Consumer terms and conditions

Effective Date: 08/09/2025 (Version 3)

Welcome to Medicbank! We provide a platform for individuals to find, connect with, apply for jobs and apprenticeships with, communicate with and review health care providers. Please read these terms and conditions carefully, as they set out our obligations as the provider of the Platform, and your obligations as a user of the Platform. You cannot use our Platform unless you agree to these Terms.

If you require immediate medical attention, contact your treating general practitioner or call 999. If you are in doubt about the seriousness of your condition, the appropriateness or effectiveness of using our Platform or believe that you, or another person is in an urgent, dangerous or emergency situation, you should not use our Platform and wait for a Care Provider to respond and instead contact 999 immediately or seek alternative and appropriate medical services.

1. Introduction

1.1. These terms and conditions (Terms) are entered into between Medicbank Healthcare Limited, a company registered in England and Wales, with company registration number 10787193 (we, us or our) and you, together the Parties and each a Party.

1.2. We provide a cloud-based platform (Platform) which allows individuals (including care seekers and their families) (Care Seekers) to find and connect with health care providers (Care Providers), and individuals to apply for jobs with Care Providers (Job Seekers).

1.3. In these Terms, you means the person or entity using the Platform as a Care Seeker or Job Seeker. If you are agreeing to these Terms not as an individual but on behalf of your company, government, or other entity for which you are acting (for example, as an employee or governmental official), then you means your entity and you are binding your entity to these Terms.

1.4. If you are a Care Provider, a job agency, or another enterprise business wishing to use our Platform, please contact us on support@medicbankapp.com. These Terms are not intended to apply to Care Providers, and Care Providers may not access our Platform under these Terms. Care Providers must enter into a separate agreement with us for access to the Platform prior to accessing the Platform.

1.5. The information on our Platform is intended to be general information only and is in no way intended to be medical advice, treatment or diagnoses. You acknowledge and agree that nothing on the Platform may be taken to be medical advice, treatment or a diagnosis by us or our representatives, nor are they intended to be a substitute for consulting a medical practitioner for your particular circumstances and needs. We do not provide any medical advice, diagnosis or treatment. We do not accept any liability for any injury, loss or damage incurred by the use or reliance on the information provided on the Platform.

2. Acceptance and Platform Licence

2.1. You accept these Terms by checking the box, clicking "I accept", or using the Platform.

2.2. You must be at least 18 years old to use the Platform.

2.3. We may amend these Terms at any time by providing written notice to you. By clicking "I accept" or continuing to use the Platform after the notice or 30 days after notification (whichever date is earlier), you agree to the amended Terms. If you do not agree to the amendment, you may cease accessing the Platform.

2.4. Subject to your compliance with these Terms, we grant you a personal, non-exclusive, royalty-free, revocable, worldwide, non-transferable licence to use our Platform in accordance with these Terms. All other uses are prohibited without our prior written consent.

2.5. When using the Platform, you must not do or attempt to do anything that is unlawful or inappropriate, including:

(a) anything that would constitute a breach of an individual's privacy (including uploading private or personal information without an individual's consent) or any other legal rights;

(b) using the Platform for unlawful purposes;

(d) using the Platform to defame, harass, threaten, menace or offend any person, including using the Platform to send unsolicited electronic messages;

(e) using the Platform to send unsolicited electronic messages;

(f) tampering with or modifying the Platform (including by transmitting viruses and using trojan horses);

(g) using data mining, robots, screen scraping or similar data gathering and extraction tools on the Platform; or

(h) facilitating or assisting a third party to do any of the above acts.

3. Medicbank Services

3.1. The Platform is a marketplace where Care Providers, Care Seekers and Job Seekers (Users) can find each other, advertise and search for care services and recruit online. We provide the Platform (including hosting and maintaining the Platform) to Users, facilitate introductions between Users, provide promotional opportunities for Care Providers, allow Job Seekers to market themselves and their services and allow Care Seekers to find Care Providers to provide services (together the Medicbank Services). We will provide the Medicbank Services in accordance with these Terms and all applicable laws, and we warrant to you that the Medicbank Services will be provided using reasonable care and skill.

