Terms & Conditions

Website Use

1. Introduction

Welcome to www.longevita.co.uk

This page tells you the terms on which you may use our website www.longevita.co.uk, whether as registered user or guest. Please read carefully before use.

By using the site, you accept the terms and agree to obey them. If you don’t accept them, please don’t use the site.

2. Who We Are

www.longevita.co.uk is operated by Longevita London Limited, a UK Limited company registered in England under company number 08332394.

Some important details about us:

Our registered office is at: 239-241 Kennington Lane London SE11 5QU
Our VAT number is: GB 177038395

3. Use of the Site

You have permission for temporary use of the site, but we can withdraw or change our service at any time without telling you and without being legally responsible to you.

You must treat all identification codes, passwords and other security information as confidential. If we think you have failed to keep confidentiality, we are allowed to disable any security information (including your passwords and codes).

You agree to follow our acceptable use policy

If you allow anyone else to use our site, you must make sure that they read these terms first, and that they follow them.

Only use the site as allowed by law and these terms. If you don’t, we may suspend your usage, or stop it completely.

We frequently update the site and make changes to it, but we don’t have to do this, and material on the site may be out-of-date. No material on the site is intended to contain advice, and you shouldn’t rely on it. We exclude all legal responsibility and costs for reliance placed on the site by anyone.

We follow our privacy policy in handling information about you. You can read our privacy policy here

By using the site, you agree to us handling this information and confirm that data you provide is accurate.
If you order goods or services from us through the site, your order will take place under our Terms and Conditions of Supply.

4. Intellectual Property Rights

We are the owner or licensee of all intellectual property rights in the site and in any of the material posted on it. They are protected by copyright.

You are allowed to print one copy and download extracts of any page on the site for your personal reference, but not for commercial use without a licence from us. You must not alter anything, or use any illustrations, video, audio or photographs separately from the text that goes with them.

If you breach these terms, you lose your right to use our site, and must destroy or return any copies you have made.

5. Our Legal Responsibility to You

We do not guarantee the accuracy of material on our site. As far as legally possible, we exclude legal responsibility for the following:

Any loss to you arising from use of our site
Loss of income, profit, business, data, contracts, goodwill or savings.
We also exclude, as far as legally possible, all terms and warranties or promises implied by law or by statutes.
We don’t exclude legal responsibility for death or personal injury owing to our negligence, or legal responsibility for fraud or fraudulent misrepresentation, or for anything else where exclusion is not allowed by the law.

6. Uploading to Our Site

If you contact other users of our site or upload material to it, you must follow our acceptable use policy, which sets out standards for usage. You can read this policy here. You agree to reimburse us for any costs or expenses we incur as a result of any breach of this term.

Material that you upload will be regarded as non-confidential and not owned. This means that we can copy it, distribute it, and show it to other people for any purpose. You agree that if anyone else claims to own the material, or says that it breaches their rights, we can give them your identity.

We won’t be legally responsible to anybody for the accuracy of material that you upload to the site, and we can remove it at any time if we think it doesn’t follow our acceptable use policy.

7. Computer Offences

If you do anything which is a criminal offence under a law called the Computer Misuse Act 1990, your right to use the site will end straightaway. We will report you to the relevant authorities and give them your identity.

Examples of computer misuse include introducing viruses, worms, Trojans and other technologically harmful or damaging material.

You mustn’t try to get access to our site or server or any connected database or make any ‘attack’ on the site. We won’t be legally responsible to you for any damage from viruses or other harmful material that you pick up via our site.

8. Links to Our Site

You are allowed to make a legal link to our website’s homepage from your website if the content on your site meets the standards of our acceptable use policy. We can end this permission at any time.

You mustn’t suggest any endorsement by us or association with us unless we agree in writing.

9. Links From Our Site

Links from our site to other sites are only for information. We don’t accept responsibility for other sites or any loss you suffer from using them.

10. Variation

We change these terms from time to time and you must check them for changes because they are binding on you.

11. Trade Mark

Longevita is our UK Registered trademark.

12. Applicable Law

12.1 The Parties will use their best efforts to negotiate in good faith and settle any dispute that may arise out of or relate to this Agreement or any breach of it.

12.2 If any such dispute cannot be settled amicably through ordinary negotiations between the Parties, or either or both is or are unwilling to engage in this process, either Party may propose to the other in writing that structured negotiations be entered into with the assistance of a fully accredited mediator before resorting to litigation.

12.3 If the Parties are unable to agree upon a mediator, or if the mediator agreed upon is unable or unwilling to act and an alternative mediator cannot be agreed, any party may within 14 days of the date of knowledge of either event apply to LawBite to appoint a mediator under the LawBite Mediation Procedure.

12.4 Within 14 days of the appointment of the mediator (either by mutual agreement of the Parties or by LawBite in accordance with their mediation procedure), the Parties will meet with the mediator to agree the procedure to be adopted for the mediation, unless otherwise agreed between the parties and the mediator.

12.5 All negotiations connected with the relevant dispute(s) will be conducted in confidence and without prejudice to the rights of the Parties in any further proceedings.

12.6 If the Parties agree on a resolution of the dispute at mediation, the agreement shall be reduced to writing and, once signed by the duly authorised representatives of both Parties, shall be final and binding on them.

12.7 If the Parties fail to resolve the dispute(s) within 60 days (or such longer term as may be agreed between the Parties) of the mediator being appointed, or if either Party withdraws from the mediation procedure, then either Party may exercise any right to seek a remedy through arbitration by an arbitrator to be appointed by LawBite under the Rules of the LawBite Arbitration Scheme.

