HealthHero Weight Management Services – Terms and Conditions

To help you understand these conditions of use for Healthhero Weight Management 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 another healthcare provider, your employer, insurer, or a membership group.
 
“App”
Refers to any software application developed and provided by us that enables users to access services, content, or functionality via digital devices. For more information see Healthhero Online Services Terms and Conditions

Contents

Introduction
Service Scope
Coaching and Support
Service Limitations
Medical Disclaimer
Eligibility
Account and Access
Content and Accuracy
Editorial Standards
Subscription Fees
Payment
Cancellation and Refunds
Intellectual Property Rights
Limitation on Liability
Applicable Law

Introduction

These Terms and Conditions govern your use of HealthHero’s Weight Management Services (“the service”), which is provided for general health and wellbeing support. This is an advice-only service and does not constitute medical diagnosis or treatment. By using the Service, you agree to these terms.
 
By using this service, you’re also agreeing to our general Healthhero Online Services Terms and Conditions and Privacy Policy , which go hand-in-hand with these specific terms.
 
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 Scope

This service provides practical, non-clinical support for individuals seeking to build healthy habits, with or without weight loss medication. It includes access to coaching, chat support, and lifestyle resources.
 
The service provides you with access to a library of expert-reviewed content, maintained by a multidisciplinary team and online chat-based support with HealthHero’s clinical team covering:
 

• Diet and nutrition
• Physical activity
• Emotional wellbeing
• General information about injectables (GLP 1 Medications)
   

You should consult your GP or another medical professional before making any significant changes to your diet, exercise, or health routines.

Coaching and Support

Users have the option to receive an initial one-to-one video session with a coach in the first month of the service. Ongoing support is available via secure chat, with responses provided by the next working day.

The coaching team offers general lifestyle guidance but does not provide medical advice.

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 online services provide health and wellbeing information 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

Medical Disclaimer

This service is not a substitute for professional medical advice, diagnosis, or treatment. Users must consult their GP or healthcare provider for any medical concerns, including medication, side effects, or treatment changes.

Eligibility

• You must be 18 years or older to use the Service.
• You must have subscribed to the service or been given access by a provider organisation.
• You must not use the Service if you are pregnant, have an eating disorder, or have been advised by a medical professional to avoid weight loss interventions without supervision.

Account and Access

• You may be required to create an account with us to access the Service.
• You are responsible for maintaining the confidentiality of your login credentials.
• We may suspend or terminate your access if you breach these terms or are no longer eligible.

Content and Accuracy

• All content provided through the service is for informational purposes only.
• While we strive to ensure accuracy, we do not guarantee that the information is complete, up to date, or suitable for your individual circumstances.
• We accept no liability for actions taken based on the information provided.

Editorial Standards

Our content is:
 

• Evidence-based: Developed using reputable sources and reviewed by qualified professionals.
• Independent: Free from commercial influence or sponsorship bias.
• Transparent: Authored and reviewed by named experts where applicable.
• Regularly Reviewed: Updated periodically to reflect current best practices.

Subscription Fees

A partner organization may have offered you a free trial with a voucher, after which you can choose to continue with paid membership.
 
The current subscription fees are as published service App.

Payment

When subscribing to the service, payment processing services are provided by Stripe and will be subject to its terms of use (https://stripe.com/payment-terms/legal) and privacy policy (https://stripe.com/gb/privacy).
 
By opting for a paid subscription, you are consenting to the payment details being processed by Stripe. When you provide payment details, you must have the appropriate authority to use your chosen payment method. If you have any questions relating to these Services, please contact Stripe at privacy@stripe.com.
 
Please note that a pre-authorisation transaction charge may be made for a small amount to validate your payment card it before making the full transaction. We will refund this small charge, either immediately after successful pre-authorisation, or deduct it from the total transaction amount.

Cancellation and Refunds

1. Before subscribing, you must ensure that:

   a) your use of the service will be in accordance with these Terms and Conditions, and

   b) you have the correct technology or equipment to access the services,

   otherwise, you will not be entitled to a refund, other than as described below.

2. You have a statutory right to cancel a service contract within 14 days of agreement and receive a full refund, provided the service has not yet been fully performed. For example, if you have had your one-to-one kick-off session with a HealthHero coach within 14 days of agreement, we may charge a proportion of the monthly fee to cover our costs.

3. You’re free to cancel your subscription whenever it suits you. You’ll continue to have access to the service until the end of your current monthly billing period and won’t be charged again after that.

4. If you are otherwise unhappy with the service we have provided, please contact our administration team on 0333 049 8900.

5. to request a review. We will use reasonable endeavours to complete the review within 5 working days from your request. Depending on the outcome, and unless otherwise stated in these terms, we may agree to reimburse some, or all the charges made. Where this is the case, they will only be paid to the cardholder or person who made the original payment, and the refund will be made through the Stripe service.

6. If we are unable to deliver the one-to-one kick-off session with a coach for technical or operational reasons, we will contact you directly to reschedule an appointment as soon as possible in advance of your booking. Where we are unable to reschedule an appointment to a convenient date and time, we will cancel your subscription and provide you with a full refund.

7. We may end the contract for the services at any time by writing to you if:

   (a) you breach any of the terms of this agreement; or

   (b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services.

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