A guide to your Agreement with us

The CCA is the Contract that governs the relationship between you and Echelon Health. If you have come to Echelon Health as a result of one our corporate contracts with your employer / organisation then the CCA is slightly different. For those clients, there will also be a Master Agreement between Echelon Health and your employer / organisation. The principal difference are the payment terms so if you have come to Echelon Health via an organisation with whom we have a corporate agreement, you can ignore the payment terms section below – your company will take care of that.

Please note that our 3 year Evergreen Membership programme does have some different features and therefore Terms and Conditions. Check out the specific entry for Evergreen below to see what those specific features are.

The CCA will set out clearly the nature of the Health Assessment you have purchased and whether it is one of our pre-packaged Health Assessments, something bespoke that we have agreed together or perhaps our 3 year Evergreen Membership programme. Whichever it is, it will include a list of the principal scans and tests that will be included in your Health Assessment or Membership programme.

The CCA says that the Commencement Date is 15 days after the date you sign the CCA. This is because under the Consumer Rights Act 2015 and the fact that this is a distance selling arrangement, you have the right to cancel the contract with us within 14 days. By having a Commencement Date that begins after the expiry of that 14 day period, we avoid the risk of any overlap.

Other than for our Evergreen Membership which we explain separately) you may of wish to have your Health Assessment carried out prior to the expiry of that 14 day period – perhaps you are in the UK visiting from overseas and it’s not practical to wait until the 14 day period has elapsed. That’s fine – we will agree that with you and ask you to confirm in writing that you are happy to waive your right to cancel the contract within the first 14 days.The Service Period is set at 3 months and is the period beginning on the Commencement Date and expiring 3 months later during which you must have had your Health Assessment. We fix the prices for that 3 month period but we can’t guarantee to able to do that for more than 3 months.

So if you pay for a Health Assessment and then don’t use it within 3 months, we are entitled to refund you the monies you have paid less 10% to cover our administration costs. If you decide you still want to continue and arrange your Health Assessment outside of the Service Period window, we shall be glad to do that but we may have to charge an additional fee.

The principle of consent is extremely important when any medical activity is undertaken. Your consent is not deemed to take place at a single moment in time – it is an ongoing process that continues throughout your Health Assessment process.

We will ask you to give us your consent to proceed at the outset (having explained the benefits and risks of the Health Assessment) and at other appropriate times during your Health Assessment Process, but you can change your mind at any time.

You do need to remember that if you do decide to withdraw your consent, it may be that there will still be costs payable by you if you withdraw your consent very close to the day of the Health Assessment, because, for instance, we will still have to pay for the  time and use of the scanning equipment booked for your Health Assessment.

The Health Assessments we carry out are intended for preventive medical screening and imaging health purposes only and are intended only to identify actual or potential health issues which may be revealed by the screening.  If any medical or health issues are identified, these may require further specialist investigation or treatment which do not form part of the Services and are not covered by the Service Fee.

However, we have an unrivalled network of specialist contacts so we can point you in the right direction and we will work hard to ensure that the specialist you and we agree will be the best person for the next stage of your care delivers a quality of service similar to that which you will by then have experienced with Echelon Health. Any fees payable to that specialist are a matter for you to agree with them, and we can’t guarantee the level of service they will provide because they are independent consultants, completely separate to Echelon Health. This process is very much to protect you. Echelon Health does not take any commission from the specialists to whom we refer our clients. To do otherwise would risk us having a financial incentive to refer you on, but that’s not appropriate – we only refer people with a genuine medical need, hence the reason why the specialist is completely independent of us.

We have two simple requirements with respect to fees. First, in order to confirm the date of your Health Assessment, we do need all fees to be paid. Until payment in full for the fees has been received by Echelon Health, we cannot confirm the date of your Health Assessment. Second, all fees must be paid in full at least 5 working days before the date of the Health Assessment (although it is worth remembering that if you leave it this late, your Health Assessment date will not have been confirmed and there is a risk it may no longer be possible to confirm your preferred date).

