Terms & Conditions
Updated: 17 May 2024
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Your well-being is our primary concern. We are an advisory service and never provide acute or emergency care. If you need urgent help:
For emergency services dial 999 or 112
NHS non-emergencies dial 111
Samaritans dial 116123
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We have tried to make these terms as easy to understand as possible. We want to give you great care and this requires complex services, so we want you to be completely clear about how we can help you. You should read these terms and conditions along with our privacy policy and FAQs which can be found on our website. If you still have any questions please contact us before you engage with any of our services.
What these terms and conditions cover
These contain essential legal information that tells you things like:
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The services we provide
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The rules for using our services
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What we need from you to provide our services
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What to do if something goes wrong
These terms and conditions are an agreement between you and us (Eden/we/us). This is so you know the rules and your rights when you use our UK websites (www.edennew.life and www.edennewlife.com) and services.
By using our website and services you agree to these terms and conditions. If you don't follow these terms and conditions, you are not authorised to access or use our services and we may cancel or suspend your account.
Our Company Information
​We are Eden New Life Ltd a company registered in England and Wales under number 15056866. Our registered office is Ground Floor Unit B Lostock Office Park Lynstock Way, Bolton, Lancashire, BL6 4SG. There are no client services at this location.
Contact Information
Our latest contact details can always be found on our website, or, message us through our client portal.
We will contact you in English through messaging, SMS or email. It is your responsibility, and may be important for your well-being, to check and respond in a timely manner to our messages, and, to let us know right away if your contact details change.
What we mean by our services
We are an advisory service that can connect you to independent specialists in return for you paying a recurring subscription fee. The payments that you make to us are for connecting these experts to you so that you may access advice and improve your well-being. We are a virtual service. That means you access our services digitally, through your mobile phone, computer or other device to provide you timely expert care where you feel the most comfortable. We do not offer face-to-face (in-person) sessions or have a physical clinic or hospital base.
What to expect from our specialists
Our specialists might give you advice, a diagnosis, a recommendation, or treatment. They may prescribe medication to you, or refer you to someone else, or request that you obtain tests. By using our service you understand and accept that the specialists that we connect you to are independent professionals that are individually responsible for the services they offer to you.
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All our client-facing specialists are carefully vetted expert, independent, registered contractors, such as doctors, nurses, therapists, and prescribers. Each contractor type is subject to its own regulatory regime (such as the GMC in the UK for doctors). Different professions have different levels of regulation. You can find the details of each specialist on our website and should satisfy yourself that they are adequately qualified to deliver the advice that you require. Where appropriate, all contractors all work to WPATH guidance and standards.
Our specialists may have a different opinion from you as to the best course of action for your well-being, and, may decline any request at any time if they believe it to be in your best interest. Your purchase of a subscription does not guarantee that you will get access to our expert specialists, medication, pharmacy or test partners. Our advice services are always subject to a detailed assessment of your needs by suitably qualified specialists. We reserve the right to suspend or terminate your access to the service at any time, without notice and without liability.
You should contact emergency services or arrange different care if one of our specialists recommends it.
We take your privacy very seriously (see our privacy policy). You understand and accept, however, that should our specialists ever feel that you are at risk of harm, they may take appropriate actions such as informing other services without your consent.
What we need from you
The information you give us must be accurate and in English. We need you to let us know if any of the information we hold about you is wrong or out of date.
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We need to receive some personal information from or about you (such as your name, contact details and information about your health) so that we can best advise you. To find out more about how we use this information and how we protect your privacy, see our privacy policy.
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We will ask you to provide identification in order to access our services and to prove your age. Some of our services are restricted by age. If you do not verify your identity and age then your services may not go ahead and costs may not be refunded to you.
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Some services may have additional terms and conditions which will be provided to you when you book, before the service takes place.
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The advice you receive is based on the information you provide, or give us access to (such as test results). You confirm, without exception, that it is entirely your responsibility to ensure that this information, in whatever form, is accurate, full and trustworthy.
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You understand and agree that, should you not provide accurate and complete information, then advice obtained via our service may be inappropriate, unsuitable or unsafe for you.
You understand and agree that you will not tamper or alter with any documents provided by us, in whatever format, to you.
