Terms and Conditions.

Important exclusions

WE RELY ON THE CUSTOMERS ACCURATE AND DETAILED DESCRIPTION OF ANY HEALTH INFORMATION AND THE CUSTOMER SHOULD NOT IN ANY CIRCUMSTANCES ACCESS THIS SERVICE IN AN EMERGENCY OR PRE-EXISTING CONDITION.

DOCHQ HEALTH TESTS ARE FOR SCREENING AND MONITORING PURPOSES ONLY. THIS IS NOT A DIAGNOSTICS SERVICE. IT DOES NOT REPLACE A CONSULTATION WITH A MEDICAL DOCTOR.

ANY CUSTOMER USING DOCHQ AI TOOL, PT COACH OR PHYSIO WILL BE RESPONSIBLE OF THEIR PERSONAL HEALTH AND CARE AGAINST INJURIES. YOU AGREE THAT DOCHQ IS NOT RESPONSIBLE OR LIABLE FOR ANY LOSS, DAMAGE, INJURY, OR OTHER MATTERS OF ANY SORT AS THE RESULT OF USING DOCHQ PERSONAL TRAINER OR COACH OR PHYSIO OR ANY PART OF OUR EXERCISE PLATFORM.

PLEASE NOTE THAT THESE TERMS AND CONDITIONS COVER ALL USE OF OUR SERVICES AS SET OUT IN OUR WEBSITE AND WE RESERVE THE RIGHT TO AMEND, MODIFY AND/OR CHANGE THE SAME FROM TIME TO TIME. FOR THE AVOIDANCE OF DOUBT, THE TERMS APPLICABLE TO THE CUSTOMER SHALL (SAVE AND EXCEPT ANY CHANGES IMPOSED BY LAW) BE THOSE TERMS AS VALID AT THE TIME OF ANY RELEVANT TRANSACTION.

1. Interpretation

1.1 Definitions. In these Conditions, the following definitions apply:

"Conditions" - these terms and conditions are amended from time to time by DocHQ.

"Contract" - the contract between the Customer and DocHQ for the supply of a product and services.

"Customer" - any person over the age of 18 years of age.

"DocHQ AI tool" exercise platform that provides real-time AI feedback and data collection.

"Healthcare Professional" - registered nurse, GP or other relevant qualified healthcare professional who is adequately trained and is knowledgeable in providing services to DocHQ customer.

"Intellectual Property Rights" - all customers, rights to inventions, utility models, copyright and related rights, trademarks, service marks, trade, business and domain names, rights in trade dress or get-up, rights in goodwill or to sue for passing off, unfair competition rights, rights in designs, rights in computer software, database right, topography rights, moral rights, rights in confidential information (including know-how and trade secrets) and any other intellectual property rights, in each case whether registered or unregistered and including all applications for and renewals or extensions of such rights, and all similar or equivalent rights or forms of protection in any part of the world.

"DocHQ" – DocHQ Limited, dochq.co.uk, DocHQ app, any website hosted and or owned by HEALTHHQ GROUP LTD (company number 11186392).

"Appointment Booking" - an online booking made on DocHQ website for online consultation with a Healthcare Professional.

"Online consultation" - an appointment via a link with a DocHQ Healthcare professional or DocHQ approved PT Coach or Physio partner, providing identification, guidance, instruction, consultation or test reporting of the customer’s self-swab test, to allow certificate generation.

"Physiotherapist" – registered, chartered physiotherapist (physio) who is adequately trained and is knowledgeable in providing online physiotherapy consultations and treatment plans for a customer.

"PT Coach" – registered, Personal Training Coach who is adequately trained and is knowledgeable in providing online PT consultations and workouts for a customer.

"Website" - shall mean the websites dochq.co.uk, DocHQ App, and any iFrames or APIs developed in relation to health advice created by or on behalf of DocHQ.

"CQC Approved Clinics" - means all third-party partner clinics. Our partner medical clinics are registered with and comply to the standards required by the Care Quality Commission. https://www.cqc.org.uk/

"Product" - means a kit which enables you to take and store a Sample for testing as appropriate for the type of kit purchased and as sold by us.

"Sample" - means a sample of your biological material such as saliva, blood, urine or stool as provided in accordance with the Product instructions.

"Lab" - means testing the Sample that you send to the Accredited Laboratory, and providing you with the Test Information.

"Test report" - means the results from the Accredited Laboratory for the processed Sample, communicated to you by DocHQ.

