Terms and Conditions

Definitions and Interpretations

In these terms and conditions, the following words and expressions shall have the meanings respectively set against:

“BSqM” - Berkeley Square Medical
“Consent Form” - The consent form signed by the Patient consenting to the Relevant Treatment;
“Consultation” – An in-person appointment with a Relevant Practitioner;
“Cooling Off Period” - A stated amount of time in which a patient is not permitted to undergo their relevant treatment;
“Doctor” - A General Medical Practitioner being registered to practice with the General Medical Council;
“Non-Surgical Treatment “ - Treatment supplied by Berkeley Square Medical not being a Surgical Procedure.
“Nurse” - A nurse registered to practice by the UK Nursing and Midwifery Council;
“Patient” - Any person who has entered or is contemplating entering into a contract for a Surgical Procedure or Non-Surgical Treatment with Berkeley Square Medical
“Patient Guide” - The pack of information so called to be provided to Patients by Berkeley Square Medical;
“Procedure” - A procedure to be procured by Berkeley Square Medical for a Patient of a surgical nature to be performed by a Surgeon / Doctor;
“Readmission Policy” - As set out in the Patient’s Guide relating to the re-admission of your surgical or non-surgical procedure
“Refund Policy” - As set out in the Patient’s Guide relating to the refund of payments;
“Relevant Practitioner” - A Nurse, Surgeon or Doctor (as the case may be);
“Relevant Treatment” - The Procedure or Non-Surgical Treatment booked through Berkeley Square Medical carried out or to be carried out on the Patient by a Relevant Practitioner;
“Surgeon” - Means a medical practitioner being registered to practice with the General Medical Council.

1.0 – Berkeley Square Medical Obligations

In providing a Relevant Treatment for a Patient, Berkeley Square Medical shall:

Ensure all procedures are only carried out by a surgeon on the specialist registrar as a Plastic Surgeon with the GMC UK or International equivalent.
Ensure non-surgical Treatments are carried out by a Relevant Practitioner registered in the UK.
Perform all procedures and relevant treatments at facilities registered and regulated by the UK Care Quality Commission (CQC) UK.
Provide the patient with such information that can be reasonably expected to be necessary for the patient to understand the nature of the Relevant Treatment being offered together with the benefits and the risks normally associated with such Relevant Treatment.

1.1 – Patient Obligations

The patient should be responsible for reading and understanding the Patients Booklet or information literature provided by us via print or digitally before and after their relevant treatment.
The patient should be responsible for reading and understanding any medical notes and consent forms provided during the journey of their surgery, from initial inquiry to the date of their relevant treatment.
Make payments on invoices as they fall due in relation to their relevant treatment.
Patients are responsible for ensuring they sign and submit medical assessments and consenting forms for surgery within the time frames specified.
Patients are responsible for arranging their post-operative appointments (except their first post-operative appointment). Berkeley Square Medical advises that any surgery performed by your surgeon is reviewed at approximately 3 months, and then as dictated by your surgeon for future appointments.
Patients are responsible for attending their post-surgery appointments and surgeon review appointments at the recommended times set out by their surgeon. Failure to attend surgeon review appointments will invalidate their aftercare that is provided as a part of their surgery/treatment.

1.2 – Medical Disclosure and Accuracy of Information

You are responsible for providing full, accurate and truthful information about your medical history, current health, medications, and any past or ongoing medical or specialist care. This applies to your Medical Assessment form, your consultation, and your consent and booking documentation, and includes any condition, diagnosis, treatment or investigation that could affect your suitability or safety for surgery or anaesthesia.
You must also inform us promptly of any change to your health or medical circumstances that arises at any time before your surgery date.
Our surgeon and clinical team rely entirely on the information you provide to assess your suitability for treatment. If you withhold, omit or misstate any material medical information, and this leads to your surgery being cancelled or postponed, or to you being found unsuitable for surgery at any stage, this will be treated as a cancellation attributable to you. In those circumstances the cancellation fee set out in the Cancellation Policy will apply in full and no refund of the surgery fee will be due, save for any goodwill amount the clinic may decide, at its sole discretion, to return.
Nothing in this clause affects our right, or the surgeon's sole responsibility under the Relationship With Relevant Practitioner clause, to cancel or decline surgery on medical or safety grounds.

