Terms and Conditions

Updated by: Clara Travers, Director of Services, 14 September 2026

1. Who we are and how to contact us

In this contract:

• ‘We’, ‘us’ or ‘our’ means Emergency Care Gateway Ltd, trading as Makewell, registered with company number 04425698 with its registered office at The Gatehouse, Bradwell Abbey, Alston Drive, Milton Keynes, Buckinghamshire MK13 9AP;
• ‘You’ or ‘your’ means the person buying services from us.
• ‘Services’ means the services provided by Makewell.

You may contact us as follows:

• Email: bookings@weMakewell.co.uk
• Telephone: 01908 731293
• Post: Makewell, The Redbarn, Bradwell Abbey, Alston Drive, Milton Keynes MK13 9AP

2. Using our website

• If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy, govern Makewell’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website. All content on the Makewell website is subject to change. This includes, contents, services provided, description of services, fees for services and special offers.
• Makewell does not maintain any responsibility for the content on external sites linked from its website.
• We endeavour to maintain accurate information on our website but we do not guarantee that the information is free from errors.
• Makewell owns the copyright to all content and the organisation of information on its website. We do not allow unauthorised copying of information from this site.
• ECG and Makewell own all trademarks, trade names, logos, devices and service marks appearing on this website, whether registered or unregistered.

Descriptions and illustrations. Any descriptions or illustrations on our site are published for the sole purpose of giving an approximate idea of the Services described in them. They will not form part of the Contract or have any contractual force.

3. Confidentiality, consent and your information

All information you give us, whether about yourself or your child, is treated confidentially and held securely, in line with our Privacy Policy. We only share your information with people who need it to provide your care or to run our services, for example, our clinical team, or another organisation where you have given your consent.

Any personal information that you provide to us will be dealt with in line with our Privacy Policy which can be accessed via our website and which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

Keeping clear, accurate clinical records is an essential part of safe healthcare. We keep records of your consultations, treatment and the information you provide in line with statutory record-keeping requirements and the standards expected of regulated healthcare providers in the UK. This means your records may be kept for a set period of time, even after your care with us has ended. Our Privacy Policy explains this in more detail.

From time to time, we work with accredited research organisations and may ask your permission to share your anonymised information with them. We will always respect your preferences, and your data will not be shared with researchers without your consent.

For children under 16 years, consultations need to take place with the parent or legal guardian’s consent unless the child is able to provide informed consent in line with the Makewell consent policy.

When our young clients turn 16, UK law treats them as able to make decisions about their own healthcare, in the same way an adult would. In practice, this means that from a young person’s 16th birthday, we need their own permission before we can discuss their care with a parent or guardian, and this includes discussing changing appointment times or requesting repeat prescriptions.

During your appointment, or through pre-assessment questionnaires, you may be asked to complete health information about yourself or your child. It is important that you provide as much information as possible as this could affect the treatment and any advice you are, or are not, given by our clinical team. You will also be requested to confirm your understanding of the risks and benefits of the treatments available and confirm your consent and agree to proceed with treatment and the applicable terms and conditions. You will be required to provide consent for assessment and or treatment.

• Where your appointment requires the completion of pre-assessment information, such as for an ADHD or Autism Assessment or a Travel consultation, your appointment may be cancelled if the necessary information is not received in sufficient time. These timescales will be notified to you at the time of booking.
• For ADHD and Autism assessments, this pre-assessment paperwork must be completed a minimum of two weeks prior to the date of your assessment.

4. Ordering and agreeing to services

• If you buy the Services from us, you agree to be legally bound by these terms and conditions.
• Below, we set out how a legally binding contract between you and us is made.
• Any quotation given by us before you make an order for services is not a binding offer by us to supply the Services.
• When you decide to place an order for the Services with us, this is when you offer to buy such services from us. When you place your order with us, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.
• We may contact you to say that we do not accept your order. If we do this, we will try to tell you promptly why we do not accept your order. This is typically for the following reasons:
  • we cannot carry out the Services (this may be because, for example, we have a shortage of staff);
  • we cannot authorise your payment;
  • you are not allowed to buy the Services from us;
  • we are not allowed to sell the Services to you; or
  • there has been a mistake on the pricing or description of the services.
• We will only accept your order when we email you to confirm this (Confirmation Email). At this point:
  • a legally binding contract will be in place between you and us; and
  • we will confirm your appointment and set out payment terms.

5. The Services

Makewell does not provide an out of hours service.

Enquiries answered by administrative team via email is for guidance purposes only. Makewell will not be held responsible for the accuracy of such information given outside of the formal consultation with clinicians.

We do not provide medical advice through our website. Neither the site nor our services, test information, or products constitute medical advice and you should always seek the advice of your Dr or other registered healthcare professional with any questions you may have regarding any Information or status of your health.

We cannot accept responsibility for non-receipt of emails or unobtainable telephone numbers.

Our carrying out of the Services might be affected by events outside our reasonable control. If this happens, there may be a delay before we can restart the Services; we will make reasonable efforts to limit the effect of the event, keep you informed of the circumstances, and restart the Services as soon as those events have been resolved. We will not be liable or responsible for any failure to perform, or delay in performance of, our obligations that is caused by events outside our reasonable control.

