Credit Plan Agreement

Effective date: 20 Jan, 2025

Introduction

1. Our relationship with You

Welcome to Remedi! Our full name is Remedi Finance Limited, and our company number is 16061820. We have a registered office at 6 Kinghorn Street, London, EC1A 7HT.

If:

You submit an Application (“Your Application”) to ask us to finance a transaction between you and a healthcare clinic in Turkey (“Your Clinic”) for the supply medical services to you in accordance with Your Clinic’s plan for a healthcare treatment (“Your Treatment Plan”); and

we approve Your Application (“Our Approval”) and agree to provide You with a credit facility to finance Your Treatment Plan (a “Remedi Credit Plan”) on the basis of the pro forma invoice from Your Clinic that you send to us with Your Application (“Your Clinic’s Pro Forma Invoice”)

the terms and conditions in this document, Our Collection Agency Instruction Terms and the Remedi App Terms (which set out how to use the Remedi App and interact with any social media) will form

Remedi Website Terms

Please read these terms carefully before using the Remedi website.

Last Updated: [] November 2024

What these terms are for

These terms tell You the rules for using the Remedi App ("site").

By using our site, You confirm that You accept these terms and that You agree to comply with them. If You do not agree to these terms, You must not use our site. Other terms including Terms of Service, our Privacy Policy and our Cookie Policy also apply to Your use of our site and a Remedi account.

Who we are and how to contact us

Our site is operated by Remedi Technologies Limited, whose company number is 15918781. We have a registered office at Flat 21 Dean Park Mansions, 27 Dean Park Road, Bournemouth, England, BH1 1JA

To contact us, please contact Remedi customer services using the form on the Contact Page on our site or by email at [].

We may make changes to these terms

We may amend these terms at any time, to reflect changes to our site, our users' needs, our business priorities or changes in law. Any amendments to the terms will be uploaded to the site directly. Every time You wish to use our site, please check these terms to ensure You understand the terms that apply at that time.

Our site

Our site is made available free of charge.

We may update or change our site from time to time. We do not guarantee that our site, or any content on it, will always be available, uninterrupted or free from errors or omissions. We may suspend or withdraw, discontinue or restrict the availability of all or any part of our site for business and operational reasons. We will not be liable to You if for any reason our site is unavailable at any time or for any period.

We do not guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring Your information technology, computer programmes and platform to access our site. You should use Your own virus protection software.

Prohibited uses

You may use our site only for lawful purposes. You may not use our site to knowingly introduce any viruses, trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful materials. You must not try to gain unauthorised access, interfere with, damage or disrupt our site, the network on which our site is stored, or any computer, network or software connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack.

By breaching these provisions, You may commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing Your identity to them. In the event of such a breach, Your right to use our site will cease immediately.

How You may use material on our site

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All these rights are reserved.

You may print off one copy and download extracts of any page(s) from our site for Your personal use. You must not modify the paper or digital copies of any pages or material You have printed off or downloaded in any way, and You must not use any images, illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged. You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.

If You print off, copy or download any part of our site in breach of these terms, Your right to use our site will cease immediately and You must, at our option, return or destroy any copies of the materials You have made.

Do not rely on information on this site

The content on our site is provided for general information only. It is not intended to amount to advice on which You should rely. Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.

We are not responsible for websites we link to

Where our site contains links to other websites and resources provided by third parties, these links are provided for information only. Such links should not be interpreted as approval by us of those linked websites or information You may obtain from them. We have no control over the contents of those sites or resources.

How to make a complaint

If You have a complaint, please do so by using the form on the Contact Us section of our site. Once we have received Your complaint, we will acknowledge it via email. We will then investigate Your complaint and aim to issue our response within 21 days. If You have a complaint about a retailer that uses Remedi, please contact the retailer directly.

Our responsibility for loss or damage suffered by You

Whether You are a consumer or a business user: We do not exclude or limit in any way our liability to You where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence and for fraud or fraudulent misrepresentation. Different limitations and exclusions of liability will apply to liability arising as a result of the provision of our services to You which will be set out in separate terms agreed in writing between You and Remedi.

