Terms of service

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1. OVERVIEW
   
   1.1  Hesta Health Limited (company number 16456761) with registered address at 71-75 Shelton Street, London WC2H 9JQ, United Kingdom (“we”, “us”, “our”, “Company”) provides postnatal healthcare services and digital health platforms to support women during pregnancy and the postpartum period (the “Services”).
   1.2 These terms and conditions (“Terms and Conditions”) apply when we provide Services to you as a customer (“you”, “your”) and govern your use of our website and Application.  Our provision of the Services and use of the Application is also governed by our Privacy Policy.
   1.3 By registering an account, booking services, or using our platform, you enter into an agreement with us and accept these Terms. In order to access the Services, you are required to register a user account in the Application ("Account"). 
   1.4 Our Services complement but do not replace regular visits to other healthcare providers for medical advice, diagnosis, or treatment. Do not postpone seeking medical advice because of our Services. We do not provide emergency or out of hours care.  In case of urgent problems, you must seek
   emergency care immediately.
    

2. CONDITIONS OF THE SERVICES 
   
   2.1 In order to register an Account and use our Services, you must:
   
   - Be aged 18 or over.;
   - Be able to identify yourself with the verification service used by us;
   - Have given birth within the last 12 months;
   - Have access to a smartphone and can use it to access care digitally;
   - Be able to receive at home care from an address in London (within the M25);
      and
   - Be able to attend in-person care in London if required.
   
   2.2 If you do not meet this criteria, do not register an Account or use the Services.
   2.3 In connection with the performance of the Services, you will be asked:
   (a) to answer a number of questions about your health and medical history and current lifestyle, in order to provide a basis for the doctor's assessment; 
   (b) to confirm that you have provided correct and complete information and that the conditions for us to perform the Services are met.
   2.4 You must provide the information we request in order for us to be able to provide the Services to you.  We reserve the right to refuse to perform the Services if we assess that we lack the necessary information, or if the conditions for the performance are otherwise not met. 
   2.5 We use accredited third-party laboratories to analyse your blood samples. These laboratories are UKAS and CQC accredited and comply with all applicable regulatory standards. By using our Services, you acknowledge that we will use third-party laboratory services to carry out testing for diagnostic purposes and to identify risk factors.
   2.6 We may engage qualified third-party healthcare providers or partner organisations, such as Signature Rx for prescription fulfillment, to deliver certain aspects of your care. When you book appointments or receive services directly from these providers, you enter into a separate agreement with them. These providers are independently responsible for the delivery and quality of their services.
    

3. OUR SERVICES
   
   3.1 We shall provide the Services and the Application in accordance with the Agreement and applicable law and shall perform our obligations with appropriate and authorised personnel. 
   3.2 We may use qualified third-party contractors including phlebotomists and laboratory services to deliver aspects of our Services. We remain responsible for ensuring these contractors meet appropriate professional standards and maintain necessary qualifications, registration, and compliance with applicable regulations. We are responsible for the subcontractor's fulfilment of its obligations under the Agreement.
   3.3 However, we are not responsible for any information, websites or services that may be accessible to you through the Application that are not provided by us. 
   3.4 We ensure that all doctors within our network hold appropriate medical indemnity, relevant qualifications, and registration with professional bodies such as the General Medical Council where applicable.
   3.5 Services that fall under CQC-regulated activities are delivered by doctors who work under the CQC registration of Until Medical Limited, from 105 Wigmore Street, London, W1U 1QY.
   3.6 Other healthcare professionals in our network, including dietitians and physiotherapists, deliver care in line with professional standards, hold appropriate indemnity cover and are regulated by the Health and Care Professions Council (HCPC)
   3.7 We will do our best to ensure a positive or satisfactory outcome, however, no clinical procedure is entirely risk-free, and the results of any particular treatment cannot be guaranteed. If you have any concerns or queries you should discuss these with our clinical staff and your NHS health professional(s).
   3.8 Your samples will be processed by our accredited laboratory partners through a fully tracked process. Each step from collection of the bloods sample to delivery of the samples at the laboratory is documented.  We’ll also explain the purpose of each test and what it can tell us about your health.
    

4. YOUR OBLIGATIONS
   
   4.1 You must comply with the terms and conditions of the Agreement and adhere to the agreed appointment times for performance of the Services. 
   4.2 You must follow instructions given by our staff in connection with the performance of the Services. 
   4.3 You must provide correct and complete information about your health, medical history, and current circumstances. You acknowledge that by providing any information to us which is untrue, inaccurate, not current or incomplete, Hesta Health reserves the right to terminate your access and use of our Services. 
   4.4 You are obliged to correct inaccurate information provided by you. We have the right to delete or block access to information provided by you that is not compatible with the Agreement. 
   4.5 Where we arrange home phlebotomy services, you agree to:
   -  Provide a suitable environment for safe blood collection
   -  Verify the identity of the phlebotomist before allowing access to your home
   -  Follow all pre-collection instructions provided
   -  Inform us immediately of any concerns about the service provided
   4.6 You are responsible for all activities that occur under your account and must notify us immediately if you suspect unauthorised access. You must not share the details of your login with anyone else unless you require assistance due to disability or ill health.
   4.7 You may not use the Application in a way that may interfere with the functionality of the Application or cause us harm. You are responsible for not using or allowing the use of your Account or information about you on the Account for any purpose that may violate applicable laws or regulations, or ethical rules or guidelines. 
   4.8 You are responsible for ensuring that the email and phone number you provide is valid and that you are able to access our platform. You are also responsible for ensuring your payment details are accurate and kept up-to-date.
   4.9 You may only hold one Account at a time.
    

5. BOOKING AND CANCELLATIONS
   
   5.1 Appointments can be booked through our Application subject to availability and eligibility criteria.
   5.2 If you've booked an appointment and realise you can't make it, please let us know within 48 hours of the time and date of the planned appointment. 
   5.3 We reserve the right to charge in full for missed appointments where cancellation notice has not been provided within 48 hours. 
   5.4 We may cancel appointments due to circumstances beyond our control, healthcare professional availability, or if we determine the Services are not suitable for your needs. In such cases, we will provide full refunds for any advance payments.
    

6. PAYMENT
   
   6.1 Individuals are required to register in order to use the Application and receive the Services provided by Hesta Health. 
   6.2 The current prices for the Services are shown in the Application and may be updated from time to time. Price changes do not affect purchases already made. 
   6.3 Payment for the Services is made via the Application in advance unless otherwise specified. We take payment when you complete your purchase. 
   6.4 The payment service is provided by Stripe, Inc. Stripe's privacy policy can be found here https://stripe.com/gb/privacy. The payment options available are shown when you connect to the payment service. 
   6.5 We do not charge a fee for payment via the payment service, but depending on the payment option chosen, additional charges may apply as set out in the terms and conditions of the payment option.
    

7. INVITATION CODE 
   
   7.1 An Invitation Code is a code that can be used to validate eligibility to register for an Account, to access Services and/or obtain a discount on Services. Depending on the kind of Invitation Code, the Services may be free of charge or discounted for the recipient of the Invitation Code. The scope of an Invitation Code may be limited to a single recipient, a single provision of Services, or otherwise. 
   7.2 Hesta Health may use Invitation Codes from time to time.
   7.3 An Invitation Code shall not be considered to have any monetary value and cannot be exchanged for any other services or compensation in any form. 
   7.4 An Invitation Code may not be transferred for a fee. 
   7.5 We reserve the right to withdraw or invalidate an Invitation Code at any time and without prior notice. 
   7.6 Invitation codes used for payment are not refundable.
    

8. CONSUMER RIGHTS AND REFUNDS
   
   8.1 Nothing in these Terms affects your statutory consumer rights under UK law.
   8.2 You have a 14-day right of withdrawal from the time of purchase, unless you have requested that Services commence during this period.
   8.3 We start providing healthcare services from 72 hours before an agreed test or appointment, so you will not be entitled to a refund if you cancel after this point.
   8.4 Any refunds will be made to the same card and Account you used to make your payment. Refunds are usually made within 7 days, but it can take up to 15 days for the refund to appear in your Account. 
   8.5 If you are not fully satisfied with our Services for any reason, you can notify us in writing within 7 days of the Services being performed and we will consider a full refund.
    

