Terms & Conditions

Article 1 (Purpose)

These Terms and Conditions govern access to and use of the website and platform of Sua Clínica, Lda. (the "Clinic"), and the conditions under which its services are provided.
The Clinic is SUA CLÍNICA, LDA., tax number 519550412, with registered office at Avenida 25 de Abril, Edifício Navegador 1011, Loja 67 (piso -2), 2750-515 Cascais, registered with the Health Regulatory Authority (ERS) under no. 47130, and can be contacted at geral@suaclinica.pt.
Using the website and the services means accepting these Terms and Conditions in full.
The information on the website is for information only and does not replace an individual clinical assessment.

Article 2 (Services)

The Clinic provides mental health services, namely psychology and psychotherapy appointments, through professionals registered with the relevant professional body.
Services can be provided in person, at the Cascais clinic, or remotely, by video call.
Sofia is a virtual assistant based on Artificial Intelligence that helps clients find the most suitable appointment and professional, and book. It is not a health professional, does not replace a clinical assessment and does not make diagnoses.

Article 3 (Registration and personal account)

To book an appointment, a personal account is created with the client's name, mobile number and email address.
The client undertakes to provide true, complete and up-to-date information.
Access to the account is personal and non-transferable. The client is responsible for keeping their credentials confidential.
The Clinic may suspend or close accounts that breach these Terms and Conditions.

Article 4 (Booking appointments)

Appointments can be booked:
- on the website suaclinica.pt, in the booking area or through Sofia;
- by WhatsApp, telephone or email, with the Clinic's team, during opening hours.
A booking is only confirmed once it has been paid for, or, in the cases set out in Article 5, once the option to pay at the clinic has been accepted. An unpaid reservation is held for the period shown at the time of booking and is released if payment is not completed within it.
Confirmation is sent by email and, depending on the client's preferences, by WhatsApp.
Whoever books an appointment for another person, namely a minor, declares that they are entitled to do so. Appointments for minors require the consent of whoever holds parental responsibility, as set out in the Informed Consent.
Booking implies acceptance of these Terms and Conditions, the Privacy Policy and the Informed Consent.

Article 5 (Prices and payments)

The price of each appointment may vary with the professional, the type of appointment, the day, the time and how full the diary is. The final amount is always shown before the booking is confirmed, with any applicable discounts already applied, and that is the amount charged, with no hidden costs.
Prices are rounded to the nearest euro. A percentage discount, for example a 10% promotional code, may therefore come to a slightly different amount than the exact percentage. The amount shown before confirmation prevails.
Discounts, promotional codes and other promotions cannot be combined: the one most favourable to the client always applies. Each code has the conditions and validity stated when it is announced.
Urgent appointments outside opening hours are governed by Article 5-B.
Payment is made at the time of booking, by credit or debit card, MB Way or Multibanco reference. Card details are handled by a certified payment provider and are never stored by the Clinic.
For in-person appointments, the Clinic may allow payment on the day of the appointment, provided the client adds a valid card to their account. This option may be unavailable, namely to clients who recently missed an appointment without notice or who have several unpaid future appointments.
Appointments may be reimbursed by the client's insurer or health subsystem, according to their plan. The Clinic issues an invoice for each appointment, which the client submits to their insurer. The content of the appointments is never shared with the insurer.
If payment fails for technical reasons, the booking is not confirmed and the client is notified.

Article 5-A (Appointment packs)

The Clinic may offer appointment packs: a set of appointments of a given type, bought in advance for a single price.
Buying a pack requires a user account, to which the pack is linked. The pack is personal and non-transferable.
The pack is invoiced in full at the time of purchase. No individual invoices are issued for each appointment used; clients who wish to claim reimbursement from their insurer appointment by appointment should choose single appointments.
Pack appointments can be booked at any available time, regardless of the price charged at that time, within the validity period stated at purchase and counted from that date.
Appointments not used within the validity period are not refunded or converted into credit. The Clinic may, at its discretion and at the client's request, extend a pack's validity.
Article 6 applies, with the necessary adaptations, to cancellations and missed appointments booked through a pack: cancelling 24 hours or more in advance returns the appointment to the pack; cancelling with less than 24 hours' notice or missing it without notice uses the appointment up.
The pack price cannot be combined with the continuity discount or other promotions; appointments taken through a pack count towards the continuity tiers.

Article 5-B (Urgent out-of-hours sessions)

In urgent situations, the Clinic may look for a same-day session outside the hours published on the website, subject to a professional being available.
These sessions may have a different price from the usual one, because they are booked out of hours, at short notice or at the weekend. The price is always shown to the patient before payment, on the payment page, and explained when it differs from the usual one. It is only charged if the patient accepts it by paying. If the patient does not accept it, they can book a session in the usual hours at the usual price.
An urgent session does not replace emergency services. If there is immediate danger to life or safety, the patient should call 112. In a crisis or with thoughts of suicide, the Suicide Prevention and Psychological Support Line is available on 1411, free of charge and open 24 hours a day.

