Clinic Terms of Service

This page (together with our Privacy Policy and Cookie Policy) tells you information about us and the legal terms and conditions (Terms) on which we supply any of our services (Services) listed on our website (Website) to you.

Our available Services include:

enabling the giving of a blood sample and the analysis of it (Tests),
the preparation of results reports relating to Tests (Results Reports),
the preparation of comments relating to Tests by Healthcare Practitioners within Results Reports or relating to Forth Clinic consultations (Healthcare Comments),
enabling online consultations with Healthcare Practitioners (Forth Clinic) including advice during consultations about certain conditions and treatments, and
in certain circumstances, prescriptions for and supplies of medicines recommended in connection with Forth Clinic consultations.

Availability is subject to eligibility criteria which can be found in the terms below (including clause 15).

References to “Healthcare Practitioners” means appropriately qualified doctors (Doctors) or appropriately qualified other healthcare practitioners (HCPs).

These Terms will apply to any contract between us for the supply of Forth Clinic Services to you (Contract). Please read these Terms carefully and make sure that you understand them before requesting Services from us.

To request Services, you must make a booking using our booking system that is accessible through the Website in accordance with the requirements set out in clause 16 (Making A Booking).

Please note that before making a Booking you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to order any Services from us.

These Terms, and any Contract between us, are only in the English language.

USE OF OUR WEBSITE AND ANY RESOURCES AND SERVICES ACCESSED THROUGH IT IS NOT FOR MEDICAL EMERGENCIES.

If you think you have a medical emergency you must discontinue use of our Website immediately for that purpose and dial 999. Make sure you also check NHS guidance on contacting them in an emergency. Our Website, resources and Services are not intended or appropriate for emergency care.

Do not use Forth Clinic if you think your health problem is urgent or an emergency or if you need a physical examination. Online consultations should, under no circumstance, be used if you are experiencing a medical emergency, including (but not limited to) chest pain, breathlessness, stroke, or severe abdominal pains. If you think there is any chance that you or the person you are making the appointment for has an urgent or emergency health need you should immediately seek alternative emergency medical services.

In some cases, we may refuse to accept a Booking or stop a consultation if we consider that you might need an “in person” consultation, a referral to other private or NHS services or emergency care.

1. Information about us

1.1 We are Humankind Ventures Limited trading as Forth (“Forth”, “we” or “us”) a company registered in England and Wales under company number 09082827 and with our registered office at Basepoint Business Centre, Beaufort Park, Chepstow. NP16 5UH. Our main trading address is Basepoint Business Centre, Beaufort Park, Chepstow.

1.2 We operate the Website www.forthwithlife.co.uk

1.3 We are regulated by the Health Inspectorate of Wales (HIW). HIW is the independent regulator of all health and social care in Wales. HIW monitors, inspects, regulates and reports on all GP practices and other health & social care services. In all cases, we can only provide Forth Clinic Services that are covered by our registration. Further details of our registration can be found on the Website and through HIW’s publicly accessible registry.

2. Contacting us for cancellation and other reasons

2.1 You can contact us by emailing [email protected].

2.2 If we have to Contact you, we will do so by telephone or by writing to you at the email address, SMS or postal address you provided to us. You should provide further contact details if you know they are out of date.

2.3 To cancel a Contract in accordance with your legal right to do so as set out in these Terms you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on our Website.

2.4 A link to the Website cancellation form will be included in our email confirmation of your purchase. If you use this method, we will email you to confirm we have received your cancellation.

2.5 You can also email us at [email protected] to cancel a Contract. If you are emailing us please include your name, and Booking reference number to help us to identify it. If you send us your cancellation notice by email then your cancellation is effective from the date you send us the email.

2.6 If you wish to contact us for any other reason, including because you have any complaints, you can contact us by emailing our customer service team at [email protected].

2.7 If we have to contact you to give you notice in writing, we will do so by email or by pre-paid post to the address you provide to us in your Booking.

3. Our right to make changes to our Services or suspend our Services

3.1 We may change our Services:

3.1.1 to reflect changes in relevant laws and regulatory requirements; or

3.12 to implement minor adjustments and improvements.

3.2 If we need to make significant changes we will notify you in writing and you may cancel your Booking if the Services you purchased have not yet taken place and receive a refund for the Services you have not received. Provided we have told you about the changes at least 72 hours before your Services are due to start, you must still give us at least 48 hours notice of cancellation, otherwise you will not receive a refund.

