Terms & Conditions

Family Doctor Group Limited

At Family Doctor Group, we are committed to providing accessible, high-quality private healthcare through experienced clinicians, trusted diagnostic partners, and leading medical institutions. To maintain this standard of care and ensure fair access for all patients, the following terms and conditions apply to all appointments and services.

Consultation Fees & Payment Terms

Family Doctor Group is a private healthcare provider and all consultations, investigations, procedures and clinical services are chargeable.

The fee for each service is displayed on our website and confirmed at the time of booking. If you have any questions regarding pricing, please contact our team by telephone, email or WhatsApp before confirming your appointment.

Payment Prior to Appointment

All consultation and investigation fees must be paid in full prior to the appointment taking place.

Patients will receive an invoice and payment instructions following booking.

Failure to pay an invoice does not automatically cancel your appointment. Your appointment slot will remain reserved unless you formally cancel or reschedule in accordance with these terms.

Family Doctor Group reserves the right to refuse attendance or postpone appointments where payment has not been received.

Cancellation, Rescheduling & Non-Attendance

We understand that circumstances can change and will always try to accommodate reasonable requests.

Cancellations with More Than 24 Hours’ Notice

Appointments cancelled or rescheduled with more than 24 hours’ notice are eligible for a full refund of the consultation fee.

Cancellations with Less Than 24 Hours’ Notice

Appointments cancelled or rescheduled with less than 24 hours’ notice are subject to a £50 administration fee.

The consultation fee may be refunded, less the administration fee, provided that at least 4 hours’ notice is given before the appointment start time.

Cancellations with Less Than 4 Hours’ Notice

Appointments cancelled with less than 4 hours’ notice are considered a late cancellation and are non-refundable. A £50 administration fee will also apply.

Failure to Attend (DNA/No Show)

Patients who fail to attend their appointment without notifying us will be charged:

The full consultation fee, plus
A £50 administration fee.

Urgent Same-Day Appointments

For appointments booked on the same day, a one-hour grace period is offered to amend or cancel the booking, provided the appointment is more than two hours away.

Late Arrival

Patients arriving late may receive a shortened consultation or may be unable to be seen, depending on clinician availability. In such circumstances, standard cancellation and non-attendance charges may apply.

Exceptional Circumstances

In exceptional circumstances, where there is a genuine and verifiable reason preventing attendance, refunds may be considered at the discretion of management.

Clinic Delays and Cancellation by Family Doctor Group

We endeavour to run all appointments on time. However, occasionally delays or unforeseen circumstances may occur.

If the clinic is running more than 30 minutes late, patients may request to reschedule or receive a full refund.

If Family Doctor Group needs to cancel or postpone an appointment, a full refund of any fees paid will be provided.

Compensation beyond the consultation fee refund is not payable.

Diagnostic Appointments

Attendance for a diagnostic appointment and subsequently declining the investigation or procedure during the appointment will incur an administration charge to cover clinical time and preparation costs.

Administration charges range from:

50% for self-pay patients, depending on the investigation booked.
Up to £350 for insured patients, depending on the investigation booked.

Refund Policy

Consultation fees are non-refundable following completion of the consultation, regardless of:

The clinical outcome;
Whether investigations or referrals are recommended;
Patient disagreement with the clinical advice provided.

Refunds will be provided where required under applicable UK consumer legislation.

Late Payment Charges

Payment for all consultations, investigations and procedures is due before the appointment.

Where payment remains outstanding:

After 7 days: a £50 administration fee will be added.
After 30 days: an additional administration fee may be applied, bringing the total administration charge to up to £150.

Family Doctor Group reserves the right to use debt recovery procedures where appropriate.

Insured Patients

We welcome patients with private medical insurance.

Please note:

Patients remain responsible for ensuring that their insurer authorises treatment prior to attendance.
Any insurance excesses, shortfalls or non-covered services remain the patient’s responsibility.
Excess payments must be settled within 10 days of the appointment.
Where a patient requests that a self-pay appointment already booked be converted to an insured appointment, a £20 administration fee will apply.
Cancellation of insured appointments with less than 24 hours’ notice will incur a £100 administration fee.

Memberships

Family Doctor Group offers a range of individual, family and bespoke membership programmes.

Membership fees are collected monthly and operate on a rolling basis unless otherwise stated.
Complimentary health assessments included within membership packages are subject to completion of the minimum membership term specified.
Bespoke memberships, including cancer and complex care memberships, may have additional terms and conditions which will be outlined in the signed membership agreement.
Membership cancellation require one full months notice.

Vaccinations & Administered Medication

Where a patient requests:

Vaccinations,
Injectable medications,
Infusions,
Or any treatment requiring medication or equipment to be ordered specifically,

payment for the medication and administration fee is required immediately upon confirmation of the appointment.

As medications, vaccines and consumables are ordered specifically for each patient:

Medication and vaccine costs are non-refundable once ordered.
If an appointment is cancelled with more than 24 hours’ notice, the appointment fee may be refunded, but the cost of the medication or vaccine will remain payable.

Payment Authorisation & Acceptance of Terms

By booking an appointment, investigation, procedure, membership or any other service with Family Doctor Group, you confirm that:

You have read, understood and accepted these Terms & Conditions.
You accept responsibility for payment of all consultation fees, investigation fees, treatment costs, administration charges, cancellation fees and non-attendance charges that may apply.
You understand that failure to pay an invoice does not constitute cancellation of an appointment.
You authorise Family Doctor Group to issue invoices for any applicable fees arising under these Terms & Conditions, including cancellation, rescheduling, non-attendance and late payment administration charges.
You agree that any outstanding balances remain payable irrespective of whether treatment is funded personally, through a family member, employer or private medical insurer.
You acknowledge that Family Doctor Group reserves the right to withhold future appointments, reports, referrals or non-urgent services until outstanding balances have been settled in full.

Family Doctor Group reserves the right to amend these Terms & Conditions periodically. The latest version will always be available on our website and will apply to all future bookings and services.