Terms & Conditions

We have outlined below the terms on which The Day Clinic provides services to its patients, these constitute our ‘Terms and Conditions’.

By using this website it is assumed that you have read and understood our Terms and Conditions before any treatments take place. If you have any queries, please don’t hesitate to speak to a member of our team.

The content of this website is for general informational and educational purposes only.  It is not meant to be medical advice and is no substitute for in-person consultation, diagnostics and treatment.  Any questions or concerns regarding medical issues should be directed in-person to qualified medical professionals.

1.1 We are The Day Clinic, our address is Unit A, Magog Court, Shelford Bottom, Cambridge CB22 3AD.  Our company is registered as Abood Treatment Centres Ltd in England and Wales. Our company registration number is 13958054 and our company registered office is at Rex Buildings, Alderley Road, Wilmslow, Cheshire, United Kingdom, SK9 1HY.

1.2 You can contact us by telephoning 01223 661 940 or by writing to us at office@thedayclinic.co.uk or the postal address which is Unit A, Magog Court, Shelford Bottom, Cambridge, CB22 3AD.

1.3 If we contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us on booking or by text or WhatApp message to a mobile phone number provided to us on booking.

1.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails, Whatsapp and text messages.

2.1 An agreement will come into existence between you and us when you make an appointment for an initial consultation detailing the date and time (“the Initial Consultation”). Your request and our agreement to the provision of the Initial Consultation may be made verbally (in person or by telephone) or in writing. This will be known as “the Agreement”. Once the Agreement has been made, it will be governed by these Terms and Conditions.

3.1 Our services may include, but are not limited to; the Initial Consultation, any further consultations or appointments, examinations, diagnoses, prescriptions and treatments as well as any additional services related to them (our “Services”).

3.2. We will supply the Services to you at the Initial Consultation and during any follow up consultations or appointments included in your treatment plan. We will clearly explain how the Service will be provided to you, and the timeframe and fees associated with the Services either before or during the Initial Consultation. The cost of the Initial Consultation will have been agreed at the time of booking. By proceeding with the the Services beyond the Initial Consultation, it is assumed that you are continuing with the Agreement and that you agree to be bound by the Terms and Conditions as set out herein.

3.3 If you have been booked in for a ‘See & Treat’ appointment, the Services may be carried out at the same time as the Initial Consultation.  A See & Treat appointment is normally agreed at the time of booking. However, it may be the case that upon examination at the Initial Consultation your treatment is not suitable for a See & Treat appointment and so we reserve the right to change the treatment plan at the Initial Consultation if this is not deemed an appropriate service for you.

3.4  Continuity of care is accommodated wherever possible however we are unable to guarantee ongoing treatment with the same healthcare provider. All our doctors, consultants, nursing staff are trained and approved in accordance with our treatment protocols. If you are unable to be seen by the same healthcare provider, the new healthcare provider will have access to all the medical records held by us.

3.5  If we consider that:

(a) you are medically unfit; and/or

(b) you are unsuitable for your chosen treatment; and/or

(c) your chosen treatment is unlikely to be successful,

we will inform you of the facts and reasons why we have reached this conclusion. If the Initial Consultation resulted in these findings, you will only be responsible for the cost of that Initial Consultation.

3.6  We will provide the Services with reasonable skill and care, however no clinical procedure is entirely risk free and the results and/or outcome of any particular treatment cannot be guaranteed. Information on potential risks and complications can be found on our website and will also be explained prior to a treatment being undertaken.

4.1 It is your responsibility to ensure that we are provided with all relevant health-related information prior to each treatment.

4.2 We may need other information from you so that we can provide the Services to you, this will depend on the treatment to be undertaken. We will contact you to ask for this information. If you do not provide us with this information within a reasonable time of us asking for it, or if you provide us with incomplete or incorrect information, we may either end the contract 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 the Services if this is caused by you not giving us the information we need within a reasonable time.

4.3 We require you to arrive at our clinic at least 5 minutes before your appointment time. Late arrival may result in a reduction to your treatment time. If you are running late, please telephone us and we will attempt to accommodate your late arrival, although we can give no guarantee this will be possible.

4.4  We will inform you of any specific preparations you will need to carry out before your treatment. Failure to make such preparations may result in your treatment being delayed, time-reduced or incurring additional costs. Where continued non-compliance occurs, we reserve our right to end the Agreement and hence treatment, without prior notice.

