Urgent Care at Your Door Service Terms and Conditions

1. Subscription Agreement:
   
   

1. By subscribing to our health service, you agree to abide by the terms and conditions outlined herein. This agreement constitutes a legally binding contract between you (the "Subscriber") and MET MEDICAL LIMITED (referred to as "we," "us," or "our").
   
   

2. Subscription Fee:
   
   

1. The Subscriber agrees to pay a monthly subscription fee as outlined in the subscription plan selected. Payment is due in advance of each monthly billing cycle. Failure to pay may result in suspension or termination of service.
   
   

2. Payments can be made by Credit or Debit Card.
   
   
   

3. Ambulance Call-Out Service:
   
   

1. Our service includes access to ambulance call-outs. The Subscriber acknowledges that ambulance call-outs are subject to operating hours and provide care in your home or within a 5 mile radius.
   
   

2. The Call-Out service is intended to provide assistance for urgent medical problems.
   
   

3. We will not attend immediately life-threatening emergencies such as cardiac arrest, known stroke or heart attack.
   
   

4. In the event of patient deterioration resulting in life-threatening conditions. MET MEDICAL LTD will provide life-saving treatment and transport to an appropriate hospital. We may request the NHS to support us for example if a patient suffers a Cardiac Arrest whilst we are in attendance. We do not charge fee for this.
   
   

5. MET MEDICAL LTD will attend in accordance with our exclusion and inclusion criteria.
   
   

4. Membership Benefits:
   
   

1. As part of your membership, you will receive a specific number of call-outs.
   
   

2. Each Call-out includes:
   
   

1. Assessment and diagnostics such as vital signs, ECG.
   
   

2. Immediate treatment
   
   

3. Immediate or emergency medication
   
   

4. Splints, dressings, wound care
   
   

5. Referral calls or letters
   
   

6. Unlimited time on-scene as deemed appropriate by the healthcare professional
   
   

7. Advice
   
   

3. In addition to ambulance call-outs, membership may include access to other health-related services as specified in the subscription plan. These benefits are subject to change at our discretion but include discounts for both our service as well as access to other healthcare services.
   
   

4. Access to paid services which may be suitably funded via private medical insurance policies such as:
   
   

1. Blood tests
   
   

2. Fast Track X-ray, CT, MRI or other Diagnostics
   
   

3. Specialist Consultation
   
   

5. Subscription Renewal and Cancellation:
   
   

1. Subscriptions automatically renew at the end of each billing cycle unless cancelled by the Subscriber. To cancel, the Subscriber must provide written notice at least 14 days prior to the end of the current billing cycle.
   
   

6. Eligibility:
   
   

1. Membership is open to individuals who meet the eligibility criteria specified by MET MEDICAL LTD. We reserve the right to deny or revoke membership at our discretion.
   
   

7. Limitation of Liability:
   
   

1. In no event shall MET MEDICAL LTD be liable for any direct, indirect, incidental, special, or consequential damages arising out of or in any way connected with the use of our health services save for our statutory liabilities.
   
   

8. Insurance
   
   

1. We shall have adequate insurance for the activities being carried out.
   
   

9. Confidentiality and Privacy:
   
   

1. We respect the privacy of our Subscribers and adhere to strict confidentiality standards in accordance with applicable laws and regulations.
   
   

2. We will protect our Subscribers information in accordance with our Privacy Policies and Data Protection Policies
   
   

3. We will not sell data to any third party.
   
   

4. We may have data protection sharing agreements with other partners and will share information with your consent for the benefit of your healthcare provision.
   
   

10. Governing Law:
    
    

1. This agreement shall be governed by and construed in accordance with the laws of England. Any disputes arising out of or related to this agreement shall be resolved exclusively in the courts of England.
   
   

11. Amendment of Terms:
    
    

1. We reserve the right to amend these terms and conditions at any time without prior notice. Updated terms will be communicated to Subscribers via email or through our website.
   
   

2. By subscribing to our health service, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions. If you have any questions or concerns, please contact us via email at membership@met-medical.co.uk
   
   

12. Activation Period:
    
    

1. Upon enrollment in our health service subscription, please be advised that there is a mandatory activation period of 24 hours before the service becomes fully operational. During this activation period, the Subscriber's access to ambulance call-out services and other benefits may be limited or unavailable.
   
   

13. Chargeable Call-Outs Within Activation Period:
    
    

1. Any ambulance call-outs requested by the Subscriber within the 24-hour activation period will be subject to standard call-out rates, regardless of the nature of the emergency or medical situation.
   
   

14. Acknowledgement of Activation Period:
    
    

1. The Subscriber acknowledges and accepts that the 24-hour activation period is necessary to complete administrative processes and set up the Subscriber's account in our system. This period is essential to ensure the efficient and effective delivery of our health services.
   
   

2. Notification of Activation Completion: Upon completion of the 24-hour activation period, the Subscriber will be notified via email or other designated communication channels that their health service subscription is fully activated and operational.
   
