1.1In these terms and conditions the following words and expressions shall have the meanings respectively set against:  

“Healthcare practitioner” - A qualified medical practitioner including general practitioners, specialist doctors, any other clinical specialists, pharmacy clinicians, including pharmacists and independent pharmacist prescribers, and clinicians from diagnostic labs.  

"GPs / Specialist Doctor" - A medical practitioner being registered with a license to practice with the General Medical Council.  

“Independent Pharmacist Prescriber” - A pharmacist registered to practice and prescribe independently with the General Pharmaceutical Council.  

“Pharmacist” - A pharmacist registered to practice with the General Pharmaceutical Council.  

"General Health Service" - Information, advice, counselling, testing and/or treatment to be procured by HEAL for a patient to be performed by a Relevant Healthcare Practitioner or Laboratory;  

"Test Service" - Provision of a home test kit for sample collection supplied by HEAL;  

"Nurse" - A nurse registered to practice by the Nursing and Midwifery Council;  

"Laboratory" - A Clinical Pathology Accreditation (CPA) laboratory or another appropriately licensed laboratory;  

"Patient" - Any person who has entered or is contemplating entering into a contract for a General Health Service or Test Service using healthcare experts available on HEAL platform;  

"Patient Guide" - The pack of information so called to be provided to patients by HEAL;  

"Pharmacy" - A General Pharmaceutical Council (GPhC) licensed dispensary;  

"Relevant Healthcare Practitioner" - A Nurse or Doctor or Pharmacist (as the case may be) providing a General Health Service or Test Service on the HEAL platform;  

"Relevant Treatment" - The Test Service or General Health Service booked through HEAL carried out or to be carried out by a Relevant Healthcare Practitioner or Laboratory;  

“Prescriber” - A Healthcare Practitioner who is recognised and licensed to prescribe UK regulated medications by the GMC, NMC or GPhC;  

“Phlebotomist” - a healthcare professional who is trained to perform venipuncture for medical purposes. Phlebotomists are trained to safely and effectively collect blood samples using venipuncture (drawing blood from a vein) and capillary puncture (pricking the skin to collect a small blood sample);  

"HEAL" - Is a trading name of HEAL Technologies Limited which is registered at 22 Cbs Associates, Ace House, 22 Chester Road, Sutton Coldfield, United Kingdom, B73 5DA and the URL www.getheal.co.uk with associated pages;  

"HEAL's Complaints Procedure" - means the complaint procedure referred to in the patient Guide.  

HEAL is NOT to be used in an EMERGENCY.  

If you believe that you or the person you are assisting is in an urgent situation or an emergency, you should dial 999 or seek alternative emergency medical services.    

2.1HEAL Technologies Limited is a technology company providing digital platform that connects independent healthcare treatment providers, patients, pharmacies and labs to provide private treatments;  

2.2HEAL is not a medical clinic or hospital nor a pharmacy nor does HEAL hold itself out to be so, nor is it qualified to give medical or pharmaceutical advice. In its provision of Services, HEAL relies on the advice of the Relevant Healthcare Practitioner, Independent Pharmacist Prescriber, Pharmacy and the Laboratory;  

2.3 The information on HEAL's website is only for general information and use and is not intended to address the patient's requirements. Any reliance the patient places upon any material on this website will be at his/her sole risk. In particular, the website information does not constitute any form of advice or recommendation by HEAL and are not intended to be relied upon by the patient in making any specific medical or other decision;  

2.4HEAL reserves the right to deny Services, or restrict its provision of Services, to the patient based upon the professional advice of the Relevant Healthcare Practitioner, Prescriber, Pharmacy or the Laboratory, or at its own discretion;  

2.5HEAL may revise and discontinue the Services displayed on the website at any time without prior notice;  

2.6In facilitating a Relevant Treatment for a patient HEAL shall:  

2.6.1connect patient with Healthcare Practitioner  

2.6.2 provide suitable access to Healthcare Practitioner, and Pharmacist as agreed in the individual service agreement  

2.6.3 provide necessary agreed functions/features to Healthcare Practitioner, Pharmacist, and patient  

2.6.4 ensure the clinical partner is sent a testing kit for a requested test by patient and/or Healthcare Practitioner or connect to the right laboratory/sample collection location. The sample will be sent by the patient/sample collector to our contracted laboratory for testing for the requested Test Service.    

