1 Scope
These General Terms and Conditions govern the contractual relationship between
[full company name / business name]
hereinafter referred to as the «Company», and its customers, hereinafter referred to as «Customers».
They apply to all goods, services, appointments, bookings, online bookings, orders, vouchers, digital services and other offers provided by the Company, regardless of whether these are concluded or used on site, by telephone, in writing, via a website, an online shop, a customer portal or via other digital communication channels.
Provisions of these Terms and Conditions relating to individual functions such as online booking, online shop, prepayment, email and SMS communication, marketing, AI-supported communication or Voice AI only apply insofar as the Company actually offers or uses the function in question.
Deviating agreements are only binding if they have been expressly confirmed by the Company.
2 Contracting party
The Customer's contracting party is:
[company name]
[street / house number]
[postcode / city]
[country]
Email: [email]
Phone: [phone number]
The technical platform used for the website, online booking, shop, customer management or communication may be provided by external technology and cloud service providers. Such providers do not become the Customer's contracting party with regard to the goods or services offered by the Company solely by virtue of this technical provision.
3 Offer and conclusion of contract
The presentation of services, appointments, products or other offers serves to provide information about the respective offer.
A contract is concluded as soon as an order, booking or other commission has been accepted by the Company or confirmed electronically accordingly, unless otherwise stated in the specific ordering or booking process.
For electronic orders or bookings, the Customer generally receives a confirmation to the email address or phone number provided or via the digital communication channel used.
The Company is entitled to reject orders or bookings, in particular if a service is not available, pricing or system errors have occurred, there are reasonable doubts about solvency or other objective reasons prevent performance of the contract.
4 Prices
The prices published or agreed at the time the contract is concluded apply.
Prices are generally stated in [currency, default CHF].
Unless otherwise indicated, prices for consumers include the applicable statutory taxes and duties.
Additional costs, in particular shipping, delivery, packaging or other costs, are shown to the Customer before a chargeable order is completed, insofar as such costs are incurred.
5 Payment options
The Company may in particular offer cash payment, credit and debit cards, mobile payment methods, invoice, prepayment or other electronic payment methods.
The payment options currently offered are shown in the respective sales, booking or ordering process.
Electronic payments may be processed via external payment service providers. Additional terms and privacy policies of the respective payment service provider may apply to the technical processing of payments.
6 Prepayments and deposits
The Company may require full or partial prepayment for certain services, appointments, bookings, products or orders.
The amount of any required prepayment is shown to the Customer before the booking or order is completed.
Where the Company generally requires a deposit for certain appointments, it amounts to:
[e.g. 30 % / CHF 50.00 / no general prepayment]
A prepayment is generally credited against the total remuneration owed.
The treatment of a prepayment in the event of a later cancellation is governed by the cancellation terms of these Terms and Conditions or the terms stated for the specific offer.
7 Appointments and online bookings
Depending on the offer, appointments can be arranged in person, by telephone, in writing or via an online booking function.
The Customer is obliged to provide complete and correct contact details when booking.
With the booking, the Company reserves a corresponding capacity or a specific time slot for the Customer.
The Customer is obliged to attend agreed appointments on time or to cancel or reschedule them within the specified period.
8 Appointment confirmations and reminders
The Company may send appointment confirmations, appointment reminders, changes or other information required to carry out an agreed appointment by email, SMS, telephone or via other digital communication channels.
Such messages serve to handle the existing customer or contractual relationship and are to be distinguished from general marketing communication.
Failure to deliver an appointment reminder, or a technically unsuccessful delivery, does not release the Customer from the obligation to attend an agreed appointment or to cancel it in good time.
9 Cancellation of appointments
Agreed appointments can be cancelled or rescheduled free of charge up to [e.g. 24 hours / 48 hours] before the agreed appointment, unless otherwise stated for the respective offer.
In the event of a later cancellation, the Company is entitled to charge the following cancellation fee, insofar as this is permissible and reasonable in the specific case:
[e.g. 50 % of the agreed treatment price / CHF …]
The time at which the Company receives the cancellation is decisive for compliance with the deadline.
10 Non-attendance / no-show
If the Customer does not attend an agreed appointment without cancelling in good time, the Company may charge the following no-show fee:
[e.g. 100 % / 50 % / CHF …]
Prepayments already made may be retained and credited against any cancellation or no-show fee owed.
Cases in which mandatory law or special circumstances preclude such a charge remain reserved.
11 Late arrival
If the Customer arrives late, the available service time may be shortened accordingly if subsequent appointments or operational processes would otherwise be affected.
Late arrival generally does not give rise to any claim to an extension of the reserved appointment or to a price reduction, insofar as the delay was caused by the Customer.
12 Online shop
Insofar as the Company operates an online shop, the following provisions apply in addition.
The seller of the products or services offered in the online shop is exclusively the Company.
The technical platform, hosting, payment, communication or other service providers do not thereby become the seller or the end customer's contracting party with regard to the products or services offered.
13 Product information
The Company endeavours to present its products as accurately and completely as possible.
Minor deviations in images, colours, packaging or presentations may occur, in particular due to screen displays, manufacturer changes or product developments.
The essential characteristics of the product actually offered are decisive.
14 Availability
Products and services are offered subject to availability.
If an ordered product or service exceptionally cannot be provided after the contract has been concluded, the Company will inform the Customer and refund any payments already made for the service not provided.
Further mandatory claims of the Customer remain reserved.
15 Delivery area
The Company generally delivers to the following countries or regions:
[e.g. Switzerland and Liechtenstein / Switzerland / EU etc.]
Deliveries to other countries are only made if this is expressly offered in the shop or individually agreed.
16 Shipping costs
The following shipping costs apply to deliveries:
Switzerland: [CHF …]
Liechtenstein: [CHF … / not offered]
Other countries: [costs / at cost / not offered]
Free delivery from an order value of: [CHF … / no free delivery]
The shipping costs shown in the specific ordering process are decisive.
17 Delivery times
The usual delivery time is: [e.g. 2–5 working days]
Unless expressly agreed otherwise, the stated delivery times are guideline values.
In exceptional circumstances, in the event of supply shortages or delays caused by external transport service providers, delivery may be delayed.
18 Collection
Where offered, orders can be collected at the following location:
[address / branch / «no collection offered»]
The Customer will be informed as soon as the order is ready for collection.
19 Returns and exchanges
The Company grants the following conditions for voluntary returns or exchanges:
[e.g. return within 14 days for unopened and unused goods / no voluntary right of return / individual arrangement]
For hygienic, health-related or product-specific reasons, certain goods may be excluded from voluntary return, insofar as this is permissible and indicated accordingly in the offer.
Mandatory statutory rights in respect of defective goods remain reserved.
20 Defects and warranty
The Customer is asked to inspect goods upon receipt and to notify the Company of any apparent defects as promptly as possible.
Defects are governed by the applicable statutory provisions and any guarantee conditions expressly granted by the manufacturer or the Company.
Mandatory rights of the Customer are not excluded by these Terms and Conditions.
21 Vouchers and credit
Insofar as the Company offers vouchers or electronic credit, these can be redeemed in accordance with the conditions stated in each case.
Period of validity: [e.g. 2 years / 5 years / in accordance with the statutory limitation period / individual arrangement]
Vouchers are generally not paid out in cash unless expressly agreed otherwise or required by law.
Promotional vouchers may be subject to special time-related or material restrictions.
22 Customer account
Insofar as a customer account is offered, the Customer is responsible for the accuracy of their details and for keeping their access data confidential.
The Customer may not misuse their account or grant access to unauthorised third parties.
The Company may temporarily suspend customer accounts in the event of a reasonable suspicion of misuse or security breaches.
23 Communication by email and SMS
The Company may use email and SMS to handle enquiries, appointments, bookings, orders, payments, deliveries and other existing business relationships.
This includes in particular confirmations, reminders, changes, status information and service notifications.
Marketing communication takes place in accordance with the applicable requirements and the communication preferences given by the Customer.
24 Marketing and newsletter
Insofar as the Customer has expressly subscribed to marketing communication or consented to a corresponding use of their contact details, the Company may inform them about offers, promotions, news or services, in particular by email, SMS or other permitted communication channels.
Consent given to marketing may be revoked at any time with effect for the future.
Unsubscribing can be done via the unsubscribe mechanism provided in the respective message or via [email address for revocation / privacy enquiries].
25 Telephone and AI-supported communication
The Company may use digital assistants or AI-supported voice systems for customer service, scheduling appointments, handling enquiries and – where legally permissible – for other communication purposes.
In this case, communication may take place wholly or partly with an automated digital assistant.
A digital assistant may in particular accept appointments, check available times, provide information, record enquiries, take orders or customer concerns and forward these to employees.
Where required by law or due to the specific use, the Customer will be informed that they are communicating with an automated or AI-supported system.
26 Recording and transcription of conversations
Telephone or voice communication is only recorded or transcribed insofar as this is permissible under the applicable conditions and any required notice or consent has been given.
Where call recordings are used, the following applies:
[«Calls may be recorded after prior notice» / «No calls are recorded»]
27 AI-supported recommendations and automation
The Company may use AI-supported systems to support customer service and internal business processes.
Such systems may, for example, use existing bookings, previous purchases, customer preferences, availabilities or other lawfully available information to support employees in scheduling appointments, customer service, communication or preparing suitable offers.
AI-generated suggestions are generally supporting recommendations. The Company remains responsible for the services, prices or binding decisions actually offered to the Customer.
Where a legally relevant automated individual decision is made, the applicable information and data subject rights are taken into account.
28 Liability
The Company is liable within the scope of the applicable statutory provisions.
To the extent permitted by law, liability is excluded for damage caused by improper use of products, failure to follow instructions, incorrect or incomplete information provided by the Customer or circumstances for which the Company is not responsible.
Liability for damage caused intentionally or through gross negligence as well as other mandatory statutory liability remains reserved.
29 Force majeure
The Company is not liable for delays or non-performance attributable to events beyond its reasonable control.
These may include in particular natural events, official measures, power or communication failures, significant disruptions to external infrastructure, industrial action or comparable exceptional events.
30 Data protection
Information on the processing of personal data can be found in the Company's current privacy policy.
31 Changes to these Terms and Conditions
The Company may amend these Terms and Conditions if this is necessary due to changes in services, business processes or the legal framework.
For an individual contract that has already been concluded, the version agreed at the time of its conclusion generally applies, unless an effective deviating agreement is made.
32 Severability clause
Should any individual provision of these Terms and Conditions be wholly or partly invalid or unenforceable, the remaining provisions shall remain unaffected.
The invalid provision shall be replaced, to the extent permitted by law, by the applicable statutory provision.
33 Applicable law and place of jurisdiction
Swiss law generally applies.
The place of jurisdiction, to the extent permitted by law, is: [place / canton]
Mandatory statutory places of jurisdiction, in particular in favour of consumers, remain reserved.
34 Version
Version of these Terms and Conditions: [month / year]