" />
babylon Dr App
Rated 4.76/5 based on 16,644 customer reviews

Babylon health logo Babylon health logo Menu Menu

Babylon

Product

Business

Learn More

GP at hand Open in new tab

Careers

Legal

Babylon Terms and Conditions

GENERAL

Our mission

At Babylon, our mission is to make healthcare better and simpler for everyone. Above all, we’re committed to providing you with the highest quality care. 

Please read these terms carefully so that you understand them. These terms cover all the services we provide to you through our healthcare app or other platform (“App”) and Websites. When you use the App, you may access the private Babylon Service (“Private Service”) or the GP at hand service (“GP at hand Service”), which are both referred to together as the “Services”.

Any reference to “Babylon”, “our”, “us” and “Company” are references to Babylon Healthcare Services Limited, a limited company registered in England and Wales (company number 09229684), the registered office being 60 Sloane Avenue, London SW3 3DD.

These terms also cover the related websites as set out below (“Websites”):

When you use our Services, our healthcare practitioners will serve you from the UK. 

These terms include details on our complaints procedure and what is required from you to provide the Services. You will be asked to accept these as part of your account registration. We may update the terms from time to time, and if your rights change we will always notify you of this.

Our Privacy Policy sets out how your personal information will be used by us, which can be accessed as part of the account registration process, via the App, and on our Websites.

The way we work is simple: we’re here to serve you and will always do the right thing to ensure you have the best possible experience. We hold ourselves to the highest legal and ethical standards and we will never jeopardise your trust in us by failing to live up to these ideals. We value hearing from you so if you have any questions or ideas, or if you need to provide notice to us, don’t hesitate to get in touch in the following ways:

We would like to remind you that:

  • We provide health and medical advice via our video and audio doctor consultations.
  • We provide information services via our digital healthcare tools, such as our triage and symptom checker.  The output from these does not constitute medical advice, diagnosis or treatment. You should always talk to a qualified medical professional about any questions you may have about a medical condition. If you think you have a medical emergency, you should call your doctor or the emergency services immediately.
  • Presentation of possible matches: our symptom checker may present a list of conditions to a user. These are listed in the order of how closely the conditions match the symptoms entered, based on symptom prevalence for conditions which are taken from publically available medical resources. The order in which conditions are listed does not in any way indicate the likelihood of the user having or not have a condition.
  • Some conditions are not suitable for remote advice and we recommend that you check our FAQs prior to use of the services which may help you in assessing their suitability in relation to your symptoms (see sections C and L).
  • We need certain information from you in order to provide services (see section D)
  • We can't take responsibility for laws outside the UK and governing access to our services. Some of our services are specifically designed for use in the UK and if you use them elsewhere you should check in your country or region that it is appropriate and lawful for you to do so (see sections F and I).
  • The App is not suitable for managing medical emergencies (see section C3).
  • The App is not suitable for unrestricted use by persons under 16 (see section G).

These terms include descriptions of each section, in bold text. These descriptions are to help you understand the terms but they are not part of the terms.

 

A) ABOUT US

About us and our services 

We provide clinical services via our video and audio consultations with our Practitioners (“Clinical Services”), and information services through our digital healthcare tools. Our Services include healthcare consultations, digital healthcare software services and information services.

Our Clinical Services are provided using qualified medical professionals (“Practitioners”) based in the UK.

 

B) GP AT HAND

Our NHS service is called GP at hand. The GP at hand partnership, whose registered address is 139 Lillie Road, London, SW6 7SX (“GP at hand Partnership”), provides primary care services, commissioned by NHS England, to patients registered with its NHS GP practice in accordance with its GMS contract.  The GP at hand Partnership offers the GP at hand Service, a digital-first service to its patients which is provided by Babylon under a sub-contract arrangement.

