Terms and conditions

Effective Date: 18.12.2024

Welcome to Moment Wellness (“we,” “us,” or “our”). By using our website, www.moment-wellness,com, or purchasing our services, you agree to these Terms and Conditions (“Terms”). Please read them carefully. If you do not agree, you must not use our services.

1. Overview of Services

Moment Wellness is a concierge service that facilitates access to holistic health programs. These programs include consultations and services from independent registered General Practitioners (GPs), functional medicine doctors, and holistic health experts. We do not directly provide medical care, nor do we act as a healthcare provider or insurer.

2. Eligibility

To use our website or services, you must be at least 18 years old and legally capable of entering into contracts under UK law.

3. Use of Our Website

Permitted Use: You may use our website for personal, non-commercial purposes.
Prohibited Conduct: You agree not to use the website unlawfully, disrupt its operation, or attempt unauthorized access.
Account Security: You are responsible for maintaining the confidentiality of your login information and for all activities that occur under your account.

4. Role of Moment Wellness

Facilitation Only: We act solely as a facilitator, connecting you with independent healthcare professionals.
No Medical Advice: The content on our website is informational and not a substitute for medical advice. For any health concerns, consult a qualified healthcare provider.
Liability Disclaimer: We are not liable for the quality or outcomes of services provided by the professionals in our network.

5. Membership and Payment

Membership: Some access to our services may require membership, with associated fees outlined on our website.
Payment Terms: Payment must be completed before services commence. Fees are non-refundable unless required by law.
Auto-renewal: Memberships may auto-renew unless canceled prior to the renewal date.
Cancellation Policy: You may cancel your membership by contacting us at least 2 weeks before the next billing cycle.
Refund Policy: We do not offer refunds for any of the services or goods sold. We do not guarantee any specific outcome after the completion of any of our programs or services.

6. Services and Disclaimers

Independent Contractors: All of the Service Providers we work with are independent contractors, not employees of Moment Wellness.
No Guarantees: We do not guarantee outcomes or the availability of specific Service Providers.
Service Limitations: Certain services may not be available in all areas or under all membership plans.

7. Dispute Resolution and Governing Law

Disputes: Any disputes will be governed by the laws of England and Wales.
Arbitration: You agree to resolve disputes through binding arbitration. Class action lawsuits are not permitted.
Jurisdiction: Courts in England and Wales will have exclusive jurisdiction over disputes.

8. Intellectual Property

Ownership: All website content, including text, graphics, and software, is the intellectual property of Moment Wellness or its licensors.
License: You are granted a limited, revocable license to access and use the website.

9. Liability Limitations

Exclusions: To the fullest extent allowed by law, we disclaim liability for:
- Any errors or omissions in website content.
- Issues arising from services rendered by Service Providers.
- Losses or damages from using our website or services.
Indemnity: You agree to indemnify us against claims arising from your use of the website or services.

10. Privacy Policy

Your personal data is managed in accordance with our Privacy Policy, which forms part of these Terms.

11. Call Recording Policy

At MOMENT WELLNESS LTD, we may record telephone and video calls (including those conducted via platforms such as Google Meet or Zoom) for quality assurance, service improvement, training, and monitoring purposes. Some of these calls may involve discussion of personal, sensitive, or medical information. All recordings are managed in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Why We Record Calls

Call recordings help us:

Monitor and improve the quality of our services
Ensure accuracy and accountability in our communications
Train our staff and wellness professionals
Document important health and service-related information (with your consent)

Lawful Basis for Processing

As some calls may involve the processing of special category data (such as health information), we rely on:

Explicit Consent – we will always ask for your clear, affirmative agreement before recording any call that includes personal or sensitive information.

We may also rely on:

Legitimate Interests – for non-sensitive call content, to monitor and improve service quality.

What This Means for You

Before recording a call, we will:

Inform you that the call may be recorded.
Ask for your explicit verbal or written consent before starting any recording that could include sensitive or health-related discussions.
Respect your decision if you choose not to be recorded — in which case, we may continue the call unrecorded or arrange an alternative communication method.

How We Store and Protect Recordings

All recordings are encrypted and stored securely with access limited to authorized staff only.
Recordings are never shared with third parties without a lawful basis and appropriate data protection safeguards.
If recordings need to be shared with wellness professionals, it is done under strict confidentiality agreements and data processing contracts.

Retention Period

Call recordings are retained for a maximum of 12 months, unless:

Required for legal, regulatory, or contractual reasons
You request earlier deletion (where applicable under your rights)

After the retention period, recordings are securely deleted.

Your Rights Under UK GDPR

You have the right to:

Be informed before any recording takes place
Access a copy of any recording that contains your personal data
Withdraw consent at any time
Request correction or deletion of data
Object to processing or request restriction
Lodge a complaint with the Information Commissioner’s Office (ICO)

12. Changes to Terms

We may modify these Terms at any time. Changes take effect upon posting on the website. Continued use of the services constitutes acceptance of updated Terms.

13. Contact Information

If you have questions about these Terms, please contact us:
Email: info@moment-wellness.com
Address: 101 New Cavendish Street, 1st Floor South, London, United Kingdom, W1W 6XH

By using our website and services, you acknowledge that you have read, understood, and agree to these Terms.

MOMENT.