TERMS AND CONDITIONS
Document Reference: P021
Version: 2026
Review Date: 01/09/2027
Document Owner: Nurse Agnes Ltd
- DEFINITIONS
For the purposes of these Terms and Conditions:
“Nurse Agnes Ltd”, “we”, “us” or “our” means Nurse Agnes Ltd.
“Client”, “patient” or “you” means the person receiving or requesting services from Nurse Agnes Ltd.
“Services” means the nursing, healthcare, wellness and related services provided by Nurse Agnes Ltd within our professional competence, scope of practice and, where applicable, CQC registration.
“Healthcare Professional” means an appropriately qualified and registered healthcare professional providing services on behalf of Nurse Agnes Ltd.
“Appointment” means a confirmed booking for services.
“Treatment” means any assessment, procedure, intervention, care or other healthcare service provided by Nurse Agnes Ltd.
2. INTRODUCTION AND APPLICATION
These Terms and Conditions explain the basis on which Nurse Agnes Ltd provides services to clients.
Clients will be given a reasonable opportunity to understand the relevant terms before receiving services. Nothing in these Terms and Conditions affects or restricts any statutory rights that a client has under applicable law.
Where there is any conflict between these Terms and Conditions and a client’s statutory rights, applicable law will take precedence.
Our services will be provided with reasonable care and skill and in accordance with applicable professional, regulatory and legal requirements.
3. SERVICES AND CLINICAL SCOPE
Nurse Agnes Ltd will only provide services that fall within the competence, training and professional scope of the healthcare professional providing the service and, where applicable, within the scope of the regulated activities for which Nurse Agnes Ltd is registered.
Before treatment, an appropriate assessment may be undertaken to determine whether the requested service is suitable and safe.
A requested treatment may be declined, postponed or discontinued where, following professional assessment, it would be unsafe, inappropriate, outside the practitioner’s professional competence or contrary to applicable professional or legal requirements.
Where appropriate, the client may be advised to contact their GP, NHS 111, another healthcare professional or an emergency service.
4. BOOKED APPOINTMENTS
Clients should attend appointments at the agreed time.
Clients receiving a service for the first time may be asked to allow additional time for consultation, assessment, medical-history review and consent.
If a client is significantly late, Nurse Agnes Ltd may need to shorten, reschedule or cancel the appointment where there is insufficient time to provide the service safely.
Any decision will take account of clinical safety, the circumstances of the delay and the effect on subsequent appointments.
Requests to change an appointment should be made by telephone, text or email and are not confirmed until acknowledged by Nurse Agnes Ltd.
5. CANCELLATION, RESCHEDULING AND REFUNDS
Clients should provide at least 24 hours’ notice when cancelling or rescheduling an appointment wherever reasonably possible. Where less than 24 hours’ notice is provided, Nurse Agnes Ltd may retain an appropriate part of a deposit or charge a reasonable cancellation fee where Nurse Agnes Ltd has suffered a direct loss as a result of the cancellation.
Any amount retained or charged will be reasonable and proportionate and will take account of relevant circumstances, including costs reasonably incurred and whether the appointment can be allocated to another client. Cancellation charges will not be used as a penalty.
Where Nurse Agnes Ltd cancels an appointment and the client is not at fault, any payment made specifically for a service that has not been provided will be refunded or, with the client’s agreement, transferred to a rearranged appointment.
Nothing in this section affects the client’s statutory consumer rights.
This formulation is important because current CMA guidance says blanket non-refundable prepayments and disproportionate cancellation charges are unlikely to be fair; retained amounts should reflect the business’s genuine loss.
6. CALLOUT FEES AND PAYMENT
Where applicable, Nurse Agnes Ltd may charge a £30 booking and call out Fee for mobile visit.
The client will be informed of the fee before the booking is confirmed.
Where the fee forms part of the total treatment cost, this will be explained before payment.
The client will also be informed before payment whether any part of the fee may be retained following cancellation and in what circumstances.
