1. What services do we offer?
We provide services and products in the fields of hair medicine and dermatology (hereinafter referred to as "services"). In particular, we offer treatment by autologous blood injection (which is an autologous treatment for hair or skin roots), Medical Needling, wrinkle treatments, fillers/skinboosters, and hair transplants (hereinafter referred to as "treatments").
2. Who are we?
(1) The services are provided by anagen SA ("ANAGEN", "we", "our"), Rue Ami-Lullin 12, 1207 Geneva.
(2) If you have questions or others, the best thing to do is to contact us by: info@anagen.clinic.
3. What do these general terms and conditions of sale (GTC) govern?
(1) These General Terms and Conditions govern the legal relationship between you and ANAGEN, for example when you register for an appointment and/or when you request our services.
(2) You and ANAGEN shall hereinafter be collectively referred to as the "parties" and individually as a "party".
4. Who do we deal with?
(1) Our services are aimed at individuals aged 18 and over who are capable of discernment. In exceptional and medically justified cases, it is possible to deviate from this rule.
(2) In the case of individuals under the age of 18 or those incapable of discernment, treatment is only possible with the written consent of their legal representative. We recommend that a legal representative be present at each appointment.
(3) It goes without saying that we can only treat individuals who are fit to undergo the treatment in question. Therefore, the sine qua non condition for treatment is a positive fitness examination.
(4) By accepting these general conditions, you confirm that you meet these requirements.
(5) It is not possible to transfer the contract to a third party, as this requires a medical fitness examination.
5. How does the treatment proceed?
5.1 Appointment booking, assessment of suitability, treatment plan, modifications
(1) The first thing to do is book an appointment for a preliminary assessment of your suitability for the treatment you wish to undergo ("suitability assessment"), preferably via our website. If our capabilities allow, you can also visit one of our sites without an appointment and undergo the suitability test for the treatment you wish ("walk-in").
(2) During the suitability assessment, you will be informed of the nature of the treatment that is suitable for you. For the assessment of suitability for hair treatment, a high-resolution photo of your scalp is taken ("hair scan") to analyze your hair. To determine if a skin treatment is appropriate, several high-resolution photos of your skin are taken ("skin scan"), which will be analyzed. The suitability test is carried out at the prices in effect at that time, unless it is explicitly offered for free.
(3) If you are deemed suitable for the treatment you wish to undergo, we will establish your treatment plan with your consent. The treatment plan provides you with information on how your treatment will proceed and the possible results.
(4) After discussing the treatment plan, you can decide whether you wish to proceed with your treatment. If you do, you will receive a valid offer from us for 10 days ("acceptance period").
(5) The contract related to your treatment is concluded when you accept the offer (generally as soon as you have signed it electronically and/or made your partial or full payment).
(6) If your acceptance occurs after the expiration of the acceptance period, it constitutes a new offer from you, which is considered accepted when we confirm it to you in writing (for example, by email).
(7) Once the contract is concluded, you can take advantage of the ordered services within 14 months. Services that have not been utilized during this period will expire at the end of the 14 months.
(8) In principle, there is no right for the treatment to be carried out at a specific location in our establishment. Of course, we try our best to accommodate your wishes regarding the treatment location. You accept, however, that we may carry out your treatment at any of our sites, or even at several sites.
5.2 Direct booking
(1) On our website, you can directly book individual treatments or treatment packages as well as the first treatment appointment. If you book a package with multiple appointments, we schedule the other appointments after your first treatment.
(2) Please read our patient information carefully before the treatment and ask us any open questions. On-site, before the treatment, you will be informed again about the chosen treatment and you will have another opportunity to ask questions.
(3) When booking a first appointment via direct booking, the contract related to the treatment is concluded as soon as we send you a confirmation of the appointment.
5.3 Hair transplant
(1) If you have chosen one of our hair transplants and have already paid your treatment fees (see point 7 "How to pay for your treatment?"), we will agree with you on a date for your treatment. It is on this date that we perform the hair transplant. The results are then checked during a maximum of six follow-up appointments. These subsequent check-ups are included in the price.
