PAYMENT AND SECURITY

All available services (counselling, supervision, workshops) can be found on the Services Overview page. Clicking on a chosen service opens its dedicated page with a detailed description, terms and price.

Before payment, the appointment needs to be arranged and confirmed by e-mail ([email protected]). The whole process looks like this:

1. Contact by e-mail: [email protected]
2. Confirmation of the appointment (date and time)
3. The client makes payment using one of the available methods
4. Confirmation that the payment has been successfully recorded
5. The link for the online meeting (Google Meet or Zoom) is sent, if the appointment is online

Before the transaction is initiated, the client is clearly shown the price of the chosen service, any discount from a coupon code, and the total amount to be charged, in convertible marks (KM/BAM). An appointment is considered finally confirmed and reserved only once it has been agreed by e-mail and the payment has been recorded.

The service is provided in one of two formats, as agreed with the client:

In person, in Sarajevo — a direct meeting at an agreed location.
Online, via video call (Zoom or Google Meet) — available to clients from other cities or countries.

The standard length of an individual session is 55 minutes, unless stated otherwise for a specific service on its dedicated page.

The psychotherapy, counselling and supervision services offered are not intended for emergencies or crisis situations requiring immediate medical or psychiatric intervention. If you need urgent help, please contact the nearest emergency service or crisis line in your area.

If, for justified reasons, the service provider is unable to keep an agreed appointment, the client will be notified in good time by e-mail, with the choice of a new appointment or a full refund of the amount paid, at the client’s discretion.

Direct transfer to domestic account (recommended for BiH)

A direct transfer to the domestic account via bank or post office — with no additional transaction costs.

Payment by invoice

Payment can also be made based on an issued invoice — including payments on behalf of a company or organisation (legal entity).

Online card payment

Payment can also be made online, via a secure payment page, using Mastercard®, Maestro® or Visa cards.

All payments are processed in convertible marks (KM/BAM). If you use a card issued abroad, the amount charged to your card is obtained by converting it into your local currency at the exchange rate applied by your bank on the day the transaction is processed, so a small difference from the originally displayed amount is possible.

A fiscal receipt is issued for every payment made. If you need your full name to appear on the fiscal receipt (e.g. for insurance purposes), please mention this in advance, in the e-mail when arranging the appointment — otherwise a standard fiscal receipt is issued without a name.

The client may cancel or request to reschedule an agreed appointment by e-mail, no later than 24 hours before the scheduled appointment.

In the case of a cancellation, the amount paid is generally not refunded, since the appointment was reserved exclusively for that client. In certain cases, it may be possible to reschedule to a new date instead of a refund.

If the client cancels less than 24 hours before the appointment, or does not show up without prior notice, the amount paid is not refunded.

If the client does not show up, the service provider sends an e-mail reminder a few minutes after the scheduled start time, and a further e-mail once the appointment time has passed, as evidence of non-attendance.

If an online session cannot be held or is interrupted due to technical issues beyond either party’s control, the session is continued as soon as possible or rescheduled, at no additional cost to the client.

Complaints can be sent to [email protected], stating the order number if available. Where approved, refunds are made using the same method the payment was made with, within 14 days.

The confidentiality of your data is protected using the latest version of TLS encryption. Payment pages are secured using the Secure Socket Layer (SSL) protocol with 128-bit data encryption.

The Monri Payment Gateway is certified to the PCI DSS Level 1 security standard required by Visa and Mastercard rules. The service provider does not store credit/debit card numbers, and these are not accessible to unauthorised persons.

The payment page uses the 3D Secure protocol, which provides additional user authentication for online card payments.

We undertake to protect our clients’ personal data by collecting only the basic data necessary to fulfil our obligations. All client data is kept strictly confidential and accessible only to those for whom it is necessary to carry out their work.

The content of therapeutic or supervisory work is treated as strictly confidential, in accordance with the professional, ethical and legal standards of the psychotherapy profession, independently of data relating to payment and scheduling.

Personal data protection is carried out in accordance with the Law on the Protection of Personal Data of Bosnia and Herzegovina and the relevant secondary legislation.