PLEASE READ THESE TERMS CAREFULLY
BY BOOKING AN APPOINTMENT YOU AGREE TO THESE TERMS. IF YOU DO NOT AGREE TO THESE TERMS DO NOT BOOK AN APPOINTMENT.
THIS SERVICE IS NOT TO BE USED IN AN EMERGENCY.
IF YOU BELIEVE THAT YOU OR THE PERSON YOU ARE ASSISTING IS IN URGENT NEED OF MEDICAL ATTENTION YOU SHOULD CONTACT THE EMERGENCY SERVICES IMMEDATELY BY CALLING 999.
These are the terms and conditions on which we supply our services to you using our mobile applications and/or tablet applications (App).
These terms tell you who we are, how we will provide the 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.
We are County Medical Services Limited a company registered in England and Wales. Our company registration number is 13733150 and our registered office is at 93 Tabernacle Street, London, EC2A 4BA.
You can contact us by telephoning our customer service team at 0800 037 0036 or by writing to us at Admin@countymedical.co.uk or County Medical Services Limited, 93 Tabernacle street. London, EC2A 4BA.
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. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
Our App offers you:
Our acceptance of your appointment will take place when our App sends a notification to your device or we send an SMS message to the number you have provided to accept it, at which point a contract will come into existence between you and us.
If we are unable to accept your appointment, we will inform you of this in writing either when our App sends a notification to your device or we send an SMS message to the number you have provided and will not charge you for the service. This might be because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the service or because we are unable to meet a deadline you have specified for the appointment.
Our App will assign a number and tell you what it is when we accept your appointment. It will help us if you can tell us the number whenever you contact us about your appointment.
Our App is solely for the promotion of our services in the UK. If you are outside the UK and intending to use our services, you should check if it's legal to use our services in your location.
The acceptance of an appointment may be subject to you providing a letter from your current general practitioner which may include but is not limited to past medical history.
If you wish to make a change to the appointment or service such as appointment length or practitioner you may do so using our App. The App will notify you if the change is possible. If it is possible we will let you know about any changes to the price of the service, the timing of supply 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. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see 7 - Your rights to end the contract).
We may change the service:
In addition, as we informed you in the description of the service on our App, we may make changes to these terms or the service, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any services paid for but not received.
During the appointment process we will let you know when we will provide the service to you. We will begin the services on the date and time set out in the appointment confirmation. Appointment dates and times are subject to availability and it may be necessary to make changes to appointments. Please see clause 7 – Your rights to end the contract for more information on your rights where we make changes to the services.
If the service is delayed 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.
We may need certain information from you so that we can supply the services to you, for example, proof of identification in the form of photographic identification such as passport or driving licence, private medical information, your consent that we may contact your current General Practitioner to confirm that the information provided is correct and your current General Practitioners contact details. If so, this will have been stated in the description of the services on our App. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and 9.2 will apply) 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 supplying the service late or not supplying 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.
We may have to suspend the supply of the service to:
We will contact you in advance to tell you we will be suspending supply of the service, unless the problem is urgent or an emergency. You may contact us to end the contract if we suspend the service, or tell you we are going to suspend it and we will refund any sums you have paid in advance for the service in respect of the period after you end the contract.
If you do not pay us for the service when you are supposed to (see lause 11.4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the services. We will not suspend the services where you dispute the unpaid invoice (see 11.6). We will not charge you for the services during the period for which they are suspended. As well as suspending the services we can also charge you interest on your overdue payments (see 11.5).
Your rights when you end the contract will depend on the service, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
If you are ending a 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 and you may also be entitled to compensation. The reasons are:
For most services bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
You do not have a right to change your mind in respect of services, once these have been completed, even if the cancellation period is still running.
You have 14 days after the day we email you to confirm we accept your appointment. However, once we have completed the services you cannot change your mind, even if the period is still running. 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.
To end the contract with us, please let us know by following the instructions on the App.
We will refund you the price you paid for the service by the method you used for payment. However, we may make deductions from the price, as described below.
If you are exercising your right to change we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days of your telling us you have changed your mind, subject to the deductions outlined above.
We may end the contract at any time if:
We may write to you to let you know that we are going to stop providing the service. We will refund any sums you have paid in advance for services which will not be provided.
If you have any questions or complaints about the service, please contact us. You can telephone our customer service team at 0800 037 0036 or write to us at Admin@countymedical.co.uk or County Medical Healthcare Limited, 93 Tabernacle Street, London EC2 4AB.
We are under a legal duty to supply services that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the services. Nothing in these terms will affect your legal rights.
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says:
See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).
The price of the service will be the price indicated on the relevant section of the App when you submit your appointment request. We take all reasonable care to ensure that the price of the service advised to you is correct. However please see 11.3 for what happens if we discover an error in the price of the service.
There may be instances where you have the benefit of private medical insurance. Where you are relying on private medical insurance to pay for the services this should be outlined when submitting an appointment request. You will be responsible for determining whether any private medical insurance will cover the price for the service. You should note that if there is a short fall between the amount contributed under private medical insurance and the price for the service you will be responsible for these charges.
It is always possible that, despite our best efforts, some of the services we offer may be incorrectly priced. We will normally check prices before accepting your appointment so that, where the service’s correct price when your appointment is made is less than our stated price when your appointment is made, we will charge the lower amount. If the service’s correct price when your appointment is made is higher than the price stated to you, we will contact you for your instructions before we accept your appointment. If we accept and process your appointment 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.
When you must pay depends on whether you are relying on private medical insurance or if the Consultant has agreed to see you free of charge. This will be clarified when making a booking. To book an appointment payment must be made in full in advance of the appointment unless confirmation has been provided that you will be relying on private medical insurance or confirmation that the Consultant is seeing you free of charge. Where you are relying on private medical insurance and there is a short fall between the contribution from your insurer and the charges then you may be required to make a payment to the Consultant directly after the consultation.
When making payment in full in advance, this is processed by a third party called Stripe Payments UK Ltd (Stripe). Payment can be made with visa, debit, credit, mastercard, maestro, dinners card, apple pay, google pay and American Express.,. Please check Stripes terms and conditions and privacy policy at https://stripe.com/payment-terms/legal and ensure that you are happy with these terms before making payment. If you are relying on private medical insurance and there is a short fall between the contribution from your insurer and the charges then the Consultant shall notify you and you must make payment within 7 days of demand. This payment will be made directly to the Consultant who will notify you of the payment information. Where the Consultant has agreed to consult with you for free there will be no payment required.
If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of 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.
If you think a payment is wrong please contact us promptly to let us know.
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. Nevertheless, if your appointment has been cancelled or delayed and your condition or symptoms become more sever or the situation becomes more urgent you should contact 111 or your local GP walk-in centre or in the case of serious emergency contact 999.
This includes liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services as summarised at 10.2.
We are not responsible for any damage to your property as result of using our App.
We only supply the services for domestic and private use. We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We make no warranty that the App or the Services will meet your requirements or that the Services will be uninterrupted, 100% secure or error-free, or that defects, if any, will be corrected. Please see our licence terms and conditions for more details [ADD LINK].
We will only use your personal information as set out in our [ADD LINK TO PRIVACY POLICY].
We may transfer our rights and obligations under these terms to another organisation.
You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
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.
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 and it will not 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.
These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any non-medical complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to the Centre for Effective Dispute Resolution (CEDR) via their website at www.cedr.com/consumer. CEDR will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.
If you are not happy with how we have handled any medical complaint, you may want to contact the General Medical Council or Care Quality Commission to raise concerns about a medical practitioner that is registered with either body.