General terms and conditions

Article 1.

(1) These General Terms and Conditions (hereinafter: “General Terms and Conditions”) govern the relations between the Special Hospital for Ophthalmology Svjetlost (hereinafter: “Hospital”) and patients or users of its services, and in particular mutual rights and obligations regarding the provision of health and other services from the Hospital’s activities.

(2) The General Terms and Conditions apply to all services provided by the Hospital on its premises, in an organized form outside the Hospital premises and via electronic means of communication, unless otherwise agreed in an individual contract or individual consent.

(3) By using the Hospital’s services or by scheduling an appointment, the patient confirms that he/she is familiar with these General Terms and Conditions, that he/she fully understands and accepts them.

(4) In case of conflict between the provisions of these General Terms and Conditions and the individually concluded contract between the Hospital and the patient, the provisions of the individual contract shall apply.

Service provider information

Article 2.

(1) Name of the institution: Special Hospital for Ophthalmology Svjetlost

(2) Abbreviated name: Svjetlost Eye Clinic

(3) Registered office: Vjekoslava Heinzela 39, 10000 Zagreb, Croatia

(4) Legal form: institution

(5) Personal Identification Number (OIB): 06966332599

(6) Registration number of the subject of registration (MBS): 080161561

(7) Entry in the court register: Commercial Court in Zagreb

(8) Director: Nikica Gabrić, MD.

(9) E-mail address: [email protected]

(10) Website: www.svjetlost.hr

Definitions of terms

Article 3.

(1) In these General Terms and Conditions, certain terms have the following meanings:
a) “Hospital” means the Svjetlost Special Hospital for Ophthalmology as a provider of healthcare and related services;
b) “Patient” means a natural person who uses or intends to use the Hospital’s healthcare services, regardless of whether the service is paid for personally, through insurance or at the expense of a third party payer;
c) “Healthcare professional” means a person with a completed health education who provides healthcare in accordance with special regulations;
d) “Service” means any health, diagnostic, therapeutic, advisory or other service provided by the Hospital within the scope of its activities;
e) “Informed consent” means a voluntary and freely expressed statement by a patient agreeing to a specific diagnostic, therapeutic or other medical procedure, after having received the necessary information in accordance with the law;
f) “Medical documentation” means all documents, recordings, findings and other records that the Hospital keeps about the patient’s health condition and the services provided;
g) “Health tourism” means the organized provision of health services to patients from abroad, which may include additional catering, transportation and similar services.

Legal framework

Article 4.

(1) The hospital provides its services in accordance with the applicable regulations of the Republic of Croatia, and in particular:
a) Health Care Act;
b) Patients’ Rights Protection Act;
c) Health Care Quality Act;
d) Medical Practice Act;
e) The Nursing Act;
f) Civil Obligations Act;
g) Consumer Protection Act;
h) General Data Protection Regulation (EU) 2016/679 (GDPR) and the Act on the Implementation of the General Data Protection Regulation;
i) other by-laws and rules of the profession.

(2) In addition to the above regulations, the Hospital adheres to the rules of good medical practice, codes of ethics, and guidelines of professional associations.

Types of services

Article 5.

(1) The hospital provides specialist and consultative hospital treatment in the field of eye diseases, including but not limited to:
a) ophthalmological examinations (general, specialist, follow-up);
b) diagnostic tests (OCT, fluorescein angiography, ultrasound of the eye, electroretinography, measurement of eye pressure, examination of the fundus of the eye and other tests);
c) surgical procedures on the anterior and posterior segments of the eye (cataract surgery, refractive surgery, intraocular lens implantation, vitreoretinal surgery, glaucoma surgery, etc.);
d) laser eye therapy;
e) intraocular injections;
f) additional consultations and counseling;
g) preventive examinations and screening programs.

(2) The hospital also carries out scientific activities in the field of biomedicine and health, the scientific field of clinical medical sciences, and the scientific branch of ophthalmology.

(3) Within the framework of health tourism, the Hospital provides diagnostic and therapeutic procedures, health care and medical rehabilitation procedures, with the possibility of providing hospitality and tourism services.

Availability and work schedule

Article 6.

(1) The Hospital provides services according to the established opening hours published on the website www.svjetlost.hr and displayed on the Hospital premises.

