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Terms of Service

One Health Group Limited Terms of Service

1. THESE TERMS

1.1 These are the terms and conditions on which we supply our services to you. Nothing in these Terms will affect your legal rights.

1.2 Please read these Terms carefully before you ask us to provide our services to you. These Terms tell you who we are, how we will provide our services to you, how you and we may change or end the contract between us, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms, please contact us to let us know.

1.3 When the following words are used in these Terms, this is what they mean:

Appointment: an appointment with a Consultant that we arrange for you to receive medical advice, care and/or treatment, pre-assessment, tests, surgery or any other medical services.

Appointment Confirmation: the written confirmation sent by us to you confirming your Appointment.

Consultant: the consultant, anaesthetist and any other medical practitioner with whom you book an Appointment, or from whom you receive medical advice, care and/or treatment, pre-assessment, tests, surgery or any other medical services in connection with an Appointment arranged by us.  

Terms/Condition: the terms and conditions governing the services we provide to you and which are set out in this document.

One Health Group/we/our/us: One Health Group Limited is a company registered in England and Wales with company registration number 04201068. Our registered office address is 131 Psalter Lane, Sheffield, South Yorks, S11 8UX.

1.4 When we use the words "writing" or "written" in these Terms this will include email unless we state otherwise.

1.5 We may from time to time make changes to these Terms, but if any changes we make would materially affect the services we provide to you, we will notify you and you can choose to cancel your Appointment(s). In the event of such cancellation, we will refund any sums that you have paid in respect of the cancelled Appointment(s).

2. ONE HEALTH GROUP’S ROLE

2.1 One Health Group does not provide any medical advice, care or treatment, pre-assessment, tests, surgery, drugs or medication, or any other medical services – this is strictly the responsibility of the Consultant and/or the hospital you attend.

2.2 Our services to you comprise only of (i) appointment arrangement services; (ii) payment collection services; and (iii) assisting with communications, where necessary, between you and the Consultants and/or hospitals.

3. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

3.1 One Health Group does exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation.

3.2 If we fail to comply with our obligations under these Terms, we may be responsible 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 of the Appointment Confirmation, both we and you knew it might happen, for example, if you discussed it with us during the booking process.

3.3 If the provision of our services is delayed by any event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.

3.4 One Health Group will not be liable to you for any loss or damage suffered by you in the event that a Consultant or hospital cancels or postpones your Appointment.

3.5 Consultants are independent medical practitioners and are not employed by us. One Health Group is not responsible for the acts and omissions of Consultants and/or hospital you attend. One Health Group will not be liable to you for any claims in relation to any medical advice, care and/or treatment, pre-assessment, tests, surgery, drugs or medication, or any other medical services, or lack of them, (whether in connection an Appointment that we have arranged or otherwise) and all such claims should be directed to the Consultant and/or hospital you attend, as appropriate.

4. OUR CONTRACT WITH YOU

4.1 Our acceptance of your order will take place on the earliest of:

4.1.1 we take payment from you for an Appointment;

4.1.2 we provide the Appointment Confirmation to you; or

4.1.3 you attend the Appointment,

at which point a contract will come into existence between you and us subject to these Terms. By making payment or attending your Appointment, you agree to these Terms and the form of the contract.

4.2 We will begin providing our services on the date agreed with you, which may be immediately if you request us to do so. We will supply the services to you until either our services are completed or the contract between us otherwise comes to an end in accordance with these Terms.

4.3 We will need certain information from you so that we can supply our services to you (for example, your personal contact information and details of any relevant insurance cover that you have) which we will explain to you. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or inaccurate information, we may not be able to provide our services and we may end the contract between us and you may not be able to attend any Appointment(s) that we have arranged. We will not be responsible for not supplying the services or any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

4.4 We only provide our services to people in the UK over the age of 18, which would be the parent or guardian of anyone under the age of 18 for whom we arrange an Appointment. Unfortunately, we do not provide our services directly to under 18s or to people resident outside the UK.

4.5 If you have any questions or complaints about our services, please contact us as soon as possible and we will investigate the issue under our complaints procedure. You can contact us by telephoning our customer service team at 0114 2505510 or by writing to us at complaints@onehealth.co.uk or One Health Group Complaints, 131 Psalter Lane, Sheffield, S11 8UX. Please ask us if you would like a copy of our complaints procedure.

5. BOOKING AND PAYMENT

5.1 An Appointment is not confirmed as booked until we have issued an Appointment Confirmation. An agreement is created between you and the Consultant when we send the Appointment Confirmation on behalf of the Consultant.

5.2 There is no charge to you for the services that we provide to you. We will receive payment and/or a commission for our services from the Consultant.

5.3 As part of our services, we collect payments due from you (or your insurer) to the Consultant and forward these on to the Consultant. Any contract between you and the hospital and any payments due from you to the hospital will be arranged and settled between you and the hospital.  

5.4 When and how much you should pay depends on whether or not you have full or partial insurance cover for the Appointment(s) that we arrange and/or any medical advice, care or treatment, pre-assessment, tests, surgery, drugs or medication, or any other medical services provided to you.

5.5 You will be informed of any payments to be made by you to the Consultant before the Appointment is made. The amount and when this must be made will be set out in the Appointment Confirmation, together with any appointment or admission dates.

