Standard Terms of Service
These Standard Terms of Service govern the relationship between Clarente OÜ (hereinafter the Service Provider) and the person using the services (hereinafter Client) relationship. These terms apply to all services provided by Clarente OÜ unless otherwise agreed for a specific service.
1. General Provisions
1.1. The Service Provider provides services in accordance with its field of activity, the nature of the service, applicable legislation, and relevant professional and ethical standards.
1.2. The exact content, scope, duration, and organisation of the service depend on the Client’s needs, the selected service, and, where applicable, the conditions set by the funding or referring organisation.
1.3. The service may be provided in person, online, or in another previously agreed manner, where the nature of the service allows.
1.4. By registering for and using the service, the Client confirms that they have read these Terms and agree to comply with them.
2. Registration for Services and Booking Appointments
2.1. Registration for the service is carried out through the contact or booking channels provided by the Service Provider.
2.2. The Service Provider has the right to request from the Client the information and documents necessary for the provision of the service.
2.3. The appointment time is considered agreed once the Service Provider has confirmed the time with the Client.
2.4. The Client is responsible for the accuracy of the information provided to the Service Provider and is obliged to notify the Service Provider of any changes to their contact details or other significant circumstances affecting the provision of the service.
3. Provision of the Service
3.1. The Service Provider undertakes to provide the service professionally, in good faith, and in accordance with the nature of the service and applicable requirements.
3.2. Services are provided by specialists who have the appropriate training, qualifications, or competence to provide the relevant service.
3.3. The Client undertakes to cooperate with the Service Provider and to provide the information necessary for the provision of the service as accurately as possible.
3.4. The Service Provider and the specialist providing the service have the right to refuse to provide or to discontinue the service if its provision is not possible, is unsuitable or unsafe for the Client, the Client materially breaches the agreed terms, or there are other justified circumstances.
3.5. The Service Provider does not guarantee a specific outcome, as the result of the service may depend, among other things, on the Client’s individual circumstances, needs, cooperation, and other factors beyond the Service Provider’s control.
4. Client’s Rights and Obligations
4.1. The Client has the right to receive clear information about the service provided to them, its purpose, content, and organisation.
4.2. The Client has the right to ask questions, make suggestions and submit complaints, and to receive responses to them in accordance with the procedure established by the Service Provider.
4.3. The Client undertakes to:
- arrive at the agreed appointment on time;
- notify the Service Provider as soon as possible if they are unable to attend the service at the agreed time;
- treat the Service Provider’s employees, specialists, and other clients with respect;
- comply with the safety and internal rules applicable on the Service Provider’s premises;
- provide accurate and relevant information necessary for the provision of the service.
5. Cancellation and Rescheduling of Appointments
5.1. If the Client is unable to attend the service at the agreed time, they must notify the Service Provider as soon as possible.
5.2. A booked appointment can be cancelled or rescheduled free of charge no later than 24 hours before the scheduled appointment time.
5.3. If the Client cancels the appointment less than 24 hours before the agreed time or fails to attend without prior notice, Clarente OÜ has the right to issue the Client an invoice for the full price of the booked service.
5.4. The fee specified in clause 5.3 may be waived if the cancellation was due to an exceptional and compelling reason beyond the Client’s control. Clarente OÜ will assess each such situation on a case-by-case basis.
5.5. If the service is paid for by a third party or institution and the funding party does not cover the cost of a late-cancelled or missed appointment, Clarente OÜ may issue the corresponding invoice to the Client, provided that this is in accordance with the terms and applicable legislation governing the specific service.
5.6. If Clarente OÜ or the specialist providing the service needs to cancel a scheduled appointment, the Client will be notified as soon as possible and, where possible, offered a new appointment time.
6. Service Fees and Payment
6.1. The fees for paid services are based on Clarente OÜ’s current price list or a separate agreement concluded with the Client.
6.2. If the service is paid for partially or in full by a third party or institution, the terms and conditions of the relevant funding party also apply.
6.3. The Client undertakes to pay for the service in the agreed manner and by the agreed due date.
6.4. Before using a paid service, the Client has the right to receive information about the price of the service and any material terms related to payment.
7. Confidentiality and Personal Data Protection
7.1. The Service Provider and its specialists process the Client’s personal data and other confidential information obtained in the course of providing the service in accordance with applicable legislation.
7.2. Personal data is processed only to the extent necessary for the provision and organisation of the service, compliance with legal obligations, or on another lawful basis.
7.3. The Client’s data will not be disclosed to third parties without the Client’s consent or another lawful basis.
7.4. More detailed information about the processing of personal data is provided in Clarente OÜ’s Privacy Policy.
8. Online Services
8.1. For services provided online, the Client is responsible for having a suitable device, an internet connection, and, where possible, a private and secure environment.
8.2. The Service Provider is not responsible for disruptions caused by the Client’s devices, internet connection, or third-party technical solutions, except where such liability is required by law.
9. Liability
9.1. The Service Provider is liable for any breach of its obligations to the extent provided by applicable legislation.
9.2. The Service Provider is not liable for any damage or failure to achieve the desired outcome of the service to the extent that it is caused by incorrect or incomplete information provided by the Client, the Client’s actions or omissions, or other circumstances beyond the Service Provider’s control.
9.3. These Terms do not limit the Client’s statutory rights or the Service Provider’s liability in cases where limitation of liability is not permitted by law.
10. Feedback, Suggestions and Complaints
10.1. The Client has the right to provide feedback on the service and to submit suggestions or complaints.
10.2. Complaints are handled in accordance with Clarente OÜ’s procedure for handling complaints and suggestions.
10.3. The Service Provider aims, where possible, to resolve any disagreements first by reaching an agreement with the Client.
11. Amendments to the Terms
11.1. Clarente OÜ has the right to amend these Standard Terms where there is a justified need to do so, including due to changes in services, work organisation, or legislation.
11.2. The current version of the Standard Terms is published on the Clarente OÜ website.
11.3. Amendments to the Terms do not limit the Client’s rights that arose before the amendments entered into force.
12. Final Provisions
12.1. The relationship between the Service Provider and the Client is governed by the laws of the Republic of Estonia.
12.2. For questions or additional information, the Client may contact Clarente OÜ using the contact details published on the website.
12.3. If the terms of a specific service, the agreement concluded with the Client, or the requirements of the funding party differ from these Standard Terms, the specific terms, agreement, or applicable legislation governing the relevant service shall apply.