Last updated: 11 October 2026. Version 2.37.0.

These Terms explain what we provide, your responsibilities and your rights when using Averon Health. Your order confirmation and the package information supplied before purchase describe what you have bought. Please keep a copy of those documents and these Terms.

1 Who we are and how to contact us

Averon Health is a trading name of You4You Health Ltd, company number 16520637, registered in England and Wales. Our registered office is 85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom. In these Terms, we, us and our mean You4You Health Ltd.

Contact support@averonhealth.com for service questions, cancellations or complaints. Please send only the information needed to explain your request; we can arrange a suitable way to exchange sensitive records. We are not an emergency contact service.

2 What our service provides

We provide a remote preventive-health service that can include a questionnaire, clinic booking and blood testing, review of results, a clinician-reviewed report, recommendations and consultations. The particular tests, consultations, reassessments and support included in your purchase are those described before you order. Optional features and additional services are included only if expressly stated.

We use participating clinics and laboratories, including Randox, for relevant parts of the assessment. Our clinicians exercise their own professional judgment. Where we arrange a third party to perform part of our contracted service, using that supplier does not remove our responsibility for the obligations we owe you. If a separate service requires a separate contract with another provider, we will identify that before you agree to it.

General website articles and supporting Preventive Health information are educational. A clinician's personalised review or advice is distinct from that general material. We remain responsible for the clinical services we agree to provide.

The service is not a complete assessment of every possible illness. Normal or reassuring results do not rule out every condition. Results, reference ranges and recommendations depend on clinical context and may require further assessment. Do not stop prescribed treatment or delay seeking appropriate care because of a result or educational explanation.

3 Eligibility and urgent care

Our current patient service is for adults aged 18 or over who are ordinarily resident in England, are not pregnant or breastfeeding and meet the eligibility and safety conditions shown at registration. Tell us if your circumstances change before an assessment or consultation. We may need to discuss a suitable alternative or limit a service for clinical reasons.

This service is not suitable for emergencies, urgent symptoms, an acute mental-health crisis or immediate safeguarding concerns. Call 999 or attend A&E in an emergency. For urgent non-emergency advice, use NHS 111 or another appropriate local service. Do not wait for a portal reply or report if you need urgent help.

4 Your account and information

Provide accurate, current information, use your own account and tell us about relevant changes to your health, medicines or contact details. Do not create an account for another person without an expressly supported representative arrangement. Keep credentials secure and tell us promptly if you suspect unauthorised access.

You are responsible for completing the requested questionnaire and following reasonable preparation instructions. Incomplete or inaccurate information can affect the safety or usefulness of an assessment. We may need clarification before providing a clinical service, but will explain the reason and the available options.

Valid questionnaire answers and care-detail choices may save before final submission. Follow the on-screen submission step so we know you have completed the questionnaire. You can ask us to correct information; a correction to a signed clinical record may be recorded as an amendment rather than silently replacing the historical record.

Your current UK residential address is required. Tell us how long you have lived there and provide one immediately previous address if that period is less than two years. An overseas previous address is accepted; if you had no fixed previous address, choose that option without giving a personal explanation. New patients complete these details after payment in the care-details flow. Existing patients complete missing history before making their next new booking; existing appointments, rescheduling and report access remain available. GP details remain a separate choice, and we explain any effect of missing GP information on care coordination.

We serve adults aged 18 or over. Authorised staff may check your age manually or, where enabled under approved supplier arrangements, securely check your name and address through AgeVerifyUK, operated by Simunix. Please provide accurate information and tell us when it changes. Inconclusive or conflicting evidence requires human review and may lead us to request another way of confirming age. The result does not automatically cancel care or restrict reports. You may ask us to review and correct an inaccurate result. Our Privacy Policy explains the information used, sharing and your rights.

Our Privacy Policy explains how we use information. Reading that policy or accepting these Terms is not consent to optional research, marketing or unrelated reuse of health records. Consent to a clinical procedure, where required, is also separate from acceptance of these Terms.

