Terms of Service
Welcome to Aviva Smart Health, powered by Teladoc Health UK Limited.
These Terms of Service(“Terms”) will apply to the provision by Teladoc Health UK LTD, a limited company registered in England and Wales (company number 05739281) with its registered office located at 18 King William Street, London, England, EC4N 7BP (hereinafter “Teladoc”, “We” or “Us”) of Aviva Smart Health from Aviva Protection UK Limited (“Aviva”) (hereinafter the “Service”), to insured persons covered under an insurance policy provided by Aviva Protection UK Limited, their spouses, civil partners and dependants, or Aviva Protection employees (collectively “You”) who register for the use of the Service, including the electronic Aviva Smart Health App/Portal (“App/Portal”). This is not part of your insurance contract and can be changed or withdrawn at any time.
Aviva Protection UK Limited. Telephone 0345 600 6820. Registered in England and Wales. Number 6367921. Registered address: Aviva, Wellington Row, York, YO90 1WR. Aviva Protection UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The registration number is 473752.
Acceptance of our Terms
These Terms govern the relationship between You and Us in relation to your use of the Service, including the App/Portal, and any updates as relevant. Please carefully read these Terms and make sure that You understand them.
You will be asked to agree to these Terms before registering for the Service, including via the App/Portal. By agreeing during the registration process, You are entering into a legally-binding agreement with Teladoc and expressly accepting the Terms as set out below.
Acceptance of these Terms is a condition of use of the Service.
Aviva Smart Health
The purpose of the Service is to provide You with routine, non-emergency access to our health professionals via phone or video, providing the following services:
GP consultation 24/7/365
Mental Health support
Expert Medical Opinion
Nutrition & Fitness (including Get Fit Programme Diet Support)
Health checks
1. GP consultation 24/7/365
The GP service aims to offer advice and treatment for minor medical conditions. It is not designed as an emergency service, and in cases of emergencies, severe pain or if you are feeling very unwell, you are advised to contact your local emergency services.
Where a virtual appointment is judged not to be sufficient under clinical grounds, and a physical examination, investigation or intervention is required, the medical practitioner will redirect you to the appropriate services.
The advice and recommendations offered by our medical practitioners are based on the information you provide. It is your responsibility to ensure this information is correct and complete, and you accept that failure to provide accurate information may affect the advice of the medical practitioner, and as such may have consequences for which we are not responsible.
Prescriptions
Subject to the applicable law, our health professionals may issue prescriptions for medicines only when, in their professional judgement, it is in your best interest to receive the medicine.
You agree that:
any prescriptions issued by our health professionals are solely for your personal use;
prescriptions issued by Us are on a private basis; the price will be set by the pharmacy and you will be responsible for paying for the prescription;
You will carefully read the product leaflet; and
You will contact your pharmacist, GP or other primary healthcare practitioner should You have any questions regarding the prescriptions.
Note that You will be free to use a pharmacy of your choice to fulfil your prescription.
Referrals
Subject to the applicable law, our health professionals may refer you for a specialist opinion when, in their professional judgement, it is in your best interest to do so. We do not refer into NHS services, other than providing suggestions to an NHS GP.
You agree that:
Any referrals issued by our health professionals are solely for your personal use.
Referrals issued by Us are on a private basis; the cost can be covered by Private Medical Insurance (“PMI”) if you have it, or you can pay the provider directly.
The specialist opinion must be sent to your NHS GP and they will be responsible for any ongoing actions. Teladoc is not responsible for any ongoing actions or onward referrals.
Subject to the relevant PMI policy that You may hold, or You agreeing to pay a specialist provider directly, You will be free to use a specialist provider of your choice to fulfil your referral.
Sickness certificates
Subject to the applicable law, our health professionals may issue a sick note when, in their professional judgement, it is in your best interest to do so. The service does not offer a fit note to certify You are fit to partake in any given activity (e.g. fit to fly or fit to return to work).
The maximum length of a sick note issued by the service is two weeks, and we recommend You see your NHS GP if You need certificates beyond this time. Sick notes cannot be backdated and are issued from the date of the consultation.
