My Bupa

The Web Portal or Bupa App Portal and/or the App is provided by Bupa Insurance Services Limited (Registered in England with company number 3829851) whose registered office is at 1 Angel Court, London, EC2R 7HJ, UK (referred to as Bupa , or we , us or our”), authorised and regulated by the Financial Conduct Authority (FCA ). You can contact us by telephone, by email or by writing to us.

Click here for our contact details.

From time to time we may make changes to or update the Web Portal, Bupa App, the Services and/or these Terms . Where we do you will receive notice of that update within the Web Portal or the Bupa App, and will need to agree to the new terms and conditions to continue using the Web Portal, Bupa App and/or the Services.

Our providing the Web-Portal and/or the Bupa App and/or the Services to you is in addition to the other services we provide to you and is intended to supplement, not replace, those services. We may withdraw the Web-Portal or Bupa App and/or the Services at any time and for any reason.

Where you are using the Web-Portal or Bupa App because you have purchased a package of products or services, such as a health insurance policy from us, the terms and conditions of those other services (such as the terms of the health insurance policy) apply Please refer to your membership or benefits guide, or any other terms and conditions provided in relation to the applicable product or service, for full details.

Where you are using the Web-Portal or Bupa App because your employer (or another third party) has arranged for us to provide services to you, the terms and conditions notified to you by your employer (or the other third party) in respect of those services, apply (as relevant)to those services. Please refer to your membership or benefits guide, or any other terms and conditions provided in relation to the applicable product or service, for full details.

Where you are using the Services referred to Section 3 of this Agreement then these Terms apply to the availability and use of those Services.

Your use of the Web-Portal or Bupa App and/or the Services, and acceptance of these Terms , and any additional terms and conditions set out under each Service that you access via the Web-Portal or Bupa App, does not impact your other terms and conditions with us, or any healthcare plan, in any way.

Digital Clinical Services under the Web-Portal and/or the Bupa App are intended to provide you with access to a range of clinical tools digitally and primary care clinical services through video and audio consultations with registered primary care clinical professionals, for example GP's and Advanced nurse Practitioners.

The Services

Primary Care Clinical services: These are video and audio consultations, where you can talk with registered clinical professionals. This includes GP, advanced nurse practitioners, physiotherapists and mental health therapists (”Practitioners”).

These practitioners might give you a diagnosis, treatment or other recommendation such as referral to another specialist.
GPs and Advanced Nurse Practitioners may also prescribe medication to you.

Practitioners: The practitioners are based in the UK. They're members of the appropriate regulatory body (for example, doctors are members of the General Medical Council). They're committed to clinical best practice and any related applicable standards. The practitioners might have different opinions on some medical conditions or symptoms. This doesn't mean that the clinical services are at fault, it's normal for experts to have different views from time to time.

There are some medical conditions that practitioners won't be able to help you with in a video or phone consultation.

Eligibility for the Digital Clinical Services

You can access the Digital Primary Care Clinical Services via the Web-Portal and/or the Bupa App if:

• You are the main member or dependant covered under a Bupa health insurance policy which includes access to Digital Clinical Services; or
• You are the main beneficiary or dependant covered under a Bupa health trust scheme which includes Digital Clinical Services as a benefit; or
• Digital Primary Care Clinical Services are offered to you by your employer even if you're not covered under a Bupa insurance policy or Bupa health trust scheme; or
• Digital Primary Care Clinical Services are offered to you as part of your membership of an organisation that we have an arrangement with to provide for this, even if you’re not covered under a Bupa insurance policy or Bupa health trust scheme.

You may not permit any other person to use the Digital Primary Care Clinical Services, and you may not use the Digital Primary Care Clinical Services on any other person's behalf, except where a main member, main beneficiary or dependant covered under a Bupa insurance policy or health trust scheme is under 16 and you are their parent or other legal guardian.

To access the Digital Primary Care Clinical Services, you must meet one of the eligibility criteria set out above and be resident in the UK, (consisting of Great Britain, Northern Ireland, Channel Islands or Isle of Man) and you agree to only access the services while you are located in these territories.

