Terms and Conditions

Other Terms and Conditions

General Terms and Conditions

General Terms and Conditions

This website is operated by Primary Care Holdings Limited including its Brands (Living Room Health, Hip Team, Private MRI, The Regenerative Clinic, London Hip Clinic, London Clinic, Paddington Spine Clinic, Paddington Clinic, The Paddington Clinic). Throughout the site, the terms “we”, “us” and “our” refer to PCHL. PCHL offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our guide to help you undergo your treatment with peace of mind. hello@jorjahealthcare.com 0330 580 1153

Fifth Floor, 11 Leadenhall Street, London. EC3V 1LP

These Terms should be read along with our Privacy Policy and are aimed to give you a guide to the process you are about to undertake to allow you to undergo your treatment with peace of mind.


General terms and conditions for all patients

1.1 These Terms and Conditions form the basis of the Agreement between you and PCHL.

1.2 Please read these terms carefully and take the opportunity to ask questions to our team prior to your treatment or service with PCHL.

1.3 Where you are receiving treatment via a consultant your Consultant will carry out a consultation with you to determine the treatment that you should have and let you know their recommended treatment options. It is your responsibility to ensure that the treatment accurately reflects your wishes as discussed with your Consultant in relation to your requirements.

1.4 Where you are receiving a service our in-clinic team will follow treatment service protocols ensuring in order to delivery to your chosen service.

Your agreement with PCHL

1.5 By registering with us, you agree to be bound by these Terms. If there is any conflict between these Terms, the Privacy Policy and Admission Form, these Terms will take precedence followed by the Privacy Policy. If there is any inconsistency between this Agreement and any marketing material, this Agreement will take precedence. PCHL may update these Terms from time to time however any changes will only apply to any future visits and you will be asked to agree to any new Terms before they become effective for you. Note that any new Terms will not apply to any Treatment or Service which is part-way through when the Terms are changed.

Consultants and service providers

1.6 While in PCHL, you will be under the Care of the in-clinic team or consultant you have been assigned to, who may also involve other Consultants or members of the in-clinic team, if appropriate. PCHL staff will provide services or treatments as outlined in the product or service displayed on our website.

1.7 Consultants involved in your treatment may be independent practitioners and are not employees of PCHL. Accordingly, other than in relation to obligations under the Privacy Policy, PCHL will not be liable for any act or omission of a consultant (or the company or partnership that employs or engages the Consultants). The Consultant will be responsible for the service he/she gives you.

Risk of clinical complications

1.8 While PCHL, staff and your Consultants will do their best to ensure a satisfactory outcome, no clinical procedure is entirely risk-free and the results of any particular treatment cannot be guaranteed. If you have any concerns or queries you should discuss these with you’re the in-clinic team or your Consultant.

PCHL products and services

1.9 Products and services are displayed on our Website. Some products or services may be customised depending on your needs. Payment for these products and services will be issued up-front prior to confirming your appointment. Where additional products, services or a change to your treatment have been identified, these will be discussed with you either:

a. Prior to you attending your appointment

b. During your appointment



1.10 Subject to any alternative arrangements agreed with PCHL, you are responsible for settling the cost of your treatment, products or services before you commence your treatment or on the same day of your treatment at PCHL. We may ask you to pay when you come into PCHL, when you make your appointment, or when you are being discharged.

Methods of payment

1.11 Payments can be made via major debit or credit cards. We may agree to bank transfer in some circumstances and this must be agreed in advance of your appointment.

Cancellations and Refunds 1.12 All cancellations must be notified in writing to hello@jorjahealthcare.com.

For Orthopaedics and inpatient treatments, please see our separate terms and conditions.

All outpatient cancellations made 24 hours prior to the treatment or service will be cancelled with no fee. Cancellations made with less than 24 hours notice will incur a fee of 10%. Cancellations on the day of the treatment or service are non refundable. Where a treatment or service is cancelled part way through the treatment or service being performed a 50% fee will be incurred. Where treatments or services are already part way through, these will be charged at our standard rates and will be notified to you by our customer service team.

1.13 If you have already paid for your treatment, service or a made a deposit, in line with point 1.12 we will refund your payment, less any amount that you owe to PCHL and/or the Consultant. Please note that we will pay any refund only to the cardholder or person who made the original payment. We do not pay cash refunds.

1.14 If your Consultant or in-clinic team cancels your Treatment or service because they consider it is not in your best interests, and you have already made a payment, we will refund that payment, less any amount that you owe to PCHL and/or the Consultant, in line with 1.13 above.

