We are Dr Clinica.com SV Limited, a company incorporated registered in England under company number 11326509, with registered office address in 71-75 Shelton Street, London, Greater London, WC2H 9JQ, United Kingdom ("Dr Clinica", "we", "us" and "our"). Our VAT registration number is GB299758808.
These are Terms of Service and Conditions ("Terms of Service") between you and Dr Clinica for the use of the Dr Clinica Platform (as defined below).
These Terms of Service apply to each booking you make through the Dr Clinica Platform (as defined below), including our online booking services or ordering any products.
Please read these Terms of Service carefully before you use the Dr Clinica Appointment Services. We recommend that you save or print a copy of these Terms of Service for future reference.
We reserve the right to change these Terms of Service from time to time by changing them on this page. Any changes will apply to your next Appointment/Order so please check this page regularly. If you do not agree to any changes, you should not make an Appointment/Order.
Your use of our Site is also subject to our Terms of Use. We describe how we use your personal information in our Privacy Policy.
When we use capitalised words or phrases in these Terms of Service, they have the following meanings:
"Appointment" means any appointment booking for one or more services from a Partner made through the Dr Clinica Platform, including as updated, re-scheduled or cancelled;
"Cancellation Policy" means a policy that is included in the Partner Terms of Sale of an Appointment whereby a Partner may charge you (through the Dr Clinica Payment Services) a certain fee for a cancelled Appointment, which may be up to 100% of the value of the Appointment;
"Client" and "you" means you, the user of the Dr Clinica Services or the purchaser of any Partner Services;
"Confirmation" means a written confirmation that we provide to you regarding an Appointment or Order, via email or the Dr Clinica Platform;
"Deposit Policy" means a policy that is included in the Partner Terms of Sale whereby a Partner may request that you (through the Dr Clinica Payment Services) purchase a Partner Credit at the time you make such Appointment;
"Dr Clinica Account" means an account you create on the Dr Clinica Platform, containing information such as your name, Appointment and order history, and contact information;
"Dr Clinica Appointment Services" means all appointment booking services, including creating, updating, rescheduling and cancelling appointments, provided through the Dr Clinica Platform;
"Dr Clinica Payment Services" means the online and in-app payment facility available for select Partners on the Dr Clinica Platform;
"Dr Clinica Platform" means, together: (a) the website Dr Clinica.com, accessible through any web browser (our "Site"), (b) our mobile application published on the Apple Store and Google Play Store and downloaded and installed by you on your device (our "App"), and (c) the web interface owned and provided by Dr Clinica, which a Partner may embed on their own website or social media channels (the "Dr Clinica Widget");
"Dr Clinica Services" means all information, recommendations and/or services provided by Dr Clinica to you by means of your use of the Dr Clinica Platform, including the Dr Clinica Platform, Dr Clinica Appointment Services and Dr Clinica Payment Services, and Partner Profiles;
"No Show Policy" means a policy that is included in the Partner Terms of Sale of an Appointment whereby a Partner may charge you (through the Dr Clinica Payment Services) a certain fee for a failing to show up to a Partner's place of business at the time indicated on the Appointment, which may be up to 100% of the value of the Appointment;
"Order" means any orders for products ("Products") from a Partner through their store on the Dr Clinica Platform;
“Partner Credit” means a credit which is purchased via the Dr Clinica Services by the Client for the purpose of providing a pre-payment to a Partner in respect of a Partner Service.
"Partner Profile" means a Partner's webpage(s) on the Dr Clinica Platform, which may include information about their Partner Services and, if applicable, their Partner store;
"Partner Services" means any products, goods and/or services of a Partner offered for purchase or booking on the Dr Clinica Platform, including fulfilling any Appointment, Voucher or Order;
"Partner Terms of Sale" mean the date, time, price, Partner Services, offers, location, and any other information or terms and conditions (including any Deposit Policy, Cancellation Policy, No Show Policy or a return and refunds policy ) provided through the Dr Clinica Platform at the time that an Appointment is made by the Client.
"Partner Voucher" means a voucher (with details of a Partner offer and a unique security code) issued by the Partner via the Dr Clinica Platform which, when presented to the relevant Partner in physical or electronic form, entitles the voucher holder to receive the Partner offer from the Partner, subject to any Partner Contract.
"Partner" means a selected third-party provider of goods and services, who offers their goods and services for sale on the Dr Clinica Platform;
"Pay In-Store Service" means where an Appointment/Order is made on the Dr Clinica Platform but payment is made at the Partner's premises (and not made online using the Dr Clinica Payment Services);
"Payment Processor" means third-party payment processors supporting Dr Clinica with the provision of the Dr Clinica Payment Services;
"Promo Codes" means a promotional code issued by a Partner which can be used when purchasing Partner Services, always subject to the relevant promotion terms.
