Terms and Conditions
Terms and Conditions for GP Subscription Services
Key Information
This Agreement governs the provision of selected primary care services, which are described in detail in clause 3.1, below (the "GP Subscription Services" or the "Services"). By signing up to this Agreement you are agreeing for a monthly fee to be debited in return for those GP Subscription Services. This Agreement will continue until either You or We (as defined below) take steps to bring it to an end in accordance with its terms. Until this Agreement expires or is otherwise terminated you will continue to incur liabilities in accordance with its terms. The minimum period that must elapse before you can end this Agreement is one month.
You will be charged a monthly fee of £140.00. This means the minimum amount you will become liable for is £140.00. You may cancel this Agreement at any time by informing us in writing with at least 15 days' notice, such notice not to expire before the end of the then current month (as defined at clause 7.3). We will remind you of the existence of this Agreement and your option to cancel every six months.
From the date that You purchase the GP Subscription by arranging the first payment of the Subscription Fees, you have a 14-day cooling off period during which you can cancel your subscription, further details in the Agreement of how to do this can be found at section 7.
Definitions:
Capitalised words in this Agreement have the meanings set out below:
Adolescent: means an individual between the ages of 13 and 17.
Bristol Practice Clinician: means a GP or other medical professional working for the Bristol Practice.
Bristol Practice/Our/We/Us: means The Bristol Practice Ltd a company registered in England and Wales. Our company registration number is 15567320 and our office is at 37 Bellevue Crescent, Bristol, England, BS8 4TF.
Child/Children: a child/children under the age of 18.
Commencement Date: means the date that You purchase the GP Subscription by arranging the first payment of the Subscription Fees in accordance with clause 4.
GP Subscription Services/Services: means the services being provided to You in accordance with this Agreement.
Initial Term: means a period of 1 months from the Commencement Date of the GP Subscription, and "Term" shall refer to each subsequent month period.
Non-Routine Appointment: means an appointment other than a Routine Appointment. as set out in clause 3.
Routine Appointment: means a forty-five minute appointment with a Bristol Practice Clinician, in person or over phone/video consultation as set out in clause 3.
Subscription Fee/Fee: means the fee for the GP Subscription which will be monthly payments.
You/Your: means the individual receiving the Services.
Working Days: a day other than a Saturday, Sunday or public holiday in England, when banks in London are open for business.
Introduction
These are the terms and conditions of Your agreement with the Bristol Practice (“Agreement”). Please read these terms carefully before You make payment. These terms tell You: (a) who We are, (b) how We will provide the Services to You, (c) how You and We may change the Agreement, (d) how We may amend the Agreement; (e) what to do if there is a problem, and (f) other important information.
If you have any comments/queries relating to this Agreement and/or the Services, You can contact us by telephoning 0117 427 0947, or by emailing us at admin@bristolpractice.co.uk.
If We need to contact You We will do so by telephone or by writing to You at the email address or postal address You provide to Us (subject to clause 2.4, below). It is up to you to ensure that Your name, address and other contact details provided to Us are accurate and up to date. Please notify Us of any changes as soon as reasonably practicable.
"Writing” includes emails. When We use the words “writing” or “written” in these terms, this includes emails. Please let us know if you would prefer to be contacted by post or email only, and we will update our records to reflect that.
These terms set out the full details and constitute the entirety of Your Agreement with the Bristol Practice for the Services. Upon payment to the Bristol Practice for the Services or the commencement of the supply of the Services (whichever happens sooner) You will be deemed to have accepted these terms. If You do not agree to these terms You should not use the Services.
We may change these terms at any time without providing You with prior or express notice of any such change. By continuing to use the Services You agree to any and all changes made to these terms.
The Services
You may select one or a combination of the following GP Subscription Services:
Adult or Adolescent Package: Subscription Fee of £140.00 per month, which shall cover:
Twelve Non-Routine Appointments per each 12-month period;
An annual series of tests to include blood, urine, and/or ECG as clinically necessary which will be determined by the Bristol Practice Clinician;
Four Routine Appointments per each 12-month period, to be taken quarterly;
A flu vaccination as clinically appropriate; and,
An annual written summary of the Services you have received in that preceding 12-month period, including any results/recommendations.
