General Terms and Conditions

1. General Provisions

These general terms and conditions of business (hereinafter: "general terms and conditions") govern the provision of psychological counselling and coaching services by Sanela Dmitrović, Psychological Counselling and Coaching Services (hereinafter: "the provider").

These general terms and conditions apply to all clients (hereinafter: "client") who use the provider's services, regardless of whether the services are ordered via the website, email, phone or direct contact.

By ordering services or using the website, the client confirms that they are familiar with these general terms and conditions and fully accepts them.

Clients under the age of 18 are represented by a parent or legal guardian, who must read and accept these general terms and conditions before any personal data is provided.

Key terms used in these general terms and conditions:

• Provider – Sanela Dmitrović, who provides psychological counselling and coaching services as a sole proprietor.
• Client – a natural or legal person who orders or uses the provider's services.
• Services – all forms of psychological counselling, coaching, workshops and other programmes offered by the provider.
• Session – an individual meeting between the provider and the client, either in person or online (video conference, phone).
• Website – the provider's website, available at www.saneladmitrovic.com.

2. Description of Services

The provider offers the following services as part of her professional activity:

• individual psychological counselling – support for individuals coping with personal challenges, emotional distress, life changes and interpersonal relationships;
• coaching (personal and professional) – a structured process aimed at achieving personal or professional goals, developing skills and strengthening potential;
• online counselling – remote services via video conference or phone;
• workshops and group programmes – thematic group meetings and educational programmes, where available in the provider's current offer.

Important notice: The provider's services do not constitute psychotherapy, psychiatric treatment or other medical care. They are not a substitute for medical assistance or the treatment of mental illness. In cases of serious mental health difficulties or crisis situations, the provider will refer the client to an appropriate specialist.

3. Use of the Website

The website is intended for presenting the provider's services, publishing informative content and enabling contact and the ordering of services. By using the website, the visitor or client agrees to use it in accordance with these general terms and conditions, applicable law and generally accepted standards of online conduct.

When using the website, it is prohibited to:

• interfere with the operation, security or infrastructure of the website;
• use automated tools (robots, spiders, scrapers) to collect data or content from the website without the provider's prior written consent;
• upload or transmit content containing viruses, malware or other harmful code;
• use the website in a manner that could cause harm to the provider, other users or third parties;
• copy, reproduce, distribute or publicly communicate the website's content without the provider's prior written consent.

All content published on the website (including texts, photographs, graphic elements, video recordings, logos and other copyrighted material) is the intellectual property of the provider or of third parties who have granted the provider the appropriate permissions, and is protected under the Copyright and Related Rights Act (ZASP). Use of this content without the provider's prior written consent is prohibited.

The provider aims to keep the website running smoothly but does not guarantee uninterrupted, timely or error-free operation. The provider is not liable for any damage arising from temporary unavailability, technical errors or disruptions.

The website may contain links to third-party websites, including social media. The provider is not responsible for the content, privacy policies or practices of these external websites. Visiting external links is at the user's own risk.

The website uses cookies and similar tracking technologies. Detailed information about the types of cookies, their purposes and management options is provided in the Cookie Policy, available on the website. Information on the processing of personal data is provided in the Privacy Policy.

4. Contract Formation and Service Ordering

The contractual relationship between the provider and the client is established when the client successfully books and confirms an appointment for a session or service.

Services can be ordered in the following ways:

• via email to contact@saneladmitrovic.com;
• via the contact form on the website;
• by phone or other direct contact.

By confirming the booking, the client confirms that they are familiar with these general terms and conditions, understand them and fully accept them.

The provider reserves the right to refuse an order or the provision of services where she considers that the services are not suitable for the client's needs, or where other justified reasons exist.

5. Prices and Payment Terms

The prices of individual services are published on the provider's website or communicated to the client before the service is performed. All prices are in euros (EUR).

Payment for services is possible in the following ways:

• by bank transfer to the provider's business account;
• by another payment method agreed with the provider.

Payment is made before or at the session, unless otherwise agreed with the provider. In the event of late payment, the provider reserves the right to charge statutory default interest.

The provider issues an invoice for services rendered in electronic form and sends it to the client's email address. Invoices are issued in accordance with the applicable legislation of the Republic of Slovenia.

If the provider is not registered for VAT, no VAT is charged on the invoice, in accordance with the Value Added Tax Act (ZDDV-1). If the provider's tax status changes, prices will be adjusted accordingly.

6. Cancellation and Rescheduling

The client may cancel or reschedule an agreed session at no additional cost by informing the provider at least 24 hours before the agreed time.

In the event of late cancellation (less than 24 hours before the agreed time) or non-attendance without notice, the client will be charged the full price of the agreed session.

The provider may cancel or reschedule an agreed appointment for justified reasons. In such cases she will inform the client in good time and offer an alternative appointment.

Given the nature of the services, no refund is possible for sessions that have already taken place.

