General Terms and Conditions

Date: March 29, 2026

Version: 1.0


Contents:

A. House rules

B. Treatment Agreement


When booking an appointment with VitaLonga, you agree to comply with the house rules and treatment agreement.


A. House rules

To give the client the necessary time, energy and attention, it is important to observe certain rules. This way, both the healthcare provider and the client know what to expect.

  1. Arriving on time. Clients must arrive at the practice at the agreed time. Schedules are tightly organised to make efficient use of practice days. If a client is late, the consultation may be shortened or may not be able to take place, meaning a new appointment will need to be made. If you miss an appointment or arrive late, you will be charged for the full time reserved.
  2. Appointments may be cancelled or rescheduled up to 48 hours before the scheduled time. For cancellations or rescheduling with less notice, the reserved time will be charged. You can reschedule or cancel appointments through the client portal. Last-minute cancellations (within 48 hours) by email or WhatsApp.
  3. Appointments are scheduled for a specific amount of time, which is agreed in advance. If an appointment takes longer, it may be extended if the schedule allows and in consultation with the client. The additional time is charged in 15-minute increments.
  4. The consultation appointment is made with the client and intended for the client. If the client brings a third party to the appointment, this is the client’s choice. If the third party has questions for the doctor about their own health, a separate appointment must be made.
  5. I work with carefully selected, high-quality products. These may be more expensive than, for example, store-brand products. Products can differ in their composition and/or quality. For your health and the best results, I prefer to choose quality products (which can sometimes include a store brand). If the client decides not to follow the advice given, they do so at their own risk; this also applies to other advice given during treatment.
  6. Brief questions about treatment already underway may be sent by email. If you have many questions, they are too complex to answer by email, or they concern a medical issue other than the one for which treatment began, a consultation (by phone if appropriate) will need to be scheduled.
  7. If the client is receiving treatment at VitaLonga, they give the healthcare provider permission to consult with colleagues as needed to improve, review or adjust the client’s treatment plan. Consultations are almost always anonymous, unless it is in the client’s interest for their name to be mentioned. I always ask for your permission first.
  8. To ensure everyone receives appropriate support, I do not accept clients with (serious) psychiatric conditions and/or diagnoses such as psychosis, schizophrenia, bipolar disorder, or severe addiction. This group needs specialized care that we cannot provide.
  9. I only provide feedback to and/or consult with your GP at the client’s request. This is not standard practice.



B.    Treatment Agreement

Establishment of the treatment agreement

  1. The treatment agreement is established when the client, having been informed about the treatment, its risks and alternatives, agrees to receive it from the healthcare provider.
  2. To enter into the treatment agreement, the client must be at least sixteen years old. If the client is under sixteen, consent must be given by the client in the presence of a parent/legal guardian, and by the parent/legal guardian as well. The parent/legal guardian is then responsible for the client’s obligations.
  3. The healthcare provider and client fulfil the obligations arising from the treatment agreement.
  4. The client shall, to the best of their knowledge, provide the healthcare provider with the information and cooperation reasonably required to carry out the treatment agreement.

Termination of the treatment agreement

  1. The healthcare provider may terminate the treatment agreement only for compelling reasons, including in any event a serious breakdown in the relationship of trust, being unable to provide responsible care, or the client’s persistent failure to keep appointments.
  2. The client may terminate the treatment agreement at any time. If the agreement is terminated, the client must reimburse the costs incurred up to that point that can reasonably be attributed to them. The healthcare provider will take reasonable steps to minimise the financial loss.

Payment terms

  1. The client is aware of the fees charged and must agree to them before treatment.
  2. Payment for individual consultations must be made by bank transfer before or immediately after a treatment or treatment program.
  3. Payment for a treatment program must be made before the program begins.
  4. The commissioning organisation/client will receive an invoice by email after each consultation. Separate invoices for each consultation will also be sent by email for consultations that are part of a treatment programme. The invoices can be submitted to your health insurer.
  5. Appointments are scheduled for a set amount of time, which is confirmed in advance. If an appointment runs longer, and the schedule allows, it can be extended in consultation with the client. The additional time is charged in 15-minute increments. The extension will begin once the client has agreed to it.
  6. If the client has not paid the amount due within 14 days of the invoice date, a payment reminder will be sent. If the patient has not paid within 30 days of the invoice date, a demand for payment will be sent. This will require the patient to pay immediately to avoid debt collection proceedings. If payment is still outstanding, a final demand will be sent six weeks after the invoice date. The amount will be increased to include out-of-court collection costs and statutory interest. If payment remains outstanding, collection of the amount due will be handed over to a debt collection agency eight weeks after the invoice date. The client will incur substantial costs as a result, including collection fees, administration costs and interest lost on the amount due.

Reimbursements

  1. Consultations and treatments may be fully or partially reimbursed under your health insurer’s supplementary package. Clients should check themselves (in advance) what reimbursement options are available. Please note that your healthcare provider, Laura Bonouvrié, is a member of the professional association AVIG and is registered in naturopathy and lifestyle medicine (performance code 24005).
  2. Medical treatments are also tax-deductible. In addition, you can claim a fixed amount as a tax deduction for specific diets.

