Membership Terms & Conditions

Emerald Urgent Care

Membership Terms & Conditions  

1. Annual Subscription Services 

1.1 Emerald Urgent Care reserves the right to withdraw your membership and recommend alternative care pathways if the required level of care exceeds what is deemed reasonable under this scheme or if the clinic does not provide the necessary services. 

1.2 The standard Emerald Urgent Care appointment is 20 minutes. 

1.3 We will provide a private prescription for any medication, which you can obtain from your local pharmacy. There is no additional charge for the prescription itself, but pharmacy charges will apply. 

1.4 Regular consumables used during appointments are included at no additional charge. However, medications, vaccinations, special dressings, or laboratory tests will incur a charge, which will be specified during your appointment. 

1.5 We will use reasonable efforts to arrange an appointment with a clinician within 24 hours of your request. 

1.6 If you use any Emerald Urgent Care services not included in your membership plan, additional charges will apply. All such costs will be detailed to you beforehand and charged according to our Emerald Urgent Care standard payment terms. 

2. Term & Termination 

2.1 These terms apply for the duration of your Membership Period plus any extended period unless either party elects to terminate the agreement. 

2.2 Subscription cancellation requests must be submitted within 14 days of the Membership Period start date to receive a full refund subject to Clause 3.1. 

2.3 After the initial 12month Membership Period, subscription fees may be increased at any time. 

2.4 Once we have begun providing services, we may cancel these Terms at any time by giving you at least 30 calendar days' written notice. If you have prepaid for any services not yet provided, we will refund those amounts on a pro-rata basis. 

2.5 You may immediately terminate your membership if: 

a) We fail to comply with this agreement in a material way and do not correct the issue within 20 working days of receiving written notification from you. 
b) We go into liquidation, or a receiver or administrator is appointed over our assets.  
c) We are unable to deliver the agreed services due to an event outside our control. 
d) Changes to these terms and conditions place you at a material disadvantage.

2.6 We may terminate your membership without delay if: 

a) You fail to make a required payment.  
b)  You fail to attend three (3) appointments without informing us.  
c)    You materially breach the contract and do not remedy the situation within 20 working days of our written request. 
d)    We are affected by an event outside of our control.  

3. Cancellation of Membership 

3.1 You have the right to cancel your membership within 14 days of the start date (“Cancellation Period”). Refunds will be issued within 14 days of receiving your cancellation request. If you have used any services during this period, the cost of these services (based on the pay-as-you-go rates listed on our website or marketing materials) will be deducted from your refund or charged separately, as appropriate. 

3.2 Membership is for a minimum term of 12 months, renewing annually unless cancelled at least 30 days before the renewal date by phone (02892 441144) or email (memberships@emeraldurgentcare.co.uk). Refunds are not available after the 14day cooling-off period. If you cancel within the 14day period and have already used membership benefits, these service costs will be deducted from your refund. If the cost of services used exceeds your total subscription payments, you will be liable for the difference. You may also end your agreement after 12 months if services become unavailable for reasons outside our control or if we introduce a material change to the terms that you do not accept. 

3.3 If an individual repeatedly uses Emerald Urgent Care services inappropriately, we may cancel their membership immediately to protect the service quality for all members. 

3.4 If your membership is used fraudulently, it will be immediately cancelled without a refund. You will be liable for the cost of any services accessed through fraudulent use.  

3.5 Membership is non-transferable and cannot be assigned to another person.  

3.6 The benefits and offers associated with this membership may change without notice. Where possible, an equivalent health service benefit will be provided as a replacement. 

4. Appointment Management  

4.1 Arriving more than 10 minutes late may result in the clinician being unable to see you. This decision is made at the discretion of the clinician and Emerald Urgent Care team. If we cannot accommodate your appointment due to your late arrival, it will be recorded as a missed appointment and may be rescheduled. Repeated missed or cancelled appointments may prompt a review of your membership. 

4.2 Appointments that carry a monetary value and cancelled within 24 hours of the scheduled time will be treated as missed appointments and charged at the full value.  

4.3 In Person Appointments 

Because appointments are scheduled for fixed time slots, we can only see you during the time allotted. If you arrive early, you may be asked to wait until your appointment begins. If you arrive late, the session cannot be extended beyond the scheduled finish time. 

4.4 Online or Telephone Appointments 

For sessions conducted by phone or online platform, we will call you at the agreed start time. If the first call is unanswered, we will attempt a second call shortly afterwards. 

If the second attempt is also unsuccessful, we ask that you contact us as soon as you are able to take the call. However, the session will still run from the original scheduled time. 

