The general terms and conditions of business of Zdravilišče Rogaška - Zdravstvo d.o.o. define the terms of use for the company’s products. They apply to all guests or patients and are regularly updated on the Rogaška Medical Center website.
GUEST or PATIENT is a legal or natural person who enters into a legal transaction with Zdravilišče Rogaška – Zdravstvo d. o. o.
SERVICE PROVIDER refers to Zdravilišče Rogaška – Zdravstvo d. o. o.
LEGAL TRANSACTION refers to any one-time or repeated business relationship between the guest or patient and the service provider, whose subject is the provision of a service at the price specified in the price list, a contract, or other terms of cooperation.
REFERRAL AND WORK ORDER are documents for specialist examinations and services issued by the personal doctor.
GIFT VOUCHER is a document for purchasing a service, issued by the service provider upon payment. It is marked with a serial number and serves as a means of payment.
The general terms and conditions of business are binding for all guests or patients and apply to:
reservation and payment for services or product purchases for the guest or patient as a private payer;
reservation and payment for services based on a proforma invoice or contract with business partners;
reservation and provision of healthcare services based on a referral or work order;
reservation and provision of healthcare services from health insurance, with the exception of supplementary health insurance.
The general terms and conditions of business are an integral part of each legal transaction and may be subject to change. By using the services, the guest or patient confirms that they are familiar with, understand, and accept their content. For the avoidance of doubt, the guest or patient is bound by the general terms and conditions of business in effect at the time of concluding the legal transaction, and any changes to these terms will only apply if the service provider notifies the guest or patient of them.
The guest or patient must reserve the service. This can be done in the following ways:
In person at the service provider's reception;
On our website;
By email at moj-termin@rogaska-medical.com or info@rogaska-medical.com;
Through eNaročanje (NIJZ) at https://narocanje.ezdrav.si;
By post to Z. R. – Zdravstvo d. o. o., Zdraviliški trg 9, 3250 Rogaška Slatina;
By phone at 03 811 70 00 or 03 811 70 15.
For the execution of the reserved service, arrival is required 15 minutes before the scheduled time. In case of unjustified delay, the service will not be provided. Mobile phones should be turned off; the service provider is not responsible for the guest’s or patient’s valuable or personal items. Information about reserving healthcare services is available on our website. To confirm the reserved appointment, a deposit is required for private payers.
The guest or patient must inform the service provider about any unjustified absence in accordance with the Patient Rights Act (ZPacP). Information and instructions for booking appointments with a referral or work order are available on the service provider's website, Medica Center Rogaška. For other forms of legal transactions, the following applies:
The guest or patient can change the therapy schedule a maximum of twice and at least 24 hours before the appointment. A fee of 20 EUR will be charged for any further changes.
Cancellations of service reservations are free of charge up to eight working days before the appointment; otherwise, the service will be charged at full price.
Cancellations of reservations for balneotherapy treatments are free of charge up to 24 hours before the appointment; otherwise, the unperformed service will be charged at 60% of the value. Cancellations can be made by phone at 03 811 70 15 or by email at info@rogaska-medical.com.
For programs that include diagnostic services and balneotherapy treatments, the service provider reserves the right to set different cancellation conditions.
After the healthcare service is completed, the service provider will send the specialist's report with the results to the agreed address of the guest or patient, either by regular mail or in electronic form.
The prices of services are defined in the price list (proforma invoice, offer, or contract). They include VAT, except for healthcare services that are exempt from VAT payment according to the Value Added Tax Act.
Services are confirmed at the applicable prices; any promotional offers are published on the service provider's website. The service provider is entitled to change prices without prior notice.
To confirm the reserved healthcare service appointment, a deposit of at least 100 EUR is required from private payers. The department responsible for bookings will inform the guest or patient of the deposit amount.
Services are to be paid in advance either in cash at the service provider's reception, by payment card (debit or credit), based on a proforma invoice or invoice with a bank transfer to the service provider's account, with a gift voucher, or through the Saferpay system. A receipt will be issued after the service is paid for and performed.
Gift vouchers can be purchased at the service provider's reception, on the website, or by email at info@rogaska-medical.com. The gift voucher is valid for one year from the date of purchase. The gift voucher is not exchangeable for cash, nor can any other form of payment be accepted in exchange for it. The gift voucher can only be redeemed for its full value; if the service value exceeds the voucher amount, the difference must be paid. If the service value is lower, the service provider will offer the guest or patient additional services.
