Contact

If you are trying to make a claim for treatment then call the Overseas Healthcare Team when you are back in the UK on 0191 218 1999 (Mon-Fri, 8am-5pm)

Remember to keep all receipts and any paperwork (make copies if necessary) as they might be needed by you or your insurance company to apply for any refund or reimbursement.

‘Delivery is expected between 7-10 days after processing.  Once we have processed your application, the successful fulfillment of your order is dependent on shipping by the NHS and delivery by the Royal Mail.  Unfortunately, it is not unknown for deliveries to take a little longer than expected.

If it has been longer than 2 weeks since you placed your application, your order may have been lost in the post.  In this case, we advise you to phone the NHS on 0845 605 0707.’

If we have already placed your order with the NHS, we will be unable to make any changes to your application.  Express orders are processed within 2 hours and other orders are processed within 2-24 hours.

If this length of time has elapsed since placing your order, you should wait until your card arrives before contacting the NHS on 0845 605 0707.

If you are contacting us WITHIN this timescale, please email us on info@eu-healthcard.com quoting your order number and detailing any changes that need to be made. If the application is not yet processed we can make these changes. We cannot add applicants to your order, only alter existing applicant’s details.

If you already have a card but it has been lost, please complete one of our online Lost Application forms.

If you believe that your card should have been issued, then please be aware that occasionally the NHS online system displays the error message when in fact the applicant’s card has already expired, or is no longer valid. If you receive this message erroneously please telephone the NHS helpline on 0845 605 0707 and they will be able to complete the application over the telephone.

It is inherent in our service offering to begin work as soon as your order has been received.  For this reason, we are sorry that we cannot offer refunds to our customers when we have already carried out the service that we advertise.

As part of the application procedure we ask customers to tick a box to confirm that they have read the terms and conditions, and understood what the payment was for. We also ask customers to tick a box confirming they understand that payments are non-refundable.

Whilst we are sorry that we cannot offer you a refund once our service has been completed, we hope you appreciate that we cannot operate a system whereby we carry out the service we advertise but do not receive a fee.

As stated on our website, we charge a fee for checking EHIC applications for errors and sending those applications to the NHS on the behalf of our customers.

On our homepage we list a number of possible ways for customers to apply for the EHIC.  Our service is one of several options that we list, leaving the decision to use our services firmly in the hands of the customer.

The nature of our service is clearly defined on our website, here.

“For this service, we charge a fee of £14.99, or £19.99 for express orders.  You can obtain the EHIC free of charge from www.ehic.org, but they will not identify or correct any errors on your application.”

The fact that the EHIC can be obtained for free is not something we hide, but something we promote. The front-page of our website states

“Again, we wish to make it clear that you can obtain the EHIC free of charge from the NHSBSA web site (www.ehic.org.uk) or you can order it from this site for a small charge and take advantage of our check and send service 24/7, 365 days of the year.  It is entirely your decision.”

As part of the application procedure we ask customers to tick a box to confirm that they have read the terms and conditions, and understood what the payment was for. We also ask customers to tick a box confirming they understand that payments are non-refundable.

For more information on our service please read our website.

Distance Selling Regulations apply to a select number of online purchases, and do not cover your order with us.

The DSR allow companies offering a service (like us) to opt out of the 7 day cooling off period provided certain criteria are met.

You can read the DSR information here

http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf 

Please particularly observe sections 3.23 under the heading ‘for services’.

"Where you have supplied the required durable information before the service starts and the consumer agrees to the service starting before the end of the usual cancellation period, their cancellation rights will end when performance of the service starts"

Section 3.25 states the following:

“Once you have started work or begun to provide a service the consumer is contractually bound to honour his part of the contract so long as you:

• had their agreement to start the service
• provided them with the required written information in advance of your starting, and
• told them that their cancellation rights will end as soon as you do start carrying out the contract.”

As you are aware, you ticked the box confirming you agreed to our terms and conditions, which state that the service will start before the end of the usual cancellation period, and your cancellation rights will end when performance of the service starts.

Our terms and conditions that you accepted are here 

(see 7.4)

As such, the DSR do not award you any statutory rights of cancellation over this order.

Please be assured that your personal data will be treated in accordance with the Data Protection Act and that we never pass it on to third parties, other than the NHS.  We will not use your personal information for marketing purposes. We are registered on the UK Data Protection Public Register (Number Z2497964) to collect and retain EHIC card applications and therefore satisfy all of the Data Protection legal requirements.