 

C) OUR SERVICES

What our services cover, and what you need to check yourself when you use our services

  • We provide our services using our App and the Websites, and communication methods such as email. Our services include:
    • remote video and voice consultations with our Practitioners;
    • the ability to enter questions and symptoms into our artificial intelligence symptom checker to receive healthcare and triage information;
    • the ability to ask questions of our healthcare professionals;
    • where appropriate through use of our Clinical Services, our doctors may prescribe medicines (see section I);
    • access to healthcare records we hold; and
    • access to other digital healthcare tools that provide health and lifestyle information.
  • Some medical conditions are not suitable for remote consultations via our Clinical Services, and you should always seek advice from a medical practitioner in person if you are unsure about whether you have been able to explain or communicate your medical needs through our Clinical Services, or if you have any concerns about the advice you receive from us or if it is different from other advice you have received. All services are currently only provided in English.
  • You should not use our services in an emergency, or if you have a condition that you know will require a physical examination.
  • Except for our Clinical Services where we provide medical advice, all our other services, such as our symptom checker and triage tool, provide healthcare information and not medical advice, diagnosis and/or treatment. They provide information to you based on information entered. They do not diagnose your own health condition or make treatment recommendations for you. Our information services are not a substitute for a doctor or other healthcare professional. You shouldn't take or stop taking any action (such as taking medicines) based on information from our information services. We make no warranties in relation to the output of our information services.
  • Our symptom checker will provide different types of information to you based on, amongst other things, the symptoms entered. One possible output of the symptom checker is the more detailed next steps someone experiencing the symptoms entered would usually take (“Triage”).  The other possible output is general medical information on the types of conditions that people who have experienced similar symptoms have had, which may include less detailed typical next steps. The Triage feature is registered with the MHRA as a class 1 medical device.
  • If you use the Private Service or information services, we strongly encourage you to discuss any information you receive from us with your GP or usual medical practitioner.
  • We provide our Clinical Services using reasonable skill and care from appropriately qualified, and experienced, staff and Practitioners. If you think that our services have not met this standard, please contact us as soon as possible. We will fix or re-perform, without charge, any services we agree do not meet this standard.
  • Practitioners are GPs registered with the General Medical Council, who have committed to provide services in accordance with clinical best practice and applicable professional standards.
  • Practitioners will not prescribe medicines unless it is, in their judgement, in their patient's best interests.

 

D) WHAT WE NEED FROM YOU IN ORDER TO PROVIDE SERVICES

We can’t provide our services without certain information and other things from you 

  • We can only provide the services in accordance with these terms if you provide us with the information we need in order to help you. You must be careful that:
    • any information you give to us or a Practitioner, or enter into the App is accurate and in English;
    • if you have any concerns about the information we provide you or any information in the App or the Websites, you seek further medical advice;
    • you follow any instructions you are given by Practitioners;
    • you follow any instructions regarding the use of any medicines or healthcare products we recommend or prescribe (including in respect of use-by dates);
    • you report any adverse or unexpected effects of treatments we recommend to us;
    • you keep any medicines we give you securely and do not allow others (especially children) to use them;
    • you tell us if any of our information about you is or becomes inaccurate or incomplete; and
    • you use our services only for yourself, unless you are helping a child further to section G.
  • We rely on an accurate record of your use of services in order to do this. Please do not therefore register more than once for our services.

 

E) TECHNICAL REQUIREMENTS FOR USING THE APP

The App includes software provided by people other than the Company, and uses certain data that you provide to it in order to work

  • The App operates only on iPhone version 4S or higher running iOS 10 or higher, or Android-enabled phones running Android v4.3 or higher. It requires a consistent 4G or faster data connection and does not operate reliably on 3G, GPRS or EDGE connections.
  • We recommend that if you are using a wireless network to access the App, you avoid use of public wi-fi facilities in favour of a personal wi-fi connection, and that the wireless network is secured with WPA-2 security. We recommend that the device from which you access the App is password protected, set to lock after a short period of inactivity, and protected with suitable anti-virus and anti-malware software.
  • From time to time, updates to the App may be made available to you. We recommend that you use the latest version of the App at all times, to take advantage of the latest enhancements. Depending on the update, you may not be able to use the Services until you have downloaded or streamed the latest version of the App and accepted any new terms.