If You are a business user: We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it. We will not be liable to You for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with Your use of, or inability to use, our site or Your use of or reliance on any content displayed on our site. In particular, we will not be liable for loss of profits, sales, business, or revenue; business interruption; loss of anticipated savings; loss of business opportunity, goodwill or reputation; or any indirect or consequential loss or damage.

If You are a consumer user: Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to You for any loss of profit, loss of business, business interruption, or loss of business opportunity. If defective digital content that we have supplied, damages a device or digital content belonging to You and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay You compensation.

Rules about linking to our site

You may only link to our home page, provided You do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link to our site in any website that is not owned by You.

Our site must not be framed on any other site nor may You create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice. The website in which You are linking must comply in all respects with the content standards set out in these terms.

Which country’s laws apply to disputes

If You are a consumer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if You are a resident of Northern Ireland, You may also bring proceedings in Northern Ireland, and if You are resident of Scotland, You may also bring proceedings in Scotland.

If You are a business, the terms of this policy, its subject matter and its formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

the legal agreement between you (“You”); and us (“Remedi”) for the Remedi Credit Plan and its administration (“Remedi Credit Plan Agreement”). The Remedi App Terms include our Privacy Policy which is an important document that sets out how we will store and use Your personal information.

Remedi Credit Plans are available for UK residents (excluding Channel Islands) aged 18+. See clause 3 for full eligibility criteria.

Important to know!

The terms and conditions contained or referred to in Your Treatment Plan will form the legal agreement between You and Your Clinic (“Your Treatment Plan Contract”).

Remedi will not normally see or otherwise by aware of your Treatment Plan and is not a party to Your Treatment Plan Contract and so Remedi has no liability or responsibility for the delivery of Your Treatment Plan which is solely the responsibility of Your Clinic.

The terms and conditions in Your Treatment Plan Contract may not be the same as those offered by other clinics, so please make sure that You have read and understood them before You submit Your Application to us.

When we issue an Approval, we will ask you to digitally sign and return your acceptance of the Remedi Credit Plan Agreement.

A Remedi Credit Plan will set out a schedule of the amount of each instalment and its due date for payment that you agree to pay to us in accordance with the Remedi Credit Plan Agreement.

This schedule will include an initial down payment of 20% of Your Clinic’s Pro Forma Invoice. This down payment should be paid to us within 7 days of our receipt of your digitally signed Remedi Credit Plan Agreement.

If you fail to pay this down payment, we will cancel the Remedi Credit Plan and we shall have no further liability to You.

The balance of the amounts payable by You in accordance with the Remedi Credit Plan schedule will be payable only once the medical services specified in Your Treatment Plan have been fully completed by Your Clinic. We shall be entitled to rely upon a notification of completion by Your Clinic when they send to us their final invoice for the medical services provided (“Your Clinic’s Final Invoice”).

We will finance the purchase price set out in the Remedi Credit Plan by paying that amount to Your Clinic for You. Please note that we cannot promise that Your Clinic will provide and complete Your Treatment Plan financed under a Remedi Credit Plan.

We may reject or cancel Your Application or a Remedi Credit Plan before medical services are supplied to You by Your Clinic if we have good reasons. See clause 8 below for examples of good reasons. Please check that if we do cancel Your Application or a Remedi Credit Plan that You are able to cancel Your Treatment Plan Contract.

If we cancel a Remedi Credit Plan before medical services are supplied, we will refund to the UK bank source of your payment method all the down payment You have paid to us, after a deduction for all transaction costs associated with the receipt and refund of those amounts and we will cancel any future automatic payments related to that Remedi Credit Plan.

Please check that if we do cancel Your Application or a Remedi Credit Plan that You are able to cancel Your Treatment Plan Contract.

We will not cancel a Remedi Credit Plan once the supply of medical services under Your Treatment Plan has commenced.

We will adjust the timing for instalment payments under a Remedi Credit Plan if we are notified by Your Clinic of any delay for the delivery of medical services to you.

If Your Clinic’s Final Invoice is for an amount that is greater than the amount shown in Your Clinic’s Pro Forma Invoice, the extra cost will be payable by You direct to the Clinic unless You submit a further application to us to ask us to finance the extra cost and we approve your further application and agree to amend and/or extend your Remedi Credit Plan to cover this extra cost.