5 Orders and prices

Before purchase we will describe the service, its total price, any mandatory charge, the payment arrangement and material booking or cancellation conditions. Prices and discounts are those confirmed for your order. Apply an eligible voucher before completing checkout and check the amount shown. We will not add a charge for an optional service without your agreement.

We accept your order when we send written confirmation accepting it, at which point the purchase contract is made. A message that merely acknowledges receipt of an order is not acceptance. If we cannot accept an order, we will explain this and refund any payment collected for it. The separate confirmation of a clinic slot is described below.

A payment acknowledgement is not, by itself, confirmation of a particular clinic slot. Your booking must also be confirmed. If payment succeeds but a service or slot cannot be supplied, we will contact you to arrange an acceptable alternative or the appropriate refund. You do not have to accept a material substitute that you did not purchase.

We do not change the agreed price of an existing order merely because our advertised price later changes. A material change to a purchased service requires your agreement or a fair cancellation and refund option for the affected unprovided part, without limiting any further remedy required by law.

6 Payments

Payments are processed through Stripe. Use a payment method you are authorised to use. If a payment is declined or requires additional authentication, follow the secure checkout instructions or contact us. Do not send card security details by email.

We will not treat a failed payment as permission to disclose your clinical record for debt collection. Any necessary financial disclosure is limited and governed by the Privacy Policy and applicable law.

7 Appointments and changes

Clinic availability is confirmed through the booking service. Check the clinic, date, time and preparation instructions in your confirmation. Tell us promptly if anything appears inconsistent. A proposed change is not confirmed until the service confirms the new appointment; avoid submitting repeated changes while one is being processed.

You can request a blood-test appointment change or cancellation before the appointment starts, including within 24 hours, subject to available clinic slots and the rules shown for your booking. If you cancel without choosing a replacement, your payment remains available for a later booking of the same assessment. Wait for confirmation that the clinic has completed the cancellation before booking again. Contact support if the self-service option is unavailable or a request fails. This technical cut-off does not remove a cancellation, refund or other right you have by law.

If you need to cancel, contact us as soon as possible. Any late-cancellation or missed-appointment charge must have been clearly disclosed before purchase, be fair and reflect a justified loss after reasonable steps to reduce it. We will explain a deduction rather than applying an undisclosed penalty or automatically retaining the entire package price.

If the clinic or we cancel, we will offer appropriate rebooking or a refund for the affected service, without limiting other remedies you may have. If a sample cannot be processed or further testing is required, we will explain the next step and who is responsible for any cost before asking you to agree to it.

For consultations held inside Averon, sign in to your account and follow the joining instructions. The patient Join button becomes available ten minutes before the booked start, and the clinician admits you from the waiting room. Use a suitable browser, a working microphone and camera for video, and a sufficiently stable internet connection. Please choose a private place and tell the clinician if someone else is present.

We do not record in-account calls. If you agree, your clinician may use live transcription and AI-drafted notes to help write the consultation record. Your clinician checks any draft and remains responsible for the record, and you can decline or ask them to stop transcription at any time. Our Privacy Policy explains the live-call provider, transcription and how information is handled. If video cannot be used safely or a connection fails, contact the clinician or support; a telephone consultation or rebooking may be appropriate. A technical failure does not automatically forfeit your consultation or remove your legal rights.

For an existing confirmed video appointment, use its latest joining instructions. If your clinician changes it from an external video link to a consultation inside Averon, the appointment time remains the same and we update the instructions in your account and send a service notification. Do not use an earlier link once you have been told the joining method has changed.

8 Cancelling an online purchase and refunds

For an online service purchase to which the Consumer Contracts Regulations cancellation right applies, you may cancel without giving a reason within 14 days after the day the contract is made. We provide the applicable cancellation information before purchase. These rights apply to eligible service purchases, including healthcare services.

If you want a service to begin during that period, we must obtain your express request. If you then cancel, a proportionate charge for the service actually supplied is payable only where the legal conditions for that charge have been met. The cancellation right for a fully performed service ends only when the required prior request and acknowledgement have been obtained. Starting a questionnaire or receiving an automated email does not, by itself, mean the whole package has been performed.

Different rules can apply to a separately supplied prescription medicine or digital-content product. We will explain any applicable exception or consent requirement before you buy that item. We will not apply an exception to an entire mixed package without a valid basis.

To cancel, email support@averonhealth.com or write to our registered office with a clear statement. You may use this wording, but do not have to: I wish to cancel my Averon Health order. Include your name, the date of purchase and enough information for us to locate the order securely. A signature is needed only if sending the optional model form on paper. The model form information is set out at the end of these Terms.

For a valid statutory service cancellation, we will make the required refund without undue delay and within 14 days after we are informed of your decision, using the original payment method unless you agree otherwise, and without a refund fee. We will explain any lawful deduction. Other refunds are handled in accordance with the reason for the refund and your legal rights.

You retain your rights if a service is not provided with reasonable care and skill, does not match binding information supplied before purchase, or otherwise fails to meet consumer law. Remedies can include repeat performance, a price reduction or refund, and other remedies where applicable. A discount or voucher does not remove those rights.

9 Reports and clinical decisions

Where offered, a report may include a short narrated presentation. It explains the signed report and does not replace the full report, introduce a new diagnosis or constitute a separate clinical assessment. A clinician reviews its wording and selected content and previews the presentation before it is sent for administrative release. Report and presentation publication have separate steps. AI-assisted drafting and automated checks can make mistakes, so professional review remains necessary. Captions and the written summary provide alternatives to listening.

A clinician may recommend additional blood tests during report review or a consultation. Unless expressly included in your package, those tests are separate optional purchases. The available tests and full price are shown before you book and pay. A recommendation does not place an order or charge you automatically.

We use AI-assisted preparation and checking of draft reports. AI output may be incomplete or incorrect. A clinician must review and sign the report, after which administrative release checks take place before patient publication. A status saying that a report is signed does not mean it has already been released to you.

Administrative staff do not replace the clinician's judgment or independently authorise a diagnosis or treatment. Additional tests, prescriptions and referrals are offered only where clinically appropriate and within the relevant professional's role. A request for a particular test or medicine does not guarantee it will be prescribed or included in the package.

Estimated turnaround times are estimates unless expressly guaranteed. If an important result requires further review, missing information needs clarification or a provider is delayed, we will explain any material delay and the available next steps. This does not permit unreasonable delay or displace our safety duties.

If we learn that a released report needs correction, we may issue an appropriately reviewed amendment and notify you where necessary. We preserve an appropriate record of the earlier version and correction. Do not rely on a draft or a superseded version once you have been told it has changed.

10 Preventive Health

Where Preventive Health is enabled for your account, you can view your plan, record progress and complete check-ins to support following your recommendations. The service available to you depends on the plan and support included in your purchase.

Preventive Health progress tools are not an emergency channel, diagnostic service or substitute for a consultation. Recording a check-in does not mean a clinician has reviewed it or will respond immediately. Follow your clinician's advice and contact the service if a recommendation needs clarification. Please enter only information relevant to your own care and plan.

11 Appropriate use and intellectual property

Use the service for your own lawful health and wellbeing purposes. Do not interfere with its security or availability, access another person's records, impersonate someone, upload unlawful material, or scrape or redistribute platform content commercially without permission. This does not restrict rights the law gives you, including rights concerning your own information or permitted security reporting.

We and our licensors retain rights in our software, branding, templates and other protected materials. You may access, download, print and share your own reports and care information with people involved in your care or otherwise for your lawful personal purposes. Nothing here claims ownership of you, your health information or facts about your health, or prevents you exercising data-protection rights.

You give us a non-exclusive permission to receive, store, reproduce, format and share material you provide only as needed to deliver the services and carry out uses that are lawful and explained in the Privacy Policy. This contractual permission is not a substitute for a data-protection lawful basis, confidentiality duty or consent that is otherwise required.

We may use voluntary, non-confidential product suggestions to improve and commercialise the service without a payment obligation, provided we do not disclose personal information contrary to the Privacy Policy. Patient stories, testimonials and identifiable clinical material are not made non-confidential simply because they were sent as feedback.

We may develop and use our own software, prompts, safety rules, methodologies and genuinely anonymous combined insights for the business purposes described in the Privacy Policy. Rights in those materials do not give us an unrestricted licence to reuse identifiable clinical records or transfer them to general-purpose AI training services.

12 Availability and changes

We may make reasonable updates for security, legal compliance, clinical safety or service improvement. Planned maintenance may temporarily limit access; we will give appropriate notice where practicable. We can act immediately where necessary to address an urgent security or safety issue.

We will not use a general change clause to remove a material paid-for benefit or impose a new price on an existing order without your agreement or an appropriate cancellation and refund option. If a feature is withdrawn, we will consider how you can obtain your records and continue any care we have already agreed to provide safely.

We may restrict an account where reasonably necessary for security, serious misuse, eligibility or a material breach of these Terms. Where appropriate, we will explain the reason and give an opportunity to resolve it. Restrictions must be proportionate, with a route to support and appropriate arrangements for records and safety communication.

13 Our responsibility to you

We will perform the services with reasonable care and skill and comply with the obligations we owe you. We are responsible for reasonably foreseeable loss caused by our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it is an obvious consequence or if we and you knew it might occur when the contract was made.

We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot lawfully be excluded, or any other liability that the law does not allow us to limit. In particular, these Terms do not remove your consumer or data-protection rights.

As the patient service is supplied for personal use, we do not accept responsibility for business losses arising from an unauthorised commercial use of it. That limitation does not apply to a loss or liability that cannot lawfully be limited, and does not excuse a failure in the clinical service we have agreed to provide.

Events outside our reasonable control may affect delivery. We will take reasonable steps to reduce the effect, keep you informed of a material disruption and provide the cancellation or refund remedy the circumstances and law require. We do not treat every supplier problem as a complete exemption from responsibility.

14 Complaints and resolving a disagreement

Tell support@averonhealth.com what happened and what you would like us to do. We will acknowledge the concern, investigate it appropriately and explain the outcome and any available escalation route. Clinical complaints are referred for appropriate clinical consideration. Data-protection complaints follow the process in our Privacy Policy.

If we cannot resolve a complaint, we will provide information about a relevant alternative dispute-resolution body and whether we are obliged or willing to use it, where required. We do not require you to give up access to a court or a regulator.

These Terms are governed by the law of England and Wales. Consumers retain any mandatory protection and right to bring proceedings in their home jurisdiction that applicable law gives them. We do not impose an exclusive jurisdiction clause that removes such rights.

15 Other important terms

We may transfer our contractual rights and obligations as part of a genuine business transfer only where your contractual and legal protections are preserved. We will give appropriate notice and explain any material effect. Personal information remains subject to the Privacy Policy and applicable law.

If a provision is found unenforceable, the remaining provisions continue to apply so far as they can fairly operate. A delay in enforcing a right does not by itself waive it. Changes to these Terms apply prospectively with appropriate notice; they do not remove rights already accrued under an existing purchase.

Model cancellation form

Use this form only if you wish to cancel. Send it to You4You Health Ltd, 85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom, or support@averonhealth.com.

I hereby give notice that I cancel my contract for the supply of the following service:

Service and order reference:

Ordered on:

Name of consumer:

Address of consumer:

Signature of consumer if this form is sent on paper:

Date: