Welcome to our terms and conditions. You should understand that when you are requesting any services we offer, you agree to be bound by these terms and conditions.

You can find everything you need to know about us, Geno Health Limited, and our services and prices on our website or from our staff before you book with us.

Our registered address is 3rd Floor 150 Fleet Street, London, England, EC4A 2DQ and our company number is 14393097.

If you need to contact our Customer Services Team for any reason, the contact details are as follows:

Postal address: Geno Health Ltd.  3/F 150 Fleet Street, London EC4A 2DQ

Email address: [email protected]

Phone number: 020 7583 6651

When you book an appointment with us, you confirm that you are legally capable of entering into binding contracts and you are at least 16 years old. If you are under 16, you confirm you have the consent of a parent or guardian.

Please only book appointments on behalf of yourself, unless you have permission from the person you are booking for (and they agree to be bound by these terms and conditions) or you are booking on behalf of your child or a child you have legal guardianship over.

1. We charge you when you book an appointment.
2. The cost of any tests, prescribed products, and medications are not included in the charges payable to us in respect of our services.
3. We are not responsible for delays outside our control.
4. We are not responsible for your medical insurance.
5. You are responsible for making sure the details you provide us with are accurate.
6. We may charge you if you don’t give us the information we need (e.g. the information required on the registration form) or do preparatory work, as agreed with us.
7. We may not be able to provide you with some or all of our services if you do not sign the consent form we provide regarding your medical records.
8. We may charge you if you miss or cancel your appointment within 24 hours.
9. In rare circumstances, we may need to change or cancel your appointment.
10. You have rights if you are dissatisfied with the service we provide.
11. We can change services and these terms.
12. We can withdraw services.
13. We can end our contract with you.
14. We don’t compensate you for all losses caused by us or our services.
15. We use your personal data as set out in our Privacy Notice.
16. Other important terms apply to our contract.

A. We charge you when you book an appointment – We will charge you when you book an appointment through our booking system, Semble. You will be required to pay for the appointment in full before you attend. Semble’s terms and conditions are linked here.

B. The cost of any tests, prescribed products, and medications are not included in the charges payable to us in respect of our services. – If you need any tests, prescribed products and medications, you will need to pay for these in addition to the charges for the consultation with our medical staff. We will let you know the cost of any test, prescribed products and medications upfront.

C. We are not responsible for delays outside our control – If your appointment is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial, we will contact you to rebook the appointment free of charge.

D. We are not responsible for your medical insurance – It is your responsibility to ensure you have any medical insurance in place that you require. We will not be responsible if you cannot obtain medical insurance.

E. You are responsible for making sure the details you provide us with are accurate – Please consider the information you provide us with carefully, for example the information you provide when you complete the registration form through Semble.

F. We may charge you if you don’t give us the information we need (e.g. the information required on the registration form) or do preparatory work, as agreed with us

We may charge you additional sums if you don’t give us the information we’ve asked for that we need in order to provide our service, or if you don’t do preparatory work to prepare for the services, as agreed with us. For example, we might need to reschedule your appointment.

At a minimum, we will need you to complete all the information on our registration form through Semble.

G. We may not be able to provide you with some or all of our services if you do not sign the consent form we provide regarding your medical records – We need to access and use your medical records in the way set out in the consent form we provide in order to provide our services. If you do not want to agree to the consent form for any reason, we may not be able to provide you with some or all of our services.

H. We may charge you if you miss or cancel your appointment within 24 hours

1. 1. If you miss your appointment (meaning that you are not present and ready to start the appointment at the time of the appointment), we cannot guarantee that you will be able to reschedule you on the day, and you will not receive a refund.
   2. If you cancel your appointment more than 24 hours in advance of your appointment time then we will refund you for the cost of the cancelled appointment. You must cancel by calling us on the number above.
   3. If you cancel your appointment within 24 hours or less of your appointment time then we will not refund you.
   4. If you reschedule your appointment within 24 hours or less of your appointment time, or you are late to your appointment, we will charge you £50 to rebook the appointment.

I. In rare circumstances we may need to change or cancel your appointment. – Circumstances may arise where we need to change or cancel your appointment, for example if one of our doctors is unwell, or we have a problem with the building. If that happens, we will call you and reschedule free of charge or you can request a refund through our Customer Service Team.

J. You have rights if you are dissatisfied with the service we provide – If you think there is something wrong with your service, you must contact our Customer Service Team. You can also leave a comment using the ‘Feedback’ tab on our website, or in our ‘Complaints and Comments’ box in our clinic’s reception.

K. We can change our services and these terms – We can always change a service:

• to reflect changes in relevant laws and regulatory requirements; and
• to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect your use of the service or otherwise do impact the main characteristics of the services.

L. We can withdraw services

We can stop providing a service. We will let you know before your appointment if we intend to do so and provide you with a full refund.

M. We can end our contract with you

We can end our contract with you for a service and claim any compensation due to us if:

• you don’t make any payment to us when it’s due; and/or
• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service.

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

We are 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 your appointment meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section C above ‘We are not responsible for delays outside our control’.
• Avoidable. Something you could have avoided by taking reasonable action.

O. We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Policy

P. Other important terms apply to our contract

You can only transfer your contract with us to someone else if we agree to this. If you want to transfer your contract with us to someone else, you will need to ask us and then we will need to agree before you can make that transfer.

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.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

All quoted subscription fees are for a 24-month, 12-month, 6-month, or 3-month GP subscription. Our packages are linked here. This does include any tests, but not any prescribed products, or medications. Upon accepting your order, we will send you a notice setting out relevant details for your subscription including the renewal dates, amounts for which you will be liable, and your rights to cancel. We will also send you a renewal notice setting out the necessary information about the renewal of your subscription including the renewal date and the price to be paid. If you have any questions, please do not hesitate to contact us.

Please check your order carefully and correct any errors before you submit your subscription. After you place your subscription order, we will send you an acknowledgement email to let you know that we have received and accepted your order.

When you make an order for a subscription through Geno Health, you will make a one-off payment for the amount agreed for the subscription.

You will be responsible for ensuring the accuracy of the details provided upon application. We may contact you to request further information if the details you have provided are incomplete or invalid and we cannot process your subscription.

If we do not accept your order, for example because we are unable to take payment, the services are unavailable, or there has been a mistake regarding the pricing or description of the services, we will email you using the details you provided when you placed your order. We have the right to reject any order for any reason.

Geno Health reserves the right to increase the subscription fees. We will communicate any changes to subscription fees reasonably in advance.

Geno Health provides the booking system for and rents out their consultancy rooms from time to time to, specialist health providers (External Specialists). We use the system ‘Halaxy’ to book appointments for the External Specialists, but they are not employees of Geno Health and any services provided after the booking of your appointment are the responsibility of the External Specialists.

The terms and conditions for the External Specialists are separately linked, so please refer to those separate terms and conditions.

Geno Health is not responsible for the care and services provided to you by the External Specialists. Any comments or complaints regarding the service provided must be sent directly to the relevant External Specialists.