Terms And Conditions – The Flame Lily Nursing Agency Ltd.
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Terms of Use

The Company is a Healthcare and Health Digital Solutions business that provides staffing solutions and digital platforms in the health sector. The Company must process personal data (including sensitive personal data) to provide these services – in doing so, the Company acts as a data controller.

 

1. Collection and use of personal data

a. Purpose of processing and legal basis

The Company will collect your personal data (which may include sensitive personal data) and will process your personal data for the purposes of providing you with required services. We collect information directly from you when you choose to participate in our offers and programs, create an account on our websites or in our mobile applications to access services, call or email us, or otherwise provide information directly to us and developing and managing our services and relationship with you and our clients.

If you have opted-in, we may also send you marketing information and news via email/ text. You can opt out of receiving these at any time by clicking “unsubscribe” when you receive these communications from us.

In some cases, we may be required to use your data to investigate, report, and detect crime and comply with laws that apply to us. We may also use your information during the course of internal audits to demonstrate our compliance with certain industry standards.

We must have a legal basis to process your personal data. The legal bases we rely upon to offer our services to you are:

  • Your consent
  • Where we have a legitimate interest
  • To comply with a legal obligation that we have
  • To fulfil a contractual obligation that we have with you.

b. Legitimate interest

This is where the Company has a legitimate reason to process your data provided it is reasonable and does not go against what you would reasonably expect from us. Where the Company has relied on a legitimate interest to process your personal data, our legitimate interests is/are as follows:

  • Managing our database and keeping your and clients records up to date;
  • Individual care and treatment;
  • Providing services to you and our clients;
  • Contacting you to seek your consent where we need it;
  • Giving you information about similar products or services that you have used from us recently;
  • Improving how we deliver services to you to suit your needs
  • We sometimes analyse your data and how you use our products to help us manage our business better
  • This could be things like fixing bugs in our app, understanding current user trends, or working out what users might want in the future.
  • This doesn't involve making any decisions that would have a big effect on you. If this information is used alongside your personal data, we will make sure that our interests never come before your rights.

c. Statutory/contractual requirement

The Company has certain legal and contractual requirements to collect personal data (e.g. to comply with Regulation and, in some circumstances, safeguarding requirements.) We use your health and medical information for safety, training, regulatory, and compliance purposes.

This means that:

If we're legally required to, or asked by a regulator, we may need to share your information with regulatory bodies like the General Medical Council, Medicines and Healthcare Products Regulatory Agency or Care Quality Commission. We may audit how you use our services, for example, to review the quality of results provided by our products.

To detect and prevent fraud, we may need to share your personal and financial information with banks, financial institutions and fraud prevention services.

d. Recipient/s of data

The Company will process your personal data and/or sensitive personal data with the following recipients:

  • Your pharmacy of choice if you choose one and save them in your app
  • Your GP, if you use our private service
  • NHS or clinical service partners
  • Referral services like specialists, therapists, pharmacists and hospitals
  • We use your location to recommend services near you, like pharmacies and hospitals.

You can view further details on how your data is processed and your privacy rights by clicking at (Privacy notice)

Services are provided through the following:

The Flame Lily Healthcare Limited, the company that provides the services CheckUp Health, the technology software brand for these services When we talk about “we”, “The Company”, we mean The Flame Lily Healthcare Limited and Checkup Health. This means “The Flame Lily Healthcare Limited” uses CheckUp Health and is the data “controller” of your personal data. Some services we offer with our partners or on behalf of them uses the CheckUp Health technology.

Terms & Conditions

Thank you for choosing CheckUp Health for your online GP appointment. The following Terms and Conditions guide the use of the CheckUp Health app. We will email a copy of the CheckUp Health Terms and Conditions for your safekeeping. If you’re unsure of anything contained within these terms, please contact us at info@checkuphealth.co.uk. Our team is here to serve you and meet you at the point of need.

About Us

The Flame Lily Healthcare t/a CheckUp Health provides services which The Care Quality Commission regulates.- https://www.cqc.org.uk/provider/1-6197382944.

All of our doctors are registered with the General Medical Council - https://www.gmc-uk.org/.

Our Company Registration Number is 07073351

Please read these Terms & Conditions carefully as they govern your access and attempt to access and use the Services and CheckUp Health.

Your use of CheckUp Health, including this Website, www.CheckUpHealth and our Mobile and Tablet Applications, which can be downloaded from the app store and play store (together, the “Platform”), is conditioned by your acceptance without modification of these Terms & Conditions and all other rules, policies and procedures. These may be published by CheckUp Health on the Platform or otherwise communicated to you from time to time by CheckUp Health (e.g. by email) and at its’ sole discretion (together, the “Terms & Conditions”).

If you do not understand, accept and agree to these terms and conditions, you are not authorised to access or use CheckUp Health and the platform in any way. You should leave, exit, end your session, cancel your appointment or close your connection immediately.

CheckUp Health is not to be used in an emergency condition.

Suppose you think or believe that your situation or the person you are assisting to use CheckUp Health, the platform and/or the services is in (or you believe there is the opportunity for the situation to escalate to one considered to be) an urgent or emergency. In that case, you should immediately cease your attempt to use or your current use of checkup health and dial 999 or seek alternative appropriate emergency medical services.

you should call 999 in a critical or life-threatening situation, for example- if someone has:

  • Difficulty breathing.
  • Severe bleeding, and you cannot stop it.
  • Severe chest pain
  • Loss of consciousness
  • Acute confused states and fits which are not stopping

If you or someone else has what you believe to be a heart attack or stroke, you should DIAL 999 immediately.

Go straight to NHS accident & emergency if you think you or someone else is in any urgent or emergency medical situation - you should not use CheckUp Health.

CheckUp Health Platform, Services offered on it and Practitioners: CheckUp Health and the Platform are owned and operated by The Flame Lily (“CheckUp Health”), a company registered in England number 07073351

CheckUp Health is owned by “The Flame Lily Healthcare Limited”, which provides services regulated by the Care Quality Commission (“CQC”) registered ID number 1-6197382944 to treat disease and disorder. The CQC is the independent regulator of all health and social care in England. The CQC monitors, inspect and regulate all hospitals, care homes, home-care agencies, GP practices and dental practices. CheckUp Health is a connective platform, enabling individual members of the public in the UK (“Customer”, “Customers”, “you”, “your”, “yourself”) to connect in real-time or by appointment, via audio, video and picture messaging to participating registered UK (registered with the UK General Medical Council: www.gmc-uk-org the “GMC”) doctors (family doctors known as the “Practitioners”) via the Internet (and/or mobile broadband network) (the “Platform”) or telephone for customers to get qualified and professional medical advice and be provided with related administrative services including but not limited to referrals and sick notes, only when agreed with a doctor and where supported by CheckUp Health, in consultation on the Platform, Customers may also on the same Platform be provided with private prescriptions for the particular medication(s) using the prescription by email or post system(s) (collectively the “Services” or “Service”).

CheckUp Health is the Service Provider, and you should contact us with any complaints, whether customer service based or those of a medical nature. You expressly understand, accept and agree that when using the Platform, the Practitioners that CheckUp Health will connect you with our independent medical professionals that are individually responsible for the medical advice and medical services that they offer to you via the Platform. During your communication and consultation(s) with Practitioners on the Platform, you also accept that CheckUp Health’s liability is limited. The Services are offered on a self-pay basis and individually to you, at CheckUp Health’s sole discretion, without question. You choose to use CheckUp Health at your own risk.

By using CheckUp Health you understand and accept that the Services are not the same as those provided by the NHS or your NHS GP surgery. If you are registered with NHS Surgery and that CheckUp Health is a connective Platform that enables Customers to consult with Practitioners on a private and self-pay basis from time to time. We do not have access to your NHS records.

CheckUp Health will automatically share your medical information with your NHS GP unless you opt-out of this part of the Service. We automatically opt you in to comply with the requirements of the General Medical Council. You will be openly presented with your options and choices concerning medical record sharing before starting your first consultation on the platform. The choice to share your medical information/record(s) remains wholly your own.

CheckUp Health agrees to use its best endeavours to connect you to Practitioners, under ever-changing circumstances. This is subject to qualifying connection qualities which CheckUp Health assesses from time to time. Such assessment is no undertaking that passing such quality assessment tests shall mean a connection is at all possible to be made or maintained, including device processing power and Internet speeds (including but not limited to hardline, landline, broadband, Wifi, mobile, GPRS, 3G & 4G connection or network types) and subject to the availability of Practitioners at the time. CheckUp Health does not undertake to connect you within any given time, even if you have made an appointment at a certain time, or under any specific set of circumstance(s) to a Practitioner when you request a connection or make or have made an appointment.CheckUp Health will attempt to make a connection once it is requested by you, if it can be requested. CheckUp Health may, at its sole discretion, deny or refuse you access to its Platform, prevent parts of its’ Platform from working, change its Platform, update its Platform, prevent Practitioners from using its Platform, alter or suspend the availability of its Platform and/or otherwise modify, amend, restrict the Platform in any locale, at its sole discretion, without notice, without question for whatever reason.It is subject to CheckUp Health’s legal obligation, which it takes very seriously, for example, the maintenance and availability of medical records.

CheckUp Health’s opening times and appointment times are subject to change and are only made available or unavailable to Customers at the sole discretion of CheckUp Health. Neither CheckUp Health, its partners, agents, licensors, affiliates or suppliers, nor any of the Practitioners you may be connected to on the CheckUp Health platform shall be liable in any way whatsoever for any damages or losses, neither in part nor in whole, related to the unavailability of Practitioners on the platform, any and all cancelled appointments however arising, any missed appointments regardless of fault, any failed connections with or without reconnection attempts or any failure by CheckUp Health to enable access to Practitioners at any time and for any reason CheckUp Health shall see fit. If you require medical advice and CheckUp Health is closed, inaccessible or there are no appointments available to suit you or indeed any at all, whether you miss an appointment you have made, start a connection that fails, attend an appointment that has been cancelled or attend an appointment when a Practitioner is not available, despite having an appointment and appointment time confirmed you understand, accept and agree, without question, that it is your sole responsibility to seek and receive and/or get the service including but not limited to: qualified medical advice, help, professional medical assistance and healthcare that you think you need from alternative service providers, which may include the National Health Service (NHS) or your NHS GP Practice if you are registered with one.

Neither CheckUp Health, its partners, agents, licensors, affiliates or suppliers, nor any of the Practitioners you may be connected to on the CheckUp Health platform shall be liable in any way whatsoever for any damages or losses, neither in part nor in whole, related to any information whatsoever or howsoever obtained (directly or indirectly), medical diagnosis, treatment (including but not limited to the provision of a legal prescription for medicines) recommendation, referral, professional advice or any other part of the Services provided by Practitioners on or from the CheckUp Health platform, CheckUp Health website(s) or CheckUp Health mobile applications or any associated CheckUp Health assets including but not limited to advertisements. Furthermore, CheckUp Health and its Practitioners are not responsible for any legal prescriptions provided to you that legal UK Pharmacies refuse to dispense upon. You hold CheckUp Health completely harmless in such circumstances, accepting that it absolutely remains the individual Pharmacist's right to refuse to fulfil a prescription and/or dispense medications when presented with a legal prescription. None of this affects your statutory rights.

You accept and agree that any medical advice offered and/or any medical diagnosis, where achieved via consultation on the CheckUp Health platform with a Practitioner, is arrived at in large part by your (Customer's) recall and description of the symptoms affecting you or that you are presenting with. Therefore, a very significant part of the medical advice/diagnosis you may receive is arrived at based mainly on the information that you directly supply at the time of your consultation. It is your responsibility to honestly present information when questioned in as much detail as possible to the Practitioner(s) you are consulting with as you accept this directly affects the outcome of your consultation. You acknowledge that the Practitioner(s) heavily rely on the information that is directly provided by you when providing you with any medical advice/diagnosis.

You understand, accept, and agree that you may and will NOT under any circumstances amend, alter or tamper with the contents of any documents created on the Platform and issued to you via the Platform.

Suppose for any reason you are unable to pay for any Service(s) on CheckUp Health, which shall be determined before you receive the Service(s). In that case, you agree to hold CheckUp Health and the Practitioner completely harmless under every circumstance for being unable to provide you with the Service(s) as, without question, the inability to pay for a product and/or acquire it is your own responsibility exclusively. This is the disabling factor in this instance.

To enable you to book an appointment, CheckUp Health requires you to provide information relating to the reason you are requesting the appointment. Please give as much information as possible to aid the doctor in determining the suitability of the appointment. They may advise you to see a doctor in person locally to where you live or ask for further actions such as uploading pictures of the problem or converting from telephone consultation to a video one. The requests for appointments will not be reviewed between the hours of 22.00 – 09.00 hrs. In most cases, the requests for appointment will be assessed within 6 hours as this is not an emergency service.

Usage of My Health

The app allows registered users to record their measurements of blood pressure and blood sugars. Some generic advice will pop up if your readings fall outside what is generally recognised as normal parameters. Although some exceptional circumstances will be considered, each person may have different target ranges. Therefore, although free to use, we would advise that you first consult with the doctor if you are not aware of your ‘normal’ range of readings. The results are not actively monitored; therefore, if you would like a Clinician to review your recordings, you would need to book a consultation with a clinician at CheckUp Health. You are, of course, welcome to share your results with your own GP or whoever you choose to. Other features in this section include heart rate, BMI, Weight and temperature recording. No advice on abnormal readings are provided via the app; again, an appointment with a Clinician is advised.

Prescriptions

Any prescription that you receive via the CheckUp Health platform is only ever valid for use (fulfilment) in the United Kingdom at legal and legitimate UK Pharmacies. A single prescription has a maximum number of medical items that can be included, this maximum is seven (7) medical items, and you accept that without question. If you and your Practitioner agree that you require more than seven (7) medical items as a result of your consultation, you will need to agree you may be charged for multiple prescriptions.

Prescriptions can be provided by Practitioners via the Platform but will only be provided under circumstances that are in accordance with UK law, subject to the limitations applied by CheckUp Health’s clerical team from time to time and at the prescribing Practitioner's sole discretion using their qualified professional judgment.

You understand and accept that there is no guarantee that you will, nor are you entitled to, receive a prescription of any kind or for any medicines whatsoever through the use of the CheckUp Health Platform, the Services or by way of a consultation with a Practitioner.

Please be aware that CheckUp Health’s clerical team has restricted some of the medicines that Practitioners may prescribe on the Platform. There are certain medicines that Practitioners will not issue on CheckUp Health.

These include:

  • Any medicines classed as controlled or restricted drugs/substances under The Misuse of Drugs Regulations 2001;
  • Unlicensed medications;
  • Sedatives or sleeping tablets;
  • Strong analgesics;
  • Medications that need to be initiated by a hospital consultant specialist. Please note we can refer you to see a relevant consultant by private referral (we may charge for referral letters, see our Costs within the APP).

You understand, accept and agree that any prescriptions.

You acquire via your legitimate use of the Platform and or any consultation with a Practitioner via CheckUp Health are solely for personal use. Furthermore, you undertake and agree to thoroughly and carefully read all the information provided to you and follow the instructions provided by the Practitioner(s), whether via instructions on the prescription(s) itself (the label applied by the pharmacy), by way of letter to you or verbally, before taking any of the prescribed medicines. You also understand, accept and agree to contact a Practitioner, another doctor or your own NHS GP or a pharmacist if you have any questions whatsoever. Or do not understand in part or in full the reasons you have been provided with a prescription for any medication or the instructions provided or related to the medication that has been prescribed to you.

The prescriptions you can acquire via CheckUp Health are private prescriptions only. You cannot acquire NHS prescriptions via the Platform. You accept that private prescriptions are fulfilled at a charge; those charges are unique to the fulfilling pharmacy and not under the control or influence in any way of CheckUp Health or the Practitioners prescribing medicines via the Platform. It is your choice as to whether you have that prescription fulfilled and at what cost.

You accept and agree that CheckUp Health charges in accordance with the Costs (which make up part of these Terms & Conditions to the extent that they are together one document) administration fees for every prescription that is issued via the Platform.

You understand, accept and agree that you must pay the Prescription Administration Fee when it applies prior to a prescription being created (and delivered) by a Practitioner via the Platform and that once delivered to you, this fee is non-refundable.

You understand and agree that prescriptions by email are deemed to have been delivered to you once the CheckUp Health Platform marks the email containing the attached prescription as “correct” and “sent”, including time and date stamping the sending of that prescription for CheckUp Health’s records. Such records shall be accepted by you, without question, as proof that we have sent your prescription and fulfilled our obligation to provide such a prescription and are deserving of the related costs, charges and/or fees.

You accept that CheckUp Health is not responsible for the spam, junk or mail receipt prevention tactics of your email service provider/host, for whatever reason and outside of CheckUp Health’s control, who may prevent emails from us containing information and/or documents that you require and/or have paid us for from reaching you. In these instances, you understand and accept that you must take such access issues up with your email provider and not CheckUp Health.

You accept that CheckUp Health enables access to prescriptions that you acquire and are delivered by email using a passcode. Such pass-code(s) are issued by CheckUp Health only and only valid (in the sole opinion of CheckUp Health) CheckUp Health pass-codes, those exclusively provided by CheckUp Health, shall be used or attempted to be used by you to unlock or gain access to a prescription issued by email by CheckUp Health.

You accept and agree that CheckUp Health’s prescription passcodes expire after it has been accessed and confirmed as dispensed by a single pharmacy and you will no longer be granted access to that prescription.

If you lose your prescription, a copy may be issued, subject to the prescribing Practitioner agreeing to re-issue said prescription. There is no guarantee that the prescribing Practitioner will agree to re-issue your lost prescription whatsoever and you hold us and the Practitioner harmless in the event that the Practitioner refuses to re-issue you with a prescription. In the event that the Practitioner re-issues your lost prescription, you will be charged in accordance with the current Cost for a “Copy”. In order to request a prescription previously issued via the Platform to be re-issued please go to My Account or contact Customer Services.

If you are offered the opportunity by a Practitioner to acquire a prescription via the Platform then you may choose to receive your prescription using the delivery services described below, which are charged at the relevant Costs at the time of selection and purchase.

If you acquire a prescription we will deliver it to the address (verified email, phone number or postal address) that you have provided in your account, which is located in My Account. You accept that it is entirely your responsibility to ensure that the details you lodge about yourself are at all times accurate and up-to-date. And that if for any reason they are not correct and that fault results in delivery from us failing. You indemnify and hold us harmless against any claim or loss whatsoever or howsoever arising because we are not responsible for ensuring that you have entered your details correctly; you are.

You understand and accept that a prescription may have multiple medications prescribed on it (subject to agreement with the Practitioner) up to a maximum of seven (7) items. A Practitioner may only be able to issue certain medications on separate prescriptions. Where and when this is the case, at the sole discretion of the Practitioner, we will require a prescription administration fee to be paid for each prescription created for you prior to the Practitioner creating the prescription. You must accept these charges in order to be sent each prescription.

In the case of Repeat Prescriptions, your chosen card in My Account will be charged in accordance with our Costs for the Service that you are receiving/using prior to us creating your repeat prescription for that month at the standard rate, at that time, of the Prescription Administration Fee. Your chosen method of delivery will also be charged at that same point. For any reason, should your payment be declined, we will be unable to create a repeat prescription for you, and we will notify you by email and offer you the opportunity to provide other payment details. Once your Repeat Prescription has been created, it will be deemed to have been received by you within twenty-four (24) hours for prescriptions by email, within forty-eight (48) hours for those sent by First Class Post and when signed for, for all special delivery items. Prescription Delivery Services:

Prescriptions by email

The cost of delivering your prescription once only by email is included in the Prescription Admin Fee you pay in relation to that individual prescription as shown in our Costs and may vary from time to time at the sole discretion of CheckUp Health.

You will require a passcode to open and access the content of the PDF file we will send you by email that contains your prescription. This is for data security reasons. This passcode will be messaged to the mobile phone number you have provided in My Account. You understand and accept that after 30 days from the date it was created, the PDF containing your prescription will become an inaccessible file. Whether you have opened it and used its contents or not, and under these circumstances, if you have not used it but wish to, your prescription will be classed as a lost prescription. You will need to request a new prescription or for it to be re-issued, which may carry with it an additional charge, at CheckUp Health’s sole discretion.

If you do not Contact Us and inform us of an issue, we will deem your prescription by email to have been received by you within twenty-four (24) hours of us marking it “as sent”.

Practitioners & choice:

You may not specify the Practitioners that you can access on CheckUp Health at this time, and you cannot make any preferential choice with regard to the Practitioner that you are connected to unless CheckUp Health provides these options to you on its Platform which it may choose to do from time to time and at its sole discretion. CheckUp Health does not make any guarantee whatsoever as to the continued availability of any single Practitioner that you could be connected to on the Platform at any time. CheckUp Health does not make any representation or give any warranties regarding the Practitioners' training, qualifications, or skill. However, as required by our regulator and UK law, we do make appropriate checks to ensure certain aspects of the Practitioners' validity, such as their right to practice in the UK. Practitioners and the health-related information, medical advice and/or medical diagnosis provided by Practitioners on the platform, or that given, if given at all or in any form, or you believe we have given to you, is based on the personal health data (and/or information verbal and written) as provided by you, or on personal health data that you authorise us to obtain, or you provide to us by way of uploading such information to our database(s).

You warrant without exception that the information you provide us with about you, by any means, is honest, legitimate, an accurate representation of you and your situation as you see it. Where this information is provided as medical records from other medical services providers about you, or any other information about you that is not derived from you on the platform by a Practitioner in a CheckUp Health consultation, you warrant wholly and without question that such additional information is real, original or a copy of an original, accurate, true, legally provided and un-tampered.

You fully understand and accept that you may choose to give access to certain portions of your medical records, but by doing so, this may interfere with the care you receive from Practitioners on our platform and/or your care generally. Furthermore, you accept that the advice you receive on our platform is based mainly on the information you provide about yourself. The information’s accuracy is paramount and your responsibility.

Your CheckUp Health Account

To access the Platform and the Services, you represent and warrant that you are at least eighteen (18) years of age and possess the legal right and ability, on behalf of yourself or a minor child of whom you are a parent or legal guardian. You agree to these Terms and Conditions, register for the CheckUp Health Services on the Platform under your name, and use the CheckUp Health Services and Platform under these Terms and Conditions and abide by the obligations hereunder.

You agree to entirely, accurately and truthfully create your CheckUp Health Account. Including, but not limited to, your name, postal address, mobile telephone number (do not provide landline telephone numbers in place of mobile numbers), email address and password, which become your CheckUp Health Account Details.

Your CheckUp Health Account Details are personal to you, and you are solely responsible for maintaining their confidentiality and for all activities that occur under your CheckUp Health Account Details. You agree to prohibit anyone else from using your CheckUp Health Account Details. And you agree to immediately notify CheckUp Health of any actual or suspected unauthorised use of your CheckUp Health Account Details or any other security concerns, whatsoever, whensoever or howsoever arising immediately upon you becoming aware of them.

To determine your compliance with these Terms and Conditions, we reserve the right, but not the obligation, to monitor your access to and the use of the Platform and the Services. CheckUp Health may, at its sole discretion, refuse to provide Services for actual or potential misuse of these Platforms and/or Services or an actual, attempted or suspected non-compliance with these Terms and Conditions.

CheckUp Health reserves the right to refuse access to its Platform anytime to anyone, at its sole discretion from time to time, whether the user has previously successfully ‘registered’, visited, used the Services, received Services or not.

Consulting with Children:

CheckUp Health can be used by all adults over the age of 18 years who are eligible users/subscribers of the service.

For Adults to be able to use CheckUp Health to address healthcare concerns regarding their children under the age of 18, Children (0- 18 years old) must be initially registered under a verified adult parent account and have their profile.

To register a child, the adult must provide evidence of their parental/guardian responsibility, such as the Child’s Birth certificate or passport with either the same surname as their parents or proof of why the names are different. CheckUp Health will verify this before any appointments are permitted to take place.

The adult agrees that they have the authority to provide the data and that it is accurate and up to date.

For any consultations with Young people age 12 – 18 years, we will seek consent FROM THE YOUNG PERSON to share notes with GP practice AND consent to share notes with parents where the young person demonstrates Gillick Competency during the consultation.

For any consultations of Young people Aged <12y, the doctor will seek consent from parents to share notes with GP, and parents automatically have access to the young person’s profile.

For a consultation with Children, parents must select only the Video call option. CheckUp Health does not offer telephone consultations with under 18’s for verification and security reasons.

An adult must be present for all consultations with children under 16 unless the child is between the age of 13-16 and can demonstrate Gillick Competency (the ability to understand what is involved, all options, purpose nature, side effects and risks of management plans.). Children aged 16-18 years old – are deemed to have Gillick Competency unless proven otherwise during the consultation; therefore, they can initially choose to consult without the adult being present.

Security:

CheckUp Health may contact you by telephone, post or email to verify your CheckUp Health Account information. CheckUp Health may request further information from you, and you agree to provide such additional information to ensure you have not fraudulently created your Account.

Suppose you do not provide this information in the manner requested within seven (7) working days of the request. In that case, CheckUp Health reserves the right to suspend, discontinue or deny your access to and use of the Platform and Services until the information is provided by the Customer to CheckUp Health as requested and to CheckUp Health’s satisfaction.

Modification to Terms and Conditions:

Please print and keep a copy of these Terms and Conditions. CheckUp Health reserves the right to modify the Terms and Conditions periodically, for any reason, and without notice. To access the most current version of Terms and Conditions, click on the “Terms & Conditions” link in the footer of the Platform or the Terms & Conditions section of the mobile application.

Please review the Terms and Conditions often so you will be apprised of any changes made. Any such revision or modification will be binding and effective immediately on posting the revised Agreement or change to the platform’s Services. Unless we expressly note otherwise, these Terms and Conditions incorporate and supersede any other Terms and Conditions associated with the Platform and/or the Services. CheckUp Health has the right to limit, suspend, discontinue or deny your access to and use of the Services at any time, and without notice, to anyone who violates or attempts to violate these Terms and Conditions as CheckUp Health considers appropriate or necessary at its sole discretion, including but not limited to (1) security reasons (2) alleged or suspected breach of these Terms and Conditions, or (3) the protection of intellectual property.

The Information Provided By You

As part of the registration process, you are required to provide us with certain personal information. It is your responsibility to update CheckUp Health as promptly as possible with changes to your personal and/or medical information so that all records are current, complete and accurate. At any given time, you may be notified that information may be available for your review that is considered private and possibly time-sensitive. You should be aware of this and let this makeup be part of your decision-making process when determining which email address you use to make up your CheckUp Health Account Details.

