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All you need to know

As the health and protection of our clients is the most important to us, in this section you will find all legal matters which are related to the use of our website, and more.

Privacy policy

Although all our hospitals have excellent results, various complications may arise after the operation, which for example, prolongs the patient’s treatment. Therefore, it will be necessary to provide the client with additional insurance. Some commercial insurance companies offer a Health Insurance programme covering necessary and urgent care for short-term stays, where the amount of indemnity is optional up to 60 000 EUR per insured event. In the event of complications associated with surgery or he need for necessary and urgent medical care indirectly related to orthopaedic or plastic surgery, a direct payment will be contractually agreed by the client before his departure, or a refundable deposit to cover unexpected expenses.

Terms of Use of the Website

These Terms of Use regulated access to and use of the website By using the website (hereinafter the “Website”), i.e., by accessing the Website and using the services provided on the Website, you, as a User of the Website (hereinafter the "User"), expressly consent to the Terms of Use of the Website (hereinafter the “Terms of Use”).

The website is operated by Altoa s.r.o., Company ID: 02620995, registered office at Maiselova 38/15, Josefov, 110 00 Prague 1, incorporated in the Commercial Register kept by the Municipal Court in Prague, file No. C 221494 (hereinafter the “Operator”).

Only the Operator is entitled to change or supplement these Terms of Use. The Website Operator reserves the right to change the Terms of Use on the Website at any time, in particular by updating, supplementing, or deleting them. Substantial changes to the Terms of Use, the content of the Website, and changes to their use will always be accompanied by an effective date of such changes. Any use of the Website by the User after making such a change constitutes acceptance of the changed Terms of Use.

The Website is for information purposes only. The Operator does not provide the Users with any guarantees – expressed or implied – that the Website is free of defects or that there will be no interruption, outages, or unavailability of the Website. The Operator is not liable for any damage caused by the use of the Website to the User or a third party as a result of the use of information contained on the Website or as a result of a breach of the Terms of Use. The Operator is not responsible for incorrect or unprofessional use or interpretation of the information published on the Website.


The content of the Website is information intended for the general public, unless otherwise stated. The content of the Website contains mainly professional articles, information about professional events, and links to other professional websites or organizations. The Website constitutes a database within the meaning of Section 88 of Act No. 121/2000 Coll., on Copyright, Rights Related to Copyright and on Amending Certain Acts (Copyright Act), as amended (hereinafter the “Copyright Act”). All handling of copyright is governed by the Copyright Act. The copyrights to the information, articles, and other content on the Website belong to their respective authors or persons executing respective copyrights and to the maker of the database within the meaning of Section 88 et seq. the Copyright Act. Without the consent of the Operator, it is not allowed to use the Website, including its individual parts, other than for the User's own use.

Questions and comments that the User raises and submits through the Website are not considered confidential due to the nature of the Website, and the Operator has the right to publish and dispose of them at its discretion.

Advertising Messages

Advertising messages in any legal form are visibly distinguished from non-advertising content on the Website and are in full compliance with Act No. 40/1995 Coll., on the Regulation of Advertising and on Amending Act No. 468/1991 Coll., on the Operation of Radio and Television Broadcasting, as amended, and Act No. 378/2007 Coll., on Medicinal Products and on Amendments to Certain Related Acts, as amended.

Counselling Centre and Disclaimer

The Website also contains links to professional websites from other sources. The Operator of the Website is in no way responsible for the content, accuracy, and up-to-dateness of other websites to which the Website links.

The Operator warns that the Website is only an information source. The Website in no case substitutes medical or other professional care!

The Website also includes a doctor's counselling centre (hereinafter the “Counselling Centre”). The Counselling Centre in no way substitutes medical care, and it serves exclusively as an alternative and non-binding source of information. The Operator strongly recommends that the Users of the Website, in addition to the use of the Counselling Centre, seek also professional medical care which can ensure proper diagnosing and provide help much more effectively thanks to the direct contact with the patient. The Operator of the Website warns the User that it is not liable for any damage caused to the User or third parties as a result of the use of information from the Counselling Centre.

