TERMS AND CONDITIONS FOR THE PROVISION OF SERVICES AND THE WEBSITE

(www.portalpacjenta.psychiatrzy.warszawa.pl, the websites www.centrumdladzieci.pl and www.sensosenso.pl)

§1. General provisions

1. Definitions:

• Service provider – Centrum Terapii Dialog Feldman Nowak sp.k., 19/18U Stryjeńskich Street, 02-791 Warsaw
• The Patient Portal – a website operated by the Service Provider at the following address: https://portalpacjenta.psychiatrzy.warszawa.pl
• Terms and Conditions – these terms and conditions governing the provision of electronic services by the Service Provider
• User – a natural person with full legal capacity who (i) has registered on the Website, or (ii) has booked an appointment with a Specialist via the Patient Portal
• Specialist – a member of the Service Provider’s staff who is a doctor, psychologist, therapist or any other person not listed above who carries out activities relating to healthcare services and provides healthcare or medical services
• Registration – the process of creating an account
• Account – an entry in the Patient Portal database relating to Users or which grants access to specific Services
• Service – a service provided electronically, consisting of the sending and receiving of data via public telecommunications and information technology systems at the individual request of the service recipient – the User – without the parties being physically present at the same time

§2 Rules on advance payment for appointments at the Dialog Therapy Centre

1. Appointments at the Dialog Therapy Centre:

• carried out remotely (online via the Patient Portal or by telephone);
• in-person sessions with specialists in child and adolescent health;
• diagnostic services (including diagnostic packages) provided by paediatric and adolescent specialists
• an initial face-to-face appointment with the relevant specialist;
• and home visits;

must be paid for within 60 minutes of booking the appointment.

2. Failure to pay for the appointment within 60 minutes of booking it will result in the appointment being cancelled. The patient will be notified of the cancellation via text message to the number provided at the time of booking.

3. Fees for meeting or training packages (i.e. the ‘Psychologist in Practice’ course, online workshops, training sessions, group meetings) must be paid in advance. The amount is non-refundable once the meetings or training sessions have begun.

§3 Rules for rescheduling or cancelling appointments requiring advance payment

1. Patients may reschedule or cancel a booked appointment free of charge up to 48 hours before the scheduled start time of the appointment.
2. Appointments may be cancelled in accordance with point 1, paragraph 2, via the patient’s account on the Patient Portal, by telephone during the clinic’s opening hours on 22 436 83 50, or by email during the clinic’s opening hours to przychodnia@terapiadialog.pl.
3. It is not possible to change the date of a scheduled appointment if there are less than 48 hours until the appointment is due to start.
4. If an appointment is cancelled less than 48 hours before the scheduled start time, the patient will be liable for the full cost of the appointment and will not be entitled to a refund for that appointment.
5. Booking and paying for an appointment scheduled to take place within 48 hours of the booking being made means you will no longer be able to reschedule it; should you cancel it, you will be liable for the full cost.
6. If an appointment is not cancelled and the patient does not attend, the service is deemed to have commenced at its scheduled start time.

