Terms of use

Thank you for visiting HealthUnlocked. We appreciate your interest in HealthUnlocked’s Services (“Services”). The Services are provided by HealthUnlocked Holdings Limited, part of the Thermo Fisher Scientific group of companies, with company number 06596274 and registered at 3rd Floor 1 Ashley Road, Altrincham, Cheshire, United Kingdom, WA14 2DT (together referred to herein as we or “Health Unlocked”).

1.        ACCEPTANCE OF THESE TERMS

This Agreement sets out the Terms of Use governing your access to and use of any HealthUnlocked websites and applications (the “Sites”), including HealthUnlocked’s online patient community platform (“Our Community Platform”). These Terms of Use comprise:

a)                    Our Community Platform Terms [SB1] which apply when you access or use Our Community Platform

b)                   the Core Terms [SB2] which apply to all use of the Services and Sites by you or any organisation on whose behalf you use the Services (the “User”)

Please read both these Terms of Use and our Privacy Notice [SB3] carefully. By using any HealthUnlocked Sites or Services, you accept and agree to be bound and abide by these Terms of Use and consent to our Privacy Notice, incorporated herein by reference. If you do not want to agree to these Terms of Use or the Privacy Notice, you must not access or use HealthUnlocked’s Sites.

By using HealthUnlocked’s Sites and Services, including registering as a member of Our Community Platform, you are acknowledging that you are aged 18 or above. Individuals under the age of 18 are prohibited from becoming a User.

Notice of Arbitration Agreement and Class Action Waiver

If you are a resident of the United States (including its possessions and territories), by accepting these Terms of Use, you are agreeing to the Arbitration Agreement and Class Action Waiver described in Section 29.

2.        CHANGES

We may revise and update these Terms of Use from time to time in our sole discretion. All changes are effective immediately when we post them. Your continued use of the Sites (including Our Community Platform) following the posting of revised Terms of Use means that you accept and agree to the changes. The date posted at the bottom of this page indicates the date of HealthUnlocked’s most recent review or modification of these Terms. You are expected to check this page frequently so you are aware of any changes, as they are binding on you.

OUR COMMUNITY PLATFORM TERMS

3.        ABOUT OUR COMMUNITY PLATFORM

HealthUnlocked transforms individual health experiences into support, insight and understanding for others. We do this by enabling people to share personal health experiences and information online. In turn this provides support, aids self-management and improves interactions with professionals, with the aim of improving day-to-day health and well-being. We do this through Communities, which are microsites on Our Community Platform. Communities are online groups that are organised to facilitate discussion and support in relation to various conditions and health care topics, including general wellbeing. You may only join and use Communities in accordance with these Terms of Use. Our Community Platform, together with all software, content, data and other materials contained therein (“Content”), are owned and controlled by HealthUnlocked.

4.        USE OF THE SITE

Individuals under the age of 18 are prohibited from creating an account and becoming a member of HealthUnlocked or any of its communities. In registering as a member, you are acknowledging that you are aged 18 or above.

We reserve the right to change the Terms of Use from time to time without notice, as we deem necessary. We encourage you to review the Terms of Use periodically to check you understand the latest version. Continued use of Our Community Platform is deemed to be your acceptance of any changes to the Terms of Use and if you are not happy with our amended Terms of Use you should stop using the Site. 

5.        MEDICAL ADVICE

Our Community Platform’s Content as well as any content on other sites linked to from Our Community Platform, including in any community, is not to be construed as medical advice or professional medical opinion and is never a substitute for professional medical advice. Even if another user represents themselves as being a medical professional, HealthUnlocked does not verify users’ relevant qualifications, affiliations with regulated bodies or organisations (such as the British Medical Council) or the medical advice dispensed. Therefore, you should always speak to a doctor or other health professional about your condition and/or treatment or changes to your condition and/or treatment. In an emergency always dial your local or national emergency telephone number (see a list here) or direct yourself to your nearest emergency department. Never delay seeking medical advice or treatment from a qualified professional or dialling emergency services because of something that you have read on Our Community Platform.

6.        NON-COMMERCIAL USE

The Site is for the use of individuals for non-commercial purposes only. To use information gathered from HealthUnlocked commercially, or to reach HealthUnlocked Users with commercial interest, is strictly prohibited under these Terms of Use, unless expressly authorized by HealthUnlocked in advance and in writing. Please refer to Section 8 (Acceptable Use) below to understand what actions will be taken if you breach these Terms of Use.