Questions sent to the Counselling Centre also serve as an information source for Users with the same difficulties. For this reason, the Operator reserves the right to publish all questions addressed to doctors through the Counselling Centre. The User is obliged to provide in the questions only such information that may be published in accordance with applicable law. In particular, the User is obliged to avoid providing information that could identify the asking person or contain sensitive data attributable to a specific person. Requests of Users not to publish a question will be disregarded.

Given the lack of diagnostic possibilities, the Counselling Centre in no way substitutes standard medical care, and it only acts as a source of information and education for the asking Users.

Operation of the Website and the Operator's activities in the operation of the Counselling Centre is not considered provision of health services in the sense of Section 2 of Act No. 372/2011 Coll., on Health Services and Conditions of Their Provision, as amended (Health Services Act), and, in particular, they are not intended to assess individual medical procedures, to modify or supplement them, or to provide consultation on the provision of health services.

Client Zone

To ensure registration in the occupational health services program and to use the program beyond the scope of the health insurance coverage, the User may register in the Client Zone (hereinafter the “Services”). To use the Services, the User is obliged to register and state their correct details – i.e., name, surname, address, health insurance company, bank account number (if required for the Services).

Registration is done by filling out and submitting the registration form. The registration form may only be filled out and submitted by a person over 18 years of age who is fully qualified to perform legal acts or a person under 18 years of age in the presence of their guardian, who must agree to these Terms of Use on behalf of the underage person. It is not possible to complete the registration without providing this information.

The provision of the Services is governed by the General Terms and Conditions

Protection of Personal Data

The Website Operator declares that all personal data provided by the User to the Website Operator through the Website is considered confidential and treated in accordance with Regulation (EU) No. 2016/679 of the European Parliament and of the Council on the protection of individuals with regard to the processing of personal data and free movement of such data (General Data Protection Regulation), Act No. 480/2004 Coll., on Certain Information Society Services, Act No. 127/2005 Coll., on Electronic Communications, and other legal regulations governing the protection of personal data (hereinafter jointly the “Privacy Laws”).

Any data that identifies the Data Subject is considered to be personal data. Sensitive data means information about the User indicating nationality, racial or ethnic origin, political attitudes, trade union membership, religious and philosophical affiliation, criminal convictions, health and sexual life of the Data Subject and the Data Subject's genetic data, or any biometric data that allows direct identification or authentication of the Data Subject. After entering and using the Website, personal data will be processed by the Operator based on the legitimate interest to perform the contract. The principles of personal data processing by the Operator can be found in Personal data processing.

The User acknowledges that the Operator is entitled to process, collect, and monitor personal data of individual Users or personal data provided or entered by the User when using the Website (especially address and descriptive data) for the purpose of performance of the contract, for statistical purposes, direct marketing, as well as for sending commercial communications.

The User acknowledges that the Operator may process anonymized data obtained in connection with the use of the Website in order to publish registration and statistical data by the Operator and use it for further development and operation of the services provided.

SSL Encryption

All personal data that you provide, before being transferred to our servers, will be encrypted using the SSL (Secure Sockets Layer) protocol, which is one of the most modern security technology today for secure data transmission on the Internet.


Cookies are small text files that websites you visit store on your device. Cookies are then sent back to the website or to another website that recognizes the cookie each time you visit them. Cookies are used to make websites work or work more efficiently, as well as to provide information to website owners. This information can be used to personalize and speed up services. Cookies can be either first-party cookies set directly by us on your device or third-party cookies set for us by an external provider. Whenever you visit this Website, data may be collected through cookies or other similar technologies (e.g., web tags, tags, scripts, local storage).

The Operator hereby notifies you that information about the use of cookies is part of the Privacy Notice.

Which cookies does the Operator use and why

If the Operator uses cookies on its website, they can be included in one of the following categories: “Essential cookies” are necessary for the functioning of the Website and cannot be disabled in the Operator's systems. These are usually enabled only in response to your actions that constitutes a service request, such as setting your privacy preferences, signing in, or filling out forms.