1.2 Construction. In these Conditions, the following rules apply:

1.2.1 a person includes a natural person, corporate or unincorporated body (whether or not having separate legal personality);

1.2.2 a reference to a party includes its personal representatives, successors or permitted assigns;

1.2.3 a reference to a statute or statutory provision is a reference to such statute or statutory provision as amended or re-enacted. A reference to a statute or statutory provision includes any subordinate legislation made under that statute or statutory provision, as amended or re-enacted;

1.2.4 a reference to writing includes faxes, texts and e-mails.

2. Basis of Contract between DocHQ and the Customer

2.1 The Contract constitutes the entire agreement between DocHQ and the Customer and any variation to these conditions shall have no effect unless expressly agreed in writing by DocHQ.

2.2 These Conditions apply to the Contract to the exclusion of any other terms that the Customer seeks to impose or incorporate, or which are implied by trade, custom, practice or course of dealing.

2.3 The Customer accepting these terms and conditions consent to DocHQ using the Customer's personal/sensitive data in accordance with DocHQ's privacy policy.

2.4 DocHQ reserves the right to exclude any person from using its services at any time and for any reason. If you have been excluded from making appointments by DocHQ Ltd you will not be able to make a booking.

3. Supply of services

Please refer to relevant service in the Service Appendix

1. DocHQ AI Tool
2. Travel Medicine Certificate
3. DocHQ Physio and PT Coaching consultations
4. Health Test

4. Charges and Refunds

4.1 DocHQ AI Tool

4.1.1 DocHQ AI service is paid upfront and includes the use of the DocHQ personal training application, plans, rewards etc. The fee is stated on the DocHQ website.

4.1.2 You may terminate your Subscription at any time by using our payment management interface. No refunds will be given for unused billed periods; at the end of your billing period your membership will not be renewed after that period expires.

4.1.3 We will terminate your Subscription with immediate effect if you do not pay any applicable Administration or Subscription fee Amount when it falls due.

4.1.4 We may terminate and cancel your Subscription with immediate effect on notice to you if you breach any of the DocHQ Personal Trainer Subscription Rules. In this event you will no longer be able to access any of our facilities and we will not give any refund.

4.1.5 We consider the safety of our subscribers and our staff to be paramount. We reserve the right to refuse any application for Subscription or terminate an existing Subscription where we consider that that Subscription may pose a risk to the health and/or safety of other members or staff. If this happens, we will notify you of this and may refund all unused Monthly Subscription Amount. The refund is at our discretion and if see that our staff has been threatened, we will cancel your subscription without a refund.

4.2 Travel Medicine Certificate

4.2.1 Travel Medicine Certificate fee is paid upfront and requires the completion of an online questionnaire. The fee is stated on the DocHQ website.

4.2.2 Any cancellation prior to completing the online questionnaire will incur a £5 transaction fee per each transaction. This amount will be deducted from the refund amount.

4.2.3 If you do not have the required evidence, DocHQ will cancel your letter and provide a full refund less a £5 transaction fee.

4.2.4 After a completed questionnaire has been submitted DocHQ is unable to provide a refund.

4.2.5 No refunds will be made in case the customer falsifies information and the doctor rejects to issue the certificate.

4.3 DocHQ Physio and PT Coaching Consultations

4.3.1 Once the package for DocHQ Online Physio or PT Coaching sessions has been paid for, you agree that such payment is non-refundable. If DocHQ agrees due to extraordinary circumstances to cancel your sessions, you will be refunded what remains on your client sessions less an £5 administration charge.

4.3.2 Subject to the following terms, you have the right to cancel or reschedule your appointment and you can do so by using the tools provided by DocHQ – see the booking confirmation email for the relevant link to perform these actions. You can reschedule an appointment up to 48 hours prior to the appointment start time.

4.3.3 To reschedule an appointment (allowed up to 48 hours prior to appointment) you can reschedule using the reschedule link and re-book at the new date/time using the online booking tools. No further fees will be required if you have provided the minimum 72 hrs notice.

4.3.4 DocHQ may need to amend or cancel your appointment, even after this has been confirmed and paid for, due to circumstances beyond our control or due to unavailability of DocHQ approved partners. DocHQ will not be held liable in these circumstances, and we will promptly contact you if this happens.

4.3.5 It is expected that an approved partner will only cancel appointments in exceptional circumstances and in such circumstances, it is expected that we will provide patients with at least 24 hours’ notice. If a DocHQ approved partner must cancel an appointment within a 24-hour period DocHQ will reschedule your appointment at the earliest opportunity. Where this is not possible DocHQ will refund the appointment cost to the patient.

4.4 Health Test with Report

4.4.1 Health Test fee is paid upfront. The fee is stated on the DocHQ website.

4.4.2 Your Health Test purchase is non-returnable and non-refundable under any circumstances once dispatched due to the medical nature of the product.

4.4.3 All cancellations before dispatch will incur a £5 transaction fee per each transaction. This amount will be deducted from the refund amount. No refund will be given after a kit has been dispatched.