3.1The patient shall be responsible for reading and understanding the patient Guide or information literature provided at the URL www.getheal.co.uk prior to consenting to undergo any Relevant Treatment;  

3.2The patient shall to the best of their knowledge be responsible for providing complete, timely and truthful information with no omissions that could be reasonably judged to be required in the provision of a Relevant Treatment;  

3.3The patient warrants and undertakes to fill in HEAL's registration form and consultation questionnaire truthfully and honestly, revealing and disclosing all relevant information truthfully and to the best of his/her knowledge. The patient warrants that they are over 18 years of age. This Agreement becomes immediately void if the patient answers any question untruthfully;  

3.4The patient understands that any medical consultation performed by Relevant Healthcare Practitioner is for the specific purpose of identifying conditions related to the particular General Health Service requested and is not for the purpose of identifying a broader range of potential medical conditions;  

3.5The patient agrees that by requesting any Relevant Treatment the patient has formally given informed consent to Relevant Healthcare Practitioner prescribing treatment if necessary and the patient agrees that sufficient information has been provided as to whether a Relevant Treatment is appropriate;  

3.6The patient acknowledges that no test service is 100% accurate and that no treatment is guaranteed to treat the condition for which it is prescribed;  

3.7The patient acknowledges that where the price of a General Health Service includes one course of treatment, one course of treatment may not be sufficient to cure or manage the condition in question and that the patient may have to pay for a further course of treatment from HEAL if the first course of treatment is not effective;  

3.8The patient agrees that any prescribed treatment from a Relevant Healthcare Practitioner will be solely for their own personal use;  

3.9The patient agrees that if Relevant Healthcare Practitioner prescribes treatment and the patient is uncertain as to how to take the treatment the patient will contact Relevant Healthcare Practitioner via their patient Record held by HEAL and will wait for a response from a Relevant Healthcare Practitioner before taking the prescribed treatment;  

3.10The patient agrees that if they experience any noticeable side-effects from a prescribed treatment by a Relevant Healthcare Practitioner, the patient will contact a Relevant Healthcare Practitioner via their patient Record held by HEAL to allow the Relevant Healthcare Practitioner to fulfil a duty of after-care and to allow the Relevant Healthcare Practitioner to monitor the effectiveness of all General Health Services given;  

3.11The patient agrees that HEAL has advised all patients that it is preferable to inform their General Practitioner (GP) of any General Health Service undertaken and that if the patient receives treatment/s, HEAL will inform the patient's GP;  

3.12"Sample", shall mean blood test, urine, swab or any other biological sample accepted by the Laboratory for Analysis.  

3.13The Laboratory will only conduct the requested analysis on receipt of a completed order form. In addition the samples received must be in the sealed envelopes to ensure that these have not been contaminated;  

3.14The patient confirms that they are legally entitled to possession of the samples supplied to the Laboratory. The patient accepts to cover HEAL for any loss or damage that we may suffer from the samples not obtained legally. patients should, if in any doubt, seek independent legal advice about their entitlement to obtain samples before doing so;  

3.15Submission of a sample with a completed order form constitutes Test service and authorises the Laboratory to commence the testing process and incur the associated fee. If after submission an order is cancelled, the fee is nonrefundable.  

3.16 You may only use the Test Service within the United Kingdom. We will only send sample collection kits to addresses in the United Kingdom and our partner laboratories will only process samples that have been taken and posted in the UK.  

3.17 Test results provided by usare for the purposes of information only. They may provide information to help you understand your health but do not, and are not intended to, constitute a clinical diagnosis. The Test Service is not a substitute for medical advice and we request that patients book a medical consultation for clinical interpretation. Any comments provided by us are based on information available to us at the time, and this information may be insufficient to gain a complete understanding of your health or a particular condition you may be suffering from. If you have any concerns regarding your health or your test results you should discuss them with the Relevant Healthcare Practitioner and arrange a consultation with them if they are qualified to do so or book a consultation with another qualified healthcare practitioner.  