 

F) REGULATION OF OUR SERVICES

Accessing our services outside the UK

  • Our services are available to adults, and to children in accordance with section G.
  • Our Clinical Services (video and/or audio appointments with our Practitioners) are regulated by the Care Quality Commission in the UK (whose website is www.cqc.org.uk).
  • If you are accessing our services from outside the UK, you should check whether it is lawful to access our services in the territory where you are. We provide our services in compliance with UK law and regulation, and cannot take responsibility for any differences between those rules and any different rules applying to healthcare services anywhere else.

 

G) CHILDREN AND OUR SERVICES

Adults can use our services on behalf of children, but children shouldn't use our services themselves

  • For the GP at hand Service, this section G relates to the digital service only. Those under 16 can register with the GP at hand Partnership in the usual way and obtain in-person consultations, for which the restrictions set out in this section G do not apply. 
  • Children under 16 may have an account opened for them by a parent or legal guardian, and if the parent or legal guardian supervises the child’s use of our services at all times.
  • Young people between 16 and 18 may use our services and open their own account with us, but for our Private Service only if entitled to by their Partner membership or if an adult has agreed to use of their credit or debit card for the payment of Charges.
  • We may suspend services or terminate user accounts if we reasonably suspect that they are being used in breach of the restrictions in this Section G.

 

H) PRODUCT SALES

We provide services which enable your purchase of products from third party sellers working with us 

  • You can purchase items through the App. GP at hand patients should bear in mind that not all features of the App will be funded by the NHS. Where this is the case, this is explicitly stated in the App. You should discuss any necessary tests with the GP which may be able to be offered through the NHS in the normal way.
  • The App enables your purchase of healthcare and other products (“Products”) sold by our third party product partners (“Suppliers”).
  • If you use the App to order a Product, our responsibility is to place that order on your behalf with its Supplier. Your contract for supply of a Product is with the Supplier, not with us and the Supplier is responsible for Product sourcing, quality and delivery.
  • As part of the Product order process, a Supplier will contact you with the terms and conditions applying to your Product order including your right to cancel.
  • Please contact us if you have any issues with your Product order. We will, acting on your behalf, raise these with the Supplier.
  • Product images on the App are illustrations and we do not enable the ordering of Products accurately reflecting their colours as shown on the App.
  • Where applicable, we will collect payment for your Product order when it is made, but will refund your payment if the Product ordered is not in stock or cannot be supplied. If a Supplier makes a refund of amounts paid by you to us, we will pass that refund to you.

 

I) MEDICINES

How medicines are prescribed to you

  • In the United Kingdom, services are provided by qualified doctors registered with the UK’s General Medical Council who are permitted to prescribe medicines without meeting the patient face to face.
  • The General Medical Council registration number of all Babylon doctors, past or present, can be supplied upon request. All doctors who have signed up to provide prescriptions through the Company’s systems have undertaken to comply with the General Medical Council Guidelines on remote prescribing, essential standards of quality and safety as enforced by the Care Quality Commission and copies of these can be found at http://www.gmc-uk.org and http://www.cqc.org.uk.
  • We do not provide prescriptions for controlled drugs (as defined by the misuse of drugs act 1971).
  • For the GP at hand Service: prescriptions provided will be NHS funded prescriptions.
  • For the Private Service: prescriptions provided will be private prescriptions unless otherwise stated during consultation by the GP. A private prescription will incur the cost of the medicine(s) prescribed. This price is set by the pharmacy and is independent of any charges set by Babylon. The patient is under no obligation to purchase their medicine from any particular pharmacy.
  • The App may enable you to request that we send your prescription to a pharmacy near to you for you to collect during normal opening hours, or request that one of our affiliates fulfil the prescription and deliver the prescribed articles to you.
  • If you choose to have your prescription sent to a pharmacy that is near to your location, we will make reasonable attempts to contact that pharmacy and have the prescription sent to the chosen pharmacy within an hour.
  • We will use reasonable efforts to deliver the prescription to your device or to a nearby pharmacy promptly but we are not connected with and have no control over or responsibility for any individual pharmacy, their policies in relation to acceptance or otherwise of prescriptions, opening hours, cost or availability of medicines prescribed.  There are a number of factors which may impact on which pharmacy is chosen and there can be no guarantee that a pharmacy to which the prescription is delivered (if that option is chosen) will be the nearest pharmacy.
  • If, within the App, you choose to order your prescription medication for delivery to you, it will be despatched by our partner dispensing chemist. The terms of delivery are:
    • we will use reasonable endeavours to procure the processing and despatch of your prescription within 4 business days where the medication is in stock;
    • the delivery time following despatch should typically not exceed 3 business days to the UK mainland but please note that in relation to delivery to remote locations, or internationally, that delivery time could be longer;
    • delivery fees are displayed within the App at the time of the order - please note that this does not include the cost of the medication;
    • delivery will be within the timescale selected in the app where possible;
    • medications are personal to the person for whom they are intended and therefore may not be returned and no refunds will be given for medications ordered once the order is placed;
    • set by our partner dispensing chemists, which includes price;
    • we or our partner dispensing chemist may refuse to fulfil an order where it considers the order not to be in the best interests of the person for whom it is intended or who has ordered it or may be illegal or contrary to any regulation or guideline;
    • if no one is available to take delivery of the order when delivery is first attempted, there may be a delay in delivery, and/or the recipient may have to follow the procedures of the relevant despatch company in order to collect the order, including picking it up from a depot.
  • Our partner dispensing chemists are not part of our organisation and, to the extent permitted by law, we disclaim responsibility for their acts and omissions. 

