Pay-As-You-Go Appointment Terms and Conditions
These terms and conditions govern the provision of pay-as-you-go appointments provided by Bespoke Health Clinic. By booking and pre-paying for an appointment, you agree to these terms and conditions as well as the terms and conditions of video consultation.
1. Pre-Payment Policy
1.1 Pre-payment is required to secure all appointments. Payments must be made at least 48 hours before the scheduled appointment time and will be taken via Semble Pay using Stripe.
1.2 Pre-payment of 100% of the standard appointment fee may be required. This excludes costs associated with medications, tests, or procedures, which are billed separately.
1.3 Appointments will be cancelled if pre-payment is not received within 48 hours of the scheduled time.
1.4 Any remaining balance, including charges for tests, medications, or additional services, must be paid in full at the conclusion of your consultation.
1.5 Any tests, medications, supplements or additional services will be provided only upon receipt of full payment, which must be cleared in advance. Please note that payment processing may take up to 72 hours.
2. Prescriptions
2.1 Prescriptions are only issued following a consultation, at the sole discretion of the doctor, and only when deemed appropriate, legal, and responsible.
2.2 You acknowledge that prescriptions are issued solely for personal use. If a prescription is lost, the doctor may reissue a copy at their discretion, which may incur an additional fee.
2.3 The cost of medications is not included in the consultation fee and will be charged separately by the pharmacy.
2.4 It is your responsibility to store prescribed medications securely and prevent unauthorized access or use, particularly by children.
2.5 Please see Prescriptions under Terms and conditions for video consultation
3. Cancellation Policy
3.1 To cancel an appointment, you must notify us at least 48 hours before the scheduled time via email or phone. You can email info@bespokehealthclinic.com
3.2 Appointments cancelled less than 48 hours before the scheduled time will incur the full charge, and no refund will be provided.
3.3 Cancellations made more than 48 hours in advance will incur a 10% administrative fee. Alternatively, appointments cancelled more than 48 hours in advance may be rescheduled free of charge.
3.4 If you arrive more than 15 minutes late for your appointment, we may be unable to accommodate you, and the appointment will be deemed missed.
3.5 In the rare case that Bespoke Health Clinic has to cancel your appointment; we will notify you by email as soon as possible if it becomes necessary to amend, reschedule, or cancel your appointment. Should Bespoke Health Clinic cancel your appointment for any reason, it will be rescheduled at no additional cost to you.
4. Late and Missed Appointments
4.1 If you arrive late for your appointment, the consultation will still end at the originally scheduled time, and the full appointment fee will apply.
4.2 Missed appointments, including cancellations made within 48 hours of the scheduled time, will be charged in full and cannot be rescheduled or refunded.
5. Refund Policy
5.1 All eligible refunds are subject to a 10% administration fee.
5.2 Refunds for pre-payments will only be processed to the original payment method and will be issued within 5–7 business days.
5.3 No refunds will be provided for medications, tests, or treatments once administered or dispensed.
5.4 Refunds are not available for services that have already been provided.
6. Consultant and Third-Party Services
6.1 Additional services, such as blood tests, continuous glucose monitors, ECGs, or other investigations, may be provided by third-party providers. These services are subject to the terms, conditions, cancellation policies, and fees of the respective third-party provider.
6.2 Bespoke Health Clinic is not liable for any disputes or issues arising from third-party services.
6.3 If you verbally agree to the charge for extra services, this will be considered as your authorization for Bespoke Health Clinic to process the payment. The charge will be applied to the credit or debit card used to book your appointment, and payment must be settled at the conclusion of the consultation. If your payment method is declined, the requested service or investigation will not be ordered. Should you wish to proceed with the request using a different payment method, you will be required to email info@bespokehealthclinic.com and a new invoice will be emailed to you which you can settle with a valid credit or debit card.
7. Promotional Pricing
7.1 Appointments booked during promotional periods and subsequently rescheduled or cancelled will not retain the promotional rate if the promotion has ended.