Force majeure: In the event of circumstances beyond the parties' control (natural disasters, epidemics, telecommunication network outages and similar) that prevent a session from taking place, neither party is liable for non-fulfilment of obligations. The appointment will be rescheduled to the first available date.

7. Client's Obligations

By ordering services, the client undertakes to:

• provide true, accurate and complete data necessary for the provision of services;
• participate actively and honestly in the counselling or coaching process;
• be aware that the provider's services do not replace medical, psychiatric or psychotherapeutic treatment;
• inform the provider in good time of any health conditions, diagnoses or other circumstances that could affect the course of the services;
• arrive at agreed appointments on time; in the event of delay, the session will not be extended;
• in group sessions, respect the confidentiality of other participants and not disclose personal information learned during the session.

8. Provider's Obligations

The provider undertakes to:

• perform services professionally, diligently and in accordance with the ethical standards of the profession;
• protect the confidentiality of all information obtained in the course of providing services;
• maintain her professional development;
• inform the client, before the work begins, about the nature, scope and limitations of the services;
• refer the client to other appropriate specialists (doctor, psychiatrist, psychotherapist) where she determines that the client's needs exceed the scope of her services;
• act in accordance with the applicable ethical codes and standards in the field of psychological counselling and coaching.

9. Confidentiality and Personal Data Protection

All information provided by the client to the provider during sessions or other forms of cooperation is strictly confidential. The provider undertakes not to disclose confidential information to third parties, except:

• where required by applicable law or by order of a competent authority;
• where there is an immediate danger to the life or health of the client or a third party;
• where the client gives explicit written consent to the disclosure of specific information.

The provider processes the client's personal data in accordance with Regulation (EU) 2016/679 (GDPR) and the Personal Data Protection Act (ZVOP-2). Details are provided in the Privacy Policy, available on the website.

10. Intellectual Property

All materials prepared or provided by the provider to the client in the course of the services (including documents, worksheets, exercises, presentations, audio and video recordings and other copyrighted works) are the intellectual property of the provider and are protected under the Copyright and Related Rights Act (ZASP). The same applies to all content published on the provider's website, as further defined in Chapter 3.

Educational materials and content on the website are intended solely for education and personal development. They are not a substitute for individual psychological treatment.

The client may not reproduce, distribute, publicly communicate, adapt or use the material for commercial purposes without the provider's prior written consent.

Recording of sessions (audio, visual or audio-visual) without the provider's prior written consent is expressly prohibited.

11. Limitation of Liability

The provider's services are supportive in nature and do not constitute medical, psychiatric or psychotherapeutic treatment. The provider does not guarantee specific results, as the outcome of the process also depends on the client's active participation and on external factors.

The client is solely responsible for their decisions and actions taken on the basis of, or in connection with, the provider's services.

The provider is not liable for:

• indirect or consequential damage, including lost profit, loss of data or emotional distress;
• damage resulting from incomplete or inaccurate information provided by the client;
• damage resulting from the client acting contrary to the provider's recommendations;
• technical errors or irregularities in access to the website.

In any event, the provider's total liability is limited to the amount paid by the client for the specific service in connection with which the damage occurred.

12. Termination of the Contractual Relationship

Either party may terminate the contractual relationship by written notice to the other party.

The provider may terminate the contractual relationship without prior notice where:

• the client's conduct breaches these general terms and conditions;
• the client behaves in an inappropriate, offensive or threatening manner;
• the provider determines that continuing to provide services is not in the client's best interest.

Obligations incurred before termination, in particular the obligation to pay for services already rendered, remain in effect after termination.

Where services have been paid for in advance but not yet rendered, the client is entitled to a refund of the proportionate share of the amount paid, unless termination occurred due to the client's breach of these general terms and conditions.

13. Dispute Resolution

The parties will endeavour to resolve any disputes arising from or related to the contractual relationship amicably.

If an amicable resolution is not possible, the materially and locally competent court in Ljubljana, Republic of Slovenia, has jurisdiction.

14. Applicable Law

The law of the Republic of Slovenia applies to the interpretation and application of these general terms and conditions and to all matters between the provider and the client not expressly regulated by them.

15. Final Provisions

The provider reserves the right to amend or supplement these general terms and conditions. Amended terms will be published on the website and take effect on the date of publication or on the date specified therein. The provider will inform clients of significant changes in an appropriate manner.

By continuing to use the services after amended terms are published, the client accepts those terms.

If any provision of these general terms and conditions is found to be invalid, unlawful or unenforceable, this does not affect the validity and enforceability of the remaining provisions. The invalid provision will be replaced by a valid provision that best reflects the purpose of the original.

16. Contact

Sanela Dmitrović
Psychological Counselling and Coaching Services
Pilonova ulica 10, 1000 Ljubljana
Email: contact@saneladmitrovic.com
Website: www.saneladmitrovic.com