Terms & Conditions
These terms may have changed since you last reviewed them
Please read these terms carefully before you use our services. These terms tell how we will provide services to you as a patient of our private medical clinic.
If you are having a medical emergency, you should contact 999 immediately.
Where to find information about us and our products
We are MAMEDICA Limited (“MAMEDICA”) trading as MAMEDICA Limited.
Our address is:
2 Lower Sloane Street
London
SW1W 8BJ
You can contact us by telephone on 0330 580 1170.
You can email us at info@mamedica.com
We are regulated by the Care Quality Commission (CQC), the independent healthcare regulator in England, with provider ID 1-11989474057. All our clinicians adhere to the mandates of their professional associations and the standards outlined by relevant healthcare regulatory bodies, including guidelines from the General Medical Council concerning remote prescribing.
“You / Your” refers to the patient,
“We, us, our, the “clinic”, “MAMEDICA” refers to MAMEDICA Limited.
Please note the following:
After consulting with one of our clinicians, it is imperative that you seek further medical guidance from us or another healthcare professional if you have concerns regarding the information provided by the MAMEDICA or if your condition changes.
In the event of adverse or unexpected reactions to any treatment, medication, or healthcare product recommended by our clinicians, it is essential to seek immediate medical attention. We advise retaining any patient information accompanying prescribed medicines from the clinic to aid other healthcare providers in case of urgent medical requirements. If you experience any adverse reactions outside of our opening hours (9am-5:30pm) please contact NHS 111 for support.
You acknowledge and agree that any information presented on our website or provided in patient materials, including medical advice, is for general informational purposes only and should not be construed as substitute advice from a doctor upon which you should rely.
Orders are only accepted once our clinicians approve the prescription
We provide consultations and medical solutions for patients with pre-existing conditions, where previously prescribed licensed medicines have been ineffective or have caused intolerable side effects. While treatment initiation occurs under the supervision of clinicians registered with the GMC’s specialist register, please note that the MAMEDICA does not offer diagnosis services. Any prescriptions issued by MAMEDICA aim to support patients with diagnosed conditions from other services and should be used as directed.
Our team assesses whether medical treatment may alleviate your symptoms, considering your medical history, national guidelines, and individual needs. Please understand that prescription issuance is solely at the discretion of our clinicians, who may require additional information from your GP or specialist before finalising treatment decisions.
Appointments with the MAMEDICA are subject to availability and are scheduled at our discretion. We do not guarantee the availability of specific clinicians at any given time.
MAMEDICA requires comprehensive and accurate information about your medical history. You agree to provide this information at least 3 working days before your initial assessment, including completing intake information through our patient portal and consenting to access your GP medical records. Additionally, after registration, you agree to inform the MAMEDICA about any changes to your health or prescribed medications elsewhere.
As part of the assessment process, you agree to complete a further evaluation detailing your current symptoms and their impact on your daily life. These questionnaires will be periodically reassigned to you for completion during follow-up appointments, which are essential for continued prescribing based on your engagement with MAMEDICA.
Occasionally, we refrain from prescribing
Your continuous consent is required for us to contact your GP or healthcare provider to inform them of the consultation and any prescribed medication resulting from it. Without your consent for our clinicians to communicate with your GP, we cannot proceed with providing our services to you. You have the right to withdraw your consent at any time. If you choose to exercise this right, you must inform MAMEDICA in writing or through a telephone call. However, please note that failure to provide consent may impact our ability to provide you with our services. We cannot be held responsible for delays or incomplete services if information required for appointments is not provided or if the provided information does not accurately reflect your health status as conveyed by you.
Please understand that there is no guarantee that our clinicians will prescribe medical solutions, as prescription issuance is solely at their discretion.
How we charge for our services
The charges for consultations with our clinicians or the Access Scheme are as stated on our website/portal at the time of booking, unless an alternative price has been agreed upon in written form.
We will confirm the prices via email and full payment is required to finalise your appointment booking.
While appointments are generally exempt from VAT, if VAT applies to any of our services, our prices will include VAT at the applicable rate.
Prescriptions
If our clinician decides that a specific medical solution is right for you, then they will write a medical prescription for you.
Unless you object, a prescription will be sent to MAMEDICA Dispensary Limited to fulfil, who will then dispense and supply the medication to you.
MAMEDICA Dispensary Limited, a company connected to MAMEDICA, will be able to fulfil all private prescriptions without any additional charge.
To view the order processing terms and condition, please visit this page.
You are free to use your own dispensing pharmacy, but we reserve the right to charge £10 for any prescriptions issued to pharmacies not within the MAMEDICA Group.
You should understand and accept that private prescriptions are fulfilled at a charge unique to the fulfilling pharmacy. This is beyond the control of the MAMEDICA or the prescribing clinician’s control. It is your choice as to whether you have any prescriptions fulfilled and at what cost.
Late Payments
In case we are unable to collect any outstanding payment from you, we apply interest on the overdue amount at a rate of 3% per annum above the Bank of England base rate at that time. This interest accumulates daily from the due date until the actual payment date of the overdue amount, irrespective of payment being made before or after any legal judgment. You are responsible for paying the interest along with the overdue amount.