3.18 You must attend a clinic (or arrange for a nurse or phlebotomist to visit you at home) to have a sample taken by a phlebotomist.  

3.19 If you are going to attend one of our partner clinics to have a sample taken the sample collection kit will be sent to our clinical partner in post.

3.20 If you choose to have a phlebotomist visit you at home to take your sample, we will send you a sample collection kit in post to our clinical partner.

3.21 You will then send your sample to a partner laboratory of HEAL to process the test you have ordered. We will provide you with a prepaid return envelope to send your sample to the laboratory using a Royal Mail Tracked service. Note the number under the bar code on the label so you can track your package. For certain tests, we may ask you to send your sample using a guaranteed next-day delivery service at your own cost. Posting instructions are subject to change, and you should follow the instructions on the email we send you when we process your order.  

3.22 Some of the tests sold by HEAL can only be purchased with medical information included and we request that you book a consultation with a qualified healthcare practitioner for interpretation. You agree that you are solely responsible for selecting tests and that any tests you do purchase from us are suitable for you and their intended purpose. If in doubt, please discuss this with your Relevant Healthcare Practitioner.  

3.23 Please ensure that you arrive for phlebotomy appointments in good time. If you do not attend pre-booked appointments, are late or cancel without reasonable notice you may be liable for cancellation charges and/or further costs to rebook your appointment.  

4.1The prices for the Services shall be as set forth on HEAL's website and platofrm as at the time of acceptance of an order by HEAL and shall be subject to change without further notice. Credit terms are at our discretion and as specified by HEAL, and unless otherwise specified in writing, payment must be received by HEAL prior to acceptance of an order. The patient agrees to pay interest on all amounts past due at a rate of 15 per cent per annum. Payments for Relevant Treatments are currently exempt from VAT, but all sums payable to HEAL, unless otherwise stated, are exclusive of any VAT and other duties or taxes that may from time to time be payable;  

4.2The Consumer Protection (Distance Selling) Regulations 2000 state that in the supply of goods that cannot be used again there is no right to cancel. All HEAL services are personalised and thus there is no right to cancel.

 5.1HEAL accepts no responsibility for matters which are within the professional responsibility of the Doctor, Nurse or Laboratory;  

5.2All Doctors, Nurses and Laboratories are independent contractors and are not employed by HEAL. HEAL shall satisfy itself that:  

5.2.1The Relevant Healthcare Practitioner is insured against claims for professional negligence on terms that HEAL considers are normal given prevailing market conditions at the relevant time with either the Medical Defence Union, the Medical Protection Society or another appropriate Medical Defence or Insurance Organisation; and  

5.2.2. The Relevant Healthcare Practitioner holds the necessary qualifications and registration; without prejudice to the generality of 5.1 above the Doctor or Nurse is responsible for deciding whether the patient is suitable for the Relevant Treatment.  

6. Telehealth Consent  

Telehealth involves electronic communications to enable providers at different locations to share individual patient information to improve client care. Providers may include Relevant Healthcare Practitioners or technical staff. The information may be used for diagnosis, therapy, follow-up and/or education, and may include any of the following:   

patient health records  

Live two-way audio and video  

Output data from health devices and sound and video files  

Electronic systems used will incorporate network and software security protocols to protect the confidentiality of patient identification and imaging data and will include measures to safeguard the data and to ensure its integrity against intentional or unintentional corruption.   

Expected Benefits:   

Improved access to healthcare by enabling a patient to remain at a preferred site while providers obtain relevant clinical information and test results to provide consultations and treatments from Relevant Healthcare Practitioners at another site.   

More efficient patient evaluation and management.  

Obtaining expertise of a distant healthcare practitioner.  

