User Terms & Conditions

These terms and conditions (the “Terms”) will apply to the provision by Teladoc Health UK LTD (hereinafter “Teladoc or us”) of We Care (hereinafter “the Service”) to eligible members, defined as an employee of a Policyholder that includes the Services as defined within a services agreement between CLFIS (U.K) Limited (“Canada Life”) and Teladoc as well as their immediate family.
Please read these Terms carefully and make sure that you understand them.
You will be asked to agree these Terms before registering on the Portal. By clicking “I AGREE” you are entering into a legally binding agreement with Teladoc and expressly accepting these Terms and the Privacy Policy.
Acceptance of these Terms is a condition of use for the Service.
WeCare
The main purpose of the Portal is to make routine, non-emergency communication more convenient and to provide you with fast and secure access to our health professionals.
In case of a medical emergency, do not use the Portal to communicate with us. Please dial the relevant local emergency number for the country you are in, and then contact your treating doctor. Service limitation/restrictions

The Portal has, by its own nature, certain limitations/restrictions regarding each Service and healthcare services do not replace face-to-face consultations with your treating doctor or primary healthcare practitioner, nor do they replace primary healthcare. Face-to-face consultations are always essential in cases of medical emergencies and where physical examination/intervention is required.
You are responsible for providing the WeCare professionals with the information that they request in order to provide you with the Service.
If following use of the Portal you have doubts or concerns regarding the professional advice/service provided, or regarding your health and wellbeing, please seek further medical assistance in a regular face-to-face consultation. As with any other healthcare service, no results can be guaranteed or assured.
Privacy
Teladoc provides services in compliance with EU Data Protection laws. It does not, however, take responsibility for any differences between those rules and any different rules applying to healthcare services anywhere else.
Identity Checks and Authentication
a)Initial authentication: Performing a physical comparison by photo ID verification:
We partner with Onfido in order to perform this procedure. This only ever needs to be done once. Thereafter we will simply ask a combination of security questions along with your contact details.
New Patient Registrations to our APP: our agent will simultaneously assign the case to our doctor and send the patient an email explaining the identity check process.
1)We will ask the patient to verify identity by taking a picture of their passport, driver licence, National Identity card, or residence permit and thereafter following a few short steps where they will take a “selfie” and the identity cheque will be complete.
If the photographic ID does not have the address, then we will ask for a further non-photographic document to confirm the patient address. This process should ordinarily only take a few minutes.
2)Security question for ongoing authentication. That is to say, the patient will not be asked to confirm identity for subsequent consultations, instead at the point of registration, we will ask to choose a security question: Mother’s Maiden Name, Name of first school, Town of birth for example. With this, and the usual data protection questions - our doctor will be able to proceed with all subsequent consultations.
If the patient is consulting on behalf of their child, we might ask for proof of parental responsibility before creating a unique file for the child. So we might ask for a birth certificate or the child’s passport with matching surnames as the parent.
Ongoing authentication:
1: Check credentials against eligibility data provided by the client - typically an insurer.
2: The first time patient contacts our platform, as above, along with identification verification, they requested to define some security questions.
3: Afterwards, whenever any patient requests a medical consultation, they are requested to provide - full name, date of birth, home address and provide a correct response to the security questions. This way we ensure we are talking to the correct person.
Audits are performed to ensure that the above-mentioned process is followed by listening to phone recordings and ensuring that the protocol is accurately being used.
Prescriptions
Subject to the applicable law, Health Professionals may issue prescription for medicines only when, in their professional judgement, it is in the patient’s best interest to receive the medicine, and always in accordance with the Teladoc Prescription Policy.
The eligible member agree that: (i) any prescriptions the patient acquire from a Health Professional are solely for the patient’s personal use; (ii) to carefully read the product leaflet; (iii) to contact the treating doctor, primary healthcare practitioner or pharmacists should the patient have any questions regarding the prescription.
For further information regarding prescriptions through the Portal, please refer to Teladoc's Prescription Policy.
User Account and Eligibility
When registering on the App/ Portal the eligible member will be required to create an account by providing us with a preferred email address. The patient will then receive an email with login credentials to the Portal.
To create an account, the patient confirms that they are older than 18 years of age. If are under 18 years of age, the patient may not register to use the Service.
The eligible member may not transfer or share their login credentials with anyone or create more than one account (with the exception provided below). Under no circumstances may you use someone else’s account.
Use of service by minors
The use of the App/Portal is available for children under 18 years of age when accompanied by an adult with demonstrative parental responsibility for that child, except otherwise jointly agreed. However, the Account holder for any User under the age of 18 must be the User’s parents or legal guardian.
If you register as the parent or legal guardian, you will be fully responsible for complying with these Terms.
Acceptable use policies

