5.1. We will either collect payment in association with your Membership from you directly or through a third-party payment processor, such as Stripe.  

5.2. You will be billed through your payment account linked to your Aneira Health account (“Billing Account”) on the Aneira Health App.  

5.3. You authorise us, through the third-party payment processor, to charge your chosen payment provider (“your Payment Method”). You agree to make payment using that selected Payment Method. We reserve the right to correct any errors or mistakes that we or the third-party payment processor make if we or the third-party payment processor have already requested or received payment.  

5.4. The terms of your payment will be based on your Payment Method and may be determined by agreements between you and the financial institution, credit card issuer or other provider of your chosen Payment Method. If we, through the third-party payment processor, do not receive payment from you, you agree to pay all amounts due on your Billing Account upon demand.  

5.5. You must provide current, complete and accurate information for your Billing Account. You confirm that you are authorised to use the Payment Method. You must promptly update all information where relevant to keep your Billing Account up-to-date, complete and accurate. This includes updating your details where there has been a change in your:   - Billing address;
- Credit card number; and/or  
- Credit card expiration;  

5.6. You must promptly notify us or the third-party payment processor if your Payment Method is cancelled or if you become aware of a potential breach of security.  

5.7. If you fail to update your account, or provide any other information where there is relevant, you agree that we may continue charging you for any unpaid fees under your Billing Account.  

5.8. For information about how we process your information related to your Billing Account, including where we share this with third-party payment processors, please view our Privacy Notice.  

5.9. All charges under your Billing Account are inclusive of VAT.

5.10. If you have any queries please contact us via the app or on email at hello@aneira.health  

6.2. Any requests for a discretionary refund or extension should be made via contact us via the app or on email at hello@aneira.health.
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 6.1. In exceptional circumstances, Aneira Health may, in its absolute direction, refund some or all of the fees you have paid (“discretionary refund”) or add additional months to your Membership free of charge (“extension”).  

7.1. You have the right to cancel your Membership at any time. Once cancellation is complete, we may revoke access to the Aneira Health App. To cancel your Membership, contact us via the app or on email at hello@aneira.health 

7.1.1. If you cancel your Membership more than 14 days after signing up, refunds are at our discretion.

7.2. Cancelling your Membership within the first 14 days of signing up

7.2.1. If you have not attended one of Aneira Health’s Clinics for a consultation within 14 days of signing up, we will cancel your Membership and refund all fees paid in full.

7.2.2. If you have attended one of Aneira Health’s Clinics for a consultation within the first 14 days of signing up, we will provide a refund of all fees, subtracting the costs of the consultation and the tests carried out. If the costs of your consultation and tests are greater than the fees you have paid until that point, you will be required to pay the difference. Aneira Health will always act in the best interests of Members and we will ensure that if you leave our care you have a plan for next steps.

8.1. In order to commence your Membership, you will be required to download the Aneira Health App and create an account.
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8.2. You must not share the details of your Member login with anyone else unless you require assistance with your account from a carer due to disability or ill health.  
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8.3. You are responsible for ensuring that the email and phone number you provide is valid and that you are able to access Aneira Health’s App. You are also responsible for ensuring your payment details are accurate and kept up-to-date (please see Section 5‘).

8.4. You acknowledge that by providing any information, to us, which is untrue, inaccurate, not current or incomplete, Aneira Health reserves the right to terminate your access and use of the Aneira Health App and/or our Services.
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8.5. You are responsible for all use and activities that occur on your account under your username and password.
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8.6. You are responsible for ensuring that you maintain the security of your devices. If you believe that there has been an unauthorized use of your account or any other breach of security, you must notify us immediately. Contact us via the app or on email at hello@aneira.health
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8.7. We are giving you personally the right to use the Aneira Health App and the Service as set out in these Terms. The Aneira Health App is designed for personal use only, therefore you may not otherwise transfer the App or the Service to someone else, whether or not for any kind of compensation.
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8.8. The ways in which you can use the Aneira Health App may also be subject to Apple Store or Google Play's rules and policies. Updates to the Aneira Health App will be issued via the Apple Store and/or Google Play, depending on which applies to your device. It is your responsibility to make sure you keep the Aneira Health App up-to-date to ensure you receive the optimal service and all security updates.
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8.9. The sign-up process for the Aneira Health App will require you to perform a list of actions, including confirming your contact details, confirming security questions, confirming your eligibility for Membership and consenting to the present Terms and Conditions.

