Terms of service
Effective from 1st April 2023
We highly recommend that you read the Terms & Conditions carefully before you start to use the website. By using our website and services, you indicate that you accept these terms and conditions and that you agree to abide by them. If you do not agree to these terms and conditions, please refrain from using our website and services. All consultations and treatments are subject to the Terms & Conditions set out below.
You should print a copy of these terms and conditions for future reference.
1.Information about us
1.1 Information about us
Mahi Health is an online service operated by Pink Green Health Limited ("We"/”Us”) that is accessed through our website https://mahi.health. We are registered in England and Wales under company number 14240050 and our registered address is 85 Great Portland Street, London, W1W 7LT
You can contact us by emailing email@example.com
All doctors abide by regulatory requirements of the CQC and are self employed by Pink Green Health Limited as Independent Medical Practitioners. All doctors are registered with and regulated by the General Medical Council and comply with Good Medical Practice Guidelines.
2. Our services and how you should use them
2.1 What we do
We provide coaching services, behavioural support and medical consultations to support improvement in your health and reduce the risk of long term conditions.
We provide information to support your health goals and may provide advice on your lifestyle and health conditions.
You will need to register to access some of the services we offer.
2.2 How it works
We provide coaching services with a health coach, nutritional therapist, free information and provide refer on for medical consultations with independent medical practitioners if necessary.
Depending on the service bought you may receive information that is recorded or in text format. You may also access live health coaching sessions with a health coach. 1-1 sessions may be provided with a health professional, nutritionist and/or health coach.
2.3 Data collection
As part of this service we may collect information about you which will include: Your personal details, order details and GP details if you choose to add this
Options to record any relevant medical details such as known allergies and/or blood pressure if you receive one to on medical consultations
You may receive communications including:Confidential messages from Mahi Health, an option to upload a profile picture to personalise your account, to book for the paid services you need to submit your card details for payment.
All our medical information has been carefully prepared by experienced medical practitioners, reviewed by independent health professionals and are compliant with medical best practice.
Legal restrictions and professional codes of conduct may limit how often we are able to supply you with medication if this is required, and we have no obligation to supply the requested medication. We reserve the right to reject any order.
If you would like to discontinue using Mahi Health, you can click on the "Deactivate Account" button in your account. Your account will no longer be active with immediate effect and you will not be able to access your record. This action is irreversible and cannot be undone. You acknowledge and agree that Pink Green Health Limited are required by law to archive electronic patient records including your personal information, communication and treatments indefinitely for the foreseeable future.
2.4 ID Verification
If accepting a medical consultation, patient identity checks may be carried out when you have an appointment with a health professional. This would require a form of photo ID.
It is important that you give us your correct details so that your name and date of birth (DOB) can be verified. The name and date of birth that you use to register CANNOT be altered by the account holder.
Changes to this information can only occur by contacting customer services at firstname.lastname@example.org
You may be asked to provide additional documents including photo identification where there is ambiguity or when a manual check needs to be carried out.
Requests for additional identity documents are an extra level of identity checks and are based on individual circumstances. We use HIPAA and GDPR compliant e-mail servers to protect your sensitive and confidential information.
Clients whose identities cannot be verified despite our best efforts may not be able to use Mahi Health for consultations or treatments. Any payment taken prior to a failed ID check will be refunded within 3-5 working days. The registered account may also be disabled to restrict access if proven to be fraudulent. Final decision will be made by Mahi Health director(s).
It is permissible for someone else to make a payment for medication on behalf of the patient provided that:
The patient passes the ID checks as outlined in 2.3, 2.3.1 and 2.3.2
The cardholder has consented to make the payment and the name and billing address are verified at the point of payment
Our payment platform, Stripe, may perform checks on the cardholder’s name and billing address against appropriate 3rd party databases. This is to verify that the card is being used by the legitimate cardholder and with consent.
The patient MUST create a password consisting of a minimum 8 characters including 1 uppercase letter, 1 lowercase, 1 number and 1 special character during the registration process.
All users will need to log in prior to making a payment. It is important to keep this password secure and NOT divulge it to anyone.
2.5 Use of the website
This website is intended for use by all individuals. Some services may be restricted to users in the United Kingdom. Services comply by laws in the United Kingdom.
By placing an order through our website for the coaching programme,
you confirm that you are legally capable of entering into binding contracts;
you are at least 18 years old.
