Terms & Conditions

Welcome to Kinvara Private Hospital. These Terms and Conditions set out the agreement between you (the Patient) and Kinvara Private Hospital Ltd for the provision of private medical services. By booking an appointment or receiving treatment with us, you agree to be bound by these Terms.

Kinvara Private Hospital provides treatment to private patients only, whether self-funded or funded through private medical insurance. We do not provide NHS-funded treatment.

Please pay particular attention to the sections on Consultant independence, payment, cancellation, and, where your treatment is cosmetic surgery, our separate Cosmetic Surgery Revision Policy.

Definitions

In these Terms, the following words have the following meanings:

• "We", "Us", "Our", "the Hospital" means Kinvara Private Hospital Ltd.
• "You", "Your", "Patient" means the individual receiving treatment or their authorised legal representative.
• "Consultant" means an independent medical practitioner involved in your care, who may be a surgeon, physician, anaesthetist, general practitioner or physiotherapist.
• "Services" means the medical treatments, procedures, consultations and associated care provided to you.
• "Estimate" means an indicative cost for your treatment, subject to change based on clinical requirements.
• "Fixed Price Package" means treatment for which we have agreed a guaranteed total price, as set out in your Booking Confirmation.
• "Booking Confirmation" means our written confirmation of your appointment or treatment, including any Admission Letter or estimate.
• "Admission Letter" means the letter confirming your treatment, dates and, for self-pay patients, the Fixed Price or estimate.
• "Registration Form" means the form you complete and sign before your appointment or admission.
• "Hospital Charges" means the Hospital's standard rates for facilities and services, applicable at the time of your treatment.
• "Booking Fee" means the non-refundable payment you make to secure your treatment date, which is credited towards the total cost of your treatment.
• "Balance" means the cost of your treatment remaining after the Booking Fee has been paid.
• "Balance Due Date" means the date by which the Balance must be paid, being four weeks before your treatment date, or, where your treatment is booked within four weeks, the date of booking.
• "Complication" means an adverse clinical outcome directly related to your treatment, as determined by your Consultant, whose decision on whether an outcome is a complication related to your treatment is final.
• "Sundry Items" means personal items incidental to your care, including visitors' meals, newspapers, telephone calls and similar items. A list of prices for Sundry Items is available on request.
• "Working Day" means any day other than a Saturday, Sunday or public holiday in England.
• "Writing" or "written" includes email, unless we state otherwise.

1. Booking and acceptance

A contract is formed when you book an appointment or treatment with us and we confirm your booking in writing. Your booking represents an offer to purchase our Services, which we may accept or decline at our discretion.

2. Pre-assessment requirements

All surgical procedures require a pre-assessment consultation, which may be conducted remotely or in person. You must disclose your complete medical history, including all medications, allergies and previous treatments. Failure to provide accurate information may result in cancellation of your treatment.

3. Attendance and late arrival

Please arrive in good time for your appointment. If you are running late, please notify us promptly by telephone. If you arrive more than one hour after your scheduled appointment time without having notified us, this may be treated as a missed appointment, and we reserve the right to apply a rescheduling fee of £100 and to offer you an alternative date. We are not responsible for any travel or accommodation costs you incur.

4. Cooling-off period for remote bookings

Where you book treatment as a distance contract (for example following a remote consultation, or by telephone or email without attending in person), you have a statutory right under the Consumer Contracts Regulations 2013 to cancel within 14 days of entering the contract, without giving a reason.

If you wish treatment, assessment or any service to begin during this 14-day period, you must expressly request this in writing. By making that request you acknowledge that: (a) if you then cancel within the cooling-off period, you remain liable to pay for the services already provided up to the point of cancellation; and (b) once the services have been fully performed at your request, your right to cancel is lost. Where no services have been provided, you will receive a full refund.

