Your rights and responsibilities when using our services
Last updated: January 2025
1. Introduction and Acceptance
Welcome to Revive and Reset. These Terms of Service (“Terms”) govern your use of our medical services, website, and any related services provided by Revive and Reset Limited (“we,” “our,” or “us”).
By booking an appointment, using our services, or accessing our website, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our services.
We are a private healthcare clinic registered in England and Wales (Company No. [Registration Number]).
This contract is governed by and construed in accordance with English law, and English courts shall have exclusive jurisdiction over any disputes arising from these terms.
2. Third Parties
Except as expressly provided elsewhere in these terms and conditions, a person who is not a party to this agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.
3. Medical Services and Clinical Care
Clinical Care
As a patient of Revive and Reset, you are under the clinical care and control of your specialist consultant, who may also involve other qualified doctors or nurses in your treatment if appropriate.
Service Provision
- We provide private medical consultations and treatments
- All treatments are provided by qualified medical professionals
- Services are provided at our clinic at 134 Harley Street, London
- Virtual consultations may be available for certain services
Medical Professional Standards
- All medical staff are registered with the General Medical Council (GMC)
- We maintain professional indemnity insurance
- All treatments follow current medical guidelines and best practices
- We operate under UK healthcare regulations and professional standards
Scope of Practice
Our services are designed to complement, not replace, your relationship with your NHS GP or other healthcare providers. We may recommend that you consult with your GP regarding ongoing care or follow-up treatments.
GP Communication
Clinical reports will normally be sent to your GP following any appointment at Revive and Reset. We require your consent to enable us to send reports to your GP. We strongly encourage you to permit us to send all clinical information to your GP. In the event that you withdraw consent, you must inform us in writing. We cannot be held responsible if we receive your request to withdraw consent after the letter has been posted.
4. Appointments and Booking
Booking Process
- Appointments can be booked through our website, phone, or email
- You must provide accurate personal and medical information
- Appointment confirmation will be sent via email or SMS
- You are responsible for ensuring we have current contact details
Cancellation and Rescheduling Policy
We understand that plans can change, and we aim to accommodate our patients wherever possible. However, last-minute cancellations or missed appointments impact both our clinicians and other patients awaiting care. To ensure fairness and efficiency, please review our cancellation and rescheduling terms below.
1. General Appointments
Notice period:
- More than 24 hours’ notice: Free cancellation or rescheduling
- Less than 24 hours’ notice or non-attendance (no-show): Deposit will be forfeited
2. Video Consultations
Cancellation notice period:
- Minimum cancellation notice: 1 hour before the appointment
If cancellation occurs with less than 1 hour’s notice or in the event of a no-show, the full appointment cost will be forfeited.
3. Iron Infusion Therapy
Due to the clinical preparation and resource allocation required for iron infusions:
- Minimum cancellation notice: 24 hours before the appointment
Cancellations made with less than 24 hours’ notice or failure to attend will result in forfeiture of the deposit.
4. Late Arrivals
If you arrive late, your appointment may need to be rescheduled. Appointments delayed by more than 15 minutes may be considered a no-show and the deposit may be forfeited.
5. Rescheduling
- Rescheduling requests follow the same notice periods as cancellations
- If you need to amend your booking, please use the cancellation or reschedule link provided in your confirmation email, or contact us directly at [email protected]
6. Exceptions
We understand emergencies happen. If you experience unforeseen circumstances, please contact us as soon as possible – we’ll review your situation on a case-by-case basis.
7. Refunds
Refunds (when applicable) will be processed to the original payment method within 5–10 working days.
8. Agreement
By booking an appointment, you acknowledge and agree to the above cancellation and rescheduling terms.
If you are insured, your insurer WILL NOT cover any cancellation fees incurred. If we are unable to perform treatment on the day due to incomplete medical history disclosure or if you decide not to proceed with treatment on the day, our cancellation fee will apply to cover clinic costs. If the procedure has started and you opt not to continue, the full treatment cost may be charged.
5. Fees and Payment
Patient Liability
You are liable for any charges not settled by an insurer. If there are delays in settlement, there may be penalties, including the charging of interest, for which you will be liable. You undertake that it is your responsibility to pay for the service received from Revive and Reset whether or not you have private medical insurance or an arrangement with any other third party.
Self-Funding Patients
We make every effort to keep all costs to a minimum and ensure that patients are fully aware of what these are. Our self-funding prices are upfront and fixed. They include the cost of both the clinic and doctor and there are no “hidden” fees.
- Following initial consultation, the vast majority of patients require one IV Iron Infusion
- We highly recommend an online follow-up appointment
- Some patients may require further appointments which will be charged separately
- Any subsequent second consultant opinions will be charged separately
We will let you know in advance of consultation and treatment what you will be charged for that appointment. This price will remain valid up to 30 days from the quotation. All charges are published on our website. We reserve the right to refuse to accept you for treatment on a fixed cost basis.
Payment Terms
- Payment is required in full on the day of your appointment
- Consultations are paid in full on booking
- We accept major credit cards, debit cards, bank transfers, and cash
- Failure to pay when requested may result in forfeiture of appointment
- All prices include VAT where applicable
Insurance and Reimbursement
For insured patients, you will normally need to obtain a referral letter from your General Practitioner (your GP has a right to charge you for this). Prior to any appointment, you must obtain an authorisation number from your insurance company for the proposed consultation or treatment.
- We can provide receipts and medical reports for insurance claims
- Payment is your responsibility regardless of insurance coverage
- We do not guarantee insurance reimbursement
- You are responsible for paying any excess on your policy
- Ensure your authorisation code covers all required treatments
- Where we have direct billing arrangements, you must provide all necessary information
Refunds
Refunds are considered on a case-by-case basis and are at our discretion. Treatment fees are generally non-refundable once services have been provided, except in cases of service failure or extraordinary circumstances.
6. Patient Responsibilities
Medical Information
- Provide complete and accurate medical history
- Disclose all current medications and supplements
- Inform us of any allergies or adverse reactions
- Update us on any changes to your health status
Treatment Compliance
- Follow pre-treatment and post-treatment instructions
- Attend all recommended follow-up appointments
- Contact us immediately if you experience any adverse effects
- Inform us if you cannot comply with treatment recommendations
Behavior and Conduct
- Treat all staff and other patients with respect and courtesy
- Arrive sober and in an appropriate condition for treatment
- Follow clinic policies and procedures
- Respect the privacy and confidentiality of other patients
Children
No child under the age of 18 must be left unaccompanied at the clinic and they are not permitted in the clinical room during any assessment or treatment.
Valuables
Revive and Reset does not accept any responsibility whatsoever for the loss of any cash or valuables belonging to patients or visitors brought to our clinic locations.
7. Informed Consent and Risks
Consent Process
- We will explain all proposed treatments, risks, and alternatives
- You have the right to ask questions and seek clarification
- Consent must be given voluntarily without pressure
- You may withdraw consent at any time before treatment begins
Treatment Risks
All medical treatments carry some degree of risk. We will discuss specific risks related to your proposed treatment, but you acknowledge that:
- No treatment outcome can be guaranteed
- Rare or unexpected complications may occur
- Individual responses to treatment may vary
- Follow-up care may be necessary
Emergency Situations
In case of medical emergencies during treatment, we may need to take immediate action to protect your health and safety. This may include calling emergency services or providing urgent medical care.
8. Confidentiality and Data Protection
Medical Confidentiality
The confidentiality of patient information is of paramount concern to Revive and Reset. We fully comply with the Data Protection Act 2018 and Medical Confidentiality guidelines.
- We maintain strict medical confidentiality as required by law
- Medical information will only be shared with your consent
- Information may be shared without consent only when legally required
- All staff are bound by confidentiality obligations
Clinical Information Security
Clinical information will be kept secure and confidential. It will only be disclosed to and received from those involved with your treatment and care, or to their agents, and, if applicable, to any person or organisation who may be responsible for meeting your treatment expenses, or their agents.
Security of Records
Under the Data Protection Act 2018, we have a legal duty to protect any information we collect from you. Records are stored both electronically and in written form. We use leading technologies and encryption software to safeguard your data, and keep strict security standards to prevent any unauthorised access to it. Paper records are kept in locked filing cabinets.
Access to Records
- Clinical information: Access is on a ‘need to know’ basis. Staff only access records when necessary for their work
- Non-clinical information: May be granted to others (e.g., Medical insurers) on a confidential basis for efficient management and to bring relevant services to your attention
Clinical Audit and Research
Revive and Reset is required to audit clinical records for quality assurance reasons, which may include your health records. Your data will be treated strictly in line with national healthcare standards and will be subject to confidentiality according to the Data Protection Act 2018. We support clinical governance and the long term effectiveness of certain treatments is measured. Anonymous or aggregated data may be used for research or statistical purposes.
Fraud Prevention
Information may be disclosed to other parties with a view to preventing fraudulent or improper claims.
Communications and Monitoring
- Your calls to Revive and Reset may be recorded to improve our service
- CCTV cameras may be installed in clinic premises and recordings retained for a limited period
Data Protection Rights
Your personal data is processed in accordance with our Privacy Policy and UK data protection laws. We will never sell your details to anybody else. Please review our Privacy Policy for detailed information about how we collect, use, and protect your information.
Medical Records Access
We maintain comprehensive medical records as required by professional standards. You have the right to access your medical records upon request, subject to applicable fees and legal requirements. Revive and Reset has in place a Medical Records access procedure contained within our Patient Guide.
9. Training of Healthcare Professionals
As we are a recognised centre of excellence for iron deficiency and advanced therapies, we often have visiting doctors observing to learn from us. We also train doctors who are joining our existing team of specialists. In order to ensure that they are totally up to speed with our ways of working and able to meet our stringent expectations on technical expertise, they all undergo hands-on training with one of our existing doctors.
Your consent for training activities will be sought during your appointment booking process. You have the right to decline participation in any training activities without affecting your treatment.
10. Website Use and Intellectual Property
Website Terms
- Our website is for informational purposes only
- Website content does not constitute medical advice
- You must not misuse our website or attempt to harm its operation
- We reserve the right to restrict or terminate website access
Intellectual Property
- All website content is protected by copyright and other intellectual property rights
- You may not reproduce, distribute, or modify our content without permission
- The Revive and Reset name and logo are our trademarks
- Unauthorized use of our intellectual property may result in legal action
User-Generated Content
If you submit reviews, testimonials, or other content, you grant us a non-exclusive right to use, modify, and display such content for promotional and operational purposes.
11. Limitation of Liability
Professional Liability
Our liability for medical services is limited to the standard of care expected from qualified medical professionals. We maintain professional indemnity insurance as required by law.
Website and Technology
- We do not guarantee uninterrupted website availability
- We are not liable for technical issues or system failures
- Information on our website may contain inaccuracies
- We recommend verifying information with our medical staff
Maximum Liability
Except in cases of negligence or where prohibited by law, our total liability to you for any claim shall not exceed the amount you paid for the specific service giving rise to the claim.
12. Complaints and Dispute Resolution
Internal Complaints Process
- We encourage you to raise concerns directly with us first
- Complaints should be made in writing within a reasonable time
- We will investigate all complaints thoroughly and respond promptly
- We aim to resolve complaints within 20 working days
- Revive and Reset has in place a Complaint procedure contained within our Patient Guide
External Options
- General Medical Council (GMC): For concerns about medical professional conduct
- Parliamentary and Health Service Ombudsman: For unresolved complaints
Legal Disputes
These Terms are governed by English law, and any disputes will be subject to the exclusive jurisdiction of the English courts.
13. Termination of Services
Patient-Initiated Termination
- You may terminate our services at any time
- Outstanding fees remain payable upon termination
- We may provide medical records to your new healthcare provider
- Follow-up care recommendations will be provided as appropriate
Clinic-Initiated Termination
We may terminate our services in certain circumstances, including:
- Non-payment of fees
- Inappropriate behaviour toward staff or other patients
- Non-compliance with treatment recommendations
- Providing false or misleading medical information
We will provide reasonable notice and ensure continuity of care where possible.
14. Changes to Terms
We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. We will notify you of material changes by:
- Posting updated Terms on our website
- Sending email notifications to registered patients
- Providing notice during your next appointment
Continued use of our services after changes take effect constitutes acceptance of the new Terms. For updates to these terms and conditions, please refer to our website at www.reviveandreset.com.
15. Contact Information
If you have questions about these Terms of Service or need to contact us regarding any service-related matters:
Revive and Reset
77 Hallam Street,
London, W1W 5HB
Phone: 020 8138 4127
Email: [email protected]
Website: reviveandreset.com
Practice Manager:
Email: [email protected]
For medical emergencies outside business hours, contact NHS 111 or emergency services (999).