General Terms and Conditions (GTC)

Status: GTC 2026 | Valid for patients (Self-payers)

Important note: These GTC apply to patients who use the platform as self-payers. In case of acute emergencies, please contact emergency services at 112 or the medical on-call service at 116 117.

§ 1 Scope and Subject Matter of the Contract

1 These General Terms and Conditions (hereinafter "GTC") govern the use of the digital health platform vianova eHealth (hereinafter "platform") by patients as self-payers (hereinafter "users").

2 The provider of the platform is vianova eHealth GmbH (hereinafter "vianova"), Hebbelstraße 20, 14469 Potsdam), registered in the commercial register of the Potsdam District Court under HRB 41913 P, represented by the management. Contact:info@vianova-ehealth.de.

3 vianova provides exclusively management services (platform operation, appointment coordination, payment processing, provision of digital tools). The medical and therapeutic services are provided by the registered, licensed therapists on the platform under their own responsibility. vianova will not be a contractual party to the treatment contract between the user and the therapist.

4 The therapists are contractually bound to vianova separately for the use of the platform. Separate contracts apply to the relationship between vianova and the therapists, which are not subject to these GTC.

5 Deviating or conflicting conditions of the user are not valid unless vianova expressly agrees to their validity in writing.

§ 2 Registration and User Account

1 The use of the platform requires prior registration and the creation of a password-protected user account. Without registration, booking appointments or accessing the protected area (MyAccount) is not possible.

2 Only individuals who are fully legally capable and have reached the age of 18 are eligible for registration. For minors, the consent of a legal representative is required; the treatment of children and adolescents takes place exclusively on-site in Berlin (cf. § 7 para. 5).

3 When registering, all requested data must be provided completely and truthfully. The user is obliged to keep their information up to date and to report changes immediately via their user account or by email to vianova.

4 Registration is completed by a confirmation link sent via email. By confirming the link, the user acknowledges these terms and conditions as well as the privacy policy as binding and gives their explicit consent to the processing of health data in accordance with Art. 9 para. 2 lit. a GDPR.

5 The user account is non-transferable. Access data must be treated confidentially and protected from third-party access. In case of suspected unauthorized access, vianova must be informed immediately.

6 Only one user account is permitted per person. vianova reserves the right to refuse registration without providing reasons.

§ 3 Scope of Services of the Platform

1 vianova provides the following services through the protected area (MyAccount) on the platform:

◦ Appointment booking and management for video consultations

◦ Secure online video consultations (end-to-end encrypted)

◦ Digital questionnaires for diagnosis preparation

◦ Digital diagnostic reports

◦ Payment processing (prepayment) and invoicing

2 The therapists on the platform are selected according to criteria defined by vianova. They are licensed in Germany, have professional experience, and carry professional liability insurance in accordance with their model professional code. They act under their own therapeutic responsibility.

3 A consultation via the platform is only offered by the respective therapist if, after individual assessment by the therapist, there are no contraindications for remote treatment or professional legal restrictions. Therefore, the user has no right to access telemedicine services.

4 vianova reserves the right to expand, restrict, or change the scope of services on the platform at any time, provided that this is reasonable for the user and does not affect essential contractual obligations. The user has no right to the availability of specific therapists or appointment times.

§ 4 Appointment booking and prepayment

1 The presentation of therapists and appointment availability on the platform does not constitute a legally binding offer, but rather an invitation to submit a booking ("invitatio ad offerendum").

2 By booking an appointment, the user makes a binding offer to conclude a contract with vianova as well as a treatment contract with the respective therapist. The contract is only concluded with the booking confirmation via email.

3 The payment for booked services (diagnostic package, module bookings) must be paid in advance by the user as a self-payer (prepayment). Payment is made through the payment methods available on the platform.

4 The prices listed on the platform are final prices and include any applicable statutory value-added tax. The prices valid at the time of booking are decisive.

5 vianova is entitled to cancel the booking if there are justified indications of abusive use or if the prepayment could not be successfully processed. Any payments already made will be refunded to the user in this case.

