Terms of Service

IMPORTANT NOTICE AND ACCEPTANCE

THESE TERMS OF SERVICE ("TERMS") CONSTITUTE A LEGALLY BINDING AGREEMENT BETWEEN YOU AND The Wellness LIMITED ("THE WELLNESS," "COMPANY," "WE," "US," OR "OUR"). BY ACCESSING, USING, BOOKING, OR OTHERWISE ENGAGING WITH ANY OF OUR SERVICES IN ANY MANNER, YOU EXPRESSLY ACKNOWLEDGE AND AGREE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS IN THEIR ENTIRETY.

THESE TERMS CONTAIN PROVISIONS THAT LIMIT OUR LIABILITY TO YOU AND REQUIRE YOU TO RESOLVE DISPUTES WITH US THROUGH BINDING ARBITRATION ON AN INDIVIDUAL BASIS.

The Wellness AI Doctor Service

AI Doctor Specific Terms

1. Medical Disclaimer for AI Services

The Wellness AI Doctor is not a registered medical provider and does not practise medicine. The AI is frequently incorrect and should never be relied upon as your sole source of medical advice. Always seek the guidance of a GP or other qualified healthcare professional.

2. Emergency Situations

3. Restrictions on AI Doctor Use

You may not use the AI Doctor Services for:

• Medical emergencies or urgent medical situations
• Any thoughts or intentions of self-harm or harming others
• Acute symptoms suggesting a life-threatening condition (e.g., chest pain, difficulty breathing, suspected stroke)
• Pregnancy-related emergencies, labour, delivery questions, or complications
• Paediatric emergencies or serious paediatric health concerns
• Managing specialist conditions requiring direct oversight, including:
  • Cancer and oncology
  • Heart disease and serious cardiovascular conditions
  • Neurological disorders
  • Autoimmune diseases
  • Rare diseases or genetic disorders
  • Complex chronic conditions requiring specialist care

4. Requirement to Have a GP

You must have a registered General Practitioner (GP) to use our AI Doctor service. You agree to review all information from the AI Doctor Services with your GP promptly and to not rely solely on the AI Doctor for medical decisions.

5. Data Usage and Privacy for AI Services

Regarding your interactions with the AI Doctor:

• We do not train our AI models on your personal conversations
• Conversations may be stored to improve service quality and for clinical governance
• Unless you create a user account, we don't know who you are
• You can request deletion of your data at any time by emailing support@thewellnesslondon.com
• We comply with UK GDPR and the Data Protection Act 2018

6. Telehealth Services Through AI Doctor

If the AI Doctor recommends a private GP consultation:

• These are separate paid services subject to additional terms
• Consultations are with UK-registered healthcare professionals
• Refunds are available if you're not satisfied (except where paid via insurance)
• Standard telehealth regulations and limitations apply

7. Age Restrictions

The AI Doctor service is intended for users 18 years and older. Parents or guardians must consult a qualified paediatrician for any health concerns related to children.

8. Limitation of Liability for AI Services

To the maximum extent permitted under UK law, The Wellness shall not be liable for any direct, indirect, incidental, special, or consequential damages resulting from the use or inability to use the AI Doctor service. Our total liability related to the AI Doctor service will not exceed £200 or the total amount paid by you to us in the 6 months preceding the event giving rise to the claim, whichever is greater.

9. Modifications to AI Doctor Service

We reserve the right to modify, suspend, or discontinue the AI Doctor service at any time without notice. We may also update these AI Doctor specific terms from time to time, and your continued use of the service constitutes acceptance of any changes.

1. Definitions and Interpretation

Throughout these Terms of Service, certain words and phrases carry specific meanings that are fundamental to understanding your relationship with The Wellness Limited. When we use the term "Services," we are referring to the comprehensive suite of health and wellness offerings we provide, encompassing every aspect of your interaction with our company. This includes not only the medical treatments and procedures performed at our facilities, but also our digital platforms such as our website and mobile applications, our booking and appointment management systems, all forms of consultation whether in-person or remote, the educational content and health information we provide, and any products, devices, or supplements we may recommend or prescribe as part of your treatment plan.

The terms "User," "you," or "your" throughout these Terms refer to any individual who accesses, browses, books appointments through, or otherwise engages with any aspect of our Services. This designation applies whether you are a prospective patient researching our offerings, an existing patient receiving treatment, or someone acting on behalf of another individual with proper authorization. When we reference "Healthcare Providers," we are specifically referring to the licensed medical professionals who deliver care through The Wellness, including our employed and contracted physicians, nurses, nurse practitioners, physician assistants, and other qualified healthcare professionals who have been credentialed to provide services under our standards of care.

The terms "we," "us," "our," or "The Wellness" refer to The Wellness Limited, a company registered in England and Wales, including our directors, officers, employees, agents, and authorized representatives. Where these Terms reference "written" communication or consent, this includes electronic communications such as email, text messages, and digital signatures where legally permissible. Any reference to "days" means calendar days unless specifically stated as business days, and times are in Greenwich Mean Time (GMT) or British Summer Time (BST) as applicable unless otherwise specified.

2. Scope of Services

The Wellness Limited operates as a premier health and wellness clinic dedicated to providing cutting-edge medical treatments and personalized healthcare solutions. Our comprehensive approach to health and wellness combines traditional medical expertise with innovative therapeutic modalities to address both immediate health concerns and long-term wellness goals. We maintain state-of-the-art facilities staffed by highly qualified medical professionals who are committed to delivering exceptional patient care in a comfortable, discreet, and professional environment.

Our core service offerings encompass several specialized areas of healthcare. In the field of regenerative medicine, we provide advanced platelet-rich plasma (PRP) therapies, which harness the body's natural healing capabilities to address various concerns including hair restoration for both male and female pattern baldness, facial rejuvenation to improve skin texture and reduce signs of aging, and joint health treatments for conditions such as osteoarthritis and sports injuries. Our private general practitioner services offer comprehensive medical consultations that go beyond typical NHS appointments, providing extended consultation times, same-day appointments, and continuity of care with dedicated physicians who take the time to understand your complete health picture.