2. Mental Health support
The mental health service is designed to provide psychological advice and support for mild to moderate mental health conditions by UK registered psychologists. Depending on the presentation and the clinical judgement of the psychologist, up to four therapy sessions may be offered.
Inclusion criteria:
All clients seeking one-to-one psychological support at Teladoc must hold low or no risk to self, to others, or from others. We offer a short psychotherapeutic frame, therefore, clients will present with issues of low severity, complexity, and chronicity. Some of the most commonly sought treatments are:
Individuals seeking to address the emotional impact of life events and change.
Individuals wishing to acquire coping skills to manage emotions, in particular low mood, anxiety, and anger.
Individuals seeking psychoeducation around mental health and wellbeing.
Individuals seeking support to manage the bio-psycho-social impact of physical health conditions.
Individuals seeking relationship and psychosexual support.
Individual seeking to address self-relation and self-esteem.
Exclusion criteria:
This is not an emergency service and does not provide any form of crisis service role.
Moderate to high risk to self (e.g.: suicidal ideation with intent, recent history of suicidal attempts).
Moderate to high risk to others (e.g.: Current aggressive or abusive behaviour towards other or currently holding risk towards others).
Moderate to high risk from others (e.g.: current domestic violence, subject to trafficking, or other forms of abuse).
Individuals experiencing severe and enduring mental health conditions.
Patients under 18 years of age
Minors are supported with a single assessment session during which they will receive a systemic psychological formulation of their difficulties. At the end of the consultation, the psychologist will make recommendations and advise the client as well as their carer / guardian / parent, on how to access specialised services. The same inclusion and exclusion criteria as adults apply to minors consultations.
3. Expert Medical Opinion
The Expert Medical Opinion service is based on the medical history and previous diagnosis provided by the patient's treating doctors and reported by the applicant. Without the required medical information and first diagnosis, it is not possible to submit an Expert Medical Opinion. The doctors who will be guiding the applicant through the Expert Medical Opinion process are GMC registered GPs in the UK.
The patient or legal guardian should review the report with their treating doctor for guidance on appropriate next steps. Medical decisions should be made only after an in-person medical examination and diagnostic tests, as indicated by the examination and your medical history. The Report is intended to provide you with information to supplement the information you have already received from your treating physicians. The information contained in the Expert Medical Opinion Report shall not be used to substitute for your physician’s recommendations. You should discuss the Report with your own doctors, who are responsible for your care.
4. Nutrition & Fitness (including Get Fit Programme Diet Support)
The nutrition service provides a targeted consultation with a UK registered nutritionist. You will receive a form before the consultation to gather information about your dietary habits, past history and your goals. The consultation is tailored to focus on the said goals, and is followed up with a tailored report of recommendations and supporting information on how to achieve these goals.
Nutrition consultation requests for patients under 18 years old are initially triaged by GPs, who may contact the patient’s parents/guardian to address any potential medical reasons for the patient’s presentation.
This service aims to offer advice about health and wellbeing, and nutritional needs in common, stable, chronic medical conditions. The service is not suitable for patients with complex medical or nutritional needs, undiagnosed medical conditions, patients suffering from eating disorders, and patients who are pregnant or breast feeding.
The get fit programme is a four or eight-week programme based on a balanced diet and workout regime. The patient will receive a calorie-controlled meal plan to help structure their week, weekly lunch and dinner suggestions, and suitable exercises to carry out each week.
Given the calorie restrictions, this service is not suitable for patients with BMI of over 35 or under 20, for patients under 18 years old or patients who are pregnant, breast feeding or have medical conditions where their calorie intake needs closer monitoring such as diabetes.
6.Health Check
The Health Check service is intended to provide general health information. Under no circumstances should its recommendations be considered to be a diagnosis or treatment. The recommendations derived from these services are based on medical information provided by the patient, and should in no way replace or substitute medical information provided by medical professionals.
Some of these services are regulated by the Care Quality Commission.
Other terms that apply to You
These Terms include the following additional terms, which also apply to your use of the Service:
Emergencies
Please note that this Service is only for routine, non-emergency health issues.
