Frequently Asked Questions about Complaints and Returns

Have you consulted the manual yet? It will guide you through all the steps to take if problems occur or an error message appears. If your question is beyond the scope of the manual, please contact our technical support at technischsupport@newfysic.nl .

If your question has not been answered, please contact us; we will gladly help you in another way.

Once we have received the returned products, we will refund the purchase amount within 5 working days.

If your question has not been answered, please contact us; we will gladly help you in another way.

We're sorry to hear that. You can report this via info@newfysic.nl for location-related questions. If it concerns the NewFysic scale, please send it to technischsupport@newfysic.nl . We'll gladly resolve it for you.

If your question has not been answered, please contact us; we will gladly help you in another way.

If you are unable or unwilling to discuss your complaint with us, or would like independent support, please contact the Healthcare Complaints Portal. Healthcare Complaints Portal is an external
organization we are affiliated with to help resolve dissatisfaction and complaints about our care.

If you have submitted your complaint or dissatisfaction, the Healthcare Complaints Portal will assess whether it meets the conditions for handling it and which procedure is appropriate.

If any information is missing or unclear, they will contact you to complete it and ensure that the complaints procedure is initiated correctly.

Would you like advice on how to handle a situation you're unhappy about? You can also contact the Healthcare Complaints Portal. This doesn't initiate legal proceedings.

Submit your complaint using the complaints form on the Complaints Portal Care website. You can also send an email to nfo@klachtenportaalzorg.nl . Not sure which complaints procedure applies to you? Complaints Portal Care can help you with that too.

Social Support Act (WMO)

Consists of:

• A complaints procedure and/or mediation by an independent complaints officer;
  
• Access to the KPZ Disputes Committee for a binding decision on a complaint. You can submit your complaint to the Disputes Committee as a dispute if you are dissatisfied with the solution we offer after completing the complaints procedure.

Wkkgz care covers all care, such as Long-Term Care Act (Wlz) and Personal Budget (PGB) care. Excluded are: Youth care under the Youth Act, involuntary/compulsory care (Wzd and Wvggz apply in this case), and WMO care provided by care providers who only offer WMO care.

Social Support Act (WMO)

Consists of:

• A complaints committee that, after hearing both sides, makes a decision on the extent to which a complaint is justified.

The WMO procedure is only followed if the care provider exclusively provides Wmo care and the municipality believes this complaints procedure is sufficient. Otherwise, the Wkkgz procedure is followed.

Youth care falling under the Youth Act

Consists of:

• Direct access to the Youth Care Complaints Committee for a decision on the validity of a complaint (or parts thereof), supplemented with advice to the care provider;
  
• The Healthcare Complaints Portal always offers mediation to complainants who expect that the complaint can be resolved in this way.

Care and Coercion Act, the Wzd

Consists of:

• A complaints committee that will make a decision on the measure the complaint concerns within 2 to 4 weeks.

The Wzd applies when involuntary care is provided to people with intellectual disabilities or psychogeriatric conditions. The healthcare organization must have a Wzd policy in place and have chosen this complaints procedure as an additional option.

Did you receive the wrong product or are you not satisfied? You can return the product within 14 days in its original packaging. You will receive a refund within five business days.

The return address is: NewFysic
Attn: Returns Department
Spinnerij 69
1185 ZS Amstelveen

Was your question not answered here? Please contact us, we'll gladly help you in another way.

This can always be arranged by mutual agreement, but unfortunately the branch cannot issue a refund. We therefore advise you to return it to our head office. That way it's easier and more efficient.

The return address is: NewFysic
Attn: Returns Department
Spinning mill 69
1185 ZS Amstelveen

If your question has not been answered, please contact us; we will gladly help you in another way.

The "Not satisfied, money back" guarantee only applies to participants at our locations, not to people who participate in our program online.

The rules of the game are clear and as follows:

• The NewFysic user follows the personalized nutrition plan and does not deviate from it.
• The NewFysic user takes the prescribed supplements every day and drinks 1.5 to 2 liters of water per day.
• The NewFysic client visits his/her coach at the location no later than the 8th day after the start date for a weighing and repeats this for 4 consecutive weeks (the weighings take place every 7 days in this way).
• If the NewFysic user has met the above conditions and has not lost more than 1 kilogram within a period of 4 consecutive weeks, the customer can invoke this guarantee.

If your question has not been answered, please contact us; we will gladly help you in another way.