Frequently Asked Questions about the Rondom app

That depends on the type of programme. Some programmes are covered by basic health insurance if you meet the conditions. Other forms of support are paid for by you.

Yes. For programmes that you pay for yourself, the costs are often linked to the duration of the programme and the number of sessions. We will discuss the options with you in advance.

Are you taking part in a Combined Lifestyle Intervention (GLI)? If so, the reimbursement will not count towards your excess.

Different rules may apply to other forms of lifestyle support, such as the Stop Smoking Programme. Whether the reimbursement is deducted from your excess depends on your health insurer and your insurance policy.

Yes. There are also programmes that you can follow yourself without any reimbursement. Together, we will look at what form of support is most suitable.

Yes. For treatments that are not fully reimbursed, we will inform you in advance about the costs and options.

The CooL programme is intended for adults who are eligible for a Combined Lifestyle Intervention (GLI). Certain conditions apply. Together, we will assess whether the programme is suitable for your situation.

Yes. To take part in the CooL programme, you will need a referral from your GP or medical specialist.

No. The programme focuses on a healthier lifestyle in the long term. Weight may change during the programme, but the emphasis is on sustainable habits relating to diet, exercise, behaviour and daily life.

Sometimes, during the programme, there is a need for extra support. In that case, we will work with you to determine what additional support might be appropriate.

CooL is a programme that lasts two years. This allows time to build new habits and makes it easier to stick to the changes.

The programme consists of a combination of individual support and group sessions. This allows for both personal goals and the sharing of experiences.

That doesn’t necessarily have to be a problem. Together, we’ll look at how you can get back on track with the programme and what options are available.

Yes. The CooL programme is covered by basic health insurance if you meet the eligibility criteria. Taking part in the CooL programme does not count towards your excess.

During the BeweegKuur programme, you will work with several healthcare professionals. The lifestyle coach will support you in making behavioural changes and adopting healthy habits. You may also receive support from a physiotherapist and a dietitian. The type of support you receive will depend on your situation.

This varies from participant to participant and is tailored to your personal situation. During the initial consultation, we will discuss what the programme involves and what support is appropriate.

BeweegKuur is available at our Bodegraven and Veenendaal centres.

No. BeweegKuur is not a sports programme. The programme helps you to gradually develop healthier habits relating to exercise, nutrition and daily behaviour.

During the initial consultation, we will discuss your health, lifestyle, goals and what you need to take the next steps. Based on this, we will draw up a plan for the way forward together.

Yes. A referral is always required to take part. Together, we will look at which conditions apply.

BeweegKuur is specifically designed to suit what is achievable for you. You don’t need to be sporty or fit to get started. Together, we’ll find a way of exercising that suits you.

During the maintenance programme, the focus is on sustaining the changes. You will look at how new habits fit into your daily life and how you can prevent a relapse.

BeweegKuur forms part of the Combined Lifestyle Intervention (GLI). If you meet the eligibility criteria, participation is covered by your basic health insurance. Participation in BeweegKuur does not count towards your excess.

During the initial phase, you will actively work on making lifestyle changes. You will receive guidance on exercise, nutrition and behaviour, and learn to build new habits step by step.

The number of sessions varies throughout the programme. You will receive information in advance about the structure and schedule.

No. The programme does not focus solely on exercise. It also addresses diet, behaviour and the development of habits that you can maintain in the long term.

If you meet the eligibility criteria for a GLI programme, the costs of the programme will be covered by your basic health insurance. Participation in the SLIMMER programme does not count towards your excess.

Yes. A referral is required to take part in the SLIMMER programme.

That can happen. Please get in touch with us so that we can work out together how you can continue with the process.

Sometimes, during the process, it becomes apparent that additional support is desirable. Together, we will discuss which options are suitable.

Sometimes it becomes apparent during the process that additional support is desirable. Together, we will discuss which options are suitable.

No, not usually. In many cases, you can register directly. Different conditions may apply for specific reimbursement options.

Yes. Once the programme has been completed, you can arrange individual coaching sessions whenever you need extra support or a follow-up session.

That depends on your goals, the level of guidance you feel comfortable with and how much support you would like to receive. Together, we’ll work out which programme suits you best.

Yes, that’s always possible. If it turns out that you would like more support, we’ll look at what additional support would be appropriate together.

Yes. One-off coaching sessions may be suitable if you would like occasional support without committing to a full programme.

You decide this together with your lifestyle coach. The support is tailored to your needs and goals.

That varies from person to person. Topics may include, for example, diet, exercise, sleep, relaxation, energy, stress and daily habits.

There is no fixed duration. The length of time depends on your needs, your goals and the type of support you choose.

Yes. You can take part in the Duo lifestyle coaching programme with someone close to you. For example, your partner, a family member or a friend. It is important, however, that you are both motivated to work on changing your lifestyle.

That depends on your goals, the level of guidance required and how much support feels appropriate. Together, we’ll work out which programme is the best fit.

Yes, that’s always possible. If it turns out that extra support would be helpful, we’ll look at what additional support would be suitable together.

Yes. Once the programme has been completed, you can schedule individual coaching sessions whenever you need extra support or a follow-up session.

No. You do not need to have exactly the same goal. However, it does help if you can support one another and are willing to work together towards healthier habits.

That’s perfectly normal. Everyone changes at their own pace. During the support programme, attention is paid to what each of you needs.

That depends on the package chosen, the number of sessions and the duration of the support.

Yes, that is certainly possible. Please contact us to discuss the options.

A reference is not necessary, but is of course permitted.

Yes, often. If you are insured with VGZ, the programme will be fully reimbursed in 2026. Reimbursement may vary with other insurers. See the page ‘Reimbursements for the Combined Lifestyle Intervention’ for more information.

This is because, by 2026, we will not yet have contracts with all health insurers. Consequently, not every insurer will reimburse the same amount.

That is possible. Whether you need to pay out of pocket depends on your health insurer and your policy. We will always let you know in advance if you will have to pay any excess. We also advise you to contact your health insurer. That way, you can be sure which reimbursement applies to your situation.

Before you start, we always discuss the programme’s costs, the expected reimbursement and any amount you may have to pay yourself. We also advise you to contact your health insurer. That way, you can be sure which reimbursement applies to your situation.

That depends on the type of support and the options available. Please contact us to discuss what would be most suitable.

Sometimes aids such as nicotine replacement therapies or medication can provide support when giving up smoking. The type of support that is appropriate varies from person to person and is always agreed with a healthcare professional.

A relapse does not mean that the programme has failed. Giving up smoking is often a process. Together, we will look at what you need to get back on track.

During the programme, you will receive guidance on changing your habits and dealing with moments when you would normally smoke. You will work step by step towards giving up and staying smoke-free.

Some people quit on their own. Others find that support helps them to stay motivated, cope better with difficult moments and stick with the changes for longer.

The programme lasts 3 months. This is followed by a 1-year aftercare programme. Appointments also take place during the aftercare programme.

Medicines and nicotine-based products can help you give up smoking. They help reduce your craving for cigarettes and can alleviate withdrawal symptoms. There are two types of aids:

1. Nicotine replacement therapies (NRT) You can buy these yourself at a chemist’s or pharmacy. For example, nicotine patches or nicotine gum.
2. Prescription medicines These are prescribed by your GP or specialist.

Nicotine replacement therapies are aids such as patches, chewing gum or lozenges. These contain a small amount of nicotine, but not the other harmful substances found in tobacco. They come in various forms:

• Plasters These release nicotine through the skin at intervals throughout the day.
• Chewing gum or lozenges You use these at times when you really feel the need for a cigarette.

