General Terms and Conditions for the Provision of Services of Terena OÜ

1. General Provisions

1.1. These General Terms and Conditions for the Provision of Services (“General Terms”) govern the legal relationship between Terena OÜ (“Terena”) and the patient, i.e. the client (“Client”), in connection with the provision of healthcare and wellness services.

1.2. These General Terms apply to all Services, regardless of whether they are provided during an in-person appointment or remotely.

1.3. These General Terms form an integral part of the Service Agreement together with Terena’s instructions, price list, data protection terms, and other documents published on Terena’s website.

1.4. In the event of any inconsistency, the documents shall apply in the following order:

agreements between the parties concluded in a form that allows written reproduction;
Terena’s instructions;
these General Terms.

1.5. Terena provides the Services in accordance with the legislation of the Republic of Estonia and the European Union and, where applicable, in accordance with the terms of healthcare financing agreements concluded with the Estonian Health Insurance Fund.

1.6. The Services are generally provided in the Estonian language. Where possible and by agreement between the parties, the Services may also be provided in another language. Medical records shall be prepared in the Estonian language.

1.7. The Client understands and agrees that Terena cannot guarantee the complete success of any Service, any specific treatment outcome, or the Client’s recovery.

2. Definitions

2.1. Self-Service Portal – Terena’s online platform for booking appointments and managing client services, through which Clients may book Services, manage bookings, and use other functions provided by Terena.

2.2. Remote Service – a Service provided by telephone, video call, or other electronic means of communication.

2.3. Client – a natural person to whom Terena provides Services or who wishes to use the Services.

2.4. Service – any healthcare or wellness service provided by Terena.

2.5. Wellness Service – a service that is not considered a healthcare service.
nus, mis ei ole käsitatav tervishoiuteenusena.

2.6. Healthcare Service – the activities of a healthcare professional aimed at the prevention, diagnosis, and treatment of a disease, injury, or health disorder for the purpose of maintaining or improving the Client’s health.

2.7. Service Provider – a Terena employee, physician, specialist, or cooperation partner providing a Service on behalf of Terena.

2.8. Appointment – a meeting between the Client and the Service Provider for the purpose of providing a Service, conducted either in person or remotely.

2.9. Fee – the price of a Service in accordance with the price list in force at the time the Service is provided.

2.10. General Terms – this document.

3. Booking and Conclusion of the Service Agreement

3.1. Appointments may be booked:

through the Self-Service Portal;
by telephone;
by email;
through the reception desk;
through the national digital booking system;
through any other channels provided by Terena.

3.2. The Service Agreement shall be deemed concluded when:

the Client has confirmed the booking and paid for the Service in accordance with the applicable terms;
Terena has confirmed the booking; or
the provision of the Service has commenced.

3.3. Payment for a paid appointment must be made no later than 48 hours before the scheduled appointment. If payment has not been received by that time, Terena shall have the right to cancel the appointment unilaterally.

3.4. The advance payment does not include examinations, laboratory tests, or additional services, the necessity of which is determined during the appointment, unless otherwise specified in the description of the Service.

3.5. In the case of Services financed by the Estonian Health Insurance Fund, the Health Insurance Fund shall pay for the Service to the agreed extent, while the Client shall pay any applicable co-payment and additional fees.

3.6. Terena reserves the right to amend its Service price list by publishing the updated prices on its website.

4. Modification and Cancellation of Bookings

4.1. If the Client is unable to attend the appointment at the scheduled time, the Client shall notify Terena as soon as possible.

4.2. An appointment must be cancelled or rescheduled no later than 48 hours before the agreed appointment time.

4.3. If the appointment is cancelled in due time, the Client is entitled to:

reschedule the booking;
use the amount already paid towards the payment for a new Service;
receive a refund of the amount paid in accordance with Terena’s applicable terms.

4.4. If the Client fails to cancel or reschedule the booking in due time or fails to attend the appointment, Terena shall have the right to:

retain the amount paid as a cancellation fee;
require payment of the Service fee;
issue an invoice for an amount equal to the price of the Service.

4.5. Separate cancellation terms may apply to day surgery services.

4.6. If the Client has outstanding unpaid invoices, Terena reserves the right to cancel any subsequent bookings or refuse to provide the Service until all outstanding amounts have been paid in full.

5. Refusal to Provide the Service

5.1. Terena reserves the right to refuse to provide a Service or to cancel a booking if:

technical or organisational circumstances prevent the provision of the Service;
the Service Provider is ill or the required specialist is unavailable;
the Client has failed to make the required advance payment in due time;
a material conflict has arisen between the Client and the Service Provider;
the provision of the Service is not medically justified;
the provision of the Service may endanger the health of the Client or other persons;
the required licence or professional competence is lacking;
the Client fails to provide the necessary information or does not cooperate;
meaningful communication is not possible;
the Client violates Terena’s internal rules;
the Client behaves aggressively, rudely, or disrespectfully;
the Client is under the influence of alcohol or drugs or shows symptoms of an infectious disease;
the Client refuses to provide the required consent.

