Terms & Conditions

General Booking & Service Terms

Marylebone Health Group Limited

Last Updated: August 2026

1. Introduction & Our Contract

These Terms and Conditions (“Terms”) govern the provision of clinical, rehabilitation, and healthcare services provided by Marylebone Health Group Limited (“MHG”, “we”, “us”, or “our”) to you (“the Patient”, “you”, or “your”).

By booking an appointment, signing a patient intake form, accessing our online booking portal powered by Splose, or receiving treatment at any of our facilities (including 76 Harley Street and any noted satellites or additional locations), you agree to be bound by these Terms.

• Company Name: Marylebone Health Group Limited
• Company Registration Number: 12872028 (England & Wales)
• Registered Address: 3rd Floor, Great Titchfield House, 14-18 Great Titchfield Street, London, W1W 8BD
• Main Clinical Facility: 76 Harley Street, London, W1G 7HH
• Contact Email: info@marylebonehealthgroup.com
• Contact Phone: +44 (0)207 637 7677

2. Appointments & Booking Process

2.1 Booking Channels

Appointments can be booked online via our website/Splose online booking system, via telephone, by email, or in person at our clinical locations.

2.2 Appointment Confirmation

A contract for services is formed when we issue an appointment confirmation via email or SMS (managed through our practice management platform, Splose). It is your responsibility to ensure that all contact details provided during booking are accurate and kept up to date.

2.3 Practitioner Allocation

While we endeavor to match you with your requested clinician, MHG reserves the right to reassign your consultation or treatment to an equally qualified colleague if your designated practitioner is unavailable due to illness, emergency, or unforeseen circumstances. We will notify you as early as reasonably practicable.

3. Fees, Deposits & Payment Terms

3.1 Fee Schedule

Our current consultation, assessment, and treatment fees are displayed on our website, within our Splose booking platform, and are available upon request at reception. Fees are subject to periodic review.

3.2 Payment Methods

We accept major debit cards, credit cards, and electronic bank transfers. We process online payments securely through PCI-DSS compliant payment gateways integrated with Splose and also via Square.

3.3 Advance Payment & Deposits

• Self-Paying Patients: Full payment or a deposit may be required at the time of booking to secure your appointment slot. Any remaining balance must be paid immediately following the conclusion of your treatment session.
• Packages & Pre-paid Courses: Payments for multi-session packages or rehabilitation programs must be paid in full prior to the first session unless a formal payment plan has been agreed in writing. Packages are non-refundable once activated and must be used within the validity period stated at purchase.

4. Private Medical Insurance (PMI) Patients

4.1 Ultimate Financial Responsibility

While MHG accepts funding from major UK and international private medical insurers (e.g., Bupa, AXA Health, Cigna, Healix, Allianz, WPA), the patient remains ultimate legal guarantor for all fees incurred.

4.2 Pre-Authorisation Obligations

Before attending your appointment, you must:

1. Contact your insurer to obtain valid pre-authorisation for treatment with MHG.
2. Provide MHG with your insurance provider name, policy number, and authorisation code prior to or at your initial consultation.

4.3 Policy Shortfalls & Unpaid Claims

If your insurance provider refuses, delays, or partially covers payment—due to policy excesses, limits on session counts, co-payments, or unapproved treatment codes—you will be invoiced directly for the remaining balance. Settlement is due within 14 calendar days of the invoice date.

5. Cancellation, Rescheduling & No-Show Policy

We require sufficient notice to manage clinician schedules and accommodate other patients requiring urgent care.

5.1 Insurance Patients & Cancellations

Private medical insurers do not cover fees incurred due to late cancellations or non-attendance. If you are an insured patient and cancel with less than 48 hours’ notice or fail to attend, you will be billed directly as a self-paying patient.

5.2 Exceptional Circumstances

We recognize that true medical emergencies occur. Discretionary waivers for cancellation fees may be granted at the sole discretion of the Practice Manager upon provision of suitable documentation.

6. Lateness & Clinic Arrival

6.1 Arrival Time

Please arrive 5–10 minutes prior to your scheduled appointment time to complete any necessary registration forms or intake questionnaires via our portal.

6.2 Patient Lateness

If you arrive late for your appointment:

• Your session will still end at the originally scheduled finish time so as not to penalize subsequent patients.
• The full session fee will apply regardless of the shortened treatment duration.
• If you arrive more than 15 minutes late, the clinician may determine that it is clinically unsafe or insufficient to perform the treatment, resulting in cancellation under Section 5 (100% fee charged).

7. Clinical Assessment, Consent & Chaperones

7.1 Informed Consent

All clinical assessments, diagnostic evaluations, physiotherapy, and medical treatments require your informed consent. Your clinician will explain the nature, proposed benefits, potential risks, and alternative options before treatment commences. You retain the right to refuse or withdraw consent at any point.

7.2 Medical History Accuracy

You are responsible for providing complete, honest, and accurate information regarding your health history, pre-existing medical conditions, current medications, allergies, and lifestyle factors. MHG accepts no liability for adverse outcomes resulting from inaccurate or omitted medical disclosures.

7.3 Chaperones

MHG is committed to patient comfort and dignity. You have the right to request a chaperone for any examination or treatment session. Please notify reception or your clinician in advance so suitable arrangements can be made.

7.4 Minors (Under 18s)

Patients under 16 years of age must be accompanied by a parent, legal guardian, or an authorised adult representative over the age of 18 throughout their appointment, unless assessed as Gillick competent by the treating clinician under UK legal principles. Please note our minimum age is 13 years old and at some sites it is 16 years old. Please always check before booking.

8. Patient Conduct & Right to Refuse Service

MHG operates a zero-tolerance policy towards physical violence, verbal abuse, harassment, intimidation, or discrimination directed toward our staff, clinicians, or other patients.

We reserve the right to immediately terminate a session, cancel future bookings, and discharge a patient from our practice if:

• A patient exhibits abusive, aggressive, or inappropriate behavior.
• A patient is under the influence of alcohol or non-prescribed illicit substances.
• There is a fundamental breakdown in the therapeutic or professional relationship.
• An account balance remains unpaid despite formal reminders.

9. Personal Belongings

You are responsible for the safety and security of your personal property while visiting our premises. MHG accepts no liability for loss, theft, or damage to personal items, clothing, or valuables brought onto clinic property, except where caused directly by our negligence.

10. Data Protection & Confidentiality

We handle all personal and clinical health data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and relevant medical regulatory bodies.

For detailed information on how we collect, store, process, and protect your information (including our use of Splose practice management software), please refer to our Privacy Policy available on our website.

11. Limitation of Liability

Nothing in these Terms excludes or limits MHG’s liability for:

1. Death or personal injury caused by our negligence;
2. Fraud or fraudulent misrepresentation; or
3. Any other liability that cannot be excluded or limited under English law.

To the extent permitted by law, MHG will not be liable for any indirect, special, or consequential loss, financial loss, loss of earnings, or business interruption arising out of or in connection with our services. Our total aggregate liability for direct loss arising from contractual breach or negligence shall be limited to the total value of fees paid by you for the specific treatment or service in dispute.

12. Complaints & Feedback

We strive to provide high-standard clinical care and service. If you are dissatisfied with any aspect of your experience:

1. Inform Us: Please contact our Front of House team in writing at info@marylebonehealthgroup.com detailing your concern.
2. Investigation: We will acknowledge your complaint within 5 working days and provide a full written response following investigation within 20 working days.
3. External Governance: If your complaint involves clinical conduct and remains unresolved, you may refer the matter to the appropriate professional governing body (e.g., the Chartered Society of Physiotherapy, Health and Care Professions Council, or General Medical Council).

13. Governing Law & Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes), shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.