Dependants

You can book Digital Primary Care Clinical Service appointments for main members, main beneficiaries or dependants under the age of 16, provided they are covered as a main member or main beneficiary or dependant under a Bupa insurance policy or Bupa health trust scheme.
Consultations booked for main members, main beneficiaries for dependants under the age of 16 must be booked as a video consultation. Some of the Digital Primary Care Clinical Services have age specific features, including some not being suitable for use by children under 16, but we will let you know about this in the Web Portal and Bupa App.

If you're over the age of 16 you can use the Digital Primary Care Clinical Services by opening your own account with us provided you meet the eligibility criteria described above.

What we need from you

We need to receive some personal information from or about you (such as your name, date of birth, contact details and information about your health and wellbeing) so that we can connect you with the most appropriate Digital Primary Care Clinical Service. To find out more about how we use this information and how we protect your privacy, see our Privacy Notice Bupa privacy and cookie notice.

The information you give us through the Digital Primary Care Clinical Services 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.

You must not create duplicate accounts or register more than once to use the Digital Primary Care Clinical Services. This ensures that we can keep an accurate record of your use of the Digital Primary Care Clinical Services and any advice the practitioners have given you. When booking an appointment, you may choose to upload a photo if there's something you want to show your practitioner. DO NOT UPLOAD ANY PHOTOS OF ANY INTIMATE AREAS. When possible do your best to describe the issue in writing. You can then discuss it with your practitioner in more detail during your consultation.

You must not use the Digital Primary Care Clinical Services in any way that we consider to be excessive and/or outside the scope of normal patient use. This includes cancellations at short notice and non-attendance of appointments as this impacts availability for other customers and increases the costs of the service.

Your consultation: We’ll try to offer you a range of options for the time and date of your consultation, but we can’t promise to offer consultations in a specific timeframe, or that a specific practitioner will be available at a particular time. To find out more about how we use this information and how we protect your privacy, see our privacy notice Bupa privacy and cookie notice.

If you don’t think you’ve been able to clearly share your medical needs during a consultation, you should consider booking an appointment to speak to a practitioner in person, through the NHS or privately- which may incur a cost depending on your policy If you’re worried about any advice you’ve received, then you should book another appointment to discuss this.

Consultations with practitioners shouldn’t replace consultations with your regular GP. You should talk to your regular GP about any information you get through the Digital Primary Care Clinical Services. You should contact emergency services or arrange follow-on care if a practitioner recommends it.

What we need if you use the Digital Primary Care Clinical Services

• Adopt the recommendations advised by the practitioner
• Follow any instructions practitioners give to you about how to use medicines or healthcare products practitioners recommend or prescribe. This includes use-by dates
• Keep any medicines practitioners prescribe to you secure and don’t allow anyone other than the patient named on the prescription to use them
• Only use the Digital Primary Care Clinical Services for yourself unless you're seeking advice for a child under the age of 16 years old of whom you're the parent or legal guardian and who is registered to your account (see Dependants section above)
• Tell a practitioner or your GP if you have any bad or unexpected effects from anything recommended to you. Don't report these in the Web-Portal and/or the Bupa App
• Contact emergency services immediately if you think it's necessary

If we think that you're using the Digital Primary Care Clinical Services too much or inappropriately, we'll speak to you about it.

We don't tolerate any abuse, aggressive or offensive behaviour towards any practitioners working for or on behalf of Bupa. If we think that this is happening, then we or the practitioner may end your consultation and we may cancel or suspend your account, refuse to provide you with future consultations and/or take any other appropriate action (including, if applicable, reporting the incident to the police).

Prescriptions and Medicines

In the UK, Practitioners are able to prescribe medicines without face-to-face meetings. Practitioners follow national evidence-based guidance, such as the National Institute of Clinical Excellence (NICE). They meet their clinical governing body standards.

Practitioners can't prescribe controlled drugs and have strict limits on high-risk medicines. They may refuse to prescribe to you if they think it's not safe or legal to do so. Also, the Practitioner can’t issue repeat prescriptions, which can only be obtained through your regular NHS GP.

Bupa has an arrangement with an independent third party pharmacy that may, if you choose, provide and deliver your medicines to your home. We do not take responsibility for any acts or mistakes of this pharmacy or any other pharmacy you may use.

