Terms and Conditions

These terms and conditions contain essential legal information that tells you:

• the services provided through eMed;
• the terms for accessing those services; and
• what to do if something goes wrong.

These terms and conditions are an agreement between you and us (eMed/we/us). This is so you know the rules and your rights when you access services provided on behalf of eMed from the UK. 

Medical Services (as defined below) are provided by Digital Medical Supply UK Limited a company registered in England and Wales with its registered address at 1 Finsbury Market, London, EC2A 2BN with registered no: 11126560 (hereinafter referred to as Livi).

Separate terms and conditions apply to other services provided by eMed independently.

By accessing the Medical Services you agree to these terms and conditions and any other terms mentioned herein. If you do not follow these terms and conditions, we might need to cancel or suspend delivery of the services to you.

You should also read these terms and conditions along with:

• Our privacy policy

Livi terms and conditions applicable to eMed Service. This can be found here - https://www.livi.co.uk/terms-and-conditions/ (hereinafter referred to as Livi Terms).

Medical services are medical consultations provided through video and audio consultations, where you can talk to an approved Healthcare Practitioner defined in Section 1.1 of Livi Terms (Medical Services). You can access Medical Services if you are a subscriber, or a pay as you go user, or if your employer or your family member’s employer offers access to these services as a benefit. You may also use Medical Services through a third party we have partnered with (for example, a hospital trust or health insurer).

Medical Services are now available through and provided by our partner Livi. You can access these services through the Livi App. You must download the Livi App and schedule your consultation. All Medical Services and other ancillary services like issuing prescriptions and medicines are provided by Livi and its partners on our behalf and you are subject to Livi Terms and privacy policy. Please refer to Livi’s Terms and privacy policy for any further information. eMed is not directly involved during your consultations and is not privy to your interactions with Livi and therefore eMed is not responsible in case of any loss or damage that may be caused to you due to the Medical Services and other ancillary services provided by Livi.

Do not use any of these Medical Services in an emergency. Instead, call 999 or the emergency services immediately.

You should always talk to a qualified healthcare professional if you have questions about your health or a medical condition. And before you make any decisions about your health.

If you are an individual subscriber, we need to receive some personal information from or about you (such as your name, contact details and information about the type of consultation you received and the date of it etc.) so that we can charge appropriately for the Medical Services provided. Some of this information may be shared with us by Livi so that we can pay them for the Medical Services provided to you. To find out more about the information we have, how we use this information and how we protect your privacy, see our privacy policy. To find out more about the terms and conditions applicable to the Medical Services provided by Livi on our behalf and how they use the information and protect your privacy, please see Livi Terms and their privacy policy.

To access the Medical Services:

• you have to pay either through a subscription or paying-as-you-go; or
• Your employer or insurer or our corporate customer pays on your behalf

All prices exclude VAT, where this applies.

Paying for pay-as-you-go Medical Service

You have the option to pay-as-you-go for Medical Services and you will be charged when you book your appointment with Livi, Please enter the code we share via email. Please see Livi Terms to know more about the pricing, payments and information on cancellations and refunds. 

Paying for Medical Service by subscription

For those who choose to subscribe to Medical Services, we now only offer annual subscriptions. If you subscribed earlier, you may still have a historic monthly or quarterly plan.

You need to pay all charges in advance. We may stop providing services to you if you do not pay on time.

We automatically renew all subscriptions and take payment at the end of your existing subscription. That is unless you cancel it at least 14 days before the end of your subscription period. If your renewal payment fails (for example, because your card has expired or been cancelled), your subscription will not be renewed. Our subscription services will no longer be available to you, unless you set up a new subscription using a new payment method. The price you pay for your new subscription will be our most recent price at the time your new payment method becomes active.

We will let you know if our subscription prices change.

Please note that we are here to help, but if we think that you are using our Medical Services as a part of the subscription too much, we will let you know. In some cases, we may need to suspend or terminate your access in line with Section 5 below.

