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Services & Membership terms

1.1 Primary Care Holdings Limited t/a (med)24, a company registered in England & Wales under company number 14035963, whose registered address is Fifth Floor, 11 Leadenhall Street, London, United Kingdom, EC3V 1LP
1.2 When we use the term you we mean the person who has registered their personal details, or the personal details for anyone you have responsibility for such as a minor or adolescent child, with Primary Care Holdings Limited t/a (med)24 and who is eligible to receive the Services.
1.3 When we use the term we or us we mean Primary Care Holdings Limited t/a (med)24 which is the company responsible for providing and coordinating the Services.
1.4 Appointment means a consultation or assessment conducted online, by telephone or in person with us during which our clinicians may provide any of the Services.
1.5 Clinic means the premises from time to time from which we provide our Services.
1.6 Membership Plan Commencement Date means the date on which you pay the Fees, in whole or in part, for your Membership Plan which will be the start date of the Membership Plan to which you have subscribed.
1.7 Initial Membership Period means 12 months from the date of registration and initial payment.
1.8 Membership Period means the period of time during which you hold a Membership Plan.
1.9 Fee means the amount you have to pay in relation to the Services you have purchased or subscribed to (if any) as notified to you from time to time by us.
1.10 Event Outside Our Control means any act or event beyond our reasonable control including, without limitation (a) acts of God, flood, drought, earthquake or other natural disaster, (b) epidemic or pandemic, (c) terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations, (d) nuclear, chemical or biological contamination or sonic boom, (e) any law or any action taken by a government or public authority, including imposing an export or import restriction, quota or prohibition, or failing to grant a necessary licence or consent,(f) collapse of buildings, fire, explosion or accident, (g) non-performance by suppliers or subcontractors (other than by companies in the same group as the party seeking to rely on this clause), (h) interruption or failure of utility services, (i) failure of public or private telecommunications networks, or (j) industrial action by third parties.
1.11 Membership Plan means the specific (med)24 membership plan you have subscribed to (if any) or your employer has made available to you.
1.12 Membership Plan Services means the benefits included in your specific Membership plan as detailed on our Website or as notified to you from time to time by us or your employer;
1.13 Pay As You Go Services means the (med)24 primary care services and third-party services that are identified on our Website or you discuss directly with us and for which you can book an Appointment and pay prior to or at the time of your Appointment;
1.14 Privacy Policy means our privacy policy available at URL https://www.med24.clinic/pages/privacy-policy;
1.15 Services means the Pay as You Go Services and the Membership Plan Services to be provided to you by Primary Care Holdings Limited t/a (med)24 under the Terms;
1.16 Terms means the current version of these terms and conditions as well as any third-party service specific terms and conditions that are Identified and will be available or linked to on our Website;
1.17 Website means the website at URL www.med24.clinic from time to time (or such other website as we may notify you from time to time).
1.18 Website Terms of Use means the terms and conditions for using our website available at URL https://www.med24.clinic/pages/terms-of-use.

