CP NURSING TERMS AND CONDITIONS

Telephone healthcare navigation and support service

September 2026   Version 2.0

These Terms explain the basis on which CP Nursing provides telephone healthcare navigation and support. Please read them before using the Service. They should be read with the CP Nursing Privacy Notice and any service information supplied by the organisation that arranged your access.

1 About CP Nursing and These Terms

1.1 CP Nursing is a trading style of HPD HEALTH SOLUTIONS LTD, a company registered in England and Wales under company number 12545489. Our registered office is Westhill House 2b Devonshire Road, Accounting Freedom, Bexleyheath, England, DA6 8DS. In these Terms, CP Nursing, we, us and our mean HPD Health Solutions Ltd.

1.2 These Terms form a contract between us and the individual who uses the Service, referred to as you or the User. The contract begins when you accept these Terms and we confirm or provide access to the Service.

1.3 An insurer, employer or other organisation may arrange and fund your access under a separate agreement with us. These Terms govern your personal use of the Service and do not replace that separate commercial agreement.

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

2 Definitions

3 Scope of the Service

3.1 The Service helps you understand and navigate available healthcare pathways, including NHS, private medical insurance and self-pay options. It may include general information, discussion of your needs, signposting, details of potentially relevant Providers and help making contact with a Provider.

3.2 We may give you information about more than one Provider, including matters such as location, apparent availability and area of practice. Unless we expressly tell you otherwise, this is information and signposting rather than a personal recommendation or endorsement. You remain responsible for deciding whether to contact or use a Provider.

3.3 Provider information may come from the Provider or from public and commercial sources. We use reasonable care when compiling and communicating it, but availability, personnel, charges, qualifications and services can change. You should confirm information that is important to your decision directly with the Provider.

3.4 We may facilitate communication or pass an enquiry to a Provider with your authority. Any consultation, investigation, treatment or other service supplied by a Provider is governed by a separate contract between you and that Provider. We are not a party to that contract unless expressly agreed in writing.

3.5 The Service normally carries no direct charge to you because access is arranged by a Business Client. If any CP Nursing service will require payment by you, we will provide the price and any additional terms and obtain your agreement before you incur a charge. A Provider may charge separately for its services and must explain its charges to you.

4 Medical Limitations and Emergencies

4.1 The Nurse Team provides healthcare navigation, general information and support. Unless expressly stated for a particular service, CP Nursing does not diagnose a condition, prescribe treatment, replace your GP or treating clinician, or provide emergency care.

4.2 Information supplied through the Service is not a substitute for a medical consultation or examination and must not be used on its own to start, stop or change treatment or medication.

4.3 If you think you or another person 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, contact NHS 111 where available, your GP or another appropriate healthcare professional.

4.4 You should give the Nurse Team and any Provider complete and accurate information relevant to the support or care requested. If your symptoms change or worsen, seek appropriate medical advice promptly.

5 Eligibility and Access

5.1 The Service is available only to people aged 18 or over unless we expressly agree that an adult User may arrange support for a child or another eligible family member under the relevant scheme.

5.2 You must provide current and accurate identity and contact information and any information reasonably needed to confirm eligibility. You must tell us if relevant information changes.

5.3 Access is personal to the eligible User. You must not impersonate another person, give another person access to confidential communications, misuse the Service or use it unlawfully.

5.4 The Business Client may apply separate eligibility rules. Access may end if you cease to qualify under its scheme, even if you have not breached these Terms.

6 Your Responsibilities

6.1 You must communicate respectfully with our staff and Providers and must not submit material that is unlawful, threatening, abusive, defamatory, misleading, infringing or malicious.

6.2 You are responsible for decisions you make after receiving general information, subject to our responsibility to perform the Service with reasonable care and skill. You should obtain professional advice where appropriate.

6.3 You are responsible for attending or cancelling appointments made with a Provider and for complying with the Provider's terms. A Provider may charge for missed or late-cancelled appointments if its terms allow this and it disclosed the charge to you.

6.4 If your deliberate misuse of the Service causes us a direct and reasonably foreseeable loss, we may seek recovery where permitted by law. Nothing in this clause requires a consumer to indemnify us for matters outside the consumer's control or for loss caused by our own breach or negligence.

7 Personal Data and Confidentiality

7.1 We process personal data, including health information, as explained in the CP Nursing Privacy Notice. The notice describes our role, lawful bases, sharing arrangements, retention periods and your data protection rights.

7.2 You may ask us to exercise a data protection right by emailing dataprotection@hpdhealthsolutions.com Rights such as erasure are not absolute. We may retain information where required for healthcare, safeguarding, legal, regulatory, professional or claims-related purposes.