Dr Clinica offers a way to connect you to our Partners, who offer a range of Products and services in the beauty and wellness space, such as hair, beauty, training and therapy services. The Dr Clinica Platform allows you to make an Appointment for a Partner Service, an Order for a Product from a Partner and directly pay for your Services and Orders. Dr Clinica does not operate any Partner, provide any Partner Services, or fulfil any Orders for Products.
By using the Dr Clinica Services you enter into a contract with Dr Clinica under these Terms of Service. However, your contract for the Partner Services is only between you and the Partner.
Dr Clinica acts only as an intermediary between you and the Partners, including acting as the agent for each Partner to arrange and conclude your Appointment/Order.
When you pay for an Appointment/Order on the Dr Clinica Platform, we receive payment as a commercial agent on behalf of the relevant Partner and this discharges your debt to the Partner for that Appointment/Order. This doesn't apply to any Pay In-Store Service.
If you use the Dr Clinica Platform to book or order any Partner Services or Products, you also enter into a Partner Contract with the relevant Partner, including any Partner Terms of Sale.
Partners' provision of Partner Services and fulfilling any Appointment/Order is subject to the Partner Contract. Dr Clinica is not a party to the Partner Contract you have with the Partner.
Our Partners are required to provide Partner Services as set out in the relevant Partner Contract (including any Partner Terms of Sale).
We require our Partners to ensure that all information provided by them for the Dr Clinica Platform is accurate, complete and not misleading in any way. Nonetheless, we cannot verify the information which Partners provide to us. It is each Partner's responsibility to ensure that all of its Partner Services listed on the Dr Clinica Platform are available and accurately described. The descriptions and/or images of the Partner Services on the Dr Clinica Platform are for illustrative purposes only, and actual Partner Services may vary from those descriptions and/or images.
If you are a consumer, you have legal rights in relation to services that are not performed with reasonable care and skill or are otherwise not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or trading standards office. Nothing in these Terms of Service will affect these legal rights.
In order to make any Appointment/Order through the Dr Clinica Platform you may check out as a guest, or you may create a Dr Clinica Account by signing-up with Dr Clinica and providing certain information, including your name, mobile telephone number and payment information, and any password you set.
You must provide accurate and complete information to Dr Clinica, and keep this information up to date through the Dr Clinica Platform. Dr Clinica may verify the information that you provide, and may refuse use of the Dr Clinica Services or Dr Clinica Platform without providing reasons.
It is your (or the person receiving the Partner Services) sole responsibility to communicate in advance any medical or health-related conditions and/or special needs to the Partner that might affect or be affected by any Partner Services (for example without limitation, allergy information and health matters). This includes checking, prior to purchasing any Product, that it is suitable for you and requesting further information from the Partner selling the Product if required.
If you (or the relevant recipient of the Partner Services) fail to disclose any such information to the applicable Partner, or fail to check a Product's suitability (including checking with the relevant Partner), neither Dr Clinica nor the relevant Partner shall be liable to you (or the recipient of the Partner Services) for any injury, loss or damages resulting from the Partner Services that could reasonably have been avoided if you (or the recipient of the Partner Services) had disclosed (or checked or requested) that information prior to receiving the Partner Services.
In connection with your use of the Dr Clinica Services, Dr Clinica may send you electronic service messages. These electronic messages may be sent for various reasons, including for security purposes (e.g. verifying that your smartphone is connected to the phone number you entered upon registration) and issues related to an Appointment/Order you placed (e.g. if the Partner updates an Appointment, or is out of stock of an item you ordered, you may be notified by text message).
By using the Dr Clinica Services you agree to receive automated text messages from Dr Clinica and its Partners at the phone number you provided when registering for the service. You further agree that these messages may include promotional content as well as information about your account and Appointment/Order. Your agreement to receive such automated messages is not a condition of using the service You may choose to not receive some or all automated messages within your personal profile settings.
For information on how we use your personal information, and about promotional and marketing messages, please refer to our Privacy Policy.
The Dr Clinica Platform allows you to select which Partner Services you would like to receive and make an Appointment/Order for that Partner Service. You may check and correct any errors before confirming your Appointment/Order. We will disclose any Partner Terms of Sale (including any Deposit Policy, Cancellation Policy or No Show Policy) to you prior to your confirmation. Please read and check all details of your Appointment/Order and any applicable Partner Terms of Sale before confirming your Appointment/Order.
