LloydsClinical Home – Terms and Conditions of Use
Last Updated
May 2025 (version 1)
Introduction
Please read these Terms of Use (“Terms”) carefully before using the LloydsClinical Home mobile application (“App”) or the physical or virtual computing facilities it uses or integrates with (“Platform”) operated by Lloyds Clinical Limited, a company registered in England and Wales under company registration number 02764914 (“we”, “us”, “our”, “LloydsClinical”).
By downloading, installing, accessing, or using this App, you acknowledge that you have read, understood, agreed and consented to be bound by these Terms, our Privacy Policy, and any other supplemental policies referred to herein or therein.
If you do not agree or consent to any part of these Terms or the Privacy Policy, do not use the App.
The App is optional and whilst it offers a convenient, digital way for you to manage your deliveries within the scope of the Service, you can always call or email us if you prefer.
1. Purpose of the App
-The LloydsClinical Home App is intended to support both NHS and private patients in managing aspects of their treatment, including scheduling medication, recording symptoms, and communicating with their care team (“Service”).
-The App is not for emergencies or crises. If you are experiencing a medical emergency or have an urgent need for medical supplies that you order using the App, contact your General Practitioner or other qualified healthcare professional, or go to or contact your local Accident & Emergency department, or call 111 or (in an emergency) call 999.
-The App is not a medical device and it is not a substitute for professional medical advice or services and requests.
2. How to download the App and Patient FAQs
The LloydsClinical Home app is free for all patients of our NHS or private health care customers (subject to suitability) (“Patients”) and is currently compatible with:
– Apple mobile devices (IOS v.17 or later)
– Android mobile devices (v.11 or later)
-Please read through the Patient FAQs carefully as these will provide further information about use of the App.
3. Eligibility
-You are not permitted to use this App (and must not use the App) unless you meet the following requirements:
– You understand the App, these Terms and the Privacy Policy and have capacity to use the App safely and in line with the Terms.
-You are a Patient, or you have been formally appointed to act for the Patient (for example as an attorney, trustee or care professional).
– You are:
- at least 18 years old and; or
- under 18 years old, but you have the express consent of a parent or legal guardian who accepts these Terms on your behalf.
If someone else uses the App on your behalf (because you lack capacity), any reference to you within these Terms means the person who is appointed to act for you. If you are under 18, any reference to you within these Terms means your parent or legal guardian who has agreed with these Terms on your behalf. In these cases, it is the person who acts for you or (as applicable) your parent or guardian who bears the obligations in these Terms, and who is responsible and liable to us.
-If someone else owns the phone or device you are using you must have the owner’s permission to download the App.
-You will be responsible for complying with these Terms, whether or not you own the phone or device.
4. User Obligations
By using the App, Platform or any Service, you agree to:
– Not use or attempt to use the App or any Service in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these Terms, or act fraudulently or maliciously. For example, you must not use the App, Platform or any Service by hacking into any part of the App, Platform or Service (or any physical or virtual device they operate on) or inserting or using malicious code such as viruses, or harmful data.
– Not share or attempt to share your user credentials or allow any other person to access your account.
– Not use or attempt to use the App, Platform or Service to transmit or otherwise process any material that is unlawful, defamatory, obscene, or otherwise objectionable in relation to your use of the App, Platform or any Service.
– Not infringe or attempt to infringe any of our intellectual property rights or any third party’s intellectual property rights, either during your use of the App, Platform or Service or by any other means. By way of example, intellectual property rights include copyright, database right, trade marks, rights in passing off, and design rights (“Intellectual Property Rights”) and exist in the user interface and journey in the App, the databases used by the App, Platform and Service (including their structure as well as content), and software developed by or for us or licensed by us (“Intellectual Property”). We reserve all of our rights and title in and to the App, Platform and Service.
– Not infringe or attempt to infringe any of our confidential information. Our Intellectual Property is confidential.
– Not use or attempt to use the App, Platform or Service in any way that does or could damage, disable, overburden, impair or compromise them (or any of them, or any of our other IT systems, information, or their availability or security or interfere with other users.