Our diagnostic services utilize advanced blood testing and hormone profiling technologies to provide detailed insights into your health status. These comprehensive assessments include full blood count analyses, metabolic panels, hormone level evaluations, vitamin and mineral status assessments, and specialized markers for various health conditions. Our IV therapy and vitamin infusion services are customized to address specific health needs, whether for immune system support, energy enhancement, hydration, or recovery from illness or athletic performance. Each infusion protocol is developed based on individual assessment and delivered under medical supervision to ensure safety and efficacy.

In addition to these primary services, we offer medical weight management programs that combine pharmaceutical interventions with lifestyle modification support, nutritional counseling, and ongoing medical monitoring. Where clinically appropriate and following thorough medical evaluation, we may prescribe medications to support your health goals, always ensuring that such prescriptions align with best medical practices and regulatory requirements. We continuously evaluate and expand our service offerings to incorporate evidence-based treatments that meet the evolving health needs of our patients.

We expressly reserve the right to modify, expand, limit, suspend, or discontinue any aspect of our Services at any time, with or without notice, as may be necessary for various reasons including but not limited to changes in medical regulations, availability of Healthcare Providers, technological updates, or business requirements. Such changes may include alterations to service availability, pricing structures, treatment protocols, or operational procedures. While we strive to provide advance notice of significant changes where possible, you acknowledge that some modifications may be implemented immediately and that we shall have no liability to you or any third party for any modification, suspension, or discontinuance of any Service.

3. Medical Disclaimers and Acknowledgments

YOU EXPRESSLY UNDERSTAND AND ACKNOWLEDGE THAT THE PRACTICE OF MEDICINE AND THE PROVISION OF HEALTHCARE SERVICES INVOLVE INHERENT UNCERTAINTIES AND RISKS THAT CANNOT BE ELIMINATED REGARDLESS OF THE CARE TAKEN. Medicine is both an art and a science, and despite tremendous advances in medical knowledge and technology, it remains an imperfect discipline subject to the complexities and variabilities of human biology. No medical professional, regardless of their skill, experience, or the sophistication of available technology, can guarantee specific outcomes or results from any treatment, procedure, or intervention. By engaging with our Services, you acknowledge that you have been informed of and understand these fundamental limitations.

The effectiveness of any treatment or service we provide is influenced by a multitude of factors, many of which are beyond our control or prediction. These factors include but are not limited to your unique genetic makeup, pre-existing medical conditions both known and unknown, your body's individual response to treatments, your adherence to prescribed treatment protocols and aftercare instructions, your lifestyle choices including diet, exercise, stress levels, and substance use, environmental factors, drug interactions, and the natural progression of underlying conditions. What works exceptionally well for one patient may have limited effectiveness or different results for another, even when presenting with seemingly identical conditions.

We make no representations, warranties, or guarantees, whether express or implied, regarding the success, effectiveness, or outcome of any Service we provide. Any discussion of potential benefits, expected results, or treatment outcomes during consultations or in our materials represents general information based on medical literature and clinical experience, not promises or guarantees specific to your individual case. Testimonials, before-and-after images, or case studies that may be shared represent individual experiences and are not indicative of the results that you should expect. We expressly disclaim any warranty that our Services will produce any particular result or meet your specific expectations.

IT IS CRITICALLY IMPORTANT THAT YOU UNDERSTAND OUR SERVICES ARE NOT EQUIPPED, DESIGNED, OR INTENDED FOR MEDICAL EMERGENCIES OF ANY KIND. The Wellness is an outpatient facility providing scheduled, non-emergency medical services. We do not have emergency department facilities, trauma teams, or the comprehensive emergency equipment found in hospital settings. In the event of any medical emergency, including but not limited to chest pain, difficulty breathing, severe bleeding, loss of consciousness, stroke symptoms, severe allergic reactions, or any condition you believe may be life-threatening, you must IMMEDIATELY call 999 or proceed directly to the nearest hospital emergency department. Any delay in seeking appropriate emergency care while attempting to contact or visit our facility could result in serious harm or death, for which we cannot and will not accept any responsibility.

Furthermore, you acknowledge that our Healthcare Providers may refuse to provide certain treatments or services if, in their professional judgment, such treatments are not medically appropriate, may pose undue risk, or fall outside their scope of practice. Medical decision-making involves complex risk-benefit analyses that must be individualized to each patient's circumstances. Our Healthcare Providers maintain the absolute right to exercise their professional judgment in determining the appropriateness of any requested service, and such decisions are final and not subject to appeal through our organization.

4. Eligibility and Access Requirements

Access to and use of The Wellness's Services is subject to strict eligibility requirements designed to ensure patient safety, legal compliance, and appropriate medical care delivery. By accessing our website, booking appointments, or engaging with any of our Services in any manner, you make several important representations and warranties to us. First and foremost, you represent that you are at least 18 years of age or, if under 18, that you have obtained valid, written consent from a parent or legal guardian who has the authority to consent to medical treatment on your behalf. You further represent that you possess the full legal capacity to enter into binding agreements, meaning you are not subject to any legal disability, guardianship, or other circumstances that would invalidate your consent to these Terms or to medical treatment.

The provision of safe and effective medical care depends fundamentally on the accuracy and completeness of the information you provide to us. You therefore agree and warrant that all information you provide during any interaction with our Services—whether during initial registration, appointment booking, medical history intake, consultation, or any other communication—will be true, accurate, current, and complete. This includes but is not limited to your personal identification information, contact details, medical history, current medications, allergies, previous treatments, lifestyle factors, and insurance information. You have an ongoing obligation to promptly update any information that changes or becomes inaccurate.

You acknowledge and understand that providing false, misleading, or incomplete information can have serious consequences. Medical decisions are made based on the information you provide, and inaccuracies can lead to inappropriate treatment recommendations, dangerous drug interactions, missed diagnoses, or other adverse health outcomes. Beyond the medical risks, providing false information may constitute fraud, resulting in immediate termination of services, referral to appropriate authorities, and potential civil or criminal liability. This is particularly important when seeking prescription medications or controlled substances, where providing false information may violate criminal laws.

If you are accessing our Services on behalf of another person, such as booking appointments for a family member or dependent, you represent and warrant that you have full legal authority to act on their behalf and to consent to these Terms for them. You agree to ensure that they are aware of and comply with these Terms. You further agree to be fully responsible for their compliance with these Terms and for any breach thereof. Parents or legal guardians accessing Services for minor children must be prepared to provide proof of guardianship and to be present during any medical consultations or treatments unless other arrangements have been specifically approved by our Healthcare Providers.

We reserve the right to verify your eligibility and the accuracy of information provided at any time. This may include requesting additional documentation, conducting identity verification procedures, or contacting previous healthcare providers with your consent. Failure to cooperate with such verification procedures or the discovery of false or misleading information will result in immediate termination of access to our Services. We further reserve the right to refuse service to any individual who we reasonably believe does not meet our eligibility requirements or whose use of our Services would pose a risk to themselves, our staff, other patients, or our organization.

5. Informed Consent and Medical Authorization

The principle of informed consent is fundamental to ethical medical practice and central to your relationship with The Wellness. By seeking and receiving any treatment or service from us, you acknowledge and confirm that you understand the importance of being fully informed about your medical care and that you actively participate in decisions regarding your treatment. You acknowledge that our Healthcare Providers have provided or will provide you with comprehensive information regarding the nature and purpose of proposed treatments, the expected benefits and probability of success, the material risks and potential complications, alternative treatments that may be available including the option of no treatment, and the likely consequences of declining recommended treatments.

Your consent to treatment encompasses several important authorizations. You consent to examination and evaluation by our Healthcare Providers, which may include physical examinations, review of medical history, diagnostic testing, and other assessment procedures necessary to evaluate your condition and develop appropriate treatment recommendations. You authorize our Healthcare Providers to perform or administer the treatments, procedures, and services that they deem medically advisable based on their professional judgment and your individual circumstances. This authorization extends to modifications of treatment plans as your condition or circumstances change, always with appropriate communication and consent for significant changes.

You understand and acknowledge that medical treatment often involves a degree of uncertainty and that unforeseen circumstances may arise during treatment that require immediate medical decisions. In such circumstances, you authorize our Healthcare Providers to take such actions as they deem necessary in their professional judgment to protect your health and safety. This may include administering emergency medications, modifying treatment protocols, or arranging for emergency medical services if your condition warrants. You understand that in true emergency situations, it may not be possible to obtain your specific consent before taking necessary action.

Importantly, you acknowledge that our Healthcare Providers maintain complete professional autonomy and will exercise independent medical judgment in all matters relating to your care. They have the absolute right to refuse to provide any treatment or service that they believe, in their professional judgment, to be medically inappropriate, contraindicated, outside their scope of practice, unethical, or likely to cause more harm than benefit. Such decisions may be based on medical factors, your medical history, potential drug interactions, or other clinical considerations. You understand that disagreement with a Healthcare Provider's clinical decisions does not entitle you to demand specific treatments, and our Healthcare Providers are under no obligation to provide treatments they deem inappropriate, regardless of your preferences or requests.

For certain treatments, particularly those involving higher risks, innovative therapies, or off-label use of medications, additional specific consent procedures may be required. You agree to participate in these enhanced consent processes, which may include detailed written consent forms, mandatory waiting periods, additional consultations, or other safeguards designed to ensure truly informed decision-making. You have the right to ask questions, seek clarification, and take time to consider your options before consenting to any treatment. You also maintain the right to withdraw consent for future treatments at any time, though this does not affect the validity of consent previously given for completed treatments.

6. Appointment Policies and Cancellations

The efficient operation of our clinic and the ability to provide timely care to all patients depends on adherence to our appointment policies. All appointments with The Wellness must be scheduled in advance through our approved booking channels, which may include our website booking system, telephone booking with our reception team, or in-person scheduling at our clinic. Walk-in appointments are not available due to the specialized nature of our services and the need to properly prepare for each patient consultation. We strive to offer appointment times that accommodate your schedule while ensuring adequate time for thorough consultations and treatments.

To secure your appointment and demonstrate your commitment to attending, we may require deposits or advance payment at the time of booking. Deposit amounts vary depending on the type and duration of the service booked, with more complex or lengthy procedures typically requiring larger deposits. These deposits are applied toward the total cost of your service when you attend your appointment. For certain high-value treatments or when booking multiple services, we may require payment in full at the time of booking. All deposit and prepayment requirements will be clearly communicated during the booking process.

We understand that circumstances may require you to change or cancel appointments. However, late cancellations and no-shows prevent us from offering that time to other patients who may be waiting for care. Therefore, we maintain a strict cancellation policy requiring a minimum of 48 hours (two full business days) notice for all appointment cancellations or rescheduling requests. This notice period allows us to offer the appointment slot to other patients and adjust our staffing and preparation accordingly. Cancellations must be made through official channels—either by calling our reception during business hours or through our online booking system if such functionality is available.

Failure to provide the required 48-hour notice for cancellation or rescheduling will result in forfeiture of any deposits paid and may incur additional cancellation fees up to the full cost of the scheduled service. For appointments cancelled with less than 24 hours notice or in cases of no-show (failing to attend without any prior notice), you will be charged the full service fee. These charges reflect not only the lost revenue from the unused appointment slot but also the costs associated with staff time, preparation, and the opportunity cost of being unable to serve other patients. Repeated late cancellations or no-shows may result in requirements for larger deposits for future bookings or potentially termination of your ability to book appointments with us.

We recognize that genuine emergencies and unexpected circumstances can arise. In such cases, we encourage you to contact us as soon as possible to explain your situation. While our cancellation policy applies uniformly for fairness to all patients, we will document legitimate emergency circumstances in your file. Please note that work commitments, traffic delays, and minor illnesses are not generally considered emergencies for the purpose of waiving cancellation fees. If you are running late for an appointment, please contact us immediately. Depending on the delay and our schedule, we may be able to accommodate you with a shortened appointment or reschedule you to another time, though late arrival may still result in fees or forfeiture of prepaid services.

