I. Introduction

This Terms and Conditions document of "wysoko. psychotherapeutic office" specifies in particular:

• The types and scope of services provided by "wysoko. psychotherapeutic office";

• The conditions for entering into and terminating agreements with "wysoko. psychotherapeutic office";

• Complaint procedures and alternative dispute resolution methods.
   

II. Definitions

The terms used in this document have the following meanings:

• Center or wysoko. psychotherapeutic office: Located in Warsaw (03-938), at ul. Zwycięzców 32, lok. 14, NIP 9471957073. It provides psychological and psychotherapeutic services in Warsaw at ul. Kazimierza Promyka 1/167.

• Cookies: Small text files stored by the User's browser on the computer's hard drive, containing information that enables connection identification and proper operation of the Website. Some cookies are retained for a defined time (as specified in the file) and can be manually deleted by the User, while others are deleted after the connection ends. Details on cookies usage are outlined in a separate Privacy Policy.

• Privacy Policy: A separate document regulating the general principles of personal data processing and website operation, including the page https://www.wysoko.online and the rules for using cookies, applicable to all Website visitors, not necessarily Users.

• Terms and Conditions: This document.

• Website: The online platform of "wysoko. psychotherapeutic office," operating at https://www.wysoko.online.

• Website Use Agreement: An agreement between the User and "wysoko. psychotherapeutic office," entered into under the terms of these Terms and Conditions, allowing the Center to provide Website Services to the User, who uses the Website accordingly.

• Agreement: An agreement between the User and "wysoko. psychotherapeutic office," under the terms of these Terms and Conditions, based on which the Center provides Services to the User.

• Services: Services selected by the User from the options provided by "wysoko. psychotherapeutic office" on the website: http://www.wysoko.online/book-online/.

• Website Services: Services described in Section IV, point 5 of these Terms and Conditions.

• User: A person who uses the Services or Website Services.
   

III. About wysoko. psychotherapeutic office

"wysoko. psychotherapeutic office" is a center providing psychological, psychotherapeutic, and addiction therapy assistance. The Center collaborates with psychologists, psychotherapists, and addiction therapists (collectively referred to as "Therapists").

Therapists providing psychotherapeutic support:

• Adhere to the Ethical Code of the Polish Psychological Association and the Polish Association for Cognitive and Behavioral Therapy, particularly respecting professional confidentiality. Disclosure of confidential information may only occur if the health or life of the User or others is at serious risk or if required by law.

• Determine the frequency and mode of assistance with the User, applying the principles outlined in these Terms and Conditions unless otherwise explicitly agreed.

Profiles of the Therapists collaborating with "wysoko. psychotherapeutic office" can be found at http://www.wysoko.online in the "About Us" section.

The content available on the Website does not constitute an offer as defined by applicable legal provisions, including the Civil Code.
 

IV. Website Use

1. The Website is available for free.

2. Users must be at least 18 years old to use the Website Services.

3. The Website Use Agreement is deemed concluded once the User begins using the Website.

4. The Website Use Agreement is terminated once the User ceases to use the Website. The Center may terminate the Agreement with immediate effect if the User violates significant provisions of these Terms and Conditions.

5. Through the Website, the Center provides the following services to the User:

   • Information about the offered services and Therapists.

   • The ability to send inquiries to the Center via the contact form on the Website.

To send an inquiry via the contact form, the User must provide the following personal data: name, phone number, and email address. Personal data will be processed based on the User's voluntary consent to respond to the inquiry and conduct further correspondence if necessary. Sending an inquiry requires explicit consent to the processing of data as described above. Users may withdraw consent at any time, which does not affect the lawfulness of processing based on consent before its withdrawal.

By using the Website, the User declares that they:

• Are of legal age and authorized to enter into the Website Use Agreement.

• Provide truthful data that does not infringe on third-party rights.

• Have read and agree to these Terms and Conditions.

The provisions of Section XI (Electronic Service Provision) points 3–7 of these Terms and Conditions apply to the Website Use Agreement.

Once the Center fulfills the service, the User loses the right to withdraw from the Agreement.

