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Terms and Conditions of Private Health Services (PHS)

October 22, 2026

These Terms and Conditions provide information about the Private Health Services subscription. Private Health Services (hereinafter: “PHS”) is a service provided by ONVZ that supports subscribers in making informed choices regarding healthcare and health.  

These Terms and Conditions are intended to provide clarity regarding the scope of the subscription, mutual expectations, and the rights and obligations of both PHS and its subscribers. 

 As a subscriber, you use the services provided by PHS and agree to the terms set forth in these General Terms and Conditions. 

PHS is not intended for emergency situations. In the event of a medical emergency, you must always contact emergency services immediately by dialing 112, the after-hours doctor service, or another appropriate healthcare provider. 

Private Health Services (PHS) is a service provided by ONVZ Benefits B.V. (Chamber of Commerce No. 99228319). You take out your subscription with ONVZ Benefits B.V. 

Do you have any questions?

Do you have a question that isn’t listed in our FAQs? Feel free to let us know. We’re happy to help. We also greatly appreciate your feedback; it’s very valuable to us. 

We are available Monday through Friday from 9:00 a.m. to 5:00 p.m. 

Phone number: +31 88 668 9800 
Email address: info@privatehealthservices.nl 

You can also fill out the contact form. We’ll get back to you as soon as possible.

1. Definitions and Abbreviations

Subscription: agreement for access to PHS.
Primary Subscriber: contractual subscriber/customer.  
Family Subscriber: additional subscriber (spouse or child).   
PHA: Dedicated Private Health Advisor.  
MAT: Medical Advisory Team.  
PHS: Private Health Services, the service described in these terms and conditions and offered by ONVZ Benefits B.V. 

2. Core of the Service

PHS supports subscribers with healthcare and health-related questions by providing insight, an overview, personalized guidance, and support in decision-making. With the help of a dedicated Private Health Advisor, PHS helps subscribers navigate an increasingly complex healthcare landscape and make appropriate choices regarding their care and health. 

PHS acts as an independent healthcare navigator and assists subscribers in finding appropriate care, relevant expertise, and health solutions that align with their personal circumstances. This support can include assistance with prevention, diagnostic issues, choosing healthcare providers, second opinions, complex care pathways, recovery processes, and international healthcare orientation.

3. What We Do

PHS supports subscribers with healthcare decisions, second opinions, prevention, complex care pathways, recovery, lifestyle questions, and international healthcare orientation. In addition, PHS helps provide insight, clarity, and support in making informed choices regarding healthcare and health.

4. The Private Health Advisor

Each primary subscriber is assigned a dedicated Private Health Advisor (hereinafter: PHA) as a point of contact. The PHA provides support in understanding options, preparing for appointments, and organizing next steps. In doing so, the PHA acts as a personal healthcare navigator who helps create insight, clarity, and control regarding healthcare and health-related issues. 

Depending on the availability of the assigned PHA, another PHA may be assigned (temporarily).

5. Data Sharing and Confidentiality

What the subscriber discusses with the PHA remains confidential. The PHA handles all personal and health information shared by the subscriber with care and is bound by a duty of confidentiality. 

PHS does not share this information with others unless the subscriber has given prior consent. This applies, for example, to sharing information with:

  • healthcare providers or healthcare institutions;

  • PHS Partners;

  • family members;

  • ONVZ or other health insurers.

The subscriber may revoke any consent given at any time.

To improve the quality of service and train employees, PHS may discuss real-world situations internally. This is always done anonymously, so that the information cannot be traced back to the subscriber.

Confidentiality does not apply when PHS is legally required to disclose information. Confidentiality remains in effect even after the subscription has ended.

6. Medical Advisory Team 

The MAT (Medical Advisory Team) supports PHS’s services with medical expertise when necessary to ensure the subscriber receives careful guidance. The MAT can assist the PHA in interpreting medical information and exploring appropriate care options. The MAT does not assume the treatment relationship from existing healthcare providers.