(2) The Hospital reserves the right to change the work schedule, of which it will inform patients in a timely manner through the usual communication channels.

(3) In the event of emergency conditions that do not correspond to the Hospital’s profile, the patient is referred to the nearest emergency medical care facility.

Methods of providing services

Article 7.

The hospital provides the following services:
a) in its premises at the headquarters address and its other locations;
b) in other forms, in accordance with the regulations and organizational capabilities of the Hospital.

Ordering and scheduling an appointment

Article 8.

(1) The patient can make an appointment:
a) by phone, by calling the official number of the Hospital’s call center;
b) by electronic mail;
c) via the form on the website www.svjetlost.hr;
d) in person, at the Hospital reception.
(2) When booking, the patient is obliged to provide true, accurate and complete personal data necessary for identification and provision of the service, in particular: name and surname, date of birth, OIB (Personal Identification Number), address, contact telephone number and email address.
(3) The hospital reserves the right to refuse to schedule an appointment or to postpone it in case of incomplete data, doubtful entries, overbooking of available appointments or for other justified organizational reasons.

Appointment confirmation

Article 9.

(1) An appointment is considered scheduled only after the Hospital explicitly confirms it to the patient in writing, by email, telephone call or other appropriate means of communication.
(2) The hospital may, for the sake of work organization, request an additional confirmation of arrival from the patient a predetermined number of days or hours before the scheduled appointment. If the patient does not confirm arrival within the given time, the Hospital reserves the right to release the appointment for other patients.

Documentation required for service provision

Article 10.

(1) The patient is required to present a valid photo ID upon arrival for identification purposes.
(2) If the patient has previous medical documentation relevant to the planned examination or procedure (findings, discharge letters, list of medications, allergies, therapy), he/she is obliged to bring it or deliver it to the Hospital in advance.
(3) For certain specialist examinations and procedures, the Hospital may request additional tests and findings that the patient obtains at his own expense, unless otherwise agreed.

Preoperative examinations and preparations

Article 11.

(1) Before each surgical procedure, the patient is obliged to undergo prescribed preoperative examinations within the deadlines determined by the doctor.
(2) The patient is required to follow all preoperative instructions received from the physician or medical staff, including, but not limited to: discontinuation of certain therapies (e.g. anticoagulants), preoperative dietary regimen (fasting for general anesthesia), cessation of contact lens wear prior to refractive procedures, and other specific instructions.
(3) Non-observance of pre-operative instructions may lead to the cancellation or postponement of the procedure, whereby the Hospital is not responsible for any consequences of such cancellation or for the costs incurred as a result.

Coming for an examination or procedure

Article 12.

(1) The patient is obliged to arrive at the exact scheduled time, taking into account that the scheduled time also includes preparatory activities prior to the examination or procedure.
(2) In the event of a delay, the Hospital reserves the right to postpone or cancel the patient’s appointment, given that the delay affects the provision of services to other patients.
(3) The patient is obliged to inform his/her companions and relatives that the stay in the Hospital during surgical procedures may last several hours, depending on the type of procedure.

Cancellation or postponement of an appointment by the Hospital

Article 13.

(1) The hospital reserves the right to cancel or postpone the appointment in case of:
a) illness, disability or other justified absence of the doctor;
b) technical malfunctions in the equipment required to provide the service;
c) force majeure, extraordinary circumstances or urgent interventions;
d) other justified reasons of an organizational or medical nature.
(2) In the event of cancellation or postponement of an appointment by the Hospital, the patient will be offered the nearest possible alternative appointment, and if this is not possible, the Hospital will refund the funds paid, if any.
(3) Except in cases of intent or gross negligence, the Hospital is not liable for additional costs incurred by the patient due to cancellation or postponement of an appointment (travel expenses, accommodation, lost earnings, etc.).

Cancellation of an appointment by the patient and absence from the appointment

Article 14.