·      Commercial use, which is strictly prohibited, includes, but it is not limited to:

·      promotion or advertising of a company, a product, a service or a website

·      self-promotion, including of a personal cause or digital content or a service

·      promotion of a research opportunity not vetted by HealthUnlocked and its partners

·      recruitment of participants for a study or a project not vetted by HealthUnlocked and its partners


7.        REGISTRATION

You will not be able to use Our Community Platform properly unless you register with us. By registering and becoming an account holder, you agree that we may provide you with information about Our Community Platform (whether by email or any other medium) that we consider appropriate in accordance with our Privacy Notice. You may opt-out of receiving these materials and notifications in the "settings" area of your account or by writing to or emailing us to inform us that you wish to be removed from our email notification list.

HealthUnlocked accounts should only be used by individuals. HealthUnlocked must give express pre-approval to open accounts representing healthcare professionals, providers, researchers or organizations.

In order to register with us and become an account holder, you will be invited to provide a password, a username and an email. You are entirely responsible for maintaining the confidentiality of your password and account details. You will never be required to reveal your full password to any representative or agent of HealthUnlocked. If you forget your password, we may ask you to answer a specific question such as your username, date of birth or postcode. Furthermore, you are entirely responsible for any and all activities that occur under your account.

You agree to notify https://support.healthunlocked.com/contact immediately of any unauthorized use of your account or any other breach of security. We will not be liable for any loss or damage that you may incur as a result of someone else using your password or account, either with or without your knowledge. However, you could be held liable for loss or damage incurred by us or another party due to someone else using your account or password. You may not use anyone else’s account at any time, without the express permission of the account holder. If you think that someone else has access to your password you should change it immediately. 

8.        ACCEPTABLE USE AND PROHIBITED BEHAVIOURS

You may only use Our Community Platform for lawful purposes, in accordance with these Terms of Use, any Community-specific guidelines if available and all applicable laws, regulations and codes of practice in the UK or in any other jurisdiction from where you access Our Community Platform. Your contributions must:

  • be accurate (where they state facts); 
  • be genuinely held (where they state opinions);
  • not include any illegal content (defined below); and 
  • comply with applicable law in the UK and in any country from which they are posted.

Your participation in HealthUnlocked should be with respect, honesty, and in the spirit of supporting and learning from your fellow Users. We ask that Users respect the rights and views of other Users who present their individual health experiences, regardless of whether or not they are in agreement, and that all disagreements are expressed considerately.

Prohibited behaviours: You acknowledge and agree that, while engaging with the Community Platform, it is strictly prohibited to post, upload, transmit, distribute, generate, add comments or create directly on the Platform or otherwise make available (“Distribute”) any illegal content.  Further, it is not permitted to Distribute content or engage in any conduct or behaviour that is prohibited, including those set out below:

a)        Illegal or Unlawful Behaviour

  • Violates any applicable law or regulation
  • Relates to terrorism, child sexual abuse material, illegal drugs, illegal weapons, or other criminal activity
  • Infringes any copyright, database right, trademark, or other intellectual property right
  • Advocates, promotes, or assists any unlawful act (including copyright infringement or computer misuse)

b)       Promotion of Harm or Exploitation

  • Encouragement or assisting suicide or self-harm of others.  Moderators have final discretion to determine whether a user has engaged in such activity.  This includes any act capable of encouraging or assisting another person to attempt or die by suicide or engage in self-harm; and applies whether directed at a specific person or a general audience, and whether or not any harm occurs. Prohibited content includes:
    • Encouraging, inciting, or pressuring someone to harm themselves
    • Providing instructions, methods, or guidance
    • Assisting or facilitating such acts (including through advice or coordination)
    • Content that promotes or normalises suicide or self-harm in a way that may encourage others
  • Distribution of content which:
    • Contains pornographic, grooming or sexually explicit material
    • Encourages, promotes or provides instructions for an act of deliberate self-injury to others
    • Encourages, promotes or provides instructions for an eating disorder or behaviours associated with an eating disorder
  • Grooming behaviours, sexual exploitation, sexual comments, sexual solicitation or requests for personal information, including requests for contact on or off Our Community Platform or Our Sites
  • Is threatening, abusive, harassing, bullying, defamatory, degrading, intimidating or invasive of another’s privacy
  • Is likely to harass, alarm, shame, embarrass, cause anxiety to or otherwise harm another person
  • Conducting physical or online stalking, trolling, excluding or silencing of others, or causing annoyance, inconvenience or needless anxiety