4.4.4 DocHQ has no control of Royal Mail delivery and is unable to take responsibility for any delay in delivery caused by Royal Mail.

4.4.5 There may be instances outside of our control, where the Laboratory is unable to analyse a sample. For example, it may not have arrived at the lab, or arrived insufficient, contaminated or haemolysed. If the lab is unable to perform the test analysis, we cannot accept any refunds. We will offer you a repeat test at a cost of £10 to cover the kit cost and dispatch.

5. Complaints

5.1 Any complaints about the services should be addressed to: DocHQ, First Floor, Teme House, Whittington Road, Whittington, Worcestershire WR5 2RY

5.2 An acknowledgment of the complaint will be provided to the customer within 2 days of receipt (unless a full reply can be sent within 5 working days), however we aim to acknowledge within 24 hours. A full response should normally be made back to the customer within 20 working days of receipt of the complaint. Where an investigation is still in progress, a letter explaining the reason for the delay will be sent to the customer and a full response made within 5 working days of completion of the investigation.

5.3 The DocHQ complaints policy applies to complaints against all personnel (both clinical and non-clinical), including those clinicians with practising privileges, as well as to those against the organisation. In addition, the organisation has a documented practising privileges agreement with independent practitioners which stipulates that handling complaints is a condition of the granting and continuation of privileges. The Medical Advisory Committee (MAC) together with the Clinical Director regularly review clinical complaints and advise accordingly on any clinical practice issues arising.

5.4 Depending on the content of the complaint, an appropriate senior manager will review the complaint and either confirm the findings and actions taken or offer to implement an alternative resolution via DocHQ’s Internal Appeal (including upholding the original complaint).

6. Intellectual Property Rights

6.1 All Intellectual Property Rights in or arising out of or in connection with the Order summary shall be owned by DocHQ.

6.2 The Customer acknowledges that, in respect of any third-party Intellectual Property Rights, the Customer's use of any such Intellectual Property Rights is conditional on DocHQ obtaining a written licence from the relevant licensor on such terms as will entitle DocHQ to license such rights to the Customer.

6.3 The Customer agrees and warrants that it shall only utilise the order summary for its intended purpose.

6.4 The Website content is for information only. DocHQ has used reasonable care and skill in compiling the content of the Website but makes no warranty as to the accuracy or applicability of any information on the Website and cannot accept liability for any errors or omissions. From time to time, you may see information or references to medical or health information and services. Information contained on the Website is for information purposes only and is no substitute for proper medical diagnosis or treatment and you should consult your physiotherapist or doctor if you have any questions or concerns relating to your health or in connection with any medical condition.

7. Limitation of Liability:

7.3 Except as set out in these Conditions, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from the Contract.

8. Termination

8.1 Without limiting its other rights or remedies, DocHQ may terminate the Contract with immediate effect by giving written notice to the Customer if the Customer commits a material breach of the Contract and misuses the information provided by DocHQ.

9. DocHQ Rewards

9.1 By registering with DocHQ (becoming a registered user), you can earn and accrue Reward Points, which can be accessed via your dashboard

9.2 DocHQ reserves the right to suspend, terminate, revalue, or modify, without liability to users, all or part of the Points’ structure and offers and any merchandise or service. DocHQ reserves the right to adjudicate all Points discrepancies in its sole discretion, and the subscribers agree to abide by any such adjudication.

9.3 The membership is a global program and limited to purchases made online at dochq.co.uk, dochq.us, or dochq.health as applicable in the US, UK, Jersey and Guernsey. You can only earn points by shopping as a logged in member or by performing other point awarding activities in the UK and US as communicated from time to time by DocHQ. Please note that you will not earn points on purchases of gift cards or on third party sites like Amazon.

9.4 The points you have earned are personal and cannot be transferred to another person or member.

9.5 The points earned on a purchase of an item will be deducted from My Account if you return the item.

9.7 When shopping, to redeem your Reward Points during the checkout. Hundred reward points is worth £1.

9.8 Reward Points are not redeemable for cash. The Reward Points are redeemable only towards purchases from the DocHQ shop, including supplements, health tests, Travel Medicine Certificates, one to one PT coaching and one to one Physiotherapy sessions, but excluding PT and Physio AI only subscriptions.

9.9 In the case of a return, the discount advantage received through reward points expires. Only the amount paid for the product or service will be refunded, not the savings from the reward points.

9.10 Reward Points accrued will expire 6 months from the date they were first earned. If the member does not redeem reward points within this time frame, the member forfeits all such Reward Points.

