Mayo Clinic Healthcare Terms and Conditions

Updated, July 2026

Thank you for choosing Mayo Clinic Healthcare LLP (MCH, we or us) to provide your medical care. These Terms and Conditions (Terms) set out the basis on which we provide our services to our individual clients (You). Please read them carefully and let us know if you have any questions or concerns.

1. OUR AGREEMENT WITH YOU

1.1. By signing (or in the case of any electronic form, completing and submitting) any admission, registration or enrolment form, letter or quotation referring to these Terms, you are confirming your acceptance of these Terms and entering into a legally binding contract with us (the Agreement) under which we will provide such screening, diagnosis and other medical services as we may agree with you from time to time (Services).

1.2. In addition to these Terms, the following documents are relevant and are incorporated in the Agreement:

1.2.1. Our Privacy Policy (available at mayoclinichealthcare.co.uk) which sets out details of how we will receive, transfer and use any personal data you may provide to us, together with details of your rights in relation to that data. Our Privacy Policy explains the lawful bases and special-category conditions on which we process health and other special-category data;

1.2.2. Any admission, registration or enrolment form or letter you may complete;

1.2.3. Any medical consent form you may complete in relation to specific Services; and

1.2.4. The terms of use applicable to our electronic client portal (the Portal). The Portal provides a convenient means for you to view your records and results, view appointments, and provide us with pre-appointment information.

1.3. We may also have a separate agreement with your employer or some other corporate body (a Corporate Client) under which they have agreed to pay for certain Services provided to you as a sponsor. It is your responsibility to ensure that you have fully understood the scope of the Services which your Corporate Client will sponsor, although we will provide you with further information in relation to this scope as well.

1.4. We may update these Terms periodically, especially to reflect changes in law or best practices. We will notify you of any changes and may, where practicable, provide a period of notice in advance of the date on which they are to take effect. Changes will not affect any Services which we have already agreed to provide to you, which will be provided on the previous Terms. By requesting any further Services after the Terms have been updated, you are agreeing to the relevant changes to these Terms

2. PROVISION OF SERVICES

2.1. We will use reasonable skill and care when providing you with our Services. Some of the expert physicians who will provide the Services may be working with us as independent consultants or contractors rather than our employees. However, we will be responsible to you for their performance.

2.2. We may in the course of the Services refer you to or recommend other specialist providers for further diagnosis or treatment. When we do so, you will contract with those other providers directly and we will not be responsible for their performance. You may wish to confirm with your sponsoring Corporate Client or insurer whether they will meet the costs of such further diagnosis or treatment.

2.3. We will provide you with information allowing you to access and use the Portal and will assist you in setting up your user account. You agree that you will comply with the terms of use applicable to the Portal.

2.4. You understand and agree:

2.4.1. We cannot guarantee the result of any procedure or care provided or recommended as part of the Services as no clinical procedure is entirely risk-free, and it is possible that complications may occur. Our medical team will inform you of relevant details and possible risks during the Services;

2.4.2. If you have signed an authorisation to release or medical consent form, your medical information or records may also be released to those involved with your treatment as identified on the form, such as your private medical insurance company (Insurer) or to a Corporate Client. You understand that if you choose not to consent to us sharing information with your Insurer or the Corporate Client, they may refuse to pay for our Services;

2.4.3. We will need you to disclose certain information that is necessary for us to provide our Services, and you must ensure that all information is complete and accurate (as far as possible) or, alternatively, authorise us to request that information from others (such as your current physicians). Failure to do so, or incomplete or inaccurate information, may mean that we will not be able to provide you with some or all of the Services;

2.4.4. Acting reasonably, we reserve the right to decline to provide Services where this is necessary based on clinical appropriateness, patient and/or staff safety, legal or regulatory requirements, or operational feasibility.

2.4.5. While we take all reasonable care to ensure the safety of your property, we do not accept any responsibility for theft or loss of, or damage to, any of your property (or the property of anyone accompanying you) brought to our clinic.

