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Aeva Health - Terms and Conditions

Last Updated: August 21, 2025

1. Introduction

These Terms and Conditions ("Terms") govern your use of Aeva Health Ltd's website ("Website"), mobile application ("Aeva App"), and digital platform services (the Website and Aeva App together, the "Aeva Digital Platform", collectively "Services"). Aeva Health Ltd ("Aeva Health", "we", "us", "our") is a private limited company registered in England under company number 15462448, with its registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

By accessing or using our Services through the Website, Aeva App, or any part of the Aeva Digital Platform as a user ("User", "you", "your"), you agree to these Terms and enter into a binding contract with Aeva Health. If you disagree with any part of these Terms, do not use our Services.

2. Platform Status and Service Types

2.1 Overall Platform Nature

Aeva Health is an informational and support platform, not a healthcare provider. We:

  • Do not provide medical diagnosis, treatment, or prescriptions
  • Are not a substitute for professional medical care
  • Do not provide emergency medical services
  • Offer general health information and wellness support
  • Encourage users to contact a qualified medical professional for any medical questions or concerns

2.2 As a Direct Service Provider

For subscription services, Aeva Health is the direct provider of:

  • Digital platform access via Website and Aeva App
  • AI Health Assistant (AiEva)
  • Health tracking and symptom monitoring tools
  • Personalised health insights and educational content
  • Digital wellness resources

2.3 Disclosed Agent for Practitioner Services

For practitioner services, Aeva Health acts as a disclosed agent, meaning:

  • We connect users with independent practitioners
  • We collect payments on practitioners' behalf
  • We retain a service fee from these payments
  • The practitioners are the actual service providers
  • Practitioners are responsible and liable for their professional services

3. Services

Aeva Health offers two distinct service types:

3.1 Subscription Service (Provided directly by Aeva Health)

  • Monthly access to the Aeva Digital Platform
  • AI Health Assistant (AiEva)
  • Health tracking and symptom monitoring tools
  • Personalised health insights and educational content
  • Digital resources

3.2 Pay-Per-Session Practitioner Services

  • Individual or group practitioner consultations
  • Practitioners provide services under their own professional terms
  • All scheduling and communication through the Aeva Digital Platform
  • 24-hour cancellation policy applies
  • Full payment required at booking

3.3 AI Health Assistant (AiEva)

IMPORTANT AI DISCLOSURE: When using AiEva, you are interacting with artificial intelligence technology. AiEva:

  • Is an AI system and not a human medical professional
  • Provides general guidance and health insights to support your wellbeing
  • Cannot diagnose or treat medical conditions
  • May not account for individual medical circumstances
  • Should not be used for medical decisions
  • Cannot replace qualified medical advice

4. User Account and Responsibilities

4.1 Account Creation

When creating an account, you must:

  • Provide accurate and complete information
  • Maintain the security of your login credentials
  • Be solely responsible for all activities under your account
  • Notify us immediately of any unauthorised use
  • Be at least 18 years old to use our Services

4.2 User Responsibilities

Users must:

  • Provide accurate health information
  • Update relevant medical conditions and information
  • Arrive on time for scheduled sessions
  • Follow professional recommendations appropriately
  • Ensure adequate internet connection for online sessions
  • Not record sessions without written permission
  • Consult qualified medical professionals for medical decisions
  • Pay applicable fees for no-shows and inadequate notice cancellations
  • Understand that no reimbursement applies for certain cancellation scenarios

4.3 Prohibited Uses

You may not use our Services to:

  • Violate any applicable laws or regulations
  • Transmit harmful, offensive, or inappropriate content
  • Attempt to gain unauthorised access to our systems
  • Share your account credentials with others
  • Use the platform for commercial purposes without permission
  • Interfere with the proper functioning of our Services
  • Harvest or collect user information
  • Impersonate any person or entity

5. Practitioner Services

Practitioner consultations are governed by the individual practitioner's terms of service and professional standards, not solely these Terms and Conditions. Aeva Health acts as an agent for booking and payment processing.

