Terms and Conditions

1. Introduction and Acceptance

These Terms and Conditions ("Terms") govern your use of SkinWell's teledermatology platform, including our website, mobile applications, and related services (collectively, the "Services").

Service Provider:
The MedTech Incubator LTD, trading as SkinWell
Registered in England and Wales
Company Number: 16240488
Registered Office: 1st Floor, 21 Poland Street, London, United Kingdom, W1F 8QG
Email: info@skinwell.uk

Regulatory Status:
• CQC Registered Provider: Available Soon
• ICO Registered: Available Soon

By accessing or using our Services, you confirm that:

You have read, understood, and agree to these Terms
You are at least 18 years old (or have parental consent if under 18)
You are legally capable of entering into binding contracts
All information you provide is accurate and truthful

2. Our Services

2.1 Teledermatology Platform

SkinWell provides:

Online consultations with GMC-registered dermatologists via secure video
AI-powered preliminary skin condition analysis (supporting clinical assessment only)
Photo upload and case documentation tools
Secure messaging with healthcare professionals
Electronic prescribing services
Medication delivery coordination
Medical records management
Follow-up appointment scheduling

2.2 What SkinWell Is Not

Not Emergency Care: SkinWell is not for medical emergencies. Call 999 or go to A&E for urgent conditions
Not a GP Replacement: We complement but do not replace your NHS GP
Not for All Conditions: Some dermatological conditions require in-person assessment or specialist referral
Not Guaranteed Diagnosis: Medical assessment is based on information and images you provide; accuracy depends on quality

2.3 Service Availability

Services are available to residents of the United Kingdom. Appointments are subject to practitioner availability. We aim to provide same-day or next-day consultations but cannot guarantee specific timeframes. We reserve the right to modify, suspend, or discontinue any part of our Services with reasonable notice.

3. Account Registration and Responsibilities

3.1 Account Creation

To use SkinWell Services, you must:

Create an account with accurate personal information
Provide a valid email address and phone number
Complete a medical history questionnaire truthfully
Verify your identity when requested
Be at least 18 years old (account holders for minors must be 18+)

3.2 Account Security

You are responsible for:

Maintaining the confidentiality of your login credentials
All activities that occur under your account
Notifying us immediately of any unauthorized access
Using a strong, unique password
Logging out after each session on shared devices

We are not liable for losses resulting from unauthorized account access due to your failure to maintain security.

3.3 Accurate Information

You must provide accurate, current, and complete information, especially:

Medical history and current medications
Allergies and adverse reactions
Previous treatments and outcomes
Current symptoms and their duration
Contact information for appointment notifications

Important: Providing false or misleading medical information may compromise your safety and treatment effectiveness. You must update your information promptly when circumstances change.

3.4 Account Suspension and Termination

We may suspend or terminate your account if:

You breach these Terms
You provide false medical information
You engage in abusive or threatening behavior toward staff
You misuse the platform or attempt fraud
Required by law or regulatory authorities
You have outstanding payment obligations

You may close your account at any time via account settings. Medical records will be retained as legally required.

4. Consultations and Clinical Care

4.1 Booking Consultations

You must complete a case submission with photos and medical questionnaire
Appointment times are subject to practitioner availability
You will receive confirmation via email and SMS
You must be available at the scheduled time in a private location
You need a device with camera, microphone, and stable internet connection

4.2 Practitioner Qualifications

All consultations are conducted by GMC-registered dermatologists or qualified healthcare professionals licensed to practice in the UK. Practitioners operate independently within their professional scope of practice and clinical judgment.

4.3 Clinical Decisions

You acknowledge that:

Diagnosis and treatment are based on information and images you provide
Remote consultations have limitations compared to in-person examinations
Practitioners may decline to prescribe or treat if inappropriate for remote care
You may be referred for in-person assessment or specialist care
AI analysis is a supporting tool only; final decisions are made by qualified practitioners
You should seek in-person care if your condition worsens or doesn't improve

4.4 Patient Responsibilities During Consultations

Provide honest and complete information
Ensure good lighting and clear camera view of affected areas
Be in a private, quiet location
Follow pre-consultation instructions (e.g., remove makeup if applicable)
Ask questions if you don't understand advice or instructions
Follow treatment plans and attend follow-up appointments

4.5 Cancellations and Rescheduling

By You: You may cancel or reschedule up to 2 hours before your appointment without charge. Late cancellations may incur fees. Repeated no-shows may result in account restrictions.

