Terms and conditions - Legacy

Thank you for visiting https://herohealthsoftware.net/ or accessing our App (the “Site”), which is operated by Hero Doctor Limited trading as Hero Health, registered in England and Wales under company number 10924177 (“Hero”, “us” or “we”). These terms and conditions, together with any documents referred to within (the “Terms”) govern your use of our Site.

If you do not set up an account with us, by using our Site, you agree to comply with these Terms. If you do set up an account with us please tick the relevant box when setting up your account to confirm you agree to comply with these Terms. Our mission is to provide software for patients to find, book and (where necessary) pay for appointments, and for practices to manage bookings and process billing and payments for the delivery of healthcare services.

We connect patients with healthcare professionals (e.g., GPs, Nurses, Clinical Psychologists) delivering healthcare services around the country. We enable patients to check live appointment availability and instantly book (and where necessary pay for) healthcare appointments online. When you set up an account with us we provide you with a portal where you can manage bookings purchases and memberships, view receipts, manage connections to other users within the system, update your personal details, pay for unpaid invoices etc.

We’ve worked hard to make sure these Terms are easy to understand and avoid legal jargon. Please read them carefully because they are legally binding.


1.1 You can access our Site without setting up a patient account. However, in order to benefit most from the services on our Site you must create a Hero account (either as a Patient or as an Organisation). This requires you to input basic information about yourself and/or your organisation. For further details about what information you input and how we use and look after it, please see our Privacy Policy

1.2 When you create an account, you must treat such account information, including your password, as confidential and must not disclose it to any third party. You must promptly notify us if you suspect anyone else has obtained access to your account. You must immediately notify us if your password has been stolen or compromised by sending an email to notifications@herohealth.net. You may also be able to connect to the Site through a third-party service, such as Facebook or Google or through a health care provider site.

1.3 Where you connect to our Site through a third-party service, if you tick the relevant box when setting up your account, you give us permission to access and use your information from the health care provider for the purposes of providing you with our service – this may include sharing your information with other health care providers upon your request. Please refer to our Privacy Policy for details of what data we access from your health care provider. Hero has no control over the content, accuracy, privacy policies, or practices of or opinions expressed by any such health care provider and therefore takes no responsibility for them.

1.4 We permit access to our Site to you on a temporary basis, and we reserve the right to withdraw your access or amend the content we provide on our Site without notice. We will not be liable if for any reason our Site and content is unavailable at any time or for any period.

1.5 Your right to access and use the Site will be ended immediately if you breach any of these Terms.


2.1 All content as described in this section 2 that is accessible on the Site is provided on an “as is” basis by reputable health care specialists for general information only. Hero does not make any assurances that content posted from third-parties on the Site is true. This is particularly relevant to professional qualifications, medical content, the quality of the healthcare provider’s work, price information, insurance coverage, or other services listed through Hero. In no event shall we be liable to you for any decision made or action taken by you in reliance on such content. We also do not in any way endorse or recommend any individual or entity listed or accessible through our Site.

2.2 You will be able to access content on our Site including information about:

2.2.1 Appointments (such as scheduling a video consultation with a GP)

2.2.2 Products (such as home blood test kit, home PCR test kit)

2.2.3 Services (such as membership at a practice and information about each practice)

2.2.4 Practitioner and practice profiles which will allow you to select a service provider

2.3 Content posted on Hero’s channels is intended to be useful but is in no way a substitute for professional medical help, diagnosis or treatment. Nothing posted on the Site should be taken as a replacement for seeking help from a medical professional. If you rely on any content provided on the Site, you do so solely at your own risk. It is not intended to amount to advice on which you should rely.

2.4 We are not responsible for any content which is not published by us and have no control over content of any third party sites or resources linked to our Site.

2.5 Our Site may include information and materials uploaded by other users of the Site. This information and these materials have not been verified or approved by us. The views expressed by other users on our Site do not represent our views or values.

2.6 We are the owner or the licensee of all intellectual property rights in our Site, and the content published on it. Those works are subject to copyright and are protected by worldwide intellectual property laws. All such rights are reserved.

2.7 You may print off one copy, and may download extracts, of any page(s) from our Site solely for the purposes of evaluating our products and services for your own purposes, on the basis no content is modified in any way and any proprietary notices are not removed.


3.1 The purpose of our Site is assisting you with choosing, booking and where necessary paying for healthcare specialists. We are not responsible for the delivery of any medical services that are booked on this Site and have no liability for the outcome of any such services.

3.2 Cancellations. If you wish to obtain a refund for a cancelled appointment this will be subject to the provider’s terms that you signed up when booking the appointment. You should contact the relevant healthcare provider directly.

3.3 Although we make reasonable efforts to update the information on our Site, we make no representations, warranties or guarantees, whether express or implied, that the content on our Site is accurate, complete or up to date.


4.1 You acknowledge that you are solely responsible for interactions with other users of this Site (if any), and that you are solely responsible for all content you publish or post to this Site or transmit to other users of this Site.

4.2 Public content you upload to our Site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but by providing content to the Site, you are granting us and other users permission to use that content for the purposes that it is provided, including publishing the content on the Site and as otherwise permitted in accordance with these Terms.

4.3 We are not responsible for any medical information that is entered onto the Site by you. This is only accessed and reviewed by our in-house support team as part of managing the Site and the relevant healthcare professional and their practice.

4.4 You are solely responsible for securing and backing up any content you upload onto the Site.

4.5 We reserve the right, but have no obligation, to reject or remove any content that does not comply with these Terms.

4.6 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.

4.7 You agree not to post, distribute or reproduce in any way any copyright material, trademarks or other proprietary information without obtaining the prior consent of the owner of such proprietary rights.

4.8 You will not submit any content that contains offensive, obscene or otherwise unlawful references, offensive language, or other material that we may consider could bring us or the Site into disrepute.

4.9 You agree not to transmit any chain letters, spam letters, or junk email to other users, and not to participate in mischievous or malicious behaviour which causes damage or may cause damage to us or this Site or any of the computer systems on which this Site resides.

4.10 You agree not to knowingly introduce viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to this Site, the server on which this Site is stored or any server, computer or database connected to this Site. You must not attack this Site via a denial-of-service attack or a distributed denial-of-service attack.


5.1 Access to the Site is free, but you are responsible for your healthcare charges and expenses when you book an appointment with a healthcare provider.5.2 When you make a payment with a healthcare provider through our Site you understand that your card details will be stored securely by our payment processers, Stripe (PCI Level 1 Service Provider) and GoCardless and that healthcare providers may initiate payments on your behalf through the Site. These payments may be taken on a one-off or recurring basis depending on your agreement with your healthcare provider. You understand the payment amount will be determined by your healthcare provider. Please review the payment provider’s terms and conditions before using this payment service. You are solely responsible for providing accurate information to these payment providers.5.3 As the transactions that take place through the Site are between you, the patient and the healthcare provider, it means any disputes that arise between you and the healthcare provider must be resolved without Hero’s involvement.5.4 In addition to our rights in these Terms, we may take any legal action and implement any technological measures to prevent breaches of the restrictions set out in these Terms and to enforce these Terms.


6.1 We do not provide medical advice. When you use our Site, you acknowledge that Hero is not responsible for the provision of medical advice received from health care providers as a result of you accessing content and booking appointments with healthcare providers on our Site.6.2 We are not responsible for the conduct of our providers. We encourage our providers to use the Site responsibly but have no control over any of the healthcare providers at any particular time. We will not be liable for cancelled or otherwise unfulfilled appointments, or any injury or loss resulting from them. Please refer to the terms and conditions of your healthcare provider.6.3 We are not responsible for your choice of provider. We take no responsibility for whether your choice of provider is suited to your particular needs. We are not responsible for showcasing doctor’s specialities, experience, qualifications, licenses and other information that may be important to the user.6.4 We don’t exclude or limit our liability to you to the extent it would be unlawful to do so. This includes liability for death or personal injury caused by us due to our negligence, fraud, or breach of your consumer rights.6.5 Subject to the 6.4 above, we exclude all implied conditions, warranties, representations or other terms that may apply to our Site or any content on it and will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:6.5.1 use of, or inability to use, our Site; or6.5.2 use of or reliance on any content displayed on our Site.6.6 In particular, we will not be liable for loss of profits, sales, business, or revenue; business interruption; loss of anticipated savings; loss of business opportunity, goodwill or reputation; or any indirect or consequential loss or damage.6.7 We do not guarantee that our Site will be secure or free from bugs or viruses. You should use your own virus protection software.6.8 Updating our Site and these Terms. We may update and change our Site from time to time to reflect changes to our services, our users' needs, changes in the law, regulatory requirements and our business priorities, which may also require changes to these Terms. Every time you wish to use this Site, please check these Terms to ensure you understand the terms that apply at that time.

6.9 What laws apply to these Terms?
These Terms are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts.