Terms and Conditions
These are the terms and conditions on which we provide services to you, including cancellation and complaints.
1- People under the age of 18 are only permitted to use the services if a parent or guardian makes a booking for an appointment and the parent or guardian is present during the appointment, the only exception being that minors between the age of 16 and 18 can attend an appointment with or without a parent present (but the booking for the appointment must still be made via their parent or guardian).
2- You must not use our services for any inappropriate purposes (including, without limitation, to obtain clinically inappropriate prescriptions, requesting sick notes, emergencies).
3- Following an appointment with one of our doctors you must seek further medical advice from us or another healthcare professional if you have any concerns about the information given to you by one of our doctors or if your condition changes, and you must seek immediate medical assistance if you suffer adverse or unexpected effects of any treatment, medicine or healthcare product recommended to you by one of our doctors.
4- You acknowledge that any information on our website is for general educational and informational purposes only and is not intended to amount to advice from a doctor on which you should rely.
5- We offer consultations for a variety of services. A full list of our services is available on our website, but should a service not be included on our website please do contact us to find out if we can offer the service you require.
6- Where you instruct and consent for your doctor to do so, we may send a report or communicate with other third-party healthcare professionals, including your NHS GP and/or Consultant/Specialist relating to the treatment and services we are offering you at the Clinic.
7- You can make an appointment for our services by online booking, email or by telephone. Appointments are subject to availability and are only made available to you at our sole discretion. We do not make any guarantee as to the availability of any single doctor at any time.
8- We will need to take some information from you to provide the services: Certain personal details will be taken from you in order to confirm your appointment. Full and accurate information about your medical history and current symptoms will need to be disclosed to the doctor who treats you prior to your consultation. You will need to complete a registration document and a detailed questionnaire on your medical history. This allows your doctor not only to direct you from a traditional medical perspective but also to understand some of the root causes that may underlie your condition, particularly if it is a long-term chronic condition
9- When you make an appointment for our services as a new patient you are making an offer to buy our services. Your offer will only be accepted by us and a contract formed when we have confirmed your appointment in writing or by telephone and you have paid the full consultation fee upfront, depending on the type of consultation to secure your appointment. If we are unable to accept your appointment, we will inform you of this in writing and will not charge you for any services.
10- When you make an appointment for our services as an existing patient, the contract you entered into when accepted as a new patient will continue to apply and we will charge you the consultation fee upfront. If you are an existing patient as at the time these Terms and Conditions take effect, we will ask you to enter into a contract with us as if you were a new patient so that both you and we are clear about the terms on which our services are provided.
11- Receiving medication. You understand and accept that there is no guarantee that any of our doctors will issue you with a prescription. Issuing prescriptions is at the sole discretion of our doctors. You will be able to collect your prescription from a pharmacist. The time taken to dispense prescriptions can vary. You understand and accept that private prescriptions are fulfilled at a charge and time unique to the fulfilling pharmacy, which is not under our control or the prescribing doctor’s control. It is your choice as to whether you have any prescription fulfilled and at what cost.
12- We are not responsible for delays outside our control. If our performance of the services is affected by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
13- We may have to suspend the services to reflect changes in relevant laws and regulatory requirements or make changes to the services as requested by you or notified by us to you, which may affect your appointments. We will contact you in advance to tell you we will be suspending the services unless the problem is urgent or an emergency. You may contact us to end the contract if we suspend the services which means an appointment is delayed by more than four weeks.
14- Referrals: Should you be experiencing complex medical symptoms which requires specialist attention we may, where appropriate, refer you to an external specialist medical practitioner or consultant. We are not responsible or liable for any advice or treatment an external medical practitioner offers you, regardless of whether we made the original referral.
15- Cost of treatment: The prices for consultations with our doctors are set out on our website as at the date you make an appointment unless we have agreed another price in writing. You will need to pay the selected pharmacist which dispenses your prescription directly for your medication (as described above). If you are referred to a specialist for other services, such as X-rays, scans, etc, you may be billed by Leicester Holistic GP on behalf of the third-party provider.
16- Payment: we will take the full payment at the time you make our appointment. We request that all extra services agreed during the appointment are paid immediately after your consultation has taken place. Alternatively, we may agree to issue an invoice for our services which must be paid within 7 days of the date of the invoice. If you think an invoice is wrong, please contact us promptly to let us know.
17-If you wish to make a change to the services, for example to request to see a different doctor to the one allocated for your appointment or if you want to change the date of your appointment, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the services, their timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
18- We may change the services to reflect changes in relevant laws and regulatory requirements and/or for business reasons, for example because a particular doctor or appointment time is not available. In addition, we may make changes to these terms or the services, but if we do so we will notify you and you may then contact us to end the contract.
19- You can always end the contract before the services have been supplied and paid for. You may contact us at any time to end the contract for the services, including by cancelling an appointment, but in some circumstances, we may charge you certain sums for doing so, as described below.
20- The full booking fees is payable when making the online booking. We will refund 50% of the fees if cancelation is made or requested more than 24 hours from the appointment start time. No refund will be made in case of cancelation within 24 hours or "no show".
21- If you arrive late for your appointment we will make every effort to accommodate you in the remaining time left in your appointment. However, if this is impossible or will result in delaying other clients and causing a congestion in the reception then we have the right to apply the full cancellation policy and ask you to rebook.
22- You may cancel the contract for the following reasons: (a) if the services are faulty or misdescribed; (b) we have told you about an upcoming change to the services or these terms which you do not agree to; (c) we have told you about an error in the price or description of the services and you do not wish to proceed; (d) there is a risk that supply of the services may be significantly delayed because of events outside our control; (e) you have a legal right to end the contract because of something we have done wrong. In those circumstances, you may cancel the contract for services and no fees will be payable. Where possible we will offer to arrange a new appointment for you as soon as possible or another appropriate remedy. If this is not acceptable to you, we will refund any sums you have paid in advance for services which will not be provided and, in some circumstances, you may also be entitled to compensation.
23- We may end the contract between us, terminating your right to use the services, if: (a) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services (e.g completing the questionnaire for new patients); (b) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due; (c) you seriously (as reasonably determined by us) or repeatedly breach any of these terms.
24- We may withdraw the services. We may write to you to let you know that we are going to stop providing the services. We will try to let you know in advance of our stopping the supply of the services.
25- Complaints: If you have any questions or complaints about the services, please contact us initially.
26- Your legal rights. Nothing in these terms will affect your legal rights. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call Citizens Advice on 03454 04 05 06.
27- Our responsibility for loss or damage suffered by you : We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
28- We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
29- We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
30- You may only transfer your rights or obligations under these terms with our written consent.
31- Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
32- If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
33- Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.
34- These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.