If you have a medical consultation with us you are situated in the United Kingdom at the time of the consultation.
The delivery address for your medication or medical documents must be based in the United Kingdom.
2.6. Your use of our website and services must be compliant with the conditions below:
You must complete all consultation questionnaires and/or answer any questions from a health professional truthfully and honestly. You must reveal and disclose all relevant information truthfully to the best of your knowledge.
Software is designed to prevent fraudulent activity
You must not register more than once or create multiple accounts.
You must not register or access services on behalf of anyone other than yourself.
Contact our customer service team if you require any assistance.
All the information contained on our website is in English. You are solely responsible for ensuring that you understand the information on the website in English. You must speak to your regular healthcare provider if you do not understand the information we provide, or you do not fully understand the advice or information given to you on our site.
If a medicine is dispensed and dispatched to you, you are responsible for checking that the medicine is the correct medicine. If in doubt, you need to contact the pharmacy first, and then check with us at Mahi Health.
Do not consume any medicine that is not the prescribed medicine or is damaged on arrival.
You must carefully read all product packaging and labels prior to use. If you purchase medicines in advance of your needs, please ensure that they are not out of date prior to consumption.
Please ensure that no-one other than yourself has access to any medicines purchased through our service. You must always keep medicines out of the reach and sight of children.
2.7. Your use of our video and telephone consulting services must also be compliant with the additional conditions below:
Visual examinations (genitalia / female breast) or posting of images of male or female genitalia or female breasts is not permitted
This service is strictly for adults aged 18 and above.
High risk of harm to self or others MUST be reported to the patient’s registered GP
There are prescribing restrictions for medicines prone for misuse, abuse or overuse.
2.8 We shall not be liable for any losses, claims or damages, directly or indirectly which result from:
Failure to provide and maintain complete, truthful and accurate information in your account and for all questionnaires you submit or any other information you provide to us;
Failure to follow advice given on the website or to pass on information given on the website to your regular healthcare provider.
You accept that the advice given on the website does not replace your regular healthcare provider. You are strongly advised to inform your regular healthcare provider about any treatment or medication you receive from Mahi Health.
This exclusion of liabilities does not extend to any damages relating to death or personal injury due to negligence by Mahi Health, its directors or employees.
2.9 Web Security
You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or any other material which is malicious or technologically harmful.
You must not attempt to gain unauthorised access to our website, the server on which our website is stored, or any server, computer or database connected to our site. By breaching this clause, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities, and we will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
3. Pricing, payment, cancellations and refunds
3.1 Pricing, payment, cancellations and refunds
We are legally required to inform clients of the cost of each treatment before consultation. All our prices are displayed clearly on the website including any extra costs that might be incurred including delivery fee.
It is possible that, despite our best efforts, some of the services listed on our website may be incorrectly priced. We are under no obligation to provide the services to you at the incorrect (lower) price if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as an error.
You are responsible for providing valid credit or debit card payment details. We will not be able to provide services if your payment details have expired or are invalid in any way.
If this happens, we will attempt to contact you to provide updated payment information. By providing payment details, you confirm that you are authorised to use these details and authorise us or our payment service provide to take payment in full for the items in your order and any other charges that become due to us under these terms and conditions.
When using our video and telephone consulting services, you are required to pay the full amount to book an appointment. This amount is a consulting fee and is applied regardless of whether a prescription and/or any other request is approved.
Additional payments may be taken if the appointment is longer than the time allocated. This will be charged accordingly per time slot.
Appointments that are cancelled less than 24 hours before the appointed time will incur a £10 admin fee which is deducted from the refund issued.
Payment cards that are issued outside of the UK will be subject to additional checks and require submission of photo identification when requested.
If you wish to return a non-medicinal item, it must be in the original packaging, unopened and in a condition fit for resale. If these conditions are not met, we will be unable to offer a refund. You must inform us of your intention to return the item within 10 days of the delivery date. Once the return request has been approved, you must return the item back to us within 28 days.
We do not dispense medicines. If you receive medicines from a pharmacy we are not able to accept returns on them.
3.2 Faulty, damaged or incorrect goods
If you believe any medication, service or test kit you have ordered is damaged, faulty or incorrect, please contact customer services on within 7 working days of receipt. The course of action taken will then be decided on a case by case basis and may involve giving a full refund or offering a replacement product. We may ask that the product be returned, at our expense, to a freepost address or arrange for it to be collected. Refunds are processed as detailed above.