8.10. The Aneira Health App is for informational purposes only and does not provide medical advice. The Aneira Health App, health, fitness and nutrition related information, but are designed for non-commercial, informational purposes only. You should not rely on this information as a substitute for, nor does it replace, professional medical advice, diagnosis or treatment. if you have any concerns or questions about your health or the content on the sites or services, you should always consult with a doctor or other health-care professional. Do not disregard, avoid or delay obtaining medical or health related advice from your health-care professional because of something you may have read on the App. The use of any information provided on the App or through the services is solely at your own risk.

9.1. Aneira Health is digital-first, but not digital-only. Often, it’s more convenient for you to use chat, email or a phone or video call to get what you need, but when you need help face-to-face, you can meet Aneira Health’s clinical teams, including nurses,  sonographers, and doctors in person at an Aneira Health Clinic.
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9.2. Within the Aneira Health App, you will follow a pathway whereby you can provide general information about your symptoms in a questionnaire.  
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9.3. Following this questionnaire, we will assess the information you’ve provided and define an initial pathway of care. We will get in touch and tell you about the next steps.
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9.4. Once you have booked an appointment at a relevant clinic, you will undergo some baseline tests to assess your health and well-being. These will include a blood test (usually from your arm) and genotype testing.
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9.5. Our clinical team will also speak to you and ask you about and record your health history.  Please refer to our Privacy Statement for more information on the types of information we will ask you for and how we collect and store it safely.
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9.6. When we do these tests, we will provide you with information about their purpose and what we expect they can tell us about your health.

10.1. Please note that your use of the Aneria Health App will be subject the Appstore and Google Play's rules and policies Apple: Legal - Apple Media Services - Apple and Google: Google Play Terms of Service.

10.2. The Aneria Health App may contain links to other independent websites which are not provided by us. These independent sites are not under our control, and we are not responsible for and have not checked and approved their content or their privacy policies (if any). You will need to make your own independent judgement about whether to use any such independent sites, including whether to buy any products or services offered by them.

11.1. Aneira Health’s Clinics’ staff, including care coordinators, nurses and doctors, will provide your care. These staff or Consultants involved in your care will all work for Aneira Health as employees or directly employed contractors.

12.1. 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. You can let us know via the app or by calling or email.
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12.2. Sometimes, life gets in the way and you can’t make an appointment at the last minute – or you completely forget. We understand.
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12.3. If you don’t attend multiple booked appointments and don’t let us know we reserve the right to charge you for the cost of the appointment.

13.1. After speaking with you at your first appointment, and where we agree it is relevant to your care, we may provide you with a reproductive hormone test kit so that you can carry out a blood test at home on a particular day in your cycle.
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13.2. This home test kit will include instructions on how to collect and send your samples to us.
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13.3. To ensure you only collect the highest-quality test data, please:

• Use the test kit and collect the samples by following the with the instructions we provide to you. If you want or need some help, let us know and we can support you. Contact us via the App or website.
• Follow good hygiene practices when collecting the samples
• Send your samples for testing within the timelines stated in the instructions. This will enable us to receive a high quality  sample.
  

13.4. If you would like some help conducting this test, let the clinic team or your care coordinator know and we’ll be in touch to help you.

14.1. If you have visited one of Aneira Health’s Clinics and been tested by one of our team or if you have conducted a home test kit, the samples will be sent for analysis.
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14.2. Following analysis, we will send you a report with a summary of your results. We will keep you will be informed as to when you can expect to receive this report. Some tests take longer to complete than others.
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14.3. This summary report will provide the results and tell you what this means for you. We will tell you what you need to do next.

14.4. By using our Services, you acknowledge that for the purpose of analysing patients’ samples, we will use third parties laboratory services to carry out the test. These tests are for diagnostic purposes, for the identification of risk of chronic illness and to predict the success of certain treatments.

