CityDoc Website-Conditions of Use
Welcome to our CityDoc website www.citydoc.org.uk.
The term CityDoc or ‘us’ or ‘we’ refers to the owner of the website whose registered office is
CityDoc Medical Ltd.
5 Portmill Lane,
- CityDoc does not maintain any responsibility for the content on external sites linked from its website.
- CityDoc does endeavour to maintain accurate information on its website but we do not guarantee that the information is from errors.
- CityDoc does not warrant that its site or server is from viruses and bugs.
- CityDoc owns the copyright to all content and the organisation of information on its website. We do not allow the unauthorised copying of information from this site.
- CityDoc owns all trademarks, trade names, logos, devices and service marks appearing on this website, whether registered or unregistered.
CityDoc Service General Terms
- CityDoc is a provider of private healthcare nationally. All fees for our services are located in the fee’s sections of our website. CityDoc reserves the right to change the fees for services as deemed necessary and will ensure that the fees section of the website is updated regularly to reflect the most up to date prices. All consultations entered into with a CityDoc clinician, be they doctor, nurse or pharmacist is subject to a consultation fee. In the case of travel consultations, the fee is waived if any vaccine or antimalarial is purchased during the initial travel consultation. For sexual health screening, the consultation fee is waived if any sexual health screening service is purchased. Any additional time or investigations is chargeable at an additional cost, which will be advised by the clinician during the consultation. All fees must be paid prior to leaving the clinic at the end of the consultation.
- All clinicians are responsible for their own clinic practice and for any advice, investigations or any treatments that they provide during the consultation.
- CityDoc will only provide consultations with the patient themselves. We cannot provide consultation about a relative or friend without prior written permission.
- For children under 16 years, consultations need to take place with the parent or legal guardian.
- Enquiries answered by administrative team via email is for guidance purposes only. CityDoc will not be held responsible for the accuracy of such information given outside of the formal consultation with clinicians.
- CityDoc does not provide an out of hours service.
- We cannot accept responsibility for non-receipt of emails or unobtainable telephone numbers.
- Our staff have the right to work in an environment from violent, threatening or abusive behaviour and everything will be done to protect that right. At no time will any violent, threatening or abusive behaviour be tolerated.
- CityDoc ensures that all client details and records are kept in the strictest of confidence.
- CityDoc will only share information with other medical service providers involved directly in your care such as the laboratory or imaging centre doing your tests; or specialists to whom you have requested referral. We use phone, fax and email to communicate with these other service providers and, while we aim to communicate confidentially, we accept no responsibility for breaches of these communication routes.
- CityDoc will not share your information with any other third party unless you give us permission to do so, for example with your GP. The only exceptions are where a patient is considered to be a danger to themselves or others, or when required to do so by a court order.
Clients who wish to make a complaint regarding their service should email [email protected]
CityDoc will provide a written acknowledgement of the complaint within 10 working days, unless a full response can be completed within 30 working days.
CityDoc Online Terms & Conditions
Last Updated: August 16th, 2020
These Conditions of Sale and Services (“Conditions”) will apply to every order of our Products and Services you place with us via our website Citydoc.org.uk (collectively the “Website”)
1. About us
1.1 Company details. CITYDOC MEDICAL LIMITED (company number 07619063) (we and us) is a company registered in England and Wales and our registered office is at 133 Creek Road, Deptford, London, SE8 3BU. We operate the website https://www.citydoc.org.uk
1.2 Contacting us. To contact us, telephone our customer service team at 020 8083 5423 or email us [email protected] How to give us formal notice of any matter under the Contract as set out in Clause 22.
2. Our contract with you
2.1 Our contract. These terms and conditions (Terms) apply to the order by you and supply of Services by us to you (Contract). They apply to the exclusion of any other terms that you seek to impose or incorporate, or which are implied by law, trade custom, practice or course of dealing.
2.2 Entire agreement. The Contract is the entire agreement between you and us in relation to its subject matter. You acknowledge that you have not relied on any statement, promise or representation or assurance or warranty that is not set out in the Contract.
