These are the terms and conditions on which you subscribe to the Astron Health service, and under which we supply the Astron Health services to you.
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. If you do not agree with these terms, you must not proceed with your order.
We are Astron Health. Astron Health is a trading name of Astron Health Ltd a company registered in England and Wales. Our company registration number is 15587830 and our registered office is at Parker House, 44 Stafford Road, Wallington, Surrey, SM6 9AA, United Kingdom. All references to Astron Health refer to Astron Health Ltd, and all the Astron Health services, including the website, are provided to you by Astron Health Ltd.
You can contact us by writing to us at support@astron.health.
If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
When we use the words "writing" or "written" in these terms, this includes emails.
The Astron Health services are not classed as the provision of medical advice and services. We do not provide medical advice or prescribe treatments. We work with 3rd party test providers and analyse test results to create actionable reports. However it is up to your physician to prescribe treatments on the basis of our reports.
Our acceptance of your order will take place when we write to you to accept it, at which point a contract will come into existence between you and us.
If we are unable to accept your order, we will inform you of this and will not charge you for the services. This might be because of unexpected limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the services.
Under the Consumer Rights Act 2015 consumers have the right to cancel a contract for services, without liability, within 14 days of the contract being entered into, where the contract has been completed at a distance (i.e., over the internet). This applies to the Astron Health service. During this period you can cancel the contract for the Astron Health services, without liability, and we will refund all monies paid back to you. To exercise your right to cancel within this 14-day period please contact us using any of the methods outlined above.
We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the services, their timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
We may change the services:
(a) to reflect changes in relevant laws and regulatory requirements. The medical profession is heavily regulated, with guidance and regulation as to how we must provide our services changing on a regular basis. Whilst we will try to minimise the impact this has on the way that you make use of the Astron Health services but, if we feel that the changes will be major, please see clause 5.2 for what will happen; and
(b) to implement minor technical adjustments and improvements to the Astron Health service, for example to address a security threat, or to add additional functionality. These changes will not negatively, or materially, affect your use of the services.
In addition, as we described in clause 5.1(a) above, we may have to make more substantial changes to the Astron Health services as a result of changes in the way that the Astron Health services are regulated. If we do so we will notify you and you may then contact us to end the contract and receive a refund of any sums you have paid in respect of services not yet received.
We will commence the supply of the Astron Health services to you from 14 days after your order has been accepted, unless you confirm to us that you wish for it to start sooner. Your subscription term will commence on the day we give you access to the Astron Health services and run for the amount of time that you have purchased, or until either you end the contract for the services as described in clause 7 or we end the contract by written notice to you as described in clause 8.
As part of our service we may offer a telehealth service. This involves consulting with you via the telephone, or via videocall. Our telehealth service is entirely secure in accordance with industry standards.
If our performance of the services is affected by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
As we informed you in the description of the services on our website, we will need certain information from you so that we can provide the services to you, for example, full details regarding who you are, your medical history (obtained by you completing a medical health questionnaire and securely uploading medical records), and blood test results. In addition, prior to offering any consultation, whether in person, over the phone, or via a video call, we may require you to provide us with satisfactory evidence as to your identity, to ensure that we are providing the consultation to the correct person who has purchased the subscription to the Astron Health services. We will contact you to ask for this information. If you do not, within a reasonable time of us asking for it, provide us with this information, or you provide us with incomplete or incorrect information, we may either end the contract (see clause 8.1) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for providing the services late or not providing any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
We may have to suspend the services to:
(a) deal with technical problems or make minor technical changes;
(b) update the services to reflect changes in relevant laws and regulatory requirements;
(c) make changes to the services as requested by you or notified by us to you (see clause 5 ).
We will contact you in advance to tell you we will be suspending the services, unless the problem is urgent or an emergency. If we have to suspend the services for longer than 1 week we will extend your subscription term to reflect the length of any suspension. You may contact us to end the contract if we suspend the services, or tell you we are going to suspend them, in each case for a period of more than 2 weeks and we will refund any sums you have paid in advance for services not provided to you.
If you do not pay us for the services when you are supposed to (see clause 10.4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the Astron Health services. We will not suspend the products where you dispute the unpaid invoice..
You have the right to end the contract, without liability, within the first 14 days after we have accepted your order, unless you have specifically told us that you want the services to start prior to this 14 day period ending.
You may contact us at any time to end the contract for the services, but unless we agree otherwise you will not be entitled to be refunded any money paid to us for the balance of your subscription term.
