The policies and procedures described below constitute the Operational Procedures established at the Back2Balance clinic and must be respected by all parties involved, notwithstanding what is outlined in the Patient Rights and Responsibilities Charter displayed in the waiting area of the clinic.

Scheduling and Reception

1. All appointments must be pre-scheduled according to the clinic's availability.

2. The clinic is not equipped to handle emergencies or urgent cases; similar cases should be dealt with at an appropriate medical institution.

3. Appointments can be scheduled directly at the clinic, by phone, email, online, or through the patient mobile app. They will only be considered valid if confirmed by a member of the Back2Balance team. We also reserve the right to change the appointment time if scheduled online or via the app, but we will inform the patient of any changes.

4. Any behavior deemed inappropriate by the patient or the party scheduling the appointment (in person or by phone), including verbal or physical threats, inappropriate attire, intimidation, profanity, discriminatory comments, extortion, blackmail, failure to comply with basic hygiene rules, or any behavior causing discomfort to other patients or members of the Back2Balance team, will not be tolerated. In such cases, the clinic reserves the right not to proceed with the current or future appointments. For appointments made physically at the clinic, the provisions mentioned in point 1 of the Waiting Area section apply.

5. Cancellations or rescheduling of appointments can be made using the same contact methods mentioned in number 3.

6. Cancellations or rescheduling must be requested at least 24 hours before the scheduled time. Cancelling outside regular office hours should be done via email. Notifying cancellations with less than 24 hours' notice or missing the appointment is a gesture of courtesy and respect to other patients who might desire that time slot.

7. Patients are expected to arrive punctually for their appointments. To respect our patients' time, if there is a delay of more than 15 minutes from the scheduled time, we reserve the right to reschedule the appointment to avoid causing delays for other scheduled patients.

8. It is the patient's responsibility to remember their appointment. As a courtesy, Back2Balance usually sends a reminder via SMS to the mobile number provided by the patient in the registration form one day before the appointment. However, if for any reason the patient does not receive this SMS, it does not mean the appointment has been canceled. This notice is automatically generated by a software system and therefore does not require a response, as it will not be seen.

9. If the patient is pregnant, it is essential to inform us.

Consultations and Examinations

1. For an Initial Consultation or Reassessment Consultation, it is mandatory for the patient to fill out a specific form. It is crucial that all information in the form is accurately and completely filled out. The patient is responsible for signing the form to confirm the accuracy and completeness of the provided information, ensuring safety and proper care during the chiropractic procedure.

2. During the consultation, the patient must refrain from answering phone calls or using their mobile phone or any other electronic device (e.g., iPads, computers, etc.). We understand that emergencies may arise, and in such cases, we ask for brief and discreet communication. However, it is important to consider the following:
- Interruption of the consultation: If the patient chooses to answer a phone call when it is their turn, the doctor reserves the right to move on to the next patient or temporarily interrupt the consultation. This measure is to ensure that the consultation time is respected and efficient for all present patients.
- Respect for common space: If it is necessary to take a call, we ask the patient to leave the adjustment room to maintain a calm and respectful environment for other patients. The patient will be invited back as soon as the call is finished and will be attended to at the next available opportunity.

3. We recognize that many of our patients like to share their adjustment experiences on social media; however, we ask them to follow these simple guidelines:
- Prior information: Before starting the consultation, ask the doctor for permission to photograph or record your adjustment. This allows us to prepare the consultation to accommodate your request safely and efficiently, providing instructions on what is allowed to be recorded.
- Privacy and consent: Make sure to respect the privacy of other patients and team members. Do not include other people in your photographs or recordings without their explicit consent.

4. Back2Balance is not responsible for any objects left in the clinic.

Payments

1. Payments for Initial Consultations (including two initial consultations and exams) will be made on the first consultation.

2. The clinic may request pre-payment of a portion of the value of Initial Consultations; this amount will be deducted from the total to be paid on the day of the consultation. In case of absence without prior notice of 48 hours, the prepaid amount will not be refunded.

3. Payments for Optimization Plans (Adjustments) are settled before their commencement and according to the agreed-upon payment option.

4. The following payment methods are available: Cash (euros), Multibanco Card (MB), Credit Card (VISA or MASTERCARD), Direct Debit, and bank transfer.

5. In the case of payment by bank transfer, the patient must send the corresponding proof to the email (general@back2balance.pt). Payment will only be validated after confirmation by the Back2Balance team that the transfer has been successfully completed.

6. Invoices are regularly sent via email. However, if the patient prefers, they can be provided in physical format upon request.

Cancellation of Plans

1. Reasons for cancellation by the clinic:
a) Non-compliance of clinical recommendations by the patient;
b) Clinical contraindication or lack of progress within expectations.

2. Reasons for cancellation by the patient:
a) Applicable for any reason, but refunds for unused consultations are only granted if the cancellation occurs within the first 90 days of the plan.

3. In case of plan cancellation, adjustments made until the date will be invoiced based on the prices in effect on the date of the plan's commencement. If the patient has a credit balance after settling the amounts paid with the invoiced adjustments, the following policies will apply; if there is still money owed, it must be settled at the time of cancellation.

4. In the case of cancellation referred to in point 2, the patient will only be entitled to a refund of the amount determined in the settlement if requested within the first 90 days from the Plan's start date. After this period, the refund will not apply, and any credits will be retained for the patient's future use, following established policies.

5. Any refund of previous payments requires prior approval from management.

6. The refund method will be exclusively via bank transfer, upon the return of the signed Credit Note by the customer. The refund transfer will be made within a period of 10 working days.

Waiting Area

1. Any behavior considered inappropriate by the patient and/or companions, including verbal or physical threats, inappropriate attire, intimidation, profanity, discriminatory comments, extortion, blackmail, or any behavior causing discomfort to other patients or members of the Back2Balance team, will not be tolerated. If such behavior occurs, the patient will be asked to leave the clinic and will be unable to schedule any further appointments until prior authorization from Back2Balance Management. If the patient refuses to leave the clinic, the relevant authorities will be called to remove them.

2. Answering phone calls in the waiting area is also discouraged, so we suggest that the patient makes calls outside the clinic.

3. Smoking is not allowed in any area inside the clinic.

4. Back2Balance is not responsible for any objects left in the clinic.

Changes to Policies and Procedures

Please be aware that the policies and procedures of our clinic are dynamic and subject to changes at any time. Any modifications or updates to these policies will become effective immediately upon implementation.
To keep you informed, the most recent version of our policies and procedures will always be available in the clinic and can also be provided via email.
Continuity of care and compliance with policies: It is important to note that, regardless of any prior adherence to previous policies, all patients are required to comply with the current policies and procedures at the time of each visit. This ensures consistency and fairness in our approach to care and maintains a standard of excellence in our services.