Welcome to LILO KIDS. At the LILO KIDS Family Center, we strive to create a safe, comfortable, and welcoming environment for children and their parents. All rules set out in this document are intended to ensure a high quality of services, protect the interests of every child, respect the time of our specialists, and create comfortable conditions for all visitors to the Center. We thank you for your trust and look forward to mutual respect, open cooperation, and compliance with these Rules.
1. GENERAL PROVISIONS1.1. These Rules establish the procedure for the provision of services by the LILO KIDS Children’s Center (hereinafter referred to as the “Center”) and regulate the rights, obligations, and responsibilities of the Center and the Visitor.
1.2. These Rules form an integral part of the agreement between the Center and the Visitor and apply to all services provided by the Center unless otherwise agreed by the parties in writing.
1.3. By registering a child for a session, purchasing a single visit, or purchasing a membership, the Visitor confirms that they have read these Rules, understand their contents, and accept them without reservation.
1.4. In all matters not regulated by these Rules, the parties shall be governed by the applicable laws of the Republic of Latvia.
1.5. The Center and the Visitor undertake to act in good faith, respect each other’s rights and legitimate interests, and seek to resolve any issues through mutual dialogue.
2. BOOKING SESSIONS2.1. Attendance at sessions is available by prior appointment only.
2.2. A confirmed booking means that a specific specialist’s time, a place in a group session where applicable, and other organizational resources of the Center are reserved for the Visitor.
2.3. The Center organizes its activities based on confirmed bookings. Therefore, timely notification of a cancellation is essential.
3. PAYMENT FOR SERVICES3.1. The cost of services is determined in accordance with the Center’s current price list.
3.2. Payment shall be made on the day the service is provided unless another payment procedure has been agreed by the parties in advance.
3.3. A membership entitles the Visitor to attend a specified number of sessions within its stated validity period.
3.4. A membership is personal and may not be used by third parties without the Center’s prior consent.
4. CANCELLATION AND RESCHEDULING OF SESSIONS4.1. The Visitor may cancel or reschedule a session by notifying the Center through any convenient communication channel no later than 12 (twelve) hours before the scheduled start time. In this case, the session may be rescheduled to another available date, and no financial obligation shall arise in relation to the cancelled session.
4.2. If notice of cancellation or rescheduling is received less than 12 (twelve) hours before the scheduled start time, the Center is entitled to charge 50% of the session fee. This condition applies because, once a booking has been confirmed, the Center reserves the specialist’s time, the premises, and the necessary organizational resources specifically for the Visitor, significantly limiting the possibility of offering the released time to another visitor. Where sessions are attended under a membership, one session shall be considered used and deducted from the membership in such a case.
Since the Center reserves the specialist’s working time, premises, and other resources exclusively for a particular Client upon confirmation of the booking, late cancellation makes it impossible to provide the corresponding service to another person. Therefore, the amounts provided for in these Rules do not constitute a penalty but represent reasonable compensation for the expenses and losses incurred by the Center as a result of late cancellation.
4.3. If notice of cancellation is received less than 3 (three) hours before the session or the Visitor fails to attend without prior notice, the session shall be payable in full. This rule applies because by the scheduled start time the Center has fully prepared the necessary conditions for providing the service and is unable to offer the reserved time to another Visitor.
4.4. If the Visitor arrives late, the session shall take place within the time allocated in the schedule. The duration of the session shall not be extended, and its price shall remain unchanged.
4.5.
Extension of the membership validity period. A child’s illness in itself does not constitute grounds for an automatic extension of the membership validity period. In the event of a prolonged illness or other exceptional circumstances, the Visitor may contact the Center and request consideration of an extension. Such a request shall be reviewed individually, provided that it is submitted before the membership expires. The decision on whether to grant an extension shall be made by the Center taking into account the specific circumstances, the duration of the absence, and the supporting documents provided.
4.6.
