BESPOKE HEALTH CLINIC LTD
TERMS AND CONDITIONS: THE MEMORY ASSESSMENT
Last updated: 22/08/2026 · Version 1.0
These terms govern the Memory Assessment provided by Bespoke Health Clinic Ltd. By booking and paying you agree to them. Please read them before you book. They are the only terms that apply to this service.
Bespoke Health Clinic Ltd, company number 12785502, registered office 2 Phildock Wood Road, Derby, England, DE22 4PH. Email info@bespokehealthclinic.com. Our doctors are registered with the General Medical Council and the Clinic is regulated by the Care Quality Commission. We provide our services remotely.
1. What the Memory Assessment is
1.1 The Precision Memory Assessment is a cognitive screening tool provided by Prema Cognition Ltd (company number 16587467, registered office 85 Great Portland Street, London, W1W 7LT) and delivered through their platform. It was developed from research at the University of Cambridge's Memory Lab. It measures how precisely you recall information.
1.2 It is a screening tool, not a diagnostic one. It provides a baseline and adds information to the wider picture of your health. It does not diagnose any condition and it does not give an all clear.
1.3 We interpret your result and advise you. We do not manufacture or operate the assessment itself.
1.4 We provide preventative and optimisation medicine. We do not replace your NHS GP, private GP or health insurance. Our service is additional to, and complements, your existing care.
1.5 If your result or the information you give us suggests that further investigation would be appropriate, we will tell you and support you in taking the next step, which will usually involve your NHS GP.
1.6 If we identify something that in our clinical judgement requires prompt attention, we will make all reasonable efforts to contact you within 48 working hours of identifying it. We will attempt to reach you by telephone and, if unsuccessful, by email and SMS. If we cannot reach you, we may contact your registered GP, or advise you to contact 111 or attend A&E. Please keep your contact details up to date with us.
1.7 Disclosures on your intake form. If your intake form discloses something requiring urgent or specialist attention, we may contact you before your consultation. Where we consider it necessary in your interests we may contact your registered GP or, in an emergency, the emergency services. Where possible we will discuss this with you first.
1.8 This is not an emergency or urgent care service. For urgent medical needs contact your NHS GP, call 111, or attend A&E. In an emergency call 999.
1.9 We cannot and do not guarantee any particular outcome, result or improvement in health. Responses vary between individuals.
2. What is included
2.1 One Assessment, £199, comprises: (a) a health and lifestyle intake form; (b) one Precision Memory Assessment; and (c) one results consultation of 30 minutes, by video, with a GMC-registered doctor.
2.2 Two Assessments, £299, comprises: (a) a health and lifestyle intake form; (b) two Precision Memory Assessments, the second taken approximately three months after the first; and (c) two results consultations of 30 minutes each, by video, with a GMC-registered doctor, the first following your first assessment and the second following your second.
2.3 The fee does not include the cost of any further tests, investigations, medications or supplements that may be discussed. Any such items are optional, charged separately, and we will always tell you the price before proceeding.
3. Eligibility, capacity and what you will need
3.1 You must be aged 18 or over and resident in the United Kingdom, and you must be booking for yourself. We do not accept bookings made on behalf of another adult without their involvement.
3.2 Capacity. If at any stage we have concerns about your capacity to consent to the assessment or to the use of your information, we may pause the service and discuss this with you. With your agreement we may involve a family member, carer or your registered GP. Where we conclude that we cannot proceed safely, we will say so and refund your fee in full, including the assessment element, whether or not your assessment link has been issued. Clause 7.4 does not apply where we have paused the service under this clause.
3.3 You will need a laptop or desktop computer with a stable internet connection. The assessment is not designed for use on a mobile phone.
3.4 We will give you guidance on the conditions in which to take the assessment. Following that guidance materially affects how useful your result is.
3.5 The accuracy of our advice depends on the information you give us. Please complete your intake form fully and accurately.
3.6 We may ask you to verify your identity.
4. How the service is delivered
4.1 On booking and payment you will receive confirmation of your results consultation and a link to your intake form.
4.2 Your assessment link is issued once your completed intake form is received. We review your intake form before issuing the link, and may advise you to delay taking the assessment if your circumstances at that time would make the result less useful.
4.3 Please complete your assessment at least three days before your results consultation, so your doctor can review it beforehand.
4.4 Your results are released and explained at your results consultation. Scores are not issued in advance.
4.5 If your assessment is disrupted or fails for technical reasons, contact us and we will arrange a further attempt at no cost to you.
