Updated 24/09/2026
Introduction
Welcome to Pride In Health. Your well-being is our top priority. Pride In Health provides a digital healthcare service. We do not provide acute or emergency care.
If you need immediate help in the UK:
These terms are designed to ensure you fully understand the scope of our services. Please read these terms alongside our Privacy Policy, Refund Policy, Complaints Policy, Client Charter, Pricing Information, and FAQs available on our website, as well as any consent forms, appointment information, booking information or pathway-specific information provided to you. If you have any questions, please contact us before using our services.
Nothing in these terms affects your statutory rights. Where there is any conflict between these terms and rights that cannot lawfully be excluded or limited, those rights will apply.
This document includes important legal information about:
These terms set out the rules you must follow and the rights you have when using our UK websites and services. By accessing our website and services, you agree to these terms. If you fail to comply with these terms, we may restrict your access to our services, suspend your account, or terminate our arrangements with you, as we consider appropriate in the particular circumstances.
For the purposes of these terms:
Pride In Health is a company registered in Scotland. Our registered office address and company number are available on our website. Please note that this location does not offer client services.
You can find our most up-to-date contact details on our website.
You can contact us at:
We communicate in English via video conferencing services, call-back service, email, and SMS. It is important for your well-being that you check and respond to our messages promptly and notify us immediately of any changes to your contact details.
Our routine communications are in English. If you need communication support, please contact us as early as possible so we can consider what support or reasonable adjustments may be possible. We may not always be able to provide translation, interpreting or other communication support directly.
For the purposes of these terms, the client is the individual receiving care or services from Pride In Health.
A payer is the person who makes a payment for a Pride In Health service. This may be the client, or another person paying on the client’s behalf, such as a family member, partner, friend or supporter.
Where someone else pays for a client’s care, the payment does not make that person the client and does not give them automatic access to the client’s clinical information, account information, appointment information, Carebit record, correspondence or service decisions.
Pride In Health will continue to treat the individual receiving care as the client.
We will only share information with a payer where there is a proper reason to do so, such as the client’s consent, a legal obligation, a safeguarding concern, or where limited payment information needs to be shared to process a refund or resolve a payment query.
Refunds will usually be returned to the original payment method. This means that where a family member, partner, friend or supporter paid for the service, any refund may be returned to that payer’s original payment method unless another lawful and appropriate arrangement is agreed.
Where a payment query is raised by someone who is not the client, Pride In Health may only be able to discuss limited payment information unless the client has given consent for wider communication.
Pride In Health provides a digital healthcare service, including prescribing support where clinically appropriate. Our services are accessed remotely via secure video consultation. We do not offer in-person sessions, and we do not have physical clinic locations.
We may deliver services using appropriately qualified clinicians and other specialists who work with Pride In Health as independent contractors, clinical contractors or partners. Pride In Health remains the service provider.
Our services are available to adults aged 18 or over who are physically located in the United Kingdom at the time of care, blood tests and when collecting prescriptions from local pharmacies.
Our services are not available to anyone under 18 or to anyone outside the United Kingdom at the time of care.
If you are pregnant, trying to become pregnant, breastfeeding or chestfeeding, some services and medicines may not be suitable. You must tell us about this and follow the advice of the clinicians you see. They may advise additional monitoring or that a service is not appropriate.
If there are concerns about consent, capacity, coercion, safeguarding, safety, identity, location, clinical suitability or legal requirements, Pride In Health may pause or review service provision.
Clinicians working with Pride In Health might offer advice, diagnoses, recommendations, or treatments and could prescribe medication or refer you to other services. Clinicians may reach different professional opinions about the most appropriate course of care and may decline a request where they do not consider it clinically appropriate, safe, within their competence or within the scope of the service. Purchasing services does not guarantee access to all services. Assessments are conducted to tailor care to your needs. Your goals, preferences, questions and concerns will be considered alongside relevant clinical information as part of appropriate shared decision-making about your care.
Where a role is professionally regulated, clinicians and specialists are expected to hold appropriate registration and work within their professional standards, role, competence and approved scope of practice. You can find details about our clinicians’ registrations on our website or bookings page to help ensure they meet your needs.