You are obliged to provide us with the following information:

  • Changes to your legal name
  • Changes in the email address
  • Change of postal address, including postal code
  • Change of mobile telephone number (you are not permitted to use landline numbers in place of a mobile telephone number)
  • Change of debit or credit card number
  • Change of debit or credit card expiration date
  • Change of debit or credit card valid from date
  • Change of debit or credit card issue number
  • Change the postal address used as the billing address for any credit or debit card registered in your CheckUp Health Account

Electronic Medical Records

Your CheckUp Health Electronic Medical Record is created for you to enter (by way of consultation with a Practitioner only), store and access your personal health information (PHI) online. Including medical history, current health conditions, symptoms, complaints, allergies and medications, and for your Practitioner to record the results of his or her medical encounters with you per his or her obligations under applicable UK law about creating and maintaining your record(s). Any information provided as part of a consultation may be made up of Video, Pictures Exchanges or becomes part of your CheckUp Health Record when attached to the records by your Practitioner. You agree to provide accurate, current and complete information about yourself for your CheckUp Health Record and ensure that if you want a particular detail added to your Record, it is your responsibility to express this view to your Practitioner whilst in consultation. For additional information regarding the use of your CheckUp Health Record, please see our Privacy Policy. It is your responsibility to confirm any third-party information or information regarding a minor child of whom you are a parent or legal guardian during a consultation with a Practitioner to ensure your CheckUp Health Electronic Medical Record accuracy.

CheckUp Health is not responsible for maintaining data arising from the use of the CheckUp Health Services. CheckUp Health reserves the right to keep, process, review, delete or destroy all communications and materials posted or uploaded to the CheckUp Health Platform according to its internal policies, including but not limited to “21.0 Records & Notes Policy”. Please note that your Practitioner solely should use the information included in your CheckUp Health Electronic Medical Record in accordance with their legal obligations as Practitioners, including, without limitation, obtaining any consents or authorisations that may be required for your information to be shared with other participating providers. However, by requesting a consultation through CheckUp Health’s Platform, you agree to disclose the contents of your complete CheckUp Health Electronic Medical Record to the Practitioner who will conduct your consultation.

If you would like a copy of your CheckUp Health Electronic Medical Record, you can download it for free by logging into your Account and ‘releasing your notes’. We recommend that all Customers do this periodically to share this information with all their medical service providers and medical insurers.

Information Resources (Opt-IN):

By registering and subscribing to CheckUp Health’s Platform, you agree to opt-in to the receipt of newsletters and other information regarding common medical and health-related topics or preventive care messages containing specific medical and health-related information, links to other related Web sites and specific questions related to your CheckUp Health Record. Additionally, CheckUp Health makes available self-care informational services that provide general medical and health information. These communications and resources are not comprehensive medical text and do not include all the potential information regarding the subject matter. These communications and resources are for general educational and informational purposes only and should not be relied upon as a substitute for patient-specific advice, medical diagnosis and treatment or construed, directly or indirectly, as the practice of medicine or dispensing of medical services by CheckUp Health. Such information is not a substitute for seeing an appropriate healthcare professional for medical treatment, emergency medical services or urgent care. The information contained in these communications and resources is compiled from various sources and may or may not be considered authored by CheckUp Health. CheckUp Health makes no warranty as to the content of these materials or the information contained therein or represents or warrants that any particular drug or treatment is safe, appropriate or effective for you. Suppose you do not wish to receive such communications. In that case, you may opt-out at any time by going to My Account and selecting Communication Preferences, where you can find a useful dashboard.

Limitations on Use

You agree that you will not use the Platform or Services in any unlawful way and/or for any illegal purpose. You will not post or transmit a message (where written verbal or over video) under a false name, or use the network resources of CheckUp Health to impersonate another person or misrepresent authorisation to act on behalf of others (including but not limited to Practitioners) or CheckUp Health. All messages transmitted via CheckUp Health and its Platform should correctly identify the sender. You may not alter the attribution of origin in electronic mail messages or posting. You will not allow another person or entity to use your CheckUp Health Account Details, username or password to access or use the Platform or the Services, or post, communicate in your name or view comments. You will not attempt to undermine the security or integrity of computing systems or networks of CheckUp Health, its Platform, its Partners, or those accessed through or with their product and must not attempt to gain unauthorised access. You may not harvest or collect PHI about any other individual who uses the Platform or Service. You may not post or transmit any data, materials, content or information which is threatening, false, misleading, abusive, libellous, pornographic or profane. Or that contains or promotes any virus, worm, Trojan horse, time bomb or other computer programming or code that is designed or intended to damage, destroy, intercept, download, interfere, manipulate, or otherwise interrupt or expropriate the Platform or the Services. You may not tamper, hack, spoof, copy, modify, or otherwise corrupt the administration, security or proper function of the Platform or the Services. You will not use robots or scripts with the Platform. You will not attempt to reverse engineer, reverse assemble, reverse compile, decompile, disassemble, translate or otherwise alter, defraud or create false results from any executable code or information on or received by this Platform. You agree to have anti-virus and/or anti-spyware software running that is set to override the Internet browser’s cookie setting.

You further agree that any information you provide or use on the Platform, and your use of the Platform or Services will not infringe or facilitate infringement on any copyright, patent, trademark, trade secret, or another proprietary, publicity, or privacy rights of any party, including such rights of third parties.

CheckUp Health maintains the right to delete any information provided by you that it deems in its sole discretion fraudulent, abusive, defamatory, and obscene or in violation of a copyright, trademark or other intellectual property or ownership right of any other person.

Our Privacy Policy shall govern all customer-specific information provided by you in connection with Services. As part of these Terms and Conditions, you acknowledge that you understand and have read and accept all terms and conditions within our Privacy Policy. CheckUp Health reserves the right to terminate any account that does not include a valid email address and mobile telephone number (not a landline) on file as part of that individual's CheckUp Health Account Details. Both the email address and mobile telephone number must be stored in the profile for your Account on the CheckUp Health system. Please note; this does not affect CheckUp Health’s conformity with all relevant UK laws regarding the keeping, maintenance and protection of medical/patient records.

Operational Functionality

CheckUp Health reserves complete and sole discretion concerning the CheckUp Health Platform and Services operation. CheckUp Health may, among other things, withdraw, suspend or discontinue any functionality or feature of the CheckUp Health Platform and/or Services. CheckUp Health is not responsible for transmission errors or corruption, or compromising information carried over local or interchange telecommunications carriers. CheckUp Health is not responsible for maintaining data arising from the use of the Platform or in respect of the Services. CheckUp Health reserves the right to keep, delete or destroy all communications and information posted or uploaded to the Platform or Services under its information policies, including but not limited to “21.0 Records & Notes Policy”.

Temporary Use License Granted

For the duration of being logged into your valid CheckUp Health Account using your CheckUp Health Account Details only, you are hereby granted a non-exclusive, non-transferable temporary license, subject to these Terms and Conditions to use the Platform and the Services solely for personal, non-commercial use. The Customer is not granted a license or any other right to store any of the Services (including any portion of the software or documentation) on any computer or other device, or copy or otherwise use such information to create derivative works.

Intellectual Property

Except for your Electronic Medical Records, CheckUp Health retains all right, title and interest in and to CheckUp Health, the Services and any information, products, documentation, software or other materials on the Platform, and any patent, copyright, trade secret, trademark, service mark or other intellectual property or proprietary right in any of the foregoing, except for Information on the Site licensed by CheckUp Health, and in that case, the license provider retains all right, title and interest therein. The information available through the Platform and the Services is the property of CheckUp Health, or if licensed by CheckUp Health, the license provider.

You agree that you will not store, copy, modify, rent, lease, loan, sell, distribute, transfer, transmit, display, reverse engineer, reverse assemble, or otherwise attempt to discover any programming code or any source code used in or with the Platform or the Services. You may not sell, assign, sublicense, grant a security interest in or otherwise attempt to transfer any right in the Services (which includes its software and documentation), create derivative works based on or in any manner commercially exploit the Platform or the Services, in whole or in part. You agree that violations by you, any other person or entity, of these copyrights, trade secrets, patents, other intellectual property protections, or the terms of this Agreement will be prosecuted to the fullest extent of the Law under the exclusive jurisdiction of the courts of England. The final choice of whether a customer violates any of these policies is at the sole discretion of CheckUp Health. Nothing contained on the Platform should be construed as granting, by implication, estoppels, waiver or otherwise, any license or right to use any trademarks, service marks or logos displayed on the Platform without the written grant thereof by CheckUp Health or the third party owner of such trademarks, service marks and logos. The Platform may contain other proprietary notices and copyright information, the terms of which you must accept and agree to follow.

International Use

The Platform and the Services are designed for and intended for users in the United Kingdom only unless exclusively specified by CheckUp Health. CheckUp Health makes no representation that the information and/or the services provided on the Platform or through the Services apply to, appropriate for, or available outside the United Kingdom or indeed suitable or fit for use. Accessing the Platform and/or the Services from territories where the content or Service is/are illegal is strictly prohibited.

Legal Notices and Disclaimers

Medical Disclaimers: CheckUp Health makes no representation or warranty as to the content of any treatment response from any Practitioner. Practitioners are independent contractors and not employees of CheckUp Health. You and your Practitioner are solely responsible for all information and/or communication sent during a video/chat/picture message consultation or other communication. CheckUp Health does not guarantee that a video/chat/picture message consultation is the appropriate course of accessing advice or the appropriate course of treatment for your particular health care concern, medical issue or problem. Furthermore, CheckUp Health is not a substitute for your primary care provider. You agree to contact your doctor immediately should your condition change, or your symptoms worsen (if you are not registered with a UK doctor, you agree to contact your local hospital and explain your symptoms). If you require urgent care, you should contact your nearest emergency services centre immediately. Do not contact CheckUp Health in urgent or emergencies or any situations where you believe it could escalate to require emergency medical services.

