Terms & Conditions

01About these terms

These Terms & Conditions (“Terms”) set out the basis on which Norfolk Medical Imaging Ltd provides ultrasound scanning services to you and on which you use our website. By booking a scan, paying a deposit or using our website you confirm that you have read and agree to these Terms. If you do not agree, please do not proceed with a booking.

These Terms should be read alongside our Privacy Policy and Cookies Policy, which explain how we handle your personal information.

02Who we are

Norfolk Medical Imaging Ltd (“we”, “us”, “our”) is a private ultrasound clinic registered in England and Wales (registered clinic number 16781890).

We are registered with the Care Quality Commission (CQC) under registration number [CQC REGISTRATION NUMBER], and with the Information Commissioner’s Office (ICO) under reference ZC042792.

03Our services

We provide private ultrasound scanning services, including:

• Diagnostic ultrasound scans, where there is a clinical reason for the scan (for example pain, symptoms, or follow-up of a known condition), and a written report is provided by a qualified sonographer or radiologist.
• Reassurance and wellbeing scans, where you are not currently experiencing symptoms but wish to have a scan for peace of mind or general wellbeing.

All scans are performed by appropriately qualified clinicians working within their professional scope of practice and the standards expected by the CQC and their professional bodies.

04Scope and limitations of a scan

Ultrasound is a powerful, safe and widely-used imaging technique, but it has limits. By booking with us you understand and accept that:

• An ultrasound scan provides information about the part of the body imaged at the time of the scan. It does not replace a full clinical examination, a consultation with your GP, or other forms of imaging such as MRI or CT.
• No scan can guarantee that no abnormality is present. Some conditions cannot be seen on ultrasound, and some can be obscured by body habitus, bowel gas, scar tissue or other factors.
• Reassurance and wellbeing scans are not a substitute for medical advice. If you have symptoms or concerns, please see your GP.
• If we cannot complete the scan to a satisfactory standard (for example due to image quality), we will tell you and discuss your options.

05Booking & payment

• You can book a scan through our website, by phone or by email. A booking is confirmed once we send you written confirmation.
• The price of your scan is the price shown on our website at the time of booking, or as agreed with you in writing. Prices include VAT where applicable.
• Payment is taken at the time of booking via [Stripe /Card Payments]. We do not store full card details on our systems.
• You must be 18 years of age or over to book an appointment with Norfolk Medical Imaging.
• By booking, you confirm that the information you have provided to us is accurate and complete to the best of your knowledge.

06Cancellations, rescheduling & refunds

Cancellation by you. We understand that plans change. Our cancellation policy is:

• 48 hours or more before your appointment: you may cancel or reschedule your appointment and receive a full refund of any amount paid.
• Less than 48 hours before your appointment, or non-attendance: the amount paid is non-refundable. This is because your appointment time has been reserved exclusively for you and it is often not possible to offer that appointment to another patient at short notice.

To cancel or reschedule, please email info@norfolkmedicalimaging.co.uk as soon as possible. The 48-hour notice period is calculated from your scheduled appointment time.

Cancellation by us.

• In the unlikely event that we need to cancel or reschedule your appointment due to circumstances beyond our control, such as equipment failure, sonographer illness or other unforeseen circumstances, we will contact you as soon as reasonably possible and offer you either an alternative appointment or a full refund.

Your statutory rights.

• If you book your appointment online, you may have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These Regulations normally give consumers 14 days from the date the booking contract is entered into to cancel certain online purchases.
• If you choose an appointment that takes place within this 14-day cancellation period, you expressly request that Norfolk Medical Imaging begins providing the contracted service before that cancellation period has expired. By making your booking, you acknowledge that your appointment time is reserved exclusively for you and that administrative and clinical preparations begin once your booking has been confirmed. Once your booking has been confirmed, that appointment time is removed from availability and can no longer be offered to other patients.
• Where you have requested that we begin providing the service during the 14-day cancellation period and subsequently exercise your right to cancel, any refund due will be assessed in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and these Terms and Conditions. Where permitted by law, Norfolk Medical Imaging may retain an amount that reflects the proportion of the service already provided and any reasonable costs reasonably incurred as a result of your booking.
• Nothing in these Terms and Conditions affects your statutory rights under consumer protection legislation.

Appointment Confirmation.     

• Your appointment is only confirmed once full payment has been successfully received. Until payment has been received and your booking has been confirmed, Norfolk Medical Imaging reserves the right to release the appointment time and make it available to another patient.
• Payment is accepted securely via our online payment provider. Once payment has been received, your appointment will be confirmed by email.