Cancellation policy

  1. Appointments can be rescheduled or changed free of charge up to 48 hours in advance via the client portal of the electronic patient record (EPR).
  2. Cancellations made within 48 hours can be sent via WhatsApp or email.
  3. If an appointment is cancelled late (within 48 hours), the full cost of the reserved time will be charged. This will be shown on the invoice, which generally cannot be submitted to your insurer for reimbursement.
  4. An appointment means any consultation or treatment, whether by phone or in person.
  5. If a client arrives late, consultations may start up to 15 minutes after the scheduled time. The consultation may then be shortened to end at the agreed time. The full reserved time will be charged.
  6. If the client is still absent 15 minutes after the scheduled time, this will be recorded as a no-show and the full consultation fee will be charged. The client will receive an invoice confirming the no-show. The invoice usually cannot be claimed from insurance.
  7. If, for any reason, a client is unable to attend an appointment in person (within 48 hours of the appointment), they may switch a face-to-face consultation to a telephone or video call on the already scheduled date and time, at no extra cost. The client should email or WhatsApp to request this. VitaLonga will then change the appointment.
  8. If the healthcare provider is ill, no replacement will be arranged. The consultation will be cancelled and rescheduled for another date or time in consultation with the client.
  9. If the healthcare provider is ill for an extended period, a replacement will be arranged in consultation with you, or treatment will be discontinued.
  10. Refunds are available for individual consultations and treatments cancelled at least 48 hours in advance.
  11. Refunds are not available for treatment programmes cancelled partway through or after their validity period has expired.

Communication

  1. VitaLonga can be contacted by clients via the EHR client portal, email or WhatsApp for brief, non-sensitive questions. For sensitive or more detailed questions, please schedule a phone appointment.
  2. Questions sent via the client portal, email or WhatsApp are generally answered within 3 business days. If the healthcare provider is away due to illness or vacation, it may take longer.
  3. For medical emergencies that cannot wait, always contact your GP or out-of-hours GP service. In an emergency, call 112.

Privacy summary

See also the full privacy policy

1.     The doctor at Vitalonga is bound by professional confidentiality. This means that (medical) information will not be shared with third parties without the express consent of the client. For more information, please read the privacy statement. 

2. The healthcare provider will comply with the General Data Protection Regulation (GDPR). The general rights and obligations of the client and healthcare provider can also be found in the agreement for medical treatment under Article 7:446 of the Dutch Civil Code (WGBO). This states, among other things, that the client has the right to access their file, the right to receive information from the healthcare provider and the right to give consent to treatment.

3.     Under the law, young people aged 16 and over are able to make their own decisions about medical treatments. The healthcare professional/doctor is not authorized to provide parents or legal guardians with medical information about the treatment without the express consent of the client.

Liability

  1. The healthcare provider is not liable for any damage arising if you decide not to follow the treatment advice or attend the required check-ups.
  2. The healthcare provider is not liable for damages of any kind arising from the failure to provide information, the provision of incorrect information or the provision of incomplete information. The client is responsible for providing the healthcare provider in a timely manner with all information that the healthcare provider indicates is necessary, or that the client should reasonably understand is necessary for the proper performance of the agreement.
  3. The healthcare provider is not liable for (unexpected) side effects or for the desired effect not being achieved during or after treatment.
  4. The care provider is not liable for damage to or theft of the client's property in the building or on the grounds.

Changes to the terms and conditions and fees

  1. The general terms and conditions can be found on the VitaLonga website. The latest published version always applies.
  2. Fees and treatment programmes may change from time to time. A treatment programme that has already been paid for will continue unchanged. For follow-up consultations after a treatment programme, the healthcare provider will inform the patient of the current prices.

Complaints procedure

  1. If you are dissatisfied with the way you have been treated or with the treatment you received, please let us know as soon as possible. Complaints about the performance of the treatment agreement must be submitted to the healthcare provider promptly (within six weeks of the incident), in writing and with a full description (by email), after the client has identified the shortcomings.
  2. The healthcare provider will respond to complaints received within ten working days of receipt. If a complaint is expected to take a long time to process, the healthcare provider will send the client an acknowledgement of receipt and an indication of when a more detailed response can be expected.
  3. If a complaint cannot be resolved by mutual agreement between the healthcare provider and the client, a dispute arises that may be submitted to the complaints committee.
  4. VitaLonga is affiliated with a complaints procedure through the professional association AVIG. If we are unable to resolve your concern together, you can submit a complaint to the AVIG professional association’s secretariat in Bunnik at info@avig.nl

Domestic Violence and Child Abuse Reporting Code

  1. The reporting code sets out how a healthcare provider should respond to signs of domestic violence and child abuse and how to report them. Under the Youth Care Act, every healthcare provider bound by professional confidentiality has the right to report suspected child abuse. This right includes providing information about the parents and/or child at the request of the Child Abuse Reporting Centre, if necessary without the consent of the child and/or parent.