2.0 – Relationship With Relevant Practitioner

BSqM accepts no responsibility for matters which are covered within the professional responsibility of the relevant Practitioner or Doctor. All Surgeons and Doctors remain independent Medical Professionals.
The Relevant Practitioner is fully insured against claims for professional negligence on terms that BSqM reasonably considers are normal given prevailing market conditions at the relevant time with either the Medical Defence Union, the Medical Protections Society, or another appropriate Medical Insurance organization.
The Relevant Practitioner holds the necessary qualifications and registration in the UK.
The Surgeon or Doctor is registered with the GMC (General Medical Council) in the UK.
Without prejudice to the generality of the above, the Surgeon or Doctor is solely responsible for deciding whether or not the patient is suitable for the Relevant Treatment.

3.0 – Payments Policy

The patient shall pay the costs of their relevant treatment(s) at times when they fall due. BSqM Refund Policy shall apply to all such payments. All fees for the Relevant Treatment(s) shall be paid in accordance with any payment schedule agreed with the Patient on the dates stated in their payment schedule. Payments for Relevant Treatments are currently exempt from VAT.
Any late/delayed payments or breach in the payment schedule of the patient may result in cancellation of their consultation or relevant treatment. The administration cost to any decision made by BSqM to cancel a patient’s consultation or relevant treatment due to late payment is set out in our Cancellation Policy below.
All payments of £250.00 and above by credit/debit card must be paid by the patient undergoing the relevant treatment. Payments over £250.00 made by any cardholder other than the patient will not be accepted without prior approval.
Patients who wish to have their relevant treatment (any payments over £250) paid on their behalf by a 3rd Party (E.g., Parent, Spouse, Partner Etc) must be made via Bank Transfer to BSqM.
Payments over £650.00 must be paid by Bank Transfer.

4.0 – Rescheduling Policy

CONSULTATIONS / SURGEON APPOINTMENTS

Consultations with relevant practitioners may carry a consultation fee. Upon booking a consultation, if you subsequently decide to reschedule that date, an administration fee may apply. In cases where a patient reschedules their booked consultation giving:

More Than 28 Days’ Notice from the Consultation Date and not less than 28 days from your consultation date is – NO CHARGE
Less Than 28 Days’ Notice from the Consultation Date: £50.00
Non-Attendance: £100.00
All notices to reschedule must be emailed to [email protected].
These fees will be deducted from any payments already made towards the appointment or added to the cost of any rescheduled consultation.
Reschedule of your consultation must be rebooked within 28 days after the original consultation or it will be treated as £100 cancellation of your original consultation booking.

PROCEDURES (SURGERY)

If your confirmation of surgery is booked or confirmed less than 14 days before your proposed date of surgery, the terms mentioned below remain applicable. Upon paying your deposit amount to confirm your surgery date, if there is a request to reschedule the original date, a rescheduling administration fee will apply. In cases where you reschedule your booked date for surgery giving up to:

More Than 30 Days’ Notice (from the Surgery date): £250.00
29 days until the Surgery date: £1300.00
All notices to reschedule must be emailed to [email protected].
These fees will be added to the total operation fee and will be payable prior to surgery.
Please note: This policy is not affected by Berkeley Square Medical’s 14 days “cooling off period”.
If you subsequently cancel rescheduled surgery, then Berkeley Square Medical’s refund policy will be applied based on the rescheduled period in both rescheduled and cancelled dates.
If you reschedule your surgery more than once, the full balance of your surgery will be payable upon any subsequent confirmation of a rescheduled date.

