I. General terms for the provision and use of medical services

Article 1. These General Terms and Conditions govern the booking, provision, payment for and use of medical services, examinations, diagnostic tests, therapeutic procedures and rehabilitation programmes offered by MEDICAL CENTER "AQUA MEDICA" Ltd. (Bulgarian registered name: МЕДИЦИНСКИ ЦЕНТЪР "АКВА МЕДИКА" ЕООД), hereinafter referred to as the “Medical Centre”.

Article 2. The medical services provider is MEDICAL CENTER "AQUA MEDICA" Ltd., represented by its Manager, Emiliyan Mladenov, with registered office and address of management: Republic of Bulgaria, 9000 Varna, Primorski District, 7 Vasil Levski Blvd., Entrance V, Floor 4, Apartment 45.

Article 3. The Medical Centre provides specialist medical services in orthopaedics and traumatology, physical and rehabilitation medicine, and other medical activities within the scope of its registered operations.

Article 4. Medical services are provided in accordance with applicable Bulgarian legislation, relevant medical standards, the professional competence of medical practitioners and these General Terms and Conditions.

The allocation and performance of medical activities comply with Ordinance No. Н-9 of 05.12.2025 on the medical standard “Physical and Rehabilitation Medicine” and Ordinance No. 1 of 28.01.2021 on the medical standard “Orthopaedics and Traumatology”, respecting physicians’ professional competence and recognised qualifications.

Article 5. Information published on the website about medical services, treatment methods and programmes is for information purposes only and does not replace an individual medical consultation.

II. Opening hours and appointments

Article 6. The Medical Centre is open from 08:30 to 20:30. Doctors’ appointments and procedures take place according to schedules announced in advance.

Article 7. Medical examinations, consultations and therapeutic procedures are provided by prior appointment through the officially published contact channels.

Article 8. When booking, the type of medical service, specialist, duration, price and available appointment times are confirmed.

Article 9. Patients should arrive at their agreed appointment time and bring any medical documents requested in advance.

Article 10. If objective organisational or medical circumstances arise, the Medical Centre may propose rescheduling a confirmed appointment, informing the patient promptly and agreeing on a new possible date.

III. Medical examinations and therapeutic procedures

Article 11. Medical services are provided by healthcare professionals within the scope of their professional qualifications and competence.

Article 12. Therapeutic procedures and rehabilitation programmes are prescribed following a medical assessment where one is required for the relevant service.

Article 13. The type, number, duration and sequence of procedures are determined individually by the competent medical practitioner according to the patient’s health, medical indications and needs.

Article 14. If contraindications or circumstances that may endanger the patient’s health are present, the medical practitioner may modify, postpone or decline to prescribe a particular procedure.

Article 15. Medical activities are performed after the patient has received the necessary medical information and provided informed consent, except in cases stipulated by law.

IV. Prices and payment terms

Article 16. Prices for medical services and treatment programmes are stated in the Medical Centre’s official price list and quoted in euros.

Article 17. The price of each service covers the medical activities and duration expressly specified in its description.

Article 18. Individual medical examinations and therapeutic procedures are paid for on the day of the visit.

Article 19. Treatment programmes and packages are paid for in advance after confirmation of the individual treatment plan and before the first included procedure.

Article 20. Payments are made in cash or by bank card via a POS terminal at the Medical Centre.

Article 21. Additional services, examinations or procedures not included in the initially agreed treatment plan are provided after the patient has been informed of their price and has given consent.

Article 22. Appropriate payment documents are issued for all payments in accordance with applicable legislation.

V. Treatment programmes and packages

Article 23. Treatment programmes are developed individually following a medical assessment and may include consultations, diagnostic assessments, physical therapy, kinesitherapy, hydrotherapy and other medical services according to the prescribed treatment plan.

Article 24. Before purchasing a treatment programme, the patient receives information about the included services, number of treatment days, procedure duration, validity period, total price and any additional charges.

Article 25. Treatment programmes and packages are personal and may be used only by the patient for whom they were developed. They cannot be transferred to another person.

Article 26. When the initial medical consultation is included in the purchased programme, it is not charged for again.

Article 27. Changes to the individual treatment plan may be made on medical grounds. If a change involves an additional charge, the patient is informed in advance.

Article 28. Access to the Water and Thermal Zone or other areas of Aquahouse Thermal & Beach is included only when expressly stated in the description of the relevant service or treatment programme.