 

J) TESTING SERVICES 

We offer private testing services

  • GP at hand patients should discuss any necessary tests with their GP which may be able to be offered through the NHS in the normal way without charge.
  • The App can be used to order certain medical tests (“Tests”). These services are provided by a partner laboratory with which the Company has entered into arrangements for those services.
  • The partner laboratory is a separate entity from us and to the extent permitted by law we disclaim any liability for any acts or omissions of the partner laboratory.
  • By ordering any Tests, you agree to comply with any instructions provided in relation to the Tests including in relation to the booking and administration of Tests, receipt and provision of Test materials and samples (including delivery by post or attendance in person at Test facilities) and payment.
  • Subject to a range of factors including (without limitation) the nature of the relevant Test, your location and the availability of laboratories, the App may enable you to:
    • request the despatch, by post, of a Test to be administered (self-collected) by you and returned to the laboratory by post, with the results then analysed, sent to us and delivered to you through the App;
    • arrange an appointment to attend a Test centre for the Test to be undertaken, the results to be sent to us and delivered to you through the App; and
    • contact a Test centre, to enable you to arrange to undertake a Test independently and have the results sent to us to be delivered through the App.
  • You understand and acknowledge that prior to Test results being made available to you within the App, you may be requested to undertake and pay for an additional consultation with a Practitioner.
  • The prices will be displayed within the App and you agree to those at the time of ordering. Certain pathology services – for example, if you elect to contact a Test centre to undertake a Test independently - may incur charges in addition to those listed in the App and you acknowledge and agree that such additional fees as required may be payable.
  • If, within the App, you choose to order your Test for delivery to you and administration (self-collection) by you, it will be despatched by our partner laboratory. The terms of delivery shall be as follows:
    • we will use reasonable endeavours to procure the processing and despatch of your Test within 3 business days where the Test is in stock;
    • the delivery time following despatch should typically not exceed 3 business days but please note that in relation to delivery to remote locations that delivery time could be longer;
    • prices and delivery fees are displayed within the App at the time of the order;
    • delivery will be either by express delivery or refrigerated express delivery, depending on the Test;
    • Tests are personal to the person for whom they are intended and therefore may not be returned and no refunds will be given for Tests ordered once the order is placed;
    • orders may be subject to a minimum price as displayed in the App;
    • we or our partner laboratory may refuse to fulfil an order where we consider the order not to be in the best interests of the person for whom it is intended or who has ordered it or may be illegal or contrary to any regulation or guideline; and
    • if no one is available to take delivery of the order when delivery is first attempted, there may be a delay in delivery, and/or the recipient may have to follow the procedures of the relevant despatch company in order to collect the order, including picking it up from a depot.
  • Processing time for a returned Test will vary depending on the Test but we will use reasonable endeavours to procure that the laboratory analyses the Test and returns results within 14 business days.  Results will be delivered to you through the App and you explicitly consent to that by ordering through the App.
  • Tests to be administered at a drop in Test centre will be subject to the terms and conditions of that centre and the opening hours of that centre.
  • If you elect to arrange an appointment to attend a Test centre for the Test to be undertaken, or to contact a Test centre to enable you to arrange to undertake a Test independently, then we shall use reasonable efforts to assist you but cannot guarantee the availability of the services from the Test centre and is not liable for the acts or omissions of the Test centre.
  • The Company will use reasonable efforts to process any orders for Test services within 2 business days and the time limits set out above start running from the end of that processing period.
  • It may not be appropriate for some Tests to be self-administered, in which case they may not be available for delivery and must be conducted by a registered medical practitioner or nurse.
  • You cannot order Tests anywhere outside the United Kingdom. 
K) MONITORING SERVICES

