Terms & Conditions

Revised by: Helen Hodges Reviewed: 16/08/2023
Next Review 16/08/2024

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; and ‘You’ or ‘your’ means the person buying services from us. ‘Services’ means the services provided by MakeWell.

You may contact us as follows:


01908 731293

The Redbarn,
Bradwell Abbey,
Alston Drive,
Milton Keynes MK13 9AP

Use of Website

If you continue to browse and use this 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.

1 Introduction

1.1 If you buy the Services from us, you agree to be legally bound by these terms and

2 Your privacy and personal information

2.1 Our Privacy Policy is available on our website.

2.2 Your privacy and personal information are important to us. We will ensure that all client details and records are kept in the strictest of confidence.

2.3 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.

3 Ordering services from us

3.1 Below, we set out how a legally binding contract between you and us is made.

3.2 Any quotation given by us before you make an order for services is not a binding offer by us to supply the Services.

3.3 When you decide to place an order for the Services with us, this is when you offer to buy such services from us.

3.4 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.

3.5 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:

3.5.1 we cannot carry out the Services (this may be because, for example, we have a
shortage of staff);
3.5.2 we cannot authorise your payment;
3.5.3 you are not allowed to buy the Services from us;
3.5.4 we are not allowed to sell the Services to you; or
3.5.5 there has been a mistake on the pricing or description of the services.
3.5.6 We will only accept your order when we email you to confirm this (Confirmation
Email). At this point:
3.5.7 a legally binding contract will be in place between you and us; and
3.5.8 we will confirm your appointment and set out payment terms.

4 The Services

4.1 Our carrying out of the Services might be affected by events beyond our reasonable control. If so, there might be a delay before we can restart the Services, having made reasonable efforts to limit the effect of any of those events and having kept you informed of the circumstances, but we will try to restart the Services as soon as those events have been resolved.

4.2 For children under 16 years, consultations need to take place with the parent or legal guardian.

4.3 During the consultation process you will be asked to complete a health questionnaire. It is important that you disclose all relevant facts as this could affect the treatment and any advice you are, or are not, given by our pharmacists and / or nurses. You will also be requested to confirm your understanding of the risks and benefits of the treatments available and confirm you consent and agree to proceed with treatment and the applicable terms and conditions. You will be required to sign a consent form to document this.

4.4 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.

4.5 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.

4.6 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.

4.7 Makewell does not provide an out of hours service.

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

4.9 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.

5 Cost and cancellation

5.1 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.

5.2 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 one week before your appointment.

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

5.4 The price of the services:

5.4.1 is in pounds sterling (£)(GBP); and

5.4.2 includes VAT at the applicable rate where chargeable.

6 Cancellation and Refunds

6.1 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 timescales at 6.2 and 6.3 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.

6.2 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.org.uk. If you are emailing us or writing to us, please include your order details to help us to identify it.

6.3 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.

6.4 If you cancel any consultation, 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.

6.4.1 For ADHD consultations and assessments only, including medication review, you will be charged 50% of the consultation fee, if you cancel between 24 and 48 working hours before your appointment.

6.5 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. PLEASE NOTE: For public health reasons no cancelations of COVID-19 Test Kits can be accepted after a COVID-19 Test Kit has been shipped.

7 Limit on our responsibility to you

7.1 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.

7.2 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.

7.3 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:

7.3.1 losses that:
7.3.2 were not foreseeable to you and us when the contract was formed; or
7.3.3 that were not caused by any breach on our part;
7.3.4 business losses; and
7.3.5 losses to non-consumers.

8 Nothing in this section or elsewhere in our Terms & Conditions affects your statutory legal rights.

8.1 Notices

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

9 Events outside our control

9.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control.

10 Disputes and governing law and jurisdiction

10.1 We will try to resolve any disputes with you quickly and efficiently.
10.2 If you are unhappy with: the Services; our service to you generally; or any other matter, please contact us as soon as possible.

10.3 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.

10.4 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.

11 Third party rights

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

12 Severance

12.1 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.

12.2 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.

13 Waiver

13.1 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.

13.2 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.

14 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.