Cancellation of a session by the Center. If a session cannot take place for reasons attributable to the Center, the Visitor will be offered one of the following options:
- rescheduling the session to another convenient date;
- retaining the paid session or membership visit for future use;
- a refund if rescheduling is not possible or is not suitable for the Visitor.
5. MEMBERSHIPS5.1. A membership entitles the Visitor to attend the specified number of sessions during the validity period stated at the time of purchase.
5.2. The membership validity period is determined based on the number of sessions and is sufficient for the use of all visits included in the membership.
5.3. The Visitor is responsible for scheduling sessions within the membership validity period.
5.4. After the membership expires, unused sessions shall expire and may not be transferred to a subsequent period unless otherwise provided by these Rules.
5.5. A membership is personal and may not be transferred to another person without prior agreement with the Center.
5.6.
Temporary inability to attend sessions. In the event of a child’s illness or other valid circumstances, the Visitor must notify the Center in a timely manner in accordance with the cancellation rules.
5.7. A membership shall not be suspended or extended due to missed sessions caused by illness, vacation, business travel, or other personal circumstances of the Visitor unless otherwise agreed with the Center in advance.
5.8. In the event of a prolonged illness of the child, the Visitor may request a one-time extension of the membership validity period. Each request shall be reviewed individually, taking into account supporting documents, the duration of the absence, and compliance with the cancellation rules set out in these Rules. The decision on the extension must be made by the Center before the membership expires.
5.9. Refunds for purchased memberships shall only be made in the cases and in accordance with the procedure provided by the applicable laws of the Republic of Latvia.
5.10. When requesting an extension of the membership validity period due to the child’s illness, the Visitor shall provide a medical document confirming the period of the child’s temporary incapacity no later than 3 (three) calendar days from the date of its issuance.
5.11. A request to extend the membership validity period shall be considered only if the Center was notified in a timely manner of the inability to attend sessions in accordance with the cancellation procedure established by these Rules.
5.12. Medical documents submitted after the membership has expired or after all sessions included in the membership have been used do not in themselves constitute grounds for an extension, recalculation of the cost of services, or a refund.
5.13. Vacation, travel, changes to personal schedules, family circumstances, workload, and other circumstances unrelated to the Center’s activities do not constitute grounds for extending the membership validity period, recalculating the cost of services, issuing a refund, or transferring unused sessions unless otherwise provided by these Rules.
5.14. The decision to extend a membership shall be made by the Center on an individual basis, taking into account the documents provided, compliance with these Rules, and the specific circumstances.
5.15. A request to extend the membership shall only be considered if the Visitor has complied with the session cancellation procedure established by these Rules.
5.16. In exceptional cases, the Center is entitled to make an exception to these Rules, taking into account the specific circumstances. Such a decision shall be made individually and shall not constitute grounds for applying the same decision in other cases.
6. REFUNDS6.1. Payments for services that have been provided in full are non-refundable.
6.2. Refunds for unused services shall be made in the cases and in accordance with the procedure established by the applicable laws of the Republic of Latvia.
6.3. If the provision of a service becomes impossible for reasons attributable to the Center, the Client is entitled to request that the session be rescheduled or that payment for the service not provided be refunded.
6.4. The Center provides services taking into account the age, emotional state, and individual characteristics of each child. However, if during a session the specialist determines that continuing the session is impossible or is not in the child’s best interests, does not ensure the safety of participants, or compromises the quality of the service, the Center is entitled to terminate the session early. In this case, the session shall be considered provided, and its cost shall not be recalculated or refunded.
7. VISITOR’S OBLIGATIONSThe Visitor undertakes to:
7.1. Notify the Center in a timely manner of the cancellation or rescheduling of sessions in accordance with the procedure and time limits established by these Rules.
7.2. Follow the established session schedule, arrive on time, and respect the time of other visitors and the Center’s specialists.
7.3. Not bring a child to the Center if the child shows signs of an infectious illness, elevated temperature, vomiting, diarrhea, or other symptoms that may pose a risk to the health of the child, other visitors, or Center employees.