   

3. Limitation of Liability: MET MEDICAL LTD shall not be liable for any damages, losses, or injuries arising from the unavailability of the health service during the activation period, including but not limited to instances where ambulance call-outs are charged at the standard rate.
   
   

4. Modification of Activation Period: MET MEDICAL LTD reserves the right to modify the duration of the activation period as deemed necessary, with advance notice provided to Subscribers in accordance with applicable laws and regulations.

1. Price Adjustment Policy:
   
   

1. MET MEDICAL LTD reserves the right to adjust the subscription fees for our health service on an annual basis. This price adjustment may occur to account for inflation, increased operational costs, improvements in service quality, or other factors deemed relevant by us.

1. Notification of Price Increase: Subscribers will be notified of any upcoming price adjustments at least 30 days before the effective date. Notification may be provided via email, postal mail, or through the Subscriber's account portal on our website.
   
   

2. Calculation of Price Increase: The amount of the annual price increase will be determined by MET MEDICAL LTD based on factors such as the Consumer Price Index (CPI), market trends, and the overall financial performance of the company.
   
   

3. Effective Date of Price Increase: The revised subscription fees will become effective on the date specified in the notification sent to Subscribers. Subscribers will be billed at the new rate beginning with the billing cycle following the effective date of the price increase.
   
   

4. Right to Decline Price Increase: Subscribers have the option to decline the proposed price increase by providing written notice of their decision to MET MEDICAL LTD before the effective date. In such cases, the Subscriber's subscription will be cancelled, and no further subscription fees will be charged.
   
   

5. Continued Use of Service: If the Subscriber does not decline the price increase before the effective date and continues to use the health service, it will be considered as acceptance of the revised subscription fees.
   
   

6. Review of Price Adjustment: MET MEDICAL LTD will periodically review the need for price adjustments and may revise the pricing policy as necessary. Any changes to the price adjustment policy will be communicated to Subscribers in advance.
   
   

1. Response Time Guarantee:
   

1. MET MEDICAL LTD guarantees a response time of 30 minutes or less for members requiring ambulance call-out services. This response time is measured from the moment the call is received by our dispatch centre to the arrival of the ambulance at the specified location.
   
   

2. Exclusions: The response time guarantee may be subject to certain limitations and exclusions, including but not limited to adverse weather conditions, traffic congestion, road closures, or other factors beyond our control.
   
   

3. Member Obligations: Members are responsible for providing accurate and detailed information when requesting ambulance services to ensure the timely dispatch and arrival of emergency medical assistance.
   
   

4. Notification of Delays: In the event that circumstances beyond our control cause a delay in meeting the response time guarantee, MET MEDICAL LTD will make every effort to promptly inform the member of the delay and provide updates on the estimated arrival time of the ambulance.
   
   

5. Remedies for Failure to Meet Guarantee: If MET MEDICAL LTD fails to meet the response time guarantee without reasonable cause, the member may be entitled to certain remedies, including but not limited to a refund of subscription fees or compensation for any additional expenses incurred as a result of the delay.
   
   

6. Limitation of Liability: MET MEDICAL LTD shall not be liable for any damages, losses, or injuries arising from delays in meeting the response time guarantee, except to the extent prohibited by applicable law.
   
   

7. Review and Revision:  MET MEDICAL LTD reserves the right to periodically review and revise the response time guarantee to ensure its effectiveness and feasibility. Any changes to the response time guarantee will be communicated to members in advance.
   
   

2. Fair Use:
   
   

1.  MET MEDICAL LTD  provides urgent ambulance services to Subscribers for the purpose of responding to medical concerns and providing timely medical assistance. Fair use of the ambulance service is defined as the reasonable and necessary utilisation of ambulance services for genuine medical conditions.
   
   

2. Guidelines for Fair Use: Subscribers are expected to use the ambulance service responsibly and only in situations where urgent medical care is required. Examples of appropriate use include but are not limited to injuries, sudden illnesses, medical concerns and medical urgent conditions.
   
   

3. Excessive Use: MET MEDICAL LTD reserves the right to monitor the usage patterns of Subscribers and may identify instances of excessive or inappropriate use of the ambulance service. Excessive use is defined as repeated or frequent requests for ambulance services that do not align with genuine medical need.
   
   

4. Consequences of Excessive Use: If it is determined that a Subscriber has engaged in excessive or inappropriate use of the ambulance service, MET MEDICAL LTD reserves the right to take appropriate action, which may include but is not limited to:
   
   a. Reviewing the Subscriber's usage history and contacting them to discuss their utilisation of the service.
   
   b. Adjusting the Subscriber's subscription plan to better align with their actual usage needs.
   
   c. Suspending or terminating the Subscriber's access to the ambulance service if deemed necessary to preserve the integrity and availability of the service for other Subscribers.
   
