Terms & Conditions

Version 2.0 | March 2026 | Supersedes V1.5 February 2026

The use of this website and our services including membership is subject to the following Terms and Conditions. By accessing this website or registering as a patient or member of the clinic you agree to be bound by the Terms and Conditions set out below. It is the intention of Shilpa Dave Ltd that all terms of a financial contract between the member and Shilpa Dave Ltd are contained in this document. You must read, agree and accept all of the terms and conditions contained in this agreement and our associated Privacy Policy.

These terms and conditions are governed by and construed in accordance with English law and you agree that the English courts will have exclusive jurisdiction for any dispute under this agreement. The laws of your country may be different from English law and there may be additional legal requirements for you to use our website or services. You must comply with all applicable local and international laws, statutes and regulations regarding your use of our website and services. We cannot monitor the laws of every country and it is your responsibility to ensure that your use of our website and services is legal.

This agreement includes those terms and conditions expressly set out below and those incorporated by reference. We strongly recommend that you also access and read any other information contained on other pages or websites referred to in this notice, as they may contain further terms and conditions that apply to you. Please also refer to our Privacy Policy. We may amend these Terms and Conditions at any time by posting an amended agreement on our website. Any amended Terms and Conditions will govern new user registrations from the date that it is posted and existing users will be bound by the amended agreement after the expiry of 14 days following the date of posting.

Nothing in these Terms and Conditions shall create or be construed to imply any agency, partnership, joint venture, employee-employer relationship or franchisor-franchisee relationship between you and us. Headings are for ease of reference purposes only and do not define, limit, construe or describe the scope or extent of such section. If any provision of these Terms and Conditions is held to be invalid or unenforceable, such provision shall be struck out and the remaining provisions shall remain in full force and effect. You cannot assign this agreement but we may assign it at our sole discretion. Our failure to act with respect to a breach by you or others shall not be considered as a waiver of our right to act with respect to subsequent or similar breaches. Any person who is not a party to this agreement has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement. This does not affect any right or remedy generally available to such a third party in law or otherwise.

Definitions

‘Shilpa Dave Health’ or ‘Shilpa Dave Ltd.’ mean the private limited company Shilpa Dave Ltd., registered in England and Wales, registered company number 10734587. The registered address is Charles Rippin & Turner, Middlesex House, 130 College Road, Harrow, England, HA1 1BQ.

‘Clinic’ means any clinic operated by Shilpa Dave Ltd.

‘Member’ means a patient registered at the clinic.

‘Membership’ is offered in two categories: Personal Care and Family Care.

Memberships

There are 2 different types of membership: Personal Care, and Family Care. Please read the descriptions below carefully to ensure you choose the correct membership for your needs. We are a small practice with a small number of medical staff and may have periods of time when the surgery may be closed (annual leave, Christmas period). We reserve the right to decline a membership application if we do not provide medical services in the area needed (for example a shared care arrangement with multiple health agencies, homecare, or medical conditions that are likely to require out-of-hours or complex care needs) and are therefore unable to provide care for the named patient to a suitable standard.

  1. Personal Care and Family Care Membership Details

Patients may register to become a member of the clinic to use the clinic services with membership benefits for a monthly subscription fee. Personal Care membership is £95 per month and Family Care Membership £170 per month. There is a minimum membership term of 12 months after which membership continues on a rolling monthly contract. To cancel membership we require email notification at least 30 days prior to the end of each month. Please see our website for an up-to-date price list for services or contact our reception team.

Membership benefits are listed at: https://privategp.org/memberships/

Subscription fees do not include vaccinations, home visits, laboratory fees, imaging fees, investigation fees, members’ consultation costs, consultations with other therapists or specialists, and consultations outside of clinic opening hours.