What you can't do with our services
You must not:
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Use them for commercial purposes, like using them on your own website for profit
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Any improper, illegitimate or unlawful purpose, like interfering with or reverse engineering our app or website
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In any way that could damage, disable or impair the operation or security of our services, like installing any virus, malware or harmful material, or making use of our services other than for the intended purpose
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In any way that we reasonably consider to be excessive and/or outside the scope of normal patient use
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To gain access (or try to gain access) to any user accounts, data (including patient data) or computer systems or networks, through any method
If you do, we may suspend your access to our services or cancel your account and subscription and you will not be refunded for any subscription fees, per-appointment fees or other fees you have paid and/or take any other appropriate action (including, if applicable, reporting the incident to the police).
Your use of our website
When registering to use the website client portal you must set up your account security, such as a password. You remain responsible for all actions taken under the account details and undertake not to disclose them to anyone else.
You must not create duplicate accounts or register more than once to use our services. This ensures that we can keep an accurate record of your use of our services and any advice our specialists have given you.
You must not let anyone else use your account. You must not attempt to access any other account.
Service availability
We provide a 24/7 digital service to our clients. We aim to respond as quickly as possible.
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We will always try to meet your requirements with regard to responding to messages and your access to our specialists, but we can't promise to do so in a specific timeframe, or that a specific specialist will be available at a particular time.
There might be times outside our control when we can't provide our services. We're not responsible if this happens, but if it does, we'll do anything we reasonably can to make sure you can use our services again as soon as possible.
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We use anti-virus measures on our websites. But we can't promise that our services will always be virus-free.
The limits of our service
The advice that you receive from us is not a replacement for your regular doctor. Your doctor may know much more about you and your history than we can and this information may be critical to your well-being. Virtual advice may not be suitable for your needs. Our service cannot replace the care that you can receive from a healthcare professional in person.
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We will ask you for consent to share the information about your use of our service with your doctor. In certain circumstances, your specialist may be unable to assist you if you do not consent. You can change your mind about this consent at any time. Just let us know right away.
We advise you to discuss the advice you get from us with your doctor.
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We rely on the information you provide in order to be able to give accurate advice.
Privacy
We retain and use all information strictly under the Privacy Policy which can be found on our website.
We will make our best efforts to be discreet in our communications with you, but, have no liability if your use of our services is disclosed by something that you could have reasonably foreseen.
Prescriptions and medicines
We are not a pharmacy and never transact payments for, or supply, medication. See our FAQs for how you can access medications safely and legally.
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Your access to prescriptions and medication is always subject to a detailed assessment of your needs by suitably qualified and independently regulated Eden specialists.
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You may obtain an e-prescription from one of our specialists which will be delivered to you electronically via your client portal on our website. You may then pass this electronically to one of our pharmacy partners, pay them directly, and have your medication delivered by mail order, or, take the e-prescription to your own pharmacy. These independent providers will always act within the terms and guidelines of their respective regulatory controls and rules.
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Our specialist prescribers do not offer paper copies of prescriptions. We cannot guarantee that a pharmacy will accept any prescription. We can't take responsibility for their acts or mistakes.
If you obtain medication as described above you must always follow the instructions provided to you by the specialists involved, and immediately contact your doctor if you have any bad or unexpected effects. Contact emergency services if you think it's necessary.
Tests
You may need to submit appropriate tests in order to receive other services from us. You can get these tests privately, from your doctor, or purchase tests from the partners on our website. You may be able to get free tests from your doctor.
Our specialists may decline test results unless they are sure they are accurate and appropriate. You must never tamper with test results, or, have someone else take tests for you. If you are ever unsure about test results or requirements just ask us.
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For your convenience, our test partners may deliver your test results directly to us electronically with your consent. You will be able to access these results in your client portal.
Be nice
We don't tolerate any abusive, aggressive or offensive behaviour directed towards us or any of our specialists. If we think that this is happening, then we may end your service, suspend or cancel your account and subscription and/or take any other appropriate action (including, if applicable, reporting the incident to the police).
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If you try to register (or re-register) after your account has been suspended or cancelled we may remove you from the service without a refund.