When you make an Appointment/Order, we (as commercial agent of the Partner) will send your request to the Partner, and the Partner Contract will be formed when we send you a Confirmation. All Partner Services shown on the Dr Clinica Platform are subject to availability. We may accept or reject each Appointment/Order on behalf of the Partner. Your Confirmation is your receipt from Dr Clinica, and will be sent via email or SMS, to the contact information provided in your Dr Clinica Account, upon confirming an Appointment/Order. If you require a tax receipt, you need to contact the Partner directly.
When you make an appointment, you will need to arrive at the place of business of the Partner in order to receive the Partner Services. The place of business will be indicated in the Partner Terms of Sale.
Partners may issue Partner Vouchers which can be used for Partner Services, or our Partners may allow you to purchase Partner Vouchers for later use against their services. The Partner Vouchers are at the discretion of the Partner.
If you purchase a Partner Voucher from a Partner, this is subject to any Partner Terms of Sale provided to you at the time of purchase. Partners' provision and redemption of Partner Vouchers is subject to the Partner Contract (including any Partner Terms of Sale). Dr Clinica is not a party to the Partner Contract you have with the Partner, and is not responsible for Partner Vouchers. Unless the offer terms state a fixed or minimum period for which an offer will be available, it can be withdrawn at any time, unless you have already placed an order for an Appointment/Order based on the offer and we have sent a confirmation notice.
Promo codes issued by our PartnersPartners may issue Promo Codes, which can be used when purchasing Partner Services. The Promo Codes are issued at the Partner's discretion and may be withdrawn at any time, including if they are used fraudulently, cause technical issues or are subject to tampering.
If Promo Codes are made exclusively available and identified as being personal to you, you must not share it with any third party. If Promo Codes are made publicly available, you may share them with any third party. If in the reasonable opinion of the Partner and / or Dr Clinica, it considers that the Promo Code has been shared or misused by you, the Partner and / or Dr Clinica can cancel such Promo Codes.
The Partner is responsible for setting the terms of any Promo Codes and fulfilling the Partner Services. Dr Clinica is not responsible for any Promo Codes issued by our Partners. For more information on Promo Codes, please visit our blog.
Prices and any delivery or processing charges for any Appointment/Order will be as quoted on the Dr Clinica Platform.
The final price you pay for an Appointment may be adjusted to reflect any additional goods or services you purchase from the Partner at the time of receiving the Partner Services.
Dr Clinica Partners may also offer offers that would be reflected on the final amount payable.
You may wish to tip the Partner for your Appointment. You will be given this option via a notification on the Dr Clinica Platform following your Appointment. Any tips are in addition to the purchase price you pay for the Appointment itself, and are entirely at your discretion. Dr Clinica will collect payment on behalf of the Partner, as their limited payment collection agent, and payment of the tips shall be considered a direct payment from you to the Partner. We'll share your name with the Partner when we notify them of the tip. Subject to payment processing fees, the Partner will receive 100% of any (tip) payment you chose to make.
You agree that you will provide Dr Clinica with a valid method of payment, and that you will pay for all Partner Services you purchase from the Partner. You may pay for Appointments and Orders via the Dr Clinica Payment Services or directly with the Partner as a Pay In-Store Service.
If you choose to use the Dr Clinica Payment Services, Dr Clinica will charge you on behalf of the Partner (as its commercial agent) for the total amount of your Appointment/Order (including any applicable taxes and additional fees). To complete the Dr Clinica Payment Services, we use the payment method you provide to us and in the currency stated in the Confirmation. Currency conversion costs or other charges incurred by you will be borne by you in addition to the payment made to us . When Dr Clinica receives your payment for the Partner Services, this will discharge your debt to the relevant Partner for the relevant Appointment/Order.
You may have the option to select certain Appointments/Orders as a Pay In-Store Service. This means that you may make an Appointment/Order without using Dr Clinica Payment Services and then pay the Partner directly for Partner Services with cash, credit card, or another payment instrument accepted by the Partner. The Partner has the option to charge the Client's payment method saved to the Dr Clinica Account at checkout for Pay In-Store Services. This option will only appear for Partners which enable Pay In-Store Services and may not appear for some Partners.
Dr Clinica uses third-party payment processor (the "Payment Processor") to link the payment card you provide to the Dr Clinica Platform. The processing of payments or credits, as applicable, in connection with your use of the Dr Clinica Platform will be subject to the privacy policies, terms and conditions and other terms of our Payment Processor and your credit card issuer (in addition to these Terms of Service). Dr Clinica takes reasonable care to ensure that the Dr Clinica Payment Services are available and functioning at all times, but cannot guarantee continuous, uninterrupted or secure access to the Dr Clinica Payment Services, nor can we guarantee that the facility is virus or error free.
