Novamedica Limited – Terms & Conditions
(Trading as “The GP Service”)
Last updated: 9 July 2025

  1. Introduction

1.1 These Terms and Conditions (“Terms”) form a legally binding agreement between you and Novamedica Limited (company no. 16437130, registered office: Second Floor, Berkeley Square House, Berkeley Square, London W1J 6BD) (referred to as “Novamedica”, “we”, “our”, “us” or the “Platform”).
1.2 By accessing or using the website www.booking.thegpservice.co.uk or any related mobile / web application (collectively, the “Services”) you confirm that you have read, understood and agree to be bound by these Terms, our Privacy Policy and Cookie Policy. If you do not agree, you must not use the Services.

  1. Our Legal Status

2.1 NOVAMEDICA IS NOT A HEALTHCARE OR PHARMACY SERVICE PROVIDER. We operate an online marketplace and technology platform that introduces patients (“Patients”) to independent healthcare professionals or organisations (“Healthcare Providers”).
2.2 We do not practise medicine, nurse-led care or pharmacy, do not employ the clinicians listed on the Platform and do not supervise, direct or control the clinical care they provide.
2.3 Accordingly:

  • No doctor–patient relationship is created with Novamedica;
  • Novamedica is not regulated by the Care Quality Commission (“CQC”) or any other UK healthcare regulator because we carry on no regulated activity;
  • Each Healthcare Provider is solely responsible for complying with all professional, regulatory and licensing requirements in the jurisdiction in which they practise; and
  • Any medical advice, diagnosis, prescription or treatment (“Healthcare Services”) is delivered exclusively by the Healthcare Provider under a separate agreement between that Healthcare Provider and the Patient.
  1. Definitions
Term Meaning
Account The user profile you create to access the Platform.
Booking A confirmed appointment or service order made via the Platform.
Content Any text, images, audio, video, data or other material posted, stored or transmitted through the Services.
Prescription Processing Fee A fee payable for issuing a private prescription, collected on behalf of an independent prescriber.
User Any natural or legal person using the Services, whether a Patient or a Healthcare Provider.
  1. Eligibility & Registration

4.1 You must be at least 18 years old and legally able to enter contracts to create a Patient Account.
4.2 Healthcare Providers must:

  • Hold valid professional qualifications and registrations (e.g. GMC, NMC, GPhC, or overseas equivalent);
  • Maintain any licences, indemnity insurance, and regulatory approvals required by the laws of their practising jurisdiction; and
  • Provide accurate, up-to-date information during onboarding and thereafter.

4.3 You are responsible for safeguarding your login credentials and for all activities under your Account. Notify us immediately of any unauthorised use.

  1. Scope of the Platform

5.1 We provide scheduling, communication and payment tools that enable Patients and Healthcare Providers to contract directly. We may perform basic identity and credential checks, but we do not guarantee their completeness, accuracy or continued validity.
5.2 The Platform does not:

  • Provide medical advice or clinical services;
  • Guarantee the competence, availability or conduct of any Healthcare Provider;
  • Dispense or deliver medicines (dispensing is undertaken by pharmacies chosen by Patients, who pay medication costs directly); or
  • Assume responsibility for monitoring ongoing care.
  1. Patient Obligations

6.1 You must supply complete and accurate information about your identity, medical history and current condition.
6.2 You must not use the Platform for emergencies. If you believe you have a medical emergency, call 999 or go to your nearest emergency department.
6.3 You agree to follow the Healthcare Provider’s instructions, including obtaining in-person follow-up care where advised.

  1. Healthcare Provider Obligations

Healthcare Providers agree to:

  • Practise within their professional scope and all applicable laws, regulations and clinical guidelines;
  • Obtain informed consent from Patients;
  • Keep accurate clinical records and issue prescriptions or referral letters in accordance with local requirements;
  • Ensure private prescriptions are lawful and clinically appropriate for remote prescribing; and
  • Indemnify Novamedica against claims arising from their provision (or alleged non-provision) of Healthcare Services.
  1. Bookings, Fees & Payments

8.1 Consultation fees, prescription processing fees and any other charges are set by Healthcare Providers and displayed before you book. Fees may differ depending on the booking channel or partner platform used.
8.2 Patients authorise payment at the time of Booking. Novamedica acts solely as commercial agent for each Healthcare Provider to conclude Bookings and collect payments.
8.3 Funds are held in a segregated client account and remitted to the Healthcare Provider (minus our agreed commission) in accordance with the Provider Agreement.
8.4 Medication costs are payable directly to the dispensing pharmacy. Novamedica is not a party to that transaction.

  1. Cancellations & Refunds

9.1 A Patient may cancel or reschedule in line with the cancellation policy displayed during Booking.
9.2 If a Healthcare Provider cancels, the Patient may reschedule or receive a full refund of the consultation fee.
9.3 Prescription Processing Fees become non-refundable once a prescription has been issued.
9.4 Nothing in these Terms limits your statutory rights under the Consumer Rights Act 2015 or other applicable law.