Where it is deemed inappropriate to provide a service or it is clear the product was damaged prior to receipt, we will cancel the transaction and all payments held pending approval will be refunded in full back to your account within 3-5 working days.
4. Website access and links to and from our website
4.1 Website access and links to and from our website
We reserve the right to withdraw or amend the services we provide on our site or restrict access to some parts of our website or our entire website without notice.
You are responsible for ensuring that all persons who access our website through your internet connection are aware of these terms, and that they comply with them.
While we aim to update our website regularly and the content may change without notice, we are under no obligation to update such content.
You may link to our website, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it in any way whatsoever. 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, and you must not establish a link from any website that is not owned by you. Our website must not be framed on any other website.
We reserve the right to withdraw linking permission without notice. If you wish to make any use of material on our website other than that set out above, please address your request to email@example.com
Where our website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them.
5. Security and Storage of your personal data
We are working towards certification by IASME and Cyber Essentials which are government approved standards that shows we have strategies and security measures in place to protect your information from online and physical threats , unauthorised access or alterations and accidental disclosure or destruction.
Security measures in place include: data encryption, use of SSL technology, password protection and internal reviews of our data collection, storage and processing procedures.
Where you have chosen, or in some cases, been given a password to access certain areas of the website, you are responsible for keeping this password safe and confidential. You should not share this with anyone.
Any use and subsequent transmission of information within, to and from our site is done at your own risk. All efforts within our responsibilities and capabilities will be made to minimise risks and protect your information.
Any piece of security information, whether provided by us or chosen by you, must be treated as confidential, and it is your responsibility to maintain its confidentiality. This information includes, but is not limited to, passwords, PIN numbers and patient ID numbers. We reserve the right to disable any user account or password if in our opinion you have failed to comply with any of the provisions of these Terms and Conditions. If you believe that your account has been compromised, you must contact us immediately.
6. Intellectual property rights
6.1 Intellectual property rights
Pink Green Health Limited is the owner or the licensee of all intellectual property rights on our website, and in the material published on it. These works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our website for your personal reference only. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged and permission requested and granted.
You must not use any part of the materials on our website for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy or download any part of our website in breach of these terms and conditions, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
7. Written communication
Applicable laws require that some of the information or communications we send to you should be in writing. When using our website, you accept that communication with us will be mainly electronic.
We will contact you by email or provide you with information by posting notices on our website. 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.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any material posted on it, or on any website linked to it.
The content displayed on our website is provided without any guarantees, conditions or warranties as to its accuracy.
Subject to clause 8.2, if in delivering our services to you we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the services.
Subject to clause 8.2, to the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:
All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website or in connection with the use, inability to use, or results of the use of our website and services, any websites linked to it and any materials posted on it, including, without limitation any liability for:
Loss of income or revenue
Loss of business
Loss of profits or contracts
Loss of anticipated savings
Loss of data
Loss of goodwill
Wasted management or office time
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, provided that this condition shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above.
8.2 Confidential liability
Mahi Health is not liable for any events or consequences that arise as a result of any breach of confidential information from or through you, either deliberately or accidentally, including but not exclusive to making your password, PIN number or patient ID number known to an individual or individuals other than yourself.
Nothing in these terms and conditions limit our liability for:
Death or personal injury arising from our negligenc
Fraudulent misrepresentation or misrepresentation as to a fundamental matter
Any other liability which cannot be excluded or limited under applicable law.
9. Information about you and your visits to our website
By using our website, you consent to such processing and you warrant that all data provided by you is accurate and remains accurate. You are responsible for, on a regular basis, updating your information to ensure it remains accurate and current.
10. Jurisdiction and applicable law
The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our website although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.
These terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
11. The agreement and variations thereof
These Terms & Conditions and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our website and the services made available on it.
If any of these terms are held to be invalid or unenforceable then the validity and enforceability of the remaining provisions shall not be affected.
We may revise these Terms & Conditions at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we made, as they are binding on you.
The date from which the currently published Terms & Conditions are effective from, can be found at the top of the page, so you can easily check whether they have been updated.
12. Your concerns
If you have any concerns about the content on our website or concerns about our services, please contact us on firstname.lastname@example.org