By Us: We may need to reschedule due to practitioner illness, emergencies, or technical issues. You will receive prompt notification and rebooking options. If we cancel, you will receive a full refund.

4.6 Consultation Recordings

Video consultations may be recorded for quality assurance, training, and your medical record (with your explicit consent). Recordings are stored securely and retained according to medical records retention standards. You may request a copy or deletion (subject to legal retention requirements).

4.7 Medical Records Access

You have the right to access your medical records through your account dashboard or by submitting a Subject Access Request. Consultation notes, prescriptions, and images are available immediately after consultations. Full medical records requests will be fulfilled within 30 days.

5. Prescriptions and Medication Delivery

5.1 Prescription Decisions

Prescribing decisions are made solely by qualified prescribers based on clinical judgment. Not all consultations will result in a prescription. Practitioners may decline to prescribe if:

Medication is not clinically appropriate
Contraindications or drug interactions exist
Insufficient information is available for safe prescribing
In-person assessment is needed
The condition is outside the scope of remote consultation

5.2 Medication Delivery

If prescribed, medications are dispensed by our partner pharmacies and delivered to your registered address. Delivery typically takes 1-3 working days. You must:

Provide accurate delivery address
Be available to receive medications (some require signature)
Store medications according to instructions
Check medications upon receipt and report any discrepancies

5.3 Medication Safety

You agree to:

Read all patient information leaflets
Take medications exactly as prescribed
Report adverse reactions or side effects immediately
Not share medications with others
Store medications safely away from children
Dispose of medications properly (return to pharmacy or follow disposal instructions)
Attend follow-up appointments as recommended

5.4 Controlled Drugs

SkinWell does not prescribe controlled drugs or medications with high abuse potential through online consultations. Such medications require in-person assessment and specialized prescribing procedures.

5.5 Prescription Charges

Consultation fees and medication costs are separate. Medication prices are displayed before checkout. If you are entitled to free NHS prescriptions, you must provide valid exemption evidence. Private prescriptions incur the full medication cost.

6. Fees, Payment, and Refunds

6.1 Service Fees

Current fees are displayed on our website and app before booking. Fees typically include:

Initial consultation fee
Follow-up consultation fee (if applicable)
AI analysis fee (if applicable and consented)
Medication costs (charged separately)
Delivery fees (if applicable)

We reserve the right to change fees with reasonable notice. Changes will not affect already-booked appointments.

6.2 Payment Methods

We accept payment via credit/debit cards and other methods displayed at checkout. Payment is processed securely through our payment provider (Stripe). We do not store full card details. Payment is required at time of booking unless alternative arrangements have been agreed.

6.3 Refund Policy

Consultation Fees:

Full refund if you cancel more than 24 hours before appointment
50% refund if you cancel 2-24 hours before appointment
No refund for cancellations less than 2 hours before or no-shows
Full refund if we cancel your appointment
Refunds for service failures assessed case-by-case

Medication Costs:

Refunds available for unopened, unused medications in original packaging within 14 days
Damaged or incorrect medications will be replaced or refunded
No refunds for medications that have been opened or used
Return postage costs may apply

Refunds are processed within 5-10 working days to the original payment method.

6.4 Subscription Services

If you subscribe to ongoing treatment plans:

Payments are automatically charged according to your subscription schedule
You can cancel subscriptions at any time with effect from the next billing cycle
No partial refunds for unused portions of current subscription period
Medication subscriptions require periodic clinical reviews

6.5 Insurance and Reimbursement

Some private health insurance policies may cover SkinWell consultations. We can provide invoices and medical reports for insurance claims, but you are responsible for liaising with your insurer and ensuring coverage. We do not bill insurance companies directly.