7.4. Inform the Center of any circumstances that may affect the safe and high-quality provision of the session, including relevant information regarding the child’s health, development, behavior, allergic reactions, or other significant circumstances.
7.5. Follow the Center’s rules of conduct, treat the Center’s employees, other visitors, and property with respect, and ensure respectful behavior by the accompanying child.
7.6. Pay for the Center’s services in a timely manner in accordance with the current price list and these Rules.
7.7. Comply with reasonable organizational requirements and recommendations of the Center’s specialists aimed at ensuring safety, quality of services, and comfortable conditions for all visitors.
7.8. The Visitor shall take proper care of the Center’s property. If damage is caused to the Center’s property through the fault of the Visitor or the child accompanying them, the Visitor shall compensate the Center for the damage in accordance with the procedure and to the extent provided by the laws of the Republic of Latvia.
7.9. If circumstances arise requiring additional sanitary cleaning or disinfection of premises, equipment, or inventory as a result of the actions or condition of the Visitor or the child accompanying them, including significant contamination of the premises, the Visitor shall reimburse the Center for the actual and documented costs of such cleaning or disinfection.
7.10. For matters relating to bookings, cancellations, and organization of visits, the Visitor shall contact the Center’s administration through the Center’s official communication channels during its business hours.
7.11. The Visitor undertakes to provide the Center with accurate information regarding the child’s health condition, relevant medical contraindications, allergic reactions, medications being taken, and any other circumstances that may affect the safety and quality of the services provided.
8. LIABILITY OF THE PARTIES8.1. The Center undertakes to provide services in good faith, professionally, and in compliance with the requirements of applicable law.
8.2. The Center shall not be liable for the Client’s personal belongings or for the inability to attend sessions due to circumstances beyond the Center’s control, including the child’s illness, changes in the Client’s personal circumstances, or other circumstances unrelated to the Center’s activities.
8.3. The Client shall be liable for damage caused to the Center’s property through their own fault or through the fault of the child accompanying them.
8.4. The Center’s specialists are entitled to refuse to conduct or continue a session if the child’s health condition, emotional state, or behavior does not allow the service to be provided safely and to the required standard. Such a decision shall be made exclusively in the interests of the child, other visitors, and Center employees.
8.5. The Center shall not be liable for the inability to provide services as a result of force majeure circumstances, including but not limited to utility failures, power outages, emergencies, decisions of public authorities, epidemics, and other circumstances beyond the Center’s reasonable control.
9. PHOTOGRAPHY, VIDEO RECORDING AND PERSONAL DATA PROCESSING9.1. For the purposes of ensuring visitor safety, protecting the Center’s property, and monitoring the quality of services provided, video surveillance may be carried out on the Center’s premises in accordance with the laws of the Republic of Latvia and the General Data Protection Regulation of the European Union (GDPR).
9.2. Photographs and video materials containing images of visitors may be used by the Center on its official website, social media pages, information materials, and advertising materials only with the consent of the Visitor or their legal representative where such consent is required by law.
9.3. Personal data shall be processed by the Center in accordance with Regulation (EU) 2016/679 (GDPR), the applicable personal data protection laws of the Republic of Latvia, and other applicable legislation.
10. FINAL PROVISIONS10.1. These Rules have been developed to ensure the safe, comfortable, and high-quality organization of the services provided by the Center.
10.2. All matters not regulated by these Rules shall be resolved in accordance with the applicable laws of the Republic of Latvia.
10.3. The Center and the Visitor shall be guided by the principles of mutual respect, good faith, and cooperation, with the aim of creating a supportive and safe environment for every child.
Thank you for your trust in the LILO KIDS Family Medical Center.We sincerely value the opportunity to support children on their journey toward healthy development and well-being. These Rules have been created to provide clear, comfortable, and safe conditions for every family visiting the Center. We are always open to dialogue and strive to find solutions based on mutual respect, care for the child, and the principles of good-faith cooperation.