 

V. Scheduling Consultations / Agreement Conclusion

1. Consultations with a Therapist can be scheduled:

   • By phone at: 515 000 123

   • By email: kontakt@wysoko.online

   • Via the Booksy app: wysokogabinetpsychoterapii.booksy.com/h

2. Upon the User’s request for a consultation, "wysoko. psychotherapeutic office" agrees on the date, location, consultation fee, and Therapist with the User (via phone, SMS, or email). The User must provide complete registration data, confirm they have read and accepted these Terms and Conditions, and consent to the processing of personal data as per the Center’s Privacy Policy.

3. The first consultation booking establishes a recurring weekly appointment (same day and time) with the same Therapist unless otherwise specified.

4. If the User does not accept these Terms and Conditions, the Agreement is considered terminated.

5. Payment for consultations must be made before the session per Section VI of these Terms and Conditions.

Only adults with full legal capacity may schedule a consultation. Legal guardians must approve consultations for minors or individuals without full legal capacity.

 

VI. Consultation Payments

1. Service fees are outlined on the website: https://www.wysoko.online/book-online.

2. A 100% prepayment is required before the first session to confirm the booking.

3. For in-person sessions, subsequent payments can be made by card or cash at the reception after the session. Online session payments are made via bank transfer to:
   Katarzyna Rociek Gabinet Psychoterapii
   07 1140 2004 0000 3302 7865 0535

Transfers should be completed by the next day after the session. Failure to pay may result in blocked access to future appointments.
 

VII. Withdrawal from Agreement​

1. In the case of an Agreement concluded with a User who is a consumer, i.e., a natural person who concludes an agreement not directly related to their business or professional activity, the User may withdraw from the Agreement within 14 days from the date of conclusion of the Agreement, without giving any reason and without any cost. A consumer also refers to a natural person whose conclusion of the Agreement is directly related to their business activity, but the Agreement is not of a professional nature, especially regarding the subject of their business activity, as recorded in the Central Register and Information on Business Activity.

2. Withdrawal from the Agreement within 14 days should be done as described in point IX (cancellation of consultation appointment) of these Terms and Conditions, and can also be done by sending a declaration via email to: kontakt@wysoko.online. Sending the declaration before the deadline is sufficient to meet the term.

3. The Center hereby informs that the right to withdraw from the Agreement does not apply if the Center has fully performed the Service with the express consent of the User who is a consumer, and has been informed before the service started that after the service is provided, the right to withdraw from the agreement will be lost. The User receives this information when the Terms and Conditions are delivered to them.

4. The Center informs that if the Services have been performed in full or in part at the explicit request of the User (documented on a permanent medium) before the 14-day withdrawal period expires, the User is required to pay for the portion of the services already provided before the withdrawal.

​

VIII. Termination of the Agreement

1. The User may terminate the Agreement with immediate effect at any time, even after 14 days, however, if this occurs after the 14-day period from the conclusion of the Agreement, or if the services are provided before the 14 days at the User's express request, mutual settlements will be made according to the terms specified in point IX (cancellation of consultation appointment) of these Terms and Conditions.

2. The Center may terminate the Agreement with immediate effect at any time, in which case the amounts paid by the User for the portion of the service not yet provided will be refunded, and mutual settlements will occur according to the terms specified in point IX (cancellation of consultation appointment) of these Terms and Conditions.
    

IX. Cancellation of Consultation Appointment

1. The User can cancel the consultation by calling 515 000 123 or sending an email to kontakt@wysoko.online no later than 48 hours before the scheduled consultation time. In this case, wysoko. psychotherapy center will either refund the User the amount paid for the canceled consultation or, if agreed with the User, reschedule the consultation, applying the previously paid amounts to the new consultation date. A message sent via SMS or email confirming the new consultation time constitutes confirmation of the new consultation time and a change to the agreement.

2. Canceling a consultation for a first consultation/session within less than 48 hours results in the loss of the appointment and the prepayment made for the canceled appointment, unless there is an exceptional case justified by force majeure. In this case, wysoko. psychotherapy center will either refund the User the amount paid for the canceled consultation or, if agreed with the User, reschedule the consultation, applying the previously paid amounts to the new consultation. A message sent via SMS or email confirming the new consultation time constitutes confirmation of the new consultation time and a change to the agreement.

