Terms & Conditions

Thank you for choosing Oveli Healthcare Limited, company number 11329103 with registered office address No. 5 The Heights Brooklands, Asprey Accountants, Weybridge, England, KT13 0NY (Oveli Healthcare, we, us, our) for your healthcare needs. We are dedicated to coordinating a seamless experience for individuals seeking surgery and related services.

1. Acceptance of these Terms

1.1. These Patient Terms and Conditions (Terms) govern the provision of our services, and contain important terms to explain how the related offerings are provided to you. Please read them carefully in full. If you have any questions or concerns about these Terms, our services or Oveli Healthcare in general, please contact our customer support team on frontdesk@ovelihealthcare.com.

1.2. By agreeing to move forward with Oveli Healthcare you are accepting these terms and conditions. This is forming a legally binding agreement between you and Oveli Healthcare. Please also review our Privacy Policy to understand how we collect, use, and protect your personal information.

1.3. There will be further consent forms for you to complete relating to your treatment.

2. Overview of the services and who is responsible for each part

2.1. Oveli Healthcare provides access to surgery and related services by co-ordinating the provision of services by:

• The consultant surgeon who will perform your surgery, plus pre-operative assessments and consultations by a consultant surgeon (Surgeon)


• The hospital at which your surgery and related care will take place (Hospital)


• The anaesthetist who is responsible for administering anaesthetics for your surgery (Anaesthetist).

2.2. These third party service providers are independent medical practitioners, and they are each responsible for their own services. They are not employed by Oveli Healthcare. We are not responsible for the acts or omissions of those third party service providers. The following paragraphs explain what each service provider is responsible for.

3. Services provided by Oveli Healthcare

3.1. The service packages available are displayed on our website: www.ovelihealthcare.com. The process to access the services is as follows:

• Step 1: We offer a free assessment service which can be booked via our website. This is a call with one of the Oveli Healthcare team about the services we can provide you with access to, and generic information about who the services are appropriate for (Free Assessment). The Free Assessment may not be with a medical professional and does not constitute medical advice. It is not specific to your circumstances and does not result in any binding commitments on either you or us. As part of the Free Assessment, we will advise you whether you need to obtain scans prior to the Initial Consultation. If so, we will help you to obtain those scans from a third party provider at your own cost.

• Step 2: We will arrange an initial consultation to be conducted by telephone or via our website to make a preliminary assessment of your suitability for surgery and help you select a service package (Initial Consultation). When booking an Initial Consultation, you will be required to pay the Initial Consultation Fee which will not exceed £350.

• Step 3: If the Initial Consultation indicates you are suitable for surgery and you confirm you wish to proceed, we will provide you with written confirmation of the service package you have chosen (Service Package) and the cost (Full Service Fee)


• Normal payment timescales: A deposit equal to 20% of the Full Service Fee (Deposit) is due within 5 days after we confirm your booking. The balance of the Full Service Fee is due 14 days before your scheduled surgical procedure.


• Payment timescales for Short Bookings: If your surgical procedure is due to take place within 14 days from us confirming your booking (Short Booking), the Full Service Fee is due within 48 hours after we confirm your booking.


• When the contract is formed: The contract between us for the Service Package is formed when we receive payment of the Deposit (or when we receive payment of the Full Service Fee in the case of Short Bookings).

• Step 4: We will arrange for the provision of the Surgery Services, Hospital Services and Anaesthetist Services (each described below). When selecting the Surgeon, Hospital and Anaesthetist, we will ensure they have the appropriate qualifications, registrations and insurances to perform the applicable services. We will confirm the dates of your appointments to you.

• Step 5: We will arrange two follow up appointments, one with a nurse 2 weeks after the surgical procedure and one with a surgeon 6 weeks after the surgical procedure

3.2. If included in the Service Package you have chosen, we will also:

• Arrange transport to the Hospital (within 60 miles)


• Arrange a post-operative 2-night stay at 5* hotel


• Arrange 6 physiotherapy appointments


• Arrange 6 psychotherapy sessions

3.3. The services described in paragraphs 3.1 and 3.2 are the Oveli Healthcare Services.

3.4. We are only liable for the Oveli Healthcare Services. We will perform the Oveli Healthcare Services with reasonable care and skill. If we fail to do so, you may have a claim against us for breach of contract or negligence for any loss you suffer.

4. Services provided by the Surgeon

The Surgeon will be responsible for:

• All advice provided as part of the Initial Consultation.


• Advising you on the expected outcomes of the surgical procedure, all associated risks and potential complications, and obtaining your consent to proceed.


• Making any referrals, if needed.


• Performing the surgical procedure.


• Performing any further consultations which are included in the Service Package, including the 6 week follow up appointment.


• Taking all information required from you in order to perform the above services.


• Working with the Anaesthetist and Hospital personnel as appropriate

The above services are the Surgery Services. We act as an agent of the Surgeon to take payment of the fee for the Surgery Services. This is included in the Full Service Fee. 4.2.The Surgeon is solely responsible for the Surgery Services. If the Surgeon is negligent in performing the Surgery Services, you may have a claim against the Surgeon for any loss you suffer.

4.2. The Surgeon is solely responsible for the Surgery Services. If the Surgeon is negligent in performing the Surgery Services, you may have a claim against the Surgeon for any loss you suffer.

5. Services provided by the Anaesthetist

5.1. The Anaesthetist will be responsible for:

• Reviewing the results of the pre-operative assessments conducted by the Hospital and determining if any further tests are required to be undertaken by the Hospital.


• Advising you on the risks associated with anaesthetic.


• Taking all information required from you to assess your suitability for anaesthetic and other pain relief, and determining dosage.


• Administering the anaesthetic required for the surgical procedure.


• Administering appropriate pain relief post-surgery


• Working with the Surgeon and Hospital personnel as appropriate

5.2.The above services are the Anaesthetist Services. We act as agent of the Anaesthetist to take payment of the fee for the Anaesthetist Services. This is included in the Full Service Fee.

5.3. The Anaesthetist is solely responsible for the Anaesthetist Services. If the Anaesthetist is negligent in performing the Anaesthetist Services, you may have a claim against the Anaesthetist for any loss you suffer.

6. Services provided by the Hospital

6.1. The Hospital will be responsible for:

• Performing pre-operative diagnostics including X-Ray and pre-operative assessment prior to admission, and determining your suitability for the surgical procedure.


• Providing the medical facilities for the pre-operative diagnostics and assessment, the surgical procedure and the post-operative care, including the operating theatre, post-operative ward and scanning facilities.


• Providing catering during the hospital stay.


• Supplying the necessary medication and consumables before, during and after surgery, including anaesthetic, pain relief and wound care.


• Providing nursing care during the hospital stay.


• Performing the physio services included in the applicable package, including the provision of a physio protocol guide.


• Providing all staffing required for the above services, other than the Surgeon and Anaesthetist.


• Taking all information required from you in order to perform the above services.


• Working with the Consultant and Anaesthetist as appropriate.

6.2. The above services are the Hospital Services. We either act as agent of the Hospital to take payment of the fee for the Hospital Services, or they will take the fee for the Hospital Services from you directly. Either way, the fee for the Hospital Services is included in the Full Service Fee.

6.3. The Hospital may require you to agree to their own terms of service relating to the Hospital Services (Hospital Terms), and you will not be able to receive the Service Package unless you agree to the Hospital Terms.

6.4.The Hospital is solely responsible for the Hospital Services. If the Hospital is negligent in performing the Hospital Services or breaches the terms of their contract with you, you may have a claim against the Hospital for any loss you suffer.

7. Risks of clinical complications

You acknowledge and agree that:

• Medical procedures carry inherent risks, including the risk of clinical complications. You will be given information about the specific risks involved, and by proceeding, you agree to assume those risks.

• It is not possible to guarantee the outcome of any medical procedure.

• If clinical complications arise, you may have to pay additional fees to cover the costs of treatment which is outside of the Service Package – see paragraph 16.