We may have to suspend any of our Services to:

3.2.1 deal with technical problems or make minor technical changes;

3.2.2 comply with relevant laws and regulatory requirements; or

3.2.3 if we do not have suitable Healthcare Practitioners available to perform or supervise the Services.

3.3 We will contact you in advance to tell you we are suspending our Services unless the problem is urgent or an emergency. If we have to suspend the relevant Services, we will contact you. You will be given the opportunity to cancel your Booking. If you cancel your Booking you will be entitled to a refund of the fee paid for Services which have not been provided to you. If you do not tell us your choice promptly, we may assume you wish to re-book it and confirm the new date and time.

4. Your right to end the Contract

4.1 Your right to end the Contract will depend on how we are performing and when you decide to end the Contract.

4.1.1 If you change your mind, you have the right to cancel your Booking for Services in accordance with clause 21; or

4.1.2 if you want to end the Contract because of something we have done or told you we are going to do, see clause 4.2;

4.2 If you are ending the Contract for the following reasons you must notify us in writing and the Contract will end immediately and you will receive a full refund for any Services which have not been provided to you:

4.2.1 you have been told of an upcoming significant change to the Services which you do not agree to;

4.2.2 there is a risk the Services may be significantly delayed because of events outside our control and you are not willing to accept the Services at a later date;

4.2.3 we have suspended the Services for technical or legal or regulatory reasons or we notify you that we intend to suspend the Services for these reasons in each case for a period of more than 3 months and you are not willing to accept the Services at a later date; or

4.2.4 you have a legal right to end the Contract because of something we have done.

4.3 To end the Contract with us please let us know in accordance with clause 2 by doing one of the following:

4.3.1 Email: [email protected]. Please provide your name, home address, date and time of consultation, your phone number and email address.

4.3.2 Online. Follow the cancellation link provided to you in the email sent after completing your Booking.

5. Our right to end the Contract

5.1 We may end the Contract at any time if:

5.1.1 you do not make payment to us when due;

5.1.2 you do not provide us with the information or any consent we require to provide our Services; or

5.1.3 you do not comply with these Terms in any material respect and you fail to remedy any defect within the time period we specify when notifying you of your breach (except in certain serious circumstances in which a remedy period is not appropriate). We will usually allow at least 10 days for you to remedy where possible.

5.2 If we end the Contract under clause 5.1 we will refund you any fee paid for a Service you have not received but we may deduct or charge you reasonable compensation for the costs we incur as a consequence of you breaching the Terms. You will not receive a refund for Services that are due to be performed within 48 hours of us ending the Contract.

5.3 We may write to you to let you know we are ceasing the provision of the Services. We will let you know in advance we will be stopping the supply of the Services and will refund you any fee paid in advance for Services which will not be provided.

6. If there is a problem with our Services

6.1. If you have any questions or complaints about our Services, please contact us. You can write to us at [email protected]. We will ensure that any complaint is handled in an appropriate way. A copy of our complaint’s procedure is available on request.

6.2 Nothing in our complaint’s procedure will affect your legal rights.

7. Information about our Healthcare Practitioners

7.1 We use Healthcare Practitioners to provide the Services that require their experience and qualifications. All Healthcare Practitioners who provide online consultations in the Forth Clinic or Healthcare Comments are registered with the General Medical Council (GMC), Health and Care Professions Council (HCPC) or Nursing and Midwifery Council (NMC), as appropriate for the Services, hold a licence to practise and are required to operate within their area of expertise for your safety. All our Doctors are experienced general practitioners registered with the UK GMC. All our HCPs are registered with the HCPC or NMC.

7.2 We use vetting procedures to check our Healthcare Practitioners. The Healthcare Practitioners provide relevant information about their education, training, experience and specialisation to us. We disclaim (to the extent permitted by law) any and all liability for the accuracy or reliability of any information provided by the Healthcare Practitioners unless problems should have been identified by our vetting procedures. However, if it comes to our attention that any Healthcare Practitioner’s information is inaccurate or unreliable, we will take appropriate steps to update their information or (where necessary) to disengage with that Healthcare Practitioner. We ask that you tell us if you have any concerns about individual Healthcare Practitioners.

7.3 Whilst our Services include helping you to obtain consultations from Healthcare Practitioners, we are not responsible to you for what Healthcare Practitioners say, do or provide during or in connection with any consultation. We do not supervise (and are not qualified to supervise) the Healthcare Practitioners, and, to the extent permitted by law, we do not accept any liability for their actions or omissions.

