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MEDSTARS LIMITED: MEMBERS TERMS OF USE

Member Service

Terms & Conditions

 

Version 2.0 Effective Date: 17th January 2025

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1. INTERPRETATION AND DEFINED TERMS

When the following words are used in these Terms, this is what they will mean:

  • 'Business Day': A day (other than a Saturday or Sunday) when banks are open for business in London.

  • 'Fee': The fees payable by you for the Service.

  • 'Practitioner': A registered healthcare practitioner suggested by us to you through the Service. This includes a Private General Practitioner known as a Private GP. 

  • 'Service': The concierge service to be provided by Medstars under these Terms as set out and described in Clause 2.

  • 'we', 'our', 'us': Medstars Limited, England and Wales company number 08982663, with registered address The Oakley, Kidderminster Road, Droitwich, Worcestershire, WR9 9AY.

  • 'Website': The website(s) used by us to provide the Service, currently medstars.co.uk.

  • 'written': Any communication in writing or email.

  • 'you', 'your': You as the patient and user of the Service.

Clause, schedule, and paragraph headings will not affect the interpretation of these Terms.

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2. OUR SERVICES

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2.1 Concierge Service

2.1.1 The concierge service provides you with details of Practitioners. You can then decide to engage a Practitioner for the provision of medical services directly between you and your chosen Practitioner. As part of the Service, we will research the market to suggest Practitioners and may also arrange appointments on your behalf. Practitioners are recommended based on their qualifications, professional standing, and reviews where applicable. However, we cannot guarantee the quality of their services.

2.1.2 We are not responsible for the quality of medical care or medical advice provided by the Practitioner. That is between the Practitioner and you.

2.1.3 We are not an emergency 24/7 medical service. IN AN EMERGENCY, CALL 999 OR ATTEND YOUR LOCAL EMERGENCY HEALTH CLINIC.

2.1.4 We are not your primary care physician and recommend you access local healthcare for any immediate health concerns.

2.1.5 If you pay as you go for Concierge, each time you pay a Fee, it gives you the right to one recommendation and appointment from that query. If you pay a Fee, you have one year from the date of payment to make a query to us (our response to your query and us arranging an appointment may occur after expiry of the one-year period). Fees are non-refundable unless explicitly stated otherwise.

2.1.6 We aim to provide recommendations of Practitioners and their available appointments to you within five Business Days. You must decide within 24 hours of receiving this information to guarantee we can arrange the appointment on your behalf.

2.1.7 Where we arrange appointments on your behalf and you have confirmed that appointment, it is your responsibility to cancel the appointment if you are unable to attend. You will be directly responsible for the cost of your appointment and/or any fees for cancellation or non-attendance. Medstars accepts no liability for costs incurred due to missed appointments or cancellations.

2.1.8 In order to provide the Service, we rely on you to provide accurate information about yourself. We will not be liable for errors or issues arising from incomplete or inaccurate information provided by you.

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2.2 Home Test Kits

2.2.1 You accept full responsibility for outcomes or consequences arising from your decision to have a test, take your own sample, or any other actions related to this decision. Test results are intended for informational purposes only and are not medical advice or diagnosis.

2.2.2 Turnaround times for results are estimates only. You understand that results may vary due to inter-laboratory differences or testing batch variations. These tests are performed by third-party laboratories. The providers of these laboratories may change, and the tests and their reference ranges may also change. You agree that Medstars cannot be held liable for the performance of any particular laboratory or their test results.

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2.3 Use of Aria

2.3.1 Aria is an online counselling tool powered by artificial intelligence (AI). It is designed to support and help you reflect on your state of mind and mental health, and to direct you to resources that may help or support you. This service is delivered using AI, and as such, it is prone to errors and inaccuracies. It is not a medical practitioner and cannot be used to diagnose or treat any mental health disorder.

2.3.2 You must accept that you use Aria at your own risk. The data processed by Aria is currently stored in the USA and is not governed by UK GDPR laws. This service is provided by a third party. The provider of this service may change and Medstars is not liable for any outcomes or consequences arising from its use.

2.3.3 For any urgent or severe mental health concerns, you should consult a qualified medical professional or contact emergency services.

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2.4 Private GP and Follow-up Test Appointments

2.4.1 If you make a GP or follow-up appointment booking request using the Website, that request constitutes an inquiry. Medstars will submit your booking request to your selected medical practitioner (referred to as the "Booking Request").

2.4.2 If you proceed with the booking and pay the relevant fee (if a fee applies), you will be entering into a separate arrangement with that medical practitioner. Medstars facilitates the booking process only and is not a party to the agreement between you and the medical practitioner.

2.4.3 Medstars cannot guarantee that the requested appointment will be available or that the medical practitioner will accept your Booking Request. The confirmation or rejection of your request is at the discretion of the medical practitioner.

2.4.4 Your membership level defines the benefits of services which are included in your membership. This may include consultations with a Practitioner. Medstars is not responsible for fees outside of those included in your package of benefits, cancellations, or disputes arising from these appointments.

2.4.5 Medstars cannot be held liable for the quality of medical advice or health services provided by the GP or follow-up appointments. These services are solely between you and the medical practitioner or their clinic.

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3. YOUR RIGHTS TO CANCEL

3.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (as amended) ("CCRs"), you have the right to cancel these Terms within 14 days of receiving them. You agree that we may start work on the Service before the end of this 14-day cancellation period, and some or all of the Service may be completed during this time.

3.2 If you exercise your right to cancel, you will remain liable to pay for the Service to the extent already performed. Where possible, we will calculate refunds on a pro-rata basis.

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4. COMPLAINTS PROCEDURE

4.1 At Medstars, we are committed to providing a high standard of service. If you are dissatisfied or wish to raise a complaint, please follow the process outlined below:

4.1.1 How to Submit a Complaint:

  • Complaints can be made via phone, email, or letter, but we recommend submitting complaints in writing for clarity and record-keeping.

  • Contact details for complaints:

    • Email: hello@medstars.co.uk

    • Address: Complaints Department, Medstars Limited, The Oakley, Kidderminster Road, Droitwich, Worcestershire, WR9 9AY

    • Phone: 0330 088 9279

4.1.2 Acknowledgment of Your Complaint:

  • Upon receipt of your complaint, we will acknowledge it within 5 Business Days.

4.1.3 Resolution Timeline:

  • We will investigate and respond to your complaint within 20 Business Days. If we require more time, we will keep you informed of the progress.

4.1.4 Escalation:

  • If you are not satisfied with the resolution, you may request an escalation to a senior team member for further review.

  • We will aim to complete the escalated review within an additional 10 Business Days.

4.1.5 Further Assistance:

4.2 We value your feedback and are committed to addressing your concerns in a timely and fair manner.

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5. TERMINATION OF THIS AGREEMENT

5.1 We may terminate our agreement with you immediately if:

5.1.1 You fail to pay any sum due under these Terms.

5.1.2 You commit any material breach of your obligations under these Terms, which is incapable of remedy, or if capable of remedy, is not remedied within 5 Business Days of us giving written notice requiring the breach to be remedied.

5.1.3 An Event Outside Our Control continues for more than 4 weeks.

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6. DATA PROTECTION AND PRIVACY

6.1 The nature of the Service is that we may need to hold and process your medical information and other personal data so that we can provide the Service. We may also need to share some of this information with Practitioners in order to arrange appointments. Your data will be processed in line with our Privacy Policy, which complies with the UK GDPR.

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7. OUR LIABILITY TO YOU

7.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or negligence. We are not responsible for loss or damage that is not foreseeable. Medstars will not be liable for any consequential, indirect, or punitive damages.

7.2 Whilst we seek to find Practitioners who may be appropriate for you, we are not responsible for the service provided by a Practitioner.

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8. GENERAL

8.1 If any court or competent authority decides that any provision of these Terms is invalid, unlawful, or unenforceable, the term will, to that extent only, be severed, and the remaining terms will continue to be valid. We reserve the right to amend these Terms from time to time and will notify you of significant changes.

8.2 These Terms and any dispute arising from them will be governed by English law and subject to the jurisdiction of the courts of England and Wales.

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