GENERAL TERMS AND CONDITIONS

These General Terms and Conditions for the provision of dental services (hereinafter referred to as the “General Terms”) set out the rights, obligations, and responsibilities of Meerhof Dental Center (MeerhofDC OÜ, registry code 14095381, located at Pirita tee 20a/2-3 Tallinn 12011, hereinafter referred to as “Meerhof Dental Center”) and the patient of Meerhof Dental Center (hereinafter referred to as the “Patient”) in the provision of dental services to the Patient.

For matters not regulated by these General Terms, the Law of Obligations Act, the Health Services Organization Act, the laws of the Republic of Estonia, and legal acts adopted based on these laws shall apply.

1. Conclusion of the Agreement and Registration for the Service

1.1. The Patient may register for a consultation, procedure, or other services (hereinafter referred to as the “Service”) in person at the clinic, by phone, or via email. Calls to the registration desk may be recorded, in which case the Patient will be informed beforehand.

1.2. The pre-contract for the provision of health services (reservation) between Meerhof Dental Center and the Patient is considered concluded when the Patient registers for the Service. Based on this pre-contract, the Patient has the right to receive the health service at the pre-registered time.

1.3. The agreement for the provision of health services (hereinafter referred to as the “Agreement”) consists of these General Terms, the verbal or written agreement made with the Patient, and the internal regulations and other requirements in force at the Meerhof Dental Center clinic, which have been made known to the Patient.

1.4. By registering for the Service, the Patient agrees to comply with the General Terms.

1.5. If, during the provision of the Service, it becomes necessary to provide additional Services in addition to the already agreed Services, the Service provider will inform the Patient and/or their legal representative of the price of the additional Services in advance and seek consent to provide the Service. If the Patient or their legal representative gives consent and the Patient receives additional Services, the Patient is obliged to pay for these additional Services. If it is not possible to obtain consent from the Patient or their legal representative due to the circumstances, the Service provider is allowed to provide the Service, and the Patient is obliged to pay for it according to the price list if the provision of the Service is in the Patient’s interest and delaying it could endanger the Patient’s life or significantly harm their health.

2. Terms of Service Provision

2.1. Meerhof Dental Center is obliged, under the Agreement, to provide the Patient with health services according to the agreed scope, which will be determined during the consultation and by mutual agreement with the Patient.

2.2. The Patient is required to arrive at the agreed time and place for the provision of the Service. The Patient has the right to cancel the appointment no later than 24 hours before the scheduled visit time, and on weekends/public holidays, no later than 12:00 on the previous working day. If the Patient does not appear for the agreed time for the Service and has not properly notified Meerhof Dental Center in advance, Meerhof Dental Center has the right to charge a penalty, either in the amount of the advance payment or the cost of the registered Service according to the price list.

2.3. Meerhof Dental Center has the right to refuse to provide the Service to the Patient, including refusing registration for the Service, in the following cases:

2.3.1. The Patient has not paid the required amounts within the specified period;

2.3.2. The Patient has any outstanding debts to Meerhof Dental Center;

2.3.3. The provision of the Service is contrary to these General Terms or legal acts;

2.3.4. The Patient repeatedly disregards the healthcare instructions without which, in the opinion of Meerhof Dental Center, the provision of the Service is not feasible or without which the goal of providing the Service cannot be achieved;
2.3.5. The Patient requests a Service that is not scientifically justified or whose provision would pose a greater risk to the Patient’s health than not providing the Service;

2.3.6. The Patient requests a Service for which Meerhof Dental Center does not have a license or expertise;

2.3.7. The Patient does not agree to the provision of necessary additional Services without which the primary Service cannot be provided or would not be feasible;

2.3.8. The Patient has failed to appear for the scheduled appointment more than three (3) times;

2.3.9. The Patient arrives at the appointment intoxicated, behaves inappropriately, or fails to comply with Meerhof Dental Center’s reasonable instructions, behaves repeatedly rudely, or is verbally and/or physically aggressive (including towards other persons in Meerhof Dental Center’s premises);

2.3.10. The Patient is late for the registered Service;

2.3.11. The Service provider is unable to communicate with the Patient in a language understood by the Patient, and the Patient cannot provide a translator;

2.3.12. The Patient’s communication and behavior indicate that the Patient has lost trust in Meerhof Dental Center;

2.3.13. For any other compelling reason that, considering all circumstances, makes it unreasonable to continue providing the Service.