§4 Rules governing refunds for appointments requiring advance payment

1. A refund for a missed appointment is only possible if the patient cancels it more than 48 hours before the scheduled appointment.
2. A refund for an appointment that was paid for in advance and cancelled in accordance with these terms and conditions will be issued within 7 days of the cancellation: a) to the bank account from which the payment was made – in the case of a payment made via the Patient Portal, b) to the bank account number provided to a member of staff in the Patient Services Department at the time of cancelling the appointment – in the case of a payment method other than that specified in point (b).
3. If the account number referred to in point 2(b) of these terms and conditions is not provided, the payment for the appointment will be treated as an overpayment and may be used by the patient to pay for another appointment, service or item at the Dialog Therapy Centre.
4. If an appointment is cancelled by the Dialog Therapy Centre less than 48 hours before its scheduled start time, the patient is entitled to a full refund for that appointment.
5. a) In the case of a remote consultation, the patient should be ready for the scheduled consultation at the agreed time; if the patient cannot be reached within 10 minutes of the scheduled start time, despite attempts to contact them, the consultation cannot take place, and in such a situation, the patient is not entitled to a refund.
   b) In the case of a home visit, the patient should be ready for the scheduled visit at the agreed time at the address provided when booking the appointment or communicated no later than 48 hours before the scheduled appointment time; the patient’s absence from the agreed address 30 minutes before the scheduled appointment time, or a refusal to allow the doctor into the premises, will prevent the appointment from taking place, and in such a situation the patient is not entitled to a refund.
   c) In the case of an in-person appointment, the scheduled start time of the appointment is deemed to be the start of the service (provided the appointment has not been cancelled in advance in accordance with the terms and conditions), if the patient fails to attend the appointment, the service is deemed to have been provided and the patient is not entitled to a refund.
   d) If a patient is 10 minutes late for an in-person appointment, the doctor, due to insufficient time to carry out the examination and consultation properly, has the right to refuse to see the patient; in this situation, the patient is not entitled to a refund for the appointment.
6. When booking appointments to be conducted remotely, the User and the Service Provider undertake to use video and/or audio equipment. The equipment must ensure a good-quality connection. The User declares that they have the appropriate devices, software and internet connection to enable them to use the service. No refund shall be payable if the appointment does not take place for technical reasons attributable to the User (e.g. failure to log in to the Patient Portal at the appointed time, lack of internet access, or if the telephone number cannot be reached), nor if the User fails to ensure safe conditions for the consultation, e.g. if, during the consultation, they are driving a car or carrying out other activities that pose a risk or hinder the proper conduct of the consultation.
7. Failure to provide an address for the home visit at the time of booking, or at least 48 hours before the scheduled start of the visit, will make it impossible to carry out the visit, and in such circumstances the patient will not be entitled to a refund.
8. In the event of a delay in the start of an appointment, caused by a specialist at the Dialog Therapy Centre, amounting to more than 10 minutes from the scheduled start time of the appointment, the patient may inform the Patient Services Department that they are cancelling the appointment whilst retaining the right to a refund.
9. In the case of telephone consultations, a specialist from the Dialog Therapy Centre: a) may contact the patient from 30 minutes before the scheduled start time of the consultation – please be ready to take part in the consultation during this time,b) will make three attempts to contact the patient – if the patient fails to answer or rejects the call on three occasions, this will be deemed a no-show, resulting in the loss of any entitlement to a refund of the consultation fee,c) may contact the patient using a withheld number – the patient must ensure that their device does not block incoming calls from withheld numbers; if the patient does not answer the call because incoming calls from withheld numbers are blocked, the consultation is deemed not to have taken place due to technical issues on the patient’s end; at the same time, the patient will not be eligible for a refund for that consultation,
   d) telephone consultations may only be conducted via Polish telephone numbers.
10. The patient will not be refunded if they fail to attend an in-person appointment at the scheduled time, or if they fail to present a document enabling their identity to be verified before the service is provided (identity card, driving licence, passport).

§5. Terms of use of the Patient Portal

1. The Service Provider offers, amongst other things, the following Services: it provides a search tool for appointments with Specialists affiliated with the DIALOG Therapy Centre; it enables users to book appointments with Specialists affiliated with the DIALOG Therapy Centre; enables users to complete a consent form for the electronic transfer of medical records, enables users to request medical records from the DIALOG Therapy Centre, and provides access to codes for e-prescriptions and consultation recommendations.
2. Access to all the services on the Patient Portal is free of charge.
3. To book an appointment with a specialist, you will need to provide your first name, surname, telephone number and PESEL number.
4. Any User may book an appointment with a Specialist via the Patient Portal, provided that they verify their mobile phone number by entering a code which is sent each time a booking is made to the phone number provided by the User.
5. Booking an appointment with a Specialist is only possible if the User gives their explicit consent for the Service Provider to process their personal data relating to their state of health (Article 9(2)(a) of Regulation 679/2016, the so-called GDPR) and to the disclosure of such data to the selected Specialist. The Service Provider informs you that failure to consent to the processing of your personal data will prevent you from booking an appointment via the Patient Portal.
6. When booking an appointment via the system, the user creates an account on the Patient Portal. To register, the user completes the form available at https://portalpacjenta.psychiatrzy.warszawa.pl/pl/register, providing the following details: first name, surname, telephone number, email address and PESEL number. By creating an account on the Patient Portal, the user simultaneously consents to the processing of their data, as well as to being contacted by telephone or email as necessary to arrange appointments.
7. When registering, the User sets their own account password, which they will use to log in to the system.
8. Once logged into the system, the User can, amongst other things, book an appointment, view their appointment history, cancel appointments and pay for appointments.
9. The Service Provider grants Users access to their own personal data and enables them to correct and update it via their account on the Patient Portal or by contacting the Patient Services Department at the DIALOG Therapy Centre.
10. The User is responsible for the security and confidentiality of their Profile password. The Service Provider shall not be liable for any unauthorised access to the Account resulting from a third party gaining access to the password. If the User suspects that their password may have been disclosed to third parties, they undertake to change their password immediately or to contact the Service Provider for this purpose.
11. The Service Provider will make every effort to ensure the Website operates correctly and will provide assistance in resolving any issues relating to its operation.
12. Users can pay for all their appointments via the Patient Portal.
13. When arranging appointments to be conducted remotely, the User and the Service Provider undertake to use video and/or audio equipment. The equipment must ensure a good-quality connection. The User declares that they have the appropriate devices, software and internet connection to enable them to use the service.
14. Patient appointments are scheduled for a specific date and time.  Due to the nature of the consultations, there may be occasions when a consultation with a specialist runs over time. We therefore kindly ask patients to allow extra time in case of a prolonged wait for their appointment. Thank you for your understanding.
15. The User accepts that, in exceptional circumstances, appointments booked via the Portal may not take place due to technical issues; in such cases, representatives of the Service Provider (Patient Services Department) will contact the User to arrange an alternative appointment time.
16. Any objections, as well as comments, suggestions and errors on the website, can be reported by emailing: przychodnia@terapiadialog.pl
17. In matters not covered by these Terms and Conditions, the provisions of the Act on the Provision of Electronic Services and the Act on Copyright and Related Rights shall apply.

§6. The first psychotherapy consultation, a ‘trial session’, costs 125 PLN.

1. From 24 March 2025, patients will be able to book an initial psychotherapy consultation with a psychologist/psychotherapist at the Dialog Therapy Centre for PLN 125, hereinafter referred to as the ‘Trial Session’, provided that the criteria set out in point 3 are met.
2. The services covered by the ‘Trial Session’ programme are determined by the Dialog Therapy Centre and are subject to change at any time.
3. Criteria for eligibility for a “Trial Session” at a cost of 125 PLN:
   – applies to patients who, as of 24 March 2025, have not had an appointment with a psychologist or psychotherapist at the Dialog Therapy Centre;
   – each patient may take advantage of the “Trial Session” only once;
   – a patient may only take advantage of the “Trial Session” for 125 PLN if, when paying for the appointment via the Patient Portal, they enter and use the CODE “SesjaProbna”; each patient may only use the CODE once, regardless of whether the service is actually provided,
4. A patient may take advantage of a “Trial Session” only if they are not, at the same time, making use of any other discounts available at the Dialog Therapy Centre.
5. The number of “Trial Sessions” available is limited. Once the quota has been used up, it will no longer be possible to take part in “Trial Sessions”.
6. The terms and conditions governing the use of the “Trial Session” may be amended at any time, and the Dialog Therapy Centre is under no obligation to provide notice of such changes.

§7. Diagnostic packages 

1. The Dialog Therapy Centre offers the option of registering a minor for psychological assessment packages.
2. A detailed description of the package is available at: https://www.psychiatrzy.warszawa.pl/dla-dzieci/
3. Before signing up for the package, the Service Provider recommends that you attend a consultation with a diagnostician to confirm whether the diagnosis in question is necessary and to assess the appropriate course of action for the diagnosis.
4. When registering a patient for a chosen psychological assessment package at the Dialog Centre for Children and Families (Dialog Therapy Centre), you must pay the fee in advance within a maximum of 1 hour of registration and book appointments for all sessions included in the package.
5. Each appointment included in the package is subject to the prepayment rules in force at the Dialog Centre for Children and Families (Dialog Therapy Centre) and may be rescheduled or cancelled no later than 48 hours before the scheduled appointment time.
6. If an appointment is cancelled in breach of the terms and conditions – that is, if there are fewer than 48 hours remaining before an appointment booked as part of a package – it is necessary to book an additional appointment with the diagnostician in order to complete the diagnostic process.
7. The package is valid for 6 months from the date of the first appointment; this means that the final appointment under the package must take place within 6 months of the date of the first appointment.
8. Due to the time required to prepare a written report, the next appointment can take place no sooner than two weeks after the penultimate appointment.
9. A written psychological report and recommendations following the diagnosis are issued and discussed during the final appointment included in the package.
10. In exceptional cases, an additional appointment outside the package may be recommended.
11. There is no additional charge for a written opinion.

