TERMS & CONDITIONS
MORE THAN HEALTH AG
1. These terms
1.1 What these terms cover: These are the terms and conditions on which we supply services to you as a private client/patient of More Than Health AG and which services are described on our website www.morethanhealth.com
1.2 Please read this information fully as use of the membership, packages or services is subject to the following Terms and Conditions. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other valuable information. If you have any questions in relation to these terms, please contact us to discuss.
1.3 Important - please note the following:
(a) A minor under the age of 18 is only permitted to use the services if the minor’s parent or guardian makes a booking for an appointment and the parent or guardian is present during the appointment, the only exception being, that minors between the age of 16 and 18 can attend an appointment with or without a parent present (but the booking for the appointment must still be made via their parent or guardian).
(b) You must not use our services for any inappropriate purposes (including, without limitation, to obtain clinically inappropriate prescriptions).
(c) Following an appointment with one of the members of our team you must seek further medical advice from us or another healthcare professional if you have any concerns about the information given to you by one of our doctors or if your condition changes, and you must seek immediate medical assistance if you suffer adverse or unexpected effects of any treatment, medicine or healthcare product recommended to you by one of our doctors or practitioners.
(d) You acknowledge that any information on our website is for general educational and informational purposes only and is not intended to amount to advice from a doctor on which you should rely.
2. Information about us and how to contact us
2.1 Who we are: More Than Health AG is registered in Switzerland with the company registry of the city of Zug. Registration number: CHE-157.331.251. The registered office is Industriestrasse 16, 6300 Zug, Switzerland.
2.2 How to contact us for all enquiries or to make appointments: You can contact us at Industriestrasse 16, 6300 Zug, Switzerland and/or on +44 7855 033978 and firstname.lastname@example.org
2.3 How we may contact you: If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. When we use the words “writing” or “written” in these terms, this includes emails.
3. Our services
3.1 We offer a highly personalised service including consultations. A full list of our membership options and services is available on our website, but should a service not be included on our website please do contact us to find out if we can offer the service you require.
3.2 Services are provided by doctors or practitioners who have all required qualifications and registrations. Our doctors will make an expert assessment to evaluate the treatment you require. Our team of expert clinicians will consider your medical history, national guidelines, and your particular needs. Our expert clinicians’ postgraduate training will have included either specialist training, and/or biological systems medicine training, which will assist them in evaluating the treatment you require.
3.3 Where you instruct your doctor to do so, we may send a report or communicate with other third-party healthcare professionals relating to the treatment and services we are offering you. This is especially important to anyone who is experiencing a chronic illness whilst under the care of More Than Health AG.
3.4 Additional information: You can find additional information about our services including our membership models, the duration of appointments, cancellation policies, repeat prescriptions on our website www.morethanhealth.com or please contact us if you like to enquire about additional services.
3.5 Making an appointment as a standalone or as part of one of our membership options: You can make an appointment for our services by telephone or by email. Appointments are subject to availability and are only made available to you at our sole discretion. We do not make any guarantee as to the availability of any single practitioner at any time but aim to always provide you with the practitioners according to your agreed schedule. Appointments must be confirmed by us in writing for them to be taken as having been agreed.
3.6 Information we need from you: We will need to take some information from you to provide the services:
(a) Certain personal details will be taken from you to confirm your appointment, details of which are set out in our Privacy Notice available on our website www.morethanhealth.com
(b) If you have a letter of referral or other medical correspondence or results then please upload them onto our patient management system prior to the appointment or bring them to your appointment together with any details of existing or previous medication and supplements taken for your current conditions
(c) Full and accurate information about your medical history and current symptoms will need to be disclosed to the doctor or practitioner who treats you prior to your consultation. You will need to complete a registration document and a detailed questionnaire on your medical history. This allows your doctor not only to direct you from a traditional medical perspective but also to understand some of the root causes that may underlie your current status of health.
