Healixa Health – Terms and Conditions

Please read these terms carefully. By booking and attending an appointment, you agree to the terms of your care at Healixa Health.

Communication with Your GP

As regulated healthcare professionals, we are required to uphold safe practice. With your consent, we may communicate with your GP to ensure continuity of care. This may include:

Notifying your GP that we are involved in your care
Informing them if we issue a private prescription
Requesting assistance, such as referral letters or sharing relevant medical information

Should you choose not to grant consent, we will respect your decision. However, please note this may restrict the types of medication we are able to prescribe.

Cancellation Policy

Cancellation by You:
If you need to reschedule, please contact us as soon as possible. We cannot guarantee changes requested within two working days of your appointment. Cancellations made with less than two business days' notice may incur the full fee unless we are able to fill the appointment slot.

Repeated rescheduling (more than three times) will incur a £25 administration fee. If you cancel outside of the three-day window, any refund will be subject to a £10 administration charge. Refunds may take 5-10 working days to reach your account.

Cancellation by Us:
We reserve the right to cancel your appointment if we are unable to provide a service that will benefit you or due to unforeseen circumstances such as staff illness or venue issues. No fee will be charged in such cases.

Our clinic sends out occasional newsletters containing important updates, clinic closures, and health tips. You are automatically added to the mailing list but can unsubscribe at any time using the link provided in the email.

Acute or Urgent Medical Concerns

Healixa Health does not provide emergency medical care. Should you develop new or acute symptoms, contact your NHS GP, 111, or 999. We are not a substitute for emergency, hospital, or GP care.

We may recommend changes to your treatment plan but will always liaise with your GP, with your consent. Outcomes depend heavily on your commitment and engagement. We cannot guarantee specific results as each individual responds differently to treatment.

Sharing of Clinical Information

With your consent, we may share relevant information with third parties involved in your care, such as pharmacies or laboratories. For some tests, we may need to share data with providers outside the UK.

Internal clinical case reviews may take place within Healixa Health to support learning and ensure the best possible care, but personal contact details will not be shared.

Regulation and Record Oversight

Healixa Health partners with Mosaic Medical to ensure we meet the required regulatory standards. Through this partnership, our clinic operates under the regulatory framework of the Care Quality Commission (CQC), as Mosaic Medical is registered with the CQC.

As part of this arrangement, Mosaic Medical may have oversight of your medical records solely for regulatory and compliance purposes. This ensures that the care provided meets the standards required by the CQC and supports quality assurance processes.

Please note:

Mosaic Medical’s access is strictly limited to regulatory oversight and they will not use your records for any other purpose.
All information remains confidential and fully compliant with UK GDPR and Data Protection regulations.

Booking Appointments

Appointments can be booked online or via email. You are responsible for ensuring the accuracy of the information provided during booking.

Once your appointment is confirmed by email, an agreement is in place. If you notice any errors in your booking, contact us immediately.

Our administrative team follows strict confidentiality protocols and acts as your first point of contact for non-clinical queries. While they do not have clinical access, they may view your records where appropriate, in line with Caldicott principles.

Document review requiring more than 30 minutes of clinician time will be charged at our standard hourly rate. ID verification is required before your first appointment.

Fees

All fees are listed in pounds sterling and may change without notice. Once a booking is confirmed, your fee is fixed unless there has been an error. Offers and discounts cannot be applied retrospectively.

Prices include VAT unless stated otherwise.

Email Policy

We aim to respond to simple email queries within two working days. If medical advice is required, you may be asked to book a 15-minute appointment to ensure we remain compliant with our professional indemnity cover.

Complaints

We strive to offer excellent service. Should you have any concerns, please email hello@healixa-health.com. A copy of our Complaints Procedure is available on request.

Supplement Use

Nutritional supplements may interact with medications. It is your responsibility to inform all your healthcare providers about any supplements, herbs, or hormones you are taking. Do not stop any prescribed medication without consulting your GP or specialist.

We may provide supplement discount codes for trusted suppliers. We receive a small referral fee, but you are welcome to source the same product elsewhere if preferred—please ensure the brand and formulation match exactly.

Testing

We use various specialist laboratories for functional testing. Tests are only ordered once payment is received and may include an administrative fee. Some tests may also attract a reading fee if interpretation requires additional clinician time.

Test costs may not include phlebotomy or postage—please check if unsure.

Many of these tests are not standard NHS tests and may not be recognised by your GP.

Medical Records System

We use Semble, a secure, UK-based clinical records platform. You can view their privacy policy here.

We also use Heidi for transcription of clinical notes (not recording). Heidi's privacy policy can be found here.

Our clinicians comply with General Medical Council (GMC) guidelines.

Agreement

You will be asked to confirm you have read and accepted these terms before your first consultation. If you have any queries, please contact us at hello@healixa-health.com.