Patient Terms and Conditions

MY Eye Clinic Patient Terms and Conditions

Version 1.2 with effect from 29th April 2026

Please read these Terms carefully. They set out the basis upon which you will be provided with treatment at MY Eye Clinic.

MY Eye Clinic may update these Terms from time to time, however changes to these Terms will only apply to any new episode of Care or Treatment Package that you receive and you will be asked to agree to any new Terms before they become effective for you. Note that any new Terms will not apply to a Treatment Package which is part-way through when the Terms are changed.

Note that words in bold have specific meanings, which are set out in the Definitions section of these Terms.

Please ensure you read these Terms in relation to our charges carefully.

If you want to check how much something costs, please ask. You can always check MY Eye Clinic at https://www.myeyeclinicgosforth.com/pricing/

or by phoning MY Eye Clinic on 0191 917 8887. You can also ask for a copy of the MY Eye Clinic Standard Rates when you are in clinic. Please ask us if there is something that you would like explained further before you sign the Registration Form.

Please pay particular attention to the sections in these Terms about Consultants. Consultants involved in your Care are independent practitioners and are not employees of MY Eye Clinic.  If you are unsure about how your Contract works, please ask.

Part A – Insured Patients

This section will apply if you are covered by private medical insurance

1. You agree to pay for your Care.
2. Whilst you will remain responsible for the payment of your Care, where you have private medical insurance:
   1. We will, where possible, process the insurance claim for your Care with your insurer, provided you have given us and your insurer all the information we need to do so. If this information is incomplete or inaccurate, we may not be able to process your claim and you will need to pay for your Care, as set out in (c) below;
   2. Where we process your insurance claim and your insurer pays us direct, the rate agreed between MY Eye Clinic and your insurer (rather than the MY Eye Clinic Standard Rates) will apply to your Care;
   3. If your insurer fails to settle our invoices (or any part of them) within 60 days of the date of issue we will assume that the outstanding amount may not be paid by your insurer and we may invoice you direct in accordance with the process set out in Part D (Payments and Fees) (as relevant);

and

1. If we invoice you for your Care or an element of it you agree to pay us the amount invoiced within the time limits set out therein. If you do not think that we have invoiced you correctly, please let us know as soon as possible so we can deal with any mistake or misunderstanding.

1. It is your responsibility to confirm with your insurer in advance that your Care is covered by your insurance policy and MY Eye Clinic will not obtain any such confirmation on your behalf.
2. Please note that some insurers use Care guidelines that may not match the professional medical opinion of the Consultants, nursing staff and other medical professional providing your Care. In some cases this can mean that your insurer may not pay for certain parts of the Care you receive, and you will be required to pay for that part of your Care. In particular you should note that treatment for complications may in some cases not be covered by insurance and in such cases you agree to cover the cost of your Care as set out in paragraph 2(c) above.
3. Please note that your insurance policy may not cover the cost of Sundry Items or other items such as medication, or it may only cover part of such costs. You will be required to pay for any such items not reimbursed by your insurers.
4. If you pay for your treatment and subsequently seek reimbursement from your insurer, and if no other rate has been expressly agreed between you and MY Eye Clinic, the MY Eye Clinic Standard Rates will apply to your Care.
5. If no rate has been agreed between MY Eye Clinic and your insurer in respect of your Care, the MY Eye Clinic Standard Rates will apply to your Care.

Part B – Self-Pay: Fixed Price

This section will apply if you are paying for your own Care and your Treatment Letter states we have offered you a Fixed Price

1. You have been sent a Treatment Letter that will confirm your Treatment Package and Fixed Price and how you pay. Please ensure you read this letter carefully. As set out in Part G (Other Terms and Conditions: All Patients), your Treatment Letter is part of your Contract with MY Eye Clinic. 

What is included in the Fixed Price? 

1. Your Treatment Letter will confirm the Fixed Price for your Care that you are to receive under your Treatment Package. Unless your Treatment Letter says otherwise, your Fixed Price in relation to your Treatment Package includes:
   1. All your Consultant’s fees while you are being treated at MY Eye Clinic;
   2. Your nursing Care, including while you are receiving treatment in MY Eye Clinic and aftercare (for example, for the changing of dressings);
   3. Operating theatre charges;
   4. All standard tests to determine your fitness for surgery immediately pre-admission;
   5. All tests, treatments, drugs and dressings you may need on your day of surgery;
   6. Your essential medical or surgical equipment;
   7. All take home drugs that you require on the advice of or as prescribed by your Consultant for up to 28 days following your surgery;
   8. One clinically necessary follow-up appointment with your Consultant;
   9. Treatment for any clinical complications, subject to paragraph 15 below.

What is not included in Fixed Price?

1. The following items are not included in your Fixed Price. If you have not paid for these already, you will be asked to pay for these separately at the MY Eye Clinic Standard Rates (unless otherwise stated in your Treatment Letter). The items not included in your Fixed Price are:
   1. Your initial consultation and any tests carried out at the time of consultation;
   2. Care not listed in paragraph 9 above or Care listed in your Treatment Letter as being excluded from your Treatment Package;
   3. Medications not listed in your Treatment Letter as being included in the Fixed Price;
   4. Sundry Items;
   5. Care that you receive anywhere other than at MY Eye Clinic;
   6. Care you receive that is not related to your Treatment Package. 
   7. Specialized additional tests required as part of your assessment, e.g. pentacam, will be chargeable.

What happens if I decide not to go ahead? 

1. If you decide not to go ahead with your Treatment Package, you will need to pay for the Care that you have received up until the point of cancellation. This will be charged at MY Eye Clinic Standard Rates, but you will not have to pay more than the Fixed Price in relation to items which are included in the Fixed Price. We reserve the right to charge a cancellation fee in accordance with paragraph 22 below if you cancel your clinic appointment with less than 24 hours’ notice or if you cancel your surgery appointment with less than 7 days notice.

Where a deposit has been paid to secure your treatment, the refundability of that deposit will be determined in accordance with paragraph 24 of these Terms.

1. If you have already paid for your Treatment Package, we will refund your payment, less any amount that you owe MY Eye Clinic. Please note that we will pay any refund (by card or electronic transfer) only to the cardholder or person who made the original payment. We do not pay cash refunds.
2. Note that if your Consultant cancels your Treatment Package because they consider it is not in your best interests for medical reasons, and you have already paid for your Treatment Package, we will refund you your payment (not including your initial consultation and any tests carried out at the time of consultation).

What happens if I suffer complications? (Note time limits applying to cosmetic Treatment Packages)

1. While MY Eye Clinic and your Consultant will do their best to ensure a satisfactory outcome, no clinical procedure is entirely risk-free and the results of any particular treatment cannot be guaranteed with complete certainty. You can find treatment summaries containing information on a range of treatments, including associated risks on the MY Eye Clinic website at https://www.myeyeclinicgosforth.com/services/my-eye-clinic/treatments.
2. Your Fixed Price includes the cost of treating, at MY Eye Clinic, any clinical complications identified by your Consultant as arising directly out of the treatment you received as part of your Treatment Package, provided that you have followed the advice of your Consultant and any other medical professionals involved in your Care (and that for all cosmetic Treatment Packages, the date any clinical complication is identified by your Consultant must be within 12 months of your original treatment date).

What happens if I’m unhappy with the outcome of my cosmetic Treatment Package? 

1. If your Consultant agrees that the aesthetic outcome of your cosmetic treatment was not in line with the expected outcome that was discussed and documented with your Consultant, before your treatment, then your Fixed Fee will include the cost of one episode of aesthetic revision treatment so long as you notify MY Eye Clinic within 12 months of your original treatment date. If you are unhappy with the outcome of any episode of aesthetic revision treatment then any further treatment will not be included in your Fixed Price.
2. Treatment for any clinical complications and aesthetic revisions includes any consultations, care and treatments your Consultant says you need and which MY Eye Clinic is able to provide. Where we are unable to treat your clinical complications you agree that appropriate follow-up care may be provided by your GP or the NHS.