9.11 If you cancel your membership any points which remain in your Account will be forfeited.

9.12 Reward Points earned via credit card transaction purchases on the DocHQ shop will be rescinded if such purchase is cancelled, returned or refunded.

10. No Partnership

10.1 Nothing in the Contract is intended to, or shall be deemed to, constitute a partnership or joint venture of any kind between any of the parties, nor constitute any party the agent of another party for any purpose. No party shall have authority to act as agent for, or to bind, the other party in any way.

11. Third Parties

11.1 A person who is not a party to the Contract shall not have any rights under or in connection with it.

12. Variation

12.1 Except as set out in these Conditions, any variation, including the introduction of any additional terms and conditions, to the Contract, shall only be binding when agreed in writing and signed by DocHQ.

13. Governing Law and Jurisdiction:

13.1 This Contract, and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims), shall be governed by, and construed in accordance with English law.

Service Appendix

1. DocHQ AI Tool

1.1 DocHQ agrees to provide to the Customer:

1.1.1 Access to buy a monthly or yearly subscription to DocHQ Personal Trainer on the Website. Subscription prices and options can be found on our website.

1.1.2 Access to the Customer’s Account, where the Customer can view assessment outcomes, personal data, exercise statistics, goals and challenges

1.1.3 Access to an online assessment which will provide a personalised exercise plan tailored to the Customers capabilities and fitness.

1.1.4 Access to a range of DocHQ Personal Trainer exercise workout programmes to choose from.

1.1.5 DocHQ will use its reasonable endeavours to ensure that the information provided in the Registration and assessment is accurate at the time of its creation. The information used to provide the Personalised exercise plan is also reliant upon the accuracy of the data provided by the Customer.

1.1.6 Recordings, Saving and Use of your images or videos and/or Leader board ID - UNDER NO CIRCUMSTANCES WILL DOCHQ BE LIABLE IN ANY WAY FOR ANY OF YOUR SAVED VIDEOS AND/OR LEADERBOARD ID, INCLUDING, ANY LOSS OR DAMAGE OF ANY KIND INCURRED AS A RESULT OF THE USE OF YOUR LEADERBOARD ID AND/OR ANY SAVED VIDEOS POSTED, EMAILED OR OTHERWISE TRANSMITTED.

1.1.7 We will not transfer your recorded video, saved videos or images with any 3rd party except as necessary to enable and/or enhance and/or otherwise improve the Services and/or Platform, or otherwise with your consent.

1.1.8 DocHQ offers home workout programs through the DocHQ Personal Trainer Platform. We may modify, suspend or discontinue (temporarily or permanently) the Services without prior notice. We may suspend or terminate your account and your ability to use the Platform or portion thereof for failure to comply with our Terms.

1.1.9 TO THE FULLEST EXTENT PERMITTED UNDER LAW, THE PLATFORM AND THE SERVICES ARE PROVIDED ON AN "AS-IS" AND "AS AVAILABLE" BASIS AND DOCHQ AND ITS AFFILIATES, AND THEIR RESPECTIVE OFFICERS, DIRECTORS, SHAREHOLDERS, EMPLOYEES, SUB-CONTRACTORS, AGENTS AND LICENSORS (COLLECTIVELY, "DocHQ’s REPRESENTATIVES") DISCLAIM ALL WARRANTIES OF ANY KIND OR NATURE, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF TITLE OR NON-INFRINGEMENT OR IMPLIED WARRANTIES OF USE, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE AND THOSE ARISING FROM A COURSE OF DEALING OR USAGE OR TRADE.

1.1.10 DOCHQ MAKES NO WARRANTY THAT:

1. THE PLATFORM AND/OR THE SERVICES ARE OR WILL BE SECURE, TIMELY, RELIABLE, ACCURATE, COMPLETE, UNINTERRUPTED, ERROR FREE, FREE OF VIRUSES, DEFECTS, WORMS, OR OTHER HARMFUL COMPONENTS,
2. ANY ERRORS OR DEFECTS IN THE PLATFORM AND/OR THE SERVICES WILL BE CORRECTED, AND/OR
3. THE RESULTS OF USING THE SERVICES WILL MEET YOUR REQUIREMENTS OR EXPECTATIONS. DocHQ IS NOT AND SHALL NOT BE RESPONSIBLE TO YOU OR TO ANY THIRD PARTY FOR THE CONSEQUENCES OF ANY ERRORS, FAULTS OR OMISSIONS RELATED TO ANY CONTENT CONTAINED IN THE PLATFORM AND/OR THE SERVICES.

1.1.11 DocHQ is not responsible or liable for any injuries or damages you may sustain from your use of the Platform and you agree to release and discharge DocHQ from any and all claims and/or causes of action arising out of your use of the Platform and/or the Services.

