Question 1

Who are you?

Accepted Answer

LoveMyLife Ltd is a private GP clinic and pharmacy at Westfield London, Ariel Way, London W12 7GF. Company number: 15933380, registered in England and Wales. Our pharmacy is registered with the General Pharmaceutical Council (GPhC), registration number 9013279. Our clinic is registered with the Care Quality Commission (CQC), provider ID 1-26988837639. Every doctor is GMC-registered with a current licence to practise. Every pharmacist is GPhC-registered. Our CQC provider ID is 1-26988837639 . Verify at cqc.org.uk and pharmacyregulation.org .

Question 2

What services do you offer?

Accepted Answer

We provide private healthcare including: GP consultations - walk-in or pre-booked, 15 minutes On-site blood testing and pathology Medication dispensed from our pharmacy Health screening and check-up packages Travel health and vaccinations Sexual health screening and treatment Weight management and prescribing Menopause and HRT consultations ADHD assessment and management Occupational health and visa medicals We are a private clinic. We do not provide NHS services. We recommend you stay registered with an NHS GP alongside using LoveMyLife.

Question 3

Who can use your services?

Accepted Answer

Our services are for adults aged 18+. For under-18s, a parent or guardian must provide consent and be present. You are responsible for giving us accurate information about your medical history, medications, and allergies - this keeps you safe. Please tell us if you are seeing another professional for the same condition.

Question 4

How do I book and what is your cancellation policy?

Accepted Answer

Book online at lovemylife.com, by phone, or walk in at Westfield London. Walk-in availability is subject to demand. If your consultation runs beyond 15 minutes for clinical reasons, your doctor may extend it at no extra charge at their discretion. Cancellations: Please give us at least 2 hours' notice. We may charge a cancellation fee (up to the consultation cost) for late cancellations or no-shows. Programmes paid in advance: if a treatment programme is paid for upfront and the doctor finds it is not suitable for you, we refund it less the assessment fee you have had. See our Cancellation Policy for the detail.

Question 5

What do you charge and do I pay VAT?

Accepted Answer

All prices are listed at lovemylife.com/pricing and at reception, in pounds sterling. VAT: Our medical services are VAT exempt under HMRC Group 7, Schedule 9, Value Added Tax Act 1994. No VAT on consultations, procedures, or prescription medications. Payment is due at the time of service. We accept debit cards, credit cards, and contactless. No cash. If you have private medical insurance, please confirm coverage before your visit. We provide itemised receipts and clinical codes but cannot guarantee reimbursement.

Question 6

How do prescriptions work?

Accepted Answer

Our doctors issue private prescriptions where clinically appropriate. Dispense at our on-site pharmacy or any community pharmacy you prefer. If a medication is out of stock, we will source it or direct you to an alternative supplier. Controlled drugs follow all GMC, GPhC, and Home Office guidance. We will not prescribe anything we consider clinically inappropriate - every prescribing decision is in your best clinical interest.

Question 7

Can I get a refund or return something?

Accepted Answer

Medication: Dispensed medication cannot be returned or refunded once it has left our pharmacy, for safety and legal reasons. If you have paid for medication that has not yet been dispensed, or a medicine is found not to be clinically suitable for you, we refund it in full (an assessment fee may apply where a clinical review has taken place, and we tell you before you pay). Goods: Goods that are not medicines, such as wearables, test kits and travel supplies, can be returned within 14 days if unused and in their original sealed packaging. Faulty, damaged or incorrect items are replaced or refunded in full. Full detail: See our full Refunds and Returns policy at lovemylife.com/cancellation-policy, which also covers appointment cancellations and prepaid programmes.

Question 8

How do you handle my records?

Accepted Answer

We keep confidential medical records in line with UK GDPR, the Data Protection Act 2018, and GMC confidentiality guidance. Full details in our Privacy Policy at lovemylife.com/privacy. With your consent, we may share clinical information with your NHS GP for continuity of care. You can decline this, but we strongly recommend it for your safety. We may disclose information without consent only where required by law, court order, or where there is a serious risk to health or safety.

Question 9

What clinical standards do you follow?

Accepted Answer

All care follows NICE guidelines and relevant Royal College standards. Our clinicians exercise independent clinical judgement. We maintain a clinical governance framework covering regular audit, peer review, significant event analysis, and continuing professional development. We do not guarantee specific outcomes - medicine involves inherent uncertainty and results vary.

Question 10

How do I complain?

Accepted Answer

Raise concerns with our team during your visit, or email info@lovemylife.com afterwards. We acknowledge complaints within 3 working days and aim to respond fully within 20. If it needs more investigation, we will keep you updated.

Question 11

Where can I escalate if I am not satisfied?

Accepted Answer

If our internal process does not resolve your concern, you can escalate to: Care Quality Commission (CQC) - clinical care quality and safety General Pharmaceutical Council (GPhC) - pharmacy services General Medical Council (GMC) - concerns about a doctor Parliamentary and Health Service Ombudsman - unresolved complaints ISCAS - independent adjudication for private healthcare

Question 12

What is your liability?

Accepted Answer

Nothing here excludes our liability for death or personal injury from our negligence, fraud, or anything that cannot be excluded by law. Beyond that, our total liability is limited to the fees you paid for the specific service in question. We are not liable for loss arising from inaccurate information you provide, failure to follow clinical advice, or discontinuing treatment against medical advice.

Question 13

What are the website terms?

Accepted Answer

Our website is for information and booking. Health content is general and does not replace a consultation. We do not guarantee the site will always be available or error-free. All website content - text, graphics, logos, images, software - is our property and protected by copyright.

Question 14

Can these terms change?

Accepted Answer

Yes. We may update them from time to time. The revised version will be posted here with an updated date. Material changes will be communicated on our website or by email. Continued use of our services means you accept any updates.

Question 15

Which laws apply?

Accepted Answer

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

Terms and Conditions

The Short Version

About LoveMyLife

Bookings, Fees and Medication

Your Care and Records

If Something Goes Wrong

The Legal Bits

Questions?