Terms and Conditions

These Terms and Conditions (“Terms”) govern our provision of healthcare and related digital services (“Services”) to persons who register on our online platform (“User”, “you”) and, where applicable, their dependents. 

Please read these Terms carefully and ensure that you understand them before using our Services. You will be asked to confirm your acceptance of these Terms before you begin using our Platform or booking any appointments. If you do not agree to these Terms, you will not be granted any right or licence to access or use the Services. 

These Terms should be read in conjunction with our Privacy Policy, which can be found on our website https://www.levaclinic.com/ or provided upon request by contacting help@levaclinic.com. 

At Leva Clinic, we take the security and privacy of your information very seriously. Our Terms and Privacy Policy explain what information we collect from you, how we use it, and how we protect it. While these documents are detailed, our principle is simple — we treat your personal information with the same level of care and confidentiality that we would expect for our own. 

 

Ownership and Legal Entity 

Leva Clinic operates as part of Zerenia Clinic, a regulated healthcare provider offering digital medical services within the United Kingdom. 
Zerenia Clinic owns and manages all Leva Clinic services and digital platforms, including those accessible via the Leva Clinic website and app. 

Zerenia Clinic is registered in England and Wales and operates from its principal place of business at: 
5 Pemberton Row, London, EC4A 3BA, United Kingdom. 

Leva Clinic operates under Zerenia’s Care Quality Commission (CQC) registration. 

 

Definitions 

For the purposes of these Terms: 

  • “Data Protection Laws” means the UK General Data Protection Regulation (GDPR) and any national implementing laws, regulations, and secondary legislation, as amended or updated from time to time in the United Kingdom, including the Data Protection Act 2018, and any successor legislation to the GDPR or the Data Protection Act 1998. 

  • “Platform” refers to the websites, mobile applications, and any associated digital systems operated by Leva or Zerenia Clinic that provide access to the Services. 

  • “Healthcare Professional (HCP)” refers to any clinician, doctor, nurse, or allied health professional providing consultations or treatment through the Platform. 

 

A. Description of Services 

We are Leva Clinic (“Leva Clinic”, “Leva”, “we”, or “us”), a fully digital healthcare clinic specialising in the management of chronic and persistent pain, as well as related wellness and medical treatment programmes. 

Leva Clinic operates as part of Zerenia Clinic, a regulated healthcare provider offering digital and in-person medical services across the United Kingdom. Zerenia Clinic owns and manages all Leva Clinic services, platforms, and digital applications. 

Our Services include, but are not limited to: 

  • Online and telephone medical consultations 

  • Medical prescriptions 

  • Medical referrals 

  • Personalised treatment and wellness programmes 

  • Access to our digital platforms, apps, and associated tools 

Leva delivers these Services through our websites and mobile applications (collectively referred to as the “Platform”). 

 

Use of the Platform and Services 

Your use of the Platform and Services is subject to these Terms. By using the Platform or accessing our Services, you agree to be bound by these Terms. 

When you enrol or use our Services, you are responsible for ensuring that you are authorised to provide us (and our subcontractors) with any personal information required. You agree to indemnify us against any claim or liability arising from the provision of personal data without proper authority. 

 

Scope and Limitations 

Leva does not provide emergency services or urgent care for acute medical conditions requiring immediate or in-person attention. 
Where clinically appropriate, Leva may refer you to suitable in-person services provided by independent healthcare providers or partner organisations, with your consent. 

Our Services are not designed to replace the care provided by your NHS or private General Practitioner (GP), hospitals, or other primary healthcare providers. 
You are encouraged to maintain contact with your GP and share details of any consultations or treatments you receive from Leva or Zerenia Clinic. 

 

Prescriptions and Pharmacy Services 

You may be issued a prescription for medication by a Leva healthcare professional (HCP). 
You may also be directed to use a partner pharmacy for the fulfilment or delivery of your prescribed medication. 

Leva HCPs will use all reasonable care and professional judgment — based on the medical history and symptoms you provide — to prescribe medicines suitable for your condition. 
However, Leva is not responsible for: 

  • Ensuring you receive the prescribed medicine from the pharmacy; 

  • Any errors, omissions, or substitutions made by a pharmacist or third-party supplier; or 

  • Any instructions provided by pharmacy staff or other persons involved in dispensing your medication. 

For unlicensed controlled drugs, initial prescriptions must be issued by a suitably qualified Leva Clinic doctor with appropriate specialist expertise. Follow-up consultations and repeat prescriptions may be managed by other Leva Clinic healthcare professionals under a documented shared-care protocol and the supervision of the initiating prescriber. 

Regulation and Compliance 

Leva Clinic is operated by Zerenia Clinic, which is registered with the Care Quality Commission (CQC). Details of this registration can be found on the CQC website. 

 

Intellectual Property 

All material contained on the Platform — including but not limited to names, trademarks, wordmarks, logos, images, diagrams, and overall design — is the property of Leva Clinic, Zerenia Clinic, and/or their respective licensors. 

Nothing on the Platform or provided through the Services shall be construed as granting any licence or right of use without the express written permission of Leva or Zerenia Clinic. 

The Platform and its content remain the exclusive property of Leva and Zerenia Clinic. 
You are not authorised to copy, modify, reproduce, or exploit any portion of it. Any unauthorised use will result in the immediate termination of your right to access and use the Platform. 

 

B. Criteria to Use the Services 

Zerenia Clinic, including its operating division Leva Clinic, reserves the right to refuse, suspend, or redirect any individual seeking to access the Services to another healthcare provider, specialist, or GP at any time where clinically or operationally appropriate. 

