APPOINTMENT CANCELLATION POLICY

Cancellation, rescheduling and refund conditions for BiohaQ services

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This policy (hereinafter the "Policy") governs the conditions under which Customers may cancel or reschedule services purchased via www.biohaq.ro and provided by appointment by Biohack Labs S.R.L. (the "Provider"). The Policy forms an integral part of the Terms and Conditions of use of the Website.

Art. 1. Purpose and scope

(1) The Policy applies to all services provided by appointment (intravenous therapies, InBody 770 scanning, VO₂ Max testing, cryotherapy (IceLab), hyperbaric oxygen therapy (HBOT), transcranial magnetic stimulation (EXOMIND), personalised plans and other services displayed on the Website).

(2) The Policy must be read together with the Terms and Conditions, in particular the provisions on the Consumer's right of withdrawal.

Art. 2. Definitions

a) Appointment – the booking of a specific time slot for the provision of a Service;

b) Cancellation – the Customer's withdrawal from an Appointment, without setting a new date;

c) Rescheduling – the Customer's change to the time slot of an existing Appointment, with a new date being set;

d) Non-attendance (no-show) – the Customer's failure to attend the Appointment within the agreed time slot, without prior cancellation/rescheduling under the conditions of this Policy;

e) Right of withdrawal – the Consumer's statutory right to withdraw from the distance contract within 14 days, in accordance with Government Emergency Ordinance (OUG) no. 34/2014.

Art. 3. Making and confirming Appointments

(1) After purchasing a Service, the Customer sets the Appointment through the channels indicated on the Website (for example: telephone, e-mail, online booking system, if available). The Appointment is deemed confirmed when the Provider communicates the reserved time slot.

(2) For services with a medical component, actual provision is conditional upon the prior assessment and the absence of any contraindications.

Art. 4. Right of withdrawal (14 days) – Services not yet started

(1) A Consumer who has purchased a Service at a distance may withdraw from the contract within 14 days of its conclusion, without giving any reason.

(2) If the withdrawal occurs before the Service has been provided, the Consumer is entitled to a full refund of the amounts paid, without any cancellation fee being withheld, within no more than 14 days from the date on which the Provider is informed.

(3) Withdrawal is communicated by means of an unequivocal statement, sent to office@q-clinic.ro.

Art. 5. Services requested during the withdrawal period. Full/partial provision

(1) If the Consumer wishes provision of the Service to begin within the 14-day period, the Provider will ask them for an express request to that effect, as well as confirmation that, once the Service has been fully provided, they will lose the right of withdrawal.

(2) Once the Service has been fully provided under these conditions, the right of withdrawal can no longer be exercised and the amounts paid are not refunded.

(3) In the event of withdrawal after provision has begun but before it has been completed, the Consumer owes an amount proportionate to the part of the Service actually provided, and the remaining amounts are refunded.

Art. 6. Cancellation and rescheduling at the Customer's initiative

(1) Independently of the right of withdrawal, for reasons relating to the organisation of medical activity and the allocation of resources (staff, materials, equipment), the Customer may cancel or reschedule an Appointment under the following conditions:

a) At least 24 hours before the scheduled time slot: cancellation and rescheduling are free of charge; the amount paid is kept for a new Appointment or, where applicable, refunded under the conditions of Art. 4.

b) Less than 24 hours before the scheduled time slot: rescheduling is possible subject to availability; the Provider may withhold 10% of the price of the Service as damages for the reserved time slot and the resources allocated, under Art. 1538 et seq. of the Romanian Civil Code.

c) For well-founded and documented medical reasons of the Customer (for example, by means of a medical document): cancellation and rescheduling are free of charge, regardless of when notice is given.

(2) Precedence of the right of withdrawal. The amount withheld under paragraph (1)(b) does not apply where the Customer, acting as a Consumer, validly exercises the right of withdrawal for a Service that has not yet been provided; in such a case, Art. 4 (full refund) applies.

(3) The above time limits may be applied differently depending on the type of Service, where this is communicated to the Customer at the time the Appointment is made.

Art. 7. Non-attendance at the Appointment (no-show)

(1) In the event of non-attendance at the Appointment, without prior cancellation/rescheduling under the conditions of Art. 6, the Provider may withhold 100% of the price of the Service as damages for the reserved time slot and the resources allocated.

(2) Precedence of the right of withdrawal. In this situation too, if the Service has not been provided and the Customer, acting as a Consumer, validly exercises the right of withdrawal within the statutory period, they are entitled to a full refund in accordance with Art. 4.

Art. 8. Cancellation/rescheduling at the Provider's initiative

(1) The Provider may cancel or reschedule an Appointment for justified reasons (unavailability of medical staff, technical reasons, force majeure, etc.), in which case it notifies the Customer as soon as possible.

(2) In these situations, the Customer may choose between a new Appointment, on a convenient date, or a full refund of the amounts paid for the Service concerned, at no additional cost.

Art. 9. Contraindications and medical reasons

(1) If, during the prior assessment or in the course of provision, the medical staff identify a contraindication or a risk to the Customer's health, the Service is not provided or is discontinued, in the Customer's interest.

(2) In such cases, the Customer may opt for a suitable alternative service or for a refund of the price of the Service not provided. The cost of the medical assessment actually carried out is not withheld.

(3) Failure by the Customer to provide correct and complete health information, where this makes provision impossible, is treated in the same way as the situation in Art. 6(1)(b) or, as the case may be, Art. 8.

Art. 10. How to cancel/reschedule

(1) Cancellation or rescheduling requests are sent via: 0721.376.263, e-mail: office@q-clinic.ro. The date and time of the communication determine which of the time limits in Art. 6 applies.

(2) The Provider confirms receipt of the request on a durable medium (usually by e-mail).

Art. 11. Refunds

(1) Refunds are made using the same means of payment used by the Customer, within no more than 14 days from the date on which the right to a refund becomes applicable, without any fees being charged to the Customer.

(2) For card payments, the actual time for the amount to be credited may depend on the payment processor and the issuing bank.

Art. 12. Packages, subscriptions and vouchers

(1) For packages, subscriptions or vouchers, the cancellation, validity and refund conditions apply as displayed at the time of purchase. In the absence of special provisions, this Policy applies. The validity period of vouchers/packages is 60 days from the date of purchase.

(2) Where services within a package have already been provided, the refund is calculated in proportion to the unused part, except where the law provides otherwise.

Art. 13. Force majeure

The parties are not liable for failure to perform their obligations caused by force majeure, within the meaning of Art. 1351 of the Romanian Civil Code. In such situations, the Appointment is rescheduled or, at the Customer's request, the price of the Service not provided is refunded.

Art. 14. Contact and final provisions

(1) For any matter relating to this Policy, the Customer may contact the Provider at: 0721.376.263, contact e-mail office@q-clinic.ro.

(2) This Policy is supplemented by the Terms and Conditions of use of the Website and by the applicable legal provisions.

(3) The Provider may update this Policy; the applicable version is the one in force on the date of the Appointment.

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By placing the Order and making the Appointment, the Customer confirms that they have read and understood this Appointment Cancellation Policy.