(d) New clients/patients will be asked to bring the results from tests, for example bloods, scans, X-rays, carried out in the previous 18 months by another health care provider.
3.7 What happens if you do not provide information we need: If you do not provide us with the information we need, we may not be able to treat you and we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for providing the services late or not providing any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
3.8 How we will accept your order for our services as a new client/patient: When you make an appointment for our services as a new client/patient you are making an offer to buy our services. Your offer will only be accepted by us, and a contract formed when we have confirmed your appointment in writing or by telephone and you have paid a deposit as agreed in your contract.
3.9 Receiving medication: You understand and accept that there is no guarantee that any of our doctors will issue you with a prescription. Issuing prescriptions is at the sole discretion of our doctors.
3.10 We are not responsible for delays outside our control. If our performance of the services is affected by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.
3.11 Reasons we may suspend the services: We may have to suspend the services to reflect changes in relevant laws and regulatory requirements or amend the services as requested by you or notified by us to you, which may affect your appointments.
3.12 Referrals: Should you be experiencing complex medical symptoms which requires specialist attention we may, where appropriate, refer you to a specialist medical practitioner or consultant who may not work at the Clinic. We are not responsible or liable for any advice or treatment an external medical practitioner offers you, regardless of whether we made the original referral.
3.13 Membership Services: We offer Membership on an on-going (automatic renewal) basis. The contract is for 12 months, with the option to pay an annual fee in advance, with a 10% discount. Or paid monthly, either by Direct Debit or on the 5th of each month (or the next working day). Membership renewal is automatic unless you advise us of your wish to terminate at least twenty working days before the contract expires, along with and changes to Terms and Conditions that will take effect at your renewal. An overview of the services included is on the website under https://www.morethanhealth.com/services-1
3.14 Additional packages: Packages to add on to the membership services are available on an annual or one-off basis. Packages are paid up front and are valid until the end of a 12 months period unless otherwise specified.
3.15 Membership/Package cost does not provide for:
- cost of associated blood tests (unless otherwise specified)
- costs of medicines prescribed or medicines or nutritional supplements recommended
- costs of vaccinations or other medical consumables or additional services
- costs incurred by referrals to any consultants or external specialists
- costs for additional diagnostic or other medical procedures
- cost of requests for writing reports or letters that are not associated with your More Than Health package
- costs for home visits or travel expenses for members of the team travelling to you
- cost of missed appointments
- cost for consultations or appointments outside of the package period or beyond what is covered by the Membership.
3.16 Retreats: Separate payment, booking and cancellation policies apply to the More Than Health Retreats.
4. Our charges
4.1 The prices for our packages and additional consultations with our doctors and other services are set out on our website at the date you make an appointment unless we have agreed another price in writing. We will confirm our prices before accepting your appointment.
4.2 Costs for additional services are charged on a time-spent basis: If you request services that are outside of the scope of the More Than Health packages you may incur additional costs for requested medical reports or other reports or correspondence, telephone calls conducted by the doctor on a time spent basis and laboratory fees. We will always inform you when a service is outside of the package cover and wherever possible we will notify you of these costs prior to providing you with our services but, in the event, we are unable to, our prices will be as set out in the Pricing guide on our website. This will be documented and kept on our internal records. You will be charged for these costs in addition to the cost of packages or treatment you receive.
4.3 VAT: Appointments are exempt from VAT but where VAT is applicable to any of our services, our prices always include VAT at the applicable rate.
4.4 Referrals to third parties: If you are referred to a specialist for other services, such as X-rays, scans, etc, you may be billed by More Than Health on behalf of the third-party provider.
4.5 Cancellation of appointments: If cancelled within 48 hours, 50% of the consultation fee will be charged. If cancelled within 24 hours, 100% of the consultation fee will be charged. Missed appointments will also be charged at 100% of the consultation fee. Repeated missed appointments will require consultation fees being paid upfront. In the event that a member of the team was booked to travel to the client/patient and change of the travel arrangements is not possible anymore, the client/patient is responsible for the travel expenses to 100%.