c)        Contains Hate Speech or Discrimination

  • Promotes hatred, violence, or discrimination based on religion, ethnicity, nationality, race, colour, descent, gender, sexual orientation, disability, age, or any other protected characteristic

d)       Is False, Misleading, or Harmful

  • Promotes false cures, anti-vaccination misinformation, or disinformation
  • Manipulates or distorts facts to mislead others
  • Encourages behaviour that could be damaging or harmful

e)        Involves Prohibited Commercial or Promotional Activity

  • Constitutes unauthorized advertising, solicitation, or commercial activity.
  • Promotes regulated products in violation of applicable law, including unlicensed medicines, medicines marketed to children under 18, or prescription-only medicines advertised to the general public.

f)          Misuses the Platform or Other Users’ Information

  • Impersonates any person or misrepresents your identity or affiliation
  • Gives the false impression that content originates from us
  • Publishes personal contact details (your own or others’) outside permitted use
  • register more than one account for yourself or anyone else unless you are part of a moderation team
  • re-register or register a new account after you have been banned
  • input or transmit content that contains software viruses or any other computer code, files, or programs that are designed or intended to disrupt, damage or limit the functioning of any software, hardware, or telecommunications equipment or to damage or obtain unauthorised access to any data or other information of any third party
  • input or transmit content that contains anything which could be used to determine or alter the architecture of Our Community , or could be used to decompile, disassemble, or reverse engineer Our Community Platform
  • input or transmit anything that constitutes or contains any form of advertising or solicitation or that disrupts the normal flow of dialogue with an excessive amount of content (flooding attack) to the Service, or that otherwise negatively affects other users’ ability to use the Service or that employs misleading email addresses, or forged headers or otherwise manipulated identifiers in order to disguise the origin of content transmitted through the Service
  • collect personal data about other Users for commercial or unlawful purposes
  • Registers multiple accounts without authorization or attempts to evade a ban

g)        Interferes with Platform Integrity or Security

  • Contains viruses, malware, or harmful code
  • Attempts to probe, reverse engineer, decompile, or otherwise compromise the Platform
  • Uses automated means, including spiders, robots (e.g., bots, crawlers, data mining, scraping tools, or the like to download data from the Service) without express permission from HealthUnlocked
  • Attempts to gain unauthorized access to HealthUnlocked’s computer systems or engage in any activity that disrupts, diminishes the quality or normal operation of, interferes with the performance of, or impairs the functionality of, the Service, Our Community Platform or Our Sites, including flooding or similar attacks

This list is illustrative and not exhaustive. HealthUnlocked reserves the sole and absolute discretion to determine whether any conduct or Distributed content constitutes a violation of these Prohibited Behaviour terms.  All such content is strictly prohibited and may be removed without notice. Violations may result in suspension or termination of your account.

9.        REPORTING

If you:

·      encounter or become aware of any prohibited, objectionable or unlawful behaviour or content available anywhere on or via Our Community Platform,

·      have concerns that a User may be under the age of 18 (which is a violation of these Terms of Use)

·      if you believe that you are the owner of the copyright or other rights in any material appearing on Our Community Platform

please report this immediately, including the specific page on which it is found, via https://support.healthunlocked.com/contact.

If issues are brought to HealthUnlocked’s attention, we will determine whether there has been a breach of the Terms of Use and what the appropriate course of action is. When a breach of these Terms of Use has occurred or inappropriate material has been posted, we will take such action as we deem appropriate, including, but not limited to, editing or removing any posting or material you have uploaded to Our Community Platform; withdrawing your right to use Our Community Platform; taking legal action against you; or disclosing such information to law enforcement authorities as we reasonably feel is necessary or mandated by law.

10.  MODERATION

Some Communities are moderated by a “Community Moderation Team”, which includes administrators and moderators. Others are moderated by HealthUnlocked. In either case, content that is reported by a User is sent to the Community Moderation Team. They may edit, delete or turn off replies to the post and may contact, restrict or warn the User. They may also decide that the User or content in question is not objectionable and no action is required.

Communities are associated with expert health organizations and other approved community partners and may contain material which is the intellectual property of that community partners or individual community User. Although the community partners may provide material and take an active role within the community, nothing in these Terms of Use imposes an obligation on the community partners or individual community admins to moderate the content within their community. Community partners are also subject to our Terms of Engagement for Community Partners.

