Master Terms & Conditions: Elanic & Elanic Medical

Service Provider: Elanic Ltd (Company Registration No: SC362472)

Website Domains: elanic.co.uk | elanicmedical.co.uk

Regulator: Regulated by Healthcare Improvement Scotland (HIS)

• Independent Clinic Registration: 132 Bath Street, Glasgow, G2 2EN
• Independent Hospital Registration: 128 Bath Street, Glasgow, G2 2EN

Effective Date: July 2026

1. Regulatory Status & Operating Principles

1.1. Regulated Healthcare Provider: Elanic Ltd is fully registered and regulated by Healthcare Improvement Scotland (HIS) to provide independent healthcare services, surgical procedures, and clinical consultations across 128–132 Bath Street, Glasgow. All services strictly comply with HIS standards, the Health (Tobacco, Nicotine etc. and Care) (Scotland) Act 2016, and General Medical Council (GMC) ethical standards.

1.2. Care and Supervision: Patients remain under the direct clinical care and supervision of their Consultant Physician, Surgeon, Nurse, or Aesthetic Practitioner (hereafter referred to as the “Practitioner” or “Consultant”). Elanic clinical staff administer care strictly following Practitioner instructions and HIS-compliant protocols.

1.3. Patient Care Co-ordinators: Patient Care Co-ordinators and administrative personnel are non-clinical staff. Any information provided by non-clinical personnel is general operational support and does not constitute medical advice or diagnosis. All clinical queries and medical assessments must be addressed directly to your Consultant. Clinical consent cannot be delegated to non-clinical personnel.

1.4. Practitioner Status & Indemnity:

• GMC-registered Consultants operating at Elanic are self-employed independent contractors holding full GMC registration with a licence to practise. Consultants maintain independent Private Medical Indemnity Insurance. Elanic is not liable for medical advice given or surgical decisions made by self-employed practitioners.
• Employed clinicians (nurses, therapists) are covered under Elanic Ltd’s corporate indemnity policy.

1.5. Ownership Disclosure: Patients are explicitly informed that Mr. Vivek Sivarajan and Mrs. CJ Tollan (Sivarajan) are Company Directors and equity owners of Elanic Ltd.

1.6. Age Limits: The minimum age limit for surgical procedures, prescription treatments, and laser therapies is 18 years or older.

2. Facilities, Recordings & Emergency Hospital Transfers

2.1. Suitable Facilities: Elanic provides modern, safe, and sterile facilities equipped to HIS regulatory standards.

2.2. Audio/Visual Consultations: Phone calls and virtual consultations across elanic.co.uk and elanicmedical.co.uk may be audio-recorded as part of your permanent medical record. Elanic is not responsible for technical failures, equipment failures, or poor connectivity during remote communications.

2.3. Emergency Hospital Transfer Policy: In the rare event of a post-operative complication requiring acute care beyond our facility's scope, the patient agrees to be transferred to an NHS hospital or private tertiary facility as deemed necessary on medical grounds by the attending Consultant. Hospital selection is at Elanic’s discretion. Any additional fees incurred at external private hospitals remain the sole responsibility of the patient.

3. Statutory Duty of Candour (HIS Compliant)

3.1. Legal Obligation: In accordance with the Health (Tobacco, Nicotine etc. and Care) (Scotland) Act 2016 and The Duty of Candour (Scotland) Regulations, Elanic enforces a strict Duty of Candour policy.

3.2. Procedure Following an Incident: If an unexpected or unintended clinical event occurs during care that results in harm, death, or prolonged recovery:

• We will notify you (or your designated representative) as soon as reasonably practicable.
• We will provide a formal written apology and a clear, open explanation of the event.
• We will offer a meeting to discuss ongoing clinical support, treatment, and review findings.

3.3. Annual Reporting: Elanic publishes an Annual Duty of Candour Report publicly on elanic.co.uk and submits it directly to Healthcare Improvement Scotland.

