Terms & conditions.

(1) Introduction

These terms of use govern the use of websites, online platforms and any social media accounts operated by Xen Health Clinics Limited (registered number 16379556) (“Xen Health Clinics”, “we”, “us” or “our”) under the domain name xenhealthclinics.co.uk and any other website which includes a link or reference to these terms of use (each an “Online Platform”).

By using an Online Platform you agree to be bound by these terms of use, so please read them carefully. Our terms of use may be updated from time to time so please always refer to our Online Platform for the most current published terms.

(2) Information disclaimer

The information on an Online Platform is provided to you for general guidance only and must not be relied upon by you or any other person as a substitute for appropriate professional advice tailored to your specific circumstances. Information and statements are not intended to diagnose, treat, cure, or prevent any medical condition and do not constitute medical advice.

No warranty is made that any information on, or linked to from, an Online Platform is complete and/or accurate. All information contained on an Online Platform, including information relating to medical and health conditions, products and treatments, is for general informational purposes only. You take full and total responsibility for what you do with this information, and any resulting outcomes from your actions.

Professional medical advice is required for medical conditions and for dosages of pharmaceutical products prescribed by your treating healthcare professional. The information on an Online Platform is not intended, nor is it implied, to be a substitute for professional medical advice or any information contained on or in any product packaging or labels. Always seek the advice of your pharmacist, treating healthcare professional, other medical practitioner or qualified healthcare provider when starting any new medical treatment, continuing with medical treatment, or with any questions you may have regarding your or any other party’s medical condition. Nothing contained in any Online Platform is intended to be or should be taken for medical diagnosis or treatment.

(3) Intellectual property rights

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means other than as expressly permitted by applicable laws or with our express permission.

“Xen Health Clinics” and all related names, logos, product and service names, designs and slogans are our intellectual property, whether subject to trade mark or not. You must not use such marks without our prior written permission. Other names, logos, product and service names, designs and slogans on an Online Platform are the trade marks of their respective owners and are used by us under licence.

(4) General disclaimer

You expressly agree that use of any Online Platform is at your sole risk. In no event do we, our directors, officers, employees and representatives warrant that an Online Platform will be uninterrupted or error-free. We do not make any warranty as to the results that may be obtained from the use of an Online Platform, or use of the information, content, service, or products provided through an Online Platform.

We explicitly disclaim any responsibility for the accuracy, content, availability, copyright compliance, legality, or decency of information found on third-party sites that link to or from an Online Platform.

Under no circumstances will we or any other party involved in creating, producing, or distributing an Online Platform be liable for any direct, indirect, incidental, special, or consequential damages for loss of profits, goodwill, use, data or other intangible losses (even if we have been advised of the possibility of such damages) that result from: (i) the use of or inability to use an Online Platform; (ii) the cost of procurement of substitute goods and services resulting from any data, information or services purchased or obtained or messages received or transactions entered into through or from an Online Platform; (iii) unauthorised access to or alteration of your registration information, transmissions or data; (iv) statements or conduct of any third-party on an Online Platform; (v) negligent or wilful acts of us, our directors, officers, employees and representatives; or (vi) any other matter relating to an Online Platform.

Our liability for a breach of a condition or warranty implied by law or otherwise, and which cannot be excluded, is limited to the extent possible, at our option, to: (i) the re-supply of the goods or services; (ii) the repair of the goods; or (iii) the payment of the cost of having the goods or services re-supplied or repaired. You agree to indemnify and hold us, and our directors, officers, employees and representatives harmless from any claim or demand, including reasonable legal fees, made by you or any third-party due to or arising out of the content you submit, post to or transmit through an Online Platform, your use of an Online Platform, your connection to an Online Platform, your violation of these terms of use, or your violation of any rights of a third party.

(5) Your data

You agree to provide true, accurate, current and complete information about yourself when submitting information on an Online Platform, and to maintain and promptly update such information to keep it true, accurate, current and complete.

If you provide any information that is untrue, inaccurate, not current or incomplete, or we have reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, we may refuse any and all current and future use of any Online Platform. You must not use an Online Platform for any conduct which is in violation of applicable law or harmful to our interests or the interests of any third party.

