Last updated: 12/11/2025
This document forms part of the General Terms & Conditions and must be read together with the Site’s Privacy Policy and Legal Notice.
1) Purpose and scope
This policy governs the right of withdrawal, cancellations, changes, and returns for distance purchases and bookings made on this site (web, email, or phone). It distinguishes between:
- Healthcare services (in‑person consultation and teleconsultation/second opinion provided by a healthcare professional).
- Other services (e.g., courses/workshops, non‑clinical reports, information sessions).
- Digital content (e.g., e‑books, downloadable templates/files, on‑demand videos, online courses).
- Physical goods (e.g., educational materials, devices or non‑healthcare products).
If a product or service is purchased from a third party via our website (marketplace, external platform), that third party’s policy will apply.
2) Healthcare services (in‑person and teleconsultation)
There is no statutory right of withdrawal for contracts for health‑related services provided by a healthcare professional to patients for the purpose of assessing, maintaining, or restoring their health.
However, we offer the following commercial cancellation policy:
- Rescheduling at no cost: up to 24 hours before the appointment time (subject to availability).
- Cancellation ≥24 h: 100% refund of the payment/deposit.
- Cancellation <24 h: 50% of the amount (or the deposit, if lower) is retained to cover scheduling costs.
- No‑show: 100% is retained.
- Cancellation by the clinic/professional: 100% refund or rescheduling, at the patient’s choice.
Properly evidenced force majeure (hospital admission, death of a first‑degree relative, etc.) may be considered for a full refund.
3) Other services (non‑healthcare)
For non‑healthcare services, the customer has 14 calendar days to withdraw from the date of contracting. If you requested the service to start within that period, you must pay the proportional part already provided. If the service has been fully performed, withdrawal does not apply.
4) Digital content and digital services
- Digital content without a physical medium (downloads/streaming) is not subject to withdrawal once its supply has started if the customer expressly consented to begin during the 14‑day period and acknowledged the loss of the right of withdrawal.
- For subscriptions or ongoing access, withdrawal is possible only if access has not started. Once started, a pro‑rata rule applies based on the effective cancellation date and the plan conditions.
5) Physical goods (non‑healthcare)
The customer may withdraw within 14 calendar days from receipt. Conditions:
- The item must be returned complete, undamaged, with accessories, manuals and, where applicable, in its original packaging (simply opening it to check its nature and functioning does not preclude withdrawal).
- Not eligible for return:
- Personalised or custom‑made goods.
- Sealed goods that are not suitable for return for health or hygiene reasons and that have been unsealed after delivery (e.g., masks, products intended for clinical use or direct contact with skin/mucosa, where applicable).
- Goods that may deteriorate or expire rapidly.
6) How to exercise withdrawal or request a return
- Notify us in writing within the relevant deadlines (email preferred) stating: order number, product/service, date, and contact details. You may use the model form in the appendix.
- We will send return instructions and, where applicable, an RMA or return code.
- For goods sales, you must ship the parcel within a maximum of 14 days from notifying your withdrawal.
- Direct return costs (shipping) are borne by the customer, unless the error is ours or the product is defective. We recommend a trackable shipment.
- We may withhold the refund until we receive the goods or until you provide reliable proof of return.
Return address:
Tito Rodriguez Bouza, NIF 50873193E
Hermosilla 48, 1B, 28001 Madrid, Spain
Email: pacientes@drtitorodriguezbouza.com · Tel.: +34 636 577 506
7) Refunds
- We will refund payments received, including, where applicable, standard delivery costs (not additional costs for express shipping or special modalities), without undue delay and always within 14 days from your withdrawal notice.
- Refunds will be made using the same payment method used for the original transaction (unless otherwise agreed without incurring costs).
- For services started at the customer’s request within the withdrawal period, the proportionate amount effectively provided will be deducted.
8) Defective products or shipping errors
If the item is non‑conforming (defective or incorrect), please contact us within 48–72 hours of delivery and provide evidence (photos/video). We will offer repair, replacement, price reduction, or contract termination at no cost to you, in accordance with the legal guarantee of conformity.
9) Data processing
Data provided to manage withdrawals and returns are processed in accordance with this site’s Privacy Policy (purposes: handling the request, legal compliance, fraud prevention; legal basis: performance of the contract/legal obligation; retention: the period necessary for liabilities).
10) Contact
- Email: pacientes@drtitorodriguezbouza.com
- Phone: +34 636 577 506
11) Model withdrawal form (indicative)
(Only complete and send this if you wish to withdraw from the contract)
To the attention of: [Name of controller], [postal address], [email]
— I hereby notify you that I withdraw from my contract for the sale of the following good / provision of the following service: [……………………]
— Order no.: [……………] — Order date: [.. / .. / …] — Date of receipt (for goods): [.. / .. / …]
— Consumer’s name: [……………………]
— Consumer’s address: [……………………]
— Signature (only if submitting on paper): ____________________
— Date: [.. / .. / …]
12) Frequently Asked Questions
Can I cancel a teleconsultation on the same day? Yes, but if it is <24 h, a 50% retention applies. If you cannot attend due to demonstrable force majeure, please write to us.
What happens if I download an e‑book and then withdraw? If you consented to start the supply during the 14‑day period and the content was downloaded, withdrawal does not apply.
Are there exchanges in a physical office? This policy governs distance purchases. For in‑person care, the conditions displayed at reception apply.
