Legal

Terms of service

Last updated: 11 September 2026

1. Acceptance of Terms

By accessing and using Fylo Health, you accept and agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our platform.

2. Description of Service

Fylo Health is a booking platform that connects patients with community pharmacies for NHS and private healthcare services. We are not a healthcare provider and do not provide medical advice or treatment. All healthcare services are provided by independent pharmacies.

Fylo Health is not a pharmacy. We do not sell, supply, prescribe or dispense medicines, and we do not offer telemedicine or remote consultations. Every consultation, clinical decision and supply of medicine takes place in person at the registered premises of the pharmacy you book with, which is the merchant for your appointment.

3. User Accounts

You are responsible for:

  • Maintaining the confidentiality of your account credentials
  • All activities that occur under your account
  • Providing accurate and current information
  • Notifying us immediately of any unauthorised use

4. Booking and Appointments

When you book an appointment through Fylo Health:

  • You agree to attend the appointment at the scheduled time or provide adequate notice of cancellation
  • You agree to provide accurate health information relevant to the service
  • The pharmacy reserves the right to refuse service if clinically appropriate
  • You are responsible for any fees associated with private services
  • NHS service eligibility is determined by the pharmacy according to NHS guidelines

5. Cancellations and No-Shows

You can cancel in your Fylo account without calling the pharmacy. Cancel at least 24 hours before your appointment for a full refund or release of your card hold. For private bookings under our deposit policy, cancellation inside 24 hours or non-attendance allows the pharmacy to retain up to the deposit agreed at booking; any prepayment above it is refunded. NHS appointments have no cancellation fee. If the pharmacy cancels, any payment or authorisation is returned in full. The terms shown when you booked apply. A permitted late reschedule keeps your deposit credited to the new appointment without restarting the original free-cancellation period, as set out in our Cancellation & Refund Policy. Repeated no-shows or late cancellations may result in restrictions on future bookings.

6. Fees and Payments

  • Using the Fylo Health platform is free
  • NHS services are free at the point of use for eligible patients
  • Private services have fees set by individual pharmacies
  • Payment for private services is collected securely online through our payment provider and paid to the pharmacy providing your service — the pharmacy is the merchant for your appointment
  • Some services authorise your card at booking. If you attend, the card is charged only after your in-person consultation, for the consultation and any treatment actually provided. A late cancellation or missed appointment may instead result in a charge capped at the fee agreed at booking and no more than the consultation fee, as set out in the Cancellation & Refund Policy
  • Cancellations and refunds are handled as set out in our Cancellation & Refund Policy

7. Medical Disclaimer

Fylo Health is a booking platform only. We do not provide medical advice, diagnosis, or treatment. In case of a medical emergency, call 999 or go to your nearest A&E. For urgent medical advice, call NHS 111.

8. Prohibited Uses

You agree not to:

  • Use the platform for any unlawful purpose
  • Impersonate another person or entity
  • Transmit any viruses or malicious code
  • Attempt to gain unauthorised access to our systems
  • Interfere with or disrupt the platform or servers
  • Collect user information without consent

9. Intellectual Property

All content, features, and functionality of Fylo Health are owned by us and protected by copyright, trademark, and other intellectual property laws. You may not copy, modify, or distribute our content without written permission.

10. Limitation of Liability

Fylo Health provides the platform "as is" without warranties of any kind. We are not liable for any healthcare services provided by pharmacies or for any indirect, incidental, or consequential damages arising from your use of the platform.

11. Changes to Terms

We may modify these terms at any time. We will notify users of significant changes via email or platform notification. Continued use of the platform after changes constitutes acceptance of the modified terms.

12. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact Information

For questions about these Terms of Service, please contact us at:

Email: Contact our legal team