HealthHero Online Services Terms and Conditions

To help you understand these conditions of use for HealthHero Online Services, here’s what we mean when we use certain terms:

“You”, “your”
Refers to the individual using our services.
This policy applies to all users of HealthHero services, whether:

you are paying for the service yourself,
you are receiving the service as a benefit through a third-party partner organisation, or
you are a beneficiary entitled to access the service through one of the above arrangements.

“HealthHero”, “we”, “us”
Refers to either HealthHero Solutions Ltd or HealthHero Healthcare Ireland Ltd, depending on which entity is providing service to you. Services in the United Kingdom are provided by HealthHero Solutions Ltd and by HealthHero Healthcare Ireland Ltd in the Republic of Ireland.

“Partner organisation”
Means any organisation that has arranged for you to access our services. This could include your employer, insurer, or a membership group.

“App(s)”
Refers to any software application developed and provided by us that enables users to access services, content, or functionality via digital devices. This includes:

Native Apps:

Software applications specifically developed for use on mobile operating systems such as iOS and Android. These apps are downloaded and installed from official app stores and may include features such as offline access, push notifications, and device-specific integrations.
Web Apps:

Browser-based applications that are accessed via a URL and do not require installation. This includes Progressive Web Apps (PWAs), which offer app-like experiences such as offline access, responsive design, and integration with device features. PWAs are compatible across smartphones, tablets, laptops, and desktops and may be white-labelled or co-branded for partner organisations.
Websites:

Any web-based platform or portal provided by us that delivers services or content to users through a standard internet browser.

The terms “App” or “Apps” covers all such platforms, regardless of the device or operating system used to access them. Our Apps may include access to services such as booking platforms, clinical consultations, wellbeing assessments, and content libraries.

Introduction
Service Limitations
App Supported Health and Wellbeing Services Your Right To Use Our Apps
What You Need To Use Our Apps
Who Can Use Our Apps
User Accounts
Identity Checks
What You Can And Can’t Do
Your Responsibilities
Service Availability, Updates And Functionality
Content Accuracy
Intellectual Property Rights
Limitation On Liability
Applicable Law

Introduction

These Terms and Conditions contain important information on the scope of the online services we provide to support our health and wellbeing services and how we deliver them. Use of our Apps and services is subject to the terms outlined below, including licensing, user conduct, privacy, and intellectual property provisions.

To use any of our health and wellbeing services, you’ll also need to agree or accept separate terms which apply to each specific service available to you. See the section App Supported Health and Wellbeing Services for links to individual health and wellbeing service terms of use.

You will only be entitled to receive the health and wellbeing services we have agreed to provide directly to you or on behalf of a partner organisation. Access to these services is managed through our Apps. Our health and wellbeing services are not a replacement for any regular health service(s) you are normally registered with, e.g., a General Practice.

For the avoidance of doubt, if you cannot access a health and wellbeing service directly from our Apps, then you are not entitled to use that service.

These Terms and Conditions should be read alongside our Privacy Policy. The Privacy Policy contains important information on who we are and how and why we collect, store, use and share your personal information. It also explains your rights in relation to your personal information and how to contact us or supervisory authorities in the event you have a complaint.

Service Limitations

You must not use our services for emergencies or urgent conditions, such as (but not limited to) those listed below, as this may delay necessary treatment. Our Apps provide health information services only, and do not provide any form of emergency service or advice.

If you believe that you are in an emergency or life-threatening situation you should contact your local Emergency Services immediately by dialling 999 or 112, especially if you, or someone:

has severe difficulty or are not breathing
is having a heart attack or stroke
has severe chest pain
has severe abdominal pain
has severe bleeding
has lost consciousness
is in an acute confused state and/or is having fits which aren’t stopping
is in suicidal distress
is experiencing an acute mental health crisis

App Supported Health and Wellbeing Services

The following clinical services are supported by Apps to which these terms and conditions apply:

Weight Management Support

UK ADHD Service

Your Right to Use Our Apps

We give you a personal right to use our Apps during the time your contract with us is active. This right is:

Personal – just for you;
Limited to the App(s) designed to provide the contracted service(s);
Non-exclusive – meaning others can use it too;
Non-transferable and non-assignable – meaning you can’t give or sell it to anyone else.