What our Monitoring service does, what you can rely on it to provide, and when you shouldn't use it

  • The App is able to display data resulting from clinical investigation, other clinical data and other fitness and wellness related data regarding you for monitoring (“Monitoring”).
  • Monitoring services are not a medical device nor should they be used for diagnosis or treatment of any condition. It is intended as an information aid only.
  • Data may be input into the App for Monitoring:
    • manually by you;
    • through third party devices or data streams which connect with the App; and
    • via data received from or inputted via other parts of the App, for example as a result of undertaking a Test, prescription or a consultation.
  • Monitoring enables the display of data only, is limited to the receipt of data from the above sources, does not provide diagnostic or other advice or recommendations, and does not provide a complete or up to date record of your health at any given time.
  • It is your responsibility to update the data stored for Monitoring and to ensure that it is current and up to date. We do not update or monitor the data in your account nor accept responsibility for ensuring that all activity through the App is logged for Monitoring.
  • Monitoring may make use of data feeds from third party providers which you provide access to. You acknowledge and agree that available data feeds may vary from time to time, that we make no guarantee that any particular data feed will be available or available at a particular time, and that data feeds may require your authorisation in order to be accessible to you via the App.
  • Monitoring may display certain information relating to you derived from data stored for you (for example, body mass index) and recognised guidelines. You should note however that any such display or information provided is based on generic data and assumptions, and is not designed to be and may not be used for personalised advice. It should therefore be treated as a general guide and is not a substitute for personal medical advice or diagnosis. It will in addition be based on a number of assumptions that may or may not be accurate or applicable to you. No responsibility is taken for any action or omission that you may take based on in connection with or in reliance upon any information shown in Monitoring.

 

L) OTHER LIMITS ON OUR SERVICE

Other limitations and restrictions on the use of services

  • We do not guarantee the availability of any particular Practitioner at any particular time. We will do what we can to arrange a consultation with a Practitioner as soon as possible, but do not guarantee to offer consultations within a particular time. Consultations generally are limited to 10 minute durations (with general practitioners and nurses and, if you use the Private Service, 20 minutes with specialist clinicians).
  • Other than for our Clinical Services, if you choose to submit details about your symptoms in the App, the information returned is on the basis of general healthcare information and not as personalised health advice for you. Where the information returned indicates that the symptoms entered suggest further medical advice is necessary, you acknowledge that you are responsible for seeking such advice from your GP or other medical professional.
  • Practitioners may hold different clinical opinions on the same medical condition or symptoms and, provided these opinions are reasonably held, the fact that two or more Practitioners give different opinions in the course of service provision does not necessarily indicate that our services are defective.
  • We do not tolerate abuse or offensive behaviour towards Practitioners.
  • Our services are designed to be accessed remotely by any of our customers, and are not designed for non-English speakers.
  • We may need to ask you for certain personal information in order to provide our services. If you do not provide this information when requested, we may be unable to provide our services.
  • The App has not been developed to meet your individual requirements. It is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.
  • While certain information controlled, generated by, displayed within or stored in the App may be helpful in providing warning of certain medical or health conditions or circumstances, the App is not designed as, nor may you use it as, a device to detect, diagnose, treat or monitor any medical or health condition or to establish the existence or absence of any medical or health condition.
  • We may suspend your access to services or terminate your account with us if your use of services breaches any of these terms. 

