Terms and Conditions

Last updated: Nov 16, 2023

Please read these terms and conditions carefully before using Our Service.

• The age limit for our service is anyone over the age of 1 year old and must be accompanied by their responsible adult in case of under 18 years of age.

• These are virtual appointments for a maximum of 20mins per appointment. Please check our pricing list too.

• The Clinician usually entertain only one problem per appointment and if you have more than one issue then you may have to make another appointment.

• You will be given a script/prescription that can be sent to the named pharmacy near you that is open at that time of consultation, or the next following day.

• The prescription is private, and you will need to pay the chemist for the prescription.

• Your consultation copy of the records will be emailed to the email given at the time of booking or if requested it to be changed during the time of the consultation.

• Your consultation is strictly confidential between you and your clinician^*

• We may request and recommend and encourage that you share your GP's name so that we can have continuity of care or to share information that will help store your care records in one place. We would of course respect your wishes if you do not want to share them.

• We would request that you respect all our staff, and we work on a zero-tolerance policy. Any improper or rude behaviour will not be tolerated, this might lead the Staff ending your consultation or cancelling your appointment.

• All refunds will be subject to company laws, policy. There will be a few disclaimers you will have to sign prior to booking a consultation and abide by that during the consultation.

• You have the right to leave a comment of your experience or if you have any complaint to raise. Please follow the process on remarks/comments section.

• All information given by you (patient) is your responsibility and when you agree to these terms and condition it means you take responsibility for the information given by you for yourself or for your loved ones(in case of minor or elderly patients or with other disabilities ).

• All information given is accurate and to the best of your knowledge. Any discrepancies or misrepresentation will be the liability of the patient or their relative making this appointment (in case of minor or elderly patients or with other disabilities).

• LWC will not be liable if incorrect information is provided by the patient or by their responsible relative, and for any consequences that could result due to that incorrect information.

• You can forward or share any information and notes pre appointment. You can do this by emailing us (please see the contact us section for the email address).

• Medical practitioners are responsible for their own clinical practice and for the advice, investigation and treatment that they provide.

• London Wellbeing Care is not liable for patients’ well-being outside of the clinic’s opening hours and does not provide an out of hours service.

• All patient details and records are kept in the strictest of confidence by LWC. We share information only with other medical service providers involved directly in your care such as the laboratory or imaging centre doing your tests; or specialists to whom you have requested referral. We use phone, fax and email to communicate with these other service providers and, while we aim to communicate confidentially, we accept no responsibility for breaches of these communication routes. We will not share your information with anyone else, unless you give us permission to do so, for example with your GP. The only exceptions where a patient is considered to be a danger to themselves or others, or when required to do so by a court order. In providing us with an email address or phone number we consider this implied permission to contact you by this means regarding your healthcare.

• London Wellbeing Care can only consult with the patient themselves or the parent or legal guardian of a child under 16. We cannot conduct a consultation about a relative or friend without their permission although we can give general health advice. The person must be in the UK at the time of the consultation or normally reside in the UK.

• Patients have the right to access their health records in line with the Data Protection Act 1998.

• Our staff have the right to work in an environment free from violent, threatening or abusive behaviour and everything will be done to protect that right. At no time will any violent, threatening or abusive behaviour be tolerated.

• We reserve the right to refuse access to our service to certain individuals. Examples include those who behave violently, threateningly or abusively; patients who do not agree to pay for our services, requests for potentially addictive or controlled drugs: unethical requests such as assessing virginity or foetal scans for gender with a view to gender selective termination; patients who we are unable to assist such as those who need emergency or specialist treatment; those whose request we do not consider to be in their best interests; those who we consider to be a risk to themselves or others.

• The Patient should be able to consent on behalf of themselves or other related that He/she does not have any safeguarding(Adult/child) concerns.

^*Exceptions: 1. We are duty bound to share information, if we find any risk to yourself or to others. 2. If we are approached by any authority who have a good reason and evidence to request your information (this cannot be done without your permission unless the later applies as mentioned above).

Our Appointment & cancellation policy

As well as the general terms and conditions above:

• London Wellbeing Care is a private clinic which charges a fee for its services. In accepting a consultation with a medical practitioner who may be a doctor, nurse or any other clinician, you agree to pay for that practitioner’s time regardless of the outcome of the consultation. Any additional time, investigation or treatment is chargeable at additional cost. The fee for a phone or email consultation is taken prior to commencement of the consultation.