To access our Services and Platform, you must meet the clinical eligibility criteria established by Zerenia Clinic and complete the registration process prescribed. 
These eligibility criteria may be updated from time to time at our discretion to ensure safe, effective, and compliant patient care. 

Even if you have been referred to Leva or Zerenia Clinic by an NHS trust, clinician, or partner organisation, we reserve the right to decline or redirect your care if you do not meet our eligibility criteria or if it is clinically inappropriate for us to proceed. 

 

Geographical and Residency Requirements 

Use of our Services and Platform is currently limited to residents of the United Kingdom (UK). 
If you are resident outside the UK, you will not be eligible to access the Services and must arrange care through appropriate local healthcare providers. 

If you are temporarily outside the UK at the time of your consultation, your appointment may be rescheduled until you have returned to the UK. 

If you are a citizen of any country other than the United Kingdom, you acknowledge that the Services are delivered exclusively by UK-registered healthcare professionals (HCPs) who are regulated by the General Medical Council (GMC), Nursing and Midwifery Council (NMC), or Health and Care Professions Council (HCPC), as applicable. 

These Terms are governed by the laws of England and Wales, and the English courts shall have exclusive jurisdiction over any disputes related to the Services, to the extent permitted by applicable law. 

 

Service Modifications 

Zerenia Clinic reserves the right to change, suspend, or discontinue any component of the Services at any time for any reason. 
This includes, but is not limited to, modifications to features, specifications, databases, content, or access permissions. 

We will not be liable to you for any such modifications or interruptions to your access. 
We may also impose limitations on certain features or parts of the Services, or restrict access entirely, without prior notice or liability. 

 

Identity Verification 

Leva and Zerenia Clinics are required by law to verify the identity of all patients before providing clinical care. 
You may therefore be asked to complete an identity verification process before your first appointment. 
This verification may include providing an acceptable photographic identification document (such as a passport, driving licence, or national ID card) for cross-checking against your personal details. 

Until this process is completed, we may not be able to proceed with your appointment and may signpost you to alternative NHS or private services if needed. 

 

Age and Consent Requirements 

The Platform and Services are available only to independent adults aged 18 years or older who meet the eligibility criteria and have completed registration. 

If you are a carer or legal guardian providing personal data on behalf of another individual, you confirm that: 

  • You are authorised to provide such data; and 

  • The information you submit is accurate, current, and complete. 

 

Professional Practice and Jurisdiction 

All Leva and Zerenia healthcare professionals practise in accordance with UK healthcare laws, regulations, and professional standards. 
Zerenia Clinic is not responsible for differences in healthcare regulations or treatment standards that may exist in other countries. 
Our Services are strictly offered to patients who reside and receive care within the United Kingdom. 

 

C. Patient Data 

All information collected and supplied by you to Zerenia Clinic (including Leva Clinic) will be treated as confidential and processed solely to deliver the Services or as described in this section and our Privacy Policy. 

Please take the time to review our Privacy Policy carefully, as it includes important details about how we collect, use, store, and protect your personal information. This Policy forms an integral part of these Terms. 

 

Data Controller and Compliance 

For the purposes of applicable Data Protection Laws (including the UK General Data Protection Regulation and the Data Protection Act 2018), the data controller responsible for your personal data is: 

Zerenia Clinic 
5 Pemberton Row 
London, EC4A 3BA 
United Kingdom 

Zerenia Clinic (and its Leva Clinic platform) ensures that all personal data is processed in compliance with the principles of lawfulness, fairness, transparency, purpose limitation, data minimisation, accuracy, storage limitation, integrity, and confidentiality. 

By agreeing to these Terms, you acknowledge and accept that your personal data may be processed by Zerenia’s trusted technology partners — as listed in our Privacy Policy — for the sole purpose of enabling the delivery and improvement of our Services. 

 

Healthcare Schemes and Partner Disclosures 

If you are receiving Services through a Healthcare Scheme or partnership arrangement, we may share limited and necessary information with the relevant Partner to: 

  • Verify your eligibility to use or continue to use the Services; 

  • Confirm satisfaction with the Services you have received; 

  • Conduct service monitoring and analytics; and 

  • Assist Partners in improving their healthcare or wellbeing offerings. 

The information shared with such Partners will be limited to details such as: 

  • Confirmation that you are registered, subscribed, or no longer registered for the Services. 

This information will never be used by Partners to affect your insurance underwriting, premiums, or cover eligibility. 

 

Clinical Governance and Recordings 

For clinical quality and governance purposes, Zerenia Clinic may make audio or video recordings of your consultation. These recordings will be treated as confidential and stored securely, in compliance with Data Protection Laws and our internal retention policies. 

Recordings are used solely for training, auditing, or compliance purposes and will never be shared outside the clinical governance process without your consent. 

 

Sharing of Medical Information 

By accepting these Terms, you consent to Zerenia Clinic (and its Leva platform) sharing relevant information about your care with your NHS GP or other medical specialists directly involved in your treatment, where appropriate and in your best clinical interests. 

Zerenia Clinic may also share anonymised and aggregated data with authorised third parties, including Healthcare Scheme Partners, for the purposes of monitoring service quality, safety, and performance. 

Anonymised feedback, comments, or testimonials you provide through the Platform or patient surveys may be used for service improvement, reporting, and marketing purposes. No personally identifiable information will be published without your explicit consent. 

 

Data Transmission and Communications 

While Zerenia Clinic takes every reasonable precaution to secure your data, we assume no liability for any delay, interruption, corruption, or unauthorised access that may occur before your information reaches our secure systems. 

By consenting to receive emails, SMS messages, phone calls, push notifications, or other electronic communications, you acknowledge and accept the associated risks of data transmission and agree that Zerenia Clinic is not liable for any incidental disclosure or loss occurring during transmission. 

 

D. Changes to These Terms 

Zerenia Clinic (including its Leva Clinic platform) may revise these Terms and/or our Privacy Policy from time to time in the following circumstances: 

  • To reflect changes in relevant laws or regulatory requirements; 

  • To incorporate updates in our clinical, operational, or data protection practices; or 

  • Where, in our reasonable discretion, we consider such a revision necessary or beneficial to maintain the quality, safety, or integrity of our Services. 

If we make a material change to these Terms and/or our Privacy Policy, we will notify you by email or by posting an update on the Platform. 

Your continued access to or use of the Platform and Services after the effective date of such revisions will constitute your acceptance of the updated Terms and/or Privacy Policy. 

It is your responsibility to ensure that you have reviewed the most recent version of these Terms at the time you use the Platform or book any appointment. 

 

E. Changes to the Platform 

Zerenia Clinic (including its Leva Clinic platform) may update or modify the Platform, its features, or the Services provided through it from time to time. 
Such updates may be implemented to: 

  • Reflect changes in applicable laws and regulatory requirements; 

  • Introduce technical, functional, or security improvements; or 

  • Enhance the overall user experience and service delivery. 

These changes are designed to maintain the safety, reliability, and effectiveness of the Services and will not adversely affect your access or existing bookings. 
If a change may significantly impact your use of the Services, we will notify you in advance wherever reasonably possible. 

 

Zerenia Clinic maintains strict quality assurance, data security, and performance monitoring across all digital systems. However, while every effort is made to avoid disruptions, errors, or omissions, we cannot guarantee that the Platform or any of its content will always be free from inaccuracies or interruptions. 

 

Any feedback, suggestions, or improvement ideas submitted by Users through the Platform or other communication channels may be used by Zerenia Clinic to enhance and improve the quality of our Services. 
By submitting feedback, you grant Zerenia Clinic a non-exclusive, royalty-free licence to use that input for service development and operational improvement purposes. 

 

F. Accessing the Platform 

While Zerenia Clinic (including its Leva Clinic platform) applies strict performance, security, and quality controls, we cannot guarantee that the Platform—or any content on it—will always be available or uninterrupted. Access to the Platform is provided on a temporary basis and may be suspended, withdrawn, or restricted at our discretion. 

You are responsible for making all arrangements necessary to access the Platform (including compatible devices, software, and a reliable internet connection). 

Any medical information provided on the Platform, whether written, stated, or implied, is for information purposes only. Such information is provided “as is”, without warranty of any kind from Zerenia Clinic. 

Performance statistics and user/patient feedback referenced on the website may be based on Zerenia/Leva internal reporting and/or third-party surveys and are subject to change without notice. 

By using the Platform and Services, you confirm that all information you provide is true, accurate, not misleading, and provided in good faith. 

You may use the Platform and Services only for personal, domestic, and private purposes. You agree not to use the Services for any commercial, business, or resale purpose. 

As a condition of accessing or using the Services, you must provide a valid email address and phone number. By participating in the Services, you agree and consent to Zerenia/Leva communicating with you via email, SMS, voice calls, push notifications, and other electronic channels relating to the Services. 

Emails we send may be unencrypted and can contain personal or protected health information. By agreeing to these Terms, you consent to receive such communications and acknowledge the associated risks. 

You also agree to receive all agreements, notices, disclosures, and other communications that we provide in electronic form, including those we are required by law to provide in writing. Receipt of communications electronically satisfies any legal requirement for written notice. Your consent applies to all communications related to your application, registration, enrolment, appointments, and ongoing use of the Services and Platform. 

Email communication carries risks described in our Privacy Policy. By accepting these Terms, you authorise Zerenia/Leva to send and collect information about your care via email and acknowledge the risks associated with this channel. 

 

G. Your Account and Password 

Zerenia Clinic (including its Leva Clinic platform) reserves the right to suspend or disable any user identification code, password, or account access — whether chosen by you or allocated by us — at any time if, in our reasonable opinion, you have failed to comply with any provision of these Terms. 

If you know or suspect that anyone other than you has access to your password, passcode, or account, you must notify us immediately at help@levaclinic.com and change your password according to the process outlined in your account settings. 
Prompt notification allows us to protect your data and prevent unauthorised access. 

When registering on the Platform, you will be required to provide accurate and verifiable information, including your first and last name. 
You agree not to impersonate another person or provide false information in any part of your registration or account use. 

You are solely responsible for maintaining the confidentiality and security of your login credentials and for all activity under your account. Zerenia Clinic is not liable for any loss or damage arising from unauthorised access to your account resulting from your failure to keep your credentials secure. 

 

H. Viruses and Bugs 

You are responsible for obtaining, installing, operating, and maintaining all software, hardware, and network connections (collectively referred to as “Systems”) necessary to access and use the Platform and Services. 
This includes using up-to-date web browsers, appropriate encryption tools, and reliable antivirus, anti-spyware, and internet security software. 

Zerenia Clinic (including its Leva Clinic platform) does not guarantee that the Platform or any of its content will be secure, error-free, or free from viruses, malware, or other harmful code. 
You are responsible for ensuring your devices and systems are protected before accessing the Platform. 

You must not misuse the Platform by introducing any malicious or harmful technology, including but not limited to viruses, trojans, worms, logic bombs, or other code intended to damage or disrupt the operation of the Platform or any connected systems. 

You must not attempt to gain unauthorised access to: 

  • The Platform or any part of it; 

  • The servers on which it is stored; or 

  • Any connected server, computer, or database. 

