Pre-Consultation Terms and Conditions

Thank you for choosing Care Fertility to help you in your fertility journey. Before proceeding with your consultation, we would ask that you read the terms below carefully. These terms tell you who we are, how we will provide our consultation services to you, how you and we may change or end the agreement, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any clarification, please contact us to discuss. By attending your consultation, you confirm that you have read and agree to the terms of this agreement. If you have any questions relating to this agreement, please contact your local Carepals advisor who will be able to support you in this.

1. Information about us and how to contact us

1.1. Who we are: We are Care Fertility Group Limited, a company registered in England and Wales. Our company registration number is 05423241 and our registered office is at John Webster House 6 Lawrence Drive, Nottingham Business Park, Nottingham, NG8 6PZ.

1.2. How to contact us. You can contact us by telephoning your local Carepals advisor at the number on our website or by writing to us at centralcarepals@carefertility.com

1.3. or CARE Fertility Group, John Webster House 6 Lawrence Drive, Nottingham Business Park, Nottingham, NG8 6PZ.

1.4. How we may contact you. If we have to contact you, we will do so by telephone, online portal, or by writing to you at the email address or postal address you provided to us in your request.

1.5. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes electronic communications like email or through our Care clinic portal for example.

2. Consultation Participation, Requirements and Benefits.

2.1. If you do not pay your consultation fee as illustrated on your pre-consultation invoice within 48 hours prior to your consultation, you will not be able to be seen by a consultant and your appointment may need to be rescheduled.

2.2. You should provide your medical history and any relevant test results prior to your consultation, if tests have been completed by a clinic other than Care. If the required pre-consultation tests have not been completed within the six months prior to your consultation, then you will be asked to undergo the required tests pre-treatment. There will be an additional fee for these tests as illustrated on your pre-consultation invoice.

2.3. If you do not, or are unable to provide your full medical history, or have not completed the recommended pre-consultation tests, this may affect our ability to provide an accurate and informed treatment recommendation. If a further consultation is required to take account of the results of history or test results provided after the initial consultation an additional fee may be payable.

2.4. In order to provide you with the most accurate personalised treatment plan in consideration of your personal medical history your consultant may request that you undergo additional tests following your consultation. If additional tests are required, these will incur a cost and your consultant may be unable to provide a full treatment plan until the results have been considered.

2.5. Care will provide you with a treatment recommendation in a reasonable time period following the consultation or after the receipt of any additional test results which are required, based on the information you have provided to us in your medical history and the test results available to us.

2.6. Care will provide treatment relevant to your personal medical history, however there is no guarantee that following the recommended treatment plan, this will result in a pregnancy.

2.7. If Care reasonably believes that the requested services are not in your best interests or are not advisable on medical grounds, it will be recommended that you do not proceed with treatment.

3. Withdrawal from the Consultation and Refunds

3.1. How long do I have to change my mind? Under consumer law, you may cancel your appointment any time before the cancellation period ends. The cancellation period ends either 14 days after the day we email you to confirm your consultation or on the day of your appointment if you attend a consultation within 14 days of requesting it. Once we have provided the services you cannot change your mind, even if this is within 14 days of the date of confirmation. If you cancel your appointment before the cancellation period ends, then we will refund any fees paid in full in relation to your consultation. If you cancel your appointment after the cancellation period ends, then we will still refund you in full provided you supply us with 48hrs notice prior to your consultation date. If you do not attend your appointment without giving notice of cancellation then we will not refund any fees paid in relation to your consultation.

3.2. How to tell us you want to end the agreement. To end the agreement with us, please let us know by phone or email. Call your local clinic administrative team or email us at centralcarepals@carefertility.com. Please provide your name, home address, details of consultation appointment and your phone number and email address.

3.3. Tests. If you have completed pre-consultation tests, but choose not to attend your consultation, we will provide you with a copy of those test results, but you will not be eligible for a refund for the test services provided.

3.4. When we can end the agreement. You should be aware that there are a few circumstances that may mean that we may withdraw the offer of a consultation. Reasons for withdrawal may include, but shall not be limited to your becoming abusive or threatening towards any CARE employee. You will be given a full refund of the Consultation Fee already paid by you if we withdraw the offer of a consultation.

3.5. When is it too late to get a refund? Once you attend your consultation, it will be deemed that the services have been provided in full and you will not be entitled to the any refund of the Consultation Fee.

4. Our responsibility for loss or damage suffered by you

4.1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this agreement or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the agreement was made, both we and you knew it might happen, for example, if you discussed it with us during the booking process.

4.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services including the right to receive services which are supplied with reasonable skill and care.

5. Complaints

5.1. In the unlikely event that you need to complain about any part of the Programme or Services provided please follow Care's standard complaints policy. You can obtain this policy by asking for it from any Care employee at your treating clinic. Alternatively, visit https://www.carefertility.com/support/your-comments-concerns-or-complaints for further information on how to raise a complaint or concern.

6. How we may use your personal information

We will only use your personal information as set out in our privacy policy.

7. Other important terms

7.1. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer, you may contact us to end the agreement within 48 hours of us telling you about it and we will refund you any payments you have made in advance for services not provided.

7.2. Nobody else has any rights under this agreement. This agreement is between you and us. No other person shall have any rights to enforce any of its terms.

7.3. If a court finds part of this agreement illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

7.4. Which laws apply to this agreement and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.