Terms and Conditions for Hero Health

Hero Health's mission is to provide software for patients to find, book and pay for appointments, and for practices to enable billing for delivery of services not funded by the NHS.  We think that transparency about costs of private healthcare is very important and we want to make sure that you have as much information as possible about the costs that arise when you choose to use our service.

For patients - We connect patients with GPs delivering private services around the country, enabling them to check live appointment availability and instantly book and pay online.

For medical practices - We automate patient booking and manage the entire payment process, empowering practice administration to focus on supporting clinicians in delivering safe and effective medical care. We direct patients to our partner practices, helping them to achieve the growth they require.

Please read our terms and conditions carefully as it is important that you understand them. You will be asked to accept them as part of the registration process.

We may amend these terms and conditions from time to time. Please check to ensure that you understand the terms that will apply at the time you enter into a transaction with us.

About us

We are Hero Doctor Limited (company number: 10924177). Our principle place of business is Mayfield House, 256 Banbury Road, Oxford OX32 7DE.  Our phone number is 01865 423 425 and we can be contacted by email on info@oxfordprivategp.com

What we do

We allow you to book on line appointments with private GPs and other healthcare professionals (HCPs) via our website.  When you book an appointment you are booking a time slot with a particular HCP.  During your consultation HCPs will assess, diagnose and manage any health issue.

HCPs will do what they can to resolve any queries, requests or symptoms but they cannot guarantee any particular outcome from your consultation. This is because as part of good medical practice all HCPs must be familiar with guidance that is relevant to their work, and must work only within those guidelines and framework.  Refunds will not be given if a desired outcome cannot be achieved on this basis.

Additional fees – in consultation

When you book on line you are paying for consultation time with a healthcare professional (HCP).  During your consultation the HCP may advise investigations such as blood or urine tests, ecgs.  They may also recommend immunisations or medication for you to take.  The costs of any of these are not included in your consultation fee.

If any further tests or treatment are recommended your practitioner will discuss these costs with you.  Once you have agreed to these fees you will be invoiced, usually to the card that you have used to book your appointment.  If you chose not to accept these costs we will not be able to undertake any additional tests or to issue pharmacy items.

Additional time

Your appointment is for a pre-agreed time and will finish in time for records to be updated.  For instance, the face-to-face segment of a 30 minute appointment will end after a maximum of 25 minutes.  Any administration, research undertaken or referrals done within that time is included in your appointment.

If it becomes apparent that your healthcare professional is not able to complete the work required within your consultation you will be advised that additional time is required.  Additional time is charged in 15 minute increments and you will be advised of any such costs in advance. You agree to bear the costs of additional time spent with your HCP.


You understand and acknowledge that before test result are made available to you, you may be asked to pay for an additional consultation with a practitioner in order to discuss these results.

Limitation of liability

Hero takes reasonable care to include accurate and up to date information on the website but does not accept responsibility arising for errors or omissions.

All information provided on our website is general in nature and does not constitute any medical or other form of advice.

Hero will not be liable for any damages or losses whatsoever arising from access to or use of information from the website including without limitation, damages for loss of profits, loss of information or damage to systems due to viruses or other harmful entities.

Hero does not guarantee the security of any information sent to the website via the internet and such information is sent at the user’s own risk

Bookings with Healthcare practitioners

Information appearing on Hero website is provided by third parties and so Hero will have no liability in respect of any loss or damage arising from third party service provider (healthcare practitioner) information.

Hero will determine at its discretion, the method by which it confirms appointments to users. This is the only service which Hero provides to users.  Thereafter Hero is not responsible for any further dealings between user and healthcare practitioner and has no liability in respect of this.

Hero is not an agent for any healthcare practitioner listed on its website and has no responsibility for and no liability whatsoever in respect of the conduct of an appointment by the practitioner or quality of the service provided by the practitioner.


Appointments are refundable if cancelled 24 hours (working days) in advance of appointment time. Otherwise no refund applies.

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