Pride In Health's clinical services and pathways are informed by relevant professional standards and national standards, frameworks, protocols and clinical guidance applicable to the care being provided. These are applied within Pride In Health's independent service model, registered service scope and the professional scope and responsibilities of the individual practitioner.
Purchasing, registering for, or booking a service does not guarantee a specific treatment, medication, prescription, dose, letter, diagnosis, shared care arrangement, referral, outcome or clinical decision.
Clinical decisions must be made safely and appropriately by suitably qualified clinicians, taking account of clinical judgement, professional standards, monitoring, consent, individual circumstances, service limits and available information.
Information about Pride In Health’s current regulatory status and applicable registrations is available through our website and other service information.
If a clinician suggests emergency care, please contact emergency services or arrange alternative care immediately.
If you need urgent help, you should call 999 or attend A&E. If you are in the UK and need urgent medical advice, you can contact NHS 111.
Pride In Health is not an emergency or crisis service. If you need immediate medical help, you should call 999 or 112, attend A&E, or contact NHS 111 for urgent medical advice where appropriate. If you need emotional support, you can contact Samaritans on 116 123. You should not wait for a response from Pride In Health if there is an immediate risk to your health, safety, or life.
Pride In Health and the Clinicians working with us take safeguarding seriously. Most of the time, information is only shared with your knowledge and agreement.
However, there may be situations where consent is not needed, or where it is not safe or possible to seek consent first. This includes where we believe you, or somebody else, is at risk of serious harm, where an adult may be at risk and needs protection, where a child or young person may be at risk, where a serious crime has been committed or may be committed, or where we are required to share information by law, a court order, a regulator, or under professional duties.
In these situations, we may share relevant information with appropriate services or organisations. This may include emergency services, NHS services, your GP practice, safeguarding services, or other agencies involved in keeping someone safe. If we have a suitable emergency contact or next of kin on file, we may also contact them if we believe it is necessary to reduce the risk of serious harm. We will only share what is necessary; we will keep a record of what was shared and why, and where it is safe to do so, we will tell you as soon as we reasonably can.
Because we are an online service, at the start of appointments, we may ask you to confirm your identity. This is for safety, confidentiality, and to reduce the risk of somebody else accessing your information. If we cannot confirm your identity, the appointment may be paused, ended early, or rearranged, and we may limit what we can discuss until we are confident we are speaking with the right person.
If somebody else is with you during the appointment, we may also ask you to confirm that you are happy for them to be present before any personal information is discussed.
Your location may also be requested at the start of your appointment. This information will only be retained for the length of time needed for the appointment or for the purpose of managing an immediate safety concern. Further information about routine information sharing, privacy and data protection rights is available in our Privacy Policy and relevant consent materials.
Pride In Health wants clients to feel safe, respected and supported during remote consultations.
You may invite a trusted support person to attend your consultation. This may be a partner, friend, family member, carer or advocate chosen by you. A support person is not acting on behalf of Pride In Health and is not a formal chaperone.
You can also request a formal Pride In Health chaperone. A formal Pride In Health chaperone is a trained team member who may attend a remote consultation to provide reassurance, support a safe and professionally boundaried consultation, assist with communication where appropriate, or act as an impartial presence.
You may request a chaperone before your appointment or during the consultation. For planned appointments, we ask that you request a formal Pride In Health chaperone at least 2 working days before your appointment wherever possible. This helps us arrange for a trained team member to attend.
Short-notice requests will be supported where reasonably possible, but a formal Pride In Health chaperone may not always be available at short notice.
If you request a formal Pride In Health chaperone and one is not available, we will let you know. You may be offered the option to reschedule for a time when a chaperone is available, or to proceed without a formal chaperone where the attending clinician considers this safe and appropriate.
In some circumstances, your clinician may recommend or require a formal Pride In Health chaperone to support safety, safeguarding, communication, professional boundaries or the wellbeing of everyone involved. If this applies, your clinician will explain the reason and document the decision. If a formal chaperone is required but not available, the appointment will usually be rearranged unless there is an urgent clinical or safeguarding reason to continue.
All people present during a consultation are expected to respect confidentiality. If you invite your own support person, you should choose someone you trust and feel comfortable speaking openly in front of.
