Terms and Conditions for Quotations, Prices, Sales and Pre-payments

These are the Terms and Conditions that apply to all appointments, bookings, products and services (terms that may be used interchangeably in this document) available at ROC Health Holdings Ltd or any of its subsidiaries (referred to as “ROC”, or “we”), whether quoted, booked or pre-paid for online, in person, or via other electronic means.

 

ROC reserves the right to accept or reject orders.

 

These terms and conditions form the basis of the agreement between you and ROC.

 

Please, take some time to read this document and do not hesitate to contact us if you have any questions.

Table of Contents

Prices

Prices are quotes exclusive of VAT and delivery unless otherwise stated and apply to sales in the UK only.

 

All prices are subject to an annual review and may be revised without notice.

Payment Terms

Different payment terms apply to different products.

 

When placing an order, you will be advised of the payment terms applicable to that product.

 

Prepayment may be required at the time of booking a product (an order being made).

 

For online product bookings, you will be asked to pre-pay online. Failing to pre-pay will result in your product not being booked.

 

You will be required to settle all additional fees applicable or incurred during your appointment immediately once appointment has taken place.

Additional Fees

Consultation fees have been determined at booking as a minimum duration. This means, your consultation may be less than specified duration but not more than the specified duration.

 

If your consultation time exceeds the prebooked duration, you will be charged for additional time applicable to the type of consultation, in 15-minutes increments.

 

If further consultations (including nursing), tests, procedures, investigations or treatments are required during your appointment, you will be informed of any additional costs. In most cases you will have the opportunity to agree to proceed or decline these additional services before they are carried out however may not always be possible to inform of these fees in advance.

Forms of Payment

We accept most forms of card payments.

 

Cash payments are not accepted.

 

Where prior terms have been agreed, payment by bank transfer is accepted.

Pre-Payments

Prepayment is required for most appointments and products purchased by individual customers. Prepayment is required whether an appointment is made online or via phone or other electronic means.

 

To pay for services, you will need to provide payment card details. You must have appropriate authority to use the payment card which you use for payment

Cancellations

Separate cancellation terms may be in place for business accounts. Please refer to your business terms pertaining to the ROC account.

 

In the absence of the above, the following apply:

  •  You may cancel your appointment up to 48 hours (working hours, excludes Saturday & Sundays and Bank Holidays or other closure days)) before the appointment is due, with no charge. Cancellations with less than 48 working hours’ notice, will be charged in full.
  • For Well Woman / Well Man / Wellness Medicals please refer to Clause 7.
  • For Minor Surgery Consultations and appointments please refer to Clause 8.
  • Some specialist consultation will have specific Terms and Conditions. These will be listed in the automated confirmation appointment

Well Man, Well Woman, Wellness Medicals

These medicals incur a significant amount of preparation and time allocation across different teams.

 

Cancellations: 

  • Cancellations made 10 working days or more in advance will incur no charge
  • Cancellations made between 5 and 9 working days (inclusive of) in advance will be charged at 40% of the total price of the medical booked
  • Cancellations made with less than 5 working days’ notice will be charged at 70%

 

Failing to attend / No shows: will be charged in full.

 

Late arrivals will be handled in accordance with Clause 10.

 

Rescheduling / postponements will be handled in accordance with Clause 11.

Minor Surgery Appointments

Cancellations:

  • Cancellations made 10 working days or more in advance will incur no charge
  • Cancellations made between 5 and 9 working days (inclusive of) in advance will be charged at 40% of the total price of the medical booked
  • Cancellations made with less than 5 working days’ notice will be charged at 70%

 

Failing to attend / No shows: will be charged in full.

 

Late arrivals will be handled in accordance with Clause 10 .

 

Rescheduling/postponements will be handled in accordance with Clause 11.

No shows / Failing to attend

Failing to attend an appointment will result in a full charge being applied. 

Late arrivals

ROC endeavors to accommodate late arrivals but this may not always be possible. We endeavor to allow a 10-minutes grace period; however you may be asked to wait and / or your appointment may be shortened as a result. You will be charged as per original booking.

