Terms & Conditions

THE CUSTOMER’S ATTENTION IS PARTICULARLY DRAWN TO
THE PROVISIONS OF clause 7.

Interpretation

1.Definitions:

“Business Day” means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business.

“Fees” means the fees payable by the Customer for the supply of the Services in accordance with clause 5.

“Commencement Date” means has the meaning set out in clause 2.2.

“Contract” means the contract between the Supplier and the Customer for the supply of Services in accordance with this Agreement.

“Customer” means the person who purchases Services from the Supplier.

“Customer Default” means has the meaning set out in clause 4.2.

“Intellectual Property Rights” means patents, rights to inventions, copyright and related rights, trademarks, service marks, business names and domain names, rights in get-up, goodwill and the right to sue for passing off, rights in designs, database rights, rights to use and exploit, and protect the confidentiality of, confidential information (including know-how), and all other intellectual property rights, in each case whether registered or unregistered and including all applications and rights to apply for and be granted, renewals or extensions of, and rights to claim priority from, such rights and all similar or equivalent rights or forms of protection which subsist or will subsist now or in the future in any part of the world.

“Medical Services Provider” means any hospital, surgery, clinic or any other medical practitioner or establishment to which or whom the Supplier introduces the Customer or about which or whom the Supplier provides relevant information to the Customer.

“Regulations” means The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as amended. 

“Services” means the services as set out in Schedule 1 to this agreement. 

“Supplier” means INTERNATIONAL HEALTH PLUS LIMITED registered in England and Wales with company number 10144334. The Supplier’s registered address is at 9 Seagrave Road, London, England, SW6 1RP and its trading office is at Boston House Business Centre, 69 – 75 Boston Manor Road, Brentford, Middlesex, TW8 9JJ. The Supplier’s telephone number is 0208 231 8855 and it can be contacted on email at dr.dabeer@ihp.london. 

