Terms and Conditions

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  1. Definitions
  2. The Ezra clinic Obligations
  3. Fee & payment terms
  4. Patient rescheduling policy
  5. Cancellation & refund
  6. Patient obligations
  7. Patient aftercare
  8. Confidentiality / data protection
  9. Transfer of business
  10. Force majeure
  11. Legal jurisdiction

1. DEFINITIONS

CONFIRMED
An operation can only be confirmed once the Surgeon Consultation has taken place, a deposit has been received, and the paperwork has been validated.

DAYS
Where days are not stated as “working days” they are days of the normal 7 day-week including UK Bank or Public Holiday.

DEPOSIT
An agreed sum of monies used to reserve space on an operating list which is non-refundable once outside the 14 days reflection and cooling off period.

GENERAL MEDICAL COUNCIL (GMC)
Is a public body that maintains the official register of medical practitioners within the United Kingdom.

NURSING AND MIDWIFERY COUNCIL (NMC)
Is a public body that maintains the official register of nurses within the United Kingdom.

THE EZRA CLINIC
The business known as Oculoplastics Centre UK Ltd THE EZRA CLINIC TEAM A team of clinical and medically trained staff who review patient situations and can approve clinical decisions should they deem appropriate.

MISSED APPOINTMENT CHARGE

  • Patients may be asked to pay the consultation fees for appointments in advance.
  • Failure to provide 72 hours notice of non-attendance for clinical appointments (with surgeon, doctor or nurse), including video consultation appointments, will result in a missed appointment charge equivalent to the cost of the consultation.
  • Failure to provide 72 hours notice of non-attendance for post-operative or clinical appointments (with surgeon, doctor or nurse) including video e-consultations appointments, will result in a missed appointment charge of £200. Discretion will be applied for a missed initial clinical post-operative appointment should 72 hours’ notice not have been given, however, charges will apply for any subsequent missed appoints whereby 72 hours’ notice has not been given.

PATIENT
For all patients undergoing non-surgical or surgical procedures (including but not limited to the medical care, nursing care and administrative functions provided to the patient by The Ezra Clinical team and the Ezra Clinic employees), the outcome of the procedure is the responsibility of the Nurse, Surgeon or Doctor treating the patient.

PATIENT INFORMATION
Information provided to patients in accordance with the Independent Health Care Standards and in line with regulations set by the Care Quality Commission (CQC), Health Inspectorate Wales (HIW) and Independent Healthcare Sector Complaints Adjudication Service (ISCAS). This could include: brochures, leaflets, videos, emails, advice and any associated letters, and any other information provided online or offline. The Ezra clinic do not take responsibility for manufacturer’s information but believes the information provided to be accurate at the time of delivery.

PROCEDURE
Refers to the medical procedure to be carried out by the surgeon, doctor or nurse. This may refer to a surgical or non-surgical procedure and includes the activities of an anaesthetist.

REFLECTION AND COOLING-OFF PERIOD
A period of 14 days from the day of the initial consultation with the operating surgeon/doctor. The Ezra Clinic recommends in accordance with ‘Guidance for Doctors Who Offer Cosmetic Intervention’, GMC 2016 and guidelines identified in ‘Good Medical Practice in Cosmetic Surgery’ (in liaison with the General Medical Council) that patients have an adequate time for reflection. In exceptional circumstances, if deemed in the patient’s interest, this reflection period may be reduced.

SURGEON/DOCTOR (including Anaesthetist) 
Means an independent medical practitioner who is registered with the General Medical Council to practice medicine within the United Kingdom and who holds a practising privileges agreement to carry out the Procedure at appropriate premises. WEEK(S) ‘Week’ refers to a period of seven (7) days and where several weeks are mentioned, the number of weeks should be multiplied by 7 to give the number of days.

WORKING DAY
Monday to Friday of any given week except for a UK bank or public holiday.