If you are ending the contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any services which have not been provided or have not been properly provided. The relevant reasons are:
(a) we have told you about an upcoming change to the services or these terms which you do not agree to (see clause 5.2);
(b) we have told you about an error in the price or description of the services you have ordered and you do not wish to proceed;
(c) there is a risk the services may be significantly delayed because of events outside our control;
(d) we suspend the services for technical reasons, or notify you are going to suspend them for technical reasons, in each case for a period of more than 2 weeks; or
(e) you have a legal right to end the contract because of something we have done wrong.
Unless you have a right to end the contract immediately (see clause 7.3), the contract will not end until 14 days after the day on which you contact us. Unless we agree otherwise, you will not be entitled to be refunded any money paid to us for the balance of your subscription term.
We may end the contract, and therefore terminate your subscription to the Astron Health services, at any time by writing to you if:
(a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due; or
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services which includes your full name and address, a fully completed health questionnaire, and blood test results.
If we end the contract in the situations set out in clause 8.1 we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
We may write to you to let you know that we are going to stop providing the services. We will let you know at least 1 month in advance of our stopping the services and will refund any sums you have paid in advance for services which will not be provided.
Shortly before your subscription to the Astron Health services is due to expire we will contact you to see if you wish to purchase a further services. If you elect not to do so then your access to the Astron Health services, and our responsibility to provide them to you, will end at the end of your subscription term. If you purchase a new service then that new service will be subject to these terms and conditions.
If you have any questions or complaints about the services, please contact us. You can contact by writing to us at support@astron.health.
See the box below for a summary of your key legal rights in relation to the services. Nothing in these terms will affect your legal rights.
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website http://www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says:
The price of the Astron Health test and report, and any other additional Astron Health services you may wish to purchase will be the price set out on the website at the time you place your order. We take all reasonable care to ensure that the prices of services advised to you are correct. However please see clause 10.3 for what happens if we discover an error in the price of the services you order.
It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the service's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the service's correct price at your order date is higher than the price stated on our website, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and not perform the services.
The price for your chosen subscription must be paid, in full, in advance of your subscription commencing. We accept payment via all major credit cards.
If you do not make any payment to us by the due date (see clause 10.4) we may charge interest to you on the overdue amount at the rate of 5% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services as summarised at clause 9.2.
We only supply the services for domestic and private use. If you use the services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We therefore appreciate all feedback regarding the Astron Health services, including regarding the care and service that you, your family or others experienced during a telehealth consultation or, where you are seen in person, your visit. We ask that if you do encounter any problems, however small, you let us know. We are continually seeking to improve our service and care, and your comments and feedback are invaluable in helping us to do this.
On receipt of a complaint we will:
(a) Listen to your complaint or concern;
(b) Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice;
(c) Improve the service however we can.
This will be a phone call from Astron Health’s manager to you to make sure we fully understand your complaint and the circumstances surrounding it.
If at the end of those twenty days, we are still conducting our investigations we will notify you of the position and keep you fully informed.
However, if you feel that your complaint is not being dealt with in a satisfactory manner you can escalate your complaint to the CEO for review, we would ask you to do so in writing, within six months of receiving the response from the Astron Health management team.
If at the end of those additional twenty days, we are still conducting our investigations we will notify you of the position and keep you fully informed.
Requests for independent external adjudication should be made in writing, within six months of receipt of the CEO’s review decision letter, to the following:
Independent Sector Complaints Adjudication Service
100 St Paul’s Churchyard
London
EC4M 8BU
T: 020 7536 6091
We will use the personal information you provide to us to:
(a) provide the services;
(b) process your payment for such services; and
(c) if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these communications at any time by contacting us.
The privacy policy outlines what data collect, how we use it, your rights in respect of your personal data, and what data we may pass to third parties. Please make sure you have read and understood the privacy policy before proceeding with your order.
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
This is because the Astron Health services are bespoke to you, and involve us discussing your medical history and health status, which will not be relevant to anyone else.
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
Certain aspects of the Astron Health service may involve you purchasing products or services from third parties, who work directly with Astron Health. For example, we may require you to undertake a blood test prior to your first consultation to enable us to better assist you with your healthcare needs. Whilst we recommend any third party provider with the best of intentions, having undertaken suitable due diligence on them to ensure they meet our rigorous standards of quality and service, we cannot make any guarantees regarding these third parties and you will be contracting directly with them for the products or services being bought. On this basis we cannot, and do not, accept any liability for anything that any third party does, and any issues you may have with those third parties must be taken up directly with them.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.
These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.
These are the terms and conditions on which you subscribe to the Astron Health services, and under which we supply the Astron Health services to you.
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. If you do not agree with these terms, you must not proceed with your order.
We are Astron Health. Astron Health is a trading name of Astron Health Ltd a company registered in England and Wales. Our company registration number is 15587830 and our registered office is at Parker House, 44 Stafford Road, Wallington, Surrey, SM6 9AA, United Kingdom. All references to “Astron Health” refer to Astron Health Ltd, and all the Astron Health services, including the website, are provided to you by Astron Health Ltd.
You can contact us by writing to us at support@astron.health.
If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order via our patient portal, or the contact information we received from your physician.
We work with third party test providers and analyse test results to create actionable reports. Such reports identify treatment options that may be appropriate for you based on the results of your tests and the available academic literature. Our approach has several limitations. For example, your test results may be not entirely accurate, we may not have all the required information about you, or the academic literature may be based on flawed studies or analysis. The Astron Health services are not classed as the provision of medical advice and services. We do not provide medical advice or prescribe treatments – it is up to your physician to prescribe treatments to you, based on the physician’s clinical judgment and treatment relationship with you.
Our acceptance of your order will take place when we write to you to accept it, at which point a contract will come into existence between you and us.
If we are unable to accept your order, we will inform you of this and will not charge you for the Astron Health services. This might be because of unexpected limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the Astron Health services.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers have the right to cancel a contract for services, without liability, within 14 days of the contract being entered into, where the contract has been completed from a distance (e.g., over the internet). This applies to the Astron Health services. During this period, you can cancel the contract for the Astron Health services, without liability, and we will refund all monies paid back to you. To exercise your right to cancel within this 14-day period please contact us using any of the methods outlined above.
We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the Astron Health services, their timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
We may change the Astron Health services from time to time:
In addition, as we described in clause 5.1(a) above, we may have to make more substantial changes to the Astron Health services as a result of changes in the way that the Astron Health services are regulated. If we do so, we will notify you and you may then contact us to end the contract and receive a refund of any sums you have paid in respect of services not yet received.
We will commence the supply of the Astron Health services to you from 14 days after your order has been accepted, unless you confirm to us that you wish for it to start sooner. Your contract will commence on the day we give you access to the Astron Health services and run for the amount of time that you have purchased, or until either you end the contract for the Astron Health services as described in clause 7 or we end the contract by written notice to you as described in clause 8.
As part of our service, we may offer a telehealth service. This involves consulting with you via the telephone, or via videocall. Our telehealth service is entirely secure in accordance with applicable industry standards. These communications are recorded, and the interaction will include the use of automated tools.
We recommend that you participate in telehealth consultations from a private location, to avoid exposure of your personal information and ensure good sound quality.
By agreeing to these terms, you consent to receive services via telehealth and acknowledge as follows:
If our supply of the Astron Health services is affected by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be responsible for delays caused by the event but if there is a risk of significant delay you may contact us to end the Astron Health services and receive a refund for any services you have paid for but not received.
As we informed you in the description of the Astron Health services on our website, we will need certain information from you so that we can provide the Astron Health services to you, for example, full details regarding who you are, your medical history (obtained by you completing a medical health questionnaire and securely uploading medical records), and blood test results. In addition, prior to offering any consultation, whether in person, over the phone, or via a video call, we may require you to provide us with satisfactory evidence as to your identity, to ensure that we are providing the consultation to the correct person who has purchased the Astron Health services. We will contact you to ask for this information. If you do not, within a reasonable time of us asking for it, provide us with this information, or you provide us with incomplete or incorrect information, we may either end the contract (see clause 8.1) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for providing the Astron Health services late or not providing any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
We may have to suspend the Astron Health services to:
We will contact you in advance to tell you we will be suspending the Astron Health services, unless the problem is urgent or an emergency. If we have to suspend the Astron Health services for longer than 1 week, we will extend your contract to reflect the length of any suspension. You may contact us to end the contract if we suspend the Astron Health services, or tell you we are going to suspend them, in each case for a period of more than 2 weeks and we will refund any sums you have paid in advance for services not provided to you.
If you do not pay us for the Astron Health services when first due (see clause 10.4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend the Astron Health services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the Astron Health services. We will not suspend the products where you dispute the unpaid invoice.
Astron Health (and third parties with whom it has entered into relevant licences) owns all intellectual property rights relating to the Astron Health services we provide to you.