  1. Interpretation:
    1. A reference to a statute or statutory provision is a reference to it as amended or re-enacted. A reference to a statute or statutory provision includes any subordinate legislation made under that statute or statutory provision, as amended or re-enacted.
    2. Any phrase introduced by the terms including, include, in particular or any similar expression, shall be construed as illustrative and shall not limit the sense of the words preceding those terms.
    3. A reference to writing or written includes fax and email.
    4. A reference to one gender shall be taken to mean the other, unless stated otherwise.  
  • Basis of contract
      1. This Agreement confirms the Customer’s instructions to the Supplier to perform the Services in accordance with the terms set out herein. 
      2. The terms of this Agreement first take effect on the earlier of the Customer continuing to use the Supplier’s services or returning a signed copy of this Agreement, after being provided with a copy thereof (April 2018). 
      3. Any samples, drawings, descriptive matter or advertising issued by the Supplier, and any descriptions or illustrations contained in the Supplier’s catalogues or brochures or introductory material, are issued or published for the sole purpose of giving an approximate idea of the Services described in them. They shall not form part of this Agreement or have any contractual force. 
      4. The terms of this Agreement apply to the exclusion of any other terms that the Customer seeks to impose or incorporate, or which are implied by trade, custom, practice or course of dealing, save as required by law. 
  • Supply of Services
      1. The Supplier shall supply the Services to the Customer in accordance with the terms of this Agreement. 
      2. The Supplier shall have the right to make any changes to the Services which are necessary to comply with any applicable law or safety requirement, or which do not materially affect the nature or quality of the Services, and the Supplier shall notify the Customer in any such event.
      3. The Supplier warrants to the Customer that the Services will be provided using reasonable care and skill and within a reasonable timescale. 
      4. The Customer acknowledges and agrees that the Supplier will provide the Services only and will not (and is not regulated to) provide any medical advice or perform any medical procedures whatsoever.
      5. The Supplier agrees and acknowledges that it shall suggest to the Customer as per the Services only Medical Services Providers which it believes after reasonable consideration are properly authorised in the jurisdictions in which such providers perform the relevant services. Should local law and practice change after the provision of information by the Supplier to the Customer under the Services and which change affects the Customer’s eligibility for treatment by a Medical Service Provider, the following shall apply (unless the Supplier should reasonably have known about such incoming changes):
        1. the Customer agrees that the Supplier is no way liable for any loss or damage suffered by the Customer because of that change in local law and practice; and 
        2. the Supplier will, at its absolute discretion, re-perform any part of the Services in light of such change free of charge.  
      6. If the Customer is not satisfied with the provision of the Services, the Supplier’s complaints procedure is set out in schedule 2 of this Agreement. 
      7. If the Contract is concluded as a “distance contract” or an “off-premises contract” (as defined in the Regulations), the Customer may exercise its right to cancel the Services as applicable under the Regulations and using the model cancellation instructions and cancellation form set out in the Regulations. So the Customer is aware, should he or she cancel the Services after instructing the Supplier to commence the Services within 14 days of the Commencement Date, they may be liable under the Regulations for reasonable costs suffered by the Supplier as a result. 
  • Customer’s obligations 
    1. The Customer shall:
      1. ensure that any information which it provides as requested by the Supplier for the provision of the Services is complete and accurate;
      2. provide the Supplier with such information and materials as the Supplier may reasonably require in order to supply the Services, and ensure that such information is accurate in all material respects; 
      3. co-operate with the Supplier in all matters relating to the Services;
      4. pay all Fees due and owing to the Supplier; 
      5. comply with any relevant obligations and provide such consents, as are set out in this agreement; and 
      6. Understand that the Supplier does not provide any medical treatment or medical advice and that the Supplier provides no guarantee whatsoever about the success of any treatment which the Customer agrees to receive from a Medical Services Provider. 
  1. Unless agreed otherwise with the supplier as part of the Treatment Plan, the Client is responsible for:
  1. Ensuring they have all the appropriate travel documentation and permissions required for entry to and from the country their chosen medical facility is located. .
  2. Travel arrangements to and from the Medical Facility.
  3. Attending all appointments on time as the supplier accepts no responsibility for the Clients inability to receive treatment or other services due to any late arrival to appointments.
  4. Ensuring that adequate insurance is arranged for treatment, travel and any other services organised by the supplier.  This includes Mandatory Annual Travel Insurance.
  1. If the Supplier’s performance of any of its obligations under this agreement is prevented or delayed by any act or omission by the Customer or failure by the Customer to perform any relevant obligation (Customer Default):
    1. the Supplier shall without limiting its other rights or remedies have the right to suspend performance of the Services until the Customer remedies the Customer Default, and to rely on the Customer Default to relieve it from the performance of any of its obligations to the extent the Customer Default prevents or delays the Supplier’s performance of any of its obligations;
    2. the Supplier shall not be liable for any costs or losses sustained or incurred by the Customer arising directly or indirectly from the Supplier’s failure or delay to perform any of its obligations as set out in this clause 4.2; and 
    3. the Customer shall reimburse the Supplier on written demand for any costs or losses sustained or incurred by the Supplier arising directly or indirectly from the Customer Default.
  • Prices, Payments, Cancellations and Refunds
    1. The Supplier charges an administrative fee for services provided.  The Fees for the Services shall be on a time and materials basis:
    2. All prices quoted by International Health Plus are in GBP Sterling unless stated otherwise.
    3. Payment for services provided by the Medical Facility and other service provider is to made directly between the Client and the Medical Facility and other service provider (this includes travel, transport, accommodation and other related services) and will be based on each service provider’s own terms and conditions. Only the suppliers Service fees are to be made directly between the Client and the supplier based on the suppliers General Terms and Conditions.
    4. The Preliminary Quote is an initial estimation of the cost of services proposed to the Client for medical treatment and all other services including any additional changes to the original query may be subject to change at any time at the sole discretion of the supplier
    5. The Preliminary Quote will be valid for a period of 7 days from the date of issue and will include the cost of a deposit required before a Treatment Plan can be prepared and booking of services made.
    6. The deposit is non-refundable and will vary for each Client depending on the services required and is to cover the administration associated with organising treatment and preparation of the Treatment Plan.  In exceptional circumstances, the supplier may allow up to 6 months postponement in which the client may resume their original treatment plan with no additional fees.  Additional Fees may be applicable if the Treatment Plan changes.  Service Provider deposits, fees and all associated costs will be referred to the Service Providers Terms and conditions.
    7. The Client agrees that payment of a deposit is acceptance of all of the suppliers General Terms and Conditions. Method of Payment(s) available are included on the suppliers Invoice(s) which are issued to clients.  Payment(s) can be made by debit card, credit card or bank transfer.  Please refer to our Privacy Policy under our Terms and Conditions on our website www.ihp.london for more information.
    8. International Health Plus will prepare and issue the Client with a Treatment Plan only after receipt of the deposit.
    9. If the Client wishes to make changes to the agreed Treatment Plan then the Client must notify International Health Plus by email of the requested changes. Any changes will be at the sole discretion of International Health Plus and may incur additional charges. Any requested changes will not be deemed accepted until confirmed in writing by International Health Plus.
    10. If the Client wishes to cancel the agreed Treatment Plan then the Client must notify International Health Plus by email of the cancellation request. If International Health Plus has arranged services for the Client by third party suppliers such as accommodation, travel etc. then cancellation fees will be based on each service provider’s particular terms and conditions.
    11. If the Medical Facility or other service provider cancels or changes services in the agreed Treatment Plan then any refunds to the Client will be between the Client and the Medical Facility or other service provider and solely based on the Terms and Conditions of the Medical Facility or other service provider with no liability on International Health Plus.
    12. If the Client arrives late for treatment then the Medical Facility may cancel the appointment with no obligation to refund any fees paid.
    13. It is the Clients responsibility to settle any aftercare fees which may arise as an additional cost to their treatment plan.  In the event that the client may require additional treatment either through complications after treatment or if not directly related, IHP do have 2 London clinics where we can arrange for the client to be seen / treated at the clients own cost.
    14. The Client agrees to keep International Health Plus informed of any changes to their circumstances or information that may impact on the services offered and any costs incurred as a consequence of such changes are the sole responsibility of the Client. International Health Plus does not accept any responsibility for any additional costs due to these changes.
      1. the Fees shall be calculated in accordance with the Supplier’s standard fee rates, as set out in schedule 3 of this agreement; and
      2. the Supplier shall be entitled to charge the Customer for any expenses (which have been pre-agreed between the parties to the extent possible) reasonably incurred by the individuals whom the Supplier engages in connection with the Services including, but not limited to, travelling expenses, hotel costs, subsistence and any associated expenses, and for the cost of services provided by third parties and required by the Supplier for the performance of the Services, and for the cost of any materials.
    15. The Supplier reserves the right to increase its standard fee rates, provided that such charges cannot be increased more than once in any 12 month period. The Supplier will give the Customer written notice of any such increase 1 month before the proposed date of the increase. If such increase is not acceptable to the Customer, it shall notify the Supplier in writing within 4 weeks of the date of the Supplier’s notice and the Supplier shall have the right without limiting its other rights or remedies to terminate this agreement by giving 4 weeks’ written notice to the Customer. 
    16. The Supplier shall invoice the Customer monthly in arrears.
    17. The Customer shall pay each invoice submitted by the Supplier:
      1. within 14 days of the date of the invoice; and
      2. in full and in cleared funds to a bank account nominated in writing by the Supplier at schedule 4 of this agreement, and

time for payment shall be of the essence of this agreement. 

