1. WHO WE ARE AND HOW TO CONTACT US

1.1  Who we are: We are Courtyard Health Clinic Limited, a private limited company registered in Scotland (company number SC845241) and we have our registered office at 6 St Colme Street, Edinburgh, EH3 6AD (‘CHC‘, ‘we’, ‘us’ or ‘our’).

1.2  Our services: We offer face-to-face, virtual/ and telephone private health care appointments, diagnosis and treatment by general practitioner doctors and occupational health providers (the ‘services‘) from our clinic located at Suite 2, Eskmills, Musselburgh, EH21 7PB (the ‘Clinic’). We may offer home visits by prior arrangement. Our services are more fully described on our website. Our services will be provided by a practitioner who we have deemed as suitable for providing the type of services that you have requested.

1.3  Other specialist health services: We may also offer other specialist health services as described on our website from time to time.

1.4  How to contact us: To contact us, please use the below details:

Website: www.courtyardhealthclinic.com
Telephone: 0131 297 6655
Email: Office@Courtyardhealthclinic.com
Address: Courtyard Health Clinic, Suite 2, Eskmills, Musselburgh, EH21 7PB.

1.5  When you can contact us: Our opening hours are as follows:

• Monday, Wednesday and Friday: 9am to 5pm;
• Tuesday: 8am to 5pm;
• Thursday: 9am to 7pm; and
• Saturday: 9am to 12.30pm.

these hours may be subject to change from time to time and exclude  public holidays.

1.6  How to raise a concern: If you wish to raise a concern regarding the services you can either speak to a member of CHC staff at the Clinic or submit your concern to us in accordance with our policy available here: Complaints Procedure – Courtyard Health Clinic | Musselburgh. A copy can also be provided on request.

2.  THE CONTRACT WITH YOU

2.1  These Terms and Conditions are a binding contract: These Terms and Conditions form a binding contract between (a) us, CHC, and (b) the patient receiving the services (“patient“), as well as any individual booking the services on behalf of the patient (“customer“). When we refer to “you” in these Terms and Conditions we are referring to the patient and the customer unless otherwise expressly stated.

2.2  When these Terms and Conditions apply: You are bound by these Terms and Conditions when you (a) request to book or book our services, and (b) request to receive or receive our services. Please take the time to read them carefully and make sure you have understood them. When we refer to the ‘contract‘, we mean these Terms and Conditions.

2.3  We may update these Terms and Conditions from time to time: It is your responsibility to ensure you have read and understood the contents of the current version of Terms and Conditions published on our website each time you book or use the services. We last updated these Terms and Conditions on 4 November 2025.

2.4  Specialist health services may be subject to additional or different terms and conditions: Certain specialist health services may be offered by independent medical practitioners that are not employed by CHC, and so may be subject to a separate or additional contractual arrangements with that independent medical practitioner. We will advise you if this is the case at the time of your booking. 

2.5  Corporate healthcare schemes: If you or the patient is accessing the services via your employer’s healthcare scheme, the services will be subject to any terms and conditions or rules relating to the healthcare scheme.

2.6 Conflict: Unless otherwise expressly stated by us in writing, the terms of these Terms and Conditions shall prevail over any conflicting terms.

2.7  Notices: Any notice provided by you under or in connection with our contract with you must be in writing and shall be delivered by email to the following email address: Office@Courtyardhealthclinic.com. We will write to you at the email address or postal address that you, or the person booking on your behalf, provides to us.

3.  BOOKING APPOINTMENTS AND ACCESSING SERVICES

3.1  How to request an appointment: Appointments may be requested by you by phone or email or via our website (Contact Courtyard Health Clinic for Professional Medical Services | Courtyard Health Clinic). Appointments may also be arranged by a third party on your behalf. If you request an appointment with a specific practitioner and/or at a specific date or time, we will use reasonable efforts to meet your request but this is subject to availability and to these Terms and Conditions.

3.2  Confirmation of an appointment: We only accept bookings when we have checked them. We contact you to confirm we have accepted your booking. Confirmation by us of a booking does not constitute a right to attend the appointment and/or to receive services, and this is subject to payment in full of the fees for the services and is subject to your compliance with the obligations contained in these Terms and Conditions. 

3.3  Eligibility to receive services:

3.3.1  Our services are available to persons of all ages. However, we may require authorisation from a parent or guardian if the patient is under 18 years of age.