2.1 You may book an Appointment for our Pay As You Go Services or Membership Plan Services online through our Website, by telephone or in person at our Clinic. The standard Appointment duration is 30 minutes.
2.2 The opening hours of the Clinic are 8.00 – 18.00 Monday to Friday. Our opening hours may change and may be Service specific. Our current opening hours and Service specific opening hours will be available on our Website.
2.3 We will use our reasonable endeavours to ensure that you will be able to secure an Appointment at your preferred time.
2.4 By signing up to a specific Membership Plan you are entitled to the Services listed on our Website in respect of that Membership Plan (at no additional charge).
2.5 We reserve the right to refuse to book an Appointment or to withdraw your Membership Plan and suggest alternative care-pathways for you if the level of care you require is beyond reasonable or needs a service we do not provide.
2.6 We also reserve the right to apply a “fair use” policy and restrict your use of our Services in the circumstances where we believe that you are excessively using the unlimited benefits included in your Membership Plan. “Fair use” will be determined by our clinicians where in their professional opinion you are using the Services considerably more than the average patient and to the extent that is unnecessary or excessive in terms of medical need.
2.7 If an Appointment is for a child or adolescent, a parent or legal registered guardian must always accompany them. An adult who is not a parent or registered legal guardian will require a letter of authority from the child or adolescent’s parent or legal registered guardian, to be presented to us prior to the beginning of an Appointment.
2.8 We will provide a private prescription for drugs not available to dispense at the Clinic at no additional charge.
2.9 The quality of our Services is dependent on the quality of the information you provide. You confirm that any information you provide to us is true and accurate to the best of your knowledge. You may choose to provide limited information, but this may negatively impact on our ability to provide the Services.
2.10 We may need to contact you in relation to your Appointment(s) and/or any Services we have provided to you. We will always use appropriate discretion and means to contact you, including by email, phone, post or text message, prior, during, and after an Appointment and will do so in accordance with our Privacy Policy.
2.11 If you wish us to share any of your information with another clinician or doctor, you will need to provide us with their contact details and their practice/clinic or hospital details. We will process and use your data in accordance with our Privacy Policy.
2.12 Our Services will be provided with reasonable skill and care by suitably trained and/or qualified clinicians and support staff.
2.13 Some of our Services (including COVID-19 testing) may be provided by a third-party provider, and these may be subject to additional service specific terms and conditions, as may be supplied to you from time to time and as available on or linked to on our Website, and all of which will form part of these Terms. Kindly review those terms and conditions, especially the limitations on and exclusions of liability.
2.14 We may refer you to specialists where clinically appropriate and suitable. We will always make clinically appropriate referrals and recommendations to the appropriate medical specialty. While we will make the referral and assist in making the appointment, and if appropriate assist you in getting approval with your private medical insurance, it is your responsibility to follow up with the referral, attend appointments and engage with your private medical insurer.
2.15 In using our Services, you agree to comply with our Privacy Policy and Website Terms of Use and the terms and conditions set out here. 2.16 If used fraudulently, your membership will be withdrawn and your membership will be cancelled without refund.
2.17 Your membership is not transferable to another person.
2.18 We may change or modify the scope of any Membership Plan, or the Services provided within it by notifying you. Where this is necessary, we will replace these with a relevant health service. The current details of each Membership Plan can be accessed on our Website.

3.1 The costs of each of our Services are available from the Clinic and, to the extent possible, will be set out on our Website. For a comprehensive and current price list, contact our concierge directly by telephone on +44 (0)330 580 1154 or via email to bookings@med24.clinic.
3.2 We reserve the right to review and change the costs of our Services at any time and the current cost of our Services will be made available in accordance with clause 3.1.
3.3 Payment for all Pay As You Go Services are to be made prior to or on the day of your Appointment. Payment can be made online at the time of booking your Appointment, via a payment link emailed to you or in Clinic at the time of your Appointment.
3.4 Fees for your Membership Plan are annual and are to be made annually in advance of the Membership Plan Commencement Date unless otherwise agreed between you and us. Payment can be made online at the time of subscribing to a Membership Plan, via a payment link emailed to you or in Clinic.
3.5 We are an approved provider for a number of private medical insurance (PMI) companies. If you have PMI that covers our Pay As You Go Services, we are able to receive reimbursement from the PMI company provided reimbursement to us from the PMI company is approved in advance of your Appointment(s). It Is your responsibility to manage your PMI provider.
3.6 We may in our absolute discretion increase the amounts we charge for the Pay as You Go Services or vary, alter, replace, or withdraw from time to time any of the Services available by informing you of such changes.
3.7 We reserve the right to increase our Fees for a Membership Plan at any time during the Membership Period once the Initial Membership Period has elapsed. We will contact you 1 month in advance of any increase in Fees.
3.8 Without prejudice to any other right or remedy that we may have, if you do not make any payment due to us under these Terms:
3.8.1 we may charge you interest on the overdue amount at the rate of 4% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue daily 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; and
3.8.2 we may suspend all or part of the Services available to you until payment has been made in full.
3.9 You are entitled to cancel your Membership Plan within 14 days from the date of registration and initial payment and receive a full refund of fees paid provided that you have not used any of the Services.
3.10 The Initial Membership Period is 12 months, and we cannot offer a refund during this period if you cancel your membership once the 14 day period has passed or if you have used the Services.
3.11 If you use any Services, not covered by your specific Membership Plan, you must pay for these in full at each Appointment. An invoice and payment receipt will be provided on request if you need to reclaim these costs from your employer or PMI.

