Scope of application

These terms and conditions apply to the booking of services provided by the medical centres, vaccination units and remote clinics (hereinafter “Services”) of Pihlajalinna Group (hereinafter “Service Provider”), regardless of the manner of booking.

Pihlajalinna’s electronic booking system (hereinafter “System”) is a booking system provided by the Service Provider that the customers can use to book Services with the Service Provider. Using the System requires the customer to commit to following these terms and conditions. Before booking an appointment in the System, the customer is given the opportunity to read these terms and conditions. The terms and conditions will become part of the agreement between the Service Provider and the customer who booked the appointment.

The Customer understands that the Service cannot be used in emergency situations — instead, they must contact the emergency number 112.

Conclusion and contents of the agreement

Unless otherwise agreed upon in writing, an agreement is concluded between the parties when the customer and the Service Provider agree on the booking. The booking may take place through the System, over the phone, electronically or at a medical centre, etc.

Collection and processing of personal data

In connection with using the System, the Service Provider collects browser behaviour data from websites and mobile sites with the help of cookies or similar technology. The data may be utilised and used to develop, market and analyse the business operations and customer service of the companies in the Service Provider’s Group, for compiling statistics and similar purposes. Cookies or similar technology can be used to collect information such as identification data, e-mail address and contact information, such as addresses or telephone numbers. The processing of personal data is described in more detail in the privacy policy, which can be found on the pihlajalinna.fi website under Privacy Statements.

Information provided by the customer

The customer shall provide the Service Provider with the information requested by the Service Provider in the System or otherwise. The customer assures that the information is accurate and up to date. The customer shall be responsible for any mistakes or delays resulting from incorrect, insufficient or expired information provided by the customer.

Cancellation and delays

The Service Provider shall have the right to charge the customer for an unused appointment if the appointment has not been cancelled at least 24 hours prior or at a different time specified in a separate, company-specific service agreement.

Should the customer arrive late, the Service Provider shall not be obligated to exceed the agreed schedule or start an agreed procedure if it cannot be performed in the agreed schedule. The Service Provider shall aim to receive the customer or patient at the agreed time; however, the agreed time cannot be guaranteed due to the nature of healthcare services.

Cancelling an appointment

Appointments can be cancelled by using the MyPihlajalinna link on the pihlajalinna.fi website, in the Pihlajalinna Health App or by calling the nationwide customer service at 010 312 010.

Prices

Price lists valid at each time shall apply to the Services of the practitioner (the physician conducting the appointment, therapist, nurse or some other specialist) and the Service Provider, in addition to a processing fee. Any appointment-related statements, laboratory tests, X-rays, procedures, possible vaccinations, medications and supplies shall be charged separately. In addition, phone calls, such as callback requests conducted as phone appointments, shall be charged separately. Due to the nature of healthcare services, it is impossible to assess all the necessary tests and procedures in advance. The currently valid price list is available under Price lists on the pihlajalinna.fi website.

Term of payment

Unless otherwise agreed upon in writing, the customer shall pay for the Service at the time of the appointment with the payment methods accepted by the Service Provider.

The Service Provider shall be entitled to collect a prepayment according to its discretion. The customer must inform the clinic before booking the appointment and using the healthcare service if they are unable to pay for the service in the aforementioned manner.

The Service Provider shall have the right to suspend its contractual obligations if there is reason to suspect that the customer will neglect their contractual obligations. In the event of a delayed payment, the customer shall be obligated to pay a penalty interest in accordance with the Interest Act as well as reminder and collection charges.

If a separate invoice must be sent for the Service to the customer, the Service Provider shall be entitled to charge an invoice fee in accordance with its valid price list. The term of payment for such invoices is 14 days net.

Other than self-paying customers

If the service is included in occupational healthcare or the customer does not personally pay for the Service due to some other reason, the customer shall find out and ensure the payment arrangement before booking the appointment to ensure efficient services.

If the party reported by the customer does not pay for the Service, the customer shall be liable to make the payment.

Limitation of risk in online bookings

The Service Provider is constantly updating and developing its online services (including the System). The Service Provider always aims to produce flawless and fast services for its customers, whether online or in person. However, we cannot guarantee the complete flawlessness or availability of the online services. The Service Provider shall not be liable for indirect or direct damages potentially caused to the user as a result of using the Service Provider’s System or other online services.

In addition, the Service Provider shall not be liable for any interruptions in online services for reasons such as maintenance work, technical errors, updating the online services, publishing new versions or other similar reasons or for direct or indirect damages caused by functions or malfunctions in online bookings or cancellations. The Service Provider shall not be liable for the functionality of the online service users’ data connections, and the Service Provider’s employees shall not provide advice related to the functions or installation of data connections.

Force majeure

The Service Provider shall not be liable for delays or other infringement of obligations resulting from reasons not attributable to the Service Provider. Reasons not attributable to the Service Provider include strikes or other industrial action, fires, hospital-acquired infections as a reason for interruption or some other delay, an illness of the professional booked for the appointment, an interruption in power supply, data connections or information systems, action under public law or some other reason the Service Provider cannot reasonably be expected to eliminate.

Applicable law and dispute settlement

These general booking terms shall be governed by Finnish law, excluding the connecting factor rules. Any disputes related to the booking terms and conditions shall finally be settled in the District Court of Pirkanmaa.