Terms of use

MEDICAL PROTOCOLS

A medical protocol or lifestyle programme 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 client reading the programme description carelessly, or for a mismatch of expectations about the programme's content where those expectations were not raised during the consultation, so that the concept could be clarified.

PERSONALISED TRAINING

Atika Health DOO sells online training and gym-based training. During the introductory consultation the prospective Buyer must state any special requirements, health problems, movement restrictions or particularities that call for a different approach. The training library is pre-recorded and the mentor assembles the programme from an available base of several hundred home and gym sessions, so we want to inform the Buyer in good time if we are unable to work together because the available sessions do not suit their needs.

In the introductory questionnaire the Buyer chooses between gym training and home training. The chosen sessions are shown to them for the following 28 days. After 28 days the Buyer may change that choice in the next questionnaire.

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 and a note to get in touch after payment 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 client reading the programme description carelessly, or for a mismatch of expectations about the programme's content where those expectations were not raised during the consultation, so that the concept could be clarified.

SERVICE PRICES

An item ordered through atika.net is paid for at the price displayed on the page at the moment of purchase. If the price differs at the time the item is delivered, the Buyer is charged the price that applied when the order was placed. 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; the seller will notify the Buyer of this, 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.

Prices listed on atika.net apply only to purchases made there and may differ from prices in retail outlets.

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 AND LIFESTYLE PROGRAMMES

REFUND – WITHDRAWAL FROM OR ADJUSTMENT OF THE ORDERED SERVICE

A service (an individual nutrition programme) 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 is requested through the existing channel of communication (e-mail, or the company's Facebook or Instagram). 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.
• If, during the introductory assessment, the professional team concludes that the client's goals are incompatible with their requirements.

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.

Every one of our nutrition programmes is produced to the client's specification, and Atika Health engages and pays an entire team of healthcare professionals in advance to create the protocol. Most of the work therefore 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 client is NOT entitled to a refund:

1. On the basis of a layperson's assessment of the quality and content of the programme's professional material that is not supported by argument and has no unambiguous basis in the professional literature.
2. On the basis of a change of mind, or of 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 on the client'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 client 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 client requests that would put their health, results and goal at risk.

Every one of our training programmes is assembled from a pre-recorded, available library according to the introductory analysis the client completed. Sessions are not recorded for each client 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 client is NOT entitled to a refund:

1. If in the analysis they chose gym training or home training and then, once the programme had been produced, asked for the opposite form of exercise (home instead of gym, or the reverse).
2. On the basis of missed sessions due to lack of time, changed life circumstances or any other situation affecting their activity.
3. 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 client goes through a detailed consultation, and we guarantee only the content offered during it.

Atika cannot be held responsible for a mismatch with the client'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 CLIENT:

• 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 client is refunded for the months they have not used, while the current month 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 client pays €95, the price of a 4-week programme, since they received the content for the first 4 weeks on day one of the programme).

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 in the sale of goods 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 clients 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)
• Shipping parcels to your home address in the case of cosmetics orders

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 (tracking laboratory results and changes in medical parameters over the course of the engagement (e.g. leukocytes, cholesterol), providing clients with progress statistics (the percentage of body mass and circumference lost, and sessions completed)) and other supporting, calculation-heavy and repetitive tasks that allow the professional team to serve the client faster and more precisely. By using our services you agree that certain data may be processed by the AI models of external providers (e.g. OpenAI). Atika Health DOO takes every technical measure to ensure that data supplied to AI systems is anonymised wherever possible.

DELETION OF CLIENT DATA

Once an engagement ends, Atika Health DOO deletes from the platform all client information that is not needed should the client return and extend the programme (training, meal plan, recipes, daily arrangements). Atika Health retains for up to 5 years all data on how the client'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 client's new complaints.

If a client 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.

Atika Health DOO

• Beogradska 45/10
• 11000 Belgrade, Serbia
• VAT no.: 111506824
• Company no.: 21492647

Any problem relating to a service purchased through our online sales can be resolved by contacting us using any of the details below:

By e-mail to: reklamacije@atika.net
By post to Atika Health DOO, Beogradska 45/10, 11000 Belgrade, Serbia