This varies depending on the health insurer and your policy. Sometimes the costs are reimbursed in full or in part, and sometimes not at all. The conditions for reimbursement may also differ from one health insurer to another. We will provide you with as much information as possible about reimbursement before the programme starts. Are you unsure about your reimbursement? If so, please contact your health insurer and check your policy. That way, you can be sure which reimbursement applies to your situation.

A support tool alone is often not enough to enable you to give up smoking for good. Changing habits and behaviour plays an important role.

That is why, as part of our Stop Smoking Programme, you will receive support from a coach. In many cases, your health insurer will only reimburse the cost of aids if you are also taking part in the Stop Smoking Programme.

Usually, yes, but in some situations extra caution is needed. For example, if you are pregnant, have heart problems or high blood pressure.

You should therefore always discuss with your doctor whether smoking cessation aids are suitable for your situation.

Together with your coach, you will discuss which support tools you would like to use and what is best suited to your situation.

Your coach will enter this information on a form which you will take to your GP. The GP will then assess whether this option is suitable for you.

There are also medicines that are only available from a GP or specialist. Examples of these include bupropion and varenicline.

These medicines act on the brain. As a result, you may feel less of a need for a cigarette and smoking may feel less pleasant.

During the initial consultation, we will discuss together whether this is suitable for your situation.

Yes, some people experience side effects when using smoking cessation aids.

With nicotine patches, for example, this may include a dry mouth or red skin. With prescription medicines, side effects such as difficulty sleeping or headaches may occur.

Your coach will guide you in using the aids and will help you find solutions if you experience any side effects.

Yes. If you take part in our stop-smoking programme, you can make immediate use of stop-smoking aids.

Together with your coach, you will discuss which resources are best suited to your situation.

One-off coaching sessions are suitable if you need temporary support, a little extra help or a moment to reassess your direction.

That varies from person to person. Some people find that one or a few sessions are enough, whilst others opt for more support spread over a longer period.

Yes. Coaching sessions can often be effectively combined with an ongoing lifestyle programme.

The costs depend on the number of sessions and the duration of the support. We will inform you in advance about the options and rates, so that you know exactly where you stand.

You decide this together with your lifestyle coach. Discussions may, for example, cover habits, motivation, energy, balance, nutrition, exercise, sleep or sustaining change.

No. Sometimes you already know exactly what you want to work on, and sometimes you don’t. During our discussions, we’ll work together to identify what’s important to you.

You arrange appointments when additional support is required. There is no set frequency.

Weight-loss medication can, in some situations, help with weight loss. This is always assessed on the basis of your health, lifestyle and personal circumstances. Medication is not suitable for everyone.

The lifestyle coaches at Rondom Leefstijl do not prescribe medication for weight loss. Our lifestyle coaching focuses on supporting lifestyle changes. Medication is not routinely used as part of lifestyle coaching. If there are any questions about weight-loss medication, we will work with you to determine which approach or healthcare provider is most suitable.

No. Medication alone is no substitute for lifestyle coaching. When medication is prescribed, attention to diet, exercise, behaviour, sleep and daily routines remains important.

Medication alone is often not enough to bring about lasting change. Developing habits that fit in with your daily life remains important for long-term results.

No. Whether discontinuing medication is appropriate depends on several factors. Your health, previous attempts, your goals and the potential benefits and drawbacks are all taken into account.

Yes. Lifestyle coaching can provide support in adopting and maintaining healthy habits whilst taking medication.

That depends on the type of medication, the conditions and your insurance. Not all medication is reimbursed and sometimes additional conditions apply.

If you have any questions about unused medication, we will first discuss your situation, goals and expectations. We will then work with you to determine what support or next steps are appropriate.

Not always. The aim remains to work towards a lifestyle that you can maintain as well as possible. How long any medication is taken for varies from person to person.

After you’ve stopped, it remains important to pay attention to your habits and lifestyle. That’s why, during our support programme, we don’t just look at short-term results, but also at what you can maintain in the longer term.

The app is suitable for anyone who wants to work towards a healthy lifestyle.

Are you following a lifestyle programme with Rondom Leefstijl? If so, you can use the app for extra support during your programme. Even if you haven’t followed a lifestyle programme, you can take out a subscription and use the app independently.

The Rondom app helps you work towards a healthy lifestyle, step by step. You’ll find practical information, inspiration and tools to support you in achieving your personal goals. You can also stay in touch with a lifestyle coach and share experiences with other users.

No. It is up to you whether you want to use the app. The app is intended as additional support and helps you to stay focused on your lifestyle even between your appointments.

Would you like to use the app independently? If so, you’ll need to take out a subscription. Various rates apply. On the registration page, you will find an up-to-date overview of the subscription fees.

Are you following a lifestyle programme with Rondom Leefstijl? If so, you can use the app for free.

Yes. Once your lifestyle programme has finished, you can simply continue to use the app with a subscription. This means you’ll still have access to all the tools, inspiration and support in the app even after your coaching has ended.

Yes. Even if you haven’t followed a lifestyle programme with Rondom Leefstijl, you can still take out a subscription. This allows you to work on your health independently, making use of all the features the app has to offer.

The costs depend on your situation.

Have you followed a lifestyle programme with Rondom Leefstijl? If so, you’ll pay a lower subscription fee than if you were using the app independently. A special introductory rate applies to both subscriptions in the first year. You’ll find the current rates on the registration page.

The app offers various ways to help you maintain a healthy lifestyle. For example, you can:

• chatting with a healthcare professional;
• join the community;
• take part in personal challenges;
• track your daily activity;
• earning points for healthy choices;
• watch videos, read articles and take part in other inspiring activities.

You can choose which elements to use and what suits you best at that moment.

Yes. You can easily get in touch with a lifestyle coach from Rondom Leefstijl via the chat function. Do you have a question, would you like to discuss something, or could you do with some extra motivation? If so, you can send a message via the app.

The chat service is intended for brief enquiries and support. In the event of an emergency or medical symptoms, please always contact your GP.

The community is a place where users can meet, share experiences and motivate one another. You can join various groups and draw inspiration from others who are also working towards a healthy lifestyle.

Yes. The Rondom app is available for both iPhone and Android. Once you have registered, you will receive instructions on how to create your account and install the app.

Yes. You can link the app to the health app on your phone. This way, your daily steps are automatically tracked and you can easily monitor your progress.

Yes. By getting actively involved, you can earn points. You can redeem these points for various rewards within the app.

You can easily register via the registration form on our website. Choose the subscription that suits your situation. Once you have registered, you will receive an email from us with further instructions.

You can cancel your subscription at any time via the cancellation form on our website. Once we have received your cancellation request, we will send you a confirmation. Your subscription will then be terminated in accordance with the agreed terms and conditions.

iPhone: https://apps.apple.com/nl/app/rondom/id6535682493

Android: https://play.google.com/store/apps/details?id=nl.rondom.inbedrijfapp&hl=nl

On the login screen, click on ‘Forgotten your password?’. You will then receive an email allowing you to set a new password.

Please contact us via the chat function in the app. Are you unable to log in? If so, please contact Rondom. We’ll be happy to help you.

No. De Route offers additional support for your daily life. Your GP or specialist remains responsible for the diagnosis and treatment of cancer. However, with your consent, the case manager will, where necessary, liaise with your healthcare providers to ensure that the support is well co-ordinated.

The Oncology Route is still under development. The launch date has not yet been announced. Would you like to know when the Oncology Route will be available? If so, please complete the expression of interest form this page in. We will let you know as soon as we have more information about the launch.

The Oncology Route is for adults living with or after cancer who, alongside their medical treatment, are seeking support in their daily lives.

De Route can provide additional support for your daily life. Your existing treatment will continue. With your consent, we will liaise with your other healthcare providers where necessary.

The Mental Challenges Route is still under development. The start date has not yet been announced. Would you like to know when the Mental Challenges Route will be available? If so, please complete the expression of interest form this page in. We will let you know as soon as we have more information about the launch.

The Mental Health Challenges Programme is intended for adults with mild to moderate mental health issues. You do not need an official diagnosis. The Programme may also be suitable if mental health issues are linked to physical symptoms, work-related stress, bereavement or a prolonged period of overwork.

The Mental Health Challenges Programme is not intended for serious mental health issues or a crisis. In such cases, help from a GP or specialist mental health services is required.

The Chronic Pain Programme is intended for adults who have been experiencing pain for more than three months, or whose pain is lasting longer than expected during recovery. In addition to the care provided by their GP, medical specialist or pain clinic, they are seeking help with their daily lives.

De Route does not focus on a single type of pain or a single diagnosis. We look primarily at how long you have been in pain, how this affects your daily life and what you would like to improve.

Yes. The healthcare professionals within the Chronic Pain Programme have expertise in their own specialist fields. In addition, they have undertaken further training on chronic pain, its impact on daily life and collaboration with other healthcare professionals.

The case managers have also been specially trained for their role within the Route. They understand the impact that long-term pain can have on, for example, mobility, sleep, energy levels, work and daily activities. This enables them to work with you to determine what support is right for you and when consultation with your GP, specialist or pain clinic is required.

Reducing pain can be an important goal, but it is not the only one. With chronic pain, it is also important that you regain control, feel more confident about moving and are able to gradually build up your activities again.

We therefore focus primarily on what you want to be able to do again, even if the pain does not disappear completely straight away.

Yes. Fear that exercise might cause harm can lead you to do less and less. A physiotherapist can work with you to assess what is safe and achievable. You’ll build up your exercise gradually, step by step, so that you regain confidence in your body.

Yes. Long-term pain can affect your working hours, posture, concentration, energy levels and recovery. An occupational therapist can work with you to develop a manageable daily routine, adapt your tasks and achieve a better balance between work and recovery.

Yes, the Chronic Pain Programme can complement the care you are already receiving. Your GP, specialist or pain clinic remains responsible for your medical treatment. With your consent, we will liaise with them where necessary.

No. Your GP, practice nurse, diabetes nurse or medical specialist remains responsible for your medical diabetes care. De Route focuses on providing additional support with everyday life. However, with your consent, the case manager will, where necessary, liaise with your medical care providers to ensure that the support is well co-ordinated.

The Diabetes Route is still under development. The launch date has not yet been announced. Would you like to know when the Diabetes Route will be available? If so, please complete the expression of interest form this page in. We will let you know as soon as we have more information about the launch.

The Diabetes Route is intended for adults who, in addition to their medical treatment, are seeking help with managing diabetes in their daily lives. The type of diabetes is irrelevant in this context.

The Reuma Route is for people with various forms of rheumatism who, alongside their medical treatment, are seeking support in their daily lives. The type of rheumatism you have does not determine the support you receive. We focus primarily on the challenges you face, what you wish to achieve, the medical care you are already receiving, and what suits your lifestyle.

Yes. The healthcare professionals have undertaken additional training on rheumatism, the ‘Rheumatism Route’ approach and collaboration with other healthcare professionals.

The case managers have also been specially trained for their role within the Rheumatism Route. They have knowledge of rheumatism and the impact it can have on mobility, fatigue, work and daily activities. This enables them to work with you to determine what support is appropriate and when consultation with your GP or rheumatologist is required.

Yes. Your GP or rheumatologist remains responsible for your medical care, such as examinations, medication and the treatment of rheumatism. The Reuma Route focuses on providing additional support in your daily life. With your consent, we will consult your GP, rheumatologist or other healthcare professional where necessary.

• These terms and conditions apply to paramedical care, appointments and products or services directly related to that care. They also apply if you book an appointment online.

1. The healthcare organisation named on your appointment confirmation, quotation or invoice is your contracting party. Other organisations within Rondom are not automatically parties to your appointment or treatment.
2. The law always takes precedence. Have we made a different agreement with you in writing regarding a treatment, programme, product, price or cancellation? If so, that specific agreement takes precedence over these general terms and conditions.

• Separate terms and conditions may apply, for example, to a standalone online shop, app, training course or business service.

1. An appointment is confirmed as soon as we have confirmed it, for example by email, text message, telephone or via a client portal.
2. Sometimes we first need to assess whether your request for help is suitable for the care we provide. If we cannot provide the care in a responsible or safe manner, or if it falls outside our area of expertise, we may decide not to start treatment or to give you different advice.
   - To enable us to provide good care, it is essential that you provide us with accurate and up-to-date details. This includes, for example, your name, contact details, insurance details, referral and payment details. Please also provide your healthcare provider with the information needed to treat you safely and appropriately.
   - If any necessary information, a referral, authorisation or payment is missing, we may postpone an appointment until this has been sorted out.
3. Due to illness, the closure of a venue or system failure, safety concerns or any other important reason, we may need to reschedule or amend an appointment, or have it carried out by another suitable healthcare provider. We will let you know as soon as possible and will endeavour to offer a suitable alternative.
4. A reminder by email or text message is an additional service. Even if you do not receive a reminder, a confirmed appointment remains valid.

1. In principle, you can cancel or reschedule an appointment free of charge provided we receive your cancellation at least 24 hours before the agreed start time. Does a different timeframe apply to your appointment? If so, we will make this clear to you in advance.
2. Please cancel your appointment using the method we specify, for example by telephone, by email or via the client portal. You are responsible for cancelling your appointment in good time.
3. Are you running late? If so, the appointment may be cut short. If there is not enough time left to provide the care properly, a new appointment may be necessary.
4. If you do not attend, or if you cancel too late, we may charge a fixed no-show fee, provided we have clearly informed you of this fee and the rules in advance. This fee does not constitute a healthcare service and cannot be claimed from your health insurer, local authority or any other payer.
5. In exceptional circumstances, we may decide not to charge the no-show fee, or not to charge it in full. This is a discretionary decision. You cannot derive any (automatic) right from this for future occasions.
6. For example, different cancellation rules may apply to group programmes, home visits or examinations for which we set aside specific time, space, materials or other professionals. We will inform you of these rules in advance.

• Prices for our products and services can be viewed on our website at any time.
• Whether your healthcare is reimbursed depends, amongst other things, on your insurance, policy, referral, authorisation, decision, contractual arrangements and personal circumstances. We provide you with the information we have and are required to provide, but we cannot guarantee reimbursement by another party.

1. You should therefore check your insurance or other reimbursement arrangements yourself if there is any doubt about this. Has payment been refused due to incorrect or missing information on your part, a missing required referral or insufficient cover? In that case, you may be liable for the costs, provided this was made clear in advance and the law permits it.
2. If a payment is declined or a chargeback is issued due to an error on our part, we will not automatically charge you for those costs.

• Rates may change for future care. A new rate does not apply retrospectively to care that has already been provided.

• You are responsible for paying the costs that, according to the law, your insurance or our agreements, are for your account. We may pass on your invoice to another party in order to ensure it is paid.
• Do we invoice you directly from Rondom? In that case, the standard payment term is 14 days from the invoice date, unless a different term is stated in advance or on the invoice. If we work with a billing partner such as Infomedics, the payment terms and instructions will be stated on the billing partner’s invoice.

1. Do you think an invoice is incorrect? Please let us know as soon as possible. A complaint about the care provided does not automatically mean that you do not have to pay the invoice. In principle, the part of the invoice that is not in dispute remains payable.

• If you do not pay on time, we will first follow the legal procedures for a free reminder. After that, statutory interest and collection charges may be applied.
• If you have payment difficulties, we can agree on a payment plan in consultation with you. We are not obliged to agree on a payment plan with you in every situation.

2. For non-insured care, bespoke products or other orders for which we incur costs in advance, we may ask for a deposit or advance payment. We will inform you of this in advance.
3. Have previous bills remained unpaid despite reminders? In that case, we may request advance payment or alternative payment arrangements for new, non-urgent appointments. Stopping or postponing ongoing treatment is only possible if permitted by law and in accordance with the duty of care.

1. In the case of an aid or bespoke product, such as an insole, orthosis or other personalised device, we will inform you in advance as clearly as possible about the product and the costs.
2. The invoice for a medical aid or bespoke product can be sent as soon as you have given your approval and we start the order or production. The medical aid does not need to be ready or delivered at that point. The payment terms on the invoice will then remain valid, unless we have agreed otherwise with you.
3. Have you agreed to a production run or order and subsequently cancelled it? If we have already incurred costs that cannot be avoided, we may charge you for those reasonable costs, provided this has been clearly stated in advance.

• Any delivery time quoted is the best possible estimate. A delay does not automatically entitle you to compensation. If the product ultimately cannot be delivered, we will refund the amount you have already paid for the undelivered part.

4. Use and maintain the aid in accordance with the instructions. Please report any issues with fit, use or quality in good time, so that we can assess what is required.

• We will announce any additional warranty or adjustment arrangements separately. Your statutory rights remain unaffected.

• Our healthcare providers work in accordance with the applicable legislation, professional codes of conduct and professional standards. We do our best to provide good care. We cannot guarantee treatment outcomes, freedom from symptoms, the exact duration of treatment or full reimbursement.
• The healthcare provider decides, based on their professional responsibility, which care is appropriate and safe. You cannot expect us to carry out an examination, treatment or provide a product if the healthcare provider does not consider this to be appropriate or safe.

1. Provide any information that is important for your treatment and follow reasonable instructions for use and safety. Report any significant changes or problems in good time.

• If damage occurs partly because important information was not provided, reasonable instructions from us were not followed, or a medical device was used in a manner other than agreed, this may be taken into account when determining who is liable, to the extent permitted by law.

2. In the event of aggression, threats, intimidation or any other unsafe situation, a healthcare provider may immediately terminate an appointment and take appropriate safety measures. We will only terminate an ongoing course of treatment in accordance with the applicable rules.
3. Are we referring you to an independent healthcare provider who does not work on our behalf? In that case, you will, in principle, have a separate treatment relationship with that healthcare provider. That healthcare provider is responsible for your treatment.

1. We are liable for damage if the law stipulates that such damage can be attributed to us. The mere fact that a treatment does not produce the desired result does not mean that we have made a mistake.
2. If we have to reschedule or cancel an appointment due to illness, force majeure or any other situation that could not reasonably have been prevented, we will not, in principle, reimburse any indirect costs, such as travel, parking or leave costs, unless we are required to do so by law.
3. In the event of, for example, a technical fault, closure of a site, illness, emergency or unsafe situation, we may adjust, relocate or temporarily suspend care. We will endeavour to offer a suitable alternative wherever possible.

• Have you paid in advance for care that was ultimately not provided and will not be made up for? If so, we will refund the amount for that part of the care that was not provided.
• We accept no liability for damage, theft or loss of your belongings in the waiting room or treatment room.
• These terms and conditions do not exclude any liability or patient rights that we are not permitted by law to exclude.

• We handle your personal data and health information with care. Our privacy statement explains how we do this. You can find this statement on our website.

1. Agreeing to these terms and conditions is not the same as giving consent to the use of data where separate consent is required by law.

• Are you dissatisfied with the care you have received? If so, you can make use of the complaints procedure of the healthcare organisation treating you. The website explains how to lodge a complaint and where to contact a complaints officer or dispute resolution body.

2. These terms and conditions do not replace your statutory patient rights.

1. We may amend these terms and conditions for future appointments or care. The new version will be made available before it comes into effect. We will not retrospectively alter existing rights or obligations to your detriment.
2. If any part of these terms and conditions is invalid or unenforceable, the remaining parts shall remain in force to the extent possible.
3. Our agreement is governed by Dutch law. Any dispute shall be dealt with by the court or dispute resolution body with jurisdiction under the law.
4. Do you have any questions about these terms and conditions? If so, please contact the healthcare organisation using the details on your appointment confirmation, invoice or website.

We use cookies and similar technologies on our website. In this cookie policy, we explain what types of cookies we use, why we use them and what choices you have in this regard.

This cookie policy applies to the entire Rondom Lopen Groep website and the pages that form part of this website.

For information on how we process personal data, please refer to our privacy statement.

Cookies are small text files that may be stored on your computer, tablet or mobile phone when you visit a website.

In addition to cookies, similar technologies may also be used, such as pixels, tags and local storage in your browser. In this cookie policy, we use the term ‘cookies’ to refer to these technologies for the sake of convenience.

Cookies may, for example, be necessary to ensure the website functions properly, to remember your preferences, to gain an insight into how the website is used, or to measure the results of campaigns.

We distinguish between the following categories:

Essential and functional cookies

These cookies are necessary for our website to function properly and securely.

They are used, for example, for:

• the proper functioning of the website and forms;
• remembering your cookie preferences;
• website security;
• the technical functioning of pages and sections of the website.

We do not ask for consent for cookies that are strictly necessary for the website to function.

CookieYes also uses a necessary cookie to remember your cookie preferences.

Analytical cookies

Analytical cookies give us insight into how our website is used. We can use them, for example, to analyse:

• which pages are visited;
• how visitors navigate the website;
• the channels through which visitors arrive at our website;
• which parts of our website are used effectively or less effectively.

We can use Google Analytics 4, amongst other tools, for this purpose.

Insofar as consent is required for analytical cookies, these will only be activated once you have given your consent via our cookie banner.

Marketing and advertising cookies

With your consent, we may use marketing cookies and similar techniques.

In doing so, we can, for example, make use of the services of:

• Google Ads;
• Meta, including Facebook and Instagram;
• LinkedIn
• Microsoft Advertising.

These techniques can be used, amongst other things, to:

• to gain an insight into the results of our campaigns;
• to measure whether an advert leads to a visit or action on our website;
• to identify target groups for campaigns;
• to better tailor adverts, where permitted, to relevant target groups.

Marketing cookies will not be set or activated until you have given your consent.

As we operate within the healthcare sector, we exercise caution regarding tracking on pages that may contain information about health, symptoms, treatments or healthcare enquiries. We wish to prevent sensitive information from being shared unnecessarily with advertising platforms or other external parties.

We use CookieYes as a platform for managing cookies and cookie preferences on our website.

When you visit our website for the first time, a cookie banner is displayed via CookieYes. Here, you can specify which non-essential cookies we are permitted to use.

You may:

• accept non-essential cookies;
• reject non-essential cookies;
• set your preferences by category.

Essential cookies remain active, as they are necessary for the functioning and security of our website and for remembering your cookie preferences.

Your cookie preferences are recorded so that we can respect your choices and, where necessary, demonstrate which choices have been made.

You can change your cookie preferences at any time or withdraw any consent you have previously given.

This can be done via ‘Cookie settings’ on our website. This allows you to reopen the CookieYes settings and adjust your previous choices.

It should be just as easy to withdraw your consent as it is to give it. When you withdraw your consent, the relevant cookies will no longer be set or read from that point onwards, insofar as this is technically possible.

You can also delete cookies via your browser settings. Withdrawing your consent has no effect on the processing that took place before you withdrew your consent.

Through CookieYes, we maintain an up-to-date overview of the cookies and similar technologies found and used on our website.

In this overview you can see, amongst other things:

• the name of the cookie;
• the provider or the domain;
• the purpose of the cookie;
• the category;
• the retention period.

* Browsers can limit the actual retention period of Google Analytics cookies. In browsers such as Chrome, this may in practice be less than two years.

As cookies and services are subject to change, this overview is periodically reviewed and updated.

We use external suppliers for certain functionalities, analyses and marketing activities.

Examples of this might include:

• CookieYes;
• Google;
• Meta;
• LinkedIn;
• Microsoft.

We use CookieYes to manage our cookie preferences and cookie banner.

Other external parties may, depending on your cookie preferences, use cookies or similar technologies for purposes such as analytics, functionality or marketing.

In some cases, these external parties may also process personal data for their own purposes. The privacy and cookie policy of the party in question may also apply to such processing.

We assess which external services we use on our website and aim to work only with parties that can implement appropriate privacy and security measures.

Some external suppliers may be based outside the European Economic Area or use infrastructure outside the EEA.

Where personal data is processed outside the EEA, we ensure that there is a valid legal basis for this and, where necessary, appropriate safeguards are in place.

This can be done, for example, on the basis of:

• an adequacy decision by the European Commission;
• the EU-US Data Privacy Framework, provided that the relevant US organisation is a valid participant in it;
• standard contractual clauses approved by the European Commission;
• other legally permitted guarantees.

Which terms and conditions apply depends on the supplier and service in question.

You can also manage or delete cookies yourself via your browser settings.

For example, you can configure your browser so that:

• cookies are automatically deleted;
• certain cookies are blocked;
• you are notified before a cookie is set.

If you block essential cookies, this may result in certain parts of our website not functioning properly.

Our website, the technology we use and the services provided by external suppliers may change. We may therefore amend this cookie policy from time to time.

You will always find the most up-to-date version on this page. At the top, we state when the cookie policy was last updated.

Do you have any questions about the use of cookies or the processing of your personal data? If so, please contact us:

Rondom Lopen Group
Hooge Zijde 17
5626 DC Eindhoven

Email: fg@rondomlopengroep.nl
Telephone: 088-1180500

Further information on the processing of personal data can be found in our privacy statement.

These terms and conditions mainly concern appointments, costs, payment and a few practical rules. Your statutory rights as a patient or client remain in force at all times.

In these terms and conditions, “we” refers to the Rondom healthcare organisation named on your appointment confirmation, quotation or invoice. “You” refers to the patient or client. If someone else makes an appointment or pays on your behalf, the terms and conditions apply to that person to the extent that this is legally applicable.

At Rondom, we believe it is important to handle personal data with care. This is particularly true as various organisations within Rondom operate in the healthcare sector and, in doing so, also process health data.

This privacy statement applies to Rondom Holding B.V. and the organisations listed below, which form part of the group under Rondom Holding B.V., insofar as they process personal data via this website, our online services or in connection therewith.

The various organisations operate jointly under the name Rondom Lopen Groep. Rondom Lopen Groep is our group name and is not, in itself, the legal data controller.

Not every organisation within the group is responsible for every data processing operation. Which organisation is responsible for your personal data depends on the service you use, the care you receive or the form you complete. For forms and specific services, it is indicated where relevant which organisation the data is being collected for.

The following organisations are covered by this privacy statement:

Rondom Holding B.V. | 84512288 | ’t Koendert 8, 3831 RB Leusden
Rondom Podotherapeuten B.V. | 84407646 | ’t Koendert 8, 3831 RB Leusden
Podotherapeutisch Centrum Rondom B.V. | 54922801 | ’t Koendert 8, 3831 RB Leusden
Rondom Ergotherapeuten B.V. | 96853905 | Hooge Zijde 17, 5626 DC Eindhoven
Rondom Leefstijl B.V. | 72165235 | Hooge Zijde 17, 5626 DC Eindhoven
Rondom Service Center B.V. | 87123711 | ’t Koendert 8, 3831 RB Leusden
Rondom Psychologen B.V. | 91146097 | Hooge Zijde 17, 5626 DC Eindhoven
Rondom in Bedrijf B.V. | 91523338 | Hooge Zijde 17, 5626 DC Eindhoven
Daadkracht Psychologie B.V. | 98043706 | Hoge Ham 68, 5104 JH Dongen
ONS Psychologie B.V. |91237343 | Hooge Zijde 17, 5626 DC Eindhoven

Where we refer to ‘Rondom’, ‘we’ or ‘us’ in this privacy notice, we mean the organisation within this group that is responsible for the processing in question.

This privacy statement does not automatically apply to individual websites to which we link and which are managed by another organisation. When you leave our website and visit another website, that website’s privacy statement applies.

Do you have any questions about the processing of your personal data, or would you like to exercise your data protection rights? If so, please contact our Data Protection Officer via:

Email: fg@rondomlopengroep.nl
Telephone: 088-1180500

Correspondence address:
Rondom
Hooge Zijde 17
5626 DC Eindhoven

The personal data we process depends on the reason why you are using our website, healthcare or services.

This may include, amongst other things:

• name, address and place of residence;
• email address and telephone number;
• date of birth;
• appointment details;
• information required to place an order;
• payment and billing details;
• information regarding your enquiry or interest in a Health Route or other services;
• information you provide when registering for care, support or a treatment group;
• information you enter in a contact or complaints form;
• information you provide when applying for a job, including your CV and cover letter;
• your preferences regarding newsletters and other communications;
• information about your cookie preferences;
• IP address and other technical data relating to the use of our website, insofar as this data is processed.

Health data
When you receive care from us or register for certain types of care, we may also process your health data.

This could, for example, refer to:

• information about your health and symptoms;
• medical history;
• diagnoses;
• research data;
• treatment data;
• treatment plans;
• treatment outcomes;
• information about the function or condition of, for example, feet, ankles, knees, hips or legs;
• pressure measurement data;
• ultrasound images;
• other medical images;
• information necessary for the delivery and evaluation of your treatment.

Health data is a special category of personal data. Additional legal requirements apply to this data, and we handle it with extra care.

We ask that you only provide medical or other sensitive information when specifically requested to do so in a designated form or secure healthcare process.

For general contact forms and free-text fields, we ask that you do not include your BSN, a copy of your ID or any unnecessary medical or other sensitive information.

Make an appointment
When you book an appointment online, we use the information required for this purpose to:

• to book your appointment;
• to confirm your appointment;
• to contact you regarding the appointment;
• to prepare for the appointment;
• to include your details in your patient record where necessary.

When our appointment scheduler forwards data directly to the designated system, the website does not also store it as a separate form submission.

Ordering insoles
When you order insoles via our website, we use your details to:

• to fulfil the order;
• to link the order to the correct client or patient;
• to contact you regarding the order;
• to process the order administratively;
• to record relevant information in the electronic patient record (EPD) where necessary;
• to handle payments and financial administration.

Health pathways, treatment groups and other healthcare registrations
When you register for or express an interest in a Health Programme, treatment group or other form of care or support, we use your personal data to:

• to register your enquiry or interest;
• to get in touch with you;
• to assess your request for assistance;
• to determine which next step may be appropriate;
• to organise an initial assessment or care pathway.

Where this actually results in healthcare being provided, the necessary details are recorded in the relevant healthcare record.

Contact forms
When you fill in a general enquiry form, we use your details to:

• to deal with your enquiry or request;
• to get in touch with you;
• by forwarding your enquiry, where necessary, to the appropriate organisation or member of staff within Rondom.

Complaints
When you submit a complaint via our website, we use your details to:

• to register your complaint;
• to investigate the complaint;
• to deal with the complaint;
• to keep in touch with you regarding the processing.

As a complaint may contain medical or other sensitive information, the information is only made available to those who need it to deal with the complaint.

Medically relevant information from a complaint is only included in the patient’s medical record if this is necessary for the provision of care or record-keeping. In principle, the complaints file itself is kept separately from the medical record.

Rondom app
When you sign up for or cancel a Rondom app or a similar online service via our website, we use your data to process your registration or cancellation and, where applicable, to manage your account.

Webinars, activities and meetings
When you register for a webinar, meeting or other activity, we use your details to:

• to process your registration;
• to send a confirmation;
• to provide practical information;
• to inform you of any changes;
• to organise the activity.

Registering for an activity does not automatically mean that you are also signing up for future newsletters or commercial communications.

Newsletters and marketing
When you voluntarily subscribe to a newsletter or other marketing communications, we use your contact details to send you this information.

If we use your consent for this purpose, you may withdraw this consent at any time.

We do not use data from patient records or medical information for general commercial marketing purposes.

Apply for a job
When you apply via our website, we use your details to:

• to assess your application;
• to keep in touch with you;
• to organise interviews and other parts of the recruitment process;
• to determine whether we can offer you a position.

If, following the recruitment process, we wish to retain your application details for a longer period in order to potentially contact you regarding a future vacancy, we will seek your separate consent for this.

Website and search feedback
When we ask you whether the information on our website was helpful, or when you provide feedback on search results via a simple function, we use this information to improve our website and the information we provide.

We aim to process as little personal data as possible for this purpose. Where possible, we use only aggregated or anonymised information.

We process personal data only where there is a valid legal basis for doing so under the General Data Protection Regulation (GDPR).

Depending on the situation, the processing may be based on:

Performance of a contract or steps leading up to a contract
For example, when you:

• makes an appointment;
• orders soles;
• registers for an activity;
• We would like to contact you regarding a service;
• registers for care or support.

A legal obligation
As a healthcare provider and a business, we are required by law to process and retain certain data. This may apply, for example, to medical records and our financial records.

A legitimate interest
In certain cases, we process data because this is necessary for a legitimate interest of Rondom or another party, and your privacy interests do not override this.

This may apply, for example, in the following cases:

• answering general enquiries;
• the security of our systems;
• the prevention of abuse;
• improving and organising our services.

Permission
We require your consent for certain processing activities.

This may apply, for example, to:

• newsletters and certain marketing communications;
• retaining application data for longer for future vacancies;
• certain forms of medical and scientific research;
• the use of recognisable photographs or video footage;
• non-essential cookies and tracking techniques.

When we process personal data on the basis of consent, you may withdraw that consent at any time.

Health data and other special categories of personal data
For health data, in addition to a standard legal basis under the GDPR, a statutory exception to the prohibition on processing special categories of personal data is also required.

In the context of healthcare provision, for example, data processing may be necessary for the provision, organisation and administration of healthcare, whereby the data is processed by, or under the responsibility of, persons bound by a professional duty of confidentiality.

Virtually everything we know about illness, health and effective care has been partly developed through medical and scientific research.

Within certain healthcare organisations belonging to Rondom, we can therefore contribute to scientific research aimed at improving healthcare, treatments and knowledge about symptoms, conditions and treatment outcomes.

Data collected during routine care may be used for this purpose, such as:

• medical data;
• research data;
• diagnoses;
• treatment data;
• treatment outcomes;
• pressure measurement data;
• ultrasound images;
• other medical images.

Research for which we are seeking separate consent
For some studies, we expressly ask for your consent in advance.

This applies, for example, when:

• additional measurements or procedures will be carried out on you as part of the study;
• additional personal data is collected specifically for the research;
• The nature of the study requires that you give your separate consent to take part.

In that case, you will receive information about the specific study before you decide whether you wish to take part.

Participation is voluntary. Not taking part will not affect your treatment.

Reuse of existing medical data
In certain cases, medical data and imaging material collected during your treatment may be reused for statistical or medical-scientific research in the field of public health without separate consent being sought again for that specific reuse.

This is not automatically permitted simply because the data already exists.

Use or disclosure without separate authorisation is only permitted if the applicable legal conditions are met.

In this regard, the following applies, amongst other things:

• the research must serve the public interest;
• the research cannot be carried out without the relevant data;
• it is not reasonably possible to seek consent, or, given the nature and purpose of the research, it cannot reasonably be expected;
• appropriate measures will be taken to protect your privacy;
• where required by law, data shall be provided in such a form that identification of individual persons is reasonably prevented;
• you have not expressly objected to the use or disclosure of your data for this purpose.

We assess on a case-by-case basis whether these conditions are met and what legal basis and additional safeguards are required.

Where the law stipulates that a note must be made in the medical record regarding a service provided for research purposes, we do so.

Data protection in research
We do not process more personal data for research purposes than is necessary.

Where possible:

• we immediately remove any identifying details;
• We pseudonymise research data;
• We anonymise data when identification is no longer necessary;
• We restrict access to those who require the data for the research.

Pseudonymised data Personal data is retained for as long as it is still possible to trace it back using additional information.

Data is only considered anonymous when it can no longer, within reason, be traced back to an individual. The GDPR no longer applies to data that has been effectively and irreversibly anonymised.

When research results are published, we ensure that individual patients cannot be identified in them.

Objection to reuse for scientific research
Do you not wish your medical data already collected and, where applicable, medical imaging to be reused or disclosed for medical-scientific research without your separate consent, where the law grants you a right to object?

In that case, you may object to this.

You can submit your objection via: wetenschap@rondomlopengroep.nl

For Rondom Podotherapeuten, you can also use the objection form available on our website for this purpose.

Your objection will be recorded so that it can be taken into account in future investigations. Where appropriate, this objection will be noted in your medical records.

Objecting to clinical research will not affect your treatment or your relationship with your healthcare provider.

Previously given consent for a specific study
If you have previously given separate consent to take part in a specific study, that consent is not automatically withdrawn simply because you later raise a general objection to the reuse of your data.

You can, however, withdraw your consent for a specific study.

Withdrawal does not affect the lawfulness of the processing that took place before you withdrew your consent.

If research data has already been effectively and irreversibly anonymised at the time of your request, we can no longer link it to you and are therefore unable to remove it from the research data as your individual data.

On our online forms, we explain why we need the personal data requested.

For example, the following mandatory tick box can be used on forms:

☐ I have read the privacy policy.

This tick is intended to confirm that you have been able to read the information regarding the use of your personal data.

It does not automatically mean that consent is the legal basis for the processing.

Where we actually require your consent for a specific and voluntary purpose, we will ask for it via a separate tick box or other distinct option.

This may apply, for example, to:

• newsletters and marketing;
• the storage of application data in a talent pool;
• specific participation in research;
• use or publication of recognisable photographs or video footage.

A consent box is not pre-ticked for you.

Not every form submission received via our website is automatically saved in the EPD.

Only forms for which this is necessary and for which a specific procedure or technical link has been set up are transferred to the EPD or another healthcare system.

This applies, for example, to:

• appointments;
• sole orders;
• care referrals for which a specific EPD workflow has been set up.

When data becomes part of the patient record, the legal regulations governing medical records apply from that moment onwards.

General contact forms, newsletter subscriptions, webinar registrations, job applications and other data are not automatically stored in a patient record simply because they are submitted via our website.

We only share personal data when this is necessary for the purpose for which the data was collected, for the provision of our services or healthcare, or when we are legally obliged to do so.

This may include, amongst other things:

• staff of the relevant Rondom organisation;
• healthcare professionals involved in your treatment;
• other organisations within Rondom where this is necessary for the process in question;
• suppliers of our EPRs and other healthcare systems;
• suppliers of our website and technical infrastructure;
• payment service providers;
• providers of email and communication services;
• administrative and financial service providers;
• research organisations or researchers when data is lawfully used for scientific research;
• government bodies, regulators or other parties where we are legally obliged to provide data.