2. THE EZRA CLINIC’S OBLIGATIONS

2. 1 The Ezra Clinic shall engage independent surgeons/medical practitioners and nurses who:

  • Are registered with the General Medical Council, or the Nursing and Midwifery Council.
  • Hold the qualifications and experience required under Schedule 3 of the Health and Social Care Act (Regulated Activities) Regulations 2010
  • Have been granted practising privileges at the clinic or hospital where they are to perform the procedure, or are employed as a nurse at the facility where the procedure is performed.

Surgeons/medical practitioners and nurses are engaged as independent contractors, and are professionally and legally liable for, and are directly accountable to the patient for their own tortious acts and breach of contract. They are obliged to maintain private practice medical indemnity insurance with the Medical Defence Union, the Medical Protection Society or any other insurer that is appropriate in accordance with the GMC or NMC guidelines. The Ezra Clinic is not vicariously or in any other way liable for the acts, clinical issues arising, omissions or breach of contract by the independent surgeon or doctor; such liability remains at all times with the surgeon, doctor or nurse.

2.2 The Ezra Clinic may engage an independent surgeon, medical practitioner or nurse to perform the procedure.

2.3 Provided that the patient has complied with the obligations of this agreement, and at the discretion of the surgeon or medical practitioner, The Ezra Clinic will engage the surgeon, medical practitioner or nurse to provide aftercare to the patient.

2.4 The Ezra Clinic cannot accept any responsibility or liability for any matter which may be within the professional or legal liability of the independent surgeon, medical practitioner or nurse.

2.5 The Ezra clinic shall comply with the provisions under the General Data Protection Regulations (Regulation (EU) 2016/679), as will its independent surgeons and doctors who are registered with the Information Commissioner’s Office (ICO) as data controllers in their own right.

2.6 Although good results are expected, there is no guarantee or warranty expressed or implied, on the results that may be obtained. This applies to all surgical treatments and to all non surgical treatments such as, (but not limited to) laser, micro needling and injectable treatments including (but not limited to) filler, mesotherapy, skin booster, botulinum toxin or profhilo. You may be disappointed with the result of surgery, laser or injectable treatment. This would include risks such as asymmetry, unsatisfactory surgical scar location, unacceptable visible deformities, loss of function, poor healing, wound disruption, nerve injury and loss of sensation. It may be necessary to perform additional surgery to improve your results. Additional procedures may be needed to correct residual problems.

3. FEE & PAYMENT TERMS

Deposit:

A deposit of £1000 is required should you wish to schedule a date for your surgery. If a deposit has not been paid, there can be no guarantee that your preferred date will be available.
You may be required to pay an initial consultation fee of £275 in advance of your first consultation.

Payment Terms:

Payment in full for surgery or other procedures will be required after the lapse of the 14-day reflection and cooling-off period. Any failure to clear the balance in full in line with these terms and conditions may result in the procedure date being changed, or even cancelled.

3.1 THE PROCEDURE FEE WILL COVER:

  1. Surgeon fees for the procedure and all care which includes the post-operative appointments in line with The Ezra Clinic’s aftercare policy.
  2. All hospital/clinic charges and anaesthetist charges are entirely independent of The Ezra Clinic and these payments must be made to those parties directly. Any disputes regarding fees to hospitals/clinics or anaesthetists must be resolved with those bodies/individuals directly. The Ezra Clinic, as an independent service, will not intervene in any such disputes
  3. Pre-operative and post-operative medical photographs taken by the doctor or nurse. These form part of the patient’s confidential medical record.
  4. Surgeon fees during the hospital stay which include the surgery and immediate post-operative care and post-operative appointments in line with The Ezra Clinic’s aftercare policy.
  5. The Ezra Clinic aftercare, pursuant to this agreement.
  6. Appropriate (non-prescription) post-surgical eye drops, creams, dressings and tapes. Any prescription medications will not be included in this fee.

