Terms & Conditions

These terms apply when you book or receive care at Jenhams Clinic, and when you use our website. Please read them before your first appointment. They sit alongside our Privacy Notice, which explains how we handle your information.

Version 2. Last updated August 2026. Next review August 2027.

Who we are

1. Jenhams Clinic Ltd is a private healthcare clinic at 45 South Street, Dorking, Surrey, RH4 2JX. We are registered in England and Wales, company number 9474519, with our registered office at the same address.
2. We are registered with and regulated by the Care Quality Commission. Our provider identification number is 1-2128282582.
3. Our doctors are registered with the General Medical Council and our nurses with the Nursing and Midwifery Council. All clinicians work within their professional codes of conduct and hold appropriate professional indemnity cover.
4. In these terms, "we", "us" and "the clinic" mean Jenhams Clinic Ltd. "You" means the person booking or receiving care, or the parent or guardian booking on behalf of a child.
5. By booking an appointment or using our website, you accept these terms.

Our services, and what they are not

1. We provide travel and UK vaccinations, ear wax removal, skin tag removal, weight management, health screening, blood tests, diagnostics and imaging, nursing services and private GP consultations. Most care is provided at our Dorking clinic. Some services are also available by video consultation elsewhere in the United Kingdom, where that is safe and appropriate.
2. We are not an emergency service. If you have a medical emergency, call 999 or go to your nearest emergency department. If you need urgent advice when we are closed, contact NHS 111.
3. Our service does not replace your NHS GP. We strongly recommend that you stay registered with an NHS practice, and we may decline to provide ongoing care that is better delivered by your registered GP.
4. Appointment availability is limited and subject to change. Where you ask to see a particular clinician we will do our best to accommodate that, subject to their availability.
5. Our clinic opening hours are published on our website and may change from time to time.

Booking your appointment

1. You can book by telephone, in person, or online through our booking system. Online bookings are confirmed by email. If you do not receive a confirmation, please contact us before travelling to the clinic.
2. When you book online you are entering into a distance contract. You normally have 14 days to cancel a distance contract and receive a refund.
3. If you ask us to begin providing the service within that 14 day period, and the service is then fully performed, your right to cancel ends once the service has been carried out. By attending your appointment you are asking us to begin the service and you accept that this is the case.
4. Where a service has been partly performed and you then cancel within the 14 day period, we will refund you less a proportionate amount for what has already been provided.

Changing, cancelling and missed appointments

1. You can cancel or move an appointment by telephone, by email, in person, or using the link in your booking confirmation.
2. We do not charge a cancellation fee. We do ask for at least 24 hours notice wherever possible, so that we can offer the slot to another patient.
3. If you have paid in advance and cancel before your appointment, we will refund you in full. Refunds are made to the original payment method within 14 days.
4. We reserve the right to decline future bookings, or to ask for payment in advance, where appointments are repeatedly missed or cancelled at short notice.
5. If you arrive late we will do our best to see you, but we may need to shorten your appointment or offer you another time so that other patients are not delayed.
6. If we need to cancel or move your appointment, we will contact you as soon as we can and offer you an alternative or a full refund.

Fees and payment

1. Prices for our main services are published on our website. Prices for anything not listed are available from the clinic on request.
2. We accept cash and all major credit and debit cards. Payment for online bookings is taken at the time of booking. Everything else is payable in full at the end of your appointment.
3. Your consultation fee covers the appointment itself. Vaccines, medicines, dressings, laboratory tests and imaging are charged separately and will be explained to you before they are provided.
4. We will not carry out any chargeable treatment without first telling you the cost and obtaining your agreement.
5. Receipts and invoices are provided on request, for example if you are claiming from an employer or insurer.
6. Prices may change from time to time. The price that applies is the one quoted to you at the time of booking.

Refunds

1. We refund in full where we cancel an appointment, where you cancel in advance, or where something has gone wrong on our side.
2. We cannot refund vaccinations, injections or procedures that have already been administered, or medicines that have been dispensed to you. This is for patient safety reasons and is standard practice.
3. Laboratory and imaging fees cannot be refunded once the sample has been processed or the scan performed.
4. Nothing in this section affects your statutory rights under the Consumer Rights Act 2015, including your right to services carried out with reasonable care and skill.

Information you give us

1. You will be asked to complete a medical history before or at your first appointment, and to keep us updated about your health, medication and allergies.
2. Please answer as fully and accurately as you can. Our clinicians rely on what you tell us, and incomplete or inaccurate information can affect the safety of your care.
3. We may decline to provide treatment where we do not have enough information to do so safely.

