Terms & Conditions
We are Footprints Surgery Ltd, trading as Footprints Surgery. These Terms of Business apply to in-clinic patient appointments, as well as remote sessions for online video or phone consultations. By accepting our services or purchase of goods, you, the patient, contractually agree to the Terms of Business as laid out below.
Amendments to Terms
Please note that these Terms of Business and the Privacy Policy may be updated or amended at any time to reflect changes in practice, regulation, or business needs. Updates will be effective immediately upon posting, and patients are encouraged to review them regularly.
Patient records / GDPR
We are registered with the ICO. Patient records are the property of, and will be retained by, Footprints Surgery in the interest of patient welfare. We may also use this information to contact you with latest offers, news, and important information. Data is stored for a minimum period of 7 years, without any set maximum time. At the patients’ request, we can provide copies of personal information we hold. If the request is excessive, we may charge a fee for this service. We will not disclose any of your personal information to a third party for monetary gain.
Fees
Private healthcare is not subject to VAT in the United Kingdom. Therefore, we are not VAT registered and do not charge VAT. Treatment fees do not include consumables such as dressings, diagnostic tests, or items for use at home. If we have reason to charge an administration fee, this will be a minimum of £30.
Treatment Costs
We are a private clinic and are not funded by the NHS. All consultations are chargeable, and we cannot provide free of charge assessments without a booked appointment. We do not offer complimentary assessments, treatments, advice or guidance. At an appointment, the patient will have their condition assessed by a podiatrist. By accepting treatment, the patient is providing their consent to our services. The cost of the treatment will be in line with the clinic’s current price list.
Returns Policy
Products bought in person at the clinic are non-refundable and non-exchangeable once you have left the premises.
Health & safety
Patients should not be accompanied by friends or family into the treatment room unless:
- The patient is below 18 years of age, and the accompanying person is a responsible adult such as a parent, legal guardian, or carer.
- The patient requires mobility assistance.
- The patient cannot communicate in English, and the accompanying person is a translator.
Chaperones accompanying patients are asked to remain seated, not move around the treatment room, and not enter or exit during the appointment whilst treatment is in progress.
Children must remain seated.
Patients and visitors should refrain from the use of mobile phones in the clinic and are requested to turn their phones on silent whilst in treatment rooms.
The following is not permitted in any area of the clinic:
- Eating
- Drinking (except water)
- Pets
- Smoking (including vapes)
- Photography/videography
Paediatric podiatry
As a specialist children’s foot clinic, we request that all patients under the age of 18 are accompanied to their appointment by a responsible adult such as a parent, legal guardian, or carer. Children under 18 that arrive unaccompanied will be refused treatment, and a refund for the failed appointment will not be provided.
Self-paying payment terms
Invoices must be settled immediately. All appointments are payable in advance and in full at the time of booking. Special orders for products such as custom orthotics, must also be paid for, in advance and in full. All payments are paid in line with our cancellations and missed appointments policy (as set out below).
Health insurance payment terms
The patient remains fully responsible for the fee an invoice will be provided if required for the patient to submit to their insurer.
Payment methods
Over the phone: All major debit cards / credit cards, except American Express.
Online: All major debit cards / credit cards, and American Express Apple Pay and Google Pay.
In clinic: Cash, all major debit cards / credit cards, Apple Pay and Google Pay.
Cancellations
We request that you provide a minimum of 24-hours’ notice to cancel or reschedule an appointment. Notice to cancel or reschedule provided less than 24-hours prior to the appointment time will be subject to a cancellation charge detailed on the booking confirmation and appointment reminder.
For online payments a charge will be deducted from any refund reflecting only the charge applied by Stripe who process our payments.
Late Arrivals & Missed appointments
Failure to attend an appointment is subject to a DNA (Did not Attend) charge. If you are running late for your appointment, please contact, and inform the clinic as soon as possible. We allow patients up to a maximum of 10 minutes for late arrivals, this will reduce treatment time and result in a shortened appointment, after which we will not be able to see you and a new appointment must be booked. Late arrivals over 10 minutes are classed as missed appointments and are also subject to a DNA (Did not Attend) charge.
Conduct
We aim to run a professional, polite, and friendly service. We request the same approach from our patients and anyone else related to the patient who is present at an appointment. We take abuse and rude behaviour very seriously. This will not be tolerated, and no future appointments will be made available if any untoward situations occur, especially where we feel threatened. In some cases, we will not hesitate to report such behaviour to the police for investigation.
Disputes
We hope you never have reason to complain. However, if you feel that there is something you wish to complain about, please direct your comments in writing within 3 days from your appointment to: The Clinic Manager, Footprints Surgery Ltd, 22a Edgwarebury Lane, Edgware, HA8 8LW. Any dispute regarding consultation, diagnosis or treatment should be raised immediately with the podiatrist at the time of your appointment, or within 24 hours at the very latest.