Terms & Conditions

Part A - Website Terms & Conditions

The following terms govern your use of the Cha2GP Ltd website. Use of our app is subject to the separate App & Service Terms below.

1. Introduction

This website is owned and operated by Cha2GP Ltd. Our company information is at the end of this document.

Please read these terms and conditions carefully. They replace any previous versions. Please print or save these terms for future use as we cannot guarantee that they will remain accessible on our website in future. They are available in English only.

These terms and conditions are a contract between you and us covering use of our website.

Where we refer to "Consumer" below we mean an individual acting for purposes which are wholly or mainly outside that person's trade, business, craft or profession.

2. Changing These Terms

We may change these terms and conditions by posting the revised version on our website at any time. Please check our website from time to time. You will be bound by the new terms if you continue to use our website after the effective date shown.

3. Acceptable Use

You agree not to do any of the following in connection with our website:

• Break the law or infringe anyone else's rights
• Use our website to help you compete with us or to infringe our rights
• Use the service for any commercial purpose
• Disrupt our website, e.g., spam, viruses or phishing
• Interfere with or damage our website or gain unauthorised access to any part of our system, data, passwords or otherwise
• Intercept or modify communications
• Impose an unreasonable load on our website
• Get around any security features including those designed to stop copying of content
• Attempt, encourage or assist any of the above

4. Content on Our Site

We do not guarantee that any general guidance or similar information that we may make available on our website is accurate, up to date, or relevant to you. You rely on it at your own risk.

We are allowed (without telling you) to reject, suspend, alter, remove or delete content for any reason and to disclose to the police or other relevant authorities or to a complainant any content or behaviour provided we are legally permitted to do so.

5. Third-Party Links & Advertising

We may display other peoples' services, advertising and/or links to other websites. We do not recommend or endorse, nor are we legally responsible for, any of these. You use them at your own risk.

6. Limitations of Liability

Nothing in this agreement in any way limits or excludes our liability for negligence causing death or personal injury or for fraudulent misrepresentation or for anything which may not legally be excluded or limited.

If You Are a Consumer

We are not responsible for any loss or damage where:

• There is no breach of a legal duty owed to you by us
• Such loss or damage was not reasonably foreseeable
• Such loss or damage is your fault, for example by not complying with this agreement
• Such loss or damage relates to a business

If you are a Consumer, you will be responsible to us for any reasonably foreseeable loss or damage we suffer (including claims made by other people) resulting from your breach of this agreement.

If You Are a Business

In no event (including our own negligence) will we be liable for any economic losses (including loss of revenues, profits, contracts, business or anticipated savings), loss of goodwill or reputation, special, indirect or consequential losses, or damage to or loss of data.

You will indemnify us against all claims and liabilities directly or indirectly related to your use of the website and/or breach of this agreement. To the extent allowed by law, you and we exclude all terms not expressly stated in this agreement.

7. Intellectual Property

The intellectual property rights in all material used on or in connection with our website are owned by us or our suppliers, partners or other users. For your personal non-commercial use only, you may view such material on your device. You must not otherwise use such material without our specific prior written consent.

You must not collect, scrape, harvest, frame or deep-link to any information on our website without our specific prior written consent.

8. Website Availability

We do not guarantee that our website will be uninterrupted or error-free and we are not responsible for any losses arising from such errors or interruptions. We are entitled, without notice and without liability, to suspend the website for repair, maintenance, improvement or other technical reason and to make changes to our website.

9. Force Majeure

We are not liable for failure to perform or delay in performing any obligation under this agreement if the failure or delay is caused by any circumstances beyond our reasonable control including third party telecommunication failures and epidemics/pandemics.

10. Your Personal Information

You agree that we can deal with your personal information in accordance with our Privacy Policy, which may change from time to time.

11. Governing Law

These terms and conditions are covered by English law and any disputes will be decided only by the courts of the United Kingdom. If you are a Consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident.

12. General

We may send all notices under this agreement by email to the most recent email address you have given us. Headings used in this agreement are for information and not binding. If any part of this agreement is ineffective or unenforceable, the rest of the agreement will still apply. We may transfer this agreement to someone else but this will not affect your rights or obligations. A person who is not a party to this agreement can't enforce it unless the agreement says otherwise.

13. Complaints

If you have any complaints, please visit our Complaints Policy page or contact us via the details at the end of this document.

Part B - App & Service Terms and Conditions

The following terms apply to your use of the Cha2GP Ltd mobile application and advisory services. By downloading our web app, you enter into a legal contract with us and agree to these terms.

1. Who We Are

We are Cha2GP Ltd. Our company information is at the end of this document.

2. About These Terms

These are our terms and conditions which apply to our Service (explained below). They're available in English only. Please read the entire document carefully and contact us if anything is unclear. Please save a copy as we don't file a copy specifically for the transaction with you.

