Terms of Service

These terms govern your use of the Emerald MedToMe platform and services. By booking a visit or consultation you accept these terms. If you do not agree, please do not use the service. These terms operate alongside our Privacy Policy and Clinical Governance framework.

Emerald MedToMe provides urgent, non-emergency clinical care delivered in person at your location or virtually. The service is operated by a CQC-registered provider. We do not provide emergency ambulance response. If you believe you have a life-threatening emergency, call 999 immediately.

When you request care, our triage process assesses your symptoms to determine urgency and the most appropriate clinician. We may decline a request, or escalate to emergency services, where clinically indicated. You agree to provide accurate, complete information about your symptoms, medical history and location.

Fees are displayed before you confirm a booking. Payment is processed securely via Stripe at the time of booking or visit completion as applicable. Clinician type and service tier determine the fee: "Clinician" tier and "Advanced Clinician or GP" tier. Prescription review services carry a flat fee where applicable. Refunds are considered in line with our Complaints Policy.

Your assigned clinician will confirm their identity using a unique verification PIN shared with you at the time of matching. You agree to allow safe access to your location and to provide a responsible environment for care. Virtual consultations are not offered for services that require an in-person assessment, including prescription and wound management.

You agree to:

• provide truthful health and identity information;
• follow reasonable clinical advice and aftercare instructions;
• treat clinicians and staff with respect; abusive behaviour may result in service refusal;
• not use the service for any unlawful purpose.

A record of your care is maintained in line with CQC and professional standards. Our clinical governance framework, including duty of candour, safeguarding and incident reporting, applies to every visit. Clinicians are subject to professional regulation (HCPC, NMC or GMC).

We provide care with reasonable skill and care. To the extent permitted by law, our liability is limited to the fee paid for the relevant service. We are not liable for indirect or consequential losses. This does not affect your statutory rights as a consumer under the Consumer Rights Act 2015.

You may cancel a booking at any time. Cancellations after a clinician has been dispatched may incur a call-out fee. Where a clinician is unable to attend, we will seek to reassign your visit or offer a refund.

We may update these terms from time to time. Continued use of the service after changes are posted constitutes acceptance. Material changes will be communicated where appropriate.

For questions about these terms, contact help@medtome.co.uk.