5. Consultant independence

Your treatment is provided by an independent Consultant (which may include a surgeon and a separate Consultant anaesthetist) who contracts with you directly and separately from these Terms. The Consultant is not employed by the Hospital. The Consultant is solely responsible for all clinical decisions, for the surgical and anaesthetic aspects of your care, for obtaining your informed consent, and for the advice, treatment and outcomes of the care they provide.

The Hospital provides facilities, nursing and support services only. The Hospital is not liable, in contract, negligence or otherwise, for any act or omission of any Consultant (or of the entity that employs or engages them) in the provision of their clinical services. Any claim relating to clinical care must be directed to the relevant Consultant and their professional indemnity insurer.

Where the Hospital includes a Consultant's fee on its invoice, it does so only as collecting agent for that Consultant, to reduce the number of separate invoices you receive. The Consultant remains at all times an independent practitioner. Neither a Consultant nor their secretarial staff has authority to quote or agree Hospital Charges on the Hospital's behalf, and any such figure is subject to written confirmation by the Hospital.

6. Facilities and equipment

We will provide clean, modern facilities and medical equipment maintained to high standards. All equipment is regularly serviced and meets UK regulatory requirements.

7. Nursing and support staff

We employ qualified nursing and support staff to assist during your treatment and recovery. All staff are registered with the appropriate professional bodies and participate in ongoing training.

8. Accommodation and catering

If your treatment requires an overnight stay, we will provide private accommodation and meals tailored to your dietary requirements where medically appropriate.

9. Quality and safety standards

We are registered with the Care Quality Commission and comply with all relevant healthcare regulations. We maintain comprehensive clinical governance systems and participate in national clinical audits.

10. Follow-up appointments

The Hospital is responsible for arranging your follow-up appointment at the interval recommended by your Consultant and will contact you to do so. Consultant availability may occasionally require your follow-up to be scheduled a little earlier or later than first indicated. If for any reason you have not heard from us by the expected time, please contact us so we can arrange it promptly. Nothing in this clause reduces our responsibility to provide the follow-up care your Consultant has recommended.

11. Accurate information

You must provide complete and accurate information about your medical history, current medications, allergies and lifestyle factors. You must inform us immediately of any change to your health status between booking and treatment.

12. Pre-treatment instructions

You must follow all pre-treatment instructions provided by your Consultant or our clinical team. This may include fasting requirements, cessation of smoking or vaping, medication adjustments or lifestyle modifications. Failure to comply may result in postponement or cancellation of your treatment.

13. Responding to us

You must respond to our communications regarding your treatment, including requests for information, pre-assessment documents and scheduling, within 5 working days unless we specify otherwise. Delay in responding may affect your treatment date and, where it prevents safe pre-operative preparation, may result in postponement.

14. Changes to surgical arrangements

If you wish to change any aspect of your surgical plan, including arrival time, implant choice, anaesthesia preferences or other treatment details, this must be communicated to us in writing. You are responsible for ensuring you receive written confirmation that your request has been received and processed. Changes requested verbally or without written acknowledgement cannot be guaranteed.

15. Post-treatment care

You must follow all post-treatment care instructions and attend follow-up appointments as required. You are responsible for arranging appropriate support during your recovery, including transportation and care assistance where necessary.

16. Escort for day-case surgery and sedation

If your treatment involves a general anaesthetic, sedation or certain day-case procedures, it is a condition of proceeding that a responsible adult collects you, accompanies you home, and is available to stay with you for the period advised by your Consultant or our clinical team (usually the first 24 hours). If no suitable escort is available, we may postpone or cancel your procedure on safety grounds, and our cancellation charges under clause 23 may apply.

17. Conduct and behaviour

You must treat our staff, Consultants and other patients with respect and courtesy. We reserve the right to terminate treatment and require you to leave the premises if you engage in abusive, threatening or inappropriate behaviour.

18. Pricing and estimates

We will provide you with a written estimate for your treatment. Estimates are indicative only and may change based on your individual clinical requirements. We will inform you of any significant change to costs before proceeding.