Possible Risks:   

There are potential risks associated with the use of telehealth. These risks include, but may not be limited to:   

In rare cases, information transmitted may not be sufficient (e.g. poor resolution of images) to allow for appropriate decision making by the providers and Relevant Healthcare Practitioners;  

Delays in evaluation and treatment could occur due to deficiencies or failures of the equipment;  

In very rare instances, security protocols could fail, causing a breach of privacy of personal health information;  

In rare cases, a lack of access to complete health records may result in interactions or allergic reactions or other judgment errors;  

I understand that the laws that protect privacy and the confidentiality of health information also apply to telehealth, and that no information obtained in the use of telehealth which identifies me will be disclosed to researchers or other entities without my consent;  

I understand that I have the right to withhold or withdraw my consent to the use of telehealth in the course of my care at any time, this may result failure of access to treatment in future;  

I understand that I have the right to inspect all information obtained and recorded in the course of a telehealth interaction, and may receive copies of this information for a reasonable fee;  

I understand that a variety of alternative methods of health care may be available to me, and that I may choose one or more of these at any time. My provider has explained the alternatives to my satisfaction;  

I understand that telehealth may involve electronic communication of my personal health information to other healthcare practitioners who may be located in other areas, including out of state, with my consent;  

I understand that it is my duty to inform my Relevant Healthcare Practitioner of electronic interactions regarding my care that I may have with other healthcare providers;  

I understand that I may expect the anticipated benefits from the use of telehealth in my care, but that no results can be guaranteed or assured. 

In the event that the patient is unhappy with any aspect of the service provided, the complaint should be made as soon as possible to the Relevant Healthcare Practitioner or Pharmacy where care has been provided. If they are unable to resolve the complaint to the reasonable satisfaction of the patient, HEAL should be contacted and HEAL's Complaints Procedure shall apply. 

7.1All material contained and presented on this website, including but not limited to text and graphics, is exclusively owned by and copyrighted by HEAL, unless otherwise expressly stated to the contrary;  

7.2HEAL reserves the right in its sole discretion, but without any obligation, to make amendments or improvements to, or withdraw or correct any error or omission in any portion of the material without notice.  

8.1Delivery of all medication to the patient takes place when the product leaves the Pharmacy. After delivery, the Pharmacy will, as attorney and agent for you, arrange for shipping of the product to your given address. Normally, the patient's product shipment takes less than 7 days to arrive. HEAL is not liable for any damage to you due to delay in shipment or failure of the product to arrive within 7 days.  

8.2Prescription Discrepancy Reporting: In the event that there is a discrepancy between the prescription ordered and the prescription received (e.g., a difference in the quantity of medication or incorrect medication), you are obligated to notify HEAL of the discrepancy within a specific time-frame (e.g., within 48 hours of receipt). Failure to report such discrepancies in a timely manner may impact the ability to resolve the issue effectively.

9.1The Services of HEAL and the Relevant Practitioner are intended to be supplemental to and not a substitute for a face-to-face doctor-patient relationship with your primary care physician;  

9.2The invalidity or unenforceability of any provision of these Terms of Sale shall not affect the validity or enforceability of any other provision hereof and any such invalid or unenforceable provision shall be deemed to be severable;  

9.3HEAL shall not be liable for any delay or failure in performance caused by circumstances beyond its reasonable control, including, without limitation, delays due to backorders of requested products, mail delays, customs delays, lost shipments. HEAL shall not be responsible of notifying the patient in the event of such delays. The patient shall be solely responsible to make other arrangements to purchase alternative services and any costs incurred in connection with such services;  

9.4You agree that these Terms and Conditions, and any document incorporated by reference or referred to herein, constitute the entire agreement between you (the Patient), HEAL, and the Pharmacy pertaining to the subject-matter of these Terms and Conditions, and supersedes, terminates and otherwise renders null and void any and all prior agreements, understandings, negotiations, contracts, proposals or requests for proposals, whether written or oral, between you (the patient), HEAL, and the Pharmacy. In the event of a conflict between these Terms and Conditions and any of the documents incorporated by reference or referred to herein, these Terms and Conditions shall govern;  

9.5By placing an order with HEAL, you have read and understand the terms and conditions as set out herein. You (the patient) represent that you consent to the Terms and Conditions and do so with full knowledge and without undue influence or duress. You (the patient) acknowledges that the Terms and Conditions are readily accessible on a 24-hour basis from HEAL's website and shall be provided to you in hard copy format upon request at any time. You acknowledge having had every opportunity to obtain independent legal advice with respect to the Terms and Conditions;  

9.6 For any results outside the normal value range or if you have any concerns regarding your test results you should discuss them with the Relevant Healthcare Practitioner and arrange a consultation with them if they are qualified to do so or book a consultation with another qualified healthcare practitioner.  