7. Payment Terms and Financial Policies

Clear financial arrangements are essential to maintaining the high standard of care we provide and ensuring smooth operation of our Services. Our fundamental payment policy requires that payment for all Services be made in full at the time of service delivery, unless alternative payment arrangements have been explicitly approved in writing by our management team prior to treatment. This pay-at-time-of-service policy applies to all consultations, treatments, procedures, and product purchases. We accept multiple forms of payment for your convenience, including cash, major credit cards (Visa, Mastercard, American Express), debit cards, and bank transfers. For bank transfers, funds must be confirmed as received before services can be rendered.

You acknowledge and agree that you are personally responsible for all charges incurred for Services provided to you, regardless of any insurance coverage you may have. The Wellness operates primarily on a private-pay basis, and while we may provide documentation suitable for insurance reimbursement claims, we do not directly bill insurance companies nor do we guarantee that any service will be covered by your insurance plan. Any reimbursement you may receive from insurance or other third-party payers does not affect your obligation to pay us in full at the time of service. If you intend to seek insurance reimbursement, it is your responsibility to understand your coverage, obtain any necessary pre-authorizations, and submit claims to your insurer.

We offer various package deals and prepaid service bundles designed to provide value for patients requiring multiple treatments or ongoing care. These packages often include pricing advantages compared to individual service purchases. However, all package deals and prepaid services are strictly non-refundable once purchased and non-transferable to other individuals. Packages typically have expiration dates after which unused services are forfeited without refund. The specific terms of each package, including included services, expiration periods, and any restrictions on use, will be clearly detailed at the time of purchase. By purchasing a package, you accept these terms and acknowledge that changes in your personal circumstances, medical condition, or satisfaction with services do not entitle you to a refund.

In cases where treatment plans extend over multiple visits or involve significant costs, we may offer payment plan options at our sole discretion. Any payment plan must be documented in a written agreement signed by both parties, detailing the payment schedule, any applicable interest or fees, and consequences of default. Failure to make payments according to an agreed payment plan constitutes a material breach of these Terms and may result in acceleration of the full balance due, termination of services, referral to collection agencies, and reporting to credit bureaus. We reserve the right to charge interest on overdue accounts at the maximum rate permitted by law and to recover all costs associated with collection efforts, including reasonable attorney fees.

Pricing for our Services is subject to change without notice, though we endeavor to honor quoted prices for services booked within 30 days of the quote. Price lists available on our website or in our clinic represent current pricing but do not constitute a guarantee of future pricing. Complex treatments requiring multiple components may be subject to price adjustments if the scope of treatment changes based on clinical findings or your changing needs. All prices quoted are exclusive of VAT unless explicitly stated otherwise. You agree to pay all applicable taxes associated with the Services you receive.

8. Refund and Return Policies

The nature of medical and wellness services differs fundamentally from retail transactions, and our refund policy reflects the unique characteristics of healthcare delivery. Once any Service has been rendered, treatment has been initiated, or consultation has begun, the time, expertise, and resources of our Healthcare Providers have been committed and cannot be recovered or resold to another patient. Therefore, we maintain a strict no-refund policy for all services once they have been provided, regardless of your satisfaction with the outcome, change in personal circumstances, or decision not to proceed with recommended follow-up treatments. This policy applies comprehensively to all consultations, diagnostic procedures, treatments, therapies, and any other professional services we provide.

The no-refund policy for completed services exists for several important reasons beyond the irreversible commitment of professional time. Medical treatments often require time to show results, and immediate dissatisfaction does not indicate treatment failure. Individual responses to treatment vary significantly, and what constitutes a successful outcome must be evaluated objectively based on medical criteria rather than subjective satisfaction. Additionally, the information and benefits gained from consultations and diagnostic procedures retain their value regardless of whether you choose to act on recommendations provided. Even if you decide not to proceed with recommended treatments, the professional evaluation and advice you received represent delivered services for which refunds cannot be provided.

Prescription medications, medical devices, supplements, and any other products dispensed or prescribed through our Services are strictly non-returnable and non-refundable once they have left our possession. This policy is mandated by pharmaceutical regulations and public health safety requirements that prohibit the redistribution of medications or medical products once they have been dispensed to a patient. We cannot verify the storage conditions, potential tampering, or contamination of products once they leave our controlled environment. This policy applies even if medications are unopened, unused, or if you experience side effects or decide not to take them. It is your responsibility to discuss any concerns about medications with our Healthcare Providers before accepting prescriptions.

In the rare event that we are unable to provide a scheduled service due to circumstances entirely within our control—such as Healthcare Provider illness without available coverage, equipment failure that prevents treatment, or facility issues—we will offer you the choice of rescheduling the service or receiving a refund of any prepayment for that specific undelivered service. However, if treatment is modified, shortened, or altered based on clinical judgment or medical necessity during the course of delivery, this does not entitle you to any refund. Similarly, if you choose to discontinue a treatment partway through for any reason, no partial refund will be provided for the unused portion.

We strongly encourage all patients to thoroughly discuss treatments, expected outcomes, costs, and any concerns with our Healthcare Providers before proceeding with any service. We provide detailed information about treatments and their likely results to enable informed decision-making. Once you have provided informed consent and treatment has begun, you have made a commitment to the service that cannot be reversed through refund requests. If you have any doubts about whether a treatment is right for you, we encourage you to take time to consider, seek second opinions if desired, and only proceed when you are confident in your decision, as financial reconsideration after the fact will not be available.

9. Prescription Medication Services

The prescribing of medications is a serious medical responsibility that we approach with the utmost care and professionalism. Prescription medication services at The Wellness are provided exclusively through our licensed Healthcare Providers who have the legal authority and clinical competence to prescribe medications within their scope of practice. No prescription will ever be issued without an appropriate medical consultation, during which our Healthcare Providers will conduct a thorough evaluation of your medical history, current health status, existing medications, allergies, and the specific condition for which treatment is sought. This consultation may include physical examination, review of medical records, diagnostic testing, and detailed discussion of your symptoms and treatment goals.

