Customer Terms

At Naytal, we strive to explain things in a clear, easy to read format to give you better knowledge and understanding of your healthcare. We’ve tried to do the same with our legal wording, however official terminology sometimes can’t be avoided. If anything is unclear or doesn't make sense we are always here to help at support@naytal.uk

1. Introduction

1. Introduction

1.1 The Naytal site (the Site) is owned and operated by Naytal Ltd of 63/66 Fifth Floor Suite 23, Hatton Garden, London EC1N 8LE (we, us).

1.2 These terms of use (the Terms) apply to everyone (you) who registers on the Site and makes a booking for a video consultation (a Consultation) with one of our health expert practitioners (a Practitioner). If you have any questions, you can contact us by email at support@naytal.uk

1.3 We may update the Terms from time to time for technical or legal reasons, or because the needs of our business have changed. Where we make a significant change, we will email you in advance with details of the change.

1.4 The Site is an online platform where you can engage Practitioners to carry out Consultations. When you make a booking with a Practitioner, a contract comes into effect directly between you and the Practitioner. We are an intermediary platform, and Consultations are provided by the Practitioners independently of us.

2. Registering on the Site

2. Registering on the Site

2.1 To register on the Site, you must be at least 18 years old and legally capable of entering a contract.

2.2 Please take precautions to protect your password and any device on which you access the Site and contact us immediately by email at support@naytal.uk if you believe there has been any unauthorised use of your account. You are responsible for any activity under your account and you may not transfer your account to anyone else. We may deny access to a password if we reasonably believe that it is being used by an unauthorised person or that the user is in breach of the Terms.

3. Booking a Consultation

3. Booking a Consultation

3.1 When you request to book a Consultation with a Practitioner, you are making an offer to book an appointment with that Practitioner. We will email you when your chosen Practitioner confirms your Consultation, at which point a contract comes into effect between you and the Practitioner. Payment for the Consultation (the Fee) is due on making your booking. In the very rare circumstances where a Practitioner cannot attend a Consultation for any reason we will contact you and offer you the option of (i) an alternative time, (ii) an alternative Practitioner or (iii) a refund of the Fee.

3.2 We do not accept insurance or other health coverage as payment and the Fee may not be covered under any health benefit plan or insurance coverage plan.

3.3 If you are booking a Consultation on behalf of someone else, that person must be at least 18 years old and you must have the consent of that person to do so and to disclose personal data about that person to us and our Practitioners.

3.4 You may cancel the Consultation and receive a full refund of the Fee in the following limited circumstances: (a) you email us at support@naytal.uk to cancel the Consultation at least 24 hours before the scheduled start time for the Consultation; (b) the Practitioner or we have to cancel the Consultation; (c) the Practitioner fails to attend the Consultation; and/or (d) we are unable to host the Consultation. No refund is due if you cancel less than 24 hours before your Consultation, you fail to attend the Consultation and/or you are unable to access the Consultation for any reason.

3.5 Naytal is not an emergency service. Do not use the Site or try to book a Consultation if you have a medical emergency. Please call 999. You should also consult with your usual GP or healthcare provider before seeking any new treatment or before you alter, suspend or initiate any change in your current medical treatment or regime.

4. The Consultation

4. The Consultation

4.1 We will host the Consultation with reasonable skill and care. You should ensure that your device has a suitable internet connection to attend the Consultation and operates with the latest available version of security software to protect against the transmission of viruses and malware.

4.2 You must not: (a) use any abusive language to the Practitioner; (b) act in any manner which is or which could reasonably be considered by the Practitioner to be sexual, threatening, harassing, intimidating, discriminatory or aggressive, or which might make the Practitioner uncomfortable; (c) be under the influence of alcohol or recreational drugs at the time of the Consultation; and (d) attempt to make any payment (in cash or otherwise) to the Practitioner. If you do not comply with any of these requirements then the Practitioner will be entitled to refuse to provide the Consultation and you not be entitled to a refund of the Fee.

4.3 You acknowledge and agree that the Practitioner may make notes of any Consultation. You may request a copy of those notes and otherwise exercise any of your rights in relation to your personal data under applicable laws.

4.4 If there is a dispute between you and a practitioner, please let us know. We will ask each of you to discuss in an amicable and professional manner the issue to attempt to resolve the issue but otherwise we do not manage any dispute between you and a Practitioner.

5. Feedback

5. Feedback

5.1 You may leave feedback following a Consultation. This could be on the user experience of the Naytal consultation platform, or on the Consultation itself. We ask that all feedback is honest and represents an accurate description of the Platform or the Consultation as the case may be. We will monitor, edit and/or post feedback at our discretion.

6. Disclaimer

6. Disclaimer

6.1 We check all relevant information from a Practitioner to ensure that the Practitioner is properly qualified to provide Consultations. We also perform checks to establish that the Practitioner holds professional indemnity insurance and that they have not been convicted of any relevant or significant crime or criminal activity. However, the Practitioners are not our employees and so we cannot represent, endorse or recommend any Practitioner or the quality of their services.

6.2 You may have legal rights against the Practitioner in relation to failures to provide the Consultation in accordance with reasonable skill and care, or his/her professional obligations. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect your statutory rights.

6.3 The Site may contain links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them. However, we shall ensure that the links reflect our ethos.

6.4 To the extent permitted by law, if we are in breach of these Terms and/or we are negligent under any duty of care we owe to you, we shall only be liable to you for direct losses that arise and our maximum liability shall be the Fee paid for the Consultation.

7. Site Availability and Use

7. Site Availability and Use

7.1 The copyright in all content on the Site is owned by or licensed to us. All rights are reserved. You can view, print or download extracts of the Site for your own use, but for no other purposes. You cannot otherwise copy, publish, or disseminate in any form whatsoever or use the content of the Site without our permission.

7.2 When you use the Site you agree not to (a) try to gain unauthorised access to the Site or any networks, servers or computer systems connected to the Site; (b) harvest or otherwise collect non-public information about another user obtained through the Site (including email addresses; (c) use contact details found on the Site for antisocial, disruptive, or destructive purposes; (d) transmit spam, chain letters or other unsolicited emails; (e) access the Site with the intention of using any information, content or other know-how to set up a competitive platform; and/or (f) reproduce, redistribute, sell, create derivative works from, decompile, reverse engineer, or disassemble all or part of the Site save to the extent expressly permitted by law not capable of lawful exclusion.

7.3 We try to maintain and make the Site available at all times. However, there may be occasions when access may be interrupted, including for scheduled maintenance or upgrades, for emergency repairs, or due to failure of telecommunications links and/or equipment. We shall try to schedule maintenance and upgrades outside of normal working hours and not to affect a Consultation.

8. Termination or Suspension

8. Termination or Suspension

8.1 We may suspend or terminate your account at any time and without liability to you for any or no reason, including if (a) any information that you provide to us is not true or we cannot verify or authenticate any such information; (b) you are in breach of any of the Conditions of the Terms; and/or (c) we receive complaints or disputes are raised in relation to your activities on the Site or otherwise.

8.2 Following termination by us of your account you must cease to use the Site and you may not try to register again under a different name.

8.3 You may contact us at any time at the email address set out above to terminate your account or you can do so within your dashboard on the Site.

9. General

9. General

9.1 The Terms (as amended from time to time) constitute the entire agreement relating to your use of the Site.

9.2 Our failure to exercise or enforce any right or provision of the Terms shall not constitute a waiver of such right or provision.

9.3 Any notice to you via email, regular mail or notices or links on our Site shall constitute acceptable notice to you under the Terms.

9.4 To the extent permitted by law, the Terms shall be governed by and construed in accordance with the laws of England and Wales and you agree to submit to the exclusive jurisdiction of the English Courts. However, we acknowledge that, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, if you are a resident in Wales, you may also bring proceedings in Wales and if you are resident of Scotland, you may also bring proceedings in Scotland.

Last updated: 15th Jul 2021

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