Modern Slavery Statement
Living Room Health understand and recognise that slavery and human trafficking are causes for increasing concern throughout the world.
Modern slavery is especially relevant to us as a business. As a result, it is important that we, our trading business, and our teams never find ourselves in a position where we are directly, or indirectly, facilitating slavery or human trafficking.
We continue to take a zero-tolerance approach to slavery and human trafficking and are resolute to identify and eliminate this, or any elements of it, within our business and supply chain.
Our supply chains
We continue to harness the expertise of a range of suppliers (some of which are based outside of the United Kingdom), for medical consumables, as well as various activities carried out both internally and externally. Our suppliers may assist with the provision of goods for us to sell, or they may provide services to our clinical staff. Suppliers also support the day-to-day operations of the organisation.
In line with the spirit of the Act (that organisations should adopt an approach of continuous improvement in relation to their actions to tackle slavery and human trafficking), we continue to review the companies supply chain and procurement processes. This enables us to monitor historic and new contracts including, but not limited to, how they comply with our Statement, to:
- Assess the risks of slavery and human trafficking
- Enable us to implement appropriate protections and seek assurances where required
- Ensure that the Living Room Health has a solid foundation for monitoring and mitigating risks, and
- For compliance purposes.
We are committed to making all of our staff aware of the companies views in relation to slavery and human trafficking. The policies we have in place provide guidance on areas such as whistleblowing, procurement and safeguarding. All of our policies are regularly reviewed and updated to ensure they address the modern slavery risk.
In addition, our policies continue to be provided to our suppliers on the basis that if we engage a supplier, it is expected that they, their employees and anyone they engage with, should comply with the principles set by Living Room Health.
Due diligence and risk management
Due diligence checks continue to be undertaken on prospective suppliers to Living Room Health.
We understand the importance of being vigilant so that we can quickly identify and address any issues associated with slavery and human trafficking. The Living Room Health is committed to continually develop and improve this Statement and the protections in place.
General Terms and Conditions
Other Terms and Conditions
- MRI Terms & Conditions (https://www.livingroom.health/mri-terms-and-conditions/)
- Product Terms & Conditions (https://www.livingroom.health/product-terms-and-conditions/)
General Terms and Conditions Overview
This website is operated by Living Room Health. Throughout the site, the terms “we”, “us” and “our” refer to Living Room Health. Living Room Health offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our guide to help you undergo your treatment with peace of mind.
0330 580 1153
Fifth Floor, 11 Leadenhall Street, London. EC3V 1LP
General terms and conditions for all patients
1.1 These Terms and Conditions form the basis of the Agreement between you and Living Room Health.
1.2 Please read these terms carefully and take the opportunity to ask questions to our team prior to your treatment or service with Living Room Health.
1.3 Where you are receiving treatment via a consultant your Consultant will carry out a consultation with you to determine the treatment that you should have and let you know their recommended treatment options. It is your responsibility to ensure that the treatment accurately reflects your wishes as discussed with your Consultant in relation to your requirements.
1.4 Where you are receiving a service our in-clinic team will follow treatment service protocols ensuring in order to delivery to your chosen service.
Your agreement with Living Room Health
Consultants and Service Providers
1.6 While in Living Room Health, you will be under the Care of the in-clinic team or consultant you have been assigned to, who may also involve other Consultants or members of the in-clinic team, if appropriate. Living Room Health staff will provide services or treatments as outlined in the product or service displayed on our website.
Risk of clinical complications
1.8 While Living Room Health, staff and your Consultants will do their best to ensure a satisfactory outcome, no clinical procedure is entirely risk-free and the results of any particular treatment cannot be guaranteed. If you have any concerns or queries you should discuss these with you’re the in-clinic team or your Consultant.
Living Room Health Products and Services
1.9 Products and services are displayed on our Website. Some products or services may be customised depending on your needs. Payment for these products and services will be issued up-front prior to confirming your appointment. Where additional products, services or a change to your treatment have been identified, these will be discussed with you either:
- a) Prior to you attending your appointment
- b) During your appointment
1.10 Subject to any alternative arrangements agreed with Living Room Health, you are responsible for settling the cost of your treatment, products or services before you commence your treatment or on the same day of your treatment at Living Room Health. We may ask you to pay when you come into Living Room Health, when you make your appointment, or when you are being discharged.