3 3.2  We offer services to those residing in the UK only.

3.3.3  You must comply with our Fair Use Policy (please see clause 6 below).

3.3.4  When you book with us, you will be required to complete a form which requires you to provide details of your medical history. This is pre-requisite to you being entitled to attend an appointment and receive services from us.

3.4  Eligibility to book services: You must be aged 18 or over to book our services, whether on your own behalf or for another party. Where you are booking on behalf of another party, you confirm to us that you do so with their appropriate knowledge and agreement. 

3.5  We may reject a request for an appointment or services: Sometimes we reject requests for appointments or services, for example, because a practitioner is unavailable, because you do not meet the eligibility criteria or because the services were mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

3.6  If you are late for an appointment: If the patient is running late to an appointment, please notify us as soon as reasonably practicable by phone or email.   If you attend an appointment more than five minutes late or do not attend your appointment, we reserve the right, at our discretion, to: (a) cancel your appointment, and no refund of any fees will be given or (b) allow you to attend your appointment for the remainder of the slot (where we reasonably consider this will not compromise clinical care).

3.7  Your ability to reschedule appointments: If you require to reschedule an appointment, please advise us as soon as possible. Our ability to offer you an alternative appointment is subject to availability and any request to change an appointment less than 48 hours in advance of the existing appointment time will be treated as a cancellation and subject to the cancellation fees detailed at clause 3.8 below.

3.8  Your ability to cancel appointments without reason: An appointment can be cancelled or amended by you by phone or email . Such cancellation may be subject to cancellation fees as detailed below.

3.8.1  If you cancel an appointment more than 48 hours before the start of your appointment, your appointment will be cancelled and if you have paid for the appointment, you will be refunded in full.

3.8.2  If you cancel an appointment less than 48 hours before the start of your appointment but more than 24 hours before the start of your appointment you will be charged 50%of the total fee are payable;

3.8.3  If you cancel an appointment less than 24 hours before the start of the appointment or the patient fails to attend the appointment you will be charged 100% of the total fees are payable.

3.9  We can suspend the supply of a service. We do this to (a) deal with technical problems, (b) update the service to reflect changes in relevant laws and regulatory requirements; or (c) make changes to the service.

3.10  We can withdraw services. We can stop providing a service. We let you know in advance and we refund any sums you have paid in advance for services which will not be provided.

3.11  Our ability to reschedule or cancel appointments without reason: If we have to reschedule or cancel your appointment for any reason, we will aim to give you at least 24 hours’ prior notice of any such rescheduling or cancellation (this might not always be possible when events are outwith our control, such as practitioner being unwell) and your appointment will be rearranged as soon as reasonably practicable  If we are unable to give you at least 24 hours’ prior notice, we will aim to let you know as soon as possible and if the appointment cannot be rearranged, a full refund will be given for the appointment.

3.12  Our ability to cancel appointments and end the contract when you breach your obligations: We can end the contract and cancel your appointment at any time on notice to you if you breach these Terms and Conditions, including if:

3.12.1  you do not meet, or no longer meet, the eligibility criteria set out at clause 3.3 and/or clause 3.4 above.

3.12.2  you do not make any payment to us when it is due;

3.12.3  you do not, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the services.

3.13  Re-arranged appointments: Any rearranged appointment will be at a time mutually agreed between you and us.

3.14  Payment of refunds: If you are owed a refund under these Terms and Conditions, we will process any refund within thirty (30) days of having notified you that a refund is owed to you. The refund will usually be paid via the same method of payment you used, unless agreed differently between you and CHC.

4.  FEES AND PAYMENT TERMS FOR SELF-PAY 

4.1  Your responsibility to pay: If the services are provided on a self-pay basis, you will be responsible for booking and paying for the services. You are required to pay on a self-pay basis unless we have agreed alternative payment arrangements with you in writing in advance of a booking. In addition to your appointment, depending on your diagnosis and treatment, you may be required to pay for costs related to tests, vaccinations and/or medicines (‘costs’).

4.2  Amount of fees:

4.2.1  The fees for the services are made known to the customer at the time of booking an appointment. We will take all reasonable steps to make any additional costs known to you before or during your appointment and before such costs are incurred. A full list of our current fees are available on our website.   

4.2.2  If the rate of VAT changes between your booking date and the date we supply the services, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

4.2.3  You must pay all amounts due in full without any set-off, counterclaim, deduction or withholding (except for any deduction or withholding required law).

4.3  Fees may vary: The fees for services and costs may vary from time to time. If the fees change between your booking date and the date we supply the services, we adjust the fees that you pay (upon prior notice to you), unless you have already paid in full before the change in the takes effect.

4.4  Timing of payment by you:

4.4.1  You must pay for all appointments in full prior to or at the time of booking.

4.4.2  You are required to pay all fees arising from any additional consultations, tests, diagnostic investigations, vaccinations or prescriptions as follows:

4.4.2.1  Tests, diagnostic investigations, vaccinations and other medications. Where tests, diagnostic investigations, vaccinations or other medications are agreed,  you will be responsible for paying for tests and/or vaccinations before they are processed or immediately following treatment and before you leave the Clinic. 

4.4.2.2  Prescriptions. The fee for an initial prescription issued during a consultation is included in the initial consultation fee. Any repeat prescriptions are charged separately and are payable at the point that the repeat prescription is requested. 

4.4.2.3  Controlled Drugs. Prescriptions for controlled drugs are subject to separate processing and must be paid for in full at the time that the prescription is processed. For further information in relation to the prescription of controlled drugs, please refer to our website.

4.5  CHC reserves the right to withhold the processing and/or results of any tests, diagnostic investigations, vaccinations, other medicines or prescriptions until payment has been received in full.

4.6  Payment options: We accept all major debit and credit cards, including American Express and Apple Pay as payment method when paying fees. We may, at our discretion, accept alternative payment methods from time to time if agreed by us in advance.

4.7  Consequences of late payment:

4.7.1  We may cancel the appointment or services.

4.7.2  If you fail to make any payment due to us by the due date for payment, then we may require you to pay interest on the overdue amount at the rate of 4% per cent per annum above Bank of Scotland’s base rate from time to time. Such interest shall accrue on a daily basis from the due date until actual payment of the overdue amount, whether before or after judgment. You shall pay the interest together with the overdue amount.

4.7.3  We may at any time, without limiting our other rights or remedies, set off any amount owing to us by you against any amount payable by us to you.

5.  FEES AND PAYMENT TERMS FOR THIRD PARTY ARRANGEMENTS

5.1  We may agree to accept payment for the services received by the patient from your employer (under the terms of a corporate healthcare scheme) or where we have agreed to accept private medical insurance (or other health coverage) as payment. Such arrangements must be agreed with us in writing and in advance of providing the services.

5.2  If you or the patient cancels, amends or is late for an appointment you may be liable to pay the full cost of the services.

5.3  If you or the patient breaches the terms of your employer’s and/or insurer’s terms of payment, you may be liable to pay the full cost of the services.

6.  OUR FAIR USE POLICY

6.1  We operate a ‘Fair Usage Policy’ which means we reserve the right to refuse to provide the services to anyone who, at CHC’s determination, does not use the services ‘fairly’. Unfair use of the services may include but shall not be limited to the following:

6.1.1  what we deem to be excessive use the services;

6.1.2  persistent cancellation of appointments;

6.1.3  persistently not turning up for appointments; and/or

6.1.4  exhibiting offensive, aggressive or inappropriate behaviour or language to our staff or other service users within the Clinic or in or around the Clinic.

6.2  If CHC, at our sole discretion, deem you to have behaved in a way or used the services in a way that is not consistent with our Fair Usage Policy we may refuse to continue providing you with the services and any booked appointments may be cancelled.

7.  REFERRALS AND PRIVATE PRESCRIPTIONS

7.1  Should the practitioner providing the services to you considers a referral appropriate, they will refer you in accordance with applicable industry guidelines and standards.

7.2  You will be solely responsible for arranging and payment of any services resulting from such a referral and CHC has no liability to the patient or you in relation to such a referral.

7.3  If, in the practitioner’s professional opinion, they consider the patient would benefit from medicine they will prescribe the patient medicine in accordance with applicable industry guidelines and standards.

7.4  If your practitioner has prescribed you medicine, they will provide a private prescription form during or on the day of your appointment.

7.5  All private prescriptions will require to be paid for in accordance with clause 4.4.2.2 above. You will be responsible for the cost of the medication or prescription item itself, as charged by the dispensing pharmacy or other provider.