  1. All amounts payable by the Customer under this agreement are exclusive of amounts in respect of value added tax chargeable for the time being (VAT). Where any taxable supply for VAT purposes is made under this agreement by the Supplier to the Customer, the Customer shall, on receipt of a valid VAT invoice from the Supplier, pay to the Supplier such additional amounts in respect of VAT as are chargeable on the supply of the Services at the same time as payment is due for the supply of the Services. 
  2. If the Customer fails to make any payment due to the Supplier under this agreement by the due date for payment, then the Customer shall pay interest on the overdue amount at the rate of 4% per cent per annum above the Bank of England’s base rate from time to time. Such interest shall accrue on a daily basis from the due date until actual payment of the overdue amount, whether before or after judgment. The Customer shall pay the interest together with the overdue amount.
  3. The Customer shall pay all amounts due under the Contract in full without any set-off, counterclaim, deduction or withholding (except for any deduction or withholding required by law). The Supplier may at any time, without limiting its other rights or remedies, set off any amount owing to it by the Customer against any amount payable by the Supplier to the Customer.
  • Intellectual property rights 
      1. All Intellectual Property Rights in or arising out of or in connection with the Services shall be owned by the Supplier. 
      2. The Customer acknowledges that, in respect of any third party Intellectual Property Rights, the Customer’s use of any such Intellectual Property Rights is conditional on the Supplier obtaining a written licence from the relevant licensor on such terms as will entitle the Supplier to license such rights to the Customer. This is unlikely to be relevant in respect of the Services and so the Supplier will notify the Customer as and when this clause may apply. 
  • Limitation of liability: THE CUSTOMER’S ATTENTION IS PARTICULARLY DRAWN TO THIS CLAUSE 
      1. As stated above, the Supplier provides no medical advice or procedures under this Agreement. The Customer acknowledges and agrees that the Supplier is not responsible in any way for the provision of medical advice and/or the performance of medical procedures by any Medical Services Provider. Further, the Customer hereby indemnifies and keeps indemnified the Supplier against any loss, damage, awards or judgements which the Supplier suffers because the Customer has included it in a claim or threatened claim about the provision of medical advice and/or procedures by any Medical Services Provider. 
      2. The Customer further hereby indemnifies and keeps indemnified the Supplier against any loss, damage, awards, judgements, fines or penalties where the Supplier breaches where any Medical Services Provider or local authority or government initiate any proceedings against the Supplier because the Customer has breached their obligations owed to such Medical Services Provider or local authority or government. 
      3. Notwithstanding the above, nothing in this agreement shall limit or exclude the Supplier’s liability for:
        1. death or personal injury caused by its negligence, or the negligence of its employees; or
        2. fraud or fraudulent misrepresentation; or 
        3. as otherwise required by law. 
      4. Subject to clause 8.1, the Supplier’s total liability to the Customer, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Contract shall be limited to 100% of the total Fees paid under the Contract subject to the Customer’s statutory rights. 
      5. This clause 7 shall survive termination of this agreement. 
  • Termination
      1. Without limiting its other rights or remedies, either party may terminate the Contract by giving the other party 1 month’s written notice.
      2. Without limiting its other rights or remedies but subject to relevant law, either party may terminate the Contract with immediate effect by giving written notice to the other party if:
        1. the other party commits a material breach of any term of the Contract and (if such a breach is remediable) fails to remedy that breach within 14 days of that party being notified in writing to do so;
        2. the Supplier takes any step or action in connection with its entering administration, provisional liquidation or any composition or arrangement with its creditors (other than in relation to a solvent restructuring), being wound up (whether voluntarily or by order of the court, unless for the purpose of a solvent restructuring), having a receiver appointed to any of its assets or ceasing to carry on business or, if the step or action is taken in another jurisdiction, in connection with any analogous procedure in the relevant jurisdiction;
        3. the Supplier suspends, or threatens to suspend, or ceases or threatens to cease to carry on all or a substantial part of its business; or
        4. the other party’s financial position deteriorates to such an extent that in the terminating party’s opinion the other party’s capability to adequately fulfil its obligations under the Contract has been placed in jeopardy.
      3. Without limiting its other rights or remedies, the Supplier may terminate the Contract with immediate effect by giving written notice to the Customer if the Customer fails to pay any amount due under the Contract on the due date for payment and remains in default not less than 28 days after being notified in writing to make such payment.
      4. The Supplier may have to suspend the Services to:
        1. deal with technical problems or make minor technical changes;
        2. update the services to reflect changes in relevant laws and regulatory requirements;
        3. make changes to the Services as requested by the Customer or notified by the Supplier to the Customer as appropriate; and
        4. without prejudice to clause 8.3 above, where the Customer fails to pay any amount due under the Contract on the due date for payment and remains in default not less than 14 days after being notified in writing to make such payment. In such case, the Supplier will contact the Customer to tell the Customer the Services are to be suspended. Services will not be suspended if the Customer has disputed the relevant invoice in good faith. 
  • Consequences of termination
      1. On termination of the Contract for any reason, unless otherwise required by prevailing law: 
        1. the Customer shall immediately pay to the Supplier all of the Supplier’s outstanding unpaid invoices and interest and, in respect of Services supplied but for which no invoice has been submitted, the Supplier shall submit an invoice, which shall be payable by the Customer immediately on receipt; 
        2. the accrued rights, remedies, obligations and liabilities of the parties as at expiry or termination shall be unaffected, including the right to claim damages in respect of any breach of the Contract which existed at or before the date of termination or expiry; and
        3. clauses which expressly or by implication survive termination shall continue in full force and effect.
  • General
    1. Force majeure. Neither party shall be in breach of this Contract nor liable for delay in performing, or failure to perform, any of its obligations under this Contract if such delay or failure result from events, circumstances or causes beyond its reasonable control. 
    2. Assignment and other dealings.
      1. The Supplier may at any time assign, transfer, mortgage, charge, subcontract or deal in any other manner with all or any of its rights under the Contract and may subcontract or delegate in any manner any or all of its obligations under the Contract to any third party or agent.
      2. The Customer shall not, without the prior written consent of the Supplier, assign, transfer, mortgage, charge, subcontract, declare a trust over or deal in any other manner with any or all of its rights or obligations under the Contract.
    3. Data Protection and Access to Medical Records 
      1. For the purposes of performing the Services and related matters and any other legitimate purposes of the Supplier’s business, the Supplier will process personal data, including sensitive personal data, pertaining to the Customer under the Data Protection Act 1998.  The Customer agrees to the processing of this data for these purposes and for other purposes as set out to the Customer from time to time. 
      2. The Customer agrees that the Supplier may make the Customer’s personal data available to those who provide products or services to the Supplier (such as advisers, regulatory authorities, governmental or quasi-governmental organisations) or to any Medical Services Provider. This may include items which are categorised as sensitive personal data under the Data Protection Act 1998 such as medical details.
      3. The Customer agrees that their personal data may be collected and held (in digital or hard copy form), processed and transferred and disclosed by the Supplier as above and that such consent applies regardless of whether their data may be transferred to a country or jurisdiction inside or outside of the European Economic Area, including without limitation to Bahrain and Dubai. If such processing, transfer or disclosure is to occur outside of the European Economic Area, the Supplier will take reasonable steps to ensure your data is adequately protected. 
      4. To the extent that is relevant under the Access to Medical Reports Act 1988 the Customer hereby gives the Supplier any necessary consents to provide their medical information and reports to any Medical Services Provider and such other relevant person, organisation and authorities as is necessary for the provision of the Services.  
    4. Variation. No variation of the Contract shall be effective unless it is in writing and signed by the parties (or their authorised representatives).
    5. Waiver. A waiver of any right or remedy is only effective if given in writing and shall not be deemed a waiver of any subsequent breach or default. A delay or failure to exercise, or the single or partial exercise of, any right or remedy shall not:
      1. waive that or any other right or remedy; or
      2. prevent or restrict the further exercise of that or any other right or remedy.
    6. Severance. If any provision or part-provision of the Contract is or becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any modification to or deletion of a provision or part-provision under this clause shall not affect the validity and enforceability of the rest of the Contract.
    7. Notices.
      1. Any notice or other communication given to a party under or in connection with the Contract shall be in writing, addressed to that party at its registered office or such other address as that party may have specified to the other party in writing in accordance with this clause, and shall be delivered personally, or sent by pre-paid first class post or other next working day delivery service, commercial courier, fax or email.
      2. A notice or other communication shall be deemed to have been received: if delivered personally, when left at the address referred to in clause 10.8(a); if sent by pre-paid first class post or other next working day delivery service, at 9.00 am on the second Business Day after posting; if delivered by commercial courier, on the date and at the time that the courier’s delivery receipt is signed; or, if sent by fax or email, one Business Day after transmission.
      3. The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.
    8. Third parties. No one other than a party to the Contract shall have any right to enforce any of its terms.
    9. Governing law. The Contract, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by, and construed in accordance with the law of England and Wales.
    10. Jurisdiction. Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the Contract or its subject matter or formation.