4.1 When booking your Appointment, you will be required to provide personal identifiable data, details about your health concern and a time slot in which you would like to attend your Appointment. We will send an email confirming the Appointment and details to your registered email address.
4.2 If you are advised during an Appointment that a follow up Appointment is recommended or necessary, within a certain period of time, it is your responsibility to book the follow up Appointment. We will use our reasonable endeavours to remind you if the follow up Appointment is not booked.
4.3 If we need to cancel an Appointment, we will take reasonable steps to attempt to inform you in good time and if appropriate propose an alternative Appointment date and time.
4.4 You may cancel an Appointment at any time up to 24 hours prior to the time at which your Appointment is due to begin. The following is a guide to cancellation of an Appointment depending on the type of patient you are:

Some terms and conditions

4.5 You may reschedule an Appointment free of charge up to 4 hours before the time of your appointment. You can do this via the link in your email booking confirmation or calling the Clinic and we will use our reasonable endeavours to accommodate this. 4.6 If you make your Appointment booking less than 4 hours before your scheduled Appointment, you may reschedule but you will lose any Fees paid in advance. 4.7 If you cancel or do not attend an Appointment or request a date or time change within 24 hours of the Appointment or once the Appointment has begun, we reserve the right to charge you up to 100% of the scheduled Appointment fee. 4.8 We will not refund any medications, vaccinations, tests or treatments once they have been administered or dispensed. 4.9 To provide the best possible service to all our patients, we request you contact us if you are running late so we can make all necessary arrangements to ensure you are by us. You may be asked to reschedule your Appointment or wait for an available slot so that all our patients receive the best possible service. 4.10 If you are late for an Appointment, we reserve the right to either cancel or to continue with the Appointment; this will be at our discretion. The following is a guide to late attendance for an Appointment depending on the type of patient you are:

Terms and conditions

4.11 If a cancelled Appointment is for a health assessment or as part of a Membership Plan, we reserve the right to remove access to the Membership Plan assessment in the event that you cancel with less than 24 hours’ notice, or fail to attend, your health assessment Appointment.
4.12 If in our reasonable opinion there is an unreasonable number of cancellations, non-attendance at or late attendance at Appointments, we reserve the right to require full payment at the time of booking your Appointment, restrict or refuse you from future bookings for Appointments and/or or to decline to provide any further Services.
4.13 Where you are using a promotion or offer to purchase an Appointment, your refund on cancellation of the Appointment will be based on the amount you paid for your Appointment. If your Appointment using the promotion or offer was free, you will not receive a refund and you will not be able to book an alternative Appointment using the same promotion or offer.
4.14 If a refund is due, we will usually make any refund using the same method used by the person who purchased the Appointment, and it can take up to 10 days to process.
4.15 If there is a delay or interruption to our delivery of Services, we will contact you as soon as reasonably possible to let you know and we will take reasonable steps to minimise the effect of the delay or interruption on you and we will not be liable for delays caused by the delay or interruption. Should this occur, you will be able to cancel or reschedule any Appointments affected.

5.1 In relation to Pay As You Go Services, these Terms shall apply for as long as you are our client.
5.2 In relation to a Membership Plan, these Terms shall apply for the Membership Period which shall be made up of the Initial Membership Period plus any continued period where you or we have not elected to terminate these Terms.
5.3 If you wish to cancel your Membership Plans and consequently these Terms, you must do so within 14 days of the commencement of your Membership Period and your request to terminate should be sent to email address info@med24.clinic or by recorded delivery or registered postal services to (med)24, 10 Eastbourne Terrace, Paddington, London W2 6LG.
5.4 Following the Initial Membership Period, you may cancel these Terms at any time by providing us with at least 60 days’ notice in writing. If you have made any payment in advance for Services that have not been provided to you, we will refund these amounts.
5.5 Once we have begun to provide the Services to you, we may cancel these Terms at any time by providing you with at least 60 days' notice in writing. If you have made any payment in advance for Services that have not been provided to you, we will refund these amounts to you on a pro-rata basis.
5.6 You may terminate your Membership Plan immediately if:
5.6.1 we break this contract in any material way and we do not correct or fix the situation within 30 days of you asking us to in writing;
5.6.2 we go into liquidation or a receiver or an administrator is appointed over our assets;
5.6.3 we change these Terms under clause 2.18 to your material disadvantage; or
5.6.4 we are affected by an Event Outside Our Control.
5.7 We may terminate your Membership Plan immediately if:
5.7.1 you do not pay us when you are supposed to as set out in clause 3. This does not affect our right to charge you interest under clause 3.7;
5.7.2 you break the contract in any other material way and you do not correct or fix the situation within 30 days of us asking you to in writing;
5.7.3 we are affected by an Event Outside Our Control;
5.7.4 you fail to attend three (3) appointments without informing us;
5.7.5 in our reasonable opinion you are abusive or act inappropriately to any of our employees or agents. Inappropriate acts include, without limitation, inappropriate, abusive, offensive behaviour or remarks or ‘time-wasting’; or
5.7.6 you act or behave in a manner that would bring us into disrepute.

