1. Definitions

In these Terms the following definitions shall apply:
1.1 “Information” means evidence based knowledge / research findings, medical or general data on a particular topic provided through communication (whether through voice, video or electronically) by us
1.2 “Consultation” via video or telephone means a pre-paid for period of time where the “Information” is given.

2. About our Consultation Service

2.1 Our Consultation Service provides a service that, allows users to consult with Miss Obi Consultant Ophthalmologist, Lacrimal, Orbital & Oculoplastic Surgeon via online assessment questionnaires and through secure video/telephone chat, on a paid for and private basis.

2.2 Miss Obi is registered with the General Medical Council in the UK, and her registration details and status can be found at www.gmc-org.uk.

2.3 We are not responsible for the dispensing, supply and/or delivery of any medication, treatment, product or service prescribed to you.

2.4 The Services and any Information are provided for non-urgent circumstances only. If you require emergency eye medical attention, any other treatment that is urgent, a physical face to face examination, or if your situation is not suited to remote communication, we strongly advise that you contact your NHS General Practitioner (“GP”), Optometrist, other medical practitioner or the emergency services. The Services are in no way designed or intended to replace the services of the NHS or services provided by your GP or Optometrist.

2.5 If you need any information or have a complaint about the Website or any of our Services, please contact us by one of the following methods; email – 
contactus@eobi.org or please ask for the Admin Team between the hours of 9.30am and 5.00pm Monday to Friday. If you require assistance for a video consultation booking or require support for an appointment you can speak to us by calling 02921 282 282  between the hours of 9.30am to 5.00pm Monday to Friday.

3. Eligibility

3.1 Our Services are not intended for users of under 16 years of age. If you are under 16, you will not be permitted to have a consultation or to receive our services without an adult’s consent and presence during the consultation.

4. Your Booking and Consultation Fee

4.1 Video & Phone Consultations: 
The fee for a Live Video or Phone Consultation will vary depending on the duration of the session spent with our Consultant and the standard unit time is shown below.

Information Purposes – Consultation for Solely Informational Purposes – 15mins – £59.99

Clinical Purposes – Consultation for Personal Eye Condition/Problem NOT REQUIRING SURGERY – 30mins – £150.00

Clinical Purposes – Consultation for Personal Eye Condition/Problem REQUIRING SURGERY – 30mins – £250.00

This Fee includes:

• • The doctor’s preparation time for the consultation session, based on the individual customer’s submitted questionnaire.
  • Live video or phone consultation with the individual customer for 15 or 30 minutes respectively.
  • Provision of a brief summary to the individual customer via email (informational purposes only)
  • Provision of a detailed written password protected (encrypted) report via email (Clinical purposes – personal eye condition –  for both those REQUIRING SURGERY or NOT REQUIRING SURGERY)
  • Provision of necessary information leaflets or links to these  via email (Clinical purposes – personal eye condition/problem only for those REQUIRING SURGERY)
  • Provision of necessary consent to surgery information with benefits & risks of surgery via email  (Clinical purposes – personal eye condition/problem only for those REQUIRING SURGERY)
  • Pre-operative Clinical photography Fees  (Clinical purposes – personal eye condition/problem only for those REQUIRING SURGERY)

The initial fee that is charged for an online Live Consultation and is for a fifteen (15) minute session  or a thirty (30) minute session. If, after the initial 15 minutes or 30 minutes, you wish to continue with and extend the consultation, please request this from the Consultant and the Consultation will be extended for a further fifteen (15) minutes if possible, as long as it does not interfere with someone else’s appointment. Please note, you will not be entitled to any refund if any of the initial fifteen (15 or 30) minute or extended fifteen (15) minute are not used. In certain circumstances, the Consultant may also at their discretion extend the length of the Live Consultation at no additional cost.

