Terms and conditions

Kidswell Health Limited Terms and Conditions

These terms apply to our Services and should be read together with our privacy policy available at https://kidswellhealth.com/privacy/. The terms may have changed since you last reviewed them. For a list of changes and when they were made, see https://kidswellhealth.com/changes-to-terms/.

Please note in particular the terms set out below which relate to our Services (section 2), how you can place orders (section 3), our costs and payment (section 4), your responsibilities (section 5), your legal right to change your mind (section 6) and our responsibility to you for loss or damage suffered and disclaimers (section 9).

We also wish to draw your attention to the fact that: If you do not agree to these terms, you will not be able to use our Services

1. Who we are

We are Kidswell Health Limited (‘Kidswell Health’) of 771 Finchley Road London, England, NW11 8DN. We are an independent paediatric healthcare service providing parents with fast, convenient access to high-quality, children’s health expertise, both in person and online.

You can contact us at: reception@kidswellhealth.com or 020 3011 1843

2. Our Services

Where to find information about us and our services (the ‘Services’)

You can find everything you need to know about us, Kidswell Health, and our Services on our website (www.kidswellhealth.com) and any other information we supply to you before you receive any Services from us. Our Services cover the following: Consultations with GPs, paediatricians, dietitians, psychologists and a range of other healthcare professionals, pathology, vaccinations, basic procedures and other services as outlined on our website.

Third party providers (the ‘Third Party Providers’). We may recommend for you to undertake further tests or treatment (the ‘Third Party Services’) with Third Party Providers (for example, diagnostic test providers, pharmacies and hospitals).

We can coordinate these Third Party Services for you. We can coordinate these Third Party Services for you and we will pay the Third Party Providers on your behalf and analyse any results with you.

You may be required to enter into a separate contract with Third Party Providers. Please note that we are not responsible for any Third Party Services, and you will need to agree to the Third Party Providers’ terms if you want to proceed.

When you buy Services from us you are agreeing that:

• – We only accept orders following the process set out in section 3 of these terms.
• – Sometimes we reject orders.
• – We charge you when we accept your order for Services.
• – We’re not responsible for delays outside our control.
• – You’re responsible for making sure the information you provide us with is accurate and up to date, and your failure to do so may impact our ability to provide you with Services.
• – If you purchase Services online, you have a legal right to change your mind.
• – You can end an on-going contract with
• – You have rights if there is something wrong with our Services.
• – We can change our Services and these terms.
• – We can suspend supply of our Services in certain situations (and you have rights if we do).
• – We can withdraw our Services in certain situations.
• – We can end our contract with you.
• – We don’t compensate you for all losses caused by us or our Services.
• – We use your personal data as set out in our privacy policy.
• – We will always do our best to resolve disputes.
• – Other important terms apply to our contract with you.

3. Placing an order and its acceptance

Placing your order. Please follow the onscreen prompts to place an order. You may also book with us over the phone, email, via live chat if available or on WhatsApp. Each order is an offer by you to buy the Services specified in the order subject to these terms.

Correcting input errors. Our online order process allows you to check and amend any errors before submitting your order to us. If you are placing an order over the phone, email, via live chat or on WhatsApp, please check all of your details with us before confirming the order. You are responsible for ensuring that your order is complete and accurate.

• – Acknowledging receipt of your order. After you place an order, whether online, over the phone, or on WhatsApp, you will receive an email from us acknowledging that we have received it, but please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described below.

• – If we cannot accept your order. If we are unable to supply you with our Services for any reason, we will inform you of this by email and we will not process your order. If you have already paid for the Services, we will refund you the full amount including any delivery costs charged as soon as possible.

4. Costs and payment

We cannot commence the provision of Services without an authorisation code (if you would like your insurer to cover the costs of your Services). Please see here for a list of the insurers that we work with.

Any Services set out in a Package or Membership must be used within the timeframe set out on our website.

5. Your responsibilities

You are responsible for making sure the information you provide to us is full, accurate, and truthful.

You will need to provide us with certain information for us to provide the Services, including for the purposes of the New Patient Form, any Questionnaires and when ordering other Services. You will need to let us know about any changes to information previously provided. Information that we may need includes personal and medical information about you and anyone on whose behalf you are accessing the Services.

If you do not or cannot provide us with the information we need as described above we may not be able to provide the Services to you. We will not be responsible for providing the Services late or not providing any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it. The same applies if we discover that the information you have provided is incorrect or misleading.

You must inform us without delay of any change in your personal circumstances that may be relevant to any order for Services.

You must use our Services in a fair and reasonable manner. For any free additional services that we offer (such as additional clinic support) or if you are entitled to use our WhatsApp support line as part of your Membership, please ensure that you use these in a fair and reasonable manner. We reserve the right to suspend our provision of any such services to you if we reasonably consider that you are misusing these and/or you may be advised to book an additional appointment with us if necessary.

6. Your legal right to change your mind

If you entered into a contract with us online, over the phone, or on WhatsApp, you have a legal right to change your mind within a 14 day cooling off period.

You have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.

You are responsible for re-scheduling or cancelling Appointments in advance.

If you are unable to make a scheduled Appointment, please re-schedule or cancel this with at least 48 hours’ notice.