2.5. We are committed to providing accessible services. Please inform us in advance of any disability, communication, mobility, or support needs so that we can consider and make reasonable adjustments where appropriate.

3. APPOINTMENTS AND CANCELLATION

3.1. Appointments may be made by contacting us at appointments.london@mayo.edu or by calling +44 (0) 207 871 2575.

3.2. We will notify you of any items or information we need you to bring to any appointment, and/or of any preparations which you should undertake in advance of the appointment.

3.3.. If you need to reschedule or cancel your appointment, we kindly request that you provide at least 24 hours’ notice. This enables us to offer the appointment to another patient awaiting care. You may do so by emailing appointments.london@mayo.edu or calling +44 (0) 207 871 2575.

3.3.1. Standard Appointments: Appointments cancelled with less than 24 hours’ notice, or missed without prior notification, will incur a fee of £100.

3.3.2. Executive Health Screening Day: Late cancellations or missed appointments for Executive Health screening day will incur a £500 fee.

3.3.3. Interventional and Abandoned Procedures: Procedures cancelled late, missed, or abandoned after commencement may incur a fee reflecting the reasonable costs of clinical time, staffing, consumables, and resources allocated.

Given the variable nature of these procedures and clinical scenarios, the fee will be determined based on the specific services scheduled and the extent of clinical activity undertaken. 

Where applicable, we will provide you with further information on how the fee has been determined. All such fees are applied in a fair and proportionate manner and are subject to our internal review processes.

All fees are also subject to clause 4 (Fees and Payment).

3.3.4. Exceptions: Fees may be waived in cases of medical emergencies or other extenuating or unavoidable circumstances, subject to our review.

3.5. ENDOSCOPY AND OUTPATIENT PROCEDURES

3.5.1. MCH is an outpatient facility and does not provide day case surgery requiring admission, inpatient treatment or any overnight stay. All Services, including endoscopy procedures, are provided on an outpatient basis only.

3.5.2. Endoscopy procedures (such as gastroscopy or colonoscopy) require dedicated clinical time, specialist staff and specific preparation instructions. You must follow all preparation requirements provided to you in advance of your procedure.

3.5.3. If an endoscopy procedure cannot safely proceed due to incomplete or incorrect bowel preparation, or failure to follow pre procedure instructions (including fasting requirements), the procedure may be cancelled or abandoned, and a fee may apply in accordance with clause 3.3.

3.5.4. If, during or following an outpatient procedure, you require admission to another hospital for further treatment, observation or management of complications, you will normally be transferred to an appropriate NHS or private facility. Any costs arising from such admission or transfer will be your responsibility, or that of your Insurer or Corporate Client where applicable, except to the extent that such costs are not lawfully chargeable to you or are otherwise covered under applicable law or relevant funding arrangements.

3.6. CANCELLATIONS BY MCH

If we need to cancel or change the date of your appointment for any reason, including due to delays or cancellations as a result of an event outside MCH's control (as referred to in clause 11.3 below) or for operational or technical reasons, we will give you as much notice as possible and will liaise with you to arrange an acceptable alternative date for your appointment.

4. FEES AND PAYMENT 

4.1. In all circumstances, we will ensure that you are fully apprised of our fees, or the basis on which our fees will be calculated, before we provide the Services to which those fees relate. 

4.2. Prior to each appointment, we will provide an estimate of fees for the Services we know you will be receiving at your appointment through the Portal or otherwise. Estimates will remain valid for two (2) months from the date they were provided.

4.3. It is not always possible to give an exact price or accurate estimate for the Services you will require based on the information provided. We will notify you as early as possible of any necessary amendments or additions to the Services to be provided to you, and any additional fees which will be applied. During or following each appointment, we may make recommendations for further Services and in doing so we will provide details of the associated fees. 