– Not use or attempt to use the App, Platform or Service except for your personal use and to fulfil your personal need for the Service, and not for any other purpose including any commercial or business purpose including advertising.
– Not use or attempt to use the App, Platform or Service in, for or in relation to any emergency or crisis including any health or care emergency or crisis.
– Not use or attempt to use the App, Platform or Service for diagnosis, treatment or other healthcare provision, or as an alternative for diagnosis, treatment or other healthcare from an appropriately qualified practitioner.
– Provide accurate, current, and complete information.
5. App Access & Availability
– Some features of the App require an active internet connection. The internet connection to your device on which you install the App is your responsibility.
– We do not guarantee that the App will be compatible with all devices, or that the App will be compatible with (or continue to be compatible with) your device, or the devices with which it is currently compatible.
– It is your responsibility to ensure timely updates to your device, and to maintain the security of your device and your user credentials for the App and Service.
– It is your responsibility to ensure that you install a comprehensive range of security measures (such as an anti-virus application) on your device, and that you keep the app and any supporting elements (such as virus definitions) up-to-date.
– We do not guarantee that the App or Platform will always be available or that access will be uninterrupted.
– We will not be liable to you if for any reason the App and/or Platform (and consequently, the Service via the App) is unavailable at any time or for any period of time. In such circumstances you should contact our Patient Services team at 0345 2636 123 or patientapp@lloydsclinical.com. Our responsibility is limited to providing you with an alternative way of using the Services when the App is unavailable (such as by email). In addition, whilst we continue to offer the App as a way for you to use the Services, our responsibility is limited to attempting to make the App and Platform available again in due course.
– We cannot guarantee that the App, Platform, Services (including emails) or documentation will be free from errors, faults, bugs, vulnerabilities or other defects, or viruses.
6. App Usage Monitoring and Our Remedies
We reserve the right to monitor usage of the App, Platform and Services to ensure compliance with these Terms and related documents. We may suspend or block your access to or use of the App, Platform and/or Services (or any of them), or terminate your permission to use them and access to them (or any of them) without prior notice if you have failed to observe and comply with these Terms or related documents or we have reasonable grounds to believe you have so failed.
7. Data Protection and Privacy
Your privacy is important to us. Please review our Privacy Policy, which is the notice that we are required by UK law to provide to you about how we collect, use, store and share your personal data for or via the App, Platform and Services.
8. Modifications to Services
We may update, modify or discontinue parts or all of the App, Platform and/or Services and related documentation from time to time and at our sole discretion, with or without notice. Changes may be implemented to address technical, legal, regulatory, or business and operational needs.
If you do not accept the notified changes you may not be able or permitted to continue to use the App and the Service
9. Limitation of Liability
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or our failing to use reasonable care and skill but we are not responsible for any loss or damage that is not foreseeable. 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 liability in any way our liability to you where it would be unlawful to do so, this includes liability for death personal injury caused by our negligence or the negligence of our employees or contractors or for fraud or fraudulent misrepresentation.
To the fullest extent permitted by applicable law, we exclude all liability for all indirect, incidental, or consequential loss, damage and damages and all of the following categories of direct loss, damage and damages:
– loss or damage that was not caused by a breach of these Terms on our part;
– loss or damage arising from your use of the App, Platform, Services or documentation for any commercial or business purpose, including any loss of profit, loss of business, business interruption, loss of or damage to reputation, or loss of business opportunity;
– loss or damage arising from an inability to use the Service, including unavailability of the App or Platform (or any part of them), and as an alternative you may use the Service by email;
– entire loss of the App or Platform due to our decision to stop offering it, or an incident that destroys the App and/or Platform (but without affecting our obligations in relation to your personal data); and
– use of or reliance on any content displayed in, on or through the App (regardless of the origins of such content unless due to our breach or negligence).
If defective digital content that we have supplied damages the device that you use the App on (or digital content on that device), we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice concerning device maintenance and security, or for damage that was caused by you failing to correctly follow installation or usage instructions (or to comply with these Terms or related documents) or to have in place the minimum system requirements advised by us.