The fact that various organisations are part of the same group does not mean that every employee or every limited company automatically has access to all personal data.

Access is restricted as far as possible to those who require the data for their work.

Our website and the associated platform are technically managed in collaboration with Stofloos.

Stofloos processes personal data on our behalf and acts as a data processor for Rondom in relation to this work.

For parts of its technical infrastructure, Stofloos uses, amongst other things:

• AWS for databases and server infrastructure;
• TransIP for file storage;
• OVH for server infrastructure.

The primary storage of personal data from our website environment and the regular backups thereof take place within the European Union.

Agreements with Stofloos regarding the processing and security of personal data are set out in a data processing agreement. The relevant infrastructure providers are engaged by Stofloos as sub-processors.

Mailchimp
We can use Mailchimp for newsletters and other email communications intended for this purpose.
For example, your:

• name;
• email address;
• registration status;
• deactivation status;
• and information about sent communications

are processed.

We will only use your data for such marketing communications where there is a valid legal basis for doing so.

MultiSafepay
For online payments, we can use MultiSafepay.

We will provide the details necessary to process the payment.

MultiSafepay processes personal data in connection with its payment services and its own legal obligations, and acts as the data controller for these processing operations.

CookieYes
We use CookieYes to manage our cookie banner, cookie preferences and to record the choices visitors make regarding cookies.

CookieYes processes this data on our behalf and acts as a data processor in doing so.

Other suppliers
Depending on the service you use, other providers may also be involved in, for example:

• our EPD;
• appointment scheduling;
• financial administration;
• email facilities;
• technical support;
• map or location services.

We do not provide suppliers with any more personal data than is necessary for them to carry out their work.

Where required, we enter into agreements on privacy and security with parties that process personal data on our behalf as data processors.

Our website uses cookies and similar technologies.

We use CookieYes to manage our cookie banner and your cookie preferences.

When you make a selection via the cookie banner, CookieYes may, amongst other things, record:

• a unique consent ID;
• date and time of the choice;
• which categories of cookies you have accepted or refused;
• the status of your consent;
• a pseudonymised or partially masked IP address;
• the country or region in which the decision was made;
• information required to record proof of your cookie preferences.

We use this registration to respect your preferences and, where necessary, to be able to demonstrate which cookie choices have been made.

We may retain evidence of your cookie preferences via CookieYes for up to 5 years.

CookieYes Limited is based in the United Kingdom and processes this data on our behalf.

Non-essential external scripts and tracking techniques are blocked until you have given your consent, where such consent is required by law.

You can review and change your preferences at any time via the Cookie settings on our website.

Further information on:

• which cookies we use;
• its suppliers;
• the purpose of the cookies;
• the retention periods;
• and changing your cookie preferences,

can be found in our Cookie policy.

Depending on your cookie preferences, we may use services provided by, for example:

• Google Analytics;
• Google Ads;
• Meta, including Facebook and Instagram;
• LinkedIn;
• Microsoft Advertising.

These techniques can be used to analyse our website and, where you have given your consent, to measure the results of campaigns or to carry out online marketing.

We do not use information from your patient record, medical forms or other health-related data for general commercial advertising purposes.

You can find out which tracking techniques are actually in use and for how long they are used in the current cookie overview in our Cookie Policy.

We endeavour to process personal data within the European Economic Area as far as possible.

The personal data stored by Stofloos via our website environment is hosted within the European Union.

Some other suppliers may process personal data outside the EEA.

This allows Mailchimp to process data in the United States. CookieYes Limited is based in the United Kingdom.

When personal data is processed outside the EEA, we ensure that a valid legal framework is in place for this.

This could be, for example:

• an adequacy decision by the European Commission;
• the EU-US Data Privacy Framework, provided that the relevant US organisation participates in it in a valid manner;
• standard contractual clauses approved by the European Commission;
• or any other legally permissible guarantee.

We do not retain personal data for longer than is necessary for the purpose for which it was collected, unless we are required by law to retain the data for longer or there is another legitimate reason for retaining it for a longer period.

We apply the following principles to our website and the associated processes:

General contact form
Up to 12 months after the enquiry has been dealt with. Simple enquiries will be removed sooner where possible.

Online appointment
The website does not save the appointment as a separate form submission when it is sent directly to the scheduler. Data that becomes part of the medical record is subject to the retention period for that medical record.

Medical file
In principle, at least 20 years from the date of the last change to the file. Longer where this is required by law or is reasonably necessary for the provision of proper care or for another compelling interest.

Youth support file, where applicable
In principle, at least 20 years after the end of youth care, or longer if this is necessary for the provision of care.

Temporary website/CMS copy of healthcare data following successful transfer to the EPD
Up to 30 days.

Signing up for or unsubscribing from the Rondom app
Form data is retained for a maximum of 3 months after the registration or deregistration has been fully processed. Account data is retained for as long as the account is active and, in principle, for a maximum of 3 months thereafter, unless a different retention period applies.

Healthcare pathway, treatment group or pre-registration for care
Following successful transfer to the care record, the CMS copy is retained for a maximum of 30 days. If no care is provided: for a maximum of 12 months after the last substantive contact or the intake.

Sole order
Website/CMS content must be transferred within a maximum of 30 days following successful handover. Healthcare-related data in the medical record is subject to the retention period applicable to the medical record. Relevant financial records are, in principle, retained for 7 years.

Complaint via the website
CMS submissions must be transferred to the complaints file no later than three months after the information has been verified. In principle, we retain the individual complaints file for five years after final resolution. Retention for a longer period may be necessary in the event of an ongoing or reasonably foreseeable dispute or claim.

Webinar, activity or meeting
No later than 3 months after the end of the activity and any necessary follow-up. Financial data forming part of the accounts may be retained for 7 years.

Newsletter
A copy will be retained in the mailing system for a maximum of 30 days following successful processing. It will remain in the mailing system for as long as you remain registered. Once you have unsubscribed, your data will no longer be used for active marketing purposes. A minimum record of your unsubscription or previously given consent may be retained to the extent necessary.

Job application
Up to 4 weeks after the end of the recruitment process. With your separate consent, we may retain your data for up to 1 year for potential future vacancies.

Website feedback
A maximum of 3 months. After that, data will be deleted or effectively anonymised or aggregated.

Search feedback
In principle, 30 to 90 days and up to 3 months, unless the information is anonymised or deleted earlier.

Cookie preferences via CookieYes
Proof of your cookie preferences may be retained for up to 5 years.

Core financial administration
In principle, 7 years where the statutory tax retention obligation applies.

Personal data for scientific research
Provided this is necessary and lawful for the research in question. The specific retention period is determined on a case-by-case basis for each research project, taking into account the research objective, research protocol, applicable legislation and required safeguards. Data that has been effectively and irreversibly anonymised is no longer personal data.

Where the same information is used for different purposes, different retention periods may apply.

For example, when relevant information is entered into the EPD via a website form, the separate copy in the CMS does not need to be retained for the same period as the medical record.

Deletion and backups
When a form submission needs to be removed from the CMS, the recycle bin is also emptied so that the information is actually deleted from the active database.

Due to our technical backup procedures, deleted data may still be temporarily present in a backup.

Personal data removed from our website environment will also have been removed from the regular backup chain no later than 7 days after its final removal from the live environment.

Where personal data has also been transferred to another system, such as the EPD, Mailchimp, a complaints file or the financial records, the retention period applicable to that system is the one associated with the relevant purpose.

We take appropriate technical and organisational measures to protect personal data against:

• loss;
• unauthorised access;
• unauthorised disclosure;
• unauthorised change;
• destruction;
• other unlawful processing.