7. Care Facilitation

PHS can assist subscribers in finding, understanding, organizing, and exploring care options both within and outside the Netherlands. In doing so, PHS can help subscribers gain insight into care options, compare care providers, prepare for consultations with healthcare providers, and organize next steps within a care pathway.

PHS does not provide medical treatments, make diagnoses, or assume a treatment relationship or medical responsibility from healthcare providers. Medical decisions are made exclusively by the healthcare providers authorized to do so.

PHS can provide support in finding appropriate care or relevant expertise, but does not guarantee:

  • access to a specific healthcare provider or healthcare facility;

  • reimbursement of healthcare costs;

  • availability of care;

  • shorter wait times;

  • a medical outcome or treatment result.

PHS’s services are supplementary to regular healthcare and do not replace the role of a primary care physician, medical specialist, or other healthcare provider.

PHS reserves the right to decline to assist with a request if, in PHS’s judgment, it does not align with professional standards, appropriate care, safety, or the principles of the service.

8. Independence

PHS’s advice and guidance are based on the subscriber’s best interests, professional standards, available expertise, and the principles of appropriate care. PHS supports subscribers in making informed choices that align with their personal situation, needs, and preferences. In doing so, PHS does not assume medical responsibility from healthcare providers and operates as an independent care navigator within the healthcare landscape.

PHS is an independent service separate from the administration of health insurance policies. Advice, assessments, and guidance provided by PHS are prepared independently and are not intended to influence or implement insurance decisions. Any insurance relationships the subscriber may have with ONVZ or other health insurers do not influence the content of PHS’s services.

9. The Subscription

When you sign up for a subscription, you are committing to a one-year term. During this first year, your Private Health Advisor will be available to assist you, and you can make use of the services included in your subscription.

If you do not wish to continue after the first year, you can cancel your subscription at any time during the first year. Your subscription will then end at the end of the first year. Please cancel no later than one month before the end of the first year.

If you do not cancel, the subscription will automatically renew for an indefinite period after the first year. From that point on, you can cancel at any time with one month’s notice. This means you do not have to wait until the beginning or end of a calendar month. Of course, we’ll clearly inform you in advance about the terms and conditions that apply to your subscription.

The subscription is personal and cannot be transferred to anyone else.

The subscription provides ongoing access to PHS’s services during the subscription period and does not entail the performance of a separate assignment or the achievement of a specific result.

10. Cooling-Off Period

After taking out the subscription, the primary subscriber has a cooling-off period of fourteen (14) days. Within this period, the primary subscriber may cancel the subscription without providing a reason via the contact form, by phone at +31 88 668 9800, or via the email address info@privatehealthservices.nl.  

11. Family Members

Depending on the selected subscription type, the subscription may be extended to include family members. Family members are defined as:

a partner of the primary subscriber;

the primary subscriber’s children up to and including age 26;

A “partner” is defined as a person with whom the primary subscriber has a long-term romantic relationship. PHS may request reasonable proof of this relationship, such as a shared residential address or another form of documentation accepted by PHS.

Family members added to the subscription may use PHS’s services to the extent permitted by the selected subscription plan. Each primary subscriber retains his or her own privacy rights and any legal rights regarding medical information and personal data.

A child may participate in the subscription as a family member until the day they turn 27. On that day, the child’s participation in the primary subscriber’s subscription ends automatically. From that moment on, the primary subscriber’s rate will be adjusted to reflect the new number of family members.

No later than one month before the child turns 27, PHS will notify the primary subscriber and the child of this change. PHS will also offer the child the option to take out their own subscription at the rate in effect at that time. A separate subscription is established only if the child expressly agrees to it, for example, by taking out the subscription themselves via the website. Without such consent, no subscription is established, and the child is not liable for any charges.

If the child takes out their own subscription, any ongoing support program may be continued under that subscription. If the child does not take out their own subscription, PHS will carefully conclude or transfer any ongoing support program, in consultation with the child. In that case, the child’s personal data and health information will be retained or deleted as described in Articles 20 and 22 and in PHS’s privacy statement. The child may ask PHS for a copy of his or her data.

