Version 2.3 | October 2026. These Terms form part of your EyeSense Plan Agreement.
1. About these Terms
These Terms and Conditions ("Terms") apply to EyeSense Plans provided by Lynne Fernandes Optometrists, a trading name of Fernandes Optometrists (Nailsea) Ltd, registered in England and Wales (Company No. 06046519), office 75 Gloucester Road, Bristol, BS7 8AS ("we", "us", "our"). Your Plan Agreement sets out your Plan level, fee, key facts and the standard price of your first eye examination. Together with these Terms, it constitutes the agreement between you and us.
Please read these Terms, and ask us any questions, before you sign. You do not have to decide on the day, and you are welcome to talk them over with family or a friend first. We will give you a copy of these Terms and your Plan Agreement, and email them to you. The current version is also on our website. Nothing in these Terms affects your legal rights as a consumer.
2. What is an EyeSense Plan?
EyeSense is a personalised, preventative eyecare plan: a package of clinical services from our optometrists over each 12-month Plan year, for a fixed monthly fee. At your eye examination, your optometrist will recommend the Plan level that is clinically right for you and record it, with the tests they recommend, in your Plan Agreement. If you choose a different level, we will record why.
If you are eligible for an NHS-funded sight test, we will tell you. EyeSense is a private service that goes beyond the NHS sight test, and joining is your choice. We are not authorised or regulated by the Financial Conduct Authority. EyeSense is a plan for clinical services provided by our own optometrists.
3. What your Plan includes
3.1 Your first eye examination
Your Plan includes the eye examination at which your optometrist recommends EyeSense (your "initial clinical assessment"). This takes place before you sign up, and you do not pay for it separately. Its standard price is shown in your Plan Agreement. We only charge this if you cancel during the cooling-off period (clause 6.1) or leave during the Minimum Term (clause 6.3). Some specialist clinics have an upfront fee, which we will tell you about before booking.
3.2 EyeSense clinical eye examinations
Your Plan pays for dedicated clinical time with your optometrist. The length and frequency of your appointments are shown in your Plan Agreement (for example, ES 30 is a 30-minute appointment and ES 45 a 45-minute appointment). Your optometrist will use this time for the tests that are clinically appropriate for you, which may vary between appointments. There is no extra charge for tests carried out within your appointment, including any drops used during it, such as drops to dilate your pupils. At each appointment, your optometrist will explain the results and record the tests carried out and those recommended for next time.
3.3 Where you are seen
You can use your Plan at any of our practices. Your care may be provided by any of our optometrists, all of whom are registered with the General Optical Council.
3.4 What is not included
- spectacles, lenses and contact lenses, unless your Plan Agreement says otherwise
- eye drops, medicines or other products we prescribe or supply for you to use at home
- care from a hospital or another practitioner you are referred to
- any other services outside your Plan. We will tell you the price first.
3.5 Changing your Plan level
If your optometrist recommends a different Plan level (for example, moving from ES 30 to ES 45, or back again) and you agree, we will update your Plan Agreement. We will confirm your new monthly fee in writing at least 10 working days before it is first collected. Your Plan year and Minimum Term carry on as before and do not restart.
4. Fees and payment
4.1 Your monthly fee
Your monthly fee is set out in your Plan Agreement and covers all the services in your Plan. It is collected by Direct Debit, by our Direct Debit provider, GoCardless, on our behalf, or by another method agreed when you sign up. We will confirm your Direct Debit, and the first payment will be taken no sooner than 10 working days after you sign up. Your payments are protected by the Direct Debit Guarantee.
Administration fee: when you join, you pay a one-off administration fee of £20 for setting up your Plan and Direct Debit. It is paid when you sign up. We will refund it if you cancel during the cooling-off period (clause 6.1), but not after that. It is not charged again if you change your Plan level.
4.2 Minimum term
Your Plan has a minimum term of 12 months from the start date in your Plan Agreement ("the Minimum Term"), because each Plan is priced over a full year of care, including your initial assessment. It then continues month to month until you or we end it. We will remind you in writing at least 30 days before the Minimum Term ends, and at least once a year after that, of what you pay, what your Plan includes and how to cancel.
4.3 Standard prices
Your Plan Agreement shows the standard price of the eye examination you had before joining. Our standard prices for other examinations are available from any of our practices. These are the prices you would pay without a Plan. We only use them to work out what you owe if you cancel during the cooling-off period (clause 6.1) or leave during the Minimum Term (clause 6.3).