In the case of additional services, a broader scope of the basic service, or other deviations from the ordered services, the service provider will inform the guest or patient, who will then either pay the difference or be refunded the amount to their bank account within eight days.
In case of a timely cancellation, the service provider will refund the deposit or paid amount. In the case of late cancellation or no-show, the service provider has the right to charge for the service or retain the payment, as outlined in point 4. In the case of a change in the reservation at the request of the guest or patient, or due to force majeure, without any fault on the part of the service provider for incorrectly provided services, the service provider is not entitled to claim compensation or a price reduction.
If the invoice is overdue, the service provider will send the guest or patient up to four reminders, setting an additional deadline for payment. If the invoice remains unpaid within the deadline specified in the fourth reminder, the service provider will pursue payment through legal action by initiating enforcement or another appropriate legal procedure.
By concluding the legal transaction, the service provider agrees to:
Provide the guest or patient with the ordered service within the agreed timeframe, in accordance with the concluded legal transaction and the general terms and conditions of business, provided that the guest or patient fulfills their obligations as agreed in the legal transaction or arising from the general terms and conditions of business;
Protect the personal data of the guest or patient in accordance with legal regulations regarding personal data protection;
Do everything within their power to ensure the continuous quality of their services and products;
Exercise the right to stop accepting reservations without prior notice due to a limited number of services available;
Exercise the right to change the content, timing, and price of services without prior notice;
Provide access to information about their identity and contact details;
Make every effort to ensure the accuracy and timeliness of the information published on their website, while not excluding the possibility of unintentional errors regarding prices and service deadlines.
By concluding the legal transaction, the guest or patient agrees to:
Actively cooperate with the service provider in planning and executing the agreed-upon services;
Provide all required data, documents, and other necessary information to the service provider within the agreed timeframe, in order to ensure timely, quality, and effective execution of the agreed service;
Make the payment before the service is provided, or within the agreed timeframe according to the prepayment or contract;
Follow the order process in accordance with point 4 of the General Terms and Conditions of Business;
Follow the instructions and recommendations of the service provider during the execution of the service.
In the case of defects or irregularities, the guest or patient is expected to immediately inform the service provider’s staff in order to resolve the situation as quickly as possible. If the subject of the complaint could have been addressed on-site (for example, dissatisfaction with the type of massage chosen, feeling that the procedure took too little time, etc.) and the alleged irregularity was not immediately reported to the staff, it is considered that the guest or patient accepted the service, and no subsequent complaint will be possible.
For other deficiencies that cannot be addressed on-site, a written complaint can be submitted within 30 days from the date of service via email to info@rogaska-medical.com. After the deadline, the service provider will not address the substance of the complaint.
The guest or patient can file a written complaint regarding the issued invoice for the provided service, which is part of the legal transaction, no later than eight days after receiving the invoice. The service provider will, within eight days of receiving the complaint, determine its validity together with the guest. If the service provider does not respond to the complaint within the specified period, the complaint is considered justified. If the guest or patient does not complain about the scope or quality of the service provided according to the general terms and conditions of business, the invoice will be considered fully valid.
Patients file their complaints and requests in accordance with the Patient Rights Protection Act.
The personal data of the guest or patient are collected, processed, and protected in accordance with the regulations governing the protection of personal data. More information on this is provided in the privacy policy and the personal data processing statement available on the website (Privacy Policy and Cookies, as well as GDPR).
The legal transaction terminates in one of the following ways: by completing or executing a one-time legal transaction, by the expiration of the contract, by written cancellation, or by mutual agreement of the parties.
Any potential disputes will be resolved amicably; if not, the competent court for the service provider's seat will have jurisdiction.
The general terms and conditions of business take effect on the day of publication on the service provider’s website and are valid for an indefinite period or until new ones are implemented. The service provider reserves the right to change the general terms and conditions of business without prior notice. The guest or patient will be informed about the changes to the general terms and conditions by their publication in the appropriate place on the website; the service provider commits to ensuring that the valid general terms and conditions are always easily accessible.
Zdravilišče Rogaška - Zdravstvo d.o.o.
Jana Klarič, Director