3. If the User cancels the consultation within less than 48 hours for the second or subsequent session, the appointment is lost, and the full cost of the canceled session must be paid.

4. If the consultation with the scheduled Therapist cannot take place at the agreed time or place due to reasons for which wysoko. psychotherapy center is responsible, the Center, according to the User's choice, will:

5. Either refund the User the amount paid for such consultation and consider it canceled,

6. Or reschedule the consultation, applying the previously paid amounts to the new consultation date,

7. Or, if possible, provide a replacement therapist. A message sent via SMS or email confirming the new consultation time, place, or therapist constitutes confirmation of the new consultation time or place or therapist and a change to the agreement.

​X. Lateness

1. An individual consultation lasts 50 minutes unless otherwise individually agreed with the User.

2. The consultation will not be extended if the User is late. A delay caused by the User shortens the session time unless the therapist decides otherwise.

3. If the User is late for the session, the therapist will wait for the User for 20 minutes. In case of a delay longer than 20 minutes (over 20 minutes), the therapist has the right to leave the office or disconnect from the computer and refuse to conduct the session. Such a session remains fully payable – the User is obliged to cover the full cost of the session.

4. If the therapist is late for the consultation, the meeting will be extended by the amount of the delay or the therapist will ensure that the next meeting, depending on the User's availability, will be extended by the amount of the delay. If the therapist cancels the session (at any time), the session will be automatically postponed to the same date and time next week, without a charge.

​XI. Provision of services electronically

1. Consultations may be provided via Google Meet or another similar program.

2. The provisions of this Regulation apply to the agreement between the psychotherapy office and the User regarding consultations provided electronically.

3. In order to properly conduct an electronic consultation, the User should have a device and software that meets the following minimum requirements:

4. Access to the internet;

5. Installed and updated antivirus software;

6. Enabled Cookies and JavaScript support;

7. Software that allows the use of Google Meet or another communication application between the User and the therapist;

8. A device equipped with a microphone and speakers/headphones;

9. A place ensuring confidentiality and comfort for the conversation.

10. The psychotherapy office does not guarantee the proper functioning of third-party programs used to provide consultations. Service delivery may be hindered or impossible, especially in case of poor connection quality, damage or malfunction of telecommunication devices, power supply systems, computer equipment, telecommunication network outages, power interruptions, connection disruptions, or any actions by third parties. The psychotherapy office is not responsible for such circumstances, and the service remains fully payable.

11. The User is strictly prohibited from recording sessions. During the session, the User should ensure confidentiality, and no third parties should be present in the room during the session.

12. The therapist may record sessions for training purposes only with the User's written consent.
    The Center is not responsible for damages caused by third parties as a result of the User's use of services contrary to the Regulation.

​XII. Complaints

1. The User has the right to file a complaint regarding the services provided under this Regulation within 14 days from the date of the consultation or the date of the termination of the Agreement.

2. The complaint may be sent by email to: kontakt@wysoko.online or by mail to: wysoko. psychotherapy office, ul. Kazimierza Promyka 1 lok. 167, 01-604 Warsaw.

3. The complaint should contain the User's details (name, surname, PESEL, email address, and mailing address) and a detailed description of the circumstances underlying the complaint.

4. wysoko. psychotherapy office will consider the complaint within 14 days of receiving it. If the complaint cannot be processed within this period, the office will inform the complainant about the reasons for the delay and the expected resolution date.

5. A response to the complaint will be sent to the email or mailing address provided by the complainant, if requested. If the complaint is accepted, the Center will refund part or the full cost of the service to the User.

​XIII. Disputes

1. The competent court for resolving disputes related to the implementation of the Regulation or arising in connection with the provided services is the court with jurisdiction over the location of the psychotherapy office, unless the Agreement was concluded with a User who is a consumer, in which case the competent court is the court of general jurisdiction.

