Terms & Conditions

General Terms & Conditions

Introduction
Welcome to #HEALTH Now UK, an application operated by Hashtag Health Remote Limited (“we,” “us,” “our”). We are a company registered in England and Wales under company number 6188833, with our registered office at The Office, Moor Lane Farm, Downall Green Road, Ashton- In-Makerfield, Wigan, England, WN4 0NA. By using this app, you agree to comply with and be bound by the following terms and conditions.
Application
1. These terms and conditions apply to the use of the #HEALTH Now UK app and the services offered through it (“Services”) by Hashtag Health Remote Limited. No other terms shall apply unless agreed in writing.
2. By using the app, you confirm that you are a consumer as defined by the Consumer Rights Act 2015, using the Services for personal, non-business purposes.
Information
1. We are required to ensure that certain information is made available to you before entering into a contract with us. This includes details of the services, pricing, and your rights. By using the app, you acknowledge receipt of this information.
2. Any additional information provided by us, which you rely on when deciding to use the Services, will form part of our agreement with you.
Privacy and Data Protection
1. We are committed to protecting your privacy in accordance with UK GDPR regulations. By using this app, you consent to the collection, use, and processing of your personal data as outlined in our Privacy Policy.
2. Our Privacy Policy explains how we handle your personal data, safeguard your information, and your rights under data protection law. You have the right to access, correct, or delete your data and to withdraw your consent for data processing at any time.
Use of the App
1. You agree to use the app for lawful purposes only and not to use it in any way that may harm, disrupt, or interfere with its operation or security.
2. You must not misuse the app by knowingly introducing viruses or other malicious software, and you agree not to attempt unauthorised access to our systems or any other user’s data.
GP Services and Third-Party Terms
1. When you use GP services or any third-party services facilitated through the app, you agree to their respective terms and conditions. This includes the specific terms and conditions of the GP service providers engaged through the app, which govern the provision of medical advice, consultations, and treatment. You are encouraged to review the terms and conditions of the relevant GP service provider before using their services.
2. We do not take responsibility for the services provided by third-party healthcare providers, including GPs. Any medical advice, diagnosis, or treatment provided through the app is the responsibility of the respective healthcare provider. Any disputes, claims, or issues arising from services provided by third-party healthcare providers should be addressed directly to the relevant
Fees and Payment
1. Fees for paid services, if applicable, will be clearly stated within the app. By choosing to use paid services, you agree to pay the specified fees.
2. All fees include any applicable VAT or other taxes unless stated
Subscriptions and Auto-Renewal
1. Certain services within the app may be offered on a subscription basis. By purchasing a subscription, you agree to the initial subscription term and any subsequent automatic renewal
2. Subscriptions will automatically renew at the end of the initial term unless you cancel the subscription before the renewal date. You can manage and cancel your subscription through the relevant app store (such as Apple App Store or Google Play Store) from which you downloaded the app.
3. Fees for subscription renewals will be charged at the rate notified to you at the time of purchase unless otherwise stated. We will provide notice of any changes to subscription fees before the renewal period.
4. If you cancel your subscription, you will continue to have access to the subscribed services until the end of the current billing period. No refunds will be provided for any unused portion of the subscription period.
Intellectual Property
1. All content within the #HEALTH Now UK app, including text, graphics, logos, and software, is the property of Hashtag Health Remote Limited and is protected by copyright and intellectual property laws.
2. You may not reproduce, distribute, or create derivative works from any part of the app without our prior written consent.
Limitation of Liability
1. To the fullest extent permitted by law, we disclaim all liability for any direct, indirect, or consequential loss or damage incurred by users in connection with the use of our app.
2. This includes, but is not limited to, loss of data, income, or any disruption caused by technical issues.
Complaints Process
1. We are committed to providing a high standard of service. If you are dissatisfied with any aspect of our app or services, please contact us so we can address your concerns.
  