5.6 If you have relevant insurance cover in place:

5.6.1 it is your responsibility to confirm with your insurer in advance that your Appointment(s) and/or any medical advice, care or treatment, pre-assessment, tests, surgery, drugs or medication, or any other medical services provided to you is covered by your insurance policy. We cannot obtain any such confirmation on your behalf;

5.6.2 whilst you will remain responsible for the payment for the Appointment(s) that we arrange and/or any medical advice, care or treatment, pre-assessment, tests, surgery, drugs or medication, or any other medical services provided to you, we will, where possible, process the insurance claim with your insurer, provided you have given us and your insurer all the information we and your insurer need to do so, including but not limited to your policy and pre-authorisation numbers; and

5.6.3 you accept and agree that you will be liable to pay, as applicable:

5.6.3.1 any excess that applies to your insurance cover;

5.6.3.2 any sums not covered by your insurance cover (including any shortfall in cover);

5.6.3.3 any sums not paid by your insurer when payment is due; and

5.6.3.4 the full amount due for your Appointment(s) that we arrange and/or any medical advice, care or treatment, pre-assessment, tests, surgery, drugs or medication, or any other medical services provided to you if we are unable to process your claim because the information you have provided is incomplete or inaccurate.

5.7 Payments can be made by all major debit and credit cards. Please note American Express is not accepted. At our discretion, payments may also be made by bank transfers, provided that the payment is cleared 2 working days prior to the date of the Appointment, and / or cheque payments, provided that the cheque is received 10 working days. Bank transfers must be received as cleared funds at least 2 working days prior to the date of the Appointment. Cheques must be received at least 10 working days prior to the date of the Appointment. All bank charges in relation to cheques or bank transfers will be borne by you.

5.8 Where VAT is chargeable, it is included in the price set out in the Appointment Confirmation.

5.9 If you think an Appointment Confirmation is wrong, please contact us promptly to let us know.

5.10 If you do not pay any amounts payable by you when due, we may not provide any remaining services to you until you have paid the outstanding amounts.

6. YOUR RIGHT TO MAKE CHANGES

If you wish to make a change to the Appointment that we have arranged for you, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes which would be necessary as a result and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may choose to cancel your Appointment. In the event of such cancellation, we will refund any sums that you have paid in respect of the cancelled Appointment.

7. YOUR RIGHTS TO END THE CONTRACT

7.1 You can always end your contract with us. If you wish to do so, please contact us to let us know by phone on 0114 2505510, or by email at enquiries@onehealth.co.uk, or by writing to us at One Health Group, 131 Psalter Lane, Sheffield, S11 8UX. Please provide your name, home address and details of your Appointment so that we can process your cancellation as quickly as possible. What happens when you tell us you wish to end your contract with us depends on when you tell us and your reasons for doing so, as explained in this Condition 7 below.

7.2 If you are ending the contract because (a) we have told you about an upcoming change to these Terms which you do not agree to, or (b) there is a risk that your Appointment may be significantly delayed because of events outside our control, or (c) you have a legal right to end the contract because of something we have done wrong, the contract between you and us will end immediately and we will refund you in full any sums you have paid for services which have not been provided at the point of cancellation.

7.3 You have a legal right to change your mind and receive a refund within 14 days (known as the cooling-off period) of us confirming your Appointment is booked. You do not have this right to change your mind in respect of our services once these have been completed, even if the cooling-off period is still running. Therefore, if you ask us to go ahead and arrange an Appointment for you within the cooling-off period, you will no longer have the legal right to change your mind.

7.4 Even if we are not at fault and you do not have a legal right to change your mind, you can still end the contract before it is completed. The contract will end immediately and we will refund any sums paid by you for services not provided at the point of cancellation, but deductions from that refund may be made (or, if you have not made an advance payment, you may be charged) for any sums that you owe to the Consultant and/or as reasonable compensation for any services which have already been provided up until the point of cancellation. Deductions may also be made to cover the net costs we (or the Consultant) will incur as a result of your doing so.

7.5 We will refund to you any sums paid by you by the method you used for payment. If you paid by cheque, we will contact you to arrange the method by which you will be refunded. However, deductions may be made as described above. We will make any refunds due to you as soon as possible and will aim to do so within 14 days of your telling us you have changed your mind.

8. OUR RIGHTS TO END THE CONTRACT

8.1 We may end the contract for our services and cancel any Appointment that we have arranged for you at any time by writing to you if:

8.1.1 you do not make any payment you are required to pay when it is due and you still do not make payment within 30 days of us reminding you that payment is due;

8.1.2 you do not, within a reasonable time of us asking for it, provide us with the information that is necessary for us to provide our services.

8.2 If we end the contract in the situations set out in condition 8.1 above, we will refund any money you have paid in advance for services not provided but deductions from that refund may be made (or, if you have not made an advance payment, you may be charged) for any sums that you owe to the Consultant and/or as reasonable compensation for the net costs we (or the Consultant) will incur as a result of your breaking the contract.

9. HOW WE MAY USE YOUR PERSONAL INFORMATION

9.1 Ensuring the privacy and security of your personal information is very important to One Health Group. For further information about how we will collect and use your personal information, please see Our Privacy Policy available at www.onehealth.co.uk.

9.2 If we have to contact you, we will do so by telephone or in writing to you using the contact details you have provided to us. It is important that you keep us updated of any changes in your contact details.

10. OTHER IMPORTANT TERMS

10.1 Save as set out in Condition 1.5, no variation of these Terms will be effective unless it is in writing and signed by One Health Group.

10.2 We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

10.3 Our services and any Appointments that we arrange for you are personal to you. You may not transfer your rights or your obligations under these Terms to any another person.

10.4 This contract is between you and us. No other person shall have any rights to enforce any of its terms.

10.5 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

10.6 If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

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

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One Health Group utilises specialist consultants and healthcare managers working together to provide the best possible diagnosis and treatment for our patients.