Patient Terms of Use

Terms of Use of Our Service

You should read these Terms carefully before using Live Doctor services as they set out the basis on which we provide services to you. If you are unhappy with or do not agree with these Terms then you should exit the Live Doctor platform and app.

These Terms apply to all of the users (including 'you') of our website (, our mobile application ('App') (together, the 'Platform').

By using the Platform, you are agreeing to these Terms, along with the following additional terms, which also apply and shall be incorporated into our Contract with you:

  1. our Privacy Policy (separately available on


Please note that Live Doctor is NOT to be used in an EMERGENCY situation.



Who we are. The Live Doctor brand and Platform is owned and operated by Ingenium Consulting Services Ltd. ('Live Doctor', 'our', 'us' or 'we'), a company registered in Bangladesh (registered and incorporated CH-12375/2017). Live Doctor is a communications and technology platform that matches customers with medical practitioners to arrange appointments by video call, as a result, we are not affiliated with any medical clinic, hospital or healthcare provider.

How to contact us. To contact us, please email  . For other options, please visit Contact Us (

We may contact you by email to the email address provided in your Account, by written communication to the postal address provided in your Account or by a general notice on the Platform.


What Services do we offer? Live Doctor offers a Platform which enables you to connect online, in real time, to Medical Consultants / Doctors (Practitioners).

Each of the Medical Consultants / Doctors is registered with the respective Medical Council of their country of residence and is an independent medical professional.

You can use the Platform in order to:

  1. book an appointment for an online consultation with a qualified Medical Practitioner via the Platform ('Appointment');
  2. btain qualified and professional medical opinions and 2nd opinions only from the Practitioner. It must be recognised, these opinions are the views of the Practitioner not Live Doctor.
  3. only if agreed with the Practitioner during the Appointment, and where we are legally permitted do so, you may also obtain prescriptions for certain medication(s). This can only occur where Medical Consultant / Doctor is authorised to do so.

(each a 'Service' or together the 'Services').

Appointments are subject to availability. Appointment times are subject to change and are only made available to you at our sole discretion.

We cannot be liable for situations, where, in the event that:

  1. you require medical advice and you are unable to access Live Doctor for whatever reason;
  2. there are no Appointments available to suit your requirements;
  3. you miss an Appointment for whatever reason;
  4. you lose connection to the Platform during an Appointment; or
  5. your Appointment is cancelled, including as a result of a Practitioner being unavailable. (in this specific situation please contact Live Doctor Support team).

Sessions. A 'Session' is a ten-minute block of time, during which you can have a consultation with a practitioner via the Platform

Booking an Appointment in advance.  You can request an Appointment on your chosen date and time (subject to availability) via the Platform.

Confirmation of Appointments. After you have requested an Appointment via the Platform you will be sent confirmation of the Appointment in the form of an email. If you do not receive such confirmation within twenty four (24) hours of requesting your Appointment (or, in the case of same day Appointments, within four (4) hours of the start of your intended Appointment) please contact the Live Doctor support team to check we have received your booking request.

Your right to make a change to an Appointment once booked. If you wish to make a change to the date or time of your Appointment you should contact the Live Doctor support team. We will let you know if the change is possible. If it is possible we will let you know about any changes to the date or time of your Appointment or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to cancel your Appointment.

Our duty if we make changes to an Appointment once booked. We will advise you by email as soon as possible, if we have to amend, change or cancel any Appointment that you have booked.

Prescription services. Live Doctor does not offer a prescription provision or fulfilment service. Prescriptions will only be issued by Medical Consultants / Doctors where it is appropriate, legal and responsible in the circumstances and as the result of discussion and mutual agreement between you and the Practitioner.

Medical Consultants / Doctors and choice.  We do not make any guarantee whatsoever as to the availability of any single Practitioner at any time. There will be some situations where we may replace one Practitioner with another similarly qualified Practitioner.

Live Doctor is a communications and technology platform that matches customers with medical practitioners so as to arrange appointments by video call, since we are not affiliated with any medical clinic, hospital or healthcare provider, we do not make any representation nor give any warranties regarding any Medical Consultants / Doctors' training, qualifications or skill, although we will comply with all legal requirements and laws.


To ensure you are able to use the Platform and Services safely and in accordance with these Terms, you must:

  1. provide full and accurate information about your medical history and current symptoms (to the Practitioner during an Appointment and by uploading relevant information to the Platform, as applicable). Failure to provide full information may impact on our ability to provide the Services and the ability of the Practitioner to make a full assessment of your health and care needs;
  2. comply with our Fair Usage Policy (see Schedule 1, below) at all times;
  3. not use the Services for any inappropriate purposes (including, without limitation, to obtain clinically inappropriate prescriptions);
  4. follow instructions given to you on the Platform and/or by a Practitioner;
  5. follow instructions on any medicine or healthcare product recommended to you on the Platform and/or by a Practitioner;
  6. seek further medical advice if you have any concerns about the information given to you on the Platform and/or by a Practitioner or if your condition changes; and
  7. seek immediate medical assistance if you suffer adverse or unexpected effects of any treatment, medicine or healthcare product recommended to you on the Platform and/or by a Practitioner. Please see Emergencies (see Section 1).


For details of the technical requirements to access and use the Services, please see Connectivity.


Registration requirements. In order to register for an account via the Platform ('Account') and the Services you represent and warrant that you:

  1. are at least eighteen (18) years of age; and
  2. have capacity to accept and agree to these Terms.

Register an Account on the Platform. To register with us you are required to provide accurate and complete information, including your first and last name, email address, postal address, mobile telephone number (you are not permitted to use landline numbers in place of a mobile telephone number) and any other information that we specifically request. You must keep your Account details up to date at all times. We reserve the right to terminate any Account which (at any time) does not include a valid email address and mobile telephone number (not a landline) on file as part of that individual's Account. Both the email address and mobile telephone number must be stored in the profile for your Account.

Identification Checks / fraudulent Accounts. We may contact you by telephone, post or email to verify identity or other Account information and may request further information from you, which you agree to provide, in order to ensure you have not fraudulently created your Account. If you do not provide this information in the manner requested within seven (7) Working Days of the request, we reserve the right to suspend, discontinue or deny you access to and use of the Platform and Services until the information is provided to our reasonable satisfaction.

Only register one Account to use the Platform. If you use multiple accounts for the Services, this will mean that records of your care may be inaccurate and you may put the safety and quality of your future care at risk.

Third party information that you provide. Where you upload any personal health information to the Platform which you have obtained from a third party health service provider, you warrant that such information is provided lawfully and has not been tampered with.

Keep your log-in details confidential. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat this as confidential. You must not disclose it to any third party. If you know or suspect that anyone other than you knows your user identification code or password, you must promptly Contact Us (see Section 2).

Responsibility for your Account. You are solely responsible for all activity that occurs on your Account and you must notify us immediately if you become aware of any unauthorised use of your Account or if your login details are lost or stolen. We shall not be liable for any losses that you incur as a result of any unauthorised use of your Account.

We may monitor use. We reserve the right to monitor your use of the Platform and/or Services and to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms or if we suspect any unauthorised use or misuse of the Platform and/or Services.


For further information about how we use your personal information please see our privacy policy Electronic Medical Records. Your Live Doctor electronic medical record ('EMR') is created for you to document (by way of consultation with a Practitioner only), store and access your personal health information online, including:

  1. medical history;
  2. current health conditions;
  3. symptoms;
  4. complaints;
  5. allergies; and
  6. medications,

and for your Practitioner to record the results of his or her consultations with you in accordance with his or her obligations under applicable UK law. Your Practitioner will attach to your EMR any information provided or collected as part of an Appointment (which we may supplement with documents to be reviewed in the consultation though the Practitioner will not be able to directly save or add images/documents)). You will be able to share images with the Practitioner as part of the chat function in the consultation but these images will not then automatically be saved onto your records on the Platform. If you want a particular detail added to your EMR it is your responsibility to express this to your Practitioner during an Appointment. By using the Platform, you agree that Live Doctor and the Medical Consultants / Doctors shall be permitted to use your EMR for the purposes of providing the Services and facilitating your care. Such use shall always be in compliance with applicable law and our Privacy Policy

Information Resources (Opt-in). By registering on the Platform and then providing "opt-in" consent to receive information resources and/or marketing communications, you are agreeing to the receipt of offers, promotions, surveys, newsletters and other information regarding medical and health-related topics, which may include links to other related websites.