3.2 THE PROCEDURE FEE WILL NOT COVER:

  1. Electrocardiogram examinations, echocardiogram examinations, X-rays, ultrasound scans (USS), MRI scans, CT Scans or any other diagnostic examinations. Any subsequent remedial treatment needed following examination results will not be covered.
  2. Any drugs which are not prescribed by the independent operating surgeon/doctor who has been given delegated authority.
  3. Any prescription medications required after the surgery. These incur additional costs.
  4. Any additional cost of pre-operative blood tests or pre-operative blood tests as may be determined necessary by the surgeon/doctor or anaesthetist.
  5. Any additional anaesthetic, histology fees and/or specialist referrals. These will incur additional costs.
  6. Any postoperative visits in addition to those outlined in The Ezra Clinic Aftercare Policy
  7. Any additional cost of, where appropriate, a prosthesis in the non-standard range of the supplier, other than that specifically agreed between the patient and the patient’s operating surgeon.
  8. Any expenses relating to travel, accommodation and time off work for original surgery or revision surgery incurred by the patient or chaperone.
  9. Expenses relating to procedure results, including but not limited to manual lymphatic drainage (MLD) massages or any corrective surgery.
  10. Any additional charges, where applicable, will be added to the procedure fee.
  11. The procedure fee does not cover any costs incurred for non-compliance or breaches of these terms and conditions; this includes additional aftercare resulting from said breach.
  12. The Ezra Clinic does not cover the cost of loss of earnings for a patient or their chaperone/family.
  13. The Ezra Clinic does not cover the cost of prescriptions or antibiotics in the event of a post-operative infection.
  14. The Ezra Clinic does not cover the cost of a patient’s or their chaperone’s travel/accommodation/food, or any other related expenses in connection with both the original and/or the revision surgery. This applies even in the case of a Force Majeure; all costs need to be covered by the patient and/or their chaperone/family.
  15. The Ezra Clinic does not cover the cost of specialist dressings except in exceptional circumstances.
  16. Depending on whether the cost of surgery is covered by an insurance plan, you will be responsible for necessary co-payments, deductibles, and charges not covered.
  17. Any potential future costs for additional procedures that you elect to have or require in order to revise, optimize, or complete your outcome. Additional costs may occur should complications develop from surgery. Secondary surgical fees, anaesthetic fees and hospital day surgery charges involved with revision surgery will also be your responsibility.
  18. Any top-up injections of filler or botox.

3.3 TIMESCALES EXPLAINED:

If the patient fails to clear the balance in accordance with the earlier provisions of this Clause 3 headed “Payment Terms” then The Ezra Clinic reserves the right to cancel or reschedule the procedure and charge or retain the cancellation/reschedule fee as defined in this document. Please note, should a request be made which requires a change to these payment terms, then this could give rise to an administration charge being levied.

4. PATIENT RESCHEDULING POLICY

4.1 If the patient reserves a procedure date with The Ezra Clinic and the Patient decides to reschedule or cancel the procedure date, an additional fee will be payable (the “rescheduling fee”) dependent on how much notice is provided as follows:

  • Prior to attending the initial consultation with the operating surgeon/doctor or up to six weeks before surgery: £0
  • Three to six weeks prior to the procedure date: £500.
  • Within 3 weeks of the operation date: 50% of the surgical fee
  • Within 2 weeks of the surgery: 100% of the surgical fee

The rescheduling fee shall be applied at The Ezra Clinic’s discretion pursuant to this clause

4.2 The ‘Reflection and Cooling-off Period’ is unaffected by clause

4.3 It is the sole decision of the operating surgeon/doctor or anaesthetist as to whether the operation takes place; if the procedure is postponed for medical reasons following the anaesthetist or surgeon/doctor receiving information relating to the patient’s past medical history which has not been disclosed by the patient, the patient will be subject to the fee outlined in 4.1 above.

4.4 The Ezra Clinic reserves the right to postpone the Procedure in the interests of patient safety and welfare. Reasons may include failure by the patient to follow advice given in line with clinical guidance which is provided by the surgeon/doctor or The Ezra Clinic Team and/or the patient information guide. This includes but is not limited to the example of a patient who has continued to consume nicotine two weeks prior to the procedure despite the instructions of the surgeon/doctor to stop. In this instance the patient will be subject to the fee outlined in 4.1 above.

