Terms & conditions for booking and our services

We are Psychoterapie Vacek s.r.o., ID No. 22266658, with our registered office at Cerhonice, Obora u Cerhonic 18, entered in the Commercial Register maintained by the Regional Court in České Budějovice. We offer psychotherapy services, among other channels, via our website www.psychoterapievacek.cz/en.

We appreciate that you entrust us with what we consider most precious—health and peace of mind.

If you are our customer, please familiarize yourself with these terms and conditions for binding reservations of our services.

Contact Details

• Email: info@psychoterapievacek.cz
• Phone: +420 602 672 059
• Practice Address: Opletalova 921/6, 110 00, Prague 1 – Nové Město

1. OUR SERVICES

1. You can reserve our services directly using our online booking form, by email, or by phone. If you send us a request, we’ll get in touch with you.
2. If you only submit an inquiry, we will discuss which services you are interested in and find a suitable date and professional for you.
3. Once we agree on a date, the contract is considered concluded.
4. By reserving a date, we also reserve our experts’ capacities and time. We kindly ask for your understanding that the agreed date becomes binding for us only after payment for the service is received.
5. In the event of an unexpected unavailability of the selected or assigned therapist, we reserve the right to provide a different therapist. If you do not agree to this substitution, please let us know no later than 24 hours from being notified. We will find a solution.
6. We also reserve the right, in cases of force majeure (e.g., quarantine, flooding, war, or other external circumstances beyond our control), to provide offline-arranged services in an online format. If you do not agree to this substitution, please contact us, and we will arrange an alternative solution.

2. OUR PACKAGES

1. In addition to individual sessions and consultations, you can also purchase packages of our services.
2. Any package purchased must be used within 6 months of purchase; any unused sessions expire after that period.

3. PRICE FOR THE SERVICE

1. The price for individual services can be found on our website or can be provided by phone or in person at our office.
2. Given our team’s capacity, all prices must be paid in advance.
3. You can pay in the following ways:
   • Bank transfer
   • Cash payment (in person)
   • Immediate online payment via the GoPay payment gateway
4. If paying by bank transfer, please use the following payment details:
   • Bank account number: 9370340003/5500
   • Bank: Raiffeisenbank a.s
   • Variable symbol: Use the invoice number
   • Your reservation is considered final only after we receive the payment on our account with the corresponding variable symbol. If the amount is not credited, we cannot guarantee your appointment time.
5. We will send you a payment receipt by email. If you pay in person at our reception, you will receive the receipt in person.
6. If you do not attend your scheduled session and do not properly cancel in advance (within the timeframe mentioned below), we do not refund the paid amount (or the relevant part of it) due to the reserved time and blocked capacity of our team.
7. We are not VAT payers.
8. You bear any costs associated with communicating with us remotely (phone charges, internet). These do not differ from common communication rates.

4. WHAT IF YOU CAN’T ATTEND THE SCHEDULED SESSION?

1. It happens sometimes. If you notify us by phone, email, or in person no later than 24 hours before the scheduled session (weekends and public holidays not counted in this period), you will not be charged any fees, and the session does not expire. We do not, however, refund the payment; you will need to book a new date.
2. Please note that “force majeure” (e.g., illness, quarantine, etc.) is considered your responsibility.
3. If your cancellation request arrives later than stated above, or if you do not notify us at all, the relevant session is forfeited without the right to a refund.

5. WITHDRAWAL FROM THE AGREEMENT

1. As consumers, you have the right to withdraw from the agreement. In short, this means that a contract we concluded remotely (online or by phone) can be “canceled.”
2. You may withdraw from the agreement within 14 days of its conclusion, in any form—an official form is provided at the end of these terms, but using it is not mandatory.
3. However, you cannot withdraw if we have already provided the services within the withdrawal period based on your prior explicit consent.
4. By ordering consultations for dates that fall within 14 days of purchasing the service, we consider your order to be explicit consent to provide the service before the withdrawal period has expired. Therefore, withdrawing from the agreement is not possible in this case.
5. If, in line with the previous paragraph, we have only partially provided the services, you can withdraw within the 14-day period regarding the unused portion of the services.
6. If you wish to withdraw from the agreement, please ideally provide your order number or other identification of the purchased service, the date of contract conclusion, and your banking details (or let us know how you want the funds returned). You do not have to state a reason for withdrawal.
7. We will promptly refund any amount paid (or the relevant part, if you have already used some of the services) within 14 days of receiving your notice of withdrawal. We will refund the payment in the same way you originally paid, unless you prefer a different method.