§ 5 Cancellation, Rescheduling, and Cancellation Fees

1 Rescheduling and cancellations can be made by both the user and the therapist via the platform or through a link in the confirmation email. The user selects a reason from a predefined list and a replacement date. An automatic confirmation email will be sent.

2 Free cancellation / rescheduling: A free cancellation or rescheduling of an appointment by the user is possible up to 24 hours before the agreed appointment start time. The original contract remains in effect; the user selects a new appointment.

3 Cancellation fee for short-term cancellation or no-show: If the user cancels within 24 hours before the appointment or does not show up for the appointment (No-Show), a cancellation fee will be charged according to the permissible amounts of the fee schedule for physicians (GoÄ):

Session duration	Cancellation fee
60 minutes	40.00 EUR
90 minutes	60.00 EUR
120 minutes	80.00 EUR

4 The original contract remains in effect; the user will receive an invoice for the cancellation fee and must schedule a new appointment.

5 Three cancellations of the initial appointment by the user: If the user cancels a booked initial appointment three times (3×), the order will be terminated by vianova (this also applies to module bookings). In the event of such a termination, the user will receive a refund of the advance payment and will be blocked from further bookings on the platform for a period of one month.

6 Three cancellations of follow-up appointments by the user: If the user cancels a booked second or third appointment three times (3×), the treatment will be terminated. A cancellation fee will be charged in the amount of the difference to the full amount. In this case, the therapist will create a partial diagnostic report (incomplete, not usable for official purposes).

7 Two cancellations of the initial appointment by the therapist: If the therapist cancels the initial appointment twice (2×), the user has the right to terminate the contract and receive a full refund of the advance payment.

§ 6 Treatment process and deadlines

1 To ensure the success of the treatment, binding deadlines apply to the sequence of appointments. The second appointment will take place 12 business days after the initial appointment by default. Further follow-up appointments must be attended no later than 10 business days after the respective preceding appointment. The system suggests appointments accordingly; adjustments are possible in justified cases.

2 90-Day Deadline: All final appointments (2nd, 3rd, 4th, or 5th appointment) must be taken no later than 90 days after the initial appointment. The prerequisite is that vianova and the therapist have made appointment offers according to the standard.

3 The user is required to accept appointment offers within the proposed time frames (e.g., within 30 days after an appointment offer) so that the 90-day deadline is not exceeded.

4 If the 90-day deadline is exceeded or the user does not accept appointment offers in a timely manner, the treatment will be terminated. An individual billing will occur: refund or collection of a cancellation fee equal to the difference to the full amount, depending on the circumstances. The therapist will create a partial diagnostic report.

§ 7 Questionnaires and Diagnostic Report

1 To prepare for the diagnosis and treatment, digital questionnaires will be made available to the user in their user account (MyAccount). Filling out the questionnaires is necessary and is recommended for quality assurance of the diagnostics.

2 The questionnaires do not necessarily have to be filled out before the initial appointment; the appointment will take place in any case. It is the responsibility of the therapist to motivate the user to fill them out or, if necessary, to create the diagnostic report without complete questionnaires or to independently schedule and bill for an additional session.

3 Adults: Questionnaires for adults are filled out digitally within the platform. The descriptions and results (scores) are only visible to the treating therapist. The therapist logs in actively, selects the patient (they only see their patients), and can view the questionnaires.

4 Relatives: Questionnaires for parents or relatives are sent via email to the user, who forwards them to the relatives. The relatives fill out the questionnaire online and assign it to the correct patient account using an individual ID. The platform automatically saves the questionnaire in the correct account.

5 Children and Adolescents (KiJu): The treatment of children and adolescents takes place exclusively on-site in Berlin. Questionnaires are not provided digitally for this purpose, but are brought by the therapist in paper form to the session and evaluated manually. The transfer to the digital diagnostic report is done by the therapist, so that the conclusion is made analogously to adults via an email link.