You agree not to use the App/ Portal for any purpose other than to communicate with us about your case.
In particular, you agree that you will not attempt to:
1. impersonate any person or entity, or misrepresent your affiliation with the person or entity;
2. use the App/ Portal or the Service to violate any laws or regulations
3. decompile, reverse-engineer, disassemble or translate any software or other components that the App/ Portal or the Service utilizes;
4. distribute viruses or other harmful computer code through the App/ Portal;
5. circumvent any security safeguard that we use to protect the security of our information systems; or otherwise use the App/ Portal or the Service in any manner that exceeds its scope of use.
Intellectual property
All copyright material contained within this Portal is the property of Teladoc, or Teladoc has the adequate licences to use it. Any access to this material by you does not entitle you to any licence or right for the reproduction and/ or distribution and you must not do so without explicit, prior written consent from Teladoc, which may constitute a serious offence of Intellectual and industrial property.
Communications
The Portal has safeguards that are intended to prevent unauthorized parties from being able to access or read messages while they are in transmission. However, keeping messages secure depends on two important factors. First, we need you to make sure we have your correct email and contact data and you must inform us if it ever changes. Second, you should keep your App/ Portal username and password confidential and not share with others. If you think someone knows your password, you should notify us at dataprotectionofficer@teladochealth.com and promptly log into the Portal and change it.
Depending on your preferred method of communication, you will receive an email or phone call whenever you have scheduled an appointment through the Portal. The e-mail will not contain confidential health information, but it will prompt you to sign into the Portal.
Please do not use your regular email account to send us confidential information (such as your health details) since regular email is not sufficiently secure. Any document containing health information should only be provided through the Portal.
Messages and files sent and received through the Portal may be included in our records and may be deleted in accordance with our records retention policy.
The operation of the Portal may be interrupted by problems with computer hardware or software, interruptions in internet services, computer viruses or other problems beyond our control. If you need to reach us in the event of a service outage, you can contact us through the phone number in the contact us at +442080680035.
Termination
Teladoc reserves the right to suspend or terminate your use of the Portal and/ or your account for any reason at any time.
You may deactivate your account for any reason at any given time by sending an email to generaladmin@teladochealth.com
After termination, we will have no further obligation to provide you any Service.
Modification, discontinuation or suspension of the App/Portal
We may modify, discontinue, or suspend the Portal service for any reason at any time. We will inform of it as soon as reasonably practicable.
Modification of these Terms
We may, at any time, and at our sole discretion, modify, add or delete sections of these Terms, as well as correct errors or omissions contained herein. By using the Service following any such modification of the Terms, you are expressly accepting the updated Terms. Therefore, please review the Terms regularly.
Any modifications of these Terms will be displayed within the App/Portal as soon as reasonably practical.
Disclaimers and limitation of liability
YOU ACKNOWLEDGE THAT YOUR USE OR MISUSE OF THE PORTAL AND/OR THE SERVICE IS AT YOUR SOLE RISK, AND THAT YOU ASSUME FOR RESPONSIBILITY FOR ALL RISK ASSOCIATED THEREWITH. TELADOC MAKES NO REPRESENTATION, WARRANTY, OR GUARANTEE REGARDING THE RELIABILITY, TIMELINESS, QUALITY, SUITABILITY OR AVAILABILITY OF THE APP/PORTAL AND/OR THE SERVICE, OR THAT THE PORTAL AND/OR THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE.
YOU UNDERSTAND THAT TO THE EXTENT PERMITTED UNDER THE APPLICABLE LAW, IN NO EVENT WILL TELADOC OR ITS OFFICERS, DIRECTORS, EMPLOYEES, PARENT, SUBSIDIARIES OR AFFILIATES BE LIABLE FOR ANY DAMAGES, LIABILITY OR LOSSES RELATED TO, IN CONNECTION WITH, OR OTHERWISE RESULTING FROM (i) ANY USE OF THE APP/ PORTAL AND/OR THE SERVICE PROVIDED BY HEALTHCARE PROFESSIONALS; OR (ii) FROM YOUR INABILITY TO ACCESS OR USE THE APP ADD/OR THE SERVICE.
TELADOC SHALL NOT BE LIABLE FOR DELAY OR FAILURE IN PERFORMANCE RESULTING FROM CAUSES BEYOND TELADOC'S REASONABLE CONTROL.
Indemnification
You agree to indemnify, defend and hold harmless Teladoc, is officers, directors, employees, agents, subsidiaries, affiliates, licensors and suppliers, harmless from and against any claim, actions, demands, liabilities and settlements resulting from, or alleged to result from, your violation of these Terms.
General Provisions
Binding agreement. These Terms constitute a binding agreement between you and Teladoc and constitute a complete and exclusive statement of the Terms of the agreement between you and Teladoc regarding the Service.
Assignment. Teladoc may assign this agreement to any of its affiliates and/or in connection with a merger, sale of all or substantially all assets, sale or equity interests or other change of control transaction involving Teladoc. Users shall not assign or otherwise transfer this agreement, in whole or in part, without Teladoc's prior written consent.
Headings. The headings contained herein are for convenience of reference and shall not affect in any way the meaning and interpretation of these Terms.
Severability. The provisions of these Terms are severable and, should any profession herein be deemed unenforceable or invalid Such unenforceability or invalidity shall not affect the remainder of these Terms, which will continue in full force and effect.
Applicable law. You accept that the application, execution and interpretation of this agreement, whereby all parties will apply the principles of good faith, will be rules under English Legislation.
Jurisdiction. These terms and Privacy Policy shall be governed by, and shall be construed in accordance with, English law. In the event of legal proceedings or actions, you and Teladoc expressly waiv the right of any other jurisdiction that might correspond and agree that such dispute shall be resolved exclusively by the Courts and Tribunals of England and Wales.
(*) Optional Services
There are certain policyholders that as per their WeCare policy might benefit from the Financial and Legal Wellbeing services. The Services consist of general information in both relevant areas that should help you resolve situations that may cause anxiety or distress. Teladoc has arranged said Services to be provided by qualified companies and professionals that meet relevant legal requirements and hold relevant licenses in this regard. For the rendering of the Services you would have a direct telephone contact with the relevant provider, Teladoc will not be involved in the rendering of the Services nor receive any personal details of the same.