Batley Pharmacy — Private Services Terms and Conditions

These terms explain how Batley Pharmacy provides private consultations, assessments and treatment, what your payments cover, and what happens if you cancel or do not attend. They apply to the service described in your booking confirmation. Your right to decide whether to have treatment remains separate from your obligation to pay a fair, agreed charge for services provided. They do not apply to NHS services, such as NHS Pharmacy First, which remain free at the point of use apart from any NHS prescription charge.

Key payment information

Our booking payment is £10 per appointment and is credited towards the consultation fee. The consultation fee pays for the agreed professional consultation and assessment, whether or not a prescription, medicine, procedure or referral is recommended. A completed consultation is not refundable merely because you change your mind or decide against treatment. If you miss an appointment, we normally retain the £10 booking payment, subject to the fair-charge rules below. Statutory cancellation rights, remedies for defective services and any other rights which cannot lawfully be excluded always take priority.

Vaccines and medicines prepared for your appointment: If, after your consent and authorisation, a vaccine or medicine has been opened, drawn up, reconstituted or otherwise prepared for you and cannot safely and lawfully be used subsequently, changing your mind does not automatically entitle you to recover the amount needed to cover that genuine, unavoidable loss. The separately disclosed charge is assessed under clause 12, in addition to any consultation fee properly earned. Booking or payment alone does not make sealed usable stock a wasted product. You can still withdraw consent to treatment at any time.

1  About us and these terms

1.1In these terms, "we", "us" and "our" mean Eightlands Limited trading as Batley Pharmacy. Our service address is 157 Upper Commercial Street, Batley, West Yorkshire, WF17 5DH. Our telephone number is 01924 442845. Our service and cancellation email is batley.pharmacy1@nhs.net. Company number: 05220860, registered in England and Wales. Registered office: 157 Upper Commercial Street, Batley, West Yorkshire, WF17 5DH.

1.2Our Superintendent Pharmacist is Mohammad Mujtaba Ahmed (GPhC registration 2044928). The pharmacy and its registered pharmacy professionals are regulated by the General Pharmaceutical Council (GPhC). You can check a registration at pharmacyregulation.org. The professional responsible for your care, their role and their registration details will be made available to you. We do not represent that these terms, a particular treatment or its advertising have been approved by the GPhC, MHRA or ASA.

1.3"Consultation" means the professional assessment and advice agreed for your appointment. "Treatment" includes an agreed procedure, administration of a product or other clinical intervention. "Product" includes a medicine, vaccine, medical device or other item supplied separately or used in treatment. "Booking payment" means the £10 advance payment towards your consultation fee.

1.4The services these terms cover are listed below. They also apply to another private service if expressly identified in your booking confirmation. They do not impose private charges on an NHS service, including NHS Pharmacy First, NHS prescription dispensing, the NHS Pharmacy Contraception Service, NHS blood pressure checks or NHS-funded vaccination.

These terms cover the following private services, where offered and clinically appropriate:

• travel health consultations and travel vaccinations (including Hajj and Umrah vaccinations and yellow fever vaccination)
• other private vaccinations, such as chickenpox, HPV, meningitis B, pneumococcal, RSV and shingles
• private seasonal flu and COVID-19 vaccination
• weight management
• ear wax checks and ear wax removal by microsuction
• consultations and treatment under patient group directions for acne, ear infections (acute otitis media and otitis externa), erectile dysfunction, unwanted facial hair, flu treatment or prevention (antivirals), haemorrhoids, hair loss, hay fever, impetigo, lower back pain, oral thrush, period delay, period pain and urinary tract infection
• dispensing of private prescriptions
• health checks, including blood pressure checks and ambulatory blood pressure monitoring
• emergency supply of a medicine you normally take, where the law allows

1.5Your contract consists of these terms, the booking confirmation, the agreed price and scope of service, and any service-specific information agreed before booking. Information about our service which the law makes binding remains binding. A treatment consent form describes clinical choices and risks; it does not waive your legal rights.