§8. Rules governing participation in general development classes

1. Booking classes
   Bookings can be made by telephone by contacting the reception at Senso Senso or the Dialog Therapy Centre, or by replying to the text message requesting confirmation of attendance, which is sent to the telephone number .
2. Confirmation of
   attendance: Confirmation of attendance implies an obligation to pay for the class, even if you withdraw before it begins. Due to high demand, by confirming your attendance and then not attending the class, you are blocking a place for other people who wish to attend. In the event of absence after prior confirmation, the fee for the class must be paid or deducted from your pass.
3. Number of places
   The number of places on the course is limited. Places are allocated on a first-come, first-served basis.
4. Carers
   : During sessions, each child is accompanied by just one carer in the activity room. Parents are only permitted to use the activity room (TUS). They are not permitted to use other rooms without a therapist being present.

§9. Reviews published on the website www.centrumdladzieci.pl

1. Reviews submitted for publication are subject to verification and approval. The verification process takes at least 24 hours. If further verification of the review’s authenticity is required, this time may be extended.
2. Reviews published on the website may only relate to appointments attended at the Centrum Terapii Dialog clinics. A review will not be published if it relates to a patient’s treatment by a Specialist at a location or centre other than the Service Provider’s premises.
3. Information regarding the date of your visit and your contact details are required solely for verification purposes and will not be published anywhere. Your review will not be published unless you provide this information.
4. Any review posted must relate to the Service Provider. Only one review may be posted per incident or visit. Subsequent reviews relating to the same incident will not be published.
5. A review may not be published if the Service Provider or any other person considers that the published content infringes their rights, personal rights, public decency, feelings, morality, the principles of fair competition, or legally protected confidentiality,  undermines the education attained, contains false information, or alleges serious negligence or medical malpractice which has not been confirmed by a final and binding court judgement.
6. The review should be based on your own experiences. Reviews written by third parties will not be accepted. An exception is made where the patient is a child and a parent was present in the surgery, or where carers are describing a consultation involving an elderly or disabled person who is unable to post a review themselves.
7. All reviews are published on the website www.centrumdladzieci.pl

§10. The paid prescription service

1. At the Dialog Therapy Centre, in exceptional circumstances, a patient may be issued with a chargeable prescription outside of a consultation.
2. This service is available to patients who have had at least two appointments with a psychiatrist at the Dialog Therapy Centre, provided that no more than three months have passed since their last appointment.
3. A prescription issued without a consultation must be preceded by a consultation with a doctor that took place within the last 3 months; in other words, it is not possible to obtain two prescriptions in a row without a consultation.
4. To request a chargeable prescription without an appointment, please contact the Patient Services Department, which, once it has verified that the above criteria have been met, will arrange the service for a specified date.
5. A request for a prescription without a consultation will be forwarded to the doctor once the patient has paid for the service within 60 minutes of booking it via the Patient Portal. If payment is not made within 60 minutes, the service will be automatically cancelled.
6. Before paying for the service on the Patient Portal, the patient must complete the prescription order form, which will automatically appear on the Patient Portal after clicking the ‘Pay’ button next to the prescription service:
7. On the form, the patient completes a list of the medicines they take regularly, as prescribed by their attending doctor at the Dialog Therapy Centre, stating in turn: the name of the medicine, the dose, the dosage form and the required number of packs,
8. The patient declares that, at the time of placing this prescription order, they do not currently have any medicines that would ensure the continuity of their treatment for the next 28 days.
9. A doctor may issue a patient with a prescription for medicines for a maximum of 28 days’ treatment (regardless of the number of packs specified by the patient), calculated on the basis of the dosage specified by the attending doctor in the medical records.
10. Each time, after reviewing the medical records, the doctor assesses whether a prescription can be issued without a consultation, which means that they may refuse to issue a prescription to the patient or refuse to dispense some of the medicines ordered.
11. If a prescription is refused, the fees paid by the patient may be applied towards a subsequent appointment at the Dialog Therapy Centre or refunded to the patient’s bank account.
12. If a doctor dispenses only part of the prescribed medicines or fewer packs than the patient indicated on the form, the patient is not entitled to a partial or full refund for the prescription.
13. If you order and pay for a prescription without a consultation, you may cancel or reschedule the service no later than 48 hours before the scheduled time of the service.