Prescription Charges

You need to pay the relevant pharmacy for your prescriptions. The price is set by the pharmacy and isn't part of your Digital GP benefit or otherwise funded by Bupa. You don't have to use any particular pharmacy.

Collection and delivery of prescriptions

You can choose to have your medicine delivered to your home, or you can pick it up from a pharmacy near you. We can't accept returns or give refunds on medicines.

By choosing home delivery, you agree to the terms and conditions of the relevant pharmacy.

If you choose the home delivery service, there is an additional cost which you will need to pay in accordance with instructions which will be provided to you.

If you have any questions about the delivery of your prescription, please visit our support pages

PARTICIPATION IN ANY FITNESS CLASS OR FITNESS PLANS AND USE OF ANY OF THE WELLBEING SERVICES IS ENTIRELY AT YOUR OWN RISK.

IN MAKING THESE SERVICES AVAILABLE IN THE WEB-PORTAL AND/OR THE BUPA APP WE REPY ON THIS CLAUSE 3 (WELLBEING SERVICES) AND CLAUSE 8 (OUR LIABILITY TO YOU)

YOU SHOULD READ THESE TERMS OF USE CAREFULLY AS BY USING THE WELLBEING SERVICES YOU AGREE TO THE FOLLOWING:

Fitness classes and/or fitness plans:
Where the Services involve participation in fitness classes and/or fitness plans, by taking part in the class or fitness plan it is your responsibility to ensure:

• You act reasonably and sensibly at all times, follow any safety warnings or instructions provided during the online class.
• There is sufficient space to perform the exercises (a minimum of four-square metres per person) and sufficient heating, lighting, ventilation and hydration.
• That any equipment is safe and in a suitable condition for the activity being performed and that the surrounding floor space is entirely clear of obstacles or hazards to reduce the risk of slips, trips, or falls.
• There are no distractions throughout the duration of the session.

You must not participate if you are pregnant or under the influence of alcohol or non-prescription drugs.

Participation in any fitness class or fitness plan is entirely at your own risk. You must ensure that the level and type of exercise you are about to engage with is appropriate for your level of fitness and overall health status.

Bupa is not able to express an opinion that you are fit to safely participate so you should ensure you have contacted your GP prior to engaging with fitness classes to confirm it is safe for you to do so, especially if you have a health condition.

Meditation Modules:

Where the Services involve using the Meditation module you agree the following:

• Whilst mediation can help to improve your overall wellbeing and effectiveness in day-to-day work and life, this meditation programme is not a substitute for those who require medical care.
• If you are experiencing problems with your health, including but not limited to, mental health such as anxiety, depression, insomnia, or some other form of illness, then it is recommended that you consult a GP or healthcare professional who can advise you on the best course of action.
• The meditation programme is not intended to act as medical advice and should not be relied upon as a substitute for medical advice in terms of changes to diet, lifestyle, medications, and disease management.
• In particular, you should never stop taking any medications or receiving surgical or medical services or diagnostic tests prescribed or recommended to you by a healthcare professional without consultation.

Wellbeing Guides:
The guides are for information purposes only and are intended to help engage you in your personal health and wellbeing, to promote healthy living and to give you easily accessible health and lifestyle information.

Always consult your GP if you’re in any way concerned about your health. You should always promptly consult a doctor on all matters relating to physical or mental health, particularly concerning any symptoms that may require diagnosis or medical attention.

Wellbeing guides are not intended as medical advice and should not be relied upon as a substitute for medical advice in terms of changes to diet, lifestyle, medications, and disease management.

They should never be used as a replacement for a qualified medical professional. Don't use any of the wellbeing guides in an emergency. Instead, call the emergency services or attend your closest Accident and Emergency Department immediately.

In particular, you should never stop taking any medications or receiving surgical or medical services or diagnostic tests prescribed or recommended to you by a healthcare professional based solely on the information provided through the wellbeing guides.

The information is published by Bupa and produced by Bupa’s Health Content Team or one of our suppliers and is based on reputable sources of medical information. It has been reviewed by appropriate medical or clinical professionals and deemed accurate on the date of review.

Photos are for illustrative purposes only and do not reflect every presentation of a condition. Any information about a treatment or procedure is generic and does not necessarily describe that treatment or procedure as delivered by Bupa or its recognised providers. The information provided in the guide is not intended nor implied to be a substitute for professional medical advice nor is it intended to be for medical diagnosis or treatment.

NOT FOR USE IN AN EMERGENCY: The Services provided through the Web-Portal and/or the Bupa App are not intended for use in an emergency, instead call 999 or go to your nearest A&E department.

In those circumstances you should not use the Services under the Web-Portal or Bupa App - instead seek advice from a medical professional in person, contact the emergency services or go to your nearest Accident and Emergency department.

Wellbeing Services provided through the Web-Portal or Bupa App are provided for information purposes only and further details and terms of use regarding use of those Wellbeing services are set at section 3 of these Terms.

Nothing in the Wellbeing Services should be treated as a diagnosis, treatment or medical advice, and you should never take, or stop taking, any action (including taking medicines), or disregard any advice you have received from a healthcare professional that you have seen based on the information provided in the Web-Portal or Bupa App and/or the Services.

We own copyright, trade marks and other intellectual property rights in relation to the Web-Portal or Bupa App and the materials and content provided through, or in relation to the Web-Portal or Bupa App.

We grant you license to use the Web-Portal or Bupa App, including any materials or content you receive through, or in relation to, the Web-Portal or Bupa App, only in accordance with these terms and conditions.

'Bupa' and the HEARTBEAT logo are the registered service marks of The British United Provident Association Limited.

You may not:

• rent, lease, sub-license, loan, provide, or otherwise make available, the Web-Portal or Bupa App (or any content or materials you receive through, or in relation to, the Web-Portal or Bupa App) in any form, in whole or in part to any person without prior written consent from us. This includes allowing others to use the Web-Portal or Bupa App as though they were you;
• make copies of the Web-Portal or Bupa App, (or any content or materials you receive through, or in relation to, the Web-Portal or Bupa App) except as part of the normal use of the Web-Portal or Bupa App, or where it is necessary for the purpose of back-up or operational security; or
• translate, merge, adapt, vary, alter or modify, the whole or any part of the Web-Portal or Bupa App (or any content or materials you receive through, or in relation to, the Web-Portal or Bupa App), nor permit the Web-Portal or Bupa App (or any content or materials you receive through, or in relation to, the Web-Portal or Bupa App), or any part of them, to be combined with, or become incorporated in, any other programs, except as necessary for the normal use of the Web-Portal or Bupa App;
• disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the Web-Portal or Bupa App nor attempt to do any such things, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited by these terms and conditions, because they are necessary to decompile the Web-Portal or Bupa App to obtain the information necessary to create an independent program that can be operated with the Web-Portal or Bupa App or with another program.

You may stop using the Web-Portal or Bupa App and/or the Services at any time.

We are entitled to disable, suspend, withdraw or amend any or all aspects of the Web-Portal or Bupa App and/or the Services either temporarily or permanently for any reason

Notwithstanding the above, your right to access and use the Digital Primary Care Clinical Services is subject to your eligibility as set out above.

The Web-Portal, Bupa App and/or the Services is/are for personal, private use only.

We shall not be liable to you for any loss or damage you might suffer or otherwise incur in using the Web-Portal or Bupa App and/or the Services , where that use is contrary to these Terms or any terms of use applicable to the relevant Service. This includes, amongst other things, any loss that arises as a result of your failure to follow (without limitation) sections 3 and/or 10, and any loss that arises due to you permitting others to access the Web-Portal or Bupa App and/or the Services through your user account.

Our liability to you in relation to access or use of the Web-Portal or Bupa App and/or use of the Services is excluded or limited to the fullest extent permitted by law.

We are not responsible or in any way liable for any economic loss you, or any business you own or carry on or are otherwise involved with, might incur as a result of you (or in the case of employee access, any employee) using the Web-Portal or Bupa App and/or the Services.

Nothing in these Terms limits our liability for personal injury or death caused by our negligence or that of our healthcare professionals or employees, for defective products where we are legally responsible for their supply, and/or for fraud or fraudulent misrepresentation.

