Our agreement with you

1. Who we are

Serene Health Partners Ltd is a company registered in England and Wales (Company No. 16288055), We are registered with and regulated by the Care Quality Commission. Our clinicians are registered with their relevant professional bodies — the General Medical Council for doctors, and the Health and Care Professions Council for psychologists and physiotherapists.

2. Our services

We provide private GP consultations, menopause care, weight management, physiotherapy, psychiatric assessment and treatment, and psychological assessment and therapy. Most services are delivered online by secure video; some, such as cognitive testing, must take place in person.

We provide our services with reasonable care and skill. However, no clinician can guarantee a particular diagnosis, treatment outcome or recovery. Nothing on our website should be taken as a promise of a specific result.

3. We are not an emergency service

We do not provide urgent or emergency care, and we cannot monitor your health between appointments. If you have a medical emergency, call 999. For urgent advice, contact NHS 111. If you are in mental health crisis or having thoughts of harming yourself, call 999, go to your nearest A&E, or contact the Samaritans free on 116 123.

4. Booking and eligibility

• You must be aged 18 or over to book on your own behalf. Appointments for children and young people must be booked and consented to by a person with parental responsibility, who must attend where required
• You must be physically located in the United Kingdom at the time of your consultation
• You must give us accurate and complete information about your health, your medication and your medical history
• We may decline to accept you as a patient, or to continue treating you, where we believe we cannot safely or appropriately meet your needs

Giving inaccurate or incomplete information may make treatment unsafe. Where information is withheld, we may be unable to prescribe or continue treatment, and no refund will be due.

5. Fees and payment

• Fees are shown on the relevant service page and are payable in full at the time of booking
• Consultation fees do not include the cost of medication, dispensing or delivery, which are charged separately
• Medication prices, particularly for GLP-1 treatments, can vary with market conditions. The price confirmed at your consultation applies
• Assessment fees include the assessment sessions, scoring, clinical formulation, the written report and a feedback session, unless stated otherwise
• Psychological and neurodevelopmental assessments require a pre-assessment screening, charged at £185. Screening is not a consultation: on payment you are sent written screening questionnaires, which are reviewed by our psychologist, and the outcome is sent to your registered email address. This fee is non-refundable, as it pays for the psychologist's review of your information and the written opinion provided. Where screening advises proceeding and you go on to book the full assessment, the £185 is deducted from that assessment fee. Where screening advises that a full assessment is not in your best interests, you receive a professional letter explaining the reasoning, and no refund is due
• Additional reports, letters or documents requested after your assessment may be charged separately

Payments are processed securely by our payment provider. We do not store your card details.

6. Cancellations, rescheduling and missed appointments

• You may cancel or reschedule at least 48 hours before your appointment for a full refund or a free transfer to another time
• Cancellations with less than 48 hours' notice, and appointments you do not attend, are charged in full
• If you join more than 10 minutes late we may not be able to proceed, and the appointment may be treated as missed
• If we need to cancel or reschedule, we will offer you an alternative appointment or a full refund

We understand that emergencies happen. If something unavoidable prevents you attending, please tell us as soon as you can and we will consider the circumstances fairly.

7. Your right to cancel (distance selling)

Because you are booking online, you normally have 14 days to change your mind under consumer law. However, if you ask us to begin providing the service within that period — for example by attending an appointment — you lose that right once the service has been fully performed. Where a service has been partly provided, we may charge a proportionate amount for what has already been delivered. Medication that has been dispensed to you cannot be returned or refunded for reasons of patient safety.

8. Prescribing

• Prescribing is always at the clinical discretion of the treating clinician. Paying for a consultation does not entitle you to a prescription
• We will not prescribe where we consider it clinically inappropriate or unsafe, and no refund of the consultation fee is due in those circumstances
• We may need to see prior records, test results or confirmation from your GP before prescribing certain medications
• Some medications require ongoing monitoring, blood tests or review as a condition of continued prescribing
• Controlled drugs are subject to strict legal requirements and additional restrictions

Medication prescribed by us is dispensed by our partner pharmacy, which is separately registered with the General Pharmaceutical Council and has its own terms covering dispensing and delivery.

9. Your GP and continuity of care

Good care depends on clinicians knowing what else is happening. We strongly encourage you to allow us to inform your registered GP about any diagnosis and treatment, and in some cases we may require it as a condition of prescribing. Your GP and other NHS services are not obliged to accept a private diagnosis, continue a private prescription, or enter into shared care arrangements. We cannot guarantee that they will.

10. Reports and their use

Assessment reports are independent clinical documents. They may support applications for educational support, workplace adjustments or exam access arrangements, but decisions on such applications rest with schools, local authorities, employers and other bodies. We cannot guarantee any particular outcome. If a report is required for legal or tribunal purposes, you must tell us at the enquiry stage, as this may affect the format, timescale and fee.

11. Confidentiality

Everything you tell us is confidential and handled in accordance with our Privacy Policy. We may break confidentiality without your consent only in limited circumstances — principally where there is a serious risk of harm to you or another person, where a child or vulnerable adult may be at risk, or where we are required to do so by law or a court.

12. Your responsibilities

• Provide honest, accurate and complete information
• Attend appointments in a private, quiet place with a reliable internet connection
• Take medication only as prescribed, and tell us about side effects promptly
• Do not record consultations without our written agreement
• Treat our staff and clinicians with courtesy. We may end a consultation, and decline further bookings, where behaviour is abusive or threatening

13. Technology

Online consultations depend on your internet connection and device. If a consultation cannot go ahead because of a problem at our end, we will rearrange it or refund you. If it fails because of your equipment or connection, we will try to help, but the appointment may be treated as attended.

14. Complaints

If you are unhappy with any part of our service, please tell us. Our process is set out on our feedback and complaints page. Making a complaint will never affect your care.

15. Liability

Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else which cannot lawfully be limited. Subject to that, we are not liable for losses that were not reasonably foreseeable, or for loss of income or profit. Our clinicians hold appropriate professional indemnity cover. These terms do not affect your statutory rights as a consumer.

16. Changes and governing law

We may update these terms from time to time; the version published when you book is the one that applies to that booking. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.