3.2. You acknowledge and agree that we only make available the Platform. We are not a party to any agreement entered into between you and a Care Provider, and we have no control over the conduct of the Care Providers or any other users of the Platform.

3.3. If you are Job Seeker, there are no fees payable by you for the Medicbank Services. For the abundance of clarity, we may still charge Care Providers and other third parties fees for their use of the Medicbank Services.

3.4. A Care Provider wanting to provide services creates an account on the Platform and posts a description of the services they can provide (Care Provider Listing). You can view and browse Care Provider Listings and can request to purchase services by contacting the Care Provider through the Platform. A Care Provider may also post a job listing on the Platform, which must include an accurate and complete description of the services requested and the relevant requirements or qualifications the candidate must possess, and any other relevant information relating to the job offer (Job Listing).

3.5. Care Seekers may also let Care Providers know that they are looking for services via their account on the Platform (Care Seeker Listing). If a Care Provider wishes to provide a Care Seeker with services in accordance with the Care Seeker Listing they have created, they may contact a Care Seeker through the Platform.

3.6. A Job Seeker may apply for a Job Listing by sending a request through the Platform (Job Seeker Application).

3.7. We do not endorse, guarantee, or assume responsibility for any Care Provider Listing, Job Listing or Care Seeker Listing (Listings) (including any of its content, selection criteria, regulatory status, terms, or conditions set by Users) nor any response by a User to any Listing. Users are advised to carefully review all Listing details before submitting an application, and Users are advised to conduct their own checks on applicants to a Listing. We make no guarantees regarding the quality or appropriateness of any User or Listing. The Parties acknowledge and agree that Users participate in Listings at their own risk.

3.8. Care Providers may provide you with written agreements in relation to their services. It is your responsibility to ensure that you have read and agree to any additional terms and conditions provided to you by a Care Provider. To the extent there is any inconsistency between any terms and conditions provided by a Care Provider and these Terms, these Terms will prevail.

3.9. The parties acknowledge and agree that:

(a) the Platform is solely for introduction and search services;

(b) we are not a healthcare provider, employer, employment agency, or care provider and we do not provide any healthcare, care services, or employment services;

(c) all employment relationships, care arrangements, and contractual relationships are formed directly between users; and

(d) despite anything to the contrary, to the maximum extent permitted by law, we will not be liable for and you waive and release us from and against any Liability arising from or in connection with any care services received or employment relationships formed through the Platform.

3.10. The parties acknowledge and agree that we are not involved in and are not responsible for, any decision making regarding a Listing. Despite anything to the contrary, to the maximum extent permitted by law, we will not be liable for and you waive and release us from and against any Liability arising from or in connection with any decision made in connection with any Listing. For the abundance of clarity, Care Providers are solely responsible and liable for any services that are provided by them.

3.11. For any disputes between you and a Care Provider, we encourage you to attempt to resolve the dispute with the Care Provider directly and in good faith, either on the Platform or through external communication methods. In the event that a dispute cannot be resolved through these means, the Parties may choose to resolve the dispute in any manner agreed between the Parties or otherwise in accordance with applicable laws.

4. Access to the Platform

4.1. You may browse for Care Providers on the Platform without an account, however you must register on the Platform to access certain features, including the ability to contact Care Providers, apply for jobs, leave reviews of Care Providers and make a public profile that Care Providers can browse through.

4.2. You must provide basic information when registering for the Platform including your name, contact details, the types of services you are interested in, who the services are for and how far you are willing to travel to access the services. You must also choose a username and password.

4.3. All personal data you provide to us will be treated in accordance with our Privacy Policy.

4.4. You agree not to share your login details with any other person. Your login is personal and you must not transfer or provide it to others.

4.5. You are responsible for keeping your login details and your username and password confidential and you will be liable for all activity via your login. You agree to immediately notify us of any unauthorised use of your login.

4.6. We agree to use our best endeavours to make the Platform available at all times. However, from time to time we may perform reasonable scheduled and emergency maintenance, and the Platform may be unavailable during the times we are performing such maintenance.

4.7. Should you be unable to access the Platform, or should you have any other questions or issues impacting on your use and enjoyment of the Platform, you must place a request via email. We will endeavour to respond to any support requests in a reasonable period.