 

M) ACCESSING OUR SERVICES

How to access our services, and limitations and other terms concerning access 

  • Our services are accessed remotely using the internet, data networks and devices which can access the internet (“Infrastructure”) and operate the App and our Websites. We make the App and our Websites available for access using Infrastructure, but are not responsible for Infrastructure ourselves. If you wish to use the services, you should ensure you have an internet-enabled device and a sufficient internet connection available.
  • Technical or security threats or issues affecting the Infrastructure may require us to suspend our services in order to ensure they are secure and/or operating optimally. We will minimise these suspensions, but are not responsible to refund charges or compensate you if they occur, unless they exceed 30 days in aggregate in any 12 month period, in which event you may cancel your agreement with us.
  • When you use the App or send e-mails to us, you are communicating with us electronically. We will communicate with you by e-mail or by posting notices, alerts, prompts, information fields or other information through the App as is necessary to deliver the services to you.
  • We operate anti-virus and malicious software prevention measures on the Websites and our App, but we cannot guarantee that our services will always be virus-free. You should ensure that your devices used to access services are protected against viruses and malicious software. You must not use or expose the App or the Websites to virus or malicious software contamination.
  • You must not attempt to gain unauthorised access to the services, App or Websites. Installation of the App on a device that has had its operating system compromised by the process of Jailbreaking (Apple iOS) or Rooting (Android) is not permitted and may result in the security of your personal data being compromised.

 

N) CHANGES TO THESE TERMS

What happens if we change these terms

We may need to change these terms sometimes, for example, when the rules regulating our services change, in order to ensure that our services are secure and your information is safe, or when we update or modify our services or our Charges. If we make a change to these terms that affects your rights or obligations, we will notify you.

 

O) HOW WE MAY USE YOUR PERSONAL INFORMATION

How we use your information

We use your personal information in accordance with our Privacy Policy. Please take the time to read it as it includes important details about how we secure and process your data.

 

P) CONSULTATION RECORDINGS

We record consultations and this explains why

  • We record your consultations with us. Details of how we protect and use such recordings are set out in our Privacy Policy.
  • You may view consultation recordings from within the App, for so long as we retain a copy of the same on our secure servers, for your own private purposes (and may show them to any other medical practitioner who is supporting your care).
  • Consultation recordings should not be published on social media or any other media sharing platforms. 

 

Q) LIMITATIONS ON SERVICE PROVISION

Sometimes, you will not be able to receive services – this section explains why 

  • We may not be able to provide our services if they are affected by events outside our control. We are not responsible to you if this happens, but if it does, we will notify you as soon as we can and take the steps that we reasonably can to minimise the interruption to our services.
  • If there is the risk of a delay of more than 2 weeks to service performance, you may cancel your agreement with us (and we may do the same). 

 

R) PRICE AND PAYMENT

How we calculate the price you pay us for our services and how you pay us

  • For the GP at hand Service:
    • if you meet the NHS eligibility criteria, then the GP at hand Service will be provided at no charge to you so long as you remain registered with the GP at hand Partnership.
    • not all features of the App will be funded by the NHS. Where this is the case, this is explicitly stated in the App.
    • you should discuss any necessary tests with the GP which may be able to be offered through the NHS in the normal way.
  • For our Private Service:
    • the price of our services will be set out in the App or on the website at the time of our commitment to provide services. Our prices may change at any time, but price changes will not affect any services that you have already ordered.
    • you are responsible for paying the price for our services (“Charges”). Charges exclude VAT, where applicable, unless otherwise stated.
    • we will usually charge or invoice you for services at the time you order them. Any amounts charged or invoiced are due and payable upon our invoice being issued unless otherwise specified in these terms or the App.
    • you can pay for services using a credit or debit card.
    • subscriptions available within the App are monthly or annual subscriptions (“Subscriptions”), payable up-front in advance. For your convenience, the per-month price may be displayed.
    • subscriptions will automatically renew and we will take payment at the end of each monthly or annual subscription period (as applicable), unless you cancel the Subscription prior to the end of the relevant subscription period. We may suspend our provision of services if you do not pay any of our Charges on time.

