Terms and Conditions

1.General

These Terms and Conditions, together with the Payment Terms set out in Section 5 (jointly, the “Terms”), govern your use of the Sapien Medica website at www.sapienmedica.com (the “Website”) and the services we provide through it. They form a legally binding agreement between you (“you”, “your”) and Sapien Medica Limited, a company registered in England and Wales with company number 12664242, having its registered office at 85 Great Portland Street, London W1W 7LT, United Kingdom (“Sapien Medica”, “we”, “us”, “our”).

These are the only terms that apply to your use of the Website and our services. Any other terms or conditions you propose will not apply unless we expressly agree to them in writing. Nothing we do, short of express written acceptance, constitutes acceptance of any inconsistent terms.

You will receive a copy of these Terms, together with related information including your cancellation rights, by email at the time of booking. We do not store signed contract documents on your behalf; you should retain the email confirmation for your own records.

Please read these Terms carefully. By using the Website or our services you confirm that you accept these Terms and that you agree to be bound by them. If you do not agree, you must not use the Website or our services.

2.About Sapien Medica and the Scope of Our Services

Sapien Medica operates an online platform providing information about, and search functionality across, hospitals, clinics, doctors, and other healthcare providers worldwide (each, a “Clinic”). The platform is designed for patients seeking healthcare services. At your request and based on the information you submit through the Website or via e-mail we may approach pre-researched Clinics to obtain treatment information and free quotations on your behalf.

Our core platform services are free to you. We are remunerated by the Clinics with whom we maintain commercial arrangements. We do, however, charge you a Service Fee as described in Section 5; and we do not receive any commission, kickback, or referral payment from a Clinic in respect of an individual case beyond the standard partnership arrangement with that Clinic.

We accept no responsibility for the content of third-party websites, even where those websites are linked from the Website. Links to third-party sites are provided for information only and do not constitute an endorsement.

3. Booking and Registration

Access to the Website is complimentary, does not require registration, and imposes no obligation to complete a booking. Information regarding the processing of your personal data when using the Website or corresponding with Sapien Medica by email can be found in our Privacy Policy.
You may contact Sapien Medica via email or telephone through the Website to arrange and secure appointments. Bookings are managed by Sapien Medica; however, the clinical contract for consultation, investigation, or treatment is established directly between you and the relevant Clinic under their respective terms, and Sapien Medica is not a party to this agreement.
Sapien Medica does not operate as a payment provider, payment agent, nor does it receive payments on behalf of hospitals or clinics. All clinic invoices should be settled directly with the Clinic, according to the terms mutually agreed upon between yourself and the Clinic.

4.Your Obligations

By using the Website and our services, you confirm and agree that:

You grant Sapien Medica a non-exclusive, royalty-free, worldwide licence to use any intellectual property you submit through the Website and/or via email (including the content of enquiries, medical records, and images) solely for the purpose of providing our services to you, including sharing the relevant material with the Clinics you have asked us to approach.

5.Payment Terms

5.1 Deposit
To reserve and confirm an appointment with a Clinic, the Clinic requires you to an initial deposit invoice, which constitutes 10% of the final estimated cost quotation you receive from Sapien Medica for your treatment. In the event of a late cancellation, two hundred pounds (£200) will be retained by the Clinic as a booking-security charge, in accordance with the provisions outlined in this Section.

5.2 Free platform, when the Service Fee falls due
Use of the Website itself is free. The Deposit is payable to the Clinic, and only when you accept a Clinic quotation through the platform and proceed to booking. A quotation is valid for 48 hours from the time it is communicated to you. Payments are accepted in British Pounds (£) only, by credit card, debit card, PayPal, or bank transfer.

5.3 Service Fee
Once you receive a booking confirmation from the Clinic, you will be required to pay Sapien a one-off non-refundable service fee of one hundred pounds (£100), including VAT, where VAT is applicable (the “Service Fee”).

5.4 No fee for treatments under £1000
No Service Fee is charged where the Clinic-quoted treatment cost is under £1000. In that case the platform service is provided to you free of charge.

5.5 Authorisation and storage of payment details
By providing payment information, you authorise Sapien Medica (and our payment service providers acting on our behalf) to charge your chosen payment method for the Service Fee, and to securely store the limited payment information necessary to administer your booking, refunds, and rescheduling. Payment processing is performed by third-party payment service providers acting under their own terms; additional fees applied by those providers (for example, currency conversion fees imposed by your card issuer) are outside our control and outside our responsibility.

5.6 Service “as is”; correction of errors
Payment-related services are provided on an “as is” basis. Where an administrative error has resulted in an over- or under-payment, we may correct that error by adjusting the relevant payment, and we will tell you when we do.

6.Cancellation Rights-14-Day Cooling-Off Period

As a consumer, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your contract, engagement or authorisations given Sapien Medica for the platform service within 14 days of a booking, without giving any reason.
To exercise the cancellation right, you must inform us of your decision in writing, by email to contact@sapienmedica.com or by post to the registered office address. You may use, but are not required to use, the model cancellation form below; any unequivocal written statement is sufficient.

7.Vouchers and Promotions

Where Sapien Medica issues a voucher or promotional code, the following rules apply unless we have stated otherwise in writing:

8.Referral Programme

Registered patients who have undergone a qualifying treatment using Sapien Medica’s platform and subsequently refer other patients to Sapien Medica, resulting in the completion of qualifying treatments by those referrals, will receive a £100 credit per treatment. This credit will be applied after the referred patients’ treatments have been completed and payment has been accepted by the Clinic through an approved method.
The £100 credits will be valid for 180 days from issue. Self-referrals are not permitted. Refer-a-Friend credits cannot be combined with other promotional offers. We may amend, suspend, or discontinue the Refer-a-Friend programme at any time on reasonable notice; any change will not affect referrals already qualifying under the previous rules.

9.Price Match

If, within 48 hours of receiving a quotation from a Clinic through the Website, you can demonstrate to us a verifiable lower quotation from one of our other listed partner Clinics for the same treatment under materially equivalent terms, we will use reasonable efforts to match that lower quotation. Verification requires a written quotation on the partner Clinic’s letterhead or equivalent documented evidence.
The Price Match Guarantee does not apply to (i) prices that include vouchers, promotional codes, or discounts that are not generally available, (ii) prices where the Clinic confirms there has been a pricing or administrative error, or (iii) offers that we cannot independently verify.

10.Testimonial Programme

From time to time and on a time-limited basis, Sapien Medica operates a testimonial programme through which patients receive £150 in two staged payments for participating in our case-study and review programme, where their qualifying treatment cost exceeds €1,500. The first payment of £75 is made 14 days after treatment; the second payment of £75 is made 12 months post-treatment, conditional on continued participation.
Participants are asked to provide photographs, video, written reviews, and outcome reports at one, three, six, nine, and twelve months post-treatment. By participating, you assign to Sapien Medica all intellectual property rights in the testimonial materials you submit, on a worldwide and perpetual basis, for use in our marketing, public relations, and case-study work. Identifying patient information is used only with your separate consent and on the terms set out in our Privacy Policy.

11. Limitation of Liability

Nothing in these Terms limits or excludes any liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of statutory consumer rights that cannot lawfully be excluded.Subject to that, and to the maximum extent permitted by law:

12.Intellectual Property

All intellectual property rights in the Website and its content (including text, graphics, logos, images, software, and underlying code) are owned by Sapien Medica or our licensors. Your use of the Website does not transfer any of those rights to you. You may view and print pages of the Website for your personal, non-commercial reference; all other use requires our prior written permission.

Where the Website includes links to third-party sites, those links are provided for convenience only and do not constitute an endorsement of the linked site or the practices of its operator.

13.Privacy

Our Privacy Policy applies to and forms part of your relationship with us alongside these Terms. The Privacy Policy explains what personal data we collect, why and how we use it, who we share it with, and the rights you have under data protection law.

14.Complaints

If you are dissatisfied with any aspect of our services, please raise the matter in writing at contact@sapienmedica.com in the first instance. We will acknowledge your complaint within five working days and aim to provide a substantive response within 20 working days. Complaints relating to clinical care should be raised with the Clinic that delivered the care; we will help you direct the complaint to the right party.

15.Governing Law and General Provisions

These Terms and any non-contractual obligations arising from or in connection with them are governed by the laws of England and Wales. The courts of England and Wales have non-exclusive jurisdiction in respect of any dispute, save that we may bring proceedings against you for unpaid fees in any jurisdiction in which you are resident or hold assets.
If you are a consumer resident in a jurisdiction other than England and Wales, you continue to benefit from any mandatory consumer protections of your home jurisdiction that cannot be excluded by agreement.
We may update these Terms from time to time on reasonable notice, by publishing the updated Terms on the Website and, where the change is material, notifying you directly. Continued use of the Website or our services after the update takes effect constitutes acceptance of the updated Terms.
If any provision of these Terms is held to be unlawful, void, or unenforceable, the remaining provisions continue in effect. A failure or delay in enforcing any provision is not a waiver of that provision.
Notices to Sapien Medica must be sent by email to contact@sapienmedica.com or by post to our registered office. Notices to you will be sent to the email address or postal address you have provided to us.
We are not obliged to participate in any alternative dispute resolution procedure with consumers, except where required to do so by law.

16. How to Contact Us