The maximum liability of Lloyds Clinical in relation to this clause (except for liability which cannot lawfully be limited or excluded) whether such liability arises in contract, tort (including negligence or statutory duty). or otherwise, shall not in aggregate exceed a sum equivalent to ten thousand pounds (£10,000).
THE APP IS PROVIDED “AS IS” AND “AS AVAILABLE”. TO THE FULLEST EXTENT PERMITTED BY LAW WE EXCLUDE ALL EXPLICIT AND IMPLIED CONDITIONS, WARRANTIES, REPRESENTATIONS AND OTHER TERMS WHICH MAY APPLY TO THE APP, THE PLATFORM AND/OR SERVICE.
10. Termination
You are free to stop using the App and Platform at any time. We may terminate or suspend your access to the Platform at any time for breach of these Terms or for any reason deemed necessary to protect the integrity or security of our services.
11. Grant and Scope of License and Intellectual Property Rights
In consideration of you agreeing to these Terms, LloydsClinical grants you a limited, non-exclusive, non-transferable and revocable licence to use the App and documentation for your personal and private use in accordance with these Terms and within the scope of intended purpose of the App as indicated in these Terms. As a condition of us permitting you to use the App under the above licence, you agree to all of the following:
– You will not share, rent, lease, sub-license, loan, provide, use on behalf of another person (except as contemplated in section 3 (Eligibility) or otherwise make available, the App, Platform or the Services in any form, in whole or in part to any person without prior written consent from us.
-You will not copy the App, Platform, Services, related documentation or any part of the foregoing.
– You will not to translate, merge, adapt, format-shift, vary, alter or modify, the whole or any part of the App, Platform, Services or related documentation or any part of the foregoing, nor permit the App, Platform or the Services or any part of them to be integrated or otherwise combined with, or become incorporated in, any other technology or services, except as necessary to install and use the App on a device that is compatible as indicated by these Terms.
– You will not reproduce (including by screenshots or photographs), modify, or distribute any part of the App, Platform, Services or related documentation.
– You will not decompile or reverse-engineer the App or carry out any similar technical operation in relation to the App, Platform, Services, documentation or any part of the foregoing.
– You will not attempt any of the foregoing, or suffer or permit any other person to use your device or account to do so.
If you use any element of the App, Platform or Service otherwise than in according with these Terms and related documents then your licence to use the App, Platform and Service will cease immediately and we may suspend and block your access to the App, Platform and/or Services, without notice and with immediate effect. We may stop providing the App at any time. We will inform you before we do so, and will provide an alternative method for you to use our Service if we are continuing to provide the Service.
Other Important terms
12. Events outside of our control.
If Services or support for the App or the Services 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 effect of the delay.
13. No rights for third parties
The Terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any terms within this agreement.
14. We may transfer this agreement to someone else
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
15. You need our consent to transfer your rights to someone else
You may only transfer your rights or your obligations under these terms to another person if we agree in writing.
16. Nobody else has any rights under these Terms. these Terms are between you and LoydsClinical. Nobody else can enforce them.
17. If a court finds part of these Terms illegal, the rest will continue in force
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
18. Even if we delay in enforcing these Terms, we can still enforce it later
Even if we delay in enforcing these Terms, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking these Terms, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
19. You have several options for resolving disputes with us
Our complaints policy. Our Patient Services Team will do their best to resolve any problems you have with us as per our Complaints policy. They can be contacted by calling 0345 2636 123 or emailing patientapp@lloydsclinical.com
Resolving disputes without going to court. Alternative dispute resolution (“ADR”) is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. It may be possible to resolve your dispute using ADR, if you would like to implement the ADR process then please contact us for further details.
Choice of Law and Jurisdiction These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
20. Contact Information
If you have any questions or concerns about these Terms, you may contact us at:
LloydsClinical Ltd
Scimitar Park, Roydon Road, Harlow CM19 5GU
patientapp@lloydsclinical.com
0345 2636 123