4.8. You acknowledge and agree that the Platform may be reliant on, or interface with third party systems that are not provided by us (for example, your internet provider) (Third Party Services). To the maximum extent permitted by law, we shall have no Liability for any Third Party Services, or any unavailability of the Platform due to a failure of the Third Party Services.

4.9. You acknowledge and agree that data loss is an unavoidable risk when using any software. To the extent you input any data into the Platform, you agree to maintain a backup copy of any data you input into the Platform.

4.10. To the maximum extent permitted by law, we shall have no Liability to you for any loss or corruption of data, or any scheduled or emergency maintenance that causes the Platform to be unavailable.

4.11. If you no longer wish to have access to the Platform, you may request the deletion of your account via the settings function on the Platform. We will continue to process your personal data in accordance with applicable law.

5. Reviews

5.1. Care Seekers and Job Seekers may review their experience with Care Providers on the Platform (Review).

5.2. Reviews can be viewed by any user of the Platform and will remain viewable until the relevant account is removed or terminated.

5.3. If you are leaving a Review, you agree to provide true, fair and accurate information in your Review. If we consider that the Review is untrue, unfair, inaccurate, offensive or inappropriate, we may delete the Review or ban you from posting the Review.

5.4. We do not undertake to review or verify each Review. To the maximum extent permitted by law, we are not responsible for the content of any Reviews.

5.5. You agree to only write a Review about a Care Provider if you have had an experience with that Care Provider, which means that (1) you have engaged the Care Provider through the Platform; (2) you can otherwise document your interaction with the Care Provider in relation to the Platform, including via correspondence; or (3) you have applied for a Care Provider Listing or you have worked for a Care Provider (collectively referred to as a Care Provider Experience).

5.6. You may not write a Review about a Care Provider you have previously owned, currently own, or which an immediate family member currently owns, or if you are an executive or employee of that Care Provider, or otherwise work for the Care Provider. Similarly, you may not write a Review about a direct competitor to the Care Provider that you own, are employed by or work for.

5.7. Your Care Provider Experience must have occurred in the 12 months prior to you writing a Review.

5.8. You may only write about your own Care Provider Experience. You are not permitted to write a Review about somebody else's Care Seeker Experience, unless they were a party to your Care Provider Experience.

5.9. You are encouraged to be specific and factual in your Reviews. If you have been offered an incentive by a Care Provider to write a Review, you should include information about this in your Review. Incentives include the Care Provider offering you a gift, reward, discount or advantage for writing a Review about the Care Provider on the Platform.

6. Our Intellectual Property

6.1. You acknowledge and agree that any Intellectual Property or content (including copyright and trademarks) available on the Platform, the Platform itself, and any algorithms or machine learning models used on the Platform (Our Intellectual Property) will at all times vest, or remain vested, in us.

6.2. We authorise you to use Our Intellectual Property solely for your limited personal use. You must not exploit Our Intellectual Property for any other purpose, nor allow, aid or facilitate such use by any third party.

6.3. You must not, without our prior written consent:

(a) copy, in whole or in part, any of Our Intellectual Property;

(b) reproduce, retransmit, distribute, disseminate, sell, publish, broadcast or circulate any of Our Intellectual Property to any third party; or

(c) breach any intellectual property rights connected with the Platform, including (without limitation) altering or modifying any of Our Intellectual Property, causing any of Our Intellectual Property to be framed or embedded in another website, or creating derivative works from any of Our Intellectual Property.

6.4. Nothing in the above clause restricts your ability to publish, post or repost Our Intellectual Property on your social media page or blog, provided that:

(a) you do not assert that you are the owner of Our Intellectual Property;

(b) unless explicitly agreed by us in writing, you do not assert that you are endorsed or approved by us;

(c) you do not damage or take advantage of our reputation, including in a manner that is illegal, unfair, misleading or deceptive; and

(d) you comply with all other provisions of these Terms.

7. Content You Upload

7.1. You may be permitted to post, upload, publish, submit or transmit relevant information and content, including Reviews (User Content) on the Platform. We may run campaigns via the Platform and via social media that encourage you to post User Content on social media using specific hashtags (#) (Tag).

