OUR TERMS
THESE TERMS
What these terms cover.
These are the terms and conditions on which we supply the Services to you. These terms will form a contract between you and us if you decide to use our Services (the “Contract”). “We” are the organisation identified in Clause 2.1 below. “You” are the person identified in Clause 2.2 below.
You have accessed these terms via our website (www.thegrosvenorpractice.co.uk) and by accepting these terms, you are agreeing:
Your personal information: To supply personal information about you or someone on whose behalf you are acting to us, some of which may be sensitive, and to allow us to process that information in accordance with these terms and our privacy policy. This can be accessed by clicking the privacy policy on our website www.thegrosvenorpractice.co.uk. This will include making your information available to all Doctors who provide medical treatment to you via our Service.
Your cancellation rights: That you waive any rights to cancellation of Services you request from Doctors other than as set out in these terms.
The limits of our liability: That you understand the way in which we limit our liability to you for the Services as set out in clause 12 of these terms.
Why you should read them.
Please read these terms carefully before you submit your request for Services to us. These terms tell you who we are, how we will provide 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.
You can access these terms at any time at www.thegrosvenorpratice.co.uk. We reserve the right to update these terms from time to time by posting the updated version on our website. We may do so because we change the nature of our products or Services, for technical or legal reasons, or because the needs of our business have changed. You agree that if you do not accept any amendment to our terms then you shall immediately stop accessing and/or using the Service and our Contract with you will terminate. If you carry on using our Service you will be deemed to have accepted the updated terms.
Definitions.
For ease of reference the following terms shall having the following meanings in these terms:
“Booking” means a booking made by you with us for the provision of a Consultation;
“Cancellation Fee” means the fee you pay to cancel our Services in accordance with clause 8.2 and as set out in Schedule 1;
“Consultation” means any in-person medical consultation and related Services;
“Doctor” means a medical practitioner as defined in clause 7.2.1;
“Premises” means the premises at which the Services are provided to you from time to time;
“Service” or “Services” refers to those services provided for at Schedule 1 of these terms;
INFORMATION ABOUT US AND HOW TO CONTACT US
Who we are.
We are THE GROSVENOR PRACTICE LLP Limited Liability Partnership incorporated and registered in England and Wales. Our company registration number is OC448349 and our registered office is The Brentano Suite, Solar House, 915 High Road, London, United Kingdom, N12 8QJ . We are registered with the Care Quality Commission.
Who you are
You are the person accessing our Services in accordance with these terms and you are at least 18 years old.
You are the patient who will receive the Services from us or who will access the Services on behalf of someone else who will be the patient.
If you are not a patient in respect of whom the Consultation is required, you can arrange for a Consultation for the patient on the condition that the patient has given you their consent to make the Booking and has disclosed to us and to the Doctor their personal data as necessary to facilitate the Consultation.
You confirm that you have the right, authority and capacity to enter into these terms. If you do not agree with all of the provisions of these terms, do not access our Services.
How to contact us.
You can contact us by telephone, email (partners@thegrosvenorpractice.co.uk) Details of all contact methods can be found on our website; (www.thegrosvenorpractice.co.uk).
How we may contact you.
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 in your request for the Services.
You are responsible for providing us with your most current e-mail address. If the last e-mail address that you have provided us is not valid, or for any reason we are unable to contact you in the manner described above, our dispatch of the e-mail or letter will nonetheless constitute effective delivery to you of our notice.
“Writing” includes emails.
When we use the words “writing” or “written” in these terms, this includes emails.
OUR CONTRACT WITH YOU
How we will accept your request for our Services.
You may make a request for the Services via our website (www.thegrosvenorpractice.co.uk). You will be asked for details including:
Email, mobile telephone number, name, date of birth, gender, address, payment details, relevant medical history.
Certain details that are optional such as the contact details of the regular doctor, if any, that you are registered with. Please note that failure to provide these details will result in limitations on the Services that you will receive from us.
