Terms of Service - HS Health Group Ltd.

The terms that apply when you use our website, make an enquiry, or book NHS or private healthcare services with HS Health Group.

Table of Contents

Acceptance of these terms

By using hshealthgroup.co.uk (the “Website“), submitting an enquiry, or booking any service with HS Health Group Limited, you agree to these Terms of Service. If you do not agree with them, please do not use the Website or our booking channels. These terms apply alongside our Privacy Policy and Cookie Policy.

Who we are

HS Health Group Limited, registered in England & Wales, company number 07773572

Registered office: 2 Thorney Lane, Frampton, Boston, England, PE20 1BF

Main clinic & correspondence address: Read House, Endeavour Park, Gilbert Drive, Wyberton Fen, Boston, PE21 7TQ

Phone: 0333 014 7700

Email: contact@hshealthgroup.co.uk

We are NHS Any Qualified Provider, First Contact Physiotherapy Service Provider delivering multidisciplinary healthcare services such as Private GP Consultation, Musculoskeletal & Orthopaedic Consultation, ENT Services, Phlebotomy, Vitamin B12 Injection, Diagnostics, Aesthetics Treatments and Occupational Health Services.

Using our website

You may use the Website to learn about our services, locations and clinicians, submit an enquiry or booking request, and access patient resources. You must be at least 18, or have the involvement of a parent/guardian, to submit a booking or enquiry form on behalf of a patient under 18.

We aim to keep the Website available and accurate, but we do not guarantee uninterrupted access and may suspend, withdraw, or restrict availability for maintenance, security, or business reasons at any time.

Accuracy of the information you give us

When you submit a form, you agree to provide accurate, current, and complete information. Inaccurate information (for example, an incorrect date of birth or contact detail) may delay your care or booking confirmation. You are responsible for keeping us updated if your contact or health details change.

Booking an appointment

You can request an appointment via our online Booking Enquiry form, by phone, or by email. Submitting a booking enquiry does not guarantee an appointment slot – we will contact you to confirm availability, timing, and, for private services, applicable fees. Appointments are only confirmed once you receive confirmation from our team.

NHS-commissioned vs. privately funded care

Some of our services (including First Contact and Advanced Physiotherapy in Lincolnshire and West Berkshire) are commissioned by the NHS and accessed via GP or self-referral pathways at no direct cost to eligible patients, in line with NHS eligibility rules. Other services — including Private GP, Aesthetic Treatments, Vitamin B12 Infusion Therapy, and elements of our Diagnostics and MSK services — are privately funded, whether paid directly by you or through a private medical insurer.

We will always make clear which pathway applies to your booking before treatment begins.

Fees, payment & cancellations

Current fees for privately funded services are available on request and on our Pricing page. Payment is due as agreed at the time of booking, or in accordance with your private medical insurer’s terms. Full details of our appointment cancellation, rescheduling, and non-attendance (“did not attend”) terms are set out in our Payment & Cancellation Policy, available on our website – please read it before booking, as cancellation charges may apply.

If you hold private medical insurance (for example with Bupa, AXA Health, Aviva, Vitality, or Allianz), it remains your responsibility to confirm your cover, excess, and any pre-authorisation requirements with your insurer before treatment.

Medical disclaimer & emergencies

This Website is not for emergencies. If you have a life-threatening emergency, call 999 immediately.

Please consult your GP or attend A&E urgently if you have recently or suddenly developed: difficulty passing urine or controlling your bladder/bowels; numbness or tingling around your back passage or genitals; or numbness, pins and needles, or weakness in both legs.

For non-emergency medical concerns, including fever, unusual swelling, or feeling unwell following treatment, call NHS 111, available 24 hours a day, every day of the year.

Website content is not medical advice

Blog articles, self-help resources, service pages, and FAQs on this Website are provided for general information only and do not constitute individual medical advice or a substitute for a consultation with a qualified clinician. Always seek the advice of a suitably qualified health professional regarding any medical condition or treatment.

Acceptable use

When using the Website, you agree not to:

submit false, misleading, or fraudulent information in any form;
attempt to gain unauthorised access to our systems, patient records, or booking infrastructure;
use automated tools to scrape, copy, or overload the Website;
use the Website in any way that is abusive, threatening, or unlawful towards our staff, clinicians, or other patients.

We may suspend or refuse service to anyone who breaches this section, and reserve the right to report unlawful activity to the relevant authorities.

Intellectual property

All content on this Website – including text, graphics, logos, the HS Health Group name and branding, and site design – is owned by or licensed to HS Health Group Limited and protected by copyright and trademark law. You may view and print pages for your own personal, non-commercial use, but may not reproduce, republish, or distribute any content without our prior written consent.

Third-party links & partners

Our Website may link to, or reference, third-party organisations such as diagnostic partners (e.g. Aqua Medical Laboratories), audiology partners (e.g. Bailgate Hearing), pharmacy partners (e.g. EG Pharmacy), and private medical insurers (e.g. Bupa, AXA, Aviva, Vitality, Allianz). We are not responsible for the content, accuracy, or privacy practices of any third-party website, and linking to it does not imply endorsement of everything they publish.

Liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be limited or excluded under English law.

Subject to the above, we are not liable for any indirect or consequential loss arising from your use of the Website, including loss of data or missed appointments due to circumstances outside our reasonable control. This clause does not affect your statutory rights or any clinical negligence claim arising from treatment you receive from us, which is governed by the applicable clinical governance and complaints procedures described in Section 15.

Indemnity

You agree to indemnify HS Health Group Limited against any claims, losses, or expenses arising from your breach of these terms, or from information you have provided to us that is false, misleading, or submitted without appropriate authority (for example, submitting a booking on behalf of a patient without consent).

Complaints

If you are unhappy with any aspect of your care or your experience of our services, you have the right to raise a complaint, have it investigated, and receive a response with any necessary action identified. Our full Complaints Procedure – covering local resolution, escalation to our Complaints Officer, and independent review via HSCAMP (Health and Social Care Complaint Adjudication Management Service) or the Parliamentary and Health Service Ombudsman – is available on our Contact Us page.

Complaints should normally be raised within 6 months of the incident, in writing, to admin@hshealthgroup.co.uk or by post to our correspondence address above.

Governing law

These terms are governed by the laws of England and Wales, and any dispute arising from them will be subject to the exclusive jurisdiction of the courts of England and Wales.

Changes to these terms

We may update these Terms of Service from time to time, for example to reflect changes in our services, regulatory requirements, or the law. The “last updated” date at the top of this page shows the current version. Continued use of the Website after changes are published constitutes acceptance of the revised terms.