Terms & Conditions for Private Clients

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ICO Registration ZA447597

Revised March 2026

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Introduction

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​It is important that you read and fully understand these terms and conditions before booking any of our any treatments or procedures. If you have any queries, please don’t hesitate to speak to a member of our team, who will be more than happy to assist you

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1. Who We Are

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We are Angel Active, trading as Angel Chiropody & Podiatry (the Clinic). We are a private podiatry clinic registered in England and Wales (company number 05951511, registered office: 309 Hoe Street, London E17 9BG).

You can contact us by:

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• Email: info@angelchiropody.com

• Phone: 020 7226 7006

• Post: 89–91 Mildmay Park, London N1 4NB

 

 

2. Who Can Use Our Services

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Our services are for adults aged 18 and over only. We are not a part of the NHS, so fees are payable for each appointment. We do not treat children under any circumstances. We do not treat verrucae. If you book an appointment for a child, the booking will be cancelled and a £25 administration fee will be deducted from any refund.

 

 

3. Making a Booking

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All bookings are made online and full payment is required to confirm your appointment. By completing a booking, you confirm you have read and agreed to these terms.

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Your appointment is for a single issue. If you have multiple concerns, please let us know at the time of booking so we can allocate appropriate time. We will advise which is the most beneficial for you to focus on, the choice will always be up to you.

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4. Your Right to Cancel (Cooling-Off Period)

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Under the Consumer Contracts Regulations 2013, you have the right to cancel your booking within 14 days of making it, without giving any reason, and receive a full refund. However, because most appointments at this clinic are booked 7–10 days in advance — and some are booked the same day or the night before — your appointment will in most cases fall within the 14-day cooling-off period.

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By ticking the consent box and completing your booking, you are expressly requesting that we provide the service before the cooling-off period expires. You acknowledge that once your appointment has taken place, your right to a full refund under the cooling-off period will no longer apply.

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Short-notice bookings: If you book an appointment within 24 hours of the appointment time, you are booking with full knowledge that no cancellation window exists between the time of booking and your appointment. By proceeding, you acknowledge that neither the 14-day cooling-off right nor the standard 24-hour cancellation window will apply to that booking. Your payment will be held as credit if you are unable to attend, in accordance with Clause 5.

This does not affect your other statutory rights, including those set out in Clause 7.

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5. Cancellations, No-Shows and Late Arrivals

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You have been directed to read these terms before providing your active consent to book. Please read this section carefully.

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Cancelling or rescheduling with more than 24 hours’ notice

To cancel or reschedule, please contact us at least 24 hours before your appointment. You will receive a full refund or we will move your appointment at no charge. 

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Cancelling with less than 24 hours’ notice

If you cancel with less than 24 hours’ notice, no refund will be issued. Your payment will be held as credit and applied to a new appointment. Please contact us within 7 days to rebook.

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Service Expiry: If we do not hear from you within 7 days of your missed appointment, the booking will be considered expired. Your payment will be retained and no further appointment will be offered in respect of that booking.

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Not attending without contact (no-show)

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Your payment is made for a consultation with a clinician, for a specific listed condition. If you do not attend and do not contact us, that obligation remains — we will endeavour to provide the consultation you paid for. Your payment will be held as credit and applied to a new appointment for the same condition.

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Service Expiry: Please contact us within 7 days of your missed appointment to rebook. If we do not hear from you within 7 days, we will treat your silence as a decision not to reschedule. The booking will be considered expired, your payment will be retained, and no further appointment will be offered in respect of that booking.

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We understand that genuine emergencies happen. We reserve the right, at our sole discretion, to decline future bookings from patients who repeatedly fail to attend or make contact. We will always consider the circumstances before making this decision.

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Running late: If you are running late, please contact us as soon as possible. We will do our best to honour your appointment within the remaining time. Please be aware that a late arrival will reduce your available treatment time and we may not be able to address everything planned for that session. No additional charge will be made, but a follow-up appointment may be recommended. If we are unable to accommodate a significantly late arrival due to subsequent bookings, we will treat the situation as a no-show and your payment will carry over to a rescheduled appointment.

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How to cancel or reschedule

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You can cancel or reschedule by:

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• Calling 020 7226 7006 (live answer service, available 24 hours a day, 7 days a week)

• Emailing info@angelchiropody.com

• WhatsApp via our front page

 

The time of your call, email, or WhatsApp message will be used to determine whether the 24-hour threshold has been met. If you call and reach our live answer service outside of staffed hours, please ensure you receive confirmation that your cancellation has been logged.

 

6. Your Appointment

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Your fee pays for a fixed block of a clinician’s professional time. Appointments do not run over. Whatever time remains at the end of your slot is your treatment time — it cannot be extended to compensate for time spent on other matters.

