Terms and Conditions for Cinnamon Healthcare

Your privacy is important to us at Cinnamon Healthcare. We respect your privacy regarding any information we may collect from you across our website.

Owner contact email: info@cinnamon-healthcare.com

1. Introduction

1. Cinnamon Healthcare is the trading name of DLV Medical Ltd; a healthcare provider located at 85 Great Portland Street, London, W1W 7LT. The company is limited by guarantee, registered in England with Company No. 14884679. For ownership details please visit the dedicated profile on Companies House.
2. Cinnamon Healthcare provides GP Health services (referred to as ‘the Services’) at our clinic, online, over the phone and at the patient’s workplace or home.
3. Cinnamon Healthcare is regulated by the Care Quality Commission (the CQC) under number 1-17989617832. The CQC monitors, inspects, and regulates health and social care services.
4. By using Cinnamon Healthcare’s services, patients are bound by these Terms and Conditions, which they must carefully read and understand. If you do not understand or agree to and accept these terms in full, you are not authorised to use or access our services and you should not use them.
5. Emergency Notice – Our services are not suitable for any emergency medical situation. The services and any advice are provided for non-urgent circumstances only. If you are in an emergency (or you think there is the opportunity for the situation to escalate to one considered to be an emergency) or you require urgent or emergency treatment, we strongly advise that you must contact your General Practitioner (GP) or the emergency services by dialling 999 or seek other emergency medical services. The services are in no way designed or intended to replace the services of the NHS.

2. The website

1. Cinnamon Healthcare owns and manages www.cinnamon-healthcare.com.
2. By accessing the website, you agree to these terms. We may change the terms without notice, so please check regularly.
3. Although the website is usually available, we are not liable if it is not. We may suspend access without notice in certain situations.
4. The website may have links to third-party websites, but we are not responsible for their content.
5. Visitor conduct: Any material you post on the website is not confidential, and we can use it for any purpose. Do not post offensive, harmful, or illegal material. Misuse of the website is also prohibited. We may cooperate with law enforcement authorities or court orders.
6. Restrictions on trademarks and copyrights: The website’s materials, including images, are owned by Cinnamon Healthcare. You need our written consent to use any materials from www.cinnamon-healthcare.com.
7. The website provides information about our products and services, but you should seek advice from your GP before making decisions. The website’s information is not exhaustive.
8. The website is subject to UK laws and is intended for UK residents only. We are not liable for any losses incurred if the website is inaccessible or communication methods fail. Carefully review the website before making any purchases. We are not liable for losses resulting from unforeseeable circumstances outside our control.
9. Email is not secure, and any information you send us via email is at your own risk.

3. Registration and Eligibility

1. When you register with us, you agree to provide the following:

               i. Your full name, including middle names, maiden name if married, or any other names you have previously been known by
               ii. Date of birth
              iii. Full postal address including post code
              iv. Your GP name and address
              v. A photo ID (passport or driving license) for identification purposes at the time of consultation

     2. You confirm to the best of your knowledge to have exercised all due skill and care that the information you have provided is complete, true, and correct.

4. Appointments

1. Our appointment availability is limited and subject to change. If you request an appointment with a particular GP, we will do our best to fulfil your request based on their availability.
2. All appointment times are by reference to local UK time.
3. At times, due to medical emergencies and other reasons beyond our reasonable control, we may also need to change your appointment time. We reserve the right to do so at any time up to the confirmed start time of your appointment. We will, in such circumstances, write to you or call you to agree an alternative appointment time.
4. The duration of your appointment is selected at the time of booking, such as 20 or 40 minutes. The consultation will be conducted within this allocated time frame. A small delay of up to 5 minutes is permitted as a grace period, but if additional time is required to address your concerns, you will either be invoiced for the extended appointment duration or asked to book a follow-up appointment to discuss any remaining matters.

5. Payment

1. Payment for all services and products must be made before or immediately after the services are received or when purchased products are collected. Payments can be made by card via Semble (online booking) or via stripe if booking through the reception team; cash and cheques are not accepted.
2. In order to pay for the services, you will need to provide payment card details. You must have appropriate authority to use the payment card which you use for payment.
3. Your card will be charged at the time of booking a consultation.
4. We do not take payments from insurance companies.
5. Cinnamon Healthcare does not store any of your payment card details on its systems.
6. Depending on your treatment, you may be required to pay for Pathology tests, Vaccinations, and Prescribed medicine(s) in addition to your appointment fee.
7. All licensed medication prescribed to you must be paid for directly to the pharmacy from which you obtain the medication on production of the prescription.
8. The prices for all services are available on the website, at the reception, or upon request to receptionists or clinicians before receiving services.
9. Although not mandatory, clinicians may discuss the cost of services with patients before consultation or treatment commences at their discretion.
10. If treatment costs are prepaid, patients will be informed of the services they have paid for at the time of payment to ensure clarity.

