Contact

Complaints

We find it important that our customers are satisfied, and we do our utmost to achieve that. Despite our attention and effort, it can happen that you are not satisfied. You can then file a complaint. You can count on us to take your complaint seriously, and we will do everything to come to a solution together. Your complaint also helps us to improve our service.

What can you do?

You can send your complaint by email to the secretariat at: info@faceinstitute.nl. Please describe your complaint as accurately as possible and indicate which treatment(s), practitioner(s), location, and time(s) it concerns. We will contact you as soon as possible and do our utmost to resolve the complaint satisfactorily.

Complaints officer

If, for any reason, we cannot resolve the matter with you, you can contact our external complaints officer. This complaints officer is independent and will handle your complaint with the utmost care. They can be reached at klachtenengeschillen@dokh.nl and by phone at 072-520 8325.

1. Definitions

In the general terms and conditions, the following definitions apply: 

- Treatment Agreement: all agreements concluded by Face Institute with a client concerning a treatment. 

- Client: the other party of Face Institute in entering into the treatment agreement. 

- Treatment: all medical and cosmetic treatments performed by Face Institute. 

- No show: not showing up or missing appointments.

2. Exceptions to the General Terms and Conditions

A deviation from these general terms and conditions is only valid if Face Institute has expressly and in writing agreed to it. The client waives the applicability of their own general terms and conditions.

3. Results of Medical Treatments

All treatments performed by medical professionals are classified as medical/therapeutic treatments. The doctor has a duty of effort, not a duty of results.

4. Results of Cosmetic Treatments

The doctor has a duty of effort to perform treatments to the best of their knowledge and ability and has no obligation to achieve specific results. We can never guarantee results or an uninterrupted procedure: complications can always occur, such as infection, bruising, tissue necrosis, and numb skin. Absolute symmetry in bilateral operations cannot be guaranteed. Sometimes it is necessary to perform an additional operation to achieve a better final result. This additional operation may incur extra costs.

5. Execution of the Treatment Agreement

Face Institute will execute the treatment agreement to the best of its knowledge and ability and in accordance with the requirements of good craftsmanship. Face Institute has the right to have certain tasks performed by third parties if the proper execution of the agreement requires it. Face Institute does not need to obtain the client's consent for this.

6. Confidentiality

Face Institute is obliged to maintain confidentiality towards third parties not involved in the execution of the assignment. This duty of confidentiality applies to all confidential information provided to Face Institute by the client. The obligation of confidentiality does not apply if the law requires the disclosure of certain information. Face Institute is entitled to use the information obtained for statistical purposes, ensuring that the information cannot be traced to the individual client.

7. Liability for Personal Property

Face Institute is not liable for damage to or loss of the client's property. The client must take the necessary care to prevent damage to or loss of their property.

8. Cancellation of the Appointment or No Show

It can happen that an appointment cannot take place. Face Institute offers the option to cancel an appointment free of charge, but under certain conditions: 

- Consultation appointments (intakes, preparatory discussions, and/or check-ups) must be canceled at least 48 hours in advance, otherwise consultation costs of €75.00 will be charged. 

- Cosmetic treatments (injectables & skin improvement & hair treatments) can be canceled up to 2 working days in advance without financial consequences. If a cosmetic treatment is canceled within 2 working days (excluding the day of cancellation and the day of the procedure), consultation costs of €75.00 will be charged. 

- All cancellations must occur at least eight weeks before the scheduled surgery. If you need to cancel or reschedule your surgery within eight weeks of the scheduled surgery date, a cancellation fee of 50% of the surgery costs will be charged. If you cancel or reschedule your surgery within four weeks of the scheduled surgery date, a cancellation fee of 80% of the surgery costs will be charged. 

- A deposit or prepayment to secure your appointment will not be refunded and may be forfeited in case of cancellation. If you do not show up for your scheduled surgery without prior notice, a cancellation fee of 100% of the surgery costs will be charged. 

- If we have to cancel or reschedule your surgery for any reason, we will inform you as soon as possible and do our best to accommodate you with a new surgery date. If you repeatedly cancel or reschedule, we reserve the right to refuse future appointments and/or charge additional fees.

Appointments must be canceled by phone or email.

*In the absence of evidence to the contrary, the administration of Face Institute serves as full proof that such an appointment was made.

9. Identity and Provision of Information

The client will provide the doctor/therapist, based on their questions, with the best possible information and the cooperation reasonably required for the execution of the treatment agreement. This includes presenting identification. Each client must be able to identify themselves with a legally recognized identification document upon first request by Face Institute. If a client is unable to present such identification upon request, Face Institute is entitled to suspend the treatment agreement.

10. Termination or Suspension of the Treatment Agreement

Termination or suspension of the treatment agreement is possible if the client behaves inappropriately or offensively towards Face Institute, its employees, or fellow clients.

11. Payment Terms

Payments must be made at least 8 weeks before the day of the procedure. The deposit serves as confirmation of the procedure date and must be paid within 1 week of receipt.

12. Price Changes

Face Institute reserves the right to change the prices on the price list without further notice. The new prices apply from the moment of publication. Deviating prices mentioned elsewhere are not considered. The same applies to quotes, but only as long as the quote is valid. If you respond after the specified quote date, the client automatically agrees to the new price.

13. Liability of Face Institute

The liability of Face Institute, both for direct and consequential damage, and to the extent covered by its liability insurance, is limited to the amount of the insurer's payout. If the insurer does not pay out in any case or if the damage is not covered by insurance, Face Institute's liability is limited to the amount of the invoice. Rights to compensation for liability expire six months after the final check-up by the doctor/therapist has taken place.

14. Liability in the Context of Business or Professional Practice

Face Institute also does not accept liability for damage suffered by the client in the context of practicing a profession or business (including damage for missed working days and/or failure to arrive at the place of work on time).

15. Complaint Handling

For our complaints procedure, we refer you to our website: https://www.faceinstitute.nl/complaint-process

16. Communications

It is forbidden to use any form of communication from Face Institute, such as websites, written or oral communication, Facebook messages, photos, and printed materials for personal purposes without written permission from Face Institute.

17. Accuracy of Information

Face Institute strives to provide accurate information on the website. Despite this, it is possible that the website contains inaccuracies. If you notice this, we kindly ask you to inform Face Institute via info@faceinstitute.nl. No rights can be derived from incorrect information posted inadvertently by Face Institute.