12.8 Any dispute shall not affect the Parties’ ongoing obligations under the Agreement.

12.9 The English courts have the only right to hear claims related to our site, and all disputes are governed by English law.

13. Contact Us

Please email us at admin@longevita.co.uk to contact us about any issues.

Acceptable Use

1. Introduction

This is our acceptable use policy. If you use our website, it means that the policy applies to you and that you agree with it as part of our Website Terms

We may change these terms, so we expect you to check this page from time to time as the changes will be binding on you. There may also be changes elsewhere on our site.

2. Who We Are

www.longevita.co.uk is operated by Longevita London Limited, a UK Limited company registered in England under company number 08332394.

Some important details about us:

Our registered office is at: 239-241 Kennington Lane London SE11 5QU
Our VAT number is: GB 177038395

3. What You Must Do?

You must not use the site to do any of the following:

• Break any laws or regulations
• Do anything fraudulent, or which has a fraudulent effect
• Harm or attempt to harm minors
• Do anything with material that does not meet our content standards (these are listed below)
• Do anything with unsolicited advertising material (known as spam)
• Transmit any data or material that is harmful to other programs, software, or hardware (for example, viruses, Trojan horses, worms, etc.)
• Copy in any way or re-sell any part of our site (unless we allow it under our website terms)
  Interfere with or damage any part of our site, equipment, network, software or storage arrangements.

4. Content Standards

Here are our content standards. They apply to all material that you contribute to our site and to all interactive services.

You must follow these standards carefully, but please also follow the spirit of them.

Your contributions must be:

• Accurate (if they are factual)
• Genuine (if they state opinions)
• Within the law.

Your contributions must not be:

• Defamatory, obscene or offensive
• Likely to deceive, harass, annoy, threaten, or invade someone else’s privacy.

And they must not:

• Promote material that is sexually explicit
• Promote violence, or discrimination based on race, sex, religion, nationality, age, disability, or sexual orientation
• Infringe anyone else’s intellectual property
• Be used to impersonate anyone, or misrepresent anyone’s identity
• Encourage or assist anything that breaks the law.

5. Interactive Services

Our standards for interactive services, such as chat rooms and bulletin boards, are as follows:

• We will tell you clearly about the service
• We will tell you what form of moderation we use for the site
• We will try to assess risks on the site (especially for children) and will moderate if we think it is appropriate.

Please note, however, that we are not required to moderate our interactive service. We will not be responsible for any loss to anyone who does not use our site according to our standards (whether or not we have moderated the service).

6. Important Notice for Parents

Use of our interactive service by a child is subject to parental consent.

If you permit your child to use the service, we advise you to explain the risks. Moderation is not always effective.

Please contact us if you have a concern about moderation.

7. Disclosure to Courts

If you have to disclose Confidential Information by order of a court or other public body you may do so.

8. Suspension and Termination

If we think you have breached this policy, we will take whatever steps we think are necessary.

These might include:

• Stopping your use of the site temporarily or permanently
• Removing material you have put on the site
• Sending you a warning
• Taking legal action
• Telling the right authorities.

We exclude legal responsibility and cost for actions we take to deal with your breach of our policy.

Privacy & Cookies

1. Introduction

This is our privacy policy. It tells you how we collect and process data received from you on our site. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

If you have any comments on this privacy policy, please email them to admin@longevita.co.uk

2. Who We Are

Here are the details that the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regards to the processing of personal data and on the free movement of such data, known as General Data Protection Regulation (GDPR) says we have to give you as a ‘data controller’:

Our site address is 239-241 Kennington Lane London SE11 5QU
Our company name is Longevita London Limited
Our registered address is 239-241 Kennington Lane London SE11 5QU
Our Data Protection Officer can be contacted at admin@longevita.co.uk

3. What We May Collect

We may collect and process the following data about you:

• Information you put into forms or surveys on our site at any time
• A record of any correspondence between us
• Details of transactions you carry out through our site
• Details of your visits to our site and the resources you use
• Information about your computer (e.g. your IP address, browser, operating system, etc.) for system administration and to report aggregate information to our advertisers

Under GDPR we will ensure that your personal data is processed lawfully, fairly, and transparently, without adversely affecting your rights. We will only process your personal data if at least one of the following basis applies:

a) you have given consent to the processing of your personal data for one or more specific purposes;
b) processing is necessary for the performance of a contract to which you are a party or in order to take steps at the request of you prior to entering into a contract;
c) processing is necessary for compliance with a legal obligation to which we are subject;
d) processing is necessary to protect the vital interests of you or of another natural person;
e) processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller; and/or
f) processing is necessary for the purposes of the legitimate interests pursued by us or by a third party such as our credit card payment processing, except where such interests are overridden by the fundamental rights and freedoms of the data subject which require protection of personal data, in particular where the data subject is a child.

4. Cookies

The site uses cookies or similar technology to collect information about your access to the site. Cookies are pieces of information that include a unique reference code that a website transfers to your device to store and sometimes track information about you.

A few of the cookies we use last only for the duration of your web session and expire when you close your browser. Other cookies are used to remember you when you return to the site and will last for longer.
All cookies used on our site are set by us.

Most computer and some mobile web browsers automatically accept cookies but, if you prefer, you can change your browser to prevent that or to notify you each time a cookie is set. You can prevent the setting of cookies by adjusting the settings on your browser. Please note however, that by blocking or deleting cookies you may not be able to take full advantage of the site.

