The terms that apply when you book an assessment with The Thistle Clinic.
The Thistle Clinic is operated by Thistle Psychiatry Ltd, a company registered in England and Wales under company number 17237978 ("we", "us", "our").
Registered office: 47 New Lakeside, Peterborough, PE7 8HU.
Clinic/contact address: 48 Papyrus Road, Peterborough, PE4 5BH.
These Terms & Conditions apply to all assessments and services booked through this website or otherwise with The Thistle Clinic.
The Thistle Clinic provides the services described on this website. The exact scope of the service offered to you, the professionals involved, the format of appointments and the applicable fee will be confirmed in writing before you book.
Information on this website is provided for general information about our services and is not a substitute for individual medical advice, diagnosis or emergency care.
We may decide, following initial review or during the course of an assessment, that a particular service is not clinically appropriate for you or that another service or provider would be more suitable. Where this happens, we will explain the position and, where appropriate, discuss possible next steps. If we are unable to provide a service that you have already paid for, we will refund the amount relating to services that have not been provided.
Appointments are booked by enquiry through this website, by phone, or by email, and are confirmed once we have agreed a date, time, and service with you in writing (by email). No GP referral is required to book. By booking an appointment, you confirm that the information you provide to us is accurate and complete to the best of your knowledge.
Fees and any mandatory charges will be confirmed in writing before you book.
Once the service, appointment date and time have been agreed, we may send you a secure payment request. Unless otherwise agreed in writing, payment must be made by the deadline stated in your booking confirmation or payment request. An appointment is confirmed once any required payment has been received, or when we confirm otherwise in writing. If payment is not received by the stated deadline, we may release the appointment after notifying you.
We will not add mandatory charges that were not disclosed before you agreed to the service. Any refund remains subject to your statutory rights and the cancellation terms below.
If you enter into a contract with us online, by telephone or by email, you may have a statutory right to cancel that contract within 14 days without giving a reason.
If you ask us to begin providing services during that 14-day period, we may charge a proportionate amount for services actually provided before you cancel. If a service is fully performed during the cancellation period following your express request and acknowledgement, your statutory right to cancel that service may end.
Nothing in these Terms limits or removes any statutory rights that apply to you.
Please give us at least 72 hours' notice if you need to cancel or reschedule an appointment.
If you cancel or reschedule 72 hours or more before the appointment, no late-cancellation charge will apply to that appointment. If you cancel or reschedule with less than 72 hours' notice, or do not attend, we may charge an amount reflecting the reasonable loss caused by the late cancellation, up to the fee allocated to the affected appointment or assessment stage.
We will take reasonable steps to reduce our loss, including offering the appointment to another patient where practicable. If our actual loss is lower, or the appointment is filled, any cancellation charge will be reduced accordingly.
For an assessment involving more than one appointment or stage, late cancellation of one appointment does not automatically make the entire remaining assessment fee payable. Charges may reflect work already completed and loss connected with the affected reserved appointment or stage.
We may reduce or waive a cancellation charge in exceptional circumstances. If The Thistle Clinic cancels an appointment, you may choose to reschedule or receive a refund for any service you have paid for but have not received. Nothing in this section affects your statutory rights.
If you arrange a service on behalf of a child, you must have appropriate authority to make the booking and provide the administrative information requested.
Clinical consent, confidentiality, capacity and information-sharing will be considered separately by the clinical team in accordance with the individual circumstances and applicable professional and legal requirements.
If you are unhappy with any aspect of our service, please contact us at info@thethistleclinic.co.uk and include "Complaint" in the subject line.
We will acknowledge your complaint within 3 working days and aim to provide a full response within 20 working days. If we need longer, we will explain why and tell you when you can expect a response.
Complaints will be considered fairly and, where practicable, reviewed by someone who was not directly involved in the matter complained about. If you remain dissatisfied, you may request an internal review by a senior person who was not involved in the original response.
Where another organisation or regulator is able to consider concerns relating to your circumstances, we will provide you with the relevant details. Raising a complaint will not adversely affect the service you receive from us.
We provide our services with reasonable care and skill.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability arising from a failure to provide services with reasonable care and skill.
We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable or that is not caused by our breach.
These Terms are governed by the law of England and Wales. Nothing in these Terms affects any mandatory consumer rights you may have under applicable law or your right to bring proceedings in any court that has jurisdiction under applicable law.
For questions about these terms: info@thethistleclinic.co.uk