MEDIPARTNER LTD TERMS AND CONDITIONS

September 2026   Version 1.4

These Terms explain the basis on which Medipartner provides access to Services, including the healthcare information, support and third-party services described in Schedule 1.

1 Introduction

1.1 These Terms form the contract between MEDIPARTNER LTD (company number 12823291), whose registered office is at Westhill House, 1st Floor, Devonshire Road, Bexleyheath, England, DA6 8DS (Medipartner, we, us or our), and the applicant for Membership (you or your).

1.2 Please read these Terms before accepting Membership. When we issue your Membership Confirmation, you agree to be bound by these Terms.

1.3 Please pay particular attention to clause 10, which explains our liability to you. Nothing in these Terms affects rights that the law gives you as a consumer.

1.4 Please check that your Membership Confirmation and these Terms accurately reflect the information provided to you and the Member Benefits you expect to receive. Contact us promptly if you believe anything is incorrect.

1.5 Where these Terms require notice in writing, you may email us using the contact details in clause 15. We may contact you by email, by hand or by post using the details you supplied when applying for Membership, as updated by you from time to time.

2 Definitions

In these Terms, the following words have the meanings set out below.

3 Conditions of Membership

3.1 These Terms become binding when we issue your Membership Confirmation. A contract comes into existence between you and us at that point.

3.2 To qualify for Membership, you must be at least 18 years old, be permanently resident in the United Kingdom and provide complete, current and accurate information when applying, including your name, postal address, email address, date of birth and telephone number.

3.3 You must keep your UID and Portal credentials secure and must not allow anyone else to use them. Where a Member Benefit is expressly available to an immediate family member living at your address, that person must access the benefit in accordance with our instructions and any applicable provider terms.

3.4 We may refuse or cancel Membership if you cease to meet the eligibility requirements, provide materially false or misleading information, misuse the Member Benefits or commit a material breach of these Terms. Where the breach can be remedied, we will normally give you a reasonable opportunity to remedy it before cancellation.

3.5 Member Benefits are for reasonable personal use. If your use appears excessive or inconsistent with these Terms, we may contact you to discuss it. We will not charge an additional fee unless the amount or basis of that fee has been explained to you and you have expressly agreed to it. We may restrict or cancel access for continued misuse after reasonable notice, unless immediate action is reasonably necessary to protect members, providers or our systems.

4 Membership Fees

4.1 Where you pay Membership Fees directly, the amount, payment frequency and payment method will be provided to you before Membership starts. You are responsible for keeping your payment details current.

4.2 Where Membership is provided through a Group Scheme, the sponsoring organisation is responsible for paying the Membership Fees unless you agree to take over payment under clause 11.3.

4.3 We will not introduce or increase a fee payable by you during a paid period without giving reasonable advance notice and explaining your right to cancel before the change takes effect.

5 Membership Benefits

5.1 Your Member Benefits are described in Schedule 1 and in your Membership Confirmation or Digital Welcome Pack.

5.2 We may change a Member Benefit where reasonably necessary because of a change in law, regulation, clinical guidance, technology, security, availability of a third-party provider or the way the service is delivered. We will give at least 30 days' notice of a material change where reasonably practicable, explain its practical effect and allow you to cancel under clause 11 before a materially adverse change takes effect. We may make urgent changes without advance notice where necessary for legal, regulatory, clinical or security reasons, but will notify you as soon as reasonably practicable.

6 Third Party Services

6.1 Third-Party Services are described in Schedule 1. The relevant provider may require you to accept its own terms and privacy information before using its service.

6.2 An independent provider is responsible for the clinical or other service it supplies. We remain responsible for our own obligations under these Terms, including exercising reasonable care and skill when arranging access to a Third-Party Service. Nothing in this clause excludes or limits liability that cannot lawfully be excluded or limited.