Dr Clinica is not responsible for any errors by the Payment Processor. Access to the Payment Processing may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to provide reasonable notice of any scheduled interruptions and will do what we can to restore the facility as soon as reasonably possible.
The Partner is solely responsible for any indirect taxes (for example sales tax, VAT, GST, or service tax) on the total value of an Appointment/Order, plus any adjustments for additional goods or services sold or offers applied, where applicable.
Other than VAT or other applicable sales taxes which are included in the price shown on the Dr Clinica Platform, Dr Clinica does not charge you taxes on Orders, as the Partner Services are provided by the Partner, not by Dr Clinica. If you order via the Dr Clinica Platform, we will provide a tax invoice via the Dr Clinica Platform. If you order directly via a Partner, the Partner shall provide a tax invoice on request.
We add taxes to all Products in an Order, and apply the highest applicable Product tax for shipping, where relevant (i.e. if Products within an Order have different tax rates, the highest tax rate will apply to all Products in that Order).
If you wish to reschedule your Appointment (e.g. time/date) in whole or in part after you have received a Confirmation, you may do so through the Dr Clinica Platform or by contacting the relevant Partner directly.
You may only reschedule your Appointment if your Appointment is not due to take place within a time frame (e.g. 24 or 48 hours) determined by the Partner and set out in the Partner Terms of Sale. The interval between when you may reschedule your Appointment and your scheduled Appointment start time will be determined independently by each Partner, and disclosed to you at the time of making your Appointment. You should review and understand the Cancellation Policy before confirming your appointment on the Dr Clinica Platform. Please note that your ability to reschedule your Appointment will be subject to the Partner's availability during the time you wish to reschedule.
In addition to your other legal rights, you may in certain circumstances have the right to cancel a Partner Contract as set out in this section of the Terms of Service.
Partners may request a deposit in exchange for Partner Credits of up to 100% of the value of the Appointment/Order to confirm your Appointment/Order if required under the Partner Contract (including any Deposit Policy) (a "Deposit"). We recommend you read the Partner Contract (including any Deposit Policy) prior to completing the Appointment/Order. Deposits may be non-refundable. Dr Clinica is not responsible for any Deposit you make to a Partner.
If you wish to cancel your Appointment, you may do so through either the Dr Clinica Platform, or by contacting your Partner directly. You may only cancel an Appointment through the Dr Clinica Platform provided that your Appointment is not due to take place within a time frame (e.g. 24 or 48 hours) determined by the Partner and set out in the Partner Terms of Sale. The interval between when you may cancel your Appointment and your scheduled Appointment start time will be determined independently by each Partner, and disclosed to you at the time of making your Appointment as part of the Partner Terms of Sale.
Dr Clinica Partners may choose to implement a Cancellation Policy, the terms of which will be disclosed to and confirmed by you at the time of making your Appointment. If a Partner has such a Cancellation Policy, then Dr Clinica may automatically charge your card an amount determined by the Partner, which may be up to the full amount (100%) of the value of the Appointment. If you cancel an Appointment beyond the time indicated in the Partner's Cancellation Policy, you will not be entitled to any refund unless mutually agreed between you and the Partner directly.
Partners may also choose to implement a No Show Policy. If you fail to turn up to a Partner's place of business at the time indicated in your Appointment, a Partner may choose to exercise their No Show Policy, wherein Dr Clinica may automatically charge your card an amount of up to the full amount (100%) of the value of the Appointment.
No refund will be given where a cancellation is attempted within the time period specified in the Cancellation Policy of the relevant Partner.
Our Partners can create a Partner store using our services, which allows you to buy Products from them directly. Dr Clinica does not sell the Products available through the Dr Clinica Platform, our Partners do. When you buy a Product on the Dr Clinica Platform you buy from the Partner directly, not from Dr Clinica and the Partner is solely responsible for the marketing, advertising, sale, delivery and any after sale care.
If you are not happy with a Product, it is faulty or late you should contact the Partner that sold the Product. Set out below in this policy are the cancellation and refunds rights offered by Partners as a minimum.
Your Order will be fulfilled by the delivery date set out in the Confirmation or, if no delivery date is specified, then within 30 days of the date of the Confirmation, unless there are exceptional circumstances.
Your Order will be delivered to the delivery address you specify when placing your Order. Orders cannot be delivered to PO Box or similar addresses. Our Partners will decide which countries and addresses which they will ship to. Please note that customs or import duties may be payable depending on the destination you have selected for shipping.
