Remote eyecare terms and conditions

1. These terms
1.1    These are the terms and conditions on which Vision Express (UK) Limited and other companies within the Vision Express group (“we”, “us”, or “our”) supply the remote eyecare service (“Remote eyecare service”).
1.2    Vision Express (UK) Limited, is a company registered in England and Wales. Our company registration number is 02189907 and our registered office is at Ruddington Fields Business Park Mere Way, Ruddington, Nottingham, NG11 6NZ. Our registered VAT number is 648 0311 53. 
1.3    In order to access our Remote Eyecare Service you will need to have a computer system (e.g. desktop, laptop or mobile) that has a stable internet connection.
1.4    By using our Remote Eyecare Service, you indicate that you accept these terms and that you agree to abide by them. If you do not agree to these terms, you may not use the Remote Eyecare Service.

2. How to contact us
2.1    You can contact us by telephoning our customer service team at 0800 038 2177 or by writing to us at or Customer Service Department, Vision Express, Ruddington Fields Business Park, Mere Way, Ruddington, Nottingham, NG11 6NZ, UK.
2.2    If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you have previously provided to us.

3. Booking appointments
3.1    Where you are overdue a contact lens appointment as part of the Complete Contact Care service, we will contact you directly to arrange an appointment, and that may be a virtual appointment where appropriate. We will deem whether it is appropriate for you to have a virtual appointment on the basis of your responses to the questionnaire and guidance from our regulatory body.

4. Service that we will provide 
4.1    The service is an interactive virtual consultation between you and a Vision Express clinician (“Vision Express contact lens Optician”).
4.2    During your consultation, the Vision Express Contact Lens Optician will answer questions and provide you with general advice in relation to your contact lenses and optical health on the basis of the information that you provide to us, as well as on any relevant information which you have provided to us in the past.
4.3    We are unable to provide the following services via a virtual consultation:
4.3.1    Prescription services; or
4.3.2    Product purchases.
4.4    If you require the services set out at clause 4.3, you will be provided with an in store appointment or directed to

5. What we require from you 
5.1    We need certain information from you so that we can conduct your appointment including: first name, surname, date of birth, mobile number and email address.
5.2    You agree that:
5.2.1    The information that you provide is accurate; and 
5.2.2    You will follow the reasonable instructions of the Vision Express Contact Lens Optician. 

6. Where can cannot provide the service 
6.1    If we are unable to provide the Remote Eyecare Service for any reason, for example, where there are technical issues, we will contact you to re-arrange your appointment. If we are unable to provide you with a virtual appointment, we will provide you with an in store appointment. 

7. Buying products recommended during a consultation
7.1    Where you purchase any products from us, our Terms and Conditions will apply. 

8. Our responsibility for loss or damage suffered by you
8.1    If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. For the avoidance of doubt, we will not be responsible for any losses that arise as a result of your failure to comply with these terms including where you do not comply with the terms in a timely manner. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made or at the time of the service being performed, both we and you knew it might happen (e.g. it was discussed during the contract).
8.2    We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; and for fraud or fraudulent misrepresentation.

9. How we may use your personal information
How we may use your personal information. We will only use your personal information as set out in our Privacy Policy here.

10. Other important terms
10.1    Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
10.2    If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
10.3    Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
10.4    Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the service in the English courts or, if you prefer, in the relevant UK or Irish courts where you live. That means that if you live in Scotland, Northern Ireland or the Irish Republic you can bring legal proceedings in the courts of Scotland, Northern Ireland or the Republic of Ireland respectively.