8. Our liability

8.1 We only supply our Services for healthcare use that is personal, domestic and private. No commercial or business use is permitted. We have no liability to you or the person to which the Services relate for any loss of profit, loss of business, business interruption, or loss of business opportunity.

8.2 We do not in any way exclude or limit our liability for:

8.2.1 death or personal injury caused by negligence;

8.2.2 fraud or fraudulent misrepresentation; or

8.2.3 defective products under the Consumer Protection Act 1987.

8.3 Subject to clause 8.2, our total liability to you arising in connection with a Contract will be limited to the price you have paid us, so that in a worst-case scenario you are entitled to your money back, but no more.

8.4 Subject to clause 8.2, we are not liable for any loss, delay, inconvenience or damage you suffer as a result of:

8.4.1 damage to the blood sample in transit from you to us, or your sample being untestable for some other reason, and needing to take any other samples as a result;

8.4.2 any ill-effects you may suffer from a finger prick or venous tester kit or attempting to use a tester kit that requires a sample to be collected by a qualified phlebotomist (PLEASE DO NOT ATTEMPT TO COLLECT A SAMPLE YOURSELF WHERE THE TESTER KIT STATES THAT THE SAMPLE MUST BE COLLECTED BY A QUALIFIED PHLEBOTOMIST. SEE THE ADDITIONAL GUIDANCE PUBLISHED ON OUR WEBSITE BEFORE YOU PROCEED.);

8.4.3 or any failure of the prick made by the tester kit to heal properly (Please do not use the tester kits if you have any reason to believe you may be susceptible to such problems, SUCH AS SITUATIONS WHERE YOU HAVE AN INFECTION OR A BLEEDING CONDITION, OR TAKE ANTI-COAGULATION MEDICINE. SEE THE ADDITIONAL GUIDANCE PUBLISHED ON OUR WEBSITE BEFORE YOU PROCEED.); or

8.4.4 any use you choose to make of the findings of the Results Report;

8.4.5 any failure to comply with the estimated “turnaround time” displayed on the Website, although we will provide the Services within a reasonable period (turnaround times are estimates only and you should not rely on them); or

8.4.6 any scheduled appointment made with a Healthcare Practitioner not happening at the scheduled time, although we will try (or ask the Healthcare Practitioner to try) to give you notice of any required rescheduling (sometimes that may mean last-minute rescheduling or cancellations).

8.5 Subject to clause 8.2, we will use reasonable care and skill to provide the Services but you accept that they are advisory only and we do not promise or guarantee that our Services will cause you to achieve any particular health goal or receive any desired diagnosis, recommendation or referral.

9. Our responsibility for loss or damage suffered by you

9.1 If we fail to comply with these Terms, we are responsible (subject to clause 8 and 9.2) 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. Even then, we ask that you take reasonable steps to avoid losses (such as following our reasonable instructions if a problem arises) and we will not be liable if you don’t take those steps.

9.2 If you suffer a loss or damage as a result of the acts or omissions of a Healthcare Practitioner in connection with a consultation, you may have rights against the Healthcare Practitioner. We take responsibility for the activities that are within the scope of the Services. The medical advice of Healthcare Practitioners is not within the scope of the Services; we enable the provision of the advice, but you have a direct relationship with the Health Practitioner for that purpose.

9.3 We do not exclude or limit 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 that of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation or any breach of your legal rights.

10. Events outside our control

10.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 10.2.

10.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

10.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:

10.3.1 we will contact you as soon as reasonably possible to notify you; and

10.3.2 our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of tester kits to you, the arrangement of a phlebotomist appointment or the attendance of a Healthcare Practitioner at an online consultation, we will arrange a new delivery date or appointment with you after the Event Outside Our Control is over.

10.4 You may cancel a Contract affected by an Event Outside Our Control which has continued for more than 30 days. To cancel please contact us. If you opt to cancel, you will have to return (at our cost and at our request) any testing equipment you have already received and we will refund the price you have paid, including any delivery charges. Alternatively, we may ask you to dispose of the equipment without any cost to you and you will follow our instructions. In both cases, we may deduct from any refund or charge you for the cost of any testing equipment provided to you (the cost is specified on the Website).

11. Your data and rights

11.1 We only use your personal data in accordance with our Privacy Policy. Please take the time to read our Privacy Policy, as it includes important information about how we use your personal data.

