Clinic Terms and Conditions

These are the Terms and Conditions (‘Terms’) on which Dr Paulina Charlesworth Ltd (“we” or “our” or “us”) provide our Consultations, supply medical Treatments, and our services to you.

Consultation Terms & Conditions of Dr Paulina Charlesworth Ltd

1. Introduction

1.1 These Terms and Conditions (“Terms”) apply to all Consultations, Treatments, services and products provided to you by Dr Paulina Charlesworth Ltd (Company number 14192903) (“we”, “us” or “our”).

Dr Paulina Charlesworth (“Dr P Charlesworth”) provides medical services on behalf of the company in her capacity as a qualified medical practitioner and Clinical Director.

1.2 We are required to comply with a series of regulatory requirements, including the Health and Social Care Act 2008.

1.3 Dr P Charlesworth is a registered GP Performer and is regulated by the General Medical Council and Primary Care Performer’s List for England and indemnified by Medical Protection Society and Hamilton and Fraser insurance.

1.4 Please read these Terms carefully. They tell you who we are, how we will provide our services to you, how we and you may change or end the contract between us, and what to do if there is a problem, along with other important information.

1.5 In the event of an inconsistency between these Terms and the content of any literature provided by us to you, then these Terms shall prevail.

2 Definitions & Interpretation

2.1 In these Terms and Conditions, the following words shall have the following meanings:

2.1.1 “Allergies” mean sensitive reactions of the body to certain medical procedures and medicines that do not affect most people;

2.1.2 “Clinic Premises” means Dr Paulina Charlesworth Limited’s premises located at Unit 7, St Julians, Underriver, TN15 0RX;

2.1.3 “Consultation” means a remote or face to face consultation with Dr Paulina Charlesworth and/or her associates as specified during the booking process. This can, but doesn’t have to include a discussion about Your health concerns, Your Medical History; a physical examination; medical impression; differential diagnosis; possible investigations; likely diagnosis; discussing possible Treatment options; Treatment recommendations including risk and benefits of each; discussions with you about you preferred way to treat your medical condition depending on your personal preference which can include your health priorities, perceived risk, own circumstances including any social and financial factors; discussion of likely outcomes after any option taken; identification of ‘red flags’ (for example but not limited to such instances of when to seek medical help if the results deviate from the expected or anticipated results); and where a specific Treatment is selected, a Consultation can include obtaining informed consent from You.

2.1.4 “Data Protection Acts” means relevant Data protection legislation including the General Data Protection Regulations;

2.1.5 “GMC” means the General Medical Council, the independent regulator of doctors in the United Kingdom.

2.1.6 “Medical History” means patient medical data, including sensitive data relating to a patient’s health profile, history and previous examination, diagnosis, treatment plan and details of any past treatments;

2.1.7 “Medical Questionnaire” means questionnaires provided by us for you to record your Medical History and preferences;

2.1.8 “Patient(s)” or ”you” means any person who has entered or is contemplating entering into a contract for the provision of Treatments from us;

2.1.9 “Practice Policies and Procedure(s)” means a folder outlining all Practice Policy and Procedures provided to Patients where applicable;

2.1.10 “Dr Paulina Charlesworth Limited”, “Clinic”, “we”, “us” or “our” means Dr Paulina Charlesworth Limited, a company registered in England and Wales (Company number 14192903), whose registered office is C/O Sal, 94 West Parade, Lincoln, England, LN1 1JZ.

2.1.11 “Dr Paulina Charlesworth Limited’s Complaints Procedure” the complaints procedure referred to in the Practice Policy and Procedures;

2.1.12 “Treatments” means any medical service or medical consultancy administered by Dr P Charlesworth or Dr Paulina Charlesworth Limited including medical advice or recommendation; prescriptions; product recommendations available in our online shop or third-party pharmacies (separate terms and conditions may apply); and any in-clinic medical procedures which may include topical, injectables or non-invasive device procedures or prescriptions. Treatment options always include doing nothing, deciding against specific treatments or using time as a diagnostic measure.