  How to Make a Complaint:
  Email us at info@hashtaghealth.co.uk with a detailed description of your
  Alternatively, you can write to us at our registered office
  
  What Happens Next:
  We will acknowledge receipt of your complaint within five working
  We aim to investigate and resolve complaints within 28 working days. If the issue requires more time, we will keep you informed of progress.
  Once our investigation is complete, we will provide a detailed response outlining any actions taken and proposed solutions.
2. If you are not satisfied with our response, you may escalate your complaint to the appropriate regulatory body.
Changes to Terms
1. We reserve the right to amend these terms and conditions at any time. We will notify users of any significant changes, and continued use of the app constitutes acceptance of the updated
Termination
1. We may terminate or suspend your access to the app if you breach these terms and conditions or misuse the app.
2. You may terminate your use of the app at any time by ceasing to use the Services and uninstalling the app.
Governing Law
1. These terms and conditions are governed by the laws of England and Wales. Any disputes arising under these terms will be subject to the exclusive jurisdiction of the courts of England and
Force Majeure
1. We will not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to acts of God, war, strikes, or technical failures.
Contact Us
If you have any questions or concerns about these terms and conditions, please contact us at: Hashtag Health Remote Limited

The Office, Moor Lane Farm

Downall Green Road, Ashton-In-Makerfield Wigan, England, WN4 0NA

Clinical Services Terms & Conditions

Introduction

Please read these Terms and Conditions carefully as they contain important information on the scope of the services we provide and how we deliver them. By using our services, you are deemed to have accepted these Terms and Conditions. If you do not agree to these terms of use, please refrain from accessing or using our services.

You will only be entitled to receive the services we have contractually agreed to provide on behalf of the partner organisation through which you are accessing our services. This means we may not be able to provide you with all the services described below. Before booking a consultation, please check with the partner organisation for full details of the services available to you.

These HealthHero Terms and Conditions should be read alongside our Privacy Policy.

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

Scope of Clinical Service Provision

The service is not a replacement for any regular health service(s) you are normally registered with, e.g., a General Practice. You may still need to see a healthcare professional face to face. You may also be advised to contact the emergency services if the clinician feels it is necessary.

We will not clinically triage any presenting symptoms or conditions until the consultation with a health professional. Therefore, please be aware that any information disclosed to us in advance of a consultation, either electronically or by telephone is for information purposes only and will not be dealt with in advance of the consultation.

You must not use this service for emergencies or urgent conditions, such as (but not limited to) those listed below, as this may delay necessary treatment.

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

has severe difficulty or are not breathing. is having a heart attack or stroke.

has severe chest pain.

has severe abdominal pain. has severe bleeding.

has lost consciousness.

is in an acute confused state and/or is having fits which aren’t stopping. is in suicidal distress.

is experiencing an acute mental health crisis.

Our customer service team are not clinically trained. If you contact us by telephone and the operator believes in good faith that the presenting symptoms or conditions indicate an emergency or life-threatening situation, they will advise you to contact your local emergency services immediately.

We cannot provide the following:

Repeat Prescriptions*.

Treatment for Ongoing Conditions.

Prescriptions when using the Translation Service

* See the section Repeat Prescribing for exceptions.

HealthHero Assist Terms & Conditions

These Terms and Conditions should be read alongside our Privacy Policy.

Please read these Terms and Conditions carefully as they contain important information on the scope of the services we provide and how we deliver them. By using our services, you are deemed to have accepted these Terms and Conditions. If you do not agree to these Terms and Conditions, please refrain from accessing or using our services.

You must not use this service for emergencies as this may delay necessary treatment

If you believe that there is risk of harm to yourself or others you should contact your local Emergency Services immediately by dialling 999 or 112, especially if you or someone else is in suicidal distress.

Eligibility

Only residents and/or nationals of the United Kingdom (UK) or Ireland are eligible to use our services. By using our services, you are confirming that you are a UK or Irish resident and/or national.

The healthcare provider in the United Kingdom is HealthHero Soultions Limited (part of HealthHero Group), registered in England, Company No. 03766413

The provider in Ireland is HealthHero Healthcare Ireland Ltd, registered Company No. 670586.

Access to our services

Our Support Lines are available 24 hours a day, 7 days a week. The helpline number and the services available to you can be seen through our online portal Wellbeing Hub under ‘My Services’ and/or may be provided to you by your organisation.

The Services which will be available to you are dependent on the contract we have with the partner organisation through which you have a right of access to our services. In addition, we will assess clinical appropriateness in connection with the services we make available to you. The Services we offer include: the following:

· Counselling Support Line

· Structured Counselling

· Psychological Services

· Critical Incident Services

· eCounselling Services

· Managerial Support

· Wellebing Hub

· Other bespoke services

In addition, we offer the services below through partner organisations. To the extent you wish to access any of these services, we recommend that you review the privacy statements and terms and conditions provided when accessing these services.