If You fail to make payment of any amount when due under a Remedi Credit Plan we may instruct a licensed collection agency to collect the amount due from You. It is important that you read and understand Our Collection Agency Instruction Terms before you make Your Application as these terms form part of the legal agreement between You and us.

Please use Remedi responsibly. Using us to pay for Your Treatment Plan is a form of interest free unregulated credit. It’s important that You pay us on time otherwise You may incur late payment fees. The late payment fees charged are the aggregate of either: a £25 per month payment for each month where an instalment has not been paid; or an amount equal to 2.5% of the instalment for each month where an instalment has not been paid, whichever is larger. All late payment fees are payable by You at once. Late payment fees will not be applied until the date after the day that payment is due. You authorise us to deduct payment from your UK bank source payment method for any late payment fees when they are due.

Missed payments may affect your ability to use us in the future and we may pass unpaid any debt to our debt collection agency. You can read more about this at clauses 16 and 17 below.

If You want more information on our services or can’t find what You are looking for in this Remedi Credit Plan Agreement, You might find it useful to read our FAQ. However, please note that these are for information purposes only and do not form part of our Remedi Credit Plan Agreement with You.

If there is something You don’t understand in this Remedi Credit Plan Agreement, please get in touch. If there is something You don’t agree with, unfortunately we won’t be able to provide You with a Remedi Credit Plan.

Changing the terms and conditions of Remedi Credit Plans

You can find out more information about how we change these terms and conditions in clause 26 below. We may update our terms from time to time so please check-in regularly.

2. What is Remedi and how does a Remedi Credit Plan work?

We are a ‘buy now pay later’ company that allows You to buy medical services offered by healthcare clinics in Turkey.

By entering a Remedi Credit Plan Agreement, You instruct us to pay the amounts payable to Your Clinic under Your Treatment Plan Contract in exchange for You paying to Remedi the instalments specified in the related Remedi Credit Plan on the dates set out in the payment schedule set out in the Remedi Credit Plan.

The amounts payable by You to Remedi will include the cost of Your Treatment Plan and any taxes or amounts charged by Your Clinic specified in Your Treatment Plan Contract. We will send You a copy of each Remedi Credit Plan by email.

Each Remedi Credit Plan Agreement is a separate short-term fixed sum loan agreement where we lend You a fixed amount of credit to allow You to pay for Your purchase of medical services by a minimum of 3 and no more than 12 monthly instalments which will be due for payment on the dates specified in Your Remedi Credit Plan.

Remedi Credit Plan Agreements are not regulated by the Financial Conduct Authority.

Your Account

3. How do I open an account /eligibility criteria?

You must first register with us for an account in order to make an Application for us to finance Your Treatment Plan Contract using a Remedi Credit Plan.

To register for an account and be eligible to use our services, You must be a UK resident (excluding Channel Islands), aged 18 or over, have a UK billing address and a valid email address and UK mobile number.

You must also be willing to pay all payment instalments by bank transfer or Direct Debit from a UK bank account that You tell us about.

You must ensure that all bank transfers are made on the due date for the payment of an instalment under a Remedi Credit Plan and/or that Direct Debits are paid when first presented for payment and that a valid Direct Debit Instruction is in place at all times for the UK bank account You have asked us to use for collecting payment instalments under a Remedi Credit Plan.

We’ll ask for information about You to check Your identity and to meet our legal and regulatory requirements. We’ll only register your account when we have approved the information. To find out how we use Your personal information, please see our privacy policy.

You can create an account by clicking on the link in Your Treatment Plan when this is sent through to You by Your Clinic.

When your account is set up, You’ll choose a payment method for the instalment payments due under the related Remedi Credit Plan.

Our services are for Your personal non-business use, and You are limited to opening one account (if we’ve closed your account, You’ll be prevented from creating a new one).

4. Keeping your account safe and secure

When your account is created, You will be asked to set up a username and secure password. You can then access your account through our website or app. You need to keep your security details and account safe and secure. This means You shouldn’t share your security details with anyone, and You should be careful when writing your security details down so that other people cannot see or access your security details. You should also log out of your account on your electronic device when You have finished using your account.

We are not responsible for any unauthorised use or access of your account unless we have failed to take reasonable steps to prevent such unauthorised use or access. You must contact us immediately if You notice any unauthorised access or use of your account.

5. How to use your account?

There are certain things You must do and not do when having an account with us. For example:

act responsibly when using us to buy medical services;
pay your instalment payments on time;
provide to us your identity documents when reasonably requested by us;
keep your contact details accurate and up to date;
help us to investigate any illegal or unapproved activity on your account;
don’t provide us with any false, inaccurate or misleading information;
don’t use your account for illegal purposes (such as fraud) or activities that are not approved by us;
don’t allow other people to use your account or access your security details;
don’t open or use more than one Remedi account; and
don’t do anything to harm our systems or prevent us from providing our services.

6. What happens if something goes wrong with my account or the services?

We’ll try our best to make sure that our services and your account are available and accessible at a reasonable speed, however we can’t promise that this will always be the case, or our services will always be free from problems. If there are problems with our services or your account, we’ll work to solve any problems as soon as possible. We’re not responsible for your losses if our services or your account are unavailable or inaccessible.

7. How do I close or deactivate my account?

You can request to close or deactivate your account at any time via the Remedi app. To do so You’ll need to pay us all amounts You owe us under all your outstanding Remedi Credit Plans (including late fees) immediately. We’ll also need to make sure that all complaints or refunds owed to You have been sorted.

Closing your account permanently removes access to your profile, purchase history and your account information via the Remedi app. This means that You will no longer be able to make any new purchases or make changes to your account. You may still be able to view your account details and obtain Your transaction history by contacting us. Remedi will retain Your information in accordance with our Privacy Policy and any applicable law, rule or regulation. You may not close your account to evade an investigation.

You may deactivate your account which means You won’t be able to use your account for new purchases but You will still have access to Your profile, purchase history and your account information via the Remedi app. You can re-activate your account at any time via the Remedi app.

8. When can You suspend or close my account?

We may suspend or close your account if we have good reasons.

Good reasons include:

to protect our systems, technology and services from harm;
to prevent illegal activity such as fraud;
to reduce the risk of money laundering or terrorist financing;
to protect us from legal or regulatory risks or non-payment risk by You;
if You break our agreement in a serious or persistent way including by not making payment on the instalment due dates or giving us false or inaccurate information;
if we think Your Application, Your Treatment Plan or your behaviour is suspicious;
if You use our services for purposes or activities that are not approved by us;
if You do not pass our identity or pre-authorisation checks;
if we are obliged to suspend or close your account under any law, regulation, court order or instructions from a regulatory authority;
if You fail to make repayment on time; or
if You cancel a Direct Debit instruction or seek to revoke any instruction for the payment by bank transfer of an instalment due under a Remedi Credit Plan

We’ll use our best efforts to provide written notice to You before closing your account except where notifying You would be unlawful or reduce our security measures. Where we close your account, You’ll need to pay us all amounts You owe us under all your outstanding Remedi Credit Plans (including late fees) immediately.

9. What happens after my account is closed?

Where your account has been closed for any reason, your and our obligations under all Remedi Credit Plan Agreements between us in relation to all outstanding Remedi Credit Plans we have provided to You before account closure will continue until all amounts payable by You to us have been paid in full and all complaints and refunds are sorted. Closing your account will also end any other agreements You have with us.

10. Pre-authorisation checks

We may perform pre-authorisation checks on Your UK payment method before we agree to finance Your Treatment Plan to make sure You can afford a Remedi Credit Plan. We may do this for all payment methods listed in your account.

A pre-authorisation check is where money in Your UK bank account linked to your payment method is temporarily placed on ‘hold’ when You make an online purchase. This amount will not exceed the total amount of Your first instalment plus 1p owed to us under a Remedi Credit Plan. No money is taken from your account at this stage.

