Terms of Use

Terms of Use

Online terms and conditions



1.1 What these terms cover. These are the terms and conditions on which we supply the services to you.

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide services to you, how you and we may end or change the condition of services, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

Your attention is drawn in particular to the following: (i) as part of the services, personal information which can be used to identify you, whether directly or indirectly, from that information, may be made available to medical practitioners for the purpose of providing services to you; (ii) you must, prior to using our services, read our Privacy Policy & Cookie Notice to understand how your personal information may be processed by us; (iii) as part of our services, we may be required to transfer your personal information to the medical practitioners to provide treatment quotes for you, and as part of your request for a quote, you will be asked to consent to the processing of certain categories of your personal information.


2.1 Who we are. We are Medessentially Ltd a company registered in England and Wales. Our company registration number is 9905657 and our registered office is at 180 Tottenham Court Road, London, United Kingdom, W1T 7PD

2.2 How to contact us. You can contact us by telephoning our customer service team at +44 203907738 or by writing to us at info@medessentially.com and 180 Tottenham Court Road, London, United Kingdom, W1T 7PD.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 ”Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.


3.1 What services we provide. We arrange medical treatment requested by you with a medical treatment provider. For the avoidance of doubt, Medessentially Ltd does not provide any medical treatment, medical diagnosis or medical treatment recognition.

3.2 We provide certain services through the Medessentially.com website. The services include:

  • The acceptance of the booking of the services;
  • Allocating each accepted booking to a medical treatment provider via such means as MedEssentially Ltd may choose;
  • Keeping a record of each accepted booking;
  • Arranging a medical appointment for you including gathering of documents necessary for the meeting;
  • Dealing with feedback.

3.3 We also provide additional services at your request. The additional services that we provide are set out in the Schedule to these terms and conditions. Each of the additional services is subject to their own terms and conditions and additional payment.


4.1 How we will accept your request. Our acceptance of your request will take place when we notify you via e-mail that your request has been received.

4.2 If we cannot accept your request. If we are unable to accept your request, we will inform you of this in writing. This might be because of unexpected limits on our resources which we could not reasonably plan for; because you are under 18 years old; because we have identified an error in the price of services or because we are unable to meet a service provision deadline you have specified.

4.3 Your reference number. We will assign a reference number and you will find it in your personal account on our web site. It will help us if you can tell us the reference number whenever you contact us about your order.


If you wish to make a change to the service you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the service, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.


6.1 Minor changes to the services. We may change the services:

(a) to reflect changes in relevant laws and regulatory requirements; and

(b) to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the services.

6.2 Updates to digital content. We may update or require you to update digital content, provided that the digital content shall always match the description of it that we provided to you before you bought it.


7.1 When we will provide the services. During the booking process we will let you know when we will provide the services to you.

(a) If the services are ongoing services or subscriptions. We will also tell you during the order process when and how you can end the ongoing services and subscriptions.

(b) If the products are one-off services. We will begin the services on the date set out in the booking.

7.2 We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.

7.3 Reasons we may suspend the supply of services to you.

We may have to suspend the supply of a service to:

(a) deal with technical problems or make minor technical changes;

(b) update the product to reflect changes in relevant laws and regulatory requirements;

(c) make changes to the product as requested by you or notified by us to you .

7.4 Your rights if we suspend the supply of services. We will contact you in advance to tell you we will be suspending supply of the service, unless the problem is urgent or an emergency.

7.5 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most services bought online you have a legal right to change your mind within 14 days (the cooling-off period )

These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

7.6 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of services once these have been completed, even if the cancellation period is still running;

7.7 How long do I have to change my mind? You have 14 days (the cooling-off period )after the day we email you to confirm we accept your booking. However, once we have completed the services you cannot change your mind, even if the period is still running.


8.1 How to tell us about problems. If you have any questions or complaints about the service, please contact us. You can telephone our customer service team at +44 20 3907738 or write to us at info@medessentially.com

8.2 Summary of your legal rights. We are under a legal duty to supply services in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

The Consumer Rights Act 2015 says:

  • you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it;
  • if you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable;
  • if you haven’t agreed a time beforehand, it must be carried out within a reasonable time.


9.1 Where to find the price for the service. We take all reasonable care to ensure that the price of the service advised to you is correct.

9.2 Medical treatment providers may require a deposit. If any of the medical treatment providers requires a deposit to be paid prior to commencing the treatment, you must pay the required deposit prior the treatment.


10.1 We will take reasonable steps to ensure that the person/persons and/or organisation/organisations administering the treatment are suitably qualified and registered with the relevant medical designated regulatory body or entity to perform the services. We cannot however be responsible for failures by the person/persons and/or organisation/organisations administering the treatment to you.

10.2 We are not responsible to you for any loss or damage suffered by you caused by the third party. Our employees are not medically qualified and they are unable to give medical advice. We arrange medical service for you but if you suffer a loss or damage as a result of a medical error made during the medical treatment arranged by us, we will not be held responsible. You will need to enforce your rights against the medical treatment provider.

10.3 We are not responsible for third party content on our website and mobile app. We are only responsible for our own content and we are not responsible for any content placed on our website by any third party, for example medical treatment providers.

10.4 We are not responsible for content of external sites. This refers to the links to websites belonging to third parties, for example, travel agencies, medical treatment providers. We do not accept liability for the content of the external websites as we have no control over them.

N.B. The treatment to be provided to you will be subject to a separate contract between you and person/persons and/or organisation/organisations administering the treatment.


We shall, in providing the services, comply with our Privacy Policy & Cookie Notice relating to privacy and security of your personal information, as such policy may be amended from time to time.

N.B. By accepting the terms of this user agreement, you authorize the transfer of your contact information to the Medical Provider.

Once you've chosen a quotation, the chosen Medical Provider can contact you directly to assist you in organizing your medical trip and booking the medical procedure.


These terms, their subject matter and their formation are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out or in connection with these terms.


We are able to offer the following additional services which are subject to separate terms and conditions and separate payment:

  • Obtaining a visa to travel – please see additional terms and conditions.
  • Receiving an invitation – please see additional terms and conditions.
  • Finding and booking accommodation– please see additional terms and conditions.
  • Finding and booking airplane tickets– please see additional terms and conditions.
  • Arranging logistics– please see additional terms and conditions.
  • Arranging translation of documents to include the documents provided by you and the documents provided to you by the medical practitioner;
Back to top