1.15 PCHL reserves the right to decline patients for treatment. Any such decisions would usually be based on ensuring, for example, the safety of our patients or staff, however such decisions will be made at our sole discretion.


1.16 Following cancellation by you or your Consultant or in-clinic team, for whatever reason, if you would like to reschedule your treatment or service please contact us and we will be happy to arrange an appointment at a time convenient to you.

Your property

1.17 While we will take all reasonable care to ensure the safety of your belongings, PCHL does not accept any responsibility for the theft or loss of, or damage to, any of your or your visitors’ property. We would h4ly advise you not to bring valuable personal belongings into PCHL with you, unless required during your stay.

Children Receiving Treatment

1.18 PCHL does accept children aged 10+ at our clinics. Children aged 9 and under may be seen by our consultants however this does depend on availability and treatment suitability. Our customer service team will advise availability of appointments in advance of bookings being made.


1.19 Here at PCHL we respect the confidentiality of all of our patients. We will treat all information provided to us by you as confidential and secure and, subject to the terms of our Privacy Policy, we may access, preserve and disclose details provided by you or your referring Consultant for the purposes of providing Care and administering your account in accordance with our standard operating procedures; and if required to do so by law or in the good-faith belief that any such access, preservation or disclosure is reasonably necessary to (i) comply with legal process; (ii) enforce these Terms; (iii) respond to claims that our Care breaches the rights of third-parties; (iv) respond to your requests for customer service; or (v) protect the rights, property or personal safety of PCHL, our patients and the public. In the interests of privacy for all of our patients we also request that you keep confidential any information or knowledge that you acquire during your visits to our Hospital including the identity of other patients that you may meet in our common areas.

Data protection

1.20 We will process your personal data in accordance with the applicable data protection laws, our confidentiality obligations and our Privacy Policy, a copy of which will be provided to you upon registration. Our Privacy Policy includes information on how we protect your information, who we are allowed to give it to and how to exercise any of your rights in relation to it.

Notices and your contact details

1.21 It is important that you keep us updated of any changes in your contact details and choices for how you want to receive marketing materials. Where we have not been informed of any change of contact details or marketing preferences PCHL cannot be held responsible for any consequences arising as a result of the same.

Changes in applicable law

1.22 You acknowledge and accept that Applicable Law may change and prevent PCHL from providing certain treatment or services. If PCHL becomes aware that such a change has occurred and the change has an effect on your treatment or service, PCHL will contact you to inform you of this and its consequences.


1.23 PCHL may transfer and assign your Agreement to any person who acquires all or substantially all of the assets of PCHL or to any other member of PCHL Group.

Third party rights

1.24 Except for you and PCHL or any insurer or third party to the extent agreed by PCHL, no person will have any rights under or in connection with these Terms.

Law and the courts

1.25 These Terms are governed by and shall be construed in accordance with English law and the courts of England and Wales shall have non-exclusive jurisdiction.

Before your treatment

2.1 If you have private medical insurance you will need to speak to your insurer in advance of your treatment to get confirmation that your treatment or service is covered by your insurance policy. We would recommend that you ask your insurer if there are any exceptions within your policy.

2.2 You will need to provide us with details of your insurer, your registration number, your level of cover, scheme details and your pre-authorisation number which your insurer will provide to you.

2.3 Where you have a Sponsor who has agreed to pay for your treatment or service please ensure you have authorisation from them prior to booking your treatment or service with us.

2.4 If a Sponsor has agreed to pay for your treatment or service, PCHL will require details of such party including your relationship with them and contact details for

them. PCHL reserves the right to verify with a Sponsor any arrangement in place between you and your Sponsor before agreeing to provide a treatment or service.

2.5 You agree to provide all information requested by PCHL to verify, to our satisfaction details of any such arrangement including a letter of guarantee from your sponsor confirming to us that they will cover the costs of your treatment or service at PCHL a minimum of five (5) working days prior to your admission date.


2.6 You agree with PCHL that you will pay for your treatment or service. Whilst you will remain responsible for the payment of your treatment or service, where you have private medical insurance or a third party has agreed to pay for your treatment or service;

a. We will, where possible, process the claim for your treatment or service with your insurer or Sponsor, provided you have given us and your insurer or Sponsor all the information we need to do so. If this information is incomplete or inaccurate, we may not be able to process your claim and you will need to pay for your treatment or service, as set out in (c) below;

b. Where we process your claim and your insurer or Sponsor pays us direct, the rate agreed between PCHL and your insurer or Sponsor will apply to your treatment or service;

c. If your insurer or Sponsor fails to settle our invoices (or any part of them) within thirty (30) days of the date of the invoice we will assume that the outstanding amount will not be paid by them and you will become immediately liable for payment in full. We may invoice you direct or debit the relevant balance from your credit or debit cards in accordance with the process set out in paragraph 1.12;

d. If we invoice you for your treatment or service, or for an element of it, you agree to pay us the amount invoiced within 30 days.


2.7 If no rate has been agreed between PCHL and your insurer or Sponsor in respect of your treatment or service, PCHL Standard Rates will apply to your treatment or service.

2.8 If you pay for your treatment or service and subsequently seek reimbursement from your insurer or Sponsor, and if no other rate has been expressly agreed between you and PCHL, PCHL Standard Rates will apply to your treatment or service. You must pay the full balance a minimum of three (3) working days prior to your scheduled admission date.

2.9 We recommend that you keep in contact with your insurer or Sponsor at each stage of the treatment or service you receive to ensure you are appropriately covered.

What your insurance may not cover

2.10 Some insurers use treatment or service guidelines that may not match the professional medical opinion of the Consultants, nursing staff and other medical professionals providing your treatment or service. In some cases this can mean that your insurer may not pay for certain parts of the treatment or service you receive, and you will be required to pay for that part of your treatment or service. In particular you should note that treatment for complications may in some cases not be covered by insurance and in such cases you agree to cover the cost of your treatment or service.

2.11 Your insurance policy may not cover the cost of Sundry Items or other items such as specialist equipment, like crutches or wrist braces, or it may only cover part of such costs. You will be required to pay for any such items not reimbursed by your insurers before you are discharged.

2.12 If you are authorised for a procedure by your insurer and you choose to have a further procedure which is not covered by your policy, you will be given a Self-Pay price for this procedure. It is your responsibility to ensure that your insurer is made aware of the additional procedure(s).

Self-funded patients

3.1 If you are paying for your own consultation, treatment or service and there are any changes to the treatment or service cost we will advise you of the costs prior to carrying out the treatment or service.

3.2 It is not always possible to give an exact price for the treatment or service you will receive at PCHL and the total cost may depend on a number of factors, including any pre-existing conditions you may have. PCHL will always try to provide an accurate price and if the cost of your treatment or service is likely to exceed this price, PCHL will try to notify you as soon as possible.

3.3 You are responsible for the payment of all treatment or service you receive at PCHL.

3.4 All consultations, treatments or services are to be paid for in advance of your consultations, treatments or services being carried out. Payments will either be compelted on line where you are completing a booking via our self service booking system. For appointments which are arranged via phone or email, you shall be sent an invoice which contains a payment link. Payment methods can be found in section 1.11.

3.5 Confirmation of consultations, treatments or services will be issued once payment has been successfully completed along with a receipt for payment (via stripe for card payments or online payments).

3.6 Where payment has not been received for the consultations, treatments or services PCHL will make every effort to contact the patient however, PCHL reserves the right to cancel the appointment. Where an appointment is cancelled you shall be notified by our customer service team.

3.7 Where a treatment or service are advised at the time of a consultation payment shall be required prior to the treatment or service being carried out as per outline in 3.5.

3.8 Should a consultations, treatments or services be cancelled by PCHL, PCHL will not take any responsibility for costs or expenses incurred by the patient.



“Applicable Law” means any and all laws, regulations, guidelines and professional obligations applicable to the provision of Care or the performance of services for you, including the requirements as regards treatment, procurement, research and storage of reproductive material;

“Treatment” means care, treatment, diagnosis provided by us;

“Service” means care services provided by us;

“Products” means goods provided by us;

“Consultants” means all consultants, surgeons and anaesthetists involved in your Care;

“Agreement” means these Terms, your treatments or services and the Admission Form/Consent Form/Patient Deposit Form;

“Price” means how much you will pay for your Treatment;

“Price” means the anticipated and estimated costs of your Treatment Plan according to the treatment or service you select;

“In-Clinic Team” means all staff in-clinic involved in your Care;

“PCHL” means PCHL clinics and facilities;

“Sponsor” means an employer, or other third party, as identified to PCHL;

“Terms” means these terms and conditions/Agreement;

“PCHL”, “we” or “us” means Primary Care Holdings Limited and related Brands;

“PCHL Standard Rates” means PCHL standard rates for treatments or services which we can provide upon request;