Our cookies will be used for:

Essential session management – creating a specific log-in session for a user of the site in order that the site remembers that a user is logged in and that their page requests are delivered in an effective, secure and consistent manner; recognising when a user of the site has visited before allowing us to identify the number of unique users we receive to the site and make sure we have enough capacity for the number of users that we get; recognising if a visitor to the site is registered with us in any way; we may also log information from your computer including the existence of cookies, your IP address and information about your browser program in order to allow us to diagnose problems, administer and track your usage of our site.

Functionality – customising elements of the promotional layout and/or content of the pages of the site.

Performance and measurement – collecting statistical information about how our users use the site so that we can improve the site and learn which parts are most popular to users.

5. How We Use What We Collect

We use information about you to:

• Present site content effectively to you.
• Provide information, products and services that you request, or (with your consent) which we think may interest you.
• Carry out our contracts with you.
• Allow you to use our interactive services if you want to.
• Tell you our charges.
• Tell you about other goods and services that might interest you. We will also let other people do this, and we (or they) may contact you.
• If you are already our customer, we will only contact you electronically about things similar to what was previously sold to you.
• If you are a new customer, you will only be contacted if you agree to it.
• If you don’t want to be contacted for marketing purposes, please tick the relevant box that you will find on screen or send an email to marketing@longevita.co.uk requesting to unsubscribe from our list.

Please note: We don’t identify individuals to our advertisers, but we do give them aggregate information to help them reach their target audience, and we may use information we have collected to display advertisements to that audience.

In addition, if you don’t want us to use your personal data for any of the other reasons set out in this section in 5, you can let us know at any time by contacting us at admin@longevita.co.uk, and we will delete your data from our systems. However, you acknowledge this will limit our ability to provide the best possible services to you.

In some cases, the collection of personal data may be a statutory or contractual requirement, and we will be limited in the services we can provide you if you don’t provide your personal data in these cases.

6. Where We Store Your Data

We may transfer your collected data to storage outside the European Economic Area (EEA). It may be processed outside the EEA to fulfil your order and deal with payment.

By giving us your personal data, you agree to this arrangement. We will do what we reasonably can to keep your data secure.

Payment will be encrypted. If we give you a password, you must keep it confidential. Please don’t share it. Although we try to provide protection, we cannot guarantee complete security for your data, and you take the risk that any sending of that data turns out to be not secure despite our efforts.

We only keep your personal data for as long as we need to in order to use it as described above in section 5, and/or for as long as we have your permission to keep it. In any event, we will conduct an annual review to ascertain whether we need to keep your personal data. Your personal data will be deleted if we no longer need it.

7. Disclosing Your Information

We are allowed to disclose your information in the following cases:

• If we want to sell our business, or our company, we can disclose it to the potential buyer.
• We can disclose it to other businesses in our group.
• We can disclose it if we have a legal obligation to do so, or in order to protect other people’s property, safety or rights.
• We can exchange information with others to protect against fraud or credit risks.
• We may contract with third parties to supply services to you on our behalf. These may include payment processing, search engine facilities, advertising and marketing. In some cases, the third parties may require access to some or all of your data.

Where any of your data is required for such a purpose, we will take all reasonable steps to ensure that your data will be handled safely, securely, and in accordance with your rights, our obligations, and the obligations of the third party under GDPR and the law.

You can ask us not to use your data for marketing. You can do this by ticking the relevant boxes on our forms, or by contacting us at any time at marketing@longevita.co.uk

8. Your Rights

Under the GDPR, you have the right to:

• request access to, deletion of or correction of, your personal data held by us at no cost to you;
• request that your personal data be transferred to another person (data portability);
• be informed of what data processing is taking place;
  restrict processing;
• to object to processing of your personal data; and
  complain to a supervisory authority.

You also have rights with respect to automated decision-making and profiling as set out in section 11 below.

To enforce any of the foregoing rights or if you have any other questions about our site or this Privacy Policy, please contact us at admin@longevita.co.uk

9. Link to Other Sites

Please note that our terms and conditions and our policies will not apply to other websites that you get to via a link from our site. We have no control over how your data is collected, stored or used by other websites and we advise you to check the privacy policies of any such websites before providing any data to them.

10. Changes

If we change our Privacy Policy, we will post the changes on this page. If we decide to, we may also email you.

11. Automated Decision-Making and Profiling

11.1 In the event that we use personal data for the purposes of automated decision-making and those decisions have a legal (or similarly significant effect) on you, you have the right to challenge to such decisions under GDPR, requesting human intervention, expressing their own point of view, and obtaining an explanation of the decision from us.

11.2 The right described in section 11.1 does not apply in the following circumstances:

a) the decision is necessary for the entry into, or performance of, a contract between the you and us;
b) the decision is authorised by law; or
c) you have given you explicit consent.

11.3 Where we use your personal data for profiling purposes, the following shall apply:

a) Clear information explaining the profiling will be provided, including its significance and the likely consequences;
b) Appropriate mathematical or statistical procedures will be used;
c) Technical and organisational measures necessary to minimise the risk of errors and to enable such errors to be easily corrected shall be implemented; and
d) All personal data processed for profiling purposes shall be secured in order to prevent discriminatory effects arising out of profiling.

12. Dispute Resolution

12.1 The Parties will use their best efforts to negotiate in good faith and settle any dispute that may arise out of or relate to this Privacy Policy or any breach of it.