If you do not wish to receive such communications, you may opt-out at any time by going to Account and selecting My Details and "Communication Preferences".

Recording Appointments.

You are not permitted to make any form of recording of any Appointment yourself.


We may amend these Terms from time to time. Every time you wish to use our Platform, please check these Terms to ensure you understand the Terms that apply at that time. If we make any material changes to these Terms, we will try to give you reasonable notice prior to the change becoming effective. Any change will be effective immediately when the revised Terms are posted on the Platform. You should stop using the Platform if you do not agree to any changes.

These Terms were most recently updated in September 2019. To obtain an historic version of these Terms please Contact us (see Section 2). We recommend that you print and keep a copy of these Terms.


We may update and/or make changes to the Platform and/or the Services from time to time, for example, to reflect changes in your needs and/or our business priorities, security updates or any legal or regulatory changes.  We will try to give you reasonable notice of any major changes in advance.  If you are not happy with the proposed changes, then you may contact us (see Section 2) to terminate our contract with you.

We may make updates to the App available to you from time to time which may for example contain vital security updates. We therefore recommend that you regularly update the App if you have downloaded a version of it to your own device, in order to take advantage of the improvements and fixes made by these updates. You may need to update the App if you have downloaded a version of it to your own device in order to continue to use the Services and you may have to accept a new version of these Terms when you update the App.


We do not guarantee that the Platform, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of the Platform for business and operational reasons, including (without limitation) for technical or security reasons. We will try to give you reasonable notice of any suspension or withdrawal.

If we need to suspend access to the Platform at any time prior to any Appointment that you have already booked, we will notify you in advance (unless the suspension is due to unforeseen circumstances such as emergency maintenance) and arrange a new Appointment for you as soon as possible.

We reserve the right to suspend or terminate your access to the Platform at any time, without notice and without us bearing any liability to you, if we reasonably believe you have breached any of these Terms. In such circumstances, any Appointments that you have already booked will be cancelled.


While you are logged into your Account, you are able to use the Platform and the Services for your own personal, non-commercial use only.

You are also granted a licence to download or stream a copy of the App (and any documents provided on or in relation to the Platform or Services) onto your Device and to view, use and display the App on such Device for your own personal, non-commercial purposes only. The terms of this licence are set out in the End User Licence Agreement which you must accept when downloading the App.

These are both limited licences and you may not sell, assign, sublicense, grant a security interest in or otherwise attempt to transfer any right in the Platform, create any works based on the Platform or commercially exploit the Platform or the Services in any way. This includes (but is not limited to) selling, reselling, reproducing, duplicating or copying the Platform and/or the Services and the use of any data mining, gathering or extraction tool. Any of these uses will result in your licence being terminated and you will no longer be authorised to use the Platform or the Services.


Live Doctor is a communications and technology platform that matches customers with medical practitioners so as to arrange appointments by video call, we are not affiliated with any medical clinic, hospital or healthcare provider.

Medical Disclaimers: You should always seek the advice of a doctor or other qualified healthcare provider regarding any medical concerns (and before starting, stopping or modifying any treatment or medication) even if you have already obtained medical advice via or read relevant material on the Platform.

Live Doctor does not guarantee that a video/chat/picture message consultation is the best course of accessing advice or indeed the appropriate course of treatment for your particular healthcare concern or medical issue. You agree to contact your own doctor or GP immediately should your condition change or your symptoms worsen. In an emergency, you should contact your nearest emergency services centre immediately.

Content Disclaimers: Any information on our Platform or in any communications from us (other than advice provided by a Practitioner during an Appointment) is for general educational and informational purposes only and is not intended to amount to advice on which you should rely.  Such information should not be relied upon as a substitute for seeking appropriate individual medical advice or services.

Although we make reasonable efforts to update the information on the Platform, we make no representations, warranties or guarantees, whether express or implied, that the content on the Platform is accurate, complete or up to date.  We accept no responsibility for any consequences relating directly or indirectly to any action or inaction you take based upon such information.