Article 29. Purchasing a medical service or package does not automatically grant access to swimming pools, SPA areas or other facilities beyond those expressly included in the offer.

VI. Rescheduling and cancellation of appointments

Article 30. If an appointment needs to be changed or cancelled, the patient should notify the Medical Centre as early as possible. At least 24 hours’ notice before the visit is recommended.

Article 31. Where timely notice is given, appointments are rescheduled according to the relevant specialist’s availability.

Article 32. In the event of late notice or non-attendance, the Medical Centre may offer a new appointment subject to availability and the terms previously communicated for the relevant service.

Article 33. After repeated failures to attend without advance notice, the Medical Centre may require prepayment to confirm a subsequent visit, having first informed the patient of the applicable conditions.

Article 34. If the Medical Centre is unable to provide a prepaid service, it will offer rescheduling or a refund of the corresponding amount in accordance with applicable statutory and contractual terms.

VII. Interruption of treatment programmes and refunds

Article 35. If medical reasons prevent a patient from continuing a treatment programme, the patient should inform the Medical Centre promptly.

Article 36. If treatment must be interrupted for medical reasons, an individual assessment will determine whether the programme validity period may be extended or the value of unused services refunded.

Article 37. The valuation of examinations and procedures already used takes into account the package breakdown previously provided to the patient.

Article 38. The conditions for terminating a prepaid programme and obtaining a refund are provided before payment. Refunds are made in accordance with the specifically agreed terms and applicable law.

VIII. Discounts and special offers

Article 39. The Medical Centre may offer promotional prices and discounts on selected medical services or treatment programmes.

Article 40. Each special offer is subject to the specifically stated conditions, validity periods and eligibility rules.

Article 41. Discounts for visits to Aquahouse Thermal & Beach or for other SPA services do not automatically apply to the Medical Centre’s medical services.

Article 42. Different discounts and promotional offers cannot be combined unless expressly permitted by the terms of the specific offer.

IX. Health and safety

Article 43. Patients should provide accurate, up-to-date information about their health, existing medical conditions, allergies, medicines, previous operations and any other circumstances relevant to their treatment.

Article 44. Patients should inform their medical practitioner of any change in their health or new symptoms during treatment.

Article 45. Certain procedures may have contraindications or require a prior medical assessment.

Article 46. The medical practitioner determines whether a particular therapy is appropriate based on its indications and contraindications and the patient’s individual health.

Article 47. The outcome of medical services and therapeutic procedures depends on individual medical and physiological factors. The Medical Centre does not guarantee any particular therapeutic outcome. This does not restrict patients’ statutory rights or the Medical Centre’s liability for the services provided.

X. Patients’ rights and obligations

Article 48. Patients have the right to accessible information about available medical services, their prices, content, potential risks and alternative treatment options.

Article 49. Patients have the right to respect for their personal dignity, confidentiality of medical information, informed consent and all other rights established by applicable law.

Article 50. Patients should observe the confirmed schedule, the internal rules and the medical professionals’ instructions relating to safe performance of procedures.

Article 51. Medical services for minors and other patients for whom the law requires the involvement or consent of a parent, guardian or other authorised person are provided in compliance with applicable legal requirements.

XI. Personal data protection

Article 52. In its operations, the Medical Centre processes personal data, including patients’ health information, in accordance with applicable personal data protection requirements and medical confidentiality rules.

Article 53. Personal data is processed on an applicable lawful basis and for specific legitimate purposes connected with providing and administering medical services and fulfilling the Medical Centre’s legal obligations.

Article 54. Detailed information on personal data processing, retention periods and patients’ rights is provided in a separate Privacy Policy.

XII. Feedback and dispute resolution

Article 55. Patients may submit questions, reports and complaints concerning the organisation and provision of medical services through the Medical Centre’s official contact channels.

Article 56. Incoming reports and complaints are reviewed according to their nature and the applicable regulatory requirements.

Article 57. Disputes are resolved by mutual agreement where possible, without restricting patients’ right to contact the competent supervisory or judicial authorities.

XIII. Final provisions

Article 58. These General Terms and Conditions are published on the official website providing information about the Medical Centre’s medical services.

Article 59. The Medical Centre may update these General Terms and Conditions due to changes in its operations, services offered or applicable law.

Article 60. Amendments are published on the official website and cannot retroactively restrict patients’ statutory or already acquired rights.

Article 61. All matters not regulated by these General Terms and Conditions are governed by applicable Bulgarian law.