7 Membership Term and Renewal

7.1 Membership begins on the date of Membership Confirmation. Unless cancelled under clause 3.4 or clause 11, it continues for an initial period of 12 months and automatically renews for further 12-month periods. Your right to cancel on one calendar month's notice under clause 11.2 applies throughout the Membership.

8 Data Protection and Personal Data

8.1 We will process personal data needed to administer Membership and provide the Member Benefits in accordance with applicable data protection law, including the UK GDPR and the Data Protection Act 2018. Further information is provided in our Privacy Notice at https://medipartner.co.uk/privacy-policy/.

8.2 We may share personal data with service providers and Third-Party Service providers where necessary to administer Membership, provide a requested benefit, comply with the law or protect our legitimate interests. Further details, including the applicable lawful bases and your rights, are set out in our Privacy Notice.

8.3 We will use your contact details to communicate with you about Membership and the Member Benefits. Service messages are separate from marketing messages.

8.4 You may withdraw consent to direct marketing at any time by using the unsubscribe facility in a marketing message or by contacting us. Withdrawing from marketing will not stop essential service communications.

9 General Terms

9.1 Each clause operates separately. If a court or competent authority finds any part unlawful or unenforceable, the remaining provisions will continue in effect.

9.2 We are not responsible for delay or failure caused by circumstances beyond our reasonable control. We will notify you as soon as reasonably practicable, take reasonable steps to reduce the effect and resume the affected Member Benefits when possible. If a material interruption continues for more than 14 days, you may cancel Membership immediately and, where you pay us directly, receive a proportionate refund for any prepaid period after cancellation.

9.3 We may transfer our rights and obligations under these Terms to another organisation. We will notify you in writing, and the transfer will not reduce your rights under these Terms. You may not transfer your Membership to another person.

9.4 If we delay enforcing these Terms, we may still enforce them later. A waiver on one occasion is not a waiver on another occasion.

9.5 Nothing in these Terms excludes or limits your statutory rights as a consumer.

10 Our Liability to You

10.1 Information made available as a Member Benefit may include content or data supplied by researchers and other third parties. We take reasonable care when selecting and presenting that information, but it is general information and may not be complete or suitable for your individual circumstances. It is not a substitute for advice from an appropriately qualified healthcare professional.

10.2 If we breach these Terms or fail to use reasonable care and skill, we are responsible for loss or damage that is a foreseeable result. Loss or damage is foreseeable if it is an obvious consequence of the breach or was contemplated by you and us when the contract was made.

10.3 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation; breach of any statutory right or duty that cannot lawfully be excluded or limited; or any other liability that the law does not allow us to exclude or limit.

10.4 Subject to clauses 10.2 and 10.3, we are not responsible for loss caused by information you provide that is inaccurate or incomplete; your failure to follow reasonable instructions or keep login details secure; an interruption to the Portal outside our reasonable control where we have taken reasonable steps to restore access; or the independent acts or omissions of a Third-Party Service provider. This does not exclude our responsibility for our own breach, negligence or failure to exercise reasonable care and skill.

10.5 We provide Membership for personal and domestic use. We are not responsible for business losses, including loss of profit, revenue, business opportunity or goodwill.

11 Cancellation

11.1 If you enter into Membership at a distance and pay Membership Fees directly to us, you may cancel within 14 days after the contract is made. We will refund payments received, subject to any lawful deduction for services supplied during the cancellation period at your express request. If a service has been fully performed during that period after your express request and acknowledgement, the statutory right to cancel that service may end. This clause does not affect any longer cancellation right stated in your Membership Confirmation.

11.2 You may cancel Membership at any time by giving us one calendar month's written notice. You may withdraw that notice before the cancellation takes effect. Member Benefits remain available during the notice period, provided any Membership Fees due are paid.

11.3 If a Group Scheme sponsor or other payer tells us that it will stop paying for your Membership, we will tell you when sponsored Membership is due to end. We may offer you the option to continue Membership by paying the Membership Fees yourself. If you do not accept the offer and arrange payment within the stated period, which will be at least 14 days, Membership will end on the date notified.

