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General conditions

1. General Information of the Website In compliance with the provisions of Article 10 of Law 34/2002 of July 11 on Information Society Services and Electronic Commerce, the general information of the website is provided below:

  • Owner: FISIO QSANA S.L.P
  • Registered Office: c/ María Barrientos 15, corner of c/ Pilar Lorengar, 15; 28021 Madrid (Spain)
  • VAT Number: B85483303
  • Email:
  • Phone: 91 3170098

2. General Terms of Use of The following General Terms of Use (hereinafter “General Conditions”) regulate the access and use by the User of the website (hereinafter, “Website”), through which the company FISIO QSANA S.L.P (hereinafter, “Fisio Qsana”) provides services to its users. The Fisio Qsana platform is used by users seeking to hire any of the services described on the website. The mere use or access to the website expresses the user’s conformity and acceptance of the displayed General Conditions. The use of the Website attributes the status of User (hereinafter, the “User”) and implies the acceptance of all terms included in these General Conditions. The User must carefully read these General Conditions when accessing the Site, as the Site and the General Conditions themselves may undergo modifications. However, by checking the acceptance box of these General Conditions, the User states that they have read, understood, and comprehended what is stated here and that they have sufficient capacity to contract and act in legal transactions. The owner of the Website reserves the right to make, at any time and without prior notice, any modification or update of its contents and services, these General Conditions, and, in general, all elements that make up the design and configuration of the Website. The modification of these General Conditions will not affect goods or promotions that have been acquired prior to such modification. The user undertakes not to use or attempt to use, and will ensure that each party under their control does not use or attempt to use any engine, software, bot, tool, agent, or other system or mechanism (including, without limitation, browsers, spiders, avatars, or intelligent agents) to navigate or search on Fisio Qsana, except for the search engine and search agents that are available on Fisio Qsana. The user agrees to assume full responsibility for the use of Fisio Qsana and, consequently, accepts liability under these General Conditions.

2.1. Registration Requirement In general, it is not necessary for the User to register to access and navigate the contents of the Website. However, the use of certain services and content may be subject to the prior registration of the User.

2.2. Rules for the Use of the Website The User undertakes to use the Website and all its content and services in accordance with the law, morality, public order, and these General Conditions or specific conditions. Likewise, the User undertakes to make appropriate use of the services and/or content of the Website and not to use them for illegal or criminal activities or activities related to prostitution, that infringe upon the rights of third parties, and/or violate regulations on intellectual and industrial property, or any other rules of the applicable legal system.

The User undertakes not to transmit, introduce, disseminate, and make available to third parties any type of material and information (data, content, messages, drawings, sound and image files, photographs, software, etc.) that is contrary to the law, morality, public order, and these General Conditions.

By way of example, and in no case limitative or exclusive, the User undertakes to:

  • Not introduce or spread data programs (viruses and harmful software) over the network that may cause damage to the computer systems of the access provider, its suppliers, or third-party users of the Internet.
  • Not disseminate, transmit, or make available to third parties any type of information, element, or content that constitutes unlawful or unfair advertising.
  • Not transmit unsolicited or unauthorized advertising, advertising material, “spam,” “chain letters,” “pyramid schemes,” or any other form of solicitation, except in those areas (such as commercial spaces) that have been exclusively designed for this purpose.
  • Not introduce or disseminate any false, ambiguous, or inaccurate information and content that misleads the recipients of the information.
  • Not impersonate other Users using their registration keys for the various services and/or content of the Website.
  • Not disseminate, transmit, or make available to third parties any type of information, element, or content that constitutes a violation of intellectual and industrial property rights, patents, trademarks, or copyright belonging to the owners of the Website or third parties.
  • Not disseminate, transmit, or make available to third parties any type of information, element, or content that constitutes a violation of the secrecy of communications and personal data legislation.

The User undertakes to indemnify Fisio Qsana against any possible claims, fines, penalties, or sanctions that it may be required to bear as a result of the User’s non-compliance with any of the aforementioned rules of use. Fisio Qsana also reserves the right to claim compensation for damages that may be due.

2.3. Disclaimer

Fisio Qsana is not responsible for the content and information that users enter on the website or other existing channels, as it does not review them, nor verify their accuracy.

2.4. Linked Contents and Services Through the Website

The service of access to the Website includes technical linking devices, directories, and even search tools that allow the User to access other pages and Internet Portals (hereinafter, “Linked Sites”). Fisio Qsana is not responsible for them. In the event that the User considers that there is a Linked Site with illegal or inappropriate content, they may communicate it to Fisio Qsana, without this communication implying the obligation to remove the corresponding link. In no case should the existence of Linked Sites presuppose the formalization of agreements with the responsible parties or owners thereof, nor the recommendation, promotion, or identification of Fisio Qsana with the statements, content, or services provided.

Fisio Qsana is not aware of the content and services of Linked Sites and, therefore, is not responsible for damages caused by the illegality, quality, obsolescence, unavailability, error, and uselessness of the content and/or services of Linked Sites, nor for any other damage not directly attributable to Fisio Qsana.

