Booking, payments and cancellations
Terms and conditions
These terms apply when you book or receive care from Clove Health Ltd ("we", "us"). We are registered in England and Wales, company number [number], registered office 25 Station Place, Cambridge CB1 2FP. We are registered with the Care Quality Commission.
1. Booking
You can book online, by phone or in person. Your booking is confirmed when you receive a confirmation email or text. Please give us accurate details, including your medical history and any medicines you take. This helps keep you safe.
2. Prices and payment
Our current prices are listed on our [Prices] page. [A deposit of £__ is taken at booking / Full payment is taken at booking / Payment is due at the end of your appointment]. We accept [card payments / other]. Any extra tests, prescriptions or follow-ups will be discussed and agreed with you before they're charged.
3. If you need to cancel or rearrange
| Notice you give | What happens |
|---|---|
| More than [48] hours | Free. You get a full refund of anything you've paid. |
| Less than [48] hours | [a fee of £__ / __% of the appointment fee / the deposit is kept] |
| No-show, or more than [15] minutes late | [the full fee is charged / the deposit is kept], and we may need to rebook you. |
To cancel, email hello@clovehealth.co.uk or call [phone number]. We will waive fees where you couldn't reasonably avoid cancelling, such as a medical emergency.
4. Your right to cancel within 14 days
If you book online or by phone, the law gives you 14 days to cancel for a full refund. If you ask us to see you within those 14 days, and then cancel, we may charge for any part of the service we've already provided. Once your appointment has taken place in full, this right no longer applies.
5. If we need to cancel
If we cancel or move your appointment, we'll let you know as soon as we can. We'll offer you another time or a full refund.
6. Refunds
Refunds go back to your original payment method within [14] days. [Laboratory and test fees can’t be refunded once a sample has been sent for processing.]
7. Your care
Our clinicians use their professional judgement. They may decline to provide a treatment or prescription if they think it is not safe or suitable for you. If so, we'll explain why, and [we’ll refund the treatment fee / the consultation fee still applies]. [Patients under 18 must attend with a parent or guardian.]
Your care is private and not part of the NHS. We may share information with your NHS GP where it's needed for your safety, as set out in our Privacy Notice.
8. Behaviour
We don't tolerate abusive, threatening or violent behaviour towards our team or other patients. We may end an appointment or decline future bookings if this happens.
9. Our liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, or anything else that can't be limited by law. Your statutory rights as a consumer are not affected.
10. Complaints and law
If you're unhappy, please see our Complaints page. These terms are governed by the law of England and Wales.
Questions about this policy?
Email hello@clovehealth.co.uk or speak to our team at the clinic.