Methods of payment
1.11 Payments can be made via major debit or credit cards. We may agree to bank transfer in some circumstances and this must be agreed in advance of your appointment.
Cancellations and Refunds
1.12 All cancellations must be notified in writing to email@example.com. Cancellations made 24 hours prior to the treatment or service will be cancelled with no fee. Cancellations made with less than 24 hours notice will incur a fee of 10%. Where treatments or services are already part way through, these will be charged at our standard rates and will be notified to you by our customer service team.
1.13 If you have already paid for your treatment, service or a made a deposit, in line with point 1.12 we will refund your payment, less any amount that you owe to Living Room Health and/or the Consultant. Please note that we will pay any refund only to the cardholder or person who made the original payment. We do not pay cash refunds.
1.14 If your Consultant or in-clinic team cancels your Treatment or service because they consider it is not in your best interests, and you have already made a payment, we will refund that payment, less any amount that you owe to Living Room Health and/or the Consultant, in line with 1.13 above.
1.15 Living Room Health reserves the right to decline patients for treatment. Any such decisions would usually be based on ensuring, for example, the safety of our patients or staff, however such decisions will be made at our sole discretion.
1.16 Following cancellation by you or your Consultant or in-clinic team, for whatever reason, if you would like to reschedule your treatment or service please contact us and we will be happy to arrange an appointment at a time convenient to you.
1.17 While we will take all reasonable care to ensure the safety of your belongings, Living Room Health does not accept any responsibility for the theft or loss of, or damage to, any of your or your visitors’ property. We would strongly advise you not to bring valuable personal belongings into Living Room Health with you, unless required during your stay.
Children Receiving Treatment
1.18 Living Room Health does not accept children under 18 for treatment or services.
Notices and your contact details
1.21 It is important that you keep us updated of any changes in your contact details and choices for how you want to receive marketing materials. Where we have not been informed of any change of contact details or marketing preferences Living Room Health cannot be held responsible for any consequences arising as a result of the same.
Changes in applicable law
1.22 You acknowledge and accept that Applicable Law may change and prevent Living Room Health from providing certain treatment or services. If Living Room Health becomes aware that such a change has occurred and the change has an effect on your treatment or service, Living Room Health will contact you to inform you of this and its consequences.
1.23 Living Room Health may transfer and assign your Agreement to any person who acquires all or substantially all of the assets of Living Room Health or to any other member of Living Room Health Group.
Third party rights
1.24 Except for you and Living Room Health or any insurer or third party to the extent agreed by Living Room Health, no person will have any rights under or in connection with these Terms.
Law and the courts
1.25 These Terms are governed by and shall be construed in accordance with English law and the courts of England and Wales shall have non-exclusive jurisdiction.
- Patients with private medical insurance or a third party sponsor
Before your treatment
2.1 If you have private medical insurance you will need to speak to your insurer in advance of your treatment to get confirmation that your treatment or service is covered by your insurance policy. We would recommend that you ask your insurer if there are any exceptions within your policy.
2.2 You will need to provide us with details of your insurer, your registration number, your level of cover, scheme details and your pre-authorisation number which your insurer will provide to you.
2.3 Where you have a Sponsor who has agreed to pay for your treatment or service please ensure you have authorisation from them prior to booking your treatment or service with us.
2.4 If a Sponsor has agreed to pay for your treatment or service, Living Room Health will require details of such party including your relationship with them and contact details for them. Living Room Health reserves the right to verify with a Sponsor any arrangement in place between you and your Sponsor before agreeing to provide a treatment or service.
2.5 You agree to provide all information requested by Living Room Health to verify, to our satisfaction details of any such arrangement including a letter of guarantee from your sponsor confirming to us that they will cover the costs of your treatment or service at Living Room Health a minimum of five (5) working days prior to your admission date.