Article 6 (Cancellations, rescheduling and missed appointments)

The client can cancel or reschedule an appointment in their personal area or with the Clinic's team.
Cancellation 24 hours or more in advance: the client chooses between a full refund of the amount paid, to the same payment method, and a credit of the same amount for a future appointment.
Cancellation with less than 24 hours' notice: the amount paid is converted into credit for a future appointment.
Missed appointment without notice: no refund or credit.
Credits are valid for 90 days, cannot be converted into money and are deducted automatically from the next booking.
Rescheduling by the client follows the same deadlines and is subject to the professional's availability.
If the Clinic or the professional cancels the appointment, the client always receives a full refund, however close to the appointment, or may choose to reschedule at no cost.

Article 7 (Reviews of professionals)

After the appointment, the client is invited to review the professional on a scale of 1 to 5 stars.
Reviews are published anonymously on each professional's public profile.
The Clinic may decline to publish or remove reviews with offensive, false or irrelevant content, or that identify third parties.
Professionals may not ask for, pressure or influence reviews.

Article 8 (Remote appointments)

Online appointments take place by video call, through a link sent to the client before the appointment.
The client must ensure a stable internet connection and a private place for the appointment.
If a technical failure attributable to the Clinic or to the video call service occurs, the appointment is rescheduled at no cost to the client.
Remote appointments may not suit every situation. The professional may suggest an in-person appointment when clinically necessary.

Article 9 (Documents)

The professional may share with the client documents related to their care, such as certificates of attendance, reports and exercise sheets. Documents are available in the client's personal area and are stored encrypted.
Certificates and reports issued by the Clinic carry a reference and a code that let third parties confirm they are authentic at suaclinica.pt/verificar. Verification only confirms that the document was issued by the Clinic, without revealing its content.

Article 10 (Communications and notifications)

The Clinic sends communications about booking and managing appointments by email and, depending on the client's preferences, by WhatsApp:

When	What you receive
After booking	Appointment confirmation, or a payment link when the booking is still unpaid
48 hours before	Appointment reminder
24 hours before	Final reminder
After the appointment	Invitation to leave a review
When something changes	Notice of cancellation, rescheduling or change of professional

The client can stop receiving WhatsApp messages in their personal area or by asking the Clinic. This does not affect bookings or the use of the services.
Messages exchanged by WhatsApp are also subject to the Terms of Service of Meta Platforms, Inc.

Article 11 (Personal data protection)

Personal data is processed under the Clinic's Privacy Policy and the General Data Protection Regulation (GDPR).
The client can exercise their rights, including asking for their account to be deleted, at rgpd@suaclinica.pt.
Deleting the account means losing any available credit. Data the law requires to be kept, such as the clinical record and invoicing, is kept for the legal periods, even after the account is deleted.

Article 12 (Liability)

The Clinic undertakes to provide its services with diligence and in line with good professional practice.
The Clinic does not guarantee specific results, which depend on many individual factors.
The Clinic is not liable for technical interruptions not attributable to it, including failures of third-party services such as WhatsApp, nor for decisions made on the basis of general information on the website.
Sofia and the website are not emergency services. In a crisis or immediate danger, contact 112, the Suicide Prevention Line (1411, free, 24 hours), SNS 24 (808 24 24 24) or SOS Voz Amiga (213 544 545).

Article 13 (Intellectual property)

All website content, including text, images, logos, design and software, belongs to the Clinic or is used with the permission of its owners.
Reproducing, distributing or using any content without the Clinic's prior written permission is prohibited.

Article 14 (Changes)

The Clinic may update these Terms and Conditions by publishing the updated version on the website with its effective date.
Changes do not apply to bookings already confirmed, which follow the terms in force at the time of booking.
For significant changes, the Clinic notifies registered clients by email reasonably in advance.

Article 15 (Complaints, governing law and disputes)

The client can file a complaint in the Complaints Book, on paper at the clinic or online at livroreclamacoes.pt, and with the Health Regulatory Authority (ERS).
These Terms and Conditions are governed by Portuguese law.
In the event of a dispute, the client may turn to the competent Consumer Dispute Arbitration Centre, under the applicable law.
Failing an out-of-court settlement, the court of the district of the Clinic's registered office has jurisdiction, without prejudice to mandatory consumer rules.

Last updated: 25/10/2026
Sua Clínica · suaclinica.pt · Caring for the mind. Caring for life.