Terms of Use

These terms may have changed since you last reviewed them

For a list of changes and when they were made, see the Appendix. These terms were last updated in September 2024.

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Where to find information about us and our services

You can find everything you need to know about us, Healthnix Ltd (company number 15121283 registered at 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE), and our services on our website https://www.healthnix.io before you purchase any services or products from us. We also confirm the key information to you in writing after you purchase any services or products from us, either by email, or in your online account.

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Our services

Our services include the provision of the Healthnix digital platform, through which you may access various online resources relating to nutrition and musculoskeletal health, use our platform to track your health and wellbeing through our symptom tracking features and connect with HCPC (or equivalent) registered dietitians to receive personalised nutritional and lifestyle advice from such dietitians, tailored to your individual health profile. As and when appropriate, your personalised nutritional and lifestyle advice may include educational materials from or interaction with other healthcare professionals relevant to your individual case and needs, for example a physiotherapist or a health coach.

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We carefully check the experience and qualifications of all the registered dietitians, nutritionists, health coaches and physiotherapists (as appropriate) who are involved in the delivery of our services.

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The specific package of services you receive may vary from one client to another, since the exact dietary and lifestyle advice provided to you is created by the registered dietitians.

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When we talk about the “Healthnix programme” we refer to the structured 8 week personalised programme delivered through the Healthnix mobile app by the professionals mentioned above, tailored to your specific needs. 

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When we talk about the “Healthnix platform” we refer to the mobile app, available on iOS and Android devices, which we have created to facilitate the delivery of the Healthnix programme to those users who purchase it, as well as a set of other platform features, such as symptom tracking, access to meal recipes, educational materials and a user community, which we may make available to a selected group of users as we test the beta of this offering. 

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When you purchase access to the Healthnix platform from us you are agreeing that:

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• Your access to the Healthnix platform will be granted only after we have verified your order. This will include checking your eligibility for the programme based on your age, BMI, existing conditions and completion of any pre-requisities in line with our onboarding policy.

• For health and safety reasons, not everyone is eligible to take part in the structured Healthnix programmes led by the registered dietitians, so we may reject some purchase requests.

• Healthnix is not yet freely available on the market. It is currently being made available to selected groups of users to enable us iterative product development and market testing. 

• Neither we, nor dietitians on the Healthnix programme and/or platform provide medical advice.

• We charge you when we accept your purchase of access to Healthnix.

• We are not responsible for delays outside our control.

• You are responsible for making sure the information you provide is accurate. 

• You have a legal right to change your mind.

• You have rights if there is something wrong with the services we have provided to you.

• We can change services and these terms.

• We can suspend supply (and you have rights if we do).

• We can withdraw services.

• We can end our contract with you.

• We don't compensate you for all losses caused by us or our services.

• We use your personal data as set out in our Privacy Notice.

• You have several options for resolving disputes with us.

• Other important terms apply to our contract. 

 

These terms are explained in more detail below. 

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We will only grant you access to the Healthnix platform/ programme after we verified and approved your order

We contact you to confirm we've received your order and then we contact you again (normally within 3 working days) to confirm we've accepted it or, if not, we will provide the reasons why we cannot accept your request to access our services. You are entitled to appeal any such decision. 

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Not everyone is eligible to be onboarded - sometimes we reject orders

Sometimes we reject orders, for example, because we can't verify your age (our services are only for users aged 18 or older), because you are not eligible for our services due to some health exclusion criteria (which will be communicated to you in the onboarding process) or because the service was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

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We do not provide medical advice

The Healthnix programme and any materials you may access on the Healthnix platform are not, and are not intended to be, medical advice. Registered dietitians who provide dietary plans as part of the Healthnix programme provide nutritional advice only. Information shared with you through the Healthnix platform or through the educational non-personalised section of the Healthnix programme content is informational and educational in nature only and must not, in any case, substitute medical advice given to you by your healthcare professional. 

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Whilst we do our best to ensure it is safe for you to use our services, we recommend that you consult your primary care physician or rheumatologist before taking part in the Healthnix programme. 

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Please note that whilst working with a dietitian and implementing lifestyle changes is likely to help manage your osteoarthritis symptoms, and may reduce your pain levels or improve mobility, it should not be treated as a substitute for medical advice or medication which may in some cases be necessary. We hope that our services will allow you to reduce medication usage in a safe and effective manner, but the decision to do so should always be made after consultation with your healthcare professional.

