Terms and Conditions, Legal Information & Cancellation Policies

Who we are

Northernhay Clinic Ltd. trading as ‘3DFootprint’, ‘PodiatryClinicOnline’ & ‘Northernhay Clinic’ incorporated in England Company Number: 08306022 registered office 39 Northernhay Street Exeter EX4 3ER (“NHC/3DFootPrint/PCO/We/Us”).

Our website address is: northernhayclinic.com

This legal and privacy policy also applies to our other websites owned by NHC.

Appointment Cancellations

We reserve the right to charge our consultation fee for any appointment you have booked and confirmed. The full fee applies if the appointment is cancelled without a 24 hours notice. The fee applicable to your appointment is listed on this website.

Acceptable notice that you wish to cancel an appointment is an email message logged on our email server i-cloud or a telephone message logged on our answer phone.

Legal information, content management and responsibility

NHC: The hosts of this website and the Intranet which provides access to the same, accept no responsibility for, and excludes all liability in connection with browsing this website, use of information on this website and downloading any material from it, including, but not limited to, any liability for errors, inaccuracies, omissions or misleading or defamatory statements. This website is intended to enable information relevant to the work of NHC, to be freely available on the World Wide Web (WWW). Whilst NHC hopes you find this website interesting and informative, the contents are for general information only. NHC believes the contents to be true and accurate as at the date of writing, but can give no assurances or warranties regarding the accuracy, currency or applicability of any of this website’s contents. As such, the contents of this website should not be relied upon. In addition, none of the content of this website will form any contract between NHC and any user of the website, nor constitute any offer by NHC. The use of and access to pages of the NHC website is subject to the foregoing disclaimer, and terms and conditions set out below. By using or accessing this website, you agree to be bound by these terms and conditions.

NHC will not share your private information with anyone outside of the NHC Group except as stated below. You are prohibited from posting or transmitting to and from, the website any unlawful, threatening, defamatory, obscene, and pornographic or other material which would violate any law.


Content on this website is subject to copyright. Material cannot be downloaded without written permission of the copyright owner of the material. The copying, distribution or publishing of information provided on this website is prohibited.

Links to websites

The provision of a link to an external website does not constitute any authorisation to access material within that website. All information on this website, including links to other websites, is provided for information and convenience only. No endorsement of any other website by NHC is expressed or implied by the presence of a link to the same on the NHC Website. NHC accepts no responsibility for the quality of resources to be found on external websites, and anyone using the same does so at their own risk.

NHC shall have no responsibility/ liability for the privacy of personal information posted by users to link to websites. As the NHC website may provide links to third party websites, users should review their respective privacy policies to learn more about what, why and how they collect and use personally identifiable information.

NHC reserves the right to attempt to identify and track any individual whom it suspects of trying to gain unauthorised access to computer systems or resources through its website service.

Email and Enquiry Forms

If you sign up for one of our emailing lists, we will only send you the kind of information you have requested. We will not share your email address with anyone outside of NHC Group with the exception of providers who provide the services about which you are enquiring.


Although every reasonable effort is made to ensure that files are free of defects, there are no guarantees that they are free from defects, such as computer viruses. Therefore, no warranty or guarantee is given by NHC, regarding files downloaded or accessed.

Reliability of Information

The resources made available on the NHC website are for information only. The website is not intended in any way to replace any other existing channel of NHC external communication. Nothing on the website is intended to constitute advice to anyone. Content on the website is governed by a number of NHC policies and guidelines. Please email info@northernhayclinic.com if you have any comments or concerns about any information provided on the website.

Website Availability

Although the website has been tested and should work correctly under normal circumstances, there are many factors both within and outside of the control of NHC which may prevent the website from being available. No responsibility is accepted by NHC for any losses that may arise from an inability to access resources through its website. If you find any errors within the NHC website, including links that do not work, pages linked to the wrong document and out of date information, please notify info@northernhayclinic.com without delay to enable these to be rectified.

Logged Information

NHC may keep a record of the number of times a page is accessed in order to analyse trends, administer the site, and to see what pages are accessed the most. These records do not contain personal information.

Exclusion of Liability

The service and materials on this website are provided “as is” and NHC and the hosts of this website expressly disclaims any and all warranties, express or implied, to the extent permitted by law including but not limited to warranties of satisfactory quality, merchantability or fitness for a particular purpose, with respect to the service or any materials.

Except in respect of death or personal injury arising from negligence, NHC and the hosts of this website hereby exclude liability for any claims, losses, demands or damages of any kind whatsoever with respect to any information and/ or services provided on the NHC website, including, but not limited to, direct, indirect, incidental or consequential loss or damages, compensatory damages or loss of profits or data whether based on a breach of contract or warranty, delict or tort (including negligence), product liability or otherwise.

Governing Laws

The terms and conditions of use of the Website as provided by NHC shall be governed by English Law.