6. Indemnity

1. By agreeing to this agreement, you accept the responsibility to indemnify and hold us, our affiliates, and agents, as well as their officers, directors, and employees, harmless from any claim or demand, including legal fees, that may arise from a third party due to your breach of this agreement or violation of any law or rights of a third party.

7. Medical form

1. Upon registration, a medical history form must be completed by you, providing the necessary details.
2. The GP conducting your appointment will review the completed form.
3. It is essential to complete the form as precisely and thoroughly as possible. Failure to do so may affect the advice or decisions made by the GP regarding your health and/or treatment. Providing inaccurate, false, or incomplete information to the GP will absolve Cinnamon Healthcare of any responsibility for any resulting consequences.

8. Consultations

1. You must have available a photo proof of identity (for example a Passport or Driver’s License) to show the Doctor at the start of your consultation. If the doctor cannot verify your identity, they may choose to cancel the consultation or be unable to issue a prescription. Please therefore ensure that you provide correct and accurate information.
2. At the beginning of each consultation, the doctor will confirm the address from where you are having your consultation from. The purpose of this is, in the unlikely event of an emergency, the doctor can notify the emergency services of your location.
3. Cinnamon Healthcare provides a service that allows users to consult with a doctor via secure video chat via our software Semble.
4. You agree to always provide any doctors with whom you have a video consultation, accurate and complete information about you.

9. Cancellations

1. To cancel an appointment, please either:

• Use the cancellation link in the booking confirmation you received from us
• Call the clinic on 02030313522
• Email info@cinnamon-healthcare.com

1. There is a £10 administration fee for cancellations.
2. If you cancel your appointment more than 24 hours before the start time, you will receive a full refund if you have already paid.
3. Appointments cancelled with less than 24 hours before the start time will be charged in full with no refund.
4. Any owed refunds will be processed within thirty (30) days of notification, and payment will be made through the same method as the original payment unless otherwise agreed with Cinnamon Healthcare.

10. Refunds

1. Cinnamon Healthcare will only provide refunds when the fault lies with the clinic, as determined by us, or in line with our cancellation policy.

11. Amending your appointment

1. Call the clinic at 02030313522 to speak to the receptionist or e-mail info@cinnamon-healthcare.com if you need to change an existing appointment.
2. The new appointment time will be mutually agreed upon between you and the clinic.

12. Late Attendance

1. If you are running late to an appointment, please call the clinic on 02030313522 to inform them. If you arrive at most five (5) minutes late or do not attend your appointment, we reserve the right to cancel it, and no refund will be given.
2. If you are more than five (5) minutes late, the clinic may still allow you to attend your appointment for the remainder of the allocated time or offer an alternative appointment with another GP. You will still be charged the full appointment fee.

13. Fair Usage

1. Cinnamon Healthcare reserves the right to refuse services to any individual who, at the clinic’s discretion, is not using the services fairly. Examples of unfair use include but are not limited to, inability to pay fees, persistent cancellation or non-attendance of appointments, repeated nonpayment, and exhibiting inappropriate or offensive behaviour towards staff or within the clinic.
2. If Cinnamon Healthcare determines that your behaviour or use of services is inconsistent with our Fair Usage Policy. In that case, we may refuse to continue providing services to you, and any scheduled appointments may be cancelled.
3. If you wish to appeal such a decision, you may do so through our complaints process.

14. Referrals

1. If the GP conducting your appointment deems a referral necessary, they will refer you to a specialist consultant. Referrals can be of two types:

• Open – An open referral does not mention the name of a particular consultant but only outlines the nature of the referral. For example, a patient may be referred to a dermatology specialist for a skin condition.
• Named – A named referral will refer you to a specific consultant, either one you have chosen or one recommended by your GP.