We do not pre-screen or monitor user-generated content or results procured by Users and therefore we do not endorse (and we expressly disclaim any and all liability in connection with) any content or any other materials uploaded or exhibited or otherwise exploited by Users. We reserve the right at our sole discretion to remove any content of any kind at any time. You hereby consent to any such removal and waive any claim against us arising out of such removal of content. We shall not be responsible for any failure or delay in removing any User-generated or other content.

11.  COMPLAINTS

Our complaints procedure is available here.

If you have a complaint about Our Community Platform, or any content or other posted materials, please contact us at https://support.healthunlocked.com/contact.  Please include both the Uniform Resource Locator ("URL") for the specified content and a general summary of your complaint. Please note that there may be adverse legal consequences if you make a false or bad faith allegation through this process.

12.  THIRD PARTIES AND THIRD-PARTY WEBSITES AND LINKS

We may also provide, or you may find links or references on Our Community Platform to the websites of other companies, charities or other organizations and individuals whether affiliated with us or not. By clicking on these links and accessing these other websites, you will be leaving Our Community Platform.

HealthUnlocked makes no warranty or representations about the authenticity, safety, accuracy, currency or completeness or our approval or verification of information, nor shall HealthUnlocked have any liability for any loss, injury or damage of any kind arising from accessing:

(i)                          Third-party websites through links posted by Users

(ii)                       Third-party websites through links shared by Our Community Platform which are provided for your information only

(iii)                    Our Community Platform through third-party websites, which HealthUnlocked do not control

Inclusion of any third party link does not imply an endorsement or recommendation by HealthUnlocked. 

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. 

You must not establish a link to Our Community Platform in any website that is not owned by you. 

Our Community Platform must not be framed on any other site, nor may you create a link to any part of Our Community Platform other than the home page. 

We reserve the right to withdraw linking permission without notice. 

The website in which you are linking must comply in all respects with the Acceptable Usage standards, outlined above in these Terms of Use. 

If you wish to link to or make any use of content on Our Community Platform other than that set out above, please contact us. 

13.  PROPRIETARY RIGHTS

The entire contents of Our Community Platform are owned or controlled by HealthUnlocked. The content is for your personal use only, and is not for re-distribution, transfer, assignment or sublicense. The contents of Our Community Platform may not be copied, displayed, downloaded, distributed or republished other than for non-commercial individual reference with all copyright or other proprietary notices retained, and thereafter may not be published, extracted, re-utilized, recopied, reproduced or otherwise redistributed, including being used for training a Large Language Model or AI Model. Nothing contained herein shall be construed as conferring by implication, estoppels or otherwise any licence or right under any patent or trademark of HealthUnlocked, or any third party.

14.  WRITTEN COMMUNICATION AND NOTICES

When using Our Community Platform, you accept that communication with us will be mainly in electronic format. We will contact you by email or provide you with information by posting notices on Our Community Platform. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights. 

All notices given by you to us, must be given to HealthUnlocked Holdings Limited at 3rd Floor, 1 Ashley Road, Altrincham, Cheshire, United Kingdom, WA14 2DT or https://support.healthunlocked.com/contact. [SB4] [AS5] We may give notice to you at either the email, telephone number or postal address you provide to us when you become an account holder, or in any of the ways specified in the above paragraph. 

15.  COMMUNITY PLATFORM CONTENT AND LIMITATION OF LIABILITY

All views, opinions, and knowledge expressed on Our Community Platform by Users are the sole opinions of the Users themselves and are likely to relate to their own specific circumstances which may be different to yours. The owners of HealthUnlocked and the community partners we work with make no warranties or representations of any kind as to the accuracy, currency, completeness, reliability, operability, or legality of information or opinions contained or expressed within Our Community Platform. Commentary and other materials posted on Our Community Platform are not intended to amount to advice on which reliance should be placed and Users should use their own judgement and evaluation as to their own health. We and the community partners therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to Our Community Platform, by any account holders, or by anyone who may be informed of any of its contents.

Our Community Platform may include information and materials uploaded by other Users of the site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other Users on Our Community Platform do not represent our views or values.

Further, Our Community Platform is provided to Users free of charge on an "as is" and "as available" basis. You agree that access to and use of Our Community Platform and the content available on Our Community Platform is at your own risk. To the fullest extent permitted by law, Our Community Platform and any individual person connected to Our Community Platform and any party involved in creating, producing or delivering Our Community Platform hereby exclude:

  • All conditions, warranties and other terms that might otherwise be implied by statute, common law or the law of equity; and
  • Any liability for any direct, indirect or consequential loss or damage incurred by you in connection with the use, inability to use, or that results from the use of Our Community Platform or websites linked to Our Community Platform, including, without limitation any liability for loss of income or revenue, loss of business, loss of profit, loss of data, loss of goodwill, wasted management or office time, and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

[SB6] [SA7] We do not guarantee that Our Community Platform, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of Our Community Platform for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

You are also responsible for ensuring that all persons who access Our Community Platform through your internet connection are aware of these Terms of Use and other applicable terms and conditions, and that they comply with them.

