1.1. These general terms and conditions of service (hereinafter the Terms) set out the rights, obligations and liability of UAB „Patikra“, company code 302696709, registered office at Tyzenhauzų g. 10-25, LT-02108 Vilnius (hereinafter the Organisation), and the client when the Organisation provides services.

1.2. The Organisation comprises the Metrology Laboratory (verification, calibration and inspection) and the Certification Department (conformity assessment). The Organisation operates in accordance with the requirements of LST EN ISO/IEC 17020, LST EN ISO/IEC 17025 and LST EN ISO/IEC 17065 and the accreditations granted by the Lithuanian Accreditation and Standardization Agency.

1.3. Definitions:

• Client means a natural or legal person who has submitted an application or order to the Organisation.
• Services means measuring instrument verification, calibration, inspection, conformity assessment (certification) and related work.
• Item means a measuring instrument, product, software or documents submitted by the client in respect of which services are provided.
• Application (order) means the client's request for services, submitted using the Organisation's form, by email or by another means that provides a written record.

1.4. An agreement between the Organisation and the client is deemed to have been concluded when the client submits an application (order) and the Organisation accepts it by confirming it in writing or by email, issuing an invoice or starting to provide the services. These Terms form an integral part of that agreement.

1.5. By submitting an application (order), the client confirms that they have read and accept the Terms. The Terms are published on the Organisation's website at www.patikra.lt, and a link to them is provided in application forms, order confirmations and invoices.

1.6. Where a separate written agreement is concluded with the client, the Terms apply to the extent that the agreement does not provide otherwise.

2.1. In the application (order), the client specifies their details, contact person, items and their identification details, the requested service, and the location and time for carrying out the work. For certification, the documents specified in the Organisation's application form must also be submitted.

2.2. Before accepting an order, the Organisation verifies that the requirements are clear, that it has the necessary competence and resources, and that providing the service poses no threat to impartiality. If the Organisation cannot fulfil the order, it informs the client and states the reason.

2.3. Services are provided using methods approved and validated or verified by the Organisation. If the method requested by the client is inappropriate or outdated, the Organisation informs the client.

2.4. Where a statement of conformity (e.g. “conforms” / “does not conform”) is provided at the client's request, it is made in accordance with a decision rule agreed with the client, unless that rule is prescribed by legislation or a normative document.

2.5. Any change to or deviation from the order is agreed with the client in writing (by email). If a change arises after work has begun, the Organisation informs the client immediately.

2.6. The Organisation may use subcontractors only after informing the client in advance and, where required by the standards, obtaining their consent. The Organisation is responsible for the work performed by the subcontractor.

3.1. The client undertakes to:

• provide accurate and complete information necessary to provide the services and notify the Organisation of any changes to it;
• submit items in an appropriate condition, with the necessary accessories, documents and software identification details;
• where work is carried out at the client's premises, ensure safe access to the items and appropriate working conditions, and familiarise the Organisation's employees with local safety requirements;
• in the case of certification, comply with the requirements of the certification scheme and notify the Organisation of changes that may affect conformity;
• pay for the services provided on time.

3.2. The Organisation undertakes to:

• provide services competently, impartially and in accordance with applicable legislation, standards and methods;
• maintain confidentiality in accordance with Section 6 of these Terms;
• inform the client of circumstances that prevent or delay the provision of services;
• refrain from providing the client with consultancy on the design, manufacture or maintenance of the item whose conformity is being assessed.

3.3. The Organisation has the right to refuse or suspend services if the client fails to provide the necessary information or items, ensure safe working conditions, comply with the requirements of the certification scheme or pay for the services.

4.1. The results of the services are provided in a verification certificate, calibration certificate, inspection or test report, certificate of conformity or another document issued by the Organisation. The results apply only to the items concerned and only in the condition in which they were submitted and examined.

4.2. Verification marks and seals are applied in accordance with legislative requirements. The client must not damage, remove or transfer them.

4.3. The Organisation's documents may only be reproduced in full, unless the Organisation agrees otherwise in writing.

4.4. The client may rely on a certificate of conformity only for the products and within the scope specified in the certificate. The certificate or a reference to certification must not be used in a manner that is misleading or damages the Organisation's reputation.

4.5. When a certificate is suspended, withdrawn or expires, the client must cease to rely on it, remove references to it from advertising and other documents, and take any other actions specified by the Organisation.

4.6. A reference to the Organisation's accreditation or an accreditation mark may be used only in accordance with the rules of the Lithuanian Accreditation and Standardization Agency and with the Organisation's consent.

4.7. If an error is identified after the results have been issued, the Organisation issues a corrected document and informs the client.

5.1. Service prices are determined on a case-by-case basis and agreed with the client before the order is accepted.

5.2. Services are paid for against a VAT invoice issued by the Organisation within 10 calendar days of its issue, unless another payment period is specified in the invoice. The Organisation may request advance payment.

5.3. If the client is late in paying, the Organisation may charge late payment interest of [0.05] % for each day of delay and suspend further services or the issue of documents until payment is received.

5.4. If services are not provided due to the client's fault (e.g. the item is not submitted or access is not provided), the client pays the costs already incurred by the Organisation, including travel costs.

5.5. Conformity assessment costs are payable regardless of the assessment result.

6.1. The Organisation is responsible for managing all information obtained or created in the course of providing services and treats it as confidential. This includes documents, technical data, software, results, reports, certificates and correspondence provided by the client.

6.2. Information made public by the client, or whose publication has been agreed with the client, is not considered confidential.

6.3. The client is informed that the Organisation publishes [a register of issued certificates of conformity: certificate number, client name, product type and validity status]. The Organisation may publish other information only after informing the client in advance.

6.4. Confidential information is disclosed to third parties only with the client's written consent, except where disclosure is required by legislation.

6.5. Where disclosure of information is required by legislation or contractual obligations (e.g. an assessment by an accreditation or supervisory body), the Organisation informs the client in advance of the information to be disclosed, unless prohibited by legislation.

6.6. Information about the client obtained from sources other than the client (e.g. complainants or authorities) is also treated as confidential. Its source is not disclosed to the client unless the source agrees.

6.7. The client undertakes to keep confidential any non-public information provided to them by the Organisation (e.g. quotations and internal methodology documents).

6.8. Confidentiality obligations continue after the provision of services has ended.

7.1. The Organisation processes the personal data of the client's representatives and contact persons (first name, surname, position, telephone number and email address) to conclude and perform the agreement, fulfil statutory obligations and comply with accreditation requirements.

7.2. Personal data are processed in accordance with the General Data Protection Regulation (EU) 2016/679 and retained for as long as required by legislation and the Organisation's records retention procedure.

7.3. Data subjects may exercise their rights by contacting the Organisation by email at patikra@patikra.lt.

8.1. Items submitted to the Organisation are identified and their condition is assessed upon receipt. Any damage or deficiencies observed are recorded and reported to the client before work begins.

8.2. Items are stored so as to prevent damage, loss or mix-ups. They are not lent, rented, transferred to third parties or used for other purposes.

8.3. After the services have been provided, the client collects the items within [10] working days, unless otherwise agreed. The client pays the costs of transporting and insuring the items.

8.4. If an item is not collected within [3] months of notification that the service has been completed, the Organisation may charge a storage fee in accordance with its price list.

8.5. The Organisation is not liable for damage to an item arising from the instrument's own design or condition where verification or calibration has been carried out in accordance with the method.

9.1. The client or another interested person may submit a complaint about the Organisation's activities or an appeal against a decision made by the Organisation in writing by email to patikra@patikra.lt or by post to the Organisation's address.

9.2. An appeal against a certification decision must be submitted within [30] calendar days of receipt of the decision.

9.3. The Organisation acknowledges receipt of the complaint or appeal, examines it and communicates its decision in writing within [30] calendar days. Complaints and appeals are handled by persons who were not involved in the disputed activity.

9.4. Submitting a complaint or appeal and having it examined does not result in adverse consequences for the person submitting it. A description of the complaints and appeals handling procedure is available on request.

10.1. The parties are liable for failure to fulfil their obligations in accordance with the legislation of the Republic of Lithuania. The Organisation's liability for direct damage is limited to the price paid for the specific service, except where the damage is caused intentionally or through gross negligence.

10.2. The Organisation is not liable for losses arising from inaccurate or incomplete information provided by the client or from use of the item for purposes other than its intended use.

10.3. The parties are released from liability where they were unable to fulfil their obligations due to force majeure circumstances.

10.4. The Organisation has the right to amend the Terms. Amended Terms are published on www.patikra.lt and apply to orders accepted after their publication. Clients with long-term agreements are informed in writing of material changes at least [30] days in advance.

10.5. Disputes are resolved through negotiation and, if no agreement is reached, in the courts of the Republic of Lithuania at the location of the Organisation's registered office, unless legislation provides otherwise.

10.6. The Terms take effect on 14 October 2026 and apply to orders accepted on or after that date.