4.4. Your Insurer, Sponsor or a Corporate Client may have agreed to pay our fees for Services provided to you (or part of them), in which case clause 5 below will apply. In relation to any fees which are not paid by your Insurer or a Corporate Client the following will apply: 

4.4.1. You will pay the fees for the Services (and/or any other fees payable under the Agreement, such as cancellation charges in accordance with clause 3.3) in full by the date stated on our invoice. We will typically invoice you in arrears of providing any Services, although we may take payment at your appointment time or as agreed with you; 

4.4.2. Payments may be made by direct bank transfer (BACS), debit or credit card.

4.4.3. We may ask you to provide your credit or debit card details prior to your appointment which will be used to collect any outstanding fees. We will inform you if we intend to take a payment from your card before we do so; and 

4.4.4. If your account (whether interim or final) is overdue, then without limiting our other rights and remedies, we will be entitled to refuse to provide any remaining or other Services to you with immediate effect until our outstanding fees have been paid. 

4.5. Fees are generally exclusive of VAT, which will be payable in addition where applicable. 

5. PAYMENT BY CORPORATE CLIENTS OR INSURERS 

5.1. If the Services are to be covered by a Corporate Client, then before we begin providing Services (i.e. before your first appointment) you must identify the Corporate Client to us. We will confirm whether we have an agreement in place with them and will confirm the level of cover available to you under that agreement. 

5.2. If you have an Insurer, then before we begin providing Services (i.e. before your first appointment) you must: 

5.2.1. Confirm with your Insurer that the Services are covered by your policy. While we can provide assistance, only your Insurer will be able to confirm your cover; and 

5.2.2. Provide us with your policy details (the name of your Insurer, your registration number, your level of cover, scheme details and any pre-authorisation code which your Insurer will provide to you). 

5.3. If a Corporate Client or Insurer is involved, then:

5.3.1. We will liaise with the Corporate Client or Insurer to seek payment on your behalf; and 

5.3.2. If the relevant Corporate Client or Insurer fails to settle our fees within thirty (30) days after their due date, we may require you to make payment instead in accordance with clause 4. While we will liaise with the relevant Corporate Client or Insurer, you should ensure that likewise, you also do so, and that you fully understand the extent of the cover offered by them. In particular, the Corporate Client or Insurer may not cover (or may only partly cover) specific, additional or follow-up Services.

6. EMERGENCY TREATMENT 

6.1. We do not offer emergency medical treatment. If you fall ill or are injured at our premises, then (although our personnel may provide first aid) our personnel will call an ambulance as needed and any emergency treatment will be provided by a local hospital. We are not responsible or liable for any emergency treatment provided by any third party. You will be responsible for any reasonable third-party charges for emergency transport or treatment that are properly payable by you and are not covered by the NHS, your Insurer, Corporate Client or another third-party payer.

7. OVERSEAS CLIENTS 

7.1. You warrant that you: i) are entitled to enter into the Agreement and have the right to enter or reside in the United Kingdom; ii) comply with all relevant immigration and other applicable laws; and iii) will provide us any visas, permits or other immigration documentation which we reasonably request in order to provide our Services. 

8. CONFIDENTIALITY AND DATA PROTECTION 

8.1. We will treat all information provided to us by you as confidential and will not disclose any information to any third party except with your consent or as required by law. You acknowledge and agree that we use a cloud-based infrastructure to deliver our Services (including the Portal) and that accordingly we may allow confidential information, including your personal data, to be hosted by or transferred to relevant Service providers. 

8.2. We will use and handle all personal information provided to us in connection with the Agreement as a data controller in our own right, in accordance with applicable data protection law and in accordance with our Privacy Policy. In entering into the Agreement, you confirm that you have read and understood our Privacy Policy. 

8.3. In the interests of our other clients' privacy, you agree to keep confidential any information during your visits to our clinic, including the identity of any of our other clients that you may meet. 

9. INSURANCE AND LIABILITY 

9.1. We will at all times during the performance of the Services, and for a period of no less than six years following completion of the Services, have and maintain in place both professional indemnity and public liability insurance in accordance with good industry practice. 

