MIOMED KLIINIK
Cancellations and refunds
Approved business rules for future appointment changes, cancellations and advance-payment refunds. Online payments are not yet available.
On this page
How to cancel or change an appointment
Notify the clinic of cancellation at info@miomed.ee, by telephone or in person. Email helps evidence the notice, but no special form is required. Give the appointment time and order reference, if available. Do not include health information, a personal identification code or card details in ordinary email.
Cancellation is the patient’s notice, not a request for the clinic’s permission. The clinic’s reply acknowledges receipt. Rescheduling requires separate agreement, and a new time depends on availability.
The rule for the future launch is free cancellation or rescheduling before the examination starts. The advance payment for a cancelled, unprovided service will be refunded. No automatic no-show fee will apply until separate no-show rules have been approved.
If the clinic cancels
If the clinic cancels an appointment and the agreed service is not provided, the patient will be offered a new time with their agreement or a full refund for the unprovided service. The patient does not have to accept another time or a voucher.
This does not give the clinic an unrestricted right to terminate a healthcare contract. Termination by the clinic requires a compelling reason; where necessary, it must continue care as required by law until the patient can obtain it elsewhere (VÕS § 772(3)).
Incorrect or duplicate payment
Contact the clinic if the same order has been paid more than once or the amount is incorrect. The clinic will check the payments and refund any amount received without a valid basis. An order reference and payment time are sufficient for the initial check; full card details will not be requested.
Refund timing, method and costs
The rule for the future launch is to initiate a refund of the refundable amount no later than 7 calendar days after receiving the patient’s cancellation notice, sending the clinic’s cancellation notice or receiving a valid report of an incorrect payment. Any applicable mandatory statutory deadline takes priority.
The clinic will not charge a separate refund fee or deduct its payment-acceptance fee from the refund. Refunds are planned through the original payment method; the exact process will be confirmed with the payment partner before launch. Initiating a refund does not mean instant receipt: bank processing may take additional time. No physical goods are delivered, so there is no return-shipping cost.
Partly used services or packages
Packages cannot be paid for online during the first phase. They remain in the catalogue at their existing prices and are arranged by contacting the clinic. Online payment for packages requires separate approval of the price allocation for the parts and the calculation of partial refunds.
Provided and unprovided parts of a service will be considered separately. The allocation of a package’s price and the calculation of refunds for unprovided parts must be disclosed before purchase. No new penalty or retroactively introduced rule may reduce the refund after purchase.
The patient may terminate the contract even after the examination starts. Payment for care already provided and return of an advance for the unprovided part are assessed separately under applicable law and the agreed service and price. The clinic explains the calculation. This does not exclude claims concerning deficient care or harm to health, or mean automatic loss of the whole advance payment.
Medical consent and statutory rights
The ordinary 14-day distance-contract withdrawal right does not apply to a healthcare contract (VÕS § 53(2)(2)). The patient may terminate the healthcare contract at any time without giving a reason (VÕS § 772(2)), including after the examination starts. Tell the healthcare professional immediately so that the examination can be brought to a safe end.
Medical consent is separate: care requires the patient’s consent, which may be withdrawn within a reasonable time after it is given. At the provider’s request, consent or its withdrawal must be in a form that can be reproduced in writing (VÕS § 766(3)). Payment and acceptance of terms do not replace that consent.
Free cancellation before the examination starts and refund initiation within 7 calendar days are the clinic’s approved future business rules, not a statutory 14-day period. Mandatory statutory rights and deadlines remain in force. These terms do not exclude liability or establish a blanket no-refunds rule.
Questions and complaints
A complaint about a service, payment or appointment arrangements may be submitted to MioMed OÜ at info@miomed.ee, by telephone or in person. Describe the issue and the remedy sought, and give a reply contact, the relevant date and order reference, if available. Sensitive documents must use an agreed secure channel, not ordinary email.
We acknowledge complaints submitted in writing or in a form reproducible in writing. We respond to a contractual complaint in the same form and state whether the claim is met or explain a possible resolution within 15 days of receipt unless legislation or an EU regulation sets another deadline. If resolution needs longer, we explain the delay and give a new reasonable deadline. Full or partial rejection of a claim is explained. Insurance claims and personal-data requests follow their separate procedural rules.
Possible harm to health may be reported directly to the insurer; policy details and PZU’s reporting channel appear below. A dispute with PZU’s decision may be referred to the liability-insurance conciliation committee at Terviseamet. Conciliation is free for patients and is not compulsory before going to court.
Terviseamet supervises compliance with healthcare requirements within its remit. Personal-data concerns may be raised with Andmekaitse Inspektsioon. These supervisory channels do not replace resolution of a compensation claim.
Tarbijavaidluste komisjon does not hear disputes about healthcare services or harm to health. The right to apply to a competent court remains. Complaining to the clinic does not restrict direct access to the insurer, a competent authority or a court. Effective insurance cover must be confirmed before clinical services start.
MioMed OÜ
Äriregister
Registry code: 17507453
Activity licence L07733 · Terviseamet
Registered office
Aleksander Puškini tänav 28, Narva, 20306
Service location
Vestervalli 29-2, Narva
2nd floor, room 2
Clinic liability insurance
Insurer named in the policy: AB „Lietuvos draudimas” Eesti filiaal (PZU)
Policy number: 6657337269
Insurance period stated in the policy: 01.11.2026–31.10.2027
Activity licence stated in the policy: L07733
Sums insured stated in the policy
- For the whole insurance period
- €3,000,000
- Per insured event
- €300,000
- Per entitled person
- €100,000
- Non-pecuniary harm: per event
- €100,000
- Non-pecuniary harm: per person
- €30,000
Compensation for non-pecuniary harm is included in the general limits, not added to them. Actual compensation depends on the circumstances, applicable law and the insurance contract.
You can report suspected harm to health caused during a medical service directly to the insurer through PZU’s official self-service. Eligibility and the extent of compensation are determined by applicable law and the insurance contract.
Notify the insurer as soon as possible, within four weeks of learning of possible harm. If your health or another valid reason prevents reporting, the deadline is extended by the corresponding time. Reporting a claim is free.
Open PZU self-service
Opens the insurer’s website.
PZU general contact: +372 622 4599 · info@pzu.ee
Do not send diagnoses, examination results or other health information by ordinary email. Use the insurer’s official reporting channel or agree a secure way to exchange information.