9. DATA PROTECTION AND PRIVACY
   
   9.1 Protecting your personal data is very important to us. Our Privacy Policy explains how we collect, use, and protect your information. 
   9.2 We will process your personal data in accordance with any applicable data protection laws, for the purposes of the Services.
   9.3 We share your personal data with accredited laboratories, qualified phlebotomists and other third party software providers as necessary to provide our Services. All third-party processors are contractually bound to protect your data and cannot use it for their own purposes. 
   9.4 In the interest of ensuring that your experience is as seamless and efficient as possible, we will need to collect various categories of personal data from you. This includes your health data, to be linked and made accessible to you within our Application in one place.
    

10. ARTIFICIAL INTELLIGENCE AND RESEARCH
    
    10.1 We will use Artificial Intelligence tools, Machine Learning and statistical models to continually improve the services we offer to you. We also use these tools for research purposes. We will comply with all data protection regulations. 
    10.2 From time to time, we may carry out user research in order to improve the services we and others can offer to women. With your consent, Hesta Health may contact you about relevant opportunities for you to engage in research. It is your choice whether to take part or not, and your choice will not affect the provision of the Services to you.
     

11. LIABILITY AND DISCLAIMERS
    
    11.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.
    11.2 We are not responsible for indirect losses including but not limited to loss of income or revenue, loss of business, loss of profits, loss of anticipated savings, loss of data however arising and whether caused by tort, breach of contract or otherwise.
    11.3 We are not responsible for losses that are unexpected, meaning that it was not obvious that the loss would happen, and there was no reason for us to expect the loss based on what you communicated to us before entering into the Agreement (that is, in law, the loss was unforeseeable). 
    11.4 We are not responsible for events outside of our control. If access to our services is delayed by any event outside our control then we will contact you as soon as possible to let you know. 
    11.5 While we use independent contractors for certain services including phlebotomy and laboratory testing, we remain responsible for ensuring these contractors meet professional standards. However, any clinical advice or procedures performed by independent contractors are their sole responsibility. 
    11.6 We will take reasonable care to ensure your safety during home visits, but we are not liable for theft, loss, or damage to your property during such visits.
    11.7 We aim for the Application to be functional and available to you. However, you understand that the Application and its features may change from time to time and that we do not guarantee any particular functionality or availability. 
    11.8 If you consider that we have not fulfilled our obligations, you must notify us in writing and without undue delay, by contacting us at hello@hesta.health. When doing so, you must inform us of what you consider to be incorrect. If we are responsible for the error, we will rectify or remedy the error to the extent we are able by taking appropriate corrective actions.
     

12. CONFIDENTIALITY AND PROFESSIONAL CONDUCT
    
    12.1 We will keep in strict confidence all confidential information disclosed to us and will use your confidential information solely for the purpose of performing the Services in accordance with these Terms. 
    12.2 We have a zero-tolerance policy towards any behavior that creates a hostile environment for our users, clinicians and employees, including but not limited to sexism, racism, homophobia, transphobia, religious intolerance, violence, aggressive, abusive or degrading language or conduct.
    12.3 We reserve the right to terminate your Account if you exhibit any behaviors which lead our colleagues or users of the Service to feel unsafe or which goes against our ethos.
     

13. TERMINATION AND SUSPENSION
    
    13.1 The Agreement is valid as long as you have an Account, otherwise use the Application or access the Services.
    13.2 You have the right to cancel your Account at any time. To do so you can contact us at care@hesta.health.
    We reserve the right to terminate the Agreement with immediate effect, including terminating your Account, if:
    - there is a material or repeated breach of the Agreement 
    - you breach our Zero Tolerance policy as outlined above
    - we are legally required to terminate the agreement with you
    - your treatment plan is cancelled by a healthcare professional where they consider it is in your best interests
    13.3 We may suspend access to your Account or your use of the Application if you breach any provision of the Agreement or if we determine that the Application is at risk of a security or functionality threat. We will inform you of such suspension to the extent reasonably possible. 
    13.4 We reserve the right to refuse the registration of a new Account in the event of a previous breach of the Agreement leading to suspension. 
    13.5 If we end your right to use our services then you must stop all activities authorised by these Terms.  We may remove your right to access the Application, or delete your Account.
    13.6 You acknowledge that our provision of your Account and the Application does not include any obligation for us to store information about you other than as required to provide the Services, or as required by law. You will not be able to access your Account or any information about you in the Account when your Account is terminated. However, we are required to retain certain information by law, as set out in our Privacy Policy.
     

14. INTELLECTUAL PROPERTY
    
    14.1 All intellectual property rights in the Application and the Services throughout the world belong to us (or our licensors) and the rights are licensed (not sold) to you. 
    14.2 We grant you a license to use the Application for the purposes highlighted in these Terms. This license is limited to a non-exclusive, non-transferable and revocable license to use the Application and any material displayed on it, for use on a device that you own or control. 
    14.3 You agree that you will not rent, lease, sub-license, loan, provide, or otherwise make available, the Application or the Services in any form, in whole or in part to any person.
    14.4 You will not:
    -  copy the Application, or document any part of the Services, except as part of the normal use of the Application or where it is necessary for the purpose of back-up or operational security;
    -  translate, merge, adapt, vary, alter or modify, the whole or any part of the Application, or Services nor permit the Application or the Services or any part of them to be combined with, or become incorporated in, any other programs;
    -  disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the Application or the Services nor attempt to do any such things.
    14.5 All data and information generated in the context of our provision of the Application and the Services, and which can be used by us for the purpose of analysing, improving and developing the Application or the Services is our property, with the exception of information that constitutes personal data.
     

15. COMPLAINTS PROCEDURE
    
    15.1 If you are unhappy with the Services provided to you, we encourage you to make use of our complaints procedure outlined below. 
    15.2 If you have a complaint, please reach out to our team first. You can contact us at care@hestahealth.com. Please provide as much detail as possible about your complaint, including any steps you've taken, so we can investigate thoroughly. 
    15.3 Once we receive your complaint, we aim to acknowledge it within 72 hours. This acknowledgement will be done by your preferred method of contact, whether that be via email, phone call or through the chat function in the Application. 
    15.4 Once we receive your complaint, it will be assigned to a member of our team who will conduct a thorough investigation. 
    15.5 We will provide you with a written response detailing our findings, proposed resolution, and the rationale behind our conclusion. 
    15.6 Should you be dissatisfied with our proposed resolution, you can request for your complaint to be escalated to a senior member of the team for further consideration.
     

16. ASSIGNMENT
    
    16.1 We can transfer our contract with you, so that a different organisation is responsible for supplying the Application or any part of our Services. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your existing rights. We are also free to transfer or assign our right to payment. 
    16.2 You may not transfer or assign your rights or obligations under this Agreement without our written consent. 
     

17. CHANGES TO THESE TERMS AND CONDITIONS
    
    17.1 We reserve the right to change the Terms and Conditions present in this document. If we do so, we will give you at least 30 days warning, via communicating with you in the Application or sending you an email. We will also publish the new Terms and Conditions on our website. 
    17.2 Continued use of the Application or access to the Services after the change has come into force constitutes acceptance.
    17.3 If you do not accept the updated Terms and Conditions, you may not be able to continue using the Application or receiving the Services. 
    17.4 We may at any time decide to modify or stop providing the Services. We will try to give you notice in advance of doing this, if it is possible for us to do so. In some cases, we may need to cancel an appointment for performance of the Services or terminate your access to the Services. We will provide information about this in writing. If so, any monies that you have paid in advance for Services you do not receive concerned will be refunded to you. 
    17.5 From time to time, we may automatically update the Application to improve performance, enhance functionality, reflect changes to the operating system and/or address security issues. Alternatively, we may ask you to update the Application for these reasons. If you choose not to install such updates or if you opt out of automatic updates you may not be able to continue using the Application and the Services.
     

18. GOVERNING LAW
    
    18.1 The Terms and Conditions outlined in this document shall be governed by English Law and the Courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of them.
    18.2 The Agreement constitutes the parties' complete agreement on all matters covered by the Agreement. All written or oral commitments and representations made prior to the Agreement are superseded by the contents of this Agreement. 
    18.3 For defined terms, the definite form shall be considered to include the indefinite form of the word and vice versa and the singular shall be considered to include the plural and vice versa. 
    18.4 The Agreement is between you and us. No other person shall have any rights to enforce any of its terms. 
    18.5 If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
     

19. CONTACT US
    
    19.1 Our written notices to you will be sent by email or SMS according to the information you have provided via your Account or, in relation to changes to the Services or these Terms and Conditions, via the Application. 
    19.2 Your written communications to us should be sent to the following e-mail address: hello@hesta.health. 
    19.3 For questions about these Terms, contact us at care@hesta.health, or write to us at 71-75 Shelton Street London SW1W 9NF.

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Last updated: 30 October 2025