Terms and Conditions

for Patients

We are CareIQ Limited.
We build products to enable 'real time' health intelligence, for everyone.

These Terms & Conditions ("Terms") apply when you use our software, either via the CareIQ desktop app or CareIQ Web ("CareIQ" or the "Service"). By accessing and using CareIQ, you agree that you and your employer will be bound by these Terms, the CareIQ Privacy Policy, and CareIQ Data Processing Agreement.

CareIQ

CareIQ Patient is designed with the goal of making healthcare more accessible.

CareIQ Patient enables you to book and consult with healthcare professionals in a Primary Care or GP based setting, to see your GP practice based medical records, manage your health and to interact with healthcare / life science / research services from the comfort of your own home.

Please be aware of the following:

CareIQ Patient does not provide health or medical advice. Our service facilitates interactions with your GP, your GP practice and your other usual healthcare providers. Your NHS practitioner is responsible for the medical advice, diagnosis or treatment you receive.
Your NHS practitioner is also responsible for the content of your medical record. CareIQ accepts no responsibility for omissions or inaccuracies in your record. Our service simply displays what is made available to view online, by your GP practice. If you are concerned about anything you see in your medical record, you should contact your GP practice to discuss that.
If you are unsure about requesting medication or a virtual consultation, always seek advice from your practitioner.

In addition, when viewing your GP practice based medical record:

You may see something in your record that you had forgotten, and this may cause you distress
You may see a test result or other information before you have spoken to the doctor, and this may make you feel anxious or upset
You may find mistakes in your record: in this case, you should contact your practice to inform them
If you think you could be pressured by someone to show them details of your medical history against your will, it might not be in your best interests to sign up for this service

Services

Our service allows you to:

Book a consultation remotely
View your medical records securely, to the extent that is made available by your practice
View and request your repeat medications
Consult with your primary care practitioner without having to attend the practice
Consult with your hospital clinicians or out of hours service, without having to attend
Receive communication from healthcare / life science / research services (who may not be clinicians), if you have already consented to do so or is necessary in a lawful basis

We may make changes to the Services available to you in the form of new functionality or improvements to existing functionality. We may also remove Services at our discretion. Some of these changes may be mandatory - if you do not install the updates it is possible the Services will still cease to be available to you.

About these terms

This document sets out the terms of use for use of our app and our service.

By registering to use our app, you are entering into a legally binding agreement with us based on these terms and with acceptance of our Privacy Policy. If you do not agree to these terms, please refrain from using our app.

Privacy

Any personal information we obtain from your use of the app will be processed in accordance with our Privacy Policy which explains what information we collect and why. By using our Service, you consent to such processing - including sharing of anonymised Personal data and Medical Record data with third parties, as outlined in our Privacy Policy. We ask you to please read the Privacy Policy carefully so that you understand our views and practices regarding your personal data and how we will treat it.

Registering for CareIQ

By registering a CareIQ account (“Account”), you agree and warrant to us that:

You are over the age of 18 and have full authority to enter into these terms
You are setting up CareIQ Patient for your own usage
You are not currently restricted from using our app or service

Using CareIQ

You may use our app only for lawful purposes and to submit information which is accurate and that you are entitled to submit. If you access our service from outside of the UK, you are responsible for ensuring that it is lawful to do so and complying with the laws of the country from which you access the service.

You may not, and you warrant that you will not, use our app in any way that breaches our acceptable use standards (set out below).

Acceptable Use

These acceptable use standards apply to any and all use you make of our app or service, including any information, material or other content which you submit via our app. These standards must be complied with in spirit as well as to the letter. We will determine, in our discretion, whether any use of our app or service breaches these acceptable use standards.

You must not use the app for any unlawful purpose or in any manner inconsistent with these terms, or act fraudulently or maliciously.
You must not send any material during your use of the app or behave in a way that is unlawful, dishonest, threatening, defamatory, obscene, discriminatory or is racially offensive.
You must not send any material which infringes our intellectual property rights or those of any third party.
You must not use our app to reproduce, duplicate, copy or re-sell any part of our app or service.
You should not create a false identity or submit inaccurate, false or misleading information.
You should not knowingly self-enter incorrect medical information, such as vaccination records
You should not knowingly introduce viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful.
You must not attempt to gain unauthorised access to our app, the server on which our app is stored or any server, computer or database connected to our app or service.

Our promises to you

We want to build the best patient facing service to make healthcare more accessible.

So, we promise to:

always deliver the Service in compliance with the law;
maintain all necessary permissions and licences to provide the Service;
use all reasonable commercial efforts to ensure the Service is available to you. Non-availability due to any events caused by third parties or any events outside our reasonable control will not count towards the availability calculation;
monitor our servers for outages and material errors, and notify you if any such event occurs; and
provide support for critical outages and aim to resolve outages promptly.

Third parties

The Service includes information provided by third parties.

For example:

when viewing your medical record, this information will be pulled from your electronic patient record system.

All third party information delivered as part of the Service is provided on an "as is" basis. CareIQ assumes no responsibility for, and expressly disclaims any liability arising from use of or reliance on, third party information.

If you provide information which is used by a third party as part of the Service, we have no responsibility or liability for how that information is used.

Licence

We grant you a limited, non-exclusive, non-transferable and revocable licence to use the Service for the Authorised Use, subject to these Terms and other policies or agreements we provide to you.

