MEND

Terms and Conditions

Last updated: May 2026

1. Introduction

Welcome to Mend Clinic, a private medical opinion service operated by Instant GP Limited (Company Number: [pending]), regulated by the Care Quality Commission (CQC). These Terms & Conditions (“Terms”) govern your use of our website, portal, consultations, and related services. By using our services, you agree to these Terms.

2. Nature of Service

Mend Clinic provides:

  • Remote medical opinion services
  • Structured health assessment questionnaires
  • Clinical review by a qualified physician
  • Automated data summarisation to assist clinical review (with your explicit consent)
  • Comprehensive PDF report with findings and recommendations

Our services constitute medical opinions and do not replace your GP or ongoing clinical care. If you require urgent medical attention, call 999 or attend your nearest A&E.

3. Eligibility

To use our services, you must:

  • Be 18 years of age or older
  • Provide accurate and truthful medical information

Failure to provide accurate information may affect the quality of your medical opinion and any subsequent clinical decisions based on it.

4. Booking & Payment

  • The Medical Opinion Service costs £189, payable in full at the time of booking via Stripe.
  • Appointments are confirmed only after payment is received.

5. Cancellation & Refund Policy

5.1 Booking & Deposits

To secure an appointment or a remote assessment, Mend Clinic requires payment in full. This is non-refundable as a deposit at the point of booking, unless cancelled within the notice periods below.

5.2 Cancellation & Rescheduling

We understand that circumstances change and will always try to offer flexible rescheduling over cancellation where possible. Our cancellation fees are calculated based on the notice provided:

  • More than 48 hours' notice: Full refund available
  • Between 24 and 48 hours' notice: 50% refund
  • Less than 24 hours' notice (“The Show”): No refund

5.3 Late Arrivals

For virtual or in-person consultations: if you are more than 15 minutes late, the appointment may be cancelled with no refund, regardless of the method of attendance.

5.4 Refunds on Services Provided

Medical consultations and their results (including medical opinion reports) cannot be “returned.” Once a clinician has provided a consultation or begun reviewing your case, a refund is generally not available.

5.5 Package/Bundle Refunds

If you have purchased a multi-session package (e.g. 8-week programme), refunds will be calculated on a pro-rata basis less any individual session costs already provided at full rate.

6. Clinic Cancellations & Compassionate Discretion

6.1 Clinic Cancellations

If Mend Clinic cancels or reschedules your appointment, we will offer:

  • The next available appointment (priority booking)
  • A full refund if rescheduling is not possible

6.2 Compassionate Discretion

Mend Clinic recognises that its patients often have complex chronic illness (including MCAS and POTS) and that flare-ups, worsening symptoms, or hospital admissions are a legitimate barrier to attendance. This is assessed on a case-by-case basis.

7. Clinical Scope & Limitations

While our platform offers evidence-based specialist clinical opinions for conditions such as MCAS, Fibromyalgia, Long COVID, POTS, and ME/CFS, we:

  • Do not provide emergency care
  • Do not replace your GP
  • Cannot issue prescriptions directly (referrals to prescribing services may be arranged)
  • Recommend discussing your report with your primary care provider

8. Communication

We may contact you through:

  • Email
  • SMS
  • Secure messaging via the patient portal

Business hours: Monday to Friday, 9am – 5pm. Clinical enquiries outside business hours should be directed to your GP or NHS 111.

9. Data Protection & Confidentiality

Your confidentiality and data security are paramount. We comply with UK GDPR, the Data Protection Act 2018, and NHS confidentiality guidelines. Key measures include:

  • AES-256 encryption at rest for all medical data
  • TLS 1.3 encryption in transit
  • AWS infrastructure in London (eu-west-2)
  • Role-based access controls and comprehensive audit logging

Please review our Privacy Policy for full details on how we handle your data, your rights under UK GDPR, and our data retention practices.

10. Patient Responsibilities

By using our services, you agree to:

  • Provide accurate and complete medical information
  • Attend booked appointments or cancel with adequate notice
  • Treat all staff respectfully and in line with our code of conduct
  • Use services only for your own personal health needs

11. Termination of Services

We reserve the right to decline or end services if:

  • You provide false or misleading medical information
  • You refuse to provide essential medical information
  • Your clinical needs fall outside our scope and require specialist care we cannot provide

12. Liability

The total liability for any claim arising from or relating to our services shall not exceed the total fees paid for the specific service in question. While we provide professional medical opinions based on the information you submit, we cannot guarantee specific outcomes.

13. Changes to Terms

We may update these Terms at any time. Continued use of the services constitutes acceptance of any revised Terms.

14. Contact

Instant GP Limited
30 Stratford Road, Wolverton
Milton Keynes, MK12 5LW
England
Email: info@instantgp.co.uk

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