4.6 Cancellation of Membership or Packages: You have the right to cancel your membership or package within a 14-day period commencing either from the agreement of the contract (which is the date of signing the initial contract or the renewal dater for renewing an annual packages) or the receipt of the agreement documents, whichever happens later. Cancellations must be confirmed by the client/patient in writing. If you wish to cancel after the 14 days period, subject to any other statutory rights you may have, there will be no refund of the package fee.
We may end the contract between us, terminating your right to use the services, if:
(a) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services, as described in clause 3.3 above
(b) you do not make any payment to us when it is due and you still do not make payment within 30 days of us reminding you that payment is overdue
(c) you seriously (as reasonably determined by us) or repeatedly breach any of these terms.
In that case we would write to you to let you know that we are going to stop providing the services. We will always try to let you know in advance of our stopping the supply of the services.
(a) A new client/patient: we will take full payment at the time you make our appointment, either online or by telephone.
(b) An existing client/patient: We request clients/patients to pay the fees either in full upfront or on a monthly basis. We also request that all invoices for additional services are paid immediately after your consultation has taken place. Alternatively, we may agree to issue an invoice for our services within five working days of the date of your appointment. Invoices must be paid within 30 days of the date of the invoice.
4.8 More Than Health has agreements in place with various laboratories both in the UK and other European countries. Due to our specialist training in Functional and Modern Mayr Medicine, we have access to laboratories which are more research-based, dealing with biological systems. These laboratories are either stand-alone or research based in association with universities. As these tests are not available via the standard health services, they are naturally less frequently used, and costs can be high. Costs and information relating to all tests will be discussed with you, we will also provide you with written information upon your explicit request regarding the laboratories, which includes information on how they are regulated, how data is to be processed, for you to decide whether you wish to progress with the respective test that may be appropriate for your needs.
4.9 Late payment: We can charge interest if you make any payment late. If you do not make any payment to us by the due date, we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of our bank Zuger Kantonalbank. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount and other possible charges associated and related to the defaulted payment.
4.10 What to do if you think an invoice is wrong: If you think an invoice is wrong, please contact us promptly to let us know; email@example.com. You will not have to pay any interest until the query is resolved. Once the query is resolved we will charge you interest on properly due sums from the original due date.
5. Changes to the services
5.1 Your right to make changes: If you wish to make a change to the services, for example to request to see a different member of the team at a certain time or if you want to change the date of your appointment, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about changes in writing, if any, to the price of the services, their timing or anything else which would be necessary as a result of your requested change and ask you to confirm in writing whether you wish to go ahead with the change.
5.2 Our right to make changes. We may change the services to reflect changes in relevant laws and regulatory requirements and/or for business reasons, for example because a particular member of the team or appointment time is not available. In addition, we may make changes to these terms or the services, but if we do so we will notify you and you may then contact us to end the contract.
6. Your rights to end the contract
6.1 You can always end the contract before the services have been supplied and paid for. You may contact us at any time to end the contract for the services, including by cancelling your package or an appointment, but in some circumstances, we may charge you certain sums for doing so, as described before.
7. If there is a problem with the services
7.1 How to tell us about problems. More Than Health is very conscious of client satisfaction. We follow up with you regularly to assess your satisfaction with our services. If, however, there is any dissatisfaction with the service, in
the first instance to please contact Dieter Trutschler firstname.lastname@example.org who will do all he can to resolve the issue. If you wish to escalate a concern please submit it as soon as possible after the event giving rise to the complaint, within 28 days if possible or at least within 6 months. Dr Franziska Meuschel will then ensure that all relevant clinical details are provided and arrange for the complaint to be investigated. Please
submit complaints to email@example.com
We take complaints very seriously and consider them as a useful guide to improve our services. For further information please refer to our Complaints Procedure.
8. Liability for loss of profit
8.1. More Than Health AG shall not, in any event, and to the extent permitted by law , have any responsibility of any increased costs or expenses, for any loss of profit, business, contracts, revenue or anticipated savings or for any special, indirect or consequential losses incurred as a result of or in connection with any service, whether resulting from tort (including negligence or breach of statutory duty), break of agreement or otherwise.
8.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
9. Other important terms
9.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
9.2 You may only transfer your rights or obligations under these terms with our written consent.
9.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
9.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
9.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the services, we can still require you to make the payment at a later date.
More Than Health keeps medical records confidential and complies with the General Data Protection Regulation (GDPR) and Data Protection Act 2018.
We hold your medical records so that you have a safe place to always have access to and we can provide you with safe care and treatment. We will also use your information so that we can check and review the quality of the care we provide. This helps us to improve our services to you.
The confidentiality of your information is particularly important to us, and we comply with date protection legislations and medical confidentiality guidelines of our professional bodies (in the UK the General Medical Council).
We will share relevant information from your medical records with other health care professionals when they provide you with care. For example, when you are referred to a consultant, or when we send details about your prescription to your chosen pharmacy. We recommend that we share the care given to you here with your primary health care provider – however we will only do this with your written consent and would provide you with copies of all correspondence.
You have the right to object to information being shared for your own care and such objection must be submitted in writing, however this might affect the care you receive; please speak to Dr Meuschel or another member of the team if you wish to object. Please be aware that even if you do not want us to share information with your primary physician, we will still insist that you provide us with those details, as we might need them in case of an emergency.
You have the right of access to the data that we hold about you and to receive a copy. Parents may access their child’s records if this is in the child’s best interests and not contrary to a competent child’s wishes. Formal applications for access must be in writing.. You also have the right to have any errors or mistakes corrected. Please speak to Dr Meuschel or a member of our team immediately if you feel that there has been an error in our documentation.
We aim to provide our services paperless. All clients/patients who receive care are registered on our patient management system and only in rare cases when we temporarily hold hard copies, they will be stored in a locked filing system. Our database can hold:
- your name, address,
- date of birth,
- telephone number,
- address and email address,
- next of kin,
- confirmation of the details of your primary care provider,
- your bank details.
We will ask you to tell us immediately when there are changes to your personal details such as name, address, telephone number, email address or bank account details where applicable. We will remind you yearly to update your medical history and contact details.
Our patient management system also holds your medical records and is set up so that this clinical data is only accessible to authorised Team members, those who are directly involved in your care.
All Team members follow our confidentiality policy, please let us know if you would like to see a copy.
Other information that we will hold from you apart from contact details that you provide when you register with us can be:
- past and current medical conditions,
- X-rays and clinical photographs,
- information about your treatment that we have provided or propose and its cost,
- notes of conversations or incidents that might occur for which a record needs to be kept,
- records of consent to treatment,
- any correspondence relating to you from yourself or other health care professionals
We presently use Function365 as our main patient management tool, please ask us if you would like to know more about the system and the way we store and handle the data for you.
Medical records will be kept in line with the law and national guidance. Only in exceptional circumstances will we keep, or store hard copy medical records and for those cases we can advise you as to how long hard copy medical records are legally be required to be kept by us. We keep digital medical records and those will be stored indefinitely or until government regulations change.
In appropriate circumstances it is a legal and professional requirement to share information for safeguarding reasons. This is to protect people from harm. These circumstances are rare. We do not need your consent or agreement to do this. The information will be shared with the local safeguarding service. Please ask us if you like to see our safeguarding policies for more information.
Disclosure of information
To provide proper and safe medical care we may need to disclose personal information about you including to:
- healthcare professionals and staff at More Than Health,
- hospitals (if required, e.g., referral or emergency transfer),
- out of hours services,
- diagnostic and treatment centres;
- other organisations involved in the provision of direct care to individual patients,
- regulatory bodies.
We will use personal information given to us in accordance with these terms and conditions, and with any additional statements appearing on forms used for submitting personal information. Information would only be shared with your written consent, and you would be copied into all correspondence if you wished. Disclosure will take place on a ‘need-to-know’ basis. Only those individuals or organisations who need to know to provide care for you will be given the information. We will not disclose personal information to any third parties without obtaining your prior written consent unless we are required by law to do so.
If you do not wish personal data that we hold about you to be disclosed or used in the way that is described in this Code of Practice, please discuss the matter with Dr Meuschel. You have the right to object; however, this may affect our ability to provide you with care.
You have a right to withdraw your consent at any time, however this will not be retrospective.
We will continue to obtain consent from you as a client/patient be it implied verbal or written for the services or procedures undertaken through More Than Health. This will be in line with the regulators guidelines and will be recorded appropriately in your medical records.
In addition to this we require your consent under GDPR to communicate with you by phone, email, or post. We will always ask you:
- to opt-in to any marketing or other communication,
- offer choices as to how to communicate with you should you so wish,
- offer you the option to withdraw consent to that communication at any time.
Whilst More Than Health AG has taken all reasonable steps to ensure that the information contained within these website ('site') pages is accurate and up to date, no liability can be accepted for any error or omissions appearing in this site.
Please ensure that if you have any doubts concerning your health, they are directed in person to a suitably qualified medical practitioner.
Everything in our site is provided for information purposes only and is not healthcare advice. Professional advice from a qualified doctor should always be sought before acting or relying on any of the information, and we accept no responsibility for any loss which may arise from reliance on the information in our site, or any site to which we have provided a link.
You can access most of the pages on our website without giving us your personal information although you may choose to do so, for example when you submit an enquiry. We will store securely the information you supply and our response. Users are requested not to send confidential details or debit/credit card numbers by email unless specifically asked by us to do so.
When you submit personal information, you consent to our use of the information as set above under ‘Requesting your consent under GDPR.’
From time to time our website may contain links to other sites. We are not responsible for the content or privacy practices of third parties that run other websites. Posting a link to an external website does not imply affiliation or endorsement of that site or any products or people mentioned on that site.
Cookies and Internet Protocol (IP) logging
When you visit our website, our server will record your computer’s IP address (the unique numerical address given to every computer connected to the Internet) and the time and duration of your visit.
11.1 Laboratories: More Than Health has agreements in place with various laboratories both in the UK and other European countries. Due to our specialist training in Ecological and Modern Mayr Medicine, we have access to laboratories which are either stand-alone or research based in association with universities. Tests they provide are not available via the standard health services; they are naturally less frequently used, and costs can be high. Costs and information relating to all tests will be discussed with you, we will also provide you with written information regarding the laboratories, which includes information on how they are regulated and how data is to be processed, for you to decide whether you wish to progress with the respective test that may be appropriate for your needs. More Than Health might from time to time recommend tests from laboratories both from the UK or other countries that lack standard regulation e.g., UKAS (United Kingdom Accreditation Service) for the UK.
11.2 Unlicenced Medicines: From time to time you might also be recommended or prescribed medicines that are not licenced in your country by a member of the More Than Health team. This will only be done when there is no equivalent product available in your country. Clients/patients will be made aware of such choices at the time, given ample opportunity both to read the information provided and to ask questions about the products before being asked to consent to the choice. By signing these terms and conditions I confirm that I have understood that Dr Meuschel and the More Than Health team might use unlicenced medicines or naturopathic products, which are not generally used in conventional health care settings where no alternative is available.
11.3 The pages on this site are issued in Europe and comply with appropriate European legislation and regulation. (Namely the EU, Switzerland and the United Kingdom). We welcome interest and enquiries from users worldwide. However, if you are accessing this site from outside of these countries, please be aware that information relating to healthcare in Switzerland, the EU or the UK may not be applicable to you.
MORE THAN HEALTH AG • SEPTEMBER 2023