16th March 2026
1.1 What these terms cover.
These are the terms and conditions on which we supply the Services to you. These terms will form a contract between you and us if you decide to use our Services (the “Contract”). “We” are the organisation identified in Clause 2.1 below. “You” are the person identified in Clause 2.2 below.
1.2 You have accessed these terms via our website (www.thewatermillclinic.co.uk) and by accepting these terms, you are agreeing:
1.3 Why you should read them.
1.4 Definitions. For ease of reference the following terms shall have the following meanings in these terms:
| “Booking” | a booking made by you with us for the provision of a Consultation; |
| “Cancellation Fee” | the fee you pay to cancel our Services in accordance with clause 8 and as set out in clause 14.5 for annual health plans; |
| “Consultation” | any in-person medical consultation and related Services; |
| “Doctor” | a medical practitioner as defined in clause 7.2.1; |
| “Premises” | the premises at which the Services are provided to you from time to time; |
| “Website” | www.thewatermillclinic.co.uk; |
| “Service” / “Services” | those services provided by a Doctor. The list of available Services is available on the Website; |
| “Fee” / “Fees” | the charges for the Services, as agreed between us and varying dependent on the specific treatment programme. Current prices are listed on the Website. |
2.1 Who we are.
We are The Watermill Clinic Limited incorporated and registered in England and Wales. Our company registration number is 16247218 and our registered office is Wickham Surgery, Houghton Way, Wickham, Fareham, United Kingdom, PO17 5GU. We are registered with the Care Quality Commission.
2.2 Who you are.
2.3 You confirm that you have the right, authority and capacity to enter into these terms. If you do not agree with all of the provisions of these terms, do not access our Services.
2.4 How to contact us.
You can contact us by telephone or email at [email protected]. Details of all contact methods can be found on our website (www.thewatermillclinic.co.uk).
2.5 How we may contact you.
2.6 “Writing” includes emails.
When we use the words “writing” or “written” in these terms, this includes emails.
3.1 How we will accept your request for our Services.
4.1 On acceptance of your request for the Services you agree that you will attend the Premises on time. If not then, in addition to any other rights or remedies we may have, we shall be entitled to instruct the Doctor to refuse to provide the Services to you.
4.2 It is your obligation to ensure that the information you provide under Clause 3.1.1.1 is correct.
4.3 You must comply with all laws applicable in the UK or any other location that you access the Service from. If any laws applicable to you restrict or prohibit you from using the Services, you must comply with those legal regulations or, if applicable, stop accessing and/or using the Services.
5.1 If you wish to make a change to the Services please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the Services, their timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. We will agree any change with you in writing. Please note that a request to change or cancel the Services may result in a charge to you.
6.1 We may change the Services, without your consent, to reflect changes in relevant laws, regulatory requirements, the nature of our Services or the needs of our business. We will only make changes if we notify you in advance of the changes.
6.2 Clause 1.3.2 sets out details of how and why we may update these terms.
7.1 The Services which we will provide to you.
Subject to clauses 7.6 and 9, we will provide you with the Services as set out on the Website.
7.2 How we will provide the Services.
7.3 When we will provide the Services.
We will supply the Services to you at such times as agreed with you via our website or by telephone.
7.4 We are not responsible for delays outside our control.
If our performance of the Services is affected by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays in you being able to make a Booking or receive a Consultation caused by the event, but if there is a substantial delay you may contact us to end the Contract and receive a refund for any of the Services you have paid for but not received.
7.5 What will happen if you do not provide required information to us.
As we informed you in the description of the Services on our website and as set out at 3.1.1, we will need certain information from you so that we can provide the Services to you. We will ask for this information when you set up your account with us. If you do not provide the required information, then you will not be able to use our Services.
7.6 Reasons we may suspend the Services. We may have to suspend the Services available to you in the following circumstances:
7.7 Your rights if we suspend the Services.
We will contact you in advance to tell you we will be suspending the Services, unless the problem is urgent or an emergency. You may contact us to end the Contract if we suspend the Services and you cannot make a Booking or receive a Consultation. If you do so we will refund any sums you have paid in advance for the Services which we are not able to provide you with due to the suspension.
7.8 We may also suspend the Services if you do not pay.
If you do not pay us for the Services when you are supposed to (see clause 11) and you still do not make payment within 28 days of us reminding you that payment is due, we may suspend any additional Services you have requested until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the Services. We will not suspend the Services where you dispute the unpaid invoice. We will not charge you for the Services during the period for which they are suspended. As well as suspending the Services we can also charge you interest on your overdue payments.
7.9 Circumstances where we will suspend the Services immediately and may terminate the Contract.
8.1 Once you have confirmed your booking for the Services in accordance with clause 3.1, subject to clause 9, we will not charge you for the Services if you cancel the booking within 24 hours of your appointment.
