Terms of service
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 health checks, postnatal healthcare services and digital health platforms to support women and birthing parents during pregnancy and for up to 24 months after birth (the "Services"), including but not limited to the services described in clause 1.5.
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") or provide the information required to be manually onboarded via our Ask Hesta WhatsApp channel ("Manual 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. The Services, including any messaging, guidance, reports, care plans, or digital content provided through the Application or any Company communication channel (including via email or WhatsApp), are not emergency services and are not a substitute for urgent medical care, continuous clinical monitoring, or your NHS or other regular healthcare providers. We do not provide emergency or out-of-hours care unless we expressly state otherwise in the Application. We do not provide emergency or out of hours care. In case of urgent problems, you must seek emergency care immediately.
1.5 In these Terms:
a. "Application" means the Hesta digital application, platform, website, or other digital interface through which we make the Services available.
b. "Ask Hesta" means our clinically-led messaging service that enables eligible users to submit questions through WhatsApp and receive guidance from qualified healthcare professionals, subject to availability, eligibility, clinical suitability, fair use limits, and these Terms.
c. "Hesta Health Check" means our postnatal health check, which may include blood testing, health and wellbeing questionnaires, clinical review, reports, care guidance, and related services.
d. "Hesta Health Check Report" means the clinician-reviewed report provided to you as part of a Hesta Health Check, where included in your purchased Services.
e. "Hesta Care Guide" means personalised care guidance provided to you as part of the Services, which may include suggested next steps, care priorities, information, signposting, and recommendations for further support.
f. "Hesta Care" means access to further information, care pathways, specialist support, or healthcare professionals that may be made available through or following the Services.
2. CONDITIONS OF THE SERVICES
2.1 In order to register an Account and use our Services, you must:
a. Be aged 18 or over. b. Be able to identify yourself with the verification service used by us. c. Have given birth within the last 12 months. d. Have access to a smartphone and can use it to access care digitally. e. Be able to receive at home care from an address in London (within the M25). f. Be able to attend in-person care in London if required.
If you do not meet this criteria, do not register an Account or use the Services.
2.2 Some Services may have additional eligibility, suitability, timing, geographic, clinical, or operational requirements. For example, Ask Hesta may be available from birth to 12 weeks post delivery, while we may recommend that you take certain elements of the Hesta Health Check from a later point after birth. We will tell you about any product-specific requirements in the Application or during the booking process. We may decline, pause, modify, or redirect access to any Service if we determine that the Service is not clinically or operationally suitable for your needs.
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, pregnancy, birth, postnatal recovery, feeding, your baby, symptoms, goals, and any other information reasonably needed to assess your suitability for, and provide, the Services, including any clinician review, report, care guidance, messaging support, or referral guidance; 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, laboratories, phlebotomists, midwives, nurses, GPs, physiotherapists, mental health professionals, dietitians, and other specialist clinicians 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 Services that fall under CQC-regulated activities are delivered by doctors who work under the CQC registration of Hesta Health Limited, unless explicitly specified. Different elements of the Services may be delivered by different appropriately qualified healthcare professionals, including doctors, midwives, nurses, physiotherapists, dietitians, mental health professionals, or other clinicians, depending on the nature of the Service and your needs.
3.5 We ensure that all healthcare professionals within our network hold appropriate medical indemnity, relevant qualifications, and registration with professional bodies such as the General Medical Council, Nursing and Midwifery Council, Health and Care Professions Council, or other applicable professional regulator where applicable.
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, guidance, support, assessment, test, or recommendation 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 blood 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.
3.9 The Services may include one or more Hesta products, packages, or features made available through the Application or our website or communications channels from time to time, including the Hesta Health Check, Hesta Health Check Report, Hesta Care Guide, Ask Hesta, Hesta Chat & Check, Hesta Care, and any related care pathways, digital tools, content, or support. The exact Services included in your purchase will be as described in the Application, on our website, or in the relevant booking or purchase flow at the time you purchase.
3.10 The Hesta Health Check is designed to provide a clinically led understanding of your postnatal health during the first 24 months after birth. It may include blood testing, health and wellbeing questionnaires, clinical review, a clinician-written report, and personalised care guidance. The tests, questions, clinical review, reports, and guidance included may vary depending on your postnatal stage, symptoms, clinical suitability, selected package, and the information you provide.
3.11 Your Hesta Health Check Report and Care Guide are intended to help you understand your results, health status, possible priorities, and practical next steps. They may identify areas that appear to be within a healthy range, areas that may need attention, and where further clinical support may be appropriate. They are based on the information, samples, test results, and clinical inputs available to us at the time and should be read together with advice from your NHS or other regular healthcare providers.
3.12 Ask Hesta is a clinically-led messaging service that enables eligible users to send questions through the Application and receive guidance from qualified healthcare professionals, which may include midwives, nurses, GPs, or other clinicians depending on the question and available resources. Ask Hesta may cover topics such as postnatal recovery, feeding, your baby, symptoms, wellbeing, and when to seek additional support.
3.13 Ask Hesta is not a live chat, emergency service, crisis service, out-of-hours service, or continuous monitoring service. We may set response times, availability windows, message limits, fair use limits, clinical boundaries, and escalation processes in the Application. We may direct you to your GP, NHS 111, emergency services, a specialist provider, or another appropriate service where we consider that your question or circumstances fall outside the scope of Ask Hesta or require urgent, in-person, specialist, or ongoing care.
3.14 Ask Hesta with a Hesta Health Check may be made available for purchase as a combined offering. Unless stated otherwise in the Application, the Ask Hesta element and the Hesta Health Check element may have different start dates, availability periods, fulfilment steps, refund treatment, and clinical suitability requirements. We may make recommendations that you take certain Health Check elements from a particular time after birth.
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, current circumstances, pregnancy, birth, postnatal recovery, symptoms, medications, feeding, your baby where relevant to your question or care, and any other information reasonably requested by us or our healthcare professionals. 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:
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Provide a suitable environment for safe blood collection
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Verify the identity of the phlebotomist before allowing access to your home
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Follow all pre-collection instructions provided
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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.
4.10 When using Ask Hesta or any messaging feature, you must not use the Service for emergencies, urgent symptoms, crisis support, safeguarding emergencies, or situations requiring immediate medical attention. If you or your baby may need urgent care, you must contact emergency services, NHS 111, your GP, maternity triage, your health visitor, or another appropriate urgent care provider.
4.11 You must not rely on Ask Hesta as your only source of medical care or as a replacement for scheduled appointments, in-person examinations, vaccinations, screening, prescriptions, investigations, safeguarding support, or ongoing care from your NHS or other healthcare providers.
4.12 You are responsible for checking the Application and messages from Hesta Health for responses to your messages and for following any signposting, safety-netting, escalation, or referral guidance we provide. If your symptoms change, worsen, or become urgent while waiting for a response, you must seek urgent medical care rather than waiting for a response from us.
4.13 You must use Ask Hesta fairly and appropriately. We may restrict, suspend, or end access to Ask Hesta if your use is excessive, abusive, inappropriate, clinically unsafe, outside the scope of the Service, or inconsistent with these Terms.
5. BOOKING AND CANCELLATIONS
5.1 Health Checks, Ask Hesta access, messaging services, packages, and other Services can be booked, purchased, activated, or accessed through our website subject to availability, product scope, fair use limits, clinical suitability, and eligibility criteria. We reserve the right to conduct eligibility checks after purchase to verify eligibility. 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, decline or pause a Health Check, restrict or end Ask Hesta access, or otherwise modify or stop providing a Service due to circumstances beyond our control, healthcare professional availability, clinical safety, service capacity, geographic availability, technology issues, misuse, or if we determine the Services are not suitable for your needs. In such cases, we will provide full refunds for any advance payments for Services you have paid for but have not received, subject to clauses 8.2 and 8.3 and your statutory rights.
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 or our website 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, or, for Ask Hesta or other digital Services, when we activate access, make clinician messaging available, begin reviewing your information, or otherwise start performing the relevant Service. If you ask us to start providing a Service during the 14-day withdrawal period, you acknowledge that you may lose your right to a full refund once performance has begun, and you will not be entitled to a refund for any Service already performed.
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 or, for ongoing digital Services, within 7 days of the issue arising, and we will consider a full or partial refund for the relevant Service or component.
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, healthcare professionals, specialist providers, messaging and communication providers, appointment and care pathway providers, payment providers, 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 providing the Services safely and effectively, we will need to collect various categories of personal data from you. This includes your health data, pregnancy and birth information, postnatal recovery information, symptoms, lifestyle information, communications with us, message content submitted through Ask Hesta, information about your baby where relevant to your question or care, test results, care preferences, and other information needed to provide the Services, 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.
11.9 Ask Hesta and any other messaging features are provided based on the information you submit and the information available to us at the time. We are not responsible for any loss arising from inaccurate, incomplete, delayed, omitted, or misleading information provided by you, or from your failure to seek urgent or in-person care where appropriate.
11.10 We do not guarantee that Ask Hesta messages will be answered within a particular timeframe unless we expressly commit to a response time in the Application or the website. Any estimated response times are indicative only and may vary depending on clinical availability, demand, the nature of your question, technology availability, and service capacity.
11.11 Digital guidance may be limited because our healthcare professionals may not be able to examine you or your baby in person, access your full NHS or other medical records, or observe changes in symptoms over time. We may ask you to seek in-person care or additional clinical assessment before providing further guidance.
11.12 We may remove, change, suspend, or limit any feature of the Application, including Ask Hesta, where needed for clinical safety, operational reasons, regulatory reasons, security, maintenance, misuse, or service development.
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 behaviour 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 behaviours 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 support@hesta.health.
13.3 We reserve the right to terminate the Agreement with immediate effect, including terminating your Account, if: a. there is a material or repeated breach of the Agreement b. you breach our Zero Tolerance policy as outlined above c. we are legally required to terminate the agreement with you d. your treatment plan or access to a Service is cancelled by a healthcare professional where they consider it is in your best interests e. we determine that your use of Ask Hesta or any messaging feature is clinically unsafe, abusive, excessive, outside the scope of the Service, or otherwise inconsistent with these Terms.
13.4 We may suspend access to your Account or your use of the Application or any Service, including Ask Hesta, if you breach any provision of the Agreement or if we determine that the Application, a Service, our clinicians, other users or you are at risk of a security or functionality threat. We will inform you of such suspension to the extent reasonably possible.
13.5 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.
13.6 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.
13.7 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, including your reports, care guidance, educational content, messaging features, and other content made available through the Services, 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: a. copy the Application, or document any part of the Services, except as part of the normal use of the Application, where we make export, download, print, or sharing functionality available to you, where you share your own Health Check Report, Care Guide, test results, or care information with your healthcare providers, or where it is necessary for the purpose of back-up or operational security; b. 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; c. 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 support@hesta.health. 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
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.
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 may update these Terms from time to time. We may do this to reflect changes to our Services, products, Application, clinical or operational processes, legal or regulatory requirements, technology, security requirements, payment processes, third-party providers, or our business.
17.2 The Terms that apply to a Service will usually be the Terms presented to you when you purchase, book, activate, or use that Service. Updated Terms will apply immediately to new purchases, bookings, activations, and use of new or expanded Services after the updated Terms are published or presented to you.
17.3 We will publish updated Terms on our website or in the Application and will show the date on which they were last updated. Where we make material changes, we will take reasonable steps to bring those changes to your attention, for example by email, SMS, in-app message, or another contact method linked to your Account.
17.4 We may ask you to accept updated Terms before you make a new purchase, book a new appointment, activate a new Service, use Ask Hesta, access a materially changed Service, or continue using the Application. If you do not accept the updated Terms, you may not be able to use the relevant Service or Application feature.
17.5 If we make a change that materially reduces your rights or materially changes an ongoing paid Service that you have already purchased, we will take reasonable steps to notify you before the change takes effect, unless the change needs to take effect sooner for legal, regulatory, clinical safety, safeguarding, security, fraud prevention, misuse prevention, service continuity, or urgent operational reasons.
17.6 If a change materially disadvantages you in relation to an ongoing paid Service that you have already purchased, we will give you a reasonable opportunity to cancel the affected Service and receive a refund for any paid part of that Service that you have not received, unless we cannot continue providing the Service on the previous terms for legal, regulatory, clinical safety, safeguarding, or similar reasons.
17.7 We may change, suspend, withdraw, replace, or stop providing any Service, package, product, feature, content, care pathway, messaging function, Health Check, Ask Hesta access, appointment type, report, care guidance, or specialist access. We will try to give you advance notice where it is reasonably practicable to do so. If we stop providing a paid Service that you have purchased and you have not received, we will refund the amount you paid for the unperformed part of that Service, subject to these Terms and your statutory rights.
17.8 Continued use of the Application or access to the Services after the change has come into force constitutes acceptance.
17.9 If you do not accept the updated Terms and Conditions, you may not be able to continue using the Application or receiving the Services.
17.10 We may at any time decide to modify or stop providing the Services, any package, any product, or any feature, including Ask Hesta, Hesta Health Check, follow-up Health Checks, reports, care guidance, messaging, or specialist access. 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, restrict or end access to Ask Hesta, cancel a Health Check, withdraw a package, 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 will be refunded to you.
17.11 From time to time, we may automatically update the Application to improve performance, enhance functionality, support clinical safety, improve usability, 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 some or all of 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
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.
Your written communications to us should be sent to the following e-mail address: hello@hesta.health.
For questions about these Terms, contact us at support@hesta.health, or write to us at 71-75 Shelton Street, London WC2H 9JQ.
Last updated: 1 May 2026