Measures have been put in place for our website environment in areas including:

• secure and encrypted connections;
• encrypted storage;
• encrypted backups;
• access control;
• roles and authorisations;
• multi-factor authentication;
• secure and separate technical infrastructure;
• back-up and recovery facilities;
• business continuity;
• security agreements with suppliers.

We review our security measures periodically and adapt them whenever changes in technology, services or risks give cause to do so.

Various organisations within Rondom also provide care or services to children and young people.

When we process personal data relating to minors, we take into account the additional legal requirements that apply to children, parents and legal representatives.

Exactly which rules apply depends, amongst other things, on:

• the child’s age;
• the type of care or service;
• the legal basis for the processing;
• and the question of who is authorised to represent the minor under the applicable law.

Under the GDPR, you have various rights regarding your personal data.

Depending on the situation, you can ask us to:

Access
You may ask what personal data we process about you and what we use it for.

A copy
You may be entitled to a copy of the personal data we process about you and, if you are a patient, to access or obtain a copy of your medical records in accordance with the applicable rules.

Correction and addition
Is your information incorrect or incomplete? If so, you can ask us to correct or complete it.

Erasure – the right to be forgotten
In certain circumstances, you may ask us to delete your personal data. This is also known as the right to erasure or the right to be forgotten.

This right is not unlimited.

For example, we cannot always delete data when:

• we are legally obliged to retain them;
• processing is necessary for specific purposes relating to healthcare or public health;
• the data is required for the institution, pursuit or substantiation of a legal claim;
• or if another statutory exception applies.

Destruction of your medical records
There are also specific patients’ rights relating to medical records.

You may request that we destroy your medical records or part thereof.

In principle, such a request will be complied with, unless there is a legal or other compelling reason why we are not permitted or unable to destroy the file or certain data.

Restriction of processing
In certain situations, you may ask us to temporarily restrict the use of your personal data.

Data portability
Where the legal conditions are met, you may request to receive personal data that you have provided to us in a structured and machine-readable format, or to have it transferred to another organisation.

Objection
In certain cases, you may object to the processing of your personal data.

If we use your personal data for direct marketing purposes, you may object to this at any time. We will then stop using your personal data for that purpose.

Withdraw consent
Where processing is based on your consent, you may withdraw that consent at any time. Withdrawal does not affect the lawfulness of any processing that took place before you withdrew your consent.

When we process personal data for scientific or statistical research, the privacy rights under the GDPR also apply in principle.

However, there are a few special rules and exceptions for research.

Objection to investigation
If existing medical data is used for scientific research without separate consent, on the basis of a statutory provision that grants you a right to object, you may lodge an objection as described above.

In addition, under the GDPR, for certain processing operations carried out for scientific or statistical research purposes, you have the right to object on grounds relating to your specific situation.

Which option applies depends on the legal basis and the type of research.

Right to erasure in the context of an investigation
The right to erasure may also apply in the context of scientific research.

However, this right may be restricted under certain conditions if the deletion of personal data threatens to make it impossible to achieve the research objective or would seriously jeopardise it, and the processing complies with the legal requirements for scientific research.

We assess this on a case-by-case basis for each request and each study.

Anonymised research data
Once research data has been effectively and irreversibly anonymised, we can no longer determine which data originally came from you.

Consequently, it is no longer possible to retrieve, correct or delete your personal data from such a fully anonymised dataset.

Would you like to exercise a data protection right, or do you have a question about the processing of your personal data?

Please contact us via: fg@rondomlopengroep.nl

Please state as clearly as possible which organisation, service or processing operation your request relates to.

To prevent us from disclosing personal data to the wrong person, we may ask you to provide additional information so that we can verify your identity.

We do not ask for any more information than is necessary.

If you have a specific objection to the reuse of medical data for medical research, you can also contact us via: wetenschap@rondomlopengroep.nl

Do you have a complaint about the way in which we process your personal data? If so, we would like to hear from you. Please contact our Data Protection Officer via: fg@rondomlopengroep.nl

You also have the right to lodge a complaint with the Dutch Data Protection Authority.

We do not use this website to make decisions that have legal consequences for you or significantly affect you in a similar way based solely on automated processing, unless we specifically inform you of this in advance and it is permitted by law.

Our organisations, services, websites, systems and suppliers may change. Legislation and regulations may also change.

We therefore review this privacy statement periodically and amend it where necessary.

You will always find the most up-to-date version on our website. At the top of this privacy notice, we state when it was last updated.

Your GP or specialist remains responsible for your examinations, diagnosis, medication and medical treatment. They are often able to provide you with good support in these matters. However, during an appointment, there is not always enough time to discuss in detail everything else that affects how you feel and function.

Think of exercise, energy, sleep, stress, nutrition, feet, work, aids and daily activities. Help with these topics is often available, but spread across different healthcare providers and organisations. This can make it difficult to know where to turn and how all the advice fits together.

Within a Health Pathway, we bring this support together. Your case manager will help you get an overview and will work with you to determine which healthcare provider or combination of providers is best suited to your situation. With your consent, we will coordinate the support with your GP, specialist or other medical practitioner where necessary.

With a standard appointment, your care needs are often assessed by a single healthcare professional from a single discipline. Within a Route, we take a broader view.

This means, for example, that we pay attention to:

• physical functioning
• mental resilience
• lifestyle and daily routines
• work and participation
• the relationship between various symptoms and factors

This way, you won’t have to figure everything out for yourself, and it creates a sense of calm, clarity and coherence.

No. You do not follow a set programme. The Route is tailored to your situation, your goals, the medical care you are already receiving and what you are able to cope with at that time. Not every healthcare provider needs to be involved.

The case manager is your designated point of contact throughout the Route. Together, you will discuss the challenges you face, what you would like to achieve and what support would be most appropriate.

The case manager keeps track of everything, monitors your progress with you and ensures that the healthcare professionals involved work together effectively. If your situation changes, you will discuss together whether the plan needs to be adjusted.

That varies from person to person. The duration depends on your situation, your goals and the support you need.

When things are going well, the support you receive will gradually be reduced. You will increasingly be able to carry on on your own using what you have learnt. If you need help again later on, you can easily get in touch once more.

A Route does not have a fixed end date. You will regularly discuss with your case manager how things are going and whether you still need support.

Are you able to manage on your own and do you have a good grasp of your situation? If so, the level of support will be reduced. Together, you will also discuss what you can do if your symptoms return or get worse.

If you do need help again at a later date, you can contact your case manager once more.

Which healthcare services are covered varies depending on the healthcare provider, treatment and insurance policy. Some healthcare is covered by basic insurance. For other healthcare, you may need supplementary insurance or you may have to pay part of the cost yourself.

Your case manager will always work with you to determine what support is suitable and what options are available under your insurance cover. You will also be given a clear explanation of any potential costs in advance. That way, you’ll know exactly where you stand.

Whether you need a referral depends on the healthcare provider, the treatment and your insurance. Your case manager will look into this with you.

The Rondom app supports you during the Route. In the app, you can:

• view your appointments;
• track your goals and progress;
• find information, exercises and tips;
• completing questionnaires;
• chat easily with your healthcare providers.

This helps you keep track of things and stay involved with your Route even between appointments. The app does not replace personal contact, but helps you to stay in touch easily.

Are you unable or unwilling to use the app? In that case, we’ll discuss together what would suit you best.

Are your symptoms changing, or have you suddenly started to feel worse? If so, please discuss this with your case manager. Together, you can work out what needs to be done.

If you need medical care, the case manager will help you get in touch with, for example, your GP, a specialist or another suitable healthcare provider.

You can use the contact form on this page to let us know that you are interested. A member of staff from Rondom will contact you to briefly discuss your situation and any questions you may have.

Filling in the form is non-binding. Doing so does not automatically enrol you on a Route.