CLINICA VITALIS
TERMS AND CONDITIONS
Effective: 7 August 2026
These Terms govern use of the Clinica Vitalis website and the booking and provision of services by CLINICAVITALIS LTD. They are intended to be read together with any service-specific information, consent documentation, treatment plan, booking information and the clinic Privacy Notice.
Nothing in these Terms limits rights or remedies that cannot lawfully be excluded under applicable UK law.
- Business information
Clinica Vitalis is operated by CLINICAVITALIS LTD, company number 16932326, registered office and clinic address: 52 The Ropewalk, Nottingham, NG1 5DW, United Kingdom.
Telephone: 0115 902 9007. Website: clinicavitalis.co.uk.
References to “Clinica Vitalis”, “the clinic”, “we”, “us” or “our” mean CLINICAVITALIS LTD unless a service is expressly stated to be provided by another organisation.
- Scope of services
Clinica Vitalis provides private outpatient medical, skin health and aesthetic services. Services may include private GP consultations, sleep medicine, weight management, hormonal health, dermatology, minor procedures, skin assessment, laser and IPL treatments, HydraFacial, injectable treatments, skincare and other services introduced by the clinic.
Not every service is suitable for every patient. Availability, scope and the clinician providing a service may change.
- Website information
Website content is provided for general information and education. It is not a substitute for individual medical assessment, diagnosis or treatment.
Information may be updated without notice. If website information conflicts with information given to you specifically by your treating clinician about your care, the individual clinical advice should be followed or clarified with the clinic.
- Emergencies and urgent care
Clinica Vitalis is an outpatient private clinic and is not an emergency service. Patients with a medical emergency should use the appropriate NHS emergency service. The clinic cannot guarantee same-day assessment, continuous monitoring or out-of-hours clinical cover unless expressly stated for a particular service.
- Eligibility, identity and safeguarding
Patients may be asked to provide sufficient identification, contact information and relevant medical information to allow safe care and accurate records.
Age restrictions depend on the service. Most elective aesthetic treatments are provided only to adults aged 18 or over. Medical services involving children or young people are provided only where the clinic has confirmed that the service is within scope and appropriate consent arrangements are in place.
We may decline, defer or stop a service where there are clinical, safeguarding, capacity, consent, conduct or safety concerns.
- Clinical assessment and professional judgement
All clinical services are subject to professional assessment and judgement. A booking or payment does not guarantee that a particular investigation, treatment, procedure, medicine, prescription, referral, certificate or letter will be provided.
Clinicians may recommend a different option, further assessment, investigation, referral, postponement or no treatment where this is considered clinically appropriate.
Clinical decisions are made independently in the patient’s interests and will not be altered solely because a patient has paid for a consultation or requested a particular intervention.
- Consultations
A consultation is a professional service in its own right. The consultation fee is payable for the clinician’s time, assessment and professional judgement, regardless of whether the outcome is a prescription, investigation, procedure or referral.
Consultation duration is approximate. Where a patient presents several complex issues, the clinician may prioritise the most important matters and recommend a further appointment.
Follow-up consultations are chargeable unless the service description or clinician expressly states that a particular review is included.
- Prescribing and medicines
Prescription medicines are supplied only where a suitably authorised prescriber considers them clinically appropriate.
Payment for a consultation or programme does not guarantee initiation, continuation, renewal, dose escalation or supply of any medicine.
Patients must provide accurate information about medicines, allergies, medical history, pregnancy status where relevant, and care received elsewhere.
Medication and dispensing charges are separate from consultation fees unless expressly stated otherwise. Medicines may be supplied by an independent pharmacy and are subject to that pharmacy’s availability, delivery arrangements and terms.
Where monitoring, blood tests, measurements or review are clinically required for safe prescribing, continued prescribing may be withheld until those requirements are met.
- Investigations, pathology, histology and imaging
Blood tests, pathology, histology, imaging and other investigations may be performed or reported by independent laboratories, hospitals, imaging providers or other third parties.
Unless expressly included in a published package, investigation fees are separate from consultation and procedure fees. The clinic will aim to make known charges clear before proceeding where reasonably possible.
Some investigations may lead to additional clinically appropriate tests, specialist review or referral. These may incur additional charges and will not normally be undertaken without appropriate discussion, except where a laboratory performs necessary ancillary work as part of its normal diagnostic process.
Quoted turnaround times are estimates rather than guarantees. Delays can occur because of transport, laboratory processing, sample quality, specialist review or other factors outside the clinic’s control.
Where histology is required following removal or biopsy of tissue, the histology charge may be separate from the advertised procedure fee where this is stated before treatment.
- Referrals, letters, certificates and reports
Referrals, medical letters, certificates and reports are issued only where clinically and professionally appropriate.
Additional administrative or professional fees may apply where a document falls outside the consultation or service purchased. Any applicable fee should be made clear before the additional work is undertaken.
The clinic cannot guarantee that another provider, insurer, employer, NHS service or other recipient will accept a referral, letter, certificate, investigation or recommendation.
- Aesthetic and skin treatments
Aesthetic treatments are elective and individual outcomes vary. No specific cosmetic result can be guaranteed.
Suitability may depend on medical history, skin type, current medication, sun exposure, previous treatment, pregnancy or breastfeeding status, infection risk and other factors.
Patch testing, photography, skin preparation or a waiting period may be required before laser, IPL or other treatments. Treatment will not proceed where required safety steps have not been completed.
- Consent and clinical photography
Consent is an ongoing process. Patients may withdraw consent before a procedure or treatment begins, subject to any fair charges already incurred under the booking and cancellation provisions.
Clinical photographs or imaging may be required for medical records, treatment planning, safety or monitoring.
Use of identifiable patient images for marketing, publicity or promotional purposes requires separate consent. Refusal of marketing consent will not affect access to care.
- Booking and appointment confirmation
Appointments may be booked through the clinic website, approved online booking platforms, telephone, email, messaging channels or in person.
A booking is confirmed only when the required booking steps have been completed and any required payment or deposit has been received.
Third-party booking and payment platforms facilitate administration. Unless clearly stated otherwise, the clinical contract remains with CLINICAVITALIS LTD.
- Prices and payment
Prices may be updated from time to time. The price confirmed at the time of booking or purchase applies to that booking, subject to correction of an obvious pricing error.
Some services are priced ‘from’ a stated amount because the final cost depends on assessment, treatment area, product quantity, investigation requirements or clinical complexity.
Patients will be informed of material additional charges before they are incurred where reasonably possible.
Medical services may have a different VAT treatment from aesthetic, cosmetic, retail or administrative services. Any price presented to a consumer as the amount payable will be treated as inclusive of applicable VAT unless clearly stated otherwise.
- Deposits and advance payments
A deposit or advance payment may be required to reserve clinician time, treatment time, equipment or other resources.
A deposit is applied to the amount due for the booked service where the appointment proceeds.
If a patient cancels, reschedules or fails to attend, the clinic may retain or charge an amount that is reasonable in the circumstances, taking account of notice given, resources committed, costs already incurred and the clinic’s ability to fill the appointment.
The clinic will not rely on a blanket ‘non-refundable’ label to retain a payment where doing so would be inconsistent with the patient’s statutory rights.
- Cancellation, rescheduling and non-attendance
Unless different terms are clearly stated when booking a particular service, patients should give at least 48 hours’ notice to cancel or reschedule.
Where less than 48 hours’ notice is given, or a patient does not attend, the clinic may retain a deposit or apply a reasonable cancellation or non-attendance charge reflecting the circumstances and likely loss caused by the late cancellation.
Where the appointment can be filled or the clinic’s actual loss is materially reduced, this may be taken into account.
Repeated late cancellation or non-attendance may result in advance payment being required or future bookings being declined.
Service-specific cancellation terms may apply to procedures, long appointments, visiting clinicians, externally ordered products or services requiring significant advance preparation. These will be communicated before the patient is bound by the booking.
- Late arrival
Late arrival may reduce the time available for an appointment. The clinician will not compromise safety or appropriate assessment to complete a service within insufficient time.
If an appointment cannot safely or reasonably proceed because of late arrival, it may be treated as a late cancellation. Any charge will be applied reasonably in accordance with these Terms.
- Cancellation or change by the clinic
The clinic may need to change or cancel an appointment because of clinician illness, equipment failure, safety concerns or circumstances outside reasonable control.
If the clinic cancels and cannot provide a suitable alternative, payments made for the service not supplied will be refunded or, at the patient’s choice where available, credited or transferred.
The clinic is not responsible for reasonable consequential costs such as travel or accommodation except where liability cannot lawfully be excluded.
- Treatment courses, programmes and prepaid packages
Packages and courses apply only to the services described at purchase and are generally personal to the patient.
Included treatments, add-ons or benefits are those expressly stated in the package description. They have no cash value unless required by law.
Unless a different period is stated at purchase, treatment courses should normally be used within 12 months, subject to clinical suitability and reasonable extension where treatment must be delayed for medical or safety reasons.
If a patient chooses to end a package after treatment has started, the clinic may recalculate services already received at the applicable individual price and deduct reasonable costs already incurred before determining any refund due on the unused balance. Any calculation will remain subject to statutory consumer rights.
If the clinic determines that remaining treatment has become clinically unsuitable, it will discuss appropriate alternatives. Where no suitable alternative can reasonably be provided, the unused prepaid balance will be dealt with fairly, taking account of services already supplied and costs properly incurred.
- Complimentary items, credits and promotions
Complimentary treatments, service credits, referral benefits and package add-ons are subject to the conditions stated when offered.
