Terms & Conditions



Please read these terms carefully so that you understand them. These terms cover all the services we provide to you through our healthcare app and our website dr-iq.com. You will be asked to accept these terms as part of App registration and when you use our services. These terms should be read in conjunction with our Privacy Policy

There are some important limitations on our obligations set out in these terms. The most important of these are:

  • Some conditions may not be contained within the Clinical Pathways. We recommend that you check our FAQ section prior to use of the services which may help you in assessing their suitability in relation to your .
  • We need certain information from you in order to provide services (see section 5 below)
  • We can't take responsibility for laws outside England and Wales governing access to our services. Some of our services are specifically designed for use in the UK and if you use them elsewhere you should check in your country or region that it is appropriate and lawful for you to do so.
  • The App and Website is not suitable for managing medical emergencies.
  • The App and Website is not suitable for unrestricted use by persons under 16

We may amend these Terms from time to time as set out in section Please check to ensure you understand the terms that will apply at the time you enter into any transaction with the Company.
These terms include descriptions of each section, in bold text. These descriptions are to help you understand the terms but they are not part of the terms.

ABOUT US

  • We are AT Technology Services Limited (“ATTECH”), a limited company registered in England and Wales (number 0505758). Our registered office and our principal place of business is 26-28 Streatham Place, London, SW2 4QY
  • You can contact us by telephone at 0208 678 5633 or by email at info@dr-iq.com. If you need to write to us or send us a notice under these terms you can do so by email or writing to the above address.

WHAT WE DO

  • We have developed “Dr I-Q”, our intelligent clinical assistant that allows you to gain access to your GP/Medical Practice (“the Practice) without having to request an appointment. By downloading the application or using the dr-iq.com you will find a more convenient way of communicating with your Practice. We have developed a diagnostic therapeutic treatment algorithm (“Clinical Pathways”) for common conditions that patients regularly present with. At the beginning of each Clinical Pathway, we will assess your suitability for using Dr- IQ and tell you if it would be better to speak to a GP or attend at the surgery in person.
  • If the Clinical Pathway is suitable for your needs, the matter can be dealt with without any further interaction with the surgery.
  • The information you enter is reviewed by the practice and will be stored on your medical records that are held at the Practice

RELATIONSHIP WITH THE MEDICAL PRACTICE

You may access our services because you are a patient of the Practice.

OUR SERVICES

What our services cover, and what you need to check yourself when you use our services

  • Our services include Clinical Pathways for conditions that patients regularly present with. We provide an online healthcare assessments, consultations (video/audio or chat facility), information and access to diagnostic tests and kits, and healthcare products.
  • Our services are provided using qualified medical professionals based in the UK.
  • We provides an email, online video/telephone medical consultations, information and prescription and referral service for patients.
  • The services are delivered through our domain dr-iq.com and the DrIQ app together with our cloud-based platform.
  • DrI-Q does not provide any emergency services or care for acute medical conditions or where treatment / diagnosis in-person is required. Dr-IQ team may refer you for appropriate services provided by independent providers or our Partners with your consent.
  • The services are in no way designed to replace the services of your regular in-person doctor or General Practitioner ("GP") or hospital.
  • You may be issued with a prescription for medicine by a DrI-Q consultation team; you may also be prompted by us to use a pharmacy Partner for delivery or fulfilment of prescription medicines. The will use their best endeavours, based on the medical history you have provided and the symptoms you describe to prescribe medicine appropriate for your condition. However, Dr-IQ shall not be responsible for ensuring that you receive the medicine you are prescribed or that the medicine you receive is the same as that prescribed by the doctor.
  • Dr-IQ is not responsible for any instructions in relation to the medication provided by a pharmacist or anyone else associated with the provision of medication you have been prescribed.
  • We provide our services remotely, using our App and Website and remote communication methods such as email. Our services include:
    • Remote video and audio consultations with our Medical Practitioners
    • The ability to enter questions and symptoms to determine the best course of action for your healthcare needs
    • The ability to ask questions of our Medical Practitioners
    • Access to healthcare tests, medicines and kits
    • Access to your healthcare records with us
  • Some medical conditions are not suitable for remote consultations, and you should always seek advice from a Medical Practitioner in person if you are unsure about whether you have been able to explain or communicate your medical needs through our services, or if you have any concerns about the advice you receive from us or if it is different from other advice you have received. All services are currently only provided in English.
  • You should not use our services in an emergency, or if you have a condition that you know will require a physical examination.
  • Except for our remote consultation services, our information services provide healthcare information and not medical advice. They tell you about health conditions, their possible causes and available treatments. They do not diagnose your own health condition or make recommendations for treatment for you. If you use our information services, we recommend you also seek the advice of a Medical Practitioner on your treatment, but whether you do so or not is up to you. You shouldn't take or stop taking any action (such as taking medicines) based on information from our services.
  • We strongly encourage you to discuss any advice you receive from us with your GP or usual Medical Practitioner.
  • We provide our services using reasonable skill and care from appropriately qualified, and experienced, staff and Medical Practitioners. If you think that our services have not met this standard, please contact us as soon as possible.
  • Medical Practitioners include GPs, registered nurses or accredited specialists registered with the General Medical Council or other appropriate professional register, who have committed to provide services in accordance with clinical best practice and applicable professional standards.
  • Medical Practitioners will not prescribe medicines unless it is, in their judgement, in their patient's best interests (and may not be able to prescribe medicines on the basis of a remote consultation).
  • We protect your personal healthcare information in accordance with our Privacy Policy and applicable standards on the handling of personal data in the UK.