15.1. Whilst we endeavour to eliminate all risks that could possibly arise during our provision of clinical care to you, some risks can only be reduced rather than wholly mitigated. To this end, an example of a potential risk potential risks arising from receiving clinical care from Aneira Health:

• When using the home test kits you may experience some discomfort after drawing blood, similar to a bruised finger
• You may learn information about yourself that prompts you to follow up with a healthcare professional
• You may learn information about yourself that causes a negative impact on your emotional and mental well-being, such as in the form of anxiety and worry
  
• Certain care and medical Services we provide you might create potential risks to your physical and mental well-being. Where this is the case, you will be requested to provide informed consent in person in the presence of our clinical team before the Service is carried out.
  

16.1. 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 the Data Protection regulations. For more information please read the data Privacy Statement.

17.1. We will process your personal data in accordance with any applicable data protection laws, for the purposes of the Services and for the duration of your Membership.
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17.2. In the interest of ensuring that your experience of the Aneira Health App is as seamless and efficient as possible, we will need to collect various categories of personal data from you. This includes your health data, to be linked and made accessible to you within the Aneira Health App in once place. It also includes the personal data you provide to us in the course of booking appointments and communicating with the Aneira Health team. For more information on which personal data we collect from you through the Aneira Health App and how we use it, please consult the Privacy Statement.

18.1. 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.
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18.2. We are not responsible for indirect losses including but not limited to loss of income or revenue, loss of business, loss of profits, loss anticipated savings, loss of data however arising and whether caused by tort, breach of contract of otherwise.  

18.3. You agree that Aneira Health will not be liable for any loss or damage arising from your failure to comply with the present Terms and Conditions.

18.4. While we will take reasonable care to ensure you and your belongings are safe at Aneira Health’s Clinics, we will not be liable for the theft or loss, or damage to, any of your, or your visitor’s, property.

18.5. In the unlikely event that any digital content that we have supplied damages a device belonging to you then we will attempt to rectify this. However, we will not be liable for damage that you could have avoided by following our advice to applying any update offered to you free of charge, or for damage that was caused by you when failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

18.6. Please back-up content and data used with the Aneira Health App. We recommend that you back up any content and data used in connection with the Aneira Health App in order to protect yourself in the event that issues arise with the Aneira Health App and/or the Service.

18.7. Check that the Aneira Health App is suitable for your requirements. The Aneira Health App may not meet your individual requirements. Please check that the functions of the Aneira Health App (as described on the Appstore sites) meet your requirements.

18.8. We are not responsible for events outside of our control. If access to the Aneira Health App is delayed by any event outside our control then we will contact you as soon as possible to let you know. We will take steps to minimise the effect of the delay, however, we will not be liable for delays caused by the event.

19.1. We are proud to carry out women’s health medical research in order to improve the services we and others can offer to women (for instance, research into medicines for currently untreatable conditions). We do this both internally and with partners in academia and the life sciences.
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19.2. All research is done on anonymised data, meaning that researchers cannot (in any scenario of reasonable likelihood) be linked back to your personal identity. For the avoidance of doubt, clinical teams involved in your care will, of course, need access to your identifiable information to deliver your care, monitor safety and quality of care.

19.3. As well as doing research using anonymized data, we may partner with women’s health researchers to enable and support clinical trials or studies. These are essential to turn novel science into safe clinical services for women. With your permission, Aneira Health may contact you about relevant opportunities for you to engage in research with Aneira Health and/or its trusted partners. It is your choice whether to take part or not, and your choice will not affect your Membership and care with Aneira Health.

19.4. If you express an interest in taking part in research, the study sponsor will share the full details of the research for you in order to allow you to make a fully informed decision to consent and allow your data to be used.

19.5. For more information on how Aneira Health and its research partners conduct research on your anonymized data, please consult our Privacy Statement.

20.1. 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 and Conditions.
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20.2. We will disclose the Confidential Information only to our employees and Consultants on a strict need-to-know basis and shall ensure that such employees and Consultants are bound by equivalent confidentiality undertakings.

20.3. We may disclose Confidential Information to the extent required by law, by any governmental or other regulatory authority or by a court or other authority of competent jurisdiction, provided that, to the extent it is legally permitted to do so, we give you as much notice of such disclosure as possible.

