Terms and Conditions

The use of this website and our services is subject to the following Terms and Conditions. By accessing this website or registering as a patient of the clinic you agree to be bound by the Terms and Conditions set out below. It is the intention of Coyne Medical Ltd that all terms of a financial contract between the member and Coyne Medical Ltd are contained in this document. If you have any queries then do not hesitate to contact us at contact@coynemedical.com or 020 7731 3077. You must read, agree and accept all of the terms and conditions contained in this agreement and our Privacy Policy.

These terms and conditions are governed by and construed in accordance with English law and you agree that the English courts will have exclusive jurisdiction for any dispute under this agreement. The laws of your country may be different from English law and there may be additional legal requirements for you to use our website or services. You must comply with all applicable local and international laws, statutes and regulations regarding your use of our website and services. We cannot monitor the laws of every country and it is your responsibility to ensure that your use of our website and services is legal.

This agreement includes those terms and conditions expressly set out below and those incorporated by reference. We strongly recommend that you also access and read any other information contained on other pages or websites referred to in this notice, as they may contain further terms and conditions that apply to you. Please also refer to our Privacy Policy. We may amend these Terms and Conditions at any time by posting an amended agreement on our website. Any amended Terms and Conditions will govern new user registrations from the date that it is posted and existing users will be bound by the amended agreement after the expiry of 14 days following the date of posting.

Nothing in these Terms and Conditions shall create or be construed to imply any agency, partnership, joint venture, employee-employer relationship or franchisor-franchisee relationship between you and us. Headings are for ease of reference purposes only and in no define, limit, construe or describe the scope or extent of such section. If any provision of these Terms and Conditions is held to be invalid or unenforceable; such provision shall be struck out and the remaining provisions shall remain in full force and effect. You cannot assign this agreement but we may assign it at our sole discretion. Our failure to act with respect to a breach by you or others shall not be considered as a waiver of right to act with respect to subsequent or similar breaches. Any person who is not a party to this agreement has no rights under the contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement. This does not affect any right or remedy generally available to such a third party in law or otherwise.

Definitions

‘Coyne Medical Ltd’ or ‘Coyne Medical’ mean the private limited company Coyne Medical Ltd, registered in England and Wales, registered company number 11562188. The registered address is 660 Fulham Road, London SW6 5RX.

‘Clinic’ means any clinic operated by Coyne Medical Ltd.

‘Member’ means a patient registered at the clinic.

‘Membership’ is offered in three different categories including Teal, Sage and Opal membership. Members in the Sage and Opal categories pay a regular monthly subscription.

MEMBERSHIPS

There are 3 different levels of membership: Teal, Sage and Opal. Please read the descriptions below carefully to ensure you choose the correct membership for your needs. All clients will be required to provide credit or debit card details on registration. These are stored securely using Stripe. Stripe is used worldwide by banks and companies to securely store card details using the highest level of encryption. Our staff do not have access to these details, we can only see the last 4 digits of your card and expiry date. A copy of all paid invoices will be sent by email. You may choose to pay by an alternative card at the time of the invoice being issued. In the case of another person completing the registration for a patient, for example a parent they are agreeing to be responsible for the payment of all invoices.

1.1 TEAL MEMBERSHIP DETAILS

Patients may register to become a member of the clinic to use the clinic services on a pay-as-you-go basis. Please see our website for an up-to-date price list for services or contact our reception team.

1.2 SAGE MEMBERSHIP DETAILS

The Sage membership scheme enables patients to use the clinic’s services with the security of regular fixed subscription fee.

Sage members pay a monthly subscription fee per person. Discounts are available for family or household groups. Please see our price list for details.

Sage members enjoy the following membership benefits:

GP Consultations within clinic opening hours FREE

Telephone or video GP consultations within clinic opening hours FREE

Email follow-up for post GP consultation FREE

Online and telephone appointment booking FREE

Online access to health records and test results FREE

Developmental GP health checks for children FREE

Prescription completion (not including the actual medication cost) FREE

Immunisations including childhood immunisations at a discounted rate, please see our website or contact our reception team for the most up-to-date price list.

Repeat prescriptions (not including the actual medication cost) within 12 months of the last consultation FREE.

Health screenings at a discounted rate.