7.2 All appointments are charged at the prevailing rates at the time of the final booking.
8. Privacy and Communication
8.1 By booking an appointment, you consent to the processing of your personal data in accordance with our Privacy Policy.
8.2 We may contact you via email, SMS, or phone for appointment-related matters using the details provided during booking.
9. Applicable Law
9.1 These terms and conditions are governed by English law, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
10. Contact Information
For further inquiries or to reschedule your appointment, please contact us:
Terms and Conditions for Direct Debit Subscription Plan
These terms and conditions govern the Direct Debit Subscription Plan ("Bespoke Subscription Plan") provided by Bespoke Health Clinic Ltd through GoCardless. By subscribing, you agree to comply with these terms and conditions as well as the terms and conditions of video consultation.
1. Subscription Overview
1.1 The Subscription Plan provides up to 6 consultations over a 12-month period (365 days). Consultations can be conducted virtually, as specified at the time of booking.
1.2 The Subscription fee is payable in 12 monthly instalments via Direct Debit through GoCardless.
1.3 Consultations not used within the 12-month period do not roll over, cannot be transferred, and have no cash value.
1.4 There must be a minimum interval of six weeks between consultations unless explicitly authorized by Bespoke Health Clinic for an earlier appointment. Any additional consultations requested within this six-week period will be charged separately as a pay-as-you-go consultation.
1.5 If you choose to enrol in the 12-month subscription plan after completing your first full priced pay-as-you-go Deep Dive consultation, a £100 credit will be applied. This credit is exclusively available following the initial Deep Dive consultation and after subscribing to the 12 month subscription and can only be used towards blood test investigations or an additional consultation. The credit is not transferable, redeemable for cash, or applicable to any other services.
2. Cooling-Off Period
2.1 You have a 14-day cooling-off period from the date of subscription.
2.2 If you book or attend a consultation within the cooling-off period, you waive your right to cancel and the full 12-month contract applies.
3. Consultation Rules
3.1 Patients may only book one appointment per day unless explicitly advised otherwise by the doctor.
3.2 If you require additional consultations beyond the 6 included, these can be purchased at a discounted rate.
3.3 Missed appointments or late cancellations (within 48 hours of the scheduled time) are deducted from your annual allowance.
3.4 If you cancel your appointment within 48 hours of your appointment time, this will be classed as a missed appointment and cannot be rescheduled
3.5 If you cancel your appointment with more than 48 hours’, this will remain as an unutilised appointment within your membership and can be re-booked at a later date
4. Renewal and Cancellation
4.1 The Subscription Plan is a 12-month minimum contract.
4.2 After the initial 12 months, the subscription will automatically renew on a monthly rolling basis, which can be cancelled with 28 days' written notice.
5. Payment and Pre-Payment Policy
5.1 Pre-payment for consultations is required at least 24 hours before the appointment. Failure to pre-pay may result in cancellation.
5.2 Refunds for eligible cancellations (with more than 24 hours’ notice) will incur a 10% administration fee.
6. Prescriptions
6.1 Prescriptions will only be issued after a consultation and are at the sole discretion of the doctor.
6.2 Prescriptions are for personal use only. Lost prescriptions may be reissued at the doctor’s discretion and may incur a fee.
6.3 Prescriptions issued during your consultation are subject to the doctor’s discretion and are for personal use only. Please note that the cost of medication is not included in your consultation fee and will be charged separately by the pharmacy.
6.4 Please see Prescriptions under Terms and conditions for video consultation
7. Refunds
7.1 Refunds are not available for unused consultations
8. Cancellation Policy
8.1 Appointments cancelled with less than 48 hours' notice are non-refundable and will be counted as used.
8.2 Appointments cancelled more than 48 hours in advance may be rescheduled
8.3 In the rare case that Bespoke Health Clinic has to cancel your appointment; we will notify you by email as soon as possible if it becomes necessary to amend, reschedule, or cancel your appointment. Should Bespoke Health Clinic cancel your appointment for any reason, it will be rescheduled at no additional cost to you.