7.2. If you make any User Content available on our through the Platform, including on social media using a Tag, you grant to us a worldwide, irrevocable, perpetual, non-exclusive, transferable, royalty-free licence to use the User Content, with the right to use, copy, distribute, publicly display or otherwise exploit such User Content on, through or by means of the Platform and our social media platforms.

7.3. You agree that you are solely responsible for all User Content that you make available on or through the Platform, including on social media using a Tag. You represent and warrant that:

(a) you are either the sole and exclusive owner of all User Content or you have all rights, licenses, consents and releases that are necessary to grant to us the rights in such User Content (as contemplated by these Terms); and

(b) neither the User Content nor the posting, uploading, publication, submission or transmission of the User Content or our use of the User Content on, through or by means of our Platform (including on social media) will infringe, misappropriate or violate a third party's intellectual property rights, or rights of publicity or privacy, or result in the violation of any applicable law or regulation.

7.4. We do not endorse or approve, and are not responsible for, any User Content. We may, at any time (at our sole discretion) remove any User Content.

8. Warranties

8.1. You represent, warrant and agree that:

(a) you will not use our Platform, including Our Intellectual Property, in any way that competes with our business;

(b) if you are agreeing to these Terms not as an individual but on behalf of your company, government, or other entity for which you are acting (for example, as an employee or governmental official), then you access and use the Platform on behalf of that entity;

(d) where you are a Job Seeker, you are appropriately qualified, and have any required skills, knowledge or training, to provide the services requested in the relevant Job Listing;

(e) all information and documentation that you provide to us in connection with these Terms is true, correct and complete;

(f) you have not relied on any representations or warranties made by us in relation to the Platform (including as to whether the Platform is or will be fit or suitable for your particular purposes), unless expressly stipulated in these Terms; and

(g) where you are a Job Seeker:

  i. we do not act as an employer, employee, recruiter, staffing agency or employment agency; and

  ii. we do not participate in, influence, or control hiring decisions, nor do we endorse, recommend, or verify any user, job opportunity, or information provided on the Platform.

9. Liability

9.1. Nothing in these Terms limits any Liability which cannot legally be limited, including Liability for:

(a) death or personal injury caused by negligence;

(b) fraud or fraudulent misrepresentation;

(c) breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); and

(d) defective products under the Consumer Protection Act 1987.

9.2. This clause 9.2 applies if you are a 'consumer' as defined in the Consumer Rights Act 2015 and to the extent that the Platform is considered digital content. If the Platform is defective and it damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

9.3. To the maximum extent permitted by law, we will not be liable for, and you waive and release us from and against, any Liability caused or contributed to by, arising from or connected with:

(a) any Third Party Services, or any unavailability of the Platform due to a failure of the Third Party Services; and

(b) any aspect of the User interaction including the services offered by the Care Provider, the description of the services requested or offered, any advice provided, the hiring process, the performance of services or the relationship between Users.

9.4. Subject to clause 9.1 (liability which cannot legally be limited), but despite anything to the contrary, to the maximum extent permitted by law:

(a) we will not be liable for, and you waive and release us from and against, any Liability caused or contributed to by, arising from or connected with any aspect of your interaction with a Care Provider, including the goods and/or services offered by a Care Provider, the description of the goods and/or services requested or offered, any advice provided, the performance of the services by the Care Provider or the supply and delivery of the goods by the Care Provider;

(b) you agree to indemnify us for any Liability we incur due to your breach of the Acceptance and Platform Licence clause and the Intellectual Property clause of these Terms;

(c) if you are not a 'consumer' as defined in the Consumer Rights Act 2015, we will not be liable for any Consequential Loss;

(d) where you are a 'consumer' as defined in the Consumer Rights Act 2015, we will have no liability to you for any loss of profit, loss of business, loss of data, business interruption, or loss of business opportunity;

(e) each Party's liability for any Liability under these Terms will be reduced proportionately to the extent the relevant Liability was caused or contributed to by the acts or omissions of the other Party or any of that Party's personnel, including any failure by that Party to mitigate its losses; and

(f) our aggregate liability for any Liability arising from or in connection with these Terms will be limited to us resupplying the Platform to you, or in our sole discretion, £100.