Any amount retained following cancellation will be subject to applicable consumer law and will not exceed a reasonable amount reflecting the loss incurred by company.
Unless otherwise agreed in advance, payment for services is due upon completion of the service.
Accepted payment methods may include debit card, credit card , bank payment link and bank transfer.
Prices and any additional charges will be communicated clearly before treatment wherever reasonably practicable.
7. AGE AND SERVICE ELIGIBILITY
Nurse Agnes Ltd currently provides its services to persons aged 18 years and over, unless a particular service has been specifically approved for another age group and all applicable consent and safeguarding requirements have been satisfied.
This is a service eligibility policy and does not represent a statement that a person under 18 can never legally consent to healthcare.
8. BOOKINGS AND CONFIRMATIONS
Appointments may be requested by telephone, text, email or another booking method approved by Nurse Agnes Ltd.
An appointment is confirmed when Nurse Agnes Ltd has accepted the booking and any required booking arrangements have been completed.
Where a deposit or booking fee is required, the client will be informed before payment.
Confirmation of an appointment does not guarantee that a particular treatment will be clinically appropriate. Treatment remains subject to appropriate clinical assessment and valid consent.
9. CONSENT AND MENTAL CAPACITY
No care or treatment will be provided without appropriate consent.
Before treatment, clients will be given information reasonably necessary to make an informed decision. This may include the nature and purpose of the treatment, expected benefits, material or significant risks, reasonable alternatives and the consequences of declining treatment where relevant.
Information will be communicated in a way that the client can understand.
Consent is an ongoing process and may be withdrawn at any time before or during treatment.
Withdrawal of consent will not affect the client’s right to receive appropriate information or necessary advice about their ongoing care.
Where there is reason to believe that a person may lack capacity to make a particular decision, Nurse Agnes Ltd will act in accordance with the Mental Capacity Act 2005 and other applicable legal and professional requirements.
Where appropriate, reasonable steps will be taken to support the individual to make their own decision before concluding that they are unable to do so.
Current CQC Regulation 11 requires consent before care or treatment and specifically requires providers to act in accordance with the Mental Capacity Act where a person aged 16 or over lacks capacity.
10. SUSPENSION OR TERMINATION OF SERVICES
Nurse Agnes Ltd may postpone, suspend, decline or discontinue a service where there is a legitimate reason to do so.
• a significant risk to the health or safety of the client, staff or another person;
• threatening, violent, abusive or seriously inappropriate behaviour;
• the requested service being clinically inappropriate or unsafe;
• the service falling outside the practitioner’s professional competence or permitted scope;
• provision of materially inaccurate information that creates a significant clinical or safety risk;
• non-payment for services already provided;
• a serious or repeated breach of reasonable service requirements; or
• circumstances that prevent Nurse Agnes Ltd from lawfully or safely providing the service.
Where reasonably practicable and clinically appropriate, the client will be informed of the reason and given reasonable notice.
Where immediate discontinuation is necessary to protect safety or comply with professional or legal obligations, prior notice may not be possible.
Any decision will be made fairly and without unlawful discrimination.
11. PRICING AND PROMOTIONAL OFFERS
Current prices will be communicated to clients before services are provided wherever reasonably practicable.
Once a price has been agreed for a confirmed service, Nurse Agnes Ltd will not retrospectively increase that price without the client’s agreement, except where additional services are requested or an additional requirement becomes necessary and the client agrees to it.
Promotional offers and discounts may be subject to stated eligibility requirements, expiry dates and other clearly disclosed conditions.
Unless expressly stated otherwise, promotional offers cannot be combined.
12. CLINICAL INFORMATION AND MEDICAL DISCLAIMER
Nurse Agnes Ltd provides nursing, healthcare and wellness services within the professional scope of its practitioners.
Information provided through the website, social media, promotional materials or general communications is for general information and does not replace an individual clinical assessment where one is required.
Clients must provide accurate and complete information about relevant medical conditions, medication, allergies, previous treatments and other matters that may affect the safety or suitability of treatment.
