Website Terms and Conditions of Use

These terms and conditions of use (the Terms) explain how you may use this website and any of its content (the Site). These Terms apply between New Horizons Imaging Ltd (“we”, “us” or “our”) and you, the person accessing or using the Site (“you” or “your”).

You should read these Terms carefully before using the Site. By using the Site or otherwise indicating your consent, you agree to be bound by these Terms. If you do not agree with any of these Terms, you should stop using the Site immediately.

These Terms apply to any parts of the Site, its functionality and content provided to you free of charge for information purposes only.

About us

We are New Horizons Imaging Ltd, a company registered in England and Wales under company registration number 13445428. Our registered office is at 216 Gainsford Crescent, Nottingham, England, NG5 5HS.

If you have any questions about the Site, please contact us by email at info@nhimaging.co.uk.

Using the site

We make no promise that the Site is appropriate or available for use in locations outside of the UK. If you choose to access the Site from locations outside the UK, you acknowledge you do so at your own initiative and are responsible for compliance with local laws where they apply.

We try to make the Site as accessible as possible. If you have any difficulties using the Site, please contact us using the contact details at the top of this page.

As a condition of your use of the Site, you agree to comply with our Acceptable Use Policy and agree not to:

• misuse or attack our Site by knowingly introducing viruses, trojans, worms, logic bombs or any other material which is malicious or technologically harmful (such as by way of a denial-of-service attack); or
• attempt to gain unauthorised access to our Site, the server on which our Site is stored or any server, computer or database connected to our Site.

We may prevent or suspend your access to the Site if you do not comply with these Terms or any applicable law.

We may amend or update these Terms from time to time to reflect changes in applicable laws, regulations, or regulatory requirements and/or introduce minor technical modifications, updates, or improvements.

We will use reasonable endeavours to ensure that any such amendments do not materially impact your access to or use of the Services. We will notify you in advance of any changes to these Terms prior to them taking effect. Once the updated Terms have been finalised, we will inform you of the changes by email.

Registration and password security

Use of the Site may require registration, particularly in order to access restricted areas of the Site.

We are not obliged to permit anyone to register with the Site and we may refuse, terminate or suspend registration to anyone at any time.

You are responsible for making sure that your password and any other account details are kept secure and confidential.

If we have reason to believe there is likely to be a breach of security or misuse of the Site through your account or the use of your password, we may notify you and require you to change your password, or we may suspend or terminate your account.

Any personal information you provide to us as part of the registration process will be processed in accordance with our Privacy Policy.

Booking an appointment with us

When you book an appointment through our website nhimaging.co.uk, acceptance of your booking will take place when we confirm to you your appointment details.

Please read and check your appointment booking carefully before submitting it. You will be able to correct any errors before submitting your appointment booking to us.

When you book your appointment, we will acknowledge it by sending you a follow-up email. If we cannot accept your booking, we will contact you and will not charge you in relation to that cancellation.

A contract shall be deemed to have been formed between you and us upon confirmation of your appointment booking, and both parties shall thereafter be legally bound by its terms.

If you are under the age of 18, you may not buy services from the Site.

Price and payment

The price of the Service shall be the price set out in the applicable price list in force on the date of your booking, unless otherwise agreed in writing. While we take reasonable care to ensure that all prices quoted to you are accurate, we reserve the right to amend our prices at any time at our sole discretion.

The price of your Procedure will be confirmed at the time of booking. Full payment must be made prior to the Procedure. Payment may be made over the telephone via our secure payment system.

The price of the Procedure is in pounds sterling (£) (GBP). An email receipt (or paper receipt upon request) will be issued once payment has been completed.

Payment can, depending on the card issuer, be made by credit card or debit card. Payment may only be made in UK Sterling. Your credit card or debit card will be charged when you book your appointment. We do not accept cash.

We will do all that we reasonably can to ensure that all of the information you give us when paying is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with this contract or our Privacy Policy or breach by us of our duties under applicable laws we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

Right to cancel

You have the right to cancel your appointment within 72 hours without giving any reason provided that the appointment was not scheduled for the same day or the following day. If you wish to reschedule your appointment, you must provide at least 48 hours’ notice prior to the scheduled appointment.

The following exceptions apply:

• Same-day appointments cannot be cancelled. However, patients may reschedule a same-day appointment, subject to an administrative fee of £45.
• Next-day appointments may be cancelled only if at least 12 hours’ notice is given before the scheduled appointment time.

If the required notice periods are not met, the appointment may be treated as a late cancellation.

To exercise the right to cancel or reschedule, you must inform us of your decision by a clear statement (for example, a letter sent by post or email) using the contact details at the top of this page.

To meet the cancellation or re-scheduling deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

If you reschedule your appointment by providing at least 48 hours’ notice prior to the scheduled appointment time, you may move your appointment to an alternative date without incurring any additional charge.

If you request to reschedule your appointment within 48 hours of the scheduled appointment time, we reserve the right to apply any additional amount payable in respect of the Procedure at the price applicable on the new booking date.

If you do not attend your appointment without prior notice (a Did Not Attend or DNA), the following will apply:

• in the event of a first DNA, you may reschedule your appointment once without additional cost;
• in the event of a second DNA, the full cost of the Procedure will be payable before a new appointment can be scheduled; and
• no refunds will be issued in the event of a DNA.

Effects of cancellation

If you cancel your appointment within the timeframe stated above, we will reimburse you for all payments received from you.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel your appointment.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

If you cancel your appointment outside of the stated timeframe, for example on the day of your appointment, you will not be reimbursed for cancellation and full payment will be maintained.

Carrying out the service

We will carry out the services on the date of your scheduled appointment. We will carry out the services within a reasonable time; however, we shall not be liable for any delay or cancellation resulting from circumstances beyond our reasonable control.

If our performance of the Services is affected by an event outside our reasonable control, we shall not be liable for any delay or failure to perform arising from such event. In such circumstances, there may be a delay before we are able to commence or resume the Services. We will use reasonable endeavours to minimise the impact of the event and will keep you informed of the relevant circumstances. We will resume the provision of the Services as soon as reasonably practicable once the event has been resolved.

Where such an event affects the provision of the Services, you will be entitled to either:

• reschedule your appointment to an alternative date or time at no additional cost; or
• cancel the Services, in which case you will receive a full refund of any payments made for Services that have not been provided.

Appointments

We aim to provide the Services in a timely and efficient manner. To assist us in doing so, you are required to arrive at least 15 minutes prior to your scheduled appointment time. This allows sufficient time for any necessary pre-Procedure checks, completion of consent forms, required documentation, and preparation for the Procedure.

Late arrival

If you arrive more than 15 minutes after your scheduled appointment time, as confirmed in our correspondence to you, we reserve the right not to proceed with your Procedure where accommodating you would cause disruption to other service users. In such circumstances, you will be charged for the full amount of the cost of the Service in your appointment.

Non-attendance

If you fail to attend your appointment and no prior notice has been provided to us, the appointment will be treated as a missed appointment and you will be charged in full.

All procedures

Referrals

Patients may access our services either through a referral from a healthcare professional or by self-referral. All referrals and self-referrals are subject to clinical review, and we reserve the right to determine whether the requested procedure is appropriate and safe to perform.

Patient safety questionnaire

All patients are required to complete a Patient Safety Questionnaire (PSQ) prior to undergoing any procedure. The purpose of this questionnaire is to assess the patient’s suitability and ensure the procedure can be carried out safely.

For patients booking appointments through our website, the PSQ forms part of the online booking process and must be completed at the time of booking.

For patients referred or booked through other channels, a secure link to the PSQ will be provided by email and must be completed prior to the appointment.

Failure to complete the required safety questionnaire may result in the appointment being delayed, rescheduled, or cancelled.

Pre-appointment information

Once an appointment has been confirmed, patients will receive an email containing a service information pack. This pack will include the patient’s appointment details, directions to the facility, parking information, relevant procedure information (including MRI guidance where applicable), a link to our Frequently Asked Questions (FAQ), and instructions regarding arrival at the facility.

Arrival and check-in

On arrival at the facility, patients will be received and checked in by a member of staff who will guide them through the admission process and provide any necessary assistance prior to the procedure.

Where images are produced as a result of your Procedure (excluding echocardiograms), they will be made available to you through an online portal together with a copy of your report, provided that there are no urgent findings.

Your privacy and personal information

Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information, and how to contact us and supervisory authorities in the event you have a query or complaint about the use of your personal information.

We will comply at all times with all applicable laws relating to personal data provided by you, or on your behalf, to us (“Your Personal Data”), including but not limited to the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR) (together, the Data Protection Laws).

Ownership, use and intellectual property rights

The intellectual property rights in the Site and in any text, images, video, audio or other multimedia content, software or other information or material submitted to or accessible from the Site (the Content) are owned by us and our licensors.

We and our licensors reserve all our intellectual property rights (including, but not limited to, all copyright, trade marks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind) whether registered or unregistered anywhere in the world. This means, for example, that we remain owners of them and are free to use them as we see fit.

Nothing in these Terms grants you any legal rights in the Site or the Content other than as necessary for you to access it. You agree not to adjust, try to circumvent or delete any notices contained on the Site or the Content (including any intellectual property notices) and in particular, in any digital rights or other security technology embedded or contained within the Site or the Content.