• Any Refunds are subject to management discretion

• London Wellbeing Care can only consult with the patient themselves or the parent or legal guardian of a child under 16. We cannot conduct a consultation about a relative or friend without their permission although we can give general health advice. The person must be in the UK at the time of the consultation or normally reside in the UK.

• We reserve the right to refuse to conduct a telephone or email consultation or to terminate a consultation.

• This service is not suitable for those who are acutely unwell and we advise those with acute illnesses to contact their GP or attend their local A+E department.

• We cannot accept responsibility for non-receipt of emails or unobtainable telephone numbers.

• All patient details and records are kept in the strictest of confidence unless you give us permission to share information, for example with your GP. The only exceptions are where a patient is considered to be a danger to themselves or others, or when required to do so by a court order.

• Medical practitioners are responsible for their own clinical practice and for the advice, investigation and treatment that they provide.

• London Wellbeing Care is not liable for patients’ well-being outside of the clinic’s opening hours and does not provide an out of hours service.

Our Appointment & cancellation policy

Our objective is that all patients receive the best possible experience. If you are running late for your appointment, we will do our best to fit you in Please be aware that late arrival may result in a shortened or cancelled appointment. A cancelled appointment will result in the fee terms detailed above.

Appointments

Appointments can be made on our online clinic management system via the ‘Book Now’ on our London Wellbeing Care Clinic website https://londonwellbeingcare.com/index.html or Facebook Page or by calling the clinic on +44 (0) 203 633 5114. This policy is to confirm your commitment to attending the scheduled appointment and to protect the Clinic interest in the event of late cancellations or ‘no-shows’.

Card Capture When booking an appointment, you must provide a valid debit or credit card number and you are agreeing to our cancellation policy below. This information is captured electronically and will only be used in the event of a late cancellation (see policy details below).

Appointment Reminders

A booking reminder will be sent via email and text message 24-48 hours before your appointment. Please respond ‘YES’ to confirm your attendance. New patients are asked to arrive 10 minutes early for their appointment to ensure relevant forms are signed. We appreciate your time is valuable and we will do our best to respect your time and see you at your appointment time. Equally, we would appreciate it that you arrive on time for your appointment as arriving late may impact on the time available to you for your appointment

Cancellations

We do our utmost to run an efficient appointment system which means we can minimise wasted treatment time and keep waiting lists down. Our professional team will have set aside time for your care. We understand that appointments may need to be changed and cancelled from time to time and we will work with you if an emergency does arise. Cancellations at short notice, however, usually means that we are unable to re-allocate the time to other patients. To facilitate appointments for others and to ensure clinic costs are kept to a minimum we have a cancellation policy in place.

Cancellation Fees

Cancellation with more than 7 days from time of appointment: If you wish to cancel or reschedule your booking then no administration fee will be charged with the 100% balance refunded.

Cancellation between 3-7days from time of appointment: If you wish to cancel your booking then a £15.00 administration charge will be levelled with the balance refunded for face-to-face appointments and £10 for virtual consultations.

If you reschedule your booking, then no administration fee will be charged with the 100% balance refunded.

Cancellation between 24-72 hours’ notice from time of appointment: If you wish to cancel your booking then a £20 administration charge will be levelled with the balance refunded for face-to-face appointments and £15 for virtual consultations.

If you reschedule you will receive a credit note towards your future appointments.

Cancellation with less than 24 hours from time of appointment: Cancellations with less than 24 hours’ notice will incur a cancellation fee of 50% Any remaining credit will be put towards future appointments.

Cancellation or rescheduling fees will be issued as supplementary fee invoice to the client and are to be paid in full to the within 15 days of the date of the issued invoice.

In the case of extenuating circumstances, a client may appeal cancellation charges by submitting a Cancellation Appeal Form, which can be requested via email or online. A decision on the outcome of a client's appeal may take up to 10 working days

At no point can the amount exceed the original treatment plan cost. Pre-paid treatments are not transferrable to another patient or client. Pre-paid treatments can be transferred to another service or product within the clinic with a matching value. Cancellation fees are applicable on all pre-paid treatment appointments as per policy above.