2.4. Meerhof Dental Center has the right to assign claims against the Patient to a debt collection company.

3. Service Fee and Advance Payment

3.1. The Patient must pay for the health service provided to them according to the price list established by Meerhof Dental Center (hereinafter referred to as the “Price List”).

3.2. The indicative Price List is available to the Patient at any time on the Meerhof Dental Center website. The exact cost of the Service provided is determined during the provision of the service by mutual agreement with the Patient. Meerhof Dental Center will, upon the Patient’s request, issue a treatment plan and cost estimate when planning the provision of dental services.

3.3. The exact amount payable by the Patient will be communicated to the Patient after the Service has been provided, and the Patient must pay it at the Meerhof Dental Center reception or, by agreement with a Meerhof Dental Center representative, via bank transfer within 3 days.

3.4. Meerhof Dental Center has the right to request a reasonable advance payment from the Patient, not exceeding 50% of the planned Service’s cost (hereinafter referred to as the “Advance Payment”). The requirement for an advance payment and its amount will be agreed upon separately with the Patient.

3.5. Meerhof Dental Center has the right to reasonably change the Price List. For a Service that the Patient has already registered for, the Service price at the time of registration will apply to the Patient regardless of changes to the Price List. The price of any subsequent Services provided will be subject to the revised Price List.

3.6. If the Patient has paid an Advance Payment for the Service and fails to appear for the Service without a valid reason at least three (3) times and has not canceled the appointments within the prescribed time (according to General Terms clause 2.2), Meerhof Dental Center has the right to withhold the Advance Payment from the Patient as a penalty to cover the preparation costs for providing the Service.

3.7. If the Patient delays payment for the Service, Meerhof Dental Center has the right to charge the Patient interest at the rate of 0.1% per day on the unpaid amount for each day of delay until the full amount is paid.

4. Rights and Obligations of the Parties

4.1. Meerhof Dental Center Obligations:

4.1.1. To inform the Patient about the results of their examination, the nature, purpose, and objectives of the proposed Service, and any potential risks and consequences associated with the Service. If requested by the Patient, Meerhof Dental Center will provide this information in a written form that can be reproduced.

4.1.2. To provide the Patient with health services that meet the general standards of (dental) medicine at the time the service is provided and to perform these services with the usual care expected from a healthcare provider.

4.1.3. To ensure a safe and secure treatment environment.

4.1.4. To properly document the provision of the Service and maintain the relevant documents.

4.2. Meerhof Dental Center Rights:

4.2.1. To unilaterally change the time of the Patient’s appointment for organizational or other significant reasons. Meerhof Dental Center will notify the Patient of any changes to the appointment, including changes in the attending physician, through the same method used for the original registration.

4.2.2. To refuse to provide or to terminate the provision of the Service in cases specified in section 2.3 of the General Terms.

4.3. Patient Rights:

4.3.1. To actively participate in decision-making regarding the Service, be involved in the Service provision process, give consent for the Service, or refuse it. Consent to start treatment is considered as the Patient’s agreement to receive health services.

4.3.2. To cancel or change their booked appointment without providing a reason, provided they adhere to the notice period specified in section 2.2 of the General Terms.

4.4. Patient Obligations:

4.4.1. To disclose to Meerhof Dental Center all health-related information necessary for the provision of the Service, including all relevant details about their health, health records, information about medications they are currently taking or have recently taken, and to inform Meerhof Dental Center about any allergies, concomitant diseases, and other health-related conditions.

4.4.2. To assist Meerhof Dental Center as needed for the provision of the Service, including answering all questions asked by Meerhof Dental Center.

4.4.3. To appear at the agreed time and place for the provision of the Service at Meerhof Dental Center.

4.4.4. To comply with medically justified treatment, prescriptions, and instructions given by the healthcare provider during, before, and after the provision of the Service.

4.4.5. To follow the healthcare provider’s orders and instructions, both written and verbal, while in the premises of Meerhof Dental Center.

4.4.6. To immediately inform Meerhof Dental Center of any complications arising after the provision of health services or non-compliance with the treatment plan and healthcare provider’s instructions.