1.6We explain the important terms before you commit to payment and provide a copy you can keep. If you need these explained, an accessible format, communication support or reasonable adjustments, please tell us. We will consider your needs before deciding how the service can be delivered safely.

2  Booking and confirmation

2.1A booking is accepted when we confirm the appointment and its price and scope. A request or automated acknowledgement is not itself acceptance unless it expressly confirms the booking. We will tell you if a particular platform operates a different clearly disclosed confirmation process.

2.2Before acceptance, we identify the service, appointment date and location or consultation method, expected duration, consultation fee, booking payment, balance due and any separate charges. Where treatment cannot be priced until assessment, we explain the basis of calculation and obtain agreement to a quotation before it proceeds.

2.3Tell us about any important eligibility or access issue before booking. We may need age or identity evidence, medical information, a physical examination, tests or information from another healthcare professional. An appointment is an opportunity for assessment; it does not guarantee suitability or treatment.

2.4Our online booking system is provided for us by Charac Limited (company number 12504326), which processes booking information and payments on our behalf. Where another organisation is actually responsible for a separate clinical service, we identify that organisation, its role, applicable terms and price before you agree to that service. A platform's involvement does not remove responsibility we have for our own service or anyone acting on our behalf.

2.5Before you pay, we ask you to confirm that you have read the key payment information and these terms. Where your appointment falls within the statutory cancellation period, we also ask whether you want the service to begin within that period (clause 7.3). These confirmations are separate from clinical consent, and we record them with your booking. Your booking confirmation sets out the details in clause 2.2 and includes a copy of these terms.

2.6Reminders are a convenience. You remain responsible for attending the confirmed appointment, but a failure on our part which materially affects attendance will be taken into account when deciding whether any charge is fair.

3  Fees and what payment covers

3.1The consultation fee is stated before booking. It covers the agreed professional consultation, relevant history and assessment, clinical decision-making, advice and the associated clinical record. The scope and expected duration are stated in the booking confirmation. A consultation may conclude with advice, no treatment, referral or a recommendation to seek further investigation.

3.2The £10 booking payment is part of the consultation fee, not an additional medicine or treatment charge. For example, if the agreed consultation fee were £25, the remaining consultation balance after the booking payment would be £15. We do not charge twice for the same work or appointment loss.

3.3Paying for a consultation does not buy a prescription, a specified medicine, an injection, a guaranteed result or an entitlement to treatment. The clinician's decision depends on an appropriate assessment and your best interests. Declining to prescribe or supply, or recommending another service, can be a proper outcome of the consultation.

3.4Product, procedure, administration, test, prescription-issue, delivery and follow-up charges are separate only where they have been expressly disclosed and agreed. We identify what is included and excluded. Prices include applicable taxes and mandatory charges. We obtain express agreement before any optional extra charge.

3.5If you are quoted a combined consultation and treatment price, we identify the components before payment. We do not retrospectively describe the full treatment or product price as a consultation fee. Any deposit or prepayment towards treatment is recorded separately from the £10 booking payment.

3.6Unless your confirmation says otherwise, the consultation balance is payable at the start of the appointment and any additional treatment or product charge is payable before it is provided. Advance payment does not mean every part of the service has already been delivered or earned.

3.7We provide a receipt identifying the consultation charge, the booking payment credited and any separately agreed charge. A refund entitlement is decided under these terms and the law, regardless of how or when payment was made.

4  Consultation charges and changes of mind

4.1Once the agreed consultation has been completed with reasonable care and skill, we do not give a change-of-mind refund of the consultation fee. This applies if you decline a proposed treatment, prefer to consult another provider, decide not to obtain a prescription, or disagree with a properly reached clinical recommendation.

4.2A consultation which properly establishes that a medicine or procedure is unsuitable can be a completed consultation. However, we do not charge a full consultation fee solely for rejecting a booking at reception or carrying out a brief administrative eligibility check which does not deliver the agreed assessment.

