Terms & Conditions

Updated 2 January 2025

Introduction
1. Welcome to CareForMe. These Terms and Conditions ("Terms") govern the use of CareForMe Personal Health services ("Service") provided by CareForMe Limited ("we", "us", "our").
2. By booking our Services, you ("you", "your", "Customer") agree to these Terms, limitations of liability, and all applicable laws and regulations. These terms detail our mutual obligations and form the basis of our agreement.

About CareForMe Personal Health
3. CareForMe Personal Health is a trading name of CareForMe Limited, with registered address at Health Foundry, 1 Royal Street in the United Kingdom and company registration number 13799333.
4. We are registered with the Information Commissioner's Office under Careforme Limited.
5. For questions or concerns regarding these Terms, please contact us at test@careforme.io.
6. If we need to contact you, we will do so by writing to you at the email address you provided to us in your order.

Scope of Services
7. CareForMe Personal Health coordinates and provides nursing services for the purpose of venous blood draws at your designated location.
8. Nurses and midwives we work with are registered with and are regulated by the Nursing and Midwifery Council.
9. You can make a booking for our Services via our website health.careforme.io.
10. Following the provision of our Services, our accredited partner laboratories, will handle all subsequent biological samples testing processes and our GP partners will handle all subsequent GP consultation services as well as remote or in-person health assessments.

Partner Laboratories
11. Our partner laboratories include Trustees of the London Clinic Limited, registered company number 307579 and registered charity number 211136, of address: 20 Devonshire Place, London, W1G 6BW (“The London Clinic”).
11.1. The London Clinic is accredited by UKAS under the ISO15189:2012 standard in biochemistry and haematology (including blood transfusion), microbiology and histopathology.
11.2. The London Clinic is regulated by the Care Quality Commission, with location ID 1-114617347.
11.3. For questions or concerns regarding The London Clinic's terms and conditions, please proceed to The London Clinic's website or contact their customer support directly.
12. Our partner laboratories include ExSeed Health, registered company number 0000027978, of Njalsgade 21G, Copenhagen, 2300, Denmark ("ExSeed Health").
12.1. ExSeed Health is CE certified under Directive 98/79/EC for in vitro diagnostic medical devices. The certification covers the ExSeed Home Kit male fertility self-test with certificate number CE 706535.
12.2. ExSeed Health is regulated by the Medicines and Healthcare products Regulatory Agency (MHRA) in the UK.
12.3. For questions or concerns regarding ExSeed Health's terms and conditions, please proceed to ExSeed Health's website or contact their customer support directly.
13. Our partner laboratories include Sussex Pathology Limited, the parent company for onedaytests.com.
13.1. Sussex Pathology is UKAS accredited and is regulated by the Care Quality Commission, with location ID 1-14470761199.
13.2. For questions or concerns regarding Sussex Pathology's terms and conditions, please proceed to Sussex Pathology's website or contact their customer support directly.

GP Consultation and Additional Services
14. We have partnered with HarleyDoc Limited (“HarleyDoc”) at HarleyDoc, 10 Harley Street, London, United Kingdom, W1G 9PF, to provide GP consultation services and remote or in-person health assessments to you as part of certain health check plans we offer.
15. For questions or concerns regarding HarleyDoc's terms and conditions, please proceed to HarleyDoc’s website or contact their customer support directly.

Clarification of Roles
16. CareForMe Personal Health: we provide access to professional nursing services for the purpose of venous blood draws at your designated location. Our platform facilitates the connection between you and licensed nurses for this specific purpose.
17. Partner Laboratories' Role: The analysis, interpretation, and delivery of results from the blood samples drawn by our network of nurses fall under the exclusive domain of our partner laboratories. CareForMe is not involved in any aspect of the testing process beyond the initial blood draw. Consequently, any inquiries, concerns, or disputes regarding test results should be directly addressed to our partner laboratories.
18. HarleyDoc's Role: HarleyDoc provides GP consultation services and health facial scans through their application, as part of some health plans. These consultations offer customers direct access to general health assessments and support, including insights based on facial scan technology. CareForMe facilitates access to HarleyDoc's services but does not manage or involve itself in the consultations or the outcomes derived from these services. Any inquiries regarding medical advice or health assessments provided through HarleyDoc should be directed to HarleyDoc.

Disclaimer
19. Our platform serves solely to facilitate the logistical aspects of nursing services for venous blood draws, without any engagement in the subsequent testing processes.
20. CareForMe provides access to HarleyDoc's services but assumes no responsibility for any medical advice, consultations, or health outcomes derived from HarleyDoc services. Any inquiries or issues arising from GP consultations or the health facial scan should be directed to HarleyDoc.

Eligibility
21. The Service is intended for use by individuals who are 18 years of age or older. By using the Service, you represent that you meet this age requirement and that you have the legal capacity to accept these Terms.
22. By agreeing to these Terms, you affirm that you are currently located in the UK and understand that our Services are not available to individuals outside of this geographic area.

Account Registration and Privacy
23. To use certain features of the Service, our GP partner’s services and our partner laboratory’s service, we will require you to provide certain information about you. This will create an account for you with us, with our GP partner (if applicable) and with our partner laboratory.
24. You agree to provide accurate, current, and complete information during the booking process and to update such information to keep it accurate, current, and complete.
25. Our use of any personal information you provide via the Service is governed by our Privacy Policy, which forms part of these Terms.

Placing an Order for Tests Provided by Our Partner Laboratories
26. Tests or health plans can be selected and ordered through our website. Full payment is required at the time of ordering. We accept various forms of payment as specified on our website. All transactions are encrypted and securely processed.

Booking a Sample Collection Appointment with a Registered Nurse
27. After you have selected a health plan, you can make a booking for a sample collection visit with a registered nurse.
28. To ensure adequate preparation for the collection visit, bookings for sample collection must be made at least four(4) business days in advance of the desired appointment date.
29. This policy allows us to efficiently coordinate with our nursing staff and ensure that a qualified nurse is available to meet your needs at your preferred time and location.
30. For the purposes of scheduling, business days are defined as Monday through Friday, excluding public holidays observed in the United Kingdom.

Acceptance of a Booking
31. Upon successfully making a booking, you will receive a confirmation email with the details of your appointment. Please review this information carefully to ensure it meets your expectations and requirements.
32. In the event you need to reschedule or cancel your appointment, please refer to our Cancellation and Rescheduling Policy outlined in the terms and conditions for information on how to proceed and any applicable fees.

Appointment Preparation
33. Prior to your appointment, a Blood Test Kit will be dispatched from our partner laboratory to your preferred location, and you will be notified via email.
34. If you have not received the Blood Test Kit one (1) day prior to your appointment, please contact our customer service team immediately.
35. For certain tests, fasting may be required to obtain accurate results. You will be informed in advance if the specific tests you have selected require fasting. Generally, fasting involves not eating or drinking anything except water for 8 hours before your blood draw.
36. We advise discontinuing the use of any dietary supplements three (3) days prior to your appointment, as they can potentially influence the results of some tests. However, please continue taking any prescription medications as directed by your healthcare provider.

Sample Collection
37. A certified nurse will arrive to collect your blood sample at the time and location that you have pre-arranged.
38. Each appointment is meticulously planned to last around 15 minutes.
39. If you are unable to be present at the agreed location within 10 minutes of the scheduled time, we may need to either reschedule your appointment, subject to a rebooking fee, or cancel it in accordance with our Cancellation and Rescheduling Policy.
40. The availability of a nurse for your new preferred time will be determined based on CareForMe's scheduling flexibility. We aim to accommodate your needs to the best of our ability.
41. In rare instances where the nurse is unable to perform the blood draw due to unforeseen circumstances, we will offer you the option to reschedule a nurse visit for £45 (subject to nurse availability). If you request a refund, the amount refunded will be the total cost of your plan minus £75 to cover administrative and nurse call out costs.

Test Results
42. CareForMe has access to your test results from our partner laboratories and makes these results available to you through a password-protected PDF shared by our partner laboratory and via our results dashboard.
43. Please note that the original PDF shared by the laboratory is the primary source of accuracy for all test results. The results dashboard, along with any translations or interpretations, is provided for reference purposes only, and customers should rely on the original laboratory PDF for accurate information.
44. You acknowledge that these results are for informational purposes only and not for diagnostic or treatment purposes. You should consult with a healthcare provider for interpretation and medical advice.
45. If your health plan includes a consultation with HarleyDoc, you agree for CareForMe to share any test results with HarleyDoc for the purpose of providing GP consultations.
46. For customers accessing HarleyDoc's GP consultation services and health facial scans through the HarleyDoc app, you may receive additional health insights based on your test results, which can be discussed during your GP consultation.

Delays
47. There are instances where delays may occur due to factors beyond our control. These may include, but are not limited to, sample transportation issues, laboratory processing times, and result issuance.
48. We are not responsible for delays outside our control.
49. Should there be any delay in the provision of our services owing to external factors, our priority is to keep you informed. We will contact you at the earliest opportunity to notify you of the delay and we will take proactive steps to minimise their impact on your service experience.