5. Quality of the Provided Health Services

5.1. The quality of the Service provided by Meerhof Dental Center will meet at least the general standards of (dental) medicine at the time the Service is provided and will be performed with the usual care expected from a healthcare provider.

5.2. In accordance with § 766 (2) of the Law of Obligations Act, Meerhof Dental Center cannot guarantee the Patient’s recovery or the success of any examination/procedure/surgery.

6. Patient Notification and Consent

6.1. The provision of the Service will occur with the Patient’s consent, which is given after they have been informed by the healthcare provider as per section 4.1.1 of the General Terms.

6.2. It is assumed that the Patient has consented to the provision of the Service upon arrival, unless otherwise indicated. For major treatments or at the Patient’s request, Meerhof Dental Center may prepare a treatment plan and cost estimate, detailing the scope of work and indicative costs.

6.3. The Patient may withdraw their consent at any time after it has been given. Withdrawal of consent must always be made in writing.

6.4. If the Patient withdraws their consent during the provision of the Service, the service provider will immediately cease the Service if it is possible to do so without harming the Patient’s health.

7. Applicable Law and Complaint Resolution

7.1. The agreement, its performance, and interpretation, as well as any disputes arising from it, will be governed by the laws of the Republic of Estonia.

7.2. The Patient has the right to file complaints against Meerhof Dental Center or the dentist providing the Service. Complaints should be sent to Meerhof Dental Center via email at info@meerhofdk.ee. The complaint should include the Patient’s name and contact details, the date of the Service, the name of the dentist, a description of the circumstances, and the Patient’s demands. Meerhof Dental Center has the right to invite the Patient for an additional appointment related to the complaint, and if the complaint is deemed valid, to rectify the issues at its own expense. Meerhof Dental Center will not compensate for any damages (including refunding the Service fee) if the Patient fails to attend the additional appointment or unjustifiably refuses the correction of defects. Meerhof Dental Center will register all complaints and respond to the Patient’s complaint within 30 days from its registration.

7.3. Disputes arising from the provision of the Service should initially be resolved through negotiation. If negotiations fail, either party may turn to the Health Services Quality Expert Committee operating under the Ministry of Social Affairs for dispute resolution. If the dispute cannot be resolved through these means, either party may seek resolution through the county court.

7.4. The Patient also has the right to file a complaint regarding the health services with the Ministry of Social Affairs, the Estonian Health Insurance Fund, or the Health Board.

8. Liability

8.1. Meerhof Dental Center and the immediate provider of health services are liable for any breaches of their obligations, particularly in cases of diagnostic or treatment errors and breaches of the Patient’s notification obligations.

8.2. Meerhof Dental Center is not liable for any negative consequences arising from the provision of the Service if the immediate provider of health services has informed the Patient about potential risks and consequences, and the Patient has consented to receive the health services.

8.3. The Patient must prove the basis for liability of Meerhof Dental Center and the immediate provider of health services, except where the provision of health services to the Patient has not been properly documented.

8.4. If the Patient does not follow the treatment plan and instructions of the healthcare provider before, during, or after the provision of the Service, they are responsible for the consequences of non-compliance, including any resulting decline in Service quality.

8.5. Meerhof Dental Center is not responsible for any items brought into the premises by the Patient.

9. Data Protection

9.1. The conditions for processing patient personal data are outlined in Meerhof Dental Center’s privacy policy, which is available electronically on the Meerhof Dental Center website [https://meerhofdk.ee/](https://meerhofdk.ee/) and in paper form at the clinic’s administrator’s office.

10. Headings, Singular and Plural

10.1. The headings of the sections and subsections in this agreement are for reference purposes only and to facilitate reading of the agreement. These headings have no legal significance in the performance or interpretation of the agreement.

10.2. Terms and concepts used in the singular in the agreement also refer to the plural, and vice versa, unless the text or meaning of the agreement indicates otherwise.

11. Delay and Validity of Provisions

11.1. A delay in exercising or performing any right or obligation under the agreement does not constitute a waiver of that right or obligation. The failure to exercise any right in full or in part does not preclude the future exercise of that right or any other rights or obligations.

11.2. The invalidity of any individual provision of these terms due to its conflict with the law does not affect the validity of the rest of the agreement or other provisions. In such cases, the parties will make their best efforts to replace the invalid provision with a valid one that aligns with the intended purpose of the original provision.