Clients who cancel late or have non-attendance two or more times in a 12 month period may be denied any future appointments.

** Any Appeals will be subject to company discretion.

Membership

• This is an agreement and once agreed and accepted is a binding for the Prime member to complete all the instalment payments if the instalment option is. selected.

• You can make one full payment or choose the interest free 6 payments as a payment plan.

• You can make maximum of 3 appointments in a month, this will be Only for the first 2 months of the membership.

• If more appointments are required, please email the admin team to discuss this.

• You must abide by the all the other booking terms and conditions. Please review them through this link (add link)

• All appointment are 20mins.

• As you are a member you get free referrals and sick notes.

• You may still be charged for private insurance letters or claim letters unless these are done in the stipulated consultation time for an appointment. The clinician may charge extra if additional time is required to complete the paperwork.

• If you need more appointments than that is been allocated in the membership, then please contact us with the request. The extra requested appointments will always be less than full consultation price (£47.95).

• If we have no appointment for the required day, we will try and create an extra appointment or put you as a priority patient for the following day.

Membership Cancellation Fees

• Your membership is a contractual obligatory agreement. However, you have a cooling off period of 14 days.

• If no appointment has been made during the first 14 days, then, you can terminate the membership and the agreement would not be valid. All monies paid would be returned and no further payments would be required.

• If you have made an appointment in the first 14 days of signing the agreement, then you can still terminate the contract but must pay the full price for the consultation (£47.95) done, also an admin fee of £ 15 as a termination fee will have to be paid.

• We would like to be flexible and hence any concerns please emails and inform us early of issues and circumstances if the membership payment cannot be paid.

• You may terminate the policy any time in the year if you want to . If you decide to do so then, you will have to pay the difference for the full consultation price for the number of apointments taken for that year and an admin fee of £30 will be charged to you.

• your membership will automatically renew annually but we will send you a reminder with the next year’s premium and the monthly instalments plan details 2 months in advance.

• if you do not want to continue for the following year, please respond to the reminder or email or call us at least 14 days prior to the end of your contract.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of these Terms and Conditions:

• Affiliate means an entity that controls, is controlled by or is under common control with a party, where "control" means ownership of 50% or more of the shares, equity interest or other securities entitled to vote for election of directors or other managing authority.

• Country refers to: United Kingdom

• Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to LONDON WELLBEING CARE LTD, 13 Hanover Square Mayfair London W1S 1HN United Kingdom.

• Device means any device that can access the Service such as a computer, a cellphone or a digital tablet.

• Service refer to the items offered for sale on the Service.

• Orders mean a request by You to purchase service from Us.

• Service refers to the Website.

• Terms and Conditions (also referred as "Terms") mean these Terms and Conditions that form the entire agreement between You and the Company regarding the use of the Service.

• Third-party Social Media Service means any services or content (including data, information, products or services) provided by a third-party that may be displayed, included or made available by the Service.

• Website refers to London Wellbeing Care, accessible from https://www.londonwellbeingcare.com

• You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Acknowledgment

These are the Terms and Conditions governing the use of this Service and the agreement that operates between You and the Company. These Terms and Conditions set out the rights and obligations of all users regarding the use of the Service.

Your access to and use of the Service is conditioned on Your acceptance of and compliance with these Terms and Conditions. These Terms and Conditions apply to all visitors, users and others who access or use the Service.

By accessing or using the Service You agree to be bound by these Terms and Conditions. If You disagree with any part of these Terms and Conditions, then You may not access our Service.

You represent that you are over the age of 18. The Company does not permit those under 18 to use the service unless accompanied with an adult

Your access to and use of the Service is also conditioned on Your acceptance of and compliance with the Privacy Policy of the Company. Our Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your personal information when You use the Application or the Website and tells You about Your privacy rights and how the law protects You. Please read Our Privacy Policy carefully before using Our Service.

Placing Orders for service

By placing an Order for service through the Service, You warrant that You are legally capable of entering into binding contracts.

Your Information

If You wish to place an Order for service available on the listed services, You may be asked to supply certain information relevant to Your Order including, without limitation, Your name, Your email, Your phone number, Your credit card number, the expiration date of Your credit card, Your billing address, and Your shipping information.

You represent and warrant that: (i) You have the legal right to use any credit or debit card(s) or other payment method(s) in connection with any Order; and that (ii) the information You supply to us is true, correct and complete.

By submitting such information, You grant us the right to provide the information to payment processing third parties for purposes of facilitating the completion of Your Order.

Order Cancellation

We reserve the right to refuse or cancel Your Order at any time for certain reasons including but not limited to:

• Service availability
• Errors in the description or prices for services
• Errors in Your Order

We reserve the right to refuse or cancel Your Order if fraud or an unauthorized or illegal transaction is suspected.

Your Order Cancellation Rights

Any service you purchase can only be returned in accordance with these Terms and Conditions and Our refund Policy.

Our Refund Policy forms a part of these Terms and Conditions. Please read our Refund Policy to learn more about your right to cancel Your Order.

Your right to cancel an Order only applies to service that are returned in the same condition as You received them. You should also include all of the product's instructions, documents and wrappings. service that are damaged or not in the same condition as You received them, or which are worn simply beyond opening the original packaging will not be refunded. You should therefore take reasonable care of the purchased service while they are in Your possession.

We will reimburse You no later than 14 days from the day on which We receive the notice for refund of service and if falls in the given details above. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement if once agreed as per the cancellation and refund policy.

Availability, Errors and Inaccuracies

We are constantly updating Our offerings of service on the Service. The services available on Our list may be mispriced, described inaccurately, or unavailable, and We may experience delays in updating information regarding our service on the website and in our advertising on other websites.

We cannot and do not guarantee the accuracy or completeness of any information, including prices, product images, specifications, availability, and services. We reserve the right to change or update information and to correct errors, inaccuracies, or omissions at any time without prior notice. However we would endeavour to keep you informed if any such changes affect your appointment.

Prices Policy

The Company reserves the right to revise its prices at any time prior to accepting an Order.

The prices quoted may be revised by the Company after accepting an Order in the event of any occurrence affecting delivery caused by certain necessary actions, variation in customs duties, increased shipping charges, higher foreign exchange costs and any other matter beyond the control of the Company. In that event, you will have the right to cancel your Order. We will try the best to communicate with yourself.

Payments

All service purchased are subject to a payment. Payment can be made through various payment methods we have available, such as Visa, MasterCard, Affinity Card, American Express cards, via Stripe.

Payment cards (credit cards or debit cards) are subject to validation checks and authorization by Your card issuer. If we do not receive the required authorisation, we will not be liable for any delay or non-delivery of Your Order.

Links to Other Websites

Our Service may contain links to third-party web sites or services that are not owned or controlled by the Company.

The Company has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third-party web sites or services. You further acknowledge and agree that the Company shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any such content, service or services available on or through any such web sites or services.

We strongly advise You to read the terms and conditions and privacy policies of any third-party web sites or services that You visit.

Termination

We may terminate or suspend Your access immediately, without prior notice or liability, for any reason whatsoever, including without limitation if You breach these Terms and Conditions.

Upon termination, Your right to use the Service will cease immediately.

Limitation of Liability

Notwithstanding any damages that You might incur, the entire liability of the Company and any of its suppliers under any provision of this Terms and Your exclusive remedy for all the foregoing shall be limited to the amount actually paid by yourself.

To the maximum extent permitted by applicable law, in no event shall the Company or its suppliers be liable for any special, incidental, indirect, or consequential damages whatsoever (including, but not limited to, damages for loss of profits, loss of data or other information, for business interruption, for personal injury, loss of privacy arising out of or in any way related to the use of or inability to use the Service, third-party software and/or third-party hardware used with the Service, or otherwise in connection with any provision of this Terms), even if the Company or any supplier has been advised of the possibility of such damages and even if the remedy fails of its essential purpose.

Governing Law

The laws of the Country, excluding its conflicts of law rules, shall govern this Terms and Your use of the Service. Your use of the Application may also be subject to other local, state, national, or international laws.

Disputes Resolution

If You have any concern or dispute about the Service, You agree to first try to resolve the dispute informally by contacting the Company.