Schedule 1

The Services 

The Supplier provides medical referral services along the lines as set out below, although such services may vary for different customers depending on their needs. The Supplier does not provide any medical treatment or medical advice whatsoever. 

Step 1 – Initial consultation 

  • The Customer shall submit an enquiry to the Supplier requesting services and detailing their desired treatment and that shall be done through the Supplier’s website, by telephone or in a face to face meeting or as otherwise provided for by the Supplier. If necessary, the Supplier may contact the Customer for further details. A copy of this Agreement will be sent to the Customer after the enquiry has been properly received by the Supplier. 
  • After receiving confirmation that this Agreement has been agreed by the Customer, the Supplier will, using the information provided by the Customer (including, if necessary, any personal data of the Customer), approach Medical Services Providers for quotes in respect of the Customer’s requested treatment. 
  •  As soon as it is reasonably practicable after receipt of such quotes, the Supplier will provide those to the Customer along with, if relevant, costs information about any ancillary support or services which can be provided or arranged by the Supplier as requested by the Customer. For the avoidance of doubt, the Supplier does not negotiate the price for medical treatment or medical advice on behalf of either the Customer or the relevant provider. 
  • Based on the preceding consultation and provision of information to him or her, the Customer makes a decision about which Medical Services Provider they would like to be referred to, if any. That decision is made solely by the Customer. 

Step 2 – The referral

  • After the Customer chooses one of the Medical Services Providers suggested by the Supplier, the Customer agrees to provide to the Supplier and/or the relevant Medical Services Provider further relevant information and documentation about the Customer and their medical issue in order for the Supplier to make an introduction to such provider. This may include the disclosure of medical records to the Supplier and/or the relevant Medical Services Provider and the Customer acknowledges and consents to such disclosure.  
  • The Supplier will then provide any appropriate documents and information and introduce the Customer to the relevant Medical Services Provider. 

Step 3 – Ongoing support

  • The Supplier shall provide administrative and any other relevant support as agreed with the Customer from time to time and for the cost agreed between those parties from time to time. This may include, without limitation, help with travel and accommodation arrangements and consultations to discuss and seek to resolve any relevant matters or issues. Schedule 2

Complaints Procedure

The Supplier intends to follow the complaints process set out below unless the relevant circumstances or prevailing law provides otherwise.  

Step 1: All complaints must be notified to the Supplier using its feedback section within the Customer’s Account Area (details of which have been provided to the Customer). An appropriate case manager will acknowledge receipt of such complaint within 3 Business Days of receipt. 

Step 2: The relevant case manager will investigate the complaint and seek further information if required within 7 Business Days following acknowledgement of the complaint. The case manager in charge of the complaint will write to the Customer confirming the result of their findings. The case manager shall explore options for proceeding whether the complaint was upheld or not. In either event, the case manager might suggest remedies to be performed within a reasonable time, such as but not limited to:

  • Re-perform the Services 
  • Re-perform a particular part of the Services 
  • Assign a new case manager 
  • Increased number of appointments or change to appointment times 
  • Increase the management auditing and quality checks on the relevant case until the complaint has been resolved 
  • Adjustment to the relevant payment plan 

Step 3: If the Customer remains dissatisfied then he or she should request that their complaint be referred to a Manager whereby the above process shall be revisited. 

Step 4: If after following the above steps 1-3 the complaint remains unresolved, the Customer must in writing contact the Supplier’s Board of Directors to review the matter. The Customer agrees that the Board of Directors are entitled to introduce their own remedies to resolve the complaint. 

Subject to any overriding law, the Customer agrees that they will follow all the above Steps 1-4 and allow the Supplier reasonable full opportunity to remedy their complaint and meet its obligations under this Contract before making a request for a refund. Should the matter remain unresolved, the Supplier will comply with any applicable legislation in respect of remedies available to the Customer.  

Any complaints will be recorded in our Central Register for monitoring and management purposes. 

Schedule 3

The Fees

The Supplier currently charges a total fixed fee of £300.00 for both responding to a Customer’s enquiry with information about quotes for treatment given by Medical Services Providers and for introducing the Customer to their selected provider. If no provider is selected the cost remains £300.00. For any additional support or services, the Supplier will agree such costs with the Customer before providing such support or services. 

