Terms and conditions

Please read the following important terms and conditions before you purchase services on our website.

This contract sets out:

your legal rights and responsibilities;
our legal rights and responsibilities; and
certain key information required by law.

In this contract:

‘we’, ‘us’ or ‘our’ means Healios Ltd (trading as Melios for our private care); and
‘you’ or ‘your’ means the person using our site to buy services from us.

If you have any questions about this contract or any orders you have placed, please contact us by:

sending an email to hello@melios.org.uk; or
calling us on 0330 088 3127 (our telephone lines are open between 08.30am and 4.30pm on weekdays).

Who are we?

We are:

Healios Ltd (trading as Melios for private care services),
a company registered in England and Wales under company number 08459279.

Our registered office is at: Vintage House, 36-37 Albert Embankment, London, England, SE1 7TL.

We provide private neurodevelopmental service to children and young people aged 6-17 and adults 18+. Our services include clinical ADHD and autism assessments and post-assessment support.

1 Introduction
1.1 If you buy services on our site you agree to be legally bound by this contract.
1.2 For further details about our services, please see our website or contact us using the contact details set out above.
1.3 These terms and conditions apply if you are buying services on our site as a consumer (ie for purposes outside of your business, craft or profession), for example, if you are purchasing our healthcare services for yourself or your child rather than for the employees of your business.
1.4 This contract is only available in English. No other languages will apply to this contract.

2 Information we give you
2.1 We are required to give you certain key information before a legally binding contract between you and us is made. We provide this key information to you in these terms and conditions and as part of the order process. We will send this information to you as part of your booking confirmation, which you will receive when you book an initial consultation with us. If you have any questions about this key information, you can contact us using the contact details above.
2.2 The key information we give you by law forms part of this contract.
2.3 If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.
3 Your privacy and personal information
3.1 Our Privacy Policy is available at healios.org.uk/privacy-policy/
3.2 Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your and/or your child’s personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your and/or your child’s personal information.

4 Ordering services from us
4.1 Below, we set out how the order process works and how a legally binding contract between you and us is made.
4.2 If you wish to use our services, you can book an initial consultation with us via our site or by calling or emailing us. When you book your initial consultation, we will send you a booking confirmation with your order details (as set out in clause 2.1). After the initial consultation, if both parties agree to proceed, we will send you a payment link where you can enter your payment details and confirm payment for the services. Please read and carefully check the details of your order in the booking confirmation for your initial consultation before confirming your payment. Please contact us, before you confirm payment, if you think there are any errors in your order details.
4.3 When you pay via the payment link provided (by clicking on the “Pay” button), a legally binding contract between you and us is made. You will receive payment confirmation and shortly after, you will receive an invoice confirming your order. Within two working days after payment confirmation, we will send you an email to set up a Panacea account with us and complete a questionnaire. Once you have done this, our bookings team will contact you (within a reasonable period, typically about a week) to arrange a date and time for the clinician appointment.
4.4 We explain more about payment in clause 8 below.

5 Right to cancel
5.1 You have the right to cancel this contract within 14 days from the day of the conclusion of the contract. However, you do not have the right to cancel if you requested for us to start
providing clinical services during the cancellation period and the services are fully performed (ie the work is completed) during this period. This is further explained in clauses 5.5 and 5.6 below.
5.2 To exercise your right to cancel, you must inform us of your decision to cancel this contract by contacting us using the contact details set out above.
5.3 We will communicate to you an acknowledgement of receipt of such a cancellation by email without delay.
5.4 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
5.5 By purchasing our services, you request and agree that clinical services can begin immediately. Once the provision of clinical services has commenced, your right to cancel the contract is limited. If you cancel after services have started, you will be entitled only to a pro-rated refund reflecting the value of services not yet provided at the point of cancellation. No refund will be due for any services already delivered, nor for any work reasonably undertaken or costs incurred in preparation for the delivery of the services prior to cancellation.
5.6 Note that if you requested for us to start providing clinical services during the cancellation period and the services are fully performed (ie the work is completed) during this period, you will lose your right to cancel and you will be required to pay the full price under this contract even if the cancellation period has not expired.

