Terms of service

These terms govern the Omniya Concierge visiting doctor service provided by Omniya, 3a Montpelier Street, Knightsbridge, London SW7 1EX.

The service

We provide private medical care: doctor visits to hotels and residences, video and telephone consultations, in-clinic appointments, prescriptions, diagnostics and IV therapy. All care is provided by GMC-registered doctors. The service is not an emergency service — in a medical emergency, call 999.

Bookings and fees

Fees are published at omniyaconcierge.com/pricing and confirmed before the doctor sets out or a consultation is booked. Additional costs — medication, laboratory fees, infusions — are charged at cost, quoted before you commit, and itemised on your invoice.

Cancellation

A visit cancelled before the doctor sets out carries no charge. Once the doctor is en route, the visit fee applies. Video consultations may be rearranged without charge with reasonable notice.

Payment

Payment is due at the time of care, by card, unless a billing arrangement exists with your hotel (room folio or hotel account). Where an insurer is involved, payment is made to us and reclaimed by you using the itemised invoice and receipt we provide.

Clinical scope and referral

The doctor’s clinical judgement determines what can be treated at a visit or by video. Where hospital care, imaging or specialist opinion is needed, we will say so and arrange referral. We may decline or end a consultation where care cannot safely be provided in the setting requested.

Liability

Our doctors carry professional indemnity for the care they provide. Nothing in these terms limits liability for death or personal injury caused by negligence, or any liability that cannot lawfully be limited.

Complaints and law

Complaints are handled under our complaints procedure. These terms are governed by the law of England and Wales.