This right lets you use our Apps, but it doesn’t give you ownership of any App or any of its content.

If you’re using our apps through a partner organisation, they can stop your access at any time if they believe you’re no longer eligible to use them.

If you are no longer eligible to use our Apps, we may implement technical measures to restrict or block your access.

What You Need to Use our Apps

To access our Apps, you’ll need:

An internet connection (you’re responsible for any costs);
A device that can access the internet;
An account to access an App, where required.

Please note: If you turn off JavaScript or block cookies, some features of our Apps might not work properly. These technical requirements may change at any time without notice. It’s your responsibility to make sure your device is compatible with our Apps.

Who Can Use our Apps

By using our Apps, you confirm that:

You are legally an adult and not under guardianship; or
If you are a minor or under guardianship, you are using our Apps with permission from a parent or legal guardian.
You also confirm that you understand and accept these terms and conditions.

User Accounts

Some of our Apps require you to create an account. Where required, you must provide accurate and complete information during registration. New accounts require verification before you can access the full functionality of an App and your personal data will be handled in accordance with our Privacy Policy.

We reserve the right to suspend or delete accounts if eligibility requirements are not met.

Account Security - You are responsible for keeping your login details confidential and notifying us immediately if you suspect unauthorised access to your account.
We may take technical measures to restrict access if misuse or unauthorised activity is detected.
Use of Your Account - Your account is for personal use only and must not be shared. You agree not to use the account for unlawful or harmful purposes or impersonate another person or misrepresent your identity.
Termination of Account - We may suspend or terminate your account if you breach these terms, if your eligibility status changes or iIf required by law or regulatory obligations.

Upon termination, you must stop using the account and any associated services immediately.

Identity Checks

Depending on the services available to you, we may need to perform an identity check before you are able to access an App. This is necessary to ensure we provide the appropriate care options to you and maintain the confidentiality of your care record.

For more information on Identity Checking and how we do it, please see our Privacy Policy.

What You Can and Can’t Do

You’re allowed to use our Apps’s software (the object code), but we don’t give you access to the source code. We may fix bugs or make updates, but you must not:

Try to reverse engineer, decompile, or disassemble our Apps;
Change or modify our Apps in any way;
Ask someone else to do any of the above on your behalf.

Your Responsibilities

You agree not to:

Collect personal data about other users;
Use automated tools (like bots or scrapers) to access our Apps without our written permission;
Upload viruses or harmful code;
Harm other users or third parties;
Use our Apps for anything illegal, harmful, or discriminatory;
Interfere with how our Apps work.

You must follow all laws and regulations that apply to your use of our Apps. If you see anything illegal or inappropriate, please let us know.

Service Availability, Updates and Functionality

We are not responsible for any issues caused by network problems or if your device doesn’t meet the technical requirements needed to run our Apps properly.

We aim to keep our Apps available 24 hours a day, 7 days a week and while we will use reasonable efforts to maintain access, we can’t guarantee uninterrupted service.

We may update, change, or remove features of our Apps at any time to improve performance, enhance security, comply with legal or regulatory requirements, or respond to user needs and technical developments. These changes may include adding new features, removing outdated ones, or modifying how certain parts of the App work. We may also temporarily suspend access to our Apps—for example, to carry out maintenance or upgrades. Where possible, we’ll let you know in advance, but we may make changes without notice. By continuing to use our Apps after changes are made, you accept the features and functionality of the updated version.

The functionality available in our apps is provided ‘as is’ and for personal use only. For example, we do not make any commitments about the content within the Apps, the specific functions of the Apps, their reliability, availability, or ability to meet your needs. The features are provided by HealthHero or under our control by our trusted partners.

All databases, data, and information used, displayed, or made available through our apps are owned by HealthHero or our partners, or we are licensed to use them. This content is provided solely for use within our apps. You must not copy, extract, or reuse any part of this content—whether in full or in part, repeatedly or systematically—in any way that goes against these terms.