“Analytical and performance” cookies allow the Operator to monitor analytics by counting visits and operational resources in order to measure and improve the performance of the Website. These may be enabled by the Operator or third party providers (e.g., Adobe, Google, Akamai, Brightcove, Qualtrics, etc.) to help the Operator to determine which sites or videos are the most and least popular and how visitors navigate the Website.

“Functional” cookies allow the Website to provide better functionality and personalization based on your interaction. These can be enabled by the Provider or third party providers whose services the Provider has added to its Website.

“Advertising and targeted” cookies can be enabled on the Provider's website by its advertising partners. These companies can use them to profile your interests and display relevant ads on other websites.

“Social media” cookies are enabled social media services (e.g., Twitter, LinkedIn, Facebook) that the Provider has added to the Website in order to allow you to share the content of the Website with your friends and networks. These cookies are able to track your browser on other websites and profile your interests. This may affect the content and messages that you are displayed other websites you visit.

How long do cookies stay on my device?

The period for which cookies remain on your device depends on whether they are "persistent" or "session" cookies. Persistent cookies will be stored by the web browser and will remain valid until the set expiration date, unless you delete them before they expire. Session cookies, on the other hand, expire at the end of your web session when the web browser is closed.

How can the User manage cookies?

The User can manage cookies in various ways. Deleting or disabling cookies may result in the Operator's website not being fully functional.

Upon the first use, the Provider will ask the User for consent to the use of cookies that are not necessary for the functioning of the Provider's website.

The User may change browser settings in order to manage cookies.

E-mail communication

The Provider may use tracking technologies to determine whether the User has read, clicked on, or forwarded certain e-mail communications that have been sent by the Provider to the User. If the User does not agree with the use of these tracking technologies, it is necessary to unsubscribe; the Provider's e-mail communications cannot be sent without activated tracking. Registered Users can update their communication preferences at any time by contacting the Provider. The User can also unsubscribe by following the instructions in each e-mail message.

Changes to this cookie policy

The Provider may change or supplement the cookie policy, of which it will inform the User by changing the effective date below. The Provider recommends that the User regularly checks the cookie policy.

You can find more information about the use and properties of cookies at the following links: (CZ) (EN) (EN)

These Terms of Use are effective as from 11 November 2021

Data controller

Altoa s.r.o., registered office: Maiselova 38/15, 110 00 Prague 1 – Josefov, Company ID: 02620995 (hereinafter the “Controller”).

The legal basis for the processing of personal data is a contract; provision of personal data is an obligation of Data Subjects arising from the contract. Another legal basis for the processing of personal data is the legitimate interest of the Controller or the consent of the Data Subject.

Purpose of processing

The purpose of personal data processing is the fulfilment of the contract, fulfilment of the legal obligation of the Controller according to Act No. 563/1991 Coll., on Accounting, as amended (hereinafter the “Privacy Act”) – for accounting purposes and for example for criminal proceedings, measures against the legalization of proceeds from crime, administrative proceedings, civil court proceedings, tax proceedings, etc. The purpose of personal data processing is also the legitimate interests of the Controller, e.g., debt collection, direct marketing, etc. The processing of personal data on health status takes place for the purpose of transferring this data to health service providers, which include NH Hospital, a.s., Company ID: 278 72 963, JESSENIA a.s., Company ID: 267 52 051, and Multiscan s.r.o., Company ID: 264 76 444, all with registered office at Okruhová 1135/44, Prague 5 – Stodůlky, Postal Code: 155 00.