We ask you to give us your personal data through the Website, for the purposes of enabling us to:

11.1.1 arrange and provide online consultations and make referrals;

11.1.2 where required, provide you with a Healthcare Comment prepared by a Healthcare Practitioner engaged by us or permit a Healthcare Practitioner to contact you, your GP or other healthcare services;

11.1.3 if applicable, issue prescriptions and supply medicines covered by those prescriptions;

11.1.4 where required deliver tester kits to you;

11.1.5 where required arrange appointments with a phlebotomist;

11.1.6 where required arrange and carry out Test;

11.1.7 where required process the results of your Test;

11.2 We subcontract the analysis of your samples to third party laboratories. We will share your personal data, including your name and your contact details with third party laboratories.

11.3 We subcontract the despatch of tester kits and phlebotomy appointments to third party companies. We will share your personal data, including your name and your contact details with these third party companies in order to fulfil the Service.

11.4 If a Healthcare Professional identifies a significant medical concern during or in connection with a consultation, we may share your personal data, including your name and contact details with GPs or other suitably qualified healthcare professionals engaged by us.

11.5 Unless the Healthcare Pratitioner considers that they made appropriate comments and recommendations during the consultation, they will:

11.5.1 provide a basic Healthcare Comment to us about your consultation which we will then provide to you through your portal on the Website; or

11.5.2 contact you directly, either by email or telephone, to recommend that you seek immediate medical attention, where they consider that your consultation suggests a medical emergency.

11.6 We do not guarantee that the Healthcare Practitioner who provides a consultation will be the same as the Healthcare Practitioner who provides any subsequent consultation. Unless you tell us not to, we may share between us and any relevant Healthcare Practitioners your personal data relating to previous consultations to help inform any subsequent consultations.

12. Social media etiquette guidelines

12.1 The social media etiquette guidelines are put in place to ensure our staff are treated with respect and that a solid process can be followed if we need to block someone from our social channels.

12.2 We want our social media channels to be a place where you can learn about proactively managing your health and for it to be a safe place for you to interact with us and others following our channels. We welcome your feedback, both positive and negative so we know what we are doing right and can continue to improve our Service. To this end, we have created a set of guidelines that aim to ensure everyone who follows us on social media has a positive experience:

12.2.1 Please ensure you comply with the social media platform’s Terms Of Use, as well as these guidelines.

12.2.2 Be considerate, respectful and polite to other users of our social media channels and to our social media team.

12.2.3 Please ensure your contributions are civil, polite, tasteful and suitable for all ages.

12.2.4 We will remove users who are repeatedly disruptive, rude, offensive or abusive, threatening, bullying towards others or our social media team.

12.2.5 We will remove content that is graphic, sensitive, offensive, endorses illegal activity or misleading.

12.2.6 We will not tolerate racist, misogynistic, blasphemous or homophobic or otherwise unlawful behaviour or content that is defamatory, offensive, pornographic, violent, abusive, insulting, threatening, harassing, discriminatory, indecent, misleading information, or otherwise unlawful.

12.2.7 We will remove any content that is deemed as spam or repetition (persistent negative and/or abusive content in which the aim is to provoke a response).

12.2.8 Any Forth posts that are shared must credit Forth with its relative social media handle clearly displayed.

12.2.9 You will not publish, broadcast, stream or display any of the documents you receive from our Services or any images or recordings of the Services on any social media platform or other public forum without our consent (if we say on our Website that you can do something, that counts as our limited consent for the specified activity).

12.3 Generally, we have a two strike rule for breaches of these above guidelines. Anyone who has received two warnings on breaking these guidelines will be blocked from our social media channel and reported to the associated social media platform. In addition, we may immediately remove contributed content of, report to the social media platform and remove from the Services, any person who breaches clause 12.2.9.

13. Buy now pay later

13.1 Through a link that will appear on our Website as you come to pay for our Services, you may have the option of using a buy now pay later service provided by a third party business. We accept payment from you in this way. Using the third party business is entirely your choice. The third party will provide credit to you on their own terms and you will need to read those terms carefully and ensure you can meet them. Buying in this way may not be your best option and we ask you to act responsibly. Remember that you may need to pay interest and other fees, your credit score may be affected and they may take action against you to recover debts you owe.

