AccessGP Ltd – Terms & Conditions of Service

Effective Date: September 2025

Company Name: AccessGP Ltd

Registered Office:  Office Suite G1c, Oakpark Business Centre, St Neots, PE19 6WA

Website: www.accessgp.co.uk

1. Introduction

1.1 These Terms & Conditions (“Terms”) apply to all services provided by AccessGP Ltd (“AccessGP”, “Clinician”, “we”,  “us” or “our”), including but not limited to private GP consultations, lifestyle health assessments, diagnostic tests, physiotherapy referrals, and ongoing care packages, whether delivered via telephone, video, or written advice.

Clinician: A member of our clinical team which may include a GP, Nurse or Physiotherapist.

Patient: An individual registered with AccessGP for access to our Services.

1.2 By booking or using any AccessGP service, you agree to be bound by these Terms. If you do not agree, you must not use our services.

2. Who We Are

AccessGP Ltd is a healthcare company offering digital private GP services. Our services are provided by GMC-registered doctors with appropriate qualifications, experience and indemnity.  We are regulated by the CQC.

AccessGP Ltd is registered in England and Wales under company registration number 16259698. We are regulated by the Care Quality Commission (CQC) under provider ID 1-22271946259.

3. Eligibility for Services

3.1 You must be aged 18 years or older to use AccessGP services. AccessGP does not provide services to patients under the age of 18. We reserve the right to decline or cancel any booking made for a patient who is under 18.

3.2 Our services are available to residents in England.

3.3 We reserve the right to decline or discontinue services at our sole discretion, including if a patient’s condition is unsuitable for remote management.

3.4 User Accounts and Portal Access: If you create an account on our website or access our patient portal, you are responsible for maintaining the confidentiality of your login details and ensuring they are not shared. You must notify us immediately of any unauthorised access or suspected misuse of your account. AccessGP may suspend or terminate your account if it is misused or used in breach of these Terms. 

3.5 Equality and Accessibility: AccessGP provides services in accordance with the Equality Act 2010. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We will make reasonable adjustments to ensure accessibility where possible.

3.6 International Use: AccessGP services are available only to patients located within England at the time of consultation. We are unable to provide consultations or prescriptions to patients outside this jurisdiction.

3.7 Identity Verification: To register with AccessGP, patients must provide valid photo identification, such as a passport, driving licence, or government-issued ID. During consultations, clinicians will also verify patient details, including name and date of birth. AccessGP reserves the right to suspend or refuse services if identification is not provided, appears fraudulent, or does not match the details on file. Identity verification is conducted through internal checks, which may include secure document upload or live video verification.

4. Our Services

4.1 Services include:

• GP video or telephone consultations
• Prescription at discretion of clinician during consultation through remote assessment
• Health screening and blood tests
• Lifestyle medicine consultations
• Referrals for imaging or specialist care
• Virtual physiotherapy
• Referral letters
• Sick notes

4.2 Our services are not emergency services. For medical emergencies, you must call 999 or attend A&E. If your condition deteriorates whilst waiting for an appointment with us, such that it becomes urgent or an emergency, it is your sole responsibility to seek urgent healthcare through A&E or by calling 999.

4.3 Our consultations do not replace your NHS GP but are designed to supplement your access to healthcare.

4.4 A consultation is considered completed once the scheduled appointment time has concluded, whether delivered in part or in full. Any prescriptions, letters, or referrals issued form part of that completed service.

4.5 Independent Practitioners: Some services, such as physiotherapy, may be delivered by independent self-employed practitioners working under agreement with AccessGP. These practitioners are not employees of AccessGP and remain fully responsible for their own professional conduct, qualifications, indemnity insurance, and compliance with regulatory standards.

4.6 Service Standards: AccessGP is committed to delivering services with reasonable care and skill and in accordance with applicable professional standards, including Care Quality Commission (CQC) requirements. Our clinicians will use best professional judgement during consultations but outcomes cannot be guaranteed.

4.7 Service Limitations: AccessGP services are designed to supplement, not replace, NHS or emergency medical services. We do not provide insurance medicals, fitness-to-work forms, vaccinations or immunisations, swab tests, or specialist long-term management of complex chronic conditions. We also do not provide out-of-hours services. We reserve the right not to provide services outside the scope of routine primary care and lifestyle medicine.