Recipients of personal data
  1. Public authorities (especially administrative authorities)
  2. Information system maintenance providers
  3. Other recipients according to the needs and instructions of the Data Subject, especially health service providers
  4. Suppliers of the Controller through whom personal data is processed.
Recipients of personal data

The personal data processed includes in particular:

  1. address and contact details, in particular name, surname, date of birth, birth certificate number, residence, place of birth, telephone number, and IP address,
  2. descriptive data, e.g., bank account number,
  3. other data arising from a specific contract or by law, data provided beyond the applicable laws processed within the scope of the consent of the Data Subject (processing of photographs, use of personal data for HR procedures, cookies, etc.),
  4. sensitive data – in particular data on health status, including data on the provision of health services.
Period of personal data processing

Personal data will be processed for the period of validity of the contract or the period specified in the granted consent to the processing of personal data, and after its termination it will be disposed of in accordance with applicable law, especially Act No. 499/2004 Coll., on Archiving and Records, Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46/EC (General Data Protection Regulation) (hereinafter “GDPR”), and Act No. 110/2019 Coll., on the Processing of Personal Data.


Personal data is protected by state-of-the-art technology and currently applicable technological standards based on recommended standards for securing data against theft, misuse, or other unauthorized use. Altoa s.r.o. places a great emphasis on the protection of its clients' personal data and regularly updates its technologies. 

The Controller hereby informs the Data Subject in accordance with the provisions of Article 13 of GDPR that:

  1. personal data of the Data Subject will be processed on the basis of their free consent, or without their consent pursuant to Art. 6(1)(b)(c) of GDPR, under the above conditions,
  2. the reason for providing personal data of the Data Subject is the purpose of processing stated above,
  3. the Controller will not use automated decision-making or profiling during the processing of the Data Subject's personal data,
  4. The Controller will not transfer the personal data of the Data Subject to a third country, an international organization, or other recipients or third parties other than as stated above,
  5. The Data Subject has the right to:
    • withdraw their consent to the processing of personal data at any time,
    • request from the Controller access to their personal data, its correction or erasure, or restriction of the processing,
    • raise an objection to the processing,
    • transferability of the data to another controller, and
    • file a complaint with the Personal Data Protection Office if they consider that the Controller is acting in violation of GDPR during the processing of personal data,
  6. the provision of personal data is a contractual requirement and in the event of non-provision, it will not be possible to provide the Data Subject with performance under the contract.
Contact details regarding the processing and protection of personal data

The Data Subject has to right to contact the Controller in case of any questions regarding the processing of their personal data or in case of exercising the above-mentioned rights using the contact details listed on the website or the special-purpose e-mail address


The interested buyer/party can order goods or services without registration directly from the web interface of the shop.

When ordering goods or services, the interested party/buyer must provide correct and truthful information. These data are considered correct by the broker/seller.

To order goods or services, the interested party/buyer shall fill in the order form on the shop's web interface. The order form contains, among other things, the following information:

  1. a description of the ordered service or goods, including the price,
  2. the method of payment of the price of the goods or services (hereinafter collectively referred to as the "Order").

Before sending the order to the broker/seller, the interested party or the buyer is allowed to check the information that the order. The interested party/buyer shall send the order to the intermediary by clicking on the "Confirm Order" button. The information provided in the order is considered correct by the broker/seller.

The sending of the order is considered to be an act of the interested party/buyer that identifies the ordered goods in an unquestionable way. The goods or services, the price, the person of the prospective buyer/buyer, the method of payment of the price, and shall constitute a binding contract proposal for the contracting parties.

The validity of the order is conditional on the completion of all mandatory data in the order form, familiarization with these terms and conditions on the website and confirmation by the interested party/buyer that he/she accepts these terms and conditions and has read and agrees to them.

The broker/seller will confirm the receipt of the order to the prospective buyer/buyer by e-mail to the following e-mail address e-mail address indicated in the order form (hereinafter referred to as the "bidder's e-mail address").

The broker/seller is always entitled to ask the interested party/buyer for additional confirmation of the order (for example, in writing or by telephone).

The contract proposal in the form of an order is valid for fifteen days.