Severability

If any provision of these Terms is held to be unenforceable or invalid, such provision will be changed and interpreted to accomplish the objectives of such provision to the greatest extent possible under applicable law and the remaining provisions will continue in full force and effect.

Translation Interpretation

These Terms and Conditions may have been translated if requested, we have made them available to you on our Service. You agree that the original English text shall prevail in the case of a dispute

Changes to These Terms and Conditions

We reserve the right, at Our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will make reasonable efforts to provide at least 30 days' notice prior to any new terms taking effect. What constitutes a material change will be determined at Our sole discretion.

By continuing to access or use Our Service after those revisions become effective, you agree to be bound by the revised terms. If You do not agree to the new terms, in whole or in part, please stop using the website and the Service.

Contact Us

If you have any questions about these Terms and Conditions, You can contact us:

• By email: info@londonwellbeingcare.com

Complaints Policy

Promise to Patients

London Wellbeing Care is committed to deliver a high quality service and endeavours to provide you and your family with excellent personal and professional care whilst at the practice. However, there may be times when your expectations are not met and you are not satisfied with the service you have received.

Our complaints procedure ensures that we respond to your concerns considerately, quickly and as effectively as possible. All comments and complaints are taken seriously, regardless of their nature whether medical, nursing or administrative. This guide outlines our patient complaints procedure and gives you advice about how to make a complaint.

Verbal complaints – in person or by telephone

Every effort will be made to resolve your complaint immediately. However, if your concerns are not resolved to your satisfaction you will be given a copy of this guide explaining how to make a written complaint and what to expect if you do.

Written complaints (by letter or email)

All written complaints should be addressed to the clinic lead of the clinic at which you were seen.

A complaint should be sent to:

London Wellbeing Care
13 Hanover Square
Mayfair
London
W1S 1HN
United Kingdom
info@londonwellbeingcare.com

Your letter should include:

• Who or what has caused you concern
• Where or when the event took place
• What action, if any, has already been taken
• What action you hope your complaint will achieve.

The Clinic Lead will acknowledge receipt of your letter within 5 working days.

The Clinic Lead will review the complaint to determine in the first instance whether it refers to a problem with the service offered by London Wellbeing Care or whether it relates to the medical management by one of our doctors or nurses, or both.

Complaints relating to the service offered by London Wellbeing Care.

If the complaint relates to the service offered by London Wellbeing Care then this will be investigated by the clinic lead and COO and an initial response sent in fourteen working days. If further investigation is needed then the patient will be kept informed of progress.

Complaints relating to medical management by an individual doctor or nurse

In cases where the complaint refers to the management of a medical condition by any particular clinician, the complaint will be passed on to that clinician. He/she will then be responsible for responding to the patient’s complaint. They should acknowledge receipt of the complaint within 7 days. Most doctors and nurses will then consult their professional insurance company (usually the Medical Defence Union or the Medical Protection Society) before producing a full response and these organisations can be very slow to give advice, so this may take some time. In some cases these organisations may ask to contact the patient themselves. London Wellbeing Care will endeavour to expedite this process throughout but is necessarily limited in its ability to influence the time taken by indemnity organisations, and we will do our best to keep the patient informed of progress. All correspondence will be copied to the CEO and COO while ensuring that information is only shared with relevant persons within London Wellbeing Care to ensure patient confidentiality.

London Wellbeing Care only uses fully qualified Clinicians and offers additional training for medical services. London Wellbeing Care has systems in place for the regular review and audit of our clinicians. London Wellbeing Care takes all complaints seriously and where a complaint is made against any clinician working for us, we will review their overall performance and recommend further training where indicated. We will also consider whether any lessons can be learned from the complaint to avoid the situation recurring and implement changes, such as recommending additional training where necessary. Decisions about clinician’s on-going employment are made by the management. Any allegations against an individual clinician are the responsibility of that clinician and not the responsibility of London Wellbeing Care.

Where the complaint also refers to the service offered by London Wellbeing Care this will be addressed separately as above.

Other organisations involved in Good Medical Practice

Any serious allegations about doctor’s fitness to practice should be directed to the General Medical Council at www.gmc.org-uk

Some doctors who work solely in private practice are also members of the Independent Doctors Federation and will take complaints into account when conducting doctors' appraisals. Independent Doctors Federation