9. Late Policy
9.1 If you are more than 15 minutes late, the doctor may be unable to see you, and the appointment will be treated as missed.
9.2 If you arrive late for your appointment, the session will still end at the originally scheduled time, and you will not be entitled to the full 45 minutes.
10. Failure to Attend
10.1 If you fail to attend or cancel within 48 hours of the appointment, it will be considered missed and cannot be rescheduled or refunded.
11. Additional Services
11.1 Any additional consultations or services outside the Subscription Plan will be charged separately. These charges must be paid in advance.
11.2 Any additional services provided by third-party providers, including but not limited to blood tests, continuous glucose monitors, ECGs, or other diagnostic investigations, are subject to the terms and conditions, cancellation policies, and fees of the respective third-party provider.
11.3 Bespoke Health Clinic is not liable for any disputes or issues arising from third-party services.
11.4 If you verbally agree to the charge for extra services, this will be considered as your authorization for Bespoke Health Clinic to process the payment. The charge will be applied to the credit or debit card used to book your appointment, and payment must be settled at the conclusion of the consultation. If your payment method is declined, the requested service or investigation will not be ordered. Should you wish to proceed with the request using a different payment method, you will be required to email info@bespokehealthclinic.com and a new invoice will be emailed to you which you can settle with a valid credit or debit card.
12. Promotional Pricing
12.1 Rescheduling or cancelling a promotional-rate appointment after the promotion has ended may result in losing the promotional discount.
13. Membership Cancellation
13.1 After completing the initial 12 months, you can cancel your membership by providing 30 days’ written notice with an email to info@bespokehealthclinic.com
13.2 You may end your agreement with us after 12 months:
13.3 In the event of continued inappropriate usage of our Service by an individual, we reserve the right to immediately cancel membership benefits in order to protect the care provided to all other Members.
14. Privacy
14.1 By subscribing, you agree to our Privacy Policy, which is available upon request or via our website.
15. Applicable Law
15.1 These terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
16. Notices and Communication
16.1 Bespoke Health Clinic may contact you via email, SMS, or postal mail using the details you provided during registration.
17. Complaints
17.1 To make a complaint, please refer to our Complaints Policy at on our website
By subscribing to the Subscription Plan, you confirm that you have read, understood, and agree to abide by these Terms and Conditions. For further inquiries, please contact us at info@bespokehealthclinic.com
Here’s the reworded Terms and Conditions for Video Consultations tailored for Bespoke Health Clinic:
Terms and Conditions for Video Consultations
Bespoke Health Clinic offers private video consultations to provide greater flexibility and accessibility for patients seeking healthcare services. These consultations are designed for instances where attending an in-person appointment is not feasible or where general medical advice is sufficient without requiring a physical examination. While video consultations can be valuable for discussing health concerns and initiating treatment or investigations, they are not intended to replace face-to-face consultations when medically necessary.
1. Usage Guidelines
1.1 Video consultations should not be used in emergencies or urgent situations.
1.2 If you or someone you are assisting is experiencing a medical emergency (e.g., chest pain, breathlessness, stroke, or severe abdominal pain), you should immediately call 999 or seek alternative emergency medical assistance.
1.3 These consultations complement, but do not replace, NHS services or your regular GP. In some cases, our doctors may advise you to attend an in-person consultation for further assessment.
2. Service Overview
2.1 Bespoke Health Clinic enables individuals in the United Kingdom ("Patients," "you") to connect with our General Practitioners ("Doctors") via secure video consultations using the software Semble.
2.2 All our doctors are qualified general practitioners registered with the UK General Medical Council (GMC).
2.3 Video consultations are offered on a self-pay basis and must be booked through our online booking system or by contacting us directly.