16.  SALE OR MERGER

If HealthUnlocked is sold to or merges with another company not owned by HealthUnlocked or its parent company, you should expect that some or all of the personal information collected from Our Community Platform may be transferred to the buyer/surviving company. If so, HealthUnlocked will seek to obligate the acquiring company to use any personal information transferred by Our Community Platform in a manner consistent with our Privacy Notice, but you accept that the HealthUnlocked may cede responsibility as Data Controller to the acquiring company.

If you do not wish the personal information you provide to be subject to this possibility, you should deactivate your membership by notifying deactivate@healthunlocked.com and including "DEACTIVATE" in the subject line.

17.  FEES

Access to and use of this Service are currently available without charge. We reserve the right to charge a fee for access to or use of this Service in the future. You will be given prior notice in the event we find it necessary to charge a fee for use of this Service and if you do not wish to pay such fee you will be able to end your use of the Service.


CORE TERMS

18.  YOUR RIGHTS TO USE THE SERVICES AND LIMITATIONS OF THOSE RIGHTS

Subject to your compliance with these Terms of Use, HealthUnlocked grants you a limited, personal, non-exclusive, revocable, non-assignable and non-transferable right and license to use the Services, subject to the limitations described in the remainder of this section and elsewhere in these Terms of Use.

You understand and acknowledge that: (a) the Services include content that is protected by copyrights, trademarks, or other intellectual property and proprietary rights (“Rights”); (b) the Rights are valid and protected in all media and technologies existing now or later developed; and (c) except as otherwise set forth, these Terms of Use and the applicable copyright, trademark, and other laws govern your use of such content. You shall have the burden of proving that any information, software, image, or any other content included in the Services is not protected by Rights. You acknowledge that you will not acquire any Rights by downloading or otherwise being provided such materials.

The rights granted to you in the paragraph above and elsewhere in these Terms of Use are subject to the following limitations:

  • You agree to use the Services only for lawful, personal, and informational purposes, and you agree that you will not use any resource made available by or on behalf of HealthUnlocked (together “Resources”) in any manner that is malicious or that violates any applicable local, state, national, or international law, or the intellectual property or proprietary rights of HealthUnlocked or any third party; You agree not to copy, reproduce, distribute, display portions of, or link to any HealthUnlocked Resources protected by the Rights for commercial purposes; without our prior express written consent;
  • You agree not to post on or transmit into any HealthUnlocked Resources any information that you know to be untrue, that is unlawful, fraudulent, threatening, malicious, harassing, abusive, libelous, defamatory, obscene, or otherwise objectionable or harmful, or that contains or links to a virus, bug, worm, malware, Trojan horse, or other harmful or disruptive element;
  • You agree not to use any automated tool, such as a web scraping tool, a bot or web robot, or web automation, to mine any HealthUnlocked Resource for information or to fill out forms on any HealthUnlocked Resource, that you will not circumvent any technical measures implemented to prevent or limit such access and that you will comply with the restrictions in any robot exclusion header;
  • You agree not to use any messaging capability included in HealthUnlocked Resources for the delivery of unsolicited bulk email; and

  • You will not circumvent or attempt to circumvent any security or access control technology implemented on any resource available as part of the Services (including any HealthUnlocked Site), or any servers, network or associated systems or physical premises operated by or on behalf of HealthUnlocked.

    HealthUnlocked reserves the right to view, monitor, and record activity on HealthUnlocked Sites without notice or your permission. Any information obtained by monitoring, reviewing, or recording activity on HealthUnlocked Sites is subject to review by law enforcement organizations in connection with investigation or prosecution of possible criminal activity on HealthUnlocked Sites. HealthUnlocked will also comply with all court orders involving requests for such information.

  • Please note that additional Prohibited Behaviours are set out in Our Community Platform terms.

