Hero Health Terms & Conditions

1. Overview

Hero Health's mission is to provide software for patients to find, book and pay for appointments, and for practices to process billing and payments for the delivery of healthcare services not funded by the NHS.  We think that transparency about costs of private healthcare is very important and we want to make sure that you have as much information as possible about the costs that arise when you choose to use our service.

For patients - We connect patients with healthcare professionals (e.g., GPs, Nurses, Clinical Psychologists) delivering private healthcare services around the country. We enable patients to check live appointment availability and instantly book and pay for appointments online. We provide patients with a portal where they can manage bookings, view receipts, pay for unpaid invoices etc.

For healthcare practices - We automate patient booking and manage the entire invoicing and payment process, empowering practice administration to focus on supporting clinicians in delivering safe and effective healthcare. Via our marketplace, we direct patients to our partner practices.

Please read our Terms and Conditions carefully as it is important that you understand them. You will be asked to accept them as part of the registration process. In addition, please read our Privacy Policy, which further details elements mentioned within our Terms and Conditions.

We may amend these Terms and Conditions from time to time. Please check to ensure that you understand the terms that will apply at the time you enter into a transaction with us.

2. Best usage

Elements of Hero’s services can be viewed without setting up a Hero Patient account. However, in order to benefit most from our website, you must create a Hero account. This requires you to input basic information about yourself which you then authorise Hero to use and disclose as described in our Privacy Policy.

Your use of our site is an acknowledgement that Hero takes no responsibility for the provision of medical advice received as a result of our services. Although you may receive medical information via Hero (e.g. via social media posts), the provision of such does not constitute a patient/practitioner relationship. Instead, the purpose of Hero’s operation is assisting our clients in the choosing, booking and paying for healthcare specialists.

All content provided by Hero Health is regulated and is considered to be true and accurate. However, Hero are unable to make complete assurances that content posted from third-parties on the website is true. This is particularly relevant to professional qualifications, the quality of practitioner’s work, price information, insurance coverage, or other services listed through Hero. In no event shall we be liable to the users for any decision made or action taken by them in reliance to the aforementioned content. Furthermore, we do not in any way endorse or recommend any individual or entity listed or accessible through our site.

3. Appointment information

3.1 Cancellations

By default, appointments are refundable if cancelled 24 hours (working days) in advance of appointment time. Otherwise no refund applies. Individual practices using the Hero platform may vary this at their discretion.

4. We do not provide medical advice

All content received from Hero is used for strictly administrative purposes.

Medical content posted on Hero’s channels is intended to be useful, but is in no way a substitute for professional medical help, diagnosis or treatment. Nothing posted by Hero must be taken as a replacement for seeking help from a medical professional. If you rely on any content provided by Hero, you do so solely at your own risk.

5. We do not provide a patient doctor relationship

Medical professionals may use our services to post health information. Hero will not be liable for the use of this information and do not regard information posted by medical professionals on our site as the basis of a medical relationship. Under no circumstance is there a licensed patient doctor relationship created by the reader and the site. This includes all features of the application, especially content posted by Hero on our application and social media pages. We are not liable for any assistance we may provide the customer in helping them find an appropriate health professional.

Hero encourages Healthcare Providers to use the Services responsibly, but has no control over any Healthcare Provider at any particular time. We will not be liable for cancelled or otherwise unfulfilled appointments, or any injury or loss resulting therefrom, or for any other injury or loss resulting or arising from, or related to, the use of our site whatsoever.

6. Authorisation and acknowledgement; important information on healthcare provider relationships and healthcare provider lists

In connection with using Hero to locate, schedule and pay for appointments with Healthcare Providers, you understand that we are not liable for your choice of healthcare provider. Hero takes no responsibility for whether your choice of provider is suited to your particular needs. We are not responsible for showcasing doctor’s specialities, experience, qualifications, licenses and other information that may be important to the user.

Despite this, Hero does take certain steps to verify that Healthcare Providers participating on Hero hold certain active licenses, certifications or registrations required by law to practice the specialties of the medical services they are offering through our site. Hero may also exclude Healthcare Providers from Hero’s site who, in our discretion, have engaged in inappropriate or unprofessional conduct.

Some Healthcare Providers listed through Hero have entered into contracts with us, and may pay us a fee in order to be marketed through our site. To help you find suitable healthcare providers and show the diversity of Healthcare Providers participating on the site, we will provide you with lists populated with practitioner details and availability. These results are may be based on information that you provide to us, such as geographical location, practitioner type, practitioner gender and payment method.

Hero does not endorse specific healthcare providers, so does not create any form of warranty to our customers. We do not receive any marketing fees from healthcare providers, meaning we are not paid to prioritise providers on our lists.

We may show you advertisements or sponsored results on our website. Hero will receive additional fees from Healthcare Providers for providing Sponsored Results. Sponsored Results shown through the Services are not, and should not be considered, an endorsement or recommendation by Hero of the Healthcare Provider.

6.1 Hero as an informative resource

Hero Health is an informative resource for consumers and Healthcare Providers alike. We may, but have no obligation to, publish Content through the Services that is reviewed by our editorial personnel. No party (including Hero) involved in the preparation or publication of such works guarantee that the Content is timely, accurate or complete, and they will not be responsible or liable for any errors or omissions in, or for the results obtained from the use of, such Content.

6.2 Healthcare Provider content

Content provided by healthcare providers is their sole responsibility. Such content often changes frequently and may become out of date, incomplete or inaccurate.

6.3 Procedures/products/services

Procedures, products, services and devices marketed through the site are not applicable to all individuals, patients or all clinical situations. Any procedures, products, services or devices represented through Hero by advertisers, sponsors, and other participants of Hero, either paid or unpaid, are presented for your awareness and do not necessarily imply safety or appropriateness for any particular individual or prediction of success.

7. Your personal information

Protecting patient privacy and keeping your information secure are among our biggest priorities. See our Privacy Policy for details on how we may use, share, and maintain the information that you voluntarily share with Hero. You acknowledge and agree that information you input into Hero is accurate. You also acknowledge that Hero may use the data or information you provide in accordance with our Privacy Policy.

8. Your responsibilities

8.1 Your account credentials

When you create a Hero account, you will provide an email address and create a password. You should keep these details private and not share your them with anyone. You must immediately notify us if your password has been stolen or compromised by sending an email to notifications@herohealth.net. You may also be able to connect to the site through a third-party service, such as Facebook or Google. If you connect to Hero through a third-party service, you give us permission to access and use your information from them. This includes storing your log-in details for said service. Hero has no control over the content, accuracy, privacy policies, or practices of or opinions expressed by any such third-party and therefore takes no responsibility for them.

8.2 Your responsibilities generally

The Services are free, but you are responsible for your healthcare expenses. Charges rendered by healthcare providers on our site will be entirely your responsibility. You are responsible for inputting accurate information into Hero. Transactions that take place through Hero are between the patient and the healthcare provider, meaning any altercations that take place must be resolved without Hero’s involvement.

In using our service, you give permission for your card details to be stored securely on Hero’s behalf by our payment processer, Stripe (PCI Level 1 Service Provider). You understand that Healthcare providers may initiate payments on your behalf through Hero, and that these payments may be taken on a one-off or recurring basis depending on your agreement with your healthcare provider. You understand the payment amount will be determined by your healthcare provider.

You are responsible for how you choose to use the site. You may only use the Sites services for lawful, non-commercial purposes. You may not use Hero in any manner that could damage our service, and you may not interfere with any other party’s use and enjoyment of the website or its services. You may not attempt to gain unauthorised access to any of the Services, user accounts, or computer systems or networks, through hacking, password mining or any other means.

In addition to our rights in these Terms and Conditions, we may take any legal action and implement any technological measures to prevent violations of the restrictions hereunder and to enforce these Terms and Conditions.

8.3 Responsibilities of Healthcare Providers and Others in the Healthcare or Medical Industries

If you are a Healthcare Provider or other person or entity in the healthcare or medical industries, regardless of whether you maintain an account with Hero or whether you schedule or intend to schedule appointments through the Services, you acknowledge and agree that:

(a) You will not use Hero to view, access or otherwise use, price, availability, or other content for any purpose other than your own personal use as a patient or prospective patient.