(6) Our expectations of you

You may only use an Online Platform for lawful purposes. You agree not to do any of the following:

• reproduce, duplicate, copy, sell, resell, or exploit for any commercial purposes, any portion of an Online Platform, use of an Online Platform, or access to an Online Platform;
• access an Online Platform by any means other than through the interface that is provided by us for use in accessing an Online Platform;
• transmit any content, or take any other actions with respect to your use of an Online Platform, that would constitute, or would otherwise encourage, criminal conduct or give rise to civil liability;
• transmit any content that contains software viruses, or any other computer code, files, or programs designed to interrupt, destroy, or limit the functionality of an Online Platform or any computer software or hardware or telecommunications equipment;
• use an Online Platform for commercial purposes, including, without limitation, submitting any material to solicit funds or to promote, advertise, or solicit the sale of any goods or services;
• access without authority, interfere with, damage, or disrupt any part of an Online Platform; any equipment or network on which an Online Platform is stored; any software used in the provision of an Online Platform; or any equipment or network or software owned or used by any third party.

You agree not to submit content that could reasonably be expected to: be obscene, offensive, indecent, libellous or defamatory or otherwise be illegal in nature; bully, insult, intimidate, harass, or humiliate; promote sexually explicit material or violence; include child sexual abuse material; be likely to harass, upset, embarrass, alarm, or annoy any other individual; promote discrimination for any reason, including but not limited to, based on race, sex, gender identity, intersex status, sexual orientation, marital or relationship status, religion, creed, nationality, disability, or age; infringe any copyright, database right, or trademark of any other person; breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence, or be in contempt of court; be threatening, abusive, invasive of another’s privacy; impersonate any person or misrepresent your identity or affiliation with any person; contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation, or instigation of acts of terrorism; or contain any advertising or promote any services or web links to other sites.

We reserve the right to remove any content which, in our opinion, is in violation of the above standards of behaviour.

(7) General

These terms of use will be governed by, and construed in accordance with, the laws applicable in England and Wales, and you agree to submit to the exclusive jurisdiction of the courts of England for any cause of action relating to or arising under these terms of use. All disputes related to card processing through an Online Platform are governed by, and will be dealt with in accordance with, the laws of England and Wales.

We may terminate your access, or suspend your access to all or part of an Online Platform, without notice, for any conduct that we, in our sole discretion, believe is in violation of any applicable law or is harmful to the interests of another user, a third-party provider, merchant, sponsor, licensor, service provider, or us.

We reserve the right to suspend or deny, in our sole discretion, your access to all or any portion of an Online Platform with or without notice. You agree that any termination of your access to an Online Platform may be effected without prior notice, and acknowledge and agree that we may immediately deactivate or delete your registration and all related information and files under your registration and bar any further access to such files or Online Platform. Further, you agree that we will not be liable to you or any third-party for any termination of your access to an Online Platform.

These terms of use constitute the entire agreement between you and us. You may also be subject to additional terms and conditions that may apply when you use affiliate services, third-party content or third party software.

Our failure to exercise or enforce any right or provision of these terms of use will not constitute a waiver of such right or provision. If any provision of these terms of use is found by a court of competent jurisdiction to be invalid or unenforceable for any reason, such invalidity or unenforceability will attach only to such provision and will not affect or render invalid or unenforceable any other provision of these terms of use.

We may assign, transfer, sub-contract or otherwise dispose of any or all of our rights or obligations under these terms of use.

Patient service terms

These terms may have changed since you last reviewed them. Please read these terms carefully before you use our services. These terms explain how we will provide services to you as a patient of our private medical clinic.

Where to find information about us

We are Xen Health Clinics UK Limited (“Xen Health Clinics”) trading as Xen Health Clinics. Our address is: Xen Health Clinics, 503 332, Ladbroke Grove, London, W10 5AD. You can contact us by telephone on 020 4610 0816 or email us at hello@xenhealthclinics.co.uk.

We operate in accordance with the governing laws of the United Kingdom. All our clinicians adhere to the mandates of their professional associations and the standards outlined by relevant healthcare regulatory bodies, including guidelines from the General Medical Council concerning remote prescribing.

“You / Your” refers to the patient. “We, us, our, the clinic, Xen Health Clinics” refers to Xen Health Clinics Limited.

Please note the following

After consulting with one of our clinicians, it is imperative that you seek further medical guidance from us or another healthcare professional if you have concerns regarding the information provided by Xen Health Clinics or if your condition changes.

In the event of adverse or unexpected reactions to any treatment, medication, or healthcare product recommended by our clinicians, it is essential to seek immediate medical attention. We advise retaining any patient information accompanying prescribed medicines from the clinic to aid other healthcare providers in case of urgent medical requirements. If you experience any adverse reactions outside of our opening hours (Monday to Friday, 9am to 5pm) please contact NHS 111 for support.