· Legal Advice Support

· Financial/Debt Advice Support

· Physical Health & Wellbeing Support

Confidentiality

Client confidentiality is one of the cornerstones of the clinical work delivered by HealthHero. Any information that you reveal, either during your assessment with the HealthHero Telephone Counsellor or to the counsellor who delivers your telephone/video/face-to-face counselling, is confidential to HealthHero and will not be fed back to your organisation.

Your organisation does receive statistical data about the overall usage of the service. This data is aggregated and anonymous, such that the organisation should not be able to identify any specific individual through this feedback.

In some circumstances, a counsellor may suggest that it is in your best interests to provide information to a third party, for example, informing your GP of emotional issues that are affecting you to make them aware that additional support via the GP may be appropriate. In these circumstances, you will be asked for your consent to release the information and no information will be disclosed without your permission.

The only circumstance in which confidentiality may be broken is in the event that you disclose information that leads the counsellor to believe that you, another person, or your organisation may be at serious risk. In these circumstances, information may be disclosed to a third party, such as the emergency services, in an attempt to prevent imminent harm. In some circumstances there may also be a legal obligation to disclose information to relevant authorities, such as in situations concerning child protection or terrorism offences.

If such a situation does arise, the information disclosed will be confined to what is strictly necessary and, wherever possible, you will be consulted before the disclosure is made. For service users in Ireland, under the Children First Act 2015, we are legally required to report any knowledge, belief or reasonable suspicion that a child has been harmed, is being harmed or is at risk of being harmed.

Your counsellor will complete clinical notes after each session. These notes contain a very brief summary of the issues discussed and the work that has been conducted during the counselling session. The notes are stored on your HealthHero file, along with a record of your assessment, and any other interactions you may have had with the service. HealthHero’s counsellors may review your file as part of our duty of care to you as the service user and in order to ensure that we provide the best possible service.

Please note that these written records are subject to the same confidentiality rules and legal obligations that govern all of HealthHero’s counselling work. HealthHero will not release these records without your consent or the consent of your parent or guardian if the service user is under 18 and within the Republic of Ireland.

HealthHero’s confidentiality policy is in line with the British Association for Counselling and Psychotherapy (BACP) Guidelines for Ethical Practice, General Data Protection Regulation (GDPR) and The Data Protection Act 2018.

About HealthHero Counselling Services

The counsellors used by HealthHero are highly qualified and experienced, and are registered with the British Association for Counselling and Psychotherapy (BACP) or an equivalent relevant governing body.

Counselling is not about giving advice. Your counsellor will help you to explore and achieve a better understanding of the difficulties that you are facing, thereby empowering you to move forwards. It is important to understand that the scheme your organisation provides through HealthHero offers short-term general counselling. To get the most from this time-limited service, it is best to focus on a specific realistic goal and, for this reason, the focus for your structured counselling sessions will have been explored and agreed during your initial assessment.

Counselling sessions are usually held weekly and last around 50 minutes. We ask that you are punctual in order to get the most from the time available. Your counsellor will not usually be able to extend the session beyond the time allocated for the appointment if the session starts later than the agreed time. At the end of the session, you and your counsellor will agree the appointment details for your next session. Should you need to contact your counsellor at any time between sessions and are unable to do so, please contact HealthHero via the helpline.

HealthHero is able to offer a range of different delivery methods for your counselling, and counselling is usually delivered by video call or telephone. The delivery method for your sessions will have been discussed with you during your initial assessment.

The maximum number of sessions available is determined by your organisation’s contract with HealthHero. If, at the end of your HealthHero counselling, you feel that you would benefit from further help, your counsellor will assist you in identifying alternative options for appropriate continued support. This longer-term support is not funded by your organisation’s contract and you would need to pay for this. Please note that it is not possible to continue privately into longer-term work with your HealthHero counsellor unless at least three months have passed since the date of your last session.

Preparing for your consultation

At the time of your consultation, you should ensure you are somewhere private and are able to talk freely. HealthHero will not engage in calls with service users while they are driving. If our staff our made aware during a call that the service user is driving, they shall end the call and arrange a call back at another date/time.

Booking a call with a counsellor

Calls with a counsellor can be booked via the Support Line and Wellbeing Hub or online if that is available to you. Appointments made by telephone will be confirmed at the time of your call and if you use online booking or the Request Appointment service, a confirmation will be sent electronically.

Your organisation may also provide you the option to arrange a call for one of your dependents. Please ensure that you have the consent of the person you are arranging the call for and that they are aware a referral is being made for them. Make sure any information entered is accurate as this will be used to set up their service user record on our case management system.

Cancellation

Should you need to cancel a session, you must give at least 24 hours’ notice in order not to forfeit that session. Please contact your counsellor at the earliest opportunity or call HealthHero on your helpline number to advise of your cancellation.

In the event that you fail to attend two sessions of your counselling, without notice or sufficient notice, HealthHero will close your case. If you wish to discuss resuming any remaining sessions, please contact HealthHero on your normal Support Line number. Please note, we cannot guarantee that you will be referred to the same counsellor, if a further referral can be made.

Private Clinical work with a Counsellor

HealthHero’s standard policy is that a 3-month break must elapse following the delivery of the last session of counselling, prior to the counsellor working privately with a HealthHero service user. Exceptions to this may be granted after discussion between HealthHero’s clinical team and the affiliate counsellor.

Your Responsibilities

HealthHero does not have access to your full medical records and therefore any advice or treatment options given are based on information you provide during your contact with our services.

It is your responsibility to ensure that any information you provide is honest, accurate, complete and lawful. If you choose to withhold relevant information from the HealthHero team, it could affect care they are able to give and they may not be able to provide additional services to you. HealthHero and its affiliate counsellors cannot be held responsible should the information you provide be inaccurate or incomplete.

We are not responsible for your routine or ongoing care. It is therefore in your best interests that if the counsellor asks for permission to share information regarding the consultation with your own GP, that you agree. Should you not give us consent to do so, please be aware that the counsellor may feel that it is not safe to proceed with any treatment or referral options discussed.

The HealthHero Team treats our services users with respect and care for their wellbeing and likewise, we expect our staff and affiliate clinicians to be treated in the same manner by service users. HealthHero reserves the right to restrict services to individuals following misuse of the service.

HealthHero understands our service users may be going through a difficult time when using our services and as such restriction of access to services is always a last resort and prior warning shall be given to the service user. If necessary HealthHero may contact your organisation in order to resolve instances of misuse.

Misuse of services may include but is not limited to:

· You are in breach of these Terms;

· Abuse or harassment of our staff or affiliates;

· Excessive use of the services;

· If you are using the Services in a manner that would cause a real risk of harm or loss to us, yourself or other users;

· You create risk or possible legal exposure for us;

Feedback

It is important to us to know how you have experienced our service as HealthHero constantly strives to improve and develop the service provided and feedback, both positive and negative, is integral to this process.

Following access to our services you may receive a short feedback survey via email, which we would be grateful if you are able to complete.

Concerns and Complaints

If you have any concerns about your counselling sessions, try to discuss these with your counsellor. If this does not resolve the issue, or if you do not feel comfortable raising your concerns with your counsellor, you can call helpline or email the Clinical Compliance Team at feedback.eap.healthhero.com. We will liaise with your counsellor and any HealthHero staff involved in your case, and endeavour to respond to your complaint as quickly as possible.

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

Clinical Opinion Requests

It is HealthHero’s policy not to provide clinical opinion pieces and any such requests shall be denied. We are able to offer evidence of access to our services or copies of your data including case notes on request. Please see the privacy policy for more detail.

Limitation on Liability

Nothing herein excludes or limits our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation or for any other liability which cannot be excluded or limited under applicable law. Nothing herein shall affect your statutory rights.

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

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

Except to the extent permitted by law, we shall not be liable for (i) any loss, damage or distress arising from reliance on information or reliance on availability of the services; or (ii) any indirect, consequential or economic loss, damage or distress (including any such loss, damage or distress arising from unauthorised use of or damage to your data or content), incurred by you as a result of using our services.

Our total liability to you in connection with the services whether under contract, tort, statute, common law or otherwise (and including for negligence or wilful default) shall not in any circumstances exceed stg £500,000.

For the avoidance of doubt, the provision of our services from the UK shall be governed by and construed in accordance the laws of England and Wales and each of the Parties submits to the exclusive jurisdiction of the courts of England and Wales.

For the avoidance of doubt, the provision of our services from Ireland shall be governed by and construed in accordance with, the laws of Ireland and each of the Parties submits to the exclusive jurisdiction of the Irish courts.