You must not attack or attempt to attack the Platform via a denial-of-service (DoS) or distributed denial-of-service (DDoS) attack. 
Any such actions may constitute a criminal offence under the Computer Misuse Act 1990. 
Zerenia Clinic will report any such breaches to the relevant law enforcement authorities and will cooperate fully by providing any necessary information, including user identification data. 

In the event of such a breach, your right to access and use the Platform will immediately terminate. 

 

I. Payments 

The prices for our Services are displayed on the Leva Clinic website and related Zerenia Clinic digital platforms. 
Prices may change at any time; however, such changes will not affect any booking already confirmed and paid for. 
All prices are listed exclusive of VAT, unless otherwise specified. 

 

Payment Methods 

All appointment fees must be paid in full and in advance to secure your booking. 
Payments can be made by credit or debit card through a secure digital invoice or booking portal provided by Zerenia Clinic (operating Leva Clinic). 

Zerenia/Leva accepts most major debit and credit cards. 
All online payment transactions are subject to authorisation and validation checks by your card issuer. If payment is declined, your appointment will be automatically cancelled. 

Please note: 

  • Your card issuer may apply an online handling or processing fee, for which Zerenia Clinic accepts no responsibility. 

  • Payments made through third-party processors (such as Stripe) are governed by their own terms and conditions. 

 

Price Variation by Service Type 

Prices may vary for different patient categories or referral pathways, including where Services are funded or subsidised by a partner organisation, insurer, or healthcare programme. 
In such cases, the applicable rate will follow the terms agreed with that third party. 

 

Returning Patients – Definition, Duration, Fees & Booking Rules 

a) Definition (6-Month Rule) 
A Returning Patient is defined as a patient who has not had an Initial Consultation (IC) or a Follow-Up Appointment (FUP) within the last six (6) months. 

b) Appointment Type & Duration 
Returning Patients must book an appointment titled “Initial Consultation (Returning Patients)”, which has a duration of 30 minutes. 

c) Price 
The fee for the Initial Consultation (Returning Patients) is £79. 
New Patients may book the standard Initial Consultation at £15, where applicable. 

d) Follow-Ups & Repeat Prescriptions 
Returning Patients cannot directly book a Follow-Up appointment with their previously assigned clinician. 
They must first complete an Initial Consultation (Returning Patients) before becoming eligible to request or order repeat prescriptions through the Platform. 

e) Clinician Allocation 
Appointments for Returning Patients are allocated to any available clinician on a round-robin basis. 
Allocation is based on clinician availability and is not guaranteed with the patient’s previous clinician. 

f) System and Booking Logic 
Leva’s scheduling system automatically applies the six-month rule to determine Returning Patient eligibility. 
Patients who have not had an IC or FUP within the last six months will only be shown the Initial Consultation (Returning Patients) booking option. 
This ensures compliance with clinical governance and operational requirements. 

 

General Payment Terms 

  • All payments are non-transferable and must be received before an appointment is confirmed. 

  • Refunds and cancellations are governed by our Consultation Booking – Terms and Conditions (see Section J). 

  • Zerenia Clinic reserves the right to review and adjust fees periodically to reflect service enhancements, cost changes, or updated regulatory requirements. 

 

J. Appointments 

By booking an appointment, you give Zerenia Clinic (operating as Leva Clinic) express consent to provide the agreed Services at your chosen time slot and in accordance with these Terms, subject to any statutory cancellation rights under applicable UK law. 

You may book an appointment with a Leva Healthcare Professional (HCP) via the online Platform. Appointments are conducted via telemedicine (video or telephone), depending on the nature of your consultation and your clinician’s availability. 

Appointments are typically offered between 9:00 AM and 5:00 PM (UK time); however, extended hours may be available at our discretion. 
The Platform’s booking system is available 24 hours per day, 365 days a year for scheduling and management. 

You may review and correct any booking details before submitting your appointment request. While appointments are usually confirmed automatically, Zerenia/Leva reserves the right to decline or cancel a booking at its discretion. 

Once your booking is confirmed, you will receive an email confirmation containing your appointment details and access instructions. 

 

Your Responsibilities 

It is your responsibility to: 

  • Be available and ready to speak with your HCP via the selected method at the scheduled time. 

  • Ensure you are in a private, quiet, and secure environment for the duration of your consultation. 

  • Check that your device is charged or plugged in, with a stable internet connection. 

  • Log in to the designated consultation platform at least five (5) minutes before your appointment time. 

  • Test both video and audio functions prior to the start of your session. 

For telephone consultations, your Leva HCP will call you on the contact number provided at booking. 

 

Service Conduct and Usage 

Zerenia Clinic reserves the right to deny or restrict access to the Platform or Services in cases of excessive use, abusive behaviour, or inappropriate conduct toward Leva or Zerenia staff. 
Examples include, but are not limited to, the use of offensive language, threats, or disruptive actions. 
If such behaviour occurs, we may terminate your access and account immediately, without refund or further obligation. 

 

Follow-Up Appointments 

Your HCP may recommend a Follow-Up Appointment after your consultation. 
It is your responsibility to book this appointment within the advised timeframe. 
If you are unable to do so immediately, you may receive reminders by email or SMS until the follow-up is scheduled. 

 

Communication and Contact 

Zerenia/Leva HCPs may contact you using any of your registered communication methods (email, phone, SMS, or post) before, during, or after your appointment. 
If you prefer not to be contacted via a specific method, please notify your HCP or contact us at help@levaclinic.com. 

 

Consultation Booking – Terms and Conditions 

  1. Booking and Payment 
    All consultations must be paid in full at the time of booking to confirm your appointment. 
    Payment confirms your acceptance of these Terms and Conditions. 

