Last Updated at : 27-Oct-2026
These terms are the agreement between you and us. The full version below is what counts, but these are the main points:
Medical emergency? Do not use this website. Call 999 or go to A&E. For urgent advice, call NHS 111 or your GP. This website is not watched all the time and we will not phone you about your results.
1.1 NeuroClinicians is run by NEURO CLINICIANS LTD, a company registered in England and Wales (company number 17161109). “We”, “us” and “our” mean that company. “You” means the person using the website.
1.2 These terms apply whenever you use our website, even if you are only looking around. By using it you agree to them. If you do not agree, please do not use it.
1.3 Please read section 2 carefully. It explains what we do and what your consultant and clinic do. That matters if something goes wrong.
2.1 What we do. We provide the website, the questions, the software that drafts reports, your account, your patient portal, and booking and payment. We arrange access to private neurology services.
2.2 What we do not do. We do not give medical care. Your report, your consultation, and any advice or treatment come from:
The clinic is the provider of the medical service. The consultant and clinic work under their own registrations, their own insurance and their own clinical responsibility.
2.3 You choose. You pick your consultant and clinic from a list. We do not pick one for you, and we do not put them in order of what is best for you.
2.4 Your report. Your report is issued in the name of your consultant, with their GMC number, and names the clinic it is provided under. It is their medical opinion, not ours.
2.5 We are not part of the medical relationship between you, your consultant and the clinic. We are not responsible for the care, advice or treatment they give. See section 20.
2.6 Clinical governance. Dr Abdullahi Shehu, consultant neurologist (GMC 3628735), oversees the medical standards our software follows. He does not look after individual patients, and he only sees your report if you chose him as your consultant.
3.1 You must be 18 or over. We ask your date of birth to check this. If we find out someone is under 18, we close the account and delete their information.
3.2 Our service is only available in England.
3.3 Everything we and your consultant tell you depends on what you tell us. If your answers are wrong or incomplete, the information and report will be too.
3.4 Doing it for someone else. You can fill in the assessment for another adult, such as a parent or partner, but only if they know about it and agree. You will be asked to confirm this. By confirming, you are telling us they understand what it is for and agree to you getting a report about them and to us holding their information.
3.5 If the person cannot understand and agree, please do not use our service for them. We are not a care provider and cannot make decisions in someone’s best interests. Talk to their GP or an NHS memory service instead.
3.6 A report about someone else belongs to them. They can ask us for a copy or ask us to delete it, and we will deal with them directly.
4.1 You do not need an account for the free assessment. You need one to buy a report or book an appointment, so we can give you your report and documents safely.
4.2 Two-step login. Any account that holds a report or uploaded documents must use two-step login. This means entering a code as well as your password.
4.3 Keep your login details private. Tell us straight away if you think someone else has got into your account.
4.4 We may suspend or close an account if we reasonably think it is being used for fraud or against these terms.
5.1 The free assessment asks about your symptoms. It gives you general information about them and shows you services that might be relevant.
5.2 What it does not do. It does not give you a personal score, risk rating or result. It does not tell you how urgent your symptoms are or what is wrong with you.
5.3 No doctor sees your free assessment. Nothing in it is a diagnosis or medical advice.
5.4 Safety messages. Some answers make a safety message appear straight away, telling you to call 999, go to A&E, or contact NHS 111 or your GP. This happens whether or not you buy anything. It is safety advice, not an assessment of you. The first questions check for emergency warning signs. If you give an emergency answer there, we show you what to do and stop: we will not sell you a paid report or offer consultation packages. If you answer no to all of them, you can carry on and buy a report. If a safety message appears later in the questions, we will not offer you consultation packages.
5.5 Your consent. We only use your health answers if you say yes, in a separate box before the questions start. You can change your mind at any time and we will delete your answers. See our Privacy Notice.
5.6 You can give us your email address to receive your information, but you do not have to.
6.1 When you buy a report, this is what happens:
6.2 The software helps your consultant. It does not decide anything about you. We keep a record of what the software drafted and what your consultant signed, so we can prove a real person checked it.
6.3 A report is not a diagnosis. It explains what your symptoms might mean, how soon they should be looked at, and what you could do next. A diagnosis can only come from a consultation and any tests.
6.4 How long it takes. Each consultant sets their own time for writing reports. We show you that time before you pay. If it is going to take much longer, we will tell you and you can cancel for a full refund.
6.5 You do not have to follow any recommendation or book anything with us.
7.1 If an answer suggests you may need urgent help, a safety message appears on screen straight away. It tells you to call 999, go to A&E, or contact NHS 111 or your GP. This happens during the questions, before you pay anything.
7.2 If your consultant finds something urgent in a paid report, the report says so clearly and we email you to say it is ready. We will not offer consultation packages alongside an urgent finding. If you need emergency care, get emergency care.