19. Payment

We accept payment by bank transfer, debit card, credit card and medical finance plans.

A non-refundable Booking Fee of £500 is required to secure your treatment date. The Booking Fee is credited towards the total cost of your treatment.

The Balance must be paid in full by the Balance Due Date, being four weeks before your treatment date. Where your treatment is booked within four weeks of the treatment date, the full cost is payable at the time of booking. We may not be able to proceed if the Balance is not paid by the Balance Due Date.

If you are covered by insurance or have agreed a payment plan with our finance team, different arrangements may apply, as set out in your Booking Confirmation.

Fees paid are personal to you and your treatment. They are non-transferable and cannot be applied to another person or to a different course of treatment.

20. Finance options

We partner with Humm Finance to offer 0% interest payment plans, subject to credit approval. Longer payment terms are available with interest. Finance applications are subject to the finance provider's terms and conditions.

21. Card details and outstanding balances

When you register we may ask for debit or credit card details, which we hold securely for up to six months or until your account is settled, whichever is sooner. Where you have an outstanding balance for services provided, you authorise us to debit that balance, and any cancellation fee, from this card, provided we have first given you at least seven days' written notice of the amount and our intention to do so. Where your anticipated stay is not fully covered by the sum paid in advance, we may ask you to pay in stages and to settle your account on or within seven days of discharge.

22. Insured patients

If you are funded by private medical insurance, you remain personally and ultimately responsible for payment of all charges.

• (a) You must confirm with your insurer, in advance, that your treatment is covered, and obtain pre-authorisation. We cannot obtain this on your behalf.
• (b) Where you have given us complete and accurate policy and pre-authorisation details, we will, where possible, invoice your insurer directly at the rate agreed between us and that insurer.
• (c) If your insurer has not settled our invoice in full within 45 days of its date, we may treat the outstanding amount as unpaid and invoice you directly, and you agree to pay it.
• (d) You are responsible for any shortfall between our charges and the amount your insurer pays, and for any item your policy does not cover (including Sundry Items, specialist aids and some medications). We are not responsible for any shortfall in your cover.
• (e) If your insurer declines a claim and you self-fund, our standard Hospital Charges apply unless we have expressly agreed otherwise.

23. Outstanding balances and interest

Any additional costs arising during or after treatment must be paid within 30 days of invoice. Any balance not paid within 30 days of the invoice date will accrue interest at 4% per annum above the Bank of England base rate, calculated daily from the due date until payment is received. We reserve the right to recover reasonable costs incurred in pursuing overdue accounts, and to pursue recovery through legal action if necessary.

24. Refunds

Any refund will be made only to the person who made the original payment, by electronic bank transfer to the originating account or card. We do not make refunds in cash, and we do not refund to any third party other than the original payer.

25. Third-party payers

Where a third party (for example a spouse, employer or sponsor) agrees to pay for your treatment, that party is jointly and severally liable with you for the charges, and any refund will be made only to that party as the original payer. You remain personally liable for any sum the third party does not pay. We will require written confirmation of the payment arrangement before treatment proceeds.

26. Your cancellation rights

You may cancel by notifying us in writing. Because we commit theatre time, consultant and anaesthetist booking, nursing, pre-ordered implants or prostheses, and consumables in advance of your treatment date, our costs are substantially incurred as the date approaches. Our cancellation charges reflect a genuine pre-estimate of those committed costs and are as follows:

• (a) 14 calendar days or more before treatment: no charge;
• (b) 7 to 14 calendar days (inclusive) before treatment: 50% of the agreed treatment cost;
• (c) fewer than 7 calendar days before treatment, or non-attendance: 100% of the agreed treatment cost, reflecting that by this point substantially all costs of providing your treatment have been irrevocably committed.

Where our actual committed costs are demonstrably lower than the charge above, we will charge only those actual costs. This clause does not affect any statutory cancellation right you may have under clause 4.

