Babylon Terms and Conditions

Hello

Welcome to the Babylon terms and conditions.

Table of contents

1. What this policy covers

This policy is essential legal information that tells you things like:

  • The rules for using our services
  • What we need from you to provide our services
  • What to do if something goes wrong

These terms and conditions are an agreement between you and us (Babylon/we/us). This is so you know the rules and your rights when you use our app, websites ( www.babylonhealth.com and www.gpathand.nhs.uk) and services.

By using our services you agree to these terms. If you don't follow these terms, we might need to cancel your account.

You should also read these terms along with:

You might also be able to find a quick answer to your question in our FAQs.

2. Contacts

How to contact us

You can:

How we contact you

We will contact you in English through the app, or using your email or by phone.

We might also send you notifications in the app when we need to tell you something important.

3. What we mean by our services

Our services fall into 2 categories:

(a) Clinical services

Our video and audio consultations, where you can talk with one of our medical professionals. This includes people like doctors, advanced nurse practitioners, dermatologists, phlebotomists (people qualified to draw blood), physiotherapists, pharmacists, and mental health therapists. Throughout these terms, we've called them practitioners.

These practitioners might give you a diagnosis, recommendation, or treatment. They may also prescribe to you, or refer you to someone else.

(b) Digital healthcare services

Services that give you health and lifestyle information through our apps or websites.

Our digital healthcare services are for information only. They are not designed to diagnose you or provide you with medical advice or treatment. They should never be used as a replacement for a qualified medical professional.

Symptom checker

A tool where you can enter symptoms and get general information on possible next steps. For some symptoms, you will also be provided with a list of possible matching conditions which are often associated with the symptoms you entered.

Healthcheck

A health questionnaire where you get a healthy living and lifestyle report based on your answers. The report lets you know about general risks for certain conditions. It might include general lifestyle advice too.

Monitor

A mood and wellness tracker where you can input information on your daily routines. Your wearable device (for example, a Fitbit) can also provide this information. Monitor allows you to enter and review information on some health conditions.

Assistant

A way for you to ask questions when you need help and support, or live chat with a member of our non-clinical support team.

We might also offer other health information tools from time to time.

FAQs: app features

Using our services

You can access our services in different ways.

  • Our Babylon private service, which is available if you're an annual subscriber, a pay as you go user, or if your employer offers it as a benefit
  • Babylon GP at Hand, our digital-first NHS service
  • Or through a third party we have partnered with (for example, a hospital trust or health insurer)

4. What our services can and can't do

Our digital healthcare services are for information only. They are not designed to diagnose you or provide you with medical advice or treatment. They should never be used as a replacement for a qualified medical professional.

They are there to give you information relating to your health and to let you know about general causes, risks and possible next steps. They're not designed to be used instead of a healthcare professional.

Don't use any of these digital healthcare services in an emergency. Instead, call 999 or the emergency services immediately.

You should always talk to a qualified healthcare professional if you have questions about your health or a medical condition. And before you make any decisions about your health.

There are some medical conditions that we won't be able to help you with in a video or phone consultation. If you're in doubt, check our FAQs to help you work out what to do.

Depending on how you access them, you might not be able to get our full list of services.

Our services might be subject to other rules or restrictions. We'll let you know about these on our app or websites.

5. What we need from you

We need some things from you so that we can give you the best version of our service. These are:

  • Some personal information
  • An accurate record of your use of our service. So you only have to register once

We also need you to:

  • Let us know if any of our information about you is wrong or out of date
  • Make sure that any information you give to us is accurate and in English

6. Our clinical services

Our practitioners are based in the UK. They're members of the appropriate regulatory body (for example, doctors are members of the General Medical Council). They're committed to clinical best practice and any related standards.

Our practitioners might have different opinions on some medical conditions or symptoms. This doesn't mean that our clinical services are at fault, it's normal for experts to have different views from time to time.

Your consultation

We'll arrange your consultation as soon as possible. We can't promise to offer consultations in a specific timeframe, or that a specific practitioner will be available at a particular time.

We record all consultations to make sure we're giving you the best service we can. To find out more about how we use this information and how we protect your privacy, see our privacy policy.

If you don't think you've been able to clearly share your medical needs during a consultation, you should speak to a practitioner in person. If you're worried about any advice you've received, then you should book another appointment to discuss this.

If you're using our private service

(That's if you're an annual subscriber, a pay-as-you-go user, or if your employer offers the Babylon app as a benefit)

Consultations with our practitioners shouldn't replace consultations with your regular NHS GP.

You should talk to your own GP about any information you get from us.

You should contact emergency services or arrange follow-on care if one of our practitioners recommends it.

7. Your prescriptions and medicines

In the UK, we're able to prescribe medicines without face-to-face meetings.

Our practitioners follow national evidence-based guidance, such as the National Institute of Clinical Excellence (NICE). They meet Care Quality Commission (CQC) standards.

Read more at the National Institute of Clinical Excellence website.

And also at the Care Quality Commission website.

For our private service, we can't prescribe controlled drugs and have strict limits on high-risk medicines.

We may refuse to prescribe to you if we think it's not safe or legal to do so.

