What these terms cover. These are the terms and conditions on which we supply services to you.
Why you should read them. Please read these terms carefully before you submit your instruction to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
Information about us and how to contact us
Who we are. We are London Private Medical Services Limited a company registered in England and Wales. Our company registration number is 12592624 and our registered office is at 5 The Porticos, Kings Road, Chelsea, London, United Kingdom, SW3 5UW.
How the Service works: We work with Medical Professionals to provide medical concierge services. This means that if you require medical services, we will assist you to find a suitable Medical Professional and introduce you to them.
We are not Medical Professionals and we do not provide any medical advice or treatment nor do we have a medical duty of care to you.
How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your instruction.
“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
Our contract with you
How we will accept your instruction. Our acceptance of your instruction will take place when we write to you to accept it and you have paid our charges in advance in accordance with clause 13, at which point a contract will come into existence between you and us.
If we cannot accept your instruction. If we are unable to accept your instruction, we will inform you of this and will not charge you for the services. This might be because we do not have an available Medical Professional to refer you to perhaps if your needs are particularly urgent, or there are unexpected limits on our resources which we could not reasonably plan for, or because a credit reference we have obtained for you does not meet our minimum requirements or because we have identified an error in the price or description of the services.
Diagnosis: Most of our clients already have a diagnosis prior to approaching us, however, if you do not have a diagnosis we can arrange for a Medical Professional to conduct an initial examination and then we can subsequently refer you to the most appropriate specialist.
Our Medical Professionals: We will use our reasonable care, skill and efforts to find a suitable Medical Professional for you. We will do this by considering the information you provide to us and our knowledge of the professionals we work with.
Suitability of Medical Professional: We will take all reasonable steps to make sure we connect you with a Medical Professional who we believe is suitable for your requirements please note we are not able to make medical assessments about your condition or the type of treatment you may require – only a qualified Medical Professional can do this.
Appropriateness of Medical Professional. Prior to your meeting with the Medical Professional you should satisfy yourself that they are an appropriate professional for your needs.
If you believe that the Medical Professional we have introduced you to is not medically appropriate for your needs please notify us as soon as possible. Once you have been introduced to a Medical Professional by us and you agree that they are suitable, you will have a separate contract with them for the supply of medical services. We will not be a party to that contract and cannot accept any liability under it.
Medical Professional availability: If we have successfully introduced you to a suitable Medical Professional but they cannot provide their services to you then we will use our reasonable efforts to source an alternative and equally suitable professional without additional charge.
Additional services: We also offer a full concierge service and can assist you with hotel bookings and travel arrangements. We can arrange bespoke hospital requests flowers, dietary, linen, toiletries etc. Full details can be found here.
Your rights to make changes
Making changes. If you wish to make a change to the instruction 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.
Our rights to make changes
We do not expect to make any changes to our services. If we do need to change our service we will contact you and explain whether there will be any changes to the price or timing and you may then contact us to end the contract and receive a full refund before the changes take effect.
Providing the services
When we will provide the services. We will supply the services to you from the date set out in the instruction for the time period set out in the instruction. The estimated completion date for the services is as told to you during the instruction process. 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.
What will happen if you do not provide required information to us. As we informed you in the description of the services on our website, we will need certain information from you so that we can provide our services to you, for example, your name, address, medical history and payment information, insurance information.
We will contact you to ask for information. If you do not, within a reasonable time of us asking for it, provide us with this information, or you provide us with incomplete or incorrect information, we may either end the contract (see clause 1) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for providing the services late or not providing any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
Reasons we may suspend the services. We may have to suspend the services to:
update the services to reflect changes in relevant laws and regulatory requirements;
make changes to the services as requested by you or notified by us to you (see clause 6);
if you do not pay us (see 6 below);
while an invoice is in dispute.
Your rights if we suspend the services. We will try to avoid suspending our services. However, if it is necessary for us to do so we will contact you in advance to tell you we will be suspending the services, unless the problem is urgent or an emergency. If we have to suspend the services for longer than 24 hours in any 7day period we will adjust the price so that you do not pay for services while they are suspended. You may contact us to end the contract if we suspend the services, or tell you we are going to suspend them, in each case for a period of more than 24 hours and we will refund any sums you have paid in advance for services not provided to you.
We may also suspend the services if you do not pay. If you do not pay us for the services when you are supposed to (see clause 4) and you still do not make payment within seven days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the services. As well as suspending the services we can also charge you interest on your overdue payments (see clause 13.5).
Your rights to end the contract
You can always end the contract before the services have been supplied and paid for. Please see the information at 12 for how you may cancel the contract after your instruction has been made.
You may contact us at any time to end the contract for the services, but in some circumstances we may charge you certain sums for doing so, as described below.
