Terms and Conditions

Operator: Instant GP Limited (trading as Mend Clinic), Company No. 15894238, registered in England and Wales
Regulated by: the Care Quality Commission (CQC)
Registered office: 30 Stratford Road, Wolverton, Milton Keynes, MK12 5LW

1. Definitions

In these Terms:

• “We”, “us”, “our”, “the Clinic”, “Mend” means Instant GP Limited trading as Mend Clinic.
• “You”, “the Patient” means the individual booking or receiving any Service.
• “Service” or “Services” means any clinical or non-clinical service provided by the Clinic, including but not limited to Initial Consultations, Follow-up Consultations, Programmes, Membership, the Opinion Service, prescribing, and supply of medications and supplements.
• “Treating Clinician” means the Patient's responsible doctor or healthcare provider outside of the Clinic, typically a GP or specialist with whom the Patient has an ongoing care relationship.
• “Submission” means, in respect of the Opinion Service, the completed intake form together with all medical records, investigation results, prior clinician correspondence, and other information the Patient uploads to the Mend platform or otherwise provides for review.
• “Working Days” means Monday to Friday excluding English public holidays.

2. Introduction and Acceptance

These Terms govern all use of Mend Clinic's Services. By booking, paying for, subscribing to, or otherwise engaging any Service, you confirm that you have read, understood, and agreed to these Terms in full. If you do not agree to these Terms, you must not use the Services.

The Clinic operates under the registration of Instant GP Limited with the CQC and is subject to the standards required by the CQC, the General Medical Council (GMC), the General Pharmaceutical Council (GPhC) where relevant, and the Medicines and Healthcare products Regulatory Agency (MHRA). All clinicians are individually registered with their relevant UK professional bodies.

3. Nature of the Service

Mend Clinic is a specialist private chronic illness service. We provide medical consultations, functional assessments, structured management of complex chronic conditions (including mast cell activation syndrome, postural orthostatic tachycardia syndrome, hypermobile Ehlers-Danlos syndrome, Long Covid, dysautonomia, fibromyalgia, and related conditions), review of previous investigations, prescribing of licensed and (where clinically appropriate) unlicensed or off-label medications, supply of compounded medications via partner pharmacies, lifestyle and nutritional guidance, nervous system regulation support, and personalised health plans.

The Clinic does not provide emergency care. If you require urgent or emergency medical attention, you must contact 999, attend an Accident and Emergency department, or contact NHS 111. The Clinic cannot respond to acute or emergency presentations through any of its communication channels.

The Clinic does not replace your GP or any treating specialist. You must maintain registration with an NHS GP (if resident in the UK) or with an equivalent local primary care provider (if resident elsewhere). Continuity of care, including responsibility for acute issues and unrelated medical conditions, rests with your Treating Clinician.

4. Eligibility

To use the Services you must:

• Be aged 18 or over.
• Be ordinarily resident in a jurisdiction in which we are legally permitted to provide the relevant Service. For Services involving direct clinical care or prescribing, you must ordinarily reside in the United Kingdom. The Opinion Service is available internationally subject to clause 11.
• Have capacity to consent to medical treatment.
• Provide accurate, complete, and up-to-date information regarding your medical history, medications, allergies, and other clinical circumstances. Failure to do so may compromise the safety and effectiveness of the Service and may invalidate your right to refund.
• Have, or be willing to engage, an NHS GP or equivalent local primary care provider.

We may decline to accept any Patient where, in our reasonable clinical judgement, the Patient's needs fall outside the scope or competence of the Clinic.

5. Services Offered

5.1 Initial Consultation

A new patient appointment with a Mend clinician, conducted remotely by secure video unless explicitly agreed otherwise. The Initial Consultation includes a detailed clinical history, review of provided records, formulation of a working impression, and a written summary letter issued within 7 Working Days. Any prescription arising from the Initial Consultation is issued at the clinician's discretion and subject to clause 10.