11.4 Where you are responsible for payment, we may suspend or cancel Membership if an amount remains unpaid for more than 14 days after we notify you that payment is overdue and give you a reasonable opportunity to pay.

11.5 On cancellation, access to the Portal and Member Benefits will end on the effective cancellation date. Any refund due will be made using the original payment method unless otherwise agreed.

12 Changes to These Terms

12.1 We may change these Terms where reasonably necessary to reflect changes in the Member Benefits, law, regulation, clinical guidance, technology, security requirements or our business operations. We will give at least 30 days' notice of a material change where reasonably practicable, explain its practical effect and tell you when it will take effect. You may cancel under clause 11 before a materially adverse change takes effect.

12.2 We may make an urgent change without advance notice where necessary for legal, regulatory, clinical or security reasons. We will notify you as soon as reasonably practicable and, where the change is materially adverse, explain any cancellation or refund right that applies.

13 Rights of Third Parties

13.1 No person other than you or us, and our respective permitted successors and assignees, may enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

14 Governing Law and Courts

14.1 These Terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you retain the benefit of any mandatory protections given by the law of the country in which you live.

14.2 You may bring proceedings in the courts of the part of the United Kingdom in which you live. We may bring proceedings against you only in the courts of the part of the United Kingdom in which you live, except where the law permits otherwise.

15 Contact and Complaints

15.1 If you have a query, wish to give notice under these Terms or want to make a complaint, contact us at complaints@medipartner.co.uk. Please provide enough information for us to identify your Membership and understand the issue.

15.2 We will acknowledge and investigate complaints within a reasonable time, keep you informed and explain our response. We may ask for further information where needed.

15.3 Advice about consumer rights is available from Citizens Advice or your local Trading Standards service. Nothing in this complaints process affects your statutory rights or your right to seek another remedy.

SCHEDULE 1

Member Benefits

Membership provides healthcare information, support and guidance to help you navigate healthcare services. It may cover conditions including cancer, musculoskeletal conditions, diabetes, cardiovascular conditions and respiratory conditions. The service does not diagnose or treat conditions unless expressly stated as part of a Third-Party Service delivered by an appropriately qualified provider.

Medical emergencies. The services are not emergency services. If you think you or someone else has a life-threatening illness or injury, call 999 or 112 or go to the nearest accident and emergency department. For urgent medical help that is not life-threatening, use NHS 111 where available or contact an appropriate healthcare professional.

1 Portal

The Portal provides access to available Member Benefits. We will issue a UID or other login details. You must keep those details secure. The health-related tools available through the Portal may change in accordance with clause 5.

2 Health Risk Questionnaire

The Portal may provide a questionnaire about your health, lifestyle and family history. The questionnaire provides general information and signposting; it is not a diagnosis or a substitute for professional medical advice.

3 Third Party Services

3.1 NHS 111 Online Symptom Checker

Members may be given access or a link to the NHS 111 online symptom checker, together with additional signposting options. You should follow any urgent or emergency instruction given by NHS 111.

3.2 Nurse Champion Service

Members may have access to a Nurse Champion who can provide information, support and guidance and help you navigate relevant healthcare pathways. The Nurse Champion may signpost you to a Third-Party Service where, following discussion or assessment, that appears appropriate. The service is not an emergency service and does not replace care from your GP or another treating clinician.

3.3 Online Remote GP Service

Members may have access to an online GP Service. The GP provider may require you to register and accept its terms and privacy information before the consultation. Where the consultation forms part of your Member Benefits, its standard cost is included unless you are clearly told otherwise and agree before incurring a charge.

3.4 Physiotherapy Triage and Support

Members may have access to online physiotherapy triage and support for musculoskeletal symptoms, including assessment, signposting and a self-management programme.

Available features may include access through a compatible device during the provider's stated service hours, an online assessment, a personalised self-management programme, chat with a physiotherapy professional subject to availability, and progress tracking.