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We charge you when we accept your purchase of access to the Healthnix platform

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However, for most users, except our Early Adopters, access to the Healthnix platform beyond the 8 week dietitian led programme is charged at regular quarterly intervals, as explained to you during the onboarding process. You may cancel this subscription at any time through the relevant cancellation link in the platform or by contacting us at hello@healthnix.io  

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We're not responsible for delays outside our control 

If our supply of your service is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: hello@healthnix.io to end the contract and receive a refund for any services you have paid for in advance, but not received. 

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You are responsible for making sure information you provide is accurate 

If we ask you for information relating to the service, you are responsible for making sure that information is correct. 

This is essential and we may cancel your access to the Healthnix platform if we find out you shared inaccurate, incomplete or untrue information regarding your health, age, or any other factors which may make it unsafe or inappropriate for you to receive any or some of our services.

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In particular, it is absolutely crucial that you answer truthfully and fully, to the best of your knowledge, any questions from us or dietitians relating to any relevant medical conditions you may have which may affect the advice dietitians ought to give you, any allergies, intolerances, symptoms, substance or drug usage. We only ask for information we need to ensure that it is safe for you to use any of the services we provide. 

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You have a legal right to change your mind

Your legal right to change your mind. You have 14 days after the date we confirm your order to change your mind about a purchase, but you lose the right to cancel any service, when it's been completed (and you must pay for any services provided up the time you cancel). For instance, if you paid for the Healthnix programme and already did the blood tests or attended the first dietitian call, the part of the programme fee attributable to the blood tests and/or the first dietitian call is no longer refundable (except if you are an Early Adopter in which case the Early Adopter Terms, communicated to you during onboarding, apply).

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How to let us know and what happens next.

If you change your mind and no longer wish to receive our services, please contact us as hello@healthnix.io. We refund you as soon as possible and within 14 days of you telling us you've changed your mind. We refund you by the method you used for payment. We don't charge a fee for the refund.

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You have rights if there is something wrong with your service

If you think there is something wrong with your service, you must contact our Customer Service Team: hello@healthnix.io Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

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Summary of your key legal rights 

If your product is services, for example personalised online diet and lifestyle support, the Consumer Rights Act 2015 says:

• You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

• If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.

• If a time hasn't been agreed upfront, it must be carried out within a reasonable time.

 

We can change services and these terms

Changes we can always make. We can always change a service:

• to reflect changes in relevant laws and regulatory requirements; and

• to make minor technical adjustments and improvements.

 

Changes we can only make if we give you notice and an option to terminate. We can also make other types of change to the service or these terms, but if we do so we'll notify you and you can then contact our Customer Service Team (hello@healthnix.io) to end the contract before the change takes effect and receive a refund for any services you've paid for in advance, but not received.

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We can suspend supply (and you have rights if we do) 

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We can suspend the supply of a service. We do this to:

• deal with technical problems or make minor technical changes;

• update the service to reflect changes in relevant laws and regulatory requirements; or

• make changes to the service (see We can change services and these terms).

 

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the service we adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than 72 hours you can contact our Customer Service Team: hello@healthnix.io to end the contract and we'll refund any sums you've paid in advance for services you won't receive.

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We can withdraw services

We can stop providing a service. We let you know at least 24 hours in advance and we refund any sums you've paid in advance for services which won't be provided.

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We can end our contract with you

We can end our contract with you for a service and claim any compensation due to us if:

• you don't make any payment to us when it's due and you still don't make payment within 14 days of our reminding you that payment is due;

• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service, for example, information we need to order the blood testing services for you, any information which is critical to the provision of safe dietary and lifestyle advice (as judged by the registered dietitians);

• you are abusive and/or repeatedly offensive to any of our staff, including contractors such as registered dietitians, health coaches or any other professional you come in contact with through the Healthnix platform;

• you provide incomplete, inaccurate or false information relating to your health which is relevant to the registered dietitians being able to provide their services to you through the Healthnix platform and you do not rectify such situation within 14 days of receiving our request, or a request from the dietitian, to do so. 

 

We don't compensate you for all losses caused by us or our services

We are responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control. 

• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use. 

• A business loss. It relates to the purposes of your trade, business, craft or profession.

 

We use your personal data as set out in our Privacy Notice.

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You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team hello@healthnix.io will do their best to resolve any problems you have with us or our services. We want to deliver exceptional services to you at all times and it is important to us that you notify us if something is not right.

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You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

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Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

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Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

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If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

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Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

 

 

Appendix 1

No changes since September 2024.