VOSS MOBILE SPA General Terms and Conditions

September 2024

1. What do you need to consider before starting treatment?

1.1. Medical prescription

The requirement for a doctor’s prescription can be waived if you use the services of your physiotherapist exclusively for preventive purposes. The treatment provided by VOSS MOBILE SPA is exclusively preventive. Under professional law, preventive services may only be provided to healthy individuals. If you are suffering from pain, for example, or if you are aware of any other ailments that require treatment, please inform your physiotherapist immediately.

1.3. Medical History

Professional treatment requires a detailed initial assessment. Your physiotherapist is dependent on your assistance in this process. You will therefore be asked to inform your physiotherapist of any relevant previous illnesses, injuries and operations at your first appointment.

2. What you should know about the costs of treatment

2.1. Settlement of treatment costs

The costs of the treatment are based on a combination of individual services and the time required. A presentation of the cost centres on which this agreement is based can be found in the ‘SPA MENU’ section of the table (as at 09/2024) on the website.

2.2. Payment mode

Payment of the treatment costs must be made immediately after the therapy session. Your physiotherapist will issue you with receipts for each treatment.

You can agree the following payment methods with your physiotherapist:

    • Cash payment

    • Payment with Maestro, Visa or Mastercard

In exceptional cases (non-functioning Maestro or credit card, loss of card, etc.) we accept payment of treatment costs by bank transfer. Details of the payment deadline can be agreed with your physiotherapist. You will find the details on the invoice.

If you are in arrears with the agreed payment method, your physiotherapist reserves the right to charge interest on arrears at the legally permissible rate of 4%. For reminders sent in connection with claims that have not been paid by the due date, the reminder fees charged are Euro 8.00 for the first reminder, Euro 12.00 for the second reminder and Euro 15.00 for the third reminder. The total costs of treatment are therefore calculated from the fee claim plus any interest on arrears and reminder fees.

3. How is the therapy organised?

3.1. Personalised individual support

Once you have successfully booked your MOBILE SPA appointment, your physiotherapist will visit you at your hotel or at home. Your physiotherapist will be at your exclusive disposal for the duration of the treatment. He/she is your contact person for organisational and technical questions regarding the treatment.

You will agree with him/her on the areas that are important to you, such as …

    • Where to -> Treatment goal

    • How -> treatment measures

    • When -> Treatment appointments

    • How long? -> Duration of treatment

    • How often? -> Treatment frequency

    • Until when? -> Scope of treatment

    • How much? -> Cost of treatment

3.2. Your treatment

The service provided by your physiotherapist comprises all measures performed directly with and for you, in particular

    • Personalised individual treatment including diagnosis and advice

    • Treatment-related administration, appointment allocation

    • Preparation and follow-up necessary for the treatment, e.g. production, customisation and provision of individual therapy material

    • Documentation (medical history) and storage for 10 years, whereby you have the right to inspect and copy (€ 150 per hour – pro rata processing fee depending on expenditure).

    • If required/upon request: Compilation of individual findings that go beyond the documentation for submission to various bodies such as health insurance providers, attending physicians, private insurance providers and similar bodies (€ 150 processing fee per hour – pro rata processing fee depending on the work involved)

3.3. Principles of treatment by your physiotherapist

Law: Treatment is carried out in accordance with the relevant legal provisions, in particular the current version of the Federal Act on the Regulation of Higher Medical-Technical Services (MTD Act). (MTD Act)

Science: Your physiotherapist is guided by the latest scientific findings.

Self-determination: Your physiotherapist will make you a treatment proposal on the basis of the doctor’s prescription and the initial assessment. It is up to you to accept this offer or to discuss adjustments with your physiotherapist.

Confidentiality: All information that you provide to your physiotherapist is subject to a duty of confidentiality. It is assumed that an exchange of information for the purpose of treatment optimisation with the prescribing doctor as well as the other healthcare professionals named by you and involved in the treatment is desired. This information will not be passed on to any other person without your consent. Your physiotherapist will consult with you should it prove useful and necessary to pass on further information for medical and therapeutic reasons. The same applies to the passing on of documentation that is mandatory for legal reasons.

4. What is your part in a successful treatment?

Your physiotherapist will accompany you on your personal journey and provide you with advice and support. Treatment goals and measures are discussed and agreed during the initial assessment. Successful treatment requires that you provide your physiotherapist with information about your state of health and the examinations and treatments you have undergone to date in connection with your current complaints. Your physiotherapist will support you by asking specific questions.

Your co-operation is essential in order to achieve the best possible treatment success. Assistance may mean following certain instructions, repeating exercises you have learnt or refraining from certain actions.

If your physiotherapist gets the impression that the success of the treatment does not seem achievable, e.g. due to a lack of your assistance, your physiotherapist will talk to you about this and try to offer a solution.

5. How do you cancel an agreed treatment appointment?

If you are unable to attend an agreed treatment appointment, you are requested to inform your physiotherapist immediately – but no later than 24 hours before the agreed appointment (including at weekends and on public holidays by email, text message, WhatsApp, Facebook, voicemail). Otherwise, your physiotherapist reserves the right to charge you for the unattended appointment in the amount of the costs that you would have had to pay even if the treatment had been carried out. These costs cannot be claimed from the health insurance provider.

6. When does the treatment end?

The treatment usually ends by mutual agreement between you and your physiotherapist. Both you and your physiotherapist are also free to terminate the treatment at any time and without giving reasons. In particular, your physiotherapist will decide to discontinue the treatment if he/she is of the opinion that the treatment is not leading to the desired or agreed success or that other treatment measures are medically and therapeutically indicated.

The same applies, for example, if your physiotherapist no longer considers the treatment to be justifiable from a therapeutic point of view or if you fail to honour the agreed payment terms. In the event of premature termination, the treatment sessions that you have actually used will be charged. An exception to this are appointments that are not cancelled in good time (see above).