Schedule 4

Bank Account Details

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Client T&C's

 

THE CUSTOMER’S ATTENTION IS PARTICULARLY DRAWN TO THE PROVISIONS OF clause 7.

  • Interpretation
    1. Definitions:

“Business Day” means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business.

“Fees” means the fees payable by the Customer for the supply of the Services in accordance with clause 5.

“Commencement Date” means has the meaning set out in clause 2.2.

“Contract” means the contract between the Supplier and the Customer for the supply of Services in accordance with this Agreement.

“Customer” means the person who purchases Services from the Supplier.

“Customer Default” means has the meaning set out in clause 4.2.

“Intellectual Property Rights” means patents, rights to inventions, copyright and related rights, trademarks, service marks, business names and domain names, rights in get-up, goodwill and the right to sue for passing off, rights in designs, database rights, rights to use and exploit, and protect the confidentiality of, confidential information (including know-how), and all other intellectual property rights, in each case whether registered or unregistered and including all applications and rights to apply for and be granted, renewals or extensions of, and rights to claim priority from, such rights and all similar or equivalent rights or forms of protection which subsist or will subsist now or in the future in any part of the world.

“Medical Services Provider” means any hospital, surgery, clinic or any other medical practitioner or establishment to which or whom the Supplier introduces the Customer or about which or whom the Supplier provides relevant information to the Customer.

“Regulations” means The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as amended. 

“Services” means the services as set out in Schedule 1 to this agreement. 

“Supplier” means INTERNATIONAL HEALTH PLUS LIMITED registered in England and Wales with company number 10144334. The Supplier’s registered address is at 9 Seagrave Road, London, England, SW6 1RP and its trading office is at Boston House Business Centre, 69 – 75 Boston Manor Road, Brentford, Middlesex, TW8 9JJ. The Supplier’s telephone number is 0208 231 8855 and it can be contacted on email at dr.dabeer@ihp.london. 