2.1.13 VAT means value added tax or any equivalent tax chargeable in the UK.

2.1.14 Clause, Schedule and paragraph headings shall not affect the interpretation of these Terms.

2.1.15 A person includes a natural person, corporate or unincorporated body (whether or not having separate legal personality).

2.1.16 Any Schedules that may form part of these Terms shall have effect as if set out in full in the body of these Terms. Any reference these Terms includes the Schedules.

2.1.17 A reference to a company shall include any company, corporation or other body corporate, wherever and however incorporated or established.

2.1.18 Unless the context otherwise requires, words in the singular shall include the plural and in the plural shall include the singular.

2.1.19 Unless the context otherwise requires, a reference to one gender shall include a reference to the other genders.

2.1.20 A reference to writing or written includes email.

2.1.21 Any obligation on a party not to do something includes an obligation not to allow that thing to be done.

2.1.22 Any words following the terms including, include, in particular, for example or any similar expression shall be construed as illustrative and shall not limit the sense of the words, description, definition, phrase or term preceding those terms.

3. Treatments and Services

3.1 We offer Treatments subject to eligibility following a Consultation, with such eligibility determined at our sole discretion. A consultation fee will be due even if You decide against going ahead with a planned treatment provided that the consultation has taken place. Otherwise normal cancellation policy applies.

3.2 Treatments that are suggested to you are recommendations only which aim to improve your concern or symptoms. You agree and acknowledge that receiving Treatments do not guarantee specific outcomes.

3.3. Any agreed follow up Consultations with you may be provided as complementary and at no charge to you, should any follow up Consultation relate to the original diagnosis and/or prognosis as discussed at your initial Consultation, and it is necessary for the continuity of your care. Any further Treatments that may be required subsequent to a follow up Consultation, will be charged at the relevant rate as stated by us. For the avoidance of doubt, we may waive any further charges in the event we are required to treat a complication (as fairly and reasonably determined by us).

4 Our contract with you & our obligations

4.1 A contract comes into existence between you and us when your appointment is confirmed. An appointment is confirmed by us following receipt of your debit or credit card details and a Consultation deposit, in writing in advance of each appointment.

4.2 If a booking was a part of a pre-purchased package this treatment will be classified as used unless Treatment cannot be provided for clinical reasons. This includes stand-alone bookings and also booking as part of any membership.

4.3 If our performance of a Consultation and/or a Treatment is affected by an event outside of our control (‘force majeure event’), 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. We will not be liable for delays caused by the force majeure event.

4.4 During a Consultation it is your responsibility to ensure that you provide to us all your Medical History and any other relevant details including any changes that may have arisen subsequent to your submission of any information to us, including (but not limited to) any medical forms, or any current or past medication details, prior to each Treatment. We will not be liable for any damage that occurs as a result of your failure to disclose such details.

4.5 If we are unable to provide you with a Treatment we will inform you of this and the reasons why, during your Consultation. In such circumstances you will be charged the Consultation fee only, and not for any pre-booked Treatment costs.

4.6 Prior to receiving any Treatment, you may be asked to complete and sign a Consent Form. By signing the Consent Form, you confirm that you understand the information provided, including the nature, purpose, risks and potential side effects of the Treatment, and that you wish to proceed.

4.7 Consent may be withdrawn by you in writing at any time prior to Treatment. Withdrawal of consent may require the cessation of Treatment and/or our services.

4.8 We strongly recommend allowing a period of at least 14 days between your Consultation and your Treatment to give you adequate time to reflect, ask questions, and make a fully informed decision.

4.9 In exceptional circumstances, you may choose to proceed with Treatment within 14 days, for example where:

4.9.1 you have previously received the same Treatment; or

4.9.2 you have already considered the Treatment in advance; or

4.9.3 you have discussed the Treatment with another medical professional more than 14 days ago.

