Self-pay terms
These terms may have changed since you last reviewed them
They were last changed 2 July 2025.
Where to find information about us and our services
You can find everything you need to know about us, Medefer, and our services on our website before you order About us – Medefer. We will confirm the key information about your order to you in writing either by email or in your online account as may be applicable.
This contract shall apply to your purchase of services including for a purchase of a review or for a first appointment for clinical treatments or diagnostics testing and thereafter to subsequent services.
We are a provider of Regulated Activities and registered by the Care Quality Commission. You can find details of our registration here Medefer Limited – Overview – Care Quality Commission (cqc.org.uk). Our registration number is 1-3075616731.
Our medical professionals are regulated variously by the General Medical Council and our clinicians by either the Nursing and Midwifery Council or The Health and Care Professions Council, and subject to the codes of behaviour issued by them. You can find out more information about the General Medical Council here Home – GMC (gmc-uk.org). You can find out more about the Nursing and Midwifery Council here The Nursing & Midwifery Council – The Nursing and Midwifery Council. You can find out more about The Health and Care Professions Council here
Our services within the UK are insured by Beazley Syndicates 2623/623 at Lloyds.
We may, in the course of offering our services to you, recommend you to a third party or provider who is local to you. Whilst we take care in making recommendations of such third parties to you, we are not liable for the services provided to you by such third parties.
When you buy from us you are agreeing that:
- We may reject purchases when we’ve checked them.
- We charge you when you make a purchase.
- We’re not responsible for delays outside our control.
- You are responsible for making sure all clinical information you provide to us and personal details are accurate.
- We may charge you for services provided if you don’t give us information we need or we do preparatory work (such as ordering tests) as agreed with us
- If you bought online, you have a legal right to change your mind
- We can change services and these terms.
- We can suspend supply (and you have rights if we do).
- We can withdraw services.
- We don’t compensate you for all losses caused by us or our services.
- We use your personal data as set out in our Privacy Notice.
- You have rights if there is something wrong with your service.
- Other important terms apply to our contract.
- We may reject purchases when we’ve checked them
We will not usually reject purchases, however we reserve the right to do so. For example we may reject an initial or subsequent purchase because we are not an appropriate provider of the services to meet your medical needs. If we intend to reject a booking we will contact you as soon as possible to confirm this, and to organise a refund of any sums you have paid.
2. We charge you when you make a purchase
When you make your first purchase of our services you will be asked to make payment and to confirm that you wish us to deliver services to you within the usual cancellation period applicable to online purchases. See below about cancellation rights in the first 14 days of your first purchase and payment. For subsequent purchases under this contract the 14 day cancellation period does not apply, but you have rights to cancel certain bookings and services ordered as set out below.
3. We’re not responsible for delays outside our control
If our supply of services is delayed by an event outside our control, such as a delay from one of our diagnostic suppliers, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: patients@medefer.com or 08000 112 113 to end the contract and receive a refund for any services you have paid for in advance, but not received.
4. You’re responsible for making sure all clinical information you provide to us and personal details are accurate
When providing us with details of your medical history our advice will depend in part on the accuracy of the information that you provide to us.
5. We may charge you if you don’t give us information we need or we complete preparatory work such as ordering tests, as agreed with us
We may charge you for repeat or further appointments with a doctor, tests or procedures if these are necessitated by your not having given us information we have asked for about you, or if the information we have requested is inaccurate.
6. If you bought online, you have a legal right to change your mind
Your legal right to change your mind. For contracts entered into online or at a distance, as here, you have 14 days after entering into the contract to change your mind about this. However, if you wish to receive services within the cancellation period you can waive the cancellation periods and request that we provide our services to you within that 14 day period.
When ordering you will be asked if you wish to waive the cancellation period, or if you wish to wait before we proceed with your purchase. The option is yours. Once the service is provided, you cannot cancel that service even if within the 14 day cancellation period, where you have requested that we provide the service to you. For some services, as detailed below, there is no cancellation period once the order is made.
How to let us know you wish to cancel and what happens next. If you do not waive the 14 day cancellation period to receive services and change your mind contact our Customer Service Team: patients@medefer.comor 08000 112 113 or print out and fill in the paper copy of the cancellation form below and post it to us at 19 Eastbourne Terrace, London W2 6LGYou do not need to use the cancellation form.
We need to receive your notification that you wish to cancel within the 14 day period. We will refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. We refund you by the method you used for payment. We don’t charge a fee for the refund.