12.2 If any such dispute cannot be settled amicably through ordinary negotiations between the parties, or either or both is or are unwilling to engage in this process, either party may propose to the other in writing that structured negotiations be entered into with the assistance of a fully accredited mediator before resorting to litigation.

12.3 If the parties are unable to agree upon a mediator, or if the mediator agreed upon is unable or unwilling to act and an alternative mediator cannot be agreed, any party may within 14 days of the date of knowledge of either event apply to LawBite to appoint a mediator under the LawBite Mediation Procedure.

12.4 Within 14 days of the appointment of the mediator (either by mutual agreement of the parties or by LawBite in accordance with their mediation procedure), the parties will meet with the mediator to agree the procedure to be adopted for the mediation, unless otherwise agreed between the parties and the mediator.

12.5 All negotiations connected with the relevant dispute(s) will be conducted in confidence and without prejudice to the rights of the parties in any further proceedings.

12.6 If the parties agree on a resolution of the dispute at mediation, the agreement shall be reduced to writing and, once signed by the duly authorised representatives of both parties, shall be final and binding on them.

12.7 If the parties fail to resolve the dispute(s) within 60 days (or such longer term as may be agreed between the parties) of the mediator being appointed, or if either party withdraws from the mediation procedure, then either party may exercise any right to seek a remedy through arbitration by an arbitrator to be appointed by LawBite under the Rules of the LawBite Arbitration Scheme.

12.8 Any dispute shall not affect the parties’ ongoing obligations under this Privacy Policy.

Complaints

At Longevita, we are committed to providing high-quality medical tourism facilitation services. If something goes wrong, we want to know so that we can improve our services and, where appropriate, seek a resolution.

Please note: Longevita is a facilitation company. We are not a medical provider and cannot accept liability for the outcome of medical treatment, surgical results, or clinical decisions. Complaints about medical procedures must be directed to the treating medical professional or institution.

1. Submitting a Complaint

1.1 If you wish to complain about the Facilitation Services we have provided, please email complaints@longevita.co.uk.

1.2 Please include:

• Your full name and patient reference number;
• The date of your treatment and destination;
• The specific clause of our Terms & Conditions you believe has been breached;
• A clear description of your complaint;
• Any supporting documents (e.g. correspondence, photographs, medical reports);
• The outcome you are seeking.

2. Eligibility & Timing

2.1 Any complaint about your clinical care or outcome must be made to the Clinician. If one reaches us, we may forward it to the Clinician without investigating it and will give you the Clinician’s contact details. The Clinician’s Treatment Terms explain the Clinician’s complaints procedure and where else you can go.

3. Process & Timeframes

3.1 Once we receive your complaint, the related department will:

• Acknowledge receipt within 2 business days;
• Review your patient file, written correspondence, and relevant call recordings;
• If required, request additional information from you.

3.2 Depending on complexity, investigations may take up to 2–4 weeks.

3.3 Once the investigation is complete, we will provide you with a written resolution proposal. If the matter is complex, we may also arrange a call to discuss.

3.4 If you accept our proposal, you will be asked to sign a settlement agreement confirming acceptance. Any action on our part will only be taken after this agreement is signed.

3.5 If you do not accept, the complaint will be independently reviewed by another manager not previously involved. Their decision will be considered final.

4. Limits of Remedy

4.1 Longevita generally cannot offer financial compensation, discipline medical staff, or provide corrective treatment.

4.2 Remedies may include:

• Clarification of information provided.

5. Unresolved Complaints

5.1 If you remain dissatisfied after our final response, you may seek independent legal advice.

5.2 These Terms do not restrict your statutory consumer rights.

Agency Terms

Longevita London Limited · Company No. 08332394

These Terms and Conditions govern your relationship with Longevita London Limited, a company registered in England with company number 08332394 and registered office address at 239–241 Kennington Lane, London SE11 5QU, United Kingdom (“Longevita”, “we”, “us”, “our”). They cover the services we provide to you and explain the level of our involvement in your Treatment. By agreeing to these terms, you are legally bound by them, so please read them carefully. In these Terms and Conditions, references to "you" and "your" refer to the person named on the booking.

Important — please read this first

We do not provide any medical treatments or services. Our role is to act as agent in respect of any bookings made by you, and to introduce you to an independent clinician of your choosing and handle the administration of your booking. The clinician provides your Treatment under their own Clinician Treatment Terms and is responsible for all of your clinical care before, during, and after your procedure.

Your contract for any medical treatment is with the Clinician, not with us. We accept no liability in relation to any contract you enter into or for any treatments or other services you purchase, or for the acts or omissions of any Clinician or other party(ies) connected with any treatments or services.

The price, paid in three steps. Your Quote shows the Treatment Price, which is the price of your Treatment. You pay the Medical Suitability Fee first, the Booking Fee when you confirm your treatment date, and the Treatment Price before you are admitted. The two fees are our own fees for our own services, and the Treatment Price is collected on behalf of the Clinician.

1. Definitions

1.1 In these terms:

“Admission” – Your registration at the Medical Facility on arrival for your Treatment.

“Appointment Schedule” – The document we issue on the Clinician’s behalf to you confirming your treatment dates.

“Booking Fee” – Our fee for the Stage 2 Facilitation Services.

“Clinician” – The healthcare professional with whom you enter a contract for your Treatment.

“Clinician’s Treatment Terms” – The Clinician’s own terms and conditions for your Treatment.