  2. Cooling-Off Period 
    A 24-hour cooling-off period applies from the time of booking. 
    If you cancel within this period, you are entitled to a full refund, regardless of your appointment date. 
    After this 24-hour period, the standard cancellation policy (below) applies. 

  3. Cancellations and Refunds 

  • Cancellations made more than 48 hours before the appointment are eligible for a refund. 

  • Cancellations made within 48 hours of the appointment are non-refundable. 

  • This policy reflects the administrative work and preparation required before each consultation. 

  1. Change of Mind 
    If you change your mind within 24 hours of booking, you will receive a full refund. 
    After 24 hours, a refund is only available if you cancel at least 48 hours before your appointment. 

  2. Refund Processing 
    Approved refunds are processed within 7–10 working days using the original payment method. 

  3. No Shows 
    Failure to attend your appointment without prior notice will be recorded as a no-show, and you will not be eligible for a refund or rescheduling. 

  4. Rescheduling 

  • You may reschedule once free of charge if you provide at least 48 hours’ notice. 

  • Requests made with less than 48 hours’ notice will require a new full payment. 

  1. Late Arrivals 
    If you arrive late, your session will still end at the scheduled time. 
    No time extensions or partial refunds will be issued. 

  2. Exceptional Circumstances 
    In cases of illness, emergency, or other exceptional events, Zerenia/Leva may, at its discretion, offer a refund or allow rescheduling. Supporting evidence may be requested. 

 

K. Amending and Cancelling Appointments 

You may cancel or amend an appointment with Zerenia Clinic (operating as Leva Clinic) in accordance with the terms below. 

 

1. Standard Cancellations 

You may cancel your appointment up to 48 hours before your scheduled time. 
Cancellations made within this timeframe are eligible for a full refund. 

If you cancel within 48 hours of the appointment, you will not be entitled to a refund. 
This policy reflects the administrative time and clinical scheduling required before your consultation. 

 

2. Appointment Amendments (Rescheduling) 

You may amend or reschedule your appointment once free of charge, provided that at least 48 hours’ notice is given. 
Requests to amend or reschedule made within 48 hours of the scheduled time may require a new full payment. 

To amend or reschedule, please contact us directly at help@levaclinic.com or use the reschedule link in your appointment confirmation email. 

 

3. Late Cancellations and No Shows 

If you cancel your appointment within 24 hours of the scheduled time or fail to attend your consultation without prior notice (“no-show”), the appointment will be forfeited, and no refund will be issued. 

Repeated no-shows or late cancellations may result in restricted future bookings or temporary suspension of access to Services. 

 

4. Technical or Platform-Related Issues 

If you are unable to attend your appointment due to a technical issue caused by Zerenia/Leva, you will be offered either: 

  • A full refund, or 

  • A new appointment free of charge. 

If the issue arises from your device, internet connection, or failure to meet technical requirements, you will not be eligible for a refund or a free reschedule. 

It is your responsibility to ensure that your equipment (computer, laptop, tablet, or mobile device) meets the necessary technical specifications to access the Platform and Services. 

 

5. Clinician-Initiated Cancellations 

If a Leva HCP or Zerenia representative cancels your appointment for any reason (e.g. clinician unavailability, emergency, or scheduling conflict), you will be given the option to: 

  • Reschedule the appointment free of charge, or 

  • Receive a full refund. 

You will be notified promptly via email or SMS. 

 

6. Offers and Promotional Appointments 

Where an appointment has been purchased using a discount, referral, or promotional offer, the refund will be based on the amount actually paid for the appointment. 
If the appointment was free of charge, you will not receive a refund and may not be able to rebook using the same offer. 

 

7. Refund Processing 

Refunds, where applicable, will be issued using the original payment method, unless otherwise agreed in writing. 
Refunds may take up to 7–10 working days to appear in your account, depending on your payment provider. 

 

8. Exceptional Circumstances 

If you are unable to attend due to medical reasons, emergencies, or other extenuating circumstances, please contact help@levaclinic.com. 
Zerenia Clinic reserves the right to review refund or rescheduling eligibility on a case-by-case basis and may request reasonable supporting evidence. 

 

L. Health Care Providers 

All Zerenia Clinic Healthcare Professionals (HCPs), including those providing services through the Leva Clinic platform, are fully qualified and registered to practise in the United Kingdom. 
They hold valid registrations with the relevant professional bodies, including the General Medical Council (GMC), Nursing and Midwifery Council (NMC), and/or the Health and Care Professions Council (HCPC). 

All Zerenia/Leva HCPs: 

  • Undergo regular appraisal and professional development in line with UK clinical standards. 

  • Receive specialised training in virtual consultation and telemedicine. 

  • Are subject to ongoing supervision, audit, and performance review to ensure the highest standards of clinical care. 

  • Are covered by appropriate medical indemnity insurance specific to teleconsultation and remote practice. 

 

Clinical Advice and Responsibilities 

The information and advice provided by a Zerenia/Leva HCP during an appointment are intended to enhance your understanding of the available care options and help you make informed health decisions. 

However, by its nature, a virtual consultation may not be sufficient for all clinical situations. Remote appointments are not appropriate for emergencies, cases requiring a physical examination or intervention, or where the issue is unsuitable for telemedicine. 

If the HCP believes an in-person review is necessary, you may be advised to attend your GP, local clinic, or hospital. 

We strongly recommend that you share your consultation summary or treatment plan with your regular GP or healthcare provider, particularly if the advice differs from previous medical guidance or if you have ongoing treatment concerns. 