6. WHAT IF YOU ARE NOT SATISFIED WITH OUR SERVICES?

1. If you believe that the service provided is defective (e.g., in scope, quality, or other parameters that do not match the agreed conditions), you have the right to file a complaint, fully in accordance with the law (in particular the Civil Code). Please note, however, that dissatisfaction based on your subjective expectations cannot be the basis for a complaint.
2. Submit your complaint to info@psychoterapievacek.cz or through any other available means.
3. You must report the defect without undue delay, no later than 6 months after the service was provided.
4. Please specify what you are dissatisfied with and how you wish the complaint to be resolved.
5. In the case of a remediable defect, you may request a correction, a supplement to the service, or a price reduction. In the case of an irremediable defect that renders the service unusable, you may withdraw from the agreement or request an appropriate price reduction.
6. We will send you an electronic confirmation of receiving the complaint, followed by a resolution.
7. We will resolve the complaint without undue delay, no later than 30 days, unless otherwise agreed. If we fail to do so, you may withdraw from the agreement or request a reasonable reduction in price.
8. We will inform you of the resolution via the contact information provided in the complaint.
9. We will reimburse any reasonable costs you incur in filing a justified complaint. Please request reimbursement as soon as possible, but no later than one month after the deadline for filing the complaint. Otherwise, you will not be entitled to reimbursement.

7. FINAL PROVISIONS

1. Under Act No. 634/1992 Coll., on Consumer Protection, you have the right to an out-of-court resolution of any consumer dispute arising from our service agreement. In such a case, you can contact the Czech Trade Inspection Authority, (Central Inspectorate – ADR Department, Štěpánská 44, 120 00 Prague 2, email: adr@coi.cz, web: adr.coi.cz). The out-of-court settlement is initiated exclusively at your request if the dispute cannot be resolved directly with us. You can file the request no later than one year from the date you first exercised your right with us, which is subject to the dispute. You can also initiate an online dispute resolution

Below is an English translation of the terms and conditions, tailored for a psychotherapy services website while preserving the legal context and structure of the original Czech text.

TERMS AND CONDITIONS FOR BOOKING PSYCHOTHERAPIE VACEK® SERVICES

We are Psychoterapie Vacek s.r.o., ID No. 22266658, with our registered office at Cerhonice, Obora u Cerhonic 18, registered in the Commercial Register maintained by the Regional Court in České Budějovice. We offer our psychotherapy services, among other channels, via our website www.psychoterapievacek.cz.

We appreciate that you entrust us with what we consider most precious—health and peace of mind.

If you are our customer, please familiarize yourself with these terms and conditions for binding reservations of our services.

Contact Details

• Email: info@psychoterapievacek.cz
• Phone: +420 602 672 059
• Practice Address: Opletalova 921/6, 110 00, Prague 1 – Nové Město

1. OUR SERVICES

1. You can reserve our services directly using our online booking form, by email, or by phone. If you send us a request, we will get in touch.
2. If you only submit an inquiry, we will discuss which services you are interested in and find a suitable date and professional for you.
3. Once we agree on a date, the contract is considered concluded.
4. By reserving a date, we also reserve our professionals’ capacities and time. We kindly ask for your understanding that the agreed date becomes binding for us only after payment for the service is received.
5. In the event of unexpected unavailability of the chosen or assigned therapist, we reserve the right to change therapists. If you do not agree to this replacement, please let us know no later than 24 hours from receiving the notification. We will resolve the situation.
6. We also reserve the right, in cases of force majeure (e.g., quarantine, flood, war, or other circumstances beyond our control), to provide previously agreed in-person services online. If you do not agree to such a change, please contact us to arrange an alternative solution.

2. OUR PACKAGES

1. In addition to individual sessions and consultations, you can also purchase service packages.
2. A purchased package must be used within 6 months from the date of purchase; any unused sessions expire after that.

3. PRICE FOR THE SERVICE

1. You can find the price for our services on our website, or we will provide it by phone or in person at our office.
2. Given our team’s capacity, all prices must be paid in advance.
3. You can pay in the following ways:
   • Bank transfer
   • Cash payment (in person)
   • Immediate online payment via the GoPay payment gateway
4. If paying by bank transfer, please use the following details:
   • Account number: 9370340003/5500
   • Bank: Raiffeisenbank a.s
   • Variable symbol: Use the invoice number
   • Your reservation becomes final only after the payment is credited to our account under the proper variable symbol. If the amount is not credited, we cannot guarantee the time slot for your service.
5. We will send you a payment receipt by email; if you pay in person at our reception, we will hand you the receipt directly.
6. If you do not show up for your scheduled session and have not properly canceled it in advance (within the time frame mentioned below), we will not refund the paid amount (or the relevant portion), given that we have reserved our team’s time and resources.
7. We are not VAT payers.
8. You bear any costs associated with communicating with us remotely (e.g., telephone or internet fees). These costs do not differ from standard rates.