12. What We Do Not Do

PHS does not provide medical care and does not assume medical responsibility from healthcare providers. PHS does not make diagnoses, prescribe medication, perform treatments, or replace the role of a primary care physician, medical specialist, or other healthcare provider. PHS does not provide medical referrals and does not make decisions regarding examinations, treatments, or medication. These decisions are made exclusively by the appropriate healthcare professionals.

PHS’s services are supplementary to regular healthcare and are intended to support subscribers in gaining insight, clarity, and guidance regarding healthcare and health-related questions. PHS is not an emergency hotline and is not intended for acute or life-threatening situations. In the event of a medical emergency, you must immediately contact 112, the after-hours doctor service, or another designated emergency facility.

Furthermore, PHS does not support processes that:

  • aim to obtain improper or preferential treatment within the healthcare system;

  • deliberately circumvent regular healthcare structures;

  • do not comply with professional standards or the principles of appropriate care;

  • are, in PHS’s judgment, insufficiently justified from a medical, professional, or organizational standpoint.

13. Minors and Authorizations

Additional legal rules apply to minors. Authorizations may be required for access to records and representation.

14. Fair Use

PHS’s services are based on reasonable and normal use of the subscription. PHS’s guiding principle is that subscribers may freely use the services whenever they need support with care and health-related questions. 

PHS does not impose a predetermined maximum number of contact instances or support requests. At the same time, the services are intended for personal use within the normal limits of the subscription and PHS’s available capacity. 

In the event of exceptional, disproportionate, or structurally intensive use of the services, PHS reserves the right to discuss the matter with the subscriber and to make additional arrangements regarding the provision of the services. In doing so, PHS will always strive for a reasonable and appropriate solution that balances both the subscriber’s needs and the quality and availability of the service for other subscribers.

Examples of exceptional use include situations where:

  • the service is used to an extent that significantly deviates from what can reasonably be expected of a personal subscription;

  • there is a structurally very high number of contact instances over an extended period;

  • the service is used on behalf of individuals who are not part of the subscription;

  • the usage places a disproportionate burden on the capacity of PHS or its partners.

PHS will not restrict service provision without prior consultation with the subscriber, unless there is abuse, fraud, or situations that jeopardize the continuity of service.

15. Availability and Service

PHS strives to provide subscribers with personalized, attentive, and timely support for their healthcare and health-related questions. Although we are committed to ensuring good accessibility and continuity of our services, we cannot guarantee that our services will always be available without interruption. This may be due to maintenance, technical malfunctions, or other unforeseen circumstances.

PHS is not intended for urgent or life-threatening situations. In the event of a medical emergency, you must always contact 112, the after-hours doctor service, or another designated emergency service.

16. Use of Third Parties and Partner Services

PHS collaborates with partners. There is a distinction between services we have performed by a partner and care you obtain directly from an independent healthcare provider.

Services We Have Performed by Third Parties

Private Health Services has some of the services included in your subscription performed by third parties, such as suppliers, partners, or subcontractors. We will always inform you when this is the case. Even if a third party performs such a service, Private Health Services remains responsible to you for its proper execution. Do you have a complaint or claim regarding these services? You can always contact us.

Care you arrange yourself with an independent healthcare provider

Your Private Health Advisor can also put you in touch with an independent healthcare provider, such as a doctor, specialist, or clinic. If you make your own appointments with that healthcare provider or enter into an agreement with him or her yourself, then that healthcare provider is responsible for the care he or she provides. You must submit any complaints or claims regarding that care directly to the healthcare provider. Private Health Services remains responsible for its own services, such as providing careful advice, referrals, and guidance.

17. Responsibility and Liability

PHS performs its services with due care and has an obligation to use its best efforts. PHS makes every effort to support subscribers with healthcare and health-related questions, but cannot guarantee a specific result or a particular outcome.