“Facilitation Services” – Longevita’s services described in clause 3.

“Medical Facility” – The hospital or clinic at which your Treatment takes place.

“Medical History Form” – The health questionnaire we ask you to complete for the Clinician.

“Medical Suitability” – The Clinician’s decision, based on your images, your completed Medical History Form and anything further the Clinician asks for, as to whether the Clinician is willing to treat you. It is a clinical judgment made by the Clinician alone.

“Medical Suitability Fee” – Our fee for the Stage 1 Facilitation Services.

“Quote” – The quotation for your Treatment Plan, issued by the Clinician or on the Clinician’s behalf.

“Rebooking Fee” – A fee payable for rebooking of your Treatment.

“Second Opinion Fee” – A reduced Medical Suitability Fee payable in respect of a clinical second opinion which you request.

“Treatment” – The procedure you book with the Clinician, and all associated clinical care, including consultation, examination, tests, the procedure, any inpatient stay, discharge, aftercare, follow-up and revision. Any inpatient stay is part of your Treatment, and is not a separate arrangement of accommodation.

“Treatment Plan” – The treatment plan the Clinician proposes for you.

“Treatment Price” – The price of your Treatment.

2. Your contract with the Clinician

2.1 When making your arrangements, we will arrange for you to enter into a contract for the Treatment with the applicable Clinician. As an agent we accept no responsibility for the acts or omissions of the Clinician or for the Treatment and/or other services provided by them. Your Treatment booking is subject to these Agency Terms and Conditions and the Clinician’s Treatment Terms, and you are advised to read both carefully before completing your booking. The Clinician’s Treatment Terms may limit and/or exclude the Clinician’s liability to you.

3. What we do, and what we do not do

3.1 Your Initial Enquiry. When you enquire with us, you will choose a Treatment and a Clinician, and send us images, which we will forward on to your chosen Clinician. We will not assess or comment on your images, or propose or recommend any particular course of treatment for your circumstances. Any proposal or recommendation will come from the Clinician, and we simply pass it on to you. Based on your enquiry and initial images, the Clinician will provide a Treatment Plan and Quote. If you are happy with those and would like to proceed, the following process will apply.

3.2 The Facilitation Services are provided in two stages and consist of the following:

Stage 1 — Medical suitability

• We will send you a Medical History Form to provide information to the Clinician.
• We will send your completed Medical History Form and images to the Clinician.
• We will act as an intermediary in relation to questions or requests for additional documents between the Clinician and you.
• We will arrange any consultation required for the Clinician to make a decision.
• We will communicate the Medical Suitability decision to you and confirm the Clinician’s Quote.

Stage 2 — Booking

• Subject to the Clinician’s Medical Suitability decision, we will search for a suitable date for your chosen Treatment date in the Clinician’s calendar.
• We will confirm that date in the Clinician’s calendar once you have paid our Booking Fee.
• We will coordinate the associated appointment times with the Clinician and issue your Appointment Schedule on the Clinician’s behalf.

3.3 Please note: We pass on the Clinician’s information, opinions and decisions; we do not assess your medical information or Medical History Form. A Treatment Plan, Quote, question, requirement, or Medical Suitability decision that we pass to you comes from the Clinician. If any member of our team appears to express a clinical view, it is not advice, and you must not rely on it. Information on our website and social media is general background only. If it differs from what the Clinician tells you, follow the Clinician, and please tell us so that we can correct it.

3.4 We do not:

3.4.1 give any clinical assessment, diagnosis, opinion or advice, or decide whether you are suitable for any procedure;

3.4.2 prescribe or supply medicine, or advise on medication;

3.4.3 choose your Clinician, or take part in the consent process;

3.4.4 own, operate, supervise, employ or control the Clinician, the Medical Facility or their services, or arrange the Medical Facility, which the Clinician does;

3.4.5 provide any clinical care, including aftercare, follow-up or revision treatment, as clause 8 explains;

3.4.6 sell or arrange flights, accommodation, or ground transport, or provide interpreting or translation.

3.5 Appointment times. The appointment times in your Appointment Schedule are those notified to us by the Clinician, and they may change. After your Appointment Schedule is issued, the Clinician tells you of any change directly, as the Clinician’s Treatment Terms explain; we do not relay those changes.

3.6 Regulation. We are not registered with the Care Quality Commission, and we are not required to be, because we provide no treatment, diagnosis, examination, or clinical care.

For Treatments in Turkey. Your Clinician is licensed by the Turkish Ministry of Health, and Turkish law requires physicians to hold medical malpractice insurance. We will give you your Clinician’s licensing details on request. United Kingdom healthcare regulators — the General Medical Council, the General Dental Council and the Care Quality Commission — have no jurisdiction over treatments provided in Turkey, even where a Clinician also holds United Kingdom registration, and you cannot complain to them about it.

4. Booking Process & Our Fees

4.1 We charge you two fees for the Facilitation Services:

(a) the Medical Suitability Fee; and

(b) the Booking Fee.

Both of these are shown in your Quote. They are separate from the Treatment Price and are non-refundable.

We receive the Treatment Price from you and pay it to the Clinician for the Treatment you have booked.

4.2 Your Quote. Your Quote shows the Medical Suitability Fee, the Booking Fee and the Treatment Price.

Your Quote is in pounds sterling, US dollars or Euros, and every sum under this Agreement — our fees, the Treatment Price and any refund — is payable in that same currency. Our fees are our own fees for our own services. They are not deposits held towards your Treatment.