General Disclaimers: We make no warranty that the Platform or the Services will meet your requirements or that the Services will be uninterrupted, 100% secure or error-free, or that defects, if any, will be corrected. We are not responsible for transmission errors or any corruption or compromise of data carried over local or interchange telecommunication carriers.

We will take all reasonable precautions to protect against failure of our equipment and software and will perform regular back-ups of all data stored. You acknowledge and accept that in the event restoration of data from backup is necessary, it may take several days to complete such restoration of data and resume operation of the Platform and/or the Services, in which circumstances any booked Appointments shall be deemed a Disrupted Appointment.

We do not guarantee that the Platform will be secure or free from bugs or viruses. You are responsible for configuring your Devices in order to access the Platform. You should use your own virus protection software.


We do not endorse the promotions, products or services of any third parties, nor do we warrant or validate the accuracy of any third party advertisements, promotions, communications or other materials. We do not assume any responsibility or liability for the accuracy of information contained on any third party web sites.


Live Doctor is a communications and technology platform that matches customers with medical practitioners so as to arrange appointments by video call, we are not affiliated with any medical clinic, hospital or healthcare provider.

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability to compensate you for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; or for fraud or fraudulent misrepresentation.

Whilst the Medical Consultants / Doctors are independent contractors and not employees of Live Doctor, each of the Medical Consultants / Doctors themselves have responsibility to hold appropriate medical indemnity insurance to cover them in respect of claims arising from the provision of medical advice by them via the Platform. Live Doctor is not liable for the action or inaction of Medical Practitioners.

Liability for damage to your Device or digital content. If defective digital content which we have supplied damages your Device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

No liability for inability to use the Platform / reliance on any content.  Subject to 'We do not exclude or limit in any way our liability to you where it would be unlawful to do so' we will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising in connection with:

  1. inability to use the Platform; or
  2. use of or reliance on any content displayed on the Platform.

We are not liable for business losses.  We only supply the Services for domestic and private use. If you use the Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.


We shall not be responsible if the supply of the Services is delayed or prevented by circumstances outside our reasonable control. If this happens we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay or failure. Where the delay means that we cannot supply the Services in respect of an Appointment that you have already booked, we will try to offer you an alternative Appointment. If there is a risk of substantial delay, you may Contact us (see Section 2) to cancel your Account and/or cancel any Appointments.


Our right to terminate. We may end the contract between us, terminating your right to use the Platform or the Services, if:

  1. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services, for example valid contact details;
  2. you seriously (as determined by us) or repeatedly breach any of these Terms or our Fair Usage Policy (see Schedule 1, below).

You must compensate us if you break the contract. If we end the contract in the situations set out in the circumstances above we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

We may withdraw the Services. We may write to you to let you know that we are going to stop providing the Services. We will try to let you know in advance of our stopping the supply of the Services.

We will advise you of any termination or suspension via the contact email held as part of your Account.

Your right to terminate.  You may cancel an Appointment and/or cease using the Platform at any time.

How to cancel an Appointment / terminate Services.  You may cancel an Appointment / terminate Services via the Platform or by Contacting Us.

Consequence of termination.  On termination of your Account for whatever reason, we have the right to delete all data, files or other information relating to you that we store or control for any reason, subject to UK law concerning the keeping and maintenance of your EMR and relevant data protection laws. Please see our Privacy Policy ( for further information.


We are the owner or the licensee of all intellectual property rights in the Platform, and in the material published on it. These works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our Platform for your personal (non-commercial) use. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text. Our status (and that of any identified contributors) as the authors of content on our Platform must always be acknowledged.

If you print off, copy or download any part of our Platform in breach of these Terms or otherwise breach our intellectual property rights, your right to use our Platform will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.


We may transfer our rights and obligations to someone else.  We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract you have with us.

You need our consent to transfer your rights to someone else.  You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.

Nobody else has any rights under these Terms.  No other person shall have any rights to enforce any of these Terms

If a court finds part of these Terms illegal, the rest will continue in force.  Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing these Terms, we can still enforce them later.  If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaching these Term, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

Which laws apply to these Terms and where you may bring legal proceedings.  These Terms are governed by English law and you can bring legal proceedings in respect of the Platform and/or the Services in the English courts.


The following defined terms apply to these Terms.

