CLIENT TERMS AND CONDITIONS
Please take your time to read these Terms. They include important information about us and the way in which we will provide care to you. If you have any questions about these Terms then we will be happy to answer them, so please do ask us.
References to “you” or “your” means you, as our client and the recipient of our Services. References to “us”, “we” or “our” means Optimise Health Clinics Limited. The meanings of other words shown in bold in these Terms are included in the Glossary at Part E.
These Terms are structured in the following order:
· PART A – Our Services, Booking and Cancelling Consultations
· PART B – Paying for our Services and Annual Membership Plans
· PART C – Feedback and Complaints
· PART D – Other Important Terms
· PART E – Glossary
These Terms do not contain specific information about how much your care will cost. Details of our costs are set out in our Standard Prices available on our Website at http://www.optimisehealthclinic.co.uk. If you buy an Annual Membership Plan with us, the details will be communicated to you in writing. If you are unsure about the costs of your care please ask us at any of our Clinics, by our Phone Service on 0121 396 1323 or by email at email@example.com.
Please bear in mind that we may need to update these Terms from time to time. If we do this, then we will let you know. You will always be given the opportunity to read any updated Terms and ask us questions before agreeing to any changes.
PART A – OUR SERVICES, BOOKING AND CANCELLING CONSULTATIONS
1. What Services do we provide?
We publish a list of our Services that are available on our Website and at our Clinics. The Services may be updated from time to time, so please check our Website to see our up to date list. We also offer Annual Membership Plans tailored to your specific needs. Details are available upon request. You may not transfer your Annual Membership Plan to anyone else.
2. How can you book a Consultation for our Services?
I. You can book Consultations for any of our Services:
i. through our Website https://www.optimisehealthclinic.co.uk/
ii. via our Phone Service at 0121 396 1323.
II. You can access up-to-date information about Consultation availability on our Website or via our Phone Service.
3. How can you set up an Annual Membership Plan?
I. Please contact us via our Phone Service at 0121 396 1323 so that we can discuss your needs and put together an Annual Membership Plan that is right for you.
II. You may not transfer your Annual Membership Plan to anyone else.
III. The Order for an Annual Membership Plan shall only be deemed to be accepted when you issue written acceptance of the Order. The Contract shall come into existence on payment, which must be made in advance of the first Consultation.
4. What are Partner Services?
I. Sometimes, we might not be able to offer you the service or treatment that you require at our Clinics. If this is the case, then we might recommend that one of our Partners supports your care. The services that our Partners provide are referred to in these Terms as Partner Services.
II. We will never involve a Partner in your care unless you want us to. If we believe that a Partner Service is necessary then we will always let you know beforehand. You will be given the opportunity to ask questions about the Partner, how we will work with the Partner and the nature of the Partner Services.
III. If you decide that you would like to receive Partner Services, then you will need to let us know. If you require Partner Services, then we will book a Consultation on your behalf and provide you with the details that you need.
IV. You will also make payment for Partner Services through us. Details of how to pay for Partner Services are set out in Part B of these Terms.
V. We choose our Partners carefully and will guide you through the process of obtaining Partner Services. The Partner will be responsible for the care that our Partners provide to you. Our Partners will be responsible for the Partner Services and we will not be liable for their acts or omissions.
VI. To reflect this, our Partners may ask you to register with them separately and/or to sign up to their own terms of providing care.
As well as our Partners, you may receive Services from a Consultant. Consultants are clinicians that are self-employed or employed by another company or partnership, who we select to provide Services to you. We will not be liable for the acts or omissions of Consultants.
6. What happens if you need Treatment from us?
I. If you decide to receive a Treatment, then we will explain the Treatment to you and any risks involved. We will always give you time to ask us questions about the Treatment.
II. When you are satisfied that your questions have been answered in a way that you understand, we will ask you to sign a Consent Form. We will not provide you with any Treatment without a Consent Form.
7. How will you receive your Results?
I. When we perform a Treatment for you that does not produce instant Results, we will ask how you would like to receive your Results. If you do not specify how you would like to receive particular Results then we will send you your Results using your Preferred Method(s) of Contact. If you would prefer to receive your Results in a different way, then you will need to let us know at the time of receiving the relevant Treatment.
II. You will have the opportunity to discuss your Results with us at no additional charge.
III. If you have received a Treatment from one of our Partners that does not produce instant Results, we will send you your Results using your Preferred Method(s) of Contact. If you would prefer to receive your Results in a different way, then you will need to let us know as soon as possible after receiving the Treatment from our Partner.