7.3 We take reasonable steps to protect confidentiality. We may disclose information where you authorise us, where necessary to provide the requested Service, or where disclosure is required or permitted by law, including where necessary to protect someone from serious harm.

8 Availability and Service Changes

8.1 We aim to make the Service available during the hours communicated to you, but we do not guarantee uninterrupted or immediate availability. Telephone, internet, system or Provider disruption may affect delivery.

8.2 We may make reasonable changes to the Service because of changes in law, regulation, clinical guidance, technology, security, Provider availability or the arrangements agreed with a Business Client. We will explain a material change and its practical effect where reasonably practicable.

8.3 We may temporarily suspend all or part of the Service where reasonably necessary for maintenance, security, patient safety, legal or regulatory compliance, or circumstances beyond our reasonable control. We will seek to restore the Service as soon as reasonably practicable.

9 Suspension and Ending Access

9.1 You may stop using the Service at any time. You can ask us to close an account or cancel an open request by contacting nurseteam@hpdhealthsolutions.com This does not require us to erase records that we are entitled or required to retain.

9.2 We may suspend or end access if you cease to be eligible, materially breach these Terms, misuse the Service, behave abusively, create a safety or security risk, or if the Business Client ends or changes the applicable scheme.

9.3 Where a breach can be remedied, we will normally give you a reasonable opportunity to remedy it before ending access. We may act immediately where reasonably necessary to protect a person, confidential information, systems or legal and regulatory compliance.

9.4 Ending access does not affect rights or liabilities that arose before access ended. Clauses concerning personal data, liability, complaints and governing law continue where relevant.

10 Our Responsibility to You

10.1 We will provide the Service with reasonable care and skill. If we breach these Terms or are negligent, we are responsible for loss or damage that is a foreseeable result. Loss or damage is foreseeable if it is an obvious consequence or was contemplated by you and us when the contract was made.

10.2 We are responsible for taking reasonable care when compiling information and facilitating access. We are not responsible for a Provider's independent clinical judgment, acts, omissions, availability, charges or performance, except to the extent that loss was caused by our own breach or negligence.

10.3 We are not responsible for loss caused by inaccurate or incomplete information supplied by you or another person, your failure to follow an urgent or emergency instruction, or events outside our reasonable control where we have taken reasonable steps to reduce the effect.

10.4 The Service is supplied for personal and domestic use. We are not responsible for business losses, including loss of profit, revenue, opportunity or goodwill.

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

11 Circumstances Beyond Our Control

11.1 We are not responsible for delay or failure caused by circumstances beyond our reasonable control, including telecommunications failure, cyber incident, utility failure, industrial action, epidemic, natural event or Provider disruption. We will take reasonable steps to reduce the effect and resume the affected Service when possible.

12 Changes to These Terms

12.1 We may change these Terms where reasonably necessary to reflect changes in the Service, law, regulation, clinical guidance, technology, security requirements or Business Client arrangements.

12.2 We will give reasonable advance notice of a material change where practicable and explain when it takes effect. We may make an urgent change immediately for legal, regulatory, clinical or security reasons and will notify you as soon as reasonably practicable.

12.3 A change will not apply retrospectively. If you do not agree to a change, you may stop using the affected Service before it takes effect.

13 Complaints and Contact

13.1 For service enquiries, cancellation requests or complaints, email nurseteam@hpdhealthsolutions.com Please provide enough information for us to identify the matter and investigate it.

13.2 We will acknowledge and investigate a complaint within a reasonable time, keep you informed and explain our response. This process does not affect your statutory rights or any right to complain about a healthcare professional or Provider to an appropriate regulator or complaints body.

13.3 For data protection matters, use dataprotection@hpdhealthsolutions.com The CP Nursing Privacy Notice explains how to complain to the Information Commissioner's Office.

14 General Terms

14.1 Each clause operates separately. If a court or competent authority finds any part unlawful or unenforceable, the remaining provisions continue in effect. The invalid part will be treated as modified only to the minimum extent needed to make it lawful and enforceable.

14.2 If we delay enforcing a right, we may still enforce it later. A waiver on one occasion is not a waiver on another occasion.

14.3 We may transfer our rights and obligations to another organisation if this does not reduce your rights. We will notify you of a transfer. You may not transfer your right to use the Service to another person.

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

14.5 If service-specific terms conflict with these Terms, the service-specific terms prevail only for that service and only to the extent of the conflict.

15 Governing Law and Courts

15.1 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.

15.2 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 those courts, except where the law permits otherwise.