By proceeding within 14 days, you confirm that:

4.9.4 the decision is entirely voluntary;

4.9.5 you feel under no pressure or obligation to proceed;

4.9.6 you have had the opportunity to ask all questions you may have; and

4.9.7 you are confident that you wish to go ahead with the Treatment.

4.10 You agree to comply with all instructions and/or recommendations given to you by, or on behalf of, us regarding a Treatment.

4.11 In providing a Treatment to you, we shall:

4.11.1 Provide suitable facilities for the provision of the Treatment;

4.11.2 Provide you with such information that can be reasonably expected to be necessary for you to understand the nature of the Treatment being offered, the risks and potential side effects normally associated with such Treatment, in advance of the Treatment all in accordance with accepted GMC guidance.

4.12 Common side effects of the Treatment recommended to you will be explained. Nonetheless, you agree, acknowledge, and understand that as with all medical procedures, there may be unexpected side effects and/or complications, which we may not be able to foresee.

4.13 To address your specific requirements and desired outcome, we will complete a full Treatment plan during your Consultation. Treatment under this service is a medical procedure and results can vary from person to person. Although unlikely, it is possible that you may not experience any noticeable results from a procedure.

4.14 We rely on the information you provide to us, including your Medical History, current medications, allergies, and any relevant updates. You agree that we will not be responsible for any adverse outcomes or complications which arise directly as a result of incomplete, inaccurate, or withheld information provided by you. Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or any liability which cannot lawfully be excluded under English law.

4.15 Whilst it is rare, Patients receiving Treatments may suffer from an allergic reaction or other side effect arising from the Treatment. Whilst we discuss the most common and serious potential side effects during the consent process as per GMC guidelines it is not practical and/or possible to list all of them. We encourage you to familiarise yourself with the information leaflets and consent forms provided for you by the Clinic and patient information leaflets included in the prescribed medication packaging before consenting to treatments. Please do discuss any concerns, questions and/or reactions you may have. MHRA also operates yellow card scheme where new medication undergoes closer monitoring and the Clinic encourages you to submit yellow cards if you have any concerns. You can find more information here: https://yellowcard.mhra.gov.uk/

4.16 If there are any reactions or complications that require urgent medical attention and you are unable to contact Dr P Charlesworth and/or the Clinic, either go to your local pharmacy for advice or call 111. If it is an emergency, please call 999 immediately or to your local accident and emergency (A&E) department without delay to seek medical assistance.

5 Patient Obligations

5.1 You will be responsible for reading and understanding the Treatment information literature provided to you prior to or during the Consultation, and prior to consenting to receive any Treatment. You will have an opportunity to raise questions at the Consultation and prior to receiving the Treatment. You are not obliged to proceed with any Treatment. You may cancel a Treatment at any time by notifying us in writing.

Please note that cancellation charges and deposit forfeiture may apply in accordance with our Appointments and Cancellation Policy, including where cancellations occur within 48 hours of the scheduled appointment.

5.2 We require certain information from you prior to Treatment for the purpose of securing an appointment, including telephone, full postal address, email contact details, your full name, and date of birth. You will be asked to complete Medical Questionnaires prior to or during your first appointment. This is necessary for the Consultation and the Treatment planning process. The Medical History will require full details of any allergies and/or medical conditions. You will be responsible to provide us with any and all updates on your Medical History or contact details on each visit.

5.3 Before receiving any Treatments, you shall:

5.3.1 Complete Medical Questionnaires; and

5.3.2 attend a Consultation, either remotely or face to face.

5.4 If you do not provide us with the Medical History information required or you provide us with incomplete or inaccurate information, we reserve the right not to perform the Treatment, and we will not be liable to you should any side-effects or such other adverse conditions occur as a result of your incomplete and/or inaccurate information.

5.5 You shall confirm in advance of receiving any Treatment, that you are fully satisfied that you have been provided with a selection of Treatment options best for treating your health concern, your questions have been fully answered, and that you decide yourself and confirm which treatment you wish to receive, subject to your health beliefs and personal circumstances.