Delays outside of our control
If the delivery of our services is hindered by circumstances beyond our control, we will promptly inform you and make efforts to minimise the delay. Providing we take these steps, we are not liable to compensate you for the delay. However, if the delay is expected to be significant, you have the option to terminate the contract and receive a refund for any prepaid services that you have not yet received.
Your entitlement to reconsider your decision
From the date you order a consultation with us or join the Access Scheme, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, provided that you notify us within 14 days. This is subject to some conditions, as set out below.
When you are unable to alter your decision
You can’t change your mind about an order for:
- services, once these have been completed;
- medicines, you cannot return medicines, including prescription medicines, or anything that has a hygiene seal that has been broken
How to let us know
To indicate your change of decision, please reach out to our Patient Service Team using the contact information provided above or in your confirmation email.
Other Cancellations
Scheduled appointments for consultations are non-refundable unless we are unable to provide our services due to eligibility. If you are eligible and choose not to proceed with your initial consultation, we reserve the right to retain the appointment fee to cover administrative costs.
You can reschedule your appointment with MAMEDICA before attending by notifying us in advance via email or telephone. There is no additional cost if the appointment is cancelled at least 48 hours prior to the scheduled date. We reserve the right to withhold the appointment fee or impose a £50 charge on patients enrolled in the Access Scheme to cover administrative costs if the cancellation happens with less than 48 hours’ notice or if you fail to attend your scheduled appointment.
We reserve the discretion to cancel your appointment without liability if:
- You fail to provide requested information within the specified time frame
- Payment is not made as required
- You significantly or repeatedly violate any of these terms
- You violate the MAMEDICA’s Zero Tolerance Policy
You have the option to cancel your monthly repeat prescription request after it has been issued by informing us through email or telephone. A change of medication request will result in a £15 charge to cover administrative expenses.
Payment and Charges
Payment is only accepted by debit or credit card. Receipts will be emailed after the payment is taken. In providing payment card details, you authorise MAMEDICA to take payment in full for the applicable consultation charges and any other charges that become due to us under these terms. Where you may be entitled to a refund, it will only be made using the payment gateway and/or card originally used for payment. All disputes related to payments will be handled under UK Law.
When and how we issue refunds
The refund process is initiated promptly and completed within 14 days of your notification of a change in your decision. Refunds are issued through the same payment method you used initially, and no fees are charged for the refund.
You have the option to terminate an ongoing contract
During the order process, we inform you about the procedure and conditions for terminating an ongoing contract with us, such as for regular services or goods subscriptions. After accepting your order, we provide written confirmation of this information. Should you have any inquiries, please don’t hesitate to reach out to our Customer Service Team.
You have rights if there is something wrong with our services
If you think there is something wrong with our services, you must contact our Patient Service Team.
You have rights if there is something wrong with the medical products
If you think there is something wrong with the medical products prescribed, you must contact our Patient Service Team and stop taking the medication as soon as possible.
MAMEDICA Limited does not supply medical products. Please refer to the terms and conditions of MAMEDICA Dispensary Limited for details pertaining to the supply and delivery of prescribed medication. External pharmacies may have additional terms which apply to the supply and delivery of products.
We can make change to services and these terms
We reserve the right to modify our services without prior notice to you, to reflect:
- a) changes in relevant laws and regulatory requirements; or,
- b) for business reasons; or,
- c) for other clinical reasons.
We can suspend the supply of a product
We do this to:
- deal with technical problems or make minor technical changes;
- update the product to reflect changes in relevant laws and regulatory requirements; or
- make changes to the product.
We don’t compensate you for all losses caused by us or our services
We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
- 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).
- Caused by a delaying event outside our control – We’re not responsible for delays outside our control.
- Avoidable – Something you could have avoided by taking reasonable action.
- A business loss – It relates to your use of a product for the purposes of your trade, business, craft or profession.
Personal Data
All personal information provided to MAMEDICA either by you or physicians or other healthcare providers is kept confidential and will only be used to provide you with pharmacy services or as otherwise agreed with you.
MAMEDICA holds all personal information in accordance with relevant data protection legislation. For more information about how your personal information will be used and how you can exercise your rights in relation to such information, please read our privacy policy that can be accessed using the following link: https://mamedica.co.uk/privacy-policy/
Our complaints policy
All patients and customers of MAMEDICA are entitled to make an official complaint if they are not satisfied with the services they have received. We take all complaints we receive very seriously. All complaints will be investigated thoroughly, so we can improve the service provided.
We take any complaint we receive very seriously. Please feel free to direct your complaint via one of the contact details above or here.
Your complaint will be acknowledged within 3 working days with a copy of our complaints policy, information on how to escalate your complaint if you are unsatisfied, next steps in supporting you with your complaint or reasons for any delay.
Other important terms apply to our contract
Nobody else has any rights under this contract. This 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.
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.
We retain the right to enforce this contract, even if there’s a delay in doing so
We may not promptly pursue you for non-compliance, such as non-payment or engaging in unauthorised actions. However, this doesn’t preclude us from taking action at a later time.
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