Subscription fees are payable monthly starting on the date of joining and at one-month intervals thereafter. Payments should be made online by monthly recurring credit/debit card payment via the Stripe subscription platform. We accept all major credit and debit cards including Apple Pay and American Express. We do not charge any delivery or transaction fee in addition to monthly subscription fees. We can only accept payments in British Pounds (GBP).

  1. Additional Charges

Any additional charges will be advised to patients before they are charged. Prices for individual items are also available through our website and by contacting our reception. If you have any query regarding fees please do not hesitate to ask for clarification. Please note additional fees may be incurred for vaccinations, laboratory fees, procedure fees, telephone consultations outside clinic opening hours and home visits. All such fees are payable immediately after provision of service.

Fees for additional services may be subject to change as supplier costs can vary. Examples of such services include blood tests and x-rays.

  1. Cancellation

The minimum term of practice membership is 12 months and after this period members can cancel their membership at any time via email to members@privategp.org. New members may cancel their membership within 14 days of joining and receive a full refund if they are unhappy with the service.

If the clinic’s discounted services have already been used within the 14-day period, the member will receive a full refund minus any reasonable costs incurred, based on our fees for consultations or other services provided at membership rates.

Cancellation requests must be made by email to members@privategp.org. Cancellations will be confirmed via email, and it is the member’s responsibility to ensure their cancellation request has been received and confirmed by the clinic.

  1. Refunds

In unexpected circumstances such as redundancy or moving house, Shilpa Dave Ltd. may waive the required notice periods and refund membership fees paid in advance that relate to a period after termination; supporting information may be requested in such cases.

Fees paid for additional services such as vaccinations, laboratory fees and home visit fees are incurred at the time of provision and are therefore not refundable.

  1. Registration

All persons registering with the clinic will be asked to complete a registration questionnaire. This will include confirmation of preferred communication methods, whether they wish their records to be routinely shared with their NHS GP, and they will be asked to provide photo identification to prevent fraud. When a child is registered, the details of those with parental responsibility will also be sought. All patients registering will be required to provide a credit card as a guarantee of payment; this is stored securely by Stripe, which has the highest level of bank security. Our staff will not have access to your card or bank details.

  1. Services Provided by Shilpa Dave Ltd.

Shilpa Dave Ltd. undertakes to provide a Private GP service to its members within the clinic opening hours. Fully qualified General Practitioners on the GP Register of the General Medical Council will provide consultations. A practice nurse registered with the Nursing and Midwifery Council, for example for blood pressure checks or vaccinations, may also see patients. The clinic is fully registered with the Care Quality Commission. We do NOT provide ANY out-of-hours medical cover.

Appointments are available within the clinic opening hours. Appointments may be booked online, by telephone, email or in person. Patients will usually be able to see a doctor of their choice; in an emergency or if an urgent appointment is requested this may not be possible. Appointments may be booked up to 2 weeks in advance or on the same day. In the unlikely event a same-day appointment is not available, a doctor will always provide advice as to where to seek medical help, for example your local walk-in centre or A&E Department. Patients who live outside of our local area may be directed to attend a local service depending on their medical needs. Patients must be currently within the United Kingdom to receive medical care including by email, telephone or video consultation.

Occasionally circumstances beyond our control may limit the availability of services, such as unavailability of vaccines from suppliers. In case of emergency such as fire or flood, the clinic will direct you to another Private GP Provider but will not be liable to cover the costs of such appointments. If the clinic permanently moves location, at least 3 months’ notice will be given to all members. The surgery may be closed for short periods due to staff leave; as we are a small practice it is not always possible to find appropriate and safe doctor cover.

  1. Clinic Opening Hours

The clinic core opening hours are 09:00 to 18:00 Monday to Friday and Saturdays for members only. We do not open most Wednesdays (as of March 2024). The clinic is usually closed on Sundays, public holidays and Easter Saturday. Members will be given at least 3 months’ notice of any planned changes to clinic opening hours. We may have periods where the surgery is closed due to annual leave, sickness and lack of staff cover; in this event patients are signposted to a linked provider in the area.