Unless expressly stated otherwise, promotional or complimentary credits are not redeemable for cash, cannot be used retrospectively and may be limited to specified services.
Nothing in a promotional arrangement overrides clinical suitability or prescribing requirements.
- Skincare and retail products
Retail products are separate from clinical services. Statutory consumer rights apply.
Products that are faulty, damaged or not as described will be dealt with in accordance with applicable consumer law.
For hygiene and safety reasons, the clinic may be unable to accept a return of certain sealed goods once unsealed where the law permits that restriction. This does not affect rights relating to faulty or misdescribed products.
Patients should stop using a product and seek appropriate advice if they experience a significant adverse reaction.
- Aftercare and patient responsibilities
Patients are expected to follow reasonable preparation, monitoring and aftercare instructions and to provide accurate, complete and updated information relevant to their care.
Failure to follow advice can affect safety and outcomes. The clinic is not responsible for an outcome to the extent that it was caused by inaccurate information, failure to follow reasonable instructions or treatment obtained elsewhere without informing the treating clinician, subject always to the clinic’s own duty of care.
- Complications and follow-up
Patients should contact the clinic promptly if they develop an unexpected problem following treatment.
Where urgent or emergency assessment is required, patients should use the appropriate NHS urgent or emergency service rather than waiting for a clinic response.
Whether a review is included or chargeable depends on the service and the clinical circumstances. Treatment of a recognised complication will be managed according to clinical need and professional responsibility; this does not mean that every further intervention or third-party cost will automatically be free.
- Medical records and data protection
The clinic keeps records appropriate to the services provided and processes personal data, including health information, in accordance with applicable data protection law.
Patients have rights in relation to their personal data. In most circumstances the clinic will not charge a fee for responding to a subject access request. A reasonable fee may be charged only where permitted by law, including in certain cases involving manifestly unfounded or excessive requests or requests for further copies.
Further information about how personal information is used, shared, retained and protected is set out in the Clinica Vitalis Privacy Notice published on the clinic website.
- Communication and confidentiality
The clinic may communicate by telephone, SMS, email, secure clinical systems or other contact method provided or authorised by the patient.
Electronic communication carries inherent privacy risks. Patients should tell the clinic if a particular communication method should not be used.
Clinical information may be shared with other healthcare providers where lawful and appropriate for direct care, safeguarding, legal obligations or another valid basis described in the Privacy Notice.
- Third-party providers
Some elements of a patient’s pathway may be supplied by independent laboratories, pharmacies, imaging centres, hospitals, consultants, couriers or other providers.
Where a third party contracts directly with the patient, that provider’s own terms may also apply. Clinica Vitalis is not responsible for the independent acts or omissions of a third party except to the extent the law makes the clinic responsible.
- Patient conduct
Patients, visitors and accompanying persons must treat staff and others respectfully.
Abusive, discriminatory, threatening, violent, sexually inappropriate or seriously disruptive behaviour may result in an appointment being ended, future non-urgent care being declined and, where appropriate, the matter being reported to relevant authorities.
Any decision to end an ongoing medical relationship will take account of professional obligations, patient safety and continuity of care.
- Complaints
Concerns should be raised with the clinic as soon as reasonably possible so they can be investigated.
Complaints may be submitted using the contact details on the clinic website. The clinic will handle complaints in accordance with its published complaints procedure and applicable regulatory requirements.
Making a complaint will not adversely affect a patient’s entitlement to appropriate care.
- Intellectual property and website use
Unless otherwise stated, the clinic’s website text, branding, graphics, educational material and original images are owned by or licensed to Clinica Vitalis.
They may not be reproduced for commercial use without permission. Reasonable personal use of publicly available information is permitted subject to applicable law.
- External links
Links to external websites are provided for convenience or information. The clinic does not control external sites and is not responsible for their content, availability or privacy practices.
- Liability
Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory rights, or any other liability that cannot lawfully be excluded or restricted.
Subject to that, the clinic is not responsible for losses that were not reasonably foreseeable, losses caused by circumstances outside its reasonable control, or business losses incurred by a patient acting wholly or mainly for business purposes.
Nothing in these Terms reduces the professional duty of care owed by a clinician or the clinic.
- Changes to these Terms
The clinic may update these Terms to reflect changes in services, law, regulation or operational arrangements.
The version applying to a booking is normally the version made available when the booking is made, together with any service-specific terms disclosed before purchase. Updated Terms will be published on the clinic website with a revised effective date.
- Severability and waiver
If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.
A failure by the clinic to enforce a term on one occasion does not waive the right to enforce it on another occasion.
- Governing law
These Terms are governed by the law of England and Wales.
Patients retain any mandatory rights they have as consumers. Disputes will be subject to the jurisdiction applicable under consumer law and the courts of England and Wales where legally appropriate.