8.2 If you change or cancel your booking for the Services after the cancellation period (less than 24 hours before the appointment) then you will be charged a Cancellation Fee of up to 100%, depending on the circumstances, and a £10 fee may be charged to cover administration costs for cancellations. We will process your payment and deduct the Cancellation Fee and:
9.1 Subject to this section, these terms will remain in full force and effect while you use the Services. Provided you are not in the course of receiving the Services from Doctors (including in respect of a Booking which has been made), you can always end the Contract between you and us as set out in these terms in a notification by email at any time.
9.2 We may suspend or terminate your rights to use the Services (including your account) at any time and at our sole discretion.
9.3 Upon termination of your rights under these terms, your right to access your account and use the Services will terminate immediately. You understand that any termination of your account may involve deletion of your user content associated with your account from our live databases.
9.4 We will not have any liability whatsoever to you for any termination of your rights under these terms, including for termination of your account or deletion of your user content. Even after your rights under these terms are terminated, clauses 12 and 14.2 will remain in effect.
9.5 What happens if you have good reason for ending the Contract. If you are ending the Contract for a reason set out at 9.5.1–9.5.5 below, the Contract will end immediately and we will refund you in full for any of the Services which have not been provided. The relevant reasons are:
In these circumstances you will be entitled to a full refund in respect of the Services you have paid for but not received at the time of termination.
9.8 What happens if you end the Contract without a good reason.
Unless you have a right to end the Contract immediately, the Contract will not end until 30 days after the day on which you contact us. We will refund any advance payment you have made for the Services which will not be provided to you but will retain all sums for the Services provided.
9.9 We may end the Contract if you break it. We may end the Contract at any time by writing to you if:
10.1 How to tell us about problems.
If you have any questions or complaints about the Services, please contact us using the details provided at clause 2.4 above.
10.2 Putting a problem right.
If you have raised an issue with our Service, we will endeavour to put it right. Depending on the circumstances, we may:
11.1 The price of the Services. The price for our Services are set out on the Website. If the price for all or any of our Services is not set out there for any reason and:
then we are entitled to charge you a reasonable price for our Services. However, we will always endeavour to provide full pricing information to you as set out above.
11.2 We will pass on changes in the rate of VAT.
If the rate of VAT changes between your order date and the date we provide the Services, we will adjust the rate of VAT that you pay, unless you have already paid for the Services in full before the change in the rate of VAT takes effect.
11.3 When you must pay and how you must pay.
We will invoice you for the fees for the Services, either ahead of provision of the Services or on a monthly basis. The latest pricing is available on the Website. You shall pay the invoiced amounts within 30 days of the date of a correctly rendered invoice to the bank account as set out on the invoice.
11.4 We can charge interest if you pay late.
If you do not make any payment to us by the due date (see clause 11.1) we may charge interest to you on the overdue amount at the rate of 10% a year. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
11.5 What to do if you think an invoice is wrong.
If you think an invoice is wrong, please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.
12.1 If you suffer personal injury or death caused by our negligence, there is no limit on our potential liability to you.
12.2 We also do not seek to limit or exclude our potential liability for anything else which cannot be legally limited or excluded.
12.3 Other than under clauses 12.1 and 12.2, our liability to you is limited to 100% of the price you have paid to us for the Services.
12.4 We are not responsible to you for any acts or omissions of third parties, including in connection to the Premises or your arrangements with us operated from the Premises.
12.5 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this Contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both we and you knew it might happen, for example, if you discussed it with us prior to entering into this Contract.
12.6 Access to, and use of our Services is at your own discretion and risk, and you will be solely responsible for the quality of any data generated by devices you connect to our website and you will be solely responsible for any damage to your device or computer system or resulting loss of data arising from your use of our website or any cyberattack on our website.
You expressly consent to providing us with personal information, including medical information.
13.1 How we will use your personal information. We will use the personal information you provide to us:
13.2 We will only give your personal information to other third parties where the law either requires or allows us to do so.
13.3 Any information you have provided to us through our website will be subject to our Website Privacy Policy which can be found here: www.thewatermillclinic.co.uk. We will retain your medical records in relation to the Services provided in accordance with the law and our policies which we can make available to you on request.
14.1 We may transfer this agreement to someone else.
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Contract. This Contract is between you and us. No other person shall have any rights to enforce any of its terms.
14.2 If a court finds part of this Contract illegal, the rest will continue in force.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.3 Which laws apply to this Contract and where you may bring legal proceedings.
These terms are governed by English law and you can bring legal proceedings in respect of the Services in the English courts.
14.4 Alternative dispute resolution.
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. For details please see the complaints policy link on our website at www.thewatermillclinic.co.uk. If you are not happy with how we have handled any complaint, you may want to contact the Independent Sector Complaints Adjudication Service (ISCAS). You can submit a complaint to them via their website at www.iscas.org.uk.