(1) The patient can cancel or reschedule the scheduled appointment free of charge if he/she does so no later than 24 hours before the scheduled time for standard examinations, or 72 hours before the scheduled time for operative procedures and procedures that require special preparation.
(2) If the patient cancels the appointment outside of the deadlines referred to in paragraph 1 of this article or does not come to the scheduled appointment without notification, the Hospital may charge an administrative fee or part of the costs in the amount determined by the Price List.
(3) In the event of a prepayment for a surgical procedure, the Hospital reserves the right to retain part of the prepayment as coverage for actual costs incurred up to the moment of cancellation (preparations, operating room reservation, consumables, etc.), in accordance with the Price List and special instructions.
(4) The hospital reserves the right to deny future appointments to a patient who repeatedly misses appointments without justification.

Obligation to inform the patient

Article 15.

(1) Before any significant diagnostic or therapeutic procedure, the Hospital is obliged to provide the patient with information in the manner and to the extent prescribed by the Law on the Protection of Patients’ Rights, and in particular information about:
a) the patient’s state of health, including the medical assessment of the results and outcome of a particular diagnostic or therapeutic procedure;
b) recommended examinations and procedures and the planned dates for their performance;
c) possible advantages and risks of conducting or not conducting the recommended examinations and interventions;
d) the type and probability of possible risks, painful and other side or permanent consequences;
e) other possible treatment methods (alternatives);
f) the course and consequences of the proposed diagnostic or therapeutic procedure.
(2) Notification shall be given orally, and for invasive procedures and other actions prescribed by law, in writing, in a language understandable to the patient, taking into account his condition and ability to understand.

Written informed consent

Article 16.

(1) Before performing a surgical procedure, invasive diagnostic procedure, procedure under general or local anesthesia, and in other cases prescribed by law, the patient signs a written consent (permission) on the prescribed Hospital form.
(2) By signing the consent, the patient confirms that he received all the necessary information, that he understood it, that he was enabled to ask questions, that he received satisfactory answers to them, and that he freely, knowingly and voluntarily agrees to the proposed action.
(3) Consent on behalf of the patient may be given by a legal representative or guardian in cases prescribed by law.

Revocation of consent

Article 17.

(1) The patient has the right to withdraw consent at any time, prior to the start of the procedure or during the procedure within the limits of medical safety, without giving reasons and without any consequences for the quality of further health care.
(2) The revocation of consent shall be given in writing, and exceptionally orally in the presence of at least two healthcare professionals, who shall document the revocation in the medical records.
(3) In the event of withdrawal of consent, the Hospital will provide the patient with information about the possible consequences of terminating the procedure and about alternative options.

Minor and incapacitated patients

Article 18.

(1) For minor patients and patients whose legal capacity has been removed or restricted, consent is given by the legal representative or guardian, in accordance with the law.
(2) The hospital will take into account the opinion of the patient to the greatest extent possible, in accordance with his or her age and ability to understand.
(3) In urgent cases, when the consent of the legal representative cannot be obtained in a timely manner, and the action is necessary to protect the life or health of the patient, the Hospital will act in accordance with professional rules and regulations.

Patient rights

Article 19.

(1) In accordance with the Law on the Protection of Patients’ Rights, a patient has, in particular, the right to:
a) take part in decisions about the care provided to them;
b) to be informed of all medically relevant facts;
c) acceptance or rejection of a particular diagnostic or therapeutic procedure;
d) confidentiality of data relating to his health condition;
e) privacy during examinations and procedures;
f) maintaining personal contacts;
g) voluntarily leaving the Hospital, except in cases prescribed by law;
h) respect for dignity and non-discrimination;
i) access tot heir medical documentation and copies;
j) a second opinion;
k) compensation for damage caused by the fault of the Hospital or its healthcare workers;
l) filing a complaint.

Patient obligations

Article 20.

(1) The patient is obliged to:
a) provide true, accurate and complete information about health condition, previous illnesses, surgeries, allergies, medications they are taking and other medically relevant facts;
b) follow the instructions of healthcare professionals, especially preoperative and postoperative instructions;
c) regularly attend scheduled check-ups and examinations, except in the case of justified absence, which he is obliged to report in a timely manner;
d) respect the Hospital’s house rules and the rights of other patients;
e) treat healthcare professionals and other employees of the Hospital with respect;
f) promptly notify the Hospital of any changes to personal data relevant to the provision of healthcare;
g) settle the agreed fees for the services provided within the agreed deadlines;
h) not to record audio, photo or video recordings on the premises of the Hospital without the prior written consent of the Hospital, especially not recordings showing other patients or healthcare workers.
(2) In the event of repeated gross violation of the obligations under this Article, especially if the patient endangers the safety, privacy or dignity of other persons in the Hospital, the Hospital reserves the right to cancel the provision of services, while respecting the rules of medical ethics.