In cases of a medical or mental health emergency You should contact your local emergency services (999 in the UK) or contact your GP or other primary healthcare practitioner.
Service limitation/restrictions
The Service has, by nature of being accessed via phone or video, certain limitations/restrictions and does not replace face-to-face consultations with your GP or other primary healthcare practitioner, nor does it replace primary healthcare. Face-to-face consultations are always essential in cases of medical emergencies and where physical examination/intervention is required. In a situation where the Service is inappropriate for your needs, our healthcare professionals will, where possible, help you work out the best place to seek the help you require.
You are responsible for providing our healthcare professionals with the information that they advise is required in order to provide You with the Service. The Service, including the App/Portal, may not be suitable for managing certain conditions.
If, following use of the Service, You have doubts or concerns regarding the professional advice/service provided, or regarding your health and wellbeing, please seek further medical assistance from your GP or another medical professional.
As with other healthcare services, any advice provided via this Service is a matter of judgement based on clinical experience and available information regarding presenting conditions; no results can be guaranteed or assured.
Geographical restrictions
You should check whether You are entitled to access the Service in the location where You are. Teladoc makes no representation that the Service available through the App/Portal is appropriate, legal or available for use in any or all location/s.
Privacy
Under data protection legislation, We are required to provide You with certain information about who We are, how We process your personal data and for what purposes and your rights in relation to your personal data and how to exercise them. This information is provided in our (separate) Privacy Notice and it is important that You read that information.
Please be aware that internet transmissions can never be guaranteed as being completely private or secure, even if there is a special notice that a particular transmission is encrypted, and that any message or information You send using the App/Portal is at risk of being read or intercepted by others.
In order to provide the Service please note the following additional points:
ID checks - We will undertake checks to confirm your identity for the purposes of particular Services that we provide. We may be unable to provide certain Services without first verifying your identity.
Calls being recorded - We may record calls to help Us monitor the quality of our services and for medico-legal purposes.
Share notes with registered GPs - We ask for your consent to share your notes with your NHS GP to assist them in maintaining a complete record of your health record. Declining consent may result in our practitioners declining to offer some forms of treatments due to safety. This includes prescriptions for medication treating long term conditions and children. We may share medical records with the NHS GP without consent in safeguarding scenarios and if required by law.
Technical requirements for using the App/Portal
The App is supported by iOS and Android-enabled devices, but may not run or have full functionality on older versions of these operating systems.
The Portal is supported by Microsoft Edge, Google Chrome and Safari, but may not run or have full functionality on older versions of these web browsers.
Our App/Portal is accessed remotely using the internet, data networks and devices which can access the internet (the “Infrastructure”). We make the App/Portal available for access using the Infrastructure, but are not responsible for the Infrastructure itself. Issues affecting the Infrastructure may impact on your ability to access our Service via the App/Portal.
From time to time, updates to the App/Portal may be made available to you. We recommend that You use the latest version of the App/Portal at all times, to take advantage of the latest enhancements. Depending on the update, You may not be able to use the App/Portal until You have downloaded the latest version of the App/Portal and accepted any changes to our Terms.
We operate anti-virus and malicious software prevention measures on the App/Portal but We cannot guarantee that the App/Portal will always be virus-free. You should ensure that the devices You use to access the App/Portal are protected against viruses and malicious software. You must not use or expose the App/Portal to virus or malicious software contamination.
Use of the App/Portal
You should access the App/Portal via only one device at a time, and your usage should be for your personal purposes only.
If You access the App/Portal via a device not owned by You, You must have the owner’s permission to do so. You will be responsible for complying with the Terms, whether or not You own such other device.
User Account and Eligibility
When registering for the Service You will be required to create an account and You will need to be at least 18 years of age. If You are under 18 years of age, You may not create an account to use the Service.
You may not transfer or share your login credentials with anyone or create more than one account (with the exception provided below under “Use of Service by minors”). Under no circumstances may You use someone else’s account.
Use of Service by minors
The Service is available for children under 18 years of age. However, the account holder for anyone under the age of 18 must be the user’s parent or legal guardian.
If You register as the minor’s parent or legal guardian, You will be fully responsible for complying with these Terms.