This Privacy Policy describes how and when we collect, use and share information if you attend an appointment at NHC Group, purchase a product from us, contact us, or otherwise use our services. We fully comply with the General Data Protection Regulations (GDPR) 2018.

What personal data we collect and why we collect it:

To provide treatment at Northernhay Clinic you will normally provide us with certain information, such as your name, email address, postal address, medical information and other information which may be relevant to your treatment. We will store your information on an electronic patient record and diary system, which is fully password protected.

Why we need your information and how we use it:

We rely on a number of legal bases to collect, use, and share your information including:

  • Where it is necessary for the purposes of the provision of health care as needed to provide our services, such as when we use your information to fulfil your Podiatry assessment and treatment, or to provide customer support;
  • When you have provided your affirmative consent, which you may revoke at any time, such as by signing up for our mailing list;
  • If necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law.

Appointment reminders, appointment confirmation and keeping in touch:

From time to time we may wish to contact you with material which may include product/ treatment offers, newsletters & general Podiatry information to help you. This information is primarily used to confirm the details of your appointment booking and to remind you of upcoming appointments to reduce the risk of you missing your appointment, which could result in a possible charge. The information is also used to remind you when you are due to arrange an appointment, i.e. a follow up to ensure you receive appropriately timed care and complete your treatment.

Information sharing and disclosure:

Information about patients/ service users is essential to our service. We share your personal information only for limited reasons and in limited circumstances with/ for:

  • Medical professionals. With your consent we will share information with medical professionals such as your GP or referrers to maximise your care and treatment results.
  • Service providers. We engage certain trusted third parties to perform functions and provide services to our business, such as orthotic device manufacturers. We will share your personal information with these third parties, but only to the extent necessary to perform these services. Whenever possible we will use a name and patient number only – where you request it, a name and address will be provided to a third party in order to ship you something directly from the manufacturer for example.
  • Business transfers: If we sell or merge our business, we may disclose your information as part of that transaction, only to the extent permitted by law and with your consent.

Compliance with laws:

We may collect, use, retain, and share your information if we are legally required to.

Data retention

We retain your personal information only for as long as necessary to provide you with our services and as described in our Privacy Policy. However, we may also be required to retain this information to comply with our legal and regulatory obligations, to resolve disputes, and to enforce our agreements. The retention of Podiatry records is normally a minimum of 8 years after the last appointment. For customers who are not patients but may have bought products from our business, we will keep any data you may have provided for a minimum of 6 years in line with tax legislation.

Transfers of personal information outside the EU

We may store and process your information through third-party hosting services/ medical goods manufacturers in the US, Canada and/ or other jurisdictions. As a result, we may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction.

Your rights

You have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases.

These rights are described below:

  • Access. You have the right to access and receive a copy of the personal information we hold about you by contacting us using the contact information below.
  • Change, restrict, delete. You may also have rights to change, restrict our use of or delete your personal information. In the case of health records these are normally exempt from change and deletion requests.
  • Object. You can object to (i) Our processing of some of your information based on our legitimate interests and (ii) receiving marketing messages from us after providing your express consent to receive them. In such cases, we will delete your personal information unless we have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
  • Complain. If you wish to raise a concern about our use of your information (and without prejudice to any other rights you may have), you have the right to do so with the Information Commissioner www.ico.org.uk

All service and products are subject to availability. NHC reserve the right to change, withdraw or re-price any product or service at any time at our discretion for whatever reason and we shall not be liable for any consequential loss or losses in respect of exercising these rights.

Products and services displayed are suitable for individuals in good general health. Generally our products are not recommended for patients with Diabetes, Peripheral vascular disease & Rheumatological Conditions. Such patients are generally advised to seek clinical opinions of Registered Medical Professionals, who have a speciality in such conditions and will advise further e.g: A consultation with an NHC Podiatrist where treatment suitability, risks and benefits can be discussed on an individual basis.
Direct Online Patient consultations are only available for persons normally resident in the UK who are registered with a UK GP practice as their primary healthcare provider.

3D Footprint Partner Clinics as well as Partner Clinic patient consultations are available within EU countries and the UK. These consultations are strictly advisory only. Partner Clinics remain fully responsible for any treatments and will administer such treatments including the issue and application of 3DFootPrint Orthotic Products at their sole liability and in accordance with rules and regulations set out by their professional bodies and their National & Local Government Healthcare Policies. Our Partner Clinics agree that NHC are not liable for any injury, loss, damage or liability of any nature and for whatever reason as a result of such consultations and/ or the subsequent supply of NHC/ 3DFootPrint products or other treatments or services. Decisions to treat, test, image or refer onwards are solely the liability and the responsibility of the Partner Clinic.