07On the day of your appointment

• Please arrive a few minutes before your appointment time. If you arrive late we will do our best to accommodate you, but we may need to shorten or rebook the scan.
• Bring photo ID and any relevant medical letters, referrals or previous scan reports.
• Follow any preparation instructions we have sent you (for example a full bladder for kidney and urinary tract scans, fasting for abdominal scans). If you have not prepared as instructed we may not be able to perform the scan.
• You agree to give us accurate information about your symptoms, medical history and any medication, so that we can perform the scan safely.
• We may refuse or stop a scan at any time if we believe it would be unsafe, clinically inappropriate, or if a patient or accompanying person behaves in a way that is abusive, threatening, or under the influence of alcohol or non-prescribed drugs.

08Results & reports

• You will receive a written report of your scan within 24 hours of your appointment, sent securely by email unless you ask us otherwise.
• With your written consent, we can also send a copy of your report to your GP or other healthcare professional you nominate.
• Your report is for the use of you and your healthcare team. Please do not share it with third parties without thinking carefully about why.
• We retain your scan images and report in line with the Department of Health and Social Care’s Records Management Code of Practice. See our Privacy Policy for full retention periods.

09Incidental & unexpected findings

Occasionally a scan reveals something we were not specifically looking for. This is known as an incidental finding. By booking a scan with us you understand and accept that:

• If we see something that we believe needs further investigation, we will tell you and recommend the appropriate next steps. This may include contacting your GP urgently.
• In rare cases, we have a duty of care to share urgent findings with your GP or emergency services even if you have not asked us to.
• An ultrasound scan cannot rule out every possible condition. The absence of a finding does not mean nothing is wrong, particularly if your symptoms continue.

10Chaperones & companions

You are welcome to bring a friend or family member into the room with you during your appointment. If you would prefer a chaperone to be present instead, please tell us when you book and we will arrange one for you at no extra cost.

For safeguarding reasons, anyone under 16 attending an appointment must be accompanied by a parent or legal guardian.

11Our liability

Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.
• Any other matter for which it would be unlawful to limit or exclude liability.

Subject to the above, our total liability to you for any claim arising out of or in connection with your booking will be limited to the amount you paid us for the relevant scan, except where a higher amount is required by law (for example in cases of clinical negligence).

We are not liable for any indirect or consequential loss, or for any loss that was not reasonably foreseeable at the time of booking.

Our clinicians carry appropriate professional indemnity insurance.

12Complaints

We are committed to providing a high standard of patient care and customer service. If you are unhappy with any aspect of your experience with Norfolk Medical Imaging, we encourage you to contact us in the first instance so we can investigate your concerns and work to resolve them as quickly as possible.

Please submit your complaint by emailing info@norfolkmedicalimaging.co.uk, including your name, contact details, the date of your appointment and details of your concerns. We will acknowledge your complaint within 3 working days and aim to provide a full written response within 20 working days. If we need longer to complete our investigation, we will keep you informed of our progress.

If you remain dissatisfied following our response, you may be able to escalate your complaint to the appropriate regulatory body or professional regulator, depending on the nature of your complaint.

• The Care Quality Commission (CQC) – the independent regulator of health and social care services in England (cqc.org.uk).
• The Health and Care Professions Council (HCPC) – the professional regulator for sonographers and other registered healthcare professionals, where applicable (hcpc-uk.org).

• Norfolk Medical Imaging continually reviews patient feedback and complaints to help improve the quality, safety and patient experience of the services we provide.

13Using this website

• The content on our website is provided for general information only. It is not medical advice and should not be relied on as such. Always consult your GP or another qualified healthcare professional about your specific situation.
• The website, including text, logos, graphics and images, is owned by Norfolk Medical Imaging Ltd or our licensors. You may view and print pages for your personal, non-commercial use only.
• You agree not to use our website in any way that is unlawful, that interferes with its operation, or that attempts to gain unauthorised access to any system or data.
• We work hard to keep our website available and accurate, but we do not promise that it will always be uninterrupted or error-free.

14Changes, governing law & jurisdiction

We may update these Terms from time to time to reflect changes in our services or the law. The “Last updated” date at the top of this page will tell you when we last made changes. The Terms that apply to your booking are those in force at the time you make it.

These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with them will be subject to the exclusive jurisdiction of the courts of England and Wales.