Terms and conditions
What you can expect from us, and we from you.
These terms apply to your consultations and treatments at the practice and to everything you buy in our shop. They are set out here in plain language — not as small print at the foot of an invoice.
The rule that matters most often
Rescheduling or cancelling: up to 24 hours in advance.
Rescheduling or cancelling is done through the link in your confirmation e-mail or in the app, up to 24 hours in advance. After that we charge for the reserved time. One rule, the same on every page — because your diary is our diary too.
01
Appointments & consultations
Every journey starts with a consultation. We do not sell a treatment before someone has seen you.
What is on this site is not medical advice
The information on this website is general practice information and does not replace a consultation. Whether a treatment is suitable for you is always assessed by the physician during a personal consultation. Prices quoted for medical treatments are indicative tariffs, confirmed during that consultation.
A consultation first, always
You book a consultation, not a treatment. During that conversation we go through your intake and your scan, discuss what is possible and what is not, and you receive a plan with an indicative price. Sometimes the advice is: do nothing for now. That is a legitimate outcome too.
Age and capacity
We perform aesthetic treatments from the age of eighteen. In minors we treat only on medical indication, with the consent of both parents or the guardian and after a separate conversation.
[Jurist] wet esthetische geneeskunde 23/05/2013 — leeftijdsgrenzen en reclameverbod verifiëren
[Jurist] wet esthetische geneeskunde 23/05/2013 — leeftijdsgrenzen en reclameverbod verifiëren
Consent and reflection time
For every treatment you receive information about risks, alternatives and expected duration, and you sign a consent in the app. There is a reflection period between the consultation and a first treatment; we ask for it not as a formality but because you should be able to read it over again at home.
[Jurist] wettelijke bedenktijd per ingreep vastleggen
[Jurist] wettelijke bedenktijd per ingreep vastleggen
What you have to tell us
Medication, blood thinners, pregnancy or breastfeeding, autoimmune disease, earlier treatments with filler or permanent products, and active infections. Without this a treatment can be unsafe or ineffective — and we cannot stand behind it.
Arriving late or not at all
For rescheduling and cancelling the rule above applies: up to 24 hours in advance. If you arrive later, we treat in the time that is left, so the patient after you is not kept waiting. If you do not come without letting us know, we charge for the reserved time.
When we cancel
If a physician is unavailable or a treatment is not medically justifiable, we call you and move the appointment at no cost. If we no longer offer a treatment, we refund any advance payment in full.
02
Result & follow-up
We promise a method and a follow-up, not an outcome. That is not caution; that is how medicine works.
No guarantee of result
Anatomy, skin quality, age and lifestyle all help determine how much effect you get and how long it lasts. We give you a realistic range in advance and measure afterwards against your own baseline — not against an example photograph.
Check-ups and adjustment
With injectables a check-up is included within the period stated on your treatment page. Adjusting within that window is not charged; a new full treatment is.
Complications
If there is a complication you come to us, including outside opening times, on the number in your aftercare message. Treating a complication that follows from our procedure is included.
Following the aftercare
The aftercare instructions in the app are part of the treatment. Anyone who does not follow them — sun, sport, alcohol or massage too soon after the procedure — raises the risk of a poorer result, and that is not something we can correct at our expense.
03
Shop & shipping
The shop holds what we use in aftercare ourselves. No margins on advice, no bundle discounts.
Ordering and availability
Your order is final once paid. If a product is sold out, we let you know within two working days and either refund you or deliver later, whichever you prefer.
Shipping within Belgium
Shipping within Belgium usually takes two to three working days. From [drempel] euro shipping is free; below that we charge [bedrag] euro. Collection at the practice is always possible and free of charge.
[Jurist] tarieven en drempel invullen
[Jurist] tarieven en drempel invullen
Outside Belgium
We ship within the EU. Delivery times and costs appear at checkout; import duties outside the EU are for the recipient.
Damaged or wrongly delivered
Report it within seven days with a photograph. We send a replacement or refund you at no cost — no argument about who dropped the parcel. The legal warranty for consumer goods continues to apply in full.
Products and advice
What is in the shop is there because we use it in aftercare. We do not sell supplements and we give no advice that is sponsored by manufacturers.
Right of withdrawal · shop
Fourteen days to change your mind, no reason needed.
Products from the shop may be returned within fourteen days of receipt without justifying your choice. There is one exception, and it is a statutory one: sealed cosmetics you have opened cannot be taken back for reasons of hygiene. Treatments and consultations do not fall under the right of withdrawal — the cancellation policy above applies to those.
Period
14 days after you receive your parcel.
Notifying us
One e-mail is enough — a form is not required.
Exception
Opened sealed cosmetics, for reasons of hygiene.
Refund
Within 14 days of receiving the return, to your original means of payment.
[Jurist] modelformulier herroeping als bijlage toevoegen
04
Payment & prices
Prices for treatments are indicative until after your consultation. What you ultimately pay is set out in writing in your plan.
When you pay
Consultations and treatments are paid at the practice, by card or through the payment link in your record. Shop purchases are paid online at checkout.
Indicative prices
The budgets on our treatment pages are guide prices per journey. After your consultation you receive a plan with a concrete price; that price holds for three months.
VAT and reimbursement
Aesthetic procedures without a medical indication are subject to VAT; medically indicated treatments are not. Reimbursement by your health insurance fund is possible only with a recognised medical indication, for example hyperhidrosis or chronic migraine. We provide you with the documents; the decision rests with your insurer.
[Jurist] btw-regime en attesten laten nakijken
[Jurist] btw-regime en attesten laten nakijken
Unpaid invoices
If an amount is outstanding we first send a reminder at no cost. If payment still does not follow, the statutory reminder costs and interest for consumers apply.
[Jurist] bedragen conform boek XIX WER
[Jurist] bedragen conform boek XIX WER
Prepaid courses of treatment
A course you pay for in advance stays valid for eighteen months and is transferable within your household. If the course is stopped on medical advice, we refund the unused sessions.
05
Complaints & liability
A complaint is information. We would rather have it from you than from a review site.
How we handle a complaint
Write or call us. Within seven working days you receive a substantive answer from the physician who treated you, and where needed a further consultation at no cost.
Where else you can turn
For medical complaints: the ombuds service or the provincial council of the Belgian Order of Physicians (Orde der Artsen). For your data: the Belgian Data Protection Authority (Gegevensbeschermingsautoriteit). For purchases: the Belgian Consumer Ombudsman, Consumentenombudsdienst, and the European ODR platform. Addresses are on the legal information page.
Liability
Our physicians carry professional liability insurance. We are not liable for the consequences of incorrect or incomplete information in your intake, of aftercare not being followed, or of treatments carried out elsewhere. Nothing in these terms limits liability that cannot be limited under Belgian law.
[Jurist] polisgegevens en beperkingen afstemmen op verzekeraar
[Jurist] polisgegevens en beperkingen afstemmen op verzekeraar
Changes to these terms
We publish changes on this page with a version number and date. For a journey already under way, the terms as they stood on the day of your plan apply.
A complaint or a question
Write to info@clinicdouce.be or call 09 233 00 00. We answer within seven working days with a position, not with an acknowledgement of receipt.
Applicable law
Belgian law. In the event of a lasting dispute the courts of the judicial district of East Flanders, Ghent division, have jurisdiction, without prejudice to mandatory consumer protection. As a consumer you can also turn to the Belgian Consumer Ombudsman.