13.2 You will need to sign up to the service directly with the third party. We have no direct relationship with them with respect to your individual purchase of our Services, so you will need to contact them if you experience any problems. They will contact you directly about your relationship with them. If you choose to use them, they will collect your payment details. In that case, we don’t need your payment details and we won’t transfer payment details that we have collected previously. We do not provide any guarantee that you are eligible and we have no influence over whether they accept you or not.

13.3 The links we provide are for your convenience to give you payment options you may wish to use. Our choice to include a link is not a recommendation about the third party provider. We are not responsible for the content you access or any agreement you enter into by following the link.

14. Choice of Healthcare Practitioners

14.1 By purchasing Forth Clinic Services, eligible individuals resident in the United Kingdom are able to connect via streaming video to our Healthcare Practitioners for a medical consultation and to obtain relevant administrative and testing services where medically appropriate.

14.2 Our Service does not enable you to choose your Doctor or HCP and we do not promise that you will be seen by a particular person. We will allocate one to your consultation based on appropriate qualifications, experience and availability. You may be allocated different Doctors or HCPs for repeat purchases. We will however consider specific requests and individual circumstances and accommodate reasonable preferences.

15. Access and eligibility

15.1 The Forth Clinic Service comprises a virtual consultation with a Healthcare Practitioner via a secure online platform. In some circumstances the service may also include a Test and Test Report. Our Services are described in more detail on the Website.

15.2 Our Service is only available on selected weekdays between 8am and 6pm, subject to availability. The Company has the right to offer additional appointments outside of these hours.

15.3 To access our Services you must register and create an account with us on our Website.

15.4 To register for and use our Service, you must be at least eighteen (18) years of age, resident in the United Kingdom and possess the legal right, capacity and ability, on your own behalf to accept and agree to these Terms. The Services are intended for the individual who has registered. They are not intended for any person (including children and those without capacity) that the registered individual represents.

15.5 You may already have an account by using this or another Forth Service in the past. Your account is for your sole use and you must not permit any other person to use your account. You are required to create a password to access your account and are responsible for keeping this information confidential and secure. If you think a third party has accessed your account without your authority you should contact us immediately.

15.5 To allow us to provide the Services to you in a way that protects the interests and safety of all our patients, we may need to carry out checks to verify the identity of any person wishing to use the Services.

15.6 We may ask you to show a photo ID at or before the consultation to verify your identity. That ID must be a valid form photo ID (a passport or driving licence unless we agree otherwise) and it must show a true likeness of you.

15.7 We reserve the right to refuse access to the Forth Clinic Services, at our sole discretion at any time, even if a user has previously successfully registered, visited or used any Services.

15.8 Our Service is provided in accordance with medical practices and standards that are applicable in the United Kingdom. You must not access our Service if medical practices and standards applicable in the United Kingdom are not accepted or are illegal in your particular circumstances.

16. Making a Booking

16.1 To access Forth Clinic Services you must first place an order through our booking system (Booking), which will be available through our Website, our app or by contacting us. Our booking system will guide you through the steps you need to take to make a Booking. The process allows you to check and amend any errors before confirming your request. Please take the time to read and check your request

Customers may access Forth Clinic Services in one of two ways. Some customers may first use our Test services and choose to book and pay for a consultation with a Healthcare Practitioner after receiving their test results. Other customers may access the service through Forth Clinic and purchase a test and consultation together as part of a single Booking.

Please note that if the service you have selected includes a Test, your medical consultation cannot be scheduled until your test results have been processed by the laboratory and received by us. An email will be sent to you once your results have been received with information on how to book your appointment.

16.2 After you request your Booking, you will receive an email from us that confirms your Booking has been accepted (Booking Confirmation). The Contract between us will only be formed when we send you the Booking Confirmation.

16.3 If we are unable to accept your Booking, we will inform you of this by email and you will not be charged for your Booking. You will not get a Booking Confirmation. This may be because we are unable to verify your identity and/or age or because we are unable to provide our Services to you on legal, regulatory or ethical grounds or due to any technical difficulties. If you have already paid, we will refund you the full amount charged as soon as possible.

16.4 You may only enter into a Contract with us if you are at least 18 years old.

16.5 At the time of making your Booking and during your consultation (if we request it) you will be required to provide certain personal information and to complete a Pre-Medical Questionnaire. You must ensure that all information you provide to us is complete and accurate. This information will be used by us and our Healthcare Practitioners in the performance of our Services. If you fail to give us or our Healthcare Practitioners complete or correct information this may affect the advice provided to you during your consultation. You cannot hold us responsible for problems with the Services that were caused by the information you gave to us. If you fail to provide us with information that we need for the Services, we may be unable to provide them to you and we may cancel any consultation that you may have booked by that point in time.

