Terms and Conditions

General Terms

1. These General Terms and Conditions of Business (hereinafter referred to as "General Terms") regulate the manner of business operations, conditions of service use, and other mutual relations between the service provider, the company MotionLab d.o.o. (hereinafter: "Motion Lab"), and the service users (hereinafter: "User").
2. MotionLab d.o.o., headquartered in Zagreb, Zagrebačka cesta 51, OIB: 10781925019, registered in the court registry of the Commercial Court in Zagreb, performs physical therapy and other related activities in accordance with the applicable laws of the Republic of Croatia.
3. These General Terms apply to all individual contracts for the provision of services concluded between the User and Motion Lab, regardless of the date of conclusion. Considering the nature of health and rehabilitation services, it is not possible to determine in advance the exact number of needed services to achieve desired results. Therefore, these General Terms apply to all services provided to the User within the rehabilitation process and for the entire period of service usage.
4. In case of changes to these General Terms, Motion Lab will duly notify the User via email, official website, or other customary communication channels. It will be considered that the User has accepted the changed General Terms if they continue using the services after receiving or accessing the notification of changes.
5. Motion Lab’s services are governed by these General Terms, the valid price list, and other internal acts of the company.
6. Motion Lab provides various diagnostic and therapeutic treatments, as well as individual, semi-individual, and group kinesitherapy programs. It also provides other services complementary to these, functionally related or integral to them, aimed at preserving and enhancing health, rehabilitation, disease and injury prevention, treatment, education, and healthcare.
7. Motion Lab reserves the right to use the terms "exercise," "training," and/or "workout" for individual, semi-individual, or group kinesitherapy services for marketing and/or other purposes since these terms are commonly used interchangeably with kinesitherapy in everyday language. Regardless of the name, all such services are considered healthcare services within the meaning of Article 3 of these General Terms.
8. User is any natural person who has contracted services with Motion Lab. A child under 16 years or another person for whom a legal representative or guardian has contracted the service in their name and interest is also considered a User.
9. An appointment is a predefined time slot on a specific day of the week intended for providing services to the User. Depending on the type of service, the appointment may last 30 or 55 minutes.
10. Rights arising from these General Terms or other acts of Motion Lab regulating the rights and obligations of Users cannot be assigned or transferred to third parties unless otherwise stipulated by these General Terms or if Motion Lab has given explicit written consent.
     

Acceptance of the Offer

1. By accepting the offer, the User confirms awareness of these General Terms, having read, understood, and agreed to their application. Acceptance signifies the User's consent to the rights and obligations arising from the Terms and acknowledges that in the case of violation or non-compliance, Motion Lab has the right to unilaterally terminate the contract and further service provision. In such a case, the User is obliged to settle all agreed services.
2. By accepting the offer, the User agrees that Motion Lab independently determines the employee and/or external associate who will provide the agreed service according to internal professional and organizational criteria.
3. The User undertakes to pay for the agreed services in the amounts and deadlines set by these General Terms, valid price lists, offers, invoices, or other valid documents.
4. Service prices are set by the valid Motion Lab price list, available at the reception. Motion Lab reserves the right to change the price list. All information and prices published on Motion Lab’s websites are solely for informational purposes and do not constitute a binding offer in accordance with the Law on Obligations.
    

Collection and Processing of Data

1. Motion Lab will collect, process, and store personal and identification data of the User for the purpose of providing the contracted services, collecting claims, and fulfilling legal and contractual obligations. Detailed provisions on personal data processing are available in Motion Lab’s Data Protection Policy posted on its website.
2. In case of service provision via online communication channels (e.g., video calls), it is presumed that the User’s acceptance of the offer constitutes explicit and voluntary consent to personal data processing via video transmission. The purpose is exclusively to provide the contracted service by Motion Lab.
3. For the provision of healthcare services, the User must provide Motion Lab—personally, electronically, or in writing—with all relevant personal and medical data, as well as accompanying medical and/or other documentation necessary for identification, billing, and appropriate service provision, depending on the case.
4. If any personal or contact data (including email address) changes, the User must notify Motion Lab without delay, no later than seven (7) days from the change. If the User fails to fulfill this obligation, it will be considered that delivery was validly made to the last known User data held by Motion Lab. This applies, among other things, to the delivery of invoices, reservation confirmations, appointment reminders, payment reminders, and other notifications.
    

Limitation of Liability and Duty to Inform

1. Motion Lab provides services respecting human dignity, physical and mental integrity, and the User’s rights. Special emphasis is on the User’s right to be informed and to decide independently.
2. For each proposed service, Motion Lab will allow the User to consider all relevant information to rationally assess the benefits and drawbacks of the service and make a decision to accept or reject it (right to joint decision-making).
3. This right can be limited only when justified by the User’s health condition or prescribed by law, including but not limited to emergency medical interventions whose omission could endanger life, health, or cause permanent health damage.
4. The User understands and accepts that each healthcare procedure involves some intrusion into bodily integrity and freedom and that no procedure is entirely without risk. The possibility of adverse events or complications depends, among other things, on the type and severity of the underlying problem, existence of other diseases, age, current health status, lifestyle habits, and other individual factors. The User acknowledges awareness of potential risks and complications and voluntarily agrees to undergo therapy and/or kinesitherapy.
5. The User is also aware that physical therapy and rehabilitation, despite applying the highest healthcare standards, may include certain risks and side effects. The User confirms knowledge of these risks and voluntarily accepts the service with full understanding.
6. Motion Lab will provide the User with information about methods and procedures, including possible side effects and risks. The User must independently assess any contraindications, risks, or circumstances that might affect their safety during service provision. The User is obliged to promptly inform Motion Lab about all health and other conditions that might pose a risk, especially where there is danger of injury, heart attack, death, or similar consequences.
7. The User undertakes to report immediately to Motion Lab’s staff any changes in health status, adverse reactions, or other occurrences that may affect therapy’s safety or efficacy.
8. Motion Lab is not responsible for any damage or loss resulting from incomplete, inaccurate, or omitted information provided by the User about their health, medical history, or other relevant facts.
9. Motion Lab regularly monitors and evaluates the User’s health condition and makes decisions about the application, modification, duration, or frequency of services based on professional assessments. In all these circumstances, the User retains the right to joint decision-making.
10. Motion Lab is not liable for injuries, complications, side effects, or other harmful consequences arising during or after service provision, except in cases of proven gross negligence or intentional misconduct by Motion Lab staff.
11. If damage occurs for which Motion Lab is not responsible, the User explicitly waives any claim for compensation against Motion Lab and/or its employees and associates.
12. The User confirms having read and understood these liability disclaimers and voluntarily agrees to their application.
     

Rehabilitation Services

1. Motion Lab publishes information about Diagnostic services on its website, including descriptions, objectives, and purposes of diagnostic procedures.
2. In exceptional cases, when diagnostic findings or specific User circumstances require, Motion Lab may propose or refer the User to additional specialist diagnostics performed by third parties. Motion Lab is not responsible for third-party acts or omissions or for any User’s failure to undertake measures.
3. Follow-up examinations involve periodic health assessments to monitor rehabilitation progress, timely recognize possible complications or side effects, and optimize therapeutic approaches.
4. Therapeutic treatments include various physical therapy, osteopathy, neurotherapy, kinesitherapy, and other rehabilitation methods aiming to prevent injuries, relieve pain, treat existing injuries, eliminate neurological dysfunctions, optimize posture, and/or improve body functionality.
5. The User understands and accepts that the frequency, type, and number of treatments cannot be predicted in advance as they depend on individual circumstances, therapy effect, User’s age and habits, and personal commitment.
6. The User acknowledges the importance of regular attendance to scheduled therapy sessions and correct execution of prescribed home rehabilitation exercises or tasks ("homework"). Untimely cancellations or inconsistent/inadequate homework execution may disrupt the therapeutic protocol and reduce rehabilitation effectiveness.
7. Motion Lab does not guarantee rehabilitation effectiveness nor assumes responsibility for lack of progress if the User does not follow instructions or fulfill obligations of the therapeutic plan.
    

Reservation and Cancellation of Rehabilitation Services

1. Rehabilitation appointments are booked directly with Motion Lab staff, online, or by phone.
2. The User may arrange recurring bookings for one or multiple appointments within a defined period ("fixed appointments").
3. After successful booking, the User will receive confirmation by email and/or Motion Lab app with clear date, time, and location.
4. For fixed appointments, the User may explicitly request no individual confirmations for each appointment, and all appointments are considered validly confirmed for the agreed period.
5. Every appointment confirmed by Motion Lab is a contracted service.
6. If the User cannot attend, cancellation without charge is possible at least 24 hours before the appointment via email, phone, or in-person notification.
7. Late cancellations will be charged in full per the current price list.
    

Group Training Services

1. Motion Lab offers group exercise services via a subscription model with membership types and levels. Users choose their membership type and level independently.
2. Membership types include DNS in Motion, Harmony in Motion, and Reformer, each covering a set of group programs.
3. Membership levels differ by group training attendance limits per billing period, contract duration, price, and benefits. Levels are Flex, Routine, and Premium.
4. Group trainings take place in individual groups scheduled weekly per Motion Lab’s timetable.
5. Based on initial User assessment, goals, fitness level, and health, Motion Lab’s team recommends suitable group programs/groups. Recommendations aim to maximize efficacy, safety, prevent injuries, and support User progress.
6. For health and safety, Motion Lab may deny participation if professional assessment indicates increased risk due to fitness, health conditions, functional limits, or other factors.
7. The billing period is 30 days from membership activation or first booking, unless otherwise defined. Attendance and benefits apply only within the billing period.
8. Unused attendances do not roll over or substitute other services unless explicitly permitted.
9. Motion Lab reserves the right to change membership types, levels, programs, prices, or introduce new ones.
    

Group Training Booking and Cancellation

1. Users must book group training themselves via the website or app. Booking is limited to group programs included in the User’s membership.
2. For memberships with "fixed appointments," Motion Lab can set recurring weekly bookings upon request or consent.
3. Users must cancel booked sessions via the app at least two (2) hours before the appointment, or the session is considered used.
4. Cancellations by email, messages (e.g., WhatsApp), or phone are invalid unless explicitly confirmed by Motion Lab.
5. Timely cancellations allow Users to make up missed sessions by booking another group session of the same membership type, subject to availability.
6. Unused attendances not booked or used within the billing period are forfeited.
7. Motion Lab is not obliged to refund or compensate unused sessions unless explicitly stated. Availability of sessions depends on free spots at booking.
8. Motion Lab may change, suspend, or cancel groups for justified reasons and offer alternative options when possible.
    

Membership Freezing

1. Users with Routine or Premium memberships may freeze membership temporarily up to two (2) times per six-month period.
2. Each freeze must be between 7 and 30 days; total freeze time per period cannot exceed 30 days.
3. During freezing, Users must cancel all bookings for sessions within the freeze period via the official app.
4. Membership fees will be proportionally reduced for the next billing period based on freeze days, provided sessions during freeze are properly cancelled.
    

User Conduct and Responsibilities

1. Users must adhere to appointment times and maintain personal hygiene on premises.
2. Users must behave politely, respect privacy, and keep spaces clean. Appropriate, clean sportswear and footwear are required. Only clean footwear unused outdoors is allowed indoors.
3. Users must use Motion Lab equipment and inventory carefully and according to staff instructions. Motion Lab is not responsible for injuries or damages caused by improper use.
4. After training, Users must clean and disinfect their area and equipment and return items appropriately.
5. Motion Lab and staff are not liable for Users’ personal belongings left on premises or lockers. Users must remove all belongings after use.
6. Repeated or serious violations of rules, especially regarding safety, hygiene, equipment use, or polite behavior, may result in warnings, temporary service denial, or membership termination without refund.
    

Payment for Services

1. Users can pay for services via cash, card, online, or bank transfer.
2. Motion Lab issues invoices according to Croatian tax and accounting regulations, which may be electronic and sent by email.
3. Motion Lab may send payment orders after service provision, with electronic invoices issued upon payment.
4. Routine and Premium membership payment methods must be selected at contract signing, either lump sum or installments.
5. For installments, Users must provide valid card details for automatic monthly billing over six months (1/6 of total fee monthly), reflecting any applied discounts.
6. Disputes regarding invoice amounts or content must be submitted in writing within 15 days of invoice receipt. Otherwise, invoices are deemed accepted.
7. Late payments may incur statutory interest and service suspension until settled.
    

Contract Termination

1. Motion Lab may terminate contracts if the User repeatedly breaches Terms or fails to pay despite warnings.
2. Routine or Premium members who do not pay monthly fees within 7 days receive written notice, and failure to pay within the following 7 days allows unilateral contract termination and early termination fees.
3. Termination becomes effective upon written notice delivery; Users forfeit any prepaid fees regardless of service use.
4. Users may terminate membership early without penalties and receive proportional refunds only for justified reasons substantiated by credible evidence, such as permanent injury or illness, relocation beyond service reach, significant job loss, or other force majeure events accepted by Motion Lab.
5. Users can terminate membership anytime without reason but forfeit any remaining prepaid fees unless otherwise stated.
    

Early Termination Fees

1. Users terminating due to non-payment must settle all debts including early termination fees calculated as the sum of discounts granted for multi-month commitments.
2. Failure to settle may lead to legal collection actions.
    

Dispute Resolution

1. Disputes are primarily settled amicably.
2. Courts in Zagreb have jurisdiction for unresolved cases.
    

Final Provisions

1. These Terms apply to all services provided and form integral parts of contracts.
   Motion Lab may amend these Terms anytime, notifying Users clearly via website, app, or email.
2. Amendments take effect upon publication unless otherwise specified.
3. Continued use implies acceptance.
4. Invalidity of any provision does not affect the rest.
5. Croatian law applies.
6. Effective from June 27, 2025, applying 7 days after publication.

In Zagreb, June 26, 2025.