Terms and Conditions


Renovatio Feather

Coronavirus service

For all covid tests ordered we advise you to have a consultation with our doctor. This ensures that the test result can be interpreted in light of your clinical situation. You can also contact your GP or 111 to discuss any symptoms you may be experiencing.

The covid testing may not accurately detect antibodies in people who have compromised immune systems or are using drugs that suppress the immune system, because their antibody response may be slower or weakened. You rely on the test at your own risk and as with any medical test, 100% accuracy cannot be guaranteed.

Negative results obtained with COVID-19 IgG antibodies are only indication that the specimen does not contain detectable level of antibodies and any negative result should not be considered as conclusive evidence that the individual has not been infected with the virus.  

Figures quoted for the accuracy of the tests are from the manufacturer and when performed exactly as instructed and in the correct time frame.

As explained if the tests are not 100% specific or sensitive there is a small chance the test may be inaccurate, and we can accept no liability based on the result or 100% guarantee it’s accuracy.

The existence/extent/length of any immunity has not yet been definitively established. It is essential that you follow NHS and government guidelines for coronavirus and consult your doctor if appropriate.

Some research suggests that some individuals have been infected by covid-19 but do not produce detectable IgG antibodies. Studies are ongoing.

Please note that the antibody tests were developed for use and have been validated on venous blood samples (blood taken from a vein by a medical professional) rather than samples of blood taken from a fingerprick. This may affect the accuracy of the test.

For the antigen tests, one of the challenges is that the swab is difficult to perform and a poor quality sample reduces the sensitivity and therefore likelihood of false negative result. Alternatively, the virus may not be present at the site the sample was taken from. Timing may also be an issue: it could be too early or too late in the infection to detect the virus.

Unfortunately there is extremely high demand for the covid testing kits at present. Regrettably if we are unable to supply these to you we can provide a full refund. There may also be unforeseen delays which are out of our control in the delivery of covid testing kits.

GP service

This service is for routine medical enquires/ consultations and is not an emergency medical service.

If you have a medical emergency you should not use this service and instead you should call 999 or visit your local Accident and Emergency Department.

If you feel suicidal, you should not use this service, but should make contact with your GP or call 999 in an emergency.

If you are unwell and your GP surgery is closed please use the NHS 111 service.

If you are planning follow up with our doctor and become acutely unwell in the meantime you must contact your GP, 111 or 999.

If a consultation is not finished and it is felt more time is needed another appointment slot may need to be booked and paid for. If the matter has not been resolved and you would not like to book another appointment then we advise you to follow up with your own GP.

If after a consultation your health deteriorates or you are unwell we advise you to call your GP, 111 or 999 if it is an emergency.

We advise that this service is complementary to those offered by the NHS including your own GP and is not intended to replace it.

We advise that the outcome of your consultation with our doctor should be copied to your GP and a copy of the consultation can be provided to you, or if requested we can send it to your GP if you provide us with the relevant details.

Video calls can be offered on a variety of platforms including Skype and our clinic software.

Telephone or video calls may be recorded.

We do not guarantee that a telephone or video consultation is the best course of accessing advice or indeed the appropriate course of treatment for your particular healthcare concern or medical issue.

Prescriptions requests are at the discretion of the doctor. We are unable to prescribe some medications including but not limited to controlled drugs, those that require specialist monitoring, or ongoing repeat medication requests.

Prescriptions, sick notes and other certificates may only be available during office hours and are issued at our doctor’s discretion.

All services are for users in the United Kingdom only.

This service is suitable for those aged 18 or over.

We do not offer consultations for pregnant patients.

We do not offer consultations for children at present.

We cannot provide guidance about the health of a child, partner, relative or friend.

If you do not hear about an appointment within 4 weeks of your appointment you must contact the clinic or your NHS GP.
If you do not hear about a 2 week wait appointment please contact the clinic or your NHS GP.

If you do not receive an electronic communication as advised such as a prescription, sick note, consultation summary or referral letter after your consultation please contact us.

If you have been advised to collect a prescription from a pharmacy or ourselves and the prescription is not collected we cannot be held responsible for any adverse outcome.

The information and advice provided by us when you use the service is based on the information you have supplied to us.

It is your responsibility to ensure this information is correct and complete and you accept that failure to do so (whether intentionally or not) will affect the information and advice we give to you and the medicines we may supply to you and, as such, may have consequences for which we are not responsible.

Our doctor may need to ask sensitive medical questions as part of your consultation. Please ensure you are in a quiet, confidential place at your chosen time, free from interruptions.

You will need to make sure that you are in an area where your network or internet connection is not likely to be interrupted. This is especially important if you intend to use your mobile telephone for your telephone or video consultation.

We believe Skype to be a secure way of consulting. After your consultation the doctor will remove you from our contact list on Skype or other communication method including telephone. This means that whilst you may be able to still call us on video or telephone, we will not be able to answer. If you wish to speak to one of our doctors again, you will need to book and pay for another appointment.

If you would like to talk about a rash or other skin complaint, it is unlikely that our doctors would be able to have a clear enough view to help in diagnosis if you are using a mobile telephone to video consult.

If a video consult is failing then the doctor will ring your phone number listed and try to make contact this way. We accept no responsibility for any connection issues arising.

We reserve the right to make the decision whether or not our service is suitable for you.

We have a zero tolerance policy for verbal or physical abuse to our staff. We reserve the right to decline our services in this event.

Website access

Access to this Website is provided in accordance with these Conditions and any services used or orders placed by you must be placed strictly in accordance with these Conditions.

Personal information

Your agree that:
The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and
You will notify us immediately of any changes.
You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
The information you provide will be treated with the strictest of confidence. It will be used to create a patient record in our clinical system(s). We may need to pass on all or part of this information to some healthcare partners, such as blood testing labs or X-ray centres, depending on what kind of appointment you are having.
You are able to obtain a copy of the data we hold of you at any time for free by requesting it in writing.
We never use any of the information you provide for marketing purposes without your consent and we never sell it to third parties.
We may use your anonymised information for medical audit purposes. This is to maintain safe practice and to enable service improvement.

Our rights

We reserve the right to:
Modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
Change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website

Third party links

To provide increased value to our Users, you may find advertising or other content on our Website that link to the websites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these websites and are not responsible for the practices employed by websites linked to or from our Website. In addition, these websites or services, including their content and links, may be constantly changing. These websites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Website, is subject to that website’s own terms and policies.

Description of products

Each Product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times.

We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product until your order is accepted.

Modifications To The Service and Prices

Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

Ordering, cancelling and returning products

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.

We may not accept your order as a result of one of the following:
The product you ordered being unavailable from stock
Our inability to obtain authorisation for your payment
The identification of a pricing or product description error

If you decide to cancel, you should return the products to us at you within 7 working days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This does not include the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). You can cancel any product ordered online apart from any products which deteriorate or expire rapidly or any products that are sealed for health protection or hygiene reasons if you have unsealed them.

We will accept returns of unwanted, faulty or damaged products within 7 working days of you receiving the products. For faulty or damaged products a full refund will be made including the cost of the return postage. You should return the products to us within 7 working days of such cancellation.

The products should be returned to the clinic address.


All complaints should include sufficient information to allow investigations. We acknowledge all complaints within 2 working days of receipt. We provide a definitive response within 28 days of receipt.


You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your account and/or your Personal Information.

Limitation of liability

While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an “as is” and “as available” basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the website or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:
Any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
Any loss of goodwill or reputation; or
Any special or indirect losses
suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

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