General terms and conditions

This is a convenience translation. Only the German version is legally binding.

AO Psychologie – Office for Work and Organizational Psychology
Dr. Jetmir Zyberaj, Bäckerstr. 14B, 81241 Munich
E-mail: kontakt@aopsychologie.de

As of: September 2026

§ 1 Scope

(1) These General Terms and Conditions apply to all contracts for consulting, assessment, training and organizational development services between AO Psychologie, Dr. Jetmir Zyberaj (hereinafter “Provider”), and its clients (hereinafter “Client”). This applies regardless of whether the booking is made online via the website www.aopsychologie.de, by e-mail or on the basis of an individual offer.

(2) Clients may be consumers within the meaning of § 13 BGB (German Civil Code) or businesses within the meaning of § 14 BGB. Provisions that apply only to consumers or only to businesses are marked accordingly.

(3) Deviating or supplementary terms of the Client do not become part of the contract unless the Provider expressly agrees to their validity in text form.

(4) References to persons in these terms apply to all genders.

§ 2 Subject Matter of Services and Scope Limitation

(1) The Provider offers services in the field of work and organizational psychology, in particular: a) Consulting & Assessment, b) Stress and Burnout Prevention, c) Organizational Consulting & Diagnostics, d) Workplace Reintegration (BEM) Consulting for Companies. The content and scope of the individual services are set out in the respective service description on the website, the booking confirmation or the individual offer.

(2) The services are provided in a non-therapeutic context. They do not constitute the practice of medicine or healing (Heilkunde), in particular not psychotherapy within the meaning of the German Psychotherapists Act (Psychotherapeutengesetz), and do not serve to diagnose or treat mental or physical illnesses. They do not replace medical or psychotherapeutic examination or treatment. If, in the course of a consultation, there are indications of an illness requiring treatment, the Provider will inform the Client and recommend consulting appropriate medical or psychotherapeutic professionals. In this case, the Provider is entitled to interrupt or terminate the consultation.

(3) The services are provided as services within the meaning of §§ 611 et seq. BGB. The Provider owes the professional performance of the agreed service using recognized scientific methods, not a specific result.

(4) By agreement, the services are provided at the Provider’s premises, on site at the Client’s location, or online via video conference.

§ 3 Conclusion of Contract

(1) The presentation of services on the website does not constitute a binding offer, but an invitation to book.

(2) When booking online, the Client submits a binding offer by selecting an appointment and completing the booking process. Before completing the booking, the Client can review and correct their details. The contract is concluded upon the booking confirmation sent by e-mail.

(3) For more extensive services, in particular in the areas of Organizational Consulting & Diagnostics, BEM Consulting, and workshops and trainings, the Provider prepares an individual offer. In this case, the contract is concluded when the Client accepts the offer in text form.

(4) The contract text is stored by the Provider. The Client receives the essential contract data with the booking confirmation. The contract language is German.

§ 4 Prices and Payment

(1) The prices stated on the website at the time of booking or the fees agreed in the individual offer apply.

(2) In accordance with § 19 UStG (German VAT Act, small business regulation), no VAT is charged.

(3) For online bookings, the fee is due at the time of booking via the payment methods offered (Wix Payments). For services based on an individual offer, billing is by invoice; invoice amounts are payable without deduction within 14 days of the invoice date, unless otherwise agreed.

(4) Travel costs and expenses for services outside Munich are charged only if agreed in the offer.

§ 5 Cancellation and Rescheduling of Appointments

(1) The Client may cancel or reschedule booked appointments free of charge up to 48 hours before the start of the appointment. In this case, amounts already paid will be refunded or credited to the new appointment.

(2) In the event of a later cancellation or a no-show without cancellation, the agreed fee becomes due in full, as the appointment cannot be reassigned at short notice. The Provider will credit any saved expenses and any income from reassigning the appointment. The Client remains entitled to prove that the Provider suffered no loss or a significantly lower loss.

(3) For services based on an individual offer (e.g. workshops, organizational consulting), the cancellation terms agreed in the offer apply.

(4) If the Provider has to cancel an appointment, for example due to illness, an alternative appointment will be offered. If no alternative appointment is agreed, amounts already paid will be refunded in full. Further claims exist only in accordance with § 10.

(5) Further details on refunds are set out in the Refund Policy on the website.

§ 6 Right of Withdrawal for Consumers

Consumers have a statutory right of withdrawal for off-premises contracts and distance contracts.

Withdrawal instructions – Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day the contract is concluded.

To exercise your right of withdrawal, you must inform us (AO Psychologie, Dr. Jetmir Zyberaj, Bäckerstr. 14B, 81241 Munich, e-mail: kontakt@aopsychologie.de) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an e-mail). You may use the attached model withdrawal form, but this is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your notice of exercising the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

If you withdraw from this contract, we must refund all payments we have received from you without undue delay and no later than fourteen days from the day on which we received notice of your withdrawal from this contract. For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this refund.

If you requested that the services begin during the withdrawal period, you must pay us a reasonable amount corresponding to the proportion of the services already provided up to the time you inform us of the exercise of the right of withdrawal, compared to the total scope of services provided for in the contract.

Early expiry of the right of withdrawal

The right of withdrawal expires when the Provider has fully performed the service and began performance only after the Client gave express consent and simultaneously confirmed awareness that the right of withdrawal is lost upon full performance of the contract.

Model withdrawal form

(If you wish to withdraw from the contract, please complete this form and return it.)

– To AO Psychologie, Dr. Jetmir Zyberaj, Bäckerstr. 14B, 81241 Munich, kontakt@aopsychologie.de:
– I/we (¹) hereby withdraw from the contract concluded by me/us (¹) for the provision of the following service
– Ordered on (¹)/received on (¹)
– Name of consumer(s)
– Address of consumer(s)
– Signature of consumer(s) (only if notified on paper)
– Date

(¹) Delete as appropriate.

§ 7 Client’s Duty to Cooperate

(1) The Client provides the information and documents required for the performance of the services in a timely, complete and truthful manner.

(2) The Client is solely responsible for decisions made on the basis of the consultation and for their implementation.

(3) For corporate clients, the client ensures that employee participation (e.g. in surveys, assessments or BEM meetings) is voluntary and that employees’ rights, in particular under data protection law and the German Works Constitution Act, are respected.

§ 8 Online Consultations

(1) For online appointments, the Client ensures suitable technical equipment (internet-enabled device with camera and microphone, stable internet connection) as well as an undisturbed, confidential setting.

(2) If an online appointment cannot take place, or only partially, for technical reasons within the Client’s area of responsibility, § 5 (2) applies accordingly.

§ 9 Confidentiality, Data Protection and Assessment Results

(1) The Provider treats all information that becomes known in the course of the collaboration as strictly confidential. This obligation continues after the end of the contractual relationship.

(2) Personal data is processed in accordance with the privacy policy on the website.

(3) Results of aptitude assessments, surveys or individual meetings conducted on behalf of a company are passed on to the client only to the extent agreed in advance and consented to by the person concerned. Results of employee surveys are reported only in aggregated, anonymized form.

§ 10 Liability

(1) The Provider is liable without limitation for damages resulting from injury to life, body or health, for damages based on intent or gross negligence, and under the German Product Liability Act.

(2) In the event of a slightly negligent breach of essential contractual obligations (obligations whose fulfilment makes the proper performance of the contract possible in the first place and on whose compliance the Client may regularly rely), liability is limited to the typical, foreseeable damage for this type of contract.

(3) Otherwise, liability for slight negligence is excluded.

§ 11 Copyright and Rights of Use

Working materials, presentations, questionnaires, reports and other documents provided by the Provider as part of the services are protected by copyright. The Client receives a simple, non-transferable right of use for the agreed internal purpose. Any further reproduction, disclosure to third parties or publication requires the Provider’s prior consent in text form.

§ 12 Consumer Dispute Resolution

The Provider is neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board.

§ 13 Final Provisions

(1) The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). For consumers, this choice of law applies only insofar as it does not deprive them of the protection granted by mandatory provisions of the law of the state in which the consumer has their habitual residence.

(2) If the Client is a merchant (Kaufmann), a legal entity under public law or a special fund under public law, the place of jurisdiction for all disputes arising from this contract is Munich.

(3) Should individual provisions of these terms be or become invalid, the validity of the remaining provisions remains unaffected.