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General terms and conditions

(Valid from 1 January 2026) version 6-2-2026

PART 1 - GENERAL

Article 1 - Definitions and terms

In these terms and conditions, the following definitions shall apply:

  • Clinic: FYEO and/or FYEO-affiliated branches, legal entities or employees who enter into a treatment agreement on behalf of FYEO
  • Client: The natural person to whom the medical procedures directly relate or who uses related services provided by FYEO, whether or not represented by their legal representative
  • Contracting party: The independent legal entity that concludes a treatment agreement with the clinic for itself or a third party.
  • Care provider: The natural person employed by FYEO who executes a treatment agreement on behalf of FYEO.
  • Treatment agreement: The agreement whereby FYEO undertakes towards the client to provide a medical procedure or examination, as referred to in Book 7 of the Dutch Civil Code, Section 7, Title 5 (the Dutch Medical Treatment Contracts Act (WGBO)).
  • Medical procedures: all medical procedures performed by FYEO in the context of the treatment agreement, including in any case refractive surgical care and any additional medical procedures necessary for its proper and safe performance.
  • Price: The cost of the procedure, as determined by FYEO. All prices communicated by FYEO are inclusive of VAT unless explicitly stated otherwise. For procedures and services not covered by the medical VAT exemption, the legally applicable VAT rate is charged. If changes in laws or regulations result in a change in the VAT rate, FYEO may adjust prices accordingly.
  • ZKN: Zelfstandige Klinieken Nederland (zkn.nl).
  • Disputes committee: Geschillencommissie Zelfstandige Klinieken Nederland, Bordewijklaan 46, 2591 XR The Hague. The Disputes Committee is independent and impartial. The task of the Disputes Committee is to resolve complaints and disputes by ruling on disputes between clients and independent clinics affiliated to Zelfstandige Klinieken Nederland.
  • Unintended or unexpected outcome of care:
    Any outcome of care that deviates from the intended result and that has resulted, could have resulted or may result in damage to the client’s health. Within this category, the following are distinguished:
  • Complication:
    An unintended or unexpected outcome of care which may occur without culpability or failure to provide care, and which may be known as a risk of the procedure.
  • Incident (Healthcare Quality, Complaints and Disputes Act (Wkkgz)):
    An unintended or unexpected event which relates to the quality of care, and which has resulted, could have resulted or might have resulted in harm to the client.
  • Calamity (Wkkgz):
    An unintended or unexpected event which relates to the quality of care and which has led to the death of a client or a seriously harmful consequences for a client and which is notifiable to the Health and Youth Care Inspectorate (IGJ) according to the Wkkgz.

Article 2 – Applicability

  1. These general terms and conditions apply to all agreements between FYEO and the contracting party or client concerning the provision of medical care or related services.
  2. Deviations from these conditions are valid only if agreed in writing and only insofar as they benefit the client or contracting party.
  3. If any provision is declared void or invalid, the remaining provisions will remain in full force and effect.

Article 3 - Formation of the treatment agreement

  1. The treatment agreement comes into being as soon as the contracting party or client contacts FYEO and instructs FYEO to perform medical procedures and the contracting party or client accepts the assignment.
  2. The preliminary examination and medical intake count as medical procedures within the meaning of the WGBO.
  3. If the preliminary examination shows that no procedure will follow, the treatment agreement with the contracting party or client will end by procedure of law after completion of the examination and feedback to the client.
  4. If FYEO decides to refer the client to another healthcare provider, the legal relationship between FYEO and the client ends. In that case, a medical treatment agreement is established between the client and that other healthcare provider. If FYEO outsources (part of) the care, the client enters into a medical treatment agreement with both FYEO and the third party.
  5. Before entering into the agreement, the client must have reached the age of 18 years.

Article 4 - Termination of the treatment agreement

  1. FYEO can only terminate the agreement prematurely for important reasons, such as aggression, repeated non-compliance with conditions, living rules or instructions necessary for the procedure, non-compliance with the general terms and conditions or lack of necessary cooperation by the client.
  2. The treatment agreement expires automatically after the conclusion of the treatment process.
  3. If, after concluding the treatment process, a client asserts a claim to the guarantee conditions, this first appointment is the start of a new treatment agreement.
  4. If FYEO is unable to continue the procedure, it shall make every effort to provide adequate replacement or referral.
  5. If the contracting party or client cancels the agreement before the procedure is performed, no costs will be charged, unless expressly agreed otherwise in writing beforehand
  6. The client can always terminate the treatment agreement in the interim. Amounts already paid are non-refundable unless otherwise agreed.