      1. Interpretation:
        1. A reference to a statute or statutory provision is a reference to it as amended or re-enacted. A reference to a statute or statutory provision includes any subordinate legislation made under that statute or statutory provision, as amended or re-enacted.
        2. Any phrase introduced by the terms including, include, in particular or any similar expression, shall be construed as illustrative and shall not limit the sense of the words preceding those terms.
        3. A reference to writing or written includes fax and email.
        4. A reference to one gender shall be taken to mean the other, unless stated otherwise.  
  • Basis of contract
      1. This Agreement confirms the Customer’s instructions to the Supplier to perform the Services in accordance with the terms set out herein. 
      2. The terms of this Agreement first take effect on the earlier of the Customer continuing to use the Supplier’s services or returning a signed copy of this Agreement, after being provided with a copy thereof (April 2018). 
      3. Any samples, drawings, descriptive matter or advertising issued by the Supplier, and any descriptions or illustrations contained in the Supplier’s catalogues or brochures or introductory material, are issued or published for the sole purpose of giving an approximate idea of the Services described in them. They shall not form part of this Agreement or have any contractual force. 
      4. The terms of this Agreement apply to the exclusion of any other terms that the Customer seeks to impose or incorporate, or which are implied by trade, custom, practice or course of dealing, save as required by law. 
  • Supply of Services
      1. The Supplier shall supply the Services to the Customer in accordance with the terms of this Agreement. 
      2. The Supplier shall have the right to make any changes to the Services which are necessary to comply with any applicable law or safety requirement, or which do not materially affect the nature or quality of the Services, and the Supplier shall notify the Customer in any such event.
      3. The Supplier warrants to the Customer that the Services will be provided using reasonable care and skill and within a reasonable timescale. 
      4. The Customer acknowledges and agrees that the Supplier will provide the Services only and will not (and is not regulated to) provide any medical advice or perform any medical procedures whatsoever.
      5. The Supplier agrees and acknowledges that it shall suggest to the Customer as per the Services only Medical Services Providers which it believes after reasonable consideration are properly authorised in the jurisdictions in which such providers perform the relevant services. Should local law and practice change after the provision of information by the Supplier to the Customer under the Services and which change affects the Customer’s eligibility for treatment by a Medical Service Provider, the following shall apply (unless the Supplier should reasonably have known about such incoming changes):
        1. the Customer agrees that the Supplier is no way liable for any loss or damage suffered by the Customer because of that change in local law and practice; and 
        2. the Supplier will, at its absolute discretion, re-perform any part of the Services in light of such change free of charge.  
      6. If the Customer is not satisfied with the provision of the Services, the Supplier’s complaints procedure is set out in schedule 2 of this Agreement. 
      7. If the Contract is concluded as a “distance contract” or an “off-premises contract” (as defined in the Regulations), the Customer may exercise its right to cancel the Services as applicable under the Regulations and using the model cancellation instructions and cancellation form set out in the Regulations. So the Customer is aware, should he or she cancel the Services after instructing the Supplier to commence the Services within 14 days of the Commencement Date, they may be liable under the Regulations for reasonable costs suffered by the Supplier as a result. 
  • Customer’s obligations 
    1. The Customer shall:
      1. ensure that any information which it provides as requested by the Supplier for the provision of the Services is complete and accurate;
      2. provide the Supplier with such information and materials as the Supplier may reasonably require in order to supply the Services, and ensure that such information is accurate in all material respects; 
      3. co-operate with the Supplier in all matters relating to the Services;
      4. pay all Fees due and owing to the Supplier; 
      5. comply with any relevant obligations and provide such consents, as are set out in this agreement; and 
      6. Understand that the Supplier does not provide any medical treatment or medical advice and that the Supplier provides no guarantee whatsoever about the success of any treatment which the Customer agrees to receive from a Medical Services Provider. 
      1. Unless agreed otherwise with the supplier as part of the Treatment Plan, the Client is responsible for:
        1. Ensuring they have all the appropriate travel documentation and permissions required for entry to and from the country their chosen medical facility is located. .
        2. Travel arrangements to and from the Medical Facility.
        3. Attending all appointments on time as the supplier accepts no responsibility for the Clients inability to receive treatment or other services due to any late arrival to appointments.
        4. Ensuring that adequate insurance is arranged for treatment, travel and any other services organised by the supplier.  This includes Mandatory Annual Travel Insurance.
      1. If the Supplier’s performance of any of its obligations under this agreement is prevented or delayed by any act or omission by the Customer or failure by the Customer to perform any relevant obligation (Customer Default):
        1. the Supplier shall without limiting its other rights or remedies have the right to suspend performance of the Services until the Customer remedies the Customer Default, and to rely on the Customer Default to relieve it from the performance of any of its obligations to the extent the Customer Default prevents or delays the Supplier’s performance of any of its obligations;
        2. the Supplier shall not be liable for any costs or losses sustained or incurred by the Customer arising directly or indirectly from the Supplier’s failure or delay to perform any of its obligations as set out in this clause 4.2; and 
        3. the Customer shall reimburse the Supplier on written demand for any costs or losses sustained or incurred by the Supplier arising directly or indirectly from the Customer Default.
  • Prices, Payments, Cancellations and Refunds
    1. The Supplier charges an administrative fee for services provided.  The Fees for the Services shall be on a time and materials basis:
    2. All prices quoted by International Health Plus are in GBP Sterling unless stated otherwise.
    3. Payment for services provided by the Medical Facility and other service provider is to made directly between the Client and the Medical Facility and other service provider (this includes travel, transport, accommodation and other related services) and will be based on each service provider’s own terms and conditions. Only the suppliers Service fees are to be made directly between the Client and the supplier based on the suppliers General Terms and Conditions.
    4. The Preliminary Quote is an initial estimation of the cost of services proposed to the Client for medical treatment and all other services including any additional changes to the original query may be subject to change at any time at the sole discretion of the supplier
    5. The Preliminary Quote will be valid for a period of 7 days from the date of issue and will include the cost of a deposit required before a Treatment Plan can be prepared and booking of services made.
    6. The deposit is non-refundable and will vary for each Client depending on the services required and is to cover the administration associated with organising treatment and preparation of the Treatment Plan.  In exceptional circumstances, the supplier may allow up to 6 months postponement in which the client may resume their original treatment plan with no additional fees.  Additional Fees may be applicable if the Treatment Plan changes.  Service Provider deposits, fees and all associated costs will be referred to the Service Providers Terms and conditions.
    7. The Client agrees that payment of a deposit is acceptance of all of the suppliers General Terms and Conditions. Method of Payment(s) available are included on the suppliers Invoice(s) which are issued to clients.  Payment(s) can be made by debit card, credit card or bank transfer.  Please refer to our Privacy Policy under our Terms and Conditions on our website www.ihp.london for more information.
    8. International Health Plus will prepare and issue the Client with a Treatment Plan only after receipt of the deposit.
    9. If the Client wishes to make changes to the agreed Treatment Plan then the Client must notify International Health Plus by email of the requested changes. Any changes will be at the sole discretion of International Health Plus and may incur additional charges. Any requested changes will not be deemed accepted until confirmed in writing by International Health Plus.
    10. If the Client wishes to cancel the agreed Treatment Plan then the Client must notify International Health Plus by email of the cancellation request. If International Health Plus has arranged services for the Client by third party suppliers such as accommodation, travel etc. then cancellation fees will be based on each service provider’s particular terms and conditions.
    11. If the Medical Facility or other service provider cancels or changes services in the agreed Treatment Plan then any refunds to the Client will be between the Client and the Medical Facility or other service provider and solely based on the Terms and Conditions of the Medical Facility or other service provider with no liability on International Health Plus.
    12. If the Client arrives late for treatment then the Medical Facility may cancel the appointment with no obligation to refund any fees paid.
    13. It is the Clients responsibility to settle any aftercare fees which may arise as an additional cost to their treatment plan.  In the event that the client may require additional treatment either through complications after treatment or if not directly related, IHP do have 2 London clinics where we can arrange for the client to be seen / treated at the clients own cost.
    14. The Client agrees to keep International Health Plus informed of any changes to their circumstances or information that may impact on the services offered and any costs incurred as a consequence of such changes are the sole responsibility of the Client. International Health Plus does not accept any responsibility for any additional costs due to these changes.
      1. the Fees shall be calculated in accordance with the Supplier’s standard fee rates, as set out in schedule 3 of this agreement; and
      2. the Supplier shall be entitled to charge the Customer for any expenses (which have been pre-agreed between the parties to the extent possible) reasonably incurred by the individuals whom the Supplier engages in connection with the Services including, but not limited to, travelling expenses, hotel costs, subsistence and any associated expenses, and for the cost of services provided by third parties and required by the Supplier for the performance of the Services, and for the cost of any materials.
    15. The Supplier reserves the right to increase its standard fee rates, provided that such charges cannot be increased more than once in any 12 month period. The Supplier will give the Customer written notice of any such increase 1 month before the proposed date of the increase. If such increase is not acceptable to the Customer, it shall notify the Supplier in writing within 4 weeks of the date of the Supplier’s notice and the Supplier shall have the right without limiting its other rights or remedies to terminate this agreement by giving 4 weeks’ written notice to the Customer. 
    16. The Supplier shall invoice the Customer monthly in arrears.
    17. The Customer shall pay each invoice submitted by the Supplier:
      1. within 14 days of the date of the invoice; and
      2. in full and in cleared funds to a bank account nominated in writing by the Supplier at schedule 4 of this agreement, and

time for payment shall be of the essence of this agreement. 