4.1 – YOU ARE COVERED FOR:

You are covered If you are deemed unfit or unwell on the day of surgery as indicated by our nursing team, Anaesthetist or Surgeon, your surgery will be rescheduled at no charge.
You are covered if you have been deemed unfit by another medical professional however, you are required to obtain a medical letter from that medical professional stating why you are unfit for your surgery.
You are covered should you test POSITIVE for COVID-19 via a test within 10-days before your surgery date. You will, however, be required to undergo a second COVID-19 test at an additional cost (if App).
Unexpected death of a family member, spouse, civil partner or bereavement caused. You will be required to provide evidence of death. Coverage under this section will be at the discretion of Berkeley Square Medical.

4.2 – YOU ARE NOT COVERED FOR:

Rescheduling your surgery due to being unfit for surgery caused by you not following pre-surgery requirements e.g., when you are advised to stop eating/drinking prior to surgery or taking certain medication for the day of surgery. This includes any restrictions or requests made by your surgeon at the time of your consultation.
Rescheduling your surgery due to failing to notify your surgeon of any pre-existing medical conditions that would deem you medically unfit to undergo your treatment at the time of your first surgeon consultation or within your medical assessment completed prior to your first appointment with your surgeon.
Rescheduling your surgery should you become pregnant prior to your surgery.
Rescheduling your surgery due to an elective change in your decision to undergo your surgery.

5.0 – Cancellation Policy

CONSULTATIONS / SURGEON APPOINTMENTS

Consultations with relevant practitioners may carry a consultation fee. Upon booking a consultation, if you subsequently decide to cancel your consultation, an administration fee may apply. In cases where patient cancels their booked consultation:

Within 28-Days of your booking being confirmed and not less than 28-days before your appointment date: (Please See Refund Policy Section): FULL REFUND
After 28-Days from your booking being confirmed (Cooling-off period): £50.00
Less than 28-Days from your consultation date: £50.00
Non-Completion of your Medical Assessment: £50.00
7-Days until the time of your consultation: £100.00
Non-Attendance / Non-Completion of your Medical Assessment: £100.00
All notices to cancel must be emailed to [email protected].
These fees will be deducted from any payments already made towards the appointment or added to the cost of any rescheduled consultation.

Out of respect for your privacy, and so that no patient is asked to share sensitive personal information at what may already be a difficult time, we do not ask for evidence or an explanation of the reason for cancelling or rescheduling a consultation. In fairness to all of our patients, the applicable consultation rescheduling and cancellation fees are therefore applied consistently, and the same for everyone, regardless of the reason given, including personal and family circumstances such as short-notice illness. Where suitable, and if the type of consultation you have booked can be carried out remotely, we will offer you the option of moving your appointment to an online video consultation as an alternative. Genuinely exceptional events outside your reasonable control are addressed separately under our Force Majeure clause (Clause 15.0). This provision relates to consultations only. Your fitness for surgery is assessed separately, and if you are found unwell or unfit for surgery you are protected as set out in Clause 4.1.

NOTE: All new consultation patients will receive their online medical assessment form before their consultation date. Medical Assessments must be completed and submitted within the stated time. Failure to submit Medical Assessments within the specified time may result in automatic cancellation of your consultation.

PROCEDURES (SURGERY)

If you cancel your surgery, or due to late payments, your procedure has been cancelled by BSqM, any consultations fees are non-refundable. Berkeley Square Medical will also charge or retain the following administration costs if cancellation is within the following time periods:

If cancellation of your surgery is:

30 Days or more Before your Surgery Date: £400.00
15 to 29 Days before your Surgery Date: 50% of Total Surgery Fee
14 Days or less Before your Surgery Date: 100% of Total Surgery Fee
All notices to cancel must be emailed to [email protected]

6.0 – Refund Policy

Completed Surgeon Consultations, Medical Imaging Services, and any Pathology/Pre-Operative Tests are non-refundable upon completion.
If you originally paid the fees by credit or debit card, you will be refunded to the same card only.
If you originally paid by cash or cheque, the refund will, in both instances, be refunded via a bank transfer.
All refunds are processed within 21 days from the agreement to any refund.
Refunds made to debit or credit cards carry a refund processing fee of 5% deducted from the refund amount.
Any refunds due which are not claimed within 12 months of the final payment will be forfeited.