PART 2 - OBLIGATIONS OF FYEO

Article 5 – Information

  1. FYEO clearly informs the contracting party or client about the examination, the proposed procedure and its possible consequences.
  2. Prior to the procedure, the contracting party or client will be informed about:
    a. the nature and purpose of the procedures and the actions to be carried out by the contracting party or client themselves;
    b. the intended result, the possible and expected consequences and risks and alternatives to the procedure*;
    c. the price, method of payment and possible insurance options*;
    d. the place and time of the procedure*;
    e. the reflection period to reach a well-considered decision;
    f. the instructions before and after the procedure, including symptoms requiring contact with FYEO*;
    g. the accessibility of FYEO in case of complications outside working hours*;
    h. these general terms and conditions.
  3. h. these general terms and conditions.
  4. Items marked with * will be given in writing to or shared digitally with the contracting party or client.
  5. Information may be withheld if communication would obviously cause serious harm to the contracting party or client; in that case, a contact person will be informed.
  6. The contracting party or client is obliged to provide FYEO with honest and complete information about their medical history, current health condition and any medication use that FYEO reasonably needs to execute the treatment agreement. In case of side effects or undesirable effects within one year of the procedure, the contracting party or client should immediately contact a relevant expert of FYEO.
  7. The client provides FYEO with their BSN and shows their ID.

Article 6 – Prior consent

  1. Medical procedures require the client's consent.
  2. In acute emergencies, a procedure may take place without consent if it is necessary to prevent serious harm and if the obligations of the WGBO are observed in the process.

Article 7 – Duty of care

  1. In performing its work, FYEO shall act as a good care provider in accordance with the responsibility incumbent upon it as derived from the professional standards and guidelines of the profession applicable to the care provider.
  2. The procedure is based on a medical assessment, and an (individual) treatment plan for the contracting party or client.
  3. The procedure takes place under the supervision of qualified healthcare providers.
  4. FYEO uses only authorised drugs, implants and devices; implant data is recorded traceably.
  5. FYEO does not refuse a request for a second opinion and, if required, discusses the results with the contracting party or client.
  6. Upon discharge from the clinic, the contracting party or client receives aftercare instructions.

Article 8 - Unintended or unexpected outcome of care

FYEO shall inform the client immediately of any incident, complication or calamity as defined in Article 1, insofar as it has (potential) consequences for the health, treatment or safety of the client.

If an emergency has occurred, FYEO reports it to the IGJ in accordance with the Wkkgz.

Article 9 – Records

  1. FYEO keeps medical records of every contracting party or client.
  2. The records contain all the information necessary for proper care. In the records, FYEO includes information such as the client's health, treatment advice given and medication prescribed.
  3. The contracting party or client has the right to inspect and obtain a copy of their records free of charge.
  4. FYEO keeps the records for 20 years from the time they were created or for as much longer as reasonably arises from the care of a good healthcare provider.
  5. The contracting party or client has the right to have (parts of) the file deleted. Destruction shall take place within three months of a written request, unless it is reasonably plausible that the preservation is of substantial interest to a person other than the client, and insofar as the provisions by or under the law preclude destruction.

Article 10 – Confidentiality and privacy

  1. FYEO does not provide data to third parties without the consent of the contracting party or client, except for those directly involved in the execution of the treatment agreement and/or if the provision of data and inspection is necessary for the work to be performed by them.
  2. All medical data is processed in accordance with the General Data Protection Regulation (GDPR) and the WGBO. FYEO operates a privacy policy, which is made available to the contracting party or client upon request and can be found on the website: www.fyeo.nl/privacy
  3. Internal consultations between healthcare providers within FYEO are not covered by confidentiality to the extent necessary for the proper and careful performance of the procedure.

Article 11 - Care of property

FYEO shall take reasonable measures to prevent damage or loss of the property of contracting parties or clients. The contracting party or client is advised to leave valuables at home or give them to a companion. FYEO will not be liable for loss, theft or damage unless there is intent or gross negligence.

PART 3 – OBLIGATIONS OF THE CLIENT AND CONTRACTING PARTY

Article 12 – Duty to inform and cooperate

The contracting party or client shall provide to the best of their knowledge the information and cooperation necessary for the proper performance of the procedure. The contracting party or client must be able to identify themselves with a valid identity document upon request.

Article 13 – Obligations and responsibilities of contracting party or client

  1. The contracting party or client is personally responsible for the correct use of the prescribed medication and compliance with the (medical) advice given by FYEO.
  2. The contracting party or client must comply with the prescribed medication dosage and instructions for use. Medication may not be shared, sold or passed on to third parties.
  3. Medication is prescribed in accordance with the applicable laws and regulations on medicines and pharmaceutical care; the medication is dispensed on behalf of a pharmacy.