2.3 Language. These Terms and the Contract are made only in the English language.
YOUR PURCHASE OF A PRODUCT OR SERVICE CONSTITUTES YOUR AGREEMENT TO THESE CONDITIONS AND THESE CONDITIONS ARE A LEGAL AGREEMENT BETWEEN YOU AND US. BY PLACING AN ORDER FOR PRODUCTS AND/OR SERVICES, YOU ARE ACCEPTING AND AGREEING TO THESE CONDITIONS. YOU REPRESENT AND WARRANT THAT YOU HAVE THE RIGHT, AUTHORITY, AND CAPACITY TO ACCEPT AND AGREE TO THESE CONDITIONS.YOU REPRESENT AND WARRANT THAT ALL INFORMATION THAT YOU HAVE PROVIDED TO US IS ACCURATE AND COMPLETE AND IN NO WAY MISLEADING GIVEN THE CONTEXT. YOU ALSO REPRESENT AND WARRANT THAT YOU ARE OF SUFFICIENT LEGAL AGE IN YOUR JURISDICTION OF RESIDENCE TO PURCHASE AND USE THE PRODUCTS & SERVICES AND TO ENTER INTO THESE CONDITIONS. *IF YOU DO NOT AGREE WITH ANY OF THESE CONDITIONS, DO NOT PURCHASE THE PRODUCTS OR SERVICES.
3. We do not provide medical advice through our website
3.1 The information provided through the site, the Services, test information, and the products are for general guidance only and are not a substitute for professional medical advice. Neither the site nor our services, test information, or products constitute medical advice and you should always seek the advice of your physician or other registered healthcare professional with any questions you may have regarding any Test Information or status of your health.
4. Placing an order and its acceptance
4.1 Placing your order. Please follow the onscreen prompts to place your order. You may only submit an order using the method set out on the site. Each order is an offer by you to buy the services specified in the order (Services) subject to these Terms.
4.2 Order Submission. In order for us to process your order, you must complete the order submission process which requires you, among other things, to: (i) provide us with personal information including the delivery address for your product, (ii) purchase a product that permits use of the type of sample you are willing to provide, and (iii) confirm that we may make the test information available to you.
4.3 Correcting input errors. Our order process allows you to check and amend any errors before submitting your order to us. Please check the order carefully before confirming it. You are responsible for ensuring that your order and any specification submitted by you is complete and accurate.
4.4 Acknowledging receipt of your order. After you place your order, you will receive an email from us acknowledging that we have received it, but please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 4.5.
4.5 Accepting your order. Our acceptance of your order takes place when we send an email to you to accept it (Order Confirmation), at which point and on which date (Commencement Date) the Contract between you and us will come into existence. The Contract will relate only to those Services confirmed in the Order Confirmation.
4.6 If we cannot accept your order. All Services on our site are subject to availability. If we are unable to supply you with the Services for any reason, we will inform you of this by email and we will not process your order. If you have already paid for the Services which are unavailable for shipment within two weeks we will refund you the full amount.
5.1 The product is normally dispatched within one business days of Order Confirmation to the delivery address you provide during the order submission process, but delivery times may vary. We may be unable to change the delivery address after the Order Confirmation.
5.2 Delivery dates advised by us in an Order Confirmation (consisting of a delivery date for the product and a date for the provision of the test information) are approximate and we will not be liable for any loss or damage due to our failure to meet scheduled delivery dates or for failure to give notice of delay. Time for delivery shall not be of the essence. A product may be shipped by us to the agreed delivery address in advance of any scheduled delivery date.
5.3 Risk of loss in a product passes to you upon delivery of the Product to the agreed delivery address.
5.4 If you receive the wrong products, damaged/faulty products or if certain items are absent from the product, then please send us an email forty eight (48)_ hours of receipt of the product at [email protected] containing the following information: the alpha code, numerical code and order ID (or description of the product), and description of the missing or faulty item(s). Upon receipt of such notice we will arrange for a replacement product to be sent to you as soon as possible.
