General Terms and conditions Holistic Swan

Version: September 2026

These general terms and conditions apply to the services provided by Holistic Swan. Together with the treatment agreement, privacy statement and any separate agreements, they form the basis of the relationship between Holistic Swan and the client.

Article 1 – Identity and Applicability

1.1. Holistic Swan is a practice for body-oriented therapy, mindfulness and massage therapy, located at Domselaerstraat 92 in Amsterdam.

1.2. These general terms and conditions apply to all appointments, treatments, sessions, programmes, training courses and other services provided by Holistic Swan, unless otherwise agreed in writing.

1.3. For individual therapeutic guidance, specific provisions may also apply from the intake, treatment agreement and the professional and quality standards to which the therapist is bound.

1.4. By making an appointment and/or starting a programme, the client declares that they have read these terms and conditions and agree to them.

1.5. If any provision of these terms and conditions proves to be null and void or invalid, the remaining provisions shall remain in force. The parties will then consult with each other to agree on a valid provision that comes as close as possible to the original intention.

Article 2 – Services and Nature of the Guidance

2.1. Holistic Swan provides, among other things, body-oriented therapy, mindfulness and holistic massage.

2.2. The services are aimed at guidance, awareness, support and promoting the client’s physical and psychological well-being.

2.3. The therapist has an obligation to make reasonable efforts and not an obligation to achieve a specific result. Therefore, no guarantee can be given regarding a particular outcome.

2.4. The client remains responsible for their own choices, behaviour and decisions made during or after the guidance.

2.5. Holistic Swan is not a crisis service. In the event of acute psychological or physical distress, suicidality, severe dysregulation or other emergency situations, the client should contact their GP, the out-of-hours GP service, 112 or an appropriate crisis service.

2.6. During the intake and throughout a programme, Holistic Swan assesses whether the guidance offered is appropriate and responsible. If the issues fall outside the expertise or capabilities of the practice, the client may be advised to consult another healthcare provider or organisation.

Article 3 – Intake, Information and Cooperation

3.1. Before the start of a therapeutic programme, an intake session takes place. During this session, the client’s request for help, goals, relevant background information and the suitability of the guidance are discussed. In some cases, the therapist may decide to extend the intake by scheduling one or more additional intake sessions. This will be explained to and discussed with the client.

3.2. The client provides all information that is reasonably relevant to safe and appropriate guidance, including relevant physical and psychological complaints, medication, previous treatments and circumstances that may affect the treatment.

3.3. The client is responsible for the accuracy and completeness of the information provided.

3.4. If the client withholds relevant information, this may affect the safety and suitability of the guidance. Holistic Swan may therefore suspend or terminate the guidance if continuing is not responsible.

3.5. Before requesting or providing substantive information to other healthcare providers, the client’s consent will be requested in advance insofar as legally required.

Article 4 – Appointments, Attendance and Cancellation

4.1. An appointment is definitive once it has been confirmed verbally, by telephone, by email, through an online booking system or in any other manner.

4.2. Appointments can be cancelled or rescheduled free of charge up to 24 hours before the agreed start time.

4.3. In the event of cancellation within 24 hours or failure to attend, the full fee for the reserved appointment will be charged.

4.4. This cancellation policy also applies when the client is ill or unable to attend, unless Holistic Swan decides otherwise in an individual situation.

4.5. In the event of force majeure on the part of Holistic Swan, an appointment may be rescheduled or cancelled. In that case, no fee will be charged for the cancelled appointment.

4.6. If a client repeatedly arrives late, the session cannot always be extended. The reserved time slot remains the basis for scheduling.

4.7. For an online appointment, the client is responsible for a suitable, quiet and sufficiently secure environment and a properly functioning internet connection, unless otherwise agreed.

Article 5 – Fees and Payment

5.1. The current fees are stated on the website, in the appointment confirmation or in a separate quotation/agreement.

5.2. After the session, the client receives an invoice by email or through an agreed payment method. The parties may also agree on a different invoicing period. In that case, all sessions that took place within the relevant period will be invoiced together after that period has ended.

5.3. Invoices must be paid within 14 days of the invoice date, unless otherwise agreed in writing.

5.4. In the event of late payment, a payment reminder may be sent. If payment is still not made, Holistic Swan may suspend further services and, insofar as legally permitted, charge reasonable collection costs.

5.5. Any objection to an invoice should be reported in writing as soon as possible and preferably within 14 days of receipt. An objection does not automatically suspend the payment obligation.

5.6. Any reimbursement by a health insurer, employer or other third party does not affect the client’s payment obligation, unless explicitly agreed otherwise.

Article 6 – Termination of a Programme

6.1. The client may terminate the guidance at any time. It is advisable to discuss this with the therapist so that the programme can be concluded carefully.

6.2. Holistic Swan may terminate a programme when there are compelling reasons to do so, for example when the client’s request for help falls outside the services or area of expertise, when safety cannot be sufficiently guaranteed, when the cooperation is structurally unworkable or when necessary information is missing.

