Terms of booking

Terms and conditions

  1. Registered Company:

Active Step Healthcare Limited is a registered company (no. 08591931) established under and governed by English Law (“the Company”). The services described are provided in England and the statements made on this website are governed by English Law.

  1. Use:

All material on the Company’s Website and unless otherwise specified belongs to Active Step Healthcare Limited or its group companies.

Except as stated in the paragraph below, the contents of the Company’s Website may not be copied, reproduced, distributed, republished, downloaded, displayed, posted or transmitted in any form or by any means without the express written permission of Active Step Healthcare Limited. You may not remove any trademark, copyright or other proprietary notice.

You may print or download to disk the contents of an individual page of the Company’s Website for the purposes of private and personal non-commercial use. You may make an electronically stored, transient copy of the content of the Company’s Website for the purpose of viewing it while connected to the Internet only, however, you may only make one such copy of any content.

  1. Warranty:

Active Step Healthcare Limited try to make sure that information contained on its Website or any documentation produced by the Company is as accurate as possible. However we give no warranty of any kind regarding such information (“the Information”). Active Step Healthcare Limited does not warrant the accuracy, completeness, currency, or reliability of any of the content or data found in the Information and Active Step Healthcare Limited expressly disclaims all warranties and conditions, including implied warranties and conditions and those arising by statute or otherwise in law or from a course of dealing or usage in trade.

If you have any questions or concerns relating to your health you should consult a healthcare professional.

Hypertext links enable you to access other websites on the Internet not owned by Active Step Healthcare Limited. In providing these links, we do not endorse in any respect the contents of any other Website, nor do we accept any liability for any

such contents. We will have no liability in respect of any material hyper-linked to our Website which includes, but is not limited to, material that may be misleading, inaccurate, defamatory, threatening or obscene or otherwise not in accordance with applicable law or regulations in force from time to time.

  1. Liability:

Active Step Healthcare Limited assumes no responsibility and shall not be liable for any damages to, or viruses that may infect, your computer or other equipment or other property on account of your access to, use of, or browsing in the Website. In no event shall Active Step Healthcare Limited be liable for any injury, loss, claim, damages, or any exemplary, punitive, direct, indirect, incidental or consequential damages of any kind (including but not limited to lost profits or lost savings) whether based in contract, tort, strict liability, or otherwise. The entire risk as to the quality, performance and use of the Company’s Website is with you. Any communications, messages and other information obtained while using the Company’s Website is obtained at your risk and you bear the entire responsibility for any losses that you may experience as a result of your use of our Website.

  1. Indemnity:

You shall indemnify and keep Active Step Healthcare Limited indemnified against all actions, claims, losses, costs (including all legal costs actually incurred or otherwise), damages and expenses that are suffered or incurred by Active Step Healthcare Limited whether or not reasonable or otherwise foreseeable or avoidable which arise directly or indirectly from any breach or alleged breach by you of any of these Terms and Conditions.

  1. Trademarks:

The display of any trademark on the Company’s Website does not imply that any license has been granted by its owner. No trademark infringement is intended and no suggestion is made that the owner of the trademark endorses our product or services. Equally, our display of the trademark does not constitute an endorsement or approval by us of the trademark owner, its Website or its product and/or services.

  1. Data Protection and Privacy:

Active Step Healthcare Limited is registered under the Data Protection Act 1998. We will retain data about you which we obtain as a result of you visiting our Website.

We may use that information to provide you with details of products or services (whether provided by us or others) which we believe may interest you, unless you

indicate at the relevant part of the Website to the contrary. You agree that your registration data and other information provided by you will be processed in accordance with our privacy policy.

  1. Severability:

If any part of these Terms and Conditions for any reason is declared invalid by a court of competent jurisdiction, this will not affect the validity of any remaining part of the Terms. Any such remaining part will remain in full force and effect as if the invalid part of the Terms had been eliminated.

  1. Termination:

Your access to and use of our Website may be terminated by us by notice with immediate effect at any time and for any reasons or no reason.

  1. Changes to these Terms:

We reserve the right to make changes to these Terms and Conditions at any time. Your use of our Website or our services following such changes constitute your acceptance of these changes.

  1. Entire Agreement:

These Terms and Conditions, together with those incorporated herein or referred to herein constitute the entire agreement between us relating to the subject matter hereof, and supersede any prior understandings or agreements (whether oral or written) regarding the subject matter.

  1. Governing Law:

These Terms and Conditions shall be governed and interpreted in accordance with the laws of England and Wales.