Attendance at Coyne Medical members lectures and seminars FREE

Subscription fees do not include vaccinations, home visits, laboratory fees, imaging fees, investigation fees, cryotherapy, aesthetic consultations, consultation with other therapists, consultations with other specialists and consultations outside of clinic opening hours.

Subscription fees are payable monthly starting on the date of joining and at 1-month intervals thereafter. Subscription fee payments should be made online or at the clinic by monthly recurring credit/debit card payment. All credit/debit card information is processed through our secure payment gateway and processing partners Chargebee, Worldpay and Stripe. Coyne Medical Ltd does not have access to or store your credit, debit card or bank account details. We accept all major credit and debit cards including Apple Pay and American Express. We do not charge you any delivery or transaction fee in addition to your monthly subscription fees. We can only accept payments in British Pounds (GBP).

1.3 OPAL MEMBERSHIP DETAILS

The Opal membership scheme enables patients to use the clinic’s services with the security of regular fixed subscription fee.

Opal members pay a monthly subscription fee per person. Discounts are available for family or household groups. Please see our price list for details. Our Opal membership includes an Advanced Wellness Evaluation annually.

Opal members enjoy the following membership benefits at no additional cost:

GP Consultations within clinic opening hours FREE

Telephone GP consultations within clinic opening hours FREE

Email follow-up post GP consultation FREE

Online and telephone appointment booking FREE

Online access to health records and test results FREE

Developmental health checks for children FREE

Immunisations including childhood immunisations at a discounted rate, please contact our reception team for the most up-to-date price list.

Prescription completion (not including the actual medication cost) FREE

Repeat prescriptions (not including the actual medication cost) FREE

Advanced Wellness Evaluation annually FREE

Attendance at Coyne Medical member lectures and seminars FREE

2. ADDITIONAL CHARGES

Any additional charges will be advised to patients before they are charged, prices for individual items are also available through our website and by contacting our reception. If you have any queries or questions regarding fees please do not hesitate to ask for clarification. Please note additional fees may be incurred for vaccinations, laboratory fees, procedure fees, telephone consultations outside clinic opening hours and home visits. All such fees are payable immediately after the provision of service, for some consultations or health screening payment may be required in advance.

3. CANCELLATION

Sage and Opal Members:

Sage and Opal members will be liable to pay monthly subscription payments by recurring debit or credit card for the duration of their membership. This will be automatically renewed each month unless the member gives notice.

New members may cancel their membership within 14 days of joining and receive a full refund.

If the clinic’s services have already been used within the 14-day period they will receive a full refund minus any reasonable costs incurred, which will be based on our fees for consultations or other services provided at Teal membership rates.

After the first 14 days of joining members may cancel their membership at any time. Within the first 3 months of membership, 2 month’s notice is required. After 3 months of membership, 1 month’s notice is required.

Cancellation requests may be made in writing to Coyne Medical, 660 Fulham Road, London SW6 5RX, UK or by email accounts@coynemedical.com. Cancellations will be confirmed in writing and it is the member’s responsibility to ensure their cancellation request has been received and confirmed by the clinic.

Gift vouchers for membership must be redeemed to begin membership within 12 months from the date of issue.

4. REFUNDS

Sage and Opal membership sign-up fees are non-refundable beyond the first 14 days of membership. Sage and Opal membership fees paid in advance which relate to a period after termination of membership will be refunded.

In unexpected circumstances such as redundancy or moving house Coyne Medical may waive the required notice periods and refund membership fees paid in advance that relate to a period after termination, supporting information may be requested in such cases.

Fees paid for additional services such as vaccinations, laboratory fees and home visit fees are incurred at the time of provision, and therefore they are not refundable.

Gift vouchers may not be exchanged for any monetary value.

5. REGISTRATION

All persons registering with the clinic will be asked to complete a registration questionnaire and this will include confirmation of preferred communication methods, whether they wish their records to be routinely shared with their NHS GP and they will be asked to provide photo identification, to prevent fraud. When a child is registered the details of those with parental responsibility will also be sought. All patients registering will be required to provide a credit card as a guarantee of payment, this is stored securely using Stripe which has the highest level of bank security and encryption, our staff do not have access to your card or bank details at any time.

In the event that an invoice is not settled by the client on the date of issue, Coyne Medical Ltd may charge the card details stored on file after 7 days. In this event, Coyne Medical Ltd will provide at least 48 hours advance notice by email. If you wish to settle the invoice using an alternate payment method this may be done at the time of the invoice being issued.