Paying for your prescriptions

You need to pay the relevant pharmacy for your prescriptions. Prescription charges are not covered by any payments you make to eMed to use the services. The price is set by the pharmacy and eMed is not responsible for the collection or payment of any prescription charges. You do not have to use any particular pharmacy.

This section is applicable if you are paying for Medical Services through subscription. 

Our partners and we work hard to give you the best standard of clinical services. If you need to cancel your subscription at any time, you can by letting us know using the details on our Contact Us page.

The amount we will refund to you (if any) will depend on:

• when you cancel;
• your reason for cancellation;
• how you have used the services before you cancel; and
• any other relevant factors when assessing your request.

We may end our agreement with you (including cancelling your account and subscription without a refund) if:

• We are unable to provide our services for any reason including for reasons outside our control;
• you break these terms or the law relating to our services;
• You have put us in a position where we might break the law;
• you do not pay us on time; and
• You have been abusive, aggressive or offensive to anyone at eMed or Livi.

Cancelling your subscription to private Medical Services 

If you cancel within 14 days of purchasing a subscription and have not used any services, we will refund you in full. If you have used consultations during this 14 day period, we will reduce the amount of your refund (or take further payment from you) to recover the cost of any consultations, based on our pay as you go rates.

If you cancel your subscription after 14 days, the cancellation will take effect immediately. You will no longer have access to the subscription services and will not be refunded the amount you have already paid, other than in the circumstances below. We will not take any further payment.

If you cancel because:

• the Medical Services are unavailable for 2 weeks or more;
• you do not agree with a change we made to these terms (including changes to our pricing); or
• we have not fixed or arranged a replacement service that we agreed to;

then we will give you a refund that directly reflects the amount of time left in your subscription at the date you cancel.

If you have a complaint about the Medical Services, please contact Livi (see Livi Terms) and they will do their best to fix the problem. 

We will reply to all complaints in line with the rules and regulations that apply to the services that eMed directly provides.

If we break these terms we will only be responsible for any losses that could have been foreseen when we entered into the terms.

Some of the things we can not be held responsible for include:

• loss or damage as a result of not following the instructions for using the services;
• business losses to you (services are for personal use only);
• any loss or damage as a result of your own breach of these terms or our privacy policy; and
• Loss or damage caused by the Medical Services provided by Livi as we are not directly involved in this. 
• loss or damage from using other websites we link to from our website, including any retail partners we might work with or invite you to access. eMed does not recommend or endorse any websites or products that we link to. You must make your own decision about whether you want to access or use these.

Unless the law says otherwise, we will not award compensation for any amount higher than what you have paid us.

As far as we can under the law, eMed does not accept any other terms or rules (direct or indirect) that are outside of these terms.

We change these terms from time to time. We may not always tell you when we make a change.

If we make any changes that affect your rights or what we need from you, then we will let you know.

If you do not agree with the changes, you can stop using the Services.

If you continue to use the Services, we will assume that you are happy with any new terms.

How to contact us

You can contact us using the details on our Contact Us page.

You can also contact Livi directly in case of any complaints relating to the Medical Services, using the details mentioned in Livi Terms. 

How we contact you

We will contact you in English by email or by phone. 

Laws and regulations

We follow UK laws and regulations. Some countries have different laws and regulations for healthcare services.

Enforcement

These terms are an agreement between you and us (eMed). They do not apply to other people or to medical services provided by other parties. Only you can take legal action to the extent mentioned in these terms, unless you are a parent or guardian acting on behalf of your child.

Legal decisions and judgements

These terms are governed by the laws of England and Wales. If you want to take legal action relating to these terms, it must be through the courts of England and Wales.

Our companies

These terms and conditions are an agreement between you and the following company:

eMed Healthcare UK, Limited

184 - 192 Drummond Street

London

NW1 3HP

Company number: 15086104