4.3If you change your mind or withdraw consent during the appointment, tell the clinician. We will stop the assessment or treatment as soon as it is clinically safe, explain any immediate safety steps and respect your decision. You do not have to accept treatment to avoid losing your payment.

4.4If the consultation has already been completed when you decline treatment, the agreed consultation fee remains payable. If a vaccine or medicine has also been prepared with your authorisation and must be discarded, the separate product-loss provisions in clause 12 apply. We refund any remaining prepayment for unprovided treatment or products after only lawful, fair and previously disclosed deductions.

4.5If you stop the consultation before it is complete, we assess the professional work actually delivered against the agreed scope and price. Outside a statutory cooling-off cancellation, we may also account for reasonable direct loss caused by the unused appointment time, after deducting saved costs and replacement income. The total retained for the consultation and unused slot will not exceed the agreed consultation fee and will not recover the same loss twice. The full fee may be retained only where the work delivered and properly evidenced net loss justify it; it is not automatically earned when you enter the room.

4.6If a statutory cooling-off cancellation applies, clause 7 takes priority. We will not add a lost-slot charge to the statutory proportionate service charge. If we fail to deliver the agreed service, act without appropriate care and skill, or materially misdescribe the service, clause 14 applies.

4.7Tell us promptly if you become unwell, feel unable to proceed or have an emergency. We will consider safety, accessibility needs and exceptional circumstances when applying the policy. A financial decision will not delay urgent clinical advice or necessary immediate safety action.

5  Cancellation and rescheduling before attendance

5.1Contact us by telephone, the monitored email in clause 1.1 or the cancellation link in your booking confirmation. Give your name, appointment details and whether you wish to cancel or reschedule. Cancellation takes effect when your notice reaches us; you do not need our subsequent approval for notice to be valid. Keep evidence of the notice if possible.

5.2If you cancel at least 48 hours before the appointment starts, we refund the £10 booking payment and advance payments for services or products not provided, subject to any separately authorised and lawful patient-specific product loss under clause 12. We do not open or prepare routine vaccines in anticipation of attendance. If you request rescheduling instead, we transfer the booking payment to a mutually agreed appointment, without a rescheduling fee.

5.3If you cancel less than 48 hours before the appointment, we normally retain the £10 booking payment as a cancellation charge, subject to clause 6. The remaining advance consultation payment, if any, is refunded. We do not automatically charge the full consultation fee for a cancelled appointment at which no consultation took place. A separately authorised patient-specific product loss is assessed under clause 12 and is not included in, or recovered twice through, the £10 charge.

5.4Rescheduling within 48 hours is treated as cancellation of the original slot for the purposes of the £10 charge, unless we agree to transfer or waive it. A new appointment normally requires a new £10 booking payment. We explain the position before accepting the new booking.

5.5An appointment booked less than 48 hours before its start is within the late-cancellation window. We disclose this before payment. Statutory cooling-off rights still take priority, including where the appointment is booked at short notice.

5.6Any separately authorised advance clinical assessment or patient-specific preparation is identified and priced before it begins. We do not begin chargeable clinical work merely because a booking request has been received. Its cancellation treatment must be disclosed in the confirmation and satisfy clauses 6 and 7.

6  Missed appointments and fair cancellation charges

6.1If you do not attend and have not cancelled, we normally retain the £10 booking payment for the missed appointment. No consultation fee is described as payment for a consultation which did not occur. For a missed appointment alone, our charge is capped at the £10 booking payment. This limit does not cover a separately authorised and lawful patient-specific product loss under clause 12. Merely ordering ordinary reusable stock for the appointment does not justify such a loss charge.

6.2A late-cancellation or missed-appointment charge must reflect a reasonable amount of direct net loss caused by that cancellation or non-attendance. We consider the reserved professional time, reasonable attributable costs, costs saved, and income received from filling the slot. We take reasonable steps to reduce our loss where practical.