6. Cancelling your order and refunds
6.1 Subject to Clause 6.3 you may cancel the Contract for any Services (not including any consultation), if you notify us as set out in clause 6.4 if you notify us before 12pm on the day of shipping. You cannot cancel the Contract once we have completed the Services.
6.2 If you cancel the Contract for Services which includes a consultation you must notify us as set out in clause 6.4 at least 72 hours before the consultation is due to take place in order to receive a refund in accordance with clause 6.4. If you order a blood test online or via one of our clinics you must seek advice of your physician or other registered professional. We do not provided medical advice nor a substitute for medical advice.
6.3 If a kit that is provided as part of the Services has been opened and the seal broken the right to cancel under this clause 4 6 does not apply as these are not suitable for return. PLEASE NOTE: For public health reasons no cancelations of COVID-19 Test Kits can be accepted after a COVID-19 Test Kit has been shipped.
6.4 To exercise the right to cancel, you must inform us of your decision to cancel in writing (e.g. a letter sent by post or email to [email protected]. If you are emailing us or writing to us, please include details and your digital receipt for your payment of your order to help us to identify it. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or email us before midnight on that day.
6.5 If you cancel the Contract, we will refund you in full for the price you paid for the Services using the same means of payment as used for your initial payment (unless expressly agreed otherwise) without due delay and in any event, not later than fourteen (14) days from the date we receive your notice in accordance with clause 6.4. We may deduct from any refund an amount for the supply of the Services provided for the period up to the time when you gave notice of cancellation in accordance with clause 6.4 and the differential increase in cost between the cost of standard delivery and an express delivery method selected by you if the product supplied as part of the Services was shipped.
Cancellation Admin Charges
Day 2 – £7 – Fee to cancel (10%)
Day 2 & 8 £14 Fee to cancel (10%)
Day 2, 5, 8 £19.50 Fee to cancel (10%)
LFT – £3 Fee to cancel (10%)
Customers who cancel a clinic appointment over 72 hours will lose their £25 non-refundable deposit
Clinic Appointments – Cancellation £25 (lost appointment and admin fee)
7. Our Services
7.1 Descriptions and illustrations. Any descriptions or illustrations on our site are published for the sole purpose of giving an approximate idea of the Services described in them. They will not form part of the Contract or have any contractual force.
7.2 We do not provide medical advice. The information we provide through the site, the Services, test information and the products does not substitute professional medical advice and should be treated as general guidance only. None of the information provided constitutes medical advice and advice of your physician or other registered healthcare professional should be sought.
7.3 Compliance with specification. Subject to our right to amend the specification (see clause 7.4) we will supply the Services to you in accordance with the specification for the Services appearing on our website at the date of your order in all material respects.
7.4 Changes to specification. We reserve the right to amend the specification of the Services if required by any applicable statutory or regulatory requirement or if the amendment will not materially affect the nature or quality of the Services.
7.5 Reasonable care and skill. We warrant to you that the Services will be provided using reasonable care and skill.
7.6 Time for performance. We will use all reasonable endeavours to meet any performance dates specified in the Order Confirmation, but any such dates are estimates only and failure to perform the Services by such dates will not give you the right to terminate the Contract.
8. Using the Services Ordered Online
8.2 We cannot and do not warrant that the Services completed will be 100% accurate due to the nature of the tests being performed as part of the Services. You acknowledge and accept that the service result does not constitute a definitive diagnosis nor a definitive result. All test results must be verified by a physician or other registered healthcare professional through a confirmatory (diagnostic) test.
8.3 We do not provide medical advice. If you require medical advice or counselling in addition to the Services we provide you should seek the advice of your physician or other registered healthcare professional. All test results must be verified by a physician or other registered healthcare professional through a confirmatory (diagnostic) test.
