Novamedica Limited – Terms & Conditions

1.1 These Terms and Conditions ("Terms") form a legally binding agreement between you and Novamedica Limited (company no. 16437130, registered office: The Dock, 75 Exploration Drive, Leicester, England, LE4 5NU.) (called "Novamedica", "we", "our", "us" or the "Platform").

1.2 By accessing or using www.thegpservice.co.uk or any related app or web interface (together, the "Services") you confirm that you have read, understood and agree to be bound by these Terms, our Privacy Policy and Cookie Policy. If you do not agree, you must not use the Services.

2.1 Novamedica is not a healthcare or pharmacy service provider. We operate an online marketplace that introduces patients ("Patients") to independent healthcare professionals or organisations ("Healthcare Providers").

2.2 We do not practise medicine or dispense medicines, do not employ the clinicians listed on the Platform and do not supervise or control the clinical care they provide.

2.3 Accordingly:

• No doctor–patient relationship exists with Novamedica;
• Novamedica is not regulated by the Care Quality Commission ("CQC") because we carry on no regulated activity;
• Each Healthcare Provider is solely responsible for complying with professional, regulatory and licensing requirements in the jurisdiction where they practise; and
• Any medical advice, diagnosis, prescription or treatment ("Healthcare Services") is delivered exclusively by the Healthcare Provider, under a separate agreement between that Healthcare Provider and the Patient.

4.1 You must be at least 18 years old and legally able to enter contracts to create a Patient Account.

4.2 Healthcare Providers must:

• Hold valid professional qualifications and registrations (e.g. GMC, NMC, GPhC, or overseas equivalent);
• Maintain any licences, indemnity insurance and regulatory approvals required by the laws of their practising jurisdiction; and
• Provide accurate, up-to-date information during onboarding and thereafter.

4.3 You are responsible for safeguarding your login credentials and for all activities under your Account. Notify us immediately of any unauthorised use.

5.1 We provide scheduling, communication and payment tools that enable Patients and Healthcare Providers to contract directly. We may perform basic identity and credential checks, but we do not guarantee their completeness, accuracy or continued validity.

5.2 The Platform does not:

• Provide medical advice or clinical services;
• Guarantee the competence, availability or conduct of any Healthcare Provider;
• Dispense or deliver medicines (dispensing is undertaken by pharmacies chosen by Patients, who pay medication costs directly); or
• Assume responsibility for monitoring ongoing care.

6.1 You must supply complete and accurate information about your identity, medical history and current condition.

6.2 You must not use the Platform for emergencies. If you believe you have a medical emergency, call 999 or attend the nearest emergency department.

6.3 You agree to follow the Healthcare Provider's instructions, including obtaining in-person follow-up care where advised.

Healthcare Providers agree to:

• Practise within their professional scope and all applicable laws, regulations and clinical guidelines;
• Obtain informed consent from Patients;
• Keep accurate clinical records and issue prescriptions or referral letters in accordance with local requirements;
• Ensure private prescriptions are lawful and clinically appropriate for remote prescribing; and
• Indemnify Novamedica against claims arising from their provision (or alleged non-provision) of Healthcare Services.

8.1 Consultation fees, prescription processing fees and any other charges are set by Healthcare Providers and displayed before you book. Fees may differ depending on the booking channel or partner platform used.

8.2 Patients authorise payment at the time of Booking. Novamedica acts solely as the commercial agent of each Healthcare Provider to conclude Bookings and collect payments.

8.3 Funds are held in a segregated client account and remitted to the Healthcare Provider (minus our agreed commission) in accordance with the Provider Agreement.

8.4 Medication costs are payable directly to the dispensing pharmacy. Novamedica is not a party to that transaction.

9.1 A Patient may cancel or reschedule in line with the cancellation policy displayed during Booking.

9.2 If a Healthcare Provider cancels, the Patient may reschedule or receive a full refund of the consultation fee.

9.3 Prescription Processing Fees become non-refundable once a prescription has been issued.

9.4 Nothing in these Terms limits your statutory rights under the Consumer Rights Act 2015 or other applicable law.

All intellectual property rights in the Platform and underlying software belong to Novamedica or our licensors. You receive a limited, non-exclusive, non-transferable licence to access the Services for personal, non-commercial use. You must not reproduce, adapt or create derivative works without our written permission.

You must not: (a) use the Services unlawfully; (b) impersonate another person; (c) transmit viruses, spam or offensive Content; (d) interfere with the security or performance of the Platform; or (e) harvest data. We may suspend or terminate Accounts that breach this clause.