6 The final diagnostic report is made available to the user digitally along with the invoice in their protected area (MyAccount) and is announced via an email link.

§ 8 Video Consultation – Technical Requirements

1 The video consultations are conducted via an end-to-end encrypted video connection that meets the data protection requirements for telemedicine services.

2 The user is responsible for providing a suitable device (computer, tablet, or smartphone with camera, microphone, and speakers) as well as a stable internet connection. The user bears the connection costs incurred.

3 Recommended minimum requirements: Download bandwidth 4 Mbit/s, upload bandwidth 2 Mbit/s. For optimal quality, 20 Mbit/s download and 5 Mbit/s upload are recommended.

4 The user is required to conduct the video consultation in a quiet, private environment and to ensure that no unauthorized third parties can overhear or see the session.

5 Recording the video consultation by the user is not permitted without the express written consent of the therapist and vianova.

6 If the user does not appear within 10 minutes after the scheduled start time of the video consultation, the appointment is considered missed (No-Show) with the consequences mentioned in § 5 para. 3.

§ 9 Invoicing and Payment Terms

1 The user will generally receive the invoice together with the completion and diagnosis report in their protected area (MyAccount) via email link. Exceptions are cancellation fees, which will be invoiced immediately after the cancellation appointment.

2 Invoices for additional modules will also be provided through MyAccount.

3 Billing is based on the fee schedule for physicians (GoÄ) in its currently valid version. Privately insured users can submit the invoice for reimbursement to their health insurance; vianova recommends clarifying coverage in advance with the insurer.

4 In case of payment default, vianova is entitled to charge default interest at the statutory rate as well as a reminder fee. Further claims for damages remain reserved.

5 Refunds will be processed to the originally used payment method within 14 business days after the claim for refund arises.

§ 10 Right of Withdrawal

Right of withdrawal:

You have the right to withdraw from this contract within 14 days without giving any reasons. The withdrawal period is 14 days from the day of the contract conclusion.

To exercise your right of withdrawal, you must inform us (vianova eHealth GmbH, Hebbelstraße 20, 14469 Potsdam, Email:widerruf@vianova-ehealth.de) by means of a clear declaration (e.g., a letter sent by post or an email) about your decision to withdraw from this contract.

You can use the attached sample withdrawal form for this purpose, but it is not mandatory.

To meet the withdrawal deadline, it is sufficient that you send the notification of the exercise of the right of withdrawal before the withdrawal period expires.

If you withdraw from this contract, we will refund you all payments we have received from you, including delivery costs (except for the additional costs resulting from your choice of a different type of delivery than the standard delivery offered by us), without delay and at the latest within 14 days from the day we received the notification of your withdrawal from this contract. For this refund, we will use the same payment method that you used for the original transaction, unless something else has been expressly agreed with you; in no case will you be charged any fees for this refund.

If you have requested that the services begin during the cancellation period, you must pay us a reasonable amount that corresponds to the proportion of services already provided up to the point at which you inform us of the exercise of the right of withdrawal regarding this contract, compared to the total scope of services provided for in the contract.

End of the cancellation information

The right of withdrawal expires prematurely if the service has been fully provided and the execution only began after you have given your explicit consent and at the same time confirmed your awareness that you lose your right of withdrawal upon full performance of the contract (§ 356 para. 4 BGB). For time-bound services, there is also no right of withdrawal according to § 312g para. 2 no. 9 BGB, as soon as the appointment has been taken.

Sample withdrawal form

To: vianova eHealth GmbH, Hebbelstraße 20, 14469 Potsdam /widerruf@vianova-ehealth.de

I hereby withdraw from the contract I concluded for the provision of the following service(s): _______________

Ordered / booked on: _______________ | Confirmation No.: _______________

Name of the user: _______________

Address of the user: _______________

Date: _______________

§ 11 Data protection and data security

1 vianova processes personal data and health data of users exclusively in accordance with the provisions of the General Data Protection Regulation (GDPR), the Federal Data Protection Act (BDSG), and other applicable data protection regulations.

