referred to as "GTC") regulate in detail the rights and obligations between the Provider and the Client in the provision of healthcare and Non-medical Premium Services and form an integral part of every healthcare provision contract and every personal care management agreement (hereinafter referred to as "Agreement" or "Personal Care Management Agreement"). In case of conflict, the Agreement shall prevail.

2.1 For the purposes of these GTC, the terms contained therein have the following meaning:

• "Provider" – the company according to Art. 1 para. 1 of these GTC.
• "Client" – a natural or legal person who uses the healthcare or Non-medical Premium Services of the Provider and agrees to these GTC.
• "Price List" – the current list of prices for medical procedures and Non-medical Premium Services published at klinikapupava.sk.
• "Agreement (contract)" – a contract between the Provider and the Client, the subject of which is the provision of Services (including One-time Client Management Service Packages, Premium Preventive Examinations and Programs, Discounted Clinic Packages and other packages from the Provider's offer).
• "Personal Care Management Agreement" – an agreement between the Provider and the Client, the subject of which is the provision of Non-medical Premium Services by the Provider to the Client with an annual payment.
• "Contact details" – current contact details are published on the Provider's website klinikapupava.sk.
• "Non-medical Premium Services" – include, but are not limited to, the following services:
  • administrative work and reception services at the polyclinic 12 hours a day
  • central information system between all facilities and clinics
  • comprehensive client management through the client center
  • informing clients about scheduled doctor visits (SMS, phone, email)
  • providing information and consultancy (in person, by phone, by email)
  • online booking of examinations through the Provider's website
  • coordinating multiple examinations in one clinic
  • coordinating examinations in multiple clinics in the building during the Client's visit
  • consiliar cooperation of doctors when needed
  • ensuring follow-up healthcare (further diagnostic resolution) at the Provider's specialized clinics
  • top-level staffing and the most modern diagnostic methods
  • examination time set individually according to each specialist's needs
  • clinics equipped above standard with certified and modern equipment
  • current information through the Provider's website and social media
  • sending information about news and discounts (if the Client is interested)
  • free wifi internet connection throughout the polyclinic
  • air-conditioned polyclinic premises
  • drinking water available in the polyclinic premises
  • sound system and TV in the polyclinic premises
  • above-standard hygienic-epidemiological regime (disinfectants in the waiting room for the patient's personal use, protective disposable masks if needed)
  • barrier-free access and elevator
• "Operating hours" – the time period during which the Provider provides Healthcare to the Client, published on the Provider's website. The Provider's reception services are available from 7:00 to 19:00 Monday to Thursday and on Friday from 7:00 to 15:30. The Provider does not provide Services during weekends and holidays.
• "Attending healthcare worker" – a healthcare worker designated by the Provider to provide Healthcare to the Client. The Attending healthcare worker is performed by a doctor or nurse.
• "Legal relationship" – the relationship between the Provider and the Client based on the relevant provisions of § 12 of Act No. 576/2004 Coll. on healthcare or based on the concluded Agreement or Personal Care Management Agreement and consent to these GTC.
• "Services" – all services provided by the Provider according to the Agreement or Personal Care Management Agreement, including premium Non-medical Services, healthcare and related services, as well as other services ordered by the Client that are not of a healthcare nature.
• "ADR Act" – Act No. 391/2015 Coll. on alternative resolution of consumer disputes as amended.
• "Healthcare" – a set of activities according to § 2 para. 1 of the Healthcare Act (prevention, dispensarization, diagnostics, treatment, research, nursing care, etc.) with the aim of prolonging life and improving the quality of life of the Client.
• "Medical documentation" – a set of data on the Client's health status and provided healthcare according to § 2 para. 6 of Act No. 576/2004 Coll. on healthcare, services related to the provision of healthcare and on amendments to certain acts.
• "Healthcare Act" – Act No. 576/2004 Coll. on healthcare, services related to the provision of healthcare and on amendments to certain acts as amended.
• "Contracting parties" – the Client and the Provider jointly.
• "Remuneration" – the price for Services according to the currently valid price list of the Provider.