Fees and payment (Financial Policy)
You always have to register to use our services. Some are free and some require regular payment. The latest prices can be found on our website. If any VAT/tax is due this will be displayed during the order process.
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We only accept the payment options displayed to you on our website during the order process. You can change your payment method at any time.
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Refunds can be made only to the payment payment method.
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UK statutory cooling off period: if you start a subscription but cancel it within 14 days you may be able to receive a full refund, provided that we have not started providing you with services. For example, if you have received a session, or asked us to process your induction questionnaire then our costs may exceed the amount of your first subscription payment and no refund will be available.
Subscriptions (or 'Pricing Plans')
All chargeable services must be prepaid. For your convenience subscription fees are charged to your chosen payment method automatically. You will be asked to consent to these recurring charges during the website order process. We can charge you indefinitely without further authorisation from you until you cancel the subscription. If your subscription price is going to change we’ll let you know. If a third party pays your subscription fees you must let us know in order that we can confirm their consent.
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You can cancel your subscription at any time via your account on our website. The minimum term is one month. When you cancel a subscription your access to our services will continue to the end of the subscription period. We don't end subscription plans early or refund for unused time. To change plans, cancel your existing subscription and resubscribe to a new one.
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Access to services requires that you have an active subscription. You may not access services (such as a virtual meeting) if your subscription is not active, even if such services were booked when it was active. If your subscription payment fails, for whatever reason, it will be automatically retried several times over a number of days. After this time, if no payment is received, your subscription will be automatically cancelled.
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You may take a subscription for a limited time in order to access one-off services, such as a referral letter. If you take a subscription in order to access medication which you plan to take on an on-going basis, we advise you to continue your subscription as long as you are using it. This is to ensure your continued access to our specialists for your own safety and well-being. We do not want you to lose access to our care. If you subscribe to a plan in an inconsistent manner (starting and stopping) and wish to access medication our specialists may limit any e-prescriptions they arrange for you, for example to a one month supply. They may also require you to remain consistently subscribed for a longer period (i.e. 12 months) before receiving longer e-prescriptions (i.e. 3 month supplies). This is for your own safety and to ensure that you continue to have access to our specialists while using medication.
Changes to these terms
These terms are always available on our website. We change these terms from time to time. We may not always tell you when we make a change.
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If we make any changes that affect your rights or what we need from you, then we'll let you know. If you don't agree with the changes, you can cancel your subscription with us. If you continue to use our services, we will assume that you're happy with any new terms.
Laws and regulations
Our services follow UK laws and regulations. Some countries have different laws and regulations for healthcare services.
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If you're outside the UK, you are responsible for checking if it's legal to use our services in your location. We can't guarantee that our provision of the services outside the UK, or your use of the services outside the UK, will comply with the laws of the country where you are located.
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These terms are governed by the laws of England and Wales. If you want to take legal action relating to these terms, it must be through the courts of England and Wales.
Safeguarding and whistle-blowing
We promote a safe working environment. You may report any concerns you have about any staff member in a safe non-judgmental way. Eden New Life will fully investigate any concerns you may have. You may never find out the outcome, but you can be confident Eden will take any concerns seriously. Please contact us and you will be connected directly to our Corporate Guardian.
If something goes wrong
We want you to be happy with our service. If you have a complaint, please contact us and we'll do our best to fix the problem. Contact us via your client portal, our website or by email to help@edennew.life.
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We reply to all complaints in line with the rules and regulations that apply to our services. For example, we can’t respond to a complaint made on your behalf by another person.
We provide our services as they're described and we don't make any other guarantees.
If we break these terms we will only be responsible for any losses that could have been foreseen when we entered into the terms.
Some of the things we can't be held responsible for include:
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Loss or damage as a result of not following the instructions for using our services or using any of our services for anything other than their intended use
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Business losses to you (our services are for personal use only)
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Any loss or damage as a result of your own breach of these terms or our privacy policy
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Loss or damage from using other websites we link to from our website, including any retail partners we might work with or invite you to access. We don't recommend or endorse any websites or products that we link to. You must make your own decision about whether you want to access or use these.
Unless the law says otherwise, we will not award compensation for any amount higher than what you have paid us.
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