9.2. We alone will be responsible to you for the provision of the Services. To the fullest extent permissible by law, you agree that you will not bring any claim against any individual employee, officer or consultant of ours in connection with the Agreement or its subject matter. 

9.3. Subject to clause 9.5, we shall not be liable to you in any circumstances for: 

9.3.1. Any indirect or consequential loss; or 

9.3.2. Any loss of profit, loss of business, loss of goodwill or reputation, loss of contract, or any form of business loss (whether direct or indirect). 

9.4. Subject to clauses 9.3 and 9.5, and only to the extent permitted by law and fair and reasonable in the circumstances, our total aggregate liability to you in contract, tort (including negligence), breach of statutory duty or otherwise under or in connection with the Agreement or its subject matter shall not exceed a sum equal to the fees paid or payable to us under the Agreement for the appointment, procedure or other part of the Services in relation to which the event giving rise to liability occurred.

9.5. Nothing in the Agreement shall limit or exclude our liability for death or personal injury caused by our negligence, for fraud, for breach of any rights that cannot lawfully be limited or excluded, or for any other matter in relation to which our liability cannot lawfully be limited or excluded.

10. TERMINATION 

10.1. Either party may terminate the Agreement at any time by two (2) months' written notice. 

10.2. Either party may terminate the Agreement by written notice if the other party is in material breach of the Agreement and (if the breach is capable of remedy) has not remedied that breach within thirty (30) days after receiving notice requiring its remedy. 

10.3. Termination of the Agreement shall give rise to automatic termination of all appointments booked as at the time of termination, subject to applicable law and any refunds due under this clause. However, if we have terminated for convenience under clause 10.1, then we will refund any pre-paid sums for appointments which you have booked. If we terminate due to your breach, then you will be liable to pay the cancellation fee for those appointments as if you had cancelled them under clause 3.3.

10.4. Termination of the Agreement shall not limit your obligation to pay for Services already provided at the time of termination, or any other rights and remedies of the parties. 

10.5. Clauses 4, 5, 7, 8, 9.3 to 9.5 (inclusive) and 10 shall survive termination of the Agreement, however caused. 

11. GENERAL

11.1. We may transfer our rights and obligations under the Agreement to another organisation, and we will notify you in writing if this happens. 

11.2. Except for you and us, or your Insurer or our Corporate Client (to the extent expressly provided in the Agreement), no person will have any rights under or in connection with the Agreement. You and we will not require the consent of any third party to amend these Terms or the Agreement. 

11.3. We will not be liable if we are unable to provide, or late in providing, the Services due to any event outside our reasonable control (such as, without limitation, natural disaster or extreme weather conditions, fire or other accident, civil commotion or terrorism or failures of utilities or transport networks). We will notify you as soon as possible if we believe our Services will be affected by any such event. 

11.4. The Agreement constitutes the entire agreement between the parties in relation to its subject matter. You and we both acknowledge that in entering into the Agreement neither relies on any representation or warranty not set out in the Agreement. 

11.5. The Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales. 

12. NOTICES AND YOUR CONTACT DETAILS 

You and we may communicate with each other through telephones, emails, mail and the Portal.  Notices to us may be served by post at our registered offices at 15 Portland Place, Marylebone, London, W1B 1PT or by email at info-ukmch@mayo.edu. We may serve notices to you through the contact details you have provided to us. Please keep us updated with changes to your contact details so that we are able to contact you. We will not be responsible if we are unable to contact you because your contact details are no longer accurate. 

13. FEEDBACK AND COMPLAINTS

13.1. We welcome feedback on your experience with our services, including any concerns you may have. This helps us to continually improve the care we provide.

13.2. If you wish to raise a concern or provide feedback, you may contact us at feedback-ukmch@mayo.edu  or speak to a member of our team.

13.3. If you wish to make a formal complaint, please contact us using the details above or refer to our complaints procedure, which is available on request or on our website.

13.4. All feedback and complaints are taken seriously and will be reviewed and responded to in a timely and appropriate manner. Raising a concern or complaint will not affect your ongoing care.