1. Introduction

Welcome to Doctor Hub, the United Kingdom’s pioneering virtual walk-in clinic, offering comprehensive, accessible, and cost-effective healthcare services through digital consultation modalities. By using our services, including the Doctor Hub application or website, you agree to comply with and be bound by the following Terms and Conditions. We advise you to read these terms in their entirety before proceeding with the use of our services.

Our primary objective is to make healthcare accessible to all individuals, irrespective of geographical constraints, by leveraging advanced technology to deliver high-quality medical services. Through our innovative platform, we address the growing need for timely healthcare interventions in an efficient manner, enhancing patient satisfaction and improving health outcomes.

Please note that Doctor Hub is not intended for emergency medical situations. In the event of a medical emergency, contact emergency services by dialing 999. Our services are designed for non-urgent medical conditions that can be managed through telehealth consultations and should not be used as a substitute for emergency care.

2. Definitions

• Platform: Refers to the Doctor Hub application, website, and any related technologies used to provide healthcare services.
• Healthcare Providers: Licensed medical professionals, including GPs and Specialists; and other mental health providers including psychologists and counsellors who provide consultations through Doctor Hub.
• Services: The range of telehealth services provided by Doctor Hub, including GP consultations, mental health support, and other related services.
• Users: Individuals who access and use the services provided by Doctor Hub.

3. Who We Are

Doctor Hub Services Ltd (“Doctor Hub”) is an innovative provider of virtual healthcare services, including general practitioner (GP) consultations, scheduled medical appointments, and mental health support. We operate a proprietary telehealth platform with dedicated portals for patients, healthcare providers, and administrative staff, ensuring streamlined communication and effective service delivery.

Our mission is to transform healthcare delivery by making it more patient-centric, efficient, and accessible. By using state-of-the-art technology, we connect patients with healthcare professionals, ensuring that quality care is always within reach. We believe that healthcare should be proactive, seamless, and available at the convenience of the patient, and we are committed to making this vision a reality.

4. Eligibility

To be eligible to access our services, you must fulfill the following criteria:

• Be at least 18 years of age. Individuals under the age of 18 must have explicit parental consent and be under the supervision of a legal guardian.
• Be physically located within the United Kingdom during the use of our healthcare services.
• Possess the necessary technical means to access our services, including a smartphone, tablet, or computer with a stable internet connection. It is the user’s responsibility to ensure that their device meets the technical requirements needed to use our platform effectively, including having appropriate software and system updates installed.

5. Services Provided

Doctor Hub provides the following core services:

• Virtual Walk-in Clinic: On-demand consultations with licensed GPs for non-emergency issues such as minor illnesses, dermatological conditions, or general health concerns. The virtual walk-in clinic offers the convenience of timely access without prior appointments.
• Bookings Clinic: Scheduled appointments for ongoing, personalised follow-up care tailored to meet individual patient needs. Patients have the flexibility to choose appointment times that best fit their schedule, allowing for continuity of care and a deeper focus on managing ongoing medical conditions, preventive health measures, or chronic diseases.
• Mental Health Clinic: Access to qualified mental health professionals for the treatment and management of non-acute mental health concerns. We recognise the significance of mental well-being and provide dedicated support to help patients navigate challenges such as anxiety, depression, stress, and other mental health issues.

6. How to Access Our Services

Our services are accessible through the Doctor Hub mobile application, which is available for both iOS and Android devices. We utilise Veriff, a third-party application, to verify patient IDs. In certain cases, we may verify IDs manually to ensure compliance with our standards. Upon registration, users are required to provide accurate personal information, including their full name, contact details, and relevant medical history, to facilitate comprehensive and efficient medical consultations.

7. Medical Consultations

All medical consultations offered through Doctor Hub are conducted by GMC-licensed and qualified healthcare professionals. Doctor Hub acts as a platform that facilitates the connection between patients and healthcare providers. Please note that Doctor Hub is not liable for the medical advice or treatment decisions made by healthcare professionals; the responsibility for medical care rests solely with the healthcare provider.

Our healthcare providers are carefully vetted to ensure they meet the highest standards of medical practice. Each provider is licensed, experienced, and committed to delivering compassionate and evidence-based care. During a consultation, patients are encouraged to share all relevant symptoms and medical history to help the healthcare provider make informed decisions regarding diagnosis and treatment.

Doctor Hub consultations are conducted via secure video calls, providing patients with a real-time interactive experience. However, if the inbuilt video features experience disruptions, healthcare providers may rely on other means of communication, such as Skype, FaceTime, or a regular phone call.