4. Consultations, Consent, Medical Disclosure & BMI Safety

4.1. Informed Consent: Obtaining informed consent is the legal and ethical responsibility of your treating Practitioner prior to surgery or treatment. Consent forms detail planned procedures, potential benefits, risks, and complications. Anaesthetic consent (sedation or general anaesthesia) must be obtained separately by the attending Anaesthetist.

4.2. Prescription-Only Medicines (POMs): In adherence to GMC guidance, any treatment involving prescription-only medicines (e.g., Botulinum Toxin) requires an in-person, face-to-face consultation with a qualified prescribing Practitioner before prescribing or administration.

4.3. Full Medical Disclosure: Patients must provide a complete, truthful, and accurate medical history. Withholding medical information (e.g., undisclosed medications, smoking, pre-existing conditions) endangers health and safety, invalidates aftercare warranties, and grounds immediate cancellation without refund. Patients must notify Elanic immediately of any change in medical status or social circumstances.

4.4. GP Communication: Elanic reserves the right to contact a patient's General Practitioner (GP) where clinically necessary, subject to patient consent. Withholding consent to contact your GP may result in cancellation of surgery on safety grounds.

4.5. BMI Safety Thresholds:

• General Anaesthetic: Upper BMI limit is 35 (except Bariatric/Weight Loss procedures, which is 45).
• Non-Compliance Forfeiture: If a patient attends on the surgical date exceeding these safety limits, surgery could be cancelled on safety grounds, and all retained funds represent pre-estimated administrative, clinical, and unrecoverable facility losses incurred by Elanic.

5. Cooling-Off & Reflection Periods

5.1. Mandatory 14-Day Surgical Reflection: In compliance with GMC ethical guidance and HIS standards, a mandatory 14-day cooling-off (reflection) period applies between the initial consultant consultation and elective cosmetic surgery. Patients maintain the right to withdraw consent at any point prior to surgery.

5.2. Reflection Waivers: The 14-day period may only be shortened if the surgery is non-cosmetic or urgent, subject to an explicit clinical waiver signed by the Consultant.

5.3. Third-Party Finance Cooling-Off: Finance agreements arranged through Independent Finance Companies (IFC) require a 14-day cooling-off period; surgery cannot take place within 15 days of loan approval.

6. Financial Responsibilities, Insurance & Payment Terms

6.1. Payment Obligations: All fees levied by Elanic remain the sole responsibility of the patient. Quotes issued at consultation are valid for the day of consultation only. A minimum non-refundable deposit of £1,000 is required to secure a surgical date and fix package pricing.

6.2. Payment Deadlines: The remaining balance must be paid in full no later than 42 days (6 weeks) prior to surgery. If booking within 6 weeks, full payment is due immediately. Failure to settle balances 42 days prior reserves Elanic's right to cancel the procedure and retain sums under Section 8.

6.3. Included Services in Surgical Packages: Package prices include pre-operative nurse assessment, Consultant and Anaesthetist fees, theatre/facility fees, intra-operative and immediate post-operative recovery medications, routine dressings, in-patient stays (as required and planned, overnight stays beyond planned then Elanic reserve the right to charge additional fees), routine nurse follow-ups for 1 year, and specific pre/post-admission physiotherapy where explicitly defined.

6.4. Excluded Costs: Third-party diagnostic scans, non-standard blood tests, GP/specialist letters, or post-operative diagnostics outside the immediate healing phase are billed separately.

6.5. Health Insurance Pathways: Patients using private health insurance do not pay a deposit but must provide membership details and pre-authorisation codes prior to booking. Shortfalls or payment failures by the insurer remain the direct personal liability of the patient.

6.6. Independent Finance Agreements: Commercial loan agreements with Independent Finance Companies (IFC) are contracts between the patient and the IFC. If a loan is cancelled or unpaid, the patient remains liable to Elanic for all treatments, tests, and administrative activities already conducted.

