Terms & Conditions.

1. About these terms

These terms and conditions ("the Terms") form the agreement between you ("the Patient", "you") and My Health & Wellbeing Clinics Ltd ("Tower Bridge Hospital London", "we", "us", "our"), a private medical clinic registered in England and Wales (company number 14811638), trading from 97–99 Whitechapel Road, London E1 1DT.

By booking an appointment with us, attending an appointment, or using any of our services, you confirm that you have read, understood and agreed to these Terms. If you do not agree, please do not book an appointment with us — or, if you've already booked, please contact us to cancel.

2. Definitions

In these Terms, the following expressions have the meanings set out below:

• "Appointment" means any scheduled in-person, telephone or video consultation, procedure, examination or other service booked with us.
• "Booking" means the process by which you reserve an Appointment, including by online booking, telephone, email or in person.
• "Clinician" means any registered medical professional, including doctors, nurses, healthcare assistants, sonographers, technicians and allied health professionals working at or for Tower Bridge Hospital London.
• "Services" means any clinical or non-clinical service we provide, including consultations, examinations, investigations, procedures, treatments and written reports.
• "Insurer" means any private medical insurance company you authorise to pay for your Services on your behalf.

3. Booking an appointment

Appointments can be booked online through our booking portal, by telephone (020 7916 0029), by email (info@mhwclinic.co.uk) or in person at reception. When you book, you confirm that the information you give us — including your name, date of birth, contact details, medical history and reason for booking — is accurate and complete to the best of your knowledge.

A booking is only confirmed once you have received written or electronic confirmation from us. We reserve the right to decline or cancel a booking where, in our reasonable judgement, the service is not appropriate for us to provide, your needs are better served by another provider, or there are concerns about safety, suitability or behaviour.

3.1 Deposit at booking

Most Appointments require a booking deposit of £50, taken at the time of booking by debit or credit card. The deposit secures your Appointment and is offset against the total cost of your Services on the day. Where the total cost is less than £50 (for example a low-cost service), the deposit may instead be held as a no-show protection and credited at the end of the visit.

Some Services with higher costs (for example minor surgery, hair transplant, certain diagnostic procedures) may require a larger deposit, which will be clearly stated at the time of booking.

4. Payment

Payment is due in full at the time of your Appointment unless otherwise agreed in writing. We accept payment by credit and debit card. Cash may be accepted at reception's discretion but is not our preferred method.

The price of an Appointment is the price published on our website at the time of booking, or the price specifically quoted to you in writing or in person. Additional services or investigations arranged during the Appointment (for example, additional blood tests, scans, treatments) will be quoted and agreed before they are carried out.

Prices are inclusive of VAT where applicable. Medical services are generally exempt from VAT under UK legislation, but certain non-clinical services (such as some private reports, occupational health work, or copies of records for non-clinical purposes) may attract VAT.

4.1 Insurance-paid appointments

We accept payment from several major UK private medical insurers, including Bupa, AXA Health, Vitality, Aviva, Cigna and WPA. If you wish to use insurance, you must:

• Tell us at the time of booking that you intend to pay via insurance
• Provide your insurance details, pre-authorisation code (where required), and any policy limits or excesses we should be aware of
• Confirm that you have pre-authorised the specific service with your insurer where your policy requires this

Important: if your insurer declines payment, partially pays, or applies an excess or shortfall, you remain ultimately responsible for the balance. We will invoice you for any amount not paid by your insurer within 30 days of the original Appointment. This is standard practice across UK private healthcare.

5. Cancellation, rescheduling and no-shows

We understand that plans change. We ask that you give us as much notice as possible if you need to cancel or reschedule.

5.1 Cancellation more than 48 hours before your Appointment

If you cancel or reschedule with more than 48 hours’ notice, your £50 deposit will be refunded to your original payment method, or held as a credit for a future Appointment, as you prefer. There is no cancellation fee.

5.2 Cancellation less than 48 hours before your Appointment

If you cancel or reschedule with less than 48 hours’ notice, or if you do not attend ("no-show"), the £50 deposit is non-refundable, and we reserve the right to charge the full cost of the booked Appointment.

This is because clinical time is a scarce resource: an Appointment slot reserved for you and not used cannot easily be filled at short notice, and another patient may have been turned away. Late-cancellation fees reflect the actual operational cost to us and to other patients waiting for an Appointment. Same-day exception: if you book an Appointment for the same day and need to cancel that same day, you are exempt from the late-cancellation fee, since 48 hours’ notice was never possible.

5.3 Cancellations by us

If we need to cancel or reschedule your Appointment — due to clinician illness, equipment failure, or any other reason — we will contact you as early as possible and offer the earliest reasonable alternative. If you choose not to accept the alternative, your full payment, including any deposit, will be refunded.

5.4 Exceptional circumstances

We may waive late-cancellation fees in genuine exceptional circumstances — for example sudden serious illness, bereavement, or other emergencies. This is at our reasonable discretion. To request a waiver, contact us as soon as you reasonably can and explain the circumstances.

6. Refunds

We offer refunds in the following circumstances:

• You cancel an Appointment with more than 48 hours’ notice (refund of deposit, per section 5.1)
• We cancel your Appointment and you choose not to accept a reschedule (refund of payment, per section 5.3)
• We have failed to provide a Service to a reasonable standard, or a clinical error has occurred (case-by-case, in accordance with our Complaints Policy)
• An additional service was charged in error

We do not refund for change of mind after a Service has been provided, for dissatisfaction with a clinical opinion you disagree with (provided the clinician has worked to a reasonable standard), for missed Appointments, or for unused portions of a course of treatment voluntarily discontinued.

If you are unhappy with a Service and believe a refund is appropriate, please raise this with us in writing first via the Complaints Policy. Complaints are taken seriously and resolved fairly — including with refunds where appropriate. Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015.

7. Scope of our services

Tower Bridge Hospital London is a private outpatient medical clinic. We provide private GP services, specialist consultations, minor surgical procedures, diagnostic services and other outpatient care as listed on our website. The Services we provide are subject to our clinical judgement and operational capacity at the time of your Appointment.

We are not an emergency service. If you or someone you are responsible for has a medical emergency, call 999 or attend your nearest A&E. The Royal London Hospital (with paediatric and adult A&E) is approximately 5 minutes' walk from us, at Whitechapel Road E1 1FR.

7.1 Telephone and video consultations

Some Services may be offered by telephone or video consultation. These are appropriate for some clinical concerns but not all. Where a clinician judges that an in-person examination is necessary, you will be asked to attend the clinic. If we cannot provide the Service safely or effectively by remote consultation, we may decline to continue and offer you an in-person Appointment instead.

7.2 No guarantee of clinical outcome

Medical practice involves judgement, probability and risk. While our clinicians work to a high standard and follow current evidence-based guidelines, we cannot guarantee specific clinical outcomes, the success of any treatment, or that a diagnosis will be reached in any particular timeframe. We work with you to understand your concerns, undertake appropriate investigations, and recommend appropriate management — but the practice of medicine is not a contract for a specific result.

8. Your responsibilities as a patient

To enable us to provide safe and effective care, we ask that you:

• Provide accurate and complete information about your medical history, current medications, allergies and reason for booking
• Arrive in good time for your Appointment (we recommend 10 minutes before the booked time)
• Attend Appointments sober, and not under the influence of recreational drugs — clinicians may decline to consult with patients who appear intoxicated, and the £50 deposit will be retained
• Treat our staff, clinicians and other patients with respect, in accordance with our Zero Tolerance Policy
• Inform us of any changes to your contact details, medical history or medications between Appointments
• Take responsibility for any treatment recommendations, including any onward referrals we make to specialist services

9. Age, capacity and accompaniment

We see patients from infancy onwards in our paediatric service, and patients of all ages in our other services subject to clinical appropriateness.