PHS is responsible for the careful performance of its own services. This also applies to support provided by the MAT and by third parties that PHS engages to perform its services (see Article 16).

PHS is not responsible for:

  • medical diagnoses, treatments, or treatment outcomes;

  • decisions made by healthcare providers, healthcare institutions, or other third parties over which PHS has no influence;

  • the availability of care, healthcare providers, or healthcare institutions;

  • the content of medical advice and care provided by independent healthcare providers with whom the subscriber has a separate agreement (see Article 16);

  • choices made by the subscriber, unless such a choice results from incorrect or negligent information or guidance provided by PHS.

If PHS fails to perform its services properly, PHS is liable for the damages that are a direct result thereof. Such damages also include reasonable costs incurred to assess or mitigate the damages. PHS’s liability per incident is limited to the amount paid for the entire subscription—including any family members—in the twelve months preceding the damage.

The limitations in this article do not apply:

  • if the damages result from willful misconduct or gross negligence on the part of PHS or its officers;

  • in the case of damages resulting from death or injury;

  • if the law does not permit a limitation of liability, such as in the case of liability under a treatment agreement (Article 7:463 of the Dutch Civil Code).

18. Termination by the Subscriber

The subscriber may cancel the subscription at any time after the expiration of the initial subscription period of twelve (12) months, subject to a one-month notice period.

Cancellation may be made through the channels designated by PHS: the contact form, by phone at +31 88 668 9800, or via the email address info@privatehealthservices.nl.  Upon receipt of the cancellation notice, PHS will confirm the termination of the subscription and the date on which the subscription ends.

Until the subscription ends, the subscriber may continue to use the services, and the associated payment obligations remain in effect.

In the event of a subscriber’s death, surviving relatives may request early termination of the subscription.

19. Termination by PHS

PHS may terminate the subscription in whole or in part or suspend the service if:

  • the subscriber seriously violates these product terms and conditions;

  • there is fraud, abuse, or unauthorized use of the services;

  • the subscriber repeatedly provides incorrect or misleading information;

  • there is threatening, aggressive, discriminatory, or otherwise inappropriate behavior toward PHS employees or affiliated partners;

  • subscription fees remain unpaid despite reminders and demands for payment;

  • PHS determines that continuing to provide the service is no longer justifiable, feasible, or appropriate within PHS’s framework of standards.

Unless circumstances make it reasonably impossible, PHS will inform the subscriber in advance of any intended termination and the reason for it.

Termination of the subscription does not release the subscriber from any existing payment obligations.

PHS will make every effort not to exclude a subscriber from the service without prior consultation, unless there is fraud, abuse, security risks, or other compelling circumstances that justify immediate termination.

20. Consequences of Termination

Upon termination of the subscription, access to PHS’s services will expire. To the extent permitted by law and necessary, personal data and health data will be retained in accordance with PHS’s privacy policy.

Ongoing counseling programs may be carefully completed or terminated by PHS, depending on the nature of the program and the reason for termination.

Ongoing counseling programs

If a counseling program is still in progress at the end of the subscription, PHS will discuss with the subscriber how to conclude the program. The subscriber may expect the following:

  • PHS will complete any appointments and steps that have already been scheduled, to the extent reasonably possible, before the subscription’s end date;

  • the subscriber will receive a written summary of the current status, the steps taken, and possible next steps;

  • if the subscriber wishes, PHS will transfer relevant information to a healthcare provider or other party chosen by the subscriber. This will only occur with the subscriber’s consent.

This also applies if PHS terminates the subscription. Only if, due to the reason for termination, this cannot reasonably be expected of PHS—for example, in cases of threats or aggression—may PHS limit the termination to the written overview and the transfer of information.

Prepaid Amounts

If the subscriber has paid subscription fees for a period extending beyond the subscription’s end date, PHS will refund that amount on a pro-rata basis within 30 days of the end date. PHS may offset this amount against any amounts the subscriber still owes to PHS. 