Consent to treatment

1. We will explain what a treatment involves, the benefits, the risks and any alternatives, and answer your questions before asking for your consent.
2. You can change your mind and withdraw consent at any point, including during a procedure.
3. You are welcome to ask for a chaperone for any examination or procedure. We will offer one where an intimate examination is involved, and we will record whether one was present or declined.

Children and young people

1. Patients under 16 must be accompanied by a parent or someone with parental responsibility, who will need to consent to treatment on their behalf.
2. A young person under 16 may consent to their own treatment where the clinician is satisfied they fully understand what is involved.
3. Patients aged 16 and 17 can consent to their own treatment, but we encourage them to attend with a parent or another adult.
4. We may ask for proof of identity, and of parental responsibility, before treating a child.
5. We do not provide weight management medication to anyone under 18.

Prescriptions and medicines

1. Where a clinician judges that medication is appropriate, they will issue a private prescription. Private prescriptions are not NHS prescriptions and the cost of the medicine is not covered by the NHS.
2. Our prescribers work to national guidance and their professional obligations. They will decline to prescribe where it would not be clinically appropriate, safe or lawful, even where you have paid for a consultation. The consultation fee remains payable in that situation.
3. For some services we supply medication directly at the clinic following your consultation. Where we do, we will explain how to store and use it, and provide the necessary equipment.
4. Where medication is dispensed and delivered to you rather than supplied in clinic, this is handled by a registered pharmacy acting on our prescription. We currently work with CloudRx and OneScript. We will tell you which pharmacy is being used and obtain your consent before sharing your details with them. Delivery timescales are indicative and cannot be guaranteed.
5. Otherwise you may take your private prescription to any dispensing pharmacy in the UK.
6. We do not currently prescribe controlled drugs.
7. Please tell your NHS GP about any medication we prescribe, so that your main record stays complete and safe. With your agreement we will write to them directly.
8. If you have a reaction or side effect from medication we have prescribed, seek advice promptly from the dispensing pharmacy, from us, from your NHS GP, or from 999 or an emergency department if it is serious.

Weight management

1. Our weight management service is a medical service, not a supply service. Medication is prescribed only after clinical assessment, and only where a clinician judges it appropriate for you. Completing the eligibility questionnaire does not guarantee that treatment will be prescribed.
2. To be considered for treatment you will normally need a body mass index above 30, or a body mass index above 27 together with a weight related condition such as high blood pressure, raised cholesterol, pre-diabetes, sleep apnoea, fatty liver disease or polycystic ovary syndrome.
3. You are unlikely to be eligible if you are pregnant or breastfeeding, or if you have severe liver impairment, end stage kidney impairment, pancreatitis or gallbladder disease, a personal or family history of thyroid cancer, a personal history of multiple endocrine neoplasia type 2, unstable diabetic retinopathy, diabetes requiring insulin or other injectable treatment, a history of severe depression or an eating disorder, previous bariatric surgery, severe gastrointestinal disease, chronic malabsorption, a bleeding or clotting disorder, or if you are currently being treated for cancer. The current list is published on our weight management service page.
4. You must give us accurate and complete information about your weight, your health, your medication and your history, including any history of disordered eating. Treatment prescribed on the basis of inaccurate information may be unsafe, and we may stop treatment where information has been withheld.
5. Where treatment is not prescribed, the consultation fee remains payable. The fee is waived where an injectable treatment is prescribed, in line with the prices published on our website.
6. We prescribe GLP-1 medicines in line with current MHRA and NICE guidance. Which medicine and which form is suitable for you is a clinical decision made with you at your consultation.
7. Continuing treatment depends on attending your review appointments and on how you respond. We may pause, change or stop treatment where it is no longer clinically appropriate, and we will explain why.
8. Medication is prescribed for you personally. It must never be shared with, sold to or used by anyone else.
9. Where we provide messaging access to our clinical team, this is for routine advice and support during working hours. It is not monitored continuously and must not be used for urgent or emergency concerns. If you are unwell and need help quickly, contact your GP, NHS 111, or 999 in an emergency.

Remote consultations

1. Where it is safe and appropriate, we offer video consultations to patients elsewhere in the United Kingdom. We will send you a secure link before your appointment.
2. A remote consultation is not suitable for everyone. Our clinician will tell you if you need to be seen in person, either at the outset or later in your treatment, and treatment may be declined or paused on that basis.
3. You are responsible for providing accurate measurements and health information where we cannot examine you in person, and for having a private space and a working connection at the appointed time.
4. Where we cannot verify your identity, or where the connection prevents a safe assessment, we may end the consultation and offer you another appointment.