Appointment means an appointment for a consultation with a Practitioner via the Platform, which shall be limited to 20 minutes in total. Subject to any further extensions in accordance with the relevant terms.

Device means the computer, laptop, smartphone or tablet computer that you use to connect to the Platform.

EMR means your Electronic Medical Records as more particularly described above (see Section 8).

Practitioner(s)  means the participating doctor(s) who give medical advice and provide you with related administrative services including referrals and sick notes via the Platform.

Private Patient  means a self-funded patient who accesses the Services in accordance with the terms for  Private Patients.

Services has the meaning set out in clause 3 and as further described the Platform.


Fair Usage Policy

Our Fair Usage Policy is designed to prevent fraud, abuse of Memberships and to ensure that everyone who wishes to use our Services is able to access a doctor as fast and safely as possible.

Unlawful, prohibited or unusual activities (non-exhaustive list)

You are not permitted to (or permit anyone else to):

  1. use the Platform or Services in any unlawful or fraudulent way and/or for any unlawful, fraudulent or inappropriate purpose;
  2. use the Platform or the Services for the purpose of harming or attempting to harm minors in any way;
  3. post or transmit a message (written, verbal or via video) under a false name or use our network resources to impersonate another person or misrepresent authorisation to act on behalf of others (including but not limited to Medical Consultants / Doctors) or Live Doctor. All messages transmitted via the Platform should correctly identify the sender and you may not attempt to alter the origin of email messages or postings;
  4. allow another person or entity to use your Account, username or password (unless a permitted minor) ;
  5. market, promote or solicit the Services except as expressly permitted by these Terms;
  6. distribute chain letters or unsolicited bulk electronic mail ("spamming") via the Platform, to Live Doctor or to any third party allegedly on behalf of Live Doctor;
  7. attempt to undermine the security or integrity of computing systems or networks of Live Doctor, the Platform or any sites or platforms accessed through or via the Platform, and you must not attempt to gain unauthorised access;
  8. harvest or collect data about any other individual who uses the Platform;
  9. post or transmit any data, materials, content or information which is threatening, false, misleading, abusive, defamatory, derogatory, pornographic or profane, or that contains or promotes any virus, worm, Trojan horse, time bomb or other computer programming or code that is designed or intended to damage, destroy, intercept, download, interfere, manipulate or otherwise interrupt or expropriate the Platform and/or the Services;
  10. tamper, hack, spoof, copy, modify or otherwise corrupt or attempt to gain unauthorised access to the administration, security or proper function of the Platform and/or the Services, or the server on which the Platform or related materials are stored or any server, computer or database connected to the Platform. You will not use robots or scripts with the Platform;
  11. attempt to reverse engineer, reverse assemble, reverse compile, decompile, disassemble, translate or otherwise alter, defraud or create false results from any executable code or information on or received by this Platform. You agree to have anti-virus and/or anti-spyware software running that is set to override the Internet browser's cookie setting;
  12. upload or provide any information to the Platform or any Practitioner in breach of any third party's intellectual property rights and/or any obligation of confidentiality or contractual duty owed to any third party; or
  13. reproduce, duplicate, copy or sell any part of the Platform in contravention of the provisions of our Terms.

Breach of this Fair Usage Policy

When we consider that a breach of this Fair Usage Policy has occurred, we may take such action as we deem appropriate.

Failure to comply with this Fair Usage Policy constitutes a material breach of our Terms upon which you are permitted to use our Platform, and may result in our taking all or any of the following actions (at our sole discretion):

  1. Deletion of any information provided by you that we deem in our sole discretion to be fraudulent, abusive, defamatory, obscene or in violation of any third party intellectual property right.
  2. Suspension or termination of your contract for the Services / Membership. Where we consider it reasonable and at out complete discretion, we may provide you with a notice of improper behaviour before suspending, terminating or offering alternative Services, as we deem appropriate.
  3. Issue of a warning to you;
  4. Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
  5. Further legal action against you.
  6. Disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law.

We exclude our liability for all action we may take in response to breaches of this Fair Usage Policy. The actions we may take are not limited to those described above, and we may take any other action we reasonably deem appropriate.