We partner with pharmacies that provide your medicine. These aren't part of Babylon and we can't take responsibility for their acts or mistakes.

Prescription charges

If you're using Babylon privately, you need to pay for your prescriptions. The price is set by the pharmacy and isn't part of your Babylon subscription. You don't have to use any particular pharmacy.

Find our more about GP at Hand prescriptions.

Collection and delivery of prescriptions

You can choose to have your medicine delivered to your home, or you can pick it up from a pharmacy near you.

We can't accept returns or give refunds on medicines.

By choosing home delivery, you agree to the terms and conditions of our partner pharmacy.

FAQs: prescription delivery services

8. Private testing services

We offer medical tests with the help of our test kit provider and partner laboratory. You can order these through the app.

Tests are only available in the UK. The tests come at an extra cost to your subscription and are available to adults over the age of 18.

By taking a test and returning your samples, you give us permission to make your results available to you in the app.

Our lab is responsible for checking results and making sure they are correct. Babylon only reports the results of medical tests to you.

You can't order tests through the Babylon GP at Hand service. The NHS will arrange tests for you as part of your care.

We can't offer refunds or returns for any test kits you've ordered.

9. What we need if you use our clinical services

  • Follow any instructions our practitioners give to you
  • Follow any instructions we give to you about how to use medicines or healthcare products we recommend or prescribe. This includes use-by dates.
  • Keep any medicines we prescribe to you securely and don't allow others (especially children) to use them
  • Only use our services for you, unless you're helping a child that you're responsible for
  • Tell a practitioner or your GP if you have any bad or unexpected effects from anything we've recommended to you. Don't report these in the app.
  • Or contact emergency services if you think it's necessary

We're here to help, but if we think that you're using our clinical services too much, we'll speak to you about it.

We don't tolerate any abuse or offensive behaviour towards any Babylon employees or practitioners. If we think that this is happening, then we can end your consultation or cancel your subscription.

10. Prices and how to pay

Some of our services are free and available to everyone in the UK. We may charge a fee for other services.

Here's an overview:

  • Our Babylon GP at Hand service is free for registered patients
  • You have to pay for our private service and any products you may order through the app. Find out more about our pricing
  • The price of our services are set out in our app or on our website when you register. Our prices may change at any time, but this will not affect the price of anything you have already ordered
  • All prices exclude VAT, where this applies

Paying for our private service by subscription

We now only offer annual subscriptions to our private service. If you subscribed earlier, you may still have a historic monthly or quarterly plan.

You need to pay all charges in advance.

We automatically renew all subscriptions and take payment at the end of your existing subscription. That's unless you cancel it before the end of your subscription period.

We may stop providing our services to you if you don't pay on time. We'll let you know if our subscription prices change.

11. Children and young people

Make sure that you supervise your children when they use our services.

You can open an account for children under 16 as long as you are their parent or legal guardian.

You should either use the services on their behalf or supervise their use of the services at all times.

If you're between 16 and 18 you can use our services by opening your own account with us if your parent or legal guardian has agreed to pay any charges with their payment card.

Some of our services could have age-specific features but we'll let you know about this in the app.

Find out more about children and Babylon GP at Hand.

12. What you can't do with our services

When using our services, you must not use them:

  • For commercial purposes, like using on your own website for profit
  • For any improper or unlawful purpose, like interfering with or reverse engineering our app or website
  • Installing any virus or malware

If you do, we may suspend your access to our services or cancel your account and subscription.

We use anti-virus measures on our websites and app. But we can't promise that our services will always be virus-free.

FAQs: technical requirements to use our app

13. Cancelling your subscription

We work hard to give you the best standard of clinical services. But if there's something you're not happy with, you can contact us to talk. Or you can cancel your subscription at any time.

Email: support@babylonhealth.com
Phone: 03302 231 008

The amount we will refund to you (if any) will depend on when you cancel and how you have used the services before you cancel.

Get more information on your rights when you cancel.

If you cancel a pay-as-you-go consultation less than 2 hours before it starts, we will not refund you.

If you cancel within 14 days of registering for the services, we'll fully refund you.

This is unless you have used the app for consultations during this time. If you have, we'll reduce the amount of your refund (or take further payment from you) to recover the cost of any consultations.

See the consultation pay as you go rates.

We may also charge you for any products you have purchased during this time.

If you cancel your subscription after 14 days, the cancellation will take effect immediately. We won't take any further payment.

If you cancel because:

  • Our services are unavailable for 2 weeks or more
  • You don't agree with a change we made to these terms (including changes to our pricing); or
  • We haven't fixed or arranged a replacement service that we agreed to

then we'll give you a refund that directly reflects the amount of time left in your subscription at the date you cancel.

We may end our agreement with you if:

  • We're unable to provide our services for reasons outside our control
  • You break these terms or the law relating to our services
  • You've put us in a position where we might break the law
  • You don't pay us on time
  • You've been abusive to anyone at Babylon

14. If something goes wrong

Please contact us if something goes wrong. We'll do our best to fix the problem.
We provide our services as they're described and we don't make any other guarantees.

