Terms & Conditions

1. Your order is accepted when you have received a confirmation

We will contact by email or in your online account you to confirm we’ve accepted your order.  This will normally be shortly after you have paid.

2. Services are only available if you are over 18

If you are making an appointment for your child, that is fine so long as you (the customer) are over 18.

3. Sometimes we refuse orders

Sometimes we cannot accept orders, for example because we can’t verify your age, or because an error on our system has resulted in a mistake in availability or pricing. When this happens, we let you know as soon as possible and refund any sums you have paid

4. We charge you when we accept your order

We will normally charge you when we have accepted your order.  We will send an email promptly confirming this.  Note, your appointment is not confirmed until we have informed you of this.

5. We’re not responsible for delays outside our control

If our supply of your service is delayed by an event outside our control, such as the Healthcare Practitioner being unwell or otherwise unable for a reason beyond their control able to attend the appointment, we will contact you as soon as possible to let you know and do what we can to reduce the delay before the appointment can be rescheduled.  As long as we do this, we won’t need to compensate you for the delay, but if the delay is likely to be substantial or you are not happy with the rescheduled appointment, you can contact our Customer Service Team at client@pregma.co.uk to cancel the appointment and receive a refund for any services you have paid for in advance, but not received.

6. You’re responsible for making sure your information is accurate

If we’ve asked you for any information relating to the service, you’re responsible for making sure that information is correct.

7. You can cancel 24 hours before your appointment but lose your 14 day cancellation rights for last minute appointments.

For most services bought online in the UK, you have 14 days after the date the order is confirmed to change your mind about a purchase.  At Pregma, we permit you to cancel any order up to 24 hours before the appointment time, no matter how long ago you made your order.  In this sense we go beyond the rights given to you in law.  However, in order to be fair to our Healthcare Practitioners, we cannot accept cancellations with less than 24 hours’ notice – even if that is within the 14 day cancellation period given to you by law.  You understand that you are giving up your right to cancel any service within 24 hours of the time of the appointment.

If you change your mind and wish to cancel, please use the “reschedule” or “cancel” options in your dashboard, or if necessary contact our Customer Service Team at client@pregma.co.uk (or by selecting “contact us” in your account page).  Providing you have given us at least 24 hours’ notice before your appointment, we will refund you as soon as possible and within 14 days of you telling us you’ve changed your mind.  We refund you by the method you used for payment.  We don’t charge a fee for the refund.

8. You can end an on-going relationship

You can end an on-going relationship with us (for example, for regular services) at any time and you will be refunded (as set out above) for any appointments more than 24 hours after the time you inform us you wish to cancel.

9. You have rights if there is something wrong with your service

If you think there is something wrong with our service, or the problem is with the healthcare services you have received, please contact our Customer Service Team at client@pregma.co.uk.  Your legal rights in relation to Pregma’s service are summarised below.  These are subject to certain exceptions.  For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.  Remember too that you have several options for resolving disputes with us (see section 16 below):

Summary of your key legal rights

For the provision of services, such as our service booking appointments with Healthcare Practitioners, the Consumer Rights Act 2015 says:

• You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it. In practice this refers to a situation where we don’t make the appointment for you that you have requested.
• If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.
• If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

10. We can change services and these terms (and you may have cancellation rights)

Changes we can always make:

We can always change a service:

• to reflect changes in relevant laws and regulatory requirements, for example in the case of a pandemic, services may not be provided face-to-face; and
• to make minor technical adjustments and improvements, for example to change our payment processor.

Changes we can only make if we give you notice and an option to terminate:

If we have to make a change that impacts directly on the service you receive, such as changing the Healthcare Practitioner you have selected, we’ll notify you and you can then contact our Customer Service Team at client@pregma.co.uk if you do not agree with the change and want to end the contract and receive a refund for any services you’ve paid for in advance, but not received.

11. We can suspend supply (and you have rights if we do)

We can suspend the supply of a service temporarily.  We do this to:

• deal with technical problems or make minor technical changes;
• update the service to reflect changes in relevant laws and regulatory requirements; or
• make changes to the service (see “We can change services and these terms” above).

We contact you in advance to tell you we’re changing your service.  If you do not accept the changes we make, then you have the right to end the contract and we’ll refund any sums you’ve paid in advance for services you won’t receive

12. We can withdraw services permanently

We can stop providing a service altogether.  We will let you know in advance and refund any sums you’ve paid in advance for any such services which won’t now be provided.

13. We can end our contract with you

We can end our contract with you for a service and claim any compensation due to us if:

• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we or your Healthcare Practitioner need to provide the service, for example, test results, access to your home for home visits, etc. In these circumstances our compensation will normally be limited to the amount payable for the appointment(s);
• you repeatedly cancel appointments with Healthcare Practitioners;
• you provide false information to us or to Healthcare Practitioners, or you make fraudulent complaints or refund claims;
• you break any other term of our agreement with you.

14. We don’t compensate you for all losses caused by us or our services

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Caused by another party. For example, we are not responsible for problems with the healthcare services you receive from Healthcare Practitioners.
• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in section 5 above: We’re not responsible for delays outside our control.
• Something you could have avoided by taking reasonable action, including following our reasonable instructions.

15. We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: www.pregma.co.uk/privacy-policy

16. You have several options for resolving disputes with us

• Our complaints procedure. Our Customer Service Team (client@pregma.co.uk) will do their best to resolve any problems you have with us or our services. As a reminder, any issues with the healthcare services you received should be resolved with the Healthcare Practitioners concerned or, if necessary, their professional body.
• Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.  If we cannot resolve a dispute directly with you, we may suggest alternative dispute resolution. If you’re not satisfied with the outcome you can still go to court.
• You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts.  If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in.  We can claim against you in the courts of the country you live in.

17. Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your service.  We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.  If you’re unhappy with the transfer you can contact our Customer Service Team at client@pregma.co.uk to end the contract within 30 days of our telling you about it, and we will refund you any payments you’ve made in advance for services not provided.

You can only transfer your contract with us to someone else if we agree to this.  We may not agree if the services are for you, because they are personal to you, however we might agree to transfer an account from one parent to another.

Nobody else has any rights under this contract.  This contract is between you and us.  Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply.  If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later.  We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

Coverage limitations for clients outside the UK.  You can book appointments with Pregma from anywhere in the world.  That said, please note that when making your booking, all times shown in the Pregma calendar are for the United Kingdom time zone, so you will need to convert that to your local time.  Additionally, all payments will be made in GBP pounds sterling and your bookings with Pregma’s healthcare community will be subject to UK law.  Please note that if you try to from book overseas while using a UK address to register with us, you will be in breach of our policies and it is very likely that your booking will not be covered by insurance.  Accordingly, in these circumstances, neither Pregma nor the practitioner will have any liability whatsoever to you for the services you receive.