 

Accuracy of Information 

All medical advice provided by Zerenia/Leva HCPs is based on the information you supply before and during your consultation. 
It is your responsibility to ensure that this information is accurate, complete, and up to date. 
Failure to provide correct information — whether intentional or inadvertent — may affect the clinical advice or treatment plan offered, and Zerenia Clinic cannot be held responsible for any resulting outcomes. 

 

Patient Understanding 

If at any point during your appointment you do not fully understand the advice, treatment options, or next steps provided, it is your responsibility to ask the HCP for clarification. 
Your clinician will make every reasonable effort to ensure that you fully understand your care plan before concluding the consultation. 

 

M. Health Coaches 

The Services provided by Zerenia Clinic (operating as Leva Clinic) may enable patients to interact with Health Coaches. 
Health Coaches work with individuals or groups through a patient-centred approach that empowers patients to develop and achieve self-determined goals related to their health and overall wellbeing. 

They help patients to: 

  • Mobilise internal strengths and external resources; 

  • Develop self-management strategies; 

  • Implement and maintain sustainable, healthy lifestyle and behaviour changes; and 

  • Improve general wellness and motivation toward long-term health goals. 

 

Non-Clinical Role and Limitations 

Health Coaches do not provide medical advice, medical diagnoses, or clinical treatment. 
Any information or recommendations shared by a Health Coach are for general informational and educational purposes only and should not be relied upon for diagnosing or managing any medical condition. 

You must always seek the guidance of a Zerenia/Leva clinician or another qualified Healthcare Professional (HCP) before: 

  • Starting, altering, or discontinuing any medical treatment; 

  • Taking or changing medication; or 

  • Using any medical device or therapy. 

Health Coaches are not a substitute for consultation with a qualified medical practitioner. 
They work in collaboration with, but not in replacement of, Zerenia/Leva’s licensed HCPs. 

 

Escalation and Referral 

If a Health Coach identifies a need for medical assessment or treatment, or if you request one, they can arrange a clinical appointment for you with a Zerenia/Leva HCP. 
This ensures that medical matters are handled only by appropriately qualified and regulated professionals. 

 

N. Private Prescriptions 

Healthcare Professionals (HCPs) at Zerenia Clinic (operating as Leva Clinic) may issue private prescriptions for medicines only when, in their professional clinical judgment, it is in your best interests to receive such medication. 
All prescriptions are issued in accordance with: 

  • Zerenia/Leva’s internal prescribing policies, 

  • The General Medical Council (GMC) Guidelines on remote prescribing, and 

  • The Care Quality Commission (CQC) standards for quality and safety. 

Zerenia/Leva clinicians may refuse to prescribe a medicine if they determine that issuing it remotely (without an in-person assessment) is not clinically appropriate or safe. 

Patients are strongly advised to share details of any private prescriptions received from Zerenia/Leva with their registered NHS GP to ensure continuity and safety of care. 

 

Prescription Fulfilment Options 

If a Zerenia/Leva HCP issues you a prescription, fulfilment may occur in one of the following ways, depending on your location, medication type, and regulatory requirements: 

  1. Local Fulfilment: 
    You may take the prescription to a local UK pharmacy of your choice for dispensing. 

  2. Pharmacy Affiliate Fulfilment: 
    Your prescription may be processed by a Zerenia/Leva-approved Pharmacy Affiliate — an independent, regulated pharmacy that can arrange home delivery or postal dispatch of prescribed medication. 

 

Pharmacy Affiliate Arrangements 

Where a Pharmacy Affiliate is used: 

  • Zerenia/Leva will share only the minimal identification information required to verify your identity and process your prescription. 

  • The Pharmacy Affiliate will contact you directly to confirm details, process payment, and arrange delivery. 

  • Pharmacy Affiliates operate as independent entities, and Zerenia Clinic disclaims any liability for the acts, omissions, or service quality of any such partner pharmacy. 

This includes, but is not limited to, responsibility for: 

  • Prescription acceptance policies, 

  • Delivery timelines and courier services, 

  • Pharmacy operating hours, and 

  • Stock availability. 

If Pharmacy Affiliate services are unavailable or unsuitable, your prescription can be sent to a local pharmacy for collection or direct fulfilment. 

 

Patient Responsibilities 

You acknowledge that you are solely responsible for: 

  • Paying for any medication and delivery directly to the dispensing pharmacy; 

  • Following all dosage and usage instructions provided by the prescribing HCP or pharmacist; 

  • Reporting side effects or adverse reactions promptly to a Zerenia/Leva HCP; 

  • Safeguarding your medication and not sharing it with any other individual; 

  • Ensuring that no prescribed medication is used beyond its expiry date. 

You are under no obligation to purchase any prescribed medication. If you choose not to obtain or use a prescribed medicine, you should discuss this decision directly with your Zerenia/Leva HCP to ensure continuity of care. 

 

Communication with Your GP 

For your safety and integrated care, you are encouraged to inform your registered GP of any new medications or dosage adjustments made during your consultation with Zerenia/Leva clinicians. 

O. Our Liability 

Nothing in these Terms excludes or limits Zerenia Clinic’s (operating as Leva Clinic) liability to you for: 

  • Death or personal injury caused by our negligence; 

  • Fraud or fraudulent misrepresentation; or 

  • Breach of your statutory rights under the Consumer Rights Act 2015. 

 

Third-Party Services and Links 

Zerenia/Leva shall not be held liable for the quality, safety, or suitability of services or goods provided by any third-party organisation mentioned on, or linked through, the Platform. 
This includes, but is not limited to, Pharmacy Affiliates, diagnostic providers, referral services, and any other independent contractors. 
All such third parties operate under their own terms, conditions, and regulatory responsibilities. 

 

Delays and External Events 

We are not responsible for delays or service interruptions outside our reasonable control. 
If our ability to provide the Services is delayed or impacted by an event beyond our control, we will notify you as soon as reasonably possible and take appropriate steps to minimise disruption. 

Provided we do so, we will not be liable for any delay caused by such an event. 
If the delay is expected to be substantial, you may contact us to end the service or cancel an appointment, in which case you will receive a refund for any Services paid for but not received. 

 

Foreseeable Loss and Damage 

Zerenia/Leva is responsible only for foreseeable loss or damage caused by our breach of these Terms or our failure to exercise reasonable care and skill. 
Loss or damage is considered foreseeable if: 

  • It is obvious that it would occur, or 

  • Both you and we knew it might occur at the time of entering into the contract (for example, if discussed during the booking process). 

We are not responsible for any indirect, incidental, or consequential losses, including but not limited to loss of income, business, or opportunity. 

 

Limitation of Liability 

Subject to the provisions of this clause, Zerenia Clinic’s total liability to you for any losses arising in connection with your use of the Platform or Services shall not exceed £1,000,000 (one million pounds sterling). 
This limit applies to all claims, including negligence, breach of contract, and statutory duty, to the fullest extent permitted by law. 

 

P. Referrals 

Where clinically appropriate and with your consent, Zerenia Clinic (operating as Leva Clinic) may provide referrals to specialists or other healthcare services. 
Referrals are made only when, in the professional judgment of a Zerenia/Leva Healthcare Professional (HCP), such onward care is considered beneficial and suitable for your condition. 

Zerenia/Leva HCPs will make every reasonable effort to ensure that referrals are: 

  • Clinically justified; 

  • Made to qualified and regulated professionals or organisations; and 

  • Appropriate for your individual healthcare needs. 

Referrals may not always specify a named clinician. In such cases, they may be issued as an “open referral”, indicating the type or category of specialist or service recommended (for example, a pain specialist, physiotherapist, or mental health provider). 

Where possible, patients are encouraged to share referral details with their NHS GP or regular care provider to support continuity of care and record accuracy. 

Zerenia/Leva cannot accept liability for the availability, quality, or outcomes of care delivered by external specialists or providers, as they operate independently under their own governance and professional regulation. 

 

Q. Diagnostic Tests 

Healthcare Professionals (HCPs) at Zerenia Clinic (operating as Leva Clinic) may, where clinically appropriate, provide referrals for private diagnostic investigations. 
These may include, but are not limited to: 

  • Pathology tests (e.g. blood tests, urine analysis); 

  • Imaging studies (e.g. X-ray, ultrasound, MRI scans); or 

  • Other specialist diagnostic procedures carried out by an independent third-party provider (the “Provider”). 

You acknowledge that you are solely responsible for: 

  • Arranging and attending the recommended diagnostic test; 

  • Paying any associated fees directly to the Provider; and 

  • Complying with the Provider’s terms and booking procedures. 

In certain cases, based on your clinical assessment, your Zerenia/Leva HCP may refer you back to your NHS GP or another healthcare service to organise the necessary investigations through public pathways. 

 

Data Sharing and Provider Communication 

By requesting or accepting a referral to a third-party Provider, you authorise Zerenia/Leva to share only the essential identification information required to confirm your identity and facilitate your appointment. 
This may include your full name, date of birth, and contact details. 

Zerenia Clinic takes all reasonable steps to safeguard your personal data and ensure that any data sharing complies with the UK General Data Protection Regulation (GDPR) and Data Protection Act 2018, as outlined in our Privacy Policy. 

All third-party Providers operate as independent entities under their own governance, regulation, and data handling policies. 
Zerenia/Leva is not responsible for the actions, data practices, or service quality of these Providers. 

 

Follow-Up and Result Review 

You are required to book a follow-up appointment with a Zerenia/Leva HCP to review your diagnostic results. 
Results are not automatically monitored or reviewed by Zerenia/Leva unless a follow-up consultation has been booked. 
This ensures that findings are properly discussed and integrated into your ongoing treatment plan. 

 

R. General 

You may not transfer, assign, or delegate any of your rights or obligations under these Terms to another person without the prior written consent of Zerenia Clinic (operating as Leva Clinic). 

All notices or correspondence from you to Zerenia/Leva must be made in writing and sent to the contact address provided at the end of these Terms. 
Zerenia/Leva may send notices to you using either the email address or postal address that you supplied when registering on the Platform. 

If Zerenia/Leva does not immediately enforce any right under these Terms, this shall not constitute a waiver of that right, and we may still enforce it at a later time. 

If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect. 

These Terms, and any dispute or claim arising from or related to them (including non-contractual disputes), shall be governed by and construed in accordance with the laws of England and Wales. 

Both you and Zerenia Clinic agree to submit to the non-exclusive jurisdiction of the courts of England and Wales. 
If you are a resident of: 

  • Scotland, you may also bring proceedings in the courts of Scotland; or 

  • Northern Ireland, you may also bring proceedings in the courts of Northern Ireland. 

 

S. Compliments and Complaints 

Zerenia Clinic (operating as Leva Clinic) welcomes all feedback, whether positive or constructive, as it helps us continually improve the quality and safety of our care. 

You can contact us at any time by email at help@levaclinic.com. 

 

How to Make a Complaint 

If you have a concern or complaint about any aspect of our Services, we will always endeavour to resolve the issue promptly, fairly, and informally whenever possible — often at the time the issue arises. 