2 The legal basis for the processing of health data is the explicit consent of the user in accordance with Art. 9 para. 2 lit. a GDPR, which is obtained during registration.

3 The platform provides a secure area (MyAccount) for patients and therapists. Therapists can only see their patients and their data.

4 Data transmission during video consultations is end-to-end encrypted and meets the legal requirements for telemedicine services.

5 Further information on data processing, purposes and legal bases, as well as the rights of users (access, rectification, deletion, restriction, data portability, objection) can be found in the privacy policy of vianova eHealth.

6 The user has the right to revoke consent to data processing at any time with effect for the future. The revocation does not affect the lawfulness of the processing that has taken place up to that point.

§ 12 User Obligations

1 The user agrees to use the platform solely for the intended purposes and in accordance with these terms and conditions as well as applicable legal provisions.

2 The user is prohibited from abusing the platform, in particular by:

◦ Entering false or misleading data

◦ Unauthorized access to third-party accounts

◦ Distributing malware or harmful content

◦ Any form of automated data querying (scraping)

◦ Sharing access data with third parties

3 The user is obliged to inform vianova immediately if they become aware of any abusive use of their account.

4 The user indemnifies vianova from all claims by third parties that arise from a culpable violation of these obligations by the user.

§ 13 Availability of the Platform

1 vianova strives for the highest possible availability of the platform (24/7). There is no claim to uninterrupted availability. Maintenance and update work will be carried out, if possible, outside of peak usage times.

2 vianova assumes no responsibility for interruptions that are due to circumstances beyond its control, particularly problems with the user's hardware, network, or software, force majeure, or disruptions by third parties.

3 The user has no claims arising from a temporary outage of the platform, provided that vianova is not responsible for the interruption.

§ 14 Liability

1 vianova is fully liable for damages resulting from injury to life, body, or health, as well as for damages based on intent or gross negligence.

2 vianova is only liable for slight negligence in the event of a breach of a significant contractual obligation (cardinal obligation), the fulfillment of which makes the proper execution of the contract possible in the first place and on which the user may regularly rely. In this case, liability is limited to the typical, foreseeable damage.

3 vianova is not liable for the medical or therapeutic quality of the services provided by the therapists. The treatment contract is concluded exclusively between the user and the therapist; the therapeutic responsibility lies solely with the therapist.

4 The liability limitations do not apply to claims under the Product Liability Act or other mandatory legal provisions.

§ 15 Termination and Blocking

1 The user can terminate their user account at any time without notice. The termination is done by a written notification to vianova or through the deletion function in the user account. Ongoing bookings are not affected.

2 vianova is entitled to block or terminate the user account if:

◦ the user violates these terms and conditions or applicable law,

◦ the user has provided false information,

◦ the user has canceled an initial appointment three times (see § 5 para. 4),

◦ there is reasonable suspicion of abusive use.

3 In the event of termination, the user's data will be handled in accordance with the statutory retention periods and the provisions of the privacy policy.

§ 16 Changes to the Terms and Conditions

1 vianova reserves the right to change these terms and conditions with effect for the future. Changes will be communicated to the user by email to the registered address, at least 30 days before the changes take effect.

2 If the user does not object to the changes within 30 days of receiving the notification, the amended terms and conditions will be deemed accepted. vianova will explicitly point out this consequence in the notification.

3 If the user objects in a timely manner, vianova is entitled to terminate the contractual relationship.

§ 17 Final Provisions

1 The law of the Federal Republic of Germany applies, excluding the UN Sales Convention (CISG).

2 The place of jurisdiction for all disputes arising from or in connection with these terms and conditions, as far as legally permissible, is the registered office of vianova eHealth.

3 vianova is not willing and not obligated to participate in a dispute resolution procedure before a consumer arbitration board.

4 Should individual provisions of these terms and conditions be or become ineffective, the validity of the remaining provisions shall remain unaffected. The statutory regulation shall replace the ineffective provision.