Terms of Service

These terms of service (“Terms”) govern your use of the AtWell Clinic website at wellclinics.co.uk (“the Website”) and the clinical and healthcare services provided by AtWell Clinic (“the Clinic”, “we”, “us”, “our”).

AtWell Clinic is operated by MRL Health Ltd, registered in England and Wales (company number 16582187), with its registered address at 164 Station Road, Balsall Common, CV7 7FD.

By accessing the Website or using our services, you agree to be bound by these Terms. If you do not agree, please do not use the Website or our services.

1. About our services

AtWell is a private GP and health clinic (CQC registration in progress). We provide general practice consultations, physiotherapy, dedicated health services, diagnostic testing, minor surgery, vaccinations, health assessments, and related healthcare services. A full list of our services is available on the Services page of our website.

All clinical services are delivered by appropriately qualified, registered healthcare professionals. Our clinicians are registered with the relevant professional bodies (such as the General Medical Council, the Health and Care Professions Council, or the Nursing and Midwifery Council) and maintain valid professional indemnity insurance.

2. Website use

The content on this Website is provided for general information purposes only. While we make reasonable efforts to keep the information accurate and up to date, we do not warrant that it is complete, accurate, or free from error.

Nothing on this Website constitutes medical advice. The information provided is not a substitute for a consultation with a qualified healthcare professional. You should not rely on any content on this Website to make decisions about your health. If you have a medical concern, please book an appointment or contact your GP.

In a medical emergency, call 999 immediately.

3. Booking and appointments

Appointments may be booked through our online booking system, by telephone, or by email. When you book an appointment, you enter into a contract with MRL Health Ltd for the provision of the agreed clinical service at the agreed fee.

We ask that you provide accurate and complete information when booking, including your full name, date of birth, contact details, and relevant medical history. Providing inaccurate information may affect the safety and quality of your care.

Cancellation policy

We understand that plans change. We ask that you give us at least 24 hours’ notice if you need to cancel or reschedule an appointment. Appointments cancelled with less than 24 hours’ notice, or where the patient does not attend without notification, may be subject to a cancellation fee of up to the full appointment cost. This policy exists to ensure that appointment slots remain available for other patients who need them.

4. Fees and payment

Our service fees are published on our website and are communicated to you at the time of booking. All prices are inclusive of VAT where applicable (most healthcare services are exempt from VAT).

Payment is due at the time of your appointment unless alternative arrangements have been agreed in advance (for example, where your private medical insurer will be billed directly). We accept payment by debit card, credit card, and bank transfer.

Where additional investigations, referrals, or follow-up care are recommended during your consultation, your clinician will discuss the associated costs with you before proceeding. You are never obligated to proceed with any recommendation.

Insurance patients

If you intend to claim through a private medical insurer, it is your responsibility to confirm that your policy covers the service you are booking and to obtain any required pre-authorisation before your appointment. We will submit claims on your behalf where we have a direct settlement agreement with your insurer. If your insurer declines to cover any part of the cost, you will be responsible for the outstanding balance.

5. Clinical care

We are committed to providing safe, effective, and patient-centred care. All clinical decisions are made by your treating clinician in accordance with current evidence-based guidelines and their professional judgement.

Your clinician will explain the nature of any proposed investigation or treatment, the expected benefits and risks, and the alternatives available to you. You are free to ask questions, seek a second opinion, or decline any aspect of your care at any time.

We will seek your informed consent before carrying out any examination, investigation, or treatment. For certain procedures, written consent will be required.

6. Your responsibilities

To help us provide the best possible care, we ask that you:

• Provide honest and complete information about your health, medications, allergies, and medical history.
• Follow agreed treatment plans and let us know if you have any concerns.
• Attend appointments on time or notify us promptly if you need to cancel.
• Treat our staff and other patients with courtesy and respect.
• Let us know if your contact details change.

We reserve the right to terminate the patient relationship where there has been a serious or persistent breach of these responsibilities, including but not limited to abusive or threatening behaviour towards our staff.

7. Limitation of liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.

To the extent permitted by law, we shall not be liable for any indirect, incidental, or consequential loss or damage arising out of or in connection with your use of the Website or our services. Our total liability to you for any claim arising from clinical services shall not exceed the fees paid by you for the service giving rise to the claim.

We do not guarantee specific health outcomes. Medicine involves inherent uncertainty, and results may vary between patients.

8. Intellectual property

All content on this Website — including text, images, graphics, logos, and design — is the property of MRL Health Ltd or its licensors and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or otherwise use any content from this Website without our prior written permission, except for personal, non-commercial use such as printing a page for your own reference.

9. Third-party links

Our Website may contain links to third-party websites for your convenience. We have no control over the content, privacy policies, or practices of those sites and accept no responsibility for them. Following a link to a third-party site is at your own risk.

10. Privacy

We take your privacy seriously. Our Privacy Policy explains how we collect, use, and protect your personal data. By using our services, you acknowledge that you have read and understood our Privacy Policy.

11. Complaints

We hope that you will be happy with the care and service you receive. If something falls short of your expectations, we want to hear about it. Please see our Complaints Procedure for details on how to raise a concern.

12. Changes to these terms

We may update these Terms from time to time. The revised version will be posted on this page with an updated date. Continued use of the Website or our services after any changes constitutes your acceptance of the new Terms.

13. Alternative dispute resolution

AtWell Clinic is not currently a member of an approved Alternative Dispute Resolution (ADR) scheme. If you have a complaint you wish to resolve, please follow our Complaints Procedure. Alternatively, you may seek independent legal advice.

14. Governing law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact us

If you have any questions about these Terms, please contact us:

AtWell Clinic (MRL Health Ltd)
164 Station Road, Balsall Common, CV7 7FD
Email: hello@wellclinics.co.uk
Telephone: 01676 545111