Terms and Conditions

1. Interpretation and Variation
1.1 In these Terms and Conditions, the following definitions apply:
● “WellZone” refers to Olive Health and Travel Ltd t/a WellZone Medical Services Ltd
● “Patient” means any person who has provided personal details to WellZone to make a
booking via online, phone, SMS, email, or contact form
● “Clinic” means any location of WellZone Medical Services
1.2 These Terms & Conditions are governed by the laws of England and Wales. Any disputes
arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts
of England and Wales.
2. General
2.1 These Terms & Conditions govern the use of all services provided by Well Zone Medical.
2.2 By booking an appointment, using our facilities, or accessing our website, you confirm
acceptance of these terms.
2.3 Well Zone Medical reserves the right to update or modify these terms at any time without
prior notice.
3. Appointments
3.1 Appointments must be scheduled in advance via phone, WhatsApp, or in person.
3.2 A £20 deposit is required to secure your appointment, with the balance and any additional
costs (tests, medications, services) to be paid in full at the end of the consultation. This is
non-refundable when the booking is cancelled less than 24 hours before the appointment time.
The charge is taken off the total treatment cost if treatment is received at the appointment.
3.3 Acceptance as a patient at WellZone is at the sole discretion of our team. If we determine
that our medical staff cannot provide the requested treatment or if the patient’s needs differ
significantly from the services initially discussed, we reserve the right to decline offering
services. In such cases, we will make every effort to guide you to an appropriate alternative
source of treatment or care.
3.4 All patients under the age of 18 must be accompanied by an adult or provide written consent
from a parent or guardian. Please note that if you fail to disclose that you are booking an
appointment on behalf of a minor at the time of booking, your appointment may be canceled or
rescheduled.
4. Payments
4.1 Payment for services must be made in full at the time of consultation or treatment. We
accept cash, credit/debit cards, and other approved payment methods.
4.2 Certain procedures may also require advance payment or deposits, for which our team will
inform you.
4.3 Please note that we require pre-payments for home visits and mobile phlebotomy services.
5. Refunds
5.1 Refunds for eligible pre-payments or deposits will only be made to the card originally used to
make the original booking. We will process your refund within 7 days of the request. Once we
have processed your refund please allow up to 10 working days for the refund to appear on your
statement as the time taken by your bank to credit the refund on your statement is outside of our
control.
5.2 We cannot refund any medications, vaccinations, tests or treatments once they have been
administered or dispensed.
6. Medical Services
6.1 Well Zone Medical provides healthcare services in accordance with the highest professional
standards.
6.2 All treatments and advice are provided based on individual medical assessments. Results
may vary for each patient.
6.3 We are not liable for delays or cancellations caused by circumstances outside our
reasonable control, including but not limited to force majeure events, clinician availability, or
changes in medical advice.
6.4 Your Responsibilities as a Patient
● Medical History: You are responsible for providing your clinician (and us, if requested)
with an accurate, reliable, and complete medical history. Withholding significant medical
information could put your health at risk. If any undisclosed information is later identified,
your treatment may be canceled.
● Changes to Medical History: You must notify your clinician (and us, if necessary)
immediately of any changes to your previously disclosed medical history, health, or
wellbeing, such as changes in medication or dosage. Failure to do so may result in the
cancellation of your treatment.
● Compliance with Instructions: You must follow all instructions and guidelines provided
by us and your clinician. Failure to comply may jeopardise your health. Any costs
incurred for additional treatment resulting from non-compliance will not be covered by us
or your clinician.
● GPs with NHS Roles: At our clinic, we strive to avoid connecting patients with doctors
who also work at the NHS GP practice where they are registered. This is to comply with
NHS rules, which state that NHS doctors cannot charge patients for services that should
be available for free through their registered NHS practice. If, by chance, you are
matched with a doctor who works at your NHS GP practice, we kindly ask that you let
the doctor know. They will ensure a refund is arranged so you can book an appointment
with a different doctor. This helps us stay in line with NHS regulations and ensures you
receive care in the appropriate setting.
7. Complaints
7.1 WellZone Medical Services is always looking for ways to improve the services it offers and
we aim to provide the highest quality of care. If you are dissatisfied with any aspect of our
services, please contact us promptly to address your concerns. Complaints can be submitted in
person, writing or by contacting us directly via phone or email.
7.2 If your problem cannot be resolved at this stage and you wish to make a formal complaint,
please let us know as soon as possible, ideally within a matter of days. This will enable the
company to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your
complaint within the following timescales:
● Within 12 months of the incident that caused the problem
OR
● Within 12 months from when the complaint comes to your notice
We will acknowledge your complaint within three working days.
7.3 When complaining on behalf of someone else; Please note that WellZone Medical Services
keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone
else, the organisation needs to know that you have their permission to do so. A note signed by
the person concerned will be required, unless they are incapable of providing this due to illness
or disability.
8. Confidentiality and Privacy
8.1 Patient confidentiality is of utmost importance to us. All personal and medical data is
handled in accordance with our Privacy Policy and applicable data protection laws.
8.2 Information may only be shared with relevant healthcare providers with your consent or
where legally required.
8.3 Please note that your results will be sent to the email provided by you at the time of booking.
It is the patient’s responsibility to share with us and update their contact details. By providing an
email and mobile number, you consent to receiving communications from us.
9. Patient Conduct
9.1 No food or pets (except guide dogs) are allowed in the Clinic.
9.2 We expect all patients to behave respectfully toward staff, other patients, and visitors.
Aggressive or inappropriate behaviour may result in refusal of services.
9.3 Although we take appropriate action to ensure the safety of our patients, WellZone Medical
Services does not accept any responsibility for the theft or loss of damage to your belongings.
We advise you not to bring any valuable personal belongings with you to your visit.
10. Liability and Responsibility
10.1 Well Zone Medical is committed to providing services in compliance with applicable legal
standards. We are responsible for ensuring that the services supplied conform to the terms of
the contract and are delivered with reasonable care and skill. However, we shall not be liable for
any indirect, incidental, or consequential damages, including (but not limited to) loss of profit,
goodwill, contracts, or opportunity, arising from the use of our services, except as outlined
below.
10.2 Our liability is limited to the value of the services provided. We are responsible for any loss
or damage that is foreseeable and directly caused by our breach of these terms or failure to use
reasonable care and skill. Loss or damage is considered foreseeable if it is obvious or if it was
discussed between you and us at the time of entering into the contract.
10.3 Nothing in these terms excludes or limits our liability for:
● Death or personal injury caused by our negligence or that of our employees, agents, or
subcontractors.
● Fraud or fraudulent misrepresentation.
● Breach of your legal rights concerning the services provided (e.g., services delivered as
described and with reasonable care and skill).
● Any other liability that cannot be excluded or limited under English law.
10.4 Clients must provide complete, truthful, and accurate medical history and medication
details before each treatment. We cannot be held liable for any damages arising from a failure
to disclose this information.
Clients are also required to read and sign the relevant consent forms prior to treatment.
Treatment cannot proceed without written consent. For your safety and the safety of others, we
request that you carefully follow all pre-treatment instructions provided.
10.5 Clients agree to comply with all aftercare instructions or recommendations provided by
Well Zone Medical staff. We are not liable for complications arising from a failure to follow these
instructions.
10.6 We accept no liability for any business-related losses, including (but not limited to) loss of
profits, contracts, goodwill, or opportunities.
10.7 We accept no liability for losses that are not reasonably foreseeable.