Terms & Conditions

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Protecting your privacy

We are committed to protecting your privacy when dealing with your personal information. The following privacy policies tell you about how we collect your data, how we use it and how we protect it. It also provides you with your rights. If you have any questions about how we handle your data, please feel free to contact us at [email protected].

Click here to read our Patient Privacy Notice
Click here to read our Cookie Policy
Click here to read our LDCV (Video) Terms & Conditions

LDC GP Services Cancellation and Rescheduling Policy

Pre-payment policy

We may require pre-payment/deposit or full payment to secure your appointment with a doctor, nurse, or health care assistant. GP services include the provision of Coronavirus in-clinic testing.

For most services, pre-payment for new patients is up to a maximum of 100% of the standard appointment charge, excluding any medication, tests, or procedures. Previous patients who have failed to attend an appointment will be subject to full payment in advance to secure an appointment.

The remainder of your consultation fee plus any additional tests, medications or service(s) is required to be paid in full in the clinic at the end of your consultation. We accept all major credit cards as well as Apple and Google Pay. Our clinics are all cash-free and we cannot accept cash payments.

Late Policy

We appreciate that sometimes there are unforeseen issues with travel arrangements. To provide the best possible service to all our patients, we ask you to contact us if you are running late 0203 553 0266 so we can make arrangements to ensure you are seen by our doctor, nurse or health care assistant.

Unfortunately, if you are more than 5 minutes late for your appointment without our prior agreement, and we do not have the ability to see you without delaying our next patient, we will treat this as a missed appointment. Our clinics are very busy and this is to ensure we keep to our appointment schedule and do not unfairly inconvenience other paying patients. If we consider you have missed an appointment we will be unable to refund any of your pre-payment/deposit.

Rescheduling

For GP services, you may reschedule your appointment free of charge up to 24 hours before the time of your appointment. You can do this via the link in your email booking confirmation. For Nurse services and health screens, you may reschedule your appointment free of charge up to 48 hours before the time of your appointment. You can do this via the link in your email booking confirmation.

If your booking is less than 24 hours before your scheduled appointment for GP services or less than 48 hours for nurse service and health screens you may reschedule but you will lose any pre-payment or deposit paid for your initial appointment.

Cancellation policy

If you are unable to attend your appointment you agree to let us know at the earliest opportunity. Appointments, including Coronavirus testing but excluding health screens and nurse clinics, can be cancelled up to 24 hours before your scheduled appointment time and any deposit paid will be refunded minus our administration charge of £20. You can do this via the link in your email booking confirmation. If you cancel your appointment or reschedule less than 24 hours before the scheduled appointment time you will not be eligible for any refund on any prepayment. Bookings made less than 24 hours before the scheduled appointment time which are cancelled will forfeit any pre-payment or deposit.

Bookings for nurse clinics and health screens cancelled more than 48 hours before the appointment time will be refunded minus our administration charge of £20. Nurse or health screen bookings cancelled with less than 48 hours notice will not be eligible for any refunds. Bookings made less than 48 hours before the scheduled appointment time will not be eligible for any refunds.

Promotional rates/ Pricing

Appointments booked during a promotional period which are rescheduled, or cancelled and subsequently rebooked, will not be eligible for any promotional rate if the promotion has since closed.

All appointments costs are charged at the prevailing rates at the time of last booking. Appointments rescheduled or cancelled and rebooked are charged at the rates on the date of last booking.

Failure to attend

If you fail to attend your appointment or are more than 5 minutes late to your booked GP services appointment or cancel your appointment within 24 hours (48 hours for Nurse services and health screens) of the scheduled start date you will be deemed to have missed your appointment. You will not be eligible for a refund of any pre-payment or deposit.

DCG will require full payment in advance from any patients deemed to have abused its terms and conditions, or who has previously failed to attend, cancelled or rescheduled a booked appointment with less than 24 hours’ notice.

Refunds

Refunds for eligible pre-payments or deposits will only be made to the card originally used to make the original booking. We will process your refund within 7 days of the request. Once we have processed your refund please allow up to 10 working days for the refund to appear on your statement as the time taken by your bank to credit the refund on your statement is outside of our control.

We cannot refund any medications, vaccinations, tests or treatments once they have been administered or dispensed.

Administration fee

Appointments and home tests that qualify for a refund are subject to an administration cost of £20 which will be deducted from the amount refunded. This is to cover our reasonable costs.

Non-GP Services

London Doctors Clinic works in collaboration with consultants, consultant groups, diagnostic facilities and intermediary parties/brokers to ensure the provision of continuity of care to each patient. These collaborations entail a commercial relationship between the parties whereby a percentage of the fee paid by the patient for the service is shared between London Doctors Clinic and the relevant party.

Pre-payment policy

We require pre-payment/deposit to secure the booking of appointments with our specialists and Consultants.

We will contact you before your consultation to confirm attendance and take the pre-payment/deposit. Pre-payment amounts may vary depending upon the speciality and can be found on our website under “Services”. Pre-payment/deposits will be capped at a maximum of 50% of your total consultation fee. The remainder of your consultation fee and any additional tests, medications or service(s) will be paid in full at the end of your consultation. If you do not pre-pay for your consultation at least 48 hours before its start time, your appointment will be deemed as unconfirmed and cancelled as a result.

We cannot refund any medication, vaccinations, or treatments once they have been administered or dispensed.

Rescheduling

You may reschedule your appointment free of charge up to 48 hours before the time of your appointment. You can do this via the link in your email booking confirmation or by calling us on 020 8003 8553

If your booking is less than 48 hours before your scheduled appointment you may reschedule but you will lose any pre-payment or deposit paid for your initial appointment.

Late Policy

Cancellation policy

If you cancel your appointment within 48 hours of its start time you will not be eligible for a refund of your pre-payment/deposit.

Please note that if you cancel your appointment 48 hours or more before its start time you will receive a refund for the pre-payment charge minus any administration fee.
If the booking is made less than 48 hours before the appointment start time, we reserve the right to take the pre-payment/deposit at the time of the booking.
If a consultation is missed or cancelled as a result of scheduling errors on the part of DCG or failure of the specialist to attend, then we will refund the pre-payment charge made on your debit/credit card.

Failure to Attend

If you fail to attend your consultation or are more than 5 minutes late to your consultation you will be deemed to have missed your appointment. You will not be eligible for a refund of your pre-payment/deposit.

Promotional rates/ Pricing

Appointments booked during a promotional period that are rescheduled, or cancelled and subsequently rebooked, will not be eligible for any promotional rate if the promotion has since closed.

All appointments costs are charged at the prevailing rates at the time of last booking. Appointments rescheduled or cancelled and rebooked are charged at the rates on the date of last booking.

Refunds

We cannot refund any medications, vaccinations, tests or treatments once they have been administered or dispensed.

Administration fee

Appointments and home tests which qualify for a refund are subject to an administration cost of £20 which will be deducted from the amount refunded. This is to cover our reasonable costs incurred.

Privacy

By accepting these Terms and Conditions, you acknowledge that you understand, have read and will abide by DCG’s Patient Privacy Policy, DCG’s Website Privacy Policy and DCG’s Cookie Policy (all as updated from time to time in accordance with its terms), which are part of these Terms and Conditions by reference.

Applicable law:

These Terms and Conditions are governed by English law and you can bring legal proceedings in respect of our Services 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.

Notices:

DCG may contact you by email to the email address provided in your account, by written communication to the postal address provided in your account or by a general notice on the system.

Contact:

You may contact us at any time via the [email protected] or by calling 020 8003 8553.