Terms and Conditions

These Terms and Conditions ("Terms") govern your use of wellierprivate.co.uk and the healthcare coordination services provided by Wellier Ltd ("Wellier", "we", "us" or "our").

Wellier Ltd is a company registered in England and Wales under company number 17379831, with its registered office at 96 Askew Road, London, W12 9BL, United Kingdom.

Wellier provides private healthcare coordination services. We help clients access and arrange services with independent healthcare professionals and healthcare organisations.

These Terms apply to your use of our website and, where applicable, to healthcare coordination services that you ask Wellier to arrange.

Where we provide you with additional booking information, a quotation, confirmation or other specific terms relating to a particular Service, those details form part of the agreement between you and Wellier.

1. About Wellier

Wellier is a private healthcare coordination service based in London. Depending on your request, we may help arrange access to independent doctors, pharmacists, pharmacies, nurses, nursing agencies, physiotherapists and other appropriate healthcare professionals or organisations.

The precise services available may vary depending on your requirements, location, timing, provider availability and clinical appropriateness.

2. Eligibility

Our Services are intended for adults aged 18 or over.

If a request relates to a person under 18, we may require the request to be made and managed by a parent, legal guardian or another person who has appropriate authority to act on that person's behalf before we proceed.

We may decline to coordinate a request where we are unable to verify appropriate authority or where we consider that Wellier is not an appropriate service for the request.

3. Our Healthcare Coordination Role

Wellier provides healthcare coordination services.

Wellier does not itself provide clinical assessment, diagnosis, medical advice, prescribing or treatment.

Our role may include understanding your request, identifying an appropriate independent healthcare professional or organisation, checking availability, communicating relevant information, arranging appointments or visits, coordinating medication or delivery where applicable, and managing administrative aspects of your request.

Wellier does not guarantee that any particular healthcare professional, treatment, prescription, medication, referral, investigation or clinical outcome will be available or appropriate.

4. Independent Healthcare Professionals and Providers

Clinical services arranged through Wellier are provided by independent healthcare professionals or healthcare organisations.

Those professionals and organisations are responsible for their own clinical decisions, professional conduct, regulatory obligations and clinical records.

A healthcare professional may decide, following their own assessment, that a requested treatment, medication, investigation or other clinical service is not clinically appropriate. Wellier cannot require an independent healthcare professional to provide a particular treatment, prescription or clinical service.

Nothing in these Terms transfers clinical decision-making responsibility from the relevant healthcare professional or organisation to Wellier.

5. Making a Request

You may contact Wellier by telephone, WhatsApp, email, online form or another communication method made available by us.

Our initial conversation is used to understand what you require and to determine whether and how Wellier may be able to assist.

Making an enquiry or submitting a request does not by itself create a confirmed booking and does not guarantee that a healthcare professional or provider will be available.

We may ask for further information that is reasonably necessary to understand and coordinate your request.

Where health information is required, it will be handled in accordance with our Privacy Notice.

6. Booking Confirmation and Payment

Once we have understood your requirements and identified an available option, we will normally tell you the proposed service, applicable minimum booking period or minimum charge, price and expected timing before committing the provider.

Unless Wellier expressly agrees otherwise, payment of the applicable minimum booking amount is required before we commit an independent healthcare professional or provider to the request.

A booking becomes a "Confirmed Booking" when:

• you have accepted the proposed service and price;
• any required payment has been received or authorised; and
• Wellier confirms that the booking has been arranged.

Until all applicable steps have taken place, provider availability may change and the proposed booking should not be treated as confirmed.

Confirmation may be provided by email, telephone, WhatsApp, text message or another communication method agreed with you.

7. Urgent and Same-Day Bookings

A significant proportion of Wellier requests may be urgent, same-day or made only a short time before the requested service.

When you ask Wellier to arrange a Service urgently, you acknowledge that we may begin coordinating your request immediately and may commit professional time, travel, courier services or other resources specifically for your booking once you approve the proposed arrangements.

We will tell you the applicable minimum booking amount and any known material charges before confirming the booking wherever reasonably practicable.

8. Cancellations, Changes and Refunds

Cancellation before a provider is committed

If you withdraw your request before Wellier has committed an independent healthcare professional, provider or other non-recoverable resource, we will not ordinarily charge a provider cancellation fee.

Bookings more than 24 hours in advance

Unless different cancellation terms are clearly communicated to you before confirmation:

• where you cancel more than 24 hours before the scheduled Service, we will normally refund amounts paid for Services not yet supplied, subject only to costs that Wellier has already committed and cannot reasonably recover, such as provider cancellation charges, travel or courier costs incurred specifically for your booking;
• where you cancel between 4 and 24 hours before the scheduled Service, a cancellation charge of up to 50% of the applicable minimum booking amount may apply; and
• where you cancel less than 4 hours before the scheduled Service, a cancellation charge of up to 100% of the applicable minimum booking amount may apply.

