Terms and Conditions

Last updated: 15 December 2025

These Terms and Conditions replace previous published versions.
The underlying contractual terms have not changed.

This version has been consolidated and clarified to remove duplication and improve readability.

Who we are

Northernhay Clinic Ltd, trading as “3DFootprint”, “PodiatryClinicOnline” and “Northernhay Clinic” (“NHC / 3DFootprint / PCO / we / us”) is incorporated in England and Wales (Company Number: 08306022).
Registered office: 39 Northernhay Street, Exeter, EX4 3ER.

Our website address is https://northernhayclinic.com.
These Terms and Conditions apply to all websites and online services owned or operated by NHC.

Appointment Cancellations

We reserve the right to charge the full consultation fee for any appointment booked and confirmed where less than 24 hours’ notice of cancellation is given.

The applicable fee is published on this website at the time of booking.

Acceptable notice of cancellation must be received by either:

• an email message logged on our email server, or
• a telephone message logged on our answerphone.

Legal information, content management and responsibility

This website is provided to make information relating to the work of NHC freely available.

All content is provided for general information only and should not be relied upon as advice. Whilst we endeavour to ensure accuracy at the time of publication, NHC makes no warranties or assurances as to the accuracy, completeness, currency or applicability of any content.

No content on this website forms part of any contract or constitutes an offer by NHC.

By accessing or using this website, you agree to be bound by these Terms and Conditions.

You must not post or transmit any unlawful, threatening, defamatory, obscene or otherwise unlawful material.

Copyright

All content on this website is subject to copyright.
No material may be copied, reproduced, distributed or published without the prior written permission of the copyright owner.

Links to websites

Links to external websites are provided for convenience and information only. No endorsement is expressed or implied.

NHC accepts no responsibility for the content, availability, privacy practices or quality of external websites. Use of third-party websites is entirely at your own risk.

Email and Enquiry Forms

If you contact us or subscribe to any mailing lists, we will only use your information for the purpose requested.

We do not share email addresses or enquiry information outside the NHC Group except where required to respond to your enquiry or where services are provided on our behalf by trusted third parties.

Downloads

While reasonable efforts are made to ensure downloadable files are free from defects, no warranty or guarantee is given that files are error-free or virus-free.

All downloads are accessed entirely at your own risk.

Reliability of Information

Website content is not intended to replace professional, clinical or legal advice or any other official communication.

Website Availability

We do not guarantee uninterrupted access to this website.
NHC accepts no responsibility for losses arising from inability to access the website or its resources.

Please report errors or broken links to info@northernhayclinic.com.

Logged Information

We may collect anonymous usage data (such as page visits) to analyse trends and improve website performance.

This information does not identify individual users.

Exclusion of Liability

All website services and materials are provided “as is” without warranties of any kind, to the extent permitted by law.

Except in respect of death or personal injury caused by negligence, NHC excludes liability for any loss or damage arising from use of this website or reliance on its content, whether direct or indirect, including loss of data or profits.

Governing Laws

These Terms and Conditions are governed by English law.

What personal data we collect and why we collect it

To provide clinical services, we collect personal and medical information including name, contact details and relevant medical history.

Information is stored securely on password-protected electronic systems.

Compliance with laws

We process personal data lawfully in accordance with the UK GDPR and Data Protection Act 2018, including where necessary for:

• provision of healthcare
• consented communications
• compliance with legal or regulatory obligations

Podiatry records are normally retained for a minimum of 8 years after the last appointment.

Non-patient transactional data is normally retained for a minimum of 6 years.

Data may be processed outside the UK/EU via trusted service providers where appropriate safeguards apply.

Your rights

You have rights in relation to your personal data under data protection law.

Some rights may be limited in respect of medical records and where we are required to retain information by law.

If you have concerns about our use of your information, you may contact us or raise a complaint with the Information Commissioner’s Office at www.ico.org.uk.

Ownership of scans, files and intellectual property

All scans, CAD data, STL files, manufacturing files and derived orthotic designs remain the sole property of Northernhay Clinic Ltd.