If you wish to cancel purchase of a booking for an appointment and more than 48 hours’ notice before the appointment is given by you a refund will be issued, or the appointment time can be changed without additional charge.
Whether in the initial 14 day cooling off period, or after, if you cancel a booking for a consultation less than 48 hours before the time of the consultation, if you fail to attend an appointment without cancelling, you will have to pay the full amount for the session and no refund will be made of sums paid.
If the services you purchase include the sending of a diagnostic kit to you, then this cannot be cancelled after the order has been placed. Where we agree with you to order tests or further clinical or diagnostic treatment or diagnosis from third party providers such tests cannot usually be cancelled once ordered, and you will be responsible for the costs of those tests from the time of ordering.
If you book a package of services, and wish to cancel having received part of the services, you will be charged for the services received based on the scales of fees applicable to those services if bought individually. There may be no refund due to you if you cancel a package having used part of the package, as the package price may be lower than buying the services you have received individually.
Some packages of services may be suitable for long term arrangements. Where you select a course of treatment for an extended period (for example 3, 6 or 9 months) we may terminate this if it is no longer clinically appropriate for you. Where you wish to cancel this arrangement earlier, you will only be refunded any sums for services not yet received without the application of any discount that may have been offered for longer term arrangements.
We provide clinical consultations and interpretations of test results. Only if you are suitable will a prescription be issued for any medication. Where your services lead to a prescription being issued, and unless we give you notice to the contrary, this will be passed to our partner pharmacist Dialachemist Ltd, GPhC Registration: 1106104. Once issued to them, they will dispense and supply the medicine to you. We are under no obligation to issue a prescription to you following a consultation. There are no cancellation rights in respect of prescription medicines ordered. Where we collect fees in respect of medicines this is for and on behalf of the relevant partner pharmacy.
7. We can change services and these terms
Changes we can always make. We can always change a service:
- to reflect changes in relevant laws and regulatory requirements; and
- to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect your use of the service.
Changes we can only make if we give you notice and an option to terminate. We can also make changes to the service or these terms, but if we do so we’ll notify you and you can then contact our Customer Service Team: patients@medefer.comor 08000 112 113 to end the contract before the change takes effect and receive a refund for any services you’ve paid for in advance, but not received. If you booked a package of services and wish to cancel having received part of the services, you will be charged for the services received based on the scales of fees applicable to those services if bought individually. There may be no refund due to you, as the package price may be lower than buying the services you have received individually.
8. We can suspend supply (and you have rights if we do)
We can suspend the supply of a service. We do this to:
- deal with technical problems or make minor technical changes;
- update the service to reflect changes in relevant laws and regulatory requirements; or
- make changes to the service (see We can change services and these terms).
We let you know, may adjust the price and may allow you to terminate. We will contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we’re going to suspend supply, for more than one month you can contact our Customer Service Team: [patients@medefer.comor 08000 112 113 to end the contract and we’ll refund any sums you’ve paid in advance for services you won’t receive. If you have booked a package of services and wish to cancel having received part of the services, you will be charged for the services received based on the scales of fees applicable to those services if bought individually. There may be no refund due to you, as the package price may be lower than buying the services you have received individually.
9. We can withdraw services
We can stop providing a service. We will let you know as soon as possible in advance and we will refund any sums you’ve paid in advance for services which won’t be provided. If you booked a package of services, and we withdraw the services for good reason, your having received part of the services, you will be charged for the services received based on the scales of fees applicable to those services if bought individually. There may be no refund due to you, as the package price may be lower than buying the services you have received individually.
10. We don’t compensate you for all losses caused by us or our services
We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
- Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
- A business loss. This contract is for consumer health services, and we will have no liability for any business losses you may suffer.
11. We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice: Patient privacy notice – Medefer .
12. You have rights if there is something wrong with your service
If you think there is something wrong with your service, you must contact our Customer Service Team: patients@medefer.comor 08000 112 113. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.
| Summary of your key legal rights If your product is services, for example, the Consumer Rights Act 2015 says:You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.If a time hasn’t been agreed upfront, it must be carried out within a reasonable time. |
Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our services as per our Complaints policy: How to make a complaint – Medefer.
You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
13. Other important terms apply to our contract
You cannot transfer your contract with us to someone else. Healthcare is an individual service, and it is not appropriate for a contracts to be transferred.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
Cancellation Form
Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract. There are alternative ways to cancel specified above)
To Medefer, SelfPay Cancellation Team, 19 Eastbourne Terrace, London, W2 6LG
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate
