Terms of service
1st November 2023
Introduction
Alvie Health Limited, trading under the name Alvie, is a company registered in England and Wales under number 11096924 (“we, us, our”). Our registered office is The Office Group, 24 Greville Street, London, United Kingdom, EC1N 8SS.
These terms together with the information you provide to us constitute the agreement between you and us for the provision of clinical coaching to you.
These Terms represent a legally binding agreement between you and us regarding the services and products provided by us to you including health coaching and specialist nursing and Allied Health Professional (AHP) support, and our website, together with all its content (hereinafter“services”).
If you accept these Terms, you are confirming the Terms, our Privacy Policy, Cookie Policy and End User License Agreement (if you are accessing the service via a mobile app) have been read, understood and accepted.
General information on the services we provide to you
We provide a clinical health coaching programme designed to provide you with support, information and health optimisation (which we refer to as ‘rehabilitation’ or ‘prehabilitation’ programmes based on the latest scientific evidence) as well as access to support from allied healthcare professionals and specialist nurses.
You are urged and advised to seek the advice of your doctor or an appropriate healthcare professional before using our services and starting our programme. In particular, you should be cautious about embarking on any exercise programme if you have any serious medical condition, including (but not limited to) back pain and heart disease, or if you have recently undergone surgery.
We do not make decisions for you, but provide guidance with information and practical tips. You are responsible for all the decisions you make regarding your health. You decide fully about your actions and your success depends on your attitude and effort.
The success of the service depends on many factors which we have limited or no control over.
We cannot provide any guarantee for the success of the services or any other outcomes.
Our services do not replace the advice given by your doctor or healthcare professional. Please consult with a doctor or an appropriate healthcare professional for any health issues, concerns or personal circumstances affecting you. Do not delay or disregard any medical or healthcare- related advice based on information from us.
By using our services you confirm that you are 18 years of age or more and that any registration information that you submit to us is true, accurate and complete in all respects.
Our services are provided between Alvie and other organisations and are not available to be purchased directly by consumers.
Where to find information about us and our services
You can find everything you need to know about us and our services on our website or via your
referring organisation.
By using our service you are agreeing that:
• We accept referrals as per agreements with individual organisations.
• We are not responsible for delays outside our control.
• You are responsible for making sure your data entries are accurate.
• You have a legal right to change your mind.
• You can temporarily pause or end your enrollment on the Alvie programme when you wish
• If you are in any way unhappy with the service being provided, you can end your enrolment on the Alvie program.
• The data being provided to us is representative of you as the individual undergoing the program
• We can change services and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw services.
• We don't compensate you for losses caused by us or our services.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract with you and these are set out below.
We accept referrals as per agreements with individual organisations
We contact you to confirm we've received your referral from the relevant referring organisation and to assess your suitability for the service. via SMS or telephone and/or post.
Sometimes we reject referrals
As a digitally-enabled service we require all patients to have access to an email address, an electronic device with a camera, and for optimum user experience a compatible smartphone - however we are able to provide a version of the service for those without access to smartphone technology.
We're not responsible for delays outside our control
If our supply of services is delayed by an event outside our control, we will contact you as soon as possible to let you know and we will aim to do what we can to reduce the delay.
You're responsible for making sure your information is accurate
Where we are supplying the services based on information you provide, you are responsible for making sure that information is true, accurate and complete in all respects.
Some of This information may be gathered and reported to us using a wearable device. If you do not have your own wearable device, we will provide this to you as part of the service.
In the event you are sent a wearable device to track your activity, please be advised that we do not assume responsibility for its maintenance. In the event of faults or issues, we kindly request that you contact the supplier directly for assistance.
Your legal right to change your mind.
However:
• You lose the right to cancel any service, when it's been completed.
• You lose the right to access the services including access to your coach and specialist nurses and AHPs
How to let us know and what happens next.
If you are receiving active coaching and no longer want to participate, please contact us at appointments@alviehealth.com from the email you used for Alvie registration. On receiving notice of your wish to cancel, you will continue to have access to the app but the ability to contact your coach or any specialists will no longer be available to you.
You can temporarily pause your enrolment on the Alvie programme when you wish. Your Alvie programme may be paused for up to 3 weeks in exceptional circumstances (for example if you have been admitted to hospital or are having major surgery). Your coach will explain more to you about how pauses work on the programme when the need arises. If the pause lasts for longer than 3 weeks we will require a re-referral in order for you to resume or restart the programme. If you wish to end your enrolment you can do this by contacting us via appointments@alviehealth.com. If you choose to pause your programme.
If you are in any way unhappy with the service being provided:
Please contact us at appointments@alviehealth.com to provide your feedback. We will endeavour to respond to your email within 3 working days.
The data being provided to us is representative of you as the individual undergoing the programme
Whether the data is being provided by you or by a friend or family member on your behalf, it must be representative of you as the individual undergoing the programme.
We can change services and these terms
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 your use of the service.
• to update digital content, provided that the digital content always matches the description of it that we provided to you on your referral to the service. We might ask you to install these updates.
We will make every effort to inform you prior to making a change.
We can suspend supply (and you have rights if we do)
We do this to:
• deal with technical problems or make minor technical changes;
• update the service to reflect changes in relevant laws and regulatory requirements; or
• make changes to the service (see We can change services and these terms).
We let you know and may allow you to terminate.
We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply, you can contact us at appointments@alviehealth.com.
We can withdraw services
We can stop providing a service or parts of a service. We let you know at least 4 weeks in advance.
We kindly request that, whenever possible, you notify us at least one working day in advance if you find yourself unable to make an appointment. That way, it will be easier to find a new time for you and we can give your old slot to someone else who needs it. People are allowed to miss up to two appointments before being discharged. We will attempt to contact you on two occasions, one by telephone and one by post. However, if we do not receive any contact from you within 7 days, we will discharge you from our service.
We can end our contract with you
We can end our contract with you for a service if:
• 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 service, for example, information to allow us to carry out assessments of your health and provide personalised coaching
• you are misrepresenting yourself
• you make disrespectful or discourteous remarks to our staff
We don't compensate you for all losses caused by us or our services
We're responsible for losses you suffer caused by us breaking this contract 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. As long as we have taken the steps set out in the section, we're not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
• A business loss. It relates to your use of a service for the purposes of your trade, business, craft or profession.
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: Privacy Policy | Alvie Health
You have several options for resolving disputes with us
Our complaints policy. Our team will do their best to resolve any problems you have with us or our services as per our Complaints Policy.
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.
Copyright
Materials of Alvie (e.g. questionnaires, guides, workouts etc.) are the property of Alvie or have been licensed and are protected in whole or in part by copyright. They may be passed on to third parties only with the written consent of Alvie.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.
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.