7.0 – Pre-Operative Care

TESTS AND INVESTIGATIONS Any tests, investigations indicated by our clinical team or surgeon are not included in the cost of your surgery invoice. However, pre-operative requirements of MRSA are included in the cost of your surgery. Should you cancel your procedure, the costs of any tests or investigations will be charged at the applicable cost.

8.0 – Post-Operative Care

Tests & Investigations – Any tests, Investigations indicated by a clinical team, within the first 28-day period following surgery, will be provided free of charge. Any care commenced during this period will be continued on this basis as deemed necessary by the clinical team and our surgeon.

Consultations & Reviews – Any follow-up consultations with your Surgeon are always included in the cost of your surgery. Should you request a subsequent review with your surgeon to repeat details previously discussed with your surgeon, a consultation fee will apply.

A cost of £50.00 will be payable if you fail to attend any of your post-operative appointments without giving at least 24-hour’s notice before the appointment date.
Post-operative review appointments with the clinic nurse or your surgeon will be provided in line with the post-operative care regime for your procedure, or as your recovery dictates. No further appointments are required unless clinically indicated by your surgeon.
Patients are responsible for arranging their post-operative appointments. Berkeley Square Medical advises that any surgery performed by your surgeon is reviewed at 3-4 months and thereafter as your surgeon dictates based on your recovery progress. All appointments are included in the cost of your surgery (excluding no-show/failure to attend appointment charges). All patients are advised to book 3-5 months in advance for Surgeon Post Operative appointments.
Review appointments with your surgeon will be provided in line with the post-operative care regime for your procedure, or as your recovery dictates. There will be a fee for surgical consultations outside of our readmission period which is 16-Months after your surgery date.

ONLINE MESSAGING AFTERCARE SERVICE

Online Messaging is a Messaging Service for sending messages or photos during and after normal clinic hours for general medical assistance.

This service is available 24-hours a day and available for the first 14-days after your surgery only.
The service is only for medical questions relating to your recovery and aftercare.
This service is not provided for arranging appointments, requesting medical notes/letters or new patient referrals.
Any requests in Point-3 of this section (Online Messaging Aftercare Service) may not be attended to if requested by this service. Please contact Berkeley Square Medical by email at [email protected] for all other queries.

9.0 – Re-Admission Policy

For up to 12 months after your procedure If, after your operation (allowing 12 months for recovery to be completed and for you to be assessed by your surgeon), you and your surgeon agree that revision surgery (as part of the original procedure) is necessary to correct a consented risk associated with your surgery, Berkeley Square Medical will offer a revision surgery at no additional Surgeon or Clinical cost.

This does not include hospital, anaesthetic, and pre-operative test fees.

After 16-months from your surgery date, Berkeley Square Medical’s usual full fees will apply.
Berkeley Square Medical will not provide continuing surgery at special rates where the results of the surgery originally provided have been affected by changes in lifestyle, illness, or the natural aging process.
Or where the original surgeon is not available, Berkeley Square Medical reserves the right to review the basis upon which any additional surgery is provided.
This policy may be affected if the patient moves away from the area in which they lived when the original surgery was provided.
This policy may be affected if a patient fails to attend review appointments or follow advice and guidance as indicated by our clinical team.

10.0 – Use of AI in Medical Record Keeping

At Berkeley Square Medical, we are committed to delivering the highest standards of medical care, clinical safety, and professional service. We aim to meet or exceed all applicable UK regulatory expectations, and we view patient feedback as a valuable tool in maintaining those standards.

While the vast majority of our patients are satisfied with their care, we recognise that on rare occasions, concerns may arise. When this happens, we take a structured and fair approach to reviewing the matter internally.

Raising a Concern Informally: If you are dissatisfied with any aspect of your experience, we encourage you to raise the matter at the earliest opportunity with a member of our staff. Many concerns can be addressed informally and resolved quickly with clarification or further explanation.
Submitting a Formal Complaint: If you wish to make a formal complaint, please do so in writing either by post or by email:

Berkeley Square Medical
64 Harley Street
London, W1G 7HB
Email: [email protected]

Formal complaints should be made within 12 months of the incident or within 12 months from the conclusion of clinical care or aftercare — whichever is later. Complaints raised beyond this time may not be eligible for investigation unless exceptional circumstances apply.

