Terms of use

MEDICAL PROTOCOLS

A medical protocol from Atika Health DOO is ordered following a consultation with a sales agent via the website, e-mail or the company's official social media profiles. So that the sales agent can recommend a suitable programme, the prospective Buyer is required to provide details of their goal, health status, any therapy and their expectations, and to answer all questions in full. After the consultation, the prospective Buyer receives a recommendation and a link to the appropriate programme. On clicking BUY, the Buyer is shown the available payment methods, pays for the programme and is informed that they should contact the sales agent once payment has been made so the programme can be activated. Atika Health is not liable for payments made to the wrong account or by payment methods the company has not listed on the website, for misunderstandings arising from the Buyer reading the programme description carelessly, or for a mismatch of expectations about the programme's content where the Buyer did not raise those expectations during the consultation and give us the chance to clarify the concept.

PERSONAL MONITORING

Personal monitoring is a package for Buyers who already have a meal plan and want to follow it with a mentor keeping track. It includes a dietitian's review of the Buyer's entries and progress every 7 days, a weekly check of measurements and weight, a library of pre-recorded home workouts that the app selects according to the Buyer's fitness level, and access to the mobile app for the duration of the package. The package does not include a meal plan, new recipes or changes to the regime. The workouts are intended for healthy people with no movement restrictions, and before purchase the Buyer must state any injuries, diastasis, hernia or other health problems, so that we can inform them in good time if we are unable to work together.

On clicking BUY, the Buyer is shown the available payment methods. Access to the app lasts for as many days as have been paid for, after which it is locked automatically. Atika Health is not liable for payments made to the wrong account or by payment methods the company has not listed on the website, for misunderstandings arising from careless reading of the package description, or for a mismatch of expectations about the package's content where the Buyer did not state them before purchase and give us the chance to clarify the concept.

SERVICE PRICES

An item ordered through atika.net is paid for at the price displayed on the page at the moment of purchase. Prices may change without prior notice. Since purchases on atika.net are made through an electronic platform, a software error on the page may cause the sale price of a particular product to be stated incorrectly (obviously higher or lower) at the time the contract is concluded. In that case the seller will notify the Buyer, explain the reason for the error and offer to terminate the arrangement, unless the Buyer agrees to pay the difference up to the correct price.

VAT STATEMENT

All Atika Health DOO prices include VAT, with no additional or hidden charges.

PAYMENT METHODS

For direct purchases through atika.net, payment is possible by:

PAYMENT CARDS

When paying by card, please note that the confidentiality of your data is protected and secured by SSL encryption.

Online payment pages are secured using the Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is a method of encoding data to prevent unauthorised access while it is being transmitted. All card payments are made in dinars (RSD). If payment is made with a card issued by a foreign bank, the transaction amount is converted into the bank's settlement currency (EUR) at the prevailing central bank rate.

When your card is charged, the already converted amount is converted again into your local currency at the rate applied by the card operators.

The price shown is in dinars for visitors from Serbia and in euros for the rest of the world. The price is indicative and, because of the conversions described above, small deviations are possible.

ATIKA HEALTH SERVICES

Payments for Atika services within Serbia can be made in three ways:

• By transfer to the company's current accounts, using a standard payment slip at a post office or bank.
• By electronic banking.
• By credit or debit card.

Other countries:

Payment methods for other countries are:

• Card payment.
• Payment via PayPal.

MEDICAL PROTOCOLS

REFUND – WITHDRAWAL FROM OR ADJUSTMENT OF THE ORDERED SERVICE

Atika Health medical protocols are produced individually, to the Buyer's specification, on the basis of their introductory analysis, health condition and goals, which is why the following rules on adjustments and refunds apply to them.

A service (an individual medical protocol) is adjusted where the shortcoming is easily remedied, on request through the existing channel of communication (the platform, e-mail or the company's official pages). You are entitled to an adjustment: 1. If, during the programme, an illness arises that did not exist when the introductory analysis was completed, the Atika team will adjust the existing nutrition regime to the new situation. 2. If a pregnancy or birth occurs during the programme, the team will move you free of charge to a programme for pregnant women or new mothers that meets your needs.

