Terms and Conditions

§1. General Provisions

1. Definitions:

Service Provider – Centrum Terapii Dialog Feldman Nowak sp.k., ul. Stryjeńskich 19/18U, 02-791 Warsaw
Patient Portal – an online service provided by the Service Provider at https://portalpacjenta.psychiatrzy.warszawa.pl
Regulations – these terms of service for the provision of electronic services by the Service Provider
User – a natural person with full legal capacity who (i) has completed the Registration on the Portal or (ii) has booked an appointment with a Specialist via the Patient Portal
Specialist – associates of the Service Provider who are doctors / psychologists / therapists or other individuals providing medical or health-related services
Registration – the process of creating an Account
Account – an entry in the Patient Portal database regarding Users, providing access to specific Services
Service – a service provided electronically involving the sending and receiving of data via public ICT systems at the individual request of the User without the simultaneous physical presence of both parties

§2. Advance Payment Rules for Visits at the Dialog Therapy Centre

1. The following types of visits at the Dialog Therapy Centre require payment within 60 minutes of booking:

• online visits (via the Patient Portal or by phone),
• in-person visits with child and adolescent specialists,
• diagnostic visits (including diagnostic packages) with child and adolescent specialists,
• first-time in-person visits with a given Specialist,
• home visits.

1. Failure to pay for the visit within 60 minutes of booking will result in the cancellation of the appointment. The patient will be informed about the cancellation via SMS sent to the number provided at the time of booking.

§3. Rules for Rescheduling or Canceling Prepaid Appointments

The patient may reschedule or cancel an appointment free of charge up to 48 hours before the scheduled time.
Appointments as per §2 point 1 may be canceled through the Patient Portal, by phone during clinic hours at 22 436 83 50, or via email during clinic hours at przychodnia@terapiadialog.pl.
It is not possible to reschedule an appointment if less than 48 hours remain before its start time.
If an appointment is canceled less than 48 hours before its scheduled time, the patient will bear the full cost and is not entitled to a refund.
Booking and paying for an appointment that is scheduled to take place within 48 hours of booking forfeits the possibility of rescheduling; in case of cancellation, the patient bears the full cost.
If an appointment is not canceled and the patient does not show up, the start time is considered the beginning of service execution.

§4. Refund Policy for Prepaid Appointments

A refund is only possible if the patient cancels the appointment more than 48 hours in advance.
Refunds for appointments that were prepaid and canceled according to the Terms are processed within 7 days:
a) to the account used for payment – if paid via the Patient Portal;
b) to the account number provided to the Patient Service Department staff – for other payment methods.
If the account number is not provided as per point 2(b), the amount is considered an overpayment and may be used to pay for another service or visit at Dialog Therapy Centre.
If the appointment is canceled by the Centre less than 48 hours before its scheduled time, the patient is entitled to a full refund.
a) For online appointments, the patient should be ready at the agreed time. If the patient is unreachable within 10 minutes of the scheduled start time, the visit cannot proceed and no refund is issued.
b) For home visits, the patient should be ready at the agreed address no later than 30 minutes before the appointment. If absent or refusing entry, the appointment is considered void and non-refundable.
c) For in-person visits, the scheduled start time marks the beginning of service. If the patient does not attend without prior cancellation, the visit is considered completed and non-refundable.
d) If the patient is more than 10 minutes late for an in-person visit, the doctor may refuse the visit due to insufficient time, and no refund is issued.

Both User and Provider agree to use appropriate audio/video equipment for remote appointments. Failure on the User’s part to meet technical requirements (e.g., not logging in, no internet access, unreachable phone) forfeits the right to a refund.
If the address for a home visit is not provided up to 48h in advance, the appointment will not take place and no refund will be given.
If a Specialist is over 30 minutes late, the patient may cancel and receive a full refund.
For phone appointments:
a) The Specialist may call up to 30 minutes early;
b) Three call attempts will be made – missed or rejected calls count as a no-show, and no refund applies;
c) The doctor may use a hidden number – the patient must ensure their phone accepts such calls.
d) Phone visits are only available on Polish phone numbers.

