1. About us
Aeterna Health is operated by [registered company name and number], [registered address]. All Aeterna doctors are GMC-registered UK GPs. Clinical services are delivered online through a CQC-registered clinical platform, [provider name and CQC registration number].
2. Who our services are for
- Adults aged 18 and over who live in the UK.
- Aeterna Health is a private medical service and does not replace your NHS GP. With your consent, we share relevant findings with your registered GP.
- We are not an emergency service. In an emergency call 999; for urgent advice call NHS 111.
3. Our services and prices
Current services and prices are published on our services page: Initial Consultation £175, Aeterna Live £499, Focus Programmes £2,495 and Continuum £245 a month (three-month minimum). Aeterna Live and every Focus Programme include the general blood panel. Other tests, collection fees, prescriptions, medicines, supplements, skincare products and external referrals are charged separately and quoted before you decide. Prices are introductory and may change before launch; the price you agree at booking is the price you pay.
4. Payment
Payments are taken securely through Stripe. Payments for any service can be split into instalments; the options available to you are shown at checkout. Continuum is billed monthly in advance.
5. Messaging your doctor
Focus Programme patients may send one short, non-urgent question a week, answered by voice note or written message within 2 working days. Continuum patients may send one a month, answered within 4 working days. Messages are for quick lifestyle advice, not for new symptoms, test results or medicines. If a question is not suitable for messaging, your doctor will say so and it will not count as your question. Unused messages do not carry over. Messaging is not for urgent problems.
6. Tests, prescriptions and medical judgement
Tests are recommended only where the result could change your care, and your doctor will explain their purpose and limits. Medicines are prescribed only where clinically appropriate following a consultation, and your doctor may decline to prescribe. Some findings may need follow-up with your NHS GP or a specialist.
7. Results are not guaranteed
Lifestyle medicine depends on many factors, including what you do between appointments. Outcomes vary between individuals, and we cannot guarantee any particular result, including weight loss, changes in biomarkers or biological age.
8. Cancellations and refunds
- Services booked online or by phone carry a 14-day right to cancel under the Consumer Contracts Regulations 2013. If you ask us to start within those 14 days and then cancel, we may charge for services already provided, including any tests already processed.
- To move or cancel an appointment, please give at least [48 hours] notice. Appointments missed without notice may count as used.
- Continuum can be cancelled with [30 days] notice after the three-month minimum.
- Consultations within a Focus Programme should be used within the three-month programme period, unless agreed otherwise with your doctor.
9. Your responsibilities
Please give accurate, complete information about your health and medicines, tell us about any changes, follow testing instructions, and keep your NHS GP informed. Please do not send medical information by email.
10. Complaints
If you are unhappy with any part of our service, email hello@aeterna-health.co.uk. We will acknowledge your complaint within 3 working days and aim to respond fully within 20 working days. If you remain unhappy, you can contact [independent complaints body].
11. Liability
Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited by law. Your statutory rights as a consumer are not affected.
12. Website content
Information on this website, including our tests pages, is general information and does not replace a consultation.
13. Data protection
We process personal information in line with UK GDPR and the Data Protection Act 2018. See our privacy policy and cookie policy.
14. Governing law and changes
These terms are governed by the law of England and Wales. We may update them from time to time; the version in force when you book applies to that booking.
Related: Privacy policy · Cookie policy · Terms and conditions