LIMITED PRODUCT GUARANTEES PA11, PA12, Carbon Fibre & Polypropylene Orthotic products are guaranteed against breakage for up to 12 months in “normal wear”. This breakage guarantee is provided by the product printer/ manufacturer who reserve the right to change this guarantee at anytime. Patients are reminded that as a product worn underfoot, Orthotic products are subjected to considerable forces on a daily basis. The NHC Podiatry team will make all effort to predict likely tolerance of the Orthotic product. This is not always possible due to the individual body chemistry, sensitivities and activities of our patients. All follow-ups, reprints and other charges relating to non-toleration or non-resolution of conditions are chargeable to the patient as per the fees that appear on this website. By agreeing to our terms and conditions YOU UNDERSTAND that Orthotic Products are classed as a personalised and custom made item.

LIMITED PRODUCT GUARANTEES do not include uses such as high impact activities, mis-use or wilful damage. 3DFootPrint/NHC/ partner manufacturer decision is final as to whether the product qualifies for a breakage remake. If a device is cracked/ broken please let us know immediately. Please note, we must receive the cracked/ broken device before we can process a warranty remake. Breakage due to outgrowths (child growth or other changes in foot morphology with eg: Arthritis) are also excluded from this guarantee. Patients with Joint Replacement/ Surgery/ Arthritic changes and/ or history of Fixation Surgery in the Foot, Ankle, Knee, Hip & Spine are guaranteed against breakage for up to 3 months as the excessive stresses that can be caused due to these events/conditions are at the risk of the patient and increase likelihood of fracture.

  • Covers, additions and posts are not guaranteed as individual body chemistry, weight and activity levels will cause wear at varying rates. Please note that this exclusion is almost universal in the Orthotic industry.
  • Any modifications or changes made to Orthoses by any third party including the patient will void all or any NHC guarantee.
  • In the event that 3DFootPrint/ NHC/ partner manufacturer accept a guarantee claim, charges for postage and carriage and also additions of top covers are chargeable to the patient as a recover fee (see current fee list). Please also see the condition above relating to covers, additions and posts.


Minor adjustments to your original prescription for fit, function or comfort will be made at no charge within 30 days from date of shipping or fitting. Charges will apply for the addition of any new components or major changes to the original prescription or re-printing of devices. The decision whether changes qualify as ‘minor’ are solely at the discretion of NHC.


Please note that you can unsubscribe to any marketing email received from us at any time. Please refer to our privacy notice which is available on our website for further information about this and the General Data Protection Regulation.


Neither NHC and/or individual representatives, employees or agents accept responsibility should you transfer money into any bank account other than that displayed on our genuine invoices. If you are in any doubt as to whether an email or invoice is genuine or seek confirmation of bank account details, please email info@northernhayclinic.com.
IP Addresses and Cookies

New technologies are emerging on the Internet that help us to deliver customised visitor experiences. In particular a technology called “cookies” may be used by us to provide you with, for example, customised information from our web site. A cookie is an element of data that a web site can send to your browser, which may then store it on your system.
Cookies allow us to understand better the pages and advertisements that have been read, to determine how frequently particular pages are visited and to determine the most popular areas of our web site.

Depending on the type of cookie we use, cookies also allow us to make our web site more user-friendly, for example, permanent cookies allow us to save your password so that you do not have to re-enter it every time you visit our web site.

If you wish, you can usually adjust your browser so that your computer does not accept cookies.

Alternatively you can adjust your browser to tell you when a website tries to put a cookie on your computer. How you adjust your browser to stop it accepting cookies or to notify you of them, will depend on the type of internet browser programme your computer uses.

Please remember, cookies do not contain confidential information such as your home address, telephone number or credit card details. We do not exchange cookies with any third party websites or external data suppliers.

Your browser also generates other information, including which language the site is displayed in, and your Internet Protocol address (“IP address”). An IP address is a set of numbers which is assigned to your computer during a browsing session whenever you log on to the Internet via your internet service provider or your network (if you access the Internet from, for example, a computer at work). Your IP address is automatically logged by our servers and used to collect traffic data about visitors to our web sites. We do not use your IP address to identify you personally.

We endeavour to take all reasonable steps to protect your personal information. However, we cannot guarantee the security of any data you disclose on-line. You accept the inherent security risks of providing information and dealing on-line over the Internet and will not hold us responsible for any breach of security unless this is due to our negligence or wilful default.

Point of contact

For purposes of the GDPR, Mr Jonathan Palmer of Northernhay Clinic Ltd is the data controller of your personal information. If you have any questions or concerns, you may contact us by email: info@northernhayclinic.com telephone: 01392 259101 or by post at: Northernhay Clinic, 39 Northernhay Street, Exeter, EX4 3ER.

Request a Consultation

It all starts with a Consultation.

If you have Foot, Ankle or Leg pain contact us today via telephone, email or our Contact Form to book an appointment.

Our Team will respond to you ASAP and arrange an appropriate booking date for you.

39 Northernhay St, Exeter EX4 3ER

Please briefly describe the reason you would like to book a consultation so that we may allocate the correct appointment timing.