Live Doctor Privacy Policy

This privacy notice tells you what to expect us to do with your personal information when you contact us or use one of our services. It applies to everyone who uses Live Doctor, whether you:

  1. are paying for Live Doctor services yourself or
  2. you are not paying for Live Doctor services yourself because they are part of the NHS services offered by your GP surgery.

Personal information is any information that can be linked to you or another living person.

This notice is split into sections:

  1. Our details
  2. What does Live Doctor use my personal information for?
  3. How does Live Doctor get my personal information?
  4. What personal information about me does Live Doctor use?
  5. Who does Live Doctor share my personal information with?
  6. Where is my data stored?
  7. How long does Live Doctor keep my personal information for?
  8. What rights do I have over my personal information?
  9. Contact us
  10. Complaints
  11. Updating this notice
  12. Cookies

Our details

Live Doctor is responsible for keeping the personal information we use safe and making decisions about how it can be used. Our business name is Ingenium Consulting Services Ltd.

You can contact our Data Protection Officer at

What does Live Doctor use my personal information for?

We use your personal information to:

  1. provide you with Live Doctor services

    For example we may use your personal information to:

    1. send you a text message requesting that you validate your Live Doctor account and/or to reset your username and password if required
    2. administer our site, for example to allow you to log in and log out of your account
    3. notify you about changes to this privacy notice or our services
    4. ensure that content from our website or apps is presented in the most effective manner for you
    5. allow you to use our interactive features
    6. respond to any queries you raise with us and to provide customer support
    7. ask for feedback from you, if they have agreed to this
  2. help maintain the quality of and improve Live Doctor services

    For example we may use your personal information to:

    1. create anonymous information that we can use to help develop our services or provide to other organisations with an interest in our services, like regulators
    2. anticipate demand for our services
    3. monitor the performance of our website and applications
    4. quality assure the services provided by Live Doctor GPs and members of Live Doctor staff

If you have agreed, we may also use your personal information to let you know more about our services and offers, or those of third parties and to understand the effectiveness of our advertising. This may include using your medical information, so we can offer services that are relevant to you. For example, we may ask you some questions relating to your general health, or you may choose to share your data from wearable devices, monitors or other apps with us. If you are paying for Live Doctor services and we hold your medical data, you may also choose to allow us to use this to personalise recommendations from Live Doctor and selected third parties. You can control how we use your personal information through your communication preference centre.

We may sometimes need to use your personal information for other purposes

We may sometimes need to use your personal information to:

  1. co-operate with regulators
  2. comply with a legal obligation, like a court order requiring us to release information
  3. deal with disputes and legal claims, for example if you make a legal claim against one of our GPs
  4. deal appropriately with any risk to public health

And if you are paying for Live Doctor services we may also use your personal information to:

  1. carry out credit checks to check your identity

    We will use this information to:

    1. Verify the accuracy of the data you have provided to us
    2. Prevent criminal activity and fraud
  2. obtain payment from you for our services

Under data protection laws, each purpose for which we use your personal information must comply with one of the conditions for processing. You can find out more about the conditions we rely on below

When we are using personal information we must meet one of the conditions set out in Article 6 of the General Data Protection Regulation (GDPR).

Under the GDPR there is some personal information that is so sensitive that it gets extra protection. This special data is any personal information about someone's:

  1. health (including mental health);
  2. sex life;
  3. sexual orientation;
  4. racial or ethnic origin;
  5. political opinions;
  6. religious or philosophical beliefs
  7. trade union membership.

It also includes genetic data and biometric data if that information is used to identify an individual.

When we are using special data we must

How does Live Doctor get my personal information?

Most of the personal information we use is provided to us directly by you so that you can access our services. For example, you provide us with your contact details. Please let us know if there are any changes to your personal details while you are registered with us

This includes personal data you provide when you:

  1. search for one of our apps or our website
  2. download one of our apps
  3. create a Live Doctor account on-line;
  4. purchase services through our website or one of our apps;
  5. log in to Live Doctor and use the Services;
  6. report a problem with a Live Doctor app or website;
  7. request marketing to be sent to you;
  8. enter a competition, promotion or survey; or
  9. give us some feedback.

If you agree, we may use information about your health from health technology companies

If you agree, we may use information about your health from smart devices. For example, smart watches can keep a record of your heart rate.

