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Terms & Conditions

  • Payment Method Terms

    Accepted Payment Methods

    • Visa (Debit, Credit and Electron), Master Card and American Express (AMEX).
    • We accept cash. Please note that you will still be required to have a debit or credit card registered.
    • Unfortunately, we do not accept bank transfers nor cheques.

    Client Definition (for children)

    • If the patient is a child under the age of 18, then the child is ‘the client’. However it is solely the parent/guardian (yourself) whom is responsible for the adherence to these Terms & Conditions.

    Registering A Payment Card

    • We require at least one valid debit or credit card to be registered securely with our payment provider for each client at all times, whether the client/you are self-paying or hold medical insurance. Please contact our office to arrange the registration of a card, our office may also contact you to arrange registration.
    • Upon acceptance of these Terms & Conditions, you hereby authorise any debit/credit cards that have previously been used for payment for the client/yourself to therefore become registered cards, as well as any future debit/credit cards provided to our office in respect to payment for the client/you.
    • When a card is registered it may incur a £1 (non-refundable) nominal booking fee, charged to the card.
    • Registered card details are securely stored with our payment provider Sage Pay (https://www.sagepay.co.uk) / World Pay (https://www.worldpay.com/uk).
    • Only our payment provider stores card details, none of our staff have access to the stored full card number.
    • Before the expiry of any of a registered card please contact us to update your registered card’s details.
    • If you wish our payment provider to no longer use one of the registered cards they hold for the client/you, please contact us.
    • Often clients may have multiple registered cards with different card holders (e.g. one card per parent, or a family relative, or your spouse’s card), therefore by accepting these Terms & Conditions you agree that you will be responsible for ensuring these Terms & Conditions are forwarded onto any such other card holders (e.g. your spouse or relative) of a registered card we hold for the client/you, so that they are aware that their card may be charged.
  • Fee Terms

    For the most up-to-date fees, please visit: www.dr-giaroli.org/fees

    Appointment Fee Terms

    If You Are Self-Paying

    • By agreeing these Terms & Conditions, you agree and authorise for our office to automatically charge the full fee (minus any deposit paid) for all appointments to any of the registered cards we hold for the client/you. You hereby authorise our office to process such charges immediately following an appointment and without any further notification to the card holder. Please be mindful of any overdraft fees or charges the card provider may charge.

    If You Are Insured

    • Some of our doctors are registered with:
    • Aviva, Bupa UK, Bupa Global, Cigna UK, Cigna international, Healix UK, Healix International, Healix (Foreign Commonwealth Office) and WPA.
    • Please note that not all of our doctors are registered with each insurer, therefore it is your responsibility to speak to your insurer and clarify if you will be provided any coverage (or not) with the particular doctor your appointment(s) are booked with. Further info can be found at www.dr-giaroli.org/fees
    • By agreeing these Terms & Conditions you agree that it is your responsibility to ensure that the insurer provides adequate coverage for our services. If you are in doubt, please contact the insurer before the appointment to check the terms of the policy, particularly the level and type of outpatient cover, including any reimbursement limits on individual consultation fees.
    • Prior to an appointment being confirmed, we will require all relevant details of the policy such as the policy number and (if applicable) any pre-authorisation code or employer insurance scheme name/number.
    • By agreeing these Terms & Conditions you authorise and approve us in all the situations outlined below, to automatically (and without prior notification) take any and all monies (from any registered card) owed to us for the client (subject to the Reschedule & Cancellation Policy). You also authorise us to do so, as soon as we become aware of any of the below situations and without necessarily any prior notification nor further authorisation from you.
    • If the insurer doesn’t provide coverage for our services under the terms of the policy.
    • If there is a gap between our fees and the amount the insurer will provide reimbursement to us for, then your registered debit or credit card will be charged the gap amount.
    • If there is an excess or co-payment applicable on the policy (and whereby the insurer will deduct it from their payment to us), then we will recover that excess or co-payment amount from one of the registered cards on file for the client/you.

    If An Embassy/Charity/Employer Is Paying

    • Please note that if the organisation has agreed with you to pay for an appointment, that our clinic will still be required to take payment in full from your registered card on the day of the appointment.
    • Our clinic will then subsequently invoice the organisation for payment, and once our clinic has received payment in full from the organisation, we will then process a refund back to your registered card within 48 hours. Please be advised that the timescale for you receiving this refund from us will also depend on your registered card provider’s processing times.

    Deposits

    • You may be asked and required to pay a deposit (via your registered credit/debit card) to secure an appointment booking.
    • Any such deposit will be subject to the Reschedule & Cancellation Policies. In the case where you breach our Reschedule & Cancellation Policy, then you hereby grant permission for our office to take payment in full (and without further notice) from one of your registered card for any further outstanding monies above and beyond the deposit that may be due. Please be aware that any deposit returned to you will be subject to the processing times of your registered card’s provider.