19.  OWNERSHIP AND COPYRIGHT PROTECTION

The HealthUnlocked Resources are protected by copyright under copyright laws, and are owned or controlled by, or licensed to, HealthUnlocked or the party listed as the provider of the applicable HealthUnlocked Resources. HealthUnlocked also owns a copyright in the HealthUnlocked Sites as a collective work and/or compilation and database rights arising from the selection, coordination, arrangement, and enhancement of the content on HealthUnlocked Sites. UNAUTHORIZED COPYING, REPRODUCTION, DISTRIBUTION, MODIFICATION, PUBLISHING, DISPLAY, ADAPTING, UPLOADING, CREATING DERIVATIVE WORKS, POSTING, OR TRANSMITTING OF ANY HEALTHUNLOCKED RESOURCE CONTENT IS PROHIBITED. HealthUnlocked reserves for itself or on behalf of its licensors all rights not expressly granted by these Terms of Use.

In your use of the Services in accordance with the limited rights granted under these Terms of Use, you agree to maintain and abide by all copyright, trademark, and other notices contained in Services, or if none, you agree to abide by the following copyright and trademark notice with respect to such downloaded materials:

© 2025 HealthUnlocked Holdings Limited and any and all other names, logos, and icons identifying HealthUnlocked’s products, services, information, and other materials are proprietary marks of Health Unlocked, Inc. Other company and product names used in the Services are properties of their respective owners. HealthUnlocked marks may not be used publicly unless otherwise prior approved by HealthUnlocked in writing subject to any limitations or conditions contained in such written approval. All rights reserved.

20.  THIRD-PARTY CONTENT AND PRODUCTS; LINKS TO OTHER SITES

Some or all of the information and other materials or products available as part of the Services have been prepared or are being offered by third parties not affiliated with HealthUnlocked. HealthUnlocked makes no warranties with regard to such information or other materials or products, nor does HealthUnlocked assume any responsibility or liability for any decisions based upon such information or other materials or for any use of such products.

The Services may include links to sites and services not provided by HealthUnlocked. Your interaction with these sites and services will be subject to the terms (including privacy policies) established by such sites or services. We recommend that you review these third-party terms prior to your use of such sites and services.

HealthUnlocked is not responsible for and does not endorse or warrant in any way any materials, information, goods, or services available through or advertised on such sites or services, or their privacy or other practices.

21.  PRIVACY AND SECURITY

We respect your right to privacy. We will use any personally identifiable information collected through the Services and HealthUnlocked Sites (“Personal Information”) in accordance with the HealthUnlocked Privacy Notice, located at this link LINK[SB8] [AS9] . Please read the HealthUnlocked Privacy Notice before using any of the Services.

While we have implemented measures designed to protect against the unauthorized access, interception, loss, misuse and or alteration of the information under our control, we do not guarantee that events of unauthorized access, interception, loss, misuse and or alteration of the information under our control will not occur. In the event of any unauthorized access, interception or other misuse, we will not be responsible for such unauthorized access, interception or misuse, or any direct, indirect, special, incidental, consequential or other damages (including lost profits) suffered by you, even if we have previously been advised of the possibility of such damages. We do not warrant, either expressly or implied, that the information provided by any user will be free from unauthorized access, interception or misuse.

22.  YOUR PASSWORD

Use of certain portions of the Services requires a password. You will be asked to choose a unique login username (“User Name”) and password (“Password”)[SB10] . Each User Name and corresponding Password may only be used by one User. You understand and acknowledge that anyone with knowledge of both your User Name and Password may gain access to any information, including personal information, you have stored in the password-protected portion of the Services.

You agree to keep your Password secret, to notify us if your Password is lost or compromised, and to be solely responsible for the confidentiality and use of your respective Password(s), as well as for any communications entered through HealthUnlocked Sites using such Passwords.

23.  TERMINATION

HealthUnlocked reserves the right, in its sole discretion, to immediately modify, suspend or terminate Services and/or your access to some or all of them with or without cause and without notice.

24.  DISCLAIMER OF WARRANTIES

YOU UNDERSTAND AND EXPRESSLY AGREE THAT:

