Version: 3.0
Last updated: April 5, 2026
These Terms of Service ("Terms") govern access to and use of the online booking platform operated by Normachica ("Platform", "we", "our"). Please read this document carefully before using the Platform. Use of the Platform implies full acceptance of these Terms.
For the purposes of these Terms, the following definitions apply:
In accordance with Art. 5(1) of Directive 2000/31/EC on electronic commerce, the service provider is: Owner: Norma Chica Trade name: Normachica Email: info@normachica.com For any communication regarding these Terms, the user may contact us at the above details.
Normachica operates a technological online booking platform that enables users to book, manage and pay for emotional wellbeing and personal growth sessions delivered by qualified professionals ("Professional").
Normachica acts exclusively as a technological intermediary: the Platform facilitates the connection between the user and the Professional, but does not itself constitute a provider of healthcare, therapeutic or diagnostic services. The Services offered are educational and personal wellbeing in nature. The contractual relationship for the provision of sessions is established directly between the user and the Professional. Normachica does not exercise any control over the operational methods adopted by the Professional in delivering sessions.
The digital services provided by Normachica include:
The Professional who owns the Normachica brand is registered with the Official College of Psychologists in Spain (Colegio Oficial de Psicólogos) and practises her professional activity in compliance with applicable Spanish professional legislation. The services provided through the Platform are primarily aimed at users residing in Spain and Italy and are educational and personal wellbeing in nature. The cross-border provision of services is carried out in compliance with Art. 56 of the Treaty on the Functioning of the European Union (TFEU) on the freedom to provide services.
To use the Platform, the user must:
In accordance with Art. 10(1) and (3) of Directive 2000/31/EC, the technical steps for concluding the booking contract are as follows:
The booking contract is considered concluded when the user receives the confirmation email. These Terms are available in a consultable format on the Platform, pursuant to Art. 10(3) of Directive 2000/31/EC.
The user is responsible for:
Only one registration per individual is permitted. The creation of multiple accounts constitutes a violation of these Terms.
Normachica reserves the right to suspend or close the user's account in the event of:
In the event of suspension or closure of the account for reasons attributable to the user, Normachica shall not be obliged to refund any prepaid sessions still available, unless otherwise provided by applicable mandatory legislation.
The user may at any time request the deletion of their account using the dedicated function in their personal area on the Platform. Account deletion entails the removal of personal data in accordance with the Privacy Policy, subject to any legal retention obligations.
By accepting these Terms, the user expressly undertakes to:
Bookings are subject to the availability of the Professional. Once the booking is confirmed, the following conditions apply:
The user may cancel a booked session free of charge up to 24 hours before the scheduled time. In this case, the user is entitled to a full refund of the amount paid.
Cancellations made with less than 24 hours' notice before the booked session will result in a charge for the full cost of the session. This amount, in the case of advance payment, will be retained by Normachica as compensation for the unavailability of the Professional's schedule.
Rescheduling a session is free and unlimited, provided it is done at least 24 hours before the scheduled time. In the event of rescheduling with less than 24 hours' notice, Normachica reserves the right to apply the late cancellation policy set out in section 8.2. In the event of subsequent cancellation of the rescheduled session, the cancellation policy applies with reference to the new date.
Failure to attend the session without prior notice is treated as a late cancellation and results in a charge for the full cost of the session, as indicated in section 8.2.
In the event of repeated rescheduling (more than three within 30 days) with less than 24 hours' notice followed by cancellation, Normachica reserves the right to apply the fee set out in section 8.2 or to temporarily restrict the ability to reschedule, subject to prior written notice to the user.
Payments are processed through Stripe, a PCI-DSS certified payment processor. By accepting these Terms, the user acknowledges Stripe's Terms of Service. Normachica does not store users' credit card data.
If the user does not manually confirm and pay for the session, Normachica reserves the right to automatically charge — to the payment method previously authorised by the user — the cost of the session 24 hours before the agreed appointment time. In such case, the session shall be deemed automatically confirmed. Automatic charging may only occur following the voluntary and authorised saving of a valid payment method and the user's explicit consent under PSD2/SCA regulations. The user's right to modify or cancel the session under Section 8 remains unaffected.
