The small print, made clear.

We provide private healthcare through appropriately qualified and registered professionals working within their competence. Services may include consultations, health assessments, prescribing and investigations. Availability and eligibility depend on the service you book.

Your fee covers professional assessment and advice, rather than a particular diagnosis, medicine or outcome. Treatment or a prescription is offered only when the clinician considers it appropriate and safe. A completed consultation remains payable if the clinician advises against the treatment you requested.

We may need further information, medical records or tests before recommending treatment. We will explain if your needs would be better met by your GP, a specialist or another service.

Unless we agree otherwise, appointments are confirmed after payment is received and booking confirmation is issued. Please provide accurate contact details, arrive on time and complete any requested forms.

For remote appointments, please use a suitable device and a private setting with an adequate connection. Let us know promptly if you cannot connect or need help accessing your appointment.

The price and what it includes will be shown or explained before you book. Unless otherwise agreed, payment is due in full at booking.

Tests, medicines, pharmacy dispensing charges, private prescription charges and further appointments may cost extra where they are not included in your booked service. We will explain and obtain your agreement to any additional charge before arranging the service.

If you book a programme or package, its inclusions and any additional conditions, including cancellation arrangements, will be provided before purchase. Nothing in those conditions limits your statutory rights.

With at least 48 hours’ notice, you can rearrange your appointment without charge, subject to availability, or cancel and receive a full refund of the appointment fee.

With less than 48 hours’ notice, or if you miss your appointment, we may retain a reasonable cancellation charge of up to the appointment fee. This will be limited to our actual net loss from the cancellation or missed appointment, taking account of costs saved and whether the slot is filled by another patient. We will take reasonable steps to reduce that loss and refund any remaining balance.

Please contact us using the booking instructions or the contact details on our website. Notice is measured from when your cancellation or rescheduling request reaches us to the scheduled appointment time; it does not depend on when we reply.

We understand that unexpected events happen and will consider individual circumstances. We will explain any charge if you ask.

If you are late, we may shorten the appointment where it is safe to do so. If there is insufficient time for a safe assessment, we may need to rearrange it. Where an appointment cannot proceed because of your lateness, the charge principles in section 4 apply.

We will consider the cause of technical problems fairly. If a problem on our side prevents the appointment from taking place, no missed-appointment charge applies.

If we cancel, you can choose an alternative appointment or a full refund for the appointment we have not provided. We will give as much notice as reasonably possible. Any further refund or remedy required by law remains available.

Please provide accurate, complete and current information about your symptoms, conditions, medicines, allergies, relevant test results and, where relevant, pregnancy or breastfeeding. Tell us about significant changes that may affect care we are providing.

Follow the advice and monitoring arrangements discussed with your clinician, and seek appropriate help if your symptoms worsen or you develop concerning symptoms. Use prescribed medicines as directed and contact an appropriate healthcare professional if you have concerns.

Further assessment or monitoring may be needed before repeat prescribing. We cannot guarantee medicine availability or that your NHS GP will prescribe, fund or arrange treatment recommended through a private consultation.

We handle personal and health information confidentially in accordance with applicable UK data protection law. Our Privacy Policy explains how we collect, use, store and share information. We keep clinical records and retain them in accordance with applicable legal and professional requirements.

We may need to communicate with your GP or another professional involved in your care. We will discuss this with you and seek permission where required. If necessary information or communication is unavailable, we may be unable to provide treatment safely.

Information may be shared without permission where there is a lawful and professionally justified basis, for example to meet a legal duty or address a serious safeguarding concern.

Where a service is available to someone under 18, appropriate consent, capacity and safeguarding requirements apply. We may need to involve a parent, guardian or other appropriate adult where clinically or legally appropriate.

A clinician may postpone or stop care if it cannot be provided safely. We will explain the reason and any appropriate next steps.

Please treat staff and other patients respectfully. Threatening, abusive or discriminatory behaviour may result in an appointment being ended or future services being declined. Any fee retained will reflect services already provided and any reasonable loss, subject to your legal rights.

If you have a concern, contact us through the details on our website. We will handle it fairly under our Complaints Policy. Making a complaint will not disadvantage your care.

We may use laboratories, pharmacies, booking platforms and other providers to help deliver our services. If you are purchasing a separate service directly from another provider, we will explain this; their own terms may apply.

Using another provider does not remove our responsibility for the services we have agreed to provide or any responsibility we have under the law.

We will provide services with reasonable care and skill. Nothing in these terms limits your statutory consumer rights or any liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, or fraud.

We may update these terms for future bookings. The version provided when you book applies to that booking; we will not change it retrospectively without your agreement.

These terms are governed by the laws of England and Wales, subject to any mandatory protections that apply to you. Nothing prevents you from using a court available to you under applicable consumer law.

For questions about your booking, care or these terms, use the contact details at www.phderby.com.