4.2 Booking for Live Consultations:

For a Live Consultation, you must make a booking online and choose a time slot. All appointment times are by reference to local UK time.
Following the completion of your order for a Live Consultation, you will receive an email confirming the booking has been received and confirming the start time of your appointment and containing a link to the Live Consultation which will take place by secure video link if you choose the video option. You should receive this email within one (1) hour of making your booking. If you do not receive this email, please first check your email junk folder, and if you still haven’t received the email, please contact us via contactus@eobi.org
While we aim to start promptly on time, we cannot always guarantee that the Live Consultation will commence at the stated appointment time, due to emergencies or other reasons beyond our reasonable control and we may also need to reschedule your appointment time . We reserve the right to do so at any time up to the confirmed start time of your appointment. If we are running late on the day, we will contact you in advance to let you know and as a good will gesture offer you a 10% refund, after your consultation has taken place.

In rare exceptional circumstances beyond our control, if we are unable to undertake the consultation on your agreed date we will contact to you in advance to agree an alternative appointment time and date or to cancel your appointment.

If you agree and reschedule a new mutual time and date as a good will gesture we will offer you a 50% refund after your consultation has taken place. If you cannot agree to a mutual rescheduled date and time then we will offer you 100% refund.

On the date and time of your allocated slot, if you chose the video option, you must click on the link provided to you to commence your Live Consultation. The link will become active ten (10) minutes prior to the start of your Live Consultation. If you chose the phone option, the consultant will call you directly on the phone number provided.

The Consultant shall be entitled to move on to their next appointment if you are more than five (5) minutes late to your appointment, and you will be considered to have missed your appointment. You will be charged in full for all missed appointments.

5.0  Consultations Forms

5.1 SosoChi Medical provides a service via www.eobi.org, that allows users to consult with a Consultant via online assessment questionnaires (“ Form-Based Consultation”) or through secure video chat via our mobile or tablet applications ( “Live Consultation”).
5.2 Form Based Consultations are based on the online forms that you complete and submit via www.eobi.org when you book. In some circumstances, on occasion this form may be sent directly to you via email. After submission by you of your completed forms, the Consultant may ask you for additional information, if the Consultant deems it necessary or appropriate.

5.3 The Consultant with whom you have a Live Consultation on rare occasions, may need to record the consultation for record purposes. They will only do so after this request has been made to you and they have your express permission to do so. No recording will be made without first obtaining your consent to do so.

6.0  Payment

6.1 In order to pay for the Services, you will need to provide payment card details. You must have appropriate authority to use the payment card which you use for payment.
6.2 If you book a Live Consultation, you will need to provide payment card details at the time of booking. You card will be pre-authorised at the time of booking.
6.3 You agree and hereby authorise us to either pre-authorise or charge your debit or credit card with any charges for services that you have purchased from us via our website, or by contacting us, or from a Consultant during a Live Consultation. Any failure of pre-authorisation or authorisation processes will result in the Services not being provided and any booked consultations will be cancelled.
6.4. Payments cannot be made by your insurance company on your behalf unless this has been previously agreed this with us.
6.5 Payment processing services are provided by Stripe, Square, PayPal or Direct Bank Transfer. The details you provide to us via our website are passed directly to Stripe or PayPal and will be subject to its terms of use and privacy policy (https://stripe.com/gb/privacy)(https://www.paypal.com/uk/webapps/mpp/ua/privacy-full). By inputting payment card details, you are consenting to use of the payment card details by Stripe for the purpose of paying for your booking. If you have any questions relating to these services please contact Strip at privacy@stripe.com or visit https://www.paypal.com/uk/smarthelp/contact-us 
6.6 Our website does not store any of your payment card details on its systems.

7.0  Your Rights to Cancel a Booking

7.1 You have the right to cancel your appointment.
7.2 If you choose to cancel please note the following conditions apply . If you cancel your appointment later than 24 hours before your appointment time and date, you will receive no refund.
7.3 If you cancel your appointment more than 48 hours before your appointment time and date: You will receive a 100% refund minus a cancellation fee of 5%
7.4 If you cancel your appointment 48-24 hours before your appointment time and date: You will receive a 50% refund minus a cancellation fee of 5%
7.5 By agreeing to our Terms and Conditions you also agree to the cancellation fees stated above.

8.0  Accessing Live Consultations via video link

8.1 Access to the services relies on you being able to receive data over the Internet via Wi-Fi or a mobile data connection, using a PC, mobile device or tablet. You are
responsible for making all arrangements and payments necessary for you to access the services, including internet and network connections, an appropriate mobile device, and any additional software or hardware required.
8.2 In order to participate in a Live Consultation via our website, you will need to ensure that the operating system and browser you are using meet the following minimum PC specification Operating System requirements:
Windows 10
Mac OS X 10.11.6 and newer

Browser requirements – Google Chrome 40 or greater.

We recommend that you check this prior to the confirmed start time of your Live Consultation, as we will not be able to refund your fee if you are unable to connect to a Live Consultation as a result of the operating system and / or browser that you are using, or if you have a poor internet connection.
For the Internet connection, we recommend a minimum of 1MB/s of available bandwidth, and at least 3MB/s of available bandwidth for the best connection for a Live Consultation.
8.3 In the event of a lost connection, the Consultant will endeavour to contact you to re-initiate the consultation or contact you by telephone.
8.4 You agree and accept that we are not responsible for:
 (i) The availability of the internet or any communications network; or
 (ii) For any errors caused by transmission of information, data or communication over telecommunication carriers or poor Internet connections.

8.5 You may be able to have a successful video consultation less than the minimum requirements stated above. Should you decide to do this, it will be at your own risk. If you do not meet the requirements we would recommend that you chose a telephone consultation.

9.0  Accessing Live Consultations via telephone

9.1 Please note that phone consultation is available to residents in the UK only.  If you are resident outside of the UK, please select the video option for your consult.

Access to our phone services relies on you being able to receive phone calls in the UK. We will be responsible for the cost of the consultation  phone call. We will call you on the landline or mobile phone you have given us on your booking form. Please ensure that this number is the number you would like us to call you on and that this number is accurate. Please note that our call will come up as “PRIVATE” or “NO CALLER ID”.  You are
responsible for ensuring that your telephone  is clear and not engaged around the time of the start of your consultation. 
9.2 If we find that your phone is engaged or unavailable when calling you, we will attempt one more time to get hold of you. If you are still unavailable, we will leave a voice mail message if you have an voicemail service set up. The consultant will be entitled to move on to their next appointment and you will be considered to have missed your appointment. You will be charged in full for all missed appointments.

10.0  Website and Consultations

10.1 Where possible information given via our website and during consultations will be accurate at the time it is given. We will not be liable for any changes in practice or in advancements in medical understanding after the date it is given.

10.2 We will not be liable for any information gained by using the links to other sources.

10.3 All property copyrights are held for the information, images and data found on our website.

11.0   Feedback / Complaints

11.1 If you wish to provide us with any feedback, you are welcome to do so and we will be pleased to hear from you. Please email us at contactus@eobi.org
11.2 In the unlikely event that you wish to make a complaint, you may do so by emailing us at the email address noted above. We request that all complaints are made in writing and as soon as possible after the event so that we may establish what occurred in a timely manner.
11.3 We will allocate a senior member of our team to deal with the issue raised in your complaint. The senior member of our team allocated to your complaint will investigate every aspect of the complaint and discuss it with all those concerned or involved.
11.4 We endeavour to resolve all complaints quickly. We will acknowledge your complaint within three (3) working days and will aim to have it fully investigated within twenty (20) working days from the date we receive it. We will write to you to let you know of any delays to this timescale.
11.5 Upon completing our investigation, you will receive a letter setting out the outcome of our investigation into the complaint. We will ensure that you receive an apology if appropriate, and we will take any and all actions necessary and reasonable to ensure that problem is not repeated.