The Booking Fee is non-refundable. Any cancellation charge under this clause is calculated on the Balance (the treatment cost less the Booking Fee). In no circumstances will the Booking Fee and the cancellation charge together exceed the full cost of your treatment.

Medical cancellation. Where you are unable to proceed with your treatment for documented medical reasons (supported by a medical certificate, GP letter or hospital letter), we will refund any payment you have made, including the Booking Fee, less a £250 administration fee. This sits alongside, and not in place of, the cancellation charge structure above.

27. Postponement

You may request to postpone your treatment once without charge if requested more than 14 calendar days in advance. Subsequent postponements, or those requested with fewer than 14 calendar days' notice, will incur a £250 administration fee.

28. Cancellation by us

We may cancel or postpone your treatment if: your Consultant is unavailable due to illness or emergency; you are deemed medically unfit to proceed; you have not complied with pre-treatment requirements; payment has not been received or authorised; or circumstances beyond our reasonable control prevent us from proceeding. If we cancel your treatment, we will offer you an alternative date or a full refund of any payment made for treatment not provided.

29. Right to decline or withdraw treatment

We and your Consultant reserve the right to decline to accept you for treatment, or to withdraw from providing treatment, where there are reasonable clinical or professional grounds to do so. This includes the circumstances set out in our Complaint Policy.

Where we decline to accept you before any service has been provided, you will receive a full refund of any advance payment. Where we withdraw after services have already been provided, we will refund any advance payment less our reasonable charges for the services provided up to that point, including any Hospital Charges and any costs already committed on your behalf (such as pre-ordered implants or prostheses).

30. Informed consent

Your Consultant will explain your treatment, including potential risks, benefits and alternatives. You must provide written consent before any procedure. You have the right to withdraw consent at any time before treatment begins.

31. Treatment outcomes

While we strive for the best possible outcomes, we cannot guarantee specific results. Individual outcomes vary based on multiple factors including your general health, adherence to post-treatment care, and biological response to treatment.

Aesthetic results are inherently subjective and vary between individuals. By proceeding, you confirm that your Consultant has discussed the likely outcome, its limitations, and the realistic results achievable for you, and that your expectations have been addressed. A result that meets the clinical objective agreed with your Consultant is not a complication, and dissatisfaction with such a result does not in itself entitle you to a refund or to free revision surgery. Any revision is governed by our Cosmetic Surgery Revision Policy.

32. Complications

All medical procedures carry some risk of complications. For self-pay patients with a Fixed Price Package, the Fixed Price includes the cost of treating, at the Hospital, any clinical complications identified by your Consultant as arising directly from your treatment, provided you have followed the advice of your Consultant and our clinical team. For cosmetic procedures, the complication must be identified by your Consultant within six months of your original treatment date.

Whether a complication is related to your treatment is determined by your Consultant, and that decision is final.

Where a complication is beyond what the Hospital can safely manage, you accept that onward or follow-up care may be provided by your GP, the NHS or another appropriate provider. Where this is the case, that care is not covered by your Fixed Price Package and we are not responsible for its cost.

This clause governs clinical complications only. Revision of an aesthetic outcome is governed by our Cosmetic Surgery Revision Policy.

33. Treatment by another provider

If you undergo further surgery or treatment relating to your procedure with another surgeon or provider, neither the Hospital nor your original Consultant is obliged to provide any follow-up care, revision or support in connection with that further treatment, and any complication arising from it is not covered by your Fixed Price Package.

34. Revision surgery

Where your treatment involves cosmetic or aesthetic surgery, the circumstances in which revision surgery may be offered, whether at no charge or chargeable, and the time limits and approvals that apply, are set out in our separate Cosmetic Surgery Revision Policy, which forms part of your contract with us.

35. Second opinions

You have the right to seek a second opinion before proceeding with treatment. We encourage you to ask questions and to ensure you are fully informed before making decisions about your care.

36. Clinical photographs and images

We and your Consultant may take clinical photographs or other images before, during and after your treatment for the purposes of your clinical record, surgical planning, audit and clinical governance. These are held securely as part of your medical record.

We will only use your images for teaching, training, research, marketing or publication (including on our websites) where you have given separate, specific written consent. That consent is voluntary, is not a condition of treatment, and you may withdraw it at any time by writing to us, after which we will stop further use, although we may be unable to recall images already published or in print. Where you consent to marketing or public use, you may choose whether images are anonymised. We process all images in accordance with UK GDPR and our Privacy Policy.

37. Recording

We may make clinical recordings (for example operative or imaging records) as part of your care and medical record. If you wish to record a consultation for your own reference, please tell the clinician beforehand; we will not unreasonably refuse, but recording without the clinician's knowledge is not permitted, and any recording you make is for your personal use only and may not be published or shared without our written consent and the consent of those recorded.

38. Tissue and explanted devices

Tissue, specimens and any implant or device removed during your treatment are handled in accordance with the Human Tissue Act 2004. Histology and pathology specimens are retained for the period required for your diagnosis and any applicable regulatory or laboratory standards, and are then disposed of lawfully and respectfully. Where you wish to retain a removed implant or device (for example an explanted prosthesis), please tell us in advance; we will return it where it is lawful and safe to do so, otherwise it will be disposed of as clinical waste.

39. Fitness for discharge

The decision that you are fit for discharge rests with your Consultant. If you discharge yourself against your Consultant's advice, no further services will be provided under any Fixed Price Package and no refund is due for treatment not taken. If, with our agreement, you remain at the Hospital beyond the point your Consultant considers you fit for discharge, our standard accommodation and care charges will apply and will be invoiced to you separately.

40. Data protection

We process your personal data in accordance with UK GDPR and the Data Protection Act 2018. Please refer to our Privacy Policy for full details of how we collect, use and protect your information.

41. Medical records

We maintain comprehensive medical records for all patients. You have the right to access your medical records by making a written request, and we may charge a reasonable fee for providing copies where permitted. We retain your medical records securely for a minimum of eight years from the date of your last treatment or contact, in line with the Records Management Code of Practice, after which they may be securely destroyed.

42. Sharing information

We will share your medical information with your Consultant, treating clinicians and relevant staff involved in your care. We may also share information with your GP (with your consent), your insurer (where applicable), and regulatory bodies where required by law.

43. Confidentiality

All staff are bound by strict confidentiality obligations. We will not disclose your information to third parties without your consent, except where required by law or necessary for your care.

44. Making a complaint

We are committed to providing excellent care. If you are dissatisfied with any aspect of your treatment or service, please tell us as soon as possible so we can investigate and respond. Our full Complaint Policy is available on request and on our website, and sets out the process in detail. A summary follows.

45. How we handle complaints

Our complaints procedure has three stages: Stage 1, Local Resolution; Stage 2, Internal Appeal; and Stage 3, Independent External Adjudication. We will acknowledge your complaint in writing within three working days and aim to provide a full written response within twenty working days. If we need longer in exceptional circumstances, we will explain why and keep you informed. If you remain dissatisfied with our Stage 1 response, you may request escalation to Stage 2 in writing within four weeks.

46. Independent external adjudication

If you remain dissatisfied after Stage 2, and both internal stages have been completed, you may refer your complaint to the Dispute Resolution Ombudsman for independent external adjudication. You must confirm this in writing within four weeks of our final response, and you are responsible for the adjudication fees. You may also raise concerns with the Care Quality Commission at any time. The CQC does not resolve individual complaints or award redress, but it regulates the Hospital and may use the information you provide.