We send you an invoice as soon as you book a Health Assessment and upload it into your MyEchelon Account. The invoice contains all our bank details for you to make a BACS transfer (which is safe and our preferred method of payment).

We know that sometimes things happen that are unavoidable and so our cancellation policy is, we believe, very fair. However, we have to have one because the scanning machines we utilise are in use all the time and it’s not that easy to fill a slot made vacant on them if we don’t get sufficient notice and that has a cost.In summary, if you have paid the Service Fee and an Assessment has been arranged, booked and notified to you but you cancel or fail to attend that Assessment for whatever reason, the full Service Fee is payable but subject to the following rebates:

• You notify cancellation 48 hours or more before the specified Assessment time, a rebate of 50% of the Service Fee;
• You notify cancellation less than 48 hours but more than twenty-four (24) hours before the specified Assessment time, a rebate of 25% of the Service Fee;
• You notify cancellation less than twenty-four (24) hours before the specified Assessment time, a rebate of ten percent (10%) of the Service Fee;
• You fail to attend the Assessment without any prior notice to Echelon, no rebate.

• We commit to providing you with a Health Assessment delivered with the due and diligent care and skill to be reasonably expected from an experienced medical screening and diagnostic imaging provider.
• We carry out the large majority of our Health Assessments and scans at 68 Harley Street. However, we may be obliged to change the date or location or time of any Assessment for factors outside our control; if this happens, Echelon will notify You in writing at the earliest opportunity. If that occurs, Echelon will rearrange the Assessment to a date, place and time agreed with You.

You are undertaking a medical Health Assessment. It is really important therefore that you undertake some straightforward though mandatory tasks before your Health Assessment can take place.We make all the necessary forms and questionnaires available to you and in fact, the most comprehensive one, the Medical Questionnaire, can be completed online so we try and make it as simple and hassle-free as possible. But when asked, you must

• disclose all known pre-existing medical conditions (eg diabetes or heart conditions) which relate to You;
• return all registration forms and questionnaires provided to You in the specified timescales; and
• comply with all pre-Assessment Instructions given to You; and (as we have discussed earlier)
• pay the Fees in full.

If for whatever reason you don’t do any of those things (or anything else we ask you to do as part of preparing for your Health Assessment) and all not less than five (5) clear Business Days before any scheduled Assessment, we will be entitled to postpone Your Assessment by notice in writing to You and to reschedule the Assessment.

Evergreen is a 3 year Membership Programme rather than a 'one off' Health assessment package such as our Platinum, Gold or Healthy Heart Assessments. Hence there are a few differences in the CCA.

Cancellation of your Membership- we've made it easy to cancel Evergreen, though we clearly hope you won't want to miss out on the benefits of staying with the programme! You need to give us 30 days notice but that's all.

Cancellation of individual scans / assessments - If you have to reschedule or even cancel scans or assessments you are booked in for under your Evergreen Membership then we will aim to be flexible but if you do not give us notice, there may be additional charges levied and in extreme cases, we may need to cancel your Membership altogether. So you do need to make sure you are aware of your obligations under the CCA.

Service Period - this is set at 3 years to reflect the 3 year nature of the Membership Programme. However, the 14 day cooling off period to comply with the Consumer Rights Act 2015 applies with Evergreen just as it does with our other Health Assessment Packages.

Direct Debit - before we can arrange the first scans / assessments under your Evergreen Membership, you will need to have set up a valid Direct Debit Mandate which we will use to take your Joining Fee and then your Monthly Membership Fee. However, we have made this process super simple and it can all be done online.

Other Terms - there are few other aspects of Evergreen which mean the CCA for Evergreen differs from the CCA for our other Health Assessment packages. If you have any concerns, please do not hesitate to ask us and we shall be delighted to answer any questions you may have.

From time to time we may offer complementary membership of Babylon Health. This benefit however is provided by us at our discretion and is entirely separate from whichever Health Assessment you have purchased (Platinum or Evergreen). As such, it is entirely discretionary, may be withdrawn at any time by Echelon Health and forms no part of the Client Care Agreement.