Appointment Booking, Cancellations, and Rescheduling
Appointments should be cancelled or rescheduled at least 72 working hours before the scheduled time to qualify for a refund of any deposit or prepayment made, minus a non-refundable £25 administration fee.
If more than 72 working hours’ notice is given, appointments can be rescheduled without penalty or additional fee.
Late cancellations or rescheduling requests result in the full loss of any deposit or consultation fee.
Late Arrival and Did Not Attend (DNA) Appointments
If a patient arrives more than 10 minutes late to a scheduled 30 minute remote consultation, the appointment will be marked as DNA (Did Not Attend). The consultation will not go ahead and the patient will need to rebook. In these circumstances, the consultation fee or deposit may be forfeited in line with the cancellation policy.
Patients who arrive less than 10 minutes late into a 30 minute consultation may be seen if possible, but this is not guaranteed and available time may be reduced.
Patients who are not contactable or arrive later than five minutes into a scheduled 15-minute consultation will be classified as a DNA (did not attend). The consultation will not go ahead and the patient will need to rebook. In these circumstances, the consultation fee or deposit will be forfeited in line with the cancellation policy.
Payment Processing
Stripe is a global payment processing company that enables secure online payments for businesses and clinics. Stripe encrypts payment details and processes transactions without storing sensitive card information on clinic systems, helping ensure compliance and patient security.
Payment processing services are provided by Stripe. The payment details provided by patients are passed directly to Stripe and are subject to Stripe’s terms of service and privacy policy. By entering payment card details, patients consent to the use of those details by Stripe for the purpose of payment processing. The clinic does not store any payment card details on its systems and incurs no liability for failure or data breach by any third-party provider (including but not limited to Stripe, System Provider, or providers of Associated Services) to keep information secure.
Patients who wish to learn more may visit the official Stripe website: https://stripe.com/gb.
Refunds for eligible cancellations are made directly to the original card or payment method via Stripe, with the administration fee of £25 deducted. Refunds can take 5–10 business days to be completed.
Data and Card Security
Patient financial and health records are managed in compliance with the Data Protection Act 2018 and UK GDPR.
Service Eligibility – UK Location Requirement
Remote clinical consultations are only available to patients who are physically located in the UK at the time of their consultation. This ensures clinical advice, prescriptions, and services comply with UK healthcare regulations and emergency services remain available.
Emergency Care Disclaimer
This service cannot provide emergency medical assessments or urgent care, including mental health crisis intervention.
If you are experiencing any of the following symptoms:
- Shortness of breath
- Painful breathing
- Coughing up blood
- Persistent high fever
- Dizziness or faintness
- Severe pain
- Suicidal thoughts or urges, or a mental health crisis
You must seek urgent medical care. Please call NHS 111, contact your NHS GP, or in an emergency, call 999 or attend your local A&E.
If you are feeling suicidal or in crisis, contact 999 or your local urgent care mental health crisis team immediately. Do not wait—support is available 24/7.
Relationship to NHS GP
This online service does not replace your NHS GP or existing general practice services. Patients are encouraged to maintain regular contact with their NHS GP, especially for ongoing health needs, chronic conditions, and continuity of care. This service is intended as a complement to, not a substitute for, your NHS GP.
Appointment Guarantee
No guarantee is given that any appointment slot will remain available until confirmed in writing. The clinic may reschedule or cancel appointments due to clinician availability or clinical necessity, without liability for resulting losses or costs.
Prescriptions
Prescriptions are issued solely at the clinician’s discretion and only if deemed appropriate and safe. There is no guarantee that a prescription will be provided at any consultation; this decision follows the clinician’s judgment and regulations.
Recording of Calls and Consultations
Phone and video calls, including consultations, may be recorded for training, quality assurance, and legal compliance purposes. Patients acknowledge such recordings may take place. Recordings are stored securely in accordance with the Data Protection Act 2018 and UK GDPR, not shared except where legally required, and accessible only to authorised clinic staff.
Medical Records System
We use a platform called Semble to securely keep medical records, to manage our appointments and for invoicing purposes.
A full description of their Privacy Policy and Terms and Conditions, please visit https://www.semble.io/terms-of-service
We may a medical transcribing service called Heidi for consultation notes. This is not a recording service.
For a full description of their Privacy Policy, Terms and Conditions, and UKGDPR policy, please visit https://www.heidihealth.com/uk
Remote Consultation Interruptions
We do our utmost to ensure that remote consultations proceed without interruption. However, uninterrupted access cannot be guaranteed. If a technical issue affects your consultation, every reasonable effort will be made to contact you by telephone to continue the discussion.
Remote Consultation Requirements
Patients must:
- Attend from a quiet, private, and confidential place
- Use a good WiFi or internet connection
- Be appropriately dressed
- Never consult while driving or during any unsafe or distracting activity
For remote consultations, patients should upload a valid photographic ID (e.g. passport, driving licence, national ID card) prior to their first appointment and or bring that ID to the consultation for verification.
For patients under 18 years, a parent or legal guardian must be present for the consultation, and should upload their own photographic ID and proof of parental responsibility (e.g. birth certificate) in advance, and have these available during the consultation.
These protocols follow Care Quality Commission (CQC) and NHS guidance to ensure safe, effective care, protect medical records and identity, safeguard children and vulnerable adults, and comply with regulatory requirements.
All documentation is managed securely under the Data Protection Act 2018 and UK GDPR.
Data Protection and Confidentiality
All patient information, records, and recordings are managed and stored per the UK Data Protection Act 2018 and UK GDPR. Personal data is only shared when necessary for treatment, payment, or legal reasons. Patients may request access, correction, or deletion of their data as allowed by law.
Sharing Information with Your GP
Sharing clinical information with your GP is best clinical practice in UK healthcare, safeguarding continuity and safety of care. However, the patient decides whether information is shared with their GP unless required by law.
- Patients are routinely asked if they wish consultation or prescription details to be shared with their GP. Information will be shared only if explicit consent is given, unless in emergencies or legal obligations.
- Refusal to share is respected, but clinicians will advise on any risks to future care. Consent regarding sharing with your GP can be amended anytime.
Legal Exceptions (When Confidentiality May Be Overturned):
- Court order or statutory requirement
- Serious risk to patient or others (safeguarding, abuse, crime)
- Notifiable disease or public health emergency
- Public interest to prevent or protect from harm, with expert consultation as required
Whenever possible, patients will be informed of any such disclosures, which are rare and only made where law or ethical duty applies.
Use of our clinic services constitutes acceptance of these terms.