1. Eligibility

1.1 Age Requirement – You must be at least 18 years old to use our Services without supervision.

1.3 You must be domiciled in the UK, Channel Islands or the Isle of man

2. Medical Advice

2.1 Scope – Our clinicians provide medical advice, recommendations, and treatment plans based solely on the information you provide.

2.2 Accuracy of Information – You must disclose complete, accurate, and up‑to‑date health information, including medical history, current symptoms, medications, and allergies.

2.3 Limitations – Our advice is not a substitute for emergency care. The accuracy and safety of our advice depend on the accuracy of the information you provide.

3. Appointments

3.1 Attendance – You are expected to attend all scheduled appointments on time.

3.2 Cancellations – Cancellations must be made at least 2 working days before the scheduled appointment to avoid charges.

3.3 Missed Appointments – Failure to attend without proper notice will result in a missed appointment fee, as outlined in clause 5.1.

3.4 Rescheduling – We will make reasonable efforts to reschedule missed or cancelled appointments, subject to availability.

We deliver our services either face-to-face, over the telephone, or via secure video conferencing through our approved system provider.

Details of our current fees can be found on our website at apexclinics.com

4. Payment

4.1 We accept most major credit and debit cards. We do not accept cash or cheques.

4.2 Payment card details must be provided at the time of booking. You must be authorised to use the card you provide.

4.3 Your card will be charged at the time of booking your consultation, when requesting a prescription for medicines, or in the situations outlined in clause 4.7.

4.4 By booking, you authorise us to charge your card for all services you have booked or purchased. If payment cannot be authorised, services will not be provided and any booked appointments will be cancelled.

4.5 Payments are processed by Stripe. Your payment details are sent directly to Stripe and are subject to their Terms of Service and Privacy Policy. By entering your card details, you consent to Stripe using them to process your payment. Any queries about Stripe’s services should be directed to them.

4.6 If you book online or provide card details directly, we may store them securely for future transactions unless you instruct us otherwise. We are not liable for any security breach by third-party providers, including Stripe, our system provider, or providers of associated services.

4.7 Your card will be charged when:

4.7.1 you book an initial, follow-up consultation or package (online or by phone);

4.7.2 you order a prescription for medicines or a blood test; or

4.7.3 you fail to attend an appointment without cancelling in line with clause 5.1. In such cases, the full consultation fee will be charged.

4.8 All prices are quoted in pounds sterling (£GBP).

Details of our current fees can be found on our website at apexclinics.com

5. Cancelling an Appointment

5.1 You may cancel a consultation appointment without charge by giving at least two full working days’ written notice before the scheduled date. Cancellations with less notice or failure to attend without notice, will incur the full consultation fee. Orders for prescription medicines cannot be cancelled or refunded once dispensed by the pharmacy.

5.2 To cancel, please contact us using by email [email protected]

6. Our Right to End the Contract

6.1 We may terminate all or part of the services at any time, without liability, by giving you written notice (including by email).

6.2 We may end the contract immediately and cancel your access to services if:

6.2.1 we are required to do so by law or regulation;

6.2.2 you behave in a threatening, abusive, or harassing manner towards our staff;

6.2.3 you provide false, misleading, or incomplete personal, medical, or identification information, including failure to complete required questionnaires;

6.2.4 you fail to pay charges for services or medicines as set out in clause 4; or

6.2.5 you fail to attend an appointment without cancelling in accordance with clause 5.1

7. Confidentiality

7.1 Data Protection – We process your personal and medical information in accordance with the UK General Data Protection Regulation (GDPR) and other applicable privacy laws.

7.2 Privacy Policy – Full details of how we collect, store, and use your data are set out in our Privacy Policy. www.apexclinics.com

7.3 Access Control – Only authorised personnel will have access to your records, and solely for purposes related to your care.

7.4 Security Measures – We use secure systems and encryption to protect your data from unauthorised access or disclosure.

8. Emergencies

8.1 Service Limitations – We do not provide emergency medical services.

8.2 Urgent Situations – If you are experiencing a medical emergency, you must call 999 (UK) or go to your nearest Accident & Emergency (A&E) department immediately.

8.3 Examples of Emergencies – These include, but are not limited to, severe chest pain, difficulty breathing, heavy bleeding, loss of consciousness, or any other life‑threatening condition.

9. Liability

9.1 Information Accuracy – We are not liable for any adverse outcomes resulting from incomplete, false, or misleading information you provide.

9.2 No Guarantee of Results – While we aim to provide accurate and effective advice, we do not guarantee specific results from consultations or treatments.

9.3 User Responsibility – You are responsible for following the advice given and for seeking further medical attention if your condition changes or worsens.

10. Changes to These Terms

We may update these Terms from time to time. Any changes will be posted on our website with the updated “Last Updated” date. Continued use of our Services after changes are posted constitutes acceptance of the revised Terms.

11. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Overseas Patients

12.1 All initial consultations must be conducted face‑to‑face with an Apex Clinic healthcare professional at our UK clinic. This requirement does not apply to residents of the United States or Canada, as we are unable to offer consultations to patients domiciled in those countries.

12.2 Subject to clause 12.1, follow‑up consultations may be delivered via remote consultation. This requirement does not apply to residents of the United States or Canada.

13. Premier Package - Payment and Cancellation Terms

13.1 Upfront Payment – Premier Packages must be paid for in full at the time of booking.

13.2 Patient Cancellation – If a patient chooses to cancel their Premier Package after payment has been made, no refund will be issued.

13.3 Clinic Cancellation – If Apex Clinics is unable to provide the agreed services and is responsible for the cancellation, a partial refund will be issued. The refund amount will be calculated on a pro‑rata basis, taking into account:

• the proportion of the package term already completed, and
• the treatments already delivered.

13.4 Force Majeure – Apex Clinics will not be liable to provide a refund where cancellation or disruption is caused by events outside of our reasonable control (e.g., natural disasters, government restrictions).

14. Dispute Resolution

14.1 We aim to address any concerns or disagreements promptly and effectively. If you’re dissatisfied with the services you’ve received or have an issue you’d like to raise, please get in touch with us at your earliest convenience using the contact information provided above.

14.2 You can find full details of our Complaints Policy and Procedure by visiting: www.apexclinics.com