Terms & Conditions

Last updated: 16 June 2026

Please read these Terms and Conditions carefully before using our website or services. By accessing vertexmedic.com or using our services, you agree to be bound by these terms.

1. ABOUT US

Vertex Medic is a trading name operated by CALDRENOR LTD ("Vertex Medic", "we", "us", "our"), company number 17446753.

Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. The registered office is a Companies House filing address, not a clinic or treatment location. Email: hello@vertexmedic.com Website: https://vertexmedic.com

2. OUR ROLE. ARRANGING AND COORDINATING YOUR CARE

Vertex Medic arranges and coordinates hair restoration care. The care itself is delivered by an independent GMC-registered clinician and a separately registered healthcare provider, each responsible for their own clinical care and each an independent controller of the health data they hold. Vertex Medic does not itself perform surgical or medical procedures of any kind.

The clinician who carries out your assessment and your procedure, and their registration details, are confirmed to you in writing before you book.

Any surgical or clinical procedure arranged through Vertex Medic will be performed by: (a) a CQC-registered provider, or a CQC-registered clinics who hold full regulatory responsibility under their CQC registration; and/or (b) GMC-registered surgeons operating within CQC-registered facilities.

By engaging our services, you acknowledge and accept that:

• Vertex Medic is not itself the provider of clinical or surgical services
• Clinical responsibility for your assessment, treatment and aftercare rests with the treating clinician and the facility in which they practise
• Vertex Medic's role is to arrange and coordinate your care, and to provide the non-clinical services set out in section 3

3. SERVICES WE PROVIDE

Vertex Medic arranges and coordinates:

• Free consultations with GMC-registered clinicians
• Booking coordination for hair restoration procedures including

FUE hair transplants and non-surgical treatments

• Coordination of prescription fulfilment where an appropriately qualified prescriber has prescribed, with a registered UK pharmacy. Vertex Medic does not prescribe and does not supply medicines
• Educational content about hair loss and restoration

4. CONSULTATIONS

Initial consultations arranged through Vertex Medic are provided free of charge and without obligation.

A consultation does not constitute a contract for treatment. You are under no obligation to proceed with any treatment following a consultation.

Clinical assessments, recommendations, and treatment plans provided during consultations are the professional opinion of the treating surgeon, not of Vertex Medic

5. TREATMENT BOOKINGS AND DEPOSITS

5.1 To secure a procedure booking, a deposit is required. The deposit amount is confirmed at consultation.

5.2 The balance of your procedure price is due on the day of your procedure.

5.3 Cancellation and refund terms for deposits are as follows:

(a) Cancellation more than 14 days before your scheduled procedure: Full deposit refund issued within 14 working days.

(b) Cancellation between 7 and 14 days before your scheduled procedure: 50% of deposit refunded. The remaining 50% is retained to cover administrative and scheduling costs incurred.

(c) Cancellation less than 7 days before your scheduled procedure: Deposit is non-refundable. This reflects the coordination and administration costs already incurred on your booking, and any preparation.

(d) Cancellation by Vertex Medic: In the event Vertex Medic cancels your appointment, your full deposit will be refunded within 14 working days, or applied to a rescheduled appointment at your choice.

All cancellations must be submitted in writing to hello@vertexmedic.com. Cancellation terms are also confirmed in your booking confirmation email.

5.4 We reserve the right to reschedule appointments where necessary. In such cases, we will provide reasonable notice and offer alternative dates.

5.5 Procedure pricing is all-inclusive as stated on our pricing page. No additional charges for aftercare, or follow-up appointments will be added unless specifically agreed in writing.

6. PAYMENT TERMS

6.1 Prices are stated in GBP (£) and include VAT where applicable.

6.2 Payment for products is taken at the time of order via Stripe.

6.3 Payment for procedures is split: deposit at booking, balance on the day of procedure.

6.4 Payment options for procedure costs are explained and confirmed in writing before booking. Any terms that apply to the option you choose are set out in that written confirmation, and nothing is agreed until you have seen them.

6.5 All pricing is subject to change. The price agreed at your consultation is the price you pay.

7. PRODUCTS. SALE OF GOODS

7.1 Vertex Medic branded products are sold subject to the Consumer Rights Act 2015.

7.2 Products are described accurately on our website. Images are for illustration purposes. Slight variations in packaging may occur.

7.3 All products are dispatched from the UK. Delivery times are estimated and not guaranteed.

7.4 Returns: You have a statutory right to return products within 14 days of receipt under the Consumer Contracts Regulations 2013, provided products are unused and in original packaging.

7.5 Products that are food supplements are not intended to diagnose, treat, cure, or prevent any disease. They are not a substitute for professional medical advice.