The Medical Suitability Fee

4.3 The Medical Suitability Fee is payable after you sign these terms and before we put your information before the Clinician. We do not start Stage 1 until you have paid the Medical Suitability Fee. If you decide not to pay it, either of us may end this Agreement at no cost. We do not start Stage 1 during the cancellation period unless you ask us to.

4.4 It pays for the Clinician’s decision, not for a favourable one. The Clinician may decline to treat you based on the information you have provided and the Clinician’s clinical judgment. If the Clinician does not confirm your Medical Suitability, or confirms it and later withdraws it for a clinical reason, the Medical Suitability Fee is not refundable. If you are unsure whether something in your medical history might affect the decision, you may wish to speak to your GP before you pay.

4.5 Circumstances in which we may refund it. We will refund your Medical Suitability Fee in full if we do not deliver the Medical Suitability decision to you within 30 days of receiving your completed Medical History Form. If, before making the decision, the Clinician asks for further information about the answers you gave on your Medical History Form, such as further details of a condition, medication or treatment you disclosed, new blood or other test results, or a letter or report from your GP or a specialist, the 30-day period is paused from the date we tell you of the request until the date we receive everything requested in full. If the Clinician asks for a consultation, the 30-day period instead starts again from the date the consultation takes place, so that the Clinician can make the decision taking account of that consultation. Any further request the Clinician makes during or after the consultation pauses the period in the same way. Time during which the period is paused does not count towards the 30 days. If we do not deliver the decision within the 30-day period, you may either end this Agreement, and we will refund the fee within 14 days, or ask us to obtain a Medical Suitability decision from another Clinician at no further cost.

4.6 Non-refundable. Subject to the rest of this Agreement, the Medical Suitability Fee is not refundable after we have communicated the Medical Suitability decision, including where a later change in your own health or circumstances leads the Clinician to decline to treat you.

The Treatment Price is held for 12-months

4.7 Once the Clinician has provided their Medical Suitability decision and confirmed the Treatment Price, that price is guaranteed for 12 months from the date you sign these terms. We will confirm in writing the price held and the date the 12 months ends. If you change your Clinician for any reason, then the new Clinician’s price will apply, and will be guaranteed for 12 months from the day they confirm their price.

4.8 Changing your Treatment Plan before you arrive. You may ask us to change your Treatment Plan at any time before Admission, and we will put your request to the Clinician. The Clinician’s clinical decisions will apply to any change in the price of the changed plan, whether it needs a new Medical Suitability decision, and late requests. We send you a revised Quote, which you should accept by confirming it in writing; until you do, your existing Treatment Plan will continue to apply.

4.9 Your Treatment must take place within the 12 months. If your Treatment has not taken place by the end of the 12 months from the date that you sign these terms, the price guarantee ends, and the Medical Suitability Fee and any Booking Fee you have paid lapse. If you still want Treatment, new fees are payable, and the Clinician will provide a new Quote. The 12 months does not run during any delay caused by us, the Clinician, or the Medical Facility, and we will remind you before it ends. The Medical Suitability Fee or Booking Fee are not refundable because a particular date you want is not available. If you have a date in mind, ask us before you pay; what we tell you then is information only, and no date will be held or guaranteed before you pay the Booking Fee.

The Booking Fee and your treatment date

4.10 Provisional and confirmed dates. Once the Clinician has confirmed your Medical Suitability, we will offer you a treatment date and hold it provisionally for seven days. Before you pay the Booking Fee, you may ask us once for a different provisional date at no charge, which is held for seven days from when we offer it. The provisional date becomes your confirmed treatment date when we receive the Booking Fee; we then confirm it in the Clinician’s calendar and issue your Appointment Schedule. If we do not receive the Booking Fee within the seven days, the date is released, and you may ask for another, subject to the Clinician’s availability.

4.11 The Booking Fee is Non-refundable. Once we have issued your Appointment Schedule, the Booking Fee is not refundable, including if you cancel your treatment date or the Clinician declines to proceed on clinical grounds. If we do not issue your Appointment Schedule within 7 working days of receiving the Booking Fee (or of the end of the cancellation period), we refund it in full if you ask. You may cancel your treatment date at any time; what happens to any Treatment Price you have paid is governed by the Clinician’s Treatment Terms.

4.12 If the Clinician or the Medical Facility cancels or postpones. If the Clinician or the Medical Facility cancels or postpones your Treatment for a reason of their own (for example, the Clinician’s unavailability) we will, at your choice, secure another date with the same Clinician or obtain an alternative Medical Suitability decision and a date from another Clinician, without any further fee. If you would rather cancel, the Clinician’s Treatment Terms shall apply. This clause does not apply where the Clinician declines to proceed on clinical grounds.

4.12.1 If the Clinician proposes a different Medical Facility. If the Clinician proposes a different Medical Facility under the Clinician’s Treatment Terms, we will send you an updated Appointment Schedule. If you refuse the change, clause 4.12 applies as if the Clinician had cancelled for a reason of its own.

Changing your date or your Clinician

4.13 Changing a confirmed date. A confirmed date is fixed and paid for. If you ask to change it, we will try to arrange a new date with the Clinician, subject to their availability and your payment of a Rebooking Fee. The Rebooking Fee is additional to the Booking Fee you have paid, and does not count towards the Treatment Price. Asking for a new date after cancelling a confirmed one is a change of date.