    Online/Telephone Consultations – Fee Terms

    • Please be advised that all online/telephone consultations are charged as an appointment slot. Therefore, if you have booked a 30 minute online/telephone appointment slot (or a 60 minute online/telephone appointment slot), then the charge will be for that slot length of time, regardless of whether the appointment ends up being shorter than 30 minutes (or 60 minutes as the case may be) or not.

    Autism Tests – Fee Terms

    If You Are Self Paying

    • All tests are required to be paid in full at the time of booking.
    • By agreeing these Terms & Conditions, you agree and authorise for our office to charge the full test fee to any of the registered cards we hold for the client/you upon a diagnostic test booking being made. Please be mindful of any overdraft fees or charges the card provider may charge.

    If You Are Insured (or an Embassy/Charity/Employer is paying)

    • At the time of booking for a test, a temporary ‘authorisation hold’ will be placed against the funds you have available on the credit card you have registered with us. We do not charge your card and no money is taken from your account. Your card issuer will usually present this authorisation hold as a ‘pending transaction’ that temporarily reduces the money you have available to spend. This temporary hold will be for the full amount of the cost of the test, and will appear as a ‘pending transaction’ from “Across The Lifespan Ltd”. This process is the same as hotels and hire car companies use.
    • If we have received written confirmation of coverage from your insurer/embassy/employer before the test has taken place, then we will cancel this temporary hold within 48 hours of the test having taken place.
    • If we have not received written confirmation from your insurer/embassy/employer of coverage before the test has taken place, then we will cancel the temporary hold (minus any excess or co-payment that may be due under your policy) upon us receiving either of the following:
    • written confirmation from your insurer/embassy/employer that they will pay for the test; or
    • payment from your insurer/embassy/employer for the test.
    • It is your responsibility and not that of our clinic to ensure whether or not the insurer/embassy/employer provides coverage for the test under the terms of your policy/arrangement and with the doctor whom you are booked with for the test. In the case of any dispute, you will be fully liable for all charges. Please contact your insurer/embassy/employer for more information.
    • Please be aware that insurers/embassies/employers will typically not pay the costs of any late cancellation fees if you decide to reschedule or cancel your test, and in such an event your card would therefore be charged by us according to the amount of notice you have provided us, please see our Reschedule & Cancellation Policy.

    Prescription Fee Terms & Collection

    • If any prescription(s) are written by the doctor and handed to you during an appointment at one of our clinic locations, then the prescription(s) will be fee of charge.
    • However, any prescription(s) that are written by the doctor outside of an appointment at one of our clinic locations, then an administration fee will be charged. This includes any online/telephone appointments.
    • For any such request, please complete our online prescriptions request form at www.dr-giaroli.org/prescriptions. We are unable to accept any requests via telephone or email.
    • By accepting these Terms & Conditions you approve and authorise us to take this administrative fee, from any of your registered debit/credit cards we hold for you/the client, without further notification or authorisation from you. This fee will be charged upon the prescription being requested by you and confirmed by the doctor, please note this may be before you receive the prescription or medication.
    • For data protection reasons we are unable to send prescriptions via the post. Prescriptions can either be posted to your nominated pharmacy, or if you request, we can forward your prescription to Zen Pharmacy, who will contact you directly to deliver the medication to you.
    • Please be advised that should you request us to forward your prescription to Zen Pharmacy, that you are responsible for inquiring directly with Zen Pharmacy regarding any fees that they may charge you for their services in dispensing and delivering the medication to you. Any fees that Zen Pharmacy may charge you are solely determined by Zen Pharmacy and we do not receive any commission from them.
    • For further information on their service, see their website at: www.zenhealthcare.co.uk
    • Our clinic requires 2 weeks’ notice to be provided for a repeat prescription. Any late requests may result in late delivery of the prescription.

    Additional Report – Fee Terms

    • If you require any additional report (e.g. to school, university, exam boards, employer etc.) then any such report is required to be paid in advance before the report is issued, therefore by accepting these Terms & Conditions you approve and authorise us to charge the appropriate fee to any of the registered debit/credit cards we hold for you/the client, and without further notification or authorisation.