Content Disclaimers:

No information whatsoever or howsoever found on this Platform should be relied on as medical advice, professional or otherwise. Nothing contained on this Platform should be construed, directly or indirectly, as the practice of medicine by CheckUp Health. Should there be an issue with any of the medical services you receive from independent Practitioners on the Platform only, you can Contact Us. The information and services provided on or through this Platform are intended solely as general educational material and provide a mechanism to find and connect to a Practitioner who, subject to his or her professional responsibilities, may or may not provide you with the medical care of some type. Always seek the advice of a doctor or other qualified healthcare provider concerning questions you have regarding any medical condition and before starting, stopping or modifying any treatment or medication. Never delay obtaining medical advice or disregard medical advice because of something you have heard, experienced, interpreted or seen on this Platform. CheckUp Health makes no warranties or representations as to the accuracy of the information provided on the Platform and assumes no responsibility for any consequences relating directly or indirectly to any action or inaction you take based upon the information and material on the Platform. You assume the entire risk of loss in using the Platform and information contained in the Platform.

General Disclaimers:

You acknowledge that your use of the CheckUp Health platform and the services is at your sole risk and that you assume full responsibility for all risk associated therewith. All information, products or services contained on or provided through this platform are provided "as is" and “as available” without any warranty of any kind, express or implied. To the fullest extent permissible under applicable law CheckUp Health and its shareholders, affiliates, directors, officers, managers, employees or other representatives (collectively, "affiliates") hereby disclaim all representations and warranties, express or implied, statutory or otherwise, including but not limited to warranties of merchantability, fitness for a particular purpose, title, non-infringement and freedom from computer virus strains. Without limiting the foregoing, CheckUp Health and its affiliates make no warranty as to the reliability, accuracy, timeliness, usefulness, adequacy, completeness or suitability of the checkup health products and services provided hereunder. CheckUp Health makes no representations or warranties about the satisfaction of government regulations requiring disclosure of information on prescription drug products; or any treatment, action or application, or medication preparation based on information offered or provided through the CheckUp Health platform or services.

CheckUp Health does not endorse the promotions, products, or services of any third parties. CheckUp Health does not warrant or validate the information of any third-party advertisements, promotions, communications or other materials. CheckUp Health does not assume any responsibility or liability for the accuracy of the information contained in this Platform or any third-party websites.

Service Reliability and Warranties

CheckUp Health makes no warranty that the Platform or the Services will meet your requirements, or that the Services will be uninterrupted, timely, 100% secure, or error-free, or that defects, if any, will be corrected. This includes loss of data resulting from delays and any service interruption caused by CheckUp Health employees, directors, partners, agents or affiliates. CheckUp Health is not responsible for transmission errors, corruption or compromise of data carried over local or interchange telecommunication carriers.

CheckUp Health will take all reasonable precautions to protect against failure of our equipment and software. The Customer acknowledges and agrees that interruptions in service can and may occur and that CheckUp Health shall have no liability for any claim, cost, charge, loss or expense arising from or relating to the use of the Platform or the Services. The Customer acknowledges and agrees that data may be lost or corrupted in connection with the use of the Platform or the Services. CheckUp Health may perform regular back-ups of all data stored but shall have no liability whatsoever to the Customer in the event all data is lost or destroyed. The Customer acknowledges and agrees that in the event restoration of data from backup is necessary; it may take several days to complete such restoration of data and resume operation of the Platform and/or the Services.

Indemnification:

You understand, accept and agree to release, indemnify, defend and hold harmless CheckUp Health, our contractors, agents, employees, officers, directors and affiliates (Affiliates) from all liabilities, claims, rights, losses, causes of action, actions and suits (no matter whether in law or in equity), expenses, including legal fees, of third parties relating to or arising, directly or indirectly, out of or in connection with (i) your use or misuse of the Platform and/or the Services or any information posted on the Platform, (ii) your registration on/with, subscription to and/or purchases from and on the Platform, (iii) Your breach of the Terms and Conditions or the Privacy Policy, (iv) your relationship with any Practitioner, (v) the content or subject matter of or any information you provide to CheckUp Health, any of its Affiliates, any Practitioner or customer service agent, and/or (vi) any negligent or wrongful action or omission by you in the use or misuse of the Platform or the Services or any information posted on the Platform, including, but not limited to, infringement of third party intellectual property rights, privacy rights, or negligent or wrongful conduct. If and when CheckUp Health is threatened with suit by a third party, CheckUp Health may seek written assurances from you concerning your promise to indemnify it. We may consider your failure to provide those assurances to be a breach of these Terms and Conditions. It may result in the deactivation of your CheckUp Health Account and your subsequent inability to access and/or receive the Services.

Limitation of Liability:

Except as prohibited by law and without limitation: CheckUp Health shall not be liable for the acts or omissions of any of the independent providers. You shall be solely and entirely responsible for any damage to CheckUp Health and its platform, services and/or any computer system, any loss of data, or any improper use or disclosure of information on the services caused by you or any person using your username or password. CheckUp Health does not assume any liability arising from the failure of any telecommunications infrastructure or the internet or for misuse of any advice, ideas, information, instructions, or guidelines accessed through the platform or the services. In no event shall checkup health nor any of its affiliates be liable for any direct damages over (i) the cost of your last consultation on the platform, or (ii) in the event no purchase price was paid or required, the liquidated sum of £45.00. In addition, to the maximum extent permitted by law, in no event shall CheckUp Health nor any of its affiliates be liable for any special, punitive, indirect, incidental or consequential damages, that result from (i) personal injury, wrongful death, loss of use, loss of profits, interruption of service or loss of data, or (ii) mistakes, omissions, interruptions, deletion of files, errors, defects, delays in operation or transmission or any failure of performance, whether or not limited to acts of god, communication failure, theft, destruction or unauthorised access to CheckUp Health records and accounts, programmes or services, and whether in any action in warranty, contract, tort (including, but not limited to negligence or fundamental breach), or otherwise arising out of or in any way connected with the use of, or the inability to use, this platform or any services offered through this platform or any material or information contained in, accessed through, or products purchased on this platform, even if an authorised representative of CheckUp Health is advised of the likelihood or possibility of the same. To the extent certain jurisdictions restrict any of the above limitations of liability, such limitations shall not apply in such jurisdictions to the extent of such restrictions. You acknowledge and agree that CheckUp Health’s aggregate liability to you for any damages, losses, fees, charges, expenses or liabilities, and in any circumstances where the foregoing limitation is finally determined to be unavailable shall not exceed the last total consultation price paid by you prior to the first occurrence of the subject damages, losses, fees, charges, expenses or liabilities. To the fullest extent permitted by law, you agree to waive all laws that limit the efficacy of such indemnifications or releases.

Third-Party Protection:

The Indemnification and Disclaimer provisions outlined in these Terms and Conditions are for the benefit of CheckUp Health ( The Flame Lily Healthcare Limited) and its Affiliates. Each of these individuals or entities shall have the right to assert and enforce those provisions directly against you on its behalf.

Termination and Survival:

CheckUp Health may terminate the Platform or the Services at any time, without penalty and notice, if you fail to comply with any of the terms of these Terms and Conditions or the intellectual property protections applicable to these Services (defined herein). CheckUp Health may also seek legal prosecution of any violations of law or these Terms and Conditions and you agree to exclusive jurisdiction by the Courts of England. Upon notice of termination of Services by CheckUp Health to you via the contact email held as part of your CheckUp Health account or voluntary termination of service by you. CheckUp Health has the right to delete all data, files, or other information that is stored in the Customer's account for any reason, subject to UK law concerning the keeping and maintenance of medical/patient records, which CheckUp Health wholly acknowledges and complies with. The Indemnification, Copyright, Jurisdiction, Warranty, Network Security, Compliance with Anti-Spamming Laws and Privacy terms and conditions stated herein shall survive termination of this Agreement.

Fees & Charges:

You expressly waive your rights concerning the “cooling off period” as described/provided for in “distance selling regulations” and therefore do not benefit from a “cooling off period” when using checkup health, because we are instantly providing the services and/or in the case of appointments securing time with a practitioner by underwriting your purchase of that practitioner’s time in advance to ensure their availability.

You agree that you are solely responsible for all consultation, session, administrative and/or delivery fees and charges that you incur by way of your use of the Platform and/or consumption of the Services/products pursuant to our Costs (which are provided for within your App.

CheckUp Health’s fees and charges do NOT include or cover any pharmacy fees, and CheckUp Health does not accept payment by insurers on your behalf at this time unless expressly provided for in writing by CheckUp Health at its sole discretion.

Any and all Fees and Charges, without exception, incurred on the Account are your responsibility as the Account Holder (If there is any question with regard to who is responsible for the fees and charges incurred, CheckUp Health will refer to the details held under the CheckUp Health Account Details and that individual shall have the legal responsibility for all fees and charges and no alternative position shall be acceptable to CheckUp Health) and MUST be pre-authorised prior to you receiving any of the Services, in whole or in part, whatsoever and settled immediately after the Services have been provided, in whole or in part.