47. Our liability

We maintain comprehensive professional indemnity and public liability insurance. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

48. Consultant liability

Your Consultant is an independent practitioner responsible for clinical decisions and treatment, and maintains their own professional indemnity insurance. Clinical negligence claims should be directed to the Consultant or their insurer, as set out in clause 5.

49. Personal belongings

We accept no responsibility for the theft, loss of, or damage to any personal belongings brought to the Hospital by you or your visitors. We recommend you do not bring valuable items. Secure storage is available for essential items during treatment.

50. Limitation of liability

Subject to clause 47, our total liability for any claim arising from your treatment is limited to the amount you paid to the Hospital for that treatment, except where caused by our negligence.

51. The contract and order of priority

Your contract with us consists of: (a) these Terms; (b) our Cosmetic Surgery Revision Policy, where your treatment is cosmetic surgery; (c) our Complaint Policy; (d) the Registration Form; and (e) your Booking Confirmation (including any Admission Letter or estimate). Each forms part of your contract with us.

If there is any conflict between them: the Cosmetic Surgery Revision Policy prevails on matters of revision surgery; the Complaint Policy prevails on the handling of complaints; in all other respects these Terms prevail; your Booking Confirmation prevails on the specific price and dates of your treatment; and separate contractual arrangements between you and your Consultant sit outside this contract, as set out in clause 5. If there is any inconsistency between this contract and any marketing material, this contract prevails.

52. Capacity

The Hospital provides treatment only to adults aged 18 or over who have capacity to consent to their own care. Where an adult patient lacks capacity, treatment will proceed only in accordance with the Mental Capacity Act 2005.

53. Variation

Any change to these Terms or to your agreed treatment is valid only if recorded in writing and confirmed by us. No member of staff, Consultant or secretary has authority to vary these Terms or to make binding promises about price, outcome or treatment verbally.

54. Changes to these Terms

We may update these Terms from time to time. The version applicable to your treatment is the version in force when you book your appointment. Any change will apply only to new treatment you book after the change, and will not apply to treatment already booked or in progress. Updated Terms will be published on our website.

55. Change in applicable law

You acknowledge that applicable law, regulation or professional guidance may change in a way that prevents us from providing certain care. If we become aware that such a change has occurred and it affects your care, we will contact you to explain this and its consequences.

56. Notices

Any formal notice under these Terms must be in writing and sent by email or post to the address on your Booking Confirmation (for notices to us) or to the contact details you have given us (for notices to you). A notice is deemed received: if by email, at the time of sending provided no delivery failure is received; if by post, two working days after posting.

57. Transfer of rights

We may transfer our rights and obligations under this agreement to another organisation, including a buyer of our business or a company within our group, and we will notify you in writing if this happens. This will not affect your rights or our obligations under these Terms. You may not transfer your rights or obligations without our written consent.

58. Force majeure

We are not liable for any failure or delay in performing our obligations caused by an event outside our reasonable control, including natural disasters, fire, flood, epidemic or pandemic, strikes, utility or equipment failure, or government action. If such an event occurs, we will notify you as soon as reasonably possible, our obligations will be suspended for its duration, and the time for performance will be extended accordingly. If the event continues so that treatment is materially delayed, you may cancel and receive a full refund of any advance payment for services not yet provided, and no cancellation charge will apply.

59. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

60. Entire agreement

These Terms, together with the documents listed in clause 51, constitute the entire agreement between you and Kinvara Private Hospital, and supersede any prior discussions or representations. This does not limit or exclude any liability for fraudulent misrepresentation, nor affect any rights you have under consumer protection law.

61. Governing law

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

62. Third party rights

Except for you and us, no person has any right to enforce any provision of this agreement under the Contracts (Rights of Third Parties) Act 1999.

63. Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or our right to enforce it in the future.

Kinvara Private Hospital Ltd, a company registered in England and Wales, company number 11248045, registered office 2 Clifton Lane, Rotherham, South Yorkshire, S65 2AJ.

These Terms and Conditions were last updated on 28 May 2026.