10. Data Protection

10.1. We understand that protecting your Personal Data is important. We set out how we handle your Personal Data in our Privacy Policy, available on our website.

10.2. We process User's Personal Data, and Care Providers process Care Seeker's and Job Seeker's Personal Data (for example, the Care Seeker's or Job Seeker's name and residential address), as separate and independent controllers. This means that we and Care Providers are responsible for the Personal Data of Care Seekers and Job Seekers we each process.

11. Access

11.1. We may revoke your access to the Platform at any time by giving 14 days' written notice to you.

11.2. Should we suspect that you are in breach of these Terms, we may suspend your access to the Platform while we investigate the suspected breach. Should we determine that you are in breach of these Terms, your access to the Platform will be terminated immediately.

11.3. Where we revoke you access to the Platform in accordance with clause 11.1, you may appeal our decision by providing us with written notice of your appeal within 7 days' of receiving our notice of suspension. Your appeal must:

(a) be sent to support@medicbankapp.com;

(b) clearly state the grounds for your appeal; and

11.4. During the appeal process, the suspension will remain in effect unless we determine otherwise in our sole discretion.

11.5. Our decision on the outcome of any appeal shall be final.

12. Notice Regarding Apple

12.1. To the extent that you are using or accessing our Platform on an iOS device, you further acknowledge and agree to the terms of this clause. You acknowledge that these Terms are between you and us only, not with Apple Inc. (Apple), and Apple is not responsible for the Platform and any content available on the Platform.

12.2. Apple has no obligation to furnish you with any maintenance and support services with respect to our Platform.

12.3. If our mobile application fails to conform to any applicable warranty, you may notify Apple and Apple will refund the purchase price of the mobile application to you. To the maximum extent permitted by applicable law, Apple will have no other warranty obligation whatsoever with respect to the mobile application and any other claims, losses, liabilities, damages, costs or expenses attributable to any failure to conform to any warranty will be our responsibility.

12.4. Apple is not responsible for addressing any claims by you or any third party relating to our mobile application or your use of our mobile application, including but not limited to: (1) product liability claims; (2) any claim that our mobile application fails to conform to any applicable legal or regulatory requirement; and (3) claims arising under consumer protection or similar legislation.

12.5. Apple is not responsible for the investigation, defence, settlement and discharge of any third-party claim that our mobile application infringes that third party's intellectual property rights.

12.6. You agree to comply with any applicable third-party terms when using our mobile application.

12.7. Apple and Apple subsidiaries are third-party beneficiaries of these Terms, and upon your acceptance of these Terms, Apple will have the right (and will be deemed to have accepted the right) to enforce these Terms against you as a third-party beneficiary of these Terms.

12.8. You hereby represent and warrant that: (1) you are not located in a country that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government as a "terrorist supporting" country; and (2) you are not listed on any U.S. Government list of prohibited or restricted parties.

13. General

13.1. Assignment: You must not assign or deal with the whole or any part of your rights or obligations under these Terms without our prior written consent.

13.2. Confidentiality: Other than where the disclosure is permitted by law, each Party agrees not to disclose any confidential information it may access on or through the Platform to a third party, or otherwise misuse such confidential information. Confidential information may include confidential information supplied to you by us or by another User of the Platform.

13.3. Contracts (Rights of Third Parties) Act 1999: Notwithstanding any other provision of these Terms, nothing in these Terms confers or is intended to confer any right to enforce any of its terms on any person who is not a party to it.

13.4. Disputes: A Party may not commence court proceedings relating to any dispute, controversy or claim arising from, or in connection with, this Agreement (including any question regarding its existence, validity or termination) (Dispute) without first complying with this clause 13.4. A Party claiming that a Dispute has arisen must give written notice to the other Party specifying the nature of the Dispute (Dispute Notice). The Parties must meet (whether in person, by telephone or video conference) within 10 Business Days of service of the Dispute Notice to seek (in good faith) to resolve the Dispute.

If the Parties do not resolve the Dispute within 20 Business Days of the date the Dispute Notice was served (or such further period as agreed in writing by the Parties), either Party may:

(a) where you are resident or incorporated in the UK, refer the matter to mediation, administered by The Centre for Effective Dispute Resolution, in accordance with the Model Mediation Procedure.