Consequences of providing incorrect information

Article 21.

(1) The patient bears the consequences of providing incorrect or incomplete information about his health condition, including any medical complications that may arise as a result.
(2) The hospital is not responsible for damage that occurs as a direct result of incorrect or incomplete information provided by the patient, unless the healthcare professionals should reasonably have identified the inaccuracies under the rules of the profession.

Hospital Obligations

Article 22.

(1) The Hospital is obliged to:
a) provide healthcare in accordance with professional rules, medical doctrine and regulations;
b) ensure an adequate level of quality and safety of healthcare;
c) inform the patient of all medically relevant facts in a timely and understandable manner;
d) handle the patient’s personal data in accordance with personal data protection regulations;
e) keep medical records in accordance with regulations;
f) ensure that staff treats patients appropriately;
g) upon the patient’s first request, provide access to his medical documentation and issue a copy thereof, with possible reimbursement of material costs.

Quality of healthcare

Article 23.

(1) The Hospital undertakes to apply the standards of quality of healthcare established by regulations, professional standards and guidelines adopted by the Hospital.
(2) The hospital conducts regular internal and external quality audits and continuous training of healthcare professionals.
(3) The provision of services is based on modern knowledge of medical science and is appropriate to the health condition and individual needs of the patient.

Right to refuse service provision

Article 24.

(1) The hospital reserves the right to refuse to provide services in cases of:
a) when it assesses that the requested service is not medically indicated or that its provision could endanger the patient’s health;
b) when the patient refuses to provide necessary information or consent to necessary actions;
c) when the patient seriously breaches the obligations under Article 20 of these General Terms and Conditions;
d) in other justified cases in accordance with the law and professional rules.
(2) In any case of refusal to provide a service, unless it is an emergency, the Hospital will provide the patient with information about other possible places to provide such service.

Price list of services

Article 25.

(1) The prices of the Hospital’s services are determined by the Price List issued by the Hospital Director.
(2) The price list is publicly available on the Hospital’s premises and on its website and can be delivered via email upon request by the patient.
(3) The hospital reserves the right to change the Price List. Changes apply to services scheduled after the revised Price List comes into force. For already contracted and confirmed appointments, the Price List in effect at the time of appointment confirmation applies, unless otherwise agreed.
(4) If the patient is a beneficiary of rights under compulsory health insurance or another form of health coverage, special payment rules established by the contract with the insurance carrier shall apply.

Payment methods

Article 26.

(1) Payment for services is possible:
a) in cash on the premises of the Hospital;
b) by debit or credit cards on the premises of the Hospital;
c) by bank transfer to the Hospital’s account, against the invoice or proforma invoice issued;
d) other agreed methods.
(2) Information about the Hospital’s transaction accounts is listed on invoices and proforma invoices and in the Legal notice on our website.

Estimate and cost estimate

Article 27.

(1) For more complex procedures, the Hospital shall, at the patient’s request, prepare a written estimate with estimated costs.
(2) The quotation is indicative only and is not binding on the Svjetlost Eye Clinic if medically justified additional tests or procedures arise during the provision of the service.
(3) The Hospital will inform the patient in a timely manner about any deviations from the quotation.

Advance payment

Article 28.

(1) For certain surgical procedures and more complex services, the hospital may request an advance payment in the amount determined in the Price List, most often in the amount of 20% to 50% of the value of the service.
(2) The advance payment is a guarantee of the appointment reservation and the preparations necessary for the procedure.
(3) The patient pays the remaining amount of the service cost before or immediately after the service is provided, in accordance with the agreement.

Issuing invoices

Article 29.

(1) The hospital issues an invoice to the patient for all services provided, in accordance with tax and accounting regulations.
(2) The patient is obliged to settle the bill within the deadline specified on the bill.
(3) In the event of late payment, the Hospital has the right to charge statutory default interest from the due date until the date of payment.
(4) In the event of non-payment, the Hospital reserves the right to initiate enforcement proceedings before the competent authorities.

Refund of paid funds

Article 30.

(1) The funds paid will be returned to the patient in full in the following cases:
a) cancellation of an appointment by the Hospital, if the patient does not agree to an alternative appointment;
b) timely cancellation of the appointment by the patient in accordance with Article 14, paragraph 1 of these General Terms and Conditions;
c) in other cases determined by regulations or agreement.
(2) The refund shall be made in the same manner as the payment was made, within 14 days from the date on which the conditions for the refund were met.

Complaint about the service provided

Article 31.

(1) The patient has the right to file a complaint about the quality of the service provided or the the conduct of healthcare professionals.
(2) The complaint shall be submitted in writing to the address of the Hospital’s headquarters or to the email address: [email protected].
(3) The hospital is obliged to respond to the patient’s complaint in writing within 15 days of receiving the complaint.
(4) If the patient is not satisfied with the Hospital’s response, he or she has the right to contact:
a) the Director of the Hospital;
b) the commission for the protection and promotion of patients’ rights at the competent county or the City of Zagreb;
c) the competent ministry and other supervisory bodies.

Alternative consumer dispute resolution

Article 32.

(1) In accordance with the Act on Alternative Dispute Resolution of Consumer Disputes, a patient as a consumer has the right, in the event of a dispute, to seek out-of-court resolution from bodies for alternative dispute resolution of consumer disputes.
(2) Information on available bodies and their contacts is available on the website of the Ministry of the Economy of the Republic of Croatia.

Hospital Responsibility

Article 33.

(1) The Hospital is liable for damage caused to a patient through the fault of its healthcare professionals or other employees when providing healthcare, in accordance with the general rules of the law of obligations.
(2) Liability shall be assessed according to the standard of care expected of a good professional in the rules of the profession.
(3) The hospital is not liable for adverse outcomes of a procedure that are not due to its fault, especially when patients were warned of such risks before consenting to the procedure.

Limitation of liability

Article 34.

(1) The hospital is not liable for:
a) consequences resulting from the patient’s failure to comply with the instructions of healthcare professionals;
b) consequences arising from the provision of incorrect or incomplete information by the patient;
c) consequences resulting from previous illnesses, conditions or individual characteristics of the patient that were not known and could not be determined by routine tests;
d) indirect damage, lost profits, non-material loss and other indirect costs that exceed the scope of direct damage, except in cases prescribed by law.
(2) Nothing in this article shall exclude or limit the Hospital’s liability for intentional or grossly negligent conduct, nor any liability that cannot be excluded under mandatory regulations.

Professional liability insurance

Article 35.

(1) The hospital has professional liability insurance for damages that may occur to patients during the provision of healthcare, in accordance with regulations.
(2) At the patient’s request, the Hospital will provide basic information about the insurer and insurance policy numbers.

Responsibility for the patient’s personal belongings

Article 36.

(1) The hospital is not liable for the loss or damage of a patient’s personal belongings that the patient has not handed over for safekeeping, especially not for jewelry, money, mobile devices, personal documents and other valuable items.
(2) The Hospital recommends that patients not bring valuable items into the Hospital premises, or alternatively, that they hand them to someone accompanying them.
(3) The hospital is responsible for things that the patient, at its request or recommendation, has handed over for safekeeping in accordance with internal procedures, within the standard of care of a good professional.

Personal data protection

Article 37.

(1) The hospital processes patients’ personal data in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR), the Act on the Implementation of the General Data Protection Regulation and other relevant regulations.
(2) Detailed information on the processing of personal data, on the rights of the data subjects and on the contacts of the Personal Data Protection Officer are available in the Privacy Policy published on the website www.svjetlost.hr.
(3) The hospital implements appropriate technical and organizational measures to protect personal data against unlawful processing, loss, destruction or unauthorized access.

Professional secret

Article 38.

(1) Everything that healthcare professionals and other employees of the Hospital learn about the health condition, personal and family circumstances of a patient in the performance of their duties is confidential and protected by professional secrecy, and is in accordance with Articles 163 and 164 of the Health Care Act.
(2) The obligation to maintain professional secrecy does not cease upon termination of employment or termination of the patient status.
(3) Information that constitutes a professional secret can only be disclosed in cases and in a manner prescribed by law and with the written consent of the patient.

Medical documentation

Article 39.

(1) The hospital shall maintain medical records on each patient in accordance with regulations.
(2) Medical documentation shall be kept within the time limits set by regulations, and access to it shall be granted to authorized healthcare professionals and the patient himself or herself, or to persons authorized by him in writing.
(3) The patient has the right:
a) to have access to all medical documentation relating to him/her;
b) receive a copy of medical documentation upon request;
c) to correct data if it is determined to be incorrect, with the attached document.
(4) The hospital may charge actual material costs for the issuance of copies of medical documentation, according to the Price List.

Providing services to patients from abroad

Article 40.

(1) The hospital provides health services to patients from abroad within the framework of health tourism.
(2) The provisions of these General Terms and Conditions shall apply to the provision of services referred to in paragraph 1 of this Article, unless otherwise agreed in a special contract concluded between the Hospital and the patient from abroad.
(3) Within the scope of health tourism, the hospital can organize or mediate in the provision of additional services (transportation, accommodation, translation, etc.), either with its own funds or through contractual partners.

Language of communication

Article 41.

(1) The primary language of communication in the Hospital is Croatian.
(2) Communication with patients who do not understand Croatian may take place in English or another language, to the extent that the Hospital can provide this with its own staff or through the mediation of a translator.
(3) Official medical documentation is issued in the Croatian language. At the patient’s request, the Hospital may also provide a translation of the documentation into another language, for a fee in accordance with the Price List.

Postoperative monitoring of patients from abroad

Article 42.

(1) When arranging procedures for patients from abroad, the Hospital specifically agrees with the patient the method and period of postoperative monitoring.
(2) In the event that the patient needs additional professional consultation after returning to their country of residence, the Hospital may offer them a telemedicine consultation or a visit for a check-up.
(3) The costs of any return visit to the Hospital for the purpose of treating complications, if they were not caused by the Hospital’s fault, are not included in the original price of the procedure.

Force majeure

Article 43.

(1) The Hospital is not responsible for non-fulfillment or delayed fulfillment of obligations that are the result of force majeure, i.e. circumstances that it could not influence or foresee, such as in particular: natural disasters, epidemics and pandemics, martial law, strikes beyond the control of the Hospital, decisions of competent authorities that prevent the provision of services, interruptions in the supply of energy, etc.
(2) In the event of force majeure, the Hospital will inform patients in a timely manner about the situation and offer alternative appointments as soon as circumstances allow.

Applicable law

Article 44.

(1) The law of the Republic of Croatia shall apply to all relations between the Hospital and the patient.
(2) For relations with patients from abroad, unless otherwise agreed, the law of the Republic of Croatia shall also apply, while respecting the mandatory consumer law regulations of the patient’s home country, if their application cannot be excluded by contract.

Competent court

Article 45.

(1) The parties will endeavor to resolve any disputes that may arise from the relationship governed by these General Terms and Conditions amicably.
(2) If the dispute is not resolved amicably, the court with subject matter and territorial jurisdiction in Zagreb shall have jurisdiction to resolve it, with the note that this provision does not affect the rights that the patient as a consumer has under mandatory regulations.

Amendments to the General Terms and Conditions

Article 46.

(1) The hospital reserves the right to amend these General Terms and Conditions.
(2) Amendments and supplements shall enter into force on the day of publication on the website www.svjetlost.hr, and shall be displayed at the same time on the premises of the Hospital.
(3) The General Terms and Conditions that were in effect at the time of confirmation of the appointment apply to already confirmed appointments, unless the change is solely for the benefit of the patient.

Partial invalidity

Article 47.

(1) If any provision of these General Terms and Conditions is or becomes invalid, void or unenforceable, this shall not affect the validity of the remaining provisions.
(2) An invalid provision shall be replaced by a valid provision that corresponds to the purpose of the invalid provision to the greatest extent possible.

Entry into force

Article 48.

(1) These General Terms and Conditions shall enter into force on the day of their publication on the website www.svjetlost.hr or on the Hospital premises.
(2) Upon entry into force of these General Terms and Conditions, all previous general acts of the Hospital that regulated the same matter shall cease to be valid.

Zagreb, June 1, 2026

Svjetlost Special Hospital for Ophthalmology

Director: Prof. Nikica Gabrić, MD, PhD