 

S) OUR LIABILITY TO YOU

Because these terms are part of a binding legal agreement, we must compensate you for loss you suffer if our service doesn't comply with these terms. However, we don't compensate you for all losses. This section is important as it explains those things.

  • If we break any of these terms and you suffer loss or damage, we are responsible for compensating you for that loss or damage if it was a foreseeable result of our breaking of these terms.
  • We are not responsible for compensating you for loss or damage that is not a foreseeable result of breaking these terms. Nor will we be liable for indirect, incidental, special or consequential damages. 
  • Other than our Clinical Services, our software and services are provided on an ‘as is’ basis without a warranty of any kind being provided by us.
  • We are responsible for compensating you for personal injury or death caused by our negligence or that of our Practitioners or employees, and for defective products where we are legally responsible for their supply. Subject to doing this, and subject to applicable law, we will not be liable to you for an amount greater than the fees paid to us by you.
  • If we provide digital content that is defective and damages a device or other digital content belonging to you, and we have not used our reasonable skill and care, we will compensate you or repair the device or content (at our election).
  • We will not be liable for any loss or damage resulting from defective digital content where you have failed to follow our usage instructions or advice in these terms.
  • We supply the services for private personal use and we are not responsible for any losses you suffer arising out of the use of the services which are business losses.
  • We design our services, the App and the Websites to keep your personal health data secure and it is important that you follow the usage instructions and advice in these terms in order to keep your data safe. We are not liable for loss or unauthorised access to your data where it results from you not following these instructions and advice. 

 

T) OUR BRAND AND CREATIVE MATERIAL

The basis on which you use our App, Websites and services 

  • We own copyright and other intellectual property rights in the App, Websites, our services and their content (“Babylon IPR”).
  • You are permitted to use Babylon IPR in order to receive our services, store it on your device and print copies of it for your personal use. You may communicate material containing Babylon IPR to your GP or another medical practitioner. You are not permitted to copy, distribute or make any business use of Babylon IPR. You must not remove or obscure any notices regarding Babylon IPR.
  • The GP at hand and/or Babylon mark, logo, combined mark and logo and other marks indicated in our App are our trademarks of the Company or its affiliates in the United Kingdom and other countries. Other graphics, logos, page headers, button icons, scripts, and service names are trademarks of other businesses or our affiliates or Partners.

 

U) LICENCE AND APP USE 

You are allowed to use the App but not copy it or distribute it 

  • We grant you a limited licence to access and make personal use of the App and not to modify it, or any portion of it, except with our express written consent of the Company. This licence does not include any resale or commercial use of the App or its contents; any derivative use of the App or its contents; or any use of data mining, robots, or similar data gathering and extraction tools.
  • The App or any portion of the App may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent. Any unauthorised use terminates the permission or licence granted by the Company.
  • You may not use any logo or other proprietary graphic or trademark of ours, our Partners or affiliates without our express written permission.
  • The App or any Service may contain links to other independent third party websites (“Third party Sites”). Third party Sites are not under our control, and we are not responsible for and do not endorse their content. You will need to make your own independent judgement regarding your interaction with any Third party Sites, including the purchase and use of any products or services accessible through them.
  • If any open-source software is included in the App, the terms of an open-source licence may override some of the terms set out in this section.