5.2. If the Client is more than 10 minutes late for the appointment, or if the delay makes it impossible to provide the Service to the required standard, Terena shall have the right to cancel the appointment.

5.3. In the event of a refusal to provide the Service under this Section, Terena shall have the right to require payment in an amount equal to the price of the booked Service.

6. Remote Services and the Self-Service Portal

6.1. Remote Services are provided by telephone, video call, or other electronic means of communication.

6.2. When using the Self-Service Portal, the Service Agreement shall be deemed concluded upon confirmation of the booking and receipt of payment, or upon commencement of the provision of the Service.

6.3. The quality of Remote Services may depend on the quality of the communication connection and the accuracy of the information provided by the Client.

6.4. Not all Services can be provided remotely. Where necessary, Terena may refer the Client to an in-person appointment.

6.5. Calls and enquiries relating to Remote Services may be recorded for the purpose of ensuring service quality.

6.6. If the Client does not consent to the recording of a call or enquiry, Terena may be unable to provide the requested Service.

6.7. Terena shall not be liable for interruptions to communication services, data transmission, or technical failures that are beyond Terena’s reasonable control.

7. Client Information and Consent

7.1. Healthcare Services shall be provided only with the Client’s consent, except where otherwise provided by applicable law.

7.2. Booking an appointment shall be deemed to constitute the Client’s consent to the provision of the Service.

7.3. Terena may require separate written consent for certain procedures.

7.4. The Client has the right to withdraw their consent; however, the Client acknowledges that such withdrawal may affect the continuation of treatment or its safety.

7.5. In the case of a Client with limited legal capacity, consent shall be given by the Client’s legal representative to the extent that the Client is unable to make decisions independently.

7.6. Terena shall inform the Client about matters relating to the Client’s health condition, available treatment options, examination results, and any potential risks associated with the provision of the Service.

8. Rights and Obligations of the Partie

8.1. Pooled kohustuvad tegutsema heas usus ning suhtuma teineteisesse lugupidavalt.

8.2. The Client has the right to:

receive Services of an appropriate standard and quality;
participate in decisions concerning their treatment;
receive information regarding their health and the Services provided;
access their medical records and other relevant documentation;
submit suggestions, provide feedback, and file complaints;
contact the competent supervisory authorities.

8.3. Terena has the right to:

request additional consents where necessary;
charge default interest in the event of late payment;
assign or transfer outstanding debts to a debt collection agency or another third party;
engage cooperation partners and specialists in the provision of the Services.

8.4. The Client undertakes to:

familiarise themselves with these General Terms;
provide accurate personal data;
present a valid identity document when attending an appointment;
provide all information necessary for the provision of the Service;
comply with Terena’s instructions;
pay for the Services on time.

8.5. Terena undertakes to:

provide the Services in accordance with applicable clinical guidelines and legislation;
maintain the confidentiality of the Client’s information;
properly document the provision of the Services;
process personal data in compliance with applicable legal requirements;
inform the Client of matters and potential risks related to the provision of the Services.

9. Feedback and Complaints

9.1. The Client may submit feedback, suggestions, and complaints by email, through the online contact form, or via the reception desk.

9.2. To receive a response, the submission must include at least the Client’s name and contact details.

9.3. Terena shall respond to submissions within a reasonable period of time.

9.4. The Client also has the right to contact the Health Board, the Estonian Health Insurance Fund, or any other competent authority.

10. Liability

10.1. Terena shall provide the Services in accordance with the current standards of medical science and applicable clinical guidelines.

10.2. Terena shall be liable only for culpable breaches of its contractual or legal obligations.

10.3. Terena shall not be liable for any damage arising as a result of:

the Client providing inaccurate or incomplete information;
the Client’s failure to comply with the instructions provided;
inadequate follow-up treatment that was not provided by Terena.

10.4. Terena shall also be liable for the equipment used and for the actions of persons engaged by Terena to the extent provided by applicable law.

10.5. Terena maintains valid professional liability insurance as a healthcare service provider.

10.6. The limitation period for claims for compensation for damage shall be three years from the date on which the Client became aware, or should reasonably have become aware, of the alleged breach and the resulting damage.

10.7. In the case of a Client with limited legal capacity, the Client’s legal representative shall also be responsible for fulfilling the Client’s monetary obligations.

11. Processing of Personal Data

11.1. Terena processes the Client’s personal data in accordance with the legislation of the European Union and the Republic of Estonia.

11.2. More detailed information regarding the processing and protection of personal data is published on Terena’s website.

12. Final Provisions

12.1. Terena reserves the right to amend these General Terms unilaterally by publishing a revised version on its website.

12.2. These General Terms shall be governed by the laws of the Republic of Estonia.

12.3. Any disputes shall primarily be resolved through negotiations. If no agreement can be reached, disputes shall be submitted to the Harju County Court, unless otherwise provided by applicable law.