If we break these terms we will only be responsible for any losses that could have been foreseen when we entered into the terms.

Some of the things we can't be held responsible for include:

  • Loss or damage as a result of not following the instructions for using our services
  • Business losses to you (our services are for personal use only)
  • Any loss or damage as a result of your own breach of these terms or our privacy policy
  • Loss or damage from using other websites we link to from our app or website, including any retail partners we might work with or invite you to access. Babylon doesn't recommend or endorse any websites or products that we link to. You must make your own decision about whether you want to access or use these.

Unless the law says otherwise, we will not award compensation for any amount higher than what you have paid us.

As far as we can under the law, Babylon doesn't accept any other terms or rules (direct or indirect) that are outside of these terms.

If you can't get our services

There might be times outside our control when we can't provide our services.

We're not responsible if this happens, but if it does, we'll let you know as soon as we can. And we'll do anything we reasonably can to make sure you can use our services again as soon as possible.

15. How to make a complaint

If you have a complaint, please contact us and we'll do our best to fix the problem. We reply to all complaints in line with the rules and regulations that apply to our services.

There are different contact details, depending on the problem or service you're using:

16. Changes to these terms

These terms are always available in our app and on our website. We change these terms from time to time. We may not always tell you when we make a change.

If we make any changes that affect your rights or what we need from you, then we'll let you know.

If you don't agree with the changes, you can cancel your subscription with us.

If you continue to use our services, we will assume that you're happy with any new terms.

17. Other things you should know

Legal and regulatory terms

The Care Quality Commission regulates our clinical services, such as video and audio consultations.

The Medicines and Healthcare Products Regulatory Agency regulates our 'medical devices'. This includes Symptom Checker and Healthcheck.

Our services follow UK laws and regulations. Some countries have different laws and regulations for healthcare services.

If you're outside the UK, you should check if it's legal to use our services in your location.

Enforcement

These terms are an agreement between you and us (Babylon). They do not apply to other people. Only you can take legal action on your agreement with us. Unless you are a parent or guardian acting on behalf of your child.

Legal decisions and judgements

These terms fall under laws of England and Wales. If you want to take legal action relating to these terms, it must be through the courts of England and Wales.

Our companies

We have a few different Babylon companies (known as our 'legal entities'). These terms are an agreement between you and the following companies.

Our clinical services are provided by:

Babylon Healthcare Services Limited
60 Sloane Avenue
London
SW3 3DD
Company number: 09229684

Our digital healthcare services are provided by:

Babylon Partners Limited
60 Sloane Avenue
London
SW3 3DD
Company number: 08493276

Babylon GP at Hand services are provided by:

Babylon GP at Hand
139 Lillie Road
London
SW6 7SX

18. Babylon GP at Hand terms

Hello.

Welcome to our Babylon GP at Hand terms and conditions. Our general terms and conditions also apply to Babylon GP at Hand.

If there's any difference between the two, then these Babylon GP at Hand terms apply.

About Babylon GP at Hand

Babylon GP at Hand is the name of the digital-first service we provide for the NHS.

It provides 'primary care services' to registered patients, normally by video or phone call first. 'Primary care' are the services a person normally uses first when they first have a health issue. This could be a consultation with a GP or practice nurse, or a pharmacist.

Once you're registered, you can use Babylon GP at Hand as your NHS general practice. You get digital consultations first, but you can also book face to face consultations at one of our clinics if you need one.

See our clinic locations.

You can get Babylon GP at Hand through the Babylon app or through the GP at Hand website.

Services free at the point of need

If you meet the NHS eligibility criteria, then Babylon GP at Hand is free to use.

Babylon GP at Hand patients should know that not all features of the app are available on the NHS. If any features are not free of charge, we will make this clear to you in the app.

Opening hours

Babylon GP at Hand provides a 24/7 service to our patients.

This is in addition to the hours we provide under our contract with NHS England (which are 8am-6.30pm, Monday to Friday).

Children

You can register children under 16 for Babylon GP at Hand.

As a parent or guardian, you have to give your child permission to open an account.

You should supervise them at consultations too. This is unless a practitioner thinks an unsupervised consultation is appropriate.

Any unsupervised consultation with an under-16 will be held in line with safeguarding legislation and guidance.

Prescriptions

The prescriptions you get from Babylon GP at Hand will generally be NHS prescriptions.

This means you need to pay the standard NHS prescription charge unless you're eligible for free prescriptions.

You can order repeat prescriptions in the app, if your practitioner approves.

Tests

If you're using Babylon GP at Hand, you should discuss any tests you might need with one of our practitioners.

You may be able to get them through the NHS in the usual way, so you wouldn't have to pay for them.

Cancelling your Babylon GP at Hand registration

You can deregister from Babylon GP at Hand and sign up with a new NHS general practice at any time.

You don't need to contact us, registering with a new practice will automatically deregister you.

How to make a complaint

We always do our best but we realise that sometimes things go wrong. If you have a complaint, please contact us and we'll do our best to fix the problem.

We reply to all complaints in line with the rules and regulations that apply to our services.

How to make a complaint about GP at Hand.