You agree that any unpaid balance due hereunder shall immediately become overdue and bear daily interest at the rate of 10% per annum above HSBC’s lending rate and that costs of collection, including any Court costs and reasonable legal costs, shall be added as principal amounts to such balance.

CheckUp Health reserves the right to modify its Costs and/or pricing structure at any time, at its sole discretion and implement the new Costs and/or price structure at any time prior to billing you for payments due pursuant to these Terms and Conditions. You understand that the Platform and the Services may not be provided or consultations ended or cancelled if your billing information is inaccurate, invalid, without funds (not in funds) or any pre-authorisation by us provides a negative response (as determined by CheckUp Health).

You expressly grant CheckUp Health license to pre-authorise or charge any debit and/or credit cards in your account before enabling the provision of the Services (including the confirmation of an appointment time and date has been allocated to you), and you accept that failure of our pre-authorisation or authorisation processes by you is likely to result in the Services not being provided to you.

You accept and agree that the length of your (time spent in) consultation (with a Practitioner) is entirely your choice. However, failure to have the funds available to pay for the current or extended sessions will result in your consultation ending earlier than you expect and/or your ability to receive certain parts of the Services including but not limited to prescriptions (where applicable) and to this end you hold CheckUp Health harmless and accept responsibility for any Service disruption or partial Service you receive as a result of your credit/debit cards and bank or credit accounts not being in funds and being able to pre-authorise or completely settle the Fees and Charges from CheckUp Health. You agree that failure by a credit or banking provider of yours to enable CheckUp Health to pre-authorise or clear payments is your sole responsibility. Checkup Health will still be due the Fees and Charges incurred by you personally, and that CheckUp Health reserves the right to make a claim for such outstanding payments in any way that it sees fit, including but not limited to initiating recovery proceedings.

Consultation CHARGES & FEES (How it works?)

A consultation is made up of single or multiple sessions, as many, in fact, as you authorise by choosing to maintain (NOT EXIT) your connection in one of the Platform's video surgeries with a Practitioner. You will be counted-in to the start of consultation and also every session extension start time. For session extension start times, you will be counted-in on-screen for a period of 20 seconds, which you accept is long enough, and a suitable/appropriate notification period allowing you to EXIT the consultation if you do not wish to duly authorise the session extension to start when the count-in reaches ZERO. Upon any count-in reaching ZERO, you will have duly authorised the next session to start and any and all relevant charges to be applied to your account in accordance with our costs and thereby becoming due to us.

We charge for sessions in blocks, regardless of the fact they are made up of minutes with a Practitioner. They are, in fact, only available in 20 MINUTE BLOCKS. We call these 20 MINUTE BLOCKS ‘Sessions’. You understand and accept that you may only ever purchase a Session and not individual minutes and that using one (1) second of time in a Session is the same as using all of it. You agree to be charged when you authorise a Session for the whole Session regardless of whether you use one (1) second or the entire ten (20) minutes (the total Session length). You agree and accept no monies will become due to you by any means whatsoever (including but not limited to: rebate, refund or compensation) as a result of you not using the full length of time available in a Session, nor shall you be due any rebate, refund or compensation of any kind under any circumstances if you fail to prevent the start of a new Session (by means of purchasing a Session Extension OR by initiating a Consultation) from occurring by EXITING the Platform (or the Consultation services part of the Platform) using the EXIT button provided. You accept that the EXIT button provided by CheckUp Health on the Platform is clearly placed, appropriately signposted and understood by you to be used to EXIT and prevent charges when you require.

You accept that your choice to EXIT a consultation and not extend may prevent you from receiving some of the Services, and you agree and understand that this is a restriction to the Services you receive from us that is applied by you and not us. Therefore we are in no way liable, at fault, negligent or otherwise negatively impacting you when in fact, we laid down the charges clearly upfront, you accepted them prior to entering a consultation but subsequently decided to end the consultation or a session within it at a time chosen by you, for your own reasons.

You accept that Session charges are fees for the time you purchase with a Practitioner on the Platform only.

Appointments are made up of Sessions and you can choose to book an appointment on CheckUp Health, which means that you use the platform to select a time, date and number of Sessions that you would like to purchase, in advance (as in advance as CheckUp Health allows from time to time and at our discretion). When you confirm your booking of an Appointment on CheckUp Health, you will be sent written confirmation of that booking in the form of an email. If you do not receive confirmation from CheckUp Health, your Appointment may not be booked. You accept and agree that when booking an appointment on CheckUp Health even though you have selected the time, date and number of Sessions that you would like to purchase receiving written confirmation from CheckUp Health that your booking has been made is in no way a guarantee of any kind or another other commitment or undertaking from CheckUp Health that the Appointment will go ahead. At any time, for any length of time, with a Practitioner or at all and when you book an appointment, you understand that CheckUp Health will make the best endeavours to connect you, as you have requested, with a Practitioner at the Appointment time only. You agree that CheckUp Health shall not be responsible or bear any liability for any claim, cost, charge, loss or expense arising from or relating to your booking of an Appointment on the CheckUp Health Platform or for any other use of the Services. CheckUp Health may write to you to request that you move, amend or change the appointment that you have booked and purchased and you agree to accommodate as best you can these changes. When you book an appointment on CheckUp Health, you accept and agree that CheckUp Health will pre-authorise your payment card for the total amount required to pay the costs in relation to the Sessions you have booked that make up your Appointment.

You acknowledge and agree that booked Appointments, Missed Appointments, Cancelled Appointments or amended Appointment times, dates and/otherwise amended Appointment details can and may occur. And that CheckUp Health shall have no liability for any claim, cost, charge, loss or expense arising from or relating to the use of the Platform or the Services in this respect.

Additional Services:

We charge in accordance with our Costs for other services, including the following: Prescriptions:

You will be charged the current price for a prescription (a private prescription only), which may contain no more than the maximum (7) number of medical items. If you agree with your Practitioner, you need more than the maximum number of medical items. The Practitioner is willing to write you multiple prescriptions. You will be required to purchase multiple prescriptions up to the number you require.

To purchase a prescription, you must do this in-Consultation (during a live Session) with a Practitioner; this is the only means of purchasing a prescription on the Platform. You will be asked, by way of a system message, to accept or decline the purchase; which will include an onscreen quote. If you Accept by way of clicking/tapping the ACCEPT button, we will take this as authorisation and apply the charges to your CheckUp Health Account to be settled at the closure of the Consultation. If you DECLINE by clicking/tapping the DECLINE button presented, you will NOT be able to purchase that prescription. If you click/tap ACCEPT and your card is DECLINED, you will not be able to purchase the prescription, and you will be unable to use another method of purchase in your current consultation and/or Session. Suppose your method of payment is DECLINED in this situation, and you wish to purchase a prescription using another payment method. In that case, you accept that you will be required to complete or END your current Consultation. Enter new payment details, get your new payment details set up in your CheckUp Health Account, and then start a new Consultation and discuss your situation with a Practitioner. You accept that there is NO guarantee or warranty made by us whatsoever that your next Practitioner will agree to write for you the prescription your previous Practitioner had agreed to write and issue.

Letters (including but not limited to Referral Letters):

You will be charged the current Price for a Letter (including but not limited to Referral Letters), which may be no longer than six (6) A4 Letter single-sided pages in length and subject to the spacing and layout requirements of CheckUp Health at its sole discretion. If you agree with your Practitioner, you need a letter that is longer than six (6) pages in length (single-sided), and the Practitioner is willing to write this long letter for you. You will be required to purchase multiple Letters up to the number you require to complete the Letters contents. To purchase a Letter, you must do this in-Consultation (during a live Session) with a Practitioner; this is the only means of purchasing a Letter on the Platform. By way of a system message, you will be asked to Accept or Decline the purchase, which will include an onscreen quote. If you Accept by way of clicking/tapping the ACCEPT button, we will take this as authorisation by you and apply the charges to your CheckUp Health Account to be settled at the closure of the Consultation. If you DECLINE by clicking/tapping the DECLINE button presented, you will NOT be able to purchase that Letter. If you click/tap ACCEPT and your card is DECLINED, you will not be able to purchase the Letter, and you will be unable to use another method of purchase in your current consultation and/or Session. If your method of payment is DECLINED in this situation and you wish to purchase a Letter using another payment method, you accept that you will be required to complete or END your current Consultation. Enter new payment details, get your new payment details set up in your CheckUp Health Account, and then start a new Consultation and discuss your situation with a Practitioner. You accept that there is NO guarantee or warranty made by us whatsoever that your next Practitioner will agree to write for you the Letter your previous Practitioner had agreed to write and issue.

Sick Notes:

You will be charged the current Price for a Sick Note, which may be no longer than six (6) A4 Letter single-sided pages in length and subject to the spacing and layout requirements of CheckUp Health at its sole discretion. If you agree with your Practitioner, you need a Sick Note that is longer than six (6) pages in length (single-sided) and the Practitioner is willing to write this longer Sick Note for you. You will be required to purchase multiple Sick Notes up to the number you require to complete the Sick Note contents.