 

We do not wish other patients / clients to be impacted by the delays incur and therefore this clause will be strictly
applied

Changing an appointment date / time (Rescheduling)

We understand that an individual may be required to change the time or date of their appointment due to foreseen or unforeseen circumstances.

 

Rescheduling an appointment may be made at any time, by contacting us via email or phone.

 

Cancellations charges will apply, if rescheduling outside the timings provided in Clause 6,7,8.

 

The cancellation charges may be waved at the discretion of the Billing Manager, who will be considering the multiple factors around your request. If such a charge is waved, is waved on the premise that a pre-payment was made. You may reschedule only once in this circumstance before your pre-payment being forfeited.

Request for refunds

Requests for refunds need to be submitted to billing@rochealthservices.com.

 

Refund requests follow an internal process that may take up to 20 working days to process.

 

On a case-by-case basis, we reserve the right to offer an exchange or credit towards future purchases.

Formal Quotations

Formal quotations are quotations obtained in writing from ROC. These may be quotations obtained via a Quotation
Document.

 

Informal quotations are quotations issued verbally or within the body of email.

Validity

Formal quotations are valid for a period of 14 days from the date of issue, unless otherwise stated. Prices and terms are subject to change after this period unless otherwise agreed upon in writing.

Pricing

All prices quoted are exclusive of applicable taxes, duties, and charges unless otherwise stated. Any additional costs will be borne by the customer.

Payment Terms

Payment terms will be as per clause 2, unless otherwise specified in the quotation.

 

Late payments shall incur interest at a rate of 3.3% per month above the Bank of England base rate, calculated on a daily basis

Acceptance

Acceptance of the quotation constitutes acceptance of these terms and conditions. Any terms and conditions proposed by the customer that differ from or add to these terms are expressly rejected unless agreed upon in writing by both parties. 

 

An email confirmation and / or issue of a Purchase Order constitutes Acceptance

Confidentiality

Both parties agree to keep all terms and conditions of the quotation confidential and not to disclose any information to third parties without prior written consent.

Private medical insurance

If you have private medical insurance, we advise you to confirm with your insurer that your consultation, investigation and / or treatment is covered and get authorisation before making an appointment.

 

We will require the following:

  • Insurance details: Policy / Membership Number or Valid Insurance Card
  • Authorisation Number and proof of authorisation
  • Private Insurance Declaration and Agreement Acknowledgement

 

Your insurer may have additional requirements that need be completed to enable the appointment.

 

In the absence of the above, you will be treated as a self-pay patient.

 

You will be liable for any fees not covered by the insurer.

Corporate-sponsored patients

If we have agreed for your company to cover the cost of your healthcare, you’ll need to provide a letter of guarantee authorising payment for your tests or treatment or any other confirmation proof as agreed between ROC and your sponsor.

 

In the absence of the above, you will be treated as a self-pay patient.

Acceptance of Terms

By booking an appointment with ROC, whether online or over the phone, you agree to these Terms and Conditions and are responsible for ensuring payment is made in full, either personally or via their insurer/sponsor.

Amendments

We reserve the right to amend these terms and condition with no notice. Amendments or variation of the terms and conditions become valid and enforceable once published on the website.

Liability

ROC is not responsible for any costs not covered by insurers or sponsors. You are advised to confirm coverage with you insurance/sponsor provider in advance of the appointment.

Force Majeure

ROC will not be liable for any failure to perform any contract or supply any materials due to acts of terrorism, industrial action, fires, explosions, flood, riot, lockout, injunction, interruption or transportation, unavoidable accidents, inability to obtain supplies at reasonable prices or other causes beyond its control.

Our Accreditations

In England we are registered with the Care Quality Commission. For our full report please click the link below. 

See the report

In Scotland we are regulated by Healthcare Improvement Scotland. For our report please click the link below.

See the report

Copyright © 2024 ROC Clinics UK LTD | Privacy Policy | Contact | Terms & Conditions 

Registered office address: (C/O Thrings Llp) 6, Drakes Meadow, Swindon, England, SN3 3LL 
CQC Provider ID: 1-16939474257 | CQC Location ID 1-17052847559 | HIS Registration No 00413
Duty of Candour Annual Report 2024 
ROC is a trading name on behalf of ROC Health Group Ltd and ROC Clinics UK LTD

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