7. Marketing, Pricing Adjustments & Gift Vouchers

7.1. GMC & HIS Compliance & Non-Pressure Pricing: In strict compliance with GMC ethical guidance for cosmetic interventions and HIS regulatory standards, Elanic does not utilize time-limited promotional offers, pressure-sales tactics, or artificial booking deadlines for any clinical or surgical procedures. All pricing, including standard rates and reduced surgical fees, is structured to ensure patients have unlimited time to consider their care.

7.2. Surgical Pricing & Fixed Package Discounts: From time to time, Elanic may offer reduced base pricing or fixed promotional rates on specific surgical treatment packages. Any surgical pricing adjustment or offer extended to a patient is non-time-bound, meaning the agreed promotional rate will be honored regardless of when the surgery is booked or performed.

7.3. Clinical Suitability & Absolute Clinical Discretion: The availability of discounted or reduced surgical pricing does not guarantee surgical suitability or acceptance. All surgical procedures remain strictly contingent upon a formal, face-to-face consultation and clinical evaluation by an Elanic Consultant Surgeon. If a patient is deemed medically or psychologically unsuitable for surgery, any deposit paid toward a discounted surgical package will be refunded in full.

7.4. GMC Reflection Period: All surgical procedures—whether booked under standard or discounted package pricing—remain subject to the GMC-mandated 14-day cooling-off (reflection) period between the initial consultant consultation and the surgical procedure date.

7.5. Non-Surgical Promotions & Vouchers:

• Applicability: Promotional vouchers and codes apply to eligible non-surgical aesthetic skin therapies and non-prescription treatments.
• Exclusions & Stacking: Promotional offers cannot be combined or stacked with finance packages, corporate rates, or existing promotional bundles unless explicitly agreed in writing by Elanic Management. Discounts cannot be applied retrospectively.
• Gift Vouchers: Gift vouchers carry no expiration date, have no cash value, and are non-refundable. Unused voucher balances remain securely credited to the patient's account for future eligible treatments.

8. Rescheduling, Cancellation & Fee Retention Policies

Surgical Cancellations & Rescheduling (Patient-Initiated)

• 35+ days before surgery:
  • Cancellation: Full refund less administrative booking fees.
  • Rescheduling: No charge.
• 34 to 15 days before surgery:
  • Cancellation: 50% charge of total procedure cost.
  • Rescheduling: 25% rescheduling fee of treatment value.
• 14 days or less before surgery:
  • Cancellation: 100% cancellation charge (all funds retained).
  • Rescheduling: 50% rescheduling fee of treatment value.
• Rescheduled Cancellations: If surgery is cancelled 34 days or less after a prior reschedule, cancellation penalties apply against the original planned surgery date.
• Refund Processing: Approved refunds are processed within 28 working days via BACS transfer to the patient's verified bank account via e-sign authorization.

Clinical Postponements & Pre-Op Safety Non-Compliance

• Clinical Postponements: If Elanic or the Consultant postpones a procedure due to acute medical changes or clinical safety concerns, the procedure will be rescheduled at no additional cost. No consequential financial losses will be payable by Elanic for short-notice changes beyond its control.
• Pre-Procedure Non-Compliance: Retained funds for cancellations resulting from patient non-compliance with pre-operative health instructions (e.g., exceeding BMI limits, unannounced medical changes) represent pre-estimated administrative, clinical, and unrecoverable facility losses incurred by Elanic.

Non-Surgical & Consultation Cancellations

• Consultations: Cancellations require >72 hours' notice for a full deposit refund.
• Non-Surgical Treatments: Rescheduling within 24 hours incurs a £25 administrative charge.

9. Revision Surgery & Warranty Policy (SOP-REV-001)

All revision requests are managed under Elanic's formal Warranty Policy (SOP-REV-001). Case reviews require formal application by the treating Consultant following post-operative reviews.

Category 1: Clinical Complications

Clinical complications (e.g., wound breakdown, dog ears, infection requiring implant removal) arising directly from surgery:

• Reported Within 1 Year: Re-operation is provided FREE OF CHARGE (clinical/hospital costs included; external travel and accommodation excluded).
• Reported After 1 Year: Standard surgical fees apply.
• Clock Expiration: The 1-year warranty clock runs strictly from the original surgery date and never resets after a revision procedure.