2.5. Intellectual and Industrial Property

All content on the Website, including, but not limited to, texts, photographs, graphics, images, icons, technology, software, links, and other audiovisual or sound content, as well as its graphic design and source codes, is the intellectual property of Fisio Qsana or third parties, without any of the exploitation rights recognized by current intellectual property regulations being understood to be transferred to the User.

Trademarks, trade names, or distinctive signs are owned by Fisio Qsana or third parties, and access to the Website cannot be understood as granting any rights over them.

Regarding all content freely published by the User on the Website, including videos, photographs, and any comments, opinions, or descriptions (hereinafter, “the Contents”), the User grants Fisio Qsana a free license of use without any temporal or territorial limitation. Based on this license, Fisio Qsana may freely exploit the rights of reproduction, transformation, distribution, and public communication of the Contents, solely for the purpose of providing the services requested by the User.

3. Fisio Qsana Services

These conditions govern the contracting of services through Fisio Qsana. The service provided by Fisio Qsana aims to make physiotherapy and podiatry services currently provided at the Qsana Physiotherapy Center (hereinafter “Center”) available to the client, located at c/ María Barrientos 15, corner of c/ Pilar Lorengar, 15; 28021 Madrid (Spain), upon prior reservation. It is the client’s obligation to notify, through email, telephone, chat, or the section available on the website, the correct execution of the service or, conversely, their dissatisfaction with it. All users commit to maintaining courtesy and respect between them at all times. Clients and physiotherapists have the authority to decide whether or not a service should be performed. Fisio Qsana may offer discounts on some services to attract new users. Fisio Qsana reserves the right to withdraw such discounts and promotions without prior notice, without causing harm to customers who have already used them. Unless stated otherwise, discount codes can be used only once per customer and per address. Anyone who wishes to cancel or modify a physiotherapy or podiatry service reservation can do so through Fisio Qsana before its realization, subject to the Cancellation and Refund Policy. The person responsible for providing the service is the Fisio Qsana covered by professional liability insurance.

4. Nullity and Ineffectiveness of Clauses

This is an adhesion contract; therefore, if any clause included in these General Conditions were declared totally or partially null or ineffective, such nullity or ineffectiveness will only affect said provision or the part thereof that is null or ineffective, with these General Conditions remaining in force in all other respects, considering such provision totally or partially not included, provided that it does not affect an essential element of the contract.

5. Applicable Law and Competent Jurisdiction

Invoices issued by Fisio Qsana on behalf of assistance to individuals by physiotherapists will be exempt from VAT. This exemption is set out in Article 20, paragraph one, point 3 of the Value Added Tax Law (Law 37/1992, of December 28th).

6. Payment Methods

The user can make their payment securely through the following methods:

  • Paypal: If the user has a PayPal account, they can pay by credit card through PayPal by entering only the email address registered with PayPal.
  • Credit card: Payment can be made by credit card through the Redsys gateway by entering the card number, expiration date, and the CPV code of the card.

7. Shipping, Changes, and Returns Policy

7.1 Purchase of Services and Gift Vouchers

Shipping: Once the payment is completed, Fisio Qsana will send an email immediately with the contracted service.

Changes: The customer can change the service for another of the same value within one month from the date of purchase.

To proceed with the change, send an email with your complete details and order number to:, and we will contact you.

In the event of a customer complaint for dissatisfaction with the service provided, there will be no refund as the service has already been provided.

Returns: If you are not satisfied with your purchase, you can return your order in its original condition within 14 days of receiving the email.

To proceed with the return, send an email with your complete details and order number to:, and we will contact you.

Service and Gift Voucher Expiry: Gift vouchers and purchased services expire 12 months from the date of purchase.

In the case of session vouchers, read the specific session voucher conditions. The customer expressly agrees that they cannot claim anything in this regard and will not be entitled to any compensation from Fisio Qsana.

7.2 Online Appointment Reservation

The customer can schedule an appointment through our online appointment platform.

Shipping: Once the service, professional, date, and time of the appointment are selected:

  • If the customer has a product contracted previously with the center, the reservation will take effect immediately upon receiving the appointment confirmation email.
  • If the customer does not have a product contracted previously with the center, the reservation will take effect with a deposit of €5 from the customer, to be deducted from the selected treatment. Upon receipt of payment, Fisio Qsana will send the appointment confirmation email.

Changes: The user can change their online appointment up to 24 hours in advance through the Fisio Qsana platform.

Cancellation/Refund: In case of appointment cancellation, 100% of the €5 deposit will be refunded up to 24 hours in advance.

After those 24 hours, the €5 deposit will not be refunded.

8. Specific Conditions “Session Vouchers”:

8.1 OBJECT AND SCOPE: As part of customer loyalty campaigns, Fisio Qsana S.L.P (hereinafter, “Fisio Qsana”) offers its customers the opportunity to purchase SESSION VOUCHERS, allowing them to benefit from a reduction in the unit price of each physiotherapy session. This campaign is subject to the specific conditions outlined in this document (hereinafter, the “Specific Conditions”). The customer’s adherence to the commitments of the SESSION VOUCHERS implies the complete acceptance without reservation of these Specific Conditions.

