Terms and Conditions
Please read these terms carefully before using Pectus Care with Fiona.
This is a private service. Pectus Care with Fiona is not part of the NHS and is not funded by public money. Fees apply for consultations. By using this service you acknowledge that it operates entirely on a private, fee-paying basis.
1. About these terms
These terms and conditions govern your use of the Pectus Care with Fiona website and services, provided by Fiona Dixon (known professionally as Fiona Roy), trading as Pectus Care with Fiona (referred to as "we", "us", or "Fiona" throughout).
By submitting a screening form or booking a consultation, you confirm that you have read, understood, and agreed to these terms. If you do not agree, please do not use the service.
We may update these terms from time to time. The version in force at the time you submit a screening form or book a consultation is the version that applies to your use of the service.
2. Definitions
The following terms are used throughout this document:
| Term | Meaning |
|---|---|
| Service | The pectus excavatum orthotics consultations, vacuum bell device supply, and related clinical support provided by Fiona Dixon (known professionally as Fiona Roy), trading as Pectus Care with Fiona. |
| Clinician | Fiona Roy (legal name Fiona Dixon), HCPC-registered orthotist and prosthetist, who provides the clinical service. |
| Patient | The individual seeking or receiving clinical assessment or treatment, whether an adult or a child. |
| Client | The person entering into the agreement with us — this may be the patient themselves or a parent, guardian, or other responsible adult acting on behalf of the patient. |
| Consultation | A remote clinical appointment conducted via Microsoft Teams, during which the Clinician reviews the patient's case and provides clinical advice and recommendations. |
| Vacuum bell device | A non-surgical orthotics device used in the conservative treatment of pectus excavatum, sourced directly from Klobe GmbH. |
| Screening form | The online form used to collect initial clinical and contact information prior to any consultation being offered or confirmed. |
3. Screening and initial contact
3.1 Submitting a screening form does not guarantee a consultation, a clinical assessment, or any ongoing service. Fiona will review the information you provide and contact you to let you know whether a consultation may be appropriate.
3.2 There is no charge for submitting a screening form. You are under no obligation to proceed beyond the initial screening stage.
3.3 We reserve the right to decline to offer a consultation or service to anyone where, in our clinical judgement, the service would not be safe or appropriate.
4. Consultations
4.1 Consultations are conducted remotely via Microsoft Teams. You are responsible for ensuring you have a suitable device, internet connection, and a private space for the appointment.
4.2 Consultations are clinical appointments. The Clinician will provide recommendations based on the information available at the time. These recommendations do not replace advice from your GP or any other treating clinician, and you should not disregard professional medical advice on the basis of anything discussed in a consultation.
4.3 A written treatment plan will be provided following a consultation where Fiona determines that treatment is appropriate. The treatment plan is intended for your personal use and relates to the clinical information discussed at your appointment.
4.4 The initial consultation fee is £50. Follow-up session fees will be confirmed at or before your first appointment. All fees are payable before or at the time of the appointment; details of how to pay will be confirmed in advance.
5. Vacuum bell devices
5.1 If a vacuum bell device is recommended for your treatment, it will be sourced directly from Klobe GmbH in Germany. The device will be ordered and dispatched specifically for you based on your clinical measurements.
5.2 Devices are dispatched internationally. Delivery times and any applicable customs charges for orders outside the United Kingdom are the client's responsibility. We will confirm postage costs before any order is placed.
5.3 Device pricing is passed on to the client at cost, with no mark-up. The price charged by Klobe GmbH may vary; you will be informed of the current price before committing to a purchase.
Important — returns and refunds: Vacuum bell devices are custom-fitted medical devices that come into direct contact with the skin. Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to goods that are made to the consumer's specifications or are clearly personalised, or to goods which are liable to deteriorate or expire rapidly. Because devices are ordered to your clinical measurements and for reasons of hygiene, we are unable to accept returns or offer refunds once a device has been dispatched, except where the device is faulty or not as described.
5.4 If you believe your device is faulty or was not as described, please contact us as soon as possible. We will work with you to investigate and, where appropriate, liaise with Klobe GmbH on your behalf.
6. Payment
6.1 Payment details will be confirmed before any chargeable service is provided. We currently accept payment by bank transfer. Alternative payment methods may be offered at our discretion.
6.2 Consultation fees are due before or at the time of your appointment. Device costs are due before an order is placed with Klobe GmbH.
6.3 All prices are quoted in pounds sterling (GBP) and are inclusive of any applicable VAT, unless stated otherwise.
7. Cancellation and rescheduling
7.1 If you need to cancel or reschedule a consultation, please let us know as soon as possible. We ask for at least 48 hours' notice where possible.
7.2 Cancellations made with less than 48 hours' notice may not be eligible for a refund of the consultation fee. We will consider the circumstances of each case and will try to be reasonable where late cancellation is due to illness or other unavoidable circumstances.
7.3 If Fiona needs to cancel or reschedule an appointment at short notice, we will offer an alternative appointment as soon as practicable, and a full refund if you prefer not to rebook.
7.4 To cancel or reschedule, please contact us directly using the details provided at the time of booking.
8. Clinical responsibility and limitations
8.1 Fiona Roy is registered with the Health and Care Professions Council (HCPC) as an orthotist and prosthetist and practises in accordance with HCPC standards of conduct, performance and ethics.
8.2 This service provides remote clinical assessment and orthotics support for pectus excavatum. It does not provide surgical referrals, emergency care, or services beyond its defined clinical scope. If you have concerns about your health that require urgent attention, please contact your GP, call NHS 111, or in an emergency call 999.
8.3 Clinical advice is based on the information provided by you at the time of consultation. The accuracy of any assessment depends on the completeness and accuracy of the information you share. You agree to provide information that is truthful and as complete as reasonably possible.
8.4 Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot be excluded or limited by law.
9. Complaints
9.1 If you are unhappy with any aspect of the service, please contact us in the first instance so we have the opportunity to resolve your concern. We aim to acknowledge complaints within 5 working days and to provide a full response within 20 working days.
9.2 If you remain dissatisfied after raising a complaint with us, you may contact the Health and Care Professions Council (HCPC), which regulates Fiona Roy's professional practice. Details of how to raise a fitness to practise concern are available at hcpc-uk.org.
9.3 For disputes relating to consumer contracts, you may also be entitled to use an Alternative Dispute Resolution (ADR) scheme. We will provide details of any applicable ADR scheme on request.
10. Privacy and data
10.1 Your personal information, including health data, is collected and processed in accordance with our Privacy Policy, which forms part of the terms governing your use of this service.
10.2 By submitting a screening form or booking a consultation, you consent to your information being processed as described in the Privacy Policy.
11. General
11.1 These terms are governed by the law of England and Wales. Any disputes that cannot be resolved informally will be subject to the exclusive jurisdiction of the courts of England and Wales.
11.2 If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
11.3 These terms do not affect your statutory rights as a consumer under UK law.