6 Effects of cancellation
6.1 If you cancel this contract during the cancellation period, we will refund you less any onboarding fees occurred on a pro rate basis:
6.1.1 without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract; and
6.1.2 using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
We don’t charge a fee for the refund in these circumstances.
6.2 However, if you requested for us to start providing clinical services during the cancellation period, you must pay us:
6.2.1 for the services we provided up to the time you told us that you want to cancel this contract, which will be an amount in proportion to the services performed up to that point in comparison with the full price under this contract; or
6.2.2 the full price under this contract, if you lost your right to cancel this contract because the services were fully performed (ie the work was completed) during the cancellation period.
6.3 Our fees are non-refundable if you cancel this contract after the cancellation period. This does not affect your rights if the services have not been carried out with reasonable skill and care (see clause 9 below).

7 Carrying out of the services
7.1 We will carry out the services by the time or within the period agreed during the order process. This will typically be the clinician appointment date and time that we agree with you on the basis set out in clause 4 above. For any other services for which we have agreed no time or period, we will carry out the services within a reasonable time.
7.2 Our carrying out of the services might be affected by events beyond our reasonable control. If so, there might be a delay before we can start or restart the services, having made reasonable efforts to limit the effect of any of those events and having kept you informed of the circumstances, but we will try to start or restart the services as soon as those events have been fixed.

8 Prices and Payment
8.1 All prices are in pounds sterling (£)(GBP) and include VAT, where applicable, at the applicable rate. The relevant price for the services you order will be specified as part of the order process.
8.2 We accept credit cards and debit cards. We do not accept cash or cheques.
8.3 Your credit card or debit card will only be charged after you have received the payment link from us for our services and you have processed your details via the payment link provided and confirmed payment by pressing the “Pay” button.
8.4 All payments by credit card or debit card need to be authorised by the relevant card issuer.
8.5 We will do all that we reasonably can to ensure that all of the information you give us when paying for the services is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with this contract or our Privacy Policy (see clause 3) or breach by us of our duties under applicable laws, we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us. To minimise the risk of a third party gaining unauthorised access to any information that you provide to us, we recommend that you install appropriate anti-virus software on your computer.
8.6 Nothing in this clause affects your legal rights to cancel the contract during the cancellation period as set out in clauses 5 and 6.

9 Your statutory rights
9.1 You have certain legal rights in relation to the nature of the services (also known as ‘statutory rights’). For example, the Consumer Rights Act 2015 says that:
9.1.1 we must carry out the services with reasonable skill and care – you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it;
9.1.2 where the price has not been agreed upfront, the cost of the services must be reasonable; and
9.1.3 where no time period has been agreed upfront for the provision of the services, we must carry out the services within a reasonable time.
9.2 We are also under a legal duty to supply you with services that are in conformity with this contract.
9.3 For more detailed information on your rights and what you should expect from us, please:
9.3.1 contact us using the contact details above; and/or
9.3.2 visit the Citizens Advice website www.citizensadvice.org.uk or call 0808 223 1133.
9.4 Nothing in this contract affects your legal rights if the services have not been carried out with reasonable skill and care (also known as ‘statutory rights’). You may also have other rights in law.
9.5 If you are not happy with the services we have provided to you, please contact us.

10 End of the contract
If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

11 Limitation on our liability
11.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
11.1.1 losses that were not foreseeable to you and us when the contract was formed;
11.1.2 losses that were not caused by any breach on our part; or
11.1.3 business losses and/or losses to non-consumers.

12 Third party rights
12.1 No one other than a party to this contract has any right to enforce any term of this contract.

13 Disputes
13.1 We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the services we have provided to you or with any other matter, please contact us as soon as possible using the contact details set out above.
13.2 The laws of England and Wales apply to this contract, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
13.3 Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.