WHAT WE NEED FROM YOU IN ORDER TO PROVIDE SERVICES

We can't provide our services without certain information and other things from you

  • We can only provide the services in accordance with these terms if you provide us with the information we need in order to help you. You will need to give us information about you by filling in a form to register your details on our website/ app. This will include information about your age, date of birth and address.
  • You will be required to register with us on our app or website and create a personal secure online patient record. We reserve the right to suspend or terminate access at any time if we believe that your continued use of our services will prejudice others or us.
  • By registering with us, you agree to ensure that:
    • Any information you give to or enter into the App is accurate and in English
    • If you have any concerns about the services we provide you or any information in the App or the Website, you seek further medical advice from your GP or another medical professional
    • You follow any instructions you are given.
    • You keep your username and password confidential and take reasonable steps to protect and not to share your login details with anyone
  • We tailor our services to suit you and rely on an accurate record of your use of services in order to do this. Please do not therefore register more than once for our services.

MEDICINES

How medicines are prescribed to you

  • In the United Kingdom, services are provided by qualified doctors registered with the UK’s General Medical Council who are permitted to prescribe medicines without meeting the patient face to face.
  • If you require a prescription for controlled drugs (as defined by the misuse of drugs act 1971) you will be asked to attend at the Practice in person for a face- to- face consultation.
  • Our Medical Practitioners may determine that you require a face- to – face consultation before prescribing medication. If this is the case, you will be invited to make an appointment at the Practice.
    • Request that we send your prescription to a pharmacy near to you, for you to collect during normal opening hours; or
    • Request that one of our affiliates fulfil the prescription and deliver the prescribed articles to you.
  • If you choose to have your prescription sent to a pharmacy that is near to your location, we will make reasonable attempts to contact that pharmacy and have the prescription sent to the chosen pharmacy within an hour.
  • We will use reasonable efforts to deliver the prescription to your device or to a nearby pharmacy promptly but we are not connected with and have no control over or responsibility for any individual pharmacy, their policies in relation to acceptance or otherwise of prescriptions, opening hours, cost or availability of medicines prescribed. There are a number of factors which may impact on which pharmacy is chosen and there can be no guarantee that a pharmacy to which the prescription is delivered (if that option is chosen) will be the nearest pharmacy.
  • Our Partner dispensing chemists are not part of our organisation and, to the extent permitted by law, we disclaim responsibility for their acts and omissions.
  • We will always notify your registered GP of any medicines that we have prescribed.
  • In an emergency situation, we may need to contact a healthcare professional, social services or the emergency services without your consent.
  • When you are prescribed medication, you will ensure that you will:
    • Protect the medicine - Ensure that no-one other than yourself has access to any medicines that are prescribed to you.
    • Expiry date- Ensure that any medicines prescribed in advance of need are not used beyond their expiry date.
    • Notify side-effects - To inform Dr-IQ team via your online patient record if you experience any side-effects from any medicines we make available to you or if you think that any medicine we made available to you has not been effective.

