IDOS HEALTH AND WELLBEING COMMUNITY INTEREST COMPANY

STANDARD TERMS AND CONDITIONS FOR CLIENTS

  1. These terms
    • What these terms cover. These are the terms and conditions on which we supply our services to you.
    • Why you should read them. Please read these terms carefully before you make a booking with us. These terms tell you who we are, how we will provide our 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.
    • Are you a business client or a consumer client? In some areas, you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:
  • You are an individual.
  • You are obtaining services from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).
    • If you are a business client, this is our entire agreement with you. If you are a business client, these terms constitute the entire agreement between us in relation to the provision of the services. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this contract.
  1. Information about us and how to contact us
    • Who we are. We are Idos Health and Wellbeing Community Interest Company, a company registered in England and Wales. Our company registration number is 13436535 and our registered office is at unit 23, St Peter’s Wharf, St Peter’s Basin, NE6 1TZ, Newcastle upon Tyne, UK
    • What we do. We are a start up Healthcare Community Interest Company with the social objective of improving wellbeing in all sectors of society with a new style of ‘beautiful’ healthcare that treats the whole person and not just their symptoms. Individuals and organisations are able to get their wellbeing needs met by conventional and complementary approaches under one umbrella.
    • How to contact us. You can contact us by telephoning us at 0191 429 0002 or by writing to us at hello@idoshealth.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 booking.
    • “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
  2. Our contract with you
    • How we will accept your booking. All bookings are made via our online booking system or by telephoning us at 0191 429 0002 or emailing us at hello@idoshealth.co.uk. Our acceptance of your booking will take place when we email or text you with a booking confirmation, at which point a contract will come into existence between you and us.
    • If we cannot accept your booking. If we are unable to accept your booking, we will inform you of this and will not charge you for any services. This might be because of unexpected limits on our resources which we could not reasonably plan for. We will look to offer you an alternative date/time for your appointment instead.
    • Your booking reference. We will assign a booking reference to you and tell you what it is when we accept your booking. It will help us if you can tell us the booking reference whenever you contact us about your .
    • We only sell to the UK. Our website, catalogue and brochure are solely for the promotion of our services in the UK. Unfortunately, we do not accept bookings from addresses outside the UK.
  3. Our services
    • What we provide. We provide a range of healthcare and wellbeing services to clients. Further details of the range of services that we provide are available on our website.
    • Individual Practitioners. We work with a range of independent medical consultants, psychological practitioners and complementary practitioners to provide our services. All our practitioners are self-employed – further details of our practitioners are available on our website.
    • Where we provide our services. All our face-to-face services are provided at 23 St Peters Wharf, St Peters Basin, Newcastle upon Tyne NE6 1TZ.
    • Our standards of service. We pride ourselves on the high standards of service provided.  will also from time to time assess our facility and rate it based on its current assessment criteria. Further details of our CQC rating are available on our website.
    • By agreeing to these terms, you are giving your consent to us accessing your medical notes held with a general practitioner, healthcare provider or hospital upon our request and to sharing your medical information with our practitioners. You are also giving us your permission to speak to your insurer or other parties as and when the need arises.
  4. Your rights to make changes

If you wish to make a change to your appointment, 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, the date and time of the new appointment 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.

  1. Our rights to make changes
    • Minor changes to the services. We may change the services:
      • to reflect changes in relevant laws and regulatory requirements;
      • to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the services; or
      • to ensure that the standards of care for clients is maintained.
    • More significant changes to the services and these terms. In addition, we may make more significant changes to these terms or the services including a change to the price, but if we do so we will notify you and you may then contact us to end the contract before the change takes effect and receive a refund for any services you have paid for but not received.
  2. Providing the services
    • When we will provide the services. We will supply the services to you at the date and time set out in the booking confirmation.
    • 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 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.
    • What will happen if you do not provide required information to us. We will need certain information from you so that we can provide the services to you, for example, details about your physical and/or mental health and wellbeing. We will request this information from you prior to your appointment or during your first appointment. If you do not, within a reasonable time of us asking for it, provide us with this information, or you provide us with incomplete or incorrect information, we may either end the contract (and paragraph 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 providing the services late or not providing 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.
    • Reasons we may suspend the services. We may have to suspend the services to:
      • deal with technical problems or make minor technical changes;
      • update the services to reflect changes in relevant laws and regulatory requirements;
      • make changes to the services as requested by you or notified by us to you.
    • Your rights if we suspend the services. We will contact you in advance to tell you we will be suspending the services, unless the problem is urgent or an emergency. You will not be required to pay for any services whilst they are suspended. You may contact us to end the contract if we suspend the services, or tell you we are going to suspend them, in each case for a period of more than 30 days and we will refund any sums you have paid in advance for services not provided to you.
    • 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 paragraph 5) 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 to you 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 paragraph 12.8). 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 paragraph 12.7).
  3. Your rights to end the contract
    • You can always end the contract before the services have been supplied and paid for. You may contact us at any time to end the contract for the services, but in some circumstances we may charge you certain sums for doing so, as described below.
    • What happens if you have good reason for ending the contract. If you are ending the contract for a reason set out at paragraph 2.1 to 8.2.5 below, the contract will end immediately and we will refund you in full for any services which have not been provided or have not been properly 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 (see paragraph 2);
      • we have told you about an error in the price or description of the services you have ordered and you do not wish to proceed;
      • there is a risk the services may be significantly delayed because of events outside our control;
      • we suspend the services for technical reasons, or notify you are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
      • you have a legal right to end the contract because of something we have done wrong.
    • Exercising your right to change your mind if you are a consumer. However, once we have completed the services you cannot change your mind, even if the 14 day 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.
    • What happens if you end the contract without a good reason. If we are not at fault and you are not a consumer who has a right to change their mind (see paragraph 3) but you decide to end the contract, the contract will end immediately. We will refund you for any services not yet provided unless you cancel less than 24 hours before the date of your appointment, in which case you will be charged the full fee for your appointment as reasonable compensation for the net costs we will incur as a result of your cancellation.
  4. How to end the contract with us (including if you are a consumer who has changed their mind)
    • Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
      • Phone or email. Call us on 0191 429 0002 or email us at hello@idoshealth.co  . Please provide your name, details of the booking and, where available, your phone number and email address.
      • Online. Complete the form on our website.
      • By post. Write to us at the address listed above including details of your booking and your name and address.
    • When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind, 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. If you tell us that you have changed your mind less than 24 hours before the date of your appointment, you will be charged the full fee for your appointment as reasonable compensation for the net costs we will incur as a result of your cancellation. We will consider extenuating circumstances on a case by case basis.
    • When your refund will be made. We will make any refunds due to you as soon as possible. If you are a consumer 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.
  5. Our rights to end the contract
    • 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 7 days of us reminding you that payment is due; or
      • 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 of your physical and mental health and wellbeing.
    • You must compensate us if you break the contract. If we end the contract in the situations set out in paragraph 1 we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the .
    • We may stop providing the services. We may write to you to let you know that we are going to stop providing the services. We will let you know at least 7 days in advance of our stopping the services and will refund any sums you have paid in advance for services which will not be provided.
  6. 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. A copy of our complaints policy is available on request. You can contact us by telephoning us at 0191 429 0002 or by writing to us at office@idoshealth.co.uk postal address 23 St Peters Wharf, St Peters Basin, Newcastle upon Tyne NE6 1TZ. Alternatively, please speak to one of our staff when you are on the premises.
    • Summary of your legal rights. 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.
Summary of your key 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:

