Forms and methods of payment

Discover Medical London (henceforward known also as: ‘our’, ‘we’) accepts the following forms of payment for all customers:

• BACS or other bank / electronic direct transfer
• Cash
• Credit and debit card

Credit and debit card payments are accepted subject to a 5% transaction fee being added to the total overall cost. This fee covers financial services costs and currency exchange (where applicable).

We are unable to accept cheques.

All transfer, currency and other charges that may be levied on BACS, wire transfer and other forms of electronic direct payment by a third party are the sole responsibility of the customer. All amounts invoiced must be received in full by Discover Medical London to discharge the bill.

Payment due dates

Payment due dates may vary according to the type, length, frequency and nature of any tour or service. Tours involving museum or room bookings will normally require payment at the point of reservation or within an agreed timescale. Such bookings are not finally confirmed (unless specifically indicated to the contrary in writing), until payment is received in the agreed form.

More details on advance payments for these bookings are provided at the point of reservation.

Services provided in line with contract will be invoiced according to the stipulations of the contract or payment schedule.

Unless otherwise agreed and explicitly stipulated on an invoice (or in written contract), payments by cheque, BACS and other electronic direct transfer must be received at least 14 days in advance of the date of tour or service. Likewise all credit and debit card payments, where agreed, must be received 14 days in advance. Cheques must be received at the invoice address by us not later than 21 days in advance.

Payment by cash may be agreed in advance and must be received by us on or before the delivery of service or commencement of tour. All cancellation terms and periods apply to payments due in cash and the creditor will be invoiced in line with the details set out below.

Failure to agree and confirm payment terms may result in the cancellation of a tour or service. Should this occur within the cancellation terms and periods indicated below, the customer will be liable for a cancellation payment.

Cancellation terms and periods

Tours or services cancelled 6 weeks in advance are eligible for a full refund where payment has been received. This amount is less any transaction fees and non-refundable venue hire or admission charges. Where no payment has been received no cancellation charge will be levied. An invoice will be issued for non-refundable venue hire or admission charges.

Tours or services cancelled four to six weeks in advance are eligible for a 50% refund where payment has been received. This amount is less any transaction fees and non-refundable venue hire or admission charges. Where no payment has been received, a cancellation charge of 50%+ fees will be levied. At our discretion, we may offer an alternative date for the tour in place of levying a cancellation charge.

Tours or services cancelled between more than 14 – 27 days in advance are eligible for a 25% refund where payment has been received. This amount is less any transaction fees and non-refundable venue hire or admission charges. Where no payment has been received, a cancellation charge of 75%+ will be levied. At our discretion, we may offer an alternative date for the tour in place of levying a cancellation charge.

All tours or services cancelled less than 14 days in advance are ineligible for a refund where payment has been received. Where no payment has been received, a cancellation charge of 100% will be levied. 

If a group, or individual group members, do not attend without notice no refund will be issued where a payment has been received. We do not undertake to offer alternative dates, provide credit notes or future tour places to groups or individuals who do not attend without notice. Where no payment has been received, a cancellation charge of 100% will be levied. 

All refunds are less transaction charges, which will be passed on to the customer and netted from the refund amount.

All refunds are exclusive of the cost of room hire, admission charges and any other liabilities incurred on the part of the customer that cannot be recovered by Discover Medical London. All unrecoverable costs will be removed from the amount due for refund or added to the cancellation charge levied.

Invoices, receipts and proof of purchase

We will provide invoices in advance for all payments by GBP cheque, BACS, wire transfer and all other forms of direct electronic transfer. Where such payment is agreed, we will provide a special electronic invoice for payment by credit or debit card.

Receipts will be provided for cash payments via email, either within an agreed timescale or upon request.

Remittance advice is provided automatically for credit and debit card payments and upon request for all other forms of payment (other than cash).

Public walking tours

The above terms and conditions apply to private tours, events and programmes.

Places on public tours and study days booked via the Eventbrite system are subject to the terms and conditions of Eventbrite. These can be found here

In general we do not offer refunds on places booked on our public tours and study days should they be cancelled by the client.  We may offer places of equal value on an alternative tour and / or date at our discretion. Refunds are not provided to customers seeking to make cancellations after an event has taken place.