   

5. Appeals Process: Subscribers who believe that their use of the service has been unfairly deemed excessive may request a review of their case by contacting MET MEDICAL LTD customer support. MET MEDICAL LTD will consider the Subscriber's explanation and may adjust any actions taken accordingly.
   
   

6. Continuous Review: MET MEDICAL LTD will periodically review its fair use policy to ensure that it remains fair, reasonable, and aligned with the needs of Subscribers and the integrity of the service.
   
   
   

3. Definition of Couple and Family Membership:
   
   

1. MET MEDICAL LTD offers couple and family membership options for our health service subscription. A couple membership includes two individuals who are in a committed relationship, whether married or cohabitating. A family membership includes more than two individuals who are related by blood, marriage, or legal guardianship and reside in the same household.
   
   

2. Requirement for Named Individuals: For both couple and family memberships, all individuals covered under the subscription must be named at the time of enrollment. This includes providing the full legal names and any other required information for each member covered under the subscription.
   
   

3. Verification of Residence: To qualify for a couple or family membership, all named individuals must reside in the same primary residence or household. Proof of residency may be required, such as a utility bill or lease agreement, to verify eligibility for the selected membership type.
   
   

4. Updates to Membership: In the event of changes to the composition of the household or the addition of new members, the primary account holder is responsible for promptly notifying MET MEDICAL LTD and updating the membership details accordingly. Failure to do so may result in the suspension or termination of the subscription.
   
   

5. Individual Coverage: Each named individual under a couple or family membership is entitled to access the health service benefits outlined in the subscription plan. Coverage is non-transferable and applies only to the individual named on the membership.
   
   

6. Termination of Membership: MET MEDICAL LTD reserves the right to terminate or suspend a couple or family membership if it is determined that any named individuals do not meet the eligibility criteria or if there is a violation of the terms and conditions outlined in the subscription agreement.
   
   

7. Binding Agreement: By enrolling in a couple or family membership, the primary account holder acknowledges and agrees to abide by the terms of this clause regarding named individuals and residency requirements.
   
   

4. Cancellation:
   
   

1. Minimum Term Requirement: The Subscriber acknowledges that a minimum subscription term of 12 months applies if the health service is utilised for ambulance call-outs during this period. Should the Subscriber request cancellation of their subscription within the 12-month term after utilising ambulance call-out services, they will be required to fulfil the remainder of the term before cancellation can be processed.
   
   

2. Cancellation Without Minimum Term: If the Subscriber has not utilised ambulance call-out services within the initial 12-month term and is on a monthly plan, they reserve the right to cancel their subscription at any time without penalty or additional fees.
   
   

3. Cancellation Procedure: To cancel the subscription, the Subscriber must provide written notice to MET MEDICAL LTD at least 14 days prior to the desired cancellation date. The cancellation request should include the membershipcancellation@met-medical.co.uk and include the Subscriber's full name, contact information, and subscription details.
   
   

4. Effect of Cancellation: Upon receipt of the cancellation request and completion of the minimum term (if applicable), the Subscriber's access to the health service, including ambulance call-out services, will cease, and no further subscription fees will be charged. MET MEDICAL LTD Ad-hoc services may still be requested and will be subject to availability.
   
   

5. Exceptions: In exceptional circumstances, such as breach of contract or non-payment of subscription fees, MET Medical Ltd reserves the right to terminate the subscription without fulfilling the minimum term requirement.
   
   

6. Refund Policy: No refunds will be issued for cancellations made before the completion of the minimum term if ambulance call-out services have been utilised during that period.
   
   

5. Complaints:
   
   

1. MET MEDICAL LTD is committed to providing high-quality health services and ensuring the satisfaction of our Subscribers. In the event that a Subscriber has a complaint or concern regarding the ambulance service, MET MEDICAL LTD has established a standard complaints process to address and resolve such issues promptly and effectively.
   
   

2. Submitting a Complaint: Subscribers who wish to lodge a complaint are encouraged to do so by contacting MET MEDICAL LTD customer support via membership@met-medical.co.uk. A document explaining the complaints process will be provided. Complaints may be submitted in writing or via email.
   
   

3. Investigation and Resolution: MET MEDICAL LTD will promptly investigate the complaint and take appropriate actions to address the concerns raised. This may involve gathering additional information, consulting with relevant parties, and implementing corrective measures as necessary.
   
   

4. Communication of Findings: Once the investigation is complete, MET MEDICAL LTD will communicate the findings and resolution to the Subscriber in a timely manner. This may include explanations, apologies, remedial actions, or other steps taken to address the complaint.
   
   

5. Escalation Process: If the Subscriber is dissatisfied with the resolution provided, they may request further review or escalation of the complaint. MET MEDICAL LTD will escalate the matter in line with our complaints policy.
   
   

6. If a complainant is not satisfied, the case can be referred to ISCAS (Independent Service Complaints Adjudication Service).