7.3 Please read this. Our website is not watched all the time. Our team checks it from 8am to 4pm on working days only. We do not provide out-of-hours cover.
7.4 We will never phone you about your assessment or report. When you book an appointment, you can choose to give us a phone number. We only use it to arrange that appointment, never to tell you about results. The on-screen message, and an email if you gave us your address, are the only warnings we can give. Do not wait to hear from us. If you think you may be seriously unwell, call 999 or NHS 111, or go to A&E.
8.1 If your report suggests a consultation, you can book one through our website. Consultations come in Bronze, Silver and Gold packages.
8.2 Your consultation is a contract for medical care between you and your consultant and their clinic. We arrange and administer the booking, but we are not part of the medical relationship.
8.3 Consultations happen in person at the clinic’s CQC-registered location, or by video using the clinic’s own video system.
8.4 Before listing a consultant, we ask them to show us their GMC registration, their insurance and their clinic’s CQC registration, and to keep these up to date. These checks do not guarantee the quality of their care.
8.5 If a package includes follow-up appointments over up to 12 months, you can use them at any time in that period. We will remind you when one is due. If you have not used one by the end, you can ask us to extend it or refund it. You will not just lose it.
8.6 We only share your report and contact details with a consultant you have booked with or asked us to share with.
9.1 How we make money. When you buy a report or a package, we take a commission from the payment. The rest goes to your consultant. Because we earn money when you buy, we have put these protections in place:
9.2 Prices. Each consultant sets their own prices for each clinic. The price shown for the clinic you choose is the price you pay. The checkout lists every item separately. All prices are in pounds sterling. Most medical services do not have VAT. Where VAT applies, it is included in the price shown.
9.3 Paying. You pay when you book, through our payment provider Stripe. Stripe holds and pays out the money. We never see or keep your card details.
9.4 Before you pay, we tell you who is providing the service you are buying.
9.5 Paying later. Our payment provider, Stripe, may offer pay-later options at checkout, such as Klarna. If you choose one, your agreement for that credit is with that provider, not with us. Their terms and their own checks apply, so please read them before you agree.
9.6 GP letter. A letter to your GP is an optional extra with its own price. We never send anything to your GP unless you ask.
9.7 Prescriptions. If your consultant writes a private prescription, the cost of the medicine is not included in any package. You buy it separately from a pharmacy. Whether to prescribe anything is your consultant’s decision.
10.1 When the contract starts. Your contract starts when we email you an order confirmation after your payment goes through. The email lists what you bought, who provides it, the price, and the cancellation choices you made at checkout. If we cannot accept your order (for example, your consultant is no longer available), we will tell you and refund you in full.
10.2 Your 14-day right to cancel. By law, you can cancel within 14 days of the contract starting, without giving a reason. These terms do not take that right away. Section 10.5 explains the one time it ends early.
10.3 How to cancel. Email info@neuroclinicians.com or use the form in the Annex. You do not have to use the form. We will confirm we have received it.
10.4 Starting straight away. Most people want their report quickly, which means starting before the 14 days are up. At checkout we ask you to tick two separate boxes:
Box
What you are agreeing to
1
You want us to start on your report straight away, before the 14 days are up
2
You understand you lose your right to cancel once your report is finished and given to you
Neither box is ticked for you, and you do not have to tick them. If you do not, we wait until the 14 days have passed before starting.
10.5 If you change your mind before your consultant has started on your case, we refund you in full. Once your report is finished and given to you, the 14-day right ends, because the service has been fully provided at your request.
10.6 If something is wrong. Your rights under the Consumer Rights Act 2015 always apply. The service must be provided with reasonable care and skill. If you think your report falls short, tell us. We will first offer a free re-review by a different consultant. If that does not fix it, you may be entitled to a price reduction or refund. You do not have to prove anything for us to look into it properly.
10.7 Appointments. You can cancel or move an appointment for free up to 48 hours before it starts. Within 48 hours, the fee for that appointment cannot be refunded, because the time was kept for you. Anything else in your package that has not happened yet is still refunded.
10.8 Refunds go back to the card or payment method you used, within 14 days of us agreeing a refund is due.
11.1 Your consultant may decide something you paid for is not right for you, such as a test you do not need, or a different test that would be better. That is good medical care, and you should not lose money because of it.
11.2 You choose one of these:
Options
What happens
A
Swap it for a similar test of about the same value, at no extra cost
B
Swap it for something cheaper and get the difference back
C
If there is nothing suitable, get a full refund for that item
11.3 We will never keep your money just because you bought a package.
12.1 We also offer online GP appointments. These are provided by eUK Doctors, a separate company that is not part of NeuroClinicians.
12.2 If you book a GP appointment, your contract for it is with eUK Doctors, not us. Their terms and privacy notice apply, and they will set up an account for you on their website.