YOUR USE OF ANY SERVICES IS AT YOUR OWN RISK. THE SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. HEALTHUNLOCKED DISCLAIMS ALL WARRANTIES REPRESENTATIONS AND CONDITIONS OTHER THAN THOSE EXPRESSLY SET OUT IN THESE TERMS OF USE AND WITHOUT LIMITATION DISCLAIMS ANY AND ALL WARRANTIES, REPRESENTATIONS OR CONDITIONS IMPLIED BY LAW, CONVENTION, COURSE OF DEALING OR OTHERWISE (INCLUDING ANY WARRANTY OF MERCHANTABILITY) TO THE FULLEST EXTENT PERMITTED BY LAW. HEALTHUNLOCKED MAKES NO WARRANTY THAT HEALTHUNLOCKED SITES WILL MEET YOUR REQUIREMENTS, OR THAT HEALTHUNLOCKED SITES WILL OPERATE UNINTERRUPTED OR IN A TIMELY, SECURE, OR ERROR-FREE MANNER, OR AS TO THE ACCURACY OR COMPLETENESS OF ANY INFORMATION ACCESSIBLE FROM OR PROVIDED IN CONNECTION WITH THE SERVICES. HEALTHUNLOCKED IS NOT ENGAGED IN RENDERING LEGAL, MEDICAL, COUNSELING OR OTHER PROFESSIONAL SERVICES OR ADVICE. HEALTHUNLOCKED ENCOURAGES YOU TO SEEK APPROPRIATE PROFESSIONAL ADVICE OR CARE FOR ANY SITUATION OR PROBLEM THAT YOU MAY HAVE.

25.  LIMITATION OF LIABILITY

HEALTHUNLOCKED SHALL NOT BE LIABLE FOR ANY INDIRECT, INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES, WHETHER FORESEEABLE OR NOT. HEALTHUNLOCKED SHALL NOT BE LIABLE FOR ANY DIRECT DAMAGES RESULTING FROM (A) THE USE OR THE INABILITY TO USE, OR THE CONTENT INCLUDED IN, THE SERVICES; (B) UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR TRANSMISSIONS OR DATA; OR (C) ANY BREACH OF THESE TERMS OF USE, INCLUDING, BUT NOT LIMITED TO, THE COST OF PROCUREMENT OF SUBSTITUTE GOODS AND SERVICES, DAMAGES FOR LOSS OF PROFITS, USE, DATA, OR OTHER INTANGIBLES, EVEN IF HEALTHUNLOCKED HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions the above limitations and exclusions may not apply to you. In such states or jurisdictions, HealthUnlocked’s liability is excluded or, to the extent exclusion of liability for the relevant liability is not permitted in such state or jurisdiction, limited to the maximum extent permitted by law, thereby minimizing HealthUnlocked’s liability to you to the lowest amount permitted by applicable law.

26.  INDEMNIFICATION

You agree to indemnify and hold HealthUnlocked Holdings Limited and all of its subsidiaries, affiliates, officers, directors and employees, agents and any third parties providing content included in the Services, harmless from any claim or demand (including, but not limited to, reasonable legal fees) made by any third party due to or arising out of your use of the Services.

27.  ASSIGNMENT

HealthUnlocked expressly reserves the right to transfer its rights and obligations under these Terms of Use, in part or as a whole, to: (i) another legal entity as part of any sale or merger of all or part of HealthUnlocked, Inc. with a separate legal entity; or (ii) an affiliate of HealthUnlocked.

28.  APPLICABLE LAW

These Terms of Use shall be governed by and construed in accordance with the laws of the state of North Carolina, excluding its conflict of laws provisions. Any action to enforce these Terms of Use will be brought in the federal or state courts in and for the state of North Carolina, and all parties to these Terms of Use expressly agree to be subject to the jurisdiction and venue of such courts.

29.  ARBITRATION AGREEMENT AND CLASS ACTION WAIVER

A. Arbitration Agreement

Any dispute, controversy, or claim (collectively, “Claim”) relating in any way to your use of HealthUnlocked’s Services, Sites, or Resources, or relating in any way to HealthUnlocked’s communications with you, shall be finally resolved by binding arbitration.

This mandatory Arbitration Agreement applies to you and HealthUnlocked; however, it does not govern any Claim for personal injuries that you allege against a healthcare provider or product manufacturer, nor does it bar you from making use of applicable small claims court procedures in appropriate cases. This Arbitration Agreement also does not bar HealthUnlocked from seeking injunctive relief in any court to preliminarily enjoin your infringement or other misuse of intellectual property rights, or any of the Services or Resources that we allege in good faith violates these Terms of use.

Arbitration is more informal than a lawsuit in court. There is no judge or jury in arbitration. Instead, the dispute is resolved by a neutral arbitrator. Court review of an arbitration award is limited. Except to the extent the parties agree otherwise, arbitrators can award the same damages and relief that a court can award. You agree that the U.S. Federal

Arbitration Act governs the interpretation and enforcement of this provision, and that you and Health Unlocked are each waiving the right to a trial by jury or to participate in a Class Action. This Arbitration Agreement shall survive any termination of these Terms of Use.