Family Package: Available for two adults from the same household. Subscription Fee of £280.00 per month, which shall cover:
The Services for two Adult or Adolescent Packages, and
Six Non-Routine Appointments (per household) over a 12-month period for Children who reside in the same household. (Details of the Children will need to be provided at registration.)
Any Services which are provided that are not included in your Subscription will be charged for in addition to your applicable Subscription Fee. Such additional charges will be notified to you separately in writing before they are incurred.
Your first Routine Appointment will be one hour in duration. All Routine Appointments after that will be forty-five minutes.
Routine Appointments are offered as in-person, over the phone, or as video appointments. You may choose which option you prefer when booking a Routine Appointment. If You choose not to attend in-person the Services will be limited to those that can be provided remotely, with any necessary follow up, in person tests or appointments forming part of that same routine appointment.
Non-Routine Appointments are for new issues that cannot wait until Your next Routine Appointment.
Non-Routine Appointments may only be booked as phone appointments. If during the Non-Routine Appointment the Bristol Practice Clinician determines that it is clinically necessary for You to attend in person, that in-person appointment will count as a continuation of the same Non-Routine Appointment.
If You request Non-Routine Appointments at a frequency of more than one per month the Bristol Practice Clinician may advise that You require a higher level of Service than set out in the packages above. Options and charges for this will be discussed with You at that point.
The GP Subscription starts on the Commencement Date and shall continue for at least the Initial Term. At the end of the Initial Term the GP Subscription will continue on a rolling monthly basis until You or We terminate the GP Subscription by providing the other with notice in accordance with this Agreement.
With the exception of Your right to terminate during the cooling off period explained at section 7 below, Your GP Subscription is in place for at least the Initial Term. If you cancel during the Initial Term, you will not be entitled to a refund for the Subscription Fee paid for the Initial Term and cancellation will take effect from the expiry of the Initial Term.
The Services are provided as-is, as described on Our website, and/or Our telephone calls with you. We may change the services comprised in the GP Subscription Services at any time. Any changes will be communicated on Our website and via email to You.
The GP Subscription service is only available to individuals located in the UK. Those signing up to receive the Services must be aged 18 years or over and therefore any Family Packages must be purchased and authorised by the relevant child's parent or guardian.
You agree not to breach this Agreement, or any other applicable guidelines that apply to the GP Subscription Services which are provided to You by Us from time to time. If You are liaising with Us on behalf of the person receiving the GP Subscription Services, You are responsible for explaining the responsibilities and procuring that the recipient of the Services complies with their responsibilities in this Agreement.
If You are ever required to liaising with Us on behalf of another person who is receiving treatment from Us (for example, as a parent, guardian or carer), We will need confirmation that You have the authority to do this.
We may need certain information from You so that We can supply the GP Subscription services 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 incorrect information, We may either end the Agreement or make an additional charge of a reasonable sum to compensate Us for any extra work that is required as a result. We will not be responsible for supplying the GP Subscription Services late or not supplying 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.
We may have to suspend the supply of all or part of the GP Subscription Services to update the GP Subscription Services to reflect changes in relevant laws and regulatory requirements. We will not be liable for such suspension.
We reserve Our right to apply a permanent or temporary suspension of the GP Subscription in the event of abusive or inappropriate behaviour towards any Bristol Practice Clinician, employee or partner of the Bristol Practice Ltd including (but not limited to) using offensive, abusive or inappropriate language, remarks or behaviours. We will not be liable for such suspension.
We are not responsible for delays outside Our control. If Our provision of the Services is delayed by an 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 in question.
In addition to the general usage provisions in this clause 3 where You purchase a GP Subscription Service We reserve Our right to take reasonable and proportionate action which may include applying a temporary or permanent suspension of the GP Subscription in the event of an excessive or inappropriate use of the GP Subscription by You, including (but not limited to) cancelling an unreasonable number of appointments within 48 hours of the appointment time, failure to attend an unreasonable number of appointments without prior notice or requiring repeat appointments which are not clinically appropriate.