5.6 It is your sole responsibility to ensure that any Treatment accurately reflects your requirements as discussed and agreed with you during your Consultation.

5.7 You have signed an informed consent form which you have not felt pressurised to sign by anyone medical, friends or family and took your time to reflect on the information provided.

5.8 All information will be treated as confidential and protected in accordance with Data Protection legislation.

6 Payment

6.1 The total fee for the Consultation and/or Treatment will be due at the time of the service delivery or the first Treatment in the case of purchasing a course and/or a package of Treatments in advance, as specified by the Clinic during your Consultation. Our Clinic accepts various forms of payments including cash, debit and credit cards but we kindly asked to only use your own payment method and not your friends and/or family. Your friends and family are welcome to use our gift cards if they wish to pay for your Consultation and/or Treatment. Gift cards are valid for 12 months from the date of purchase unless otherwise stated.

Gift cards are non-refundable, cannot be exchanged for cash, and may not be resold for commercial purposes.

Gift cards may be used towards Consultations, Treatments or products offered by the Clinic, subject always to clinical suitability and availability. Any services or products purchased using a gift card remain subject to these Terms, including our non-refund policy for medical Treatments and dispensed products.

6.2 Consultation fees

6.2.1 An initial consultation fee and/or a follow-up consultation fee will apply as set out in our current price list. Consultation fees are payable whether or not you proceed with any treatments, provided the Consultation has taken place.

6.2.2 Consultations are a standalone professional medical service. The Consultation fee remains payable once the Consultation has taken place, regardless of whether you decide to proceed with any Treatment.

6.3 Follow-up consultations and memberships

6.3.1 Follow-up Consultations may be included as part of an active membership. Where included, this is subject to the Membership Terms & Conditions. Non-members will be charged the applicable follow-up Consultation fee.

6.4 Deposit

6.4.1 A deposit of £125 (being 50% of the applicable Consultation fee) is required at the time of booking to secure all Consultations.

6.4.2 The deposit will be deducted from the total Consultation fee if the appointment is attended.

6.4.3 If you cancel or reschedule with less than 48 hours’ notice, do not attend your appointment, or arrive more than 10 minutes late, the deposit will be forfeited.

6.5 Card on file authorisation

6.5.1 By booking an appointment, you authorise us to securely store your debit or credit card details and charge the card on file for Consultation fees, agreed Treatment fees and applicable charges. You may request to use a different card during your Consultation or by contacting reception at any time prior to payment being taken.

6.6 Payment timing

6.6.1 Payment of the remaining balance is due immediately following the Consultation. Unless otherwise agreed, payment will be taken from the card on file.

6.7 Failed payments and payment links

6.7.1 If payment cannot be taken from the card on file e.g. the card has expired, a same-day secure payment link will be issued and must be paid on the same day. Up to two further payment links may be issued within 7 days of the Consultation date.

6.8 Overdue payments and administration charges

6.8.1 Where payment remains outstanding more than 7 days after the Consultation, an administration charge of £25 may be added to cover additional administrative costs. Further payment links issued after this period may attract additional administration charges, which will be notified to you in advance.

6.9 Restriction of services

6.9.1 Where an invoice remains unpaid, we reserve the right to suspend memberships, decline future bookings, require full prepayment for future services and/or withhold non-urgent administrative services until payment is received.

6.10 Financial difficulty

6.10.1 Patients experiencing genuine financial difficulty are encouraged to contact us promptly so we may, at our discretion, discuss appropriate arrangements. Please let us know as soon as you can so we can discuss an appropriate payment plan and seek to prevent further automatic payment reminders.

7 Special offers & free consultations

7.1 From time to time we may run special offers or other forms of purchase incentive. We reserve the right to extend, amend and/or withdraw any offer at any time without notice. Please note that we do not offer special offers on prescription items.