(2) During a hair transplant, your own healthy hair is taken under local anesthesia and then transplanted onto a balding area. We only offer hair transplants using the so-called FUE method ("Follicular Unit Extraction"). You will find more information about this method here.
(3) To ensure that your hair lacks nothing after the transplant, we recommend strengthening it through autologous blood injection treatment (see point 5.3).
5.4 Autologous blood injection treatment
(1) If you have decided to undergo autologous blood injection treatment (Hair and/or Skin) with us and have already paid your treatment fees (see point 7 "How to pay for your treatment?"), we can, if applicable, perform your treatment directly after your payment (i.e., directly on the day of the suitability assessment) or, if it suits your schedule better, agree on the first treatment date with you.
(2) During the autologous blood injection treatment – Hair, your own blood is used to supply nutrients to the hair roots. This procedure helps promote hair root formation and regeneration. In the autologous treatment – Skin, your own blood is used to supply growth nutrients to your skin.
(3) An autologous blood injection treatment generally consists of four to eight sessions and a scan about a month after the last session to check the treatment results ("follow-up check").
(4) After the treatment, it may be recommended to undergo further treatments. With the treating physician, you determine – if you wish – the ideal frequency of follow-up treatments for you. Further treatments can be booked at the prices in effect at that time.
5.5 Medical Needling
(1) If you opted for a Medical Needling treatment with autologous blood injection for the skin and have already paid your treatment fees (see point 7 "How to pay for your treatment?"), we can, if applicable, perform your treatment directly after your payment or arrange for an appointment for your first treatment session.
(2) During the Medical Needling treatment, micro-perforations of 0.5 to 2 millimeters are made with very fine needles using our Needlingpen. This triggers cell renewal and stimulates blood circulation and collagen production.
(3) A Medical Needling treatment generally includes six sessions followed by a skin scan approximately four weeks after the last session to verify the treatment results ("follow-up check").
(4) If you wish, annual touch-ups are possible to maintain the results for longer. Further treatments can be booked at the prices in effect at that time.
5.6 Wrinkle treatment
(1) If you have opted for a wrinkle treatment and have already paid your treatment fees (see point 7 "How to pay for your treatment?"), we can, if applicable, perform your treatment directly after your payment or agree on an appointment for your first treatment session.
(2) During the wrinkle treatment, the protein is injected into the muscle to achieve a temporary immobilization of the muscle and thus smooth the skin.
(3) A wrinkle treatment generally consists of one session. Additionally, we offer a "follow-up treatment" if the desired result has not been achieved. If you wish, follow-up treatments are possible to maintain the results for longer. Further treatments and follow-up treatments can be booked at the prices in effect at that time.
5.7 Filler/skinbooster treatment
(1) If you have chosen a filler or skinbooster treatment with hyaluronic acid with us and have already paid the treatment fees (see point 7 "How to pay for your treatment?"), we can, if applicable, upon request and subject to the necessary conditions, perform your treatment directly after your payment or agree with you on the first appointment for treatment.
(2) The filler treatment involves injecting hyaluronic acid to generate volume. The skinbooster treatment involves injecting hyaluronic acid to improve skin quality.
(3) A filler treatment generally consists of a single treatment. The skinbooster consists of 3 treatments (1 treatment per month).
(4) If you wish, follow-up treatments are possible to maintain the results for longer. Further treatments will be charged separately.
6. Price
(1) The prices of the treatments ("treatment fees") will be communicated to you in our offer as soon as you request them after the fitness assessment. Prices communicated in other ways (notably orally, in brochures, or on the website) are not binding and do not constitute an offer.
(2) If, after the conclusion of the contract, you decide to add other treatments (additional hair transplants, treatment by autologous blood injection, Medical Needling, filler treatment, or wrinkle treatments for example), the treatment costs will be adjusted accordingly or the other treatments are charged in addition.
7. How to pay for your treatment?
7.1 General Provisions
(1) 15% of your processing fees must be paid upon signing the contract and before your first treatment. The remaining balance of the treatment to be paid is divided by the number of treatments in your defined treatment position in the contract and must be paid no later than the day of the treatment. We reserve the right to suspend our services if invoices are not settled.
(2) Alternatively, for hair transplants and if the conditions are met, you can also pay 15% of the treatment amount after concluding the contract. The remaining amount will be billed to you over twelve months from the start of treatment, and you may pay 1/12 of the remaining amount per month in the form of an installment payment.
(3) You agree to pay the full amount of the fees or any transaction costs that may be incurred by money transfers to our bank account.
(4) Payments must be made in Swiss francs (CHF).
8. Report, non-presentation, delay, end of processing
8.1 General
Please note that if we have agreed upon dates for your treatment, we reserve this time exclusively for you. We understand that an unexpected event may occur, preventing you from attending one of your treatment appointments or arriving on time. In such cases, we kindly ask you to contact us immediately by phone (you will find the corresponding site number here. Cancellations by email cannot be accepted.
8.2 Rescheduling, no-show, delay
8.2.1 Rescheduling, no-show, delay, non-compliance with preoperative instructions
(1) Rescheduling, no-show for hair transplants: If you need to postpone your hair transplantation, you agree to pay the following fees:
CHF 300.00: up to 30 days before the appointment
CHF 1,000.00: up to 14 days before the appointment
CHF 1,500.00: less than 14 days before the appointment or if you do not attend the appointment.
(2) Rescheduling, no-show for autologous treatment, Medical Needling, Filler, Skinbooster, and all other treatments: You can reschedule the treatment mentioned in this point (2) free of charge at least 48 hours before your appointment. Less than 48 hours before your appointment, it is no longer possible to postpone it. In this case, your right to the treatment agreed upon for that date expires without you being entitled to compensation or a refund (partial). The same applies if you do not attend the scheduled appointment.
(3) Cases of hardship: In the event of hardship (e.g., accident, death of a close family member shortly before the appointment), it may be necessary, as a goodwill gesture, to determine the consequences of rescheduling based on the individual case. However, there is no right to such treatment of hardship cases. If you are faced with hardship, you can submit a request in this regard - the documents justifying your hardship must be attached to the request.
(4) Rescheduling by us: It may happen that we also need to reschedule a treatment date (for example, because our staff is absent due to illness). If we postpone a treatment appointment, we will agree upon a replacement appointment and the treatment will continue. We can reschedule treatment dates at any time and as often as necessary; you then have no right to compensation or interruption of the treatment.
(5) Delay, non-compliance with preoperative instructions: If you arrive late at the agreed place for one of your treatment appointments, you are generally only entitled to treatment for the agreed duration of the treatment. If your delay incurs additional costs (e.g., because overtime from our staff is necessary), you agree to cover these costs. If the treatment cannot be performed due to your delay or non-compliance with your physician's preoperative instructions, the legal consequences are the same as if you had not attended the appointment (see points (1) and (2) above).
8.3 End of treatment
Please note that your treatment begins at the first appointment (even if you reschedule or miss it due to a delay or absence). The end of treatment is considered as a cancellation before your first appointment (see point 8.3.1) and then as an interruption (see point 8.3.2).
8.3.1 Cancellation of treatment
You can cancel your treatment as follows:
(1) Hair transplant: if no treatment date has been set, a cancellation incurs a fee of 30% of the cost of the treatment.
(2) Autologous treatment, medical needling, filler, skinbooster, and all other treatments: if no treatment date has been agreed upon, cancellation fees amounting to 20% of the cost of the treatment will be charged.
8.3.2 Interruption of treatment
(1) After the start of treatment (see point 8.3), you are free, just as we are, to interrupt the treatment at any time. The treatment is considered interrupted in case of a corresponding written request (by email, for example) or when this interruption is clearly indicated in any other way (non-compliance with the treatment plan, for example).
(2) If you interrupt the treatment (no refund): if you interrupt the treatment for any reason, you agree not to have the right to a (partial) refund of your treatment costs. This is particularly true if you postpone the first appointment or if you miss it due to a delay or absence and then interrupt the treatment.
(3) If we interrupt the treatment (no refund): we reserve the right to interrupt your treatment,
if you do not respond twice or if you respond too late (see point 8.2.1) to one of your appointments,
if the treating physician believes that the treatment is no longer medically responsible (in case of non-compliance with their instructions, failing to disclose relevant information during the fitness assessment, etc.).
Even in this case, you agree not to have the right to a (partial) refund of your treatment costs.
(4) In general, treatment cannot be resumed once it has been interrupted. If, in such a case, re-admission is appropriate and indicated, we will submit a new offer to you.
8.3.3 Modification of the contractual element
The contract between ANAGEN and you is personal and cannot be transferred to third parties.
9. Why are you committing?
(1) You undertake to act in good faith and in particular
to provide information that is true about yourself, your health and your physical condition;
to provide us with your correct contact details;
to be solvent when ordering our services;
to inform us immediately of any insolvency arising during the processing;
to follow our instructions when using our services (particularly those regarding care and usage, for example, not to damage the scalp by rubbing or scratching, not to use aggressive shampoos, and not to engage in physical exertion); and
to transmit only the information and documents to which you are entitled and that can be communicated to us.
(2) In the event of a breach of these obligations, we have the right to refuse our services to you. You also agree to bear any corresponding costs that may be incurred by us.
10. What are your rights if the treatment does not go as planned?
(1) We draw your attention to the fact that we cannot guarantee the success of the treatment, given that each person reacts individually to treatments.
(2) If the treatment does not yield the expected result and you are not satisfied, please contact us so that we can review your situation.
(3) There are no rights, such as warranty rights (repair, reduction or other), if the treatment does not yield the expected result or does not meet what you were expecting.
(4) We strive to find a suitable solution together.
11. Information for patients
(1) Patient Information provides you with information on how treatments are carried out and the risks and possible side effects.
(2) Please read this Patient Information carefully and feel free to ask us your questions if you have any.
12. Disclaimer
(1) You attest that you have taken note of the risks and side effects of the treatments and that you accept them.
(2) You agree to fully release us from any liability and not to make any claims in the event of risks or side effects causing damages. This is particularly applicable if you do not follow the doctor's instructions before or during your treatment.
(3) You are also aware and accept that we are not responsible for restoring your original hair volume, for the complete smoothing of wrinkles, nor for the offer or payment of any other treatment.
(4) To the extent permitted by law, liability for mild negligence is excluded.
13. Data protection
(1) In the Privacy Policy, we inform you about how we process and protect your personal data. You accept them when you use our services.
(2) For legal reasons, we keep your patient record for 20 years.
14. Client References
If you undergo treatment with us, you accept that we take photos of your hair or skin and use them anonymously for advertising purposes ("before and after photos" on our website, on social media, etc.). You can revoke this consent at any time, in part or in full.
15. Entirety of the contract
(1) These general terms and conditions, as well as the documents you sign at the time of ordering a treatment, the information for patients, and the privacy statement, govern all rights and obligations of the parties relating to the services we provide.
(2) To be valid, any amendments, supplementary agreements, and additions must be confirmed in writing (by email, for example).
16. Renunciation of rights
If one party fails to perform a part of the contract and the other party does not insist on the proper execution, they do not waive their right to enforce other parts of the contract.
17. Salvatory clause
If one or more clauses of these general terms and conditions of sale are found to be or become invalid or ineffective, this shall not affect the validity of the remaining clauses. In such a case, the parties shall replace the invalid or ineffective provisions with valid and applicable provisions that best reflect the initial intention of the parties and, if possible, achieve the same economic result.
18. Modification of these general terms and conditions
(1) We may modify these General Terms and Conditions at any time. We will inform you of this change appropriately.
(2) Unless we receive a written objection from you (by email, for example) within one month after we have informed you, these modifications are considered accepted.
(3) The current version of these General Terms and Conditions can be consulted on our website.
19. Governing law and jurisdiction
(1) Swiss law applies to all claims brought by the parties in relation to the services we have provided.
(2) The parties choose the courts of Geneva as the exclusive forum in the event of a dispute.
Geneva, 13.11.2024