Terms of Use

Welcome to the “Boots Online Doctor: Coach App” (“the App”). The App has been developed by Liva Healthcare UK Limited ("Liva") who is providing combined services to Boots Digital Health Limited t/a Boots Online Doctor (“Boots Online Doctor”). Boots Online Doctor and Liva have come together to provide you with the Boots Online Doctor Weight Loss Coaching Service “the Programme”) which consists of personal digital coaching, tailored lifestyle support, peer group support possibilities and evidence-based resources to support your health and lifestyle changes.

Your programme starts when you have made a purchase of the “Boots Online Doctor: Coach” subscription from Boots Online Doctor (“the Subscription”). As part of your subscription, you will gain access to the App and be connected with a health coach through an optional 15-minute video consultation to discuss your current lifestyle and create some health and wellbeing goals. If you prefer not to have a video consultation, you can communicate with a health coach by sending them text and/or video messages.

You will then use the App to track your goals, habits and metrics and to send comments or questions to a health coach for healthy lifestyle guidance and support. This entails a health coach reviewing your messages and progress and responding to you with feedback, questions and guidance in the form of video and/or text messages and educational resources. Our health coaches will have access to the data you record inside the Liva app to inform the advice and feedback they provide to you.

These terms of use are between you and Boots Online Doctor and relate to your use of the App. The terms and conditions related to the service you have purchased are between you and Boots Online Doctor and were communicated to you at the time of purchase of your service.

You should read through these terms of use before creating a user account in the App.

If you find anything in these terms of use which you cannot accept, you must not use the App.

You must be at least 18 years old to use our services.

By accepting these terms of use, you agree to be bound by them.

Once you place an order for subscription to the Coach app, we will assess your clinical suitability before access to the app is issued. Your subscription to the app lasts for 30 days and you will receive a reminder to renew for a further 30 days on day 25 within the app notifications. If you do not renew, access to the app will be switched off 7 days from the end of the 30-day subscription period. If you do choose to cancel, please view the privacy policy at https://onlinedoctor.boots.com/privacy-policy to learn how your data is stored. No payment will be taken if you have not renewed your subscription each month.

You can cancel your subscription and request a full refund at any time, provided that you have not logged in to the app. To cancel your app subscription, you can contact Boots Online Doctor Patient Support on 0800 0318386. All refunds will be processed within 3 working days of Boots Online Doctor agreeing to the refund but may take up to a further 5 to 10 working days to appear on your bank or card statement. The transaction will appear as ‘Stripe’.

Boots Online Doctor will use your personal data only for the purposes of providing you with the services you have requested and share your personal information across Boots services and business areas, such as Boots pharmacy, and with other companies that provide services on our behalf. Your personal data will be stored for as long as necessary unless we are required to hold it for longer for legal reasons. We are committed to protecting your privacy and keeping your personal data safe so we would never sell your personal data. For more information on how we use your data and how to amend or delete your data, please have a look at our privacy policy https://onlinedoctor.boots.com/privacy-policy.

Nothing in the App or the lifestyle coaching services provided to you as part of the Programme should be construed as medical advice, treatment or diagnosis. Your use of the App and the lifestyle coaching services is not a substitute for medical consultation, evaluation, or treatment. You are encouraged and advised to seek the advice of a healthcare professional before using the lifestyle coaching services. You declare that you are in good enough health to begin using the lifestyle coaching services, which may result in changes in your diet and/or physical activity and/or other lifestyle-related behaviors. Individuals with chronic illnesses or health problems are specifically warned and encouraged to seek professional medical advice prior to embarking on any kind of lifestyle-changing efforts. If you have been diagnosed with a chronic illness or other health condition, you acknowledge that you have received approval from your healthcare provider or physician to receive the lifestyle coaching services before using them, and that you will be actively monitored by your healthcare provider or physician while using lifestyle coaching services. You acknowledge and understand that results may vary and that, despite your efforts or those of our health coaches, Boots Online Doctor and Liva cannot guarantee that you will achieve your lifestyle-related goals. Boots Online Doctor and Liva can only be held responsible for the face value of the services offered.

Any link you follow to a third-party website is without the responsibility of Boots Online Doctor or Liva. Boots Online Doctor and Liva accept no responsibility for any damages you may suffer as a result of a file or virus you download from a third-party website.

The Groups are a community area in the App where you and other subscribers to the Programme can post messages and other content. If you are a subscriber to the Programme, you (or the author) own the copyright in the messages posted in the Groups, but by posting such content you grant Boots Online Doctor and/or Liva the right to use, copy, display, distribute, perform, translate, edit and create derivative works of your user submissions, subject to these terms.

While community areas in the Groups are monitored for inappropriate language or illegal content, Boots Online Doctor and Liva have no obligation to pre-screen postings and are not responsible for their content. We encourage you to notify us of inappropriate or illegal content and reserve the right to remove postings for any reason.

You shall not post content which a) is false, inaccurate or misleading; b) is obscene or indecent; c) infringes any copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy of any party; or d) is defamatory, libelous, threatening, abusive, hateful, contains pornography or nudity. Members shall not interfere with other members' use and enjoyment of the Groups, for example by harassing, threatening, soliciting, overly promoting personal interests or stalking other members in the community or messages, including bigotry, racism, hatred or profanity. You may not use the App to conduct any activity that is illegal or violates the right of others or promote any illegal or harmful activities against any group or individual.

You agree not to disclose to any person or entity personally identifiable or information about other members that you encounter while using the Groups, without express consent from this member. You may disclose information of general nature (that could not identify the member who provided such information or whom such information is about) to third parties outside Groups, subject to the above restrictions and non-commercial use.

Health coaches are expected to communicate with you exclusively through the App. They will not respond to communication attempts via email, phone, or social media. Any attempt to contact a health coach through these channels will be considered a violation of this policy and appropriate corrective action will be taken. Consequences for violations may include verbal or written warnings, suspension of services, termination of services, and/or legal action, as deemed necessary.

Your communication with Boots Online Doctor and/or Liva staff and/or our health coaches is expected to always remain of a professional nature. You must refrain from making comments on appearance, engaging in suggestive language, or asking personal questions of a health coach or Boots and/or Liva staff member. Any personal information you relay to a health coach must be appropriate and relevant to your health journey. Consequences for violations may include verbal or written warnings, suspension, termination, and/or legal action, as deemed necessary.

Boots Online Doctor and Liva are not responsible for any breakdown of or failure to access the App, or for unstable power supply or internet connection, vandalism of the system (both physical as well as computer viruses and hacking), misuse of personal information or other matters and circumstances beyond Boots Online Doctor and/or Liva’s control.

Boots Online Doctor and/or Liva, nor their affiliates, agents, officers, directors or subcontractors (“Liva Parties”) do not exclude or limit in any way its liability for death or personal injury caused by Liva Parties negligence, or fraud or fraudulent misrepresentation.

To the extent permissible by law, Boots Online Doctor and/or Liva exclude its liability for all other matters.

Except in the case of death or personal injury caused by their negligence, Boots Online Doctor and Liva hereby disclaim, to the maximum extent permitted by applicable law, liability for any loss or damage which may be suffered by any person, whether suffered directly, indirectly, immediately or consequentially, and whether arising in contract, tort (including negligence) or otherwise which arises out of, or in connection with: (i) use of, or inability to use, the App; (ii) use of information or content on the App; (iii) any services provided on or through the App; and (iv) interception or unauthorised access to personal information submitted to the App, including, without limitation, the following categories of loss or damage, whether or not Boots Online Doctor and/or Liva have been advised of the possibility of such loss or damage: loss or corruption of data; loss of profits; loss of anticipated savings; loss of business opportunity; loss of goodwill; loss of reputation; and/or special damage.

Boots Online Doctor and Liva are not liable to you where performance of any obligation is prevented or restricted by any circumstance or cause beyond Boots Online Doctor’s or Liva’s reasonable control.

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available is owned at all times by Boots Online Doctor and/or Liva.

Boots Online Doctor’s and/or Liva's services, our authors, our partners and other contributors to the general material on this site cannot be held directly or indirectly responsible for any consequences of using the general and other information.

All rights to App content belong to Boots Online Doctor and/or Liva, and content may not be copied, sold, distributed or reproduced without written consent. However, private individuals are permitted to print the material for their own non-commercial use, as long as they do not edit the material, and provided that they print these terms of use and attach them, so the terms for using the material are clear to anyone who may come across it.

These terms of use are subject to change at any time. If Boots Online Doctor and/or Liva amends these terms of use, the most recent version of the terms of use will be shown in the App and will then apply to the use of the App. When these terms of use are amended, we will state that these terms of use have been amended and show the relevant date at the head of these terms of use. If you experience problems using the functions in the App you may contact Boots Online Doctor Customer Support Team on 0800 0318386.

You agree that these terms of use describe the entire agreement between us with respect to its subject matter.

These terms of use, their subject matter and their formation, are governed by the laws of England and Wales. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you have any questions or concerns about material which appears on the app, please call us on 0800 0318386.

If you have any questions or concerns about our services, please get in contact with our customer service team who will try and resolve the issue without delay.

You can contact us in relation to the App either by:

• Logging into your account and sending us a message
• Giving us a call on 0800 0318386 (8:30am to 6:00pm UK time on Monday to Saturday and 9:00am to 2:00pm UK time on Sunday)