For online purchases, we will notify your UK bank to cancel the pre-authorisation after the pre-authorisation is processed. We cannot promise the time it will take your bank to cancel the pre-authorisation and release the amount. In most cases, banks will release the amount within a few hours of the pre-authorisation being cancelled by us. However, sometimes banks take up to 14 days to release money. We have no control or influence over your bank releasing any amounts under a cancelled pre-authorisation.

11. Currency conversion

If Your Treatment Plan Contract provides for any amounts to be paid in Turkish lira, we will convert UK sterling instalments received from Your UK bank source of payment into Turkish lira using a retail fixed exchange rate chosen by us, acting reasonably, which will be stated and will be applicable throughout the related Remedi Credit Plan. We’ll not charge You any set up fees or foreign exchange commission to perform the exchange conversion to UK sterling; however, as exchange rates change regularly to reflect the currency fluctuations in the foreign exchange market, we may make a margin on any exchange conversion, which may be considered an indirect cost to You. The margin is the difference between the wholesale exchange rate that we may be able to obtain for the Turkish lira we will pay to Your Clinic and the exchange rate that we quote in a Remedi Credit Plan as being the basis for calculating the instalments payable by You to us in UK sterling.

12. How do I pay You under a Remedi Credit Plan?

A Remedi Credit Plan will contain a payment schedule which sets out the amount of credit we have extended to You in order to finance Your Treatment Plan and the instalments that You must pay to us on specific dates. You must make all payments on time in full under the payment schedule.

All payment instalments must be made by bank transfer or Direct Debit from a UK bank account that You tell us about.

By entering a Remedi Credit Plan, if You elect to make payments by Direct Debit, You authorise us to automatically deduct payments by Direct Debit from Your nominated UK bank account for the instalments set out in a payment schedule for each Remedi Credit Plan on the due dates.

You need to make sure that You have enough money in Your bank account to make the automatic payments under the payment schedule in the Remedi Credit Plan. You are responsible for any fees, interest or other charges imposed by Your bank in line with the terms and conditions of the agreement between You and Your bank, except if they were imposed due to our error.

We may make multiple attempts to collect a Direct Debit payment from your bank account. We may also offset any money You owe us from any money we owe You (e.g., refunds) or take any other legal action. If our attempts to take payment fail, late fees may apply unless You make the payment by the instalment due dates.

If You fail to make payment of any amount or amounts due on a due date under a Remedi Credit Plan we may instruct a licensed collection agency to collect the amount due from You. It is important that you read and understand Our Collection Agency Instruction Terms before you make Your Application as these terms form part of the legal agreement between You and us.

We may, at our discretion, allow Direct Debit payments to be made from a third party’s bank account with that third party’s consent. If we do, You agree and warrant that:

You remain responsible under the Remedi Credit Plan for making sure that the payments are made;
the third party has agreed to making such payments;
we may provide the third party with a copy of our Remedi Credit Plan Agreement t and associated documentation even though it contains Your personal data;
that third party will provide any information that we require to verify the third party’s identity and any other information that we reasonably require; and
if any payment fails to be made, we can write to You regarding the default, as well as to the third party.

The first instalment is due under a Remedi Credit Plan when Your Application is approved by us. We may allow payment schedule dates under a Remedi Credit Plan to be extended subject to certain conditions as set out in your account portal or as agreed with our customer services team on an individual basis. Where we agree to this, we will update the relevant Remedi Credit Plan in your account.

13. Can I repay a Remedi Credit Plan early?

You have the right to repay a Remedi Credit Plan early in part or full at any time through your account on the Remedi app.

14. Do You charge interest?

Remedi Credit Plans are interest free. However, Your bank may charge interest or other charges in accordance with the terms and conditions of the agreement between You and Your bank.

15. Do You charge late fees?

We only charge late payment fees if You do not pay on time. The late payment fees charged are the aggregate of either:

A £25 per month payment for each month where an instalment has not been paid; or

An amount equal to 2.5% of the instalment for each month where an instalment has not been paid,

whichever is larger.

All late payment fees are payable by You at once. Late payment fees will not be applied until the date after the day an instalment is due. You authorise us to deduct payment from Your UK bank source payment method for any late payment fees when they are due.

We may delay or decide not to charge late payment fees. If we do not enforce our rights against You for late payment fees, this will not stop us enforcing those rights at a later date. If You think late payment fees have been charged in error, please let us know. If You’re finding it difficult to pay a Remedi Credit Plan, please see clause 17 below.

16. How we manage late payments

We’ll contact You as soon as we can to let You know that You have missed a payment and to propose options for how payment can be made. We will work with You to agree a repayment plan for amounts due under a Remedi Credit Plan and any late payment fees.

If we are not able to agree a repayment plan for amounts You owe us pursuant to a Remedi Credit Plan, You will remain liable to pay us all the amounts You owe us under a Remedi Credit Plan on the original instalment dates specified in the schedule to the relevant Remedi Credit Plan and all applicable late payment fees.

If we are unable to collect any amounts You owe us, we may use a debt collection agency to recover amounts owing under Remedi Credit Plans.

17. What if I cannot pay a Remedi Credit Plan on time or I am struggling financially?

If You are not able to pay us on time, please contact us as soon as possible so we can help You. Please click here. for more information on financial difficulties.

“Remedi is committed to supporting customers who run into financial difficulty.

If You are facing financial hardship due to income shock, a change in circumstances, or anything else, we have a hardship policy that allows us to work with You to get You back on track.

Your first step is to contact us, so if You are unable to make payments for any reason, make sure You reach out and together we will come up with a plan to get You back on track.

Free Impartial Debt Advice

If You feel You would benefit from free financial advice You can contact Stepchange.

StepChange Debt Charity is the UK’s leading debt advice charity. They help hundreds of thousands of people each year deal with their money worries with free, impartial and non-judgmental advice.

Visit their website at www.stepchange.org or call them on 0800 138 1111 Mon-Fri 8am-8pm, Sat

8am-4pm to take the first step towards taking back control of Your finances.”

Refunds and Cancellations

18. How do I request a refund?

If You want to request a refund, You need to contact Your Clinic and arrange the refund according to Your Treatment Plan Contract, their policies or your consumer law rights.

Unless and until we are notified by a Your Clinic that a refund is in progress You will remain responsible to us for the full payment of all amounts due under a relevant Remedi Credit Plan and we will continue to process any automatic payments of those amounts.

Once Your Clinic has notified us of the amount of the refund due to You, we will, on the same day, make the consequent adjustment to your relevant Remedi Credit Plan payment schedule. If Your Clinic has notified us that a partial refund is due to You, we’ll adjust relevant Remedi Credit Plan payment schedule appropriately (including to reduce or cancel any future payments, if necessary). Please note, in the event of partial refunds, refund amounts are taken off the last payment first.

Where Your Clinic issues a refund, we’ll use the original retail exchange rate (used at the time your Application was approved) to calculate the refund amount to credit your payment method for your Treatment Plan.

19. How do I cancel a Remedi Credit Plan?

You have a right to cancel any Remedi Credit Plan at any time. You can cancel it by contacting us and repaying the full amount owing at once to us.

Complaints

20. Complaints about Your Clinic

If You have any questions, concerns, or complaints about the purchase of Your Treatment Plan from Your Clinic using a Remedi Credit Plan, or if You want to request a refund from Your Clinic due to dissatisfaction or non-delivery of their services, please contact Your Clinic directly. Your Clinic should explain to You your rights and the process to be followed.

We may, at our discretion, try and help You and your Clinic to fix problems You have but please note this does not change your obligation to make payments to us under a Remedi Credit Plan except as allowed in these terms and conditions.

21. Complaints about Remedi

If You have any questions, concerns or complaints about us, Your Application, or any Remedi Credit Plan, please contact our customer services team as soon as possible. We take all complaints seriously and we will try to put things right. We may ask You to help us sort Your complaint by requesting additional information and assistance. Please click here for more information on our complaints process.

“1. We aim to respond to all complaints within 5 business days
2. We aim to resolve all complaints within 21 days

COMPLAIN IN WRITING
If You prefer to put Your request in the 'mail' You can our address is:

Remedi - Complaints Department
[Not RW Blears LLP address please!]

