Website Terms & Conditions (MedPlus)

Last updated: 5 January 2026

These Website Terms & Conditions (“Terms”) set out the rules for using www.medplusuk.com (the “Website”) and, where relevant, booking services with MedPlus (“we”, “us”, “our”).

Company details:
MedPlus (Company No. 16072447)
Registered office: Honeystone Cottage, Oxford Road, Enstone, Chipping Norton, England, OX7 4LP
Email: info@medplusuk.com | Phone: 01329 722721 | Website: www.medplusuk.com

By using our Website or booking with us, you agree to these Terms.

1) Important information

Our services are provided by regulated healthcare professionals (NMC / HCPC). We aim to deliver safe, ethical, person-centred care, including appropriate consultation, consent, confidentiality, documentation, and safeguarding.

Website information is for general guidance only and is not medical advice.

If you have urgent symptoms or a medical emergency, call 999 or NHS 111.

2) Our services

We provide services including:

Ear wax removal (including microsuction and/or irrigation where offered)

Medical aesthetics (treatments may vary over time)

Services are provided following appropriate screening, assessment and consent. Not all services are suitable for everyone.

3) Clinical suitability and right to refuse treatment

Your safety comes first. We may decline, postpone, modify, or stop a treatment if, in the clinician’s professional judgement, it is not safe or appropriate. This may include (but is not limited to):

contraindications identified during consultation/screening

symptoms or “red flags” requiring GP/ENT/NHS assessment

inability to confirm informed consent or capacity

concerns relating to safeguarding, coercion, or unrealistic expectations

abusive, threatening, or inappropriate behaviour

Where we cannot proceed, we will explain why and signpost appropriately.

4) Age restrictions

Medical aesthetics: strictly 18+ only.

Ear wax removal (under-18s): only where offered, with a parent/guardian present and with clinician agreement. We may apply minimum age limits depending on the service and clinical circumstances.

We reserve the right to request identification.

5) Bookings

Appointments can be booked via our Website, phone, or other approved booking channels.

You are responsible for providing accurate information, including relevant medical history and medications where requested.

Appointment times are allocated for the booked service. Additional concerns may require a longer appointment or rebooking.

6) Fees, deposits and payment

Prices are displayed on our Website (or confirmed at the time of booking). A deposit is required at the time of booking to secure clinical appointment time.

Deposit amounts vary by service and will be clearly shown during the booking process (or confirmed before payment is taken).

The remaining balance (if any) is payable on the day of your appointment, unless stated otherwise at checkout.

Payments are processed securely via our payment provider where applicable.

Why deposit amounts vary (including higher deposits for some aesthetics)

For certain medical aesthetics appointments, the deposit may be higher because:

some products may be prescription-only medicines or otherwise clinician-supplied products intended for a specific individual and treatment plan; and/or

once allocated/ordered/prepared for your appointment, some items cannot be transferred to a different service or reused for another patient, meaning they may become unusable if the appointment is cancelled late.

Deposits are used to reserve clinical time and help cover costs associated with late cancellations where products and clinical resources cannot be reallocated at short notice.

7) Cancellations and rescheduling (deposit policy)

We understand plans can change. To be fair to all patients and to protect clinical time, the following policy applies:

Rescheduling

You may reschedule once without loss of your deposit provided you give at least 48 hours’ notice.

Additional reschedule requests may be treated as a cancellation and may result in loss of the deposit (at our discretion).

Cancellations / late changes

If you cancel or reschedule with less than 48 hours’ notice, your deposit will normally be retained as a late cancellation fee.

This reflects the difficulty of reallocating clinical appointments at short notice and covers associated administrative and cancellation losses.

If we can rebook your slot

Where we are able to reallocate your appointment time, we may (at our discretion) offer a deposit credit (in full or in part) towards a future booking.

How to cancel/reschedule

Please contact us via info@medplusuk.com or 01329 722721 as soon as possible.

8) Late arrivals and missed appointments

Please arrive on time to ensure you receive your full appointment.

If you arrive late, we may need to shorten the appointment to avoid delaying other patients.

If you arrive more than 10 minutes late, we may be unable to provide the full service.

If you arrive more than 15 minutes late, we may need to treat this as a missed appointment, and your deposit may be retained.

9) Refunds

Deposits are generally non-refundable where an appointment is cancelled or changed with less than 48 hours’ notice, as set out above.

Where you cancel with 48+ hours’ notice, your deposit will be credited towards a future booking, unless stated otherwise at the time of booking.

If we cancel your appointment (see below), we will offer a reschedule or a refund of any prepaid amounts for the cancelled appointment.

Treatment outcomes: Individual results vary and cannot be guaranteed. Refunds are not provided solely because you are dissatisfied with an aesthetic outcome where the service was delivered appropriately and safely, and appropriate information/aftercare was provided.

If treatment cannot proceed for safety reasons: If a clinician determines it is not appropriate or safe to proceed (for example, due to contraindications identified at consultation), we may charge for the appointment time already provided (e.g., consultation) and refund any remaining balance, depending on what has been delivered.

10) If we cancel or rearrange your appointment

Occasionally we may need to reschedule due to clinician illness, equipment issues, or unforeseen circumstances. We will contact you as soon as possible and offer:

the next available appointment, or

a refund of prepaid fees for the affected appointment.

We are not responsible for third-party costs (e.g., travel, childcare) unless required by law.

11) Consent, aftercare and follow-up

We will explain the procedure, expected benefits, common risks, alternatives, and aftercare, and answer questions before treatment.

You must follow aftercare instructions. If you have concerns after treatment, contact us promptly.

If any complication or unexpected outcome occurs, we will respond appropriately, including advice, review, documentation, and escalation/signposting where needed.

12) Professional standards and confidentiality

We handle information in line with professional duties of confidentiality, safe record-keeping, and information governance. Please read our Privacy Policy for details on how we use and protect your data.

Privacy Policy: Please see privacy policy page on website
Cookie Policy: Please see Cookie policy page on website 

13) Marketing, advertising and claims (ASA/CAP-aligned approach)

We aim to ensure our advertising and website content is responsible, accurate, and not misleading. In particular:

We do not guarantee results; outcomes vary person-to-person.

Any before/after imagery (where used) is intended to be genuine, representative, and not misleading.

We do not target cosmetic intervention advertising at under-18s.

We avoid pressure-selling, fear-based messaging, or time-limited offers that could exploit insecurities or trivialise risk.

14) Intellectual property

All content on this Website (text, graphics, branding, logos, images) is owned by or licensed to MedPlus. You may not copy, reproduce, or reuse content without written permission.

15) Website use and availability

You agree not to misuse the Website (including attempting to gain unauthorised access, introducing malware, or interfering with functionality). We may suspend or withdraw access to the Website at any time.

16) Third-party links

We may link to third-party websites for convenience. We are not responsible for their content, policies, or availability.

17) Limitation of liability

Nothing in these Terms limits liability where it would be unlawful to do so.

To the extent permitted by law:

We are not liable for losses arising from reliance on Website content where you have not had a clinical assessment.

We are not liable for indirect or consequential losses (e.g., loss of earnings) arising from use of the Website or appointment cancellations.

Liability relating to services will be assessed on the specific facts and applicable law.

18) Complaints

If you wish to raise a concern or complaint: info@medplusuk.com | 01329 722721

We aim to:

Acknowledge complaints within 3 working days

Provide a full response within 20–25 working days where possible

If we need longer, we will explain why and confirm a revised timescale.

19) Governing law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.