7.2 All special offers are subject to availability, and conditional upon you attending an appropriate Consultation to determine eligibility for any special offer relating to Treatments. If the desired Treatment is not suitable for you, a recommended alternative will be provided to you where possible.

7.3 Any offers and/or special offers are subject to our Refunds Policy, which may be updated from time to time.

8 Relationship with Dr P Charlesworth

8.1 We confirm that Dr P Charlesworth and her associates hold the necessary qualifications, experience, registration and indemnity to administer the Treatment(s).

9 Information about Us & how to contact Us

9.1 You can contact us by writing to our registered office address or via email at hello@drcharlesworth.co.uk. We recommend contacting us by email.

9.2 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 have provided. Alternatively, we may message you via text or WhatsApp in the event we need to contact you promptly and/or we are unable to contact you via telephone.

10 Confidentiality/Data Protection

10.1 We shall ensure that any information that you share with us including your name, contact details, credit card details and Medical History (“Personal Data”) is kept securely and confidentially in accordance with Data Protection Acts. We will only process your Personal Data, in connection with:

• the Consultation and/or Treatments provided to you; and

(b) any direct marketing that we provide to you, provided you have consented to

marketing.

10.2 We do not use or provide your Personal Data for the purposes of any third-party marketing.

10.3 Your Personal Data is processed in accordance with our Data Privacy Notice available on our Website.

10.4 We will only provide your Personal Data to third parties where the law either requires or allows us to do so.

11 Complaints and Refund policy

11.1 In the event you are unhappy with an aspect of our service please contact us as soon as possible so we can discuss your concerns, understand your feedback and to agree a suitable resolution with you, if appropriate. Our detailed complaints policy is available upon request.

11.2 Due to the bespoke and medical nature of our services, Consultation fees and Treatments are non-refundable once provided. Prescription medicines and medical products are non-refundable once dispensed, except where faulty or damaged on receipt. If you receive a damaged product, please contact the Clinic promptly so we may arrange a replacement where appropriate.

12 Appointments

12.1 Attending appointments at the allotted time and location is entirely your responsibility. If you are unable to attend an appointment, you must notify us no later than 48 hours prior to your appointment in order to reschedule or qualify for a refund of your deposit.

12.2 Due to scheduling requirements, if you arrive more than 10 minutes late, we may be unable to proceed with your appointment and you may forfeit your deposit. If the appointment forms part of a prepaid package or course of Treatments, that Treatment may be classed as redeemed.

12.3 Although extremely rare, appointments may need to be rescheduled by us at short notice, including but not limited to the incapacity of Dr P Charlesworth, the unavailability of staff, an unforeseen emergency, or equipment defect. We will not be liable to you for any consequential losses. Where appropriate you will be offered a choice of appointments to reschedule your Consultation and/or Treatment.

12.4 Without prejudice to clause 12.1, advance text messages, email appointment reminders, and telephone calls that may be provided to you are by way of courtesy only, and cannot be relied upon.

13 Miscellaneous

13.1 These terms and conditions and any contract arising shall be between you and us and no other person shall have any rights to enforce any of its terms. We reserve the right to transfer our rights and obligations under these terms and conditions to another organisation.

13.2 If a court finds that any of these terms and conditions are illegal or unenforceable then the remaining enforceable terms will continue in full force and effect.

13.3 The Clinic may update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, clinical guidance, services offered, or operational requirements.

13.4 Any material changes will be made available to patients in advance, for example via our website or in-clinic.

13.5 Where changes are material and affect existing arrangements, patients will be notified and, where required by law, given the opportunity to cancel affected services without penalty.

13.6 Continued use of the Clinic’s services after updated Terms and Conditions take effect constitutes acceptance of the revised Terms.

13.7 The services provided by us, and these Terms and Conditions, shall be governed by the laws of England and Wales, whose courts shall have exclusive jurisdiction in relation to any dispute between you and us.