PLEASE NOTE
We may ask for additional documentation from You to assist in resolving any complaints or disputes and You must provide all reasonable assistance to facilitate dispute resolution.
If we cannot resolve the dispute within 21 days, we will advise this in writing and provide a reason as well as an expected resolution time frame.

If You remain unsatisfied with the outcome of Your complaint, You may escalate the complaint to Remedi’s Compliance Manager by emailing [] or alternatively, in writing to:

Remedi - Complaints Department
[Not RW Blears LLP address please!]

Notices and Communications

22. Contacting You

We’ll communicate with You in English and in electronic form by posting our communications on the secure customer area of the Remedi app or by email, post, and other electronic methods (e.g., SMS) using the contact details listed in your account.

Please keep Your contact details accurate and up to date and let us know immediately if any information changes. You can update Your contact details on our website [or app] or by contacting us.

23. Contacting Remedi

You can contact us by using the form here on the Contact Us section of our website.

General

24. Your consumer rights

You have consumer law rights when You buy services. This includes when You are treated unfairly or when things go wrong such as poor services. Nothing in this agreement affects Your consumer law rights.

25. Our intellectual property

We own all the intellectual property (like copyright, trademarks etc.) in our services including our logos and the content on our Remedi app. You must not use our intellectual property without our permission except to use our services.

26. Changes to these terms and conditions

Each time we provide You with a Remedi Credit Plan, or where we agree to amend and/or extend a Remedi Credit Plan to cover this extra cost due under Your Clinic’s Final Invoice not covered by Your Clinic’s Pro Forma Invoice, You’ll be asked to agree to the terms and conditions in force at that time (which may be different to the version You previously agreed to for earlier Remedi Credit Plans.

The version of the terms and conditions in force at the time You enter a particular Remedi Credit Plan will apply to that Remedi Credit Plan for the duration of that Remedi Credit Plan (save in respect of any subsequent amendments or extensions which will be governed by the terms and conditions in force at the time we approve such subsequent amendments or extensions). The terms and conditions You agree to for each Remedi Credit Plan (and subsequent amendments or extensions) will be emailed to You after we approve Your Application (and subsequent amendments or extensions). Unless we agree with You beforehand or we are required to do so by law, rule, or regulation, we’ll never change those terms. The latest version of our terms and conditions will be posted on our website.

27. Relationship between Remedi and Your Clinic

When You enter a Remedi Credit Plan, Your Clinic will pay us a fee for each Remedi Credit Plan used by You. We lend You a fixed amount of credit to allow You to purchase healthcare services in accordance with Your Treatment Plan from Your Clinic, but it is Your Clinic who is the seller of Your Treatment Plan, and Your purchase will be under Your Treatment Plan Contract. You should read the terms and conditions Your Treatment Plan Contract before You make an Application. Please note that we do not have any control over the services provided by Your Clinic, and we are not responsible for any acts, omissions or behaviour by Your Clinic

28. Liability

If we break this agreement, we’ll only be responsible for your losses that we could have foreseen at the time we entered into this agreement and only up to the amount of the purchase price in Your Treatment Plan Contract. Nothing in this agreement affects Your consumer rights or limits or excludes our liability for death or personal injury resulting from our negligence, for fraud or fraudulent misrepresentation or any other losses which cannot be limited or excluded under law.

29. Rights and obligations

Only You and we have rights and obligations under this agreement.

You cannot transfer any rights You have to anyone else.

We can transfer our rights and obligations to our group companies and third parties. We will let You know about this unless Your Remedi Credit Plans will not be affected. Your legal rights will not be affected by the transfer.

30. Our right to enforce the agreement

If You break this agreement and we do not enforce our rights against You, this will not stop us from enforcing those rights or other rights at a later date.

31. Taking legal action

If your address is in England and Wales, the laws of England and Wales apply and any dispute about the terms and conditions will be dealt with by the courts of England and Wales.

If your address is in Scotland, the laws of Scotland apply and any dispute about the terms and conditions will be dealt with by the courts of Scotland.

If your address is in Northern Ireland, the laws of Northern Ireland apply and any dispute about the terms and conditions will be dealt with by the courts of Northern Ireland.

Credit Plan Agreement

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