TECHNICAL REQUIREMENTS FOR USING THE APP

The App includes software provided by people other than the Company, and uses certain data that you provide to it in order to work

  • The App operates only on iPhone version 4S or higher running iOS 9.3 or higher, or Android-enabled phones running Android v4.2 or higher. It requires a consistent 4G or faster data connection and does not operate reliably on 3G, GPRS or EDGE connections.
  • We recommend that if you are using a wireless network to access the App, you avoid use of public wi-fi facilities in favour of a personal wi-fi connection, and that the wireless network is secured with WPA-2 security. We recommend that the device from which you access the App is password protected, set to lock after a short period of inactivity, and protected with suitable anti-virus and anti-malware software.
  • From time to time, updates to the App may be made available to you. We recommend that you use the latest version of the App at all times, to take advantage of the latest enhancements. Depending on the update, you may not be able to use the services until you have downloaded or streamed the latest version of the App and accepted any new terms.

REGULATION OF OUR SERVICES

Accessing our services outside the UK

  • Our services are available to any adult.
  • Our services are provided from facilities in the UK.
  • Please do not access our services from outside the UK. We provide our services in compliance with UK law and regulations and cannot take responsibility for any differences between those rules and any different rules applying to healthcare services anywhere else.

CHILDREN AND OUR SERVICES

Adults can use our services on behalf of children, but children shouldn't use our services themselves

  • Our services are for use by adults over the age of 18.
  • Children under 16 may have an account opened for them by a parent or legal guardian, if it is linked to the parent or guardian's account and if the parent or guardian supervises the child's use of our services at all times.
  • We may suspend services or terminate user accounts if we reasonably suspect that they are being used in breach of the restrictions in this section.

LIMITS ON OUR SERVICE

Other limitations and restrictions on the use of services

  • We do not guarantee the availability of any particular Medical Practitioner at any particular time.
  • If you choose to submit details about your symptoms in the App, the information returned is on the basis of general healthcare information and not as personalised health advice for you. It is important to read the FAQs prior to using the App so that you can assess whether it is suitable to use the services based on your symptoms. Where the information returned recommends that you seek further medical advice, you acknowledge that you are responsible for seeking such advice from your GP or other medical professional.
  • Medical Practitioners may hold different clinical opinions on the same medical condition or symptoms and provided these opinions are reasonably held, the fact that two or more Medical Practitioners give different opinions in the course of service provision does not necessarily indicate that our services are defective.
  • We do not tolerate abuse or offensive behaviour towards Medical Practitioners.
  • Our services are designed to be accessed remotely and are not designed for non-English speakers, for excessive use (having regard to the typical use pattern for our services in our reasonable opinion) or inappropriate use.
  • We may need to ask you for certain personal information in order to provide our services. If you do not provide this information when requested, we may be unable to provide our services.
  • The App has not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.
  • The App is not a medical device. While certain information controlled, generated by, displayed within or stored in the App may be helpful in providing warning of certain medical or health conditions or circumstances, the App is not designed, nor may you use it as, a device to detect, diagnose, treat or monitor any medical or health condition or to establish the existence or absence of any medical or health condition.
  • We may suspend your access to services or terminate your account with us if your use of services breaches any of these terms.

ACCESSING OUR SERVICES

How to access our services, and limitations and other terms concerning access

  • Our services are accessed remotely using the internet, data networks and devices which can access the internet (Infrastructure) and operate the App and our Website. We make the App and our Website available for access using Infrastructure, but are not responsible for Infrastructure ourselves. If you wish to use the services, you should ensure you have an internet-enabled device and a sufficient internet connection available.
  • You are responsible for making all arrangements necessary for you to have access to our services.
  • Technical or security threats or issues affecting the Infrastructure may require us to suspend our services in order to ensure they are secure and/or operating optimally. We will minimise these suspensions, but are not responsible to refund charges or compensate you if they occur, unless they exceed 30 days in aggregate in any 12 month period, in which event you may cancel your agreement with us.
  • When you use the App or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices, alerts, prompts, information fields or other information through the App.
  • We operate anti-virus and malicious software prevention measures on the Website and our App, but we cannot guarantee that our services will always be virus-free. You should ensure that your devices used to access services are protected against viruses and malicious software. You must not use or expose the App or the Website to virus or malicious software contamination.
  • You must not attempt to gain unauthorised access to the services, App or Website. Installation of the App on a device that has had its operating system compromised by the process of Jailbreaking (Apple iOS) or Rooting (Android) is not permitted and may result in the security of your personal data being compromised.
  • You are only permitted to use the service for domestic and private use. You agree not to use the service for any commercial, business or re-sale purpose.