4.14 Changing your Clinician. You may change to another Clinician after your Medical Suitability has been confirmed. The new Clinician must reach their own Medical Suitability decision and secure their own date, so a new Medical Suitability Fee and a new Booking Fee are payable, and the fees you paid for your previous Clinician are not refundable. We will send you a revised Quote from the new Clinician, which you should accept in writing.

4.15 A second opinion after a refusal. If a Clinician declines to confirm your Medical Suitability, you may ask another Clinician for a separate Medical Suitability decision. The fee is the Second Opinion Fee, which is 50% of the Medical Suitability Fee that would otherwise apply, and the Booking Fee is payable in the usual way if that Clinician confirms your Medical Suitability. We will tell the new Clinician that another Clinician declined and pass on any reason given; the new Clinician decides independently.

4.16 More than one Clinician. Where you book several Treatments involving more than one Clinician, these are separate contracts with each Clinician, and separate Medical Suitability Fees and Booking Fees are payable for each.

5. The Treatment Price — collected by us on behalf of the Clinician

5.1 The Treatment Price is the Clinician’s price. It is payable under the Clinician’s Treatment Terms. The Clinician sets it and we apply it without alteration.

5.2 We collect it as the Clinician’s agent. The Clinician has appointed us to collect the Treatment Price. When we do so we act for the Clinician only, not for you.

5.3 Paying the Treatment Price. You may pay the Treatment Price at any time after we issue your Appointment Schedule, and no later than the day before Admission, by bank transfer in the currency of your Quote to our designated bank account shown in your Appointment Schedule. Your Treatment cannot go ahead until the Treatment Price has been received in full. Bank charges and any currency conversion costs must be borne by you. We will never change our bank details by email, text or messaging app; if you receive such a message, do not pay, and call us on the number on our website. We are not responsible for any payment you make to any other account.

5.4 How we hold payments. All monies you pay to us in respect of the Treatment Price are held on behalf of the Clinician and forwarded to them in accordance with our agreement with them.

5.5 Refunds of the Treatment Price. Whether any part of the Treatment Price is refundable — for example if you cancel before Admission or the Clinician declines to treat you after examining you — is governed by the Clinician’s Treatment Terms.

5.6 Changes to the Treatment Price, and other charges. If you agree to a revised Treatment Plan the Clinician proposes after examining you, any increase in the Treatment Price must be paid to us, as the Clinician’s agent, before the procedure starts. Any reduction in cost will be refunded to you. Further tests, insurance, and other charges outside the Treatment Price are governed by the Clinician’s Treatment Terms, and those charges must be paid by you directly to the Clinician or the Medical Facility.

6. Your right to cancel

6.1 You may cancel this Agreement at any time by informing us in writing, including by using the cancellation form published on our website, although you do not have to. The cancellation will take effect from the time that we receive it. Any cancellation of the Treatment will be subject to the Clinician’s Treatment Terms. Unless otherwise stated in these Terms and Conditions, the Medical Suitability Fee and the Booking Fee are non-refundable once paid.

6.2 If you cancel within 14 days of this Agreement, we will refund any fees you have paid us in line with our obligations under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

6.3 If you want us to start straight away. We do not put your information before the Clinician or confirm a treatment date, during the 14 day cancellation period unless you ask us to in writing or by ticking the box on the signature page of this Agreement. If you ask us to proceed and then cancel within the 14-day cancellation period, we will charge you a proportionate amount for the services we have provided up to the time you tell us you wish to cancel. We deduct this amount from any money due to be refunded to you. Each of our fees is the price of a distinct service: once we have communicated the Suitability Decision, the Stage 1 service has been provided in full; once we have issued your Appointment Schedule, the Stage 2 service has also been provided in full.

7. Your information and responsibilities

7.1 Accurate information. You must ensure that you give complete and accurate information about your medical history, medication, allergies and previous procedures. Withholding or misstating information may put your safety at risk and may lead the Clinician to decline to treat you or give an unsuitable Medical Suitability decision. We are not responsible for the consequences of inaccurate or incomplete information, including a Medical Suitability decision that would otherwise have been different.

7.2 What to expect. No procedure of this kind has a guaranteed result, and complications can occur even where care is properly delivered. Before-and-after images illustrate other people’s results and are no guarantee for the results of your Treatment. Your Treatment Plan is specific to you, and someone else’s plan or price is not a benchmark for it.

7.3 Clinical matters are for the Clinician. Your consultation, consent, the risks of your procedure, any change to your plan after examination, any tests, and whether to proceed are governed by the Clinician’s Treatment Terms. We do not carry out, interpret, or verify tests.

7.4 Travel and accommodation. You arrange and pay for your own travel and any accommodation, and you contract with those providers directly; we do not recommend or book them. We strongly recommend travel insurance appropriate to your Treatment. You are responsible for ensuring you comply with any passport, visa, and immigration requirements, and any safety or health formalities for entry to Turkey and any country you pass through. Please note that these requirements may change between booking and departure. We cannot accept any responsibility if you are refused carriage or entry. We are not responsible for missed flights or connections.

7.5 Attending your appointments. You should make appropriate arrangements to attend every appointment in your Appointment Schedule. We do not check or approve your travel arrangements. If you miss an appointment or arrive too late for it to go ahead, the Clinician’s Treatment Terms will apply.