To begin an arbitration proceeding, you must send a letter requesting arbitration and describing your claim to HealthUnlocked, Inc., 929 N Front St, Wilmington, NC 28401. If you are an individual, the arbitration shall be administered by the American Arbitration Association (AAA) under its rules, including the AAA’s Supplementary Procedures for Consumer-Related Disputes. If you are not an individual or have used the Services on behalf of an entity, the AAA’s Supplementary Procedures for Consumer-Related Disputes will not be used. The AAA’s rules are available at www.adr.org or by calling 1-800-778-7879.

The number of arbitrators shall be one. The arbitration will be conducted in the English language in the city of Wilmington, North Carolina. North Carolina law shall apply. Judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction thereof.

Payment of all filing, administration and arbitrator fees will be governed by the AAA’s rules. You may choose to have the arbitration conducted by telephone, video or based on written submissions.

The arbitrator, and not any federal, state, or local court, shall have exclusive authority to resolve any dispute relating to the interpretation, applicability, unconscionability, arbitrability, enforceability, or formation of this Arbitration Agreement, including any claim that all or any part of this Arbitration Agreement is void or voidable. However, the preceding sentence shall not apply to the clause below entitled “Class Action Waiver.”

B. Class Action Waiver

Any Claim must be brought in the respective party’s individual capacity, and not as a plaintiff or class member in any purported class, collective, representative, multiple plaintiff, or similar proceeding (“Class Action”). The parties expressly waive any ability to maintain any Class Action in any forum. The parties understand that any right to litigate in court, to have a judge or jury decide their case, or to be a party to a class or representative action, is waived, and that any claims must be decided individually, through arbitration.

Any claim that all or part of this Class Action Waiver is unenforceable, unconscionable, void, or voidable may be determined only by a court of competent jurisdiction and not by an arbitrator. If this Class Action Waiver is found to be unenforceable, then the entirety of the Arbitration Agreement shall be null and void. The arbitrator may award declaratory or injunctive relief only in favor of the individual party seeking relief and only to the extent necessary to provide relief warranted by that party’s individual claim. If for any reason a claim proceeds in court rather than in arbitration, we each waive any right to a jury trial.

30.  WAIVER AND SEVERABILITY

No waiver of by HealthUnlocked of any term or condition set forth in these Terms of Use shall be deemed a further or continuing waiver of such term or condition or a waiver of any other term or condition, and any failure of HealthUnlocked to assert a right or provision under these Terms of Use shall not constitute a waiver of such right or provision.

If any provision of these Terms of Use is held by a court or other tribunal of competent jurisdiction to be invalid, illegal or unenforceable for any reason, such provision shall be eliminated or limited to the minimum extent necessary such that the remaining provisions of the Terms of Use will continue in full force and effect.

31.  MISCELLANEOUS

If any provision of these Terms of Use is found to be unlawful, void, or for any reason unenforceable, then that provision will be excluded from these Terms of Use and will not affect the validity and enforceability of any remaining provisions. These Terms of Use, comprising of Our Community Platform Terms and the Core Terms  are the complete and exclusive statement of the agreement between you and HealthUnlocked concerning the Services and use of the Sites. They replace and supersede any prior or contemporaneous oral or written agreement and any other communications between you and Health Unlocked.

32.  CONTACT INFORMATION

Any questions regarding HealthUnlocked Sites and any requests for additional information concerning HealthUnlocked and its products and services may be directed to HealthUnlocked at https://support.healthunlocked.com/#contact. However, please note that communications made through that address will not be deemed to constitute legal notice to HealthUnlocked or any of its officers, employees, agents, or representatives in any situation where notice to Health Unlocked is required by contract or any law or regulation.

Copyright © 2025 HealthUnlocked Holdings Limited



[SB1]Add anchor link to jump to Community Platform Terms

[SB2]Add another anchor link

[SB3]Add hyperlink when ToU uploaded to website

[SB4]This is different to the complaints procedure higher up - need to align on this, important for OSA.

[AS5]I think we should use the registered address for notices only and stick with the support email for complaints.

[SB6]I would prefer to remove this. It is difficult to see a situation where this would happen, given all our disclaimers, and if there is a genuine case where our negligence has directly caused harm in this way, we will be liable regardless of whether it is stated here or not.

[SA7]I'm happy to remove it

[SB8]Please insert

[AS9]done

[SB10]Please confirm that this is inline with Health Unlocked’s functions

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