8.2 ADHERENCE TO THE PROMOTION: SESSION VOUCHERS entitle the promotion’s contractor to benefit from the contracted discounts for physiotherapy sessions. SESSION VOUCHERS can be used by the person who purchased them, family members, or individuals living at the same address. The customer must be an individual and a resident of Spain. The minimum age to contract SESSION VOUCHERS is 18 years. In the case of minors, written authorization from their parents or guardians is required. The customer’s adherence to the VOUCHERS will be made by payment on the platform of the VOUCHER’s price, with the customer’s acceptance of these Specific Conditions. The contracting will entitle the customer to enjoy, based on the physiotherapist’s schedule and recommended times, the sessions with the acquired VOUCHER. Whenever the customer has vouchers to consume, this method will be used as payment when making the reservation. Changes or cancellations that have not been made with at least 24 hours’ notice before the reserved time that is intended to be canceled or modified will not be accepted. Thus, if the customer cancels or modifies an appointment with less than 24 hours’ notice to the reserved appointment, the VOUCHER session will be considered as provided, and the customer will lose the right to that session and to changing the day. Cancellation or modification of the reservation is free, provided it is done before 24 hours of the reserved appointment. In no case will the customer be refunded for the unused VOUCHER session due to non-cancellation on time.

8.3 PRICES AND CONDITIONS OF VOUCHERS: Rates will be applied according to the prices or promotions that Fisio Qsana has at the time of purchasing the VOUCHER. The acquisition of the VOUCHERS by the customer does not, in any case, entitle the customer to a refund of the price already paid by the customer in the event of resignation, withdrawal, or expiration of the contracted voucher. Each session redeemed using the VOUCHER will result in the total consumption of the session to which the VOUCHER entitles. Under no circumstances will the Customer be entitled to any refund of the total or proportional part of the session price or any other type of compensation if the customer decides to cancel the VOUCHER without enjoying all the contracted sessions.

8.4 WITHDRAWAL: In accordance with Law 3/2014, of March 27, amending the Consolidated Text of the General Law for the Defense of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007, of November 16, the customer may withdraw from the purchase of the VOUCHER within fourteen natural days without the need to indicate the reasons. To do this, they can exercise their right of withdrawal by communicating it to Fisio Qsana in writing. The period to exercise the right of withdrawal begins after the signing of the purchase of the VOUCHER and the contracting conditions. Once the customer has voluntarily made effective or redeemed a single session of the VOUCHER, withdrawal is no longer possible due to the start of the service provision. The consequence of withdrawal is the obligation to refund the amounts paid for the VOUCHER, and it must be fulfilled within 14 days from the date on which Fisio Qsana has been informed of the exercise of the right of withdrawal by the customer.

8.5 EXPIRATION OF VOUCHERS: The contracted VOUCHERS are subject to the following expiration according to the number of sessions:

  • Vouchers for 5 and 10 sessions: expire after 12 months. If the sessions are not used within the established time in each purchase, the unused sessions will be lost. Therefore, the customer expressly agrees that they cannot claim anything in this regard and will not be entitled to any compensation from Fisio Qsana.

8.6 RIGHTS RESERVED BY FISIO QSANA: Fisio Qsana reserves the right to modify these Specific Conditions and will inform the Holder by any means provided by the Holder (mail, email, updating the Specific Conditions on Fisio Qsana also reserves the right not to address all holders with all the offers, as well as the right to modify or suspend the promotion at any time without prejudice to the Rights acquired by the customer, in the event of contracting the VOUCHER. These Specific Conditions will apply to all SESSION VOUCHER promotions. Other promotions may alter all or part of the conditions regulated here when expressly indicated.

8.7 REVOCATION OF RIGHTS ASSOCIATED WITH THE PROMOTION: This promotion requires compliance and respect for its general conditions and fair customer behavior with UrbanFisio. Consequently, UrbanFisio reserves the possibility of suspending the application of the promotion and/or deactivating it definitively, as well as canceling the associated benefits in case of abuse by the customer or inappropriate behavior. UrbanFisio will carry out this suspension or deactivation of the VOUCHER without the customer having the right to any compensation in the following cases: fraud or attempted fraud, manipulation, falsification, theft and/or robbery, misappropriation or inappropriate use or contrary to good faith, in abuse of law or fraud, and generally, in case of not respecting the provisions indicated in these Specific Conditions.

8.8 APPLICABLE LAW AND JURISDICTION: For the resolution of all controversies or issues related to this website or the activities developed on it, Spanish legislation will apply, to which the parties expressly submit, being competent to resolve all conflicts related to its use, the Courts and Tribunals of the user. If any clause included in these general conditions were declared totally or partially null or ineffective, such nullity or ineffectiveness will only affect said provision or the part thereof that is null or ineffective, with these general conditions remaining in force in all other respects and considering such provision totally or partially not included. Also, we remind you that you can access the European Union’s online dispute resolution platform by following this link: EU Online Dispute Resolution.