CHANGES TO THESE TERMS

What happens if we change these terms

We may need to change these terms sometimes: for example, when the rules regulating our services change, in order to ensure that our services are secure and your information is safe, or when we update or modify our services or our Charges.

HOW WE MAY USE YOUR PERSONAL INFORMATION

How we use your information

  • We use the personal information you provide to us to:
    • Provide the App, the Website and our services;
    • To review and enhance the quality of the App and our services and products, including monitoring compliance with clinical care standards, improving our algorithms, and other forms of artificial intelligence;
    • Communicate with Medical Practitioners and our Partners, dispensing chemists, partner pathology (testing) providers, and suppliers or subcontractors of Products, where necessary in order to provide our services;
    • Process your payments to us;
    • Review and enhance the quality of the services, including monitoring compliance with clinical care standards;
    • Comply with our obligations to the regulators of our services and Practitioners, including the General Medical Council, the Care Quality Commission, or as otherwise required by law or regulation;
    • Where you request it or have otherwise consented, provide it to your insurers who may contribute to the cost of the Products or Services you request to use;
    • Provide information to your other healthcare providers; or
    • Detect fraud.
  • We only use your personal information in accordance with our Privacy Policy . For details, please see our Privacy Policy. Please take the time to read this, as it includes important terms that apply to you and are integrated into these terms.
  • We will not provide your personal information to any other persons or use it for any other purpose except as set out in this term and in the Privacy Policy.
  • We may use anonymised data for purposes including (without limitation) research.

LOCATION DATA AND USE OF THE APP

How the App uses your data

  • By using the App or any of the services, you consent to us collecting and using technical information about the devices and related software, hardware and peripherals for services that are internet-based or wireless to improve our products and to provide any services to you.
  • Certain services may make use of location data sent from your devices. You can turn off this functionality at any time by turning off the location services settings for the App on your device. If you use these services, you consent to our transmission, collection, maintenance, processing and use of your location data and queries to provide and improve location-based products and services. You may withdraw this consent at any time by turning off the location services settings on your device.

CONSULTATION RECORDINGS

We may record consultations and this explains why

  • We may utilise consultation recordings for audit and quality monitoring purposes.
  • We may record consultations, activity and data inputted in the App and website for the purposes of providing our services, ensuring the quality of the services we provide and giving you access to recordings of your use of services.
  • Consultation recordings should not be published on social media or any other media sharing platforms. If you breach this term, we may suspend access to the services, terminate your account and may take legal action against you.

LIMITATIONS ON SERVICE PROVISION

Sometimes, you will not be able to receive services – this section explains why

  • We may not be able to provide our services if they are affected by events outside our control. We are not responsible to you if this happens, but if it does, we will notify you as soon as we can and take the steps that we reasonably can to minimise the interruption to our services.
  • If there is the risk of a delay of more than 2 weeks to service performance, you may cancel your agreement with us (and we may do the same).

OUR LIABILITY TO YOU

Because these terms are part of a binding legal agreement, we must compensate you for loss you suffer if our service doesn't comply with these terms. However, we don't compensate you for all losses. This section is important as it explains those things.

  • 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.
  • We are responsible for compensating you for personal injury or death caused by our negligence or that of our Practitioners or employees, and for defective products where we are legally responsible for their supply.
  • We will not be liable for any loss or damage resulting from defective digital content where you have failed to follow our use instructions or advice in these terms.
  • We supply the services for private personal use and we are not responsible for any losses you suffer arising out of the use of the services which are business losses.
  • We are not responsible for any delays outside our control. If our supply of the service is delayed 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 delay.
  • We design our services, the App and the Website to keep your personal health data secure and it is important that you follow the use instructions and advice in these terms in order to keep your data safe. We are not liable for loss or unauthorised access to your data where it results from you not following these use instructions and advice.

