Updated 07.03.2026

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:

• For emergency services, dial 999 or 112.
• For NHS non-emergencies, dial 111.
• For emotional support, contact the Samaritans at 116 123.

These terms are designed to ensure you fully understand the scope of our services. Please read these terms alongside our Privacy Policy, Data Protection Policy, Refund Policy, and FAQs available on our website. If you have any questions, please contact us before using our services.

What these terms cover

This document includes important legal information about:

• The services we provide.
• The rules for using our services.
• What we require from you to deliver our services.
• Steps to follow if issues arise.

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.

Our company information

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.

Contact information

You can find our most up-to-date contact details on our website or through our client portal. 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.

Understanding our services

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 and regulated clinicians and other specialists who work with Pride In Health as independent contractors. Pride In Health remains the service provider.

Eligibility and exclusions

Our services are available to adults aged 18 or over who are physically located in the United Kingdom at the time of 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 and other specialists you see. They may advise additional monitoring or that a service is not appropriate.

Expectations from our specialists

Specialists working with Pride In Health might offer advice, diagnoses, recommendations, or treatments and could prescribe medication or refer you to other services. Specialists may have differing opinions on the best course of action for your well-being and may decline requests if deemed in your best interest. Purchasing services does not guarantee access to all services. Assessments are conducted to tailor care to your needs.

All specialists are experienced and regulated under their respective professional bodies (for example, clinicians, nurses, therapists, pharmacists and prescribers). You can find details about our specialist’s registrations on our website to help ensure they meet your needs.

Regulatory status

We are progressing registration with Healthcare Improvement Scotland (HIS) for our independent clinic service in Scotland. Registration in progress means registration is not yet completed, and we will share updates as appropriate.

Emergency situations

If a specialist suggests emergency care, please contact emergency services or arrange alternative care immediately.

If you need urgent help, you should call 999 or attend A and E. If you are in the UK and need urgent medical advice, you can contact NHS 111.

Safeguarding and information sharing

Pride In Health and the specialists working with It 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.

Your responsibilities

The information you provide must be in English. 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. See our Privacy Policy and Data Protection Policy for details on how we handle your 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. Where actions are taken due to non-compliance, fees already paid are not refundable unless required by law.

Please note that certain services may have additional terms provided at the time of booking.

Restrictions on the use of our services

You must not:

• Use our services for commercial purposes.
• Engage in any improper, unlawful, or unauthorised activities.
• Misuse, harm, disable, impair, undermine the security or integrity of, or cause disruption to, our platforms, systems, or service operations.
• Attempt to access unauthorised areas of our platforms, systems or services, or other user accounts.

Any violation of these restrictions may result in restricted access to our services, service suspension, account cancellation, and/or legal action.

Service availability

We offer access to your client portal and records 24 hours a day, 7 days a week. Messages and clinical requests are reviewed during our usual working hours. 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.

Privacy and data security

We maintain confidentiality as outlined in our Privacy Policy and Data Protection Policy. We strive for discreet communications and implement appropriate security measures to protect personal data. However, no system is completely secure. We will take appropriate steps to mitigate risks and respond to incidents in line with our legal obligations.

Automated transcription

Some clinicians may use automated transcription within our systems to support accurate record keeping. This is not a recording of the appointment. Transcripts form part of your clinical record and are handled in line with our Data Protection Policy.

Pricing, fees, and payments

Registration and booking fees

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. Pride In Health is currently VAT exempt.

Current pricing structure

At present, fees are charged per service booked or used, as shown during registration and at the point of booking. Where any instalment option is offered, the payment schedule and total cost will be shown during checkout.

Pricing changes

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.

Registered (for pricing)

For pricing, registered means the date and time (UK time, GMT) when your registration payment is successfully processed via Stripe. Failed payments do not count.

Payment options and being up to date

Some services may be payable as one-off fees or in instalments. Where instalment payment options are available, the payment schedule will be shown during checkout.

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 tests and payments

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.

Payment reminders, stored card details, and consent

We may send reminders aboutunpaid invoices. We may require you to provide card details during registration and consent to storage and future charging to settle invoices and take other payments. If a booking is confirmed and you do not have a payment method on file, we may email you to request card details where required. A booking is confirmed when it has been paid for.

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. 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.

Discretionary support

Any discounts or fee waivers are discretionary, may be time-limited, and can be withdrawn.

Klarna via Stripe

Payments can be made using various methods, including credit/debit cards and other electronic payment options. When you make a payment using Klarna via Stripe, you are entering into a separate agreement with Klarna Bank AB (publ). Pride In Health does not determine eligibility for Klarna or influence their credit decisions. We receive payment from Klarna via Stripe once the transaction is approved. Any queries about payment schedules, instalments, or Klarna account management should be directed to Klarna.

You can review Klarna’s full UK terms at: https://www.klarna.com/uk/terms-and-conditions/ 

Queries about service delivery, cancellations, or refunds should be directed to Pride In Health.

Cancellations, 14-day cancellation period, and refunds

Your refund and appointment cancellation terms are set out in our Refund Policy on our website.

Distance contract cancellation (14 days)

Where your purchase is made online or at a distance, you may have a right to cancel within 14 days. If you ask us to begin services within that period, you may be required to pay for the services provided up to the time of cancellation.

Registration fee cancellations within 14 days

If you cancel within 14 days and you have not received any clinical or support services (including asynchronous clinical review, advice, information or support by email or SMS, care navigation support, test referrals, blood test request letters, review of results, or any similar support), and you have not booked and paid for any appointments, we can refund 50% of the registration fee. The remaining 50% covers the administrative work needed to support the registration process.

If any clinical or support services have been provided, including any test referrals or reviews, or if you have booked and paid for an appointment, no refund of the registration fee will be available.

Refund requests must be made by email. Where a refund is approved, we aim to respond within 2 working days. Refunds are typically processed within 10 working days to the original payment method only.

If you have booked a blood test appointment with one of our partnered pathology clinics and need to cancel, you must inform the clinic directly and provide us with evidence of the communication showing a clear date and time stamp. 

Cancellation must not be less than 48 hours' notice.

Self medicating and disclosure

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 and other specialists 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.

We cannot prescribe like for like alongside self medicating. If you wish to move to clinician led prescribing, any self medicating must stop and a safe transition plan may be agreed, which can include additional tests and monitoring.

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. 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 withdrawn, and your access to services may be restricted or ended. Fees already paid are not refundable where actions are taken due to non-compliance.

Prescriptions and medications

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.

Testing requirements

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. We cannot 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.

GP follow-up

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.

Behavioural expectations

We are committed to maintaining a respectful and professional environment for all users, our staff, and specialists.

We do not tolerate language or behaviour that is harmful, inappropriate, abusive, offensive, threatening, harassing, hateful, discriminatory, obscene, or defamatory towards our team or specialists, 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.

Chargebacks and disputes

If you initiate a chargeback or payment dispute, we may pause services while the dispute is reviewed. 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.

Pausing, suspension, and termination

We may:

• pause
• suspend
• restrict
• or terminate 

services where this is necessary for safety, where required information, including:

• Blood test results are 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.

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, as set out in our Data Protection Policy.

Changes to terms

These terms are subject to change. We will notify you of any changes affecting your rights or obligations. Continued use of our services after changes implies acceptance of the new terms.

Legal compliance and jurisdiction

Our services are governed by Scottish law. Disputes are subject to the jurisdiction of Scotland. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

Complaints, feedback, and ADR

If issues arise, please contact us via the email address on our website. We aim to acknowledge and respond within 2 working days.

If we are unable to resolve your complaint directly, we will provide you with information about alternative dispute resolution (ADR) and whether we are required to use ADR to resolve the dispute.

Limitations of liability

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.

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.

Our total liability to you in relation to these terms and the services we provide 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, data, or goodwill, arising from your use of our services.

Interpretation and definitions

For the purposes of these terms:

• Company, we, us, or our refers to Pride In Health.
• You refers to the individual accessing or using our services.
• Services: The digital healthcare services provided by Pride In Health. Services include, but are not limited to, registration, clinical and administrative support, appointments, prescribing support where clinically appropriate, test referrals and reviews, letters, and access to the client portal.
• Specialists: Independent contractors engaged by Pride In Health to deliver aspects of the services (for example clinicians, nurses, therapists, pharmacists, and prescribers).
• Registration fee / registration payment: The payment required to register with Pride In Health and create an account.
• Registered (for pricing): The date and time (UK time, GMT) when your registration payment is successfully processed via Stripe. Failed payments do not count.
• Booking (confirmed booking): A booked appointment or service. A booking is confirmed when it has been paid for.
• Up to date: All payments due for your current billing period have been successfully paid by the relevant due date.
• Billing period: The period of time covered by a fee, instalment plan, or payment schedule, as shown during checkout and in payment reminders.
• In arrears: There are outstanding amounts due after the end of the relevant billing period.
• Clinical or support services: Any clinical or non-clinical support provided by Pride In Health or specialists working with Pride In Health. This includes, but is not limited to, asynchronous clinical review, advice, information or support by email or SMS, care navigation support, test referrals, blood test request letters, review of results, letters, and prescribing-related support.
• UKAS accredited laboratory: A laboratory accredited by the United Kingdom Accreditation Service (UKAS) for the relevant testing.
• NHS GP results: Blood tests arranged through your NHS GP practice.
• Bridging prescription: A time-limited prescription that may be considered where clinically safe when required monitoring results are outstanding or delayed. Bridging prescriptions are not guaranteed, may require additional monitoring, and may incur additional fees.
• Chargeback: A payment dispute initiated with your card issuer or payment provider.

Intellectual property

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.

Governing law

These terms and any disputes arising out of or relating to these terms or our services will be governed by the laws of Scotland. Any legal actions or proceedings related to these terms or our services will be brought exclusively in the courts of Scotland.

Entire agreement

These terms constitute the entire agreement between you and Pride In Health regarding your use of our services. They supersede all prior agreements, understandings, and representations related to the subject matter.

Waiver

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.

Assignment

You may not assign your rights or delegate your obligations under these terms without our prior written consent. We may assign our rights or delegate our obligations under these terms at our discretion.

Severability

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.

Contact us

For any questions about these terms or our services, please contact us via our client portal or through the contact details provided on our website.

Thank you for choosing Pride In Health.