4.8 Safe Consultation Environment: AccessGP does not provide intimate examinations, either in-person or remote. All consultations must take place in a safe and private environment. If a clinician determines that the consultation environment is unsafe, AccessGP reserves the right to refuse or terminate the consultation. In such cases, an alternative date or time may be offered at our discretion, but no refund will be provided.

4.9 Out-of-Hours: AccessGP does not provide out-of-hours or 24/7 cover. If you require medical assistance outside of your scheduled consultation, you should contact NHS 111, attend a local walk-in centre, or call 999 in an emergency.

5. Booking, Payment, Cancellation and Refunds

5.1 All appointments must be booked via our website or designated booking links.

5.2 Payment is due at the time of booking. We accept all major debit/credit cards via secure third-party processor Stripe.

All fees are stated in pounds sterling (GBP).

Upon successful payment, you will receive a booking confirmation by email. This confirmation constitutes the formation of a contract between you and AccessGP Ltd.

5.3 Appointment fees are non-refundable unless cancelled or rescheduled with more than 24 hours’ notice.

5.4 Late cancellations (within 24 hours) and non-attendance will be charged at full price.

5.5 You will need to provide valid photo identification to complete registration, which can include a valid passport, driving licence or photo identity card. We will be unable to provide our services, including prescriptions, until we receive this.

5.6 We are unable to provide a refund where you disagree with the clinician’s assessment or management plan, provided the service was delivered with reasonable care and skill.

5.7 We offer a refund if we are unable to fulfil your booked appointment.

5.8 Failed contact: At AccessGP we will always make reasonable efforts to contact you at the time of your scheduled appointment.

Contact Attempts:
For video or telephone consultations, your GP will attempt to contact you via the details you provided at the time of booking. If you do not answer, one further attempt will be made within the scheduled appointment window.

Time Limit:
If we are unable to reach you within 10 minutes of the scheduled start time, the appointment will be treated as a Failed Contact.

Outcome of Failed Contact:

• The consultation will be deemed as used and will not be refundable. nIf you wish to rebook, a new appointment must be scheduled and paid for in full.

Your Responsibility:

Please ensure that:

• The contact details provided at booking are accurate and up to date.
• You are available, in a private and safe environment, at the scheduled appointment time.
• You have adequate phone or internet connection to receive the consultation.

5.9 Cooling-Off Rights & Waiver: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may ordinarily cancel a service contract within 14 days of booking. By booking an appointment to take place within 14 days, you expressly consent to AccessGP providing the service during this period and acknowledge that your statutory cooling-off rights will be waived once the service is completed. If you cancel before the service has begun, our standard cancellation policy will apply.

5.10 Technology Disclaimer: It is your responsibility to ensure that you have a stable internet connection, functioning device, and sufficient privacy for your consultation. AccessGP cannot be held liable for consultation failures caused by inadequate connectivity or unsuitable environments. For video consultations, you must have a functioning camera, microphone, and a minimum internet speed of 1mbps. AccessGP cannot be held responsible for consultation failures where minimum technical standards are not met.

6. Prescriptions and Referrals

6.1 AccessGP Clinician’s may issue private prescriptions where clinically appropriate. These can be sent electronically to a UK pharmacy or delivered. Fees for such prescriptions or third-party services are not included unless otherwise stated and the cost of medications payable directly to the pharmacy. We cannot issue NHS prescriptions; only private prescriptions are provided.

6.2 We may refer you for diagnostic tests (e.g., blood, MRI, CT, ultrasound) or to specialists. Fees for such referrals or third-party services are not included unless otherwise stated and payable to these providers.

6.3 We do not issue repeat prescriptions or long-term medication without a formal review.

6.4 We do not issue or prescribe controlled drugs. We do not prescribe drugs requiring regular monitoring,  including but not limited to the following:

• Controlled drugs including opioids, Z-drugs (such as Zopiclone and Zolpidem) and benzodiazepines.
• ADD/ADHD medication.
• Gender reassignment medication.
• Specialist care medication such as lithium, amiodarone, and disease-modifying agents (such as methotrexate, azathioprine, ciclosporin, tacrolimus).
• Unlicensed medications.
• Medications requiring in-person physical examination or monitoring prior to initiation.

