Membership Terms & Conditions
Private GP Services & Diagnostic clinics
Duality Healthcare
Membership Terms & Conditions
- Twelve (12) Month Membership Services
1.1 Duality Healthcare reserves the right to withdraw membership and suggest alternative care pathways for you if the level of care is beyond what we deem reasonable under this scheme or if you require a service which we do not provide.
1.2 The standard appointment duration is 15 minutes.
1.3 We will provide a private prescription for any medication, to be obtained from your local pharmacy. There is no additional charge for the prescription although any charges from your pharmacy may still apply.
1.4 Regular consumables and medical supplies used during the appointment will not incur a charge. Any medication, vaccinations, special dressings, or laboratory tests will incur a charge. These will be specified to you at the appointment.
1.5 We will use our reasonable endeavours to ensure you will be able to see a GP within 24 hours of contacting us.
1.6 Additional fees will be incurred for any additional Duality Healthcare services that are utilised by our membership patients outside of their membership plan. You will be informed of any additional costs prior to incurring them. These additional fees will be payable as per our terms and conditions.
- Late or missed appointments for Members
2.1 If you are more than 5 minutes late to your appointment, the GP may not be able to see you. This decision is at the discretion of the GP you are scheduled to see and of the Duality Healthcare team. In the event you are late for your appointment and it can no longer be facilitated, the appointment will be classed as a missed appointment and cannot be rescheduled.
2.2 If you do not show up for your appointment time, this will be classed as a missed appointment and will incur a charge of twenty-five (£25) GBP.
2.3 No refunds are given if members do not make use of our services in their subscription year.
- Fair Use Policy
3.1 We are committed to ensuring equitable access to our practice in order to deliver the best possible service. To ensure this, we ask all patients to make use of the services in a fair and reasonable manner and would like to kindly remind you that patients should use this membership in accordance with this Fair Use Policy.
3.2 Our fair usage policy is implemented on trust to ensure patients use our services within a reasonable and sensible limit.
3.3 Inconsiderate, disproportionate, or unfair use of this membership may mean that another patient who wants to access their GP or other healthcare professionals unable to do so due to limited availability.
3.4 Examples of unfair use service may include, but are not limited to:
(a) Significant deviation from average use of a standard GP surgery or booking an unreasonable number of consultations – this will be adjudged in good faith reasonably by each Duality Clinic.
(b) Booking appointments with no intention of attending
(c) Booking two 15 Minute appointments back-to-back
(d) Frequent, unwarranted use of urgent care for non-urgent issues
(e) Misrepresentation of health conditions to secure unnecessary appointments
(f) Any form of abuse or harassment of our staff.
3.5 Duality Healthcare has the right to decline a membership application if they feel the patient has a complex medical history or condition that would be better managed by another healthcare professional, or within a hospital that is set up to manage more complex needs.
- Investigating / Finding Unfair Use
4.1 If unfair use is suspected, we reserve the right to cancel individual access. This process will include a written communication with you followed by cancellation of your membership.
4.2 Please see below suggestions to help ensure that you are not in breach of the Fair Use Policy:
(a) Please only submit consultation requests for the issues you require genuine help with.
(b) Please only submit one booking request for the issue you require help with – submitting the same request repeatedly or chasing an answer within a short time frame will not necessarily result in a faster response and could result in membership cancellation.
(c) If your request is urgent, consider contacting the practice via the telephone system.
(d) Keep appointments made with us or cancel in plenty of time.
(e) Use our service responsibly and do not expect immediate treatment for non-urgent / routine conditions.
(f) Submitting the same request repeatedly may be deemed unfair use.
(g) Use our services responsibly.
(h) Consider other avenues of help for minor conditions – self-care, pharmacy, etc. where appropriate.
(i) Treat us with respect. We will not tolerate verbal or physical abuse.