Category 2: Aesthetic Outcome Issues

Dissatisfaction with appearance where no clinical complication exists and results meet Consultant expectations:

1. Must be formally reported within 6 to 12 months of original surgery.
2. Case must be reviewed and formally approved by the Elanic Multi-Disciplinary Team (MDT) Panel and Managing Director.
3. Patient Fixed Contribution Fees (upon MDT Approval):
   • Minor Revision (Local Anaesthetic): £500 fixed contribution fee.
   • Major Revision (GA/Sedation, no implants): £1,500 fixed contribution fee.
   • Major Revision (GA/Sedation with implants): £1,500 + cost of new implants.
4. Unapproved requests meeting Consultant expectations are chargeable at full standard rates.

Mandatory Healing Waiting Periods

To protect patient safety and tissue integrity, revisions will not be performed before clinical tissue healing periods elapse:

• Implant Reinsertion: Minimum wait of 3 months.
• Standard Surgical Procedures: Minimum wait of 6 months.
• Rhinoplasty & Liposuction: Minimum wait of 12 months.

Revision Cancellations

Revision bookings require at least 14 days' written notice to cancel or reschedule. Cancelling within 14 days or failing to attend results in permanent forfeiture of free or discounted revision rights.

10. Aftercare Policy

10.1. Coverage: Package care includes access to Nurse or Consultant follow-up appointments for 1 year post-operatively. Follow-up appointments requested after 1 year are charged at £50 per appointment.

10.2. Compliance & Non-Attendance: Patients must comply with all post-operative instructions and attend scheduled appointments. Failing to attend a follow-up appointment without giving 48 hours' notice incurs a £75 fee; further appointments are frozen until settled.

10.3. Invalidation of Aftercare: Non-compliance with post-operative guidance or failure to disclose full medical histories invalidates aftercare packages, making the patient financially liable for corrective treatments.

11. Complaints Procedure & Regulatory Escalation

Elanic operates a 3-Stage Complaint Handling Process in compliance with ISCAS and HIS guidelines:

• Stage 1 (Local Resolution): Submit written concerns to the Outpatient Manager at 128 Bath Street, Glasgow, or email [email protected]. Acknowledged within 3 working days; full investigation response provided within 20 working days.
• Stage 2 (Internal Review): If unresolved locally, escalate to the Managing Director for senior executive review.
• Stage 3 (Independent External Adjudication): If still unresolved, private patients may escalate to the Independent Sector Complaints Adjudication Service (ISCAS) within 6 months of the Stage 2 decision. NHS-funded care pathways may escalate to the Scottish Public Services Ombudsman (SPSO).

For our full complaints process, please visit: https://www.elanicmedical.co.uk/complaints-process/

Direct Contact with Healthcare Improvement Scotland (HIS)

Patients retain the statutory right to raise a concern or complaint directly with HIS at any stage:

Healthcare Improvement Scotland (HIS)
Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB
Phone: 0131 623 4342 | Email: [email protected]

12. Privacy, Data Protection & Records Sharing

12.1. Data Protection Compliance: Elanic complies fully with the Data Protection Act 2018 and UK GDPR across elanic.co.uk and elanicmedical.co.uk.

12.2. Permitted Data Sharing: By signing agreements or booking services, patients consent to sharing necessary medical/personal data (including contact details, treatment records, and care history) with treating clinicians, external hospital facilities, legal counsel, and Elanic's medical indemnity insurers in the event of a complaint, claim, or emergency. Personal data is never sold to third parties.

13. Valuables & Personal Property

13.1. Elanic Ltd accepts no responsibility or legal liability for loss or damage to cash, jewelry, clothing, or personal belongings brought onto Elanic premises or third-party operating hospital sites. Patients are advised to leave valuables at home and maintain independent personal property insurance.