CareNexa

Legal

Terms of Use

Effective: 27 June 2026 · Version 2.0 · CareNexa Ltd (England & Wales). Please read these Terms carefully. By creating an account or using the Service you accept these Terms and our Privacy Policy. If you do not accept them, do not use the Service.

1. About us and the Service

CareNexa Ltd ("CareNexa", "we", "us") operates a technology marketplace that introduces individuals ("Clients") to independent UK-regulated healthcare professionals ("Professionals") who provide home visits, video consultations, and related services (together, the "Service"). CareNexa is not a healthcare provider, medical practice, insurer, or pharmacy, and does not employ Professionals. CareNexa does not provide, supervise, or take clinical responsibility for any medical advice, diagnosis, treatment, prescription or opinion given by a Professional.

2. Nature of the relationship

Each Professional is an independent contractor who contracts directly with the Client for the clinical service. The clinical contract is between the Client and the Professional. CareNexa is a party only to these Terms and to the payment and platform-services agreement. This means:

  • the Professional is solely responsible for clinical decisions, record-keeping, indemnity insurance, prescribing, controlled-drug handling, and regulatory compliance (GMC, NMC, HCPC, GPhC, GDC, and any other applicable body);
  • CareNexa verifies regulator status at onboarding and monitors complaints, but does not supervise clinical practice, second-guess clinical judgment, or override a Professional’s duty of care;
  • we do not guarantee the availability, punctuality, outcome, or suitability of any Professional for a particular condition.

3. Not for emergencies or crisis care

The Service is not designed for medical emergencies, urgent care, or mental-health crises. If you or someone else is at risk of serious harm, call 999 immediately, or 111 for urgent non-emergency advice, or the Samaritans on 116 123. Do not use CareNexa, chat, or the video room to report an emergency — response is not guaranteed to be immediate.

4. Eligibility and accounts

  • You must be 18+ and legally capable of contracting.
  • Bookings for a minor or a person lacking capacity must be arranged by a parent, legal guardian, or authorised representative who attends the visit and provides consent.
  • You must give accurate registration, health, and contact information, and keep it current. Impersonation, use of another person’s identity, or providing false information is grounds for immediate termination and may be reported to authorities.
  • You are responsible for the security of your account, passwords, passkeys, and any device you leave signed in.

5. Professional onboarding & verification

Professionals must submit government ID, proof of regulator registration (GMC/NMC/HCPC/GPhC/GDC etc.), professional-indemnity insurance details, and any specialty certificates we request. By submitting, you warrant that all documents are genuine, current, and issued to you. We may re-verify at any time; suspension or removal from a UK register, insurance lapse, or an unresolved fitness-to- practise concern requires immediate notice to us and will result in account suspension.

6. Fees, taxes, and payouts

  • Prices are set by the Professional and shown before you confirm. The displayed price is the total the Client pays and already includes CareNexa’s 15% platform fee.
  • Payment is taken upfront through our payment processor (Stripe) at booking. A booking is only confirmed once payment clears; until then it is pending payment and the Professional is not notified.
  • All payments must be made in the app, before the visit. Professionals must never request or accept cash, card, bank transfer, cheque, tips or any other payment in person or off platform — including for extra time, materials, travel or additional treatment. Any extra work must be booked and paid for through CareNexa. Clients should refuse any request for direct payment and report it to us; visits paid for off platform are not covered by our insurance, verification or dispute process, and professionals who take direct payment may be removed and have pending payouts withheld.
  • Professionals are paid via Stripe Connect Express directly into their nominated bank account, net of the platform fee and any Stripe processing fees, on Stripe’s standard payout schedule.
  • Professionals are solely responsible for their own income tax, NI, VAT (where applicable) and business registration.
  • Chargebacks: if a Client raises a chargeback, we may withhold or reverse the corresponding payout while the dispute is resolved.

7. Cancellations, no-shows and refunds

  • Free cancellation up to 6 hours before the visit.
  • Cancellations within 6 hours incur a 50% late-cancellation fee, unless both parties agree in-app to waive it.
  • Client no-show: if the Professional attends and the Client is not available after 15 minutes, the full price is payable.
  • Professional no-show / cancellation: full refund to the Client within 5 business days; we may deduct the equivalent amount from the Professional’s next payout and repeated no-shows may result in removal.
  • Consumer withdrawal rights: under the Consumer Contracts Regulations 2013, by booking a scheduled slot you expressly request that the Service begins immediately and you acknowledge that you lose the right to withdraw once the visit starts. The cancellation policy above applies before that point.