You acknowledge and agree that any information presented on our website or provided in patient materials, including medical advice, is for general informational purposes only and should not be construed as substitute advice from a doctor upon which you should rely.

Orders are only accepted once our clinicians approve the prescription

We provide consultations and medical solutions for patients with pre-existing conditions, where previously prescribed licensed medicines have been ineffective or have caused intolerable side effects. While treatment initiation occurs under the supervision of clinicians registered with the GMC’s specialist register, please note that Xen Health Clinics does not offer diagnosis services. Any prescriptions issued by Xen Health Clinics aim to support patients with diagnosed conditions from other services and should be used as directed.

Our team assesses whether medical treatment may alleviate your symptoms, considering your medical history, national guidelines, and individual needs. Please understand that prescription issuance is solely at the discretion of our clinicians, who may require additional information from your GP or specialist before finalising treatment decisions.

Appointments with Xen Health Clinics are subject to availability and are scheduled at our discretion. We do not guarantee the availability of specific clinicians at any given time.

Xen Health Clinics requires comprehensive and accurate information about your medical history. You agree to provide this information at least 3 working days before your initial assessment, including completing intake information through our patient portal and consenting to access your GP medical records. Additionally, after registration, you agree to inform Xen Health Clinics about any changes to your health or prescribed medications elsewhere.

As part of the assessment process, you agree to complete a further evaluation detailing your current symptoms and their impact on your daily life. These questionnaires will be periodically reassigned to you for completion during follow-up appointments, which are essential for continued prescribing based on your engagement with Xen Health Clinics.

Occasionally, we refrain from prescribing

Your continuous consent is required for us to contact your GP or healthcare provider to inform them of the consultation and any prescribed medication resulting from it. Without your consent for our clinicians to communicate with your GP, we cannot proceed with providing our services to you. You have the right to withdraw your consent at any time. If you choose to exercise this right, you must inform Xen Health Clinics in writing or through a telephone call. However, please note that failure to provide consent may impact our ability to provide you with our services. We cannot be held responsible for delays or incomplete services if information required for appointments is not provided or if the provided information does not accurately reflect your health status as conveyed by you.

Please understand that there is no guarantee that our clinicians will prescribe medical solutions, as prescription issuance is solely at their discretion.

How we charge for our services

The charges for consultations with our clinicians or any access schemes are as stated on our website/portal at the time of booking, unless an alternative price has been agreed upon in written form.

We will confirm the prices via email and full payment is required to finalise your appointment booking.

While appointments are generally exempt from VAT, if VAT applies to any of our services, our prices will include VAT at the applicable rate.

Prescriptions

If our clinician decides that a specific medical solution is right for you, then they will write a medical prescription for you.

Unless you object, a prescription will be sent to Blenheim Pharmacy to fulfil, who will then dispense and supply the medication to you.

Blenheim Pharmacy, a company connected to Xen Health Clinics, will be able to fulfil all private prescriptions subject to payment for the prescribed medicine having been made.

To view the order processing terms and conditions, please visit Blenheim Pharmacy’s page.

Timeframes from submission to delivery are 5 working days. Please allow up to 7 working days for consultant prescriptions.

You are free to use your own dispensing pharmacy, but we reserve the right to charge £10 for any prescriptions issued to pharmacies not within the Xen Health Clinics Group.

You should understand and accept that private prescriptions are fulfilled at a charge unique to the fulfilling pharmacy. This is beyond the control of Xen Health Clinics or the prescribing clinician’s control. It is your choice as to whether you have any prescriptions fulfilled and at what cost.

Late payments

In case we are unable to collect any outstanding payment from you, we apply interest on the overdue amount at a rate of 3% per annum above the Bank of England base rate at that time. This interest accumulates daily from the due date until the actual payment date of the overdue amount, irrespective of payment being made before or after any legal judgment. You are responsible for paying the interest along with the overdue amount.

Delays outside of our control

If the delivery of our services is hindered by circumstances beyond our control, we will promptly inform you and make efforts to minimise the delay. Providing we take these steps, we are not liable to compensate you for the delay. However, if the delay is expected to be significant, you have the option to terminate the contract and receive a refund for any prepaid services that you have not yet received.

Your entitlement to reconsider your decision

From the date you order a consultation with us or join any access scheme, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, provided that you notify us within 14 days. This is subject to some conditions, as set out below.

