Membership Deposit Terms
Effective 27 October 2025
These Membership Deposit Terms (the "Terms") apply to all early West End Health memberships, including Founder and Partner memberships. Where pricing or benefits differ, these will be confirmed in your reservation confirmation.
These Membership Deposit Terms (the "Terms") apply to all early West End Health memberships, including Founder and Partner memberships. Where pricing or benefits differ, these will be confirmed in your reservation confirmation.
1. What the deposit is and Membership pricing
- The deposit is £149 per future Membership. The same applies for Adult and Family Memberships.
- Your deposit reserves your Membership and locks in your specific early pricing (as shown in your confirmation). Pricing may differ based on Membership type (e.g. Founder or Partner). Locked in prices for later years do not include promotional discounts.
- Your deposit also entitles you to priority booking for your first Annual Health Assessment, and Annual Dental Assessment where included.
- Memberships are capacity-limited and allocated on a first come, first served basis.
2. What the deposit covers
- The deposit holds your Membership place and will be deducted from your balance when the full membership payment becomes due.
- It is not the full fee. We will confirm your plan and the exact balance before payment is collected.
3. Planned launch and start date
- We plan to open January 2026.
- We guarantee to open and begin your service by 1 March 2026.
- If we do not open and begin your service by 1 March 2026, your £149 deposit will be refunded in full automatically, unless you agree to keep your place and extend the start date of service.
- Your Membership and access to services begin once the full membership payment has been received and your Membership Terms have been issued.
4. After you pay the deposit
- A member of our team will contact you (using the contact details you provide) to confirm your reservation and answer any questions.
5. Paying for your Membership at launch
- We will email you around 14 days before your service starts to request an online Direct Debit mandate.
- Completion of your Direct Debit mandate will confirm your plan and price.
- Please complete your Direct Debit mandate at least 7 days before your service starts. We'll send a reminder if required.
- If we cannot collect payment via a completed Direct Debit mandate at your start date, we'll notify you immediately. If we cannot complete a Direct Debit mandate and collect payment within 14 days of your start date, your Membership may be released and your deposit forfeited.
6. The service at a glance (what you’re reserving)
- Unlimited private GP access (in-person and digital), with 30-minute standard appointments, during opening hours: Mon–Fri 08:30–17:30 and Sat 09:00–13:00 (bank holidays excluded).
- An annual comprehensive health assessment (and, where applicable, a dental assessment delivered by our partner, West End Dental).
- Booking will be available by phone and online from commencement; a member of the West End Health team will be in touch in any event.
- We are not an emergency service. In an emergency call 999 or use NHS 111.
- Fair use: Unlimited access is subject to reasonable and fair use to ensure safe, timely care for all members.
- Full-service details, exclusions and fair-use rules will be in your Membership Terms issued on or before your commencement date.
7. Cancellations and refunds
- If we do not begin your service by 1 March 2026: we will refund your £149 deposit in full, unless you agree in writing to extend your reservation until opening.
- If you decide not to go ahead after paying the deposit: the deposit is non-refundable (as it holds a limited Membership Place and pricing).
- Statutory cooling-off (online/phone sales): you have 14 days from payment to cancel for a full refund, unless you asked us to begin pre-registration steps immediately (e.g., setting up a Direct Debit mandate) and acknowledged you would lose the cooling-off right. Your statutory rights are unaffected.
8. Suitability and acceptance
- We welcome all members and do not decline applications based on general medical history.
- In rare circumstances (for example, where risks of serious misuse, persistent unsafe behaviour, or threats to staff or other patients are identified), we may decline or discontinue a reservation/membership to ensure safe and appropriate care. Where this occurs before activation, we will refund your deposit in full.
9. Keeping your place
- If you do not complete your full membership payment when requested under section 5, we may release your place to the next person on the waitlist and the deposit will be forfeited (subject to any applicable cooling-off rights in section 7).
10. Changes we may make (and what we won't change)
- We may make minor changes (e.g., to how we deliver parts of the service or to specific day-to-day opening times) where this does not materially reduce what you receive.
- We will not change the first site or surgery location for commencement of Memberships: 104 Conway Road, Colwyn Bay LL29 7LL.
- If any material change is needed before activation, we will notify you; if you do not accept it, you may withdraw and we will refund your deposit.
11. Communications and data
- We may contact you by any/all of email, phone, SMS or WhatsApp about your reservation, pricing, and activation timeline.
- We handle your information in line with our Privacy Notice (available on request and on our website).
- We process personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
12. Transferability
- Membership Places are personal to you and your family household, and cannot be sold, assigned or transferred to another person without our prior written consent.
13. Complaints
- If you are unhappy with any part of this process, please email hello@westend.health.
- We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days (or we’ll update you with progress and a revised timeframe if it will take longer).
14. Definition of 'Family'
- A Family membership covers up to two adults at the same address and up to two children under 18.
- Additional children can be added once the membership is live at £150 per child per year.
15. Who we are and the law that applies
- “We/Us/Our” means West End Health Ltd (Company No. 16777731), registered at 104 Conway Road, Colwyn Bay, Conwy LL29 7LL.
- These terms are governed by the laws of England and Wales, and disputes are subject to the courts of England and Wales.