21.1. We want Aneira Health to be a safe place for all its Members and colleagues. As such, we have a zero-tolerance policy towards any behaviour that is contrary to this ethos. Such behaviour includes, but is not limited to:

21.2. Sexism; racism; homophobia; transphobia; religious intolerance; violence; aggressive, abusive or degrading language or conduct.  
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21.3. We reserve the right to terminate your Membership if you exhibit any behaviours which lead our colleagues or other Members to feel unsafe or which goes against our ethos.

21.4. If you display any behaviour which goes against our ethos, then we reserve the right to investigate such behaviour and the circumstances in which it arose. In such a situation our Complaints Team would inform you of the next steps.

22.1. As a condition for using the Service, you agree not to engage in any of the following activities:
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22.1.1. Non-personal use of the Service or the content on the Aneira Health App;

22.1.2. Resale of any part of, or any product provided in the course of, the   Services or content on the Aneira Health App;

22.1.3. Distribution, public display of any of the content on the Aneira Health App;

22.1.4. Copying, modifying or creating derivative works or any part of the Service or content on the Aneira Health App;

22.1.5. Use of automated or similar means to download data from the Services, including without limitation crawlers, spiders, robots or data mining tools;

22.1.6. Downloading or copying (other than browser page caching) of any part of the Services, or any part of the content on the Aneira Health App;

22.1.7. Attempting to gain unauthorised access to Aneira Health servers or computer systems or to engage in any activity that disrupts, damages, disables, diminishes the quality of, interferes with performance of, or impairs the functionality of, any part of the Service;

22.1.8. Collecting or harvesting any information including, but not limited to, company and individual names, domain names or account names from the Services;

22.1.9. Using any part of the Services for any commercial solicitation purposes;

22.1.10. Use of any part of the Services for any unsolicited bulk messages or unsolicited commercial messages;

22.1.11. Impersonation, falsification of identity or misrepresentation of your affiliation with any person or entity;

22.1.12. Use of the Service where Service use is not permitted;

22.1.13. Use any content in the Service or any promotional materials for the Service, for unauthorised advertising, in connection with any offer to sell or buy any goods or services excepted as permitted by Aneira Health;

22.1.14. Unauthorised use of branded trademarks, trade names and key words associated with the Service or materials in online medial that amounts to false association and/or cause consumer confusion;

22.1.15. Engage in “framing”, “mirroring” or otherwise simulating the appearance or function of the Aneira Health App and its content;

22.1.16 Upload or transmit any content that you do not have a legal right to transmit (such as proprietary and confidential information, personal health information, content that infringes intellectual property rights or a third party, etc);

22.1.17. Violate these Terms, or any code of conduct or other guidelines which may be applicable for a particular area of our Services or have been provided or shared with you in connection with the Service;

22.1.18. Use of the Service or content available on the Aneira Health App other than for their intended purpose, or

22.1.19. Intentionally or unintentionally violate a local, state, national or international laws, or any regulations enforced by laws or regulators.

23.1. We reserve the right to terminate your Membership without notice if:

• You breach any of these Terms and Conditions
• You breach our ‘Zero Tolerance’ policy set out in Section 19 ‘Zero Tolerance’
• We are legally required to terminate the agreement with you
  
• Your treatment plan is cancelled by your Consultant where they consider it is for your best interests and/or where they judge that Aneira is not the most suitable provider of care for you, in which case you may be eligible for a refund of the fees you already paid. For the avoidance of doubt, the view of our Consultant is at their discretion and their decision is finalFor the avoidance of doubt, we will make decisions with the best interests of patients in mind.
  

23.2. In the event that you breach these Terms and Conditions then we reserve the right to end your right to use the Aneira Health App.

23.3. If we end your right to use the Aneria Health App and Services then:

• You must stop all activities authorised by these Terms and Conditions and this includes your use of the Aneira Health App and if applicable any Services;
• You must delete or remove the Aneira Health App from all devices in your possession;
• We may remotely access your devices and remove the Aneira Health App from them and if applicable then cease providing you with access to the Services.
  

24.1. All intellectual property rights in the Aneira Health App, and the Services throughout the world belong to us (or our licensors) and the rights in the Aneira Health App and the Services are licensed (not sold) to you.
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24.2 You have no intellectual property rights in, or to, the App, or the Services, other than the right to use them in accordance with these Terms and Conditions.

25.1. We grant you a license to use the Aneira Health App for the purposes highlighted in these Terms and Conditions. This license is limited to a non-exclusive, non-transferable and revocable license to use the Aneira Health App and any material displayed on it, for use on a device that you own or control and as permitted by these Terms and Conditions for as long as your Membership lasts.

25.2. You agree that you will:
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25.2.1. Not rent, lease, sub-license, loan, provide, or otherwise make available, the Aneira Health App or the Services in any form, in whole or in part to any person without prior written consent from us;

25.2.2. Not copy the Aneira Health App, or any document part of the Services, except as part of the normal use of the App or where it is necessary for the purpose of back-up or operational security;

25.2.3. Not translate, merge, adapt, vary, alter or modify, the whole or any part of the Aneira Health App, or Services nor permit the Aneira Health App or the Services or any part of them to be combined with, or become incorporated in, any other programs, except as necessary to use the Aneira Health App and the Services on devices as permitted in these Terms and Conditions;

25.2.4. Not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the Aneira Health App or the Services nor attempt to do any such things.

26.1. In the eventuality that you are unhappy with the Service provided to you by Aneira Health, we encourage you to make use of our complaints procedure outlined below, which we have developed with the aim of making this process as convenient as possible for you.

26.2. If you have a complaint, please reach out to our team first. You can contact us at care@Aneira.health. Please provide as much detail as possible about your complaint, including any steps you’ve taken, so we can investigate thoroughly.
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26.3. 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 your account on the Aneira Health App.

26.4. Once we receive your complaint, it will be assigned to a member of our Complaints Team who will conduct a thorough investigation. They will review your Member history and your usage of our Service. For information on the personal data the Complaints Team member will have to this end, please consult our Privacy Notice.

26.5. In addition to your customary history, the Complaints Team member will consider any other relevant factors. These might include the nature of your complaint, any supporting documentation you provide as well as any applicable policies.

26.6. We will provide you with a written response detailed out findings, proposed resolution, and the rationale behind our conclusion.

26.7. Should you be dissatisfied with our proposed resolution, you can request for your complaint to be escalated to a senior member of the Complaints Team for further consideration. Please note that our goals are to resolve all complaints to your satisfaction as far as we reasonably can and to learn from any mistakes we may have made. Your feedback is invaluable to us in improving our Services.

27.1. We will do all that we reasonable can to provide the Services to you as described to you in these Terms and Conditions and on our website. We shall not be liable to you for any failure or delay in the delivery of those Services where this failure or delay arises from matters outside of our control (“Force Majeure Event”). This includes but is not limited to:

27.1.1 Industrial action which is not within our capacity to resolve
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27.1.2. Severe weather
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27.1.3. Fire
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27.1.4. Civil commotion
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27.1.5. Riot
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27.1.6. Invasion
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27.1.7. Terrorist attack
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27.1.8. Threat of terrorist attack
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27.1.9. War (whether declared or not)
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27.1.10. Natural disaster
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27.1.11. Restrictions imposed by the government or public authorities
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27.1.12. Epidemic or pandemic disease
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27.1.13. Failure of public utilities or transport systems/ networks

27.2. We will normally expect such events to be short term, and we will take steps to minimize any disruption a Force Majeure Event has on the delivery of our Services.

28.1. We can transfer our contract with you, so that a different organisation is responsible for supplying the Aneira Health App 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.

29.1. We reserve the right to change the Terms and Conditions present in this document. If we do so, we will give you at least 30 days warning, via communicating with you in the Aneira Health App or sending you an email and will publish the new Terms and Conditions on our website.

29.2. Where you terminate our agreement on the basis that our renewal of the present Terms and Conditions negatively affects your use of the Services, we will refund the remaining months of your Membership minus published administration fees.
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29.3. From time to time, we may automatically update the Aneira Health to improve performance, enhance functionality, reflect changes to the operating system and/or address security issues. Alternatively, we may ask you to update the Aneira Health App for these reasons.

29.4. If you choose not to install such updates or if you opt out of automatic updates you may not be able to continue using the Aneira Health App and the Services provided by the App.

30.1. The present 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.