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Introductory Provisions

The service provider is the business company Ambulance Penta s.r.o., ID No: 24717304, registered office at Na Florenci 2116/15, Nové Město, 110 00 Prague 1, registered in the Commercial Register maintained by the Municipal Court in Prague under Reg. No. C 168446 (hereinafter referred to as the “Provider“).

The Provider is an operator of a non-state medical facility and a health care provider within the scope of the Decision on the change of the authorization to provide health services dated 28.02.2024.

The Provider provides health care services in “True Doctor – general practitioner practice for adults” at Na Florenci 2115/15, Prague 1, (hereinafter referred to as the “office“).

A client is any person to whom the Provider provides health services under the conditions set out in Act No.372/2011 Coll., on Health Services, as amended (hereinafter referred to as the “Health Services Act”), and implementing legislation.

The Provider operates the True Doctor’s practice website at (hereinafter referred to as the “Website“).

These General Terms and Conditions issued by the Provider (hereinafter referred to as the “GTC“) apply to the following services:

  • health care services pursuing a curative aim and ancillary services closely related to health care, both services covered by a health insurer and services not covered by a health insurer or not covered in full by a health insurer,
  • other commercial services related to health care according to the Provider’s offer,
  • appointment booking, administration and organisation of services.
  • cancellation terms and conditions, as well as all other rights and obligations arising from the legal relationship created by the booking of services

These GTC do not apply to health care and related services covered by public health insurance, the provision of which is regulated by applicable legislation, in particular the Health Services Act.

Health care services and additional services closely related to health care (whether covered by public health insurance or not) are always provided by the Provider to the Clients in the structure and quantity indicated and recommended by the Provider, and within this framework also according to the individual orders of the Client.

Provision of Administration and Organisation Services

The Provider provides its clients with the following services in the scope of administration and organization of the provided health care services, which consist in:

  • operating an IT system that allows client registration with the possibility of selecting a client programme
  • storage of Client data in the IT system and its security and protection,
  • booking client appointments by phone with availability during business hours
  • making changes or cancellations up to 24 hours before the selected appointment,
  • organization of the appointment booking according to the client’s time needs

Creating a Basic or Premium registration in the IT system and the conditions for cancelling it

The registration of the patient is carried out by the Provider in accordance with the Health Services Act and must always follow after the Provider’s physician admits the patient to his/her regular care.

The client may also request inclusion in the Basic and Premium programmes through the Provider’s IT system on the website.

If an unregistered client requests registration in one of the above-mentioned programmes, his/her registration will be subsequently carried out in accordance with the Health Services Act during the client’s first personal visit to the surgery.

The payment for membership in the Basic or Premium programme chosen by the client is made by the client online through the Provider’s payment gateway on the website or by cash payment in the office.

Through the payment gateway, the client concludes a Contract for the provision of services with the Provider (hereinafter referred to as the “Contract”), the subject of which is the provision of services not covered by public health insurance to the extent specified in the specific selected client programme and under the terms and conditions set out in these GTC.  The Contract is concluded for a fixed period of one year from the date of online payment. The Contract is concluded after entering the payment data (the payer’s email and the identification data of his/her payment card) at the moment of payment confirmation (by clicking on the “Pay” button in the system, i.e. the client’s expression of will to conclude the Contract).

The client has the right to withdraw from the Contract within 24 hours of making the online payment by notifying the Provider in writing to the email: In the event of the client’s withdrawal from the Contract, the amount paid via the payment gateway will be refunded to the payment card from which the online payment was made within 14 days of the withdrawal from the Contract.

Booking appointments

The client has the option of making an appointment by telephone.

During the first visit to the office, the Provider will require the following information from the client: the client’s name, residence, telephone number, the client’s email address and the client’s health insurance information.

The telephone number and email address provided by the client will be used by the Provider exclusively for communication between the client and the Provider, in particular to remind the client of upcoming appointments or to change the appointment.

In the event that the client is unable to attend the doctor’s office due to unexpected events, he/she is obliged to immediately inform the Provider of this fact.

Price List and Payment Terms

Services provided by the Provider that are not covered by public health insurance, or are not fully covered, are charged to clients according to the currently valid Price List of the Provider, which is available in the office and on the Provider’s website.

The Provider is a VAT payer.

In the case of the Basic and Premium client programmes, the price for participation in the client programme is set for a period of 1 year.

Prices for services not covered by public health insurance are payable on the day the client uses these services. In the case of payment on the basis of an issued tax document (invoice), the price of the service not covered by public health insurance is payable on the date specified in the tax document, usually within 14 days of its issue. The Provider’s bank account is always indicated on the issued tax invoice.

Processing and Protection of Personal Data

When processing the client’s personal data, the Provider follows the principles published on the website:

Contact Details, Authorized Personnel of the Provider, Working Hours

The administration and organization services are provided by the Provider’s staff on working days according to the operating hours of the office.

The current opening hours of the office are listed on the website

Contacts for making, changing or cancelling an appointment:

Phone: +420 772 000 112, e-mail:


If the client considers that the services in the section “administration and organization services” have been provided defectively, he/she is obliged to immediately, no later than within 3 working days from the discovery of the defect, claim the right from the defective performance in the Provider’s office.

In the case of services of administration and organization of health care services, the defective performance is considered to be primarily a mistake in the organization of the clients’ appointments in the Basic and Premium programme, when the client is not provided with the examination in the given term or it is performed with a time delay of more than 2 hours due to organizational errors on the part of the Provider. Later complaints of defective performance will not be taken into account. Defective performance of administration and organisation services cannot be considered as defects in the health services provided. The Provider shall ensure the elimination of the defect in the performance of the administration and organisation service by providing the performance repeatedly or by offering a discount on the price of the performance corresponding to the extent of the defect. The complaint shall be promptly handled by a representative of the Provider according to the Provider’s capabilities, but no later than within 30 days from the date of the proper filing of the complaint.

In the event that a consumer dispute arising from the Contract arises between the Provider and the client as a consumer, which cannot be resolved by mutual agreement, the client may submit a proposal for out-of-court resolution of such dispute to the designated entity for out-of-court resolution of consumer disputes, which is: Czech Trade Inspection Authority, Central Inspectorate – ADR Department, Štěpánská 15, 120 00 Prague 2, email:, website:

 Contact Details of the Provider:

Correspondence address:

Ambulance Penta s.r.o.
Na Florenci 2116/15
Nové Město
110 00 Prague 1

e-mail address:
phone: +420 772 000 112

Changes to the GTC, Final Provisions

The Provider reserves the right to unilaterally change the GTC. The relevant provisions of generally binding legislation shall apply to the rights and obligations not covered by these GTC.

The GTC are published by posting in the Provider’s office and on the website. An authorized employee of the Provider shall acquaint the Client with the GTC when arranging services at the workplace. The client shall be informed about the change of the GTC directly in the Provider’s office by posting the GTC on the Provider’s website.

The client may reject the change to the GTC and terminate the contracted provision of services within three months from the effective date of the changes, without giving any reason. The notice shall be effective on the last day of the calendar month in which it is delivered to us. If it is delivered less than ten days before the end of the month, it shall take effect on the last day of the calendar month following delivery.

These GTC are effective from 29 May 2024, their wording replaces the existing GTC, which hereby expire.

Where you can find us

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Na Florenci 2116/15, 110 00 Prague 1

Florentinum Building, possibility of paid parking in garages
METRO B - Náměstí Republiky
METRO C - Florenc