7.6 We recommend that you discuss your plans with your GP before your Treatment and on your return.

7.7 Insurance. We strongly recommend travel insurance that covers medical treatment abroad, complications of elective surgery, and repatriation; many standard policies exclude cosmetic surgery. Any medical tourism complication insurance that Turkish law requires is arranged and charged by the Clinician or the Medical Facility under the Clinician’s Treatment Terms; we do not arrange, quote, or collect it.

7.8 If UK travel advice changes. If, at any time within 14 days before your treatment date, the UK Foreign, Commonwealth & Development Office advises against all travel, or all but essential travel, to the area where your Medical Facility is, you may choose, by telling us before your treatment date, either:

• to postpone your Treatment to a new date with the same Clinician, without any Rebooking Fee. The 12 months in clause 4.9 does not run while that advice is in force; or
• to cancel your Treatment. The Medical Suitability Fee is not refunded because the Suitability Decision has been delivered. We will not charge you another Booking Fee if you make another booking through us within the next 12 months.

8. Your care before and after Treatment

8.1 The Clinician is responsible for all of your clinical care, including preparation, the procedure, discharge, aftercare, follow-up, revision, and any prescription or advice about medication, under the Clinician’s Treatment Terms. We do not take part in or relay these matters; we cannot assess your result, and we cannot arrange, authorize, or promise revision treatment.

8.2 Once we have issued your Appointment Schedule, the Clinician deals with you directly about your Treatment. We continue to handle your treatment date, a change of Clinician and the Treatment Price.

8.3 Any complaint about your clinical care or outcome must be made to the Clinician. If one reaches us, we may forward it to the Clinician without investigating it and will give you the Clinician’s contact details. The Clinician’s Treatment Terms explain the Clinician’s complaints procedure and where else you can go.

8.4 If you are worried about your recovery, you do not need anyone’s permission to seek medical attention. Contact your GP, call NHS 111, or attend an emergency department. If you have symptoms such as spreading redness, increasing pain, fever, a wound that opens or discharges, or breathlessness or swelling in a leg, seek medical attention immediately.

9. Your personal data

9.1 We are a controller of the personal data you give us and handle it in accordance with UK data protection law. Our privacy notice on our website explains what we collect, why, how long we keep it, and your rights.

9.2 In relation to your health, we hold only your images, your Medical History Form, any further answers or documents the Clinician asks us to obtain, and the Treatment Plan, quotation, and Medical Suitability decision. We do not hold your treatment records, which are held by the Clinician and the Medical Facility. We also keep records of the payments you make to us and what we pay the Clinician, and we may keep and use information where it is needed to deal with complaints, legal claims, insurance, or our legal and regulatory obligations.

9.3 We will never sell or rent your personal information, and we share it only to provide the Facilitation Services and collect the Treatment Price.

9.4 Your health information is special category data. We process it with your explicit consent, which we ask for on a separate Medical History Form; signing these terms is not that consent. You may withdraw it at any time, although we may then be unable to continue. Withdrawing consent stops processing that relies on it, but does not require us to delete information we must keep for the purposes in clause 9.2.

9.5 To obtain the Treatment Plan and Medical Suitability decision, we send your information to the Clinician. The Clinician and the Medical Facility are separate controllers of your data, and their own privacy notices apply.

9.6 We may record telephone calls for training, quality, and record-keeping, and to investigate complaints, and we will tell you at the start of a recorded call.

9.7 We will not use your images or any identifiable material in marketing without your separate written consent, which you may withdraw at any time by emailing marketing@longevita.co.uk. Images will not be altered in a way that changes the apparent result. Declining or withdrawing consent has no effect on your Treatment or on our service.

10. Liability

10.1 As an agent for the Clinician, we accept no responsibility for the provision of your Treatment, the Medical Suitability decision, or the clinical outcome.

10.2 Our responsibilities are limited to providing the Facilitation Services in accordance with your instructions. We accept no responsibility for any information about the Treatment or Treatment Plan that we pass on to you from the Clinician in good faith.

10.3 We do not exclude or limit liability for death or personal injury caused by our own negligence, or for anything else that cannot lawfully be excluded or limited.

10.4 Subject to clause 10.3, our total liability to you under this Agreement is limited to three times the fees you have paid us.

10.5 The Clinicians we work with. We endeavour to work with highly qualified Clinicians, but we are unable to take any responsibility for the Treatment, or the Clinician’s actions or omissions. We ask to see their regulatory authorizations and qualifications, but we do not carry out any clinical inspection or provide a guarantee of the Medical Facility, which the Clinician selects and remains responsible for.

11. Reviews and public statements

11.1 Nothing in these terms prevents you from making an honest complaint, expressing a genuinely held opinion, publishing a fair and accurate review, contacting a regulator, seeking legal advice, or exercising any legal right.

11.2 You agree not to publish any false, materially misleading, defamatory or otherwise unlawful statement about Longevita, its directors, employees or associates, or to represent treatment provided by a Clinician as having been provided by us.

11.3 If we reasonably consider a statement that falls within clause 11.2, we may write to you identifying it and explaining our concern, and you will have seven days to correct it or explain why you disagree. We will never ask you to remove accurate content or make removing a review a condition of any refund or complaint outcome. We reserve our legal rights in respect of statements that cause us loss.

12. Complaints about our service

12.1 Any queries or complaints about clinical matters should be addressed to the Clinician.

12.2 If you wish to complain about the Facilitation Services we have provided, please email complaints@longevita.co.uk.

13. Law and jurisdiction

13.1 This Agreement is governed by the law of England and Wales and we both agree that the courts of England and Wales have exclusive jurisdiction.