Terms and Conditions

Last updated: Nov 16, 2023

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

*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:

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 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


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 Cancellation Fees

Interpretation and Definitions


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.


For the purposes of these Terms and Conditions:


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:

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.


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.


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.


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:

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
United Kingdom

Your letter should include:

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