Some Pride In Health consultations may include an additional team member. This may be for training, supervision, quality assurance, clinical governance, safeguarding, chaperoning, communication support, or service development.
Where an additional team member attends mainly for training, observation or service development, we will tell you where reasonably practicable. You may ask questions or raise concerns about their attendance.
We aim to ask for and record your consent or preferences about additional team member attendance at regular intervals, including through intake forms and 6-monthly monitoring forms where applicable. You can also raise any concerns about this before or during an appointment.
Where reasonably possible, we will respect a request for a non-essential additional team member not to attend. However, in some circumstances, an additional team member may be needed to support safe care, safeguarding, clinical supervision, professional boundaries, communication, training requirements or service governance.
All Pride In Health team members attending consultations are expected to respect confidentiality and follow Pride In Health policies, information governance requirements and professional standards where relevant.
Where an appointment is booked, you should receive confirmation of the appointment date and time through the relevant booking or service communication route.
For online appointments, your appointment link or access details will normally be sent through the relevant booking or communication route before your appointment.
You are responsible for checking your email, junk or spam folder, and relevant Carebit or booking communications before your appointment.
If you have not received your appointment link by the morning of your appointment, or you are unsure how to join, please contact Pride In Health as soon as possible so we can support you.
You should join the appointment using the correct link and on time. Where reasonably possible, if you believe the clinician or provider has not attended, you should remain in the appointment for at least 15 minutes after the scheduled start time unless you receive a message from Pride In Health or the clinician advising otherwise.
If you miss an appointment because you did not receive the appointment link, Pride In Health will review the available information fairly. This may include checking booking records, Carebit records, email delivery information, system logs, client messages and any information you provide.
The information you provide should be in English unless Pride In Health has agreed another arrangement in advance. The care you receive will depend on the information you provide, so you are responsible for ensuring it is complete and accurate. You must verify your identity and age in order to use our services. You need to update us promptly if any of your personal information changes.
We collect personal information necessary to support and deliver services. Please see our Privacy Policy for details on how we collect, use, share, store and protect your personal data.
Failure to comply with these responsibilities may result in restricted access to services or service denial, suspension of your account, or termination of our arrangements with you. Refunds will be handled under our Refund Policy and any statutory rights that apply.
Where you invite a support person to attend a remote consultation, you are responsible for choosing someone you trust and feel comfortable speaking in front of. All people present during a consultation are expected to respect confidentiality.
You are responsible for checking appointment confirmation details, emails, junk or spam folders, Carebit messages and booking communications before appointments.
If you have not received an appointment link by the morning of your appointment, you should contact Pride In Health as soon as possible.
If someone else pays for your care, you are responsible for making sure they understand that paying for care does not give them automatic access to your confidential, clinical or service information.
If you need support to access appointments, forms, communication or information, please tell Pride In Health as early as possible. We will consider reasonable adjustments where possible.
If you have concerns about recording, transcription, a support person, an additional team member attending, payment arrangements, or the use of a stored payment method, you should raise this with Pride In Health as soon as possible.
Please note that certain services may have additional terms provided at the time of booking.
You must not:
Any violation of these restrictions may result in restricted access to our services, service suspension, account cancellation, and/or legal action.
We offer access to your client portal and records outside our usual working hours, but access is not guaranteed. Messages and clinical requests are reviewed during our usual working hours, which are displayed on our website. Availability may vary and is not guaranteed within specific timeframes. While we make every effort to ensure services are accessible, planned maintenance, technical issues, or unforeseen circumstances may affect availability. We do not guarantee uninterrupted access and are not liable for delays or disruptions outside our reasonable control.
When we become aware of a planned or significant service interruption that affects access to appointments, messaging, the client portal, records, payment systems, or other key service functions, we will take reasonable steps to notify affected clients. Where appropriate, we will explain the nature of the interruption, the likely impact, any action clients need to take, and when normal service is expected to resume.
We maintain confidentiality and handle personal data in line with our Privacy Policy and applicable legal requirements.
We use appropriate technical and organisational measures to protect personal data and restrict access according to role and need.
If a suspected personal data breach or confidentiality incident occurs, we will respond in accordance with our legal and regulatory obligations.