4.5 In the event of an operation being rescheduled as a result of following the advice of The Ezra Clinic Team, or under Force Majeure, which includes but is not limited to the example of the hospital facilities or the surgeon becoming unavailable, the patient agrees that no expenses in relation to travel, accommodation or time off work (for the patient, chaperone or family member) will be recoverable from The Ezra Clinic.

4.2 The ‘Reflection and Cooling-off Period’ is unaffected by clause 4. 4.3 It is the sole decision of the operating surgeon/doctor or anaesthetist as to whether the operation takes place; if the procedure is postponed for medical reasons following the anaesthetist or surgeon/doctor receiving information relating to the patient’s past medical history which has not been disclosed by the patient, the patient will be subject to the fee outlined in 4.1 above. 4.4 The Ezra Clinic reserves the right to postpone the Procedure in the interests of patient safety and welfare. Reasons may include failure by the patient to follow advice given in line with clinical guidance which is provided by the surgeon/doctor or The Ezra Clinic Team and/or the patient information guide. This includes but is not limited to the example of a patient who has continued to consume nicotine two weeks prior to the procedure despite the instructions of the surgeon/doctor to stop. In this instance the patient will be subject to the fee outlined in 4.1 above. 4.5 In the event of an operation being rescheduled as a result of following the advice of The Ezra Clinic Team, or under Force Majeure, which includes but is not limited to the example of the hospital facilities or the surgeon becoming unavailable, the patient agrees that no expenses in relation to travel, accommodation or time off work (for the patient, chaperone or family member) will be recoverable from The Ezra Clinic.

5. CANCELLATION & REFUND

Procedures can be cancelled by either the patient or The Ezra Clinic for a variety of reasons. This section aims to explain the consequences of a cancellation.

RIGHT TO CANCEL DURING THE FIRST 14 DAYS AFTER BOOKING:

5.1 You have the right to cancel any surgery within 14 days without giving any reason.

  1. If you cancel this contract by exercising your right to cancel, we will reimburse to you for advance surgical payments received from you. We will make the reimbursement without undue delay and not later than 14 days after the day on which we are informed about your decision to cancel the surgery.
  2. We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. The refund will be paid in the following ways:
    1. Payment made on a credit or debit card – the appropriate amount will be repaid to the same card that was used to pay for the procedure. The amount repaid cannot exceed the transaction amount paid on the card to The Ezra Clinic.
    2. Payment in any other way – the appropriate amount will be repaid by bank transfer or cheque in the name of the person who made the payment.

THE EZRA CLINIC CANCELLATION REASONS:

5.2 The Ezra clinic reserves the right to cancel the procedure for a variety of reasons including being in the interests of patient safety and welfare, along with a failure by the patient to follow the advice given by The Ezra Clinic Team, the surgeon/doctor, nurse, or contained within the patient information guides provided.

The patient shall comply with all pre-operative instructions provided by The Ezra Clinic; failure to do so will result in cancellation.
Failure to adhere to clause 6 of the Patient Obligations will result in cancellation.
The Ezra Clinic reserves the right to cancel the procedure should the patient or their chaperone/family member display abusive behaviour towards The Ezra Clinic staff, surgeons, doctors, hospital staff or any other person.
The Ezra Clinic reserves the right to cancel the procedure should the surgeon/doctor not feel comfortable operating on the patient due to the Patient displaying an unusual degree of nervousness, unusual behaviour and/or obvious uncertainty.
If the patient is found to be medically unsuitable for the procedure, or that information has come to light putting the Patient’s suitability in doubt, and it transpires that medical information was known by the Patient but undisclosed to The Ezra Clinic, then the procedure will be cancelled.
5.3 In the event of the procedure being cancelled for any of the reasons above or under Force Majeure, including but not limited to the hospital facilities or the Surgeon becoming unavailable, the Patient agrees that no expenses in relation to travel, accommodation or time off work will be recoverable from The Ezra Clinic for the patient, chaperone, family member, or any other person.