You can choose to stop sharing this data with us at any time.

We also gather technical information about your visit, like what device you are using to access Live Doctor services. More detail about what we collect is set out in the section below (What personal information about me does Live Doctor use?)

We automatically collect this personal data by using cookies, server logs, application data caches, browser web storage and other similar technologies. We may also receive data about you if you visit other websites that use our cookies. Please see our cookie policy for further details.

We collect information about your location if you are using a computer, tablet or mobile phone that has GPS enabled.

We use information about your location to advise you where your nearest pharmacy is.

You can stop us using your location information at any time by turning off the GPS setting in your device

What personal information about me does Live Doctor use?

We use the following personal information:

  1. Your contact details and account details

This includes the information that you provide us with when you register and other profile information

This includes:

  1. Your name
  2. Your title
  3. Your address
  4. Your email address
  5. Your mobile telephone number
  6. Your username
  7. Your password
  8. Answers to security questions to check your identity
  9. Any personal description provided by you
  10. Any photograph provided by you
  11. Any personal interests provided by you
  12. Your communication preferences
  13. Any feedback or survey responses provided by you
  14. Biographical information

This is information like your date of birth, nationality, gender, marital status and dependants

  1. Information about your health and social circumstances

This includes:

  1. Recordings of your online appointments
  2. Notes and reports relevant to your health, including any information you have told us about your health.
  3. Details of your treatment and care, including any diagnosis, medical advice, comments and care plan from your Live Doctor GP and other staff who have cared for you.
  4. Results of investigations, such as laboratory tests and x-rays.
  5. Relevant information from health and social care professionals, relatives or those who care for you.

Health tracking programmes allow you to combine data from multiple apps or devices. By doing so, you can track your health and fitness activities against your goals to provide you with a comprehensive view of your health and fitness.

This information can include all of the information listed below in examples of data from smart devices and health apps. Information may be combined from several sources to provide you with a more personalised view of your health and lifestyle.

  1. If you agree, information from smart devices and health apps.

This information can include indicators of activity such as heart rate or blood pressure, exercise summaries, nutritional intake, weight and sleep cycles.

  1. Information about your next of kin and carers

This includes their contact details, relevant medical history if required and emergency contact information.

  1. Communications with or about you

This includes referrals, prescriptions and fit notes

  1. Information about your use of the Live Doctor app or the website

This includes:

  1. Whether you are using a computer, mobile phone or tablet to access our services.
  2. Your mobile operating system, the type of mobile internet browsers you use and data about the way you use our app and/or website
  3. Information that identifies the computer, mobile phone or tablet that you use to access our service.

This includes your I.P. address, any unique device identifiers placed by us or our service providers, the unique identifier assigned by Live Doctor to your computer, mobile phone or tablet

  1. Information about your visit.

This includes full uniform resource locators (URL); clickstream to, through and from the Live Doctor app and website (including date and time); services you viewed or searched for; page response times; download errors; length of visits to certain pages; page interaction information (such as scrolling, clicks and mouse-overs); methods used to browse away from the page

  1. Consultation length, how often you visit and any phone number used to call our customer services
  2. Information stored on your mobile phone, tablet or computer that you choose to share with your Live Doctor GP during your on-line appointment
  3. If you are using a computer, tablet or mobile phone that has GPS enabled, your location.

We use information about your location to advise you where your nearest pharmacy is.

You can stop us using your location information at any time by turning off the GPS setting in your device

  1. If you provide us with feedback, we will use information from feedback information and survey responses from you.

This may include demographic information, such as where you live and your income, if you choose to provide it. It may also include your opinions about our services.

We anonymise this information before we use it to improve our services.

Who does Live Doctor share my personal information with?

To provide you with Live Doctor services we need to share your personal information with the medical Practitioners.

We also need to share information with partner organisations that help administer Live Doctor accounts.

For example:

  1. Our IT suppliers, including suppliers of data storage services
  2. Contractors who provide our telephone services
  3. Suppliers of web hosting services
  4. Organisations that we use to obtain feedback from patients who have agreed to do this

We have vetted these organisations to ensure that they will deal with your personal information responsibly.

We do not allow these partner organisations to use your personal information for their own purposes. We only permit them to use your personal in accordance with our instructions.

