Terms of use

1. About us

This website is operated by Surgical Recovery London Limited, a company registered in England and Wales (company number 11626393) with its registered office in London, UK. We are registered with the Care Quality Commission (CQC provider 1-11582445037).

2. Use of this site

You agree to use this site in good faith and not to:

• Misrepresent your identity when submitting an enquiry
• Use automated tools to scrape, harvest or extract data from this site
• Reproduce content from this site without our prior written permission
• Attempt to gain unauthorised access to any part of our infrastructure

3. Information on this site is not medical advice

The content on this website is provided for general information about our clinical pathway. It is not a substitute for individual medical advice. If you have a clinical question about your surgery or recovery, speak with your consultant, your GP, or contact our clinical team directly.

We are a planned clinical service, not an emergency service. In an emergency call 999 or go to A&E. For anything urgent that is not an emergency, call NHS 111.

4. The clinical pathway

If you purchase a Surgical Recovery package (Foundation £595, Complete £1,250 or Premium £2,950) or a rehabilitation or international programme, a separate Patient Agreement governs the clinical service. It covers scope of care, payment, cancellation, appointments, complications handling and the complaints procedure. We show it to you, with a link to read it in full, when you sign up with us and before you pay, and we keep a record of the version you agreed to and when. We never book, broker, price or recommend an operation, a surgeon or a hospital.

5. Prices and payment

Every price is the total you pay. Paid before the pathway starts, into a client account, and released as your care is delivered. Your statutory right to cancel is set out in your Patient Agreement. Unlimited free changes to your operation date, valid for 12 months. If we have given you a written quotation, that price is held for 30 days regardless of any change to our published prices. Physiotherapy and nursing are itemised on your invoice so you can claim what your policy covers. Home visits within the M25 are included; further afield there is a published travel supplement, agreed before you book. After care starts, you pay for what has been delivered.

6. Changing or cancelling an appointment

Appointments with our team (calls, video calls, home visits, and physiotherapy or nursing sessions) can be changed or cancelled at no charge if you tell us at least 48 hours before, by WhatsApp or email. We send you a reminder before each appointment so there is time to let us know.

If you change or cancel with less than 48 hours’ notice, or the appointment is missed, it is treated as delivered. Where you pay for it separately, it is charged. Where it is part of your package, it counts as used.

7. Intellectual property

All content on this site — including the Surgical Recovery name, marks, designs, copy, images and code — is owned by or licensed to Surgical Recovery London Limited. You may not reproduce, redistribute or republish without our prior written consent.

8. Third-party links

We link to third-party websites (NHS, CQC, GMC and professional bodies). We are not responsible for the content or practices of those sites.

9. Liability

To the extent permitted by law, we do not accept liability for any loss arising from your use of this site. Nothing in these terms limits or excludes our liability for death, personal injury caused by our negligence, or any other liability that cannot lawfully be excluded.

10. Changes to these terms

We may update these terms from time to time. Updates take effect immediately on publication. Continued use of the site after a change constitutes acceptance of the revised terms.

11. Complaints

If you are unhappy with anything to do with this website or our service, please first contact us at patients@surgicalrecovery.com (marked “Complaint”). Patients have access to the Independent Sector Complaints Adjudication Service (ISCAS) as an external complaints route.

12. Governing law

These terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the English courts.

13. Contact

For any question about these terms, email hello@surgicalrecovery.com or write to our registered office.