6.3If that net loss is less than £10, we retain only the lower amount and refund the difference. If the slot is filled without a remaining net loss, we refund the booking payment. On request, we explain the basis for the amount retained. We do not use the booking payment as a penalty or retain more simply because a term describes it as non-refundable.

6.4Please arrive on time. If you are late, we assess whether there is enough time to provide safe care. We may offer a shorter consultation if it can still meet your needs and you agree, or arrange another appointment. A shortened consultation is charged fairly for the service agreed and delivered. Where lateness makes the appointment unusable, the missed-appointment rules may apply, with allowance for our own delays or failures and relevant exceptional circumstances.

6.5We consider serious illness, emergencies, bereavement and reasonable adjustments when deciding whether to waive or reduce a charge. Contact us as soon as you reasonably can. Any information requested to assess an exception will be limited to what is reasonably necessary.

7  Bookings made online, by phone or away from the premises

7.1Where your consultation or other service contract qualifies as a distance or off-premises contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days after the day the contract is made to cancel without giving a reason. Booking online for a consultation which later takes place in person can still be a distance contract.

7.2A clear statement by email, telephone or another permitted booking channel is sufficient. If required cancellation information has not been provided, the statutory period may be extended. We do not shorten a statutory period through these terms.

7.3If you want the service to start within that cancellation period, we obtain your express request before starting. This request covers the clearly described service or agreed advance assessment. For an off-premises contract, the request is recorded on paper or another durable medium. We separately obtain your acknowledgement that the statutory cancellation right ends when the service has been fully performed.

7.4If you cancel within the statutory period before performance begins, we refund your consultation prepayment and the £10 booking payment. The late-cancellation and missed-appointment policy does not override a valid statutory cancellation.

7.5If you validly cancel within the statutory period after requesting early performance, any charge is limited to the lawful proportion of the service actually supplied up to cancellation, assessed against the full agreed service. Where the law prevents a charge because the required request or information was missing, we make no such charge. We do not treat merely holding the appointment open as proof that the clinical consultation has been performed.

7.6Where the service has been fully performed following the necessary express request and acknowledgement, the statutory cooling-off cancellation right for that service ends. Rights arising from defective performance remain.

7.7The Regulations contain particular exclusions, including for supply of medicinal products by administration by a prescriber or under a prescription or prescriber's directions. Those exclusions do not automatically remove cancellation rights for a separately charged consultation or every private pharmacy service. We explain any applicable exclusion for the particular contract before you agree, rather than treating all healthcare as exempt.

7.8There is generally no statutory change-of-mind cooling-off period merely because a contract is made on our premises. Our contractual cancellation policy and your other statutory rights still apply.

8  If we cancel or cannot provide the service

8.1If we cancel before providing the consultation, we offer you the choice of a suitable alternative appointment or a full refund of the consultation prepayment, including the £10 booking payment. We do not compel you to accept a credit or rebooking.

8.2If we cannot provide the agreed service because of staff absence, equipment failure, stock issues, our error or another operational problem, we explain the options. We refund charges for any part not provided. We do not convert a failed treatment appointment into a full paid consultation retrospectively.

8.3If a proper consultation establishes clinical unsuitability, clause 4 applies to the consultation fee. If we should reasonably have identified a known exclusion before accepting payment, or the appointment is rejected without the agreed consultation, we assess whether a refund is due instead of automatically retaining the fee.

8.4Events outside our reasonable control may require changes, but do not entitle us to keep payment for unprovided services contrary to the law. Any other rights you have arising from cancellation or breach are preserved.

9  Assessment, prescribing and supply

9.1Our professionals act within their competence and the applicable legal, professional and clinical requirements. They may request further information, examine you, arrange tests, refer you, postpone a decision or decline treatment where this is appropriate. Commercial fees do not determine clinical decisions.