We cannot guarantee that the Web-Portal or Bupa App and/or any of the Services offered through it, will always be available to you. We may suspend or withdraw the Web-Portal or Bupa App, or any of the Services, either temporarily or permanently, for any reason. You should not rely on the Web-Portal or Bupa App, and if you anticipate needing the Web-Portal or Bupa App or the Services you should make alternative arrangements in case the Web-Portal or Bupa App or the Service is not available.

Where we provide Services to you through the Web-Portal or Bupa App, or healthcare professionals provide consultations to you, the information that you have provided through the Web-Portal or Bupa App will be relied upon. If what you provide is inaccurate, or has missed out important information, you may get the wrong information or advice.

All information you provide should be in English.

We use your information to provide the Services through the Web-Portal or Bupa App, in accordance with our Bupa Privacy and cookie notice, which can be found here.

Where necessary for the operation of My Bupa, the Web-Portal or Bupa App may process special category information about you. This may include information relating to health and ethnicity.

When you register for the My Bupa Web-portal and/or Bupa App, any Health Assessment reports you have received through Bupa Occupational Health Ltd following your assessment at a Bupa Health Clinic will be shared with Bupa Insurance Services Ltd (who provide the Touch Web-Portal or Bupa App on behalf of Bupa UK based companies), so that the Web-Portal and Bupa App can present you with a complete view of the products and services you receive. By registering for the My Bupa Web-portal and/or Bupa App, you consent to your information being processed in this way.

If you use the Treatment and support tool within the Bupa app, the Web-portal and/or Bupa App will process health information about you which may be provided by you, by a healthcare professional, or by Bupa based on the services you access through the app. By using this functionality in My Bupa, you consent to your information being processed in this way.

Where any processing of special category information is not necessary for the operation of the Web-Portal or Bupa App, you may be asked to give consent for Bupa to process that information at the appropriate time.

Where we use your data to provide tailored content to you, or to improve our services, we will only do so with your consent, which you will be asked for when you first sign in to the Web-Portal and/or the Bupa App and which you can change at any time through the Web-Portal and/or the Bupa App's settings.

Although the Web-Portal and/or the Bupa App does allow you to use biometric information to sign in to your account, we do not receive or store any of your biometric information. This is all processed by your phone’s operating system.

By accepting these Terms you agree to Bupa Insurance Services Ltd processing your information in the ways described here. You can request deletion of your My Bupa account at any time from the settings page of the My Bupa app.

The Web-Portal and Bupa App will only function if your device is connected to the internet. The My Bupa website requires the following browser versions:

• Chrome – V 100 and above
• iPhone Safari – V14 and above
• Mac Safari – V13 and above
• Microsoft Edge – V106 and above
• Firefox – V108 and above

The My Bupa App is compatible with:

Android: Versions from 12.0.0 ('Snow Cone')

iOS: Versions from 15 onwards

You must comply with all applicable laws and regulations when you use the Web-Portal and/or the Bupa App and/or the Services.

You must use the Web-Portal and/or the Bupa App and/or Services responsibly, and in a manner that is not: threatening, harassing, abusive, defamatory, deceptive, harmful to minors, gratuitously violent, obscene, pornographic, indecent, invasive of another's privacy, or racially, ethnically or otherwise offensive.

You must not use the Web-Portal and/or the Bupa App and/or the Services in any way which infringes another person’s rights (including without limitation intellectual property rights).

You must not intentionally mislead any healthcare professional who provides you Services through the Web-Portal and/or the Bupa App.

You may not permit any other person to use the Web-Portal and/or Bupa App and/or the Services, and you may not procure medical advice on any other person’s behalf except for any child under the age of 16 who is covered by your Bupa policy or trust scheme or for who Services are offered to you as part of your membership of an organisation that we have an arrangement with to provide for the Services even if you are not covered under a Bupa insurance policy or Bupa health trust scheme , in which case these Terms will apply to that use.

If you have any feedback on the Web-Portal and/or the Bupa App you can contact us on 0345 608 0898^{^}.

Lines are open Monday to Friday 8am to 6pm, Saturday 8am to 4pm. We may record or monitor our calls.

If you have any questions or require further information about the Digital Primary Care Clinical Services, please visit our support pages.

Should you have any complaints or issues in relation to the Web-Portal and/or Bupa App and/or the Services provided through the Web-Portal and/or the Bupa App then please visit the complaints section of our support pages.