Terms and Conditions

These Terms and Conditions govern your use of Edgcare Ltd's services. By registering with, booking an appointment with or using Edgcare Ltd's services, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, you should not use our services. These Terms are governed by the laws of England and Wales.

1. Fees and Pricing

1.1 Consultation Fees

Fees for consultations are as set out in our current Fee Schedule, which is published on our website and available on request. Edgcare Ltd reserves the right to amend its fees at any time, provided that patients will be notified of any changes with reasonable advance notice.

1.2 Overtime Charges

Standard consultations are allocated a defined appointment time (usually 30 minutes). Where a consultation extends beyond the allocated time, Edgcare Ltd reserves the right to charge an additional fee. Additional time beyond the allocated slot will be charged pro-rata at the standard hourly rate in effect at the time of consultation. Patients will be informed of any likely additional charges before they are applied where reasonably practicable.

1.3 Investigations

Payment for any investigations arranged at or arising from a consultation is expected at the time of the consultation. Where investigations are arranged after the consultation or via an external provider, an invoice will be issued and payment is due on receipt of invoice. Failure to pay an invoice within 30 days of the invoice date may result in referral to a debt recovery service (see clause 2.4).

1.4 Prescription Charges

Where prescriptions are issued outside of or in addition to a standard consultation fee, an additional charge may apply. The current prescription charge is published in our Fee Schedule, available on our website and on request. Edgcare Ltd reserves the right to update prescription charges, with reasonable notice to patients.

1.5 Cancellation Policy

We kindly ask that you provide as much notice as possible if you need to cancel or rearrange an appointment.

Cancellations made less than 2 hours before the appointment will result in a charge which is 50% of the booked consultation fee.
Failure to attend without notice: A charge of 100% of the booked consultation fee will apply.

Edgcare Ltd reserves the right to waive cancellation charges at its discretion in exceptional circumstances (e.g., medical emergency).

2. Payment Arrangements

2.1 Accepted Payment Methods

Payment is accepted by credit or debit card. Edgcare Ltd reserves the right to decline payment by cheque at its discretion. Where cheques are accepted, they must be made payable to "Edgcare Ltd" and must clear before services are rendered, except where a prior arrangement is agreed in writing.

2.2 Card Details and Data Security

By providing card details to Edgcare Ltd, you authorise Edgcare Ltd to charge your card in accordance with these Terms and Conditions for any outstanding invoices or debt. Card details are stored securely in compliance with UK GDPR and PCI-DSS standards. They will be retained for the duration of your patient relationship with Edgcare Ltd unless you submit a written request for deletion. You retain the right to withdraw card-on-file authorisation at any time by notifying us in writing, provided no outstanding balance is owed.

2.3 Invoices and Payment Deadlines

All invoices are due for payment on receipt of the invoice date unless otherwise agreed in writing.

2.4 Unpaid Invoices and Debt Recovery

Invoices remaining unpaid after 30 days from the due date may, at Edgcare Ltd's discretion, be referred to a third-party debt recovery service. The patient will be liable for any reasonable costs associated with such recovery, including administration and agency fees, in addition to the outstanding balance owed.

2.5 Payment Disputes

Any dispute regarding a charge must be raised in writing with the Practice Manager within 14 days of the charge being applied. Edgcare Ltd will acknowledge receipt within 3 working days and endeavour to resolve disputes within 21 working days of acknowledgement. Raising a dispute does not suspend any payment obligation in respect of undisputed charges.

2.6 Refunds

Refunds will be considered on a case-by-case basis and are not issued as a matter of course. Where a refund is agreed, it will be processed to the original payment method within 14 working days.

2.7 Private Medical Insurance and Third-Party Payers

2.7.1 Self-Pay Practice
Edgcare Ltd operates exclusively as a self-pay private medical practice. Edgcare Ltd does not engage with, bill, or correspond with private medical insurers or any other third-party payers on behalf of patients. All fees are payable directly by the patient in accordance with these Terms and Conditions.

2.7.2 Patient Liability
Patients are personally and solely liable for all fees incurred with Edgcare Ltd, regardless of whether they hold private medical insurance or believe a service to be covered by their policy. The existence of a private medical insurance policy does not defer, reduce, or extinguish any payment obligation owed to Edgcare Ltd.

2.7.3 Insurance Documentation
Where a patient wishes to seek reimbursement from their insurer following payment to Edgcare Ltd, Edgcare Ltd will provide a standard itemised receipt or invoice on request, suitable for submission to an insurer. Such documentation will be provided within 14 working days of the request. Edgcare Ltd accepts no responsibility for whether an insurer accepts, processes, or reimburses any claim made by a patient, and will not enter into correspondence with insurers in connection with any such claim.

2.7.4 No Guarantee of Reimbursement
Patients are advised to confirm the terms of their insurance policy — including any pre-authorisation requirements — directly with their insurer before booking with Edgcare Ltd. Edgcare Ltd makes no representation that any service it provides will be covered or reimbursed by any insurer.

3. Home Visits

3.1 Availability and Booking
Home visits are available at Edgcare Ltd's discretion and subject to clinical appropriateness, clinician availability, and geographic location. Edgcare Ltd reserves the right to decline a home visit request where it determines that an in-person clinic or remote consultation would be more appropriate or where a home visit is not clinically indicated.

3.2 Prepayment Requirement
Due to the significant clinical time and resource commitment involved in home visits — including the blocking of clinic appointment slots that could otherwise be used by other patients — Edgcare Ltd reserves the right to require full prepayment at the time of booking for all home visit appointments. Where prepayment is required, the appointment will not be confirmed until payment has been received in full.

Prepayment will be taken by credit or debit card in accordance with clause 2.2 of these Terms. By booking a home visit and providing payment, you agree to the cancellation terms set out in clause 3.3 below.

3.3 Home Visit Cancellation Policy
Given the substantial commitment of time and resources associated with home visits, the following cancellation charges apply:

Cancellation made more than 8 hours before the scheduled visit: No charge. A full refund will be issued within 14 working days where prepayment has been taken.
Cancellation made between 4 and 8 hours before the scheduled visit: 50% of the total home visit fee will be charged. Where prepayment has been taken, 50% will be refunded within 14 working days.
Cancellation made less than 4 hours before the scheduled visit, or failure to be present at the agreed address at the time of the visit: 100% of the total home visit fee will be charged. No refund will be issued where prepayment has been taken.

3.4 Inability to Access the Patient
Where a clinician attends the agreed address and is unable to gain access, or the visit cannot proceed due to circumstances within the patient's control (including but not limited to the patient being absent, refusing entry, or being unable to be contacted), the full home visit fee will be charged and no refund will be issued.

3.5 Cancellation by Edgcare Ltd
In the event that Edgcare Ltd needs to cancel a confirmed home visit (for example, due to clinician illness or a Force Majeure Event as described in clause 11), Edgcare Ltd will notify the patient as soon as reasonably practicable and will offer either:

A rescheduled home visit at the earliest available time; or
A full refund of any prepayment made, processed within 14 working days.

Edgcare Ltd accepts no further liability for losses arising from a cancelled home visit beyond the refund of any prepayment taken.

3.6 Travel and Additional Charges
Home visit fees include a travel component reflecting distance from the practice. The applicable home visit fee, including any travel charge, will be confirmed at the time of booking and set out in Edgcare Ltd's current Fee Schedule. Additional charges may apply for visits outside the standard service area, and these will be communicated to the patient before the booking is confirmed.

4. Consent to Communication by Email and Electronic Messaging

4.1 Explicit Consent Required

Consent to receive clinical and administrative communications by email or other electronic messaging (including SMS and secure messaging platforms) is obtained explicitly and separately at the time of registration. By giving such consent, you acknowledge that electronic communication carries inherent risks, including potential unauthorised access.

4.2 Withdrawal of Consent

You may withdraw consent to electronic communication at any time by notifying Edgcare Ltd in writing. Following receipt of such notice, Edgcare Ltd will revert to postal or telephone communication only, which may result in longer response times.

4.3 Secure Messaging

Where clinically sensitive information must be shared electronically, Edgcare Ltd will endeavour to use encrypted or secure messaging platforms where available. However, where standard email is used at a patient's request or with their consent, Edgcare Ltd cannot be held responsible for unauthorised interception or access.

4.4 Scope of Electronic Communication Policy

This policy applies to all electronic communication methods used by Edgcare Ltd, including but not limited to email, SMS, and secure messaging platforms. Edgcare Ltd will not use unsecured electronic channels to transmit highly sensitive clinical information (e.g., HIV status, mental health records) without explicit written consent from the patient.

5. Service Times and Third-Party Providers

5.1 Service Hours

Edgcare Ltd's standard service hours are published on our website. Edgcare Ltd may, on occasion, need to close earlier than scheduled or alter service hours. Where planned early closure is anticipated, Edgcare Ltd will provide patients with advance notice via the website or direct communication wherever possible.

5.2 Out-of-Hours Cover

Edgcare Ltd does not provide an emergency out-of-hours service. Patients requiring urgent or emergency care outside Edgcare Ltd's service hours should contact:

999 for life-threatening emergencies
NHS 111 for urgent medical advice
Their local NHS GP out-of-hours service

5.3 Third-Party Providers and Signposting

Edgcare Ltd may signpost patients to third-party providers for services outside its scope of practice (e.g., specialist referrals, out-of-hours services, diagnostic laboratories). Edgcare Ltd takes reasonable care in selecting reputable third-party providers but accepts no liability for the actions, advice, omissions, or negligence of any third party. Patients should satisfy themselves as to the suitability of any third-party provider before engaging their services.

6. Membership Payment Terms

6.1 Membership Eligibility and Joining

Membership is available to individuals who register with the practice and pay the applicable membership fee. Membership fees are set out in our current Fee Schedule. Edgcare Ltd reserves the right to decline or terminate any membership at its discretion, subject to clause 6.7.

6.2 Family and Household Memberships

Membership rates may be available for multiple individuals residing at the same address. Edgcare Ltd reserves the right to request proof of shared address (e.g., a recent utility bill or bank statement dated within the last 3 months) before enrolling multiple patients under a single membership payment. The same-address requirement will be verified at the time of joining and may be re-verified upon renewal.

6.3 Membership Benefits

Membership privileges are as described in the current Membership Benefits Schedule, published on our website and available on request. Edgcare Ltd reserves the right to amend membership benefits at any time, provided that existing members will be notified of any material changes at least 30 days in advance.

6.4 Auto-Renewal and Renewal Reminders

Annual memberships will automatically renew on their anniversary date unless cancelled in accordance with clause 5.5. Edgcare Ltd will send automated renewal reminders 7 days (via the Stripe platform) before the renewal date to the email address registered on your account. It is the patient's responsibility to ensure their registered contact details are kept up to date on the Stripe platform.

6.5 Cancellation of Membership

Cooling-off period: Membership payments may be cancelled within 14 calendar days of the joining or renewal payment for a full refund, subject to deduction of the standard (non-member) rate for any consultations or services already accessed during the period.
Cancellation after cooling-off: Membership may be cancelled at any time after the cooling-off period by providing written notice to Edgcare Ltd at least 48 hours before the next renewal date. No pro-rata refund will be issued for the unused portion of the current membership period unless Edgcare Ltd terminates the membership under clause 5.7.
How to cancel: Cancellation requests must be submitted in writing to the Practice Manager by email or post.

6.6 Definition of "Privileges Used"

For the purposes of these Terms, "discounts or privileges used" refers to any reduced-rate consultations, complimentary services, or other member-exclusive benefits accessed during the current membership period. Where a refund is calculated following cancellation within the cooling-off period, the difference between the member rate charged and the standard (non-member) rate will be deducted from any refund due.

6.7 Termination by Edgcare Ltd

Edgcare Ltd reserves the right to terminate a patient's membership with immediate effect in cases of:

Verbal or physical abuse, or threatening behaviour towards Edgcare Ltd staff;
Fraud or dishonesty in connection with the membership or any claims made;
Breach of these Terms and Conditions; or
Any conduct that Edgcare Ltd reasonably deems to be unacceptable.

In cases of termination by Edgcare Ltd under this clause (other than for fraud), a pro-rata refund for the unused portion of the current membership period will be issued within 14 working days.

7. Telephone and Video Consultations (Telehealth)

7.1 Availability
The vast majority of consultations conducted by Edgcare Ltd will be in-person assessments. However, on occasion, Edgcare Ltd may offer consultations by telephone and video as an alternative to in-person appointments, subject to clinical suitability. Not all clinical presentations are appropriate for remote consultation. Edgcare Ltd reserves the right to require a patient to attend in person where a clinician determines that a remote consultation is clinically insufficient or inappropriate.

7.2 Patient Consent
By booking a telephone or video consultation, you confirm that you consent to receiving clinical advice and assessment remotely. You acknowledge that a remote consultation may have inherent limitations compared to an in-person examination and that the clinician may, at their discretion, decline to prescribe, refer, or issue documentation where an in-person assessment is deemed necessary.

7.3 Technology Requirements
It is the patient's responsibility to ensure they have access to suitable technology, a stable internet connection, and a private environment prior to a video consultation. Edgcare Ltd accepts no liability for any disruption to a consultation caused by the patient's technology or connectivity.

7.4 Connection Failure
Where a video or telephone consultation cannot be completed due to a technical failure:

If the failure is on Edgcare Ltd's side, no charge will be applied and the appointment will be rescheduled at no cost to the patient.
If the failure is on the patient's side, the standard cancellation policy in clause 1.5 will apply.
Where fault cannot be determined, Edgcare Ltd will use its reasonable discretion in applying or waiving any charge.

7.5 Confidentiality and Environment
Patients are responsible for ensuring they are in a private and confidential environment during a remote consultation. Edgcare Ltd's clinicians will also conduct remote consultations from a private setting. Consultations must not be recorded by either party without the express prior written consent of the other party.

7.6 Jurisdiction and Overseas Patients
Telehealth consultations are intended for patients located in the United Kingdom at the time of consultation. Patients consulting from outside the United Kingdom do so at their own risk and are responsible for ensuring that receiving medical advice remotely from a UK-based clinician complies with the laws of the country in which they are located. Edgcare Ltd accepts no liability for any legal or regulatory consequences arising from a patient receiving a remote consultation from outside the UK.

7.7 Prescriptions Following Remote Consultation
Where a prescription is issued following a remote consultation, it will be processed in accordance with Edgcare Ltd's prescribing policy and applicable UK regulatory requirements. Edgcare Ltd reserves the right to decline to prescribe certain medications without a prior in-person consultation, at the clinician's discretion.

8. Data Protection and Privacy

Edgcare Ltd processes personal data, including special category health data, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Full details of how Edgcare Ltd collects, uses, stores, and shares your personal data are set out in our Privacy Policy, available on our website at www.privatedoctorsnorthlondon.co.uk and on request. By registering with Edgcare Ltd, you acknowledge that you have read our Privacy Policy.

9. Complaints

9.1 Our Commitment

Edgcare Ltd is committed to providing a high standard of care and service. If you are dissatisfied with any aspect of your experience, we encourage you to raise your concern as soon as possible. All complaints are taken seriously and handled in accordance with the ISCAS Code of Practice for Complaints Management.

9.2 How to Complain
Complaints may be submitted:

In writing to the Practice Manager at the practice address; or
By email to the designated complaints email address, available on our website.

We recommend complaints are made as soon as possible and no later than 12 months after the event giving rise to the complaint, or within 12 months of the date you became aware of the matter.

9.3 Stage 1 — Local Resolution
Upon receipt of a formal complaint, Edgcare Ltd will:

Acknowledge the complaint in writing within 3 working days;
Investigate the matter thoroughly and fairly; and
Provide a full written Stage 1 response within 21 working days of acknowledgement.

Where a full response requires more time (for example, where third parties are involved), Edgcare Ltd will notify you in writing of the revised expected timeframe before the 21-day deadline expires.

If you are satisfied with the Stage 1 response, the complaint will be considered resolved.

9.4 Stage 2 — Internal Review
If you are not satisfied with the Stage 1 response, you may request an internal review in writing within 30 calendar days of receiving the Stage 1 response.

The internal review will be conducted by a senior clinician or manager who was not involved in the original investigation. Edgcare Ltd will:

Acknowledge the review request within 3 working days; and
Provide a full written Stage 2 response within 21 working days of acknowledgement.