8.4 By ordering and using our Services you acknowledge and agree:
(a) to comply fully with all instructions included with your test as part of the Services and return the sample in line with the instructions. If you do not provide an adequate sample or do not return the sample within the instructed timeframe we may not be able to provide you with any test result or it may lead to an inaccurate and unreliable readings of the sample;
(b) to disclose to us all information to the best of your knowledge that may affect or impact the test result;
(c) to take note of any relevant periods of time starting from the date of exposure to an infection and ending with the date an infection is able to be detected (the Incubation Period) and the effect they may have on the test results.
(d) to provide us with such information or evidence of identity as we may be required to obtain from you by applicable law from time to time;
(e) not to use the Services or the product supplied as per of the Services for resale or in any way that breaches any applicable local, national or international law or regulation; and
(f) when you submit an order for the Services through this site including acquiring any products as part of the Services you acknowledge that no information, descriptions or recommendations constitutes medical advice and you have not relied upon any advice from us in terms of the suitability of the Services or other medical issues.
9. Using the Services via Consultation
9.1 All our consultations are conducted by a nurse or other medical professional who are responsible for any advice given during the consultation.
9.2 We are only able to provide consultations with the patient themselves. We cannot provide a consultation for a friend or relative of the patient if they do not attend the consultation themselves. For children under the age of 16, a parent or legal guardian must attend the consultation and we reserve the right to ask for documentary evidence of the same.
9.3 Any advice given at the consultation is given in accordance with the information you provide which you agree and acknowledge must be given honestly to the best of your knowledge.
9.4 If a consultation results in the need to carry out a test as part of the Services provided the conditions contained in Clause 9 shall apply.
10. Test Information
10.1 You will be sent an email notifying you when your result in available. All test results must be verified by a physician or other registered healthcare professional through a confirmatory (diagnostic) test.
10.2 The Services may include, in respect of a user whose test information indicates a positive, reactive, detected or elevated test result, receiving a phone call from one of our staff in order to provide relevant information and to recommend or discuss any follow-up with a registered healthcare provider who can offer support to the user.
10.3 If you have concerns with the test information you should consult with your physician or another registered healthcare professional or contact a member of our team who will be able to direct you to other sources of support within the scope of the Services.
11. Services in UK and for those over 18 only
When you purchase the Services and access the Site, you confirm (i) that you are 18 years of age or older; (iii) that you are using the Site in your own name and not on behalf of anyone else; (iiiv) that you will not allow any other person to use the the Site and Services under your name, nor will you, in using the the Site and Services pretend you are someone else, or seek to disguise your identity; (v) that you are only using the Site and the Services for your own benefit and not for the purposes of providing Services to others; and (vi) all information that you provide is complete, accurate and not misleading in any way. If you provide any information that is untrue, inaccurate, non-current, misleading or incomplete, or we have reasonable grounds to suspect that such information is untrue, inaccurate, non-current, misleading or incomplete, then we have the right to terminate or refuse any and all current or future access, sale, or use of the Services and/or Products (or any portion thereof), and you may be further liable for providing such information.
12.1 In consideration of us providing the Services you must pay our charges (Charges) in accordance with this clause 12.
12.2 The Charges are the prices quoted on our site at the time you submit your order.
12.3 If you wish to change the scope of the Services after we accept your order, and we agree to such change, we will modify the Charges accordingly.
12.4 We use reasonable endeavours to ensure that the prices stated for the Services are correct at the time when the relevant information was entered into the system. However, please see clause 12.7 for what happens if we discover an error in the price of the Services you ordered.
12.5 Our Charges may change from time to time, but changes will not affect any order you have already placed.
12.6 Our Charges are exclusive of VAT. Where VAT is payable in respect of some or all of the Services you must pay us such additional amounts in respect of VAT, at the applicable rate, at the same time as you pay the Charges.
12.7 It is always possible that, despite our reasonable efforts some of the Services on our site may be incorrectly priced. If the correct price for the Services is higher than the price stated on our site, we will contact you in writing as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Services at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. However, if we mistakenly accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may cancel supply of the Services and refund you any sums you have paid.