3. Emergencies

4. Definitions

The following terms have specific meanings wherever they appear with a capital letter in this document:

• "ACP" - Advanced care practitioner (such as a nurse, paramedic or pharmacist).
• "Advisory Service" - Our medical advice and related services.
• "App" - The Cha2GP mobile application.
• "Clinician" - An ACP or GP.
• "Content" - All information of whatever kind displayed, stored or sent on or via our Service.
• "Service" - Our App and Advisory Services.
• "Store" - The app distributor from which you download the App (e.g., Apple App Store, Google Play).
• "User" - People or organisations using our Service (whether or not registered with us).

5. Entering a Contract

By downloading our App, you enter into a legal contract with us to use our Service.

These terms and conditions are an "end user licence agreement" between you and us (not the Store) in relation to our App. You also agree to be legally bound by the Store Rules.

Please note that there is no legal right to cancel the contract ("cooling off") because our Service involves the supply of digital content.

6. Changes to These Terms

We may change these terms and conditions by giving you at least 14 days' notice. We will notify you by posting the new version on our website and, if the changes are important, by email, SMS and/or in-app message.

The new terms will apply to any appointments that you book after the effective date of the change. If you don't agree to the new terms, you should end this contract before the new terms take effect.

7. Your Right to Use Our Service

We grant you a limited personal non-transferable right to use our App on any applicable device owned or controlled by you, subject to these terms and conditions and, where applicable, the Store Rules.

You must not register for our Service if:

• You are based outside of the United Kingdom at the time of your appointment
• You are below 16 years of age (unless you have the consent of, and only use the Service under the supervision of, your parent or guardian)

8. Your Appointment

Booking Your Appointment

We do not promise that your appointment will be with any particular Clinician, unless expressly stated for a specific service. For certain specialist pathways, including menopause services, we may aim to provide continuity of care, but this is not guaranteed.

We are entitled to cancel your appointment if you fail our identification check. This will be without refund if (a) there are repeated failures and we think you have behaved unreasonably or (b) you fail a visual ID check during the appointment.

Cancelling or Changing Appointments

You may cancel your booking at any time. A full refund will apply unless you cancel within 1 hour of the scheduled start time, in which case you will be charged in full.

We are entitled to rearrange any appointment if there are exceptional circumstances, e.g., illness. We will provide a full refund if we are unable to offer or agree a rescheduled appointment.

Attending Your Appointment

All video appointments take place via the portal via a link sent to your email. Please enter the waiting room and follow the instructions on our web app. All telephone appointments will happen via cybersecure recorded conversations via VOIP service.

You are responsible for ensuring that you have appropriate connectivity. You must arrive on time - we allow a leeway of 10 minutes. If you arrive more than 5 minutes late, we are entitled to proceed as if you cancelled the appointment.

Appointments vary based on the types of services available unless otherwise stated. We are entitled to charge extra if the appointment overruns (unless we are at fault). Appointments may be limited to one medical issue only unless otherwise stated.

Behaviour During Appointments

You agree to behave in a reasonable and civilised manner and not engage in any dangerous, disruptive, unlawful, abusive, aggressive, threatening, drunken, antisocial or other inappropriate behaviour. We reserve the right to immediately end any appointment in breach of these terms, without refund.

Booking for Someone Else

If you book for someone else, you agree to ensure that they comply with these terms. You are responsible if they don't.

9. Our Advisory Service

We agree to provide our Advisory Service with reasonable skill and care.

You accept that our Advisory Service has certain limitations. For example, it is not suitable for advice on conditions that require face-to-face consultations and for certain complex/chronic conditions.

It is entirely in our Clinician's discretion whether to issue a referral letter or a sick/fit note. Please note, sick notes cannot be used for social security or statutory pay purposes.

Learn more about our services on our Service Information page.

10. Behaviour When Using Our Service

You agree not to do any of the following in connection with our Service:

• Break the law or infringe anyone else's rights
• Send unlawful, infringing or otherwise inappropriate Content
• Victimise or harass other people
• Use offensive, obscene, abusive, discriminatory or other inappropriate language or images
• Deceive or mislead anyone
• Make recordings or screenshots of audio/video interactions without our prior written consent
• Impersonate anyone
• Use our Service to compete with us or to infringe our rights
• Disrupt our Service, e.g., spam, viruses or phishing
• Deliberately exploit any bugs found within our Service
• Attempt, encourage or assist any of the above

You agree to comply with the guidance/requirements on our Service and ensure that any contact or other information you supply is accurate and not misleading.

11. Your Content

You are responsible for your Content. You agree that you have (and will keep) all rights needed to enable us to use your Content as contemplated by the Service and these terms and conditions.