Refunds are issued in accordance with the cancellation policy set out in Section 8. The refund is credited to the original payment method within 5-10 business days of the approved request.
The purchase of prepaid session packages is subject to the following conditions:
Promotional codes are subject to the specific conditions indicated at the time of issuance. Unless otherwise stated, discount codes cannot be combined with other offers and have no refundable monetary value.
The user is required to enter correct and complete billing data. Normachica cannot be held responsible for the issuance of incorrect tax documents due to inaccurate or incomplete data provided by the user.
In accordance with Arts. 9 and 6(1)(h) and (k) of Directive 2011/83/EU on consumer rights, the user has the right to withdraw from the contract without giving any reasons within 14 days of the conclusion of the contract.
Pursuant to Art. 16(l) of Directive 2011/83/EU, the right of withdrawal does not apply to contracts for the provision of leisure services that specify a particular date or period of performance. Therefore, a single booking of a session with a defined date and time is not subject to the right of withdrawal: the cancellation conditions set out in Section 8 apply instead.
For the purchase of prepaid session packages (continuing performance contract), the user may exercise the right of withdrawal within 14 days of purchase, provided that no session in the package has yet been used. After the first session has been used, the right of withdrawal lapses.
To exercise the right of withdrawal, the user must send a written communication to info@normachica.com before the expiry of the 14-day period, indicating their wish to withdraw from the contract. The refund will be issued within 14 days of receipt of the withdrawal communication.
Before the first paid session, the user is required to read and sign, including via the dedicated function on the Platform, the informed consent form available in their personal area. The user may always request information or clarification from the Professional.
Sessions take place via video call through the Platform. The user must ensure they participate from a location that guarantees the privacy of the meeting, without the presence of unauthorised third parties. The Professional is similarly required to ensure the confidentiality of the environment in which the session is conducted.
The relationship between Professional and user is a fiduciary one. All information and content from sessions remain confidential, in accordance with applicable legislation and the relevant code of professional conduct.
The Professional may end the professional relationship at any time for reasons related to the user's interest, for professional reasons, or in the event of termination of the relationship with Normachica. In such case, Normachica undertakes to propose another Professional to the user within 10 business days. The user always has the option to request assignment to a different Professional by contacting support.
The user acknowledges and accepts that Normachica and the Platform do not provide emergency assistance. In the event of a health emergency, the user must immediately contact local emergency services (number 112 in the European Union).
The Platform provides an internal messaging feature between the user and the assigned Professional, subject to the following conditions:
The chat service is intended exclusively for organisational communications: schedule management, exchange of logistical documents, confirmation and rescheduling of appointments. It is not permitted to use the chat for clinical, diagnostic or therapeutic communications.
Clinical communications must take place exclusively within scheduled sessions. Normachica disclaims any liability for content of such nature shared via the messaging system.
Messages are retained for a period of 36 months (3 years) from the date of sending, in order to ensure the legal protection of both parties in the event of any disputes. At the end of this period, messages are automatically deleted from the system.
Normachica does not systematically monitor message content. Administrative staff may access messages only in the following circumstances: (i) at the user's request for technical support; (ii) following a report of improper use; (iii) in compliance with a legal obligation or by order of the competent authority. Every access is logged in compliance with applicable data protection legislation.
The system sends email notifications for messages unread for more than 24 hours. The user can manage notification preferences from the settings section of their profile.
In the event of improper use of the messaging service (offensive content, spam, repeated use for clinical purposes despite formal warning), Normachica reserves the right to temporarily or permanently suspend access to the feature, subject to prior written notice to the user.
Normachica is responsible for the correct technical functioning of the Platform and undertakes to ensure its availability within the limits of its technical capabilities. Normachica is not liable for:
Normachica acts exclusively as a technological intermediary and is not responsible for the quality, adequacy or outcome of professional services provided by the Professional, nor for any damages arising from the professional relationship between the user and the Professional.
Without prejudice to applicable mandatory consumer protection legislation, Normachica's liability for indirect, consequential damages or loss of profit is excluded to the extent permitted by law. Should Normachica be held liable for Platform malfunctions, damages shall be limited to the restitution of amounts already paid for Services not received, where permitted by applicable law.