Further information about how we collect, use, share, store and protect personal information, and how you can exercise your information rights, is available in our Privacy Policy.
Pride In Health requires clinicians, psychologists, contractors and team members to use systems and routes approved by Pride In Health for clinical work, communication, record keeping, transcription and documentation.
Client information must not be entered into personal accounts or unapproved external systems, including unapproved transcription or generative AI systems.
Approved automated transcription or drafting functionality may be used to support accurate clinical record keeping and communication. Where this is used, it is subject to Pride In Health’s information governance, data protection, confidentiality and security requirements.
Some consultations may be audio-recorded through an approved clinical system where this is used to support transcription or clinical documentation. Automated transcription does not replace the clinician’s professional responsibility to review and approve the clinical record or other documentation.
Information created or retained as part of the clinical record is managed in accordance with our Privacy Policy, information governance requirements and applicable clinical record-keeping obligations.
If you have concerns about recording or automated transcription, please tell your clinician or contact Pride In Health before your appointment where possible. We will consider your concerns fairly, although appropriate clinical records may still need to be created and retained for safe care and applicable legal, professional or regulatory purposes.
To protect confidentiality, privacy and professional boundaries, clients, support persons and others present during appointments must not record, livestream, transcribe or use AI or other technology to capture or process consultation content unless this has been agreed in advance with Pride In Health.
This applies regardless of whether the functionality is provided through a phone, computer, wearable device, recording device, application, transcription service, AI-enabled tool or other technology.
Where a device is needed for accessibility or communication support, please tell us in advance so we can consider this fairly and agree an appropriate approach where possible.
Where recording, capture or processing functions cannot reliably be switched off or controlled, the person using the device may be asked to switch it off, remove it, use a different device, or rearrange the appointment where this is necessary to protect confidentiality, privacy, consent, professional boundaries or clinical governance.
Our services require registration. Some services may be free, while others require payment. Details on fees and payment methods are available on our website. All fees are outlined during registration and booking, and you will be informed of any applicable charges before confirming your use of a paid service.
At present, fees are charged per service booked or used, as shown during registration and at the point of booking. Where any payment option is offered, the payment schedule and total cost will be shown during checkout.
We may update prices from time to time. Where we do, we will provide notice, and we will publish the current prices and inclusions on our website and pricing materials. Changes to pricing take effect on the date stated in our notice and do not apply retrospectively. Any fee you have already paid for a booked service will not change for that booked service. If a pricing change affects services you have not yet booked or paid for, the new price will apply from the effective date.
If you do not want to continue after a pricing change, you may stop using our services in line with these terms and our Refund Policy.
For pricing, registered means the date and time, in UK time, when your registration payment is successfully processed via Stripe. Failed payments do not count.
Some services may be payable as one-off fees, quarterly payments, agreed monthly payment arrangements or other payment options shown during checkout or in relevant service information.
Ongoing care packages may be payable either quarterly, once every 3 months, or through an agreed monthly payment arrangement during the three months before your prescription is due.
If you choose a monthly payment arrangement, all payments for the relevant three-month period must be up to date in order for services to proceed.
Where a payment arrangement continues until cancelled, we will tell you how to cancel and what period the payment covers.
If payments for your current billing period are not up to date, services may be paused for safety and operational reasons until payments are settled. This can include pausing or rescheduling appointments, blood test referrals or reviews, clinical queries, letters, prescriptions, and prescribing recommendations. Unless informed otherwise, portal access remains available so that you retain access to your information.
Blood test referrals, blood test request letters, and booking of blood test services through us require your payments to be up to date. If blood tests are needed for safe care, services, including prescribing, may be paused until appropriate results are received.
We may send reminders about unpaid invoices, upcoming payments, arrears or payment issues.
We may ask a client or payer to provide and store a payment method during registration, booking, payment setup, or before a service is confirmed.
Stored payment methods are processed securely through our payment provider. Pride In Health does not store raw card details.
Before a payment method is stored or used for future payments, the client or payer should be told what types of future charges may be collected and when.
Where a client or payer has added a payment method and agreed that it may be used for future payments, we may use the stored payment method to collect fees that are due under these terms, our Refund Policy, relevant booking terms, or the payment schedule shown at the time of purchase or booking.