Urgent and same-day bookings

Where a Service is requested for performance within 24 hours, cancellation after the booking has been confirmed and the healthcare professional or provider has been committed may result in a cancellation charge of up to 100% of the applicable minimum booking amount.

Any cancellation charge will be intended to reflect losses reasonably and directly resulting from the cancellation, which may include professional time reserved for the booking, provider cancellation charges, travel, courier or other committed costs, and other losses that we cannot reasonably avoid.

We will not seek to recover more than is reasonable in the circumstances and will take reasonable steps to reduce avoidable losses where possible.

No-show or failure to provide access

If a healthcare professional attends the agreed location but cannot provide the Service because you are unavailable, cannot be contacted, provide an incorrect address, or do not provide reasonable access, this may be treated as a late cancellation and up to 100% of the applicable minimum booking amount may be charged.

Changes requested by you

We will try to accommodate changes to a Confirmed Booking where reasonably possible, but this depends on provider availability and may result in additional charges.

Exceptional circumstances

We recognise that exceptional circumstances can arise. We may reduce or waive a cancellation charge where we consider it fair and reasonable to do so.

If Wellier cannot fulfil a Confirmed Booking

If a Confirmed Booking cannot proceed because Wellier or the arranged provider is unable to fulfil it, we will use reasonable efforts to offer an appropriate alternative where available.

If no suitable alternative is available or you reasonably decline the alternative, we will refund amounts you paid to Wellier for the part of the Service that cannot be provided, unless the failure results from circumstances for which you are responsible.

9. Your Statutory Cancellation Rights

Nothing in these Terms limits any cancellation, refund or other consumer rights that you have under applicable law.

Depending on the nature of the Service and the way in which the contract is concluded, statutory cancellation rights may apply to a contract made by telephone, online or by another form of distance communication.

Where you ask Wellier to begin providing a coordination Service during any applicable statutory cancellation period, you expressly request that we begin performance before that period has expired.

If you exercise a statutory right to cancel after you have requested that performance begin, you may be required, to the extent permitted by law, to pay a reasonable amount for Services already supplied and costs properly incurred before you told us that you wished to cancel.

Where a Service has been fully performed following your express request for performance to begin during an applicable cancellation period, your statutory cancellation right may end where permitted by law and where the applicable legal requirements have been satisfied.

These provisions do not affect any rights you may have where a Service has not been provided with reasonable care and skill or otherwise fails to comply with applicable consumer law.

10. Prices and Additional Charges

The price for a Service will normally be communicated to you before the booking is confirmed.

Depending on the request, charges may include:

• a minimum booking charge;
• additional professional time beyond the minimum booking period;
• evening, overnight, weekend or bank holiday charges;
• urgent or short-notice charges where applicable;
• medication or pharmacy charges;
• courier, delivery, travel or transport costs;
• additional services requested or required after the booking begins; and
• other third-party costs specifically associated with your request.

Where an additional material cost becomes necessary after confirmation, we will seek to tell you before incurring that cost wherever reasonably practicable.

If the duration of a Service exceeds the period originally booked, any additional time will be charged at the applicable rate communicated to you.

11. Medication, Prescriptions and Deliveries

Where Wellier coordinates pharmacy services, prescriptions or medication delivery, prescribing and dispensing decisions remain the responsibility of the appropriately qualified prescriber, pharmacist or pharmacy.

Wellier cannot guarantee that a particular medicine will be prescribed, dispensed or available.

Prescription-only medication will only be supplied where the applicable legal and professional requirements have been satisfied.

You are responsible for providing accurate delivery information and for ensuring that an appropriate person is available to receive a delivery where required.

Delivery times are estimates unless we expressly agree otherwise and may be affected by pharmacy availability, prescribing requirements, traffic, courier availability and other circumstances outside Wellier's reasonable control.

12. Your Responsibilities

You agree to:

• provide information that is accurate and complete to the best of your knowledge;
• tell the relevant healthcare professional about information that may be clinically relevant to your care;
• provide an accurate address, hotel name, room details or other location information where a visit or delivery is arranged;
• be available and reasonably contactable in connection with your request;
• treat Wellier personnel, healthcare professionals, providers and couriers respectfully;
• provide reasonable identification or confirmation of authority where this is necessary for Wellier or the relevant healthcare provider to safely and lawfully arrange or provide the Service; and
• pay amounts properly due under a Confirmed Booking.

You should not knowingly provide false, misleading or incomplete information where doing so could affect our ability to coordinate your request safely or appropriately.

13. Availability and Timing

We aim to provide a responsive service and may offer same-day or urgent coordination where possible.

However, references to expected response, arrival or delivery times are estimates unless we expressly confirm otherwise.

Availability may be affected by the type of healthcare professional required, clinical requirements, location, time of day, traffic, pharmacy stock, courier availability, weather and other circumstances.