6. SERVICES PROVIDED BY COYNE MEDICAL

Coyne Medical undertakes to provide a private GP service to its members within the clinic opening hours. Fully qualified General Practitioners on the GP Register of the General Medical Council will provide consultations. A practice nurse registered with the Nursing and Midwifery Council, for example for blood pressure checks or vaccinations, may also see patients. The clinic is fully registered with the Care Quality Commission.

Appointments are available within the clinic opening hours. Appointments may be booked online, by telephone, by email or in person. Patients will usually be able to see a doctor of their choice, but in an emergency or if an urgent appointment is requested this may not be possible. Appointments may be booked up to 4 weeks in advance or on the same day. In the unlikely event, that a same-day appointment is not available a doctor will always discuss your medical concerns over the telephone and arrange medical attention as needed. Patients who live outside of our local area may be directed to attend a local service depending on their medical needs. Patients must be within the United Kingdom to receive medical care including that by email, telephone or video consultation.

Occasionally circumstances beyond our control may limit the availability of services provided by the clinic such as the unavailability of vaccines from suppliers. The clinics is located at 660 Fulham Road, London SW6 5RX. In case of emergencies such as fire or flood, the clinic services may be provided at an alternative location for a short period. If the clinic permanently moves location at least 3 months’ notice will be given to all members.

7. Clinic Opening Hours

The clinic’s core opening hours are 09:00 to 18:00 Monday to Friday and 10:00-14:00 Saturdays. The clinic is usually closed on Sundays and public holidays and Easter Saturday. Members will be given at least 3 months’ notice of any planned changes to clinic opening hours.

7.1 Home Visits Within Clinic Opening Hours

Members of the clinic who feel they are not able to attend the surgery for consultation should contact the surgery for advice from a doctor over the telephone on 020 7731 3077. If a doctor agrees a home visit is medically required it will be arranged as soon as possible depending on the availability of the doctor to attend. We usually only undertake home visits for members within the following London postcodes SW6, SW7 and SW10. Please see our price list for the current fees. In the rare event that a doctor is not available to attend then we may direct patients to our colleagues at the Doctorcall service.

8. CARE OUTSIDE OF CLINIC OPENING HOURS

Members are able to access GP care 24 hours per day 7 days per week 365 days per year within London through our partnership with Doctorcall. They are highly experienced GPs who specialise in providing a service overnight and at weekend to private patients in London. Members of the clinic who are in need of urgent medical attention outside of clinic operating hours should firstly contact the clinic doctors on the usual clinic telephone number +44 20 7731 3077, they will receive details of how to contact Doctorcall. Home visits will usually be available on the same day, an expected arrival time will be provided when you call and you will be kept informed of any significant delay at the earliest opportunity. Doctorcall will send us a report of your visit the next working day. The patient will be responsible for all fees due to Doctorcall.

In a medical emergency, patients may be directed to call the emergency services on 999 or attend their nearest Accident and Emergency department.

9. LIABILITY

9.1. All General Practitioners and nurses practicing at Coyne Medical will have appropriate professional medical indemnity for their work.

9.2. Other medical specialists and therapists also provide professional services at Coyne Medical Ltd clinic locations. These other professionals include for example Consultants who specialise in dermatology, ultrasound and therapists. Coyne Medical Ltd assists in appointment booking, and inquiries and provides invoicing services on their behalf. In addition to ensuring they are appropriately qualified to provide their professional services. These doctors and other specialists retain all professional responsibility and liability for the clinical care they provide. Any complaint regarding their service should be directed to the healthcare professional who has provided the care.

9.3. Please take care of your personal property whilst at Coyne Medical, our liability to compensate you (in the case of loss or damage other than death or personal injury) is limited to a reasonable amount having regard to such factors as whether the damage was due to a negligent act or omission by us.

10. FORCE MAJEURE

Where the performance by Coyne Medical Ltd of its obligations under these terms and conditions is delayed, hindered or prevented by an event or events beyond its reasonable control and against which an experienced service provider could not be reasonably have been expected to take precautions, Coyne Medical Ltd shall promptly notify the patient, in writing, specifying the nature of the force majeure event and stating the anticipated delay in the performance of its service.