PATIENT CANCELLATION

5.4 The patient will incur the following fees if the procedure is cancelled by the patient:

  1. 6 weeks prior to the surgery date: £0 fee
  2. 3-6 weeks prior to the surgery date: £1000 Administration fee which will be taken from the deposit.
  3. Within 3 weeks of the operation date: 50% of the surgical fee, some of which will be taken from the deposit.
  4. Within 2 weeks of the operation date: 100% of the surgical fee, some of which will be taken from the deposit.

REFUND PROCESS

5.5 Any refund must be approved by consultant/doctor or nurse to ensure that it falls in line with these Terms and Conditions. Once approved, a refund will normally be paid within 30 working days. The refund will be paid in the following ways:

  1. Payment made on a credit or debit card – the appropriate amount will be repaid to the same card that was used to pay for the procedure. The amount repaid cannot exceed the transaction amount paid on the card to The Ezra Clinic.
  2. Payment of any refund will be made less any transfer or admin fees charged to us.
  3. Payment in any other way – the appropriate amount will be repaid by bank transfer or cheque in the name of the person who made the payment.
  4. Refunds will only be made on condition of a confidentiality agreement to be signed and agreed by the patient.
  5. In the event of a refund, The Ezra Clinic shall not be responsible for any additional aftercare required in these circumstances and shall charge any additional costs for consultations or treatments to the patient.

PATIENT OBLIGATIONS

  1. The patient shall sign all paperwork provided by The Ezra Clinic prior to receiving a procedure date.
  2. To understand that it is the sole decision of the operating surgeon/doctor or anaesthetist as to whether or not a procedure can or should be carried out.
  3. Shall provide to The Ezra Clinic, the surgeon/doctor or any member of the Healthcare Team a full health history* to the best of their knowledge. The patient further understands that withholding medical information could put their health at risk, and that if this is later identified, the procedure will be cancelled. This will be subject to a cancellation fee as detailed in section5. The Ezra Clinic shall not be responsible for any additional aftercare required in these circumstances and shall charge any additional costs to the patient.

*Includes details of past and current use of recreational drugs which include the following:

  1. Class A e.g. Cocaine, crack cocaine, ecstasy (MDMA), heroin, LSD, magic mushrooms, methadone, methamphetamine (crystal meth)
  2. Class B drugs e.g. Amphetamines, barbiturates, cannabis, codeine, ketamine, methylphenidate (Ritalin), synthetic cannabinoids, synthetic cathinone’s (for example mephedrone, methoxetamine)
  3. Class C drugs e.g. Anabolic steroids, benzodiazepines (diazepam), gamma hydroxybutyrate (GHB), gamma-butyrolactone (GBL), piperazines (BZP), khat
    Please note: these lists are not exhaustive
  4. Informing the Patient’s GP. As the patient’s GP is responsible for the patient’s general healthcare, it is important that the patient informs their GP about any intended surgery. The patient may be asked to complete this information at their first appointment with The Ezra Clinic, and The Ezra Clinic may write to them, or other relevant clinicians to ensure the Patient is fit for elective surgery and anaesthesia.
  5. Shall notify The Ezra Clinic immediately if a change occurs to their previously disclosed medical history, health or wellbeing, such as weight gain, pregnancy, change in medication dosage, etc.
  6. Shall be responsible for reading and making sure that they understand any patient Information provided in relation to their procedure ahead of the Procedure.
  7. Shall comply with all pre and post-surgical instructions provided by The Ezra Clinic, and the surgeon/doctor/nurse. Failure to do so may affect the patient’s aftercare and result in it becoming void.
  8. Shall ensure that any invoices and/or outstanding monies are paid at least 56 days prior to the scheduled procedure date, or as soon as possible after the reflection and cooling off period if this is sooner.
  9. We will not tolerate any aggressive or harassing behaviour towards staff and this may result in disqualification from the clinic and may result in further action.