Normachica is exempt from any liability for failure or delay in fulfilling its obligations due to force majeure events beyond its reasonable control and not foreseeable, including but not limited to: civil unrest, cyber attacks, wars, fires, internet or electronic device failures, blackouts, exceptional natural events. Upon the occurrence of such events, Normachica will promptly notify the user by email. The user shall be entitled to a refund of amounts already paid for Services not received.
In the event of a health emergency, the user must immediately contact local emergency services (number 112 in the European Union). The Platform is not an emergency assistance tool.
In the event of violation of these Terms by the user, Normachica may suspend or block, in whole or in part, the user's access to the Services, temporarily or permanently, notifying the user by email. In the event of suspension for reasons attributable to the user, no refund of amounts already paid shall be granted, subject to applicable mandatory legislation.
The obligations set out in Section 7 (User Obligations), as well as the guarantee of successful payment for Services purchased, are essential obligations. Failure by the user to comply with any one of these obligations shall result in automatic termination of the Contract, without prejudice to Normachica's right to claim further damages.
All content on the Platform — including, but not limited to, text, graphics, logos, icons, images, software and source code — is the property of Normachica or their respective rights holders and is protected by applicable intellectual and industrial property laws. Any unauthorised reproduction, distribution, transmission, modification or commercial use of Platform content is expressly prohibited without the prior written consent of Normachica. Normachica grants the user a non-exclusive, free, non-transferable licence without the right to sublicence, limited to the use of the Platform and Services.
Normachica processes users' personal data in compliance with Regulation (EU) 2016/679 (GDPR) and, for users residing in Spain, Organic Law 3/2018 (LOPDGDD). The Platform's data storage and back-end services are based on servers located within the European Union. For detailed information on the purposes of processing, legal bases, data subject rights and how to exercise them, please refer to the Personal Data Processing Policy, available on the Platform.
Normachica reserves the right to modify these Terms exclusively in the presence of justified reasons, such as:
Changes will be communicated to users via email and/or notice on the Platform with at least 15 days' advance notice before they take effect. If the user does not accept the changes, they may withdraw from the contract within the notice period by communicating their wish to info@normachica.com, at no additional cost and with the right to a refund of any prepaid sessions not yet used. Continued use of the Platform after the changes take effect constitutes acceptance of the new Terms.
This clause complies with Annex 1, point 1(j) of Directive 93/13/EEC, which considers unfair terms that authorise unilateral changes without justified reason.
These Terms are governed by Austrian law, as Normachica is based in Austria. However, pursuant to Art. 6(2) of the Rome I Regulation (EC) 593/2008 and Art. 25 of Directive 2011/83/EU, the choice of Austrian law does not deprive the consumer of the protection afforded by the mandatory provisions of the law of their country of habitual residence. Therefore: • For users residing in Spain, the mandatory consumer protection provisions of Royal Legislative Decree 1/2007 (TRLGDCU), the LOPDGDD and the European legislation transposed into Spanish law shall apply. • For users residing in Italy, the mandatory provisions of the Consumer Code (Legislative Decree 206/2005) and European legislation transposed into Italian law shall apply. For the resolution of any disputes, the parties undertake first to attempt amicable conciliation. Failing this, the court of the consumer's domicile shall have jurisdiction, in accordance with Art. 18 of Regulation (EU) 1215/2012 (Brussels I bis).
In accordance with Regulation (EU) 524/2013 on online dispute resolution for consumers, the European Commission has established a platform for alternative dispute resolution (ODR), accessible at: https://ec.europa.eu/consumers/odr. The Normachica email address for complaints via the ODR platform is: info@normachica.com.
If any clause or part of these Terms is declared null, unlawful or illegitimate by a court, this shall not affect the remaining provisions and their validity and effectiveness.
These Terms are available in a consultable and downloadable format on the Platform and are attached to the booking confirmation email.
For any request, complaint or communication: Normachica Owner: Norma Chica Email: info@normachica.com These Terms and Conditions were updated on April 5, 2026 and fully replace all previous versions.
By using our Platform, you confirm that you have read and understood these Terms. Book a session