Part C – Self-Pay Other

This section will apply if you are paying for your own Care other than as part of a Treatment Package

1. If your Care is not paid for by an insurer or other funder (individual, employer or medico-legal company) directly, is not covered by a Fixed Price Treatment Package or is to be paid by you in accordance with these Terms, you will be charged at MY Eye Clinic Standard Rates and your Treatment Letter (if relevant and in so far as possible) will confirm this. Note that this includes treatment for clinical and other complications, which, if needed, will also be charged to you at the MY Eye Clinic Standard Rates.
2. MY Eye Clinic will give you an estimate of the costs of your Care. Please note that it is not always possible to give an exact estimate for the Care you receive at MY Eye Clinic and the total cost may depend on a number of factors, including other conditions you may have. MY Eye Clinic will always try to provide an accurate estimate and if the cost of your Care is likely to exceed this estimate MY Eye Clinic will try to notify you as soon as possible. You are responsible for the payment of all Care you receive at MY Eye Clinic, including any Sundry Items.
3. You will need to pay for your Care by the Tuesday prior to the day you attend MY Eye Clinic.

Part D – Payment and Fees

This section applies to all Patients

1. You agree to pay all Fees relating to your Care with the clinic.
2. All Fees will be clearly communicated to you in advance and confirmed within your Treatment Package. You are responsible for ensuring that you understand the total cost of your treatment, including what is included and any potential additional costs.
3. Payment must be made in full, or appropriate finance or insurance arrangements confirmed, in advance of treatment. Treatment will not proceed unless all required payments, deposits, or funding arrangements have been fully completed and confirmed in advance of treatment.
4. Where applicable, a deposit will be required to secure your treatment. The deposit amount will typically be £400 per theatre slot reserved for self-pay patients and between 10% and 50% of the total treatment cost for patients paying with finance. The amount will be confirmed to you in advance. Self-pay deposits are payable at the time of booking a surgery slot. Finance deposits must be paid in advance of treatment, typically by the Tuesday prior to your scheduled treatment date, unless a documented exception has been agreed by a senior manager.

Deposits are refundable where you cancel more than 7 days prior to our scheduled treatment date. Deposits are non-refundable where you cancel within 7 days of your scheduled treatment date. Full details are set out in your Treatment Letter and the clinic’s payment policy.

1. If you are using a Finance Agreement, you are responsible for reviewing and agreeing to the terms of that agreement. Any deposit required must be paid directly to the clinic and is not covered by the Finance Agreement. 
2. If you are using private medical insurance, you are responsible for obtaining authorisation and for any shortfall, excess, or non-covered elements of your treatment. If your insurer does not cover the full cost, you remain liable for the outstanding balance.
3. Refunds will be processed strictly in accordance with these Terms, including any applicable deductions for services already provided or costs incurred.

Additional Service Agreements

1. Where you enter into a separate agreement with MY Eye Clinic for ongoing or subscription-based services (for example, a dry eye care subscription plan), the terms of that agreement will apply in addition to these Terms.

In the event of inconsistency between these Terms and the terms of a separate service agreement, the terms of the separate agreement will apply to the services covered by that agreement.

Part E – Other Terms and Conditions: Private Patients

This section applies to all Private Patients

1. Consultants (your attention is particularly drawn to this paragraph):

1. While at MY Eye Clinic, you will be under the Care of the Consultant you have been referred to, who may also involve other Consultants in your Care, if appropriate. MY Eye Clinic staff, including nurses, will provide your Care under your Consultant’s instructions.
2. Consultants involved in your Care are independent practitioners and are not employees of MY Eye Clinic. Accordingly, MY Eye Clinic will not be liable for any act or omission of a Consultant (or the company or partnership that employs or engages the Consultants). The Consultant will be responsible for the Care he/she gives you.
3. MY Eye Clinic agrees to act as a collection agent on behalf of the Consultant. This means that we issue invoices on behalf of the Consultant and collect then pass on the fees due to the Consultant, this is merely for the administrative convenience of all parties.

1. Cancellations: We reserve the right to charge a cancellation/ non-attendance fee if you cancel/ do not attend any appointment with MY Eye Clinic within less than 24 hours’ notice for clinic appointments or with less than 7 days of your scheduled surgery date. A cancellation fee may be based on any Care that you have received up to the point of cancellation and/ or any other reasonable costs that MY Eye Clinic has incurred. Your Treatment Letter may also set out any specific cancellation fee that applies to your Treatment Package or Care. Where my treatment is covered by a third party such as medical insurance, medico-legal, my employer, I (not the third party) am personally responsible for the payment of the Cancellation Charge.

This is separate from any deposit paid to secure treatment, which will be subject to the deposit terms set out in paragraph 24.

Part F – Overseas Patients

This section applies to all Patients who are not ordinarily resident in the UK

1. By signing a Registration Form and agreeing to these Terms you confirm that you have leave to enter the UK and that you meet all relevant immigration criteria. You also confirm that you have made adequate arrangements to pay for your Care. MY Eye Clinic may contact the Home Office or UK Border Agency (as relevant) to the extent necessary to clarify any information regarding your leave to enter or remain in the UK in connection with your Care.

Part G – Other Terms and Conditions: All Patients

This section applies to all Patients

1. Your Contract with MY Eye Clinic: By signing the Registration Form you agree to be bound by these Terms. If there is any conflict between these Terms and the Treatment Letter or Registration Form, these Terms will take precedence. If there is any inconsistency between the Contract and any marketing material, the Contract will take precedence. MY Eye Clinic may update these Terms from time to time however any changes will only apply to any new episode of Care or new Treatment Package that you receive and you will be asked to agree to any new Terms before they become effective for you. Note that any new Terms will not apply to any Treatment Package which is part-way through when the Terms are changed.
2. Sundry Items: A list of our prices for Sundry Items is available at any time during your Care on request from MY Eye Clinic. 
3. MY Eye Clinic Standard Rates: Unless the Terms or your Treatment Letter (if applicable) provide otherwise, the MY Eye Clinic Standard Rates will apply to your Care. If you want to check how much something costs, please ask. A copy of the MY Eye Clinic Standard Rates is available within clinic and can be emailed or posted to you at your request.
4. Notices and your contact details: It is important that you keep us updated of any changes in your contact details.
5. Your property: Clinical settings can be busy environments. While we will take all Care to ensure the safety of your belongings, MY Eye Clinic does not accept any responsibility for the theft or loss of, or damage to, any of your or your visitors’ property.
6. Changes in Applicable Law: You acknowledge and accept that Applicable Law may change and prevent MY Eye Clinic from providing certain Care. If MY Eye Clinic becomes aware that such a change has occurred and the change has an effect on your Care, MY Eye Clinic will contact you to inform you of this and its consequences.
7. Third Party Rights: Except for you or MY Eye Clinic, no person will have any rights under or in connection with these Terms.
8. Law and the Courts: These Terms are governed by and shall be construed in accordance with English law and the courts of England and Wales shall have non-exclusive jurisdiction.
9. Definitions:“Applicable Law” means any and all laws, regulations, guidelines and professional obligations applicable to the provision of Care or the performance of services for you;

“Care” means care, treatment, diagnosis, services and good (including Sundry Items) provided by us;

“Consultants” means all consultants, surgeons, anaesthetists and self-employed practitioners involved in your Care;

“Contract” means these Terms, along with the Registration Form and, if applicable, your Treatment Letter;

“Fixed Price” means how much you will pay for your Treatment Package, as set out in your Treatment Letter;

“MY Eye Clinic”, “we” or “us” means (a) Minor Ops Limited trading as MY Eye Clinic where the Hospital or Clinic in which you receive your Care is operated by Minor Ops Limited (b) a MY Eye Clinic Hospital or Clinic facility;

“Private Patients” means all patients that are not NHS patients and includes patients who are covered by medical insurance and patients who are paying for their own treatment, whether by way of a Treatment Package or otherwise;

“MY Eye Clinic Standard Rates” means the MY Eye Clinic standard rates for Care.

“Sundry Items” means items incidental to your Care;

“Terms” means these terms and conditions;

“Treatment Letter” means the letter that we send to you (if applicable) regarding your Treatment Package or Care;

“Treatment Package” means the treatment or procedures that will be carried out at MY Eye Clinic as set out in your Treatment Letter and for you have agreed to pay a Fixed Price.

“Finance Agreement” means a credit agreement entered into between you and an external finance provider to fund some or all of the costs of your Care.