Upon making a request via our website, you will be asked to confirm that you accept being charged the applicable fees and that you are happy that your payment card (where applicable) will be pre-authorised for such payment.
Our acceptance of your request for the Services through our website will take place when you click on the box on our website formally accepting our terms and conditions and when we receive payment from you (whichever is the later) at which point the Contract will come into existence between you and us. If we are unable to accept your online request for our Services for any reason, we will inform you of this in writing as soon as possible and will not charge you for any of the Services.
YOUR OBLIGATIONS TO US
On acceptance of your request for the Services you agree that you will attend the Premises on time. If not then, in addition to any other rights or remedies we may have, we shall be entitled to instruct the Doctor to refuse to provide the Services to you.
It is your obligation to ensure that the information you provide under Clause 3.1.1.1 is correct.
You must comply will all laws applicable in the UK or any other location that you access the Service from. If any laws applicable to you restrict or prohibit you from using the Services, you must comply with those legal regulations or, if applicable, stop accessing and/or using the Services.
YOUR RIGHTS TO MAKE CHANGES to the services you receive
If you wish to make a change to the Services please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the Services, their timing 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. We will agree any change with you in writing. Please note that a request to change or cancel the Services may result in a charge to you, as set out at Schedule 2 below.
OUR RIGHTS TO MAKE CHANGES
We may change the Services, without your consent, to reflect changes in relevant laws, regulatory requirements, the nature of our Services or the needs of our business. We will only make changes if we notify you in advance of the changes.
Clause 1.3.2 sets out details of how and why we may update these terms.
PROVIDING THE SERVICES
The Services which we will we provide to you.
Subject to clause 7.6 and clause 9, we will provide you with the Services set out in Schedule 1.
How we will provide the Services
We will perform the Services with all reasonable skill and care using qualified and registered general practitioners (“Doctors””) working to levels of good clinical practice.
We confirm that the Doctors we use will be registered with the General Medical Council (the body responsible for setting and enforcing standards), will have an enhanced Disclosure and Barring Service Certificate (a safeguard applicable to people working with children and in healthcare) and will have adequate professional indemnity insurance.
When we will provide the Services.
We will supply the Services to you at such times as agreed with you via our website or by telephone.
We are not responsible for delays outside our control.
If our performance of the Services is affected 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 in you being able to make a Booking or receive a Consultation caused by the event but if there is a substantial delay you may contact us to end the Contract and receive a refund for any of the Services you have paid for but not received.
What will happen if you do not provide required information to us.
As we informed you in the description of the Services on our website and as set out at 3.1.1, we will need certain information from you so that we can provide the Services to you. We will ask for this information when you set up your account with us. If you do not provide the required information, then you will not be able to use our Services.
Reasons we may suspend the Services.
We may have to suspend the Services available to you in the following circumstances:
to deal with technical problems or make technical changes;
to update the Services to reflect changes in relevant laws and regulatory requirements;
to make changes to the Services as requested by you or notified by us to you (see clause 6).
Your rights if we suspend the Services in the circumstances set out at clause 7.6 above.
We will contact you in advance to tell you we will be suspending the Services, unless the problem is urgent or an emergency. You may contact us to end the Contract if we suspend the Services and you cannot make a Booking or receive a Consultation. If you do so we will refund any sums you have paid in advance for the Services which we are not able to provide you with due to the suspension.
We may also suspend the services if you do not pay.
If you do not pay us for the Services when you are supposed to (see clause 11.3) and you still do not make payment within 28 days of us reminding you that payment is due, we may suspend any additional Services you have requested 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 clause 11.5). 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 clause 0).
Circumstances where we will suspend the services immediately and may terminate the Contract.
We will suspend the Services immediately if:
providing the Services would be contrary to the law or any regulatory requirements;
in the reasonable professional opinion of any Doctor, it is unsuitable for you to receive the relevant Services;
you have not provided us with valid consent (where required);
you do not co-operate with us in respect of the Services to be provided to you or if you do not comply with these terms including failing to provide information in accordance with clause 7.5;
you request changes to the Services which we cannot or are unwilling to comply with;
you display abusive, violent or threatening behaviour unacceptable to us or any Doctor or other member of our staff; or
we are expressly instructed not to do so by an emergency service provider who has authority to give that instruction, for as long as that instruction applies.
Where reasonably possible, we will explain to you the action we are taking, when that action takes effect, and the reasons for it. When doing so we will also inform you of your right to challenge the action taken through our complaints process. A link to this can be found on our website www.thegrovenorpractice.co.uk under Complaints policy. Our rights in respect of termination of the Contract are set out in clause 9 below.
YOUR RIGHTS TO CANCEL A BOOKING
Your right to cancel a Booking.
Once you have confirmed your booking for the services in accordance with clause 3.1, subject to clause 9 we will not charge you for the Services if you cancel the booking within 24 hours of your appointment.
If you change or cancel your booking for the Services after the cancellation period (less than 24 hours before the appointment) then you will be charged a Cancellation Fee of up to 100%, depending on the circumstances, but a minimum £10 fee will be charged to cover administration costs for cancellations. We will process your payment and deduct the Cancellation Fee and:
we will reimburse you any balance agreed without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel the Booking; and
we will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
For patients subscribed to one of our health plans, The Grosvenor Practice operates a cancellation policy as follows:
8.3.1. For appointments falling within your Annual Health plan quota, if you change or cancel your booking for the services after the cancellation period, less than 24 hours before the appointment, this may be count this as a used appointment. For additional consultations beyond your Annual Health plan quota, an amount of up to 100% of your appointment fee may be charged, but a minimum of £10 will be charged to cover administration costs.
TERM AND TERMINATION OF THE CONTRACT
Subject to this section, these terms will remain in full force and effect while you use the Services. Provided you are not in the course of receiving the Services from Doctors (including in respect of a Booking which has been made), you can always end the Contract between you and us as set out in these terms in a notification by email at any time.
We may suspend or terminate your rights to use the Services (including your account) at any time and at our sole discretion.
Upon termination of your rights under these terms, your right to access your account and use the Services will terminate immediately. You understand that any termination of your account may involve deletion of your user content associated with your account from our live databases.
We will not have any liability whatsoever to you for any termination of your rights under these terms, including for termination of your account or deletion of your user content. Even after your rights under these terms are terminated, the following sections of these terms will remain in effect: 12 and 14.4.
What happens if you have good reason for ending the Contract.
If you are ending the Contract for a reason set out at 9.5.1– 9.5.5 below the Contract will end immediately and we will refund you in full for any of the Services which have not been provided. The relevant reasons are:
we have told you about an upcoming change to the Services or these terms which you do not agree to in accordance with clause 5;
we have told you about an error in the price or description of the Services you have requested and you do not wish to proceed;
the Services are significantly delayed because of events outside our control in accordance with clause 7.4;
we suspend the Services in accordance with clause 7.6; or
you have a legal right to end the Contract because of something we have done wrong.
In these circumstances you will be entitled to a full refund in respect of the Services you have paid for but not received at the time of termination.
What happens if you end the Contract without a good reason.
Unless you have a right to end the Contract immediately, the Contract will not end until 30 days after the day on which you contact us. We will refund any advance payment you have made for the Services which will not be provided to you but will retain all sums for the Services provided.
We may end the Contract if you break it.
We may end the Contract at any time by writing to you if:
you do not make any payment to us when it is due and you still do not make payment within 28 days of us reminding you that payment is due;
you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services, for example, details relating to your medical history (see clause 7.5);
In any of the circumstances set out in clauses 7.9.
IF THERE IS A PROBLEM WITH THE SERVICES
How to tell us about problems.
If you have any questions or complaints about the Services, please contact us using the details provided at clause 2.4 above.
Putting a problem right
If you have raised an issue with our Service under clause 10.1 above, we will endeavour to put it right. Depending on the circumstances, we may:
perform all or a part of the Services again for you;
offer you a full or partial refund; or
agree with you some other suitable solution.