 

V) CANCELLATION
  • You may de-register from GP at hand and sign up with a new NHS GP at any time in the usual way. The below relates to our Private Service only.
  • For our Private Service, generally, there is no minimum Subscription period and you can cancel your Subscription with us at any time without additional charge. In such case, your cancellation will take effect at the end of the four-week period you have paid for and no further payment will be taken. There are different rules that apply within the first three months of subscribing and these are set out in paragraphs 3 and 4 below.
  • You may cancel your agreement with us and your Subscription within 14 days of the day on which your Subscription begins (“Cancellation Period”). We will refund your Subscription fee to you within 14 days from the day on which we receive your cancellation notice provided that, if you use the App to receive Clinical Services within the Cancellation Period and you subsequently choose to cancel the Subscription services within the Cancellation Period, we may reduce the amount of any refund (or take payment from you) to recover the cost of any appointments booked with Practitioners via our Clinical Services. These will be priced according to the pay as you go rates published on our website rather than the Subscription fee pro rata to the period of your Subscription period, to reflect reasonable use. We may also charge you for any products you have purchased from us within the Cancellation Period.
  • If you cancel your Subscription outside of the Cancellation Period but within the first three months of subscribing, and you have used Clinical Services within that period, then we may charge you for a minimum 3 months subscription period (including your first month subscription charge). You can continue to make use of your Subscription for the period for which you are charged.
  • You may end your agreement with us:
    • if the services are unavailable for reasons outside our control as set out in section Q or for technical reasons as set out in sections E and M;
    • if you do not like a change we propose to make to these terms under section N; or
    • if we have failed to fix or re-perform services not provided to the standards set out in section C.
  • If you end your agreement with us under paragraph 5 of this section and you have a Subscription, we will refund the proportion of the Charges you have already paid reflecting the remaining complete months of the Subscription period at the time of your notice.
  • If you want to cancel your agreement under this section, you must give us notice by calling us on 0330 223 1008 or email us at support@babylonhealth.com.

We may end our agreement with you, subject to applicable regulation:

  • if the services are unavailable for reasons outside our control as set out in section Q;
  • if you do not comply with the conditions on use of services set out in sections G and L;
  • if you break any other term of this agreement and do not make good that break within 7 days of when we ask you; or
  • for the Private Service, if you do not pay us any Charges on time.

 

W) COMPLAINTS AND DISPUTES 

What happens if you have a complaint about our services or disagree with us about anything to do with these terms

  • You can always give us feedback on our services by calling or emailing us via the details provided in the ‘About’ section above.
  • If you have a complaint about our services, we would like to resolve it as soon as possible. Please tell us about your complaint as soon as you can so that we can do this.
  • If you wish to make a formal complaint about our services, you should do so as soon as possible by calling or emailing us via the details provided in the ‘About’ section above. We may ask you for certain details about you and your complaint in order to address it. Please provide these as soon as you can so that we can resolve your complaint quickly.         
  • Our Practitioners are registered healthcare professionals, and we will handle your complaint in an appropriate way, as  required to do so by the professional rules that apply to our Practitioners and to our services, and following our complaints procedure.
  • We will tell you the outcome of our investigation into your complaint and give you the chance to discuss it with us. If we have done something wrong, we will apologise to you.
  • If any disagreement between you and us arises in connection with these terms, we will attempt to resolve it by discussing it with you.
  • If we have not resolved a disagreement about these terms, or a complaint about our services, either of us can refer the dispute to mediation in accordance with the Centre for Effective Dispute Resolution's independent mediation scheme for patients (see https://www.cedr.com/consumer-disputes/healthcare/mediation/introduction).
  • You may also submit a disagreement with us for online resolution to the European Online Dispute Resolution platform at https://webgate.ec.europa.eu/odr (or search "odr Europe").
  • These terms are governed by English law and the English courts shall have exclusive jurisdiction to hear any claim arising out of or in connection with these terms or the use of our products and services.

 

X) OTHER IMPORTANT TERMS

Other provisions explaining how we may exercise our rights under these terms

  • If there is any proposed transfer of our rights and obligations under these terms, we will always notify you in writing and this will not affect your rights under these terms.
  • As our services are personalised, you may only transfer your rights or your obligations under these terms to another person if we agree.
  • The agreement for our services is between you and us, and no-one else. Only you can enforce that agreement (although a parent or guardian may enforce their agreement on behalf of a person under 18 whose use of our services is allowed under section G).