This may include payment for appointments that have taken place, unpaid invoices, arrears, late cancellation charges, non-attendance charges, or other clearly explained fees that are properly due.
Where automatic payment collection has been agreed, payment may be attempted from the stored payment method when an amount becomes due under the applicable payment arrangement.
Where there is no stored payment method, or where automatic payment is not available, a payment link may be issued for manual payment.
If payments become overdue, we may reissue payment links, retry payment collection, and/or attempt to charge a stored payment method to settle amounts due. If payments cannot be settled, billing may be paused, and services may be paused until your account is up to date.
If an appointment has taken place and your account is in arrears, we may charge your stored card for the amount due, provided the relevant payment authority has been given and there is no known reason to pause payment collection.
Stored payment methods should not be charged where there is a known unresolved dispute, refund review, complaint, safeguarding concern, agreed payment arrangement, hardship discussion, suspected billing error, duplicate charge concern, chargeback, or other reason to pause payment collection.
If an appointment has been booked but has not yet taken place, we may cancel or reschedule the appointment if payments are not up to date. We recommend contacting us in advance of any financial concerns so we can try to support you.
Any discounts or fee waivers are discretionary, may be time-limited, and can be withdrawn.
Payments can be made using various methods, including credit/debit cards and other electronic payment options.
Klarna may be available as a payment option at checkout.
If you choose Klarna, your payment arrangement is with Klarna and is subject to Klarna’s own terms, eligibility checks, regulatory requirements and complaints process.
Pride In Health does not provide credit, does not make lending decisions, and does not determine whether Klarna approves a payment application.
Queries about Klarna approval decisions, Klarna account access, how Klarna manages payments, financial difficulty support, or complaints about Klarna’s payment service should be directed to Klarna.
Queries about service delivery, cancellations, or refunds should be directed to Pride In Health.
You can review Klarna’s full UK terms at: https://www.klarna.com/uk/terms-and-conditions/
Your refund and appointment cancellation terms are set out in our Refund Policy on our website.
Where your purchase is made online or at a distance, you may have a right to cancel within 14 days where applicable.
If you expressly ask us to begin services within that period and subsequently cancel before the service has been fully performed, you may be required to pay a reasonable and proportionate amount for services actually provided up to the time of cancellation, where permitted by applicable consumer law.
This may include administrative work, onboarding work, care navigation, clinical review, appointment time, letters, blood test referral work, prescribing-related work, or other work already completed before cancellation.
Where a service has been fully performed during the cancellation period after you expressly requested that the service begin during that period and acknowledged that your right to cancel would be lost once the service had been fully performed, the statutory right to cancel may end in accordance with applicable consumer law.
Some Pride In Health services require registration or onboarding before care can begin. Where onboarding or registration work has already started, Pride In Health may retain a reasonable amount to reflect work already completed, up to the amount stated in the Refund Policy, booking information or service information.
Where a refund is legally required, we will provide a refund. In other cases, we may offer a refund, partial refund, fee waiver or credit at our discretion where this is fair and appropriate.
Appointment cancellation, late cancellation, missed appointment, blood test cancellation and third-party provider refund terms are set out in our Refund Policy and any relevant third-party provider terms.
Self-medicating means taking prescription-only medicines, hormones, blockers, research chemicals, or similar products that have not been prescribed by a clinician or other specialist currently responsible for your care.
You must tell the clinicians working with Pride In Health, and Pride In Health, before you start any self-medicating, and you must tell us straight away if this changes at any time. If you are already self-medicating when you register, you must disclose this at the outset.
You should not stop or change medication without appropriate clinical advice, especially where doing so may affect your safety or wellbeing.
We cannot prescribe like for like alongside self-medicating. If you wish to move to clinician-led prescribing, Pride In Health may require additional information, additional monitoring, a pause in prescribing, or a safe transition plan before prescribing can start or continue.
If self-medicating is found to be occurring alongside prescribing, care may need to be paused while monitoring is carried out to make sure you remain safe. You may be asked to complete extra blood tests or reviews before care resumes.
We cannot be held liable for outcomes that result from self-medicating where you did not disclose this or where you did not maintain the recommended or required blood tests or monitoring appointments. Pride In Health cannot accept responsibility for harm arising from self-medicating or from medicines obtained from unregulated sources. Nothing in these terms excludes or limits rights that cannot be excluded or limited under Scottish law.
Where self-medicating occurs alongside prescribing, especially where you did not disclose it, prescribing may be paused, reviewed, changed or withdrawn, and your access to services may be restricted or ended where this is necessary for safety. Some decisions can be made on a case-by-case basis, with support from the multidisciplinary clinical team.
Refunds in these circumstances will be considered under our Refund Policy and any statutory rights that apply.
We do not handle medication transactions. Prescriptions are processed electronically by appropriately qualified prescribers and sent to you electronically. You are responsible for obtaining medications through authorised pharmacies. The pharmacy manages the dispensing and delivery of medication.
Some medicines, including testosterone, are controlled drugs under UK law. You must use medicines only as prescribed and must not share prescribed medicines with others.
It is essential to follow prescribed instructions and consult your clinician if you experience adverse reactions or have questions about your medication. Medication delivery issues are the responsibility of your chosen pharmacy.
Where the issue appears to have arisen from Pride In Health’s prescription process, clinical decision, administrative process or communication with the pharmacy, Pride In Health will review its role and consider what action is appropriate.
Tests may be required for certain services. We will tell you which tests are clinically appropriate and how often they should be done. You are responsible for arranging tests with an appropriate provider, following the instructions given, and submitting results in a timely manner.
To ensure results can be interpreted safely and accurately, we recommend using our partner laboratory or your GP (NHS), both of which use UKAS-accredited laboratories in the United Kingdom. If you arrange tests yourself, you must ensure they are carried out by a UKAS-accredited laboratory in the United Kingdom unless Pride In Health has agreed another arrangement in advance.
We may be unable to accept overseas results, results requiring translation, or results reported in non-standard units. If results do not meet these requirements, you may be asked to repeat tests at your own cost, and this may delay clinical review, prescribing, or ongoing support.
If blood test results are out of range or clinically unclear, additional testing or retesting may be required to keep you safe. Repeat tests are usually at your cost unless the laboratory confirms the need for a retest is due to their error.
If blood test results are not received when required, prescribing and other services may be paused. Where clinically safe, a bridging prescription may be considered. Bridging prescriptions may incur additional fees and may require additional monitoring.
If a clinician asks you to contact your GP about results that require further investigation, you should do this as soon as possible and follow your GP’s advice. You should inform us once you have done so and share relevant outcomes, letters, or results. If we do not receive confirmation that appropriate follow-up has occurred, clinicians may need to pause prescribing or delay further prescriptions until this is resolved to keep you safe.
Some parts of care or support may involve third-party providers. This may include laboratories, pathology clinics, pharmacies, payment providers, prescribing platforms, communication systems or other external providers.
Third-party terms may apply. Where third-party provider terms apply, we will aim to make these available before booking or payment where reasonably possible.
Cancellation requirements, refund terms, delivery times, provider charges and service processes may differ between providers.
Pride In Health remains responsible for reviewing issues caused by Pride In Health’s own processes, such as prescription processes, clinical decision-making, administrative errors, communication issues or service delivery concerns within Pride In Health’s responsibility.
We are committed to maintaining a respectful and professional environment for all users, our staff, and clinicians.
We do not tolerate language or behaviour that is harmful, inappropriate, abusive, offensive, threatening, harassing, hateful, discriminatory, obscene, or defamatory towards our team or clinicians, or towards other users of our services.
Unacceptable behaviour may lead to immediate suspension or termination of your account and services. We also reserve the right to take legal action if necessary to protect our staff and uphold the integrity of our services.
If you initiate a chargeback or payment dispute, we may pause services while the dispute is reviewed. This is to avoid duplicate refunds, conflicting payment decisions or unresolved billing issues.
If a dispute is upheld due to a duplicate charge, fraud, service not delivered, or billing error, we will work with you to resolve it. If chargebacks are used repeatedly without a valid reason, we may terminate services or require payment before services resume.
We may pause, suspend, restrict, or terminate services where this is necessary for safety, where required information, including blood test results, is not provided, where blood tests are not completed with an appropriate UK provider using UKAS-accredited laboratories, where payments are not up to date, where there is misuse of the service, abusive behaviour, or repeated payment disputes without a valid reason.