Service Availability
The operation of the Service, including the App/Portal, may be interrupted by problems with computer hardware or software, interruptions in internet services, computer viruses or other problems beyond our control.
If You need to reach Us in the event of a service outage You can email Us at generaladmin@teladochealth.com or call Us on (+44) 20 3499 0167.
Fair Use Policy
Unreasonable behaviour
Unreasonable behaviour can occur in any interaction with any member of our staff (over the phone, via video, in person, or in writing). We do not view your behaviour as unreasonable simply because your communication is forthright or because You are determined in your approach. Our staff are trained to handle interactions with You appropriately and are expected to make reasonable allowance for your behaviour.
On occasion, however, your behaviour may go beyond what is reasonably acceptable. Examples of such unreasonable behaviour include (but are not limited to):
Threats
Verbal abuse
Derogatory or insulting personal remarks
Harassment based on personal characteristics e.g., racism, sexism, or homophobia
Obscene remarks
Derogatory, abusive, or insulting comments made about our staff online or in the media
Harassing, abusing, or threatening our staff on social networks
Physical intimidation or aggression.
Fair use
We reserve the right to review your access to our Services. Decisions about restricting or denying your access to our Services are made on a case-by-case assessment, however we would consider this (temporarily or permanently) if we believe any of the following have occurred:
Your medical problems or needs are deemed to be too complex or unsafe for our service and we have repeatedly advised you of this; and/or
You have been responsible for any abuse, harassment, or inappropriate behaviour towards our staff.
Please note that the examples above are not exhaustive.
Acceptable use policy
You agree not to use the Service and the App/Portal for any purpose other than to access health care from our health professionals.
In particular, You agree that You will not:
use the App/Portal in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these Terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the App/Portal or any operating system;
infringe our intellectual property rights or those of any third party in relation to your use of the App/Portal (to the extent that such use is not licensed by these Terms);
transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the App/Portal;
use the App/Portal in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users;
collect or harvest any information or data from the App/Portal or our systems or attempt to decipher any transmissions to or from the servers running the App/Portal;
impersonate any person or entity, or misrepresent your affiliation with a person or entity;
circumvent any security safeguard that We use to protect the security of our information systems; or otherwise use the App/Portal or the Service in any manner that exceeds its scope of use.
You agree to refrain from contacting our health professionals outside of the App/Portal. For clarity, We are not responsible for any interactions with our health professionals that are not conducted through the Service.
Breach of our fair use policy
In the event You do not follow any terms of the fair use policy, we may take some or all of the following actions:
issue a warning to You;
agree specific limitations to your use of the Service;
suspend or terminate our Service to You;
take legal action; and/or
disclose such information to law enforcement authorities if we reasonably believe this is necessary or if required by law.
Industrial Property, Domain Protection
The “TELADOC HEALTH UK LTD” brand is duly registered as a national brand, meaning that the domain is protected against any malicious intent. Aviva Smart Health is a UK registered Trademark of Aviva Brands Limited with Registration No. UK00004084270.
Intellectual Property
All intellectual property rights in the Service and App/Portal throughout the world belong to Us and the rights in the App/Portal are licensed (not sold) to You to enable You to use the App/Portal in accordance with these Terms. You have no intellectual property rights in, or to, the App/Portal other than the right to use the App/Portal in accordance with these Terms.
We license You to use the App/Portal only as permitted by these Terms and draw your attention to the Licence Restrictions below.
Licence Restrictions
You agree that You will not:
rent, lease, sub-license, loan, provide, or otherwise make available, the App/Portal in any form, in whole or in part to any person without prior written consent from us;
copy the App/Portal, except as part of the normal use of the App/Portal or where it is necessary for the purpose of back-up or operational security;
translate, merge, adapt, vary, alter or modify, the whole or any part of the App/Portal, nor permit the App/Portal or any part of them to be combined with, or become incorporated in, any other programs, except as necessary to use the App/Portal on devices as permitted in these Terms.
You agree that You will:
comply with all applicable technology control or export laws and regulations that apply to the technology used or supported by the App/Portal.