Tests, results and reports

1. Turnaround times vary depending on the test ordered. We will tell you when to expect your results, and how we will contact you, at the time the test is arranged.
2. Results are interpreted by a clinician in the context of your history and examination. A result on its own is not a diagnosis, and normal results do not rule out all illness.
3. Screening tests are designed to look for particular conditions. They cannot detect everything, and no test is perfect.
4. Where a test shows something that needs acting on, we will contact you and advise what to do next. Where a result is significant for your ongoing care, we will normally need to inform your NHS GP, and we will discuss that with you.
5. Please contact us if you have not received results within the time we told you to expect them.

Referrals and onward care

1. Where a clinician considers a referral appropriate, we can refer you privately to a specialist, either named or open.
2. We cannot refer you directly into NHS specialist services. Where NHS care is appropriate, we will write to your NHS GP with our findings and recommendations so that they can arrange it.
3. Care provided by a specialist you are referred to is a separate contract between you and that provider. We are not responsible for their advice or treatment.

Sharing information with your GP

1. Keeping your NHS record complete is important for your safety, particularly where we have prescribed medication or found something significant.
2. We will normally write to your registered GP with a summary of your care. You can ask us not to, and we will respect that unless there is a safeguarding concern or a legal duty that requires us to share.
3. Full details of how we handle your information are in our Privacy Notice.

Confidentiality and your information

1. Everything you tell us is confidential. We will not disclose your information to anyone outside the clinic without your consent, except where the law requires it, where a court orders it, where there is a safeguarding concern, or where there is an overriding public interest.
2. We do not sell, rent or share your information for marketing, and we will not send you marketing emails unless you have asked us to.
3. How we collect, use, share and retain your information is set out in full in our Privacy Notice. Where anything in these terms appears to conflict with that notice, the Privacy Notice applies.

Behaviour in the clinic

1. Our team is entitled to work without abuse. We may decline to provide or continue care where behaviour towards our staff or other patients is aggressive, abusive or discriminatory.
2. If we decide to stop providing care, we will tell you in writing and give our reasons. You can ask us to review that decision through our complaints process.

Complaints

1. If something has gone wrong, please tell us. Most concerns are resolved quickly by speaking to the clinic directly.
2. To make a formal complaint, write to us at info@jenhamsclinic.co.uk or to the clinic address. We will acknowledge your complaint within three working days and aim to give you a full response within 20 working days. If we need longer, we will tell you why and keep you updated.
3. Complaining will never affect the care you receive.
4. If you remain unhappy once we have given our final response, you can refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS) for independent external adjudication. Details are at iscas.cedr.com.
5. The Care Quality Commission cannot investigate individual complaints, but you can share your experience with them at cqc.org.uk.
6. Concerns specifically about how we have handled your personal information are dealt with under the process in our Privacy Notice.

Our responsibility to you

1. We are responsible for providing our services with reasonable care and skill. Our clinicians are registered with their professional bodies and we hold professional indemnity cover.
2. Where we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure or of our negligence. Loss is foreseeable if it was an obvious consequence, or if it was something you and we both had in mind when you booked.
3. We are not responsible for loss or damage that is not foreseeable, or for business losses such as loss of profit, revenue or anticipated savings.
4. Except as set out in clause 19.5, our total liability to you for any one event, or any related series of events, will not exceed 150 per cent of the total amount you have paid us for our services in the 12 months immediately before the first incident giving rise to the liability.
5. As the law requires, we do not exclude or limit our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded. Nothing in these terms affects your statutory rights as a consumer.

Using our website

1. The content of our website is provided for general information. It is not medical advice and should not be relied on in place of a consultation.
2. We take care to keep the site accurate and available, but we cannot guarantee that it will be uninterrupted or error free, and we may suspend or withdraw it without notice.
3. The text, images and design on this site belong to Jenhams Clinic Ltd or our licensors. You may not reproduce or republish them without our written consent.
4. We are not responsible for the content of external websites we link to, or for their privacy practices.
5. Our services are offered within the United Kingdom, and our advertising is directed at the United Kingdom market.
6. Please do not send us confidential medical information by ordinary email unless we have agreed a secure way of doing so.

Events outside our control

1. We are not liable for failing to meet these terms where the cause is outside our reasonable control, including severe weather, fire, flood, power or telecommunications failure, industrial action, epidemic, or the actions of a public authority.
2. If such an event affects your appointment we will contact you as soon as we can, and offer you an alternative appointment or a full refund.

General

1. We may update these terms from time to time. The version published on this page at the time of your booking is the one that applies to that booking.
2. If any part of these terms is found to be unenforceable, the rest continues to apply.
3. If we do not insist on something straight away, or delay in enforcing our rights, that does not mean we have given them up.
4. This contract is between you and us. No one else has the right to enforce any of its terms.
5. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.

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