Article 14 – Cancellation, payment, prices and rescheduling

By client: 

An advance payment schedule applies to procedures.

  • The quoted price is valid for 3 months.
  • At least 50% of the invoiced amount must be paid no later than 14 days before the scheduled date of the procedure.
  • The full invoiced amount must be paid no later than 7 days before the date of the procedure.
  • If payment is not made (on time), FYEO may cancel the procedure.

The invoice can be paid via:

  • payment with iDEAL
  • bank transfer
  • debit card payment or cash payment at the clinic
  • payment by instalment through an external lender.

Cancellation of procedure by the client:

  • In the case of cancellation within 14 days before the procedure, 50% of the invoiced amount is due.
  • In the case of cancellation within 7 days before the procedure, 100% of the invoiced amount is due.

The appointment may be rescheduled by the client once free of charge up to 14 days before the procedure.

  • Rescheduling within 14 days before the procedure incurs a fee of €495.
  • For a second or subsequent change, a fee of €495 per change will again apply.

If the client wishes to schedule a new procedure after cancellation, the full advance payment schedule will again apply and any outstanding charges must be paid first.

By FYEO:

FYEO reserves the right to reschedule or cancel a treatment in the event of unforeseen circumstances, including (but not limited to) technical malfunctions of equipment, failure of essential facilities, staff shortages or other circumstances that prevent the provision of proper care to the client.

The client will be informed as soon as possible and may choose to reschedule the appointment or receive a full refund of the amount paid. Cancellation or rescheduling by FYEO does not entitle the client to compensation for additional costs or damages, unless there is an attributable shortcoming in the performance of the treatment agreement (see Article 15).

PART 4 – LIABILITY

Article 15 – Liability of FYEO

  1. FYEO shall be liable for damages resulting from an attributable failure in the performance of the treatment agreement between FYEO and the client.
  2. Liability shall be limited to the amount paid out by FYEO's liability insurance in the relevant case.
  3. FYEO is not liable for any damage, complications or undesirable outcomes resulting from the client's failure to comply with the obligations of the general terms and conditions, medical advice or prescriptions.
  4. In the case of a referral, the legal relationship between the client and FYEO ends and FYEO is not liable for the care provided by that other party. If FYEO engages a subcontractor as part of the provision of care and thereby outsources (part of) the care, the client enters into a medical treatment agreement with both FYEO and the subcontractor. FYEO shall only be liable for damages resulting from an attributable failure in the performance of the treatment agreement between FYEO and the client.
  5. If, for the purpose of executing the treatment agreement, procedures are carried out in a clinic that is not a party to this agreement, this clinic shall be jointly liable for a shortcoming as if it were itself a party to the treatment agreement.

Article 16 – Liability of the client

The client shall be liable for damages suffered by FYEO due to the client's attributable failure to fulfil their obligations, unless such failure cannot be attributed to the client.

PART 5 – COMPLAINTS AND DISPUTES

Article 17 – Complaints procedure Wkkgz

  1. FYEO complies with the Healthcare Quality, Complaints and Disputes Act (Wkkgz).
  2. FYEO has an internal complaints officer who handles and advises on complaints independently. The complaints procedure can be found on the website and will be provided in paper form if requested.
  3. A complaint will be handled within six weeks. If a complaint requires a foreseeably longer processing time, the clinic will notify the client or contracting party by return.
  4. If mediation by the internal complaints officer does not lead to an agreement, FYEO has the option of using an external complaints officer.
  5. If a complaint is not resolved to their satisfaction, the client may submit the dispute to the Geschillencommissie Zelfstandige Klinieken Nederland.

Article 18 – Wkkgz disputes resolution scheme

  1. Disputes between client or contracting party and FYEO may be submitted by both FYEO and the client to the Geschillencommissie Zelfstandige Klinieken Nederland after using the complaints procedure referred to in Article 16. The verdict of the Disputes Committee is a binding opinion.
  2. A dispute must be filed within one year of it arising.
  3. The Disputes Committee can award damages up to a maximum of €25,000.

PART 6 – FINAL PROVISIONS

Article 19 – Deviation

Individual deviations from these conditions may only be agreed in writing and only if they are in favour of the client.

Article 20 – Amendment

FYEO will amend these general terms and conditions in compliance with applicable laws and regulations. Any amendment will be announced on FYEO's website. New general terms and conditions will automatically apply to the treatment agreement from the effective date of the new general terms and conditions.

Article 21 – Applicable law

All agreements between FYEO and the client shall be governed by Dutch law. Disputes that are not submitted to the Geschillencommissie Zelfstandige Klinieken in accordance with FYEO's dispute resolution scheme shall be submitted exclusively to the competent Dutch court.