Communications
The Service, including the App/Portal, has safeguards that are intended to prevent unauthorised parties from being able to access or read messages. However, keeping messages secure depends on two important factors. First, We need You to make sure We have your correct email and contact details and You must inform Us if these details ever change. Second, You should keep your App/Portal username and password confidential and not share with others. If You think someone knows your password, You should notify Us at generaladmin@teladochealth.com and promptly log into the App/Portal and change it.
You will receive an email whenever You have scheduled an appointment through the App/Portal. The e-mail will not contain confidential health information, but it will prompt You to sign into the App/Portal.
We may communicate with You through the App/Portal or by email, text message / SMS or phone call.
Termination or Suspension
Teladoc reserves the right to suspend or terminate your use of the Service, including the App/Portal:
if the Service is unavailable for reasons outside our control;
if You do not comply with the terms governing use of the Service App/Portal set out in these Terms. If what You have done/not done (as the case may be) can be put right We will give You a reasonable opportunity to do so.
You may deactivate your account for any reason at any time by sending an email to ukdpo@teladochealth.com.
After termination, We will have no further obligation to You to provide the Service.
If We end your rights to use the Service You must stop all activities authorised by these Terms, including your use of the App/Portal.
Modification to these Terms and the App/Portal
We may need to change these Terms sometimes: for example, when the rules regulating our services change, in order to ensure the App/Portal is secure and your information is safe, or when We update or modify the Service provided through the App/Portal.
We do not guarantee that the Service or the App/Portal, or any content on it, will always be available or be uninterrupted.
From time to time We may automatically update the App/Portal to improve performance, enhance functionality, reflect changes to the operating system or address security issues. Alternatively, We may ask You to update the App/Portal on your device for these reasons. If You choose not to install such updates or if You opt out of automatic updates You may not be able to continue using the App/Portal.
Our liability to You
If We break any of these Terms and You suffer loss or damage, We are responsible for compensating You for that loss or damage if it was a foreseeable result of our breaking these Terms. We are not responsible for compensating You for loss or damage that is not a foreseeable result of breaking these Terms. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time You accepted these Terms, both We and You knew it might happen.
We do not exclude or limit in any way our liability to You where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
To avoid doubt, We assume no responsibility for any liability that may arise from malicious use made by a third party that connects to the App/Portal. We are not responsible for any loss or damage that might result from improper use of our App/Portal.
The Service is for domestic and private use only. If You use the Service for any commercial, business or resale purpose (which would mean You would be breaking these Terms by doing so), We will have no liability to You for any loss of profit, loss of business, business interruption, or loss of business opportunity.
The App/Portal may contain links to third party websites which are not provided by Us. Such independent sites are not under our control, and We are not responsible for and do not endorse their content or their privacy policies (if any). You will need to make your own independent judgement regarding your interaction with any third party websites, including the purchase and use of any products or services accessible through them.
General Provisions
Binding agreement. These Terms constitute a binding agreement between You and Teladoc and constitute a complete and exclusive statement of the Terms of the agreement between You and Teladoc regarding the Service.
Assignment. We may transfer our rights and obligations under these Terms to another organisation, but We will always notify You in writing if this happens, and this will not affect your rights under these Terms. You may not transfer your rights and obligations under these Terms to someone else. If You sell or otherwise transfer any device on which the App/Portal is installed, You must remove the App/Portal from it before You do so.
No rights to third parties. These Terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term set out in them.
Waiver. If We fail to enforce any of our rights, that does not result in a waiver of that right.
Headings. The headings contained herein are for convenience of reference and shall not affect in any way the meaning and interpretation of these Terms.
Severability. If a court or other authority decides that some of these Terms are unlawful, the rest of these Terms will continue to apply.
Laws that apply to these Terms and where You may bring legal proceedings. These Terms are governed by English law and You can bring legal proceedings in respect of it, at any time, in the English courts.
Questions
If You have any questions regarding these Terms then You can contact Teladoc on +44 (0) 203 499 0736, by email at generaladmin@teladochealth.com or by writing to Us at 18 King William Street, London, England, EC4N 7BP.
Last modified: 17th February 2025
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