4.5 We will inform you of any specific aftercare guidance you should undertake after we have provided the Services. This may include but is not limited to instructions and/or information about wound care, scar management, level of physical activity to be undertaken, cleansing of treatment site, use of topical creams or ointments, use of prescription and/or non-prescription medications. If you fail to follow such guidance and/or instructions this may result in an adverse result or outcome to the treatment which we will not be held responsible for.

5.1 If you wish to make a change to the date or time of the Initial Consultation or any subsequent appointment as part of the provision of the Services please contact us. We will let you know if the change is possible and accommodate you needs as far as possible but can give no guarantee in this respect.

5.2 We require cancellation and/or changes to appointments to be made with 48 hours notice. Where changes or cancellations are made with less than 48 hours notice, there may be a charge depending upon the terms and conditions of the individual consultant who is providing the Services. The individual consultant’s terms and conditions in respect of appointment cancellation should be provided to you prior to your Initial Consultation. It will be assumed that you agree to the individual consultant’s appointment cancellation policy on receipt of their terms and conditions in writing, whether this be by email or by post. Your agreement with the individual consultant will not restrict or limit your obligations under this Agreement in any way.

5.3 Our rights to suspend or make changes.

(a) We may have to suspend or change the Services in the following circumstances:

(i) due to circumstances beyond our control; and/or
(ii) to reflect changes in relevant laws and regulatory requirements; and/or
(iii) to implement minor technical adjustments and improvements.

We will make every attempt to contact you to inform you of any changes to the provision of the Services and to make an acceptable alternative arrangement. We do not offer compensation in these circumstances.

6.1 You have the right to end the Agreement before the Services have been supplied. If there is less than 48 hours’ notice before the provision of Services, including the Initial Consultation, a late cancellation fee may be payable to the individual consultant who was due to provide the Services as per 5.2 above.

6.2 If you are ending the contract for a relevant reason, set out at 6.2 (a) to (e), the Agreement 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:

(a) we have told you about an upcoming change to the Services or these Terms and Conditions which you do not agree to; or

(b) we have told you about an error in the price or description of the Services you have arranged and you no longer wish to proceed; or

(c) there is a risk the Services may be significantly delayed because of events outside our control; or

(d) we suspend the Services for technical reasons, or notify you that we are going to suspend them for technical reasons, in each case for a period of more than 14 days; or

(e) you have a legal right to end the contract because of something we have done wrong.

7.1 We may end the Agreement at any time if we deem you medically unfit to undergo the treatment requested.

7.2 We may end the Agreement if you breach these Terms and Conditions.

7.3 We may end the Agreement in writing, by email or by post, at any time if:

(a) you do not make any payment to us when it is due;

(b) you repeatedly miss appointments; or

(c) you do not, within a reasonable time of us asking for it, provide us with information under clause 4.2 which is necessary for us to provide the services.

8.1 If you have any questions or complaints about the Services, please contact us by telephone or in writing as per our contact details in clause 1.2 above.  We have a Complaints Policy which can be provided to you upon request.

8.2 Please see below for a summary of your key legal rights in relation to the Services. Nothing in these Terms and Conditions will affect your inalienable 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:

• If we have provided Services which have not been undertaken with reasonable care and skill, we should take all appropriate action to remedy this. If we are unable to remedy the issue we will refund, in part or in whole, the costs associated with the part of the Services which fell below this standard.
• If the fees have not been agreed prior to the Services being carried out, what you’re asked to pay for the Services must be reasonable.
• If you haven’t agreed a timescale for the Services, the Services must be carried out within a reasonable time.

9.1 The fee for our Services will be agreed prior to any part of the Services being carried out. This includes the fee for the Initial Consultation. Your booking of your Initial Consultation designates your understanding and acceptance of the fee for the Initial Consultation and your commitment to pay. The fee for any further part of your treatment as part of the Services may be agreed in person, verbally or in writing by email or post (together, the fees for the Services provided is “the Fee”).

9.2 The fees page on our website is provided as a guide only, it is not intended to be a definitive fee list for the treatments as this may vary depending on each case.

9.3 We take all reasonable care to ensure that we relay the correct fee associated with the Services we provide. However please see clause 9.5 for what happens if we discover an error has been made in the fee relayed to you.