9.7In the case where a critical result that may have significant impact on your health has been identified by our Laboratory, HEAL and the Relevant Healthcare Practitioner will be informed who will contact you directly to advise you of any urgent action required.  

9.8The test report for testing services is provided solely for the information of the patient and is not deemed admissible as evidence in a court of law. If the tests are to be used in any court proceedings, you should obtain independent legal advice before seeking a test and ensure that HEAL Limited is informed before commissioning the test.

10.1The information contained on this website is provided on an "AS IS" basis, and we expressly disclaim any and all warranties, express or implied, with respect to the information, to the fullest extent permitted by law. We hereby exclude liability for any claims, loss, demands or damages of any kind whatsoever with respect to our services, information and materials given by us including, without limitation, direct, indirect, incidental or consequential loss or damages, the foregoing will apply whether such claims, loss or damages arise in tort, contract, negligence, under statute or otherwise;  

10.2The manufacturer of each product is solely responsible for any warranty associated with a product. To the maximum extent permitted by law, the company disclaims any warranties and conditions, express or implied, in respect of the products and services contemplated by these terms of sale, including, without limitation, implied warranties and conditions of merchantability and fitness for a particular purpose. Responsibility for claims in respect of the products is limited to replacement of the product.  

10.patient agrees that to the fullest extent permitted by applicable law, HEAL makes no representations or warranties with respect to any treatment, information, advice or action relied on or followed by any person using any HEAL service.  

10.4HEAL does not warrant that the HEAL websites or this service in general will be either available without interruption or error-free or that the website, server, hardware and software that support the HEAL service are free from viruses or something that may interfere with the normal operations of patient’s or Healthcare Practitioner’s systems. HEAL will not be liable for any loss or damage resulting from the transmission of data as may occur during communications with HEAL.  

10.5HEAL will not be held responsible for loss or damage that arises from the fact that the nature of this remote service means that HEAL cannot fully replicate the level of emotional support often associated with traditional physical clinics.  

10.6To the fullest extent permissible by law, HEAL will not be held responsible for any information that is inadvertently omitted from this service or for any errors that are inadvertently included within the HEAL service.  

10.7HEAL will not be liable for any loss, damage or delay that results from patient having to collect an item that relates to this service that needs to be collected from a post office because there was no-one to sign for a delivery at the shipping address patient gave.  

10.8HEAL will not be liable for any loss, damage or delay that results from patient failing to collect an item that is waiting for collection at a post office.  

10.9HEAL will not be liable for any loss or damage if someone signs for a delivery related to this service at the shipping address that patient gave yet fails, for whatever reason, to deliver the item to patient in person.  

10.10HEAL will not be required to send a repeat prescription of treatment to a patient when treatment has been signed for at the delivery address and, for whatever reason, treatment has not been started or completed by the patient. Similarly HEAL will not be required to send a repeat prescription of treatment to a patient when treatment has been dispatched but not yet delivered until the original prescription of treatment has been returned to our partner Pharmacy.  

10.11To the fullest extent permitted by applicable law, HEAL disclaims any liability resulting from the provision of services by third party providers. Liability shall rest with the appropriate third-party provider and shall not under any circumstance be deemed to rest with HEAL.  