Coyne Medical Ltd shall have no liability to a Member or Non-Member for any failure to deliver the services or any delay in doing so for any damage or defect to the services provided that is caused by an event, including without limitation strikes and other industrial disputes, extreme weather, epidemic, pandemic, terrorist incidents, breakdown of systems or network access, flood, fire, explosion, earthquake, windstorm, other nature disasters, war, civil war, riots or Government action preventing the delivery of services.

Whilst Coyne Medical Ltd will do everything it can to ensure prompt service, Covid-19 tests are highly scientific tests, they must be processed by an external government-accredited laboratory that may from time to time experience delays during the ongoing pandemic. We can accept no responsibility for financial losses, travel cancellations, disruption, or refusal to travel due to failed or later delivery of the test kit and/or reported test results.

11. DATA PROTECTION

It is necessary for the purpose of providing healthcare for Coyne Medical to retain members’ personal data including identity, contact details and medical information. All information is held within a secure and encrypted computer system. Patients may request copies of their medical records at any time, in accordance with our Access to Medical Records policy available on request or from reception. We will not share your information with any other parties without your express consent, except in cases of emergency such as a life-threatening illness. We comply with the Data Protection Act 1998 and are registered with the Information Commissioner’s Office. Please also see our privacy policy for further information.

All Covid-19 test results will be reported to Public Health England, this is a legal requirement, in the event of a positive test your contact details may be passed to authorities including the NHS Test and Trace service.

12. NATIONAL HEALTH SERVICE (NHS) CARE

Members are encouraged to continue their registration with an NHS GP if they are entitled to NHS care. The clinic will liaise with any other healthcare professionals involved in your care, with your consent, as needed.

13. PRIVATE MEDICAL INSURANCE

If you think you may be able to claim GP consultation fees and any other fees please check with your insurer in advance. Coyne Medical will provide assistance in the form of reports, correspondence and receipts as needed. You will usually be required to pay your invoices directly and then make any claims for reimbursement in accordance with your insurance policy. If you have pre-authorisation from your insurer then we may be able to bill them directly, please discuss with reception if you wish to do this in advance of your consultation. Where pre-authorisation has been obtained and Coyne Medical Ltd have agreed to invoice the insurer directly if payment has either not been received or declined by a third party or not paid in full within 3 months of the date of invoice being issued the patient (or their responsible parent in the case of a minor) will be responsible to make immediate payment to Coyne Medical Ltd. For this reason, we will require all clients to provide debit or credit card details to be stored on file. In the event of non-payment by an insurer or any other third party you will be given at least 48 hours advance notice by email that a charge made against the card details stored on file. Due to the additional costs incurred in billing insurance companies directly the charge may be higher than our self-pay fees.

14. TERMINATION OF MEMBERSHIP AGREEMENT BY COYNE MEDICAL

The clinic will not tolerate violent, aggressive or abusive behaviour. Coyne Medical Ltd reserves the right to immediately terminate its contract with any patient who is violent, aggressive or abusive. In these circumstances, any membership fees paid in advance that relate to a period after termination will be refunded in full.

We may immediately issue a warning and deny your access to all or part of the website or refuse to provide our services to you without notice if:

You are in breach of any part of this agreement.
We cannot, for any reason, verify or authenticate any information you provide to us.
We believe that your actions may cause legal liability for us, you or any other user.
We believe that we can no longer provide you with safe medical care, including where there has been a breakdown of trust between the patient and doctor.

15. UNPAID INVOICES

Coyne Medical Ltd may terminate this agreement if any membership fee remains unpaid 30 days after its due date for payment. Fees for other services are payable at the time of provision. In the event of a client having an unpaid invoice over 30 days, Coyne Medical Ltd may refuse to provide further services until the invoice has been settled.

16. CANCELLATION POLICY

Patients are kindly reminded that cancellations made within 4 hours of the scheduled appointment will incur a cancellation fee equivalent to 10% of the original booking amount.

Cancellations made more than 4 hours in advance will not be subject to any charges.

Notification of Cancellation:

It is imperative that patients promptly notify Coyne Medical of any cancellations. Notification can be submitted by contacting our reception at 020 7731 3077 (between 09:00-18:00, Monday to Friday and 10:00-14:00 on Saturday or via email at reception@coynemedical.com.

17. FAILURE TO ATTEND

In the event of non-attendance without prior notification, patients will be charged the full amount of the scheduled appointment.

Exceptional Circumstances:

Coyne Medical recognises the occurrence of unforeseen circumstances. Patients encountering such situations are encouraged to contact us at their earliest convenience to discuss and potentially mitigate any associated charges.

Refunds and Credits:

Consideration for refunds or credits due to cancellations/ failure to attend will be subject to individual review by our Practice Manager.

Payment Methods:

Cancellation/failure to attend fees will be processed using the payment method provided during the initial booking, be that Chargeebee or if we have your card on file. If we do not have details to charge, we shall send an invoice. Failure to pay these may accrue further charges or be sent to a debt collector.

Failure to confirm appointment:

All patients are required to complete registration prior to their first appointment. This includes a new patient questionnaire, credit/debit card registration as security and supply photographic identity. If these have not been completed within 24 hours of your appointment time then we reserve the right to cancel your appointment.

Rescheduling:

Patients seeking to reschedule appointments are asked to provide a minimum of 4 hour’s notice to avoid incurring cancellation fees.

If we have to cancel your appointment:

In the rare situation that Coyne Medical Ltd has to cancel your appointment, you will be offered a further appointment as soon as possible. You will also be able to access telephone advice in case of any urgent medical problem, at no additional cost. For certain services which are booked and paid for in advance, an administration fee may be payable for cancellation due to fees already incurred by the clinic when the appointment was booked.

18. MEMBERSHIP FEES REVIEW

Monthly recurring membership fees will be reviewed annually on 1st July. Members will be given at least 3 months’ notice of any change to membership fees. Members not wishing to continue their membership at the new rates may cancel with at least 1 month’s notice. Coyne Medical Ltd will refund any advance membership fees paid which relate to a period after the termination of membership.

19. COMPLAINTS

Coyne Medical Ltd sets itself the highest standards of care if we fail to meet our own high expectations then please let us know immediately. We know that sometimes things may go wrong, but we will always do our best to put them right as soon as possible. If you are unhappy with the service, you have received then please contact us. A full copy of our complaints policy is available from the practice reception or by email contact@coynemedical.com.

20. TRADEMARKS, COPYRIGHTS AND RESTRICTIONS

This website and all materials on it, including, but not limited to, images, are the sole property of Coyne Medical Ltd and are protected from unauthorised copying and dissemination by copyrights law and trademark law. You may not reproduce, republish, upload, post, transmit or distribute in any way whatsoever any materials from coynemedical.com without the prior written permission of Coyne Medical Ltd.

21. ACCEPTABLE USE

You acknowledge that you are responsible for all communications sent via or to this website and agree to your use of this website for proper and lawful purposes only. You will not carry out any act or omission or procedure which would

damage, delay, interrupt or impair the use of this website or its software;
cause any illegal, offensive, defamatory material to be placed on or associated with this website;
be in breach of any copyright, trademark, privacy, confidence, or any other third-party right; or
cause any inconvenience to its employees, servants, agents, software and other suppliers or any other third party (including, without limitation, creating or procuring software viruses, chain letters, unsolicited communications and ‘spam’).

In the event that you breach any of these Terms and Conditions, you will indemnify and keep indemnified Coyne Medical Ltd, employees, servants, agents, professional advisors, suppliers and affiliates from time to time against all damages, losses, claims, costs, charges, awards, orders, judgments and other liabilities suffered or threatened as a result of a breach of these conditions.

22. GIFT VOUCHERS

Redemption Period
- Gift vouchers for membership must be redeemed to activate the membership within 12 months from the date of issue. Memberships must commence on the redemption date, remain continuous, and are non-transferable.
- Gift vouchers for health screening must be redeemed within 12 months from the date of issue.
Usage
- Vouchers can only be redeemed for Coyne Medical memberships, GP consultations and health screening services and cannot be applied to other services or products.
Booking Requirements
- All services redeemed with vouchers are subject to availability. Advance booking is required, and voucher details must be provided at the time of booking.
No Cash Value
- Vouchers cannot be exchanged for cash or any monetary value.
Single Use and Balances
- Vouchers must be used in a single transaction. Any unused balance will not be refunded or carried forward.
Lost, Stolen, or Damaged Vouchers
- Coyne Medical is not responsible for lost, stolen, or damaged vouchers. Replacements will not be issued under any circumstances.
Legal Compliance and Exclusions
- Gift vouchers are valid only for services at Coyne Medical and are subject to our standard terms and conditions. Additional exclusions may apply.

18 September 2024