5.1 Independent Contractors

‍All health practitioners are independent contractors who:

  • Maintain their own insurance
  • Set their own schedules
  • Are responsible and liable for their professional advice and services
  • Must provide current certification/insurance documentation

5.2 Agency Relationship

  • Aeva Health acts as a disclosed agent for practitioners
  • We collect payments on behalf of practitioners
  • We retain a service fee from these payments
  • Invoices are issued on behalf of practitioners with Aeva Health identified as the payment agent
  • For VAT-registered practitioners, VAT will be included on invoices

5.3 Session Terms

  • 24 hours notice required for cancellations
  • Late cancellations charged at full rate
  • No-shows charged at full rate
  • Sessions start and end at scheduled times

5.4 Practitioner Standards

We maintain high professional standards for all practitioners, including punctuality and service quality. Any service issues will be addressed promptly and fairly.

5.5 Service Quality and Disputes

We're committed to resolving any service issues quickly and fairly. If you experience problems with our platform or practitioner services, please contact support immediately.

5.6 Cancellation and Rescheduling

Practitioners may occasionally need to cancel sessions due to emergencies or unforeseen circumstances. We'll work with you to reschedule or provide appropriate compensation where necessary.

6. Emergency Situations

6.1 Mental Health Emergencies

‍If experiencing a mental health emergency:

  • Call 999 for immediate assistance
  • Contact NHS Crisis Line: 111, option 2
  • Visit nearest A&E

Aeva Health will:

  • Redirect acute concerns to emergency services
  • Reserve right to contact emergency services if immediate risk identified
  • Document incidents
  • Follow up within 24 hours

7. Data Protection

7.1 Data Protection Compliance

Your personal data is processed in accordance with:

  • UK General Data Protection Regulation (UK GDPR)
  • Data Protection Act 2018
  • Our Privacy Policy (available here)

7.2 Storage and Security

  • All data stored exclusively on UK servers
  • Encrypted at rest and in transit
  • Compliant with GDPR and UK data protection laws
  • Accessible only to authorised personnel

7.3 Data Deletion Rights

‍Users can request data deletion by emailing privacy@aevahealth.com:

  • All personal data deleted within 30 days
  • Deletion confirmation provided
  • Minimal records retained as required by UK law
  • Active subscriptions terminated upon deletion

8. Liability

8.1 Aeva Health Liability

For subscription services provided directly by Aeva Health, we:

  • Are not liable for indirect, incidental, special, or consequential damages
  • Cap liability at amount paid for subscription services in preceding 12 months
  • Make no guarantees of specific outcomes
  • Are not responsible for technical issues beyond our control

8.2 Practitioner Services Liability

For practitioner services where Aeva Health acts as a disclosed agent:

  • Practitioners, not Aeva Health, are responsible and liable for the professional services they provide
  • Aeva Health's liability is limited to its role as a payment agent
  • Aeva Health is not liable for the quality, accuracy, or outcomes of practitioner services
  • Any claims related to professional services should be directed to the relevant practitioner

8.3 No Warranties

Aeva Health provides Services "as-is" and "as-available" without warranties of any kind, whether express or implied, including but not limited to:

  • Merchantability or fitness for a particular purpose
  • Accuracy, reliability, or completeness of information
  • Uninterrupted or error-free operation
  • Security of data transmission

9. Intellectual Property

‍All content and materials:

  • Remain the exclusive property of Aeva Health
  • Include registered trademarks owned by Aeva Health in the UK
  • Are protected by applicable intellectual property laws
  • May include copyrighted materials and proprietary content
  • Cannot be shared, reproduced, or distributed without written permission
  • Include all text, images, designs, software, and user interface elements

10. Service Changes

‍We reserve the right to:

  • Modify services, policies, these Terms, and fees with reasonable notice
  • Add new features and requirements to the platform
  • Update prices with 30 days notice
  • Communicate changes via email or platform notifications
  • Suspend or terminate services for violations

11. Payment and Invoicing

11.1 Subscription Services

  • Payments for subscription services are made directly to Aeva Health
  • Invoices will be issued by Aeva Health as the direct service provider

11.2 Practitioner Services

  • Payments for practitioner services are collected by Aeva Health as a disclosed agent
  • Invoices will be issued by Aeva Health on behalf of the relevant practitioner
  • Invoices will clearly identify the practitioner as the service provider
  • Aeva Health retains a service fee from these payments
  • For VAT-registered practitioners, VAT will be shown on invoices

11.3 Alternative Payment Methods

  • Klarna (Buy Now, Pay Later): When using Klarna for subscription services:
    • Klarna is a third-party BNPL provider offering flexible payment options
    • You enter into a separate agreement with Klarna for repayment terms
    • Aeva Health receives full payment upfront from Klarna
    • Your repayment obligations are with Klarna, not Aeva Health
    • Klarna's terms and conditions apply to your repayment schedule
    • Failure to meet Klarna repayment obligations may affect your credit score
    • Cancellation of Aeva Health services does not automatically cancel Klarna obligations
    • Available for customers in the UK and EU
    • Payment options determined by Klarna based on your location and purchase amount
    • Contact Klarna directly for BNPL payment-related queries
    Revolut Pay (Digital Wallet):When using Revolut Pay for subscription services:
    • Revolut Pay is a digital wallet payment method provided by Revolut
    • Requires a Revolut account or option to checkout as first-time user
    • Payment is processed immediately like a standard card payment
    • Available for customers in the UK and EU
    • Disputes regarding payments should be raised with Revolut directly
    • Standard refund policies apply through your original payment method

11.4 Refund Policy

Subscription Services:

  • 7-day free trial available for new subscribers - cancel anytime during trial with no charge
  • Trial period is your opportunity to evaluate the service
  • Limited refunds available only for technical issues preventing service access after trial period
  • No refunds for change of mind or dissatisfaction after free trial period
  • Monthly subscriptions: Cancel anytime, no refund for current billing period
  • Full refund if service unavailable for more than 48 consecutive hours due to our technical fault
  • Partial refunds considered for significant service disruptions (case-by-case basis)
  • Refunds may be considered for exceptional circumstances at Aeva Health's discretion

Practitioner Services:

  • Cancellation Timing:
    • More than 24 hours before session: Full refund (minus 5% processing fee)
    • Less than 24 hours before session: 50% refund (minus 5% processing fee)
    Rescheduling Policy:
    • Users may reschedule up to 2 times per session (must be done more than 24 hours before session)
    • After 2 reschedules per session: 50% refund minus 5% processing fee (no further rescheduling options)
    • No-shows: No refund, session considered completed
    • Practitioner no-shows: Full refund (no processing fee included)
    Multi-session packages: 90% refund available 24h before any sessions commence, no refunds available once first session completed. This reflects upfront practitioner assessment work.

Refund Processing:

  • Approved refunds processed within 5-7 business days
  • Refunds issued to original payment method
  • For Klarna payments: Additional processing time may apply

12. Termination

12.1 User Termination Rights

You may terminate your relationship with Aeva Health by:

  • Cancelling your subscription through account settings
  • Using the in-app support feature
  • Emailing support@aevahealth.com (if experiencing technical difficulties accessing platform features)
  • Following cancellation procedures outlined in our platform

12.2 Aeva Health Termination Rights

We may suspend or terminate your access for:

  • Violation of these Terms
  • Inappropriate or harmful behaviour
  • Non-payment of fees
  • Misuse of platform or Services

13. Complaints

  • Aeva Health endeavours to respond to complaints promptly. We aim to address all such complaints within 5 business days by:
    • Submitting complaints in writing to support@aevahealth.com
    • Providing confidential handling of all complaints
    • Following UK consumer protection standards

14. Dispute Resolution

14.1 Mediation Period

Before filing any legal claims, parties agree to attempt resolution through good faith mediation for 30 days after written notice of dispute.

15. Governing Law

These Terms are governed by English law and subject to exclusive jurisdiction of courts of England and Wales.

15.1 Future Platform Enhancements

We continuously improve our platform and may add new features. Any significant changes will be communicated to users.

16. Contact

16.1 Technical Support

If you experience technical difficulties during sessions, please contact our support team immediately. Screenshots of any error messages help us resolve issues quickly.

Emergency Situations:

  • Mental health emergencies: Call 999 or NHS Crisis Line 111 (option 2)
  • Medical emergencies: Call 999