3. IT Requirements
3.1 To participate in a video consultation, you must meet the following minimum requirements:
- A stable internet connection with at least 2 Mbps bandwidth (5 Mbps recommended for optimal performance).
- Supported browsers: Chrome, Safari (including iOS 11.2 and above), Firefox, Edge, or Samsung Internet.
3.2 You are responsible for ensuring your device meets the technical specifications and for configuring your equipment appropriately. Bespoke Health Clinic is not liable for issues arising from insufficient or incompatible technology.
4. Information You Provide
4.1 The accuracy of the medical advice provided during your consultation depends on the information you share. You confirm that all information provided is true and complete to the best of your knowledge.
4.2 While sharing your NHS medical records is optional, doing so can enhance the quality of care. If you choose not to share these records, you accept responsibility for any potential limitations in the advice provided.
4.3 If you request to share your consultation record with your NHS GP, you must provide accurate details of your NHS practice. Additionally we can at your request provide you with a summary of the consultation, which you can share directly with your NHS GP.
4.4 Prescriptions for medications, including but not limited to weight loss treatments, will only be issued if the patient provides explicit consent to share relevant medical information with their registered GP.
5. Identity and Age Requirements
5.1 Patients must be at least 18 years old to access our services.
5.2 Bespoke Health Clinic reserves the right to verify the identity of all patients. You may be asked to provide valid photo identification during your consultation.
6. Appointment Guidelines
6.1 Consultations are scheduled in 45-minute slots. This can be extended at an additional cost but must be requested and paid for 48 hours in advance by emailing info@bespokehealthclinic.com
6.2 If you arrive late, the consultation will end at the originally scheduled time to accommodate subsequent appointments.
6.3 If your consultation exceeds the booked time and an extension is agreed upon which is subject to availability, additional charges may apply.
6.4 Appointments can be booked through our online booking system or by contacting us via email. All appointments must be scheduled at least 48 hours in advance. If you request an appointment via email, the booking will only be confirmed once you receive written confirmation from Bespoke Health Clinic.
6.5 Upon successfully booking an appointment, you will receive a confirmation email. If you do not receive this email within five minutes, please contact us at info@bespokehealthclinic.com to verify your booking.
6.6 For your initial consultation, we require that you complete and submit the intake form at least 48 hours prior to your appointment. For follow-up consultations, if you wish for us to review any results or data, please email this information to info@bespokehealthclinic.com a minimum of 48 hours in advance.
6.7 Bespoke Health Clinic will notify you by email as soon as possible if it becomes necessary to amend, reschedule, or cancel your appointment. Should we cancel your appointment for any reason, it will be rescheduled at no additional cost to you."
7. Prescriptions
7.1 Prescriptions are issued at the sole discretion of the doctor and only when medically appropriate.
7.2 Bespoke Health Clinic provides private prescriptions, not NHS prescriptions. The cost of fulfilling a private prescription is determined by the pharmacy and is not included in your consultation fee.
7.3 You accept that prescriptions are for personal use only and must not be shared or distributed.
7.4 You acknowledge and agree that there is no guarantee of being issued a prescription during your consultation.
7.5 The decision to issue a prescription is at the sole discretion of the consulting doctor, based on professional judgment, ethical considerations, and applicable Bespoke Health Clinic policies.
7.6 Prescriptions are private prescriptions only and are included in the consultation fee. NHS prescriptions are not issued.
7.7 Private prescriptions must be fulfilled at a pharmacy, with associated costs determined solely by the pharmacy. Bespoke Health Clinic and its doctors have no control over these costs. It is your choice whether to fulfil the prescription and at what cost. If you want us to send the prescription to a pharmacy on your behalf then we will send to a pharmacy of our choice that is legally operating in the UK and registered with GHPC
7.8 Prescriptions issued by Bespoke Health Clinic are valid only at legally operating UK pharmacies and are intended solely for your personal use.
7.9 You agree to carefully review and follow all instructions provided by the prescribing doctor, the pharmacy, and associated materials before using the prescribed medication.