Cancellation and Rescheduling Policy
50. If your health plan includes services provided by our partner GP, HarleyDoc, and you decide to cancel after you have received the initial GP consultation, you will incur a cancellation fee of £60.
51. For cancellations and rescheduling before your nurse home visit appointment:
51.1. Should you need to reschedule or cancel your appointment, we request that you provide us with at least 48 hours' notice.
51.2. Cancellation within 48 hours of the scheduled time: we will issue a partial refund after deducting a £90 cancellation fee.
51.3. Rescheduling within 48 hours but more than 24 hours of the scheduled time: you will be charged a £45 rescheduling fee.
51.4. Rescheduling within 24 hours of the scheduled time: you will be charged a £60 rescheduling fee if you wish to proceed with the reschedule home visit appointment.
51.5. Rescheduling is subject to nurse availability and we will do our utmost to accommodate your new preferred time and date.
51.6. For cancellations post sample collection: once sample collection has been completed, we are unable to offer a refund.

Process for Cancellation or Rescheduling
52. To cancel or reschedule your appointment, please contact our customer service team quoting your order number (this can be found in your emails). We will guide you through the process and confirm your cancellation or new appointment details.

Limitations of Service
53. Our liability is expressly limited to the coordination and facilitation of nursing services for the purpose of blood draws at your designated location. We are responsible for ensuring that nurses are properly vetted and qualified for the services they provide.
54. We shall not be held liable for any direct, indirect, incidental, special, consequential, or exemplary damages resulting from:
54.1. The conduct of any nurse engaged through our platform beyond the scope of their assignment for blood draw services.
54.2. Any issues, errors, or omissions related to the processing, analysis, or reporting of biological samples, which are exclusively managed by our partner laboratories.
54.3. The actions, advice, or omissions of any General Practitioner (GP) partners engaged through or in connection with our platform. CareForMe is not responsible for any services, recommendations, or outcomes associated with GP consultations or related services.
55. Third-party services: we expressly disclaim any liability for the actions or omissions of any third-party service providers, including but not limited to logistics services or partner laboratories responsible for the transportation and analysis of biological samples and delivery of results. Your engagement with such third-party services through our platform does not render CareForMe liable for their performance or outcomes.

Indemnification
56. By using CareForMe Personal Health's services, you agree to indemnify, defend, and hold harmless CareForMe Limited, its officers, directors, employees, agents, licensors, and suppliers from and against all losses, expenses, damages, and costs, including reasonable attorneys' fees, resulting from any violation of these terms and conditions or any activity related to your account (including negligent or wrongful conduct) by you or any other person accessing the service using your account, or from your engagement with any third-party services, including but not limited to partner laboratories, General Practitioner (GP) partners facilitated through our platform.

Consent For Research Opportunities
57. By using CareForMe Personal Health's services, you have the option to consent to be contacted about future research opportunities that may be of interest to you.
58. Research opportunities may include participation in clinical trials, health surveys, or studies aimed at improving healthcare outcomes. These opportunities are carefully selected to ensure they are relevant and potentially beneficial to you.
59. By consenting to be contacted, you agree that CareForMe Personal Health may use your contact information solely for the purpose of informing you about relevant research opportunities.
60. You can withdraw your consent at any time by contacting us through the provided contact details on our website. Once we receive your request to opt out, we will promptly remove you from our contact list for research opportunities.
61. We are committed to protecting your privacy and personal information. All communications regarding research opportunities will comply with applicable data protection laws and our Privacy Policy.
62. Your contribution to medical research can play a vital role in advancing healthcare knowledge and treatments. If you have any questions about this consent or the research opportunities, please feel free to contact us.

Changes to Terms and Conditions
63. We reserve the right to update or modify these Terms at any time without prior notice. Your continued use of the Service after any such changes indicates your acceptance of the new Terms.

Contractual Rights and Third Parties
64. This agreement is solely between you, the customer, and CareForMe. It is agreed that no third party shall have any rights to enforce any terms of this contract under the Contracts (Rights of Third Parties) Act 1999 or any other applicable laws. Neither party will require the consent or agreement of any third party to terminate this contract or amend its terms.

Severability
65. If any provision (or part of a provision) of this contract is found by any court or administrative body to be invalid, unenforceable, or illegal, the other provisions shall remain in force. Each provision of this contract operates separately. Should any court or relevant authority determine that any of these provisions are unlawful, the remaining sections of this contract will continue to be in effect and enforceable to the fullest extent permitted by law.

Governing Law and Jurisdiction
66. This contract, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation, shall be governed by and construed in accordance with the law of England and Wales.
67. The parties agree that any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.