A refund request is sent to reklamacije@atika.net. You are entitled to a refund:

• If the service received does not match the description, content or concept promised on the item's sales page, and the discrepancy is not the result of the Buyer not providing information or not using the additional tools (e.g. logging meals, hunger levels or sleep) needed for that part of the service.
• If, during the introductory analysis and before the protocol is produced, the professional team concludes that the Buyer's requests run counter to their health condition or goal, and the Buyer does not accept the adjustments the professional team proposes.
• For whole 28-day periods that have not started, if the Buyer paid for the 12-week protocol in one go and the arrangement ends for any reason. Since the professional team holds a meeting at the start of every 28-day period, analyses the data and produces the protocol for that period, and makes only further adjustments at check-ins, a period that has started is charged in full at the regular price of €120, regardless of the number of days used, because the discount applies only to the complete 12-week protocol.

A Buyer who paid into the company's current account, by payment slip at a post office or bank, is refunded to their transaction account.

Where funds are refunded to a Buyer who previously paid by payment card, in part or in full, and regardless of the reason for the return, the refund is made exclusively via the VISA, EC/MC and Maestro payment methods. This means that, at the seller's request, the bank will refund the funds to the cardholder's account. A Buyer who paid via PayPal is refunded to their PayPal account.

Every one of our nutrition programmes is produced to the Buyer's specification, and Atika Health engages and pays an entire team of healthcare professionals in advance to create the protocol, which means that most of the work on the programme happens on the first day, when the medical team meets, takes the history, and analyses the test results, the body's needs and other essential factors. For that reason it is important to state that the Buyer is NOT entitled to a refund:

1. On the basis of a layperson's assessment of the quality of the programme's professional content that has no basis in the professional literature.
2. On the basis of a change of mind or new circumstances in their life such as illness, moving house, lack of internet access or a holiday (in which case they are entitled to an adjustment of the programme).
3. On the basis of a lack of results, given that the result does not depend on the programme alone but also on the Buyer's adherence to it, which cannot be verified in remote work.
4. On the basis of a team error that arose through no fault of their own, because the Buyer withheld important information, or an unintentional error that was corrected as soon as it was noticed.
5. On the basis of a mistaken personal interpretation of and expectations about how the programme should look, or of a failure to meet the Buyer's requests that would put their health, results or goal at risk.
6. On the basis of the professional team's refusal to reshape the platform, its standardised working methods, professional positions and decisions at the Buyer's wish.
7. On the basis of not using the tools in the app. From day one the protocol is tailored to the personal preferences the Buyer stated in the introductory analysis, and the app lets them record their observations while following it, for the next adjustment of the regime. Not stating later preferences does not reduce the professional value of the protocol.

Every one of our training programmes is assembled from a pre-recorded, available library according to the introductory analysis the Buyer completed. Sessions are not recorded for each Buyer individually and specific wishes as to the form, content and concept of the training cannot be accommodated. For that reason it is important to state that the Buyer is NOT entitled to a refund:

1. If they want the training adapted to a health problem, even though it was made clear that the platform contains a pre-recorded library for healthy people.
2. If they cannot train because of pregnancy, birth, injury or their health condition, since it was made clear before purchase that the training library is not intended for these cases and that training is optional.
3. On the basis of missed sessions due to lack of time or changed life circumstances.
4. On the basis of the training not matching their personal preferences or their idea of what good training should look like.

Before paying for a programme, every Buyer goes through a detailed consultation, and we guarantee only the content offered during it.

Atika cannot be held responsible for a mismatch with the Buyer's expectations if those expectations were not stated precisely before payment, giving us the chance to say that we do not work that way.

ATIKA HAS THE RIGHT TO TERMINATE THE ARRANGEMENT UNILATERALLY IF THE BUYER:

• insults or belittles employees, or engages in any form of verbal abuse towards them
• persistently sabotages the work through their behaviour and makes cooperation impossible
• insists on unrealistic goals or makes demands incompatible with how the company operates
• puts themselves at risk or prevents the goal being reached by applying the regime incorrectly

In that case the Buyer is refunded for the 28-day periods they have not used, while the current 28-day period is charged at a price proportionate to the price of comparable programmes of the same length (for example, if the arrangement is terminated within the first 4 weeks, the Buyer pays €120, the price of a 4-week programme, since they received the content for the first 4 weeks on day one of the programme). Since the professional team holds a meeting at the start of every 28-day period, analyses the data and produces the protocol for that period, and makes only further adjustments at check-ins, a 28-day period that has started is charged in full, regardless of the number of days used, and refunds are made only for whole unused 28-day periods. Periods used are charged at the regular price of €120 per 28 days started, because the discount applies only to the complete 12-week protocol.

PERSONAL MONITORING

Personal monitoring includes a dietitian's mentoring, a weekly check of measurements and weight, a pre-recorded library of home workouts and access to the app. The package does not include creating meal plans, new recipes or adjustments to the regime.

