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Terms & Conditions

These terms and conditions will apply to the provision by Teladoc Health UK LTD (hereinafter “Teladoc or us”) of Smart Health from AIG Life Limited (“AIG”) (hereinafter the “Service”) to  insured persons covered under an insurance policy provided by AIG, their spouses, civil partners and dependants, or AIG employees who register for the use of the electronic App/Portal.

Please read these terms and conditions carefully and make sure that you understand them.

You will be asked to agree these terms and conditions before registering on the App/Portal. By clicking “I AGREE” you are entering into a legally binding agreement with Teladoc Health UK LTD and expressly accepting these Terms and the Privacy Policy.

Acceptance of these terms and conditions is a condition of use for the Service.

Smart Health from AIG

The purpose of the App/Portal is to make routine, non-emergency communication more convenient and to provide you with fast and secure access to our Health Professionals.

Access to the Service is a non-contractual benefit and does not form part of the insurance cover provided by AIG under an insurance policy or an employee’s contract of employment. The Service can be changed or withdrawn at any time without notice.

Emergencies

In case of a medical emergency, do not use the App/Portal to communicate with us. 

Please dial the relevant local emergency number for the country you are in, and then contact your treating doctor. 

Service limitation/restrictions

The App/Portal has, by its own nature certain limitations/restrictions regarding the Service and does not replace face-to-face consultations with your treating doctor or 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.

You are responsible for providing the Healthcare Professionals with the information that they advise is required in order to provide you with the Service.

If following use of the App/Portal, you have doubts or concerns regarding the professional advice/service provided, or regarding your health and wellbeing, please seek further medical assistance in a regular face-to-face consultation.

As with any other healthcare service, no results can be guaranteed or assured.

Geographical restrictions

You should check whether you are entitled to access our services in the territory where you are. Teladoc makes no representation that the Service available through the App/Portal is appropriate, legal or available for use in all and any location.

Privacy

Teladoc provides its services in compliance with EU Data Protection laws and US HIPPA regulations. It does not, however, take responsibility for any differences between those rules and any different rules applying to healthcare services anywhere else.

Prescriptions

Subject to the applicable law, Health Professionals may issue prescription for medicines only when, in their professional judgement, it is in your best interest to receive the medicine, and always in accordance with the Teladoc Prescription Policy.

You agree that: (i) any prescriptions you acquire from a Health Professional are solely for your personal use; (ii) to carefully read the product leaflet; and (iii) to contact your treating doctor, primary healthcare practitioner or pharmacist should you have any questions regarding the prescription.

For further information regarding prescriptions through the App/Portal, please refer to Teladoc’s Prescription Policy.

User Account and Eligibility

When registering on the App/Portal you will be required to create an account by providing us with your preferred email address. You will then receive an email with login credentials to the App/Portal.

To create an account, you confirm that you are older than 18 years of age. If you are under 18 years of age, you may not register 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 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 any User under the age of 18 must be the User’s parents or legal guardian.

If you register as the parent or legal guardian, you will be fully responsible for complying with these Terms.

Acceptable Use Policies

You agree not to use the App/Portal for any purpose other than to communicate with us about your case.

In particular, you agree that you will not attempt to: 

  1. impersonate any person or entity, or misrepresent your affiliation with a person or entity;
  2. use the App/Portal or the Service to violate any laws or regulations
  3. decompile, reverse-engineer, disassemble or translate any software or other components that the App/Portal or the Service utilizes;
  4. distribute viruses or other harmful computer code through the App/Portal;
  5. 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.

In addition, you agree to refrain from abusive language and behaviour which could be regarded as inappropriate when communicating with anyone through the App/Portal, and you agree to refrain from contacting Health Professionals outside of the App/Portal. For clarity, we are not responsible for any interactions with Health Professionals that are not conducted through the App/Portal.

Intellectual Property

All copyright material contained within this App/Portal is the property of Teladoc. Any access to this material by you does not entitle you to any license or right for the reproduction and/or distribution and you must not do so without explicit, prior written consent from Teladoc, which may constitute a serious offence of Intellectual and industrial property.

Communications

The App/Portal has safeguards that are intended to prevent unauthorized parties from being able to access or read messages while they are in transmission. However, keeping messages secure depends on two important factors. First, we need you to make sure we have your correct email and contact data and you must inform us if it ever changes. 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 dpo@teladochealth.com and promptly log into the App/Portal and change it.