Clients should inform the healthcare professional if their health, medication or circumstances change.
Nothing in this section excludes or limits Nurse Agnes Ltd’s responsibility where liability cannot lawfully be excluded.
13. DATA PROTECTION, CONFIDENTIALITY AND PRIVACY
Nurse Agnes Ltd is committed to protecting clients’ privacy, confidentiality and personal information.
Personal data will be processed in accordance with applicable UK data-protection legislation, including the UK GDPR and Data Protection Act 2018, as amended or supplemented by applicable legislation.
Health information is treated as special-category personal data and receives additional protection.
Nurse Agnes Ltd will identify an appropriate lawful basis and, where required, an appropriate special-category condition for processing health information.
Personal information may be processed for purposes including:
• providing healthcare and related services;
• maintaining accurate clinical records;
• managing appointments and payments;
• communicating with clients;
• safeguarding;
• meeting professional and regulatory obligations;
• responding to complaints or incidents; and
• complying with legal requirements.
Information will only be shared where there is an appropriate lawful basis or other legal justification for doing so.
Further information about how personal information is collected, used, stored, retained and shared, and about clients’ data-protection rights, should be provided in the Nurse Agnes Ltd Privacy Notice.
The ICO classifies health information as special-category data and requires an Article 6 lawful basis plus an applicable Article 9 condition for its processing.
14. EMERGENCY PROCEDURES
Nurse Agnes Ltd is not a substitute for an emergency medical service.
In a life-threatening emergency, clients should call 999 immediately.
If a medical emergency occurs while a healthcare professional is present, the practitioner will take reasonable and appropriate action within their professional competence, which may include providing first aid, contacting emergency services and remaining with the client where safe and appropriate until further assistance arrives.
Clients must disclose relevant medical conditions, allergies and medications that could affect treatment or emergency management.
Where clinically necessary, relevant information may be shared with emergency healthcare professionals in accordance with applicable law and professional obligations.
15. LIMITATION OF LIABILITY AND STATUTORY RIGHTS
Nothing in these Terms and Conditions excludes or restricts liability where it would be unlawful to do so.
In particular, nothing in these Terms and Conditions is intended to exclude or restrict liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.
Nothing in these Terms and Conditions removes or restricts a client’s statutory consumer rights.
Nurse Agnes Ltd will provide services with reasonable care and skill.
Where treatment carries recognised or inherent risks, these will be addressed through appropriate clinical assessment and informed-consent processes where relevant.
This replaces the previous treatment-price liability cap and broad exclusion. UK consumer guidance identifies clauses excluding responsibility for injury or unsatisfactory services as particularly problematic.
16. CLIENT RESPONSIBILITIES AND OBLIGATIONS
Clients are expected to provide information that is accurate and complete to the best of their knowledge.
Clients should disclose relevant:
• medical conditions;
• allergies;
• medications and supplements;
• previous treatments;
• pregnancy or possible pregnancy where clinically relevant;
• adverse reactions; and
• significant changes in their health.
Clients should follow reasonable aftercare and safety advice provided by the healthcare professional.
Failure to disclose information may affect the safety or effectiveness of treatment. However, this provision does not automatically remove or limit Nurse Agnes Ltd’s professional or legal responsibilities.
17. SAFEGUARDING, EQUALITY AND REASONABLE ADJUSTMENTS
Nurse Agnes Ltd is committed to treating clients with dignity, respect and fairness.
Services will not be unlawfully refused or provided less favourably because of a protected characteristic.
Nurse Agnes Ltd will consider reasonable adjustments for disabled clients in accordance with applicable equality legislation.
Clients should inform Nurse Agnes Ltd of communication, accessibility or reasonable-adjustment requirements wherever possible so that appropriate arrangements can be considered.
Any safeguarding concern will be managed in accordance with applicable safeguarding law, professional duties and Nurse Agnes Ltd safeguarding procedures.