9.2Give us accurate and complete information about your symptoms, diagnoses, medicines, supplements, allergies, pregnancy or breastfeeding status, previous procedures and other matters relevant to the assessment. Tell us about changes before treatment and during ongoing care. We explain what information is needed and why. Your obligations do not remove our duty to make appropriate enquiries and use clinical judgement.

9.3You must not obtain treatment for another person through a consultation in your name, share prescribed medicines, conceal concurrent treatment or use multiple providers to avoid safety checks. If there is a concern, we may pause supply and explain appropriate next steps. Any fee retained remains subject to the fair-charge and statutory-rights provisions.

9.4Where relevant, we discuss obtaining information from and sharing a clinical summary with your GP or another professional. We explain what is proposed, the confidentiality arrangements and any safety implications of refusing relevant information sharing. If safe care cannot be provided, we may decline or pause treatment and explain alternatives. Information may be disclosed without consent only where legally permitted or required.

9.5A private prescription is issued only where lawful and clinically appropriate. We explain any separately agreed prescription charge and practical arrangements if you wish to use another pharmacy. An NHS prescription, NHS reimbursement or acceptance of our recommendation by your NHS provider is not guaranteed.

9.6If an off-label use or unlicensed medicine is clinically proposed, the clinician explains the relevant status, reasons, alternatives and material risks as part of informed consent. These terms do not grant advance blanket consent for such use.

9.7Repeat supply requires appropriate review and monitoring. We can postpone or decline a repeat where the necessary assessment, records or tests are absent, with advice about safe continuity of care. A previous prescription or supply does not guarantee another.

9.8Where we dispense a private prescription written by another prescriber, we carry out the professional checks required before supply. We may contact the prescriber, decline to supply or delay supply where those checks raise a concern. The price for dispensing a private prescription is confirmed before supply.

10  Consent, privacy and safe appointments

10.1Before an examination or treatment, we explain its purpose, relevant risks, likely benefits, alternatives, uncertainties and cost in a way you can understand. You can ask questions and take time to decide. We obtain appropriate consent and assess capacity where needed.

10.2Accepting these terms or paying a fee is not clinical consent. You may refuse an examination, medicine, test, photograph or procedure, or withdraw consent. We explain any effect on whether a safe service can be provided and apply the payment rules fairly.

10.3For children receiving eligible services, we assess consent, capacity, parental responsibility and safeguarding requirements. Someone paying for an appointment does not automatically acquire authority to consent or access another person's records.

10.4We provide an appropriate private setting and use suitable equipment and infection-prevention measures. Tell us if you would like a chaperone, interpreter, supporter or adjustment. We explain any limitations and arrange a safe alternative where needed.

10.5We may stop an appointment if safety, safeguarding, capacity, intoxication or threatening behaviour prevents safe care. We explain the decision where appropriate and provide necessary safety advice. This does not trigger an automatic forfeiture of all payments.

11  Service-specific arrangements

11.1Travel health and vaccines. The assessment considers your destination, itinerary, history and timing. We explain any recommended course and separate dose charges. A consultation fee can remain payable where assessment is complete but no vaccine is indicated or you decline it. If you consent to vaccination and authorise preparation, but subsequently change your mind after the dose has been opened or prepared and must be discarded, we may retain the separately disclosed amount justified under clause 12. We do not describe that product loss as consultation time or automatically charge for administration which did not occur. Protection and border acceptance of documents cannot be guaranteed; seek updated entry information where relevant.

11.2Hajj and Umrah vaccinations. We explain the vaccines currently required or recommended and issue any vaccination certificate we are able to provide. Entry, visa and certificate requirements are set by the relevant authorities and can change at short notice. We cannot guarantee that a certificate will be accepted or that requirements will not change after your appointment. Check current requirements with your travel agent or the official source before you travel.