4. WHAT IF YOU CAN’T ATTEND THE SCHEDULED SESSION?

1. This can happen. If you notify us by phone, email, or in person no later than 24 hours before the scheduled session (weekends and public holidays excluded from this 24-hour period), you will not be charged, and the session will not be forfeited. Please note, however, that we do not issue refunds; you will simply book a new date.
2. Be aware that “force majeure” (e.g., illness, quarantine, etc.) is at your own risk.
3. If your cancellation arrives later than stated above, or if you do not notify us at all, the provisions of Section 2(7) of these Terms apply, and you forfeit the session without the right to a refund of the corresponding fee.

5. WITHDRAWAL FROM THE AGREEMENT

1. As consumers, you have the right to withdraw from the agreement concluded remotely (online or by phone). This effectively means that such an agreement is “canceled.”
2. You may withdraw from the agreement within 14 days of its conclusion by any means—an official form (attached at the end of these Terms) is available, but its use is not mandatory.
3. However, you cannot withdraw if we have already provided the service within the withdrawal period based on your prior explicit consent.
4. By ordering consultations on dates within 14 days of purchasing the service, we interpret this as your explicit consent to provide the service before the withdrawal period has expired. Therefore, you cannot withdraw from the contract in this case.
5. If, under the above conditions, we have only partially provided the services, you may withdraw within 14 days only for the unused portion of the services.
6. If you wish to withdraw, please include your order number or another way to identify the purchased service, the date you concluded the contract, and your bank account details (or other means by which you prefer the refund). You do not need to provide a reason for withdrawal.
7. We will promptly return any amount (or the corresponding portion, if you have already used part of the services) within 14 days of receiving your withdrawal notice. The refund will be issued via the same payment method you used unless you request a different method.

6. WHAT IF YOU ARE NOT SATISFIED WITH OUR SERVICES?

1. If you believe the service is defective (e.g., does not meet agreed parameters in scope or quality), you have the right to file a complaint according to applicable laws (particularly the Civil Code). However, please note that dissatisfaction based on subjective expectations alone is not grounds for a complaint.
2. Submit any complaint to info@psychoterapievacek.cz or by any other available method.
3. You must report the defect without undue delay, and no later than 6 months from the date the service was provided.
4. Please specify what you are dissatisfied with and how you would like the complaint to be resolved.
5. If the defect is remediable, you may request a correction, an additional service, or a price reduction. If the defect is irremediable and renders the service unusable, you may withdraw from the agreement or request an appropriate price reduction.
6. We will confirm receipt of your complaint in writing (electronically) and then notify you of the resolution.
7. We will handle your complaint without undue delay, and at most within 30 days, unless we agree otherwise. Otherwise, you may withdraw from the agreement or request a reasonable price reduction.
8. We will inform you about the complaint resolution using the contact details provided in your complaint.
9. We will reimburse any justified expenses you incurred in making a valid complaint. Please request reimbursement as soon as possible, and no later than one month after the end of the period for lodging complaints. If you do not do so within that timeframe, you will no longer be entitled to reimbursement of these costs.

7. FINAL PROVISIONS

1. Under Act No. 634/1992 Coll., on Consumer Protection, you have the right to an out-of-court settlement of any consumer dispute arising from our service agreement. You may contact the Czech Trade Inspection Authority (Central Inspectorate – ADR Department, Štěpánská 44, 120 00 Prague 2, email: adr@coi.cz, https://adr.coi.cz) if a dispute cannot be resolved with us directly. You can submit a proposal within one year of the date you first raised the disputed right with us. You may also initiate out-of-court dispute resolution online via the ODR platform at ec.europa.eu/consumers/odr/.
2. We carry out business activities under a trade license. Oversight is carried out by the Trade Licensing Office and, to the extent defined by law, by the Czech Trade Inspection Authority, which you can contact with any complaints.
3. We are not bound by any industry-specific code of ethics.
4. Our contract is not stored by us for future reference.
5. We conclude the contract in the Czech language.
6. Our relationship is governed by the laws of the Czech Republic. This does not affect your consumer rights under generally binding legal regulations.
7. All rights to our website—especially copyright to its content, layout, photos, videos, graphics, trademarks, logos, products, and other content and elements—belong to us. You are prohibited from copying, modifying, or otherwise using this content beyond what is permitted by the contract without our consent.