7.6 Prescription-only medicines are not sold by Vertex Medic Where an appropriately qualified prescriber has prescribed a medicine for you, it is dispensed and supplied by a registered UK pharmacy. Medicines are not subject to the standard returns policy.

8. MEDICATIONS AND PRESCRIPTIONS

8.1 Prescription medicines are dispensed by a registered UK pharmacy following a prescription written by an appropriately qualified prescriber who has assessed you individually.

8.2 Vertex Medic does not itself prescribe medications. All prescriptions are issued by appropriately qualified, registered medical practitioners.

8.3 Medications are provided for personal use only and must not be shared or used by anyone other than the named patient.

8.4 You must disclose all relevant medical history, current medications, and health conditions accurately when requesting a prescription. Providing false or misleading health information is your sole responsibility and releases Vertex Medic and its partners from liability arising therefrom.

8.5 Side effects and contraindications for all medications are provided in the patient information leaflet supplied with each product. You are responsible for reading this information before use.

10. SPECIAL CATEGORY HEALTH DATA

Explicit consent to process special category health data is taken separately, at the point you provide that information, by a clearly worded and unticked tick box. It is NOT given by agreeing to these Terms, and nothing in this section should be read as taking it. The wording you agreed to is version-stamped and recorded with your enquiry.

That consent may be withdrawn at any time by contacting privacy@vertexmedic.com. Withdrawal of consent may affect our ability to provide services.

11. RESULTS AND OUTCOMES

11.1 Vertex Medic does not guarantee any specific result or outcome from any procedure or treatment.

11.2 Individual results vary based on factors including genetic predisposition, hair loss stage, donor supply, health status, and adherence to aftercare instructions.

11.3 Before and after images shown on our website are real patients who have provided consent. They are illustrative of results achieved and are not a guarantee of results for other patients.

11.4 The clinical responsibility for outcomes rests with the treating surgeon and CQC-registered clinic, not with Vertex Medic

12. AFTERCARE

12.1 Vertex Medic coordinates 12 months of structured support for all hair transplant patients as part of the procedure price. This resolves the position stated in section 2: Vertex Medic does not itself provide clinical care, and the 12 months described here is coordination and support, not clinical treatment.

12.2 That support includes scheduling and arranging your follow-up appointments, collecting your progress photographs, reminders, and access to the Vertex Medic booking concierge for non-clinical questions. Clinical reviews, medical advice and treatment decisions within those 12 months are provided by your treating clinician and the registered healthcare provider responsible for your care.

12.2a Where further treatment may be appropriate, this is determined following clinical assessment. Any entitlement to additional treatment is subject to clinical suitability and the applicable written treatment terms.

12.3 Aftercare effectiveness depends on patient compliance with post-procedure instructions. Vertex Medic accepts no liability for outcomes arising from failure to follow aftercare guidance.

13. INTELLECTUAL PROPERTY

All content on vertexmedic.com, including text, images, graphics, logos, and design, is the intellectual property of Vertex Medic or licensed for our use. Reproduction without written permission is prohibited.

14. LIMITATION OF LIABILITY

14.1 Vertex Medic's liability to you is limited to the amount paid by you for the specific service or product giving rise to the claim.

14.2 Vertex Medic accepts no liability for clinical outcomes, surgical complications, or medical decisions made by treating surgeons or clinics.

14.3 Nothing in these terms limits Vertex Medic's liability for: (a) death or personal injury caused by our negligence (b) fraudulent misrepresentation (c) any other liability that cannot be excluded by law

14.4 Vertex Medic is not liable for indirect, consequential, or special losses including loss of profit or loss of opportunity.

15. COMPLAINTS

If you have a complaint about our services:

Step 1: Contact us at hello@vertexmedic.com with details of your complaint. We will acknowledge within 5 working days and respond fully within 28 days.

Step 2: If your complaint concerns clinical care, we will refer you to the registered healthcare provider and the treating clinician, or to the relevant surgeon who is responsible for your clinical care.

Step 3: If unresolved, complaints about clinical care may be escalated to:

• The Care Quality Commission (CQC): cqc.org.uk
• The General Medical Council (GMC): gmc-uk.org
• The Parliamentary and Health Service Ombudsman

Data protection complaints should be directed as set out in our Privacy Policy.

16. GOVERNING LAW

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. CHANGES TO THESE TERMS

We may update these Terms and Conditions from time to time. The date at the top of this page shows when they were last updated. Continued use of our services after changes constitutes acceptance of the updated terms.

18. CONTACT

Vertex Medic

Email: hello@vertexmedic.com Company No: