Terms and Conditions

LoveMyLife Ltd is a private GP clinic and pharmacy at Westfield London, Ariel Way, London W12 7GF. Company number: 15933380, registered in England and Wales.

Our pharmacy is registered with the General Pharmaceutical Council (GPhC), registration number 9013279. Our clinic is registered with the Care Quality Commission (CQC), provider ID 1-26988837639. We are GPs on the GMC GP Register, each with a current licence to practise. Every pharmacist is GPhC-registered.

Our CQC provider ID is 1-26988837639. Verify at cqc.org.uk and pharmacyregulation.org.

We provide private healthcare including:

• GP consultations - walk-in or pre-booked, 15 minutes

• On-site blood testing and pathology

• Medication dispensed from our pharmacy

• Health screening and check-up packages

• Travel health and vaccinations

• Sexual health screening and treatment

• Weight management and prescribing

• Menopause and HRT consultations

• ADHD assessment and management

• Occupational health and visa medicals

We are a private clinic. We do not provide NHS services. We recommend you stay registered with an NHS GP alongside using LoveMyLife.

Our services are for adults aged 18+. For under-18s, a parent or guardian must provide consent and be present.

You are responsible for giving us accurate information about your medical history, medications, and allergies - this keeps you safe. Please tell us if you are seeing another professional for the same condition.

Book online at lovemylife.com, by phone, or walk in at Westfield London. Walk-in availability is subject to demand.

If your consultation runs beyond 15 minutes for clinical reasons, your doctor may extend it at no extra charge at their discretion.

Cancellations: Please give us at least 2 hours' notice. We may charge a cancellation fee (up to the consultation cost) for late cancellations or no-shows.

Programmes paid in advance: if a treatment programme is paid for upfront and the doctor finds it is not suitable for you, we refund it less the assessment fee you have had. See our Cancellation Policy for the detail.

All prices are listed at lovemylife.com/pricing and at reception, in pounds sterling.

VAT: LoveMyLife Ltd is registered for VAT, number 527 6647 60.

Most of what we provide carries no VAT. Doctor consultations and medical care are exempt, and medicines dispensed against a prescription are zero rated.

Some items are standard rated at 20%: certificates and reports prepared for a third party, medicines sold without a prescription, supplements, and wearable devices. Where VAT applies, it is included in the price shown.

Payment is due at the time of service. We accept debit cards, credit cards, and contactless. No cash.

If you have private medical insurance, please confirm coverage before your visit. We provide itemised receipts and clinical codes but cannot guarantee reimbursement.

We issue private prescriptions where clinically appropriate. Dispense at our on-site pharmacy or any community pharmacy you prefer.

If a medication is out of stock, we will source it or direct you to an alternative supplier. Controlled drugs follow all GMC, GPhC, and Home Office guidance.

We will not prescribe anything we consider clinically inappropriate - every prescribing decision is in your best clinical interest.

Medication: Dispensed medication cannot be returned or refunded once it has left our pharmacy, for safety and legal reasons. If you have paid for medication that has not yet been dispensed, or a medicine is found not to be clinically suitable for you, we refund it in full (an assessment fee may apply where a clinical review has taken place, and we tell you before you pay).

Goods: Goods that are not medicines, such as wearables, test kits and travel supplies, can be returned within 14 days if unused and in their original sealed packaging. Faulty, damaged or incorrect items are replaced or refunded in full.

Full detail: See our full Refunds and Returns policy at lovemylife.com/cancellation-policy, which also covers appointment cancellations and prepaid programmes.

We keep confidential medical records in line with UK GDPR, the Data Protection Act 2018, and GMC confidentiality guidance. Full details in our Privacy Policy at lovemylife.com/privacy.

With your consent, we may share clinical information with your NHS GP for continuity of care. You can decline this, but we strongly recommend it for your safety.

We may disclose information without consent only where required by law, court order, or where there is a serious risk to health or safety.

All care follows NICE guidelines and relevant Royal College standards. We exercise independent clinical judgement.

We maintain a clinical governance framework covering regular audit, peer review, significant event analysis, and continuing professional development.

We do not guarantee specific outcomes - medicine involves inherent uncertainty and results vary.

Raise concerns with our team during your visit, or email [email protected] afterwards.

We acknowledge complaints within 3 working days and aim to respond fully within 20. If it needs more investigation, we will keep you updated.

If our internal process does not resolve your concern, you can escalate to:

• Care Quality Commission (CQC) - clinical care quality and safety

• General Pharmaceutical Council (GPhC) - pharmacy services

• General Medical Council (GMC) - concerns about a doctor

• CEDR Private Healthcare Mediation - independent mediation for private healthcare complaints. We are members.

Nothing here excludes our liability for death or personal injury from our negligence, fraud, or anything that cannot be excluded by law.

Beyond that, our total liability is limited to the fees you paid for the specific service in question.

We are not liable for loss arising from inaccurate information you provide, failure to follow clinical advice, or discontinuing treatment against medical advice.

Our website is for information and booking. Health content is general and does not replace a consultation. We do not guarantee the site will always be available or error-free.

All website content - text, graphics, logos, images, software - is our property and protected by copyright.

Yes. We may update them from time to time. The revised version will be posted here with an updated date. Material changes will be communicated on our website or by email. Continued use of our services means you accept any updates.

These Terms are governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.