6.5 Referral & Third-Party Disclaimer: AccessGP may refer you to external providers such as laboratories, pharmacies or imaging centres. While we work only with reputable providers, AccessGP is not responsible for the availability, quality, or outcomes of services delivered by third parties. Any contract for such services is directly between you and the third-party provider.

For diagnostic test services, AccessGP is not liable for courier or postal delays, lost samples, laboratory processing errors, or pharmacy dispensing errors. If a test result is invalid or delayed due to customer error — including late posting, incorrect packaging, or failure to follow instructions — any repeat test will be at the patient’s own cost. Where delays or errors are caused by the laboratory or provider, AccessGP will liaise with them on your behalf but cannot guarantee compensation.

7. Medical Records and Confidentiality

7.1 All clinical records are securely stored in accordance with UK GDPR and data protection laws.

7.2 You have the right to request access to your medical records. Requests will be processed in line with data protection regulations.

7.3 We may share information with your NHS GP with your consent, or where it is necessary for your safety or care continuity.

7.4 Medical Records Sharing: Where clinically appropriate, we may share consultation notes or results with your NHS GP to support continuity of care. We will do this with your consent, unless disclosure is required by law for patient safety.

If you choose not to consent to the sharing of consultation notes or results with your NHS GP, you acknowledge that this may affect continuity of care. AccessGP is not responsible for any risks or adverse outcomes that arise from limited information being available to your NHS GP or other healthcare providers.

7.5 Data Retention: Medical records and related consultation notes are retained for a minimum of seven (7) years in accordance with UK medical and legal standards. Records may be retained longer where required for regulatory, legal, or clinical reasons.

8. Your Responsibilities

8.1 You agree to provide accurate, complete, and up-to-date health information. We do not have access to your NHS medical record or health records stored by other private providers. The Patient remains fully responsible for providing accurate and up to date medical history, and AccessGP cannot be held liable for consequences resulting from missing or inaccurate medical information.

8.2 You agree to complete the pre-consultation questionnaire

8.3 You must ensure you are in a suitable environment for a confidential consultation.

8.4 Misuse of services, abusive behaviour, or provision of false information may result in termination of your access to AccessGP.

8.5 You must inform us immediately of any change in your health status, medications, or contact details.

8.6 Safeguarding: AccessGP clinicians have safeguarding duties. If a consultation gives rise to concerns about abuse, neglect, or risk of harm to yourself or others, we may be legally required to share information with safeguarding authorities, regardless of your consent.

8.7 Zero Tolerance: AccessGP operates a zero tolerance policy for abusive, threatening, or discriminatory behaviour towards our clinicians or staff. We reserve the right to terminate your access to our services immediately if such behaviour occurs. Any threatening behaviour may also be reported to the appropriate authorities.

9. Blood Test Services

9.1 Process: Once you purchase a blood test package, AccessGP will arrange for our partner laboratory (Viva Health Labs, “VHL”) to post the test kit to your registered address. You are responsible for ensuring the delivery address is correct. You must bring the kit with you to your chosen clinic site or provide it to the visiting phlebotomist for a home appointment.

9.2 Appointments: Appointments for sample collection are arranged directly between you and VHL (or their approved phlebotomist). AccessGP does not control availability at clinic sites or home visits and cannot guarantee appointment times.

9.3 Packaging and Posting: The phlebotomist will ensure your blood sample is packaged securely and in accordance with VHL requirements. Once the sample has been collected and packaged, it is your responsibility to post the kit back to VHL using the instructions and pre-paid packaging provided. This must be done as soon as possible and within 24 hours of your appointment. You must do so as soon as possible to ensure sample stability and accurate results. AccessGP cannot accept responsibility for delayed, lost, or invalid samples where return postage has not been completed promptly.

9.4 Results and Follow-Up: Results are sent to AccessGP directly by the laboratory. Following receipt, you will be entitled to a complimentary GP consultation (telephone) to discuss your results. Additional consultations, onward referrals, or repeat testing may incur further charges.