7.1 Home Visits Within Clinic Opening Hours

Members who feel they are not able to attend the surgery should contact the surgery for advice from a doctor over the telephone on 0203 303 0326. If a doctor agrees a home visit is medically required it will be arranged as soon as possible depending on the doctor’s availability. We usually only undertake home visits for members within the Teddington and Twickenham area. Please see our price list for current fees: https://privategp.org/fees/

  1. Care Outside of Clinic Opening Hours

Members who are in need of urgent medical attention outside of clinic operating hours should firstly contact the NHS 111 line. In a medical emergency, patients may be directed to call the emergency services on 999 or attend their nearest Accident and Emergency department.

  1. Liability

All doctors and nurses practising at Shilpa Dave Ltd. will have appropriate professional medical indemnity for their work. Other medical specialists and therapists are linked to Shilpa Dave Ltd. and we may book appointments and provide invoicing services; these doctors and healthcare professionals retain professional responsibility for their clinical care. If they record clinical records they will do so using our Practice Management Software Semble as registered users.

Please take care of your personal property whilst at Shilpa Dave Ltd. Our liability to compensate you (in the case of loss or damage other than death or personal injury) is limited to a reasonable amount having regard to such factors as whether the damage was due to a negligent act or omission by us.

  1. Force Majeure

Where the performance by Shilpa Dave Ltd. of its obligations under these terms and conditions is delayed, hindered or prevented by an event or events beyond its reasonable control and against which an experienced service provider could not reasonably have been expected to take precautions, Shilpa Dave Ltd. shall promptly notify the patient in writing, specifying the nature of the force majeure event and stating the anticipated delay.

Shilpa Dave Ltd. shall have no liability to a Member or Non-Member for any failure to deliver the services or any delay in doing so, or for any damage or defect to the services provided, that is caused by an event including without limitation: strikes and other industrial disputes, extreme weather, epidemic, pandemic, terrorist incidents, breakdown of systems or network access, flood, fire, explosion, earthquake, windstorm or other natural disasters, war, civil war, riots or Government action preventing the delivery of services.

  1. Data Protection

✎ Change from V1.5: Updated: reference to Data Protection Act 1998 corrected to Data Protection Act 2018 / UK GDPR. Covid-19 / PHE / NHS Test and Trace references removed (PHE was abolished October 2021; Test and Trace is no longer active). AI tools disclosure added.

It is necessary for the purpose of providing healthcare for Shilpa Dave Ltd. to retain patients’ personal data including identity, contact details and medical information. All information is held within a secure and encrypted computer system. Patients may request copies of their medical records at any time, in accordance with our Access to Medical Records policy available on request or from reception.

We comply with the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR) and are registered with the Information Commissioner’s Office. We will not share your information with any other parties without your express consent, except in cases of emergency such as a life-threatening illness, or where we are required to do so by law. Please also refer to our Privacy Notice for full details of how we collect, use and protect your personal data.

We use technology systems to support the delivery of clinical services, including practice management software (Semble), AI-assisted consultation documentation (Heidi Health) and AI-assisted clinical report drafting (Claude by Anthropic). The use of these tools is governed by our Privacy Notice (Version 3.0, March 2026) and our internal AI Use Policy. Full details, including your right to opt out of AI-assisted processing, are set out in our Privacy Notice and in Section 23 of these Terms and Conditions.

  1. National Health Service (NHS) Care

Members are encouraged to continue their registration with an NHS GP if they are entitled to NHS care. The clinic will liaise with any other healthcare professionals involved in your care, with your consent, as needed. Some patients with complex needs, or who are vulnerable or at risk, may not be able to be supported fully with the limited range of services at Shilpa Dave Ltd. Your doctor will discuss this with you if this is the case and will advise on linking with your NHS GP or facilitating your care needs via the NHS.