11.3Yellow fever vaccination. Yellow fever vaccination is offered only at Batley Pharmacy, as a registered Yellow Fever Vaccination Centre. We record the vaccination on an International Certificate of Vaccination or Prophylaxis. The vaccine is not suitable for everyone, and the assessment may conclude that it should not be given or that an exemption letter is more appropriate. Clauses 4 and 12 apply.

11.4Private seasonal flu and COVID-19 vaccination. If you are eligible for a free NHS vaccination, we tell you before taking payment for a private one. The private vaccination price is confirmed before booking. Clauses 4, 5, 6 and 12 apply to preparation, cancellation and non-attendance.

11.5Ear wax removal. The booking confirmation distinguishes an ear wax check from wax removal and states any agreed review arrangements (Batley Pharmacy uses microsuction). Removal may be unnecessary, unsafe or incomplete. We explain the clinical findings and options, which may include softening drops and a return visit, or referral. Where removal was part of the contracted service, the absence of a guaranteed result does not permit us to keep an undisclosed procedure charge for work not undertaken.

11.6Weight management. Assessment, medicine and ongoing-review charges are identified separately where applicable. Treatment and repeat supplies depend on clinical eligibility, accurate information, including weight and other measurements we may verify in person, and agreed monitoring. Neither a booking nor an advertisement guarantees a particular medicine, dose or result. We may pause, reduce or stop supply where it is no longer clinically appropriate.

11.7Treatment under a patient group direction. Some treatments listed in clause 1.4 are supplied by our pharmacists under a patient group direction (PGD), a written legal instruction that sets out who can be treated and how. The pharmacist assesses you face to face at the pharmacy and can supply only if you meet the PGD's criteria. If you do not, we explain why and advise you or refer you elsewhere; clause 4 applies to the consultation fee. We do not supply these medicines by post or through the website.

11.8Health checks. Private blood pressure and other health checks give a result at the time of testing and are not a diagnosis. If you are eligible for a free NHS blood pressure check, we tell you before taking payment for a private one. Where a reading or result needs follow-up, we advise you to contact your GP or another appropriate service, and tell you if urgent action is needed.

11.9Emergency supply at your request. A pharmacist can make an emergency supply of a medicine you have been prescribed before only where the law allows and they are satisfied it is needed and safe. Some medicines, including most controlled drugs, cannot be supplied this way. The charge is confirmed before supply. Where an NHS route is available to you, for example through NHS 111, we tell you before charging.

11.10External providers. Where a laboratory or external clinician is involved, we identify the provider and explain charges, expected times, result communication and follow-up responsibility. A test result is interpreted within the agreed clinical service; additional investigation may be recommended.

11.11Packages and courses. Packages or courses, such as a multi-dose vaccine course or a weight management plan, require a written schedule of included consultations, treatments, products, reviews, duration and allocated prices before purchase. Ending a package is assessed by reference to services supplied and fair cancellation loss, with statutory rights preserved. We do not automatically forfeit the whole package price. These terms do not authorise recurring charges or automatic renewal; those require separate clearly agreed terms.

12  Vaccines, medicines, preparation costs and returns

12.1We supply products through lawful arrangements and provide relevant instructions and safety information. Prescription-only medicine supply and injection must have the necessary legal authority under the Human Medicines Regulations 2012, including regulation 214 or an applicable exemption. Where an individual prescription is required, the general prescription requirements include identifying the intended patient under regulation 217(4)(d). These provisions govern lawful medicines practice; they do not themselves establish a blanket no-refund rule. Tell us promptly about a wrong, damaged, defective or recalled product or a dispensing concern.

12.2Where a medicine has been lawfully and correctly supplied to you under the agreed contract, we do not normally offer a voluntary change-of-mind refund of its agreed supply price. Medicines returned after leaving our control cannot ordinarily be put back into stock for another patient because their storage, integrity and handling cannot be assured. We can advise on safe disposal. This does not remove statutory remedies for a faulty, incorrect or misdescribed product or an applicable cancellation right. A product is not treated as supplied merely because an appointment was booked, a prescription was written or payment was taken.