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Our clinicians are there to assess and treat your condition. While we always aim to be personable, time spent on unrelated conversation — including where the clinician has already attempted to redirect the discussion back to the consultation — comes out of your appointment time. Patients should arrive ready to focus on the reason for their visit.

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Please arrive at least 5 minutes before your appointment. Late arrival may reduce your treatment time. If you are running late, please contact us and we will do our best to accommodate you. At your first appointment, your podiatrist will take a medical history and discuss your presenting concern. Most routine issues can be addressed at the first appointment where it is safe and appropriate to do so. Some conditions require a treatment plan spread across multiple visits — this will always be discussed with you before treatment begins.

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We may refer you to another specialist if we consider that further investigation or treatment is needed. We will only do so with your understanding and consent. We aim to provide continuity of care wherever possible, but we cannot guarantee you will always see the same clinician.

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7. Our Commitment to You

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We will provide services with reasonable care and skill. However, no clinical outcome can be guaranteed, as many factors — including your ongoing compliance with the treatment plan — are outside our control. If you are unhappy with the service you have received, please contact us at info@angelchiropody.com. Under the Consumer Rights Act 2015, you may be entitled to a repeat of the service or a partial or full refund if we have failed to deliver it with reasonable care and skill.

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Clinical judgement and disagreement with diagnosis: 

Our clinicians are degree-educated, registered professionals. All diagnoses and treatment recommendations are made in accordance with current evidence-based practice and in the best interests of the patient. Patients are ecouraged to ask questions, seek clarification, and request a second opinion. However, disagreement with a clinical diagnosis or treatment plan — including where a patient feels they have received similar advice previously, or where a patient believes a different treatment, product, or medication should have been prescribed or recommended — does not constitute a failure of service and is not grounds for a refund.

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Our clinicians will only recommend treatments they consider appropriate, safe, and clinically justified for your specific presentation. Where a requested treatment falls outside those criteria — including treatments that may have been received elsewhere, or that a patient has read about or used before — the clinician’s decision not to recommend or prescribe it is itself a clinical determination, made in your interest. The fee covers the clinician’s time, assessment, and professional judgement, regardless of whether a specific treatment or product is provided.

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Second opinions:

If you disagree with a diagnosis or recommended course of treatment, you are welcome to seek a second opinion from another registered clinician. We will provide any relevant clinical notes upon request to assist with this.

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8. Refunds

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You are entitled to a full refund if:

• You cancel with more than 24 hours’ notice (see Clause 5)

• We cancel your appointment

• We are unable to provide the agreed service

• The service was not delivered with reasonable care and skill and we are unable to put this right

 

Where payment is held as credit following a late cancellation or no-show, it will be applied in full to your next appointment. If you do not make contact within 7 days, the payment will be retained as set out in Clause 5. No cash refund will be issued in those circumstances. Refunds will be issued to the original payment method within 14 days of agreement.

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9. Fees and Payment

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All fees are displayed on our website. Payment is required in full at the time of booking (online) or at the conclusion of your appointment (clinic). We accept major credit and debit cards, Apple Pay, Google Pay, Stripe, and PayPal. We do not accept cheques. If you have not visited the clinic for more than 18 months, you will be registered as a new patient and new patient fees will apply.

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We do not accept insurance from BUPA. We are recognised by AXA PPP, Aviva, Cigna, and most other major insurers. Please confirm with your insurer before booking, as not all treatments may be covered.

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10. Your Personal Information

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As a healthcare provider, we collect and process health data (special category data) in order to provide podiatric care. We do so under Article 9(2)(h) of the UK GDPR, which permits the processing of health data for the purposes of medical diagnosis and the provision of healthcare. We will only share your data with third parties where required or permitted by law — for example, where a referral to another healthcare provider is needed, or where we are required to report to a regulator. You have the right to access the data we hold about you, request corrections, and in certain circumstances request deletion. To exercise these rights, email info@angelchiropody.com.

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Our full Data Privacy Notice is available on our website. Our ICO registration number is ZA447597.

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11. Patient Responsibilities and Conduct

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Accurate medical history: 

You are responsible for providing complete and accurate information about your medical history, current medications, known allergies, and any other health information relevant to your treatment. Your clinician will ask questions to assist with this, but the obligation to disclose rests with you. Where harm, an adverse outcome, or an ineffective treatment plan results from information that was withheld, incomplete, or inaccurate, the clinic accepts no liability for that outcome. This applies whether the omission was deliberate or inadvertent.

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Shingles and other infectious conditions:

Please let us know in advance if you are suffering from, or have suffered from shingles in the past - before you attend the clinic. If you have a chest or active viral infection, please contact us to reschedule. If you attend with signs of a heavy cold, cough or the flu, we may ask you to reschedule. This will be discussed with you in private, but will not be considered a consultation.

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Recording of consultations: 

Audio and video recording of consultations — by any means, including mobile devices — is not permitted without the express prior written consent of the treating clinician. This applies to the consultation room and any other area of the clinic. If a patient is found to be recording a consultation without consent, the clinician may end the appointment immediately. The recording must be deleted in the clinician’s presence upon request. No refund will be issued in these circumstances.

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Professional and regulatory obligations

Our clinicians are registered with the Health and Care Professions Council (HCPC) and practise in accordance with their professional standards and code of conduct. These obligations are not negotiable and cannot be overridden at a patient’s request. If a patient requests that a clinician act outside the scope of their registration, outside current evidence-based practice, or in a manner the clinician considers clinically unsafe or professionally inappropriate, the clinician is entitled to decline and, if necessary, end the appointment. No refund will be issued where an appointment is terminated on these grounds.

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Conduct towards staff

We expect all patients to treat our clinicians and staff with courtesy and respect. We reserve the right to refuse or immediately discontinue treatment where a patient is verbally or physically abusive, makes threats, or behaves in a manner that causes staff or other visitors to feel unsafe. We will pursue all available legal remedies in such cases and may report the matter to the police. We may also end the contract if you repeatedly miss appointments or fail to provide information necessary for us to treat you safely.

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Chaperones

Patients are entitled to request a chaperone be present during their consultation. Please let us know at the time of booking wherever possible so we can make arrangements. Equally, a clinician may request that a chaperone be present during an examination. If a patient declines a chaperone where the clinician considers one necessary, the clinician may decline to proceed with that element of the examination.

 

12. Referral Letters

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Where your clinician considers it appropriate, they may produce a referral letter to your GP or another healthcare provider. We will always discuss this with you before doing so.

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Turnaround time

Referral letters are typically produced within 10 working days of your appointment. We will endeavour to turn these around sooner where clinically urgent, but we cannot guarantee a specific timeframe. If you have not received your referral letter within 10 working days, please contact us at info@angelchiropody.com.

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GP and third-party obligations

It is important that patients understand that a private referral letter is a professional recommendation, not a directive. GPs and other NHS or private practitioners are under no obligation to act on a referral letter issued by a private clinic. The decision to accept, act upon, or decline a referral rests entirely with the receiving clinician. Angel Chiropody & Podiatry accepts no responsibility for the actions or inactions of any GP or third-party clinician following the issue of a referral letter, including any decision not to follow up, prescribe, or treat on the basis of our recommendation.

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If your GP declines to act on a referral and you wish to pursue the matter further, we recommend contacting your GP practice directly in the first instance. We are happy to provide supporting clinical notes upon request to assist with this.

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13. Clinic Rights and Limitation of Liability

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Right to refuse or withdraw treatment

We reserve the right to refuse or withdraw treatment at any time where we consider it clinically inappropriate, where the patient is medically unfit, where patient expectations are unreasonable, or where the professional relationship has broken down. Where treatment is refused or withdrawn before any service has been delivered, a full refund will be issued. Where treatment is part-delivered and withdrawal is due to patient conduct or breach of these terms, no refund will be issued for the session in question.

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Limitation of liability

To the fullest extent permitted by law, the clinic’s liability to you in connection with any appointment or course of treatment is limited to the total fees paid by you for that appointment or course. We are not liable for any indirect, consequential, or economic loss arising from a consultation or treatment, including loss of earnings, travel costs, or costs incurred in seeking treatment elsewhere. Nothing in this clause limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

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Clinical notes and records

All clinical notes, records, and documentation produced during the course of your treatment are the property of Angel Chiropody & Podiatry. You have the right to request access to your records at any time under UK GDPR. Copies will be provided on request, subject to identification and a reasonable administrative fee where appropriate. Records are retained in accordance with applicable healthcare data retention guidelines.

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Public commentary and social media

Patients are entitled to share honest opinions about their experience. However, we ask that any public commentary — including online reviews, social media posts, or comments on public platforms — accurately reflects the facts of the consultation. We reserve the right to respond to public commentary that we consider to be factually inaccurate or misleading, and to take appropriate action where commentary constitutes defamation, harassment, or misrepresentation of a clinical encounter. Clinical details shared publicly by a patient do not constitute a waiver of medical confidentiality on the part of the clinic. We will not confirm, deny, or comment on individual patient cases in any public forum.

 

14. Your Statutory Rights

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These terms do not affect your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable legislation. If you are dissatisfied with how we have handled a complaint, you may contact an alternative dispute resolution provider — details are available on request. For independent advice, contact Citizens Advice: 0800 144 8848 or citizensadvice.org.uk.

These terms are governed by English law. Disputes may be brought in the English courts, or if you live in Scotland or Northern Ireland, in the Scottish or Northern Irish courts respectively.

 

Angel Active t/a Angel Chiropody & Podiatry  •  Company No. 05951511  •  ICO No. ZA447597

 

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