Customer Terms and Conditions

isoshealth Customer Terms and Conditions

1. Status of These Terms

a. Welcome to Isoshealth! Isoshealth is a platform for linking independent health and wellness professionals with customers in the UK looking for video consultation services.
b. These terms and the documents referenced in them create a legal agreement between you and Chrysalis Health Ltd trading as Isoshealth, (referred to as “we”, “us” or “our” in these terms) in relation to the Isoshealth Consultation Services booking platform (“Platform”). Our registered office and place of business is 20 – 22 Wenlock Road, London, England, N1 7GU. We are the provider of the Isoshealth consultation booking platform service. Our company number is 10302338.
c. You agree that by accessing and/or using the Platform, you are agreeing to these terms, our Cancellation Policies and our Privacy Policy.
d. Your attention is in particular drawn to:

i. the way that we limit our liability to you under section d, section 10 and section 13 below.
ii. the fact that, because we do not provide the consultation services, we are not responsible for any issues with the carrying out of the consultation services (or any failure to carry them out) – see section c below
iii. the fact that if you purchase consultations with independent professionals under Isoshealth’s “Power of Three” programme, all details of your consultations will be available to the three-person team who will be collaboratively providing you with the consultation services.

f. You should consult with your usual general medical practitioner before seeking any new medication or treatment or before you alter, suspend or initiate any change in your current medical treatment or regime.
g. The consultation services listed on the Platform are provided by the professional you book by means of the Platform. Not by us. Our role and responsibility is limited to listing details of the consultation services (and related pricing information), and arranging bookings and collecting payment on behalf of the independent professionals who use us to connect with customers. We cannot be responsible for the actions or failures of any professional with whom a booking is made, nor any materials they provide to you.
h. You can access these terms at any time at We reserve the right to update these terms from time to time by posting the updated version at that URL. We may do so because we change the nature of our products or services, for technical or legal reasons, or because the needs of our business have changed. You agree that if you do not accept any amendment to our terms then you shall immediately stop accessing and/or using the Platform.
i. Every time you order Consultation Services by means of the Platform, these terms as they are in force at that time (and available for view on our website) will apply to the contract between you and us for provision of booking and payment processing services in respect of the Consultation Services you book. You can find the date on which these terms were last updated at the bottom of this page.
j. By using the Platform, you agree that you are a private individual at least 18 years old and are present in the United Kingdom at the time you use the Platform. Our site is directed to people residing in the United Kingdom only. We do not represent that our site is appropriate for use or available in other locations. If you are under 18 years old, you must arrange for your parent or guardian to use the Platform on your behalf.

2. Definitions.

For ease of reference the following terms shall having the following meanings in these Platform Terms of Use:

a. “Consultation Services” means any video consultation services arranged by means of the Platform and provided by a Professional under a Booking;
b. “Cancellation Policies” means the policies set out which contain terms applicable to all Bookings including as to cancellations and cancellation charges;
c. “Booking Request” means a request from you made by means of the Platform, for the supply of Consultation Services;
d. “Booking” means a contract for the provision of Consultation Services entered into between you and the Professional by means of the Platform;
e. “Charges” means the charges payable in respect of Consultation Services under a Booking;
f. “Professional” means a provider of Consultation Services, independent of Isoshealth Ltd, which promotes its Consultation Services by means of the Platform;
g. “Professional Listing” means a listing in the Platform setting out a description of the Professional and reviews provided in respect of the Professional by other users of the Platform;
h. “you” and “your” means you, any person who uses the Platform.

3. Isoshealth is not a health and wellness consultation service. It is a means for you to browse, book and pay for Consultation Services from our partner Professionals.

a. The Platform is designed to enable users to make a Booking for Consultation Services with a Professional. Consultation Services are provided by the Professional, and not by us. We are responsible only for listing Professional Listings, taking your Booking, processing payment – all on behalf of the Professional. The content of the Professional Listing on the Platform, and the provision of the Consultation Services, are entirely the responsibility of the Professional.
b. What this means is that when you use the Platform to make a Booking for Consultation Services, it will create two legal contracts:

I. one contract between you and us, under which we provide to you the means of browsing, booking, and paying for the Consultation Services by means of the Platform. That contract is made on these Platform Terms of Use; and
II. a further contract between you and the relevant Professional in respect of their provision to you of Consultation Services to you at the price specified by you in your Booking Request.

c. The Platform is used by a wide range, and a large number, of Professionals. We cannot realistically check or be responsible for the work of each Professional. We do not endorse or recommend any Professional, the quality of their work or the value and quality of their advice and service.
d. The Professionals are not our employees or workers. Apart from providing a secure video facility, we have no involvement in the provision of the Consultation Services. We require our Professionals to ensure that all information provided by them in a Professional Listing is accurate, complete and not misleading in any way. But given the large number of Professional Listings, we cannot verify the information which they provide to us. It is the Professional’s responsibility to ensure that the Consultation Services as set out in the Professional Listing is available and accurately described. We take what reasonable steps we can to ensure that the Professional is insured and has a current registration with their professional governing body, but we cannot realistically vet all details of each Professional Listing. We are not therefore responsible for any inaccuracies in the Professional Listing.

4. Bookings

a. Your Booking is subject to the terms of the Cancellation Policies. Among other things, the Cancellation Policies contain details of your right to cancel the Booking.
b. By making a Booking Request for a particular date, you acknowledge that the Professional will commence provision of the Consultation Services in advance of that date. For example, he/she may prepare for your consultation based on any information provided in your Booking. The cancellation provisions in the Cancellation Policies are intended to reflect the value of the Consultation Services already provided in advance of the time of cancellation, and therefore the amount of your liability to pay to the Professional as a result of the cancellation.
c. You acknowledge and agree that by making a Booking Request you are authorising us to present it to Professionals for their review. If Professional offers to fulfil the terms of the Booking Request, we will disclose to you the details of that Professional and you can either accept or reject that offer. Any such acceptance of the Professional’s offer to fulfil the Booking Request will a binding contract under which agree to pay for Consultation Services as specified in the Booking Request.
d. Once you book Consultation Services through the Platform in accordance with these Platform Terms of Use and the Cancellation Policies, payment will be pre-authorised for it by or on behalf of the Professional. At the point that payment is made to the Professional on completion of the Consultation Services, your payment obligation to the Professional in respect of the Consultation Services is discharged.
e. As a consumer, you will have legal rights against the Professional in relation to any Consultation Services that is not provided in accordance with reasonable skill and care, or if the Consultation Services are not as described in the Booking (including any changes to the Booking agreed between you and the Professional). Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Platform Terms of Use will affect your statutory rights.
f. It is your sole responsibility to notify the Professional – in your online questionnaire you complete on the Isoshealth website, and during your Consultation Services – as to any circumstances affecting you which might affect the Professional’s provision of the Consultation Services. If such circumstances arise after the Booking Request has been accepted, you must notify the Professional immediately.
g. In the event that a Professional with whom you have made a Booking no longer has a current registration with the Platform, we will notify you.

5. Power of Three Programme

a. Power of Three is a programme enabled by Isoshealth which facilitates you making Bookings with each member of a team of Professionals whose skills are intended by the Professionals to complement each other. If you make a Booking under the Power of Three programme, your Booking will be with each of the three Professionals separately, although we may for ease of your use consolidate the charge to you in one single payment. This payment is received by us on behalf of each of the Professionals in the team. To be clear, the Professionals, not Isoshealth, provide you directly with the Consultation Services.
b. Each member of a Power of Three team is able to make and see notes not only in respect of their own Consultation Services, but also those of the other two members of the team.

6. Consultation Services

a. We require Professionals not proceed with any Consultation Services in the absence of your clear, informed, explicit consent to the conducting of a video Consultation Services in place of an in-person consultation. But Isoshealth cannot guarantee that a Consultation Services will be suitable for your health or wellness issue.
b. You acknowledge that the Professional is required to obtain your consent before making a recording of the Consultation Services, and that if you do not provide your consent, the Consultation Services will not take place and you will not be entitled to a refund of any charges agreed in respect of the Consultation Services.
c. In the event that the Professional considers that a Consultation Services is not sufficient or suitable in light of the Patient’s reported health issue, we require that the Professional recommends to you that a physical in-person consultation should be arranged either with the Professional or another health or wellness professional.
d. Do not request Consultation Services if you are in an emergency, critical or life-threatening situation.