21. Rates and Payment

The rate depends on the selected subscription type and the number of family members added to the subscription. The current rates can be found on the subscription page. All rates listed include VAT.

The subscription fees are payable in exchange for the availability of the services, the platform, and the organization of PHS, the assigned Private Health Advisor, and the ability to use PHS’s services. This applies regardless of how much the subscriber actually uses the services. This does not affect the subscriber’s rights if PHS fails to fulfill its obligations.

Payment for the subscription is made via direct debit. By entering into the subscription, the subscriber authorizes PHS to automatically collect the subscription fees due from the specified bank account.

The current subscription rates will be disclosed to the primary subscriber prior to entering into the subscription. PHS is entitled to index the agreed-upon prices annually based on changes in the Consumer Price Index (CPI), “All Households” series, as published by Statistics Netherlands (CBS). Primary subscribers will be notified of this at least thirty (30) days in advance.

If a direct debit cannot be processed—for example, due to insufficient funds, a chargeback, or an incorrect bank account—PHS may request that the primary subscriber pay the outstanding amount within a reasonable period.

If payment is not received, PHS reserves the right to:

  • temporarily suspend service;

  • terminate the subscription in the event of nonpayment.

The primary subscriber remains responsible for promptly notifying PHS of any changes to bank or payment information.

Any additional services, products, or third-party services that are not included in the subscription will be communicated separately to the primary subscriber and may incur additional charges.

22. Privacy and Data Protection

PHS processes personal data and, where necessary for the provision of services, health data in accordance with applicable privacy laws and PHS’s privacy statement.

PHS processes personal data exclusively for purposes related to offering, providing, and improving its services. Health data is processed only with the subscriber’s consent and to the extent necessary.

The subscriber retains control over his or her personal data and health data at all times and has the rights arising from the General Data Protection Regulation (GDPR), including the right to access, correct, restrict processing, and delete data, to the extent permitted by law.

In addition, you can authorize PHS to request information or handle matters on your behalf with third parties by completing an authorization form.

The fact that the primary subscriber takes out or pays for the subscription does not entitle the primary subscriber to access the calls, records, or usage data of other family members. This also applies to partners. PHS will only share this information with the primary subscriber or another family member if the family member in question has given prior consent. That consent may be revoked at any time.

The primary subscriber receives only the administrative information necessary for the subscription and payment, such as which family members are included and the cost of the subscription.

PHS’s most current privacy statement can be found here.

23. Intellectual Property

All methodologies, models, reports, analyses, documents, health plans, procedures, platform content, and other materials developed or used by PHS in connection with the provision of services remain the property of PHS or its licensors.

The subscriber is granted only a personal and non-transferable right of use to the extent necessary to utilize PHS’s services.

It is not permitted to copy, publish, distribute, sell, or otherwise use PHS materials commercially without PHS’s prior written consent, unless permitted by law.

This provision does not apply to personal data, medical data, or other information provided to PHS by the subscriber. Such data remains the property of the subscriber and is processed in accordance with these product terms and PHS’s privacy policy.

24. Complaints Procedure

If the subscriber has a complaint about (parts of) PHS or its operation, this complaint may be submitted using the form on the contact page. PHS will provide a substantive response to the complaint as soon as possible, but no later than two weeks after receipt.

If resolving the complaint requires more time, the subscriber will be informed in a timely manner.

25. Changes to the Terms and Conditions  

PHS is entitled to unilaterally amend these terms and conditions if necessary due to changes in legislation, government measures, or unforeseen business circumstances that significantly impede the performance of the agreement. Amendments also apply to subscriptions that have already been established. PHS will notify you of the amended terms and conditions at least one month prior to their effective date. If the amendment constitutes a material and adverse change for you, you have the right to terminate the agreement effective as of the date the amendment takes effect.

26. Governing Law

This agreement is governed by Dutch law. Disputes shall be submitted to the competent court.

 

Download the Terms and Conditions