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 Virgin Care Private 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 Appointments
PART B – Paying for our Services
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 https://www.virgincareprivate.co.uk/. If you are unsure about the costs of your care please ask us at any of our Clinics, by our Phone Service on 0300 247 0121 or by email at firstname.lastname@example.org.
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 APPOINTMENTS
What Services do we provide?
We publish a list of our Services that are available on our Website and at our Clinics. You can also hear a list of our Services by using our Phone Service. The Services may be updated from time to time, so please check our Website to see our up to date list.
How can you book an appointment for our Services?
Specialist Appointments can only be booked using our Phone Service.
You can book appointments for any of our other Services:
through our Website https://www.virgincareprivate.co.uk/
via email on email@example.com,
via our Phone Service, or
at any of our Clinics.
You can access up-to-date information about appointment availability on our Website, via our Phone Service and at our Clinics.
What are Partner Services?
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.
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.
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 an appointment on your behalf and provide you with the details that you need.
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.
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.
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.
What happens if you need Treatment from us?
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.
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.
How will you receive your Results?
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.
You will have the opportunity to discuss your Results with us at no additional charge.
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.
How do you cancel your appointment?
You may cancel or re-schedule your appointment by:
cancelling or amending your booking through our Website (https://www.virgincareprivate.co.uk/), or
notifying us via email at firstname.lastname@example.org or our Phone Service, or at any of our Clinics.
If you want to cancel or re-schedule a Specialist Appointment then we ask that you let us know at least 24 hours before the time that your appointment is due to begin. If you cancel or re-schedule a Specialist Appointment less than 24 hours before your appointment is due to begin, or if you fail to attend a Specialist Appointment, then we will charge you £180 as a late cancellation/non-attendance fee.
For all other appointments that are not Specialist Appointments, we ask that you let us know as soon as possible if you would like to cancel or re-schedule. We do not charge late cancellation fees for cancelling or re-scheduling appointments other than Specialist Appointments.
PART B – PAYING FOR OUR SERVICES
How much will you have to pay?
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. You can also hear a list of our Standard Prices via our Phone Service.
Unless a Promotion applies, our Services and Additional Items 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.
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 appointment. The version of the Standard Prices that will apply to the Additional Items you receive will be the Standard Prices on the day of your appointment.
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.
Does a Promotion apply?
From time to time, we might offer a Promotion. Promotions may be advertised on our Website, in our Clinics or elsewhere.
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.
If you have any questions about Promotions then please ask us.
When do you need to pay us?
We will ask you to pay for any Specialist Appointments at the time that you book your appointment.
We will ask you to pay for all other Services and/or Additional Items on the day of your appointment before you leave the Clinic.
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.
How do you pay?
The methods of payment that we accept are listed on our Website and at our Clinics. You can also request this information via our Phone Service.
What happens if you no longer want to receive ongoing Services?
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 appointment).
However, if you choose to stop receiving Services that are ongoing then you must let us know. We will charge you for all Services and Additional Items that you have received up until the point that you notify us, but you will not be charged for anything after this point.
If for any unforeseen reasons we decide that you can no longer receive Services from us that are ongoing we will let you know as soon as possible and give reasons for our decision. We will charge you for all Services and Additional Items that you have received up until the point that we notify you, but you will not be charged for anything after this point.
You are under no obligation to continue receiving ongoing Services from us once you start.
PART C – FEEDBACK AND COMPLAINTS
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, email us at email@example.com or come into the Clinic and speak to one of our client advisors.
PART D – OTHER IMPORTANT TERMS
Your Contract with us
By signing the Registration Form, you agree to be bound by these Terms.
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.
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.
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.
Contact with your NHS GP
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 or safety reason to do so. In all other cases, we will not share information with your NHS GP unless you have given us your consent.
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.
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.
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.
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 member of the Virgin Group.
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
“Additional Items” means all items listed as “Additional Items” in our Standard Prices that are incidental to the care and/or Services that you receive from us, such as medication, private prescriptions, medical supplies and blood tests.
“Clinic(s)” means one or more of our Virgin Care Private clinics. A full list of our clinics is available on our Website.
“Consultant” means a self-employed clinician (acting in their individual capacity or through a company or partnership) that is not an employee of Virgin Care Private, but engaged by Us to provide Services to You.
“Contract” means these Terms, your Registration Form and 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.
“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 free telephone booking and customer care service: 0300 247 0121
“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.
“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.
“Specialist Appointment(s)” means appointments for any Services listed from time to time as "Specialist Consultations" in our list of Services on our Website or in our Clinics.
“Standard Prices” means our standard prices from time to time for Services and Additional Items, as listed on our Website at https://www.virgincareprivate.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 Virgin Care Private Limited, a company registered in England and Wales. Our company registration number is 10796658 and our registered office is at Lynton House, 7-12 Tavistock Square, London, United Kingdom, WC1H 9LT.
“Virgin Group” means Virgin Group Limited and its subsidiaries.
“Website” means https://www.virgincareprivate.co.uk/),.
“You” or “your” means you, as our client and the recipient of our Services.