Any unauthorised, commercial, or improper use is prohibited and may result in immediate suspension of access and legal action.

Content Accuracy

While we try to make sure that our Apps are accurate, up-to-date and free from bugs, we cannot promise that they will be. Any health related information you find in our Apps is meant to be general and educational. It’s not personal advice, and you shouldn’t rely on it instead of speaking to a qualified healthcare professional. Only advice given by a healthcare professional during a consultation should be treated as personal medical guidance.

We do our best to keep the information in our Apps up to date, but we can’t guarantee that everything is accurate, complete, or current. Any reliance that you may place on the information on the Website is at your own risk and we’re not responsible for any decisions you make based on this general information, or for any consequences that may follow.

Intellectual Property Rights

All intellectual property rights in our Apps, including but not limited to their design, structure, content, and underlying code, are either owned by or licensed to us. This includes all text, graphics, images, audio, and other materials contained within the applications.

You may not copy, reproduce, distribute, or otherwise use any part of the applications or their content without our prior written consent. No part of the applications may be used for commercial purposes without express authorisation.

We retain all rights not expressly granted in these terms. Any unauthorised use, reproduction, modification, or exploitation of the applications or their content—whether in whole or in part, and by any means or on any medium—is strictly prohibited and may constitute a breach of our intellectual property rights.

You must not, directly or indirectly, infringe upon the rights of HealthHero. Any such infringement may result in legal action.

Concerns and complaints

Should you wish to make a complaint or would like to raise a concern you can contact us directly on any telephone number you may have been given to access our services, or through a provider organisation. You can also e-mail your concerns directly to us at complaints.epc@healthhero.com. Alternatively, you can also write to us:
For patients based in the United Kingdom (UK) or its Crown Dependencies:

The Complaints Manager
HealthHero Solutions Ltd
Inspired,
Easthampstead Road,
Bracknell,
RG12 1YQ

For patients based in Ireland:

The Complaints Manager
HealthHero Healthcare Ireland Ltd
2 Dublin Landings
North Wall Quay
Dublin 1
D01 V4A3

We will endeavour to acknowledge your complaint or concern as soon as it is received. We hope to be able to resolve it to your satisfaction within three working days of receipt, but if we are unable to do so, we will formally respond to you and follow our complaints procedure, which can be found here:

HealthHero Complaints Procedure

Limitation on Liability

Nothing herein excludes or limits our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation; or
any other liability which cannot be excluded or limited under applicable law.

Nothing herein shall affect your statutory rights.

Except as may be expressly set out in these terms, all conditions, representations, and warranties relating to the services are excluded to the maximum extent permitted by law.

We shall not be liable for any defects or errors in the services, nor interruptions in or unavailability of the services, nor any breach of any obligations due to a cause beyond our reasonable control.

When using our services, except to the extent permitted by law, we shall not be liable for:

(i) any loss, damage or distress incurred by you arising from reliance on information or the availability of the services; or
(ii) any indirect, consequential, or economic loss, damage or distress incurred by you (including any such loss, damage or distress arising from unauthorised use of or damage to your data or content); or
(iii) any consequential loss, damage or distress incurred by you arising from where you have not provided us with a full and accurate medical history or where you withhold any relevant information; or
(iv) any loss, damage or distress arising from use or attempted use of the services for emergency or urgent conditions or any consequential delays to necessary treatment.

Our total liability to you in connection with the services whether under contract, tort, statute, common law or otherwise (and including for negligence or wilful default) shall not in any circumstances exceed GBP500,000.

Applicable Law

For the avoidance of doubt:

(i) the provision of our services from the UK shall be governed by and construed in accordance the laws of England and Wales and each of the Parties submits to the exclusive jurisdiction of the courts of England and Wales.
(ii) the provision of our services from Ireland shall be governed by and construed in accordance with, the laws of Ireland and each of the Parties submits to the exclusive jurisdiction of the Irish courts.

Links checked and Terms and Conditions last updated on Thursday, 17 July 2025