If you wish to make a formal complaint, please do so in writing by either: 

  • Email: help@levaclinic.com 

  • Post: 
    Zerenia Clinic (Leva Clinic) 
    5 Pemberton Row 
    London EC4A 3BA 
    United Kingdom 

Please include the following details to help us handle your complaint efficiently: 

  • Your full name, date of birth, and address; 

  • A clear description of your concern or issue; 

  • The date(s) of the event(s) in question; and 

  • Any supporting information or evidence you feel is relevant. 

If you are submitting a complaint on behalf of another patient, you must have their written consent to do so. 

 

Handling Clinical Complaints 

If your complaint relates to a clinical issue, it will be escalated to a Senior Healthcare Professional within Zerenia Clinic, who will review and respond in line with professional and regulatory standards. 

 

Acknowledgement and Response Times 

  • We will acknowledge your complaint within 3 working days of receipt. 

  • A full investigation will be carried out, and we aim to provide a final written response within 20 working days. 

  • If there are delays in the investigation, we will keep you informed of progress and revised timelines. 

 

Investigation Process 

When investigating a complaint, we will: 

  • Examine the circumstances thoroughly and impartially; 

  • Offer you the opportunity to discuss the issue with those involved; 

  • Provide a clear explanation or apology, where appropriate; and 

  • Take reasonable steps to ensure the issue does not happen again. 

Once the investigation is complete, you will receive a formal written response summarising the findings and outcomes. 

 

Independent Review and Escalation 

If your complaint cannot be resolved directly with Zerenia Clinic, or if you remain dissatisfied with the outcome, you may request an independent review. 
Zerenia Clinic is a member of ISCAS (The Independent Sector Complaints Adjudication Service), which provides impartial adjudication for unresolved complaints in the independent healthcare sector. 

You will be guided on how to contact ISCAS if appropriate. 

If you continue to be dissatisfied or believe the matter raises regulatory concerns, you may also contact: 
Care Quality Commission (CQC) 
Citygate, Newcastle upon Tyne, NE1 4PA 
Telephone: 03000 616161 
Website: www.cqc.org.uk 

 

T. Safeguarding 

At Zerenia Clinic (operating as Leva Clinic), the safety and welfare of every patient is paramount. 
We are committed to protecting adults and children at risk from abuse, neglect, exploitation, or harm, and to responding promptly and appropriately to any safeguarding concerns raised. 

If you are worried about neglect, abuse, or exploitation involving yourself, a patient, or someone you know, please contact us immediately. 
You can reach us at: 
help@levaclinic.com 
+44 (0)20 4526 4622 

 

Understanding Abuse 

Abuse can be: 

  • A single incident or something that happens repeatedly 

  • Deliberate or unintentional, sometimes caused by lack of awareness 

  • A crime under UK law 

Abuse can occur anywhere, at any time, and be caused by anyone, including: 

  • A partner or family member 

  • A friend or neighbour 

  • A paid or volunteer carer 

  • Another service user 

  • A person in a position of trust 

  • A stranger 

No one should have to live with abuse. Reporting abuse helps stop it and protects others from harm. 
Everyone has a duty to help safeguard vulnerable people from abuse and neglect. 

 

Types of Abuse 

Abuse can take many forms, including but not limited to: 

  • Physical abuse – being hit, kicked, restrained, or physically harmed. 

  • Sexual abuse – being forced or coerced into sexual activity without consent. 

  • Psychological or emotional abuse – being threatened, ridiculed, controlled, or intimidated. 

  • Financial or material abuse – theft, fraud, exploitation, or misuse of someone’s money or property. 

  • Neglect or acts of omission – failing to provide adequate care or support, leading to harm. 

  • Discriminatory abuse – harassment or unfair treatment based on race, gender, disability, sexuality, religion, or age. 

  • Modern slavery – human trafficking, forced labour, or servitude. 

  • Organisational abuse – neglect or poor practice within institutions or care services. 

  • Domestic abuse – abuse by a partner, ex-partner, or family member. 

  • Self-neglect – when someone refuses essential care or support, leading to significant harm to their health or wellbeing. 

 

If You Suspect Abuse 

Always remember: 

  • Abuse is never acceptable. 

  • Try, where possible, to involve the person at risk in the decision to seek help. 

  • If someone is injured or in danger, seek medical help immediately or call emergency services. 

  • If you believe a crime has been committed, contact the police. 

  • You can report concerns anonymously if you wish. 

When you report abuse, professionals will: 

  • Listen carefully and take your concern seriously 

  • Respond sensitively and appropriately 

  • Investigate or make referrals to relevant authorities 

  • Respect the wishes of the person at risk wherever possible 

  • Inform the police if a crime is suspected 

  • Support and protect the person at risk and anyone else affected 

  • Develop a safeguarding plan to help keep people safe in the future 

 

How to Report Safeguarding Concerns 

  • In an emergency: Call the Police on 999 

  • If not an emergency: Call the Police on 101 

  • To report a safeguarding concern or seek advice: 

  • Contact your local Adult Social Care or Safeguarding Team, or 

  • Contact Zerenia Clinic (Leva Clinic) by phone at +44 (0)20 4526 4622 or by email at help@levaclinic.com. 

  • Out of hours: If urgent, contact the Police directly. 

 

U. Contact Zerenia (Leva Clinic) 

If you have any questions, concerns, or requests regarding these Terms and Conditions, your appointment, or any aspect of our Services, please contact us using the details below: 

Email: help@levaclinic.com 
Telephone: +44 (0)20 4526 4622 
Address: 
Zerenia Clinic (operating as Leva Clinic) 
5 Pemberton Row 
London EC4A 3BA 
United Kingdom 

We aim to respond to all correspondence as promptly as possible during normal business hours (Monday–Friday, 9:00 AM – 5:00 PM, excluding UK public holidays).