  1. Intellectual Property

All intellectual property rights in the Platform and underlying software belong to Novamedica or our licensors. You receive a limited, non-exclusive, non-transferable licence to access the Services for personal, non-commercial use. You must not reproduce, adapt or create derivative works without our written permission.

  1. Acceptable Use

You must not: (a) use the Services unlawfully; (b) impersonate another person; (c) transmit viruses, spam or offensive Content; (d) interfere with the security or performance of the Platform; or (e) harvest data. We may suspend or terminate Accounts that breach this clause.

  1. Disclaimers

12.1 THE SERVICES ARE PROVIDED “AS IS” WITHOUT ANY EXPRESS OR IMPLIED WARRANTIES.
12.2 TO THE MAXIMUM EXTENT PERMITTED BY LAW, NOVAMEDICA:

  • DISCLAIMS ALL LIABILITY for acts, omissions, negligence, malpractice or misconduct of Healthcare Providers;
  • Makes no warranty as to the accuracy, suitability or quality of Healthcare Services obtained through the Platform; and
  • Does not endorse or recommend any particular Healthcare Provider, treatment or medication.
  1. Limitation of Liability

13.1 Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud, or any liability that cannot legally be excluded.
13.2 SUBJECT TO 13.1, NOVAMEDICA SHALL NOT BE LIABLE FOR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, DATA, GOODWILL OR OPPORTUNITY.
13.3 SUBJECT TO 13.1, NOVAMEDICA’S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THE SERVICES SHALL NOT EXCEED £500 OR, IF GREATER, THE TOTAL COMMISSION WE RECEIVED FROM YOUR TRANSACTIONS IN THE 12 MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY.

  1. Indemnity & Release

14.1 You agree to indemnify and hold harmless Novamedica, its officers and employees against any claims, losses, costs or damages arising out of (a) your breach of these Terms, or (b) your relationship with a Healthcare Provider.
14.2 You release Novamedica from any claims or liabilities arising from Healthcare Services, including but not limited to misdiagnosis, negligence, personal injury or regulatory non-compliance by a Healthcare Provider.

  1. Regulatory Status & International Providers

15.1 Novamedica is not regulated by the CQC because we do not carry on any regulated healthcare activity.
15.2 Healthcare Providers based in the UK are responsible for maintaining registration with the General Medical Council (GMC), Nursing & Midwifery Council (NMC), General Pharmaceutical Council (GPhC) or CQC (where required) and for complying with the Medicines and Healthcare products Regulatory Agency (MHRA) rules on prescribing.
15.3 Healthcare Providers located outside the UK are regulated under the laws and professional bodies of their respective jurisdictions. By booking their services, you acknowledge and accept that (a) they may not be subject to UK regulatory oversight, and (b) any redress for misconduct lies against the provider under the laws governing their practice.

  1. Data Protection & Privacy

Novamedica processes personal data in accordance with the UK GDPR and the Data Protection Act 2018. Full details are provided in our Privacy Policy. Healthcare Providers are independent “data controllers” regarding the clinical records they create.

  1. Complaints

17.1 If you wish to complain about the Platform, email [email protected].
17.2 If your complaint concerns a Healthcare Provider or clinical outcome, we will forward the complaint to that provider and, where appropriate, assist in facilitating a resolution. However, ultimate legal liability and remediation rest with the Healthcare Provider.

  1. Termination

18.1 You may close your Account at any time. We may suspend or terminate your access immediately if you breach these Terms or if continued use risks harm to us, Providers or other Users.
18.2 Termination does not affect rights accrued prior to termination.

  1. Changes to These Terms

We may amend these Terms to reflect changes in our Services, legal requirements or best practice. Updated Terms will be posted on the Platform with a new “Last updated” date. Your continued use after that date constitutes acceptance.

  1. Governing Law & Jurisdiction

These Terms, and any disputes arising from them, are governed by English law. The courts of England and Wales have exclusive jurisdiction, except that (i) residents of Scotland may bring proceedings in Scotland and (ii) residents of Northern Ireland may bring proceedings in Northern Ireland.

  1. Miscellaneous
  • Entire Agreement: These Terms (together with policies referenced) constitute the entire agreement between you and Novamedica.
  • Severability: If any provision is held invalid, the remainder shall remain enforceable.
  • Assignment: You may not assign your rights under these Terms without our consent. We may assign our rights at any time.
  • No Waiver: Failure to enforce any right does not waive future enforcement of that right.
  • Headings: Headings are for convenience only and do not affect interpretation.
  1. Contact

Novamedica Limited
Second Floor, Berkeley Square House
Berkeley Square, London, W1J 6BD
E-mail: [email protected]
Telephone: 024 7745 0727