Terms and Conditions

Terms and Conditions – Evergreen Richmond Medical

These Terms and Conditions govern the use of this website and the services provided by Evergreen Richmond Medical. By accessing our website or registering as a patient, you agree to be bound by these Terms.

These Terms apply to all patients engaging with the clinic, whether on a self-pay basis or through private medical insurance.

For any queries, please contact us at info@evergreenrichmond.co.uk

1. GOVERNING LAW

These Terms are governed by the laws of England and Wales. Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the English courts.

You are responsible for ensuring that your use of our services complies with all applicable laws and regulations.

We reserve the right to update these Terms at any time. Updated Terms will take effect immediately for new patients and after 14 days for existing patients.

2. DEFINITIONS

“Clinic” / “Evergreen Richmond Medical” refers to the healthcare provider offering services.

“Patient” means any individual receiving care or services from the clinic.

“Services” refers to all consultations, treatments, and related healthcare services provided.

3. SERVICE STRUCTURE

The clinic operates on a fee-per-service basis. We do not offer subscription or membership schemes.

Patients may access services as:

Self-funded patients, or
Patients using private medical insurance (subject to insurer approval).

A current schedule of fees is available upon request.

4. FEES AND PAYMENT TERMS

Fees will be communicated in advance wherever reasonably possible.

Payment is required at or before the time services are delivered unless otherwise agreed.
The clinic may request card details to secure bookings or guarantee payment.
Payment information is handled securely through third-party providers compliant with industry standards.

4.1 Self-Pay Patients

Self-paying patients are responsible for prompt settlement of all invoices.

4.2 Insured Patients

Patients using insurance must:

Obtain any necessary pre-authorisation
Provide accurate insurer details

If the clinic invoices your insurer directly:

You remain responsible for any unpaid, declined, or partially paid amounts
Any outstanding balance not settled within 3 months becomes payable by you

Where applicable, fees billed to insurers may differ from self-pay rates.

Failure to make payment within 28 days of the due date may result in referral to P&J CDS, our appointed debt recovery agents. Any associated recovery costs will be added to the outstanding balance.

5. ADDITIONAL COSTS

Certain services may incur additional fees, including but not limited to:

Laboratory testing
Diagnostic imaging
Vaccinations
Procedures
Specialist referrals
Home visits

Patients will be informed of such costs in advance where possible.

6. PATIENT REGISTRATION

To access services, patients must complete a registration process which includes:

Providing accurate personal and medical information
Supplying valid identification

For minors, details of a parent or legal guardian are required.

7. APPOINTMENTS

Appointments can be arranged online, by telephone, or via email.

While we aim to accommodate clinician preferences, this may not always be possible for urgent appointments.

Patients receiving specialist consultations must be physically located in the UK at the time of the consultation.
GP consultations may be provided to patients located in the UK or Europe. Consultations are not available to patients located in the United States or Canada.

8. CANCELLATIONS & RESCHEDULING POLICY

We are committed to maintaining efficient scheduling and fair access to appointments. The following policy applies:

Cancellations with less than 24 working hours’ notice or failure to attend: The full appointment fee will be charged.
Cancellations with at least 24 working hours’ notice: The consultation fee will be refunded minus the £80 non-refundable booking deposit.
Rescheduling with at least 24 working hours’ notice: The £80 booking deposit will be retained and applied to the new appointment.

This policy enables us to offer appointment slots to other patients.

9. REFUNDS

Fees for services already delivered are not refundable.
Refunds for prepaid services are considered on a case‑by‑case basis, in accordance with this policy. Where a refund is approved, a non‑refundable administration fee of £7.99 will be deducted from the refund amount. This administration fee applies to all requests that are eligible for a refund.

10. CLINICAL CARE

All clinical services are provided by appropriately qualified healthcare professionals registered with relevant UK regulatory bodies.

Where independent practitioners provide services within the clinic, they are responsible for their own clinical decisions and care.

11. SERVICE AVAILABILITY

Service availability may be affected by factors beyond the clinic’s control, including supplier issues or external provider delays.

12. EMERGENCY CARE

The clinic does not provide emergency medical services.

In case of emergency, patients should call 999 or attend the nearest Accident & Emergency department.

13. LIABILITY

All clinicians maintain appropriate professional indemnity cover.

The clinic is not responsible for:

Services provided by independent practitioners
Loss of personal belongings unless due to proven negligence

14. FORCE MAJEURE

The clinic shall not be held liable for delays or failure to provide services caused by events beyond reasonable control, including but not limited to natural disasters, pandemics, or system failures.

15. DATA PROTECTION

Patient data is handled in accordance with UK data protection legislation.

Information is stored securely and only shared with consent or where required by law.

Patients may request access to their medical records in line with legal requirements.

16. NHS RELATIONSHIP

Patients are encouraged to remain registered with an NHS GP.

With consent, the clinic may share relevant information with other healthcare providers involved in your care.

17. TERMINATION OF SERVICES

The clinic reserves the right to withdraw services where:

Behaviour is abusive or inappropriate
There is a breakdown of the therapeutic relationship
Fees remain unpaid

18. OUTSTANDING PAYMENTS

If payments are not made:

Stored payment methods may be charged (with prior notice)
Future services may be suspended
Debts may be referred for recovery

Failure to make payment within 28 days may result in referral to P&J CDS, with additional recovery charges applied.

19. COMPLAINTS

We are committed to high standards of care. If you have concerns, please contact info@evergreenrichmond.co.uk. A formal complaints procedure is available upon request.