All prescribing decisions are made at the sole professional discretion of our Healthcare Providers based on their clinical judgment, current medical evidence, professional guidelines, and regulatory requirements. You understand and agree that requesting a specific medication does not guarantee it will be prescribed. Our Healthcare Providers will only prescribe medications they deem medically appropriate, safe, and likely to benefit your condition. They may refuse to prescribe requested medications for various reasons, including but not limited to: lack of medical indication, potential for drug interactions, your medical history, availability of safer or more effective alternatives, concerns about misuse or diversion, or regulatory restrictions on certain medications.

Your safety depends critically on your complete honesty and disclosure regarding your medical history and current health status. You have an absolute obligation to provide complete, accurate, and truthful information about all current and recent medications (prescription, over-the-counter, and supplements), all medical conditions (diagnosed and suspected), all allergies and previous adverse drug reactions, history of substance use or abuse, and any other factors that might affect medication safety or efficacy. This disclosure obligation is ongoing—you must inform us immediately if any of this information changes after prescriptions are issued. Failure to disclose relevant information may result in serious adverse events including dangerous drug interactions, allergic reactions, or treatment failures, for which you acknowledge and accept full responsibility.

Special regulations and heightened responsibilities apply to controlled substances and medications with potential for abuse or dependence. If our Healthcare Providers prescribe such medications, additional requirements may include: treatment agreements outlining your responsibilities, regular monitoring appointments, drug testing, pill counts, restrictions on early refills, and requirements to obtain such medications from a single designated pharmacy. Any evidence of misuse, diversion, or non-compliance with treatment agreements will result in immediate discontinuation of controlled substance prescriptions and potential discharge from our practice. We report suspected prescription drug diversion to appropriate authorities as required by law.

You acknowledge that medications, while powerful tools for treating medical conditions, carry inherent risks of side effects and adverse reactions that cannot be entirely predicted or prevented. By accepting prescriptions from our Healthcare Providers, you acknowledge that you have been informed of the major risks and benefits of the medications, have had opportunity to ask questions, and accept the risks associated with their use. You agree to use all medications exactly as prescribed, to read and follow all medication guides and warning labels, to report any adverse effects promptly, and to never share your prescription medications with others. You understand that modifying doses, discontinuing medications without medical advice, or using medications in ways other than prescribed can result in serious harm and voids any responsibility we might otherwise have for adverse outcomes.

10. Telemedicine and Remote Services

The advancement of technology has enabled us to extend certain healthcare services beyond the traditional in-person clinical setting through telemedicine platforms. Where we offer telemedicine or remote consultation services, these are provided as a convenience and complement to, not a replacement for, in-person medical care. Telemedicine services are subject to all provisions of these Terms plus additional specific considerations related to the remote delivery of healthcare. The availability of telemedicine services may vary based on your location, the nature of your medical needs, regulatory requirements, and technical capabilities.

You acknowledge and understand that telemedicine has inherent limitations compared to in-person medical examination. Without the ability to perform physical examination, palpation, auscultation, and other hands-on diagnostic procedures, our Healthcare Providers must rely on your reported symptoms, visual observation via video, and your ability to accurately describe your condition. This limitation may affect diagnostic accuracy and treatment recommendations. Certain conditions simply cannot be adequately evaluated or safely treated via telemedicine. Our Healthcare Providers maintain absolute discretion to determine whether telemedicine is appropriate for your specific situation and may require in-person evaluation before providing treatment or issuing prescriptions.

Technical requirements and responsibilities for telemedicine sessions rest primarily with you as the patient. You must ensure you have reliable internet connectivity, appropriate devices with functioning cameras and microphones, and a private, quiet location where confidential medical discussions can occur without interruption or observation by others. You are responsible for any costs associated with your internet, devices, or technical setup. Technical failures on your end that prevent completion of a scheduled telemedicine appointment may be treated as a missed appointment subject to our standard cancellation policies. We cannot guarantee uninterrupted service and are not responsible for technical issues beyond our reasonable control.

Privacy and security considerations take on additional importance in telemedicine contexts. While we employ secure, encrypted platforms for telemedicine sessions that meet healthcare privacy standards, we cannot control the security of your location, device, or internet connection. You are responsible for ensuring your environment is private and that unauthorized individuals cannot observe or overhear your medical consultation. You should be aware that other individuals in your location may be able to hear your conversation, and electronic communications can potentially be intercepted despite security measures. By participating in telemedicine services, you accept these privacy risks.

Regulatory and jurisdictional issues may affect telemedicine services. Healthcare providers are typically licensed to practice in specific geographic jurisdictions, and providing medical services across jurisdictional boundaries may be restricted or prohibited. You must be physically located within an approved jurisdiction at the time of your telemedicine session. Providing false information about your location may violate healthcare regulations and these Terms. Additionally, certain medications or treatments may have jurisdiction-specific restrictions that affect what can be prescribed or recommended via telemedicine. Emergency situations must never be addressed through telemedicine—if you experience a medical emergency, you must immediately seek in-person emergency care rather than attempting to schedule or conduct a telemedicine consultation.

11. Intellectual Property Rights

The Wellness has invested substantial resources in developing our brand, treatment protocols, educational materials, and digital platforms. All content, materials, and intellectual property accessible through our Services, including but not limited to our website design, logos, trademarks, service marks, trade names, text, images, graphics, videos, audio recordings, software, databases, treatment protocols, patient education materials, and any other creative works or proprietary information, are the exclusive property of The Wellness Limited or our licensors. These materials are protected by UK and international intellectual property laws, including copyright, trademark, patent, and trade secret laws.