We may also pause, suspend, restrict or terminate services where there are safeguarding concerns, clinical suitability concerns, suspected fraud, misuse of systems, breach of these terms, or where continuing to provide services would be unsafe, inappropriate, unlawful, outside scope, or contrary to clinical or professional duties.
If services are paused or suspended, we will normally explain the reason and what is required to resume services where it is safe and appropriate to do so.
You may stop using our services at any time. If you stop using services, future billing will stop once your cancellation is processed and subject to any outstanding amounts due. We may need to keep certain records to meet legal and clinical obligations.
Pausing, suspension or termination does not remove your right to access existing records in line with our Privacy Policy and applicable law. It also does not prevent appropriate safety, safeguarding, complaints, data protection or regulatory communication where this is needed.
These terms are subject to change. We will notify you of any changes affecting your rights or obligations.
Significant changes will be notified through our website and, where appropriate, by email or other service communication.
Changes should not unfairly alter a service already paid for or booked unless the change is required for legal, regulatory, clinical safety, safeguarding, governance or operational reasons.
Continued use of our services after changes implies acceptance of the new terms. If you do not agree with updated terms, you should contact us. You may choose to stop using our services, subject to any outstanding amounts due, clinical safety arrangements, cancellation terms and our Refund Policy.
Our services are governed by Scottish law.
Nothing in these terms prevents you from relying on mandatory consumer protections, statutory rights, or rights to bring proceedings in a court you are entitled to use under applicable consumer law.
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.
If issues arise, please contact us using services@prideinhealth.co.uk. Complaints will be acknowledged and managed in accordance with our Complaints Policy and applicable regulatory requirements.
Complaints may be escalated internally where appropriate to their nature, complexity or seriousness.
If we are unable to resolve your complaint directly, and where we are required, able or willing to offer ADR, we will provide information about the relevant ADR option and whether we are required or willing to use it.
Where a complaint relates to an independent healthcare service regulated by Healthcare Improvement Scotland and the HIS external complaints route applies, you may contact HIS directly, including while Pride In Health's internal complaints process is ongoing.
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaching these terms or failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.
Subject to the paragraph below, Pride In Health’s total liability to you in relation to these terms and the services we provide, whether in contract, delict, breach of statutory duty or otherwise, is limited to the total amount you have paid for our services in the preceding twelve months.
We are not liable for indirect, incidental, or consequential damages, including loss of profits, loss of business, loss of goodwill, or loss of opportunity, arising from your use of our services.
Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation, and any rights or remedies that cannot be excluded or limited under applicable consumer law or Scots law.
All content on our website and platforms, including text, graphics, logos, and software, is the property of Pride In Health or its content suppliers and is protected by intellectual property laws. You may not use, reproduce, distribute, or create derivative works from our content without express written permission.
These terms and any disputes arising out of or relating to these terms or our services will be governed by the laws of Scotland.
Nothing in these terms prevents you from relying on mandatory consumer protections, statutory rights, or rights to bring proceedings in a court you are entitled to use under applicable consumer law.
These terms, together with the relevant policies, service information, pricing information, booking information, appointment information, consent forms, clinical forms and pathway-specific information provided to you, set out the terms that apply to your use of Pride In Health services.
These terms do not remove your right to rely on information that must be provided to you by law before purchase, booking or service use.
Where there is a conflict between these terms and any rights that cannot lawfully be excluded or limited, those rights will apply.
No waiver by Pride In Health of any term or condition set forth in these terms shall be deemed a further or continuing waiver of such term or condition or a waiver of any other term or condition.
You may not assign your rights or delegate your obligations under these terms without our prior written consent.
We may assign, transfer or delegate our rights or obligations where this does not reduce your statutory rights, confidentiality protections, clinical safety, access to records, or quality of service, and where notice is given where appropriate.
If any provision of these terms is held by a court of competent jurisdiction to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect.
For any questions about these terms or our services, please contact us at:
Thank you for choosing Pride In Health.
Pride In Health LTD.
Copyright © 2025 Pride In Health LTD. - All Rights Reserved.
Registered Company No. SC802609
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