Terms and Conditions

1.  About These Terms

These Terms and Conditions ("Terms") govern your use of the clinical services provided by Naya Health Limited ("Naya Health", "we", "us", "our"), a company registered in England and Wales (company number 16542212), with our registered office at 25 Bedford Square, London WC1B 3HH.

Our clinical services are delivered at our clinic(s), including UNTIL Marylebone, 1 Orchard Street, London W1H 6HJ, and any other locations notified to you at the time of booking. Regulated activities at these premises are carried out under the Care Quality Commission (CQC) registration held by UNTIL.

By participating in a discovery call, attending any appointment, or otherwise engaging with our services, you confirm that you have read, understood, and agree to be bound by these Terms in full. If you have any questions, please contact us at admin@wearenaya.com before your discovery call or appointment.

2.  Consent to Clinical Services

Naya Health is committed to delivering high-quality, personalised care. We require your informed consent before any clinical services are provided. By agreeing to these Terms, you:

• Confirm your consent to be clinically assessed by a member of the Naya Health clinical team.
• Acknowledge that any treatment recommendations will be made in accordance with your individual clinical profile and presented to you clearly before proceeding.
• Understand that you retain the right to decline or stop treatment at any time, and that doing so will not affect the standard of care offered to you.
• Confirm that all information you have provided about your health and medical history is accurate and complete to the best of your knowledge.
• Confirm that you are aged 18 or over or, if you are under 18, that a parent or legal guardian has provided consent on your behalf and completed these Terms accordingly.

3.  Data Protection and Privacy

Naya Health takes the privacy and security of your personal and clinical data seriously. We are the data controller of your personal information and are registered with the Information Commissioner's Office (ICO).

As a healthcare provider, we process the health information needed to assess and treat you under Article 9(2)(h) of the UK General Data Protection Regulation (UK GDPR), which covers the provision of healthcare. This means your care does not depend on a consent tick-box, and your clinical record remains complete and accurate. Your consent to any specific treatment is always sought separately as a matter of good clinical practice.

By agreeing to these Terms, you acknowledge that:

• Your personal and clinical data is stored securely in our clinical record system and related operational platforms, all of which are UK GDPR compliant and operate as data processors under contract with Naya Health.
• Your data will not be shared with third parties for commercial purposes. Any sharing occurs solely in the context of your care, as set out in Clause 4 below.
• You may request access to your personal data at any time by contacting us at admin@wearenaya.com. Full details of your rights under UK GDPR are set out in our Privacy Notice, available at www.wearenaya.com or on request.

4.  Sharing of Clinical Information

Naya Health may share relevant clinical information with other parties where necessary for your care or where required by law. By agreeing to these Terms, you acknowledge that we may share your information with:

• Your GP or other healthcare professionals involved in your care, where clinically appropriate and with your agreement wherever possible.
• Specialist clinicians we partner with (for example in psychology, neurology or nutrition) who are involved in your assessment or treatment, under duties of confidentiality.
• UNTIL, the CQC-registered operator of the premises where our regulated services are delivered, to the extent required for regulatory and clinical-governance purposes.
• Our service providers (including our clinical record system, appointment and booking platforms, IT and cloud-storage providers, and payment processors) under contracts that require them to protect your information and use it only on our instructions.
• Our regulators and relevant authorities, including the CQC and the ICO, where required by law.

Any information sharing will be limited to what is necessary and proportionate. In exceptional circumstances where there is a serious risk to your safety or the safety of others, we may be required to share information without your prior agreement. We will inform you wherever it is safe and appropriate to do so.

5.  Clinical Record Systems and Digital Tools

To deliver safe, high-quality care, Naya Health uses a range of digital tools and platforms. These include our clinical record system, digital transcription tools, and AI-assisted technologies used in the assessment, documentation and monitoring of your care. By agreeing to these Terms, you:

• Agree to the creation and maintenance of a confidential medical record in our clinical record system, as required under healthcare law and professional standards.
• Agree to the use of digital transcription tools to accurately record the details of your assessments and ongoing treatment. Transcription data is stored securely and subject to the same data-protection standards as your other clinical records.
• Acknowledge that we may use AI-assisted tools to support clinical documentation, outcome monitoring (including NayaScore™ data), and service improvement. Such tools are used by, or under the supervision of, our clinical team and do not make autonomous clinical decisions about your care.
• Understand that all digital tools used by Naya Health are contractually required to process your data only on our instructions, in accordance with UK GDPR.
• If you have any objection to the use of a specific tool or technology, please notify us in writing before your appointment and we will discuss alternative arrangements with you.

6.  Cancellation Policy

We understand that circumstances can change. In order to manage our clinical capacity fairly, the following cancellation terms apply:

• A cancellation fee equivalent to the full cost of the scheduled appointment will be charged for any cancellation or failure to attend made within 48 hours of the appointment time.
• This fee applies regardless of the reason for cancellation, except in exceptional circumstances at our sole discretion.
• Please note: This cancellation fee is not covered by insurance providers. You will be personally responsible for the cost of any late cancellation, irrespective of your insurance arrangements.
• To cancel or reschedule an appointment, please contact us as early as possible at admin@wearenaya.com.

7.  Fees and Payment

• All fees for clinical services will be confirmed to you prior to your appointment.
• Payment is due in accordance with the payment terms communicated at the time of booking.
• Where a payment plan has been agreed in writing, you are bound by the terms of that agreement.

8.  Complaints

If you are dissatisfied with any aspect of your care or our service, we encourage you to raise this with us in the first instance by contacting admin@wearenaya.com. We aim to acknowledge all complaints promptly and resolve them fairly.

If you are unhappy with how we have handled your personal information, you have the right to complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or by calling 0303 123 1113.

9.  Liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or restricted under English law, including your right under the Consumer Rights Act 2015 to have our services performed with reasonable care and skill.

Subject to the paragraph above, we do not exclude or limit liability for indirect or consequential loss arising from our services, except that we are not liable for any loss of profits, loss of business, or loss of opportunity.

Each clinician who treats you maintains professional indemnity insurance appropriate to their professional registration. Details of individual cover are available on request.

Nothing in this Clause affects your statutory rights.

10.  Entire Agreement

These Terms, together with our Privacy Notice and any payment plan agreed in writing, set out the entire agreement between us in relation to our services, and supersede any prior discussions, representations or understandings, whether written or oral. Nothing in this Clause excludes or limits liability for fraud or fraudulent misrepresentation.

11.  Variation

We may update these Terms from time to time. Any changes will be published on our website, and will apply to services booked after the date of the change. Changes will not affect any services already booked or in progress, unless required by law or agreed with you.

12.  Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

13.  Governing Law

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

Consent and Agreement

By participating in a discovery call, attending any appointment, or otherwise engaging with our services, you confirm that:

• You have read and understood these Terms and Conditions in full.

• You consent to clinical assessment and, where appropriate, treatment by the Naya Health clinical team.

•  You acknowledge that your health information will be processed under the healthcare provision basis (Article 9(2)(h) UK GDPR) as described in these Terms, and that you have read the Naya Health Privacy Notice.

• You acknowledge and accept that relevant clinical information may be shared with your GP, specialist clinicians, or other parties as set out in Clause 4.

• You agree to the use of clinical record systems, digital transcription tools, and AI-assisted technologies as described in Clause 5.

• You have been informed of and accept the cancellation policy set out in Clause 6.

These Terms take effect from whichever happens first: your discovery call, your first appointment, or your first use of our services. If you do not agree to any part of these Terms, please tell us before your discovery call or appointment so we can discuss your options.