By accessing our Services, you are granted a limited, revocable, non-exclusive, non-transferable, non-sublicensable license to access and use our intellectual property solely for your personal, non-commercial use in connection with receiving Services from us. This license is conditional upon your compliance with these Terms and automatically terminates upon any breach. You may view and, where applicable, download materials from our website solely for personal reference related to your healthcare. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, software, products, or services obtained from our Services without our express written permission.

Specific restrictions apply to protect our intellectual property rights. You are expressly prohibited from: reproducing or distributing our patient education materials or treatment protocols to third parties; using our trademarks, logos, or brand elements in any manner that might cause confusion or imply endorsement; scraping, data mining, or using automated systems to access or collect information from our digital platforms; reverse engineering or attempting to derive source code from our software or digital tools; creating derivative works based on our proprietary treatment methods or protocols; or using any of our intellectual property for commercial purposes, including in competing healthcare services.

You retain ownership of any personal health information you provide to us, but you grant us a license to use this information as necessary to provide Services to you and as described in our Privacy Policy. If you provide us with any feedback, suggestions, or ideas regarding our Services, you grant us an unlimited, irrevocable, perpetual, royalty-free license to use such feedback for any purpose without compensation to you. We are under no obligation to maintain such feedback in confidence or to refrain from using or disclosing it.

Any unauthorized use of our intellectual property terminates the license granted herein and may subject you to civil and criminal penalties. We actively monitor for intellectual property infringement and will pursue all available legal remedies against violators, including seeking injunctive relief, actual damages, statutory damages where available, and recovery of legal fees. If you become aware of any unauthorized use of our intellectual property, we request that you notify us immediately. Your respect for our intellectual property rights helps us maintain the quality and integrity of our Services for all patients.

12. Privacy and Data Protection

The protection of your personal information, particularly sensitive health data, is of paramount importance to The Wellness. Your use of our Services is subject to our comprehensive Privacy Policy, which is hereby incorporated into these Terms by reference and forms an integral part of your agreement with us. Our Privacy Policy, available on our website, provides detailed information about how we collect, use, store, share, and protect your personal information, including special categories of personal data such as health information. By using our Services, you acknowledge that you have read, understood, and consent to our data practices as described in the Privacy Policy.

We collect various types of information in connection with providing our Services, including personal identification information, contact details, health and medical information, payment information, and usage data related to your interactions with our digital platforms. This information is collected through multiple channels including registration forms, medical consultations, diagnostic tests, treatment records, communications with our staff, and automated collection through our digital platforms. The purposes for which we use this information include providing medical care, managing appointments and billing, communicating with you about your care, complying with legal and regulatory requirements, improving our services, and with your consent, for research and educational purposes in anonymized form.

We implement comprehensive technical, administrative, and physical security measures designed to protect your information from unauthorized access, use, or disclosure. These measures include encryption of data in transit and at rest, access controls limiting information access to authorized personnel on a need-to-know basis, regular security assessments and updates, staff training on data protection obligations, and incident response procedures for potential data breaches. However, despite our efforts, no security system is impenetrable, and we cannot guarantee the absolute security of your information. The inherent risks of electronic storage and transmission mean that determined attackers may potentially circumvent security measures.

Your rights regarding your personal information are governed by applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. These rights may include the right to access your personal information, request corrections to inaccurate data, request deletion of your data in certain circumstances, object to or restrict certain processing activities, and receive your data in a portable format. To exercise these rights, you may contact our Data Protection Officer using the contact information provided in our Privacy Policy. We will respond to valid requests within the timeframes required by law, though certain exemptions may apply, particularly regarding health records and information we must retain for legal compliance.

In the event of a data breach that creates a high risk to your rights and freedoms, we will notify you without undue delay in accordance with our legal obligations. Such notification will include the nature of the breach, the categories of data affected, the likely consequences, and the measures we are taking to address the breach and mitigate potential adverse effects. By using our Services, you acknowledge the inherent risks in electronic data processing and transmission and agree that, to the maximum extent permitted by law, we shall not be liable for breaches resulting from circumstances beyond our reasonable control, provided we have implemented appropriate security measures and respond appropriately to any breach.

13. Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ALL SERVICES PROVIDED BY THE WELLNESS ARE PROVIDED STRICTLY ON AN "AS IS" AND "AS AVAILABLE" BASIS. WE EXPRESSLY DISCLAIM ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, QUIET ENJOYMENT, ACCURACY, OR NON-INFRINGEMENT. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM US OR THROUGH OUR SERVICES SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THESE TERMS.

WE DO NOT WARRANT, GUARANTEE, OR MAKE ANY REPRESENTATIONS THAT OUR SERVICES WILL MEET YOUR REQUIREMENTS OR ACHIEVE ANY PARTICULAR RESULTS. WE DO NOT WARRANT THAT OUR SERVICES WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE, OR THAT ANY DEFECTS IN OUR SERVICES WILL BE CORRECTED. WE DO NOT WARRANT THE ACCURACY, RELIABILITY, OR COMPLETENESS OF ANY INFORMATION PROVIDED THROUGH OUR SERVICES, INCLUDING HEALTH INFORMATION, TREATMENT RECOMMENDATIONS, OR EDUCATIONAL CONTENT. THE INFORMATION PROVIDED THROUGH OUR SERVICES IS FOR GENERAL INFORMATIONAL PURPOSES AND SHOULD NOT BE RELIED UPON AS A SUBSTITUTE FOR PROFESSIONAL MEDICAL JUDGMENT IN SPECIFIC SITUATIONS.

YOUR USE OF OUR SERVICES IS AT YOUR SOLE RISK. YOU ASSUME FULL RESPONSIBILITY FOR ANY RISKS ASSOCIATED WITH YOUR USE OF OUR SERVICES, INCLUDING BUT NOT LIMITED TO ANY RISKS ASSOCIATED WITH MEDICAL TREATMENTS, RELIANCE ON HEALTH INFORMATION, DELAYS IN OBTAINING SERVICES, OR INTERACTIONS WITH OTHER USERS OR THIRD PARTIES. WE ARE NOT RESPONSIBLE FOR ANY DAMAGE TO YOUR COMPUTER SYSTEM, MOBILE DEVICE, OR OTHER PROPERTY ARISING FROM YOUR ACCESS TO OR USE OF OUR SERVICES, INCLUDING DAMAGE FROM ANY VIRUSES, MALWARE, OR OTHER HARMFUL COMPONENTS.