7.10 If you have any questions or concerns regarding the prescribed medication, including its purpose or instructions, you agree to seek clarification from the prescribing doctor, another qualified healthcare provider, or a pharmacist.
7.11 Certain medications will not be prescribed under any circumstances, including:
- Controlled substances (Schedule 1, 2, 3, and 4), such as strong painkillers, anxiolytics, sedatives, and certain hypnotics.
- Medications requiring specialist monitoring and prescribing, including certain treatments for ADHD.
These restrictions are implemented in accordance with ethical, legal, and clinical guidelines.
7.12 For certain medications, we are required to share prescribing information with your registered GP to ensure your safety. We will not prescribe these medications unless we have your explicit consent to share the relevant details with your GP.
7.13 Prescriptions for medications, including but not limited to weight loss treatments, will only be issued if the patient provides explicit consent to share relevant medical information with their registered GP.
8. Laboratory and Diagnostic Services
8.1 Bespoke Health Clinic may recommend laboratory tests or diagnostic services during your consultation. These services are provided by third-party providers and are subject to their terms, conditions, and fees.
8.2 You are responsible for arranging and paying for any recommended tests or investigations. Bespoke Health Clinic does not guarantee acceptance of referral letters by third-party providers.
8.3 Laboratory investigations are often essential in managing health concerns raised during video consultations.
8.4 Bespoke Health Clinic facilitates laboratory testing, including blood, urine, and faeces analysis, where it is medically and ethically appropriate to support diagnosis, treatment, or the elimination of health concerns.
8. For blood tests we have an arrangement with a 3rd party provider who will come to your home and/or work place to collect blood samples/measure BMI. This service is an additional cost and provided by a third party and you are subject to their terms and conditions and cancellation policy and fees.
8.1 Once a blood test request is received, a third-party provider will contact you to arrange a convenient time and location for sample collection at your home or workplace. A nurse or phlebotomist will collect the samples as scheduled, which will then be returned to the laboratory for processing. This process is typically completed within 2-4 working days, depending on your availability.
8.2 Once the laboratory processes the results, they will be forwarded to the doctor who ordered them. The doctor will assess the results at the earliest opportunity and provide comments via your secure patient portal. You will be notified by email when the results and comments are available, with a link to access them.
8.3 In the event of results indicating a medical emergency, the doctor (or another Bespoke Health Clinic representative) will make all reasonable efforts to contact you with appropriate advice. This may include recommending immediate care at the nearest Accident & Emergency department or consultation with your NHS GP.
8.4 - Any home testing or home testing kits, including but not limited to DNA swabs and faeces samples, are provided by third-party suppliers and not directly by Bespoke Health Clinic. By using these services, you agree to be bound by the terms and conditions of the respective third-party provider. It is your responsibility to carefully follow all instructions provided with the testing kit. Bespoke Health Clinic is not liable for the cost of any failed or incomplete tests due to incorrect use or non-compliance with the instructions.
8.5 Bespoke Health Clinic can provide referrals to appropriate private local diagnostic service providers for imaging tests, including but not limited to X-rays, Ultrasound scans, MRI, and CT scans, if deemed medically appropriate by you and your doctor.
8.6 Referrals are generally issued as a letter to the diagnostic provider, detailing the agreed tests and outlining the medical reasons for the request. It is your responsibility to present the referral letter to the diagnostic provider and arrange for the investigation.
8.7 All costs associated with the diagnostic tests are the sole responsibility of the patient. These costs are not included in the consultation fee paid to Bespoke Health Clinic.
8.8 Bespoke Health Clinic cannot guarantee that the diagnostic provider will accept the referral letter, although every reasonable effort will be made to ensure the letter meets the provider’s requirements.
8.9 Results from the diagnostic tests are generally shared directly with both the patient and Bespoke Health Clinic. In some cases, you may receive the results before the doctor has reviewed them.