The Stage 2 response will constitute Edgcare Ltd's final internal position on the complaint.

9.5 Stage 3 — Independent External Adjudication (ISCAS)
If you remain dissatisfied following the Stage 2 internal review, you may refer your complaint to ISCAS (Independent Sector Complaints Adjudication Service) for independent external adjudication.

ISCAS is an independent adjudication service for complaints about independent healthcare providers. Edgcare Ltd is a member of ISCAS and is committed to complying with the ISCAS Code of Practice.

ISCAS
Website: www.iscas.org.uk
Email: iscas@cedr.com
Telephone: 020 7536 6091

Please note that ISCAS adjudication is only available after the internal Stage 2 review has been completed. ISCAS will not accept a referral until Edgcare Ltd's final Stage 2 response has been issued.

10. Limitation of Liability

10.1 Clinical Services

Nothing in these Terms limits or excludes Edgcare Ltd's liability for clinical negligence, death, or personal injury caused by the negligence of Edgcare Ltd or its staff. Patients' statutory rights are not affected by these Terms.

10.2 Non-Clinical and Administrative Services

To the extent permitted by law, Edgcare Ltd's liability for any claim arising from non-clinical or administrative services (e.g., billing, appointment scheduling, communication) shall be limited to the fees paid by the patient for the specific service giving rise to the claim.

10.3 Third Parties

Edgcare Ltd accepts no liability for the acts, omissions, or negligence of any third-party provider to whom a patient is referred or signposted. Patients engage with third-party providers at their own risk.

11. Variation of Terms

Edgcare Ltd reserves the right to amend these Terms and Conditions at any time. Patients will be notified of any material changes by email to their registered address or by notice displayed prominently at the practice and on our website, at least 14 days before the changes take effect. Continued use of Edgcare Ltd's services following notification of changes constitutes acceptance of the revised Terms. If you do not accept the revised Terms, you should notify Edgcare Ltd in writing and, if applicable, cancel your membership in accordance with clause 5.5.

12. General

12.1 Governing Law and Jurisdiction

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

12.2 Entire Agreement

These Terms and Conditions, together with Edgcare Ltd's Privacy Policy, Fee Schedule, and (where applicable) Membership Benefits Schedule, constitute the entire agreement between Edgcare Ltd and the patient in respect of the services provided, and supersede all prior representations, arrangements, or understandings.

12.3 Severability

If any provision of these Terms is found by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be severed, and the remainder of the Terms shall continue in full force and effect.

12.4 Waiver

No failure or delay by Edgcare Ltd in exercising any right under these Terms shall constitute a waiver of that right. Any waiver must be given in writing and shall apply only to the specific circumstances in which it is granted.

13. Force Majeure

Edgcare Ltd shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond its reasonable control, including but not limited to acts of God, pandemic or epidemic, fire, flood, extreme weather, civil unrest, government action or regulation, failure of third-party systems or utilities, cyberattack, or the sudden death or incapacity of a treating clinician ("Force Majeure Event").

In the event of a Force Majeure Event, Edgcare Ltd will notify affected patients as soon as reasonably practicable and will endeavour to reschedule appointments or provide alternative arrangements where possible. Where a pre-paid appointment cannot be rescheduled within a reasonable timeframe due to a Force Majeure Event, a full refund will be issued.

If a Force Majeure Event continues for a period exceeding 30 consecutive days, either party may terminate any ongoing service arrangement by providing written notice, without liability to the other party, subject to a pro-rata refund of any pre-paid membership fees for the unused period.

14. Regulatory Registration

Edgcare Ltd is registered with the Care Quality Commission (CQC), the independent regulator of health and social care in England, under Provider ID / Registration Number 1-713072915. Edgcare Ltd carries out regulated activities in accordance with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

Details of Edgcare Ltd's CQC registration, including its most recent inspection report, are publicly available at www.cqc.org.uk. Patients who have concerns about the safety or quality of care provided by Edgcare Ltd may contact the CQC directly at:

Website: www.cqc.org.uk/give-feedback-on-care
Telephone: 03000 616161