Although technical failures are rare, if a platform issue occurs on our side, we will make every effort to continue the appointment using an alternative communication method. 

4.5 Cancellations 

We operate a 24hour cancellation policy. 
Appointments cancelled more than 24 hours in advance will not incur any charge. 

Cancellations made within 24 hours, or failure to attend an appointment, will be charged at the full appointment rate because the time has been reserved for you. 

4.6 Exceptional Circumstances 

We understand that unexpected events occasionally occur. If you believe you may be unable to attend when booking your appointment, please tell us in advance so we can try to offer additional flexibility. 

If a genuine emergency prevents both attendance and prior notice, we may consider at our sole discretion to waiver any fees associated with your appointment. 

Repeated cancellations may result in us requesting a nonrefundable prepayment to secure future appointments. This prepayment would not be refunded, even when cancellations are made outside the usual 24hour window. 

4.7 If We Cancel 

If we are unable to provide a session due to unforeseen circumstances, we will notify you as early as possible. You will not be charged for any appointment we cancel, and we will make every effort to reschedule at a time convenient for you.

5. Failed or Missed Membership Payments  

5.1 If a membership payment is unsuccessful, a second attempt will automatically be made within 72 hours. If this repeated attempt also fails, the membership will be placed on temporary suspension. Should payment be received within five (5) days of the failed transaction, the membership will be reinstated. If no payment is received after five days, the membership will be permanently suspended and any unused benefits or appointments will be forfeited. Please note this will affect all patients connected to your membership. Any future appointments at Emerald Urgent Care would be on a pay as you go basis.

5.2 If your membership has been suspended and you wish to reactivate it; you may do so by submitting a new request for membership. 

5.3 If payments continue to be overdue after the 14day cooling off period, we may pursue all legal options available to recover the outstanding amounts.

6. Liability 

6.1 We are liable for loss or damage you experience if it is a foreseeable result of us failing to comply with these terms or acting negligently. Losses are considered foreseeable if they are an obvious outcome of our actions or if both parties understood them as possible at the time this agreement was made. We are not responsible for losses that are not foreseeable. 

6.2 We do not exclude or restrict our liability for: 

a) Death or personal injury caused by our negligence or that of our employees, agents, or subcontractors.
b) Fraud or fraudulent misrepresentation. 
c) Breaches of the implied terms in Sections of the Consumer Rights Act 2015, relating to description, satisfactory quality, fitness for purpose, and samples. 

6.3 The Company shall not be liable for any delay or failure to perform any of its obligations if the delay or failure is due to any cause beyond the Company’s reasonable control.

7. Information and Contact Details 

7.1 Emerald Urgent Care Limited is a registered company in Northern Ireland. Our registration number is NI724085, and our registered office address is: 
Second Floor Healthworks, 87–91 Great Victoria Street, 
Belfast, Northern Ireland, BT2 7AG. 

7.2 For questions or complaints, please contact us by phone at 02892 441144 or by email at memberships@emeraldurgentcare.co.uk. 

7.3 Where written notice is required (including cancellation requests), please send this by email to memberships@emeraldurgentcare.co.uk. We will acknowledge receipt in writing via email.

8. How We Use Your Information 

8.1 We, or other companies within our Group, may use your personal data to send you information about services that may be relevant or of interest to you and are similar to those included in this agreement. Contact may be made through digital channels such as email or SMS. 

8.2 If you prefer not to receive marketing communications, please notify us by emailing memberships@emeraldurgentcare.co.uk.

9. General Terms 

9.1 This membership does not operate as an emergency or out of hours service and does not replace NHS paramedic or NHS GP provision. 

9.2 We strongly advise that you remain registered with an NHS GP throughout the duration of your membership. 

9.3 Although we administer the membership scheme, we are not responsible for any injury, loss, or damage arising directly or indirectly from advice provided by third parties associated with the scheme. 

9.4 We may transfer our rights and responsibilities under these terms to another organisation. If this happens, you will be informed in writing, and your rights will not be affected. 

9.5 This agreement is solely between you and Emerald Urgent Care. No third party has any right to enforce its terms. 

9.6 Emerald Urgent Care maintains appropriate professional indemnity insurance for its staff and operates in accordance with UK statutory requirements and recognised clinical best practice guidelines. 

9.7 If we do not immediately enforce any part of this agreement, or if we delay taking action, this does not remove your obligation to comply. A waiver of any breach must be issued in writing and does not imply that future breaches will be waived. 

9.8 This agreement is governed by the laws of Northern Ireland, and any legal proceedings will fall under the exclusive jurisdiction of the Northern Irish courts.