8. User Responsibilities

By accessing our services, you agree to uphold the following responsibilities:

• Provide truthful, accurate, and complete information during registration and throughout medical consultations to ensure appropriate care. Misrepresentation of information may compromise the quality of care provided and could result in termination of your access to our services.
• Treat all healthcare professionals and Doctor Hub staff with respect, refraining from any abusive, offensive, or inappropriate conduct. We maintain a zero-tolerance policy for abusive behavior and reserve the right to restrict or terminate access for users who violate this policy.
• Understand that our services are not intended for use in medical emergencies or for conditions that require immediate, in-person intervention. Users are expected to exercise good judgment in determining whether their medical concern is suitable for a telehealth consultation.
• Maintain the confidentiality of your account credentials. You are responsible for all activities conducted through your account, and we advise you to use strong, unique passwords and enable two-factor authentication if available. Sharing your account credentials with unauthorised individuals may result in the termination of your access to our services.

9. Fees and Payments

A payment block is made on the card through our secure payment gateway prior to the consultation, and the charges are deducted after the consultation. We accept major credit and debit cards, and all transactions are encrypted to ensure the safety of your financial information.

• Cancellation Policy: Scheduled appointments may be canceled up to two hours before the appointment time for a full refund. Cancellations made less than two hours before the scheduled time may not be eligible for a refund. In cases of unforeseen circumstances, please contact our support team to discuss potential accommodations.

10. Privacy and Data Protection

Doctor Hub is committed to maintaining the privacy and confidentiality of your personal data. We collect and process personal information in accordance with our Privacy Policy, which complies with applicable data protection regulations, including the General Data Protection Regulation (GDPR). By using our services, you consent to the collection, processing, and use of your personal data as detailed in our Privacy Policy.

We employ advanced security measures, including encryption, secure data storage, and access controls, to protect your information from unauthorised access, disclosure, or misuse. Only healthcare professionals have access to your medical records, strictly when necessary for your clinical care, and all data processing activities are logged and monitored to ensure compliance with legal and ethical standards.

11. Limitation of Liability

While Doctor Hub provides healthcare consultations through qualified professionals, we do not guarantee specific outcomes or results. Doctor Hub shall not be held liable for any damages, losses, or injuries arising from the use of our services, except as mandated by applicable law. Users acknowledge that healthcare is inherently uncertain, and outcomes may vary based on individual circumstances.

Our liability is further limited by factors beyond our control, such as technical issues, interruptions in service, or errors resulting from inaccurate information provided by the user. While we strive to ensure uninterrupted access, we cannot guarantee that the platform will be available at all times, and we disclaim liability for any disruptions that may occur.

12. Intellectual Property

All content, logos, trademarks, and materials available on the Doctor Hub platform are the intellectual property of Doctor Hub or its licensors. You may not reproduce, distribute, modify, create derivative works of, publicly display, or otherwise use any of our intellectual property without our prior written consent.

13. Third-Party Services and Links

Our platform relies on third-party services to provide several essential features, including e-prescription services, pathology, and radiology services, as well as video calls through integrated APIs. These third-party services are not owned or controlled by Doctor Hub, and we do not assume responsibility for their content, privacy policies, or practices.

Additionally, our platform may contain links to other third-party websites or services. By using our platform, you acknowledge and agree that Doctor Hub shall not be liable for any damages or losses arising from your use of these third-party services or links.

14. Account Termination

Doctor Hub reserves the right to suspend or terminate your account at any time if we determine that you have violated these Terms and Conditions, engaged in fraudulent or illegal activities, or compromised the integrity of our platform. We also reserve the right to take any legal action we deem necessary in such situations.

15. User Conduct

You are prohibited from using the Doctor Hub platform for any activities that are unlawful, harmful, or disruptive to the services provided. This includes, but is not limited to, attempting to hack the platform, sharing misleading health information, impersonating another individual, or engaging in any fraudulent behavior. Violation of these rules may result in the suspension or termination of your access to our services.

16. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Amendments to Terms

Doctor Hub reserves the right to modify these Terms and Conditions at any time. Any amendments will be communicated via our website or mobile application. Continued use of our services following the publication of changes constitutes your acceptance of the revised Terms and Conditions.

We recommend that users review these Terms and Conditions periodically to stay informed of any updates. In the event of significant changes, we may also notify users directly via email or app notifications. Your continued engagement with our services indicates your acceptance of these updates and your willingness to abide by the modified terms.

18. Patient Rights

Doctor Hub is committed to upholding the rights of patients, including:

• Privacy and Confidentiality: Ensuring that your personal and medical information is protected.
• Informed Consent: Providing you with sufficient information regarding treatment options, allowing you to make informed decisions about your healthcare.
• Right to Ask Questions: Encouraging you to ask questions and seek clarifications regarding your diagnosis, treatment, or the services provided.

19. Contact Information

For any inquiries or concerns regarding these Terms and Conditions, please reach out to us via email at enquiries@doctor-hub.co.uk or by postal mail at our registered office: 86-90 Paul Street, London EC2A 4NH, United Kingdom.

Our support team is available to assist you with any questions related to your account, technical issues, or general inquiries about our services. We strive to provide prompt and efficient support to ensure a positive experience for all users. You may also access our FAQ section on the website for answers to commonly asked questions.