15. Private Prescriptions

1. If, in the professional opinion of your GP, they determine that medication would benefit you, they will prescribe medication following industry guidelines and standards.
2. You understand and accept that there is no guarantee that you will be approved to receive a prescription following a consultation. Prescriptions are issued at the sole discretion of the Doctor.
3. Once your GP has prescribed medication, they will provide you with a private prescription form during your appointment or on the same day.
4. Private prescriptions are subject to a fee.
5. You can obtain and pay for medication prescribed via a private prescription at any dispensing pharmacy in the UK.
6. You agree and consent to Cinnamon Healthcare sharing basic identification data with the nominated pharmacy, for the purposes of enabling the pharmacy to verify your identification on collection of your prescription.
7. All prescriptions that are issued by a doctor are only valid at approved UK pharmacies.
8. All licensed medication prescribed to you must be paid for directly to the pharmacy from which you obtain the medication on production of the prescription
9. We recommend that you keep your registered NHS GP informed of any medication prescribed by our GPs.
10. If you experience any adverse reactions or side effects to medication prescribed by our GPs, you must seek medical advice promptly from either the dispensing pharmacy, Cinnamon Healthcare GP who prescribed the medication, your NHS GP or A&E as appropriate.

16. Complaints

1. We encourage patients to email feedback@cinnamon-healthcare.com to give feedback in the first instance. This way, we can resolve the issue before the need for a formal complaint.
2. If you want to make a complaint or give feedback, please submit it in writing via email or letter.
3. Upon receiving your complaint, an acknowledgement will be sent in writing within five working days, together with a copy of the complaint procedure if it has yet to be sent before. The reply will estimate the time required to investigate the complaint and reply again within fifteen working days.
4. To lodge a complaint about our services, you may either speak to one of our staff members at the clinic or contact us at feedback@cinnamon-healthcare.com.

17. Privacy and Confidentiality

1. Your personal information to Cinnamon Healthcare will be used solely for healthcare services. We will not disclose this information to any third parties without your explicit consent, except where required by law.
2. Cinnamon Healthcare adheres to all relevant privacy laws and regulations. For further information, please refer to our privacy policy and cookies policy.
3. The clinic’s website uses cookies. By using the website or agreeing to the terms and conditions, patients consent to use cookies under the privacy and cookies policy.

18. Your use of Cinnamon Healthcare and the services

1. By proceeding to use Cinnamon Healthcare, you agree to the following:
2. You must disclose all relevant information truthfully to the best of your knowledge. This applies to both the remote consultations as well as any other communication with a doctor.
3. The services and advice provided to you when you use Cinnamon Healthcare is based on the information you have supplied. It is your responsibility to ensure this information is accurate and complete and you accept that failure to do so (whether intentionally or not) will affect the advice given to you and the medicines prescribed to you and, as such, may have consequences for which neither we or any doctor can be responsible for.
4. We cannot accept liability and are not liable for any loss, damage or distress that you may suffer as a result of your failure to follow advice provided to you when you use Cinnamon Healthcare or from your failure to pass on information to your regular healthcare provider. You accept that the advice given to you by any doctor does not replace the advice you receive from your regular healthcare provider. You must tell your regular healthcare provider about any treatment and/or medication that you receive through use of Cinnamon Healthcare.
5. We may share your personal data with pathology laboratories (e.g. for blood analysis), pharmacies, diagnostic clinics (such as but not exclusive to ultrasound clinics, or any other imaging clinics). In addition, we may share your personal data with appropriate specialists if the need arises.
6. It is mandatory that we notify your GP of your treatment with us. This is a compliance requirement of the General Medical Council.
   We will always offer to notify your GP of any medicines that we have prescribed, but if you decline to take up our offer, it is your responsibility to notify your GP.
7. At the end of every consultation, the doctor will write a summary including the medication they have prescribed and your next review date. This will be emailed to your GP unless you have specifically requested us not to. A copy of this letter will always be emailed to you for your own records.
8. We may need to share your personal data with health authorities, NHS Trusts, special health authorities, legal authorities, and ambulance services. With your consent and, subject to strict sharing protocols about how it will be used, we may also share your information with social services, education services, local authorities, voluntary sector providers as well as the private sector.
9. Please note that in an emergency, we may need to contact a healthcare professional, social services, or the emergency services without your consent, even when you have not consented to contacting your GP.
10. If medication is prescribed and dispensed to you, you are responsible for checking that the medication dispensed by your nominated pharmacy is the correct medication and that such medicine is not damaged in any way. If in doubt, you must contact the pharmacy to seek advice. You must carefully read all product packaging and labels prior to taking any medication or commencing treatment.
11. By registering with us, and having a consultation through Cinnamon Healthcare, you warrant and represent to us that:
12. (i) you are legally capable of entering into binding contracts;
13. (ii) you are at least 18 years old;
14. (iii) you have not registered with us more than once and only for yourself;
15. (iv) you have provided your legal name and permanent address;
16. (v) you have answered all questions truthfully and fully and you have not omitted anything of importance; and
17. K. You further undertake that:
18. (i) you will not take part in a consultation or use the services on behalf of anyone other than yourself;
19. (ii) you will comply with any instructions given in relation to any prescription provided to you including in particular route of administration, timing and dosages, and you will promptly report any side effects of any prescription to a doctor;
20. (iii) you will not use any medication prescribed to you after its expiry date;
21. (iv) you will immediately notify us or the doctor if any information held by Cinnamon Healthcare about you is inaccurate or incomplete;
22. (v) in the interests of maintaining privacy and security of information, you will not make any private copies of any recordings of consultations.
23. (vi) you will not permit any unauthorised person to access your prescription or use medication prescribed to you.

19. Our liability to you

1. We acknowledge our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, or where such liability cannot be excluded or limited by applicable law. However, we exclude to the fullest extent permitted by law:
2. All conditions, warranties, and other terms that may be implied by statute, common law, or equity; and
3. Any liability for losses or damages that are not foreseeable or were not within your and our contemplation when we entered into this Contract, including but not limited to, indirect or consequential loss or damage, such as loss of income, revenue, business, profits, anticipated savings, or goodwill.
4. Except as provided in section 1 above, our total liability to you for any one event or related series of events will not exceed, in total, 150% of the total amount paid by you for the Services in the 12 months immediately preceding the first incident leading to the liability.
5. These terms and conditions do not affect your legal rights as a consumer. 

20. Unforeseen circumstances & events outside of our control

1. We are not responsible for events out of our control or unforeseen circumstances.
2. If the clinic is closed or the running of the Services is affected by an event outside our control or an unforeseen circumstance, we will contact you as soon as possible if you have an Appointment booked to let you know.
3. We will take steps to minimise the effect of the event or circumstance.
4. If we do this, we will not be liable for short-term closure or disruption caused by the event or circumstance (‘short term’ means thirty (30) days or less).
5. However, if there is a risk of long-term closure or severe disruption to the Services at your clinic (‘long-term’ means more than thirty (30) days), we will look to find you an alternative GP at one of our other facilities, assuming there is another facility within a reasonable distance from your clinic and there is a GP on site.
6. Such alternative placement is strictly subject to availability.
7. If an alternative placement is not available or possible. In that case, you may contact us to receive a refund for any sums you have paid in advance for appointments you have been unable to attend due to the long-term closure or severe disruption. 

21. Suspending the service

1. The Services may be suspended for various reasons, including regulatory changes imposed by the General Medical Council or the Care Quality Commission.
2. In case of a suspension, we will make every effort to inform you in advance if you have an upcoming appointment and attempt to find an alternative GP at another facility with a GP on site and availability, assuming another facility is reasonably close. However, this may only be possible in an emergency or urgent situation.
3. If the Services are suspended for more than fourteen (14) days, you are entitled to a full refund for any Appointments already paid for but missed due to the suspension.

22. Transferring our rights

1. This agreement may be transferred by us to another organisation, along with our rights and obligations. In the event of a transfer, you will be notified of the transfer if you have an Appointment booked with us that will take place after the transfer.

23. Parties to this contract

1. This Contract is between you and us; only you and we have any rights under it. No other person shall have any rights to enforce any of its terms.

24. Separate clauses

1. If any part of this Contract is found illegal, unlawful, or unenforceable by a court, the remainder will remain in force. Each paragraph of these terms operates separately. If any court or relevant authority decides that any paragraphs are illegal, unlawful, or unenforceable, the remaining paragraphs will remain in full force and effect.

25. Enforcing this contract

1. If we delay enforcing this Contract or any term, we may enforce it later. If we do not immediately insist that you do anything you are required to do under this Contract or delay in taking steps against you regarding any breach by you of this Contract. In that case, it will not mean that you do not have to do those things or can prevent us from taking steps to enforce our rights at a later date.

26. The law governing this contract

1. These Terms and Conditions are governed by English law, and you can bring legal proceedings regarding our Services in the English courts.

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27. Amending these Terms & Conditions

1. We retain the right to modify the Contract and its associated terms and conditions without prior notice. If we introduce significant alterations to the Contract, we will post them on our website. You are responsible for regularly reviewing and comprehending the provisions of this Contract before utilising the Services.