(b) You will not use Hero to view or attempt to change any of the prices charged for any product or service listed on our site. The kinds, frequencies or amounts of any product or service offered; or the customer or customer categories for any product or service, or otherwise engage or attempt to engage in price fixing, output restriction, or customer or market allocation.

(c) You will not use the Services, directly or indirectly, to engage in any anti-competitive, deceptive or unfair practices, or otherwise violate applicable antitrust, competition or consumer protection laws, or regulations.

9. Changes to Hero Health and additional terms

9.1 Changes to Hero

We may from time to time make changes to Hero. These could include adding new features to site, changing a new service for one of the existing ones, deciding to discontinue or suspend an existing service on the site. Under no circumstances will Hero be liable for any of the actions listed above.

9.2 Additional terms

Some services may have additional terms that will further govern your use of that section of Hero. These terms will supplement this agreement. If you choose to register for, access or use any additional services, you may be presented with such additional terms. The use of these services will be taken as an acceptance of these additional terms.

9.3 Links to other websites

While using the Hero you may encounter links to other websites. We take no responsibility for the content on these links, and if you should choose to follow them, we will not be liable for anything that happens next. Although we attempt to link to trustworthy websites, it is possible that they will contain materials that are objectionable, unlawful, or inaccurate and we will not be responsible or liable for the legality of anything displayed on these websites.

9.4 Content you post or submit

Hero may offer you a chance to submit feedback on the healthcare providers you have used through the site. It is important that you act responsibly when providing this feedback, and that the information you post is true and accurate.

Hero reserves the right to investigate and, at our discretion, remove any offending communication that is found on the site. We also reserve the right to delete the account the user and will proceed by blocking your use of Hero Health.

10. Your use of content

All of the content on the site is owned by either Hero or our licensors and is protected by copyright. We give you permission to use content from Hero for personal, non-commercial purposes only and do not transfer any intellectual property rights to you by virtue of your use of the site. You may store information from Hero for your own convenience, but you may not copy, distribute, republish, sell, or exploit any of the content found on Hero. You may not use Hero for any commercial gain whatsoever.

11. Disclaimer

We created Hero to make a better healthcare experience for patients. We work tirelessly to make that happen, but do not have control over third-parties using our site. Due to this we have no obligation to respond to any action concerning: what content you access, what effects the content may have on you, how you may interpret or use the content, or what actions you may take as a result of having been exposed to the content.

12. Termination

If you’re not using the Service appropriately, we’ll want to work with you to help you better your usage. But Hero reserve the right, if we determine it is appropriate to terminate or deactivate your account with immediate effect. If there has been a violation of any of our written terms, we will also terminate your account. Hero shall not be liable to you or any third-party for any terminations we deem appropriate.

13. Miscellaneous

13.1 Changes to these terms of use

We may change these Terms of Use and the other documents that are part of the Agreement at any time. Upon any such change, we will post the amended terms on Hero. Your continued use of the Site and/or the Services following such posting shall constitute your affirmative acknowledgement of the changed terms. We encourage you to periodically read and review our terms of use, as they are constantly subject to change.

13.2 Limitation of claims

No action arising under or in connection with this Agreement, regardless of the form, may be brought by you more than one year after the cause of action.

13.3 Severability

In the event any one or more of the provisions of this Agreement shall for any reason be held to be invalid or unenforceable, the remaining statements within these terms will remain unimpaired. Whatever section appears to be inappropriate will be worked on with the party in contest in order to deem an alternative that comes closest to the intention of the parties that underlie the disagreement.

13.4 Entire agreement

These Terms and Conditions and the Privacy Policy constitute the entire agreement between you and us and supersede all previous written or oral agreements. If any part of this Agreement is held invalid, we will work to rectify our terms so they reflect what was originally meant within them. The failure of Hero to exercise or enforce any right or provision of this Agreement shall not constitute a waiver of such right or provision.

13.5 Headings

The headings of the sections of the Terms and Conditions are for convenience and do not add any meaning to any of the content written below them.



Last updated on 16th September, 2019
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