5.2 Follow-up Consultations

Subsequent appointments with a Mend clinician to review progress, adjust management, or address new clinical issues within the scope of the Clinic. Follow-up Consultations are charged per session unless covered by an active Membership or Programme.

5.3 Programmes

Defined, fixed-term clinical programmes (such as the 8-week Premium Programme or other structured pathways) that bundle a defined number of consultations, written deliverables, and clinical support over a defined period. The specific inclusions of each Programme are set out at the point of purchase and form part of these Terms.

5.4 Membership

A recurring monthly subscription providing ongoing structured access to the Clinic between Consultations. Full Membership terms are set out in clause 12.

5.5 Opinion Service (Advice and Guidance)

A remote, asynchronous, document-based specialist opinion service. There is no consultation. Full Opinion Service terms are set out in clause 11.

5.6 Prescribing and Supply of Medications

Where clinically appropriate, the Clinic may issue prescriptions for licensed medications and, in defined circumstances, unlicensed or off-label medications including but not limited to low-dose naltrexone, ketotifen, sodium cromoglicate, and other compounded preparations. Prescriptions are dispensed by independent partner pharmacies including Roseway Labs. Full prescribing terms are set out in clause 10.

5.7 Supplements and Related Products

The Clinic may recommend or supply nutritional supplements and related products (including the Mend Calm range). Such products are food supplements and are not medicines. They are not a substitute for medical treatment and are sold subject to their own product terms, which are available at the point of purchase.

6. Booking and Payment

All Services are booked through our online booking system or, where applicable, by direct arrangement with our administrative team. Payment is required in full at the point of booking unless an alternative arrangement has been agreed in writing. Appointments and Services are confirmed only once payment has cleared.

Prices for all Services are as published at the point of booking. We reserve the right to amend prices at any time, but changes will not affect Services already booked and paid for.

7. Cancellation and Refunds (Consultations and Programmes)

7.1 Payment in full, or a 50% non-refundable deposit where offered, secures the booking.

7.2 Patient cancellations:

• More than 48 hours' notice: full refund less a £20 administration and card processing fee.
• 24 to 48 hours' notice: 50% cancellation fee; remainder refunded or credited less a £20 administration and card processing fee.
• Less than 24 hours' notice, or non-attendance: 100% fee retained; no refund.

Notice must be provided by email to info@instantgp.co.uk. Notice given by any other channel will not be accepted.

7.3 Late arrivals: the session will still end at the scheduled time. Arrival more than 15 minutes after the scheduled start will be treated as a non-attendance and the full fee will be retained.

7.4 Once a Service has been delivered, including but not limited to a Consultation taking place, a written deliverable being issued, or a prescription being issued, no refund will be available.

7.5 Programmes: if a Patient withdraws from a Programme partway through, sessions already used will be deducted at the full single-session list price and the remainder refunded (less applicable administration fees). Written deliverables already produced are non-refundable.

7.6 Clinic cancellations: if we cancel an appointment, you will be offered either priority rebooking at no additional cost or a full refund of the affected Service. We are not liable for any consequential losses including travel or accommodation costs.

7.7 Compassionate discretion: the Clinic Manager retains discretion to waive cancellation fees in cases of genuine and evidenced medical emergency or bereavement, on a case-by-case basis. The exercise of such discretion is at our sole discretion and does not create any general entitlement.

7.8 Approved refunds are processed within 28 Working Days to the original method of payment.

7.9 Opinion Service cancellations and refunds are governed by clause 11.8 and not by clauses 7.1 to 7.8.

8. Clinical Scope and Limitations

8.1 The Clinic specialises in complex chronic illness, with particular focus on the conditions listed in clause 3. We do not provide:

• Emergency or urgent care.
• Acute mental health crisis support. If you are in crisis, contact 999, attend A&E, or contact the Samaritans on 116 123.
• Treatment of conditions outside our defined scope (such as oncology, surgical care, obstetric care, or paediatric care).
• Diagnosis or treatment of conditions that, in our reasonable clinical judgement, are more appropriately managed within NHS secondary or tertiary care.
• Independent psychiatric assessment, controlled drug prescribing for chronic pain (other than where specifically clinically indicated and agreed), or assessment for benefits, employment, or legal purposes (medico-legal reporting is available only by separate agreement and is not covered by these Terms).