Once received, your complaint will be acknowledged in writing within five working days.
Complaint Review Process: Your complaint will be reviewed by a senior member of the clinic, typically a Hospital Director, who was not directly involved in your original care. They will conduct a thorough investigation into the matter, which may include:
- Reviewing clinical records and correspondence
- Speaking with staff involved in your care
- Consulting external advisors, where necessary
A formal written response will be provided to you within 28 calendar days of receiving your complaint. If the investigation requires more time, we will notify you with an explanation and a revised timeframe.

You may be invited to attend a meeting with a Hospital Director to discuss the findings and any proposed resolution, if this is deemed appropriate.
Investigation Objectives: Our investigation will aim to:
- Examine the facts objectively and fairly
- Provide a clear and reasoned explanation in response to the complaint
- Identify whether improvements or learning outcomes are required
- Maintain professional standards and confidentiality for all parties
Please note: An apology or admission of error will only be issued where the investigation confirms that one is justified.
Escalation Process: If you remain dissatisfied after receiving the formal response, you may request a second-stage review, provided your request meets the following criteria:

Your escalation request must:
- Be submitted in writing within 28 days of receiving our formal response
- Clearly state the aspects of your complaint that remain unresolved
- Identify any new and relevant information not previously considered
- Demonstrate that the initial investigation did not follow due process or omitted material issues
General dissatisfaction alone is not sufficient grounds for escalation.

If your request meets the criteria for escalation, we will acknowledge it within five working days, and a formal second-stage response will be issued within 28 calendar days.

This review will be carried out by a senior member of the Hospital Advisory Committee who was not involved in the original investigation. Their responsibility is to assess whether the complaint was handled appropriately, in line with internal policy and professional standards.

Berkeley Square Medical reserves the right to decline an escalation if it does not meet the above conditions.
External Review Options: If you have exhausted our internal process and still feel that your concerns have not been adequately addressed, you may seek further guidance or independent review through one of the following external bodies:

Parliamentary and Health Service Ombudsman:
https://www.ombudsman.org.uk

Care Quality Commission (CQC):
https://www.cqc.org.uk

Chartered Trading Standards Institute:
https://www.tradingstandards.uk/consumers/support-advice
Policy Notes:
- All formal complaints and investigations are confidential and handled in accordance with applicable data protection and clinical governance standards.
- We do not investigate anonymous complaints or those that are considered malicious, abusive, or without reasonable basis.
- This policy does not override any statutory rights or external regulatory procedures available to patients.

11.0 – Access To Medical Records

Medical Leave Letters - £25.00
Surgeon Notes - £0.00
Surgery and Theatre Notes - £0.00

12.0 – Our Complaints Procedure

At Berkeley Square Medical, we are committed to delivering the highest standards of medical care, clinical safety, and professional service. We aim to meet or exceed all applicable UK regulatory expectations, and we view patient feedback as a valuable tool in maintaining those standards.

While the vast majority of our patients are satisfied with their care, we recognise that on rare occasions, concerns may arise. When this happens, we take a structured and fair approach to reviewing the matter internally.

Raising a Concern Informally: If you are dissatisfied with any aspect of your experience, we encourage you to raise the matter at the earliest opportunity with a member of our staff. Many concerns can be addressed informally and resolved quickly with clarification or further explanation.

Submitting a Formal Complaint: If you wish to make a formal complaint, please do so in writing either by post or by email:

Berkeley Square Medical
64 Harley Street
London, W1G 7HB
Email: [email protected]

Formal complaints should be made within 12 months of the incident or within 12 months from the conclusion of clinical care or aftercare — whichever is later. Complaints raised beyond this time may not be eligible for investigation unless exceptional circumstances apply.

Once received, your complaint will be acknowledged in writing within five working days.