4.6 If your assessment has not been completed 24 hours before your results consultation, we may reschedule the consultation rather than proceed without a result.
4.7 We will send you a written summary and a copy of your scores after your consultation.
5. Your video consultation
5.1 Consultations are delivered by video. You will need a stable internet connection of at least 2 Mbps, and a supported browser (Chrome, Safari, Firefox, Edge or Samsung Internet). You are responsible for ensuring your device meets these requirements.
5.2 Please join from somewhere private where you can speak freely.
5.3 You may join up to 15 minutes after the scheduled start time. After that the appointment may be treated as missed. If you join late, the consultation will still end at the originally scheduled time.
5.4 Consultations are confidential. Please tell us before the consultation if you would like to record it. We will not unreasonably refuse, and a recording is for your personal use only and must not be published or shared publicly.
5.5 If a consultation is disrupted for reasons within our control, including a technical failure on our side, we will reschedule it at no cost to you.
5.6 Video consultation is not appropriate for every situation. If your doctor considers that an in-person assessment is needed, they will tell you and advise how to arrange it.
6. Payment
6.1 Payment is taken in full at the time of booking, through our payment provider. We do not store your card details.
6.2 Prices are those stated at the time of booking and are the total amount payable. [No VAT is chargeable on this service / Prices include VAT where applicable — confirm your VAT position.]
7. Your right to cancel
7.1 You have a 14 day cancellation period from the date of purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, tell us in a clear statement by emailing info@bespokehealthclinic.com. You may use the model cancellation form at the end of these terms, but you do not have to.
7.2 At booking you are asked to confirm that you want the service to begin before the end of that period, and to acknowledge that you will lose the right to cancel once the service has been fully performed. If you would prefer that we wait until the 14 day period has ended before beginning, email us before completing your intake form.
7.3 Apportionment. For One Assessment, the fee is apportioned equally between the assessment and the results consultation. For Two Assessments, the fee is apportioned equally between the two assessments and the two consultations.
7.4 The assessment element. The assessment is licensed to us on a per-use basis and that cost is incurred when your assessment link is issued. From that point the assessment element is treated as supplied and is not refundable, whether or not you complete it.
7.5 The consultation element. If you cancel within the 14 day period before a results consultation has taken place, the consultation element for that consultation is refunded in full.
7.6 No administration fee applies to cancellations under this clause 7.
7.7 Once the service has been fully performed, being completion of all assessments and consultations included in the option you purchased, the statutory right to cancel no longer applies.
7.8 Refunds are made to the original payment method within 5 to 7 working days.
8. Rescheduling and missed appointments
8.1 Separately from clause 7, you may reschedule your results consultation once at no charge, provided you give at least 24 hours' notice by email to info@bespokehealthclinic.com.
8.2 If you need to reschedule a second time, contact us. We will accommodate this where we reasonably can, though we cannot guarantee it.
8.3 Consultations cancelled with less than 24 hours' notice, or missed without notice, will be treated as used.
8.4 If we have to cancel or reschedule, we will rearrange at no cost to you.
9. Timeframes and expiry
9.1 Your assessment and results consultation must be completed within 6 months of purchase. After that, any unused element expires and no refund is due. This does not apply where the delay is caused by us being unable to offer you an appointment within that period.
9.2 For Two Assessments, the second assessment is intended to be taken approximately three months after the first, and must be taken within 6 months of purchase.
10. If the assessment becomes unavailable
10.1 The Precision Memory Assessment is provided by a third party. If it becomes temporarily unavailable, we will contact you and rearrange, and clause 9 will not count that delay against you.
10.2 If the assessment becomes permanently unavailable to us before we have delivered everything you paid for, we will refund you as follows:
(a) If nothing has been delivered, we refund your fee in full: £199 or £299 as applicable.
(b) If you purchased Two Assessments and have received your first assessment and first consultation, we refund £100. This is the difference between what you paid and the price of our One Assessment option, which is what you will have received.
(c) If you purchased One Assessment and have received your assessment but not your consultation, we refund the consultation element, being half your fee.
(d) Once everything you purchased has been delivered, no refund is due.
10.3 We will not substitute a different assessment for the second one without your agreement. The value of a repeat assessment lies in it being directly comparable with your first, and a different test would not give you that.
10.4 If you would prefer, we can offer you the same value as a consultation with one of our doctors, or as credit against one of our programmes, instead of a refund. The choice is yours, and you are never obliged to take a credit instead of your money.