To purchase a Sick Note, you must do this in-Consultation (during a live Session) with a Practitioner; this is the only means of purchasing a Sick Note on the Platform. You will be asked, by way of a system message, to Accept or Decline the purchase, which will include an onscreen quote. If you Accept by way of clicking/tapping the ACCEPT button, we will take this as authorisation by you and apply the charges to your CheckUp Health Account to be settled at the closure of the Consultation. If you DECLINE by clicking/tapping the DECLINE button presented, you will NOT be able to purchase that Sick Note. If you click/tap ACCEPT and your card is DECLINED, you will not be able to purchase the Sick Note, and you will be unable to use another method of purchase in your current consultation and/or Session. If your method of payment is DECLINED in this situation and you wish to purchase a Sick Note using another payment method, you accept that you will be required to complete or END your current Consultation. Enter new payment details, get your new payment details set up in your CheckUp Health Account, and then start a new Consultation and discuss your situation with a Practitioner. You accept that there is NO guarantee or warranty made by us whatsoever that your next Practitioner will agree to write for you the Sick Note your previous Practitioner had agreed to write and issue.

Contents of Prescriptions, Letters and Sick Notes:

You accept without question that qualified Practitioners are creating prescriptions, medical letters, and sick notes on the Platform, and the contents of these items are bespoke, individual, based on your accounts and presentations at a certain time to the author Practitioner(s). As such, these contents may vary, the precise nature of the content shall be at the sole discretion of the Practitioner and you agree to hold harmless CheckUp Health, its employees, officers, directors, agents and affiliates from any claim that may arise as a result of the contents of such items. You also agree not to tamper with any of the content of these items whatsoever if you are provided with them and that there is no guarantee or warranty by CheckUp Health, its employees, officers, directors, agents and affiliates that the items will contain the content you desire(d), hope(d) for, expect(ed), was informed of, interpreted as including, understood or believed they would. The content shall be of a type the qualified Practitioner believes is appropriate, safe, responsible and legal.

Arrival, Cancelling Appointments and Missed Appointments:

If you have an appointment booked on the Platform, CheckUp Health will allow you to arrive late for that appointment that you have booked. You may arrive and enter the consultation that you have booked up to a maximum of 7 minutes after the appointment start time. For example, suppose you have a standard 20-minute appointment booked at 3 pm today. In that case, you will have until 3.07 pm to enter the consultation, no later until one (1) minute before the scheduled end time of that specific Appointment. For example, if you have a 20 minutes appointment booked at 3 pm today, then you can arrive and start the consultation as late as 3.09 pm, but no later, and the appointment will still be due to be complete at 3.20 pm. CheckUp Health may choose to extend on an ad-hoc basis the period of lateness in order to assist customers, like you, to be seen by a Practitioner subject to the availability of practitioners on the Platform at that precise time and also subject to CheckUp Health’s sole discretion.

You may cancel an appointment that you have made on CheckUp Health by going to My Account, then choosing My Appointments and then selecting the appointment that you would like to cancel. Once you have done this, you will choose the “CANCEL THIS APPOINTMENT” option for the appointment you have chosen to cancel and click or tap to cancel it. If your cancellation is successful, you will receive an email from CheckUp Health to that effect and see an on-screen message confirming the cancellation. If you do not receive the cancellation email and see the on-screen message, your appointment may not be cancelled, and you must either try again or contact us. You accept that CheckUp Health takes no responsibility and will accept no liability whatsoever or howsoever arising for any costs, damages or losses arising from your failure to cancel an appointment on the Platform as described herein properly. You accept that failure to cancel an appointment properly may lead to you being charged a cancellation fee and/or the full fee for the number of Sessions making up the Appointment that you failed to cancel, subject to CheckUp Health’s sole discretion.

Missed Appointments occur when either you or a Practitioner do not arrive by the published start time (published, by CheckUp Health and on the CheckUp Health platform only) of the appointment that has been booked and confirmed by CheckUp Health by email and text and when either party (you or the Practitioner) are not in the video or audio consultation with each other on the CheckUp Health platform before the last 10 minutes of your appointment that you have booked and bought. In these instances, you understand, accept and agree that the following rules apply:

(1) If a Missed Appointment occurs because you did not attend your consultation or Session(s) in time then you will be charged a Cancellation Fee which is equivalent to to the consultation amount in (GBP) that you will have paid for each Missed Appointment. You accept that CheckUp Health reserves the right, without question, to amend the rate(s) it charges from time to time for cancellation or missed appointments at its sole direction. Please note that you can still cancel your appointment before its start time in order to benefit from FREE CANCELLATION (You will not be charged a cancellation fee if you cancel twenty-four (24) hours before the start time of your appointment). If you cancel after twenty-four (24) hours, you will have been deemed to have missed your appointment when you cancel it and incur the full consultation fee charged when you booked the appointment in (GBP), which you agree to pay, without question.

(2) If a Missed Appointment occurs because a Practitioner did not attend your consultation or Session(s) in time then we will credit your CheckUp Health Account with the appropriate number of unused Session minutes that make up your Missed Appointment and enable you to rebook the Appointment using the credits provided. Your credited unused Session minutes are non-transferrable and no alternatives shall be offered including but not limited to, cash alternatives, which under any circumstances will NOT be offered or if presented accepted. Please note that you may not use the credits until after 24hours from the relevant Missed Appointments scheduled end time, as determined by CheckUp Health, has passed.

(3) If a Missed Appointment occurs because neither you nor the Practitioner attended the booked appointment, CheckUp Health will treat this as though you have caused the Missed Appointment and charges will apply.

Refunds & Disruptions:

Suppose your consultation is determined by CheckUp Health (which you agree is at our sole discretion) to have constituted a ‘Disrupted’ consultation. In that case, CheckUp Health will credit your CheckUp Health Account with any unused session minutes within 24hours and thi swill be communicated to you via your ?????You may use these credited unused session minutes on CheckUp Health only and for the Services on the Platform after twenty four hours after the disruption occurred and not before. Your credited unused session minutes are non-transferable, and no alternatives shall be offered, including but not limited to cash alternatives, which under any circumstances will NOT be offered or, if presented, accepted. The number of credited unused minutes you receive in these circumstances shall be determined by CheckUp Health solely but shall be reasonably reflective of the time you would have had left in the consultation that you have been unable to utilise due to an issue not caused by you.

Suppose you think you are due a refund. In that case, you must Contact Us as soon as possible, providing details of the Consultation (Appointment ID) and a full description in writing of the issue or concern you are raising. It is CheckUp Health’s policy to offer refunds only in exceptional circumstances. Such refunds shall be provided in the vast majority of cases as Credits to your CheckUp Health account.

We do not provide refunds in the following circumstances (you accept this is NOT AN EXHAUSTIVE LIST, but a selection of circumstances only):

  • If you are unable to get a private prescription, legitimately and correctly provided via the Platform fulfilled and the associated medication dispensed at a pharmacy of your choice for whatever reason.
  • If your consultation is disrupted because of your actions, as determined by us exclusively. When appropriate, we will credit unused minutes to your CheckUp Health Account only and at our sole discretion.
  • Suppose you have missed your appointment, as determined by us exclusively. In this instance, you will be charged the cancellation fee.
  • If a Practitioner fails to attend your appointment, as determined by us exclusively, we will credit unused Session minutes to your CheckUp Health Account only and at our sole discretion.
  • If your Appointment fails to occur for whatever reason, we will credit unused Session minutes to your CheckUp Health Account only and at our sole discretion.
  • If you didn’t receive a prescription, referral letter or sick note as a result of a consultation.
  • It took longer than the published waiting time on the Platform for your consultation to start.
  • You didn’t fully use the minutes in any session that you have started.

Disputes

In the event of any non-medical complaint or dispute, you should first Contact Us and fully inform us of the issues surrounding your dispute in an open and engaging manner. In the event of any medical complaint, you should Sign-In to your CheckUp Health Account and send us your complaint through the support section in your app which will be sent to our administration team and alert us that there is a medical issue that requires attention. If you are unable to Sign Into your Account, please use the normal Contact Us form and at the top of your message please write these words “I WANT TO MAKE A FORMAL MEDICAL COMPLAINT’ and provide what information you feel comfortable disclosing about the complaint to our Customer Service Team and appropriate Contact Information. Please bear in mind that when not using the Medical Complaint Form the initial readers and receivers of these messages may not be Clerical Team members – you should temper the content therefore of such message content sent via this alternative method accordingly.

You warrant to us that you will not use Chargeback services in order to self-issue refunds and that where you do in fact, use or attempt to use such services that may or may not be available to you to do so. Suppose CheckUp Health is successful in disputing a Charge-Back with your provider. You will pay CheckUp Health’s reasonably incurred fees and costs in relation to administration and legal works undertaken to dispute your claim successfully. You also agree to pay such reasonable fees to us in cleared funds no more than 30 days from the dispute being successfully decided in CheckUp Health’s favour.

YOUR STATUTORY RIGHTS ARE NOT AFFECTED.