CERTAIN JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, SO SOME OF THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU. IN SUCH JURISDICTIONS, OUR LIABILITY SHALL BE LIMITED TO THE GREATEST EXTENT PERMITTED BY LAW. NOTHING IN THIS DISCLAIMER AFFECTS ANY WARRANTIES THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW, INCLUDING ANY STATUTORY RIGHTS CONSUMERS MAY HAVE UNDER APPLICABLE LEGISLATION.

THE DISCLAIMERS IN THIS SECTION APPLY TO THE MAXIMUM EXTENT PERMITTED BY LAW AND SHALL SURVIVE ANY TERMINATION OR EXPIRATION OF YOUR RELATIONSHIP WITH THE WELLNESS. YOUR ACKNOWLEDGMENT OF THESE DISCLAIMERS IS A MATERIAL INDUCEMENT FOR US TO PROVIDE YOU ACCESS TO OUR SERVICES, AND YOU ACKNOWLEDGE THAT YOU WOULD NOT BE PROVIDED SUCH ACCESS WITHOUT YOUR AGREEMENT TO THESE DISCLAIMERS.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL THE WELLNESS LIMITED, ITS DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, HEALTHCARE PROVIDERS, AFFILIATES, SUCCESSORS, OR ASSIGNS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES OF ANY KIND, INCLUDING BUT NOT LIMITED TO LOST PROFITS, LOST REVENUE, LOST SAVINGS, LOSS OF DATA, LOSS OF GOODWILL, SERVICE INTERRUPTION, COMPUTER DAMAGE OR SYSTEM FAILURE, COST OF SUBSTITUTE SERVICES, OR ANY DAMAGES FOR PERSONAL OR BODILY INJURY OR EMOTIONAL DISTRESS ARISING OUT OF OR IN CONNECTION WITH THESE TERMS, THE USE OR INABILITY TO USE OUR SERVICES, ANY MEDICAL TREATMENTS OR PROCEDURES, COMMUNICATIONS OR MEETINGS WITH OTHER USERS, OR OTHERWISE ARISING OUT OF YOUR RELATIONSHIP WITH THE WELLNESS, WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY, OR ANY OTHER LEGAL THEORY, AND WHETHER OR NOT WE HAVE BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES.

IN NO EVENT SHALL OUR AGGREGATE LIABILITY TO YOU FOR ALL DAMAGES, LOSSES, AND CAUSES OF ACTION ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF OUR SERVICES (WHETHER IN CONTRACT, TORT INCLUDING NEGLIGENCE, WARRANTY, OR OTHERWISE) EXCEED THE GREATER OF (A) ONE HUNDRED POUNDS STERLING (£100) OR (B) THE TOTAL AMOUNT PAID BY YOU TO THE WELLNESS FOR SERVICES IN THE SIX (6) MONTH PERIOD IMMEDIATELY PRECEDING THE DATE OF THE CLAIM. THIS LIMITATION OF LIABILITY IS CUMULATIVE AND NOT PER-INCIDENT, MEANING THE EXISTENCE OF MORE THAN ONE CLAIM SHALL NOT ENLARGE THIS LIMIT.

THE LIMITATIONS AND EXCLUSIONS IN THIS SECTION APPLY EVEN IF ANY REMEDY FAILS OF ITS ESSENTIAL PURPOSE. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU IN THEIR ENTIRETY. IN SUCH CASES, OUR LIABILITY SHALL BE LIMITED TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW. SPECIFICALLY, NOTHING IN THESE TERMS SHALL EXCLUDE OR LIMIT OUR LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY OUR NEGLIGENCE, FRAUD OR FRAUDULENT MISREPRESENTATION, OR ANY OTHER LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.

YOU ACKNOWLEDGE THAT THE LIMITATIONS OF LIABILITY IN THESE TERMS REFLECT THE ALLOCATION OF RISK BETWEEN THE PARTIES AND THAT WE WOULD NOT PROVIDE OUR SERVICES TO YOU WITHOUT THESE LIMITATIONS. THE LIMITATIONS OF LIABILITY PROVIDED IN THESE TERMS INURE TO THE BENEFIT OF OUR DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, HEALTHCARE PROVIDERS, AND AFFILIATES. THESE LIMITATIONS SHALL APPLY NOTWITHSTANDING THE FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY PROVIDED HEREIN.

The foregoing limitations of liability shall apply to the fullest extent permitted by law in the applicable jurisdiction. You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to use of our Services or these Terms must be filed within one (1) year after such claim or cause of action arose or be forever barred. The provisions in this section shall survive any termination of these Terms or your relationship with The Wellness.

15. Indemnification

You agree to indemnify, defend, and hold harmless The Wellness Limited, its parent companies, subsidiaries, affiliates, directors, officers, employees, agents, Healthcare Providers, contractors, licensors, successors, and assigns (collectively, the "Indemnified Parties") from and against any and all claims, liabilities, damages, losses, costs, expenses, fees (including reasonable attorneys' fees and court costs) that any Indemnified Party may incur as a result of or arising from: (a) your breach or violation of these Terms or any representation, warranty, or covenant made by you herein; (b) your violation of any applicable laws, regulations, or third-party rights, including but not limited to privacy rights, intellectual property rights, or healthcare regulations; (c) your use or misuse of our Services, including any content you submit or transmit through our Services; (d) your negligent or willful misconduct; (e) any dispute between you and any third party relating to your use of our Services; or (f) your violation of any third party's rights, including other patients or users of our Services.