5. Changes to your fee, your Plan or these Terms
We may change your monthly fee (no more than once in any 12 months), change the services in your Plan (for example, when clinical guidelines or technology change), or update these Terms. We will give you at least 30 days' written notice of any change to your fee, and of any material change to your Plan or these Terms. We will send it by email or letter, and to your nominated contact if you have one. If a notice is returned or an email cannot be delivered, we will contact you by phone or post, and the change will not apply until at least 30 days after you have been told. A change of Plan level that you agree to is covered by clause 3.5 instead.
If you do not want to continue after a price increase, a reduction in your services or a change to these Terms, you may cancel with no cancellation charge, even during the Minimum Term, by telling us before the change takes effect. Otherwise, the change applies from the date in our notice, and your Direct Debit will change on that date.
6. Cancellation
6.1 Cooling-off period
You may cancel for any reason within 14 days of signing up, and we will refund your £20 administration fee. You will pay the standard price of the services you have received, including your initial clinical assessment, and nothing more. If you have already paid more than that, we will refund the difference. If you have paid less (for example, because your first Direct Debit has not yet been taken), you will pay the difference.
6.2 How to cancel
Tell us by email (to the practice you usually visit or [email protected]), by phone, by letter or in person at any of our practices. We will confirm in writing within 5 working days. Your Plan ends at the end of the payment month in which you tell us, and we will cancel your Direct Debit.
6.3 Cancelling during the Minimum Term
You may cancel at any time. You will pay whichever is lower: (a) the monthly fees remaining until the end of the Minimum Term; or (b) the standard price of the services you have received (including your initial assessment), less the monthly fees you have already paid. If you have already paid more than (b), you will owe nothing more. We will send you a written breakdown.
Moving away does not end your Plan automatically, and the rules above still apply. You can use your Plan at any of our practices (clause 3.3).
6.4 Death, serious illness and people acting for you
- Death: your Plan ends automatically on the date we are told. No further payments or charges are due, and we will refund any payment taken after the date of death. One named member of our team will deal with the family or personal representatives.
- Serious illness or moving into residential care: you may cancel at any time with no cancellation charge.
- Someone acting for you: an attorney, court-appointed deputy or personal representative may cancel on your behalf.
6.5 Refunds
Payments for services you have received are not refundable. If you were due an examination and we did not provide it, we will refund the fees you have paid since it was due when your Plan ends. This does not apply if we offered you appointments and you chose not to attend. If you remain a member, you can choose to have the examination instead.
7. Our commitments
We will:
- provide your care with reasonable skill and care
- remind you when an appointment is due, using your preferred contact method, and telephone you if you have not booked within 4 weeks of the first reminder
- contact you another way if a message to you cannot be delivered, and check your contact details at each visit
- keep records of your care, including the tests carried out and our contacts with you about appointments, in line with professional and data protection rules
- if we cannot provide a service (for example, because of staff absence or practice closure), tell you as soon as we can and offer another appointment.
8. Your commitments
You agree to:
- book your examination when it is due. Your Plan Agreement shows when your first examination is due, and we will remind you. If you have not heard from us within a month of your due date, please contact us
- attend your appointments, or give at least 48 hours' notice to cancel or rearrange (we do not charge a fee if you give less notice or miss an appointment)
- keep your contact details up to date
- tell us about any changes to your health or medication that may affect your eyes
- pay your monthly fee on time.
If you repeatedly miss appointments without notice, or do not pay, we may end your Plan after giving you written notice. You will not pay more than the amount in clause 6.3.
You may name a family member, carer or friend in your Plan Agreement for us to contact about appointments, reminders and payments. You can change or remove them at any time. We will only share clinical information with them if you agree.
9. Complaints
If you are unhappy with any aspect of your Plan, please contact the Practice Manager at the practice you usually visit by email, phone or letter (details at www.lynnefernandes.co.uk). We will acknowledge your complaint within 3 working days and aim to reply in full within 14 working days. If the Practice Manager is unavailable, their deputy will handle it. If we need longer, we will tell you why and when to expect a reply. If you are still not satisfied, you can contact the Optical Consumer Complaints Service (OCCS), a free and independent service: www.opticalcomplaints.co.uk.
10. Your data
We process your personal data, including your clinical records, in line with our Privacy Notice and UK data protection law, and keep records in line with NHS and professional guidance. We share your name, contact and bank details with our Direct Debit provider, GoCardless, only to collect your payments. Your records remain confidential after your death and will only be shared as the law allows, for example with your personal representative.
11. Our responsibility to you
We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable, or for failing to provide services because of events beyond our reasonable control, such as extreme weather, fire or a pandemic. Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
12. Governing law
These Terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts where you live.
13. Contact us
- Email: [email protected]
- Tel: 0117 942 6843
- Website: www.lynnefernandes.co.uk