1.1.12 DocHQ has the right, but not the obligation, to monitor all conduct on and content submitted to the DocHQ Personal Trainer Service. DocHQ reserves the right to alter, edit, remove, or refuse to post any content, software and/or applications, in whole or in part, in DocHQ’s sole discretion or to satisfy or comply with applicable laws, regulations, legal processes and/or maintain the integrity and reputation of the DocHQ Service and the DocHQ Personal Trainer system.

1.2 Customer's Obligations and Understandings

1.2.1 Only you, the person named in the online subscription process, can benefit from this Agreement.

1.2.2 By completing the online Subscription process and becoming a Subscriber of DocHQ Personal Trainer, you are accepting all the terms and conditions in this Agreement (insofar as they are applicable). You should only join if you have read them and accept them.

1.2.3 The Platform includes features that support physical activity. You should consider the risks involved and consult with certified healthcare professionals and make your medical decisions based on their advice and your judgement before engaging in any physical activity. Your use of our Services is at your own discretion and risk. DocHQ Personal Trainer is not a licensed medical care provider and represents that it has no expertise in diagnosing, examining, or treating medical conditions of any kind, or in determining the effect of any specific exercise on a medical condition.

1.2.4 This Subscription Agreement starts once you have accepted the terms and made payment during the online process. By accepting the terms, you are agreeing to pay any applicable Administration Fees, monthly or yearly Subscription Amount.

1.2.5 You agree to tell us immediately of any changes to your personal details, including contact information; this should be done in your online customer Login.

1.2.6 Your ability to access and use the Platform and/or the Services requires that you meet certain system requirements, which may be changed from time to time. These system requirements include one or more compatible devices, internet access (additional third-party fees may apply), and certain software (additional third party fees may apply), as well as obtaining updates or upgrades from time to time. We recommend using high speed internet access and connecting any such compatible devices and/or other hardware directly to an electrical outlet. If you cannot me these requirements, the Services may be affected.

1.2.7 Use of DocHQ Personal Trainer will require registration and creating of an account. You will be required to complete registration by submitting your basic information, including your name, email address, phone number and date of birth. You will be able to open a personal account (the "Account"), with a username based upon the email address provided as part of the registration process ("Username") as well as a password. The Username you choose, as well as your name, email address, workout scores and other details you provide or enable the saving of (e.g., your training sessions), will be part of your Account saved on our cloud servers. You will receive confirmation for joining the Services via email, to the email address you provide as part of the registration process (note that this will not be the case if you login with your Google/Facebook credentials).

1.2.8 DocHQ reserves the right to delete your Account after a significant duration of inactivity and you may request that we delete your Account by contacting us at support@dochq.co.uk. You agree to provide, maintain and update true, accurate, current, and complete information about yourself as prompted by our registration process.

1.2.9 You agree not to impersonate any person or entity or misrepresent your identity or affiliation with any person or entity, including using another person's username, password or other account information, or another person's name, likeness, voice, image or photograph. You are responsible for maintaining the confidentiality of your account and password and for restricting access to your account, and you agree to accept responsibility for all activity that occur under your account or password. You also agree to notify us promptly at support@dochq.co.uk of any unauthorised use of your Username, password, other account information, or any other breach of security that you become aware of involving or relating to the Platform.

1.2.11 As part of the Services, you may choose to participate in the "DocHQ Personal Trainer Challenge", which comprises of various workouts, each with a public leader board, containing your first name and initial of your last name (the "Leader board ID") as well as your results, visible to others. Should you choose to use the DocHQ Personal Trainer Challenge, you confirm that you understand that this will require disclosure of your Leader board ID as well as your results and you hereby consent to such disclosure.

• 1.2.11.1 If your saved videos features the image of any person other than yourself, you confirm that you have received the permission of the relevant person for the use of his/her image by DocHQ in accordance with the terms of these Terms, and you agree to indemnify us for any losses which we may incur in the event of a well-founded complaint, action or claim by any third party concerning our use of this third party’s image, derived from your saved video.
• 1.2.11.2 You agree we may disclose your Leader board ID or other personal and/or identifiable information, saved videos or images if required to do so by law or in the good faith believe that such preservation or disclosure is reasonably necessary to comply with a legal process, to enforce these Terms, to respond to claims that any of your saved videos violates the rights of third-parties, or to protect the rights, property, or safety of DocHQ our users and the public. You understand that the technical processing and transmission of your saved videos may involve transmissions over various networks.
• 1.2.11.3 You agree that we use your Leader board ID, saved videos or images for improving the quality and performance of our Services.

1.2.12 The Services are based on artificial intelligence, as such the more data we collect about the way people train, the better they become. If you wish you can permit us to use your exercise videos by pressing the Record Videos button in the setting page. By pressing this button, you confirm that we may use your videos for the purposes of updating and/or enhancing and/or improving the Services and Platform and we may also store and process your videos in servers and/or in the EU or UK which is providing an adequate level of protection for personal data. DocHQ reserves the right to delete your videos once they have been analysed. You may withdraw your consent for use of your videos at any time by notifying us at support@dochq.co.uk.

1.2.13 Customers shall use the Services for exercise purposes. Customers are prohibited from using the Services for any other purpose. Customers shall be solely and fully responsible for its use of the Platform and the Services and for all consequences and results thereof.

1.2.17 Any "additional services" (including, for example, Personal Training Sessions, Sports Therapy and Physiotherapy) which you contract for or agree to pay for, do not form part of your Subscription Agreement and the Terms & Conditions of this Agreement will not apply to them.

2. Travel Medicine Certificate

2.1 DocHQ agrees to provide to the Customer:

2.1.1 Travel Medicine Certificate are provided via the DocHQ Platform with medical oversight from a GMC registered doctor.

2.1.2 Issuing Travel Medicine Certificate is at the sole discretion of DocHQ after evaluation of the online medical questionnaire and clinical evidence [Video or images] that is provided. Our Travel Medicine Certificate are verified by a GMC registered Doctor.

2.1.3 DocHQ may phone and discuss your evidence prior to the provision of a Travel Medicine Certificate.

2.1.4 If DocHQ is not provided with enough clinical information to validate your Travel Medicine Certificate, we may be required to cancel your letter request. Standard refund conditions will apply here.

2.1.5 After the provision of medical information, if the certifying GMC registered Doctor has any clinical concerns with regards customers safety, they may contact a customer’s regular GP or other regulatory bodies with regards their concern, in line with GMC guidelines and UK Doctors responsibilities.

2.1.6 The Travel Medicine Certificate contains information about yourself, travel details, medical details, and medication. The Travel Medicine Certificate is issued in English. DocHQ and its partners cannot guarantee that this certificate will be recognised for the desired purpose.

2.2 Customer's Obligations and Understandings

2.2.1 Customers are required to provide identification [Passport] as part of our verification procedure.

2.2.2 If customers provide inaccurate, misleading, or incomplete information to obtain a Travel Medicine Certificate they may be committing fraud. It is the customer’s responsibility to ensure that the Travel Medicine Certificate (if applicable) meets the Country destination and their insurer’s requirements.

2.2.3 If customer tries to mislead DocHQ or falsify certain information, a Travel Medicine Certificate will not be issued and no refunds will be made. DocHQ retains the right to notify to the relevant authorities in case fraud is detected.

2.2.4 If an employer or airline or 3rd party does not accept or rejects a DocHQ Travel Medicine Certificate, for any reason, DocHQ is not responsible for any costs incurred.

2.2.5 In addition to the Travel Medicine Certificate, DocHQ will share further travel advice to support your trip. Further travel guidance information is for general information purposes only. While we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability. Any reliance you place on such information is therefore strictly at your own risk.

3. DocHQ Physio and PT Coaching Consultations

3.1 DocHQ agrees to provide to the Customer:

3.1.1 DocHQ agrees to provide to the customer access to book an online Physio or PT Coaching consultation on the Website.

3.1.2 Link to join the online consultation at the agreed time with an approved Physio or PT Coaching partner.

3.1.3 DocHQ will use its reasonable endeavours to ensure that the information provided in the Appointment booking, pre-appointment questionnaire or medical form is accurate at the time of its creation. The information used is also reliant upon the accuracy of the data provided by the Customer.

3.1.4 Once the Customer has completed the appointment booking information and successfully booked a Physio or PT Coaching consultation with one of its approved partners, the booking confirmation will be emailed to the customer.

3.1.5 An approved Physio or PT Coaching partner will be available online at the agreed time.

3.1.6 DocHQ provides you with access to approved partners for the purpose of delivering Physio or PT Coaching services via DocHQ. The contractual agreement for treatment is between the specific Physio or PT Coaching undertaking your session and you. DocHQ cannot be held liable for any claim arising from the outcome of that Physio or PT Coaching session.

3.1.7 For online Physio consultations only, we offer an assessment of your symptoms and guidance as to what can be done to improve them. You will be observed performing some simple movements, actions, and tasks, where appropriate. From this assessment your physiotherapist can ascertain the problem and formulate an effective treatment plan with you using our DocHQ AI tool. Please note that after the Initial Assessment has been carried out, the physio may decide that they cannot provide any Services if, for example, treatment for the condition may not be suitable or appropriate. If appropriate a physio report will be issued following the consultation and will include a treatment plan if required. The treatment recommended to you will be based on the information supplied by you and based on the clinical expertise of the Physiotherapy partner attending. DocHQ cannot guarantee that treatment will result in a cure of your complaint or condition.

3.1.8 PT Coaches are not licensed dieticians and that any nutritional information or guidelines provided by DocHQ carries no warranty of any kind, express or implied, including but not limited to warranties regarding safety or suitability for a particular purpose.

3.1.9 DocHQ Physio or PT Coaching consultations cannot guarantee that its products or workouts will be safe, effective or suitable for everyone. For that reason, all such products and services, and the programs, techniques and materials embodied in such products and services, are offered without warranties or guarantees of any kind, express or implied, and DocHQ disclaims any liability, loss or damages that may result from their use.

3.1.11 The online consultations will be conducted in English.

3.2 Customer's Obligations and Understandings

3.2.1. To complete your Online Physio or PT Coaching Consultation, you will need to book and join an online video appointment with our approved partner. The partner will provide assessment, instruction and guidance for during the consultation.

3.2.2 Fees for the Services will be set out in our website in force at the time. Our prices may change at any time, but price changes will not affect confirmed bookings. Payment is made in advance at the time of booking.

3.2.3 Any information you provide in completing the Appointment booking form, questionnaire or Medical form are fully complete and accurate prior to the consultation.

3.2.4 By providing an e-mail address, the customer assures that the e-mail address belongs to the customer and that the customer wants the system notifications to be sent to this e-mail address and that he or she agrees to the non-secure communication channel.

3.2.5 Only one email address and one DocHQ registration can be used per person. DocHQ cannot disclose reports of any customer to a 3rd party (including relatives) other than a consenting adult.

3.2.6 You are responsible to ensure that you have a sufficient internet connection and sufficient equipment (laptop or phone) with high quality camera, to effectively attend the video consultation. We take no responsibility for failure to complete the video consultation due to above factors.

3.2.7 Your address will be requested for your online Physio or PT Coaching consultation, so that our team can organise help if necessary. If you feel any discomfort during the online consultation, please inform your Physio or PT Coach immediately.

3.2.8 By purchasing this online Physio or PT Coaching consultation, you acknowledge and agree to the terms above and that DocHQ cannot be held liable for any damage to health, losses or delays due to the many factors involved which are outside our control. Your purchase constitutes formal consent for DocHQ Ltd to share your details with any relevant third party suppliers and releases the involved medical staff from their confidentiality agreement.

4. Health Testing

4.1 DocHQ agrees to provide to the Customer:

4.1.1 Provision of a self-test kit.

4.1.2 Provision of a test result after analysis at our lab partners.

4.1.3 A valid and correct report in accordance with medical standards, with medical oversight from a GMC registered doctor.

4.1.4 The information used to provide the report creation is also reliant upon the accuracy of the data provided by the Customer.

4.1.5 A report will be issued following the test result. The report has medical oversight from a GMC registered doctor. We will do our best to issue your report as quickly as possible. However, delays in the process are possible, therefore, the timely presentation of the test results cannot be guaranteed. Incorrect packaging or labelling can mean that a sample cannot be assigned or used so it’s essential that you follow the instructions provided.

4.1.6 The test report contains information about yourself, including your surname, first name, date of birth, gender, telephone number. The report is issued in English.

4.1.7 IN NO EVENT WILL WE BE LIABLE FOR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY, SPECIAL, OR INCIDENTAL DAMAGES, INCLUDING ANY DAMAGES FOR LOSS OF DATA, LOSS OF REPUTATION, LOSS OF PROFITS, LOSS OF EMOTIONAL WELL-BEING CAUSED BY THE TEST INFORMATION, OR ANY LOSSES INCURRED BY ANY THIRD PARTY, ARISING FROM OR RELATING TO THE PRODUCTS OR SERVICES, EVEN IF WE KNEW OR SHOULD HAVE KNOWN OF THE POSSIBILITY OF SUCH DAMAGES.

4.2 Customer's Obligations and Understandings:

4.2.1 DocHQ health tests are for screening and monitoring purposes only. This is not a diagnostic service. It does not replace a consultation with a medical doctor.

4.2.2 The Test Information does not constitute a definitive diagnosis. As with all screening tests, in a small number of cases there can be incidences of false-positive and false-negative results. For example, a person with a negative non-reactive or not detected test result could actually have a condition despite the Test Information, or a person with a positive reactive or detected test could be free from a condition even though Test Information indicated they do have such condition. All positive, reactive or detected results must be verified by a GP or other registered healthcare professional through a confirmatory, diagnostic test.