Depending on your preferred method of communication, you will receive an email or phone call 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.

Please do not use your regular email account to send us confidential information (such as your health details) since regular email is not sufficiently secure. Any document containing health information should only be provided through the App/Portal.

Messages and files sent and received through the App/Portal may be included in our records and may be deleted in accordance with our records retention policy.

The operation of 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 contact us through the phone number in the contact us at +44 (0) 203 499 0167.

Termination

Teladoc reserves the right to suspend or terminate your use of the App/Portal and/or your account for any reason at any time.

You may deactivate your account for any reason at any time by sending an email to dpo@teladochealth.com.

After termination, we will have no further obligation you provide the Service.

Modification, discontinuation or suspension of the App/Portal

We may modify, discontinue, or suspend the App/Portal service for any reason at any time. We will inform of it as soon as reasonably practicable.

Modification of these Terms

We may, at any time, and at our sole discretion, modify, add or delete sections of these Terms, as well as correct errors or omissions contained herein. By using the Service following any such modification of the Terms, you are expressly accepting the updated Terms. Therefore, please review the Terms regularly.

Any modification of these Terms will be displayed within the App/Portal as soon as reasonably practicable.

Disclaimers and limitation of liability

YOU ACKNOWLEDGE THAT YOUR USE OR MISUSE OF THE APP/PORTAL AND/OR THE SERVICE IS AT YOUR SOLE RISK, AND THAT YOU ASSUME FULL RESPONSIBILITY FOR ALL RISK ASSOCIATED THEREWITH. TELADOC MAKES NO REPRESENTATION, WARRANTY, OR GUARANTEE REGARDING THE RELIABILITY, TIMELINESS, QUALITY, SUITABILITY OR AVAILABILITY OF THE APP/PORTAL AND/OR THE SERVICE, OR THAT THE APP/PORTAL AND/OR THE SERVICE WILL BE UNINTERRUMPTED OR ERROR-FREE.

YOU UNDERSTAND THAT TO THE EXTEND PERMITTED UNDER THE APPLICABLE LAW, IN NO EVENT WILL TELADOC OR ITS OFFICERS, DIRECTORS, EMPLOYEES, PARENT, SUBSIDIARIES OR AFFILIATES BE LIABLE FOR ANY DAMAGES, LIABILITY OR LOSSES RELATED TO, IN CONNECTION WITH, OR OTHERWISE RESULTING FROM (i) ANY USE OF THE APP/PORTAL AND/OR THE SERVICE PROVIDED BY HEALTHCARE PROFESSIONALS; OR 8ii) FROM YOUR INABILITY TO ACCESS OR USE THE APP AND/OR THE SERVICE.

TELADOC SHALL NOT BE LIABLE FOR DELAY OR FAILURE IN PERFORMANCE RESULTING FROM CAUSES BEYOND TELADOC’S REASONABLE CONTROL.

Indemnification

You agree to indemnify, defend and hold harmless Teladoc, its officers, directors, employees, agents, subsidiaries, affiliates, licensors and suppliers, harmless from and against any claim, actions, demands, liabilities and settlements resulting from, or alleged to result from, your violation of these Terms.

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. Teladoc may assign this agreement to any of its affiliates and/or in connection with ant merger, sale of all or substantially all assets, sale or equity interests or other change of control transaction involving Teladoc. Users shall not assign or otherwise transfer this agreement, in whole or in part, without Teladoc’s prior written consent.

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. The provisions of these Terms are severable and, should any provision herein be deemed unenforceable or invalid, such unenforceability or invalidity shall not affect the remainder of these Terms, which will continue in full force and effect.

Applicable law. You accept that the application, execution and interpretation of this agreement, whereby all parties will apply the principles of good faith, will be rules under English Legislation.

Jurisdiction. In the event of legal proceedings or actions, you and Teladoc expressly waiver the right of any other jurisdiction that might correspond and agree that such dispute shall be resolved exclusively by the Courts and Tribunals of England and Wales.

Last modified: 17th June 2019

AIG Life Limited. Registered in England and Wales. Company number 6367921. Registered Office: The AIG Building Fenchurch Street, London. EC3M 4AB, United Kingdom. AIG Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (FRN number 4733752).