12.3Other products may have statutory cancellation or return rights, subject to any lawful exceptions. We explain the applicable position for the product before purchase.

12.4Before necessary patient-specific ordering or irreversible preparation, we explain the product charge, when the product may become unusable if you withdraw, and the basis and maximum of any product-loss charge. We obtain your authorisation and appropriate clinical consent before proceeding. Routine preparation normally takes place only once eligibility and consent have been confirmed and immediately before intended administration. A booking payment or general acceptance of these terms is not permission to prepare a vaccine prematurely.

12.5If you then change your mind after a vaccine or medicine has been opened, drawn up, reconstituted, aseptically manipulated or otherwise irreversibly prepared for you, and it cannot safely and lawfully be retained for subsequent use, we will not transfer that prepared dose to another patient as a way of avoiding wastage. We assess the product against its manufacturer's instructions, applicable vaccine-handling guidance and our professional safety duties. An opened or prepared single-use dose is distinct from a sealed dose held as usable pharmacy stock.

12.6In those circumstances, where lawful, we may retain from your product or treatment prepayment a fair amount covering the actual net loss caused by your withdrawal. This can include the irrecoverable acquisition cost of the wasted dose, unavoidable single-use preparation materials and attributable disposal costs. Any separately agreed preparation service actually delivered is accounted for transparently. We deduct costs saved, supplier credits, replacement use or other recoveries, and do not charge twice for costs or professional work already included in the consultation or another charge.

12.7A product-loss deduction will not exceed the maximum disclosed and agreed before preparation or the agreed price allocated to that product and its preparation, whichever is lower. We do not automatically retain the whole vaccination or treatment package price. Unperformed administration and follow-up are excluded from a charge for services delivered, and any remaining prepayment is refunded. The fee for a completed consultation can remain payable separately under clause 4. If the full prepayment is retained, we must be able to justify every component through lawful supply, services actually delivered or a fair, properly evidenced loss.

12.8For example, if you attend for a vaccination, complete the assessment, consent to vaccination and authorise preparation, but decline the injection after the single-use dose has been opened or prepared and must be discarded, we may retain the earned consultation fee and the justified product-loss amount. If you decline before irreversible preparation and the sealed dose remains safely usable stock, we do not charge you for a wasted dose which does not exist. A manufacturer's sealed pre-filled syringe is not treated as already opened solely because it arrived from the supplier pre-filled. Opening an outer cardboard carton alone does not prove that the sterile dose has become unusable.

12.9We may also assess an unavoidable patient-specific ordering loss where you expressly authorised it after receiving the relevant price and cancellation information. This may apply to a vaccine or medicine we do not normally stock, ordered specifically for you. Ordering, reserving, labelling or setting aside ordinary stock does not by itself establish that the product cannot be used for another patient. We assess actual suitability and any lawful return or mitigation option rather than assuming every prescription makes the physical product unusable.

12.10We do not charge you for wastage caused by our inappropriate early preparation, failure to check a reasonably identifiable contraindication before preparation, storage or handling error, defective product or other breach of our duties. Applicable statutory cancellation rights and consumer remedies take priority over every deduction in this clause. We do not add a product-loss charge to a valid statutory cancellation where the law does not permit it.

12.11We explain the product, preparation stage, reason it cannot be reused, and calculation of any amount retained. We keep relevant batch, preparation, consent, wastage and financial records and can provide an appropriate explanation without disclosing another patient's information.

12.12You may withdraw consent even after preparation. We will not administer a vaccine or medicine without valid consent, pressure you to proceed because of a possible charge, or make immediate safety advice conditional on payment. A fair financial consequence for work or loss already incurred is separate from your clinical choice.

13  Aftercare, records and personal information

13.1Follow the instructions provided, attend agreed monitoring and tell us promptly about side effects or a change in your health. Where advice is unclear, contact us. These responsibilities do not transfer our clinical obligations to you or create a blanket exclusion of liability.

13.2Our private service is not an emergency service. We provide a service-specific aftercare contact and explain its availability. If symptoms require urgent or emergency help, use NHS 111, 999 or another appropriate NHS urgent or emergency service rather than waiting for a booking or email reply.

13.3We keep relevant clinical and transaction records and protect confidentiality. Eightlands Limited is the controller of the personal information we process for these services. Our separate privacy notice at batleypharmacy.co.uk/privacy-notice explains the purposes, lawful bases, recipients, retention periods, your rights and how to raise a privacy concern. Health information receives the additional protection required for special category data.

13.4Consent to treatment, confidentiality permissions and the legal basis for processing personal information are distinct. We do not rely on acceptance of these terms as blanket data-protection consent. We do not use your information for marketing.

14  Statutory rights, refunds and liability

14.1We provide services with reasonable care and skill and comply with binding information about the service. Products must meet applicable legal requirements, including quality, fitness for purpose and description. These terms preserve your rights under the Consumer Rights Act 2015 and other applicable law.

14.2Where a service does not meet legal requirements, you may be entitled to repeat performance at our cost, an appropriate price reduction, a refund or another available remedy, according to the circumstances. You do not have to accept repeat treatment which is clinically inappropriate. We do not restrict these rights through our change-of-mind policy.

14.3Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or another liability which the law does not permit us to exclude or restrict. There is no blanket liability cap equal to the consultation fee and no waiver of clinical negligence claims.

14.4We are responsible for losses for which the law makes us liable. We do not claim that signing a consent form, being told about a risk or agreeing to these terms excuses negligent care, misleading information, a dispensing error or a breach of legal duties.

14.5For a statutory cooling-off refund, we reimburse within the applicable legal deadline, normally no later than 14 days after cancellation notice for a service contract. Other agreed refunds are normally processed within 14 days of confirmation of entitlement. We use the original payment method unless you expressly agree otherwise, without a refund fee. Any shorter legal deadline takes priority.

14.6We explain a disputed deduction and review evidence you provide. A complaint, refund request, payment dispute or exercise of statutory rights does not itself justify withholding necessary safety advice or treating you unfairly.

15  Complaints and disputes

15.1Raise a concern with the pharmacy team or contact the Superintendent Pharmacist through the address, telephone or monitored email in clause 1.1. Our complaints procedure is available at batleypharmacy.co.uk/complaints and in the pharmacy. We acknowledge complaints within 3 working days and explain the expected response time and any delay.

15.2Where a complaint involves another provider, we explain the responsibilities and help direct it appropriately. We consider clinical and payment issues fairly and keep you informed. You may obtain independent advice at any stage, for example from Citizens Advice.

15.3The GPhC can consider concerns within its regulatory role but is not a court deciding an ordinary refund dispute. Medicines or advertising concerns may fall within the MHRA's or ASA's role; data concerns may fall within the ICO's role. You remain free to contact the appropriate body without our permission.

15.4If a dispute remains unresolved, we provide applicable information about an appropriate alternative dispute resolution body and say whether we are obliged or willing to use it. We do not represent that we belong to an ombudsman or scheme unless this is true. Our complaints process does not prevent court proceedings or other available remedies.

16  Changes, applicable law and interpretation

16.1The version agreed when you book applies to that booking. We may update terms and prices for future bookings. A change to an existing contract requires a lawful basis and, where required, your agreement; we do not impose a new charge retrospectively.

16.2If a provision is unlawful or unenforceable, it does not bind you to that extent. The remaining provisions operate only so far as they can lawfully and fairly do so. A general saving clause does not make an otherwise unfair charge enforceable.

16.3These terms are governed by the law of England and Wales. The courts of England and Wales have non-exclusive jurisdiction, without removing any mandatory protection or right to bring proceedings in another court available to you under applicable law.