4.2.3 Test Information does not constitute a definitive result. Low, Normal, or High readings do not constitute a definitive diagnoses and further testing will be required from your GP or other registered healthcare professional. Further, if test results are normal, but symptoms remain you should be examined by your GP or other registered healthcare professional.

4.2.4 To use the home self test services, you must Register/login to DocHQ andActivate your kit by inputting your unique kit ID.

Step 1 - To Register/login, please go to https://dochq.co.uk/regkit and provide the details requested.

Step 2 - To Activate your unique Kit ID:

1. In your dashboard, click the Health Check product/tile
2. Click on Register your kit
3. Enter your test type (last 4 digits of the barcode on the kit box)
4. Answer the short Questionnaire
5. Watch the “How to” video
6. Take your blood sample
7. Enter your Unique Kit ID (this is found on your lab request form and consists of 6 letters followed by 6 numbers)

All samples should be taken Monday-Thursday before 10am.

Please only activate your kit when you are ready to take your sample.

Failure to Activate your Kit, means you will not receive your Test Report.

4.2.5 Any information you provide in completing the test, including the questionnaire and Lab request form, are fully complete and accurate. You will assure that the sample originates exclusively from you and will be obtained in accordance with the written and video instructions provided.

4.2.6 Some tests may specify fasting for 12 hours before taking your sample. This will be shown on the front of the Test box. Fasting means that you collect the sample in the morning before you have breakfast. You can still drink water when fasting. Always follow the advice of your doctor with regards to fasting, particularly if you have any medical conditions.

4.2.7 By providing an e-mail address, the customer assures that the e-mail address belongs to the customer and that the customer wants the report notification to be sent to this e-mail address and that he or she agrees to the non-secure communication channel. DocHQ cannot disclose the results of any customer to a 3rd party (including relatives).

4.2.8 If done correctly the test sampling is harmless, however unpleasant body sensations or reactions can occur. These can vary depending upon the individual and the sampling method used. We recommend informing an adult who is nearby about the upcoming test, so that they can provide help if necessary.

4.2.9 When sending your sample to the Laboratory, you must ensure your unique kit ID is activated, the label is attached to the vial and the Lab request form is completed. We supply you with free Royal Mail Track 24 delivery prepaid postage in your kit.

4.2.10 The quality of the sample depends largely on correct sampling. It is therefore important that you follow instructions provided in writing and given during the video. Errors that occur during the sampling and shipment processes can lead to delays or make a sample unreadable or invalid.

4.2.11 If you do not provide an adequate Sample or follow instructions, or do not return the Sample within the instructed timeframe, we may not be able to provide you with the Test Results. Failure to return the Sample within the timeframe set forth in the Product instructions may result in inaccurate and unreliable readings of the Sample.

4.2.12 As with any other tests, a small percentage of samples can be inconclusive or invalid for reasons including not following instructions strictly, contamination of the sample or insufficient material. In the unlikely event that this happens, you understand and agree that you will need to re-take the test.

4.2.13 False negative and false positive test results are possible.

4.2.14 Due to the nature of the home self tests being performed, we cannot and do not warrant that the tests performed or Test Information provided as part of the Services will be entirely or 100% accurate. For example, diseases/infections may remain undetectable for several months due to varying Incubation Periods. As such, repeat testing may be required. If you are unsure you agree to contact a registered healthcare professional for further information.

4.2.15 In some events, an employee or contractor of DocHQ may contact you regarding a test result, Product or Service. Such contact, and any discussions relating to it, are provided as a courtesy and not as part of the diagnosis or treatment of any disease or to be considered the practice of medicine, nursing or any other profession. In all events, seek the advice of a licensed clinician should you have any questions about the tests or test results.

4.2.16 You will be sent an email notifying you when Test Report has been made available to your Account. If you have a positive, reactive or detected result for any of our Tests you will need a further confirmatory, diagnostic test from a GP or registered healthcare professional.

4.2.17 If you have concerns with the Test Information you should consult with your GP or another registered healthcare professional. If you purchase Products and Services and receive Test Information during an Incubation Period that is relevant to you, irrespective of the Test Information, you agree to retest either through us or through your physician or other registered medical practitioner once the Incubation Period has passed.

4.2.18 By purchasing this test, you agree to give permission for any sample you supply can be retained by its test provider (Alderley Lighthouse Laboratories).

4.2.19 By purchasing this test, you acknowledge and agree to the terms above and that DocHQ cannot be held liable for any damage to health, losses or delays due to the many factors involved which are outside our control. Your purchase constitutes formal consent for DocHQ to share your details with the Laboratory assigned to your test and relevant third-party suppliers and releases the involved doctors and medical staff from their confidentiality agreement. The necessary involved partners are Park and St Francis Surgery, Alderley Lighthouse Laboratories and any relevant regulatory authorities.