Terms and Conditions
Effective Date: 10th May 2025
Last Updated: 27th May 2025
1. Introduction and Acceptance
These Terms and Conditions (“Terms”) apply to your use of the HelloDoc mobile applications and website, and to all healthcare services provided through the HelloDoc platform.
By creating an account, accessing the HelloDoc app or website, or using any part of the service, you agree to be legally bound by these Terms.
For the purposes of these Terms, “HelloDoc” may refer to HelloDoc Ltd, the HelloDoc app, or the HelloDoc service/platform, depending on the context in which the term is used.
If you do not accept these Terms, you should not use the HelloDoc service.
2. Who We Are
HelloDoc Ltd (“HelloDoc”) is the provider of the HelloDoc mobile and web-based platforms, which enable access to video consultations with independent, UK-licensed doctors. While HelloDoc facilitates access to care, the clinical responsibility lies solely with the consulting doctor.
Company Name: HelloDoc Ltd
Company Number: 16394721
Registered Address: 86–90 Paul Street, London EC2A 4NE, United Kingdom
3. Service Overview
HelloDoc provides secure, on-demand video consultations with qualified, UK-registered General Practitioners (GPs) through our mobile applications. Consultations are delivered via a walk-in model — no pre-booking is required.
We aim to provide access to timely and affordable healthcare advice, prescriptions, fit notes, and private specialist referrals, where clinically appropriate.
Please note:
• HelloDoc is a private service only. We do not currently refer to NHS specialist services.
• Our service is only available to individuals physically located in the United Kingdom at the time of consultation.
• Prescriptions issued through HelloDoc are valid only within the UK.
• Not all medical conditions are suitable for telehealth. You must not use HelloDoc in an emergency or if your condition requires an immediate physical examination.
HelloDoc acts as a digital facilitator. All clinical services are provided independently by UK-licensed doctors using the HelloDoc platform.
4. Emergency Disclaimer
The HelloDoc service is not suitable for use in emergency situations or when a condition requires an immediate physical examination or intervention.
You must not use the HelloDoc service if you are experiencing any of the following (this list is not exhaustive):
• Chest pain or suspected heart attack
• Difficulty breathing or shortness of breath
• Sudden weakness or numbness, especially on one side of the body (possible stroke)
• Altered consciousness, confusion, or seizures
• Severe bleeding or trauma
• Any condition requiring urgent in-person examination or treatment
In these cases, you should call 999 or go to your nearest Accident & Emergency (A&E) department immediately.
5. Patient Eligibility and Account Creation
To use HelloDoc, you must meet the following criteria:
• You must be at least 16 years old to register and use HelloDoc independently.
• If you are under 16, a parent or legal guardian must create and manage the HelloDoc account on your behalf, using your correct personal details. HelloDoc may request evidence of parental or legal guardian responsibility, such as a birth certificate or guardianship documentation, where appropriate.
• You must be physically located in the United Kingdom at the time of consultation.
• You must complete the registration process through HelloDoc’s mobile app, providing accurate and up-to-date personal and medical information.
HelloDoc requires all patients to undergo identity verification before receiving a consultation. This may be done through:
• Automated verification using a third-party provider (e.g., Veriff); or
• Manual verification via secure video link and document review, where necessary.
If we are unable to adequately verify your identity, your consultation may be cancelled, and a full refund will be issued.
6. Patient Responsibilities
By using HelloDoc, you agree to:
• Provide accurate, complete, and up-to-date information about your identity, health history, allergies, medications and symptoms.
• Follow medical advice and instructions provided during your consultation.
• Seek emergency or in-person care immediately if advised by a HelloDoc doctor or if your symptoms worsen.
• Keep your account login credentials secure and confidential.
• Notify us immediately if you suspect any unauthorised use of your account.
• Treat HelloDoc doctors and support staff with courtesy and respect.
Abusive, threatening, or inappropriate behaviour may result in the suspension or termination of your account.
7. Account Security
You are responsible for maintaining the confidentiality of your HelloDoc account login details and for all activity that occurs under your account.
• You must not share your login credentials with anyone else (except a parent/guardian managing an account on behalf of a minor).
• You agree to notify us immediately if you suspect unauthorised access or misuse of your account (please refer to our contact details on our homepage).
• HelloDoc is not liable for losses or damages resulting from your failure to safeguard your account credentials.
8. Consultations and Clinical Outcomes
HelloDoc provides real-time video consultations with UK-licensed General Practitioners.
During your consultation:
• The doctor may issue a private prescription, a fit note, or a referral letter, based on clinical need and professional judgment.
• Prescriptions are issued via secure third-party partners (e.g., Clynxx) and are valid only within the United Kingdom.
• The doctor may order further investigations, such as pathology, diagnostic imaging (e.g., ultrasound, X-ray, CT or MRI), or interventional radiology procedures, which will be carried out by third-party providers. These are offered only when clinically appropriate and subject to the availability of HelloDoc’s diagnostic partners.
• Where relevant, the doctor may refer you to private specialist services or advise you to attend A&E. HelloDoc does not provide direct referrals to NHS specialist services at this time.
• You may be asked to upload relevant files (e.g., images, reports) to support your consultation.
If the doctor determines that your condition is unsuitable for remote assessment and advises you to seek in-person care, a refund will not usually be issued, as the consultation still involved clinical evaluation and professional advice. Refunds may be considered in limited circumstances (see Section 9).
Test Results and Follow-up:
• Where the doctor orders tests, such as pathology or imaging, results will be requested to be sent to HelloDoc and uploaded to your medical record.
• HelloDoc will make reasonable efforts to notify you when test results become available.
• It is your responsibility to ensure that you review and follow up any test or procedure requested, including pathology and imaging results. HelloDoc cannot accept liability for missed or delayed follow-up unless directly caused by our failure to act on received results.
9. Fees, Payments and Refunds
HelloDoc operates on a pay-per-consultation basis. The latest consultation fee is clearly displayed on our website.
How Payment Works
• When you join the virtual queue, HelloDoc will pre-authorise the consultation fee by placing a temporary hold on your payment method.
• You will only be charged at the end of your consultation, based on the final duration and completion status.
• If the consultation does not proceed, the pre-authorisation will be released, and no charge will be made.
Payments are made for access to the HelloDoc platform and the time of the consulting doctor. HelloDoc is not the provider of medical advice.
Payment Methods
We accept:
• Credit and debit cards via our secure payment partner, Stripe
• Apple Pay and Google Pay (depending on device compatibility)
All payments are processed securely and are PCI DSS-compliant. HelloDoc does not store your full payment details.
Refund Policy
Refunds may be issued only in limited circumstances, including:
• A technical failure prevents the consultation from starting or being completed.
• The consultation is cancelled due to failed identity verification.
• The doctor, at their discretion, determines that the consultation could not proceed in a clinically meaningful way (e.g., due to connection issues).
Refunds will not be issued:
• If the consultation is completed and the doctor recommends in-person care.
• If the patient fails to respond to the doctor’s incoming call (via the app or via alternate means such as phone), or voluntarily ends the session.
• If the patient refuses to follow medical advice or instructions during the consultation.
All refund requests are reviewed individually. You will be notified of the outcome within 5 business days, and approved refunds will be processed within 10 business days.
10. Acceptable Use and Patient Conduct
By using HelloDoc you agree to behave in a respectful, lawful, and responsible manner at all times when using our services or interacting with our platform, clinicians, or staff.
You must not, or allow others to:
• Harass, abuse, threaten, or intimidate HelloDoc staff, doctors, or other users.
• Provide false, misleading, or fraudulent information about your identity or health.
• Attempt to obtain prescriptions, referrals, or clinical outcomes under false pretences.
• Record, screenshot, copy, or distribute any part of your consultation or communications without prior written permission.
• Share your account login with others or permit unauthorised use of your account.
• Interfere with, damage, or disrupt the HelloDoc platform or attempt to breach its security.
Violations of this policy may result in temporary suspension or permanent termination of your HelloDoc account. In serious cases, we reserve the right to report unlawful activity to the appropriate authorities.
11. Technical Requirements and Limitations
To use HelloDoc, you must have:
• A stable internet connection (4G or Wi-Fi recommended)
• A compatible smartphone with a functioning camera and microphone
• The latest version of the HelloDoc mobile app
• Not navigate away from the Hellodoc app while waiting for a consult
• Ensure you’re in a quiet, private location before starting your consultation.
HelloDoc is not responsible for service issues resulting from:
• Poor connectivity or mobile reception
• Outdated devices or operating systems
• Software conflicts or user-side configuration issues
You acknowledge that telehealth consultations have clinical limitations and that some conditions may not be diagnosable or treatable via video consultation. The doctor may advise you to seek in-person care, which is not a failure of service.
12. Intellectual Property and App Licence
All content, branding, software, and services provided through HelloDoc, including logos, text, video, and designs, are the intellectual property of HelloDoc Ltd.
When using the HelloDoc app, you are granted a limited, non-exclusive, non-transferable licence to use the platform for personal healthcare purposes only. You must not:
• Reproduce, redistribute, modify, or commercially exploit any part of HelloDoc
• Share your access credentials or allow third parties to use your account
• Use HelloDoc content for commercial, resale, or data mining purposes
Unauthorised use of the platform may result in account termination and legal action.
13. Privacy, Data Protection and Consultation Recordings
HelloDoc is committed to protecting your privacy and complying with data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
• Our full Privacy Policy explains how we collect, store, and use your personal and health information. You can view it at hellodoc.co.uk/privacy-policy.
• We process your data lawfully for the purpose of providing healthcare, ensuring clinical quality, and meeting our legal obligations.
Consultation Recordings
• Some consultations may be recorded for the purposes of quality assurance, clinician training, or regulatory compliance.
• You will be informed of any recording before or at the start of the consultation.
• All recordings are stored securely, treated as sensitive health data, and are only accessible to authorised clinical governance staff.
14. Updates to These Terms
We may update these Terms and Conditions from time to time to reflect changes in:
• Legal or regulatory requirements
• Our services or technology
• Feedback or operational improvements
We will notify you of any material changes through email and/or in-app notification, or by publishing an updated version on our website.
Your continued use of HelloDoc after an update constitutes your acceptance of the revised terms.
15. Complaints and Feedback
We welcome your feedback and are committed to resolving complaints promptly and fairly.
If you wish to raise a complaint or concern, email as at:
We will acknowledge your complaint and aim to respond within 5 business days.
If your complaint relates to the provision of medical services and you are not satisfied with our response, you have the right to escalate the issue to the Care Quality Commission (CQC) or relevant regulatory body.
16. Termination/Suspension of Account
You may terminate your HelloDoc account at any time by emailing us at:
HelloDoc may permanently terminate or suspend your access to the platform without notice if:
• You breach these Terms or our Acceptable Use policy (see section 10).
• You provide false or misleading information.
• You engage in abusive or fraudulent behaviour.
• Your conduct poses a risk to the safety or wellbeing of staff, clinicians, or other users.
Account termination or suspension does not affect any rights or obligations that arose prior to the event.
Medical Records After Termination / Suspension
If your account is terminated or suspended, either by you or by HelloDoc, your personal and medical data will be retained in accordance with applicable healthcare regulations and our Privacy Policy. This typically means your medical records will be securely stored for a minimum of 8 years from the date of your last consultation, as required by law.
You may still request a copy of your records or request limited restrictions on processing, where appropriate.
17. Access to Medical Records
You have the right to request a copy of your medical records held by HelloDoc.
To request access to your records or to have them shared with another healthcare provider, please email us at:
We will require proof of your identity. Response times are expected within one month, in line with our obligations under the UK GDPR.
In certain cases, we may charge a small administrative fee if your request is excessive or repetitive.
18. Clinical Responsibility and Disclaimer
HelloDoc is a digital platform that facilitates access to healthcare by connecting patients with independent, UK-licensed General Practitioners (GPs) who provide services via secure video consultation.
All doctors using HelloDoc are independent practitioners, not employees or agents of HelloDoc Ltd. Each doctor is solely responsible for the clinical care they provide. By using HelloDoc, you acknowledge and agree that:
• Your clinical and contractual relationship is formed directly with the consulting doctor, not with HelloDoc Ltd.
• All clinical decisions, including diagnosis, treatment, prescriptions, referrals, and medical advice, are the sole responsibility of the consulting doctor.
Doctor Vetting
HelloDoc vets doctors to ensure that:
• They are fully licensed to practise in the UK
• They hold valid registration with the General Medical Council (GMC)
• They are listed on the GP Register
• They are not subject to any active disciplinary proceedings at the time of onboarding
Despite this, HelloDoc does not supervise, manage, or direct clinical care. We are not responsible for the outcomes of consultations, except where the issue arises directly from HelloDoc’s technical platform or administrative error.
19. Governing Law, Jurisdiction, and Dispute Resolution
These Terms are governed by and interpreted in accordance with the laws of England and Wales.
If a dispute arises between you and HelloDoc, we encourage you to contact us first to attempt to resolve the matter informally.
If we are unable to resolve the issue, both parties agree to consider engaging in mediation or an alternative dispute resolution (ADR) process before pursuing formal legal proceedings.
You may bring legal proceedings in the courts of England and Wales. If you reside in Scotland or Northern Ireland, you may alternatively bring proceedings in your local jurisdiction.
20. Contact Information
If you have questions, feedback, or need assistance, you can contact us at:
HelloDoc Ltd
86–90 Paul Street
London EC2A 4NE
United Kingdom
21. Entire Agreement
These Terms, along with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and HelloDoc concerning the use of our services and platform.
They supersede all prior terms, understandings, or communications between you and HelloDoc.
22. Other Legal Clauses
• Assignment: HelloDoc may transfer its rights and obligations under these Terms to another organisation. We will notify you if this happens.
• No Waiver: If we delay enforcing any part of these Terms, it does not mean we waive our right to enforce it later.
• Severability: If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will remain in full force and effect.