7. Charges and Payment for Consultation Services.

a. When we notify you that a Professional has accepted your Booking Request at the Charges specified, a binding contract is created between you and the Professional for delivery of the Consultation Services in exchange for payment of the Charges.
b. Payments are taken by of the Professional on completion of the Consultation Services, by means of an independent payment service provider acting on behalf of the Professional. By making a Booking you agree to the Professional authorising or reserving a charge on your payment card or other payment method for the charges agreed in respect of any Booking, and the payment processing charge imposed by the Professional’s payment service provider, for collection of the Charges immediately on completion of the Consultation Services (subject to our Cancellation Policies).

8. Use of the Platform

a. Whilst you are in compliance with these terms (including our Acceptable Use Policy), we grant you a non-exclusive, non-transferable, personal, revocable limited licence to access and use the Platform for your own personal private internal business use, in each case provided that such use is in accordance with these terms. You agree not to use the Platform, or any content of our website, for anything else.
b. We have the right to suspend, withdraw or modify the Platform (in whole or in part) without liability to you at any time, including in the following circumstances: for technical reasons (such as maintenance, or technical difficulties experienced by us or on the internet); to allow us to improve the usability of functionality of the Platform; where we have legal reasons for doing so (including privacy or other legal objections to the content or functionality of the Platform); because it is no longer economically viable or efficient to provide the Platform.

9. Accounts

a. If you set up a user account with us, you agree that you shall take all steps necessary to protect your log in details and keep them secret. You agree that you shall not give your log in details to anyone else or allow anyone else to use your log in details or account.
b. If you fail to keep your login details confidential, or if you deliberately or unintentionally share your login details or account with someone else, you accept full responsibility for the consequences of this and agree to fully compensate us for any losses or harm that may result.
c. We will not be responsible to you for any loss that you suffer as a result of an unauthorised person accessing your account and using the Platform and we accept no responsibility for any losses or harm resulting from its unauthorised use, whether fraudulently or otherwise.
d. If you notice an unauthorised use or breach of your user account, you must notify us immediately at


No control over Consultation Services or Professional Listings, No Warranty regarding the Platform

a. You acknowledge that Consultation Services are not provided by us.
b. Under no circumstances will we be liable in any way for any Consultation Services, including any errors or omissions in the Consultation Services, or any losses or harm of any kind resulting from the Professional’s provision of (or failure to provide) the Consultation Services.
c. Any opinions, advice, statements, services, offers, or other information or content expressed or made available by Professionals are those of the Professional and not those of us. We neither endorse nor are responsible for the accuracy or reliability of any opinion, advice or statement made either on the Platform or otherwise, by anyone other than authorised Isoshealth Ltd employee spokespersons while acting in their official capacities.
d. The Platform is provided “as is” and without warranty of any kind. In particular, we cannot promise that the Platform will always be provided uninterrupted or error-free. You acknowledge that we cannot reasonably guarantee, and do not guarantee, that the Platform will always work properly.

11. Your conduct in relation to the Platform

a. You must comply with all laws applicable in the UK. If any laws applicable to you restrict or prohibit you from using the Platform, you must comply with those legal restrictions or, if applicable, stop accessing and/or using the Platform.
b. You must abide at all times by our Acceptable Use Policy, available

12. Your breach of these terms

a. We reserve the right to suspend or terminate your access to the Platform (including by deleting your account) at any time. We will likely do so if we reasonably believe that you are in breach of these terms.
b. You agree to compensate us, according to law, for all losses, harm, claims and expenses that may arise from any breach of these terms by you.


a. We accept liability for death or personal injury resulting from our negligence or that of our employees or agents (which does not include any Professional), and for losses or harm caused by fraud by us or our agents, or any other liability which it would be unlawful for us to exclude or restrict liability.
b. We are not responsible for:

i. any losses in relation to your receiving or not receiving access to the Platform;
ii. any losses in relation to your receiving or not receiving any Consultation Services;
iii. any losses arising due to a breach of our obligations which arises due to circumstances outside our reasonable control;
iv. losses or harm not caused by our breach of these terms or our negligence; or
v. losses or harm which are not reasonably foreseeable by you and us at the time of you agreeing to these terms including those losses which happen as a side effect of foreseeable losses; or
vi. technical failures or the lack of availability of the Platform.

c. We only supply the Platform for your own individual domestic and private use. You agree not to use the Platform in the course of any business, or for any commercial, business or re-sale purpose. We therefore have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14. Intellectual property

a. You acknowledge that all copyright, trade marks (including ‘Isoshealth’, ‘Power of Three’ and the Isoshealth logo), and other intellectual property rights in and relating to the Platform (other than the content of Professional Listings and Consultation Services, which remain the property of the Professional) are owned by us or licensed to us by our partners.
b. You must not copy, distribute, make available to the public or create any derivative work from the Platform or any part of the Platform unless we have first agreed to this in writing. You must not use any of our trade marks, or other intellectual property rights in and relating to the Platform without our prior written consent.
c. If you submit comments, ideas, or feedback to us, you agree that we can use them without any restriction or compensation to you. If we accept your submission, we do not waive any rights to use similar or related ideas or feedback previously known to us, developed by our employees, or obtained from sources other than you.
d. We are the owner or the licensee of all intellectual property rights in the Platform. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.

15. Legal or Complaint Notices

a. If you have a complaint regarding any Professional Listing, you may notify us by emailing us at with the following information: name; street address; email address; full details of your complaint and the Professional Listing you are complaining about. These requests should only be submitted by you or someone who is authorised to act on your behalf.

16. Privacy

a. We are registered with the Information Commissioners Office as a data controller in the United Kingdom.
b. We will only collect, process, use and share your personal information in accordance with our Privacy Policy and as set out in these terms. By using the Platform, you give your consent to us collecting, processing, using and sharing your personal data in this way. If you do not agree to our Privacy Policy, you should not access and/or use the Platform.
c. We may use any feedback or comments you make in respect of the Platform or any Professional in our marketing material. We will not use your surname or full name unless we get your prior consent to do so. If at any time you would like us to cease any further use of your feedback or comments, please contact us at].

17. Links

a. We may link to third party products or services from the Platform, including to Professionals’ websites. You understand that we make no promises regarding any content, goods or services provided by such Professionals or other third parties. We are also not responsible to you in relation to any losses or harm caused by such third parties. You understand that when you provide data to such third parties you are providing it in accordance with their privacy policy (if any) and our own privacy policy does not apply in relation to that data.

18. General

a. We may wish to transfer all or a part of our rights or responsibilities under these terms to someone else without obtaining your consent. You agree that we may do so provided that the transfer does not significantly disadvantage you. You may not transfer any of the rights we give you under these terms unless we first agree to this in writing.
b. These terms set out the entire agreement between you and us concerning the Platform and they replace all earlier agreements and understandings between you and us.
c. If any part of these terms is held to be invalid or unenforceable under any applicable local laws or by the applicable court, that part shall be interpreted in a manner consistent with applicable law to reflect as nearly as possible our original intentions and the remainder of these terms shall remain valid and enforceable.
d. Our failure to exercise or enforce any of our rights under these terms does not waive our right to enforce such right. Any waiver of such rights shall only be effective if it is in writing and signed by us.

19. Complaints about the Platform, Consultation Services or Professionals

a. If you have any concerns regarding the Platform itself (rather than any Consultation Services or Professional) we hope we can resolve these quickly if you contact us at
b. We care about your experience with Professionals using our Platform and want to ensure they maintain the highest standards possible. If you are unhappy with any Consultation Services, you should speak to the Professional to try and resolve the issue. We would like to be kept informed of any issues or disputes.
d. In the unlikely event that legal action becomes necessary either by us or by you, these terms shall be governed by and construed in accordance with the laws of England and subject to the jurisdiction of the English courts.
e. If you have any complaints or objections of a legal nature to material or content (including Professional Listings) provided by means of our site, including if you believe that material or content on our site is defamatory or infringes your intellectual property rights (including copyright or trade mark rights), please contact us immediately with a statement by email to Your email statement must at a minimum contain the following details: the exact individual content you are complaining about; the way in which the content infringes your rights, or is defamatory; your name and street address; a declaration that your statement is true and acknowledgement that it may be used in any subsequent court proceedings relating to your complaint.

20. Questions about these terms

a. If you have any questions about these terms or the Platform, you may contact us by email at
b. Our VAT number is 276 4619 70.

Terms last updated: 16th May 2018