7. Acceptable Use Policy

7.1 Prohibited Activities

You must not:

Provide false, misleading, or fraudulent information
Impersonate another person or share accounts
Attempt to obtain prescriptions for controlled substances inappropriately
Use the service for illegal purposes
Upload inappropriate, offensive, or non-medical images
Abuse, threaten, or harass staff or practitioners
Attempt to access other users' accounts or data
Reverse engineer, copy, or extract data from our platform
Use automated tools to access or scrape the service
Introduce viruses, malware, or harmful code
Circumvent security measures or authentication systems
Resell or redistribute our services without authorization

7.2 Consequences of Misuse

Violation of this policy may result in:

Immediate account suspension or termination
Reporting to relevant authorities (police, GMC, CQC)
Legal action for damages
Permanent ban from using SkinWell services
Notification to your GP if safety concerns arise

7.3 Appropriate Use of AI Features

When using AI-powered analysis:

Understand that AI provides preliminary assessment only, not diagnosis
Do not rely solely on AI analysis for medical decisions
Always consult with a qualified practitioner
Provide clear, well-lit photos following guidelines
Do not attempt to manipulate or game the AI system

8. Intellectual Property Rights

8.1 Our Intellectual Property

All content, features, functionality, and technology on the SkinWell platform are owned by MedTech Inc and protected by copyright, trademark, and other intellectual property laws. This includes:

Website and app design, layout, and graphics
Software code and algorithms (including AI systems)
SkinWell name, logo, and branding
Educational content and medical information
Databases and data compilations

You may not copy, reproduce, distribute, modify, or create derivative works without our express written permission.

8.2 Your Content

You retain ownership of photos, information, and content you upload. However, you grant us a license to:

Store and process your data to provide services
Share with treating practitioners and authorized staff
Use anonymized/de-identified data for research and AI improvement (with consent)
Retain data as required for medical records and legal compliance

You warrant that you have the right to upload all content and that it doesn't infringe others' rights.

8.3 Trademarks

"SkinWell" and associated logos are trademarks of MedTech Inc. You may not use our trademarks without prior written consent. Third-party trademarks appearing on the platform belong to their respective owners.

9. Privacy and Data Protection

Our collection, use, and protection of your personal and health data is governed by our Privacy Policy, which forms part of these Terms. By using our Services, you also agree to our Privacy Policy.

Key points:

We comply with UK GDPR and Data Protection Act 2018
Your health data is treated as special category data with enhanced protection
We implement robust security measures to protect your information
You have rights to access, correct, and delete your data (subject to legal requirements)
Medical records are retained as required by law and professional standards

Please read our full Privacy Policy for detailed information.

10. Limitations and Disclaimers

10.1 Service Availability

We strive to provide continuous service but do not guarantee uninterrupted access. Services may be unavailable due to maintenance, technical issues, or circumstances beyond our control. We are not liable for service interruptions or their consequences.

10.2 Medical Disclaimers

Important Medical Limitations:

Teledermatology has inherent limitations compared to in-person examination
Diagnosis accuracy depends on quality of information and images provided
Not all conditions can be diagnosed or treated remotely
AI analysis is a supporting tool and not a substitute for professional judgment
Treatment outcomes vary and cannot be guaranteed
You must seek emergency care for urgent or worsening conditions
Practitioners exercise independent professional judgment; we don't direct clinical decisions

10.3 No Warranties

Services are provided "as is" and "as available" without warranties of any kind, express or implied. We disclaim all warranties including:

Merchantability and fitness for particular purpose
Accuracy, reliability, or completeness of content
Error-free or uninterrupted operation
Specific health outcomes or treatment success

This does not affect your statutory rights or our obligations under consumer protection law.

10.4 Third-Party Services

We use third-party services (payment processors, pharmacies, couriers). We are not responsible for failures, errors, or issues arising from third-party services, though we will assist in resolution where possible.