18. WEBSITE AND INTELLECTUAL PROPERTY
Content owned by Nurse Agnes Ltd on its website and business materials, including original text, graphics, branding and other protected material, may be protected by intellectual-property law.
Such material must not be reproduced or commercially exploited without permission except where permitted by law.
The website may be updated, suspended or changed where reasonably necessary.
Nothing in this section affects clients’ statutory rights.
19. GOVERNING LAW AND JURISDICTION
These Terms and Conditions are governed by the laws of England and Wales.
Nothing in this section removes any mandatory legal right a consumer may have to bring proceedings in another court or jurisdiction where applicable law permits them to do so.
20. CHANGES TO THESE TERMS AND CONDITIONS
Nurse Agnes Ltd may update these Terms and Conditions where reasonably necessary, including to reflect changes in services, professional standards, regulatory requirements or applicable law.
Changes will not retrospectively remove rights already acquired by clients.
Where a significant change affects an existing booking or ongoing service, reasonable steps will be taken to inform affected clients where appropriate.
21. FORCE MAJEURE
Nurse Agnes Ltd will not be responsible for delay or failure to provide a service where this results from circumstances genuinely outside its reasonable control, subject to applicable consumer law.
Such circumstances may include severe weather, natural disasters, major infrastructure failures, public emergencies or other events that make provision of the service impossible or unsafe.
Where an appointment cannot proceed, Nurse Agnes Ltd will take reasonable steps to inform the client and offer an appropriate alternative, rescheduling or refund where applicable.
22. SEVERABILITY
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
23. FEEDBACK AND COMPLAINTS
Nurse Agnes Ltd welcomes feedback and takes complaints seriously.
Complaints may be made verbally or in writing.
Email: contact@nurseagnes.co.uk
Telephone: +44 7738 675354
Complaints will be acknowledged, recorded, appropriately investigated and responded to fairly and within a reasonable timeframe. Clients will not be treated unfairly or adversely because they have raised a genuine concern or complaint.
Where a complaint identifies a safety, quality or governance concern, Nurse Agnes Ltd will consider whether corrective action or service improvement is required.
Clients who remain dissatisfied will be provided with information about any appropriate external escalation route applicable to the service.
24. RIGHT TO REFUSE OR DISCONTINUE SERVICE
Nurse Agnes Ltd may refuse or discontinue a service where there is a legitimate clinical, professional, legal or safety reason.
This may include circumstances where treatment is clinically inappropriate, consent has not been obtained, essential information has not been provided, the requested treatment falls outside professional competence, staff safety is at risk or the service cannot lawfully be provided.
Services will not be refused for an unlawfully discriminatory reason.
Where reasonably practicable, the reason for refusal or discontinuation will be explained to the client.
Where clinically appropriate, information about alternative sources of assistance may be provided.
25. DUTY OF CANDOUR
Nurse Agnes Ltd is committed to being open and transparent with clients about their care and treatment.
Where an incident occurs that engages the statutory Duty of Candour, Nurse Agnes Ltd will follow the applicable legal and regulatory requirements.
This may include informing the relevant person about what has occurred, providing appropriate information and support, offering an apology where required, explaining any further enquiries or investigation and maintaining appropriate records.
Nurse Agnes Ltd will maintain a separate Duty of Candour Policy and Procedure setting out the detailed process.
26. CQC REGULATORY ALIGNMENT
Where Nurse Agnes Ltd carries on regulated activities, services will be managed with regard to applicable requirements of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, CQC requirements and other applicable healthcare legislation and professional standards.
This document should be read alongside Nurse Agnes Ltd’s relevant clinical and governance policies, including policies relating to:
• consent and mental capacity;
• safeguarding;
• medicines management;
• infection prevention and control;
• clinical risk and patient safety;
• emergency procedures;
• complaints;
• Duty of Candour;
• data protection and confidentiality;
• equality and reasonable adjustments;
• incident reporting;
• staff competency, training and professional registration; and
• business continuity.
Compliance depends not only on written policies but also on those policies being implemented effectively in practice.
