Terms and Conditions

Last updated: October 2026

Who we are

Our partner services

• Origin TRT, Origin HRT and Origin Bloods are provided by Origin Health Care Group Limited, which is majority-owned by SJLD Ltd (Urban Health Care).
• Nexus ABI and Nexus Health are trading names of Nexus ABI Ltd. SJLD Ltd part-owns both Nexus ABI Ltd and CANN-@BI Limited (CANN-ABI).
• The clinician assessing you may also work for, or provide treatment through, a connected service.

Opening hours

Urgent help and out of hours

Booking and fees

• You can request an appointment online, by email to info@urbanhealthcare.co.uk, or by calling 020 8686 7401.
• Our current price list for each service is on our website and at reception.
• Before treatment starts, you receive a written estimate or treatment plan showing the cost, what is included and when payment is due. Dental and minor surgery patients receive a written treatment plan with costs.
• For Nexus ABI and Nexus Health, fees and payment terms are agreed in writing with you, or with the person instructing us (such as your case manager, deputy, solicitor or insurer), before work starts.
• If our fees change while you are in ongoing treatment, we will tell you in writing before the new fee applies.

Age and identity

• We provide dental care for adults and children. All our other services, including partner services, are for adults aged 18 and over only.
• For children’s dental care, someone with parental responsibility normally gives consent. Young people aged 16 and 17 can usually consent to their own dental treatment, and a younger child who fully understands the treatment may also be able to.
• We may ask to see photographic ID to confirm your identity and age. In video consultations we confirm your identity at the start of every consultation, and we check photo ID for new patients before issuing a prescription.
• To receive a prescription after a video consultation, you must be in the UK at the time of the consultation. For weight management by video, we independently check your identity, height and weight before prescribing.

Payment

• We accept card payments, taken securely through our payment provider, Stripe, and bank transfers. Dental patients can also pay by card in reception. We do not accept cheques.
• Please never send card details by email. We will never ask you to.
• If an advance payment has not reached us 48 hours before your appointment, we will remind you and offer help. If it is still unpaid, the appointment may be cancelled. If you are in ongoing treatment, we will contact you personally first, so that your care is not interrupted without a clinical review.
• Courses of treatment bought as a package are paid for in full before the first session and must be used within 12 months of purchase. Any sessions not used within 12 months are forfeited.

Insured patients

• Before your first appointment, please give us your policy number, a pre-authorisation code that covers the planned care, and your insurer’s confirmation of the number of sessions or the funding limit.
• You remain responsible for any amount your insurer does not pay, such as an excess, a shortfall, or care outside the pre-authorisation.
• If your insurer does not pay in full, we send you a statement explaining what was not paid and why, followed by an invoice, due within 14 days, with a secure payment link.
• If the invoice is still unpaid after 30 days, our Registered Manager will contact you. If you are in financial difficulty, we can agree an interest-free payment plan of up to 3 months in writing, or longer by agreement.
• If there is no payment or plan after 45 days, we will write to tell you that new appointments and prescriptions may be suspended if the balance is not paid within 7 days. After 60 days, a senior clinician reviews whether pausing your care is clinically safe. If it is, we discharge you with a written handover to your GP and tell you about other services. We may refer an unpaid debt to a collection agency.

Our promise if you owe us money

• We never stop a medicine abruptly where that could harm you. Before any prescribing is paused, your prescriber makes a safe plan and hands over to your GP.
• If you are in a clinical emergency or crisis, we help you first, whatever your account.
• Your access to your records, and the sharing of information needed for your safe care, never depends on payment.
• You will never be treated less well because of a debt, a complaint or a dispute about fees.

Cancelling or changing an appointment

• You can cancel or rearrange an appointment free of charge up to 48 hours before it.
• If you cancel with less than 48 hours’ notice, or miss an appointment, we may charge 50% of the appointment fee. Any deposit you have paid is put towards this charge, and anything left over is refunded. Insurers do not usually pay for missed appointments.
• We waive the charge if the late cancellation or missed appointment was caused by illness, an emergency, or your disability (for example memory problems after a brain injury). Please tell us if reminders or other adjustments would help.
• Refunds due to you, for example for an appointment cancelled with more than 48 hours’ notice, are paid to your original payment method within 5 working days.
• If we need to cancel or postpone your appointment at short notice, we will contact you as early as we can and offer you another appointment. If you would rather not rebook, we will refund any advance payment within 5 working days.
• Before some treatments we will tell you how to prepare. If the guidance is not followed, we may need to rearrange your appointment or shorten your treatment for your safety.

Arriving late

Children at the clinic

Consultations, consent and your GP

• Consultations take place in private, at the clinic, by secure video or, for some services, in your home.
• Before any examination, test or treatment, we explain what is involved, the risks, the alternatives and the cost, and ask for your consent. We give you written information in advance so you have time to decide.
• Before each treatment, please tell us about your medical history, your medicines, any allergies and any changes since your last visit. Without this, it may not be safe to treat you, and the result of your treatment may be affected.
• We always check that a treatment is suitable for you before carrying it out. If it is not, we will explain why. You pay for the consultation, but you will not be charged for treatment that is not carried out, and any advance payment for it is refunded within 5 working days.
• We share information with your GP so that your care is safe and joined up. For some treatments, such as cannabis-based medicines, testosterone and weight management medicines, agreeing to us telling your GP is a condition of treatment, and we will explain this to you first. Where your medical history is complex, we may need to speak to your GP before prescribing.
• Some clinicians use approved dictation or transcription tools to help write notes. We will tell you before one is used in your consultation, and you can say no.

Medicines

• Because of the rules on the safe handling of medicines, prescription medicines cannot be returned once supplied. This does not affect your rights if a medicine is faulty or supplied in error.
• If you think you are having a side effect, contact us. You can also report it to the MHRA Yellow Card scheme at yellowcard.mhra.gov.uk.

Chaperones

• We offer a trained, DBS-checked chaperone for any intimate examination, at the clinic, by video or at home, and you can ask for one at any consultation. Please ask when you book, if you can, so we can arrange it without delay.
• Wherever possible, your chaperone will be the same gender as you. You can decline a chaperone; we record your decision.
• You are welcome to bring a family member or friend for support, but they cannot act as your chaperone.

Accessibility

• Our clinic is on the ground floor, and an access ramp is available because some areas are stepped. The footpaths outside are broad, with lowered kerbs.
• We do not have a wheelchair-accessible toilet. We will tell you this when you book, and offer a home visit or video consultation where clinically suitable.
• Our dental chair lets the dentist treat you in your own wheelchair if needed.
• We have a hearing loop in reception, and can arrange British Sign Language and spoken-language interpreters. We can provide information in large print or by email, and contact you by email or text message instead of by phone.
• Patients of our brain injury services can bring a family member, carer or case manager, and we can offer longer or quieter appointments, home visits or video consultations.
• Please tell us what you need when you book.

Treating each other with respect

CCTV

Your information

Results of treatment

Feedback and complaints

When things go wrong