you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.

if you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.

if you haven’t agreed a time beforehand, it must be carried out within a reasonable time.

 

  • Our guarantee in addition to your legal rights. We offer the following goodwill guarantee which is in addition to your legal rights (as described in paragraph 2) and does not affect them. In the unlikely event there is any defect with the services:
    • if remedying the defect is impossible or cannot be done within a reasonable time or without significant inconvenience to you, we will refund the price you have paid for the services.
    • in all other circumstances we will use every effort to fix the defect free of charge, without significant inconvenience to you, as soon as we reasonably can and, in any event, within 7 days. If we fail to remedy the defect by this deadline, we will refund the price you have paid for the services.
  1. Price and payment
    • Where to find the price for the services. The price of the services will be the price indicated on our . We take all reasonable care to ensure that the price of the services advised to you is correct.
    • Who pays for your treatment. You will be liable to pay for our all services (even if you have private medical insurance) including any changes to the services that we agree with you or are necessarily required.
    • Private Medical Insurance. Your insurance policy may not cover all costs in relation to our services. It is your responsibility to check what is and isn’t covered by your policy with your insurance provider. It is also your responsibility to confirm in advance with your insurance provider that they agree to cover the costs of our services. If there is any change in the services provided by us, it is your responsibility to update your insurance provider and seek further confirmation that they will cover any change in costs.
    • Payment by your Private Medical Insurance Provider. You must provide us with all necessary information that we request in relation to your insurance provider and your insurance policy. Where possible, we will process your insurance claim with your insurance provider and obtain payment for our services directly from your insurance provider. This is subject to you having given us all the necessary information that we need in order to do this. All payments remain subject to the payment terms set out in paragraphs 5 and 12.7 below. If we are unable to process your insurance claim directly with your insurance provider, you will need to pay us and seek reimbursement yourself from your insurance provider.
    • When you must pay and how you must pay. All payments are due at the time you make a booking. All payments must be made by bank transfer, online card payment via our website or by card over the phone.
    • Our right of set-off if you are a business customer. If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
    • We can charge interest if you pay late. 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 2% 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.
    • 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. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
  2. Our responsibility for loss or damage suffered by you if you are a consumer
    • We are responsible to you for foreseeable loss and damage caused by us. 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 during the booking process.
    • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, practitioners, agents or subcontractors; for fraud or fraudulent misrepresentation and for breach of your legal rights in relation to the services.
    • We are not liable for business losses. If you are a consumer we only supply the services to you for domestic and private use. If you use the services for any commercial or business purposes, our liability to you will be limited as set out in paragraph 14.
  3. Our responsibility for loss or damage suffered by you if you are a business
    • Nothing in these terms shall limit or exclude our liability for:
      • death or personal injury caused by our negligence, or the negligence of our employees, practitioners, agents or subcontractors (as applicable);
      • fraud or fraudulent misrepresentation;
      • any matter in respect of which it would be unlawful for us to exclude or restrict liability.
    • All terms implied by sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.
    • Subject to paragraph 1:
      • we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
      • our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the amount paid by you for the services in the calendar year prior to the date on which the claim is made.
  1. How we may use your personal information

How we will use your personal information. We will only use your personal information as set out in our privacy policy.

  1. 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.
    • Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms (except the individual where the contract is with an organisation or insurer).
    • 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.
    • Even if we delay in enforcing this contract, we can still enforce it later. 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.
    • Which laws apply to this contract and where you may bring legal proceedings if you are a consumer. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts.
    • Which laws apply to this contract and where you may bring legal proceedings if you are a business. If you are a business, any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and the courts of England shall have exclusive jurisdiction to settle any such dispute or claim.