3.1 The Provider is a healthcare facility that provides in particular:

• a high level of material and technical provision and related services,
• effective Client management (appointment booking, processing requests during Operating hours through agreed communication channels),
• other online services that include prompt handling of Client requests,
• based on a special Agreement, ensuring Healthcare according to the nature of the Client's requests.

3.2 The Provider is entitled according to § 12 para. 2 of the Healthcare Act to refuse to conclude an Agreement or Personal Care Management Agreement if:

• it would exceed its bearable workload (does not apply to Clients with permanent/temporary residence in its healthcare district for general outpatient care),
• the personal relationship of the Attending healthcare worker to the Client or their legal representative excludes objective assessment of health status,
• the provision of care is prevented by the personal conviction of the Attending healthcare worker in case of artificial termination of pregnancy, sterilization or assisted reproduction.

3.3 Healthcare is provided to the Client only during the Office hours of the respective clinic included in the Provider's network through Attending healthcare workers.

3.4 By agreeing to these GTC, the Client undertakes to pay the Provider the price for the provided Services according to the current Price List.

3.5 Upon each arrival at the Provider's polyclinic, the Client is obliged to register at the Provider's reception and present identification documents necessary for the provision of Healthcare services.

3.6 Healthcare must be provided properly by the Provider through Attending healthcare workers. Healthcare is provided properly, i.e., all necessary procedures are performed for correct diagnosis and ensuring timely and effective treatment according to current medical knowledge.

3.7 The Client agrees that the Provider may fulfill obligations under the Agreement also through a third party, i.e., through Attending healthcare workers, even without further special consent of the Client. In cases according to the previous sentence, the Provider is liable to the Client as if fulfilling the obligations personally.

3.8 The Attending healthcare worker is obliged to instruct the Client according to § 6 of the Healthcare Act about the purpose, nature, consequences and risks of healthcare, about the options for choosing procedures and risks of refusal, comprehensibly, considerately, without pressure and appropriately to the Client's health condition.

3.9 Anyone who has the right to instruction according to the previous paragraph also has the right to refuse instruction. A written record will be made of the refusal of instruction, which will be signed by the person refusing instruction.

3.10 The Client decides about their own health and bears full responsibility for it. Healthcare is therefore provided by the Provider exclusively at the initiative or request, which the Provider respects.

3.11 The Provider may refuse the Client's request if fulfilling it would breach the obligation to provide healthcare properly according to § 4 of the Healthcare Act. The provision of Services and Non-medical Premium Services is possible only with the necessary cooperation of the Client (e.g., when transferring medical documentation).

3.12 The Provider is entitled to determine which Attending healthcare worker will provide Healthcare to the Client.

3.13 The Attending healthcare worker is obliged to maintain confidentiality about all information learned from the Client during the provision of Healthcare, unless otherwise stated in legal regulations, GTC or the Agreement.

3.14 The Client acknowledges that the Provider maintains and stores the Client's Medical documentation in accordance with the valid and effective legal regulations of the Slovak Republic.

4.1 When receiving Healthcare, the Client has the right under the conditions of the Healthcare Act in particular to:

• protection of dignity, respect for their physical and mental integrity,
• protection of health information and the right to protection of Medical documentation data,
• provision of information about their health status, either to them or to a person they demonstrably authorize (record in the doctor's findings with the Client's signature or notarized power of attorney),
• information about the purpose, nature, consequences and risks of providing healthcare, about the options for choosing proposed procedures and risks of refusing Healthcare,
• refusal of Healthcare except in cases where healthcare can be provided without informed consent according to this law,
• provision of instruction (also applies to a person authorized to act on behalf of the Client),
• confidentiality of all data concerning their health status, facts related to their health status, if the Attending healthcare worker is not released from this confidentiality in cases established by a special generally binding legal regulation,
• relief of suffering and humane, ethical and dignified treatment by Attending healthcare workers,
• request an extract from Medical documentation and the right to inspect Medical documentation, make excerpts and request copies of Medical documentation; inspection of Medical documentation may be refused to the Client if established by a special legal regulation (e.g., if the Provider provides Healthcare to the Client in the specialization field of psychiatry or clinical psychology, if it would negatively affect the Client's treatment - Act No. 576/2004 Coll. on healthcare, services related to the provision of healthcare and on amendments to certain acts),
• properly provided Healthcare,
• respect for their time or the time of their legal representative, that agreed examination dates are observed in accordance with time possibilities and the specific situation at the Provider.

4.2 The Client is obliged to:

• truthfully and completely inform the Attending healthcare worker about all facts concerning their health status and answer questions truthfully,
• inform the Attending healthcare worker about treatment methods the Client has already undergone (including alternative or supplementary supportive treatments and nutrition),
• notify the Provider of any change in their personal data provided for Client registration purposes, as well as any change in their health insurance company, without delay.

4.3 The Client is responsible for the correctness, truthfulness, completeness, timeliness and promptness of information provided to the Provider and the respective Attending healthcare worker in connection with the provision of Services and acknowledges that concealing or distorting information may lead to incorrect diagnosis or incorrectly determined therapy and/or treatment.

4.4 If healthcare is provided to an incapable person (a minor under 18 years without full capacity or a person with limited capacity), they are represented by a legal representative or a representative appointed by the court. The Provider is entitled to request the original court decision and make a copy.

5.1 The scope and conditions for providing Non-medical Premium Services are published on the Provider's website.

5.2 Non-medical Premium Services are an integral part of the Provider's Services and are charged according to the Price List. For packages (Annual Personal Care Programs, Premium Preventive Examinations/Programs, Discounted Clinic Packages, One-time Client Management Service Packages), the Client acknowledges that they pay for Non-medical Premium Services, not for healthcare as such.

5.3 The Provider proceeds with professional care when providing services to the Client, according to the Client's instructions and in accordance with the Client's interests.

5.4 The basic duration period of individual Non-medical Premium Services packages - Annual Personal Care Programs (does not apply to Premium Preventive Examinations/Programs and Discounted Clinic Packages and One-time Client Management Service Packages) is 12 months. In case of a special agreement, the Client and Provider are entitled to agree on a different period.

5.5 The Provider is obliged to provide Non-medical Premium Services only if the Client has paid the Remuneration properly and on time. If the Remuneration is not paid properly and on time, the Provider is entitled to refuse provision of Non-medical Premium Services until payment (except for acute emergency and life-threatening conditions, if the Client is already at the polyclinic).

5.6 If the Contracting parties have concluded an Agreement or Personal Care Management Agreement, the provision of Services begins with the period for which the Service was purchased by the Client.

6.1 The current Price List and list of health insurance companies with which the Provider has a healthcare provision contract are available at the Provider's healthcare facility and on the Provider's website (klinikapupava.sk).

6.2 The valid version of the Price List is in all circumstances considered to be the version published on the Provider's website (klinikapupava.sk).

6.3 The price for the Service is generally paid in advance, unless otherwise agreed or the nature of the Service does not require advance payment. In exceptional cases, the fee is paid immediately after the Service is provided.

6.4 For Annual Personal Care Programs, payment is always made in advance for the entire validity period of the respective Annual Personal Care Program. The day of service delivery is always the 1st (first) day of validity of the selected new/prolonged Annual Personal Care Program. For Annual Personal Care Programs after the program's validity period expires, the remuneration for the next period is due no later than the tenth day after the previous validity period expires, in the amount according to the Provider's Price List valid on the day of payment. If the Client's delay in monetary payment exceeds 30 (thirty) days, the Provider is entitled to withdraw from the Agreement by written notice of withdrawal delivered to the Client.

6.5 Remuneration for unused but already paid Service packages of individual personal care programs is not refunded to the Client, which the Client expressly agrees to, unless otherwise stated in the GTC.

6.6 When ordering healthcare or examination (including orders through e-diary), the Client has the right to cancel the appointment, and the Client has the right to cancel the appointment for examination/premium examination or set of examinations, provided that the Client is obliged to inform the Provider of this fact by the Provider's phone number or by email at recepcia@klinikapupava.sk:

• if the Client cancels the appointment to which the Client was booked at least 24 full hours before the respective appointment, 100% of the price for the ordered Service according to the Agreement that the Client already paid to the Provider will be returned in the form of non-transferable credit to another person, or an alternative appointment will be provided by agreement;
• if the Client cancels the appointment to which the Client was booked less than 24 full hours before the respective appointment (or does not show up for the agreed appointment without canceling 24 full hours in advance or cancels the appointment less than 24 full hours in advance), the Provider has the right against the Client to payment of a cancellation fee of 100% of the price of the procedure/service, which covers all costs associated with reserving the appointment and blocking the working time of professional staff. The Provider may exercise the right to a cancellation fee also for advance payment of the procedure/service and also in case the Client has not yet paid for the procedure/service in advance.
• The cancellation fee may also be applied to a Client who has purchased an annual program that requires additional payment and will be charged in accordance with the current price list in full.
• Remuneration for unused but already paid High-dose Vitamin C Infusion Therapy Service – if during the first examination the doctor finds that the Client is not a suitable candidate for high-dose vitamin C administration with five infusion therapies for health reasons, the paid amount will be refunded to the Client except for €45 for the One-time Client Management Service Package with an internist/general practitioner.

7.1 The Contracting parties undertake to resolve any disputes or misunderstandings arising from the Legal relationship primarily through mutual communication and agreement.

7.2 The Provider is not liable for any damage that may arise to the Client as a result of using the portal on the Provider's website (klinikapupava.sk), registration on the said portal or cancellation of registration, or due to providing false or incomplete data by the Client. The Provider is also not liable for damage caused to the Client by (i) malfunction of technologies, software or unavailability due to damage to software or hardware or by a third party, (ii) malfunction, complete or partial unavailability of the respective portal, (iii) connectivity failure or unavailability of internet, or in case of power failure, (iv) force majeure, which includes a hacker attack or other type of attack on the Provider's portal.

7.3 In every discrepancy arising between the Client and the Provider, the contracting parties undertake to proceed in a way that does not damage the good name of the other party.

7.4 If the Provider and the Client do not settle a potential discrepancy through a special agreement, the courts of the Slovak Republic have jurisdiction over potential disputes.

7.5 Liability for damage is governed by the relevant provisions of the Civil Code, whereby the Provider is liable for damage caused to the Client by breach of the Provider's obligations under the Agreement or Personal Care Management Agreement, limited to a maximum of the amount of remuneration paid by the Client for the respective service provided by the Provider to the Client.

7.6 For the avoidance of doubt, the Client and Provider acknowledge that the Provider is liable to the Client for any damages and claims arising from improper provision of Healthcare only if the Provider itself is the provider of Healthcare from which the liability claim arose.

8.1 The Agreement is concluded for an indefinite period unless the Agreement or these GTC provide otherwise. The Personal Care Management Agreement is concluded for a definite period – namely a period of 12 months, unless the parties agree otherwise.

8.2 In accordance with § 12 para. 10 of the Healthcare Act, the Agreement or Personal Care Management Agreement terminates:

• By agreement of the Provider and the Client;
• based on written withdrawal from the Agreement or Personal Care Management Agreement by the Client or the Provider;
• termination of the Provider without legal successor;
• death or termination of the Client.

9.1 Before registering on the portal, the Client is obliged to familiarize themselves with these GTC. By registering, they confirm their unconditional consent to the GTC and undertake to comply with them.

9.2 During online registration, the Client is obliged to provide current and truthful data (name, surname, date of birth, email or phone). Registration is voluntary and can be cancelled at any time.

9.3 In case of use of the Provider's web portal by the Client in a manner that is contrary to good morals (even once) or is not in accordance with these GTC, the Provider reserves the right to immediately cancel the Client's registration from the Provider's web portal without any compensation.

9.4 Registration and use of the Provider's web portal is permitted only to persons over 18 years of age who have full legal capacity.

9.5 The Client is obliged to keep their username and password to the Provider's web portal secure to prevent misuse of these data. The Provider is not liable for their leakage or misuse.

9.6 The Provider's web portal allows the Client to manage appointments for the provision of Healthcare based on an electronic order.

9.7 The Contracting parties unconditionally agree that orders for any services of the Provider through the Provider's web portal become valid upon proper completion of the form.

9.8 Appointment reservation is secured by proper and timely payment in accordance with the valid Price List and the Provider reserves the right to cancel the appointment if it is not paid correctly and on time.

10.1 Given that the Slovak Republic is bound by valid legal regulations of the European Union, these GTC are considered, in case One-time Client Management Service Packages are purchased via the internet, as a distance contract between the Client as a consumer and the Provider as a service supplier.

10.2 The Client has the right to withdraw from the purchase of a One-time Management Service Package without giving a reason within 14 days from purchase. The Client must clearly inform the Provider of the withdrawal (in writing by post or email to recepcia@klinikapupava.sk). The deadline is met if the notification is sent before its expiry. Upon valid withdrawal, all payments for unperformed Non-medical Premium Services will be refunded to the Client.

10.3 The supervisory authority is the Slovak Trade Inspection, SOI Inspectorate based in Bratislava for the Trnava Region, Pekárska 23, 917 01 Trnava.

10.4 Alternative resolution of consumer disputes takes place through an authorized legal entity registered in the list maintained by the Ministry of Economy of the Slovak Republic. The list of alternative dispute resolution entities is available at www.mhsr.sk.

10.5 The Client has the right to choose the authorized legal entity through which they want to alternatively resolve a dispute with the Provider. The requirements for initiating alternative dispute resolution, as well as the course of proceedings, are set out in the ADR Act. The ADR Act also includes a form for initiating proceedings. Alternative dispute resolution must in principle be completed within 90 days from its commencement. The result is the conclusion of an agreement on dispute resolution, or the issuance of a non-binding reasoned opinion of the authorized legal entity.

10.6 In addition to the right to alternative dispute resolution through a selected entity according to these GTC, the Client as a consumer also has the right to use the European Online Dispute Resolution (ODR) platform established by the European Commission to facilitate independent, impartial, transparent and fair out-of-court online dispute resolution between consumers and traders, in the language chosen by the consumer. The consumer may use the ODR platform for alternative resolution of their dispute.

11.1 The Provider processes the Client's personal data based on valid and effective legal regulations of the Slovak Republic, in particular Act No. 18/2018 Coll. on Personal Data Protection.

11.2 The Client acknowledges that the Provider processes the Client's personal data for the purposes and under the conditions set out in the personal data protection information published on the Provider's website.

12.1 The Provider is entitled to unilaterally amend these GTC. Unless relevant legal regulations provide otherwise, the Provider will notify the Client of changes and amendments to these GTC by publishing them on the Provider's website.

12.2 Legal relations between the Provider and the Client that are not regulated by these GTC or the Agreement are governed by the legal order of the Slovak Republic, in particular the Healthcare Act, the Healthcare Providers Act and related regulations.

12.3 If any provision of the GTC is invalid, illegal and/or unenforceable, the other provisions remain in force. The Provider is entitled to immediately replace such provision with a valid provision that most closely corresponds to the original purpose of the provision.

12.4 These GTC and the documents they refer to, together with legal notices and rules published on the Provider's website, constitute the complete agreement between the Client and the Provider regarding the use of the Provider's Services.

12.5 Rights and obligations whose nature implies that they should remain valid and effective even after termination of the Legal relationship do not lose validity or effectiveness even after its termination. In particular, but not exclusively, this applies to provisions on limitation or exclusion of liability and indemnification.

12.6 By signing the Agreement or Personal Care Management Agreement, as well as by ordering an appointment through the Provider's e-diary, the Client confirms that they have familiarized themselves with these GTC, fully understood their content, and unconditionally agree with them.

12.7 The validity and effectiveness of these General Terms and Conditions takes effect on January 26, 2026.