Terms & Conditions
Welcome to Hampstead Heath Pharmacy’s Terms & Conditions page. Please take the time to read the following carefully, as they govern the use of our website (https://hhpharmacy.co.uk) and all our clinical services, including appointments, consultations, and treatments. By booking or using our services, you agree to these Terms & Conditions.
1. About Us
1.1 Preentree Limited, trading as Hampstead Heath Pharmacy, Travel Health & Vaccination Clinic, operates the website and our telephone booking service. We are a company registered in England under company number 01582798. Third-party laboratories may process certain tests we offer.
1.2 Hampstead Heath Pharmacy, Travel Health & Vaccination Clinic is regulated by the General Pharmaceutical Council (GPhC) under registration number 1040582. As such, we comply with applicable health and social care legislation. Our pharmacists are also individually registered with the GPhC and adhere to professional guidelines, which you can access at www.pharmacyregulation.org.
2. Our Services
2.1 We provide health information via our website and facilitate booking appointments for consultations with our registered pharmacists. Any treatment or medication provided depends on the outcome of the consultation and the clinical judgment of the pharmacist.
2.2 Our services are available only to individuals residing in the United Kingdom or attending our clinic in London.
3. Health Clinic Appointments
3.1 When booking an appointment, we will collect your contact information and send you a confirmation email specifying the details of your appointment.
3.2 Before your consultation, you will complete a health questionnaire that is compliant with best medical practices. This must be completed accurately and beforehand, as any missing or incorrect information may affect the recommendations and treatment provided. Missing this step may result in your appointment being rescheduled.
3.3 By booking an appointment, you confirm that you:
- Are at least 16 years old and capable of entering into a binding agreement.
- Have appropriate authority if booking on behalf of another individual (e.g. parent or guardian for minors).
3.4 Appointments are not a replacement for care provided by your primary healthcare provider. You are responsible for informing your GP or healthcare provider about any treatment you receive.
3.5 Use of AI-Assisted Documentation (Tandem Health): To improve focus during consultations, we sometimes use Tandem Health, a CE-marked and ISO 13485 certified AI scribe. With your agreement at the start of the consultation, audio is securely processed to draft medical notes, which are always reviewed and verified by your clinician. All data is encrypted and handled in accordance with UK data protection laws. You may opt out of this service at any time by informing your clinician, and this will not affect the care you receive.
4. Cancellation & Rescheduling Policy
4.1 Notice Required: Appointments must be cancelled or rescheduled at least 48 hours in advance. You can manage your booking using the link provided in your confirmation email or by contacting us directly.
4.2 Late Cancellations and Non-Attendance: Failure to provide 48 hours’ notice, or failure to attend your appointment, will result in a late cancellation or non-attendance charge, usually £25 (or as per the advertised deposit rates for your specific service). These charges reflect the clinical time reserved for you and our reasonable costs and are not intended as a penalty.
4.3 Refunds and Deposits: If you cancel or reschedule your appointment with at least 48 hours’ notice, your deposit will be refunded minus a standard administrative fee of £1. This admin fee may be slightly higher for group appointments. For certain services or group bookings, different deposit amounts and refund rules may apply; where this is the case, the relevant fees will be clearly stated at the time of booking and on our website.
4.4 Unsuitable for Treatment: A £25 non-refundable consultation fee is applicable for appointments where treatment (for example, vaccinations or medication) is not provided following a clinical risk assessment and professional judgment that it is not appropriate or safe. This fee applies to group bookings in line with the advertised rates and reflects the clinical assessment time reserved for you.
4.5 Statutory rights: Nothing in this policy affects any legal rights you may have under consumer law. Where you book online or by telephone and the law gives you a cooling-off right, this will not usually apply once you have asked us to provide your appointment on a specific date and the consultation has taken place.
5. Pricing and Payment
5.1 Prices for consultations and treatments are detailed on our website and in the clinic and include VAT where applicable. Payment for treatments will be made at the clinic following your consultation or before medication is sent to you.
5.2 Despite our best efforts, pricing errors may occur. We reserve the right to correct obvious errors and are not obligated to provide services at incorrect prices.
5.3 We use Stripe and Square to process card payments. They are PCI DSS Level 1 certified service providers, adhering to high security standards for processing card data and helping ensure a secure environment for our patients.
6. Personal Information
6.1 Your personal information will be handled securely and confidentially, and processed strictly in compliance with UK GDPR, the Data Protection Act 2018, and our Privacy Policy and Cookie Policy.
7. Liability
7.1 We accept responsibility for services provided in accordance with these Terms. However, we are not liable for business losses such as loss of profits or goodwill, or for damages resulting from incomplete or inaccurate information provided by you during the consultation.
7.2 Nothing in these Terms limits or excludes our liability for personal injury or death caused by negligence, fraud, or any other liability that cannot be excluded or limited by law.
8. Zero Tolerance Policy
8.1 We operate a zero-tolerance policy regarding physical or verbal abuse, threatening behaviour, or discrimination towards our staff. We reserve the right to refuse service and cancel appointments without refund if this policy is violated.
9. Events Outside Our Control
9.1 We are not responsible for delays or disruptions to our services caused by unforeseen circumstances beyond our reasonable control. Where this happens, we will contact you as soon as reasonably possible to rearrange your appointment.
10. General
10.1 If any provision of these Terms is deemed invalid or unenforceable, the remaining provisions will remain in full force and effect.
10.2 These Terms are governed by English law, and disputes will be subject to the jurisdiction of the courts of England and Wales, except for residents in other parts of the UK, where the relevant local law and courts may apply.
11. Complaints
11.1 We are committed to addressing all complaints effectively. We will:
- Acknowledge your complaint within three working days.
- Investigate and aim to provide a written response or outcome within four weeks.
11.2 If you remain unsatisfied, we will guide you to appropriate external avenues for complaint resolution (for example, NHS feedback routes, the General Pharmaceutical Council, or other relevant bodies depending on the nature of your complaint).
12. Contact Us
If you have questions regarding these Terms or our services, please call 020 7435 7075 or email us at info@hhpharmacy.co.uk.
If you need urgent medical advice, please contact your usual healthcare provider, an urgent and emergency care service, or call NHS 111.
Last Updated: March 2026