11. Limitation of Liability

11.1 What We Are Liable For

Nothing in these Terms excludes or limits our liability for:

Death or personal injury caused by our negligence
Fraud or fraudulent misrepresentation
Breach of statutory rights as a consumer
Any other liability that cannot be excluded under UK law

11.2 Limitation of Liability

Subject to clause 11.1, our total liability for any claim arising from these Terms or use of Services is limited to the amount you paid for the relevant service in the 12 months preceding the claim (or £100, whichever is greater).

We are not liable for:

Indirect, consequential, or incidental damages
Loss of profits, revenue, business, or opportunities
Loss or corruption of data
Business interruption
Reputational damage

11.3 Clinical Negligence

Practitioners are independent healthcare professionals responsible for their own clinical decisions. Claims of medical negligence or malpractice should be directed to the individual practitioner and their professional indemnity insurer. We maintain appropriate insurance coverage for our platform operations.

11.4 Your Responsibilities

You agree to indemnify and hold us harmless from claims arising from:

Your breach of these Terms
Your provision of false or misleading information
Your misuse of the platform
Your violation of laws or third-party rights

12. Complaints and Dispute Resolution

12.1 Our Complaints Procedure

If you're unhappy with our service:

Contact our support team: support@skinwell.co.uk or via in-app chat
Provide your account details, consultation reference, and complaint details
We will acknowledge within 2 working days
We will investigate and respond within 10 working days
If unresolved, escalate to our Complaints Manager

12.2 Clinical Complaints

Complaints about clinical care follow NHS complaints procedures and are reviewed by our Clinical Governance Lead. You may also contact:

CQC: For care quality concerns - 03000 616161
GMC: For practitioner conduct concerns
Parliamentary and Health Service Ombudsman: If unresolved after our process

12.3 Alternative Dispute Resolution

If we cannot resolve a dispute, you may use:

Online Dispute Resolution platform (for EU consumers): ec.europa.eu/consumers/odr
Relevant ombudsman services
Mediation services

Using ADR does not affect your right to take legal action.

12.4 Governing Law

These Terms are governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction for disputes, though consumers may bring proceedings in their local courts.

13. General Provisions

13.1 Changes to Terms

We may update these Terms to reflect legal changes, new features, or operational requirements. Material changes will be notified via email and in-app notification at least 30 days before taking effect. Continued use after changes constitutes acceptance. If you disagree, you may close your account.

13.2 Assignment

We may transfer our rights and obligations under these Terms to another organization (e.g., in case of merger or acquisition). We will notify you and ensure your rights are protected. You may not transfer your rights without our consent.

13.3 Severability

If any provision of these Terms is found invalid or unenforceable, it will be limited or eliminated to the minimum extent necessary, and remaining provisions will continue in full force.

13.4 Waiver

Our failure to enforce any right or provision doesn't constitute a waiver of that right. Waivers must be in writing to be effective.

13.5 Entire Agreement

These Terms, together with our Privacy Policy and any other policies referenced, constitute the entire agreement between you and SkinWell regarding use of our Services.

13.6 Force Majeure

We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including natural disasters, pandemics, war, terrorism, riots, strikes, internet failures, or government actions.

13.7 Third-Party Rights

These Terms are between you and SkinWell. No third party has rights to enforce any provision under the Contracts (Rights of Third Parties) Act 1999, except practitioners may enforce provisions relating to their independent status and liability limitations.

13.8 Notices

Legal notices must be sent to legal@skinwell.co.uk or our registered address. We will send notices to your registered email address. Notices are deemed received:

Email: 24 hours after sending (if not bounced)
Post: 3 working days after posting
In-app: When displayed

14. Contact Information

For Questions About These Terms:
Email: legal@skinwell.co.uk
Support: support@skinwell.co.uk
Phone: [Support Number]

For Medical or Clinical Matters:
Clinical Team: clinical@skinwell.co.uk
Urgent Matters: Contact via in-app emergency button

Registered Company Details:
MedTech Inc (trading as SkinWell)
Registered in England and Wales
Company Number: [Companies House Number]
Registered Office: [Company Address]
CQC Registration: [CQC Number]
ICO Registration: [ICO Number]