8. Your obligations

8.1. You must:

• Declare all relevant information (including your medical history) at each stage of the process, when requested, and notify us of any changes to the information you have previously provided. The information you provide must be accurate and as complete as possible.


• We required you to sign and confirm our medical history document, stating that all medical information and medical history you have provided is accurate and correct.


• Keep us updated with your contact details from time to time.


• Carefully read all information and instructions provided to you in the course of the services, and ask questions if there is anything you do not understand.


• Comply with all instructions which are provided to you in the course of the services, including preoperative medical safety recommendations and prescribed aftercare advice.


• Attend all scheduled post-operative care appointments.

8.2. We will not have any liability to you which arises from a failure by you to comply with these obligations. You will be responsible for any additional charges which arise from your failure to comply with these obligations. Failure to comply with these obligations could put your health at risk and your treatment may be cancelled.

9. Fees

9.1. The Initial Consultation will not be provided until the Initial Consultation Fee has been paid. The fee for any subsequent consultations (which are outside the scope of the Service Package) will not exceed £350.

9.2. The Full Service Fee for the remainder of the Service Package (excluding the Initial Consultation) will depend on your medical circumstances, based on the Initial Consultation. The Full Service Fee will be notified to you after the Initial Consultation. We will explain to you how it is calculated.

9.3. The remainder of the Service Package will not be provided until the Full Service Fee has been paid. Any appointments which have been booked may be cancelled unless payment is made in full when due.

9.4. Together, the Initial Consultation Fee and the Full Service Fee cover the Oveli Healthcare Services, the Surgery Services, the Anaesthetist Services and the Hospital Services.

9.5.The Full Service Fee does not cover any services required which are outside the scope of the Service Package, including any services required on readmission – see paragraph 16.

10. Payment methods

10.1. We accept payment by credit card, debit cards and bank transfers. Details of accepted payment methods will be provided during the booking process.

10.2. If you need help with funding your treatment, we can put you in touch with a finance provider. However, you remain fully responsible for payment of all fees. You will be responsible for entering into any agreement with the finance provider, and we will not be a party to that agreement.

11. Cancellation by you

11.1. You have a right to cancel the Initial Consultation for any reason within 14 days from paying for it, and you will receive a full refund. However, if you confirm in writing that you wish the Initial Consultation to be performed within that 14 day period, you will not be entitled to a refund once it has been performed.

11.2. You have a right to cancel the remainder of the Service Package for any reason within 14 days from paying the Deposit or within 14 days from paying the Full Service Fee in the case of Short Bookings (Cooling Off Period), and you will receive a full refund of the amounts you have paid. However, if you confirm in writing that you wish services to be provided to you during the Cooling Off Period (such as for a Short Booking), you will not be entitled to a refund for those services after they have been performed.

11.3. If you cancel the Service Package after the Cooling Off Period has ended:

• At least 14 days before the scheduled surgical procedure, we will keep the Deposit you have paid as a cancellation fee. You will not have to pay the balance of the Full Service Fee.


• Less than 14 days but more than 7 days before the scheduled surgical procedure, you will be entitled to a refund of 50% of the Full Service Fee.


• Less than 7 days before the scheduled surgical procedure, you will not be entitled to any refund of the Full Service Fee.

11.4. You must notify us by email to frontdesk@ovelihealthcare.com of any cancellations.

11.5. We encourage you to speak to our support team before cancelling, as we may be able to suggest solutions to address your concerns

12. Missed appointments and rescheduling by you

12.1. If you miss a scheduled appointment, you will not be entitled to any refund and may be charged in addition for the rescheduled appointment.

12.2. If you need to reschedule an appointment or the surgical procedure, you must contact us by email to frontdesk@ovelihealthcare.com within 48 working hours before the scheduled appointment.

13. Rescheduling by us

We will make every effort to provide the services on the dates that we notify to you. However, we cannot promise this and there may be delays outside of our control. We reserve the right to change the date of your treatment, in which case we will try to give as much notice to you as possible.

14. Cancellation by the Surgeon / Anaesthetist

14.1. Your surgical procedure may be cancelled or postponed if the Surgeon or Anaesthetist considers that you are medically unfit to undergo the procedure or that a postponement is required for medical reasons. They will explain the reasons to you.

14.2. If the Surgeon or Anaesthetist considers that a postponement is necessary, a new procedure date will be arranged without any additional charge to you.

14.3. If the Surgeon or Anaesthetist considers that you are medically unfit to undergo the surgical procedure and it is cancelled, you will receive a refund of the Full Service Fee less £150 for the Surgeon’s consultation fee and an additional £150 if pre-operative tests were conducted.
The surgical procedure may be cancelled due to your failure to disclose known medical conditions or history of medication use, or if you do not adhere to pre-operative instructions provided by the Surgeon, the Anaesthetist or other clinicians. If so, you will not be entitled to any refund of the Full Service Fee.

15. What to do if you have a complaint

15.1. If you experience any problems with the Service Package, please contact us in the first instance at frontdesk@ovelihealthcare.com with details of the problem, so we can try to resolve the issue.

15.2.If the issue is not resolved to your satisfaction, you should submit a written request for a refund to frontdesk@ovelihealthcare.com detailing the reasons for the request and providing any relevant evidence or documentation. We may contact you to gather additional information or to clarify the circumstances.

15.3. You may be entitled to a refund of part or all of the Full Service Fee if there is a deficiency in how the Service Package has been delivered. Any refund amount will be determined based on the nature and extent of the deficiency. It may cover all or a portion of the fees paid. We will communicate the amount and timing of the refund to you upon approval of the refund.

16. Additional treatment and additional costs you may have to pay

16.1. You may need further treatment to address complications arising from the surgical procedure, such as infections or dislocations. This may arise during your time in hospital for the surgical procedure, or you may need to be readmitted post-discharge. If needed, we will liaise with the Surgeon and Hospital to arrange your readmission.

16.2. The Surgeon and / or Hospital will assess your condition and advise on the appropriate course of action.

16.3.You may be charged extra fees for any additional treatment required, where that treatment is outside of the scope of the Service Package. Such fees will be based on the Hospital, Surgeon and Anaesthetist’s standard fees, which will be notified to you. In emergency circumstances, it may not be possible to notify you of these fees before they are incurred.

16.4.Any further treatment or services performed by the Surgeon, the Anaesthetist or the Hospital will be the sole responsibility of the relevant provider.

17. Limits on our liability

17.1. We are not responsible for your losses which:

• Are caused by an event outside of our control, as long as we have taken reasonable steps to prevent such events and to minimise losses suffered.


• You could have avoided by taking reasonable action, including following reasonable instructions given to you.


• Are business losses ie. they relate to your business, profession or craft (including loss of profit, loss of business, business interruption or loss of a business opportunity).

17.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Service Package (including the right to receive services which are as described and supplied with reasonable skill and care). Nothing in these Terms affects your legal rights.

18. Other important terms

18.1. Conflict: If there is any conflict between these Terms, our marketing materials and any forms you are provided with (such as the booking form), these Terms will take priority.

18.2.Your property: Oveli Healthcare is not responsible for any personal property you bring to medical facilities. You are advised to leave valuables at home, and keep your belongings secure during consultations and procedures.

18.3. International patients: If you are an international patient, additional considerations may apply, including visa requirements, travel arrangements and insurance. Oveli Healthcare does not provide advice or guidance on this. Please visit www.gov.co.uk.

18.4. Transferring rights: You may not transfer your rights under these Terms. We may transfer our rights under these Terms so that a different organisation is responsible for performing our obligations. We will notify you of this in writing if it happens, and your rights and obligations under the contract will not be affected.

18.5. Third party rights: These Terms create a contract between you and us only. Nobody else can enforce or rely on any of these Terms.

18.6. Invalid provisions: If a court or other authority decides that some of these Terms are unlawful, the rest will continue to apply.

18.7. Changes to these Terms: We may update these Terms from time to time. Changes to the Terms will not apply to any services which have already started before the Terms are changed, unless such changes are made to ensure compliance with applicable laws.

18.8.Governing law: 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.