Wellness Terms & Conditions | All Health Matters

All Health Matters Wellness Terms and Conditions

These are the terms and conditions on which we supply GP consultations, Health & Wellbeing services, Ear Wax Services and remote health assessments/ GP consultations to you including using any telephone, video conferencing or webchat technology (“Services”).
Please read these terms carefully before you complete the information form and/or make payment. These terms tell you who we are, how we will provide the Services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
We are All Health Matters Limited (“AHM, “we”, “our”) a company registered in England and Wales. Our company registration number is 7148874 and our registered office is at Bank Chambers, Canterbury Road, Lyminge, Kent CT18 8HU. Our VAT registration number is: 984859836 4. You can contact us by telephoning 03300 948900 or by writing to us at wellness@allhealthmatters.co.uk or at our clinic, Castle House, Orchard Close Mews, Orchard Street, Canterbury CT2 8AP.
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us.
“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
These terms set out the full details and constitute the entirety of your agreement with All Health Matters for the Services. Upon payment to All Health Matters 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. You should check these terms from time to time for any changes. By continuing to use the Services you agree to any and all changes made to these terms.

The Services
The Services are provided as-is, as set out on the All Health Matters web pages, AHM marketing communications or as described in our telephone call with you. We may change the Services at any time without giving you prior or express notice of any change.
The Services are only available to individuals who are located in the UK aged 18 years or over.
You agree not to breach this agreement, any codes of conduct, or any other applicable guidelines that apply to the Services or have been communicated to you by us or breach any laws or regulations.
We may need certain information from you so that we can supply the 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 contract 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 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 Services to: (a) deal with technical problems or make minor technical changes; or (b) update the Services to reflect changes in relevant laws and regulatory requirements.
We are not responsible for delays outside our control. If our supply 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.

Payment
The price of the product (which includes VAT) will be the price indicated in our marketing information, on our website or discussed with you when you purchased the Services in our clinic or over the phone or by email. We take all reasonable care to ensure that the price of the Services advised to you is correct. However, please see Clause 16 for what happens if we discover an error in the price of the Services you order.
We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the Services, we will adjust the rate of VAT that you pay, unless you have already paid for the Services in full before the change in the rate of VAT takes effect.
It is always possible that, despite our best efforts, some of the Services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the Services' correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the Services correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mis-pricing, we may end the contract and refund you any sums you have paid.
Payment will be taken before your appointment or in accordance with our cancellation policy (for further detail please see below).

Cancellation and Refunds
Should you wish to rearrange or cancel a booking you should call the admin team on 03300 948900.
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 make a booking in which you are entitled to cancel and receive a full refund of the treatment fee in respect of services not received.
Where the appointment you book means that you will 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.
In addition to your statutory rights, when you book treatment you are entitled to cancel a booked appointment. If you cancel:
1. any time up to 24 hours before the appointment you will receive a full refund; and
2. within 24 hours of the appointment, you will not receive any refund.
Refunds will only be paid to the cardholder or person who made the original payment and will be made through the same means as payment was made.
If you attend a booking and are unable to receive the Services because you are not in an appropriate physical condition, or the treatment is not appropriate for your condition or you do not have the correct technology or equipment to access the Services you will not be entitled to a refund. It is your responsibility to confirm that the treatment you book is appropriate for you and your condition and that (where applicable) you have the correct technology or equipment.
If you cancel the appointment or this agreement where you have a legal right to do so, because we have done something wrong, we will refund you in full for any fees that you have paid for Services not provided.
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.
Where you are not able to agree a convenient time and date to reschedule your booking, your booking for those Services will be cancelled and you will receive a full refund of the fees for the Services.
We may end the contract for the Services at any time by writing to you if: (a) you breach any of the terms of this agreement; or (b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services.
You must compensate us if you break the contract. If we end the contract in the situations set out in Clause 29 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
We may withdraw all or part of the Services. We may write to you to let you know that we are going to stop providing all or part of the Services. 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 Services which will not be provided.

Complaints
If you are unhappy with any Services you have received you should contact wellness@allhealthmatters.co.uk.
You can also request a full copy of our complaints procedure.

Limitations of 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.
Subject to clause 52, 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 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 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.
Please note the Services do not include or provide for the following: referrals into NHS services, NHS prescriptions, prescribing controlled diagnostic tests, fit notes for statutory sick pay, medical examinations and reports which require access to full medical records, antenatal or maternity care or drug and alcohol rehabilitation services.
Subject to clause 34, 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.

Change of Details
You should ensure that your name, address and other contact details provided to All Health Matters are accurate and up to date. Please notify us of any changes as soon as reasonably practicable.

Privacy
We recognise that when you give us personal information (which includes health information) you’re trusting us to take good care of it. Please see https://www.allhealthmatters.co.uk/privacy-policy for more information about how we collect, use and protect your data. If you don’t want to receive marketing about AHM products and services that we think are relevant to you, please email us at wellness@allhealthmatters.co.uk, write to us at All Health Matters, Castle House, Orchard Close Mews, Orchard Street, Canterbury CT2 8APor call our admin team on 03300 948900.

Other
We may use sub-contractors to provide all or part of the Services. References to “All Health Matters”, “AHM”, “we” or “us” in these terms shall include our sub-contractors.
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.
These terms are governed by English law, and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts. We will only conclude this contract in the English language.