This indemnification obligation includes, but is not limited to, any claims arising from your provision of false or misleading information that results in inappropriate medical treatment or harm; your failure to follow medical advice, treatment protocols, or medication instructions; your sharing of prescription medications or medical advice with third parties; your unauthorized access to or use of our systems or another user's information; your harassment, defamation, or other harmful conduct toward our staff, Healthcare Providers, or other patients; or your use of our Services for any illegal, fraudulent, or unauthorized purpose.

You agree to cooperate fully with the Indemnified Parties in the defense of any claim. The Wellness reserves the right, at its own expense, to assume the exclusive defense and control of any matter subject to indemnification by you, in which event you agree to cooperate with our defense of such claim. You shall not settle any claim that affects the Indemnified Parties without our prior written consent. This indemnification obligation shall survive any termination or expiration of these Terms or your use of our Services.

The indemnification obligations set forth in this section are independent of and in addition to any other remedies available to the Indemnified Parties under these Terms or applicable law. Your agreement to indemnify the Indemnified Parties is a material inducement for The Wellness to provide you with access to our Services, and you acknowledge that we would not provide such access without this indemnification. The scope of this indemnification includes any claims that exceed the limitations of liability set forth elsewhere in these Terms.

16. Term and Termination

These Terms of Service become effective when you first access, use, or interact with our Services and remain in effect until terminated by either party in accordance with this section. The Wellness reserves the absolute right to terminate or suspend your access to any or all of our Services immediately, with or without notice, and with or without cause, including but not limited to: breach of any provision of these Terms; conduct that we believe violates applicable laws or is harmful to our interests, reputation, or other users; provision of false, fraudulent, or misleading information; abusive, threatening, or inappropriate behavior toward our staff, Healthcare Providers, or other patients; failure to pay for services rendered; suspected diversion or misuse of prescription medications; or for any other reason in our sole discretion.

Upon termination, your right to access and use our Services ceases immediately. You must discontinue all use of our Services and, if applicable, destroy any materials obtained from us. Termination does not relieve you of your obligation to pay for services already received or any fees owed. We may also, in our discretion, terminate your access to specific services while allowing continued access to others. For example, termination from prescription services does not necessarily affect your ability to receive other treatments, though we reserve the right to comprehensive termination where appropriate.

You may terminate your relationship with The Wellness at any time by ceasing to use our Services and notifying us of your intention to terminate. However, such termination does not affect your obligations under these Terms for services already received, including payment obligations, confidentiality requirements, and the survival provisions detailed below. If you have prepaid for services or purchased packages, termination does not entitle you to refunds for unused services, as outlined in our refund policy.

Certain provisions of these Terms, by their nature, are intended to survive termination and shall continue in full force and effect. These surviving provisions include but are not limited to: all payment obligations for services rendered; our intellectual property rights and your restrictions regarding the same; disclaimers of warranties; limitations of liability; indemnification obligations; dispute resolution procedures including arbitration agreements; confidentiality obligations; and any other provisions that by their terms or nature are intended to survive. The survival of these provisions is not affected by which party initiates termination or the reason for termination.

Following termination, we retain the right to maintain your medical records as required by law and professional standards. Access to these records post-termination will be governed by applicable laws and may be subject to reasonable administrative fees. We also retain the right to use anonymized data derived from your care for research, quality improvement, and educational purposes. Termination does not affect any rights or liabilities that accrued prior to termination, and we reserve all rights to pursue any remedies available at law or equity for breaches occurring before termination.

17. General Provisions

These Terms of Service and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales, without regard to conflict of law principles that would result in the application of any law other than the law of England and Wales. The United Nations Convention on Contracts for the International Sale of Goods shall not apply to these Terms. You agree that any dispute resolution proceedings will be conducted exclusively in the English language.

Any dispute, claim, or controversy arising out of or relating to these Terms or the breach, termination, enforcement, interpretation, or validity thereof, including the determination of the scope or applicability of this agreement to arbitrate, shall be determined by binding arbitration in London, England, before one arbitrator. The arbitration shall be administered by the London Court of International Arbitration (LCIA) in accordance with its applicable rules. The parties agree that the arbitrator shall have exclusive authority to decide all issues relating to the interpretation, applicability, enforceability, and scope of this arbitration agreement. Judgment on the award may be entered in any court having jurisdiction. Notwithstanding the foregoing, either party may seek injunctive or other equitable relief in any court of competent jurisdiction to prevent irreparable harm pending the outcome of arbitration.

These Terms, together with our Privacy Policy and any additional terms applicable to specific services, constitute the entire agreement between you and The Wellness Limited regarding the use of our Services and supersede all prior and contemporaneous agreements, proposals, or representations, written or oral, concerning their subject matter. No waiver of any term of these Terms shall be deemed a further or continuing waiver of such term or any other term, and The Wellness's failure to assert any right or provision under these Terms shall not constitute a waiver of such right or provision. If any provision of these Terms is held by a court or other tribunal of competent jurisdiction to be invalid, illegal, or unenforceable for any reason, such provision shall be eliminated or limited to the minimum extent such that the remaining provisions of these Terms will continue in full force and effect.

We reserve the right to modify, update, or replace these Terms at any time at our sole discretion. If we make material changes to these Terms, we will provide notice through our Services, by email, or by other appropriate means. Your continued use of our Services following the posting of revised Terms means that you accept and agree to the changes. If you do not agree to the revised Terms, you must stop using our Services. It is your responsibility to review these Terms periodically for changes. The "Effective Date" at the top of these Terms indicates when they were last revised.

You may not assign or transfer these Terms, by operation of law or otherwise, without our prior written consent. Any attempt by you to assign or transfer these Terms without such consent will be null and void. We may freely assign or transfer these Terms without restriction. Subject to the foregoing, these Terms will bind and inure to the benefit of the parties, their successors, and permitted assigns. Our relationship is that of independent contractors, and these Terms do not create any partnership, joint venture, employment, or agency relationship between us. Except as explicitly stated in these Terms, there are no third-party beneficiaries to these Terms. Our failure to enforce any provision of these Terms shall not be construed as a waiver of such provision or our right to enforce it. Section headings are for convenience only and shall not be used to interpret these Terms.

18. Contact Information