13. How to pay
13.1 Payment for the Services is in advance. We will take your payment upon acceptance of your order.
13.2 You can pay for the Services using a debit card or credit card. We accept the following cards:
By providing a credit card or other payment method accepted by us, you represent and warrant that you are authorised to use the designated payment method and that you authorise us (or our third-party payment processor) to charge your payment method for the total amount of your Order.
13.3 If you fail to make a payment under the Contract by the due date, then, without limiting our remedies under clause 19 (Termination), you will have to pay interest on the overdue sum from the due date until payment of the overdue sum, whether before or after judgment. Interest under this clause 13.3 will accrue each day at 2% a year above the Bank of England’s base rate from time to time, but at 4% a year for any period when that base rate is below 0%.
13.4 We shall each pay all amounts due under the Contract in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
If a problem arises or you are dissatisfied with the Services, we have a comprehensive complaints policy.
15. Intellectual property rights
15.1 All intellectual property rights in or arising out of or in connection with the Services (other than intellectual property rights in any materials provided by you) will be owned by us.
16. How we may use your personal information
16.1 We will use any personal information you provide to us to:
(a) provide the Services;
(b) process your payment for the Services; and
(c) inform you about similar Services that we provide, but you may stop receiving these at any time by contacting us.
16.2 We will process your personal information in accordance with our Data Protection and Complaints policies, the terms of which are incorporated into this Contract.
17. Limitation of liability: YOUR ATTENTION IS PARTICULARLY DRAWN TO THIS CLAUSE.
17.1 We have obtained insurance cover in respect of our own legal liability for individual claims not exceeding £1 million per claim. The limits and exclusions in this clause reflect the insurance cover we have been able to arrange and you are responsible for making your own arrangements for the insurance of any excess loss.
17.2 As a consumer, you have certain legal rights. The disclaimers, exclusions and limitation of liability under these Conditions will not apply to the extent prohibited by applicable law. Nothing in these Conditions shall attempt to exclude or limit liability that cannot be excluded under applicable law including liability for:
(a) death or personal injury caused by negligence;
(b) fraud or fraudulent misrepresentation; and
(c) breach of the terms implied by Section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession).
17.3 Subject to clause 17.3, we will not be liable to you, whether in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising under or in connection with the supply of Services for:
(a) loss of profits;
(b) loss of sales or business;
(c) loss of agreements or contracts;
(d) loss of data;
(e) loss to emotional well-being;
(f) losses incurred by any third party;
(g) loss of or damage to goodwill; and
(h) any indirect or consequential loss.
17.4 Subject to clause 17.3, our total cumulative liability arising from or in relation to the Services, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, will be limited to 100% of the total Charges paid under this contract.
17.5 We have given commitments as to compliance of the Services with the relevant specification in clause 7.3. In view of these commitments, the terms implied by sections 3 and 5 of the Supply of Goods and Services Act 1982 are, to the fullest extent permitted by law, excluded from the Contract.
17.6 Unless you notify us that you intend to make a claim in respect of an event within the notice period, we shall have no liability for that event. The notice period for an event shall start on the day on which you became, or ought reasonably to have become, aware of you having grounds to make a claim in respect of the event and shall expire  months from that date. The notice must be in writing and must identify the event and the grounds for the claim in reasonable detail.
17.7 This Clause 17 will survive termination of this Contract.
17.9 We shall not be obliged to provide the Services where you have failed to follow the instructions related to (i) ordering,, (ii) providing and returning the Sample, and (iii) use of the Products.
18.1 We each undertake that we will not at any time during the Contract disclose to any person any confidential information concerning one another’s business, affairs, customers, clients or suppliers, except as permitted by clause 18.2.
18.2 We each may disclose the other’s confidential information:
(a) to such of our respective employees, officers, representatives, subcontractors or advisers who need to know such information for the purposes of exercising our respective rights or carrying out our respective obligations under the Contract. We will each ensure that such employees, officers, representatives, subcontractors or advisers comply with this clause 14; and
(b) as may be required by law, a court of competent jurisdiction or any governmental or regulatory authority.