8. Video consultations (Jitsi)

  • Video rooms open 10 minutes before the scheduled start and close 30 minutes after the scheduled end. Access requires a paid booking.
  • Both parties must accept the on-screen consent notice before entering the room. Recording of a session by either party is prohibited unless both parties have given informed written consent in advance.
  • Video calls are not suitable for physical examinations, controlled drug prescribing, or any care the Professional judges unsafe remotely. The Professional may terminate the call and advise in-person care instead.

9. Acceptable use

You will not, and will not attempt to:

  • abuse, threaten, harass, discriminate against, or defraud any user or staff;
  • circumvent verification, payment, safety, or fee-collection mechanisms (including taking the relationship “off-platform” to avoid fees);
  • request or provide prescriptions, controlled drugs, sick notes, or medico-legal reports outside what the Professional lawfully offers;
  • upload malware, scrape the Service, or access it via unauthorised automated means;
  • share, resell, or publish another user’s personal or health data.

We may suspend or terminate accounts, cancel bookings, withhold payouts pending investigation, and report unlawful conduct to the police, safeguarding leads, or the relevant regulator.

10. Safeguarding

Professionals must follow their regulator’s safeguarding duty and report concerns about children or vulnerable adults to the appropriate local authority. CareNexa may share information with safeguarding authorities where there is a reasonable belief of risk of serious harm, in line with our Privacy Policy.

11. Complaints

Platform issues (billing, no-shows, conduct on-platform) are handled by CareNexa — file at /complaints. We aim to acknowledge within 3 business days and resolve within 20. Clinical complaints (quality of care, diagnosis, prescribing) must also be raised with the relevant regulator: GMC for doctors, NMC for nurses/midwives, HCPC for AHPs, GPhC for pharmacists, GDC for dentists. Unresolved consumer disputes may be referred to an approved Alternative Dispute Resolution provider.

12. Intellectual property

The Service, brand, and software are owned by CareNexa or its licensors. You retain rights in content you upload but grant CareNexa a worldwide, royalty-free licence to host, transmit and display it strictly for operating the Service, complying with law and enforcing these Terms.

13. Third-party services

Some features rely on third parties (Stripe for payments, Twilio for SMS, Resend for email, Jitsi for video, our hosting provider). Their own terms and privacy notices apply to the parts of the Service they power.

14. Warranties & disclaimers

To the maximum extent permitted by law, the Service is provided “as is” and “as available”. CareNexa does not warrant uninterrupted or error-free operation, nor the accuracy, completeness or fitness for purpose of any information provided by a Professional. Nothing in these Terms excludes the statutory rights you have as a consumer under the Consumer Rights Act 2015.

15. Liability

Nothing in these Terms limits liability that cannot lawfully be limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of the Consumer Rights Act 2015 statutory rights, or any other liability that cannot be excluded under English law.

Subject to that, and to the fullest extent permitted by law:

  • CareNexa is not liable for the acts, omissions, clinical judgment, or negligence of any Professional — claims arising from the clinical service lie against the Professional and (where relevant) their indemnity insurer;
  • CareNexa is not liable for indirect, consequential, or special losses, loss of profits, loss of data, or loss of reputation;
  • our aggregate liability to a Client for any single booking is limited to the amount actually paid by that Client for that booking; our aggregate liability to a Professional in any 12-month period is limited to the platform fees we retained from that Professional in the same period.

16. Indemnity

You agree to indemnify and hold CareNexa harmless from any claim, loss, or cost (including reasonable legal fees) arising from your breach of these Terms, your unlawful conduct, or (for Professionals) the clinical service you provide.

17. Suspension, termination & account closure

We may suspend or terminate your account immediately if we reasonably believe you have breached these Terms, put another user at risk, or acted unlawfully. You may close your account at any time from your account settings; some data is retained for the periods set out in our Privacy Policy (e.g. clinical records, tax records).

18. Changes to these Terms

We may update these Terms from time to time. Material changes will be notified by email or in-app at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance.

19. Assignment & entire agreement

You may not assign your rights under these Terms without our written consent. We may assign our rights to an affiliate or a successor in a corporate reorganisation. These Terms, our Privacy Policy, and any service-specific notices form the entire agreement between you and CareNexa.

20. Governing law & jurisdiction

These Terms are governed by the laws of England & Wales. Disputes are subject to the exclusive jurisdiction of the courts of England & Wales, save that consumers may bring proceedings in the courts of their country of residence where required by law.

21. Contact

legal@carenexa.example · CareNexa Ltd, United Kingdom.