2.6 You agree with Living Room Health that you will pay for your treatment or service. Whilst you will remain responsible for the payment of your treatment or service, where you have private medical insurance or a third party has agreed to pay for your treatment or service;
(a) We will, where possible, process the claim for your treatment or service with your insurer or Sponsor, provided you have given us and your insurer or Sponsor all the information we need to do so. If this information is incomplete or inaccurate, we may not be able to process your claim and you will need to pay for your treatment or service, as set out in (c) below;
(b) Where we process your claim and your insurer or Sponsor pays us direct, the rate agreed between Living Room Health and your insurer or Sponsor will apply to your treatment or service;
(c) If your insurer or Sponsor fails to settle our invoices (or any part of them) within thirty (30) days of the date of the invoice we will assume that the outstanding amount will not be paid by them and you will become immediately liable for payment in full. We may invoice you direct or debit the relevant balance from your credit or debit cards in accordance with the process set out in paragraph 1.12;
(d) If we invoice you for your treatment or service, or for an element of it, you agree to pay us the amount invoiced within 30 days.
2.7 If no rate has been agreed between Living Room Health and your insurer or Sponsor in respect of your treatment or service, Living Room Health Standard Rates will apply to your treatment or service.
2.8 If you pay for your treatment or service and subsequently seek reimbursement from your insurer or Sponsor, and if no other rate has been expressly agreed between you and Living Room Health, Living Room Health Standard Rates will apply to your treatment or service. You must pay the full balance a minimum of three (3) working days prior to your scheduled admission date.
2.9 We recommend that you keep in contact with your insurer or Sponsor at each stage of the treatment or service you receive to ensure you are appropriately covered.
What your insurance may not cover
2.10 Some insurers use treatment or service guidelines that may not match the professional medical opinion of the Consultants, nursing staff and other medical professionals providing your treatment or service. In some cases this can mean that your insurer may not pay for certain parts of the treatment or service you receive, and you will be required to pay for that part of your treatment or service. In particular you should note that treatment for complications may in some cases not be covered by insurance and in such cases you agree to cover the cost of your treatment or service.
2.11 Your insurance policy may not cover the cost of Sundry Items or other items such as specialist equipment, like crutches or wrist braces, or it may only cover part of such costs. You will be required to pay for any such items not reimbursed by your insurers before you are discharged.
2.12 If you are authorised for a procedure by your insurer and you choose to have a further procedure which is not covered by your policy, you will be given a Self-Pay price for this procedure. It is your responsibility to ensure that your insurer is made aware of the additional procedure(s).
- Self-funded patients
3.1 If you are paying for your own treatment or service and there are any changes to the treatment or service cost we will advise you of the costs prior to carrying out the treatment or service.
3.2 It is not always possible to give an exact price for the treatment or service you will receive at Living Room Health and the total cost may depend on a number of factors, including any pre-existing conditions you may have. Living Room Health will always try to provide an accurate price and if the cost of your treatment or service is likely to exceed this price, Living Room Health will try to notify you as soon as possible.
3.3 You are responsible for the payment of all treatment or service you receive at Living Room Health.
“Applicable Law” means any and all laws, regulations, guidelines and professional obligations applicable to the provision of Care or the performance of services for you, including the requirements as regards treatment, procurement, research and storage of reproductive material;
“Treatment” means care, treatment, diagnosis provided by us;
“Service” means care services provided by us;
“Products” means goods provided by us;
“Consultants” means all consultants, surgeons and anaesthetists involved in your Care;
“Agreement” means these Terms, your treatments or services and the Admission Form/Consent Form/Patient Deposit Form;
“Price” means how much you will pay for your Treatment;
“Price” means the anticipated and estimated costs of your Treatment Plan according to the treatment or service you select;
“In-Clinic Team” means all staff in-clinic involved in your Care;
“Living Room Health” means Living Room Health clinics and facilities;
“Sponsor” means an employer, or other third party, as identified to Living Room Health;
“Terms” means these terms and conditions/Agreement;
“Living Room Health”, “we” or “us” means Living Room Health Limited;
“Living Room Health Standard Rates” means Living Room Health standard rates for treatments or services which we can provide upon request;