Patients aged 16 and over may book Appointments in their own right and consent to most medical treatment themselves under the Family Law Reform Act 1969. For sensitive consultations (sexual health, mental health, contraception), 16- and 17-year-olds have full rights to confidential consultation.

Patients under 16 must normally be accompanied by a parent or legal guardian who has parental responsibility, and must be booked by that parent or guardian. In specific circumstances, a young person under 16 may consent to confidential consultation in their own right under Fraser/Gillick competence assessment by the clinician — principally for sexual health, contraception or where involving a parent would put the young person at risk. This is assessed case-by-case.

For patients who lack capacity to consent (under the Mental Capacity Act 2005), Appointments must be booked and consented to by an appropriate person with legal authority — typically a Lasting Power of Attorney for Health and Welfare. Best interests decisions are made in accordance with the Act.

10. Records, confidentiality and data protection

We keep clinical records of every Appointment and Service we provide. These records are confidential and held in accordance with our Privacy Policy, which forms part of these Terms by reference.

We do not share information about your Appointment with your NHS GP, employer, family members, partners or any other third party without your explicit consent — except where required by law (for example, statutory disclosure orders, public health notifiable diseases, safeguarding concerns where there is risk of significant harm).

Your records are retained for a minimum of 8 years after your last Appointment (longer for children, ongoing treatment or where regulatory requirements apply). See our Privacy Policy for full details on data handling, your rights, and how to make a Subject Access Request.

11. Complaints

If you are unhappy with any aspect of the Service you have received, please raise this with us in the first instance. Our Complaints Policy sets out exactly how to do this and how we'll respond. We aim to acknowledge complaints within 24 hours and respond substantively within 28 days. Patients also have rights of independent escalation to bodies such as ISCAS, the CQC, the PHSO (where applicable) and the GMC for clinician-specific concerns.

12. Liability

Our liability to you under these Terms is governed by general principles of English contract law and clinical negligence law as it applies to private healthcare providers. Specifically:

• We do not exclude or limit liability for death or personal injury caused by our negligence, or for any other liability that cannot lawfully be excluded under English law.
• We do not exclude liability for fraudulent misrepresentation or for breach of statutory rights under the Consumer Rights Act 2015.
• Subject to the above, our maximum aggregate liability to you for any loss arising under or in connection with these Terms is limited to the amount you have paid us for the Services in question.
• We are not liable for indirect, consequential, or economic loss (for example, loss of earnings from time off work, missed travel, missed engagements), except where such loss results from our negligence and was reasonably foreseeable.

Our clinicians hold appropriate professional indemnity cover (typically through the MDU, MDDUS, MPS or equivalent) in accordance with GMC requirements. Claims of clinical negligence are dealt with through the appropriate indemnity provider, not through these Terms.

13. Changes to these Terms

We may update these Terms from time to time to reflect changes in law, regulatory expectations, or how we operate. The current version is always available at towerbridgehospital.co.uk/terms-conditions, with the "last reviewed" date shown at the top.

Material changes (for example, changes to cancellation policy or pricing) will be communicated to you at the time of your next Appointment booking. Continued use of our Services after such notice constitutes acceptance of the updated Terms.

14. Governing law and jurisdiction

These Terms and any non-contractual obligations arising from them are governed by the laws of England and Wales. Any disputes arising out of or in connection with these Terms are subject to the exclusive jurisdiction of the courts of England and Wales. This does not affect your statutory rights as a consumer to bring proceedings in your local courts.

15. Contact us

Questions about these Terms can be sent to:

• Email: info@mhwclinic.co.uk
• Telephone: 020 7916 0029
• Postal address: My Health & Wellbeing Clinics Ltd, 97–99 Whitechapel Road, London E1 1DT

© 2026 My Health & Wellbeing Clinics Ltd. Registered in England and Wales, company number 14811638.
This policy was last reviewed in May 2026. Version 1.0.