Patients purchase the physical orthotic product and the clinical service only. Patients do not acquire ownership or usage rights in any digital files, which will not be released for third-party manufacture or reproduction.

Partner clinics may use files only for the specific treatment episode and only while contracted to NHC.

NHC may reuse files internally for reprints, modifications, audit and quality control.

Products, services and partner clinics

All services and products are subject to availability. NHC reserves the right to change, withdraw or re-price services at its discretion.

Direct online consultations are available only to UK-resident patients registered with a UK GP.

Partner clinics operate independently and remain solely responsible for treatment decisions and outcomes. NHC accepts no liability for partner clinic treatments or outcomes.

LIMITED PRODUCT GUARANTEES

PA11, PA12, Carbon Fibre and Polypropylene orthotic products are guaranteed against breakage only for up to 12 months in normal wear.

This breakage guarantee is provided by the product printer/manufacturer, who reserves the right to change this guarantee at any time. Replacement for breakage is provided once only within the warranty period. Subsequent breakage will be charged at the current published price.

Orthotic products are worn underfoot and subjected to considerable forces daily. Whilst the NHC Podiatry Team will make every effort to predict tolerance, this is not always possible due to individual body chemistry, sensitivities and activity levels.

Guarantees do not include breakage or failure resulting from high-impact activities, misuse or wilful damage. The decision of 3DFootprint / NHC / partner manufacturer as to whether a product qualifies for a breakage remake is final.

If an orthotic device becomes cracked or broken, you must notify us immediately. The cracked or broken device must be returned before any warranty claim can be assessed.

Breakage resulting from outgrowths (including child growth or changes in foot morphology such as arthritis) is excluded from this guarantee.

Patients with a history of joint replacement, fixation surgery, arthritic changes or surgery involving the foot, ankle, knee, hip or spine are guaranteed against breakage for a maximum of 3 months only, as the increased stresses associated with these conditions materially increase the likelihood of fracture and are accepted at the patient’s risk.

Covers, additions and posts are not guaranteed, as wear rates vary depending on body chemistry, weight and activity levels. This exclusion is standard across the orthotic industry.

Sand, grit, stones and similar debris inside footwear cause material degradation and are not classed as normal wear. Wearers are advised to avoid open shoes and to regularly empty footwear.

Any modification or alteration made to orthoses by any third party, including the patient, will void all guarantees.

Where a guarantee claim is accepted, charges for postage, carriage and replacement top covers are payable by the patient in accordance with the current published fee list.

All follow-ups, reprints and charges relating to non-toleration or non-resolution of conditions are payable as per fees published on this website.

Custom-made and personalised goods

Orthotic products supplied by Northernhay Clinic Ltd are custom-made and personalised following individual clinical assessment and digital scanning.

For this reason, orthotic products are not suitable for resale or return and cannot be refunded where a patient changes their mind, finds the product unsuitable, or where symptoms do not fully resolve.

This reflects the personalised nature of the product and is consistent with consumer law. Nothing in these Terms affects your statutory rights in the unlikely event that a product is faulty or not supplied as described.

ADJUSTMENTS

Minor adjustments to the original prescription for fit, function or comfort will be provided at no charge within 30 days of fitting or shipping.

Charges apply for the addition of new components, major prescription changes or re-printing of devices.

The determination of whether an adjustment qualifies as “minor” is solely at the discretion of Northernhay Clinic Ltd.

Marketing communications

You may unsubscribe from marketing communications at any time.
Appointment-related communications remain essential for service delivery.

Fraud and payment security

Payments must only be made to bank accounts shown on genuine NHC invoices.

NHC accepts no responsibility for payments made elsewhere.

IP addresses, cookies and online security

Cookies may be used to improve website functionality. Browser settings may be adjusted to manage cookies.

Whilst reasonable security measures are used, online transmission carries inherent risks. NHC is not liable for breaches beyond its control.

Point of contact

For GDPR and data matters, the Data Controller is Mr Jonathan Palmer.

Email: info@northernhayclinic.com
Telephone: 01392 259101
Post: Northernhay Clinic, 39 Northernhay Street, Exeter, EX4 3ER