Terms and Conditions

“Emergency Doctors”, “we”, “us” and “our” refer to Streamwave Ltd.

“you” and “your” refer to any person using the Service, including any child or dependent for whom you are legally responsible.

1. About the Service

EmergencyDoctors.co.uk is a remote healthcare and telemedicine service provided by appropriately qualified clinicians, including emergency medicine doctors.

Consultations are delivered remotely using video, audio, messaging and digital communication technologies.

The Service is intended to provide healthcare advice, assessment, triage, referrals and, where appropriate, prescriptions and onward care recommendations.

The Service does not replace emergency services, ambulance services, in-person hospital care, or your GP.

2. Medical Emergencies

The Service is not suitable for medical emergencies or life-threatening conditions.

If you believe that you or another person may be experiencing a serious or life-threatening medical emergency, you must immediately call 999 or attend the nearest emergency department.

Examples include, but are not limited to:

• chest pain
• severe breathing difficulty
• seizures
• stroke symptoms
• severe bleeding
• loss of consciousness
• severe allergic reactions
• suicidal thoughts or immediate mental health crisis
• severe trauma
• sepsis symptoms

We may refuse, pause or terminate consultations where we believe urgent in-person assessment is required.

3. Telemedicine Limitations

You acknowledge and accept that remote consultations have inherent limitations compared with face-to-face medical assessment.

Clinicians using the Service:

• cannot perform physical examinations directly
• may be unable to assess certain symptoms adequately remotely
• rely on the information you provide
• may require photographs, video visibility, audio communication or additional information
• may recommend in-person assessment, investigations or emergency care

Clinical advice and decisions are based on the information available at the time of consultation.

4. Eligibility

You must:

• be at least 18 years old to register for your own account
• provide accurate and complete information
• be physically located in the United Kingdom during the consultation unless expressly agreed otherwise
• have capacity to make healthcare decisions

Parents or legal guardians may use the Service on behalf of children or dependants for whom they are legally responsible.

Children under 18 years old must be accompanied during consultations by a parent or legal guardian.

Clinicians may decline to assess children where remote consultation is not clinically appropriate.

5. Camera, Microphone and Device Access

The Service requires access to compatible devices, internet connectivity, camera and microphone functionality.

By joining a consultation, you consent to:

• the use of your device camera and microphone for clinical communication
• transmission of audio, video and related communications through the platform
• clinicians viewing information, images or recordings voluntarily shared during the consultation

You are responsible for:

• ensuring you are in a safe and appropriate environment during consultations
• maintaining privacy at your location where possible
• ensuring your device and internet connection are suitable for the consultation

We are not responsible for interruptions, delays or failures caused by internet connectivity, device malfunction, software incompatibility or third-party network failures.

6. Consultation Recordings

Consultations are not routinely recorded.

Where recording is considered necessary for clinical, training, safety or quality assurance purposes, we will seek your consent before recording begins.

You must not record consultations without the clinician’s permission.

7. Clinical Decisions and Prescribing

Clinicians retain full discretion regarding:

• diagnosis
• treatment recommendations
• prescriptions
• referrals
• investigations
• suitability for remote care

We do not guarantee that:

• prescriptions will be issued
• referrals will be made
• investigations will be arranged
• particular treatments will be provided

Prescriptions may be subject to additional checks, pharmacy availability, legal restrictions and clinical appropriateness.

8. Fees and Payments

Consultation fees are displayed before booking and must be paid before the consultation begins.

Fees apply for the clinician’s professional time and assessment.

If a clinician determines during the consultation that you require urgent or in-person assessment, the consultation fee will still apply.

Additional services, prescriptions, investigations or referrals may incur separate charges.

Unless otherwise required by law, consultation fees are non-refundable once the consultation has started.

9. Follow-Up Care

The Service provides episodic healthcare consultations and does not guarantee ongoing or continuous care.

You remain responsible for:

• seeking further medical attention where appropriate
• following medical advice provided
• arranging ongoing care with your GP or other healthcare providers where necessary

If your condition worsens after a consultation, you should seek appropriate medical attention immediately.

10. User Responsibilities

You agree:

• not to misuse the Service
• not to provide false, misleading or incomplete information
• not to share account access with unauthorised persons
• not to use the Service unlawfully or fraudulently
• not to behave abusively, threateningly or inappropriately towards staff or clinicians

We may suspend or terminate access where misuse, abuse, fraud, safety concerns or breaches of these Terms occur.

11. Privacy and Data Protection

We process personal data in accordance with our Privacy Policy and applicable UK data protection laws, including the UK GDPR and Data Protection Act 2018.

Healthcare information may be shared with relevant healthcare providers, pharmacies, hospitals, NHS services or regulators where necessary for healthcare provision, safeguarding, legal obligations or patient safety.

12. Platform Availability

We aim to maintain availability of the Service but do not guarantee uninterrupted, secure or error-free access at all times.

The Service may occasionally be unavailable due to:

• maintenance
• software updates
• technical failures
• third-party outages
• circumstances outside our reasonable control

We may suspend or restrict access where necessary for operational, security, legal or clinical reasons.

13. Limitation of Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded under applicable law, including liability for:

• death or personal injury caused by negligence
• fraud or fraudulent misrepresentation
• any rights under consumer protection law

To the fullest extent permitted by law:

• we are not liable for losses arising from inaccurate, incomplete or misleading information provided by users
• we are not liable for delays or failures caused by internet, telecommunications or third-party systems
• we are not liable for indirect, consequential or business losses

Medical outcomes cannot be guaranteed and healthcare decisions involve clinical judgment and uncertainty.

14. Intellectual Property

All intellectual property rights relating to the Service, platform, branding, content and software remain owned by Streamwave Ltd or its licensors.

You may use the Service only for personal, lawful and non-commercial purposes.

15. Changes to the Service or Terms

We may update these Terms and Conditions from time to time.

Updated versions will take effect when published on our website unless otherwise stated.

Continued use of the Service after changes are published constitutes acceptance of the updated Terms.

16. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any dispute arising in connection with the Service or these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Contact

EmergencyDoctors.co.uk
Operated by Streamwave Ltd

Email: info@emergencydoctors.co.uk