The Dene Podiatry is a private podiatry clinic located at 19 The Dene, Cheam, Sutton, Surrey, SM2 7EG. A medical podiatry service is offered to self-paying patients and those with private medical insurance.
By using this service, booking an appointment, attending the clinic, or accessing our website, you agree to comply with and be bound by the following Terms and Conditions. These terms may be updated periodically as necessary. If you do not agree with any part of these terms, please refrain from using the service.

Provision of Service

The Dene Podiatry provides in-person podiatric assessments and treatments.

Appointments and Cancellations

• Appointments are subject to availability and must be booked in advance.
• Cancellations or rescheduling must be made at least 48 hours before the appointment. Failure to provide adequate notice will incur a cancellation fee which may be up to the full amount of the intended appointment.
• We reserve the right to refuse or cancel appointments where it is clinically appropriate, where a patient breaches these Terms, where abusive behaviour occurs, or where circumstances beyond our control prevent us providing treatment.

Fees and Payments

• If an appointment has not been pre-paid, all patients must either self-pay or use pre-approved private medical insurance with the specific codes on the day of the appointment.
• •Patients using private medical insurance are responsible for confirming the level of cover available under their policy before attending their appointment. Any costs not covered by the insurer, including policy excesses or excluded treatments, remain the patient’s responsibility. Patients must obtain any required pre-authorisation and provide the relevant authorisation details to The Dene Podiatry before their appointment. If valid authorisation has not been received in advance, the standard self-pay fee will be payable on the day of the appointment, and the patient will be responsible for seeking reimbursement from their insurer where applicable
• The Dene Podiatry will directly invoice insurers; however, the patient remains responsible for any unpaid amounts. Any denied claims or remaining excess charges must be settled by the patient within 30 days to avoid late payment fees. Failure to comply may result in escalation to the debt recovery agency.
• Payments may be made by card, bank transfer or cash only.
• Any fee increases will be published on the pricing page. It may not always be possible to notify patients of any changes ahead of their appointment, it is the patient’s responsibility to check the pricing page.

Consent

• All new patients must complete the electronic new patient registration form prior to any assessment or treatment, signifying acceptance of the terms and conditions outlined herein.
• Verbal or informed consent is required before any examination, treatment, or procedure. This consent will be documented in your patient record.
• Patients will be provided with relevant information about the benefits, risks, and alternatives of any proposed treatment to ensure informed consent.
• For surgical procedures, injections, or invasive treatments with significant risk, written consent will be obtained prior to receiving treatment.
• Patients may withdraw consent at any time before or during treatment.
• Decisions about treatment will be made in the patient’s best interests, following the Mental Capacity Act when necessary, in cases where the patient lacks the capacity to consent.
• All team members undergo annual training to comply with this act.
• Parental or guardian consent is required for patients under the age of 16, unless the patient is deemed Gillick competent to provide informed consent.
• Documentation of consent discussions, including any refusal of treatment, will be recorded in the patient’s clinical notes.
• Photos taken for medical records, treatment, or educational purposes will require patient consent. Consent will always be requested before any photographs are taken. Where clinical photographs are taken using secure mobile devices, images are transferred promptly into the encrypted clinical record system Cliniko and deleted from the device as soon as transfer has been confirmed. If any images are to be used for marketing or educational purposes, verbal and written consent will be obtained first. You have the right to refuse or withdraw consent for these images at any time.
• You can still receive treatment without consenting to photos.

Refunds

• Refunds are not available for completed treatments or treatment packages that have been paid in full if the patient decides to cease treatment.
• Refunds are not available for products purchased in the clinic. The podiatrist will clearly explain the benefits of any suggested additional products prior to purchase.

Complaints

• If you are dissatisfied with our services, a formal complaint must be submitted via email to manager@thedenepodiatry.co.uk. We encourage complaints to be raised as soon as possible after the event. Upon receipt of the complaint, we will acknowledge it and contact you by telephone within three working days. An email can follow the phone conversation if requested. If a telephone response is not possible, an email response will be provided within three working days.
• A detailed action plan and resolution will be discussed following the conversation.
• If we have not resolved your concern, you may complain to our regulator:

Fitness to Practise Department
The Health and Care Professions Council
184 Kennington Park Road
London
SE11 4BU

For further information, https://www.hcpc-uk.org/public/what-should-i-do-if-i-am-unhappy-with-an-hcpc-registered-professional/

• Podiatry is regulated by the Health and Care Professions Council (HCPC)

Liability and Disclaimers

• The Dene Podiatry holds public liability insurance, and the policy details are available upon request.
• While we strive to provide high-quality services, we do not guarantee specific results.
• We are not liable for indirect, incidental, or consequential damages resulting from our services.
• Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence or fraud.
• All clinicians at The Dene Podiatry have appropriate medical indemnity insurance. In cases of formal complaints involving negligence, the complainant may be referred to the relevant regulatory body or the individual’s medical indemnity insurer.

Website, Social Media Usage, and Information Reliability

• We do not guarantee that our website or social media platforms will always be available, operate without interruption or error, or contain information that is accurate, complete, or up to date. To the fullest extent permitted by applicable law, we exclude all liability for any inaccuracies, errors, omissions, or interruptions in the content or functionality of our website or social media platforms.
• Information provided on our website is intended for general information only and should not replace individual medical advice

Email Correspondence

Patient Records:
Your email is an integral part of your medical records, linked to our practice management system. It is required for accessing correspondence, rescheduling appointments, and handling payments. Additionally, our system automatically sends appointment confirmations and reminders. You may opt out of appointment reminders where possible, although some administrative communications are necessary for providing our services. If you prefer not to receive these, please email manager@thedenepodiatry.co.uk to request removal from our database.

Data Protection and Privacy
• We handle personal data following our Privacy Policy.
• By utilising our services, you acknowledge and consent to the collection and use of your data as described in this document and our Privacy Policy.

Security Measures
All data is secured by appropriate technical and organisational security measures.

Zero Tolerance Policy
By using our services, you agree to the following guidelines:

• Unacceptable Behaviour: Any form of aggression, violence, or abusive actions toward staff, patients, or visitors is strictly prohibited. This includes physical assault, verbal harassment, threats, and theft.

• Consequences of Misconduct: Engaging in disruptive or threatening behaviour may result in removal from our patient list and, if necessary, legal intervention.

• Respectful Communication: All interactions with staff should remain polite and professional. Rudeness or hostility may lead to patient dismissal.

• Substance Use Policy: Patients attending appointments under the influence of alcohol or drugs may be asked to reschedule. Repeated incidents could result in warnings or removal from our practice.

These policies are designed to ensure a safe and respectful environment for all.

Updates to Terms and Conditions
We reserve the right to modify these Terms and Conditions at any time. Updates will be reflected on our website, and continued service use implies acceptance of any changes.

Legal Jurisdiction
These Terms and Conditions adhere to the laws of England and Wales. Any legal disputes will be resolved under the jurisdiction of relevant courts in this region.

Contact Information
For inquiries regarding these Terms and Conditions, please reach out to: Haroula Tsouloupas

Address:
19 The Dene, Cheam, Sutton, Surrey, SM2 7EG

Phone: 07916145243

Email: manager@thedenepodiatry.co.uk

Website: www.thedenepodiatry.co.uk

By engaging with our services, you confirm that you have read, understood, and accepted these Terms and Conditions.