We may also share information with our partner organisations who provide data analysis services, to help improve our services. This does not include information about your health.

Sometimes we need to share information with regulators. With your agreement, information can be shared with relatives, partners or friends who act as a carer for you. We will only share information once the person you have asked us to share the information with has provided us with proof of their identity.

For example we may share you contact information with companies that we use to send marketing emails. Although we will not share information about your health with these organisations, it may be possible for them to infer this information due to the content of the marketing email. For example, if we are sending you information about how we can help you manage your diabetes, our partners will be able to infer that you have this condition. You can control your settings in your  communications preference centre.

  1. Our IT suppliers will also include our IT service provider, who ensures your medical records are stored securely
  2. We may share your information with credit reference agencies to help us check your identity
  3. If you have agreed to receive information about our services and offers, we may share your information with marketing organisations.

Where is my data stored?

Most of the time your personal information stays within a network of global cloud data centres across US and Europe operated by Amazon Web Services. This ensures that your personal information and your privacy rights are protected.

The European Commission (part of the European Union) has ruled that the EU-US Privacy Shield provides adequate protection to allow personal information to be transferred to the United States.

How long does Live Doctor keep my personal information for?

Medical information

If you pay for Live Doctor services, clinical information will be stored on Live Doctor systems. This information will be deleted in accordance with the Records Management Code of Practice for Health and Social Care.

for a maximum of 2 years from when you last accessed the Live Doctor website or app.

How does Live Doctor keep my information secure?

At Live Doctor we take security and the secure storage of personal data seriously. We encrypt and store all personal data on secure servers using the latest technologies which are protected by several layers of security.

We do not store any of your personal health data on your mobile device or within your web browser storage permanently. We may collect some personal data and store it temporarily on your mobile device or within your web browser storage (e.g. your post-code during the sign-up process) but this data is not kept on your device after the process for which it is being used has ended.

When using the Live Doctor app or website, all your personal data is transmitted through the internet using Secure Socket Layers (SSL) technology. SSL is an industry standard technology designed to prevent any third party from capturing and viewing your personal data while in transit.

Access to your account is protected with a password that you create. You are responsible for keeping this password confidential. We strongly recommend that you do not disclose your password to anyone else and Live Doctor will never ask you for your password in any unsolicited communication (including unsolicited correspondence such as letters, phone calls, emails or text messages).

For more information on how we keep your data secure, please contact us at or contact our helpline on 0330 808 4702.

What rights do I have over my personal information?

Under data protection law, you have rights we need to make you aware of. The rights available to you depend on our reason for processing your information.

Your right of access

You have the right to ask us for copies of your personal information. This right always applies. Contact Live Doctor at

Your right to erasure

You have the right to ask us to erase your personal information in certain circumstances. Again, we will not normally delete information from medical records. This is because it is important that we have a copy of the information available to doctors at the time they are treating you.

Your right to restriction of processing

You have the right to ask us to restrict the processing of your information in certain circumstances.

Your right to object to processing

You have the right to object to processing if we are able to process your information because the process forms part of public tasks or is in our legitimate interests. You can read more about this right here.

Your right to data portability

This only applies to information you have given us. You have the right to ask that we transfer the information you gave us from one organisation to another or give it to you. The right only applies if we are processing information based on your consent or under, or in talks about entering into a contract and the processing is automated. You can read more about this right here.

Your right to withdraw consent

You can control whether or not your personal information is used for marketing in your communication preference centre which can be accessed under 'my account' within the Live Doctor app or website. All accounts are set up so that the user does not agree to the use of their personal information for marketing unless they opt in using the preference centre.

You have the right to withdraw your agreement to the use of your personal information for marketing at any time. You can do this by changing your settings in the preference centre. Doing this means that we cannot use your personal information in the future unless you use the preference centre to opt in again.

We may ask you to provide us with identification so that we can be sure that we are dealing with the right person. This is a security measure. We may also contact you to ask you to put your request into writing and/ or for further information in relation to your request to speed up our response.

We try to respond to requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In these cases, we will notify you and keep you up to date about when we expect to be able to respond.

Contact us

If you have any questions, want to exercise your rights or need further information about what we do with personal information, our Data Protection Officer can be contacted by email at


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