The contractual relationship between the broker/seller and the prospective buyer/buyer is established by the delivery of the acceptance of the order (acceptance), which is sent by the broker/seller to the prospective buyer/buyer by e-mail to the following e-mail address of the interested party/buyer and at the same time upon acceptance of payment of the price in the case of the provision of a one-off service or delivery of goods.

In the event that any of the requirements specified in the order cannot be fulfilled by the broker/seller, the broker/seller will send an amended offer to the interested party/buyer at his/her e-mail address, indicating the possible variants of the order and requesting the opinion of the interested party/buyer.

The amended offer is considered as a new contract proposal and the contract is only concluded upon acceptance by the interested buyer/buyer by electronic mail.

The interested party/buyer agrees to the use of remote means of communication for the conclusion of the contract. The costs incurred by the prospective buyer/buyer in using distance communication means in connection with the conclusion of the contract (internet connection costs, telephone call costs) shall be borne by the prospective buyer/buyer himself and shall not differ from the basic rate.


The price of the goods or services under the contract may be paid by the interested party/buyer to the intermediary in the following ways:

  1. cashless via the payment system integrated on the Website
  2. by wire transfer to the bank account of the intermediary issued on the invoice (hereinafter referred to as the "intermediary's account"), the order, in this case, being placed by the intermediary/seller is processed only from the moment the money is credited to the intermediary/seller's account

In the case of a non-cash payment, the bidder/buyer is obliged to pay the price of the goods or services together with the variable symbol of the payment. In the case of a non-cash payment, the obligation of the interested party/buyer to pay the price is fulfilled at the moment of crediting the relevant amount to the account of the broker/seller.

If this is customary in the course of business or if it is provided for by generally binding legal regulations, the broker/seller shall issue a tax document - invoice - to the prospective buyer/buyer in respect of payments made under the contract.

The broker/seller is not liable for value-added tax. In the case of online payment via a payment gateway, the tax document - an invoice will be issued by the broker/seller to the interested party/buyer after payment of the price of the goods and sent in the electronic form to the electronic address of the interested party/buyer. In the case of ordering goods/services with the choice of payment by bank transfer, the broker/seller will issue a tax document - invoice immediately after receiving the order, on the basis of which the prospective buyer/buyer pays for the ordered goods.


We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

Please carefully review our Shipping & Delivery Policy when purchasing our products. This Policy will apply to any order you place with us.

Shipping & Delivery options We offer various shipping options. In some cases a third-party supplier may be managing our inventory and will be responsible for shipping your products. We offer free Standard shipping on all orders. International delivery

We offer international shipping to the European countries:

Free Standard shipping is valid on international orders.

Please note, we may be subject to various rules and restrictions in relation to some international deliveries and you may be subject to additional taxes and duties over which we have no control. If such cases apply, you are responsible for complying with the laws applicable to the country where you live and will be responsible for any such additional costs or taxes.

Contact us about the policy

If you have any further questions or comments, you may contact us by:


We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at Please note that returns will need to be sent to the following address:
Maiselova 38/15, Prague 1 - Josefov, 110 00, Czech Republic

If your return is accepted, we’ll send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not the United Arab Emirates, shipping your goods may take longer than expected. Please note that all costs of return are borne by the buyer.

You can always contact us for any return questions at

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 3 day cooling off period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 30 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at

Receipt of Complaint

Upon receiving the initial complaint, it is registered with supporting information and a unique identifier code, the same is sent to complainant via email.

On registration of the initial complaint, concerned Altoa staff identifies the remedy sought by the complaint and any other information necessary for the effective handling of the complaint, including the following, where necessary: A description of the complaint and relevant supporting data, the requested solution, the service or related medical centre practies complained about, data on people, department and medical centre.

Complaint must be sent immediately after the accident happend to Quality manager at email The quality manager will immediately send Complaint Lodging Form where the complaint must be described.

Communication the Decision

The decision or any action taken regarding the complaint, which is relevant to the complainant or to the personnel involved, is communicated to them as soon as the decision or action is taken. We have a 2-day complaint-handling policy, which means you will recieve the decision within 1 or 2 working days.

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