10.12By linking to third party websites HEAL does not endorse the policies, practices, or opinions expressed on these sites. HEAL does not make representations or warranties as to the accuracy or any other aspect of the information contained on such websites;  

10.13Submission of a sample with completed order form constitutes a Test Service and authorises the Laboratory to commence the testing process and incur the associated fee. If after submission of an order is cancelled, the fee is nonrefundable;  

10.14HEAL Limited cannot accept responsibility for errors or omission by the person taking or performing the sample or their agent for the Test Service, nor for samples delayed or mislaid by third party postal services;  

10.15In the event that the samples for the Test Service provided are inadequate (by either / or quality or quantity) for the purposes of conducting testing, HEAL reserve the right to request further samples;  

10.16Any samples submitted for the Test Service on swabs or collection pots other than those supplied by HEAL, samples damaged or potentially compromised in transit, or samples supplied with poorly completed and verified order form, may be destroyed by the Laboratory without reservation;  

10.17HEAL will take all reasonable steps to ensure that the Test Service results and/or reports are provided within the advertised time frames but cannot accept responsibility for delays caused by third party, or parties or HEAL;  

10.18HEAL will supply the Test Service results and/or reports only to the patient who has created the patient health record registration (or the legal representatives of) and to any healthcare practitioner requested or consented by the patient;  

10.19HEAL does not make any promise that your use of this website will be uninterrupted, reliable or error free or that its contents will be accurate or complete. All liability arising out of or in connection with your use of this website and/or reliance on its content is excluded. We do not accept any liability for losses or damages, whether direct or indirect that you may suffer as a result of your use of this website (including but not limited to computer service or system failure, access delays or interruption, data non-delivery or mis-delivery, computer viruses or other harmful components, breaches of security or unauthorised use of the system arising from "hacking" or otherwise). However, notwithstanding the above, nothing in these Terms shall exclude liability for death or personal injury resulting from our negligence or that of our employees, agents or authorised representatives or for fraudulent misrepresentation made by us, our employees, agents or authorised representatives or for any other liability the exclusion of which would not be permitted under English Law. Any alleged claim for damages as a result of omission or malpractice shall be limited to £100.00 in respect of each test service application. Any such claim will not be accepted unless it is made in writing within six months of the test service date.

11.1HEAL processes data relating to patients in connection with the Relevant Treatment provided to those patients in accordance with these terms and conditions;  

11.2 HEAL, as a platform provider, retains ownership of the patient's data and is responsibility for adhering to data protection laws, including the EU GDPR and UK GDPR. By utilizing the HEAL platform, the users (including patients, relevant healthcare professionals and all) consent to HEAL's ownership of their data.  

11.3HEAL wishes to disclose data relating to patients to the Relevant Healthcare Practitioner in the course of the Relevant Treatment and HEAL wish to have the consent of the patient to such disclosure;  

11.4You (the patient) are deemed to consent to the disclosure of sensitive personal data by HEAL to the Relevant Practitioner for the purposes of discussing your Treatment;  

11.5. You (the patient acknowledge that HEAL is obtaining this consent for themselves so that they may comply with the Data Protection Act 1998 provisions;  

11.6 Should a Relevant Healthcare Practitioner require access to patient data they have treated, they may submit a formal request, upon which HEAL will share the relevant clinical data.  

11.7 The HEAL platform operates within a highly secure Azure environment, employing encryption and Govern 365 protocols to safeguard sensitive data and mitigate the risk of data breaches. It includes solid multi-level security infrastructure that includes Authentication and access control, Data protection and compliance, External sharing management and Microsoft 365 security  

12.1TYou (the patient) understand that HEAL is a business registered in England & Wales (United Kingdom) and that you are purchasing medications that have been approved for sale in the jurisdiction of the Pharmacy. Title to the patient's medications passes from the Pharmacy to the patient when the patient's medications leave the Pharmacy. All agreements reached or contracts formed with the Pharmacy shall be deemed to have been made in the jurisdiction where the sale takes place, and the laws of that jurisdiction shall have sole and exclusive jurisdiction over any dispute arising between the patient and the Pharmacy. All disputes with HEAL shall be resolved by reference to the laws of the United Kingdom;  

12.2It is important to note that not all of the Services are available in all jurisdictions. By placing an order for Services, you (the patient) represent to HEAL and the Pharmacy that sale, delivery and shipment of the medications will not violate any import, export or other law or regulation in you (the patient's) home jurisdiction;  

12.3The service provided by HEAL and Relevant Healthcare Practitioners shall be governed by the laws of England and Wales, whose courts shall have exclusive jurisdiction.  

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