What happens if you have good reason for ending the contract. If you are ending the contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any services which have not been provided or have not been properly provided. The relevant reasons are:
You do not think that the Medical Professional we have introduced you to is medically appropriate for your needs;
we have told you about an upcoming change to the services or these terms which you do not agree to (see clause 1);
we have told you about an error in the price or description of the services you have booked and you do not wish to proceed;
there is a risk the services may be significantly delayed because of events outside our control;
you have a legal right to end the contract because we have breached the terms of the contract or failed in our duty of care to you.
What happens if you end the contract without a good reason. If you are not ending the contract for one of the reasons set out in clause 3, the contract will end immediately but we may charge you reasonable compensation for the net costs we will incur as a result of your ending the contract.
Please note that if you end the contract because you do not think the Medical Professional is appropriate for your needs and you subsequently use that professional for treatment you will be required to pay all the costs that would have been payable under this contract.
How to end the contract with us (including if you have changed your mind)
To end the contract with us, please let us know by doing one of the following:
Phone or email. Call customer services on 447985319300 and +442073525400 or by writing to us at email@example.com. Please provide your name, details of the instruction and, where available, your phone number and email address.
Online. Complete the [form INSERT LINK TO ONLINE FORM] on our website.
We will refund you using the method you used to pay us. We shall make any undisputed refunds as soon as reasonably possible and in any event within 14 days of our agreement to the refund.
Our rights to end the contract
We may end the contract if you break it. We may end the contract at any time by writing to you if:
you do not make any payment to us when it is due and you still do not make payment within seven days of us reminding you that payment is due; or
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, for example, identity information or payment information.
You must compensate us if you break the contract. If we end the contract in the situations set out in clause 1 we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
We may stop providing the services. We may write to you to let you know that we are going to stop providing the services.
If there is a problem with the services
How to tell us about problems. If you have any questions or complaints about the services, please contact us. You can contact us by telephoning our consumer service team at 447985319300 and +442073525400 or by writing to us at firstname.lastname@example.org.
Key legal rights. Consumer Rights Act 2015.
Exercising your right to change your mind. Consumer Contracts Regulations 2013.
You have a legal right to change your mind within 14 days of us accepting your instruction and receive a refund.
Please note that if our services have been completed even if the cancellation period is still running you do not have the right to change your mind.
If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
If your instruction includes travel bookings and hotel rooms you will pay the providers directly. You should note that in respect of our services for travel for a particular date you may not be able to exercise your right to cancel because you have changed your mind.
Price and payment
Where to find the price for the services. The price of the services (which includes VAT) will be the price set out in our price list in force at the date of your instruction unless we have agreed another price in writing. We take all reasonable care to ensure that the prices of services advised to you are correct. However please see clause 3 for what happens if we discover an error in the price of the services you have booked.
We will pass on changes in the rate of VAT. If the rate of VAT changes between your instruction date and the date we provide the services, we will adjust the rate of VAT that you pay, unless you have already paid for the services in full before the change in the rate of VAT takes effect.
What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. We will normally check prices before accepting your instruction so that, where the service’s correct price at your instruction date is less than our stated price at your instruction date, we will charge the lower amount. If the service’s correct price at your instruction date is higher than the price stated in our price list, we will contact you for your instructions before we accept your instruction. If we accept and process your instruction where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and not perform the services.
When you must pay and how you must pay. You must make an advance payment of the fees before we arrange your consultation with the Medical Professional. Some Medical Professionals require an advance payment before a booking can be made. If this is the case we will inform you as soon as possible and you must arrange this directly with the Medical Professional.
We can charge interest if you pay late. If you do not make any payment to us by the due date (see clause 4) we may charge interest to you on the overdue amount at the rate of 4 % a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
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, for example, if you discussed it with us during the sales process. Our liability under this contract is limited to 100% of the value of the services we have provided to you.
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; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services [as summarised at clause 2.
Medical Practitioners are not our employees, agents or subcontractors and we cannot accept any liability for loss or damage that you may suffer as a result of their actions or inactions.
We are not liable for business losses. We only supply the services for personal and private use. If you use the services for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
How we may use your personal information
Other important terms
We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within one week of us telling you about it and we will refund you any payments you have made in advance for services not provided.
You may only transfer your rights under our guarantee to someone else. You may only transfer your rights or your obligations under these terms to another person with our written consent. However, you do not need our consent to transfer the benefit of our guarantee in clause 12 (see clause 12).
Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in clause 0 in respect of our guarantee. Neither of us will need the consent of any person acquiring rights under our guarantee to end the contract or make any changes to these terms.
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.
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.
Which laws apply to this contract and where you may bring legal proceedings. These T&Cs are governed by the Laws of England and both London Private Medical Services and the User agree to submit to the exclusive jurisdiction of the English Courts.
Alternative dispute resolution. If you are not happy with how we have handled any complaint you may want to contact the London Arbitration Centre.