6.3. Upon termination, any outstanding financial obligations will be settled.

6.4. Where possible, the appropriate next step will be discussed upon termination, for example referral to a GP, psychologist, psychotherapist, psychiatrist or other appropriate healthcare provider.

Article 7 – Records, Privacy and Confidentiality

7.1. For therapeutic guidance, a client record may be maintained insofar as this is necessary for proper and careful service provision and/or legally required.

7.2. To the extent legally applicable, the client has the right to access their record and to have factual inaccuracies corrected. Rights and exceptions are explained further in the privacy statement.

7.3. Personal data and health data are handled carefully and confidentially in accordance with applicable privacy legislation and professional rules.

7.4. Information about the client will not be shared with third parties without consent, unless a legal obligation or another legal basis permits or requires this.

7.5. The therapist is bound by confidentiality. This confidentiality is subject to exceptions arising from legislation and the professional code, for example where there is a legal reporting or information obligation or where disclosure of confidential information is lawful and necessary.

7.6. For more information, please refer to the separate Privacy Statement of Holistic Swan.

Article 8 – Quality, Professional Code and Complaints

8.1. Holistic Swan works in accordance with the professional standards and professional rules applicable to the therapist, including the professional code of the Vereniging van Integraal Therapeuten (VIT), where applicable.

8.2. Holistic Swan operates within the framework of the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz), insofar as this law applies to the services concerned.

8.3. In the event of dissatisfaction or a complaint, the client is invited to discuss this with the therapist first. A problem can often be resolved through direct communication.

8.4. If a complaint cannot be resolved satisfactorily, the client may make use of the complaints and disputes procedure applicable to Holistic Swan. The current details of the complaints officer, professional association and disputes body are stated on the website.

8.5. A complaint does not affect payment obligations that are already due and payable, unless otherwise provided by law.

Article 9 – Liability

9.1. Holistic Swan carries out treatments, sessions and other services carefully and to the best of its knowledge and ability. The guidance is based on the information provided by the client and on the therapist’s professional knowledge and experience.

9.2. The client remains responsible for informing Holistic Swan fully and in a timely manner about physical and psychological complaints, medical conditions, medication, treatments and other circumstances that may be relevant to the safety and suitability of the guidance.

9.3. Holistic Swan is not liable for damage resulting from the client failing to provide relevant information, providing incomplete or late information, or failing to follow the therapist’s advice or instructions.

9.4. During body-oriented therapy, exercises and massage, the client’s boundaries and capabilities are always taken into account. The client should indicate when an exercise, touch or treatment is unpleasant, unwanted, painful or too intense. The client may refuse or stop a treatment or any part of it at any time.

9.5. Holistic Swan is not liable for damage resulting from risks inherent in the nature of a treatment or exercise, insofar as these risks were reasonably communicated in advance and the treatment was carried out with due care.

9.6. To the extent legally permitted, Holistic Swan is not liable for indirect damage, consequential damage, loss of income, loss of earnings or other financial damage arising from the treatment or guidance.

9.7. If Holistic Swan is liable for damage, liability shall, insofar as legally permitted, be limited to the amount charged for the relevant treatment or service, unless Holistic Swan’s liability insurance pays a higher amount in the specific case.

9.8. The limitations of liability set out in this article do not apply in the event of intent or deliberate recklessness on the part of Holistic Swan. Nor do these limitations apply where the law provides that liability may not be excluded or limited.

9.9. Any claim for liability should be submitted in writing to Holistic Swan as soon as possible after the client has discovered, or reasonably could have discovered, the damage, so that the situation can be investigated and appropriate measures can be taken where possible.

Article 10 – Safety and Limits of the Services

10.1. The therapist, together with the client, monitors whether the guidance remains within a safe and appropriate range.

10.2. Holistic Swan may interrupt or terminate a session if the therapist considers that continuing at that time would not be responsible.

10.3. For body-oriented exercises, touch or massage, the client’s consent, boundaries and current condition are always taken into account.

10.4. The client may always refuse or stop an exercise, touch or intervention.

10.5. The guidance provided does not replace necessary medical diagnostics or medical treatment. In the event of physical complaints or uncertainty about the medical cause, the client is advised to contact their GP or another qualified healthcare provider.

Article 11 – Force Majeure

11.1. If Holistic Swan is unable to carry out an appointment or programme due to circumstances beyond its reasonable control, the performance may be temporarily suspended or the appointment may be rescheduled.

11.2. Force majeure may include illness, accident, serious personal circumstances, failures in communication or ICT systems, government measures and other circumstances that could not reasonably have been foreseen or prevented.

Article 12 – Changes to the Terms and Conditions

12.1. Holistic Swan may amend these general terms and conditions when there is reason to do so, for example due to changes in legislation and regulations, professional standards or the practice’s operations.

12.2. The most current version is published on the website. For ongoing programmes, changes that have significant consequences for the client will be communicated in a timely manner.

Article 13 – Applicable Law

13.1. The agreement between Holistic Swan and the client is governed by Dutch law.

13.2. Disputes should preferably first be resolved through mutual consultation. If a dispute cannot be resolved in this way, the procedure arising from the applicable complaints, disputes and statutory regulations will be followed.

Article 14 – Practice Details