9.4 We may not be able to provide information regarding the fees for the Services until we have seen you at the Initial Consultation and determined what further Services are required for your treatment. We will seek agreement for the fees for any further Services (either in person, by telephone or in writing by email or post), prior to carrying out the further Services.

9.5 It is possible that, despite our best efforts, the Fee for the Services may be incorrectly relayed to you. If this is the case, we will apologise for the error and ask you to pay the correct amount. If this happens before the Services have been carried out you have the right to terminate the Agreement as per clause 6.2 (b).

9.6 You must pay the Fee for the Services in full on the day that the Services are carried out. We accept payment with most major credit/debit cards and/or cash.

9.7 We may charge interest if you pay late. If you do not make any payment in accordance with clause 9.6 we reserve all our rights to take action against you, including the right to pass the matter to a debt collection agency, and we will charge interest to you on the overdue amount at the rate of 3% a year above the base lending rate of the 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.

9.8 If you are intending to use insurance cover for the Services; some private medical insurances will reimburse our consultation and treatment fees for medical problems when preauthorisation is obtained. Unfortunately, we cannot deal with your insurance directly, but we will assist you as far as we can regarding how to make a claim through your insurer. At the time of your service, if you / we believe you have valid insurance coverage, but later find out, for whatever reason, you were not covered, you herewith acknowledge and agree that you are responsible for the entire fee. To avoid any unexpected shortfalls, we advise patients to check with their insurance provider before incurring any costs.

10.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms and Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breaching this Agreement 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 Agreement was made, both we and you were clearly aware it might happen, for example, if you discussed the possibility of such loss or damage with us. For the avoidance of doubt, we are not liable for any economic loss or for any other special, indirect or consequential loss or damage arising out of, or in connection with, our provision of the Services to you including damage occurring as a result of your failure to provide us with any information required under clauses 4.1 and/or 4.2.

10.2 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, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Services including the right to receive services which are as described and supplied with reasonable skill and care.

10.3 We are not liable for business losses.  We will have no liability to you for any loss of business profit, loss of business, business interruption, or loss of business opportunity.

11.1 We will use the personal information you provide to us to:

(a) provide the services; and

(b) process your payment for such services

11.2 We will only give your personal information to third parties where the law either requires or allows us to do so.

12.1 Our premises, including our car park, are smoke-free zones compliance is required by all visitors.

12.2 All visitors to our clinic under the age of 16 must be accompanied by a responsible adult at all times. A person receiving treatment is not deemed responsible in respect of this clause.

12.3 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.

12.4 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.

12.5 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 or prevent us taking steps against you at a later date.

12.6 These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.

12.7 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. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. We can provide details on request.

12.8 Failure by you or by us to insist upon strict performance of any provision of this Agreement or the failure of either party to exercise any right or remedy to which it, he or they are entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this Agreement. No waiver of any of the provisions of this Agreement shall be effective unless it is expressly stated to be such and signed by both Parties.

The Day Clinic has a written Complaints Policy, including the stages of the process and the timescale we aim to achieve in dealing with any complaint.

A copy of our Complaints Policy is available from reception, and a summary is provided below:

• Complaints can normally be made up to 12 months from the event relating to the complaint. This time limit can be extended at the discretion of the Registered Manager.
• If you wish to lodge a complaint, this can be done in person, verbally, or in writing. The Registered Manager will be informed of your complaint and will deal with the matter as soon as practicable.
• Patient complaints will be acknowledged within 3 working days after the complaint has been received and an offer should be made about the handling of the complaint, timetables for responding and expected outcomes if unclear.
• The Day Clinic will always aim to resolve complaints to the patient’s satisfaction at the earliest opportunity. Where this is not possible, our comprehensive Complaints Policy sets out the steps that will be taken to attempt to resolve the matter and what happens in the unlikely event that the issue cannot be resolved between ourselves.
• If the complainant is not the patient, consent must be provided by the patient on whose behalf the complaint is being lodged.
• Complaints will be handled in strict confidence and will be kept separately from patients’ medical records.

Your comments and feedback are extremely important to us, please feel welcome to speak to a member of The Day Clinic team, or alternatively please write your comments on the client feedback forms located in the waiting room.

For further clarification of our Terms & Conditions, please contact Justine Salazar – Patient Co-ordinator. Call: 01223 661 940 or email: office@thedayclinic.co.uk.