A refund request is sent to reklamacije@atika.net. You are entitled to a refund:

• If the service received does not match the description, content or concept promised on the package's sales page.
• For whole 28-day periods that have not started, if the Buyer paid for the 12-week package in one go and the arrangement ends for any reason. A period that has started is charged in full at the regular price of €45, regardless of the number of days used, because the discount applies only to the complete 12-week package.

Refunds are made in the same way as for medical protocols.

The Buyer is NOT entitled to a refund:

1. On the basis of an expectation that the package includes creating meal plans, new recipes or adjustments to the regime, since the package description states that it does not include them.
2. On the basis of a lack of results, given that the result depends on the meal plan the Buyer uses and on their adherence to it.
3. On the basis of their own choice not to use the app, the workouts or the weekly check-ins.
4. If they want the training adapted to an injury, health problem or movement limitation, even though it was made clear that the training library is intended for healthy people and that the package does not include mentoring by a trainer.
5. On the basis of the training not matching their personal preferences or their idea of what good training should look like.

Atika has the right to terminate the arrangement unilaterally for the same reasons as for medical protocols. In that case the Buyer is refunded for the 28-day periods they have not used, while the current period is charged at a price of €45. A 28-day period that has started is charged in full, regardless of the number of days used, and refunds are made only for whole unused 28-day periods.

The provisions of this section do not exclude or limit consumer rights under the Consumer Protection Act.

Complaints

Articles 25 to 56 of the Consumer Protection Act of the Republic of Serbia set out the manner, conditions and procedure for resolving a Buyer's/consumer's complaint regarding non-conformity of services sold through the atika.net website, and for exercising the buyer's/consumer's right to complain.

A complaint can be submitted by e-mail to: reklamacije@atika.net

When submitting a COMPLAINT, the Buyer/consumer is required to:

• submit a completed complaint form, which can be downloaded here
• state the reasons for the complaint in the form and propose how it should be resolved

The merits of a complaint are determined by the competent commission. A response to a submitted complaint will be sent to the consumer within seven (7) working days of its receipt.

Privacy policy

By visiting our website and/or registering, you accept and agree to the practices described in our Privacy Policy. Atika Health DOO Beograd and its employees undertake to protect your privacy and guarantee that the information you provide will be used in accordance with the Privacy Policy set out below:

• Who we are
• What information we collect
• How we use this information
• Data security
• Who else can see your information

WHO WE ARE

All personal information submitted or collected on atika.net is controlled by the company named above. All our employees sign a data privacy and business confidentiality agreement, so all the information you provide to us is fully protected.

WHAT INFORMATION WE COLLECT ABOUT USERS OF ATIKA SERVICES

During the consultation with the company's representatives, the sales agent will ask you for the information needed to recommend a suitable programme — such as your weight, health status and the goal you want to reach with our programme, or your fitness level, expectations and preferences for educational video content. So that we can issue the right invoice and present the price in your currency, you need to tell the sales agent which country you will be paying from; after payment you are required to give us the payer's name, and the method and time of payment, so that we can find it on the statement and release the service you have paid for.

In addition to the above, we collect, analyse and process data on which platform tools Buyers use most, on their progress and on their ratings of the platform. To create an individual regime, an introductory analysis is completed containing nutritional parameters from which the body's needs are calculated (weight, height, age, measurements, fitness, health status, test results, therapies, etc.). We use this data to improve our offering and the design of our pages and to make use of the site simpler, safer and more comfortable — and, in the case of the introductory analysis, so that we can put together a bespoke programme. Like most websites, we use cookies to collect certain information. Information we receive automatically this way includes the IP address you are connected to the internet with, your computer name, browser and operating system, and details of the internet connection you use to access the site.

HOW WE USE THE INFORMATION ABOVE

All information is stored in accordance with our internal privacy policy and may be used for:

• Quality assurance and delivery of the service
• Providing support to the Buyer/consumer
• Helping to prevent fraud (credit card verification)

By creating an account you consent to the uses of data listed above.

DATA SECURITY

Your safety is guaranteed because we use the latest security measures to protect your data while you browse the site or make a purchase. We undertake to protect the privacy of all our Buyers.

WHO ELSE CAN SEE YOUR DATA

In the case of individual nutrition programmes, video courses, training and e-books, besides authorised employees within our company we may disclose your data to an authorised state body at its explicit request for the purpose of inspecting our company's operations.