Price and Payment
You agree to pay the Subscription Fee confirmed to you from time to time. Where You are purchasing Services for other people (eg as part of a Family Package) You agree to pay the Subscription Fees for those people, each of whom will need to register individually with Us.
We will review the cost of the Services from time to time and We reserve the right to adjust Your Subscription Fee at any time. If your Subscription Fee changes, We will give you at least 30 days’ written notice by email or post (as applicable) of such change. Any changes to the Subscription Fee will be applied the next time you are required to pay for the Services If you do not wish to continue using our Services following a change to your applicable Subscription Fees, please ensure that you cancel your subscription in accordance with this Agreement before the next applicable charging period to avoid being charged.
The first instalment of the Subscription Fee is paid on the Commencement Date when you purchase the GP Subscription Services and thereafter each Subscription Fee will be payable on a regular payment date which will be confirmed to You when you purchase the GP Subscription (the “Billing Date”). You will make a payment of the Subscription Fee on the Billing Date in every subsequent month unless and until terminated in accordance with clause 7. Payments will be taken via Stripe using the payment details that You provide when you purchase the GP Subscription
Services.If You fail to pay the Subscription Fee, We will let You know and will immediately suspend Your subscription while the payment remains outstanding. Whilst Your subscription is suspended, You will be unable to receive any Services until arrears payments are made. We will contact You by email or post (as applicable) to notify You that Your GP Subscription has been suspended and if You are not receiving the Services You are responsible for informing the person receiving the Services that their access to Services has been suspended until appropriate payment is made.
Additional Charges and Exclusions
In accordance with clause 3.2, the Subscription Fee constitutes the full cost of the GP Subscription. You will only be charged additional fees by Us if:
Your GP appointment lasts longer than forty-five minutes;
You purchase any equipment, aides or other additional items;
You receive additional diagnostic tests or blood tests; and/or,
The scope of the booking is otherwise exceeded.
The GP Subscription services do not include or provide for the following:
NHS prescriptions;
Prescribing certain medications including controlled drugs;
Physical examinations and reports which require access to full medical records;
Antenatal or maternity care;
Drug and alcohol rehabilitation services;
Immunisations and vaccinations other than the flu vaccination; and,
Medical letters for visas, applications, or other documentation.
Bookings and Cancellation/rescheduling Appointments
We operate a phoneline for booking, cancelling, and rescheduling Appointments which is monitored between the hours of;
08:00 - 18:00 during Working Days; and,
08:00 – 12:00 during any other days.
Should You wish to rearrange or cancel a booking you should call Us on 0117 427 0947. We do not accept cancellations made via email.
You must attend scheduled appointments or contact the Practice in advance of the appointment to re-schedule as follows:
Cancellations or requests for rescheduling of Routine Appointments must be made at least five Working Days in advance of the scheduled appointment time.
Cancellations or requests for rescheduling of Non-Routine Appointments must be made at least two Working Days in advance of the scheduled appointment time.
If You are more than 10 minutes late for any appointment the Bristol Practice Clinician may not be able to see You. This decision is at Our discretion. In the event You are late for Your appointment, and it can no longer be facilitated the appointment will be classed as a missed appointment which will be charged to You as if You had attended that appointment.
Where We are unable to deliver the Services at the time and date You have booked We will contact You directly to reschedule Your appointment as soon as possible in advance of Your booking.
Termination
Under applicable law when You (as a consumer) purchase the Services online or over the phone, You have a ‘cooling off period’ of 14 days from when You purchase the GP Subscription in which you are entitled to cancel and where relevant receive a full refund of the Subscription Fee in respect of Services not received.
If You book an appointment and receive the Services within Your cooling off period you acknowledge and agree that You will not be able to benefit from the full 14 day cooling off period and You will be required to pay for the Services that You have received during that cooling off period.
You may terminate this Agreement at any time by providing Us with 15 days’ written notice which must not expire before the end of the then current Month. If You are receiving the Services You are responsible for informing the individual receiving the Services that their Plan has been cancelled and that they are not entitled to any further services.
We may end the GP Subscription at any time by writing to you if:
You breach any of the terms of this Agreement; or
Acting reasonably We consider that the Agreement should be ended because clause 3.15, 3.16, or 3.18 applies.