9.5 Limitations

• Blood tests are subject to laboratory processing times. While we aim to provide results within published timeframes, delays may occur which are outside our control.
• Test packages are designed for health screening and should not replace urgent or emergency medical care.
• AccessGP cannot be held responsible for samples delayed or lost in transit after collection.

9.6 Cancellations and Refunds

• Once a blood test kit has been dispatched, refunds are not available.
• If you cancel your order before dispatch, a refund may be provided subject to a £20 administrative fee.
• If you miss or fail to attend your arranged clinic/home visit, the blood test fee is non-refundable. You may rebook at your own expense.

9.7 Third-Party Responsibility

AccessGP acts as a facilitator between you and VHL. We are not responsible for:

• Delays in postal delivery of kits.
• Appointment availability at partner clinics.
• Laboratory errors or processing delays.

9.8 Your Responsibilities

You must:

• Follow all instructions for handling and posting your kit.
• Attend your appointment with the blood test kit provided.
• Post the kit to VHL within 24 hours of your appointment, using the method provided.
• Provide accurate and up-to-date information to your clinician during the results consultation.

10 Limitation of Liability

10.1 AccessGP provides healthcare services with reasonable care and skill but does not guarantee clinical outcomes. We are not liable for any indirect, incidental or consequential losses arising from your use of our services, unless due to negligence or misconduct by our clinicians.

10.2 We shall not be liable for any loss arising from your failure to follow medical advice provided, or for reliance on our services where these were not clinically appropriate for your presenting condition.

10.3 We are not responsible for delays or issues arising from third-party service providers (labs, pharmacies, couriers, etc.).

10.4 Nothing in these Terms limits our liability for death or personal injury caused by our negligence.

10.5 Force Majeure: AccessGP shall not be liable for any failure or delay in providing services caused by circumstances outside our reasonable control, including but not limited to pandemics, IT or telecommunications failures, strikes, lockouts, acts of God, fire, flood, or regulatory action.

10.6 Personal Use Only: Our services are provided for personal healthcare purposes only. AccessGP accepts no liability for any business-related losses, including loss of profit, loss of business, business interruption, or loss of business opportunity.

11 Data Protection

11.1 AccessGP processes personal data in line with our Privacy Policy.

11.2 Your data will only be used for the purpose of delivering healthcare, clinical safety, and service improvement unless otherwise agreed.

11.3 In line with the UK GDPR, you have the right to:

• Request access to the personal data we hold about you.
• Request correction of inaccurate or incomplete data.
• Request erasure of your data where legally permissible.
• Object to processing of your data, including for direct marketing.
• Request restriction of processing in certain circumstances.
• Request transfer of your data to another provider (data portability).
  
  Full details are available in our Privacy Policy.

12 Changes to Services or Terms

12.1 We reserve the right to amend these Terms at any time. Updated Terms will be published on our website and apply immediately to new bookings.

12.2 We may change or withdraw services at our discretion.

13 Complaints and Feedback

13.1 We aim to deliver a high standard of care. If you are dissatisfied, please contact us at hello@accessgp.co.uk.

13.2 Formal complaints will be acknowledged within 3 working days and responded to within 28 working days.

13.3 Escalation of Complaints: If you remain dissatisfied after our internal process, you may escalate your complaint to the Care Quality Commission (CQC) or the Parliamentary and Health Service Ombudsman (PHSO). Contact details are available on request.

13.4 Alternative Dispute Resolution: If we are unable to resolve a complaint through our internal procedure, and before pursuing court action, either party may agree to refer the dispute to an independent mediator or alternative dispute resolution (ADR) provider. This process does not affect your right to bring legal proceedings.

13.5 Complaints Handling Timelines: We aim to acknowledge all complaints within three (3) working days and provide a full response within twenty-eight (28) working days. If more time is required, we will notify you of the delay and provide an updated timeline.

14 Intellectual Property

All intellectual property in the AccessGP website, consultation software, branding, logos, marketing materials, consultation content, and documentation remains owned by AccessGP Ltd. You may not copy, reproduce, modify, or distribute these materials without prior written consent. Any unauthorised use of AccessGP intellectual property is strictly prohibited.

15 Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Disputes shall be subject to the exclusive jurisdiction of the English courts.

16 Contact Us

For enquiries, feedback, or support:

Email: hello@accessgp.co.uk