(b) where you are not resident or incorporated in the UK, refer the matter to arbitration administered by the London Court of International Arbitration (LCIA), with such arbitration to be conducted in London, before one arbitrator, in English and in accordance with the LCIA Arbitration Rules.

Nothing in this clause will operate to prevent a Party from seeking urgent injunctive or equitable relief from a court of appropriate jurisdiction.

13.5. Entire Terms: Subject to your consumer law rights (if applicable), these Terms contains the entire understanding between the Parties and the Parties agree that no representation or statement has been made to, or relied upon by, either of the Parties, except as expressly stipulated in these Terms, and these Terms supersedes all previous discussions, communications, negotiations, understandings, representations, warranties, commitments and agreements, in respect of its subject matter.

13.6. Further Assurance: Each Party must promptly do all things and execute all further instruments necessary to give full force and effect to these Terms and their obligations under it.

13.7. Force Majeure: Neither Party will be liable for any delay or failure to perform their respective obligations under these Terms if such delay or failure is caused or contributed to by a Force Majeure Event, provided the Party seeking to rely on the benefit of this clause, as soon as reasonably practical, notifies the other party in writing about the Force Majeure Event and the extent to which it is unable to perform its obligations, and uses reasonable endeavours to minimise the duration and adverse consequences of the Force Majeure Event.

13.8. Governing law: These Terms are governed by the laws of England and Wales. Each Party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts operating in England and Wales and any courts entitled to hear appeals from those courts and waives any right to object to proceedings being brought in those courts.

13.9. Notices: Any notice given under these Terms must be in writing addressed to us at the details set out below or to you at the details provided when you sign up to the Platform. Any notice may be sent by standard post or email, and will be deemed to have been served on the expiry of 48 hours in the case of post, or at the time of transmission in the case of transmission by email.

13.10. Severance: If a provision of these Terms is held to be void, invalid, illegal or unenforceable, that provision is to be read down as narrowly as necessary to allow it to be valid or enforceable, failing which, that provision (or that part of that provision) will be severed from these Terms without affecting the validity or enforceability of the remainder of that provision or the other provisions in these Terms.

13.11. Third party sites: The Platform may contain links to websites operated by third parties. Unless we tell you otherwise, we do not control, endorse or approve, and are not responsible for, the content on those websites. We recommend that you make your own investigations with respect to the suitability of those websites. If you purchase goods or services from a third party website linked from the Platform, such third party provides the goods and services to you, not us. We may receive a benefit (which may include a referral fee or a commission) should you visit certain third-party websites via a link on the Platform (Affiliate Link) or for featuring certain products or services on the Platform. We will make it clear by notice to you which (if any) products or services we receive a benefit to feature on the Platform, or which (if any) third party links are Affiliate Links.

14. Definitions

14.1. Consequential Loss includes any consequential loss, indirect loss, real or anticipated loss of profit, loss of benefit, loss of revenue, loss of business, loss of goodwill, loss of opportunity, loss of savings, loss of reputation, loss of use and/or loss or corruption of data, whether under statute, contract, equity, tort (including negligence), indemnity or otherwise.

14.2. Force Majeure Event means any event or circumstance which is outside of a Party's reasonable control.

14.3. Intellectual Property means any domain names, know-how, inventions, processes, trade secrets or confidential information; or circuit layouts, software, computer programs, databases or source codes, including any application, or right to apply, for registration of, and any improvements, enhancements or modifications of, the foregoing.

14.4. Liability means any expense, cost, liability, loss, damage, claim, notice, entitlement, investigation, demand, proceeding or judgment (whether under statute, contract, equity, tort (including negligence), misrepresentation, restitution, indemnity or otherwise), howsoever arising, whether direct or indirect and/or whether present, unascertained, future or contingent and whether involving a third party or a Party to these Terms or otherwise.

14.5. Personal Data has the meaning given in the Data Protection Act 2018.

For any questions or notices, please contact us at:

Medicbank Healthcare Limited, a company registered in England and Wales, with company registration number 10787193

Email: support@medicbankapp.com

Last update: 8 September 2025