8. How do you cancel your Consultation/Services?
I. You may cancel or re-schedule your Consultation notifying us via our Phone Service on 0121 396 1323.
II. If you want to cancel or re-schedule a Consultation for one of our Services then we ask that you let us know as soon as possible if you would like to cancel or re-schedule.
III. If you cancel or re-schedule a Consultation more than 48 hours before your Consultation is due to begin, a full refund will be given. If you less than 48 hours before your Consultation is due to begin no refund will be given. If you fail to attend a Consultation, then no refund will be given.
IV. If you have an Annual Membership Plan and you cancel or re-schedule a Consultation more than 48 hours before your Consultation is due to begin, you will be able to book an equivalent Consultation at a more suitable time. If you cancel less than 48 hours before your Consultation is due to begin, you will forfeit the value allocated to your cancelled Consultation in your Annual Membership Plan. If you fail to attend a Consultation, you will forfeit the value allocated to the missed Consultation in your Annual Membership Plan.
9. What happens if we can no longer offer the Services?
I. In most cases, the Services that we provide to you will come to a natural conclusion (for example, where you have booked and received a single Consultation).
II. If for any unforeseen reasons we decide that you can no longer receive Services from us we will let you know as soon as possible and give reasons for our decision. We will charge you for all Services that you have received up until the point that we notify you, but you will not be charged for anything after this point.
10. What happens if you want to cancel your Annual Membership Plan?
I. If you choose to cancel your Annual Membership Plan before it expires, you will still be liable for any outstanding payments for the duration of the Annual Membership Plan.
PART B – PAYING FOR OUR SERVICES AND ANNUAL MEMBERSHIP PLANS
11. How much will you have to pay?
I. The price that you pay for the Service(s) you receive will be the price for that Service stated in our Standard Prices. The Standard Prices are available on our Website and at our Clinics.
II. Unless a Promotion applies, our Services will be charged in accordance with our Standard Prices. We may change our Standard Prices from time to time and will publicise this on our Website.
III. The version of the Standard Prices that will apply to the Services you receive will be the Standard Prices at the time that you book your Consultation.
IV. Partner Services are not covered by our Standard Prices. If we recommend a Partner Service to you then we will let you know the cost of the Partner Service when we make the recommendation, including what the cost will cover. However, please always read any terms that our Partners provide to you as these will apply to the services you receive from our Partners.
V. The price that you pay for an Annual Membership Plan offered to you will be communicated to you by email.
12. Does a Promotion apply?
I. From time to time, we might offer a Promotion. Promotions may be advertised on our Website, in our Clinics or elsewhere.
II. If we offer a Promotion then we may publish separate terms with that Promotion, which will explain how the Promotion works, what the Promotion covers, and whether and how you can use it. If you wish to use a Promotion then you will need to agree to the related terms.
III. If you have any questions about Promotions then please ask us.
13. When do you need to pay us?
Consultations and Services:
I. We will ask you to pay for any Consultations or Services at the time that you book your Consultation.
II. We will take payment for all other Services requested during your Consultation on the day of your Consultation before you leave the Clinic.
III. We will ask you to pay for any Partner Services at the time that you ask us to book the Partner Services. We will only ever charge you for Partner Services booked through us. If you book services directly with one of our Partners then you will need to pay for these services directly.
Annual Membership Plans:
IV. You may pay for an Annual Membership Plan in either one instalment in advance of the first Consultation or you may pay the cost of the first Consultation in advance and the balance of the fee for the remaining Consultations in equal monthly instalments over the course of the Annual Membership Plan.
14. How do you pay?
We accept debit or credit cards as methods of payment.
PART C – FEEDBACK AND COMPLAINTS
15. We love your feedback as it helps us recognise the great work of our dedicated team and identify areas where there is room for improvement. If you have any feedback for us, including any complaints about our Services, please call us using our Phone Service at 0121 396 1323 or email us at firstname.lastname@example.org.
PART D – OTHER IMPORTANT TERMS
16. Your Contract with us
I. By signing the Registration Form, you agree to be bound by these Terms.
II. If there is any inconsistency between the documents that make up your Contract, then these Terms will take precedence. If there is any inconsistency between your Contract and any of our marketing or advertising materials, including details of any Promotion, then your Contract will take precedence.