We are entitled to reject, suspend, alter, remove or delete Content or to disclose to the police or other relevant authorities any Content or behaviour if it breaches our terms or where required by law.

It is your responsibility to make your own frequent backups of Content. Uninstalling the App may result in deletion of all Content on your device.

12. Your Account

Unless otherwise specifically stated on our Service, your account is for your personal use only. You must not allow any other person to use your account. You agree to take reasonable care to keep your login information confidential and to tell us immediately of any apparent breach of security such as loss or misuse of a password.

13. Payments

Payment is in advance. Prices and payment methods are as explained on our Service.

Certain services may be chargeable in addition to the appointment fee itself (for example, to issue sick/fit notes or referral letters). If so, you agree to pay the relevant fee during the appointment. If you do not, we are not required to issue the document.

We may offer discount codes from time to time. Such codes may only be applied to the account for which they were offered, are non-transferable and not redeemable for cash. Unless otherwise stated, codes: (1) are only for future new orders placed online; (2) cannot be used retrospectively; (3) can only be redeemed once per customer; and (4) expire after 12 months.

Referral rewards are only available when the referred patient is a new customer of Cha2GP Ltd and has not previously made a booking.

Cancellation and Refunds

Where you purchase a one-off service, you have the right to cancel within 14 days under applicable consumer law. However, by completing your purchase, you expressly request that we begin providing the service immediately. You acknowledge that the service starts immediately upon purchase, and you may lose your right to cancel once the service has been fully performed.

Refund Policy

If you have not booked or used the service, you may request a full refund within 12 hours of purchase or more than 1 hour before the appointment. After 12 hours or within 1 hour of appointment, no refund will be provided except where required by law. This does not affect your statutory rights.

14. Support

The Service includes support only if we specifically say so within the Service and, if so, by the specified contact methods. The Store has no obligation to supply any maintenance and support services in relation to the App.

15. Ending or Suspending This Contract

You are entitled to end this contract at any time by deleting your account within the App and uninstalling the App from all of your devices. This does not entitle you to a refund.

We are entitled to end this contract or suspend part or all of our Service if: you break this contract; you become insolvent; any fees payable by you are unpaid or unjustifiably charged back; we think it is necessary to protect you, us or others; we are required to do so by law; or you act inappropriately towards us or our staff.

If this contract ends: your right to use our Service and all licences are terminated; we are allowed to delete your Content without telling you; and existing rights and liabilities are unaffected.

16. Service Availability

We do not guarantee that the Service will be uninterrupted or error-free. We are entitled without notice and without liability to suspend the Service for repair, maintenance, improvement or other technical reason. You acknowledge the risks inherent in use of the Internet or other technology for the purpose of the Service.

17. Limitations of Liability (Service)

Nothing in this agreement limits or excludes our liability for negligence causing death or personal injury or for fraud or fraudulent misrepresentation or for anything which may not legally be excluded or limited.

We shall not be liable for any loss or damage where: there is no breach of a legal duty owed to you by us; such loss or damage was not reasonably foreseeable; such loss or damage is your fault; or such loss or damage relates to a business of yours.

You will be responsible to us for any reasonably foreseeable loss or damage we suffer (including claims made by other people) resulting from your breach of this agreement or misuse of our Service.

18. Intellectual Property (Service)

We and/or our partners own the intellectual property in all Content used on or in connection with our Service. You may view such material on your device for your personal, private and non-commercial use only. You must not otherwise use such material without our specific prior written consent.

You must not collect, scrape, harvest, frame or deep-link to any Content on our Service without our specific prior written consent.

You must not reverse-engineer or decompile any of our software. You must not alter, create a derivative version of, or distribute our software to third parties.

19. Your Personal Information (Service)

You agree that we can deal with your personal information in accordance with our Privacy Policy. Your data is protected under UK GDPR and the Data Protection Act 2018.

20. Force Majeure (Service)

We are not liable for failure to perform or delay in performing any obligation under this agreement if the failure or delay is caused by any circumstances beyond our reasonable control including third party telecommunication failures and epidemics/pandemics.

21. Transfer of Contract

We may transfer all or part of our rights or duties under this agreement provided we take reasonable steps to ensure that your rights under this agreement are not prejudiced. As this agreement is personal to you, you may not transfer any of your rights or duties under it without our prior written consent.

22. Governing Law (Service)

This contract is under English law and any disputes will be decided only by the English courts.

23. General (Service)

We may send all notices under this agreement by email to the most recent email address you have given us. Headings used in this agreement are for information and not binding. If any part of this agreement is ineffective or unenforceable, the rest of the agreement will still apply. A person who is not a party to this agreement can't enforce it unless the agreement says otherwise. The parties are independent contractors.

24. Complaints (Service)

If you have any complaints about our Service, please visit our Complaints Policy page or contact us via the details below.

Company Information