  1. Additional information

If you require any further information please email us on info@activestep.co.uk or write to the Patient Care Team at:

Active Step Healthcare Ltd, Unit A2 Segensworth Business Centre, Segensworth Road, Fareham, Hampshire PO15 5RQ.


Price and Payments

      1. We will supply the Services to you as set out in the Summary Report which will be issued following your initial appointment, which details the care and treatment which you will receive from us. The Summary Report will also set out the Price that we have calculated for any appointments or any packages of care which will equate to a summary report of ongoing care and recommended treatment
      1. During your initial appointment , you will be asked questions about your health and medical history, and the nature of your concerns. A thorough assessment will then be carried out. If, following the assessment, it is considered that for clinical or medical reasons it is not appropriate to proceed with your treatment either at all or because further tests or assessments need to be carried out, we will discuss this with you, and if we are still able to offer the treatment but at a later date (due to the tests or assessments required), we will send you a summary report letter. If we are not able to continue the treatment at all, we will tell you the reason(s) why.
      2. We calculate the Price based on:
  1. required post-treatment care,
  2. the results of any scans and diagnostic tests, and
  3. the complexity of your care and treatment.

We will of course always ensure that we explain to you how we have calculated the price of ongoing treatment.

      1. If you are recommended a package of care the Package price does not include any of the following:

(a) any long-term care or treatment or care that is not related to your Package,

(e) any drugs or medication not included within the take-home drugs as described in clause 1.5, and

(j) any costs or fees not specified as included in clause 1.5 or in your Summary Report Letter, and any provision of any of the above will be charged separately to you and you will be responsible for payment of those charges.

      1. Any medical treatment not related or connected with the care and treatment identified at your assessment, which requires a separate pathway of care, is not included in the Package price.
      2. The Package price may be payable pursuant to our monthly subscription method of payment. If you are recommended a monthly subscription payment method by us the terms of schedule 1 apply.
      3. You agree to the following specific payment provisions:
        • Payment via our Go Cardless scheme;
        • All payments due from you be paid in a timely manner and should you be in breach of this provision we reserve all rights to our services to you.
    1. YOUR Rights to Cancel and Applicable Refunds
      1. If you decide not to go ahead with your procedure or any other services, you may contact us at any time to cancel. You will be required to pay for any care received up until the point of cancellation. We reserve the right to charge a cancellation fee in respect of the aforesaid if you cancel your treatment or appointment within 24 hours of a scheduled appointment.
      2. We will refund any advance payment made by you or on your behalf, less any amount that you owe to Active Step Healthcare Limited for Services that we have not yet provided to you and we reserve the right to charge a cancellation fee as described in clause [6.25].
      3. If we cancel your treatment because we consider it is not in your best interests for medical reasons, and you have already paid for your Package price, we will refund your payment. Note that you will be required to pay for any care included in your Summary Report that you received up until the point of cancellation.

OUR Rights to Cancel and Applicable Refund

    1. We will make every effort to provide the Services on the date that we have set out. However, we cannot promise this, and we reserve the right to refuse or to cancel or change the date of your appointment. There may be delays or cancellations for any reason, such as because of an event outside our reasonable control, for operational or technical reasons or because we do not think it is in your best interest for medical reasons. Where this happens, we will try to give as much notice to you as possible. Where possible, as appropriate, we will always try to rearrange any appointment with you. Where we are required to cancel the appointment, any advance payment you have made for Services that have not been provided will be refunded to you. We will refund these amounts by card payment or electronic transfer only to the cardholder or person who made the original payment.
    2. Please note we do not make refunds in cash.
    3. We may cancel any appointment or any care or treatment at any time if you do not pay us when you are supposed to.
    1. You agree to pay for your care.
    2. Whilst you will remain responsible for the payment of your care, where you have private medical insurance:
  1. we will, where possible, process the insurance claim for your care with your insurer, provided you have given us and your insurer all the information we and your insurer need to do so, including but not limited to your policy and pre-authorisation numbers. If this information is incomplete or inaccurate, we may not be able to process your claim and you will need to pay for your care, as set out in (c) below;
  2. where we process your insurance claim and your insurer pays us direct, the rate agreed between Active Step Healthcare Limited and your insurer will apply to your care;
  3. if your insurer fails to settle our invoices (or any part of them) within 30 days of the date of issue we will assume that the outstanding amount will not be paid by your insurer and we may invoice you directly; and
  4. if we invoice you for your care or an element of it, you agree to pay us the amount invoiced within the time limits set out therein. If you do not think that we have invoiced you correctly, please let us know as soon as possible so we can investigate this further.
    1. It is your responsibility to confirm with your insurer in advance that your care is covered by your insurance policy; we cannot obtain any such confirmation on your behalf.
    2. Active Step Healthcare Limited will not be responsible for any insurer shortfall in cover. We recommend you confirm your policy limits with your insurer before you undertake your treatment. Any shortfall in cover is to be payable to us within 7 days of becoming due.
    3. Where the care pathway determined by us is not be covered by your insurance policy you will be required to pay for that part of your care.
    1. While Active Step Healthcare Limited will always try to meet your expectations, we cannot guarantee the result of any procedure, care or treatment, and it is possible that complications with your treatment or surgery can occur.
    2. We will need certain information from you that is necessary for us to provide the Services, and if you do not, after being asked by us, provide us with this information, or you provide us with incomplete or incorrect information, we may not be able to provide you with a full range of Services. Of course, if we are unable to provide the Services to you, you do not have to pay for the Services that we have not provided, but this does not affect your obligation to pay for any invoices we have already sent you for any Services we have already provided. Any advance payment you have made for Services that have not been provided will be refunded to you.
    1. If there is any problem with the Services we provide, please contact us and tell us as soon as reasonably possible, and we will investigate the problem under our complaints procedure and try to repair or fix the problem as soon as we can.

Events outside our control

    1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an event outside our reasonable control.
    2. If an event outside our reasonable control takes place that affects the performance of our obligations under these Terms we will contact you as soon as reasonably possible to notify you, and our obligations under these Terms will be

suspended and the time for performance of our obligations will be extended for the duration of the event outside our reasonable control.

    1. You may cancel the contract if an event outside our reasonable control takes place and you no longer wish us to provide the Services. Please see your cancellation rights under clause 3. Where you cancel your procedure due to an event outside of our control no cancellation fee will be applied.
  1. The Contract
    1. These are the Terms and Conditions on which we supply Services to you, and along with the Admission Letter and Registration Form, form the contract for services between you and us. By signing the Registration Form, you agree to these Terms and the form of the contract.
    2. This contract is between you and Active Step Healthcare Limited. No other person shall have any rights to enforce any of its terms.
    3. These Terms are governed by English law. You and we both agree to submit to the non-exclusive jurisdiction of the English courts.
    4. If there is any conflict between these Terms or your Registration Form, these Terms will take precedence. If there is any conflict or inconsistency between any marketing materials and these Terms, your Summary Report Letter and the Registration Form (which together form the contract between you and us) the terms of that contract will take precedence.
  2. Changes to these Terms
    1. We may change these Terms at any time, however, any changes to the Terms will only apply to any new care or treatment that you may receive and will not apply to any care or treatment that you may be part through or currently receiving when the change to these Terms is made.
    2. If you wish to end any care or treatment before it is completed, you may do so and your rights to do so are set out in clause 3.3.
  3. Information and how to contact us
    1. It is important that you keep us updated of any changes in your contact details.
  1. Cancellations and Extensions
    1. We reserve the right to charge a cancellation fee if you cancel any appointment with Active Step Healthcare Limited (or an Affiliate) within 24 hours of your scheduled appointment. If we charge you a cancellation fee, the amount of the fee will be the full appointment charge.
    2. If you do not pay for the Services as required, we may not provide any remaining Services to you with immediate effect until you have paid any outstanding amounts.
    3. If the cancellation fee is not paid in full and we have to use a third party debt collection agency to recoup this fee, additional charges will apply.
  2. Payment options
    1. We will ask you to make a payment in full and in cleared funds at your appointment. We may refuse further treatment if you have not paid in full. Your rights to a refund on cancellation are set out in clause 3.
    1. When we us the words “we”, “our” or “us” in these Terms we mean a member of the Active Step Healthcare Limited Group.
    2. When we use the words “writing” or “written” in these Terms, this will include e-mail unless we say otherwise.
    3. When the following words are used these Terms, this is what they mean:

Affiliate: any hospital owned or operated by any member of the Active Step Healthcare Limited Group or a third party that is managed by Active Step Healthcare Limited under a management agreement.

Summary Report Letter: the letter that we send to you detailing the appointment date and time, care and treatment to be provided to you and the Package Price. The letter will also include confirmation of the date of your procedure.

Active Step Healthcare Limited Group: means any company under the control of Active Step Healthcare Limited.

Registration Form: the registration form signed by you prior to your appointment.

Price or Package Price: the price that you pay for the services to be provided to you which we set out where relevant in the Summary Report Letter.

Services: the services that we are providing to you as set out in the Summary Report Letter.

Terms: the terms and conditions set out in this document.