Terms of Service

These Terms (referred to as the "Terms") govern your use of Tend Health Ltd’s services from the moment you create an account with us. Please read these Terms carefully.

If you have any questions about these Terms or any aspect of the service, please contact us by email at contact@tendhealth.com.

1. Introduction

We are Tend Health Ltd. (registered company number: 11945372), located at 63-66 Hatton Garden, London, England, EC1N 8LE. Our service includes access to remote medical consultation provided by Aiklu Ltd. The medical consultation may involve prescribing medical treatment based on the information you provide, and the supply of medical advice (collectively referred to as the "Tend Services"). 

2. Acceptance of Terms

By accessing and using the Tend Services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please refrain from using our services.

3. Provision of Tend Services

3.1 We will provide you with the Tend Services to the best of our ability and in accordance with all applicable laws and regulations.

3.2 You confirm that all information you provide to us is accurate, up-to-date, and complete to the best of your knowledge. This includes your medical history and any answers to questions we may ask you before and during any consultation. If you do not understand any question we ask you, please check with us to avoid providing incorrect answers. You acknowledge that providing us with incorrect information may negatively impact your health.

3.3 For the purposes of applicable data protection legislation, you consent to us storing and using your medical information in accordance with our Privacy Policy. It is your responsibility to notify us immediately if any information you have provided to us changes. We do not assume any liability for issues arising as a result of incorrect, out-of-date, or incomplete information provided by you.

3.4 You confirm that you are at least 18 years old and are not aware of any reason why we cannot provide the Tend Services to you.

3.5 To receive the Tend Services, you must set up an online Tend account. When making an account, you will become a Member (referred to as “Member”, “Members” or “Membership”) and through your membership with have access to Tend Services. You confirm that you will only hold one account/Membership and agree that we may suspend any duplicate accounts/Memberships you may hold.

4. Account Security

You must keep your access details to your Tend account secure and confidential. You are responsible for any use of your account by anyone else.

5. Account Suspension or Closure

We may suspend access to or close your Tend account at any time and for any reason, including non-payment, breach of these Terms, or abuse of the Tend Services.

6. Medical Consultation Services

6.1 When creating your account you will be asked a series of screening questions, these questions help to ensure our Members have a high likelihood of being appropriate for Tend Services. In the event that during these screening questions, we identify that you are unlikely to be appropriate for Tend Services we will cancel your Membership any payments that you have paid. We will also contact you via email to explain why we have cancelled your Membership.

6.2 After creating a Tend account and gaining Membership, you will have access to our Medical Consultation process.

6.3 Medical Consultations are conducted by independent licensed prescribers who will are individually registered in the UK (referred to henceforth as “Clinician” or “Clinicians”). The Clinicians are responsible for reviewing your consultation, confirming diagnoses, recommending management and issuing prescriptions. 

6.4 To facilitate your Medical Consultation we will ask you to complete a medical intake form, this form includes your medical and health history, medications you are taking, lifestyle and treatment goals. This will also require the provision of photographs to aid in diagnosis and severity assessment. We send this information to the Clinician to review.

6.5 Our Clinicians are provided by Aiklu Ltd. The Aiklu clinical team includes licensed General Practitioners and Medical Dermatology Specialists. Your consultation may not be directly reviewed by a Medical Dermatology Specialist however all consultations must meet our clinical governance policies created by our Medical Dermatology Specialist. 

6.6 Once your medical intake form has been reviewed the Clinician may ask you some follow-up questions if further information is required, you must answer these questions in order to continue to access Tend Services.

6.6 Once the Clinician has sufficient information to complete the consultation you will be invited to attend an online video consultation with one of the affiliated doctors/clinicians at Aiklu Ltd. During the video consultation they may recommend Medicinal Products for you to use, and they may issue prescriptions related to any recommended Medicinal Products. Medicinal Products will be referred to as "Products" in these Terms.

6.7 Prescriptions are issued by Medical Independent Prescribers registered with the General Medical Council. 

6.8 A consultation may not necessarily result in a recommendation for any particular Product, or any Product at all. 

6.9 In the event that Aiklu Ltd and their affiliated Clinicians are unable to provide advice or recommendations based on your location and medical conditions. For example in situations where they are unable to confirm the diagnosis or are unable to provide you with access to an appropriate treatment. In such cases, we will promptly notify you and refund payments made for your membership.

6.10 We may contact you from time to time to verify the accuracy and completeness of your information. Failure to respond to such requests may result in the suspension of your Tend membership.

6.11 If you require future prescriptions you can contact us via WhatsApp and we will ask your Clinician to issue you further prescriptions. 

7. Personal Use and Prohibited Activities

7.1 You must only use the Tend Services and any Products for your own personal use and not on behalf of anyone else.

7.2 The Tend Services must not be used for any unlawful purpose, and we will not be liable for any costs, damages, or losses arising from your use in breach of applicable laws and these Terms.

8. Product Fulfillment and Prescription Authorization

8.1 All Products you choose to receive following recommendations from the Clinician are fulfilled by RXLive Limited (General Pharmaceutical Council registration number 9010611) at 3-4 Chalice Close, Wallington SM6 9RU, United Kingdom (referred to as the "Pharmacy"). They will provide their own Terms of Service.

8.2 By requesting Products, you authorise Aiklu Ltd and ourselves to share your medical information with RXLive in order to dispense Medicinal Products. upon approval of the prescription.

8.3 RXLive and other health professionals may retain information on your behalf, as required.

8.4 RXLive will not accept any order for Products without a valid prescription issued by a licensed prescriber based on a personal consultation and examination.

9. Proper Use and Medical Notification

9.1 Review guidance and instructions accompanying any Products before using them, including the Patient Information Document if applicable. Use Products in accordance with instructions.

9.2 Notify your doctor and any other healthcare professional involved in treating you of your use of any Medicinal Products.

9.3 If you become pregnant during the Tend Services, stop using Products immediately and contact us at contact@tendhealth.com.

9.4 Inform us of any side effects, new medications, or changes in your medical circumstances at contact@tendhealth.com.

10. Pause, Stop, or Close Account

10.1 You can pause or stop your Membership at any time after your first 6 months, by updating your Tend membership details in your account. We do not allow cancellation within the first 6 months as we believe it takes this amount of time to fully assess the response to your treatment plan. 

10.2 Closing your Tend account will prevent further access to information held in it.

10.3 We may request new consultations with you for appropriate advice and recommendations. Failure to participate may result in the suspension of your membership and access to Tend services.

10.4 We may suspend your Tend membership for various reasons, including non-authorisation of payment, outdated contact/payment details or failure to comply with these Terms.

11. Liability and Disclaimers

11.1 Our liability is limited as described in these Terms. Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any matter illegal to exclude or attempt to exclude liability.

11.2 The Tend Services are provided on an "as is" basis. We make no representation or warranty, express or implied, regarding the Tend Services or any Products, or any information or advice given.

11.3 We aim to provide accurate and up-to-date information and recommendations, but we cannot guarantee this will always be the case.

11.4 Our liability to you for any claim arising from the subject matter of these Terms and the use of any Products shall be limited to the amounts paid to us by you in the 12 months preceding the date of any claim, unless otherwise required by applicable law.

12. Subscription and Payment

12.1 The Tend Services are provided through a monthly subscription service. We will charge your nominated payment method(s) on a monthly basis for the ongoing recommendations we provide. The specific date of payment collection may vary each month.

12.2 All prices we state include all applicable taxes, where appropriate. We take all reasonable care to ensure that the prices advertised are correct.

12.3 When you open your Tend account and commence your Membership, you must enter your chosen payment method and details. By doing so, you confirm that the payment method used belongs to you or is being used with appropriate authorisation from the owner.

12.4 All payments are subject to approval by the issuer. We will not be responsible if payment fails verification or if the issuer refuses to accept or honor the payment for any reason. Suspicious transactions may be reported to relevant authorities. We reserve the right to decline any payment without providing a reason. Please note that payment processing may take 2 to 3 days (excluding weekends and bank holidays), and issues with your chosen payment method may result in delays to access Tend Service.

12.5 The payments you make for the Tend Services include the fee for our consultation and recommendation services. 

12.6 Payment for prescriptions will be managed separately between yourself and our third-party pharmacy (RXLive).

12.7 We reserve the right to increase the price of our services. In the event of a price increase, we may choose not to increase the price you pay. If your payment is lower than the advertised price on our website, we may refer to the price you pay as a "loyalty price" or equivalent. Unsubscribing or any break in your subscription may result in the loss of loyalty pricing, and your price will revert to the current advertised price.

13. Changes to Terms

We may make changes to these Terms from time to time. We will notify you of any significant changes, and your continued use of the Tend Services after such changes will be deemed as your acceptance of the revised Terms.

14. Assignment

You may not assign any of your rights or obligations under these Terms to any third party. You understand that we may assign or license our rights and obligations under these Terms to any third party at our sole discretion.

15. Waiver

No delay in enforcing any right arising under these Terms shall be construed as a waiver of such right.

16. Governing Law and Jurisdiction

These Terms and any disputes arising under them shall be governed by English law and subject to the exclusive jurisdiction of the courts of England.

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