6.1 We will not be responsible for any loss, damage or theft of your property while at our Clinic.
6.2 We will not be liable for any breach of these Terms, any failure in performing our obligations under these Terms or any losses resulting therefrom caused by circumstances beyond our reasonable control including any Events Outside of Our Control.
6.3 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were contemplated by you and us as the time we entered into this agreement.
6.4 Any purchases made by you are for private use only and you agree not to use them for any commercial purpose. Therefore, we are not liable to you for any loss of profit, loss of business or revenue, business interruption or loss of business opportunity arising out of your use for any commercial purposes.
6.5 We provide some of our Services in conjunction with third-party diagnostic laboratories, other healthcare providers and various courier and transport companies. We cannot control their services and are not responsible for any failures in the accuracy, quality, or timeliness of their services.
6.6 In so far as is legally possible, med(24) excludes liability, for costs, expenses, damages and losses (including any direct, indirect or consequential losses, loss of profit, loss of reputation and all interest, penalties and legal costs and any professional costs and expenses) suffered or incurred by you arising out of or in connection with any failure by med(24) to comply with its obligations under these Terms which arise as a result of the acts or omissions of any third-party diagnostic laboratories, other healthcare providers or various courier and transport companies (or any of them) in relation to the services they provide to med(24) or to you under these Terms.
6.7 We do not exclude or limit in any way our liability for:
6.7.1 death or personal injury caused by our negligence (including the negligence of our employees, agents or subcontractors);
6.7.2 fraud or fraudulent misrepresentation; and
6.7.3 breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples).

7.1 If you have any questions, you can always contact us by calling our concierge team on +44 (0)330 580 1154 or by emailing us to info@med24.clinic.
7.2 Our Complaints, Suggestions and Compliments Policy and Procedure can be found on our Website and we will respond to complaints, suggestions and compliments in accordance with this policy.
7.3 If you could like to contact us in writing, or if any clause in these Terms requires you to give us notice in writing, you can send this to us by email to info@med24.clinic, by hand or by pre-paid post to Primary Care Holdings Limited t/a (med)24 at 10 Eastbourne Terrace, Paddington, London W2 6LG. We will confirm receipt of your communication in writing.
7.4 If we must contact you or give you notice in writing, we will do so by e-mail, by hand, or by pre-paid post to the address you provide to us in the registration form.
7.5 If you remain dissatisfied with the Services provided to you, you may refer the matter to the Care Quality Commission, Citygate, Newcastle upon Tyne, UK NE1 4PA.

8.1 Our Services are not an emergency or urgent care service and does not replace services provided by NHS paramedic services.
8.2 Using our Services does not prevent you from using NHS services and we recommend you always remain registered with an NHS doctor.
8.3 Whilst we are responsible for providing the Services, administering the Membership Plan and coordinating the benefits provided under the Membership Plan, we cannot be held liable in any way whatsoever for injury, loss or damage arising directly or indirectly from the advice given by any third party associated with our Services or the Membership Plan.
8.4 We may transfer our rights and obligations under these Terms to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms.
8.5 This agreement is between you and us. No other person shall have any rights to enforce any of its terms.
8.6 We undertake to comply with our obligations under Data Protection Legislation (including EU General Data Protection Regulation) as set out in our Privacy Policy.
8.7 We hold adequate professional indemnity insurance cover for the acts and omissions of our clinical and non-clinical employees, and we are committed to operate within the statutory requirements in the UK and to clinical best-practice guidelines, as outlined by relevant authorities. (med)24 is registered with Care Quality Commission to deliver the services.
8.8 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
8.9 These Terms are governed by and construed in accordance with the law of England and Wales. You and we both agree to submit to the exclusive jurisdiction of the English and Welsh Courts.