In general, full refunds may be offered for both public and private tours, at our discretion, in the following circumstances:

Change in programme: if we are forced to change the theme of a tour, its route or content, attendees may be given the option for a refund or place on an alternative tour and / or date. Decisions relating to the significance of any changes and whether they constitute grounds for offering a refund will be made exclusively by Discover Medical London.

Adverse weather conditions: if the forecast weather for a specific tour is likely to be poor, such that we judge it may cause significant inconvenience to our clients, attendees may be given the option for a refund or place on an alternative tour and / or date. Decisions relating to the likelihood of adverse weather conditions and the severity of weather will be made exclusively by Discover Medical London, based on publicly available information / weather warnings and risk assessment. Should the majority of attendees on a tour elect to cancel their places, we reserve the right to cancel or postpone the entire tour.

Refunds will be offered to attendees where a tour is cancelled by ourselves. Reasons may include staff sickness, museum closure, adverse weather conditions (or the forecast thereof), civil emergency, epidemic / pandemic and any other circumstance which may make the tour impossible, unsatisfactory or unsafe for us to deliver (all judgments solely at the discretion of Discover Medical London). When making such judgments, Discover Medical London undertakes to act reasonably and will take into account the best available public and official information including advice issued by the HM Government and its agencies in the United Kingdom, and similar bodies in the country of origin of participant(s). 

In such cases, Discover Medical London will strive to provide the maximum notice possible and a minimum of 90 minutes in all cases where this is possible. Notice will be provided via email, and / or text / telephone call where a contact telephone number has been provided by the client. All refunds will be processed within a reasonable time of request or a minimum of 90 minutes before the start of the event wherever possible.

From 25 June 2019, in accordance with Eventbrite’s revised terms and conditions all refunds issued via the ticketing system will be less the original Eventbrite booking fee (which is included in the original cost of the ticket). As such refunds will be less than the initial cost paid by the client. This process is automated and managed by Eventbrite.

Insurance, personal and group responsibilities 

All tours, study days, events and programmes are led or facilitated by a fully qualified and insured guide lecturer provided by Discover Medical London.

Notwithstanding the above, adult attendees all remain personally responsible for their own safety and security, in all circumstances.

The safety and security of minors (as defined by the law of England and Wales) remains the responsibility of their designated group leader or the adult accompanying them. This may include teacher, lecturer, youth worker, parent, guardian or any other identified adult individual.

We are not able to accept bookings from groups of unaccompanied minors under any circumstances.

In the case of accident, injury or illness, our guide lecturer will seek to provide any reasonable assistance. However, we do not undertake to be able to provide first aid or medical assistance.

Where requested, Discover Medical London will assist in the carrying out of a risk assessment for pre-booked groups and private tours. Notwithstanding any assistance given, the risk assessment and compliance with its contents remains the responsibility of the individual or organisation attending the event.

Virtual Tours, Online Lectures and Digital Events

In the case of virtual tours, online lectures and digital events, the payment, booking and cancellation terms outlined above will apply in all cases, unless specifically agreed in writing in advance by Discover Medical London and the client.

In order to comply with the copyright laws of the United Kingdom, and protect the intellectual property rights of Discover Medical London, our guide lecturers and content providers, the following restrictions are in place:

• Recording of all tours, lectures and events provided to the client online is prohibited.
• Placing illicit recordings of all tours, lectures and events provided to the client online onto third party platforms (e.g. YouTube, Vimeo, DailyMotion) is prohibited.
• Tours, lectures and events provided to the client online should be shared with participants in real time using an agreed secure platform (e.g. Zoom, Teams, Audience) or the client’s in-house virtual learning platform.
• The client is responsible for creating a session on the agreed platform for all online tours, lectures and events. Any such platform must include the functionality to monitor and display the number of participants in the session, with this information being available to Discover Medical London.
• The client will invite all participants to the online session, including the Discover Medical London guide lecturer or content provider.
• Live-streaming or real-time broadcast of all tours, lectures and events provided to the client online is prohibited.