OUR BRAND AND CREATIVE MATERIAL

The basis on which you use our App, Website and services

  • We own copyright and other intellectual property rights in the App, Website, our services and their content, including recordings of consultations (ATTECH IPR).
  • You are permitted to use ATTECH IPR in order to receive our services, store it on your device and print copies of it for your personal use. You may communicate material containing ATTECH IPR to your GP or another Medical Practitioner. You are not permitted to copy, distribute or make any business use of ATTECH IPR. You must not remove or obscure any notices regarding ATTECH IPR.
  • The mark, logo, combined mark and logo and other marks indicated in our App are our trademarks of the Company or its affiliates in the United Kingdom and other countries. Other graphics, logos, page headers, button icons, scripts, and service names are trademarks of other businesses or our affiliates or Partners.

LICENSE AND APP USE

You are allowed to use the App but not copy it or distribute it

  • We grant you a limited license to access and make personal use of the App and not to modify it, or any portion of it, except with our express written consent of the Company. This license does not include any resale or commercial use of the App or its contents; any derivative use of the App or its contents; or any use of data mining, robots, or similar data gathering and extraction tools.
  • The App or any portion of the App may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent. Any unauthorised use terminates the permission or license granted by the Company.
  • You may not use any logo or other proprietary graphic or trademark of ours, our Partners or affiliates without our express written permission.
  • The App or any Service may contain links to other independent third-party websites (Third-party Sites). Third-party 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 Sites, including the purchase and use of any products or services accessible through them.

CANCELLATION BY YOU

You have certain rights to cancel your agreement with us, which this section explains.

  • You may cancel your registration with us.
  • If you want to cancel your agreement under this section, you must give us notice by calling us on 0208 678 5633 or by email at info@dr-iq.com.

CANCELLATION BY US

  • We may end your agreement with you:
    • If the services are unavailable for reasons outside our control.
    • If you do not comply with the conditions on use of services set out in these terms;
    • If you break any other term of this agreement and do not make good that break within 7 days of when we ask you.

COMPLAINTS AND DISPUTES

What happens if you have a complaint about our services or disagree with us about anything to do with these terms

  • You can always give us feedback on our services by contacting us at 0208 678 5633
  • If you have a complaint about our services, we would like to resolve it as soon as possible. Please tell us about your complaint as soon as you can so that we can do this.
  • c) If you wish to make a formal complaint about our services, you should do so as soon as possible info@dr-iq.com. We may ask you for certain details about you and your complaint in order to address it. Please provide these as soon as you can so that we can resolve your complaint quickly.
  • Our Medical Medical Practitioners are registered healthcare professionals, and we will handle your complaint in an appropriate way, as we are required by the professional rules applying to our Practitioners and to our services and following our Complaints Procedure.
  • We will tell you the outcome of our investigation into your complaint and give you the chance to discuss it with us.
  • If any disagreement between you and us arises in connection with these terms, we will attempt to resolve it by discussing it with you.
  • If we have not resolved a disagreement about these terms, or a complaint about our services, either of us can refer the dispute to mediation in accordance with the Centre for Effective Dispute Resolution's independent mediation scheme for patients (see https://www.cedr.com/consumer/healthcare/mediation/introduction).
  • You may also submit a disagreement with us for online resolution to the European Online Dispute Resolution platform at https://webgate.ec.europa.eu/odr (or search "odr Europe").
  • These Terms are governed by English law. You can make a claim relating to our services in English courts. If you are a resident of Northern Ireland you may also make a claim in Northern Ireland's courts and if you are a resident of Scotland, you make a claim in Scotland's courts.

OTHER IMPORTANT TERMS

Other provisions explaining how we may exercise our rights under these terms

  • We may transfer its 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.
  • As our services are personalised, you may only transfer your rights or your obligations under these terms to another person if we agree.
  • The agreement for our services is between you and us, and no-one else. Only you can enforce that agreement
  • If we fail to enforce any of our rights, that does not result in a waiver of that right.
  • If any provision of these terms is found to be unenforceable, all other provisions shall remain unaffected.
  • These terms and any dispute, claim or obligation (whether contractual or non- contractual) arising out of or in connection with these terms, it subject matter or formation are governed by English law and you and we submit to the exclusive jurisdiction of the English courts to the extent permitted by applicable law.