12.1 THE SERVICES ARE PROVIDED "AS IS" WITHOUT ANY EXPRESS OR IMPLIED WARRANTIES.

12.2 TO THE MAXIMUM EXTENT PERMITTED BY LAW, NOVAMEDICA:

• DISCLAIMS ALL LIABILITY for acts, omissions, negligence, malpractice or misconduct of Healthcare Providers;
• Makes no warranty as to the accuracy, suitability or quality of Healthcare Services obtained through the Platform; and
• Does not endorse or recommend any particular Healthcare Provider, treatment or medication.

13.1 Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud, or any liability that cannot legally be excluded.

13.2 SUBJECT TO 13.1, NOVAMEDICA SHALL NOT BE LIABLE FOR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, DATA, GOODWILL OR OPPORTUNITY.

13.3 SUBJECT TO 13.1, NOVAMEDICA'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THE SERVICES SHALL NOT EXCEED £500 OR, IF GREATER, THE TOTAL COMMISSION WE RECEIVED FROM YOUR TRANSACTIONS IN THE 12 MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY.

14.1 You agree to indemnify and hold harmless Novamedica, its officers and employees against any claims, losses, costs or damages arising out of (a) your breach of these Terms, or (b) your relationship with a Healthcare Provider.

14.2 You release Novamedica from any claims or liabilities arising from Healthcare Services, including misdiagnosis, negligence, personal injury or regulatory non-compliance by a Healthcare Provider.

15.1 Novamedica is not regulated by the CQC because we do not carry on any regulated healthcare activity.

15.2 Healthcare Providers based in the UK are responsible for maintaining registration with the General Medical Council (GMC), Nursing & Midwifery Council (NMC), General Pharmaceutical Council (GPhC) and/or CQC (where required) and for complying with MHRA rules on prescribing.

15.3 Healthcare Providers outside the UK are regulated under the laws of their practising jurisdiction. By booking their services, you accept that (a) they may not be subject to UK regulatory oversight, and (b) any redress for misconduct lies against the provider under the laws governing their practice.

16.1 Compliance framework. Novamedica processes personal data in accordance with (i) the UK General Data Protection Regulation ("UK GDPR"); (ii) the Data Protection Act 2018; and (iii) all other applicable data-protection laws. Full details appear in our Privacy Policy.

16.2 International data transfers (including Sri Lanka).

a. Novamedica operates a global support and engineering model. Some Novamedica employees, contractors and approved sub-processors are located outside the UK and European Economic Area, including in Sri Lanka.

b. Whenever staff or sub-processors situated outside the UK/EEA access or process personal data, Novamedica implements one or more of the safeguards required by UK GDPR Chapter V, including:

• The UK International Data Transfer Addendum to the EU Standard Contractual Clauses (or any replacement mechanism approved by the UK ICO);
• Encryption of data at rest and in transit, least-privilege access controls, multi-factor authentication and continuous monitoring;
• Strict internal policies on data handling, confidentiality and incident response; and
• Regular due-diligence checks and audits of sub-processors' security controls.

c. By creating an Account or otherwise using the Services, you acknowledge and consent to your personal data being accessed from, or processed in, jurisdictions outside the UK/EEA (such as Sri Lanka) in accordance with these safeguards.

16.3 Independent controllers. Each Healthcare Provider acts as an independent data controller in respect of the clinical records they create and is responsible for meeting their own data-protection obligations.

16.4 Contact. Questions about data-protection practices or international transfers should be sent to dpo@thegpservice.co.uk.

17.1 Platform-related complaints should be emailed to support@thegpservice.co.uk.

17.2 If your complaint concerns a Healthcare Provider or clinical outcome, we will forward it to that provider and, where appropriate, facilitate resolution. Ultimate legal liability and remediation rest with the Healthcare Provider.

18.1 You may close your Account at any time. We may suspend or terminate your access immediately if you breach these Terms or if continued use risks harm to us, providers or other users.

18.2 Termination does not affect rights accrued prior to termination.

We may amend these Terms to reflect changes in our Services, legal requirements or best practice. Updated Terms will be posted on the Platform with a new "Last updated" date. Continued use after that date constitutes acceptance.

These Terms and any disputes arising out of them are governed by English law. The courts of England and Wales have exclusive jurisdiction, except that residents of Scotland or Northern Ireland may bring proceedings in their local courts.

• Entire Agreement: These Terms (and referenced policies) constitute the entire agreement between you and Novamedica.
• Severability: If any provision is held invalid, the remainder remains enforceable.
• Assignment: You may not assign your rights without our consent; we may assign ours at any time.
• No Waiver: Failure to enforce any right is not a waiver of that right.
• Headings: Headings are for convenience only.