We may withdraw all or part of the GP Subscription. We may write to you to let you know that We are going to stop providing all or part of the GP Subscription. We will use reasonable endeavours to let You know at least 5 days in advance of our stopping the supply of all or part of the Services and will refund any sums You have paid in advance for the GP Subscription which will not be provided.
We will remind You of Your renewal of the GP Subscription not less than once every six months.
Complaints
If You are unhappy with any services You have received you should contact Us at admin@bristolpractice.co.uk. You can also request a full copy of our complaints procedure.
If You are unhappy with our facilities or Service We want to know about it as soon as possible. We will then investigate the situation so that We can explain, apologise and take positive action where necessary. If You tell us as soon as the problem arises, it can often be sorted out straightaway. In many cases, the person looking after You may be able to solve a day-to-day query.
If You are not completely satisfied you can put your comments in writing. We take all comments and complaints seriously. The Bristol Practice Clinician is registered with the relevant governing body (i.e. GMC, NMC, GDC). If You are unhappy with any aspect of Your advice or treatment, please contact Us on admin@bristolpractice.co.uk to enable Us to support You and resolve their complaint.
Please include:
the name of the staff member caring for You, if known,
the date on which You had reason to complain,
the type of treatment You were receiving,
details of Your complaint, and
any further comments you would like us to pay attention to.
Acknowledgements will be sent within three working days of Us receiving the complaint. We will then reply in full as promptly as We can - usually within 20 working days.
If the investigation is still going on after 20 days We will write to You to explain the delay. In very complex cases, which may take more time, We will send you regular progress reports. We may suggest meeting You to talk through Your issues and attempt to resolve them.
Liability
You acknowledge and agree that computer, internet and telecommunications suffer interruptions and are not fault free and We do not make any representation or warranty in relation to such systems or technology. You further acknowledge and agree that occasional periods of downtime for repair, maintenance and upgrading may be required and we cannot therefore guarantee uninterrupted provision of the services.
Where We provide You with third party tools to access the Services or communicate with Us such as (without limitation) telephone, video conferencing or webchat technology (“Tools”):
the Tools are provided "as is",
We give no representation, assurance or warranty regarding the quality, use, availability, content, security, non-infringement or reliability of the Tools,
Use of the Tools is at Your own risk, and
You are responsible for ensuring You have an internet connection and suitable devices,
Subject to clause 9.4, We are responsible to You for foreseeable loss and damage caused by Us. If We fail to comply with these terms, We are responsible for loss or damage You suffer that is a foreseeable result of Our breaking this Agreement 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 the contract was made, both We and You knew it might happen, for example, if You discussed it with Us during the sales process.
We do not exclude or limit in any way our liability to You where it would be unlawful to do so. This includes liability for death or personal injury caused by Our negligence or the negligence of Our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.
We are not liable for business losses. We only supply the GP Subscription services for private, individual use. If You use the Services for any commercial, business or re-sale purpose We will have no liability to You for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Subject to clause 9.3, We shall not be liable to You for any damages, costs or losses in excess of the cost of the Services paid by You to Us.
Subject to clause 9.3, We shall not be responsible or liable for any loss or harm suffered by You travelling to or attending premises to receive the Services.
General
You need Our consent to transfer Your rights to someone else. You may only transfer Your rights or Your obligations under these terms to another person if We agree to this in writing.
This contract is between You and Us. No other person shall have any rights to enforce any of its terms. Neither of Us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
If a court finds part of this contract illegal, the rest will continue in force. 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.
Even if We delay in enforcing this contract, We can still enforce it later. 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.
You acknowledge that the content from the GP Subscription services made available to You is protected by legal rights and interests including copyright and intellectual property rights owned by Us. We do not grant You permission to share any of the content unless explicitly indicated.
You agree not to distribute, publish, duplicate, copy, create, modify, sell, distribute or share portions or all of the Services, the use of the Services or access to the Services for any commercial purposes.
Governing Law and Jurisdiction
These terms are governed by English law and You can bring legal proceedings in respect of the GP Subscription in the English courts.