7.6  We recommend that the patient keep their registered NHS GP or other NHS clinician(s) up to date with any consultations, test results, medicine prescribed by our practitioners and/or any referrals or other treatment provided by our practitioners. For the avoidance of doubt we will not routinely contact your NHS GP or other NHS clinician(s) unless you have expressly agreed that we may do so. However, in exceptional circumstances, we may require to share relevant information with your NHS GP, other NHS clinician(s) or healthcare professionals or appropriate authorities where we consider there is an immediate or serious risk to your health or safety, or to that of others or where disclosure is otherwise required by law or professional obligations.

7.7  Should the patient have any adverse reactions or side effects to any medicine which have been prescribed by one our practitioners the patient must promptly seek medical advice either from the dispensing pharmacy who dispensed the medicine, the CHC clinician who prescribed the medicine, or the NHS. NHS Services can be accessed 24/7 by phoning 111 or 999, in the case of an emergency.

8.  HOW WE WILL USE YOUR PERSONAL DATA

8.1  How we use your personal data is set out in our Privacy Notice: Privacy Notice for Patients – Courtyard Health Clinic | Musselburgh

8.2  Before you pass any third-party personal data to us (as related to patients or otherwise), please ensure that the third party is aware of this sharing and has had visibility of our Privacy Notice.

8.3  Where you or the patient is accessing the services via your employer’s healthcare scheme, we may receive personal data from your employer (or any company acting on behalf of your employer to administer the healthcare scheme), and we may require to share certain information with your employer in relation to the services. Further information is provided on this within our Privacy Notice. 

9.  OUR LIABILITY. Please read this clause 9 carefully. 

9.1  You must provide us with accurate and comprehensive information requested by us: If you fail to do so it may impact the advice given or the decisions made by the practitioner about your health and/or treatment. Failure to provide this information may impact our ability to provide the services. If you fail to provide or provide inaccurate, false or incomplete information to the clinician, CHC will not be responsible for and shall have no liability for any consequences as a result.

9.2  Service levels: The services will be provided with reasonable skill and care and in accordance with applicable professional standards. We do not, however, guarantee any particular diagnose, treatment plan or clinical outcome. We exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.

9.3  We do not exclude losses which cannot be excluded under law: We do not in any way exclude our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, or which by applicable law cannot otherwise be excluded or limited.

9.4  We are not responsible for losses you suffer caused by us if the loss is:

9.4.1  Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

9.4.2  Caused by a delaying event outside our control. As long as we have taken the steps set out in clause 10 below.

9.4.3  Avoidable. Something you could have avoided by taking reasonable action. For example, any loss arising from the patient’s failure to follow medical advice, provide accurate information and medical history or seek further treatment where advised to do so.

10.  EVENTS OUTSIDE OF OUR CONTROL

10.1  We are not responsible for events that are out of our control or unforeseen circumstances. If the Clinic is closed or the running of the services is affected by an event outside our control or an unforeseen circumstance, then we will contact you as soon as possible if you have an appointment booked to let you know and we will take steps to minimise the effect of the event or circumstance. Provided we do this, we will not be liable for short-term closure or disruption caused by the event or circumstance in question (‘short term’ means thirty (30) days or less).

10.2  However, if there is a risk of long-term closure or severe disruption to the services at the Clinic (‘long-term’ means in excess of thirty (30) days), we will refund you for any sums you have paid in advance for appointments that you have been unable to attend due to the long term closure or severe disruption.

11.  OTHER IMPORTANT TERMS THAT APPLY TO THE CONTRACT

11.1  We may transfer our rights and obligations under our contract with you to another organisation. You will be notified of any such transfer if you have an appointment booked with us, which will take place after the transfer.

11.2  You can only transfer your contract with us to someone else if we agree to this.

11.3  If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

11.4  Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

11.5  Applicable law and jurisdiction. The contract with us is governed by the laws of Scotland and you can bring legal proceedings in the Scottish courts. If you live in England and Wales you can bring legal proceedings in respect of the contract in the English or Scottish courts. If you live in Northern Ireland you can bring legal proceedings in respect of the contract in either the Northern Irish or Scottish courts.

11.6  Nobody else has any rights under the contract. The contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

11.7  Nothing in these Terms and Conditions will affect your legal rights as a consumer. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. The Consumer Rights Act 2015 says:

11.7.1  You can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or get some money back if we cannot fix it.

11.7.2  If a price has not been agreed upfront, what you are asked to pay must be reasonable.

11.7.3  If a time has not been agreed upfront, it must be carried out within a reasonable time.