8.10 Upon receipt of the results, the doctor who requested the tests will review the findings at the earliest opportunity. Comments on the results will be made available via your secure patient portal or at your next Deep Dive consultation. You will receive an email notification once the comments and results are accessible, along with a link to securely access them.
8.11 Bespoke Health Clinic doctors, as general practitioners, rely entirely on the accuracy of the results provided by the diagnostic provider. Bespoke Health Clinic cannot accept responsibility for the accuracy of these results or the patient’s experience during the diagnostic process, as these services are delivered by independent providers not affiliated with Bespoke Health Clinic.
9. Cancellation and Missed Appointments
9.1 Appointments must be cancelled at least 48 hours in advance to avoid incurring charges.
9.2 Appointments cancelled with less than 48 hours' notice or missed without prior communication will be charged in full.
9.3 Late arrivals (more than 15 minutes) may result in the appointment being marked as missed. Extensions or rescheduling are subject to availability and additional charges.
10. Refunds
10.1 Refunds are only available for cancellations made more than 48 hours in advance and will incur a 10% administration fee alternatively they can be rescheduled for no additional charge.
10.2 No refunds are provided for consultations already conducted, prescriptions issued, or services provided.
11. Privacy and Data Protection
11.1 By using our services, you agree to our Privacy Policy, which outlines how we handle and protect your personal data.
11.2 All consultations are confidential. Patients are prohibited from recording consultations without explicit consent.
12. Additional Services
12.1 Any additional consultations or services outside the Subscription Plan will be charged separately. These charges must be paid in advance.
12.2 Any additional services provided by third-party providers, including but not limited to blood tests, continuous glucose monitors, ECGs, or other diagnostic investigations, are subject to the terms and conditions, cancellation policies, and fees of the respective third-party provider.
12.3 Bespoke Health Clinic is not liable for any disputes or issues arising from third-party services.
12.4 If you verbally agree to the charge for extra services, this will be considered as your authorization for Bespoke Health Clinic to process the payment. The charge will be applied to the credit or debit card used to book your appointment, and payment must be settled at the conclusion of the consultation. If your payment method is declined, the requested service or investigation will not be ordered. Should you wish to proceed with the request using a different payment method, you will be required to email info@bespokehealthclinic.com and a new invoice will be emailed to you which you can settle with a valid credit or debit card.
13. Charges for cancelled or Missed session
13.1 If a consultation is deemed by Bespoke Health Clinic, at its sole discretion, to have been disrupted, then the appointment will be rescheduled.
13.2 Disrupted consultations may include, but are not limited to:
- System outages or suspension of the online platform at the time of your appointment.
- A doctor ending the consultation at your request due to a pre-existing relationship or conflict of interest.
13.3 Rescheduling of an appointment will not be provided where Bespoke Health Clinic is not at fault, including but not limited to the following circumstances:
- You are unable to have a private prescription, which was lawfully and correctly issued, fulfilled at a pharmacy of your choice for any reason.
- The consultation was disrupted due to your actions, as determined solely by Bespoke Health Clinic.
- You missed a booked appointment or failed to attend, as determined solely by Bespoke Health Clinic. In such cases, the full appointment fee will still apply.
- You did not receive a prescription as a result of the consultation.
- You did not use the full duration of the consultation once it had commenced.
14. Medical Records
14.1 The doctor will create and maintain an electronic medical record (EMR) of your consultation using a UK GDPR compliant software called Semble
14.2 If you wish to obtain a copy of your medical records, you must request this directly from the doctor. The records will be shared with you securely.
15. Information Resources
15.1 You may receive marketing communications from Bespoke Health Clinic if you have purchased goods or services from us and have not opted out of receiving such communications.
15.2 By providing "opt-in" consent during the booking process, you agree to receive the following types of non-essential marketing communications:
- Offers, promotions, and surveys.
- Newsletters and updates regarding common medical and health-related topics.
- Preventive care messages containing specific medical and health-related information.
- Links to related websites and inquiries about your experience with Bespoke Health Clinic or other services offered.
15.3 If you no longer wish to receive marketing communications, you may opt-out at any time by:
- Clicking the unsubscribe link in any email communication sent to you.
- Contacting us via email at info@bespokehealthclinic.com with your request to opt-out.
16. Fair Usage Policy
16.1 Recording any part of a consultation through the service is strictly prohibited and constitutes a breach of these Terms and Conditions as well as a violation of data protection laws.
16.2 You may link to the home page of our website under the following conditions:
- The link must be fair, legal, and not damage our reputation or exploit it.
- The link must not imply any form of association, approval, or endorsement by Bespoke Health Clinic unless explicitly agreed.
- You must not link to our site from a website that you do not own.
16.3 Bespoke Health Clinic reserves the right to withdraw linking permission at any time without prior notice.
16.4 Framing our website on another site or creating links to any part of our website other than the home page is prohibited.
16.5 If you wish to use any content from our website in a manner not expressly permitted, you must contact Bespoke Health Clinic to request authorization.
16.6 Our website may include links to third-party websites and resources for informational purposes only. Bespoke Health Clinic has no control over the content of such third-party sites or resources and accepts no responsibility for them.
17. Intellectual Property
17.1 With the exception of your Electronic Medical Record (EMR), Bespoke Health Clinic retains all rights, title, and interest in:
- The Bespoke Health Clinic name.
- The Services provided by Bespoke Health Clinic.
- Any information, products, documentation, software, or other materials used in connection with or made available through the Services.
17.2 Bespoke Health Clinic also retains all associated intellectual property rights, including but not limited to:
- Patents.
- Copyrights.
- Trade secrets.
- Trademarks and service marks.
17.3 These rights apply to all applicable territories unless otherwise specified.
18. Disclaimer and Legal Notices.
18.1 Always seek the advice of a doctor or other qualified healthcare professional regarding any medical concerns. This includes decisions to start, stop, or modify any treatment or medication, even if you have already received advice through our services or accessed information on our website.
18.2Bespoke Health Clinic does not guarantee that a video consultation is the most appropriate method for addressing your healthcare concerns or issues.
18.3 If your consulting doctor determines that a face-to-face consultation is more suitable for your condition, they will advise you accordingly during your consultation.
18.4 Bespoke Health Clinic video consultations are not intended to replace your primary care provider.
18.5 You agree to contact your GP immediately if your condition changes or your symptoms worsen. If you are not registered with a UK GP, you should arrange a face-to-face appointment with another provider, or contact 111, your local walk-in center, or hospital for further advice.
18.6 If you require urgent care, you must call 999 or contact your nearest emergency services without delay.
19 Limitations of Liability
19.1 Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by our gross negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law. These Terms and Conditions do not affect your statutory rights.
19.2 Except as expressly stated within these Terms and Conditions, all conditions, representations, warranties, or other terms relating to the Services are excluded to the fullest extent permitted by law.
19.3 We shall not be held liable for any defects, errors, interruptions, or unavailability in the Services, nor for any failure to fulfill our obligations under these Terms and Conditions where such failure arises from circumstances beyond our reasonable control.
19.4 When utilizing our Services, except to the extent permitted by law, we shall not be liable for:
- Any loss, damage, or distress arising from your reliance on the information provided or the availability of the Services;
- Any indirect, consequential, or economic loss, damage, or distress, including such loss arising from unauthorized access to, or damage to, your data or content;
- Any loss, damage, or distress resulting from your failure to provide full and accurate medical history or from the withholding of any relevant information;
- Any loss, damage, or distress arising from the use or attempted use of the Services for emergency or urgent medical conditions, including any delays in obtaining necessary treatment as a result.
19.5 We shall not be liable to any Customer for any loss or damage, whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise, even if such loss or damage was foreseeable, in connection with:
- The inability to access or use the System.
- Any use of, or reliance on, content displayed on the website or any websites linked to the System.
19.6 Bespoke Health Clinic assumes no responsibility for the content of third-party websites linked through the System. Such links are provided for informational purposes only and should not be construed as an endorsement or recommendation by us.
19.7 We shall not be liable for any loss or damage incurred by a Customer arising from the use of or reliance on third-party websites or their content.
19.8 These limitations of liability are in accordance with applicable law and reflect the scope of the Services provided.
20. Late Arrival, Cancellation, and Missed Appointment Policy
20.1 You may join your scheduled consultation up until 30 (thirty) minutes before the session's scheduled end time.
- For example, if you have a 45-minute session booked at 1:00 PM, you may arrive and start the consultation as late as 1:15 PM but no later.
20.2 You may cancel your appointment only more than 48 hours in advance by using the cancellation link provided in the email confirmation sent at the time of booking. Cancellations made more than 48 hours in advance and will incur a 10% administration fee alternatively they can be rescheduled for no additional charge.
20.3 Successful cancellations will be confirmed by email, and an on-screen message will also confirm the cancellation.
- If you do not receive this confirmation, you must either retry the cancellation process or contact us at info@bespokehealthclinic.com
- Bespoke Health Clinic is not responsible for any costs, expenses, or losses arising from your failure to properly cancel a consultation.
- Failure to cancel an appointment in accordance with this policy may result in a cancellation fee and/or being charged the full appointment fee, at Bespoke Health Clinic’s sole discretion.
20.4 Missed appointments
20.5 A missed appointment occurs when neither you nor the doctor is present in the consultation room at the scheduled start time of the appointment.
20.6 You may be up to 15 minutes late, as outlined above, without the appointment being considered missed.
20.7 If you fail to attend your appointment in time, you will be charged the full cost of the consultation as displayed on the booking system.
20.8 Cancellation Fees
- Cancellations made 48 hours or more before the scheduled start time will incur a 10% of the total consultation fee if refunded or can be rescheduled for free .
- Cancellations made within 48 hours of the scheduled start time will be treated as a missed appointment, and you will be charged the full consultation fee.
20.9 By booking an appointment, you authorize Bespoke Health Clinic to deduct applicable cancellation or missed appointment fees from the debit/credit card used to confirm the booking.
20.10 Doctor Non-Attendance:
- If a missed appointment occurs due to the doctor’s failure to attend, the full consultation fee charged to your debit/credit card will be refunded.
21 Circumstances Outside Our Control
21.1 Bespoke Health Clinic makes no warranty that the System or Services will be uninterrupted, completely secure, or free from errors.
21.2 Bespoke Health Clinic do not guarantee that any defects in the System or Services, if any, will be corrected.
21.3 We are not liable for transmission errors or any corruption or compromise of data caused by local or interchange telecommunication carriers.
21.4 Bespoke Health Clinic will take all reasonable precautions to protect against equipment and software failures by using high quality UK GDPR compliant software to minimise against failiure
21.5 Bespoke Health Clinic, including its officers, employees, and agents, shall not be held responsible for delays or interruptions in the provision of Services caused by circumstances beyond our reasonable control. In such circumstances, we will notify you as soon as possible and take all reasonable steps to minimize the impact of the delay or failure.
21.6 If there is a risk of a substantial delay, you have the right to reschedule your appointment
22 Privacy
22.1 By agreeing to these Terms and Conditions, you confirm that you have read, understood, and agree to comply with Bespoke Health Clinic's Patient Privacy Policy, which is incorporated herein by reference and forms an integral part of these Terms and Conditions.
24. Notices
24.1 Bespoke Health Clinic may communicate with you using the contact information provided in your account. This includes:
- Email correspondence to the email address associated with your account.
- Written communication sent to the postal address associated with your account.
- General notices displayed on the System.
25. Contact Information
25.2 For any inquiries or concerns, please contact us:
Email: info@bespokehealthclinic.com
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