§5. Terms of Use for the Patient Portal

The Service Provider offers the following services via the Patient Portal: appointment scheduling with Dialog Therapy Centre Specialists, electronic consent for sending medical documentation, ordering medical records, accessing e-prescription codes and visit recommendations.
All services provided via the Patient Portal are free of charge.
To book an appointment, users must provide their full name, phone number, and PESEL or Passport number.
Users can schedule appointments via the Portal after verifying their phone number using a code sent via SMS.
Appointments are only possible after the user provides explicit consent to process health-related personal data (Art. 9 sec. 2(a) of GDPR) and to share it with the selected Specialist. Without this consent, it is not possible to schedule appointments.
Scheduling a visit automatically creates an account in the Portal. During registration, users must provide: first and last name, phone number, email address, and PESEL or Passport. Creating an account also implies consent for data processing and communication by phone or email.
Users set their own passwords during registration, which are used to access the system.
Once logged in, users can schedule visits, view visit history, cancel appointments, and make payments.
The Service Provider allows users to access and update their personal data through the Portal or by contacting the Patient Service Department.
Users are responsible for keeping their passwords secure. The Service Provider is not liable for unauthorized access caused by third-party password access. In case of suspected breach, users should immediately change the password or contact the Provider.
The Service Provider will make every effort to ensure the Portal functions correctly and assist with technical issues.
Users can pay for all appointments via the Portal.
For remote appointments, both parties must use functional audio/video equipment and ensure internet access. Failure to meet these requirements results in forfeiture of the right to a refund.
Appointments are scheduled for specific dates and times. Delays may occur due to extended appointments. Patients are advised to allow time for potential delays.
Users accept that appointments may not take place due to technical issues. In such cases, representatives from the Service Provider will contact the user to reschedule.
Comments or issues regarding the site can be submitted to: przychodnia@terapiadialog.pl
Matters not covered by these Terms are governed by the Polish Act on Electronic Services and copyright laws.

§6. Diagnostic Packages

Dialog Therapy Centre offers the possibility of scheduling a psychological diagnostic package for minors to assess ADHD or ASD.
A detailed description of the packages is available at: https://www.psychiatrzy.warszawa.pl/dla-dzieci/
Before scheduling a package, the Service Provider recommends a consultation visit with a diagnostician to confirm whether diagnosis is necessary and to determine the proper direction for assessment.
To schedule a package in the Dialog Children and Family Centre, prepayment must be made within one hour of booking, and all appointment dates included in the package must be scheduled.
Each visit in the package follows the same prepayment rules and can be rescheduled or canceled no later than 48 hours before the scheduled time.
If an appointment is canceled less than 48 hours in advance, an additional diagnostic visit must be scheduled to complete the assessment.
Packages are valid for six months from the date of the first visit.
The last visit in the package must take place no sooner than two weeks after the penultimate visit to allow time for preparing the written report.
The psychological opinion and recommendations are provided and discussed during the final visit.
In exceptional cases, an additional visit outside the package may be recommended.
The written report is included in the package and does not incur additional fees.

§7. Reviews Published on www.psychiatrzy.warszawa.pl

All submitted reviews require verification and approval before publication. This process takes at least 24 hours.
Reviews must relate to visits conducted at the Dialog Therapy Centre. Reviews concerning treatment outside the Centre will not be published.
Contact details and visit date are required for verification purposes and will not be published. Without these, the review will not be accepted.
Each review must reflect personal experience. Only one review per appointment is allowed.
Reviews will not be published if deemed to infringe on rights, personal dignity, morals, good practices, or include unverified accusations.
Reviews must be written by the patient or, in the case of children or incapacitated individuals, by a parent or guardian present at the consultation.
All accepted reviews are published on www.psychiatrzy.warszawa.pl

§8. Paid Prescription Service

In exceptional cases, patients may receive a paid prescription without a visit.
This service is available to patients who have had at least two psychiatric consultations at the Dialog Therapy Centre, with the most recent within the past three months.
Prescriptions cannot be issued without a recent consultation. Two consecutive remote prescriptions are not permitted.
To request a paid prescription, the patient must contact the Patient Service Department, which will verify eligibility and schedule the service.
The request is sent to the doctor only after payment is made via the Patient Portal within 60 minutes of scheduling.
Before payment, patients must complete a prescription order form appearing in the Portal, listing medications, dosages, and required quantities.
The patient must declare that they do not currently possess medications sufficient for the next 28 days.
Doctors may issue prescriptions for up to 28 days based on documented dosage, regardless of requested quantities.
After reviewing the records, the doctor may issue the full or partial prescription or refuse it.
In case of refusal, the paid amount may be applied to another visit or refunded.
Partial or full refusals do not qualify for a refund.
The service may be rescheduled or canceled up to 48 hours before the scheduled time.