  1. Private Medical Insurance

If you think you may be able to claim GP consultation fees and any other fees, please check with your insurer in advance. Shilpa Dave Ltd. will provide assistance in the form of reports, correspondence and receipts as needed. You will usually be required to pay your invoices directly and then make any claims for reimbursement in accordance with your insurance policy. If you have pre-authorisation from your insurer then we may be able to bill them directly; please discuss with reception if you wish to do this in advance of your consultation. In the event that payment has either not been received or has been declined by a third party or not paid in full within 3 months of the provision of service, the patient will be responsible for making immediate payment to Shilpa Dave Ltd.

  1. Termination of Membership Agreement by Shilpa Dave Ltd.

The clinic will not tolerate violent, aggressive or abusive behaviour. Shilpa Dave Ltd. reserves the right to immediately terminate its contract with any patient who is violent, aggressive or abusive either in person or via email or telephone communication. In these circumstances any membership fees paid in advance that relate to a period after termination will be refunded in full.

We may immediately issue a warning and deny your access to all or part of the website or refuse to provide our services to you without notice if: you are in breach of any part of this agreement; we cannot, for any reason, verify or authenticate any information you provide to us; or we believe that your actions may cause legal liability for us, you or any other user.

  1. Unpaid Fees

Shilpa Dave Ltd. may terminate this agreement if any membership fee remains unpaid 30 days after its due date for payment. Fees for other services are payable at the time of provision.

  1. Cancellation of Appointments

✎ Change from V1.5: Updated: Covid-19 testing administration fee reference removed. Clause retained in general form.

In the rare situation that Shilpa Dave Ltd. has to cancel your appointment you will be offered a further appointment as soon as possible. You will also be able to access telephone advice in case of any urgent medical problem, at no additional cost. For certain services which are booked and paid for in advance, an administration fee may be payable for cancellation due to costs already incurred by the clinic when the appointment was booked.

  1. Missed Appointments

Appointments cancelled on the day will be charged in full unless rescheduled. Appointments cancelled within 24 hours will incur a £50 cancellation fee. Health screens which are missed or not rescheduled will incur a £100 cancellation fee due to the long clinic time and staffing costs of these appointments.

  1. Membership Fees Review

Monthly membership fees will be reviewed annually and not more frequently. Other fees and charges may be subject to change with one month’s notice. Members will be given at least one month’s notice of any change to membership fees. Members not wishing to continue their membership at the new rates may cancel with at least one month’s notice. Shilpa Dave Ltd. will refund any advance membership fees paid which relate to a period after the termination of membership.

  1. Communication

✎ Change from V1.5: Updated: sentence added to reflect AI-assisted report preparation.

Patients should expect a response to an email enquiry within 24 hours, but this may not be the same day. We do not provide medical advice via email. Patients should allow 3 working days for any referral letter or clinical report to be prepared. AI tools may be used to assist in the preparation of clinical reports and documentation; all AI-assisted content is reviewed and approved by a qualified clinician before it is communicated to patients or placed in clinical records.

  1. Complaints

Shilpa Dave Ltd. sets itself the highest standards of care. If we fail to meet our own high expectations then please let us know immediately. We know that sometimes things may go wrong; if they do we will do our best to put them right as soon as possible. If you are unhappy with the service you have received, please contact us. A full copy of our complaints policy is available from the practice reception or by email to practicemanager@privategp.org.

  1. Trademarks, Copyrights and Restrictions

This website and all materials on it, including but not limited to images, are the sole property of Shilpa Dave Ltd. and are protected from unauthorised copying and dissemination by copyright law and trademark law. You may not reproduce, republish, upload, post, transmit or distribute in any way whatsoever any materials from privategp.org without the prior written permission of Shilpa Dave Ltd.

  1. Acceptable Use

You acknowledge that you are responsible for all communications sent via or to this website and agree to use this website for proper and lawful purposes only. You will not carry out any act or omission or procedure which would: damage, delay, interrupt or impair the use of this website or its software; cause any illegal, offensive or defamatory material to be placed on or associated with this website; be in breach of any copyright, trademark, privacy, confidence or any other third-party right; or cause any inconvenience to our employees, servants, agents, software and other suppliers or any other third party (including without limitation creating or procuring software viruses, chain letters, unsolicited communications and spam).

In the event that you breach any of these Terms and Conditions, you will indemnify and keep indemnified Shilpa Dave Ltd., its employees, servants, agents, professional advisors, suppliers and affiliates from time to time against all damages, losses, claims, costs, charges, awards, orders, judgments and other liabilities suffered or threatened as a result of a breach of these conditions.

  1. Use of Artificial Intelligence Tools

✎ Change from V1.5: New section added V2.0: covers Heidi Health, Claude (Anthropic), data minimisation protocol, patient opt-out right, and AI governance framework.

23.1 Overview

Shilpa Dave Ltd. uses AI tools to support the delivery of clinical services. These tools assist qualified clinicians; they do not replace clinical judgement, make diagnoses, or communicate directly with patients. All clinical decisions are made by a qualified human practitioner, and all AI-generated outputs are reviewed and approved by a clinician before any clinical use.

23.2 AI Tools in Use Heidi Health

AI-powered consultation scribe that documents clinical consultations by securely recording the conversation between patient and clinician. Covered by a Data Processing Agreement. Your consent will be sought before each consultation.

Claude (Anthropic)

AI assistant used by a single named Data Officer (a qualified clinician) to support the drafting of clinical reports and interpretation of blood test results. Strictly pseudonymised data only — see Section 23.4 below.

23.3 Principles Governing AI Use
  • AI tools are used only to support qualified clinical practitioners. All clinical decisions are made by a human clinician.
  • All AI outputs are reviewed and validated by the responsible clinician before clinical use.
  • AI tools are never used for triage, emergency assessment, or autonomous clinical decision-making.
  • A named Data Officer holds accountability for all AI interactions involving patient data.
  • Use of AI tools is governed by a Data Protection Impact Assessment (DPIA) and internal AI Use Policy, maintained by the Practice Manager.
23.4 Data Submitted to Claude

The following strict data minimisation protocol applies to all interactions with Claude:

  • Only the patient’s unique Semble reference code (a pseudonymous identifier), blood test numerical values, and anonymised clinical context parameters are ever submitted.
  • Patient names, dates of birth, NHS numbers, addresses and all other direct identifiers are never submitted to Claude.
  • Claude is accessed only by the named Data Officer on a secure, encrypted clinic device.
  • Claude account settings are configured to minimise data retention.
23.5 Data Processing Agreement

The practice currently operates Claude under a professional licence. We are in the process of establishing a formal Data Processing Agreement with Anthropic. In the interim, the strict data minimisation measures described above are in operation. Patients who have concerns about this processing may opt out — see Section 23.6.

23.6 Your Right to Opt Out of AI-Assisted Processing

You have the right to request that Claude is not used in connection with your clinical data. If you exercise this right, your reports and blood test interpretation will be conducted by the clinician without AI assistance. Your clinical care will not be adversely affected by opting out. To opt out, please notify us at pa@privategp.org, via reception, or using the consent form in our Privacy Notice.

23.7 Introduction of New AI Tools

Shilpa Dave Ltd. will not introduce additional AI tools that process patient data without first completing a Data Protection Impact Assessment, updating this section of the Terms and Conditions, and notifying patients by email with at least 14 days’ notice before the new tool is used.

23.8 Accountability

The Practice Manager (Giles Davies) maintains oversight of all AI use within the practice. The named Data Officer holds day-to-day accountability for compliance with AI data processing protocols. Concerns or complaints regarding AI use should be directed to practicemanager@privategp.org.

Giles Davies, Practice Manager
Shilpa Dave Ltd. | March 2026 | Version 2.0
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