Terms and conditions of contract

2. Services

• Medical consultation: an in-person or online consultation in which your details are recorded, you are examined or interviewed, and it is determined whether there is a clinical indication and what the plan would be. It is the mandatory starting point for any treatment.
• Follow-up programmes: services provided on a periodic basis (monthly or in cycles) that include a plan, reviews and support from the medical team.
• Treatments and procedures: specific in-person healthcare procedures, subject to a medical indication and prior informed consent.
• Getaways: stays that combine consultation, treatment and, depending on the format, accommodation and transfers.
• The details of each service are those set out on the corresponding page and, above all, those specified in writing in your quotation and informed consent, which prevail over the general information on the website.

3. Prices and payment

• The prices shown on the website are indicative and are stated as amounts 'from', unless expressly indicated otherwise. The final price is that stated in the quotation provided to you after the consultation.
• Prices include applicable taxes. Healthcare services may be exempt from VAT under current regulations; the specific tax treatment is reflected on the invoice.
• Payment is made using the methods enabled at the time (card via a secure payment gateway, bank transfer, or such other methods as may be indicated). Rejuvelook does not store your full card details.
• The consultation is paid for at the time of booking or of the consultation, as indicated. Its amount is deductible from the treatment subsequently contracted, if any, on the terms communicated to you.
• Follow-up programmes are invoiced periodically until you cancel them, with the notice period indicated in the cancellations section.

4. Absence of medical indication

Contracting a consultation does not guarantee that a treatment will be carried out. If, after assessing you, the professional concludes that there is no indication, that the timing is not appropriate, or that there is a better alternative, they will inform you and the procedure will not be carried out.

In that case, the amount paid for the consultation corresponds to the service actually provided. Amounts paid on account of a treatment that is not carried out will be refunded or reallocated to the alternative plan you agree on, at your choice.

This clause exists for your protection: the clinical decision is never influenced by what you have paid.

5. Right of withdrawal

If you contract at a distance and have the status of consumer, you have a period of fourteen calendar days to withdraw from the contract without needing to give a reason, in accordance with Royal Legislative Decree 1/2007.

To exercise this right, it is enough to notify us of your decision unambiguously at [email protected] before the period ends. We will refund the amounts received using the same means of payment, without undue delay.

Please note two limits provided for by the law itself: if you expressly request that the service begin during the withdrawal period and the service is fully performed, the right lapses once performance is complete; and if you withdraw after the service has already begun, you must pay the proportional part of what has already been provided.

Withdrawal does not apply to healthcare procedures that have already been carried out.

6. Appointments, cancellations and getaways

• Consultation appointments: you may change or cancel them by giving at least [PLAZO] notice. Cancellations with less notice, or failure to attend without notice, may result in loss of the consultation fee, since the time slot is reserved exclusively for you.
• Follow-up programmes: you may cancel the renewal at any time by giving at least [PLAZO] notice before the next billing date. Cancellation takes effect at the end of the period already paid for, with no penalty.
• Getaways: bookings require a deposit of 30% of the amount. The remainder is paid during the stay.
• Cancellation of getaways by you: up to [PLAZO] before the date, the deposit is reallocated to new dates; after that point, the deposit covers the costs already committed to third parties (accommodation, transfers) and is non-refundable to that extent.
• Cancellation by us: if, for a reason attributable to Rejuvelook, we are unable to provide the service, we will offer you new dates or a full refund of the amounts paid, at your choice.

7. Patient's obligations

For us to be able to treat you safely, we need the information you provide to be truthful and complete, in particular your medical history, allergies and any medication you are taking. Omitting relevant information may compromise your safety and the outcome.

You must also follow the pre- and post-treatment care instructions given to you and attend the scheduled follow-up appointments.

8. Outcomes

Healthcare services are provided as an obligation of means, not of result: we undertake to make available to you the appropriate indication, the correct technique, the necessary means and follow-up, but we cannot guarantee a specific outcome.

The scope of this provision is set out in detail in the medical notice.

9. Clinical records and consents

The provision of healthcare services involves opening and maintaining your clinical record in accordance with the Spanish Law 41/2002 on patient autonomy (Ley 41/2002), and signing the corresponding informed consent forms before each procedure.

The processing of your data is governed by our privacy policy.

10. Complaints and dispute resolution

You may address any complaint to [email protected] or to our registered address. We have official complaint forms available to consumers.

If you are a consumer resident in the European Union, you may make use of the alternative dispute resolution mechanisms made available under the applicable regulations. This is without prejudice to any judicial action available to you before the courts of your domicile.