8.2 We make no warranty or guarantee of clinical outcome. We cannot guarantee a specific diagnosis, the resolution of symptoms, the reduction or withdrawal of any medication, or cure. We undertake to provide care to the standard expected of a competent specialist private clinician acting in your best clinical interests.

8.3 Where investigations or interventions fall outside our scope or competence, we will refer or signpost you to a more appropriate provider. The cost of any externally provided care is not included in our fees.

9. Out of Scope Issues and Safeguarding

9.1 Issues outside our remit: if you raise an issue during a Consultation or via any communication channel that is outside the Clinic's clinical scope, we will direct you to the appropriate provider (typically your Treating Clinician or NHS 111).

9.2 Mental health and safeguarding: the Clinic is not a crisis or mental health service. Where we identify a safeguarding concern, a risk to life, or a risk to a vulnerable adult or child, we may be required to share information with relevant authorities in accordance with our safeguarding policy and applicable law, including without your express consent where legally permissible.

9.3 Vulnerable adults: if you require additional support to engage with the Service, we ask that you inform us in advance so that reasonable adjustments can be made.

10. Prescribing Policy

10.1 Prescribing decisions are made by GMC-registered prescribers acting within their scope of practice and in accordance with GMC Good Practice in Prescribing and Managing Medicines and Devices guidance.

10.2 The Clinic prescribes licensed medications in the usual way. The Clinic also prescribes unlicensed and off-label medications, including low-dose naltrexone, ketotifen, sodium cromoglicate, and other compounded preparations, where there is a recognised clinical rationale. Where an unlicensed or off-label medication is prescribed, you will be informed of its status, the rationale, alternative options, and the limitations of the available evidence, and will be asked to provide informed consent.

10.3 Prescriptions are issued at the prescriber's clinical discretion. The Clinic does not guarantee that a prescription will be issued at any given Consultation. The Clinic does not issue prescriptions on demand and may decline to prescribe where it is clinically inappropriate, unsafe, or outside our scope.

10.4 Controlled drugs: the Clinic does not routinely prescribe Schedule 2 or 3 controlled drugs. Any such prescribing, where considered, is subject to additional safeguards and may require additional documentation.

10.5 Prescriptions are dispensed by independent partner pharmacies (including Roseway Labs). The dispensing pharmacy is responsible for the supply, labelling, and delivery of the medication. The Clinic is not liable for delays, errors, or issues caused by the pharmacy or the delivery provider, although we will assist in resolving any such issues where reasonably possible.

10.6 Continuation of prescribing is subject to satisfactory clinical review. Members under clause 12 should note that Membership does not guarantee continuation of any prescription, and that prescription continuation is contingent on clinical safety, adherence to monitoring, and ongoing clinical appropriateness.

10.7 Patients are responsible for informing their NHS GP of any medication prescribed by the Clinic. We strongly recommend that you share the post-Consultation letter with your GP. The Clinic accepts no responsibility for clinical issues arising from the Patient's failure to inform their GP of medications prescribed by the Clinic.

10.8 The Opinion Service does not include prescribing under any circumstances.

11. Opinion Service (Advice and Guidance)

The Opinion Service is a remote, asynchronous, document-based specialist opinion service. It is fundamentally different from clinical care and the following terms apply in addition to the general Terms above.

11.1 Nature of the Opinion Service. The Opinion Service consists of:

• The Patient making a Submission via the Mend platform or designated secure channel. The Submission comprises a structured intake form together with all medical records, investigation results, prior clinician correspondence, imaging reports, and other information requested by the Clinic.
• Asynchronous review of the Submission by a Mend specialist clinician.
• A detailed written specialist opinion, issued within 10 to 15 Working Days of receipt of a complete Submission, addressed to the Patient and suitable for sharing with the Patient's Treating Clinician.