CheckUp Health Waiting and Appointment Times & Other Time Estimates:

The Waiting Time and all other Time Estimates provided and/or published on the CheckUp Health platform are based on our system’s best estimates having reviewed live activity and usage statistics and you accept that the Waiting Time and all other Time Estimates are (and represent) no guarantee of Service Provision, or that a connection with a Practitioner will be made within certain parameters, certain times, certain time parameters, within a given time period, or a connection with a Practitioner made at all. CheckUp Health will not refund fees based on Waiting Times or any other Time Estimates being inaccurate, factually incorrect but functionally working, erroring, not working as expected or malfunctioning and the Customer accepts this without question. Appointment times are a guide only and do not (and represent) guarantee Service Provision, or that a connection with a Practitioner will be made within certain parameters, certain times, certain time parameters, within a given time period, or a connection with a Practitioner made at all.

Force Majeure:

Notwithstanding anything herein to the contrary, CheckUp Health, its agents, officers, directors, partners or affiliates shall not be liable for any losses arising out of the delay or interruption of its performances of any obligations due to any act of God, an act of governmental authority, an act of a public enemy, war, severe weather conditions, or any other cause beyond its control.

No Third Party Rights:

Unless expressly stated in these Terms and Conditions or in the Privacy Policy to the contrary, nothing herein or in the Privacy Policy is intended to confer any rights or remedies under these Terms and Conditions or the Privacy Policy on any persons other than you, CheckUp Health and its Affiliates. Nothing in these Terms and Conditions and the Privacy Policy is intended to relieve or discharge the obligation or liability of any third persons to any of you. CheckUp Health or its Affiliates, nor shall any provision give any third persons any right of subrogation or action over or against you, CheckUp Health or its Affiliates.

Assignment:

You may not assign, transfer or delegate these Terms and Conditions or the Privacy Policy or any part of them without CheckUp Health’s prior written consent. CheckUp Health may freely transfer, assign or delegate all or any part of these Terms and Conditions and the Privacy Policy, and any rights and duties hereunder or thereunder. These Terms and Conditions and Privacy Policy will be binding upon and inure to the benefit of the heirs, successors and permitted assigns of the parties.

Privacy:

By accepting these Terms and Conditions, you acknowledge that you understand, have read, and agree to the provisions outlined in the Privacy Policy, which is incorporated herein and made part of these Terms and Conditions by reference.

Governing Law, Jurisdiction, and Venue:

These Terms and Conditions and the Privacy Policy shall be governed by and construed exclusively in accordance with the laws of England, without giving effect to any choice of law rules or principles. Any civil action or legal proceeding arising out of or relating to these Terms and Conditions or Privacy Policy shall be brought in the Courts of England. Each party consents to the jurisdiction of such court in any such civil action or legal proceeding and waives any objection to the laying of and venue of any such civil action or legal proceeding in such court. Any cause of action or claim you may have with respect to CheckUp Health must be commenced within one (1) year after it arises, except to the extent such limitation is not enforceable.

Severability:

The provisions of these Terms and Conditions are severable, and in the event, any provision hereof is determined to be invalid or unenforceable, such invalidity or unenforceability shall not affect the validity or enforceability of the remaining provisions, but such provision shall be reformed, if reasonably possible, only to the extent necessary to make it enforceable.

Spam and Anti-Spamming Laws:

CheckUp Health has strict no tolerance for unsolicited bulk email or other illegal activities. You shall not use or permit any of your employees, agents or affiliates to market, promote or solicit CheckUp Health products in ways that violate UK law. You shall not infringe the rights of others, shall not distribute chain letters or unsolicited bulk electronic mail ("spamming"); propagate computer worms or viruses; use a false identity; attempt to gain unauthorised entry to any platform, site or network; infringe copyrights, trademarks, or other intellectual property rights. You agree to indemnify and hold CheckUp Health and its Affiliates harmless for any and all acts found or suspected to be in violation hereof. You shall indemnify and hold CheckUp Health, its officers, directors, employees and its Affiliates harmless against and from losses, damages, costs, and reasonable legal fees, if any, incurred in defending and/or resolving any suits brought against them, by anyone arising out of an alleged violation of any anti-spamming rules, regulations, laws, statutes, and the like. Your account will be terminated for any of the above infractions.

Notice:

CheckUp Health may provide notice by email to the email address you provided during your registration and/or that held in your Account, by a general notice on the CheckUp Health Platform, or by written communication delivered by first class post to your address on record in your CheckUp Health Account. You may give notice to CheckUp Health at any time, just Contact Us or submit by a letter which should be delivered by ‘recorded delivery’ to Customer Support Department, The Flame Lily t/a CheckUp Health,144 Penn Road Wolverhampton WV3 0EE

Entire Agreement:

Together with any CheckUp Health rules or policies referred to herein, these Terms and Conditions represent the entire agreement between you and CheckUp Health concerning the subject matter hereof and supersedes all prior understandings, whether written or oral, concerning such subject matter. CheckUp Health may modify these Terms and Conditions as set forth above.

Comments & Suggestions:

CheckUp Health welcomes comments, suggestions, and submissions by its Customers. Any comments, suggestions and submissions made by Customers, including but not limited to messages, notes, feedback, artwork, communications, computer code or creative materials provided to CheckUp Health, shall become the exclusive property of CheckUp Health. At the time the comment, suggestion, and/or submission is made, it shall act as a full assignment to CheckUp Health of all rights whatsoever (copyright, patentability, and intellectual property). CheckUp Health shall have the right to use said comment, suggestion, and/or submission as its own for all legal purposes, including but not limited to the reproduction, disclosure, publishing, distribution and the like without any compensation to the Customer. This section shall not include any personal information submitted by the Customer as part of their Electronic Medical Record or other personal information held in your Account. Please Contact Us to submit comments and suggestions.

Special Offers

All purchases made are subject to our standard Terms and Conditions, without exception and the purchaser wholly accepts this.

First Consultation £25 Promotion

Purchasers of the promotion may acquire the first 20 minutes (an initial session) of the first-time consultation for £25, once only whilst the promotion is running (not expired) and all other charges apply including but not limited to session extensions, prescription administration charges as well as fees/charges for letters and fit notes.

This is a limited time offer, running until CheckUp Health stops it when the promotion will expire, although CheckUp Health reserves the absolute right to cancel or extend it at its sole discretion.

This promotion is for new customers only and by the first consultation, we specifically and only refer to the first 20 minutes of ANY first-time consultation (the first consultation had using an Account by a user ever in the history of that CheckUp Health Account). No substitutions or alternatives will apply under any circumstances.

If a customer purchases the promotion and fails to attend the initial session/ first-time consultation/appointment that they have booked even though they have purchased the initial session/ first-time consultation/appointment then our standard cancellation policy and fees apply. The patient/customer accepts and agrees that they may be liable subject to terms for a £25 charge (the cancellation fee) - in these circumstances, CheckUp Health will charge the patient's card for the cancellation fee and shall notify the patient in such circumstances via email.

In the event of a refund being applied, subject to Terms, for the initial session of the first-time consultation, the total amount to be refunded will only be the total amount paid by the patient for the session, without exception. If refunds apply for other services, this shall be done in accordance with our standard Terms and Conditions. If a patient purchases and books a consultation but fails to attend, they will be unable to re-book the same consultation at the promotion price once the promotion has ended/expired.

Anyone who is not a new customer may not apply for or receive the CheckUp Health First Consultation Session Offer benefit. Only one per person. Not alternatives available.

FREE Consultation: Terms and conditions. The promoter is The Flame Lily Healthcare t/a CheckUp Health, whose registered office is 144 Penn Rd, Wolverhampton WV3 0EE, United Kingdom.

Eligibility: The offer is open to residents of the United Kingdom aged 18 years or over who are using the CheckUp Health Mobile App.

To take part, simply download the CheckUp health and register as a user. In order to be eligible for the offer,you should not already have registered for the CheckUp Health service before.

Promotion period: you will be able to book FREE consultations from 25th May 2021, and the promotion will continue until revoked by us.

CheckUp Health credits: credits can be used against appointment bookings, referral notes, fit notes and our prescriptions charges. Credits must be used within 12 months from the date of issue, after which they will have no value. Credits have no cash value and are non-transferable.

There is a maximum number of FREE appointments ,one per month. We reserve the right to amend the maximum number of appointments at any time.

Any attempt to manipulate the FREE appointments offered by the use of bulk entry via 3rd parties, syndicates, macros, scripts, masking identity by manipulating IP addresses, using identities other than your own or any automated means, will render the credits invalid and may potentially lead to that account being closed down.

Suppose for any reason a credit becomes invalid due to a technical failure or any other causes beyond the control of CheckUp Health. In that case, we reserve the right to cancel, suspend or modify the promotion and not re-issue any additional credits to affected customers.

No responsibility is accepted for appointments that are missed, cancelled or delayed as a result of any network, computer hardware or software failure of any kind. Proof of trying to connect will not be accepted as proof.

We reserve the right to revoke any FREE appointments credits if we deem they have not been acquired through the appropriate use of the programme. Your code should not be shared in any commercial context. You can share it via email, Facebook, Twitter, blogs, etc., where you are the primary content owner and creator. Public distribution on sites where you are a contributor but not the primary content owner (e.g. Wikipedia, coupon sites) is not allowed..

By taking part in the promotion, you will be deemed to have accepted and bound by these terms and conditions.