III. We may need to update these Terms from time to time. If we do this, then we will let you know using your Preferred Method(s) of Contact. You will always be given the opportunity to read any updated Terms and ask us questions before agreeing to any changes. Once you have agreed to any updated Terms then the new version will only apply to those Services that you book after confirming your agreement. The most up-to-date version of the Terms will always be available on our Website and in our Clinics.
17. Personal information
A parent or guardian of a child under 18 may register that child to receive Services from us. Where a parent or guardian has registered a child with us then that parent or guardian agrees to be bound by these Terms. References to “you” or “your” will also be to the parent or guardian of a child under 18.
19. Contact with your NHS GP
I. We reserve the option to share information (including a summary of the care, Services and/or Treatment that we provide to you) with your NHS GP at our clinicians’ discretion if there is an overriding clinical, legal or safeguarding reason to do so. In all other cases, we will not share information with your NHS GP unless you have given us your consent.
II. In some cases, we may need to obtain your medical records from your NHS GP in order to provide you with care, Services and/or Treatment. We will never obtain your medical records without your consent. If you do not give consent then we may need to discontinue your care in accordance with Clause 12.3 of these Terms.
20. Personal property
Whilst visiting any of our Clinics, you will be responsible for your own belongings. We cannot accept any responsibility for the loss of, theft of or damage to any of your property or the property of anyone that accompanies you.
21. Third Party Rights
Except for you and us, no other person will have any rights under or in connection with these Terms or your Contract.
22. Changes in Relevant Law
If there is a change in Relevant Law then we may no longer be able to provide certain types of care. In agreeing to these Terms, you accept that this is the case. We will always let you know if there has been a change in Relevant Law that affects any Services we are providing to you or have provided to you in the past, as well as the consequences of any changes.
We may assign and/or transfer your Contract to any person or organisation that acquires our assets or to any other Group Company.
24. Governing Law
These Terms and your Contract with us, including any disputes or claims arising out of it, will be governed by and construed in accordance with the law of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.
PART E – GLOSSARY
“Annual Membership Plan” means a plan of Consultations and Services tailored to your specific needs for a set period of time (usually one year).
“Clinic(s)” means one or more of our Optimise Health Clinics Limited clinics.
“Consultant” means a self-employed clinician (acting in their individual capacity or through a company or partnership) that is not an employee of Optimise Health Clinics Limited, but engaged by Us to provide Services to You.
“Consultation” means a booked interaction face to face or by other means.
“Contract” means these Terms, your Registration Form, any Consent Form(s) and/or ancillary documents.
“Consent Form(s)” means (if applicable) the signed document containing your consent for us to provide you with the Treatment listed in the document or any accompanying Treatment Letter.
“Group Company” means Optimise Health Clinics Limited, its subsidiaries or holding companies from time to time and any subsidiary of any holding company from time to time.
“Order” means your order for the supply of Services or your order for an Annual Membership Plan as set out in your written acceptance of our written quotation to you.
“Partner(s)” means one or more of the organisations we work with to provide the Services to our clients.
“Partner Service(s)”means the service or services that our Partners provide to you.
“Phone Service” means our telephone booking and customer care service: 0121 396 1323.
“Preferred Method(s) of Contact” means the one or more contact methods specified in your Registration Form, as updated by you from time to time in accordance with these Terms, and by which you are happy for us to contact you as set out in these Terms.
“Promotion” means any other basis on which we offer Services or care aside from the basis set out in these Terms or our Standard Prices (if any).
“Registration Form” means the document by which you provided your personal information to us during registration online or in person.
“Relevant Law” means any and all laws, regulations, guidelines and professional standards or obligations applicable to the delivery of our Services or care to you.
“Results” means the outcome of any tests, treatments or procedures that we or our Partners have provided to you.
“Services” means all those services and Treatments offered by us from time to time, as listed on our Website.
“Standard Prices” means our standard prices from time to time for Services and Additional Items, as listed on our Website at https://www.optimisehealthclinic.co.uk/).
“Terms” means these terms and conditions.
“Treatment” means any treatment(s), test(s) or procedure(s) that we may carry out for you, which will be detailed in or with any Consent Form.
“Us”, “we” or “our” means Optimise Health Clinics Limited, a company registered in England and Wales. Our company registration number is 11449249 and our registered office is at The Colmore Building, 20 Colmore Circus Queensway, Birmingham, B4 6AT, United Kingdom.
“Website” means http://www.optimisehealthclinic.co.uk.
“You” or “your” means you, as our client and the recipient of our Services.