The materials in our services are copyrighted by us and/or other applicable rights holders. You may download and reprint a single copy of the materials from the Astron Health services for your own personal, non-commercial use only, as long as you keep intact all credits and copyright and other notices stating our name and details. Using the materials in any other way is strictly prohibited without our prior written permission.
As explained above (see clause 3.3), you have the right to end the contract, without any liability to you, within the first 14 days after we have accepted your order, unless you have specifically told us that you want the Astron Health services to start prior to this 14-day period ending.
You may contact us at any time to end the contract for the Astron Health services, but unless we agree otherwise you will not be entitled to be refunded any money paid to us for the balance of your contract term.
If you are ending the contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any services which have not been provided or have not been properly provided. The relevant reasons are:
Unless you have a right to end the contract immediately (see clause 7.3), the contract will not end until 14 days after the day on which you contact us. Unless we agree otherwise, you will not be entitled to be refunded any money paid to us for the balance of your contract term.
We may terminate the provision of the Astron Health services to you, at any time by writing to you the Astron Health services if:
If we end the contract in the situations set out in clause 8(a)-(b) above, we will refund any money you have paid in advance for services we have not provided to you but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
We may write to you to let you know that we are going to stop providing the Astron Health services. We will let you know at least 1 month in advance of our stopping the Astron Health services and will refund any sums you have paid in advance for services which will not be provided.
We are responsible for losses you suffer caused by us breaking this contract unless the loss is:
We strive to provide you with the best possible service and we believe that both complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality.
We therefore appreciate all feedback regarding the Astron Health services, including regarding the care and service that you, your family or others experienced during a telehealth consultation or, where you are seen in person, your visit. We ask that if you do encounter any problems, however small, you let us know. We are continually seeking to improve our service and care, and your comments and feedback are invaluable in helping us to do this.
We recognise that sometimes you may feel that we have not met your needs and we hope that we can resolve any issue easily and promptly, often at the time the problem arises and with the person concerned
If your problem cannot be resolved as per clause 10.1 above, and you wish to make a formal complaint, please do so as soon as possible in writing to the Manager at ben@astron.health.
On receipt of a complaint, we will:
Please be assured that your complaint will be treated in strict confidence and have no effect upon the level of treatment and care that you receive from Astron Health. Your complaint will be acknowledged within three working days of receiving it. This will be a phone call from Astron Health’s manager to you to make sure we fully understand your complaint and the circumstances surrounding it.
We will make a full response to you within the next twenty working days. If at the end of those twenty days, we are still conducting our investigations we will notify you of the position and keep you fully informed.
We hope that, through the above steps, we will be able to resolve the problem. However, if you feel that your complaint is not being dealt with in a satisfactory manner, you can escalate your complaint to the CEO for review. We would ask you to do so in writing, within six months of receiving the response from the Astron Health management team.
The CEO will then provide a further response to you within the next twenty working days. If at the end of those additional twenty days, we are still conducting our investigations we will notify you of the position and keep you fully informed.
If you should continue to be dissatisfied with the way in which the complaint has been handled, you have the right to independent external adjudication.
Requests for independent external adjudication should be made in writing, within six months of receipt of the CEO’s review decision letter, to the following:
Independent Sector Complaints Adjudication Service
100 St Paul’s Churchyard
London
EC4M 8BU
T: 020 7536 6091
We will use the personal information you provide to us to:
The privacy policy outlines what data collect, how we use it, your rights in respect of your personal data, and what data of yours we may pass to third parties. Please make sure you have read and understood the privacy policy before proceeding with your order.
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
This is because the Astron Health services are bespoke to you, and involve us discussing your medical history and health status, which will not be relevant to anyone else.
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
Certain aspects of the Astron Health services may involve you purchasing products or services from third parties, who work directly with Astron Health. For example, we may require you to undertake a blood test prior to your first consultation to enable us to better assist you with your healthcare needs. Whilst we recommend any third party provider with the best of intentions, having undertaken suitable due diligence on them to ensure they meet our rigorous standards of quality and service, we cannot make any guarantees regarding these third parties and you will be contracting directly with them for the products or services being bought. On this basis we cannot, and do not, accept any liability for anything that any third party does, and any issues you may have with those third parties must be taken up directly with them.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Astron Health services, we can still require you to make the payment at a later date.
These terms are governed by English law and you can bring legal proceedings in respect of the Astron Health services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Astron Health services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the Astron Health services in either the Northern Irish or the English courts.