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Cancellation Policy

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Please note that Concierge Nurse UK operates on a 24-hour cancellation policy. If you wish to cancel or rearrange your appointment, we kindly ask you to give us at least 24 hours’ notice. It is the client’s responsibility to provide timely notice. If a client arrives more than 15 minutes after their appointment start time or fails to arrive for their scheduled appointment without prior notice, we will consider this a no-show.

Clients who no-show or wish to cancel or reschedule their appointment within 24 hours of their scheduled appointment time will not be eligible for a refund of their full treatment fee. 

To rearrange or cancel your appointment, please log in to your account and cancel from there. Alternatively, please phone or email Concierge Nurse UK and speak to a member of our team who can assist you.

Concierge Nurse UK reserves the right to exercise discretion in applying this policy. We understand that exceptional circumstances may occasionally prevent clients from providing the required 24-hour notice. In such cases, clients should contact Concierge Nurse UK as soon as possible via phone or email to discuss their situation. Where clients provide reasonable explanations for their inability to attend and give notice, we may consider waiving the cancellation fee. Such decisions will be made on a case-by-case basis.

Concierge Nurse UK reserves the right to modify or update this cancellation policy at our discretion. 

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Home & Office Visits

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Our minimum spend is £100 with an additional call out fee. If a cancellation is made less than 24 hours before your appointment, the treatment fee will remain non-refundable. Call outs fees must be paid at time of booking confirmation.

Call out times may vary up to 2 hours due to external circumstances such as poor traffic. We may try to contact you before, during or after the scheduled call out time to provide updates s please provide a contact number at booking. We ask that you please keep your phone nearby to answer. The person having the drip must be present and ready for their appointment at the time of the appointment. If the customer is not ready at the appointed time then we will consider this as a cancellation (see above cancellation policy) and we reserve the right to invoice the full amount and not offer a refund. We have lots of home call out customers and delays have a knock-on effect to our other customers. Every person having an appointment must have their own email address. We will email a medical questionnaire in advance of the appointment, which must be completed at least 24 hours prior to the appointment. If the medical questionnaire has not been completed in advance of the appointment, we reserve the right to cancel the appointment. We do not offer promotional discounts on home call outs.

 

 

Suspension and Termination of Service
Concierge Nurse UK may suspend the operation of the site for repair or maintenance work or in order to update or upgrade the contents or functionality of the site from time to time. Access to or use of the site or any sites or pages linked to it will not necessarily be uninterrupted or error free.

Pricing
Information displayed on the site as to pricing and availability is subject to change by Concierge Nurse UK without notice.

You may purchase a session or package of sessions or such other combinations Concierge Nurse UK may introduce from time to time. Sessions may not be shared and are not transferable.

Session fees may be increased by Concierge Nurse UK at any time. The Proprietor shall give Clients not less than 14 days notice prior to any such increases.
The rights of cancellation and refund and any limitation expressed in these terms and conditions do not affect your statutory rights as a consumer.

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General
Concierge Nurse UK may change these terms and conditions from time to time. By browsing the site you are accepting that you are bound by the current terms and conditions. You should check these each time you revisit the site. These terms and conditions form the entire understanding of the parties and supersede all previous agreements, understandings and representations relating to the subject matter.

These terms and conditions shall be governed and interpreted in accordance with English law, and you consent to the non-exclusive jurisdiction of the English courts. 

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Feedback & Complaints Policy

Concierge Nurse UK prides itself on our excellent customer service and quality range of products and services. Should you be dissatisfied with any part of your service at Concierge Nurse UK, you may make a complaint or provide us with feedback by sending an e-mail to info@conciergenurseuk.com We aim to acknowledge all e-mails to this address within 5 working days.

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Right to Refuse

We reserve the right to refuse to serve anyone who is rude or aggressive to our members of staff.

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Website Use

We amend these Terms and Conditions from time to time. Our customers are expected to check this page periodically so that you can be satisfied with any changes that are relevant to you.

We may make changes to our website

We may update and change our website from time to time to reflect changes to our services and our users’ needs.

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We may suspend or withdraw our website

Our website is made available free of charge. We do not guarantee that our website, or any content on it, will always be available or be uninterrupted. We may suspend, withdraw or restrict the availability of all or any part of our website for business and operational reasons. We will try to give you reasonable notice of any suspension, withdrawal or restriction. You are responsible for ensuring that all persons who access our website through your internet connection are aware of these Terms and Conditions and other applicable terms, and that they comply with them.

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How you may use material on our website

We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You may print off one copy, and may download extracts, of any page(s) from our website for your personal use. You may also draw the attention of others within your organisation to content posted on our website. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text. Our status (and that of any identified contributors) as the authors of content on our website must always be acknowledged. You must not use any part of the content on our website for commercial purposes without obtaining a licence to do so from us or our licensors. If you print off, copy or download any part of our website in breach of these Terms and Conditions, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

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Do not rely on information on this website

The content on our website is provided for general information only, as a first port of call to find healthcare information. It is not intended to amount to medical advice upon which you should rely. Although we make reasonable efforts to update the information on our website, we make no representations, warranties or guarantees, whether express or implied, that the content on our website is accurate, complete or up to date.

We are not responsible for websites we link to. Where our website contains links to other websites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those websites or resources.

 

Liability

Our responsibility for loss or damage suffered by you:

The Products you purchase from Concierge Nurse UK are for private use only and you agree not to use the Products for any commercial purpose. We are not liable to you for any loss of profit, loss of business or revenue, business interruption or loss of business opportunity.

Our total liability to you resulting from a Contract is limited to the total value of that Contract – meaning the price you paid for the Products and any additional services. In particular, we are not liable for any costs, loss, delay, inconvenience or damage you suffer as a result of:

Decisions you make based on the result of laboratory analyses that affect your health and/or that of others; the samples you send being lost, delayed or damaged in transit or via post from you to the laboratory; the laboratory being unable to test your samples for any reason; test results not being made available to you within the turnaround time stated for any Diagnostic Testing service; your failure to follow instructions provided to you in relation to sample collection or pre-sample preparation requirements; actions or inactions made by third parties in light of your voluntary disclosure of test results; your failure to act upon our advice if we recommend that you seek medical advice or attention having taken a test; your failure to show test results to your GP or doctor; your failure to send a sample to the laboratory for testing within the validity period; and loss or damage that is not foreseeable.

If we fail to comply with our Terms and Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms and Conditions or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach, or if it was contemplated by you and us at the time we entered into a Contract.

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We do not in any way exclude or limit our liability for:

Death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession) as amended by the Consumer Rights Act 2015; any breach of the terms implied by section 9 to 11 of the Consumer Rights Act 2015 (description, satisfactory quality, fitness for purpose and samples); and defective products under the Consumer Protection Act 1987.

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Events outside our control

We are not liable or responsible for any failure to perform – or delay in performance of – any of our obligations under a Contract that is caused by any act or event beyond our reasonable control (an ‘Event Outside Our Control [EOOC]’), such as in the event of a fire, industrial action by third parties, or threat of terrorist attack.

If an EOOC takes place that affects the performance of our obligations under a Contract, we will contact you as soon as reasonably possible to notify you. Our obligations under a Contract will be suspended, and the time for performance of our obligations will be extended for the duration of the EOOC. Where the EOOC affects our delivery of Diagnostic Testing kits or Online Shop Products to you, we will arrange a new delivery date with you once the EOOC is over.