Our Terms & Conditions

Comprehensive guidelines ensuring compliance with UK regulations, including GDPR and consumer protection laws.

Booking and Refund Policy

Important Notice:
By proceeding with our services, you acknowledge and agree to carefully read and understand the following Booking and Cancellation Policy. It is important that you fully understand the terms before confirming your booking.

Booking: To schedule the Initial Patient Assessment, patients must provide accurate personal and medical information. You can choose your preferred consultation method (video call, audio call, phone call).
Service Provided: Upon purchasing the Initial Patient Assessment, the following services are included:
- Collection of the patient’s medical history.
- Evaluation by qualified medical experts to recommend suitable treatment options.
- Cost estimation based on the suggested treatment options.
Payment for Treatment: After the Initial Patient Assessment and cost estimate, if the patient decides to proceed with the treatment, the following conditions apply:
- Patients requiring a visa to the UK/Morocco: A payment of 75% to 100% of the total cost of the treatment is required before we can issue any medical invitations or provide relevant documents for visa applications. The exact percentage will be determined at our discretion, based on the nature and complexity of the treatment.
- Patients not requiring a visa: A payment of 25% to 50% of the total cost is required before we proceed with any further services or treatment arrangements.
Why we require advance payment: Medical services, especially those requiring international travel, involve significant preparation and logistical work prior to the patient’s arrival. The advance payment covers the upfront costs related to arranging the treatment and the necessary administrative processes.
Refunds:
- For patients requiring a visa:
  - In case of visa refusal, a partial refund of up to 80% of the paid amount will be provided upon submission of official proof from the embassy.
  - For other valid cancellation reasons, up to 75% of the paid amount will be refunded.
- For patients not requiring a visa:
  - In case of cancellation for valid reasons, up to 75% of the paid amount will be refunded.
No Refunds: Once the Initial Patient Assessment is completed and the payment has been processed, no refunds will be given for any cancellations or no-shows.

Medical Disclaimer

Important Notice:
By proceeding with our services, you acknowledge and agree to carefully read and understand the following Medical Disclaimer. It is important that you fully understand the terms before confirming your booking.

Scope of Services: The Initial Patient Assessment service is designed to collect medical history and provide preliminary treatment proposals and cost estimates. This service does not involve the prescription of medication or the provision of official medical documentation.
Consultation: The recommendations provided are based on the information you provide. We do not guarantee treatment outcomes, and all decisions related to medical care would be made in consultation with qualified healthcare professionals.
Medical Responsibility: Xeraxon Care does not take responsibility for medical outcomes or treatments that occur outside of our coordinated services.

Patient Rights and Responsibilities

Patient Rights: You have the right to receive quality care, have your privacy respected, and be fully informed about your treatment options.
Patient Responsibilities: You are responsible for providing accurate medical information, complying with medical instructions, and attending scheduled appointments.

Equality and Non-Discrimination Policy

We are committed to providing equal treatment and services to all patients, regardless of age, gender, race, disability, sexual orientation, religion, or any other protected characteristic. Discrimination will not be tolerated in any form.

Complaints and Dispute Resolution

If you are dissatisfied with the service provided, please contact us within 30 days of your appointment. We will aim to resolve any complaints as quickly as possible.
If the issue is not resolved to your satisfaction, you can escalate the matter to the UK Care Quality Commission (CQC) or other relevant regulatory bodies.

Accessibility Policy

We are committed to making our services accessible to all patients. If you have specific accessibility requirements (e.g., assistance with communication or mobility), please let us know so we can make necessary accommodations.

Governing Law and Jurisdiction

These policies are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the English courts.

Privacy Policy

Important Notice:
By proceeding with our services, you acknowledge and agree to carefully read and understand the following Privacy Policy. It is important that you fully understand the terms before confirming your booking.

Xeraxon Care website is owned by Xeraxon Care LTD, which is a data controller of your personal data.

We are committed to safeguarding your personal and medical data. We comply with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.

We take care of your personal data and undertake to guarantee its confidentiality and security.

Personal information we collect:

Data Collection: We collect only the necessary personal and medical information required for providing our services.
Data Usage: Your data will be used strictly for the purposes of providing your initial patient assessment, treatment proposals, and relevant medical referrals.
Data Sharing: We do not share your personal data with third parties, except with your explicit consent or where required by law (e.g., to facilitate treatment with medical providers).
Data Security: All data will be stored securely and processed by authorised staff only.
Your Rights: You have the right to request access, correction, or deletion of your data, as well as the right to withdraw consent at any time.

Why do we process your data?

Our top priority is customer data security, and, as such, we may process only minimal user data, only as much as it is absolutely necessary to maintain the website. Information collected automatically is used only to identify potential cases of abuse and establish statistical information regarding website usage. This statistical information is not otherwise aggregated in such a way that it would identify any particular user of the system.

You can visit the website without telling us who you are or revealing any information, by which someone could identify you as a specific, identifiable individual. If, however, you wish to use some of the website’s features, or you wish to receive our newsletter or provide other details by filling a form, you may provide personal data to us, such as your email, first name, last name, city of residence, organisation, telephone number. You can choose not to provide us with your personal data, but then you may not be able to take advantage of some of the website’s features. For example, you won’t be able to receive our Newsletter or contact us directly from the website. Users who are uncertain about what information is mandatory are welcome to contact us via customerservice@xeraxon.com.

Your rights:

If you are a European resident, you have the following rights related to your personal data:

The right to be informed.
The right of access.
The right to rectification.
The right to erasure.
The right to restrict processing.
The right to data portability.
The right to object.
Rights in relation to automated decision-making and profiling.

If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident, we note that we are processing your information in order to fulfill contracts we might have with you (for example, if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information might be transferred outside of Europe, including Canada and the United States.

Links to other websites:

Our website may contain links to other websites that are not owned or controlled by us. Please be aware that we are not responsible for such other websites or third parties' privacy practices. We encourage you to be aware when you leave our website and read the privacy statements of each website that may collect personal information.

Information security:

We secure information you provide on computer servers in a controlled, secure environment, protected from unauthorised access, use, or disclosure. We keep reasonable administrative, technical, and physical safeguards to protect against unauthorized access, use, modification, and personal data disclosure in its control and custody. However, no data transmission over the Internet or wireless network can be guaranteed.

Legal disclosure:

We will disclose any information we collect, use or receive if required or permitted by law, such as to comply with a subpoena or similar legal process, and when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request.

Contact information:

If you would like to contact us to understand more about this Policy or wish to contact us concerning any matter relating to individual rights and your Personal Information, you may send an email to customerservice@xeraxon.com.

Our Agency Policies

Learn about our integral policies ensuring compliance with UK regulations, including GDPR, consumer protection, and healthcare standards.

Regulations:

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Consumer Protection from Unfair Trading Regulations 2008 (CPRs)
GDPR and the DPA 2018.
Consumer Rights Act 2015 & The Consumer Contracts Regulations 2013.
Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
The Equality Act 2010.
Financial Services and Markets Act 2000 (FSMA).
The Care Quality Commission (CQC) Regulations.
General Data Protection Regulation (GDPR) (EU 2016/679)