    Interpretor Fee Terms

    • All interpreter fees are required to be paid in full prior to the appointment or test, via your registered debit/credit card. You agree and authorise for our office to charge this fee to any of the registered cards we hold for the client/you upon the booking of an interpreter being made. Please be mindful of any overdraft fees or charges the card provider may charge.
    • If you (or anyone else) at the appointment or test requires an interpreter, we kindly request you to advise us at the time of booking the appointment or test. Alternatively, we kindly request a minimum of 48 hours notice prior to the appointment or test.
    • For your confidentiality and data protection, all our interpreters are required to sign a Non Disclosure Agreement (NDA) with our clinic. If you wish to be provided a copy of your interpreter’s NDA, please contact us.
    • All our interpreters are required to have a DBS Criminal Records Check, including that of the Child Barred List and the Adult Barred List. If you wish to know more, please contact our Practice Manager on manager@dr-giaroli.org
    • It is your responsibility to check whether you are eligible to reclaim this fee from any 3rd party (e.g. medical insurer, embassy, charity employer).

    Translation Fee Terms

    • All translation fees are required to be paid in full prior to the document being translated, via your registered debit/credit card. You agree and authorise for our office to charge this fee to any of the registered cards we hold for the client/you upon your request of a document to be translated.
    • It is your responsibility to check whether you are eligible to reclaim this fee from any 3rd party (e.g. medical insurer, embassy, charity employer).

    Late Payments

    • Please be advised that if an outstanding invoice has not been settled within a period of 14 calendar days from the date of issuance to you, that an administrative charge of £25 will be added to the outstanding invoice amount.
  • Cancellation Policies

    Appointments Cancellation Policy

    • If you wish to reschedule the date, or reschedule the time, or cancel any appointment, the following fees will apply:
    • If we are provided 3 or more complete business day’s notice:0% of the appointment fee.
    • If the appointment is being cancelled then our office will return any deposit paid back onto the same registered card used, within 48 hours of us having been informed of the cancellation. If the appointment is being rescheduled then we will continue to hold onto the deposit.
    • If we are provided only 1 or 2 complete business day’s notice: 100% of the appointment fee (minus any deposit already paid) will be charged to one of the registered cards we hold for the client/you.

    Autism Tests Cancellation Policy

    • As these tests are significantly long (approx 4-5 hours in duration), your doctor will have reserved a large space in their diary in order to accommodate your booking, hence please be aware of the below time restrictions.
    • If you wish to reschedule the date, or reschedule the time, or cancel any Autism Diagnostic Interview Test (ADI-R/3di) or Autism Diagnostic Observation Test (ADOS-2) the following fees will apply:
    • If we are provided 15 or more complete business day’s notice:0% of the test fee.
    • If we are provided 10, 11, 12, 13 or 14 complete business day’s notice:50% of the test fee.
    • If we are provided 1, 2, 3, 4, 5, 6, 7, 8 or 9 complete business day’s notice:100% of the test fee.
    • Illustrative Example: If your test is on Monday 30 March, then we must receive notice of your reschedule or cancellation before the end of Friday 6 March in order to incur no charge; or before the end of Friday 13 March in order to incur only a 50% charge. Any notification received after Friday 13 March would incur a 100% charge.
    • If the test(s) are being cancelled then our office will return any monies paid back (minus any applicable cancellation fee) onto the same registered card used (or alternatively returned by bank transfer if you have paid monies via bank transfer instead), within 72 hours of us having been informed of the cancellation. If the appointment is being rescheduled then we will continue to hold onto any funds.
    • By accepting these Terms & Conditions, you agree and authorise us to take the above fees from any of the registered debit/credit cards we hold for the client/you (unless payment has been arranged via bank transfer), without prior notification or further authorisation from the card holder. Please be mindful of any overdraft fees the card provider may charge.

    If You Are Insured (or an Embassy/Charity/Employer is paying)

    • You will be directly liable for any reschedule or cancellation fees.
    • Please note that private medical insurers do not cover any reschedule or cancellation fees.

    Interpretor Services Cancellation Policy

    • Please be advised that if you wish to cancel any interpreter services that our clinic have arranged, the following cancellation fees will apply:
    • If we are provided 7 or more complete business day’s notice:0% of the fee.
    • If we are provided less than 7 complete business day’s notice:100% of the fee.
    • Please note the above fees are in addition to any appointment/test reschedule/cancellation fees that may also be due.
    • If you are due any refund, then our office will return any interpreter fees paid back onto the registered card you originally used to pay, within 48 hours of us having been informed.

    If You Are Insured (or an Embassy/Charity/Employer is paying)

    • You will be directly liable for any interpreter cancellation fees.
    • Please note that private medical insurers do not cover any interpreter reschedule or cancellation fees.

    Translation Services Refund Policy

    • Please be advised that all translation services are non-refundable once the document has been translated.

    Prescription Refund Policy

    • Please be advised that any prescription administration charges are non-refundable.

    Additional Report Refund Policy

    • Please be advised that any additional reports you request to be written, are non-refundable once the doctor has written it.