2. Detailed information regarding alternative dispute resolution methods and the principles for accessing such procedures for Users residing in Poland are available on the website of the Office of Competition and Consumer Protection at: https://www.uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php

3. There is a contact point at the President of UOKiK (tel. 22 55 60 333, email: kontakt.adr@uokik.gov.pl, address: Plac Powstańców Warszawy 1, 00-030 Warsaw) to assist consumers with alternative dispute resolution issues. Consumers have the following options for using alternative dispute resolution procedures:

4. Filing a dispute with the Permanent Consumer Arbitration Court (more information available at: http://www.spsk.wiih.org.pl/);

5. Filing a dispute with the provincial inspector of the Commercial Inspection (more information available on the website of the relevant Inspectorate);

6. Assistance from the county (municipal) consumer ombudsman or consumer protection organizations (including the Federation of Consumers and the Polish Consumers Association). Advice is available via email at: porady@dlakonsumentow.pl and via the consumer helpline at 801 440 220.

7. The European Union provides an online dispute resolution platform at http://ec.europa.eu/consumers/odr (ODR platform). More information can be found on the platform's website or the Office of Competition and Consumer Protection's website: https://uokik.gov.pl/spory_konsumenckie_faq_platforma_odr.php. All disputes arising from the agreement are subject to the jurisdiction of common courts. This agreement does not include an arbitration clause. The Center reserves the right to separately express consent to alternative dispute resolution methods in specific cases.

​XIV. Personal Data

1. The principles of personal data processing and Cookies are available in the Privacy Policy at: https://www.wysoko.online/politykaprywatnosci

​XV. Other Provisions

1. There is a total ban on smoking and using tobacco and nicotine products, including e-cigarettes, on the premises of wysoko. psychotherapy office, as well as a total ban on consuming alcoholic beverages and other substances.

2. It is also prohibited to use devices in the psychotherapy office without the consent of the office staff (this does not apply to the coffee machine, refrigerator, microwave, and kettle) and to bring image and sound recording devices. Recording sessions is strictly prohibited. The therapist may record sessions for training purposes only with the User's written consent.

3. Children under the age of 13 may only stay in the psychotherapy office in the presence of and under the continuous care of the User. The office is not responsible for children left unattended. Parents or legal guardians are responsible for any damage or destruction caused by children.

4. There is a total ban on running and playing on the premises of the psychotherapy office. Absolute silence and calm are required while services are being performed by the office staff.

5. The office is not responsible for items left on its premises.

6. The psychotherapy office may refuse to provide services if:

7. The User's demands, wishes, or expectations prevent or seriously hinder the proper provision of services or pose a threat to others;

8. The User's behavior prevents or seriously hinders the proper provision of services (e.g., due to alcohol or drug intoxication or an improper medication dose) or poses a threat to others or makes it difficult to provide services to others.

9. Meetings of a "non-therapeutic" (social) nature with the User's therapist are prohibited.

10. wysoko. psychotherapy office provides services to the User with due diligence and professional care, but in no case guarantees the achievement of a specific result.

11. Two close people cannot use the services of the same therapist. Unless the therapist decides otherwise, participation in two different therapy processes with the same therapist is excluded.

​XVI. Final Provisions

1. wysoko. psychotherapy office may discontinue the Service at any time for any reason, including without cause, but this will not affect existing agreements, especially already scheduled consultations.

2. In matters not regulated by the Regulation, the general provisions of the Civil Code apply.

3. wysoko. psychotherapy office reserves the right to make changes to the Regulation. The version of the Regulation applicable to agreements concluded before the changes will be the one in effect at the time the agreement was concluded, except for new provisions that are more favorable to the User (such provisions will also apply to agreements concluded before the change in the Regulation).

4. The law governing this Regulation and the agreements for electronic services is Polish law.

5. The competent court for resolving disputes related to the application of the Regulation or arising from the provided services is the court with jurisdiction over the location of the psychotherapy office, unless the Agreement was concluded with a consumer, in which case the competent court is the general jurisdiction court.
   
   This version of the Terms & conditions was published and came into effect on January 27, 2025.
   
   MODEL WITHDRAWAL FORM
   (This form should be completed and sent only if you wish to withdraw from the contract)
   TO: wysoko. psychotherapy office
   ul. Kazimierza Promyka 1/167
   Warsaw 01-604
   Email: kontakt@wysoko.online
   I, ……………………………. hereby inform about my withdrawal from the contract for the provision of services by wysoko. psychotherapy office
   Date of contract conclusion (confirmation of first consultation):
   Name and surname of the consumer:
   Address of the consumer:
   Signature of the consumer(s) (only if the form is sent in paper form)
   Date