Complaint Review Process: Your complaint will be reviewed by a senior member of the clinic, typically a Hospital Director, who was not directly involved in your original care. They will conduct a thorough investigation into the matter, which may include:
- Reviewing clinical records and correspondence
- Speaking with staff involved in your care
- Consulting external advisors, where necessary
A formal written response will be provided to you within 28 calendar days of receiving your complaint. If the investigation requires more time, we will notify you with an explanation and a revised timeframe.

You may be invited to attend a meeting with a Hospital Director to discuss the findings and any proposed resolution, if this is deemed appropriate.

Investigation Objectives: Our investigation will aim to:
- Examine the facts objectively and fairly
- Provide a clear and reasoned explanation in response to the complaint
- Identify whether improvements or learning outcomes are required
- Maintain professional standards and confidentiality for all parties
Please note: An apology or admission of error will only be issued where the investigation confirms that one is justified.

Escalation Process: If you remain dissatisfied after receiving the formal response, you may request a second-stage review, provided your request meets the following criteria:

Your escalation request must:
- Be submitted in writing within 28 days of receiving our formal response
- Clearly state the aspects of your complaint that remain unresolved
- Identify any new and relevant information not previously considered
- Demonstrate that the initial investigation did not follow due process or omitted material issues
General dissatisfaction alone is not sufficient grounds for escalation.

If your request meets the criteria for escalation, we will acknowledge it within five working days, and a formal second-stage response will be issued within 28 calendar days.

This review will be carried out by a senior member of the Hospital Advisory Committee who was not involved in the original investigation. Their responsibility is to assess whether the complaint was handled appropriately, in line with internal policy and professional standards.

Berkeley Square Medical reserves the right to decline an escalation if it does not meet the above conditions.

External Review Options: If you have exhausted our internal process and still feel that your concerns have not been adequately addressed, you may seek further guidance or independent review through one of the following external bodies:

Parliamentary and Health Service Ombudsman:
https://www.ombudsman.org.uk

Care Quality Commission (CQC):
https://www.cqc.org.uk

Chartered Trading Standards Institute:
https://www.tradingstandards.uk/consumers/support-advice

Policy Notes:
- All formal complaints and investigations are confidential and handled in accordance with applicable data protection and clinical governance standards.
- We do not investigate anonymous complaints or those that are considered malicious, abusive, or without reasonable basis.
- This policy does not override any statutory rights or external regulatory procedures available to patients.

13.0 – Data Protection

BSqM processes data relating to patients in connection with the Relevant Treatment provided to those patients in accordance with these terms and conditions.
BSqM wishes to disclose data relating to Patients to the Surgeons, Doctors, and Nurses during the Relevant Treatment, and BSqM wishes to have the consent of the Patient to such disclosure.
The patient is deemed to consent to the disclosure of sensitive personal data by BSqM to Surgeons, Doctors, and Nurses for the purpose of discussing the Patients' Treatment.
The Patient acknowledges that BSqM is obtaining this consent for themselves in order that they may comply with the provisions of the Data Protection Act 1998.

14.0 – Legal Jurisdiction

The service provided by BSqM, and the Relevant Practitioners shall be governed by the laws of England and Wales, whose courts shall have exclusive jurisdiction.

15.0 – Force Majeure Clause

This section is in the unlikely event that a medical appointment, treatment, or surgery has to be rescheduled due to a force majeure event. Examples of Force Majeure incidents include but are not limited to natural causes (fire, storms, floods), governmental or societal actions (war, invasion, civil unrest, labour strikes), infrastructure failures (transportation, energy), medical professionals involved in your treatment who are unfit/unwell to conduct your appointment or surgery.

What you are fully covered for:
- Any rescheduled fees associated with your appointment, treatment, or surgery.
- Undertaking a new MRSA test (if applicable).
What you are not covered for:
- Travel or accommodation costs associated with attending your appointment, treatment, or surgery.
- Any pre-operative tests conducted less than 72 hours before a treatment or surgery. E.g., a COVID-19 Lateral Flow Test.
- In the event of a force majeure incident, the Reschedule Policy (Section: 4.0) will not apply.
- In the event of a force majeure incident, the Cancellation Policy (Section: 5.0) will be applied should you decide to cancel your appointment, treatment, or surgery.

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