PRICE AND PAYMENT
The price of the Services
The price for our Services are set out at Schedule 2. If the price for all or any of our Services is not set out there for any reason and:
you have not paid a price or other consideration for the Services; and
the Contract does not expressly fix a price or other consideration, and does not say how it is to be fixed
then we are entitled to charge you a reasonable price for our Services. However, we will always endeavour to provide full pricing information to you as set out above.
Where you opt for a monthly payment programme (rather than an up-front payment), you may be required to enter into separate documentation with a third party who will provide you with finance to pay for the Services. Any such finance arrangements are separate from our agreement with you. We shall not accept any liability in relation to those arrangements.
When you must pay and how you must pay.
We will invoice you for the fees for the Services, either ahead of provision of the Services or on a monthly basis (in accordance with Schedule 2).
You shall pay the invoiced amounts within 30 days of the date of a correctly rendered invoice to the bank account as set out on the invoice
We can charge interest if you pay late.
If you do not make any payment to us by the due date (see clause 11.3) we may charge interest to you on the overdue amount at the rate of 10% a year. 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.
What to do if you think an invoice is wrong.
If you think an invoice is wrong, please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.
OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
If you suffer personal injury or death caused by our negligence, there is no limit on our potential liability to you.
We also do not seek to limit or exclude our potential liability for anything else which cannot be legally limited or excluded.
Other than under clause 12.1 and 12.2 our liability to you is limited to 100% of the price you have paid to us for the Services.
We are not responsible to you for any acts or omissions of third parties, including in connection to the Premises or your arrangements with us operated from the Premises.
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, for example, if you discussed it with us prior to entering into this Contract.
Access to, and use of our Services is at your own discretion and risk, and you will be solely responsible for the quality of any data generated by devices you connect to our website and you will be solely responsible for any damage to your device or computer system or resulting loss of data arising from your use of our website or any cyberattack on our website.
HOW WE MAY USE YOUR PERSONAL INFORMATION
You expressly consent to providing us with personal information, including medical information.
How we will use your personal information.
We will use the personal information you provide to us:
to provide the Services (for this purpose we will disclose your personal information to our clinicians);
to process your payment for such Services; and
as may otherwise be outlined in our Website Privacy Policy.
We will only give your personal information to other third parties where the law either requires or allows us to do so.
Any information you have provided to us through our website will be subject to our Website Privacy Policy which can be found here: (www.thegrosvenorpractice.co.uk). We will retain your medical records in relation to the Services provided in accordance with the law and our policies which we can make available to you on request.
OTHER IMPORTANT TERMS
We may transfer this agreement to someone else.
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Contract. This Contract is between you and us. No other person shall have any rights to enforce any of its terms.
If a court finds part of this Contract illegal, the rest will continue in force. 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.
Which laws apply to this Contract and where you may bring legal proceedings.
These terms are governed by English law and you can bring legal proceedings in respect of the Services in the English courts.
Alternative dispute resolution.
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. For details please see the complaints policy link on our website at www.thegrosvenorpractice.co.uk. If you are not happy with how we have handled any complaint, you may want to contact the Independent Sector Complaints Adjudication Service (ISCAS). You can submit a complaint to them via their website at http://www.iscas.org.uk.
Annual health plans:
In addition to the above terms and conditions, the following apply to those on annual health plans:
By agreeing to our terms and conditions you are agreeing to subscribe to the Annual Health plan for a minimum period of one calendar year from the date of your first booking of services. On the date that this first year expires, this agreement will be automatically renewed for a further period of one year unless we receive a cancellation notice from you in writing, to be received no less than 31 days before this agreement is due to be renewed.
Underpayment or lapse in payment of more than two weeks will invalidate any agreement by The
Grosvenor Practice to provide care. The Grosvenor Practice reserves the right to receive any outstanding payments which you may owe for the remainder of the calendar year of your Annual Health plan Subscription.