10.5 A copy of your result is kept in your medical record with us, so it remains available to you regardless of the availability of the assessment platform.
11. Credit against our programmes
11.1 If you purchase one of our programmes within 30 days of your results consultation, £199 will be deducted from the programme fee.
11.2 For Two Assessments the deduction remains £199. Our Insights programme includes one memory assessment; where you have purchased two, the additional assessment has already been provided to you.
11.3 Where you purchased Two Assessments, the 30 day period runs from your first results consultation. Your second assessment and consultation remain available regardless of whether you upgrade.
11.4 The credit applies once, has no cash value, and cannot be combined with other offers.
12. Your information
12.1 Your intake form, assessment result and consultation record form part of your medical record. They are held securely in accordance with our Privacy Policy, UK GDPR and CQC retention requirements.
12.2 Your assessment is delivered through the platform operated by Prema Cognition Ltd, and your data is processed for that purpose under a written agreement with us. Details of all recipients of your personal data, including our practice management and payment providers, are set out in our Privacy Policy at bespokehealthclinic.com/privacy.
12.3 We will share information with your NHS GP or another clinician only with your consent, or where we are required or permitted to do so by law or professional duty, including as described at clauses 1.6 and 1.7.
12.4 You may request a copy of your personal data in a commonly used, machine-readable format under Article 20 of UK GDPR by emailing info@bespokehealthclinic.com.
12.5 We may contact you by email, SMS or telephone about your appointment. Marketing communications are sent only where you have opted in, and you may opt out at any time.
13. Reports and intellectual property
13.1 Your written summary is personalised to you and is for your personal use. Please do not redistribute or publish it commercially.
13.2 Our report templates, educational content and methodologies remain our intellectual property.
14. Complaints
14.1 If you are unhappy with any aspect of your care, please write to us at info@bespokehealthclinic.com. Our formal complaints procedure is available on request and complies with CQC requirements.
14.2 We aim to acknowledge complaints within 3 working days and provide a full response within 20 working days.
14.3 If you remain dissatisfied after our final response, please tell us. We will consider what further steps may help, which may include arranging for your complaint to be reviewed by someone independent of your care.
14.4 You may also raise your concerns with:
(a) the General Medical Council at gmc-uk.org, about the conduct of a doctor; (b) the Care Quality Commission at cqc.org.uk, about the standard of our service. The CQC uses this information in its regulation of us, but does not investigate individual complaints or resolve disputes between you and us.
14.5 The Independent Sector Complaints Adjudication Service (ISCAS) provides independent adjudication of private healthcare complaints for providers who subscribe to it. We are not currently a subscriber and are therefore not obliged to use that scheme. Details are at iscas.cedr.com.
14.6 The Parliamentary and Health Service Ombudsman cannot investigate care that is privately funded.
14.7 Nothing in this clause affects your right to take legal action.
15. Liability
15.1 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded. These terms do not affect your statutory rights.
15.2 We are not liable for indirect or consequential loss.
15.3 We are not liable for loss or damage arising from your failure to give us full and accurate information, or from technical failures in your own equipment or internet connection.
15.4 We are not liable for delays or interruptions caused by circumstances beyond our reasonable control. We will notify you as soon as possible and, where there is a substantial delay, you may reschedule.
15.5 Our total liability in respect of the Memory Assessment shall not exceed the fee you paid for it.
16. General
16.1 If we cease trading, we will complete any service already paid for where we are able to do so, and will notify you in writing as soon as reasonably practicable. Your clinical records will continue to be retained in accordance with CQC and UK GDPR requirements.
16.2 We may update these terms. The version that applies to you is the version in force when you booked. Previous versions are available on request.
16.3 If any provision of these terms is found to be unenforceable, the remaining provisions continue in full force.
16.4 These terms are not intended to give rights to anyone other than you and us under the Contracts (Rights of Third Parties) Act 1999.
16.5 These terms are governed by the laws of England and Wales, and any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
16.6 For any enquiry, or to exercise any right under these terms, email info@bespokehealthclinic.com.
Model cancellation form
Complete and return this form only if you wish to cancel the contract. You may also simply email us.
To: Bespoke Health Clinic Ltd, 2 Phildock Wood Road, Derby, DE22 4PH. Email: info@bespokehealthclinic.com
I hereby give notice that I cancel my contract for the supply of the following service:
Service: ................................................................
Ordered on: ......................................................
Name: ..................................................................
Address: .............................................................
Signature (only if this form is notified on paper): ................................
Date: ...................................................................