- Cancellation of Membership
5.1 You may cancel your agreement with us and your membership within fourteen (14) days of the day on which your membership begins and within fourteen (14) days of the renewal of the Initial Membership Period and each Subsequent Membership Period (“Cancellation Period”). We will refund your membership fee to you within thirty (30) days from the day on which we receive your cancellation notice provided that:
(i) if you use the Duality Healthcare services within the Cancellation Period and you subsequently choose to cancel the membership within the Cancellation Period the cost of the services accessed will be deducted from any refund you receive;
(ii) should the cost of Duality Healthcare services accessed exceed the total membership payment made by the date of cancellation, you will be liable for these excess costs; and
(iii) an administration fee for cancellation of twenty-five (£25) GBP will be deducted from any refund due to you. If you wish to cancel this subscription you must do so within the Cancellation Period. If you want to cancel your agreement under this clause, you must give us notice by email to [email protected].
5.2 The initial membership period is twelve (12) months (the “Initial Membership Period”) and shall continue on an annual basis thereafter (each 12-month renewal a “Subsequent Membership Period”). We cannot offer a refund during the Initial and Subsequent Membership Period of your membership if you cancel your membership after the Cancellation Period has elapsed.
5.3 In the event of continued inappropriate usage of our Duality Healthcare service by an individual, we reserve the right to immediately cancel membership benefits in order to protect the care provided to all other members.
5.4 If used fraudulently, your membership will be withdrawn and cancelled immediately without refund. You may also be liable for the cost of services accessed through fraudulent use of your membership.
5.5 Your membership is not transferable to another person.
5.6 The benefits attached to this membership and the offers notified to you may, from time to time, be subject to change without notice. Where necessary, we will replace these with a relevant health service.
- Term and Termination
6.1 These terms and conditions shall apply for the Initial and Subsequent Membership Period.
6.2 We reserve the right to increase subscription at any time during the Subsequent Membership Period once the Initial Membership Period (first twelve (12) months) has elapsed. If you want to cancel your agreement under this clause, you must give us notice by email to [email protected].
6.3 You must cancel the subscription in writing within thirty (30) days prior to the end of the Initial and Subsequent Membership Period (as applicable) otherwise the subscription will continue for another (12) months unless cancelled within the Cancellation Period. If you have made any payment in advance for services that have not been provided to you, we will refund these amounts to you provided that: (i) if you use the Duality Healthcare services and you subsequently choose to cancel the membership within the Cancellation Period the cost of the services accessed will be deducted from any refund you receive; (ii) should the cost of Duality Healthcare services accessed exceed the total membership payment made by the date of cancellation, you will be liable for these excess costs; and (iii) an administration fee for cancellation of twenty-five (£25) GBP will be deducted from any refund due to you.
6.4 You may terminate your membership immediately if:
(a) We break this agreement in any material way and we do not correct the situation within twenty (20) business days of you asking in writing to do so;
(b) We go into liquidation or a receiver or an administrator is appointed over our assets;
(c) We change these terms and conditions to your material disadvantage; or
(d) We are unable to provide the agreed services due an event outside of our control.
6.5 We may terminate your membership immediately if:
(a) You do not pay us when you are supposed to (this does not remove our right to charge you interest under the terms of this agreement);
(b) You break the agreement in any other material way, and you do not correct or fix the situation within twenty (20) business days of us asking you in writing to do so;
(c) We are affected by event outside of our control; or
(d) You fail to attend two (2) appointments without informing us.
- Failed or missed payment of membership
7.1 If you fail to make payment for your membership, the intent will be resubmitted within seventy-two (72) hours and shall be resubmitted by Duality Healthcare thereafter at a frequency required to collect payment. Following these resubmissions, if payment is still not made, the membership will be suspended. Should payment be made within five (5) days of the failed attempt, the membership will be unsuspended. If after five (5) days there is no payment made, the membership shall be permanently suspended and any unutilised appointments/benefits will be lost and you will be liable to pay us on demand an administration fee of twenty-five (£25) GBP plus the outstanding balance for the remainder of the Initial Term or Subsequent Term (as applicable), (the “Overdue Amount”).
7.2 We may charge interest to you on the Overdue Amount at the rate of three percent (3%) a year above the base lending rate of the Bank of England from time to time. This interest shall accrue daily from the payment due date until the date of actual payment of Overdue Amount, whether before or after judgement. You must pay us interest together with any Overdue Amount.
7.3 Should you wish to reinstate your membership after a suspension, you may do so by resubmitting your request to gain membership.