16.6 You must ensure that on the date of your consultation you are able to access our online platform. It is your responsibility to ensure your audio-visual, computer and network equipment have sufficient capability to enable you to access your consultation (including internet access and video and audio capabilities). Further technical requirements may be set out on the Website. Make sure that you meet all applicable equipment requirements before you attempt to join your consultation. We will not be responsible for any failure on your part to attend your consultation if it is due to any technical failure of your equipment or network. You will not be entitled to a refund.

16.7 You must attend your consultation at the designated time. If you are late for your consultation, your consultation will not be extended beyond the designated appointment slot and you will not be entitled to any refund. If you do not attend your appointment at the designated time, you will not be entitled to any refund.

16.8 The information and advice provided by our Healthcare Practitioners during your consultation will be based upon the information you supply, which may include Results Reports or other results that we agree at your request to take into account. The advice provided will be based on United Kingdom medical and ethical guidelines. We have no obligation to take other guidelines into account. If you do not understand any advice or information supplied during your consultation, we encourage you to ask our Healthcare Practitioner during the consultation to clarify matters for you.

16.9 It is for you to decide, exercising independent judgement, whether you wish to follow the advice or recommendations made by our Healthcare Practitioner during your consultation. The information and advice offered by our Healthcare Practitioner is intended to increase your awareness of the options available to you. We strongly recommend that you share and discuss the information and advice provided during your consultation with your general practitioner at the surgery with which you are registered. With your consent, we may share with your general practitioner the medical records our Healthcare Practitioner records during and after your consultation.

16.10 If you request a referral to a specialist (for example, a neurology consultant), and our Healthcare Practitioner determines that a referral is indicated, then they may offer you an appropriate referral. Referrals will be provided to you in writing (normally by email or through your online portal on the Website) following the consultation. At your request, we can send the referral to your GP. We will charge you an additional fee for referrals as specified on the Website or agreed with you.

16.11 If you request a prescription, and our Healthcare Practitioner determines that they are entitled to provide you with a prescription, then they may offer you an appropriate prescription. Prescriptions will be provided to you in writing (normally by email or through your online portal on the Website) following the consultation.

16.12 The Healthcare Practitioner will decide at their discretion whether to offer you a prescription. The prescription may be subject to further limitations described on the Website. For example, there are certain medicines that we do not ever offer prescriptions for. If you will be offered a prescription, you will receive a further request for payment for the electronic prescription fee. You will need to pay this fee and we will send you the prescription once we receive confirmation of payment. You may not change the content of your prescription in any way.

16.13 We do not dispense or deliver prescribed medicines under a Contract for Forth Clinic Services. You will need to take the prescription (which is a private prescription) to a pharmacy, at which point you will be charged by the pharmacy. This is entirely your choice and responsibility, and you should take care to choose a lawful and reputable UK pharmacy. The prescription is for you only and you should follow all instructions provided by our Healthcare Practitioner, the medicine’s packaging and the pharmacy. We encourage you to contact us if you are unsure about the prescription.

16.14 At your request, if medicines that we have prescribed are available for supply to you and we are entitled to supply them, we may fulfil the prescription by dispensing and delivering the prescribed medicines. This requires further agreement and is a separate Service that is subject to additional terms, including additional fees. Those terms and fees are available on request if we agree to provide the Service.

16.15 We do not offer any health/medical insurance products.

17. Further Investigations and GP Communication

17.1 If the Healthcare Practitioner recommends further investigations during your consultation (such as X-rays, ultrasound scans, MRI or CT scans), we can, at your request, write to your registered GP to inform them of the recommendations made during the consultation. A fee of £25 per letter applies for this service.

17.2 We do not arrange or provide direct referrals for further investigations. If you wish to proceed with any recommended tests, it is your responsibility to obtain the appropriate referral and make arrangements with a suitable provider of your choosing. You may wish to discuss these recommendations with your GP, who may be able to facilitate access through the NHS where appropriate.

17.3 We have no relationship with any provider for the purpose of your individual investigation, and we make no promise about the price, availability and quality of the diagnostic. You will be entirely responsible for any payments required by the provider. These costs will not be covered by the fee you paid for the Forth Clinic Services.

17.4 We do not guarantee that your GP or any provider will accept or act on our recommendation.

17.5 If you have received the results of any diagnostic tests, you may wish to book another consultation and request that we take the results into account at that consultation. Our Healthcare Practitioners will be entirely reliant on the diagnostics provider you choose and cannot accept any responsibility for the accuracy of the results nor the experience of obtaining them. We have no control over the investigations or the way they are carried out, or the way the diagnostic provider treats and communicates with you.

18. Doctors you may know

18.1 We will ask you to confirm who your regular NHS doctor is, your postcode (at your UK residential address), and the GP practice you are registered with. We seek to avoid connecting patients with doctors who work at their NHS GP practice. This is to avoid any conflict with your NHS GP’s contract which states that no NHS doctor should be charging you for services that you can reasonably expect to receive for free as a registered patient from your NHS practice. In other words, an NHS doctor is not able to charge you for services that are available for free from the NHS practice you are registered with. If you are connected with a Doctor you know works at your NHS GP practice, you accept and agree to inform the Doctor of this and to ask them to arrange for a refund to be given so you can make a booking with another Doctor as soon as possible.

19. Fees and payment for the Forth Clinic

19.1 Our fee for providing our Forth Clinic Services will be the fee indicated on the booking system page when you place your Booking. Additional fees may apply depending on further actions that you decide to take during or following the consultation. The additional fees are described on our Website or in any email communication.

19.2 Payment must be made at the time you make your Booking using a debit card or credit card via Stripe.. We accept the following cards: Visa / Delta / Electron, MasterCard / Eurocard, Maestro, American Express. Debit cards (also known as bank cards) are accepted if they have a Visa or MasterCard logo. Other forms of direct payment are not accepted unless we agree a specific payment method with you. We also accept payment via buy now pay later services (see clause 13).

19.3 You should be aware that online payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declines to authorise payment for any reason.

19.4 Your booking will not be confirmed if we have not received payment in full before your consultation. Successful payment, and the amount of the paid fee, will be confirmed in your Booking Confirmation.

19.5 The prices of our services will be as quoted on our Website at the time you submit your order. We take all reasonable care to ensure that the prices are correct at the time when the relevant information was entered onto the system. However, please see clause 19.8 for what happens if we discover an error in the price of Services you ordered.

19.6 If Tests form part of your Booking, the price of a Test excludes phlebotomy fees (if any). More details of what is and is not included can be found on our Website.

19.7 If VAT becomes applicable between the date of your order and the date of delivery we will adjust the price you pay to include VAT, unless you have already paid for the Booking in full before the changes in VAT takes effect.

19.8 We offer a number of services. It is always possible that, despite our efforts, some of the Forth Clinic Services on our Website may be incorrectly priced. If the correct price is higher than the price stated on our Website, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Services at the correct price or cancelling your order. We will not process your Booking until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

20. Arranging a sample (if applicable)

20.1 We will send you the tester kit for the Test you have ordered as part of your Booking as soon as possible after the Order Confirmation is sent. It will be clear from the Website whether the Test you have ordered can be carried out yourself, or whether the sample must be taken by a qualified phlebotomist in person. This will be confirmed in your Order Confirmation.

20.2 If the sample must be taken by a qualified phlebotomist in person, we or third parties that we engage to provide phlebotomy services, will contact you to enable you to arrange an appointment, either at your home or at a clinic. You will ensure that any person you invite into your home is treated with respect, identifies themselves appropriately, and is made aware of any dangers that you know about. You accept that any person attending your home may decide not to enter or to leave at their discretion if they have concerns. If you prefer, you may arrange an appointment with a phlebotomist of your choice. We have no control over phlebotomists that you find, contact and appoint directly, and you do so entirely at your own risk and cost.

20.3 You must not attempt to collect your own sample if the Website, Order Confirmation or the tester kit specifies that a qualified phlebotomist is required to carry out that particular Test. If your sample needs to be taken by a phlebotomist you must keep your appointment. If the phlebotomist is unable to attend the appointment or take your sample due to your absence or unwillingness to proceed, or if you cancel the appointment with less than 48 hours notice, you will not receive a refund.

20.4 Any tester kits or other equipment delivered to you are provided to you only for the purpose of enabling you to deliver us a sample. You must not use it for any other purpose and you must dispose of it in accordance with our instructions. Even if you do not use the equipment, we cannot accept returns of any equipment (please do not try to send them) and you will need to pay for the cost of the equipment. We will charge you £10 for the cost of the equipment and deduct the cost of the equipment from any refund you may be due.