When you are unable to alter your decision

You can’t change your mind about an order for: services, once these have been completed; medicines — you cannot return medicines, including prescription medicines, or anything that has a hygiene seal that has been broken.

How to let us know

To indicate your change of decision, please reach out to our Patient Service Team using the contact information provided above or in your confirmation email.

Other cancellations

Scheduled appointments for consultations are non-refundable unless we are unable to provide our services due to eligibility. If you are eligible and choose not to proceed with your initial consultation, we reserve the right to retain the appointment fee to cover administrative costs.

You can reschedule your appointment with Xen Health Clinics before attending by notifying us in advance via email or telephone. There is no additional cost if the appointment is cancelled at least 48 hours prior to the scheduled date. We reserve the right to withhold the appointment fee or impose a £50 charge on patients enrolled in any access scheme to cover administrative costs if the cancellation happens with less than 48 hours’ notice or if you fail to attend your scheduled appointment.

We reserve the discretion to cancel your appointment without liability if:

• You fail to provide requested information within the specified time frame;
• Payment is not made as required;
• You significantly or repeatedly violate any of these terms;
• You violate Xen Health Clinics’ Zero Tolerance Policy.

You have the option to cancel your monthly repeat prescription request after it has been issued by informing us through email or telephone. A change of medication request will result in a £15 charge to cover administrative expenses.

Payment and charges

Payment is only accepted by debit or credit card. Receipts will be emailed after the payment is taken. In providing payment card details, you authorise Xen Health Clinics to take payment in full for the applicable consultation charges and any other charges that become due to us under these terms. Where you may be entitled to a refund, it will only be made using the payment gateway and/or card originally used for payment. All disputes related to payments will be handled under UK Law.

When and how we issue refunds

The refund process is initiated promptly and completed within 14 days of your notification of a change in your decision. Refunds are issued through the same payment method you used initially, and no fees are charged for the refund.

You have the option to terminate an ongoing contract

During the order process, we inform you about the procedure and conditions for terminating an ongoing contract with us, such as for regular services or goods subscriptions. After accepting your order, we provide written confirmation of this information. Should you have any inquiries, please don’t hesitate to reach out to our Customer Service Team.

You have rights if there is something wrong with our services

If you think there is something wrong with our services, you must contact our Patient Service Team.

You have rights if there is something wrong with the medical products

If you think there is something wrong with the medical products prescribed, you must contact our Patient Service Team and stop taking the medication as soon as possible.

Xen Health Clinics Limited does not supply medical products. Please refer to the terms and conditions of Blenheim Pharmacy for details pertaining to the supply and delivery of prescribed medication. External pharmacies may have additional terms which apply to the supply and delivery of products.

We can make changes to services and these terms

We reserve the right to modify our services without prior notice to you, to reflect: (a) changes in relevant laws and regulatory requirements; (b) business reasons; or (c) other clinical reasons.

We can suspend the supply of a product

We do this to: deal with technical problems or make minor technical changes; update the product to reflect changes in relevant laws and regulatory requirements; or make changes to the product.

We don’t compensate you for all losses caused by us or our services

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected — it was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control — we’re not responsible for delays outside our control.
• Avoidable — something you could have avoided by taking reasonable action.
• A business loss — it relates to your use of a product for the purposes of your trade, business, craft or profession.

Personal data

All personal information provided to Xen Health Clinics either by you or physicians or other healthcare providers is kept confidential and will only be used to provide you with pharmacy services or as otherwise agreed with you.

Xen Health Clinics holds all personal information in accordance with relevant data protection legislation. For more information about how your personal information will be used and how you can exercise your rights in relation to such information, please read our Privacy Policy.

Our complaints policy

All patients and customers of Xen Health Clinics are entitled to make an official complaint if they are not satisfied with the services they have received. We take all complaints we receive very seriously. All complaints will be investigated thoroughly, so we can improve the service provided.

We take any complaint we receive very seriously. Please feel free to direct your complaint via the contact details above or on our Complaints page.

Your complaint will be acknowledged within 3 working days with a copy of our complaints policy, information on how to escalate your complaint if you are unsatisfied, next steps in supporting you with your complaint, or reasons for any delay.

Other important terms apply to our contract

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

We retain the right to enforce this contract, even if there’s a delay in doing so. We may not promptly pursue you for non-compliance, such as non-payment or engaging in unauthorised actions. However, this doesn’t preclude us from taking action at a later time.