Clear agreements for good and safe care at home
Good care starts with clear agreements. In these general terms and conditions you can read what you can expect from RytelZorg, what we ask of you and how together we ensure safe, personal and reliable care at home. This is an English translation; in case of any difference, the Dutch version prevails.
1.Definitions
| Term | Meaning |
|---|---|
| RytelZorg | RytelZorg – Home care organisation, Parkweg, 2271 BH Voorburg, registered with the Chamber of Commerce under number 94964386. |
| Client | The person to whom RytelZorg provides care, or who requests care. |
| Representative | The person who represents the client by law or by written authorisation, such as a guardian, mentor, administrator, authorised representative or pgb budget holder. |
| Care agreement | The written agreement between RytelZorg and the client about the care to be provided. |
| Care plan | The plan setting out goals, agreements, care visits and the scope of care. |
| Care professional | The staff member or care professional who provides the care on behalf of RytelZorg. |
| Assessment (indicatie) | The decision or assessment stating which care the client is entitled to, for example from the CIZ (Wlz), the district nurse (Zvw) or the municipality (Wmo). |
2.Applicability
These general terms and conditions apply to all offers, care agreements and services of RytelZorg, regardless of the form of funding: personal budget (pgb), Long-term Care Act (Wlz), Health Insurance Act (Zvw), Social Support Act (Wmo) or private payment.
Deviating arrangements are only valid if recorded in writing in the care agreement. In the event of a conflict between the care agreement and these terms, the care agreement prevails. Mandatory statutory provisions, such as the WGBO and the Wkkgz, always prevail.
3.Information in advance
Before care starts, RytelZorg informs you clearly and in understandable language about:
- the care and support we can provide, and what we cannot;
- the funding, the rates and any personal contributions or costs;
- our way of working, availability (24/7) and who your regular point of contact is;
- these general terms and conditions, our privacy statement and our complaints procedure.
You receive these terms free of charge, on paper or digitally.
4.Care agreement
After a no-obligation introductory meeting and an intake, RytelZorg and the client, or their representative, conclude a written care agreement. It includes at least:
- the details of the client and any representative and contact person;
- the start date and duration of the care;
- the type and scope of care, based on the assessment;
- the form of funding and, where applicable, the rates;
- a reference to these general terms and conditions.
For care funded by a personal budget, the care agreement based on the model of the Social Insurance Bank (SVB) is also used. For Zvw care, care starts after an assessment by a district nurse and, where necessary, after approval by the health insurer.
5.Care plan and evaluation
Together with you, and with your loved ones if you wish, we draw up a personal care plan. We do this as soon as possible after care starts, and within six weeks at the latest.
The care plan sets out your wishes and goals, the agreed care visits, who provides the care and how we manage risks. You receive a copy of the care plan.
We evaluate the care plan with you regularly, at least once a year and always when your situation changes. Changes are only made after consulting you.
6.Our obligations
RytelZorg provides good care: safe, effective, client-centred and timely, in accordance with professional standards and the Healthcare Quality, Complaints and Disputes Act (Wkkgz). This means, among other things:
- care is provided by competent care professionals with appropriate training;
- our care professionals hold a valid Certificate of Conduct (VOG);
- we aim for a small, permanent team of care professionals, so you see familiar faces;
- we treat you with respect for your privacy, culture, beliefs and self-determination;
- we coordinate the care with your GP, district nurse and others involved, with your consent;
- we can be reached by phone 24 hours a day, 7 days a week on 06 14 97 58 70.
If an agreed care visit unexpectedly cannot go ahead, we inform you as soon as possible and arrange a replacement where possible.
7.Your obligations
To be able to provide good and safe care, we ask you:
- to give us, to the best of your knowledge, all information needed for the care, such as medication, allergies and changes in your health;
- to inform us in good time of a hospital admission, holiday or other change;
- to provide a safe working environment in accordance with the Working Conditions Act, for example sufficient space, working lighting, no smoking during the care visit and pets kept separate;
- to provide necessary aids, such as an adjustable bed or hoist, when the care professional needs them to work safely;
- to treat our care professionals with respect. We do not accept aggression, intimidation or discrimination.
8.Appointments and cancellation
Care visits are scheduled in consultation. If you cannot keep an appointment, please let us know as soon as possible and no later than 24 hours in advance, by phone or via WhatsApp.
In an acute situation, such as an unexpected hospital admission, we never charge any costs.
If an appointment is not cancelled, or not cancelled in time, without a valid reason, RytelZorg may charge the client for the reserved time, up to a maximum of one hour. These costs are never claimed from the SVB, the health insurer or the municipality.
9.Funding and rates
| Funding | How it works |
|---|---|
| Pgb (Wlz, Wmo, Zvw) | The client or budget holder concludes a care agreement with RytelZorg based on the SVB model. RytelZorg claims the hours provided. The budget holder approves them, after which the SVB pays. |
| Zvw – district nursing | For health insurers with which RytelZorg has no contract, we request approval from the health insurer in advance. We make a written payment arrangement with you in advance about reimbursement and payment. |
| Private | The rates are agreed with you in writing in advance and recorded in the care agreement. |
Care provided by RytelZorg is exempt from VAT under article 11(1)(g) of the Dutch VAT Act 1968. We announce rate changes in writing at least one month in advance.
10.Payment
Invoices are drawn up per calendar month. An invoice paid by the client must be paid within 14 days of the invoice date.
If you have not paid on time, we first send a free reminder with a payment period of 14 days. After that, statutory interest and collection costs may be charged, in accordance with the law.
Do you have questions about an invoice or are you unable to pay on time? Please contact us. We are happy to discuss a payment arrangement with you.
11.Keys and access to your home
If necessary for the care, you can give RytelZorg a key or access to a key safe. We record this in writing.
Keys and codes are stored carefully and anonymously, without a name or address on them, and used only for the agreed care. When care ends, the key is returned to you against signature.
12.Gifts, presents and financial matters
To keep the care relationship sound, the following applies to all our care professionals:
- they do not accept money, valuable gifts, loans or inheritances. A small token of appreciation, such as a bunch of flowers, is allowed;
- they never manage your bank card, PIN, login details or cash;
- they do not sell anything to you or buy anything from you.
13.Privacy and client file
RytelZorg keeps a client file in accordance with the Medical Treatment Contracts Act (WGBO). The file is kept for at least 20 years, as required by law.
Our care professionals are bound by professional secrecy. We only share your data with your consent, or if required by law. You have the right to access and receive a copy of your file.
Read more in our privacy statement.
14.Liability and insurance
RytelZorg is insured for professional and business liability. RytelZorg's liability is limited to the amount paid out by the insurer in the case concerned, except in the event of intent or deliberate recklessness on the part of RytelZorg.
Damage must be reported to RytelZorg in writing as soon as possible, and no later than two months after discovery. The client is liable for damage to care professionals caused by failure to comply with the agreements in article 7.
15.Changes and termination
By the client
You can terminate the care agreement in writing at any time, with a notice period of 7 days. For a pgb, the arrangements in the SVB care agreement also apply.
By RytelZorg
RytelZorg can only terminate the care agreement for a serious reason, such as repeated inappropriate behaviour or when we can no longer responsibly provide the required care. In that case we apply a notice period of one month and actively help you find another care provider.
By operation of law
The care agreement ends automatically upon the death of the client, upon permanent admission to a care institution, or when the assessment or funding lapses and no other arrangement has been made.
16.Complaints and disputes
Are you unhappy about something? First discuss it with your care professional or with us via 06 14 97 58 70 or info@rytelzorg.nl. Together we almost always find a solution.
If we cannot resolve it together, you can use our complaints procedure, in accordance with the Wkkgz:
- you receive an acknowledgement of receipt within 5 working days;
- you receive our written decision within 6 weeks. This period may be extended by up to 4 weeks, of which we inform you in advance;
- an independent complaints officer can help you free of charge;
- if you disagree with the outcome, you can submit the dispute to the independent disputes committee to which RytelZorg is affiliated.
Submitting a complaint never has consequences for the care you receive.
17.Final provisions
RytelZorg may amend these general terms and conditions. We announce changes at least one month in advance. All agreements are governed by Dutch law.
These terms were adopted on 19 September 2026 and replace all previous versions.
Parkweg
2271 BH Voorburg
Chamber of Commerce 94964386 · VAT NL005122664B03 · AGB organisation (pgb) 41546640 · AGB organisation (Zvw) 75756884