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Aeva Health - Terms and Conditions

Last Updated: July 31, 2025

1. Introduction

‍These Terms and Conditions ("Terms") govern your use of Aeva Health's website, services, and digital platform (collectively "Services"). By accessing or using our Services, you agree to these Terms. If you disagree, do not use our Services.

2. Platform Status

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 wellness information only

2.2 As a Direct Service Provider

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

  • Digital platform access
  • AI Health Assistant (AiEva)
  • Health tracking tools
  • Digital wellness resources

2.3 As a Disclosed Agent

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, not Aeva Health, are the actual service providers
  • Practitioners are responsible and liable for the professional services they provide

3. Services

Aeva Health offers two distinct service types:

3.1 Subscription Service (Provided directly by Aeva Health)

  • Monthly access to digital platform
  • AI Health Assistant (AiEva)
  • Health tracking tools
  • Digital resources
  • Monthly commitment with flexibility to cancel
  • Payment options include credit/debit cards, Klarna, and Revolut Pay
  • If you're not satisfied, contact support@aevahealth.com or use in-app support

3.2 Pay-Per-Session Practitioner Services (Practitioners are the service providers)

  • Individual or group practitioner consultations on a pay-as-you-go basis
  • For these services, Aeva Health acts as a disclosed agent for the practitioners
  • Aeva Health collects payments on practitioners' behalf while retaining a service fee
  • The practitioner, not Aeva Health, is the actual provider of these services
  • Practitioners are independent contractors who maintain their own professional standards
  • All scheduling and communication takes place within the Aeva Health platform
  • 24-hour cancellation policy applies
  • Full payment required at booking
  • No subscription commitment
  • For payment or booking issues, contact support@aevahealth.com or use in-app support feature

3.3 AI Health Assistant (AiEva)

  • Provides general guidance only
  • Cannot diagnose or treat medical conditions
  • May not account for individual medical circumstances
  • Should not be used for medical decisions

4. Practitioner Services

For practitioner consultations, Aeva Health acts as a disclosed agent, facilitating bookings and payments. Users may be required to agree to individual practitioner terms of service, which govern the professional relationship between user and practitioner.

Practitioner services are provided by independent practitioners, not by Aeva Health. For any disputes, concerns, or issues arising from practitioner consultations, users should first attempt to contact the practitioner through our platform messaging system. If the practitioner is no longer available on the platform, please contact our support team who will assist with connecting you to the practitioner or resolving the matter.

4.1 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

4.2 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

4.3 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

4.4 Practitioner Standards

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

4.5 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.

4.6 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.

5. Emergency Situations

5.1 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

6. User Responsibilities

‍Users must:

  • Provide accurate health information
  • Update relevant medical conditions
  • Arrive on time for sessions
  • Follow professional recommendations
  • Ensure adequate internet connection for online sessions
  • Not record sessions without written permission
  • Consult healthcare providers for medical decisions

6.1 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.

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7. Data Protection

7.1 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 authorized personnel

7.2 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, 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

9. Intellectual Property

‍All content and materials:

  • Remain property of Aeva Health
  • Cannot be shared or reproduced without permission
  • Are protected by UK copyright laws
  • Include confidential session content

10. Service Changes

‍We reserve the right to:

  • Modify services with reasonable notice
  • Update prices with 30 days notice
  • Communicate changes via email
  • 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:

  • More than 24 hours before session: Full refund minus 5% processing fee
  • Less than 24 hours before session: Option to reschedule (up to 3 times per session) or 50% refund minus 5% processing fee
  • After 3 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 and processing fees.

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. Complaints

  • Submit complaints in writing to support@aevahealth.com
  • Response provided within 5 working days
  • All complaints handled confidentially
  • Resolution process follows UK consumer protection standards

13. Governing Law

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

13.1 Future Platform Enhancements

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

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14. Contact

Emergency Situations:

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