Unless you have our prior written consent, you are expressly prohibited from:

• using any automated process, software, or script to extract, scrape, crawl or collect data or content from this Site (Site Content) in any manner, including but not limited to the use of web crawlers, bots, or spiders;
• aggregating, collecting, or compiling Site Content for commercial or non-commercial purposes, including but not limited to the use of Site Content to create databases, directories, or other aggregated content; and
• using any artificial intelligence (AI) tools, machine learning algorithms, or other automated technologies to analyse, process, or generate content based on or through the use of Site Content. This includes, but is not limited to, using the Site Content to (i) train AI models, (ii) for any form of automated content generation, and (iii) as input to an AI system, as a prompt, request, question, instruction or similar.

By accessing and using this Site, you agree to comply with these restrictions. Any attempt to bypass these restrictions may result in legal action and/or termination of access to the Site.

Our responsibility to you

If we breach these Terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By “foreseeable” we mean that, at the time these Terms were formed, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).

We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.

Nothing in these Terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.

Events beyond our control

We are not liable to you if we fail to comply with these Terms because of circumstances beyond our reasonable control.

No third party rights

No one other than us or you has any right to enforce any of these Terms.

Variation

No changes to these Terms are valid or have any effect unless agreed by us in writing or made in accordance with this clause.

We reserve the right to vary these Terms from time to time. Our updated Terms will be displayed on the Site and by continuing to use and access the Site following such changes, you agree to be bound by any variation made by us. It is your responsibility to check these Terms from time to time to verify such variations.

Complaints

We strive to provide a high standard of service; however, we recognise that issues may occasionally arise. If you are dissatisfied and would like to provide feedback or suggestions, please contact us on info@nhimaging.co.uk.

We will aim to acknowledge your complaint in writing within 20 working days of receipt. Where a complaint is made by telephone or in person, we will acknowledge this contact and the detail discussed within the same timescale.

We aim to provide a full written response within 20 working days of receipt of the complaint. In some cases we will be unable to complete the investigation within 20 working days. If this applies we will keep you informed, but if you wish to discuss the progress of our investigation at any stage, please contact info@nhimaging.co.uk.

We are committed to resolving any disputes promptly and efficiently. If you are dissatisfied with any aspect of our Services, please contact info@nhimaging.co.uk so that we may address your concerns.

Governing law and jurisdiction

These Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.

If you are resident elsewhere, you will retain the benefit of any mandatory protections given to you by the laws of that country.

Any disputes will be subject to the jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live, where applicable.

Schedule 1 – Further information

The additional terms set out below are always subject to the requirement that any findings within a report deemed by us to be “Urgent” must be discussed with a clinician (Private GP or NHS GP) before the report is provided to you.

Self-pay services user

The price of your Procedure will be confirmed at the time of booking. Full payment must be made prior to your Procedure. Payment may be made over the telephone via our secure payment system.

If images are produced as a result of your Procedure (excluding echocardiogram), these will be provided to you via an online portal, and your report will be sent to your referring clinician or your NHS GP if you self-referred.

Referrals by Medico-Legal

If you have been referred by a solicitor or medico-legal professional, you must confirm that payment for your Procedure will be covered by that organisation. If the Procedure is not paid for or covered by your referrer, you acknowledge that you will be responsible for payment of the applicable fees.

Where images or a report are produced as a result of your Procedure (excluding echocardiograms), they will be provided to your medico-legal referrer.

Referrals by a private company

If you have been referred by a private company, you must confirm that payment for your Procedure will be covered by your referrer. If the Procedure is not paid for or covered by your referrer, you acknowledge that you will be responsible for payment of the applicable fees.

Where images are produced as a result of your Procedure (excluding echocardiograms), they will be made available to you through an online portal. Images and any associated report will also be provided separately to your referrer by the same or other appropriate means.

Private medical insurance

If your Procedure is funded by private medical insurance, you must check the terms and conditions of your policy with your insurer in advance. If your Procedure is not paid for or covered by your insurer, you will remain responsible for payment of the applicable fees (including any policy excess).

It is your responsibility to confirm with your insurer prior to your appointment that your Procedure is covered by your policy. We will not correspond with insurers regarding claims made by you after the Procedure.

To secure an appointment funded by insurance, you must provide the following information:

• the name of your insurer;
• your pre-authorisation number; and
• your membership number.

Self-referral

These Terms and Conditions must be read together with the Self-Referral – Patient Information Form (completed online or by telephone at the time of booking). The Self-Referral – Patient Information Form forms part of your contract with us.

With your consent obtained as part of the self-referral process, a copy of your report will also be provided to your GP.

If the report contains findings requiring urgent clinical action, you may be offered a virtual consultation with a private GP, at an additional cost, to discuss the findings and any recommended next steps before the report is released to you. Following such consultation, a summary will be provided to both you and your GP.

If a consultation with a private GP cannot be arranged, the report will instead be sent to your GP for discussion with you.

Reports containing urgent findings will not be released directly to a patient without prior discussion with a GP or other responsible clinician.