Terms of Service

1. About us

WMG Health is the customer-facing brand for our private diagnostics service. The service is delivered by two related companies, both registered in England and Wales at 134 Harley Street, London W1G 7JY:

• Westminster Medical Group (Company No. 11237471) is the CQC-registered clinical provider. It is responsible for all clinical services, including blood draws, clinical review of your results, and any follow-up clinical care.
• WMG Health Ltd (Company No. 17127236) provides the booking, payment, and customer-facing commercial services through this website (wmghealthcare.com).

These Terms of Service ("Terms") govern your use of the wmghealthcare.com website and all services we provide, including private blood testing, diagnostic panels, health screening, and associated consultations ("Services"). By booking or using our Services, you enter into a commercial agreement with WMG Health Ltd for booking and payment, and a clinical agreement with Westminster Medical Group for the clinical service itself.

By booking or using our Services, you agree to these Terms. Please read them carefully. If you do not agree, do not use our Services.

2. Eligibility

Our Services are available to individuals aged 18 or over who are resident in the United Kingdom.

By booking, you confirm that the information you provide is accurate and complete.

3. The nature of our Services

WMG Health provides private analytical blood testing and diagnostic services. Our Services are not a substitute for NHS care, a GP consultation, or emergency medical treatment.

• Blood testing is an analytical service: the laboratory measures specific markers in the sample provided and reports the values within the limits of the assay performed. We do not, and cannot, guarantee any specific result, that any specific marker will be in or out of range, or that the result will identify the cause of any symptom you may be experiencing.
• We do not provide a diagnosis. Results are provided as diagnostic data with clinician commentary.
• If your results indicate a clinically significant finding, our team will notify you and recommend appropriate follow-up care.
• In a medical emergency, always call 999 or attend your nearest A&E.

All results are reviewed by a GMC-registered clinician before delivery. This review is commentary and does not constitute a formal medical consultation or treatment plan. You acknowledge the inherent limitations of any laboratory test, including the possibility of within-range results that nonetheless reflect a symptomatic state, and out-of-range results that do not in isolation indicate disease.

4. Booking and appointments

Booking confirmation: Your appointment is confirmed only when you receive a written confirmation email from us. Completion of an online form does not guarantee availability.

Cancellation by you: You may cancel or reschedule your appointment without charge if you give us at least 48 hours' notice. Cancellations within 48 hours of your appointment may incur a cancellation fee of up to 50% of the panel price.

Cancellation by us: In exceptional circumstances (e.g., clinician unavailability, laboratory disruption) we may need to cancel your appointment. We will notify you as soon as possible and offer a full refund or rescheduled appointment.

Late arrival: If you arrive more than 10 minutes late for your appointment, we may be unable to accommodate you. This may be treated as a late cancellation.

No-shows: If you do not attend a scheduled appointment without prior notice, the full panel price will be retained as a no-show fee.

Right to cancel under the Consumer Contracts Regulations 2013: By booking and paying for a Service and choosing an appointment date (whether same-day or future), you expressly request that the Service is performed within the 14-day cancellation period that would otherwise apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You acknowledge that, once the Service has begun (and in particular once your blood sample has been collected at the clinic and dispatched to the laboratory for analysis, or a histopathology procedure has been undertaken), you lose the right to cancel under those Regulations. Your statutory rights to cancel before the Service begins, and to require a service performed with reasonable care and skill, are unaffected.

5. Pricing, payment and refunds

All prices are listed in pounds sterling (£) and are inclusive of VAT where applicable. Prices are as displayed at the time of booking. We reserve the right to amend prices, but changes will not affect confirmed bookings.

Payment is required at the time of booking. We accept major credit and debit cards. We do not accept cash or cheques.

If you are eligible for a refund, this will be returned to your original payment method within 5–10 business days.

Circumstances in which we will issue a refund:

• Cancellation by you with 48+ hours' notice: full refund.
• Cancellation by us: if we cancel your appointment for any reason (clinician unavailability, laboratory disruption, force majeure, etc.) and you do not wish to reschedule, a full refund.
• Lab failure: if the laboratory invalidates, rejects, or is otherwise unable to process your sample through no fault of yours, we will, at our discretion, either (i) arrange a free re-draw and re-process at no additional cost, (ii) substitute an equivalent panel of equal or lower value, or (iii) issue a refund. Where the failure is attributable to our handling or transport, you will not be charged for the re-draw.

Circumstances in which no refund will be issued:

• Sample collected or dispatched: once your blood sample has been taken at the clinic and dispatched to the laboratory, or where a histopathology procedure has been undertaken, the Service is considered substantially performed and is non-refundable, save for the lab-failure remedy above.
• Cancellation within 48 hours: a cancellation fee of up to 50% of the panel price applies (see §4 Cancellation by you).
• No-show or late arrival: the full price is retained where you fail to attend or arrive more than 10 minutes late (see §4 Late arrival and No-shows).
• Result-related dissatisfaction: blood testing is an analytical service. We are obliged to report what the laboratory measures within the limits of the assay performed. Where a test is technically valid and the result has been issued, the favourability, expectedness, or meaningfulness of any specific result is not a service defect and is not grounds for a refund. The same applies to results that are within reference range, results that do not identify the cause of a presenting symptom, and results that do not lead to a diagnosis.
• Patient-side issues: where you provide incomplete, incorrect, or misleading information at booking or appointment, or where you decline to follow reasonable pre-test guidance (e.g., timing for testosterone testing) and this affects the result, no refund will be issued.
• Declined recommendations: where you decline a clinician's recommendation following review of your results (e.g., declining a recommended follow-up test or referral), the price of the original panel remains non-refundable.

Chargebacks: where we have performed the Service in accordance with these Terms and you initiate a payment dispute or chargeback with your card issuer, we reserve the right to defend the chargeback with evidence of the Service performed and to recover our reasonable costs in doing so.

6. Results

Turnaround varies by panel and is shown on each individual panel page at the time of booking. As a guide: General Wellness within 2 hours; most hair, pre-transplant, and hormone panels within 4 hours; the Testosterone Panel and the DHT/androgen component of hormone panels within 24 hours; BBV serology within 2 working days (urgent 2-hour option on request); Scarring Alopecia histopathology within 7 days. Results are delivered to your secure patient portal.

Results belong to you. We will retain a copy in your clinical record as required by our CQC registration and clinical governance obligations (see our Privacy Policy).

We will not share your results with any third party, including your GP, without your explicit written consent, except where we are legally required to do so (e.g., a notifiable disease or court order).

7. Limitation of liability

To the fullest extent permitted by law:

• WMG Health accepts no liability for any indirect, consequential, or economic losses arising from your use of our Services.
• Our total liability to you in connection with any appointment or Service shall not exceed the price paid by you for that Service.
• Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under English law.

8. Complaints

We take all complaints seriously. If you are dissatisfied with any aspect of our Service, please contact us first:

• Email: health@wmglondon.com
• Phone: 020 3239 3378 (Mon–Fri, 8:30am–4pm)

We aim to acknowledge all complaints within 2 working days and resolve them within 20 working days. If you remain unsatisfied, you may escalate to the Care Quality Commission (CQC) at cqc.org.uk.

9. Intellectual property

All content on this website, including text, images, logos, panel descriptions, and design, is owned by or licensed to WMG Health Ltd or Westminster Medical Group. You may not reproduce, distribute, or use any content for commercial purposes without our written consent.

10. Website use

You agree not to:

• Use our website in any way that is unlawful or harmful
• Attempt to gain unauthorised access to our systems or patient portal
• Submit false, misleading, or fraudulent booking information

11. Governing law

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

12. Changes to these Terms

We may update these Terms from time to time. The date at the top of this page reflects the most recent revision. Where changes are significant, including the introduction or discontinuation of any Service, we will notify active patients by email so that you are informed of the change. Continued use of our Services after changes constitutes acceptance of the updated Terms.