In certain areas our platform uses artificial intelligence (AI) technologies in order to provide users with a faster and more complete service: to calculate calories from a photo of a meal, to keep statistics on sleep, cycle, fluids, activity and mood, and to write a short review of those statistics. Artificial intelligence is not used to create meal plans or workouts, for mentoring or for medical advice, and diagnoses and medical results are not shared with it. Data is processed by the AI models of external providers (e.g. OpenAI) only if the user explicitly allows it in the app. Atika Health DOO takes every technical measure to ensure that data supplied to AI systems is anonymised wherever possible.

DELETION OF BUYER DATA

Once an engagement ends, Atika Health DOO deletes from the platform all information about the Buyer that is not needed should the Buyer return and extend the programme (training, meal plan, recipes, daily arrangements). Atika Health retains for up to 5 years all data on how the Buyer's metabolism responded to particular methods, foods, recipes and training. Retaining this data is extremely important because most clients return to the programme, and Atika Health wants to rule out from the very start methods that produced no result in the previous engagement or caused health problems and made the work harder. For the same reasons the platform also retains the most important medical data, so that if a new engagement begins in a few months or years, the medical team knows there were diagnoses or complaints that may since have resolved but that can inform the history, the risk assessment and the interpretation of the Buyer's new complaints.

If a Buyer does not want Atika Health to keep their record, complete deletion of the data can be obtained on simple request.

IF YOU HAVE CONCERNS

If you have any questions or comments about user privacy or about the Privacy Policy, or you have already sent information you would rather we did not hold, please contact us at our e-mail address and the information will be corrected or removed at your request as soon as possible.

If you believe this policy is inadequate, or that we have not complied with it in any respect, please contact us so that we can help and resolve any doubts.

SUBSCRIPTION

The app subscription is sold only through the App Store and Google Play. The first 7 days are free; after that, the subscription renews automatically every month until the user cancels it. If it is cancelled at least 24 hours before the trial ends, nothing is charged. Users can cancel in their App Store or Google Play account settings at least 24 hours before the end of the current period. Refunds for the subscription are handled by Apple or Google under their own policies.

Buyers of programs bought directly from Atika Health get access to the app as part of their program.

The app does not diagnose, prescribe therapy or treat any condition. It is a tool for tracking habits and learning about nutrition, training and lifestyle.

DATA IN THE APP

The app stores what users enter themselves: the intake questionnaire, measurements, photos, logs of meals, sleep, fluids, activity, mood, health and symptoms, and community posts. We do not sell this data or use it for advertising.

AI ANALYSIS

The app uses a service from OpenAI to estimate calories from meal photos, keep statistics on sleep, cycle, fluids, activity and mood, and write a short comment on those statistics. AI is not used to create meal plans or workouts, for coaching, or for medical advice.

Data is sent to OpenAI only if the user explicitly allows it in the app. What is sent: meal photos and descriptions, logs of sleep, fluids, activity, mood and health, symptoms, gender (so the app can address the user correctly) and goals from the intake questionnaire. What is never sent: name, email and other personal details, any other photos, diagnoses and medical records. OpenAI processes this data only to provide the analysis, under its agreement with Atika Health, and does not use it to train its models.

Users can withdraw consent at any time in Settings > Data and privacy. Without consent, the app cannot keep statistics, so most features will not work.

COMMUNITY

Before joining the community, users accept the Community Guidelines:

1. No criticism of other people's bodies. Compliments and support are welcome, but no criticism, mockery or comparisons about anyone's weight or appearance.
2. No medical advice: no recommending medications, supplements, diagnoses or extreme diets.
3. No insults or harassment.
4. No advertising or selling.
5. Post only your own photos, and other people's faces only with their permission.

Zero tolerance. We do not tolerate objectionable content or abusive behavior. We remove such content within 24 hours and permanently ban the accounts that post it.

Any post, comment, story or profile can be reported from the app. Reports are anonymous, and our team reviews every report within 24 hours. Users can block other users, after which neither can see the other's content. Blocking can be undone in Settings > Data and privacy.

DELETING YOUR ACCOUNT

Users can delete their account in the app: Settings > Data and privacy > Delete account. This immediately and permanently deletes their logs, photos, community posts and intake data. Deleting the account does not cancel the subscription, which must be cancelled separately in the App Store or Google Play account settings.

SUPPORT

For questions about the app, your subscription or your data, contact us through the Atika app support page.

Atika Health DOO

• Dragiše Lapčevića 27
• 11000 Belgrade, Serbia
• VAT no.: 111506824
• Company no.: 21492647