20.5 When you receive a tester kit you must follow the instructions to provide your blood sample and then send it back to us the same day the blood sample has been taken. Any delay in returning the sample to us will increase the risk of Test failure. The validity of the tester kit will expire after 60 days of delivery, so you are required to collect and post your sample to the laboratory in the envelope provided within that time period.

20.5 If you do not collect and post your sample to the laboratory before the tester kit expires (60 days from delivery), and you still require a Test, there will be an additional charge of £10 for a replacement tester kit.

20.6 If your sample fails analysis due to collection protocols not being followed we may at our discretion send you one complimentary tester kit and ask you to repeat the process, without further charge. We may also offer you the option of having your blood sample taken in person by a phlebotomist, in which case there will be an extra fee to pay. We will notify you of this fee at the time. We will not provide further Services until you notify us of your decision and, if relevant, make further payment. Our Website sets out an estimated “Turnaround Time” for the Tests to be done. We will aim to meet these timescales. However, this is an indication only and is not binding nor is it “of the essence of the contract” (meaning you cannot cancel after the event or claim a refund if we are late). If we have not made the Results Report available to you within 30 days of us receiving a testable sample, and unless we agree alternative arrangements with you, you will receive a full refund and the Contract will be cancelled.

21. Your right to cancel a Contract

21.1 You have a legal right to cancel a Contract until 14 days after the day you receive our Order Confirmation. This means that during the relevant period if you change your mind, you can notify us of your decision to cancel the Contract and, if none of the service has been performed, receive a full refund.

21.2 By placing a Booking you request us to start performing our Services immediately (following our Order Confirmation) and you acknowledge that you will lose your right of withdrawal from the Contract once the Services are performed. This means that any refund may be partial only, as described in clause 21.4.

21.3 If the cooling off period has expired, and we have not performed any of the service, you are permitted to cancel your Contract up to 48 hours before the date of your consultation. If you cancel your Contract within this timescale, you will be entitled to a refund. If you cancel your Contract with less than 48 hours’ notice of your consultation, you will not be entitled to a refund.

21.4 If you wish to cancel your Contract, please contact us as soon as possible and we will confirm whether you can do so and what refund will apply. The below assumes that you notify us of your intention to cancel within 14 days of the Order Confirmation.

21.4.1 If we have not yet sent you a tester kit (if relevant), a request for an appointment with a phlebotomist has not been made(if relevant) and the online consultation has not been conducted and is not scheduled within the next 48 hours, there will be no fee to pay and a full refund will be due to you.

21.4.2 If we have already sent you a tester kit (if relevant), we will deduct £10 from the refund due to you, to cover the cost of the kit as it cannot be re-used.

21.4.3 If your Booking requires a phlebotomist appointment and if that appointment has been requested, a further £35 will be deducted from the refund.

21.4.4 If your test sample has already been either analysed or taken by a phlebotomist, no refund will be due to you.

21.4.5 If your appointment with a phlebotomist has been scheduled and you cancel the appointment less than 48 hours before the scheduled time, no refund for the phlebotomy appointment will be due to you.

21.4.6 If a phlebotomist cancels your appointment and a replacement appointment cannot be agreed you will be entitled to a full refund of the phlebotomy appointment..

21.4.7 Where you cancel an order because of our failure to comply with these Terms (except where we have been affected by an Event Outside Our Control – see clause 10), you do not have to make any payment to us and we will refund any payments you have made to us in respect of this Contract.

21.4.8 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Test we may refund you in vouchers. If you used a buy now pay later service (see clause 13), any refund will be paid to the relevant provider.

22. Other important terms

22.1 When we refer, in these Terms, to “in writing”, this will include email and may also include sms.

22.2 We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.

22.3 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

22.4 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 or unenforceable, the remaining paragraphs will remain in full force and effect.

22.5 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

22.6 If one or more of the provisions contained in these Terms is, for any reason, held to be invalid, illegal or unenforceable in any respect, such invalidity, illegality or unenforceability shall not affect any other provision of these Terms, but the Contract shall be construed as if such invalid, illegal or unenforceable provision or provisions had never been contained herein.

22.7 These Terms are governed by English law. This means a Contract for Services and any dispute or claim arising out of or in connection with it will be governed by English law.

22.8 You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.