7. PATIENT AFTERCARE

The Ezra Clinic Aftercare Policy has been designed to ensure that the outcome, health, wellbeing and successful recovery are realised. Failure to adhere to this policy could put the patient’s health at risk and/or affect the outcomes.

  1. All patients must attend post-operative appointments set by The Ezra Clinic Team and follow advice and guidance set out in the Patient Information provided by The Ezra Clinic Team.
  2. For all blepharoplasty and brow lift surgery: The Ezra Clinic will provide, two preoperative consultations as part of the initial consultation fee. The Precise timings of these visits may vary depending on clinical appropriateness and patient need and may be in person or virtual. Any additional consultations will incur standard costs for follow up appointments at £200 per visit.
  3. For all blepharoplasty and brow lift surgery: The Ezra Clinic will provide, as part of the surgical fee, three postoperative consultations: These consultations may be virtual or in person and are usually spaced over 6 months. The precise timings of these visits may vary depending on clinical appropriateness and patient need. Any additional consultations will incur standard costs for follow up appointments at £200 per visit.
  4. For other surgeries: The Ezra Clinic will provide, as part of the surgical fee a single postoperative consultation at 1 week, postoperatively. This consultation may be virtual or in person. The precise timings of these visits may vary depending on clinical appropriateness and patient need. Any additional consultations will incur standard costs for follow up appointments at £200 per visit.
  5. For patients having filler treatment, one additional follow up appointment will be provided, any further consultations will incur standard costs for follow up appointments at £200 per visit.
  6. No expenses in relation to travel, accommodation or time off work will be recoverable from The Ezra Clinic for the patient, chaperone, family member, or any other person.
  7. Failure to attend two consecutively scheduled post-operative appointments will result in The Ezra Clinic being no longer obliged to offer further appointments and thus voiding the aftercare
  8. To protect patient wellbeing, we update our clinical criteria from time to time. This could affect such things as safe body mass limits, mental health status, medical conditions such as diabetes, heart conditions and the effects of medication. In these circumstances a Procedure could be prevented from taking place.
  9. Patients must wait, sometimes for a period of up to 12 months, for results to settle and the final result to be realised before the final result can be determined.
  10. If the Patient moves to another area or part of the country, the patient will be expected to travel to meet with their operating surgeon/doctor; The Ezra Clinic will not cover such travel costs.
  11. If a scan or other investigative work is required as part of the treatment plan, or needed to ascertain if treatment is required, this cost will not be covered by The Ezra Clinic unless it is within 28 days of the original operation.

8. CONFIDENTIALITY/DATA PROTECTION

  1. The Ezra Clinic is registered with the Information Commissioner’s Office. At the Ezra Clinic, we are committed to protecting our patient’s personal information and confidentiality, and we take all reasonable measures to ensure the confidentiality and security of personal data for which we are responsible. The Ezra Clinic complies with UK law accordingly implemented, including that required by the General Data Protection Regulations (Regulation (EU) 2016/679).
  2. The Ezra Clinic process and hold data relevant to the Patient and their Procedure in accordance with the provisions set out In The Ezra Clinic’s Privacy Policy. This can be viewed at https://www.danielezra.co.uk/privacy-policy
  3. The patient will need to sign and return the GDPR Consent form prior to any consultation

9. TRANSFER OF BUSINESS

  1. If the Ezra Clinic shall merge with another business or transfer all or substantially all of its business to a partnership, a limited liability partnership, or a company, the patient agrees that The Ezra Clinic may transfer to the successor enterprise the performance of its services and benefit and obligations arising pursuant to these terms and conditions on substantially the same terms (so far as is applicable).

10. FORCE MAJEURE

  1. The Ezra Clinic shall not be liable for any delay or failure in the performance of any obligation under this agreement caused by circumstances beyond the reasonable control of The Ezra Clinic or other person to perform the obligation. Without limitation such circumstances may include acts of nature, natural disasters, utilities breakdown, malfunction of equipment and such person may include a Surgeon or other Medical Practitioner.