    Pharmacogenomic Test Cancellation Policy

    • Please be advised that all pharmacogenomic tests are non refundable once your sample has been sent to the laboratory.
  • Other Terms

    Other Examination or Tests

    • If you require any other examinations or tests which our clinic does not provide (such as blood tests or imaging, (X-ray, MRI or CT scan) in order to help in the diagnosis of you/your child’s condition, then please be aware that if such examinations or tests are undertaken by a separate clinic/hospital to our clinic, then the fees for those examinations or tests will be determined by that clinic/hospital and charged directly to you by that clinic/hospital, or to you/your child’s medical insurer.
    • It is your responsibility to enquire with the relevant clinic/hospital as to what their fee structure is.

    Invoices & Receipts

    • For your data protection, no patient identifying information is written on any of our clinic’s invoices or receipts, only the patient’s initials. If you require the patient’s full name, Date of Birth (DOB) or home address on the invoice or receipt please contact accounts@dr-giaroli.org.
    • For your data protection, we are unable to print any medical diagnosis information on any invoice or receipt. If you wish to obtain this information (e.g. for you to on-forward to a 3rd party) please contact us for a copy of any appointment report.
    • If you have not already been sent a copy of a receipt for any monies paid by you, please contact accounts@dr-giaroli.org

    Copies of Previous Appointment Reports or Invoices

    • You may request any previous appointment reports, invoices or receipts that have been issued by our clinic, to be resent to you again. Please be advised, that for data protection and administrative reasons that we may take up to 5 business days to action your request.

    Secure Email

    • For your data protection, our office uses a secure email provider to send all appointment letters to yourself and relevant 3rd parties (such as your GP if you have requested us to).
    • However, if you or that 3rd party for any reason request our clinic to instead send such information via a non-secure regular email (for example, if you or that 3rd party don’t wish to register with our secure email provider), then you hereby indemnify our clinic for any damages or loss of your personal data as a result. Please ensure you make any 3rd parties aware of this.

    Surveys

    • Our anonymous and optional patient survey can be found at: www.dr-giaroli.org/survey.
    • Feedback received through our survey is a vital way in which we can continue to improve our service, and you may be contacted provided links to our survey in future communications.

    Complaints

    • We welcome any feedback via email, phone (020 7550 6222) or via post (The Practice Manager, 70 Harley Street, London W1G 7HF)
    • Our Complaints Policy is available at www.dr-giaroli.org/complaints-policy
    • If you wish to raise a complaint regarding any aspect of our clinic, please complete our online complaint form at www.dr-giaroli.org/complaint
    • We take any complaints very seriously and will acknowledge the receipt of any complaint within 48 hours.
    • Any complaint will be treated in the strictest confidence and will not prejudice the treatment of any client.

    Care Quality Commission (CQC) & Quality Information

    • Our clinic is registered with the Care Quality Commission (CQC), please click here to find out more about our registration.
    • You can compare independent information about the quality of private healthcare providers from the Private Healthcare Information Network (PHIN) website at www.phin.org.uk
  • Disclaimers

    3rd Party Disputes

    • If somebody other than yourself (e.g. a private medical insurer, embassy, charity, employer, friend, relative) are paying the bill, you may wish to pass a copy of these Terms & Conditions onto them.
    • Please be aware that by accepting these Terms & Conditions you are still responsible for paying any and all fees and charges to us in the event of any payment dispute between yourself and any such third party.

    Updated Terms & Conditions and Permission to Correspond

    • By agreeing these Terms & Conditions you hereby agree to allow this clinic to use your contact details to communicate solely with you regarding clinic information, such as any scheduled dates/holidays during which our clinic will be closed and other relevant notices from time to time.
    • These Terms & Conditions may be amended as appropriate from time to time, you will be notified via email regarding any material modifications.
    • If you do not have access to the internet and wish to receive an updated printed version, please contact us.

    Clinical Supervision

    • Any clinicians at our clinic whom are Associate Specialists or Speciality Doctors in their respective field, are monitored and provided clinical supervision by Dr. Giovanni Giaroli in line with General Medical Council (GMC) guidelines.

    Financial Interests

    • Dr. Giaroli is obliged to inform you that he has served as a consultant and as a speaker for the following companies: Shire, Eli Lilly, Flynn Pharma and Jensen.
    • Dr. Campos is obliged to inform you that he has served as a consultant for the following companies: Otsuka, Lundbeck and Sunovion.
    • Professor Gringras is obliged to inform you that he has served as a consultant/speaker for the following companies: Neurim, Roche, Flynn Pharma and Alturix.
    • Our clinic does not hold any financial interest in (and nor receives any commission from) Zen Pharmacy.

    Emergencies

    • Please be advised that this clinic does not cover emergencies and in the case of an emergency, please contact your GP (General Practitioner) or attend your nearest A&E (Accident & Emergency) Department.