Terms of service.

§1. The clinic

Services are provided by Face & Body Institute (referred to below as the "Clinic" or "FBI"), located at ul. Starowiślna 4/1, 31-032 Kraków, Poland. The Clinic operates under Polish law. Contact: +48 12 430 18 81, instytut@medyczne-fbi.pl.

§2. General provisions

These terms cover the cosmetology, beauty and aesthetic medicine services provided by the Clinic, as well as the sale of home-care products and gift vouchers.

Booking and undergoing a treatment, or buying a product, means accepting these terms. Services are offered to adults. Clients aged 16 to 18 may be treated only with the written consent of a parent or legal guardian.

Glossary: "Client" - a person using the Clinic services; "Treatment" - any cosmetology, beauty or aesthetic medicine procedure; "Product" - a cosmetic sold in the salon or in the online shop; "Voucher" - a gift voucher issued by the Clinic.

§3. Booking and cancellations

• Appointments may be booked in person, by phone, by email or through the Booksy system on /en/booking/.
• Please cancel or reschedule at least 24 hours before your appointment.
• Late cancellation or no-show may result in a charge of 50% of the treatment price, or loss of one session from a package.
• Arriving more than 15 minutes late may prevent us from carrying out the treatment on that day. The specialist on duty makes that call.
• For your first visit, please arrive 10 minutes early to complete the paperwork and health questionnaire.

§4. Consultation and contraindications

Every treatment is preceded by a qualifying consultation and a health interview. The Client is required to provide truthful information about their health, medication, pregnancy, allergies, previous procedures and contraindications.

The Clinic has the right to refuse a treatment if the specialist identifies medical contraindications, or decides that the treatment would be ineffective or unsafe given the current state of the skin. In that case we will propose an alternative or postpone the procedure.

The Client agrees to follow the aftercare instructions (home care, avoiding sun, sauna, certain procedures or medication for the specified period).

§5. Payments

• The price list is available at the Clinic and on /en/prices/.
• We accept cash, card, BLIK and bank transfer. Payment is settled at the salon after the treatment.
• Online payments for vouchers and shop products go through a payment gateway (Tpay integration planned). The Client receives a receipt or invoice depending on the preference selected at checkout.
• A VAT invoice with a company tax number (NIP) requires marking that option before placing the order. After the order is finalised, a tax number cannot be added to an existing receipt under Polish tax law.

§6. Packages and gift vouchers

• Treatment packages are personal and non-refundable. They must be used within 12 months from the date of purchase, unless an individual agreement states otherwise.
• Gift vouchers are multi-purpose vouchers (MPV under Polish VAT law). Validity: 12 months from the date of purchase, unless stated otherwise on the voucher.
• A voucher can be exchanged for any treatment or product from the current offer, up to the face value of the voucher. Unused balance is not refunded in cash.
• After the voucher expires the amount is forfeited under the MPV regulation.

§7. Online shop and 14-day withdrawal

• Under the Polish Consumer Rights Act of 30 May 2014, a Client who is a consumer has the right to withdraw from a distance contract without giving any reason within 14 days from receiving the goods.
• Withdrawal form template: UOKiK. Send the completed form to the Clinic address or by email.
• Exceptions to the right of withdrawal (Article 38 of the Act):
  • cosmetics that have been opened or whose protective seal has been broken (goods sealed for health and hygiene reasons),
  • digital vouchers whose execution started with the Client's explicit consent before the withdrawal period ended.
• The Client covers the cost of returning the goods to the Clinic. We refund the price within 14 days of receiving the withdrawal statement, using the same payment method the Client used.

§8. Complaints

Complaints about services must be submitted within 14 days of the service: in writing to the Clinic address or by email to instytut@medyczne-fbi.pl. Complaints about shop products are handled under the statutory warranty (Polish Civil Code, 2 years from purchase).

Each case is reviewed within 14 business days. If the complaint is upheld, we will propose a replacement, a redo of the treatment on another date, or a partial or full refund.

The Client has the right to use the EU online dispute resolution platform (ODR): https://ec.europa.eu/consumers/odr.

§9. Personal data (GDPR)

The data controller for Client personal data is Face & Body Institute. We process data to deliver services, keep medical records, contact Clients, issue invoices, run marketing (where consent is given) and handle online bookings.

The Client has the right to access, rectify, erase, restrict the processing of, and to transfer their data, as well as object to processing and lodge a complaint with the Polish DPA (UODO). Details in the privacy policy.

For GDPR matters please write to instytut@medyczne-fbi.pl.

§10. Before and after photos

Before-and-after photographs are taken only with the Client's clear written consent. Consent is voluntary; refusing does not affect the treatment. The Client may withdraw consent at any time.

§11. Changes to the terms

The Clinic has the right to update these terms. We will announce any significant change at least 14 days in advance through the website and by email (if the Client has an account or a booking). Earlier contracts remain governed by the version of the terms in force when they were signed.

§12. Final provisions

Matters not regulated by these terms are governed by the Polish Civil Code, the Consumer Rights Act, GDPR and the Electronic Services Act.

The current version of the terms is always available on this page. For questions, please use /en/contact/.