There is no consultation, telephone call, video call, examination, or other live interaction with the clinician as part of the Opinion Service. The written opinion is based entirely on the contents of the Submission.

11.2 Completeness and accuracy of the Submission. The accuracy and usefulness of the opinion depend entirely on the completeness and accuracy of the Submission. The Patient is responsible for uploading all relevant medical history, current medications, allergies, investigation results, imaging, and previous clinician correspondence. The Clinic may request additional information before completing the opinion. The review window stated in clause 11.1 begins only once the Clinic confirms that all reasonably required information has been received.

11.3 What the Opinion Service does not include:

• Any live consultation, examination, interview, telephone call, or video call.
• Prescribing of any kind.
• Direct treatment, intervention, or clinical management.
• Any ongoing clinical responsibility for the Patient.
• A formal diagnosis. The opinion sets out a clinical impression and recommendations for the consideration of the Treating Clinician. The Treating Clinician is responsible for any decision to act on, modify, or disregard the recommendations.
• Communication or correspondence with the Patient's Treating Clinician on the Patient's behalf. The Patient is solely responsible for sharing the opinion with their Treating Clinician.
• Investigations, referrals, or onward management of any kind.
• Any further clinical interaction once the opinion has been issued. Any subsequent advice requires a new Opinion Service to be booked.

11.4 International Patients. The Opinion Service is available to Patients resident outside the United Kingdom on the express understanding that:

• The reviewing clinician is GMC-registered in the United Kingdom and is not licensed or registered in the Patient's jurisdiction of residence.
• The Opinion Service is provided as advice and guidance to the Patient and their Treating Clinician, who retains full clinical responsibility for the Patient's care.
• Mend does not provide and cannot provide direct medical care, treatment, or prescribing to international Patients.
• The Patient is responsible for ensuring that obtaining a UK-based specialist opinion is permissible under the laws of their jurisdiction of residence.

11.5 No emergency or urgent use. The Opinion Service is not appropriate for emergency, urgent, or acute clinical issues. The asynchronous nature of the Service and the document-based model mean that it is fundamentally unsuited to acute care. If the Patient develops urgent or worsening symptoms at any point before, during, or after the Opinion Service, they must contact their Treating Clinician, NHS 111 (in the UK), or their local emergency services.

11.6 Information accuracy and liability. The Clinic accepts no liability for an opinion that is incorrect, incomplete, or unsuitable as a result of inaccurate, incomplete, or misleading information provided by the Patient, or as a result of relevant information being withheld from the Submission, whether deliberately or otherwise.

11.7 Further opinions. Once the written opinion has been issued, the engagement is closed. If the Patient wishes to obtain a further opinion at a later date (for example, after new investigations or a change in clinical picture), a new Opinion Service may be booked at the Clinic's then-current rate.

11.8 Fees, cancellation, and refunds for the Opinion Service.

• The Opinion Service fee is payable in full at booking.
• The Patient may cancel the Opinion Service and receive a full refund, less a £20 administration and card processing fee, at any time before any Submission has been uploaded to the platform.
• Once a Submission has been uploaded and clinical review has commenced, the fee is non-refundable.
• The fee is non-refundable in any event once the written opinion has been issued.
• If the Patient fails to complete the Submission within 90 days of booking, the booking will lapse and the fee will be forfeit.

12. Membership

Membership is a recurring monthly subscription providing structured ongoing access to the Clinic between Consultations.

12.1 What Membership includes (as applicable to the tier purchased):

• Secure asynchronous messaging with the clinical team within defined response times.
• Continuation of established prescriptions, subject to clinical review under clause 10.6.
• A defined allowance of administrative and clinical interactions per month, as set out at the point of purchase.
• Access to the Clinic's digital platform and Member resources.
• Other inclusions as set out at the point of purchase.

12.2 What Membership does not include:

• Initial Consultations or full Follow-up Consultations (these are booked separately).
• Acute, urgent, or emergency care.
• New clinical issues that are not within the existing scope of the Patient's care under Mend, which require a Follow-up Consultation.
• Unlimited messaging. Excessive use, defined at the Clinic's reasonable discretion, may be subject to additional charges or may require a Follow-up Consultation.
• Investigations, third-party services, or specialist referrals (these are charged separately).
• Direct clinical advice via social media, personal email, or any channel other than the designated secure platform.

12.3 Response times. The clinical team aims to respond to non-urgent messages within 3 Working Days. Responses are not provided on weekends or English public holidays. The Membership is not a means of obtaining acute or urgent clinical advice; for any acute, urgent, or emergency issue you must contact your Treating Clinician, NHS 111, or 999.

12.4 Billing and renewal. Membership is billed monthly in advance. By subscribing you authorise the Clinic to take recurring payments on the agreed billing date. Membership renews automatically each month until cancelled.

12.5 Cancellation. You may cancel your Membership at any time by giving at least 14 days' written notice to info@instantgp.co.uk before your next billing date. Cancellation will take effect at the end of the then-current billing month. No refunds are issued for partial months.

12.6 Pause. You may request to pause your Membership for up to 3 months in any 12-month period, subject to the Clinic's discretion. Paused Members do not have access to Member benefits during the pause period.

12.7 Termination by the Clinic. The Clinic may terminate a Membership in accordance with clause 16.

12.8 No transfer. Membership is personal to the named Patient and is not transferable.

13. Communication

13.1 The Clinic communicates with Patients via secure messaging on the Mend platform, email, SMS, online forms, and voice notes within the platform.

13.2 Clinical advice is not provided through social media (including but not limited to Instagram, TikTok, Facebook, and personal email accounts of clinicians or staff). Any communication on these channels is not part of the Service, will not be treated as a clinical consultation, and creates no clinician–patient duty.

13.3 We may record consultations for clinical, training, and quality assurance purposes. Where recording occurs you will be informed at the time and your consent obtained.

13.4 You are responsible for ensuring that the contact details you provide are accurate and current and that the channels you use for communication are secure and private.

14. Patient Responsibilities

You agree to:

• Provide accurate, complete, and up-to-date clinical and contact information.
• Follow clinical advice given to you, or discuss any disagreement with the clinical team before deviating from it.
• Inform the Clinic promptly of any change in your medical condition, medications, or circumstances relevant to your care.
• Inform your NHS GP or Treating Clinician of any prescriptions, interventions, or advice provided by the Clinic.
• Attend Consultations punctually.
• Treat all Mend staff with respect. Abusive, threatening, or discriminatory behaviour will result in termination of Services in accordance with clause 16.
• Use the Services lawfully and in good faith.
• Not record any Consultation without prior written agreement from the Clinic.
• Not share clinical content, written deliverables, or proprietary materials produced by the Clinic with third parties for commercial purposes.

15. Complaints

15.1 The Clinic is committed to delivering a high-quality service. If you are dissatisfied with any aspect of your care or experience, please raise this with us in writing at info@instantgp.co.uk.

15.2 Stage 1 (Local Resolution): we will acknowledge your complaint within 3 Working Days and aim to provide a substantive written response within 20 Working Days.

15.3 Stage 2 (Senior Review): if you remain dissatisfied, you may request a review by a senior clinician or director.

15.4 Stage 3 (Independent Adjudication): if you remain dissatisfied at the conclusion of Stages 1 and 2, you may refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS), of which we are a subscriber. Details will be provided on request and at the conclusion of Stage 2.

15.5 You may also raise concerns with the CQC at any time. Information about how to do this is available at www.cqc.org.uk.

15.6 The Clinic's right to recover fees or to enforce these Terms is not affected by the existence of a complaint.

16. Termination of Services

16.1 The Clinic may terminate, suspend, or decline to continue the provision of any Service where:

• The Patient's behaviour is abusive, threatening, harassing, or discriminatory toward staff.
• The Patient has provided inaccurate, incomplete, or misleading information that materially affects clinical decision-making.
• The Patient repeatedly fails to attend booked Consultations or repeatedly cancels at short notice.
• The Patient's needs fall outside the Clinic's clinical scope or competence.
• It is unsafe or inappropriate for the Clinic to continue to provide care.
• The Patient is in arrears of payment.
• Continuing the Service would place the Clinic in breach of professional, regulatory, or legal duties.