18.3 Each of us may only use the other’s confidential information for the purpose of fulfilling our respective obligations under the Contract.
19. Termination, consequences of termination and survival
19.1 Termination. Without limiting any of our other rights, we may suspend the performance of the Services, or terminate the Contract with immediate effect by giving written notice to you if:
(a) you commit a material breach of any term of the Contract and (if such a breach is remediable) fail to remedy that breach within 30 days of you being notified in writing to do so;
(b) you fail to pay any amount due under the Contract on the due date for payment;
(c) you take any step or action in connection with you entering administration, provisional liquidation or any composition or arrangement with your creditors (other than in relation to a solvent restructuring), applying to court for or obtaining a moratorium under Part A1 of the Insolvency Act 1986, being wound up (whether voluntarily or by order of the court, unless for the purpose of a solvent restructuring), having a receiver appointed to any of your assets or ceasing to carry on business;
(d) you suspend, threaten to suspend, cease or threaten to cease to carry on all or a substantial part of your business; or
(e) your financial position deteriorates to such an extent that in our opinion your capability to adequately fulfil your obligations under the Contract has been placed in jeopardy.
19.2 Consequences of termination
On termination of the Contract you must return all of our Materials and any deliverables specified in your order which have not been fully paid for. If you fail to do so, then we may enter your premises and take possession of them. Until they have been returned, you will be solely responsible for their safe keeping and must not use them for any purpose unconnected with the Contract.
19.3 Survival. Any provision of the Contract that expressly or by implication is intended to come into or continue in force on or after termination will remain in full force and effect.
20. Events outside our control
20.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under the Contract that is caused by any act or event beyond our reasonable control (Event Outside Our Control).
20.2 If an Event Outside Our Control takes place that affects the performance of our obligations under the Contract:
(a) we will contact you as soon as reasonably possible to notify you; and
(b) our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. We will arrange a new date for performance of the Services with you after the Event Outside Our Control is over.
20.3 You may cancel the Contract affected by an Event Outside Our Control which has continued for more than  days. To cancel please contact us. If you opt to cancel we will refund the price you have paid, less the charges reasonably and actually incurred us by in performing the Services up to the date of the occurrence of the Event Outside Our Control.
You must not attempt to procure Services that are competitive with the Services from any of our directors, employees or consultants, whether as an employee or on a lance basis, during the period that we are providing the Services to you and for a period of six months following termination of the Contract.
22. Communications between us
22.1 When we refer to “in writing” in these Terms, this includes email.
22.2 Any notice or other communication given by one of us to the other under or in connection with the Contract must be in writing and be delivered personally, sent by pre-paid first class post or other next working day delivery service, or email.
22.3 A notice or other communication is deemed to have been received:
(a) if delivered personally, on signature of a delivery receipt;
(b) if sent by pre-paid first class post or other next working day delivery service, at 9.00 am on the second working day after posting; or
(c) if sent by email, at 9.00 am the next working day after transmission.
22.4 In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email,that such email was sent to the specified email address of the addressee.
22.5 The provisions of this clause will not apply to the service of any proceedings or other documents in any legal action.
23.1 Assignment and transfer
(a) We may assign or transfer our rights and obligations under the Contract to another entity but will always notify you by posting on this webpage if this happens.
(b) You may only assign or transfer your rights or your obligations under the Contract to another person if we agree in writing.
23.2 Variation. Any variation of the Contract only has effect if it is in writing and signed by you and us (or our respective authorised representatives).
23.3 Waiver. If we do not insist that you perform any of your obligations under the Contract, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you or that you do not have to comply with those obligations. If we do waive any rights, we will only do so in writing, and that will not mean that we will automatically waive any right related to any later default by you.
23.4 Severance. Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
23.5 Third party rights. The Contract is between you and us. No other person has any rights to enforce any of its terms.
23.6 Governing law and jurisdiction. The Contract is governed by English law and we each irrevocably agree to submit all disputes arising out of or in connection with the Contract to the exclusive jurisdiction of the English courts.