If you do not cancel or re-schedule within this timeframe, or do not attend, please note that you may be required to pay our reasonable costs incurred as a result of such cancellation as set out in the section below ‘When and how we refund you’.

Cancelling a Membership or Package. If you have purchased an annual Membership or Package and want to cancel this, you may cancel this on 3 months’ notice and will be refunded for the pro rata amount remaining in the Membership/Package, less any reasonable costs that have incurred from you cancelling your contract with us.

How to let us know. To let us know you want to change your mind, contact us at reception@kidswellhealth.com.

Services already received. You have to pay for Services you received before you change your mind.

7. Our rights

We can change Services and these terms

Changes we can always make. We can always change a Service:

• – to reflect changes in relevant laws and regulatory requirements;
• – to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect the Services being provided to you.

Changes we can only make if we give you notice and an option to terminate.

We can also make the following types of change to these terms, but if we do so we’ll notify you and you can then contact us at reception@kidswellhealth.com to end the contract before the change takes effect and receive a refund for any Services you’ve paid for in advance but not received (with a pro rata refund applicable for any refund due to changes in Memberships or Packages):

• – Changes to our Memberships;
• – Changes to our Packages

We can suspend the supply of a Service. We do this to:

• – deal with technical problems or make minor technical changes;
• – update the Services to reflect changes in relevant laws and regulatory requirements; or
• – make changes to the Services.

We can withdraw Services. We can stop providing an ongoing Service. We will let you know with as much advance notice as possible and we will refund any sums you’ve paid in advance for Services which won’t be provided.

We own the intellectual property rights in any material that we send to you. Any information that we send you is owned by Kidswell and you are not entitled to reproduce or copy this.

We’re not responsible for delays outside our control. If our provision of the Services is delayed by an event outside our control, such as floods, droughts, earthquakes or other natural disaster, epidemics, pandemics, terrorist attacks, civil wars, fire, explosion or accident, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact us at reception@kidswellhealth.com to end the contract and receive a refund for any Services you have paid for in advance, but not received, less reasonable costs we have already incurred.

We do not guarantee that the same healthcare professional will work with you for all Services. Please note that we try and ensure continuity of care, but we cannot guarantee this and it may not always be possible.

8. Termination of our contract with you and consequences

We can end our contract with you if:

• – you don’t make any payment to us when it’s due and you still don’t make payment within 14 days of our reminding you that payment is due.
• – you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the Services, or the information you have provided is untruthful.
• – you seriously (as determined by us) or repeatedly breach any of these terms, including but not limited to, if you do not make any payment to us in accordance with these terms.

You may cancel your order for Services at any time but may incur costs. You may cancel a part of or all of the Services you have at any time by contacting us at reception@kidswellhealth.com. In the event that you cancel your Services at short notice or on a continual basis, we reserve the right to retain the reasonable costs that we have incurred for Services already supplied or a as a result of your cancellation.

You may also cancel the contract for Services for the following reasons:

• – if the Services are misdescribed.
• – we have told you about an upcoming change to the Services or these terms which you do not agree to.
• – we have told you about an error in the price or description of the Services you have ordered and you do not wish to proceed.
• – there is a risk that supply of the Services may be significantly delayed because of events outside our control.
• – you have a legal right to end the contract because of something we have done wrong.

In such circumstances, we will refund any sums you have paid in advance for Services which will not be provided.

9. Our responsibility for loss or damage suffered by you and disclaimers

We do not compensate you for all losses caused by us or our Services.

We are responsible for losses you suffer caused by us breaking our contract with you, unless the loss is:

• – Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• – Caused by a delaying event outside our control.
• – Something you could have avoided by taking reasonable action (for example, if you misuse any of our Services).

To the fullest extent permitted by law we make no warranty that our email communication in relation to the Services will meet your requirements or be uninterrupted, 100% secure or error-free, or that defects, if any, will be corrected. We are not responsible for transmission errors or any corruption or compromise of data carried over local or interchange telecommunication carriers.

We are not responsible if you are unable to access a virtual appointment due to any issues outside of our control, such as your internet connection or faulty components in any device that you use to connect to such an appointment.

Our complaints policy. We welcome feedback about our services and take all complaints received extremely seriously. You can read our complaints policy here: https://kidswellhealth.com/complaints-and-feedback/

If you have a specific complaint that you would like to discuss, please email complaints@kidswellhealth.com.

These acceptable use standards apply to any material you upload or share to our site or generate on our site (User Content), including our electronic health record system. They also apply to links to our site, and any other ways you use our site.

You must comply with these standards in spirit as well as to the letter.

Kidswell Health will determine, in its discretion, whether any User Content or your use of our site breaches these acceptable use standards.

You may not use our site:

• – In any way that breaches any local, national or international law or regulation.
• – In any way that is unlawful or fraudulent or has any unlawful or fraudulent purpose or effect.
• – For the purpose of harming or attempting to harm minors in any way.
• – To bully, insult, intimidate or humiliate any person.
• – To send, knowingly receive, upload, download, share, post, use or re-use any material which does not comply with our content standards.
• – To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
• – To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

10. Other important terms that apply to our contract

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

We use your personal data as set out in our Privacy Notice. How we use any personal data you give us is set out in our Privacy Notice: https://kidswellhealth.com/privacy/.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

Please contact us at reception@kidswellhealth.com for more information.