6. Cost and payment

6.1 The cost of the Services shall be set out on our website https://weMakewell.co.uk/. We reserve the right to vary the cost of the Services as deemed necessary and will make sure that the fees section of the website is kept up-to-date.

6.2 You are required to pay for the Services in full before the Services will be performed. For ADHD and ASD assessments, you will be required to pay in full seven days before your appointment. Timely payment is important: we hold a waiting list of clients who could benefit from any appointment slots that are released, and chasing outstanding payments places an unnecessary administrative burden on our team. We would ask that payment is made within the required timescale so that appointments can be confirmed and, where necessary, offered to other clients.

6.3 All consultations entered into with a Makewell clinician, be they doctor, nurse, pharmacist or other Health Professional are subject to a consultation fee.

6.4 The price of the services:

6.5 Family members from the same household may be eligible for a 15% discount on assessments.

6.6 For some services which require a series of appointments, a discounted price may be offered if the series is paid for in full in advance. Current prices are available on our website.

6.7 Payments made under our discounted medication offer are non-transferable and cannot be moved, reassigned or applied to another patient.

6.8 We are not able to accept cash payments over £100 and do not accept £50 notes.

7. Cancellation and Refunds

7.1 We understand that circumstances change and ask that you notify us as far in advance as possible if you need to cancel your appointment. Subject to the notice periods set out below, we will endeavour to rearrange your appointment at a convenient time or refund you, using the same means of payment as the initial transaction, without undue delay, and in any event not later than fourteen days from the date we receive your cancellation.

7.2 To exercise the right to cancel, you must inform us of your decision to cancel in writing (e.g. a letter sent by post or email to bookings@weMakewell.co.uk). If you are emailing us or writing to us, please include your order details to help us to identify it.

7.3 You may cancel non-consultation services up to 14:00 on the day of shipping. You cannot cancel the contract once we have completed the services.

7.4 If you cancel or amend any confirmed consultation date, including online & telephone consultations you must notify us:

• For ADHD and ASD assessments at least 72 working hours before your appointment in order to receive a refund in full.
• For all other services at least 48 working hours before your appointment in order to receive a refund in full.

7.4.1 If you wish to cancel or change a confirmed appointment for ADHD or ASD with less than 48 hours notice you will incur a charge of 50% of the total fee. If less than 24 hours notice is given, or if you do not attend your appointment, the full fee will be payable.

7.5 If a test kit that is provided as part of the services has been opened and the seal broken the right to cancel does not apply as these are not suitable for return.

8. Our liability to you

8.1 We shall not be liable if the results of any tests are not received before your scheduled travel arrangements, and it is your responsibility to ensure that you book for the services in advance of your scheduled travel arrangements to allow sufficient time to receive the results.

8.2 We shall not be liable for consequential, indirect or special losses. We are not liable for any damages which results from a failure by you to provide complete, truthful and accurate information during your consultation.

8.3 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any losses that:

8.4 Nothing in this section, or elsewhere in these Terms and Conditions, affects your statutory legal rights.

9. Behaviour towards our staff

Our staff have the right to work in an environment free from violent, threatening or abusive behaviour and everything will be done to protect that right. At no time will any violent, threatening or abusive behaviour be tolerated.

10. Complaints

Clients who wish to make a complaint regarding their service should email bookings@weMakewell.co.uk.

Makewell will provide an acknowledgement of the complaint within 10 working days, unless a full response can be completed within 30 working days.

11. Disputes, governing law and jurisdiction

11.1 We will try to resolve any disputes with you quickly and efficiently.

11.2 If you are unhappy with: the Services; our service to you generally; or any other matter, please contact us as soon as possible.

11.3 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will let you know that we cannot settle the dispute with you.

11.4 The contract between us and any dispute or claim arising out of, or in connection with, it, its subject matter or formation (including non-contractual disputes or claims) shall be governed by, and construed in accordance with, the laws of England and Wales and the English courts shall have exclusive jurisdiction to settle any dispute or claim.

12. Third party rights

12.1 No one other than a party to this contract has any right to enforce any term of this contract.

13. Severance

13.1 If any provision of the contract (or part of any provision) is or becomes illegal, invalid or unenforceable, the legality, validity and enforceability of any other provision of the contract shall not be affected.

13.2 If any provision of the contract (or part of any provision) is or becomes illegal, invalid or unenforceable but would be legal, valid and enforceable if some part of it was deleted or modified, the provision or part-provision in question shall apply with the minimum such deletions or modifications as may be necessary to make the provision legal, valid and enforceable.

14. Waiver

14.1 No failure, delay or omission by us in exercising any right, power or remedy provided by law or under the contract shall operate as a waiver of that right, power or remedy, nor shall it preclude or restrict any future exercise of that or any other right, power or remedy by us.

14.2 No single or partial exercise of any right, power or remedy provided by law or under the contract by us shall prevent any future exercise of it or the exercise of any other right, power or remedy by us.

15. Notices

15.1 Any formal legal notices should be sent to us at the address set out at the beginning of this notice.