We do not guarantee that every request can be fulfilled or that a provider can arrive within a particular period.

14. Clinical Responsibility and Emergencies

Wellier is not an emergency medical service.

You should not use Wellier as a substitute for emergency medical services.

If you believe that you or another person requires emergency medical assistance, call 999 or attend an appropriate emergency department.

Clinical assessment, diagnosis, treatment, prescribing and other clinical decisions are the responsibility of the independent healthcare professional or healthcare organisation providing the relevant clinical Service.

15. Website Use

You may use our website only for lawful purposes.

You must not:

• use the website fraudulently or unlawfully;
• attempt to gain unauthorised access to the website or its systems;
• introduce viruses, malicious code or other harmful technology;
• interfere with the security or proper operation of the website;
• systematically scrape, extract or reproduce website content without our permission, except where permitted by law; or
• use Wellier's name, branding or content in a misleading or unauthorised manner.

We may restrict access to the website where reasonably necessary to protect our systems, users, rights or legal obligations.

16. Intellectual Property

Unless otherwise stated, Wellier owns or is licensed to use the intellectual property rights in the website and its content, including text, designs, graphics, photographs, branding and logos.

You may access and use the website for your personal, non-commercial purposes.

You must not reproduce, distribute, commercially exploit, modify or republish material from the website without our prior written permission, except as permitted by applicable law.

17. Third-Party Websites

Our website may contain links to websites or services operated by third parties.

We do not control third-party websites and are not responsible for their content, availability, privacy practices or terms.

A link from Wellier to a third-party website does not necessarily mean that Wellier endorses every product, service, statement or piece of content available through that website.

18. Privacy and Personal Information

We process personal information in accordance with our Privacy Notice.

Information about our current use of cookies and similar technologies is available in our Cookie Notice.

Independent healthcare professionals and healthcare organisations may separately process personal and clinical information for which they act as independent data controllers.

19. Liability

Nothing in these Terms excludes or restricts liability where it would be unlawful to do so.

In particular, nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of rights or obligations that cannot lawfully be excluded or restricted; or
• any other liability that cannot be excluded under applicable law.

Wellier is responsible for providing its own healthcare coordination Services with reasonable care and skill.

Independent healthcare professionals and healthcare organisations are responsible for the clinical services they provide and for their own clinical acts, omissions, decisions and professional obligations.

To the extent permitted by law, Wellier will not be responsible for loss that:

• was not reasonably foreseeable when the contract was made;
• results from inaccurate or incomplete information supplied by you;
• results from matters outside Wellier's reasonable control; or
• relates to business losses where you are using the Services wholly or mainly for personal purposes.

Nothing in this section affects your statutory rights as a consumer, including your right to receive Services performed with reasonable care and skill.

20. Events Outside Our Reasonable Control

Wellier will not be responsible for delay or failure caused by events outside our reasonable control.

These may include severe weather, transport disruption, traffic incidents, telecommunications or internet failure, power failure, industrial action, public emergencies, government restrictions, provider illness or unavailability, pharmacy supply issues or courier disruption.

Where such an event affects a Confirmed Booking, we will use reasonable efforts to communicate with you and, where appropriate, arrange an alternative or provide any refund required under these Terms or applicable law.

21. Complaints

If you are dissatisfied with Wellier's healthcare coordination Service, please contact us so that we can investigate and respond to your concerns.

Complaints concerning clinical care, treatment, prescribing or a clinical decision should normally be raised directly with the independent healthcare professional or healthcare organisation responsible for that care, using that provider's complaints procedure.

Where appropriate, Wellier can provide you with the relevant provider's contact details and assist in directing your complaint to the appropriate person or organisation.

Depending on the healthcare provider and the nature of the complaint, additional independent, professional or regulatory complaint routes may also be available to you.

Wellier's assistance in directing a complaint does not make Wellier responsible for the clinical care provided or for the independent provider's complaints process.

You can contact Wellier at info@wellierprivate.co.uk .

22. Changes to These Terms

We may update these Terms from time to time to reflect changes to our Services, business practices, legal requirements or regulatory obligations.

The current version will be published on this page and the "Last updated" date will be amended accordingly.

Where a change is material, we may provide additional notice on our website or by direct communication where appropriate.

Changes will not retrospectively alter the terms of a Confirmed Booking unless you agree to the change or the change is required by law.

23. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales.

If you are a consumer, you will also retain the benefit of any mandatory consumer protections that apply to you under applicable law.

The courts of England and Wales will have jurisdiction in relation to disputes arising from these Terms, subject to any mandatory rights you may have as a consumer to bring proceedings in another court.

24. Contact Us

If you have any questions about these Terms and Conditions, please contact:

Email: info@wellierprivate.co.uk
Telephone: 07351 171510
Website: wellierprivate.co.uk