      1. All amounts payable by the Customer under this agreement are exclusive of amounts in respect of value added tax chargeable for the time being (VAT). Where any taxable supply for VAT purposes is made under this agreement by the Supplier to the Customer, the Customer shall, on receipt of a valid VAT invoice from the Supplier, pay to the Supplier such additional amounts in respect of VAT as are chargeable on the supply of the Services at the same time as payment is due for the supply of the Services. 
      2. If the Customer fails to make any payment due to the Supplier under this agreement by the due date for payment, then the Customer shall pay interest on the overdue amount at the rate of 4% per cent per annum above the Bank of England’s base rate from time to time. Such interest shall accrue on a daily basis from the due date until actual payment of the overdue amount, whether before or after judgment. The Customer shall pay the interest together with the overdue amount.
      3. The Customer shall pay all amounts due under the Contract in full without any set-off, counterclaim, deduction or withholding (except for any deduction or withholding required by law). The Supplier may at any time, without limiting its other rights or remedies, set off any amount owing to it by the Customer against any amount payable by the Supplier to the Customer.
  • Intellectual property rights 
      1. All Intellectual Property Rights in or arising out of or in connection with the Services shall be owned by the Supplier. 
      2. The Customer acknowledges that, in respect of any third party Intellectual Property Rights, the Customer’s use of any such Intellectual Property Rights is conditional on the Supplier obtaining a written licence from the relevant licensor on such terms as will entitle the Supplier to license such rights to the Customer. This is unlikely to be relevant in respect of the Services and so the Supplier will notify the Customer as and when this clause may apply. 
  • Limitation of liability: THE CUSTOMER’S ATTENTION IS PARTICULARLY DRAWN TO THIS CLAUSE 
      1. As stated above, the Supplier provides no medical advice or procedures under this Agreement. The Customer acknowledges and agrees that the Supplier is not responsible in any way for the provision of medical advice and/or the performance of medical procedures by any Medical Services Provider. Further, the Customer hereby indemnifies and keeps indemnified the Supplier against any loss, damage, awards or judgements which the Supplier suffers because the Customer has included it in a claim or threatened claim about the provision of medical advice and/or procedures by any Medical Services Provider. 
      2. The Customer further hereby indemnifies and keeps indemnified the Supplier against any loss, damage, awards, judgements, fines or penalties where the Supplier breaches where any Medical Services Provider or local authority or government initiate any proceedings against the Supplier because the Customer has breached their obligations owed to such Medical Services Provider or local authority or government. 
      3. Notwithstanding the above, nothing in this agreement shall limit or exclude the Supplier’s liability for:
        1. death or personal injury caused by its negligence, or the negligence of its employees; or
        2. fraud or fraudulent misrepresentation; or 
        3. as otherwise required by law. 
      4. Subject to clause 8.1, the Supplier’s total liability to the Customer, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Contract shall be limited to 100% of the total Fees paid under the Contract subject to the Customer’s statutory rights. 
      5. This clause 7 shall survive termination of this agreement. 
  • Termination
      1. Without limiting its other rights or remedies, either party may terminate the Contract by giving the other party 1 month’s written notice.
      2. Without limiting its other rights or remedies but subject to relevant law, either party may terminate the Contract with immediate effect by giving written notice to the other party if:
        1. the other party commits a material breach of any term of the Contract and (if such a breach is remediable) fails to remedy that breach within 14 days of that party being notified in writing to do so;
        2. the Supplier takes any step or action in connection with its entering administration, provisional liquidation or any composition or arrangement with its creditors (other than in relation to a solvent restructuring), being wound up (whether voluntarily or by order of the court, unless for the purpose of a solvent restructuring), having a receiver appointed to any of its assets or ceasing to carry on business or, if the step or action is taken in another jurisdiction, in connection with any analogous procedure in the relevant jurisdiction;
        3. the Supplier suspends, or threatens to suspend, or ceases or threatens to cease to carry on all or a substantial part of its business; or
        4. the other party’s financial position deteriorates to such an extent that in the terminating party’s opinion the other party’s capability to adequately fulfil its obligations under the Contract has been placed in jeopardy.
      3. Without limiting its other rights or remedies, the Supplier may terminate the Contract with immediate effect by giving written notice to the Customer if the Customer fails to pay any amount due under the Contract on the due date for payment and remains in default not less than 28 days after being notified in writing to make such payment.
      4. The Supplier may have to suspend the Services to:
        1. deal with technical problems or make minor technical changes;
        2. update the services to reflect changes in relevant laws and regulatory requirements;
        3. make changes to the Services as requested by the Customer or notified by the Supplier to the Customer as appropriate; and
        4. without prejudice to clause 8.3 above, where the Customer fails to pay any amount due under the Contract on the due date for payment and remains in default not less than 14 days after being notified in writing to make such payment. In such case, the Supplier will contact the Customer to tell the Customer the Services are to be suspended. Services will not be suspended if the Customer has disputed the relevant invoice in good faith. 
  • Consequences of termination
      1. On termination of the Contract for any reason, unless otherwise required by prevailing law: 
        1. the Customer shall immediately pay to the Supplier all of the Supplier’s outstanding unpaid invoices and interest and, in respect of Services supplied but for which no invoice has been submitted, the Supplier shall submit an invoice, which shall be payable by the Customer immediately on receipt; 
        2. the accrued rights, remedies, obligations and liabilities of the parties as at expiry or termination shall be unaffected, including the right to claim damages in respect of any breach of the Contract which existed at or before the date of termination or expiry; and
        3. clauses which expressly or by implication survive termination shall continue in full force and effect.
  • General
    1. Force majeure. Neither party shall be in breach of this Contract nor liable for delay in performing, or failure to perform, any of its obligations under this Contract if such delay or failure result from events, circumstances or causes beyond its reasonable control. 
    2. Assignment and other dealings.
      1. The Supplier may at any time assign, transfer, mortgage, charge, subcontract or deal in any other manner with all or any of its rights under the Contract and may subcontract or delegate in any manner any or all of its obligations under the Contract to any third party or agent.
      2. The Customer shall not, without the prior written consent of the Supplier, assign, transfer, mortgage, charge, subcontract, declare a trust over or deal in any other manner with any or all of its rights or obligations under the Contract.
    3. Data Protection and Access to Medical Records 
      1. For the purposes of performing the Services and related matters and any other legitimate purposes of the Supplier’s business, the Supplier will process personal data, including sensitive personal data, pertaining to the Customer under the Data Protection Act 1998.  The Customer agrees to the processing of this data for these purposes and for other purposes as set out to the Customer from time to time. 
      2. The Customer agrees that the Supplier may make the Customer’s personal data available to those who provide products or services to the Supplier (such as advisers, regulatory authorities, governmental or quasi-governmental organisations) or to any Medical Services Provider. This may include items which are categorised as sensitive personal data under the Data Protection Act 1998 such as medical details.
      3. The Customer agrees that their personal data may be collected and held (in digital or hard copy form), processed and transferred and disclosed by the Supplier as above and that such consent applies regardless of whether their data may be transferred to a country or jurisdiction inside or outside of the European Economic Area, including without limitation to Bahrain and Dubai. If such processing, transfer or disclosure is to occur outside of the European Economic Area, the Supplier will take reasonable steps to ensure your data is adequately protected. 
      4. To the extent that is relevant under the Access to Medical Reports Act 1988 the Customer hereby gives the Supplier any necessary consents to provide their medical information and reports to any Medical Services Provider and such other relevant person, organisation and authorities as is necessary for the provision of the Services.  
    4. Variation. No variation of the Contract shall be effective unless it is in writing and signed by the parties (or their authorised representatives).
    5. Waiver. A waiver of any right or remedy is only effective if given in writing and shall not be deemed a waiver of any subsequent breach or default. A delay or failure to exercise, or the single or partial exercise of, any right or remedy shall not:
      1. waive that or any other right or remedy; or
      2. prevent or restrict the further exercise of that or any other right or remedy.
    6. Severance. If any provision or part-provision of the Contract is or becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any modification to or deletion of a provision or part-provision under this clause shall not affect the validity and enforceability of the rest of the Contract.
    7. Notices.
      1. Any notice or other communication given to a party under or in connection with the Contract shall be in writing, addressed to that party at its registered office or such other address as that party may have specified to the other party in writing in accordance with this clause, and shall be delivered personally, or sent by pre-paid first class post or other next working day delivery service, commercial courier, fax or email.
      2. A notice or other communication shall be deemed to have been received: if delivered personally, when left at the address referred to in clause 10.8(a); if sent by pre-paid first class post or other next working day delivery service, at 9.00 am on the second Business Day after posting; if delivered by commercial courier, on the date and at the time that the courier’s delivery receipt is signed; or, if sent by fax or email, one Business Day after transmission.
      3. The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.
    8. Third parties. No one other than a party to the Contract shall have any right to enforce any of its terms.
    9. Governing law. The Contract, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by, and construed in accordance with the law of England and Wales.
    10. Jurisdiction. Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the Contract or its subject matter or formation.

Schedule 1

The Services 

The Supplier provides medical referral services along the lines as set out below, although such services may vary for different customers depending on their needs. The Supplier does not provide any medical treatment or medical advice whatsoever. 

Step 1 – Initial consultation 

  • The Customer shall submit an enquiry to the Supplier requesting services and detailing their desired treatment and that shall be done through the Supplier’s website, by telephone or in a face to face meeting or as otherwise provided for by the Supplier. If necessary, the Supplier may contact the Customer for further details. A copy of this Agreement will be sent to the Customer after the enquiry has been properly received by the Supplier. 
  • After receiving confirmation that this Agreement has been agreed by the Customer, the Supplier will, using the information provided by the Customer (including, if necessary, any personal data of the Customer), approach Medical Services Providers for quotes in respect of the Customer’s requested treatment. 
  •  As soon as it is reasonably practicable after receipt of such quotes, the Supplier will provide those to the Customer along with, if relevant, costs information about any ancillary support or services which can be provided or arranged by the Supplier as requested by the Customer. For the avoidance of doubt, the Supplier does not negotiate the price for medical treatment or medical advice on behalf of either the Customer or the relevant provider. 
  • Based on the preceding consultation and provision of information to him or her, the Customer makes a decision about which Medical Services Provider they would like to be referred to, if any. That decision is made solely by the Customer. 

Step 2 – The referral

  • After the Customer chooses one of the Medical Services Providers suggested by the Supplier, the Customer agrees to provide to the Supplier and/or the relevant Medical Services Provider further relevant information and documentation about the Customer and their medical issue in order for the Supplier to make an introduction to such provider. This may include the disclosure of medical records to the Supplier and/or the relevant Medical Services Provider and the Customer acknowledges and consents to such disclosure.  
  • The Supplier will then provide any appropriate documents and information and introduce the Customer to the relevant Medical Services Provider. 

Step 3 – Ongoing support

  • The Supplier shall provide administrative and any other relevant support as agreed with the Customer from time to time and for the cost agreed between those parties from time to time. This may include, without limitation, help with travel and accommodation arrangements and consultations to discuss and seek to resolve any relevant matters or issues. Schedule 2

Complaints Procedure

The Supplier intends to follow the complaints process set out below unless the relevant circumstances or prevailing law provides otherwise.  

Step 1: All complaints must be notified to the Supplier using its feedback section within the Customer’s Account Area (details of which have been provided to the Customer). An appropriate case manager will acknowledge receipt of such complaint within 3 Business Days of receipt. 

Step 2: The relevant case manager will investigate the complaint and seek further information if required within 7 Business Days following acknowledgement of the complaint. The case manager in charge of the complaint will write to the Customer confirming the result of their findings. The case manager shall explore options for proceeding whether the complaint was upheld or not. In either event, the case manager might suggest remedies to be performed within a reasonable time, such as but not limited to:

  • Re-perform the Services 
  • Re-perform a particular part of the Services 
  • Assign a new case manager 
  • Increased number of appointments or change to appointment times 
  • Increase the management auditing and quality checks on the relevant case until the complaint has been resolved 
  • Adjustment to the relevant payment plan 

Step 3: If the Customer remains dissatisfied then he or she should request that their complaint be referred to a Manager whereby the above process shall be revisited. 

Step 4: If after following the above steps 1-3 the complaint remains unresolved, the Customer must in writing contact the Supplier’s Board of Directors to review the matter. The Customer agrees that the Board of Directors are entitled to introduce their own remedies to resolve the complaint. 

Subject to any overriding law, the Customer agrees that they will follow all the above Steps 1-4 and allow the Supplier reasonable full opportunity to remedy their complaint and meet its obligations under this Contract before making a request for a refund. Should the matter remain unresolved, the Supplier will comply with any applicable legislation in respect of remedies available to the Customer.  

Any complaints will be recorded in our Central Register for monitoring and management purposes. 

Schedule 3

The Fees

The Supplier currently charges a total fixed fee of £300.00 for both responding to a Customer’s enquiry with information about quotes for treatment given by Medical Services Providers and for introducing the Customer to their selected provider. If no provider is selected the cost remains £300.00. For any additional support or services, the Supplier will agree such costs with the Customer before providing such support or services. 

Schedule 4

Bank Account Details