16.2 Where termination occurs, the Clinic will provide a reasonable written explanation, will signpost the Patient to alternative providers where appropriate, and will (where clinically necessary) provide a short bridging arrangement to ensure safe transfer of care.

16.3 Refunds in the event of termination are at the Clinic's reasonable discretion having regard to the circumstances and to the Services delivered up to the point of termination.

17. Data Protection and Confidentiality

17.1 The Clinic processes personal data in compliance with the UK GDPR, the Data Protection Act 2018, the common law duty of confidentiality, and CQC requirements.

17.2 The full basis on which we process your data, including lawful basis, retention periods, your rights, and our Data Protection Officer details, is set out in our Privacy Policy, which forms part of these Terms.

17.3 You acknowledge that, in the course of providing the Services, we may need to share relevant clinical information with partner pharmacies, laboratories, and third-party service providers under appropriate data-sharing agreements. We will not share your data with third parties for marketing purposes without your explicit consent.

18. Liability

18.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded under English law.

18.2 Subject to clause 18.1, our total liability to you under or in connection with any Service shall not exceed the total fees paid by you to the Clinic in respect of the relevant Service in the 12 months preceding the event giving rise to the claim.

18.3 Subject to clause 18.1, we shall not be liable to you for any indirect, consequential, or special losses, loss of profit, loss of business, loss of opportunity, loss of anticipated savings, or loss of goodwill.

18.4 All medical treatment carries inherent risks. You acknowledge that the Clinic cannot eliminate clinical risk and that you accept such inherent risk in engaging the Services.

18.5 The Clinic holds appropriate professional indemnity insurance in accordance with regulatory requirements.

19. Intellectual Property

19.1 All written deliverables, letters, plans, content, materials, and platform features produced by or made available through the Clinic are the intellectual property of Instant GP Limited (or its licensors), save for the Patient's personal clinical data which is owned by the Patient.

19.2 You may use materials produced for you for your own personal medical use and may share them with your Treating Clinician. You may not reproduce, redistribute, publish, or use any such materials for commercial purposes without our written consent.

20. Third-Party Services

The Clinic may from time to time make available, or recommend, products or services provided by third parties (including but not limited to pharmacies, laboratories, supplement suppliers, and device manufacturers). The Clinic is not responsible for the acts, omissions, products, or services of such third parties, save where they act as our agent or sub-processor under a direct contractual arrangement with us.

21. Force Majeure

The Clinic shall not be liable for any failure or delay in performance arising from events beyond our reasonable control, including but not limited to acts of God, pandemic, war, terrorism, civil unrest, governmental action, failures of public utilities or telecommunications, and cyber attack. Where such an event prevents the delivery of a Service for an extended period, the Clinic will offer alternative arrangements or a proportionate refund.

22. Changes to These Terms

We may update these Terms from time to time. The version in force at the time of your booking applies to that booking. For Memberships and other recurring Services, we will give you at least 30 days' written notice of any material change. Continued use of the Services after the change takes effect constitutes acceptance of the revised Terms.

23. Severability

If any provision of these Terms is held to be invalid, unenforceable, or unlawful by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

24. Entire Agreement

These Terms, together with our Privacy Policy and any specific Service terms identified at the point of booking, constitute the entire agreement between you and the Clinic in respect of the Services.

25. Governing Law and Jurisdiction

These Terms and any dispute arising out of or in connection with them shall be governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, save that the Clinic reserves the right to bring proceedings in any other jurisdiction in which the Patient is resident or domiciled.

26. Contact

Instant GP Limited (trading as Mend Clinic)
30 Stratford Road, Wolverton, Milton Keynes, MK12 5LW
Email: info@instantgp.co.uk