We retain ownership and all intellectual property rights in the Service, any modifications, adaptations, or developments to it, and any data derived from your use of the Service. You also assign to us with full title guarantee all intellectual property rights in any feedback, comments or suggestions you may have in connection with the Service, which we may incorporate into the Service.

Availability

Please be aware that CareIQ Patient is provided on a basis and without warranties of any kind. In particular, we make no warranty that CareIQ Patient or our service will meet your specific requirements or expectations or that it will be error free.

Subject to the disclaimer above, we shall use commercially reasonable endeavours to make our service available 24 hours a day, seven days a week, except for planned or unplanned maintenance. We will also do our best to respond to all support queries within 72 hours.

Our liability

The Service is provided on an "as is" basis without any express or implied warranty.

The Service is only provided for personal use.

You are responsible for determining that the Service meets your requirements and we give no assurances that the Service will be fit for purpose.

If we do not follow these Terms, then we will be responsible for any foreseeable loss or damage that you suffer caused by us. In addition, even if we don't follow these Terms, we won't be responsible for any loss or damage that isn't foreseeable. When we say "foreseeable", we mean that:

it was obvious that it would happen; or
at the time we made this agreement, we and you both knew that it might happen.

To the fullest extent permitted by law, we will not be responsible or liable for:

any foreseeable loss or damage;
any loss or damage not caused by our breach;
any business loss (including loss of profits or revenues);
any indirect, incidental, punitive, exemplary, special, or consequential damages;
any loss or damage arising from an inability to access or use the Service, or any inaccuracies in the Service;
any loss or damage arising from suffered by you as a result a failure to follow our instructions or comply with these terms;
any content on the Service, and any loss or damage arising from use of or reliance on such content;
any unauthorised access, use or alteration of your account, transmissions or content, or any virus or malware infecting your device as a result of the Service; and
any delays, delivery failures, or any other loss or damage resulting from use or unavailability of the Service.

To be clear, we do not limit our responsibilities to you where it would not be lawful. For example, we do not limit our responsibility to you when we have caused death or personal injury due to our negligence.

Subject to the above, our aggregate liability for any claims relating to the Service in contract, tort, or otherwise is limited to the sum of £10 per year.

Technology

We work hard to make our Service easy to use and reliable. By using CareIQ, you accept that:

we may change the Service at any time (including making, adding, updating or removing products) and these Terms will apply to any changes;
we may request you install updates - if you fail to install manual updates, you may lose access to the Service or functionality may be impaired;
the Service may be interrupted or subject to errors;
we may modify, suspend or discontinue any part of the Service without notice
parts of the Service rely on third parties (such as electronic patient record systems), so they may be unavailable or interrupted if the third party has a malfunction, maintenance needs or other disruption; and
your use of the Service will be monitored for security, service delivery and audit purposes.

Security

Security is incredibly important to us. We work hard to put best in class security and information governance at the heart of the Service.

safeguard access to your devices where you access CareIQ;
maintain a secure and confidential password / security code / security link for your use of the Service;
not share your login credentials with anyone else; and
inform us immediately if you suspect any unauthorised access to your Account.

Termination

We may suspend or terminate your access to the Service at any time for any reason. We will endeavour to provide you with notice, but we do not have to. You will have no claim against us if we suspend or terminate your Account.

Upon termination, your licence to use CareIQ will immediately end and you agree to stop using the Service. Any rights, remedies, obligations or liabilities that have accrued up to the termination date, including rights relating to your breach of these Terms at or before the termination date, will be unaffected.

You can stop using CareIQ Patient at any time. If you stop using CareIQ Patient, any personal data you provided will be treated in accordance with our Privacy Policy.

General

Changing the Terms

We may revise these Terms at any time. We'll do our best to keep you up to date when we're making changes to these Terms - we don't need to give you any notice beforehand, but we'll try to be reasonable and let you know when we can.

The most recent Terms will always be published on our website. By continuing to access or use CareIQ, you agree to be bound by the most up to date Terms.

If you have any questions about these Terms, please reach out via support@careiq.health.

Rights under the Terms

You cannot transfer or assign your licence or any other rights you have under these Terms to another party. If you try to make any transfer or assignment, it will be void.

We can transfer, assign, or subcontract any of our rights and obligations under these Terms as long as it does not negatively affect the Service to you.

These Terms are only enforceable by us and you, and not by any third party.

Governance

If any provision of these Terms is deemed invalid, that provision will be removed or replaced by a new provision of similar meaning, and the remainder of these Terms will continue in full effect.

We can enforce these Terms at any time. If we do not enforce any right or provision in these Terms, this will not constitute a waiver of the right or provision. If we do grant a waiver of any provision of these Terms, the waiver will be limited to that provision only and we can reverse it at any time.

These Terms are governed by English law.

If you have any dispute with CareIQ, you agree to contact us first and attempt to resolve the issue informally. If we are not able to resolve the dispute with you informally, we both agree it shall be subject to the exclusive jurisdiction of English courts.

Parties

These Terms are a contract between you and CareIQ Limited.

CareIQ LIMITED is registered in England & Wales under company number 12558417

Our registered office is at 103 Cranley Drive, Newbury Park, Ilford, Essex, IG2 6AA.

Compliance

We monitor our Service to ensure compliance with these Terms.

If you suspect any potential breach of these Terms, you should notify us. Upon receiving notification of misuse, we will investigate the issue.

If we identify any violation of these Terms, we reserve the right to remove any content, reverse any actions in the Service and/or suspend or terminate your licence.

We will report any evidence of serious and frequent misuse to relevant authorities and regulators as required.