Products within the same Order cannot be delivered to different addresses.
If you order Products for delivery outside the country where the Partner is located and the Partner agrees to deliver them, they may be opened and inspected by customs authorities and may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your Order.
Please also note that you must comply with all applicable laws and regulations of the country for which the Products are destined. Dr Clinica will not be liable for any breach by you of any such laws.
If any Product you Order is damaged or faulty when delivered to you, the Partner may offer a repair, exchange or refund, as appropriate, in accordance with your legal rights. If you believe a Product was delivered damaged or faulty, you must inform the Partner in writing, including your name, delivery address and Order reference. Nothing in this section affects your legal rights.
Please submit any questions you have about your Product to the relevant Partner who supplied them to you. Contact details for each of the Partners may be found in the Confirmation or the Partner Profile within the Dr Clinica Platform.
Where we have been negligent and/or breached a contractual obligation to you, we will be liable for any loss or damage you suffer as a result, provided that loss and/or damage is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our negligence or breach of contract, or would have been considered by you and us to be a likely consequence of it at the time you accepted these Terms of Service.
We do not accept any liability for the following types of loss, whether caused by breach of contract, tort (including negligence) or otherwise, even if the loss is foreseeable: loss of income or revenue; loss of business; loss of profits; loss of anticipated savings; or waste of management or office time.
We do not exclude or limit our liability for death or personal injury arising from our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under English law.
We are not liable to you for the provision or non-provision of the Partner Services and / or Products. The Partner is responsible for the fulfilment of all Partner Services and Products under your Partner Contract with them.
Dr Clinica shall, as soon as reasonably practicable following, and in any event within thirty (30) days of, termination of the agreement, delete (including by putting beyond practicable use) or return to the Client (at the Client's direction) all personal data.
Notwithstanding the foregoing, Dr Clinica may retain personal data beyond the termination or expiry solely if, and for so long as, such personal data must be retained in order to comply with applicable law.
Clients' use of the Dr Clinica Platform is free of charge. Dr Clinica reserves the right to introduce a fee for the use of the Dr Clinica Platform. If Dr Clinica decides to introduce such a fee, Dr Clinica will tell you in advance and allow you to continue or stop using the Dr Clinica services.
You may not assign your rights under these Terms of Service without prior written approval of Dr Clinica.
Dr Clinica may give notice by means of a general notice on the Dr Clinica Platform, or by email, or post sent by regular mail. Dr Clinica will only accept notice by email at hello@Dr Clinica.com or by post to attention: Dr Clinica.com, Dr Clinica.com SV Ltd., 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.
The Terms of Service (including any referenced documents) form the entire agreement between you and Dr Clinica and governs your use of the Dr Clinica Services, superseding any prior version of these Terms of Service between you and Dr Clinica. Your Partner Contract governs the provision of the Partner Services and Products.
Dr Clinica's failure to exercise or enforce any right or provision of the Terms of Service shall not constitute a waiver of such right or provision.
If any provision of these Terms of Service is found by a competent authority to be invalid, unlawful or unenforceable to any extent, such provision will to that extent be severed from the other provisions of the Terms of Service remain in full force and effect.
These Terms of Service will be governed by and construed in accordance with the laws of England. You and we each agree that the English courts will have non-exclusive jurisdiction over any claim or dispute arising from, or related to, the ordering and/or supply of Partner Services via the Dr Clinica Platform.
Where applicable, words in these Terms of Service and Conditions that are defined in the singular shall retain the same definition in the plural, and vice versa. Words in the masculine include the feminine, and vice versa.
These Terms of Service were last updated on 11 Feb 2022.
We may update these Terms of Service from time to time, and will post any changes on this page. Dr Clinica may modify or replace any of these Terms of Service, or change, suspend, or discontinue the Dr Clinica Services (including without limitation, the availability of any feature, database, or content) at any time.
We will notify you by posting a notice on the Dr Clinica Platform, or by sending you notice through the Dr Clinica Platform, your Dr Clinica Account or via email. If we make any substantive changes, we will notify you through email, or website pop-ups within our Dr Clinica Platform.
Your continued use of the Dr Clinica Platform following the posting of changes will mean that you accept and agree to the changes. As long as you comply with these Terms of Service, Dr Clinica grants you a personal, non-exclusive, non-transferable, limited privilege to enter and use the Dr Clinica Platform.
Dr Clinica may also impose limits on certain features and services or restrict your access to parts or all of the Dr Clinica Services without notice or liability. Such modification will not apply to any Bookings/Orders already placed.