12.3 We will tell you clearly, before you book, that you are being passed to a different provider. We only pass your information to them if you agree.
12.4 Complaints about a GP appointment are handled by eUK Doctors. We will help you find the right person to contact.
12.5 Documents for a GP appointment are uploaded on the eUK Doctors website. Documents for a neurology appointment are uploaded to your patient portal with us.
13.1 Your report and any documents your consultant sends you appear in your patient portal. They are yours and you can download them at any time.
13.2 Who keeps your medical record. Your consultant and clinic are responsible for the medical record of your report and consultation. They must keep it for 8 years after your last contact, following the NHS rules for adult health records. We store it on their behalf so you can see it in your portal.
13.3 We keep our own records (your answers, account and payments) for the times set out in our Privacy Notice. You can ask us to delete anything we do not have to keep.
13.4 We strongly recommend you share your report with your NHS GP. We do not do this for you.
13.5 If you upload a document, you are confirming it is about you (or the person you are helping, with their agreement) and that you are allowed to share it.
14.1 Some brain and nerve symptoms can affect whether you are legally allowed to drive. If your answers or report raise one of these, we will tell you on screen.
14.2 Telling the DVLA is your own legal duty, not ours or your consultant’s. You can be prosecuted if you do not.
14.3 Whether you are fit to drive is for your consultant to decide, not our website.
14.4 If you keep driving against your consultant’s advice, they may have to tell the DVLA. They would normally tell you first.
15.1 We keep what you tell us private. We only share it as set out in these terms and our Privacy Notice.
15.2 Very rarely, we or your consultant may share information without your agreement. This is only when someone is at risk of serious harm (including a child or an adult at risk), when the law or a court says we must, or in the driving situation in section 14.
15.3 If we can tell you we are doing this, we will.
15.4 If you tell us something that suggests you might hurt yourself, we will follow our Safeguarding Policy. We are not a crisis service and cannot reply quickly. If you are in crisis, call 999, call NHS 111, or call Samaritans free on 116 123, day or night.
16.1 You can review a service you booked and received, including on independent review websites.
16.2 Reviews must be honest and about your own experience. Honest negative reviews are welcome and are never removed for being negative.
16.3 Please do not include other people’s personal details, or medical details about anyone but yourself.
16.4 Nobody may offer or accept payment or rewards for a review. We do not write, pay for, reward, edit or hide reviews.
17.1 You must not: (a) use the website for anything illegal; (b) give information you know is false; (c) try to get into the website’s systems or anyone else’s account; (d) copy or collect content or data from the website by any method, including bots, scrapers or AI tools; (e) use our content or data to build or train a competing product, dataset or AI model; or (f) interfere with the website’s security or how it works.
17.2 We may suspend or end your access if we reasonably think you have broken this section.
18.1 We own (or are licensed to use) the website, software, design, questions, clinical scoring rules and the NeuroClinicians brand. You may use them only for your own personal use of the service.
18.2 Your report belongs to you. The medical opinion in it is the work of the consultant who signed it.
18.3 Our list of consultants, clinics, prices, availability and reviews is a database we own. You must not copy all or a large part of it, or keep copying small parts of it, without our written permission.
19.1 The software that drafts reports and shows emergency safety messages is regulated in the UK as a medical device. [PLACEHOLDER — MHRA registration details and UKCA marking, once the classification is confirmed by a regulatory specialist]
19.2 The free assessment is fully automatic. It makes no decision about you. It gives general information and shows services that may be relevant.
19.3 For a paid report, our software prepares a draft. Your consultant reviews it and can change it or reject it completely. Because a real person is involved and has the final say, your report is not a decision made only by a computer.
19.4 At any time, for free, you can ask us to explain how your report was made, tell us what you think of it, and challenge it. If you disagree with a report you bought, we will arrange a re-review by a different consultant at no cost (see 10.6).
19.5 We will give you a full answer within 30 days. You will never have to buy anything to challenge a report you have already bought.
20.1 Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Your legal rights as a consumer are not affected.
20.2 Subject to 20.1, we are not responsible for: (a) the medical assessment, advice, report, treatment or outcomes provided by any consultant, clinic, GP or other clinician; (b) information a provider has given us about themselves; (c) loss caused by information you gave us that was wrong or incomplete; or (d) loss that could not have been foreseen when you agreed to these terms.
20.3 Subject to 20.1, our total responsibility to you for the website itself (the questions, the software, booking and payment) is limited to the amount you paid us in the 12 months before the problem happened.
20.4 We take reasonable care to keep the website accurate and working, but we cannot promise it will always be available or free from errors.
21.1 We are not responsible for delays or failures caused by things we could not reasonably control, such as a major internet or power failure, a cyber attack, a pandemic, or a strike. If this happens, we will tell you as soon as we can and do what we reasonably can to limit the effect.
21.2 If it delays your report or appointment for a long time, you can cancel and get a refund for anything not yet provided.
22.1 Complaints about us (the website, your account, booking, payment or our service): email complaints@neuroclinicians.com. We will reply within 3 working days to say we have it, and give a full answer within 20 working days.
22.2 Complaints about your medical care (the content of your report, or a consultation): these are handled by the clinic named on your report, under its own complaints procedure. Your report includes the clinic’s complaints contact. If you are not sure who to contact, ask us and we will help. You can also raise concerns about a doctor with the General Medical Council, or about a clinic with the Care Quality Commission.
22.3 Complaints about your personal information: email dataprotection@neuroclinicians.com. You can also complain to the Information Commissioner’s Office (ico.org.uk) at any time.
22.4 If you are still unhappy. We are not currently a member of an independent complaints adjudication scheme. If you are still unhappy after our final answer, you can take the matter to court. You can still contact the GMC, CQC or ICO at any time.
22.5 Our Complaints Policy sets this out in full.
23.1 You can close your account at any time by contacting us. We will delete what we do not have to keep.
23.2 We may suspend or close your account if we reasonably think you have broken these terms or committed fraud, or if the law requires it.
23.3 Closing your account does not remove the duty to keep medical records for the time set out in section 13.
24.1 We may update these terms, for example when the law changes or the website changes. We will publish the new version with a new date and tell you about important changes.
24.2 Changes do not apply to anything you have already bought.
25.1 If any part of these terms cannot be enforced, the rest still applies.
25.2 We may transfer our rights and duties under these terms to another organisation. If we do, your rights will not be reduced. You may only transfer yours with our written agreement.
25.3 This contract is between you and us. Nobody else can enforce it, except that your consultant and clinic may rely on sections 2 and 20.
25.4 If we do not enforce a right straight away, we can still enforce it later.
25.5 These terms are governed by the law of England and Wales, and the courts of England and Wales can decide any dispute.
Provider
NEURO CLINICIANS LTD (company number 17161109), trading as NeuroClinicians
Registered office
1st Floor, 1–9 Castle Street, Hinckley, LE10 1DA
General enquiries
info@neuroclinicians.com
Clinical enquiries
clinical@neuroclinicians.com
Complaints
complaints@neuroclinicians.com
Data protection
dataprotection@neuroclinicians.com
Safeguarding
safeguarding@neuroclinicians.com
Only fill in and send this form if you want to cancel. Email it to info@neuroclinicians.com or post it to NEURO CLINICIANS LTD, 1st Floor, 1–9 Castle Street, Hinckley, LE10 1DA.
To
NEURO CLINICIANS LTD, info@neuroclinicians.com
I want to cancel my contract for
Order number
Ordered no
Your name
Your address
Your signature (only if sent on paper)
Date
v2.0 rewrites v1.0 in plainer English and brings it in line with the restructured model (patient chooses consultant and clinic; clinic is the provider; consultants set their own response times).
v2.0 clause
v1.0
What changed and why
Short version
—
New plain-English summary. v1.0 read well above the 12-year-old target
2.2, 2.4
2.2, 2.3
Clinic named as the provider of the medical service; report names the clinic as well as the consultant’s GMC number
2.3
—
New: patient chooses consultant and clinic from an unranked list. Supports the CQC position that we do not decide the place of treatment. Needs developer confirmation
4.2
4.2
Two-step login now required for accounts holding a report (was “strongly recommend”). Matches DPIA R10. Build requested from 31Green
5.4
5.4
An emergency answer on the opening safety questions stops the journey: no paid report, no packages. A later safety message hides packages. Decided 26 Oct 2026
6.1
6.1
Patient chooses consultant first; consultant can override urgency
6.4
6.4
Turnaround now set by each consultant and shown before payment (we no longer set one)
7.4
7.3–7.4
Patients can now give a phone number at booking (optional), used only to arrange that appointment, never for results
9.1
–
New conflict-of-interest clause: commission disclosed, nothing pre-ticked, removals protected
9.2
8.3, 9.1
Prices per consultant per clinic; checkout itemises
9.5
9.5
Pay-later kept, offered through Stripe; the credit agreement is with that provider
10.1, 10.3, Annex
–
New: when the contract is formed; how to cancel; model cancellation form (Consumer Contracts Regulations 2013)
10.8
11.4
Refund timing moved to apply to all refunds
13.2
13.2
Clinical record held by consultant and clinic; we store it for them. 8-year duty sits with them
19.1
–
New: software is a regulated medical device. MHRA/UKCA details placeholder
21
–
New: events outside our control
21.2
21.1
Clinical complaints go to the clinic named on the report, with its contact
22.4
–
New: no adjudication scheme joined yet; courts are the route after our final answer
25.2–25.4
–
New: transfer, third-party rights, no waiver