- Data Protection
8.1 Duality Healthcare adheres to the General Data Protection Regulation 2018 (GDPR) in relation to personal data.
8.2 By signing these terms and conditions, members agree and consent to Duality Healthcare or any of our third-party service providers, to processing their personal data to allow us or any of our third-party providers to carry out the services under these terms and conditions, including processing of financial and card details for the purposes of taking payments. You further confirm that:
(a) You have read and understood our Privacy Notice.
(b) You consent to the organisation collecting, storing and processing your personal data for the purposes of administering your membership, communicating with you about organisational activities, and maintaining membership records.
(c) Your personal data will be processed lawfully, fairly and transparently and will only be used for the purposes for which it was collected.
8.3Your information will not be shared with third parties unless required by law or where necessary for the operation of the organisation.
8.4 You have the right to:
(a) Request access to the personal data we hold about you.
(b) Request correction or deletion of your personal data where appropriate.
(c) Withdraw your consent at any time by contacting us. Withdrawal of consent will not affect the lawfulness of processing carried out before consent was withdrawn.
8.5 We or any member of our Group may use your data to provide you with information about services that may be of interest you and are similar to those set out in this agreement. We or they may contact you by electronic means (e-mail or SMS).
8.6 If you do not want us to use your data for marketing purposes, please email us at [email protected].
- Liability
9.1 To the fullest extent permitted by law, Duality Healthcare shall not be liable to any member for any indirect, incidental, consequential, special or punitive damages, including but not limited to loss of profits, loss of revenue, loss of opportunity, loss of data, loss of business, or reputational damage, whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise, even if Duality Healthcare has been advised of the possibility of such losses.
9.2 The total aggregate liability of the Company to any Member arising out of or in connection with the Membership, the Services, or these Terms shall not exceed the total amount of membership fees paid by the member to Duality Healthcare in the twelve (12) months preceding the event giving rise to the claim, or £100, whichever is greater.
9.3 In no event will Duality be liable for the actions of its subcontractors, third party providers, agents or consultants and expressly disclaims all such liability. The Company shall not be responsible or liable for:
(a) actions, conduct, or omissions of other Members;
(b) content, advice, or materials shared within the membership by Members or third parties;
(c) third-party services, platforms, websites, or tools linked to or used in connection with the Membership; or
(d) interruptions, delays, or failures in service caused by circumstances beyond the Company’s reasonable control.
9.4 We do not exclude or limit in any way our liability for:
(a) death or personal injury caused by our gross negligence or the gross negligence of our employees; or
(b) Fraud
- Information and Contact
10.1 Duality Healthcare Northern Ireland Limited is registered in Northern Ireland. Our company registration number is NI701157 and our registered office is at
7 Savages Terrace
Newry
Northern Ireland
BT35 6AT
10.2 If you have any questions or if you have any complaints, please contact us. You can contact us by telephone on 0330 094 6522 or by e-mailing us at [email protected]
10.3 If you wish to contact us in writing, or if any clause in these terms requires you to give us notice in writing (for example, to cancel the agreement), you can send this to us by e-mail to [email protected]. We will confirm receipt of this by contacting you in writing. If we have to contact you or give you notice in writing, we will do so by e-mail, by hand, or by pre-paid post to the address you provide to us in the registration form.
- Misc
11.1 The scheme is not an emergency or out of hours service and does not replace services provided by NHS paramedic services or NHS GP.
11.2 We strongly recommend that you remain registered with an NHS doctor throughout your Initial and Subsequent Membership Period.
11.3 Whilst we are responsible for administering the scheme, we cannot be held liable in any way whatsoever for injury, loss, or damage arising directly or indirectly from the advice given by any third party associated with this scheme.
11.4 We may transfer our rights and obligations under these terms and conditions to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these terms and conditions.
11.5 This agreement is between you and us. No other person shall have any rights to enforce any of its terms and conditions.
11.6 Duality Healthcare holds adequate professional indemnity insurance to cover for the acts and omissions of its employees and is committed to operate within the statuary requirements in the UK and to clinical best practice guidelines, as outlined by relevant authorities.
11.7 If we fail to insist that you perform any of your obligations under these terms and conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
11.8 The terms of this agreement are governed by, and shall be construed in accordance with, the laws of Northern Ireland. Any litigation arising from this agreement will be conducted under the exclusive jurisdiction of the courts of Northern Ireland.